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This section brings together a selection of training materials which you can use with your people or to facilitate your own self-learning. Clear instructions for the leader and the trainee are included. Get your team to focus on what achieves quality service, help yourself to understand what to do as a new leader, how to work with difficult people, how to improve procedures – all these and others are included in these highly practical and effective sessions. You don’t have to be a trainer either!

The new manager!

Rating:

(34 votes) Kate Cobb

Do you wish to explore your personal and corporate values and beliefs? Consider changes in current management practice? Write a vision statement? Explore how to bring your humanity into business? Then this article will assist you in becoming the manager we need for the 21st century; a manager who uses creativity and intuition and who is committed to ethical business practices.

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The new manager! - coaching session

Rating:

(45 votes) Kate Cobb

This coaching session will assist your clients explore the world of personal and corporate values and beliefs including writing a vision statement. If they are dissatisfied with current management practice, want to change and bring their humanity into 21st century corporate life, this helps you to coach them towards change.

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Rating:

(34 votes) Kate Cobb

Are you interested to find out more about who you are? Do you want to feel in control of your life? Do you like the idea of work/life balance but don’t know where to start? This article will assist you in thinking more about the person you are and the person you want to be. Then, as a rounded human being, you can be a more effective manager.

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Who are you? - personal workbook

Rating:

(13 votes) Kate Cobb

Are you interested to find out more about who you are? Do you want to feel in control of your life? Do you like the idea of work/life balance but don’t know where to start? Then this workbook and its exercises will assist you in thinking more about the person you are and the person you want to be. It will give you a good start in planning the rest of your life!

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Why your next job is important

Rating:

(43 votes) Janet Hope

If you are tired of your current job, yearn for something different or feel you are drifting, then this article will help you to assess your situation. Doing the wrong work or enduring a job is a waste of your talents and potential. This article will help you discover what it is you want from work and what steps you could take to land that dream job.

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Why your next job is important - coaching session

Rating:

(89 votes) Janet Hope

This one-hour session is designed as a self-coaching tool. It aims to focus your attention on the small yet significant steps you can take towards safeguarding the well being of your career. By considering your position and planning ahead you are more likely to spend the next ten years doing the right type of work. This title uses United Kingdom data but the principles are usable and appropriate in all countries.

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I’m a new leader, what do I do?

Rating:

(78 votes) Janet Hope

This article is about being a leader. It focuses on putting theory into practice. It will help you distinguish between management and leadership, be clear about behaviors that go with leadership and provide food for thought. You will be challenged to think about what makes a good leader and explore what kind of a leader you wish to be.

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I’m a new leader, what do I do? - coaching session

Rating:

(56 votes) Janet Hope

These coaching session resources are designed to support the title ‘I’m a new leader, what do I do?’ The resources are useful for training personnel or experienced managers whom are responsible for guiding new managers in leadership principles and practice.

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Running a project team

Rating:

(78 votes) Kate Cobb

This article gives you the essentials for running a project management team. It covers project leadership skills, the stages a team needs to go through to achieve its deliverables and the team roles required. It helps you to think beyond mere project management software to the key issue of dynamic team management and how to get results through others.

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Running a project team - training session

Rating:

(67 votes) Kate Cobb

This participative training session for use by trainers and project managers gives participants an opportunity to explore the essential aspects of running a project management team. It covers project leadership, team development stages and the team roles required for the successful achievement of the team’s deliverables.

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Working with difficult people

Rating:

(43 votes) Janet Hope

It is often said that ‘it is not the person that is difficult, it is the situation’. Whilst situations do have a significant impact, we do have to deal with very difficult people from time to time. This article explores practical skills and practices that help to ensure that all people are working as a team.

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Working with difficult people - presentation

Rating:

(55 votes) Janet Hope

This presentation is designed to accompany the ‘Working with difficult people’ title by Janet Hope. The target audience is supervisors/line managers engaged in developing their team. The presentation can be a stand-alone item for inclusion in a team meeting or can form part of a team building/away-day event. It is a visual, interactive format aimed at heightening self-awareness of one’s behavior.

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Seven steps to quality service - Setting up and running the workshops

Rating:

(34 votes) David Illingworth

This preliminary module is essential reading and preparation prior to running a successful program of seven training courses. It gives practical and general guidance on preparing, running and completing any of the seven workshops within the ‘Seven steps to quality service’ program.

How to prepare and set up the seven workshops.
How to focus on success during the running of the seven workshops.
How to successfully finish a workshop and write action plans.

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Seven steps to quality service - Step one - giving good service

Rating:

(32 votes) David Illingworth

Step one in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘giving good service’, leads to practical action plans for making a difference. Step one contains a leader’s guide and a participant’s workbook.

How to identify the characteristics of good and bad service.
How to identify your customers and what these customers want.
How to increase customer satisfaction.

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Seven steps to quality service - Step two - improving our products

Rating:

(23 votes) David Illingworth

Step two in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our products’, leads to practical action plans for making a difference. Step two contains a leader’s guide and a participant’s workbook.

How to analyze the characteristics of good quality service
How to understand the Total Service Package
How to improve your products and services

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Seven steps to quality service - Step three - improving our people skills

Rating:

(34 votes) David Illingworth

Step three in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our people skills’, leads to practical action plans for making a difference. Step three contains a leader’s guide and a participant’s workbook.

How to identify good people skills in leaders and staff
How to use good people skills for improving your quality of service
How to identify your people skills and improve them

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Seven steps to quality service - Step four - improving our procedures

Rating:

(78 votes) David Illingworth

Step four in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our procedures’, leads to practical action plans for making a difference. Step four contains a leader’s guide and a participant’s workbook.

How to identify the ‘Moments of Truth’ for customers
How to change your procedures in order to improve the ‘Moments of Truth’
How to change internal procedures in order to improve the customer experience

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Seven steps to quality service - Step five - improving our packaging

Rating:

(67 votes) David Illingworth

Step five in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our packing’, leads to practical action plans for making a difference. Step five contains a leader’s guide and a participant’s workbook.

How to identify the characteristics of good packaging
How to improve your team’s workplace from a customer’s point of view
How to improve your organization’s packaging

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Seven steps to quality service - Step six - managing difficult situations

Rating:

(45 votes) David Illingworth

Step six in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘managing difficult situations’, leads to practical action plans for making a difference. Step six contains a leader’s guide and a participant’s workbook.

How to handle difficult people and situations at work
How to find effective solutions for managing difficult people and situations
How to handle complaints effectively

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Seven steps to quality service - Step seven - building on success

Rating:

(43 votes) David Illingworth

Step seven in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘building on success’ leads to practical action plans for making a difference. Step seven contains a leader’s guide and a participant’s workbook.

How to set team goals for achievement and improvement
How to set individual goals for achievement and improvement
How to develop an improvement plan for your organization

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Getting the right person for the job

Rating:

(45 votes) Kate Cobb

This article gives a comprehensive overview of the selection process. It focuses especially on the importance of the person specification in recruitment, leading to clear job advertisements and logical interviewing questions to ensure you select the ideal person to fill your vacancy.

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Getting the right person for the job - training session

Rating:

(23 votes) Kate Cobb

This participative training session for use by trainers and recruitment managers gives an overview of the recruitment process, shows the importance of the person specification in job selection and how interviewing questions can be planned so that the ideal candidate is found.

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