Business Skills Training Course Catalogue 2013/14

Business Training Courses2013/14 Catalogue

Being good in business is the most fascinating kind of art. Making money is art and working is art and good business is the best art.:: Andy Warhol

1

Soft Skills Courses Overview

CategoriesBusiness Skills ................................................................... 3Communication ............................................................... 17Customer Service ............................................................ 29Export ............................................................................. 37Finance ........................................................................... 43G.I.L.T ............................................................................. 49Health and Safety ............................................................ 55Human Resources ........................................................... 61International Business ...................................................... 73Management and Leadership .......................................... 81Marketing ........................................................................ 91Personal Development ..................................................... 99Sales ............................................................................. 113

Trainer Profiles ............................................................... 125Our Courses .................................................................. 129Coaching ....................................................................... 131About Kwintessential ..................................................... 132What Our Clients Say .................................................... 134Contact us ..................................................................... 136

Kwintessential :: Soft Skills

22

I feel like I have gotten to

know my colleagues better over the course of the training and feel that

as I go forward I will have a stronger bond

with themDelhaize Group

3

Skill Specifi c Courses

BusinessSkills

Kwintessential :: Business Skills

Introduction to Risk Management .................................... p4Conducting Effective Meetings ........................................ p5Presentation Skills ........................................................... p6Introduction to Business Process Mapping ..................... p7Developing a Business Plan ............................................. p8Effective Business English ................................................ p9Taking and Writing Effective Minutes .............................. p10Networking Master Class ............................................... p11Planning, Organising and Controlling Projects ................ p12Advanced Report Writing ............................................... p13

4

AimIn this course, participants will gain in-depth information and practical skills in respect to analysing, identifying and mitigating risks in their daily activities.

Who for?Managers and specialists with a need to manage risk within their role.Those wishing to develop a more detailed understanding and control over their proposed plans of actions and the associated risks when doing so.Bid and tender writers.

Upon completion of this course you will be able to: | Value risks as a resource for effi cient management | Focus on your objectives by understanding and mitigating risks from the fi rst stage of planning action

| Design and implement effective risk control measures

A typical course covers the following sections: | Understanding risks and uncertainties | Analysing internal and externals risks | Gaining control over potential problems and challenges | Create mitigating plans | Translating risks into budgetary needs | Action planning

Included in our Training CoursesLunch, refreshments and supporting material are included in our training fees. Certifi cates are issued upon completion of the session.

BookingThis course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset.

Introduction to Risk Management

Business Skills :: Kwintessential

Course Code: BSIRM

Both instructors

were aff able and approachable and I

would have no hesitation in recommending them

or using them again.JX Nippon

5

AimMeetings and business discussions are a vital part of an organisation’s decision-making process. However, for many, these interactions can be meaningless, lead to interpersonal confl ict and equate to failure to meet objectives and wasted time. During this workshop, you will learn how to plan and facilitate meetings and group discussions effectively. You will be introduced to a range of tools and techniques that will increase participant interaction, enthusiasm, productivity and commitment. Who for?Managers and professionals from all sectors with responsibility for facilitating groups or teams and ensuring successful group outcomes.

Upon completion of this course you will be able to: | Identify the role, responsibilities, skills and characteristics of an effective facilitator | Create a targeted agenda to make meetings productive | Start up, manage and close effective meetings | Encourage involvement from all participants | Provide constructive feedback | Handle diffi cult situations and diffi cult people

A typical course covers the following sections: | Defi ning facilitation – purpose, benefi ts and role of facilitation | Psychology of groups – understanding adult learning, group dynamics and team development

| Planning the meeting – defi ning, clarifying, establishing, and building | Facilitating the meeting – encouraging, empowering, evaluation and follow-up | Developing your communication skills – questioning and listening techniques | Facilitation practice



Conducting Effective Meetings


Course Code: BSCEM

6

AimMany of us try to avoid presenting and when we have to do it, it is usually a case of ‘surviving’ the experience. However, presenting is a core business skill and, as such, we are typically expected and required to be good at it. The good news is all of us can learn to be good, if not excellent, presenters. This course provides you with the opportunity to signifi cantly improve your ability to speak confi dently and deliver persuasive messages by practising and delivering presentations in a safe environment with personalised feedback.

Who for?Anyone who wants to speak confi dently and professionally in front of small and large groups, whilst simultaneously inspiring their audience.

Upon completion of this course you will be able to: | Speak to groups in a convincing, confi dent, clear and professional way | Identify and apply the key skills of effective presenting | Plan, prepare and structure your presentations more effectively | Keep the audience focused on you and your message | Achieve the right balance of credibility and approachability | Handle complex situations and people more confi dently | Use visual aids to enhance rather than detract from your presentation

A typical course covers the following sections: | Planning your presentation (identifying your goals and defi ning your objectives) | Designing your presentation (opening with impact, closing with fl are) | Building confi dence (reducing the tension, tips and techniques) | Engaging your audience (making a positive fi rst impression, modulating your voice) | Interacting with the group (conveying content through topical questions, handling questions) | Delivering your presentation (applying your presentation skills) | Action planning


BookingThis course is available as either an in-house course (tailored to meet your specifi c organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset.

Presentation Skills


Course Code: BSPS

7

AimEffective business processes are essential to the delivery of organisational objectives. They govern behaviour, compliance, ensure quality delivery of work based activities and enable a system for measuring areas such as productivity. The competence of an organisation in respect to identifying, developing, implementing and further improving internal business practices is essential to organisational success.

Who for?All managers and specialists with a need to establish a system of business processes or those for whom on-going improvement has become a concern.

What are the benefi ts? | Understand and control business processes from beginning through to end

| Identify opportunities for development and improvement | Understand ineffi cient processes and obstacles to on-going process improvement

A typical course covers the following sections: | Identifying your business priorities | Learn how to map business processes | Model simple business processes | Understanding key steps in business process mapping | Evaluating processes | Identify improvements | Action planning



Introduction to Business Process Mapping


Course Code: BSBPM

I found the entire

course really enjoyable and

very worthwhile. The trainer was

brilliant! Future Plc

8

AimIn this course, participants will gain knowledge and practical skills to develop a successful business plan. You will understand the purpose and crucial elements of a business plan, whilst developing an understanding of the way in which an effective business plan can make a signifi cant difference to your business.

Who for?Anyone who wants to develop a business plan or understand the principles involved in business planning such as business owners, directors and strategic managers.

Upon completion of this course you will be able to: | Use the business plan as a platform for business feasibility assessment | Provide a focused and practical plan for yourself, your team and your business | Focus on your objectives and key areas of concern. | Communicate your purpose and potential | Identify and break down costs with the intention of establishing how much money needs to be invested or fi nanced

| Gain funding and support from banks and sponsors | Identify your goals, market and competitors

A typical course covers the following sections: | What is a business plan? | What is its purpose? Why do you need a plan? | Understanding the essential components of a business plan | Exposure to sample business plans | Understanding areas to avoid when compiling a business plan | Understanding the relationship between the business plan, strategic plans, budgets and related business areas

| Ensuring that your business plan is consistent and compelling



Developing a Business Plan


Course Code: BSDBP

9

AimIn this course, participants will improve their business communication in English. You will learn how to communicate confi dently and effectively.

Who for?Anyone who wants to improve their business communication in English.

Upon completion of this course you will be able to: | Use English effectively for business | Check that your communication is working – and know what to do if it isn’t | Communicate in a professional style and manner | Avoid common errors and use sentences, paragraphs and punctuation correctly and effectively

| Write for the desired results | Edit and proof read your written copy | Feel confi dent about communicating with authority in a business context

A typical course covers the following sections: | What is business English? | Effective business style communication | Tips for using varying sentence patterns and sentence lengths

| Being direct: less is more | Pointers for adding zing to your communication | Rules for capitalisation | Punctuation made easy | Secrets of spelling | New business usage standards | Proofreading or editing



Effective Business English


Course Code: BSEBE

The trainer was very

experienced and added a great

value to the courseOerlikon

10

AimThis interactive workshop is designed to equip participants with the knowledge and skills to write effective meeting minutes.

Who for?This training course is aimed at participants who want to learn how to write effective meeting minutes. Although the potential scope is broad, the course is most commonly requested by administrative assistants, PAs and secretaries.

Upon completion of this course you will be able to: | Prepare for a meeting as a minute-taker | Describe a range of tools and methods to record meeting content | Appreciate the importance of active listening when taking minutes | Identify the different minute styles (e.g. formal minutes, information minutes, action minutes) | Understand how to present minutes in different formats | Describe and identify the roles people hold in meetings | Explain how to respond to issues of confi dentiality

A typical course covers the following sections: | Review of why meetings are held and their varying purposes | Identifying the roles and responsibilities of meeting attendees | Planning and preparing for meetings, including working with the chairperson | Exploring the different types of minutes, tools and methods for recording notes | Identifying the skills needed to write effective minutes | Review & action planning



Taking and Writing Effective Minutes


Course Code: BSTWEM

Many thanks to the

trainer, she was excellent.

Copart

11

AimIn this course, participants will gain practical skills to develop a business network. You will be provided with techniques that help you building up your network successfully.

Who for?Anyone who is required to network within their role and who needs to improve their skills.

Upon completion of this course you will be able to: | Develop greater self confi dence in respect to your ability to network through an understanding of networking tips and techniques

| Be outgoing with individuals and groups | Gain self awareness of the fi rst impression you make | Learn how to attract attention and represent you and your company successfully | Identify possible business partners

A typical course covers the following sections: | What is networking and what can be achieved? | Are you ready? – confi dence, language & purpose | The opportunity – exploring organisations, venues and online possibilities | Dress for success – attire and non-verbal behaviour | Tips for confi dence and coming from a resourceful state | 10 things NEVER to do | Cold calling, elevator pitches, coaching, facilitating and bonding | Follow up and warming up relationships | CRM, data systems, auto-responders and newsletters | Converting networks into profi table business



Networking Master Class


Course Code: BSNMC

12

AimIn this course, participants will gain the practical skills to develop and implement effective project planning techniques and strategies. Project management skills are essential for the breaking down of large requirements into logical and sequential activities which can be delivered to deadlines. The techniques which enable a project manager to do this effectively are essential across all elements of the planning, organising, controlling and delivery schedules.

Who for?Anyone who wants to improve their productivity by managing their time and activities more effectively. It will also be benefi cial to project managers who need to further enhance their skills and individuals interested in entering the project management fi eld.

Upon completion of this course you will be able to:

| Understand the fundamentals of a project, the project life cycle, project methodologies and project management roles

| Complete an organisational analysis | Gain confi dence in how to sell a project to business managers and the Board

| Appreciate and understand how to manage budgets for ‘added value’

| Produce a stakeholder engagement plan, resource plan, programme plan and work stream portfolio and reporting processes



Planning, Organising and Controlling Projects


Course Code: BSPOCP

Many thanks to the

trainer, she was excellent.

Copart

A typical course covers the following sections:

| The function of project management | Design a business case | Design a programme plan | Risk assessment and budgeting | Getting the Board on board | Motivation and communication across project team members

| Project reporting | Action planning

13

AimThis interactive workshop is aimed at participants who are currently producing competent reports and who are looking to increase the effi cacy and infl uence of their documents.

Who for?Anyone who is looking to further enhance their report writing skills.

Upon completion of this course you will be able to: | Defi ne reader requirements and use these requirements as the basis for establishing a comprehensive approach to the structure and content of the reports

| Appreciate the varying formats and layouts for reports | Know how to write a clear report | Explain how to craft a compelling and persuasive argument in a report | Be confi dent in using statistical information in a report | Appreciate the importance of editing and proof reading

A typical course covers the following sections: | Identifying your audience | Refresher of the principles of clear writing | Exploring how to write a compelling argument – individual refl ection/paired exercises

| Dealing with overload | Exploring the most effective way to present statistical information in your report – tutor input and paired exercises

| Page layout and document design | The use of simple English to convey content | Review & action planning



Advanced Report WritingCourse Code: BSARW


Appreciate the importance of editing and proof reading


Exploring how to write a compelling argument – individual

Exploring the most effective way to present statistical information in your report – tutor input and paired

The use of simple English to convey content

Planning, Organising and Controlling Projects

14

If you want to build a ship, don’t drum up people to collect

wood and don’t assign them tasks and work, but rather teach them to long for the

endless immensity of the sea.::Antoine De Saint Exupery

15

1616

Even at my age, I learned

many new facts regarding this

subject Perstrop

17


Communication

Kwintessential :: Communication

NLP and Communication .............................................. p18Communication Skills .................................................... p19Creating Value on the Telephone .................................... p20Essential Business Grammar ........................................ p21Essential Business Writing Skills .................................... p22Mastering the Art of Public Speaking ............................. p23Mediation at Work ......................................................... p24Persuading and Infl uencing ............................................ p25Presenting and Speaking with Confi dence ..................... p26

18

AimThe NLP model focuses on the way in which we communicate both internally and externally, the processing and recall of communication and the way in which communication can empower an outcome. As such, it lends itself greatly to any training session focused on communication. This course will equip participants with a range of tools and techniques which are of signifi cant benefi t to the way in which we communicate with others and achieve our desired outcomes.

Who for?This course is targeted at anyone who needs to further improve their communication skills within the workplace. Individuals with a general interest in NLP as a tool for effective performance may also benefi t from the training.

Upon completion of this course you will be able to: | Understand the way in which we communicate at an unconscious level with others and with ourselves

| Appreciate how emotional triggers work to create psychological/physical states and how to manage those triggers to give you greater fl exibility in your life

| Develop skillful, elegant use of language patterns that motivate and infl uence | Build the very deepest level of rapport with individuals and groups | Explore your relationship with others and with yourself

A typical course covers the following sections: | The history, defi nitions and presuppositions of NLP | The NLP Communication Model | The NLP Change Model | The powerful mind-body connection and how to use it to make life easier | The Feedback Model – how to give and receive feedback positively and effectively | Rapport – how to build and improve relationship skills | How to increase your linguistic fl exibility and overcome limiting beliefs



Neuro Linguistic Programming (NLP) and Communication

Communication :: Kwintessential

Course Code: CONLPCO

19

AimThe ability to communicate effectively lies behind the success of anything we do. Failures in this respect impact organisational effi ciency and are often demoralising for those concerned. Communication skills are therefore an essential part of everybody’s standard toolkit and understanding the role of communication is essential. During this course, you will gain the skills to collaborate with others and leave the workshop with a clear plan of how to improve your communication style and technique.

Who for?Anyone who wants to strengthen their communication and collaboration skills and work confi dently with others.

Upon completion of this course you will be able to: | Communicate effectively, confi dently and clearly | Build up stronger business relationships | Avoid misunderstandings | Use communication as a tool to achieving your needs

A typical course covers the following sections: | Key characteristics of a skilled communicator | Different communication styles | Presenting a positive image through communication | Understanding common barriers to communication | Achieving results in your communications with others | How to build collaborative relationships that emphasise trust and respect | Communicating effectively using simple, concise and direct language | Enhancing your active listening skills to avoid common misunderstandings | How to foster effective communication within your workplace | Dealing with diffi cult communication scenarios



Communication Skills


Course Code: COCS

I found the programme

very interesting and informative

- I think it will help build

more positive relationships in

the futureUbisoft

20

AimThe telephone is a powerful tool for professionals to market their products and service. It is also an underestimated tool that can provide increased sales when used effectively. In this course, participants will gain practical skills to develop and implement a framework for successful value-creation in the minds of their prospects.

Who for?Anyone within sales and marketing who uses the telephone to persuade prospects or to maintain client relationships.

Upon completion of this course you will be able to: | Understand the power of the telephone | Appreciate the barriers the telephone creates in the mind of your prospect | Know and use the 6 key persuaders to increase sales | Increase interest from prospects effortlessly | Drive up your personal results

A typical course covers the following sections: | Why the phone creates barriers | The 9 steps to creating value | The 6 key persuaders | The skills to creating value | Action planning



Creating Value on the Telephone


Course Code: COCVT

21

AimWhen producing business communications and documents, grammar is essential. Errors in grammar make the document less plausible and lead the reader to question the competence of the author. The aim of this course is to ensure that the participant gains the skills and insight to produce grammatically well written documents which present them in a positive light.

Who for?This course is aimed at anyone responsible for producing written documents and who is uncertain in respect to the rules of grammar.

Upon completion of this course you will be able to: | Use English grammar to improve your communication | Improve your grammar for business purposes | Check your grammar | Practice your grammar for the desired results | Feel confi dent about writing and speaking effectively

A typical course covers the following sections: | Strategies for eliminating stiff, formal language and avoiding wordiness | Understanding why concise communication is imperative today, whether you’re writing a formal report or an e-mail

| Grammar blunders professionals most frequently make | How to use active verbs and voice to communicate more powerfully | Tips for using varying sentence patterns and sentence lengths | Punctuation made easy | New business usage standards | Proofreading or editing?



Essential Business Grammar


Course Code: COEBG

22

AimIn this course, participants will learn the essential skills of business writing. By the end of the course they will be able to apply these skills to create emails, letters and reports that grab their reader’s attention, deliver their message concisely and create a change in the reader’s thoughts, feelings or actions.

Who is it for?Anyone who wants to better write more powerful emails, letters or reports.

Upon completion of this course you will be able to: | Harness greater effectiveness in written communication | Save time as your messages become less complicated and easier to understand | Create greater success in your career as your messages are recognised as being powerful and concise

A typical course covers the following sections: | Identifying your reader and choosing the most effective form of correspondence | Grabbing your reader’s attention | Writing effectively | Punctuation, grammar and structure | Creating user-friendly layouts | Writing powerful letters and emails | Writing effective reports | Applying your new writing skills to your work



Essential Business Writing Skills


Course Code: COEBW

Very interactive

part, good in depth knowledge

of the trainer Cassidian

23

AimIn this course, participants will gain practical skills to successfully present public speeches. You will acquire the tips and techniques to help you confi dently deliver an engaging speech.

Who for?Anyone who wants to improve their skills of speaking in public.

Upon completion of this course you will be able to: | Empathise with your audience by reading their body language | Increase awareness of your own body language and self-presentation | Use voice modulation effectively to engage your audience | Choose audio visuals to enhance your speech | Overcome stage fright | Prepare your speech

A typical course covers the following sections: | Successful speech components | How and when to use audio visual aids | Connecting with your audience through storytelling techniques, humour and other hooks | Using your body language and voice to positive effect | Understanding potentially embarrassing downfalls | Techniques to work off stress | Practice | Performance



Mastering the Art of Public Speaking


Course Code: COMAPS

24

AimWorkplace acrimony can be extremely detrimental to the organisation. It may lead to loss of motivation for the employees involved, grievances, poor productivity or workplace absence. Through effective mediation between the individuals involved, an employee equipped with the appropriate skills can make a signifi cant difference by facilitating resolution and preventing escalation of issues or employment tribunals. This course aims to equip participants with the skills necessary to successfully mediate between parties.

Who for?Managers, employee representatives and HR professionals.Other employees who wish to enhance their interpersonal skills.

Upon completion of this course you will be able to: | Understand and detect signs of confl ict escalation | Resolve confl icts in a respectful and dignifi ed manner | Increase collaborative effort and results | Minimise workplace disruptions | Understand the fi ve confl ict behaviours | Further improve your interpersonal skills

A typical course covers the following sections: | What is the life cycle of confl icts? | How confl icts infl uence relationships and work performance | The Confl ict Profi le | Effective mediation skills | The steps to effective mediation | Overcoming communication barriers | Action planning



Mediation at Work


Course Code: COMW

25

AimLearning how to infl uence and persuade others is one of the most valuable and transferable skills. This course is designed to enable you to be more confi dent, infl uential and persuasive at work. It will help you maximise your presence and create a powerful impact on the people that you meet and work with. In order to infl uence the thinking and behaviour of others and persuade them to your way of thinking, you need to build relationships and communicate confi dently and assertively, even when under pressure. This workshop will help you to achieve that through a mixture of theory, self-analysis, discussions and practical exercises.

Who for?Anyone who wants to improve their ability to persuade and infl uence others in the workplace, get themselves heard and encourage others to value their opinion whilst making a greater impact on those around them.

Upon completion of this course you will be able to: | Communicate in a more persuasive and confi dent manner | Build stronger working relationships whilst presenting yourself in an assertive manner | Recognise your own natural infl uencing style and that of others to increase your chances of achieving your goal

| Achieve more win- win outcomes

A typical course covers the following sections: | The positive use of power | Preparing the ground | Infl uencing styles | Pulling and pushing power | Achieving win: win outcomes | Infl uencing scenarios | Concluding the infl uencing transaction | Action planning



Persuading and Infl uencing


Course Code: COPI

Anyone who wants to improve their ability to persuade and infl uence others in the workplace, get themselves heard and encourage others to value their opinion whilst making a greater

Communicate in a more persuasive and confi dent manner Build stronger working relationships whilst presenting yourself in an assertive mannerRecognise your own natural infl uencing style and that of others to increase your chances of

Lunch, refreshments and supporting material are included in our training fees. Certifi cates are

26

AimThis course is aimed at equipping participants with the necessary skills and techniques to improve the quality of their presentations and their credibility with the audience.

Who for?Anyone who wants to improve their speaking and presentation skills.

Upon completion of this course you will be able to: | Present and speak spontaneously | Adjust to the audience | Speak confi dently | Know the importance of ABCD Technique | Use visual aids effectively

A typical course covers the following sections: | Spontaneous speech – short fi lmed exercise with light feedback

| How does an audience listen? Presentation advice for making an impact

| Confi dence Exercises – fi nding your optimal emotional state

| Structuring your talk – Attention, Benefi t, Credibility & Direction – ABCD

| Slides or no slides? When visual aids add and when they do not

| How to prepare for success | Practice session with video and active feedback



Presenting and Speaking with Confi dence


Course Code: COPSC

Presentation clear and concise.

Additional printed materials much

appreciated. The trainer was excellent, really

fi rst classMerz Pharmaceuticals

27

Communication is a skill that you can learn. It’s like riding a bicycle

or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.

Brian Tracy::

2828

I liked the informal setting

& the way the programme was

adapted to my experiences. Chalhoub Group

29


CustomerService

Kwintessential :: Customer Service

An Introduction to Customer Service ............................. p30Customer Service for Credit Control .............................. p31Effective Telephone Skills ............................................... p32Managing Diffi cult Customers ....................................... p33Professional Receptionist Skills ...................................... p34

30

AimIn today’s competitive markets, delivering exceptional customer service is increasingly important to differentiate you from your competitors. The front line nature of a company’s customer service has a direct impact on company reputation and as such is vital to a company’s growth. This course will equip you with the essential skills required to deliver superior customer service. The course also covers diffi cult customer situations and techniques for negotiating a solution or for calming an angry customer when something has gone wrong in the service chain.

Who for?All staff with responsibility for delivering customer service.


| Create service that “delights” not just “satisfi es”

| Appreciate the key role that customer service plays in company reputation

| Understand techniques for managing diffi cult and demanding customers

| Manage complaints effectively and positively

| Use the 3 principles of exceptional customer service



An Introduction to Customer Service

Customer Service :: Kwintessential

Course Code: CSICS


| Key themes in customer service research | Exceptional customer service - what is it and what isn’t it?

| Moments of truth in customer service and consequences of poor service

| Rapport building | First (and last) impressions count | Superior service questionnaire – how good are you?

| In our customer’s shoes – what does the customer expect?

| Role of emailing in customer services | Using assertiveness to respond to diffi cult situations – saying no; disagreeing and negotiation

| Nature of anger and case study in dealing with angry people

| Action planning

31

AimThe need to maintain a positive and friendly approach whilst collecting payments and debt demands excellent customer service. This course will equip participants with the tools and techniques needed to acquire payment whilst managing client interactions in a professional and controlled way.

Who for?Credit control professionals with responsibility for chasing payments and bad debt.

Upon completion of this course you will be able to: | Increase your awareness of the skills and attitudes required for success | Understand the habits and behaviours of great customer service | Increase positive outcomes when chasing debt | Reduce complaints | Manage diffi cult clients | Understand common non-payment excuses, with the ability to manage such responses

| Improve teamwork

A typical course covers the following sections: | Who are our customers? | What are their needs? | What is ‘perfect’ credit control service? | Differences in communication styles | Creating rapport | Active listening | Managing complaints and diffi cult clients | Understanding and managing common non-payment excuses | Measuring your progress towards a perfect credit control service | Action planning



Customer Service for Credit Control


Course Code: CSCSCC

It’s given some

new angles and views for me to

refl ect uponCookson Gold

32

Effective Telephone Skills


Course Code: CSETS

AimThe aim of this course is to raise the awareness of customer service on the telephone and to assist delegates in providing telephone service excellence via established telephone techniques.

Who for?All staff members who use the telephone as part of their normal duties.

Upon completion of this course you will be able to: | Demonstrate a professional image when using telephone conversation as a mean of communication

| Enhance key skills in assertiveness, listening and dealing with challenging callers | Master telephone etiquette in order to provide exceptional service

A typical course covers the following sections: | Nature of communication & choosing the most appropriate method | Importance of fi rst impressions from the caller’s standpoint | Giving callers the wrong impression | Challenges of communicating by telephone | Factors of good and bad communication on the telephone | Essential preparation to take the call | The 6 W’s of message taking | Questioning skills | Active listening skills on the telephone | Factors of voice to add impact - Power, Pace, Pronunciation, Pitch | Tactics and tips to cope with anger and complaints | 3 steps to assertive behaviour | 6 steps to an incoming call | Skill practice to experience the telephone process in practice | Action planning



33

AimThe customers who are the hardest to please can also be the most satisfying. For the positive image of your business it is crucial to adapt the right techniques and coping strategies in order to avoid further problems and to solve crises. With the right skills, techniques, and understanding we can deal with the diffi cult customers in a positive, professional, and constructive way, moving the relationship to a positive platform for the future.

Who for?All staff with responsibility for delivering service to internal and external customers.

Upon completion of this course you will be able to: | Value the need to gain respect and trust from other people | Plan a diffi cult discussion | Adjust your communication style to the type of the diffi cult customer that you are dealing with

| Don’t take things to heart | Understand and practice the 3 steps of assertive behaviour to encourage staff to ‘give off their best’ and to help manage upwards

| Use assertiveness to respond to diffi cult situations – saying no; disagreeing and negotiation

A typical course covers the following sections: | Understanding customer expectations | Identifying “diffi cult” customer types | Infl uencing our customers | Effective communication and assertiveness | Handling customers complaints | Tips and tactics around dealing with angry people | Staying professional under pressure | Action planning



Managing Diffi cult Customers


Course Code: CSMDC

34

AimThe initial contact that a visitor has with the receptionist when entering an organisation lays pivotal foundations for their perception, opinion and expectations of the company. The aim of this course is to equip receptionists and administrations staff with the skills and techniques to provide a great service to guests and visitors.

Who for?All front line staff with responsibility for dealing with visitors.

Upon completion of this course you will be able to: | Appreciate the vital role of the receptionist in creating a good corporate image | Understand your company culture & style and how to project it | Increase self-awareness: what, how and why I do things | Gain strategies to handle diffi cult customers

A typical course covers the following sections: | Image portrayed | Listening skills | Making a great fi rst impression | Image of the reception area | Multi-tasking - managing administrative tasks alongside receptionist responsibilities and inbound telephone calls

| Dealing with cold callers | Your company brand - do you understand and role model this brand? | Handling ‘diffi cult ‘customers? What works well and what doesn’t work? | Delivering excellent customer service every time – how is that possible? | Action planning



Professional Receptionist Skills


Course Code: CSPRS

35

The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.::Jeff Bezos

3636

Trainer’s knowledge was really

impressive and she was really fl exible

as our curiosity raised often random

questions Lloyds TSB

37


Export

Kwintessential :: Exportß

Export Marketing ........................................................... p38Export Procedures and Documents ............................... p39Taking the Risk out of Export Sales ................................ p40

38

AimThis course will help participants understand the challenges, basic and key strategies within export marketing.

Who for?Business owners, directors, managers and executives wanting to maximise their export marketing efforts.

Upon completion of this course you will be able to: | Apply new research techniques | Identify your competitive edge through the marketing mix | Use market intelligence to maximise your proposition | Make the most of new media and e-marketing opportunities | Develop real brand values | Plan a communication strategy

A typical course covers the following sections: | International market research | Products within export marketing | Pricing strategies | Using new research techniques and opportunities | Creating killer marketing propositions | Power promotion and international marketing communications | E-Marketing | The marketing plan – bringing it all together | Action planning



Export Marketing

Export :: Kwintessential

Course Code: EXEXM

39

AimThis practical course helps you to understand and work through the procedures and paperwork involved while conducting international trade. Correct documentation is vital and directly impacts your prospects of securing payment. Good customs compliance is also vital, and can save costs and increase profi tability. This practical course provides an overview of the main documentation and procedures involved in a typical trade transaction and will demonstrate how these benefi ts can be achieved.

Who for?Suitable for those with little export experience who want to understand the basic terminology and activities involved in exporting. It is also a good refresher for those returning to export.

Upon completion of this course you will be able to: | Understand all necessary and relevant documents for export | Understand Incoterms®2010 | Adapt export procedures

A typical course covers the following sections: | Introduction to export | Key export documents (commercial invoice, packing list, export licenses) | Understanding Incoterms®2010 (risk and responsibility of buyer and seller) | Classifi cation of goods for export (EUR1, Free Trade Agreements) | Payments (overview over letter of credits, VAT, bid & performance bonds) | Action planning



Export Procedures and Documents

Kwintessential :: Export

Course Code: EXEXPD

Suitable for those with little export experience who want to understand the

Key export documents (commercial invoice, packing list, export licenses)Understanding Incoterms®2010 (risk and responsibility of buyer and seller)Classifi cation of goods for export (EUR1, Free Trade Agreements)Payments (overview over letter of credits, VAT, bid & performance bonds)

Lunch, refreshments and supporting material are included in our training

This course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open

40

AimThe course will help exporting companies understand how to establish an effective policy when dealing with overseas buyers in new or diffi cult markets and assess the alternative methods of payment as a means of:Securing overseas debtsNegotiating favourable credit terms to promote the growth of sales

The course will also highlight the key mechanisms for improving cash fl ow, managing currency exposures and reducing the risk of exchange losses.

Who for?Staff involved in export sales, marketing or fi nance, who will benefi t from understanding the fi nancial risks, costs and solutions associated with overseas sales.

Upon completion of this course you will be able to: | Understand export credit policy | Apply trade transaction & fi nancing strategies | Manage risks

A typical course covers the following sections: | Export fi nance (key issues, delivery terms) | Foreign exchange risk management | Delivery terms (INCOTERMS 2000) | Bank demand guarantees | Action planning



Taking the Risk out of Export Sales

Export :: Kwintessential

Course Code: EXTRES

41

A word, once sent abroad, flies irrevocably.::Horace

4242

A good

experienceLaureate Education

43


Finance

Kwintessential :: Finance

Effective and Successful Budgeting ............................... p44Finance for Non-Financial Managers .............................. p45Finance for Project Managers ........................................ p46

44

AimThis course is aimed at individuals with responsibility for budget management. It will equip participants with an understanding of all elements of the budget process and associated budget terminology, whilst helping them to manage their budget effectively.

Who for?All individuals involved in the preparation and management of budgets.

Upon completion of this course you will be able to: | Correctly apply different budgeting methods | Understand key terminology | Understand risk and contingencies | Develop and implement successful budgeting processes

A typical course covers the following sections: | Basic principles and concepts | Budgeting preparation | Budget process | Common budgeting issues | Budget reports | Variance analysis and solutions | Presenting the Departmental Budget | Action planning



Effective and Successful Budgeting

Finance :: Kwintessential

Course Code: FNEB

I enjoyed the training very much.

Excellent day. Marathon Oil

45

AimThis course is aimed at managers and staff who have very little formal fi nancial knowledge. Financial and management accounting is explained in simple terms and participants are able to leave the course equipped with the ability to discuss and manage fi nancial activities competently.

Who for?Managers and staff who wish to gain a clear understanding of fi nance and accounting within the business setting.

Upon completion of this course you will be able to: | Understand key fi nancial terminology | Assess fi nancial accounts | Understand fi nancial reports allowing information to be reviewed and understood with competence

| Understand capital expenditure and operational expenditure | Review fi nancial information | Manage budgets effectively

A typical course covers the following sections: | Finance within the business setting | Understanding management accounting | Profi t and loss, cash fl ow and balance sheets | Working capital management | Cost control and cost categorisation | Cash fl ow control | Liquidity | Action planning



Finance for Non-Financial Managers

Kwintessential :: Finance

Course Code: FNNFNM

46

AimEffective management of areas such as cash fl ow, variance, predicted costs, predicted consequences etc. are crucial to successful project management. This course equips the participant with an understanding of key fi nancial areas at all stages of the project lifecycle; ensuring that the participant is able to competently appreciate and understand fi nancial considerations within the projects in which they are working.

Who for?Project managers.

Upon completion of this course you will be able to: | Understand key fi nancial terminology within the project lifecycle | Understand fi nancial considerations at different stages of the project lifecycle | Evaluate risks and defend contingency costs | Administer the project budgets | Appreciate cash fl ow and profi t

A typical course covers the following sections: | Financial evaluation of projects | Project budgeting | Basic accounting principles – valuing risk | Profi t and loss | Communicating with senior managers in respect to costing | Action planning



Finance for Project Managers

Finance :: Kwintessential

Course Code: FNFNPM

47

All money is a matter of belief

::Adam Smith

4848

Excellent presentation

covering a wealth of

informationAircraft Research

Association

The presenter delivered the training course very well – he kept the group engaged and he came across as very professional and well informed

MOOG

49


G.I.L.TGlobalisation, Internationalisation, Localisation and Translation

Kwintessential :: GILT

Negotiation Strategies for Translation Sales ................... p50Selling Skills for Translation Project Managers ................ p51Interpreting at International Conferences ........................ p52

50

AimThis course is focused on empowering sales people within the translation industry to be more effective negotiators. Workshop participants will come away with an understanding of preparing for negotiations, negotiation strategies, managing complicated negotiations and securing the best price.

Who for?Any sales person or account manager within the translation industry who wishes to enhance their negotiation skills and secure better outcomes.

Upon completion of this course you will be able to: | Have more confi dence to negotiate better outcomes | Handle diffi cult negotiations whilst seeking a win- win outcome | Anticipate the “give” or concessions the customer is likely to want | Have a list of potential “gets” from the customer | Articulate your position more effectively in negotiations | Apply strategies for handling diffi cult negotiations

A typical course covers the following sections: | Typical negotiation scenarios within the translation industry | How using a sales process paves the way for better negotiations | Questioning, listening and understanding body language | Negotiation models and the impact of culture on negotiation | Two of the most common tactics translation buyers use: how to recognize and respond to them

| Effective use of “gives” and “gets” | Keeping cool & the art of silence | How to bow out gracefully when things go awry | Action planning



Negotiation Strategies for Translation Sales

GILT :: Kwintessential

Course Code: GTNSTS

51

AimThis workshop is a great opportunity for project managers who wish to take a more pro-active approach to expanding and deepening relationships with their clients to maximise revenue and profi tability.

Who for?Project managers within the translation industry who would like to maximise revenue and profi tability.

Upon completion of this course you will be able to: | Understand drives end customer behaviour and how your services meet their needs | Attain basic sales skills that suit a project management environment | Know how to spot sales opportunities and leverage client relationships | Apply a toolbox of proven tactics to cross sell your services and to gain numerous referrals from your customers

A typical course covers the following sections: | How and why customers select and stay with translation vendors | Power distribution within the client / provider relationship | Using the customer information at your disposal to expand and deepen customer relationships

| Practical and easy ways to ask for referrals | Identifying cross selling opportunities | Working more effectively with your sales counterparts



Selling Skills for Translation Project Managers

Kwintessential :: GILT

Course Code: GTSSTPM

52

AimIn this course, participants will learn the roles, duties and practices of interpreters at international conferences. They will leave the course with practical experience and a strong understanding of the stages in commissioning and preparing for interpreting, working with interpreters and speakers and building good working relationships.

Who for?Anyone who wishes to better understand the international conference interpreting process.Conference organisers who wish to know how to work more effectively with interpreters.

Upon completion of this course you will be able to: | Understand the set-up of a typical interpreting conference and the equipment in use | Create clearer, more useful interpreters briefi ngs for better interpreting | Understand the ‘must have’ information which clients should be asked | Learn the questions to ask when clients don’t give good briefi ngs | Get a taste of standard interpreting techniques and equipment | Gain experience of some of the skills necessary for good interpreting | Create checklists for organising international conferences | Manage diffi cult situations

A typical course covers the following sections: | Three interpreting modes: simultaneous, consecutive and on-stage and how they work | Conference preparation, interpreter briefi ngs and interpreter research | Establishing client needs and understanding what needs to be assessed | Working with speakers and interpreters | Venues – equipment and set ups | Managing issues | Action planning



Interpreting at International Conferences

GILT :: Kwintessential

Course Code: GTIIC

53

Globalization is not a zero-sum game, but we need to hone our skills to stay in play::Jon Meacham

5454

My job performance

will be improved

IUCN

55


Health & Safety

Kwintessential :: Health

Health and Safety in the Workplace ............................... p56First Aid ......................................................................... p57First Aid Refresher Course ............................................. p58

56

AimHealth and Safety is an essential demand for all work environments. Protecting our employees from risk in the work place and safeguarding their well-being ensures that potential accidents are prevented, working productivity is retained and that legal cases are avoided.

Who for?Although this course is of particular benefi t to managers, team leaders and supervisors, it is also equally benefi cial to other personnel with a responsibility for health and safety in the work place.

Upon completion of this course you will be able to: | Understand the principles of health, safety and accident prevention | Contribute to any health and safety management system | Appreciate the importance of risk assessment as a technique for accident and ill health prevention

| Understand the responsibilities placed on employers and employees | Understand the hazard, risk and main causes of harm to workers (manual handling, hazardous substances, exposure to noise and vibration)

| Recognise the importance of following systems, procedures and rules | Understand how individual action can reduce risks to health and safety | Appreciate how workplace equipment and task design affect health and safety

A typical course covers the following sections: | Primary sources of accidents in the workplace | Health and Safety Legislation and legal responsibilities | Organisation risk assessments | Workplace equipment, accidents, fi rst aid, equipment, lifting and manual handling, fi re hazards and prevention, safety signage

| Key responsibilities | Action planning



Health and Safety in the Workplace

Health :: Kwintessential

Course Code: HSHSW

57

AimThis three day course will equip learners with fi rst aider accreditation, enabling them to attain the knowledge and competencies needed to deal with a range of emergency fi rst aid situations. Learners will be able to demonstrate the practical administration of safe, prompt, effective fi rst aid in emergency situations with an understanding of the role of the fi rst aider.

Who for?The qualifi cation is designed for people who have a specifi c responsibility at work, or in voluntary and community activities, to provide fi rst aid when dealing with an emergency situation.

Upon completion of this course you will be able to: | Understand the role and responsibilities of a fi rst aider | Assess an incident | Manage an unresponsive casualty who is/is not breathing normally | Recognise and assist a casualty who is choking | Manage a casualty who is wounded and bleeding or with a minor injury

| Manage a casualty who is in shock

A typical course covers the following sections: | Introduction to the role of the fi rst aider | Content of fi rst aid kits | Incident and accident records | Incident assessment | Dealing with emergencies: CPR assessment, unconscious casualty assessment, wounds bleeding and shock assessment

| Qualifi cation assessment (practical and/or theoretical)



First Aid

Kwintessential :: Health

Course Code: HSFA

Great day, well done to the trainer!

Genpact

AimThe aim of this course is to refresh and update previously acquired fi rst aid skills, reviewing best practices, theoretical knowledge and reassessing the participants to ensure they are aware of the latest techniques and procedures.

Who for?The qualifi cation is designed for people who have a specifi c responsibility at work, or in voluntary and community activities, and want to keep themselves updated and renew their qualifi cations.

Upon completion of this course you will be able to: | Review the role and responsibilities of a fi rst aider | Assess an incident | Manage an unresponsive casualty who is breathing normally | Manage an unresponsive casualty who is not breathing normally | Recognise and assist a casualty who is choking | Manage a casualty who is wounded and bleeding | Manage a casualty who is in shock | Understand how to manage a casualty with a minor injury

A typical course covers the following sections: | Revision of the role of the fi rst aider and fi rst aid kit content | Incident record and assessment | Dealing with emergencies: CPR assessment, unconscious casualty assessment, wounds bleeding and shock assessment

| Qualifi cation reassessment (practical and/or theoretical)



First Aid Refresher Course

Health :: Kwintessential

Course Code: HSFAR

59

A healthy attitude is contagious but don’t wait to catch it from others. Be a carrier.::Tom Stoppard

6060

My expectations were exceeded. Building

trust is a clear corner stone for building good

relations, being very open and honest is important in

businessTesa

61


HumanResources

Kwintessential :: Human Resources

Recruitment and Selection - Strategies and Skills .......... p62Conducting Successful Appraisals and Reviews ............ p63Consulting Skills for L & D Professionals ........................ p64HR for Non HR Managers .............................................. p65Managing Absence ........................................................ p66Measuring and Evaluating Learning ............................... p67Strategic HR .................................................................. p68Equality and Diversity ..................................................... p69Managing Redundancy and Restructuring ..................... p70

62

AimPlenty of managers have a good theoretical knowledge of recruitment but there is always a need to properly apply this in practice. Having the ability to identify the very best candidates leads to shorter training time, greater productivity and faster delivery of results. This highly practical course will equip the participant with the knowledge, skills and confi dence to recruit only the very best people who are suitable for the role and who will add value to your business.

Who for?This workshop is designed for anyone involved in the recruitment process, either new to interviewing or experienced, who would like an insight into competency-based interviewing.


| Describe the overall recruitment and selection process

| Confi dently recruit the right person for the role

| Create a personal profi le of the ideal candidate

| Conduct a competency-based interview | Project your company in a positive and realistic light

| Evaluate candidates against pre-determined criteria

| Make effective selection decisions



Recruitment and Selection Strategies & Skills

Human Resources :: Kwintessential

Course Code: HRRSS


| Attracting the right person | Reviewing a CV – what to look for | Preparation before the interview | The interview room and attendees | Interview styles | Equality and diversity | Building rapport with the candidate | Questioning skills | Other aspects of conducting the interview | Making your selection decision

63

AimIn this course, participants will gain practical skills to develop and implement a framework for successful appraisals and reviews. This training will teach participants how to foster motivation and performance improvement through a series of methods and techniques. This course will also look into different strategies for dealing with confl ict, poor performance and negative reactions to feedback and equip participants with the confi dence, knowledge and skills to manage the process effectively.

Who for?Senior/junior managers, supervisors, HR managers, directors and all other individuals with responsibility for employee management.


| Understand the fundamentals of an appraisal process and the way in which it should be structured

| Learn how to build rapport and relax the appraisee

| Appreciate the ‘dos and the don’ts’ | Put into practice the “Sandwich technique”: praise and criticise constructively

| Deal with confl ict and handle diffi cult situations

| Ensure good performance and commitment after the appraisal

| Understand post appraisal review strategies



Conducting Successful Appraisals and Reviews


Course Code: HRSAR


| Manager and employee roles in the performance appraisal process

| The performance appraisal as an important management tool for the organisation, supervisor and employee

| The supervisors planning checklist | How to complete a performance appraisal form

| Standards for documenting performance | Guidelines for setting goals and coaching employees

| Responding to employee reactions | Action planning

64

AimEffective consulting skills are key within the Learning and Development (L&D) fi eld and critical to the ability of an L&D professional to deliver their role effectively. This course will equip participants with the tools and models to attain successful outcomes when consulting within their organisation.

Who for?L&D professionals wishing to further improve their personal performance and individuals who are new to the L&D role.

Upon completion of this course you will be able to: | Recognise the tools and techniques which help consultants to prosper in their work | Understand the key concepts and models to engage meaningfully within your organisation | Increase your skills of persuasion | Create an environment which increases engagement | Build a successful network of key relationships to increase effectiveness

A typical course covers the following sections: | Identify the consultative areas within an L&D role – where are these skills essential?

| Assess your current levels of competence within the consulting environment

| The 6 steps of a successful consultant | Listening and questioning techniques | Key infl uencing skills | The 2 interpersonal skills you need | Developing and enhancing your emotional intelligence | Dealing with diffi cult individuals | Establishing, implementing, reviewing and delivering effective projects | Action planning



Consulting Skills for L&D Professionals


Course Code: HRCSLDP

My job performance

will be improved

IUCN

65

AimIn this course, participants will gain an overview of the importance of human resources in their organisation, enabling them to deal even more effectively with people related issues and requirements within in their department.

Who for?Managers and supervisors who wish to develop a broader understanding of the people issues within their organisation. This course is particularly pertinent to individuals managing teams and with responsibility for dealing with basic HR issues. Those who are thinking of HR as a career.

Upon completion of this course you will be able to: | Be more effective in creating employees’ development plans | Become more attuned to the needs of HR and the benefi ts of HR initiatives | Understand the key HR areas | Forward planning to minimise the demands on your role | Become more fl exible in your approach to HR issues

A typical course covers the following sections: | The function of the HR Department | Employment legislation and its role within an organisation | Identifying organisation HR issues | Managing organisation HR changes | Managing performance, disciplinary, grievance, absence, attrition and recruitment | Case studies relating to typical HR issues | Action planning



HR for Non-HR Managers


Course Code: HRNHR

66

AimIn this course, participants will gain practical skills which will enable them to develop and implement a framework for attendance management. It is a term used to describe a proactive approach to ensure that all staff attend work whenever they are contracted to do so.

Who for?Anyone who wants to improve their team’s productivity by managing absence more effectively and those who wish to explore the benefi ts of absence management.

Upon completion of this course you will be able to: | Reduce absenteeism | Improve effi ciency | Reduce costs | Improve motivation | Create a positive organisational culture | Resolve problems in a structured way | Provide useful records in case of dispute in work/life balance

A typical course covers the following sections: | The impact of absence on the organisation | Getting it right: work and life balance | The work/life checklist | The Return to Work (RTW) interview | Questioning with confi dence and in an non-invasive manner | Effective questions to ask a RTW employee | Understanding root reasons of absence within individual cases | Absence management policies | Action planning



Managing Absence


Course Code: HRMA

67

AimIn this course, participants will gain practical skills to develop and implement a framework for measuring learning within the workplace. If you can measure it, you can improve it. This course will guide you through the relevant areas, enabling you to measure the performance of individuals and satisfy organisational return on investment requirements.

Who for?For HR professionals wishing to increase their understanding of performance measurement.Anyone who wishes to increase productivity by measuring their personal and team performance. Those wanting to understand the issues of measurement of performance and training ROI.

Upon completion of this course you will be able to: | Recognise the strategies and techniques used to measure individual performance | Understand how to maximise return on investment in training | Develop a plan for measuring the talent within your organisation more effectively | Increase organisational effectiveness through rigorous measurement techniques

A typical course covers the following sections: | The 4 ways people learn | The 4 levels of learning | Return on investment in training | Measuring competencies | Latest strategies and research | Action planning



Measuring and Evaluating Learning


Course Code: HRMEL

Lunch, refreshments and supporting material are included in our training fees. Certifi cates are issued upon completion of the session.

This course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run

68

AimIn this course, participants will gain the necessary practical skills to enable the development and implementation of a framework for successful strategic HR management which complements the organisational strategy.

Who for?Managers, leaders and HR practitioners wishing to improve overall organisational effectiveness through people strategies.

Upon completion of this course you will be able to: | Appreciate the way in which HR strategy can support the organisation in delivering organisational goals

| Apply the essential elements of an effective HR strategy | Understand the development and delivery of an HR strategy

A typical course covers the following sections: | The strategic organisation overview | The HR strategy as a key element of the overall organisational strategy | The essentials of an HR strategy | Gaining business buy in for the strategy | Implementing the strategy and reviewing progress | Action planning



Strategic HR


Course Code: HRSHR

69

AimTo equip employers and employees with a clear understanding of Equality & Diversity within the workplace; ensuring that diversity is harnessed and that principles of equality are understood and effectively managed.

Who for?HR managers, team managers and employees in general.

Upon completion of this course you will be able to: | Be aware of the UK legislation and its implications for employers and employees | Be sensitive to the key diversity issues affecting your organisation | Gain an insight into the multiple benefi ts of diverse teams | Learn how to make the most of your diverse team | Encourage tolerance and awareness

A typical course covers the following sections: | Understanding Equality & Diversity | Equality Act 2010 | Employer and employee obligations | Discrimination, stereotype, prejudice, bullying and harassment

| Potential barriers and positive actions | Action planning



Equality & Diversity


Course Code: HRED

All the area’s covered are valuable

and was made enjoyable and easy to

comprehend because of how it was presented.

Trainer was excellent to have and presentation

was presented well.Webasto

70

AimTo ensure that staff morale is protected, that individuals are treated fairly and to avoid costly tribunal claims, it is essential that organisational restructures and redundancy programmes are managed effectively and with compliance to the appropriate employment legislation.

Who for?HR managers and HR directors, managers, directors, and project managers with responsibility for restructuring and change programmes. Employment Relations staff and all other staff with responsibility for input and management of restructuring and redundancy programmes.


| Manage fair processes which retain staff confi dence and limit negativity

| Understand the appropriate employment legislation governing such activities

| Comply with respective employment legislation and limitation of potential tribunal claims

| Create appropriate outcomes for all staff, whether through redundancy, job changes, relocation or decisions to retain an individual within their current roles



Managing Redundancy and Restructuring


Course Code: HRMRR


| Key principles and impacts of restructuring programmes

| Stakeholder roles through the life cycle of restructuring programmes

| Planning for restructures and different options for staff change – e.g. suitable alternative employment, retention, redundancy, outsourcing

| Employment legislation underlying redundancy – the do’s and the don’ts

| Consultation during restructuring programmes

| Selection for redundancy – ensuring fairness and qualifi ed decision making

| Outsourcing and the role of TUPE | Restructuring your workforce: consulting, communicating outcomes and updating contractual documents and related documentation

| Managing change positively and common challenges for consideration following a restructuring programme

| Action planning

71

The best way to be productive is to have a great team. So I spend more time than most CEOs on human resources. That’s 20 percent of my week.::Kevin P. Ryan

7272

Trainer was very

knowlegable and made me feel relaxed

Granite Transformations

73


InternationalBusiness

Kwintessential :: International Business

Customer Service Excellence Across Cultures ............... p74International Negotiation Masterclass ............................. p75Fundamentals of Working Internationally ........................ p76International Consumer Behaviour ................................. p77International Business Strategy and Trade ..................... p78

74

AimOur interactive ‘Customer Service Excellence Across Cultures’ course is designed to provide participants with a solid overview of how to provide excellent customer and sales service to an international and multicultural clientele.

Who for?This course is aimed at anyone working or dealing with international customers.

Upon completion of this course you will be able to: | Understand the values, retail habits and cultural contexts of foreign clients | Apply the cultural knowledge acquired to the context of international customers | Deal with culturally challenging situations in a professional and effective way | Effectively use International English | Offer high quality customer service regardless of the cultural origin of your clients

A typical course covers the following sections: | Overview of the role of “culture” within international business, especially in the service industry

| How culture directly impacts relationships between customers and front line employees and sales practices

| Examining different styles of customer service etiquette and comparing the expectations and attitudes of customers from countries employees interact with regularly

| Effective ways of daily interactions across cultures: cross-cultural communication and virtual communication skills using practical behavioural and communication tips to deliver quality customer service

| Constructing a country shopper answer sheet/ fact sheet | Personal and team action planning


BookingThis course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run in London and Crewkerne, Somerset.

Customer Service Excellence Across Cultures

International Business (Cultural Awareness Course) :: Kwintessential

Course Code: IBCACS

Lunch, refreshments and supporting material are included in our training fees. Certifi cates are issued upon completion of the session.

75

AimOur ‘International Negotiation Masterclass’ course is designed to support managers and individuals with their daily responsibilities on an international scale. The aim of the course is to provide information on approaches to, tactics in and strategies surrounding international negotiation.

Who for?This training is aimed at business personnel either travelling abroad for negotiations or hosting business personnel from abroad.

Upon completion of this course you will be able to: | Understand behaviours and cultural norms that impact business | Negotiate with different cultures in a confi dent and effective way | Succeed in your international negotiations using new tools, tips and strategies

A typical course covers the following sections: | Overview of the role of “negotiation” within international business | Cultural awareness development | Building relationships with international counterparts | Overview of general negotiation skills and the Harvard method | How to approach cross-cultural negotiations | Developing personal skills - persuasion and infl uencing | Business and social etiquette/protocol in cross-cultural negotiations | Tips and strategies on overcoming challenges and seizing opportunities in cross-cultural negotiations

| Developing a personal action plan


BookingThis course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run in London and Crewkerne, Somerset.

International Negotiation Masterclass

Kwintessential :: International Business (Cultural Awareness Course)

Course Code: IBCAIN

76

AimThis course has been designed for companies who wish to gain greater global exposure by selling their products internationally.

Who for?Business owners, global managers and directors who are keen to launch their business in the international arena.

Upon completion of this course you will be able to: | Understand how you can benefi t from globalisation | Learn how to deal with cultural and language differences | Create an international business plan | Get started as an international company

A typical course covers the following sections: | Globalisation: what has changed? | Cultural difference: what is it and how can you adapt to make the best out of it?

| Global challenges: time, language and business differences

| Recognising difference, respect, reconciliation and resolution

| International selling, marketing, reporting and creativity | Resolving international disputes | Rolling out strategy, tactics and requests for action | Local support – recruitment, chambers of commerce and P.R. | How to avoid getting “ripped off” and losing money | Building a strategy for entry, launch, traction, growth and profi t



Developing a Global Business Mindset

International Business :: Kwintessential

Course Code: IBDGM

The course presented all

the information I needed.

Thank you. Aston Martin

77


AimThis course has been designed to develop awareness of the culturally-infl uenced differences in consumers across the globe. You will also learn to adapt to these differences and get the most of your international presence.

Who for?Business owners, global managers and directors who are keen to launch their business in the international arena.

Upon completion of this course you will be able to: | Identify different consumer behaviour patterns | Adapt to different negotiation styles | Promote and protect your brand abroad | Build customer loyalty across cultures

A typical course covers the following sections: | Customer behaviours home and away | Buying habits, negotiation styles, wealth and the law | Intellectual property rights – do you have any? | The meaning of your brand abroad | Marketing to culturally different consumers | Price, offers and promotions and the perception of value | Building customer loyalty in an international context | Advertising, brand awareness, PR and disaster management | Appropriate service behaviours | Building an action plan



International Consumer BehaviourCourse Code: IBICB

78

AimThis course has been designed to introduce you to different business strategies in the international context, analyse their suitability to your business and set out an implementation plan.

Who for?Business owners, global managers and directors who are keen to launch their business and products/services in the international arena.

Upon completion of this course you will be able to: | Identify different business strategies | Adapt to different negotiation styles | Understand your market, sources and techniques | Promote and protect your brand abroad | Build customer loyalty across cultures

A typical course covers the following sections: | Diverse international business strategies | Internal and external analyses of your position in the market | Objective setting for your business strategy | How to successfully implement your strategy | Directions and options for implementation | Open discussion on practical strategy implementation



International Business Strategy and Trade

International Business :: Kwintessential

Course Code: IBIBST

issued upon completion of the session.

This course is available as either an in-house course (tailored to meet your specifi c

79


We are what we repeatedly do.

Excellence, therefore, is not an act but a habit.::Aristotle

8080

I feel like I have gotten to

know my colleagues better over the course

of the training and feel that as I go forward I will

have a stronger bond with themDelhaize Group

I liked the informal

setting & the way the programme

was adapted to my experiences Chalhoub Group

81


Management and Leadership

Kwintessential :: Management and Leadership

Change Management .................................................... p82Emotional Intelligence for Leaders ................................. p83Remote and Virtual Team Leadership ............................. p84Introduction to Talent Management ................................ p85Managing a Matrix Team ................................................ p86Introduction to Management .......................................... p87Managing Multicultural teams ........................................ p88

82

AimThis workshop will equip participants with the knowledge and skills to manage and communicate change successfully with their teams.

Who for?Change project managers, HR practitioners and all other employees with responsibility for planning and leading change programmes.

Upon completion of this course you will be able to: | Identify the critical success factors for implementing change | Understand the change curve and how to manage reactions to change | Communicate change effectively | Develop a change plan | Implement change plans | Ensure business continuity in the interim

A typical course covers the following sections: | Implementing change: recognise your own reaction(s) to change and the importance of communication

| Communicating change: understand the perspective of others when responding to change | Creating a change plan: how to use Kotter’s model | Understand the business impacts of change | Understand common pitfalls of change exercises and prevention strategies | Identify the roles of stakeholders involved in the process | Motivational communication to maximise the potential of change being received positively | Group discussions and exercises: ‘Change: who needs to know and how much?’, ‘Ensuring your business runs as usual’ and ‘How to get buy-in to change’

| Reviewing the impacts of change and assessing progress | Action planning



Change Management

Management and Leadership :: Kwintessential

Course Code: MLCM

83

AimEmotional intelligence and competence is particularly central to leadership, signifi cantly impacting our performance and individual success. This course will raise your self-awareness of the role of emotion within the work place and its impact on performance and team harmony. Participants will be equipped with a range of practical tools and strategies to enable them to identify and respond to the emotions of others, control emotions and deal positively and empathetically with others.

Who for?Managers/leaders wanting to develop their emotional intelligence and lead their teams to enhanced performance and all those with responsibility for dealing with emotive situations and who are keen to improve the way in which they manage potentially diffi cult situations in order to achieve positive outcomes.


| Identify how emotions affect performance, relationships and productivity

| Build collaborative relationships that emphasise trust and respect

| Achieve positive results in your communications with others

| Apply techniques to deal with workplace confl ict thus improving communication

| Generate a positive and satisfying work environment for yourself and others

| Manage and lead more effectively through greater understanding of the cause and effect of emotions

| Identify and develop strategies and opportunities to apply emotional intelligence in role | Understand your own emotional reactions and gain strategies for better managing your responses



Emotional Intelligence for Leaders


Course Code: MLEIL


| The role of emotions and their impact on productivity and relationships

| Defi ning emotional intelligence and the way in which it differs to sympathy, apathy and empathy

| Self-awareness: managing yourself | Social awareness and social skills | Non-verbal responses | The emotional bank account | Action planning

84

AimThe need for remote working arrangements continues to grow, bringing with it many advantages for both employees and employers. It also has many challenges for managers who may or may not have the experience to deal with their teams remotely. This course offers a wide range of techniques to help new managers hit the ground running and more experienced managers to hone their skills and signifi cantly up their game. Participants will a work on a practical action plan that will enable them to effectively manage a remote team with confi dence and empathy.

Who for?Any team manager or leader wishing to improve their performance leading a remote team.


| Manage performance of your virtual team more effectively

| Understand and manage the challenges involved in remote team leadership

| Tailor your style; ensure that the challenges are effectively embraced and managed

| Recognise team needs and utilise best practices to create and maintain team bonding

| Empower remote working individuals through effective working strategies

| Develop remote team meeting facilitation skills



Remote and Virtual Team Leadership


Course Code: MLRTL


| Recognise the unique features of virtual teams

| Identify the challenges and concerns you may come across when leading a virtual team

| Embrace the challenges of remote working positively by defi ning strategic ways to build trust within the team

| Defi ne virtual team members’ roles and responsibilities, setting up common goals and objectives

| Create and apply techniques for effective communication and problem solving

| Essential skills and competencies of a remote working manager

| Gaining commitment and a sense of team spirit within the virtual team

| Using online tools for effective communication

85

AimWith people being your most important organisational assets, it’s essential that their skills and abilities are effectively harnessed. Are you aware of the skills sets within your organisation? Have you identifi ed the skills gaps that will further advance the competitive advantage of your organisation? This training will equip participants with tools and strategies to create and implement an effective talent management strategy and framework for your organisation.

Who for?Senior managers, HR managers, directors and all other individuals with a responsibility for team / individual management.

Upon completion of this course you will be able to: | Understand the importance of talent management within your organisation | Gain insight into talent within your workforce | Recognise the essentials of a talent management programme | Understand the role of talent management strategies within your overall organisational strategies

| Appreciate the tools and techniques used to identify, retain and manage high potential staff

A typical course covers the following sections: | Talent management strategies and their role within the generic organisational strategy | Tools to identify gap between talent requirements versus existing talent | Attracting talent to your organisation | Development and progression of high potential staff | Retention of high potentials within your organisation | Succession planning | Implementing a talent management plan and reviewing progress | Action planning



Introduction to Talent Management


Course Code: MLTM

85

Talent management strategies and their role within the generic organisational strategy Tools to identify gap between talent requirements versus existing talent

Lunch, refreshments and supporting material are included in our training

This course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from

86

AimThis course is designed to impart functional and matrix managers with invaluable knowledge that will equip them with tools and strategies necessary to successfully lead matrix managed teams within their organisation.

Who for?HR, team managers, directors and all other individuals working within a matrix structure, organisation or team.

Upon completion of this course you will be able to: | Gain a better understanding of matrix structures: advantages and disadvantages involved | Apply best practices to overcome the challenges associated with matrix working | Develop management skills that will allow leaders to successfully run a matrix structure | Learn the most effective virtual communication styles | Spread over strategies and techniques to support effective working within a matrix management structure

A typical course covers the following sections: | Defi ning your own matrix- gaining better personal perception | Defi ning matrix teams, identifying advantages to be gained and challenges to overcome | Adjusting structure, systems and skills to the requirements of matrix working environment | Identifying the 5 dysfunctions of a matrix team | Motivating and empowering agile teams | Communication in matrix structures | Strategies and best practice to enable effective management of a matrix team | Action planning



Managing a Matrix Team


Course Code: MLMMT

87

AimOur ‘Introduction to Management’ course is designed to give a complete overview of new skills and techniques you will need to master in order to become successful in your managerial role.

Who for?This training is aimed at anyone whose role requires them to directly manage others. It will be benefi cial to anyone wishing to improve their skills and successfully go beyond expectations in their role

Upon completion of this course you will be able to: | Understand the objectives of management within the organisation | Move from completing your personal tasks to managing the workload of others | Build up the confi dence to develop and apply your own competences in line with management best practice

| Be able to communicate with your team members effectively | Clarify, monitor and evaluate performance of your team members | Provide constructive and comprehensive feedback | Identify the key areas of staff motivation | Delegate tasks successfully

A typical course covers the following sections: | The role and purpose of management | Identifi cation of the managerial qualities that you already possess and spotting areas for development

| Differences between leadership and management | Create an effi cient and committed team | Communication skills and motivation techniques | Staff development and performance management | Crisis and confl ict management | Delegation skills



Introduction to Management


Course Code: MLIM

88

AimMulticultural teams have become very common in recent years in global cities where an endless number of different nationalities live and work together. Managing multicultural teams can be quite complicated however; many studies have shown that diversity in human capital actually leads to increased creativity and effi ciency if teams are properly managed. Our ‘Managing Multicultural Teams’ course is designed to support managers and team leaders, working at different levels of an organisation, with their daily responsibilities managing multicultural teams to get the most out of their teams.

Who for?Our ‘Managing Multicultural Teams’ course is designed to support managers and team leaders, working at different levels of an organisation.

Upon completion of this course you will be able to: | Gain an understanding of the mechanisms of culture and its infl uence on modern business | Increase awareness of important cultural facts and soft skills to consider when working with individuals from different cultures

| Bridge the cultural gaps and create cultural synergy between various cultures | Develop effective personal techniques and action plans to help overcome cross-cultural problems/ challenges at work

A typical course covers the following sections: | Overview of the role of “culture” within business | Introduction to the concept of culture and how it impacts on working relationships | Awareness of own working, communication and management style | Intercultural communication and multicultural leadership skills



Managing Multicultural Teams


Course Code: MLMMCT

89

It is better to lead from behind and to put others in front, especially when you celebrate victory when nice things occur.

You take the front line when there is danger. Then people will appreciate your leadership.::Nelson Mandela

9090

Very useful

session thank you

University of Southampton

91


Marketing

Kwintessential :: Marketing

International Social Media Strategy ................................ p92Introduction to Marketing ............................................... p93Effective Copywriting ..................................................... p94International Branding .................................................... p95Writing Effective Press Releases .................................... p96

92

AimSocial media presents a fantastic unlimited marketing resource; enabling you to drive your business forward on an international level.

Who for?Business owners, global managers, marketing executives and directors who are keen to grow their business on the international arena.

On completion of this course you will be able to: | Demystify social media and build real social media strategies | Understand how social media can impact your bottom line | Focus on the objectives for your business | Avoid social media stealing your time | Learn simple ways to measure results to eliminate ineffective activity | Use practical tips and strategies to enhance your marketing success

A typical course covers the following sections: | Social media channels and strategies | How does social media fi t within the sales cycle? | Social media on the international stage – key considerations and potential pitfalls | Research and effective listening in a global setting | Detailing your international social media strategy | Measurement of social media use within your organisation and impact on success - what can be measured and how?

| How can marketers make more use of social media data? | Action planning



International Social Media Strategy

Marketing :: Kwintessential

Course Code: MKISMS

93

AimThis course will help you understand the importance of marketing and the need for effective marketing strategies. Every company relies on clients to either buy their products or to use their services. By implementing marketing into your business plan, you will attract more clients, sell more products and maximise your profi ts.

Who for?Anyone in business for whom marketing is not their fundamental area of knowledge but who needs to apply marketing strategies and management. This course would benefi t new business start-ups and individuals working within marketing who require a refresher.

On completion of this course you will be able to: | Understand the essential concepts of marketing | Acquire key strategies and techniques to drive your marketing activities | Abandon popular misconceptions of marketing | Develop your confi dence in working within the marketing arena | Understand effective communication strategies and product positioning techniques

A typical course covers the following sections: | Defi ning marketing | Key marketing concepts | The marketing strategy – key elements | Understanding your customers and competitors by applying qualitative and quantitative market research techniques

| The marketing management processes | Product planning- lifecycle analysis | New products development process | Market share and Growth Model | Brand positioning | Case studies and action planning



Introduction to Marketing


Course Code: MKIMK

94

AimCopywriting is essential to the production of material which both inspires and appeals to the audience for which it has been written.

Who for?Anyone who wishes to promote their business through effective copywriting, individuals working within communications, internal / external relations and marketing, and all individuals with the responsibility for the creation of inspiring material.

On completion of this course you will be able to: | Write persuasive copy for adverts, brochures, fl yers and direct mail | Evaluate the quality of your copywriting against the best practices | Write stimulating articles and newsletters | Edit and proof your copy

A typical course covers the following sections: | What is copywriting? | Common copywriting agencies and their roles (e.g. agencies / printers etc) | Avoiding common copywriting errors | Defi ning your message and identifying your target audience and defi ning their needs | Choosing the right copywriting techniques | Managing the layout of your material and text | Tools for editing and proofi ng | Assessing the success of your copywriting efforts | Craft compelling headlines | Interviewing techniques | Email marketing, copywriting for the web and social media | Action planning



Effective Copywriting


Course Code: MKEC

95

AimThis course will help participants understand the importance of branding on the international stage and equip them with effective strategies and techniques for the development of a strong brand strategy for their business. In such a competitive world, differentiation from other companies is essential to succeed. The way you communicate your brand, particularly within an international setting, and how you protect it from plagiarism will be also covered in this one-day course.

Who for?Business owners, directors, managers and executives and marketing personnel.

On completion of this course you will be able to: | Understand how brands can work for you and why they are important | Understand the challenges of managing your brand on the international stage | Get to grips with maximising your own brand | Create a brand strategy | Manage and protect your brand

A typical course covers the following sections: | Understanding your brand and branding | Brand management methodologies | Case studies | Understanding the challenges of launching your brand on the international stage

| Common international branding errors | Brand communications | Brand strategy | Protecting your brand



International Branding


Course Code: MKIB

My job performance

will be improved

IUCN

96

AimPress releases are a great way to gain visibility at a fraction of the cost of traditional advertising. They provide a great opportunity to publish information which is attention grabbing and which simultaneously promotes your organisation. By disseminating the information your clients want to read, you will have them know how your business can satisfy their expectations.

Who for?Business owners, marketing, PR professionals and anyone else needing to produce effective press releases

On completion of this course you will be able to: | Write great press releases and understand different writing techniques | Develop journalistic writing style | Use powerful quotes that add value to your stories | Edit and proof your copy | Enhance the profi le and professionalism of your company brand

A typical course covers the following sections: | Setting objectives and identifying the necessary content to meet them | 6 things to avoid when writing press releases | Top 10 tips for grabbing attention and maintaining interest | Avenues and opportunities for getting your press releases published | Identify stories and writing news releases of genuine interest to journalists | Understand what makes a good story | Develop a journalistic writing style that is easy to read | Write successful headlines and introductions and add value to your message | Create stories when there’s nothing new to say | Action planning



Writing Effective Press Releases


Course Code: MKWEPR

97

The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.::Peter Drucker

9898

Hard to pick one area as

all very interesting. Liked the interactive

workshop approach to discussing issues and around the pre-course

readingPera Consulting

99


PersonalDevelopment

Kwintessential :: Personal Development

Reading Body Language & Micro-Facial Expressions ... p100Anger Management ..................................................... p101Confl ict Management .................................................. p102Developing Active Listening Skills ................................ p103Improve Your Memory Skills ......................................... p104Problem Solving and Creative Thinking ........................ p105Proofreading ................................................................ p106Speed Reading ............................................................ p107Stress Management .................................................... p108Time Management....................................................... p109Working Assertively and with Confi dence ..................... p110

100

AimIn this course, participants will develop an understanding of non-verbal body language and micro-facial expressions within the business setting; gaining an appreciation of body postures, gestures, facial expressions and eye movements.

Who for?Anybody who wants to boost their career and increase effectiveness of interpersonal communication by managing their own body language and decoding the body language of others.

On completion of this course you will be able to: | Understand the signifi cance of body language and micro-facial expressions and their role in management and leadership

| Appreciate some of the unspoken indicators in relation to a spoken transaction | Use and respond to body language and micro-facial indications during negotiations | Learn how to manage your own body language and how to understand the body language of those with whom you are communicating

A typical course covers the following sections: | Body language and the importance of non-verbal cues | Micro-facial expressions as indicators | Review of a wide range of gestures and their emotional meanings | Mirroring and controlling your personal body language | Expressing yourself effectively through body language to attain your communication objectives

| Action planning



Reading Body Language and Micro-Facial Expressions

Personal Development :: Kwintessential

Course Code: PDBLMFE

included in our training fees. Certifi cates are issued

This course is available as either an in-house course (tailored to meet your specifi c organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from

101

AimWhen expressed appropriately, anger is a normal and healthy emotion. However, when it is not expressed properly it can cause serious problems and damage professional and personal relationships. This training will equip participants with the tools to deal with anger effectively within the workplace. Whether it is their own anger, or the behaviour of others, participants will acquire the skills to recognise signs of anger and strategies for managing the situation positively and constructively.

Who for?Anyone who wishes to learn effective strategies to manage their own anger or the anger of others.

On completion of this course you will be able to:

| Recognise the emotional triggers which drive anger

| Apply strategies for gaining control of anger in every situations

| Manage other people’s states and deal calmly and effectively with diffi cult people

| Develop a toolbox of strategies and techniques and acquire more constructive, professional confl ict resolution skills

| Develop your generic communication skills and learn how to manage anger in the workplace



Anger Management


Course Code: PDAM


| The impact of negative, hostile behaviour in the workplace

| ‘Hidden anger’, e.g. undermining people, criticism, manipulation, etc.

| The emotional triggers driving anger | The effect of angry behaviour on the organisation and others

| Strategies for managing overt and ‘hidden anger’ in self and others

| Constructive and effective communication techniques

| When and how to intervene during anger between third parties

| The role and techniques of mediation | Develop a strategy for managing workplace anger

| Action planning

102

AimThis interactive workshop will equip participants with the knowledge and skills to manage confl ict within their teams or departments, ensuring positive working relationships whilst preventing potential team / individual issues.

Who for?This course will be of benefi t to individuals with responsibilities for team management such as HR or project coordination staff.

Upon completion of this course you will be able to: | Recognise how individual personalities / characters may contribute to diffi cult situations | Identify the triggers and causes of confl ict in teams | Assess and identify your own personal confl ict resolution style | Use a three-stage process to move from confl ict to resolution | Create and maintain a working environment where different views are encouraged and managed positively for continuous improvement

| Have confi dence in your ability to effectively manage confl ict in even the most diffi cult situations

| Use listening and questioning techniques as tools in confl ict resolution

A typical course covers the following sections: | Identifying the triggers and causes of confl ict in teams (group discussions, identifying confl ict outcomes)

| Management approaches to confl ict (exploring the three-stage process for confl ict resolution)

| Identifying your own personal confl ict resolution style (exploring the Kilmann model) | Reviewing the importance of non-verbal communication when managing confl ict (being assertive in a confl ict situation, review & action planning)



Confl ict Management


Course Code: BDCM

103

AimIn this course, we will provide participants with a wide range of techniques to improve their ability to listen with all their senses. Participants will become aware of their own abilities to listen whilst also acquiring effective active listening techniques.

Who for?Anyone wanting to take advantage of the benefi ts of active listening, especially HR staff, those with reception and secretarial / administrative tasks and those taking minutes, sales staff and educators.

On completion of this course you will be able to: | Determine your communication behaviours and styles and understand how emotions affect them

| Analyse and put in practice different techniques of active listening | Learn a wide range of effective listening skills such as: restarting, summarising, emotion labelling, probing, validation, effective pause and silence

| Develop better rapport, understanding and trust of others

A typical course covers the following sections: | Defi ning active listening | Self- awareness: communication and listening style | Questioning skills (e.g. open questions, TED questions etc…) | Passive listening- acknowledgement through body language | Listening with empathy | Practical application at work



Developing Active Listening Skills


Course Code: PDDALS

Trainer’s knowledge

was really impressive and she was really fl exible

as our curiosity raised often random

questionsLloyds TSB

104

AimThis training will help participants to strengthen their cognitive skills to improve their overall memory. It will equip participants with practical mnemonic techniques, enabling them to store and extract correctly all the data their brains stock as well as practical ways of increasing its capacity.

Who for?Anyone who wants to empower their memory skills in order to become more successful, save time and create a better impression.

On completion of this course you will be able to: | Enhance the ability of your brain to process and store more information | Develop ability to focus and resist distraction | Increase knowledge management | Learn practical mnemonic strategies to be used in a wide variety of situations

A typical course covers the following sections: | Introduction – starting with a group memory exercise to introduce the participants

| Long term, short term and sensory memory | The Linkage Memory Method – tell a story with objects | Using your 5 senses to remember | Language and rhythm techniques | Putting a name to a face | The Loci method for remembering data | Summary of techniques and establishing a practice schedule



Improve your Memory Skills


Course Code: PDIMS

Very useful

session thank you.

University of Southampton

105

AimProblem solving and creative thinking are vital to business growth. This fun and highly practical training course will equip participants with strategies and techniques which will enable them to approach work based problems and challenges creatively; ensuring that challenging problems can be effectively managed.

Who for?Anyone who is tasked with managing problems within the workplace. The course will be of particular benefi t to project managers and other organisational management roles.

On completion of this course you will be able to: | Enhance problem-solving and idea-generation skills | Create a toolkit of creative thinking techniques to take away and use in the workplace | Learn how to facilitate a creative thinking problem-solving session for their colleagues/team | Improve team working, enhanced motivation and greater job satisfaction

A typical course covers the following sections: | What is creativity? | The role of the brain in creativity and problem solving activities | Defi ning and reframing the problem | Overview of creative thinking tools and their benefi ts when used within different scenarios | Creative thinking and problem-solving techniques | Harnessing your team and environment to manage problems | Action planning



Problem Solving and Creative Thinking


Course Code: PDPSCT

106

AimThe ability to accurately proofread documents is critical to a broad range of roles. The embarrassment and fall out of inaccuracies in reports, emails, publicity material and newsletters is not limited to the author alone; the repercussions and reputational damage typically extend to the organisation too. This course will equip participants with the techniques and strategies to identify and manage errors successfully.

Who for?Individuals with responsibility for checking documents prior to them being distributed or published. It will particularly appeal to individuals in roles such as fi nancial reporting, management reporting, marketing, internal / external communications, project reporting and translation project management.

On completion of this course you will be able to: | Understand grammar and punctuation to edit and proof your copy with confi dence | Grasp proofreading ‘language’ and terminology | Communicate in a professional manner and make a good impression | Feel confi dent about delivering well-written documents

A typical course covers the following sections: | What is proofreading – and why do it? | The process and methods of editing or proofreading | Basic techniques of editing and proofreading | Blind or against copy | Some common problems of proofreading and editing | Punctuation, grammar tips and proofreading on-screen | Layout and visual elements | Final steps and consolidation



Proofreading


Course Code: PDPR

107

Aim‘Information overload’ is a reality for large numbers of organisational roles. The ability to speed read dramatically increases the amount of information which you can review at any one time and your comprehension of the material being read.

Who for?This course is aimed at anyone tasked with reading high volumes of information within tight timeframes.

On completion of this course you will be able to: | Learn techniques to signifi cantly improve your reading speed | Optimise your ability to concentrate, comprehend, retain and recall information | Increase productivity by being able to absorb more information in less time, hence freeing up time for other tasks

A typical course covers the following sections: | Speed test – how fast do you currently read and to what extent are you comprehending content?

| The obstacles to reading and the methods to overcome them - speaking, fi xing and regression

| Reading techniques | Different techniques for different materials | Concentration and strategies for maintaining concentration | Skimming and fi nding critical information quickly | Practice with the screen reader | Retest and summary of speed techniques | Conclusion and action plan



Speed Reading


Course Code: PDSR

108

AimStress, when managed appropriately, can be a fantastic driver to help us achieve our goals and harness challenges. However, when stress is not managed well, it can quickly affect our health, performance and ability to cope. This course will equip participants with an understanding of the root causes of stress and the way in which stress may become negatively manifest in behaviour and health. It will equip participants with strategies and techniques needed to understand and manage personal stress.

Who for?This course is suitable for anyone who feels the need to reduce their stress levels. This course will be of particular benefi t to individuals or managers who work within stressful environments.

On completion of this course you will be able to: | Understand stress and the impact of stress on your daily live | Discover what triggers stress and identify common reactions | Learn different physical and mental techniques to cope with stress | Create new models to manage stress

A typical course covers the following sections: | What is stress? How can it become manifest? | Spotting stress triggers (situations, behaviours, environments…) and breaking the cycle of stress

| Managing stress positively – replacing negative thinking and behaviours with positivity | Addressing low self-esteem and create a stress-free lifestyle | Mental and physical relaxation techniques – including cognitive behavioural therapies, breathing, muscular relaxation

| Identifying stress in others and responding supportively | Personal action plan



Stress Management


Course Code: PDSM

109

AimTime management is an issue for many people tasked with the management and delivery of multiple demands. In this course participants will gain the necessary skills to develop a successful time management framework. Participants will gain an understanding of ways in which valuable time can be harnessed through a toolbox of time management techniques; ensuring a signifi cant improvement in both productivity and optimisation of work / life balance.

Who for? This course is aimed at anybody with a need to manage their time and productively more effectively.

On completion of this course you will be able to: | Increase your work effectiveness and productivity | Reduce stress associated with poor time planning | Achieve greater control over daily activities what will help to enjoy more balanced lifestyle | Recognise causes of procrastination and adopt appropriate techniques to overcome them

A typical course covers the following sections: | Identifying main time wasters and strategies for eliminating them | Putting clear goals in reasonable timeframes to maximise productivity | Focus on results and delivery with an appreciation of the value of time | Techniques to avoid and overcome procrastination | Delegation and assertiveness | Identifying your priorities | Techniques and strategies for harnessing management of your time | Dealing with overload | Action planning



Time Management


Course Code: PDTM

110

AimThe aim of this highly interactive training course is to help participants develop the ability to communicate assertively and with confi dence. The course will provide you with practical techniques to ensure that you deliver your messages with fairness, balance and in such a way that you are positively received and respected.

Who for?This course is aimed at individuals who work within situations in which they are required to manage situations assertively but who fi nd doing so diffi cult.

On completion of this course you will be able to: | Increase self-awareness and boost self- confi dence | Understand underlying principles of assertiveness | Better handle diffi cult conversations | Apply right attitudes and styles of communication beyond passive- aggressive behaviour | Give and receive positive and negative feedback | Consciously and intentionally use body language

A typical course covers the following sections: | What is assertiveness? How does assertiveness become manifest within communication and behaviour?

| Awareness of your current communication style and the way in which this may hinder you | Aggressive and passive communication and the impact on others | The role of body language in assertive communication | The role of language and intonation of speech | Giving and receiving feedback | Personal action plan



Working Assertively and with Confi dence


Course Code: PDWAC

111

People with clear, written goals,

accomplish far more in a shorter period

of time than people without them could

ever imagine.::Brian Tracy

112112

It may

increase our business

activity P3 Medical

113


Sales

Kwintessential :: Sales

Consultative Sales Skill ................................................ p114Infl uencing and Negotiation ......................................... p115Face to Face Selling .................................................... p116Telephone Sales Skills .................................................. p117Bid and Tender Management ....................................... p118NLP for Sales People ................................................... p119Relationship Management ........................................... p120Sales for Non-Sales People ......................................... p121Strategic Selling Skills .................................................. p122

114

AimThe aim of this interactive training course is to equip participants with the techniques, strategies and skills which will enable them to deliver a consultative, customer-focused approach to sales and business development in both face to face meetings and telephone conversations. Following the course, participants will be able to analyse their own experiences and transfer the learning into action in their respective work environments.

Who for?Individuals with responsibility for converting sales who wish to upgrade their skills portfolio by learning new techniques and improving their current approach to the sales process.


| Project confi dence in you as a trusted advisor

| Understand the structure of the different steps in a consultative sales journey

| Use communication skills to build rapport with clients and understand effective questioning and listening techniques to discover the real business needs of clients

| Understand the use of product features and benefi ts in order to present a compelling proposition

| Respond with empathy when managing objections

| Close sales discussions positively and build on-going “win- win” relationships with clients



Consultative Sales Skills

Sales :: Kwintessential

Course Code: SCSS


| The sales structure and cycle | Different selling styles | Qualifying opportunities and understanding prospects

| Effective questioning and listening techniques

| Presenting compelling solutions whilst fostering confi dence and trust

| Exploring options and solutions with the prospect openly and transparently

| Negotiation techniques and handling objections

| Understanding when you should and should not concede

| Managing relationships in the long term | Action planning

115

AimIncreasingly demanding client expectations make conversion of sales ever more challenging. As such, it is essential that sales professionals are able to respond via a tool kit of great sales techniques – with infl uencing and negotiation skills being a crucial element. The ability to infl uence others and negotiate effectively can make the difference between capturing and not capturing a deal, and hence, hitting and missing targets. This course is intended to develop and apply the skills needed to confi dently persuade and infl uence others and to negotiate successful outcomes which recognise customer need.

Who for?Individuals with responsibility for converting sales who wish to upgrade their skills portfolio by learning new techniques and improving their approach to the sales process.


| Attain skills required to effectively infl uence and negotiate within a sales setting

| Learn about four major behavioural styles and appreciate need to amend own style accordingly

| Understand the role of negotiation through the entire sales cycle

| Identify and further develop your own strengths when infl uence and negotiate with others

| Expand your sphere of infl uence and drastically improve your negotiation skills

| Create the right fi rst impression and build stronger relationships



Infl uencing and Negotiation


Course Code: SINEG


| What is negotiation and infl uencing and what role do these factors play throughout the sales cycle?

| Negotiation and infl uencing methodologies

| Anticipating and managing negotiation tactics

| Planning for negotiations | Techniques inventory | Style and style shifting | Dealing with set backs | Using your skills to manage confl ict | Action planning

116


AimThe course will equip participants with the tools and techniques to help them optimize their performance during a face to face sales meeting and deliver the sales results they need.

Who for?This course is aimed at anyone with responsibility for face to face sales meetings, including fi eld sales professionals, account managers, relationship managers and business development professionals.

On completion of this course you will be able to: | Conduct yourself confi dently in a face to face meeting | Gain the trust and confi dence of your client | Understand the preparation needed for a face to face meeting | Appreciate some of the most common blunders made during face to face meetings, coupled with techniques and strategies to ensure that these are avoided

| Use body language as cues in the meeting | Apply a toolbox of techniques to ensure your performance is optimised

A typical course covers the following sections: | Appointment making and managing the gate keeper | Preparing for your meeting – researching your client’s organisation, the role of your client within the organisation, the organisation’s values and preparing a comprehensive meeting agenda

| Your role as a sales professional during this meeting – the dos and the don’ts | Key face to face selling blunders and techniques to ensure that these are avoided | Questioning skills and active listening | Building rapport and gaining client confi dence and trust | Managing objections positively and effectively | Delivering a sales presentations | Gaining client buy in to moving forwards and formalising next steps



Face to Face SellingCourse Code: SFFS

117

AimThis highly interactive course will equip participants with the techniques and strategies needed to maximise their telephone sales performance. It will equip participants with a broad range of skills and techniques, including (but not limited to) strategies used to overcome ‘gate keepers’, maximising the number of decision-makers reached, strategies to help optimise the number of appointments booked and helpful tips to help facilitate prospect decision-making during the telephone sales conversation.

Who for?This course is aimed at anyone with a responsibility for making sales via the telephone.


| Identify the features of both good and poor telesales calls

| Understand the way in which beliefs and attitudes affect performance

| Effectively manage gatekeepers such as PAs and secretaries

| Use communication skills to build trust and confi dence with your prospects

| Understand the way in which product/services benefi ts and features may be used to present a compelling proposition

| Close sales and appointments with your prospects



Telephone Sales Skills


Course Code: STSS


| Preparing the call | Interacting with the gatekeeper | Establishing interest from your prospect | Asking pertinent questions coupled with active listening

| Identifying your prospects needs | Understanding and presenting the benefi ts and features of your product / service

| Dealing with objections effectively | Closing appointments or sales | Cold calling | Action planning

Face to Face Selling

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AimNot only are tenders becoming an increasingly integral part of procurement management, but they are also more likely to form the selection fi eld for high value contracts. This course will equip participants with the tools and strategies to plan and develop compelling, high quality bids within timescales and in adherence to the tender specifi cations. Participants will exit the course with a greater understanding of tender evaluation, the ability to successfully tailor a bid in order that it meets tender requirements, strategies to ensure that the bid stands out from the competition and on-going procedures to continually improve your company’s bidding performance.

Who for?This course is aimed at all individuals involved in the bidding process, including, (but not limited to) account managers, sales professionals, engineers, heads of departments, supervisors, marketing professionals, project managers, business development managers, and client servicing personnel.


| Increase the success of bids | Understand and analyse the requirements of your bid

| Structure your bid effectively | Manage your bid so that it effectively adheres to the bid requirements

| Present your bid effectively so that it stands out from those of your competitors



Bid and Tender Management


Course Code: SBTM


| Strategies for effective bid management | The bid budget > bottom top budgeting > top bottom budgeting

| Analysing the bid document | Bid time management >time scales > network diagram> critical path analysis >

| Bid contract | Post-tender meetings / clarifi cations / negotiations

| Action planning

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AimNeuro-linguistic programming (NLP) focuses on the way in which we communicate, the processing and recall of communication and the way in which communication can empower an outcome. This course aims to equip participants with a range of tools and techniques which are of signifi cant benefi t to the way in which we communicate with others and achieve our desired outcomes.

Who for?This course is aimed at anyone with responsibility for selling and who wishes to improve their sales performance.

Upon completion of this course you will be able to: | Understand the way in which we communicate at the unconscious level with others | Take control of the way in which we think and speak and the subsequent outcome | Develop skillful, elegant use of language patterns that motivate and infl uence | Build the very deepest level of rapport with individuals and groups to generate trust and confi dence

| Increase your self-confi dence and your openness to managing challenge | Sell more by making use of infl uential sales language

A typical course covers the following sections: | What is NLP and what is the role of NLP within the sales environment? | Using NLP to help lower prospect barriers and increase rapport | Tailoring your approach so that it accommodates the preferences of your prospect | NLP techniques to help enhance the way in which you listen and question your prospect | Harnessing sub conscious drivers in you and your prospect | Discovering prospects’ representational systems and embedded commands | Developing compelling language and using infl uential sales language | Reframing meaning through context and setting and pacing & leading your prospect | Using non-verbal communication to your advantage | Action planning



NLP for Sales People


Course Code: SNLPSP

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AimThis course focuses on the techniques needed to effectively maintain and develop customer relationships; increasing profi tability, relationship value and client retention and referral rates. The course will help participants move away from transactional relationships and instead draw upon different relationship management techniques which help them to fully understand their clients’ needs, appreciate the dynamics within different relationships, anticipate and manage potential issues within the relationship and hence build and retain relationships which the client values.

Who for?This course is suitable for individuals operating in client facing roles who are required to generate business from new / existing client portfolios.


| Drive a relationship which is of value to both parties

| Manage both the positives and negatives within a relationship

| Understand different relationship management techniques to draw upon

| Learn techniques for dealing with demanding / diffi cult clients

| Understand how to analyse relationships and implement benefi cial measures

| Appreciate how clients perceive you



Relationship Management


Course Code: SRM


| Principles of relationship management and essential skills and attitudes

| What do clients expect and when can relationships go wrong?

| Dealing with complaints and issues – turning them around and retaining the relationship

| How do you currently manage your relationships and how do your clients perceive you?

| Building rapport with your clients, identifying their needs and gaining their confi dence and trust

| Relationship management strategies | Motivating people to care for customers | Designing a customer satisfaction survey

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AimA key element of organisational advantage is achieved by ensuring that all client facing staff within an organisation are able to positively sell and represent the organisation regardless of their role. Participants will learn techniques and strategies to ensure their client relationships are perceived positively by the client and that the organisational reputation is optimised.

Who for?Anyone who is not employed within a sales capacity but who interfaces with external clients or who is required to represent the company through networking events trade shows, etc.

On completion of this course you will be able to: | Understand the world of sales | Appreciate the sales cycle, key activities and the role of different players at different points of the cycle

| Understand techniques used to manage client relationships positively and effectively | Sell yourself, your organisation and your products / services with confi dence

A typical course covers the following sections: | What is ‘selling’ and what are the key activities within the sales cycle? | Who are the key players within the sales cycle? Your role within this cycle | Features, benefi ts, upselling, cross selling – How do these terms apply within your organisation?

| Dealing with objections and closing deals | Sales skills -building rapport with your clients, gaining their trust and respect, effective relationship management, questioning techniques, active listening, selling the features and benefi ts of your products or services

| Elevator pitch for use during networking events or related activities | Action planning



Sales for Non-Sales People


Course Code: SSNSP

An excellent

and engaging trainer!

Takeda

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AimMost sales managers are targeted with scoping and delivering a strategic sales plan targeted at optimising organisational sales. The course will equip participants with the know how to enable them to analyse the performance of their function and to establish a robust strategic plan which will help their sales performance to further grow and fl ourish.

Who for?All individuals with responsibility for a sales department including sales managers, sales directors / executives, senior account managers and senior sales staff.

On completion of this course you will be able to: | Understand your strategic selling options | Identify the unique selling point of your organisation and ways in which your organisation might be positioned as the ‘obvious choice’

| Appreciate customer perceptions and the impact of these perceptions on your competitive position

| Guide in respect to the development of a strategic selling strategy

A typical course covers the following sections: | The sales cycle and the role of a manager within the sales cycle | Features and activities of a successful sales manager and sales team | How does your personal style impact sales within your team? | Sales channels and channel partners | Dos and don’ts in strategic selling | Why sales functions lose out on deals or fail to retain clients | 4 outcomes: win-win, win-lose, lose-win, lose-lose | Competitor analysis and competitive positioning | Setting and managing sales targets and sales KPIs | Engaging and motivating your team in respect to targets and KPIs | Translating your sales plans into a business strategy



Strategic Selling Skills


Course Code: SSSS

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Pretend that every single person you meet has a sign around his or her neck that says, ‘Make me feel important.’ Not only will you succeed in sales, you will succeed in life.::Mary Kay Ash

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Meet some of our trainers

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Trainer Profi les

R.N. brings a unique blend of over 10 years international business exposure, senior management perspective and direct operating experience in

sales, marketing, international business development, human resource training, intercultural communication, rapid organisational expansion and peak performance development.

He was, for many years the primary sales and business development director for a leading international fi rm and has worked in over 16 countries globally generating business and strategic relationships directly with heads of state and leaders in both the private and public sector.

He is regularly referred to as a communication expert and has been interviewed on numerous occasions in the UK and Africa. His work has been endorsed by Prime Ministers, Presidents, Leadings CEOs and Athletes from across the Globe

He has vast experience providing interactive and participative sessions for both the public and the private sectors and his training usually includes transactional analysis as well as an in-depth understanding of body language, social psychology, anthropology and intercultural communications.

R. holds a BSc in Marketing and several qualifi cations in Transnational law of Trade, EU law and Applied Economics. He is a certifi ed master NLP practitioner and change management behavioural specialist. He currently lives in Kent, UK.

Kwintessential :: Trainer Profi les

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Trainer Profi les :: Kwintessential

L.G. has worked within the learning and development arena for over 20 years and was previously a Training Manager for TUI UK. She is an

experienced trainer, coach and facilitator with an empathic, engaging and passionate approach to business training.

She has successfully designed and delivered management development, leadership and personal effectiveness training solutions for junior, middle and senior managers in the UK, Europe, North Africa and the Middle East.

L.G. has delivered open courses in London and overseas, as well as bespoke training for a range of organisations in the private and public sector including: Intercontinental Hotel Group, BP, Kuwait Petroleum Corporation, Fulham Football Club, O2, GlaxoSmithKline, American Airlines, Ministry of Defence, Comic Relief and Santander.

She has a passion for helping people tap into and maximise their potential. Her approach is natural, empathic and engaging with a strong focus on enabling transference of skills and knowledge back into the workplace. She received the “Trainer of the Year” Award in 2011.L.G. is a member of the CIPD; she is accredited to administer MBTI, DiSC, Facet5 and Situational Leadership, and is also a Master Practitioner of NLP.

She lives in London but she travels abroad quite often to deliver training courses and workshops. She is also able to deliver trainings in German.

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Kwintessential :: Trainer Profi les

M.M. is an experienced Consultant specialising in Emotional Intelligence, Business Excellence, Performance Management, Business

Communication, Strategy, Sales and Customer Service, Business Analysis and all Management processes.

M. initiated many high profi le projects, successfully delivering major change programmes within the business and industry at large. These projects involved taking organisations from an administration-led organisation to a customer-focused organisation, Business Process re-engineering, new business strategy and new market entry.

His work has given him a great depth and breadth of experiences within numerous industries including Petrochemical, Oil & Gas, Pharmaceutical, Financial Sector as well as Energy Supply Companies and Government Departments including local, national and international public organisations.

He has designed and delivered training interventions for organisations in Europe, Africa and The Middle-East giving participants new perspectives on their roles and delivering lasting change at both organisational and individual level. Besides undertaking training, he also writes and designs learning materials, acts as a coach and mentor to individuals/groups and designs tailored systems of communication and performance development that are robust, practical and effective.

M. has a Diploma in Management Studies and a Certifi cate in Coaching. In addition to this, he is SFEDI accredited as a mentor and coach to UK businesses. M.M. uses many models and exercises taken from psychology such as Transactional Analysis (TA) Neuro Linguistic Programming (NLP) to make workshops as meaningful and effective as possible.

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The only man who behaves sensibly is my tailor; he takes my measurements anew every time he sees me, while all the rest go on with their old measurements and expect me to fit them.::George Bernard Shaw

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Kwintessential

Our CoursesAll courses outlined in this brochure can be delivered as open, “public” courses or as in house,tailor made courses.

Public courses are run regularly in London and Somerset with set dates.

These are available online, via our website, or by asking one of our team for our training calendar. Whether you are an individual, small business or part of a company, joining our open courses is easy. One simply signs up online or in writing.

Course content is generally pre-determined and based upon our prior experience of delivering training in this subject matter and understanding what most attendees will be seeking to cover. However, we send out pre-training questionnaires to participants upon completion of registration which the trainer uses to evaluate who the attendees are, their levels of knowledge, areas of interest, etc.

We believe that a one day training course is the first step to developing new skills and habits, and that ‘practice makes perfect’/ putting knowledge into practice = power. As such, each session is composed of the following key elements:

| Self-assessment/ developing self-awareness | Input of knowledge (from both trainer and peers) | Exposure to concrete role related situations to enable participants to apply the knowledge | Feedback on initial knowledge application | Further practice | Reflection

We aim to keep group size down to 10 participants in order to enable the trainer to spend time with each participant to focus on their unique situation and to allow for maximum practice time.

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Kwintessential

Tailor made courses are designed and delivered for a client after careful consideration and assessment. This is based upon a thorough understanding of both the client’s needs/ circumstances, i.e. HR, L&D or stakeholder level, as well as that of the participant(s’). We then invest time to develop, design and deliver an in-house course with content, exercises and supporting information that has been specifi cally created for the participants.

The bespoke and practice/action based approach, we believe, is one of the best ways of delivering courses that hit the spot in terms of giving people the knowledge they require specifi cally for their roles or the challenges they face, and enabling them to put this knowledge into practice in real situations.

If you are unsure as to what type of course you need – simply contact us and we can talk you through the options.

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Kwintessential

CoachingAny type of behavioural change takes time to essentially become routine.

We believe that training is the fi rst step to developing a competence foundation, however true skills and real change can only be achieved through repetition and practice.

Our trainers are also qualifi ed coaches and can help you and your team achieve the results you desire through focused and regular sessions.

Coaching sessions can take place face-to-face or virtually (telephone, Skype) at regular intervals. Contact us for more information.

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Kwintessential

About KwintessentialKwintessential´s love for people and businesses’ development has sustained our position as a leading international training company for the last 10 years. We offer consultative, bespoke, responsive and client-centric learning solutions that address personal, organisational and international needs across platforms and media.

Our team of experts work with companies to identify strategies focused on domestic and international growth through a broad range of solutions and services. From face to face to blended programmes, our global and experienced team of trainers use the ultimate techniques and methods to ensure you make the most of your learning experience.

We support clients through the identifi cation of business challenges and their respective solutions whilst our learning and development services enable companies to develop their people and talent internally and worldwide.

These areas include, but are not limited to, those depicted opposite:

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Kwintessential

Global Mobility• Expat Relocation Training

(individual/family)• Online Learning• Language Training• Destination Services

Consultancy• Reflective of Client Issues• Comprehensive Service

Packages • Consultation on Business

Processes

Team Development• Culture-specific Training• Working in Matrix/

Remotely• Teambuilding• High Performance

Crosscultural Teamwork• Industry-specific Training

Talent Management• Talent Management

Consultancy• Global Leadership

Development• New Talent Development

Personal Development• Courses: open, tailored or

via webinar• Soft Skills Training• Business Skills Training• Knowledge Resources -

Country Profiles , DVDs etc.

YOURORGANISATION

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What our clients sayWe work with a range of clients from SMEs to global blue-chip companies. Here is some feedback they have given us to date.

Paradigm GPTReally enjoyable experience.

Heriot Watt UniversityGood, informal, well-paced style. The trainer was very enthusiastic which contributed to the enjoyment of the session.

Toyota Kreditbank GmbhVery authentic and interesting.

TaxFree WorldwideLikeable, approachable, made learning fun and relative. Excellent, personal, engaging and interesting.

All SaintsBrilliant day, thoroughly enjoyed the training, very informative, amusing and kept my attention.

Allianz World Wide CareGreat energy and great presentation skills. The presentation was perfect!

UrencoThorough, involving, fun and informative. Interesting, useful and insightful. Perfect mixture of theoretical and practical training.

ClMAThe information and slides were very well presented and informative. Excellent presenter with good background knowledge.

Kwintessential

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Kwintessential

Quotations have been used randomly throughout the catalogue and not necessarily on courses attended

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Contact Kwintessential For more information about us or our courses, please visit our website:

www.kwintessential.co.uk

Or contact one of our team:

LONDON OFFICE96D Southend Croydon CRO 1DQTel: 0208 688 7525 Email: [email protected]

SOMERSET OFFICEGround Floor, Unit 1 Crewkerne Business Park Northern Way, Crewkerne Telephone :(+44) 01460 279900 Email: [email protected]

www.facebook.com/kwintessential

@_kwintessential

www.youtube.com/Kwintessentialvids

www.linkedin.com company/kwintessential/

Kwintessential

Be a yardstick of quality. Some people

aren’t used to an environment where

excellence is expected.::Steve Jobs

Business Training Courses 2013/14 Catalogue

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Business Skills Training Course Catalogue 2013/14

Entertainment & Humor