bsc collaborative thinking brochure web

PROFESSIONAL AND WORKFORCE DEVELOPMENT PORTFOLIO

3We will provide bespoke training and solutions for your businessWe can carry out training at your premises

PROFESSIONAL AND WORKFORCE DEVELOPMENT PORTFOLIOOrganisational Development:Leadership Styles ....................................................................................4Commercial Awareness ..........................................................................5Managing Change ...................................................................................6Introduction to Senior Management .......................................................7Talent Management – Developing Talent................................................8Introduction to Project Management ......................................................9Advanced Project Management ...........................................................10Equality and Diversity ............................................................................11

Management Development:New to Team Leading ............................................................................12People Management – New to Management .......................................13Performance Management ...................................................................14Coaching Skills for Managers ...............................................................15Delivering Affective Appraisals .............................................................16Managing Absenteeism .........................................................................17Managing Conflict ..................................................................................18Effective Delegation ...............................................................................19Interviewing Skills for Recruitment .......................................................20Managing Stress ....................................................................................21Motivating the Team .............................................................................. 22

Personal Development:Building Better Relationships Through Assertiveness ........................23Delivering Excellence in Customer Service ..........................................24Emotional Intelligence ...........................................................................25Negotiation Skills ...................................................................................26NLP for Business People .......................................................................27Presentation Skills .................................................................................28Problem Solving .................................................................................... 29Report Writing ....................................................................................... 30Telephone Skills .....................................................................................31Time Management ................................................................................ 32Facilitation Skills .................................................................................... 33Train the Trainer ..................................................................................... 34Finance for Non-Financial Managers .................................................. 35Sales Skills............................................................................................. 36Confidence Building ..............................................................................37Planning Personal Development .......................................................... 38

4 We will provide bespoke training and solutions for your business

We can carry out training at your premises

What’s Different?The course is specifically for businesses in the south-east, and focuses on the application of skills in the workplace.

Designed forSenior managers wishing to review the way they lead their team and organisation, and how they can adapt their style.

Delivery DesignThe course will provide a knowledge base and activities, plus action planning for using the new skills.

Duration1 day course – structured in 4 x 90 minute sessions.

Delegate RateIndividual delegates may join scheduled courses. Rates include all training materials and refreshments.

Discounts & GrantsGroup rates are available upon request and grants may be available for some businesses.

Discover MoreThis course may be further customised to suit company requirements.

Course OutlineIf management is efficient in climbing the ladder of success then leadership determines whether the ladder is leaning against the right wall. However, leaders are only leaders if people follow them! There are different kinds of leaders and different approaches to take – some more successful than others in achieving business objectives and maintaining good working relationships with colleagues and staff. If you want to be the kind of leader for whom people are motivated to work well you need to understand what kind of leadership they need.

Objectives of the CourseThis course will give delegates an understanding of leadership styles, the impact different styles have on those who are ‘led’ and how to choose the most appropriate approach for a given situation.By the end of the course delegates will be able to:• Identify the difference between leadership and management• Understand their own leadership style and its impact on others• Identify the factors that need to be taken into consideration when

choosing a leadership approach to the situation• Identify an appropriate style of leadership to achieve desired goals• Identify the personal qualities that give them leadership authority

Course ContentSession 1 Leadership and management and how they differ. What

makes a good leader and where leadership authority comes from

Session 2 Styles and models of leadership and strengths and weaknesses of each

Session 3 Leadership vision – what it is, developing one’s own and communicating it effectively

Session 4 Choosing the right kind of leadership for different situations

For general enquiries, to arrange a group booking, or to request a company visit to discuss specific training needs please call:

020 3764 4333

LEADERSHIP STYLES


COMMERCIAL AWARENESS

Course OutlineToday’s business is more demanding than ever and the need for managers and senior executives to be able to operate at a more strategic level is vital to the success of any business. Clarity of mission, vision, strategy and tactics are key commercial aspects and awareness is important for senior management.

Objectives of the CourseThis course will give delegates an understanding of how to develop strategy by taking into consideration both internal and external colleagues, suppliers and business partners.By the end of the course delegates will be able to:• Understand the need for strategic thinking in business• Identify internal and external factors that influence business• Develop project management skills• Develop business partnerships• Inspire and communicate your vision within the organisation• Develop a customer focused policy

Course ContentSession 1 Mission and vision statements, strategy and tactics

Session 2 Models to prompt strategic thinking

Session 3 Models to prompt strategic thinking – bringing it together

Session 4 Planning implementation


020 3764 4333

What’s Different?The course is specifically forbusinesses in the south-east,and focuses on the applicationof skills in the workplace.

Designed forExperienced and new managerswho want to take a fresh look atstrategy within theirorganisation.








What’s Different?The course is specifically forbusinesses in the south-east,and focuses on the applicationof skills in the workplace.

Designed forSenior and Middle Managers,and Team Leaders who arechallenged by managing achange situation.

Delivery DesignThe course will provide aknowledge base and activities,plus action planning for usingthe new skills.

Duration1 day course – structured in 4 x90 minute sessions

Delegate RateIndividual delegates may joinscheduled courses. Ratesinclude all training materialsand refreshments.



Course OutlineSuccessful businesses need to make changes regularly to stay ahead. Yet too often change either fails at the first hurdle or within 6 months people have reverted to old habits. The two key reasons for this are poor planning and failing to take account of human nature – just telling someone to do something differently is rarely enough. Even if they appear to be behaving differently it is likely to be half hearted and without true motivation that is needed for success. For successful change to happen it is important to understand how to help staff to manage their concerns and align their needs to the business.

Objectives of the CourseThis course will cover the impact change has, how to help staff deal with the change, and some of the practical strategies for successfully plan a change process.By the end of the course delegates will be able to:• Identify reasons/drivers for change in the workplace and reasons

that changes often fail • Describe people’s possible attitudes and responses to change at

work and likely impact • Explain what a team leader or manager could do to successfully

support staff• Identify other potential barriers to change and how these barriers

could be overcome • Describe a strategy for planning the practical stages of successful

change• Describe what is necessary to ensure that planned changes stay

in place

Course ContentSession 1 Exploring the reasons for change and our psychological

reactions to it

Session 2 Managing the reactions to change and their impact

Session 3 Strategies for effective planning for change

Session 4 Putting the management of change into practice


020 3764 4333

MANAGING CHANGE


INTRODUCTION TOSENIOR MANAGEMENT

Course OutlineThe difference between senior and operational management is a critical factor in success. Many managers fail to make the step up from operational management to senior management because they fail to see the difference in the roles. Senior managers are pivotal to the success of organisations, helping or hindering the meeting of customer needs, shaping their organisation to satisfy those needs and mobilising commitment from their teams.

Objectives of the CourseThis course aims to give delegates an introduction to their role of the senior manager. It will examine the expectations organisations have of their senior teams and the change in thinking necessary to influence others and increase personal credibility, and will provide delegates with a framework to help them make the transition.By the end of the course delegates will be able to:• Identify the key differences between operational and senior

management• Describe the links between senior management behaviour and

personal success• Differentiate between leadership and management and describe

the need to do both• Align operational goals with their organisation’s strategic vision• Influence others and increase personal credibility with senior

colleagues and team • Develop a personal development framework to support them in

making the transition to senior management

Course ContentSession 1 Expectations of senior managers

Session 2 Knowledge, skills and behaviours of senior managers

Session 3 Strategic and operational roles of senior managers

Session 4 Personal Development Framework for Senior Managers


020 3764 4333


Designed forNewly promoted seniormanagers and those wishing tomake the transition fromoperational to senior manager.









Designed forThose who are new to theimportant concept of TalentManagement or wish to refreshthe topic fundamentals.






Course OutlineHow do you build and maintain competitive advantage in the current turbulent economic climate? One tried and tested way is to create an environment where talented employees are highly motivated, committed to their organisation and deploying their skills to maximum advantage. Talent management is the strategic process of identifying, managing, developing and engaging employees to meet organisational current and future business needs.

Objectives of the CourseThis course introduces delegates to the fundamentals of managing talent and provides practical tools on how to design, implement and maintain a talent management strategy and process. It includes practical experience of using a talent mapping framework.By the end of the course delegates will be able to:• Define the purpose of a talent management strategy for

their organisation• Understand the steps in a talent management strategy for

their organisation• Use a framework for identifying talent• Understand how to nurture and develop talent• Understand how organisational culture impacts on the successful

implementation of a talent management strategy• Identify the steps necessary for implementation

Course ContentSession 1 Expectations of senior managers

Session 2 Knowledge, skills and behaviours of senior managers

Session 3 Strategic and operational roles of senior managers

Session 4 Personal Development Framework for Senior Managers


020 3764 4333

TALENT MANAGEMENT – DEVELOPING TALENT


INTRODUCTION TO PROJECT MANAGEMENT

Course OutlineLeading a project requires a different set of tools, techniques and approaches to managing an ongoing business activity. New project managers need to understand those differences, and learn how to build effective cross-functional project teams, manage internal and external stakeholders, and communicate progress to a wider community. Formal techniques for defining a project scope, gaining approval, defining resources, planning and monitoring tasks, and managing risk will help to ensure successful delivery of the project on time, within budget and to agreed quality standards.

Objectives of the CourseThe course will give an introduction to the key project management practices, tools and techniques. It is designed to introduce the framework for creating and delivering projects, and working effectively within project teams.By the end of the course delegates will be able to:• Identify the key processes in project management, and the

project lifecycle• Define a project scope and critical success factors• Identify stakeholders and develop a communication plan• Create an effective project plan and define milestones and

critical path• Describe the different roles in a project team• Analyse risk and develop preventive or contingent action plans• Monitor project progress and apply change control protocols• Define effective project handover, closure and evaluation

Course ContentSession 1 Overview of the project lifecycle, project definition,

stakeholders and approval

Session 2 Project planning, work breakdown structure, milestones and task planning

Session 3 Project execution, leadership, project teams, risk analysis and management

Session 4 Project delivery, reporting, project closure, evaluation and learning


020 3764 4333


Designed forNew Project Managers whowish to develop projectmanagement skills and applyformal project techniques.









Designed forMiddle Managers and TeamLeaders ready to build on theirproject management skills withmore advanced techniques






Course OutlineSuccessful project management at a higher level requires the application of tools and methods of working that can maximise the operational and strategic potential of the project. Effective senior project managers need to plan, manage, monitor and deliver projects within complex organisations, often with external partners and in changing business environments. This requires consideration of the formal stages of project management; clear project definition; agreed outputs and outcomes; managing stakeholders/partners; managing risk and change; overcoming problems; project closure; evaluation and learning.

Objectives of the CourseThe course will enable delegates to develop a deeper understanding of the different stages and processes in project management so that they can define, manage and evaluate projects successfully.By the end of the course delegates will be able to:• Identify the key processes in project management• Describe how well managed projects contribute to achieving

organisational objectives• Deliver projects to maximise their strategic added value to

stakeholders an partners• Identify the importance of effective planning before implementing

a project• Analyse and evaluate risk and construct mitigations to overcome

common problems• Manage change and its impact on project delivery• Assess the impact of a project through outputs and outcomes• Conduct effective project evaluation

Course ContentSession 1 Overview of the four stages of project management –

project initiation (research, scope, objectives, stakeholder mapping, approvals)

Session 2 Project planning, outputs and outcomes, gaining buy-in (detailed planning, quality measures, budgeting, risk identification

Session 3 Project execution and delivery, project governance (motivation, delegation, action monitoring, control, change management)

Session 4 Project closure and evaluation (handover, impact assessment, learning for best practice)


020 3764 4333

ADVANCED PROJECT MANAGEMENT


EQUALITY & DIVERSITY

Course OutlineDifferences in culture, values and beliefs, whether held by individuals or groups within society, are an increasingly influential part of our lives. It is vital to an organisation today to understand the responsibilities of employers together with those of the individual staff members. It is important to be aware of the legal, regulatory and ethical considerations to be made in the light of the changing society in which we live.

Objectives of the CourseThe course will enable delegates to develop an understanding of the issues that contribute to the complex toxic of equality and diversity in the workplace and wider community. It is not intended as an in-depth guide to employment legislation, but would be suitable for those recently appointed to an equality and diversity role within an organisation.By the end of the course delegates will be able to:• Outline the business case for diversity within an organisation• Discuss the investment required to achieve this and the

subsequent benefits• List recent equality legislation• Initiate an audit of current provision in an organisation• Describe methods of moving an organisation’s culture to inclusion

Course ContentSession 1 Stereotyping

Difference between equality and diversity

Session 2 Business case for diversity and investment required Supporting a diverse staff

Session 3 Equality legislation and equality strands; Their impact on individuals and organisations

Session 4 Organisational audit tool, action planning for organisations


020 3764 4333


Designed forThose who have responsibilityfor staff and seek a greaterunderstanding of equality anddiversity issues









Designed forNewly appointed Team Leaders,staff with potential forpromotion to the role, or thosewishing to refresh their skills.






Course OutlineA lot is expected of a team leader. Team members expect their team leader to be both resourceful and independent. A team demands loyalty and so does the company or organisation. When things aren’t going well, a team leader must take responsibility, and when the team succeeds it is the team members that should get the praise. Great leaders will probably agree that being a leader in any sense can be extremely rewarding and fulfilling.

Objectives of the CourseThe course aims to give delegates an introduction to the basics of being a team leader whilst allowing them to develop their leadership skills and help them to lead their teams more effectively in the workplace. Delegates will learn team leading techniques and best practice that they can apply to their work situations.By the end of the course delegates will be able to:• Recognise and understand their roles and responsibilities as a

team leader• Explain the limits of their own authority and accountability• Know how they can develop working relationships with their teams• Be able to provide leadership and check and allocate work

effectively• Manage themselves and their own resources

Course ContentSession 1 Roles and responsibilities; what is required of a team

leader?

Session 2 Developing productive working relationships; how can team leaders inspire, gain confidence and be a good leader?

Session 3 Allocation and checking of work; delegating work effectively

Session 4 Managing self and own resources; how to become and remain an effective team leader


020 3764 4333

NEW TO TEAM LEADING


PEOPLE MANAGEMENT – NEW TO MANAGEMENT

Course OutlinePeople management is, at the same time, the most challenging and the most rewarding of all management functions. It is inherent in everything a manager does – everyday. If management is “getting things done through other people” then gaining your team’s co-operation, commitment and loyalty is key to your success.

Objectives of the CourseThis course will introduce delegates to the nature of the manager’s role, identifying people’s similarities and differences and will look at how to get the best from your team. Delegates will develop an understanding of the nature of people management, its complexities and challenges, and will learn key techniques and tools to help manage people successfully. The course will break down the role of the manager to examine how to get the best out of people, communication skills and delegation.By the end of the course delegates will be able to:• Describe the complex role of the manager• Assess the role of people management within a manager’s role• Identify ways to motivate individual employees and ensure their

jobs are fulfilling• Analyse the effectiveness of different communication techniques• Evaluate which tasks can be delegated and to whom

Course ContentSession 1 What is management? The characteristics of good

managers and what makes them good

Session 2 Motivation – getting the best out of people, looking at different motivation theories and how they can be used in practice to get the best from a team

Session 3 Communication – ensuring you are getting the right message across and creating a positive environment for a team to work in

Session 4 Delegation – differentiate between importance and urgency to identify what to delegate and to whom, whilst empowering and motivating a team


020 3764 4333


Designed forFor those who want to developan understanding of the natureof people management, itscomplexities and challenges.









Designed forExperienced and newmanagers/team leaders withresponsibility for managing andreporting performance.






Course OutlinePerformance management defines the act of how a business controls its resources in terms of, in this instance, its personnel. Correctly adopted and adapted it can highlight those strengths, weaknesses, opportunities and threats to the business plan and assist manager to focus resources (time, effort, energy, funding, systems, processes) into those areas where most required.

Objectives of the CourseThis course will enable delegates to develop an understanding of performance management, how it is intrinsically linked to business success, how measuring and agreeing targets and goals can improve overall attitudes and ‘buy in’ and what processes are needed for continuous improvement and development. The course will explore methods to enable managers to install performance management systems and to define how they will be used and what outcomes should be expected.By the end of the course delegates will be able to:• Understand why performance management is critical to business

success• Understand how performance management can improve the

individual and team• Identify their own performance traits and areas for improvement• Manage under performance• Understand the importance of coaching and mentoring within the

individual and team environment

Course ContentSession 1 Why performance management is important at all levels

of the business and its impact on individuals and teams

Session 2 Performance management processes, goals and targets. Planning, monitoring, developing, rating and rewarding

Session 3 Methods for identifying performance issues Devising a performance management plan

Session 4 The review cycle and the need for constant improvement and development of performance management skills


020 3764 4333

PERFORMANCE MANAGEMENT


COACHING SKILLS FOR MANAGERS

Course OutlineThe role of a manager is to achieve results through the efforts of other people. The responsibility of managing resources (people, equipment, budgets etc) lies with the manager or team leader. Improving performance and thus productivity requires a set of skills. One of the ways to achieve this is by coaching. Learning proven and effective models of the coaching process allows the manager to follow a structured approach to developing their staff.

Objectives of the CourseThis course will enable delegates to develop the skills necessary to effectively coach their staff to reach their maximum potential, thereby improving productivity, team cohesiveness, team and individual morale. Delegates will assess current techniques and develop knowledge on managing behaviour to access the potential and build success in personal develop and therefore organisational success.By the end of the course delegates will be able to:• Develop a successful strategy of coaching for their staff• Understand the six steps of coaching• Identify where the behaviour of others can be improved through

coaching• Investigate barriers to self-esteem and how to overcome them

using a structured approach• Use goal setting effectively and give meaningful feedback

Course ContentSession 1 To establish current skills in coaching and set effective

goals to develop these skills. Use these techniques in the workplace with employees

Session 2 Unlock human potential by understanding human behaviour

Session 3 Self esteem, ways of raising levels for enhanced productivity ensuring people have clear pathways for achieving and developing

Session 4 Investigate giving and receiving feedback. Practise techniques and use a development plan to start in the workplace


020 3764 4333


Designed forManagers, Team Leaders, andSupervisors wanting to improveteam performance using acoaching approach.









Designed forManagers who conduct formalperformance appraisal reviewswith staff.






Course OutlineThe performance appraisal is a powerful tool for reviewing, retraining, motivating, and developing employees – when used correctly. It forms part of the work structure as much as anything else but the temptation to ‘put it off’ can be enormous and when under pressure to perform immediately it can seem so easy to simply not do it! The effectiveness of appraisals is determined by an appropriate place for the appraisal, a structured interview, communication skills, performance discussion and action planning.

Objectives of the CourseThe course will explore with delegates how performance management fits within the overall management process; identify the powerful benefits of effective performance management; establish how to prepare for a performance review interview; review performance; and develop a personal action plan.By the end of the course delegates will be able to:• Define the purpose and scope of the appraisal• Discuss the benefits of a good appraisal system• Prepare effectively for the appraisal interview• Create a comfortable and ‘safe’ review environment to facilitate

open discussion• Give criticism and feedback in a constructive and helpful manner• Recognise the need for action planning

Course ContentSession 1 The place of appraisal in the workplace

Session 2 Preparing and structuring the appraisal interview

Session 3 Skills to encourage open discussion – discussing performance related issues

Session 4 Developing an action plan


020 3764 4333

DELIVERING EFFECTIVE APPRAISALS


MANAGING ABSENTEEISM

Course OutlineAbsence from work cost the UK economy 13.2 billion in 2007 (CBI AXA Survey). This represents 172 million days-1 in 10 of which are thought to be non-genuine. In addition, although only 5% of sickness spells lead to long term absence, this represents 40% of all the time lost. Whilst a level of sickness is both acceptable and inevitable, absence management can be improved. There are considered to be two main challenges for business: dealing with bogus sick days; helping those with long term illness return to work. ACAS –only half of UK employers monitor the cost of absence and set targets for reduction.

Objectives of the CourseThis course will enable delegates to reflect on absence management practices in their own workplace and identify key issues for improvement. They will explore the elements of managing absence and apply these to cases of unauthorised absence and long term sickness absence.By the end of the course delegates will be able to:• State why people are absent from work• Reflect on the impact of absence and how absence is dealt with in

their own organisation• Outline the general patterns of sickness absence• Consider the effective management of absence• Discuss the development of an absence policy with the support

and commitment of staff• Discuss how to deal with cases of unauthorised and long term

sickness absence

Course ContentSession 1 Reflect on practices in own workplace, the impact,

patterns and legal framework

Session 2 Managing absence: measurement, keeping in contact, the “Fit Note”

Session 3 Managing absence: return to work interview, absence policy

Session 4 Application of effective management to a case of bogus absence and a case of long term sickness absence


020 3764 4333


Designed forAll those who want or need tomanage absenteeism better.









Designed forSenior and Middle Managers,Team Leaders and othermembers of staff challenged bysituations involving conflict.






Course OutlineConflict is often defined as a fight or a struggle and as a result seen as something we should avoid. Certainly, when it is badly handled it can result in very negative results for an organisation. However, at its root conflict is basically a difference of opinion and if we can address, explore and resolve that difference in a constructive way then the very thing we want to avoid can be the basis for a stronger more effective working relationships. Well-handled conflict builds better understanding, greater trust and as a result, potentially better productivity.

Objectives of the CourseThis course will enable delegates to develop an understanding of the factors that contribute to conflict and the skills to respond to conflict in the most appropriate way to enable a positive outcome. They will explore ways of avoiding those conflicts that can be appropriately avoided and how to develop the skills to constructively resolve the others.By the end of the course delegates will be able to:• Identify the key causes of conflicts• Describe how well handled conflict can contribute to team

development• Identify their personal typical reaction to conflict• Identify a range of responses to conflict• Describe a strategy for resolving conflict with another person

Course ContentSession 1 The causes of conflict and the key implications of

individual perceptions creating misunderstanding

Session 2 Individual and alternative responses to conflict, the benefits of well resolved conflict and developing an understanding of assertive behaviour

Session 3 Listening and questioning skills to use in exploring the reasons behind the conflict, to improve delegates ability to resolve conflict and negotiate options

Session 4 Case studies/role play to practice the implementation of skills


020 3764 4333

MANAGING CONFLICT


EFFECTIVE DELEGATION

Course OutlineThe primary responsibility of first line managers is to make sure that the teams they manage carry out their work efficiently and effectively. Delegation is the assignment of authority to another person to carry out specific job related activities. As such, delegation allows work to be shard in the event of peak workloads, or used for development opportunities when matched to team members with the skills or motivation to support the organisations objectives.

Objectives of the CourseThis course will cover the process of delegation and the application of the techniques to ensure effective and efficient use of resources within an organisation.By the end of the course delegates will be able to:• Define delegation; its principles, benefits and potential barriers• Understand the principles of delegation when planning and

allocating work to individuals and teams• Understand the difference between ‘authority’ and ‘responsibility’• Establish a monitoring, reviewing and feedback system for

delegated work

Course ContentSession 1 Effective delegation – introduction and definition,

principles and benefits

Session 2 Effective delegation – planning and delegation process

Session 3 Effective delegation – controlling the delegation process

Session 4 Effective delegation – managing, monitoring, reviewing and improving


020 3764 4333


Designed forManagers and team leadersseeking to learn new skills orimprove/refresh theirtechniques for delegation.









Designed forThose who have recently movedinto a role where recruitment isnow included in their responsibilities.






Course OutlineThe performance of an organisation is based on the selection of their people. Selecting the right people for the organisation is one of the most difficult decisions in management. The wrong decision has huge implications – lost time, financial loss, internal and external credibility. One of the greatest truths about people is that “How a person has behaved in the past will give the clearest indication to future behaviours”. We are all creatures of habit and our actions are dictated by the behavioural traits we display. The skill of the interviewer is to establish interviewee behaviours and match to organisational needs.

Objectives of the CourseThe course will introduce the delegates to the essential skills needed to correctly identify vacancies, and where necessary re-define the job role. They will be familiarised with, and coached in, the preparation and planning for the interview. There will be an opportunity to learn and practice interviewing techniques including those used for some of the different interviewees that might be encountered.By the end of the course delegates will be able to:• Prepare and plan for interviews• Understand and use some important interviewing techniques• Recognise and describe the effects of poor selection• Appreciate the importance of proper evaluation and understand

the methods employed to achieve the right selection

Course ContentSession 1 Prepare and plan the interview

Session 2 Interviewing skills

Session 3 The causes and effects of poor selection

Session 4 Evaluation and making the right choice The law impacting on recruitment


020 3764 4333

INTERVIEWING SKILLS FOR RECRUITMENT


MANAGING STRESS

Course OutlineStress is a fact of modern life. It results from the imbalance between demands made upon an individual and the personal resources (skills, knowledge, attitudes, personality etc.) and external resources (social support, coaching etc.) available to meet those demands. What is stressful to one person is not to another. When handled poorly, stress negatively impacts on our lives and our businesses. When handled well it pushes us to strive and succeed. How businesses handle employee stress is key to their success. 13.5 million work days were lost in 07/08 due to stress related sickness (statistic based on Labour Force Survey).

Objectives of the CourseThis course will enable delegates to identify signs and causes of stress. They will explore tactics to help them manage their own stress more effectively and learn how to support colleagues. They will also look at how their organisation can assess and control the risk of stress related illness.By the end of the course delegates will be able to:• Identify the signs, causes and impact of stress• Describe the stages of stress and impact on health• Explore tactics for self help• Explore ways to support colleagues suffering from stress• Learn about The HSE Management Standards Approach and

apply the HSE risk factors to their own roles

Course ContentSession 1 The signs, causes and stages of stress

Session 2 How to manage stress in your self

Session 3 How to support others affected by stress

Session 4 The HSE Management Standards Approach


020 3764 4333


Designed forManagers, team leaders andsupervisors who want toincrease the motivation of theirteam.









Designed forAny member of staff seeking tobuild better relationshipsthrough enhancing theirassertiveness skills.






Course OutlineMotivated, committed and high performing teams make all the difference to an organisation’s on-going success. Managers, team leaders and supervisors need to use the tools and techniques available to them to maintain and increase the motivation and performance of their team and the individuals in it. Motivating people to achieve a common vision is one of the most important challenges facing today’s managers. When time and money are in short supply, the need for organisations to retain their best people and develop their full potential is paramount.

Objectives of the CourseThis course will show how line managers are key players in attaining optimum motivation levels, and will help them create a team in which people want to work and achieve the best results.By the end of the course delegates will be able to:• Relate motivational theories to their role, whether as line manager,

team leader or supervisor• Use aspects of motivational theory to meet different individual

needs• Show how communication is a key factor in building a motivated

and high performing team• Describe the links between motivation and employee retention• Create a Personal Action Plan designed to increase their team’s

motivation

Course ContentSession 1 Motivation and team performance

Motivators and de-motivators

Session 2 Motivational theories

Session 3 Improving motivation through effective communication Barriers to effective communication

Session 4 Maintaining motivation Motivation – Ability and willingness, motivation checklist


020 3764 4333

MOTIVATING THE TEAM


BUILDING BETTER RELATIONSHIPS THROUGH ASSERTIVENESSCourse OutlineThe word ‘assertive’ describes behaviour and not a person. It is a commonly misunderstood word; some people think it is spelt with 2 g’s (aggressive) and many people feel threatened by it. Assertive behaviour is a considered response to a situation which leaves both parties feeling respected and valued. It is a learned behaviour which is paramount in building effective relationships.

Objectives of the CourseThis course will enable delegates to develop an understanding of the different types of behaviour, identify alternative options and make informed choices about how to respond to difficult situations.By the end of the course delegates will be able to:• Understand the difference between assertive, aggressive

and passive behaviour and how they impact on relationships and results

• Learn the assertiveness framework and how to use it• Choose body language and tone to complement and support

their message• Learn to say ‘no’ without jeopardising relationships or results• Identify strategies for handling criticism and dealing with conflict

constructively

Course ContentSession 1 Understanding the different types of behaviour

Clarity on what assertiveness is and is not

Session 2 The Assertiveness Framework and its application

Session 3 Developing listening and questioning skills

Session 4 Applying the learning so far through case studies to deal with criticism and saying ‘no’


020 3764 4333


Designed forAny member of staff seeking tobuild better relationshipsthrough enhancing theirassertiveness skills.









Designed forAll staff with a customer facingrole and in a position to impacton the customer servicestandards of the organisation.






Course OutlineSuccessful businesses today have a number of key ingredients that collectively contribute to this success. Whether it be outstanding products, great people, value for money or innovation, the overwhelming common denominator evident in all is the ability of the business to make their customers feel special and to deliver outstanding service on a consistent basis.

Objectives of the CourseThis highly interactive course will give delegates the knowledge, understanding and confidence to deliver an outstanding service experience, while at the same time be ambassadors of service, with the skill to coach team members back in the workplace.At the end of the course delegates will be able to:• Describe why it is critical for a business to have a

customer-centric approach• Define what an outstanding service experience should look like• Demonstrate service excellence with confidence• Identify the link between service and selling• Recognise the importance of communication and rapport building• Create a personal action plan that compliments their company’s

service strategy

Course ContentSession 1 Exploring key service responsibilities from a business

and employee prospective and understanding how this links to the ‘Brand’

Session 2 A practical demonstration of the very best and worst service experiences Identifying service barriers and developing a template for perfection

Session 3 How service enhances that selling experience and the importance of good communication techniques, rapport and body language. Practicing the ‘art’

Session 4 The importance of the ‘internal’ customer and service measures. Turning a negative situation into a positive Personal action plan


020 3764 4333

DELIVERING EXCELLENCE IN CUSTOMER SERVICE


EMOTIONAL INTELLIGENCE

Course OutlineEmotional Intelligence plays a key role in the effectiveness of an organisation. Successful team members need to be able to communicate well and work effectively together. They also need to be able to work professionally with difficult and stressful people and situations, as well as manage their own motivation. Research has shown that it is not IQ [cognitive intelligence] alone that determines an individual’s success at work. What sets apart the high achievers from the average is more likely to be their level of emotional intelligence, giving them a competitive advantage in today’s world.

Objectives of the CourseThis course will give an introduction to the concept of Emotional Intelligence and how it may be harnessed for personal and business success.At the end of the course delegates will be able to:• Define the term ‘Emotional Intelligence’, recognise its historical

perspective, and appreciate its value to personal performance and business success

• Identify the main components of Emotional Intelligence• Understand the basic physiology of emotions and appreciate how

the limbic region of the brain operates• Recognise how emotions and values drive behaviour relevant to

organisations• Define the term ‘Emotional Hijacking’ and recognise emotional

triggers• Understand the key competencies of Emotionally Intelligent

behaviour• Identify the range of situations in which the key competencies will

have a positive influence on business outcomes

Course ContentSession 1 What is Emotional Intelligence? Why is Emotional

Intelligence important in the workplace?

Session 2 What are emotions? Identifying skill gaps

Session 3 Daniel Goldman’s 5 areas of competence and how they can result in high performing teams?

Session 4 How Emotional Intelligence can improve communication, assertiveness, motivation, empathy and stress management


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Designed forAnyone seeking to enhancetheir performance throughimproving their emotionalintelligence.









Designed forAnyone who must rely oneffective influence rather thanauthority to achieve their goals.






Course OutlineThe purpose of negotiation is to resolve situations where what you want conflicts with what someone else wants. The aim of win-win negotiation is to find a solution that is acceptable to both parties, and leaves all involved feeling that they’ve won – in some way – once the negotiation has finished. “The reason you negotiate is to produce something better than the results you can achieve without negotiation.” (Fisher & Ury – “Getting to Yes”).

Objectives of the CourseThis course is designed to help delegates build upon the fundamental principles of assertive communication in order to develop the skills and techniques to gain support and commitment from colleagues and clients in achieving goals.By the end of the course delegates will be able to:• Define a ‘win-win’ situation• Understand negotiation skills and styles• Plan and prepare for a negotiation• Use ‘haggling’ and ‘bargaining’ as strategies• Close and commit the negotiation process

Course ContentSession 1 Definition and preparation for negotiation

Session 2 Conducting a negotiation

Session 3 Close a negotiation

Session 4 Role play a negotiation


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NEGOTIATION SKILLS


NLP FOR BUSINESS PEOPLE

Course OutlineNLP is a collection of models, tools and techniques that enables its practitioners to communicate more effectively, achieve excellence in their chosen field and overcome performance-limiting behaviours. There are several core concepts of NLP and by understanding these presuppositions of NLP, we can develop and use these techniques for manifestation of our intended outcomes.

Objectives of the CourseThis two day course has been created as an introduction to NLP for business people. It will provide a safe learning environment to explore the fundamentals of NLP within a forum of other business people. The course promotes self-development and provides a useful tool set to complement various leadership styles. The eprogramme is very experiential under the guidance of a fully qualified NLP Trainer. The rsult of the two days will be enhanced communication capability, managing a variety of business situations and a good understanding of tools and techniques of NLP.By the end of the programme participants will be able to:• Goal set and define well-formed outcomes• Master rapport building techniques• Question effectively utilising the meta-model• Understand representational systems• Consider values, beliefs and limiting beliefs• Explore influencing language and non-verbal communication

Course ContentSession 1 A-Background of NLP, pre-suppositions of NLP,

representational systems B-Values, beliefs and limiting beliefs

Session 2 C-Goal setting and defining well-formed outcomes D-Master rapport building techniques

Session 3 E-Meta-model and effective questioning F-Nonverbal communication

Session 4 G-Anchoring techniques H-Influencing languages, implementation of new skills in the workplace


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Designed forAnyone in business who has aninterest in their personal self-awareness and self-development.









Designed forAnyone who needs to makepresentations – whetherinternally to colleagues orexternally to clients.






Course OutlineThe ability and confidence to address a group – e.g. staff, colleagues, clients, Board members etc – is an increasingly essential skill in the modern business world. In these constrained times it is more important than ever for businesses to build and maintain successful relationships both internally and externally, and ensuring your staff maximise their effectiveness in presentations plays a crucial role in this process. However for many of us the idea of presenting can be extremely daunting – in fact many people rank it amongst their top five fears!

Objectives of the CourseThis experiential course is designed to enable delegates to prepare and deliver targeted, effective and professional presentations, focussing on the three key areas: preparation and planning, structuring a presentation and delivery. A holisitc approach is taken to presenting, looking at the interaction of content and delivery to create a clear, individual and organisational message. Delegates will leave with a much clearer understanding of how to maximise their impact in presentations, and with a toolkit of helpful techniques.By the end of the course delegates will be able to:• Plan and structure presentations for maximum impact• Cope with nerves more effectively• Deliver presentations clearly, persuasively and with confidence• Gain and maintain the interest of the audience• Select and use visual aids professionally• Confidently handle questions• Identify personal strengths and areas to focus for development

Course ContentSession 1 Introduction, presenting, filming and feedback

Session 2 Planning and preparation

Session 3 Structuring a presentation

Session 4 Delivery techniques including handling nerves


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PRESENTATION SKILLS


PROBLEM SOLVING

Course OutlineWe constantly deal with predicaments, both at home and at work, and resolve them by making a choice, judgment or coming to a conclusion. Often the problems are straightforward and within our experience, hence we can successfully apply previously tried and tested solutions. However some problems are of greater complexity, hence resolution may not be so easy, nor quick solutions advisable.

Objectives of the CourseThis course will enable delegates to reflect on problems they encounter and how successfully they resolve them. It will introduce them to a “step by step” plan for solving problems, including ideas to generate possible solutions as well as decision making techniques.By the end of the course delegates will be able to:• Reflect on existing problem solving processes at work• Define the terms “problem” and “decision”• Outline a six step plan for solving problems• Consider the steps in details, including how to implement the best

solution and review the outcome• Apply the step processes to a workplace problem

Course ContentSession 1 Reflection of past workplace problem solving practices.

The six step plan for addressing complex problems: stating the aim, defining the problem

Session 2 Gathering and interpreting information. Generating ideas – brainstorming and mind maps. Preparing mind maps for problems

Session 3 Decision making techniques – decision trees, cause & effect diagrams, SWOT analysis, pros and cons. Review of outcomes

Session 4 Application of the six point plan and associate techniques to a workplace issue


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Designed forAll those who want or need tosolve problems better.









Designed forAnyone responsible forsubmitting written documentswho wishes to influence andwin business opportunities.






Course OutlineThe successes of any business is dependent upon the communication of ideas, knowledge and information. By taking a systematic approach to the report writing process delegates will create a report structure, regardless of subject matter that communicates relevant facts accurately with a style that is both acceptable and intelligible to the intended target audience. What your report says and how it looks are vital in creating a document with high impact.

Objectives of the CourseThis course will focus on developing a professional report structure. Delegates will explore different report formats and styles and appreciate the needs of the target audience.By the end of the course delegates will be able to:• Describe the importance of planning within the report writing

process• Explain the most effective ways of handling and collating

information• Evaluate when and where to make use of diagrams, tables and

charts• Compare aspects of good and bad report styles• Apply variations to the basic report writing format

Course ContentSession 1 Preparation and Planning : Setting report objectives,

assessing the reader, collecting and handling information to prepare the skeletal framework

Session 2 Writing and Revising the Report: Obtaining information and evaluating findings. Prioritising and testing

Session 3 A style guide to good report writing

Session 4 Report presentation skills


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REPORT WRITING


TELEPHONE SKILLS

Course OutlineEven with the rise of online communication and networking the telephone is still the mainstay of modern business communication. In fact is often the preferred method of communication by customers who increasingly want to connect to a ‘real’ person. Apart from face to face, it is also the quickest way of ensuring that external customers and internal colleagues have received a communication and understand it. The telephone may be the chief point of contact between the customer and your organisation, and the efficiency of how the call is handled will lead the customer to form an opinion of your company.

Objectives of the CourseDelegates will gain an appreciation that great telephone service can make your company stand out from the crowd. The course will give them an opportunity to reflect on their telephone skills in all areas of business life.By the end of the course delegates will be able to:• Identify ways in which they can use the telephone more effectively

as a business tool• Structure a successful telephone call• Understand how to avoid common communication pitfalls• Turn potentially difficult situations into positive outcomes

Course ContentSession 1 Barriers to effective telephone use and how to

overcome them

Session 2 How to structure a successful telephone call

Session 3 Communication on the telephone – effective questioning, active listening, and voice control

Session 4 Handling challenging situations and a range of caller types


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Designed forAnyone who uses the telephoneas a regular part of theirbusiness life and want torefresh or develop their skills.









Designed forAnyone who wishes to effectively manage their time.






Course OutlineTime is money! Managers are keenly conscious that time should be effectively used by all staff. The phrase that ‘there is not enough’ time is one that we frequently hear. The reality is that time is often not being utilised to the best advantage, or planned and controlled in an orderly fashion. Managing time means getting more control over how we spend it and there are some straightforward techniques that can be applied. It is chiefly about conditioning our environment rather than allowing our environment to condition us, and not allowing time pressures to build up from the interruptions, questions or demands of others.

Objectives of the CourseThis course will enable delegates to plan time effectively in order to increase productivity. They will learn techniques to enable them to prioritise and schedule tasks, handle time-wasters and deal with procrastination.By the end of the course delegates will be able to:• Recognise time styles• Prioritise tasks• Schedule tasks• Handle time-wasters• Recognise and deal with procrastination• Understand how to delegate• Set objectives

Course ContentSession 1 Recogniing time styles

Prioritising and scheduling tasks

Session 2 Recognising and handling time-wasters and procrastinators

Session 3 Delegation and setting objectives

Session 4 Case studies Moving forward with time management


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TIME MANAGEMENT


FACILITATION SKILLS

Course OutlineWe all know the value of a well planned and well executed meeting and yet we all have our own experiences to tell of meetings where the result was a foregone conclusion, meetings which didn’t get anything done, meetings which descended into chaos… Getting any group of people working co-operatively together is tough. We all come with our own views and we all probably think we are right! It’s no wonder that sometimes the meeting feels like a battle zone or no agreement is reached. This is where a skilled facilitator can really make a difference.

Objectives of the CourseThis course will focus on the essential skills needed to facilitate successfully. Delegates will learn the skills necessary to help a group work together collaboratively and to keep them focussed on the task so that they achieve the desired outcome.By the end of the course delegates will be able to:• Explain the role and responsibilities of a facilitator• Now how to help a group work together successfully• Know what to do to keep a group on track• Know how to manage challenging people and situations

Course ContentSession 1 An overview of facilitation to gain an understanding of

the role of the facilitator and their responsibilities

Session 2 Setting the facilitation meeting up for success. Understanding how groups work together and what the facilitator can do to keep them on track

Session 3 Facilitating open and free discussion. Using ice breakers and energisers. Asking the right questions, actively listening and keeping the group on track

Session 4 Putting it all together. Effectively handling challenging people and situations. Facilitating a brainstorming session


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Designed forAnyone seeking to learn theskills of facilitation or improvetheir techniques of workingwith groups in various settings.









Designed forThis course is ideal for thosewho are new to training, orthose currently delivering whohave not had formal instruction.






Course OutlineThe ability of individuals to pass on the knowledge and understanding that has been acquired over time has been the traditional means of sustaining skills within an organisation. This means of knowledge transfer is a recognisable skill that benefits from using appropriate and relevant techniques, and trainers and managers who train as part of their remit need a range of skills to be effective.

Objectives of the CourseDelegates will explore the purpose of training and coaching and mentoring and the tools and techniques for creating a successful learning experience for others.By the end of the programme delegates will be able to:• Identify, prepare and use appropriate learning environments• Plan training to meet required objectives• Prepare appropriate training resources and materials to aid the

learning process • Demonstrate activities/tasks by giving clear, accurate and

complete descriptions of the methods used, and of related knowledge

• Provide training at the time and speed appropriate to individual needs

• Give individuals constructive feedback on their progress and organise further training

Course ContentSession 1 Learning styles and preparation

Session 2 Who is to be trained and what should they learn

Session 3 Preparing resources for and carrying out the training session

Session 4 Training resources


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TRAIN THE TRAINER


FINANCE FOR NON-FINANCIAL MANAGERSCourse OutlineFinance and its associated processes underpins every organisation and it is important that all those whose roles have financial implications understand how these processes are structured. For those managers whose responsibilities are not directly linked to financial controls the knowledge and understanding is as vital as those that work directly in finance.

Objectives of the CourseThis course will enable delegates to have a foundation overview of finance and its relevance to their roles.By the end of the course delegates will be able to:• Recognise the purpose of a profit and loss account• Understand key profit and loss terms• Recognise the purpose and use of a balance sheet• Understand key balance sheet terms• Recognise the purpose of a cashflow statement• Understand key cashflow statement terms

Course ContentSession 1 Profit and loss

Session 2 Balance Sheet

Session 3 Cashflow Forecast

Session 4 Key Ratios and Costing


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Designed forStaff members who may nothave a financial background butneed to know the importantfinancial concepts.









Designed forPeople who are new to sellingor have received no formal salestraining, and those with sales aspart of their job role.






Course OutlineThe ability to sell is the life blood of all organisations. The art of persuasion, listening, understanding and closure is an all important skill to maximise revenue, and gain and retain customers. Sales skills need to be adapted to a wide variety of circumstances, customers and products. More staff are involved in ‘sales’ beyond the sales teams than is normally recognised within an organisation. Most staff have the ability to influence a sale and all of them ‘sell’ the organisation as a whole. Selling is possibly one of the oldest professions in the world and trading between different countries opened up the world.

Objectives of the CourseThis one day course is designed for delegates with little or no sales experience or those for whom sales is a part of the job role. The course will introduce delegates to basic selling skills, enabling them to prepare for and conduct a sales meeting, recognise and handle basic objections and close the sale. The delegates will complete exercises and have the opportunity to practice within the workshop.By the end of the programme delegates will be able to:• Prepare effectively for the sale• Clearly identify customer needs/wants• Recognise and overcome some common objections• Close the sale

Course ContentSession 1 What is selling?

Prepare to sell; Product knowledge

Session 2 Features and Benefits. Who are your Customers? Questioning and Listening Skills

Session 3 Identify the need Satisfy the need

Session 4 Handling Objections Closing the sale


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SALES SKILLS


CONFIDENCE BUILDING

Course OutlineSelf confidence refers to a positive and realistic perception of ourselves and our abilities. A lack of self confidence is characterised by self-doubt. There are many situations in which social interactions play important roles. It provides a sense of certainty and helps individuals to manage their fears. Self confidence is usually built up through a history of positive experiences, and with an improved sense of self confidence comes enhanced self esteem and an improved mental state.

Objectives of the CourseThis course will enable delegates to develop an understanding of contributing factors leading to lowered confidence. As a group delegates will explore different strategies to improve personal confidence in and out of work. Throughout this course delegates will complete group and individual tasks whilst looking at confidence boosting techniques that they can take away and apply to everyday life.By the end of the programme participants will be able to:• Have a clear understanding of building personal confidence• Apply confidence boosting techniques to their daily life• Identify areas for personal confidence development• Feel more confident and skilled when dealing with areas of concern• Handle new situations more effectively

Course ContentSession 1 What is confidence? – analysing the types and forms it

comes in

Session 2 What are the barriers, traits and situations?

Session 3 How do we develop confidence, who is confident, what stages are there and what is confidence in the workplace?

Session 4 Areas for personal development and self-analysis


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Designed forAll those who want or need tobuild confidence in and outsideof work.









Designed forStaff members wishing todevelop interpersonal skills toimprove performance andquality of work.






Course OutlinePersonal development is the process of individual self-development, empowering the individual to take active responsibility for their own growth and development. Professional and personal development helps an individual to become an effective and confident self-directed employee. The process requires a personal development plan based on awareness, reflection, goal setting and planning. By identifying aspirations, strengths, values, skills and competencies, strategies can be learned and implemented to develop personal style and interpersonal skills to improve performance and quality of work.

Objectives of the CourseThis course will enable delegates to identify skills and competencies which can be matched to work place needs in communication, time management, problem solving and decision making.By the end of the programme delegates will be able to:• Define and execute a personal development plan• Identify current and future needs to support career development• Take responsibility for own personal and professional development• Identify and develop individual competencies• Evaluate and implement effective time management and

organisational strategies• Apply goal setting techniques• Demonstrate acquired interpersonal and transferable skills

Course ContentSession 1 Self-appraisal: Skills audit to identify own development

needs and the activities required to meet them

Session 2 Developing a personal and professional development plan

Session 3 Skills to continually review personal and professional development plan

Session 4 Transferable skills: communication, time management, cycles of activity – monitoring, reflecting and planning


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PLANNING PERSONAL DEVELOPMENT

[email protected] 3764 4333Text ‘1COL’ to 88020Follow us on:


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