Staff Development Courses
The above courses assist employers and employees to deal with the stresses and demands of the modern workplace and help focus on the importance of getting it right on the front line with both internal customers and external customers, maximising business potential, improving levels of professionalism, confidence and job satisfaction.
Staff Development Courses
Customer Service Skills Training
Customer Service Workshops
Assertiveness Skills for Managers / Staff
Communication Skills
Customer Service Skills Training
Duration of course – Half or Full day
Suitable for – All levels of employees
Course content
- Understanding the benefits of positive and consistent customer service delivery.
- What are your customer service standards!
- Identify who are the customers and what are their needs and expectations.
- How to create the right first impression.
- Identify different types of communication, what are the barriers.
- Understand ‘active listening’ skills, using selected techniques.
- Develop a confidence when dealing with complaints and how to reassure the customer.
- Understand how the internal customer and teams play a role in customer service delivery.
- Understand the customer’s journey and experience from their point of view.
- How to build a rapport with both the internal and external customer.
- Develop professional telephone skills
- How to deal with aggressive behaviour in customers.
- Identify how to develop your Assertiveness skills.
- Examine how you can personally make a difference to the customer service you deliver.
This course will customised to individual businesses and the day course will go into more detail and role play.
Customer Service Workshops
Arranged to review with management and staff any new customer service initiatives or have open feedback sessions on research statistics and responses to customer surveys.
Workshops are not training sessions as they deliver tangible and valuable feedback to senior management in the ever changing world of business and service standards.
Workshops will be individually customised to each client to ensure they get the feedback required to move their business forward.
Assertiveness Skills for Managers / Staff
Duration of course – Half day
Suitable for – All levels of staff
Course content
- Reasons to develop assertiveness skills.
- Define assertive, passive and aggressive behaviour
- Understand the ‘payoff’ for not using passive or aggressive behaviour.
- Recognise methods of dealing with passive and aggressive behaviour effectively.
- Learn how to say ‘no’ assertively.
- Recognise the impact of body language and image and the level of non-verbal communication.
- Understand how to give and receive criticism or praise.
- Understand your’ inner dialogue’ and how it can work positively for you in your workplace.
- Identify how to be in control and assertive in meetings/performance reviews/one to ones.
- Identify methods of tackling inter-personal issues and problems with a positive outcome.
- Examine how assertiveness skills can have an impact on a personal level.
Effective Communication Skills
Duration of course – Half day
Suitable for – All levels of Staff
Course content
- Understand the different types and styles of communication.
- Identify ‘How good a communicator you are in the workplace’?
- Identify the barriers in communicating effectively.
- Develop Active Listening skills.
- Examine the impact of body language and non verbal communication.
- Understand the use of voice tone an inflection, content and relevance.
- Identify with building rapport techniques.
- Understand how to defuse difficult situations and maintain an assertive approach.
- Demonstrate effective communication skills when using the telephone.
- Demonstrate effective communication skills in meetings/ performance reviews/ one to one.
- Understand how a personal contribution can make a difference to communicating more effectively.
