| SKills Development / Personal effectiveness Developing the
skills of organising and planning
your time, selling your ideas,
presenting with authority and credibility,
influencing people, and dealing
with others in an assertive yet
responsive way are increasingly
key to an organisation's success.
We have provided training for managers
and general staff in the following
areas:
| Presentation Skills |
- Creating personal impact
- Presentation dynamics
- Creative starts & finishes
- Structuring persuasive presentations
- Using PowerPoint
- Handling questions
- Thinking on your feet
|
| Effective
Negotiating |
- Principles of negotiation
- Steps of the negotiation
- Building rapport
- Probing & signaling
- Proposing & packaging
- Trading
concessions
- Agreeing & confirming
- Interpersonal skills
- Questioning,listening
- Clarifying and confirming
- Body language
- Negotiating tactics
and how to respond
|
| Project
Management |
- Introduction to project management
- Role of the project manager
- Stages of a project
- Project purpose, scope & structure
- Project planning tools
- Work Breakdown Structure (WBS)
- Activity/resource matrix
- Gantt charts & critical path analysis
- Risk assessment & contingency planning
- Implementing projects
- Managing project teams
- Getting management support
- Stakeholder communication
- Project review & learning
|
| Team
Building |
- Characteristics of high performance teams
- Experiential team building activities
- Team leader's role
- Motivating the team
- Team vision, mission & values
- Team roles
- Stages of team evolution
- Action planning - developing teamwork
|
| Time
Management |
- Choices in time management
- Prioritising critical
work activities
- Assertiveness
& creativity
- Effective delegation
- Avoiding procrastination
- Managing paperwork
& e-mails
- Managing meetings
|
| Communication
Skills |
- A model of effective
communication
- Why communication
breaks down
- Essential communication
micro-skills
- Questioning
- Listening
- Describing/informing
- Assertiveness
- Body language/non-verbal communication
- Communication clinic
(Programme may focus
on written or spoken
communication) |
| Conflict Management |
- Understanding conflict (causes & levels)
- Conflict resolution process
- Analysing complex situations
- Managing difficult behaviours
- Turning conflict into collaboration
- Mediating disputes
- Managing self in conflict situations
|
| Customer Service |
- Changing expectations of customers
- Service mindset and skills required
- Creating the right impression
- Understanding customer concerns
- Dealing with different customer types
- Handling complaints & difficult situations
|
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