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.
General Data Protection Regulations (GDPR)
New data protection regulations come into effect in May 2018. This one day course provides a stimulating and lively introduction or refresher training on Data Protection. It considers the new definition of personal data and its implications as part of forthcoming changes under the General Data Protection regulations. It brings participants up to date with the current requirements and enables employees to return to their job roles with a raft of ideas for improving and developing existing policies and procedures.
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.
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 Well 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.
Modern Slavery Act
The Modern Slavery Act is described as one of the toughest laws in the world that tackles the serious and brutal crime of slavery. This one day course provides practical answers to questions many people may have. This course considers key definitions and up to date terms relating to modern slavery, such as forced labour and human trafficking. It will consider latest information on child labour, debt bondage, domestic servitude, forced labour and sexual exploitation. This course is suitable for all individuals across all sectors.
Disclosure and Barring Service (DBS) & The Voluntary Sector
Many community groups and voluntary organisations run services for children and vulnerable adults for which it is important to safeguard children and adults against abuse and neglect. This lively one day course provides information about how, and in what circumstances you can request DBS checks for individuals, how to use the information you receive and in what circumstances you should share information or concerns about individuals. The course is pitched at introductory level.
How to Develop a Peer Support Network/ Facilitate Focus Groups
Peer support is about getting support from people who are equal to you – your peers. Approaches to peer support can vary considerably across the country. This one day course looks at the various frameworks for modern peer support groups, considers how to carry out a needs analysis, looks at rights and responsibilities, how to facilitate and focuses on how to keep momentum going. It is suitable for any individuals across all sectors.
Train the Trainer
A one day course which teaches individuals how to deliver effective training through increasing awareness of the required tasks of trainer, conducting needs analysis, understanding concepts of learning and motivation, writing effective course aims and objectives and identifying and adapting to the 5 group stages. It also considers how to start, end and deliver activities effectively, shows how to implement 5 strategies for effective delivery and gives tips for dealing with difficult situations. This course is pitched at introductory level.
Roles & Responsibilities of Trustees
This one day course will help charity trustees to fully understand what they need to know and what they need to do. The course covers roles and responsibilities of trustees, gives an overview of charitable status and what this means for trustees, provides an understanding of collective responsibility and conflict of interest, look sat good practice and working effectively as well as where to go for more help and advice. The course is pitched at introductory level.
Introduction to Advocacy Skills
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.
Community Event Organisation
This lively and interactive course enables participants to create a community event before, during and after it takes place. Participants will be shown how to organise events such as conferences, community campaigns, exhibitions, training, meetings, open days and recruit volunteers. It will also consider why things go wrong (the 9 common errors), give tips on best practice and examine legalities around equality, health & safety and safeguarding. The course is pitched at introductory level.
Time & Workload Management
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.
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.
Mentoring Skills for Young People
Mentoring has roots in the private sector, its core principles are now being used more and more within education and support services, with mentors used as a sounding boards for guidance on how best to overcome personal and social barriers to progression. This one-day course is aimed at those who work with young people or just want to know more about the subject. Participants will learn about:
- Setting appropriate boundaries.
- Dealing with stressful situations.
- How to challenge the mentee to move beyond his or her comfort zone.
- Retaining objectivity in the face of someone else’s emotions.
- How to present difficulties and problems.
- Creates a safe learning environment for taking risks.
- Guiding someone to a solution without telling them.
- Finding options and making active choices.
- verbal and non-verbal communication techniques for effective mentoring.
Starting your own Community Group from Scratch
There are many different reasons why someone may want to set up a group which can be both exciting and challenging. This course provides advice on how to get individuals involved in your group, deciding on its purpose and agreeing a set of rules and principles that will govern it. It gives practical information about things you may need to do such as opening a bank account, allocating roles and understanding legal structures. External factors such as the wider community impact and engagement with the media are also actively considered. This course is suitable for anyone who has an interest in this area.
How to Campaign – Active Citizenship
Active citizenship and campaigning are essential skills in a democracy, with community groups being a vital source of this expertise. Participants attending this one day course will engage in activities which consider key concepts, institutions and terms in a democratic society; argue and debate the case for community change; learn how to plan a community campaign strategy with identified outcomes; learn how to ensure campaigns are both legal and use the law to get results; learn how to campaign and lobby at grass roots level; learn how to communicate a campaign and how to work with the media; learn how to identify campaign allies and stakeholders for effective partnerships. This course is pitched at introductory level.
Meetings are the most common forms of daily communication and can be a good way of conducting business. Up to 4 million working hours a day are spent in meetings in the UK alone with senior managers in particular spending up to 60% of their time behind closed doors. As a result of attending this course participants will learn how to describe the characteristics of effective meetings, clarify the purpose and benefits of meetings, prepare effectively and understand how to build an agenda, judge when and how to make appropriate contributions and be aware of what skills can be developed to improve performance in meetings. This course is pitched at introductory level and is suitable for anyone who has an interest in this area.
Chairing & Facilitating Skills
One of the central elements of an effective meeting is the quality of participation and involvement of those present. The Chair and/or Facilitator plays a key role in encouraging and managing contributions of participants. This one day course equips participants with the required theory and skills for effective group chairing and facilitation. It provides a psychologically informed, skills based approach to facilitation, uses several learning activities to promote high level participation, helps individuals understand the difference between a facilitator, trainer or teacher, defines the expected role and remit of a chair and explains the group dynamic theory whilst giving real life community group scenarios. This course is suitable for anyone who has an interest in this area.
Mindfulness Awareness and Practice
Current health statistics suggest both anxiety and stress related illnesses are very real problems for significant numbers of the population, irrespective of their age, gender, race or ethnicity. In recent years there has been a growing awareness of the beneficial effects of the simple techniques such as mindfulness in helping to reduce the experience of stress and anxiety and enhancing overall well-being. This course teaches a number of simple mindfulness techniques which, once learnt, can be practiced easily and at zero financial cost to individuals. The content of the course will include the following: defining stress and anxiety; what is happening inside your body and brain when anxiety and stress levels are too high; how stress and anxiety are directly linked to both physical and mental illness; learning how to spot the signs that you, or someone you know is struggling with stress and anxiety; explanation of mindfulness and how it can positively impact on mental and physical well-being; an introduction to mindfulness techniques with the opportunity for practice. The course is suitable for anyone with an interest in this area.
Mental Health Awareness
It is estimated that approximately one in four people will experience a mental health problem in any given year. Chances are if we are not directly affected by a mental health condition, we will have a family member or colleague who is. It touches all our lives! This full day training is suitable for anyone interested in learning more about mental health and well-being. The course will explore the most common mental health conditions and how these impact on psychological, emotional and social well-being. Other areas covered will include; defining mental health, mental well-being and mental illness; how psychiatric drugs work including side effects; the bio-psychosocial factors impacting on mental health and well-being, the Mental Health Act, identifying and responding to a mental health ‘crisis’, taking steps to positively enhance mental well-being; and understanding mental illness and recovery.
Mental Health & The Law
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 mental health awareness above.
This full day course is suitable for anyone who wants to gain a greater understanding of psychoactive substances, substance abuse and substance dependency. Over the last few years there has been a worrying growth in the number of new psychoactive substances available and this training will highlight a number of these new substances, as well as the more familiar drugs with a longer history of abuse. Areas covered will include; different categories of drugs including both the effects and the risks associated with their use; understanding the neurochemical nature of addiction; those most vulnerable to substance abuse; and the support interventions necessary to promote recovery.
This full day training is suitable for anyone wishing to learn more about alcohol, alcohol abuse and alcohol dependency. In terms of the known damage caused to physical and mental health, family life, relationships and to society in general (violence, crime, impact on employment), alcohol is the most damaging substance of abuse known. The course will include; the impact of excessive drinking on physical and psychological health; defining an alcohol problem, safe and unsafe alcohol consumption, how excessive drinking rewires the brain and leads to further abuse and addiction; and the support required to help in the recovery of alcohol abuse and dependency.
This half day training course is relevant for anyone working with vulnerable adults or for those who simply wish to understand how to recognise the signs of abuse and learn the important steps they can take to safeguard a vulnerable adult’s well-being. The training content will include; defining abuse, patterns of abuse, those most at risk of abuse; the 10 categories of abuse; signs and indications that abuse might be occuring; defining safeguarding and taking safeguarding action; and the issue of client consent and safeguarding. Please note this is adult safeguarding training and not children’s safeguarding.
One need only visit a city or town centre to see the sad reality that homelessness is a very real issue for growing numbers of people. This half day training course is suitable for anyone who wishes to better understand the complex issues around homelessness and the services and support required to help those unfortunate enough to be experiencing it. The training content will include; exploring the many causes of homelessness and the often complex support needs of the homeless; the impact of homelessness on physical and psychological well-being; statutory and non-statutory support services and their roles in tackling homelessness; and how you might help and support those working with the homeless.
We should all be striving to deliver services and create working environments that celebrate differences, promote inclusion and afford equality of opportunity for all. This half day training will be of interest to everyone looking to ensure they meet their legal responsibilities for promoting equality and diversity in their working environments. The training will include the following; defining equality and equal opportunities, exploring barriers to equality such as sterotyping, prejudice and the many forms of discrimination; hate speech and hate crime; the Equality Act 2010 and the protected characteristics; defining diversity and inclusion and how these can positively change our working environments.