Complete Courses

To increase the awareness and skill levels of first line Managers, Supervisors or Team leaders.

Objectives:

Day 1

- Identify the different aspects of a manager's role

- Explain the difference between ‘task needs' and ‘people needs'

- Give examples of choices managers have, boundaries to work within and outputs to achieve

- Make plans taking into account short and long term, proactive and reactive approaches

- Set SMART objectives

Day 2

Give a wide range of examples of what they need to know about those they manage

Identify examples of training needs

Select ways forward from a range of learning solutions

Explain the range of contributions people make to a team or group at work

Day 3

Explain the key issues, main activities, relevant policies and procedures in relation to:

Replacing someone who is leaving

Selecting someone for a job

Induction

Motivating others

Managing performance, including poor performance

A complete course apart from material for one exercise which can be sourced in any office! Includes audio.

Course Objectives

Define Project Management

Explain the stages involved

Identify stakeholders and their needs

Use a range of tools and techniques to assist the management of projects

Identify potential barriers and ways of overcoming them

Includes all course notes, slides (17), exercises and handout for on-screen delivery.

Aslo includes printable MS Word file, Course Certificate and PowerPoint slide set.

This means you can get a programme, or material immediately after paying for it. You will get a download link in your email receipt. Click on this link to start the download.

3.7 MB Download

Course Objectives

- Explain how time management can be of importance or value

- List potential ‘time stealers' and ways of handling them

- Recognise natural preferences and identify the impact these have on time management

- Identify ways of forward planning and monitoring achievement

- Follow a system for prioritising

- Evaluate the appropriateness of short cuts that might help save time

- Identify options for handling more than can be achieved in the time available

* 6 exercises

* 12 Slide

* 22 Page printable Trainer's Manual

* Power Point slide set

This means you can get a programme, or material immediately after paying for it. You will get a download link in your email receipt. Click on this link to start the download.

23.0 MB Download

Course Objectives

Explain what is meant by behavioural workplace coaching

Give examples of factors that contribute to successful coaching

List the stages for effective workplace coaching

List areas to be addressed in the initial sessions

Use questioning, listening and summarising skills to support a coaching session

Give praise and development feedback following feedback guidelines

Course Content

What exactly is Coaching?

A model for behavioural workplace coaching

Benefits of one to one coaching

Using Questions effectively

Developing listening skills

Giving feedback

Exercises - 8

More....

This means you can get a programme, or material immediately after paying for it. You will get a download link in your email receipt. Click on this link to start the download.

35 MB Download

Handling Complaints Effectively is a key part of successful customer care, as well as being a powerful way of retaining customers and even building customer loyalty.

The price of getting it wrong is high, with disgruntled customers telling everyone they meet of the bad experience they had when dealing with your organisation.

Objectives

Explain key reasons why customers complain.

Give examples of the benefits of good complaint handling.

Explain ways in which you can handle complaints more effectively.

Give examples of how to positively handle a range of situations that can arise when customers complain.
More

This means you can get a programme, or material immediately after paying for it. You will get a download link in your email receipt. Click on this link to start the download.

13.5 MB Download

This 1 day course serves as an introduction to Telephone skills.

The course covers:

The Handshake, Voice control, Call actions, Hold, Transfer, Not available, Taking messages, Barrier duty

How to handle:

Abusive callers Complaints, Upset callers, Upward referral

24 sound clips

29 Slides

This means you can get a programme, or material immediately after paying for it. You will get a download link in your email receipt. Click on this link to start the download.

16 MB Download