Customer Service Excellence |
What is customer service?
Understand and balance expectations.
How to consistently over-deliver.
How to develop excellent service.
How to communicate effectively with anyone. |
Developing a Strong Team |
What makes an effective team
Understanding and responding to the needs of the team.
Developing an effective communication strategy.
The barriers to effective team working. |
Communication Skills |
The truth about how we communicate.
How to minimise communication breakdown
Being appropriately persuasive.
How to build rapport with anyone. |
Appropriate Assertiveness |
What is assertiveness?
Understanding different behaviours.
Developing appropriate assertive skills.
Handling emotion.
Preparing yourself and others for change. |
Managing Conflict |
What is conflict?
The positive and negative effects of conflict.
How does conflict occur and what makes it escalate.
Understand the impact of our behaviour on others.
How to manage difficult situations. |
Presentation Skills |
Planning and Preparation.
How to captivate the audience.
Learn how to control nervous energy.
Recognise the importance of body language.
Develop a more persuasive speaking voice.
How to deal with negative thinking. |
Advanced Presentation Skills |
Developing your confidence and charisma
Develop a powerful message and connect with the audience
How to control questions and manage difficult situations
Practical exercises to develop your presentation skills
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Basic Interview Techniques |
How to make the right first impression.
How to control interview nerves.
How to handle interview questions.
How to make sure you “stand-out”. |
