We offer a wide range of open and tailor-made training courses:
1. First Line Management Training:
The course is also ideal for anyone who is being developed towards a First Line Management position.
The role and responsibilities of a manager in today's business environment
Communicating effectively using a range of methods and skills
Use differing management styles appropriate to the individual and situation
Recognize the actions needed to create, develop and maintain an effective team
Effective use of time
Delegating
2. Leadership and motivation:
Leadership approaches and styles
Essential leadership skills
Problem solving and decision making
Building and managing a team
Motivational skills
3. Planning & Managing Change:
Identify reasons which prompt change
Plan activities, resources and time scales to achieve change
Plan to facilitate effective change
Managing the consequences of change
Human and financial implications for the organization, teams and individuals
4. Recruitment and selection:
The recruitment process/defining the requirements
Advertising the job
Responding to applications and short-listing
Preparing to interview
The interview
The selection decision
Theory into practice
5. Appraisal skills:
Appraisals in context
Purpose and benefits
Preparing to appraise
Set SMART objectives
Prepare effectively for the appraisal interview
The appraisal meeting
Communication and interpersonal skills
Provide effective feedback
Follow-up to the appraisal meeting
Theory into practice
The course is delivered on a bespoke basis, the organization's own appraisal process documentation can be introduced and role-plays, using professional actors, can be designed around typical situations relevant to the organization.
6. Stress Management:
Stress, if properly managed, can motivate to greater performance and achievement. However, for many it can be a threat to their work, health and effectiveness. This course is suitable for managers, supervisors and all those who want to improve their understanding, and management of stress.
Self awareness
Effective management of the demands on your time
Communication and interpersonal skills
The role of assertiveness ineffective stress management
Making yourself more resistant to stress
Dealing with conflict
7. Coaching for Success:
For those who are responsible for coaching within an organization, and/or who is responsible for direct coaching of colleague(s).
Training in context
Preparing to coach
Understanding learning
The skills, knowledge and personal attributes of an effective coach
Delivering an effective coaching session
8. Train the trainer
Practical training session 1
Training in context
Understanding learning
Planning and preparing a training session
The effective trainer
Delivering the training
Practical training session 2
Note: Both practical training sessions will be captured on an individual video cassette for each participant to keep. (Optional)
9. Selling Skills I: An Introduction to Selling:
This course is suitable for individuals new to the sales function or moving across from within the company, as well as people other disciplines with some sales experience but who have had no formal training.
The psychology of selling
Gaining new business
The pattern of the sale
Stepping stones to a successful sale
Carry out the preparation required for a successful call
Use questioning and listening techniques effectively
Identify both verbal and non-verbal buying signals
Handle and overcome objections
Close the sale
10. Selling skills II - Advanced selling skills:
This course is targeted at field-based salespeople who have had a minimum of 12 months 'on the road' experience and those who want to refresh their current selling skills.
Territory planning and time
Relationship-building and
Identifying customer needs
Advanced questioning techniques
Appropriate communication style
Construct professional answers to questions and possible objections
Present their products and/or services with the buyer in mind
Recognize and overcome major objection types
Presenting the solution
Gaining commitment
Confirming the sale
11. Advanced sales presenting:
Experienced sales professionals who are expert at selling but who need to be able to present and pitch for business at high skill levels in order to land major accounts. Delegate numbers will be restricted to 6 people. Delegates should be willing and prepared to give video-recorded presentations as part of the course. The main aim of this workshop is to encourage and enable delegates to present their sales messages stylishly and persuasively to expert buying audiences and improve their conversion rates. The focus is placed firmly on performance and creativity in top level presenting.
Components of top presenting
Pitching in teams
12. Effective negotiation skills:
Importance of preparation
An introduction to negotiation
Demonstrate negotiation techniques
The preparation stage
The discussion stage
The proposing stage
The bargaining stage
Effectively close and confirm the negotiation
13. Telephone Selling
For existing and new telephone sales staff, who are actively pursuing sales or dealing with incoming orders over the telephone.
Customer awareness
Communicating effectively
Attitudes and awareness
Pro-active telephone techniques
Selling skills over the telephone
Prepare for the call
Apply a proven sales call structure
Communicate effectively using questioning and listening skills
Handle and overcome common objections
Spot verbal buying signals and act upon them
14. Effective Presentation Techniques:
Plan and prepare material relevant to their presentation
Use visual aids to enhance and improve their presentation
Deliver a concise presentation that maintains interest
Appropriately involve the audience
Confidently handle audience questions
Effectively manage nerves
15. Customer Service Magic
What is excellent customer care
Making a personal difference
Gathering information and offering solutions
Professional telephone manner
Communicating assertively
Offering options and alternatives
Dealing with difficult situations
Listening actively
Effective questioning
Speaking positively and assertively
16. Time management
Time management awareness
Planning and prioritizing
Managing interruptions
Identify practical tips and techniques to use in the workplace
17. Assertiveness
For those who would benefit from improving the way they interact with others by behaving in a more confident and positive manner.
Understanding assertiveness
Explain what assertive behavior is
Practical steps to being assertive
Versatile techniques and skills to deal with difficult situations
Say 'no' appropriately and ensure they are heard
18. Professional Telephone Techniques:
Importance of professional Telephone techniques
Essential telephone skills
Best practices
Communication skills
Impact of voice
Actively listening
Questions to gather and
Clarify relevant information
Summarize and record key information
Handling difficult telephone situations
19. Effective communication Skills:
Overcoming the barriers to effective communication
Different types of influencing
Impact of positive influencing
The communication process
Different types of influencing
Effective communication skills
20. Total Quality Management & Kaizen:
What is Total Quality Management?
Relationship between Quality & Productivity
Meaning of KAIZEN
Impacts of KAIZEN in Organizations
Workplace Organization
Kaizen versus Business Process Reengineering
21. Employee Empowerment:
HR and Employee Involvement Programs
Suggestion system
Difference between Involvement and Empowerment
Managers Anxiety in empowering employees
Self-Directed Team
Quality Control Circles
Task Oriented Organization
22. SOFT SKILLS Training:
Business Communication
E-mail Etiquettes
Telephone Skills
Active Listening Skills
Teamwork
Time Management
Stress Management
Self Grooming
Etiquettes / Hygiene
Work Place Ethics
Negotiation Skills
23. Team Building- Developing High Performance Teams:
What is team building?
Need for team building
How to build Teams in an organization
Barriers to Team Building
Advantages of Team building
24. Cross Cultural Competency:
As a multi-cultural organization your organization requires a work environment that is welcoming and supportive of people with talent and commitment. Success requires getting and keeping the best people in the community - the most talented and the most committed, regardless of other demographic characteristics - and channeling that talent and commitment toward goals
Assessment
Direction-Setting
Strategic Planning
Implementing
Sustaining
25. Essential Business Etiquettes: (Also for newly hired):
