Bespoke and One-off Courses and Workshops – available face-to-face and online

Aims

This module will enable participants to create a strategy to engage and enthuse their teams.

Key Content

• The business case for employee engagement.
• The four enablers that increase employee engagement.
• How to create an employee engagement strategy.
• Action planning for implementation.

Aims

This module will participants to coach others effectively

Key Content

• Coaching vs training vs counselling.
• GROW model (Goal, Reality, Options and Willingness).
• Skills practice.
• Action planning for implementation.

Aims

This module will enable participants to analyse and solve problems in a creative, solutions focused and collaborative way

Key Content

• Left brain v right brain thinking.
• Six thinking hats.
• Fishbone analysis.
• Creative thinking techniques.
• Skills practice.
• Action planning for implementation

Aims

This module will enable participants to understand how to improve the levels of customer service their teams deliver (including internal customer service).

Key Content

• The difference between customer service and customer experience.
• Identify aspects where consistency of approach needs to improve.
• Increase their organisational skills to prepare to deliver great service.
• Learn the importance of taking responsibility to own and resolve issues.
• Develop their awareness to be exceptional when opportunities arise.
• Action planning for implementation.

Aims

This module will enable participants to understand how to map their customer journey and define and/or redefine their customer service standards.

Key Content

• Customer journey mapping.
• Customer experience improvement.
• Defining face-to-face, telephone, written and environmental customer service standards.
• Action planning for implementation

Aims

This module will enable participants to lead and manage their teams in an ethical and dignified way.

Key Content

• The law relating to dignity at work.
• How behaviour breeds behaviour.
• Case studies on how to handle difficult situations.
• Skills practice.
• Action planning for implementation.

Aims

This module will participants to develop strategies to improve their emotional intelligence.

Key Content

• What emotional intelligence is and is not
• How to develop your emotional intelligence and improve your emotional quotient (EQ)
• What to stop doing to increase your emotional intelligence .
• Action planning for implementation

Aims

This module will enable participants to influence and negotiate with others to achieve their objectives.

Key Content

• Transactional analysis - parent-adult-child behaviours.
• The science of persuasion.
• Push v pull behaviours.
• Negotiation skills.
• Skills practice.
• Action planning for implementation.

Aims

This module will enable participants to understand how their behaviour influences others.

Key Content

• Leadership vs management.
• Leadership styles, style flexibility and effectiveness.
• Matching leadership styles to meet the needs of their team members.
• Action planning for implementation.

Aims

This module will enable participants to understand how to manage the performance of their teams.

Key Content

• Basics of employment law in relation to managing performance.
• Performance management toolkit of training, coaching, counselling and discipline.
• Feedback and appraisal skills.
• Action planning for implementation.

Aims

This module will enable participants to better organise themselves so they can manage others.

Key Content

• Time management.
• Prioritisation.
• Delegation skills.
• Action planning for implementation.

Aims

This module will enable participants to lead and support their team members through change.

Key Content

• Change management process.
• Creating a climate for change.
• Overcoming barriers to change by winning hearts and minds.
• Skills practice.
• Action planning for implementation.

Aims

This module will enable participants to gain the presentation skills needed to influence key stakeholders.

Key Content

• How to make an engaging presentation.
• Storytelling.
• Ethos, pathos and logos.
• Skills practice.
• Action planning for implementation

Aims

This module will enable participants to gain the skills required to increase efficiency and reduce waste.

Key Content

• Process mapping.
• Process improvement using a range of tools and techniques.
• Skills practice.
• Action planning for implementation.

Aims

This module will enable participants to gain the essential skills needed to manage projects on time, on budget and to the right quality standards.

Key Content

• Project definition, roles, process and planning.
• Project management tools and techniques.
• Skills practice.
• Action planning for implementation.

Aims

This modules will equip you with the skills and knowledge to recruit the very best people for your team.

Key Content

• Recruitment vs selection
• The law relating to recruitment & selection
• Using psychometric and personality profiling in recruitment and selection
• Using the right your documentation
• Interview skills and skills practice
• Decision making on recruitment and selection
• Action planning for implementation

Aims

This module will enable participants to understand how to increase their resilience and wellbeing of themselves and their teams.

Key Content

• Good stress v bad stress.
• Identifying stress in self and others.
• Biofeedback and building resilience strategies.
• Action planning for implementation

Aims

This module will enable participants to understand how to engage and build their teams

Key Content

• Team vs group – what makes a successful team.
• The team building process and group dynamics.
• Using the Strength Deployment Inventory (SDI) to identify the strengths and overdone strengths of their team.
• Action planning for implementation.

Aims

This module will enable participants to gain training skills to train others effectively

Key Content

• How adults learn and learning styles.
• Training needs analysis, design, delivery and evaluation.
• Skills practice.
• Action planning for implementation.