Open Courses

To book a place on any of our open courses, please complete our booking form here.

For multiple bookings please email karyn@thelearningladder.co.uk

New bitesize 2 hour virtual training modules

All bitesize modules include:

Initial sign up including training needs analysis
Option to book additional modules
Post training email and telephone support for 1 year
Evaluation and certificate of attendance

Module details:

Duration – 2 hours
Maximum number of participants – 12
Platform – Zoom
Materials provided – workbook, delivery presentation
Training style – thought-provoking, interactive and discursive

Cost per module – £87 + VAT

Handling Complaints and Challenging Customers – 4th June 2024 – 10am to 12 noon. To book a place, please click here.

The saying goes ‘a complaint is a gift’ – during this workshop we will look at common themes in why customers complain, the fundamentals of resolution and managing more challenging customers.

  • The wonders of ever-changing customer expectations
  • Why customers get angry and upset.
  • Complaint resolution through a 4-step model
  • Coping strategies for managing complaints

Effective Appraisals– 11th June 2024 – 10am to 12 noon. Sorry, but this course is fully booked.

The appraisals process provides the platform for development and motivation, so if you can foster a feeling that appraisals are positive rather than negative experience, you will get the best out of the people you are appraising.

  • Have a clear process for running positive appraisals.
  • The different types of appraisals
  • Be able to provide positive and constructive feedback.
  • Why people sometimes react badly and how to calm the situation down.

Virtual Management Training Programme. This course is now fully booked. If you would like to go on a cancellation list or be notified of the next set of dates, please email karyn@thelearningladder.co.uk

Programme duration – 3 months

6 x 2 hour virtual training workshops/modules
Independent learning activities
Email/telephone support for 12 months

Pre course engagement
1-1 virtual meeting to identify specific needs and objectives

Cost: £497 + VAT

Dates:

Tuesday 16 April 2024
Tuesday 30 April 2024
Tuesday 14 May 2024
Tuesday 28 May 2024
Tuesday 11 June 2024
Tuesday 25 June 2024

Course summary

Managers will thrive if they can involve others, instil values, build trust, motivate performance and empower people to contribute their talents and efforts.

Module 1 – An introduction to management

Explore different management styles and behaviours that will enhance your role as a manager. This workshop will investigate the challenges, review setting boundaries and scope building respect. From having the right mindset to creating an environment where staff feel valued, this initial module will help establish the best foundations to empower your team.

Outline

• An activity to discover different management styles and techniques
• Identifying common issues
• Leadership behaviours and when to be supportive or directive in your approach
• Engaging staff to empower achievement
• The communication pyramid and styles

Outcomes

• Appreciate differing management styles
• Recognise differing leadership behaviours and when which behaviour is most appropriate
• Be able to explain and demonstrate the fundamentals of good management and the behaviours and influences of engaged employees
• Understand the differing levels of relationships, where their relationships need to be and have a plan to improve those that are more fragile

Module 2 – Maximising performance

Learn how busy managers balance their workloads, gain more control of their time and improve performance.

Outline

• The time management matrix
• Prioritising to reduce stress
• Delegation – the “what” and the “how”
• Managing delegated work and empowering teams

Outcomes

• Explore and evolve a time management tool
• Work on an objective strategy for prioritising
• Recognise how to identify what should be delegated and how to delegate it
• Know a strategy for feeling confident and letting go

Module 3 – Managing Communication

Discover “best practice” for professional communication techniques and how to create a clear strategy and plan for all common forms of team communication

Outline

• Professional and assertive communication techniques
• Avoiding common meeting pitfalls
• The different formats to convey messages – what works best, when and where
• Creating a personal communication strategy and plan

Outcomes

• Appreciate how to be effective when dealing with others and achieve better outcomes
• Be clear on what the three main barriers are to communication and how to overcome them
• Be conscious of common meeting pitfalls and how to manage challenging meetings and/or participants
• Consider the various options in conveying a message to ensure it is received accurately by the intended audience
• Have a communication strategy to take back to the workplace

Module 4 – Building Teams

Our staff are individuals who are working together towards being a “performing team” and this module will cover how we maximise their potential and communicate their achievements.

Outline

• The different personality styles within your team
• What employees want rather than what we think they want
• Motivating self and others – intrinsic or extrinsic motivators
• The characteristics of a team – forming, storming or performing

Outcomes

• Be able to appreciate that their team is made up of different communication styles
• Managers will appreciate differing motivation factors and not the concept of ‘one size fits all’
• Recognise differing motivating factors in both themselves and others
• Create the key values and behaviours required within their individual team
• Benefit from team stability and employee engagement through effective leadership

Module 5 – Managing challenges and conflict

All managers face challenges that can create conflict. This module is designed to show managers how to deal effectively with work related behaviour problems, set expectations and have honest conversations.

Outline

• The benefits of challenge
• How to enable teams to be proactive and not reactive
• Different personality types and how to realise their potential
• Setting expectations
• Having honest conversations
• Techniques for preventing conflict

Outcomes

• Be able to feel more positive about dealing with conflict
• Want to resolve interpersonal problems quickly resulting in better relationships
• Enhance the creative ability of their team
• Improve professional relationships

Module 6 – Meaningful 1-1s

How to open up two-way conversation that will ensure on-going constructive feedback and provide an opportunity for coaching.

Outline

• An activity to demonstrate the importance of focusing on the person rather than the employee and therefore building trust
• Transactional analysis
• Communication skills to open up the conversation and build trust
• Avoiding destructive feedback
• When and how to give constructive feedback using the SBI Model
• Coaching using the GROW model

Outcomes

• Appreciate the importance of building trust with staff
• Be able to recognise the differing responses/reactions from both themselves and their staff through transactional analysis
• Demonstrate open and honest communication skills to build trust and provide clear communication
• Explore the SBI model to provide feedback to staff when giving both re-directional or praising feedback
• Discover GROW – development through coaching