How to be a more effective communicator
During this highly interactive fast paced and entertaining (using case studies and examples) workshop we will cover:
*Setting communication objectives – the use of supersize goals
*Selecting the right words to use
*The use of questions
*The art of active listening
*The 3 different ways of receiving information
Available as HALF DAY Introduction to effective communication skills or FULL DAY (includes writing skills)
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Dealing with difficult people - how to turn the tragic into magic
All of us dread the situation where we are dealing with someone who is difficult. It may be a one off situation, or it may be a situation at work where we are faced with the same difficult person day after day. None of us likes dealing with these situations and unfortunately we tend to revert to the primal response of fight or flight, neither of which is particularly useful in resolving the situation.
This workshop uses a mixture of behavioral science and good management technique to formulate a plan of action for dealing with difficult people. Delegates will discover the ten most common types of difficult behaviour - including the top 3 - and how to deal with them, the 3 critical factors for establishing trust and the production of a 'prime directive' - a set of standards to apply to every awkward situation.
Available as HALF DAY or FULL DAY interactive workshop (without the embarrassing role play)
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Effective telephone techniques - how to create impact and build rapport with callers
This workshop shows how the effect of correct telephone techniques can both enhance a Company’s reputation as well as its profitability. It is especially suited to those who have some experience in using the phone at work and wish to further brush up their skills. It is also ideal for anyone who has limited experience in this area and wants to learn more about how to manage calls – both internal and external - more effectively
Available as a FULL DAY How to create impact using the phone
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More effective meetings - how to organise, run and partipate in meetings that matter
Meetings that don’t have a purpose or achievable outcome are, undoubtedly a complete waste of time. Those that don’t have structure or focus are equally wasteful and those seen as simply a collection of talking heads with no visible signs of efficient leadership are not even worth the time allocated. This workshop considers the key ingredients to organising, running and participating in effective meetings.
It will answer the question - why do some meetings;
*Produce negative response / experience
*Waste valuable time
*Lower morale
*Create more problems than solve
*Divert attention away from important issues
Available as a HALF DAY / FULL DAY How to organise effective meetings (full day includes 'how to take minutes not hours' - effective minute taking)