Communication Styles

To develop skills to enable you to communicate more effectively with others whose expectations, needs and working style are different to your own. The course will include a behavioural assessment which will enable you to determine your own communication style and learn how you can modify your approach to other styles.

Features

• Being able to work with a diverse range of people productively is essential to getting the job done and working as part of a team. We all have different approaches, we simply need to understand what they are so we can make decisions together, be motivated and engaged in our work and collaborate effectively to produce results and support the business.
• Objectives By the end of this course you will be able to:
• Recognise the need for relationship versatility.
• Identify the four different styles.
• Describe the needs and expectations of each style.
• Recognise your own style.
• Begin to modify your behaviour to improve your versatility. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for improving your working relationships.
• Benefits Improved understanding of others needs and expectations, recognition of your own communication style, increased motivation and engagement, fewer misunderstandings, less stress and more effective team members, decision-making and working relationships.
• Who should attend? Anyone who needs to improve their working relationships through more effective communication.
• Duration and Format A minimum of six participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, video examples, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Executive Diploma in Management

This qualification is aimed at learners who are clear about the area of employment as managers they wish to enter, or in which they wish to progress, within existing employment in management. Access to suitable management work situations is fundamental to successfully completing the programme. The programme attracts additional entry points to Higher Education. To be successful learners will need to undertake further research and reading in addition to the time spent at College.

Features

Professional Certificate in Management

The qualification is aimed at learners who wish to follow a programme of study directly related to their management role, or those who wish to move into a management position. Learners can become members of the Chartered Management Institute and the programme also attracts entry point to higher qualifications. Learners will be expected to spend additional time on research and further reading to successfully complete the qualification.

Features

Stress Management

Stress Management

Features

CIEH - Health and Safety in Workplace

Managing health and safety is an important part of looking after your business. All employers are required by law to control health and safety risks.

Features

• This course will equip you with ways to improve public and workplace safety and provide you with a qualification that is recognised throughout all industries.

Coaching Skills

This course will develop skills to enable you to more effectively coach others. It will help you to identify your personal strengths as a coach, build your confidence and prepare you to help others develop, grow and realise their full potential.

Features

• Coaching is an essential skill in helping others develop. People need to use a variety of coaching skills and approaches to work effectively with individuals and teams to deliver business results. A coach needs to use specific skills and techniques to develop high performance in other people - just being competent in a role is not enough. This course will introduce those skills and provide a supportive environment to learn and practice.
• Objectives By the end of this course you will be able to:
• Explain the role of a coach.
• Use the latest coaching models to structure your coaching sessions.
• Recognise your own style and adapt it to different situations.
• Inspire your learner by creating motivational coaching outcomes.
• Assess your effectiveness as a coach. You will have plenty of opportunity to share your experiences and use current work activities to practice your skills during the session. You will also create a personal action plan with specific strategies for developing your coaching skills.
• Benefits Improved understanding of working as a coach and the responsibilities, how to structure a coaching session, recognition of the true spirit of coaching in increasing motivation and engagement, identifying your continuing development as a coach, improved working relationships and the reward of helping someone else grow and progress in their career.
• Who should Participate? Anyone who needs to improve their coaching skills to help others develop.
• Duration and Format A minimum of six participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Customer Service

To develop skills to enable you to provide improved customer service, and learn best practice techniques to support long last customer relationships. The course will include behavioural assessment to enable you to determine your own communication style and learn how you can modify your approach to other styles.

Features

• This is an introductory course for anyone with little or no formal training, who is in direct contact with either internal or external customers, and is required to manage a range of customer expectations. This course will provide you with an overview of the best practice skills required to exceed your customers’ expectations. You will have the opportunity to practice your skills and leave the course with a personal action plan for delighting customers, both internal and external.
• Objectives By the end of this course you will be able to:
• Recognise the impact of good and bad customer service on customer loyalty.
• Identify your own style and the styles of others.
• Manage customer expectations and demands more effectively.
• Deliver a first class customer experience within a range of different situations.
• Begin to adapt your style to improve relationships. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for improving your customer service skills.
• Benefits Improved understanding of your customers needs and expectations, identification of what excellent customer service looks like, recognition of your own style and the impact on your customers, fewer misunderstandings, ability to deal with difficult situations and improved customer service.
• Participants Anyone who deals with internal or external customers and needs to improve their customer service skills.
• Duration and Format A minimum of six participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, video examples, practice sessions and action-planning.
• Follow-up coaching is also available to provide ongoing personal development support.

Effective Discipline & Dismissal Procedures

This course is designed for Senior Managers and HR Officials who may find themselves in the unfortunate position of having to discipline or dismiss staff.

Features

• Course content includes
• statutory disciplinary/dismissal and grievance procedures
• handling redundancy dismissals
• employment tribunals
• and in depth view of law relating to unfair dismissal.

Employing Staff

This course will give a practical overview of the complex legal responsibilities associated with employing staff. It will also provide up to date information on the latest developments in employment law.

Features

• Course content includes subjects such as
• staff terms and conditions
• maternity and family rights
• discrimination, grievances
• law relating to annual leave, breaks and hours of work.

Employment Contracts

All employers are required to provide staff with an employment contract. This practical course is designed to explore the benefits of a properly drafted employment contract. Throughout the day, delegates will work through their requirements with a specialist solicitor and will work together to produce an employment contract that meets the needs of your organisation.

Features

• Essential course content to keep abreast of current legislation and best practice.

First Aid Appointed Person

This course is ideal for smaller workplaces with few health and safety risks where a nominated person will be required to take charge of any accidents. This course gives an overview of basic First Aid. Larger organisations will also benefit from having an appointed person to provide additional support to a qualified First Aider.

Features

• Understand the role of the first aider, prevent cross infection, incident recording.
• Assess the siutation and circumstances.
• Recognising major illness and how to provide first aid for asthma,stroke,eplilepsy,diabetes,epilepsy,myocardial infarction (heart attack)
• Administer cardiopulmonary resusciatation (CPR)
• Give first aid to causuality who is choking,wounded & bleeding,suffering from shock,for minor injuries, injuries to bones, muscles & joints (inc. spinal injuries), chest injuries, burns & scalds, poisoning
• anaphalyactic shock.

First Aid at Work

It is important that employers have made arrangements to ensure their employees receive immediate attention if they are injured or taken ill at work. This course will provide information on all aspects of first aid at work and will be of interest to employers and employees across all industry sectors. This statutory course is approved by the HSE and successful delegates will receive a certificate to show they are qualified to be First Aiders in the workplace for the next three years.

Features

• In a society where legislation is becoming more apparent, there is an added pressure to ensure we prove we can care for the health & safety of both staff and visitors within the workplace.
• Who Should Attend? Any person who requires a basic understanding of First Aid issues within the workplace
• Course Content The course is designed to enable candidates to deal with the following:
• Casualties requiring cardiopulmonary Resuscitation
• Unconscious casualties
• Casualties that are bleeding, wounded, are suffering shock, have injured bones, muscles or joints, have been burned or scalded, have an eye injury or have been overcome with smoke fumes
• Recognise minor illnesses and take appropriate action
• Act safely, promptly and effectively with emergencies at work
• Understand the duties of employers and the legal framework

First Aid at Work (Refresher)

This course refreshes and updates the skills of registered First Aiders who are looking to renew their certificate. It is a statutory requirement that existing certificates are renewed while they are still valid or delegates must retake the full four day First Aid at Work course.

Features

Managing a team

Develop skills to enable you to manage your team more effectively. This course will help you understand different types of behaviour, team dynamics, how to get the most out of others and how to develop your team to realise their potential and operate as a high performing team. The course will include a personality assessment to enable you to determine your working preferences and learn how you can adapt to the difference preference of others.

Features

• Being able to work with a diverse range of people productively is essential to getting the job done and managing a team. We all have different approaches, we simply need to understand what they are so we can make decisions together, be motivated and engaged in our work and collaborate effectively to produce results and support the business.
• Objectives By the end of this course you will be able to:
• Explain the characteristics of a high performing team.
• Identify your preferences and describe the impact on others.
• Recognise the preferences of your team members.
• Manage preferences in conflict.
• Create strategies for motivating and developing your team. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for managing your team.
• Benefits:
• Increased self-awareness of your own working preferences, improved understanding of others preferences and team dynamics, increased team motivation and engagement, identified areas for team development and more effective team members, decision-making and working relationships.
• Who should attend? Anyone responsible for managing and developing a team.
• Duration and Format A minimum of eight participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Managing People

Develop skills to enable you to manage people more effectively. This course will help you understand your role, motivate and develop, effectively communicate and improve performance. The course will include a personality assessment to enable you to determine your working preferences and learn how you can adapt to the different preferences of others.

Features

• Managing people effectively is an essential skill in ensuring that people remain motivated and engaged, know what is expected of them, have the support they need, are working productively and ultimately improving business performance. It is very easy to become increasingly focussed on producing results, reducing costs and simply getting the job done, however, no business would be successful without its people.
• Objectives: By the end of this course you will be able to:
• Explain the key skills and characteristics of successful people managers.
• Identify your preferences and recognise the impact on others.
• Describe key performance management events and your role.
• Communicate and delegate more effectively.
• Motivate and manage others to meet their objectives and deliver results. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for developing your people management skills.
• Benefits Increased knowledge of your role, working preferences, recognition of strengths and potential of others, improved communication and delegation, increased team motivation and engagement and building of a positive and successful team.
• Who should attend? Anyone who is new to managing people.
• Duration and Format A minimum of eight participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning.
• Follow-up coaching is also available to provide ongoing personal development support.

MS Excel Intermediate

This course is designed for those users who wish to step up their current knowledge of Excel to take advantage of the more complex features. To be able to create, edit and format large or multiple spreadsheets. Delegates will also be able to perform calculations and functions within a workbook, manipulate data lists and create custom charts which will enable the user to maintain and present data in a professional environment.

Features

• Excel 2007 gives professionals and everyday users the powerful tools necessary for getting the most out of their data. This course is designed for those users who wish to progress their current knowledge of Excel to include the more complex features.
• Course Objectives To be able to create, edit, and format a spreadsheet. Delegates will also be able to perform calculations and functions within a workbook, manipulate data lists and create custom charts.
• Who will the course benefit? Anyone wishing to use Excel to organise data and perform more complex calculations. Anyone wishing to upgrade from a previous version.
• What skills will the delegate gain? This course will enable delegates to:
• Calculate with Advanced Formulas.
• Organise Worksheet and Table Data using various techniques.
• Create and Modify Charts.
• Analyse data using PivotTables and PivotCharts.
• Insert Graphic Objects.
• Customise and Enhance Workbook and the Excel Environment.
• Pre-Requisites Microsoft Excel 2007: Level 1 [E6M1] This course is designed for students who have completed the Excel 2007 Fundamental course or have equivalent knowledge.
• Course Content Calculating Data with Advanced Formulas. Manage Cell and Range Names. Calculate Data Across Worksheets. Use Specialized Functions. Analyze Data with Logical and Lookup Functions. Organising Worksheet and Table Data. Create and Modify Tables. Format Tables. Sort or Filter Worksheet or Table Data. Calculate Data in a Table or Worksheet. Presenting Data Using Charts. Create a Chart. Modify Charts. Format Charts. Analysing Data using PivotTables and PivotCharts. Create a PivotTable Report. Analyze Data Using PivotCharts. Inserting Graphic Objects. Insert and Modify Pictures and ClipArt. Draw and Modify Shapes. Illustrate Workflow Using SmartArt Graphics. Layer and Group Graphic Objects. Customising and Enhancing Workbooks and Excel Environment. Customize the Excel Environment. Customize Workbooks. Manage Themes. Create and Use Templates.

MS Excel Introduction

This tutorial offers an introduction to the basics of using Excel 2003, a spreadsheet program for data management. It is designed to show you the basics, along with a few fancy features, to get you off to a good start using the program.

Features

• Microsoft Excel 2007 provides delegates with powerful tools for creating professional-looking spreadsheets quickly and easily. This course is designed for new users who wish to acquire the basic Excel skills needed for the creation of spreadsheets.
• Course Objectives: On completion of this course, delegates will be able to create, modify, format and print Spreadsheets using a number of features, as well as creating basic charts. A number of commonly used timesaving features are also introduced giving the necessary skills to use the product effectively.
• Who will the course benefit? Anyone with a need to acquire the basic skills to use Excel 2007 for the creation of spreadsheets and data manipulation. Anyone updating from a previous version of this software.
• What skills will the delegate gain? This course will enable delegates to: Explore the Excel 2007 environment. Perform Calculations. Modify a Worksheet. Format a Worksheet. Print Workbook Content. Manage Large Workbooks.
• Pre-Requisites This course requires that you have a good working knowledge of Microsoft Windows. Students should be familiar with using personal computers and have used a mouse and keyboard.
• Course Content Creating a Basic Worksheet Explore the User Interface and the Ribbon. Navigate and Select in Excel. Obtain Help. Enter Data and Save a Workbook. Customize the Quick Access Toolbar. Performing Calculations Create Basic Formulas. Calculate with Functions. Copy Formulas and Functions. Modifying a Worksheet Manipulate Data. Insert and Delete Cells, Columns, and Rows. Search for Data in a Worksheet. Spell Check a Worksheet. Formatting a Worksheet Modify Fonts. Add Borders and Color to Cells. Change Column Width and Row Height. Apply Number Formats. Position Cell Contents. Apply Cell Styles. Printing Workbook Content Print Workbook Contents Using Default Print Options. Set Print Options. Set Page Breaks. Managing Large Workbooks Format Worksheet Tabs. Manage Worksheets in a Workbook. Manage the View of Large Worksheets.
• Examinations This course is one of a series of courseware titles that addresses Microsoft Certified Application Specialist (Microsoft Business Certification) skill sets.
• Follow-on Courses Microsoft Excel 2007: Level 3 [E6M3] Microsoft Excel 2007: Level 2 [E6M2]

MS Projects Intermediate

This course is designed for those users who wish to improve their current knowledge of Project to take advantage of the more complex features.

Features

• On completion of the course, delegates will use project to help manage their resources and costs
• to set plans, deadlines and schedules. At this level they will be able to track their project and create and print Gantt charts and reports.

MS Projects Introduction

Our Microsoft Project 2003 Introduction course is suitable for complete beginners to Microsoft Project. At the end of this course you will have a good working knowledge of Project basics. You will feel confident using Project and be able to define, schedule and monitor tasks using a variety of tools and views.

Features

MS Word Intermediate

This Microsoft Word training course is designed for those users who wish to improve their current knowledge of Word and take advantage of the more complex features. You will be able to divide a document into sections and columns, to format tables and populate them with data directly from Excel spreadsheets. You will also learn how to add recurrent data to documents in a series such as page numbers and headers. Finally you will be shown how to prepare labels and envelopes, add your company logo to a letter and set up a template for future mail.

Features

• Overview Microsoft Word 2007 provides improved facilities for creating professional-looking documents as well as added functionality for document review and editing. The product provides ease of use by automating many common tasks.
• Course Objectives
• On completion of this course, delegates will be able to create, modify and format documents using a number of features. A number of commonly used timesaving features are also introduced giving the necessary skills to use the product effectively.
• Who will the course benefit? This intermediate course is designed for delegates who are already proficient in the basic features of Word 2007 and now wish to further their knowledge of the product and use it in a more effective and efficient way. Anyone upgrading from a previous version of Word.
• What skills will the delegate gain? This course will enable delegates to:
• Manage Lists.
• Customise Tables and Charts.
• Customise formatting with styles and themes.
• Modify pictures in a document.
• Create Customised graphic elements.
• Insert content using Quick Parts.
• Control Text Flow.
• Use templates to automate document creation.
• Perform Mail Merge.
• Use Macros to Automate common tasks.
• Pre-Requisites Microsoft Word 2007: Level 1 [W6M1] This course is designed for students who have completed the Word 2007 Fundamentals course or have equivalent knowledge.
• Course Content Managing Lists Sort a List. Renumber a List. Customise Lists. Customising Tables and Charts Sort Table Data. Control cell Layout. Perform Calculations in a Table. Create Charts. Customising Formatting with Styles and Themes Create or Modify a Text Style. Create a Custom List or Table Style. Apply Default and Customised Document Themes. Modifying Pictures Resize a Picture. Adjust Picture Appearance Setting. Wrap Text Around a Picture. Creating Customised Graphic Elements Create text boxes and Pull Quotes. Draw Shapes. Add WordArt and other Special Effects to Text. Create Complex Illustrations with SmartArt. Inserting Content Using Quick Parts Insert Building Blocks. Create Building Blocks. Modify Building Blocks. Insert Fields Using Quick Parts. Controlling Text Flow Control Paragraph Flow. Insert Section Breaks. Insert Columns. Link Text Boxes to Control Text Flow. Using Templates to Automate Document Creation Create a Document Based on a Template. Create a Template. Automating Mail Merge Perform a Mail Merge. Mail Merge Envelopes and Labels. Use Word to Create a Data Source. Using Macros to Automate Tasks Perform a task Automatically using a Macro. Create a Macro.

MS Word Introduction

At the end of this one day Word training course you will have a good working knowledge of Word basics. You will feel more confident using Word and be able to create a document from scratch. Understanding and using some of the built in layout and text editing functionality will enable you to produce far more striking and effective documentation in your work and home Word environments. Documents that you create will be easier to read and look more presentable.

Features

• Overview MS Word 2007 is a Word processing software which is a use of computers to create, revise, and save documents for printing and future retrieval. This course is the first in a series of three Microsoft Office Word 2007 courses. It will provide you with the basic concepts required to produce basic business documents quickly and easily.
• Course Objectives On completion of this course, delegates will be able to create, modify and format documents using a number of features. A number of commonly used timesaving features are also introduced giving the necessary skills to use the product effectively.
• Who will the course benefit? This course is designed for those delegates who wish to acquire the basic skills to use Word 2007 effectively. It would benefit anyone wishing to learn the basics of Word 2007 to create simple documents and navigate around the software. Anyone upgrading from a previous version of Word.
• What skills will the delegate gain? This course will enable delegates to:
• Create a basic document using Microsoft Word.
• Edit documents by locating and modifying text.
• Format text.
• Format paragraphs.
• Add tables to a document.
• Add graphic elements to a document.
• Control a document's page setup and its overall appearance.
• Proof documents to make them more accurate.
• Pre-Requisites Students should be familiar with using personal computers and have used a mouse and keyboard. You should be comfortable in the Windows environment and be able to use Windows to manage information on your computer.
• Course Content Creating a Basic Document Explore the User Interface. Open and View a Document. Customize the Word Environment. Obtain Help. Enter Text. Save a Document. Preview and Print a Document. Editing a Document. Navigate and Select Text in a Document. Insert, Delete, or Rearrange Text. Undo Changes. Search and Replace Text. Formatting Text Change Font Appearance. Highlight Text. Formatting Paragraphs Set Tabs to Align Text. Control Paragraph Layout. Add Borders and Shading. Apply Styles. Create Lists. Manage Formatting. Adding Tables Create a Table. Modify the Table Structure. Format a Table. Convert Text to a Table or Tables to Text. Inserting Graphic Objects Add Visual Effects Using Symbols and Special Characters. Insert Illustrations. Controlling Page Appearance Control Page Layout. Apply a Page Border and Color. Add Watermarks. Add Headers and Footers. Proofing a Document Check Spelling, Grammar, and Word Count. Enhance Textual Meaning Using the Thesaurus. Customize AutoCorrect Options.

Networking skills

To develop skills to enable you to professionally network more effectively. This course will help you to create a good impression, develop new relationships and provide an opportunity to build your existing network. The course will include a behavioural assessment which will enable you to determine your own communication style and learn how you can modify your approach to other styles.

Features

• Success in life is never just about what you know. If you are going to make your knowledge, skills and abilities work for you it is essential to build a wide variety of connections with whom you can share information and knowledge in order to build useful and resilient relationships. This course provides a safe environment for you to practice using some of the techniques to begin to create a strong and lasting network of useful acquaintances.
• Objectives By the end of this course you will be able to:
• Identify your network and begin extending it.
• Get noticed and gain trust.
• Use essential skills to build and strengthen relationships.
• Make the network work for your benefit. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for developing your networking skills.
• Benefits Improved understanding of the types of networks, expansion of your existing network, how to break the ice/make small talk/find common ground/keep the conversation going/join and leave a group, increased confidence and more effective relationship-building skills.
• Who should attend? Anyone who needs to build their network of professional relationships.
• Duration and Format A minimum of six participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

NVQ Level 2 Contact Centre Operations

This is a flexible qualification for people working in contact centres or in a customer service environment. It has been designed to meet the wide range and diversity of job roles in the sector and to reflect the wide range of skills and competencies required to work in the sector.

Features

• Objectives are:
• to provide a flexible framework of qualifications, for a wide range of candidates
• to enable candidates to either equip themselves with specialist Contact Centre skills or upgrade their Contact Centre skills
• to provide recognition of this achievement through a National Qualification that provides them with access to and progression in the workplace
• to provide employers and candidates with an opportunity to personalise these qualifications to meet their business and individual needs
• to offer flexible approaches to work-based assessment that meet the needs of employers and candidates alike.
• The units are available at three levels but it is possible that you could mix units from different levels in any one qualification. Each unit is assigned a value according to its level and size and to achieve a full NVQ candidates must achieve a minimum total of Unit Values. Candidates must complete 100 Unit Values to achieve a Level 2 qualification.
• A - Mandatory units H/102/7606 - Develop personal and organisational effectiveness 1 R/102/7620 - Develop personal and organisational effectiveness 2 D/102/7653 - Develop personal and organisational effectiveness 3 T/102/7691 - Develop personal and organisational effectiveness 4 K/102/7607 - Health and safety in ICT and contact centres 1 H/102/7654 - Health and safety in ICT and contact centres 3 A/102/7692 - Health and safety in ICT and contact centres 4 T/102/7979 - Health and safety in ICT and contact centres 5
• B - Optional units A/103/6781 - Incident Management 2 F/103/6782 - Incident Management 3 J/103/6783 - Incident Management 4 L/103/6784 - Incident Management 5 M/102/7608 - Customer care 1 D/102/7619 - Customer care 2 K/102/7655 - Customer care 3 F/102/7693 - Customer care 4 M/102/7978 - Customer care 5 T/102/7609 - Interpersonal and written communication 1 Y/102/7621 - Interpersonal and written communication 2 M/102/7656 - Interpersonal and written communication 3 J/102/7694 - Interpersonal and written communication 4 K/102/7610 - Remote support for products or services 1 H/102/7623 - Remote support for products or services 2 T/102/7657 - Remote support for products or services 3 L/102/7695 - Remote support for products or services 4 M/102/7981 - Remote support for products or services 5 D/102/8320 - Contact centre systems and technology 1 M/102/7947 - Contact centre systems and technology 2 M/102/7950 - Contact centre systems and technology 3 M/102/7964 - Contact centre systems and technology 4 K/102/7980 - Contact centre systems and technology 5 Y/102/7943 - Direct selling and customer acquisition in contact centres 1 T/102/7948 - Direct selling and customer acquisition in contact centres 2 A/102/7966 - Direct selling and customer acquisition in contact centres 3 L/102/7969 - Direct selling and customer acquisition in contact centres 4 A/102/7983 - Direct selling and customer acquisition in contact centres 5 M/102/5700 - E-mail 1 T/102/7951 - Performance management 3 F/102/7970 - Performance management 4 T/102/7982 - Performance management 5 A/102/7952 - Staff resource planning for contact centres 3 J/102/7971 - Staff resource planning for contact centres 4 F/102/7984 - Staff resource planning for contact centres 5 F/102/5720 - E-mail 2 R/102/5740 - E-mail 3

NVQ 2 & 3 Customer Service

These qualifications at levels 2 and 3 are for individuals who deliver a continually improving service to customers. Candidates choose their units from within four themes; impression and image, delivery of customer service, handling problems and development and improvement of customer services. All assessment is carried out in the workplace.

Features

• The Edexcel Level 2 NVQ is designed for staff responsible for delivering customer service and who interact directly with the customer, for example sales or retail staff, staff working on service desks and call centre staff. As well as progressing within their own workplace, Level 2 candidates could also progress to the Level 3 NVQ in Customer Service, as well as in related subjects such as Edexcel NVQs in Business and Administration, or Management. Candidates could also progress to other vocational qualifications such as the Level 2 BTEC Award in Customer Service, the Level 3 BTEC Award/Certificate in Management, or the Level 3 BTEC National Award/Diploma in Business.
• Candidates must complete all units in Group A, plus five other units (at least one from each theme). Total seven units.
• A - Mandatory units M/102/4501 - Prepare yourself to deliver good customer service J/102/4505 - Provide customer service within the rules
• B - Optional - Impression and Image Theme H/103/6273 - Give customers a positive impression of yourself and your organisation K/103/6274 - Promote additional services or products to customers M/103/6275 - Process customer service information T/103/6276 - Live up to the customer service promise A/103/6277 - Make customer service personal F/103/6278 - Go the extra mile in customer service J/103/6279 - Deal with customers in writing or using ICT A/103/6280 - Deal with customers face to face F/103/6281 - Deal with customers by telephone
• C - Optional - Delivery Theme D/102/0234 - Deliver reliable customer service J/103/6282 - Deliver customer service on your customers' premises L/103/6283 - Recognise diversity when delivering customer service
• D - Optional - Handling Problems Theme H/102/0235 - Resolve customer service problems L/102/4506 - Recognise and deal with customer queries, requests and problems
• E - Optional - Development and Improvement Theme M/103/6793 - Develop customer relationships T/103/6794 - Support customer service improvements A/103/6795 - Develop personal performance through delivering customer service

NVQ 2 ITQ

This qualification is for people using Information Technology in the workplace. The qualification is extremely flexible, and adaptable to the individual and business needs.

Features

• The themes for candidates to choose from within the qualification include
• Artwork and imaging
• Database software
• Data management software
• E-mail and
• Presentation software.
• All assessment is carried out in the workplace.

NVQ 2 Team Leading

This qualification is intended for individuals who have a responsibility for the work of others, as they lead a team. It is aimed at people who are entering management or who have the ability and the opportunity to demonstrate their leadership skills. Units include providing leadership for your team, Encouraging innovation in your team and Supporting customer service improvements. All assessment is carried out in the workplace.

Features

• Level 2 candidates can expect to be working as team leaders. There are four mandatory units at this level covering resource management, leadership, working with colleagues and health and safety, together with a choice of option units.
• Candidates must complete all units from Group A plus two units from Group B.
• - Mandatory A/103/1581 - Manage your own resources F/103/1582 - Provide leadership for your team J/103/1583 - Develop productive working relationships with colleagues H/102/5337 - Ensure your own actions reduce risks to health and safety
• B - Optional L/103/1584 - Encourage innovation in your team U1053842 - Support Customer Service Improvements T/104/0361 - Participate in meetings R/103/1585 - Allocate and check work in your team Y/103/1586 - Provide learning opportunities for colleagues M/104/0360 - Help team members address problems affecting their performance H/102/0235 - Resolve customer service problems

NVQ Levels 2&3 Business Administration

These qualifications at levels 2 and 3 are for office professionals working in an administrative capacity in a business setting. Units include the use of IT programmes including Word, Excel etc, use of office equipment and office organisation, filling etc. All assessment is carried out in the workplace.

Features

• The Edexcel Level 2 NVQ in Business Administration is a cross-sector qualification. This means that it will be taken by administrators across a wide variety of areas, including NHS trusts, educational institutions, government departments and the private sector. Level 2 candidates can expect to be employed as administrative or clerical assistants. There is a wide scope of optional units, including managing customer relations, diary systems, arranging travel and accommodation, researching and storing information, as well as a variety of units covering the use of different software and preparation of documents so that candidates can adapt the NVQ to suit their own job role.
• Candidates must complete all units from Group A plus three units from Group B.
• A - Mandatory K/103/1625 - Carry out your responsibilities at work M/103/1626 - Work within your business environment
• B - Optional Y/103/1636 - Maintain customer relations D/103/1637 - Manage diary systems H/103/1638 - Organise business travel and accommodation K/103/1639 - Deal with visitors D/103/1640 - Store, retrieve and archive information H/103/1641 - Research and report information K/103/1642 - Organise and support meetings M/103/1643 - Use a telephone system T/103/1644 - Operate office equipment A/103/1645 - Prepare text from notes F/103/1646 - Prepare text from shorthand J/103/1647 - Prepare text from recorded audio instruction L/103/1648 - Produce documents R/103/1649 - Work effectively with other people D/103/5655 - Calculate critical dates for sentences H/103/5656 - Make administrative arrangements for the appearance of individuals at court J/103/5682 - Make administrative arrangements for the movement of individuals outside the custodial establishment K/103/5657 - Administer documentation for the appeals process M/103/5658 - Administer personal money for individuals in custody T/103/5659 - Prepare documentation to help authorities decide the conditions on which to release individuals from custody K/103/5660 - Make administrative arrangements for the release of individuals from custody M/103/5661 - Contribute to maintaining security and protecting individuals' rights in the custodial environment K/102/5727 - Specialist or bespoke software 2 K/102/5730 - Use IT systems 2 M/102/5731 - Use IT to exchange information 2 J/102/5721 - Word processing software 2 L/102/5722 - Spreadsheet software 2 R/102/5723 - Database software 2 H/102/5726 - Presentation software 2 A/101/3968 - Process Customer Financial Transactions T/101/3970 - Operate Credit Control Procedures H/102/5337 - Ensure your own actions reduce risks to health and safety
• C - Group B - Additional Unit Unit which may be taken in addition to core and specialist units F/102/8701 - Ensure your own actions support the equality, diversity, rights and responsibilities of individuals

Personal Effectiveness

To develop the skills to enable you to improve your interpersonal relationships. This course will help you identify your strengths, build your confidence and communicate more effectively with others. This course will include psychometric testing to enable you to determine your won style preference and learn how you can modify your approach to other styles.

Features

• This course provides participants with a positive and memorable common language and framework for understanding themselves and others better, which they can immediately put into practice. Each participant receives a personal profile during the session which identifies their preferred style of communicating, thinking and working. Understanding self and others is critical to building effective working relationships. Knowing the skills and techniques to demonstrate flexibility and adaptability towards others, reduces relationship tension and increases productivity.
• Objectives By the end of this course you will be able to:
• Explain the power of perception.
• Describe different style preferences.
• Identify your own communication, thinking and working style.
• Recognise preferences of others
• Use adapting techniques to improve relationships. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for improving your personal effectiveness and working relationships.
• Benefits Improved understanding of others needs and expectations, recognition of your own preferences and that of others, increased motivation and engagement, fewer misunderstandings, less stress and more effective team members, decision-making and working relationships.
• Who should attend? Anyone who needs to improve their working relationships through more effective interpersonal skills.
• Duration and Format A minimum of six participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Pre Retirement

The course aims to help people who are about to retire, to cope with the considerable changes this entails. The changes obviously affect finance – and also the need to manage new use of time, different demands on mind and body, changes in the amount of social contact and so on. Support is provided to enable people to think about life in Retirement and discuss the issues involved in an informal and relaxed atmosphere.

Features

Presentation Skills

To develop skills to enable you to deliver presentations more effectively. This course will help you build your confidence, enhance your delivery and engage any audience.

Features

• You already have your content and you know what you want to say, what’s missing is how you present your message to make an impact and create a memorable event for your audience. During this course you will work within a small group to create and deliver more positive, creative and interesting presentations. Personal reflection and group feedback will provide you with the help you need to plan, prepare, practice and practice in a supportive environment.
• Objectives By the end of this course you will be able to:
• Profile your audience for levels of interest, experience and influence.
• Use the correct visuals to increase impact and enhance your message.
• Interact with your audience, taking questions and feedback.
• Deal with difficult people, handle objections and think on your feet.
• Speak to groups with greater confidence and professionalism.
• Keep your audience engaged with enthusiasm and clear communication. Participants have plenty of opportunity to share their experiences and practice their skills during the session. They will also create a personal action plan with specific strategies for developing their presenting skills.
• Benefits More effective use of visual aids, personal development feedback, increased confidence in managing an audience and more effective delivery skills.
• Who should attend? Anyone who presents in front of others, wants to project a professional image and develop their skills and confidence.
• Duration and Format A minimum of four participants, maximum of six. A one day classroom workshop plus a twenty minute pre-course questionnaire. Small group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Project Management

To develop skills to enable you enable you to manage projects more effectively. This course will help you define, plan, implement, close and review your projects using a simple project management approach.

Features

• You are new to project management and have had little formal training in the discipline of project management, or you need to incorporate a project approach in to managing your work. This course will provide you with all the essential skills, tools and techniques that you'll need to support you in your project management role. The focus is on exploring the fundamental principles of successful project management and incorporates a number of easy to apply tools and techniques that will enable you to be more confident and competent in managing a project. Objectives By the end of this course you will be able to:
• Recognise when to use a project approach to managing your work.
• Clearly define the purpose of your project.
• Confidently plan, organise and document your project.
• Monitor and control your project effectively.
• Identify lessons learnt from managing your project. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for developing your project management skills. Benefits Improved planning, implementation, closure and review of your project, increased confidence in managing a project, more effective communication to stakeholders, project team decision-making and working relationships.
• Who should attend? Anyone who needs to develop their project management skills and use a project approach to managing their work.
• Duration and Format A minimum of eight participants, maximum of twelve. A one day classroom workshop plus a twenty minute pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Sales

The Sales profession is one of the fastest growing professional groups in the UK. In today’s global economy, these professions perform a hugely influential role in many of the UKs leading organisations. The Sales profession operates in a variety of sectors and the qualification allows for this flexibility.

Features

• Candidates must complete all units from group A, one unit from group B and three units from group C.
• A - Mandatory Units H/103/9660 - Manage and prioritise time for sales activities D/103/9673 - Demonstrate compliance with legal, regulatory and ethical requirements for sales activities
• B - Optional group 1 L/103/9667 - Sell products or services face-to-face R/103/9668 - Sell products or services over the telephone
• C - Optional group 2 F/103/9634 - Obtain and analyse sales-related information M/103/9645 - Develop, implement and monitor sales call plans J/103/9683 - Manage your own personal and professional development in sales A/103/9664 - Sell products and services at trade fairs, exhibitions or conferences F/103/9665 - Undertake sales demonstrations J/103/9666 - Generate and follow up sales leads R/103/9671 - Handle objections and close sales H/103/9674 - Input and access data in your organisation’s information systems K/103/9675 - Assist customers to obtain finance for purchases M/103/9676 - Process customer orders and payments T/103/9677 - Monitor the delivery of products K/103/1589 - Ensure health and safety requirements are met in your area of responsibility

Team Working

To develop skills you enable you to work more effectively as part of a team. This course will help you work with and understand different types of behaviour, how to get the most out of others and how to communicate and collaborate more effectively. The course will include a behavioural assessment which will enable you to determine your team role preference and learn how you can modify your approach to other preferences.

Features

• Being able to work with a diverse range of people productively is essential to getting the job done and working as part of a team. We all have different approaches, we simply need to understand what they are so we can make decisions together, be motivated and engaged in our work and collaborate effectively to produce results and support the business.
• Objectives By the end of this course you will be able to:
• Explain the characteristics of a high performing team.
• Recognise and overcome the barriers to being and team.
• Identify your team role preference and describe the impact on others.
• Recognise the preferences of your team members.
• Adapt your style to work more effectively as a team. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for improving your team relationships.
• Benefits Increased self-awareness of your own team role preference, improved understanding of other preferences and group dynamics, increased team motivation and engagement, fewer misunderstandings, less stress and more effective team members, decision-making and working relationships.
• Who should attend? Anyone who needs to improve their team working skills and relationships.
• Duration and Format A minimum of eight participants, maximum of twelve. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

The Effective Manager

Have you as a Manager ever had difficulty managing employees and keeping managerial tasks on track? The Effective Manager course will help you establish your leadership style, assist you in identifying and recruiting staff, induction and training, appraisals, manage conflict, disciplinary policies and procedures and Action Plan more effectively. This course will assist you in ensuring your organisational goals are achieved!

Features

Time Management

Develop your skills to enable you to manage your free more effectively. This course will help you recognise how you can work smarter, prioritise and better use your time to improve your productivity.

Features

• Where does your time go? There never seems to be enough time in the day to do everything you had planned or hoped you would achieve, and why did you waste your time on that task that took you twice as long as you thought it would and actually wasn’t that important to do today? If you often wonder where time is lost, its impact on you and others, then this course will show you how effective prioritisation and management of time can make a difference to your work/life balance. You will learn the skills and techniques which will help you regain control.
• Objectives By the end of this course you will be able to:
• Focus on your objectives and key areas of responsibility.
• Identify and manage time stealers.
• Prioritise your tasks and deal with the unexpected.
• Plan ahead and minimise the demands and pressures of your work.
• Delegate tasks successfully to free up some of your time.
• Increase personal productivity to achieve a greater work/life balance. You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for developing your time management skills.
• Benefits Improved planning and prioritising of your work, increased confidence in managing yourself and demands of others, more effective delegation, decision-making and productive use of time.
• Who should attend? Anyone who needs to improve their time management to achieve a better work/life balance.
• Duration and Format A minimum of eight participants, maximum of twelve. A one day classroom workshop plus a twenty minute pre-course questionnaire. Group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.

Train the Trainer

To develop skills to enable you to more effectively train others. This course will help you to build your confidence in a supportive environment and overcome any barriers to delviering effective training. This course will include a behavioural assessment to enable you to determine your own learnning styles of your audience.

Features

• Helping others develop through effective training is an essential skill that will enable colleagues and the business to grow. A trainer needs to use specific skills and techniques to develop high performance in other people - just being competent at presenting is not enough. This course will introduce those skills and provide a supportive environment to learn and practice.
• Objectives: By the end of this course you will be able to:
• Describe the learning cycle.
• Recognise and overcome the barriers to effective learning at work.
• Use different approaches to bring the best out of people.
• Plan and deliver an effective learning experience.
• Monitor the success of your training.
• You will have plenty of opportunity to share your experiences and practice your skills during the session. You will also create a personal action plan with specific strategies for improving your training skills.
• Benefits: Increased self-awareness of your own learning style, improved understanding of others styles and the barriers to effective learning, knowledge of how to help others to realise their full potential, increased team motivation and engagement, and more skilled and effective team members.
• Who should attend? Anyone who is responsible for training and developing others.
• Duration and Format A minimum of four participants, maximum of six. A one day classroom workshop plus a twenty minute on-line pre-course questionnaire. Small group discussions, individual and team activities, practice sessions and action-planning. Follow-up coaching is also available to provide ongoing personal development support.