Caterpillar and QA
Driving business improvement through better learning
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This course provides practical guidance for anyone who needs to develop their assertiveness skills for a range of workplace situations. You will gain the tools and techniques to make requests assertively, say 'no' to unreasonable demands and proactively address issues before they become a problem.
Coaching is key to getting the best out of people. Knowing when to coach and how to use coaching to great effect can accelerate performance improvement. This course will improve your understanding of the coaching process, develop your coaching skills and enable you to introduce coaching back in the workplace.
This workshop will develop fundamental communication skills by introducing a range of tools that will help you to build relationships, deal with conflict and influence others. You will also learn how to listen effectively and use questioning techniques to take the pressure out of challenging conversations and provide appropriate responses.
The ability to deliver a service that will delight your customers every time will help to give your team (or function) the profile it deserves. This course is an interactive event aimed at emphasising the importance of exceptional customer service in the workplace. It is an opportunity to examine what each of you already do well, and what you can potentially do more of in order to become even better ‘customer service role models’.
This workshop will raise your awareness of your own, and your audiences', preferences and how they impact on your delivery style as well as giving you the tools and knowledge to tailor your content and message. The content and delivery will mirror the exact skills and tools that are being developed - the design of the workshop will be highly participative, will be backed up with hard facts and will also be overtly relevant to your role and the challenges you face.
Wouldn't it be fabulous if we walked away from every meeting feeling that it had been worthwhile, productive and not too long? The style of this session reflects the way we feel meetings should run. It is fast paced, highly interactive and you leave with a better understanding of how your personal contribution to a meeting will make a positive impact.
This course will look at the cause of conflict and where people's motivational factors can create barriers to successful outcomes. Being in a situation where conflict of a personal or business nature arises can be an uncomfortable experience for most. Having the knowledge and tools to feel able to control yourself and the situation can reduce stress and improve outcomes.
Managing your time effectively is crucial to your working day - it helps you achieve your objectives; keep your internal and external customers happy by hitting your deadlines and, ultimately, lead to a less stressed, productive working life. This high impact, high energy session is right for anyone who wants to take control of their workload and will help them to work smarter rather than harder.
The most successful relationships in business are those that achieve genuine mutual benefit for all parties. This means that client relationships can no longer be transactional; rather, they are built on high levels of trust and mutual understanding. On this course you will form a personal action plan identifying the changes you need to make, and the skills you need to practice in order to improve the way you manage and develop your business relationships.
This facilitated course will present the case for the value of customer service excellence within your organisation and offers practical tools to raise standards of service excellence. It also provides an opportunity to benchmark your service using QA's customer experience diagnostic tool, enabling you to identify and prioritise your individual action areas. Additionally, this course helps managers grow the toolkit to make service excellence part of their team 'DNA'.
This course is designed to show you how to clearly define goals and break them into key tasks, eliminate unnecessary activities, reducing stress and balancing work and life priorities. We will help you identify your key time management issues, understand how to plan to your strengths and achieve your priorities.
This intensive one-day course teaches the basics of negotiations. You will learn how to identify objectives and variables, establish negotiation requirements, research the other party, determine concessions, formulate a plan for agreement and determine the logistics of a negotiation.
Have you ever wanted to deliver presentations with that WOW! factor? Well this is the course that will assist you in gaining the skill to convert your nerves into positive energy to drive your performance by providing easy to use tools to help you get your message across memorably, structure your material for the best impact and present to audiences of varied sizes.
If you are interested in growing your career as a Project and/or Programme Manager, and perhaps using your unique insights and skills in broader and higher management roles, it is critical for you to focus on building your skills as a leader. This series of modules is based on the competencies framework developed by the Association of Project Management (APM) and specifically focuses on the behavioural elements needed for effective project management.
Often we have no control over changes but we are expected to rapidly digest them and in many cases help to implement them. Through self-reflection and a range of practical activities we will explore your role in the change process. We will show you how you can thrive on the unexpected and reach your potential in the 'new world'.
Today's competitive business world generates challenges which require rapid understanding and resolution. We all have the capacity to invent solutions that are both highly creative and effective, but many of us lack the tools to guide us to a strong decision we believe in. This course provides an introduction to practical problem solving techniques and structured creative thinking tools. You will learn how to confront challenges from a different perspective.
Influencing and persuading all of the internal and external stakeholders in any process are essential elements of managing continuous improvement. Securing the buy-in of individuals where you don't have direct authority can support a drive for operational excellence. This session delivers great tools and techniques to help you to achieve the best outcomes whilst building and managing excellent business relationships.