APPRAISAL SKILLSLearn how to run a motivational performance review meeting
• Theperformanceappraisalcycle• Commonproblemsandsolutions• Structuringthereviewsession• Keyappraisalandreviewskills• Skillspractice
ASSESS YOUR MANAGEMENT SKILLSLearn how to identify your key strengths and limitations as a manager
• Self-assessmentactivity• 10keyskillsoftheeffectivemanager• ChartingyourP.O.I.attributes• Youreffectivemanagerprofile• Personaldevelopmentplanning
BUILDING YOUR TEAMLearn how to apply the secrets of building a high-performing team
• Sowhatmakesagreatteam?• P.E.R.F.O.R.M.–characteristicsinalltopteams• Impactofteamdynamics• Teamrolesandtheteamworkcycle• The7C’sforallteamleaders
CHALLENGING CONVERSATIONSLearn how to confidently tackle those discussions that you dread
• Featuresofchallengingconversations• The6copingstrategies• Closedvopenapproaches?• Climbdownyourladder!• Applyingtechniquestoyourownsituations
COACHINGLearn how to sharpen and structure your on-job coaching skills
• Coaching:what,why,how,whenandwho?• Spottingcoachingopportunities• Thecoachingprocess• Keycoachingskills• Skillspractice
DELEGATIONLearn how to develop your delegation skills and technique
• Self-assessment:howamIdoing?• Delegation–benefitsandpitfalls• The5keysteps• The4levelsofdelegation• Opportunities–whattodelegate?
DEVELOPING MANAGEMENT STYLELearn how to extend your approach to managing others
• What’sitlikebeingmanagedbyyou?• Yourtask-peopleorientation• Identifyingyourmanagementstyle• Recognisingwhentousedifferentstyles• M.B.W.A.–managingbywalkingaround
DEVELOPING YOUR PEOPLELearn how to build a structured plan for developing your team
• Managerasdeveloper:howdoyourate?• Identifyingdevelopmentneeds• Recognisingdevelopmentsolutions• Creatingastructuredplan• Monitoringandreviewingprogress
EMOTIONAL INTELLIGENCELearn how to recognise and manage emotions in yourself and others
• Self-analysis:yourE.I.profile• Whatisemotionalintelligence?• Theemotionallyintelligentleader• 5stepstodevelopemotionalintelligence• HowtoapplyE.I.toanysituation
HOW EFFECTIVE IS YOUR TEAM?Learn how to enhance the performance of your team
• Teameffectivenessprofile(pre-workactivity)• The4criticalareasforallteams• Howwe’redoing–strengthsandlimitations?• Overcomingteamblockages• Agreeingpracticalteamactions
“I now realise I was too busy ‘managing’ rather than leading the team. I’ve gained some superb practical
ideas here on how to get better results with and through my people.”
“This training has given me the confidence to stop and take time to think about things, whereas before I
had a tendency to rush in and regret things later.”
Taking leadership performance and potential to the next level.
Themeasureofagreatmanagerisnotwhathappenswhentheyarethere,butwhatgoesonwhentheyareaway.It’sabouthowwelltheycreatetheconditionsfortheirpeopletosucceed.
Ourfast-moving,highlyeffectivetrainingisdesignedtocutswiftlytothecoreofatopic,idealforthosecurrentlyinamanagementorsupervisoryrole,orthoseheadedinthatdirection.
Differentapproachestomanagementandleadershipinarangeofkeysituationsarecovered.Allunderpinnedwithpowerfultechniquestoinspire,engageandtransformpersonalandteamperformance.
MANAGEMENT & LEADERSHIP
MANAGEMENT & LEADERSHIP
INTRODUCTION TO MANAGEMENTLearn how to be an effective manager from day one
• Whatmanagers(aresupposed)todo• Actioncentredleadership• Commonmistakesofnewmanagers• Theimportanceofbeing‘authentic’• Identifyingpersonalactions
LEADERSHIPLearn how to develop and adapt your leadership style
• Personalexperiences• Managerorleader?• What’smystyle?• Payoffsandpenalties• Developingleadershipflexibility
LEADING A REMOTE TEAMLearn how to effectively manage a dispersed team
• Thechallengesofmanagingremotely?• Qualitiesofsuccessfulremotemanagers• Buildingtrustandteamwork• Communicationandtechnology• Troubleshooting–casestudy
MANAGING ABSENCELearn how to achieve and maintain positive attendance at work
• Theimpactonproductivity?• Holdingareturntoworkinterview• Sensitivelyuncoveringreasonsforabsence• Spottingtheearlywarningsigns• Skillspractice
MANAGING CHANGELearn how to plan and manage change successfully
• Changeandthekeybusinessdrivers• Casestudy–managingchange• The3responsestochange• Thechange-reactioncurve• Do’sanddon’tsofmanagingchange
MANAGING MEETINGSLearn how to hold effective and productive meetings
• Themeetingsyou’reinvolvedin?• Experiencesofmeetings• Thetruecostofameeting?• Commonmeetingnightmares• A.P.P.L.E.–planningeffectivemeetings
MANAGING PEOPLELearn how to effectively manage the different people in your team
• Keychallengesinmanagingpeople?• Performanceandpotential• Thestars,steadies,supportersandslackers• Howtogetthebestfromyourpeople• Applyingprinciplestoyourownteam
MANAGING PERFORMANCELearn how to achieve results and deal with under-performance
• Performance–whatgoodlookslike?• Theskill-willmatrix• 4reasonsforunder-performance• Howtoraisetheperformanceissue• The‘set-up-to-fail’syndrome
MENTORINGLearn how to develop your mentoring skills and technique
• Mentoring–whatandwhy?• Essentialmentorskillsandqualities• The5Cstructuredmentoringsession• Agreeingamentor-menteecharter• Skillspractice
MONKEY MANAGEMENTLearn how to spot the ‘monkeys’ and expand your discretionary time
• Yourmanagementstyleandmonkeys• Whatisa‘monkey’?• Whereyourmanagementtimegoes• The4rulesofmonkeymanagement• Monkeyspotting–becomingsavvy
MOTIVATING OTHERS Learn how to create the conditions for your people to succeed
• Thelast10days–motivationandyou• Yourmotivationformula?• Keymotivatorsatwork• 6principlesformotivatingothers• Applyingtheprinciplestoyourteam
PLANNING AND ORGANISINGLearn how to develop and implement effective plans
• Planning–measuretwice,cutonce!• Keystagesineffectiveplanning• Usefulplanningtoolsandtechniques• Monitoringandcontingencyplanning• Planningexercise
RUNNING EFFECTIVE 1-1 REVIEWSLearn how to deliver productive informal review sessions
• Thebenefitsofongoing1-1reviews• Commonmanagermistakes• The3-stepreviewstructure• Keyreviewerskills• Casestudies–applyingtheskills
SELECTION INTERVIEWINGLearn how to conduct professional interviews and select the right person
• Thecostofgettingitwrong?• Ready–gettingyourselfprepared• Set–structuringtheinterview• Go–leadingthediscussion• Assessingcandidateperformance
SETTING GOALS & OBJECTIVESLearn how to identify and create powerful goals and objectives
• Goalsetting–benefitsandmyths• Goalsvobjectives?• Writingpowerfulobjectives• Applyingtechniquestoyourownteam• Manager’srole–supportandchallenge
THE ENGAGING MANAGERLearn how to apply the key drivers and actively engage your people
• Engagement–whatandwhy?• The3levelsofengagement• Rulesofengagementformanagers• The8C’s–theemployee’sperspective• Identifyingpracticalactions
THE ORGANISED MANAGERLearn how to become a more focused, organised and productive manager
• Thedemandsonyourmanagementtime• Assessment–howorganisedareyou?• 4typesofmanager:focus/energymatrix• Strengtheningyourcurrentapproach• Techniquesforsuccess
THE 3 SECRETS OF MANAGEMENTLearn how to use the 3 secrets of effective management
• Oneminutethoughtstarters…• Goalsetting• Catchingpeopledoingthingsright!• Dealingwithpoorperformance• TheABC’sofmanagement
90 MINUTE TEAMBUILDLearn how to refocus and re-energise an established work team
• Teammatrix–ourqualities(pre-workactivity)•Teamactivities–howweworktogether?• Trafficlights–good,okay,notsogood?•Feedbackandreview•Nextsteps–teamactionplan
t :+44(0)1908424351e:[email protected]
MANAGEMENT & LEADERSHIP
ACCELERATE YOUR LEARNINGLearn how to make your learning fun and effective – the ‘SIMPLer’ way
• Gettingintotherightstate• Discoveryourpreferredinputstyle• Howto‘makeityourown’• Topmemorytips• Usingthereviewcycle
BRAND ‘YOU’Learn how to differentiate yourself from others and achieve personal success
• Greatbrandsarenoaccident!• Whyyouneedadistinctivebrand• YouasCEOofMEplc• Personalbranding:theessentials• DesigningBrand‘YOU’
BUILDING SELF-CONFIDENCELearn how to develop your personal esteem and self-confidence
• Yourconfidenceandyoursuccess• Knowyourenemy–confidencestealers• Thecycleofconfidence• Developingbullet-proofbeliefs• Dealingconfidentlywithsetbacks
COPING WITH CHANGELearn how to enhance your resilience in responding to change
• Yourviewsaboutchange?• Comfortzones• Howpeopletypicallyreacttochange• Yourchangestyleprofile• 10strategiesforcopingwithchange
CREATIVE THINKINGLearn how to generate fresh perspectives and innovative ideas
• Whatiscreativity?• The2typesofthinking• Creativitykillers• Techniquesforgeneratingnewideas• Skillspractice
CREATIVE THINKING IN GROUPSLearn how to improve collaborative thinking in groups and teams• Parallelthinkingingroupproblemsolving• Thedifferentthinkingstyles• Benefitsanduses• Practicalexercise• Skillspractice
DECISION MAKINGLearn how to apply a range of techniques to inform your decisions
• The2waysofmakingdecisions• Howdoyoumakedecisions?• The6stepstodecisionmaking• Toolstodeterminethebestalternative• Practiceapplyingtheskillsinvolved
DEVELOP YOURSELFLearn how to maximise your own personal development
• Yourorientationtoself-development?• Learning–what,whyandhow• Yourlearningstylepreferences• Identifyingdevelopmentopportunities• Personaldevelopmentplanningtips
DEVELOPING RESILIENCELearn how to build your capacity to cope and recover from problems, challenges and setbacks
• Quiz–howresilientareyou?• Resiliencevresistance• Keycharacteristicsofresilientpeople• 10waystobuildyourresilience• Identifyingpersonalactions
EFFECTIVE TEAMWORK SKILLSLearn how to contribute your best as an effective team member
• Whateveryteamneedsforsuccess• Keyskillsforeffectiveteamwork• The‘olympicstandard’teammember• Contractingwithyourteam• Skillpractice
PERSONAL PERFORMANCE
“I’ve found it difficult to find time to attend training courses. This quick-fire format really works for me and has got me back
into the swing of developing myself.”
“The learning guides we get are brilliant to refer back to and help keep things fresh in my mind.”
Strong people build strong organisations. Strong organisations empower their people.
Anyorganisationwillonlyeverbeassuccessfulasthosewhorunitandworkwithinit.OurPersonalPerformancesessionsofferthescopeandopportunityforpeopletobuildeffectiveness,confidence,capabilityanddevelopsmarterwaysofworking.
Encouragingandempoweringthosepeoplewhomakeyourorganisationtickisprobablythemostproductiveinvestmentyou’llevermake.
PERSONAL PERFORMANCE
GETTING THINGS DONE!Learn how to achieve things and get the results you want
• Assessment:areyouanachiever?• Self-motivation–gettingunstuck• Gettingfocusedandovercomingblockages• WorkingS.M.A.R.T.E.R.• Identifyingpracticalactions
HANDLE YOUR STRESSLearn how to recognise and deal with your stressors at work
• Stressorpressure?• Primarycausesandsymptomsofstress• The5personalitydriversandstress• Yoursupportnetwork• Practicalcopingstrategies
IDENTIFY YOUR STRENGTHSLearn how to make the most of your unique strengths and talents
• Strengthsandweaknesses?• Characteristicsofastrength• The3key‘clues’toyourstrengths• Identifyingyourstrengths• Puttingyourstrengthstowork
IT’S YOUR APPRAISAL Learn how to get the best from your appraisal review
• Appraisal–yourhopesandconcerns?• Takingaproactiveapproach• Actionschecklist–before,duringandafter• Receivingandgivingfeedback• Skillspractice
MANAGE YOUR CAREERLearn how to be proactive and build the career success you want
• Careerquiz:whereareyouatnow?• Youridealjobrole• Uncoveringyour‘careeranchors’• Employabilitymodel• Toptipsforcareerplanning
MANAGING EXPECTATIONSLearn how to work effectively with those people who want more, better and faster• The3keyissuesinmanagingexpectations• Communicationandavoidingconflictingmessages• InformationGathering–whatdotheyreallyneed?• Clarifyingperceptionsandmanaginguncertainties• Saying‘No’andbuildingwin-winrelationships
MANAGING UPWARDSLearn how to build a constructive relationship with your boss
• What’sitlikemanagingyou?• Understandingyourboss’spriorities• Workingwithdifferentstylesofmanager• Toptipstomakeanimpact• Identifyingpracticalactions
MENTEE SKILLSLearn how to make the most of working with your mentor…
• Mentoring–whatandwhy?• Roleandqualitiesofagoodmentor• Howtobeaneffectivementee• The5Cstructuredmentoringmodel• Contractingwithyourmentor
PERSONAL ACCOUNTABILITYLearn how to think positively, take control and make a real difference
• Itallstartswithyou!• Avoidingthevictimmindset• Theaccountableattitudeandpayoffs• Tacklingpersonal‘response-ability’• Action:howIcanmakeadifference?
PERSONAL EFFECTIVENESSLearn how to apply the 7 habits of highly effective people
• The7habits–overview• Proactivity,planningandprioritising• Buildingwin-winrelationships• Stayingsharpandbalanced• Actionstodevelopyoureffectiveness?
PERSONAL IMPACTLearn how to build positive profile and impact with others
• Whomadeanimpactonyou?• Factorsthatinfluenceimpactonothers• Perceptionandfirstimpressions• Developingyourpersonalimpact• 10toptipsforsuccess
PROBLEM SOLVINGLearn how to apply the techniques of effective problem solving
• The5differenttypesofproblem• Stagesineffectiveproblemsolving• Problemsolvingtechniques• Developingcreativesolutions• Casestudies–skillspractice
RAPID READINGLearn how to increase your reading speed and efficiency
• Howfastdoyoureadnow?• Explodingafewreadingmyths!• Techniquestoimprovereadingspeed• Skimmingandvisualnote-taking• Practiceapplyingthetechniques
SKILLS FOR PA’S & ASSISTANTSLearn how to develop the key skills for role effectiveness
• Whatmakesaneffectiveassistant?• Workingwithdifferentmanagers’styles• Managingyourtimeandprioritising• Toptipsforbusinesswriting• Communicatewithconfidence
SKILLS FOR RECEPTIONISTSLearn how to develop the key skills for role effectiveness
• Thatallimportantfirstimpression• Projectingthebestself-image• Thedo’sanddon’tsoflistening• Askingtherightquestions• ABCtechnique–handlingangrycallers
SUCCEED AT INTERVIEWSLearn how to create positive impact in the interviews you attend
• Top10intervieweemistakestoavoid• Preparation–gettingyourselfready• Firstimpressions–theopening3minutes• During–maintainingapositiveimpression• Skillspractice
THE 80/20 PRINCIPLELearn how to achieve extraordinary results without extraordinary effort
• The80/20phenomenon• Challengingconventionalwisdom• Justonedayperweek?• Uncoveringthevitalfewinthetrivialmany• Taking80/20action
TIME MANAGEMENT – 1Learn how to effectively manage your time and priorities
• Time–themostvaluableresource?• Self-analysis:5P’softimemanagement• Handlingcommontimestealers• Managingyourpriorities• Practicaltipsandtechniques
TIME MANAGEMENT – 2Learn how to apply more techniques to better manage your time
• Personaltimelogreview(pre-workactivity)• Focusingyourtime–effortvimpact• Effectivescheduling• Overcomingprocrastination• Controllingthepaperwork
VISUAL THINKINGLearn how to create visual maps and transform your thinking skills
• Wholebrainthinking• Whatisvisualmapping?• Producingavisualmap• Identifyingthemanyuses• Skillspractice
t :+44(0)1908424351e:[email protected]
PERSONAL PERFORMANCE
ASSERTIVENESS – 1Learn how to apply the techniques of assertive behaviour
• Thebehaviourtriangle• The3goldenrules• Rightsandassertiveness• Levelsofassertion• Handlingdifficultsituationsandpeople
ASSERTIVENESS – 2 Learn how to apply more techniques for personal assertiveness
• Negotiatingassertively• Saying‘No’andpersistentrequesters• Givingandreceivingcriticism• Handlingaggression&non-assertioninothers• Skillspractice
BODY LANGUAGELearn how to read the key non-verbal signals in other people
• Actionsspeaklouderthanwords?• Benefitsofdevelopingself-awareness• Recognisingkeysignalsandclusters• Aquickwordofwarning!• Practicalexercises
BUILDING POSITIVE RELATIONSHIPSLearn how to flex communication to enhance relationships with others
• Thecommunication-stylemodel• Identifyingyourownstylepreferences• Stylestrengthsandlimitations• Recognisingopportunitiesforconflict• Flexingstyletoenhancecommunication
COMMUNICATION SKILLSLearn how to communicate effectively face-face with others
• Thecommunicationprocess• Identifyingcommonproblems• Principlesforeffectivecommunication• Keyface-to-facecommunicationskills• Skillspractice
DEALING WITH ‘DIFFICULT’ PEOPLELearn how to positively handle those difficult people in your life
• Whydowefindsomepeople‘difficult’?• Theimpactofourbeliefs• TheOKCorral• The7classicdifficulttypes• L.E.A.P.S.modelforrespondingeffectively
DIVERSITY AWARENESSLearn how to recognise and embrace the value of diversity at work
• Whatisdiversityandequality?• Thesamedifference• The6strandsofequality• Prejudice,stereotyping,discrimination• Practicalactivities
FACILITATION SKILLSLearn how to confidently facilitate a group discussion
• Theroleoffacilitator?• Facilitation–essentialdo’sanddon’ts• The4P’sandfacilitationprocess• Dealingwithawkwardsituations• Skillspractice
FEEDBACKLearn how to deliver effective performance feedback
• The4typesoffeedback• Activity:thefeedbackloop• Hallmarksofgoodandpoorfeedback• Modelforconstructivefeedback• Skillspractice
HANDLING CONFLICTLearn how to recognise and handle conflict with others
• Conflictandyou• The5mainsources• Theimpactofvaluesand‘triggers’• 5optionsforrespondingtoconflict• Usefultoolsandtechniques
If communication isn’t clear, everything’s murky!
Somuchofthesmoothrunningofanorganisation,bothinternalandcustomer-facing,dependsonclarityofcommunication.
Theseexcitingsessionsfocusonallaspectsofinteractionwithothers,inbothface-to-faceandwrittenforms.
Ourtrainingcoversawiderangeofrelevantsituations,withtheendresultthatparticipantsgainvaluableinsightsintohowtobuildrapport,deliverclearandconcisecommunicationanddeveloppositiverelationships.
“Having always thought I was a good communicator, I was a bit surprised to find how many different
interpretations and perceptions there were, just within our own department.”
“The last 90 minutes has given me an easy model to help understand why I find some people difficult and what I
now need to do to communicate better with them.”
5
COMMUNICATION
COMMUNICATION
INFLUENCINGLearn how to develop your personal influence with others
• Whatinfluencesyou?• Influenceactivity• Powerandinfluence• The4Cstylesofinfluence• Actions:yourcirclesofinfluence
INTERPERSONAL SKILLSLearn how to apply the most powerful communication skills
• VAK–howwecommunicate• Quickwaystosharpenuprapport• The5levelsoflistening• Questioningtechnique• Skillspractice
NEGOTIATION – 1Learn how to negotiate effective outcomes with others
• Everythingisnegotiable?• Thenegotiationarena• Negotiationexercise• Yournegotiatorprofile• Skillspractice
NEGOTIATION – 2Learn how to apply more principles for effective negotiation
• The4phasesinthenegotiationprocess• Exploringthe4phases• Creatingtherightenvironment• Readingthesignals• Tactics-thegamespeopleplay
NETWORKINGLearn how to be a professional networker at business events
• Networking–it’snotjustwhatyouknow• Meeting,greetingandapproaching• Makingapowerfulintroduction• Networkingetiquetteandtips• Skillspractice
POWERFUL PERSUASIONLearn how to become more persuasive with others
• Influenceorpersuasion?• Howdoespersuasionwork?• Persuasivecommunication• Techniquestoenhancepersuasion• Skillspractice
TEAM BRIEFINGLearn how to develop and deliver great team briefing sessions
• Theneedforeffectiveteambriefing• The4P’s–teambriefcontent• Structureofthebriefingsession• Encouragingfeedbackandinvolvement• Practiceapplyingtheskills
DEVELOPING A PRESENTATIONLearn how to create engaging and effective presentations
• The5W’sofpreparation• Developingpresentationcontent• Structuringyourpresentation• Timingsandvisualaids• Practicalapplication
PRESENTATION DELIVERY SKILLSLearn how to confidently deliver a presentation with impact• Effectivepresenterchecklist• Practicalsessions–presentationdelivery• Individualfeedback• Presentationdeliverytechniques• Personalactionplanning
ADVANCED PRESENTATION SKILLSLearn how to refine your presentation technique and build credibility• Effectivepresenterchecklist• Practicalsessions–presentationdelivery• Individualfeedback• Buildingyourcredibility• FacilitatingaQ&Asession
WRITTEN COMMUNICATION:
EFFECTIVE EMAILLearn how to make email work for you• Doyouneedhelpwithyouremail?• Creatingelectronicrapport• Subjectlines,openingsandclosings• Communicatingclearlyandconcisely• Netiquette
WRITING AGENDAS & MINUTESLearn how to produce effective and professional documents• Listeningandsummarising• Notetakingtechniques• Characteristicsandtypesofminutes• Writingameaningfulagenda• Yourrole–before,duringandaftermeetings
WRITING FOR RESULTSLearn how to write documents that get the results you want
• Imageandtransactionalanalysis• Whatistheaimofyourdocument?• Structuringyourideas• Writingpowerfulsubjectlinesforemails• Usingpositivelanguage
WRITING GREAT REPORTSLearn how to write persuasive and effective reports
• Buyinggroups–whotoinfluence?• Gettingstartedquicklyandpainlessly• Additionsthatmakethedifference• Structurestoinfluenceandpersuade• Layouttipstohelpyourreader
WRITING PERSUASIVELYLearn how to create written communications that convince, compel and sell
• Yourwriting–why,whoandwhat?• TheA.I.D.A.four-stepstructure• Involvingyourreader’ssenses• Applyingclassicsalestechniquestoyourwriting• Punchywritingtips
WRITING A PROFESSIONAL CVLearn how to produce a powerful career resume that gets noticed
• TherealpurposeofyourCV?• Throughthereader’seyes–topthingstoavoid• ProfessionalCV–content,layoutandstructure• Selectingpowerfulwordsandphrases• Gettingstarted
WRITING READABLE DOCUMENTSLearn how to make your documents easy to read and understand
• Necessary,specificandactivewords• Sentencelength• Bulletpointsandparallelism• Paragraphsandheadings• Bringingfactsandfiguresalive
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5
5
SESSIONS2HOURSDURATION
SESSIONSHOLDAMAXIMUMOF5PARTICIPANTS
t :+44(0)1908424351e:[email protected]
COMMUNICATION
SERVICE & YOUAn introductory session to establish a baseline for the other service modules
• So…what’sinitforyou?• Yourcustomers’needs,wants&expectations?• Materialvpersonalservice• Thelifetimevalueofyourcustomers• Personalservicestrengths&opportunities
FACE-TO-FACE SERVICE SKILLS – 1Learn how to create a great first impression and connect with your customers
• Firstimpressions• Welcomingyourcustomers–the6essentials• Positivecommunicationandbodylanguage• Connectingwithyourcustomers• Skillspractice
FACE-TO-FACE SERVICE SKILLS – 2Learn how to recognise, build rapport and relate to different customer types
• Beingattentive–ostrichormeerkat?• Buildingrapportquicklywithyourcustomers• Listeningandquestioningskills• Recognisingandrespondingtocustomertypes• Skillspractice
TELEPHONE SERVICE SKILLS – 1Learn how to confidently handle telephone contact with your customers
• The8greattelephonehates• Powerfulgreetingsandclosings• Handlingcalls–onhold;transferring;signposting• W.A.R.M.–takingcontrolofyourcalls• Skillspractice
TELEPHONE SERVICE SKILLS – 2Learn how to communicate professionally with your customers over the phone
• Yourtelephonevoicepersonality• Voicemirroring• Usingpositivelanguage• Handlingthedifferenttypesofcaller• Skillspractice
DIFFICULT/COMPLAINING CUSTOMERSLearn how to handle unhappy customers – both face-to-face and over the phone
• Bewarethesilentcustomer!• Topreasonswhycustomerscomplain• The‘FIRSTCLASS’approachtoresolvingissues• Remainingcomposedandconfident• Skillspractice
WINNING & KEEPING CUSTOMERSLearn how to be the kind of person customers like to buy from
• Somethingtothinkabout!• Thegreatestbusinesssecretintheworld• The‘betterthanselling’principle• Theonly2thingscustomerseverbuy• 5sure-firewaystokeepthemcomingback
HANDLING THE ‘MOMENTS OF TRUTH’Learn how to positively influence those critical points of customer contact
• Whatshapesyourcustomer’sexpectations?• The4P’softhecustomerexperience• Mappingyourcustomer’sjourney• Definingthecriticalmomentsoftruth• Identifyingpracticalactions
INTERNAL SERVICE & TEAMWORKLearn how to work together as a team to deliver service excellence
• Teamwork–theinternalservicechain• Thegood,thebadandthebest• The3C’sofinternalservice• Yourserviceroadblocks• Identifyingserviceimprovements
THE CUSTOMER SERVICE GAMEAn interactive team-based exercise to either introduce or review the key service principles covered in these sessions
• Introducingthesession• Playingthecustomerservicegameinteams• Overcomingthecommonservicepitfalls• Highlightingandsharingbestpracticetips• Identifyingnextsteps
Your customers may not love you if you give poor service, but your competitors will!
Daybyday,yourcustomer-facingemployeesaredecidingyourfuture.Everycustomerinteractiontheyhaveisshapingtheexternalperceptionofyourorganisation–forbetterorworse.
Yourcustomershaveneverhadsomuchchoiceonwhotodealwith,andit’sonlythroughswitched-onandcapablepeoplethatyouwilldeliveronyourorganisation’spromises.
Ouraccessiblebite-sizedsessionsprovidetheessentialskills,knowledgeandunderstandingneeded,notonlytopresentandpreserveanexcellentreputation,buttoshineandgothatextramile.
Withamaximumof20participantsandfoundedonpracticaltriedandtestedtechniques,thesehugelyinteractiveandfunsessionsdeliverarealstep-changeintheconfidence,awarenessandperformanceofallyoursalesandservicepeople.
“Even after the very first customer service module, I could see my team were obviously taking more
control of situations they were handling. My door is always open, but I’m now getting far
fewer problems coming through it!”
CUSTOMER SERVICE & SALES
CUSTOMER SERVICE & SALES
PRESENTING YOUR PRODUCT/SERVICELearn how to personalise your sales pitch and match customer needs with the right information about your product or service
• Usingpositivelanguage• Featurestell,benefitssell• Usingemotivewordsinyoursalespitch• Personalisingyourpitchtothecustomer• Skillspractice
HANDLING OBJECTIONSLearn how to recognise, manage and move on from sales objections and concerns
• Whatisanobjectionandwhydotheyoccur?• Do’sanddon’tsofdealingwithobjections• 4stepstomanagingobjectionsconfidently• Typicalobjectionsandpotentialanswers• Skillspractice
MAXIMISING INBOUND SALES CALLSLearn how to turn inbound enquiries into sales
• Greetingthecallerpositively• Askingtherightquestions• Givinginformationthat‘sells’• Askingforthebusiness• Skillspractice
ACCOUNT MANAGEMENTLearn how to grow your business from within your existing account base
• Howdoyoumanageexistingaccounts?• Potentialadded-valueopportunities• Timemanagementandprioritisation• Reasonstocallorvisitexistingcustomers• Conductinganaccountreview
MANAGING FOR SERVICELearn how to lead and develop your team to deliver service excellence
• Yourroleasaserviceleader• Definingservicestandards• Areyoueasytodobusinesswith(ETDBW)?• Coachingandempoweringyourpeople• Recognisingandrewardingsuccess
RECRUITING FOR SERVICELearn how to identify and select customer service stars
• TheDNAofagreatserviceprovider?• Preparation–definingwhatyouneed• Questionstorevealserviceexcellence• Assessingcandidatecapabilityandpotential• Interviewpractice
SALES:
SUCCESSFUL FACE-TO-FACE SELLINGLearn how to drive sales by delivering great service to your customers
• TheC.L.O.S.E.technique• Questioning–customerneedsandwants• Talkingbenefitsnotfeatures• Add-onsalesandserviceopportunities• Developingyourproductknowledge
OPENING OUTBOUND SALES CALLLearn how to get through to key decision makers and present a positive first impression
• GettingpastGatekeepersandvoicemail• 4stepstomakingapositivefirstimpression• Do’sanddon’tsofopeningasalescall• The‘hook’–gainattention;gettothenextstage• Skillspractice
ESTABLISHING CUSTOMER NEEDS Learn how to identify real customer needs through effective questioning and listening
• Questioningstyle• 6approachestoquestioningtechnique• Qualifyingandconfirmingcustomerinterest• Activelisteningskills• Skillspractice
t :+44(0)1908424351e:[email protected]
CUSTOMER SERVICE & SALES
BUSINESS FINANCE & YOULearn how to recognise and manage the fundamentals of the working capital cycle
• Theflowoffinanceinabusiness• Howprofitismade• Criticalimportanceofcashflowandhowitdiffersfromprofit• Managingworkingcapital–cash,inventories,accountsreceivableandpayable• Differencesbetweenfinancialsuccessandfailure
THE LANGUAGE OF FINANCELearn how to understand and talk the language of business finance
• Keytermsanddefinitions• Learningfinancespeak!• A-Zglossaryofkeyfinancialterms• Accountancybasics–policies,principlesandstandards;whythey’rethelanguageoffinance• Understandingthekeyfinancialdriversofbusinessperformance
UNDERSTANDING ACCOUNTS – 1Learn how to interpret and make sense of business accounts
• Essentialaccountingstatementsandhowtheywork:iProfitandLossAccountiiBalanceSheetiiiCashFlowStatement• Drawingupabasicsetofaccounts
UNDERSTANDING ACCOUNTS – 2Learn how to use business accounts to add value and inform decisions
• Readingfinancialaccountsandreports• Usingaccountstomeasureperformance• RecognisingandusingkeyfinancialratiosandKPI’s• Whattheaccountssayaboutyourorganisation• Spottingearlywarningsignsandtakingaction
UNDERSTANDING BUSINESS COSTS Learn how different costs behave in different ways, and how they influence performance
• Recognisingdifferenttypesofcostindifferentbusinesses• Fixedandvariablecosts• Activitybasedcosting• Usingfinancialratiostomeasurecosts• Break-evenanalysis
CAPITAL INVESTMENT DECISIONS Learn how to make more effective business decisions based on sound financial data
• Thefundamentalsofdecisionmakingonprojects• Makingassumptions• Theimportanceofthe‘timevalue’ofmoney• Understandingcapitalinvestmentappraisaltechniques–DiscountedCashFlow,NetPresentValue,InternalRateofReturnandPayback• Sensitivityanalysisandscenarioanalysis
BUDGETING BASICS Learn how to prepare, manage and monitor a budget
• Planning–whatandhow?• Differentbudgetingmethodsandwhentousethem• Settingupandcontrollingafinancialbudget• Thebehaviouralsideofbudgets–whattolookoutfor?• Dealingwithbudgetvariances,analysingandreporting
SHAREHOLDERS & MANAGERS Learn how shareholders review business performance and make investment decisions
• Shareholdersandmanagers–differentagendas?• ThefundamentalsofRiskandReward• Howshareholdersmeasureperformance• Keydriversofshareperformance• Howfinancialmarketsviewbusinesses
Understanding business to drive performance.
Don’tknowyourROCEfromyourEBITDA?Feelabitexposedwhenthesubjectofstrategyorbusinessfinancecropsup?
Thesehighlypracticalsessionshelpparticipantstorapidlyfillinthemissingpiecesofthebusinessfinancejigsaw.Mostofusdon’taspire(orevenneed)tobeabuddingaccountanttodoourjobswell–wejustneedabetterappreciationandunderstandingofwhatitallmeans!
Coveringtheessentialsofbusinessfinance,analysisandstrategicplanning,oursessionsgetbehindthesmokeandmirrorstodemystifythecoreconcepts,buildunderstandingandsharpenparticipants’businessacumenandcommercialskills.
“The trainer was brilliant – very knowledgeable and explained things in a way that we could all easily relate to.”
”I’ve now done a few of these short courses and have taken something I can use
straight away from each one.”
BUSINESS SKILLS
BUSINESS SKILLS
t :+44(0)1908424351e:[email protected]
BUSINESS SKILLS
MANAGING PROJECTSLearn how to plan and deliver successful projects
• Theroleofprojectmanager• Projectphasesandplanning• Projectmanagementtools• Avoidingthecommonproblems• Casestudy–applyingtheskills
MANAGING RISKLearn how to assess risk and make effective decisions
• Understandingrisktaking• Phase1:exploringrisksandalternatives• Phase2:planningandpreparation• Phase3:implementingthedecision• Scenarios–applyingtheskills
STRATEGIC THINKINGLearn how to apply the key principles for strategic thinking
• Strategy–whatandwhy?• Strippingawaythesmokeandmirrors• Keystagesinstrategicplanning• Strategictoolsandtechniques• Casestudy–applyingtheskills
STAKEHOLDER MANAGEMENT
Learn how to engage with the right people in the right way in your project
• Whystakeholdermanagement?• Identifyyourstakeholders(RACIMatrix)• Prioritiseyourstakeholders• Categoriseyourstakeholders• Planningstakeholdercommunication
BUSINESS PLANNING TOOLS
Learn how to apply some proven models for strategic planning and decision making
• Prosandconsinyourbusinessplanning?• Applyingstructure–clarifykeyissues;reducecomplexity• Findingorderinchaos–thewoodthroughthetrees• Usefulanalysisandplanningmodels• Practiceapplyingthetechniques
SIMULATIONS:
DEVELOP A WINNING STRATEGY (2 HOURS)Learn how to analyse performance and develop an effective business strategy
Workinginupto4teamsactingasbusinessconsultants,participantsfocusonacase studyofanunderperformingcompany.Byusingtheirbusinessanalysisskills,thetaskistodefineandthenpresentaviablefuturestrategy.
Stimulatingandrealistic,thiscasestudyprovidespracticalhands-onlearningin:
• Analysingbusinessinformationandfinancialdata• ConductingaSWOTanalysis• Workingwithfacts,notfantasies• Thinkingstrategicallyaboutthemarket• Workingasamanagementteamonkeydecisions
BUSINESS SIMULATION (3 HOURS) Learn how to apply your business skills to build a successful, profitable company
Workinginupto4competingteamsandtradingoverasetnumberofrounds(weeks),participantsapplytheirbusinessacumentoidentifyandimplementthestrategicandtacticaldecisionstogetthisailingcompanybackontrack.
Dynamic,challengingandfun,thiscomputer-based business simulationdeliverslearningin:
• Generalbusinessprinciples• Developingabusinessstrategy• Teamworkandplanningskills• Analysingandinterpretingsimplefinancialdata• Impactofproductrange,pricing,qualityandservice• Spottingopportunitiesandrespondingtocompetition
ADVANCED BUSINESS SIMULATION (4 HOURS)Learn how to apply your commercial and business skills to deliver positive results
Thissophisticatedandinteractivecomputer-based business simulationwillstretchtheverybestintheircommercialacumenandgeneralbusinessmanage-ment.
Withupto5teamsoperatinginadynamicandcompetitivemarketplace,participantsneedalltheirbusinessandfinancialmanagementskillstowinoutagainstthecompetitioninthistoughsimulation!
Duringthissessionparticipantswillgainfirst-handexperienceinrespondingtotheissues,challengesanddecisionsinvolvedinrunningasuccessfulbusiness,including:• Makingstrategicdecisions• Forecastingandplanning• Analysingandinterpretingfinancialresults• Controllingstocklevels,qualityandpricing• Developingnewproducts• UnderstandingtheUKmarketandcompetitors• EnteringnewEuropeanmarkets• Recognisingfinancialimplicationsofdecisions• Marketingandadvertising• Dealingwithmanagerialissues• Displayingeffectiveleadershipandteamskills