INTERPERSONAL SKILLS

Effective presentation techniques

Who will benefit: Anyone who addresses meetings or makes group presentations.

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

• Plan and prepare material relevant to their presentation and audience

• Use visual aids to enhance and improve their presentation

• Deliver a concise presentation that maintains interest

 

• Strategies to involve the audience

• Confidently handle audience questions

• Effectively manage nerves

(2 DAY WORKSHOP)

Professional customer care

Who will benefit:Service and sales support staff and anyone within the organisation with customer contact.

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

 

•Identify what service excellence is.

 

• Descibe the communications cycle, barriers to communications and active listening

• Recover from a service breakdown to ensure customer loyalty.

 

• Communicate information and positive solutions .

 

• Develop a range of versatile behaviours to use when dealing with difficult situations.

 

(2 DAY WORKSHOP

Time management 

Who will benefit: Anyone who considers that they have conflicting priorities and feel the pressure of time.

Objectives: To enable participants to be able to effectively manage time to reflect priorities and values. By the end of the course participants will be able to:

 

• State the reasons for and effect of poor time management

• Identify how to plan and prioritise their day/week/month effectively to ensure they do the most important things first

• Goal setting, action planns and milestones

• Identify practical tips and techniques to use in the workplace

(1 DAY WORKSHOP)

Professional telephone techniques

Who will benefit: Any staff who deals regularly with external calls.

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

 

• Explain the impact of professional telephone techniques

 

• Demonstrate the use of voice modulation, speed etc in telephone conversations

• Demonstrate they are actively listening to their callers

• Effective use of questions

• Summarise and record key information

• Identify ways to handle difficult telephone situations

(1 DAY WORKSHOP

Assertiveness 

Who will benefit: Anybody who would benefit from improving the way they interact with others .

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

 

• Explain the various approaches to conflict

• Identify own prefered style in conflict

•Demonstrate assertive behaviour in a range of situations  

 

(1 DAY WORKSHOP

Developing creativity and innovation in the workplace

Who will benefit: Anyone who would benefit from being able to generate ideas, solve problems and have more fun at work!

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

 

• Explain the importance of developing creativity and innovation in the workplace

 

• Recognise barriers to communication

• Develop creativity and innovation strategies

 

• Understand having fun at work and sharing that with others

• Describe and apply a problem solving model

(1 DAY WORKSHOP)

Effective communication and influencing others

Who will benefit: Anyone who wants to improve their communication, ensuring their message is clear and has a positive influence on others.

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

• Identify and overcome the barriers to effective communication

• recognise and use verbal and non-verbals to build rapport

• Identify and use active listening

• Use a range of skills and behaviours to communicate positively and clearly

(1 DAY WORKSHOP)

Business writing skills 

Who will benefit: Any person in an organisation who needs to communicate effectively in writing with accuracy, style and impact.

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

• understand basic structure and grammar of business communications

• Express themselves in writing with greater clarity and brevity in a business context

 

• Present more effective and logically structured reports and other written documents

(1 DAY WORKSHOP)