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Business Skills

Dealing with Difficult People & Customer Complaints

Date: Friday 25 April 2008
Cost: £150 per person

Learning how to manage complaints calmly and constructively will help you resolve conflict, leading to improved customer relations. Any business or organisation potentially has to deal with difficult personalities, and the wrong approach can often make matters worse. This workshop will introduce you to strategies for dealing with different types of difficult people in various situations. Get equipped with reliable techniques that will extend beyond the workplace.

Why? Save Time and Improve Customer Relations!

Time Management

Date: Tuesday 29 April 2008 & Friday 20 June 2008
Cost: £150 per person

Too much to do but too little time? There are times when we can feel overwhelmed by the pressures of work and there are occasions when we can waste time with indecision or distraction, consequently putting ourselves under unnecessary pressure and stress. However, there are ways to achieve your goals and meet your deadlines with our valuable and practical techniques for using your time in a smarter, more effective way. Planning ahead and learning to prioritise will reduce stress, increase efficiency, keep interruptions short and help you manage your day. Good time management is an essential tool in business but will also impact on your personal time, to help you aim for a healthy work:life balance.

Why? Save time, improve efficiency, improve performance and decrease stress!

Presentation Skills

Date: Wednesday 14 May 2008
Cost: £150 per person

Presentations are one of the most feared things in our modern-day lives! But presentations could and should be useful, interesting and even fun in some cases! In this workshop we’ll give you techniques on how to prepare, keep your audience engaged, make sure your message is getting across and be confident in your skills as a communicator. This lively and interactive workshop will give you some valuable techniques to conquer nerves and design your approach. Your newly discovered confidence will also be invaluable in many other areas.

Why? Message received and understood!

Customer Care & Customer Service

Date: Friday 16 May 2008
Cost: £150 per person

If you consider how much influence the standard of customer service can have – good or bad – it’s important to decide whether your business will thrive or develop without a policy of good customer relations and good customer service. We can probably all share good and bad experiences but for our business we should all aim for excellent customer service! This workshop will encourage you to review your current practice, acknowledge your strengths as well as your weaknesses and prepare for improvement. In a competitive market a reputation for good customer care and customer service can give you the leading edge. Your customers should want to stay, not stray!

Why? Your customers ARE your business!

Assertiveness

Date: Thursday 12 June 2008
Cost: £150 per person

It’s a common wish to feel more confident when handling difficult people or situations in our daily lives. We feel more assertive if we have made ourselves clear and are able to maintain our self esteem in awkward situations. Learning to understand and appreciate yourself, your behaviour and how you react will help you adopt some clearly defined techniques to show assertiveness, in a non-aggressive and reasonable manner. This workshop will encourage your first steps to a positive new attitude and how to reach your potential.

Why? Build confidence, improve communication, enhance effectiveness and develop your potential!

Minute Taking

Date: Friday 18 July 2008
Cost: £200 per person

Minute taking is an extremely useful tool and an effective form of communication in business. However, it is essential that the minutes you take are clear, concise and accurate for them to be of value. Therefore, the skills of the minute taker are crucial regardless of the size of the meeting. During this workshop you will learn about different types of meetings, minutes, writing styles and layout, working with the Chair and clarifying action points. You’ll also learn how to improve your listening skills and identify what is relevant, to make your minutes clear, useful and professional.

Why? Clear reporting, clear actions, clear reference points, useful purpose, great skill!

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