LBL SKILLS
Professional & Leadership Courses
Why Professional & Leadership Courses?
- A greater understanding of what causes colleagues/customers to be demanding or challenging
- Identify what conversations can be challenging and why
- The benefits of dealing with issues promptly
- Confidence and guidelines for dealing with unacceptable behaviour
- Key skills to use when preparing and having tough conversations
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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
- Defining excellent customer service
- Benefits of excellent customer service
- Identifying and meeting customer needs and expectations Communicating with customers
- Understanding the role of social media
- The role of body language, tone of voice and words
- Dealing with issues related to not meeting customer needs and expectations
- Managing challenging customer behaviour
Introduction to Lean & Six Sigma in Social Housing
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
- Understand the principles of Lean Management
- Identify chronic and variation waste
- Be able to effectively use DMAIC
- Use techniques such as; value stream mapping, root cause analysis, scout, affinity and inter relationship diagrams
- Use Quality Function Deployment (QFD) and House of Quality (HOQ) to listen to the Voice of the Customer
- Calculate sigma values, understand statistical analysis and how to manipulate this in Excel
- Produce effective control charts
- 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
- A greater understanding of what causes colleagues/customers to be demanding or challenging
- Identify what conversations can be challenging and why
- The benefits of dealing with issues promptly
- Confidence and guidelines for dealing with unacceptable behaviour
- Key skills to use when preparing and having tough conversations
Assertiveness & Confidence Building
Course aims
This course aims to raise delegates' awareness of the legal framework and their responsibilities in safeguarding adults, children, and young people and to help them prevent and learn from past events.
Learning outcomes
Establishing who are vulnerable adults
• The legal framework and reporting procedures
• Types and indicators of abuse
• Disclosure process, consent and confidentiality
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
The 7 rights of medication administration
• Classification & types of medication
• Maintaining records – MARs
• Storing & disposing of medication
Developing a Performing Team
Course aims
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.
Learning outcomes
- Establish the difference between management & leadership
- Discern the role of motivation and how uncertainty may have some influence
- Review of the competencies of emotional intelligence
- Discuss balancing the team, the task and individual functions
Performance Management
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
- Identifying performance management
- Appraisals and the importance of structuring expectations
- Understanding the importance of planning
- Examining the value of ongoing performance management
Setting & 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
- Appreciate the value of effective objectives in the workplace
- Recognise the benefits of setting effective objectives
- What to consider when setting objectives
- Create objectives that can be tracked and measured to demonstrate success using SMART
Understanding Change Management
Course aims
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.
Learning outcomes
- Appreciating the importance of positive leadership
- Understand the role of empathy
- Examine how to lead change around you
- Discern your place in the change process
- 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
- Examine readiness for change
- Explore how to overcome resistance to change and the common causes
- Examine the 8 step process for managing a change project
- Review the ‘change curve’
- 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
- Define what being resilient means
- Understand the importance of self-awareness
- Explore the ‘’Mood Elevator’
- Examination of practical tools and techniques
- Recognise things that can erode resilience
Leadership Training for Managers
Course aims
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.
Learning outcomes
- Define the difference between managing and leading
- Appreciate key thinking and research on leadership models and methodology
- Demonstrate an understanding of the requisite leadership competencies
- Utilise various communication styles to motivate, persuade, and influence others across the organisation
- 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
- Developing yourself and others
- Understanding leadership
- Solving problems & making decisions
- Organising and delegating
- 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
- Developing yourself & others
- Understanding leadership
- Solving problems
- Making decisions
- Workplace mentoring
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