Business Skills Courses

Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.

But how is this done?
How do you ensure it’s consistent across your business? What are the benefits of delivering great customer service?

This course will start by making it very clear exactly what we mean by customer service, and why it’s so vital. It then goes into detail about the goals of great customer service, communication skills both verbal and non-verbal, discovering and understanding customer needs and much more.

Effective businesses encourage the development of positive relationships between managers and employees, as well as amongst co-workers. Establishing and maintaining good work relationships is the key to a positive workplace, and it doesn’t have to take a lot of time.

This course will define employee relations and cover the many benefits good relations can bring to an organisation. It’ll explain how to build confidence in management, including sharing the company vision, building strong teams and the importance of employee feedback.

It’ll examine how a proactive HR presence benefits employee relations. Then look at employment contracts and the role of the Employee Handbook.

The course briefly discusses Performance Management including information on motivating employees and how best to show your appreciation of their contribution to the company.

Finally, it’ll show you how to deal effectively with complaints, discipline and how to combat negativity.

What you will learn:

• Good Employee Relations
• Implementation and HR
• Contracts
• Employee Handbook
• Managing Performance
• Recruitment, Retention and Training
• Complaints, Discipline and Negativity

Right now, potential customers will be searching for your products and services ‐ and if they don’t find their way to your site, you could be deferring them to a competitor. Imagine if your website could rank above your competitors’, using the kind of search terms that turn your visitor traffic into revenue. When it’s done well, search engine marketing can give search engines exactly what they need to put your website in a prime position on Search Engine Results Pages.

The key is understanding what search engines need ‐ and since 90% of all searches in the UK are via Google, this pretty much means understanding Google. This course will explain the proven techniques that will help you reach and maintain the number one results spot.

Giving a successful presentation can be one of the hardest parts of many people’s jobs.

Ultimately preparation will be the key to success when it comes to giving a presentation, but how do you make sure you are prepared enough?

What about the structure? The content? How should you use visual aids?

Being a successful presenter also involves understanding your audience, their expectations and needs.

This course covers the common mistakes people make when preparing for and giving a presentation so you can avoid these, as well as going over good practice and providing some practical advice that you can put to good use the next time you have a big presentation to make.

The effective management of projects is an essential skill in many workplaces. Correct control of stages and different aspects of projects helps to increase the chances of projects being successful.

There are many tools and approaches to managing projects, from a simple ‘to do’ list, to complex methodologies.

When a project is managed correctly it ensures that there’s a sound business reason for undertaking the project, that it’s clear who’s involved in delivering the project, what the expected outcomes are and how resources and risks will be managed throughout the project.

When it’s done poorly the project can suffer from feature creep, delays, go over budget or not get finished at all.

This course covers some of the common project management methodologies, setting goals, and actually achieving them, identifying the need for a project to be started, using key project management tools and much more.

Course Description

Developing Teamwork is all about building stronger relationships within your team by getting to know each other better and creating the foundations for an exceptionally high performing group of people.

This course explains in detail what team working is and covers some of the basic principles for putting together a group of people who will work well together. It then goes on to cover conflict within teams, explaining some of the reasons conflict occurs and some strategies for managing it. It finishes off by exploring some of the different styles of management behaviour and how to develop a resilient team.

Target Audience

Our Developing Teamwork course can be a great starting point for new managers or those that just want to enhance their management skills. This acts as a great introduction to the subject and covers the key concepts and theories around establishing and maintaining effective, resilient teams.

Your Company should be committed to providing a working environment free from harassment and bullying and ensuring all staff are treated, and treat others, with dignity and respect.

This course covers the commitments that will be laid out in your company’s anti-harassment and bullying policy. It then explains the differences between harassment and bullying, the steps that can be taken if either of these occur in or out of work, and some case studies to illustrate the points covered throughout the course.

Acts of bribery and corrupt business practices are still an all to common part of business to business activity in the UK and Worldwide. Inducements can range from small ‘facilitation payments’ to gifts worth millions of pounds. They can come in many different forms and can sometimes be hard to track down.

This course examines some of the reasons why bribery and corruption occur as well as providing an overview of how common these practices are believed to be, before discussing how normal business activities, such as gifts, hospitality, sponsorship and donations, can be manipulated to become bribes.

It goes on to cover the legislation that is in place both in the UK and Internationally and the severe penalties that can be brought against someone found to be acting a corrupt way. It also looks at the effects of bribery at a national level, including corruption in state-owned enterprises and governments, worldwide.

Finally, on a more practical level, it will show you some of the ways management and employees can reduce the risk of bribery and corruption in their organisations, particularly through anti-bribery and anti-corruption policies.