UK Based Global Training Provider - Bespoke In-House Training in the UK, Europe & Worldwide

Established 1976 - Over 40 Years in Business

Tel: 01992 633882

A-Z Training Directory: A - E

 

This list of modules gives you an overview of our key areas of specialism.

 

Each section may be run as an individual programme or one of a number of topics chosen to be linked together as a bespoke programme to meet your specific training objectives.

 

If you would like to discuss any of these modules in more detail or would like to be sent further information, please contact us on 01992 633882 or email us with details of your enquiry.

 
 

A - E | F - M | N - R | S - Z

Select a letter to move about the page:   A - B - C - D - E


A

Account Management - see further details
Having formed general strategies and developed their sales technique, salespeople must be able to design effective strategies for each account or sales opportunity. This requires an understanding of each accounts Aims, Objectives, Strategy and Tactics. This module shows how to differentiate between and effectively use these four stages of the strategic process to be more effective and successful in developing your accounts. This module also covers core communication, planning and sales skills to develop and manage successful long term Accounts.

Achieving & Sustaining High Performance
A one-day workshop to help delegates to understand the key components and processes of achieving and then importantly sustaining high performance at work. Delivered through a blend of discussion, taught content and practical activities, this course will provide delegates with a toolkit of techniques and strategies they can use to improve their performance and maximise their potential.

Advanced Sales Skills
The 'partnership' approach to selling is the foundation for this intensive sales programme. As competition becomes even more fierce, so working harder is not enough. Even experienced salespeople need to learn new strategies and sales styles to make the most of fewer opportunities. The focus of this programme is on starting and developing strong relationships with customers along with the sophisticated sales and communication skills and techniques that this requires. This module incorporates advanced communication skills, benefits selling and advanced negotiation skills.

Advanced Sales & Negotiation - see further details
This programme builds on core sales skills and structure giving delegates new ways of winning business and being more effective. The programme delves deeper into understanding communication skills and customer types, buyers needs, negotiating tactics and structure to maintain performance.

Advanced Strategic Account Management
A follow-up to Strategic Account Management, this two-day programme shares the challenges and issues faced in handling accounts and applies core planning tools to individual accounts whilst considering industry, market and customer drivers which can lead to opportunities, process mapping of buying and decision making process, stakeholder analysis, developing multi-level contacts, using the Value Curve to put together a business case and aligning approach with the account's objectives and customer's strategies.

Aiming High Negotiation
A two-day workshop for experienced sales people covering the Negotiation Process and stages involved, integrating these with delegates planning and sales activities, understanding the balance of power and leverage, positional and interest-based negotiation, establishing BATNA and utilising these and other strategies in real-life negotiations during the workshop to develop skill and confidence.

A Passion For Our Business - A Passion For Customer Service
Do we always take the time to understand the vision of our business, where we are going and what we want?? This programme starts by looking at what we stand for and who we are before looking at our customers; who they are, what they want and how we can bring these two together by offering exceptional customer service through best practise communication and influencing skills. We look at what gets in the way of offering exceptional service, turning complaints into opportunities and putting ourselves in the 'customers shoes' to understand how we can establish what the customers really want and why they may react the way they do. An engaging fast paced programme for those wanting to change the level of service that they offer as a standard.

Appointment Making
Making appointments with new prospects can be difficult in itself. Making effective appointments with the right prospect requires planning and persuasive skills of a high order. Yet the task of telephone canvassing can be mastered more easily than almost any other aspect of selling, if salespeople follow the rules. Covering core process and key communication skills, this module builds skill, confidence and ultimately results.

Appraisal & Performance Review
Staff appraisal should be a festival of motivation. It is not a vehicle for criticism, but a problem solving exercise in which two people learn through interaction. Because it is a major corporate activity, it requires a wide variety of communication skills and problem solving techniques. Above all, appraisal is an integral part of management by objectives and should be a continuous process. This programme covers the performance review and appraisal process and the communication skills needed to make it effective.

Art of Conducting Effective Meetings - see further details
Have you attended meetings that have lacked focus, lacked direction, over-run and when you left felt like you had achieved very little? By attending this programme, you will increase your confidence, develop a robust, practical structure and importantly, when people attend your meetings they will be both uplifted and motivated and feel it was time well spent.

Assertiveness for Managers & Supervisors
Supervisors and Managers need to be able to get the best from staff quickly and without creating negative feelings. Not all of us feel we naturally have the necessary confidence to inspire those around us to act on our messages. Furthermore, assertiveness becomes an all important tool for managers when we need to handle difficult staff and situations. This programme addresses the language we use in such situations and the importance of the non-linguistic cues we give to staff to help managers increase their assertiveness. This module can also be incorporated into sales training and communication skills programmes.

Assertiveness for Individuals
A one-day programme designed to increase skills and understanding, moving delegates closer to being assertive in all aspects of their work (and private) life. It will help delegates improve relationships with customers/clients, peers, their manager, directors/senior managers and distributors by increasing knowledge and skill on how to be a more assertive person. Aimed at delegates who are too passive or aggressive, developing them to become more assertive.


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B

Behavioural Analysis
Most good salespeople instinctively adapt their behaviour to the different personalities of their customers. This module shows how to put those instincts to more effective use. Behavioural styles are divided into four main categories; Drivers, Expressives, Analyticals and Amiables. There are sound general principles for modifying strategies and tactics to deal with each style. By following these guidelines, salespeople will be able to partner decision makers in satisfying their material and emotional needs and thus become more effective in their roles. This module is built into most training programmes.

Building Empowered Teams
At the end of this one day workshop participants will understand the concept of empowerment and have a framework and the strategic tools to create, develop and empower teams which demonstrate enhanced enthusiasm and motivation. The course looks at the differences between being empowered, empowering yourself, and empowering others, as well as key aspects of empowerment including: autonomy, centrality, involvement, control, influence, resources and climate. Delegates discuss and use a framework for understanding and developing an empowered team whilst considering the importance of organisational culture and finish the workshop by developing an empowerment plan which produces a plan for implementing the core ideas from the workshop back in the workplace.

Business Presentation Skills - see further details
Ideally, all presentations should be designed around presenting to your audience a summary of the wants, needs and concerns of the customer. Some presentations can be competitive, and need to deal with comparisons. To present your solution in the best possible light you need to develop skills in structure and control, audience participation, verbal and non-verbal communication. In a sales presentation, these must be synthesised with sales techniques of objection handling and closing. This practical workshop shows how to combine these skills within an effective presentation framework and can be tailored to meet the objectives for specific types of presentation, different levels of skill and types of audience. The programme gives delegates an 'on their feet experience and practise to gain confidence and understanding the effects of structure, body language, tone and content to make successful presentations, whatever level and audience they are presenting to. This course can be non-sales or sales focused.

Business Strategy (NEW)
This two-day workshop is designed to allow senior managers to work 'on' the business for 2 days, rather than 'in' the business. The first day concentrates on seeing the business from a competitor's point of view. So where are you vulnerable and where are you strong? We then move on to consider the business from a customer's perspective: What are their choices and where and when might their needs change? We also consider this from an employee's perspective: What skills do they have and how are they utilised? The first day concludes by identifying key 12 month goals. On day two we plan how we are going to get there. Exposing the business challenges to simple Process Mapping Tools we define and allocate monthly objectives to Senior Managers, whilst planning contingencies to ensure implementation.

Business Success: The People Dimension (NEW)
A one-day practical workshop designed to develop the skills of managers, team leaders and others in handling successfully the day-to-day management of people. Business Success: The People Dimension explores a range current issues in the workplace, considering motivation, practical leadership, communication with employees and managing change.

Business Writing Skills (NEW)
How capable are we in writing professional, focused and targeted business letters, emails and reports that achieve the desired results and get the attention of the reader? This one-day workshop looks at professional writing skills for business from the basics of using appropriate, non-jargon orientated and positive language for the target audience, to thinking about how others read our communications; that they are effectively structured and ensure we are conveying information clearly and concisely. Working with business best practise, the workshop can be tailored to your business to incorporate internal standards, terminology and formats.

Buyer Negotiation
Negotiation begins where selling ends and should promote a win/win relationship between buyer and seller. Its main purpose is to trade concessions to achieve optimum profit for both sides. The buyers have agreed that the seller's product will satisfy their needs. They are now concerned about securing the best terms and conditions. Buyers need to understand why and how salespeople think and behave so they can maximise their own position. This module focuses on planning, anticipating the needs, strengths, weaknesses and likely strategies of the other party, and the employment of the right techniques in the right framework to ensure a successful outcome.

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C

Change Management - see further details
New strategies, management initiatives and various external factors can force us to need to change the way we work. This can lead to confusion and indignation in staff as change is often frowned upon or feared. This course shows how change can be embraced as a positive force, which can lead your company into new, challenging and profitable territories and describes how, by utilising managerial clarity and support, change can be used as a positive and powerful tool to reshape your company. This course can be run at all levels throughout the organisation. (See also our Working in a Changing Environment course.)

Closing
This module shows how to obtain agreement to ideas and actions throughout the decision making process without appearing to pressure the buyer. It also demonstrates a wide variety of closing methods to overcome difficulties caused by competition, political situations and the psychological needs of the prospective customer.

Closing & Winning More Business
A practical workshop designed to provide delegates with proven techniques and strategies to help them in their selling roles. From the what, when and how of closing, overview of the 5 Stage Sales Process to matching benefits, effective negotiation and building long-term relationships.

Coaching
Coaching is a process in which a manager, through direct discussion and guided activity, helps a colleague or team member to learn to solve a problem, or to do a task, better than would otherwise have been the case. Effective coaching calls for dedication and commitment and is undoubtedly time consuming if it is to be done well. It also provides the dedicated manager with a tool of real worth for developing his/her staff and for building bonds and relationships with his/her people. As such, coaching is potentially one of the most rewarding managerial activities. Coaching programmes can be delivered at a variety of levels including Team and Management Coaching.

Coaching For High Performance In (Sales) Teams
"People improve productivity, not organisations."
The challenge for every manager is to develop the people working for them to make the most of their potential and skills. This can be achieved by making coaching a normal activity and creating an environment where it is an integral part of the way things are done. However, many managers find it a real challenge to do this. The reasons are many and varied although they are often an excuse to hide the real one - they are concerned about not knowing how to coach and think there is some mystique around it. This workshop takes away these concerns. Delegates are shown why it is so important to make time to start coaching people; and given the underpinning knowledge and awareness to enable them to feel more confident about beginning coaching; and be given the tools and skills to carry out coaching. This two-day workshop is highly interactive and practical. Coaching is a skill best learned though practice! Although there will be some theory and self-assessment, there will be many opportunities to practice the skills you will learn.

Coaching - Conversations That Stick (NEW)
With less and less time for managers to make an impact, conversations that drive performance, enable others to learn, engage and help others to get more out of their role are key priorities of organisational and personal development. 'Conversations that Stick' (CTS) is designed to give delegates the tools, techniques and motivation to take greater control and responsibility for the conversations they have and in particular to 'coach' others in ways that are immediately impactful. It is a way of having coaching conversations that build on positive psychology practice, that use language, questioning and feedback in a simple practical way of improving performance, building capabilities and driving positive change through an organisation.

A difference between traditional coaching approaches and CTS is that this approach actively searches for and captures best practice conversationally, so whatever is currently being used that is working is incorporated into the approach. It is designed for conversations of any length, but is very appropriate for short 1-5 minute conversations, of which there are multiple opportunities during a manager's day. It has been designed so that the emphasis is on both making changes stick in the briefest amount of time and on embedding positive change through using powerful feedback. This course will increase your knowledge, understanding and your practical ability to have powerful coaching conversations so that you get more out of your staff and your meetings in both formal and informal settings.

Coaching With Emotional Intelligence - 360 Coaching Workshop
This workshop is often run in conjunction with one-to-one coaching and 360 feedback. It considers the relationship between EQ & IQ in Leadership, how to develop EQ, EQ Leadership styles and Coaching EQ. Used alongside 360 feedback, the workshop develops the practical application of coaching on EI competencies using the EI competency framework as a tool.

Cold-Calling
Conducted skilfully, a telephone account-prospecting programme is a highly efficient and cost effective means by which to open new business relationships. Delegates learn the structure, skills and techniques for planning and approaching new accounts from scratch, with skill, control and confidence. Essential performance measures for maintaining quality and consistency in approach styles across a team of account prospecting professionals are also covered. Recorded role plays are included to increase confidence and continuously improve approach and style.

Communication Skills
This module stresses the importance of communication as a core skill. Effective communication with our clients has three key components: speaking, listening and creating space for effective communication to take place. All are important, but none more so than effective listening where you truly hear with accuracy. Communication is at the core of any business. Until we master communication skills we will never be able to deliver the results that we expect and deserve. We may have all the knowledge and skills that we need to do the job but if we are unable to communicate them, then nobody will ever know. There is a vital and basic cornerstone to all communication. We can be a 'transmitter' or a 'receiver' but, like old-fashioned two-way radios, we cannot do both at the same time.

Conference Master Classes/Workshops
Marcus Bohn offer various sessions from 60 minutes to 3 hours if you are looking for that 'something different' to make your Annual Sales Meeting or Conference a memorable event, but at the same time adding value as far as business performance is concerned. These development sessions can be run on various topics, for example:

Essential Skills of People Management (NEW)
An interactive 90-minute conference Master Class incorporating: The background against which we manage people; Practical leadership and communication skills in the workplace; Working effectively with and achieving results through others.

Peak Performance Under Pressure - Mental Toughness
The world of Sales is full of challenges, constant change, deadlines and targets, setbacks and often extreme pressure. What enables some people to work effectively under such conditions, while others struggle to perform so well, is mental toughness. Research shows that adopting a performance mindset can often make the difference between achieving success or not. This workshop outlines a simple and practical model of mental toughness based on proven performance psychology techniques, and will help delegates to develop their own mental toughness plan to enable them to achieve high performance under pressure.

Conflict Management Through Assertiveness (NEW)
This one-day conflict-handling workshop is designed to encourage delegates to become more assertive in all aspects of their work (and private) life, increasing their knowledge and skills on how to handle conflict more successfully improving relationships with customers/clients, peers, managers, directors/senior managers and distributors by being more assertive as opposed to passive or aggressive.

Consultative Selling
Historic approaches to selling were largely focused on achieving the 'sale' in completing a single transaction. Transactional selling is characterised by focusing on a single sale with orientation on product features. They tend to take place over short time scales with little customer contact and little measurement of customer satisfaction. In Consultative Selling the emphasis moves from 'transaction' to 'relationship'. The characteristics of relationship selling are focussed on customer retention over a long time scale with high customer service emphasis, high customer commitment often with multi-level customer contact. This module looks at the interpersonal and communication skills needed to build stronger, more effective and longer term relationships with your clients.

Counselling Skills
Counselling, like management, may be defined in many ways. Ideally, it should be a continuous process, based upon the needs of your staff. It may involve giving advice, more often it should take the form of helping others to find their own solutions to their problems. Successful counsellors must have a knowledge of leadership and communication styles and the ability to choose the best for each individual and situation. They need communication skills of a high order. Above all, they must be able to analyse problems and guide their people to find effective solutions. This may be a standalone one day programme or module as part of a management development programme.

CRM - Customer Relationship Management
CRM is all about developing a coordinated response to customers across all customer access and delivery channels. CRM is founded on customer knowledge and accurate customer profiling. It means linking sales and customer service; it means linking telesales and field sales; it means linking key account management with territory based sales organisations. This may be a standalone module or part of a wider sales training programme.

Customer Care Skills - see also Customer Service - see further details
Everyone in our business is involved in customer care whether on an internal or external basis. This programme identifies and teaches the core skills, processes and attitudes required to ensure your customers are always looked after and come back to you time after time.

Customer Journey
The Customer Journey traces the decisions that complicated customers make in the B2B environment from the initial problems and issues that customers have to their eventual purchase decisions. Such decisions are more involved and complicated than those made in consumer markets and this journey needs to be identified and understood. The Customer Journey methodology identifies the customer buying process and specifies those sales processes and sales actions necessary to sell effectively to these customers.

Customer Orientation
An intensive one day module focusing on our approach to internal and external customers. The day covers customer expectations, recognition of existing service levels, use of positive language and attitude, influencing skills, building trust and dealing with difficult situations.

Customer Service - see also Customer Care Skills
The importance of excellent customer support as an integral part of a company's selling process to its customers is one of the major growth areas of training. There are two types of service: material and personal. Most of us tend to take material service for granted. We pay for it so we expect it. Personal service is another matter. It is seldom of a high standard, so when we receive it we are surprised and delighted. This programme shows how everyone who has any contact with customers can make personal service the key factor in winning business and keeping those customers. It covers all aspects of communicating effectively with customers in addition to the importance of good interpersonal skills with internal customers. It shows how to turn problems into opportunities, complaints into more business and discontented customers into happy customers.

Customer Service - 'From Good to Great' - see further details
Through understanding your and others behavioural style, communication and assertiveness skills, this programme focuses on how to improve the service you give and make your customers' experience move from 'good to great'.

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D

Developing a Strategic Management Approach
A one-day workshop for new or existing managers looking at Leadership v Management, Strategic v Operational Leadership, why strategy matters and the fundamental elements of creating the plan from tools, techniques, templates and external assessments, to ways to inmplement and use the plan.

Developing High Performers How To Take People From Good To Great
High performers are a key asset to any business or organisation. Recruiting, developing and retaining talent has become a focus for many businesses. Being able to develop high performers from within the organisation is a highly effective and valuable way of improving business performance. This one-day interactive and engaging workshop is for team leaders, managers and leaders; explores and understands the relationship between individual, team and organisational performance and how they link together and gives strategies, tools and techniques to enhance performance including developing a high performance mind-set, improving confidence and self-belief, sharpening focus and managing energy. It combines information and insights from peak performance psychology, neuroscience and cognitive behavioural coaching in an easy to understand way and with practical techniques and strategies that can be implemented straight away for helping others to improve their performance.

Developing Others
This one-day workshop provides delegates with the skills to enable to develop a positive team environment, understand the key skills of successful team management, including effective communication, delegation and feedback, build positive working relationships and develop others through constructive feedback on their performance.

Developing Resilience: How To Become More Robust & Perform In The Storm (NEW)
This interactive and engaging workshop is for anyone who wants to become more robust, to be able to cope more effectively with the demands of high workloads, increased pressure and demands, and uncertainty and turbulence. The focus is on helping attendees to understand more about how to develop their own levels of resilience. It combines information and insights from peak performance psychology, neuroscience and human physiology in an easy to understand way and with practical techniques and strategies that can be implemented straight away for improved resilience and performance.

Developing Resilience For Peak Performance for Managers (NEW) - see further details
In order to achieve high performance with the accelerating change of the twenty-first century, and the increasing demands and challenges of the modern work-place, you and your team need resilience. This two-day course is designed to give managers the knowledge, tools and techniques to enable them to increase their own levels of resilience, which will enable them to rise to the challenges they face in a changing and complex environment, to perform more effectively under pressure and to 'bounce back' from setbacks. The course will help managers to be able to identify and recognise the signs, and impact of stress on their teams, and also provide some tools for helping them to manage it. Based on stress physiology, neuroscience, positive psychology and performance psychology principles this course combines key theory with a strong focus on practical tools, techniques and applications.

Developing Resilience For Peak Performance (NEW) - see further details
In order to achieve high performance with the accelerating change of the twenty-first century, and the increasing demands and challenges of the modern work-place, you need resilience. This one-day course is designed to give delegates the knowledge, tools and techniques to enable them to increase their own levels of resilience that will enable them to rise to the challenges they face, such as change, uncertainty and complexity and to perform more effectively under pressure and 'bounce back' from setbacks. Based on stress physiology, neuroscience, positive psychology and performance psychology principles this course combines key theory with a strong focus on practical tools, techniques and applications.

Developing Your Personal Impact & Building Productive Relationships
This two-day workshop delves in to individuals themselves and starts with analysing your perception of yourself and how that correlates with that portrayed to others. Delegates then identify their strengths and weaknesses in interpersonal relationships and gain tips and techniques on how to build and develop them. They recognise different social styles in practice and how they affect the communication process and learn to understand why and how conflict arises and how to deal with it effectively. By the end of the workshop, delegates will recognise the impact of their response on the impression they have on others and develop a strategy so they can personally apply the skills and techniques to their own situations, through peer coaching activities.

Director / Sales Director of Tomorrow
A 4 or 5 x two-day modular programme to develop the business skills for your leaders of the future. Core modules are developed based on individual client requirements but usually include Direction, Advanced Assertiveness, Time and Performance Management, Change Management, Sales Strategy and Finance.

DISC Training - Getting The Best Out Of Your People/Customers (NEW)
Ever wondered why we really hit it off with some people and feel uncomfortable with others? Apparently we avoid about 20% of clients and colleagues and naturally engage with another 20%, then rub along ok with the remaining 60%. So let's suppose you were able to engage with twice that amount or more. Which relationships would you nurture? Who would you influence? This two-day workshop won't make you instantly charismatic, though it will help you to understand how you can modify your behaviour to make your approach more digestible to more people. It will also help you to manage resistance and conflict. This programme is ideal to help you build high performing teams and to help you manage client relationships.

Driving Sales Through Service
To win in today's market, organisations need to improve and/or maintain relationships with their key customers, deliver exceptional levels of customer service, rapidly grow sales, manage high-level sales calls and successfully negotiate and close deals. A critical need is to move the traditional focus from selling individual products and services to building relationships and offering solutions. This workshop has been designed to maximise the effectiveness of service and service personnel and managers to achieve the vision and sales strategy set by the business. It will offer the techniques, skills, processes and motivation to drive sales for the business.

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E

The Effective Administrator / 'From Good to Great' Team Support
A two-day (or 2 x one-day) workshop designed for team co-ordinators, administrators or receptionists to understand their role more fully and master the key skills of time management, customer communication skills for the internal and external customers, building rapport and trust, effective note taking, professional telephone techniques, assertiveness in dealing with difficult people and situations, basic negotiation skills, coping with pressure and organisational skills.

Effective Business Writing Skills (NEW)
Written communications play a significant part in the reputation that precedes your company, so it is paramount that we make the right impression with them. If you are new to written business communications, have never worked in an office environment or just want to polish up on the art of writing letters and emails professionally, then this is the course for you. It covers professional standards with regards to the layout, structure, content and style of letters and emails, signing off and signatures, font and colour of text, punctuation and grammar.

Effective Decision-Making
How do we know we've made a good decision, how do we exercise judgement and how does our personality affect our decision-making? This course takes an in-depth look at the decision making process and provides insight and tools for effective decision making both individually and as a team. The course includes; how to distinguish between the different categories of decisions (command, consultative and concertative) and when to apply them effectively, gain insight to improve decision making by taking into account their personality profile and practise using appropriate decision making tools in circumstances such as determining root cause, making multi criteria choice, creativity, prioritisation and risk assessment.

Effective Delegation
Delegation is always a difficult skill to learn when you think you can complete a task quicker and more effectively than someone else. The ability to recognise what should or shouldn't be delegated and how to communicate effectively, develop and empower others through delegation are key skills needed in everyday business. This module can be linked to or incorporate listening and coaching skills and motivating your team through delegation.

Effective Meeting Management - see further details
A meeting provides a unique opportunity to generate new ideas and create team spirit. It should also be a vehicle for gaining a group's commitment to improving performance, developing potential managers and using the experience of successful people to inspire and train others. This programme looks at the role of the chair, time management, keeping the meeting on track, encouraging input from everyone, reaching agreement and follow up. It considers how to do this in an appropriate, motivational and professional way.

Effective Internal Relations 1
A one-day workshop designed to build bridges between individuals and departments that aren't working as well as they could together by identifying the success factors to be gained from working as one team and understanding themselves and others better. Delegates learn about and identify their own preferred personal interaction style and the behaviours of others, how to adapt this and develop greater flexibility and communicate more positively building positive working relationships.

Effective Internal Relations 2
A natural follow-up to the part 1 or a standalone workshop, which considers how to deal with differences, disagreement or conflict more effectively by understanding yourself and others better. Conflict resolution techniques are introduced along with negotiation, influencing and feedback skills to develop confidence.

Effective Self-Management
This programme helps delegates to improve their time management and feel more in control of their life through understanding key result areas, their own beliefs and values, how to set clear and achievable goals and objectives, prioritise, manage and reduce the stress generated through poor time management.

Elite Sales Skills (NEW)
This practical two-day workshop is designed to enable your Sales Teams to achieve their core business objectives. In essence, driving profitable sales. Focusing on getting the mindset right, then covering planning and preparation; tactical, consultative and strategic selling; decision making teams, maps, criteria and process; sales value propositions, objection handling and closing; its highly practical approach prepares those attending to win more profitable business.

Empowerment / Building Empowered Teams
A one-day workshop which develops delegates understanding of the concept of empowerment and gives them a framework and the strategic tools to create, develop and empower teams which demonstrate enhanced enthusiasm and motivation. The course looks at the differences between being empowered, empowering yourself, and empowering others, as well as key aspects of empowerment including: autonomy, centrality, involvement, control, influence, resources and climate. Delegates discuss and use a framework for understanding and developing an empowered team whilst considering the importance of organisational culture and finish the workshop by developing an empowerment plan which produces a plan for implementing the core ideas from the workshop back in the workplace.

Engineer as a Company Ambassador - Part 1 - see further details
This programme is designed to inspire service engineers to realise the importance of their contribution to the Company, give them a sense of purpose and encourage them to see themselves, directly or indirectly, as a business getter. The programme helps delegates identify how to contribute to their special role in providing the Company with a competitive edge above competitors and how a little extra effort during a service call can win their Company new opportunities that exist to help the sales effort. An intensive one-day workshop.

Engineer as a Company Ambassador - Part 2 - see further details
This one-day programme is designed to develop and build on the material covered on the 'Engineer as a Company Ambassador' workshop. It will be an ideal refresher for those who have attended the first Company Ambassador workshop, will provide opportunity for delegates to review the Action Plans which they have set for themselves, share personal successes and will introduce fresh material to enhance personal motivation time management and contribute to business success.

EQ vs. IQ
Emotional Intelligence is a measure of your ability to use both your emotions and cognitive skills in your life. Understanding, developing and using your EQ as a manager helps to understand what matters to others and thus how to manage and motivate in different ways to different people. The other side is recognising and managing your own emotions well. This also relates to other roles in helping individuals to influence others through appealing to reason and emotion rather than relying on facts alone. This subject is regularly incorporated in workshops covering management, communication skills, stress management and effective internal relations.

Essentials Of Written Business Communication (NEW)
How capable are we in writing professional, focused and targeted business letters, emails and reports that achieve the desired results and get the attention of the reader? This one-day workshop looks at professional writing skills for business from the basics of using appropriate, non-jargon orientated and positive language for the target audience, to thinking about how others read our communications; that they are effectively structured and ensure we are conveying information clearly and concisely. Working with business best practise, the workshop can be tailored to your business to incorporate internal standards, terminology and formats.

Essential Skills Of Customer Care - see further details
Everyone is our business is involved in customer care whether on an internal or external basis. This programme identifies and teaches the core skills, processes and attitudes required to ensure your customers are always looked after and come back to you time after time.

Essential Skills Of Managing People - see further details
This programme has been designed to give delegates a framework for employee development within modern business. In particular it has been designed for those who have responsibility to obtain the highest standards of work through and with those reporting to them. The programme covers the core management skills of coaching, communication skills, motivation, leadership, managing change, building successful teams, decision making and managing performance.

Every Call Counts
A one-day workshop to develop effective Telephone Selling Skills, process and confidence whilst using the Telephone as a Business Tool.

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A - E | F - M | N - R | S - Z

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If you would like to discuss any of these modules in more detail or would like to be sent further information, please contact us on 01992 633882 or email us with details of your enquiry.

 
   

Training Courses

Tel: +44 (0) 1992 633882
Email: sales@marcusbohn.co.uk

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