The Group
Leadership, Development, Growth
Training
Public Courses
Advanced Presentation Skills - Masterclass
This is an advanced course developed for senior management who already have experience of presentations but wish to become masters of the art.
Customer Care Today
THE Group are pleased to offer this essential one day customer care workshop, this exciting and innovative workshop has been designed specifically to support companies who rely on exceptional customer care from their staff. During this day you will understand the concept of customer care, increase sales and repeat business, handle difficult customers professionally and identify and exceed customer expectations.
Customer Service
The ability to keep your customers happy is the cornerstone to any long term business success, yet we all tend to associate customer service with how to handle problematic customers, whereas when it gets to that stage it is essentially a bit late! This interactive workshop helps participants to understand the importance of day to day customer service, whether in person or over the telephone, and how to use truly effective tools and techniques to ensure that they are your best sales channel!
Delegation
By the end of this 1 day session learners will be better equipped to manage the increasing demands of a modern day work life.
Delegation remains one of the critical management processes which done
badly has significant negative impact on the achievement of tasks and
staff morale. Done well, it builds innovation, trust and motivation.
This programme is aimed at those with line management responsibility, or those who manage through influence on projects.
Delivering Customer Excellence
During this enjoyable day you will find out how to identify internal & external customers, legal & organisational responsibilities, identify customer service problems, select and implement the best solution. You will also be able to obtain customer feedback, use team work to improve customer service and handle difficult situations using negotiation.
Developing Performance
Learn how to receive the benefits of productive working relationships by managing conflict, develop professionalism and mutual support, measure staff turnover and identify reasons, recruit & select the best staff, learn how to identify colleagues learning needs, creating & reviewing development plans and evaluating the success of learning.
Effective Selling Skills
Nearly every role in business today involves a sales element to some degree, whether it’s selling ice to Eskimos or a concept to a client. However, there are very few people, professional sellers included, that would claim to have perfected the art and overcome all those bad habits that can lead to the loss of a sale. This highly interactive workshop takes participants through what makes a good sale and the opportunity to experiment with a variety of different sales approaches to see what best compliments your style AND the environment you’re selling in.
Embedding Coaching
Many organisations have already bought into the benefits of coaching as a performance management and development tool, yet many such companies still claim to suffer problems in embedding a coaching culture into the organisation to ensure its long term effectiveness. This workshop investigates the importance of your definition and expectations of coaching, the use of line managers and the discrete practices that are often overlooked as a way of embedding coaching.
Getting your point across and self esteem for women
An interactive event for women, focusing upon assertiveness skills, increased self confidence, improving communication skills, increasing self motivation and adding even more value to their work.
Handling Conflict
Delegates are encouraged to look at two fundamental personal requirements necessary to handle conflict effectively?¢‚Ǩ¬¶ the Right Attitude and the Right Approach.
How to Build Effective Teams
This is of course the goal we all strive for when managing teams. Developing a set of individuals into a high performing team is a key challenge for todays manager.
HR Suite: Appraisals
Appraisals are still commonly something that are dreaded by staff and viewed as something that is ‘done to’ people. Yet when done properly, they can be one of the most motivating and organisationally beneficial performance activities available. This interactive workshop takes delegates through the tools and techniques required to have a productive appraisal and ensure that both the individual and business benefit.
HR Suite: Disciplinary & Grievance Procedures
With employment law protecting the employee to a greater extend every day, management are increasingly unsure about how they can formally address someone’s unacceptable performance / conduct. However, if the issue goes unaddressed, it has a habit of not only getting worse, but spreading beyond that individual! This workshop helps participants to recognise what they can and can’t do when disciplining someone, and how to conduct an investigation.
HR Suite: Employment Law Basics
The extent to which employees are aware of their rights these days is presenting employers with a continual uphill struggle to ‘stay ahead of the game’ and ensure that you don’t end up on the receiving end of an Employment Tribunal when trying to manage your business. This workshop outlines the main areas of legislation that commonly affect employers and not only informs you of the basic right and liabilities that you need to be aware of, but also assists you in translating them into practical working practices.
HR Suite: Measuring Training Impact
Working with tight budgets in good market times is hard enough, but when things get tough the first budget to get cut is usually the training budget! Why? Because despite the fact that we all know that training our people contributes to the bottom line, we can rarely prove it with facts and figures. This workshop takes participants through the tools and techniques to help HR and management more clearly measure the return on investment.
HR Suite: Policies & Procedures
Many small and medium sized companies will employ staff with relatively few HR problems. However, it is only when someone does something wrong or makes a request that gets declined that staff start asking questions about what is and isn’t allowed. This workshop outlines the main policies and procedures that any sized business can benefit from, without the red tape, jargon and politics that usually occur in larger companies!
HR Suite: Recruitment & Interviewing
Recruiting a new person is never an easy task, and at the best of times seems like making an educated guess. Yet the cost of getting it wrong can be catastrophic to both the business and the team of people involved. This workshop explores the different ways of attracting ‘the right people’ for the role, along with the progressive and statistically reliable methods of ‘sifting’ those people to find exactly what you are looking for.
HR Suite: Robust Induction
When we employ a new member of staff we need them to be operational as quickly as possible, which is why most of us put them out there to get their hands dirty sooner rather than later, with many inductions not covering a lot more than “there are the toilets” and “you know where I am if you have any problems”! However, we are all aware that this ends up causing more problems that we started with! This workshop takes delegates through the stages of the employee lifecycle and shows you how to start measuring competence and developing people more quickly from the second your new starter walks in the door.
Influence and Persuasion Skills
The ability to say what we think whilst showing respect for others allows us to make valuable contributions in the workplace. This course is about being able to define our individual power to have influence in the workplace. It covers how to be successful through effective relationships and how to improve persuasion skills. Underpinning all these capabilities are the essential communication skills that allow us to have influence. Delegates will learn how to harness their personal power, influence effectively and persuade others in order to positively influence outcomes at work.
Innovation Staying ahead of the competition
Modern organisations are looking to staff to be more innovative in their approach. During this workshop you will realise the difference between creativity and innovation, make time for idea development, be able to provide constructive feedback on ideas, develop your own creativity, recognise and manage the risk involved with innovation, develop a proposal/business case and plans for implementing ideas and use talent to achieve organisational goals.
Introduction to NLP
NLP (Neuro Linguistic Programming) is a study of communication in the sense that it looks at the relationship between what our brain does to communicate and the way that our body responds. Although this sounds like a very academic subject, the reasoning applies to a range of day to day activities from how we negotiate effectively to how to break those annoying habits like interrupting! This interactive course outlines the theory behind NLP and introduces you to some of the key NLP tools and techniques you can use on a day to day basis to communicate more effectively.
Leadership Concepts/Supervisor-Team Leader Skills
The role of the team leader
Negotiation & Influencing
We use negotiating and influencing skills in every day business, whether it is in meetings, with clients or with our managers! However, there are very few people who would say that these skills were strong. This interactive workshop provides participants with the knowledge and skills to be more effective when seeking mutual agreement from others.
Performance Appraisals
Motivation as a product of successful performance management
Performance Management
As a manager you are expected to deliver on two lines of responsibility – task outputs and people management, and if your people don’t perform then you can’t deliver the task outputs, making performance management one of the most critical yet elusively difficult aspects of any management role. This workshop outlines the common theories behind poor performance, the most effective ways to address them, and how to structure and measure movement from underperforming to over performing.
Presentation Skills
Standing in front of any audience is daunting for even the most seasoned professional, whether your objective is to deliver knowledge or persuade people to action something. This highly interactive workshop will not only take you through the tools and techniques that can help you do that more effectively, but also enable you to start putting them into practice in a safe environment to receive targeted feedback and coaching to improve your technique before the day is out!
Running Effective Meetings
How much time do
you spend in meetings?
How much time is
wasted on meetings that are not set up or run well?
With the
increasing amount of time organisations are placing on groups making decisions,
the emphasis on these meetings being run well is growing.
This programme
will give you the key skills of running meetings that are influential,
interesting and useful.
Team Building
With the need for people to be a ‘team-player’ becoming more and more a part of peoples job descriptions and performance management requirements, the need for effective teamworking has never been more. Yet people working in harmony and performing highly at the same time doesn’t often happen naturally! This workshop helps delegates better understand the ups and downs of teamworking, along with the methods and techniques to make the process less painful.
The business case for equal opportunities and diversity
Are these the kind of things you hear said but youre not sure how to deal with them or how they elate to your business? If so, this course is for you. This interactive course addresses the business case for Equal Opportunities and Diversity by examining Equal Opportunities and Diversity, the key legislation, identifying where prejudices and stereotypes come from, and identifying practical ways to challenge discrimination.
The power of metaphor in business
As a business leader, you have to communicate information both
internally and externally. Yet without a frame information has no
meaning.
This interactive course addresses the power of metaphor as a tool to
help you communicate the values of your organisation. The more you
understand about this tool the better and more precise you can be about
fashioning metaphors that make your information meaningful.
The Work Style Analyser (WSA)
WSA is a unique psychometric instrument which provides a wealth of highly accurate and useful data about an individuals working style.
WSA is not a measure of ability, but is a highly accurate diagnostic and predictor of working style strengths and limitations.
WSA is extremely good value for money when compared against similar instruments in the psychometric marketplace.
Time management
We all have to handle a high level workload, conflicting priorities and moving goal posts every day. However, the way in which we do this happens to varying degrees of effectiveness. This workshop focuses not only on the tools and techniques that could help you handle these pressures with less stress, duplication and wasted effort, but also helps you understand why you work the way you do, unearthing the reasons and root causes of your working style, helping you more effectively choose the techniques that compliment your working style, rather than forcing a change that will end up with the return to bad habits!
Train the Trainer
With training budgets always being tight it is ideal to be able to deliver your own training programmes. However, the last thing you want is to compromise on quality and effectiveness. This wholly interactive workshop takes delegates through the academic and practical techniques that are proven to improve the delivery of training programmes regardless of discipline.
Trouble Shooting Competencies
Every organisation has to manage and measure performance and
competencies are a way of measuring what a job-holder does and how the
job is performed.
This interactive course gives you the knowledge and confidence to
develop, introduce and trouble-shoot competencies in the workplace and
will address what competencies are, how to write them, how to introduce
them and how to implement them.