Leadership, Teams and Customer Service training

Help your leaders get into the optimum position for strong communication. One of the keys to a happy, successful workplace is effective communication between a manager and the team. An open line of communication with staff can avoid misunderstandings so the workplace is happy and productive.  We help to:

• Assess communication skills.
• Work through strategies for effective meetings.
• Help make delivering difficult and complex messages less of a challenge.

We already know that communication is key to any organisation. The trick is knowing how to turn ordinary communication into effective communication.

Everyone is someone else’s challenging person. Hence with so many of us about, it’s crucial that we are fully equipped to deal with them professionally.

The overall aims of the workshop could be to understand:

• Why people are challenging?
• How to be proactive and empowered – be assertive
• How to deal with challenging people – what is the best way to do it?
• Being confident in meetings – planning what to say
• Giving feedback to challenging people when needed
• Influencing and trying to get people to agree
• Building relationships with challenging people
• Self-awareness – What do I look like/sound like when challenging others?

A workshop to support staff to deliver excellent service to their internal and external customers and refresh their skills on how to deliver it.  We look at the current service in your organisation with a view to making it even more fantastic!

• We align the workshops to your business strategy and any Behaviours Framework
• We define great customer service opportunities –where we can go the extra mile. The difference between meeting a need and exceeding the need – and what does this mean in practical terms?

The Manager is key to empowering your team to develop the strengths needed to give truly outstanding customer service. We focus on the existing strengths in your team, and then take them to the next level. We explore the skills required to offer consistently great customer service and then inspire others to do the same.

The objectives of this workshop could be:

• Encourage staff to deliver great service working together
• Recognise signs of poor service
• Challenge poor attitudes towards customers & colleagues
• Support your team – implement learning outcomes

Effective influencing skills can save both time and money and are essential to maintain a positive advantage. This workshop explores:

• Why this is important.
• How to negotiate.
• When to influence and how to apply these skills in the organisation.
• What is influencing.
• Win-win negotiation and how to achieve this.

Influencing and negotiating skills can sometimes be overlooked. However, we feel that they are essential to maintaining a positive advantage and saving time and money.

Successful managers understand and practice good coaching skills with their teams.  Quality coaching conversations can be some of the most difficult to have but are essential when developing the performance of a team and individuals. This workshop:

• Highlights the value of using good coaching skills.
• Explores the different methods.
• Allows plenty of opportunity to practice.
• Examines the benefits of creating a coaching culture

This workshop is aimed at supporting Leaders to identify business change, understand its effect on their teams and help each other to deal with this, whilst delivering “business as usual” results.

• Why Change is Necessary
• People’s differing reactions to change
• How can we affect change?
• Managing Yourself through Change
• Leading your Team through Change

Change is inevitable within every organisation. We feel that it’s always best dealt with proactively rather than reactively, so we share with you precisely how to do this.

A good manager achieves results through their leadership of their team. This workshop explores this. We help you to:

• Understand how teams work.
• Consider the characteristics of your team.
• Assess your team and their potential.
• Explore ways we cover handling conflict.
• Identify your own actions for employee engagement.

Getting your team on the right path and then building on their strengths to get the best from them aim of this workshop. We help you focus on:

• Understanding what makes a good team (and the manager’s role in this)
• Team motivation
• The importance of role modelling
• Encouraging creativity and innovation in the team
• Using Staff Reviews to maximise performance
• Making feedback a positive experience
• Comprehensive Action Planning

Do people in your organisation dread yet another meeting? How often do your meetings achieve nothing? Help change this attitude and develop strategies for making the most of everyone’s time. By the end of this session participants will have the tools to

• Prepare effectively for meetings to ensure they are not a waste of time
• Understand what stops them from getting the most from meetings
• Identify the areas they want to develop regarding meetings

Let us show you how to ensure that they’re productive with satisfying outcomes

An on-going challenge for all of us is to avoid being consumed by the daily grind of ‘firefighting’ and failing to find the time to look ahead and plan our work. We may also feel that our workload does not allow us to do more than ‘react’. This workshop looks first at:

• Delegating appropriately and managing your workload in order to devote some time to planning ahead.

Then:

• It covers the key attributes common to effective strategic thinkers and how to develop these.

Presentation skills and public speaking skills are very useful in many aspects of work and life. Developing confidence and the capabilities to give good presentations are extremely helpful competencies for self- development too. This workshop will cover:

• Aspects of personal presentation (e.g. how you appear in meetings and internal work discussions).
• Presentation techniques.
• Skills for use with colleagues and external organisations.

Knowing how to create and deliver first-class presentations, as well as how to present yourself professionally are of the upmost importance in this day and age. No need to worry, they’re skills easily mastered with a little guidance

Concise report writing and efficient, accurate business writing are essential skills needed to communicate technical or commercial information. They are your company’s main tool to enable and support critical decision–making.  The report you write will be its best advocate. We help you to:

• Analyse your audience and tailor the content to their needs
• Gather data efficiently and select the relevant information
• Use best practice in structuring your document
• Choose words that support your message and don’t distract your reader
• Edit your draft for maximum impact

Writing a report need not be difficult. With a little study and practice, we can help you develop this skill and transform your reports into powerful tools

Using MBTI and an interactive and fun session we help delegates to explore and clarify their own leadership type. We then apply this to the organisation and attendees are encouraged to identify:

• How this affects their management style.
• Their interaction with the people in their team.
• Their understanding of the different preferences as well as their own, helping to develop leadership ability.

A good manager can motivate people, learn from previous mistakes and gain respect for their team. This workshop explores and applies the skills required for effective management. We look at:

• Which qualities a great manager needs.
• What are the challenges of being a manager? (We help you to identify your own leadership style and how this impacts on you as a manager.)
• Assertiveness, how to say ‘no’ and decision making are subjects we cover as well.

We start this workshop by getting the basics right: Clarity of Information, Consultation, Deciding Together, Acting Together and Communication.

We then move on to:

• examine how partnerships work
• identify the barriers to Partnership Working
• explore conflict resolution and influencing skills
• work on some case studies
• create a personal action plan for beyond today

At the end of the session we will have enabled you to feel more confident in building strong effective partnerships.

A business development workshop based around understanding the sales process, maintaining and improving client relationships, how to gain new clients and up selling your portfolio…ultimately, to increase profit for your business.

• Learn how to convey your company’s effective and memorable introduction to rise above the competition
• Learn how to ask effective questions that get to the heart of the client’s needs in a conversational style
• Learn key steps of an effective process and how to use this tool to gain more revenue for your business

This interactive, practical and fun workshop aims to support anyone who has to deal with challenging people in their place of work. We explore the skills required to understand and manage difficult behaviour whilst maintaining self-esteem in a win/win situation.  Knowing how to:

• State your views.
• Ask for what you want.
• Say ‘no’ in the workplace.

may seem like daunting tasks, but we understand the importance of showing you how to be assertive.

We have all found ourselves in a tight spot! We can show you the skills and behaviours needed to make great decisions when under pressure and how to communicate to successfully resolve the situation.

• Key do’s & don’ts when dealing with difficult situations.
• Understanding the importance of empathy and rapport and techniques for how to employ them effectively.
• Understanding our own reactions and responses and techniques on how to manage these.
• The concept of win/win
• How to approach difficult situations appropriately and with more confidence to maintain and build a high level of customer service.

We already know that communication is key to any organisation. The trick is knowing how to turn ordinary communication into effective communication. We explore the skills required to be assertive and to communicate clearly in a participative and enjoyable way. Some areas we can cover include:

• Body language.
• Self-esteem.
• Active listening and listening.
• The dangers of assumptions.

Unfortunately, a lack of innovation, the ownership to come up with solutions to problems, and the know how to deal with complaints, are common within a typical workforce. We focus on where your team is lacking, and as a result can directly improve the quality of your customer service.

We really understand the skills and behaviours needed to help you make the most of your conversations with your customers. Being confident, listening and building rapport are great starting points, but we have lots more to add to make sure this workshop fits your specific needs, including:

• The importance of phone contact from customers
• Step by step techniques to deliver excellent service and feel confident during any customer Interaction
• Meeting your organisation’s standards and expectations
• The challenges of telephone communication and how to overcome them

We enjoy a good chat and we love to help you make the most of your conversations with your customers.

We already know that communication is key to any organisation. The trick is knowing how to turn ordinary communication into effective communication. We explore the skills required to be assertive and to communicate clearly in a participative and enjoyable way. Some areas we can cover include:

• Body language.
• Self-esteem.
• Active listening and listening.
• The dangers of assumptions.

Working together as a strong team brings great results. We can help you discover the strengths and skills of colleagues to work together to your maximum. We explore:

• What makes a good team.
• The characteristics of effective teams and the stages of team development.
• The different roles delegates play in teams and their contribution including an action plan to develop how they can be a more effective team player back in the workplace.

All teams get stronger with clear focus and drive. We can help provide this with this course. Let us help you develop all your employees to work together to their maximum.

We understand and recognise the pressures of the modern workplace. We have some great experience to share to help explore ways of dealing with stress and helping each other to build resilience:

• Identify the importance of teamwork for workplace wellbeing
• Understand the need for continually embracing change and supporting others to do so
• What small changes can I make to help me cope with stress
• What help might I need from others and how am I going to get this?