Topics to be covered

This training module will cover the following areas:

1. Team Building
2. Team Working

Aims

The aim of any team is to achieve a common goal – win the game, perform accurately and well for an audience, save as many victims as possible, maintain or increase production and output to help the business thrive.

Objectives

After completing this course you should be able to:

• Identify the way people work in teams
• Understand the different identities that make a good team

Activities involved:

• Team Building activities
• Brainstorming exercises

Negotiation Skills

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Topics to be covered:

1. Dealing with difficult people
2. Negotiation
3. Learning to say no

Aims

The aim of this course to improve the effectiveness of your negotiating skills.

This course will help you to:

• Be aware of your strengths and weaknesses in negotiating and to help develop an effective negotiating style.
• Understand the importance of preparation.
• Understand how to develop objectives for negotiations.
• Understand the strategies, tactics and signals which may be used in negotiation.
• Assess, realistically, your chances of successful outcomes in negotiations.

Objectives:

• To review learning from previous session and reflect on how this influences the present topics.
• To recognise how assertiveness will ensure a positive outcome on all three topics.
• To be aware of verbal and non-verbal techniques in assertiveness

Activities involved:

• Reflection on case studies.
• Paired and group discussion of case studies and sharing of similar personal experiences.
• Brainstorming exercises.
• Short role plays involving assertive techniques in different situations
  

Managing Others

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Topics to be covered:

This training module will cover the following areas:

• Leadership
• Groups
• Workplace Communications
• Method of Control

Effective leadership is an important management skill and is crucial to the management of others. It is concerned with being able to influence the opinions, attitudes and performance of others. This can have a powerful effect on the achievement of an organisation’s objectives. A manager who wants to be a more effective leader must have a professional outlook and should recognise the needs for continual personal development.

Objectives:

After completing this section you should be able to:

1. Identify the main functions of leaders in organisations
2. Distinguish between the concept of group productivity and group satisfaction and relate them to group effectiveness
3. Understand the nature of groups
4. Understand the use of control in the workplace

Activities involved:

• Reflection on case studies.
• Paired and group discussion of case studies and sharing of similar personal experiences.
• Brainstorming exercises.

Stress Management

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The aim of this programme is to investigate

• Our own coping skills.
• How to recognise when our stress levels are rising beyond safe limits.
• How to respond to this understanding.

At the end of the session it is hoped that you will be able to:

• Recognise the need to understand and be aware of stress and the effects on health and relationships.
• To recognise the right to own time and space to relax and recuperate.
• To help other family members cope with their own stress.
• To share ideas for future support systems.
• To investigate and practice relaxation techniques

Activities include:

• Discussion.
• Sharing experiences
• Investigation of own stress levels
• Relaxation techniques
• Support group or network

Letter Writing Skills

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The aim of this programme is to be able to write letters to communicate information, ideas and opinions clearly and effectively, using length, format and style appropriate to purpose, content and audience.

The main objectives in both text and sentence construction include being able to:

• Use formal and informal language appropriate to purpose and audience.
• Use different styles of writing for different purposes.
• Proof read and revise writing for accuracy and meaning.
• Construct complex sentences.
• Use correct grammar such as subject – verb agreement, correct and consistent use of text.

Activities include studying various texts

• Group and individual work.
• Discussion .
• Worksheet activities.
• Exercises on letter writing, punctuation and sentence construction.
  

Communication Skills

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Topics to be covered

1. Awareness of interpersonal relationships
2. Recognising own styles of behaviour
3. Assertiveness

It is hoped by the end of this programme you will have:

• An understanding of the needs of self and others in the workplace.
• An awareness of different types of behaviour and attitudes and how these can have positive or negative influences on the individual or the organisation as a whole.
• The ability to encourage constructive, beneficial attitudes and behaviour which may, in turn, be reflected in personal and organisational relationships.

Activities involved include:

• Observation.
• Role-play.
• Paired and group discussion.
• Activity sheets
  

Time Management

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Time management is an important skill at all levels of business, whether it involves activities being carried out alone or as part of a team. Without planning and control over tasks, decisions and productivity will suffer, and this will affect business. This course allows delegates to identify their own weaknesses in relation to time management and provide them with techniques to avoid time wasting in the workplace.

Topics to be covered

1. Time management and control of time.
2. Developing a list of priorities.
3. Time wasting activities.

Aims

• To identify how beneficial planning and successful time management can be.
• To provide practical ways of implementing efficient working strategies.
• To learn how to recognise and avoid activities which waste time.

Objectives

At the end of this course you will be able to:

• Develop a plan that is personal to you, ensuring the most effective use of time.
• Identify time wasting activities, allowing more time for priorities.
• Understand why and how time management can be a valuable skill.

Activities

• Case studies.
• Questionnaires
• Discussion
  

Effective Customer Management

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This workshop is aimed at directors, managers and customer-facing staff, for businesses who want to take advantage of all the opportunities open to them. The workshop is delivered in a practical way, looking at developing strategies that really work and bring in results.

To take advantage of “Effective Customer Management” you have to actively increase your knowledge of your customer. This workshop has been designed around activities and practical exercises that can be introduced into your own company’s systems.

The workshop will develop your understanding of:

• Internal communications
• Customer management techniques
• Buyer behaviour
• Timescales
• Cost management
• Payment Terms
• Project Leaders - who is responsible?
• Problem Solving

Sales Tactics

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This workshop is aimed at directors, managers and sales staff, who work in a sales environment, where selling takes up most of their working day. This workshop looks at practical ways to develop opportunities and increase profitable sales.

To take advantage of “Sales Tactics” you will learn new ways of looking at your customers, past, present and potential. This workshop has been designed to involve participants in exercises and activities that can be introduced into your own company strategies.

The workshop will cover:

• Do you know your customers?
• Who are your potential customers?
• What effect does the Telephone Preference Service (TPS) have on your sales activities?
• Methods used to contact current, past and potential customers
• Sales Calls
• Making an appointment
• Making a sale
• Sales activities
• E-mails
• Direct Mail
• Networking
• News Letters
• Feed Back Forms