Caring for your Customers

• Knowing Your Customers
• Greeting
• Listening
• Assisting
• Doing Something Extra

Putting Customers First

• Why Put the Customer First?
• Moments of Truth
• Satisfying Customer Needs
• That’s All Very Well, But…

Quality in Practice

• Quality Matters
• Identify Requirements
• Satisfy Requirements
• Conform and Improve
• The Future

Coaching Skills

• Assessing Competence
• Assessing the Learner’s Needs
• Developing a Learning Plan
• Reviewing Progress
• What’s Coaching About?
• Why Coach?

Facilitation Skills

• Learning, Doing and Facilitating
• Stepping In
• The Shape of Facilitation
• The Skills of Not Speaking
• We Don’t Mean to be Difficult

Mentoring Skills

• A Helping Hand
• Before You Accept the Role of Mentor
• Nobody’s Perfect
• The Mentoring Relationship
• What Makes a Good Mentor

One-to-One Training

• Explain and Show
• Good and Bad Training
• Preparation
• Trying it Out

Training for Non-trainers

• Good Practice
• Identifying Training Needs
• Preparation
• The Lesson Plan
• Training Methods

Appraisal Interviewing

• Closing and Follow Up
• Listening to and Observing the Appraisee
• Opening the Appraisal Interview
• Questioning the Appraisee
• Structuring the Interview
• What’s the Point of Appraisals?

Developing Leadership

• Briefing
• Controlling
• Defining the Task
• Evaluating
• Motivating
• Organising
• Planning
• Setting an Example

Do or Delegate

• Delegate to Who
• Delegation Case Study
• What You Should Delegate
• Why Delegate

Managing Meetings

• Dealing with Specific Situations
• Leading a Successful Meeting
• Meetings The Basics
• Preparing for Effective Meetings

Performance Troubleshooting

• Case Study
• Feedback
• The Impact of Work
• The Individual
• The Working Environment
• Using the HPS
• What is Performance

Project Management

• Agreeing the Brief
• Detailed Planning
• Implementation and Tracking
• Overview Planning
• Reviewing the Project
• What is a Project

Selection Interviewing

• Asking Questions
• Closing and Follow Up
• Listening to and Observing the Candidate
• Starting the Selection Interview
• Structuring the Interview

Team Building

• From Control to Facilitation
• Roles and Stages in Development
• Team Building Techniques
• What Makes Teams Work
• Why Teams

The Effective Leader

• Adapting Your Style to Individuals
• Areas of Need
• Awareness of Self and Others
• Leadership Styles
• The Leader as Motivator
• The Leader as Organiser

Understanding Leadership

• Leadership Qualities
• Situational Leadership
• The Functional Approach

Best Practice for Effective Business Writing

• Best Word
• Good English
• Meaning
• Sentence Length

Punctuation

• Full Stops and Commas
• Miscellaneous Punctuation
• The Apostrophe
• The Semi-Colon and Colon

Spelling

• Commonly Misspelt Words
• I Before E
• The Importance of Spelling

The English Sentence

• Adjectives
• Adverbs
• Conjunctions
• Nouns
• Prepositions
• Sentences
• Verbs

Assertive Manager

• Aggressive and Submissive Behaviour
• Assertive Behaviour
• Basic Concepts
• Responsive Behaviour

Decision Making

• A Decision Making Process
• Deciding What to Decide
• Evaluating Options
• How to Decide
• What Could Go Wrong

Making Objectives Happen

• Completing the Loop
• Designing Measurement
• Setting SMART Objectives
• The Make Objectives Happen Loop

Managing Yourself

• Getting a Perspective
• Getting Things Done
• Managing Information
• Managing the Phone
• Setting Priorities

Negotiation Skills

• Bargaining
• Closing the Negotiation
• Exploring Each Others Position
• Opening the Negotiation
• Preparing to Negotiate
• Testing Potential Agreement
• The Basic Concept

Plan Your Own Development

• Planning Your Route
• The Journey
• The Resources You’ll Need
• Where Are You Now
• Where Do You Want to Go
• You the Traveller

Problem Solving

• Analyse the Problem in Detail
• Background to Problem Solving
• Define Actual Causes
• Identify Likely Causes
• Setting the Problem Statement

Setting Objectives

• Characteristics of Objectives
• Layout and Writing Tips
• Objective Setting Action Plan
• Types of Objectives
• What are Objectives

Time Management

• Avoiding Unnecessary Demands on Time
• Overview Strategies for Increasing Discretionary Time
• Ownership of Time Problems
• Sources of Time Based Problems
• Time Planning

Working In Teams

• How Teams Succeed
• How Teams Work
• Improving Your Team
• Why Teams Fail

Budgeting Basics

• Accounting Conventions
• How Organisations Budget
• The Budgeting Process
• What is a Budget

Managing Your Budgets

• Budget Management Processes
• Controlling Costs
• Monitoring Expenditure
• Reviewing Your Budget
• Taking Corrective Action

Preparing Your Budget

• Doing the Groundwork
• Getting the Numbers Right
• Getting the Right Format
• Handling Cuts
• Presenting Your Case

Understanding Balance Sheets

• Good Health
• Interprepting a Balance Sheet
• Money to Hand
• Owning and Owing
• Presenting a Balance Sheet
• The Ever-Changing Balance

Understanding Profit and Loss

• Costs and Revenue
• Profit in Perspective
• The Profit and Loss Account
• The Trading Statement