Assertiveness
Be more effective, get more of what you want on your terms, without compromising others.
This one-day course is for staff who need to improve their confidence and want to achieve win-win outcomes on a consistent basis.
You learn how to:-
- Be more effective when dealing with colleagues, customers and suppliers
- Get more of what you want – on your terms
- Feel better about yourself, be more confident and enhance your performance
- Handle problems more effectively
- Communicate more clearly
Body Language for Powerful Communication
Body language is a key aspect of non verbal communication and involves cues and signals such as facial expressions, gestures, body posture and eye movement.
1 Day Course
Content
1) Why is Body language important in negotiations
2) 6 Key areas – How to understand others and control your impact
3) Major Patterns – How to read and respond
4) Influencing Skills – How to use Subconscious persuasion
5) Power moves – dominance and submission
6) Lie detection
Topics covered include Eye Contact/Patterns, Facial Gestures, Torso and Arm Behaviour, Leg Activity, Positive and negative indicators
Customer Care Excellence
In an ever more competitive world, winning customers is getting tougher.
This makes it even more important to look after the customers you have, make sure they have a good experience with you, come back again and turn into ambassadors for you.
Here’s a chance to learn how, by attending our popular customer care seminar.
You will:-
- understand what excellent customer service is and the benefits to customers, employees and their company
- know how to turn each contact the customer has with the company into a positive experience
- be able to use assertive behaviour to provide excellent customer service
- Identify immediate actions that can be taken to improve customer service
Customer Service
Delivering excellent customer service ensures repeat business and improves customer loyalty. This one-day course is essential training for all staff who have contact with customers, whether it’s face-to-face or by telephone.
You learn how to:-
- Develop ‘people’ skills that improve customer relations
- Deal with difficult situations professionally
- Understand customer’s expectations
- Handle complaints efficiently
- Improve communications skills
- Develop a positive mental attitude
Delivering Effective Change
Change is inevitable and in order to succeed it is vital that we embrace, endorse and maximise the exciting challenges ahead. This course will equip you with the tools for the job.
- The benefits of change and the barriers to change
- Awareness of the processes and effects
- Understanding how to contribute to effective change
- Proactive coping strategies
- Influencing others for a positive experience
- Maintaining good relationships
- Personal action plans for positive impact
Powerful and Effective Communication Skills
2 day course
Managers will leave the programme with a higher awareness of their own strengths and development areas in communicating with others, and with practical ideas to raise their levels of effectiveness to meet the challenges presented in today’s workplace.
Course Objectives:
- Participants identify the situations relevant to them which require high levels of interpersonal skills, and recognise how effective their current responses are.
- Practical strategies are found to change, enhance or develop ways of communicating to achieve desired results.
- Delegates understand and know how to use assertive behaviours, and have practice in using assertiveness to communicate with confidence and influence.
- Strategies are offered to deal effectively with difficult, angry or challenging people.
- Participants have practice in motivating staff by means of positive feedback, constructive criticism, effective coaching and running group meetings.
- Each manager leaves with a personal plan of action to enhance his or her effectiveness in communication on returning to work.
Powerful Telephone Skills
That will increase customer retention and boost your profits
The most common method of communication in any company is the telephone. A mistake often made by companies is to allow members of staff to use it without essential training.
Many people think ‘How hard is it to use a telephone?’, and the answer is ‘It isn’t hard at all’. What’s hard is projecting the right image. The first telephone call made to a customer allows them to form an impression of the whole organisation, which is why it is imperative that staff who use the telephone are able to do so in the best way possible, sounding professional, friendly and competent at all times!
We all know that when we meet someone for the first time, we instantly decide whether we like them or not. Customers do the same. How they are handled in their call to you will help them decide if they want to use you as a supplier or not. First impressions count!
This course will teach delegates to project the right image, handle difficult calls and be confident when using the telephone.
Summary of Programme:
- Defining roles and purposes
- Skills for professional telephone users
- Projecting and maintaining the right image
- Qualities for success
- How you can use assertiveness
- Simple steps
- Using positive language
- Dealing with angry and awkward callers
- Practice in the skills
Any member of staff who uses the telephone would benefit from attending this course.
Release the confident you
In a safe and fun environment you will learn how to improve the way you value yourself and present yourself to others. You’ll see how to release the confidence within you.
Content:
- The starting point
- Reasons to be confident
- The value of “you”
- The transition
- What’s next?
- Learn how to increase your energy levels – fitness and food
- Dealing with stress
- The networking strategy – learn how to network confidently
- Goals and action plans
- Celebrate!
Telephone Techniques
A good basic course that ensures your staff enhance your company’s image by using professional telephone techniques. The course focuses on the ways in which all staff can gain and retain the interest of current and potential customers when on the telephone, and deal with any difficulties which may arise.
You learn how to:-
- Use the telephone professionally and effectively
- Be confident with every call
- Develop effective methods of dealing with customers and their enquiries
- Effectively deal with difficult customers and complaints
- Build relationships with customers
Time Management
An excellent one-day course for all busy employees who need to balance their workloads, gain more control of time and improve performance.
You learn how to:-
- Save time and work more efficiently
- Plan your day and prioritise your workload
- Get the tools and techniques you need to enhance your performance
