28 Body Language courses in Sheffield

At times, everyone involved with a business will find themselves in a position where they are faced with difficult decisions. Being able to deal with these situations effectively and confidently is an important interpersonal skill. This is especially true for managers who will be forced to make tough decisions on a regular basis, but need to ensure that the business continues to perform both during and after the difficult decisions have been made. The manner in which they approach and implement these decisions can sometimes be the difference between success and failure. -------------------------------------------------------------------------------- COURSE SYLLABUS THE SYLLABUS OF THE DEALING WITH DIFFICULT SITUATIONS WITH CONFIDENCE COURSE IS COMPRISED OF FOUR MODULES, COVERING THE FOLLOWING: MODULE ONE SELF AWARENESS * Attitude towards challenges - self-resilience * Going into a challenging scenario - how to prepare * Recognising the signs of contention * Giving feedback constructively MODULE TWO HAVING DIFFICULT CONVERSATIONS WITH CONFIDENCE * Behaviour labelling - preparing the approach * Assertiveness techniques * Dealing with a difficult issue focussing on behaviour & consequences * Keeping objective and professional throughout MODULE THREE EXAMINING YOUR PREFERRED COMMUNICATION STYLE * Recognising the different communication styles * Analysing your preferred style - Paradigm FitIn Profiler review * Identifying the most appropriate situations for each style MODULE FOUR HELPFUL INTERPERSONAL SKILLS * Effective questioning techniques * Active listening * Body language * Recognising and dealing with behaviours * Displaying and creating positive attitudes * Remaining Assertive and in control

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

This is not a single course but a set of menu options from which you can 'pick and mix' to create a draft programme yourself, as a discussion document which we can then fine-tune with you. For a day's training course, simply consider your objectives, select six hours' worth of modules and let us do the fine-tuning so that you get the best possible training result. Consider your objectives carefully for maximum benefit from the course. Is the training for new or experienced credit control staff? Are there specific issues to be addressed within your particular sector (eg, housing, education, utilities, etc)? Do your staff need to know more about the legal issues? Or would a practical demonstration of effective telephone tactics be more useful to them? MENU Rather than a generic course outline, the expert trainer has prepared a training 'menu' from which you can select those topics of most relevance to your organisation. We can then work with you to tailor a programme that will meet your specific objectives. * Advanced credit control skills for supervisors - 1⁄2 day * Basic legal overview: do's and don'ts of debt recovery - 2 hours * Body language in the credit and debt sphere - 1⁄2 day * County Court suing and enforcement - 1⁄2 day * Credit checking and assessment - 1 hour * Customer visits and 'face to face' debt recovery skills - 1⁄2 day * Data Protection Act explained - 1⁄2 day * Dealing with 'Caring Agencies' and third parties - 1 hour * Debt counselling skills - 2 hours * Elementary credit control skills for new staff - 1⁄2 day * Granting credit and collecting debt in Europe - 1⁄2 day * Identifying debtors by 'type' to handle them accurately - 1 hour * Insolvency: Understanding bankruptcy / receivership / administration / winding-up / liquidation / CVAs and IVAs - 2 hours * Late Payment of Commercial Debts Interest Act explained - 2 hours * Liaison with sales and other departments for maximum credit effectiveness - 1 hour * Suing in Scottish Courts (Small Claims and Summary Cause) - 1⁄2 day * Telephone techniques for successful debt collection - 11⁄2 hours * Terms and conditions of business with regard to credit and debt - 2 hours * Tracing 'gone away' debtors (both corporate and individual) - 11⁄2 hours * What to do if you/your organisation are sued - 1⁄2 day Other topics you might wish to consider could include: * Assessment of new customers as debtor risks * Attachment of Earnings Orders * Bailiffs and how to make them work for you * Benefit overpayments and how to recover them * Cash flow problems (business) * Charging Orders over property/assets * Credit policy: how to write one * Council and Local Authority debt recovery * Consumer Credit Act debt issues * Using debt collection agencies * Director's or personal guarantees * Domestic debt collection by telephone * Exports (world-wide) and payment for * Emergency debt recovery measures * Education Sector debt recovery * Forms used in credit control * Factoring of sales invoices * Finance Sector debt recovery needs * Third Party Debt Orders (Enforcement) * Government departments (collection from) * Harassment (what it is - and what it is not) * Health sector debt recovery skills * Hardship (members of the public) * Insolvency and the Insolvency Act * In-house collection agency (how to set up) * Instalments: getting offers which are kept * Judgment (explanation of types) * Keeping customers while collecting the debt * Late payment penalties and sanctions * Letter writing for debt recovery * Major companies as debtors * Members of the public as debtors * Monitoring of major debtors and risks * Negotiation skills for debt recovery * Old debts and how to collect them * Out of hours telephone calls and visits * Office of Fair Trading and collections * Oral Examination (Enforcement) * Pro-active telephone collection * Parents of young debtors * Partnerships as debtors * Positive language in debt recovery * Pre-litigation checking skills * Power listening skills * Questions to solicit information * Retention of title and 'Romalpa' clauses * Sale of Goods Act explained * Salesmen and debt recovery * Sheriffs to enforce your judgment * Students as debtors * Statutory demands for payment * Small companies (collection from) * Sundry debts (collection of) * Terms and Conditions of Contract * Tracing 'gone away' debtors * The telephone bureau and credit control * Taking away reasons not to pay * Train the trainer skills * Utility collection needs * Visits for collection and recovery * Warrant of execution (enforcement)

This workshop will help you create, develop and close business opportunities using a consultative approach and a value-based (not price-led) proposition. Value-based selling means working the way your customer wants to buy, not how you want to sell. It also means: In a transactional sale the customer knows the answer without help from a salesperson (or cannot see why they should choose you), or is prepared to stay with what they have. Customer decision criteria are price and convenience and customers resent time spent with (new) salespeople, mainly because the salesperson adds little or nothing to what the customer already has and just wastes time. In a consultative or value-based sale, by contrast, the customer doesn't know the answer already. The salesperson must take the role of an advisor, not just a 'product promoter'. Customers demand expertise, advice and customisation during the sales process. Often customers insist on multiple meetings with salespeople and others to develop advantages that you can bring and reduce the perceived risk of changing. In this way the salesperson often adds more value than the product or service alone. This very practical workshop will help you use proven strategies and tactics to build, manage and successfully close sustainable business opportunities using a consultative approach and a value-based (not price-led) proposition. This includes: * Increased impact of your new sales conversations, presentations and proposals - leading to faster decisions and increased conversion * Greater confidence, consistency and professionalism throughout the business development process * Enhanced sales questioning skills and techniques, leading to better, faster and more accurate development of customer needs, problems, value and expectations * Improve your people, communication, influence and persuasion skills when approaching, consulting or presenting your services and solutions * How to build value at all points in the customer's buying process through your knowledge, skills and structured approach * Proven ways to gain additional business and referrals from existing customers and contacts, through direct approach and lead generation * Being better able differentiate your firm, your solutions, track-record and expertise clearly and accurately with tailored value statements for each stage and for each opportunity * Overcome and avoid price-based objections, buying criteria and negotiation 1 INTRODUCTION AND KEY PRINCIPLES OF VALUE-BASED SELLING * Introduction and review of pre-course questionnaires - KPIs, personal learning objectives and key principles * The main principles of value-based selling and how they benefit you and the customer * How value-based selling differs from 'transactional' or 'price-based' selling * The stages of the customer's buying cycle - how to identify and work through strategies for each stage * The concept of structured and set-piece selling and proposing * Presentation by participants: Personal sales improvement goals 2 VALUE-BASED SELLING STRATEGIES AND SKILLS * What is value? How can one move away from a price-led agenda? * How to survive and resist price pressure - six techniques * A review of key competencies and skills needed for a value-based approach * Strategies, case studies and examples with discussion and review * Defining your initial value proposition and comparative advantage * How best to established the right level of trust, rapport and credibility * Planning and practice session: Strategy - mapping a value-based sales process. 3 CONNECTING SKILLS * Research before the meeting and the first few minutes - ways to gain instant rapport and setting the foundation for a successful outcome in a first sales call * How to structure an effective first time sales call or meeting - the subtle differences that are important to master * How best to differentiate your solutions and build credibility and enthusiasm early or at the start of the buying process * Overcoming initial buying resistance and relaxing the prospect; gaining rapport, opening the meeting: PBC (purpose-benefit-check) and gaining agreement to proceed * Planning and practice session: Connecting - first meeting with a new contact 4 CONSULTING - BUILDING, DEVELOPING AND INFLUENCING CLIENT NEEDS * Understanding the power of high-impact and third-level questions to influence people based around specific needs and solutions * The importance of body language and other personal communication dynamics when asking questions; empathic listening, run-on questions, drawing out skills, summarising, etc * Creating a 'disturb' approach to creating needs and opportunities and positioning your solutions * Using proven advanced sales questioning techniques with greater skill: Outcome, SPIN and qualification questions * 'Decision-making criteria' - tools to help you develop the relevant criteria with the customer and in doing so progress your sales opportunities more effectively * Planning and practice session: Questioning skills 5 CONVINCING - PRESENTATION AND PERSUADING SKILLS PRACTICE * Substance and style - selecting the right tone and content to engage and enthuse your prospect * Compelling benefits and reducing perceived risk - key messages to deliver * Helping the customer choose your proposition - by being convincing, compelling and credible when you present * Professional and effective presentation skills - with personal coaching and practice sessions * The keys of influence and persuasion and the keys to convincing a new customer to choose you for the first time * Planning and practice session: Role-play in presenting your solution 6 COMMITMENT * Knowing when and how to close for commitment to the next stage in your sales process, plus ways to ask for commitment professionally and effectively * How to isolate, prioritise and answer objections and concerns more openly and accurately, using a consultative not a confrontational approach * Deal more effectively and profitably with price objections and reduce buyer's remorse (which can lead to an 'I want to think about it' reaction and cause delay and inertia) * Key negotiation skills around the closing process - getting to 'yes' * Planning and practice session: Role-play in closing and negotiation skills 7 ASSESSED ROLE-PLAY - FINAL PRACTICE SESSION Live role-plays * There is an option for external participants to be brought in to the live training workshop to take-part in the final assessed role-play or assist with other sessions run during the course. Performance assessment - 'Dragon's Pitch' * The final afternoon of the course is an assessed role-play using a prepared scenario and external 'CEO'. The assessment criteria will be agreed prior to the workshop. 8 WORKSHOP SUMMARY AND CLOSE * Personal action plan and learning summary

The 'golden rule' of negotiation is simple - don't! But life's rarely that simple and very often we do have to negotiate, particularly if we want to win the business and especially if we want to win it on our terms. Such negotiations are crucial. We need to prepare for them. We need a strategy, and the skills to execute it. Does your team have a structured approach? Is it flawlessly executed, every time? Or is there room for improvement? This programme will help them master the six fundamentals of closing better business: Manage all these elements well and you will win more business, more profitably. This course will help participants: * Negotiate from a position of partnership, not competition * Deal more effectively and profitably with price objections * Identify and practise successful sales negotiating skills * Identify strengths and weaknesses as a sales negotiator * Understand different types of buyer behaviour * Learn to recognise negotiating tactics and stances * Apply a new and proven structure to their business negotiations * Identify and adapt for different behavioural styles * Be alert to unconscious (non-verbal) communication * Prepare and present a proposal at a final business negotiation stage * Project confidence and exercise assertiveness in all sales negotiations 1 PLANNING FOR SUCCESSFUL BUSINESS NEGOTIATIONS This session introduces the concept of business negotiation and looks at its importance in the context of the participants' roles and activities. It briefly examines why we negotiate and the dynamics involved. Session highlights: * What kind of a negotiator are you? * Negotiation skills self-assessment and best practice * How to establish roles and responsibilities for both parties * How to identify and set objectives for both buyer and seller * How to research and establish the other person's position (business negotiation stance) 2 HOW TO STRUCTURE YOUR NEGOTIATIONS This module presents an eight-step framework or structure for use in negotiations and considers how best to prepare and plan your negotiations within the context of a supplier/customer relationship or business cycle. It also includes a brief review of legal responsibilities and what constitutes a 'deal'. Session highlights: * Learn and apply a formal structure to use when negotiating * How to establish short- and longer-term objectives and opportunities * How best to plan, prepare and co-ordinate a major business negotiation meeting, or on-going negotiations * Understanding of basic legal and organisational requirements 3 VERBAL NEGOTIATION SKILLS This session examines the human and communication dynamics inherent in any negotiation situation. It emphasises the importance of professional skills in preparing for a negotiation by identifying needs, wants and requirements accurately and by qualifying the competitive and organisational influences present. Session highlights: * How to fully 'qualify' the other party's needs, requirements and constraints during the negotiation process by using advanced questioning and listening skills * How to pre-empt negotiation objections by promoting and gaining commitment to options, benefits, value and solutions * How best to propose and suggest ideas, using drawing-out skills 4 NON-VERBAL NEGOTIATION SKILLS This module highlights how different personal styles, corporate cultures and organisation positions can influence events, and demonstrates practical methods for dealing with and controlling these factors. It also examines key principles of body language and non-verbal communication in a practical way. Session highlights: * Gaining rapport and influencing unconsciously * Understanding the importance of non-verbal communication; reading other people's meaning and communicating effectively as a result * Ensure that non-verbal behaviour is fully utilised and observed to create maximum impact and monitor progress (eg, buying signals) * Recognising that business negotiations are precisely structured and agreements gained incrementally 5 PROPOSING AND 'PACKAGING' This session highlights how best to present and package your proposal. It looks at how to pre-empt the need for negotiating by creating minor-options and 'bargaining' points, as well as how to manage the expectations and perceptions of the customer or buyer. Session highlights: * How to identify the key variables that can be negotiated * The power and use of 'authority' within your negotiations * How to structure and present your proposal, ideas or quotation to best effect * The importance of when and how to identify and influence buyer's objections 6 DEALING WITH PRICE This module highlights how to best present and package price within your proposal or negotiation. In most cases, price has more to do with psychology than affordability and preparation and careful handling are essential. Session highlights: * The three reasons that people will pay your asking price * How to set price in a competitive market * The key differences between selling and negotiating * Ten ways to present price more effectively and persuasively 7 GETTING TO 'YES': TACTICS AND STRATEGIES There are many different tactics and strategies common to successful negotiators. This session looks at those that are most appropriate to the participants' own personal styles and situations. The importance of 'follow-through' is also explained and how to deal with protracted or 'stale-mate' business negotiations. Session highlights: * How to negotiate price and reduce discounting early in the process * How to recognise negotiating tactics and strategies in your customer or supplier * Key strategies, techniques and tactics to use in negotiation * The importance of follow-through and watching the details * How to deal with stalled business negotiations or competitor 'lock-out' 8 CASE STUDIES AND REVIEW This session examines a number of different situations and participants discuss ways to approach each. This will allow learning to be consolidated and applied in a very practical way. There will also be a chance to have individual points raised in a question and answer session. Session highlights: * Case studies * Question and answer * Planning worksheet * Negotiation 'toolkit' and check-list 9 PERSONAL ACTION PLANS Session highlights: * Identify the most important personal learning points from the programme * Highlight specific actions and goals * Flag topics for future personal development and improvement

This course is aimed at management and those with responsibility for recruiting and selecting employees internally or externally for their organisation. Since the economic downturn, job seeker numbers have increased. This has resulted in additional costs for businesses as they have had to assess more and more candidates. A lot of businesses have responded by inputting additional layers in their recruitment and selection process. With rumoured costs of between £7,000 and £35,000 for employing staff depending on level, it's essential that this process is robust. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Recruitment and Selection course is comprised of eight modules, covering the following: Module One Impacting Legislation * What is discrimination and what impact does it have on employment? * The importance of a Contract of Employment * Understanding employee rights and Working Time Directive * Data Protection Module Two The Recruitment Process/Defining the Requirements * A generic overview of the recruitment process * Looking into key aspects on the recruitment process, including; * Job assessment * Job descriptions * Job profiling Module Three Advertising the Job * Using recruitment agencies and specialists * Designing the advertisement to attract the right candidates * Where to place the advertisement to get maximum results Module Four Responding to Applications and Shortlisting * Acknowledging applications and sending holding letters * Reading and matching CVs/letters/application forms to the job specification * Planning the interview schedule * Preparing and sending interviewee packs * Preparing and sending rejection letters Module Five Preparing to Interview * Organising the logistics behind an interview * Using tests and psychometrics to whittle down the candidates * Effectively preparing generic/first and second generation questions * Single interviews Vs. panel interviews Module Six The Interview * How to correctly greet candidates * Administrating tests and psychometrics * The successful use of questioning techniques * The role of active listening * Interpreting body language - theirs and yours * How to assess the candidate throughout the interview * How to properly close the interview Module Seven The Selection Decision * Making an objective selection * Following up on references and using these to make an informed decision * Presenting the job offer to the successful candidate * Sending rejection letters in a sensitive and tactful manner * How and when to provide constructive feedback Module Eight Theory Into Practice All participants will get a chance to practice what they have learned. They will plan and conduct an interview and receive constructive feedback. -------------------------------------------------------------------------------- COURSE OBJECTIVES By the end of the course participants will be able to: * State the key pieces of legislation impacting on the recruitment and selection * Prepare a relevant job and personnel specification for a vacancy * Design an effective job advertisement * Identify best practices and protocols in responding to, and short-listing, applicants * Prepare effectively for a recruitment interview * Carry out an objective and professional recruitment interview * Make an objective and balanced recruitment decision * Complete the recruitment process to best practice standards 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 communicate daily in many ways, including email, phone, text, Zoom, Teams, Google Meets, Slack, and even that old-fashioned thing, what was it now... oh yes, talking face-to-face. But, when we look at communication closely and really drill down into what we are doing in conjunction with how our brain works (neuroscience), how internal, organisational, and social politics control what we believe we can say, how hierarchical positioning impacts our honesty and how the lack of psychological safety means we say what we know others want to hear rather than what they need to hear…. It is oh so complicated! This workshop not only explores the concept of excellent communication, but we also want to hear what you believe it is too. We also delve into how organisational culture influences our perception of speaking up. Factors that hinder open and honest communication, and we work collaboratively towards removing these barriers to achieve a communication style that fosters trust and transparency, creating psychological safety.   This workshop is particularly relevant to our Emotional Intelligence workshop (EI and Me). We firmly believe that developing emotional intelligence is the key to unlocking Clean Communication, a skill that is crucial for all of us, regardless of our roles and responsibilities, so that we thrive in our professional environment. If you want to see if we are correct, why not have us facilitate a workshop for you and see what you get by the end of it?  -------------------------------------------------------------------------------- LENGTH 2 Days NEXT COURSE START Enquire for more information COURSE DELIVERY Self-Paced Online, In Company -------------------------------------------------------------------------------- SUITABILITY - WHO SHOULD ATTEND? WHO SHOULD ATTEND AND WHY? Who? - Perhaps think of this another way… who shouldn’t attend to ensure we can manage Clean Communication? There’s your answer. Why? - Every person needs to understand what we are saying above about how we get trapped in this organisational formatting which changes how we communicate and how it prevents us from communicating cleanly. EVERY organisation has this, despite what our values profess. And 'Values', that’s a whole other story. TRAINING COURSE CONTENT * Using the 'Moccasin Approach'® to clean our personal and organisational communication * LaPD’s Communication Cycle and what we must consider. (Can you work out what the ? represent above? * Accountability and Responsibility raises its head in Communication. It has to. * Bias, unconscious bias and its impacts on our communication. * The conundrum of communicating with others and their styles (The TRAP). * How would my perfect Manager/Leader communicate with me? * Nonverbal communication (body language), rapport, Clean Communication. * Negative communication can go viral (Self-Fulfilling Prophecy). * Reflections, findings and goals (individual and team). * Meeting our workshop objectives by listing five areas for development. COURSE DELIVERY DETAILS This Workshop is usually one day in duration, focussing solely on how we communicate with each other. It can also be a two-day event incorporating aspects of Emotional Intelligence (EI) with group, and individual activities to allow discussions about the various communication we need in your organisation. When you consider the content we deliver, we are sure you will understand why we always prefer to deliver our workshops, courses and programmes face-to-face. Face-to-face workshops and courses can be held at a location of your choice or, if you wish, a central UK location, at the Macdonald Burlington Hotel in Birmingham, located directly across from the Birmingham New Street train station. We can deliver our workshops, courses and programmes online, although this will mean splitting elements into manageable learning events to suit the online environment.

> An accredited qualification to prepare supervisors and team leaders for a > future management role. This programme gives Team Leaders & Managers the skills, disciplines and confidence to manage their team effectively and add a great deal more value to the organisation - where they have to apply their learning in order to achieve the highly coveted ILM qualification. In order for a business to obtain maximum results, it is important that employees are motivated and supported in their job roles. It is the responsibility of the team leader or supervisor to lead their team effectively and present feedback to management. This 3-day programme will guarantee to boost your performance as a team leader and help you make the transition from working in a team to leading a team. We use a combination of theory and practical to help you develop yourself, and a toolkit of resources to use in the workplace. This is an internationally accredited course which not only carries kudos but it ensures you apply the learning back into the workplace for an immediate impact. All of our ILM Programmes are provided in partnership with BCF Group Limited [https://www.thebcfgroup.co.uk/management-training/ilm-level-2-award-in-leadership-and-team-skills.php], which is the ILM Approved Centre we deliver under. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the ILM Level 2 Award in Leadership and Team Skills course is split into three main modules, covering the following: Module One Developing Yourself as a Team Leader * Learning the various roles, functions and responsibilities of a team leader - depending on workplace * Recognising limits of authority and accountability, and how these are defined * Developing personal skills and abilities for effective team leading * Using reflective learning skills to improve performance * Identifying areas of strength and possible improvement * Finding ways of obtaining feedback from others * Receiving and responding positively to feedback Module Two Workplace Communications * Learning stages in the communication process * Consideration of the recipient's needs * Spotting barriers to communication and how to overcome them * Establishing a range of direct communication methods relevant to the team * Collating a range of direct communication methods relevant to people outside own area of responsibility. This includes written, telephone, e-mail and face-to-face * Recognising the aspects of face-to-face communication, including appearance, impact, body language * Realising the importance of succinct and accurate records of one-to-one oral communication * Reasons for maintaining records of one-to-one communication (e.g. potential disciplinary or legal issues) Module Three Managing Yourself * Setting SMART objectives and using them to prioritise own actions * Learning simple time management techniques * Developing an awareness of own skills and abilities * Giving yourself personal objectives in relation to team objectives * Developing flexibility and responding to daily changing circumstances * Diagnosing the causes and impacts of stress at work * Identifying symptoms of stress in yourself * Knowing the implications of stress for workplace and non-work activities/relationships * Developing simple stress management techniques * Available sources of support * Action planning and review techniques -------------------------------------------------------------------------------- ACCREDITATION As with all ILM accredited programmes, participants will need to complete the post-programme activity in order to achieve their full ILM Level 2 Award in Team Leading. This element is designed to show to ILM that you are able to apply what you have learned in the workplace. WHO IS IT FOR? This programme is ideal for practising or aspiring team leaders, in any industry sector, who is looking to gain a solid foundation or develop their existing skills as a team leader. This internationally recognised course will give you a solid understanding of what is needed to be a successful team leader, how to delegate, motivate and how to implement these skills in to your work place. WHAT WILL I LEARN? At the end of the course, successful candidates will: * Have a good understanding of the team leader role * Apply a range of effective communication skills to overcome barriers * Know how to motivate, build confidence and gain the best from their teams * Identify, build and encourage effective team behaviours * Apply practical skills and knowledge to be transferred to the workplace * Gain an internationally recognised qualification WHAT IS REQUIRED? There are no formal entry requirements, but participants will normally be either practising or aspiring team leaders, with the opportunity to meet the assessment demands and have a background that will enable them to benefit from the programme. 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. For more information about running this course in-house at your premises, please contact us for more information.