Training
All content is available in a range of formats. Click on the buttons below for more information.
A course delivered across a half day, full day or more, with tutorials, activities
and discussions. These courses have been designed to cover everything you might
expect for the topic, all with a twist that emphasises your staff and/or customers.
Courses can be personalised to your organisation and will always be as informative and enjoyable as possible for everyone (no forced roleplay!).
Courses can be personalised to your organisation and will always be as informative and enjoyable as possible for everyone (no forced roleplay!).
I offer short sessions of one or two hours to give you an overview of any topics I cover.
The format will be customised to what works for you, with a mixture of informal conversation
and practical/interactive training material.
Longer sessions are also available, offering full coverage of any training topic. Please get in contact to discuss your needs.
Longer sessions are also available, offering full coverage of any training topic. Please get in contact to discuss your needs.
This is ideal for groups that don't want a classroom-style approach. You'll get a short
overview of the topic(s) and we'll spend most of the time exploring questions from your
team in the context of their work.
Combine one or more topics and styles to build a personalised experience. This
could form a structured themed programme (management, communication or technical skills, for
example) or take a pick 'n' mix approach and pick different topics for different teams
in your organisation to dip in and out of over a day, delivered online and/or in person.
If need training in an area not specifically covered below, get in touch and we'll see what we can put together for you.
If need training in an area not specifically covered below, get in touch and we'll see what we can put together for you.
What Are You Looking For?
Training Courses
We have developed and delivered a range of well-received courses that meet common needs. These courses
cover everything you might expect, but with a real focus on staff and customers: the people that make
every organisation a success. Every course is available to be customised, and if you don't see what you're
looking for then do look at our wider range of topics below and get in touch.
Business Skills
Communication and People
Equality, Diversity and Inclusion
IT, Computing and Web
Management and Leadership
More Topics
If none of the courses above are quite what you're after, here are a range of areas that we can cover to build a course that
meets your needs. We're happy to work with you to put together a people-focused course that helps you and your organisation move
forwards.
Communication Skills
Helping people talk to people
- Basics of communication
- Communicating effectively
- Listening and questioning
- Use of language
- Knowing your audience (customers and colleagues)
- What to do when you don't know them
- Understanding perceptions
- Communication channels and media
- In person, phone, email, chat, social media and more
- Train the Trainer
Customer Service and Support
Creating the best experiences
- Defining the customer
- Managing expectations
- Query handling
- Problem solving and troubleshooting
- Difficult people and challenging situations
- Understanding behaviour
- Conflict management
- Causes and emotion
- Avoidance
- Handling and negotiating
- Feedback and complaints
Running a Help Desk
Analysing issues and solving them
- Query handling
- Problem solving and troubleshooting
- Communication channels and media
- In person, phone, email, chat, social media and more
- Saying "No" without saying "No"
- Feedback and complaints
- Stats that matter
- Time Management
Equality, Diversity & Inclusion
Respect for everyone
- Protected characteristics (UK Equality Act 2010)
- Unconscious bias
- Disability awareness
- Includes mental health and hidden disability awareness
- Challenging situations
- Considering culture
- Inclusive language and how it evolves
- Equality in the workplace
IT Skills
Getting to grips with computers
- Microsoft Office
- Word, Excel, PowerPoint
- OneNote
- Microsoft 365 (online)
- Working with emails and calendars
- Software and webmail
- Staying organised
- Windows 10 and/or macOS
- Installing, finding and running apps
- File management
- Personalisation
- Security essentials
- Viruses and malware
- Safe browsing and email
And More...
Helping us all work together
- Data Protection and Freedom of Information
- Meeting skills
- Chairing a meeting effectively
- Attending and engaging
- Language, jargon and perceptions
- Taking notes and minutes
- Team building
- Customer skills with colleagues
- Leaders and followers
- Activities for away days
- Time Management
- Train the Trainer
