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Tuesday, 04 June 2019 09:55

Award in Education & Trainining

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.