27 Body Language courses in Belfast

On this course we go into far greater detail on understanding the dog’s needs, behaviour, state of mind, language, and improving your leadership skills.

In order to be an effective manager, it is extremely important to have good communication skills so that you can get your instructions across clearly and in a manner which will get you the results you desire from your employees. Our 2-day Effective Communication and Influencing course aims to provide attendees with a range of skills and behaviours which will allow them to communication clearly and effectively. Course syllabus modules include explaining the communication process, the different styles of influencing, the importance of body language and tone of voice, non-verbal communication and more. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Effective Communication and Influencing course is comprised of seven modules, covering the following: Module One The Communication Process * Identifying, what is effective communication? * Recognising the different ways in which we communicate * The barriers to effective communication * Looking at Johari's™ Window, to better understand how communication flows Module Two Effective Communication Skills * Demonstrating a positive mental attitude * Establishing active listening * Developing your questioning skills * Using positive language Module Three Different Types of Influencing * Looking at influencing versus manipulation * Developing your own preferred influencing style * Understanding the different influencing styles and their uses * adopting a flexible style for the desired outcome Module Four Behaviour Breeds Bahaviour (Transactional Analysis) * Looking at the history of hidden transactions in communications * The hidden meaning in what we say and what we receive * How to recognise if what you're saying is calm, rational, logical and professional Module Five Body Language * Understanding the impact of body language in effective communication * Noticing how your own body language influences others positively and negatively * Analysing and practicing the techniques of successful body language Module Six It's All in the Voice * Learning the importance of tone of voice in effective communication * Realising how your tone of voice influences others Module Seven Written Communication * Understanding the pitfalls of opening a discussion * Identifying the different types of written communication * Recognising the importance of preparation and planning * Looking at different structures and layouts of written communication * Using the correct words and phrases -------------------------------------------------------------------------------- SCHEDULED COURSES Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

We've all sat through far more bad presentations than good ones, but knowing what 'good' looks like is easier than successfully replicating it. Sales presentations are a performance and, as salespeople, fluffing our lines can cost us a lot more than hurt pride. Having discovered and understood the specific needs and burning issues our prospect has, then this course will help any salesperson avoid dropping the ball and instead wowing their prospects with a high-impact, tailored and compelling case for purchase. This course will help participants: * Prepare mentally and physically for stand-up presentations * Use voice modulation and bullet-pointing to demand attention * Avoid boring their prospects * Master the do's and don'ts of PowerPoint * Deal more effectively with technical hitches and prospect's interruptions * Use eye contact and engagement to avoid prospects 'tuning out' * Deploy best practice essentials for presenting with colleagues * Steer through the toughest Q&A 1 PREPARING YOUR PRESENTATION * Mindset * Knowing your objective(s) * Vocal warm-up techniques * Assembling pre-agreed benefits * Time management * Room set-up * Technical preparation 2 HOW TO OPEN YOUR PRESENTATION * Vocal energy * Summary and agreement of prospect's needs * How to have posture and confidence * Use of humour * What to do with those dreaded hands * Confident v non-confident body language 3 HOW TO GET AND KEEP PEOPLE'S ATTENTION * Bullet pointing * Linking benefits to specific, stated needs * Practical exercise - formulating and delivering tailored benefits * Being selective with features * Third party reinforcement and case studies * 'Watering the garden' eye contact technique * Practical exercise - participants practise 'sharing out' eye contact to audience * How to handle a prospect's negative body language * Handling interruptions 4 PRESENTING IN GROUPS * Credentialing all participants * Role delineation for group presentations * Edifying other participants' messages - do's and don'ts * How to maintain energy when not speaking * Practical exercise - good and bad practice when not speaking * Teamwork in Q&A sessions * How to hand over professionally 5 POWERPOINT DO'S AND DON'TS * Use of visual aids * Good and bad PowerPoint slides * How to make PowerPoint work for you * Classic PowerPoint errors * Avoiding and handling technical problems * Good and bad flipchart practice 6 CLOSING AND / OR ACHIEVING NEXT ACTION STEPS * Power of summary * Good Q&A practice * Handling objections * Practical exercise - handling objections on one's feet * Creating consensus among prospect panel * What to do when prospects disagree with each other * When to trial close * How to close on next action steps 7 WRAP-UP * Key learning points from each participant * Action steps to be implemented on next presentations

WHETHER YOU HAVE TO CHAIR A MEETING, PITCH A PROPOSAL OR SPEAK AT A CONFERENCE YOU NEED GOOD COMMUNICATION AND PRESENTATION SKILLS. Addressing a group of people with assurance and confidence does not come naturally to everyone. Our presentation skills training courses will teach you how to conquer your fears and give a successful and memorable performance. We will tailor the training to your specific needs, from coaching before an important keynote or honing your pitch to improving your negotiation and influencing skills, or learning how to network effectively. A TYPICAL COURSE CAN COVER: * Recognising the strengths of your own communication style * Using the different elements of voice and body language effectively * Conquering your nerves and use body language to your advantage * Pitching presentations so they meet your audiences’ needs * Structuring a presentation so the audience is engaged from start to finish * Using visual aids * Handling questions All our presentation skills training is bespoke, with options including one-to-one coaching, combined training and coaching programmes and group training courses. All these courses can be delivered virtually, as well as face to face. As many of the skills needed to give a good presentation are shared with media interviews, we frequently combine our presentation skills and media interview skills training. VENUE We deliver courses in the most appropriate format for your circumstances – whether face to face or online. Face to face courses are portable: they can be held in purpose-built studios, at your own offices or at an external venue. In the latter two cases, we create a mock studio for the practical exercises. Online courses give you flexibility and enable you to offer training to delegates from all over the world. We have run virtual courses for people from the Far East, South Asia, North America and Europe, as well as the UK.

Effective communication is a skill. This half-day workshop is very interactive - participants can practise their communication skills in a positive, supportive environment. 1 WELCOME, INTRODUCTIONS AND OBJECTIVES * The definition of effective communication * Exercise: sending a message 2 VERBAL COMMUNICATIONS * Effective communicators - who are they? What skills or attributes do they have? * Listening skills, clear use of words, presence, eye contact, body language 3 HOW GOOD A LISTENER ARE YOU? * Exercise: listening skills questionnaire and evaluation 4 IMPACT VERSUS INTENT - WHAT DID YOU REALLY MEAN TO SAY? * Attitudes influence behaviour and behaviour breeds behaviour * Exercise: 'I never said she stole money' * The need to avoid misunderstanding or misinterpretation 5 THE 5 KEY PRINCIPLES TO EFFECTIVE COMMUNICATION * Exercise: 'What would you say?' 6 WRITTEN COMMUNICATION * What makes an effective written communication? * Kipling's 6 Honest Men: who, what, where, when, why and how * Planning to write an email 7 FUZZY MEANINGS * Probabilities for misunderstandings and misinterpretations 8 PRACTICAL EXERCISE * Hone written communication skills and put into practice hints and tips from the session 9 REVIEW OF KEY LEARNING POINTS AND OBJECTIVES

Any successful business manager will tell you that you never get the deal you deserve - you always get the deal you negotiate! This two-day workshop includes recent research and practical techniques from the Harvard Business School Negotiation Project and provides a unique opportunity to learn and practice these skills in a safe environment using up to date materials and life-like practice negotiation case studies. This course will help participants to: * Understand the basics of negotiation * Develop negotiating skills * Increase their business acumen * Develop their communication skills * Learn the models, techniques and tools for an effective negotiation * Identify the barriers to agreements * Close the deal 1 WHAT IS NEGOTIATION? * Key skills for negotiation * Types of negotiation * Win-lose negotiations versus Win-win negotiations * Wise agreements and Principled Negotiation 2 FOUR KEY NEGOTIATING CONCEPTS * BATNA - Best alternative to negotiated agreement * Setting your reservation price * ZOPA - Zone of possible agreement * Creating and trading value 3 BUSINESS ACUMEN * Understanding pricing, gross margins and profit * Knowing the key points on which to negotiate 4 A FOUR PHASE MODEL FOR NEGOTIATION * Nine steps to successful planning * Discussing a deal - creating and claiming value * Making and framing proposals * Bargaining for the winning deal 5 EFFECTIVE COMMUNICATION * Effective questioning * Active listening skills * Understanding and interpreting body language * Barriers to effective communication 6 UNDERSTANDING INFLUENCE AND PERSUASION * Influencing strategies * Ten proven ways to influence people * Six universal methods of persuasion * Understanding why people do business with other people 7 NEGOTIATING TACTICS * Tactics for win-lose negotiations * Tactics for win-win negotiations * Effective team negotiating * Understanding and using powerv * What do you do when the other side has more power? 8 BARRIERS TO AGREEMENT * Common barriers to agreement * The Negotiators Dilemma * Dealing with die-hard negotiators * Dealing with lack of trust 9 POTENTIAL BARRIERS TO CROSS-BORDER AGREEMENTS * Understanding business methods and practice in other cultures * Figuring out who has the power and who makes decisions * Recognising and dealing with cultural differences * What's OK here might not be OK there 10 CLOSING THE DEAL * Four steps to closing the winning deal

In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer. Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture. The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it. As a result of this course, participants will be able to: * Take control of a customer conversation, with confidence * Refresh and polish their customer service and sales performance * Recognise and develop a sales opportunity * Engage the customer and build rapport * Identify a customer's needs * Match the customer's needs to the organisation's products or services * Handle objections confidently * Ask for the order At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace. 1 INTRODUCTION * Course overview, objectives and introductions 2 SERVING OR SELLING? * Feelings and attitudes - How we can affect the outcome by our feelings and behaviour * What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's interest in our products or services 3 DEVELOPING THE RIGHT SKILLS * Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment' * Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills? * Relating to different types of people by identifying and matching their communication style on the telephone 4 MAKING IT EASY FOR THE CUSTOMER * Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services * Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation? * Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested * Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy * Closing on a positive note- When and how to ask for commitment * Dealing with the customer's objections and concerns in a positive manner * 5 COURSE SUMMARY AND ACTION PLANS * Review of main learning points * Presentation of personal action plans

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: * See your role in a new light * Develop your communication skills * Deal with different types of customer and situation * Boost your confidence * Cope in a pressurised environment * Get more satisfaction from your working day 1 INTRODUCTION * Workshop objectives and personal objectives * The challenges of 21st century communication * What makes an excellent point of Reception? And why is it so important? * Who and where are our customers? * As a customer, how do you like to be treated? * What makes people feel valued? * Objective and subjective aspects of customer service * 'Micro moments' that shape the relationship 2 COMMUNICATION ON RECEPTION * Definition of communication * Barriers to good communication * The 'recipe' of verbal, vocal and visual aspects of communication * Differences between communicating face-to-face and on the telephone * Communication 'leaks' * The primitive human response * The impact of visual communication - body language, gesture and facial expression * Voice - tone, speed, volume, pitch, clarity, inflection, pacing * Words - positive words and phrases compared with negative terminology * Professional greetings face-to-face * Steering the conversation with effective questioning 3 TELEPHONE EXCELLENCE * How we use the telephone * Qualities of the telephone * Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? * Professional telephone etiquette * Taking and leaving messages - key points that can help customers, colleagues and the organisation * Clarifying information 4 LISTENING SKILLS FOR ACCURACY AND RELATIONSHIP BUILDING * How accurate are your listening skills? * What are the challenges for accurate listening? * Active / empathetic listening 5 CREATING A RAPPORT BY 'STYLE FLEXING' * Understanding how different people communicate * Shaping our message to the other person so that they feel understood * How changing situations can alter communication needs 6 CONFIDENCE AND ASSERTIVENESS * Recognising different styles of behaviour - aggressive, passive and assertive * Qualities of assertive communication - verbal, vocal and visual * Assertive techniques - basic, persistence, negotiation / empathetic * Demonstrating confidence 7 COPING IN A PRESSURISED ENVIRONMENT * Words - the most useful ones to use with stressed people and identifying the 'red rag' words * Challenging situations - what do you find difficult and how do you respond? * Dealing with outbursts of anger * Bringing non-stop talkers back from their tangent * Constructive ways to say 'no' 8 PULLING IT ALL TOGETHER * Action plans * Summary of key learning points

This very practical workshop has a simple objective: to help you prepare, design and deliver memorable and high-quality presentations. This programme will help you: * Use a proven, structured tool-kit when designing and developing presentations * Benefit from short cuts and best practice when designing and using Powerpoint presentations * Select the right information, examples, exercises and activities - and use them well * Prepare and structure a presentation or session appropriate to the audience, and to best achieve your objectives * Maintain audience or group interest * Develop and practise presentation skills to improve your voice tone, speech power and body language * Use practical methods to control nerves and anxiety - develop higher levels of confidence and credibility * Command a room, hold attention and create a high impact 1 INTRODUCTION * Personal objectives * Key messages and learning objectives of the workshop 2 PRESENTATION SKILLS * What does good look like? * Exercise: Characteristics of high/low impact presentations * Presenting yourself as a 'winner' * The energy / attitude model * Exercise: Being a winner 3 PREPARATION SKILLS - EIGHT STEPS TO PREPARING A GREAT PRESENTATION, PLUS POWERPOINT TIPS •The magic circle • How to 'assume the role' when presenting • The eight steps • Step 1 - develop your objectives - The five questions that you must answer before preparing your presentation - Defining your objectives and outcomes - Creating a first draft - Step 1 exercise • Step 2 - analyse your audience - Doing your homework: audience, event, venue - Developing a pre-event check-list - Methods and means for researching your audience - Step 2 exercise • Steps 3 and 4 - structure the main body of your presentation and state the main ideas - Ways to structure your presentation for maximum impact - Balancing and managing content and topics - Organising your information: 6 options and methods - Your 'one main point' and creating a 30-second summary - Steps 3 and 4 exercises • Step 5 - decide on supporting information, using the toolkit - Making your case convincing: ways to support your claims - Selecting and using relevant and interesting examples - Quotes, case studies and printed material - Presenting statistics, tables and graphs - Ways of maintaining visual interest - Transitions and links, creating a 'golden thread' - Step 5 exercise: Creating compelling stories and anecdotes 4 • Step 6 - create an effective 'opening' - Claiming the stage and creating a good first impression - The three most powerful ways of opening a presentation - The five elements of a strong opening - Step 6 exercise: Participants work individually to prepare an opening, focusing on personal introduction, and then deliver to the group, with structured feedback • Step 7 - develop transitions - Step 7 exercise / examples • Step 8 - create an effective close - Signalling and sign-posting; the importance of, and how to do it effectively - Five ways to close a presentation successfully - Step 8 exercise / examples • Presentation design and Powerpoint - An interactive review of participants' own real-life past presentations and advanced tips and techniques on using Powerpoint effectively 4 FACILITATION SKILLS * The three main types of group activity - triads, teams and main group * How to select the right activity, define the objectives, set it up and run the debrief * Using energisers - with examples * Exercise: Dealing with 'difficult' behaviours * Exercise: Working in triads, design and deliver 5 TIPS AND TRICKS: PRESENTATION AND FACILITATION * 10 reasons why facilitation fails * Five golden rules for success * Defining the session goals and the facilitation plan * Open and closed questions - why and when to use * Using a 'car park' to manage unresolved issues * Using AV aids - tips and tricks * Exercises: Including participants working in pairs to prepare a short section form of one of their own presentations 6 PUTTING IT ALL TOGETHER * Summary of key learning points * Action plan

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: * Use broad open questions to give the customer a platform for their opinions or issues * Improve listening skills to really understand what's behind the customer's challenging style * Probe specific phrases to show listening and earn deeper disclosure * Use silence to let challenging customers 'blow off steam' * Understand the negative impact of certain phrases on a challenging customer * Summarise effectively and reassure the customer of our understanding of their needs * Recognise the 'behaviour cycle' and avoid emotional escalation * Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state * Create loyalty in customers who are slow to give trust 1 WHAT MAKES A CUSTOMER 'CHALLENGING'? * Why customers challenge us - understanding their drivers * 'Wearing their shoes' - seeing things from their perspective * Understanding our own personality style * How to flex with a style that is different from our own * Ways to quickly recognise a customer's style * The benefits of flexing with a challenging customer's style 2 PRACTICAL EXERCISE - FORUM THEATRE * Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) * Observers stop the action when they hear or see something they deem wrong * The participant in the seat gets a chance to use a suggested alternative line * The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves * Frequent feedback from the trainer as to how the participant's words are making him feel * Opportunities to rewind the action if an ill-advised line is suggested and delivered * Flipchart for capturing what worked, what didn't work and why * Mehrabian principle - the importance of body language and tone over words used 3 QUESTIONING AND LISTENING SKILLS * How to use open questions to get the customer talking * What questions to avoid and why * The use of pauses and silence to reduce tension and build trust * What listening is and what it isn't * Question funnelling - how to earn deeper disclosure through probing * The power of summary 4 TRANSACTIONAL ANALYSIS EXPLAINED * What is transactional analysis (TA)? * Exploring the TA states and why people behave in that way under pressure * How to bring challenging customers to 'adult' state to reduce tension * How 'parent' or 'child' behaviours can be inadvertently triggered * Understanding the 'behavioural cycle' and how to break it * Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 HOW TO BUILD TRUST WITH CHALLENGING CUSTOMERS * Techniques for placating current challenging customers * Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them * Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome * How to 'go the extra mile' with challenging customers 6 BRINGING A 'REAL' CHALLENGING CUSTOMER TO LIFE * Participants give the trainer a brief profile of a specific challenging customer of theirs * 5-10 minute roleplay in which the trainer brings that individual to life * Observing participants - without interrupting - make notes on what is and isn't working * Trainer stops the action half-way through to give feedback on how he is feeling * Participant goes back into the roleplay having recalibrated their approach based on feedback * Observers give feedback on what did and didn't work * Trainer comes out of character to explain the impact of the participant's words and behaviours 7 WRAP-UP * Key learnings from each participant * Individual action planning - steps that can and will be implemented in the workplace