EG SFW CourseGuide

7/31/2019 EG SFW CourseGuide

1/12

Leadership

and Teamwork

Learning Outcomes

Once you have completed this course, you will have the skills

to grow high performing teams through effective team

leadership. Specifically you will be able to:

Understand how and when to use different leadership stylesto meet individual, team and business goals.

Optimise the skills and qualities necessary to build a

successful approach to team building.

Understand group dynamics and the effect they have on

individuals and on team relationships.

Build an atmosphere of trust and rapport, where participation

and problem solving are encouraged and differing world

views are understood.

Set and manage ground rules for the team and the task.

Establish clear purpose and SMART team goals goals that

are motivational.

Use you management and leadership skills to progress a

team through the development stages, from forming

through to performing.

Audience

First line managers, supervisors, project managers and team

leaders.

When technology changes jobs

overnight, business is conducted

round the clock, competition is global

and people are subject to down-sizing

and restructuring, organisations and

businesses must have effective leaders

who can harness the power of their

team(s) and motivate them to success.

Course Description

Leadership & Teamwork introduces novice leaders and

managers to the leadership styles and management

approaches that are effective in todays working environment.

It helps you to assess your leadership qualities, strengths and

weaknesses, and understand how teams work, interact and

grow so you can manage you team from co-existence to

collaboration, from inception to high performance.

Course Topics

Module 1 (31 mins):

What is Leadership? Leadership Styles

What it takes to be a leader

Module 2 (33 mins):

Foundations of Teamwork Developing Team Trust

Setting the Guidelines for Performance

Establishing Clear Purpose and Goals

Module 3 (18 mins):

Facilitating Teamwork Improving Group Dynamics

Module 4 (23 mins):

Growing your Team Stages of Team Growth

For more information call us freephone 0800 9175425

or visit our website www.exchangegroup.co.uk


2/12

Managing Meetings

Learning Outcomes

Once you have completed this course, you will have learnt the

skills and techniques to facilitate a successful team meeting.

Specifically you will be able to:

State reasons to justify holding a meeting State actions necessary for proper preparation for a meeting

Describe how to facilitate the right mood and mode for a

meeting

Describe success factors for warming up a meeting and

ways to be supportive through use of language

State the difference between meeting content and

process

Describe types of information generated in a meeting

State the key criteria to keep in mind when planning and re-

planning meeting times

State the key criteria for recording information and how to

close a meeting

Describe how to diagnose why a group is low energy,

unresponsive, experiencing patchy participation, emotional oroff agenda, and learn techniques on how to overcome this

Describe five techniques that can be used when a group

encounters a problem

Audience

First line managers, supervisors, project managers and team

leaders.

Managing Meetings will help you to

shape the way your team

communicates and works together. It

will equip you with techniques to make

the best of any challenging people and

situations you might encounter, and it

will help you to build high performing

teams that are flexible, creative and

light on their feet.

Course Description

Course Topics

Module 1 (42 mins):

The Essentials Getting the Meeting on the Right Track

Managing the Flow

Module 2 (24 mins):

Advanced Techniques Resolving Common Meeting Problems




3/12

Creating Powerful

Presentations

Learning Outcomes

Once students have completed this programme they will be

able to write effective and powerful business presentations.

Specifically they will learn how to:

Make a high level plan for a presentation: set objectives,analyse the audience, plan the logistics and decide an overall

presentation style.

Develop strong key messages and an appropriate structure

for their presentation.

Bring their messages to life using techniques such as the

rule of threes, making it human and using suspense.

Write powerful presentation openers and closes that get their

message across.

Create effective visual aids and support materials.

Creating Powerful Presentations takes

students from the initial call to present

to a completed script and effective

visual aids. It explains how to formulate

objectives, analyse audience needs and

tailor their approach appropriately. It

provides tools and techniques to help

plan and write a well structured,

compelling presentation. And it shows

students how to design and useeffective visual aids so that their

presentations result in positive action.

Course Description

Course Topics

Module 1 (48 mins):

Planning the Presentation Thinking about the Presentation

Getting Started

Developing Key Messages

Module 2 (26 mins):

Writing for Clarity and Impact Structuring the Presentation

Bringing the Message Alive

Module 3 (41 mins):

Getting and Keeping Attention Compelling Openers and Closes

Creating Support Materials




4/12

DeliveringPowerful

Presentations

Learning Outcomes

Once students have completed this programme they will be

able to systematically move from a written presentation to

persuasive and polished delivery. Specifically, they will be

able to:

Use the 5 Ps: Pace, Pitch, Pause, Pronunciation and Power

to improve their vocal delivery and add interest to their voice.

Use effective story telling techniques to engage their

audience and deliver their key messages persuasively

including:

- making it personal;

- making it relevant;

- using examples;

- using word pictures and analogies.

Look their best in front of an audience by:

- paying attention to the way they look;

- analysing and rehearsing how they stand, gesture

and move;

- handling support materials with polish. Anticipate and handle the audiences questions effectively

and positively.

Rehearse effectively in front of colleagues, asking for and

incorporating their feedback.

Delivering Powerful Presentations

shows students how to present

persuasively with professionalism,

impact and style. It explores how

words, body language and tone of

voice combine to create a positive

performance. It explains how to

rehearse effectively. And it equips

students to handle questions with the

poise and authority necessary forsuccess.

Course Description

Course Topics

Module 1:

Planning Your Presentation What Makes Presentations Powerful?

Module 2:Delivery: The Lyrics, the Music and the Dance The Lyrics and the Music: Words and Style

The Dance: Body Language

Dealing with Questions

Rehearse, Rehearse, Rehearse!




5/12

Problem Solving

Learning Outcomes

Once students have completed this programme, they will

understand why being able to solve problems is a core

competence in todays workplace. Specifically they will be

equipped to:

Know how to use different thinking styles in order to solve

problems and identify mental blocks to thinking creatively.

Get from problem to solution in a consistent and predictable

way, and foster a positive approach to solving problems in

team members.

Define a problem by clarifying what they will achieve, what

the current situation is, and the root causes of the problem.

Know when and how to use techniques such as Pareto and

Force Field Analysis.

Know how to generate many ideas; provoke their thinking;

change their perspective; make new connections and

recognise mental blocks to creative thinking.

Know how and when to use techniques such as applying a

broad filter, criterion review, pros and cons, and ideascategorisation, to evaluate ideas fairly and consistently.

Identify common pitfalls in making decisions, know when

and how to use decision making methods such as reaching

consensus.

Create a clear implementation overview and know how best

to communicate the plans to key stakeholders.

Special Features

Video case study examples set in different industries provide

participants with opportunities to observe, analyse and

evaluate problem solving in action.

Problems come in every size, shape

and colour imaginable and they often

arrive when you least expect them.

How an organisation responds to the

unexpected can make a big difference

to its competitive edge. The ability to

solve problems, whether individually or

in a team, is an important skill for

todays managers.

Course Description

Problem Solving is based on a simple 6 step process which

includes a range of techniques for analysing the problem,

generating and evaluating solutions, and deciding which

solution to implement. It highlights behaviours and mindsets

that assist individuals or teams during the problem solving

process, and behaviours and mental blocks to avoid. It provides

participants with a consistent approach to solving problems andstopping them happening again.

Course Topics

Module 1:

Getting Started Thinking Smart

Six Steps to a Solution

Module 2:

The Six Step Process Define the Problem

Decide Problems to Tackle

Generate Solutions

Evaluate Options

Choose Your Solution

Plan and Implement




6/12

Influencing Skills

Learning Outcomes

Once participants have completed this programme, they will be

able to make a bigger impact in business. Specifically they will

be able to:

Understand the influencing process and its associated skillsand attitudes.

Assess the accuracy of their five-step plan for win-win

outcomes.

Assess their influencing plan, the success of their analysis of

blockers, floaters and champions, and their choice of

influencing tactics.

Identify thinking patterns and understand how to respond

appropriately, use whole body listening, and recognise false

realities.

Establish rapport by identifying someones values and

building trust.

Use effective influencing strategies and tactics with teams at

different stages of growth and with differing team member

types. Plan to improve their influence in meetings with peers and

customers.

Influencing Skills shows people how to

look for win-win outcomes and plan

how to achieve them. It helps them

develop the communication skills to

influence effectively when they are

face-to-face with customers, peers

and their team. When participants have

mastered the art of influencing, theyll

think smarter, work smarter and

achieve more.

Course Description

Course Topics

Module 1 (66 mins):

Achieving Win/Win Outcomes Introduction: Expanding your Influence

Planning to Win/Win

Communicating Persuasively

Module 2 (25 mins):

Influencing in Action Influencing in Teams

Module 3 (32 mins):

Influencing in Action Influencing in Meetings

Putting it All Together




7/12

Effective Time

Management

Time Management Solutions Time Thieves may lurk unnoticed until you look for them

we offer tips for tackling 16 typical time thieves

Procrastination: tips for overcoming it -- now!

Drowning in paperwork?: tips for reducing the load

Is your inbox always full? Tips for reducing the tyranny

of email Meetings can be places where minutes are taken and hours

are wasted tips for making yours more effective

Could delegation save your bacon? Or are you guilty of

hogging all the best jobs? Tips to help you delegate

positively

Producing Real Return on Investment

Save Time - Effective Time Management helps people save

an average of10% of their time

Save Money - Effective Time Management helps cuts

wasted effort by 20%

Improve Results - Effective Time Management improvespeoples prioritisation, reduces the crisis management

mentality, reduces stress and increases productivity

throughout the organisation.

Is everyone in your organisation too

busy? Do people regularly come in

early and leave late? Is there a constant

feeling of crisis management? Based

on Partners in Business highly

successful 90 minute seminar, Effective

Time Management is a convenient,

interactive and easy-to-use e-learning

course that covers the essentials of time

management. It is packed with practicaltips and techniques that save time and

increase peoples effectiveness.

Course Description

Course Topics

Effective Time Management contains clear-cut lessons, regular

workbook activities and specific strategies that are easily put

into practice. Students learn:

Introduction to TimeDo you have bad time management habits? Do you know when

you work best? Do you know what you value? Are you

committed to making the changes to become a good time

manager? Gaining control of time starts with a good

understanding of yourselfand your behaviour

3Ps to Productivity Purpose: Define your purpose, analyse you key work areas,

analyse your current workload and you can identify what you

should be doing

Prioritisation: Can you tell the difference between urgent and

important? Effective and efficient? Progress and maintenance

tasks? Understand these and youre more likely to tackle your

tasks in the best order Planning: Simple techniques for long term, short term and

daily planning and planning tools to help make the best use

of your prime time




8/12

Understanding

Customer Service

Learning Outcomes


understand how to increase sales and customer loyalty by

being an outstanding customer service professional.

Specifically they will:

Understand the value of their customers and the long term

benefits of providing excellent customer service.

Be able to differentiate between good and outstanding

customer service and understand how to use personal

experience to deliver excellence.

Understand who their customers are - internal, external and

potential.

Be able to describe facts, features and benefits of products,

promotions and business systems and will have analysed

competitive offerings.

Understand how a customer first attitude is a crucial

competitive edge and know how to keep it sharp.

Special Features

Multiple video case studies set in commercial and non profit

organisations provide participants with opportunities to observe

analyse and evaluate different customer service and sales

scenarios.

In a climate where so many products

and services are similar to each other

where margins are getting tighter and

competition more intense its

impossible to exaggerate the

importance of excellent customer

service. It is often the only difference

between one organisation and another.

Course Description




9/12

Sales Through

Service Skills

Learning Outcomes


understand how to increase sales and customer loyalty by

providing excellent customer service skills. Specifically they will

be able to:

Follow the sales through service process: first contact,

explore customer needs, match the needs, close the deal,

and take the extra step.

Make a good first impression and understand why its so

important. A good first impression is a combination of

appearance, acknowledgement, attitude and approach.

Analyse what the customer wants and needs by combining

active listening and effective questioning.

Use knowledge, judgement, focus and communications skills

to match the customers needs and deliver outstanding

service.

Special Features


organisations provide participants with opportunities to

observe, analyse and evaluate different customer service and

sales scenarios.

Sales Through Service Skills equips

participants with a process and the

communication skills to identify, meet

and beat their customers expectations. It

will help them through the sales through

service process: first contact, explore

customer needs, match the needs, close

the deal and take the extra step. It will

also help to analyse what the customer

wants and needs by combining activelistening and effective questioning...so

they can make a real difference to sales.

Course Description

Course Topics

Module 1 (30 mins):

Sales Through Service Skills The Sales through Service Sequence

First Contact

Module 2 (48 mins):

Sales Through Service Skills Exploring Needs

Meeting Needs




10/12

Complaints and

Angry Customers

Learning Outcomes

Once students have completed this programme, they will be

able to handle more challenging situations professionally and

calmly. Specifically they will be able to:

Understand why customers complain complaints resultfrom your failure to meet expectations - and how to treat

complaints as an opportunity to improve.

Use a systematic 6 step process to resolve complaints.

Understand Parent, Adult and Child behaviours recognising

those behaviours in customers and controlling their own

responses to keep interactions adult and productive.

Manage an angry customer.

Special Features


organisations provide participants with opportunities to

observe, analyse and evaluate different customer service andsales scenarios.

Complaints and Angry Customers

helps sales and service providers

understand how to approach the more

difficult and challenging situations

theyll encounter. It provides

participants with a 6 step method for

handling complaints, communication

strategies for staying in control and for

soothing feelings that are running high.

And it equips participants with aprocess to help them meet the needs

of the most challenging customer.

Course Description

Course Topics

Module 1 (40 mins):

Handling Complaints Getting to Grips with Complaints

A Model for Successful Resolution

Module 2 (31 mins):

Angry Customers Keeping it Adult

The Angry Customer




11/12

Helping Demanding

Customers

Learning Outcomes

Once students have completed this programme, they will be

able to handle more challenging situations professionally and

calmly. Specifically they will be able to:

Understand why a customer might be shy. Help an undecided customer come to a decision.

Deal with rude customers.

Educate an uninformed customer and create additional

customer loyalty in the process.

Deal with a customer who isnt right, but who is a customer,

and who - with skill will still be one in the future.

Special Features

A variety of sales and service scenarios demonstrate good and

bad practice and are designed to catalyse discussion and

debate between participants.

Not every encounter with a customer

follows a smooth path. There are some

customers who can challenge the skills

of the most dedicated service provider.

These challenges are opportunities - to

exceed customer expectations and

create customers for life.

Course Description

Demanding Customers guides sales and service providers

through a series of scenario based option paths. This will show

the participant how to manage an angry customer, understand

why a customer might be shy and help an undecided customer

come to a decision. It will help to deal with a customer who

isnt right, but who is a customer, and who with skill will still

be one in the future.

Course Topics

Module 1 (22 mins):

Strategies for Challenging Customers Introduction

The Uncommunicative Customer

The Uninformed Customer

Module 2 (24 mins):

Strategies for Challenging Customers The Wrong Customer

The Rude Customer

The Undecided Customer




12/12

Introduction to Health and

Safety in the workplace

Whats included?

Background: Who is responsible for health and safety, the

distinctions between risk and hazard, and how you can help

keep yourself and colleagues safe and well at work.

In the Office: Health risks and safety hazards usuallyassociated with working in an office, some of the steps you

might take to keep yourself in good health; you will also be

introduced to hazard warning signs that you might come into

contact with.

Fire: Evacuation procedures, what to do if youre the first

person to discover a fire and youll explore the common types

of fire extinguisher, the fires that they are appropriate and

inappropriate for.

Lifting and Carrying Safely: How to lift and move awkward

loads yourself safely, the kinds of injuries you can sustain from

handling things awkwardly, and how to avoid those injuries,

plus how to use mechanical aids safely.

COSHH: Explore who has responsibility for maintaining a safe

working environment - including COSHH regulations (Control of

Substances Hazardous to Health) - and what safety

precautions should be taken.

First Aid and Accidents: What you can do to help someone

who is suffering from sudden illness or injury, until qualified

medical assistance arrives to take over from you.

Health and Safety is about preventing

accidents, injuries and harm to health

caused at work. Failing to efficiently

manage Health and Safety can be far

more costly than getting it right in the

first place.

Course Description

Health and Safety Training online course provides employees

with all the essential information surrounding Health and Safety

Regulations. This course helps organisation to be legally

compliant with Health and Safety and encourages employees to

understand and take responsibility for keeping safe in the

workplace. This course is suitable as an introduction or as part

of an employee induction programme, further training may berequired for personnel in specialist roles.

The learning is delivered through a mix of questions, information

pages and tutorials. By using animation and graphics our

successful learning methodologies keep the employee engaged

and motivated throughout the learning.



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