Communication

This course highlights the important aspects of customer relationships and provides participants with the skills and knowledge to foster positive interactions with every customer they come into contact with.

This is aimed at anyone who comes into contact with customers, whether via the telephone or on a face to face basis.

By the end of this training course, participants will be able to:

• Understand their customers and their needs
• Follow a clear process for communicating with customers
• Use Questioning and Listening skills effectively with customers
• Effectively manage difficult situations with customers.

The ability to communicate effectively is essential in business. However, our ability to communicate well is seriously undermined if this is not underpinned by good listening skills.

The ability to listen effectively is so important that it is worthy of a training session in its own right.

This half day session can be used as a stand-alone programme or can be used within a wider programme where listening skills are important. It provides participants with basic but effective techniques to ensure that they listen effectively on a consistent basis.

During this listening skills training workshop participants will be given the tools to:

• Explain why listening skills are important
• Identify key reasons why we can fail to listen effectively
• Adopt simple techniques they can always use to ensure that they listen.effectively

Anyone that coaches as a part of their job role would benefit from the content of this course, it will help develop the participant’s practical skills and ensure they are demonstrating coaching behaviours that will nurture those around them.

Coaching skills have become an important tool in the armoury of great leaders and people that work with developing others as they encourage empowerment and self-belief.

At the end of this coaching skills training course, participants will be able to:

• Explain the principles of coaching, what is, what it isn’t and how it works in practical terms
• Describe the best time to use coaching in order to ensure it is at its most effective
• Practically apply coaching methods that get results in their work environment
• Utilise positive questioning and listening techniques that can be applied to coaching scenarios to get the best out of others each others ability.

This course will develop excellent coaching skills and is suitable for supervisors, team leaders and anyone in a management role.

At the end of this Coaching Skills for Managers Training Course participants will be able to:

• Define what coaching is and explain its role in the workplace
• Explain the manager's role in the coaching process
• Know when they have created a positive coaching environment
• Follow a specific procedure for coaching success
• Use the GROW model to provide successful coaching conversations
• Use coaching communication skills to good effect
• Identify coaching opportunities and appreciate which style to use.

This course has been developed to help and improve dealing with Communicating Difficult Messages Training Course. It will help to identify the best method of relaying information taking into account the message and the individuals involved and enable you to improve communication skills through practical application.

The key aim is to ensure participants have the confidence, knowledge and skills to effectively communicate to their teams.

At the end of this Communication Skills Training Course, participants will be able to:

• Identify the best method of communicating for the topic
• Prepare and structure effectively in order to communicate a difficult message
• Use techniques to overcome personal barriers to communicating difficult messages
• Manage awkward behaviours and difficult personalities
• Facilitate effective communication sessions.

This course will help front line staff who deal with complaints in a straightforward and effective way.

Complaints are a common factor for all businesses. Customers will always demand good value and equally effective service. Complaints can make or break an organisation, particularly now that the Internet provides such an easy forum for customers to air their grievances.

Ensure you are skilled in handling complaints. Not only will this help to solve problems as they arise, but will also help to improve business as a whole.

By the end of this complaint handling training course participants will be able to:

• Explain why good complaint handling is important to the business
• Handle complaints effectively and consistently using the AURA approach
• Handle hostile complaints calmly and professionally
• Turn around customer complaints and dissatisfaction.

Effective communication skills are the cornerstone to success in the business world today. Every job, no matter what it is, requires excellent communication capabilities. If you want to progress in your role, you need to be able to both express yourself clearly and be able to listen and understand the needs, wants and intentions of others when they communicate. Therefore, this course is suitable for everyone in any role.

At the end of this leadership skills training course, participants will be able to:

• Communicate clearly and get their message across
• Encourage others to open up and speak freely with them
• Communicate confidently with people at all levels
• Cope with difficult communication situations.

This course is suitable for a variety of audiences, but particularly those individuals who need to regularly influence the actions of others, such as management and senior leadership teams.

At the end of this influencing skills training course participants will be able to:

• State the fundamental principles of influencing other people individually or in groups
• Describe the role of power with regards to influencing
• Identify their preferred influencing style and the impact this has on others
• Identify barriers and enablers to Influencing
• Describe and demonstrate their influencing skills via group exercise.

The selection of new employees can be a long, drawn-out and expensive process. This means that we must do everything we can to ensure that when we do make a decision we choose the right person. Having gone to all the trouble of working through a selection process there is nothing worse than taking on a new employee who turns out to be unsuitable.

This course will help to develop selection interviewing techniques by making use of our effective PRICE structure and Question Plan. It will also develop many of the skills and techniques that will help you to use the structure effectively.

By the end of this Interview Skills training course participants will be able to:

• Take a logical approach to selection interviewing using the PRICE structure and Question Plan
• Prepare effectively for selection interviews
• Build and maintain appropriate rapport with candidates
• Conduct selection interviews effectively and professionally
• Manage the expectations of candidates when closing selection interviews
• Evaluate the interview to help select the best possible candidate.

Although this course has been designed with Managers in mind, the content is suitable for anyone that might have to deal with ‘difficult’ behaviours or be placed in situations where they have to influence and adapt to other people.

The course will act as a great tool for self-awareness and will help develop the communication skills of anyone that attends.

At the end of this Managing Difficult Behaviours Training course participants will be able to:

• Identify the root causes of tension in the workplace
• Recognise common triggers and inhibitors of behaviour
• Appreciate the Stimulus-Response model and how to adapt to it
• Explain the attitude and behaviour cycle and relate it to your own experience
• Understand and apply behaviours for defusing/calming situations

Anyone in a position of managing or leading others will benefit from this course. The course sets out to help participants manage the performance of their workforce through common sense techniques that focus on the effective use of communication and goal setting to improve productivity and increase morale and motivation.

The session will steer away from the procedural, form-filling approach to performance management/appraisals and instead focus on the skills required to effectively co-operate with team members, develop their skills and ensure they feel incentivised to succeed.

At the end of this managing performance training course, participants will be able to:

• Manage performance by setting clearly aligned goals that are documented
• Identify causes of poor performance whilst working with employees to improve and develop
• Recognise and communicate success, focusing on behaviour and results
• Co-operate with employees in order to increase productivity, morale and motivation.

This course has been designed to provide advice, support and guidance to anyone that may be taking on the role of mentor. It is aimed at anyone who has been asked to take up the role of mentor or may be asked as part of their working role.

At the end of this mentor training course participants will be able to:

• Explain the mentor/mentee relationship and the roles and responsibilities
• Develop a clear set of guidelines and principles for a successful mentor relationship
• Understand and use specific tools to help you provide effective support for the mentee
• Confidently deliver exceptional mentor support.

Anyone in a position of managing or leading others will benefit from the message delivered within this course. The course sets out to provide participants with a series of straightforward techniques that, if followed correctly, will give you a different way of discussing the future changes at your organisation, to help make it a success, not only for the individuals attending the training course, but for teams and customers too.

At the end of this planning for change training course, participants will be able to:

• Recognise your own journey through change and how you have adapted to different situations
• Demonstrate practical methods of delivering a change message
• Prepare a message for teams using a standard process to engage and empathise with your staff
• Explain a simple change model that will help you move people through the various stages of change
• Distinguish the 7 steps to influencing change.

This course will help participants understand the essential elements and tools of project management and will enable learners to manage small to medium sized projects.

It is essential to adopt a structured approach to managing projects to enable accurate planning, identification of risks and issues, select the appropriate team and have a system in place to manage the inevitable changes that occur over a project's duration.

At the end of this project management training course, participants will be able to:

• Describe the importance of effective project management
• Explain the role of a project manager
• Explain how to initiate, deploy and close a project
• Describe how to use a toolkit of project management tools and techniques.

This course will suit anyone involved in the development of others, including trainers, managers, leaders, consultants, teachers, technical trainers, lecturers and more.

A motivated and competent trainer can mean the difference between success and failure for your organisation. Knowledge and expertise in a subject are not enough to ensure training is effective.

Anyone who is training in your organisation has a huge influence on the success of any employee they come in contact with. So train the trainer courses are essential to a successful staff development programme.

This course will ensure your trainers are exposed to the most up-to-date training methods and techniques, filled with practical exercises and valuable content.

The benefits your organisation will gain from delivering this course:

• Training in your organisation will become more effective
• Your trainers will be equipped with the skills to motivate their audience
• Training sessions will be more meaningful and results orientated
• Trainers will learn to create lasting impressions on their trainees, making sure that the necessary skills to succeed in their roles are delivered effectively
• Your training staff will understand how we learn, will be well-prepared and will focus on outstanding delivery
• Trainers will gain excellent delivery skills to make a positive impact on others
• Reduce staff turnover by improving the quality of your training
• Save money by up-skilling your existing staff, instead of hiring someone.new