5476 Courses in Cardiff delivered Live Online

Organisational development, Organisational culture, Organisational values, Organisational environment,

Emotional Intelligence, EQ, EI,

Interactive Presentation Skills, Presenting, Presentations.

Managing meetings, Meeting Management, Efficient Meetings.

Develop more advanced training skills such as expert presentation, facilitation and coaching skills. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 2 days (13 hours) This workshop is for people who want to take their personal skills as a trainer to the next level.  It builds on the Underscore Level 1 Train the Trainer course.  In this Level 2 course delegates will develop more advanced training skills such as expert presentation, facilitation and coaching skills. In the modern world learning is often delivered in blended learning formats and this course will introduce delegates to the challenges of blended learning and how to introduce a range of delivery methods into programmes.  Attendees will learn how to write more complex learning plans and integrate different methods and media into their plans. OBJECTIVES  By the end of the course you will be able to: * Describe your Personal Training Style * Explain how personality affects communication styles * Use techniques to read delegates and adapt communications for greater impact * Recognise the ‘games people play’ and how to deal with difficult behaviour * Use techniques to establish credibility and enhance your reputation * Identify the right approach to take when faced with a range of challenges * Use advanced Presentation Skills * Use facilitation and coaching skills for experiential workshops * Use modern Training Methods and Media * Deliver memorable training Note:  Delegates attending this programme will be asked to complete an online psychometric in advance of attending the programme in order to help understand personal training styles CONTENT UNDERSTANDING YOUR PERSONAL TRAINING STYLE * Receive feedback from online Psychometric * Understand personal training styles * Understand personal communication and working style * Understand the impact this has on audience * Learn how to adapt your style for greater impact GROWING YOUR REPUTATION AS A TRAINER * Your Training Persona * Training Confidence * Training Reputation * Trainer Brand UNDERSTAND THE ‘GAMES PEOPLE PLAY’ * An introduction to Transactional Analysis (TA) for Trainers * Using TA to: * Contract for learning * Understand Trainee Audience * Understand interpersonal styles * Understand working and thinking styles * Working in groups * Creativity and innovation DEVELOPING DEEPER TRAINER SKILLS * Presentation Magic – making your presentations more effective * Facilitation skills for workshops * Coaching skills for classrooms and virtual training * Delivering experiential workshops MODERN TRAINING METHODS AND MEDIA * Incorporating blended learning into your programmes * Using Social Learning * Using Videos * Using Virtual Tools * Using CBT and e-learning Pre-course work 1: Complete and online Psychometric Pre-course work 2: Deliver and record a 5-10-minute training session in your workplace on your phone and bring it with you Note:  there is an option to have addition 1 hour coaching for delegates to support workplace learning after the course.

This workshop is designed to examine how we care for our customers. We do this by identifying many aspects of a lot of customers and using data from those attending our workshops. We also look at types of customers, how they usually behave, and how we can negatively impact them through careless interactions, or, positively through careful communication, consideration, and using "ACE"—Approach with Care and Empathy.  We aim to see people leave our workshop with far better insights into customer-facing best practices and ideas to improve their training for customer-facing employees. -------------------------------------------------------------------------------- LENGTH For more information about duration, please contact the Institute. NEXT COURSE START Enquire for more information COURSE DELIVERY Self-Paced Online, In Company -------------------------------------------------------------------------------- SUITABILITY - WHO SHOULD ATTEND? WHO SHOULD ATTEND AND WHY? Who? - Anyone involved in a customer-facing role or training their customer-facing staff. Why? - The ultimate goal in customer-facing skills is to win lifelong customers by continuously managing customer relationships, to gain those lifelong customers. Any business that can see a consistent issue with retaining customers is in for a tough time. But we ask you to go a step further by not just keeping customers happy but attracting new customers and focussing on retaining our high-impact customers. Our thinking extends to 'Occupying our customer's consciousness.' A persistent fishing expedition to continually engage our customers, even when it is not to buy something. This engagement gives us an almost permanent inroad to their internal marketing, follow-on sales, recommendations, and loyalty. TRAINING COURSE CONTENT * Define a customer and what we are to them. * Share specific experiences you or someone you know may have had, good and bad. * Share some good and bad ways you and others have dealt with customers. * Discuss our Ten Types of Customers and ask you to decide which you get more than others. * Break into groups to analyse our data and ask you to discuss it. * Discuss our Customer-facing model and why lifelong relationships are critical to managing customers. * Look at our thoughts on managing our top ten customer types. * Through small group discussions, create a top 5 action list to take away and review in 3 months. COURSE DELIVERY DETAILS 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.

Gain practical skills in influencing and decision-making, perfect for anyone working in team-based or project-focused environments, with interactive, hands-on learning. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6.5 hours) This is a highly interactive and practical course which will help you to use influencing and decision making techniques. This workshop has been specifically designed to give you an opportunity to learn and test a range of influencing and decision making models and techniques. The course is aimed at anyone who interacts with others on a regular basis, especially those in project management disciplines, multi disciplinary, matrix type organisations where healthy debate and challenge are key to achieving optimum resolutions. OBJECTIVES By the end of the course you will be able to: * Utilise a variety of new techniques to enhance your influencing skills * Recognise the impact of non-verbal communication and use it to enhance influencing behaviours * Use language skills necessary to get your message across in an influential way * Apply different techniques for dealing with aggression * Understand VUCA – Volatility, Uncertainty, Complexity & Ambiguous * Use Perception, Bias, Decision Making and Judgement * Understand personal preferences and approaches to Decision Making * Speed read others approach to decision making * Apply Mindsets, Skillsets and Toolsets for decision making CONTENT WHAT IS INFLUENCING? * Sources of power * Influencing skills * Choosing the right approach DEVELOPING SKILLS * Communication skills – the language of influence * Different influencing techniques and when to use them * Having the confidence to challenge * Dealing with confrontation and challenges in a confident manner THE DECISION LIFECYCLE – PERSONAL PREFERENCES * Understand the human facts that influence decision making * Understanding personal preferences and approaches to Decision Making * Understand the impact of Perception, Bias and judgement in decision making * Speed reading others approach to decision making FRAMEWORKS TO PROVIDE CONTEXT FOR DECISION MAKING * Understand the business factors that influence decision making - VUCA * The Cynefin Framework – decision making in complex situations * Understanding which business context, you operate in – simple, complicated, complex or chaotic * Understanding how to decide in complexity PRACTICAL * Practical exercises * Case studies * Personal action planning

Unlock the power of effective negotiation. Gain essential skills to navigate complex deals, build lasting partnerships, and achieve optimal outcomes. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6.5 hours) This course is designed for those who need to understand and be able to use essential negotiation skills to make them more effective in their role. Externally you maybe negotiating with suppliers, customers, regulatory authorities and other organisations. Internally you will be negotiating with stakeholders, colleagues, and team members which could be for resources, time, budget or facilities. Being able to negotiate agreements that are acceptable to all parties requires skill and is essential to maintain healthy, functional relationships. This will be a facilitated workshop designed to be flexible to achieve the desired outcome. We will achieve the objectives through a mixture of facilitated discussion, interactive exercises designed to give insight and facilitator input. During the day we will deal with the stages of a negotiation from preparation to closing. Individuals will get the opportunity to practice the skills needed to create win-win outcomes through a number of generic but realistic scenarios. OBJECTIVES By the end of the course you will be able to: * State the principles of effective negotiation * Prepare effectively for different types of negotiation * Set negotiation objectives and identify what can be ‘traded’ * Explain how assertiveness and influencing skills can affect outcomes * Deploy appropriate strategies and tactics to achieve the best results * Use different techniques to deal with difficult customers and difficult situations CONTENT INFLUENCING  * Seek first to understand, and then be understood * The importance of understanding the other party’s position and how to do it * The power of non-verbal communication * Dealing with difficult customers and difficult situations whilst maintaining a positive relationship HOW TO APPROACH NEGOTIATIONS * Identifying potential negotiations and preparing for potential outcomes * Aiming for results which deliver win/win outcomes * Developing a win/win mindset and behaviours * Rights and responsibilities of negotiators SETTING NEGOTIATION OBJECTIVES * Clarifying essential, desirable and ideal objectives * Assessing the most favoured, realistic target and walk away positions THE NEGOTIATION PROCESS  * The importance of preparation * Creating an opening proposal * Where to pitch the opening proposal BARGAINING/TRADING - GAINING MOMENTUM * Knowing your parameters – what can be traded? * Choosing a strategy and tactics * Dealing with questionable tactics and ploys * Building rapport – the communication process * Asking the right questions and active listening * Being assertive, demanding your rights and ensuring you meet your responsibilities CLOSING TECHNIQUES * Trial and actual closing techniques * Signalling * Summarising and documenting the agreement * Follow up and implementation of the deal

Learn how to be fully effective in your role without burning yourself out. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6.5 hours) There are only 24 hours in a day, and only so many of those that you want to spend in the office! While many people seem to see working long hours and being highly stressed as a badge of honour you can in fact be more productive and fully effective in your role without burning yourself out. Quite simply in this whirlwind world we need to be great at managing the time and that’s what this interactive one day workshop will teach you. OBJECTIVES  By the end of the course you will be able to: * Use a selection of tools to set goals, plan and prioritise your time * Stop self-sabotaging and create more productive time every day * Take control of your day, the time you have available and other people who try to steal your time * Hold more effective meetings * Manage stress so that you can be at your peak more often CONTENT GETTING STARTED * Understanding the need to manage your time effectively * Identifying your time stealers * Setting goals * Getting clarity about what needs to be done * Understanding what is urgent and what is important in order to prioritise your tasks * Planning your time * Using to do lists and other time management tools STOP SELF SABOTAGING  * Understanding your time personality and the impact it can have on how you use your time and how others perceive your time management * Recognising procrastination and taking action * The myth of multitasking * Creating focus and clarity in your day * Using the time you have to be most productive TAKING CONTROL * How to assert yourself with others who might be impacting your time management * Managing interruptions * Saying no and feeling OK about it * Negotiating workloads * Delegating * How to hold productive meetings * Managing your meeting attendance effectively AVOIDING BURNOUT * Exploring stress and how we respond to it * Shifting mindsets * Thinking differently * Managing overwhelm and panic * Tools to manage stress at work

Understand the Mental Toughness model and look at how to improve your mental toughness with the 4c’s. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6.5 hours) Mental toughness is the ability to resist, manage and overcome doubts, worries, concerns and circumstances that prevent you from succeeding, or excelling at a task or towards an objective or a performance outcome that you set out to achieve. Our one day programme can help you to achieve this by using tools and techniques to help you perform under pressure and ensure your wellbeing. OBJECTIVES  By the end of the course you will to: * Identify the causes of stress and how to prevent them * Assess your mental toughness using the MTQ48 measure * Use tools and techniques to develop your mental toughness CONTENT UNDERSTANDING STRESS, PRESSURE AND CHALLENGE * The causes of stress * How stress can manifest itself * Threat response * The Stress performance curve * Stress, challenge and pressure * Positive stress MENTAL TOUGHNESS, STRESS MANAGEMENT AND RESILIENCE * Defining stress management, resilience and mental toughness * How they differ and how they affect each other MENTAL TOUGHNESS * Understanding mental toughness * The importance of mental toughness * The benefits of developing your mental toughness THE 4 CS OF MENTAL TOUGHNESS * How we approach Challenge * Control our emotions * Develop Confidence * Create Commitment MTQ48 PROFILE * Understanding your MTQ48 profile * Looking at your mental toughness * Areas for development DEVELOPING MENTAL TOUGHNESS * Managing physical energy to deal with stress * Developing healthy habits for managing stress * Multitasking and the ability to focus * Identifying unhelpful thought patterns * Positive and pragmatic thinking approaches * Managing your approach to change and challenge * Ways of developing mental toughness