CCS Training Services courses

...developing this important skill. Understanding why we may not always be actively listening and highlighting the need for good listening. Informing and involving people...

...Ideal day exercise. Prime Time - maximising your contribution. Time wasters exercise - part two. Working with others and good boss exercise...

...what is your style? The assertiveness and responsive hierarchy - how do you measure up? Influencing target. Looking at the contrasts between submissive and aggressive behaviours...

...A fair deal for both sides. Exercise - Negotiating: Tying the Knot Exercises and role plays. Final Analysis...

...skills and experience to a team; they bring their personality as well. CONTENTS Self perception profile exercise. Belbin's team role theory...

...and others, informed. Listening skills - Highlighting the need for effective listening skills. Group Exercise followed by Interactive discussion The...

...Workshop - basis of later Role Plays Dealing with Emotions Soothing emotions - upset - angry - handling abuse - staying cool and controlling your own emotional reactions...

...lateral thinking exercise. Interactive Session Closing the Call Setting realistic objectives - primary and secondary - to get the best attainable result for...

...objectives from the training programme. Thinking on your feet. Paper Clip Exercise Looking at the role of a Generic Call Centre Operation Recognising...

...associated with change and how to deal with them. First principles will be to consider the negative and positive aspects of change leading to the recognition...

...situation but is especially useful for one to one coaching. CONTENTS The need for Coaching in modern business. Defining Coaching and Coach Characteristics...

...delegation Leadership and objective setting. Role-plays-putting it all into action. Final assessment and review...

...participants to do justice to all future meetings. CONTENTS Types of meetings. Chairing meetings - the duties of the chairperson - structure and control...

...targets, goals, identification, interviewing techniques, assessment, redefining, reappraisal, challenge, reward, training and development, encouragement and motivation...

...The course also covers behaviour control (dealing with and controlling nerves), using a winning formula. Suitable for: Those who need to address business...

...Getting and understanding the Customer's viewpoint. Explaining benefits - not features. Part 2: Doing the Deal. Making objections specific. Putting objections into perspective...

...workshops, group work and individual presentation...

...and to enhance current skills. This concentrated and highly focused day is ideally suited to those who already have experience of the job but desire further...

...Processing expense claims and credit card statements. Capital and revenue expenditure. Introduction to VAT. Non-deductible items. Pro-forma invoices...

...Suitable for: The Accounts Payable Intermediate Course is recommended for Purchase Ledger (Bought Ledger) clerks with a minimum of one years' experience...