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Staff Training

Success in business means providing quality products and great customer service at a good price. However to do that, you also need a skilled workforce who are full of ideas, know the job and understand your business priorities. To accomplish all these needs you should provide quality staff training as part of their continued development. A skilled, trained workforce can dramatically improve bottom line performance by adding value to products and services that you provide and will make it easier to compete. Satisfied and motivated workers also mean higher levels of staff retention which also provide lower annual recruitment costs.

Staff Training Courses

 

Training Pack Title

Area Covered

1

Appraisal and Personal Development

Appraisal as an Organisational and Management Tool, Planning Checklist, SMART Criteria, Motivation and Feedback through Coaching, Performance

2

Bullying and Sexual Harassment

Definitions, Tackling Bullying and Sexual Harassment, Implications on the Workplace, Legal Obligation, Responsibilities of Employers / Supervisors, Statistics

3

Change Implementation

(Change For The Better)

A comprehensive course covering inter-personal skills, leadership skills and the techniques for successfully implementing change. We cover anticipation of reaction from different character types and provide specific solutions for each. The process of change is examined in detail from initial anxiety and fear, through to eventual acceptance, with tried-and-tested advice at every stage. A very popular new addition to our range, designed and launched specifically for the needs of individuals and companies in the current rapidly changing economic environment.

4

Coaching Skills

Coaching Learning Styles, the Training Cycle, How to Structure a Training Session, Effective Feedback and Effective Coaching

5

Communication Skills

(Hear Say)

Communication Skills. We utilise our highly-popular inter-personal profile analysis ; identifying character types and adjusting your personal style. We then examine types of communication and the appropriate time to use each, taking time to consider the preference of the recipient. We also include presentation design and delivery for group message delivery. Communication is the lifeblood of organisations, and is obviously also vital in all aspects of daily life. However, talking about everyday or trivial matters is not the same as effectively communicating a business message. We are often under the false impression that we are all naturally good communicators because we talk to people every day both socially and professionally. Something which has gone wrong at work is very often the result of some form of communication breakdown or misunderstanding. We will fully cover techniques for altering your style, choice of words and medium in order to make you more effective.

6

Communication Skills

Types of Communication, Body Language, Barriers to Communication, Listening Levels, Two-Way Communication, Communication Styles, Forms of Communication, Communication and Teams, Dealing with Difficult Communication, Giving Bad News, Conflict, Managing Conflict, Role Plays

7

Conflict Resolution

(Road To Resolution)

Anticipating, preventing and dealing with conflict and dispute. A Conflict resolution and inter-personal skills course which begins with a pre-course personality questionnaire which you need to complete and return to us prior to the course date. From this we carry out an analysis of your personality style, and prepare a profiled report which you receive on the day. This session has relevance for anyone with regular face-to-face contact with customers, clients or colleagues and aims to avoid workplace disagreements and conflict. You are shown how your own individual personality style relates to other types and the areas of potential harmony and conflict. The psychology theory is quickly developed to practical business applications which can become an invaluable tool in ongoing daily use with Staff Management, negotiation, dispute avoidance and resolution.

8

Customer Care and Service

An Introduction to Customer Service, Identifying Customers, Corporate Image, Customers Perception, Public Relations and Publicity, Communication Skills, First Impressions, Telephone Skills, Face to Face Skills, Turning Bad Service to Good Service, Dealing with Difficult Customers, Introduction to Sales, The Sales Process

9

Dealing with Difficult People and Situations

Who are Difficult People, Types of Behaviour, Identifying Aggressive Types and Personalities, Communication Skills, Feedback, Being Assertive, Negotiation Skills, Step by Step approach to dealing with conflict and Difficult Situations

10

Delegation Skills

What is Delegation, Benefits of Delegation, Identifying Opportunities, When Delegation Goes Wrong, Assertiveness, Stages of Effective Delegation, Setting Objectives, Teamwork, Personal Effectiveness, Time Management, Action Planning and Evaluation

11

Discipline Issues

Disciplinary Policy and Procedure, Stages of the Disciplinary Process, Record Keeping, Misconduct vs. Gross Misconduct, the Disciplinary Interview, Appeals, Compensation

12

Diversity and Equal Opportunities

Diversity Awareness, Recognising our Unique Differences, Acting to Promote Diversity, Diversity Management, Organisational Behaviour – Managing Across Cultures

13

Emotional Intelligence

What is Emotional Intelligence, Impact of EI, Self Assessment, Elements of EI, Self Awareness, Regulation and Motivation, Empathy, Tuning into your Senses, Developing Yourself and Others, What is Emotion?, Managing your Emotions, Managing and Leading, Improving your EI, Self Directed Change, Communication Skills, Change Management and EI, the Impact of EI

14

Goal Setting

(Your Best Year Yet)

Often described by delegates as a work/life balance programme. This course uses a tried-and-tested system of reviewing and then setting and planning priorities objectives and personal goals for the next 12 months. It can be used for Strategic Business Planning or for ensuring that home and family life is not forgotten or neglected. Many high profile figures in the business world have used this programme for many years on an annual basis with great success.

15

Influencing and Communication Skills

Influencing and Communication within Teams, Good Working Relationships, How We Influence Others, Interpersonal Communication, Building Rapport, Negative Behaviour, Dealing with Conflict, Action Planning

16

Interpersonal Skills

(Knowing Me, Knowing You)

This course begins with a personality questionnaire which you need to complete and return to us prior to the course date. From this we carry out an analysis of your personality style, and prepare a profiled report which you receive on the day. You are shown how your own individual personality style relates to other types and the areas of potential harmony and conflict. The psychology theory is quickly developed to practical business applications which can become an invaluable tool in ongoing daily use with Staff Management, Sales, Negotiation, Recruitment and Appraisal, and also with social and family applications.

17

Interviewing Skills

Communication, Questioning and Listening, Types of Questions, Dealing with Silence and “Pregnant Pauses”, Body Language, Note Taking, Understanding, Para linguistics, Eye Contact, Looks and Appearance, The Selection Interview, Paperwork, Job Description, Job Specification, Short List, Interview Preparation, Decision Matrix, Reference Checking, Outcome Letters, Appraisal Interview, Interview Tips, Discipline Interview, Counselling Interview, Follow-Up Interviews

18

Introduction to Finance and Bookkeeping

Accountants and Accounting, Accounting Records, Financial Statements, Cash Management, Planning and Budgets, Income and Expenditure, Cash Sheets, Banking, Recording Hours Worked, Staff Rota’s, Stock Ordering, Wastage

19

Leadership Skills

Leadership Theory, Different Leadership Styles, Change Leadership, Theories of Leadership, Qualities of a Leader, What Leaders Do, Defining Leaders and Leadership

20

Management and Supervision

(On The Ladder)

Essential advice for Supervisors, Team Leaders and Junior Managers. Also for members of staff who have shown the necessary drive, determination and work ethic to earn promotion to a “first-line“ supervisory or management position. The objectives of this 4 hour course are to ease the transition from working at the same level as a group of colleagues, and then being promoted or asked to fill a supervisory or management position. Being “on the ladder” refers to the challenge of having staff reporting to you, and having a Manager above you ! This course will raise awareness of the potential hazards and pitfalls, and provide a practical framework to gain respect while maintaining rapport.

21

Marketing

(Stand Out From The Crowd)

Business marketing aimed specifically at the SME sector. Larger companies have the resources either to pay for external marketing consultants, or to dedicate their own staff to the role. This course is designed to provide you with the tools and techniques to effectively compete with them. We aim to get more customers to buy your product or service more often, to increase your profits. A comprehensive and informative workbook provides the structure for this course, and we encourage other delegates to consider and comment on each other’s businesses in order to generate honest objective feedback.

22

Mentoring Skills

What is Mentoring, Organisational Impact, Benefits of Mentoring, Influences, How People Develop, How Adults Learn, What to Expect from a Mentor, Responsibilities, Characteristics of a Mentor, Relationships, The Paperwork, Performance

23

Motivational Skills

The meaning of the term “Motivation”, the variety of Motivation Techniques between Individuals and Organisations, Key Motivational Thinkers, Applying appropriate Motivational Techniques to different scenarios

24

Motivation & Leadership

(Lead To Succeed)

A comprehensive course covering every aspect of Motivation and Leadership. We examine the causes of motivation and different management styles. We look at the characteristics of a motivated person and discuss needs and wants and expectation levels. We consider the laws of motivation and identify de-motivational factors before establishing how to motivate others and teams. We conclude with the principles of leadership and the skill of successful leadership.

25

Negotiation Skills

What is Negotiation?, Outcomes of Negotiation, Definitions of Successful Negotiation, Use of BATNA and WATNA, 4 Key Stages of Negotiation, Negotiation Skills, Uses of Negotiation, Positional Bargaining, Communication Skills, Negotiation Styles, Negotiation Method, Negotiation Mistakes, Contract Negotiation, Final Stage of Negotiation

26

Neuro Linguistic Programming (NLP)

What is NLP, the Roots of NLP, Operational Principles, Achieving Outcomes and Goals, Building Rapport, Sensory Awareness, How to Speak to People, Facial Expressions and Eye Contact, Changing Behaviour, Flexibility, NLP Modelling, How Can you Apply NLP, Pre-suppositions of NLP, How we Frame our World, Six-Step Re-Framing

27

Presentation Skills

How to Give a “Knockout Presentation”, the Importance of Presentation Skills, General Guidelines, Organisation, Preparation, Time, Audience, Slide Do’s and Don’ts, Training Handouts, Navigation in PowerPoint, Delivery Do’s and Don’ts, Handling Questions

28

Presentation Skills

(Stand And Deliver)

A presentation skills course, with a difference ! This course develops personality profiling with the specific aim of ensuring that you fully-engage your audience from the moment you arrive, to the time you leave, (whether it be a one-to-one meeting or delivery to a much larger group). It focuses on detailed preparation, ; anticipation of the recipients’ buying needs ; analysis of your business and your competition ; and the construction and delivery of your message.

29

Problem Solving

Dealing with Problems, Problem Solving Techniques, Principles of Problem Solving, What are Problems?, Problem Solving

30

Project Management

Definitions of “Project”, Project Life Cycle, Project Roles, Effective Project Management, Tools and Techniques, Project Audience, Critical Success Factors, Project Champions, Risk Analysis, Categorising Risk, Project Familiarity, Work Plans, Team Conduct, McKinsey’s 7s Model, Belbin’s Team Roles, Personality Traits, Teambuilding, Communication Skills, Motivation Skills, Vroom’s Expectancy Theory, Holding People Accountable, Project Management and Change Management

31

Report Writing

Expressing yourself, Communication, Three Components of Report Writing, Content, Structure of the Report, Report Style, Selling Skills, Project Presentation, Finalising the Deal

32

Sales Skills

The Sales Plan, Account Development, Planning and Targets, Personal Qualities, Knowledge, Benefits and Features, Resources, Partnering Techniques, Time Management, Prospects, Building Rapport, Objection Handling, New Appointments, Call Handling, Chain of Command, Personality Types, Questioning and Communication, Proposals, Exhibitions, Negotiations, Closing and Commitment, Complaints, Forecasting, Sales Reports, Managing Relationships

33

Sales Process

(Everyone’s a Winner)

Essential skills for the sales professional. This has enough content to be run over a full day or even two ! The information folder which is provided on the day will prove to be a valuable reference point for future use. The sales process is covered from preparation, meeting, listening and questioning, presenting, handling objections, closing, and post-sale business building through securing and retaining existing customers. The ultimate aim is to ensure your business succeeds because your customers get exactly what they want.

34

Sickness and Absence Management

Why Manage Absence?, Who Should Manage Absence?, Types of Absence, Absence Reporting, Return to Work Interview, Counselling and Reviews, Medical Reports, Dealing with Long Term Absence

35

Stress Management

Introduction to Stress, why Pressure Occurs, Defining Stress, How the Body Responds, Warning Signs of Stress, Personal Perspective, Reducing Pressure, Stress Levels, Controlling Responses, Workload, Change Management, People, Conflict, Lifestyle, Staying Healthy and Relaxed, Getting Help, Recognising Stress and Dealing with it, Helping Others

36

Stress Awareness And Management

(Calm Down)

Stress Awareness and Management. The latest addition to our range of courses and expected to be both popular and beneficial in the current economic climate. Stress is defined and identified and we look at the varied causes of stress. The consequences for both the individual and the organization are discussed along with roles and responsibilities of all those involved. Current legislative standards and guidelines are included in the 25 A4 delegate packs along with pages of stress reduction techniques and tips. An HSE approved Stress Risk Assessment document along with guidance notes is also provided. The aim is to find practical long-term solutions to any individual’s negative stress and we develop a 12 month rolling plan of personal objectives to re-focus on positive outcomes.

37

Teambuilding

What is a Team?, Definitions, Types of Teams, Teams vs Groups, Teambuilding vs Team working, Challenges Facing Teams, How to Build a Team, Team Objectives, Leadership Styles, Group Behaviour, Leaders vs Managers, Giving Feedback, Stages of a Team, Barriers to Effective Teams, Teambuilding Activities

38

Telephone Skills and Telesales

What is Customer Service, What is Telesales, Telesales Essentials, Communication Skills, Negative and Positive Language, the Telesales Cycle, Asking Questions, Customer Requirements, Closing for Business, Presenting Benefits, Making and Receiving Telephone Calls, Note Taking, Cross Selling, Up Selling, Getting Through to the Right Person, Managing the Gatekeeper, Handling Objections and Complaints, What “to do” after a Call, Common Mistakes made by Telesales Operatives

39

Time Management

Effective Time Management, Time Wasters, Making the Best Use of Time, Interruptions, Procrastination, Timing, Getting the Most out of your Time, Filing, Managing your “To Read” pile, Managing e-mail, Being Organised, Using your Calendar, Strategic Planning, Visions and Missions, Goal Setting, Listing Tasks, How to Plan, Prioritisation, Saying No, Efficiency and Effectiveness, Prioritising Tips

40

Time Management & Delegation

(Challenging Time)

A “packed” Time Management and Delegation course. A pre-course recording system is used to evaluate existing work practices. We then cover the following :- Work-type pattern analysis ; the identification and cure for procrastination ; diary control management and implementation of “Prime Time”best practice ; a simple and highly-effective delegation system ; prioritising ; dealing with interruptions ; managing the telephone and email ; deadline planning ; developing a teamwork culture and coaching and observation techniques.