Training Directory June 2014
Unit 5, Fontigarry Business Park, 7 Reigate Road, Sidlow, Reigate, Surrey, RH2 8QH Tel. 01293 824863 e-mail
[email protected] website www.legacyld.co.uk
Training Directory – June 2014
Welcome We hope that this directory will give you an idea of the services that we offer, but before that, we felt it was important to try to tell you a bit about who we are. Legacy L&D Limited is made up of a closely-knit and highly experienced team that has developed over the last 21 years. We pride ourselves on the training that we provide and the support that you and your delegates will receive. Over the last decade, we have become a very successful accredited centre of the Institute of Leadership and Management. We work with organisations across the UK, delivering hundreds of workshops and programmes each year. We would be genuinely grateful of the opportunity to work with you. We believe that if you afford us that opportunity, you will find that we are enthusiastic about what we do and take great pride in our work. We hope that you will find our team knowledgeable and helpful. We know we can deliver great training, but we hope you will also get to know everyone by name and feel confident that you will receive high quality service, regardless of which of us you talk to. We will never bounce you around a phone system in search of a designated role. We are all committed to getting it right for our clients. We have very high customer retention, very low staff turnover and the highest quality rating available (self-certification), from the ILM, our awarding body. Have a look through the directory and if there is anything of interest, please get in touch for a chat. Thank you for your interest. Regards
Steve Rance Director
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Training Directory – June 2014
Table of contents Welcome .................................................................................................................................... 2 Table of contents ....................................................................................................................... 3 Company overview .................................................................................................................... 5 Testimonies ................................................................................................................................ 6 Building your workshop ............................................................................................................. 7 Single workshops for staff ................................................................................................ 8 Communication Skills .............................................................................................................................. 9 Dealing with difficult situations ............................................................................................................ 10 Delivering effective customer service................................................................................................... 11 Developing yourself .............................................................................................................................. 12 Interpersonal skills ................................................................................................................................ 13 Personal safety workshop ..................................................................................................................... 14 Preparing for your appraisal ................................................................................................................. 15 Preparing to lead a team ...................................................................................................................... 16 Problem solving..................................................................................................................................... 18 Re-employment workshop ................................................................................................................... 19 Speed reading ....................................................................................................................................... 20 Stress awareness................................................................................................................................... 21 Time management ................................................................................................................................ 22 Understanding teams............................................................................................................................ 23 Working in a challenging environment ................................................................................................. 24
Single workshops for managers ...................................................................................... 25 Addressing underperformance ............................................................................................................. 26 Business planning.................................................................................................................................. 27 Chairing effective meetings .................................................................................................................. 28 Coaching skills ....................................................................................................................................... 29 Creative thinking ................................................................................................................................... 30 Delegation and empowerment ............................................................................................................. 31 Effective appraisals ............................................................................................................................... 32 Effective communication ...................................................................................................................... 33 Facilitation skills .................................................................................................................................... 34 Finance for non-financial managers ..................................................................................................... 35 Interpersonal skills ................................................................................................................................ 36 Leadership skills .................................................................................................................................... 37 Managing change .................................................................................................................................. 38 Managing conflict.................................................................................................................................. 39 Managing customer care ...................................................................................................................... 40 Call us now on 01293 824863 for more information
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Training Directory – June 2014 Managing performance ........................................................................................................................ 41 Managing stress in self and others ....................................................................................................... 42 Managing your workload ...................................................................................................................... 43 Motivation skills .................................................................................................................................... 44 Negotiating skills ................................................................................................................................... 45 Persuading and influencing skills .......................................................................................................... 46 Presentation skills ................................................................................................................................. 47 Problem solving and decision making................................................................................................... 48 Project management ............................................................................................................................ 49 Recruitment and selection .................................................................................................................... 50 Report writing ....................................................................................................................................... 51 Supervisory skills ................................................................................................................................... 52 Time management ................................................................................................................................ 53
Management Development Programmes........................................................................ 54 Developing Team Leaders ..................................................................................................................... 57 Developing First Line Managers ............................................................................................................ 58 Developing Middle Managers ............................................................................................................... 59 Developing Senior Managers ................................................................................................................ 60
Building Effective Teams ................................................................................................. 61 Team Building Workshop ...................................................................................................................... 62
Strategic Deployment Inventory ..................................................................................... 63
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Training Directory – June 2014
Company overview Our aim We are committed to the provision of quality training solutions. We believe that there should be a tangible benefit arising from any investment in training. Our service All courses are tailored to meet your specific requirements. Course material and case studies are designed to reflect the working environment of your delegates. There is no charge for the time that we invest in tailoring courses on your behalf. This is our commitment to ensuring that your requirements are met in full. All trainers have held senior positions within large organisations. Their experience enables them to work with delegates in a highly interactive manner and to effectively relate the course to the ‘real world’. Each delegate will develop an individual action plan for implementation upon return to the workplace. This comprises of a series of time-bound objectives that will improve the way they work, or how tasks are carried out in their area. We have a transparent fee structure; all course design and training materials are included in daily our rates. For bookings and enquiries To discuss your requirements, please contact us as follows; By telephone
01293 824863
By e-mail
[email protected] [email protected]
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Training Directory – June 2014
Testimonies We recognise that in choosing to work with us, you are putting your trust in what we do. We want you to have peace of mind. We are committed to developing workshops that are of value to your candidates and deliver results for you. We will be pleased to arrange references on request. “A first-class service across a wide range of training areas. Every delivery has been preceded by thorough consultation and all training has been tailored according to the needs of our staff. Your trainers have shown commitment to delivering a very high standard of training and have demonstrated excellent flexibility.” “The feedback from the delegates has been very good - it is certainly the most positive of any training event we have run in the last 5 years.” “The management-training programme you conducted for us was extremely effective and helped us to carry forward the changes we were seeking to make. Into the bargain working with you was fun and gave me lots of insights.” “Everyone found the content of great benefit, particularly as the courses were tailor-made specifically for us.” “Really enjoyed working with you as well, and think you have a great approach and your programme and your trainers are of the highest quality - which is why so many of us, in HE, use you and your company to help us push forward our management development initiatives.” “Good luck in all your endeavours and can you thank Pete from me for all of his hard work, lots of delegates he has trained we see on our sessions and they can’t talk highly enough about him!!” “Once again, many thanks for a thoroughly enjoyable and interesting course - if only all were like that!” “It has been a pleasure attending your classes and the lessons and skills acquired as a consequence will be treasured.”
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Training Directory – June 2014
Building your workshop The course outlines included in this directory have been developed to give you an indication of the range of workshops we offer. Your workshops will be based on your requirements and can take content from a range of subject areas, to ensure that your desired learning outcomes are achieved. Following an initial discussion or meeting with you, we will create a proposed outline showing our suggested approach. If you decide to proceed, we will tailor content with you and your colleagues. The trainer who will be presenting your workshop will be involved in this process.
Not sure about which workshop is right for you? One of our clients recently asked us for a communication workshop. In the process of discussing the workshop, it became apparent that the issue was around the way that managers speak to their team members, especially when discussing performance. We developed a bespoke solution that provided candidates with: An enhanced understanding of their own personality traits The ability to manage their own behaviour to influence the behaviour of others An understanding of the role of a manager in handling underperformance and how to do so Talk to us about the issues you have identified and we’ll give you our thoughts on the different approaches available to you.
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Training Directory – June 2014
Single workshops for staff We know people come to work to pay the bills, but for most of us, there is a bit more to it than just that. We tend to seek opportunities for recognition, achievement and we want to feel part of something worthwhile. The workshops included in this section, are designed to reflect the knowledge and skills that will help team members feel best able to make an effective contribution to their team. As team members, it is important that we should be ale to particpate in the ongoing process of team development and key processes, such as problem solving. We need to feel confident in our ability to interact with others, both inside and outside of the team and we must share a commitment to great customer service. Ideally individuals will be self-aware and have a good understanding of how they can make best use of their time. These workshops help individuals to take responsibility for their own effectiveness and give them the tools they need to take an active role in their team.
Communication skills 9 Dealing with difficult situations 10 Delivering effective customer service 11 Developing yourself 12 Interpersonal skills 13 Personal safety 14 Preparing for your appraisal 15 Preparing to lead a team 16-17
Problem solving 18 Re-employment workshop 19 Speed reading 20 Stress awareness 21 Time management 22 Understanding teams 23 Working in a challenging environment 24
Page numbers shown in blue
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Training Directory – June 2014
Communication Skills
Single workshops for staff
Purpose This workshop is designed to explore factors affecting communication and how best to communicate at work. Learning Outcomes On completion the candidate should be able to: Understand the needs and perception of others Understand and apply knowledge of the communication process Recognise and overcome barriers to communication Select and use the most effective means of communicating in a range of workplace situations Understand how to maintain good relations with others Indicative content The role of communication at work Needs and perception Stages in the communication process Barriers to communication and how to overcome them Different ways to communicate and their relative advantages and disadvantages Human nature/human relations Methods of communication Selecting the appropriate method Communication skills The use of plain English Communicating at the right level Effective listening
Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Dealing with difficult situations
Single workshops for staff
Purpose This course is designed to enhance candidates’ skills in dealing with difficult and potentially aggressive situations. Learning Outcomes On completion the candidate should be able to: Identify and minimise the sources of anger and aggression Develop skills in handling conflict and aggressive situations Use assertiveness without provoking aggression Demonstrate enhanced interpersonal skills Indicative content Human behaviour/human relations Basic human rights Cycle of anger Conflict resolution strategies Dealing with aggressive people Assertiveness versus aggression Barriers to assertiveness Attitude control Controlling stress Identifying the problem Interpersonal skills Practical exercises Action plan
Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Delivering effective customer service
Single workshops for staff
Purpose The course demonstrates the relationship between organisational excellence and a concern at all levels for the customer, leading to improved customer relations. It is designed to instil a desire to accept responsibility for customers. Learning Outcomes On completion the candidate should be able to: Understand the needs of customers Use a range of customer service principles to meet or exceed customer expectations Ask questions and listen actively to identify customer requirements Provide information to customers on the goods or services available Negotiate with customers within limits of own authority Indicative content Customer service requirements Human behaviour / human relations External and internal customers Types of service Customer service principles and practices Focusing on the customer Communicating with customers Questioning Active listening Informing Negotiating Telephone techniques and practices Dealing with complaints Attitude control Practical exercises
Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Developing yourself
Single workshops for staff
Purpose This course is designed to help individuals take responsibility for their own development. Learning Outcomes On completion the candidate should be able to: Identify current and future requirements of own job role in the context of the organisation’s objectives Assess own skills, values and career goals in relation to the job role Monitor own performance and obtain feedback from others, and use it constructively Identify relevant development needs Recognise alternative learning styles Take ownership for self development Indicative content Use of job description, matching to own CV Personal SWOT analysis Personal PESTLE (Political, Economic, Social, Technological, Legal, Environmental) analysis Organisation’s objectives and development plans and significance for own development Obtaining feedback on performance from line managers and colleagues Simple training needs analysis – using outcomes of SWOT and PESTLE analyses Identification of own preferred learning styles The importance of taking responsibility for own personal development Action plan
Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Interpersonal skills
Single workshops for staff
Purpose This workshop develops an understanding of how we interact with others and how we might use our behaviour to influence the behaviour of people we deal with. Learning Outcomes On completion the candidate should be able to: Understand the behaviour of self and others Manage behaviour to interact with others productively Promote and sustain better communication Use assertive behaviour to achieve results Indicative content Interpersonal relations Interpersonal skills Self image Perception Assertion Crediting and constructive criticism Getting your point across Clarifying ideas and opinions Building relationships Transactional analysis Resolving conflict Practical exercises Action plan
Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Personal safety workshop
Single workshops for staff
Purpose This module is designed to increase awareness of personal safety issues. Learning Outcomes On completion the candidate should be able to: Identify potential danger points and situations Demonstrate enhanced personal safety awareness Identify and address specific problem areas Indicative content Safety responsibilities Domino effect Identifying potential hazards Unsafe acts and conditions when travelling and visiting homes Identification of specific problem areas Working methods and practices to enhance personal safety Positioning Handling conflict with clients in the home and office Case studies Action plan
Duration This subject is best suited to a duration of one day.
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Training Directory – June 2014
Preparing for your appraisal
Single workshops for staff
Purpose To help staff prepare for their performance review and to provide them with an increased awareness of the benefits, both to the individual and their employer. Learning Outcomes On completion the candidate should be able to: Understand the purpose and benefits of appraisals Prepare effectively for their own appraisal Participate positively at the interview Indicative content Purpose of appraisal interviews Examination of appraisal documents Effective objective/goal setting Preparation and planning for the interview The appraisal interview Key points of the interview Building confidence Interview follow-up Action plan Duration This subject is best suited to a duration of half-day.
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Training Directory – June 2014
Preparing to lead a team
Single workshops for staff
Purpose This workshop is designed for aspiring or newly practising team leaders, developing a range of skills that will help them to be effective in their first supervisory role. Day one a.m. - The role of the team leader Learning Outcomes On completion the candidate should be able to: Recognise and understand the role and responsibilities of the team leader Understand the importance of respect and trust within the team Establish and maintain respect and trust within the team Adopt a leadership style appropriate to the circumstances Indicative Content The roles, functions and responsibilities of a team leader Limits of authority and accountability, and how these are defined The importance of respect and trust, and how to establish and maintain these Leadership styles and their application in varied situations Day one p.m. - Dealing with problems Learning Outcomes On completion the candidate should be able to: Recognise the effects of problems and potential problems in the workplace Identify causes of problems as they arise Involve appropriate team members in generating solutions Evaluate alternative courses of action Select, plan and implement appropriate solutions Indicative Content Basic techniques for problem recognition and resolution The importance of involving team members in problem resolution Simple decision making techniques to evaluate alternative solutions Planning and implementing solutions Monitoring and adapting plans
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Training Directory – June 2014
Preparing to lead a team continued
Single workshops for staff
Day two a.m. - Effective communication Learning Outcomes On completion the candidate should be able to: Understand and apply knowledge of the communication process Recognise and overcome barriers to communication Select and use the most effective means of communicating in a range of workplace situations Indicative Content The communication process Selecting the right level of communication Effective communication skills Effective listening Barriers to communication and methods to overcome them Forms of communication and their relative advantages and disadvantages Ensuring effective communication in the workplace Day two p.m. - Meeting customer requirements Learning Outcomes On completion the candidate should be able to: Recognise the differences between internal and external customers of the organisation Explain the established standards of service Recognise differing expectations of various customer groups Interpret simple performance indicators Explain the need to improve service standards to exceed customers’ expectations Indicative Content Own internal and external customers Awareness of service standards in own organisation Simple performance indicators How to recognise different types of customers, their expectations and needs Techniques for improving performance to exceed customer expectations, including use of performance indicators Duration This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Problem solving
Single workshops for staff
Purpose This workshop is designed to enhance the delegates’ capacity to collect and analyse information to allow them to contribute to problem analysis and decision making. Learning Outcomes On completion the candidate should be able to: Clearly define the problem to be addressed Analyse problems using both creative and logical techniques Use a range of recognised tools and techniques to inform the decision making process Understand the value of consensus decision making Indicative Content Workings of the mind The cycle of problem solving Analytical and creative problem solving Problem solving tools The importance of adequate information for effective decision making Factors influencing our decision making Phases of decision making Consensus decision making Decision making techniques Practical exercises and action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Re-employment workshop
Single workshops for staff
Purpose This module has been developed to support employees to successfully gain re-employment. Learning Outcomes On completion the candidate should be able to: Approach the task of finding a new role in a positive manner Understand how to effectively search for roles Construct a professional CV Apply for roles in a professional manner Demonstrate enhanced confidence and effectiveness at interview Indicative Content Review of situation Job focus Self assessment The job market Networking / Cold calling Preparing CVs Letter writing Interview techniques / Question handling Assessing offers Practical sessions Action plan Duration This subject is best suited to a duration of one day.
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Training Directory – June 2014
Speed reading
Single workshops for staff
Purpose To enhance reading effectiveness, through an improved ability to identify and apply the correct speed reading technique to meet the individual reading need whilst retaining high levels of comprehension Learning Outcomes On completion the candidate should be able to: Use speed reading to increase reading speeds Identify and match the correct speed reading technique to each situation Maintain comprehension levels when increasing reading speed Indicative Content Escaping the traditional reading trap Managing your reading Note taking Mind mapping Eye movement and visual span Speed reading techniques Limiting reading time Skimming versus digging Vocabulary Increasing comprehension Practical sessions Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Stress awareness
Single workshops for staff
Purpose This workshop is designed to assist delegates to understand and identify the causes of stress and to manage its effects. Learning Outcomes On completion the candidate should be able to: Understand the causes and effects of stress Identify potential personal stress situations Control and manage their own stress Indicative content Stress versus pressure Causes of stress Stress symptoms and signals Effects of stress Identifying and analysing individual stress situations Confronting and handling stressors Techniques in controlling stress Practical applications of the principles of stress management Assertiveness in stress situations Controlling stress through effective time and self management Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Time management
Single workshops for staff
Purpose This course is designed to identify key problem areas of time management and to assist delegates in relating these to their work to enhance the effective use of their time. Learning Outcomes On completion the candidate should be able to: Define key areas of time management To identify & analyse problems Use the resources available more effectively To enhance delegates time management techniques and skills Indicative content Time management problem areas Perfectionism Planning/Weekly Planning System Setting and achieving deadlines Categories of time Time management techniques and skills Procrastination Meetings Mail, e-mail and telephone Speed reading Delegation Practical exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Understanding teams
Single workshops for staff
Purpose This module is designed to increase delegates understanding of the role of an individual in a team and enhance their effectiveness as team members. Learning Outcomes On completion the candidate should be able to: Understand the benefits of working as a team Recognise the needs of a team Identify the essential roles of individuals within a team Understand own role as a team member Understand the team process and the value of consensus decision making Indicative Content Differences between a group and a team Synergy and interdependence Individual roles in a team Self evaluation of role within a team The needs and objectives of teams Strengths/weaknesses both team and individual Team problems Building trust and commitment within a team Consensus decision making Team exercise with feedback and review Action plans Duration This subject is best suited to a duration of one day.
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Training Directory – June 2014
Working in a challenging environment
Single workshops for staff
Purpose This workshop is designed to enhance key skills that are important in a challenging working environment. The day is highly interactive and includes the use of practical exercises and syndicate group work to help delegates develop a personal action plan for implementation upon return to the workplace. Learning Outcomes On completion the candidate should be able to: To provide an overview of team roles To enhance communication skills To further delegates’ ability to control and manage their own stress when working under pressure To promote the understanding and use of key time management skills Indicative content Team Roles Individual roles in a team Self evaluation of team role Building on strengths both team and individual Interdependence Effective Communication Client and colleagues’ needs/perceptions Face to Face Communication Transactional analysis Working under Pressure Stress versus pressure Stress symptoms and signals Effects of stress Techniques in controlling stress Principles in managing pressure and stress Self and Time Management Time management problem areas Planning/Weekly Planning System Setting and achieving deadlines Categories of time Time management techniques and skills Post-course action plan Duration
This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Single workshops for managers According to our dictionary, a manager is someone who achieves results by making best use of the resources available to them. Although that seems like a very straightforward definition, when you consider what managers have to do, to make it happen, you soon realise there is an awful lot more than meets the eye. The workshops included in this section are designed to help managers to be successful. Many of them regularly appear in the management development programmes that we deliver. They can be used as individual workshops, or if you prefer, put together to form a programme of your own, which we can optionally have endorsed by the Institute of Leadership and Management for you.
Addressing underperformance 26 Business planning 27 Chairing effective meetings 28 Coaching skills 29 Creative thinking 30 Delegation and empowerment 31 Effective appraisals 32 Effective communication 33 Facilitation skills 34 Finance for non-financial managers 35 Interpersonal skills 36 Leadership skills 37 Managing change 38 Managing conflict 39
Managing customer care 40 Managing performance 41 Managing stress in self and others 42 Managing your workload 43 Motivation skills 44 Negotiating skills 45 Persuading & influencing skills 46 Presentation skills 47 Problem solving & decision making 48 Project management 49 Recruitment & selection 50 Report writing 51 Supervisory skills 52 Time management 53
Page numbers shown in blue
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Training Directory – June 2014
Addressing underperformance
Single workshops for managers
Purpose To enhance delegates’ skills in identifying and addressing the causes of underperformance. Learning Outcomes On completion the candidate should be able to: Address and resolving underperformance Understand the difference between formal and informal discipline Appreciate the need for action Indicative content Identifying performance standards Assessing results Problems of interpretation Formal and informal discipline The need for action Setting and measuring of targets Handling difficult situations Case studies Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Business planning
Single workshops for managers
Purpose To enhance delegates’ ability to develop, monitor and review business plans and to assist in specifying and achieving service levels. Learning Outcomes On completion the candidate should be able to: Understand the elements of a business plan Review and identify objectives Specify the required service levels Develop outline business plans
Indicative content The role and need of business planning The business plan structure Components of the business plan Definition of business / service Definition of objectives and key performance indicators Identification of market place Marketing a service Pestle./swot/ tows and risk analysis Forecasting and budgeting Reviewing, monitoring and improving the plan Development of draft business plan Action plan Duration This subject is best suited to a duration of one day.
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Training Directory – June 2014
Chairing effective meetings
Single workshops for managers
Purpose To allow delegates to effectively chair and participate in meetings. Learning Outcomes On completion the candidate should be able to: Confidently chair and participate in meetings Demonstrate procedure necessary for preparing, running and controlling effective meetings Participate constructively at meetings Achieve consensus decisions in difficult situations Indicative content Assertiveness in meetings Pre-meeting planning The role of the chair Agendas Structure of meetings Working with the minute taker Uniting the group and achieving consensus Involving all participants Handling disruptive situations Participating at meetings Minutes and follow up Meeting exercise Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Coaching skills
Single workshops for managers
Purpose To provide delegates with the necessary methods and skills to enhance their effectiveness and confidence when coaching, instructing or supporting others. Learning Outcomes On completion the candidate should be able to: Describe the benefits and purpose of coaching Confidently coach in both formal and informal situations Use the correct coaching method to suit the situation Indicative content The need for coaching Recognising learning opportunities and assessing individual strengths How people learn Coaching and instruction planning Coaching and instruction methods Coaching in the workplace Effective listening and giving feedback Ongoing coaching as part of delegation Giving support Practical exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Creative thinking
Single workshops for managers
Purpose To help delegates acquire and use proven strategies for creative thinking, both in individual and group problem solving situations. Learning Outcomes On completion the candidate should be able to: Understand the difference between convergent and divergent thinking and appreciate the uses of each method Review and apply techniques for creative thinking in relation to individual and group problem solving situations Indicative content Working of the mind Analytical and creative thinking Role of creative thinking in management Applications of techniques for problem solving Circles of influence Force field analysis Cause and effect Critical path analysis Brainstorming Lateral thinking Practical exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Delegation and empowerment
Single workshops for managers
Purpose To improve personal and organisational efficiency through enhanced delegation skills. Learning Outcomes On completion the candidate should be able to: Manage others more productively Link delegation with the development, contribution and motivation of others Make better use of the team’s time Understand empowerment and actions that can be taken to promote this within a team Indicative content Why delegate? Managing versus operating time conflict Setting priorities Trust and risk taking Creating a culture of empowerment Achieving results through others The process of delegation Planning effective delegation Developing others through delegation Practical exercise Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Effective appraisals
Single workshops for managers
Purpose This course is designed to enhance delegates’ appraisal skills. Learning Outcomes On completion the candidate should be able to: Use the performance appraisal documentation effectively at interview Successfully conduct appraisal interviews Deal with difficult staff and situations Set and monitor realistic goals/objectives
Indicative content Purpose of appraisal interviews to Appraiser, Appraisee and the Company Examination of appraisal documents The importance of the job description Performance standards Interpretation of performance Effective objective/goal setting Preparation and planning for the interview Appraisal interviewing skills Key points of the interview Building confidence Interview follow-up Handling difficult staff and situations Practical sessions Action plan
Duration This subject can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Effective communication
Single workshops for managers
Purpose To enhance delegates’ ability to maintain good relations with clients and colleagues in all situations through effective communication skills. Learning Outcomes On completion the candidate should be able to: Understand customer needs and their perception of the delegates communication style Maintain good relations with colleagues in all situations Demonstrate enhanced interpersonal skills Deal confidently with difficult situations Indicative content The role of communication at work Colleagues’ needs/perception Human nature/human relations Methods of communication Selecting the appropriate method Communication skills The use of plain English Communicating on the customers level Effective listening Transactional analysis Personal profile with feedback Handling difficult people/situations Action plan Duration This subject can be used as the basis for half-day, one day and two day workshops.
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Training Directory – June 2014
Facilitation skills
Single workshops for managers
Purpose To provide the necessary methods and skills to make delegates effective and confident when facilitating. Learning Outcomes On completion the candidate should be able to: Facilitate in both formal and informal situations Demonstrate a set of key facilitation skills Understand the structure necessary for effective facilitation Indicative content What is facilitation? What makes an effective facilitator? Planning and preparation Understanding group dynamics Managing the group Facilitation techniques Leading group discussions Decision making Presentation communication & listening skills Use of visual aids Dealing with difficult situations Practical exercises Action plan Duration This subject can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Finance for non-financial managers
Single workshops for managers
Purpose To increase awareness and understanding of business finance whilst focusing on financial planning and budget control. Learning Outcomes On completion the candidate should be able to: Understand the content and purposes of the profit and loss account and balance sheet. Evaluate financial health and performance using accepted financial ratios. Understand the importance of management accounts and budget control Understand the financial function of the organisation and how the finance team can support a manager Indicative content Accounting terminology Financial statements Balance sheets Profit and loss account Cash flow statement Report and accounts Interpretation of accounts using ratios Financial planning Budget setting and management Variance analysis Break-even analysis Practical exercises Action plan Duration This subject can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Interpersonal skills
Single workshops for managers
Purpose To augment delegates’ skills in cultivating and sustaining commitment, trust and cooperation from others at work. Learning Outcomes On completion the candidate should be able to: Manage others productively Promote and sustain better communication Promote and sustain greater motivation from others Listen to others more effectively Seek to understand before being understood Indicative content Human nature / human relations Self image Crediting-giving support and recognition Clarifying ideas and opinions Building relationships Managing differences Constructive criticism Listening Transactional analysis Practical exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Leadership skills
Single workshops for managers
Purpose To deepen delegates understanding of leadership practices, to give increased awareness of present leadership styles and the competencies required to achieve business goals through the resources of other people. Learning Outcomes On completion the candidate should be able to: Understand the difference between a manager and a leader Appreciate of the essential functions of leadership Develop recognition of action-centred leadership functions through observation techniques Apply leadership functions in the workplace Indicative content Functions of management The leadership role Action centred leadership Management styles Motivation skills Human relations Delegation Managing performance Self-assessment profiles with feedback Practical exercises Action plan Duration This subject can be used as the basis for half-day, one day and two day workshops.
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Training Directory – June 2014
Managing change
Single workshops for managers
Purpose To enhance delegates understanding of the affects of change on individuals and their teams and to develop methods of minimising negative elements. Learning Outcomes On completion the candidate should be able to: Maintain performance levels in a changing environment Create an environment that encourages a positive response to change Communicate effectively at times of change Indicative content The need for change Phases of the change process Roles and responsibilities in the change process Understanding the reactions to change Overcoming resistance The human aspects of change Working in a changing environment Creating a positive environment Building commitment in others The importance of involvement Communication methods Practical exercises Action plan Duration This subject can be used as the basis for half-day, one day and two day workshops.
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Training Directory – June 2014
Managing conflict
Single workshops for managers
Purpose To enhance delegates’ skills in dealing with both internal and external areas of conflict. Learning Outcomes On completion the candidate should be able to: Identify and minimise the sources of conflict Manage conflict and aggressive situations Use assertiveness without provoking aggression Demonstrate enhanced interpersonal skills Indicative content Human behaviour/human relations Handling difficult situations and people Identifying the 'real' problem Strategies for resolving conflict Making balanced judgements Assertiveness versus aggression Attitude control Interpersonal skills Building relationships Practical tailored exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Managing customer care
Single workshops for managers
Purpose To develop managers understanding of the relationship between organisational excellence and a concern at all levels for the customer leading to improved customer relations. Learning Outcomes On completion the candidate should be able to: Instil at all levels a duty to accept responsibility for customers Understand the needs of customer needs Apply customer service techniques Encourage a customer focussed culture Indicative content Customer service requirements Identifying areas for improvement Introducing a customer care culture Controlling stress in others Telephone techniques Attitude control Dealing with aggressive people Handling complaints Building staff commitment to customer care Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Managing performance
Single workshops for managers
Purpose This workshop is designed to enhance delegates’ ability to manage team and individual performance in a positive manner. Learning Outcomes On completion the candidate should be able to: Understand the manager’s role in managing performance Identify and agree performance objectives Select appropriate methods to improve performance where necessary Use performance indicators to monitor team performance against agreed targets Indicative content Performance standards Interpreting performance against standards Encouraging positive performance The need for objectives Setting smart objectives Primary and secondary objectives Addressing under-performance Crediting and constructive criticism Monitoring performance Case studies Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Managing stress in self and others
Single workshops for managers
Purpose To assist managers to understand and identify the causes of stress and to control its effects in work situations. Learning Outcomes On completion the candidate should be able to: Understand the causes and effects of stress Identify and confront stress situations and signals in others Adapt management styles to avoid developing stress in others Appreciate the difference between stress and pressure Indicative content Positive pressure versus stress Effects of stress Causes of stress Identifying stress symptoms and signals Identifying potential departmental stressors Management techniques in minimising stress Management styles in dealing with stress Controlling stress in others Avoiding the stress spiral Practical applications of the principles of stress management Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Single workshops for managers
Managing your workload
Purpose To develop time management and planning skills, allowing candidates to make best use of their time. Learning Outcomes On completion the candidate should be able to: Recognise the importance of effective time management to achieve objectives Plan activities within constraints Use a range of techniques to make best use of their time Identify and minimise interruptions to planned work Agree objectives with line manager and set targets as appropriate Plan work activities to meet objectives and targets Ensure work requirements are communicated clearly Apply monitoring and control techniques in the workplace Evaluate results and adjust plans accordingly Indicative content Time management problem areas Perfectionism Planning/weekly planning system Setting and achieving deadlines Categories of time Time management techniques and skills Procrastination Meetings Mail, e-mail and telephone The benefits of a planned approach Components of planning Agreeing objectives Developing a plan Managing third party contribution Scheduling Setting budgets Monitoring and review Practical exercises Action plan Duration This subject is best suited to a duration of one day.
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Training Directory – June 2014
Motivation skills
Single workshops for managers
Purpose This course helps delegates to understand key motivational factors and to form strategies to maintain a high level of motivation in their work group. Learning Outcomes On completion the candidate should be able to: Identify individual motivational factors Practice strategies in group and individual situations Use motivation techniques to enhance team performance Indicative content The individual Motivational theories Psychology of work Factors affecting behaviour Motivating factors and barriers Assessing individuals Practical steps to motivating others Self-assessment profile Practical exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Negotiating skills
Single workshops for managers
Purpose This module is designed to enhance delegates’ ability to negotiate effectively at all levels using improved procedures, strategies and tactics. Learning Outcomes On completion the candidate should be able to: Use planning to understand and counter the strengths and strategies of the other party Understand the factors that determine results for both buyer and seller Apply strategies and tactics for effective negotiation Understand and use maximum and minimum settlement points Indicative content Negotiating styles Negotiating situations Factors which determine results Planning for negotiations The negotiating tasks The phases of the negotiating process Tactics and strategies Negotiating against competitors Behaviour do's and don’ts Buyers power - real and perceived Control and concessions Pure bargaining Maximum and minimum settlement points Maximising your share of the bargaining range Negotiation simulation exercise Action plan Duration This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Persuading and influencing skills
Single workshops for managers
Purpose To develop a range of selling and assertiveness skills enabling delegates to communicate ideas fluently and persuasively in order to gain acceptance from their colleagues and clients. Learning Outcomes On completion the candidate should be able to: Demonstrate enhanced skills in persuading and influencing Apply these skills to communicate and gain acceptance of ideas Use of assertive behaviour at all levels Indicative content The need for persuasion skills Assertiveness Components of an assertive situation Positive communication styles Planning, preparation and phases of the presentation Questioning and listening skills The element of risk Identifying and selling the benefits of ideas Gaining commitment Need satisfaction selling of ideas Objection handling Recognising the point of conviction Closing techniques Practical exercises Action plan Duration This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Presentation skills
Single workshops for managers
Purpose This module is designed to increase delegates’ ability to express themselves professionally to small or large audiences. Learning Outcomes On completion the candidate should be able to: Prepare a structured presentation Speak with confidence and fluidity even when under stress Use visual aids as part of a presentation Demonstrate enhanced presentation delivery skills Indicative content How people assimilate information Preparation and planning Presentation structure Use of visual aids Presentation and lecture techniques Speaking with conviction Gaining commitment and holding attention Knowing the audience Persuasion skills Question handling Controlling nerves Timing Practice sessions with video feedback (optional) Action plan Duration This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Problem solving and decision making
Single workshops for managers
Purpose To enhance to enhance the delegates capacity to collect and process information for the purpose of problem analysis and decision making Learning Outcomes On completion the candidate should be able to: Assess information using proven techniques and models Recognise the benefit of involving their team in problem solving Understand the factors that influence the decisions we make Use a range of decision making techniques Understand the dynamics of consensus decision making Indicative content The cycle of problem solving Analytical / creative problem solving Creative thinking Problem analysis techniques and models Brainstorming Pareto analysis Circles of influence Force field analysis Cause and effect Histograms Critical path analysis Gantt charts Influences to decision making Decision making techniques Consensus decision making Implementing, monitoring and evaluating decisions Effective planning Practical exercises and action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Project management
Single workshops for managers
Purpose To enable managers to plan, implement and monitor cost-effective projects. Learning Outcomes On completion the candidate should be able to: Scope, plan and schedule workplace projects Understand and use a proven project methodology Monitor, review and analyse performance against plan Indicative content The role of project management Setting project objectives Planning Swot analysis Force field analysis Risk analysis Establishing the project budget Authority / accountability Scheduling Critical path schedules Gantt charts Problem solving and decision making techniques Decision trees Pareto analysis Allocation of resources Establishing procedures and lines of communication Implementation Handling changes and modifications Monitoring and reviewing performance Closing down the project Practical exercises Action plan Duration This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Recruitment and selection
Single workshops for managers
Purpose To assist managers in preparing for recruitment and to effectively plan, conduct and evaluate interviews. Learning Outcomes On completion the candidate should be able to: Identify job requirements Prepare person specifications Confidently short list applicants Plan and conduct effective interviews Evaluate all interviewees and select the right candidate Indicative content Equal opportunities recruitment Why people leave The job description and person specification Creating the advert Preparing a short list from applicants Planning the interview Structure of the interview Interview skills Questioning techniques Evaluating the applicants Making a decision Practical exercises Action plan Duration This outline can be used as the basis for one day and two day workshops.
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Training Directory – June 2014
Report writing
Single workshops for managers
Purpose To further enhance the delegate’s ability to prepare and write effective reports. Learning Outcomes On completion the candidate should be able to: Prepare with concise terms of reference Review the purpose and arrangement of reports to meet the needs of the reader Provide a structure to reinforce effective writing skills and achieve results Demonstrate an enhanced writing style Indicative content Principles of report writing Golden rules Guidelines to clear writing Fog index Effective layout for reports Preparing and compiling reports Purpose and reader Terms of reference Theme sentence - focusing on the reader Relating to the reader Gathering and sifting material Structuring reports for maximum effect Writing style Active versus passive writing Persuasive writing Proof reading and editing Practical exercises Action plan Duration This subject is best suited to a duration of one day.
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Training Directory – June 2014
Supervisory skills
Single workshops for managers
Purpose To deepen delegates understanding of leadership practices and to give an increased awareness of present supervisory styles and the competencies required to achieve business goals through the resources of other people. Learning Outcomes On completion the candidate should be able to: Appreciate the essential functions of leadership Understand the impact of management style on performance and identify actions to enhance the way they manage their team Apply leadership functions in the workplace Indicative content Functions of management The leadership role Action centred leadership Management styles Managing change Understanding the reactions to change Human reactions to change Motivational skills Practical steps in motivating others Human relations Delegation Handling difficult people/situations Self assessment profiles with feedback Practical exercises Action planning
Duration This outline can be used as the basis for half-day, one day and two day workshops.
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Training Directory – June 2014
Time management
Single workshops for managers
Purpose To identify key time management problem areas and assist delegates in relating these to their work to enhance the use of their time. Learning Outcomes On completion the candidate should be able to: Define key areas of time management Identify & analyse problems Use the resources available to them more effectively Apply a range of time management techniques and skills Indicative content Time management problem areas Perfectionism Planning/weekly planning system Setting and achieving deadlines Categories of time Time management techniques and skills Procrastination Meetings Mail, e-mail and telephone Speed reading Delegation Practical exercises Action plan Duration This subject can be used as the basis for half-day and one day workshops.
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Training Directory – June 2014
Management Development Programmes Tough times mean that we look to our managers to deliver results by getting the best out of the resources at their disposal. We rely on them to be our shining examples, who command the trust and respect of their colleagues. Our company has been developing managers at every stage of their careers for over twenty years, and in that time, we have worked with many businesses, across the UK. We have learned that every organisation has different priorities when developing managers and our approach is therefore driven by your specific requirements. We will work with you to develop your unique solution. You will find our approach is very much focussed on your desired outcomes. We will not try to make your programme fit a pre-determined formats, but instead allow the discussions we have with you inform the approach that will work for you. Our track record We have established ourselves as one of the UK’s largest accredited centres of the Institute of Leadership and Management. In itself, this merely reflects the number of candidates we register, but if you also take into account that we have passed two re-accreditations and a full audit, without action points, we hope this will give you an indication of our commitment to deliver managers effectively. Whichever approach you select, you can be sure that your programme will reflect national standards and will be delivered in a way that encourages your managers to bring change or improvement in their work area. We offer solutions for: Team Leaders First Line Managers Middle Managers Senior Managers
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Training Directory – June 2014
Management Development Programmes About the ILM The ILM is Europe’s largest management awarding body. ILM is founded on the principle that skilled managers and leaders hold the key to creating productive workforces that deliver organisational and economic success. Management Development Programmes
Last year 90,000 people enhanced their leadership and management skills with an ILM qualification. Approaches There are three types of programme: 1. A standalone management development programme This programme offers you the greatest flexibility, as it is not subject to any form of approval. The content and the features of the programme will be entirely down to you. This approach does not provide independent recognition, but there is no reason that you should not use the tried and tested assessments associated with the ILM programmes. If you choose this option, the content of your programme will be designed to reflect the same standards upon which our ILM programmes are based. 2. An ILM endorsed programme Having a programme endorsed by the ILM provides independent recognition for your managers and will usually require the successful completion of an assessment. This tends to be positively received by candidates, as they can see a personal benefit in participating. The key is to ensure that any assessment is based upon candidates’ ability to demonstrate that they have applied the learning to bring change or improvement in the workplace. Such programmes can be built from scratch, or can be based on a set of approved programmes that we have already developed. Either way, you will be able to choose subjects that are relevant to the challenges faced by your managers. 3. An ILM qualification The ILM Awards provide nationally recognised short qualifications. At each level candidates complete a required number of units, which are pre-determined clusters of subjects. These are ideal, if you are required to show that your managers have attained a ‘formal’ qualification. Call us now on 01293 824863 for more information
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Training Directory – June 2014
Management Development Programmes Choosing the right approach for you We are here to assist you in finding the right approach for you and your managers. If you contact us, we will arrange to meet with you, to learn more about your aims and to help you decide on the appropriate solution. To help start this process, the following pages provide a list of subjects available at each level. If you have an idea of those that you feel are most relevant, this will help to inform your choice of approach.
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Training Directory – June 2014
Developing Team Leaders
Management Development Programmes
Each of the subjects listed below are of half-day duration. 1. Team leading skills 1.1. Developing yourself 1.2. Organising yourself and your time 1.3. Dealing with problems 1.4. Valuing diversity 1.5. Dealing with conflict 1.6. Continuous improvement 1.7. Dealing with change 1.8. Encouraging creativity and innovation in your team 2. Getting the work done 2.1. Planning & organising the team’s work 2.2. Using resources efficiently 2.3. Monitoring the team’s work 2.4. Fulfilling customer requirements 2.5. Organising the team’s resource 3. Leading people in teams 3.1. The role of the team leader 3.2. Motivating the team 3.3. Developing the team 3.4. Coaching 3.5. Integrating new team members 3.6. Dealing with performance problems in your team 4. Communicating with people 4.1. Effective communication 4.2. Briefing the team 4.3. Using information for action 4.4. Working with people outside the team 4.5. Effective communications with external customers 4.6. Making a presentation
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Training Directory – June 2014
Management Development Programmes
Developing First Line Managers Each of the subjects listed below are of half-day duration. 1. Managing self 1.1. Time management 1.2. Self development 1.3. Manage own stress 1.4. Effectiveness and efficiency 2. Management skills & competency 2.1. Objectives 2.2. Problem solving skills 2.3. Briefing skills 2.4. Producing project reports 2.5. Interpersonal skills/trust 2.6. Influencing and negotiating 3. Managing change 3.1. Continuous improvement 3.2. Planning change 3.3. Implementing change 3.4. Forces for change 4. Managing activities 4.1. Understanding customers 4.2. Planning work 4.3. Delivering quality 5. Managing resources 5.1. Performance indicators 5.2. Working to a budget
6. Developing people 6.1. Building the team 6.2. Delegation 6.3. Planning development 6.4. Coaching 6.5. Supporting individuals 6.6. Assessing performance 7. Managing people 7.1. Motivation 7.2. Managing performance 7.3. Leadership 7.4. Minimising stress 7.5. Planning to recruit 7.6. Selecting the right person 7.7. Maintaining discipline 7.8. Resolving conflict 8. Communication 8.1. Communication process 8.2. Giving and receiving feedback 8.3. Meetings 8.4. Written communication 9. Managing information 9.1. Using information for decisions 9.2. Presenting information
Management Development Programmes
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Training Directory – June 2014
Management Development Programmes
Developing Middle Managers Each of the subjects listed below are of one-day duration. 1. Self management and skills 1.1. Continuing professional development 1.2. Grasping opportunities for innovation and improvement 1.3. Objectives and targets 1.4. Stress management 1.5. Interacting with people 1.6. Negotiating skills 1.7. Professional presentations 2. Operating context and change 2.1. Leadership & management in organisations 2.2. Leading change 2.3. Managing change 3. Meeting customer needs 3.1. Planning to meet customer requirements 3.2. Managing quality 3.3. Customer relations
5. Finance and numeracy 5.1. Managing by budgets 5.2. Making a financial case 5.3. Understanding finance 5.4. Management accounting for managers 6. People management 6.1. Managing individuals 6.2. Developing & leading teams 6.3. Addressing people problems 6.4. Identifying individual development needs 6.5. Recruitment and selection 7. Information and communication 7.1. Communications 7.2. Leading meetings and briefings 7.3. Interviewing 7.4. Effective written communication
4. Planning and resources 4.1. Planning for efficiency 4.2. Project planning and control 4.3. Successful project delivery
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Training Directory – June 2014
Management Development Programmes
Developing Senior Managers Each of the subjects listed below are of one-day duration. 1. Personal management skills 1.1. Personal organisation 1.2. Interpersonal relationships 1.3. Creating opportunities 1.4. Managing harmoniously 1.5. Influencing skills 1.6. Professional presentations 2. Integrative management 2.1. Organisation structure and culture 2.2. Initiating change 2.3. Managing change 2.4. Implementing strategy
6. Effective HR management 6.1. 6.2. 6.3. 6.4. 6.5.
Delegation and empowerment Appraisal Providing development for individuals Developing and managing teams Recruitment and selection
7. Organisational communication 7.1. Managing meetings 7.2. Information for critical decision making 7.3. Organisational communication processes 7.4. Interviewing
8. Continuing professional development 3. Managing quality & customer needs 3.1. Ensuring quality 3.2. Planning to fulfil customer needs
8.1. Professional development planning
4. Planning and resource management 4.1. Managing efficiently 4.2. Planning and controlling projects 4.3. Delivering successful projects 5. Financial management 5.1. Budgeting 5.2. Financial performance 5.3. Business planning
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Training Directory – June 2014
Building Effective Teams If you were to ask a Martian to observe human beings, they would soon come to the conclusion that we spend most of our lives in teams. Ideally teams share a common purpose and are interdependent, but what often decides the effectiveness of a team is the extent to which they individually acknowledge and support the commitment to create an environment where every individual can realise their full potential. Our team development workshops are designed to provide teams with the opportunity to increase their understanding of how they can be even more effective, by drawing on the unique factors that each individual contributes. Our team development workshops include: Enhanced awareness of team roles A process of team review to build on the key factors that determine team performance Practical team building exercises (both classroom based and outdoor) to improve team working and provide scope for reflection Scope to investigate team processes, such as communication, team planning and consensus decision making Our team building events are designed to offer an enjoyable experience for all team members, backed with review and action planning that will support enhanced team working. Overleaf you will find a sample workshop. We will be pleased to develop an outline, based on your requirements.
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Training Directory – June 2014
Team Building Workshop
Building Effective Teams
Purpose This workshop is designed to increase delegates understanding of the role of an individual in a team and to further enhance their abilities to work together as a highly cohesive, effective and motivated team, whilst maintaining and developing their individual teams. Learning Outcomes On completion the candidate should be able to: To illustrate the strengths of working as a team To identify the essential roles of individuals within a team To investigate the needs of a team To highlight the delegates own role as a team member To further develop delegates skills in motivating and maintaining teams
Indicative content The needs and objectives of teams Individual roles in a team Belbin Self evaluation of team role Building on strengths both team and individual Interdependence Team needs Decision making within teams Building trust and commitment within a team Team Building Exercises Zin obelisk Tower exercise Eggs can fly Trivia Treasure hunt Review of team exercises Action Plans Duration This workshop can be adapted to run over 1 or 2 days and can be either classroom based or incorporate outdoor activities, such as paintballing.
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Training Directory – June 2014
Strategic Deployment Inventory The SDI® (Strength Deployment Inventory®) is the flagship assessment of a suite of development tools based on Relationship Awareness — a learning model for effectively and accurately understanding the motive behind behaviour. When people recognise the unique motivation of themselves and others, they greatly enhance their ability to communicate more effectively AND handle conflict more productively. The SDI presents a picture of every relationship. The exclusive graphical format allows work teams or other relationship groups to view each others’ results simultaneously. In vivid colour, people learn how diversity in relating styles can be a source of strength and highlights how these same differences could inadvertently lead to misunderstanding and conflict with others. The SDI is memorable... It’s an experiential tool promoting common sense concepts in a highly visual manner. The SDI honours our differences It’s an inventory of the unique way we value different strengths and interpret the actions of others. The SDI illuminates the reason for our actions It’s a snapshot of who we are — going beyond behaviour to reveal our driving motivation. The SDI is intended for application It promotes interpersonal insights that are crucial to improving any situation where people interact. The SDI is an effective way to seamlessly integrate relationship and conflict management skills into any training and leadership development programme. SDI Applications Team Building/Effectiveness... Improves team understanding of each other at all levels and provides rapid understanding of team dynamics. ‘The SDI has been used many times in teams at all levels up to and including Senior Directors and Boards & has proved crucial in the current environment helping teams face challenges and opportunities by really understanding each other and playing to the strengths of the group’. Conflict Management/Prevention... Using the tools to understand how each person has an individual conflict sequence and how behaviours change during the 3 stages of conflict. ’The SDI has helped many teams and
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Training Directory – June 2014
Strategic Deployment Inventory individuals manage unnecessary conflict more effectively and encourages positive and constructive challenge and debate and therefore more innovative and lasting results’. Customer Service... Using the SDI to help all staff dealing with customers to understand how we all have different motivations and therefore have different requirements from all forms of communication. We also look at how behaviours can change when things don’t go well for us and how to vary our style with each customer dependent on the situation. ‘The SDI takes understanding of customers to a new level and helps staff provide not only what customers want but also in the style/way they want’. Managing Performance/Coaching/Getting The Best out of Our People... The SDI helps us recognise how to manage & lead teams & individuals more effectively by understanding our own strengths and motivations and those of our team members. ‘There has never been a more important time for us all to ensure we are maximising the potential of our people. The SDI helps us achieve this through use of the best style for each individual and for the team’. Managing Change... Today we are faced with many difficult situations where effective communication is the key to success. ‘The SDI gives us a framework for handling these individual and group communications more effectively to ensure consistency and achieving positive results on all sides’. The SDI has been used to help people interact better for more than 30 years. Countless organisations from the entire spectrum of industries have found value in the SDI. Here is a small sample: Adobe Systems AIG United Guaranty Axa Boeing Deloitte & Touche Daiichi Sankyo, Inc. ESI International William Hill IBM InCourage jetBlue Johns Hopkins University
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Learning & Skills Council John Lewis London Ambulance Service Medtronic National Express Pilkington PricewaterhouseCoopers Procter & Gamble Royal Air Force Superdrug Thomson Reuters United Airlines
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