6949 Courses in Addlestone delivered Live Online

Course Duration: 1 day (or 2 half-day sessions) Target Audience: Anyone who delivers presentations in a professional setting – including team members, managers, project leads, or executives – who want to improve confidence, clarity, and impact when speaking. Course Objectives By the end of this course, participants will be able to: Prepare and structure engaging presentations for different audiences. Deliver content with confidence, clarity, and professionalism. Use body language, voice, and visual aids effectively. Manage nerves and build a strong connection with the audience. Handle questions and unexpected situations with poise. Course Outline Module 1: Understanding Effective Presentations What makes a presentation effective? Common mistakes and how to avoid them Aligning your message with the audience’s needs Module 2: Planning and Structuring Your Message Setting clear objectives The “power of three” and other storytelling structures Openings and closings that stick Making content memorable and persuasive Module 3: Delivering with Confidence Managing nerves and performance anxiety Using your voice: tone, pace, and projection Body language and posture Eye contact and engagement strategies Module 4: Visual Aids and Presentation Tools Designing slides that support (not distract) Tips for using PowerPoint or Canva effectively Alternatives to slides (e.g. props, whiteboards, storytelling) Module 5: Engaging Your Audience Reading the room and adjusting your delivery Encouraging interaction and participation Handling difficult questions or interruptions Time management and staying on message Module 6: Practice and Feedback Participants deliver a short presentation (2–5 minutes) Peer and facilitator feedback Self-reflection and improvement planning Delivery Style Interactive, supportive environment Role-playing, practical exercises, and real-time coaching Optional video recordings for feedback Course Materials Provided Participant workbook and slide templates Presentation preparation checklist Self-assessment and feedback forms Tips for virtual presentations (Zoom, Teams) Optional Add-ons (for 2-day version) Extended practice time with filming and playback Advanced storytelling and persuasive techniques Coaching for high-stakes presentations (e.g. board meetings, conferences)

Course Overview This practical, one-day course is designed to equip participants with the essential skills, tools and confidence to effectively facilitate discussions, meetings, and workshops. Whether you're guiding a team brainstorming session, leading a stakeholder workshop, or managing a complex meeting, strong facilitation skills can dramatically improve outcomes and engagement. Participants will learn how to plan and structure sessions, manage group dynamics, keep discussions on track, and handle challenging behaviours—all while creating a collaborative and inclusive environment. The course combines theory with hands-on activities, group discussions, and real-world scenarios to build practical, transferable skills. Who Should Attend This course is ideal for: Project managers Team leaders and supervisors Business analysts Community engagement officers Policy officers Trainers and consultants Anyone responsible for leading meetings or workshops No prior facilitation experience is necessary. Learning Outcomes By the end of the course, participants will be able to: Understand the role and mindset of an effective facilitator Plan and design structured facilitation sessions Use a range of facilitation tools and techniques to encourage participation Manage group dynamics, including difficult participants and off-topic conversations Apply active listening, summarising and questioning techniques Create safe, inclusive and engaging environments for diverse groups Maintain neutrality and guide discussions to achieve desired outcomes Course Content 1. Introduction to Facilitation What is facilitation? Key differences between facilitation, presentation and training The mindset of an effective facilitator 2. Planning for Success Clarifying session purpose and outcomes Structuring the session: openings, transitions, closings Selecting the right tools and approaches for your audience 3. Core Facilitation Techniques Questioning strategies (open, probing, clarifying) Active listening and reflection Encouraging balanced participation Visual facilitation basics (whiteboards, templates, sticky notes) 4. Managing Group Dynamics Reading the room and adapting your approach Handling dominant or disengaged participants Dealing with conflict or resistance constructively Techniques for decision-making and consensus-building 5. Practice and Feedback Facilitated role-plays and group exercises Constructive peer and trainer feedback Personal action planning Delivery Method This course is delivered in a highly interactive, face-to-face or virtual format. It includes a blend of short presentations, group work, facilitated discussions and hands-on activities to embed learning. Inclusions Comprehensive participant workbook and toolkit Facilitator guides and templates Certificate of completion Optional post-course coaching (available on request)

Course Duration: Half-day, 1-day, or modular delivery over 2–3 sessions Target Audience: Managers, team leaders, HR professionals, and employees who want to foster trust, openness, and inclusivity within their teams or organisations. Course Objectives By the end of this course, participants will be able to: Understand the concept and importance of psychological safety. Recognise how psychological safety impacts team performance and wellbeing. Identify behaviours and practices that support or undermine psychological safety. Develop strategies to create inclusive, respectful, and open team cultures. Apply tools to encourage constructive feedback, innovation, and open dialogue. Course Outline Module 1: What is Psychological Safety? Definition and origin (Dr Amy Edmondson’s research) Why psychological safety matters: the business and human case Link between psychological safety, innovation, collaboration, and retention Misconceptions: It’s not about comfort or avoiding challenge Module 2: Assessing the Current Environment Signs of a psychologically safe vs unsafe environment Common team behaviours and leadership pitfalls Self-assessment: how psychologically safe is my team? Module 3: Building the Foundations The four stages of psychological safety: Inclusion safety Learner safety Contributor safety Challenger safety Role of trust, empathy, and emotional intelligence The leader’s role in creating safe environments Module 4: Practical Strategies to Foster Safety Encouraging open communication and constructive disagreement Creating space for risk-taking and vulnerability Responding to feedback and mistakes without blame Speaking up behaviours – how to model and support them Module 5: Embedding Psychological Safety into Team Culture Meeting practices that promote psychological safety How to give and receive feedback safely Inclusive decision-making and respectful challenge Recognising and rewarding candour and contribution Module 6: Leading with Psychological Safety Coaching conversations and active listening Managing difficult conversations and underperformance safely Supporting neurodiverse or marginalised voices Sustaining safety under pressure and during change Delivery Style Facilitated discussions and group work Role plays, reflection activities, and real-life scenarios Peer learning and action planning Optional pre-work or post-session surveys Course Materials Provided Participant workbook Psychological safety assessment toolkit Conversation starter guide Leadership checklist for building safety Personal and team action plan Optional Add-ons Team psychological safety assessments (anonymous survey) Post-course coaching or leadership debrief Co-delivery with DEI (Diversity, Equity & Inclusion) workshops Integration with feedback or team development programs

Course Duration: Half-day or full-day (can also be delivered as a 3-part virtual workshop series) Target Audience: Professionals in non-technical roles (e.g. executive assistants, HR, marketing, project managers, operations staff, trainers, and admin support) who want to use generative AI to enhance their work—without needing coding skills. Course Objectives By the end of this course, participants will be able to: Understand what generative AI is and how it works in plain language. Identify use cases relevant to their role or industry. Use popular generative AI tools (like ChatGPT, Gemini, and Copilot) confidently. Write effective prompts to get better, more relevant results. Apply AI ethically and responsibly in the workplace. Course Outline Module 1: Demystifying Generative AI What is generative AI? (Plain language explanation) How AI models like ChatGPT, Copilot, and Gemini work Examples of what generative AI can (and can’t) do Myths, risks, and benefits of AI in non-tech roles Module 2: Everyday Use Cases for Professionals Time-saving applications: Drafting emails, reports, meeting summaries Creating checklists, plans, or SOPs Enhancing creativity: Brainstorming ideas for events, campaigns, or training Writing social media posts, newsletters, or job ads Organising information: Summarising documents Structuring spreadsheets or creating templates Supporting communication: Improving tone and clarity Translating or simplifying content Module 3: Prompting Essentials What is a “prompt” and why does it matter? How to write clear, specific, and effective prompts Prompting frameworks (e.g., “Role–Task–Goal” method) Live practice: transforming a vague prompt into a powerful one Troubleshooting: when AI gives poor answers and how to improve them Module 4: Hands-On Exploration Try-it-yourself exercises using ChatGPT or Gemini (guided) Real workplace examples and team challenges Create an AI-generated email, checklist, or idea list Optional: use industry-specific examples (e.g., HR, admin, events, comms) Module 5: Responsible AI Use at Work Understanding AI limitations and biases Protecting privacy and sensitive data When not to use AI Workplace policies and guidelines (customisable for your organisation) Ethical use: attribution, transparency, and human review Module 6: Getting Started in Your Role Tools overview: free vs paid options (ChatGPT, Microsoft Copilot, Gemini) Building your own AI toolkit Tips for staying up to date as tools evolve 30-day challenge: how to build AI into your daily workflow Delivery Style Highly interactive, practical, and low-jargon No coding or tech background required Hands-on demos, guided practice, and scenario-based activities Group discussion and peer learning Course Materials Provided Quick-start guide: Top 10 prompts for non-tech roles AI Prompt Library for your job type Do’s and Don’ts for ethical use of AI at work “AI in Action” workbook with examples and checklists Personal AI Action Plan Optional Add-ons Team-based AI hackathon (mini workplace challenge) Tailored follow-up webinar for Q&A and deeper use cases Co-branded playbook for organisational AI use Integration with digital transformation or innovation initiatives

Course Duration: Half-day or full-day program (with options for virtual delivery) Target Audience: Professionals, managers, leaders, and HR teams looking to build resilience, manage stress effectively, and prevent burnout in today’s always-on, high-pressure work environment. Course Objectives By the end of this course, participants will be able to: Recognise the signs and symptoms of stress and burnout. Understand the impact of chronic stress on health, performance, and well-being. Learn effective strategies for stress management and emotional regulation. Identify personal and workplace practices that reduce the risk of burnout. Develop a personal action plan for building resilience and maintaining well-being. Course Outline Module 1: Understanding Stress and Burnout What is stress? Types of stress (acute, chronic, eustress, distress) Defining burnout: symptoms, causes, and long-term effects The impact of a 24/7 world on mental health and performance How stress and burnout affect physical health, cognition, and relationships The role of work culture, technology, and societal expectations in stress Module 2: The Physiology of Stress and Burnout Understanding the body's stress response: fight or flight, cortisol, and adrenaline The effects of prolonged stress on the nervous system and health How burnout manifests in the brain and body The difference between stress and burnout: a deeper dive into emotional exhaustion, depersonalisation, and reduced personal accomplishment Module 3: Identifying Personal Stress Triggers and Early Warning Signs Conducting a stress audit: when and where does stress show up? Personal stress triggers: how work, environment, and relationships contribute Warning signs of burnout: physical, emotional, and behavioural red flags Self-assessment: Are you at risk of burnout? Understanding your personal stress responses and coping mechanisms Module 4: Effective Stress Management Techniques Mindfulness and relaxation practices: breathing exercises, meditation, and guided imagery Cognitive reframing: challenging negative thoughts and building resilience Time management and prioritisation: setting boundaries, saying no, and avoiding overwhelm Progressive muscle relaxation: tension release for mind and body Movement and exercise: how physical activity reduces stress Sleep hygiene: strategies for better rest and recovery Module 5: Building Resilience and Preventing Burnout The concept of resilience: bouncing back and growing stronger from adversity Strategies for emotional regulation: staying calm under pressure The role of social support: leaning on peers, mentors, and family Building psychological flexibility: accepting what we can’t change and focusing on what we can Creating work-life boundaries in a 24/7 world: disconnecting from work and technology Cultivating gratitude, positive psychology, and self-compassion in daily life Module 6: Creating a Sustainable Work Culture How leaders can foster a culture of well-being and prevent burnout Encouraging breaks, time off, and restorative work habits Organisational practices that support mental health: workload management, flexibility, and support resources Role of HR and leadership in promoting a healthy work-life balance The importance of feedback, recognition, and regular check-ins to prevent stress escalation Module 7: Personal Action Plan for Stress Management and Burnout Prevention Reflecting on key learnings and takeaways Developing a personal stress management toolkit Building a balanced daily routine that integrates self-care practices Creating a self-care action plan for the next 30 days Accountability partners and follow-up strategies to track progress Final thoughts: Small changes for big impact Delivery Style Interactive and experiential with a mix of individual reflection, small group discussions, and practical exercises Case studies and real-life examples to illustrate stress management strategies Guided relaxation techniques and mindfulness practices Personal assessments and action planning for immediate application Course Materials Provided Stress Management Handbook Personal Stress Audit Worksheet Relaxation and Breathing Exercise Guide Resilience Building Tools and Templates Self-Care Action Plan Template Resource list: Apps, podcasts, and books for stress management Optional Add-ons One-on-one coaching or follow-up sessions to discuss personal stress management strategies Leadership or team coaching to create a stress-resilient culture A series of wellness webinars focused on specific stress-management tools (e.g., sleep hygiene, mindfulness, movement, etc.) Ongoing email support or resource sharing to reinforce learning

Course Duration: 1–2 days (or modular format across 3–4 sessions) Target Audience: Professionals at all levels seeking to improve workplace communication, strengthen relationships, and increase collaboration and influence. Course Objectives By the end of this course, participants will be able to: Communicate clearly and confidently in a range of professional situations. Adapt communication styles to suit different audiences and contexts. Build strong interpersonal relationships using emotional intelligence. Navigate difficult conversations and resolve conflict effectively. Enhance active listening, feedback, and assertiveness skills. Course Outline Module 1: Foundations of Communication The communication process: sender, receiver, and barriers Verbal, non-verbal, and written communication The impact of tone, body language, and intent Common communication pitfalls in the workplace Module 2: Developing Interpersonal Awareness Self-awareness and emotional intelligence (EQ) Understanding personal communication styles (DISC, MBTI or similar tools) Building rapport and trust The importance of empathy in professional relationships Module 3: Active Listening and Feedback Skills Listening to understand vs listening to respond Techniques for active listening Giving feedback constructively Receiving and acting on feedback Module 4: Assertive Communication Passive, aggressive, passive-aggressive vs assertive styles Setting boundaries and expressing needs clearly Using “I” statements and confident body language Role-playing assertiveness scenarios Module 5: Adapting Communication to Context Communicating with different personality types Navigating workplace hierarchy and power dynamics Cultural sensitivity and inclusive language Tailoring communication for emails, meetings, and presentations Module 6: Managing Difficult Conversations and Conflict Identifying sources of conflict Conflict resolution strategies (e.g. Interest-Based Relational Approach) Staying calm under pressure Structuring difficult conversations using frameworks (e.g. SBI – Situation, Behaviour, Impact) Module 7: Collaborative Communication in Teams The role of communication in high-performing teams Group dynamics and psychological safety Facilitating discussions and encouraging contribution Virtual communication best practices Delivery Style Engaging facilitation with practical exercises Role-plays, group discussions, and real-life scenarios Self-reflection activities and personal action planning Assessment and Outcomes Participation in interactive activities Completion of a communication skills self-assessment Development of a personalised communication improvement plan Course Materials Provided Participant workbook and slides Communication style diagnostic tool (optional) Templates for feedback and conversation planning Follow-up resources and reading list

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Qualification Number 600/3775/1 Minimum entry age 19 Guided Learning Hours 55 What does this qualification cover? This qualification is designed to provide learners with the knowledge and understanding required to successfully lead a team. Who is it suitable for? This qualification is for those individuals who wish to develop their knowledge and understanding of leading a team and / or are planning to move into a team leading role This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? The qualification is made up of three mandatory units: • Unit 1 Team Leading Responsibilities • Unit 2 Managing yourself and providing direction to your team • Unit 3 Communicating Information and Knowledge in the Workplace How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

Qualification Number Level 1: 603/5291/7 Qualification Number Level 2: 600/3423/3 Minimum entry age 19 Guided Learning Hours Level 1: 30 Guided Learning Hours Level 2: 115  What does this qualification cover?  Level 1: • Know how to deliver good customer service • Know different communication methods • Know how to provide good customer service in line with organisational procedures • Know how to effectively deal with customer queries, problems and complaints. Level 2: • The principles of customer service • How customer needs and expectations are formed • The principles of responding to customers' problems or complaints • Interpersonal and team working skills • How to meet customer needs and expectations • Communicating effectively with customers • Legislation which supports the customer service process Who is it suitable for?  This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments. This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? Level 1: The qualification is made up of one mandatory unit: • Unit 1 Customer Service Principles Level 2: The qualification is made up of two mandatory units: • Unit 1 Supporting the customer service environment • Unit 2 Delivery of effective customer service How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

Qualification Number 601/4458/0 Minimum entry age 19 Guided Learning Hours 180 What does this qualification cover? This qualification aims to: • introduce the concepts of equality and diversity in a variety of environments including society, the community and the workplace • highlight how stereotyping and labelling affect individuals • outline the effects of prejudice and discrimination • allow the learner to examine rights and responsibilities • stress the importance of taking individual responsibility and action to help and support others • provide a basis for further study and/or career development. The objectives of these qualifications are to help learners to: • raise their awareness of the issues surrounding equality and diversity • apply this awareness through their actions in society, community and the workplace. Who is it suitable for? This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? The qualification is made up of three mandatory units: • Unit 1 Equality and diversity in society • Unit 2 Equality and diversity in the community • Unit 3 Equality and diversity in the workplace How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.