| Nelson
Training covers a whole range of management and personal development
skills training. Our forum theatre, hands on, totally interactive
style is suitable for a wide variety of inter and intra-personal topics.
We get everyone involved but never put people on the spot. Below are
some examples of programmes we have put together. We always customise
to our customers’ requirements so please get in touch if you
do not see the topic that you are interested in. We will be happy
to talk to you about putting a programme together. |
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How
we develop a training programme
Wherever
possible we design questionnaires and interview key staff by phone
or in person in order to carry out the necessary research to ensure
that your training/facilitation hits the right note every time!
We also often shadow staff in order to completely understand the
situation to be trained and to make the sketches as ‘real’
as possible.
You can choose the content and the main focus areas and we will
work with you to discuss options for measuring the effectiveness
of the training!
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| Customer
Care
(sometimes called customer focus, or customer excellence)
After
training over 8000 staff in customer care in just over seven years
this is now our most popular session with our clients.
We can focus upon any angle you like from
handling difficult situations and complaints to delighting your
customers. We can also incorporate elements of diversity training
into our sessions if you wish. We have also trained hundreds of
staff who only deal with internal customers such as IT personnel.
A suggested outline
At the end of the training the delegates will
be able to:
- review
and reflect upon their own communication skills and techniques.
-
maximise their use of ‘core skills’ such as active
listening, voice tone, and questioning
-
identify ways to establish rapport, trust and build relationships
with customers and colleagues
-
make every contact a ‘quality contact’ with clients/colleagues
- ‘manage’
awkward situations, and angry/difficult people in a professional
manner
- Communicate
at the ‘customers’ level and improve understanding
- Deliver
‘bad news’ in a manner which is more likely to be
accepted
- Go
beyond the call of duty!
- Exceed
customer expectations
Improve the image of their department and themselves
Content
-
Who are our customers?
-
What makes our customers satisfied/delighted? What makes them
angry?
- What
are their expectations
What makes US happy and angry as customers?
- What
are those ‘core’ communication skills? (active listening,
questioning, voice tone and body language)
- Activities/exercises
to identify the power of these skills
- Building
rapport…establishing good relationships and trust
- Handling
difficult, awkward, angry situations/people
- Making
every contact a `quality` one
Just a few of our clients in this
subject
Bristol City Council
Malvern Hills District Council
Stratford District Council
Gloucester Police
Taronga Zoo Sydney Australia
GLOSCAT (Glos College of Arts and Technology)
Warwickshire County Council
Rugby Borough Council
East Midlands Borough Council
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Diversity
More and more of our clients are coming to us for this training
as our light hearted approach appears to win over even the most
hardened conscripts at the training. We can focus upon any angle
of your choice and in a fun and informal way get the staff interested
in what the benefits of diversity are to everyone in the organisation
and to the customers. Sometimes we are asked to focus upon ethnicity
and sometimes ageist and disabled stereotypes. Whatever the issue,
we can design a programme and deliver it for your needs.
A suggested outline
At the end of the session the delegates will:
-
Have highlighted what is meant by diversity and how it affects
everyone
- Be
able to identify ways of improving awareness of diversity
- Be
able to identify how the language that is used can influence/affect
a culture promoting diversity
- Have
explored ways of challenging inappropriate behaviours, attitudes
and language of colleagues
- Be
aware of the current legal framework surrounding diversity
Content
-
What is diversity?
- What
are the benefits of diversity to us?
- What
are the advantages of having a diverse workforce?
- Challenging
attitudes, behaviour and language that are inappropriate
- How
can we make everyone more aware of diversity issues?
- What
does the law tell us to do?
Just a few of our clients in this
subject
· Severn Vale Housing
· Horton Housing
· Gloucester City Council
· Anchor Trust Housing
· Dudley Social Services
Presentation
Skills
You may have two types of colleagues for this subject,
those who give presentations regularly and are reasonably confident
and competent and those who are petrified! We can help the skilled
presenter make their sessions even more dynamic by sharing loads
of tips and hints and getting professional actors to share their
knowledge of voice projection.
For the nervous presenters we can build up their confidence with
a series of tried and tested exercise that will help them enough
skills to look forward to their next presentation!
For this topic we always use small groups to give personal individual
assistance.
For typical course contents see our open presentation courses Perfect
Presentations and Presentation skills for the Petrified.
Just a few of our clients in this
subject
· Hightown Praetorian and Churches Housing Association
· GLOSCAT (Gloucester College of Arts and Technology)
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