Training Courses
Practical Training For All Levels That Gets Results!
Comprehensive Range Of Programmes
Training Courses To Address All Of Your Requirements
We provide a comprehensive range of Training Courses, all listed neatly below!
The longer the programme, the more depth we go into and the more skill development and practice opportunities we build into the Course.
And if you don't see the subject you need, just let us know and we will develop it, just for you!
Tailored, So You Get Exactly What You Want
We adjust the Course content, examples shared, activities involved, case studies, videos shown and the delivery so that everything is 100% right for your company and for those attending.
Whatever industry sector you are in and whatever the level / experience of the participants, we make appropriate adjustments, so things really hit the spot.
Your Place Or Our Training Centre?
Courses can be run at your offices or at our modern Training Centre at Raffle Place (fees apply).
If you prefer a Hotel or Conference Centre we will be pleased to arrange somewhere for you (Hotel / Conference Centre fees apply).
Group Size For Training Courses
We've run Courses for ultra mini groups, only 3 participants, and super-sized, with 60 participants.
For best results, we recommend a maximum of 20 pax. This allows each participant to receive more personal attention. However, we will always work with whatever number of pax you have.
A Note About Team Events
For company-wide Team Events, we can manage BIG GROUPS of 100+.
Do Your Colleagues In Other Countries Need Training?
We have worked in more than 25 countries, delivering culturally specific, tailored training, to organisations worldwide.
So, if your colleagues abroad need training, just let us know who, where and when... then leave the rest to us!
Need Some Follow Up After The Course?
Here are some options for you that we can provide to add reinforcement or support to assist participants in applying what was addressed during the Course, when they are back in the workplace.
- Short follow up Workshop / Review Session at your offices.
- Interactive Webinar, accessed through any internet connected device.
- We can produce a Video, of 20 - 30 minutes duration, summarising the key messages from the Course.
- Individual or Team Coaching.
TRAINING COURSES - By Type
WE ALSO DEVELOP COURSES TO ADDRESS SPECIFIC REQUIREMENTS
BUSINESS SKILLS TRAINING COURSES
Please Click On The Title For Programme Content
BUSINESS WRITING
Programme Overview
Clearly, effective written communication is critical in business.
Ensuring that our meaning is conveyed accurately, professionally and in a way that presents the correct company image, whilst imparting a personal, client and customer focused approach.
This comprehensive business writing training programme addresses how to write clearly and concisely and in a way that responds to the needs of the reader. It provides a practical approach to modern day business writing.
Prior to delivery we will liaise with you to understand your precise requirements from the program and the needs of those attending. We will then adjust the program’s structure, if required, to focus upon the areas relevant to those attending.
An intensive, engaging and highly participative program involving working through the a-z of business written communication through the numerous examples contained in our workbook. Participants will structure their own email, letter and / or report during the program.
Areas Addressed
How to structure emails, letters and reports.
Ensuring readability.
Understanding the reader’s perspective.
Sentence structure and length.
Paragraph usage and guidelines.
Correct grammar.
Spelling.
Balancing formality with being engaging.
Singlish vs English.
Proof reading.
RECRUITMENT INTERVIEWING
Programme Overview
Hiring the right people for your team is one of the most important things that you can do to ensure that the team is successful. Conversely, hire the wrong people and you’ve got problems, big problems.
But what is the “right” person? And once you’ve defined this how do you find out if someone who applies fits the bill?
This program is designed to help you with these important issues. It takes you through the a – z of recruitment interviewing. Showing you how to decide what the requirements of the role are, how to prepare for and conduct the recruitment interview and, finally, how to make that important selection decision.
An intensive, engaging and highly participative program involving demonstration of skills and techniques, skill practise sessions and personal feedback.
Areas Addressed
Defining clear selection criteria and developing a comprehensive Person Specification.Questioning techniques and preparation of appropriate competency based questions.
How to screen Resumes from a competency based perspective.
Interview preparation.
Developing a comprehensive Interview Guide.
Structuring the interview.
How to ask behavioural questions and take relevant notes from responses.
Maintaining candidate self esteem during tough questioning.
Making smooth transitions between topics.
Responding to candidate questions.
Highlighting the benefits of the role and of working for your organisation.
Evaluating candidate responses to decide the level of competence demonstrated.
Making objective selection decisions.
MANAGING MEETINGS
Programme Overview
Most of us spend a big chunk of our time at work in meetings.
Often, these sessions can be far too long, unfocused, unproductive or just unnecessary. (Or sadly, all of these!)
Imagine the benefits associated with having more effective meetings:-
– Higher quality discussions
– Useful contributions from everyone attending
– Better decisions
– Information sharing done with more clarity
– Time well used and more time for other things
Sounds good, doesn’t it? That’s what this meetings management training programme is all about, providing a comprehensive approach to running really productive, successful meetings. It considers the process and logistical aspects of meetings as well as how to chair meetings effectively and productively.
The content can be adjusted to address specific requirements, such as remote meeting management. It can also be lengthened to enable actual “meetings” to take place enabling greater exploration of group dynamics and development of chairing skills.
An intensive, engaging and highly participative programme reviewing the a-z of effective meetings management.
Areas Addressed
Types and purposes of meetings.
Pre-meeting preparation.
What sort of agenda to have and how to prepare, structure and prioritise it.
How to be a great Chair Person, facilitate discussions and manage group dynamics.
What to record from the meeting and in what format.
Post meeting actions.
Introducing “ground-rules” in your organisation for successful meetings.
COMMUNICATION & INTERPERSONAL TRAINING COURSES
Please Click On The Title For Programme Content
CRITICAL COMMUNICATION
Programme Overview
Effective communication is key to achieving great results through others. Certain situations present almost win or lose options. Get the conversation right and things move in the direction you need. But get it wrong and things get stuck or get worse.
The ability to talk honestly and constructively with your team members about their performance is critical to successful performance management.
This comprehensive program provides an opportunity to develop the skills and techniques for conducting these crucial conversations. It identifies and explores a range of key communication approaches. Initially analysing each and then providing an opportunity to practise and develop the skills and techniques necessary for conducting effective crucial conversations.
Areas Addressed
Defining your required outcome.
Understanding the other party’s needs and wants.
Recognising own communication style and impact.
Adjusting communication style to respond to the style of the other party.
Giving direct, constructive feedback on performance.
Assertive communication techniques. Being clear and straight about what you want and don’t want.
Powerful questioning techniques for exploring and gaining commitment.
Listening, engaging, encouraging and rapport building.
Keeping cool under pressure and handling aggression.
INFLUENCING
Programme Overview
Without doubt, success at work requires the co-operation of others. Getting people to agree and support what you want is absolutely critical to getting things done.
Yet we all too often risk failure by approaching others, hoping to get them on board, without any real game plan in mind. Assuming that our charisma and charm will see us through! Or assuming that people will agree with us, simply because we’ve asked them to.
If that fails we can always pull rank and play the “I’m the manager” card (that’s if we are the manager, of course). Never mind about the impact upon the relationship…
This comprehensive influencing training programme will show you how to influence and persuade in a non-coercive way that gets results and doesn’t make people feel used. Enabling you to select your strategy and adjust your approach to suit the situation.
A highly participative program involving specialist input, discussion, exploration of skills and techniques and numerous practice opportunities to develop ability and confidence.
Areas Addressed
Analysing the situation and the style and needs of other party. Planning your strategy to achieve your influencing goal.
Making a compelling case for what you want.
Influencing styles, their merits and disadvantages.
The skills involved in professional influencing.
Powerful influencing techniques.
Overcoming resistance
Understanding and enlarging your “Circle Of Influence.”
CONFLICT MANAGEMENT
Programme Overview
Conflict is an inevitable feature of business. The ability to handle conflict well and pro-actively is essential for all leaders and professionals.
This intensive program shows you how to effectively and positively manage conflict and achieve a productive outcome.
It explores practical, non coercive approaches and techniques enabling you to work effectively with others to achieve your objectives whilst respecting and, where appropriate, supporting the achievement of theirs.
A comprehensive and highly participative conflict management training programme, designed to develop a positive mindset towards dealing with conflict and to develop the skills and techniques to handle it professionally, effectively and in a way that maintains the relationship with the other party.
A self assessment is carried out to identify preferred conflict handling style. Skills and techniques introduced are explored and practiced, with participants receiving feedback on their application.
Areas Addressed
The causes of conflict, its inevitability and how to see it as being positive.
Recognising the different perspectives of others, based upon their style and needs.
Understanding how others see you and your impact on them.
Identifying and overcoming your own prejudices.
Adjusting your style to establish effective relationships and avoid conflict.
Conflict handling styles and their application, including assessment of own style.
Communicating assertively and respectfully about what you want and saying “No” constructively.
Dealing with overt and covert aggression.
Using Transactional Analysis to map communication and manage conflict.
PRESENTATION SKILLS
Programme Overview
Want to make an impression when you present? Need to present confidently and persuasively? No tricks or gimmicks, just clearly, concisely and effectively?
That’s what this comprehensive presentation skills training programme is all about – enabling you to connect with your audience and get your message across in a memorable, relevant and professional way.
A presentation is a tremendous opportunity to convey exactly what it is that you want to say, recommend or request. Yet presentations can often be missed opportunities that fall well short of achieving their objectives and potential.
It just takes some thoughtful preparation and some straight forward techniques.
This program succinctly addresses the key topics necessary to present professionally.
Participants will prepare and deliver a presentation. Alternatively, we can address delivery of an existing presentation.
This is an intensive, engaging and highly participative program involving demonstration of skills and techniques, skill practice sessions and personal feedback.
If required, participants can be filmed for feedback and given a copy of their presentation for future reference.
Areas Addressed
The essential basics of successful presentations.
Different types of presentations.
Defining your presentation’s objective.
Identifying and addressing your audience’s needs.
Structuring and preparing your presentation.
Deciding what information to present.
Guidelines for using PowerPoint to develop engaging visuals.
Delivery skills: voice, non-verbal communication and choice of words.
Managing time.
Handling nerves.
INNOVATION & CHANGE TRAINING COURSES
Please Click On The Title For Programme Content
CREATIVE THINKING
Programme Overview
This fun, highly interactive, creative thinking training programme provides a toolkit of techniques to improve both individual and also team creativity.
You’ll come away with a range of great approaches that will help you to identify ways of innovating, looking at things differently and making improvements in all areas of the workplace.
An engaging, fun and highly participative workshop-style program, involving specialist input to introduce each creative thinking technique, followed by sessions actually road testing and applying them.
The topics addressed can be relevant to your own organisation’s development so that there is actual output in terms of generating ideas to implement and improve things after the program. Entire teams can attend, learn and create together.
This program can be run together with our Problem Solving & Decision Making program.
Areas Addressed
What creative thinking is.
Loosening up your thinking.
Left and right brain thinking.
Thinking in a “what could be” rather than a “what is” kind of way.
A range of powerful creative thinking techniques – your own personal “toolkit” for generating innovative ideas.
Techniques that teams can use to spark off and build upon each other’s ideas.
PROJECT MANAGEMENT
Programme Overview
This intensive project management training programme provides a comprehensive, step-by-step approach to project leadership. Providing numerous practical tools and techniques and developing the critical skills for leading and delivering projects.
It explains how to effectively lead and motivate a project team and how to manage stakeholder relationships that project leaders are responsible for. Additionally, it examines the process management skills required to plan and control projects effectively.
This highly practical and participative program involves a combination of specialist input, group discussion, planning and application exercises. During the program participants apply the numerous techniques explored to a project that they will actually lead in the workplace. The programme addresses both the “hard” and “soft” skills critical for effective project management and project leadership.
Areas Addressed
Critical factors that contribute to successful project completion.
Defining the role and responsibilities of the Project Leader.
Developing a detailed project plan: structure, content and format.
Planning techniques to manage cost, time and human resource requirements.
Evaluating risks, identifying opportunities and contingency planning.
Establishing an effective Project Control System.
Professionally managing relationships with sponsors and stakeholders.
Anticipating and handling reactions to change caused by the project.
Leading and developing your project team: team leadership,
development, motivation, communication and decision making.
MANAGING CHANGE
Programme Overview
We plan the change project, forecast, write procedures, put together checklists, monitor progress and work towards the “go live” date. And yet we often end up picking up the people pieces afterwards. Asking ourselves why no-one got as excited about the new initiative as we did. Realising that we’ve left some people behind. Wondering why others got fed up, jumped ship or switched off.
This practical change management training programme considers and addresses the importance of and the “how to” of pro-actively managing the people side of change. Addressing – introducing it, handling reactions to it and how to engage people and reap the benefits of the change project.
It looks at change through the eyes of those impacted by it, providing change leaders with critical insights and understanding. Providing strategies and techniques for effectively introducing change, gaining commitment to it and, as a result, improving productivity.
The programme directly considers the change leader’s role and how to carry it out effectively.
Areas Addressed
Types of change, the corresponding implementation strategies and the implications for effectively managing the people involved.Understanding and responding to different reactions to change.
Pro-actively supporting people through change so that they become productive.
Overcoming resistance to change.
LEADERSHIP TRAINING COURSES
Please Click On The Title For Programme Content
APPRAISAL DISCUSSION
Programme Overview
The appraisal discussion is an important conversation for you, your team member and for your organisation.
It’s an opportunity to praise and recognise successes and commitment shown! A time to reflect upon anything that didn’t go as well as it should have, and an opportunity to learn from this.
It’s also a time to talk about the future – what needs to be maintained, what needs to change, improve or develop and how this can be achieved.
This appraisal training programme takes a microscopic look at the Appraisal Discussion. From planning and preparation right the way through the conversation itself. What to say and how to say it well. How to talk about performance and how to work with your team member in defining future steps.
We can adjust the programme content and also refer to the process followed by your company’s performance management system – just let us know what you need.
Areas Addressed
What you need to prepare so that the appraisal discussion is productive for both parties.
The skills involved in conducting an effective appraisal.
Structuring the appraisal discussion.
Recognising and praising achievement.
Discussing performance improvement.
Identifying and exploring how to address development needs.
Optional:
Goal setting using SMART objectives.
Review of your organisation’s appraisal process and how to complete the documentation / online records.
GOAL SETTING
Programme Overview
Making sure your team members know what’s required, to what standard and by when is pretty fundamental and important stuff when you’re relying on other people’s performance.
Ensuring that they know how to do it, are adequately supported and feel motivated is also fairly critical, too.
Additionally, if you get everyone focusing on the things that contribute to the bigger picture as well, rather than the less important issues, then you’ve just about got things sewn up. Well done!
If you haven’t quite got this far yet then that’s what you’ll get from this program.
A really practical look at the “how to” of defining, agreeing and aligning objectives.
An intensive, engaging and highly participative program involving exploration of skills and techniques, skill practice sessions and personal feedback.
Areas Addressed
How to set different types of objectives – task focused and behavioural.
Setting participative and mandatory objectives.
Using the SMART approach to ensure that the objective is robust.
Aligning objectives with organisational goals.
Getting that essential buy in to objectives.
MENTORING
Programme Overview
This highly interactive programme comprehensively addresses the a-z of problem the mentor’s role.
Psychometric profile debrief. Understanding own preferred approach and the potential impact of this on the mentee relationship.
Areas Addressed
The role of the mentor.The role of the mentee.
Mentoring skills.
Establishing the mentor – mentee relationship.
Gaining trust.
Confidentiality and boundaries.
Agreeing goals and managing mentee expectations.
Structuring conversations with your mentee.
Questioning skills.
Intuitive listening.
Challenging & supporting.
Non-verbal behavior – effective use of yours and interpreting the mentee’s.
Recognising the potential for conflicts and how to manage this.
Giving feedback on ideas and actions.
Sharing own experience and self-disclosure limits.
PROBLEM SOLVING
Programme Overview
New problems arise every day. Some are minor, easy to solve, and it doesn’t matter too much if we make a wrong decision with these. Others are more complex, with greater implications and repercussions if the wrong decision is made.
Yet, maybe we approach each problem in the same way, regardless of the complexity and potential risk involved. Relying on the approach that we’ve always used, rather than using a more appropriate method that would provide a better solution.
That’s where this comprehensive problem solving and decision making training programme comes in – it provides a range of practical analysis and decision-making techniques to assist you in reaching the best solution for each problem.
A highly practical, workshop-style program involving specialist input, discussion, exploration and practice of techniques and their application.
This workshop can be run together with our Creative Thinking programme.
Areas Addressed
Problem analysis techniques for getting to the root cause of the problem.Generating possible solutions.
Evaluating the merits and disadvantages of each possible solution.
Recognising the implications of decisions.
Selecting the optimum solution.
Decision making techniques – providing a toolkit for making decisions.
How to involve your team, as a group, in problem analysis and decision making.
TEAM DEVELOPMENT
Programme Overview
This intensive program provides a comprehensive approach to developing a high performing team.
Explaining how to accelerate teams through the predictable stages of team development and building the skills that are critical to effective leadership at each stage.
Additionally, it considers the value and importance of diversity within a team, how to conduct great team meetings, how to develop trust and effective communication within the team and strategies for creating a focused, motivated, self managing and empowered team.
Participants experience, first hand, being part of a developing team during the program and learn from this as they undertake a series of challenging activities. The leadership styles and techniques required to create a high performing team are explored in relation to the developing team, of which they are a part, and their direct application to the working environment is considered.
Includes specialist input, group discussion, analysis of own team performance and leadership behaviour and experiential learning.
Areas Addressed
Key characteristics and values that differentiate a high performing team.The Team Charter – why this is critical and how to develop a relevant one.
Improving, managing and measuring team performance.
Great meetings – preparing and conducting highly effective team meetings.
The predictable stages of team development, how to accelerate the team through each stage and the leadership styles and techniques required.
Recognising and leveraging the strengths and diversity within the team.
Developing and leading international and cross cultural teams.
Motivating and empowering your team and creating a self managing team.
COACHING
Programme Overview
This comprehensive and practical coaching training programme identifies and develops the skills and techniques required for effective performance coaching.
It introduces a framework for conducting a focused coaching session and shows participants how to adjust their coaching style to address the needs of the coachee.
An intensive, engaging and highly participative coaching training programme involving demonstration of skills and techniques, skill practice sessions and personal feedback.
Areas Addressed
The characteristics, skills, behaviours and attitude of effective coaches.
Powerful questioning techniques, for exploring topics, establishing relevant information, removing blockages and focusing on solutions.
How to constructively challenge ideas and approaches.
Encouraging supporting and engaging the coachee.
Demonstrating active listening skills.
The different types of feedback, when and how to apply them to motivate and to change behaviour.
Styles of coaching and their application. Assessment of own preferred coaching style. Development of complementary styles, enabling an effective response to different needs and situations.
LEADERSHIP
Programme Overview
This intensive leadership training programme clarifies the critical performance management role of leaders. Developing the skills, behaviours and techniques required to achieve great results through others.
Additionally, it introduces a range of strategies for motivating and empowering others.
Different leadership styles are explored and leaders learn how to adjust their style to that best suited to each situation.
An intensive, engaging and highly participative program involving specialist input, group discussion, skill practice sessions and self assessment exercises, including an assessment and appraisal of own leadership style.
Throughout the program, participants plan how to apply the numerous techniques explored to the realities and challenges they face in their own working environment.
Areas Addressed
Defining “high performance leadership” and understanding its critical role.
The characteristics, skills and behaviours of high performing leaders.
Developing the performance of others – techniques and skill development.
Motivating, inspiring and empowering colleagues and team members.
Styles of leadership and their application. Assessment of own preferred leadership style. Development of complementary styles, enabling an effective response to different needs and situations.
MOTIVATION & EMPOWERMENT
Programme Overview
Consider yourself motivated! Wouldn’t it be great if it was as easy as that? Just say the words, give the instruction and, “hey presto,” everyone’s leaving scorch marks on the tarmac.
Nice thought, but unfortunately not reality. There’s more to motivating people than just saying a few magic words. But it’s definitely worth the time and effort involved in getting people motivated. If we can motivate, then we can improve morale, engagement and performance, that’s the theory and the reality.
Talking about motivation theories, there are a few that we’ll look at during this motivation training programme, more importantly we’ll explain how to apply them in the workplace.
The objective is to raise your consciousness of how to motivate, and to highlight a range of practical motivational techniques that you can use whenever you need them.
The programme also explores the importnant topic of empowerment, what this really means in the corporate environment and how to create an empowered environment.
An intensive, engaging and highly participative motivation training programme involving and exploration of a range of powerful techniques.
Areas Addressed
Famous motivation theories and how to apply them in the realities of your business environment.
How to tune in to the other person to understand their perspective and likely motivators.
The implications of age on how to motivate, including:
– Motivating Baby Boomers.
– Motivating Gen X.
- Motivating Gen Y.
How cultural background can impact your choice of motivation strategy and how to motivate people from different cultural backgrounds.
What empowerment really means and how to create a working environment wher people are empowered, whilst business risks are appropriately managed.
STRATEGIC THINKING & PLANNING
Programme Overview
An effective and appropriate strategy is a critical component of any successful enterprise or operation, commercial or non-commercial.
Often, however, the strategy is a continuance of past direction, with only incremental change and success happening by default, and being limited, rather than by design, and being substantial.
Thinking can be constrained by what exists today and the barriers that appear insurmountable from the current position. One dimensional thinking can exclude major opportunities.
This workshop provides a comprehensive approach to strategic thinking and planning. It provides a complete toolkit of techniques. Addressing how to analyse current position and identify future opportunities and how to evaluate the potential value of options and the risks involved.
Valuable for individual managers and also for entire management teams who want to work collectively on their own strategy.
Areas Addressed
What is strategy and strategic thinking?
The importance of strategic thinking from a personal and business perspective.
Aligning strategy with business objectives.
Strategic Analysis - Techniques for understanding all relevant influences (internal and external) and for generating creative options.
Strategic Choice - How to understand the advantages, disadvantages and risks of the options identified and how to make decisions.
Strategic Action - Making things happen, including planning and monitoring tools and gaining buy-in from those involved and impacted.
Gaining Buy-In To Your Strategy - Understanding what makes a successful business proposition. Using influencing skills and techniques to support your case.
PERSONAL EFFECTIVENESS TRAINING COURSES
Please Click On The Title For Programme Content
SAVE AN HOUR A DAY!
Programme Overview
Time is a pretty unique resource, there’s always 60 minutes of it in each hour and whether we do anything with them or not they get used up! We can’t save them up to use later when we might need them and we can’t get any more than are already available. Unless of course we work longer hours (ring any bells?). Yet our responsibilities don’t seem to fit neatly into these 60-minute boxes!
Oh, and one other thing about this unique resource, we tend not to see it as a resource at all and don’t always plan how to use it. We just let it flow….until it runs out. Never mind, tomorrow’s another day, we’ll finish it off then (or maybe work late or take it home and do it later).
This comprehensive time management training programme provides numerous practical strategies and techniques for becoming more focused and productive, for managing how you use your time and, as a result, improving your personal productivity and performance. Yes - it will save you at east an hour a day, if you apply the techniques!
A practical, workshop-style program involving specialist input, self assessment, discussion, exploration of time management techniques and their application.
Areas Addressed
How to take control of your schedule.
Managing your schedule rather than being managed by it.
Deciding what to do and when to do it and what not to do and what to do with it!
Dealing constructively with interruptions.
Recognising and addressing time traps.
Overcoming procrastination.
Surviving the e-mail onslaught.
Identifying and finding time to do the important things.
Using a Time Log to analyse your time use.
SALES TRAINING COURSES
Please Click On The Title For Programme Content
NEGOTIATION MASTERCLASS
Programme Overview
This comprehensive negotiation skills training programme shows you how to plan an appropriate strategy for negotiating and for achieving the best outcome possible, whilst maintaining an effective relationship with the other party.
It develops the skills and techniques to professionally negotiate in a range of situations, both formal and informal.
An intensive, engaging and highly participative negotiation training programme involving exploration of skills and techniques, skill practice sessions and personal feedback.
Areas Addressed
Exploration and development of the skills involved in professional negotiation.Understanding and responding to the style and needs of the other party.
Recognising own preferred influencing style and whether this is appropriate for the situation. Different influencing styles, when and how to use them. Powerful influencing techniques and their application.
The importance of and how to establishing trust.
Developing an appropriate strategy, based on a clear understanding of the situation and the other party’s position.
Establishing a realistic negotiating position and defining your “negotiation range”.
Making a compelling case for what you propose.
What “win-win” is and how to achieve it.
A framework for successful negotiation – exploration and application of each stage.
Overcoming resistance and avoiding over-compromising.
Developing and using your BATNA.
WORLD CLASS PROFESSIONAL SELLING
GETTING FOCUSED, ORGANISED & READY TO SELL Profile of the World Class Sales Professional - how do you measure up? Self-belief is king. Techniques Olympic athletes use for gaining competitive advantage. Product knowledge - know your product / service and the competition. Mapping your Sales Cycle and managing each stage effectively. Maximising your selling time through systems and self-discipline. Developing a high quality pipeline - stop focusing on non-productive accounts. TARGETING & GETTING THAT CRUCIAL APPOINTMENT Identifying, researching and targeting quality accounts. Cold calling by phone - what to say to get that crucial appointment. Emails - what to write to gain attention and get a response. Reaching the decision makers. Networking your way to success. HOW TO CONDUCT EFFECTIVE SALES MEETINGS Before each meeting - defining realistic objectives for each stage of the discussion. Structuring the meeting and how to conduct each part. Key skills for establishing rapport and trust and for developing the relationship. Powerful consultative questioning techniques. Intuitive listening. Using and interpreting non-verbal behaviour. Establishing what your client / customer needs and wants. Displaying genuine empathy. |
CRITICAL SELLING TECHNIQUES & HOW TO APPLY THEM Turning product / service features into client / customer benefits. Addressing client / customer needs. Overcoming objections / delays / uncertainty. Influencing techniques - 9 techniques you should be using. Negotiation - getting to “Yes!” Asking for business, and closing the sale in a non-coercive way. Cross selling and up selling. PREPARING WINNING PROPOSALS Preparing proposals that get results. How to structure them and make them easily readable. What to include. Hitting the spot with your reader. Making your Value Proposition stand out. PRESENTATIONS THAT GET RESULTS Making impactful presentations that connect with your audience. Structuring your presentation. What to say, how to say it and what not to say. Differentiating yourself from the competition. Verbal and non verbal techniques. Interacting with PowerPoints. Handling questions. ACCOUNT DEVELOPMENT STRATEGIES Plan your way to success - and follow your Plan! Leveraging upon success, taking the customer relationship to the next level. Account development strategies. Preparing an Account Development Plan. |
SALES PRESENTATIONS
Programme Overview
Want to make an impression when you present to your clients an customers?
Need to present confidently and persuasively in order to close the deal? No tricks or gimmicks, just clearly, concisely and effectively?
That’s what this comprehensive sales presentation skills training programme is all about – enabling you to connect with your audience and get your message across in a memorable, relevant and professional way.
This program succinctly addresses the key topics necessary for successful sales presentations.
Participants will prepare and deliver a presentation. Alternatively, we can address delivery of an existing presentation.
This is an intensive, engaging and highly participative program involving demonstration of skills and techniques, skill practice sessions and personal feedback.
If required, participants can be filmed for feedback and given a copy of their presentation for future reference.
Areas Addressed
The essential basics of successful sales presentations.
Different types of presentations.
Defining your presentation’s objective.
Identifying and addressing your clients / customer's needs.
Structuring and preparing your presentation.
Deciding what information to present and what not to present.
Guidelines for using PowerPoint to develop engaging visuals.
Delivery skills: voice, non-verbal communication and choice of words.
Managing time.
Handling nerves.
Handling tough questions.
SERVICE TRAINING COURSES
Please Click On The Title For Programme Content
HANDLING COMPLAINTS
Programme Overview
This comprehensive and highly participative programme initially quantifies the importance of effective compliant handling.
It provides an opportunity to step back and analyse situations from the customer’s perspective in order to better appreciate their situation and why they are complaining.
The programme then provides a flexible, yet robust approach for handling complaints and develops the necessary skills and attitudes for this, providing skill development opportunities.
Areas Addressed
The cost of complaints to your business and why they are an opportunity.
Understanding the customer’s perspective:
– Why they complain and what they want.
– Why they may not complain and making it easy for them to complain.
A framework for effective complaint handling.
Developing professional complaint handling skills and attitudes:
– Investigation and questioning techniques.
– Encouraging, listening and displaying empathy..
– The importance of attitude.
What “delighting customers” means and why it is critical to business growth.
Adjusting communication style to respond to the style of the customer.
Using Transactional Analysis to manage the customer interaction.
Conflict handling styles and their application.
Maintaining a positive attitude under pressure.
Types of redress and when to apply them.
How to respond in writing – structure and content.
LEADING SERVICE
Programme Overview
This valuable customer service training programme provides a comprehensive approach to developing a culture of “Service Excellence” within a department or an entire organisation. It explains how to develop motivated, loyal, customer-oriented employees who will delight their customers.
It shows service leaders how to introduce Service Behaviours and how to performance manage against them. Additionally, feedback collated from customers and employees is analysed during the program, providing rich data that enables decisions to be taken about service improvement opportunities.
Both a personal development programme and a methodology for service improvement (and ultimately business development), this comprehensive programme will be tailored to the operation and needs of your organisation. The program has four stages: (1) Analysis (2) Leadership workshop (3) Implementation of Service Plan and behavioural changes (4) Follow up and strengthening.
Areas Addressed
Pre-program preparation: Assessment of (internal and / or external) customer satisfaction.Assessment of employee satisfaction. We can use your existing data, if available and current, or will professionally conduct the analysis.
The Service Profit Chain – comprehensive exploration of the link between leadership and great service.
Analysis of customer and employee satisfaction data.
Feedback for each participant in respect of their Service Leadership behaviour.
Development of “Service Leadership” skills and techniques and a Service Plan.
How to introduce and performance manage the Service Behaviours.