Pet&r - Personnel, Equality, Training & Recruitment
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Courses
If you wish to pay by cheque or purchase order number, please download the accompanying PDF, fill in and return to us with payment or PON.Dealing with Difficult Customers (ODC10)
Date: Tuesday 25th May 2010
Venue: Tees Valley TBC
Company staff need to maintain an excellent standard of customer care to an increasingly diverse range of customers. Profitability, company success, and personal job satisfaction depend upon their successful performance. This one day course has been designed to develop the skills of staff in dealing with all their customers and to ensure that each interaction they have delivers best value and reflects the organisation positively, right first time.
Areas covered will include:- Establishing two way communication; understanding customer needs; removing barriers to service delivery; questioning and listening skills; telephone techniques; effective written communication; dealing with difficult customers; breaking bad news and planning ahead for difficult situations; handling stressful encounters; getting everyone in the department working together for the customer
£250.00 (each / exc. VAT)
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Dealing with Difficult People (ODP11)
Date: Tuesday 1st March 2011
Venue: Tees Valley TBC
This introductory workshop addresses the issues and problems surrounding the management of team members as individuals, based upon a model of situational leadership. The session presents techniques for isolating and analysing individual performance problems by discussing and examining real-life people problems that delegates bring to the event, so participants will need to be prepared to talk openly, offer support and guidance to one another, and of course respect the confidentiality of the session.
Areas covered will include:- Setting goals; giving praise and reprimands; improving individual performance; asserting yourself with your staff; adapting your style as they grow; analysing problems; exploring options; developing solutions; best practice Human Resources policies and strategies
£250.00 (each / exc. VAT)
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Facilitation Skills 2 day course (OFS10)
Date: Tuesday 15th & Wednesday 16th June 2010
Venue: Tees Valley TBC
Meaningful and sustainable change can only be achieved through the involvement of people at all levels of the organisation. However, getting things done can be hard to achieve without the skills to encourage and lead others through the process. This helping or facilitation process demands a high level of competence in understanding people; managing and analysing processes; using information; and presenting it in a meaningful way.
Areas covered will include:- Effective communication; body language, listening, questioning, and ensuring understanding; individual and group behaviour; managing the people dimension to motivate, influence, and handle conflict; tools for analysis, problem solving, and decision making in groups; manipulating data and information flow
£450.00 (each / exc. VAT)
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ILM Level 2 Award in Team Leading(ILMTL10)
Venue: Tees Valley TBC
This 4 day course aims to give practising or team leaders the foundation for their formal development in this role. The qualification does this by developing basic team leading skills and assisting participants in gaining the basic knowledge required at this level. To gain the award participants must attend all module sessions and complete 2 module assignments and a final Work Based Assignment.
The course fee of £750 includes 4 full day training sessions with refreshments, 2 hours tutorial support, registration, assessment and certification fees, and course work book.
Module 1 - Developing yourself as a team leader
Tuesday 12th October 2010
This module develops understanding of the roles, functions and responsibilities of the team leader; and the limits of their authority and accountability. It also looks at how to seek, accept and respond positively to feedback on personal performance to improve workplace performance.
Areas covered will include:- The various roles, functions and responsibilities of a team leader – depending on workplace; Limits of authority and accountability, and how these are defined; Personal skills and abilities for effective team leading; Using reflective learning skills to improve performance; Areas of strength and possible improvement; Ways of obtaining feedback from others; Receiving and responding positively to feedback ; Personal action planning techniques
Module 2 - Managing yourself – Preparation
Tuesday 19th October 2010
This module explores how to manage yourself and your time in line with team and organisational goals and how to manage stress
Areas covered will include:- Setting SMART objectives and using them to prioritise own actions; Simple time management techniques; Awareness of own skills and abilities; Personal objectives in relation to team objectives; Developing flexibility, responding to changing circumstances at a daily level; Causes and impacts of stress at work; Symptoms of stress in self; Implications of stress for workplace and non-work activities/relationships; Simple stress management techniques; Available sources of support; Action planning and review techniques
Module 3 - Developing the workteam
Tuesday 2nd November
This module aims to develop understanding of the nature of teams and the features of team roles and responsibilities including the advantages and disadvantages as well as how to identify training needs of a group or team and how those needs may be met
Areas covered will include:- Definition of a workplace team and how it differs from a group; Advantages and disadvantages of teams in the workplace; Examples of typical team structures; Tuckman’s model of team development; An outline of team roles and responsibilities and how to use this in leading the team; Impact of change upon the team; Basic training needs analysis for group and individuals; How to identify practical opportunities for training and resource requirements; Simple job instruction techniques
Module 4 - Briefing the workteam
Tuesday 23rd November 2010
This module aims to develop an understanding of briefing the team as required by a practising or potential team or cell leader by getting the participants to plan, deliver and report back on a team briefing
Areas covered will include:- Size, knowledge, needs and expectations of audiences; Purpose of the briefing/presentation; SMART objectives; Selecting relevant information; Logical structure of the briefing; Planning and preparation for briefings; Presentation skills; Venue considerations; Visual aids; Barriers to the communication; Overcoming nerves; Summarising; Promoting and handling questions; Checking understanding; Reporting back to management
£750.00 (each / exc. VAT)
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Making Meetings More Effective (OME10)
Date: Wednesday8th December 2010
Venue: Tees Valley TBC
We all spend far more time in meetings than is good for us. In this one day course we will help people who lead meetings, and those who record what goes on in meetings, to plan more effectively, control what happens during them and ensure that the outcomes are clearly described and achieved. We will also help anyone who attends meetings to sharpen their abilities to participate and contribute to meeting effectiveness.
Areas coverd will include - structuring a meeting for maximum effect, keeping comtrol of the meeting, dealing with disruption, minutes, actions and follow up.
£250.00 (each / exc. VAT)
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Mental Toughness Development Programme 2 day course (OMT11)
Date: Wednesday 1st & Thursday 2nd December 2010
Venue: Tees Valley TBC
Mental Toughness is a key aspect of performance in the workplace. Employees increasingly have to work to demanding targets, handle several things at the same time, respond to sudden changes and new demands and achieve goals despite set-backs or interruptions. Put simply Mental Toughness is the ability to cope with stressors effectively. This module looks at stressors in the workplace and helps develop strategies to cope with these stressors including fatigue management, relaxation techniques and setting realistic priorities, goals and milestones. Included is the chance to complete the MTQ48 Mental Toughness Questionnaire and receive personal feedback on the results.
£480.00 (each / exc. VAT)
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Presenting Yourself (OPY10)
Date: Tuesday 14th September 2010
Venue: Tees Valley TBC
Presenting to others is one of the most challenging yet important tasks facing professionals and managers. In an increasingly competitive and fast-moving world, first impressions are more important than ever, and the ability to get your message over effectively and convincingly is essential in order to win, secure, and sustain business relationships, new business, or that vital next career move.
Working with a small group we will be the “critical friend in the audience” offering objective and specific feedback that will enable individuals to recognise and build on their strengths, address or compensate for weaknesses, and fine tune their presentation style to meet the needs of their typical audience.
Areas covered will include:- Exploring what makes a presentation effective; identifying the steps required to make successful presentations; and examining a range of proven practical techniques.
£250.00 (each / exc. VAT)
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Strengthening Client Relationships (OCR10)
Date: Tuesday 8th June 2010
Venue: Tees Valley TBC
As the economic situation becomes more difficult, average companies are rushing to find customers and make sales, confusing quantity and revenue, with quality and profitability. Smart firms can stay ahead of the game by focusing on Key Account Management which is all about quality of the client and therefore profitability of the relationship.
This one day course has been designed to help professionals to recognise and build on existing skills at engaging in conversations with clients to ensure that relationships are strengthened and that clients recognise their continuing understanding to the point at which business partnerships are formed and sustained.
Areas covered will include:- Identifying the interpersonal skills that participants possess which set them apart from merely competent professionals; tools to appreciate and assess the customers perspective, concerns, and needs in preparation for a meeting; techniques for influencing behaviour to achieve a mutually beneficial outcome (win:win); methods of engaging in conversations that unearth opportunities to strengthen relationships; and an approach for identifying next steps and following up on meetings to ensure that knowledge is effectively shared across the organisation
£250.00 (each / exc. VAT)
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Successful Recruiting (OSR10)
Date: Thursday 6th May 2010
Venue: Tees Valley TBC
The most complex and potentially most expensive assets that a company has are the people that work there. This one day workshop is aimed at managers and supervisors with responsibility for taking on new employees or promoting existing ones.
The day will compare delegates company procedures with recommended best practice, concentrating on how managers can and do carry out these activities in the real world. The focus will be to address difficulties that managers face when taking on new staff. It addresses the procedures used to recruit employees the problems and practicalities of adding a new member to the team.
Areas covered will include:- Specifying the requirements of the job and person you are looking for; assessing the people who have applied for the job; getting useful information from people at interview; additional selection methods; making effective decisions that can be justified if challenged; getting people started in a new job; the impact of a new face on the team, and the impact on them of joining the team
£250.00 (each / exc. VAT)
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The New Manager Series Module 1 - Introduction to Leadership (NM111)
Date: Wednesday 5th January 2011
Venue: Tees Valley TBC
This module explores the role of the leader and the links to the team and the organisation. This session helps you to identify your own leadership style and ways in which you can develop by learning from others.
Areas covered will include:- Leadership styles; Leadership qualities and review own leadership qualities and potential; Factors that will influence choice of leadership styles or behaviours in workplace situations; Why these leadership styles or behaviours are likely to have a positive effect on individual and group behaviour
£250.00 (each / exc. VAT)
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The New Manager Series Module 2 - Understanding the communication process (NM211)
Date: Wednesday 19th January 2011
Venue: Tees Valley TBC
This module explores the importance of communication at all levels of the organisation. For the first line manager it is essential for leading and motivating, allocating and monitoring tasks and keeping the team together. Whether face to face or using increasingly flexible technology, it is always the sender\'s responsibility to ensure that their message is presented appropriately, ands to ensure it is understood.
Areas covered will include - the importance of clear communication, overcoming barriers, selecting appropriate methods of communication, checking reception and understanding.
£250.00 (each / exc. VAT)
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The New Manager Series Module 3 Obtaining information for effective management- (NM311)
Date: Wednesday 2nd February 2011
Venue: Tees Valley TBC
Success used to depend on improved production or enhanced customer service through the application of physical resources. Increasingly it is information or knowledge management that provides the competitive edge and is crucial at all levels of the organisation. WE are surrounded by a constnat stream of information and this module will help leadesr select the right information in the right way.
Areas covered will include - understanding the need for relevant information, information sources, data collection and recoding, limitations and validity of data and the use of the internet.
£250.00 (each / exc. VAT)
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The New Manager Series Module 4 - Motivating to perform (NM411)
Date: Wednesday 16th Februaru 2011
Venue: Tees Valley TBC
If you dont know the score it is hard to stay interested in the game. By the same token, if people dont get feedback on how they are performing it can be difficult for them to sustain the effort required to contribute effectively at work. This module covers the key principles of motivating people at work and will also look at the organisations own performance management and appraisal system.
Areas covered will include - motivation basics, giving and receiving feedback, planning for appraisal interviews, agreeing objectives and monitoring performance, conducting effective interviews, tools to improve performance.
£250.00 (each / exc. VAT)
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The New Manager Series Module 5 - Organising and delegating (NM511)
Date: Wednesday 9th March 2011
Venue: Tees Valley TBC
Through delegation a leader can ensure that the right jobs get done by the right people, workload is fairly distributed and individual strengths and areas for development are recognised and addressed. This module will look at the basics of allocating work amongst team members, and also help to avoid some of the pitfalls that new leaders sometimes find challenging.
Areas coverd will include - planning and allocating work to your team, understanding delegation and avoiding common mistakes, using delegation to develop people and enhance performance, effectively controlling the work team.
£250.00 (each / exc. VAT)
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