Appraisal Training

Course Overview
Good line managers are recognised and valued by employees, and when employees have supportive relationships with their line manager, they express greater happiness with a wide range of other features of their working life, and see the formal process of appraisal as a valuable tool to achieving organisation, team and individual objectives. A ‘good’ manager engages with their staff’s performance, empowering them and encouraging feedback and regular appraisals. They are commitment to staff development, championing PDPs, facilitating access to formal training, and promoting the value of, and access to, less-formal development opportunities.

What you will learn

  • To understand the benefits of appraisal.
  • To understand the consequences of not managing poor performance as and when it happens and why the Appraisal is not the place to initially identify a problem.
  • The ability to give feedback to others in order to improve performance
  • To understand the need for objective setting and your role and responsibility from determining objectives at induction to completing the appraisal
  • To identify what goals should be set as a department and forwarded to individuals through appraisal
  • To determine what SMART objectives are and how to write them within an appraisal
  • Know how to plan for an effective discussion
  • Practical appraisal interviewing skill development

Assertiveness Skills

Course Overview
This course provides practical guidance for anyone who needs to develop their assertiveness skills for a range of workplace situations. You will gain the tools and techniques to make requests assertively, say ‘no’ to unreasonable demands, proactively address problems in the workplace, and to boost your confidence and build your self-esteem.  At the end of this course, you will leave with a personal action plan identifying the key changes needed to be made, the skills to practise in order to build your self-esteem, build your self-confidence and improve your assertiveness techniques.

What you will learn

  • Recognise different behaviours and their positive and negative aspects
  • Identify barriers to assertive behaviour
  • Apply assertive behaviour in the workplace
  • Use body language to aid assertive communication
  • Manage potentially difficult people and situations with confidence and skill
  • Describe the skills involved in giving and receiving constructive criticism
  • Build a realistic action plan to take back to the workplace

Business Networking Skills

Course Overview
What sets you apart from the crowd?  We all tend to make initial judgements about people from what we see and hear as they approach us. Their image gives us feelings, which we interpret within the first 4 – 14 seconds. We therefore have just 4 – 14 seconds to make out first impression brilliant. This highly participative workshop will improve delegate’s confidence and behaviour skills to attract those who could help them increase your business.

What you will learn

  • Identify the reasons for and rewards of successful networking
  • Understand why networking should incorporate the values mission and vision of your organisation
  • Set clear personal goals for networking purposes
  • Identify and improve the skills required to successfully network including building a rapport, body language, listening and questioning techniques
  • Develop a tool kit that will prepare you to network
  • Learn and practice a 3 minutes sales talk
  • Overcome personal anxiety and demonstrate greater confidence in promoting you and your company in the future

Customer Service Solutions

Course Overview
Building better relationships with your customers will ensure that you are the customer’s first choice every time. This highly participative one day programme will inspire delegates to understand their role and services from the customer’s point of view. It will provide them with the opportunity to come up with their own customer service guidelines that will ensure every moment spent with a customer are moments of magic not moments of misery.

Delegate Pre-course work

Prior to this course commencing we would like you to consider why you work for this company and what in your experience are good examples of customer care and bad examples. We are also very interested to know what your personality type is, so that you gain a greater understanding of how others may respond to you.

What you will learn

  • How to align ourselves to provide what the customer wants
  • How to prepare yourself to deliver good customer care with a positive attitude and positive image
  • How to ensure effective communication with both internal and external customers
  • How to deal with customers as they would want depending on their personality
  • How to overcome communication barriers and conflict

Dealing with Poor Performance

Course Overview
Poor performance is an issue that worries managers and employees alike. It is of concern to senior managers because it is a measure of how effectively the organisation is led. But people in organisations do not always feel their organisation tackles poor performance appropriately – a hard nut to crack. Dealing with poor performance is an emotive issue. It is perhaps not surprising, therefore, that many organisations fail to address it. In this one day course we will provide managers and team leaders with the skills required to ensure everyone works to their maximum potential and within organisation policy.

What you will learn

  • Know how to set objectives during induction, appraisal and supervision sessions
  • How to measure performance against agreed standards
  • Follow procedure when dealing with poor performance
  • Identify techniques to improve performance
  • Range of performance improvement techniques available to the manager
  • Agree targets of where you want to be
  • Agree tools, techniques and training to get you there
  • Measure and monitor the changes and Improvements towards your goals
  • Review progress, renew goals and move on
  • Ensure policy and procedure is adhered to when objectives are not met and or performance is unsatisfactory

Influencing Skills

Course Overview
The interview is frequently perceived simply as a selection device but it is in fact a vital management tool used on a daily basis by managers. Selection, appraisal, counseling, discipline and exit interviews all provide opportunities to develop a more productive and constructive employment relationship, but only if they are handled well! The focus of this3-day course is on learning to use each interview opportunity to enhance the effective management of people. The interview skills course includes plenty of practical exercises for every interview opportunity.

What you will learn

  • Assess the purpose of different types of interview
  • Undertake structured preparation for different interview situations
  • Use sound interviewing techniques to gather accurate information, interpret information and make decisions
  • Plan and conduct a range of interviews: selection, appraisal, feedback and counselling, disciplinary and exit

Leadership and Team Building

Course Overview
We frequently read or hear statements about an organisations most valuable asset are the employees who work for them. We then measure individuals on their ability to Lead and develop others. This one day programme will ensure that each delegate has the necessary skills required to understand their own preferred leadership styles and how by knowing themselves and their team they can realise their full potential.

What you will learn

  • Identify the difference between managing and leading
  • Understand their own preferred leadership styles
  • Define ways to empower and build trust and respect in a team
  • Identify their own preferred team roles
  • Demonstrate through a practical activity how to communicate effectively within a team
  • Be able to provide constructive feedback

Leading Innovation and Change

Course Overview
Rather than simply salami-slicing services, managers need to look for creative ways of redesigning service delivery to minimise the impact on the public. This course will help you and your team to start generating new business ideas, new quality initiatives or adding more value in the ways that they do their job, all organisations, but especially those in the public sector need talented managers to encourage and manage innovation in processes, services and products this practical course will help you to apply tools and techniques to achieve this.

What you will learn

  • Communicate change and create a positive attitude
  • Manage peoples’ reaction to change
  • Understanding leadership styles and their personal effectiveness
  • Motivate people in times of change
  • Build up trust and involve others in an innovation culture
  • Understanding why organisations change
  • Confront resistance and deal with difficult situations effectively
  • Put your organisation’s change programmes into perspective and gain an insight into what is happening in other companies
  • Gain informal support from network of managers who are in a similar position to them
  • Be given a series of tried and tested tools and techniques for managing effectively in times of change. In addition, you will receive feedback on your leadership style and identify ways of developing innovation within your team.

Managing Change

Course Overview
High performance workplaces are by nature dynamic. Organisations that want to survive and to prosper are innovative, and effective change management is a requisite skill across all workplaces. This programme is about planning for change that may happen and it’s about coping with change once it has been decided. The programme will help delegates develop an overview of the process of change.

What you will learn

  • Ways to identify stakeholders in change and the benefits and costs to them
  • Identify ways to overcome resistance
  • Ways to organise resources and activities to achieve planned change
  • Principles of change management including ways to gain commitment by involvement of people
  • Methods for planning change
  • Techniques for monitoring and evaluation outcomes of change

Problem Solving and Decision Making

Course Overview
Effective decision makers are those rare individuals who are able to consistently identify and choose the best option among multiple alternatives. Their decisions are imaginative, reasoned, and defensible. Hard times require hard decisions, perhaps decisions that have been put off because they are too sensitive. Now is the time to make them This Problem Solving and Decision Making course will provide you with the training and tools necessary to become an inventive, logical decision maker. You’ll explore a structured way to approach and dismantle problems, and you’ll learn to clarify problems in terms of objectives and issues, with a view toward optimum outcomes. After completing the course, you’ll understand why most decisions are of poor quality and you will be able to impose quality controls on your decisions and the decisions of others.

What you will learn

  • How to describe a problem, its nature, scope and impact
  • How to gather and interpret information to solve a problem
  • Know how to solve a problem
  • Understand the need to collect information relevant to the decisions to be made
  • Use simple decision-making techniques to assist in evaluating alternative options when problem solving
  • How to plan the implementation and communication of decisions

Recruit the Best!

Course Overview
Organisations depend on having the right skills mix, this course will demonstrate that efficient fair and cost-effective recruitment and selection is the key to sustaining competitive advantage. This practical workshop will take you through each stage of the recruitment and selection process, developing interviewing skills in a variety of contexts including appraisal.

What you will learn

  • To identify recruitment needs
  • To create a job and people specification
  • To market the vacancy to attract appropriate applicants
  • To administer the recruitment process professionally
  • To recognise varied selection methods
  • To utilise appropriate selection methods for the vacancy
  • To interview/access candidates to fit the right person to the right role
  • Manage recruitment and selection within the organisation which compiles with all aspects of the law
  • To ensure successful induction objectives are planned in line with the appraisal process

Running Effective Meetings

Course Overview
To run and participate in successful and rewarding meetings it takes a lot more effort than turning up on time. This programme will equip you with the necessary planning tools to ensure that you contribute effectively. Meetings are an excellent communication tool but the programme will also align you to developing work place relationships and raise your awareness to communication transactional analysis and cultural differences.

What you will learn

  • Defining the purpose of the meetings
  • The role of the chair
  • The role of members
  • Planning for a meeting, tools and documentation to support the meeting
  • Dealing with challenging behaviour
  • Decision making techniques
  • How to ensure that meeting are efficient and effective
  • Evaluation, and continuous improvement methods

Time Management

Course Overview
This course sets out to use the latest thinking in time management, so ‘not having enough time’ will cease to be a problem.  The benefits will include improved effectiveness and success, and a feeling of accomplishment and satisfaction at the end of every day.

Delegate pre – course work

In order for this day to be a success we would like you to complete a time log. Please indicate what you planned to do in a day of your choice, prior to the course taking place and then record what actually happened. This will form an essential part of the course. We also ask that you reflect on your last appraisal and know what your objectives, or Key results areas are, so that we can ensure effective use of your time.

What you will learn

  • Recognise the importance of optimising time
  • Analyse how you spend/ use your time and recognise and avoid certain time wasters
  • Use a planning system and understand the importance of monitoring and evaluation
  • Set SMART objectives
  • Value delegation as a development tool and time saver
  • Learn to say no! using appropriate assertiveness techniques

Train the Trainer

Course Overview
This programme is aimed at those new to training to enable them to make an effective contribution to the training and development of others. It will give trainers the basic skills and knowledge needed as a foundation from which they can later develop the specialist skills of identifying training needs, training design, training delivery and training evaluation.

What you will learn

  • Identify factors affecting the learning process
  • Understand different learning styles and their implication
  • Write training objectives and workplace outcomes
  • Prepare and deliver a short piece of training
  • Build fun and participation into your learning events