West End Training Limited
Vale of Glamorgan, United Kingdom
http://www.westendtraining.co.uk/

Coaching

A one-day course. Topics Include: Coaching vs. Mentoring The extra benefits of developing staff by Coaching Is this only therapy by a different name? Business Coaching Executive Coaching Life Coaching Performance Coaching Why not training, counselling or consulting? Who is involved? Does Coaching work? Top tips Ethical guidelines How to use a Coach The Coaching......
 

A one-day course. Topics Include: Exercise - How does your organisation rate customer care? Exceed Customers’ Expectations. Reception Service Charter Telephone Skills Quality v. total quality issues. The costs of losing customers. Prevention is better than cure. Customer feed-back survey. Case studies. Handling complaints. Solve the problem before it happens. ......
 

A one-day course. Topics include: An initial Personal Profile analysis using a computer based system, to assess: natural behaviour patterns and how this is modified in the work environment style of managing work relationships organisation & planning motivation communication decision making overview advantages and disadvantages of the candidate’s style stress analysis ......
 

A one-day course. Topics covered: Respect, Recognition, Reward What makes a good Motivator? Some ideas companies use What is wrong with today’s workers? A Gallup Poll Why employees don’t get the job done Time theft Measure the productivity investment return The 5 levels of need �Abraham Maslow Ten qualities employees want in a job Five steps to successful negotiat......
 

A one-day course. Topics Covered: Why do we need to change? What is Business Process Reengineering and why is the phrase often wrongly used? Successful Organisations change following 5 key factors � environmental assessment leading change linking strategic and operational change human resources treated as assets not liabilities coherence Porter’s 5 Forces Organisat......
 

A one-day course. Topics Covered: The Performance Review Cycle Benefits of effective performance appraisal Benefits for the organisation Benefits for the line manager Benefits for the individual Equal Opportunities Influences on Judgement Monitoring and measuring through the year Gathering information Capturing information Regular reviews Conducting reviews Output......
 

A one-day course. Topics Covered: Project Management - introduction what is a project? the purpose of projects 3 key features of control phases & checkpoints Project inception Definition & planning Development of any new product or service Post implementation review Glossary. Project Direction - organisation & responsibilities project director project steerin......
 

Topics Covered: The Negotiation Process. Preparation Invitation to negotiate Presentation Bargaining Closing the Deal Preparation Checklists. Pitching the first bid. Win �win. When not to negotiate. Deadlock Qualities of Negotiators. Negotiating Teams �Team Selection. Linking Concessions. Interpreting Signals. Settling the Deal. Interpersonal Skills. ‘Games......
 

Topics covered: Time- thieves. Reactive and proactive work. Priorities. Organisation. Delegation. Delegate retaining responsibility The barriers to delegation The advantages of delegation The disadvantages of delegation Targets. Dealing with paper. Office reorganisation. Managing meetings. Time-management model. Tools for quick and effective problem solving. To......
 

A one-day course. Topics covered: Success. How is it measured? Positive and Negative communication What is important to you? Work? Relationships? Financial? Living? Other? Priorities Goals The need for empowerment Trust levels Self-esteem and confidence Case History Case History evaluation Effect on relationships Option to include areas on: Motivation ......
 

A one-day course. Topics covered: The 3 simultaneous actions in meetings task activity maintenance team-working 5 barriers to the above. The agenda. The hidden agenda! Minute taking. Reactive and proactive work. Priorities. Communicating and listening. Targets. Time-management model. Brainstorming (the golden rules). Tools for quick and effective problem solv......
 

A half-day course. Topics Include: Telephone Systems Telephone Etiquette Customer Care Customer Driven Companies Empathy Create Customer Loyalty Levels of service. Desired v. Adequate Zones of tolerance �4 factors Customer Delight What goes wrong? Why do we lose customers? Monitoring customer service issues Follow up calls Understanding needs �Enquiries Han......
 

Topics covered: Cash and its implications What is a cash flow forecast? How do budgets link in to the cash flow? Profit and loss accounts explained The balance sheet and its parts Why does the stock figure affect your profit? Implications of stock Debtor analysis Creditor analysis Credit taken and given and the cash flow implications Why profitable businesses fail Analy......
 

A one-day course. Topics covered: Marketing v. Advertising v. Selling Surveys How to use marketing The Marketing Plan: preplanning requirements market analysis assumptions SWOT objectives strategies and tactics evaluation measurement & control Types of marketing strategy (Growth / Competitive) 5 basic principles to planning Market segmentation Competitive co......
 

A one-day course. Topics covered: Communication skills exercises Communication in teams Communicating in meetings Communicating by telephone Body language Questioning The use of questions How to get from no to yes Presenting your case Conflict Positive thinking positive words Problem solving Communications check list Feedback Conversation techniques Writing......
 

A one-day course. Topics covered: Stress avoidance Mind over matter Indigestion and eating Statistics Problems with stress People under pressure What circumstances cause stress? Levels of responsibility Remember to say thank you Know when to push and when to stop Smile and the whole world smile with you! Take the terror out of computerisation Don’t underestimate ......
 

Topics include: 4 Types of behaviour: aggressive passive manipulative assertive Know your own strength and the value of others 6 points to help you say what you want Exercise (agree or disagree) Delegation Motivation: what makes a good motivator? what is wrong with today’s workers? Why employees don’t get the job done 5 levels of need Creating a vision. What is yo......
 

A one-day course. Topics covered: Why do we lose customers? Survey results. Exercise How does your organisation rate customer care? How do you rate customer care? Exceed Customers�expectations. Quality v. total quality issues. The costs of losing customers. Prevention is better than cure. Customer feed-back survey. Case studies. Handling complaints. Solve the prob......
 

Topics covered: Understanding the team. Team roles. Effective leadership. Communication within teams. Team building. Setting team goals. Teams v. working groups. Why do teams disfunction? Motivation within the team. Goal setting and achieving. Problem solving. Time management. Managing meetings. Delegating. ...
 

Topics covered: Quality v Total Quality v. Acceptable Quality The Quality Mushroom and its affect on complaints Characteristics of quality organisations The costs of complaints Service standards How to handle the complainant: Open and closed questions Mirroring Body language Do not say � Do say � Complaint procedures Communicate the message well Complaint analysis ......
 

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