Training and Development

Training and development can take many forms and we will help you to select the style that best supports your business needs.  We know that businesses have operational needs to meet and that is why we are flexible in the way we deliver training and development.

Our approach

We provide development opportunities that encourage participation in a safe environment whilst ensuring that time away from the business is both fun and enjoyable as well as effective.  We can operate on or off site although we would recommend that trainees are given uninterrupted time away from their work routines.

We offer a range of programmes that are tried and tested as well as being able to create course specifically for your business.  These can take the form of stand alone workshops or form a series of structured events tailored to meet group size and needs.  Our interactive delivery style uses real play opportunities and progressive approaches to behavioural development.  Focusing on either sales or service, we can work with intact teams to enhance their performance, perhaps using SDI^® or NLP techniques as appropriate.  We are also able to offer management development programmes as well as to train your trainers to deliver our programmes once they are established.

The ultimate success of these programmes is driven by the quality of our relationship with you, our client.  Our preferred approach is to work closely with our client in creating the training intervention to incorporate their language, products and working practices.  Measuring the success of the intervention is fundamental to achieving maximum impact so that we know what we do supports your culture going forward.

Examples of programmes that we typically offer

Service Workshops
Developing Internal Customer Service
Building a Customer Focused Culture

Written Communication in the Service Environment
Complaints and Root Cause Analysis                                                              more details
Practical Techniques for Service Recovery
Handling Difficult People on the Telephone
Processes and Procedures for Empowered People

Sales Workshops

Essential Sales Techniques
Telesales for Customer Handling Teams
Building Bigger Businesses
Moving forward – a toolkit for the Potential Sales Manager                               more details
Strategies for success for the Experienced Sales Manager
Managing with confidence for New Sales Managers
Developing your empire as a Senior Sales Manager

Personal Development Workshops
Effective Use of the Telephone
Business Writing
Time Management
Communication Skills
Presentation Skills                                                                                        more details
Positive Personal Impact
Assertiveness and Self Esteem
Train the Trainer
Influencing for Positive Relationships

Leadership Workshops
Effective Interactions using Relationship Awareness Theory
Managing and Coaching your People
Leading your Team Successfully
Techniques for Motivating and Recognising Success                                        more details
Leading the Contact Centre Team
Managing Conflict
Sustaining and Embedding Change