Category Archives: Soft Skills Training |
Introduction to process improvement What are the key benefits? Introduction to process mapping factors to take into account project definition where & how do I get the information? The flow chart method Practical mapping exercise The lean process Process analysis Process improvements criteria for change implementation of different types of change SMART objectives mapping & agreeing new process implementing the new process monitoring and reviewing process Case study exercise Summary…
Establish the objectives Research sources of material Designing & writing the presentation Finding the correct environment Types of presentation equipment Presentation techniques Presentation styles Body language Voice rhythm speed volume pitch Establishing & retaining control Overcoming the fear The right mental approach Questioning techniques How to deal with the ‘expert’ in the audience People taking this course were also interested in: Supervisory Skills Training Time Management
Effective communication & influencing Questioning & listening skills Planning, preparing & prioritising The power of self image Body language Key skills of a team player Different behavioural types passive assertive aggressive Benefits of assertiveness Dealing with difficult situations & behaviours Strategies for conflict resolution
Effects of poor communication Benefits of effective communication Body language The importance of listening The art of effective questioning Your voice rhythm speed volume pitch Understand different behaviour types passive assertive aggressive Benefits of assertiveness The use of empathy Delivering positive & negative feedback Self talk stop, think & respond technique
What is negotiation? Structure and the stages involved The skills required for effective negotiations The structure for preparing a negotiation Identifying ideal, realistic and fallback positions Anticipating problems and developing acceptable solutions Effective communication skills Influencing skills Negotiating techniques signals tactics managing conflict Maintaining a positive, continuing relationship Measuring the success of a negotiation
Learning Outcomes By the end of this course delegates will be able to; Recognise the key skills and qualities needed to handle customer complaints effectively and efficiently Demonstrate empathy whilst maintaining control of the conversation Diffuse difficult customer behaviour and situations Content the importance of effective complaint handling effective listening verbal and non-verbal communication understanding your behaviour reasons customers get angry understanding other peoples behaviour logic vs emotion identifying different…
The big business picture Budgeting Forecasting Profit & loss Risk analysis Cost of sales Costs of production & selling Pricing & factors affecting prices Overheads Return on investment
Meeting & greeting Creating a good impression Appearance Voice & tone control The importance of body language Questioning techniques Effective listening skills Positivity & enthusiasm Assertiveness Providing excellent customer service
Understanding and defining equality and diversity The legislation covering equality of opportunity Good management practice Your legal requirements Recognising discrimination Challenging prejudice and discrimination The importance of appropriate language and conduct in the workplace Problem situations and challenging inappropriate behaviour The way forward Summary and evaluation
Understanding the key concepts of emotional intelligence Identify and respond to your emotions Inspire more co-operation, trust and confidence in others Start labelling feelings Resolve conflict more confidently Improve decision making Recognising our emotions and their impact on others Assessing current levels of emotional competence Exploring self-awareness Exploring empathy Exploring motivation