ASSERTIVENESS – 1 Day Course

• Exploring our individual assertiveness challenge areas
• Clearly understanding the terms passive assertive & aggressive
• How to stop saying yes when we mean no
• Why assertiveness is essential for people management
• How to make our point & get our needs met whilst respecting others
• Practice a two-step approach to assertion to protect our personal and professional boundaries
• Build a toolbox of assertiveness interventions to use post course
  

ASSERTIVENESS  - Two day version available which incorporates constructive criticism guidance and practical role-play sessions for increased depth.

CUSTOMER CARE – One Day Course

• What is Customer Service/Customer Care?
• Who are our customers
• Considering that our behaviour can have an impact on customers
• Understanding how our mindset effects service delivery outcomes
• Identifying the stages of customer communication and the important elements of each stage - including effective listening and questioning techniques
• How to deal with customer complains and bring about a customer service recovery

FACILITATION SKILLS – One Day Course

• Understand the role and function of the facilitator
• Understand the benefits of effective facilitation for a group
• Understand how nerves and fears may affect our performance as facilitator, and how to overcome them
• Understand ways to manage groups for maximum participation

MAKING TEAM CONNECTIONS – One Day Course

• Considering our personal styles of working and how we interact with others
• Looking at people in a new way in order to understand and dissolve common causes of everyday workplace conflict.
• Understanding teamwork using a team challenge to highlight roles discovered
• Collaboration in action to complete a set objective and task, highlighting the benefits of diversity

BESPOKE TEAM AWAY DAYS

• We design bespoke team days around your own aims and objectives.
• We offer a range of activities and exercises that allow teams to learn whilst having fun.
• We can include pre event online profiling to build understanding, improve communication, increase collaboration and reduce conflict.
• Profiles created highlight areas of existing team strength and areas for developmental focus.

APPRAISAL SKILLS FOR REVIEWERS – Half Day Course

• Identify the value of an appraisal process
• Consider the structure of an appraisal
• How to deliver any kind of message for lasting change
• Understanding the true value of constructive criticism
• Dealing with difficult reviewees
• Becoming an effective reviewer

APPRAISAL SKILLS FOR REVIEWEES – Half Day Course

• Considering the benefits of an annual appraisal process
• Taking ownership of your annual appraisal
• Understanding the benefits of constructive criticism
• Getting more from your appraisal
• Becoming a self-directing reviewee
  

EFFECTIVE PRESENTING – One day course (for one to four delegates) Two day course (for up to ten delegates)

• How to structure a presentation
• Preparation and practice methods
• Complimentary equipment use
• Understanding the effect of body language
• Understanding the needs of an audience
• Facilitation skills for maximum impact 
• Persuading an audience
  

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CV WRITING & INTERVIEW SKILLS – Half Day Course

• Develop an understanding of the job application process
• Develop a CV – opening statements, content, approach & common errors
• Understanding the application form – useful language and phrases
• Understanding how nerves and fears may affect our ability to perform – managing nerves and building rapport
• Understanding modern interview techniques
• Discover the important things to do before, during and after the interview

ATTENDANCE MANAGEMENT – Half Day Course

• Understanding the impact of poor attendance
• Roles and responsibilities
• Monitoring
• When and how to take action
• Effective return to work interviews and feedback

UNDERSTANDING BULLYING & HARASSMENT – Half Day Course

• Recognising bullying and harassment
• Why do employers need to take action
• What should YOU do?
• Legal obligations

UNDERSTANDING DISCIPLINARY & GRIEVANCE PROCEDURES – Half Day / Full Day Course

• Why do employers need to take action
• What should YOU do?
• One day version includes: Looking at your policy and case studies and quiz to give confidence for practical implementation back in the workplace
• Understand the terminology involved.
• Enhance skills and confidence in dealing with such issues.
• Aid learning through group discussion and experience.
• Understand the process for managing disciplinary and grievance.
• Understand the legislative requirements.

GIVING FEEDBACK FOR ENHANCED PERFORMANCE – Half Day Course

• How our mindset affects our verbal and non-verbal communication
• Delivering honest feedback and criticism for enhanced performance
• Understanding the correct and positive use of constructive criticism
• How to accept feedback and criticism for growth and change

CONFLICT MANAGEMENT – Half Day Course

• Conflict – what is it?
• How does conflict start?
• Different people, different styles.
• Conflict strategies.
• Building bridges.
• Think right, say it right, do it right.

APPRAISAL SKILLS FOR REVIEWERS – Half Day Course

• Identify the value of an appraisal process
• Consider the structure of an appraisal
• How to deliver any kind of message for lasting change
• Understanding the true value of constructive criticism
• Dealing with difficult reviewees
• Becoming an effective reviewer

APPRAISAL SKILLS FOR REVIEWEES – Half Day Course

• Considering the benefits of an annual appraisal process
• Taking ownership of your annual appraisal
• Understanding the benefits of constructive criticism
• Getting more from your appraisal
• Becoming a self-directing reviewee

ONE TO ONE, BESPOKE, COACHING

• To support your own personal development goals. Three hour, one to one sessions available. Contact us for a no obligation discussion.

INSIGHTS DISCOVERY

• Online profiling and one to one feedback available through Insights Discovery.
• Profile feedback includes insights into all aspects of management, sales and leadership style, highlighting clear areas of strength and clear areas for your development focus.

INSIGHTS DISCOVERY
Personal & team online profiling
Profile feedback includes insights into all aspects of your management, sales and leadership style,
highlighting your areas of strength and clear areas for your development focus.

LEADING & DEVELOPING HIGH PERFORMANCE
A comprehensive course including 5 psychometric tests and text book. Suitable for those new to management or those wishing to refresh their management and leadership skills. Four day course or can be run in modular format to suit client’s timeframe. Click on the L&DHP tab (on home page)

Click here to download more details as a PDF

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