In these times of change and multiple pressures, this one day course focuses on how to create a positive working environment. It looks at how to make positive change, where to start and what to focus on. It will empower you with the insights and skills you need to turn a negative and stressful environment into a positive and forward-looking one. It will focus on improving morale and motivating people
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Objectives:
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A Positive Work Environment
- Knowing where to start
- How to make positive, forward movement
- Setting useful goals
- Nurturing progress
Successful Communication
- Communication needed during change
- Consequences of dysfunctional communication
- Assertive Communication
- Overcome communication blocks
- Create a culture of open positive communication
- Dealing with Conflict
- Taking responsibility
- Separate people from problem
- Focus on interests, not positions
- Consider options
- Use objective criteria to decide
Keeping Motivated
- Motivating yourself
- Motivating others
- Reducing the de-motivators
- Motivating through feedback
Training Methodology
This course is interactive with individual, group work and team forums. Where possible, the content is focused on scenarios relevant to the delegate’s situations. Delegates will try out the techniques learned through a variety of exercises, case studies, games, video, syndicate work and role plays.
Training courses can be delivered nationwide or at our training centre in Donnybrook, Dublin
Target Audience:
All those carrying out training. This course concentrates on developing trainer skills and confidence to a high level resulting in excellent training time and time again
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Objectives
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Content
- Stages of learning
- The Learning Curve
- Promoting learning
- Learning styles
- The Systematic Training Cycle
- Training Needs Analysis
- Objective setting
- Training methods and activities
- Designing a training programme
- Managing the training session
- Using visuals aids
- Evaluating training
Training Methodology
This course is highly interactive. Delegates are introduced to a variety of training methods that they will learn to apply to their own training situations. Ideas are introduced through brainstorming, case study, games and discussion and delegates try out new techniques in a mock training session.
Related Courses
PowerPoint
Presentation Skills
Training courses can be held on site anywhere in Ireland or at our training centre in Donnybrook, Dublin
Target Audience:
This course is particularly suitable for senior managers, line managers, managers, training managers who as part of their role are involved or will be involved in the coaching and/or mentoring of others.
Course Objectives:
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23rd August 2010
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Training courses can be held on site anywhere in Ireland or at our training centre in Donnybrook, Dublin
Time is a limited resource; we have 168 hours in every week. Every occasion we are faced with "What should I do next?" is a Time Management issue.
Target Audience:
Those who wish to improve their Time Management.
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Objectives:
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Content:
- Setting and meeting objectives
- Prioritising
- Planning and structuring the workload
- Saying no
- Reducing procrastination
- Avoiding time-wasting activities
- Dealing with interruptions and distractions
- Desk management
- Using E-mail effectively
Training Methodology
This course is highly interactive. The pre-course work prepares the delegate and provides useful information about his or her Time Management issues. During the course, ideas are introduced through brainstorming and discussion and delegates apply the concepts learned to their daily work. The course culminates in the formulation of an action plan for improving Time Management.
Related Courses
Time Management for Managers
Update IT skills
Training courses can be held on site anywhere in Ireland or at our training centre in Donnybrook, Dublin
Being able to manage stress effectively can enhance your career prospects, enhance your health and well being and protect you from stress related illness and disease
Target Audience
All those dealing with stress in themselves and/or colleagues.
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Objectives
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Content
- Understanding stress
- Positive and negative aspects
- Symptoms: physical, behavioural, emotional and mental
- Stress and illness
- Short and long term effects
- Identifying stress in yourself • Identifying stress in others
- Internal and external causes
- Sources of stress in the workplace
- Taking a stress inventory
- Reducing stress
- Relaxation techniques
- Achieving work-life balance
Training Methodology
This course is highly interactive with a lot of emphasis on applying the learning in the workplace. Ideas are introduced through a variety of exercises such as brainstorming, discussion and questionnaires. Delegates are given plenty of opportunities to reflect on their own stress levels and they learn to deal with stress in others through a number of case-study exercises.
Related Courses
Time Management
Time Management for Managers
Be Assertive
Personal Effectiveness
Update IT Skills
Training courses can be held on site anywhere in Ireland or at our training centre in Donnybrook, Dublin
Target Audience:
This is current, insightful and highly practical course aims to raise the fundamentals of customer service to a high standard. It focuses on the what, why and particularly how to deliver high quality customer care. It goes beyond conventional techniques to focus on the key attitudes, behavioural responses and critical skills that underpin a standard of excellence. For maximum impact, it deals with a comprehensive range of realistic scenario.
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Objectives:
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24th September 2010
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Course Content:
- Understanding Quality Customer Service
- Understand Your Customers Expectations
- Your Function as a Customer Service Provider
- The Process of Communication/ The Importance of Assertive Communication
- The Four Phases of an Effective Service Transaction
- Listen, Question and Clarify Effectively
- Build Rapport, Trust and Empathy
- Diffuse Difficult or Hostile Situations
- Deal Effectively With Complaints
- Staying Calm in Difficult Situations
- Review of learning objectives
- Preparation of Personal Action Plan
Training Methodology
This programme is designed to be highly interactive with emphasis on practical application back on the job. Employees will be involved in individual and group exercises, video learning, role-plays, brain-storming, discussion forums and scenario solving.
Related courses:
Dealing with Difficult People
Managing Stress
Training courses can be held on site anywhere in Ireland or at our training centre in Donnybrook, Dublin
First impressions last. Not just an old cliché, but a truth that the receptionist is the “Director of First Impressions”. The Receptionist will colour the clients view of the organisation by his/her courtesy, efficiency, manner and competence. Distinctions between average and excellent receptionist are not a matter of personality - an organised approach and a positive attitude can be learned by anybody willing to try.
Who Should Attend?
Receptionists who wish to be valued and valuable to the company
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Course Objectives
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19th August 2010
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- First Impression - an asset or a liability?
- The “WOW” factor
- Discretion and confidentiality
- Focusing and listening
- Commitment to consistent high standards
The Receptionist
- Motivation and initiative
- Manage stress
- Turn negatives into positives
- Prioritise/Checklists
- Other areas of responsibility
- Managing the Reception area
- Office duties
- Housekeeping
Customers
- External and Internal
- Difficult Customers
- Complaining Customers
- “Always” and “Never”
The Company
- Structure
- Policy
The Telephone
- 4 stages of telephone call
- Accurate messages/email/transferring/holding
- Call control
- Voice mail
5 Commandments for Receptionists
Training Methods
Relaxed and comfortable environment.
Training video
Related courses:
Update IT Skills
This course is suitable for Supervisors, Team Leaders, Managers or anyone dealing with difficult people. There are ways of dealing with difficult people by understanding and applying certain techniques.
Target Audience
All those wishing to develop the skills required to cope with difficult behaviour and improve their working relationships.
| Objectives: • Understand their own behaviour and how we react to different people • Be familiar with the different types of difficult person • Understand why these people are difficult • Have identified a range of skills for dealing with them • Recognise the control they have over themselves and be charge of their own behaviour • Know how to handle both positive and negative feedback • Be able to help build a positive work environment |
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Content:
• The SELF profile
• Types of difficult person
• Techniques for dealing with them
• Spotting communication breakdown
• Managing emotions
• Giving and receiving feedback
• Disciplinary action
• Building a positive work climate
Training Methodology
This course is highly interactive with a lot of emphasis on practice and feedback. Ideas are introduced through a variety of exercises such as brainstorming, discussion and questionnaires. Delegates are given plenty of opportunities to reflect on their own style of behaviour and to try out suggested techniques in a variety of role-play exercises.
Related Courses
Effective Communication Skills
Be Assertive
Personal Effectiveness
Managing People
Target Audience:
This Communications and Assertiveness Skills training programme aims to provide delegates with the key communication competencies required to meet the changing and multiple demands of today.
| Objectives: • Get your message across clearly • Voice your views in a constructive manner • Communicate towards a workable solution • Communicate in difficult situations |
5th August 2010
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Content:
Module 1: Communication Skills
• The Process of Communication
• Listening, Questioning and Clarifying Skills
• Positive Communication
• Non-Confrontational Language
• Managing Expectations
Module 2: Assertive Communication
• What is Assertiveness?
• Aggressive, Passive and Assertive Behaviours
• Directory of Assertiveness Techniques
• Giving and Receiving Feedback
Module 3: Resolving Difficult Situations
• Solve Problems Effectively
• Build Rapport, Trust and Empathy
• Diffuse Difficult or Hostile Situations
Training Methodology
This course is highly interactive with a lot of emphasis on practice and feedback. Ideas are introduced through brainstorming and discussion. Delegates try out the techniques learned through a variety of exercises, case studies, syndicate work and role plays.
Related courses:
Be Assertive
Managing Stress
Training courses can be held nationwide or at our training centre in Donnybrook
Target Audience
All those who wish to become more assertive.
| Objectives: • Understand the differences between aggression, passivity and assertiveness. • Have practised some of the skills required to exhibit assertive behaviour • Understand personal power • Be aware of the importance of body language • Be able to give and receive positive and negative feedback. • Know the importance of self-esteem. • Have identified personal areas for development and change |
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Content
• The ABC of assertiveness
• Aggression, passivity & assertion
• Why we can be unassertive
• Asking for what you want
• “I” statements
• Knowing when to compromise • Saying “no” where appropriate
• Broken Record technique
• Assertive body language
• Feedback
• Managing anger
• Building self-esteem
Training Methodology
This course is highly interactive with a lot of emphasis on practice and feedback. Ideas are introduced through a variety of exercises such as brainstorming, discussion and questionnaires. Delegates are given plenty of opportunities to reflect on their own style of behaviour and to try out suggested assertiveness techniques in a variety of role-play exercises.
Related Courses
Communication Skills
Personal Effectiveness
Dealing With Difficult People
Managing Stress at Work
Training can be delivered nationwide or at our training centre in Donnybrook, Dublin
There is a systematic approach to report writing which does not come naturally - even good writers of English can have trouble delivering a good report. This course provides guidance and practice and provides tips for continuous improvement in report writing".
Target Audience
All those wishing to improve their report-writing skills
| Objectives • Have a practical, step-by-step approach to writing reports • Be able to structure a report logically • Know how much detail to include • Get the message across simply and concisely • Choose appropriate language • Avoid common grammar & punctuation mistakes |
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Content
• How to approach the task
• Creating a logical structure
• Report Conventions
• Deciding what to include
• Presentation tips
• Using Charts & Graphs
• Simplicity & Clarity
• Avoiding Jargon
• Choosing Language & Tone
• Grammar & Punctuation
Training Methodology
This course is highly interactive with plenty of opportunities to practise the skills taught and receive feedback. During the course, ideas are introduced through brainstorming, discussions and puzzles. Delegates then apply the concepts learned to their own reports. .
Related Courses
Business Writing Skills
Microsoft Word Training
Training courses can be held nationwide or at our training centre in Donnybrook
Business letters are written to achieve a result. Weak letters achieve weak results. They also reflect poorly on your organisation. Letters that lack clarity can result in subsequent correspondence that could have been avoided. This course will help participants to write positive well focused letters and reader based letters that achieve results.
Target Audience
All those wishing to improve their business writing skills
| Objectives • Have a structured approach to business writing • Understand modern business writing conventions • Know how to write professional e-mails • Get the message across simply and concisely • Choose appropriate language • Avoid common grammar & punctuation mistakes |
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Content
• How To Approach Writing
• Common Letter Formats
• Business Writing Conventions
• Effective E-Mail
• Simplicity & Clarity
• Writing Persuasively
• Finding the Right Tone
• Choosing Positive Language
• Avoiding Grammar Mistakes
• Correct Punctuation
Training Methodology
This course is highly interactive with plenty of opportunities to practise the skills taught and receive feedback. During the course, ideas are introduced through brainstorming, discussions and puzzles. Delegates then apply the concepts learned to their own writing.
Related Courses
Professional Report Writing
Microsoft Word Training
Training courses can be held nationwide or at our training centre in Donnybrook
This highly interactive course, with the emphasis being on practice and feedback, is ideal for any professional whether in sales, operations or support. Ideas are introduced through brainstorming and discussion and delegates try out new techniques immediately in a number of mock presentations.
Target Audience
All those wishing to improve their Presentation skills.
| Objectives • Show increased confidence in delivering presentations • Know how to hold your audience’s attention • Succeed in getting your message across to your target audience • Be able to structure a presentation logically & convincingly • Know how much detail to include • Understand how to handle Q&A sessions • Be aware of common presenter pitfalls • Have significantly improved your presentation skills • Have a plan for further improvement |
26th August 2010
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Content
• Techniques for dealing with nerves
• How to prepare
• Putting a logical structure on Presentations
• Using voice and body language effectively
• Dealing with questions and interruptions
• Designing striking visuals aids
Training Methodology
This course is highly interactive with a lot of emphasis on practice. Ideas are
introduced through brainstorming and discussion exercises. Delegates build their
skills and try out the suggested techniques in a variety of simulated meetings.
Detailed feedback is given, and practice sessions can be recorded on video and
taken away at the end of the programme.
Related Courses:
Microsoft PowerPoint
Effective Communication Skills
Training courses can be held nationwide or here at our training centre in Donnybrook
The combination of skills in this course enable us to make good use of the time we have and develop further skills in order to achieve the things which are important to us as well as business deadlines.
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Objectives:
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- What communication means?
- Questioning skills
- Encourage feedback and interchange
- The importance of verbal and non verbal communication
- First Impressions
- Managing your image
- Enhanced ability to persuade any audience
- Increased confidence in your delivery skills
- Assertiveness
- Build an understanding of Power
- Ask and make requests assertively
- Deal with compliments and criticism
- Display solution orientated behaviour
- Positive attitude
- Reach a workable compromise
- Learn to say “NO”
- Stress Stoppers
- Self Esteem
- Achieving your goals/Overcome obstacles
- Personal Action Plan
Related Courses:
Presentation Skills
Update IT Skills
Training can be held nationwide or at our training centre in Donnybrook
Excellent PAs /Executive Secretaries make their job seem easy. They also make their manager's job seem easy. They manage his/her schedule with confidence. They are seen to be competent and in control. They adopt his/her objectives and work towards them. This intensive course will clarify the PA role and equip you with the skills and attitudes to make a difference.
Target Audience
Training courses can be held nationwide or at our training centre in Donnybrook
Personal Assistants wishing to enhance the service they provide
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Objectives:
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6th August 2010
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- Understanding your manager’s priorities
- Aligning objectives with your manager
- Planning & prioritising
- Handling paperwork
- Time Management techniques
- Overcoming barriers to communication
- The Fairground Mirror
- Effective body language
- Assertive communication
- Telephone guidelines
Training Methodology
This course is highly interactive with a lot of emphasis on practice and feedback. Ideas are introduced through a variety of exercises such as brainstorming, discussion and questionnaires, and delegates apply the concepts learned to their daily work. The course culminates in the formulation of an action plan for further development.
Related Courses:
Accurate Minute Taking
Effective Communication
Be Assertive
Telephone Effectiveness
Business Writing Skills
Microsoft Word Training
Training courses can be delivered nationwide or at our training centre in Donnybrook, Dublin
Target Audience:
This course is particularly suitable for people who handle incoming telephone queries, people (other than telesales people) who use the telephone extensively or telephonists and front-line staffs who handle and redirect calls. This course will provide participants with the skills to master telephone communication.
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Course Objectives:
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Customer Care
Be Assertive
Dealing with Difficult People
Training courses can be held nationwide or at our training centre in Donnybrook
Target Audience:
This course will take you through the entire process beginning with the preparation and how to deal with nerves through to following it up.
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Objectives
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- MODULE 1:VISUALISING SUCCESS
- MODULE 2:PREPARING FOR THE INTERVIEW
- MODULE 3:YOU AND THE INTERVIEWER
- MODULE 4:THE INTERVIEW
The stages of the interview:
- Stage 1 The Introduction
- Stage 2 Sharing general information
- Stage 3 Narrowing the focus
- Stage 4 Your turn to ask questions
- Stage 5. Closing
What will the interviewer’s questions be like?
SUMMARY: TEN RULES FOR SUCCESSFUL INTERVIEWS
Curriculum Vitae
- Mission statement
- Specific skills and abilities
- Education
- Work experience
- Achievements and interests
- Referees
- Tips on presenting a professional CV
- Accompanying Letter
Related Course:
Business Letter Writing
Effective Communication Skills
Update IT Skills
Training courses can be held nationwide or at our training centre in Donnybrook, Dublin
Target Audience:
Delegates who wish to take accurate minutes of meetings.
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Objectives:
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Course Content:
- Preparing for the meeting
- During the meeting
- What needs to be recorded
- What can be left out
- Effective note taking
- Recording minutes
- Listening skills
- Summarising
- Action points
- After the meeting
- Writing up the minutes
- Distribution
- Examples
- Minute taking exercises
Training Methodology:
This course is tutor let but highly participative with opportunities for delegates to practice skill.
Training courses can be held nationwide or at our training centre in Donnybrook
Target Audience
All those who wish to become improve their communication with colleagues, customers and associates.
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Objectives
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- Understanding the process
- Communicating positively
- Identifying barriers
- The Fairground Mirror
- Successful teamwork
- Giving and receiving feedback
- Asking the right questions
- Active listening
- Effective body language
- Building rapport
- Assertive communication
- Telephone techniques
Training Methodology
This course is highly interactive with a lot of emphasis on practice and feedback. Ideas are introduced through a variety of exercises such as brainstorming, discussion and questionnaires. Delegates are given plenty of opportunities to reflect on their own communication habits and to try out new techniques in a variety of exercises.
Related Courses
Be Assertive
Personal Effectiveness
Presentation Skills
Dealing With Difficult People
Business Writing Skills
Training courses can be delivered nationwide or at our training centre in Donnybrook, Dublin
