On-line training course catalogue

Personal Effectiveness to Improve Business Performance – an intensive development programme

Type of course: Classroom

Course details

Fee	£1,750 less package discount of 25% = £1,300
Days	5
Course code	PDPEIBP

We currently do not have public dates scheduled for this course.
If you have a requirement for this course, please contact us for the latest course information.

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This four-module, five-day, intensive development programmes is Xpertise’s recommended training path to provide people, at any organisational level, with the key business skills needed to be more effective in their roles. It consists of four core modules which represent 3 one-day and 1 two-day individual training events. A range of further elective modules (as indicated at the bottom of this page) allows organisations to provide additional skills to people with specific job roles and responsibilities.

By purchasing this five-day programme, you will be able to select dates from our public schedule whilst benefiting from a special discount. Please note these discounts are not applicable with any other offer or discount structure.

• 5 or more days booked qualifies for 25% discount

Personal Effectiveness to Improve Business Performance – Core Modules

Overview

Organisations depend upon people being able to get their message across clearly. The correspondence you produce is an important part of the public face your organisation shows. Module 1, Communicating Effectively, is a two-day event designed to help participants to establish and maintain co-operative workplace relationships and to develop communication skills that will lead to positive results when dealing with customers and colleagues whilst Business Writing for Results, Module 2, concentrates on the need to produce accurate and professional business correspondence with confidence.

Module 3, Delivering Customer Service Excellence, focusses on the ability to deliver a service that will ‘delight customers every time’ and is designed to help participants develop strategies that will enable them to meet the challenge of consistently providing the best customer service available. Organising Work and Time is module 4, and is designed to help individuals identify their key time management issues and then develop strategies that will enable them to make the best use of their time to meet their key work objectives.

Module 1 – Communicating Effectively

By the end of the course you will be able to:

• define what effective communication is
• demonstrate listening and questioning skills effectively
• identify how your inner thinking affects the way you communicate
• stated the relevance of non-verbal communication
• recognise the impact of your communication style on others using recognised models
• describe the importance of assertiveness and its impact on communication

Module 2 – Business Writing for Results

By the end of the course you will be able to:

• recognise and use the four block structure for a letter
• identify the effectiveness of using powerful words and phrases
• demonstrate the importance of grammar, punctuation and spelling
• apply appropriate e-mail etiquette
• state the importance of using plain English
• explain the differences between active and passive sentence construction
• recognise how clichés and redundant expressions can have a negative impact on correspondence
• prepare business correspondence using the techniques covered

Please bring examples of business writing/e-mails with you to this module (removing or blacking out areas of confidentiality).

Module 3 – Delivering Customer Service Excellence

By the end of the course you will be able to:

• explore the importance of customer care and know how to develop a customer care charter
• identify what makes customer care count and set personal customer care goals
• solve problems on behalf of your customers and know how to handle complaints effectively
• enhance communication skills which will enable you to achieve the results you want
• develop strategies for measuring customer satisfaction and identify ways of implementing change in response to customer needs

Module 4 – Organising Work and Time

By the end of the course you will be able to:

• define the 10 principles of time management
• identify your key time management issues and how they relate to your key work objectives
• implement goal-setting techniques
• identify your preferred working style and how to control procrastination
• apply the Pareto principle to your energy cycle
• develop strategies for preventing and controlling interruptions to your plans
• apply time management tools and techniques to the roles and tasks you undertake
• recognise how delegation can assist in management of your time

To enable Individuals to maximise the benefit and enhance your involvement in this module, you will be required to complete three days of time logs. These form an integral part of the course and will be included in the course joining instructions.

Optional Modules to Improve Business Performance through Personal Effectiveness

Additional modules are recommended for those individual who have specific job roles and responsibilities. These modules can be purchased in addition to the four-core modules above or can be used to replace core modules as required. The core recommended package of 5 days benefits from an increased discount level. Reduction of days changes this discount structure as indicated at the bottom of this page.

• Elective Module 5 – Assertiveness Skills
• Elective Module 6 – Concise Minute-Taking
• Elective Module 7 – Customer Care via E-mail
• Elective Module 8 – Essential Skills for the Office Professional
• Elective Module 9 – Image for Impact
• Elective Module 10 – Influencing Skills
• Elective Module 11 – Making an Impact at Meetings
• Elective Module 12 – Managing Stress in the Workplace
• Elective Module 13 – Problem Solving and Decision Making
• Elective Module 14 – Report Writing for Business
• Elective Module 15 – Successful Business Presentations
• Elective Module 16 – Working in Partnership with your Manager

Discount structure

• 3 days booked qualifies for 17.5% discount
• 4 days booked qualifies for 20% discount
• 5 or more days booked qualifies for 25% discount

Discounts are not applicable with any other offer or discount structure