Workshops

Would you like to enjoy the convenience of having your own business building workshops provided in your own premises?

Would it be easier and more convenient if, instead of your people coming to us, we come to you?

We have a fantastic rage of half, full and multi day workshops catering to a wide variety of specific business needs.  Our workshops are not just about participants sitting around a table and listening to someone else do all the talking - they are interactive and skills based and will result in real learning taking place that will be successfully transferred back into the workplace. Motivate and activate you staff with quality training that gets real results.

Check out what we have to offer! 

 

CUSTOMER SERVICES

 Communicating with Customers on the Telephone - ½ Day

 This workshop delivers understanding of how customers should be treated when they call. Participants will learn how to build rapport with customers as well as use questioning and listening skills to get the facts. They will learn how to find solutions and take action.

 Complaint Handling - 1 Day

Complaints are a common factor for all businesses.  Customers will always demand good value and equally effective service.  Complaints can make or break an organisation, particulrly now that the internet provides such an easy forum for customers to air their grievances.  We need to ensure that our people are skilled in handling complaints.  Not only will this help to solve problems as they arise, but will also help to improve our business as a whole.

 Customer Care on the Telephone - 1 Day

Customer service is one of the most important aspects of any business.  It's not just a question of reacting to your customers' needs - it's also about defining what they really want, even when they are not sure themselves!

This workshop will help you to react better to customer needs - and deal with situations when they become difficult.

 Dealing with Phone Rage - 1 Day

 The majority of calls that are taken by call centres, helpdesks and businesses in general will pass without incident.  However, there are occasions when a call may become difficult and it may be necessary to deal with a caller that has become angry for whatever reason.

In these situations, it is important to utilise skills that will help defuse the emotion from the call and eventually move it towards resolution.  When badly handled, anger can turn into rage with devastating consequences.

 Effective Customer Care - 1 Day

 Effective customer care is critical to the success of any business.  Without positive relationships with our customers no business can survive in today's competitive marketplace.

Customer care has changed immensely over the years.  Our customers have become less tolerant and more demanding.  It is a huge challenge for us to meet these demands.

This workshop will get you to examine your own thoughts and beliefs and set you on a journey to discover the realities of that thing call "customer care".  It explores the relationship you currently have with customers and builds on this.  The aim is to create a stable and rewarding experience that makes customers want to return time and time again.

 Good, Bad & Ugly Customer Service - ½ Day

With many products, services and prices being very similar the only way to set ourselves apart may be with the service we offer.  If this is true, we need to make sure that we are setting ourselves apart in the right way and building a reputation that will keep customers returning time and time again.

In this workshop, you will draw on your experiences to help you understand customer expectations before matching these to the service values of the organisation.  This then enables you to consider the service you are currently delivering and to find ways to improve on this.

This workshop works equally well for frontline staff or for managers looking to improve the systems and processes that deliver their products to the end customer.

   

LEADERSHIP

 Coaching at Work - 1 Day

Coaching has become a critical element of team development and yet it is rarely understood and often implemented poorly.  This workshop will provide you with a core understanding of the methods of coaching and provide you with some basic skills that will enable you to practically carry out coaching in the workplace.  

It moves away from the viewpoint that coaching must be process driven and bureaucratic and will help you to appreciate that coaching is an everyday occurrence that, when performed correctly, can be enlightening and fun.

 Coaching Skills for Managers - 1 Day

Coaching has become a vital tool for anyone that wants to get the best out of their team.  This workshop has been developed to provide you with a structured approach to coaching in the workplace.

The key aim of the course is to ensure that you, as a leader, drives results by supporting your team members in their learning, enabling them to develop the skills, knowledge and attitude necessary to successfully deliver their job responsibilities and goals.

 Coaching with NLP - 1 Day

NLP(Neuro-Linguistic Programming) is known as the art and science of personal excellence.  It is based on the practical skills that are used by all good communicatiors to obtain excellent results.  These skills are invaluable for personal and professional development and by using NLP in coaching we can encourage faster results that stick.

This workshop will provide you with the skills necessary to improve your performance as a coach, whilst giving you a sound understanding of how to get the best out of people through the use of well established NLP techniques.

 Communicating Difficult Messages - 1 Day

Everyone is required to communicate a difficult message at some point in their career.  How this message is received is dependent on serveral factors and the outcome of a poorly delivered message can be catastrophical for a business.

This workshop will ensure you are equipped to deliver difficult messages effectively while coping with awkward behaviours within the team.

 Great Leadership Skills - 1 Day

Leadership is an attribute that is often shrouded in mystery and frequently people are placed in leadership roles when they have no idea what leaders truly do.

Modern leadership is moving away from the "command and control" idea and the role has become more focused on how to unlock the power and potential of those around you.  People want to be respected and valued, the great leader recognises this and is self aware enough to encourage and develop the strengths of others to achieve the goals of the organisation.

 Leading Effective Teams - 1 Day

Having an effective team around you is crucial.  However, it is an area that is often left to chance, which can lead to de-motivated individuals that do not feel part of the business and consequently do not perform.  This workshop looks at what it takes to lead an effective team and how you can get the best out of the people in it by understanding the role of leader, both personally and from the point of view of the team.

 Leading Meetings - 1 Day

Meetings do not always enjoy a particularly good reputation.  In many organisations they are notorious timewasters and are often unproductive.  The person leading the meeting can influence that repuatation and ensure that meetings are productive and rewarding for the participants.

This workshop is aimed at people whose job involves leading meetings and provides them with practical advice that they will will be able to make use of straight away.

 Success with Change - 1 Day

This workshop is suitable for anyone involved in the change process in a business environment.  It can be used for leaders that need to implement change or for staff that need to appreciate the change process.

Ultimately this course is useful for those that need to understand change both for themselves and for those around them, which really includes everyone.

 The Power of Influence - 1 Day

Each day you are influenced by the actions of others, whether you are aware of it or not, you are manipulated and persuaded to comply with requests by people who either naturally or through mastery have developed tools of influence.  This workshop will help you to ientify the methods used and equip you with an in depth knowledge of how to use these skills to your own advantage and through this, increase your influencing ability. You will learn how people are influenced and develop practical methods of applying these skills in the work environment.

 

BUSINESS DEVELOPMENT

 Achieving Sales on the Telephone - 1 Day

The telephone has become a critical tool in obtaining sales in today's competitive market, and yet it is often an area we pay little attention to and consequently it becomes a negative aspect of our business rather than the highly positive one it can be.  This workshop sets out to enable participants to sell effectively over the phone.  The tools that are covered will help generate sales and whether you take inbound or receive outbound calls, you will find that if you apply the techniques in this workshop, your success rate will increase immensley.

 Practical Sales Skills - 1 ½ Days

Designed to suit both people relatively new to sales as well as those who have a lot of experience, this workshop will help your team to exceed sales targets and gain instant results.

The core aim of this workshops is to provide you will a set of tools that can be practicably used in your sales role. The skills provided are simply a collection of valuable methods of achieving sales.  There are many tips and techniques that will be incredibly useful and will help you develop a successful sales approach whilst enhancing your performance.  These skills have been produced from many years experience in sales and have been tried and tested in a business environment.

 Relationship Retailing - 1/2 Day

For those who work in the personal services industry, this workshop is a must.  Designed to explore and overcome the reasons why the service provider is not comfortable with the selling role, this workshop will deliver useful tools that can be used to achieve effective selling "after the service" is completed.

 

PERSONAL DEVELOPMENT

 Assertiveness in Action - 1 Day

Being assertive is being able to express yourself with confidence without having to resort to passive, agressive or manipulative behaviour.

By developing assertiveness and becoming aware of your own strengths and weaknesses, you can modify your behaviour for greater effectiveness in social and business interactions.

This workshop will provide guidance on how to become more assertive and build self-confidence, which in turn will help you to achieve greater work effectiveness and productivity, whilst putting you in control of your daily activites and making you more able to overcome stressful work and life situations.

 Conflict Handling - 1 Day

Conflict is an inevitable part of daily life.  Whether we are part of the conflict or merely an observer, it's effects can have a heavy impact.  Learning to manage conflict is a positive skill, which empowers and creates confidence.  It can also improve relationships, save money and ultimately increase productivity.

 Emotional Intelligence at Work - 1 Day

Emotional intelligence, also referred to as EI or EQ (emotional quotient), is one of the most important ideas to hit the business world in recent years.  It is based on the notion that the ability of individuals to understand their own emotions, and those of the people they work with, is the key to better business performance.

Therefore, this workshop is relevant to everyone that interacts with other at work.

 Listening Skills- ½ Day

The abiltity to communicate effectively is essential in business.  However, our ability to communicate well is seriously undermined if this is not underpinned by good listening skills.

The ability to listen effectively is so important that is is worthy of a workshop in its own right.

This half day workshop provides you with basic but effective techniques to ensure that you listen effectively on a consistent basis.

 NLP - Make a difference to your life - 1 Day

 Participating in Meetings- ½ Day

 Prioritising & Planning- ½ Day

 Professional E-mails - ½ Day

 Questioning Skills - 1 Day

 Stress Management - 1 Day

 The Art of Negotiation- 1 Day

 Think Your Way to Success - ½ Day

 Time Management - 1 Day

 Train the Trainer - 3 Days

 

HUMAN RESOURCES

 Performance Management - 1 Day

 

 

Call us today on 07 55 296 467 or 0431 975 515 or contact us by email, if you would like to know more about in house training for your staff. 

Click here to ready my blog!