Influencing & Delegating

Influencing others and delegating effectively

This one day programme is designed to help those in management be successful in influencing others and to delegate effectively.  These skills have value not only for the individual, but also for their team and the organisation as a whole as they develop confidence in influencing others for positive outcomes and delegating effectively for improved results. Using roleplay, we support delegates to understand and apply best practice methods.  Delegates leave this programme having learnt and applied new skills and with clarity about how they take that development onwards in their own working environment, for lasting results.

People in Change

Skills to harness support of those critical to success

Change is a permanent state for most of today’s organisations and the individuals involved in that constant fluidity can impact the outcome of the desired change greatly.

This programme is designed to give those managing change insight into the human behaviours that surround them and the tools with which to unblock, encourage, accelerate or consolidate necessary change within their own organisation.  Working with roleplay scenarios we create very real interventions that give delegates a powerful insight into motivations, beliefs and values of those they may be seeking to manage through change.  Delegates are supported to learn, to experiment and to practice the complex communication skills that can harness the support of those who are critical to the success of the neccessary change.

Dealing with Conflict & Complaint

Dealing with Conflict & Complaint

Situations of conflict and complaint are difficult for us all and yet with some appropriate preparation there is much we can do to equip ourselves to turn conflict into progress and complaint into advocacy. This programme gives delegates the opportunity to understand the drivers and key factors within conflict or complaint situations and then the tools to create their own prepared approach to deal with these instances positively. Working with realistic scenarios, our roleplay and feedback empowers delegates to face, tackle and master difficult situations in a supported environment. By the end of the day attendees leave with honed skills and the confidence gained through success: They start seeing conflict and complaint as opportunities rather than challenges.

Telephone Skills

Successful use of the telephone as a critical skill

Often taken for granted, successful use of the telephone is a critical skill for everyone in the working world. From service to sales and information giving to support, the uses of telephone communication are vast and varied. In this programme we build upwards from a fundamental understanding of what makes telephone communication successful, introducing tools and methods to be tried and practiced through roleplay to develop towards excellent practice. This one day course can be focused to be useful to just about anyone, at any level, and we seek to tailor it to the specifics of a client’s industry, flexing to ensure relevance to all who attend.

Mystery shopping

Mystery shopping, supported by skills development

Mystery shopping is a well established method of gaining insight into the experience of your customer when they interact with your business or organisation.

In this programme our consultants firstly make a visit or a telephone call, gaining quantitative and qualitative information about the interaction.  We then immediately offer personal feedback to the individual encountered in addition to coaching to allow them to understand their performance and find points for development. We also create a summary written report, which underpins the information given ‘in the moment’. In this way you gain not only an understanding of the customer experience, but also the opportunity to develop your staff in a way that can have fast impact on the success of customer interactions.

Presentation skills

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A range of presentations skills programmes

Our presentations skills programmes are all practically based and work on the experiential approach; learning through doing. We use DVD recording to support feedback and coaching in the moment and the programmes are all paced to create dramatic results in a short timeframe. Read More

Medical Consultation

Communication is proven to enhance patient care and patient outcomes

Communication Skills: Improved communication is proven to enhance patient care and patient outcomes.  It also has other benefits for medical professionals in practice.

From many years experience in the application of best practice communication skills in medical consultations, we have developed a programme that gives medical professionals the opportunity to develop their own communication skills and work in a supported environment to experience, through roleplay, challenging situations and cases that include ‘breaking bad news’, ‘dealing with demanding patients’, ‘multiple agendas’ and ‘ethical dilemmas’.

Challenging Conversations

practical tools for tackling these challenging conversations positively

There are many terms to describe them; challenging, crucial, courageous, all conversations that are difficult to have or handle well.  These are the conversations that we tend to put off and yet often they are the most important; where stakes are high, emotions liable to build and where there may be conflict or a difference of opinion.  Our one day course takes delegates through an experiential programme with practical tools for tackling these challenging conversations positively and creating a more successful experience.  This programme can unlock the power for delegates to leverage improved outcomes and power through what they see as blocks to success.