General skills development

 

These TOPICS are aimed at developing skills across the whole workforce including managers, team leaders and supervisors Create your own course: Appropriate topics can be combined to meet your specific requirements e.g.: 2 Day Course: (Giving Quality) Customer Service and Emotional Intelligence or 2 Day Course: Personal Development and Work Smarter or 2 Day Course: Communication and Customer Relationship Management or 1 Day Course: Problem Solving and Decision Making

Staff Training	Outcome – Staff will be able to:
5 STEPS TO RISK ASSESSMENT	Prepare, carry out and write a risk assessment report
APPRECIATING DIVERSITY	Accept, appreciate and welcome the fact that people are different due to variations in culture, religion, race, physical abilities or gender
ASSERTIVENESS SKILLS	Define the difference between aggressive, submissive and assertive behaviour. Use assertion techniques to improve communication
COMMUNICATION	Improve listening, verbal and non-verbal communication skills, telephone skills and customer relations
CONFLICT MANAGEMENT	Identify causes and introduce strategies for reducing and resolving conflict issues
CONTINUOUS IMPROVEMENT AND TOTAL QUALITY MANAGEMENT (TQM)	Understand total quality management, quality circles, benchmarking and Kaizen. Describe ways to involve people in quality and continuous improvement, and evaluate continuous improvement activities
CUSTOMER RELATIONSHIP MANAGEMENT	Improve customer relationship management (CRM) by learning more about customers' needs and behaviours in order to develop stronger relationships with them. Deal with customers effectively and efficiently.
(GIVING QUALITY) CUSTOMER SERVICE	Identify customer services requirements and issues. Deal effectively with customers and improve levels of customer service
DECISION MAKING	Use the key stages to decision making and overcome some common faults in decision making. Understand benefits of group decision making and have the confidence to make decisions
EMBRACING CHANGE	Describe the benefits of change and the consequences of not changing. Identify the barriers to change and describe ways of overcoming these.
EMOTIONAL INTELLIGENCE	Use techniques to better understand and monitor emotions in the self and others, and to regulate appraisal and expression of one’s own emotions to promote emotional and intellectual growth.
HEALTH & SAFETY AWARENESS	Identify and understand the economic, moral and legal arguments for Health and Safety. Understand responsibilities and minimize hazards with the emphasis on preventing accidents in the work place
NEGOTIATION SKILLS	Plan, read signals and use appropriate strategies and behaviours (including persuasion techniques) to resolve issues and achieve win/win outcomes
PERSONAL DEVELOPMENT	Identify requirements of the job role and assess skills in relation to this role. Obtain feedback on performance and use it constructively Identify relevant development needs and recognise alternative learning styles. Take ownership for personal development
PLANNING, PRIORITISING, ORGANISING & CONTROLLING WORK	Understand and be aware of the planning cycle and planning tools, improve organisational skills and learn the key steps to prioritising, communicating and controlling plans
PRESENTATION SKILLS	Prepare and deliver an effective presentation by identifying key information to be presented and considering the audience. Use appropriate methods and resources to the best advantage
PROBLEM SOLVING	Define boundaries and identify causes of problems, choose appropriate solutions.
PROJECT MANAGEMENT	Plan, organise and run a project and monitor procedures methods and outcomes
QUALITY MANAGEMENT	Improve the quality of work and the work of the team through the use of recognised procedures and standards
SELF MOTIVATION	Identify strengths and weaknesses and use goals to re-discover a level of motivation that will enhance performance and improve self confidence
STRESS MANAGEMENT	Recognise symptoms and causes of stress and use practical solutions to remove or reduce these
TEAM BUILDING	Build positive relationships within the working group with improved communications and trust.
TEAM WORKING	Appreciate team roles and understand how to take advantage of individual differences. Work towards a common vision and learn to be supportive and appreciative of team members, and capitalise on collective creativity and thinking
TIME MANAGEMENT	Identify ways of improving time management skills and use techniques for reducing time wasting and managing time more efficiently
WORK SMARTER	Get the most out of the hours in the day by working smarter on all levels, such as, communication, time management, managing emotions, and by using self-motivation techniques
WRITTEN COMMUNICATION SKILLS	Write professional and effective letters, reports, instructions, summaries and emails

Here is a quote from Lyn Warner of Rhythm Time Quality Music Classes for Children. Lyn attended a taster course of Time Management Techniques, Health and Safety Awareness and Overcoming Barriers to Selling during their Summer Meeting “Our Franchise Company is dominated by women! At our Summer Meeting, ideas and opinions were diverse. Marie kept the pace ticking along and everybody focused. She was positive, lively and valued everything that was said."