In-House Training

Many employers, and their staff, spend countless hours sitting through inappropriate and badly organised meetings. All too often the time spent is disproportionate to the outcomes achieved. This workshop will enable participants to identify the key skills needed to chair effective meetings, ensuring productive and practical solutions every time.

As a leader, you may have a very clear vision of change programmes within your organisation. You will realise that change is inevitable for continuous improvement. It is also vital for successful business management today. To remain ahead of competitors and achieve improved return on investment, organisations must adopt a positive attitude to change. You have the vision, so you know this! However, once you have a vision of what that change will be, you then need to ensure that the whole organisation understands the reasons for the change and the change process, early enough to feel included, empowered and motivated. This programme will focus on a simple change management model to take you step by step through your change programme to ensure you are doing the right activity at the right time.

Most organisations know the importance of achieving product or service quality, after all customers' now demand it. The term, however, is often misunderstood and misused, at great financial and human capital cost. This workshop revisits this important subject, looks at what it really means, what it costs and offers a guide to measure how successful you are in achieving it. It also takes a brief look at other popular management initiatives what synergies are to be gained.

In your job, you have to make decisions on a daily basis. Sometimes they appear easy, sometimes hard, but the process of making the right decision is one that can be applied to all problems you face, however complicated. This workshop will teach you how to use decision-making tools to identify the problem, break it down into simple structures, assess the relative values of possible solutions, and choose the most appropriate. Throughout the workshop you will have the opportunity of testing the tools against real-world examples.

Leadership and teambuilding has never been more necessary, and its role more varied. Most top executives have grown up through the ranks and have had to master the changes in role, but the final change from Manager to Leader is the most challenging and difficult. To achieve this, leaders need to understand their new role in business. They need to know how to maximise the potential of their team through delegation and empowerment, to understand the behavioural differences between them and to add in the most important aspect of motivation, both personal and for the team. They have to set the blueprint for their business, including setting the vision and the goals, whilst moving their team to a self-empowered mindset set for growth.

All business undertakings involve financial risk and it is the job of the company director to minimize it, but many (most?) directors do not have the knowledge to do so. The principles and techniques are not difficult to understand or to learn and this workshop will give you an overview of sound business practice that you can apply immediately to your business.

Businesses are always in a state of change, often unplanned. Planning effective and efficient change and then making it stick is not easy. This course will teach you how to get you and your team to make the most effective decisions for change, to plan the change process, to manage the change projects and to ensure its satisfactory implementation. During the three days, you will learn how to use various specialist tools and processes to develop your own change programme and to ensure its success.

This workshop has been designed for those who are ready to change their time habits immediately. Perhaps they have read time management self-improvement books or have attended other time management courses. This course is designed for those who want to invest a day to identify, measure and analyse their habitual time management skills (Time Profile) and then create their own individual development plan. Do your present time habits help or hinder your progress? Time management is really self-management and although time is not adaptable, people are. Are you suffering from shorter deadlines, competing priorities, endless meetings, interruptions and ever-higher quality expectations? These may be just some of your time challenges. You can solve this dilemma by learning the practical and effective skills revealed in this course.

Building self-confidence and assertiveness is probably a lot easier than you think. 'Non-assertive' people (in other words 'normal people') do not generally want to transform into being excessively dominant people. Your ability to effectively articulate your thoughts and ideas is critical to your success in any endeavour in and out of the workplace. This course provides methods and techniques to communicate with increased confidence and to present yourself more assertively in order for you to make a powerful, positive impression on people.

Do you want to communicate more confidently and persuasively and in a style that is comfortable for you? Are you seen as ‘too nice’ and feel that this may diminish the respect you get from others? Or conversely, would you describe yourself as ‘overly assertive or even aggressive’ which gives you short-term co-operation but long-term resistance? Do you want to treat others with openness, directness and respect and get the same from them? Attend this course and learn how to achieve better results by communicating skilfully. Learn how to gain more respect and recognition from your co-workers and managers and reap the rewards. You will learn skills that can be applied immediately to achieve improved results and increase your contribution to your organisation. And, you will be less stressed, more productive and happier at work.

If you have attended our highly-rated Communicating with Confidence for Women course, you are cordially invited to our new Reconnect Session. Meet up with other CCW participants and share what has worked and what skills you would like to further develop. Also, you will have an opportunity to learn new ideas and skills to increase your communication success and confidence. Join Helen to explore how to achieve even better results and gain even more respect and confidence in your working environment. This promises to be a fun day and worthwhile investment! Number of attendees will be limited.

Without consistent, excellent communication, an organisation and its individuals quickly suffer negative consequences such as incomplete tasks, missed deadlines, poor employee/management relations and disruption of team cohesiveness. These effects are immediate, emotive, and expensive. Excellent communication builds relationships, minimises conflict and inappropriate, negative assumptions. Excellent communication means the working environment is a happy, stable, productive place. This course encourages participants to become more aware of the many critical aspects and behaviours of effective communication and how to maximise their skills to create high impact communication success.

In the modern world of rapid technology advances, reducing deadline times, greater demands placed upon our time and priorities and more expected of us, is stress inevitable? In this dynamic workshop you will gain the skills and knowledge to identify stress, introduce prevention strategies and coping mechanisms for when stress is upon you. After attending this workshop you will view stress in a completely different way and have the skills to never again be “stressed out”.

You know them: the Aggressor, the Whiner, the Overagreeable, the Silent Pouter, the Negativist and the Know-it-All. Although their numbers are small their impact can be significant. How can you cope effectively with each one? They can be responsible for attitudes at work deteriorating and negativism growing. They can be responsible for absenteeism, significant loss in productivity and lost clients. They can frustrate and demoralise individuals and teams. In this workshop you will learn how to recognise each behaviour, why these styles persist in their incompatible ways and how to cope effectively with them. Delegates will complete their own Personal Profile and learn how to use their own personality style effectively with difficult people.

Assertiveness is one of our most effective personal resources. However, we do not always know if our behaviour is assertive. It is sometimes difficult to express our feelings openly and honestly, or to speak up in meetings. Difficult situations might be dealing with conflict, or saying ‘yes when we mean ‘no’. Working to optimum effectiveness often requires building on assertiveness skills and increasing confidence. This course provides strategies to communicate with increased confidence and to present our self more assertively.

Today’s office/work environment can be noisy, disruptive and cramped. Just dealing with the constant interruptions and disturbances can be demanding and stressful. If you find it hard to concentrate at work or get frustrated by frequent interruptions and you leave work feeling ‘stressed out’ because you haven’t achieved what you wanted to, then this course is for you. This one day programme aims to provide valuable and practical help to those working in this type of environment. It offers tips, techniques and solutions that can be applied immediately and effectively in the workplace.

Do you experience the tyranny of meetings at work – meetings at which little seems to be achieved and which prompt you to ask yourself why you went? Are you responsible for setting and managing meetings during which you wonder how to control the process, the personalities around the table and the time? In this workshop, you will gain an understanding of how to link meetings management to the achievement of organisational goals and objectives. We’ll cut to the chase around how to chair, facilitate and manage excellent meetings at which the right participants cover the right agenda in good time, and with their eye on an agreed outcome.

Do you experience the tyranny of meetings at work – meetings at which little seems to be achieved and which prompt you to ask yourself why you went? Are you responsible for setting and managing meetings during which you wonder how to control the process, the personalities around the table and the time? In this workshop you will gain an understanding of how to link meetings management to the achievement of organisational goals and objectives. We’ll cut to the chase around how to chair, facilitate and manage excellent meetings at which the right participants cover the right agenda in good time, and with their eye on an agreed outcome.

Businesses who make their customers feel valued have a substantial competitive edge. Implementing excellent Customer Care is often a matter of detail, listening skills and an understanding of customers’ needs and expectations. This course is a thorough exploration of good communication, including verbal and non – verbal messages, what makes customers feel appreciated, asking the right questions and actively listening to the answers.

Ever since we were born we have been presenting our point of view and ourselves. Despite this high level of practice, if you put a person in front of an audience, all their natural ability seems to drain away. Then add the need to be an expert in the subject, the vast array of presentation materials available, the inability of the body to do what it is supposed to, and you have a recipe for disaster. This course is designed to restore your natural abilities, enhance them with the techniques of experts in the field, blend in modern presentation materials and help cope with all the issues of public speaking.

This one-day course provides a simple six-step process aimed at taking the pain and stress out of report writing. In a highly practical workshop, you will develop techniques for producing reports that are easy to read, fit for the purpose and don’t take forever to write. There will be opportunities to work on your own reports so please bring these along with you. If you are new to report writing, there will be other examples to work on during the day.

The telephone is an intimate means of communication, which magnifies everything we say and do. Providing exemplary customer service over the telephone can be a matter of awareness, augmenting skills, capability and attitude. This course looks at the most important components of Customer Service over the telephone so that every call represents the company or organisation to its best advantage.

The role of the executive PA can be very varied and has changed dramatically over the last few years. The course is designed to investigate the role, show what the individual can make of it and develop potential for the future.

Our most valuable resource is time, yet it is a common complaint that there are "not enough hours in the day". Typically we devote the majority of our time to low priority work. This course will provide you with the skills and techniques to improve planning, set priorities, deal with interruptions and avoid procrastination, which will in turn allow you to gain sufficient time to complete your most important tasks.

Everyone in the world regardless of their success levels has the same number of hours in the day. If we start with the same amount of time why is it that some people seem to achieve more then others in the time available? Clearly therefore effectiveness and output have little to do with the hours you work and everything to do with how you use those hours. This course is aimed at giving you the tools to use your time more productively, whilst at the same time lead a balanced life, achieve all your current goals and meet the new goals that are part of the changing pattern of the work environment. This course includes, but goes beyond, the traditions of effective time management. It demonstrates that through self-awareness and motivation we are capable of more than we believe we can do, yet makes room for the rest of our life outside of work.

The effectiveness of training depends on the trainer’s ability to transfer knowledge and understanding. This course develops the skills in the full training lifecycle including design of a structured training programme, methods of facilitating the learning process and evaluation of effectiveness.

Does it take you ages to produce something in writing? Do you puzzle over your punctuation, groan at your grammar and wrestle with getting the contents just right? Then this workshop is just for you. You will learn how to use plain English to produce quality letters, memos, e-mails and reports, which not only express clearly, concisely and correctly what you want to say but which are easier to read and understand. If you wish, you may bring anything you want to write (or have written) to work on during the day.

Every decision we make as managers affects the money in the business. All businessmen and women must understand the financial management of their business, as much as they understand what it does, if they are to keep it healthy and prosperous and make money. Large corporations have teams of management accountants to advise them but you can get the same information using simple concepts and techniques that will enable you to run your business rather than it run you.

This two-day course covers many of the financial techniques you need to run a business profitably. It is a hands-on, practical course that expects no prior knowledge. Everything you need to know is here.

This two-day course covers many of the financial techniques you need to run a business profitably. It is a hands-on, practical course that expects no prior knowledge. Everything you need to know is here.

This two-day course covers many of the financial techniques you need to run a business profitably. It is a hands-on, practical course that extends the knowledge you will have gained in Part 1 of the programme.

This one-day course is designed for the experienced Excel user who wishes to examine the more advanced features of this sophisticated spreadsheet package. A good familiarity with spreadsheet design and layout is assumed. The aim of the course is to develop skills in the higher-level data analysis, formula building, formatting and automation features within Excel. Macro building is covered but Visual Basic for Applications (VBA) is the subject of a separate course.

This one-day course is for the reasonably experienced user of Excel who wishes to develop more complex spreadsheets, use more advanced formulae and develop skills in data analysis techniques. A proficiency in setting up basic spreadsheets is assumed, as is familiarity with the Windows environment.

Are you struggling with the new Office 2007 Interface? This one day course will help you understand the new changes in both Word and Excel. Learn how to convert files, customise the Quick Access toolbar to speed up your work, and locate AutoText and AutoCorrect in Word. Mail Merge has changed, so have the charts in Excel - plus lots more! Come and have your questions answered.

This one-day course is designed for the PowerPoint user who wishes to improve their presentations. The aim of the course is to build on existing knowledge to achieve a more professional edge to the presentations.

This one day course is designed for more experienced users of this powerful presentation package who wish to extend the scope and quality of their presentations. Previous experience of developing PowerPoint presentations is assumed and a familiarity with other Office software is desirable to get the best out of the course.

This one-day course is designed for novice users of this powerful presentation package who wish to take the first steps in developing presentations for their own or other’s delivery. No previous experience of developing PowerPoint presentations is required although a basic familiarity with other Microsoft Office software would be advantageous.

This one-day course is designed for users with a basic knowledge of PowerPoint who wish to enhance their presentations making them more interesting and professional. This includes using animation effects, photographs, sound etc.

This one-day course is designed for the experienced user of Word who wishes to develop skills in the high level aspects of this powerful word processing package. Delegates will need an excellent working knowledge of the programme to take full advantage of the training available on this course.

This one-day course is designed for the Word user who wishes to enhance existing skills to work more productively and creatively within this powerful word processor. The aim of this course is to build on existing editing and document layout skills to develop expertise in a wide variety of the more advanced features in Word.

Are you only using Word for simple letters? So much more can be achieved to help promote your business or improve productivity in your department – including Mail Merge, creating booklets and flyers with photographs/graphics. Learn to become more creative and produce professional looking documents and reports.

An invitation for business owners and managers to a practical one-day workshop focusing on optimising employee performance. This interactive one-day workshop, designed for organisations with 30 or more staff, encourages business owners and managers to explore the effectiveness of leadership through modern motivational techniques.

An invitation for business owners and managers to a practical one-day workshop focusing on optimising employee performance. This interactive one-day workshop, designed for organisations with 30 or more staff, encourages business owners and managers to explore the effectiveness of leadership through modern motivational techniques.

Leadership has never been more necessary, and its role more varied. Most top executives have grown up through the ranks and have had to master many role changes, but the final change from manager to leader is the most challenging and difficult. To achieve this, leaders need to understand their new role in business. They need to know how to maximise potential of their team through delegation and empowerment, to understand the behavioural differences between them, and to add in the most important aspect of motivation, both personal and for the team. They have to set the blueprint for their business, including setting the vision and the goals whilst moving their team to a self-empowered structure for growth. They need to present themselves as masters of positively influencing people and maintaining a high level of integrity.

This popular workshop represented an investment and so, to get even more value out of it we are offering a one day Reconnect Session! We invite those, who have attended the two day workshop, to come and share what has worked, what has been challenging and what would add to their knowledge. An Introduction to People Management is a great way to pick up the basics of people management and share your learning with other people. The challenge with introduction courses is that there is a lot of material that needs to be practised back at work. To make this Reconnect Session work, come willing to share with other attendees and be willing to take on board feedback. Jon will endeavour to help each attendee leave with a set of individual objectives to help them move forward and focus on the areas that will make the difference. Number of attendees will be limited.

This one-day workshop aims to increase attendee’s awareness of how to get the best out of their appraisal system. It focuses on the identification and use of the various skills needed to conduct good appraisal interviews and aims to get past the mindset of the appraisal being ‘the paper work’. It will also look at the issue of process ownership.

Managers, when coaching, ask powerful and insightful questions to members of their team in order to clarify goals, remove obstacles, stop thinking small and limiting their definition of success. This workshop introduces delegates to coaching as a high level tool to enhance the performance of key members of staff. It brings a self-awareness approach to coaching to ensure lasting and positive results. You will learn ‘what to say’ and ‘how to say it’ when providing feedback. Time is allowed to practise some of the key skills as well as to discuss coaching issues that attendees will be expected to bring with them to work on.

In today's business environment, organisations are either changing or they are becoming extinct. But how many organisations can actually say that they deliver change well? - Not many! There are many different theories and models to help us understand change and how to implement, manage and survive it. This programme focuses on one of the major challenges for people delivering change - dealing with resistance. This course is designed to make sure that new change is implemented and delivered in such a way that it becomes a way of life for those in the organisation. This course combines a change management model, tactics for dealing with resistance and action planning for positive change in your organisation.

The effectiveness of training depends on the trainer’s ability to transfer knowledge and understanding in a way that meets the delegates needs - and as we know these needs are diverse! The course will enhance the skills taken from the Train the Trainer workshop, it will also develop the trainers that have experience in the training and development field. The course has been designed to give delegates the tools to create an impact by way of understanding the audience quickly and effectively to ensure successful training events.

Within many organisations, whether small or large, line managers don't necessarily have the skills to fully develop their staff. Top performing teams possess certain capabilities and attitudes that ensure that they are continually successful. This high participative workshop will enable participants to provide strong leadership and create a positive team-working culture

Good people management is essential for the success of any business. However, this has to be done not just in line with good management practice but also adhering to current employment law. So much law has been introduced in recent years that it is difficult for businesses to keep track of what they should be doing. This workshop will look at the legal necessities attached to the day-to-day human resource issues that face all companies whatever their size.

We have been most complimented at the positive response and high evaluation of this four day management course. As several have requested a follow up session, Helen has designed a one day Reconnect Session for those who have attended the Management Development Programme. This unique one day training session will give you an opportunity to share feedback as to what has worked and what areas you would like to increase your present knowledge. New skills will be introduced to assist in maintaining your positive and productive management behaviour and attitude. Meet up with fellow Management Development Programme managers and explore further how to further develop your present management skills. Number of attendees will be limited.

This event is thought provoking, inspirational and practical. To manage effectively and achieve results is difficult in the best of times, you would think it is nigh on impossible in ‘down times’ – maybe not so! This course will help you focus on not just ‘how to’ but ‘what to’ do to align to maximise the productivity of yourself, your staff and in turn the business. It is imperative now, more than ever that we do this. Can you afford not to invest in this event?

Running an office is not an easy task, especially if you are new to the role. This workshop will develop your awareness of the key office management skills whilst helping you to adapt to your new responsibilities with confidence and authority.

This course looks at the behaviours of applicants as well as their abilities to ensure that they have the skills and personality traits necessary to perform well in both the job role and within your organisation. It teaches behavioural interviewing which has been proven to raise the chances of hiring the right person by 70%.

Managing staff effectively is a rewarding aspect of management. Organisation, team and individual successes come from good management. This course addresses the fundamental knowledge and understanding of supervision / management, giving the delegates a sound basis and methods for applying proven management practice.

Managing staff effectively is a rewarding aspect of management. Organisation, team and individual successes come from good management. This course addresses the fundamental knowledge and understanding of management, giving the delegates a sound basis and methods for applying proven management practice.

Managing staff effectively and efficiently is a rewarding aspect of management for both the individuals concerned and the organisation. Organisations, team and individuals success is dependant on good management skills. This course addresses more detailed knowledge and understanding of management principles, giving the delegates further skills to enable the application of sound management practice.

There are three fundamental tools for being an outstanding manager: 1. To be able to motivate your team, 2. To be able to properly delegate to them, and 3. To understand what it takes before a person can be empowered. Whilst some managers are born with an instinct for this, the bulk of managers realise it is a skill they must develop. Learn the characteristics you need to know about a person before you can motivate, delegate or empower them. Look at the rule for delegation, the rules for empowerment, and the information you need to know about your team members before you can properly motivate them.

The purpose of this workshop is to give first time people managers the opportunity to learn the basics of good people management. The workshop will take the approach of the manager ‘facilitating’ staff, enabling them to reach their full potential. This approach focuses on the co-operative use of power with people rather than over them.

Project management has become today’s essential process for achieving results and creating change. This two-day course combines the skills of planning and controlling multiple activities. It is about maintaining focus on successful outcomes and customer needs, handling risk and encouraging new thinking. At its heart are effective communications and an equally effective approach to solving problems. Project management is a fascinating mixture of special techniques, personal influence and common sense.

Are you working within the requirements of the law and getting the most from your staff? This course looks at good prectice throughout the employment relationship from appointment to termination, and everything in between. Skills relating to people management will be explored and developed along with technical insight to ensure that managers are not managing people beyond their competence. During the 2 days, delegates will consider how to manage the performance of their staff from the exceptional to the underachievers, all with a legal and business focus. The key theme throughout the sessions will be 'getting it right' and maintaining the dignity and respect of employees throughout any processes.

Effective managers understand behavioural differences and have the flexibility to comfortably use different management approaches in different situations. Effective managers choose to develop their present skills and build upon that foundation. This programme has been designed to determine the most effective management approach as each session introduces key skills, knowledge and attitude training needed to become more effective. It takes the approach of the manager 'facilitating' staff, enabling them to reach their full potential. This approach focuses on the co-operative use of power with people rather than over them.

This course takes the foundation of the selling skills developed on the first day and extends them further. A key to this course is moving from selling to your clients, to becoming the client’s partner, making the sale almost automatic. The course aims to give a really clear picture of the difference in customers, introducing the delegates to behaviour based selling and how to adjust their style to sell to them. Through a unique workbook it develops the four different stages of a typical sales interview and how to ensure that we don’t fall into one of the fifty reasons given for losing a sale. It looks particularly at how to overcome objections, and ends the day in the best tradition of selling by looking at the close and ensuring that we don’t lose the sale at this point, and well as setting in place a personal growth plan.

Selling and presenting go hand in hand. Every time you are in front of a client it is a presentation, yet most do not prepare for it in the same way they would if they knew they were speaking to a room full of people. This course prepares delegates to present to any situation, with a special emphasis on selling not only a message but also a product offering. By the end of a very interactive day the delegate will have all the tools needed to professionally present and sell their business concept.

This highly practical and workshop has been designed to help anyone involved in creating promotional or informative material to both understand the importance of using words effectively and to improve their copy writing skills. The workshop will appeal to executives in businesses and organisations of all types and sizes who face the daunting task of generating written material that must both interest and inform the target audience. The workshop is particularly ‘hands on’, with the emphasis on ‘making words work’ and there will be ample opportunity to create and review a wide variety of word based activities.

This course takes anyone in sales, either new to the profession, or an old hand, and will make them look at every aspect of their preparation, presentation, and ability to pick up the order. It covers the fundamentals of selling, whilst also pushing the boundaries of knowledge for anyone experienced in sales. There are two key commandments that will be new to most sales people and that is ‘No pain, no gain, no sale’ and ‘Making the close automatic’. This will be a day of transformation for anyone in the sales profession

Champion sales people know there is a set of skills needed to make and negotiate a sale. These skills can turn a prospect into a completed sale, with the best possible return to the company. Champions use the techniques taught on this course to counter objections, rejections, or attempts to reduce the price and turn them into successful sales with long-term customer loyalty. The course is designed for those who want to become the best in their field.

People often say that a person is a good negotiator, and assume they were born that way. The reality is that most of the best negotiators have had formal training and any person who tries to negotiate without training is likely to be at a disadvantage. This course helps achieve the win-win where all parties come away satisfied and feel that they have achieved the best deal. It will arm you with the necessary tools and skills that will enable you to get the buy-in that will bring them round to your way of thinking – without relying on the finite resources of manipulation. The course will also help you understand the major difference between influence and negotiation, and how not knowing the difference can cost you the deal.

Do you have to deal with demanding or challenging customers face-to-face or on the telephone or both? Are you looking for creative as well as practical solutions that work? This course is designed to reduce your stress, frustration, anger, disappointment or even, at times, feeling of inadequacy when you ask yourself, “What can I do or say next to address this problem?”. Working with your challenging and demanding customers professionally and positively can make the difference between building a customer’s loyalty or losing the customer forever. Outstanding customer service can create the competitive edge that makes or breaks an organisation. We all recognise that customer needs and high expectations are increasing.

Do you have to deal with demanding or challenging customers face-to-face or on the telephone, or both? Are you looking for creative as well as practical solutions that work? This course is designed to reduce your stress, frustration, anger, disappointment or even, at times, feeling of inadequacy when you ask yourself, “What can I do or say next to address this problem?”. Working with your challenging and demanding customers, professionally and positively, can make the difference between building a customer’s loyalty or losing the customer forever. Outstanding customer service can create the competitive edge that makes or breaks an organisation and customer needs and high expectations are increasing. During this workshop, you will learn how to manage demanding customers in a professional, decisive and constructive manner so that all parties are content

This highly informative workshop will encourage businesses to take a fresh look at their marketing practices and principles, and enable those businesses to maximise from any opportunities created by the current downturn in the economy as well as minimising any competitive threats. The workshop will also help delegates to value the current marketing expenditures and decide how best to commit further budget. Key areas include the use of web based marketing and retention of good relations with existing customers.

Selling over the telephone is both an art and a science. This course equips delegates with an understanding of how the telephone works in a sales capacity and how to use it to optimum advantage, and the process for any sales call.

This highly informative workshop will encourage businesses to take a fresh look at their marketing practices and principles, and will enable those businesses to understand more about getting value from their marketing budgets, for maximum impact! The workshop will also help delegates to consider their marketing practices in light of constantly developing e-technology. This is an ideal opportunity to reflect, review and re-think your marketing stance, practices and processes.

Selling by phone requires an additional group of skills to those for face to face selling. Not only can the customer’s body language (which is 55% of our impact) not be read, but equally the customer has no visual stimulus. He relies therefore, on the descriptive statements and vocal tones. To successfully achieve this requires preparation and an understanding of how different customers react. Whilst there are skills related solely to the telephone, champion sales people are also highly skilled in the keys of selling, have an understanding of why customers buy and how to make them say “yes” and place an order. This course covers both skill sets as they are inseparable in selling.

There are great sales people, there are great managers and there are great sales managers. This one-day workshop will help you become a great manager of a sales team. Many great sales people do not make the transition to become good, let alone great sales managers and this workshop will give you the essential skills and knowledge to become a great sales manager. You have probably been appointed as a sales manager because you are very good at ‘doing’ sales. You will learn on this course the essentials of leading, managing, coaching and inspiring the very best from your individual’s in the team and generating a successful sales team. By the end of the workshop you will clearly understand the essentials of sound sales management, the transition you need to make and some exciting techniques for getting the very best performance from your sales team.