Short courses

...(Participants apply the lessons learned so far to conduct a simulated facilitated event based on there own real world situations.) 15:30 - 16:00 Managing Conflict... Learn about: Creative techniques, Facilitation Skills...

...Engaging stakeholders 3. Designing and event and creating buy in from the stakeholders 4. Use of creative facilitation techniques 5. Managing the process... Learn about: Decision Making, Facilitation Skills, Problem Solving...

...This course has been designed and adapted for a number of PTP's clients that run call-centres to handle incoming calls to the company. Throughout the course... Learn about: Best Practice, Call Centre...

...Write a winning CV drawing on current best practice techniques Write covering letters that get you noticed Prepare thoroughly for face to face and telephone... Learn about: CV Writing, Confidence Training...

...to use to achieve their objectives) 14:45 - 15:15 Participants To Negotiate (Role Plays)(Working in groups of two or three, participants will negotiate... Learn about: Sales Management, Sales Marketing, Planning Negotiation...

...environment How to handle complaints in a positive way Dealing with Incoming Calls Positively - Timetable (Split into two groups) 09:30 GROUP 1 Task... Learn about: Customer Care, Incoming Calls, Excellent Customer Care...

...success Improve Political Awareness in order to achieve more Know how to influence & persuade others in different ways Be able to share EI techniques... Learn about: Team Training, Emotional Intelligence, Intelligence Analysis...

...An inspirational and interactive course that teaches advanced customer service skills that create a pro-active customer focus within your team. Understand... Learn about: Customer Service...

...utilise this to your customers delight How to develop an awareness of competitors and how to use this to improve your own service Using current case studies... Learn about: Customer Service, Public Sector...

...10:00 Coffee & Introduction 10:00 - 10:30 What makes for good customer care 10:30 - 11:00 Getting it Right - Building on your Good Practices 11:00... Learn about: Customer Service, Customer Service Skills...

...The managing conflict course will benefit individuals, teams and the organisation by providing delegates with the understanding and ability to manage conflict in the workplace. Using a variety of training methods including short lectures, exercises and role-plays; this seminar is designed... Learn about: Conflict Resolution, Conflict Management, Truths about Conflict...

...Effective people management, delegation skills, motivation skills, team management, influencing and communication skills, enable project managers to... Learn about: People Management, Management Information Systems, Team Training...

..."Develop confidence in cutting waste and energy consumption in office and managerial procedures Understand the environmental impact of your role and... Learn about: Company profit, Ms Office, Office IT...

...his team and enables team members to have greater involvement, so why are we so resistent to it? Communication is critical. The way we direct will determine... Learn about: People Management, Team Training, Management Information Systems...

...The skills needed to manage employees performance should be part of every manager's repertoire. Unfortunately, most managers are expected to just do... Learn about: Management Tools, Situational Manager Styles, Management Information Systems...

...performance management from the recruitment stage all the way through to performance reviews and, if necessary, disciplinary procedures. Guidance and practice... Learn about: Performance Management, Receiving Feedback, Management Process...

...(Patterns of behaviour at work which impact on time management. Time stealers and the common traps. Starting to overcome the traps - Exercises)... Learn about: Management Process, Management Style, Time management...

...non-verbally Building rapport through language The 3 Representational Systems & questionnaire Using body language to build rapport 15:00 - 15:15 Coffee break 15:15... Learn about: Communication Training, Coffee break, Body Language...

..." Confidence in Making Face to Face Cold Calls - Timetable 08:00 - 08:30 Pairs Allocated Areas and Objectives/Targets Agreed (To take place at a suitable cafe... Learn about: Confidence Training, Cold Calls, Trainer Delegates...

...for presentations The ability to identify and implement various closing techniques Negotiating skills Knowledge of follow-up systems" " Key Selling Skills... Learn about: Sales Training, Training Resources, Telephone Prospecting...