Effective Business Writing - 1 day

Effective business writing has brevity, clarity, impact and style. Being a persuasive writer means more positive responses and a greater likelihood of achieving your results. This course will help delegates to gain confidence in producing powerful written communication. It will show how to recognise common mistakes and apply the correct alternatives and identify appropriate style for purpose and readership.

Suitable for: All people who are responsible for generating or responding to professional business communication
By the end of the course delegates will be able to:

Gain confidence in producing powerful written communication
Use the principles of style and construction to create effective business documents which are accurate, concise and clear
Recognise common mistakes and apply the correct alternatives
Identify appropriate communication methods and their use in the workplace
Identify appropriate style for purpose and readership

Home Page / Course Index / Objectives & Vision / Contact Us

Communication Skills - 1 day

Communication is a skill that most of people take for granted but it is a skill that can be developed. At the end of this module, delegates will be better able to understand the power of effective communication. They will explore how to build rapport, develop good questioning techniques and listening skills and build relationships. They will learn how they can make an impact and get their point across as well as developing their effective listening skills and developing understanding. We will look at verbal communication as well as written, including emails, memo’s and reports We will also look at the impact of non-verbal communications and its impact.

Suitable for: Any person who wished to further develop their interpersonal skills by communicating professionally.

Course Outline;

Skills required to communicate effectively
Power of non-verbal communication and how to use it
Difference between hearing and effective listening
Meaning of effective questioning and probing
Appropriate use of different communication systems
Develop a departmental newsletter website or blog
Become more assertive
Develop powers of persuasion

Home Page / Course Index / Objectives & Vision / Contact Us

Customer Care Excellence - 1 day

This workshop is for anyone involved, either directly or indirectly, in providing service to clients, customers and colleagues inside or outside their organisation. The workshop looks at what customers expect and demand and review strategies for developing rapport, build reputations and promote long term customer loyalty.

Suitable for: All staff members involved with Sales and Customer Services as well as all company personnel who wish to enhance their communication skills professionally.

Course Content ;

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

Home Page / Course Index / Objectives & Vision / Contact Us

The Executive PA

This course explores the working relationship between a Personal Assistant and their Manager. We will review how to providing professional support and assistance to your Manager while “protecting” them from unnecessary or inappropriate communications. We focus on organisational styles and problem solving and decision making. This course will explore the variety of duties and responsibilities of the Executive PA role and how best to conduct them. We also examine how to build a professional relationship with key contacts, both inside and outside the organisation.

Suitable for: Secretary’s and Personal Assistants who work for a Director, Executive or Senior Manager.

Course Outline;

Understanding your business vision, goals and culture
Understanding your Manager/Executive
Management style and your impact on it
Effective communication skills
Public relations
The PA as a mentor - Keeping you Manager “out of trouble”
Fielding, referring or blocking unsolicited calls
Questioning techniques and negotiation skills
Project and time management
Diary management and prioritising
Developing rapport and relationships
Negotiation Skills

Home Page / Course Index / Objectives & Vision / Contact Us

Effective Meetings and Minute Taking Skills - 1 day

Suitable for: Managers, Supervisors, Secretary’s, P.A. and all team members who regularly attend or organise meetings.

This course provides a training experience for anyone who is responsible for arranging meetings and taking minutes. At the end of the training experience delegates will be better able to recognise and understand;

How to plan and organise a meeting
How to draw up an effective agenda
What are minutes?
Format and style of minutes
Brevity
What to record and how to record minutes
Personal action plan

Home Page / Course Index / Objectives & Vision / Contact Us

New Managers Course - 2/3 day

Suitable for… People who have recently been promoted to a position of management or leaderrship of a team or within their first year of command.

The objective of this training programme is to enable new Leaders, Managers and Supervisors to better understand

How to make the transition between being a member of a team to become a leader of a team.
How to gain confidence as a leader, help them make this crucial and perhaps the biggest single career step in their career and
The tasks, responsibilities and accountabilities of a new manager.
First steps and running a team.
Communication Skills
The Shadow of the Leader – Management style, personal impact and effectiveness
Motivation, delegation and team building
Staff Care, training and development
Monitoring and mentoring, following through on staff appraisals and development
Managing a customer focused team
Discipline, disputes and conflict management
Time management, goal setting and delegation
Representing your team - reporting and presentations

Delivering Quality - 1 day

Suitable for: Directors, Managers and Supervisors

"Quality" is a word that is often mentioned in terms of service delivery and support. It also is frequently a part of a "mission statement" or "vision" relating to product performance and customer satisfaction. What does "delivering quality" really mean? How can you continue to exceed your customers expectations in terms of Quality and Consistency? This course looks at these issues and explores how you can implement a management style and benchmarking within your organisation.

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

The total quality process required within an organisation
Total Quality Management processes
Quality Control
Setting standards, benchmarks and achieving creditation
Monitoring and assessment
Training and coaching for quality
Change in response to continuuse improvement
How to deliver quality products or services, consistently to their customers

Home Page / Course Index / Objectives & Vision / Contact Us

Impact and Etiquette in the Workplace - 2 day

Suitable for: People new to the workplace, or for returnees.

Starting out as a new member of the workplace, or returning back to work after two years or more, requires effective preparation and a positive state of mind. This course:

Is designed to build (or re-build) the confidence of individuals who wish to get maximum job satisfaction and make a positive impact on new work colleagues;
Looks at how to behave and react to others in a professional manner;
Updates or informs individuals of current working practices, expectations, procedures and technology;
Discusses how to get your ideas and thoughts heard, effective communication, prioritising and time management.

Home Page / Course Index / Objectives & Vision / Contact Us

Job Search and Interviewing Skills - 1 day

An interview can be a life changing experience! It's how you get yourself invited to an interview and how you present yourself at an interview that makes all the difference. This course looks at the whole process from job search to filling in your application, writing your CV and your covering letter, to preparing for the interview itself. We look at:

Suitable for: Staff looking to progress or to move on within your organisation. This course will suit delegates of all levels of experience. We have also run versions of this course at schools and universities for people setting out on new careers.

First impressions
How to research a job;
What a new organisation or department would expect of you - and what you should expect of them!
How to anticipate questions and prepare for effective answers;
How to present yourself at interviews.

Home Page / Course Index / Objectives & Vision / Contact Us

Leadership Skills - 2 day

Suitable for: New leaders and supervisors.

One of the hardest transitions in our work life is the first time we are promoted to be a leader. Leaders are often initially appointed because of their technical expertise and specialisation, but these people frequently need to develop new skills in order to manage and motivate their workgroups. This course examines these skills and looks at:

Ways for people to develop themselves as well as the teams they are managing;
Ways of measuring performance;
Motivating, delegating and coaching groups;
Different types of interviewing.

A team needs a good inspirational leader in order for it to work efficiently and enthusiastically within budget, while further developing the potential of its members for the future benefit of the organisation.

Home Page / Course Index / Objectives & Vision / Contact Us

Letter and Report Writing - 1 day

Suitable for: All people who have to prepare and write letters and reports for an organisation or who write letters representing the customer to customers and suppliers.

At the end of this training experience delegates will be better able to

Choose the most appropriate form of written communication and style of writing to suite the needs of the customer and promote a professional corporate image.
Be able to write in plain and clear English without ambiguity,
Keeping the message short and to the point.
How best to deal with customer enquiries and complaints
How best to prepare and produce a report.

This course will build on the confidence and experience of your team members.

Home Page / Course Index / Objectives & Vision / Contact Us

The Power Of Persuasion - Overcoming objections: negotiation and selling skills - 2 day

Suitable for: Managers, Supervisors, Team Leaders and all staff involved with selling, negotiating and customer service

Selling an idea, concept or service can sometimes be a challenge, as it takes both the right skills and the right attitude to reach a compromise or go on to win the business. This course discusses how to listen effectively to customers' needs and then how to use your product knowledge to explain specific benefits in terms that they will recognise and identify with.

We look at:

What happens when a customer raises objections or arguments;
How to overcome doubt or negative thoughts by building empathy, presenting alternative thoughts and real benefits;
Negotiation techniques and how to draw towards a “win-win” solution;
How to deal with customer complaints and dissatisfaction;
How to present solutions that will not only keep the customer happy, but positively enhance your reputation.

Home Page / Course Index / Objectives & Vision / Contact Us

Human Resources in a Nutshell

Suitable for: Directors and Managers who need to better understand their obligations for recruitment, employee relations, appraisal processes, staff development, training, disciplinarily, conflict management and dismissal

All managers who manage a workforce need a full understanding as to what they must do, what they could do and what they should never do in terms of employee relationships. Many managers are wary about their impact of dealing with employees and may not be aware of all options open to them. Decisions can of course be made in association with their HR partners in medium to large organisations, in which case this course would give them a good insight and help prepare them for these meetings. Smaller firms and businesses however may not have an HR department so this course would be invaluable for them.

By the end of this training session delegates would be more aware of;

the vital legal requirements in relation to employing and releasing staff
the possible discriminatory practices in relation to employing staff
the distinction between job descriptions and person specifications and how to use them in recruitment, selection and performance management
appropriate induction arrangements for new staff
Look briefly at best practice in appraisal
the range of options for staff development
the basics on disciplinary and grievance processes

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

Home Page / Course Index / Objectives & Vision / Contact Us

The Team Secretary

This course reviews the roles and responsibilities of the Team Secretary. It shows how to build rapport and engage professionally with the team. It will give guidelines to how to agree responsibilities and establish boundaries and how to support the team effectively. We review time management and goal setting issues as well as problem solving and decision making. Delegates will also be better able to prioritise workloads and work with the team to negotiate effective outcomes and throughput of work. We look at how to build professional relationships with members of the team as well as with key internal and external contacts.

Suitable for: Secretaries who are responsible for supporting more than one manager or a group of people.

Representing and supporting the team
Vision, goals and team culture
Identifying the challenges
Handling conflict
Question and listening skills
Minute taking
Report writing
Diary keeping and scheduling
Negotiating Skills
Time management and goal setting
Identifying and agreeing priorities
Managing paperwork – storage and retrieval

Home Page / Course Index / Objectives & Vision / Contact Us

Brian Ablett /Angee Holford/ Our Associates