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APPRAISAL SKILLS FOR REVIEWERS
Max 12 delegates
Suitable for managers who wish to maximise performance through appraisals
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Identify the value of an appraisal process |
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Consider the structure of an appraisal |
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How
to deliver any kind of message for lasting change |
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Understanding the true value of constructive criticism |
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Dealing with difficult reviewees |
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Becoming an effective reviewer |
APPRAISAL SKILLS FOR REVIEWEES
Max 12 delegates
Suitable for all staff attending an annual appraisal
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Considering the benefits of an annual appraisal process |
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Taking ownership of your annual appraisal |
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Understanding the benefits of constructive criticism |
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Getting more from your appraisal |
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Becoming a self-directing reviewee |
ASSERTIVENESS – 1
DAY COURSE
Max 12 delegates
Suitable
for delegates wishing to improve self-esteem & self-confidence
in order to deal effectively with challenging people and situations.
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Exploring
individual assertiveness challenges |
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Identifying
the terms passive assertive and aggressive |
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Learn
to recognise what assertiveness looks like, sounds like & how
it feels |
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Disarm
aggressive behaviour in others |
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Build
a toolbox of assertiveness interventions |
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PUTTING
PEOPLE FIRST IN CUSTOMER CARE – 1 DAY COURSE
Max 12 delegates
Suitable
for all staff at the customer interface
A course that is designed to underpin the knowledge required to pass Customer
Service NVQ level 2
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Considering
that your verbal and non verbal behaviours impact on customers
both internal and external. |
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Identifying
the stages of customer communication and the elements of each
stage. |
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Professional
telephone customer relations |
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Taking
responsibility for customer satisfaction and maintaining a customer–led
image. |
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Understanding
the value of ‘Happy Endings’ in complaint handling. |
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EFFECTIVE
MEETINGS – A HALF DAY COURSE (3 HOURS)
Max 12 delegates
Suitable
for anyone wishing to maximise his or her performance in leading
and attending meetings. We will examine the varied roles that exist
in a meeting situation, and gain insight into planning meetings
to ensure outcomes are constructive and reflect objectives
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Adopt a checklist
approach to planning a meeting |
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Recognise and
manage individual challenges during a meeting |
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Maximise your
contribution as an attendee |
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Adapting your own
style to maximise attendance and attendee contribution |
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Ensure outcomes
reflect objectives and are acted upon |
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Time management |
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Evaluation and improvement
of meetings |
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EFFECTIVE
PRESENTING – 2 DAY COURSE
Max 10 delegates
Suitable for anyone
making or likely to make presentations of a formal or informal nature
whether to a team or a wider audience
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How to structure a presentation |
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Preparation
and practice methods |
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Complimentary
equipment use |
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Understanding
the effect of body language and how to maximise your personal
impact |
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Understanding
the needs of an audience, how to engage and hold their attention |
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The use of interpersonal
skills and influence |
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Facilitation, what is
it and why does it enhance the learning? |
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“Excellent
pace of course, challenging, yet surprised us all in the grade of
work we achieved. I really feel this course has met my learning and
development needs.”
Delegate
Northampton Borough Council. May 2005 |
INTERPERSONAL SKILLS – 2
DAY COURSE
Max 12 delegates
Suitable for delegates wishing to develop
their communication style and skill base in order to maximise their personal
effectiveness.
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Enhance
your communication techniques for positive reactions from customers,
colleagues & your team |
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Understand
the power of rapport |
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Identifying reasons for interpersonal breakdown |
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Sharpening questioning and listening techniques |
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Reading and responding to body language for positive outcomes |
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Different strokes for different folks |
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Introducing the subject of emotional intelligence |
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The correct and positive use of constructive criticism |
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FACILITIATION SKILLS – 1
DAY COURSE
Maximum 12
delegates
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Understanding what facilitation is |
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Understanding the benefits of facilitation in a learning
environment |
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Looking at what facilitators actually do |
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Understanding how to become more of a facilitator |
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Understanding ways to engage and involve a variety of
audiences to increase transferables |
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Learn how to motivate, captivate and persuade an audience
for maximum impact |
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MANAGEMENT & LEADERSHIP
THREE DAY COURSE
can be run in half-day modules to suit the delegate or organisational time frame.
Maximum 22 Delegates
This course provides managers with the competencies for success.
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Beyond mere management |
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Underlying attitudes & beliefs for success |
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What high performance leader/developers actually do |
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Explicitness – the under emphasised skill |
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Diagnosing performance issues |
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Rewards & penalties |
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Maximising people potential through feedback |
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Motivation, ‘different strokes for different folks’ |
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Situational leadership & consistency |
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Leading change & transition |
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Click here to download more details as a PDF |
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