Customer Service and Sales Courses

Assertiveness is the quality of being self-assured and confident without being aggressive. Assertive individuals are able to get their point across without upsetting others, or becoming upset themselves. This course focuses on understanding the difference between aggressive, passive and assertive behaviours to improve personal communication effectiveness.

A one day programme focused on written business communication.

To write effectively requires knowledge of the process for constructing written business communications. When applied to various types of written communication such as a report, presentation, memo, letter, e-mail, this knowledge helps produce clear, concise, unambiguous communications.

The programme provides delegates with a chance to obtain the knowledge, test its application, and thus become more confident when faced with a written communication task at work.

Meetings are important for management and communication. When it comes to the serious stuff, face-to-face meetings are effective because they outdo the written words of emails and memos, and out-perform the effectiveness of telephone conferencing.

Meetings are costly of both time and money. A poorly structured and managed meeting will waste the time of everyone, will cost the time of everyone, and make people dread attending in the future.

This course aims to showcase the skills and knowledge needed to chair a meeting successfully

Conflicts can be resolved peacefully and effectively. Peacefully discussing differences of opinion is a healthy way to bring important issues to light and strengthen your relationships with co-workers, managers and suppliers, as well as friends and significant others. This course helps delegates learn how to effectively handle conflict in a way that minimises stress and relieves tension.

Good customer care depends on the attitudes and skills of each individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.

This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control. They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.

This modular programme is designed to further develop the skills of managers and potential managers. Building leadership capabilities across this level should not only strengthen individual skills but also facilitate the transfer of best practice across the organisation.

Between each workshop delegates will be given work assignments to reinforce and embed the skills learned at each workshop. Recognising the busy nature of the delegates role, the design of these assignments will be thought provoking and practical rather than time consuming.

Each module comes with its own set of support notes for delegates to put into a ring-binder, which then builds up into a comprehensive management reference book.

This highly interactive and practical programme will give delegates an opportunity to learn more about themselves and the different working styles of others to increase individual and team effectiveness. They will be working as individuals, in pairs or small groups, engaging with each other to explore the different approaches. Building a team successfully requires awareness and understanding of the needs for a balanced team. This programme has been designed to give delegates both insight and time to explore their personal preferences, highlighting the benefits of getting the correct balance between both managing the task and leading the team.

CLARITY 4D PROFILES

As an optional extra, each delegate will receive either an 11 page Clarity4D Personal Profile or a 20 page Team Profile (recommended). The Profile provides delegates with information on their personality type as an aid to understand more about self and others, which can then be used to identify strategies for enhancing interpersonal relationships and improving communications within the team.

The Profile includes sections on:

Personal style and interacting with others

Personal strengths and areas of hidden potential

Value to the Team

Effective Communication

The Profile will be used as a working document throughout the programme as a basis for self-analysis and group discussions. Delegates may then go on to use it as a personal development coaching tool.

Motivated employees who are satisfied, sufficiently challenged and contributing to organisational goals are vital to organisational success. More than monetary compensation is required for employees to be truly motivated. This course shows managers how to maintain a high level of employee motivation.

This interactive workshop enables delegates to develop and refine their presentation and public speaking techniques.

This course involves a high level of delegate participation.

At the end of the course, delegates will be able to plan, outline, and create a presentation. Delegates will also be able to recognise and apply effective presentation techniques.

Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of an organisation's success. Many people are unaware of the image they portray whilst speaking on the phone. This course teaches delegates how to make and take calls, and how to deal with tough situations on the phone such as complaints.

Time can only be used once. This course teaches delegates how to manage time effectively. It helps delegates keep priorities in focus and avoid time wasting. The course is interactive and includes a high level of delegate participation.