make a selection from the menu below:

DIFFICULT CONVERSATIONS

Completing this course will propel you to:

  • Recognise own and others’ style of managing a difficult interaction
  • Use questioning techniques to uncover what is really happening
  • Use the HEAR model to guide challenging conversations
  • Identify how emotions of self and the emotions of others play a part in a difficult conversation
  • Use pacing and leading to manage difficult conversations and defuse emotions
  • Increase personal resilience
  • Refine techniques to recover from stressful interactions with others
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Service excellence

Completing this course will propel you to:

  • Learn how to use voice and words to help meet the customers’ needs
  • Use positive and productive language throughout each interaction
  • Develop effective messaging techniques
  • Use pacing and leading to be able to successfully interact with difficult customers
  • Understand the importance of listening and questioning
  • Develop behavioural flexibility to interact with a broad range of customers
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Building business acumen

Completing this course will propel you to: 

  • Develop the terminology used in everyday business conversations
  • Identify an organisation’s current strategy and areas for growth
  • Understand an organisation’s profitability and quickly read an Annual Report to determine their financial situation
  • Identify the various financial and business planning cycles critical to organisations
  • Identify an organisation’s key competitors
  • Analyse their key customers
  • Leverage the knowledge and tools to converse effectively with your client
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Giving and receiving feedback

Completing this course will propel you to: 

  • Give upwards and downwards feedback
  • Ensure that feedback you give is balanced and constructive
  • Differentiate between informal and formal feedback
  • Seek, receive and respond to feedback
  • Conduct difficult conversations
  • Handle difficult situations
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Performance conversations

Completing this course will propel you to: 

  • Articulate the importance of performance conversations
  • Use a structured approach for successful performance management
  • Provide balanced and constructive feedback
  • Seek, receive and respond to feedback effectively
  • Implement coaching strategies to improve the performance of team members
  • Set realistic, motivational goals for team members
  • Conduct difficult conversations with confidence
  • Handle challenging situations and unplanned interactions with poise
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Recruitment and selection

Completing this course will propel you to: 

  • Apply a recruitment and selection process
  • Be aware of when unconscious bias might be evident in the recruitment process
  • Conduct interviews using behavioural interviewing techniques
  • Listen to and understand what is being said in interviews, and advise on the outcomes of the selection process
  • Demonstrate awareness of equal opportunity and anti-discrimination requirements
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Leading through emotional intelligence

Completing this course will propel you to: 

  • Recognise the importance of Emotional Intelligence (EI) to good leadership
  • Identify their own current EI baseline and develop insight into own EI tendencies
  • Identify opportunities for improving self-awareness and adapting emotional responses
  • Build emotionally intelligent behaviours in order to understand self and others
  • Identify the consequences of continuously pushing the stress comfort-zone boundaries
  • Recognise signs and sources of stress in self and others and know how to respond appropriately
  • Use strategies and techniques to support professional development, personal wellbeing and increase personal resilience and competence
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 Managing conversations with resilience

Completing this course will propel you to: 

  • Recognise their own and others’ style of managing a challenging conversation
  • Identify their strengths and areas for development in Emotional Intelligence (EI) to increase their effectiveness.
  • Use questioning techniques to uncover what is really happening.
  • Use the HEAR model to guide conversations.
  • Identify the impact of heightened emotions and understand how to use pacing and leading to defuse emotions.
  • Refine techniques to recover from stressful interactions.
  • Increase personal resilience.
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Leading change

Completing this course will propel you to: 

  • Deliver an effective and planned change and transition process
  • Build ownership of their change process and empower others to lead the journey within their teams
  • Explore the personal aspects of change, and how the leader’s view of change impacts others
  • Implement strategies to deal with change reactions, e.g. change resistance
  • Build engagement and change readiness in teams
  • Practice managing both the personal and the process aspects of change in given scenarios to build positivity and a future focus

Utilise a range of practical tools related to the change management process

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