7 Courses in Cardiff

Our Dealing with Difficult People Training provides your team with communication skills to handle challenging situations, identify early warning signs & triggers, whilst creating more positive outcomes.

In the modern work environment, managers and leaders must treat all colleagues with respect, including those who are challenging. Understanding the causes of difficult behaviour and being self-aware are crucial for creating a fair and inclusive workplace. This training session equips participants with the knowledge and communication tools to manage and overcome difficult behaviours effectively. This course is available to book for delivery in-house for your organisation and people exclusively, for either a half or full days training workshop. Prices are dependent on size of group ranging from a minimum of 4 to a maximum of 12 delegates. If you have a smaller number of delegates the Puritas 1:1 Leadership Coaching Programme is recommended.

This is a multidisciplinary interactive workshop providing staff with essential skills and techniques to deliver a professional service.

Facilitation Skills Training

This course, which can be run as a half day (3.5 hours) or a whole day course, is designed to help those who chair or participate in meetings to understand how to run effective meetings that are constructive, concise and actually achieve something! The course can be adapted to cover meetings in general or focus on specific types of meetings such as trustee, director or committee meetings, staff or project meetings.

Today's administrative professional needs flexibility and a broad portfolio of skills including self-motivation, assertiveness, and the ability to deal with difficult people. You will benefit from this course if you are an administrator, medical/legal secretary or PA, who wants to enhance your administrative support skills, as well as evaluating your existing techniques. This course will help you identify: * your areas of strength and your areas for improvement in the work environment * ways to accept new challenges and responsibilities with confidence * what motivates you at work * techniques to improve your planning and time management * ways of improving your influencing and assertiveness skills * your preferred working style (and relate it to your interaction with others) * ways of using your initiative * how to deal with challenging people, using recognised communication methods The course will help you develop a flexible set of skills that will allow you to succeed at work, no matter what the day throws at you. It will help you communicate effectively with a diverse range of colleagues and others with tact and diplomacy. And, finally, it will help you provide the administrative support that is essential for the smooth running of your area and of the organisation as a whole. 1 INTRODUCTION * Overview * Introductions * Individual objectives 2 WHAT EXACTLY IS YOUR ROLE? * Before looking at new skills and techniques, where are you now? Do you have the skills, knowledge and attitude required to be an exceptional administrator? * Understand your job criteria * Identifying your strengths and areas for development * Activity - skills analysis * Activity - action plan 3 BUILDING TRUST * How can you build trust? * Understanding the links between reliability, consistency and trust * What is required to deliver efficient service? * Activity: efficient service requirements of the professional administrator 4 WORKING STYLES * Identifying your working style preference * Understanding the importance of a flexible approach * Identifying areas of improvement to become a more effective team member * Activity: Questionnaire (completing, scoring and charting) * Activity: drawbacks of my style * Developing your working style 5 ASSERTIVENESS * Understand the differences between behaviours * Activity: Definition and characteristics of assertive / aggressive / passive behaviour * Activity: Identifying different behaviours * Understanding how to be more assertive * How to use assertiveness techniques * How to ask for feedback * Activity: Making requests assertively * Activity: Refusing requests assertively 6 TIME MANAGEMENT * The importance of planning for success * The importance of managing interruptions * The importance of having clear purpose * Time management best practices * Activity: How do you plan your time? What prevents you improving your time management? How will you recognise success? 7 PRIORITISATION * How to prioritise work to meet deadlines * The prioritisation matrix * Activity: Post it! 8 DEALING WITH INTERRUPTIONS * The impact interruptions have on productivity * How to manage interruptions * Activity: What interruptions do you experience? * What tactics can be employed to reduce these interruptions? 9 CLOSE * Open forum * Summary * Action planning

Are your sales people too stressed, running on adrenalin, perhaps driving towards burnout, struggling to reach targets? Wouldn't you rather they delivered consistently good performance, sustainable over longer periods of time, with less stress (for both them and you)? This uniquely empowering workshop will help your team develop naturally high levels of focus, energy and motivation. They will attain a sense of grounded euphoria, giving them a very distinct and ethical edge in selling. A one-day programme, it gives salespeople an introduction to the 'Natural Superheroes' concepts and resources, tools and techniques, to help them improve their sales performance - realising greater sales potential, developing deeper and more profitable client relationships, winning more business. Through this experience, sales teams gain: * Information about profiling clients to instantly understand more about their deepest drives and true needs so they can be genuinely met and, where possible, exceeded * Insights into deep, honest and very 'real' reasons for sales procrastination - participants are given specific workable strategies they can easily apply to overcome sales resistance, by tapping their natural motivational styles * An understanding of communicating at the very highest levels with different people so they truly understand your sales message and have a significantly more positive sales experience * A realisation of their very specific natural sales talents as individuals and as a team * A deeper level of experience and understanding of what specifically drives their own behaviour and the behaviour of their clients - these unique insights explain not only how but exactly why people behave the way they do * An experience of what it takes to be unshakeable under pressure and manage the sales processes and relationships to a positive outcome for all * Brand-new insights into working with and handling difficult people across all levels of authority * An understanding of the pitfalls and the psychological traps we set ourselves which cause unnecessary stress, anxiety and frustration on a daily basis and, in turn, limit our sales performance * Access to very simple and practical tools that massively increase self-awareness, engender accountability and responsibility and develop emotional sales mastery 1 INTRODUCING 'NATURAL SUPERHEROES' FOR SALES * What is a 'Natural Superhero'? * Defining emotional intelligence in the context of sales and why it is so important * Knowing yourself - why most people don't know themselves at all and how we can understand exactly what drives our behaviour for the purpose of improving sales performance specifically * Knowing exactly why others, and specifically clients and team members, behave the way they do - understanding the real motives behind people's good and bad behaviour in a sales meeting * Simple steps to freeing yourself of any anxiety, pressure and false sense of limitation when selling * Being yourself in sales - why this is not as easy as it sounds but how you can make it effortless * How to take control of achieving the sales performance you really need and want for yourself and others * Strategies that raise your self-awareness, increase an authentic and sustainable sense of self-confidence, in difficult situations and in moments of crisis 2 UNDERSTANDING YOURSELF, YOUR TEAM MEMBERS AND YOUR CUSTOMERS - USING THE ENNEAGRAM * Introducing the Enneagram and why it is so valuable to sales people and their clients * Exploring the 9 types of motivational drives and why people have different reasons for buying from you * Core types and wings - understanding the influence of other motivations either side of the core Enneagram type * How to confirm the profile of your client - using celebrities from the world of politics, cinema, sports - we explore how to identify each type - what are their core drives, why have they arisen and how can we use these insights to help you in improving your sales performance * The 3 levels of behaviour within your personal profile and that of your clients * Lookalike Enneagram types - mistaken identities - how to avoid these traps when profiling your clients and your team * How to communicate effectively in a sales environment with each of the different Enneagram types - communication strategies for positive impact on morale, performance and, ultimately, sales results * How to interpret and make use of the results of your online personal profile - participants complete an online profile before the event and have the opportunity to analyse their results with a view to improving their sales performance * How sales teams sabotage their own performance and that of other people within the team - and how to stop it * Uncovering your particular edge in a sales role - what unconsciously trips you up as a sales person? * How the Enneagram helps us in sustaining a truly great sales performance over time 3 WHY POSITIVE THINKING ALONE DOESN'T WORK IN SALES * Why 'PMA' does not stand for positive mental attitude when selling - learn its alternative meaning that can serve you even more effectively in a sales role * 3 steps and exercises that naturally increase PMA * The value of making unconscious thinking conscious and how to do this without any pain or discomfort in a sales meeting * Why each Enneagram type has a different experience of PMA in terms of their outward behaviour and how to know when you are maximising your sales performance 4 MEASURING SUCCESS * How to measure the development of your individual profile as a sales person * Development planning and review * Into the future - how to continue your Natural Superhero development