Aim
Assertive people express themselves and their rights in an open, non-confrontational way. In a healthy workplace, they communicate effectively and set clear boundaries around work demands and pressures. This workshop is designed to help individuals discover ways in which they can behave more assertively in the workplace and develop their inner confidence and self esteem.

Objectives
By the end of the workshop participants will be able to:

• Recognise how they communicate
• Learn techniques for communicating more effectively
• Distinguish between assertive, aggressive and passive behaviours
• Behave more assertively
• Deal with difficult situations
• Improve their confidence and self esteem

Content

• The importance of communication
• How we communicate
• Barriers to effective communication
• Using methods of communication effectively
• Assertive, aggressive and passive behaviours
• Assertiveness self-assessment
• Individual rights and responsibilities
• Developing assertive body language, confidence and self esteem
• Challenging and changing negative and destructive inner dialogue
• The importance of attitude
• Handling conflict and aggressive behaviour
• Getting your message across confidently

Duration
2 days

Aim
Change is an inevitable part of organisational life. Jack Welsh of General Electric said “If the rate of change outside your company is greater than the rate of change inside your company, then the end is in sight”. For this reason it is important for managers and leaders in organisations to develop the key skills for managing change.

Objectives
By the end of the workshop participants will be able to:

• Identify the nature of change
• Learn how to plan and implement change
• Recognise the role that organisational culture plays in managing change
• Identify and deal with the main difficulties in implementing change

Content

• What is change?
• Understanding the change process
• The role of organisational culture in change
• A framework for leading change
• Preparing and planning for change
• Using force field analysis to harness the drivers and overcome resistance to change
• Involving people in the change process and developing commitment
• Consolidating change and maintaining momentum
• Action Plan

Duration
2 days

Aim
Coaching and Mentoring are key management skills and can make a real difference to the lives and careers of team members, helping them to achieve their full potential. This workshop provides participants with a comprehensive set of coaching skills along with the opportunity to practice in a facilitated learning environment.

Objectives
By the end of the workshop participants will be able to:

• Improve communication and team effectiveness in the organisation
• Identify and use the key principles and skills of an effective coach / mentor
• Use the GROW coaching model
• Confidently coach individuals in a broad variety of performance settings

Content

• Coaching: definition and context
• Barriers and obstacles to coaching
• Key principles and skills for the Performance Coach / Mentor
• Use of the GROW coaching model
• Interpersonal skills (active listening, non-verbal communication skills, etc.)
• Inspirational coaching sessions
• Coach Manager and Leader qualities
• Personal Action Plan

Duration
2 days

Aim
Being media conscious has become increasingly important in getting your message across. Crystallising what you want to say and how you say it, whether on TV, radio or in print is vital. Having your message clearly stated and being prepared to target the appropriate media is a valuable skill in business.

Objectives
By the end of the workshop participants will be able to:

• Clarify their core message
• Deal with the public when contentious issues arise
• Recognise the role of the media and form an appropriate response
• Draft concise and effective press releases
• Plan an approach for handling radio and tv interviews

Content

• What is your core message?
• Dealing with the public
• Dealing with the media
• Press releases
• Radio and TV interviews

Duration
2 Days

Aim
Dealing with conflict is a key management skill. Even more importantly, managers need to recognize the causes of conflict and take preventative measures where possible to minimize the risk of unhealthy conflict situations arising. This workshop aims to broaden management perspective on the cause of conflict and provide an insight into the skills needed to resolve it.

Objectives
By the end of the workshop participants will be able to:

• To recognise the common causes of conflict
• To identify healthy vs. unhealthy conflict situations
• To anticipate potential conflict situations
• To minimise unhealthy conflict situations arising

Content

• Types of conflict: 1 to 1 and group
• Using root cause analysis to deal with conflict
• Management styles in dealing with conflict
• Coaching/facilitation process
• Appropriate communication methods
• Application of the Win-Win model
• The role of mediation
• Personal plan for handling conflict

Duration
1 Day

Aim
Over 70% of the workforce today are involved in service related work. Yet many have received little or no training in the area of customer care. As a result, many businesses are not reaching their full potential in terms of meeting sales targets and developing a loyal customer base. Everyone in business has a customer and with this workshop, your clients will be more tuned in to providing exceptional customer care.

Objectives
By the end of the workshop participants will be able to:

• Recognise what makes exceptional customer care
• Identify customer expectations – and the reality
• Communicate more effectively with customers
• Recognise the factors that build customer loyalty
• Deal effectively with customer complaints

Content

• The importance of customer care
• Internal and External Customers
• Managing the customer experience
• Pitfalls to avoid in dealing with customers
• Communicating with customers
• Handling phone calls
• The importance of attitude
• Recognising your personal style and that of your customers
• Handling difficult situations

Duration
1 day

Aim
Negotiation is and always has been part of our lives, inside and outside of work. Every meeting, every encounter with people demands some form of negotiation where there needs to be more than one winner. Without negotiation, many of us would not be where we are today. With good negotiation skills many of us will achieve much more for ourselves and others. The workshop aims to enhance your current negotiation skills by identifying, illustrating, demonstrating and practicing correct negotiation structure and methods.

Objectives
By the end of the workshop participants will be able to:

• Describe the negotiation process
• Demonstrate good negotiation practice
• Identify negotiation opportunities and resolve them faster and more effectively
• Be confident in and enjoy negotiating
• Achieve business and personal goals through effective negotiation skills

Content

• What is negotiation?
• Recognising negotiating opportunities
• How to use negotiating in resolving conflict
• Behaviours required in negotiating
• The 4 main steps of negotiation
• The three outcomes of negotiation
• Listening skills
• How to handle aggressive people
• How to handle rejection of your proposals
• How to handle deadlock
• Dealing with experienced negotiators
• Team negotiating
• Do’s and Don’ts in negotiation

Duration
1 day

Aim
Recruiting and selecting the right people for your business is a challenge that you need to get right first time. The overall aim of the workshop is to equip you with the skills and knowledge to be able to confidently and correctly select, interview and recruit potential employees in your area of work.

Objectives
By the end of the workshop participants will be able to:

• Outline and describe the key areas of the interviewing process
• Screen candidates for interview
• Select applicants for interview
• Interview potential candidates with confidence and assurance
• Choose suitable candidates for second / third interview or for recruitment

Content

• Screening candidates before interviewing
• Pre-interviewing preparation and structure
• The interview itself
• Post-interviewing tasks
• Screening candidates after the first interview
• The second/third interview
• Competency-based interviewing
• Panel-based interviewing
• Different interview location methods / techniques
• How to handle follow-up from candidates
• Supporting your new recruit
• The things you cannot ask or cannot do and the legislation you should know

Duration
1 day

Aim
A large amount of company time is invested in meetings. Without proper preparation, management and follow up, they can be a major cause of inefficiency in business. This workshop will give you guidelines on how to make meetings work and help you achieve your goals.

Objectives
By the end of the workshop participants will be able to:

• Plan and prepare for meetings
• Use specific techniques to run effective and efficient meetings
• Recognise how to get the best practical benefits from a meeting

Content

• Effective meetings – best practice
• Key aspects of effective meeting preparation
• Role of chairperson, secretary and others in a meeting
• Keeping meetings on track
• Preparing and developing agendas, minutes, action plans
• Techniques for handling effective outcomes from meetings
• Techniques for handling difficult meetings and participants

Duration
1 day

Aim
Giving feedback on performance is a vital part of any manager’s role. The formal appraisal process is one method of giving feedback which can have major implications on improving work and team effectiveness.
This workshop will build your confidence in handling the appraisal interview and provide you with the skills necessary to achieve a successful outcome for both you and your subordinates.

Objectives
By the end of the workshop participants will be able to:

• Prepare for the interview in a structured manner
• Feel more confident in handling an appraisal interview
• Communicate effectively and clearly
• Recognise the importance of follow-up and action planning

Content

• Perceptions of appraisal
• Skills needed to appraise successfully
• Preparation for interview
• Goal setting and action planning
• Effective communication skills
• Handling self- appraisal
• Dealing with conflict in appraisal
• How to ensure a positive outcome
• Examining training and development needs

Duration
1 day

This workshop will provide you with the tools and methods needed to speak confidently in a one to one or group situation. You will learn and experience different speaking situations and how to communicate effectively. This focus on improving your ability and confidence will have a positive effect both in your career and your personal life.

Objectives
By the end of the workshop participants will be able to:

• Feel more confident in their style as a presenter
• Minimise their fear in presenting in a one to one or large group scenario
• Prepare their message in a sound format
• Get their message across confidently and effectively
• Manage the audience and the event location

Content

• How to improve personal confidence in presenting situations
• Importance of image and dress (men and women)
• How to prepare a speech
• How to deliver a speech
• How to evaluate a speech
• Handling audience questions
• How to use the 4 main speaking mediums – PP, OHP, FC, PC
• Different speaking situations and speaking techniques
• Negotiation skills
• Continuous improvement ideas for speaking

Aim
Managers face challenging problems on a regular basis, which require a lot of thought, emotion, and research. Both problem-solving and decision-making are closely linked and each requires creativity in identifying and developing options. This workshop is designed to help participants assess problems and design possible approaches, so that they can make sound business decisions.

Objectives
By the end of the workshop participants will be able to:

• Define and analyse problems in a structured manner
• Use critical thinking methods to identify solutions
• Make sound business decisions given the information available

Content

• Tools for defining the problem
• Examining potential causes for the problem
• Identifying alternative approaches for resolution
• Selecting an appropriate response
• Implementation planning
• Monitoring and verifying that the decision was correct

Duration
1 day

The aim of the workshop is to teach practical Project Management skills that are straightforward to implement and can be engaged immediately. It is primarily focused on teaching and developing practical skills, not on the in-depth theory of project management.
It recognises that Project Management is an essential skill in today’s business environment, and that for a project to be successful Project Managers need to be confident, efficient, and in control of the project they are running.

Objectives
By the end of the workshop participants will be able to:

• Define, plan, manage, and deliver projects more effectively and efficiently
• Understand the use of practical project management tools and methods
• Manage and control their projects around their working day
• Increase confidence in the project environment

Content
The workshop is delivered over as a series of modules:

• Understanding the project environment and the role of the Project Manager
• Building and developing robust project plans
• Qualifying and managing risk and opportunity
• Identifying and satisfying project stakeholders
• Optimising project-wide communications
• Prioritising, tracking, and closing tasks
• Managing time more effectively
• Closing projects, and learning from completed projects

Duration
1 day for workshop delivery, with an optional follow-up half-day to address questions, help with real, live project implementations within the company

Aim
This workshop is designed for managers and team leaders who need a more detailed knowledge of the fundamentals of report writing in a business context. It will help participants to get their message across in a persuasive and effective manner.

Objectives
By the end of the workshop participants will be able to:

• Assess the target audience and develop documents to meet their needs
• Test documents at every stage of the development process to ensure success
• Choose the appropriate writing style to communicate successfully
• Use diagrams, tables, charts and other graphical tools effectively
• Create informative & interesting content that your readers will comprehend and utilise
• Follow best practice rules in layout and design

Content

• Use of reports and the difference a good report can make
• Considering the reader
• The FOG index
• The four stages of report writing
• Building a solid report
• Persuasion in business writing
• Style and content tips
• Proof reading and other checks
• Layout and design

Duration
1 day

Aim
This workshop aims to give you an introduction to basic life coaching skills and self management techniques empowering you to adapt to this ever changing modern world. By applying the principles of this workshop, you will discover insights and solutions to life’s stresses, attitudes & results.

Objectives
By the end of the workshop participants will be able to:

• Recognise how our current belief process works against us
• Identify and understand feelings of fear, stress and anger in the work place – and how to deal with these feelings

Content

• Who is responsible for your stress?
• What do you do about/with your stress?
• Safe ways to express your stress
• How you can create negative behaviours, patterns & attitudes – and how to embrace positive change
• Getting the very best from yourself and your team -developing your outcomes.
• Review and gain powerful insights into situations of interpersonal conflict.
• Coach your way to positive results.

Duration
1 day

Aim
Time is a scarce commodity in today’s world, both in our personal and professional lives. Managing time effectively can have a major impact on reducing stress and making sure you achieve your goals with success. This workshop is aimed at getting you to look at the way you spend your time and plan for change where needed.

Objectives
By the end of the workshop participants will be able to:

• Analyse how they use their time and recognise time wasters.
• Recognise ways to reduce or eliminate time wasters
• Take control of their time
• Use proactive techniques to manage their working day / life

Content

• What is Time Management?
• Analysing your time
• Time wasters – self generated and imposed
• Managing calls
• Dealing with clutter and interruptions
• Setting goals and objectives
• Prioritising
• Developing effective ‘To Do’ Lists
• Personal action plan

Duration
1 day

Aim
Having staff work in teams rather than groups is the key to achieving success both for the business and for the individual. For teams to be effective there needs to be clarity in relation to team goals, roles and behaviours. This workshop will focus on what makes an effective team and will provide a structure for teams to develop in a productive way.

Objectives
By the end of the workshop participants will be able to:

• Recognise what makes an effective team
• Understand how teams develop
• Deal with conflict and other barriers to team effectiveness
• Identify ways to make teamwork creative and fun

Content

• Characteristics of an effective team
• Differences between teams and groups
• Benefits of team working
• How teams develop
• Team leadership styles
• Stages of team development and team norms
• Creating a Team Charter
• Managing stakeholders
• Dealing with conflict in teams
• Problem solving in teams
• Creative teamwork
• Action Planning

Duration
1 day

Aim
In-house trainers know the company culture, know the participants involved and can adapt to suit the audience. There is greater flexibility in arranging training and considerable cost savings to be made.
Added to this is the personal development for the trainer involved; their confidence, knowledge, motivation and standing in the company will grow immensely when they are successful in a trainer role.
This programme is designed for employees who are newly appointed to the trainer role or for existing trainers who want to broaden their skills. A reference manual containing a toolkit will be provided.

Objectives
By the end of the workshop participants will be able to:

• Identify the role of a trainer and how to manage training in a proactive manner
• Use skills to handle group training and facilitation sessions
• Use a systematic approach in training on a one to one basis
• Recognise how to evaluate training efforts and their benefits

Content

• Trainer’s role
• Principles of systematic training
• Identifying training needs
• How people learn
• Compiling Training Plans/Programme
• Task Analysis
• Demonstration Skills
• Motivating Learners
• Communication Skills
• Dealing with poor performers
• Presentation vs. Facilitation
• Use of Visual Aids
• Delivery Tips and Practice
• Methods of Evaluation
• Review of Learning

Duration
4 days (2 days + 1 day x 2 over a total period of 3 weeks)

Approach
Participants will be asked to undertake some project work during the programme involving one to one training and also running group sessions. A follow up session by the tutor with each learner approximately 2 months after the event is offered (free of charge) to check progress.

Aim:
This workshop provides participants with the opportunity to improve and enhance their literacy, report writing and communication skills. It focuses on improving interpersonal skills which are essential for teamwork and customer service. From a company perspective having employees who are self- confident and able to understand and implement policies and procedures will reduce the level of dependence on supervisors, team leaders and management thus resulting in improved flexibility and increased profitability, quality & output levels.

Objectives:
By the end of this workshop participants will be able to:

• Apply communication skills relevant to personal and social development.
• Demonstrate interactive skills and qualities such as self-confidence, assertiveness, empathy and consideration.
• Reflect on personal educational and vocational experience and engage in independent learning.
• Become aware of the impact of key developments in communications, information technology and the processes of communication.

Content:

• Learning to Learn
• Non-Verbal Communication
• Personal Interaction and Development
• Reading Skills
• Writing Skills
• Media Awareness and Visual Communication
• Introduction to Information Technology

Duration:
5 days or 12 evenings