SUMMARY...
Tailored to those who have to handle deadlines, budgetary restraints, personnel problems and targets.

OBJECTIVES...

UNDERSTAND the importance of stress-management

IDENTIFY key sources of stress and its effects in the workplace

DEAL with time-management, recognising and balancing needs and priorities

CONTROL internal, as well as external factors

USE techniques to reduce professional stress

INTEGRATE relaxation techniques.

DURATION...
2 Days

SUMMARY...
To examine the crucial role of teamwork and how to develop a balanced workplace. The course encourages the manager to use leadership and team skills for the good of the group as a whole.

OBJECTIVES...

EXPERIENCE the dynamics of a working group

EXPLORE leadership issues within a group

CONSIDER individual  roles and identify  their development and effectiveness.

UNDERSTAND competition between teams

STUDY value systems in group decision making.

DURATION...
2 Days

SUMMARY...
Maintaining positive working relationships is crucial to any organisation, as is an understanding of human relationships. This course is designed to help managers develop effective techniques for dealing with people at all levels.

OBJECTIVES...

ANALYSE behaviour style and how it affects interaction

IDENTIFY different types of interpersonal communication

DEVELOP interactive listening and communication skills

DURATION...
2 Days

SUMMARY...
Most of us at some point complain that we don't have enough time to complete the tasks and demands made on us and are constantly interrupted. This course explores  different methods for managing time and enables managers to find their best strategies.

OBJECTIVES...

UNDERSTAND the principle of time management

DEVELOP skills to plan & prioritise tasks

EVALUATE progress against objectives

LEARN strategies to deal with interruptions and crisis

PERFECT delegation skills

DURATION...
2 Days

SUMMARY...
Successful results can come from group work. This course uses various situations and tasks to show the advantages of working within groups to raise issues and find successful solutions.

OBJECTIVES...

UNDERSTAND the role of the facilitator

DEVELOP necessary skills for effective facilitation

INCREASE communication powers

MANAGE individuals within a group

EVALUATE the results of the facilitation process

UNDERSTAND group-interaction.

DURATION...
3 days

SUMMARY...
This course is designed for those who need to communicate with internal and external customers effectively and efficiently by telephone. This course will help participants to see each call as important and to demonstrate good customer care.

OBJECTIVES...

IDENTIFY what customer care is

EXAMINE different types of communication used interpersonally and how these effect the response given

PRACTICE active listening and communication skills

PRODUCE guidelines for telephone answering and communication

INCREASE confidence to answer and deal with all telephone communication.

DURATION...
2 Days

SUMMARY...
To teach managers about their own learning styles and how to coach others. It also trains managers in good time-management.

OBJECTIVES...

EXAMINE different methods of personal and organisational time-planning

LEARN the characteristics of different learning styles

EXPLORE ways of enabling others to learn

UNDERSTAND coaching

GIVE and receive appropriate feedback

DURATION...
2 Days

SUMMARY...
An introduction to dealing with personal problems in the workplace and an opportunity to practise some of the skills involved.

OBJECTIVES...

RECOGNISE individuals with concerns which may be impairing their effectiveness at work

UNDERSTAND counselling

RESPOND to problems presented

PREPARE and conduct a counselling interview

RECOGNISE when to refer cases to more specialised help

DURATION...
2 Days

SUMMARY...
This course will enable managers to gain the cooperation of others, and involve them in key decisions and thinking.

OBJECTIVES...

APPRECIATE the importance of changing circumstances in the workplace

DISTINGUISH between manipulative and non-manipulative influencing behaviours

ANALYSE particular styles of influence

PLAN and conduct effective role plays

COMPILE a practical implementation plan

DURATION...
2 Days

SUMMARY...
This video-related course will enable delegates to develop a personal style and deliver effective presentations in a wide variety of settings. Pre-course preparation will be required from each delegate.

OBJECTIVES...

PREPARE and develop a structured and effective presentation control

UNDERSTAND the importance and positive use of non-verbal communication

DEVELOP techniques to read an audience and to handle questions and comments effectively

PRACTICE two presentations

DURATION...
2 Days

SUMMARY...
Via the recruitment and selection process, this video-enhanced course enables managers to practise interviews, be observed and receive feedback.

OBJECTIVES...

SELECT the most suitable candidate for employment

PLAN the structure of a recruitment interview

WRITE interview criteria

PARTAKE in the decision-making process

PRACTICE and receive feedback on at least two recruitment interviews

DURATION...
2 Days

SUMMARY...
Staff performance and pay reviews are vital tasks for managers. This video enhanced course teaches how to review, retain, motivate and develop employees. It develops skills and understanding of the whole performance-appraisal process.

OBJECTIVES...

UNDERSTAND the principles which motivate people

PLAN and prepare for the annual appraisals

CONDUCT appraisals

SET effective goals and targets, involving development-action plan

PRACTICE and receive feedback on two appraisal interviews

DURATION...
2 Days

SUMMARY...

This course is designed for all staff who meet customers face-to-face at their entry into an organisation. Many receptionists need to develop assertiveness skills. This will increase effectiveness to provide an effective and amenable front line service for organisations.

OBJECTIVES...

UNDERSTAND what customer care is

IDENTIFY different types of interpersonal communication

DEVELOP abilities to use interactive listening and communication skills

PRACTICE answering customers needs and develop new strategies to deal with 'difficult' people

DURATION...

2 Days

SUMMARY...
This course is specifically for professionals who wish to reaffirm their own rights in corporate environments whilst maintaining smooth working relationships. Managers can examine their own responses, develop appropriate strategies and improve assertion skills.

OBJECTIVES...

RECOGNISE in themselves the difference between aggressive, assertive and positive responses and what reactions they generate

LEARN to be assertive without causing resentment

ACHIEVE a balance leading to enhanced personal skills and help them achieve success

PROJECT, maintain and incorporate self-confidence and a positive personal image

DURATION...
2 Days

SUMMARY...
To understand managers as others see them and to build confidence in themselves and their working environment.

OBJECTIVES...

RECOGNISE and value personal strengths and acknowledge weaknesses

UNDERSTAND the importance of separating personal attitudes from professional decisions

PRACTICE giving and receiving feedback

DURATION...
2 Days

SUMMARY...
Feedback is sensitive but essential. This course offers the opportunity to explore feedback skills and look at a wide variety of methods to use with staff.

OBJECTIVES...

UNDERSTAND feedback's place in staff development

IDENTIFY skills needed to give constructive group and individual feedback

REALISE different behavioural and motivational types of behaviour

HELP staff to develop their full potential through understanding and accepting personal feedback

DEVELOP skills in giving and receiving feedback

DURATION...
2 Days

FUNDAMENTALS
A systematic exploration of the practical business applications of Neuro Linguistic Programming (NLP).

SUMMARY...
NLP will dramatically improve effectiveness and enhance communication skills for organisations, teams and individuals.

OBJECTIVES...

UNDERSTAND the origins, concepts and principles of NLP

APPRECIATE NLP's effectiveness in generating positive and permanent behavioural change

LEARN how to use NLP in business

SET achievable goals.

DURATION...
2 Days

SUMMARY...
Tailored to Mangers who want to use coaching as a management tool.

OBJECTIVES...

UNDERSTAND the difference between coaching, mentoring, counselling and supervision

KNOW when to use coaching as a line manager

UNDERSTAND the practices and core skills used in coaching

PRACTISE building rapport, listening, questioning, summarizing and goal setting

LOOK at how to structure a coaching session and some coaching tools

RUN a coaching session and receive feedback
DURATION...
2 Days