Effective Appraisals and Target Setting - 1 day

Suitable for: Managers, Supervisors.

People want to know how they are doing, what they are doing right and where they can improve themselves. They appreciate recognition and quality time, they need to know where they are going and how they are going to get there. They need to see how their efforts reflect and tie into the vision and direction of the organisation. This course looks at:

• Planning for an appraisal interview
• How to pre-brief your team members
• How to record progress and make the best use of your organisation's appraisal forms
• Realistic goal setting;
• Setting timeliness and target dates
• Recognise the value of effective appraisals
• Understand the core competencies and how they should be applied and measured
• Recognise the value of “competitive” grading within a workgroup.
• Prepare for discussions and show recognition on areas where delegates have performed above target
• Prepare for discussions with delegates who have underachieved and agree an action plan to improve performance
• Give each individual a realistic target and goal setting plan for the coming year
• Know the meaning and impact of “stretch goals”
• Give effective and constructive feedback to the employees
• Plan a year round assessment and review schedule.

This course works within the framework of your organisation's existing procedures.

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Assertiveness and Confidence Building - 1 day

Suitable for: All people who would wish to make a more positive impact in the workplace and when dealing with
customers and suppliers. It will also help delegates with elements of negotiation skills.

Delegates will be able to demonstrate a better understanding of how to;

• Recognise and explain the differences between aggressive, assertive and passive behaviour
• Describe the benefits of assertive behaviour
• Deal with “fear” positively move to a positive ways of thinking and talking
• Take control through positive body language techniques
• Use an influential style of behaviour for getting ideas accepted
• Deal with difficult people in a more confident manner
• Make a professional impact on others
• Understand their effect on others
• Build on their strengths and successes
• Build on their personality to influence others
• Be comfortable at meetings
• Be more effective in negotiations
• Plan and make presentations with confidence

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Coaching Skills - Delivering On Site Training- 1 day

Suitable for: Team Leaders, Supervisors and Managers

At the end of this training session, delegates will have a better understanding of:

• Coaching and developing staff in the workplace
• Counseling team members
• Identify a range of learning styles and how to utilise them effectivly
• Structure the learning outcomes and content of each session
• Introduce effective training activities and exercises to stimulate interest and understandi
• Recognise and overcome difficulties with delegates in the learning environment
• Review learning  concepts and know how to review and check understanding of delegates
• Planning,  follow up and action plan
• Monitoring and measuring performance change

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Managing a Customer Service Team - 1 day

Suitable for: Directors, Managers and Supervisors

At the end of this course delegates will be able to understand and demonstrate the following;

• How to Motivate a customer service team
• Sharing Visions goals and achievements
• Help develop staff by mentoring and monitoring their interaction with the customer
• Set and monitor performance related goals
• Supporting team members with difficult customer transactions
• Getting results through people
• Coaching and mentoring Skills
• Building reputations and enhancing images
• Exploring good customer service and relating it to delegates'   organisations
•  Today's climate and demands
• Missions, vision and values
• Who are your customers?
• Planning for a better service
• Customer satisfaction surveys
• Customer service system
•  Constructive behaviour
•  Finding out what your customers really want
•  Devise a personal action learning plan

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Emotional Intelligence - 1 day

Suitable for: Directors, Managers and Supervisors

At the end of this session delegates will be able to recognise and act upon the following;

• Use Emotional Intelligence as a business tool
• Inspiring others to achieve
• Identifying the emotional impact within themselves and others
• Increasing self-awareness and improving self-motivation
• Using emotions to communicate feelings, or employ them in thinking or creating new ideas and
  initiatives
• Managing emotions and recognizing the ability to regulate emotions in oneself and others so as to
  promote personal understanding and growth.
• Using empathy and understanding to improve working relationships

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Finance for Non-Financial Managers - 1 day

Suitable for: Directors, Managers and Supervisors

This course is designed for managers who are not accountants but need to understand
how to contribute to budget plans and track costs as well as demonstrate how they can contribute to
reducing costs and increase profit for the business as a whole. Topics will include;

• “Make sense out of numbers”, from businesses financial reports and forecasts
• Understand their duty of accountability for their departments planning, budget, costs and cash flow
• Understand the balance sheet and the profit & loss account, and other key documents
• Understand the importance of cash and profit, how it affects their company’s strategies and tactics
• Be able to produce, and account on budgets and trends affecting their department
• Continually looking at ways improving financial performance of their department
• Communicating effectively
• Plan for future year budgets realistically
• Review capital costs and understand depreciation

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Goal and Objective Setting and Time Management - 1 day

Suitable for: Managers, Supervisors or Team Leaders

At the end of this training session delegates will be better able to identify the value of;

• Work-Life Balance - the use of time in both their work and personal life
• The value of effective planning, scheduling and diary management
• Prioritising tasks and projects
• Reorganising as operational pressures dictate
• Reducing stress and anxiety
• Completing small tasks as they contribute to freeing up time for larger projects
• Creating and maximising time
• Using time effectively

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Foundation of Management Courses - A series of one-day modules that can form part of a personalised program for your new and existing managers' development.

Suitable for: Managers, Supervisors and all people new to a Leadership or Management position

Module 1: Goal setting, planning and time management
Module 2: Motivation, delegation and empowerment
Module 3: Customer focus and selling skills for your internal and external customers
Module 4: Personal impact and influence, management style, problem-solving and decision-making
Module 5: Finance for non-financial managers (under development)
Module 6: Developing professional relationships and team building, coaching, counseling, the appraisal interview, the disciplinary interview
Module 7: Selection and recruitment interviewing skills
Module 8: Negotiation skills, powers of persuasion
Module 9: Image projection and marketing for managers
Module 10: Presentation skills and public speaking

Each of the above modules: are also available as stand alone one day courses.

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Recruitment and Selection Interviewing Skills -1 day

Suitable for: Managers, Supervisors or Team Leaders

An interview is a life-changing experience for both interviewees and interviewers! This course helps you to ensure that you get good people to help take your organisation’s image, style, and efficiency further forward. It can be expensive to recruit new members of your team; and even more expensive if you recruit the wrong people! We look at:

• Planing for Recruitment
• The Job Description;
• The Person Specification;
• Accepting or rejecting applications and CV’s;
• Being clear about whom you wish to interview;
• Competency-based and Behavioural skills interviewing techniques;
• Make effective final selection of candidates.

 

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Customer Service Excellence - 1 day or 2 day

Suitable for: Managers, Supervisors and all customer facing or telephone contact staff.

• What is effective customer service?
• Communication skills
• "Internal and External Customers"
• Building rapport Building relationships
• The "Pride and the Passion"
• Managing customer processes
• Making a difference
• Exploring good customer service and relating it to delegates'   organisations
• Today's climate and demands
• Missions, vision and values
• Who are your customers?
• Planning for a better service
• Customer satisfaction surveys
• Customer service systems
•  Handling complaints
•  Constructive behaviour
•  Finding out what your customers really want
•  Good telephone skills
•  Devise a personal action learning plan

This course is available as a one day version or a two day more detailed version linked by an assignment.

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Handling Difficult Customers Course - 1 day

Suitable for: Customer facing staff and those who use the telephone as part of their job role.

• Who is a difficult customer?
• What can go wrong?
• Triggers and warning signs
• Creating the right impression
• Effective questioning and active listening
• Techniques for managing difficult calls
• Conflict resolution
• Collaboration and Win/Win techniques
• Assertiveness in customer service

 

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Change Management - 1 day

Suitable for Managers and supervisors In business we frequently have to change our systems, working practices, procedures or strategy in order to increase efficiency, reduce costs, keep up with an ever changing market place, include the latest legislation and match ever changing customer expectations. This course looks at the processes of planning and implementing change and how to get involvement and “buy in“ from the people and teams who would be affected by such change.

• Why change?
• Planning for change
• The “cost “of change
• Building expectations
• Selling to your team your new concepts and ideas.
• Setting new goals for your team
• Supporting your colleagues and your team during the transitional period.
• Promoting a culture for pro-active and continual change

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Selling Skills and Customer Service Course - 1 day

Suitable for: Managers, Supervisors and all team members who are involved with selling, or interacting with existing and potential customers At the end of this learning experience, delegates will be better able to understand the techniques of selling and providing a quality service to customers while promoting the image of the business, gaining loyalty, reputation, gaining new customers and getting repeat business. Delegates will be able to demonstrate an understanding of

• How to build an effective rapport with potential and existing customers
• Identify the features and benefits of the product or the service you can offer
• Establish and understand what similar products are on the market
• Recognise who your competitors are and look at how your products and services can and provide better value and quality
• Express the “unique selling points” of your product or services and relate to your potential customers specific needs
• Deal with customers who raise objections or arguments
• How to make and “close the sale” of your goods or services
• How to deal with customer complaints and dissatisfaction
• How, by building up relationship, they can make a lasting impact
• Promoting the image and reputation of your business
• Gain customers' loyalty
• Promote the  value of “after sales service”

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Negotiation Skills, Conflict Management and Resolution - 1 day

Suitable for: Directors, Managers and Supervisors

In the best working environments and teams, conflict is an issue that will arise from time to time. Some conflict could be seen as being "healthy" and provoke constructive discussion. Other Conflict can become negative. If negative conflict goes unrecognised or unchecked it can have a major detrimental effect on a team through low morale, absenteeism and therefore hit productivity. It can even lead to key and effective staff members leaving an organisation. If conflict goes to a hearing, appeal and arbitration it can also become very costly to a business and could cause a business to pay large sums in compensation or settlements. Conflict management therefore is a key skill for effective managers.This course addresses the following:

• Prepare a strategy for successful negotiations
• Project and promote your position in a negotiation
• Get the “best deal” available
• Influence and persuade both colleagues and clients
• Work towards a Win/Win Situation
• What is conflict?
• The background to employee relations & conflict in the workplace
• What causes workplace conflict ?
• Actions to help you minimise conflict
• Ways to deal with conflict
• Some tips on dealing with difficult people
• Skills practice

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CV Writing and Interview Techniques - 1 day

Suitable for: All people who aspire to re-start their career through job change or who are returning to work

When looking for a new job or returning to work from a break we need to be focused as to what we are aspiring to achieve and be able to market ourselves within the job market. This course will give you positive guidelines to do this. This course addresses the following:

• Defining your work aspirations and goals
• Recognising your relevant strengths and experiences
• Constructing an effective CV
• How to prepare and present yourself at interviews
• Interviewing styles
• Making a lasting impressions

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Remember, many of the above courses can also be customised to suit your specific needs and corporate style!

Contact us now to find out what we can offer you.

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Brian Ablett / Our Associates