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Time for you to talk, explore and work through challenges you are facing... I help individuals find / reconnect with their passion & purpose, so they get up & do what they love! Giving people direction, self-confidence and belief to do the thing they want to do... Through 1:1 coaching, I create a space that supports people to explore and find solutions; giving clarity, confidence and energy to move forwards. ​If you feel stuck in your life or career, frustrated or unsure of how to move forwards, don't know what you want to do next... that's ok - we can work through your challenges at your pace over a series of coaching sessions that works for your time and budget.

Most organisations and businesses are trying to navigate the best way back to a functional working framework. But two things need to happen - 1. The working practices need to be efficient, sustainable and compatible for meeting the demands and needs of the organisation; it’s clients, it’s workforce and it’s Leaders 2. The culture needs to be welcoming, authentic and supportive otherwise there will be disenfranchisement and potentially a churn of staff and loss of talent What has been proven to be a very successful approach to mitigate the dangers of demotivated team members and poor efficiency levels is a bespoke ‘Ushering the Team Back to the Workplace’ workshop. Programme Outline Below is a template of an actual Programme that has been delivered very successfully for clients such as the NHS; Claranet; Jotun Paints & Workspace. This, however, can be modified to suit any group or size. It will be designed to reflect the Organisation’s preferred Hybrid working framework and communication systems. The options of having the innovative Real Play technique to help handle delicate conversations is especially effective. The biggest gain is to reconnect the relationships via the activities and exercises, which would be selected carefully. Key commitments and buy-in is always the priority outcomes - which this programme will help deliver in just 1 day. The objectives include: Making the transition back to working as a collaborative team Enhancing the Leadership skills of the team Reviewing/establishing the Hybrid working protocols Galvanising the Team spirit Maintain inclusivity among full-time; part-time and Region based team members Energising and motivational Fun! Exercise – Round the Bend The team are to follow the instructions delivered as they walk (and jump) through the route – always keeping a safe distance apart. The instructions become more complicated as they progress. Debriefing points: Dealing with Change Attention to Detail Adapting approach Optimising results Exercise - Number Crunch (3 x Cohorts of 12/13) The team must be effectively led and motivated to work as one unified group to reach their objective of visiting each numbered location within a very tight deadline. Debriefing points: Support and co-ordination Strategy and planning Adapting approach Optimising results Tutorial – Team Dynamics Tuckman model Phases of Development towards Maturity Exercise - Juggling (3 x Cohorts of 12/13) The group(s) will be invited to optimise the number of ‘clients’ (juggling balls) they can manage at one time. This involves devising a sequence between the group to achieve maximum results without making any mistakes. We introduce different balls which represent different degrees of complexity, challenging the group’s preparation and approach to a variety ‘customers’ needs. Debriefing points: Ensuring effective communication Clarifying the approach for dealing with the unexpected Setting expectations and reviewing delivery Treating every colleague with care and respect Tutorial - Email Etiquette The primary standards – best practices ABSURD model Preparation and planning Top Tips World Cafe The team are split into 5-6 sub-groups – each with a specific review focus:- What recommendations do you have to engage the team back into the Workplace? How do we ensure the framework is efficient? What are the best ways to optimise team working strategically when most/all team members are in the office? What potential barriers are there? How do we accommodate for the Regional team members? What are the benefits to bringing the team back to the workplace? Each session has 2 – 3 rounds with each table’s ‘host’ sharing feedback for applying to the Team Action Plan – or Charter. Debriefing points: Each Syndicate’s recommendations and capture the key actions they generate 'Real Play' We offer an innovative solution to bring real Leadership/team scenarios to life. We use actors who improvise scenarios which have been specified by the group. The group is split the group into 2 sub-groups, one with the Actor, the other with the Trainer. Each group has a brief and has to instruct their Trainer/Actor on how to approach the scenario supplied. The Actor and Trainer perform the role play(s) as instructed by their respective teams; however, during the action they can be paused for further recommendations or direction. The outcome is the responsibility of the team(s) – not the performers Assign 24 x ‘Directors’ (4 for each Player – Phil & Julia – for each Real Play. Potential Real Play Scenarios: Engaging with a team member as to how the new working plans will be applied. Overcoming concerns to the new working practices/framework Addressing issues where a team member feels excluded from the teamworking practices/culture Debrief the Programme Individual Action Plans Team Priorities for application into the workplace

Arm yourself with a robust research toolkit that will help you uncover deep behavioural insights on user needs and motivations so you can design better experiences.

Our teams are increasingly built from colleagues from around the world, each of whom has their own unique culture and communication style. We can help you embrace, enjoy and harness the diversity in teams for incredible outcomes! This course includes: The impact on the team of language and cultural differences Communication techniques for an effective global team The importance of clarity and commitment The difference in planning and scheduling across cultures Different perceptions of power and leadership Leveraging the diversity in your team

The LMI Foundations of Success workshop introduces the concepts and practical tools used to help countless individuals within thousands of organisations, of all sizes and complexity in both the public and private sector, realise more of their true potential.

Learn the key skills to become a Manager in an organisation. How can you get the best from your new team. Course overview Duration: 2 days (13 hours)  This workshop is suitable for those who have recently started their first direct line management role. This is a practical workshop and focusses on understanding the role of a people manager in managing workloads amongst the team, the individuals within their team and getting the best out of the team. Objectives  State the key roles and responsibilities of a people manager Use your time effectively to plan and prioritise your own and the work of others for expedient results Set objectives that engage those reporting to you Delegate tasks effectively that motivate the individuals you delegate to Appreciate how to deal with both good and under-performance Adopt the most appropriate leadership style Manage the team through its natural development and through times of change Add value to meetings you attend and chair Content Roles and Responsibilities Understanding your roles and responsibilities for people management Management vs Leadership Action Centred Leadership Managing Workloads How to prioritise the management of tasks, the individuals and the team Objective setting – how to set objectives and how to engage individuals in their objectives Practical application on prioritisation and objective setting Managing Individuals Delegating tasks and work effectively Understanding motivation and how best to motivate individuals Managing performance – the Skill/Will matrix How to manage good performers Dealing with under-performance Goleman’s 6 Leadership styles Choosing the appropriate leadership style for the right person and situation Managing the Team Understanding team roles and dynamics How to manage the team as it develops Team learning and development Managing teams through times of change Tips and techniques for focused meetings

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills. It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility. Overview In this course, you will refresh and expand your customer service skill set. You will: Apply fundamental customer service knowledge and skills. Manage your everyday workflow. Take care of customers by assessing their needs, resolving their issues, and encouraging further sales. Deal with challenging customer interactions. Apply customer service leadership skills In this course, you will apply important principles and skills you can use as a customer service professional. In addition to providing basic customer service, you'll also learn important principles and skills that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities. Applying Customer Service Foundations Topic A: Assess Customer Service Basics Topic B: Develop Interpersonal Skills Managing Your Workflow Topic A: Apply Organizational Skills Topic B: Handle Simultaneous Customer Contacts Topic C: Manage Individual Stress Taking Care of Customers Topic A: Maintain Focus on the Issue Topic B: Assess Customers Topic C: Diagnose Customers? Problems Topic D: Educate the Customer Topic E: Resolve Customers? Problems Topic F: Encourage Further Sales Through Service Dealing with Challenging Customer Interactions Topic A: Recognize Difficult Situations Topic B: Work within Your Company Parameters Topic C: Handle a Difficult Interaction Topic D: Overcome Negativity Topic E: Redirect the Customer Topic F: Follow Up on a Challenging Situation Progressing to Leadership Topic A: Lead from Within Your Team Topic B: Address Escalated Customer Issues Topic C: Analyze Customer Service Metrics Additional course details: Nexus Humans Excellence in Customer Service (Advanced) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Excellence in Customer Service (Advanced) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Management of Value (MoV®) Practitioner: In-House Training This interactive MoV® Practitioner course provides a modular and case-study-driven approach to learning Management of Value (MoV). The core knowledge is structured and comprehensive; and well-rounded modules cover the methodology and various techniques. A case study is used to help appreciate the relevance of MoV in its practical application. What you will Learn The MoV Practitioner Course prepares you for the MoV Practitioner exam. Individuals certified at the MoV Practitioner level will be able to: Apply Management of Value (MoV) principles, processes and techniques, and advocate the benefits of this application appropriately to the senior Management. Develop a plan of MoV activities for the whole lifecycle of small and large projects and programs. Plan an MoV study, tailoring it to particular projects or programs and developing practical study or workshop handbooks as required. Understand and articulate value in relation to organizational objectives. Prioritize value drivers using function analysis and use these to demonstrate how value might be improved. Quantify monetary and non-monetary value using the Value Index, Value Metrics and the Value for Money ratio. Describe and comment on the application of various techniques relevant to MoV. Monitor improvements in value realized throughout a project lifecycle and capture learning which can be transferred to future projects. Offer suggestions and guidance about embedding MoV into an organization, including policy issues, undertake a health check, assess maturity and competence, and provide guidance on typical roles and responsibilities. Understand and articulate the use of MoV within other Best Management Practice methods and its contributions to them Benefits of Taking This Course Upon successful completion of this course, you will be able to: Organise and contribute constructively to a Management of Value (MoV) Study Demonstrate a knowledge of MoV principles, processes, approach, and environment Analyse a company, programme or project to establish its organisational value includes identification and weighting of Value Drivers Pass the AXELOS Practitioner Examination Function Analysis Customer FAST Diagram Value Tree Development Weighting Attributes Paired Comparisons Developing a Value Profile Developing a Value Index Value for Money Ratio Stimulating Innovation Value Engineering Option Evaluation and Selection Evaluation Matrix Value and Value for Money Timing and Planning Teams and Stakeholders MoV in the Organization Integrating with Best Management Practice Relationship between Process and Approach

Explore the power of your mindset to affect mood, motivation and happiness + practical ways to bring more positivity to your life.

So often change fails because of our own pursuit of perfection. Learning to love imperfect change will improve your resilience and help you deliver positive change.