Introduction to Management


Who is it for?

Newly appointed, or soon to be appointed managers, with limited people management experience.

Ideal for individuals in their first managerial position.

Learn key principles of management techniques, such as, teamwork, goal setting, motivation and delegation.

What is it about?

An immersion into the fundamentals of management. Helps gain a thorough understanding of what is required to motivate and manage other people successfully.

What will I get out of it?

Understand the interpersonal skills required to become a respected and successful manager

Identify motivational techniques to get the best out of your team and achieve results

Learn the art of delegation

Increase confidence levels to be able to give effective feedback and tackle performance issues

Learn techniques to deal with conflict!

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Introduction to Supervision and Team Leadership


Who is it for?

Newly appointed, or more experienced supervisors and team leaders, who wish to refresh their team leadership skills. This course will help delegates understand the expectations of their team and their manager and the important role they play linking the two together.

What is it about?

Understand how to set objectives for yourself and your team.

Learn how to effectively supervise, delegate and motivate your team to succeed.

What will I get out of it?

Understand the expectations of your team and your manager

Identify different leadership styles and understand when and how to use them

Apply effective communication styles to successfully supervise your team

Develop confidence when dealing with difficult situations.

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People and Team Management


Who is it for?

This course is aimed at managers and supervisors with over one year’s experience who wish to reaffirm and develop skills to manage their team more effectively. Learn how your leadership style will directly impact the performance of your team and how to develop positive techniques to motivate your team to deliver outstanding results.

What is it about?

Gives delegates reassurance that they are on the right track and offers a clear strategy for future development. Learn how to effectively direct the strengths, skills and personalities of your team members to achieve the results to which you aspire.

What will I get out of it?

Clearer understanding of your role and what is required of you.

Ability to inspire confidence.

Skills to recognise the strengths of your team and how to use them to your advantage

Ability to influence problem solving and team decision making.

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Managing Difficult People


Who is it for?

At some point almost every manager will have to deal with a ‘difficult’ person or challenging situation. This extremely popular course examines the causes of difficult behaviour and looks at ways of handling a variety of different situations.

What is it about?

Using real life examples, in a safe and confidential environment, the course will assist delegates to handle difficult team members and performance issues back in the workplace.

What will I get out of it?

A better understanding of the causes of difficult behaviour

Increased confidence to deal with and stop one team member demoralising others

Effective communication skills to enable planned and measured discussions

Understanding of the importance of evidence based feedback

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Productive Meetings


Who is it for?

Those who lead or chair meetings but also for anyone who would like to improve their meeting management skills. Develop a wide variety of techniques used by senior professionals to ensure that every meeting starts with a plan and an objective and accomplishes the desired outcome.

What is it about?

Enabling positive meeting participation through effective planning and communication as well as maintaining the energy of the participants. Gives full understanding of the meeting process to identify the vital role of the chairperson.

What will I get out of it?

A structured approach to meeting planning to enable real results

An understanding of how to energise meetings

Understanding of when to intervene should conflict occur

Ability to include all participants while understanding individual behaviours

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Effective Delegation


Who is it for?

Managers, supervisors or team leaders who wish to develop their delegation skills.

Often, managers find it hard to delegate tasks for fear that ‘no one can do it as well as me’, ‘it will take longer to tell someone how to do it’ or even the subconscious loss of control.

Build your own confidence as you enhance the morale of your team by using delegation as a form of reward.

What is it about?

This course provides an insight into the core skills of delegation. Ensure that tasks are effectively delegated by reviewing the skills of your team members, provide appropriate training if necessary and review the process in a systematic and timely manner. Using real life examples, with feedback from the trainer and fellow delegates, practice delegating in a safe and confidential environment.

What will I get out of it?

Understand how you will benefit from delegating effectively – more time for you and the opportunity to motivate your team.

Use a structured approach to ensure the task is thoroughly briefed

Techniques to overcome resistance

Understand the importance of motivational and developmental feedback.

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Conducting Effective Appraisals


Who is it for?

Those new to and already involved in carrying out appraisals. Learn how an appraisal can be one of your most powerful motivational tools when carried out correctly.

What is it about?

Understanding the effectiveness of a planned and thorough appraisal. Learn how the meeting should be a two-way conversation between the appraiser and the appraisee. Focus on past and present performance as well as future development. Have the opportunity to practice real life scenarios in a safe and confidential environment with feedback from your fellow delegates and trainer.

What will I get out of it?

Understand the benefits of effective appraisals

Avoid obstacles that can hamper a productive appraisal meeting

Appraisal documentation practise

Questioning techniques to gain the most information from your appraisee

Deliver effective feedback to underperforming staff

Understand how to match the objectives of the appraisal with those of the organisation.

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Train the Trainer


Who is it for?

This course is for both newly appointed trainers and for more experienced trainers looking to refresh their skills and knowledge. Gain practical experience of planning and delivering training sessions in a safe and confidential environment with feedback from fellow delegates and your trainer.

What is it about?

Learn how to adapt training to suit different learning processes and practice ways to keep the attention of audience members. Understand how and why people learn as well as how to deal with difficult delegates.

What will I get out of it?

Understand the training needs analysis process

Skills to deliver structured training sessions to meet specific targeted objectives

Develop the use of verbal and non-verbal signposting to assist with delegate concentration

Manage difficult delegates with confidence

Skills to deliver structured training sessions

Confidence to manage the training environment

Practical training exercises.




Essentials of Employment Law


Who is it for?

Existing or newly appointed personnel or HR specialists looking to understand or refresh the fundamentals of employment law. Ensure that your decisions and policies are compliant and legal.

What is it about?

Gain up to date employment law information on subjects including contracts, grievance and disciplinary procedures, dismissals and absence.

What will I get out of it?

Reduced risk of legal action through a more detailed knowledge

Skills in contract establishment and termination

Understand the rights of your employees

Confidence in equality and diversity legislation.




Interviewing Techniques


Who is it for?

Those new to, and involved in, the recruitment and selection process. Those wanting to learn the fundamental steps in the selection process or those looking to enhance their existing skill set.

What is it about?

Recruiting with confidence using a selection process that is robust and compliant. Gauge the strengths and weaknesses of your candidate against the skills and attributes required in the vacant role.

What will I get out of it?

Up to date guidelines to ensure your interview process is legally compliant

Skills to refine your job descriptions and role profiles

An understanding of a competency model to avoid poor selection

Evidence gathering techniques

Questioning skills to maintain the purpose of your interview

Good recruitment decisions




Conducting Effective Appraisals


Who is it for?

Those new to an already involved in carrying out appraisals. Learn how an appraisal can be one of your most powerful motivational tools when carried out correctly.

What is it about?

Understanding the effectiveness of a planned and thorough appraisal.

Learn how the meeting should be a two-way conversation between the appraiser and the appraisee. Focus on past and present performance as well as on future development. Have the opportunity to practice real life scenarios in a safe and confidential environment with feedback from your fellow delegates and trainer.

What will I get out of it?

Understand the benefits of effective appraisals

Avoid obstacles that can hamper a productive appraisal meeting

Appraisal documentation practise

Questioning techniques to gain the most information from your appraisee

Understand how to match the objectives of the appraisal with those of the organisation.




Professional Telephone Techniques


Who is it for?

For staff wishing to improve their telephone communication skills. Create a fantastic impression of your company by developing excellent communication skills.

What is it about?

Examining each stage of a call and how to control and guide a call to generate the confidence and respect of customers.

How to address queries; resolve customers’ problems as well as learning to handle more challenging calls.

What will I get out of it?

A more confident and professional telephone manner

Techniques to control and guide the call

Tools to handle difficult situations

Active listening skills

Understand how interaction changes when visual communication is not present

Questioning techniques to enable swift understanding of your customer’s needs.




Managing Difficult & Demanding Customer Situations


Who is it for?

Customers’ expectations are increasing every day!

This course is designed for anyone who must handle ‘difficult’ customers.

Understanding the reasons for the customer behaviour will help you to deal with stressful situations more effectively.

What is it about?

Understand how to react calmly and positively to difficult customers. Develop the skills to listen and respond effectively to customer complaints. Practice using real life examples in a safe and confidential environment with feedback from your fellow delegates and trainer.

What will I get out of it?

An understanding of what causes customers to be demanding and difficult

Strategies for handling different types of difficult customers




Introduction to Selling


Who is it for?

This course is aimed at those new to sales roles who want to achieve amazing results!

What is it all about?

Examines tried and tested techniques, solid sales strategies and delivers support and guidance for those new to sales.

Understanding the vital role of effective communication that will give you the best chance to close a sale.

What will I get out of it?

Understand the qualities of successful salespeople

Handling and overcoming objections

Techniques to increase sales

Gaining interest from customers using active listening, questioning techniques and push/ pull methods of persuasion.




Telesales Skills


Who is it for?

Sales people who sell predominantly over the telephone.

What is it about?

Learn the skills required to successfully sell and exceed your targets! Open each call with confidence and gain the customer’s attention. Build rapport and sell your product or service clearly and concisely.

What will I get out of it?

Examine the attributes of successful telesales people

Use your voice to gain interest and build rapport

Sell your product using features and benefits

Gain commitment from your customer to close the sale.




Negotiation Skills for Sales People


Who is it for?

Anyone in a sales role looking for a complete negotiation toolkit.

What is it about?

Planning your negotiation to ensure success, eliminating threats and maximising your negotiation power.

What will I get out of it?

An understanding of what negotiation is (and what it isn’t)

Assessing barriers and opportunities

Techniques to create a positive negotiating environment

Tactics that ensure you will always trade and never concede

Opportunity to role plat to help apply your newly acquired skills and behaviours.




Introduction to Marketing


Who is it for?

Those new to marketing, also customer facing staff who need to be aware of marketing principles.

What is it about?

This course covers the principle theory and practice of marketing, sharing practical examples and completing exercises to aid understanding.

Looking at the ever-increasing array of marketing tools, delegates will learn how to plan an effective marketing campaign to maximise the return.

What will I get out of it?

Skills to profile and target customers for increased return on investment

Understanding of how to create effective promotion, advertising and direct marketing campaigns

How to measure the success of your campaign.





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