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Wednesday, 02 May 2018 16:23

Certificate in Leadership & Team Skills

This course provides excellent fundamental training for those aspiring to become new supervisors/team leaders or those who are already in a supervisory role but who have had little or no formal training.

Current course dates:

3rd, 11th, 18th, 25th September (Worcestershire)

12th, 19th, 26th September, 3rd October (Bristol area - venue TBC)

10th, 17th, 24th September, 1st October (Swindon)

2nd, 9th, 16th and 23rd October (Venue TBC)

8th, 15th, 22nd, 28th October (Swindon)

7th, 14th, 19th, 26th November (Worcestershire) 

Get in touch to find out more.

Day 1

Leading Your Work Team:
• Difference between leadership and management
• Understand what leading your team means
• Understand a range of leadership styles

Understanding Digital Change in the Workplace:
• Potential internal and external reasons forchange in the workplace
• Team member’s attitudes and response to change
• How to overcome the culture and individual barriers to change

Day 2

Workplace Communication:
• Importance of effective communication
• Communication Methods and their optimal use, including digital methods
• Importance of maintaining accurate records of communication

Improving the Performance of the Work Team:
• Understanding the organisational goals of the team
• How to motivate the team and team members
• Holding the individual & team accountable for goals

Day 3

Developing the Work Team:
• Definition of a workplace team & team structures
• Team roles and responsibilities
• Simple job instruction techniques


Induction & Coaching in the Workplace:
• Value and benefits of integrating new members into the team
• Understanding coaching best practices
• The value of coaching team members on new technology & sustaining digital applications in the workplace

Day 4

Planning and Monitoring Work:
• Understanding effective planning and monitoring
• Monitoring a team’s performance
• Allocating work
• Working within the organisational guidelines


Understanding Mental Health in the Workplace:
• Understanding how to be mentally healthy
• Impact of Mental Health issues in the workplace
• Ways to approach team members who may need support

Assessment for this course is by a set of short-answer questions to be written on each day of the course. Delegates will be required to attend all 4 training days.

 




 



Wednesday, 14 August 2019 18:06

Certificate in Coaching

This intensive programme is designed for first line managers to enable them to develop the tools, knowledge and confidence to coach people as part of their normal working role. This course is run as a three day programme, with additional on the job coaching delivery to be carried out in the workplace by the delegate, with telephone support and on site coaching provided by the trainer.

Get in touch to find out more.

Benefits for you:
• Know what it takes to be an effective coach in your workplace
• Understand how coaching works – learn a coaching model, and the tools and techniques to support it
• Put your new skills into practice in your job – carry out supervised coaching sessions
• Analyse, assess and plan to improve your own coaching ability


Benefits for your business:
• Implement coaching to improve performance in your organisation
• Ensure the managers you develop as coaches are properly equipped with the skills, knowledge and ethical understanding they need
• Develop a coaching culture in your organisation by developing your managers as truly effective coaches

 

Topics covered:
Understanding Good Practice in Workplace Coaching:
• The nature and role of Coaching in the workplace
• Behaviours, skills, abilities and characteristics of an effective workplace coach including recognised Coaching Models
• Differences between Coaching and Line manager responsibilities and importance of coaching records

Undertaking Coaching in the Workplace:
• Plan and carry out at least 6 hours of coaching for a deeper level of skills and experience• How to carry out planning
• Practice in running a coaching session

Reflecting on Workplace Coaching Skills:
• Tools to analyse and improve their own performance as a coach

 

Wednesday, 14 August 2019 17:26

Certificate in Principles of Sales

This course is designed to provide a solid grounding in the sales theory and sales techniques for individuals who are starting out in their career in sales, as well as experienced professionals. Individuals will gain essential skills and knowledge required to identify and meet customer needs, and adopt behaviour in sales related activities.

Get in touch to find out more.

Understanding the Sales Environment:
• Insight into the sales market, and different types of business in sales and marketing
• Learn how to manage their own time including the use of IT and how best to communicate information in a sales environment

Understanding Legal, Regulatory and Ethical Requirements in Sales or Marketing:
• Insight into the regulations and requirements and the ethical limits of their sales/marketing role
• Understand an organisation’s procedures for dealing with legal, regulatory and ethical requirements relating to sales or marketing

Understanding Sales Techniques and Processes:
• Overview of the sales cycle and the buyer decision making process
• Develop their skills in generating and qualifying sales leads (inc. face to face and inbound telephone calls)
• Understand how to close a sale and process sales orders

Principles of Personal Responsibilities and Working in a Business Environment:
• Understand employee rights and responsibilities
• Identify how to communicate effectively with others and support colleagues, including accountability
• Discuss the purpose of improving their own performance and how to do so, including the types of problems that occur in a business environment

Understanding Sales Targets:
• Understand how sales targets are calculated
• The use in evaluating their own and their team’s sales performance
• Identify how to collect data related to their sales targets

Principles of Presentations and Demonstrations in Sales:
• Understand how to prepare a sales presentation or demonstration
• Learn how to deliver a sales presentation and the role of evaluating these presentations/demonstrations

 

Wednesday, 14 August 2019 17:20

Diploma in Business Administration

This course is ideal for individuals who have administrative tasks within their current job role or are new to an administrative role, and wish to develop their skills within the administrative business functions.

 

Get in touch to find out more.

Modules covered

Employer Organisations (2-day)
• Understand the functions and differences between organisational structures and the role of administration within the workplace
• Understand the organisational environment and potential internal and external influences on organisations including why change is important

Communication in a Business Environment (2-day)
• Understand the requirements of written and verbal business communication, including requirements of different audiences and importance of using appropriate body language and tone of voice
• Demonstrate and practice producing written business communications and appropriate verbal communications in business environments

Employee Rights & Responsibilities
• Understand the role of organisations and industries, including conduct and codes of practice, career pathways and issues of public concern that affect organisations
• Understand employers’ expectations and employees’ rights and obligations Principles of Providing Administration Services
• Understand the organisation of business requirements such as travel, accommodation, administration of meetings
• Understand and demonstrate the management of diary systems, office equipment and the use of mail services in business environments

Business Document Production and Information Management (2-day)
• Understand and demonstrate how to prepare business documents; including format to be followed, different types of IT for production and legislations such as data protection
• Understand and demonstrate the organisation and delivery of distributing business documents

Providing Administrative Support
• Understand and be able to support the administration of meetings including resources, how to achieve maximum attendance and responsibilities of the meeting chair and meeting secretary
• Overview of the legal and organisational requirements when taking minutes of meetings

Equality and Diversity in the Workplace
• Understand the concept of equality and diversity, and the role and powers of organisations responsible for quality to ensure compliance with equality legislation and equality of opportunity
• Understand organisational standards and expectations for quality and diversity and content in the workplace

Develop Working Relationships with Colleagues
• Understand the principles of effective team working and conflict management techniques
• Be able to maintain effective working relationships with colleagues, including providing constructive feedback to colleagues and recognise the contribution of colleagues to the achievement of team objectives
• Be able to collaborate with colleagues to resolve problems, taking in others viewpoints and ownership of problems within own level of authority and agree contribution

Develop Customer Relationships
• Understand the importance of developing relationships with customers and the value of customer loyalty and retention
• Be able to develop quality relationships with customers to meet needs and expectations

Deliver Customer Service
• Understand the relationships between customer service and a brand, and balancing promises made to customers with the needs of an organisation
• Be able to prepare to deal with customers, provide customer service and support improvements to customer service delivery in line with the organisational guidelines and offer

Completion of this diploma entails delegates submitting reports and evidence of implementation of learning in their organisation, witness testimonies and completing practical observations and online tests. Delegates will be required to attend all 14 training days and attend all pre-arranged 1-2-1 meetings either remotely (such as via Skype) or in person.

 

Tuesday, 04 June 2019 09:55

Award in Education & Training

This is an introductory course to training and education, which will allow individuals to gain fundamental understanding of the roles and responsibilities of a teacher/trainer, learn to sequence learning, plan and deliver sessions, and understand appropriate resources and teaching methods.
They will also be able to identify the characteristics of effective assessment and feedback, and gain an understanding of legislation, equality, diversity, inclusivity when meeting the needs of learners.

Next course date:

23/30 October & 14/21 November (Cheltenham)

Get in touch to find out more.

Day 1

Understanding Roles, Responsibilities and Relationships:
• Understand the key aspects of legislation, regulatory requirements and codes of practice relating to own role and responsibilities
• Be able to explain ways to maintain a safe and supportive learning environment
• Understand why it is important to promote appropriate behaviour and respect for others


Day 2

Using Inclusive Teaching and Learning Approaches:
• Describe and understand ways to create an inclusive teaching and learning environment
• Be able to devise and deliver an inclusive teaching and learning plan
• Understand the use of resources and assessment methods in relation to meeting individual learner needs

Day 3

Understanding Assessment in Education and Training:
• Describe and explain the purposes and characteristics of different types/methods of assessment in education and training
• Understand how to involve learners and others in the assessment process, and the importance of this
• Explain and understand the role and use of constructive feedback in the assessment process
• Be able to explain the need to keep records of assessment of learning in organisation
• Understand digitalisation in education and training, such as e-learning or remote delivery methods

Day 4

Practising Inclusive Teaching and Learning Approaches:
• Deliver a 15-minute training session
• Review the effectiveness of own delivery of inclusive teaching and learning
• Identify areas for improvement in own delivery and other individual’s delivery of inclusive teaching and learning

 

Assessment for this course is by a set of short-answer questions to be written on each day of the course, short homework assignments, and a mini-presentation on the final day. Delegates are required to attend all 4 training days.

 

Tuesday, 04 June 2019 09:46

Certificate in Customer Service

This course enables individuals to develop appropriate knowledge, understanding of the principles and delivery of effective customer service and enables the learners to develop and apply the practical skills required to support the customer service environment.

Next course date

2nd, 9th, 16th, 23rd October (Worcestershire) 

Get in touch to find out more.

Day 1

Principles of Customer Service: Identify the purpose of customer service and be able to determine how it affects the success of the organisation. Understand a range of customer requirements and the difference between providing a product and providing a service.

Forming of Customer Needs and Expectation: Understand the interrelationship between customer satisfaction and customer expectations. Identify methods of obtaining customer feedback and learn how to maintain customer relationship and loyalty.


Day 2

Responding to Problems and Complaints: Identify common causes of customer problems and complaints, and learn how to adapt methods of communication and behaviour to meet the individual needs of customers.

Customer Service Skills: Understand and describe the range of interpersonal skills required for effective customer service.

Supporting Legislation: Identify the key aspects of the legislation relating to consumer law and understand why it is important to respect customer, and organisation confidentiality.

 

Day 3

Practising Effective Customer Service: Suggest ways of promoting a product or service to increase customer awareness using unique selling points or unique service offers for the product.

Meeting Customer Needs and Expectations: Understand how to identify customers with special requirements/expectations and ways in which an organisation might improve its reputation. Including the use of digitalisation and customer expectations of digital customer service, such as purchasing products online, the customer service received online through avenues such as ‘live chats’ and viewing the product/service online (e.g. visualisation of suitability).

 

Day 4

Communicate effectively with the customers: Use the telephone system efficiently and effectively, and identify the personal qualities required to deal with customer problems and stressful situations. Discuss the benefits of increasing digitalised communications with customers.

Developing self and improving service: Identify how to obtain useful and constructive feedback from others and be able to create an individual development plan to improve working within a customer service role.

 

 

Thursday, 17 May 2018 11:12

Team Member Certificate (Team Building)

Great teams are born from great team members. This two-day programme contains all of the elements to ensure your team members are operating as effectively and efficiently as possible - an excellent grounding for all employees in good working practices that will instil the importance of personal development.

Get in touch to find out more.

Day 1

Team Working
Understanding how individual roles fit with the company vision and one team ethos. Appreciating the skills and abilities of other team members to increase trust and respect within the  team. Undertake a team SWOT on the company/team performance against the vision, and celebrate what’s going well in the organisation and agree an action plan for areas for development, and any opportunities to become more digital in the future.

Communication
Understanding and demonstrating how to communicate effectively within the team and with external individuals, including difficult conversations. Review how the team communicates, and how digitalisation can improve communication within the workplace.

Conflict within a Team
Understanding how to deal with potential conflict in a team, and how team members can reduce conflict in the workplace.

Policies and Resources
The employee’s responsibilities with health and safety, and taking ownership of the task and outcomes to ensure the customer experience meets their expectations and organisations vision.


Day 2

Time Management and Organisational Objectives
Understanding how team members can manage their time in line with their team/organisational objectives. Agree an action plan for the areas for development or focus to help achieve their objectives.

Dignity at Work
The employee’s responsibilities with dignity at work, and what they can do to contribute to a positive working environment within a diverse team.

Solving Problems and Managing Stress
A team building exercise to practice problem solving and decision making, and agree suitable solutions to implement. Understand likely causes of stress to team members and its likely impact on the team, and identify sources of support available to help deal with stress.