Courses

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Structuring and Delivering Successful Presentations

Overview This course is designed to build confidence in shaping and elivering presentations. It examines the art of a good presentation, shaping the structure to convey a message with optimum effectiveness and appreciating audience requirements.   Course outline
  • Welcome and introductions
  • Elements of s successful presentation
  • Objective of the presentation

Delivering Presentations with the Right Amount of Confidence

Overview

This course focuses on building confidence in delivering presentations. It examines ways to manage stress so that it plays a positive role in the process, considers what we can anticipate and how to deal with unexpected “gremlins” that could derail our delivery. It assembles a “resource cupboard” of stress management techniques, including understanding the essential elements of communication that affect presentations and how to use them to convey a level of warm assurance.

One – day course outline

 

  • Welcome and introductions
  • Course objectives and individual objectives
  • The crucial role of preparation – what can we control?
  • Audience attitude
  • Your inner dialogue – intervening with unproductive thoughts
  • The positive effects of stress and how to harness them
  • Techniques to manage stress in the build up to presentations and whilst “waiting in the wings”.
  • Troubleshooting guide – what can go wrong, anticipation and responses
  • Quick presentation warm up
  • How communication works, what can distort a message
  • Presenting yourself with confidence – posture and gesture, facial expression
  • First impressions
  • Confident voice – how to sound more assured
  • Words that convey a confident attitude
  • Communication “leaks”
  • Shaping speech for easier listening
  • Delivering to the group – each participant to deliver a presentation
  • Summary and action planning

 

Benefits of the training:

 

  • Increased confidence to deliver presentations
  • Revival and enhancement of existing strengths
  • Improved presentation style
  • Increased ability to manage the stress around delivering presentations

Persuasion and Influencing Skills

Overview

Teams work better when everyone is engaged and committed to achieving the same objectives. As everyone has their own mind and ideas, we often need persuasion in order to change someone’s attitude or behaviour. To get people on board at all levels, we constantly use influence – from the Latin word ‘influere’, meaning ‘to flow into’. Influencing tactics can result in either commitment, compliance or resistance.Understanding persuasion and influencing skills helps us convince people around us to say ‘yes’ and commit to supporting our goals.

One day course outline

 

 

  • Defining and differentiating persuasion and influence
  • What is your current preferred influencing style?
  • Benefits and drawbacks of different methods
  • Principles of influence
  • Leadership and relationship – ways to change peoples’ behaviours without arousing resentment
  • ‘Push’ and ‘pull’ styles – analysing the results
  • Ego states in communication – parent, adult, child
  • Communication patterns
  • Interpersonal communication ‘mix’
  • Matching and mirroring to help build rapport
  • Aggressive, passive and assertive styles of communication
  • Barriers to successful persuasion
  • Encouraging the adult with assertive communication
  • Shaping the message for optimum outcome
  • Practicing delivery
  • Summary, review and questions
  • Action planning

 

 

Benefits of the training

 

  • Increased awareness of different influencing styles
  • A more positive approach to persuasion and influencing
  • Improved communication skills
  • Supporting cooperative, collaborative working relationships

Telephone Skills for Building Client Relationships and Job Satisfaction

Overview

  • Welcome and introductions
  • Course objectives, group objectives
  • How we use the telephone
  • First impressions
  • Telephone and professional etiquette
  • Micro – Moments of interaction that shape the relationship
  • Communication mix
  • Verbal – the words we use
  • Vocal – the way we say it
  • Visual – body language and facial expression
  • What can the other person “see” over the telephone
  • Communication “leaks”
  • The primitive response
  • Steering the conversation with effective questioning
  • The challenges of accurate listening  – quiz
  • Active Listening
  • Dealing with difficult situations
  • Positive complaint handling
  • Summary of excellent phone management
  • Clarifying information
  • Summary, review and questions
  • Personal Action Plan

 

Benefits of the training

 

  • Improved communication skills on the telephone
  • Increased understanding of the client experience
  • Enhanced awareness of the crucial role of excellent service
  • Additional strength and confidence under pressure
  • More job satisfaction and enjoyment

Excellent Customer Care face – to – face

Overview

In an ever more demanding environment, this course is for staff regularly meeting customers face to face who want to provide the highest level of service and gain more personal job satisfaction. It also serves as refresher course for more experienced staff to refresh and enhance existing skills.

One – day course outline

 

  • Course objectives, personal objectives
  • Who and where are our customers?
  • 21st century communication issues
  • As a customer, how do you like to be treated?
  • The service equation – functional and emotional
  • Micro – moments of interaction
  • The importance of first impressions
  • The communication mix
  • Visual – facial expression, body language, posture and gesture
  • Vocal – tone, speed, pacing, pitch, clarity and inflection
  • Verbal – the words we use
  • Communication “leaks” in unguarded moments
  • Building in considerations for broader requirements e.g. hearing impediments
  • Effective questioning
  • Accurate listening skills – quiz
  • Active listening
  • Different types of customers
  • Taking an assertive stance – the qualities of assertive communication
  • Assertive techniques – basic, broken record, negotiation / empathetic
  • What type of customer behaviour do you find challenging?
  • Assertive responses to difficult situations
  • Dealing with outbursts of anger
  • Non – stop talkers
  • Coping Strategies
  • Questions, summary and review
  • Personal action plan

 

Benefits of the training

 

  • Deeper understanding the vital role of Customer Service
  • An appreciation of what customers need and expect
  • Awareness of how “micro – moments of interaction” shape our customer relationships
  • Improved communication skills
  • Understanding the needs of different types of customer
  • Approaching and dealing with problems in a positive manner
  • Enhanced quality of working life

Reception to Perfection

Overview

An excellent Receptionist is a most valuable resources for any organisation. As the first point of contact, Receptionists shape peoples’ immediate and consistent impressions. They are responsible for disseminating information whilst juggling a large range of activities, many without any advance notification. Reception to Perfection deals with the essential skills to represent a firm for best possible effect, provide new, existing and internal customers with a first class service and boost the confidence of these crucial members of any team.

One – day course outline

  • Welcome and introductions
  • Course objectives and personal objectives
  • The challenges and effects 21st century communication
  • What makes an excellent point of Reception and why is it so important?
  • Who and where are our customers?
  • As a customer, how do you like to be treated?
  • What makes people feel valued?
  • Objective and subjective aspects of customer service
  • ‘Micro moments’ that shape the relationship
  • Definition of communication and barriers to good communication
  • The ‘recipe’ of verbal, vocal and visual
  • Differences between communicating face-to-face and on the telephone
  • Communication ‘leaks’ and the primitive human response
  • The impact of visual communication – body language and facial expression
  • Voice – tone, speed, volume, pitch, clarity, inflection, pacing
  • Words – positive words and phrases compared with negative terminology
  • Professional greetings face – to – face –
  • Steering the conversation with effective questioning
  • How we use the telephone
  • Qualities of the telephone
  • Non verbal communication on the telephone
  • Professional telephone etiquette
  • Taking and leaving messages –
  • Clarifying information
  • How accurate are your listening skills?
  • Active / empathetic listening
  • Understanding how different people communicate – shaping a message to help the other person feel understood
  • Recognising different styles of behaviour – aggressive, passive and assertive
  • Qualities of assertive communication. – verbal, vocal and visual.
  • Assertive techniques – basic, persistence, negotiation / empathetic
  • Words – the most useful ones to use with stressed people
  • Challenging situations – what do you find difficult and how do you respond?
  • Dealing with outbursts of anger
  • Bringing non – stop talkers back from their tangent
  • Constructive ways to say ‘no’
  • Strategies to help build resilience and bounce back
  • Summary, review and questions
  • Action plans

Benefits of the training

 

  • Enhanced understanding of the vital role of the Receptionist
  • Improved communication skills
  • Increased ability to deal with different types of customers and situations
  • Efficient and effective information flow within the business
  • Additional confidence

Managing Difficult Client and Customer Behaviours

Overview

Clients and customers who are the hardest to please can also be the most satisfying. However, we need the right techniques and coping strategies to avoid problems, and solve crises. With the right skills, techniques, and understanding we can deal with the more demanding and difficult customer beahviours in positive, professional, and constructive ways whilst maintaining dignity and self esteem.

Course Outline

  • Welcome and introductions
  • Course objectives, group objectives
  • In what ways are customers’ behaviours difficult or challenging? – Angry, rude, non stop talkers?
  • What demanding customers really want
  • Why people complain
  • As a customer, how do you like to be treated?
  • Customer needs and expectations (normal service v. problems / faults)
  • Qualities of the telephone
  • Communication mix – telephone compared with face to face
  • Words; voice; body language and facial expression
  • Communication techniques for tricky situations
  • Effective questioning
  • Listening skills for accuracy (quiz)
  • Four levels of listening; benefits of active listening
  • Anger management curve
  • Assertive responses to difficult situations
  • Gracious ways to say “no”
  • Staying calm under pressure
  • Taking things professionally rather than personally
  • Summary, review and questions
  • Personal action plan

Benefits of the training

  • The ability to see beyond the difficulty
  • Understanding why people may be demanding
  • Techniques and key words to soothe and calm difficult customers
  • Improved communication skills
  • Staying serene when confronted with outbursts of anger

Shaping Content and Effective Email Communication

Overview

The immediacy and frequency of email means that it can be challenging to anticipate how the receiver will react to a message. As we have only words to convey information, they are open to misinterpretation. Using this medium to best effect means generating optimum clarity and  anticipating areas of possible misunderstanding. Now we have this wonderful resource, we can benefit from using it to best effect rather than take it for granted. Once we know these techniques and they become part of the process the few moments for consideration can save us a substantial amount of time in the long run.

One – day course outline

  •  Welcome and introductions
  • Course objectives, personal objectives
  • Checklist of open questions in advance of sending any message
  • Anticipating areas for possible misunderstanding
  • Putting ourselves at the other person’s desk – conveying a message with the receiver in mind
  • Structuring a message
  • Email communication –
  • Attitude
  • Linguistic content
  • Operational
  • Phrases than can indicate a communication breakdown
  • How effective is this email and what are the other options – analogue or digital?
  • Who are you copying into the message and why?
  • Replying to emails – the difference between a knee jerk reaction and a measured response
  • Summary, review and questions
  • Action plans

Benefits of the training

  •  Increased awareness of how to be completely clear using words only
  • Time saved through reduced misunderstandings
  • Appreciation of the relationship between quality and speed
  • Enhanced understanding of how others might receive a message
  • Improved resilience with clumsy incoming messages

Professional Telephone Sales Techniques

Overview

Selling over the telephone is both an art and a science. This course equips participants with an understanding of how the telephone works in a sales capacity, how to use it to optimum advantage, and the process for any sales call.

One – day course outline

 

  • Basic rules of selling and why people buy
  • Qualities of the telephone
  • The 7 Ps of professional telephone selling
  • The communication mix on the telephone
  • Accurate listening
  • Structure of a sales call (AIDA)
  • Attention – first impressions
  • Interest – effective questioning to gather information and establish need
  • Desire – features and benefits
  • Matching benefits to customer needs
  • Identifying buying signals
  • Meeting and overcoming objections
  • Action – closing a sale and asking for the order
  • The importance of testimonials
  • Planning a call
  • Organisation
  • Personal action plan

 

Benefits of the training

 

  • Understanding of customer buying needs and the sales process
  • The ability to steer a sales call
  • Awareness of customer buying signals
  • Positively meeting objections
  • Techniques for closing with confidence

Managing Remote Teams in the 21st Century

Current circumstances mean that either entire or parts of the work force are working from home. Physical separation brings challenges for performance standards and  team cohesion. This half – day course addresses the essential skills on both operational and interpersonal levels to help people adapt and achieve the best outcomes.

Course outline

  • Welcome,  introductions and objectives.
  • Overview of remote working – challenges and opportunities.
  • Understanding your team dynamic, awareness of strengths and development areas.
  • Overview of management styles and situational leadership.
  • Maintaining motivation and trust levels
  • Being visible from a distance – the crucial role of consistency.
  • Creating a communication strategy, common understanding of methods and timing.
  • Rewarding positive behaviour and addressing any negative.
  • Recognising the needs of different personality types.
  • Conducting video conference meetings for optimum engagement.
  • Offering encouragement and emotional support.
  • Creating a safe space for expressing problems.
  • Collective identity, cohesion and connection – opportunities for the firm to interact.
  • Summary, review and questions

Benefits

  • Deeper appreciation of critical factors in remote management.
  • Understanding of management styles for different situations.
  • Remote communication strategies to support performance standards
  • Recognition of ways to strengthen and support the team. © Candida Bowman 2020

Critical Factors in Maintaining Motivation

Levels of motivation generally surged as we embarked on the changes brought about by Covid 19. However, fluctuations can set in, especially during times of uncertainty. Managing these helps people to maintain consistent quality, both  of output and working life.

This two – hour session focuses on the fundamentals of motivation with some ideas of ways to  sustain and revive flagging spirits.

 

Two – hour course outline

  • Comparing motivation theories
  • The effects of change and transition
  • Ways to motivate at different stages
  • Shaping motivation to suit different personality types
  • Motivating through positive communication and high level listening

 

Benefits

  • Help to improve efficiency and effectiveness
  • Better working atmosphere
  • More constructive team attitude
  • Ability to “style flex” according to individual approach

Remote Communication to Benefit both Manager and Team

Sometimes there’s no “off switch” with remote team management. The urge to support people and be available must be structured to help productivity, team members and also managers’ own needs. In this one – hour session, we consider methods and relative purposes of communication, how to be visible and approachable whilst maintaining  suitable clear time for yourself.

 

One – hour course outline

  • Methods and timing of communication
  • Clarifying and conveying availability for general questions and specific issues
  • Explaining response times to emails
  • What team members should do in case of urgency or emergency
  • Planning and distribution of tasks
  • Systems for collaboration with shared information
  • Providing feedback

 

Benefits

  • Mutual understanding when and how to knock on management’s door
  • Reassurance for the team about availability of management support and guidance
  • Streamlined information distribution
  • Stress reduction

Creating a Communications Strategy for Team Cohesion and Connection

Remote working means that we need to construct an environment both for efficient dissemination of information and the more informal conversations that are integral to working life. This session looks at ways our digital selves can become more effective and comfortable in order to support the team dynamic and cooperative, collaborative working relationships.

 

90 minute course outline

  • Conducting a video conference for maximum participation
  • How a video conferencing affects interpersonal communication
  • Timing and frequency of team meetings
  • What does the team need to develop and enhance working relationships?
  • Formats for more informal interaction
  • Group and small group collaboration –  possibilities for problem solving and creativity

 

Benefits

  • Maintaining and developing the working relationship dynamic
  • Improving the the sense of interactive working
  • Reduction of separation anxiety
  • Opportunities for fun and spontaneity

Raising and Restoring Confidence

Amongst the consequences of 2020, is that familiar infrastructures  have either disappeared altogether or been distorted.  One of the outcomes is that areas of certainty  and where we’ve been  unconsciously competent, might have altered.

From being sure – footed, there is now a measure of apprehension. Recognising the psychological effects is the first step in increasing and improving levels of confidence.  This course explores  some strategies which can  support us in the confidence raising programme and help us back onto solid ground.

 

One – day course outline

 

Analysis (pre – course preparation)

 

  • What’s changed? Does anything concern you now that didn’t bother you before?
  • How is any dip in  confidence manifesting?
  • Describe the blockages to optimum confidence as a physical presence – sight, sound, smell, taste and texture.
  • What do you want to retain and why is it important?
  • Is there anything from pre – 2020 that you would prefer to discard?
  • What difficulties have you overcome in the past?

 

Self Management

 

  • The relative attributes of your best and worst ever managers.
  • How are you managing yourself by comparison?
  • How do you want to be?
  • Recognising what Increases and decreases our feelings of well – being.
  • Radiators and drains -considering the people in your life. How to insulate against the drains.
  • Worries – ways to take control

 

The Inner Dialogue

 

  • What do you say to yourself?
  • When do any negative messages switch on, or are they a constant hum?
  • Are any old scripts re- emerging?
  • Understanding what generates behaviour.
  • How to re – tune to a more positive programme.

Accelerating Confidence  

 

  • Incremental steps to confidence – the power of small challenges and changes.
  • How to set the most useful objectives
  • Identifying the relevant personal permissions.
  • Recreating times of maximum confidence and positivity.
  • Reviewing and reshaping times of negativity.

 

The Symbiotic Relationship Between Confidence and Assertiveness

 

  • Qualities of assertive and confident communication
  • Visual – body language and facial expression
  • Vocal – speed, volume, pitch, clarity and inflection
  • Verbal – words
  • Assertive techniques – basic, persistence, negotiation / empathetic
  • Summary, review and questions
  • Action planning
If you would like to enquire about any of the above courses you can use the form below or visit our contact page.