CUSTOMER
CARE
Management
in many organisations consistently tell both customers and staff that customer
satisfaction is their prime aim. More and more organisations now realise that
positive action is required to ensure that these words do not remain mere
platitudes and that management and staff actions do not contradict the stated
intent.
Because
needs differ this full or half day workshop will, more than most, be aimed at
the specific organisation or department. It aims to show that words are not
enough and that everyone needs to be involved if the process is to be
successful.
Suggested
Content:
 |
what
is customer care and why is it important? |
|
who
are your customers? |
|
elements
which influence customer perception |
|
skills
and attitudes |
|
team
approach to customer care |
|
positive
use of complaints |
|
setting
and measuring standards |
Who
Should Attend?
Everyone
in the organisation!
IMPORTANT
NOTE: this workshop can easily be adapted to suit the needs of in dividual
organisations
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COMMUNICATION
AT WORK
Effective
communication is the life blood of any organisation. Delegates to this full day
workshop will understand the importance of good interpersonal skills and
recognise the differing ways in which we communicate both inside and outside of
the workplace.
Suggested
Content:
|
the
communication process |
|
attitudes
and perceptions |
|
importance
of effective communication |
|
one
way and two way communication |
|
giving
clear instructions |
|
are
you really listening |
|
body
language |
|
office
doors and protected space! |
|
barriers
to effective communication |
Who
Should Attend?
Anyone
who wishes to understand and improve their communication skills.
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LISTENING
SKILLS
The
ability to listen actively to others, rather than to simply hear, is probably
one of the most important skills required at work, and yet, arguably, one of the
least used. This participative full or half day workshop discusses the importance of the
skill, explores the differences between hearing and active listening and looks
at the skills and advantages of 'attending the speaker'.
Suggested
Content:
|
understanding
the importance of effective listening |
|
identifying
differing listening levels |
|
understanding
why communication can break down |
|
looking
at personal behaviours, perceptions and attitudes |
|
recognising
non - verbal signals |
|
recognising
and practising active listening skills |
|
understanding
the importance of active listening to both listener and speaker |
|
recognising
the importance of summarising |
Who
Should Attend?
Anyone
in the organisation.
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CHAIRING
AND ATTENDING EFFECTIVE MEETINGS
Poorly
run meetings are not only ineffective and totally demoralising for those
attending, but are extremely expensive in terms of wasted time. Attendance on
this highly interactive, full day workshop will ensure that delegates understand
how to chair, or simply participate in, well run and efficient meetings.
Suggested
Content:
|
types
of meeting |
|
what
are the objectives |
|
to
meet or not to meet? |
|
the
role and importance of the chairperson |
|
preparing
for the meeting as chairperson |
|
who
should attend? |
|
the
agenda, the minutes and the secretary |
|
how
long will the meeting last? |
|
managing
the people and the process |
|
actions
and follow-up |
|
measuring
the cost and the outcomes |
Who
Should Attend?
Anyone
who chairs meetings or simply attends, or is likely to in the future.
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EFFECTIVE
AGENDAS, MINUTES AND NOTE TAKING SKILLS
This
highly interactive and enjoyable full day workshop aims to equip delegates, who are involved in planning and minuting
meetings, with the skills and confidence required to carry out each stage of the
task successfully.
Suggested
Content
|
preparing agendas which
are well structured and reflect the relative importance of matters for
discussion |
|
recognising the type of
agenda and minutes appropriate for each situation |
|
preparation for the
meeting or discussion |
|
writing
concise notes of meetings or discussions |
|
improving listening and
recall |
|
identifying
core issues |
|
structuring,
writing and
presenting effective agendas and minutes |
|
writing in a plain and
uncomplicated style |
Who
Should Attend?
Anyone
who wishes to produce effective agendas and minutes and further develop their
note taking skills.
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BUSINESS
GRAMMAR & PLAIN ENGLISH
Participants
on this half day workshop will have the opportunity to refresh basic grammar
skills and put their knowledge to good use by writing in a clearly understood
style.
Suggested
Content:
|
the
importance of written communication |
|
writing
in a clear style |
|
barriers
to good written communication |
|
sentences
and paragraphs |
|
punctuation |
|
words
frequently confused and misused |
|
differing
business communication |
Who
Should Attend?
Anyone
who needs to write letters, memos, minutes and reports as part of their role
within the organisation or anyone who simply feels that they need to refresh
their business grammar.
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BUSINESS
LETTER WRITING - INCLUDING PLAIN ENGLISH
This
full day workshop provides participants with guidance on to produce business
letters effectively, concisely and professionally. They will
understand the importance of presenting a positive image of themselves and the
organisation through their writing, and of structuring both the document and the process to
project their message and persuade, or inform, the reader.
Suggested
Content:
|
the
communication process |
|
advantages
and disadvantages of written communication |
|
barriers
for both reader and writer |
|
recognising
the reader |
|
why
am I writing the letter? |
|
writing
styles - what does the reader see? |
|
basic
grammar and writing in a clear style |
|
sentences,
paragraphs and punctuation |
|
words
which confuse and are confused |
|
kiss
and scrap |
|
the
importance of structure |
|
checking
and presenting |
|
memos
and e-mail |
Who
Should Attend?
Anyone
who wishes to write more effective letters as part of their role in the
organisation.
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REPORT
WRITING (INCLUDING COMMITTEE REPORTS)
This
one day workshop provides participants with guidance on producing effective general,
management and committee reports effectively and professionally. They will
understand the importance of presenting a positive image of themselves and the
organisation through their writing, and of structuring both the report and the process to
project their message and persuade, or inform, the reader.
Suggested
Content:
| the
communication process |
|
advantages
and disadvantages of written communication |
|
barriers
to both writer and reader |
|
recognising
the reader |
|
differing
types of report - including committee reports |
|
why
an I writing this report? |
| basic
grammar and writing in a clear style - using plain English |
| researching
your subject and gathering information |
| preparing
and structuring your report |
| checking
and presenting your report |
Who
should attend?
Anyone
who wishes to produce well written and effectively presented reports
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REPORT
AND LETTER WRITING (COMBINED WORKSHOP)
This
full day workshop provides participants with the basic skills required to write
effective and professional reports and letters. They will
understand the importance of presenting a positive image of themselves and the
organisation through their writing, and of structuring both the document and the process to
project their message and persuade, or inform, the reader.
Suggested
Content
|
the
written vs the spoken word |
|
reviewing
basic principles |
|
writing
in a clear style |
|
words
and grammar |
|
planning
the content of your letter |
|
structuring
your message and laying out the letter |
|
mind
mapping |
|
why
write reports |
|
researching
and organising information |
|
structuring
your report |
|
laying
out and presenting your report |
Who
Should Attend
Anyone
who wishes to produce well written and effectively presented letters and/or
reports
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EFFECTIVE
PRESENTATIONS
The
ability to present your message clearly and concisely is rightly recognised as a
key business skill. Participants on this one day workshop will understand the
need to perform confidently and effectively in a variety of differing
situations. They will recognise the needs of differing audiences and the
importance of thorough preparation. The workshop will provide the opportunity to
practise both preparation and delivery skills in a non-threatening and
supportive environment.
Suggested
Content
|
who
is your audience and what are their requirements |
|
planning
and structuring a presentation |
|
the
communication process |
|
delivering
your message |
|
recognising
key issues |
|
presenting
the right image |
|
voice
and body language |
|
using
visual aids |
|
dealing
with questions and nerves |
Who
should attend?
Anyone
who needs to make presentations to either an internal or external audience.
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COACHING
SKILLS AND THE COACHING CULTURE
In
a constantly changing business world there is a need to identify, review and
improve development activities for the organisation, the team and the
individual. This one day workshop provides participants with an understanding of
coaching and its benefits, together with the skills to enable them to link organisational
and individual needs.
Suggested
content
|
defining
coaching in the workplace |
|
why
develop staff - what is the benefit and to whom? |
|
analysing
training needs |
|
linking
individual and organisational needs |
|
why
coaching? |
|
process
and skills of coaching |
|
questioning
and listening skills |
|
providing
constructive feedback |
|
leadership
style and its effect on the learning process |
|
finding
learning opportunities |
|
building
a coaching culture |
|
practising
skills |
Who
should attend?
Anyone
who contributes, or who wishes to contribute, to the development of the
organisation, the team, the individual and not least themselves, will find this
workshop particularly useful.
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ASSERTIVENESS
Successful
working relationships are not always easy. It is all too simple to confuse
assertiveness with aggression; or, at the other extreme, take afar too passive
role in which contributions are often misunderstood and undervalued. This one
day workshop provides practical, easy to understand, guidance on how to handle
differing situations. Participants will learn how to develop a more confident
approach to their work and maximise their contribution to the success of
themselves and the organisation.
Suggested
Content
|
defining,
and distinguishing between, assertive, aggressive and passive behaviour |
|
creating
a positive image |
|
dealing
with the negative |
|
being
assertive in public - meetings, presentations and interviews |
|
leadership
style and its effect on others |
|
practise
makes perfect! |
|
action
planning for the future |
Who
should attend?
Anyone
who wishes to improve their assertion skills, either as a team member or team
leader.
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MANAGING
CONFLICT & AGGRESSION
This
one day workshop will provide participants with an awareness of the causes of
conflict and aggression, both inside and outside the workplace. It will equip
participants with the skills required to help prevent aggression in others and
help them to recognise some of the provocative signals which they may
unwittingly be giving to others together with the skills to control these
signals and use them to advantage.
Suggested
content
|
identifying
differing communication styles |
|
identifying
both acceptable and unacceptable behaviour |
|
recognising
causes of aggression |
|
assertive
communication |
|
verbal
and non-verbal signals in ourselves and others |
|
identifying
sensible precautions |
|
defusing
non-physical aggression |
|
bullying
in the workplace |
Who
should attend?
The
workshop is aimed particularly at front line staff who deal with the general
public in the workplace, or need to visit clients in their home. However, it
would also be useful for anyone who works in a team or supervises staff.
SPECIAL
NOTE: THE WORKSHOP IS AIMED AT NON-PHYSICAL AGGRESSION, IT DOES NOT DEAL WITH
SELF-DEFENCE.
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INTERVIEWING
AND SELECTION SKILLS
This
one day workshop aims to provide appointing managers with the requisite skills
to enable them to make effective selection decisions.
Suggested
content
|
selection
as a process |
|
job
descriptions and person specifications |
|
legal
aspects of recruitment |
|
selecting
the panel |
|
short
listing |
|
preparing
for the interview |
|
behavioural
questioning and active listening |
|
making
the final selection |
|
informing
unsuccessful candidates |
|
other
selection methods available |
Who
should attend?
Anyone
who is currently involved, or is likely to be involved, in interviewing and
selection.
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WORKING
WITH COMPETENCIES AND PORTFOLIOS
With
more and more work based organisations - particularly the NHS and Local
Government - and professional bodies seeking evidence of ongoing competence to
practice, a well presented portfolio is becoming an essential part of working
life for many. This one day workshop removes the myths surrounding the current
trend but at the same time recognises the growing importance of competency and
assessment in the workplace. It also allows participants to practice feedback
skills in a non-threatening environment.
Suggested
content:
|
what
is competency |
|
links
to other work-based initiatives |
|
an
overview of performance and development review |
|
an
overview of personal development planning |
|
what
is evidence and how should it be presented |
|
assessment
skills |
|
behavioural
interviewing and giving feedback |
|
the
links to coaching and mentoring |
Who
should attend?
Anyone
involved with, or likely to become involved with, competencies, and in
particular assessment and feedback.
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EFFECTIVE
TIME MANAGEMENT
Following
attendance on this popular half-day workshop, participants will be able to
identify the skills needed to organise themselves effectively and so make better
use of their time. The emphasis of the workshop is on immediate impact at
minimal cost.
Suggested
content:
|
how
much is your time worth? |
|
identifying
key result areas |
|
using
time logs |
|
identifying
the importance of each task |
|
recognising
and eliminating time stealers |
|
investigating
time savers |
|
prioritising
your work load |
|
effective
delegation |
Who
should attend?
Anyone
who wishes to ensure that their time and/or the time of others is used
effectively.
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CONSTRUCTIVE
FEEDBACK SKILLS
Many
of us, particularly managers and team leaders, are required to give feedback to
others. This can be a particularly stressful experience for both parties and, if
carried out ineffectively, can have potentially disastrous consequences. This
half day workshop provides the skills required together with the opportunity to
practise in a non-threatening and supportive environment.
Suggested
content:
|
what
is constructive feedback? |
|
where
would I provide feedback? |
|
tools
and skills for providing constructive feedback |
|
challenging
feedback situations |
|
receiving
feedback |
|
practising
skills |
Who
should attend?
Anyone
required to give feedback to others.
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STRESS
AWARENESS (MANAGING PRESSURE)
This
one day workshop will provide participants with the basic awareness and
knowledge to enable them to recognise the difference between pressure and
stress, identify stressors, both at work and outside, and
equip them with strategies to reduce or avoid stress, both in themselves and in
others.
Suggested
content:
|
examining
definitions, origins and nature of stress |
|
recognising
the difference between pressure and stress |
|
effects
of stress on the individual, in the workplace and in the home |
|
roles,
demands and working relationships |
|
leadership
styles and their effect (depends on delegates) |
|
lifestyles,
behaviours, perceptions and attitudes |
|
coping
strategies, stability zones and rituals |
Who
should attend?
Anyone
wishing to identify stress and stressors in the workplace, both in themselves
and in others.
IMPORTANT
NOTE: THIS WORKSHOP IS NOT, NOR IS IT INTENDED TO BE, MEDICALLY BASED. ANYONE
WITH PARTICULAR HEALTH PROBLEMS SHOULD REFER TO THEIR GP.
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JOB
SEARCH, INTERVIEW SKILLS & SELF MARKETING
Organisational
downsizing inevitably results in casualties within the workforce. The resulting
redundancy programme can be traumatic enough to all concerned without the worry
of selling oneself during the job hunting and selection process. This highly
interactive two day workshop, which can be run solely as one day interview
skills if preferred, provides participants with the skills, and equally
important, the confidence, to seek out and secure future opportunities.
Suggested
content:
|
recognising
your skills, knowledge and abilities |
|
preparing
a CV |
|
researching
the advertised and unadvertised market |
|
analysing
the job advert |
|
composing
and writing a letter of application |
|
filling
in the application form |
|
researching
the organisation |
|
preparing
for interview |
|
interview
techniques |
|
other
selection methods |
|
obtaining
the best deal |
|
the
self employment option |
Who
should attend?
Anyone
making a career change, particularly through redundancy. Or anyone simply
looking to improve their interview skills.
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PROBLEM
SOLVING AND DECISION MAKING
This
half day workshop helps develop creative and logical thinking approaches to
problem solving and shows how the skills and techniques learned can be applied
to decision making in the workplace.
Suggested
Content:
|
levels
of decision making in the organisation |
|
identifying
cause or effect |
|
identifying
your own decision making style |
|
differing
styles for differing situations |
|
creative
or logical thinking? |
|
stages
in problem solving and decision making |
|
effect
of leadership style on decision making |
|
acceptance
and quality of decisions |
|
identification
of various problem solving techniques |
Who
should attend?
Anyone
who is, or may be, involved in problem solving and decision making who wishes to
enhance their technique.
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PERSONAL
DEVELOPMENT PLANNING (PDP)
This
half day workshop reflects the current thinking surrounding personal development
at work and encourages participants to begin to take responsibility for their
own learning. It explores the learning process, identifies participants own
preferred learning style and discussed various no-cost development options.
Suggested
content:
|
what
is PDP and where does it fit with other current initiatives? |
|
what
are the benefits of PDP? |
|
where
do development needs arise from? |
|
the
planning process |
|
objective
setting |
|
cycle
and stages of learning |
|
individual
learning styles |
|
recognising
development opportunities |
Who
should attend?
Anyone
wishing to take more responsibility for their own learning and development.
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MENTORING
SKILLS
Even
though the process has its origins in Greek mythology many modern organisations
and individuals are benefiting from mentoring schemes. This one day workshop is
aimed specifically at those who wish to know more about the subject and it's
benefits, as well as those who are involved in, or intend to become involved in,
a mentoring programme. Participants will understand the reasons for mentoring
and the process and skills involved, together with the benefits to all parties.
Suggested
content:
|
what
is mentoring? |
|
why
mentor? |
|
how
can it help the organisation, the mentor and mentee? |
|
what
makes a successful mentor? |
|
what
are the problems? |
|
mentoring
skills
 |
interpersonal
communication |
|
identifying
learning styles |
|
questioning
and listening |
|
reflection |
|
giving
feedback |
|
identifying
goals |
|
Who
should attend?
Anyone
who has responsibility for, or simply an interest in, helping others to improve
their skills and realise their potential.
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FACILITATING
A TRAINING WORKSHOP (including training needs analysis)
As a
manager, team leader or team member you may occasionally be asked to run a
training workshop. This one day workshop provides guidance on the skills
required to carry out this sometimes daunting task and provides the opportunity
to practise in a non-threatening and supportive environment.
Suggested
content:
|
defining
training needs analysis (TNA) |
|
defining
where training needs arise from |
|
linking
TNA to learning objectives |
|
planning
a training workshop |
|
learning
and training styles |
|
visual
aids |
|
the
importance of evaluating the learning |
|
other
learning opportunities |
|
practising
the learning |
Who
Should attend?
Anyone
who is, or may be, required to present a training workshop.
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NEGOTIATING
SKILLS
Negotiating
is very much part of our world, whether in our private lives or at work. Being
aware that we are able to negotiate and recognising that even a little time
spent in preparation will greatly increase the chances of success, is what
underpins this highly interactive full-day workshop.
Suggested
Content
|
Where
do we use negotiating skills |
|
Creating
the right environment |
|
Planning
and researching |
|
Negotiating
Styles |
|
The
negotiation meeting |
|
Making
proposals |
|
Closing
and confirming |
Who
Should Attend?
Anyone
who needs to negotiate inside or outside of work, or simply wishes to learn more
about the subject and the processes involved.
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