Working with customersIdentify what excellent service is and the benefits it can bring for you and your customers. Manage the internal customer service chain to ensure everyone is focused on delivering excellent service. Overcome barriers to outstanding service and learn how to deal with complaints positively.
Delegating with confidenceWe look at all stages in the delegation cycle and overcome barriers to delegation. Learn how to develop capacity in your team and brief staff clearly and avoid the pitfalls of “dumping” on colleagues.
Handling difficult situations Analyse situations that are perceived as difficult. Develop assertive behaviours for coping with challenging situations.
Dealing with discipline and grievance situationsIdentify when proactive discipline is more effective than reactive. Understand stages in warnings and procedures: what is fair and unfair. Use case studies to identify good practice. Practice conducting a performance review meeting.
Feedback and coaching skillsLearn to use the GROW coaching method to develop skills to improve individual and team performance. Identify and practice a range of techniques for giving and receiving feedback to help people develop
Influencing SkillsIdentify your preferred influencing style and strategy and learn how to adapt to suit different styles. Practice a two stage model for influencing and identify ways of overcoming resistance.
Good Recruitment Practice and behavourial interviewingPlan, prepare and conduct behavioural interviews effectively and identify good practice with regard to diversity and fairness in recruitment and selection.
Team leader skillsIdentify your natural leadership style preferences and develop flexibility in your approach to build the team to perform effectively.