Category Archives: Soft Skills Training

Understanding how people learn objectives planning attention span motivation Different types of training one to one groups lecturing practical The learning cycle Personal presentation style Time management Aids to delivering training Effective communication & engagement Handling questions & objections Deliver the training preparing the venue control of time interesting / interactive maintaining control  Achieving the aim Practical sessions

Time / life balance Planning ahead Prioritising your workload The ‘pareto principle’ – 80/20 rule Goal setting The art of delegation Time wasters and how to deal with them Top tips for improving your time management Understanding and managing ‘stress’ effectively Trigger factors De-stressing techniques Look good to feel good Stress questionnaire

Effective communication skills answering incoming calls making outgoing calls taking clear & concise messages Voice & tone control Questioning & listening techniques Developing & improving listening skills Telephone etiquette Common frustrations using voice mail transferring calls Building relationships with customers Developing assertiveness on the telephone terminating prolonged conversations handling difficult & demanding callers maintaining control of every conversation Providing excellent customer service do’s & don’ts follow through positive attitude lasting…

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Introduction and objectives What is a team? How to recognise a successful team Individual team roles How is our team performing? The games and exercises selected specifically for your team Individual and team development plans

The changing face of selling traditional modern A.I.D.A attention interest desire action The seven steps of the sale planning / preparation introduction or opening questioning presentation overcoming objections close or closing after sale follow up Telephone selling cold calling further sales tips

Preparing the report defining the purpose setting the objectives investigate the topic Organising the report into sections Writing reports key points sign posts order of writing Different types of reports Layout Proofreading Presenting reports persuasive communications convincing language captivating your audience Tips & techniques for informal presentations

Identifying the causes of poor recruitment, practises and procedures Strategies for effective recruitment practise Stages of recruitment Understanding the role of key documents in the recruitment process Equality and diversity in recruitment & selection Analysing application forms & C.V Preparation tips prior to interview Techniques for effective interviewing Communication skills to include verbal and non verbal behaviour Interview conduct Action planning and internal support

The roles & responsibilities The meaning of excellent customer care Reasons for losing customers/clients Making a difference The greeting Helping your visitors Effective use of the telephone The telephone 3 ring rule hold button transferring calls Voice rhythm speed pitch volume Listening & questioning skills Telephone guidelines Telephone etiquette Effective message taking owning each call

Functions of a proofreader Methods of working How to read thoroughly & accurately Reading on paper and on screen Proofreading & editing marks Spotting mistakes Punctuation when the rules can be broken Grammar avoiding common errors Avoiding common pitfalls mis-spelling headlines wrong telephone numbers / email addresses incorrect prices misplaced headlines / captions

What is a project Defining project objectives Planning techniques Project costing and control The project management model Project life cycle Change management Risk and issues analysis Guidelines on effective communication The human aspects roles and responsibilities Monitoring the projects Accurate reporting procedures Reviewing and analyzing post projects