TRAINING PORTFOLIO

All organisations are different, which is why we tailor our programmes to your individual business needs. We can adapt an existing programme to suit your business or write a new one for you – just give us a call and discuss your requirements. There is no charge and no obligation for the initial consultation.

We offer training in Customer Interaction, Personal Development, Management Development, Housing Specific Training and IT Training. We also facilitate Change Management Programmes and offer one-to-one coaching. Whatever your development needs in 2007, we’re confident we have the right solution for you.

Customer Interaction:

Now more than ever, it is time to build confidence and trust with our customers to secure their repeat business. Today’s customers have heightened expectations and are far less willing to tolerate a mediocre service from suppliers. They want a quality product, closely followed by an empowered workforce that knows how to communicate effectively with customers and resolve their complaints.

These facilitated training workshops will help develop your staff to become more customer-centric, helping you to develop profitable long-term relationships with your customers.

Managing Difficult and Challenging Customers
Customer Service Excellence
Customer Relationship Management (understand and retain your key customers)
Key Account Management
Essential Telephone Skills for Business
Business Letter and Email Writing Skills
Customer Service in Retail
Reception Skills
Basic Sales Skills
Telemarketing – Getting results without the ‘hard sell’
Strategies for Dealing with Anti-social Customer Behaviour

Personal Development:

Personal development is about some form of change, from new ways of doing things to learning new skills that develop us as people. Each new skill – communication, technical, social or emotional adds to our personal development and confidence.

Our facilitated training workshops can help improve personal efficiency and communication skills to develop you and your career.

Professional Presentation Skills
Report Writing Skills

Effective Meetings – Making an impact at meetings
Chairing/Conducting Effective Meetings
Effective Meetings – for the Senior Management Team
Accelerated Learning Skills
Facilitation Skills
Improving Internal Communication
Train the Trainer (1 or 2 day programme)
Time Management Skills
Assertiveness at Work
Influence and Persuasion in the Workplace
Men and Women Working More Effectively Together
Negotiation Skills
Personal Safety
Dealing with Violence and Aggression
Young People in the Workplace – especially for young people just starting work

Management Development:

Moving from being “one of the team” to managing the team can be a difficult step. We have a selection of programmes specifically for team leaders and mangers, which cover the five key areas of modern management – communication, goal setting, time management, monitoring and motivating team performance.

Our facilitated training workshops will develop your personal toolkit, helping you and your organisation to lasting success.

Introduction to Managing Staff
Effective Team Leadership – Improving your effectiveness
Managing a Dispersed Team
Goal Setting and Performance Appraisal Skills
Coaching and Mentoring Skills
Delegation Skills
Teambuilding
Recruitment and Interviewing Skills
Managing Change
Making Performance Work for Your Organisation
Measuring and Managing Organisational Performance
Conflict Resolution for Senior Managers
Harassment and Bullying
Challenges in Management – for Black and Ethnic Minority Managers
Development for Women Managers
HR for line managers (overview or relevant employment law/contracts law)

Please Note: We also offer tailor-made management coaching (one-to-one or groups) - please ask us for details

Housing Specific Training:

Housing is an ever changing environment, and the professionals working in this area need to keep up-to-date with good practice and develop innovative approaches to improve their performance. The short training workshops in this section will improve your personal efficiency and communication skills, helping to develop your career in housing.

Board Member Training
Recruitment and Retention in the Housing Sector
Lone Working – How to Make it Work for You
Diversity and the Law
Involving Tenants in Strategic Issues
Introduction to Supported Housing
Effective Housing Interviewing
Managing Risk in Sheltered Housing
Multi-agency Working
Neighbourhood Management
Interview Skills for Frontline Rent Arrears Staff
Dealing with Neighbour Disputes
Using Mediation to Resolve Conflict

IT TRAINING WORKSHOPS

If you have the PC’s we have the expertise to improve your IT skills. We will tailor a programme to your individual business needs depending upon whether your staff need basic, intermediate or advanced IT training.

Microsoft ‘Word’ Workshop
Microsoft ‘PowerPoint’ Workshop
Microsoft ‘Excel’ Workshop

* Subject to client having enough PC’s to enable the training to take place