Each of the following courses gives an overview of the objectives and learning that’s covered. For many of our clients these outlines are merely the starting point for the development of course specific to their individual needs.
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Excelling at Customer Service
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Telephone Techniques
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Required standards of customer service
Ways to Approach and Acknowledge
customers
Questioning techniques, identifying
customer requirements
Stages of the Sale
How to maximise the sale
How to close the sale
How to overcome customer objections
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Customer expectations over the phone
Professional telephone behaviour
Questioning techniques
Dealing with complaints
Taking messages and transferring calls
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Professionally Selling with Confidence
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Handling Customers Professionally
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Understand customer expectations and
perceptions
Identifying and matching the needs of
the customer
Talking in terms of benefits to the
customer
The influence of body language in a
sales situation
Dealing with difficult customers
Communication skills
Adding value to the customer
Develop closing techniques
Setting the correct sales objectives for
the customer
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Acknowledging the causes of conflict;
what triggers us into aggression?
How to manage the ‘gap’ between what
customers expect and what can be delivered
How we communicate - voice, tone, the words
we use
The attitude and behaviour cycle
Building rapport and trust, using empathy
Techniques to take the emotion out of the
situation
Using cushion phrases, clarifying and
agreeing a solution
Identifying when communication starts to
break down and why
Handling complaints assertively, working
towards a solution
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Appraisal Workshop
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Performance Management
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Purpose of Appraisal
Preparation for the meeting
Structuring an appraisal meeting
Dealing with Awkward Situations
Creating a Training Plan
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When to use performance management
The Four Stages of performance
management
How to review performance
Dealing with continued under performance
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Assertive Behaviour
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Presentation Skills
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What Assertive Behaviour looks like
Benefits of using Assertive Behaviour
How to change behaviour for the future
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Plan and prepare presentation content
Structure presentations for impact
Deliver with confidence and professionalism
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Coaching Skills
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Stress Management
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Nature and Behaviours of Coaching
Using coaching to develop teams and
individuals
How to improve Performance using
Coaching
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What is stress
How does stress occur
How to manage stress in the workplace
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Communication Skills
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Time Management
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How do we communicate
How effective are you at communicating
Creating Positive Rapport
The 4 Principal Methods of Communicating
Team Communication
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How to manage your time effectively
How to delegate
How to prioritise tasks
Improve planning and organisation
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Recruitment and Selection Workshop
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Train the Trainer - 2 Days
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The Legalities
Identifying the right type of person
Developing competency based questioning
Interview process
Assessment/Follow up
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Learning Styles
How to plan, conduct and follow up training
sessions
Giving Feedback
Identify where different training methods are
required
Coaching to improve performance
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Influencing and Decision Making
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Management Styles
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Examine models for Influencing and
decision making
Use Positive Influencing behaviours
Apply models to your role
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Difference between a manager and a leader
X,Y,Z Management Theories
Management Behaviours and how to change
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Leadership and Motivation - 2 Days
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Managing People
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Identify your leadership style
Examine different Leadership Styles
Learn to evaluate members of your team
Discover how to motivate each team
member
Analyse which style to use and when
Learn how to impact team performance
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Introduction on how to manage
Managing with Flexibility
Communication
Goal Setting
Recognition
Performance Management
Teamwork
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