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■ IT Training Services■ Management Training■ Network Installation & Support■ Project Management■ Website Development■ Database Design

Nexgenn Consulting Limited12th Floor York HouseEmpire Way Wembley Middlesex HA9 0PASwitchboard: 020 8782 8850Fax: 020 8782 8860

BOOKINGS & ENQUIRIES: 0845 600 6061WWW.NEXGENN.COMEMAIL: [email protected]

Nexgenn Consulting Limited

Personal Developmentand Communication Skills

Training CoursesCatalogue

T H E I T S E RV I C E S CO M PA N Y

Learning Solutions

OVERVIEWTaking on your first team leader role can beexciting and challenging. This two-dayTeam Leader Skills activity based trainingcourse provides students with the opportunityto identify team leadership skills and learnhow to apply them. Students will learn howto motivate staff, run team meetings andmanage their own time. Students will createan action plan that will identify their keylearning and how they intend to apply it inthe workplace.

AUDIENCEThis course is designed for newly promotedteam leaders, or individuals who have beenin a team leader role for up to six months.

OBJECTIVESAt the end of the course, students will beable to:

• Define the role of the team leader• Motivate staff• Give and receive feedback• Demonstrate time management skills• Delegate effectively• Run Team Meetings• Describe how they will apply their

learning in the workplace

PREREQUISITESThere are no prerequisites for attending thiscourse.

COURSE MATERIALThe student kit includes a comprehensiveworkbook for the student to keep.Upon completion of the course, a framedcertificate will be presented to the student todemonstrate their record of achievement.

MODULE 1: DEFINE THE ROLE OF THE TEAM LEADER• What is leadership• Why is it important

MODULE 2: MOTIVATING STAFF • Motivators and de-motivators• Your role in motivation

MODULE 3: GIVING AND RECEIVING FEEDBACK• Verbal and non-verbal communication• Active listening• Giving ‘difficult’ feedback• Receiving feedback

MODULE 4: TIME MANAGEMENT• Strategies for managing time• Coping with paperwork • Handling interruptions• Prioritising tasks

MODULE 5: DELEGATING• Why delegate• What to delegate

MODULE 6: RUNNING TEAM MEETINGS• The purpose of meetings• Running to time• Participation• Agendas and note taking

For course dates and pricing visit us online at www.nexgenn.com

Team Leader SkillsCourse No: NEXTEAMLEADTwo days • Instructor-led-Classroom


Management Training


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Datasheet ©2007 Nexgenn Consulting Limited

OVERVIEWTaking on your first managerial role can beexciting and challenging. This two-dayManagement Skills for New Managersactivity based training course providesstudents with the opportunity to identify keymanagement skills and how to apply them.Students will learn how to motivate staff,run team meetings, delegate, give andreceive feedback and manage their owntime. Students will create an action planthat will identify their key learning and howthey intend to apply it in the workplace.

AUDIENCEThis course is designed for newly promotedmanagers, or individuals who have been ina management role for up to six months.


• Define the role of the Manager• Motivate staff• Give and receive feedback• Demonstrate time management skills• Delegate effectively• Manage problems• Run team meetings• Describe how they will apply their

learning in the workplace



MODULE 1: DEFINE THE ROLE OF THE MANAGER• What is management• Why is it important• The changing nature of management

MODULE 2: MOTIVATING STAFF • Motivators and de-motivators• Your role in motivation• Individual values• Why are values important• Verbal and vocal skills

MODULE 3: GIVING AND RECEIVING FEEDBACK• Establishing rapport with staff• The value of words• Body language• Active listening • Giving ‘difficult’ feedback• Receiving feedback

MODULE 4: TIME MANAGEMENT• Strategies for managing time• Coping with paperwork • Handling interruptions• Prioritising tasks

MODULE 5: DELEGATING• Why delegate• What to delegate• Monitoring

MODULE 6: RUNNING TEAM MEETINGS• The purpose of meetings• Running to time• Participation• Agendas and note taking


Management Skillsfor New ManagersCourse No: NEXNEWMGTSKILTwo days • Instructor-led-Classroom


Management Training


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OVERVIEWCoaching is becoming widely recognised asan effective development tool used toimprove performance and increase skills ina variety of situations. This three-dayCoaching Skills for Managers activity basedtraining course provides students with astimulating and safe environment in whichto learn, develop, and practice the skills ofeffective coaching. Students will create anaction plan that will identify their key learningand how they intend to apply it in theworkplace.

AUDIENCEThis course is designed for managers whoare responsible for developing and enhancingperformance or skills in others.


• Define the purpose of coaching• Identify when to use coaching as a

development tool• List the benefits of coaching• Demonstrate the core skills of effective

coaching including:- Building rapport- Listening and questioning techniques- Action planning- Motivation



MODULE 1: COACHING OVERVIEW• What is coaching• Why use coaching• When to use coaching

MODULE 2: THE COACHING PARTNERSHIP• Designing a coaching partnership• Agreeing outcomes• Giving and receiving feedback• Confidentiality and ethics

MODULE 3: CORE COACHING SKILLS • Building rapport• Developing trust• Active listening skills• Questioning techniques • Powerful questions

MODULE 4: COACHING EXERCISES• Identifying values• Balance wheel• Getting from A to B

MODULE 5: DESIGNING SOLUTIONS• Requesting action• Action planning• Brainstorming• Accountability• Structures


Coaching Skillsfor ManagersCourse No: NEXMGCOACHThree days • Instructor-led-Classroom


Management Training


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OVERVIEWEnhanced performances can be consistentlyachieved from a team with excellent synergy.This two-day Teamwork and OrganisationDevelopment activity based training courseprovides delegates with a stimulating andsafe environment in which to learn, developand practice the skills of dynamicteam building and organisation development.Students will create an action plan that willidentify their key learning and how theyintend to apply it in the workplace.

AUDIENCE This course is designed for all members ofyour team. It is particularly useful for teamleaders who are responsible for developingand enhancing performance or skills in others,or those aspiring towards managementpositions.


• Clarify and define the outcomes ofgood teamwork

• Demonstrate effective communication skills• Display an understanding of the DISC

assessment system• Effectively read and use characteristic /

behavioural graphs• Demonstrate practical positive

motivational techniques• Demonstrate enhanced skills in effective

conflict minimisation / resolution• Display effective delegation skills• Demonstrate effective assertiveness • Demonstrate effective presentation,

selling and interviewing skills• Demonstrate effective time management skills• Give and receive feedback positively • Describe how to apply new skills within

the team environment



MODULE 1: CLARIFY AND DEFINE THE OUTCOMES OF GOOD TEAMWORK

• What is teamwork• What constitutes a good team

MODULE 2: COMMUNICATION SKILLS• Body language• Verbal and non verbal communication• Active listening• Adapt for better communication• Minimise and resolve conflicts

MODULE 3: EFFECTIVELY IDENTIFY KEY INDIVIDUAL CHARACTERISTICS OF PEOPLE

• What is a behavioural pattern or personality trait• Understanding the DISC model of human

behaviour• What is your dominant personality trait, style or

characteristic• Basic and environmental influence• Your unique personality blend• Understanding the seven personality styles

MODULE 4: MOTIVATIONAL TECHNIQUES• What is motivation• Identify your primary drive• Define and describe individual motivational needs

of your team• What are your team member’s individual strengths

MODULE 5: INTERACTION DYNAMICS• Predict potential conflicts• Effectively communicate differences• Eliminate ongoing conflict• Understand the real difference between strengths

and weaknesses

MODULE 6: DELEGATE EFFECTIVELY • Why delegate• What to delegate and to whom

MODULE 7: BUILDING YOUR ASSERTIVENESS• Challenging self limiting beliefs• Examining self talk• Handling difficult people and situations• Saying ‘No’ positively

MODULE 8: DEVELOPING YOUR PRACTICAL SKILLS• Presentation techniques• Selling techniques• Interview skills

MODULE 9: TIME MANAGEMENT• Strategies for managing time• Cope with paperwork• Handle interruptions• Prioritise tasks

MODULE 10: GIVING AND RECEIVING FEEDBACK • The purpose of feedback• Avoid the three C’s• Give and receive difficult feedback


Teamwork andOrganisationDevelopmentCourse No: NEXTODTwo days • Instructor-led-Classroom


Management Training


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OVERVIEWIn order to be sure that the needs andoverall goals of the organisation are beingmet, managers are given targets. By utilisingthe skills of their team, managers candelegate work that will ensure the targetsare achieved. To do this properly, managersneed to review their staff's performance.This two-day Appraisal Techniques activitybased training course will identify the benefitsof appraisal, the key skills required and howto assess its effectiveness.

AUDIENCEThis course is designed for individuals whocarry out staff appraisals and for those lookingto build their confidence and effectivenessin this essential skill.


• Describe the purpose of the appraisal process

• Explain their role and responsibilities as the appraiser

• Plan, prepare and structure a review• Remain fair and consistent, avoiding bias• Achieve honest and open communications• Listen and give clear and specific

feedback• Define areas for appraisee development

and set clear objectives• Tackle performance problems and

sensitive issues effectively• Conduct appraisals in a confident and

professional manner



MODULE 1: INTRODUCTION TO APPRAISALS• What is an appraisal• The importance of staff appraisal• Functions of appraisals• Developing an effective appraisal system

MODULE 2: KEY AREAS OF APPRAISAL• Past performance• Future potential• Competencies• Individual career aspirations• Time allocation

MODULE 3: CREATING TRUST AND OPENNESS• Values of trust and openness• Johari Window• Using Johari Window concepts in appraisal

interviews

MODULE 4: SETTING OBJECTIVES AND ACHIEVABLEOUTCOMES

• Setting objectives• Interpersonal skills within the appraisal interview• SMART objectives

MODULE 5: PREPARING FOR AN APPRAISAL• Steps in appraisal interview preparation• Approaching appraisals with confidence• Manager's preparation• Drafting an appraisal plan• Steps in an appraisal interview

MODULE 6: ACTIVE LISTENING• Active listening• Main areas of active listening

MODULE 7: QUESTIONING TECHNIQUES• Types of questions• Tips on asking questions

MODULE 8: STAR INTERVIEW TECHNIQUES• STAR interview technique• STAR interview example

MODULE 9: DEALING WITH POOR PERFORMERS• Collecting evidence• Classifying evidence • Setting out the interview• The Interview• Creating an improvement plan

MODULE 10: GIVING FEEDBACK• Completing the appraisal document • Using positive and action promoting language • The follow-up process • Identifying areas of concern


Appraisal TechniquesCourse No: NEXAPPRAISTwo days • Instructor-led-Classroom


Human ResourceDevelopment


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OVERVIEWRecruiting the right people is essential tothe successful development of teams andthe organisation. However, the process iscostly both in terms of time and resourcesand it is therefore critical that the rightcandidate is appointed first time. This two-dayRecruiting and Interviewing Skills activitybased training course will involve delegatesworking on processes and procedures that result in successful selection andrecruitment decisions.

AUDIENCEThis course is designed for individuals whocarry out interviews, and are looking to buildtheir confidence and effectiveness in theseessential skills.


• Develop job specifications and person specifications to fit current recruitment needs of the business

• Develop communication skills in order toget the best from recruitment interviews

• Plan and conduct an interview• Describe different recruitment methods• Implement the STAR concept• Examine selection methods and their

effectiveness in helping identify the best interview candidates

• Be familiar with key legal requirementsin recruitment



MODULE 1: INTRODUCTION• The purpose of the recruitment process• Methods of recruitment• The recruitment interview• Assessment centres

MODULE 2: LEGAL ISSUES• Creating a robust recruitment process • How to ensure your process is fair to all

candidates• Current legal requirements

MODULE 3: ANALYSING THE VACANCY• Creating a job specification • Creating a person profile

MODULE 4: SOURCING APPLICANTS• Internal hires• Free hires• Employee referrals• Advertisements• Agencies• Agencies headhunt and search• Getting quality service from an agency

MODULE 5: PSYCHOMETRIC PROFILING ANDABILITY TESTS

• What are psychometric profiling and ability tests • Why are psychometric profiles and ability tests

important

MODULE 6: INTERVIEWING AND ASSESSMENT ACTIVITIES• Interviewing and assessment activities

MODULE 7: REFERENCES• Written references• Verbal references• References chosen by the employer

MODULE 8: COMPETENCIES• When are competencies used• Types of competency

MODULE 9: TESTING BEHAVIOURS• Using past behaviour to predict future behaviour• Advantages of using past behaviour

MODULE 10: THE STAR CONCEPT• What is STAR• Situation• Task• Action• Result• Advantages of using systematic behavioural

information• Behavioural examples

MODULE 11: OPENING THE INTERVIEW AND DESCRIBING THE INTERVIEWING PLAN

• Conducting the key background review• Asking planned behavioural questions• Closing the interview• An interview guide• Advantages of using an interview guide

MODULE 12: CONDUCTING THE INTERVIEW• Controlling the interview• Questioning techniques• Active listening• Non verbal communication • Creating rapport

MODULE 13: INDUCTION PLANS• Developing plans • Short and long term objectives


Recruiting andInterviewing SkillsCourse No: NEXRECRUITTwo days • Instructor-led-Classroom




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OVERVIEWThis comprehensive one-day Training NeedsAnalysis training course gives studentsthe opportunity to learn and practice theessential skills necessary to develop andimplement a successful training needsanalysis, through structured exercises andreal world case studies. The course willguide students from the initial stages of setting objectives, through the selectionof an appropriate methodology, collection andanalysis of data, to the final presentationof results.

AUDIENCEThis course is suitable for anyone whobelieves their organisation would benefitfrom an increased ability to identify areas forperformance improvement.


• Define Training Needs Analysis (TNA)• Define the six types of Training

Needs Analysis • Use open ended methods of

gathering information • Use structured methods of

gathering information • Design questionnaires• Formulate question types: purpose

and analysis• Select the right method of TNA



MODULE 1: WHAT IS TRAINING NEEDS ANALYSIS (TNA)• The purpose of a TNA• The benefits of using a TNA• When a TNA is appropriate• Where does a TNA fit into the training process

MODULE 2: METHODS• The six types of Training Needs Analysis:

- Context- User- Work- Content- Suitability- Cost benefit

• Applying TNA to real world scenarios• Selecting the right TNA method

MODULE 3: USING OPEN ENDED METHODS OFGATHERING INFORMATION

• Setting effective goals for information gathering• Conversations• Individual interviews• Key informant interviews• Focus groups• Direct observation• Data analysis• Why use these methods

MODULE 4: USING STRUCTURED METHODS OFGATHERING INFORMATION

• Questionnaire• Interviews• Telephone interviews• Performance based studies• Data analysis• Why use these methods• Structured versus unstructured

MODULE 5: QUESTIONNAIRE DESIGN• Statement of purpose• Question sequence• Steering information• Format of answers• Data organisation and analysis• Language and content• Methods of deployment

MODULE 6: QUESTION TYPES: PURPOSE AND ANALYSIS• Multiple choice• Multiple selection• Ranked• Rated• Open ended• Closed• Attitude scaling• Repertory grid

MODULE 7: SELECTING THE RIGHT METHOD OF TNA • Choosing and combining methods• Common mistakes• Resource implications• Measures of success• The importance of pilot work• Presenting the results• Where do we go from here


Training Needs Analysis(TNA)Course No: NEXTNAOne day • Instructor-led-Classroom




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OVERVIEWEffective communication skills are vital intoday’s fast paced business environment.Whether we are communicating face-to-face,via email, on the telephone or in writingthe goal is the same – to understand andto be understood. This two-day EffectiveCommunication Skills activity based trainingcourse provides students with a stimulatingand safe environment in which to developtheir communication skills. Students willcreate an action plan that will identify theirkey learning and how they intend to apply itin the workplace.

AUDIENCEThis course is designed for individuals whowant to communicate well in a range ofbusiness situations.


• Clarify and define the outcomes of their communication

• List the pillars of effective communication• Build rapport with others• Demonstrate effective verbal and

non- verbal communication• Demonstrate improved listening skills• Give and receive feedback• Communicate well using different

methods:- Face-to-face- By telephone- E-mail or letter

• Communicate well in meetings



MODULE 1: COMMUNICATION• What do we mean by effective communication• Barriers to communication

MODULE 2: CLEARLY DEFINED OUTCOMES• Why clarify my outcome• How do I do it

MODULE 3: PILLARS OF EFFECTIVE COMMUNICATION• Verbal and vocal skills• The value of words• Body language• Active listening • The four pillars of success

MODULE 4: COMMUNICATING WELL FACE-TO-FACE• Establishing rapport • Giving ‘difficult’ feedback• Receiving feedback• Managing your response• Participating in meetings

MODULE 5: WRITTEN COMMUNICATION• How to communicate effectively using:

- E-mail- Letters- Memos

MODULE 6: COMMUNICATING BY TELEPHONE• Planning your call• Timing your call• Handling incoming calls

MODULE 7: HANDLING COMPLAINTS• Why people complain• Welcoming complaints• How people complain • Communicating with the complainer• Finding solutions


EffectiveCommunication SkillsCourse No: NEXEFFCOMSKILTwo days • Instructor-led-Classroom


EssentialCommunicationSkills


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OVERVIEWThe most important relationship yourcompany has is between its customers andemployees. This one-day Customer ServiceTechniques activity based training courseprovides students with a stimulatingenvironment in which to develop andsustain a customer service focus. Studentswill learn what customer service is, how tocommunicate with the customer effectively,and how to deal with difficult customers.

AUDIENCEThis course is designed for individuals whowant the opportunity to practice these skillsin a safe environment. This enables them tobuild confidence so that they feel comfortableapplying these techniques to a wide rangeof everyday business situations.


• Develop a customer-focused attitude• Communicate with your customers • Manage telephone conversations• Deliver excellent customer service• Deal with difficult customers



MODULE 1: DEVELOPING A CUSTOMER-FOCUSEDATTITUDE

• What is customer service• The changing nature of customer service • Why is it important

MODULE 2: COMMUNICATING WITH YOUR CUSTOMERS • Verbal and vocal skills• The value of words• Body language• Active listening • Barriers to communication• Pillars of success• Establishing rapport with your customers

MODULE 3: TELEPHONE SUCCESS • What makes a good/bad telephone experience• Knowing what your caller wants• Answering the telephone• Announcing yourself• Taking calls for others • First and last impression• Dealing with enquiries• Internal customers

MODULE 4: DELIVERING EXCELLENT CUSTOMER SERVICE• Knowing your customer's needs• Creative ways to customise your service • Up-sell and cross-sell• Seven prime keys to excellent customer service • The model customer• Customer profiles• Improving service to internal customers

MODULE 5: DEALING WITH DIFFICULT CUSTOMERS• Special needs of difficult customers• When an apology is appropriate• Heading off challenges • Handling stress

MODULE 6: HANDLING COMPLAINTS• Why people complain• Welcoming complaints• How people complain • Communicating with the complainer• Building blocks for success • Psychology of communication• Internal complaints• Building customer loyalty


Customer ServiceTechniquesCourse No: NEXCUSTSERVICEOne day • Instructor-led-Classroom




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OVERVIEWThis two-day Presentation Skills activitybased training course provides studentswith the essential skills required todeliver well structured and professionalpresentations. Students will learn how tocommunicate their message effectively, toovercome nerves and understand and usenon-verbal communication.

AUDIENCEThis course is designed for students whowant the opportunity to practice theseskills in a safe environment, and build theirconfidence so that they feel comfortableapplying these techniques to a wide rangeof everyday business situations.


• Practice the concepts of communication• Prepare your presentation and background• Design effective visual aids • Manage your presentation• Develop presentation techniques

and styles• Manage questions



MODULE 1: CONCEPTS OF COMMUNICATION• Learning styles• Barriers to communication• The communication gap• Getting the message across

MODULE 2: PREPARING YOUR PRESENTATIONAND BACKGROUND

• Know your audience• Clearly define your objectives• Using structure effectively• Preparing prompts• Rehearsing your presentation

MODULE 3: DESIGNING EFFECTIVE VISUAL AIDS • What makes a good visual aid• Why use them• Choosing the right type of visual aid • Content and focus• Text or graphics• Using colour• Grammar tips

MODULE 4: MANAGING YOUR PRESENTATION• Getting to know your location• Using your voice effectively• Body language• Active listening • Opening and closing remarks• Setting audience expectations• Audience participation • Using handouts• Techniques for meeting audience resistance

MODULE 5: PRESENTATION TECHNIQUES AND STYLES• Repeat repeat• Using jokes and anecdotes• KISS• Techniques for managing nerves

MODULE 6: MANAGING QUESTIONS• Why• When• Taking control• Behaviour characteristics • Handling difficult questions• When you just don't know the answer


Presentation SkillsCourse No: NEXPRESKILTwo days • Instructor-led-Classroom




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OVERVIEWNegotiation, persuasion and influencing skillsare vital in today’s fast paced businessenvironment. Whether we are communicatingface-to-face, via email, on the telephoneor in writing the goal is the same – to reacha solution that is agreeable to all parties.This two-day Negotiation, Persuasion andInfluencing Skills activity based trainingcourse provides students with a stimulatingand safe environment in which to developtheir skills. Students will create an actionplan that will identify their key learning andhow they intend to apply it in the workplace.

AUDIENCEThis course is designed for people whowant to negotiate, persuade or influenceeffectively in a range of business situations.


• Identify when to use negotiation,persuasion or influencing techniques

• Clarify and define the outcomes of their negotiation

• Build rapport with others• Demonstrate effective verbal and

non-verbal communication• Demonstrate improved listening skills• Give and receive feedback• Design win-win solutions



MODULE 1: DEFINITIONS• What is negotiation, persuasion and influencing• Why are these skills important• Guidelines

MODULE 2: CLEARLY DEFINED OUTCOMES• Why clarify my outcome• How do I do it

MODULE 3: CORE SKILLS • Building rapport• Developing trust• Active listening skills• Questioning techniques • Identifying values of all parties

MODULE 5: STRATEGIES• Meeting strategies - PEGASUS• Sales Framework – UNICORN

MODULE 4: LANGUAGE PATTERNS• Recognising language patterns in yourself

and others • Using language patterns for more effective

negotiation• Being able to say “No” comfortably

MODULE 5: DESIGNING SOLUTIONS• Give and receive feedback• Requesting action• Action planning• Brainstorming• Accountability• Structures• Win-win outcomes


Negotiation, Persuasionand Influencing SkillsCourse No: NEXNEGSKILTwo days • Instructor-led-Classroom




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OVERVIEWThis two-day Customer Care for TelephoneSupport Staff activity based training courseprovides students with the essentialtechniques they need to communicatesuccessfully over the telephone. It willenable students to tune in to their callers'requirements and respond efficiently andeffectively to their needs. The course willalso equip students with strategies for dealingwith telephone complaints, using theminstead as an opportunity to build customerloyalty. These skills are invaluable in promotingcustomer care and projecting a professionaland dynamic image over the telephone.

AUDIENCEThis course is designed for students whowant the opportunity to practice these skillsin a safe environment, and build theirconfidence so that they feel comfortableapplying these techniques to a wide rangeof everyday business situations.


• Employ effective communication• Manage your own communication• Receive calls effectively• Handle complaints• Be an effective caller• Build rapport • Plan the way forward



MODULE 1: EFFECTIVE COMMUNICATION• Pros and cons of communicating by telephone• What makes an effective communicator • What happens when communication fails

MODULE 2: YOU AS A COMMUNICATOR• Principals of communication• Barriers to communication • The voice• The body• Active listening

MODULE 3: YOU AS THE RECEIVER• What makes a good / bad telephone experience• Know what your caller wants• Answering the telephone• Announcing yourself• Taking calls for others • First and last impressions• Dealing with enquiries• Internal customers

MODULE 4: HANDLING COMPLAINTS• Why people complain• Welcoming complaints• The income multiplier effect • How people complain• Communicating with the complainer• Building blocks for success • Managing anger and rudeness

MODULE 5: YOU AS THE CALLER• Preparing to make a call• Making the call• After the call is over• Speaking to answer machines• Creating the right impression• What to do when they're not available• Obtaining information (getting what you want)

MODULE 6: BUILDING RAPPORT• Why build a rapport• Top ten tips to build rapport• Effective questioning techniques

MODULE 7: THE WAY FORWARD• Organise your environment• Learn to use your telephone• Beware mobile telephones• Time eaters• Using call sheets• Being in control and reducing stress


Customer Care forTelephone Support StaffCourse No: NEXTELCARETwo days • Instructor-led-Classroom




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OVERVIEWThis two-day Train the Trainer activity basedtraining course provides a comprehensivepractical introduction to training andpresenting to groups. This is an idealopportunity to receive some feedback onyour training style in a safe and supportiveenvironment. During the training, students willdevelop a personal action plan to implementtheir learning from this course.

AUDIENCEThis course is designed for people with littleexperience of IT Training who need tounderstand the essential skills and how toapply them.


• List the key elements that constitute effective delivery

• Describe the learning process• List the causes of barriers to learning

in adults• Demonstrate an ability to build rapport

with a group• Read and pace your group effectively• Deliver well structured training sessions

using various training methods• Present professionally – and keep to time• Understand how learners gain from the

training process • Enable the delegates to develop and

prepare for training delivery

PREREQUISITESPrior to attending this training, prepare atleast one group exercise that you would likean opportunity to practice. This exerciseshould take no longer than 15 minutes tointroduce and complete. Ideally it should bean exercise that will make up part of thetraining you will deliver.


MODULE 1: THE ROLE OF THE TRAINER• Describe the purpose and function of a trainer

MODULE 2: THE LEARNING PROCESS• Identify learning preferences• Incorporate material for learning preferences into

all training• Describe Kolb’s learning cycle and its relevance to

course delivery

MODULE 3: TRAINING METHODS • Create training sessions that ensure learning is

effective and demonstrated

MODULE 4: GOOD DELIVERY TECHNIQUES• Managing the training environment so that it is

suitable for learning

MODULE 5: DELIVERY PRACTICE• Demonstrate practical processes to ensure

clear communication• Tell-Show-Do, group activities, questions,

demonstrations, practical exercises

MODULE 6: FEEDBACK• Practical feedback from the instructor

MODULE 7: BUILDING RAPPORT• Describe the importance of rapport• List key steps for building and maintaining rapport

MODULE 8: PACING YOUR GROUP• Ensure speed and content are appropriate for

the audience• Incorporate flexibility into training to match

audience needs• Use of time management techniques

MODULE 9: MOTIVATION• Describe the importance of motivation• List key steps for motivating your audience

MODULE 10: HANDLING QUESTIONS• Handle questions from the audience

MODULE 11: PLANNING AND PREPARINGA TRAINING SESSION

• Setting training objectives and learning outcomes • Designing an interactive training session • Different training methods • Structuring a training session • Building in learner assessments and review time • Designing visual aids

MODULE 12: THE EFFECTIVE TRAINER • Knowledge, skills and personal attributes of an

effective trainer • The process of effective communication within

a group • Skill of:

- Questioning- Active listening- Summarising and reviewing- Effective feedback- Non verbal communication

• Dealing with problem people and challengingsituations in the training room

MODULE 13: DELIVERING THE TRAINING • The process of training • Use of ice breakers and energisers • Use of visual aids • Bite size chunks • Projecting and maintaining a confident and

motivational approach • Evaluating the training delivery


Train the TrainerCourse No: NEXTTTTwo days • Instructor-led-Classroom




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OVERVIEWPeople don’t plan to fail; they simply fail toplan: being able to actively set, track and hitgoals is one of the core ingredients to beingsuccessful and achieving a good work lifebalance. This insightful one-day GoalsMotivation activity based training courseprovides students with specific step by steptechniques to effectively set, track and hitpractically any goal you chose. Students willalso learn how to use positive programmingto help them achieve incredible life changingresults. Students will create an action planfor the next 12 months which will bespecifically tailored to their own goals.

AUDIENCE This course is designed for individuals andteams who are serious about becomingsuccessful, in all areas of their lives. Also forhigh achievers who welcome additional tipsand techniques.


• Clarify and define the qualities ofsuccessful goal setting

• Strategically set short, mid and long termgoals that are measurable and attainable

• Understand how to use / develop powerfulself talk programs for huge results

• Find focus, track progress and staymotivated

• Overcome procrastination by using an accountability program

• Achieve excellent results by developing awinning attitude

• Network to find the right people to give ongoing support

• Describe how new information will be applied, to immediately improve andsustain performance



MODULE 1: QUALITIES OF SUCCESSFUL GOAL SETTING• How important is goal setting• Who is your biggest competitor to your success

MODULE 2: USING AND DEVELOPING POWERFUL SELF TALK PROGRAMS

• What is self talk• What effect does it have on you

MODULE 3: STRATEGICALLY SETTING SHORT, MID AND LONG TERM GOALS

• What is your relationship with your goal• How big should your goals be• What is your goal worth to you• Enhance your relationship with your goal• Begin your 12 month plan• Break your goals down into manageable tasks

MODULE 4: FOCUSSING, TRACKING PROGRESS ANDSTAYING MOTIVATED

• What are you paying attention to• How important is your focus• What is your brain’s decision making process• What is desire motivated action

MODULE 5: OVERCOMING PROCRASTINATION• Understanding the definition of faith and fear• Intention versus Potential• What is your personal belief level / how does it

affect your success• Build an accountability programme• Make your specific declaration

MODULE 6: ACHIEVING EXCELLENT RESULTS BYDEVELOPING A WINNING ATTITUDE

• How important is attitude• What kind of attitude do you have• What to do about negative people / situations• Networking to find the right people for

ongoing support• Applying new information to improve and

sustain performance


Goals MotivationCourse No: NEXGMOTOne day • Instructor-led-Classroom


PersonalDevelopment


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OVERVIEWYoung people at risk of offending ormarginalisation through anti social behaviour,require divisionary activities and in manycases, intense support in order to developlife skills that contribute to a successful andpositive future. This two-day Becoming aMentor activity based training course willprovide students with the necessary skillsto begin to provide solution focusedmentoring for young people aged between7 and 21 years of age.

AUDIENCEThis course is designed for individuals ororganisational staff wishing to develop thenecessary skills to mentor vulnerable youngpeople at risk.


• Describe the purpose of a mentor orrole model

• Define stereotypical thoughts and actions• Display an understanding of young

people’s priorities• Describe disaffection, marginalisation

and its effects• Explain the functions of a mentor• Display enhanced communication and

motivational skills• Set correct boundaries with

young people• Display an increased level of knowledge

and competency in supporting young people at risk



MODULE 1: MENTORING• Identifying mentors in your life• What makes a good role model or mentor• Do you have what it takes

MODULE 2: STEREOTYPES• What do you think• Examining popular stereotypes• Who makes up your mind for you

MODULE 3: BEING YOUNG• What do teenagers think• What was important to you• Look back at families, friends and school

MODULE 4: DISAFFECTION MOTIVATION & MENTORING• What is disaffection• What is marginalisation• What causes disaffection and marginalisation• What are the effects and results of disaffection

and marginalisation

MODULE 5: MOTIVATING YOUNG PEOPLE• What is motivation• What are signs of motivation• How do you motivate a young person

MODULE 6: THE REFERRAL PROCESS• Understanding how young people are referred

to us• CRB clearance• Child protection training

MODULE 7: THE FUNCTIONS OF A MENTOR• Establishing trust• Offering tailored advice• Introducing alternatives• Challenging negatives• Motivating young people• Encouraging initiative

MODULE 8: COMMUNICATION SKILLS• Understanding personality styles• Understanding techniques in matching mentors

and mentees• Effectively adjusting yourself to work with your

mentee• Motivational techniques

MODULE 9: BOUNDARIES • Understanding boundaries in a mentoring

relationship• What do you stand for• Setting boundaries

MODULE 10: ROLE PLAY• Working with young people face to face• Solving problems and challenges


Becoming A MentorCourse No: NEXBECMENTwo days • Instructor-led-Classroom


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OVERVIEWProviding tailored support to young peopleat risk is essential in supporting them todevelop self esteem and initiative in order tomanage challenges and change effectively.This one-day Mentoring the Vulnerableactivity based training course will build onthe skills and knowledge obtained in courseNEXBECMEN: Becoming a Mentor. This coursewill provide students with the necessary skills needed to develop specific personalqualities and values that are essential insupporting young people at risk.

AUDIENCE This course is designed for individuals ororganisational staff wishing to develop thenecessary advanced skills needed tomentor vulnerable young people at risk.


• Describe the necessity for understandingdiversity in mentoring

• Display active listening skills• Clearly describe the differences between

a parent, a mentor and a friend• Display knowledge of goal setting and

monitoring skills• Explain the correct use of confidentiality

within a mentoring relationship• Display adequate competency, knowledge

and skills to begin a mentoring relationship

PREREQUISITESStudents must first complete CourseNEXBECMEN: Becoming a Mentor trainingcourse before attending this course.


MODULE 1: CROSS CULTURE / CROSS GENDERMENTORING

• Who make the best mentors• Understanding diversity in mentoring

MODULE 2: ACTIVE LISTENING • What is Active Listening• Understanding verbal and non verbal communication• Asking questions• Using bridges• Reading body language

MODULE 3: THE MENTORING RELATIONSHIP• Understanding the role of the parent• Understanding the role of the friend• Understanding the role of the mentor

MODULE 4: GOAL SETTING• Visualisation techniques• Setting SMART goals• Monitoring progress

MODULE 5: CONFIDENTIALITY• What is confidentiality• Understanding confidentiality within the

mentoring relationship


Mentoring theVulnerableCourse No: NEXMENVULOne day • Instructor-led-Classroom


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■ IT Training Services■ Management Training■ Network Installation & Support■ Project Management■ Website Development■ Database Design




Personal Developmentand Communication Skills

Training CoursesCatalogue


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