Leadership and Teamwork

Course Description
When technology changes jobs overnight, business is conducted round the clock, competition is global and people are subject to down-sizing and restructuring, organisations and businesses must have effective leaders who can harness the power of their team(s) and motivate them to success.

Leadership & Teamwork introduces novice leaders and managers to the leadership styles and management approaches that are effective in todays working environment. It helps you to assess your leadership qualities, strengths and weaknesses, and understand how teams work, interact and grow so you can manage you team from co-existence to collaboration, from inception to high performance.

Learning Outcomes
Once you have completed this course, you will have the skills to grow high performing teams through effective team leadership. Specifically you will be able to: Understand how and when to use different leadership styles to meet individual, team and business goals. Optimise the skills and qualities necessary to build a successful approach to team building. Understand group dynamics and the effect they have on individuals and on team relationships. Build an atmosphere of trust and rapport, where participation and problem solving are encouraged and differing world views are understood. Set and manage ground rules for the team and the task. Establish clear purpose and SMART team goals goals that are motivational. Use you management and leadership skills to progress a team through the development stages, from forming through to performing.

Course Topics
Module 1 (31 mins): What is Leadership?
Leadership Styles What it takes to be a leader

Module 2 (33 mins): Foundations of Teamwork

Developing Team Trust Setting the Guidelines for Performance Establishing Clear Purpose and Goals

Module 3 (18 mins): Facilitating Teamwork

Improving Group Dynamics

Audience
First line managers, supervisors, project managers and team leaders.

Module 4 (23 mins): Growing your Team

Stages of Team Growth

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Managing Meetings
Course Description
Managing Meetings will help you to shape the way your team communicates and works together. It will equip you with techniques to make the best of any challenging people and situations you might encounter, and it will help you to build high performing teams that are flexible, creative and light on their feet.

Course Topics
Module 1 (42 mins): The Essentials
Getting the Meeting on the Right Track Managing the Flow

Learning Outcomes
Once you have completed this course, you will have learnt the skills and techniques to facilitate a successful team meeting. Specifically you will be able to: State reasons to justify holding a meeting State actions necessary for proper preparation for a meeting Describe how to facilitate the right mood and mode for a meeting Describe success factors for warming up a meeting and ways to be supportive through use of language State the difference between meeting content and process Describe types of information generated in a meeting State the key criteria to keep in mind when planning and replanning meeting times State the key criteria for recording information and how to close a meeting Describe how to diagnose why a group is low energy, unresponsive, experiencing patchy participation, emotional or off agenda, and learn techniques on how to overcome this Describe five techniques that can be used when a group encounters a problem

Module 2 (24 mins): Advanced Techniques

Resolving Common Meeting Problems

Audience
First line managers, supervisors, project managers and team leaders.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Creating Powerful Presentations

Course Description
Creating Powerful Presentations takes students from the initial call to present to a completed script and effective visual aids. It explains how to formulate objectives, analyse audience needs and tailor their approach appropriately. It provides tools and techniques to help plan and write a well structured, compelling presentation. And it shows students how to design and use effective visual aids so that their presentations result in positive action.

Course Topics
Module 1 (48 mins): Planning the Presentation
Thinking about the Presentation Getting Started Developing Key Messages

Learning Outcomes
Once students have completed this programme they will be able to write effective and powerful business presentations. Specifically they will learn how to: Make a high level plan for a presentation: set objectives, analyse the audience, plan the logistics and decide an overall presentation style. Develop strong key messages and an appropriate structure for their presentation. Bring their messages to life using techniques such as the rule of threes, making it human and using suspense. Write powerful presentation openers and closes that get their message across. Create effective visual aids and support materials.

Module 2 (26 mins): Writing for Clarity and Impact

Structuring the Presentation Bringing the Message Alive

Module 3 (41 mins): Getting and Keeping Attention

Compelling Openers and Closes Creating Support Materials

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Delivering Powerful Presentations

Course Description
Delivering Powerful Presentations shows students how to present persuasively with professionalism, impact and style. It explores how words, body language and tone of voice combine to create a positive performance. It explains how to rehearse effectively. And it equips students to handle questions with the poise and authority necessary for success.

Course Topics
Module 1: Planning Your Presentation
What Makes Presentations Powerful?

Learning Outcomes
Once students have completed this programme they will be able to systematically move from a written presentation to persuasive and polished delivery. Specifically, they will be able to: Use the 5 Ps: Pace, Pitch, Pause, Pronunciation and Power to improve their vocal delivery and add interest to their voice. Use effective story telling techniques to engage their audience and deliver their key messages persuasively including: - making it personal; - making it relevant; - using examples; - using word pictures and analogies. Look their best in front of an audience by: - paying attention to the way they look; - analysing and rehearsing how they stand, gesture and move; - handling support materials with polish. Anticipate and handle the audiences questions effectively and positively. Rehearse effectively in front of colleagues, asking for and incorporating their feedback.

Module 2: Delivery: The Lyrics, the Music and the Dance

The Lyrics and the Music: Words and Style The Dance: Body Language Dealing with Questions Rehearse, Rehearse, Rehearse!

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Problem Solving
Course Description
Problems come in every size, shape and colour imaginable and they often arrive when you least expect them. How an organisation responds to the unexpected can make a big difference to its competitive edge. The ability to solve problems, whether individually or in a team, is an important skill for todays managers.

Problem Solving is based on a simple 6 step process which includes a range of techniques for analysing the problem, generating and evaluating solutions, and deciding which solution to implement. It highlights behaviours and mindsets that assist individuals or teams during the problem solving process, and behaviours and mental blocks to avoid. It provides participants with a consistent approach to solving problems and stopping them happening again.

Learning Outcomes
Once students have completed this programme, they will understand why being able to solve problems is a core competence in todays workplace. Specifically they will be equipped to: Know how to use different thinking styles in order to solve problems and identify mental blocks to thinking creatively. Get from problem to solution in a consistent and predictable way, and foster a positive approach to solving problems in team members. Define a problem by clarifying what they will achieve, what the current situation is, and the root causes of the problem. Know when and how to use techniques such as Pareto and Force Field Analysis. Know how to generate many ideas; provoke their thinking; change their perspective; make new connections and recognise mental blocks to creative thinking. Know how and when to use techniques such as applying a broad filter, criterion review, pros and cons, and ideas categorisation, to evaluate ideas fairly and consistently. Identify common pitfalls in making decisions, know when and how to use decision making methods such as reaching consensus. Create a clear implementation overview and know how best to communicate the plans to key stakeholders.

Course Topics
Module 1: Getting Started
Thinking Smart Six Steps to a Solution

Module 2: The Six Step Process

Define the Problem Decide Problems to Tackle Generate Solutions Evaluate Options Choose Your Solution Plan and Implement

Special Features
Video case study examples set in different industries provide participants with opportunities to observe, analyse and evaluate problem solving in action.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Influencing Skills
Course Description
Influencing Skills shows people how to look for win-win outcomes and plan how to achieve them. It helps them develop the communication skills to influence effectively when they are face-to-face with customers, peers and their team. When participants have mastered the art of influencing, theyll think smarter, work smarter and achieve more.

Course Topics
Module 1 (66 mins): Achieving Win/Win Outcomes
Introduction: Expanding your Influence Planning to Win/Win Communicating Persuasively

Learning Outcomes
Once participants have completed this programme, they will be able to make a bigger impact in business. Specifically they will be able to: Understand the influencing process and its associated skills and attitudes. Assess the accuracy of their five-step plan for win-win outcomes. Assess their influencing plan, the success of their analysis of blockers, floaters and champions, and their choice of influencing tactics. Identify thinking patterns and understand how to respond appropriately, use whole body listening, and recognise false realities. Establish rapport by identifying someones values and building trust. Use effective influencing strategies and tactics with teams at different stages of growth and with differing team member types. Plan to improve their influence in meetings with peers and customers.

Module 2 (25 mins): Influencing in Action

Influencing in Teams

Module 3 (32 mins): Influencing in Action

Influencing in Meetings Putting it All Together

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Effective Time Management

Course Description
Is everyone in your organisation too busy? Do people regularly come in early and leave late? Is there a constant feeling of crisis management? Based on Partners in Business highly successful 90 minute seminar, Effective Time Management is a convenient, interactive and easy-to-use e-learning course that covers the essentials of time management. It is packed with practical tips and techniques that save time and increase peoples effectiveness.

Course Topics
Effective Time Management contains clear-cut lessons, regular workbook activities and specific strategies that are easily put into practice. Students learn:

Time Management Solutions

Time Thieves may lurk unnoticed until you look for them we offer tips for tackling 16 typical time thieves Procrastination: tips for overcoming it -- now! Drowning in paperwork?: tips for reducing the load Is your inbox always full? Tips for reducing the tyranny of email Meetings can be places where minutes are taken and hours are wasted tips for making yours more effective Could delegation save your bacon? Or are you guilty of hogging all the best jobs? Tips to help you delegate positively

Introduction to Time
Do you have bad time management habits? Do you know when you work best? Do you know what you value? Are you committed to making the changes to become a good time manager? Gaining control of time starts with a good understanding of yourself and your behaviour

3Ps to Productivity
Purpose: Define your purpose, analyse you key work areas, analyse your current workload and you can identify what you should be doing Prioritisation: Can you tell the difference between urgent and important? Effective and efficient? Progress and maintenance tasks? Understand these and youre more likely to tackle your tasks in the best order Planning: Simple techniques for long term, short term and daily planning and planning tools to help make the best use of your prime time

Producing Real Return on Investment

Save Time - Effective Time Management helps people save an average of 10% of their time Save Money - Effective Time Management helps cuts wasted effort by 20% Improve Results - Effective Time Management improves peoples prioritisation, reduces the crisis management mentality, reduces stress and increases productivity throughout the organisation.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Understanding Customer Service

Course Description
In a climate where so many products and services are similar to each other where margins are getting tighter and competition more intense its impossible to exaggerate the importance of excellent customer service. It is often the only difference between one organisation and another.

Learning Outcomes
Once students have completed this programme, they will understand how to increase sales and customer loyalty by being an outstanding customer service professional. Specifically they will: Understand the value of their customers and the long term benefits of providing excellent customer service. Be able to differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence. Understand who their customers are - internal, external and potential. Be able to describe facts, features and benefits of products, promotions and business systems and will have analysed competitive offerings. Understand how a customer first attitude is a crucial competitive edge and know how to keep it sharp.

Special Features
Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe analyse and evaluate different customer service and sales scenarios.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Sales Through Service Skills

Course Description
Sales Through Service Skills equips participants with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the sales through service process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyse what the customer wants and needs by combining active listening and effective questioning...so they can make a real difference to sales.

Course Topics
Module 1 (30 mins): Sales Through Service Skills
The Sales through Service Sequence First Contact

Learning Outcomes
Once students have completed this programme, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to: Follow the sales through service process: first contact, explore customer needs, match the needs, close the deal, and take the extra step. Make a good first impression and understand why its so important. A good first impression is a combination of appearance, acknowledgement, attitude and approach. Analyse what the customer wants and needs by combining active listening and effective questioning. Use knowledge, judgement, focus and communications skills to match the customers needs and deliver outstanding service.

Module 2 (48 mins): Sales Through Service Skills

Exploring Needs Meeting Needs

Special Features
Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe, analyse and evaluate different customer service and sales scenarios.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Complaints and Angry Customers

Course Description
Complaints and Angry Customers helps sales and service providers understand how to approach the more difficult and challenging situations theyll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.

Course Topics
Module 1 (40 mins): Handling Complaints
Getting to Grips with Complaints A Model for Successful Resolution

Learning Outcomes
Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to: Understand why customers complain complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve. Use a systematic 6 step process to resolve complaints. Understand Parent, Adult and Child behaviours recognising those behaviours in customers and controlling their own responses to keep interactions adult and productive. Manage an angry customer.

Module 2 (31 mins): Angry Customers

Keeping it Adult The Angry Customer

Special Features
Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe, analyse and evaluate different customer service and sales scenarios.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Helping Demanding Customers

Course Description
Not every encounter with a customer follows a smooth path. There are some customers who can challenge the skills of the most dedicated service provider. These challenges are opportunities - to exceed customer expectations and create customers for life.

Demanding Customers guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isnt right, but who is a customer, and who with skill will still be one in the future.

Learning Outcomes
Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to: Understand why a customer might be shy. Help an undecided customer come to a decision. Deal with rude customers. Educate an uninformed customer and create additional customer loyalty in the process. Deal with a customer who isnt right, but who is a customer, and who - with skill will still be one in the future.

Course Topics
Module 1 (22 mins): Strategies for Challenging Customers
Introduction The Uncommunicative Customer The Uninformed Customer

Special Features
A variety of sales and service scenarios demonstrate good and bad practice and are designed to catalyse discussion and debate between participants.

Module 2 (24 mins): Strategies for Challenging Customers

The Wrong Customer The Rude Customer The Undecided Customer

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk

Introduction to Health and Safety in the workplace

Course Description
Health and Safety is about preventing accidents, injuries and harm to health caused at work. Failing to efficiently manage Health and Safety can be far more costly than getting it right in the first place.

Health and Safety Training online course provides employees with all the essential information surrounding Health and Safety Regulations. This course helps organisation to be legally compliant with Health and Safety and encourages employees to understand and take responsibility for keeping safe in the workplace. This course is suitable as an introduction or as part of an employee induction programme, further training may be required for personnel in specialist roles. The learning is delivered through a mix of questions, information pages and tutorials. By using animation and graphics our successful learning methodologies keep the employee engaged and motivated throughout the learning.

Whats included?
Background: Who is responsible for health and safety, the distinctions between risk and hazard, and how you can help keep yourself and colleagues safe and well at work. In the Office: Health risks and safety hazards usually associated with working in an office, some of the steps you might take to keep yourself in good health; you will also be introduced to hazard warning signs that you might come into contact with. Fire: Evacuation procedures, what to do if youre the first person to discover a fire and youll explore the common types of fire extinguisher, the fires that they are appropriate and inappropriate for. Lifting and Carrying Safely: How to lift and move awkward loads yourself safely, the kinds of injuries you can sustain from handling things awkwardly, and how to avoid those injuries, plus how to use mechanical aids safely. COSHH: Explore who has responsibility for maintaining a safe working environment - including COSHH regulations (Control of Substances Hazardous to Health) - and what safety precautions should be taken. First Aid and Accidents: What you can do to help someone who is suffering from sudden illness or injury, until qualified medical assistance arrives to take over from you.

For more information call us freephone 0800 9175425 or visit our website www.exchangegroup.co.uk