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(Click on a topic below for an overview of the sessions)

Management & Leadership

Sales Effectiveness

Equality & Diversity

Project Management

Finance For Non Finance

Customer Service

Communication Skills

Personal Skills

Human Resources

Health & Wellbeing

Health & Safety

Coming Soon

Content Library

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
21st Century Assertiveness – Part 1
21st Century Assertiveness – Part 2

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
How To Guide People Through Change
Showing Leadership During Change
Lewin’s Change Management Model
The Change Curve
Lewin’s Force Field Analysis
Are 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?
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
An Introduction To NLP
Tips For Improving Active Listening
Understanding People – Do You Match Or Mismatch?
Understanding People – External V Internal Reference
Understanding People – Where Is Your Attention?

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

An Introduction To 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
Boost Your Social Skills
Boost Your Self-Motivation
Boost Your Self-Awareness
Boost Your Self-Control
Boost Your Empathy Skills

Feedback Skills

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

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

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 Skills

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
The First Step To Tackling Poor Performance
The Poor Performance 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
Are You Having An Active Working Day?
The Benefits Of A Lunchtime Walk

Presentation Skills

Planning A Presentation
Structuring Your Presentation
Strong Introductions To Your Presentations
3 Tips To Reduce Your Presentation Jitters
Overcoming Your Presentation Nerves
Overcoming Your Presentation Fears
4 Rules For Eye-Catching Presentations

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
Using Brainstorming To Create Ideas
Reducing Waste In The Process
The Deming Cycle
Urgent V Important Tasks

Storytelling For Business

Connecting & Engaging With The Audience When Telling Stories
Why Tell Stories – What’s The Pay Off
The DNA Of A Successful Story
Storytelling For Business – A Model To Follow

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
Building Resilience At Work
HSE Stress Management Part 1
HSE Stress Management Part 2
Mental Health At Work – Overview
Pressure & Stress
The 6 Sources Of Workplace Pressure – Part 1
The 6 Sources Of Workplace Pressure – Part 2
What Pressure Are You Under? Part 1
What Pressure Are You Under? Part 2
The Pressure Curve
The Three Primary Sources of Pressure
Wellbeing – A Three-Pronged Approach
Pressure & Stress Warning Signs
Wellbeing & Resilience Strategies – Part 1
Wellbeing & Resilience Strategies – Part 2
Wellbeing & Resilience Strategies – Part 3

Introduction To Sales

How Is A Sale Made?
Understanding The Sales Process
Understanding The Modern Day Buyer
Effective Planning & Preparation For The Sale
Understanding Benefits V Features
Effective Sales Interactions
Building Pain & Pleasure Within The Sales Interaction
Selling Is About Pulling Not Pushing
Overcoming Objections
Using Emotion & Logic To Influence
How To Ask For The Sale
The Importance Of Follow Up

Cold Calling & Prospecting

Developing A Calling Framework To Use
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
The Gatekeeper Screen
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 & Preparation
How To Open Your Calls
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”
How To Sell An Appointment & Not What You’re Selling
Social Selling
Uncovering The Needs & Wants Of Your Prospects

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

The Best Objection Handling Model To Use
The First Thing To Do When Faced With An Objection
The First Thing To Say When Faced With An Objection
Are Sales Objections A Bad Thing?
Are Sales Objections A Good Thing?
What Type Of Objections Do You Receive?
How To Ask For Business
How To Avoid Objections In The First Place
How To Front Load Objections Into Your Interactions
How To Handle The Objection & Move The Sale Forward
How To Respond To “That Costs Too Much”
Price Objection or Price Shock?
There Are Only Two Types Of Objections
Different Types Of Closes & Their Effectiveness
Technique – Feel, Felt, Found
How To Use Emotion & Logic To Influence
When to Walk Away From Price Only Customers
Word For Word Responses To The Most Common Objections

Territory Management

What Is Territory Management?
Territory Management – Best Practices

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

Preparation & 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

Winning Sales Presentations

The 4 Elements Of A Sales Presentation
Pre-Presentation Planning
Pre-Presentation Preparation
The DNA Of A Formal Sales Presentation
Creating Dynamic Content For Your Presentation
How To Overcome Nerves
Creating A Powerful First Impression & Opening
The Power Of Tonality
The Power Of Your Body Language
How To Connect With Your Audience
How To Capture Your Audience’s Attention
Delivery Strategies Part 1
Delivery Strategies Part 2
Delivery Strategies Part 3
How To Answer Challenging Questions?
How To Handle Challenging People During Your Presentations?

Key Account Management

What Is Key Account Management?
What is the Role of a Key Account Manager?
Account Management Effectiveness

Sales Management

7 Ways To Make Your Monday Morning Sales Meeting Buzz
Supporting As A Sales Coach
Sales Coaching Defined
Running Effective Sales Coaching Sessions
The 4 Stages Of A Complex Sale
How To Carry Out A Complex Sale – Part 1
How To Carry Out A Complex Sale – Part 2
Field Accompaniments – Before The Visit
Field Accompaniments – During The Visit
Field Accompaniments – After The Visit

Understanding Buyers

How To Build Rapport
Understanding Buyer Types
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
Building Resilience At Work
HSE Stress Management Part 1
HSE Stress Management Part 2
Pressure & Stress
The 6 Sources Of Workplace Pressure – Part 1
The 6 Sources Of Workplace Pressure – Part 2
What Pressure Are You Under? Part 1
What Pressure Are You Under? Part 2
The Pressure Curve
The Three Primary Sources of Pressure
Pressure & Stress Warning Signs

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
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
21st Century Assertiveness – Part 1
21st Century Assertiveness – Part 2
An Introduction To NLP
Tips For Improving Active Listening
Understanding People – Do You Match Or Mismatch?
Understanding People – External V Internal Reference
Understanding People – Where Is Your Attention?
Understanding Representational Systems – VAK

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?
Are You Having An Active Working Day?

Face To Face

Understanding Your Role As A Customer Service Professional
What Do Our Customers Expect From Us?
What Does Great Customer Service Look & Sound Like?
Best Practice Customer Service Face To Face
Dealing With Difficult Customers Face To Face
Handling Customer Enquiries
How To Handle A Complaint
How To Develop Your Questioning & Listening Skills

Telephone Skills

The Importance Of Top Quality Telephone Skills
How To Answer A Call In The Right Way – First Impressions Count
Best Practice Customer Service Over The Telephone
Dealing With Difficult Customers Over The Telephone
Effective Listening Skills
Effective Questioning Skills
How To Build Rapport Over The Telephone
The 4 E’s Of Effective Telephone Communication
The Challenges Faced With Telephone Communication
Taking Messages Over The Phone
How To Put Callers On Hold & Transferring Calls
Handling Customer Complaints – Investigating On The Telephone
Handling Customer Concerns & Complaints – Responding On The Phone

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