Download - EG SFW CourseGuide
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7/31/2019 EG SFW CourseGuide
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Leadership
and Teamwork
Learning Outcomes
Once you have completed this course, you will have the skills
to grow high performing teams through effective team
leadership. Specifically you will be able to:
Understand how and when to use different leadership stylesto meet individual, team and business goals.
Optimise the skills and qualities necessary to build a
successful approach to team building.
Understand group dynamics and the effect they have on
individuals and on team relationships.
Build an atmosphere of trust and rapport, where participation
and problem solving are encouraged and differing world
views are understood.
Set and manage ground rules for the team and the task.
Establish clear purpose and SMART team goals goals that
are motivational.
Use you management and leadership skills to progress a
team through the development stages, from forming
through to performing.
Audience
First line managers, supervisors, project managers and team
leaders.
When technology changes jobs
overnight, business is conducted
round the clock, competition is global
and people are subject to down-sizing
and restructuring, organisations and
businesses must have effective leaders
who can harness the power of their
team(s) and motivate them to success.
Course Description
Leadership & Teamwork introduces novice leaders and
managers to the leadership styles and management
approaches that are effective in todays working environment.
It helps you to assess your leadership qualities, strengths and
weaknesses, and understand how teams work, interact and
grow so you can manage you team from co-existence to
collaboration, from inception to high performance.
Course Topics
Module 1 (31 mins):
What is Leadership? Leadership Styles
What it takes to be a leader
Module 2 (33 mins):
Foundations of Teamwork Developing Team Trust
Setting the Guidelines for Performance
Establishing Clear Purpose and Goals
Module 3 (18 mins):
Facilitating Teamwork Improving Group Dynamics
Module 4 (23 mins):
Growing your Team Stages of Team Growth
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Managing Meetings
Learning Outcomes
Once you have completed this course, you will have learnt the
skills and techniques to facilitate a successful team meeting.
Specifically you will be able to:
State reasons to justify holding a meeting State actions necessary for proper preparation for a meeting
Describe how to facilitate the right mood and mode for a
meeting
Describe success factors for warming up a meeting and
ways to be supportive through use of language
State the difference between meeting content and
process
Describe types of information generated in a meeting
State the key criteria to keep in mind when planning and re-
planning meeting times
State the key criteria for recording information and how to
close a meeting
Describe how to diagnose why a group is low energy,
unresponsive, experiencing patchy participation, emotional oroff agenda, and learn techniques on how to overcome this
Describe five techniques that can be used when a group
encounters a problem
Audience
First line managers, supervisors, project managers and team
leaders.
Managing Meetings will help you to
shape the way your team
communicates and works together. It
will equip you with techniques to make
the best of any challenging people and
situations you might encounter, and it
will help you to build high performing
teams that are flexible, creative and
light on their feet.
Course Description
Course Topics
Module 1 (42 mins):
The Essentials Getting the Meeting on the Right Track
Managing the Flow
Module 2 (24 mins):
Advanced Techniques Resolving Common Meeting Problems
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Creating Powerful
Presentations
Learning Outcomes
Once students have completed this programme they will be
able to write effective and powerful business presentations.
Specifically they will learn how to:
Make a high level plan for a presentation: set objectives,analyse the audience, plan the logistics and decide an overall
presentation style.
Develop strong key messages and an appropriate structure
for their presentation.
Bring their messages to life using techniques such as the
rule of threes, making it human and using suspense.
Write powerful presentation openers and closes that get their
message across.
Create effective visual aids and support materials.
Creating Powerful Presentations takes
students from the initial call to present
to a completed script and effective
visual aids. It explains how to formulate
objectives, analyse audience needs and
tailor their approach appropriately. It
provides tools and techniques to help
plan and write a well structured,
compelling presentation. And it shows
students how to design and useeffective visual aids so that their
presentations result in positive action.
Course Description
Course Topics
Module 1 (48 mins):
Planning the Presentation Thinking about the Presentation
Getting Started
Developing Key Messages
Module 2 (26 mins):
Writing for Clarity and Impact Structuring the Presentation
Bringing the Message Alive
Module 3 (41 mins):
Getting and Keeping Attention Compelling Openers and Closes
Creating Support Materials
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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DeliveringPowerful
Presentations
Learning Outcomes
Once students have completed this programme they will be
able to systematically move from a written presentation to
persuasive and polished delivery. Specifically, they will be
able to:
Use the 5 Ps: Pace, Pitch, Pause, Pronunciation and Power
to improve their vocal delivery and add interest to their voice.
Use effective story telling techniques to engage their
audience and deliver their key messages persuasively
including:
- making it personal;
- making it relevant;
- using examples;
- using word pictures and analogies.
Look their best in front of an audience by:
- paying attention to the way they look;
- analysing and rehearsing how they stand, gesture
and move;
- handling support materials with polish. Anticipate and handle the audiences questions effectively
and positively.
Rehearse effectively in front of colleagues, asking for and
incorporating their feedback.
Delivering Powerful Presentations
shows students how to present
persuasively with professionalism,
impact and style. It explores how
words, body language and tone of
voice combine to create a positive
performance. It explains how to
rehearse effectively. And it equips
students to handle questions with the
poise and authority necessary forsuccess.
Course Description
Course Topics
Module 1:
Planning Your Presentation What Makes Presentations Powerful?
Module 2:Delivery: The Lyrics, the Music and the Dance The Lyrics and the Music: Words and Style
The Dance: Body Language
Dealing with Questions
Rehearse, Rehearse, Rehearse!
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Problem Solving
Learning Outcomes
Once students have completed this programme, they will
understand why being able to solve problems is a core
competence in todays workplace. Specifically they will be
equipped to:
Know how to use different thinking styles in order to solve
problems and identify mental blocks to thinking creatively.
Get from problem to solution in a consistent and predictable
way, and foster a positive approach to solving problems in
team members.
Define a problem by clarifying what they will achieve, what
the current situation is, and the root causes of the problem.
Know when and how to use techniques such as Pareto and
Force Field Analysis.
Know how to generate many ideas; provoke their thinking;
change their perspective; make new connections and
recognise mental blocks to creative thinking.
Know how and when to use techniques such as applying a
broad filter, criterion review, pros and cons, and ideascategorisation, to evaluate ideas fairly and consistently.
Identify common pitfalls in making decisions, know when
and how to use decision making methods such as reaching
consensus.
Create a clear implementation overview and know how best
to communicate the plans to key stakeholders.
Special Features
Video case study examples set in different industries provide
participants with opportunities to observe, analyse and
evaluate problem solving in action.
Problems come in every size, shape
and colour imaginable and they often
arrive when you least expect them.
How an organisation responds to the
unexpected can make a big difference
to its competitive edge. The ability to
solve problems, whether individually or
in a team, is an important skill for
todays managers.
Course Description
Problem Solving is based on a simple 6 step process which
includes a range of techniques for analysing the problem,
generating and evaluating solutions, and deciding which
solution to implement. It highlights behaviours and mindsets
that assist individuals or teams during the problem solving
process, and behaviours and mental blocks to avoid. It provides
participants with a consistent approach to solving problems andstopping them happening again.
Course Topics
Module 1:
Getting Started Thinking Smart
Six Steps to a Solution
Module 2:
The Six Step Process Define the Problem
Decide Problems to Tackle
Generate Solutions
Evaluate Options
Choose Your Solution
Plan and Implement
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Influencing Skills
Learning Outcomes
Once participants have completed this programme, they will be
able to make a bigger impact in business. Specifically they will
be able to:
Understand the influencing process and its associated skillsand attitudes.
Assess the accuracy of their five-step plan for win-win
outcomes.
Assess their influencing plan, the success of their analysis of
blockers, floaters and champions, and their choice of
influencing tactics.
Identify thinking patterns and understand how to respond
appropriately, use whole body listening, and recognise false
realities.
Establish rapport by identifying someones values and
building trust.
Use effective influencing strategies and tactics with teams at
different stages of growth and with differing team member
types. Plan to improve their influence in meetings with peers and
customers.
Influencing Skills shows people how to
look for win-win outcomes and plan
how to achieve them. It helps them
develop the communication skills to
influence effectively when they are
face-to-face with customers, peers
and their team. When participants have
mastered the art of influencing, theyll
think smarter, work smarter and
achieve more.
Course Description
Course Topics
Module 1 (66 mins):
Achieving Win/Win Outcomes Introduction: Expanding your Influence
Planning to Win/Win
Communicating Persuasively
Module 2 (25 mins):
Influencing in Action Influencing in Teams
Module 3 (32 mins):
Influencing in Action Influencing in Meetings
Putting it All Together
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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7/31/2019 EG SFW CourseGuide
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Effective Time
Management
Time Management Solutions Time Thieves may lurk unnoticed until you look for them
we offer tips for tackling 16 typical time thieves
Procrastination: tips for overcoming it -- now!
Drowning in paperwork?: tips for reducing the load
Is your inbox always full? Tips for reducing the tyranny
of email Meetings can be places where minutes are taken and hours
are wasted tips for making yours more effective
Could delegation save your bacon? Or are you guilty of
hogging all the best jobs? Tips to help you delegate
positively
Producing Real Return on Investment
Save Time - Effective Time Management helps people save
an average of10% of their time
Save Money - Effective Time Management helps cuts
wasted effort by 20%
Improve Results - Effective Time Management improvespeoples prioritisation, reduces the crisis management
mentality, reduces stress and increases productivity
throughout the organisation.
Is everyone in your organisation too
busy? Do people regularly come in
early and leave late? Is there a constant
feeling of crisis management? Based
on Partners in Business highly
successful 90 minute seminar, Effective
Time Management is a convenient,
interactive and easy-to-use e-learning
course that covers the essentials of time
management. It is packed with practicaltips and techniques that save time and
increase peoples effectiveness.
Course Description
Course Topics
Effective Time Management contains clear-cut lessons, regular
workbook activities and specific strategies that are easily put
into practice. Students learn:
Introduction to TimeDo you have bad time management habits? Do you know when
you work best? Do you know what you value? Are you
committed to making the changes to become a good time
manager? Gaining control of time starts with a good
understanding of yourselfand your behaviour
3Ps to Productivity Purpose: Define your purpose, analyse you key work areas,
analyse your current workload and you can identify what you
should be doing
Prioritisation: Can you tell the difference between urgent and
important? Effective and efficient? Progress and maintenance
tasks? Understand these and youre more likely to tackle your
tasks in the best order Planning: Simple techniques for long term, short term and
daily planning and planning tools to help make the best use
of your prime time
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Understanding
Customer Service
Learning Outcomes
Once students have completed this programme, they will
understand how to increase sales and customer loyalty by
being an outstanding customer service professional.
Specifically they will:
Understand the value of their customers and the long term
benefits of providing excellent customer service.
Be able to differentiate between good and outstanding
customer service and understand how to use personal
experience to deliver excellence.
Understand who their customers are - internal, external and
potential.
Be able to describe facts, features and benefits of products,
promotions and business systems and will have analysed
competitive offerings.
Understand how a customer first attitude is a crucial
competitive edge and know how to keep it sharp.
Special Features
Multiple video case studies set in commercial and non profit
organisations provide participants with opportunities to observe
analyse and evaluate different customer service and sales
scenarios.
In a climate where so many products
and services are similar to each other
where margins are getting tighter and
competition more intense its
impossible to exaggerate the
importance of excellent customer
service. It is often the only difference
between one organisation and another.
Course Description
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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7/31/2019 EG SFW CourseGuide
9/12
Sales Through
Service Skills
Learning Outcomes
Once students have completed this programme, they will
understand how to increase sales and customer loyalty by
providing excellent customer service skills. Specifically they will
be able to:
Follow the sales through service process: first contact,
explore customer needs, match the needs, close the deal,
and take the extra step.
Make a good first impression and understand why its so
important. A good first impression is a combination of
appearance, acknowledgement, attitude and approach.
Analyse what the customer wants and needs by combining
active listening and effective questioning.
Use knowledge, judgement, focus and communications skills
to match the customers needs and deliver outstanding
service.
Special Features
Multiple video case studies set in commercial and non profit
organisations provide participants with opportunities to
observe, analyse and evaluate different customer service and
sales scenarios.
Sales Through Service Skills equips
participants with a process and the
communication skills to identify, meet
and beat their customers expectations. It
will help them through the sales through
service process: first contact, explore
customer needs, match the needs, close
the deal and take the extra step. It will
also help to analyse what the customer
wants and needs by combining activelistening and effective questioning...so
they can make a real difference to sales.
Course Description
Course Topics
Module 1 (30 mins):
Sales Through Service Skills The Sales through Service Sequence
First Contact
Module 2 (48 mins):
Sales Through Service Skills Exploring Needs
Meeting Needs
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Complaints and
Angry Customers
Learning Outcomes
Once students have completed this programme, they will be
able to handle more challenging situations professionally and
calmly. Specifically they will be able to:
Understand why customers complain complaints resultfrom your failure to meet expectations - and how to treat
complaints as an opportunity to improve.
Use a systematic 6 step process to resolve complaints.
Understand Parent, Adult and Child behaviours recognising
those behaviours in customers and controlling their own
responses to keep interactions adult and productive.
Manage an angry customer.
Special Features
Multiple video case studies set in commercial and non profit
organisations provide participants with opportunities to
observe, analyse and evaluate different customer service andsales scenarios.
Complaints and Angry Customers
helps sales and service providers
understand how to approach the more
difficult and challenging situations
theyll encounter. It provides
participants with a 6 step method for
handling complaints, communication
strategies for staying in control and for
soothing feelings that are running high.
And it equips participants with aprocess to help them meet the needs
of the most challenging customer.
Course Description
Course Topics
Module 1 (40 mins):
Handling Complaints Getting to Grips with Complaints
A Model for Successful Resolution
Module 2 (31 mins):
Angry Customers Keeping it Adult
The Angry Customer
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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Helping Demanding
Customers
Learning Outcomes
Once students have completed this programme, they will be
able to handle more challenging situations professionally and
calmly. Specifically they will be able to:
Understand why a customer might be shy. Help an undecided customer come to a decision.
Deal with rude customers.
Educate an uninformed customer and create additional
customer loyalty in the process.
Deal with a customer who isnt right, but who is a customer,
and who - with skill will still be one in the future.
Special Features
A variety of sales and service scenarios demonstrate good and
bad practice and are designed to catalyse discussion and
debate between participants.
Not every encounter with a customer
follows a smooth path. There are some
customers who can challenge the skills
of the most dedicated service provider.
These challenges are opportunities - to
exceed customer expectations and
create customers for life.
Course Description
Demanding Customers guides sales and service providers
through a series of scenario based option paths. This will show
the participant how to manage an angry customer, understand
why a customer might be shy and help an undecided customer
come to a decision. It will help to deal with a customer who
isnt right, but who is a customer, and who with skill will still
be one in the future.
Course Topics
Module 1 (22 mins):
Strategies for Challenging Customers Introduction
The Uncommunicative Customer
The Uninformed Customer
Module 2 (24 mins):
Strategies for Challenging Customers The Wrong Customer
The Rude Customer
The Undecided Customer
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk
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7/31/2019 EG SFW CourseGuide
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Introduction to Health and
Safety in the workplace
Whats included?
Background: Who is responsible for health and safety, the
distinctions between risk and hazard, and how you can help
keep yourself and colleagues safe and well at work.
In the Office: Health risks and safety hazards usuallyassociated with working in an office, some of the steps you
might take to keep yourself in good health; you will also be
introduced to hazard warning signs that you might come into
contact with.
Fire: Evacuation procedures, what to do if youre the first
person to discover a fire and youll explore the common types
of fire extinguisher, the fires that they are appropriate and
inappropriate for.
Lifting and Carrying Safely: How to lift and move awkward
loads yourself safely, the kinds of injuries you can sustain from
handling things awkwardly, and how to avoid those injuries,
plus how to use mechanical aids safely.
COSHH: Explore who has responsibility for maintaining a safe
working environment - including COSHH regulations (Control of
Substances Hazardous to Health) - and what safety
precautions should be taken.
First Aid and Accidents: What you can do to help someone
who is suffering from sudden illness or injury, until qualified
medical assistance arrives to take over from you.
Health and Safety is about preventing
accidents, injuries and harm to health
caused at work. Failing to efficiently
manage Health and Safety can be far
more costly than getting it right in the
first place.
Course Description
Health and Safety Training online course provides employees
with all the essential information surrounding Health and Safety
Regulations. This course helps organisation to be legally
compliant with Health and Safety and encourages employees to
understand and take responsibility for keeping safe in the
workplace. This course is suitable as an introduction or as part
of an employee induction programme, further training may berequired for personnel in specialist roles.
The learning is delivered through a mix of questions, information
pages and tutorials. By using animation and graphics our
successful learning methodologies keep the employee engaged
and motivated throughout the learning.
For more information call us freephone 0800 9175425
or visit our website www.exchangegroup.co.uk