Delivering Excellence in Customer Service
In order to achieve sustainable growth, businesses and organisations must attract more customers and retain as many of them as possible. By implementing a customer centric approach to proactively managing customers, businesses will quickly see substantial growth.
Delegates will learn the meaning of customer service, how to understand customers better and how to implement and maintain the customer service experience. This will vary by different types of customer.
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Assertiveness Skills
One of the challenges facing all employers and their managers is to successfully manage difficult staff and be firm with staff members.
The course will enable participants to develop an understanding of the different types of behaviour, identify alternative options and make informed choices about how to respond to difficult situations.
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Emotional Intelligence
We all know that our people are our greatest asset but their emotions can affect their performance and business productivity. Managers must deal with emotions in the workplace – both their own and those of their staff.
The course will educate delegates about emotional intelligence and the difference between emotions and feelings.
Delegates will become more emotionally self aware and be able to improve their working relationships to the benefit of the environment in which they work.
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Negotiation Skills
Successful businesses need to gain support and commitment from employees, clients and suppliers in achieving business goals.
Delegates attending this course will understand the principles of assertive communication and develop the skills and techniques needed to gain support and commitment through more effective communication. As a result, it will be easier to overcome resistance and inertia in others in order to achieve defined objectives.
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Neuro Linguistic Skills
Those managers and individuals who can communicate clearly with their colleagues will create a more successful business environment. With the ability to communicate more clearly, stronger internal and external relationships will be formed leading to greater business commitment and cooperation.
Neuro Linguistic Programming is the ability to understand how people assemble thoughts, feelings, behaviours and language to produce results. Delegates will learn how NLP can be used for business benefit in order to achieve clarity of communication.
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Presentation Skills
The ability to address a group with confidence – e.g. staff, colleagues, clients, Board members etc – and communicate key messages is an essential skill in the modern business world.
This course will cover everything from successful planning and preparation to effective delivery and will also provide a unique opportunity to practise and refine delivery techniques in a supportive environment.
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Speed Reading
As the level of available information in the world increases, the ability to absorb it efficiently has become more and more vital to personal productivity and success.
This course covers techniques that will enable you to easily double your reading speed without any reduction of comprehension.
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Problem Solving
Those businesses striving to grow encourage their people to be more innovative and creative when dealing with business challenges or business problems.
Through a better understanding the brain and the improved analysis of new ideas, delegates will become better at generating creative thinking and better able to facilitate greater creativity from colleagues.
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Report Writing
All businesses are dependent on the communication of ideas, knowledge and information. The most successful businesses are those that communicate effectively with customers, staff and other stakeholders.
This course will enable delegates to write different styles of report with structure and good presentation that will give both specialists and non specialists a clear understanding of the subject.
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Telephone Skills
The telephone continues to be the mainstay of modern business communication with customers increasingly demanding to connect to a ‘real’ person and in turn successful businesses looking to sell more over the phone. Great telephone service will help companies stand out and increase business.
By attending this course, delegates will better appreciate telephone skills in all areas of business and identify how to utilize the telephone as a much more effective business tool.
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Time Management
Businesses that want to be more successful need to ensure effective time management and greater productivity. This course will enable delegates to plan time more effectively using a variety of tools and learn how to prioritise and schedule tasks. As a result, busy individuals will immediately feel less overwhelmed and become more productive.
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Facilitation Skills
Business people spend more time than ever before in meetings and it is vital to ensure that internal meetings big and small have successful outcomes.
The job of a facilitator is to help a group work collaboratively and remain focused to achieve the desired outcomes.
Delegates will learn a range of communication skills to achieve open discussion and resolve conflicts within a group.
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Train the Trainer
The training and development of managers and staff is critical for growing businesses and every training session should inspire learners to improve on their skills and knowledge. But this is often not the case. This course will help trainers to plan and deliver training that motivates learners with courses that meet the needs of learners with different learning styles. Trainers will become adept at selecting training methods that are relevant ensuring that all training objectives are met.
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Finance for Non-Financial Managers
Businesses are sometimes held back because non financial managers do not appreciate the importance of issues such as cash flow and are unable to understand key financial documents or communicate their own current financial situation effectively.
This course will allow non financial managers to recognise the purpose of a profit and loss account and balance sheet, understand key cash flow statement terms and monitor and communicate their own financial status more accurately.
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Sales Skills
All businesses need to ensure that their sales are as effective as possible in order to provide sustainable growth. Even the best sales people need to be reminded of the basic sales skills and at the same time learn advanced sales techniques. Delegates will learn what sales language to use, how to listen, how to identify buying signals and how to close deals. During the day, these skills can be practiced and delegates will be able to approach future sales meetings with greater confidence and as a result win more business.
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Confidence Building
We all lack self confidence in certain situations and businesses that help their staff grow in confidence will benefit as staff become more effective and more productive in their roles.
This course will enable delegates to understand the contributing factors leading to lowered confidence. Delegates will be able to explore a range of different strategies to improve personal confidence both in and out of work.
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Planning Your Personal Development
Good personal development planning will help identify skills gaps and areas for improvement. Once new skills are in place, you will be able to build your business further or go for that promotion.
This course will explain the importance of personal development, help delegates undertake a personal skills audit and demonstrate how best to learn through a variety of routes. This will all lead to personal development and improvement.
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Minute Taking
This half day course is designed for people who need to be more effective in Minute Taking and Presentation of Minutes. Learn all the techniques to save you time and to help all the people attending your meetings to know what they have to do and when.
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Team Building With Chocolate
This session is fun and packed full of chocolate and great for team bonding. The objective is for teams to come up with the most imaginative chocolates. Delegates are given the freedom to choose, measure and weigh their own ingredients. As part of the event everyone will make their own chocolates, tasting, shaping, dipping, and decorating between 20 to 30 chocolates each.
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