Tools and Techniques of Stress Management

People will leave this courses with a useful set of tools and techniques that they can deploy both for their own use and can also share these skills with clients and colleagues. . The day includes:

Robertson House

|

August 14, 2018

|

£

146.00

Book Now via eventbriteBook Now via email - EMAIL US AT training@civicostraining.org

More courses from Civicos

Getting Ready for GDPR: Prepare for the changing laws on data protection

May 11, 2018

£

55.00

The General Data Protection Regulation (commonly known as GDPR) is the most important change in data privacy regulation in decades. It aims to protect citizens from privacy and data breaches in a world that is vastly different from 1995, when the last laws were put in place. If your workplace maintains data on clients or other individuals, it is essential that you get up to speed with the new law.

The enforcement date is 25 May 2018. From then, non-complying organisations will face heavy fines.Are You Ready?

Civicos Training has designed this special one-day training session, covering all the main aspects of the new law. Keeping jargon to a minimum, and using slides, handouts, a workbook and group-work, we look at the key articles of GDPR, and tell you what you need to do to be compliant. We cover: 

  • The purpose and application of the GDPR
  • What can go wrong?
  • Types of personal data
  • GDPR principles
  • Processing personal data
  • Myths and realities
  • Who can you give information to?
  • Our eight rights
  • Children
  • Keeping data secure
  • Do’s and Don’ts
  • Scenarios

Dealing with Difficult Situations

May 24, 2018

£

142.00

In this one day course you will learn techniques to help you communicate more effectively in difficult situations, and to address issues that might otherwise fester and escalate. We look at:

  • Recognising classic situations where conflict may grow 
  • Develop non-aggressive but assertive skills behaviours
  • Developing strategies for resolving conflicr to stop conflict escalating
  • Recognising personality types – including your own

Writing First-rate Reports

May 29, 2018

£

142.00

This course is for anyone who dreads writing reports, or who struggles to get their clear meaning across. Over one day, you will learn the tips and techniques to help you produce accurate, concise, clear and well-structured documents. We look at:

  • Types of reports – what is best for you
  • Gathering your facts and figures
  • Saying what you mean to say – simplicity, clarity, structure and jargon-busting
  • Beating procrastination and the dreaded writers block.

Microsoft Excel Level Two

June 12, 2018

£

146.00

This course is for those who have some existing knowledge of Excel functions, and who wish to update or refresh their skills. Learn to organise table data, present data as charts and enhance the look and appeal of workbooks by adding graphical objects. Upon successful completion of this course, students will have the necessary skills to:

  • Organise worksheet and table data using various techniques
  •  Create and modify charts
  • Insert and modify graphic objects in a worksheet
  • Customise and enhance workbooks and the Microsoft Office Excel environment

 Course Content

  • Review of Formulas and Functions: Further Formulas and Functions: Working with Dates and Percentages: Functions and the Formula Palette: Absolute Cell Addressing: Displaying Underlying Formula
  • Printing and Formatting: Printing Techniques: Custom Formatting: Hiding Columns and Outlining
  • Worksheets and Workbooks: Working with Multiple Worksheets: Working with Multiple Workbooks: Creating a Workspace
  • Working with Lists: Filtering Data: Sorting Data: Analysing Data using Subtotals
  • Creating Charts: Modifying Charts: Printing Charts: Further Customisation
  • Other Features: Sharing Workbooks: Worksheet Auditing: Adding Comments to Cells    

Minute Taking

June 14, 2018

£

146.00

Ensure that meetings are worthwhile and productive by learning the skills and confidence to record accurate and concise meeting notes. Over the day, we look at:

  • Understanding the purpose of minutes and the different types
  • Preparing for the meeting. Is it formal, informalWho is attending? What is expected of you?
  • The duties and responsibilities of the Chair and minute taker (and the relationship between them)
  • Being ‘in the room’. Listening skills, getting clarity, keeping track
  • Capturing and distilling key points
  • Clear presentation of minutes

Train the Trainer (a two-day course)

June 19, 2018

£

292.00

This two-day course will enable you to develop the techniques and the personal qualities needed to prepare, deliver and evaluate high quality training. We look at: · The training cycle, from planning and preparation to delivery and evaluation · The importance of setting ground rules with your learners · Different teaching methods – what is best for you? · Designing a course · Pacing your training session · Different learning needs and styles · Visual aids and learning tools · Feedback skills · Your long-term personal development as a trainer On the second day, participants will have the opportunity to present a short training lesson to the group, using the skills they have learned.

Developing Self Confidence and Self Asserertion

June 19, 2018

£

146.00

Most of us loathe confrontational situations, and we have all at various times in our lives felt that we have come off worst in a situation because we got flustered, felt shy or intimidated, or simply could not think of decent responses.

If you recognise this - then do not worry. Building self-confidence and self-assertiveness is easier than you think! This course will teach you the key tips and techniques that you need in order to:

  • Be more able to resist the pressures of excessively dominant people
  • Take more control of a situation, and get your voice heard
  • Gather your thoughts and marshal your arguments so that you do not ‘lose it’ when making your case

Making Great Presentations

June 26, 2018

£

146.00

All of us have witnessed really good presentations – and really bad ones! And so we all know the difference that a quality presentation can make to how the audience reacts. The truth is, great presenters are seldom born – most have learned some simple rules and techniques that they use to make their case more interesting and compelling. And you can too!  In this one day session, we look at:

  • First principles - deciding what you want from the presentation Telling your story – and layering your information
  • Death by PowerPoint! What to include – and what to leave out
  • Engaging your audience - body language and demeanour
  • Beating the jitters – ways to calm your presentation nerves

Effective Support and Supervision of Staff

June 28, 2018

£

146.00

Giving strong support and supervision to staff can make a world of difference to how they perform.This one-day course is suitable for managers, team leaders and anyone who has to oversee and motivate others. We examine key mechanisms that can be applied to any group and which make for effective support and supervision of both individuals and teams. Discover a mix of hard-skills and soft-skills ranging from

defining your role and their role, establishing expectations

  • Setting boundaries
  • Earning respect
  • Creating a constructive and sharing atmosphere
  • Giving feedback
  • Dealing with conflicts and tensions
  • Underlying causes of poor performance
  • listening skills
  • Training Needs Analysis

Microsoft Excel Level One

July 4, 2018

£

155.00

You will leave this one-day session with the basic skills necessary to create, edit, format and and manipulate spreadsheets data. No previous experience of Excel is necessary, but attendees should have a basic understanding of PCs, including familiarity with keyboard and mouse. Course Objectives

  • Create a basic worksheet by using Microsoft Excel 2010
  • Perform calculations in an Excel worksheet
  • Modify an Excel worksheet
  • Modify the appearance of data within a worksheet
  • Manage Excel workbooks
  • Print the content of an Excel worksheet

Course Content

  • Getting Started: Using Selection Techniques: Entering Data: Saving and Closing Workbooks : Modifying Workbooks : Moving and Copying Cell Contents : The AutoFill Feature : Inserting and Deleting Rows & Columns
  • Formulas and Functions: Creating Formulas: Working with Functions: Displaying Underlying Formula
  • Printing and Formatting: Printing Workbooks: Spreadsheet Formatting: Freeze Panes: Smart Tags and Action Buttons

First-rate Microsoft training, at typically less than 60% of the market cost. Civicos Training and Communications has teamed up with Indicia Training to help deliver our Applications training. Glasgow-based Indicia Training is one of the leaders in training Scottish business. All their Applications instructors are Microsoft Certified Trainers, and the company has been passed through the Microsoft Quality Assessment Programme. Our partnership with Indicia means that you get:

  • Industry-leading training at typically less than 60% of the cost being paid by High-Street companies
  • Access to a FREE email and telephone helpline for a full year after your training

Speaking in Public (a 1/2 day course)

July 5, 2018

£

74.00

Speaking in public need not be fearful or daunting! You will leave this half day course with tools and techniques that will make youa more assured and confident speaker in front of an audience. We look at:• Preparation for speaking to an audience.• Ways to build your confidence and beat anxiety• Voice - diction, rhythm and pace • Positive and negative body language• Connecting with your audience • Using dynamic rather than passive language

Great Customer Service

July 10, 2018

£

146.00

Great Customer Service

This day focusses on how best to serve your customers and clients so that they have the best experience of your organisation, and come back for more!

 We work to develop knowledge of the different types of customers using role play and watching short clips on customer service, and we work through a Communication Skills Audit to identify gaps and provide information on how we can arrive at the best outcome.

Other course content includes:

·        What is customer loyalty and how do we earn it?

·        Customer Focussed results; knowing your customer; who are they? What do they want? Can you put yourself in their shoes? Are you able to articulate what you can do for them?

·        Roles and responsibilities at different levels of customer service.

·        Time management when working with customers and clients.

·        Asking and responding; making the customer feel heard

·        Handling complaints; keeping calm; ways to calmly handle even the most negative customers; asking clarifying questions; putting the focus on what you can do to help

Coaching Skills for Great Managers

July 12, 2018

£

146.00

This day is a new concept in Personal Development, developed exclusively for Civicos Training by trainer and self-help practitioner Donna Connor. Over the course of a single day, we take you through three of the most popular self-help therapies. Get the life tools you need to thrive and flourish!

Getting started in NLP

NLP uses suggestion, visioning techniques and repetition to create new and more positive pathways between the neural connections in your brain. This means that your brain stops working against your own best interests and is much more receptive to making worthwhile changes to your outlook and behaviour. In this short session, Donna will take you through some simple NLP techniques and strategies that have helped her and millions like her to gain a better perspective during stressful times.

Vision Boarding

A vision board is a way of tracing the path to “the you” that you really want to be. At its core, it is a visual representation of all the things that you want to do, be, and have in your life. This two-hour session gives you the chance to open yourself and to truly focus on what you want - in your life, business, health, employment and free time.

Emotional Freedom Techniques (Tapping)

Developed from acupuncture, Emotional Freedom Techniques falls under the general description of Meridian Energy Therapy. Rather than inserting needles, EFT stimulates meridian points on the body by simply tapping on them. The therapy can assist with phobias and allergies as well as helping with stress management and general confidence levels. You will leave this workshop with the tools to fully use this technique on yourself.

Emergency First Aid at Work

August 9, 2018

£

124.00

This training is suitable for everyone who has an interest in learning the basic first-intervention skills that can prevent an accident or medical emergency from escalating into something much worse. The course first looks at how best to assess the situation. What is the issue? Is the person responsive? Can they breathe? Are you the best person available to help? We then look at the skills to make basic interventions in different accidents and emergencies, whether it be bleeding, choking, chest pains or burns.

This training is certificated by SafeCert. Certification is awarded upon successful completion of a short examination on course content, which forms part of the day.

Career Coaching

August 14, 2018

£

146.00

Tools and Techniques of Stress Management

August 14, 2018

£

146.00

People will leave this courses with a useful set of tools and techniques that they can deploy both for their own use and can also share these skills with clients and colleagues. . The day includes:

  • Awareness and relaxation skills
  • Relaxation and visualisation skills
  • Visualisation and problem solving/goal setting skills
  • Goal setting and useful thoughts
  • Remaining relaxed in turbulent times 

Finance for non-financial people

August 21, 2018

£

146.00

This one day course is designed for managers who need to know the basics of business finance – but who have never really got to grips with the subject.In a friendly, jargon-busting environment, we look at the basic accounting needs of a typical small-to-medium sized organisation, and how these are met.

For managers looking to distinguish between spread sheets and balance sheets, this course will cover:

·        The basic terminology and accounting concepts

·        The financial year and how it is reported

·        Key financial statements such as profit and loss, balance sheet and cash flow

·        Interpreting a set of accounts (using real life examples)

·        Understanding how your team or department is accounted for in financial terms

Facilitation Skills

August 23, 2018

£

146.00

For any meeting or project to achieve a successful outcome, first-rate facilitation skills are vital. A good facilitator will ensure that all voices are heard, that key messages are understood, and that there is commitment by every person involved.

In this one-day course, you will learn to design and manage facilitation processes that you can use time and again to ensure the success of your meetings and projects. We look at the range of skills and tools needed by a great facilitator, including;

  • planning your desired outcomes in advance
  • understanding group dynamics
  • choosing the correct group process – what is best for you?
  • selecting the tools that best help the group progress
  • designing a realistic agenda
  • keeping everyone engaged – and dealing with sceptics
  • getting buy-in and shared responsibility
  • recording outcomes, actions and questions are properly recorded and actioned, and appropriately dealt with afterwards. 

 

Managing In Difficult Environments

August 28, 2018

£

146.00

Managing people can be a rewarding but also challenging experience. This course explores ways in which to manage employees fairly.

Often, as a manager, you find yourself in a situation where you have to manage not just the situation but also the emotional input of the people involved. Managed well, these moments can have a positive outcome. But managed poorly or ignored they can be disastrous for staff morale and effectiveness. In this interactive course we look at:

  • Recognising the warning signs of challenging scenarios
  • Understanding others’ perceptions and expectations
  • Reacting in an appropriate way
  • Techniques for defusing arguments
  • Keeping calm and confident
  • Giving positive criticism and getting feedback

Microsoft Excel Level Three (advanced level)

August 29, 2018

£

155.00

This course is for those people who really want to find out how Excel can help them perform better! Gain the skills to create macros, collaborate with others, audit and analyse worksheet data, incorporate multiple data sources, and import and export data. Upon successful completion of this course, students will be able to:

  • Enhance productivity and efficiency by streamlining the workflow.
  • Collaborate with other workbook users
  • Protect and Secure worksheets
  • Analyse data using various techniques
  • Work with Pivot Tables
  • Import and export data
  • Integrate Excel data with the web
  • Effectively use macros

 Course Content

  • Further Functions and Formulas: Naming a Range: Working with Dates: Excel Functions: Conditional Functions
  • Other Features: Conditional Formatting: Data Validation
  • Manipulating Data within Lists: Advanced Data Filtering: Advanced Data Sorting Techniques: Data Analysis with Subtotals: Pivot Tables
  • Protecting Information: Protecting Worksheets: Protecting Workbooks: File Protection
  • Macros: Understanding Macros: Creating Macros: Working with Macros

Fire Safety (a 1/2 day course)

August 30, 2018

£

62.00

A HALF-DAY SESSION. This course is for anyone who has responsibility for Fire safety in their workplace – or those who simply wish to ensure that their working environment is safe. We look at: . The most common causes of fire . The behaviour of fire . Actions on discovering a fire . Alarms and evacuation . PEEP (Personal Emergency Evacuation Plan) . Fire extinguisher usage

Managing Health & Safety

September 6, 2018

£

124.00

This course is for anyone who has responsibility for the management of Health & Safety in their workplace. It takes you through the elements required to implement effective safety management as outlined in the Management of Health and Safety at Work Regulations 1992

On completion of the course, delegates will:

  • Be able to apply the legal requirements relating to supervising staff safely
  • Be able took at their own workplace procedures to minimise the threat of hazards and risks
  • Be confident in carrying out health and safety monitoring in the workplace.

Dealing with Difficult Situations

September 11, 2018

£

146.00

In this one day course you will learn techniques to help you communicate more effectively in difficult situations, and to address issues that might otherwise fester and escalate. We look at:

  • Recognising classic situations where conflict may grow 
  • Develop non-aggressive but assertive skills behaviours
  • Developing strategies for resolving conflicr to stop conflict escalating
  • Recognising personality typesg – including your own

Project Management: An introduction

September 13, 2018

£

146.00

Have you ever been frustrated by the wasted time and the duplication of effort that have gone into a poorly planned project? Then this course is for you!  Over the course of the day, you will learn the basic skills and strategies to become an effective leader of workplace projects. The course covers:

  • Defining a project, and listing the desired outcomes
  • Building a budget
  • Establishing a timeframe, and assessing the skills and the tools you will need
  • Developing an action plan and defining the key stages of a project – flexibility versus certainty
  • Identifying risks to the project, and how to surmount them
  • Group facilitation, and maintaining the flow of information
  • Tools for keeping focussed and on track
  • Recording progress - and assessing the final outcomes

 

Writing First-rate Reports

September 18, 2018

£

146.00

This course is for anyone who dreads writing reports, or who struggles to get their clear meaning across. Over one day, you will learn the tips and techniques to help you produce accurate, concise, clear and well-structured documents. We look at:

  • Types of reports – what is best for you
  • Gathering your facts and figures
  • Saying what you mean to say – simplicity, clarity, structure and jargon-busting
  • Beating procrastination and the dreaded writers block.

Effective Support and Supervision of Staff

September 20, 2018

£

146.00

Giving strong support and supervision to staff can make a world of difference to how they perform.This one-day course is suitable for managers, team leaders and anyone who has to oversee and motivate others. We examine key mechanisms that can be applied to any group and which make for effective support and supervision of both individuals and teams. Discover a mix of hard-skills and soft-skills ranging from

defining your role and their role, establishing expectations

  • Setting boundaries
  • Earning respect
  • Creating a constructive and sharing atmosphere
  • Giving feedback
  • Dealing with conflicts and tensions
  • Underlying causes of poor performance
  • listening skills
  • Training Needs Analysis

Time Management

September 25, 2018

£

146.00

Learn how to make much more effective use of your time and to exert conscious control over the amount of time spent on specific activities. We look at the methods that people use to make effective us of their time, including Prioritising and scheduling tasks, setting goals, managing distractions, and beating procrastination.

First Aid at Work (Three day course - 25, 26, 27 September 2018)

September 25, 2018

£

230.00

This three-day course will give attendees the in-depth knowledge of First Aid they need to fulfil first aid responsibilities at their place of work as required by the Health and Safety at Work Act 1974. The session is delivered using both theory and practical examples, and includes the following

The role of the first aider First aid regulations

Communication - and managing the medical emergency scene       

Asthma attacks, poisoning, hypoglycaemia, dealing with bleeding, different types of injuries, including head injuries.          

Head injuries. Major trauma recognition

Resuscitation of adults. Lack of respose. Fainting.

Chest pains, heart attacks, strokes and seizures. Defibrillators and how to use them.

Burns and scalds, head injuries, spinal injuries, bone injuries, facial injuries, allergic reactions, choking.

Course runs 9.30 - 4.30 over three consecutive days 13,14,15 February 2018.

Risk Assessment in the Workplace (a 1/2 day course)

October 2, 2018

£

62.00

Risk assessment of the workplace is vital to protect your workers – and it is also the law.

This highly practical one-day course, will equip you with the basic skills you need to keep safe and comply with legislation. In easily understood, jargon-free sections, we look at the risk assessment legislation, spotting common hazards and minimising them, and carrying out your own workplace risk assessment

Minute Taking

October 2, 2018

£

146.00

Ensure that meetings are worthwhile and productive by learning the skills and confidence to record accurate and concise meeting notes. Over the day, we look at:

  • Understanding the purpose of minutes and the different types
  • Preparing for the meeting. Is it formal, informalWho is attending? What is expected of you?
  • The duties and responsibilities of the Chair and minute taker (and the relationship between them)
  • Being ‘in the room’. Listening skills, getting clarity, keeping track
  • Capturing and distilling key points
  • Clear presentation of minutes

Developing Self Confidence and Self Asserertion

October 30, 2018

£

146.00

Most of us loathe confrontational situations, and we have all at various times in our lives felt that we have come off worst in a situation because we got flustered, felt shy or intimidated, or simply could not think of decent responses.

If you recognise this - then do not worry. Building self-confidence and self-assertiveness is easier than you think! This course will teach you the key tips and techniques that you need in order to:

  • Be more able to resist the pressures of excessively dominant people
  • Take more control of a situation, and get your voice heard
  • Gather your thoughts and marshal your arguments so that you do not ‘lose it’ when making your case

Emergency First Aid at Work

November 1, 2018

£

124.00

This training is suitable for everyone who has an interest in learning the basic first-intervention skills that can prevent an accident or medical emergency from escalating into something much worse. The course first looks at how best to assess the situation. What is the issue? Is the person responsive? Can they breathe? Are you the best person available to help? We then look at the skills to make basic interventions in different accidents and emergencies, whether it be bleeding, choking, chest pains or burns.

This training is certificated by SafeCert. Certification is awarded upon successful completion of a short examination on course content, which forms part of the day.

Great Customer Service

November 6, 2018

£

146.00

Great Customer Service

This day focusses on how best to serve your customers and clients so that they have the best experience of your organisation, and come back for more!

 We work to develop knowledge of the different types of customers using role play and watching short clips on customer service, and we work through a Communication Skills Audit to identify gaps and provide information on how we can arrive at the best outcome.

Other course content includes:

·        What is customer loyalty and how do we earn it?

·        Customer Focussed results; knowing your customer; who are they? What do they want? Can you put yourself in their shoes? Are you able to articulate what you can do for them?

·        Roles and responsibilities at different levels of customer service.

·        Time management when working with customers and clients.

·        Asking and responding; making the customer feel heard

·        Handling complaints; keeping calm; ways to calmly handle even the most negative customers; asking clarifying questions; putting the focus on what you can do to help

Managing In Difficult Environments

November 20, 2018

£

146.00

Managing people can be a rewarding but also challenging experience. This course explores ways in which to manage employees fairly.

Often, as a manager, you find yourself in a situation where you have to manage not just the situation but also the emotional input of the people involved. Managed well, these moments can have a positive outcome. But managed poorly or ignored they can be disastrous for staff morale and effectiveness. In this interactive course we look at:

  • Recognising the warning signs of challenging scenarios
  • Understanding others’ perceptions and expectations
  • Reacting in an appropriate way
  • Techniques for defusing arguments
  • Keeping calm and confident
  • Giving positive criticism and getting feedback

Dealing with Difficult Situations

December 4, 2018

£

146.00

In this one day course you will learn techniques to help you communicate more effectively in difficult situations, and to address issues that might otherwise fester and escalate. We look at:

  • Recognising classic situations where conflict may grow 
  • Develop non-aggressive but assertive skills behaviours
  • Developing strategies for resolving conflicr to stop conflict escalating
  • Recognising personality typesg – including your own

Writing First-rate Reports

December 11, 2018

£

146.00

This course is for anyone who dreads writing reports, or who struggles to get their clear meaning across. Over one day, you will learn the tips and techniques to help you produce accurate, concise, clear and well-structured documents. We look at:

  • Types of reports – what is best for you
  • Gathering your facts and figures
  • Saying what you mean to say – simplicity, clarity, structure and jargon-busting
  • Beating procrastination and the dreaded writers block.

Making Great Presentations

January 15, 2019

£

146.00

All of us have witnessed really good presentations – and really bad ones! And so we all know the difference that a quality presentation can make to how the audience reacts. The truth is, great presenters are seldom born – most have learned some simple rules and techniques that they use to make their case more interesting and compelling. And you can too!  In this one day session, we look at:

  • First principles - deciding what you want from the presentation Telling your story – and layering your information
  • Death by PowerPoint! What to include – and what to leave out
  • Engaging your audience - body language and demeanour
  • Beating the jitters – ways to calm your presentation nerves

Career Coaching

January 15, 2019

£

146.00

Developing Self Confidence and Self Asserertion

January 22, 2019

£

146.00

Most of us loathe confrontational situations, and we have all at various times in our lives felt that we have come off worst in a situation because we got flustered, felt shy or intimidated, or simply could not think of decent responses.

If you recognise this - then do not worry. Building self-confidence and self-assertiveness is easier than you think! This course will teach you the key tips and techniques that you need in order to:

  • Be more able to resist the pressures of excessively dominant people
  • Take more control of a situation, and get your voice heard
  • Gather your thoughts and marshal your arguments so that you do not ‘lose it’ when making your case

Coaching Skills for Great Managers

January 29, 2019

£

146.00

Who's your best manager ever? Whether it is your current boss, or someone you still recall fondly after thirty years, it is a safe betthat they:. had a light managerial touch. checked in on your progress and your needs, but didn’t fuss over every detail. asked the right questions, but also let you talk and contribute. worried about your personal development. gave clear guidelines and explained why things were neededThese managers – the ones who let us fly and who help us to ‘own’ our work – act more like concerned colleagues than traditional ‘just do it’ bosses. And study after study shows that they create happier and more productive working environments. Over the last two decades, the techniques of the best managers have been studied and codified under the generic term Coaching Skills. In this one-day course, we look at some of the best of Coaching Skills:. Understanding the different things that drives different people. Finding ways to make each person’s work meaningful to them. Providing real, regular and two-way feedback. Having coaching conversations – about work needs, real and imagined fears, personal growth, colleagues behaviours

Minute Taking

February 5, 2019

£

146.00

Ensure that meetings are worthwhile and productive by learning the skills and confidence to record accurate and concise meeting notes. Over the day, we look at:

  • Understanding the purpose of minutes and the different types
  • Preparing for the meeting. Is it formal, informalWho is attending? What is expected of you?
  • The duties and responsibilities of the Chair and minute taker (and the relationship between them)
  • Being ‘in the room’. Listening skills, getting clarity, keeping track
  • Capturing and distilling key points
  • Clear presentation of minutes

Time Management

February 19, 2019

£

146.00

Learn how to make much more effective use of your time and to exert conscious control over the amount of time spent on specific activities. We look at the methods that people use to make effective us of their time, including Prioritising and scheduling tasks, setting goals, managing distractions, and beating procrastination.

Tools and Techniques of Stress Management

February 26, 2019

£

146.00

People will leave this courses with a useful set of tools and techniques that they can deploy both for their own use and can also share these skills with clients and colleagues. . The day includes:

  • Awareness and relaxation skills
  • Relaxation and visualisation skills
  • Visualisation and problem solving/goal setting skills
  • Goal setting and useful thoughts
  • Remaining relaxed in turbulent times 

Great Customer Service

March 5, 2019

£

146.00

Great Customer Service

This day focusses on how best to serve your customers and clients so that they have the best experience of your organisation, and come back for more!

 We work to develop knowledge of the different types of customers using role play and watching short clips on customer service, and we work through a Communication Skills Audit to identify gaps and provide information on how we can arrive at the best outcome.

Other course content includes:

·        What is customer loyalty and how do we earn it?

·        Customer Focussed results; knowing your customer; who are they? What do they want? Can you put yourself in their shoes? Are you able to articulate what you can do for them?

·        Roles and responsibilities at different levels of customer service.

·        Time management when working with customers and clients.

·        Asking and responding; making the customer feel heard

·        Handling complaints; keeping calm; ways to calmly handle even the most negative customers; asking clarifying questions; putting the focus on what you can do to help

Managing In Difficult Environments

March 12, 2019

£

146.00

Managing people can be a rewarding but also challenging experience. This course explores ways in which to manage employees fairly.

Often, as a manager, you find yourself in a situation where you have to manage not just the situation but also the emotional input of the people involved. Managed well, these moments can have a positive outcome. But managed poorly or ignored they can be disastrous for staff morale and effectiveness. In this interactive course we look at:

  • Recognising the warning signs of challenging scenarios
  • Understanding others’ perceptions and expectations
  • Reacting in an appropriate way
  • Techniques for defusing arguments
  • Keeping calm and confident
  • Giving positive criticism and getting feedback

Writing First-rate Reports

March 19, 2019

£

146.00

This course is for anyone who dreads writing reports, or who struggles to get their clear meaning across. Over one day, you will learn the tips and techniques to help you produce accurate, concise, clear and well-structured documents. We look at:

  • Types of reports – what is best for you
  • Gathering your facts and figures
  • Saying what you mean to say – simplicity, clarity, structure and jargon-busting
  • Beating procrastination and the dreaded writers block.

Emergency First Aid at Work

March 21, 2019

£

124.00

This training is suitable for everyone who has an interest in learning the basic first-intervention skills that can prevent an accident or medical emergency from escalating into something much worse. The course first looks at how best to assess the situation. What is the issue? Is the person responsive? Can they breathe? Are you the best person available to help? We then look at the skills to make basic interventions in different accidents and emergencies, whether it be bleeding, choking, chest pains or burns.

This training is certificated by SafeCert. Certification is awarded upon successful completion of a short examination on course content, which forms part of the day.

Dealing with Difficult Situations

March 26, 2019

£

146.00

In this one day course you will learn techniques to help you communicate more effectively in difficult situations, and to address issues that might otherwise fester and escalate. We look at:

  • Recognising classic situations where conflict may grow 
  • Develop non-aggressive but assertive skills behaviours
  • Developing strategies for resolving conflicr to stop conflict escalating
  • Recognising personality typesg – including your own