Unlike the pure sales role, the Account Managers job is not so much about selling products, but more about focusing on what clients actually need to move their business forward. Its also about making... more information   send enquiry

Regardless of whether people are near the top of an organisation or in the most junior of roles, they generally want to know how their bosses think they are performing. If they are doing well, they w... more information   send enquiry

Assertiveness is a way of communicating that enables you to achieve results, handle difficult situations and raise sensitive issues. Delegates can learn to do this without making impossible promises,... more information   send enquiry

Everybody involved in an organisation needs to have an understanding of how their actions impinge on the organisations financial success, or lack of it. If people are involved in preparing their own ... more information   send enquiry

Whenever organisations seek to bring about changes, these can so easily run into the sand because of the reaction of the people who are a vital part of the changes. Peoples reactions can be such that... more information   send enquiry

Many of the skills of the sports coach can be transferred to management. Both types of coach need to recognise where coaching can help the individual or the team by identifying specific points and se... more information   send enquiry

Communication within a company is about the exchange of information. Such communication is often between functions, each of which has their own understanding of what is going on. During the program... more information   send enquiry

It is important that work contracted out is delivered on time, is of high quality, and provides value for money to the organisation. To ensure this happens, the effective Contract Manager needs to ha... more information   send enquiry

To survive and flourish in today's highly competitive climate, organisations ; and individuals within organisations ; need to become much more creative, much more innovative and much less accepting of... more information   send enquiry

Everybody has a nightmare story of the bad customer service that they have received, whether it is a garage, a bank, or a pizza or burger restaurant. This programme will help delegates to recognise... more information   send enquiry

The Receptionist is the first person who a visitor sees on entering an office. Their impression of this person will affect how they approach the rest of their visit. A professional receptionist wh... more information   send enquiry

All staff within an organisation are responsible for the delivery of professional customer care. Key customer care people are the first point of contact for major clients. Without being in an overtl... more information   send enquiry

Staff who interface with customers often face the challenge of handling violent verbal abuse and sometimes physical aggression. To resolve these situations you need to maintain maximum calmness and c... more information   send enquiry

Lots of people use delegation as a way of offloading routine tasks which they dont like or dont have time to do. Delegated tasks should be challenging and wherever possible the responsibility for ach... more information   send enquiry

Dealing with difficult staff is a problem that many managers hope will go away but it rarely does. It is important that justice is seen to be done during a disciplinary interview: you need to questio... more information   send enquiry

The best salespeople, in every industry, are those who keep their sales story simple. They listen very carefully to what their customers say they want, and then sell them on what their product or ser... more information   send enquiry

The most important attribute of a trainer is the ability to put across information in an easily understood way. This often means the occasional trainer, faced with delivering a training session, has ... more information   send enquiry

Facilitation is no easy task! Its a catalysing activity that influences the effectiveness of the decision making process, is essentially independent from the decision and has no vested interest in th... more information   send enquiry

The attitudes and mind-sets, the enthusiasm, motivation and commitment that people bring to their work are equally if not more important than the job skills themselves. Training facilitators create a... more information   send enquiry

Finance and profitability affects everyone within a company. It is in no way the sole preserve of the Accounts Department. The language which is used when discussing finance does not help managers a... more information   send enquiry

Many people are promoted to a supervisory or first-line management role because they are good at doing the job. However, in their new role they are involved not so much in the product or the service ... more information   send enquiry

There are times when people have to be told the truth however difficult it is for the person doing the telling. It is better to ask someone to improve their performance sooner rather than wait until ... more information   send enquiry

In todays working environment, with its flatter structure and more flexible roles, people need to interact effectively across traditional boundaries if they are to achieve success for themselves and t... more information   send enquiry

When you see a great instructor, most people instinctively recognise them as such without analysing what makes them so good. This course combines theoretical input with discussions and exercises and t... more information   send enquiry

In todays business culture, the ability to communicate with customers and colleagues at all levels is becoming increasingly important. Not only do you have to be effective at your job, but you also... more information   send enquiry

Most managers attain their positions due to their ability to achieve tasks and many retain stronger task skills than people skills. They tend to be poor listeners, can control but do not involve and ... more information   send enquiry

There is a difference between the leader and the manager. Indeed, it is easier to lead people the way you want them to go than it is to force them. This course places leadership within the framework... more information   send enquiry

To listen, really listen is a difficult thing to do. The dictionary definition of listen is make an effort to hear something; attentively hear a person speaking. Frequently, we hear what someone is s... more information   send enquiry

Dealing with difficult staff is a problem that many managers hope will go away. They put off an unpleasant interview for as long as possible until the situation has worsened to the point where it is p... more information   send enquiry

Many business meetings waste participants time, appear to be without purpose, fail to produce clear decisions, and they can be tediously slow. Often the proceedings are hijacked by one person, and so... more information   send enquiry

The manager of today has three clear areas of responsibility: to determine how the teams objective will be achieved; to ensure that team members are selected, trained, developed and the team achieves ... more information   send enquiry

What happens inside a meeting depends upon how the group interacts and how guided the discussion is. Easier to control are the peripherals of the meeting: the agenda which lists in advance the topics... more information   send enquiry

There is more to negotiating with customers than saying You can have it at this price or I can offer you a discount of x% or my bottom line is £x. To negotiate you have to be able to influence the... more information   send enquiry

In Performance Management, you are not concerned with the business systems and processes that are involved in your work. What you are concerned with is the management of people and how to obtain a be... more information   send enquiry

What makes a person successful in an organisation? It is more than academic brilliance. The successful person is the one who mixes well with others. He/she is interested in what is going on in othe... more information   send enquiry

There is no point in giving a presentation unless it has positive results. Good intentions and a full knowledge of the subject are often to no avail if the delivery lacks panache and the speaker self... more information   send enquiry

Many people have undertaken small-scale projects at work without even being aware of it: preparing for the induction of a new member of staff to the department, changing a procedure used by the depart... more information   send enquiry

Recruitment interviewing is a skill which does not come naturally to many people. Within the totally artificial situation of two strangers talking to each other across a table in an office, which usu... more information   send enquiry

The difference between good written work and bad can be the difference between achieving your objective and failing to achieve it. It can be the difference between impressing your readers and disappo... more information   send enquiry

Stress is a very real problem. Very often, the people who suffer from stress do not realise that they do, and being aware of stress is a major step on the way to resolving the problem. By recognisin... more information   send enquiry

It is difficult for those in supervisory positions to bridge the gap between doing and supervising, whilst at the same time being regarded by their staff as part of management. Quite often supervisors... more information   send enquiry

If team leaders are to be effective in todays changing world, any thoughts of bringing a traditional do as I say or command and control type approach to the role, needs to be put aside fairly swiftly.... more information   send enquiry

The role of the Secretary is not as easy as it at first appears. The work that you do is almost entirely reactive, reacting to whatever lands on your or the desk of your boss. Generally, you dont kno... more information   send enquiry

An effective secretary can be the secret weapon in the managers armoury. The secretary can provide support, both in speaking to others in the organisation in an informal network and in ensuring that ... more information   send enquiry

Training Administration enables delegates, handouts and trainer to all arrive at the same venue at the same time. Sounds simple, doesnt it? And it is, if you set up systems which ensure that nothing... more information   send enquiry

Some people seem to be able to find time for all of their work easily, never miss a deadline and rarely get stressed. These are not necessarily the same people who stay late and take work home at the... more information   send enquiry

Perhaps one of the most important regions within the operating process of a business, is the area of training needs. Not only do you need to identify what people cant do, but you also have to priorit... more information   send enquiry

At school, more writing was often considered to be better; for example, essays had to be at least four sides. This has affected peoples written styles, as they try to pad out what they are trying to s... more information   send enquiry