Professional
Development
Principles of Customer Service
(RQF)
Level 2 Award
Course aims
A recent survey highlighted that 89% of respondents revealed that they had ceased shopping with certain organisations due to a poor customer service experience. Time after time such customers make judgements on organisations based on their personal interaction with staff. Whether your business is in the public or private sector, customer satisfaction is inextricably linked to your success or failure. This qualification has been developed to provide an introduction to the key principles of good customer service. It is delivered over one day and is ideal for existing staff as well as those entering a workforce for the first time who may be new to a customer service role. The qualification can be used as part of an induction programme with our trainers tailoring the generic principles to your in-house organisational standards.
Learning outcomes
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Defining excellent customer service
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Benefits of excellent customer service
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Identifying and meeting customer needs and expectations Communicating with customers
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Understanding the role of social media
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The role of body language, tone of voice and words
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Dealing with issues related to not meeting customer needs and expectations
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Managing challenging customer behaviour
Introduction to
Lean & Six Sigma
in Social Housing
Level 2 Award
Course aims
To introduce Housing organisations to the pursuit of perfection through Lean & Six Sigma. Giving a broad understanding of the principles of Lean Management and an introduction to the use of Six Sigma. Show how to use methodologies and a range of techniques to help recognise customer value and how to deal with chronic and variation waste. Specifically tailored to the needs of Social Housing to help organisations hear the voices of their tenants.
Learning outcomes
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Understand the principles of Lean Management
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Identify chronic and variation waste
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Be able to effectively use DMAIC
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Use techniques such as; value stream mapping, root cause analysis, scout, affinity and inter relationship diagrams
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Use Quality Function Deployment (QFD) and House of Quality (HOQ) to listen to the Voice of the Customer
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Calculate sigma values, understand statistical analysis and how to manipulate this in Excel
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Produce effective control charts
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Links to Lean Construction
Handling Tough Conversations
Course aims
Aimed at staff who conduct challenging conversations with colleagues or customers. This could relate to behaviour, results, actions or customer complaints. It will equip delegates with the confidence, knowledge and skills to engage with people in a calm and positive way.
Learning outcomes
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A greater understanding of what causes colleagues/customers to be demanding or challenging
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Identify what conversations can be challenging and why
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The benefits of dealing with issues promptly
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Confidence and guidelines for dealing with unacceptable behaviour
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Key skills to use when preparing and having tough conversations
Assertiveness &
Confidence Building
Course aims
Delegates will assess their own emotions and moods and how they affect levels of confidence and assertiveness. They will be motivated to remove negative emotions through rational thoughts helping them build their confidence and display true assertiveness.
Learning outcomes
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Define confidence & assertiveness
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Clarify the difference between assertiveness and aggression
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Understand the key elements of confidence
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Recognise negative triggers that reduce confidence and increase stress
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Understand one’s own emotions, mood patterns and associated behaviour
Stress Management
Course aims
Stress affects most of the population. The HSE reported that the majority of working days lost to workrelated ill health were due to Stress, Depression and Anxiety. Employee wellbeing is paramount. This course is designed to help employers recognise signs and symptoms.
Learning outcomes
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An introduction to stress awareness and the main causes
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Gain an understanding of signs and symptoms
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Examine the reaction and impact of stress
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Develop strategies to manage stress such as mindfulness
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Understand the importance of goal setting
Developing A Performing Team
Course aims
Learning outcomes
Performing teams do not exist by chance but are developed. Central to their success is effective leadership and management that motivates individuals to perform their roles effectively in a team environment.
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Establish the difference between management & leadership
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Discern the role of motivation and how uncertainty may have some influence
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Review of the competencies of emotional intelligence
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Discuss balancing the team, the task and individual functions
Manage Performing
Course aims
This course is ideal for those who daily manage staff performance. It focuses on the skills and techniques that ensure staff perform effectively. It can be tailored to fit the knowledge and experience of attendees.
Learning outcomes
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Identifying performance management
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Appraisals and the importance of structuring expectations
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Understanding the importance of planning
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Examining the value of ongoing performance management
Settings & Reviewing Effective Objectives
Course aims
Objectives describe what a task will accomplish, or what a task will contribute to. This workshop will provide guidance on how to write effective objectives for each individual that contributes to organisational success.
Learning outcomes
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Appreciate the value of effective objectives in the workplace
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Recognise the benefits of setting effective objectives
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What to consider when setting objectives
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Create objectives that can be tracked and measured to demonstrate success using SMART
Understanding Change Management
Course aims
Learning outcomes
Restructures, mergers and take overs are increasing in frequency as organisations choose to consolidate or strengthen their positions. Such changes necessitate a need to successfully understand and manage change. This workshop has this area of focus.
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Appreciating the importance of positive leadership
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Understand the role of empathy
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Examine how to lead change around you
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Discern your place in the change process
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Review the phases of change
Facilitating Change
Course aims
Change is frequent and inevitable but this does not make its facilitation something void of challenges. This course gives attendees the tools to manage and embrace change while skilfully recognising and overcoming the causes for resistance.
Learning outcomes
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Examine readiness for change
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Explore how to overcome resistance to change and the common causes
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Examine the 8 step process for managing a change project
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Review the ‘change curve’
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Understand organisational memory
Personal Resilience
Course aims
The ability to withstand or recover from difficult conditions summarises personal resilience. This workshop highlights how to successfully achieve this through the use of tools and techniques. It also identifies and examines the things that may damage resilience.
Learning outcomes
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Define what being resilient means
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Understand the importance of self-awareness
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Explore the ‘’Mood Elevator’
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Examination of practical tools and techniques
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Recognise things that can erode resilience
Leadership Training for Managers
Course aims
Learning outcomes
Delegates will gain the skills required to effectively lead and manage resources. This session will provide opportunities to discuss leadership and management styles and compare these with good practice standards across several industries/sectors.
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Define the difference between managing and leading
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Appreciate key thinking and research on leadership models and methodology
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Demonstrate an understanding of the requisite leadership competencies
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Utilise various communication styles to motivate, persuade, and influence others across the organisation
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Addressing challenges, conflict and resistance
ILM Level 3 Award
(Institute of leadership & Management)
Course aims
Rapidly increasing Leadership capability this programme gives businesses the pathway to fast track their people development by focusing on specific leadership and management skills through two core topic areas. This condensed programme is proven to get results.
Learning outcomes
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Developing yourself and others
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Understanding leadership
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Solving problems & making decisions
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Organising and delegating
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Managing workplace projects
ILM Level 3 Certificate
(Institute of Leadership & Management)
Course aims
This 12 to 16 month programme consists of 6 workshops, 2 action learning sets, 10 webinars, and 3 self and peer assessments, supported by a range of other learning resources. Learners also have full access to the ILM Leadership suite of learning resources.
Learning outcomes
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Developing yourself & others
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Understanding leadership
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Solving problems
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Making decisions
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Workplace mentoring
Introduction to Project Management
Course aims
Learning outcomes
Delegates will gain the skills required to effectively lead and manage resources. This session will provide opportunities to discuss leadership and management styles and compare these with good practice standards across several industries/sectors.
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Define the difference between managing and leading
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Appreciate key thinking and research on leadership models and methodology
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Demonstrate an understanding of the requisite leadership competencies
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Utilise various communication styles to motivate, persuade, and influence others across the organisation
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Addressing challenges, conflict and resistance
Project Management - 2 Day Course
Course aims
Over two days this course helps project managers understand what project management really is in relation to their role. Receive assistance to identify projects, planning and methods that can be effectively employed.
Learning outcomes
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Examining different project management methodologies
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Examine a Project Initiation Document (PID)
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Use critical path analysis
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Review risk management
Prince 2 Foundation
Course aims
This 12 to 16 month programme consists of 6 workshops, 2 action learning sets, 10 webinars, and 3 self and peer assessments, supported by a range of other learning resources. Learners also have full access to the ILM Leadership suite of learning resources.
Learning outcomes
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Developing yourself & others
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Understanding leadership
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Solving problems
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Making decisions
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Workplace mentoring
Prince 2 Foundation & Practitioner
Course aims
Learning outcomes
5 day combined PRINCE2 Foundation & Practitioner Course aimed at PMs who wish to acquire a deeper understanding of PRINCE2 up to Practitioner examination. It requires over 4 hours of self-directed study prior to training.
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Excellent preparation for PRINCE2 Foundation & Practitioner examinations
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Understand the PRINCE2 process model
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Examine the context and main function of each process
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Understand each theme and techniques within PRINCE2
Presentation Skills -
1 Day or 2 Day
Course aims
Help to overcome your nerves, giving you the confidence needed to create and deliver effectively in any environment. You will learn how to plan and structure a presentation, along with various methods of delivery. Students will present during the course.
Learning outcomes
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How to deliver with confidence
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How to plan, prepare and structure a presentation
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How to format an outline for your presentation
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Effective teaching techniques, tools and methods to use
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How to deal with your audience and challenging situations
Train the Trainer -
2 Day Course
Course aims
This 2 day workshop equips you to deliver sessions that get the best results. It requires a balance of skills and includes enthusiasm to make a subject interesting and even compelling. Details such as session planning and room layout are also considered.
Learning outcomes
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How to establish the aims and objectives of the training
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How to structure training for maximum interest and effect
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Planning and preparation
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Session plans
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Delivering training with confidence and poise
Prince 2 Foundation & Practitioner
Course aims
Learning outcomes
5 day combined PRINCE2 Foundation & Practitioner Course aimed at PMs who wish to acquire a deeper understanding of PRINCE2 up to Practitioner examination. It requires over 4 hours of self-directed study prior to training.
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Excellent preparation for PRINCE2 Foundation & Practitioner examinations
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Understand the PRINCE2 process model
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Examine the context and main function of each process
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Understand each theme and techniques within PRINCE2
Presentation Skills -
1 Day or 2 Day
Course aims
Help to overcome your nerves, giving you the confidence needed to create and deliver effectively in any environment. You will learn how to plan and structure a presentation, along with various methods of delivery. Students will present during the course.
Learning outcomes
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How to deliver with confidence
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How to plan, prepare and structure a presentation
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How to format an outline for your presentation
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Effective teaching techniques, tools and methods to use
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How to deal with your audience and challenging situations
Train the Trainer -
2 Day Course
Course aims
This 2 day workshop equips you to deliver sessions that get the best results. It requires a balance of skills and includes enthusiasm to make a subject interesting and even compelling. Details such as session planning and room layout are also considered.
Learning outcomes
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How to establish the aims and objectives of the training
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How to structure training for maximum interest and effect
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Planning and preparation
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Session plans
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Delivering training with confidence and poise
Award in Education and Training Level 3 (AET)
Course aims
Learning outcomes
This course represents the first step to teaching at a higher level. The award includes areas that cover understanding roles, responsibilities and relationships in education and training, as well as using inclusive teaching and learning methods
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How to plan a teaching session
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The essential role of the tutor
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The training cycle
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Meeting he needs of individual learner
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Teaching and learning methods
Negotiation Skills
Course aims
The art of negotiation should never be underestimated. An increasing number of organisations are finding that their staff need to develop the skills required to successfully negotiate with potential clients.
Learning outcomes
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Have the confidence and communication skills to achieve a win-win outcome through negotiation
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How to anticipate and respond to objections
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Avoid critical mistakes in the negotiation process
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Learn some tested negotiation strategies
Influencing Without Authority
Course aims
Influencing others in the workplace can be a real challenge especially when they are your senior. This short course focuses on how you influence upward by effectively using timing, empathy and other strategies that work.
Learning outcomes
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Understand the role of timing
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Learn how to effectively use empathy
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Discern how to analyse stakeholders and adapt to their interests
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Adopt the 6 point strategy
ESOL
Course aims
Learning outcomes
English for Speakers of Other Languages helps students develop their English proficiency. 10 sessions are designed to improve the student’s ability to communicate in the workplace, higher education, daily routines and home.
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Build confidence in using English
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Use appropriate English words for jobs and workplace situations
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Improve listening comprehension
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How to structure sentences