Customer Care & Equalities
This one day course aims to provide participants with a clear understanding of modern day working definitions of customer care. It considers the Equality Act 2010, the five barriers that impede equal access to the provision of services, the recruitment and retention of customers, how to ensure a balanced approach between customer care vs staff care and fast track techniques to ensure customer facing arrangements are user friendly. This is an introductory course so is suitable for managers, staff and volunteers across all sectors.
Effective Communication & Cultural Communication
This introductory course is for those who have a basic understanding of equality laws, diversity issues and cultural awareness. Those attending will develop a clear understanding of the definitions of ‘culture’, ‘culture clash’ and associated terms, the benefits of being culturally aware, obstacles and negative thinking, communication differences across various cultures in terms of body language, tone and words, meet and greet, food, timings, dates and environment. Participants will learn how to ensure their workplace event or customer service activity addresses cultural issues. The course is suitable for managers, staff and volunteers across all culturally diverse sectors who serve communities with a wide demographic base.
This one day course introductory course is ideal for those new to leadership. By the end of the course participants will have a clear and up-to-date definition of leadership and be able to explore and examine their own leadership skills. The Fisher Model of Performance and its 4 components will be considered and used to help identify practical leadership skills, balancing tasks, applying decisions and utilising a model for dealing with challenges.
Mental Health Awareness
This one day course looks in detail at the definition of ‘mental disorder’. It considers associated legal and non-legal terms, the nine key laws covering mental health issues, the eleven medical and clinical terms, challenges which might present themselves in the workplace or learning environment and appropriate and safe responses to such situations. This is an introductory course and a useful complimentary subject for anyone who has attended training on equality & diversity, employment law and human rights.
This one day course will raise your awareness of professional boundaries in the workplace. By the end of the course participants will be able to understand why professional boundaries are needed, identify warning signs of lack of boundaries, identify ways to begin and end relationships with clients to ensure defined boundaries and manage boundaries within key areas.
This one day course introductory course is designed to develop supervision skills. By the end of the course participants will be able to state the tasks and roles involved in supervision, state the benefits of supervision to the supervisor, supervisee and the organisation, understand the 3 methods of good practice, utilise methods of motivating staff, recognise individual levels of competency and apply a model for supervising individuals with different skills.
Working with Volunteers
This course is suitable for anyone engaged in the recruitment, management and retention of volunteers as well as volunteers who want to know more about their rights and responsibilities. It provides participants with a clear understanding of the various legal definitions of the term ‘volunteer’ and ‘volunteer worker’. It looks in detail at points of convergence and divergence between paid staff and volunteers, the ten laws that can impact on the volunteer relationship, how volunteers are affected by welfare benefits, contracts and volunteer agreements and best practice in managing and developing volunteers. The course is pitched at introductory level.
Public Speaking & Presentations
This popular one day course is very interactive, with plenty of opportunity for participants to discuss and practice how to handle a range of public speaking challenges. Participants will leave the course with a clear understanding of the key steps to planning a presentation, know how to deal with nerves and anxiety, gain tips on storytelling and the rules of engagement, see how great speakers get their point across and provides guidance for speech writing, using metaphors, repetition, and dealing with awkward or difficult questions. The course is designed for those who have little experience or need to formalise their approach to public speaking.
Influencing is a necessary skill for anyone at work. The ability to bring others to your way of thinking without force or coercion is important in the workplace and is a transferrable skill people take from job to job. Those attending will leave with a clear understanding of influencing, the importance of personal attitude and approaches to influencing, the 9 key steps to influencing, planning and preparation. The course is designed for anyone whose role includes having to negotiate and is seeking to increase their own self confidence and develop skills whilst acquiring new insights.
Social Media at Work: Staff Rights & Responsibilities
Every employer needs to ensure their policies and procedures covering staff use of social media at work are effective and robust. This lively one day course covers the latest case law and will enable you to either introduce or review your in-house policies and procedures from an employment and service delivery perspective. The course will provide participants with a clear understanding of personal use of social media at work, the duty of care, links with the employment contract, right to monitor v right of privacy and malicious communications. This course is suitable for individuals work across all sectors.
Social Media: Introduction for Business
If you are looking for an introduction to Social Media strategy, this course is for you! This interactive training session will show you how to develop a basic social media strategy linked to your business, show you examples of good practice, looks at the benefits and pitfalls of social media, questions how social media can be used in business to generate ideas and how to compose a social editorial or calendar. Those attending should have a basic understanding of networks such as Twitter, Facebook, LinkedIn.
How to Develop a Peer Support Network
Peer groups are considered a vital support mechanism, however approaches to peer support vary considerably across the country. Involvement in such groups is all about getting support from people who are equal or likeminded to you- your peers. When part of a peer group you are able to talk to other people who are truly have first-hand experience of similar situations. This training course provides participants with the relevant skills to set up, run and sustain a peer support group or network considering common characteristics of successful initiatives as well as challenges and potential resolutions. The course is suitable for individuals working across all sectors.
Becoming a First Line Manager
If your thinking of moving into first time management, developing your management skills and measuring its effectiveness are important feature of your role. This course helps individuals to understanding the values, attitudes and behaviour of a First Line Manager. It focuses on the various stages teams go through, considers the definition of customer quality and provides tips on problem solving. The course is suitable for anyone with no previous management experience or first line managers looking to refresh their skills.
Introduction to Event Management
Events act as the public face of any organisation and are a powerful tool in building your organisation and promoting its aims. This introduction to event management course offers a practical guide to hosting an event and will leave you fully equipped with resources to help you organise future activities with confidence and professionalism. It considers approaches, publicity, diversity, logistics and follow-up. Aimed at those with little or no experience in organising and managing events, the course is suitable for people from all sectors.
Excellence in Governance
A range of risks can be faced by any Board, Governing Body, Trust or Corporation in the public, private or voluntary sectors. This one day course looks at some of those potential risks and also suggested solutions and actions. Those attending will gain an understanding of liabilities as trustees, best practice, the importance of challenge and the points of convergence and divergence between governance and management within an organisation. The course is suitable for any member of a governing body and those who support a trustee board, including administrative, executive assistants, board secretaries and non-chartered company secretaries.
Introduction to Advocacy
Advocacy seeks to ensure that people, particularly those who are most vulnerable in society, have their voice heard. This interactive training session explores how using the right advocacy model can be effective in helping to resolve conflict in the workplace, clarify issues and bring service users closer to the service provider. The course is suitable for anyone who wishes to become an advocate and is designed for all workplaces.
Anti Bullying & Harassment
Reports of workplace bullying and harassment hit the headlines almost every day, and employers have a duty of care to provide a safe working environment. This course considers the legal definition, why it happens, the impact of bullying and harassment, the skills needed to stop it, as well as signposting guidance. It is suitable for any workplace.
Mentoring Skills for Mentors
Presented in a lively interactive format, this course looks at the three stage approach to mentoring. It considers the qualities of a successful mentee and the benefits it brings. It provides guidance on how to work with a mentor, use simple mentoring models, build trust, relationships and overcome barriers. The course is suitable for anyone with little or no previous experience in mentoring.
Training Young People in Anger Management
A one day course which teaches participants to deliver training in anger management to groups of young people. It shows individuals how to assist young people with anger by exploring the definition of anger and when it can be positive, increasing knowledge of anger triggers specific to young people, outlines how thoughts lead to angry behaviours, shows how to identify and challenge thoughts to engage in constructive behaviour, explores ways of managing anger through becoming assertive.
If your unsure of the best approach to managing your time in the workplace, this is the course for you. You will acquire tips for managing your time in the workplace effectively when everything seems like a priority. It will help you to understand what’s most important in their job role, how to plan effectively, how to say no, considers stages of delegation, how to deal with time wasters and provides detail of useful management tools and techniques for managing time. The course is suitable for all types of workplaces.
Keeping up to date with the very latest in employment law, rights and responsibilities is never easy. This one day training session brings participants up to date on the very latest changes and additions including the implications of the United Kingdom’s decision to leave the European Union and therefore access to the European Court of Justice from which many of this country’s existing rights have been secured. The course is useful for those involved in explaining, teaching and training of employment rights and responsibilities to others.
Managing the Prevent Duty
PREVENT is part of the Government’s counter-terrorism strategy and is viewed as a long term solution to stop people becoming radicalised, supporting terrorism or becoming terrorists themselves. This one day course is aimed at managers, quality teams, leaders, those in contact with young people, children, vulnerable adults or their carers/parents. Those attending will spend the day looking at the key elements of the governments Prevent strategy, explore professional responsibilities in relation to the safeguarding of vulnerable adults, children and young people, look at the vulnerability factors that make individuals susceptible to radicalisation and how organisations can plan, implement, manage and review activity in relation to radicalisation and extremism.
A one day course which helps participants definite a project and its criteria for failure or success. Detail considered includes the use of various tools for project planning, using strategies for dealing with challenges, how to build on your skills as a project manager such as delegating tasks professionally, analysing and utilising stakeholders, monitoring and evaluation. The course is suitable for all sectors.
Developing Your Advising & Interview Skills
This one day course teaches participants how to conduct effective client interviews. It examines the 4 elements of a structured interview and advice session, considers crucial aspects for creating a safe environment, shows how to problem solve, use techniques for breaking bad news and overcoming objections. Case studies are used throughout to show how to apply strategies, models and techniques.
A one day course which considers the 4 principles of assertive behaviour. Participants will lean how to recognise the 3 main non-assertive behaviour types, learn techniques for saying ‘no’ and how to ask for what you want, understand 3 techniques for dealing with criticism/disagreement and use guidelines for showing anger assertively. This course is suitable for all sectors.
Dealing with Aggressive & Difficult Behaviour
This course looks in detail at the definition of conflict, and what circumstances and behaviours increase the risk of conflict occurring or escalating. It considers the reasons why people become difficult or aggressive, shows participants how to recognise at least 10 warning signs of conflict occurring, and examines strategies used to calm difficult situations and prevent escalation. Case studies are used throughout. The course is suitable or all workplaces.
Equality & Diversity
The meaning of Equality & Diversity is considered in detail alongside the protected characteristics and types of discrimination. Participants learn how to name the benefits and responsibilities of Equality and Diversity individually and organisationally, how to conduct a health check to determine good practice and implement strategies for challenging unacceptable behaviour as well as how to develop an organisational Equality & Diversity Action Plan.