Creativedge 90 Minute Bite-Size Large Brochure

APPRAISAL SKILLSLearn how to run a motivational performance review meeting

• Theperformanceappraisalcycle• Commonproblemsandsolutions• Structuringthereviewsession• Keyappraisalandreviewskills• Skillspractice

ASSESS YOUR MANAGEMENT SKILLSLearn how to identify your key strengths and limitations as a manager

• Self-assessmentactivity• 10keyskillsoftheeffectivemanager• ChartingyourP.O.I.attributes• Youreffectivemanagerprofile• Personaldevelopmentplanning

BUILDING YOUR TEAMLearn how to apply the secrets of building a high-performing team

• Sowhatmakesagreatteam?• P.E.R.F.O.R.M.–characteristicsinalltopteams• Impactofteamdynamics• Teamrolesandtheteamworkcycle• The7C’sforallteamleaders

CHALLENGING CONVERSATIONSLearn how to confidently tackle those discussions that you dread

• Featuresofchallengingconversations• The6copingstrategies• Closedvopenapproaches?• Climbdownyourladder!• Applyingtechniquestoyourownsituations

COACHINGLearn how to sharpen and structure your on-job coaching skills

• Coaching:what,why,how,whenandwho?• Spottingcoachingopportunities• Thecoachingprocess• Keycoachingskills• Skillspractice

DELEGATIONLearn how to develop your delegation skills and technique

• Self-assessment:howamIdoing?• Delegation–benefitsandpitfalls• The5keysteps• The4levelsofdelegation• Opportunities–whattodelegate?

DEVELOPING MANAGEMENT STYLELearn how to extend your approach to managing others

• What’sitlikebeingmanagedbyyou?• Yourtask-peopleorientation• Identifyingyourmanagementstyle• Recognisingwhentousedifferentstyles• M.B.W.A.–managingbywalkingaround

DEVELOPING YOUR PEOPLELearn how to build a structured plan for developing your team

• Managerasdeveloper:howdoyourate?• Identifyingdevelopmentneeds• Recognisingdevelopmentsolutions• Creatingastructuredplan• Monitoringandreviewingprogress

EMOTIONAL INTELLIGENCELearn how to recognise and manage emotions in yourself and others

• Self-analysis:yourE.I.profile• Whatisemotionalintelligence?• Theemotionallyintelligentleader• 5stepstodevelopemotionalintelligence• HowtoapplyE.I.toanysituation

HOW EFFECTIVE IS YOUR TEAM?Learn how to enhance the performance of your team

• Teameffectivenessprofile(pre-workactivity)• The4criticalareasforallteams• Howwe’redoing–strengthsandlimitations?• Overcomingteamblockages• Agreeingpracticalteamactions

“I now realise I was too busy ‘managing’ rather than leading the team. I’ve gained some superb practical

ideas here on how to get better results with and through my people.”

“This training has given me the confidence to stop and take time to think about things, whereas before I

had a tendency to rush in and regret things later.”

Taking leadership performance and potential to the next level.

Themeasureofagreatmanagerisnotwhathappenswhentheyarethere,butwhatgoesonwhentheyareaway.It’sabouthowwelltheycreatetheconditionsfortheirpeopletosucceed.

Ourfast-moving,highlyeffectivetrainingisdesignedtocutswiftlytothecoreofatopic,idealforthosecurrentlyinamanagementorsupervisoryrole,orthoseheadedinthatdirection.

Differentapproachestomanagementandleadershipinarangeofkeysituationsarecovered.Allunderpinnedwithpowerfultechniquestoinspire,engageandtransformpersonalandteamperformance.

MANAGEMENT & LEADERSHIP


INTRODUCTION TO MANAGEMENTLearn how to be an effective manager from day one

• Whatmanagers(aresupposed)todo• Actioncentredleadership• Commonmistakesofnewmanagers• Theimportanceofbeing‘authentic’• Identifyingpersonalactions

LEADERSHIPLearn how to develop and adapt your leadership style

• Personalexperiences• Managerorleader?• What’smystyle?• Payoffsandpenalties• Developingleadershipflexibility

LEADING A REMOTE TEAMLearn how to effectively manage a dispersed team

• Thechallengesofmanagingremotely?• Qualitiesofsuccessfulremotemanagers• Buildingtrustandteamwork• Communicationandtechnology• Troubleshooting–casestudy

MANAGING ABSENCELearn how to achieve and maintain positive attendance at work

• Theimpactonproductivity?• Holdingareturntoworkinterview• Sensitivelyuncoveringreasonsforabsence• Spottingtheearlywarningsigns• Skillspractice

MANAGING CHANGELearn how to plan and manage change successfully

• Changeandthekeybusinessdrivers• Casestudy–managingchange• The3responsestochange• Thechange-reactioncurve• Do’sanddon’tsofmanagingchange

MANAGING MEETINGSLearn how to hold effective and productive meetings

• Themeetingsyou’reinvolvedin?• Experiencesofmeetings• Thetruecostofameeting?• Commonmeetingnightmares• A.P.P.L.E.–planningeffectivemeetings

MANAGING PEOPLELearn how to effectively manage the different people in your team

• Keychallengesinmanagingpeople?• Performanceandpotential• Thestars,steadies,supportersandslackers• Howtogetthebestfromyourpeople• Applyingprinciplestoyourownteam

MANAGING PERFORMANCELearn how to achieve results and deal with under-performance

• Performance–whatgoodlookslike?• Theskill-willmatrix• 4reasonsforunder-performance• Howtoraisetheperformanceissue• The‘set-up-to-fail’syndrome

MENTORINGLearn how to develop your mentoring skills and technique

• Mentoring–whatandwhy?• Essentialmentorskillsandqualities• The5Cstructuredmentoringsession• Agreeingamentor-menteecharter• Skillspractice

MONKEY MANAGEMENTLearn how to spot the ‘monkeys’ and expand your discretionary time

• Yourmanagementstyleandmonkeys• Whatisa‘monkey’?• Whereyourmanagementtimegoes• The4rulesofmonkeymanagement• Monkeyspotting–becomingsavvy

MOTIVATING OTHERS Learn how to create the conditions for your people to succeed

• Thelast10days–motivationandyou• Yourmotivationformula?• Keymotivatorsatwork• 6principlesformotivatingothers• Applyingtheprinciplestoyourteam

PLANNING AND ORGANISINGLearn how to develop and implement effective plans

• Planning–measuretwice,cutonce!• Keystagesineffectiveplanning• Usefulplanningtoolsandtechniques• Monitoringandcontingencyplanning• Planningexercise

RUNNING EFFECTIVE 1-1 REVIEWSLearn how to deliver productive informal review sessions

• Thebenefitsofongoing1-1reviews• Commonmanagermistakes• The3-stepreviewstructure• Keyreviewerskills• Casestudies–applyingtheskills

SELECTION INTERVIEWINGLearn how to conduct professional interviews and select the right person

• Thecostofgettingitwrong?• Ready–gettingyourselfprepared• Set–structuringtheinterview• Go–leadingthediscussion• Assessingcandidateperformance

SETTING GOALS & OBJECTIVESLearn how to identify and create powerful goals and objectives

• Goalsetting–benefitsandmyths• Goalsvobjectives?• Writingpowerfulobjectives• Applyingtechniquestoyourownteam• Manager’srole–supportandchallenge

THE ENGAGING MANAGERLearn how to apply the key drivers and actively engage your people

• Engagement–whatandwhy?• The3levelsofengagement• Rulesofengagementformanagers• The8C’s–theemployee’sperspective• Identifyingpracticalactions

THE ORGANISED MANAGERLearn how to become a more focused, organised and productive manager

• Thedemandsonyourmanagementtime• Assessment–howorganisedareyou?• 4typesofmanager:focus/energymatrix• Strengtheningyourcurrentapproach• Techniquesforsuccess

THE 3 SECRETS OF MANAGEMENTLearn how to use the 3 secrets of effective management

• Oneminutethoughtstarters…• Goalsetting• Catchingpeopledoingthingsright!• Dealingwithpoorperformance• TheABC’sofmanagement

90 MINUTE TEAMBUILDLearn how to refocus and re-energise an established work team

• Teammatrix–ourqualities(pre-workactivity)•Teamactivities–howweworktogether?• Trafficlights–good,okay,notsogood?•Feedbackandreview•Nextsteps–teamactionplan

t :+44(0)1908424351e:[email protected]


ACCELERATE YOUR LEARNINGLearn how to make your learning fun and effective – the ‘SIMPLer’ way

• Gettingintotherightstate• Discoveryourpreferredinputstyle• Howto‘makeityourown’• Topmemorytips• Usingthereviewcycle

BRAND ‘YOU’Learn how to differentiate yourself from others and achieve personal success

• Greatbrandsarenoaccident!• Whyyouneedadistinctivebrand• YouasCEOofMEplc• Personalbranding:theessentials• DesigningBrand‘YOU’

BUILDING SELF-CONFIDENCELearn how to develop your personal esteem and self-confidence

• Yourconfidenceandyoursuccess• Knowyourenemy–confidencestealers• Thecycleofconfidence• Developingbullet-proofbeliefs• Dealingconfidentlywithsetbacks

COPING WITH CHANGELearn how to enhance your resilience in responding to change

• Yourviewsaboutchange?• Comfortzones• Howpeopletypicallyreacttochange• Yourchangestyleprofile• 10strategiesforcopingwithchange

CREATIVE THINKINGLearn how to generate fresh perspectives and innovative ideas

• Whatiscreativity?• The2typesofthinking• Creativitykillers• Techniquesforgeneratingnewideas• Skillspractice

CREATIVE THINKING IN GROUPSLearn how to improve collaborative thinking in groups and teams• Parallelthinkingingroupproblemsolving• Thedifferentthinkingstyles• Benefitsanduses• Practicalexercise• Skillspractice

DECISION MAKINGLearn how to apply a range of techniques to inform your decisions

• The2waysofmakingdecisions• Howdoyoumakedecisions?• The6stepstodecisionmaking• Toolstodeterminethebestalternative• Practiceapplyingtheskillsinvolved

DEVELOP YOURSELFLearn how to maximise your own personal development

• Yourorientationtoself-development?• Learning–what,whyandhow• Yourlearningstylepreferences• Identifyingdevelopmentopportunities• Personaldevelopmentplanningtips

DEVELOPING RESILIENCELearn how to build your capacity to cope and recover from problems, challenges and setbacks

• Quiz–howresilientareyou?• Resiliencevresistance• Keycharacteristicsofresilientpeople• 10waystobuildyourresilience• Identifyingpersonalactions

EFFECTIVE TEAMWORK SKILLSLearn how to contribute your best as an effective team member

• Whateveryteamneedsforsuccess• Keyskillsforeffectiveteamwork• The‘olympicstandard’teammember• Contractingwithyourteam• Skillpractice

PERSONAL PERFORMANCE

“I’ve found it difficult to find time to attend training courses. This quick-fire format really works for me and has got me back

into the swing of developing myself.”

“The learning guides we get are brilliant to refer back to and help keep things fresh in my mind.”

Strong people build strong organisations. Strong organisations empower their people.

Anyorganisationwillonlyeverbeassuccessfulasthosewhorunitandworkwithinit.OurPersonalPerformancesessionsofferthescopeandopportunityforpeopletobuildeffectiveness,confidence,capabilityanddevelopsmarterwaysofworking.

Encouragingandempoweringthosepeoplewhomakeyourorganisationtickisprobablythemostproductiveinvestmentyou’llevermake.


GETTING THINGS DONE!Learn how to achieve things and get the results you want

• Assessment:areyouanachiever?• Self-motivation–gettingunstuck• Gettingfocusedandovercomingblockages• WorkingS.M.A.R.T.E.R.• Identifyingpracticalactions

HANDLE YOUR STRESSLearn how to recognise and deal with your stressors at work

• Stressorpressure?• Primarycausesandsymptomsofstress• The5personalitydriversandstress• Yoursupportnetwork• Practicalcopingstrategies

IDENTIFY YOUR STRENGTHSLearn how to make the most of your unique strengths and talents

• Strengthsandweaknesses?• Characteristicsofastrength• The3key‘clues’toyourstrengths• Identifyingyourstrengths• Puttingyourstrengthstowork

IT’S YOUR APPRAISAL Learn how to get the best from your appraisal review

• Appraisal–yourhopesandconcerns?• Takingaproactiveapproach• Actionschecklist–before,duringandafter• Receivingandgivingfeedback• Skillspractice

MANAGE YOUR CAREERLearn how to be proactive and build the career success you want

• Careerquiz:whereareyouatnow?• Youridealjobrole• Uncoveringyour‘careeranchors’• Employabilitymodel• Toptipsforcareerplanning

MANAGING EXPECTATIONSLearn how to work effectively with those people who want more, better and faster• The3keyissuesinmanagingexpectations• Communicationandavoidingconflictingmessages• InformationGathering–whatdotheyreallyneed?• Clarifyingperceptionsandmanaginguncertainties• Saying‘No’andbuildingwin-winrelationships

MANAGING UPWARDSLearn how to build a constructive relationship with your boss

• What’sitlikemanagingyou?• Understandingyourboss’spriorities• Workingwithdifferentstylesofmanager• Toptipstomakeanimpact• Identifyingpracticalactions

MENTEE SKILLSLearn how to make the most of working with your mentor…

• Mentoring–whatandwhy?• Roleandqualitiesofagoodmentor• Howtobeaneffectivementee• The5Cstructuredmentoringmodel• Contractingwithyourmentor

PERSONAL ACCOUNTABILITYLearn how to think positively, take control and make a real difference

• Itallstartswithyou!• Avoidingthevictimmindset• Theaccountableattitudeandpayoffs• Tacklingpersonal‘response-ability’• Action:howIcanmakeadifference?

PERSONAL EFFECTIVENESSLearn how to apply the 7 habits of highly effective people

• The7habits–overview• Proactivity,planningandprioritising• Buildingwin-winrelationships• Stayingsharpandbalanced• Actionstodevelopyoureffectiveness?

PERSONAL IMPACTLearn how to build positive profile and impact with others

• Whomadeanimpactonyou?• Factorsthatinfluenceimpactonothers• Perceptionandfirstimpressions• Developingyourpersonalimpact• 10toptipsforsuccess

PROBLEM SOLVINGLearn how to apply the techniques of effective problem solving

• The5differenttypesofproblem• Stagesineffectiveproblemsolving• Problemsolvingtechniques• Developingcreativesolutions• Casestudies–skillspractice

RAPID READINGLearn how to increase your reading speed and efficiency

• Howfastdoyoureadnow?• Explodingafewreadingmyths!• Techniquestoimprovereadingspeed• Skimmingandvisualnote-taking• Practiceapplyingthetechniques

SKILLS FOR PA’S & ASSISTANTSLearn how to develop the key skills for role effectiveness

• Whatmakesaneffectiveassistant?• Workingwithdifferentmanagers’styles• Managingyourtimeandprioritising• Toptipsforbusinesswriting• Communicatewithconfidence

SKILLS FOR RECEPTIONISTSLearn how to develop the key skills for role effectiveness

• Thatallimportantfirstimpression• Projectingthebestself-image• Thedo’sanddon’tsoflistening• Askingtherightquestions• ABCtechnique–handlingangrycallers

SUCCEED AT INTERVIEWSLearn how to create positive impact in the interviews you attend

• Top10intervieweemistakestoavoid• Preparation–gettingyourselfready• Firstimpressions–theopening3minutes• During–maintainingapositiveimpression• Skillspractice

THE 80/20 PRINCIPLELearn how to achieve extraordinary results without extraordinary effort

• The80/20phenomenon• Challengingconventionalwisdom• Justonedayperweek?• Uncoveringthevitalfewinthetrivialmany• Taking80/20action

TIME MANAGEMENT – 1Learn how to effectively manage your time and priorities

• Time–themostvaluableresource?• Self-analysis:5P’softimemanagement• Handlingcommontimestealers• Managingyourpriorities• Practicaltipsandtechniques

TIME MANAGEMENT – 2Learn how to apply more techniques to better manage your time

• Personaltimelogreview(pre-workactivity)• Focusingyourtime–effortvimpact• Effectivescheduling• Overcomingprocrastination• Controllingthepaperwork

VISUAL THINKINGLearn how to create visual maps and transform your thinking skills

• Wholebrainthinking• Whatisvisualmapping?• Producingavisualmap• Identifyingthemanyuses• Skillspractice



ASSERTIVENESS – 1Learn how to apply the techniques of assertive behaviour

• Thebehaviourtriangle• The3goldenrules• Rightsandassertiveness• Levelsofassertion• Handlingdifficultsituationsandpeople

ASSERTIVENESS – 2 Learn how to apply more techniques for personal assertiveness

• Negotiatingassertively• Saying‘No’andpersistentrequesters• Givingandreceivingcriticism• Handlingaggression&non-assertioninothers• Skillspractice

BODY LANGUAGELearn how to read the key non-verbal signals in other people

• Actionsspeaklouderthanwords?• Benefitsofdevelopingself-awareness• Recognisingkeysignalsandclusters• Aquickwordofwarning!• Practicalexercises

BUILDING POSITIVE RELATIONSHIPSLearn how to flex communication to enhance relationships with others

• Thecommunication-stylemodel• Identifyingyourownstylepreferences• Stylestrengthsandlimitations• Recognisingopportunitiesforconflict• Flexingstyletoenhancecommunication

COMMUNICATION SKILLSLearn how to communicate effectively face-face with others

• Thecommunicationprocess• Identifyingcommonproblems• Principlesforeffectivecommunication• Keyface-to-facecommunicationskills• Skillspractice

DEALING WITH ‘DIFFICULT’ PEOPLELearn how to positively handle those difficult people in your life

• Whydowefindsomepeople‘difficult’?• Theimpactofourbeliefs• TheOKCorral• The7classicdifficulttypes• L.E.A.P.S.modelforrespondingeffectively

DIVERSITY AWARENESSLearn how to recognise and embrace the value of diversity at work

• Whatisdiversityandequality?• Thesamedifference• The6strandsofequality• Prejudice,stereotyping,discrimination• Practicalactivities

FACILITATION SKILLSLearn how to confidently facilitate a group discussion

• Theroleoffacilitator?• Facilitation–essentialdo’sanddon’ts• The4P’sandfacilitationprocess• Dealingwithawkwardsituations• Skillspractice

FEEDBACKLearn how to deliver effective performance feedback

• The4typesoffeedback• Activity:thefeedbackloop• Hallmarksofgoodandpoorfeedback• Modelforconstructivefeedback• Skillspractice

HANDLING CONFLICTLearn how to recognise and handle conflict with others

• Conflictandyou• The5mainsources• Theimpactofvaluesand‘triggers’• 5optionsforrespondingtoconflict• Usefultoolsandtechniques

If communication isn’t clear, everything’s murky!

Somuchofthesmoothrunningofanorganisation,bothinternalandcustomer-facing,dependsonclarityofcommunication.

Theseexcitingsessionsfocusonallaspectsofinteractionwithothers,inbothface-to-faceandwrittenforms.

Ourtrainingcoversawiderangeofrelevantsituations,withtheendresultthatparticipantsgainvaluableinsightsintohowtobuildrapport,deliverclearandconcisecommunicationanddeveloppositiverelationships.

“Having always thought I was a good communicator, I was a bit surprised to find how many different

interpretations and perceptions there were, just within our own department.”

“The last 90 minutes has given me an easy model to help understand why I find some people difficult and what I

now need to do to communicate better with them.”

5

COMMUNICATION

COMMUNICATION

INFLUENCINGLearn how to develop your personal influence with others

• Whatinfluencesyou?• Influenceactivity• Powerandinfluence• The4Cstylesofinfluence• Actions:yourcirclesofinfluence

INTERPERSONAL SKILLSLearn how to apply the most powerful communication skills

• VAK–howwecommunicate• Quickwaystosharpenuprapport• The5levelsoflistening• Questioningtechnique• Skillspractice

NEGOTIATION – 1Learn how to negotiate effective outcomes with others

• Everythingisnegotiable?• Thenegotiationarena• Negotiationexercise• Yournegotiatorprofile• Skillspractice

NEGOTIATION – 2Learn how to apply more principles for effective negotiation

• The4phasesinthenegotiationprocess• Exploringthe4phases• Creatingtherightenvironment• Readingthesignals• Tactics-thegamespeopleplay

NETWORKINGLearn how to be a professional networker at business events

• Networking–it’snotjustwhatyouknow• Meeting,greetingandapproaching• Makingapowerfulintroduction• Networkingetiquetteandtips• Skillspractice

POWERFUL PERSUASIONLearn how to become more persuasive with others

• Influenceorpersuasion?• Howdoespersuasionwork?• Persuasivecommunication• Techniquestoenhancepersuasion• Skillspractice

TEAM BRIEFINGLearn how to develop and deliver great team briefing sessions

• Theneedforeffectiveteambriefing• The4P’s–teambriefcontent• Structureofthebriefingsession• Encouragingfeedbackandinvolvement• Practiceapplyingtheskills

DEVELOPING A PRESENTATIONLearn how to create engaging and effective presentations

• The5W’sofpreparation• Developingpresentationcontent• Structuringyourpresentation• Timingsandvisualaids• Practicalapplication

PRESENTATION DELIVERY SKILLSLearn how to confidently deliver a presentation with impact• Effectivepresenterchecklist• Practicalsessions–presentationdelivery• Individualfeedback• Presentationdeliverytechniques• Personalactionplanning

ADVANCED PRESENTATION SKILLSLearn how to refine your presentation technique and build credibility• Effectivepresenterchecklist• Practicalsessions–presentationdelivery• Individualfeedback• Buildingyourcredibility• FacilitatingaQ&Asession

WRITTEN COMMUNICATION:

EFFECTIVE EMAILLearn how to make email work for you• Doyouneedhelpwithyouremail?• Creatingelectronicrapport• Subjectlines,openingsandclosings• Communicatingclearlyandconcisely• Netiquette

WRITING AGENDAS & MINUTESLearn how to produce effective and professional documents• Listeningandsummarising• Notetakingtechniques• Characteristicsandtypesofminutes• Writingameaningfulagenda• Yourrole–before,duringandaftermeetings

WRITING FOR RESULTSLearn how to write documents that get the results you want

• Imageandtransactionalanalysis• Whatistheaimofyourdocument?• Structuringyourideas• Writingpowerfulsubjectlinesforemails• Usingpositivelanguage

WRITING GREAT REPORTSLearn how to write persuasive and effective reports

• Buyinggroups–whotoinfluence?• Gettingstartedquicklyandpainlessly• Additionsthatmakethedifference• Structurestoinfluenceandpersuade• Layouttipstohelpyourreader

WRITING PERSUASIVELYLearn how to create written communications that convince, compel and sell

• Yourwriting–why,whoandwhat?• TheA.I.D.A.four-stepstructure• Involvingyourreader’ssenses• Applyingclassicsalestechniquestoyourwriting• Punchywritingtips

WRITING A PROFESSIONAL CVLearn how to produce a powerful career resume that gets noticed

• TherealpurposeofyourCV?• Throughthereader’seyes–topthingstoavoid• ProfessionalCV–content,layoutandstructure• Selectingpowerfulwordsandphrases• Gettingstarted

WRITING READABLE DOCUMENTSLearn how to make your documents easy to read and understand

• Necessary,specificandactivewords• Sentencelength• Bulletpointsandparallelism• Paragraphsandheadings• Bringingfactsandfiguresalive

5

5

5

SESSIONS2HOURSDURATION

SESSIONSHOLDAMAXIMUMOF5PARTICIPANTS


COMMUNICATION

SERVICE & YOUAn introductory session to establish a baseline for the other service modules

• So…what’sinitforyou?• Yourcustomers’needs,wants&expectations?• Materialvpersonalservice• Thelifetimevalueofyourcustomers• Personalservicestrengths&opportunities

FACE-TO-FACE SERVICE SKILLS – 1Learn how to create a great first impression and connect with your customers

• Firstimpressions• Welcomingyourcustomers–the6essentials• Positivecommunicationandbodylanguage• Connectingwithyourcustomers• Skillspractice

FACE-TO-FACE SERVICE SKILLS – 2Learn how to recognise, build rapport and relate to different customer types

• Beingattentive–ostrichormeerkat?• Buildingrapportquicklywithyourcustomers• Listeningandquestioningskills• Recognisingandrespondingtocustomertypes• Skillspractice

TELEPHONE SERVICE SKILLS – 1Learn how to confidently handle telephone contact with your customers

• The8greattelephonehates• Powerfulgreetingsandclosings• Handlingcalls–onhold;transferring;signposting• W.A.R.M.–takingcontrolofyourcalls• Skillspractice

TELEPHONE SERVICE SKILLS – 2Learn how to communicate professionally with your customers over the phone

• Yourtelephonevoicepersonality• Voicemirroring• Usingpositivelanguage• Handlingthedifferenttypesofcaller• Skillspractice

DIFFICULT/COMPLAINING CUSTOMERSLearn how to handle unhappy customers – both face-to-face and over the phone

• Bewarethesilentcustomer!• Topreasonswhycustomerscomplain• The‘FIRSTCLASS’approachtoresolvingissues• Remainingcomposedandconfident• Skillspractice

WINNING & KEEPING CUSTOMERSLearn how to be the kind of person customers like to buy from

• Somethingtothinkabout!• Thegreatestbusinesssecretintheworld• The‘betterthanselling’principle• Theonly2thingscustomerseverbuy• 5sure-firewaystokeepthemcomingback

HANDLING THE ‘MOMENTS OF TRUTH’Learn how to positively influence those critical points of customer contact

• Whatshapesyourcustomer’sexpectations?• The4P’softhecustomerexperience• Mappingyourcustomer’sjourney• Definingthecriticalmomentsoftruth• Identifyingpracticalactions

INTERNAL SERVICE & TEAMWORKLearn how to work together as a team to deliver service excellence

• Teamwork–theinternalservicechain• Thegood,thebadandthebest• The3C’sofinternalservice• Yourserviceroadblocks• Identifyingserviceimprovements

THE CUSTOMER SERVICE GAMEAn interactive team-based exercise to either introduce or review the key service principles covered in these sessions

• Introducingthesession• Playingthecustomerservicegameinteams• Overcomingthecommonservicepitfalls• Highlightingandsharingbestpracticetips• Identifyingnextsteps

Your customers may not love you if you give poor service, but your competitors will!

Daybyday,yourcustomer-facingemployeesaredecidingyourfuture.Everycustomerinteractiontheyhaveisshapingtheexternalperceptionofyourorganisation–forbetterorworse.

Yourcustomershaveneverhadsomuchchoiceonwhotodealwith,andit’sonlythroughswitched-onandcapablepeoplethatyouwilldeliveronyourorganisation’spromises.

Ouraccessiblebite-sizedsessionsprovidetheessentialskills,knowledgeandunderstandingneeded,notonlytopresentandpreserveanexcellentreputation,buttoshineandgothatextramile.

Withamaximumof20participantsandfoundedonpracticaltriedandtestedtechniques,thesehugelyinteractiveandfunsessionsdeliverarealstep-changeintheconfidence,awarenessandperformanceofallyoursalesandservicepeople.

“Even after the very first customer service module, I could see my team were obviously taking more

control of situations they were handling. My door is always open, but I’m now getting far

fewer problems coming through it!”

CUSTOMER SERVICE & SALES


PRESENTING YOUR PRODUCT/SERVICELearn how to personalise your sales pitch and match customer needs with the right information about your product or service

• Usingpositivelanguage• Featurestell,benefitssell• Usingemotivewordsinyoursalespitch• Personalisingyourpitchtothecustomer• Skillspractice

HANDLING OBJECTIONSLearn how to recognise, manage and move on from sales objections and concerns

• Whatisanobjectionandwhydotheyoccur?• Do’sanddon’tsofdealingwithobjections• 4stepstomanagingobjectionsconfidently• Typicalobjectionsandpotentialanswers• Skillspractice

MAXIMISING INBOUND SALES CALLSLearn how to turn inbound enquiries into sales

• Greetingthecallerpositively• Askingtherightquestions• Givinginformationthat‘sells’• Askingforthebusiness• Skillspractice

ACCOUNT MANAGEMENTLearn how to grow your business from within your existing account base

• Howdoyoumanageexistingaccounts?• Potentialadded-valueopportunities• Timemanagementandprioritisation• Reasonstocallorvisitexistingcustomers• Conductinganaccountreview

MANAGING FOR SERVICELearn how to lead and develop your team to deliver service excellence

• Yourroleasaserviceleader• Definingservicestandards• Areyoueasytodobusinesswith(ETDBW)?• Coachingandempoweringyourpeople• Recognisingandrewardingsuccess

RECRUITING FOR SERVICELearn how to identify and select customer service stars

• TheDNAofagreatserviceprovider?• Preparation–definingwhatyouneed• Questionstorevealserviceexcellence• Assessingcandidatecapabilityandpotential• Interviewpractice

SALES:

SUCCESSFUL FACE-TO-FACE SELLINGLearn how to drive sales by delivering great service to your customers

• TheC.L.O.S.E.technique• Questioning–customerneedsandwants• Talkingbenefitsnotfeatures• Add-onsalesandserviceopportunities• Developingyourproductknowledge

OPENING OUTBOUND SALES CALLLearn how to get through to key decision makers and present a positive first impression

• GettingpastGatekeepersandvoicemail• 4stepstomakingapositivefirstimpression• Do’sanddon’tsofopeningasalescall• The‘hook’–gainattention;gettothenextstage• Skillspractice

ESTABLISHING CUSTOMER NEEDS Learn how to identify real customer needs through effective questioning and listening

• Questioningstyle• 6approachestoquestioningtechnique• Qualifyingandconfirmingcustomerinterest• Activelisteningskills• Skillspractice



BUSINESS FINANCE & YOULearn how to recognise and manage the fundamentals of the working capital cycle

• Theflowoffinanceinabusiness• Howprofitismade• Criticalimportanceofcashflowandhowitdiffersfromprofit• Managingworkingcapital–cash,inventories,accountsreceivableandpayable• Differencesbetweenfinancialsuccessandfailure

THE LANGUAGE OF FINANCELearn how to understand and talk the language of business finance

• Keytermsanddefinitions• Learningfinancespeak!• A-Zglossaryofkeyfinancialterms• Accountancybasics–policies,principlesandstandards;whythey’rethelanguageoffinance• Understandingthekeyfinancialdriversofbusinessperformance

UNDERSTANDING ACCOUNTS – 1Learn how to interpret and make sense of business accounts

• Essentialaccountingstatementsandhowtheywork:iProfitandLossAccountiiBalanceSheetiiiCashFlowStatement• Drawingupabasicsetofaccounts

UNDERSTANDING ACCOUNTS – 2Learn how to use business accounts to add value and inform decisions

• Readingfinancialaccountsandreports• Usingaccountstomeasureperformance• RecognisingandusingkeyfinancialratiosandKPI’s• Whattheaccountssayaboutyourorganisation• Spottingearlywarningsignsandtakingaction

UNDERSTANDING BUSINESS COSTS Learn how different costs behave in different ways, and how they influence performance

• Recognisingdifferenttypesofcostindifferentbusinesses• Fixedandvariablecosts• Activitybasedcosting• Usingfinancialratiostomeasurecosts• Break-evenanalysis

CAPITAL INVESTMENT DECISIONS Learn how to make more effective business decisions based on sound financial data

• Thefundamentalsofdecisionmakingonprojects• Makingassumptions• Theimportanceofthe‘timevalue’ofmoney• Understandingcapitalinvestmentappraisaltechniques–DiscountedCashFlow,NetPresentValue,InternalRateofReturnandPayback• Sensitivityanalysisandscenarioanalysis

BUDGETING BASICS Learn how to prepare, manage and monitor a budget

• Planning–whatandhow?• Differentbudgetingmethodsandwhentousethem• Settingupandcontrollingafinancialbudget• Thebehaviouralsideofbudgets–whattolookoutfor?• Dealingwithbudgetvariances,analysingandreporting

SHAREHOLDERS & MANAGERS Learn how shareholders review business performance and make investment decisions

• Shareholdersandmanagers–differentagendas?• ThefundamentalsofRiskandReward• Howshareholdersmeasureperformance• Keydriversofshareperformance• Howfinancialmarketsviewbusinesses

Understanding business to drive performance.

Don’tknowyourROCEfromyourEBITDA?Feelabitexposedwhenthesubjectofstrategyorbusinessfinancecropsup?

Thesehighlypracticalsessionshelpparticipantstorapidlyfillinthemissingpiecesofthebusinessfinancejigsaw.Mostofusdon’taspire(orevenneed)tobeabuddingaccountanttodoourjobswell–wejustneedabetterappreciationandunderstandingofwhatitallmeans!

Coveringtheessentialsofbusinessfinance,analysisandstrategicplanning,oursessionsgetbehindthesmokeandmirrorstodemystifythecoreconcepts,buildunderstandingandsharpenparticipants’businessacumenandcommercialskills.

“The trainer was brilliant – very knowledgeable and explained things in a way that we could all easily relate to.”

”I’ve now done a few of these short courses and have taken something I can use

straight away from each one.”

BUSINESS SKILLS

BUSINESS SKILLS


BUSINESS SKILLS

MANAGING PROJECTSLearn how to plan and deliver successful projects

• Theroleofprojectmanager• Projectphasesandplanning• Projectmanagementtools• Avoidingthecommonproblems• Casestudy–applyingtheskills

MANAGING RISKLearn how to assess risk and make effective decisions

• Understandingrisktaking• Phase1:exploringrisksandalternatives• Phase2:planningandpreparation• Phase3:implementingthedecision• Scenarios–applyingtheskills

STRATEGIC THINKINGLearn how to apply the key principles for strategic thinking

• Strategy–whatandwhy?• Strippingawaythesmokeandmirrors• Keystagesinstrategicplanning• Strategictoolsandtechniques• Casestudy–applyingtheskills

STAKEHOLDER MANAGEMENT

Learn how to engage with the right people in the right way in your project

• Whystakeholdermanagement?• Identifyyourstakeholders(RACIMatrix)• Prioritiseyourstakeholders• Categoriseyourstakeholders• Planningstakeholdercommunication

BUSINESS PLANNING TOOLS

Learn how to apply some proven models for strategic planning and decision making

• Prosandconsinyourbusinessplanning?• Applyingstructure–clarifykeyissues;reducecomplexity• Findingorderinchaos–thewoodthroughthetrees• Usefulanalysisandplanningmodels• Practiceapplyingthetechniques

SIMULATIONS:

DEVELOP A WINNING STRATEGY (2 HOURS)Learn how to analyse performance and develop an effective business strategy

Workinginupto4teamsactingasbusinessconsultants,participantsfocusonacase studyofanunderperformingcompany.Byusingtheirbusinessanalysisskills,thetaskistodefineandthenpresentaviablefuturestrategy.

Stimulatingandrealistic,thiscasestudyprovidespracticalhands-onlearningin:

• Analysingbusinessinformationandfinancialdata• ConductingaSWOTanalysis• Workingwithfacts,notfantasies• Thinkingstrategicallyaboutthemarket• Workingasamanagementteamonkeydecisions

BUSINESS SIMULATION (3 HOURS) Learn how to apply your business skills to build a successful, profitable company

Workinginupto4competingteamsandtradingoverasetnumberofrounds(weeks),participantsapplytheirbusinessacumentoidentifyandimplementthestrategicandtacticaldecisionstogetthisailingcompanybackontrack.

Dynamic,challengingandfun,thiscomputer-based business simulationdeliverslearningin:

• Generalbusinessprinciples• Developingabusinessstrategy• Teamworkandplanningskills• Analysingandinterpretingsimplefinancialdata• Impactofproductrange,pricing,qualityandservice• Spottingopportunitiesandrespondingtocompetition

ADVANCED BUSINESS SIMULATION (4 HOURS)Learn how to apply your commercial and business skills to deliver positive results

Thissophisticatedandinteractivecomputer-based business simulationwillstretchtheverybestintheircommercialacumenandgeneralbusinessmanage-ment.

Withupto5teamsoperatinginadynamicandcompetitivemarketplace,participantsneedalltheirbusinessandfinancialmanagementskillstowinoutagainstthecompetitioninthistoughsimulation!

Duringthissessionparticipantswillgainfirst-handexperienceinrespondingtotheissues,challengesanddecisionsinvolvedinrunningasuccessfulbusiness,including:• Makingstrategicdecisions• Forecastingandplanning• Analysingandinterpretingfinancialresults• Controllingstocklevels,qualityandpricing• Developingnewproducts• UnderstandingtheUKmarketandcompetitors• EnteringnewEuropeanmarkets• Recognisingfinancialimplicationsofdecisions• Marketingandadvertising• Dealingwithmanagerialissues• Displayingeffectiveleadershipandteamskills

Creativedge 90 Minute Bite-Size Large Brochure

Leadership & Management

Transcript of Creativedge 90 Minute Bite-Size Large Brochure