645 Environment courses in Leeds

REFERENCE CODE 603/4460/X COURSE LEVEL NVQ Level 2 THIS COURSE IS AVAILABLE IN Course Overview The Level 2 NVQ Diploma in Specialist Concrete Occupations (Construction) -Concrete drilling and sawing qualification has been developed for achievement in a real workplace environment which means you need to be employed to undertake this qualification. This qualification enables you, the learner, to demonstrate and recognise your skills, knowledge and understanding and to demonstrate your competence in a real workplace environment so you can work in Specialist Concrete Occupations. Not all individuals will carry out exactly the same tasks so there are 3 pathways, these allow achievement in Concrete Drilling, Concrete Sawing and Concrete Drilling & Sawing. You will be assessed against a set of performance and knowledge statements which have been derived from National Occupational Standards for your occupational area. You will be assessed by an occupationally competent and qualified assessor whose job is to work with you and help you complete your qualification. The qualification consists of 4 mandatory units with a total credit value of 20 credits, in addition to these candidates must achieve the required credits from the chosen pathway.

This course covers the management of anaphylaxis and the use of auto-injectors for the initial treatment of anaphylaxis.

Strategic Thinking: In-House Training The goal of this course is to provide you with the building blocks and the motivation to develop the critical skill of strategic thinking. The participants will consider a four-part model that distinguishes strategic thinking from strategic planning and managing. With that understanding, you will investigate the critical components of strategic thinking and how to apply it effectively. What you Will Learn Define strategic thinking and distinguish it from strategic planning and management Explain a high-level approach to gaining strategic thinking skills Integrate other interpersonal skills, such as self-awareness, systems thinking, leadership, constructive conflict, and collaboration, into the fabric of strategic thinking skills Select appropriate techniques to apply strategic thinking in specific situations Recognize and emulate effective strategic thinking behaviors Getting Started Introductions Course structure Course goals and objectives Foundation Concepts Interactive event: Define Strategic Thinking (ST) Interactive event: Discuss relationship of ST with Strategic Planning, Management and Decision Making Strategic Level Framework - Tying it all together Strategic thinking attributes Strategic Thinking Critical Success Factors Strategic Thinking Critical Success Factors - 5-part model Strategic Thinking and the Organization Critical Success Factors Model applied to an organization Tools Introduction (5): Environmental, 5 Forces, SWOT, Value Proposition, Integral Theory of Worldview Video: Fog of War Strategic Thinking and the Individual Critical Success Factors Model applied to an individual Tools Introduction (5): Thinking Styles, Six Thinking Hats, Reverse Thinking, Systems Thinking, Integral Theory of Worldview Strategic Thinking at the Interpersonal and Team Levels Emotional Intelligence - Self Awareness and Working With Others Team Leadership and Trust Constructive Conflict as the Gateway to Collaboration Interactive event: Testing the Models - Challenge Perspective; What's Missing Applying the critical skill of Strategic Thinking Worldview: Team versus client Trusted Advisor Interactive event: Doing what is asked (Case study, wherein participants review the default case scenario prepared for this workshop and add specific details to make the scenario more relevant to their experiences / needs. Teams develop an action plan for applying ST concepts and techniques they have learned here to the situation, then compare and contrast results.)

Developing the high performing team takes time and effort. But above all, it requires an understanding of the dynamics of high performing teams. This programme helps managers and leaders understand what high performing teams do and how they do it. It focuses on enabling managers to see their teams from different perspectives, allowing them to adapt their styles to maximise team outputs. A core theme is the need for managers of teams to 'hold up the mirror' to themselves and to see themselves as a leader of people, to reflect on how others see them and to modify their style accordingly. This programme will help managers / team leaders: Analyse the constituents of a 'high performing' team Apply essential influencing techniques Use a range of communication techniques to support effective teamwork Create and articulate team vision Generate common values Assess team effectiveness and take/recommend the appropriate actions Make more efficient use of team time Understand and agree on techniques to manage conflict Define and implement team meeting protocols that will facilitate team effectiveness Use the Prime Focus model to create the environment and framework for a high performing team Draft your team strategy to take them to the next level Day 1 1 Welcome and introduction Participants are welcomed to the programme and invited to share their personal objectives and people challenges Participants are given an action plan template to complete throughout the workshop 2 Your team The concept of 'positive intention' The difference between a team and a high performing team Assess your team effectiveness What is your 'interference'? 3 The team environment Setting the scene Building rapport Active listening Team goals and role profiling 4 Your style Tuckman model of team stages - how do you manage each stage? Team standards and goals Your team vision 5 Effective team meetings Influencing in team meetings How to make them interesting and relevant The pure role of the chair Day 2 1 Effective communication techniques Giving and receiving feedback Your communication style How to adapt, pace and lead to build rapport The Mehrabian theory of communication 2 How to manage conflict What is conflict? What is your default conflict approach? Tools and tips for managing conflict Practice sessions 3 Team skills Undertake a team skills analysis Types of team member Motivating team members Reframing situations 4 Setting your strategy Seeing the bigger picture The Prime Focus Model Your strategy for success Articulating your strategy Action plans revisited

Build confidence & capability and engage in meaningful dialogue about race.

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: See your role in a new light Develop your communication skills Deal with different types of customer and situation Boost your confidence Cope in a pressurised environment Get more satisfaction from your working day 1 Introduction Workshop objectives and personal objectives The challenges of 21st century communication What makes an excellent point of Reception? And why is it so important? Who and where are our customers? As a customer, how do you like to be treated? What makes people feel valued? Objective and subjective aspects of customer service 'Micro moments' that shape the relationship 2 Communication on reception Definition of communication Barriers to good communication The 'recipe' of verbal, vocal and visual aspects of communication Differences between communicating face-to-face and on the telephone Communication 'leaks' The primitive human response The impact of visual communication - body language, gesture and facial expression Voice - tone, speed, volume, pitch, clarity, inflection, pacing Words - positive words and phrases compared with negative terminology Professional greetings face-to-face Steering the conversation with effective questioning 3 Telephone excellence How we use the telephone Qualities of the telephone Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? Professional telephone etiquette Taking and leaving messages - key points that can help customers, colleagues and the organisation Clarifying information 4 Listening skills for accuracy and relationship building How accurate are your listening skills? What are the challenges for accurate listening? Active / empathetic listening 5 Creating a rapport by 'style flexing' Understanding how different people communicate Shaping our message to the other person so that they feel understood How changing situations can alter communication needs 6 Confidence and assertiveness Recognising different styles of behaviour - aggressive, passive and assertive Qualities of assertive communication - verbal, vocal and visual Assertive techniques - basic, persistence, negotiation / empathetic Demonstrating confidence 7 Coping in a pressurised environment Words - the most useful ones to use with stressed people and identifying the 'red rag' words Challenging situations - what do you find difficult and how do you respond? Dealing with outbursts of anger Bringing non-stop talkers back from their tangent Constructive ways to say 'no' 8 Pulling it all together Action plans Summary of key learning points

This practical, enjoyable day will give you the tools to go and do your job effectively and the opportunity to practise using them in a safe and supportive environment before putting them into practice for real back in the workplace. To inspire, you need to be inspired!Having the right set of skills, tools and techniques helps us to manage in a productive and beneficial way. Above all, the workshop will inspire you with the determination to engage with the people you manage to produce greater levels of achievement. This workshop will enable you to: Understand what the role of the manager is Engage and inspire a team to perform Recognise the range of styles appropriate for different situations and how your communication style impacts Provide clear direction on your team's purpose, role and responsibilities Understand how to create a motivating environment for those who report to you Hold them accountable for delivery Hold performance conversations Review and evaluate your learning and have a plan to take back and implement at work 1 Bringing the role to life Starting the day with sharing your current ideals and approaches using the pre workshop task Understanding what you bring to your role and your objectives for the day 2 The role and responsibilities of a manager: an overview Responsibility and accountability Producing results Managing teams Developing individuals 3 Communication excellence The model of a team communicator What type of communicator are you and what about your team? Practical interactive group exercise 4 Your role as a team leader - shaping how we work using the organisation's values Your role Your team's role Enabling your team to deliver in a changing mindset 5 Engaging and motivating your team Exercise: using a leadership model to explore how you are enabling your team to engage with current change, what's getting in the way and how you will manage this in your organisational context Peer and group task and discussion 6 Addressing motivation at team and individual level in times of change Exercises:Identifying approaches to motivating people at work based on a work based model of motivation: team taskExploring a behavioural model of motivation: team discussion Review in plenary 7 Holding people accountable The work cycle model of team performance: Agree purposeSet objectivesMonitor performanceProvide feedbackCompliance vs. commitment Professional discussion in small groups Exercise: Practising short conversations using peer coaching support 8 Review of learning and action planning Personal review and action planning Group review of learning Evaluation

Telephone selling can be a challenge. It can be a pressured environment and sales professionals need to be able to maintain peak performance in order to meet - and preferably exceed - their targets. This programme will help make it easier for them. The expert trainer covers the whole process, to help participants see it from their customer's perspective. The focus is on how to use a practical understanding of sales psychology, and of the nature of the telephone sales conversation, to help make it easier for customers to buy. This programme will give your team the skills to: This course will help participants: Understand why people buy - and how that makes it easier to sell Manage the sales process better Steer their sales calls to a more positive outcome Recognise - and respond to - customer buying signals Meet and overcome objections Choose the most appropriate techniques for closing with confidence Enhance their resilience Improve their communication skills on the telephone 1 Introduction Aims and objectives Overview Self-appraisal of current skills and development areas 2 The sales approach What selling means Why selling is like nature 3 The telephone as an instrument of communication Qualities of the telephone How telephone communication differs from face-to-face Advantages and drawbacks of the telephone How to optimise selling over the telephone Communication techniques to help you stand out from the crowd 4 Creating a relationship Professional telephone etiquette Building a rapport Connecting with the customer so that they feel you are on the same wavelength 5 The structure of a sales call Opening the call - creating a positive first impression Effective questioning to gather information and establish need Identifying and presenting the features and benefits of the product or service Matching the benefits to customers' needs Recognising and responding to buying signals Anticipating, meeting and overcoming objections Closing the sale and asking for the order - different closing techniques The importance of testimonials - how to obtain them and when to use them 6 Listening skills The challenges of accurate listening How to enhance listening skills Ensuring the customer feels heard and understood through empathetic listening 7 Shaping and using a script Developing a script to increase levels of confidence Leaving the door open 8 Managing the campaign Organisation and call planning Identifying your target market group Planning who and when to call Logging constructive information 9 Personal management The importance of persistence Is there a time to back off? Stamina - optimising energy levels Bouncing back 10 Practising the new information Pulling the details together Practising in a supportive environment 11 Action planning Personal learning summary and action plan

In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer. Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture. The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it. As a result of this course, participants will be able to: Take control of a customer conversation, with confidence Refresh and polish their customer service and sales performance Recognise and develop a sales opportunity Engage the customer and build rapport Identify a customer's needs Match the customer's needs to the organisation's products or services Handle objections confidently Ask for the order At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace. 1 Introduction Course overview, objectives and introductions 2 Serving or selling? Feelings and attitudes - How we can affect the outcome by our feelings and behaviour What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's interest in our products or services 3 Developing the right skills Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment' Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills? Relating to different types of people by identifying and matching their communication style on the telephone 4 Making it easy for the customer Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation? Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy Closing on a positive note- When and how to ask for commitment Dealing with the customer's objections and concerns in a positive manner 5 Course summary and action plans Review of main learning points Presentation of personal action plans

This course is designed to help the individual understand their responsibilities within the...