Courses

Course overview This course will provide you with the knowledge and skills to deal with complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, help you to understand things from the customer’s point of view and ensure a positive outcome.

This one day programme has been designed to enable the candidate to discover how effective assertiveness can have a positive impact in the workplace; we also look at handling difficult people and situations with confidence. We also cover the need to understand the different assertive behaviours and how to build a rapport when dealing with difficult people of situations.

This one-day programme has been designed to enable the delegates to discover how effective assertiveness can have a positive impact in the workplace, including handling difficult people and situations with confidence. We also cover the need to understand the different assertive behaviours and how to build a rapport. LIVE VIRTUAL TRAINING: Live INTERACTIVE virtual delivery across 3 sessions over 1 day.

Course overview This course will help you identify ways that can make a big difference to customer service. Focusing on communication and relationship building, this session will provide you with the knowledge and skills to deliver an exceptional level of customer service to your customers

This workshop will introduce the skills and processes for developing the ability to appraise performance. It will examine the performance management cycle, provide an opportunity to practise the skills and consolidate understanding of the basic appraisal meeting structure. Who should attend?  This workshop is suitable for employees with responsibility for managing the appraisal process. It's beneficial for appraisers new to running appraisals.

Duration: 1 day On the phone or face-to-face, you are the first contact for existing and potential new customer and the connection between the customer and your colleagues within the business. Efficient, Polite and engaging you need to be able to deal with a wide variety of people and potentially difficult situations. This programme benefits all reception and ‘front of house’ teams

Many of us face difficult encounters with employees or colleagues which, if not handled properly, can have serious repercussions for the whole staff team. In this course we will look at techniques for giving you the confidence and understanding you need for effective management of difficult situations. You will learn how to effectively listen, communicate and respond to difficult team members and situations to ensure a positive outcome.

Duration: 1 day Happier people tend to be more productive and creative as they focus on solutions rather than problems and they behave more collaborative. This positive attitude drives behaviours which in turn drives organisational results. In this 1 day course we look at happiness, managing stress, being positive, Sleep and basics of nutrition, Positivity and pulling this altogether in your personal action plan. “HAPPINESS IS WHEN WHAT YOU THINK, WHAT YOU SAY AND WHAT YOU DO ARE IN HARMONY” Mahatma Ghandi

In today’s working environment we have constant challenges and changes we need to deal with. To be a highly effective and inspirational leader you need to be able to positively respond to them with integrity, competence and confidence. In this course we look at Leadership and how to engage and motivate your people and teams with confidence.

Meetings are vital for management and communication. They enable people to plan activities, exchange information and make decisions together. Knowing how to hold efficient and effective meetings is a key aspect of making projects or activities successful. This 1 day course has been designed to introduce the skills required to Manage Successful Meeting for candidates new to meetings.

Meetings are vital for management and communication. They enable people to plan activities, exchange information and make decisions together. Knowing how to hold efficient and effective meetings is a key aspect of making projects or activities successful. This 1 day course has been designed to introduce the skills required to Manage Successful Meeting for experienced candidates who have had no formal training.

This hands- on training provides an opportunity for team leaders to examine their own reactions to change and consider how they can best support and challenge their team members to work through change.