Contents Who Are We? 1 2 3 4
Not Mathematics, But Learning A La Technology Steven Braid Alison Stewart Mission, Vision & Values
What We Do 5 6 7 8
Pick N Mix Give Your Learning A BOOST! Consulting & Organisation Development Pricing, Quality & Project Management
Other Things We Do
9 Psychometrics 10 Experiential & Accelerated Learning 11 Learning 13 Learning Technologies Client Examples 18 Research 19 ..And Now For Something Completely Different
Communications Workshops
21 Effective Problem Solving & Decision Making 22 Powerful Presentation Skills Delivered With Authority & Confidence 23 Advanced Facilitation Skills 24 Communication Skills For Professionals 25 Time Management For Professionals 26 Effectively Handling People & Difficult Situations 27 Managing & Influencing Up 28 Running Effective Meetings & Meeting Management
Personal Development Workshops
30 Developing Your Assertiveness & Self-Confidence 31 Enhancing Your Personal Impact & Relationships With Others 32 Creativity & Innovation Thinking Techniques 33 The Effective Internal Consultant 34 Emotional Intelligence For Individuals 35 Emotional Intelligence When Managing Others 36 Genuine Leadership Using Emotional Intelligence 37 Career & Development Planning 38 Negotiation Skills For Professionals 39 Influencing Skills For Success 40 Networking Skills For Professionals
Leadership Workshops
42 Leadership Development Programme Level I – III 45 Delegation Skills For Managers & Leaders 46 Giving & Receiving Constructive Feedback 47 Coaching Skills For Managers & Leaders 48 Mentoring Skills For Managers & Leaders 49 Advanced/Situational Coaching 50 Building, Developing & Maintaining Teams 51 Managing Remote Teams 52 Managing Matrix Teams 53 Managing Self-Managed Teams 54 Conflict Management Techniques 55 Situational Leadership 56 Managing People You Used To Work Alongside 57 Motivational Leadership 58 The Global & International Manager 59 Effective Change Management 60 Strategic Business Management
HR Management & Organisation Development Workshops
62 Identifying & Analysing Training Needs 63 Training Design For New & Experienced Trainers 64 Training Delivery For New & Experienced Trainers 65 Evaluating & Measuring Training Success 66 High-Impact Training For High-Impact Learning Transfer 67 The 21st Century Training Administrator 68 Managing & Developing Talent 69 Developing Performance & Nurturing Potential 70 Conducting Valued 1:1s 71 Agreeing SMARTER Objectives 72 Conducting Effective Performance Reviews 73 Preparing For Redundancy 74 CV Writing & Construction Skills 75 Interviewing Skills For Interviewers & Interviewees 77 Grievance, Discipline & Dismissals 78 Managing Poor Performance & Absence Management 79 Managing Stress, Anxiety & Frustration 80 Stress Management For Individuals 81 Employment Law Update 82 Managing Diversity 83 HR For Line Managers
Customer Services & Sales Workshops
85 Going The Extra Mile 86 Managing Your Customer Service Team 87 Customer Complaint Handling Techniques 88 Email & Telephone Best Practise Techniques 89 Successful Selling Techniques 90 Relationship Management 91 Maintaining Key Client Accounts
Contact Us TRENDY LEARNING CONSULTANCY
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Not Mathematics, but Learning a la Technology TLC² is one of the UK’s newest learning solutions consultancies dealing with ‘off the wall’ technology enabled blended learning as well as ‘off-the-shelf’ experiential instructor-led face-to-face ‘traditional’ but transformational accellerated learning. Working in partnership with other leading edge consultancies, TLC² has high aspirations to provide 21st century learning solutions that engage the learner ‘end-to-end’ and is applied back in the workplace by 100% of the learner’s they touch. This is achieved using the most client-ready and appropriate measurement and evaluation to provide real return on investment for the organisation that they work in. We move beyond Kirkpatrick to provide evaluation against truly measureable organisational data. We love being Trendy, adore Learning and providing world-class Consultancy. Don’t be put off by the word Trendy…it is our way of saying twenty-first century or even total learning. You can even pick the one that you want! We do this through our passion in Technology in the broad learning solution areas that we call Leadership and Communication. These encapsulate more than they ‘say on the tin’ and we can provide bespoke learning strategies that are best fit for the clients we work with, combing classroom solutions (which we still love to bits), and if you want using learning technologies. So, that’s 2T’s, 2L’s and 2Cs = TLC². Twice the learning and twice the experience. We’re researchers, ground-breakers and creative innovators. You will receive 21st century, fresh, modern and leverages all the learning transfer metholodogies out there in the modern business world – and not a mathematical formula or a technology-only focussed training company. We are proudly based in Scotland; and we have an Academy of people worldwide available at our fingertips from project managers, relationship managers to world-class learning solution providers. We have a great team behind us spread across the UK and overseas from LA to Adelaide – we’re flexible, global and we’ll also provide a best-fit consultant for your management development and staff development programmes and training needs. As the old adage goes – you can’t buy, until you try. We’ll not only try but challenge, collaborate andf investigate to get the best value-add to your learning solution that you need – that’s the TLC² promise
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Who Are We? Steven Braid (Managing Director) FCIPD, MSc, BSc (Hons) – Profile Background Steven, our Managing Director, is an experienced management development professional consultant with fifteen years experience in both managing and developing people within international and blue chip companies. He has experience in designing and delivering a range of blended learning programmes, one to-one coaching and in the facilitation of major events, conferences and workshops. He is one of the world’s leading Learnertainers. Steven favours an outgoing, participative and consultative training and coaching style and design, which gives the delegates the opportunity to experiment through exercises, discussions and other activities, as well as providing practical work-based examples on a whole range of HR and leadership related subjects. By adopting a facilitative role, Steven challenges participants and encourages them to think for themselves and to formulate feasible work-based action planning throughout his training sessions. Described consistently as creative, innovative and flexible. Be it 12 or 1200, Steven can flex his style for your small or large audiences and their training needs.
Subject Matter Expertise Steven's areas of subject matter expertise include leadership, management, interpersonal and communication skills, coaching, managing performance, employee involvement initiatives, employee relations, talent management, change management and consultancy skills. He has run company wide projects on employee involvement, group-wide induction, first line and middle manager programmes, diversity and HR policies and procedures. But if Steven can’t do it, he has an academy of colleagues who can provide subject matter expertise in almost any learning subject area including advanced project management to food hygiene and H&S.
Client Base As a result of his extensive experience, Steven has been called upon to work with some well-known clients. These include AstraZeneca, AXA, Unilever, Canon, Rolls-Royce PLC, Royal Bank of Scotland Group, Airbus, Shell, Schlumberger, Avon Cosmetics, Aviva, and for smaller successful and highprofile organisations. He has consulted on, designed and delivered courses for USA, Europe and AsiaPacific regions.
Career Goals: His career goals and aspirations are and continue to be a world-class leading learning solutions consultant, with a 21st century pragmatic, creative and innovative outlook on effective learning transfer methodologies and ensuring the learners and organisations apply the learning and can demonstrate effective measurement, evaluation and return on investment when working with a truly dedicated professional in his fields of expertise.
What We Can Do For You Your business is unique, we recognise that. So, rather than write a long list now of what we can do, please refer to our range of products and services in the ‘What We Do’ section. If what you want is not on the list, we will find it for you. TRENDY LEARNING CONSULTANCY
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Alison Stewart – Director Of Operations Profile & Core Competencies Alison has a very diverse and varied background in Marketing, Human Resources and Office Administration and has an excellent reputation as an Operations Director for this exciting new organisation. Alison is an easy going, friendly and self motivated person with the ability to work as part of a team or on her own initiative, remaining calm under pressure while working to meet tight deadlines. An excellent communicator at all levels, with a good telephone manner. Alison possesses the ability to prioritise tasks, think creatively and analyse information while having a sensitive approach to confidential information.
Diary Management Excellent IT skills File Management Methodical and accurate Organising travel arrangements for all Executive Group Members Planning and organising Prioritising workloads Proven timekeeping, punctuality and attendance record Tactful and diplomatic
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Our Mission We promise to deliver 21st century world class learning solutions using experiential 21st century learrning transfer methodologies that are memorable for 100% of the individuals we provide learning for.
Our Vision To be a global leader for provision of trendy, non-traditional learning solutions and that TLC² is in the hearts and heads of all the people we touch with our creativity and innovative approach to learning transfer.
Our Values Contemporary: modern solutions for modern business Integrity: doing what we say we will do Never-stand-still: always providing solutions and improvements Never do the same thing twice: bespoke and tailored solutions Lastability: what we do is here to stay and be relevant into 2010’s
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What We Do Pick ‘N’ Mix We aim to provide you with a ‘pick n mix’ from our generic leadership and communications programmes so that it meets the learning needs of the organisations and the individual participants attending. So often, learning programmes have defined outcomes and set programmes for the facilitator to deliver. We aim to change that; if you want a slice of one programme, and another slice from another and so on, we’ll give you what you want with our consultation and advice. No predetermined learning objectives or outcomes, unless you really want them; that is no problem – we design what you need when you need it. Forget those large training brochures with empty promises that don’t do what they say on the tin – we’ll create the tin; you tell us what you want in it! You are our customer; we are your provider. We don’t dictate; we create. Forgoing any more superlatives, in essence we won’t necessarily just ‘lift and shift’ either. If we need, for example, an industry-specific Case Study or examples of typical behaviours, then we’ll weave them in. We have the following learning subject areas in line with our company brand that are all available on different rungs of the individual learner’s career ladder:
Communications Personal Development Leadership Human Resources Customer Services & Sales The learning levels are Taking The First Step (Beginner), Moving Up The Ladder (Intermediate) and Reaching The Top (Advanced). For a flavour of some of our offerings, read our course topics or download the full brochure from our website. This is not an exhaustive list…we can do anything on any topic you want. We have the internal expertise to deliver way beyond what’s on this web and brochure tin. Depending on our collaborative Training Needs Analysis (TNA) and the technology/learning methodology that you select, please refer to our Learning Technologies section of the brochure/website for examples and categories of non-classroom approaches. There is something in there for everyone that can be dovetailed and weaved into a modern learning solution with impact. TRENDY LEARNING CONSULTANCY
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What We Do
Give Your Learning A BOOST! BOOST is the title we give to up to half-day duration learning solutions: in essence a small sharp, boost of learning. Like all good learning solutions and programmes, this is naturally an acronym, standing for:
Brief – but comprehensive and packed with learning outcomes and plenty to contemplate. Outstanding – interactive and leaves the learner with a high degree of satisfaction. Overview – it will provide an overview that can be enhanced with a longer programme if necessary.
Scintillating – using experiential and accelerated learning, no one will want to leave the classroom, even if it’s virtual!
Thought-Provoking – and also challenging the learner to make the difference back in the workplace. This is what a BOOST learning solution will provide for you and your participants. All of our BOOST learning solutions can be tailored to your needs and be as short or as long as you need them to be…from 60 minutes to half a day. They can be drawn from our ‘generic’ offerings and give you that rush of learning transfer you need to instil in your workplace.
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What We Do
Consulting & Organisation Development We are by no means ‘one-trick ponies’. We also provide valued consulting and consultancy advice on your learning needs and can provide end-to-end solutions from training needs analysis, stakeholder and subject matter expert interviews, research and diagnostics, high-level design, detailed design, level 1 measurement through to measurement down-the-line up to 24 months of embedding a programme or series of workshops within a distinct population/level within your organisation.
We have high learning principles – most learning organisations do – but we like to keep things simple and give you the TLC² guarantee: We’ll see it through end-to-end: there’s no sheep-dip approach to our solutions. We provide bespoke solutions as individualised as possible for individual Learners and their needs. And for afterdelivery service, we’ll be there throughout each of our client relationships. We’ll CLEARLY say what’s going well and not going so well: there’s no vanity in our consultancy. We will adapt and grow from your feedback and our feedback and work together to produce the way forward. This is the realisation that sometimes one step back can produce two steps forward. We’ll boldly go where most consultancies won’t have gone before: we like to get our hands ‘dirty’ and find out as much about a business before we move from a high-level design into detailed design. We’ll go down holes, get the overalls on and find out everything about your business so that we feel part of your workforce. We’ll get your stakeholders and people to believe in us as we talk to them in their language, using their terminology and aligned to their culture. We’re not in it for money, we’re in for organisational progress and design improvements: we’re not a huge corporate consultancy who’ll give you a la carte solutions from their knowledge management systems where all they do is change the name of the client to yours and give you the solutions. We’re in it for bespoke, tailored solutions that really give you the OOMPH that you asked us for
In Summary… OD and Consulting go hand-in-hand; if you want consulting advice or a dedicated Senior Consultant to work on designing development centres, competency frameworks, new HR policies and procedures in line with the latest in legislation, organisational structures etc. then we can do this. We can re-build your HR House! We have the knowledge; you have the power to ask us to do whatever you need and we’ll provide you with the latest thinking using consulting techniques and facilitated events using affinity voting, solution trees, voting buttons, staff reactionnnaires etc. In fact, whatever decision-making metholodogy that suits your culture best. So, no one trick ponies; no generic OD and consulting. Just what you need, when do you need it by and how do you want to do it? We may ask a lot of questions, but as long as we’re given access to decision-makers and problem-solvers we’ll give you 100% if not more of what OD and consulting advice you were looking for.
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What We Do
Pricing, Quality & Project Management Pricing With regards to pricing, we aim to be highly competitive and flexible in our negotiation with you as we aim to provide you with bespoke tailored solutions depending on the learning solution and how best to leverage this for the nature and culture of your organisation. It all depends on the scope, complexity, geography and technology of each project. We don’t want to give a false illusion or make false promises. We can do off-the-shelf, but every organisation we work with has a specific product, service or sector – that’s where we’ll provide the bespoke and tailoring and work on a baseline plus bolt-on pricing strategy. Our paramount aim is to get into the HEAD, HEART and HANDS of your organisation and then provide with world-class learning solutions – the price is negotiable, the quality of learning and learning transfer is not.
Quality Quality, not quantity is an old over-used phrase. We will promise to give you world-class and innovative quality solutions with measurements built-in to road test against yours and our quality standards/parameters. As aforementioned, depending on the complexity of the project, we may need to assign a dedicated Account Manager and/or Project Manager to work in conjunction with your project and programme management teams. We’ll also cross this bridge when it comes. We have project excellence at the core of our business and the experience to match.
Project Management We’ll do everything in our skills and knowledge base to keep our project on track and as defined, and together we’ll quickly manage other project risks and issues. Whatever system you work to; we’ll work to the same. Whatever project management methodology your organisation uses down to the technical aspect of using Microsoft Project or the equivalent tool that you use. We’re adaptable, flexible, and highly attentive to detail and promise to deliver on our mission, vision and values for every stakeholders and organisation that we interact with. Again, that’s our global guarantee.
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Psychometrics Psychometrics is the field of study concerned with the theory and technique of educational and psychological measurement, which includes the measurement of knowledge, abilities, attitudes, and personality traits. The field is primarily concerned with the study of measurement instruments such as questionnaires and tests. It involves two major research tasks, namely: (i) the construction of instruments and procedures for measurement; and (ii) the development and refinement of theoretical approaches to measurement. We pride ourselves on having the capacity to administer, deliver and feedback to participants the ‘meaning’ behind the test and the different reports that are often generated from completing one of these ‘tests’. Some, we or you may never have used or heard of. If this is the case, we’ll test their validity; unless it is an in-house tool you use which has already been done so e.g. internal 360 degree assessment. The ones that we’re most familiar with and are accredited to use are as follows: Insights – what colour are you? (personality-based) Myers-Briggs Type Indicator (MBTI) & MBTI Career Report (personalitybased) DISC (Dominance, Influence, Stability, Compliance) – often referred to as Thomas International (personality-based) Honey & Mumford’s Learning Styles – Activist, Reflector, Theorist, Pragmatist Kouzes & Posner’s Leadership Practices Inventory – 360 degree global feedback tool Team Management Systems (TMS) – how you manage a team and how a team interacts Belbin – one of 9 team roles that you play e.g. Resource Investigator, Coordinator Firo-B – similar to MBTI and DISC (personality-based) …And much more. We’ll weave this into your learning solution or independently at your request!
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Experiential & Accelerated Learning Accelerated Learning In Our Classrooms (Even Virtually) More has been discovered about how the human brain works in the last 25 years than in all history to date. The Accelerated Learning Method is based on that research. We each have a preferred learning style — a way of learning that suits us best. If you know and use the techniques that match your preferred way of learning, you learn more naturally. Because it is more natural for you, it becomes easier. And because it is easier, it is quicker. Hence the name – Accelerated Learning. By also incorporating well-researched memory techniques, Accelerated Learning makes learning an enjoyable, successful and satisfying experience. This focuses on using all the six senses that people have and integrating games, exercises, activities involving our Heads, Hearts and Hands to ensure that learning is embedded as successfully as possible. You learn by seeing, hearing and doing. And all our programmes are not talk ‘n’ chalk. We don’t lecture; we use your whole brain and engage and involve you in our learning programmes.
Experiential Learning And if that wasn’t enough, we also integrate experiential learning. Experiential Learning is the process of making meaning from direct experience. Aristotle once said, "For the things we have to learn before we can do them, we learn by doing them." In order to gain genuine knowledge from an experience, certain abilities are required:
the learner must be willing to be actively involved in the experience; the learner must be able to reflect on the experience; the learner must possess and use analytical skills to conceptualize the experience; and the learner must possess decision making and problem solving skills in order to use the new ideas gained from the experience.
For the adult learner especially, experience becomes a "living textbook" to which they can refer. Experiential learning requires qualities such as self-initiative and selfevaluation. For experiential learning to be truly effective, it should employ the whole learning wheel, from goal setting, to experimenting and observing, to reviewing, and finally action planning. This complete process allows one to learn new skills, new attitudes or even entirely new ways of thinking. We use all of this ‘in the mix’ in our learning experiences…we need you to want it and we will provide it. We live and breathe by your experiences, using your whole brain and engaging you throughout.
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Learning Technologies The following learning technologies can all be applied into your learning solution. For a definition, please follow the web-links so that you can find out more for yourself. There’s also a separate section with Case Studies where we have applied some of these learning technologies into client learning solutions. Action Learning Set
http://www.sfeu.ac.uk/actionlearningsets
Discussion Forum – A discussion forum, or message board, is an online discussion site. It is the modern equivalent of a traditional bulletin board, and a technological evolution of the dialup bulletin board system. From a technological standpoint, forums or boards are web applications managing usergenerated content Virtual Classroom
http://www.isb.org.uk/virtual/newsite/
Masterclass
http://en.wikipedia.org/wiki/Masterclass or http://www.xmasterclass.com/fileadmin/downloads/white_papers/xmasterclass_concept_description.pdf
Performance Support http://www.humancapitalmanagement.org/pdf/Learning%20and%20Development%20%20Performance%20Support.pdf E-Workshop http://www.eworkshop.on.ca/edu/core.cfm?p=helpModules.cfm&navID=helpModules&L=1 ‘Real’ Play – A real-play is essentially a role-play using a real-life situation rather than a simulation or role-play scenario/exercise. Psychometrics
http://en.wikipedia.org/wiki/Psychometrics
Mobile Learning
http://en.wikipedia.org/wiki/Mobile-learning
Coaching
http://en.wikipedia.org/wiki/Coaching
Mentoring
http://en.wikipedia.org/wiki/Mentoring
E-Book
http://en.wikipedia.org/wiki/E-book
Instructor-led Training (ILT)
http://www.iqat.org/glossary.php
Serious Quiz
http://en.wikipedia.org/wiki/Serious_game
Video
http://en.wikipedia.org/wiki/Video
E-Learning
http://en.wikipedia.org/wiki/E-Learning
Blog
http://en.wikipedia.org/wiki/Blog
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E-tutorial
http://trese.cs.utwente.nl/taosad/e-tutorial.htm
FAQs – frequently asked questions documents can be posted electronically on systems like corporate Intranet’s and Learning Management Systems Wiki
http://en.wikipedia.org/wiki/Wiki
Interactive Case Study
http://www.enspire.com/custom/interactive
Simulation
http://www.enspire.com/custom/interactive
Action Planning – Steps that must be taken, or activities that must be performed well, for a strategy to succeed. An action plan has three major elements (1) Specific tasks: what will be done and by whom. (2) Time horizon: when will it be done. (3) Resource allocation: what specific funds are available for specific activities. Also called action programme or application plan. Voting Devices
http://www.audience-response.co.uk/VotingButtons.htm
Podcast
http://en.wikipedia.org/wiki/Podcasting
Diagnostic Test – In-depth evaluation with a relatively narrow scope of analysis, aimed at identification of a specific condition or problem. Serious Game
http://en.wikipedia.org/wiki/Serious_game
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Learning Technologies – Client Examples Case Study #1: ILT (Instructor-led Training) – VILT (Virtual Instructor-Led Training) Migration The following learning solution was provided to this client, one of the world’s leading manufacturer of leading brands in foods, home care and personal care. As part of an initiative to drive down costs of classroom delivery, to engage global participation in a virtual classroom environment, for busy sales managers ‘on the road’ and virtual/remote workers, the primary objective of this solution was to take four of the most popular suite of instructor-led training classroom delivery courses and ‘migrate’ them to a virtual instructor-led learning transfer methodology. The four courses were Problem-solving & Decision-making, Internal Consulting Skills, Career & Development Planning and Raising Personal Effectiveness & Impact. Essentially, the aim of VILT migration is to use a live meeting tool such as Webex, Live Meeting or inhouse live-meeting tool (in this instance) using PowerPoint and either a headset with microphone or separate conference dial-in and utilise the full functionality of the live meeting tool to create as interactive an experience as possible for the learner. The best analogy to make for the ‘perfect’ virtual facilitator is one of part radio-DJ, part technician. Live meeting tools require using functionality such as ‘Raise Hand’, using comments boxes, using emoticons and inputting vocally and ensuring full participation by every participant. A script (that is ‘stuck to’) is imperative for VILT sessions. If this is done by one facilitator, the numbers should be limited, according to best-practise to a maximum of 12. If there are two facilitators, one to do the ‘technical’ parts and to other to deliver the VILT ‘script’ the numbers can be increased to 200. There are a range of live meeting tools on the market, some involving costs such as administration and using a conference line (but toll-free ones are readily available), but there is new competition to the traditional Webex/Live Meeting with limited costs such as Mikogo. Another benefit of using live meeting tools to its full functionality is using drawing tools, inserting text into a Whiteboard and that the session can be recorded and viewed by anyone that cannot participate on selected dates. This can also be conducted using m-learning with iPhones and blackberries or other high specification 3G phones with email capability (as this is required to send the link to join the session). The pilots and first few deliveries of this tool proved to be very successful and cost-effective in comparison to classroom delivery and its associated costs. From the feedback received by the client, they have commented that this is learning that can be done ‘at the workstation’ and when spit into 2x90 minute modules it can cover from 1-2 days instructor-led training. What proved to be most effective was the ‘Workplace Challenge’ or ‘Bridge Assignment’ between the two 90-minuted modules (generally a maximum of 2 weeks should be the timings between VILT session on one subject matter are), where the participants have to start implementing their identified actions and have a discussion with their teams, line manager, peers and internal/external stakeholders to try out some of the tools as part of the VILT learning transfer and conduct an
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assignment in between modules, from simple completion of a questionnaire or pre-VILT activities for either both modules or between Modules 1 & 2. This is very much dependent on line manager support and participation and opens up Learning Support Groups and Action Learning Sets from the cohorts attending the sessions. Therefore, a great opportunity to expand an individual’s network in an organisation and to gather different viewpoints from different functions across the organisation. VILT migrations are great for taking a ‘chunk’ from existing programmes e.g. delegation and making it into a VILT session for a particular audience, again reducing the spend required for traditional ILT.
Case Study #2: VILT Reconnects The VILT Reconnect can take place in a variety of formats. The pre-cursor to a VILT reconnect can be an instructor-led training course (one example where this was conducted was on a middle-to-senior 2-day Advanced Coaching programme for the leading manufacturer in Case Study #1). 2-4 weeks after the ILT course, the participants are invited, again using live meeting software, to re-connect as a group and to share their experiences. The VILT facilitator plays more of a facilitative, rather than scripted role, although it can be started with a ‘refresher’ of the key models and subjects covered in the ILT session, followed by a ‘how are you getting on with applying your Personal Action Plan identified during the session. For example, the VILT reconnect can also be an opportunity where there is a 2-day ILT course that needs this ‘extra’ VILT reconnect to check progress on the post-work given during the VILT session and as a pre-cursor to the second VILT module. Alternatively, it is an opportunity for the participants who have been on an ILT programme to ‘reconnect’ between modules, especially if they are held 1-6 months apart, but frequency and ‘best-timing’ has to be pre-determined by the participant cohort to set up a convenient time. This can naturally be ‘prescribed’, but depending on different global holiday periods, cultural sensitivity has to be brought into the equation here. Experience has suggested that, for example, Easter, Ramadan, Chinese New Year can ‘clash’ with the prescribed dates. Again, the client(s) was very impressed with the participant feedback, giving them the opportunity to share their ‘barriers to success’ and identifying strategies for overcoming them and also to share ‘success stories’ and therefore to encourage the participants to implement their identified actions.
Case Study #3: Webinars Over 300 Webex Sessions conducted in conjunction with a Subject Matter Expert from one of the world’s most famous brands as power systems provider, designing, manufacturing and supporting a range of products and services for air, sea and land applications. These have been delivered throughout Europe, Asia-Pacific and the Americas. Fundamentally, these are co-facilitated with a third-party provider who programme manages the global first-middle level manager programmes and an internal Subject Matter Expert on the following subjects: Managing Projects, Managing Business Ethics, Managing Business Finance, Process Excellence & Quality, Problem Resolution and Health, Safety & Environment.
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This involves the participants to firstly complete e-learning on these subject areas, followed by the Webex session with the SME. These have proved to be very successful and although similar to the VILT sessions, they are more facilitative and provide a key summary of the e-learning, followed by a Q&A session, which is always very productive. These can be adapted to form either VILT sessions, followed by essentially a variation on the VILT reconnect and have been used for area sales team managers and global areas that find it difficult to be ‘out of the business’ for more than 2-3 days on an ILT course. Feedback from the client has been that it provides them with an opportunity to speak frankly and honestly both about the effectiveness of the e-learning but also the subject matter in general, making it specific to the business area that the participant works in. These are not conference calls; they are excellent follow-ups that can be used for measurement, evaluation and return on investment of ILT and e-learning courses/ workshops. An example can be provided on request.
Case Study #4: Research Studies & Points-Of-View Over a dozen examples of research studies and points-of-view (POV) on particular subject areas have been requested by one of the world’s largest pharmaceutical companies. The subject areas have varied from performance management, talent management, leading clever people, how to be an authentic leader and wellbeing at work. These POV research studies have used a variety of resources from academic textbooks and research, leading HR and professional development bodies, online resources, podcasts, Twitter, blogs and forums. An example of the embolded POV above is available in a separate document. This saves organisations times in researching or simply googling articles of interest on a particular subject area and consolidates it into a concise body of research that is easily readable and under 2000 words by strict rule. Anything longer than this tends to become too academic and the result is a mixture of academic, professional experience and leading management thinkers points of view.
Case Study #5: Customised e-Learning Different complexities of e-learning packages creates for world’s largest pharmaceutical company, world’s largest power systems provider and UK and France’s leading insurance provider. E-learning can range from relatively inexpensive depending on the sophistication of the product and where the learning management system is that hosts the e-learning application. a The insurance provider was embarking on an end-to-end performance management programme, divided into five core subjects. The ILT was completely application-focussed as the e-learning provided the concepts, theories, models and tips to be implemented. This was hosted on their own Learning Management System using simply an animated version of PowerPoint, enhanced with drag-and-drop functionality using Abode Presenter. Therefore, a relatively inexpensive solution. b Working with the power systems provider’s distance learning team, this product had a higher subject and used a 3D Avatar (a human ‘cartoon’), whom explained various models, tips and theories on three different subject areas.
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c The 3D Avatar was scripted and timed with the accompanying e-learning product, which was simply animated PowerPoint enhanced with the recorded 3D avatar narrative. Care has to be taken to avoid regional accents as this project was rolled out globally. This was a medium price option, with more sophisticated navigation technology and scripting. d With the pharmaceutical company, this e-learning package was produced with all the ‘belts and braces’, with 3D Avatars, non-PowerPoint coded product, but a storyboard provided of what the content should do, say. This was for the launch of a new change management framework and testing and pilots showed that the large investment resulted in surveys (90% very satisfied with intuitiveness and interaction and 95% successful completion of the test at the end of the e-learning. This was the high-end development of the market. In summary, there are a variety of options for E-learning that can be adjusted to suit budgets accordingly. They are fantastic for virtual/remote workers and also complement any ILT or demonstrating continuous performance improvement.
Case Study #6: Podcasts A podcast is a series of digital media files, either audio or video, that is released episodically and downloaded through web syndication. The mode of delivery is what differentiates podcasts from other ways of accessing media files over the Internet, such as simple download or streamed webcasts: special client software applications known as podcatchers (like iTunes, Zune, Juice, and Winamp) are used to automatically identify and download new files in the series when they are released by accessing a centrallymaintained web feed that lists all files associated with the series. New files can thus be downloaded automatically by the podcatcher and stored locally on the user's computer or other device for offline use, giving simpler access to episodic content. Like the term broadcast, podcast can refer either to an ongoing series or episodes of a particular program. A podcaster is the person who creates the content. Podcasts have been created with leading Subject Matter Experts for one of the world’s largest pharmaceutical companies on leadership in the 21st century, performance management for individuals and experiential learning for trainers. Examples of these can be provided upon request. These were recorded using the new 3GS Apple iPhone Audioboo application, which records and converts the files automatically to MP3 and can be played on any MP3 player, or burned to CD. An excellent audio companion at your desk, in your car or for ‘homework’ on an ILT course.
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Case Study #7: Blogs & Twittering Blogs and twitter pages have been created for both the UK’s leading pension provider and one of the world’s leading pharmaceutical companies on their corporate Intranet. It allows the learner to virtually share their experiences of ILT/VILT/virtual classroom and other e-learning solutions and opens up a new opportunity to quickly post messages. A ‘quick’ way to do this is if the individual has an iPhone, but often Intranet restrictions apply. This can be light-hearted or serious, but it does need to be refreshed and administered frequently so that the blogs are weekly/bi-weekly at the most. For learning solutions that last between 6-12 months (including time to apply the learning) they are a very useful alternative to expensive telephone calls between countries especially, but the voice and face-to-face elements are lost, so they are best used in learning in conjunction with VILT reconnects, Webinars and face-to-face contact where possible.
Case Study #8: Digital Learning Quizzes Digital learning games are becoming ever popular. These again, can range in complexity. One example is simply creating digital crosswords and wordsearches (that could also be printed off, scanned and sent to an email address or directly via email) for the pharmaceutical company) to Space Invaders and Who Wants To Be A Millionaire? for a leading North England legal firm, when at the end of a gaming level, you received a template of top tips in different leadership subjects (coaching, leadership, interviewing skills, networking skills etc). Prizes can be given or top scores/completion times added to Intranet for a more competitive element to digital learning.
Case Study #9: Measurement & Evaluation Although not a technology enabled learning example, technology (metrics, online customer satisfaction questionnaire, employee measurements). There are many customer and business measures for ‘Moving Beyond Kirkpatrick’. There is a Research Paper entitled, ‘Does L&D Really Give JUSTICE To Measurement & Evaluation’ available upon request. This was done in conjunction with Napier University, Edinburgh.
Other Technology Enhanced Learning Techniques
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Yousendit.com Discussion Forum Masterclass E-workshop Mobile learning E-book E-tutorial
Research We love to keep in touch with 21st century learning, from academic textbooks from innovative writers such as Kjell Nordstrum and Patrick Lencioni to web forums with learning organisations, professional networking groups on linkedin and the Corporate Leadership Council. Well, the list could go on and on… If your organisation would like the latest thinking in a particular subject such as Managing Clever People, CV Writing or anything in Leadership, Communications, Human Resources, Organisational Development or Customer Services, then we can provide short, snappy, punchy articles that give you the most up-to-date perspective possible. This research paper can be tailored for your industry as our network spreads across most business sectors and can be as short or as long as you want it. We can provide you with anything from a short onepager to a detailed analysis of your chosen business topic. You tell us what you need, and we will provide it. We have a strong academic background and also a pragmatic business focus, giving you the best-in-class advice from both areas of this spectrum within a particular subject. And the format that we write in is flexible – if you want it written in an academic way with references and a typical academic research paper structure or an executive summary or short, snappy bullet pointed one-page synopsis, then we don’t dictate how we will structure our research on your behalf. How you want it presented is what you’ll get. We can even provide you with a Pick ‘n’ Mix of all three.
We have examples in our Free Goodies section on our website. The examples included on www.tlcsquared.co.uk are as follows: Managing Clever People Career Planning Tips & Techniques Top Ten Effective Networking Tips & Techniques Getting Your CV Noticed Never Say No
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…and now for something completely different Have you got a stack of old vinyl LPs/12”/singles and nothing to play them on in this age of CD and digital media e.g. WAV/MP3/WMV files? Are they gathering dust, but you just can’t buy them or download them. We can do this for you using our exclusive Vinyl & Tape conversion service. We’ll clean them up, digify them and those old tapes will sound like something you’ve never heard them like before. We may have these already in a digital format. If not, you can send them to us, and we’ll convert them to you, package and label them, insert track marks and off you go. We can do this via email using www.yousendit.com or send them back to you in the post on a CD ready to play or on an mp3 disc. There’s no need for your CDs and tapes that you’ve kept hold off for sentimental purposes continuing to gather dust. We’ll convert them for you, so that you can play them in your car on CD or on your MP3 player. There will be a cost per item or if you send in bulk, we’ll negotiate and price accordingly and a la our pricing strategy. Also, do you need music for your conference events. Tell us the theme, the function, the intentions of your event and we’ll create a playlist to match (or one to your specifications. Finally (yes, there’s more) we can provide DJs for all company celebrations. We have DJs who have played across the world and will play a little bit of this and a little bit of that. Unless you want this or that, we can tailor and brief our DJs what music will fit the bill. Now…that’s what I call something completely different. How many learning and development companies could offer you that? All you need to ensure is that you have a public license to play music and that if you send up your records and tapes, that they are original versions. Impressed?
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
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Communications Workshops The following Workshops fall under the sub-heading of communication workshops. Communication is a diverse subject that encompasses many subject areas, but is perhaps the most fundamental but important aspects of workplace relationships, especially when communication breaks down. As aforementioned, the following Workshops are available at three different Learner levels and are not an exhaustive list of titles we can produce in this subject area:
Effective Problem Solving & Decision Making Powerful Presentation Skills Delivered With Authority & Confidence Advanced Facilitation Skills Communication Skills For Professionals Time Management For Professionals Effectively Handling People & Difficult Situations Managing & Influencing Up Running Effective Meetings & Meeting Management
Communications Workshops
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Effective Problem Solving & Decision Making
Untangling The Maze & Taking The Right Direction Duration:
1-2 Days (1 day for Problem Solving and 1 day for Decision Making)
Is It Right For Me?
This workshop will provide the learner with the best opportunities to get to the root cause of problems and ascertaining a range of solutions using a structured yet creative model i.e. untangling the maze. Once this is ascertained, the learner can then use a range of different decisionmaking techniques to implement the solution(s) and taking the right direction, overcoming identified barriers and obstacles on the way.
Business Benefits
This Workshop enables the Learner to find solutions to real work-based problems and identify a range of solutions tailored to them. No generic framework can solve everything – it’s down to the individual Learner to ask questions, gather views and come to their own conclusions on what’s the real problem and the most tangible solution(s) for their business right here, right now (and in the future).
Career Gateway
All levels of this programme will give the learner the structure and creativity to implement the most appropriate solution on the first attempt and become known as an effective problem solver and decision maker. Every organisation needs someone to be creative and wear different creative hats when thinking about solutions. If you are that someone, or identified as one of that elite group of people in your organisation who are, you will become more and more involved in the highly complex and challenging projects, programmes and change management that is maybe ‘passing you by’ opportunity wise at this moment in time.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
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Powerful Presentation Skills Delivered With Authority & Confidence
CONfident Presentations Packed With A Punch Duration:
1-2 Days (2 days for Taking The First Step)
Is It Right For Me?
This workshop will provide the learner with a range of tips and techniques to eliminate their personal presentation ‘bad habits’ and present with confidence and authority through practice and application. CONfidence when presenting is as simple as the first three letters in that word – it’s all a CON. It’s how you project yourself outwardly i.e. we all get the presentation butterflies but it’s how to internalise these and speak confidently and with authority for the audience’s perception of your public speaking. Pack the punch when presenting with hooks and anchors – become a ‘Presentation Pirate’.
Business Benefits
Your organisation will need you! Those individuals that can deliver powerful presentations in negotiations, cross-departmental relationships, networking with internal and external customers and get their point across in project and team meetings will be the Presentatiators that you need in the gladiator ring.
Career Gateway
The learner will learn how to eliminate the ‘cringe factor’ from the audience when delivering ineffective presentations and not to feel sorry for you. Learning your little ‘isms’ and bad habits and how to eliminate them when delivery presentations, combined with a soupcon of confidence will allow the learner to pack the necessary punch into future presentations back in the workplace.
Communications Workshops
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Advanced Facilitation Skills
Thinking On Your Feet & Having Eyes In The Back Of Your Head Duration:
1-2 Days (2 days for Taking The First Step)
Is It Right For Me?
This workshop will provide the learner with a range of tips and techniques including icebreakers, contracting, facilitation models including measuring the climate. It will also provide a host of tools and techniques for planning, preparing and implementing the facilitation session to create synergy. Relationship building using Transactional Analysis will also be explored as well as team development models and strategies, including dealing with barriers to agreement, provocation and other catalytic techniques. The Workshop will also include exercises to practise in touch situations and get video feedback.
Business Benefits
The Learner will be able to explore more tools and techniques involved in facilitation and practise a range of situations and receive feedback. The Learner will gain greater insight into the Learner’s behaviour as a facilitator and how to use their skills in challenging situations. Finally, the core benefit is to use facilitation as a tool to evaluate the group climate and feed this back to the senior managers, stakeholders and decision makers in the organisation.
Career Gateway
As facilitation becomes more widely known and practised, expectations grow about the facilitator’s competence. If a senior manager or director gives you a complement about your facilitation skills, then this is akin to getting 11 out of 10, especially with a difficult audience and situation. By advancing your facilitation skills, the Learner will be given opportunities to implement the range of tools and techniques used throughout the programme and use the feedback gained in the practise sessions. A confident facilitator builds confidence in the group, especially in difficult solutions and you will be perceived throughout your organisation as someone who can design and manage processes that will ensure successful outcomes, and to gain the commitment of all those involved.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
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Communication Skills For Professionals
Walking And Talking Through The Universal Minefield Of Communication Duration:
1-2 Days (depending on Learner level)
Is It Right For Me?
This Workshop focuses initially on the barriers to communication, perhaps the strongest being perceptions and the way others see a situation often differs from your viewpoint. Then there are the physical, psychological and emotional barriers to communication and the lack of using assertive behaviour in the workplace. Then, the communication skills of the different types of questioning, listening techniques i.e. the balance you have to ‘strike’ between advocacy and inquiry is a fine line. The Workshop focuses on common listening barriers and putting yourselves in someone else’s shoes while still staying in your own. With lots of interaction, humour and practise, including inserts from famous communicators and powerful presenters, this Workshop will provide the Learner with an insight into how to become world-class communicators.
Business Benefits
Communication skills are at the heart of your organisation’s effective – if your people don’t ask, listen or break down each others’ perceptions, perspectives, values and beliefs then this can be a real ‘maker or breaker’ for productivity, quality and profit. Everyone needs to demonstrate the most appropriate communication behaviours back in your workplace.
Career Gateway
The Learner will realise that all the skills to pay the bills will not necessarily allow them to move up the hierarchy or be promoted into senior positions. This often ‘boils down’ to how you say it and how you generally communicate. Stand up and be listened, particularly when working with the hierarchically-advantaged with a robust action plan to be shared with your peers, partner, line manager and friends can enhance your chances of being perceived in a ‘greater light’ as an effective communicator. 21st century organisations do need their skilled workforce to walk the walk, but almost 9 times out of 10 they need them to talk the talk particularly with new business, sustaining business and generally promoting the organisation and why the customer should stay.
Communications Workshops
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Time Management For Professionals
Tick, Tock, Tick, Tock – Is That The Time? Duration:
1-2 Days (Taking The First Step = 1 Days)
Is It Right For Me?
This Workshop will provide the Learner with the skills, knowledge and behaviour to effectively manage their time. There are many traditional time management techniques; our workshop breaks the mould and really stretches people to identify and plan how they are going to deal with their personal time management barriers and ‘time stealers’. At the Taking The First Step level we can accomplish this in one day of learning; for Intermediate and Advanced levels we raise the bar to a World Record height to truly establish how to get back some of that precious time and get you back on a 9-5.
Business Benefits
No matter the size of your organisation, everyone measures waste. But time lost is the biggest waste that occurs in your organisation. If we can enable your participants to save 6 minutes a day, then we’ll leave you to do the sums. We’ll eliminate procrastination, time stealers and get your people organised to improve individual and therefore organisation efficiency.
Career Gateway
The learner will identify practical and easy to implement solutions to their time management dilemmas and be confident to share these back in the workplace with their peers, direct reports and leaders. The learner will closely examine how to get back a few precious minutes per hour/per day/per week etc. and make the break to getting those Time Stealing Monkeys off their backs.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEARNING : : COMMUNICATIONS
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Effectively Handling Difficult People & Situations
I Can’t Work With Them! I Can’t Handle This Situation! I’m A Professional, Get Me Out Of Here! Duration:
1 Day
Is It Right For Me?
This Workshop will give you that ‘magic touch’ to dealing effectively with difficult people and uncomfortable situations that you have traditionally found difficult to deal with in the workplace. Defining difficult people and situations is an extremely personal and often a clash of personalities. This Workshop examines classic and novel concepts to working with those different people types and enables the Learner to flick the right switch to get the best out of difficulties in any way, shape or form.
Business Benefits
Conflict is the virus of effective intra- and inter-personal communications in your organisation. No virus can be completely cured, but the symptoms can be reduced. We’ll provide the right prescription for each individual attending this interactive and thought-provoking article.
Career Gateway
Once the Learner has applied that ‘magic touch’ and has a successful future track record with difficult people and situations, this will leverage not just your communication skills, but can ‘piggy-back’ onto your influencing style as well. From a career perspective, those that can have those brave conversations and be confident and not arrogant with ‘tricky’ people and situations, this behaviour will be observed and can lead to a number of future possibilities from leading large scale cross-departmental projects to getting where you want to be. Every organisation needs people that can fight fire with water (to extinguish the people/situation ‘flames’; and not necessarily fire with fire (causing disharmony in the group/team).
Communications Workshops
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Managing And Influencing Up
Making Your Boss Stand Up & Really Listen Duration: 1 Day Is It Right For Me? This Workshop will enable the learner to realise that managing and influencing upwards is not as tedious and challenging as it may appear. Your managers and leaders need to know what’s happening on the ‘ground level’, giving them honest and constructive feedback and harnessing your power levers e.g. knowledge, subject matter expertise to get them to really listen to your views and take action. Using a number of PUSH and PULL techniques, this Workshop will concentrate on managing upwards using assertive behaviour and also using the ‘personal touch’ to get to know your managers and leaders better (both socially and professionally). If you show an interest in them, they’ll show an interest in you. Business Benefits You don’t want to be surrounded by people who say yes, when they are really thinking no. This gives the leader and organisation falsified information and this Workshop will give the individuals the confidence to say what needs to be said and realise that one of their roles is to manage their manager. Career Gateway The Learner will be able to assertively use influencing and persuasive ‘tactics’ to find a comfort zone when managing up. Many people find this extremely difficult and spend more time thinking than acting when considering the best approach. The Learner will realise the time and work pressures that their managers and leaders are under, and use their elevator pitch to ‘catch them in the corridor’ and get their feedback and views across. One day you may well want to be in their shoes and empathy combined with brevity will provide them and you with a way forward to a business challenge at your level that ultimately may impact them. If you can influence the boss, then you’ll find that you can replicate this with all managers and leaders in the future.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
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Running Effective Meetings & Meeting Management
Meetings That Stand Out From The Rest: Eliminating No Shows And Go-Slows Duration:
0.5-1 days (dependent on learner level)
Is It Right For Me?
This Workshop will enable the Learner to discuss and explore best-in-class techniques to running effective meetings end-to-end, from invitations and agendas to conducting and facilitating the meeting itself. The Learner will create an agenda, discuss the how to’s and do’s and don’ts of ensuring full attendance at meetings and dealing with meeting ‘menaces’ or saboteurs that impact the timings allocated to the meeting. The ultimate aim is to deliver on time, but also have the timetable for delivery.
Business Benefits
Meetings take time but don’t always either get the necessary outputs, are managed correctly or run to time. You don’t want your people to have meetings for the sake of meetings. If they take place, they have to be managed effectively, including effectively managing those ‘Menaces’. This will result in fully attended meetings, with well thought-out resolutions and actions and are delivered on time every time, allowing them to get back to their ‘real’ work and don’t just get caught in the ‘MEETINGS – THE GREAT EXCUSE FOR NOT WORKING’ mindset.
Career Gateway
The Learner will leave this Workshop with the skills, knowledge and application of meeting management techniques and run effective meetings and dealing with the different people types and levels of power, engagement and interest in the agenda. This is an enabler to being known as an individual who delivers highimpact meetings, getting the right attendees and decision makers and ultimately control the flow of outputs and agreed actions. This will lead to recognition for a fair but no-nonsense meeting manager; a skill that is invaluable in a world of what often needs like never-ending meetings.
Communications Workshops
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Personal Development Workshops Personal development workshops are closely aligned with our communication workshops, but the focus is more on how do I develop myself to be, for example, a better communicator, by enhancing my skills in a particular area that is on my Personal Development Plan.
There’s everything in here from increasing your confidence, improving your networking skills and generally becoming better by implementing the skills, knowledge and behaviours you need to apply back in the workplace. The following titles form our portfolio of Workshops in this area, and are available at the three learner levels that weave across our directory of courses: Developing Your Assertiveness & Self-Confidence Enhancing Your Personal Impact & Relationships With Others Creativity & Innovation Thinking Techniques The Effective Internal Consultant Emotional Intelligence For Individuals Emotional Intelligence When Managing Others Genuine Leadership Using Emotional Intelligence Career & Development Planning Negotiation Skills For Professionals Influencing Skills For Success Networking Skills For Professionals
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
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Developing Your Assertiveness & Self-Confidence
Gaining The Insurance Of Self-Assurance & Self-Confidence Duration:
2 Days
Is It Right For Me?
This Workshop will enable the Learner to make the shift in gear to assertiveness from the slow passive or fast aggressive gears. The Learner will learn how to therefore be in (cruise) control and explore, practise and apply tried-and-tested assertiveness techniques; from saying NO effectively to dealing with different behaviour types and be able to deal with the games people play in the workplace. Highly interactive, moving you out of your comfort zone and stretching you to the limit, the Workshop will increase your self-confidence by focussing on confidence ‘tricks’ and make the giant leap to being that self-assured person you know you are from a sub-conscious to a conscious and observable (by others) level.
Business Benefits
Your organisation needs as close to 100% assertiveness as possible; passive and aggressive behaviour can lead to conflict or ‘inflicting’ unnecessary pressures on individuals, teams and work groups. This Workshop will increase the confidence of participants to get the individuals in your organisation to be truly assertive. We’re not changing personalities; we’re enabling your people to modify their behaviour.
Career Gateway
The Learner often enters this type of Workshop as a result of feedback from peers, colleagues and line managers who know you can, but require you to be assertive in all situations, even if this is just through the perceived eyes of others. The Learner will leave this Workshop with potentially a huge list of actions, but only the assertive truly prevail and equate this to the professional, selfassured and reliable worker not just in your skills and knowledge but also and most important behaviourally.
Personal Development Workshops
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Enhancing Your Personal Impact & Relationships With Others
You’re The One That I Want To Be & Everyone Wants To Be Me Duration:
2 Days
Is It Right For Me?
This Workshop helps the Learner to think completely differently about the situations they encounter in their daily interactions and to asses their own style and ways of handling them in order to develop new and highly effective approaches to develop productive relationships. This Workshop is highly interactive and involves a number of experiential and ‘eye-opening’ examples of how the Learner sees themselves and how others see them.
Business Benefits
If the Learner is looking to improve their interpersonal relationships and reflect on what they are currently achieving compared to what they want to achieve, this workshop will give the Learner the environment, support and guidance to create a personal strategy for improvement.
Career Gateway
This workshop is designed to help you develop your self-awareness of how you come across to others. You will be challenged to be open and honest both in receiving feedback on others’ perception of you, and also in giving feedback to other members of the group. It will help you to project the image and impression you want to create in the workplace. Those individuals who can both project themselves ‘into the spotlight and develop their network and be someone that can work with individuals in different teams and departments will progress to where they want to be in their career development.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
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Creativity & Innovation Thinking Techniques
Wherever You Lay Your Creative Hats, That’s Your Innovation ‘Home’ Duration:
1 Day
Is It Right For Me? This Workshop will enable the Learner to have those ‘kick-ass’ ideas and at a flick of a switch determine creative and innovative solutions and ideas. This is a skill that some are born with and naturally form part of our personality make-up, but for others it’s the old adage of ‘thinking outside of the box’. This Workshop is designed to ‘think beyond the box’. Using creative thinking and innovative techniques, the Workshop will enable the Learner to think like they’ve never thought before. This may not be achieved in the classroom; but it will enable those light-bulb moments to flicker and glimmer. The Workshop will essentially open your eyes to all the potential uses and can be applied to problem-solving and idea creation, keeping the Learner and their organisation one step ahead of the rest. Business Benefits Standing still is lethal! This Workshop diffuses the Learner’s creativity and innovation from a sub-conscious to a conscious level that can be leveraged in your organisation and lead to improvements in processes, policies, procedures, products, and services. The list goes on. Creativity and innovation is still lacking in organisations; but it lies in each of us in different levels – from strategic and practical to wild and wacky. None of these have less benefit from the other. Career Gateway Everyone loves a creative. The ‘natural’ creative types are fountains of knowledge. They’re a scotch on the rocks with a twist. They have a looking glass that’s synonymous with an innovation kaleidoscope. Being known as either or both a creative or an innovator, or even better a ‘creative innovator’ will boost your career prospects and is a transferable skill across organisations and industry sectors. Most creatives are ‘well grounded’ and it’s the ability to wear a different ‘creative hat’ for every occasion that will enable you to stand out from the rest.
Personal Development Workshops
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The Effective Internal Consultant
ENGAGEing Yourself As The Internal Brain In Your Organisation Duration:
1-2 Days (depending on Learner level)
Is It Right For Me?
This Workshop will explode the myth that Consultants are non-employees who are engaged to enter a system in a consulting or advice capacity. The Internal Consultant are those blue-sky thinkers working within organisations to ENGAGE the business and various stakeholders in large programmes, projects and initiatives. This Workshop ENGAGEs the learner to use a structured approach to develop consulting skills within an organisation to work intra and inter-departmentally.
Business Benefits
The ENGAGE model (hence the previous references) is this structured approach and the Workshop breaks down each component to provide the Learner with the skills, knowledge and behaviours to become a world-class internal consultant.
Career Gateway
The Learner will explore the requirements of an effective consultant, using transferable consulting skills. As another gateway to broadening the Learner’s adaptability and flexibility to move and perhaps work in different departments or to become more hierarchically advantaged; this programme engages the organisation and work with key senior stakeholders and decision-makers and increase the Learner’s internal (and often) external network). The Learner will learn the skills, styles and guile to be the next generation of leading thinkers and movers in their organisation.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
33
Emotional Intelligence For Individuals
Keeping A Hold Of Your Emotional Reins & No-One Can Control You Like You Do Duration:
2 Days (Taking The First Step level)
Is It Right For Me?
This Workshop strips down to the bare essentials of the concept of emotional intelligence and its five dimensions as coined by Daniel Goleman. The first day of this Workshop focuses on how to harness your emotions and ‘regulate’ your emotional hot spots and temperature as well as raising your self-awareness as to what triggers your emotional buttons. In essence, what you can do from the inside to control the way you are perceived (often incorrectly) by others. The second day of this Workshop focuses on the outside and your relationship with others. This breaks down into three major components. Firstly, putting yourself in someone else’s shoes while still remaining in your own i.e. empathy. Then, your ability to use your social skills in interpersonal relationships. Finally, what makes you tick, your self-motivation and ascertaining what really gets you out of bed in the morning. It’s not just money you know!
Business Benefits
The emotionally intelligent individual has the Ace in the pack from many others, allowing them to not perhaps being the subject matter expert, but the emotionally controlled individual who is tried, tested, trusted and someone who is perceived as being in a state of emotional control. This will enable the individual that everyone in the team wants to work with and understands that what they see is what they get.
Career Gateway
The Learner will learn more about themselves in these two days than they have in years. Although the tacit subconscious knowledge may be there, the Workshop allows the Learner to take a deep examination and MOT of their emotional psyche and improve their intelligence to really harness those emotions.
Personal Development Workshops
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Emotional Intelligence When Managing Others
I’m In Emotional Cruise Control, So How Can I Get Others To Cruise Along With Me? Duration:
2 Days (Moving Up The Ladder level)
Is It Right For Me?
This Workshop allows the individual first- to middle manager to analyse their own emotional intelligence on the five EI dimensions before ascertaining how they can improve the EI of their team. Through feedback and self-analysis, this will be achieved in a number of mainly activity-led learning transfer methodologies to ascertain EI strengths and areas for development. Then the fun really starts. This workshop then provides a solid understanding of others core emotions in pressure situations and how to improve emotional intelligence on a team level. Paramount to this is learning and recognising that emotions are an integral part of everyone’s work experience and are impacted by the leader and develop guidelines for expressing emotions that contribute to the overall productivity and quality of the team.
Business Benefits
Emotional control when being an organisational role-model is paramount to moving higher up the ladder and having the right leaders in place that will be people-focussed and not just move up the hierarchy based on their knowledge and skills, but most importantly in the 21st century on their behaviours and competencies in the workplace.
Career Gateway
The emotionally intelligent leader has proven research to suggest that they become the real people-managers that reach the top of organisations, not by what they know i.e. their technical expertise, but how they do it i.e. their emotionally intelligent characteristics. Teams and individuals will follow the emotionally intelligent leader like lemmings and be respected, trusted and someone that will reach the top without really trying or by attempting to get to the top through sheer subject matter expertise.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
35
Genuine Leadership Using Emotional Intelligence
I’m At The Top Of The Chain, So Why Should I Be Emotionally Restrained? Duration:
1 Day (Reaching The Top Level)
Is It Right For Me?
This Workshop challenges those near or at the top of their department or organisation to really ‘ground’ themselves and analyse the impact that they have as role-models, especially emotionally, can have a dramatic or traumatic trickle-down effect on the rest of their teams.
Business Benefits
The Learner will be convinced that emotions are at the central core of everyone’s work experiences. Your people are directly impacted by their leader and your ‘emotional capability’. They will learn the impact of ‘negative’ emotional intelligence on quality and productivity output and develop robust action plans and guidelines (for self and others) on having a cultural of ‘open emotion expression’ that will contribute to a more harmonious team dynamic and improve productivity, quality and innovation.
Career Gateway
The Learner will explore his or her fundamental beliefs and values about leadership that drive his/her workplace behaviour and through a thorough evaluation of their beliefs and values how these contribute positively and negatively to his or her leadership approach. It’s tough at the top, and so easy to get complacent in how emotions are controlled. If you want your team/department to be asked the question, ‘who is the best leader you ever had?’, then if the answer if you then it’s more often than not down to how you behave emotionally not what you know or how quickly you got to the top.
Personal Development Workshops
36
Career & Development Planning
What Do I Want To Do Next; And Where Does My Destiny Truly Lie? Duration:
2 Days
Is It Right For Me?
This Workshop will examine your past, present and future of your Career. A bit like the movie and book A Christmas Carol, where we visit the various ‘spirits’ that have either (in a career context) been in spirit killers or spirit makers. Divided into these three core areas, we will identify where you have been and what’s got you there, where you are now and where you want to be in the future. This will be done using a number of modern, creative career and development planning tools in a thought-provoking manner. And we do not assume that they only way is up – it depends on the stage of your career and whether you are winding up, winding down or diversifying horizontally. This is a challenging Workshop for the 21st century war for the talented.
Business Benefits
Your business will grow if people can realise their own developmental and career goals within organisation. Their career is their accountability; realising their goals is partly your responsibility. They may need you to open ‘organisational doors’ and give them access to skills, knowledge and behaviour.
Career Gateway
The Learner will examine their career timeline from the start of their professional career and look forward to 1, 3, 5 and 10 year professional and social career business planning. In order to achieve this, the Learner will receive both a Personality Profile Career Report using MBTI (Myers-Briggs Type Indicator) and a toolkit of career and development planning goodies to implement as and when important. This can be done incrementally, strategically and at the pace that the Learner wants to progress. This is also an opportunity for the Learner to gather career advice from a qualified Career Coach and from other participants on the Workshop. No one will leave this Workshop ‘empty-handed’.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
37
Negotiation Skills For Professionals
I’m OK/You’re OK – Everyone’s A Winner Baby! Duration:
1-2 Days (depending on Learner level)
Is It Right For Me?
This Workshop will examine the eight stages of a typical negotiation situation and break down into single elements to ascertain what needs to be done from a skills, knowledge and behavioural perspective. This ranges from opening to closing and in between the trading, bargaining, reviewing and other key stages of the negotiation process. Psychology and structure also play a significant part in this Workshop. Psychology from the perspective of what you need to gain a WIN-WIN situation from negotiation for all parties involved (or at least from the perspective and perception of all parties). This involves understanding the other parties and their social styles and how to leverage your communication skills to understand the bottom line and point of no concession. Structure from the perspective of the roles required from your party in the negotiation from chief negotiator, reviewer, observer and analyst. This Workshop will be largely practise based and provide a safe environment for real-life negotiation scenarios, but also structured industry-specific role-plays.
Business Benefits
Simple; if everyone in your organisation can negotiate 10% better then this will directly effect quality, productivity, pricing and enhance your unique selling points.
Career Gateway
The Learner will gain a particularly useful insight into the structure, psychology and stages of negotiation and leave the Workshop with the confidence to implement their identified actions to become more effective and wise negotiators. This programme is not centred on WIN-LOSE negotiation. That is against the ethos of what negotiation is defined as. Organisations need good negotiators – if you are perceived as one you will find yourself involved more in strategic negotiation with high stakes and budgets in your capable hands.
Personal Development Workshops
38
Influencing Skills For Success
I’ll Give You What You Want; What You Really, Really Want; I’ll Get What I Need; What I Really, Really Need Duration:
1 Day
Is It Right For Me?
This Workshop evaluates the Learner against 12 key influencing styles and their associated strengths and development areas. These are divided in PUSH and PULL influencing techniques to give the individual what they want and equally to get what you want as well. But it’s not negotiation! It’s about using your influencing power levers to get the skill, knowledge, information or access to a hierarchically advantaged individual you are finding hard to ‘track down’. Highly interactive and involving a series of activities involving group work, this Workshop allows the learner to ascertain how they can weave their communication skills to ‘knit’ the influencing pattern they seek in order to progress. Most Learners often find it more difficult to PUSH using assertiveness, persuasion and coerciveness than to PULL using collaboration, involvement, teamwork and listening.
Business Benefits
If influencing becomes a natural skill in your workforce, then everyone will be PULLing and PUSHing at the right time and your organisational ‘see-saw’ will work as intended i.e. everyone will move in the right influencing direction at the right time.
Career Gateway
How to win friends and influence people – that’s what the Learner will gain from attending this workshop. Another useful complement to this programme is the Networking Skills Workshop. The influential individual always provides the tools to get what they want using the whole range of influencing styles. Their influencing profiles are well balanced. Through identification and solutions to their development areas in the influencing styles, the individuals will action plan for future success and by ‘flexing’ their natural influencing style will find that they naturally find influencing, communication and networking all flow together and are transferable skills that are highly recognised and will make the Learner have a higher profile in the organisation and be rewarded with more ‘stretch’ challenging assignments.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
39
Networking Skills For Professionals
Making Positive Connections & Get Yourself Seen Duration: 1 Day Is It Right For Me? This Workshop focuses on the importance of professional and social networking and how to get yourself seen and known outside of your own sphere of influence within your organisation. The Workshop will give you the skills and behaviours to network effectively, including making positive connections through active listening and positive mirrored body language. The primary focus is on speed networking, making your elevator pitch, capturing the imagination of the person you meet and making that first impression really last in a positive way that enables you to ‘gather’ that person into your network and sustain the relationship beyond a face-to-face situation. Business Benefits Networking scares many of the people in your organisation. They hide behind emails and telephones; never meeting the person they’re contacting face-to-face even if their offices are in close proximity. This Workshop will enable your people to put names to all the faces internally and externally in your organisation. Career Gateway You scratch my back, I’ll scratch yours. The 21st century organisational world is still who you know; not just what you know. The Learner will leave this Workshop with the confidence to network more effectively and how to get themselves known across the organisation, industry and sector. Not everyone likes networking; but this Workshop will improve the confidence of the Learner through seeing the kaleidoscope of benefits that effective networkers have. The Learner will make those positive connections and realise that the difference in a room of ‘strangers’ and the natural uncomfortableness factor is that you have to do it. You have to try. The only difference between try and triumph is a little oomph! Walk the walk and talk the talk and networking will become a natural skill in your career locker.
Personal Development Workshops
40
Leadership Workshops Our leadership Workshops are tailored for the 21st century leader. Whether you coin the term management or leadership and/or have the belief that they are separate entities or interdependent, our Workshops explore a whole range of skill development programmes that are both in line with our Learner levels and our Pick ‘n’ Mix philosophy. We’ll give you a little bit of this, and a little bit of that from the following list of Workshop titles: Leadership Development Programme Level I – III Delegation Skills For Managers & Leaders Giving & Receiving Constructive Feedback Coaching Skills For Managers & Leaders Mentoring Skills For Managers & Leaders Advanced/Situational Coaching Building, Developing & Maintaining Teams Managing Remote Teams Managing Matrix Teams Managing Self-Managed Teams Conflict Management Techniques Situational Leadership Managing People You Used To Work Alongside Motivational Leadership The Global & International Manager Effective Change Management Strategic Business Management
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
41
Leadership Development Programme Level I
Taking The First Steps Into Leadership Duration:
2-5 Days (depending on your pick ‘n’ mix)
Is It Right For Me?
This Workshop will enable new Team Leaders and first-level managers to gain skills, knowledge and behavioural application in a number of core leadership and management skills. These can be derived from the Pick ‘N’ Mix of 1 day leadership programmes, but will traditionally include managing performance, what it takes to be a 21st century leader, differentiating leadership and management and their skills, qualities and traits as well as enhancing and developing coaching, feedback, motivation, team-building, situational leadership and change management techniques, tools and templates as take-aways for future development.
Business Benefits
This leadership programme will be determined by your organisation’s training needs for your first-level manger population and will not be designed as a ‘sheep-dip’ programme for this level. The business benefit of this programme is that it is bespoke and tailored for your organisation.
Career Gateway
The Learner will gain an insight into their current leadership skills and identify the gaps between where they are now and where they want to be as a dynamic 21st century leader. The Learner will be challenged to ‘role-model’ the leaders they admire within their workspace and in general and enjoy an interactive and practical-based application of the many ‘tricks of the managerial trade’. This is a gateway for future leaders with high aspirations and goals and a steep learning curve on traditional Workshops they may have attended before as they are challenged on what they have learned to date, including their leadership ‘personality’.
Leadership Programmes
42
Leadership Development Programme Level II
Moving Up The Leadership Ladder Duration:
2-5 Days (depending on your pick ‘n’ mix)
Is It Right For Me?
This Workshop is intended for experienced or middle managers that have both team and departmental accountability and takes on the mantle of raising the bar of the Level I programme to focus on similar subjects but at an advanced level. The Middle Manager is often felt to be the ‘piggy in the communication middle’. It is imperative in this Workshop that the Learner realises that the information and communication from top-down and bottom-up is cascaded in an accurate, brief and concise way. The Workshop challenges the learner’s values and beliefs concerning management and leadership and provokes and provides a lot of room for facilitated debate on their role in the hierarchy of their organisations.
Business Benefits
This leadership programme will be determined by your organisation’s training needs for your middle-level manger population and will not be designed as a ‘sheep-dip’ programme for this level. The business benefit of this programme is that it is bespoke and tailored for your organisation.
Career Gateway
The middle manager is often unfairly the one that becomes the scapegoat when things go wrong. The Learner will take home a practical action and learning plan to ensure that their communication, networking and motivational skills in particular are honed to perfection and to leave the programme as an emotionally intelligent leader who realises their internal strengths and weaknesses and their external opportunities and threats on reaching the top of the leadership ladder. To reach the top of the Learner’s organisational Everest takes time, dedication and over 50% of their time and effort in effective task, team and individual management. Advanced management and leadership are required as well as candid 360 feedback from peers, colleagues and those more hierarchically advantaged than them.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
43
Leadership Development Programme Level III
Reaching The Top Of The Leadership Ladder Duration: 2-3 Days (depending on your pick ‘n’ mix) Is It Right For Me? This Workshop will allow the senior manager Learners to realise the implications of being at the top of the ladder and that it can be a slippery slope back down the rungs if not implemented correctly. This Workshop focuses on highly facilitated sessions with bags of discussion on experiences that have went well and naturally what could have been done better. It’s tantamount to taking advanced leadership to the highest level and walking the walk and talking the talk 24/7/365. The pressures are high at the top, but it’s about how you become the role model for your department/team/organisation and that CEO (or equivalent) also means Consistently Enigmatic & Organised Business Benefits This leadership programme will be determined by your organisation’s training needs for your executive-level manger population and will not be designed as a ‘sheep-dip’ programme for this level. The business benefit of this programme is that it is bespoke and tailored for your organisation. Career Gateway Who needs a gateway when you’re at the top? The Learner is reaching the top, but depending on the number of rungs left to the top, this Workshop will enable the Executive to take those final steps or those that are already there to maintain their position. As organisations merge and restructure, it’s where your value-add is irreplaceable as a people and task manager and what differentiates you from the rest that’s key to staying at the top. One wrong turn or strategic decision and you’ll find a snake instead of a ladder. The snakes are longer and often take you back down to a position where it takes time to get where you were or wanted to be. High strategic and creative thinking is a primary focus to keep you on track on this interactive, focused Workshop.
Leadership Programmes
44
Delegation Skills For Managers & Leaders
Giving Engaging Responsibilities To All The Team Duration: 1 Day Is It Right For Me? This Workshop will enable the learner to delegate responsibilities, but not accountability (which remains with the manager) to all the team). All too often the high-value delegated tasks are given to the high performers in your team, and the more ‘basic’ administrative ‘chores’ that you have are delegated to the lower-performers. This Workshop focuses on how you can delegate using different leadership styles using a similar structure to all the team, to give them the ‘stretch’ tasks that they all need. This will ‘free-up’ your time to spend more quality people management time and reduce the number of hours spent doing tasks – it’s the art of letting go. In other words, most managers and leaders often end up doing tasks themselves because either ‘it takes time’ to delegate or that your standards are so high that it’s quicker to do yourself. This Workshop provides structures, templates and techniques to help you ‘let go’. Business Benefits Delegation is not an exclusive exercise for middle managers and above. Many first-level managers don’t delegate because of the time involved and the ‘art of letting go’ work that came from their previous role. This Workshop will encourage the learner that delegation=development and that this is in the best interests of the people in your organisation. Career Gateway This relates directly to the manager and leader time spends on a weekly basis. The Learner will realise that a delegated task with clear instructions and guidelines will result in a saving of time as the delegatee can thereafter perform this task for you, saving you time. However, all levels of performer in your team have to be given a fair ‘crack of the whip’; so don’t just delegate low-value tasks unless you can sell the benefits. It will leave you and your team with higher motivation. So, take the time to delegate and watch all your team perform better, more effectively and have a greater feeling of personal value – I’m doing the boss’s tasks today! But ensure that they do them well and effective delegators get recognised within organisations through WOM.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
45
Giving & Receiving Constructive Feedback
I’ll Tell What You Need To Know; In A Way That Will Make You Grow Duration:
1-2 Days (depending on Learner level)
Is It Right For Me?
This Workshop dispels the myth that there’s good and bad feedback. All feedback is constructive, and should also include regular praise. The Workshop focuses on using a structured ‘Peeling The Onion’ framework for delivering all feedback and allows the Learner an invaluable opportunity to practise using real work-based scenarios. The Workshop also incorporates the importance of open questions, allowing the recipient of the feedback time to talk and the giver of the feedback time to listen. The focus here is to eliminate the Learner’s listening habits e.g. rehearsing the next question in your head and using basic NLP methodologies to enhance the overall feedback experience. Often missed in Workshops of this nature is how to receive feedback as well as give it. You have to be able to ‘take what you dish out’ as my grandmother used to it.
Business Benefits
Creating a constructive feedback environment in any organisation is one that will help you to grow as honesty, integrity and trust are instilled and are also conducive to any values-based business.
Career Gateway
The Learner will leave this Workshop satisfied that they have the tools (skills, knowledge and behaviour) to apply and deliver world-class feedback each time and every time and to not delay the feedback process. The Learner will realise that timing is key to feedback and to be confident in delivery of the message regardless of its content. Individuals receiving regular feedback, including praise will value the Learner as a leader and someone who says what needs to be said in a constructive way, enabling both parties to learn from experiences, be challenged to improved and grow from excellent feedback transfer and delivery. The Learner will find that feedback is each day, every day and if this becomes a ‘habit’ for them then their career progress will be enhanced through reputation and credibility.
Leadership Programmes
46
Coaching Skills For Managers & Leaders
I’m Not Telling; I’m Asking - UCANDOIT Duration:
1-2 Days (depending on Learner Level)
Is It Right For Me?
This Workshop focuses on moving beyond the traditional GROW model used in coaching and embraces a new framework entitled UCANDOIT. Naturally another leadership theory acronym but one that moves beyond the trouble with GROW and include the missing ingredients of motivation, review and sustaining performance. This Workshop focuses on using appreciative enquiry techniques, NLP, active listening and following an easy to follow framework to get the answers from the coachee and not the coach. Good coaches ask; bad coaches tell. In fact, they are training not coaching. This Workshop also ‘draws a line in the sand’ and differentiates the skills of coaching from mentoring, counselling and consulting. Highly practical and interactive, this is a whirlwind of knowledge for all those that attend.
Business Benefits
This Workshop can help your business move away from traditional TELL transactional leadership to ask-oriented transformational leadership, inspiring people to grow from INQUIRY not ADVOCACY.
Career Gateway
People in the workplace do not like to be told what to do, especially as they often have and can generate more relevant solutions to their individual situation. The effective coach has the vigilance to spot the opportunities to coach and recognises that this can be done in the corridor, at the water cooler and doesn’t have to be formal 1:1s. The Learner will learn techniques to move them out of training and mentoring and embrace coaching as an effective way to get others to come to the solutions using their own words and therefore be motivated to achieve. From a career perspective, being known as ‘Coach’, rather than the ‘Boss’ is a descriptor that will differentiate you as a leader of the coaching ‘pack’.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
47
Mentoring Skills For Managers & Leaders
Becoming A Fountain Of Knowledge For Others Duration:
2 Days
Is It Right For Me?
This Workshop focuses on the leader’s focus ‘shifting’ from being the boss to being a trusted source of skills, knowledge and behaviour for others. Mentoring is often best practised from individuals who are not your direct reports and those that can harness your expertise. Contracting with your mentee is of paramount importance in this Workshop, as you have to agree time, frequency and other parameters as part of this mentoring contract. You still have a team to manage, but you can hone your listening and questioning skills from a mentoring perspective. This Workshop gives the time to inquire, practise and be inspired to mentor. It also dispels the myth that one individual needs only one mentor as your subject matter expertise may be in only one area of their importance.
Career Gateway
Mentors are essentially skills, knowledge and behavioural role models for any organisation and is a transferable skills across departments, industries and sectors. Mentors have a wealth of knowledge and people will want to be led indirectly through your mentoring advice and your mentees will become the mice to your ‘Pied Piper’. Followers not directly in your team can spread the word about your excellence across the organisation and open the networking door for aspirational leaders to be known outside of their own departmental doorstep.
Leadership Programmes
48
Advanced/Situational Coaching
BRAVE & GREAT Conversations In The Workplace Duration:
2 Days (Moving On Up & Reaching The Top)
Is It Right For Me?
This Workshop takes the coaching to an advanced level using more sophisticated NLP techniques, and understanding when to have those brave and great conversations in the workplace. Essentially, the Learner will understand the importance of ‘raising their coaching bar’ and being able to coach in the moment and also plan effectively and precisely the points that they want to draw out of their individual direct reports. Some of these conversations may be on performance, potential – but always constructive and combines the art of superior effective and constructive feedback with advanced coaching techniques. The Workshop is also about adaptability and flexibility as the coachee is often an experienced manager or leader who will answer directly and not always positivity. Therefore, the Learner will recognise when to reframe and rethink their conversations and be brave in what they say, do and appear in face-to-face and virtual coaching conversations.
Career Gateway
The Learner will take the step to becoming a Master Coach and again spot the opportunities to reframe the coaching scenario at the flick of the switch, demonstrating the flexibility and adaptability that will be admired and respected by the individual coachee’s. An opportunity to shine as a coach and be known in your sphere of influence as a trusted coach, mentor, counsellor and trainer – all skills are relevant in this Workshop and to keep pushing on at the top of the ladder.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
49
Building, Developing & Maintaining Teams
There’s ME in Team – There’s No U But I Need All Of You Duration:
1-2 Days (depending on Learner level)
Is It Right For Me?
This highly interactive Workshop focuses on the three distinct elements; understanding the stages of team development, the different roles that individuals play in teams and maintaining a high level of team performance. This Workshop draws upon well-tested and modern team management theories and involves self- and team-assessment mechanisms to understand where your team is; what their strengths and development areas are and how to aspire to and maintain a high performing team. Largely activity focussed (in team exercises; no surprises there), the Learner will understand the intricacies of dealing with both their own and their team’s behaviours, skills and knowledge and leave with an action plan that can enhance any team at any stage of their development. This is largely based on a traditional in-the-same-office/location/geography team and the bolt-ons can be from the Workshop descriptions for remote/matrix and self-managed teams that follows in this learning directory.
Business Benefits
Team-working is the vital ingredient intra- and inter-departmentally in an organisation and can be either the constructor or destructor in a larger scale. One team’s behaviour can breed another.
Career Gateway
R.E.S.P.E.C.T – that is what it means to me is the key to successful team leadership. It’s about breaking down the five dysfunctions of a team and dealing effectively with egos, cliques and all the subtle nuances of managing and leading small to large-sized teams. The successful and admired team leader has the competence to replicate this in other areas of their organisation, industry and sector and although not often the subject matter expert, the Learner recognises that an effective team leader is someone who has the knowledge to go, do and be whatever they want to be in cross-functional areas and in ‘untested’ waters i.e. different departments that differ from their ‘traditional’ skill-set.
Leadership Programmes
50
Managing Remote Teams
Just Because You’re Not There; Doesn’t Mean I Don’t Care Duration:
1 Day
Is It Right For Me?
This Workshop can be ‘bolted-on’ to the previous course description but focuses specifically on the intricacies of managing a team that is remote by time, geography, location or a number of other parameters that build up to the term ‘remote’. Different tactics, and not necessarily different skills are required to manage remote teams. It’s all about contracting, regular meetings and gathering feedback from third parties. That’s just some of the things that the diligent remote team leader will do every day/ week/ month – depending on the level of performer and their motivational needs from you as their hierarchical leader and manager. This Workshop is largely facilitated and can lead to frustration as the Learner is often the victim to non faceto-face mechanisms of communication. It’s down to what you can do via other technologies and not relying on traditional telephoning and emailing. It’s about using the technology available e.g. Skype, video conferencing for team meetings, SMS, Twitter, Facebook, instant messaging etc. etc. etc.
Business Benefits
Taking the feeling of remoteness out of a remote team can make the team transition through the stages of team development as effectively as a team that is in the same area/timezone/location.
Career Gateway
This is often the poisoned chalice of selecting the right course and why we suggest you think carefully whether your team is remote, matrix or self-managed. It may even be a mix ‘n’ match of all three. The remote leader has to find out on an individual level the ‘communication contract’ with each individual remote team leader and do what they say they will do, when they have agreed to do it. Being a remote worker can be a lonely place to be without effective team leadership and lead to a lack of ‘duty of care’. In order to avoid this, involvement in decision-making and problem-solving to not just those around you in the office but your remote team will result in you being perceived as an ‘involver’ and is a skill that is highly desirable in today’s competitive job market.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
51
Managing Matrix Teams
I’m Not Your Boss, But I Do Lead You Duration:
1 Day
Is It Right For Me?
This Workshop focuses on the matrix management system of team leadership. Although the Learner may not be the traditional boss who deals with the annual performance management of the individual, they may be a secondment or project member working in your location or in your project as a Subject Matter Expert. Therefore, this Workshop details the expectations of the matrix-worker and what you have to do to satisfy not just them but also the regularity of contact, feedback and coaching back to their direct line manager. Dealing with comments like ‘you’re not my boss’ can be difficult situations to handle, but using your team management skills you can make them feel like ‘one of the team’ and learn the skills and knowledge of their subject matter expertise and celebrate what value-add they are giving to the project/team at regular intervals. Praise is key; isolation is poison to the matrix worker. The Workshop breaks down the matrix barriers and keeps you on the same gridlines – you are managing their workload but also their motivation and sustaining their performance in the matrix structure you are working with.
Business Benefits
There are two ‘chains of command’ there: one horizontal (which is your responsibility) and one vertically (the individual’s performance manager). This Workshop will result in your role providing an effective matrix where the individuals feel equally involved regardless of where they ‘lie’ in the matrix.
Career Gateway
The Learner will discover the nuances of not being directly accountable for the individual’s performance; but still responsible for their day-to-day activity. This will help to ‘spread the word’ back to the matrix workers direct line manager and team and give you the reputation of equal treatment for all team members regardless of what the management structure is that they are working with you on or for. The Learner will gain invaluable experience in effectively managing the needs of the matrix worker and how to transfer their knowledge into the ‘team pool’. They may even end up ‘begging’ to be part of your team. If they’re adaptable: never rule this out.
Leadership Programmes
52
Managing Self-Managed Teams
I’m The Manager; No You’re The Manager – I’m Confused!?! Duration:
1 Day
Is It Right For Me?
This Workshop is again a bolt on to the preceding ones. The Learner needs to ascertain if they work in a self-managed team, which is traditionally one with no hierarchy and no direct line manager. In essence, a ‘bunch’ of managers who have equal responsibilities for decision-making, budgeting, service levels etc. The essence of this Workshop is to ascertain what influencing and negotiating styles can be used to gain an equal share of the self-managed pie. There are egos, storming and conflict management all as part and parcel of working in a self-managed team. This Workshop discusses and explores how not to ‘jockey’ yourself for the best position but to equally share responsibilities and work cohesively as an effective team. If the decisions have to be shared them everyone has to be on board.
Business Benefits:
This Workshop will enable the business to work in a non-traditional team structure as self-managed teams have the uniqueness of no hierarchy and a lot of shared accountabilities and responsibilities. The result of an effective self-managed team will be that it does what they say on the team i.e. they are able to mange themselves.
Career Gateway:
The Learner will get a full appreciation of the intricacies of working in a selfmanaged team and the importance of working together cohesively more than any other team type. They will understand that decision-making is mutual, conflict management to be dealt with quickly and constructively and the dynamics and personalities that make up the team all working together to form a tight-knit unit. It’s well quoted that if you can work effectively in a de-layered self-managed team, then you can work across functions, departments, and industries and be a very, very strong team player and leader themselves. Not to be underestimated as we all look at concepts, ideas and projects from different perspectives – it’s all about how to establish shared goals, responsibilities and play to each other’s strengths and accepting your own weaknesses and development areas. The opportunities and threats are shared; the team management is not.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
53
Conflict Management Techniques
It Takes Two For A Row To Brew Duration:
1-2 Days (depending on whether actors are involved)
Is It Right For Me?
This Workshop examines the five primary conflict management styles; avoiding, accommodating, compromising, collaborating and competing. The unique element to these styles or strategies is that they should all be used in the right situation with the right person. This Workshop will identify the natural preferred conflict management style and those that require development by the individual Learner. This Workshop will allow the learner to understand how to use these conflict management styles using interactive Case Studies (which could include the use of actors) and working together as a group of leaders to ascertain the best way to manage conflict, which exists between two or more parties. Remember, there is no conflict if only one party believes that it exists…it takes two.
Business Benefits
The outcome of this Workshop is to enable the Learner to use leadership and conflict management styles and strategies to manage the conflict ‘in the situation’ and as the situation arises.
Career Gateway
If you were to ask a poll of 100 strangers on the street what is their preferred way to handle conflict more than 90% would avoid it. The Learner will either do or see this every day in the workplace and is often hidden in emails, voicemails and telephone calls, but very rarely face-to-face. Those Learners who can embrace conflict as a natural occurrence in the workplace, and actually enjoying dealing with it and the different types of people involved then they will go far in the organisation as some seek conflict just for the sake of it. The ability to remain calm in the face of conflict adversity is a skill that few master; but many get very, very wrong. Fight fire with fire, instead of fighting fire with water. Just ask your local fire-person. You will soon reach the top if you are someone who can deal with customer (internal or external) conflict and be recognised and differentiate yourself from most of the rest of the workforce.
Leadership Programmes
54
Situational Leadership
This Is The Situation; So This Is The Best Way To Lead You Duration:
1 Day
Is It Right For Me?
Situational Leadership is a phrase make famous by Hershey & Blanchard in The One Minute Manager, but still proves to be one of the best and most effective ways to deliver a Workshop on managing using effective leadership styles for different situations. Potentially using actors, this interactive one-day Workshop will provide the Learner with a number of scenarios and a great deal of debate on how best to manage the specified situation at the right time. There are four management and leadership styles and four levels of learner. The Workshop will differentiate whether to use the styles of Directing, Coaching, Supporting & Delegating depending on the level of co-operation and assertiveness required for each level. However, this Workshop has a ‘modern take’ on the types of Learner with ‘unique’ titles from the unconsciously incompetent to the consciously competent.
Business Benefits
Being able to manage different people in different situations and choosing the most appropriate leadership style will result in the organisation being managed in the best possible way and not lead to ‘comfort zone’ management styles being used inappropriately.
Career Gateway
The Learner will be able to move out of the my way or the highway style of Leadership; the one that they feel will fit all situations. The Learner will leave this Workshop knowing that they have the flexibility to adapt and use the full range of leadership styles depending on the situation and person and that the same style may be required to be used on the same person. The Learner will have many other opinions from peers and colleagues in the same leadership situations and to decide on what way is the best ‘fit’ for these occasions.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
55
Managing People You Used To Work Alongside
I Was Their Mate; Now I’m Their Boss Duration:
1 Day
Is It Right For Me?
This Workshop recognises that during these times of economic difficulty that organisational restructures and de-layering results in projects and departments now being led by people who used to work alongside the individuals that they now have full management accountability and responsibility for. Managing (often in some cases your friends) the people who were your peers is difficult and involves a lot of encouragement particularly if they went for the same role as you. This Workshop gives you tips, techniques and strategies for dealing with the different reactions to change – from those that felt they should have got the job, those that think you are too inexperienced and so on to ensure that you position yourself in the position that you were given. If you don’t want to lead a team, then why did you go for the promotion/new position?
Business Benefits
There will be a difference of circumstances and opinions, combined with strong values and belief systems that means that the Workshop will be highly facilitated and involve a lot of whole group and trio discussions, resulting in actions they can take to strongly position themselves back in the workplace as who they now are – there have only been positional changes not personality.
Career Gateway:
The Learner will find the strength of character to manage the people who were once friends and peers and leave the Workshop feeling that they have at least half a dozen actions that they can take to position their new role in the most positive light.
56
Motivational Leadership
What Gets You Out Of The Bed In The Morning & How Can I Sustain Being Your Alarm Clock! Duration:
2 Days (Moving Up The Ladder & Reaching The Top)
Is It Right For Me?
This Workshop will combine the two core subjects under the ‘guise’ of Kouzes & Posner’s Leadership Challenge, which focuses on five core components to leadership merging the subjects of motivation and leadership. Prior to attendance on this Workshop, the Learner will gather 360 degree feedback from peers, line manager and their teams on their leadership styles against the five core components of leadership and spend a large part of Day 1 reflecting on the ‘results’ and what they can do to improve and gather further feedback back in the workplace to strengthen and hone their leadership skills. A number of highly interactive exercises against the five leadership components will lead into Day 2 and how to really become the motivational leader, studying leadership theories and how to bring them to life in the workplace.
Business Benefits:
This Workshop enables experienced first-line and middle managers to really get to know themselves from the inside out and outside in and make them more rounded individuals who can inspire others back in the workplace, not just through leadership; but in a motivational way.
Career Gateway:
The Learner’s eyes will be really opened from their gathering of the perceptions of others and classic and contemporary leadership and motivational theories, allowing them to leave with a robust toolkit for future success. Leaders as motivators; motivators as leaders. This Workshop will enable this to be the building block or stepping stone to where they have got to so far in their leadership ladder and where they want to get and how high.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
57
The Global & International Manager
Jet-setting Leaders That Can Rock It All Over The World Duration:
2 Days
Is It Right For Me?
This Workshop will differentiate between the skills required of a ‘local’ and an international manager and the challenges of the global leader’s role, including the use of leadership styles. This Workshop will look at key cultural values such as individual versus group, perception of time, respect and power to produce cultural synergy. The Workshop then focuses on the impact of communication styles, especially tone of voice & non-verbal communication and exploring different meeting (due to, for example, time differences)and negotiation styles. Finally, the motivation, coaching and managing and assessing performance all become vital aspects of being a truly global leader.
Business Benefits:
In an organisation where you have the requirement for global leaders, this Workshop examines the nuances of being effective across different cultures and to reinforce that the global leader does not need to work 18-hour days to ‘satisfy’ the needs of direct reports across time zones.
Career Gateway:
The Learner will understand the benefits from understanding for each country that they have a direct report, the cultural, negotiation, meeting and communication styles that have a huge impact on how effective they think YOU are as a global leader. This Workshop will enable the Learner to be recognised and adaptable to being a global leader across different functions and project teams. This is a rare breed in the world of leaders. You have to show global empathy – putting yourself in other cultural shoes, while still staying in your corporate ones.
Leadership Programmes
58
Effective Change Management
Why We Need To Change – Creating Change Agents & Cultural Architects Duration:
2 Days
Is This Right For Me?
This Workshop will explore both the strategic nature of change, the types of change and how to manage the different reactions to change. Managers should be Change Agents and Cultural Architects and lead the change from as strategic a level as they can, which depends on where they sit on the hierarchy. This Workshop focuses highly on managing people through the Change Rollercoaster and their different reactions to change and how to act (body language and non-verbal behaviour) as well as what to say (verbal behaviour). There are many types of change – and strategic ways to manage it; the Learner will form the best ideas from the Workshop on way to deal effectively with people and the processes for the change using a Change Agent’s Transition Toolkit, which will be provided.
Business Benefits
Organisations to stay ahead of the strategic game have to embrace change but so do the people that are ‘along for the ride’. Managing the different reactions to change and having Change Agents and Cultural Architects will enable your organisation to change at the rate you want and with your people on board.
Career Gateway
The Cultural Architect is someone who embraces all change management effectively. Problem is that there are very few of them in teams. It is in their inner psychology to manage different reactions to change effectively and to move through the Change Rollercoaster peaks and troughs and the Change Curve effectively and without taking the bumps too heavily on the way. Change is a constant; Change Agents and Cultural Architects are rare. If you become one of the rare breed, you’ll be involved in change management programmes as a representative for your area or you may be able to create your own Change Management area in your business (and possibly even head it up)!
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
59
Strategic Business Management (Reaching The Top Level)
Which Way To Run, Which Way To Hide Duration:
2 Days
Is It Right For Me?
This Workshop will enable middle to senior management (depending on the levels of hierarchy on your organisation) to define, shape and implement their organisation’s strategy and have a desire to develop leadership skills, tools and techniques underpinning cutting edge thinking in the strategic business management arena. This Workshop provides the Learner with a strong platform of knowledge to apply in a strategic capacity within your organisation and goes beyond traditional knowledge based approaches by also focussing on developing the skills and behaviours required to become truly outstanding in fulfilling senior strategic leadership roles.
Business Benefits:
Now, more than every, leaders must be truly strategic in order to influence organisational direction and actively drive breakthrough improvements in managing performance. This Workshop will facilitate this breakthrough and be sustainable in the short, medium and long-term.
Career Gateway:
The Learner will be able to identify their individual leadership style and capability and assess these against strategic role profiles and how your role integrates with the overall business strategy. The Learner will want to be recognised as someone who can shape your organisation’s strategic agenda and create more successful partnerships with a range of stakeholders. By using the range of diagnostic tools and research drawn from leading thought leaders such as Kotter and Ulrich, the Learner will leave the Workshop with strategic solutions to real business challenges and issues so that this knowledge can be shared through the experiences and best practices identified during the Workshop.
Leadership Programmes
60
HR Management & Org. Development Workshops The Human Resource Management and Organisational Development Workshops are for both HR professionals and line managers, as we realise that in the 21st century, a lot of responsibility for the following Workshop titles have been devolved to the line manager and are now their responsibility, with the support of Human Resources and (if you have one) a Learning & Development/Management Development/OD function within HR:
Identifying & Analysing Training Needs Training Design For New & Experienced Trainers Training Delivery For New & Experienced Trainers Evaluating & Measuring Training Success High-Impact Training For High-Impact Learning Transfer The 21st Century Training Administrator Managing & Developing Talent Developing Performance & Nurturing Potential Conducting Valued 1:1s Agreeing SMARTER Objectives Conducting Effective Performance Reviews Preparing For Redundancy CV Writing & Construction Skills Interviewing Skills For Interviewers & Interviewees Grievance, Discipline & Dismissals Managing Poor Performance & Absence Management Managing Stress, Anxiety & Frustration Stress Management For Individuals Employment Law Update Managing Diversity HR For Line Managers
TRENDY LEARNING CONSULTANCY
61
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
Identifying & Analysing Training Needs
What Do Our People Really Need To Develop In? Duration:
2 Days
Is It Right For Me?
This Workshop is intended for individuals who have been asked to conduct a Training Needs Analysis (TNA) on three levels: organisational, group and individual. The Learner will explore the link to corporate strategy and take into account current and future needs, as well as ascertaining any cultural implications and human factors. This Workshop uses a range of tools and techniques from organisational issues using, for example SWOT and PESTLE analysis through to occupational and group issues using fact-finding, focus groups and the role of questionnaires and surveys. The Workshop also looks closely at the end-user i.e. the individual issues and how the TNA links through to performance reviews, 360-degree feedback and personal development.
Business Benefits:
The Learner will be able to describe a range and not just one way to identify and analyse training needs using a wide range of sources. The Learner will focus on the needs, power and interest levels of the stakeholders they are working with throughout the TNA process and provide detailed, accurate reports on the potential learning solutions and needs for the organisation.
Career Gateway:
The Learner will be able to think strategically at an organisational level, and not just with an organisational or L&D ‘hat’. This Workshop will enable the Learner to be able to replicate the methodology of TNA including analysis of data and the link to succession planning. The Learner will be able to plan to meet the training and organisation needs and construct training plans that are implemented as close to the identified needs as possible and will give them exposure to seeing the TNA evolve through to implementation. This Workshop can be an excellent career gateway for line managers in organisations and inexperienced L&D professionals conducting TNA using structured tools, techniques and methodologies, transpiring in the Learner being used time and again for future scooping and TNA L&D organisational projects.
HR Management & Org. Development Workshops
62
Training Design For New & Experienced Trainers
What Makes For An Effective Training Design For My Audience? Duration: 2 Days Is It Right For Me? This Workshop will enable the Learner to take a more structured approach to training design using specific design standards. Within many organisations, the training designer’s write courses using different templates and to their own learning style. This Workshop eliminates this, so that everyone is adhering to an agreed set of design standards. This Workshop starts with instilling a project approach to training design and identification of the high-level design requirements of aims, learning objectives and outcomes. The Workshop will focus the learner on different models and frameworks and weave the content, methods and time allocation into the design. This Workshop is designed to enable the Learner to write training solutions that maximise the transfer of learning from design checklists through to the pilot of the design. Business Benefits: This Workshop will enable the Learner to write action, behaviour and standard aims and objectives as best practise and produce a robust strategy for a learning event. The Learner will be able to take into account any licensing, copyright issues and legislative practices that will enable your organisation to avoid any of these highly relevant training issues. Career Gateway: The Learner will be able to create a practical yet cohesive framework for training course or learning solution by being able to storyboard and map suitable approaches. The Learner will also be able to review the design at all the stages against design checklists and criteria. This will enable the Learner to design and deliver consistent learning solutions to an agreed framework and this will evolve into a ‘natural’ working practise that should be followed by anyone doing a similar design in your organisation. Regardless of the complexity of design, the tools, techniques, checklists and standards that the Learner employs will be easy to implement and see your design standards get the recognition across your function, department and organisation.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
63
Training Delivery For New & Experienced Trainers
Facilitating With Style & Panache Duration:
2 Days
Is It Right For Me?
This Workshop is designed to enable the Learner to use a range of methods with one-to-one and group learning solutions. This Workshop focuses on working in syndicates, interactive exercises, case studies, soft skill activities, role-plays and real-play scenarios. This Workshop starts with the rationale for using icebreakers and energisers, how to manage discussions, using syndicates effectively and the preparation, delivery and debrief of Case Studies. Another primary focus for the Learner is to choose the correct learning transfer methodology and using the exercises resources effectively and coping with ‘difficult’ participants.
Business Benefits:
This Workshop will enable the Learner to choose from a wide range of learning transfer methodologies to participate in given the constraints of time, facilities, costs and learning objectives. The business will benefit from tailored briefs and highly adaptable materials that satisfy the business learning needs.
Career Gateway:
The Learner will be able to use a range of participative methods and be able to ‘tailor in the moment’ an exercise or activity and use the range of ways to engage the Learner. In addition, this flexibility will give the Learner the ability to be adaptable if a group or exercise requires different requirements and ways to consolidate a particular learning methodology. For example, if their learning style is more reflective and they need time to think, then rather than a quiz there will be a syndicate exercise followed by a group debrief. It is this ability to think in the moment that will differentiate you as a flexible deliverer and facilitator that can bring out the best from a learning solution and tailor it at short notice. Training designs are not scripts; they are flexible and lucid enough for the experienced deliverer to make the subtle changes that are required to make learning solutions a great success. We can assure you that this will not be unrecognised.
HR Management & Org. Development Workshops
64
Evaluating & Measuring Training Success
How To Ensure You’re Getting ROI On Your L&D Investment Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to secure and retain the required budget and that L&D Professionals and decision-makers must have the ability to show the return on investment (ROI) that is provided. This Workshop allows the Learner to demonstrate the concrete and indefinable returns from effective L&D solutions, and be able to present and report information in a robust format to key decision-making stakeholders. The Learner will differentiate between assessment and evaluation of L&D outcomes using a range of diagnostic assessment tools and techniques. In addition, the Learner will also leave the Workshop and define the ways of calculating the ‘payback’ and ‘pay-the-way-forward’ of the overall L&D investment for a particular learning solution. Efficiency, feasibility and suitability will also be ascertained using a range of assessment tools to measure learning and development effectively.
Business Benefits:
The Learner will be able to monitor the learning events, measure the success against different Level 1-Level 4 Kirkpatrick evaluation methods (customer, business, organisational) to ascertain the successful achievement of learning outcomes. Through attending this programme, the Learner will be able to assess the effectiveness, efficiency and feasibility of different learning and development processes, procedures and activities and report this ROI and ‘payback’ of the learning intervention to the business.
Career Gateway:
This Workshop will enable the Learner to present information on ROI and ‘payback’ to senior managers through meticulous gathering, storing and interpretation of data and information on the measurement and evaluation assessment. The ability to communicate information to senior managers in a format that they want, showing the ROI of L&D back to the business stakeholders who have imparted with invaluable budget in these difficult times will give you the credibility, visibility and authenticity back in the workplace and be seen as someone that produces results and accurate reports back the ‘truth’ of ROI and ‘payback’.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
65
High Impact Training Techniques For High Impact Learning Transfer
The Training Workshop ‘Experience’ Using Innovative Techniques Duration:
2 Days
Is It Right For Me?
This practical yet highly engaging Workshop will ensure the continued development of learning and development professionals by equipping them with the latest in accelerated/experiential learning and brain-friendly techniques to engage and connect with their participants and increase their retention. This Workshop enables the Learner to develop and practice the techniques using a comprehensive trainer toolkit in a safe environment, and to receive feedback from peers and experienced facilitators. This is an invaluable opportunity for learning and development professionals to produce and deliver motivational, memorable and dynamic Workshops. There is something in here for everyone – including cartooning, icebreakers and energisers, preparation and set-up, high-impact introductions, AL techniques, the power of the brain when learning, creative learning opportunities and lots, lots more.
Business Benefits:
This Workshop will enable the Learner to make training more relevant for the workplace by applying a comprehensive and flexible toolkit of training skills, and be applied with confidence. The Workshop allows the Learner to practise new and innovative learning transfer techniques that can be applied into any learning solution or subject matter.
Career Gateway:
Through the application of innovative learning techniques using experiential and accelerated learning, this will give the Learner the advantage of creating memorable learning solutions and delivering Workshops using techniques that will facilitate learning transfer to their participants. The Workshop allows the Learner to be creative in choosing and developing accelerated learning techniques that fit the learning intervention and differentiates them from traditional ‘talk n chalk’ trainers who rely on their tacit knowledge and PowerPoint as their limited trainer tools of the trade. This Workshop allows you to stand out from the rest of the training design and delivery pack and be recognised as a creative and innovative learning and development professional that encourages learning retention through their toolkit of ‘magic’ training tools.
HR Management & Org. Development Workshops
66
The 21st Century Training Administrator
There’s No Training Without Effective Administration Duration: 2 Days Is It Right For Me? This Workshop enables the Learner to be fully equipped with the vital skills to give world-class support in the planning, preparation and evaluation of learning solutions. The Learner will gain excellent skills and knowledge of end-to-end training processes and best practice advice on the latest developments in 21st century training administration. This Workshop has been constructed for administrators who have responsibilities and accountabilities for supporting their organisation’s L&D department. Some of the benefits and topics covered in this interactive Workshop include defining the 21st century administrator’s key skills and qualities required for success, the latest developments and knowledge required for understanding what the learning solution is (including technology enabled learning), development of training policy in line with organisational strategy and understanding the needs of the various learning styles of the participants attending a particular learning intervention. Business Benefits: This Workshop will enhance the skills and knowledge of effective training administrators and gain insight into the best way to coordinate the necessary administrative activities for your L&D function. This includes the maintenance and development of the most appropriate management information systems, enabling your L&D function to operate both reactively and proactively in your employee development and satisfaction of their training needs. Career Gateway: In a competitive administrative world, the training administrator that understands not just the policies, procedures and systems for end-to-end learning solutions, but also what the solution is and why it is the best mechanism for learning transfer will differentiate the Learner from traditional process-oriented administrators. This Workshop will ensure that you have the latest technical and knowledge development solutions and understanding the psyche of the Learner, to give you an all round appreciation of your role, perhaps leading to a managerial position in administration in L&D and other functions.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
67
Managing & Developing Talent
Winning The War For The Talented Duration:
1 Day
Is It Right For Me?
This Workshop enables the Learner to manage and develop talent in the 21st century – no longer is it the war for talent, but the war for the talented. This Workshop focuses on developing the talent of your organisation’s current and future leaders and high-potential employees to squeeze every last inch of talent from the individuals in your organisation. The Workshop toolkit includes career systems and talent assessment processes to facilitate retention and develop individual career strategy paths. Also included is developing management and high-potential development processes and finding the best on-the-job and classroom learning solutions to satisfy individual needs and nurturing the potential in your organisations. Finally, the Workshop will enhance your understanding of the importance of development centres and the relevant assessment methods and outcomes for same to produce specific PDPs and career pathways for individual talent.
Business Benefits:
The Learner will gain invaluable knowledge in the design and management of career and talent development assessment processes, leaving the Workshop with a whole host of tools to identify future potential from the employees in your organisation and meet their development needs exactly on an individual, group and strategic level.
Career Gateway:
This Workshop will enable you to establish robust L&D processes, policies and ‘stretch’ activities that will enhance and develop the potential with the talent in your organisation. This will enhance your credibility as someone who is a real talent manager and be able to present great proposals and business cases to senior stakeholders across your organisation, displaying a high level of emotional intelligence. You will be recognised and rewarded for also being able to leverage your organisation’s key competency frameworks (or develop them) for managing and developing talent. Talent management specialists are a rare breed and extremely sought after in the job market and internally within your organisation. This Workshop will help position yourself as that genuine specialist.
HR Management & Org. Development Workshops
68
Developing Performance & Nurturing Potential
Are You Rising High; Are You Willing To Go Even Higher? Duration:
1 Day
Is It Right For Me? This Workshop is suitable for all levels of Learner who want to get the most out of not just performance management, but also maximising the potential and leadership talent from the individuals in your team. The Workshop enables the Learner to identify the skills and knowledge required to manage and evaluate the performance of the individuals in your team but also ascertain their ‘potential-ometer’ (low/medium/high) using a nine-box performance/potential matrix. The Workshop therefore breaks down the fundamental differences between performance and potential and working with stakeholders throughout the performance management cycle and process to gauge where each individual sits on the matrix. Competency frameworks play a significant part in this workshop and how to maximise the use of them for recruitment, reward, development and performance reviews. The Workshop then focuses on high-potential employees and growing them through coaching and other on-the-job skill enhancement opportunities, as well as using assessment and development centres for validity, consistency and reliability. Business Benefits: The Learner will be able to truly differentiate between performance and potential and be able to effectively use competency frameworks to design management development strategies for developing performance and assess and nurture high-potential employees using talent management activities to grow and retain talent within your organisation. Career Gateway: The real differentiator through attendance at this Workshop will be that not can the Learner manage performance effectively but also to identify and maximise the high-potential in individual direct reports through leveraging talent management tools and techniques. This will result in the Learner gaining recognition for not just being a good manager in a performance context, but also that they get the best out of the best and also the rest, which is a skill that is lacking in the 21st century workplace. Performance and potential need managed carefully and in tandem with each other, not independently.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
69
Conducting Valued 1:1s
It’s Just Me And You; Let Me Share How Much I Value You Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to get the best out of regular one-to-one conversations against progress against objectives, personal development plan progress and general valued updates on your direct reports progress. Too often in the workplace, 1:1s are either cancelled at short notice, or the duration is shortened and the individual does not feel valued as a result of a perceived feeling in the psychological contract between manager and direct report. The Workshop focuses on a structured format to the 1:1 conversation but not making it ‘over-formal’. The Learner will focus on asking the right ‘open’ questions and using active listening skills to probe the learner and encourage, motivate and support their progress. If remedial action is required, techniques including appreciative inquiry will be explored and both parties will leave the discussion feeling that is was worthwhile and regular action planning updates are implemented. The intention is to leave this Workshop with getting the best from your discussions and to feel that they are not a ‘chore’ but a delight.
Business Benefits:
The Learner will realise the importance of getting regular weekly/monthly and quarterly updates reviewing every direct reports progress and not just wait until the formal half-yearly and yearly performance reviews and allows the individual to gather evidence so that these ultimately feed into the formal process and facilitates the time required for evidence gathering. This Workshop enables the Learner to keep ‘tuned-in’ to their direct reports and that there is regular and valued conversations happening throughout your organisation.
Career Gateway:
By completing this Workshop and following through on the core messages and topics covered, the Learner will be able to feel a real connection with all their direct reports and alleviate the pressure at the formal points of the performance management cycle and have regular feedback to give and receive on individual’s performance. This will be recognised if you continue doing this at the required and agreed frequency and this is a great practise and transferable as the Learner progresses in the organisation and becomes renowned as a real ‘people manager’ who values the 1:1 updates and shows genuine interest in all levels of performance and potential.
HR Management & Org. Development Workshops
70
Agreeing SMARTER Objectives
Getting SMARTER With Your Task & Behavioural Goals And Objectives Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to write and communication objectives that have an active verb, action, standard and condition in their construction and that they can be mapped to the SMARTER acronym, commonly used in organisational down to individual task and behavioural objectives against competencies. The Workshop explores the cascade of objectives from strategic down to individual and the different ways to differentiate between task and behavioural objectives. SMARTER instead of SMART – the E and R are exciting and Realistic, often elements missed out of traditional SMART ones in that they are motivational and achievable for a particular individual. The behavioural objectives often have less quantitative measures and therefore the Learner will understand how to measure positive and negative indicators of behaviour against key competency frameworks (if your organisation has one).
Business Benefits:
Too often in business, an individual’s objectives are not aligned to the organisational strategy. They are very operational and tend to be Task focused and not behavioural. It is how someone does the job as well as what they do that are true differentiators within team and departmental success and make them both more stretching and motivational to achieve. The 21st century organisation needs to have staff who do the job in a different way i.e. behaviours but still meet their targets. This Workshop also gets the Learner out of ‘straight’ cascade objectives and the ‘one-liner’ objective that cannot be made SMARTER.
Career Gateway:
If your direct reports have the autonomy to create their objectives and write them with an action, standard and condition, you can check them against the SMARTER criteria and create robust detailed objectives that have a combination and alignment of task and behaviour linked to each to each other. Reviewing objectives should not be a tick the box exercise and objectives should be made realistic to achieve but using both the how and what. This will differentiate you as a leader who really thinks about personalising of objectives and the importance of not just making them easy to achieve but also a rewarding challenge for both parties and the business.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
71
Conducting Effective Performance Reviews
I Want You To Appraise Me Like You Should Duration: 1 Day Is It Right For Me? This Workshop will explore and engage the Learner to really get the most out of the Formal performance review and make it more future-focussed than pastoriented. The performance review should be 30% looking back and 70% looking forward at next year’s objectives, personal development and talent management planning. If the Learner wants to move away from ‘tick the box’ performance reviews as a ‘necessity’ and an HR thing, the Workshop, through its range of interactive activities and Case Studies will practise planning, preparing and conducting effective performance reviews, even with challenging individuals and situations. This Workshop will also explore the different types of appraisee and how to manage them effectively, and a toolkit for getting the most out of the performance review conversation. The Workshop will introduce a structured WASPS framework. Nobody likes wasps, but this one has a ‘positive sting’ for the manager and employee as the ethos is to ask the individual for their feedback on their performance, before supply your feedback/review from your perspective, enabling stronger buy-in. The Facilitator will really challenge your current technique and the Learner will leave the Workshop with a whole host of actions to implement. Business Benefits: This Workshop enables the managers or anyone responsible for conducting performance review conversations to do this in a structured, consistent and forward-looking way, and get away from tick-the-box reviews that are held on time and go over time if necessary. This is the key part of the performance management cycle in a year and no surprises should form part of the review, something that is still a consistent remark from employees who are reviewed across business sectors. Career Gateway: Having the ability to conduct effective performance reviews that are valued by the appraisee, is a real kudos in the leadership’s locker. Being known as a leader who has planned, prepared and conducted a two-way performance review conversation is a transferable skill that takes a lot of practise, but once perfected is something that will make the Learner stand out from the rest. Planning and preparation is key – the more time the Learner as a leader invests in this, the easier the performance review will be, and that you don’t feel the tendency to leave the ‘hardest’ reviews until last. It will be something you enjoy, not dread.
HR Management & Org. Development Workshops
72
Preparing For Redundancy
Moving On From Apathetic Work Situations – What Happens Next? Duration:
1 Day
Is It Right For Me?
This Workshop can be tailored for employees, HR representatives and leaders depending on your requirements. The Workshop will focus on what each party needs to do and how they can support the individual. Depending on whether it is a unionised environment or not can have a huge impact on the workshop focus, so rather than premeditate what to include in this Workshop, it will be part of our pick n mix philosophy to determine what is the best approach e.g. CV writing, interviewing skills, looking for other jobs inside and outside the organisation, relocating etc. With regards to managing redundancy, this Workshop includes key legislation, when to consult and who to notify, the principles of consultation, selection criteria, alternative employment, dismissal and redundancy pay and an interactive role-play exercise.
Business Benefits:
This Workshop has been developed to help your organisation and particularly the people affected prepare for redundancy, rather than just waiting for it to happen by producing a toolkit and practical exercises on what happens and what is right for each individual.
Career Gateway:
One of the worst jobs for any leader is when the organisation is downsizing or creating redundancies as a result of business or economic factors. The Leader that can be supportive, empathetic and facilitate the organisations next step in their career ladder as a result of redundancy will make the Learner more prepared and manage the change effectively from a personal and organisational perspective.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
73
CV Writing & Construction Skills
Bowling The Recruiter Over With Your CV Strike-Ball Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to design and construct tailored resumes and profiles that really grab the attention of the reader. A pre-requisite for attending is bringing either the information you want to put in your profile and resume, or a copy of your most up-to-date CV, so that it can be analysed by the Facilitator and the Learner and also includes writing high-impact covering letters, which are often too short and are just ‘copying’ what’s also been said in the resume/CV. This Workshop will also demonstrate how to post your CV online, the best and most relevant job-sites for the business sector and also using professional networking sites to make the maximum impact for making those positive connections and getting yourself seen in the future workplace and also for internal applications in your organisation.
Business Benefits:
Having an up-to-date two-page description of each of your employees make internal applications easier for the recruiter to sift and also is good for those that want to or have to move out of your organisation e.g. redundancy/departmental re-structures.
Career Gateway:
The Learner will learn what to include and what not to include in resumes in the 21st century and give you the chance to get over what is often the most difficult first hurdle in the recruitment process i.e. getting to interview as a result of a highimpact and relevant CV. The Learner will also be able to use this if in an HR, L&D or leadership role and be able to cascade this to their employees so that everyone writes a CV and cover letter and where to post these online so that individuals get themselves seen and that you have leveraged their success. This is often a huge learning curve for those helping others to write CVs and you will be recognised and used as a benchmark and mentor for assistance as a CV writer. This is something that can often cost hundreds of pounds from recruitment companies against the price of your invaluable advice.
HR Management & Org. Development Workshops
74
Interviewing Skills for Interviewers
Asking The Right Q In The Interview Duration:
1 Day
Is It Right For Me?
This Workshop enables the Learner to use STAR (Situation, Task, Action, Result) questioning techniques for competency-based interviews as well as more ‘traditional’ demographic interviews. The workshop also focuses on active listening, taking minutes from the interview, gauging non-verbal behaviour using NLP and appreciative inquiry techniques. Another primary focus is leveraging your notes to provide feedback for successful and unsuccessful candidates. This Workshop is suitable for those wanting to maximise their impact as an interviewer and as a refresher for experienced interviewers for recruitment consultants and line managers using techniques that are relevant for 21st century recruitment processes and effective interviews, including observation in group exercises, analysing the results of psychometric tests and checklists for interview presentations.
Business Benefits:
This Workshop provides a consistent approach for interviewers no matter what their occupation and how to get the information required from the interviewee and be able to provide constructive feedback for successful and unsuccessful candidates.
Career Gateway:
Being known as an excellent interviewer is a real feather in the cap and you will realise your aspirations as an interviewer, whether this is to be become a senior recruitment consultant to a line manager who is looking to get more involved in interviewing up to senior level candidates. This Workshop can be flexible depending on the learner background i.e. HR or operational line managers, but is an invaluable Workshop to really get interviewers to think/consolidate and answer the sub-conscious question: how good an interviewer am I?
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
75
Interviewing Skills for Interviewees
Answering The Right Q In The Interview Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to plan, prepare and be confident in interview situations. This includes answering competency-based questions using the STAR model, how to prepare for the interview including appearance, preparing high-impact presentations (if required), how to conduct yourself in group exercises, completing psychometric tests and actively listening to the questions asked to you. This Workshop is highly practical and interactive, and engages the Learner to be proactive and invest the time in planning and preparation, including finding out about the organisation, department, role that they are going for and how to impress and stand out from the rest of the interviewees for a particular position.
Business Benefits:
This Workshop will enable interviewees to plan, prepare and conduct themselves thoroughly in the interview process and if unsuccessful how to react to the feedback and ‘bounce back’ and make improvement suggestions for the next position that they hope to secure. This could form part of a talent management strategy or development centres for graduates, high-potential employees and redeployed staff.
Career Gateway:
This Workshop will enable the Learner to have the best shot at securing the job ole that they are being interviewed for and if unsuccessful how to react positively and get things next time. However, this Workshop is set up to give the Learner every chance of success and be a strong candidate for a diverse range of positions. Ideally suited for those with high potential and strong aspirations to secure the position you want if not the first time, then very soon thereafter.
HR Management & Org. Development Workshops
76
Grievance, Discipline & Dismissals
Policies For Complaints & Restraints Duration:
1-2 Days
Is It Right For Me?
This Workshop is ideal for HR professionals and line managers who want to seek and gather the most up-to-date best practise on grievance, discipline and dismissals from ACAS, CIPD and other leading HR bodies. This Workshop can be tailored for an organisation and aligned to specific organisational policies. The Workshop explores the facts, myths and interpersonal skills required to effectively manage grievance, discipline and dismissals, including assertiveness, empathy, listening and questioning/fact-finding. Closely aligned to the latest employment legislation in these areas, this Workshop will enable the Learner to have the confidence to apply and handle these workplace situations in a consistent manner. Some of the core topics include the law and statutory procedures, conducting investigations and meetings and an introduction to employment tribunal claims. All done in a timely and effect manager following all aspects of best practice.
Business Benefits:
This Workshop can be leveraged to enable the Learner to have the skills, knowledge and behavioural application of grievance, disciplinary and dismissal situations within the boundaries of employment legislation and with the most upto-date best practise advice.
Career Gateway:
Grievances, disciplinaries, capability and dismissals are all linked with punishing or punishment in many HR professionals and line managers’ eyes. The policies are there as rules that need to be adhered to in order to bring the individuals concerned back within the parameters of the employment contract. They are not easy situations to handle, but by having a consistent application of them, particularly with regards to interpersonal communication skills will give the Learner of someone who applies procedures to the letter but with empathy, even in potential dismissal situations. It’s how you behave as well as how they have behaved that are important factors in making sure that you are a consistent line manager and a transferable skill across teams and departments within organisations.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
77
Managing Poor Performance & Absence Management
Capability To Manage Capability & Not Being Absent-Minded With Absence Management Duration: 1 Day Is It Right For Me? This Workshop gives the Learn the skills and knowledge to assist in reducing absence and tackling poor performance in the workplace, including the formal actions such as disciplinary procedures. This Workshop consists of key legislation including discrimination legislation and the Data Protection Act and even how to handle claims of victimisation and bullying. With regards to managing absence, the Workshop explores capability, attendance, absence levels, trends, avoiding discrimination and the differences in managing short- and long-term absences. With best practice advice, the Workshop can be tailored to fall in line with particular organisational policies and obtaining medical evidence. Performance management procedures will also be examined and how they are linked to handling poor performance through tackling the issues, preparation, who to involve, tackling the issues head-on, confidentiality, potential outcomes and poor performance issues and how best to deal with them. Business Benefits: The Learner will be able to identify statutory and organisational policies regarding the identification and resolution of absence and performance issues in a timely and effective manner and ensure the organisation’s policies and practices are reviewed in the light of recent employment law changes. Career Gateway: This Workshop will enable the Learner to have both the skills and knowledge from a legislative and organisational perspective on how to manage poor performance and absence and have a consistent approach to managing short- and long-term absence By using the relevant interpersonal communication skills and avoiding ‘sticky’ legal situations, the Learner will leave this Workshop with the confidence to be a consistent absencemanager and deal with poor performance in a timely manner and become a mentor for new and inexperienced line managers in the future once they have consistently applied the knowledge from this Workshop over a period of time.
HR Management & Org. Development Workshops
78
Managing Stress, Anxiety & Frustration
Becoming The Karma Chameleon For Your Team Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to understand the fundamental management practices of managing stress, anxiety and frustration, which are all closely linked emotional and psychological conditions. The Learner will utilise probing questions to identify the root cause of the condition (workplace, workplace-contributory or non-workplace) and understand the emotional, psychological and communication signs of stress. The Workshop will give the Learner a toolkit of questionnaires, techniques and tips on how to manage stress in a timely manner and identifying the best way forward based on individual circumstances. This is also an opportunity for managers to discuss the legislative implications of not managing stress effectively and dealing with short-term and long-term stress and its link to potential discrimination legislation.
Business Benefits:
This Workshop will enable line managers to have a consistent approach to identifying and managing stress and dealing with it effectively and not stereotyping or labelling it as each individual is different and could lead to employment discrimination if every stressed, anxious or frustrated individuals is ‘tarnished with the same brush’.
Career Gateway:
If you can manage your own stress, as well as managing others, then you will be a well-grounded and professional line manager who direct reports will trust, often with very deep-rooted emotional and psychological symptoms and this is what leadership is all about i.e. trust. The Learner will give you the tools and techniques for managing stress and trying different stress management techniques that are tailored for individual types of stress, anxiety and frustration.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
79
Stress Management For Individuals
Feeling Calm In Stressful Situations; Increasing Your Karma Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to recognise the psychological, emotional and physical signs to stress and its derivatives and complete a series of questionnaires, tips, techniques and tools to control and manage personal stress. This includes ‘Are You Stressed’ questionnaires, the impact that this has on team and personal relationships, coping mechanisms, breathing techniques and a tailored approach, which can be delivered on a 1:1 coaching basis or as a group Workshop, due to the personal nature and information that the Learner may divulge.
Business Benefits:
This Workshop will enable the Learner to define the nature of their stress on emotional, psychological and physical levels and building and maintaining coping levels to control this in the workplace (and out). This Workshop may lead the Learner to seek professional and independent counselling advice, and will uncover any ‘stress stones’ that are preventing them from currently and in future working at their maximum performance and potential.
Career Gateway:
The first step to managing stress individually is recognising what is happening to the individual and how best to cope with it. By admitting and recognising the personal symptoms, an action plan can be put in place for bringing back that ‘karma balance’ and eliminate the symptoms and emotional triggers for stress in and out of the workplace, allowing the Learner to get back on an even keel.
HR Management & Org. Development Workshops
80
Employment Law Update
Have I Got Employment Law News For You Duration:
1 Day
Is It Right For Me?
This Workshop will provide HR Professionals with the latest news and updates on employment law legislation and Case Study law (either using English or Scots law) and be interactively facilitated in the format of a facilitated update followed by quizzes and a game-show format. The Workshop consists of contract and recent case law, working-time op-outs, discrimination legislation updates including age and equal pay, maternity, paternity and adoption rights update, TUPE update, statutory dispute resolution procedures, employment tribunals and looking ahead to the future and impending and ongoing changes in legislation and Case Law.
Business Benefits:
The Learner will gain and assess the importance of new legislation and case law developments for organisations, be able to plan for future legislative changes and anticipate implications for your organisations and make early preparation.
Career Gateway:
This topical and highly interactive one-day Workshop gives the Learner the ideal opportunity to get up to date with the latest developments in UK employment law, including practical advice and guidance on recent case law and the implications for employers. This will keep the Learner current in the everchanging world of employment legislation and enable you to stay ahead of any potential discrimination legislation.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
81
Managing Diversity
Avoiding Collusion & Confusion When Managing Discrimination Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to truly value diversity and recognise the primary and secondary factors of diversity. For example, the primary factors are the diversity that people can see e.g. ethnicity, race to the secondary factors that are not easily to recognise e.g. religion, marital status, upbringing. The primary focus on this Workshop includes the following elements: values and attitudes, equality, inclusivity, avoiding discrimination (direct and indirect), recent case law, avoiding bullying and harassment, developing policies and procedures and what’s on the diversity horizon.
Business Benefits:
The Learner will identify the key legal principles that impact on diversity in the workplace and advise your organisation on developing and maintaining a diversity policy.
Career Gateway:
This Workshop provides a good working knowledge of diversity best practice within the framework of discrimination legislation and covers the implications of managing people at work so that the Learner can avoid collusion and not allow people to discriminate openly without the line manager ‘letting’ it happen and nipping it in the bud. Valuing diversity is the essence of the non-discriminatory line manager and this will be noticed back in the workplace as equal treatment is apportioned across the diverse workforce that you have.
HR Management & Org. Development Workshops
82
HR For Line Managers
What You Can Do For HR; And What They Can Do For You Duration:
2 Days
Is It Right For Me?
This Workshop enables the Learner to deliver high-added-value HR and the legal framework for managing people, including the rights of employees and employers and contract law. The Workshop also examines talent management, recruitment and selection, appraising performance, learning and development, disciplinary and grievance procedures, absence management, exit strategies and a basic but robust employment law update. The Workshop therefore also looks at forthcoming legal and other influences on HR policies and procedures and how the line manager should respond to these situations, developing an integrated approach to their management and helping to reduced the risk of conflict and tribunal claims.
Business Benefits:
By the end of this Workshop, the Learner will identify key areas of HR that impact the bottom line, explain the employment process and the potential legal pitfalls and know when to draw on specialist advice. This Workshop also creates the right environment to attract and retain talent and apply a procedure to review people management and make the most effective use of your time with staff by understanding the HR policies and procedures.
Career Gateway:
Line managers for essential for building HR capability. For organisations to be as successful as possible; they must deliver consistent people management and development. This Workshop helps those that are not HR specialists to develop an overview of the employment process and the underpinning legislative framework that affects people management.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
83
Customer Service & Sales Workshops Our Customer Service Workshops all focus on the internal and external customer experience. Behaviour breeds behaviour from your internal staff to the way they provide that WOW customer service for your external customers and go the extra mile. Our Sales Workshops are focussed on the fundamental aspects of successfully selling to an advanced level and with unconvinced potential customers, your marketing strategy and building rapport and maintaining client relationships. Our Workshops include the following titles:
Customer Services Going The Extra Mile Managing Your Customer Service Team Customer Complaint Handling Techniques Email & Telephone Best Practise Techniques
Sales Successful Selling Techniques Relationship Management Maintaining Key Client Accounts
Customer Services & Sales Workshops
84
Going The Extra Mile
Providing A WOW Customer Experience 24/7/365 Duration:
1 Day
Is It Right For Me?
This Workshop enables the Learner to understand just what WOW customer service means in the context of the sector that the Learner works in. Customer service is for internal and external customers as internal staff behaviour breeds behaviour and has an impact on the external customer. The Learner will understand just what it takes to go the extra mile; by having the right attitude 24/7/365. The Workshop will include elements such as Never Say No, Even If You Have To, understanding customer values and beliefs and a toolkit of customer service tips and techniques and effective customer-centric verbal and non-verbal behaviour. The Workshop also focuses on what differentiates your organisation’s customer experience and living the brand and its values, surpassing the customer expectations and turning complaints into feedback and an opportunity to improve. All this leads to a consistent, world-class level of customer service.
Business Benefits:
Every person in every role in the organisation provides customer service, whether they work directly with the customer as both the internal and external customer are involved. The benefits to the organisation are that everyone works together, departments do not work in silos to create a harmonious environment that the customers can consciously and sub-consciously see.
Career Gateway:
If not considered previously, the Learner will leave this Workshop realising that customer service is around everyone, and is internal/external customer service at every touchpoint in an organisation. The Learner will also be able to deliver WOW customer service in difficult situations and maximise customer satisfaction and loyalty.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
85
Managing Your Customer Service Teams
Controlling Customer Explosions In All Situations Duration:
1 Day
Is It Right For Me?
This Workshop is for all managers responsible for customer service directly and is a role that is becoming increasingly demanding. This Workshop focuses on motivating a customer service team in intense environments, such as contact centres and customer information desks and gives the Learner the skills to develop and thereafter maintain a high level to provide that customer experience. With a strong focus on in-the-moment coaching, this Workshop is suitable for all levels of managers in face-to-face and non face-to-face customer service environments. The main topic areas in this Workshop include role-modelling and creating a customer experience culture, effective communication and overcoming barriers, assertiveness, understanding ands surpassing customer expectations, customer service coaching in the moment i.e. knowing when you coach, motivating on an individual and team basis and managing complaints and eliminating escalation.
Business Benefits:
This Workshop will enable the Learner to introduce new concepts and maintenance for their customer service teams and provide the necessary levels of support, enthusiasm, motivate and encouragement on a 24/7/365 basis. To differentiate a customer service teams in a competitive customer service environment in order to sustain and grow your organisation’s products and services, that WOW factor starts from the manager and trickles down to be infectious to the team.
Career Gateway:
Creating, developing and maintaining a world-class customer service team at every touchpoint can evolve you from a Team Leader to a Team Manager and beyond and is transferable across departments as customer service management is required internally and externally within organisations. If you have a reputation as they walk the customer service walk and talk the customer service talk, then your team will follow and provide the level of customer satisfaction and loyalty that an organisation finds invaluable as you become the customer experience role model.
Customer Services & Sales Workshops
86
Customer Complaint Handling Techniques
What To Do When Things Go Wrong Duration: 1 Day Is It Right For Me? This Workshop equips the Learner with tips and techniques to remaining calm when things go wrong and effectively handling the irate, difficult or demanding customer complaint. The Workshop will examine the positive and negative elements of the impact of the customer experience, changing your personal beliefs and thinking patterns and putting yourself in the customers’ shoes but still staying in your own, building rapport with angry and abusive people and value the customer’s complaint responding in a calm and assertive manner. The workshop focuses on the perception of the customer and the reason for their complaint, understanding the psyche of the customer and managing the extremities of customer behaviour, managing the issue and depersonalising the situation i.e. it’s the situation, not the person and listening actively and responding directly to satisfy the customer’s high demand needs and expectations. Business Benefits: The organisation will benefit from effective management of customer complaints, both internally and externally and give your organisation a consistent approach on managing demanding customers’ high expectations and remaining calm under pressure when things go wrong. Career Gateway: The Learner will leave this Workshop realising that all customers have the right to complain when they feel it is necessary, to be irate and angry. The complaint handler that has the ability to diffuse the customer time-bomb and deal effectively with the situation and satisfy or turnaround the customer to find a mutually agreeable way forward will result in customer commendation instead of frustration.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
87
Email & Telephone Best Practise Techniques
Technology Vs The Customer Vs The Customer Service Representative Duration:
1 Day
Is It Right For Me?
This Workshop enables the Learner to provide non face-to-face customer-centric solutions to be consistent in the brand image of their organisation, in a timely manner and in difficult situations. The Workshop will provide the latest thinking on what to do and not to do with different technologies i.e. telephone and email and provide a range of top tips for maximising the use of both. The Workshop will focus on being professional over the phone and in writing via email and using the rights words, phrases, pace, engagement and understanding the query first time and avoiding the ‘pass the customer’ parcel between departments i.e. a one-stop shop for customer queries and complaints.
Business Benefits:
This Workshop will enable the Learner to focus on the 21st century thinking on giving a unique and truly differentiated customer service via telephone and email in a timely manner. The Learner will leave the Workshop with the key do’s and don’ts that make a real difference in developing a long-term customer loyalty at non face-to-face customer touch-points.
Career Gateway:
The Workshop will enable the Learner to realise that the customer can be fully satisfied via email and by telephone if the organisation’s brand and brand values exude through during interactions via these communication media. The Learner who can provide a WOW customer experience via email and over the telephone is a rare and much maligned skill as there is a lack of a face-toface touch. However, the Learner can provide an organisational voice and be consistent with their brand and customer service values, eliminating this lack of face-to-face contact with the customer.
Customer Services & Sales Workshops
88
Successful Selling Techniques
Knowing When To PULL and PUSH Your Customer & Then Hooking Them In Duration:
2 Days
Is It Right For Me?
This is a great refresher for professional sales people who are looking for some refreshing and dynamic techniques to update their sales approach. The Workshop focuses on preparing for successful sales through forward planning and managing the sales process end-to-end. The Workshop also focuses on the sales interview and making first impressions last (in a positive way) and building effective rapport to establish customer needs and further offshoots and leads from the same client account. Successful selling techniques including the relationship ladder, maximising the offer to the client and reading verbal and non-verbal signs effectively. Finally, negotiating with confidence and closing the sale are covered in depth and the planning and preparation involved at these key stages in the sales process. This includes anticipating objectives and handling these effectively using a structured framework.
Business Benefits:
The Learner will develop great questions to challenge customers, adopt different sales approaches and styles for different sales situations, reviewing their current sales approach and increasing the perceived values of the organisation’s products and services.
Career Gateway:
This Workshop will enable the Learner to refresh their approach and consolidate their current sales techniques and strategies and learn from others and their approaches. Sales approaches should be ever adapting with ever demanding clients and higher expectations than ever in an increasingly competitive sales market. The Learner will leave the Workshop with techniques not currently employed in their organisation and go back to the workplace with fresh ideas with their sales team and workforce.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
89
Relationship Management
Building Rapport Without The Client Getting Bored; Making Your First Impression Last Duration:
1 Day
Is It Right For Me?
This Workshop will enable the Learner to focus on building essential rapport, understanding genuine client needs and results and honing active listening and world-class questioning and probing techniques to maximise the client/customer relationship. The Learner will understand the need to be a Consultant/Advisor and trusted partner for the customer. The Learner will also develop techniques to manage customer resistance and adapting their style to the situation as the relationship dictates. The Workshop will cover how to value-add, delivering and surpassing targets, building effective rapport, analyse and understanding the client’s situations and using world-class and advanced communication skills.
Business Benefits:
The Learner will be able to maximise the account by establishing a close-knit and proactive relationship with the customer leading to the maximisation of opportunities to transfer as many of the organisation’s products and services as possible and truly understand the customer’s needs as a trusted advisor.
Career Gateway:
Closing a sale can often be the end of the relationship for the non- proactive sales professional. By continuing and building the relationship, the client’s organisational doors will open to other opportunities as your are respected for your rapport building skills and respect in your knowledge and problem solving and decision making that has enamoured the client to give your product and services a higher level of opportunity and impact than the original scope of the initial sale. This will lead to more leads and ultimately more sales as you adapt your style to suit the situation – those with great networking and rapport building skills will succeed as the relationship is maintained and built throughout the customer relationship.
Customer Services & Sales Workshops
90
Maintaining Key Client Accounts
Now You’ve Got Them, Don’t Lose Them! Duration:
1 Day
Is It Right For Me?
This Workshop enables the Learner to develop the key skills required to maximise and maintain key accounts using techniques to plan strategically and through effective networking skills. The primary focus of this Workshop is on relationship building to prevent competitors coming in from the blind-side and the Learner will use self-assessment, coaching and practise their skills through maximum participation in this interactive learning event. The Workshop will also cover the ‘big business’ of account management, prioritising key accounts through effective researching of the customer’s profile and conducting a SWOT analysis on the client account. By planning a key account strategy, short-, medium- and long-term planning can be implemented more easily and provide longer buying cycles against the strategy. This will involve teamwork from the rest of your sales teams to support the Learner and service your key accounts.
Business Benefits:
The Learner will gain the knowledge of prioritising the key accounts and investing the right amount of time with each customer account by adopting a key account strategy and having the mindset of moving from a relationship to a partnership with key accounts through the development of a robust business plan.
Career Gateway:
The Learner will be able to maximise the potential of key accounts that are critical to the organisation’s success or failure and be able to network effectively and strategically plan for maintaining key client relationships and developing them to prevent attacks from competitors.
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
91
Contact Us TLC2 175 Hendry Road, Kirkcaldy, Scotland KY2 6BP
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TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS © TLC2 2009 Designed by Donna Forrester
TRENDY LEARNING CONSULTANCY
TECHNOLOGY : : LEADERSHIP : : COMMUNICATIONS