Account Management Skills – Defending and growing key accounts is a critically important activity in these highly competitive times. Good account management is about using a rigorous process of planning, customer relationship management and internal team co-ordination. This session covers all these aspects and more.
Assertiveness Skills – Being appropriately assertive is a key skill for people who find themselves having to obtain results whilst building positive relationships with others. The key is to value your own rights but to also value the rights of others. For those who are overly submissive or aggressive this session is a must.
Bringing Coaching To Life - Coaching aims to encourage each individual to solve their own problems and achieve agreed goals. This session shows you how to get them to empower themselves to do just that.
Conflict Resolution Skills - A session that helps delegates better understand their perception of conflict and why it’s not always such a bad thing! It all depends on how it is managed.
Creative Thinking - Innovation and creativity in organisations can be the key to adding value for your customers and differentiating from your competitors. This session explores ways of developing innovative ideas and enabling people to think more creatively.
Dealing With Underperformance – The session examines four different scenarios of underperformance to clarify what underperformance means. Learn the seven steps to achieving improvement and what to do if the underperformer fails to improve.
Decision Making - Making the right decision when you are faced with a range of alternative options can be the key to success or failure in organisations. This session demonstrates a process that will help delegates make those critical decisions.
Developing Natural Authority - Are leaders born or made? What really are the qualities of a great leader and can they be developed? They can indeed be developed and this session provides a first step towards that.
Essential Customer Service Skills – This session is aimed at all customer facing employees and focuses on four key skills for delivering excellent customer service. Transform your customer service team’s results in just two hours by equipping team members to turn every customer interaction into a potential new sale.
Face To Face Communication Skills – Equip your people with key skills of face to face communication including expressing themselves clearly and concisely, responding to other people’s preferred communication styles, and speaking with credibility and confidence. Whether in management, supervisory or customer contact roles this session is ideal for those quite simply needing to be better communicators.
Giving and Receiving Feedback – Giving feedback to employees, and indeed people generally can be a real challenge particularly if the feedback is concerned with raising and overcoming a problem. The person receiving the feedback can react either positively or negatively and it is important that the person giving the feedback can effectively respond to and manage these reactions, whilst being open to feedback themselves. This session is a must for anyone having to confront sensitive issues with others.
Handling Difficult Conversations - Are people really difficult or is it just their behaviour at the time? This session explores how and why we often perceive others as being “difficult” when it may genuinely not be the case.
Influencing Skills – These days influencing is a key area of skill for employees at all levels within an organisation. Knowing what to do to successfully influence another party and knowing how to do it is crucial if they are to work effectively with others and build longer term relationships. This session equips participants with powerful tools and techniques covering both the ‘what’ and ‘how’ of effective influencing.
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Leadership Skills - Find out how to do the right things through a review of the key leadership styles - Autocratic vs. Democratic, Situational and Action Centred. Learn what effective Leaders do and how they do it as well as the mistakes to avoid. Get your people to do the things that need to be done… and like it!
Managing Customer Service – Using a simple four step process participants in this session will learn how to turn a vision for customer service excellence into a reality. Aimed at those managing teams responsible for both internal and external customer service the session results in a customer service improvement plan which all customer facing staff can easily follow.
Managing For Better Performance – Knowing how to improve people’s performance and increase their job satisfaction is the challenge that every manager faces. They say that the best performances are willingly given. Participants in this session will learn how to coach people to develop and grow to achieve greater results and feel good in the process.
Management Skills – Managing for day to day effectiveness and continuous improvement is the challenge of every manager. It requires the use of a five step management process and a set of key skills to use the process. Participants in this session will learn how to immediately improve their effectiveness as a manager and as a result improve their team’s results.
Meeting Skills – Meetings can be either time-wasters or time savers. Properly planned, structured and run meetings can speed up decision-making and problem-solving and can be used as a valuable communication tool. Use this session to equip people to be fully effective in running and participating in meetings no matter what the meeting.
Motivating Others - Find out what motivation really is - what motivates you, as a manager, and the different possible motivators for your staff. The session will also consider some of the theories of motivation, and translate these into practical application in the workplace.
Multi-tasking - This session seeks to actually reduce the need to multi-task through genuinely more efficient ways of working, involving such skills as dealing with prioritisation and tightly managing others’ expectations.
Negotiation Skills – There is a saying that ‘everything is negotiable’. Never has this been truer than today when resources are scarce and long term positive relationships so important. In this climate of increasing interdependency this session covers the key skills of effective negotiation which can be put to use immediately to achieve commercial success and win/win outcomes.
Pain Free Delegation - What stops us delegating? The session is based around a very simple yet practical step by step process which can be followed for virtually any task that may need to be delegated.
Problem Solving - It is essential in today's business world to resolve problems quickly and effectively. This session looks at the key principles of problem-solving and explores different approaches to resolving problems.
Questioning and Listening Skills - To be able to listen well and ask a variety of questions to gain necessary information are skills which are invaluable across all job roles in business. This session will explore the skills and benefits of active listening with practical activities to reinforce the learning.
Running Appraisal Meetings – Performance Appraisal Meetings have the potential to be highly motivational or highly de-motivational. The difference lies in the ability of the manager to properly prepare for meetings, correctly structure them and effectively use skills of giving and receiving feedback. This session covers all these aspects of key appraisal skills.
Running Team Briefings – Team Briefings enable an organisation to communicate top down and bottom up. Find out how to structure the content, roll out the process and use it to engage with your whole work force in this highly practical session which could revolutionise your internal communications.
Sales Skills – Instead of selling at customers, drowning them in product/service details, successful sales people consult with customers, identify their needs and help them to buy. If you want to stop your sales people talking and get them to start listening this is the session for you.
Setting SMART objectives - The stages of each element of the SMART process will be explored and understood thus enabling the delegates to apply SMART in a range of business and personal situations. The focus of the session will be the achievement of specific outcomes using the SMART methodology.
Situational Leadership - Situational Leadership is a model for managing different people in different situations. Situational Leadership provides a strategy for providing the right amount of direction and support to the people you lead as well as employing a consistent leadership style.
Strategic Thinking and Planning – In today’s complex markets the need for clear thinking around strategy development has never been greater. This requires an understanding of the key elements of strategic thinking and an ability to choose the best strategy to deliver a Vision and Objectives. Strategic plans are key to future success as is the ability to implement them effectively. This session provides a powerful tool kit to get started in this challenging area of skill.
Stress Management – If you are experiencing higher levels of absenteeism the cause might be stress related. Whilst positive stress can bring out the best in people negative stress can destroy people’s productivity and motivation. Managing stress is therefore a key area of skill for every employee, not just managers. This session results in the creation of a stress management plan for each participant, for everyone’s benefit.
Talent Development Skills – Keeping your best people and releasing the natural gifts and talents of all employees is every manager’s job these days. Coaching people to grow and develop them is a key area of skill for all those with leadership and management responsibilities. This session uses a simple seven step process (DEVELOP) to equip people manages to also become people developers.
Team Development – Teams evolve and develop into high performing teams as a result of going through a number of development phases. This session examines each phase in turn and shows team leaders how to lead at each phase.
Telephone Selling Skills – Making outgoing telephone sales calls can be an exhausting and de-motivating task in today’s business environment. Yet with better call planning, the use of telephone techniques that really do work and application of effective closing skills telephone selling failure can rapidly be turned into a success.
Working in Teams - A practical, hands-on session exploring the benefits of team working. Synergy, what successful teams do, how they measure success, welcoming diversity within the team structure, the different roles that people play are all covered in the session.
Written Communication Skills - This session is designed to help participants write effectively and persuasively. It introduces the skills, techniques and habits that will enable them to structure written communications and use appropriate language in any document to communicate quickly and easily to the reader the message that they want to put across.
