Business Skills

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    Delivering Excellent Customer Service – 1 Day

    Aims
    This workshop focuses participants on the need to understand their customers’ perspective, realise the impact of their own behaviour and attitude when dealing with a range of customer service situations. They will learn the key knowledge, skills and attitudes needed to meet their customers’ needs. The programme is participative and involves discussion in small groups, opportunities to practise key skills and trainer input.

    Outcomes:
    At the end of this training programme participants will be able to:

    • Be able to see service through the customers’ eyes and consider opportunities for giving excellent service.
    • Appreciate the key elements of service and consequences of poor service.
    • Have an understanding of the customer supplier chain, respecting colleagues and working together to deliver excellent service.
    • Recognise the skills and qualities essential to delivering excellent service.
    • Recognise the importance of first impressions and how to project a professional image at all times.
    • Be aware of the do’s and do not’s on the telephone.
    • Be able to set and maintain telephone standards for consistent service.
    • Have an appreciation of verbal and non-verbal communication, barriers to effective communication, questioning skills and listening techniques.

    Includes:
    Workbooks, copy slides, articles, certificates of attendance


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    Delivering Presentations with Impact - 2 days, 1½ days or 1 day

    Aims
    This programme will show you how to design, structure, write and deliver successful presentations. You will also learn important analysis techniques that ensure that the audience is as involved and attentive as possible.

    Timetabled into the day is the opportunity for each participant to deliver a short presentation that is closely observed and recorded.

    Feedback of their presentation will be given to them to review as part of a commitment to continuing their own development.

    The course is fully supported by a comprehensive Resource Manual of notes, tips and techniques that will be useful time and time again. Participant numbers are carefully limited to ensure everyone has maximum opportunity to practise and learn.

    Outcomes:
    At the end of this training programme participants will be able to:

    • Design and construct every presentation with audience and purpose in mind.
    • Present a professional image of themselves and their organisation.
    • Establish and maintain rapport with their audience.
    • Make effective use of their voice.
    • Prepare and use notes that work to keep them on track.
    • Prepare and use simple, effective visuals.
    • Deliver effective presentations in any situation.

    Includes:
    Workbooks, copy slides, articles, certificates of attendance


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    Business Writing Skills

    Aims:
    In today’s business world, most people write emails or letters on a daily basis as well as producing reports, meeting summaries, minutes or other business correspondence. Learn how to create business documents that say what you mean and achieve the results you want. This course focuses on report writing and not only the basics of how to improve writing skills but also how to achieve the desired results, in order to present a professional image of the business.

    Outcomes:
    By the end of the programme, participants will:

    • Understand the impact of first impressions regarding written business communication
    • Understand logical stages to preparing and writing reports
    • Consider best practice techniques when preparing and writing letters
    • Appreciate the power of the ‘spell checker’
    • Understand the impact of punctuation
    • Prepare a practical action plan towards developing written business communication

    Includes:
    Workbooks, copy slides, articles, certificates of attendance.


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