Dealing with Difficult People

2 day training course on planning, preparing and conducting effective performance review interviews. Available as online training course.

This course is designed to develop delegates who need to improve and enhance their communications skills in order to achieve greater personal and professional productivity. It allows delegates to develop confidence and self-esteem so that their opinions will no longer go un-noticed in the workplace.

1 day training course on practical skills and techniques to design and deliver effective coaching and development programmes. Available as online training course.

For those whose customer service training requires tips and techniques in both telephone and face to face skills in handling difficult customers (such as rude, angry or aggressive customers) as part of their daily duties we also provide a Customer Service and Customer Care training course that deals with these types of customer. It also covers handling customer complaints, tips for retaining customers and how to diffuse customer conflict quickly and efficiently.

This course is designed for staff who handle external customers. The type of individual who thrives in this type of environment needs to be very customer focused, intuitive to customer needs and have the ability to think quickly in difficult situations. The focus is to instil an ethos of ‘looking after the needs of the customer whilst maintaining the objectives and core values and of the organisation.

This course addresses the problem that, in a recent survey showed that 75% of UK managers were unaware of the correct procedures for how to discipline employees effectively. It's not just about getting rid of difficult staff, the modern manager must know the correct procedures for dealing with under-performing staff and how to conduct a disciplinary meeting effectively.

This course will teach delegates to structure an email or letter in logical sequence, writing an interesting and persuasive letter/email, and develop confidence in their letter/email writing skills.

This course covers the practical ideas to make all recruitment interviews more productive and focused. Specific skills can be learnt which will minimise the 'gut feel instant decision' and allow an 'informed decision' to be made. These include rapport building, active listening, questioning for behavioural traits etc.

2 day training programme on techniques and strategies to become more effective leaders. Available as online training course.

This course will allow delegates to gain useful letter writing tools, tips and techniques and also includes constructive letter and report templates. It will also demonstrate the particulars of writing effective emails, whilst improving punctuation and grammar.

2 day training course on the management of difficult situations and challenging colleagues. Available as online training course.

This course is designed to deliver vital negotiation skills, tips and techniques to delegates who need new and different methods to improve and enhance their overall results when negotiating with colleagues, staff members or clients. Our Negotiation skills workshops and seminars are based in London and are acknowledged for efficiently improving negotiation skills.

This course enables delegates to focus on the key aspects of successful negotiations including arguments and counter arguments, fall-back positions and creative solutions, deadlock and alternatives to agreement. It is designed to lead to practical skills to enable delegates to be both competent and confident in their negotiations.

2 day training course on skills and techniques for producing professional presentations. Available as online training course.

The course is designed to help delegates organise their workload while planning a project. This is done with the aid of Gantt charts and project management templates, tools and techniques. This course is also a great option if you seek project management for junior staff in the workplace as it will informatively aid staff in planning successful projects.

Selling on the telephone is very different from face-to-face sales and a telesales team require a specific set of skills and techniques if they are to be successful. It is not enough just to give them a contact list and tell them to 'get on with it'. Successful results in telephone sales is a by-product of successful telesales training.

This course is designed for newly appointed managers and supervisors. Its modular approach builds into a toolkit of essential management skills and gives practical 'real life' examples, scenarios and techniques to enable the New Manager to manage with confidence. We place great emphasis on workshops, role-plays, active participation and group discussion to allow the knowledge to be understood and used quickly and easily in the workplace.

1 day training course on skills and techniques to improve effectiveness and minimise daily challenges to personal productivity. Available as online training course.

Full day training course teaches delegates the fundamentals of writing and running successful training courses. Available as online training course.