Appraisals Skills

• The DNA Of A Successful Appraisal
• Preparing For An Appraisal
• How To Structure The Appraisal Discussion
• How To Appraise Challenging Staff Members
• Following Up On An Appraisal
• How To Avoid Common Errors In Appraisals
• How To Have Difficult Conversations With Poor Performers
• Why Having Difficult Conversations Can Be Beneficial
• How To Hold An Effective Appraisal

Assertiveness Skills

• Practical Assertive Techniques
• How To Become More Assertive As A Leader
• Using Assertiveness To Deal With Negativity
• How To Say No
• How To Assertively Deal With Aggression
• How To Be Assertive When You Are Shy And Introvert
• How To Be Assertive With Your Boss

Building High Performing Teams

• Understanding The Basic Needs of Your Team
• Developing Your Team
• Dealing With A Team That Is Underachieving
• Taking A Proactive Approach With Teambuilding
• Implementing Team Values, Norms & Behaviours
• How To Create A High Performance Team Culture
• How To Conduct A Team Self-Evaluation
• Adair’s Leadership Models
• Dan Pinks New Model Of Motivation
• Douglas McGregor’s Theory X & Y
• Hertzberg’s Motivation Theory
• Vroom For Improvement
• Maslow’s Hierarchy – 21st Century
• The 5 Dysfunctions Of A Team
• How To Improve Employee Engagement
• Balancing Control & Freedom With Your Team
• How To Boost Team Morale
• What Stage Is Your Team At?

Change Management Skills

• Understanding The Change Management Process
• Dealing With The Impact Of Change
• Selling The Need For Change
• Encouraging Engagement During Change
• Showing Leadership During Change
• Lewin’s Change Management Model
• The Change Curve
• Lewin’s Force Field Analysis
• LAre Your Staff Resisting Change?

Coaching Skills

• When To Coach And When To Tell
• How To Coach A Perfect 10
• Coaching High Performers
• Coaching Techniques – Example, Effect, Change
• Using The GROW Coaching Model
• Effective Questioning During Coaching
• Using The GROW Coaching Model
• What Is Coaching & Are You Doing It?
• The GROW Coaching Model
• How To Constructively Challenge In A Coaching Session
• Great Coaching Questions To Use At Work

Communication Skills

• Which Communication Style Do You Use
• Communication Technique – Pause, Think, Act
• Active Listening – How To Really Do It
• Are You Using Negative Language Patterns?
• How Managers Say No Without Crushing Morale
• How Managers Empower Their Staff Through Open Questions
• How To Ask For Help In The Right Way
• Advanced Communication Skills – Big Picture v Detailed Thinking
• Advanced Communication Skills – Internal & External References
• Advanced Communication Skills – Understanding Pain & Pleasure
• Communication & Influence
• Influencing Skills
• ABC’s Of Effective Communications
• How We Are Convinced By Something
• Understanding People Towards V Away
• Why Having Difficult Conversations Can Be Beneficial
• How To Plan Out An Effective Communication
• Creating Clear Communications

Delegation Skills

• A Delegation Framework
• 7 Ways To Delegate Work
• A Quick Delegation Audit Exercise
• Delegation: Overcoming Resistance
• The 7 Levels Of Delegation
• Level 1 – Managing Task & Person
• Level 2 – Confirming Confidence
• Level 3 – Their Recommendations
• Level 4 – Freedom With Checkpoints
• Level 5 – High Autonomy
• Level 6 – Checking Results
• Level 7 – Complete Control
• Allocating Tasks – The BALM Method
• Do You Delegate Effectively
• How To Check In To Ensure Progress Is Made

Effective Meetings Skills

• The DNA Of A Successful Meeting
• How To Run MAGIC Meetings
• How To Make Your Meetings More Effective
• How To Keep People On Task During Meetings
• Running More Productive Meetings
• How To Deal With Disruptive People In Meetings
• Using The 6 Thinking Hats In A Meeting

Emotional Intelligence

• Emotional Intelligence
• What Is Emotional Intelligence?
• Emotional Intelligence – Improving Your Social Skills
• Emotional Intelligence – Improving Your Self-Motivation
• Emotional Intelligence – Improving Your Self-Awareness
• Emotional Intelligence – Improving Your Self Control
• Emotional Intelligence – Improving Your Empathy
• 7 Ways To Improve Your Emotional Intelligence

Feedback Skills

• Giving Constructive Feedback
• The Principles of Great Feedback
• Techniques To Use When Giving Feedback
• How People Feel When They Receive Feedback
• Giving & Receiving Feedback
• Delivering Negative Feedback

Handling Difficult Conversations

• Preparing For A Difficult Conversation
• How To Hold A Difficult Conversation
• How To Handle Difficult People
• How To Give Bad News In The Right Way
• How To Close A Difficult Conversation
• How To Assertively Deal With Aggression
• How To Have Difficult Conversations With Poor Performers
• Why Having Difficult Conversations Can Be Beneficial

Leadership & Management Skill

• Leadership vs Management
• Understanding Managerial Styles
• How Managers Build Trust Within Their Team
• Using Adair’s Action Centred Leadership Model
• Adair’s Leadership Models
• Dan Pinks New Model Of Motivation
• Douglas McGregor’s Theory X & Y
• Hertzberg’s Motivation Theory
• Vroom For Improvement
• Maslow’s Hierarchy – 21st Century
• The 5 Dysfunctions Of A Team
• Seven Habits Of Highly Effective People
• How To Manage Former Peers
• Leadership Vs Management
• Managing Absence In The Right Way

Managing Conflict

• Identifying And Dealing With A Blame Culture
• The 5 Options Of Conflict Resolution
• Key Skills Required When Handling Conflict
• Resolving Conflict Situations – Part 1
• Resolving Conflict Situations – Part 2
• 5 Responses To Conflict

Negotiation Skills

• Negotiating Styles
• Preparing To Negotiate
• How To Renegotiate Deadlines
• How To Negotiate More Effectively

Performance Management Skills

• Managing Performance
• Getting Action From Your One To One Meetings
• How To Motivate Members Of Your Team
• Tackling Poor Performance
• The Performance Management Chat
• How To Run An Effective One To One Meeting
• How To Manage People Older Than Yourself
• How To Handle Poor Performing Employees
• How To Gain Commitment From Your Staff
• How To Deal With Consistent Lateness

Personal Skills

• Defining & Modelling Excellence
• How Managers Can Build Their Self-Confidence
• How Managers Fight Procrastination
• Getting Into The Zone
• How To Assertively Deal With Aggression
• How To Be Assertive When You Are Shy And Introvert
• How To Be Assertive With Your Boss
• Action Priority Matrix
• Are Your Goals SMART
• How To Manage Those Emails
• Seven Habits Of Highly Effective People

Presentation Skills

• Planning A Presentation
• Structuring Your Presentation
• Overcoming Your Presentation Nerves
• Overcoming Your Presentation Fears

Problem Solving & Innovation

• Effective Problem Solving – Asking The 5 Whys
• How To Run A Brainstorming Session
• Thinking Styles – Hermann’s Whole Brain Modelling
• Creative Thinking – De Bono’s 6 Thinking Hats
• Using DeBono’s 6 Thinking Hats
• Kurt Lewin’s Force Field Analysis
• Applying Root-Cause Analysis To Solve Problems
• Running Action Learning Sets to Solve Problems

Process Improvement

• Cycle Of Continuous Improvement
• How To Review Your Current Processes
• Planning & Implementing Improvements To Your Processes
• Reducing Waste In The Process
• The Deming Cycle

Storytelling For Business

• Connecting And Engaging With The Audience When Telling Stories
• Why Tell Stories – What’s The Pay Off
• The DNA Of A Successful Story

Stress Management Skills

• Recognising & Dealing With Stress
• Defining Stress & its Effects
• Managing Your Own Stress Levels: Accepting What You Cannot Change
• Managing Your Own Stress Levels: Adapting To The Stressful Situation
• Managing Your Own Stress Levels: Altering the Situation
• Managing Your Own Stress Levels: Avoiding Unnecessary Stress
• Managing Your Own Stress Levels: Coping Networks
• Personality Types & Stress

Time Management Skills

• Effective Time Management
• Time Stealers – How Do We Identify Them?
• Left Brain & Right Brain Thinking
• Setting Effective Goals
• Allocating Tasks – The BALM Method

Cold Calling & Prospecting

• 3 Powerful Tips For Setting Appointments On The Telephone
• 3 Useful Hints For Leaving Your Prospect A Voicemail
• 4 Quick Tips On Gaining More Referrals Than You Can Handle
• 6 Phrases You Must Avoid When Speaking With The Decision Maker
• Cold Calling – How to Open Your Call
• How To Cement Your Appointments In Stone
• How To Close A Direct Sale
• How To Identify A Gatekeeper Screen
• How To Get Through A Gatekeeper Screen
• How to Get Your Voicemails Returned
• How To Overcome Objections
• How To Sell An Appointment
• Keeping Your Pipeline Full
• Make Your Sales Scripts Sound Unrehearsed
• On Your Way To The Telephone
• Pre Call Planning & Objective Setting
• 5 Prospecting Mistakes to Avoid
• Qualifying Decision Makers
• Successful Follow Up Calls
• We’re Happy With Our Current Supplier… What Next?
• Keeping In Touch Without Stalking
• Prospecting – Why You Should Lose “Touching Base”

Consultative Selling Skills

• Why Use The Consultative Selling Approach
• Consultative Selling Skills – The PULSE Model
• Consultative Selling PULSE Model – Position
• Consultative Selling PULSE Model – Understand
• Consultative Selling PULSE Model – Leverage
• Consultative Selling PULSE Model – Solution
• Consultative Selling PULSE Model – Evolve
• Consultative Selling Reminders

Gaining An Unfair Advantage

• 10 Customer Wants In Addition To Lowest Price
• From Sales Person To Trusted Advisor
• How To Bash The Competition Without Bashing Them
• How To Remove Existing Supplier Relationships
• How To Remove Your Competitors From The Equation
• Keeping Your Prospects Warm During The Sales Cycle
• Why Speed Wins In Sales
• Understanding Your Numbers For Accelerated Results

Handling Objections Skills

• How To Respond To “That Costs Too Much”
• Price Objection or Price Shock?
• There Are Only Two Types Of Objections
• When to Walk Away From Price Only Customers

Negotiation Skills

• Negotiation Skills – A Vital Skill
• The 5 Stages For A Successful Negotiation
• Negotiation Stage 1 – Planning & Preparation
• Negotiation Stage 2 – Managing The Discussion
• Negotiation Stage 3 – Proposing Solutions
• Negotiation Stage 4 – Bargaining For Outcomes
• Negotiation Stage 5 – Summarising & Reaching An Agreement
• Different Negotiation Styles
• Improving Your Negotiation Skills
• The 4 Possible Outcomes Of A Negotiation

Planning & Mindset

• 3 Ways On Gaining More Info Without Asking A Single Question
• Changing Your Mindset & Approach Part 1
• Changing Your Mindset & Approach Part 2
• Common Reasons Why Sales People Fail
• Getting Organised
• How To Maintain Self Control In Stressful Situations
• Know Your Stuff
• Manage Your State
• Mentally Preparing For The Sale
• Overcome The Fear of Rejection
• Planning & Preparing For A Sales Meeting Part 1
• Planning & Preparing For A Sales Meeting Part 2
• Successful Sales Habits
• The Pull Don’t Push Attitude
• Understanding The DNA of Sales
• Understanding The Science of Your Selling
• What Is Your Sales Style?
• What It Takes To Be A Modern Day Sales Professional

Sales Interactions

• 10 Quick Tips On How Sales People Can Improve Their Listening Skills
• 7 Steps To Build And Maintain Connections With Your Clients
• Asking Questions
• Closing – How To Move The Sale Forward
• Creating A Sense of Urgency In The Sale
• Ditch The Pitch Approach
• Don’t Talk About Your Solutions Too Early On
• Helping People To Buy
• How To Front Load Objections
• How To Reduce Your Price
• How To Respond To Why Should I Buy From You
• How To Respond When The Prospect Asks For A Discount
• Keeping Control When The Customer Says “Yes”
• Listening Mistakes Sales People Make
• Never Ask This Question When Closing
• Objection Handling Masterclass
• On Your Way To The Meeting
• Planned Not Canned Presentations
• Pre-Meeting Mindset & Objective Setting
• Preparing Your Small Talk
• Pull V Push Selling
• The Top Questions To Uncover Needs, Wants & Pain
• Using Email During The Sales Cycle
• Using Emotion & Logic To Influence Part 1
• Using Emotion and logic to influence Part 2
• Use This Word When Revealing The Price To Your Prospect

Sales Management

• 7 Ways To Make Your Monday Morning Sales Meeting Buzz

Understanding Buyers

• How To Build Rapport
• Understanding Different Buyer Types Part 1 – Activist & Reflector
• Understanding Different Buyer Types Part 2 – Theorist & Pragmatist
• How Your Buyers Process Information – Big & Small Chunk Thinkers
• Understanding How Your Buyers Think – Visual Preferences
• Understanding How Your Buyers Think – Auditory & Kinaesthetic
• Understanding The Modern Day Buyer Part 1
• Understanding The Modern Day Buyer Part 2

• Social Media Awareness
• Email & The Internet
• Harassment & Bullying at Work
• Data Protection
• Bribery Act
• Understanding Cyber Security
• Health & Wellbeing
• Anti-Money Laundering

• Mental Health at Work
• Safeguarding Adults
• Safeguarding Children
• Alcohol and Drugs at Work
• Working Safely and Securely
• Environmental Awareness
• Freedom of Information Act
   

Managing Stress

• Personality Types & Stress
• Defining Stress & Its Effects
• Stress Levels: Altering The Situation
• Stress Levels: Avoiding Unnecessary Stress
• Stress Levels: Accepting What You Cannot Change
• Stress Levels: Adapting To The Stressful Situation
• Stress Levels: Coping Networks
• Recognising & Dealing With Stress

Emotional Intelligence

• What Is Emotional Intelligence?
• An Introduction To Emotional Intelligence
• 7 Ways To Improve Your Emotional Intelligence
• Improving Your Self Control
• Improving Your Empathy
• Improving Your Social Skills
• How To Improve Your Self-Awareness
• How To Improve Employee Engagement
• How To Improve Your Empathy
• How To Improve Your Self-Control
• How To Improve Your Self-Motivation
• Improving Your Self-Motivation
• Improving Your Self-Awareness

Creativity

• Left Brain & Right Brain Thinking
• How To Run A Brainstorming Session
• Creative Thinking – De Bono’s 6 Thinking Hats
• Thinking Styles – Hermann’s Whole Brain Modelling
• Effective Problem Solving – Asking The 5 Whys

Running Effective Meetings

• The DNA Of A Successful Meeting
• How To Run MAGIC Meetings
• How To Keep People On Task During Meetings
• How To Make Your Meetings More Effective

Process Improvement

• Cycle Of Continuous Improvement
• Reducing Waste In The Process
• Defining & Modelling Excellence
• Implementing Improvements To Your Processes
• How To Review Your Current Processes

Presentation Skills

• Planning A Presentation
• Structuring Your Presentation
• Overcoming Your Presentation Fears Overcoming Your Presentation Nerves

Communication Skills

• Getting Into The Zone With The Flow Model
• Managing Your State Through Focus, Body Language & Words
• Tips For Improving Active Listening
• Understanding Representational Systems – VAK
• How To Assertively Deal With Aggression
• How To Be Assertive When You Are Shy & Introvert
• How To Be Assertive With Your Boss

Time Management

• Time Stealers – How Do We Identify Them?
• Setting Effective Goals
• Effective Time Management
• How To Use A Time Log To Get More Done
• Urgent v Important Tasks
• How To Manage Those Emails
• Action Priority Matrix
• Are Your Goals SMART?

• An Introduction To Customer Service
• Driving Exceptional Customer Service
• What Does Great Customer Service Look & Sound Like?
• Understanding Your Role As A Customer Service Professional
• What Do Our Customers Expect From Us?
• Best Practice Customer Service Over The Telephone

• Best Practice Customer Service Face To Face
• How To Develop Your Questioning & Listening Skills
• Dealing With Difficult Customers – Over The Telephone
• Dealing With Difficult Customers – Face To Face
• How To Take Accurate & Clear Messages
• How To Handle A Complaint

• Communication Technique – Pause, Think, Act
• Which Communication Style Do You Use?
• How To Say No?
• Are You Using Negative Language Patterns?
• Why Tell Stories – What’s The Pay Off
• Preparing For A Difficult Conversation
• Giving Constructive Feedback
• Resolving Conflict Situations – Part 1
• Resolving Conflict Situations – Part 2
• The DNA Of A Successful Story
• Preparing To Negotiate
• Negotiating Styles
• Practical Assertive Techniques
• Key Skills Required When Handling Conflict
• Connecting & Engaging – Telling Stories
• Understanding Pain & Pleasure
• How To Renegotiate Deadlines
• Influencing Skills
• How To Negotiate More Effectively
• The 5 Options Of Conflict Resolution

• Identifying & Dealing With A Blame Culture
• How To Handle Difficult People
• How To Hold A Difficult Conversation
• How To Give Bad News In The Right Way
• How To Close A Difficult Conversation
• The Principles of Great Feedback
• Delivering Negative Feedback
• Big Picture v Detailed Thinking
• Internal & External Stakeholders
• How To Ask For Help In The Right Way
• Communication & Influence
• Giving & Receiving Feedback
• How People Feel When They Receive Feedback Techniques To Use When Giving Feedback
• Using Assertiveness To Deal With Negativity
• Active Listening – How To Really Do It
• The ABC’s Of Effective Communication
• Understanding People – How We Are Convinced By Something
• Understanding People – Move Towards V Move Away
• Why Having Difficult Conversations Can Be Beneficial

• An Introduction to Equality & Diversity Law
• Understanding The Protected Characteristics
• Are You Discriminating?
• Understanding Prohibited Conduct Within The Equality Act
• Direct & Indirect Discrimination
• Associative & Perceptive Discrimination

• Disability Discrimination
• Pregnancy & Maternity Discrimination
• Harassment & Bullying
• Eliminating Victimisation
• Prejudice & Stereotyping
   

• How To Estimate Work
• How To Manage Project Risks
• How To Manage Resources
• Managing Stakeholders
• Phase 1 – Project Initiation
• Phase 2 – Project Planning
• Phase 3 – Project Execution & Control
• Phase 4 – Project Closure
• Project Budgeting
• Project Planning Tools
• Setting Project Goals & Objectives

• The Different Phases Of A Project
• The DNA Of A Project Plan
• Tracking Progress Of Your Project
• Understanding Critical Path Analysis
• Understanding The Key Characteristics Of All Projects
• What Makes Up A Good Project Team?
• How To Run An Effective Project
• Project Management For Non-Project Managers
• Allocating Tasks – The BALM Method
• So You’ve Got A New Project – Now What?
   

• An Introduction To Accountancy & Finance
• Understanding The 3 Main Accountancy Statements
• The DNA Of A Profit & Loss Statement
• The DNA Of A Balance Sheet
• The DNA Of A Cash Flow Statement
• Why Cash Doesn’t Equal Profit
• Understanding Working Capital: What Is It? How Can We Manage It?

• Capital Expenditure v Revenue (Operating) Expenditure
• Cost Behaviour (Fixed, Variable, Semi-Variable)
• How To Put Together A Budget
• Assessing Variances & Reforecasting The Budget
• The Effects Of Depreciation
• How Your Day To Day Decisions Impact Profit & Cash Flow
• Financial Analysis – Understanding & Using Ratio Analysis
• The Definitions Of Commonly Used Financial Terms