Training Courses

1. Professional Presentation Skills
2. Advanced Presentation Skills
3. Train the Trainer Intensive
4. Exceptional Customer Service
5. Managing Difficult and Demanding Customer Situations
6. Communication Excellence
7. Savvy Selling Skills
8. Telesales
9. Telephone Perfection
10. Assertiveness at Work
11. Time Management
12. Personal Effectiveness
13. Business Writing
14. Negotiation Know-How
15. Functioning as an Effective Team
16. Introduction to Supervision and Leadership
17. Leadership Power
18. Business Etiquette and Networking Skills

1. Professional Presentation Skills

Does the thought of speaking in front of a large group make you go weak at the knees?

This course shows you how to deliver presentations with real impact. You will learn how to overcome fears and deal with anxiety; understand how to tailor your presentations to the audience; and structure the presentation content for added clarity.

You will gain confidence and polish in all aspects of your delivery. Once you have attended this course you will look forward to presenting every chance you get!

What will delegates get out of the course?

1. Secrets professionals use to deliver high impact presentations
2. Ability to effectively structure a talk
3. Techniques to deal with anxiety and channel nervous energy
4. Skills to keep the audience engaged and focused
5. Awareness of how body language, vocal variety and visual aids can maximise your impact
6. Recorded ‘before and after’ visual evidence on how the course has improved your presentation skills

2. Advanced Presentation Skills

(Delegates already need to have attended Professional Presentation Skills)

Could you stand up and address a group confidently on the spur of the moment?

This course shows you how to be in complete control when you are in the spotlight. It will help you present with intelligence and deal with complex questions or difficult audience members astutely and with confidence. You will practice skills to put your message across most effectively and hold your audiences’ attention throughout the delivery.

What will delegates get out of the course?

1. Confidence to competently deliver a memorable message
2. Ability to present powerful impromptu speeches
3. Clarity on how to effectively persuade the audience
4. Skills to use high impact visual aids and props
5. Use of sensitivity when having to deliver a negative message
6. Techniques to handle difficult questions and challenging audiences

3. Train the Trainer Intensive

Do you want to have all the polish and confidence to run an effective, dynamic and memorable training course?

There is only one thing worse than training your staff and having them leave you and that is not training your staff and having them stay! Training in the work place is more essential that ever. There are training courses and then there are truly effective training courses. Trainers need to be able to deliver succinct, appropriate training that gets delegates to implement the skills into the workplace.

What will delegates get out of the course?

1. Learn how to deliver an interactive training program that truly gets the learning to “stick.” 
2. Thoroughly understand key techniques for course planning and preparation.
3. Know exactly how to put together a dynamic and interactive training program using blueprints and templates.
4. Skills to use high impact visual aids and props
5. Keep the audience engaged and involved by controling the energy in the room.

4. Exceptional Customer Service

How often do we experience service that is exceptional in our daily lives? What impression does it make? How do your customers rate your customer service skills?

It is no longer good enough to just deliver ‘good’ customer service. The bar has been raised and now every member of your organisation has to deliver service that is outstanding.  This course helps you to understand why service is so important and it gives you the crucial tips and skills required to deliver world-class service and grow existing client relationships.

What will delegates get out of the course?

1. Understanding of world class best practice standards
2. Realisation of the power you have to make a real difference in  every customer interaction
3. Skills for delivering a quality service to all customers
4. Ability to leverage opportunities to excel and strengthen customer loyalty
5. Know-how to continue that service when on the telephone
6. Confidence to deal positively with difficult customer situations
7. Master customer service training for your company

5. Managing Difficult and Demanding Customer Situations

How often have you thought back and wished you had been able to handle a tricky customer in a better way?

This course provides the skills to be able to react calmly and positively with difficult customers by looking at the causes of the difficult behaviour and the tools to diffuse it. Delegates will learn how to engage their ‘professional brain’ and adapt their service styles appropriately rather than taking things personally and getting embroiled in an argument.

What will delegates get out of the course?

1. Understanding of what causes customers to be difficult
2. Understanding of the benefits to you, and your company, of turning around a difficult situation
3. Foundation for the principles, attitudes and skills essential for a quality service experience
4. Ability to engage the ‘professional brain’ and not take it personally
5. Confidence to manage your responses appropriately
6. Ability to identify and deal professionally with unacceptable behavior

6. Communication Excellence

Do you know the difference between powerful and submissive language? Which do you tend to use?

The way you interact with others can be the key to workplace success. Whether you want to develop rapport with others or manage challenging relationships, your style and interpersonal competence can make or break your chances of successful achievement. This course will fine-tune your existing communication skills and help you to communicate with real impact.

What will delegates get out of the course?

1. Understanding of your own communication style
2. Ability to pinpoint others’ styles and adapt to them
3. Know-how to structure a clear, positive message
4. Skill to influence others and be assertive
5. Confidence to banish fear and use the principles of positive psychology
6. Ability to disagree agreeably

7. Savvy Selling Skills

Do you sometimes wish selling could just be easier?

This course gives new sales people a solid understanding and foundation of the sales process.  It also gives current salespeople useful tools and techniques if they are looking to give their current style more structure or polish. Learn the entire process from writing your professional script all the way through features and benefits and handling objections to closing the sale.

What will delegates get out of the course?

1. Expert guidance to increase sales levels
2. Structured approach to making more appointments
3. Thorough understanding of the entire sales process
4. Perceptive questioning skills to evaluate requirements
5. Ability to handle objectives
6. Improved close ratio

8. Telesales

Are potential clients not even giving you 30 seconds to hear you out?

This course is a perfect blend of the aspects necessary to be professional on the telephone along with understanding the sales process and all the elements required to make a successful telesales call. Leave the course with a written script to get the customer to want to hear what you have to say. Be able to handle objections and effectively close the sale on the telephone.

What will delegates get out of the course?

1. Powerful tips to get the client to want to hear what you have to say
2. Skills to get through to the decision maker
3. Sales techniques to make each call far more effective
4. Clarity on every stage in the sales process
5. Questioning techniques to identify the exact customers needs
6. Ability to effectively close the sale

9. Telephone Perfection

Do you feel confident you could control a really difficult caller professionally?

The first person a client speaks to is the most important person in your organisation! Most people have never been taught how to really use the telephone professionally and effectively. This course teaches all those working with a telephone how to use active listening techniques to understand the customers needs, how to control the conversation and diffuse anger and give the call direction with difficult callers.

What will delegates get out of the course?

1. A professional and confident telephone manner
2. Understanding of world-class, best-practice standards
3. Skills to perfect your ‘telephone voice’
4. Ability to control and guide the call professionally
5. Image wreckers – what not to say!
6. Be able to diffuse and handle difficult calls

10. Assertiveness at Work

Have you ever wished you had handled a difficult situation better?

Be more effective, positive and competent in the workplace. Understand the benefits of assertive behaviour and know how to recognise aggressive and submissive actions in yourself and others. You will learn how to say no effectively, give and receive criticism and deal with fear.

What will delegates get out of the course?

1. Clear understanding of exactly what assertive behaviour is
2. Knowledge of the six types of assertiveness and when to use them
3. Confidence to speak and act assertively
4. Ability to deal with fearful situations
5. Skills to stay calm in difficult circumstances
6. Ability to say ‘no’ firmly and tactfully

11.Time Management

Have you ever felt overwhelmed by how much you had to do and not sure where to start?

This course gives you the tools to regain control of your workload by managing yourself and others more effectively. You will learn how to prioritise intelligently, be able to say no assertively, delegate confidently and maintain a healthy work-life balance. Learn all the tricks that help you manage paper, be efficient electronically and have personal systems that work.

What will delegates get out of the course?

1. A toolbox of tried and tested systems that work
2. Effective prioritisation skills
3. Ability to deal with interruptions assertively
4. Skills to delegate effectively
5. Knowledge of efficient paper and electronic management
6. Clear understanding of how to maintain your work-life balance

12. Personal Effectiveness

Do you wish that your staff could work more productively and effectively?

Find out how to become more effective in the workplace. In this course you will learn how to identify different behaviours in your people and how best to deal with them. Discover how to become more assertive and to allocate your time and efforts in a more productive manner. You will learn how goal setting can really make a difference in how effective you are and the results you achieve

What will delegates get out of the course?

1. Learn how to communicate effectively?
2. Know how to develop a powerful vocabulary and give your voice power.
3. Have skills to become more assertive and identify different behaviours.
4. Discover best to organise yourself and set goals to achieve more.

13. Business Writing

What impression is your writing giving of you, or your entire organisation?

Do you think carefully before phrasing a message that has to be negative? Learn the 20% of techniques that are going to make 80% of a difference to the way you write. This course gives you the toolkit to communicate effectively in business. It includes practical exercises on how to plan and structure your writing, put the content across in an appropriate tone and use the correct style and punctuation. Your writing is permanent – make sure it is a positive impression you are leaving.

What will delegates get out of the course?

1. Skill to choose the most appropriate channels for different situations            
2. Writing skills to make it easier for readers to understand you
3. A check-list to enhance your image in the eyes of your readers
4. Ability to structure different forms of writing
5. Knowledge of acceptable standards in business communication today
6. Confidence in your own writing ability!

14. Negotiation Skills
Do you tend to think of any negotiation situation as only being win or lose?

There is a way to reach an amicable agreement – even in business! This course is about planning your negotiation to ensure success, eliminate threats, maximise your power and ultimately form lasting agreements that are win-win solutions for all parties. Feel proud of how professionally you handled the negotiation and the deal you received!

What will delegates get out of the course?

1. Clear definition of what negotiation is
2. Ability to conduct crucial research before the meeting
3. Strategy for successful negotiation
4. Understanding of what forms of negotiation should be used in different situations
5. Knowledge of which behaviours could damage the talks
6. Ability to achieve a win/win outcome

15. Functioning as an Effective Team

Do you see people just going through the motions at work rather than pulling together as the most effective team they can be?

Productive teams get the job done faster, more correctly and make it a pleasure to get the work done. Even teams that function well together could often do with a helping hand to ‘raise the bar’.

What will delegates get out of the course?

1. Learn effectively how to nurture and build teams
2. What makes teams successful
3. How to strengthen the communication between teams
4. Exercises and games to make the team function as a real team

16. Introduction to Supervision and Leadership

Do you consider the role of the team leader to be a challenging one?

This course builds your skills and confidence. Learn the skills so many managers have never been taught and had to learn the hard way. You will learn to set goals for the team and to motivate and develop team members to continuously improve performance and handle difficult situations decisively.

What will delegates get out of the course?

1. Clear understanding of a team leader’s position and responsibilities
2. Techniques to get the best out of your team
3. Ability to manage difficult people and challenging situations
4. Effective personal time management
5. Confident delegation skills
6. A feeling of confidence in your new role

17. Leadership Power

How is Leadership different to Management?

Learn about all different levels of management and leadership styles. How to empower your Managers to make good decisions and achieve better results through leadership training. Discover how to create great teams to take your business to a higher level of efficiency with improved leadership skills.

What will delegates get out of the course?

1. Different Styles of Leadership to encourage confidence and know how to lead people as opposed to managing them.
2. How to lead change in any organisation. How to build trust within a team and to empower it to greater efficiency.
3. Dealing with things when they go wrong!

18. Business Etiquette and Networking Skills

What are the rules of business etiquette in this day and age?

This course will guide you through best-practice for first meetings, office etiquette, dining manners and expected business courtesy. Learn how to make small-talk and establish rapport with ease. It is a fun and practical course with lots of opportunity for interaction and questions.

What will delegates get out of the course?

1. Confidence to act appropriately in different situations
2. Clear idea of expected courtesy and manners in business
3. Knowledge of appropriate grooming in the first-world business arena
4. Understanding of the value of having an effective network
5. Top tips to build rapport and make contacts gravitate towards you
6. The chance to ask all of those grooming and etiquette questions you have always wondered about!

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