156 Courses in Edinburgh

Successful account management requires time and investment to achieve high levels of customer satisfaction and develop new business opportunities. Ensuring you are equipped with the right tools to approach every customer interaction in a structured way will help you have productive relationships with your clients. Whether you're new to account management or experienced in business development and looking to expand your skillset, understanding how you can maximise customer relationships will be key to your success. We have developed this programme to be practical, fun and interactive. Participants will have the opportunity to learn and practice a number of key skills that will see successful results, and are encouraged to bring real life examples to the course so that learning can be translated to real world scenarios. This course will help participants: Learn how to plan growth and increase revenue from existing accounts Develop skills to build and develop essential relationships to increase value and visibility Learn how best to create loyalty and customer satisfaction Identify how to set account targets and development plan for building contacts and cross-selling Develop persuasion and influencing skills to better define needs and develop opportunities Learn how to add value at all stages; plus gaining competitive advantage Develop an up-selling, cross-selling strategy 1 Performance metrics for account management Introduction to the PROFIT account management model Using practical tools to measure account performance and success Planning your account strategy - red flags and green lights 2 Relationships for account management How to build and manage key relationships Producing a 'relationship matrix' Developing a coach or advocate 3 Setting objectives for your account Developing an upselling cross-selling strategy Setting jointly agreed goals, objectives and business plans Planning session 4 Feedback and Retention - building loyal and satisfied customers How to monitor and track your customer's satisfaction Building a personalised satisfaction matrix Customer service review meetings 5 Influence Getting your message and strategy across to C-level contacts Being able to better develop a business partnership within an accountes 6 Teamwork and time management Working with others to achieve your account goals Managing and working with a virtual team Managing your time and accounts effectively 7 Gaining commitment and closing the sale Knowing when to close for commitment How to ask for commitment professionally and effectively Key negotiation skills around the closing process - getting to 'yes' Checklist of closing and negotiation skills Practice session

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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

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Budgeting is more than mere vague oversight. Budgeting should deliver the corporate strategy, add shareholder value and lead to a well-run business - for the benefit of all involved in it. Effective budgeting leads to real control - effective day-to-day operational control and more. This course demonstrates what proper budgeting and operational control can do. This course will help ensure that participants: Appreciate the importance of the budgeting process Take ownership of it Use it as a daily working tool - not an annual exercise - to help run their part of the operation Improve their reporting against budget Ensure their delivery against budget 1 Objectives of budgets The budget process Stages - what is the prime aim of a budget? What is forecasting? ObjectivesPlanningImplementation 2 Budget and cost control focus Choosing objectives Links with corporate strategy Links with resource management Can the accounting systems cope? 3 Traditional budgeting and control Benefits and drawbacks The process Control and feedback Reporting - what can be expected? 4 Advanced budgeting and control Understanding the business process Taking out costs Cost awareness ZBB - as valid as ever 5 Reports Reports for action The purpose of a report Content - deliverables and feedback Culture is so important

This programme has a simple objective: to help a sales team create and implementa comprehensive account development plan. If you want to earn strategic partner or preferred supplier status with your clients and customers then you need to add value to their business, consistently, and you can only do this if you have a plan - a key account management plan. This programme will help participants: Discover opportunities - through a deeper understanding of the customer's business Develop partnership - through a better 'value proposition' for the customer Increase repeat business - based on higher customer satisfaction Improve synergy - by getting everyone to 'sing from the same hymn sheet' Develop a collaborative account plan - validated by the customer and their own management Secure resources - management will align resources to execute soundly based account plans Win an increased share of 'customer wallet' - through systematic account development 1 The six principles of strategic account development Introduction to the PROFIT account development model:- Performance- Relationships- Objectives and goals- Feedback- Integration- Teamwork Practical account development strategies: overview and case studies 2 Performance Use practical tools to help you manage and measure account performance and success Design and build a monthly account dashboard for all sizes of account Prioritise and manage accounts and customers pro-actively and successfully, using proven planning tools Develop a cross-selling strategy to integrate products or solutions into the customer's business as closely as possible 3 Relationships How to build and manage key relationships within an account Qualifying and managing key influencers accurately Producing a 'relationship matrix' for each account quickly and easily Approaching and developing new contacts strategically Tools and techniques for successful tracking of contacts and call-backs Developing a coach or advocate in every customer organisation pro-actively 4 Objectives and goals Where are you now? - how to establish your competitive position within an account Know how to set, monitor and track key objectives for accounts over the short, medium and long term Selling against the competition - developing both long- and short-term sales strategies 5 Feedback - building loyal and satisfied customers The correct way to manage customer expectations and create listening loops within an account How to monitor and track your customer's perception and satisfaction with your organisation Building a personalised satisfaction matrix for each account Customer review meetings - best practice in building loyalty by regular joint planning events Understanding the concept of long-term customer value and the importance of adapting a customer-focused attitude 6 Integration How to integrate your products or solutions with the customer's business needs and processes Spot and react to early warning signals that may cause an account's loyalty to fade, reduce revenue or switch to a competitor Developing a loyalty strategy for key accounts or groups of smaller accounts Getting your message and strategy across to C-level contacts 7 Teamwork Working with others to achieve your account goals Gaining internal commitment from your organisation Managing and working with a virtual team Creating cross-departmental communication loops 8 Putting it all together Personal account reviews Personal learning summary and action plans

Introduction to Design Thinking: In-House Training Innovation is the cornerstone of highly successful companies, especially those that continue to be successful over the years and decades. Design thinking practices fuel this continual innovation, as they are the critical links from inspiration to delivery, concept to showroom floor, and start-up to global business. Design thinking is a structured approach to promoting innovation and creative problem-solving. It is not a new approach. It has been around for centuries, as the art, architecture, and inventions of mankind illustrate. By examining the steps to achieving great design and maximum utility of product, design thinking approaches provide a framework in which to develop new solutions to problems and new products to sell. This highly interactive course is designed to help participants think like designers to generate innovation, and to help teams to produce more innovation and creativity. Since design thinking is based on doing rather than thinking, we participants are challenged to apply the techniques, in the classroom, to create new ideas and solutions to a case study project. What you will Learn At the end of this program, you will be able to: Explain the underlying principles and value of using Design Thinking for innovation Describe the basic concepts of the Stanford Model for Design Thinking Evaluate a set of basic Design Thinking techniques for application to your projects Apply tools, techniques, and skills aligned with the 5 stages of the Stanford Model Drive innovation through Design Thinking at some level in your work environment Foundation Concepts Problems and solutions The Design Thinking difference Design Thinking skills and abilities Design Thinking mindset Design Thinking frameworks Stages of Design Thinking Problems and solutions The Design Thinking difference Design Thinking skills and abilities Design Thinking mindset Design Thinking frameworks General Practices Team formation Visualization Improvisation Personalization Empathize Practices Overview of Empathize techniques Observation Engagement Interviews Define Practices Overview of Define practices Unpacking techniques Defining the customer techniques Integrating the Define experience Ideate Practices Overview of Ideate practices Reusable techniques for the Ideate stage New Ideate techniques to explore Prototype & Test Practices Overview of Prototype practices Examples of prototypes Overview of Testing practices Forms of testing techniques Adopt and Adapt Design Thinking Overview of Design Thinking implementation Design Thinking implementation challenges Success in implementing Design Thinking Summary and Next Steps Workshop summary Next steps: Personal Action Plans

How to protect your cash flow In the current economic climate more and more companies are finding that their customers are taking longer to pay - or are not even paying at all. As cash flow is key to the survival of any business, effective debt collection tactics are vital for all businesses. This workshop concentrates on the telephone skills and techniques you can use to achieve the most positive outcome in any debt collection situation - payment of money owed, as soon as possible, whilst keeping the collection cost as low as possible. The course will help you: Understand your debtors and communicate with them accordingly Develop a strategy for more effective debt collection Make every call count Handle difficult calls Reduce the amount of time you need to spend on chasing payment Increase your collection rates 1 The debt collection process Understanding the reasons behind payment default Looking at the debt situation from the customer's point of view Developing a strategy for effective debt collection 2 Advanced telephone communication skills Techniques for speaking to the person responsible for paying the debt How to gain the customer's trust when discussing debt Telephone collection skills best practice Key phrases that keep the conversation positive and open 3 Questioning and listening skills for gathering information Different types of question Using high-gain questions to uncover key information Active listening that will help you understand what customers are really saying Leading with examples and high-impact questions Summarising and restating 4 Overcoming objections and excuses Identifying objections Preparing suitable responses Probing objections and ways to overcome them 5 Gaining commitment and ending the call Learn how to negotiate an agreement to suit both parties Summarising actions for you and the customer Ending the call professionally 6 Dealing with difficult and challenging situations Understand different personality types The correct way to respond to an upset customer Ways to calm angry customers (and handle verbal attacks) 7 Action plans Course summary and presentation of action plans

This half day course provides participants with the knowledge and skills to write a simple but effective business plan for their organisation. It considers aspects of why business planning is important, what background research is needed, what subject areas to include and how to monitor progress against the business plan. For in-house courses the session could be extended to a whole day with participants spending the afternoon working on a first draft of a business plan.

Are you confident your organisation could cope if a bad news story went viral and you were besieged by the media? Would you be able to fend off a determined and aggressive journalist, take control and deliver your key messages? Our crisis communications courses show you how to cope when your organisation is under fire, and protect your good name. We can: Train your spokespeople to handle challenging interviews, pitting their wits against a hostile reporter Train your PR team to manage communications during an unfolding crisis Deliver a fast-paced crisis simulation where your team have to decide how to handle the press during an unfolding emergency Facilitate a crisis strategy workshop, where we work together to develop your crisis communications strategy All of our crisis communications courses are bespoke, so we will design each one to meet your specific needs. Areas we can cover include: How a crisis can escalate in seconds How journalists respond to bad news stories How to develop effective key messages & write holding statements How to manage your social media How to take control of an interview and get your message across How to handle press conferences and doorsteps Venue We deliver courses in the most appropriate format for your circumstances – whether face to face or online. Face to face courses are portable: they can be held in purpose-built studios, at your own offices or at an external venue. In the latter two cases, we create a mock studio for the practical exercises. Online courses give you flexibility and enable you to offer training to delegates from all over the world. We have run virtual courses for people from the Far East, South Asia, North America and Europe, as well as the UK.