CCS Training Services courses

...audience but is particularly relevant to those who are already in management or those who aspire to become effective managers. Communication is perhaps...

...preparation, agenda, people, environment, timings etc. Working With Others Analysis...

...and practice self-awareness and self-disclosure. Workshop - discussion and completion of an assertiveness skills exercise - to be reviewed as part of a group plenary...

...How good a negotiator are you? Principles and strategies of good negotiating. The negotiating 'see-saw'. How to behave when things go wrong...

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

...Will give your newest members valuable knowledge, techniques and skills to help them maximise their customer service effort. Also benefits your most experienced...

...things TO do. Customer Complaints - What should you do? - what happens when complaints are not dealt with satisfactorily/effectively. Ownership...

...your customers/clients by telephone. Looking at purpose including the importance of both selling yourself and your company and what are you trying to achieve?...

...getting the customer to confirm discussion details to ensure they understand you. What happens after the call? Interactive Session 1st Day Review Review of individual objectives...

...identification and dealing with resistance - the drama triangle. Organisational change strategies - turning the situation around. Positive and effective outcomes...

...What is a Coach? And what makes an effective Coach? Directive v Non-directive Coaching-Coaching/Management/Leadership-Concepts. Fulfilling potential in others-The basic model...

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

...Making meetings more productive. Looking at meetings from the point of view of both the chairperson and as a participant. Since it is an accepted...

...CONTENTS What is an appraisal interview? What are the key elements of an Effective Appraisal? Building rapport-creating an effective appraisal scenario...

...the need for clarity and accuracy - accents and intonation. More practice situations - tuning in to your audience. Styles/delivery - how to make your delivery...

...Suitable for: All sales people. All sales people. CONTENTS How good a salesperson are you - self analysis. What makes a good salesperson. Part...

...and is a useful inclusion in any induction programme. Particularly relevant to Managers, Sales Teams and Supporting Staff operating outside the direct Finance function...

...attendees will be expected to consider the above and to explore and share their ideas and thoughts on this topic with the rest of the group...

...in accounts payable for up to one year. Course content Introduction to AP: an overview of your role in the Finance department, month end, year...

...and improving your credit rating. VAT on overseas purchases; EC VAT reclaims. Preparing month end accruals schedules. Supplier statement reconciliations...