19 Courses in Glasgow

High Performing Teams. Moccasin Approach, Moccasin Manager,

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

Add to your weekly recipe options by learning how to cook with Cous Cous, Quinoa and other grains such as buckwheat, freekah and millet. Simple quick recipes. The meals are based on a vegetarian diet which can be adapted at home and do contain allergens (soy, sesame). Please advise if you have a vegan diet or specific allergen. At the end of the cooking session we will eat together as a group This event includes full list of recipes for all meals and a free meal kit to cook at home. £10 per ticket

Pakistani food is a confluence of the flavours of South Asia. Influenced by its borders, it is a unique cuisine that is distinct. With layers of spice and flavour.

Join us for our Friday Night Dine In - How to cook Filipino Food This hands on workshop led by our exprienced cookery chef, Nicola Becci will give you the skills and knowledge to cook 6 different recipes.  We'll enhance the evening with some history and cultural knowledge including Filipino eating etiquette.  The meals are based on a vegetarian diet which can be adapted at home and do contain allergens (soy, sesame). Please advise if you have a vegan diet or specific allergen. At the end of the cooking session we will eat together as a group This event includes full list of recipes for all meals and a free meal kit to cook at home. £10 per ticket

Join us for our Friday Night Dine In - How to cook Filipino Food This hands on workshop led by our exprienced cookery chef, Nicola Becci will give you the skills and knowledge to cook 6 different recipes.  We'll enhance the evening with some history and cultural knowledge including Filipino eating etiquette.  The meals are based on a vegetarian diet which can be adapted at home and do contain allergens (soy, sesame). Please advise if you have a vegan diet or specific allergen. At the end of the cooking session we will eat together as a group This event includes full list of recipes for all meals and a free meal kit to cook at home. £10 per ticket

Join us for our Friday Night Dine In - How to cook Filipino Food This hands on workshop led by our exprienced cookery chef, Nicola Becci will give you the skills and knowledge to cook 6 different recipes.  We'll enhance the evening with some history and cultural knowledge including Filipino eating etiquette.  The meals are based on a vegetarian diet which can be adapted at home and do contain allergens (soy, sesame). Please advise if you have a vegan diet or specific allergen. At the end of the cooking session we will eat together as a group This event includes full list of recipes for all meals and a free meal kit to cook at home. £10 per ticket

Join us for our Friday Night Dine In - How to cook Filipino Food This hands on workshop led by our exprienced cookery chef, Nicola Becci will give you the skills and knowledge to cook 6 different recipes.  We'll enhance the evening with some history and cultural knowledge including Filipino eating etiquette.  The meals are based on a vegetarian diet which can be adapted at home and do contain allergens (soy, sesame). Please advise if you have a vegan diet or specific allergen. At the end of the cooking session we will eat together as a group This event includes full list of recipes for all meals and a free meal kit to cook at home. £10 per ticket

Join us for an interactive food workshop giving practical advice and support for the body’s transition during peri-menopause and menopause. We will discuss menopause-related nutrition, focus on foods rich in calcium and vitamin D to support bone health, and emphasise the food groups that ensure a high intake of vitamins, minerals, and fibre We will also look at how to include whole grains to promote heart health, which is particularly important as the risk of heart disease increases after menopause and discuss the benefits of soy and soy products, as they contain phytoestrogens, which may help balance hormones. We will have a cooking demonstration as part of the workshop, discuss meal planning and have a Q&A with our nutrition expert At the end of the cooking session we will eat together as a group This event includes sample recipes and a free meal kit to cook at home. £5 per ticket

Join us for an interactive food workshop giving practical advice and support for the body’s transition during peri-menopause and menopause. We will discuss menopause-related nutrition, focus on foods rich in calcium and vitamin D to support bone health, and emphasise the food groups that ensure a high intake of vitamins, minerals, and fibre We will also look at how to include whole grains to promote heart health, which is particularly important as the risk of heart disease increases after menopause and discuss the benefits of soy and soy products, as they contain phytoestrogens, which may help balance hormones. We will have a cooking demonstration as part of the workshop, discuss meal planning and have a Q&A with our nutrition expert At the end of the cooking session we will eat together as a group This event includes sample recipes and a free meal kit to cook at home. £5 per ticket