Category archives: Communication skills, HR, Customer Care
Time Management – Get the most from your day
The Importance of Customer Care Training
Your customers are key to the success of your business so having staff with the right skills is vital.
How to be Resilient
Lesson 1Why is Resilience Important?Lesson 2How to understand the impact of positive Vs. negative thinking on our approach to work.Lesson 3Understanding The 3 P’s on our ability to bounce back.Lesson 4How to overcome negative thinking.Lesson 5Understanding Adversity, Beliefs and Consequences.Lesson 6How to use the Ladder of Inference and Locus of Control to identify how our …
Managing Meetings
Lesson 1Consider whether a meeting is always the most appropriate means of communication.Lesson 2Provide focus for their meetings through the use of effective objectives and agendas.Lesson 3Control their meetings to ensure they are effective.Lesson 4Ensure that agreed actions are assigned and recorded.Lesson 5Close their meetings effectively.
Emotional Intelligence
Lesson 1What is Emotional Intelligence? – A set up to the session, which explains what EI is and its role in improving performance in the workplace.Lesson 2Self-Awareness – Understanding how self-aware participants currently are, reviewing the value of self-awareness and providing an opportunity to develop this.Lesson 3Self-Management – Appreciating that we manage ourselves based on …
Effective Feedback
Lesson 1Why Feedback is important.Lesson 2How to be more confident in giving constructive feedback.Lesson 3How to use models and techniques to give effective feedback.Lesson 4How to practice Active Listening.Lesson 5How to build responsibility and accountability for solutions by the individual.Lesson 6How to practice giving Feedback.
Difficult Conversations
Methods of Communication and How Best to Use Them.Lesson 1What People Want – The five elements that the receiver of a difficult message needs satisfied and how to meet them.Lesson 2Structuring Your Message – Reviewing a set structure for delivering a message and how it works in practice.Lesson 3Using Internal Statements – Examining our internal …
Brand You
Lesson 1Identify what a personal brand is both personally and from a professional level.Lesson 2Plan a clear brand strategy to communicate and market “me” consistently.Lesson 3Recognise the positive impact a personal brand can have on their future and start working on their brand.Lesson 4Develop their own brand essence.Lesson 5Know how to use their personal brand …
Being Assertive
Lesson 1To enable participants to define assertiveness and identify its main characteristics.Lesson 2To build an understanding of the importance of assertive behaviour on ourselves and others.Lesson 3To encourage participants to reflect upon their current levels of assertiveness and practice techniques to enable them to improve their assertive behaviour in the workplace.Lesson 4To encourage participants to …