640 Courses in Leeds

In our constantly changing environment, if you always do what you've always done, then you'll always get what you've always got - and that's not enough! Building a strategic marketing plan is a powerful way to take a step back from day-to-day activities, review the opportunities available to your business and your products, and build a roadmap of tactics that will set you apart from the competition. In this workshop, we look at how to build a customer-focused strategic marketing plan to pin-point your milestones to success over a 12-month period. This programme will help participants to: Understand the key questions that a strategic marketing plan should answer Understand the value of customer and competitor insight and how to develop actionable insights to guide your plan Conduct a market analysis and identify the barriers and drivers to success Learn how to build a customer buying journey and how to identify the most valuable customers Develop a customer-focused strategy and customer engagement plans Develop core messages and winning tactics to engage with your key customers Identify the key metrics to review and measure to keep your plans on track 1 Situational analysis Introduction to marketing strategy Market and competitor analysis and insight generation Understanding the customer buying journey How to segment customers to identify your most valuable customer opportunities Identifying the barriers and drivers to your success 2 Strategy Introduction to strategy How to build strategic imperatives and SMART objectives How brand vision and positioning drive customer focus A guide to building key message themes 3 Tactics, messaging and measurement Introduction to building customer-focused tactics How to build a customer-engagement plan How to build key messages and a customer-focused tactical plan A practical guide to developing key metrics to review success and keep your plans on track Actionable outcomes Throughout the programme we will use your own product examples to build your plan, participants will: Learn best practice examples of strategic planning Discover market and customer opportunities to strengthen your competitive edge Create a strategic plan that can be implemented immediately within your business Start planning compelling marketing messages to reach the right customer at the right time Receive immediate feedback on your strategic marketing plan Have the opportunity to share common issues and solutions with colleagues in the group

This very practical one-day programme provides participants with the skills and knowledge required to be an effective member of the procurement team and to enable them to procure a wide range of resources for the organisation, in a compliant and cost-effective manner. It also empowers them to be able to collaborate with all key stakeholders. By the end of the programme participants will be able to: Understand the basic concepts of good procurement practice Apply a range of tools and techniques for developing scopes of work and specifications Apply various methods to select and evaluate suppliers Develop robust contract award strategies Appreciate the commercial importance of effective procurement and opportunities to reduce cost and add value Develop appropriate procurement strategies depending on risk and value Appreciate the legal aspects of procurement 1 Welcome Introductions Aims and objectives Plan for the day 2 The basics of procurement The concept of total cost of ownership v price The procurement cycle The roles of the customer and the contractor Impact upon profit 3 Specification process Importance of effective specifications Specification development process Types of specification Team approach Use of performance specifications Early supplier involvement (ESI) / early contractor involvement (ECI) 4 Quality Concepts and practices Defining 'fit for purpose' Conformance to requirements Compliance to standards Role of the supplier Quality assurance tools and techniques 5 Procurement methods RFP RFQ ITT Negotiated procurement Strategic partnerships Outsourcing 6 Tendering How to undertake a formal tendering process Business case to award Critical stages in the process Risks and benefits 7 Tender evaluation How to undertake a quotation analysis Tools of analysis Use of VFM models Role of the customer Comparisons around cost, quality, and delivery 8 Supplier selection and evaluation Developing critical selection criteria Using the 10Cs model Importance of effective selection process Weighting systems Importance of validity and evidence 9 Capital equipment procurement Life cycle cost issues Payback calculations Compatibility issues Maintenance and training issues After-sales support 10 Supplier relationships Corporate social responsibility issues Communication 360 feed-back Open and ethical Initial understanding Clear and fair terms and conditions 11 Close Review of key learning points Personal action planning

Maximising the relationship and sales potential of each active account is key to the sustainability of any business relying on repeatable custom. In this workshop we start by looking at key techniques for analysing the profitability and development opportunities for different clients before deciding upon the strategy and skills needed for moving the relationship to that of trusted adviser and partner. By understanding and creating the need we can use our influencing skills to harness any sales development potential. By creating the habit of explaining our ideas in a way that also meets the need of the other party we help everybody make the right decisions for them. This course will help participants: Assess the sales profitability and potential of existing key accounts Prioritise where time and energy is directed for maximum profitability Understand the key players in the decision making unit Create a strategic plan for the development of each client target Develop proactive sales consultancy skills Learn advanced communication and influencing techniques 1 What makes an effective account manager? The difference between order taking and account management How do you define a key account in your business? Why should existing customers remain with your company? How do you compare to the competition? 2 How do I prioritise my account management activity? Use practical tools to help you assess revenue potential Analyse the investment required versus the return on your time Create a SWOT analysis on your clients - Strengths, Weaknesses, Opportunities & Threats Appreciate how this knowledge will improve your sales development 3 Planning strategies for each account Create a list of priority accounts and activities Learn how to develop a long-term and sustainable relationship Discover how they make their purchasing decisions Research the make-up of the Decision Making Unit for each client 4 Learning and utilising the six principles of influence Learn the secrets these principles offer sales people Discover how these principles will work for you Create an influencing strategy for influencers within the client Learn new habits of influence 5 Proactive sales skills Plan proactive sales meetings for key accounts Set primary and secondary objectives for every touch point with the customer Structure sales meetings for maximum effectiveness Help the customer commit and achieve their objectives 6 Putting it into practice Discuss real scenarios to plan for putting these skills into practice Share common issues with fellow sales people Create a personal development plan

English Language courses at Bath Academy are suitable for every type of student. Join classes every Monday.

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.

Key Objectives for the Training provision Effective listening to a client's needs and requirements during various stages of the sales process. Engage in meaningful communication with clients, learn to identify challenges and opportunities that relate to the prospects. Overcome the identified challenge. Build long term rapport and establish trust with the prospect throughout the sales process, Ensure continued customer satisfaction that can turn into repeat business. Be able to build rapport with customers or clients. Know the right questions to ask to fully understand the customer or client’s needs without putting on any pressure. Be able to check you have the right information from the customer or client. Be able to match products and services to the customer or client using the information you have gathered. Be able to influence effectively. Know how to stand out from your competitors. Stage 1 – Research the Company’s ‘Value Propositions’ and USP Analysis  Conducting 30 min confidential interviews with a cross-section of the eligible Attendees & the Stakeholders, in order to gain an objective understanding of the various scenarios and clients that the Participants work with. the Company’s ‘Value Propositions’ Unique Selling Points The Customers’ journey(s) The Competition’s offers for analysis and comparisons. From these findings, a carefully calibrated bespoke Programme will be designed and delivered.  Stage 2 - Design the Bespoke 2 x day Course  nd Stage 3 - Delivery of the Course Programme This Programme can be delivered in 2 x consecutive days, or split between 2 – 3 weeks, to make it more ‘work-friendly’ – if required. It is very practical and commercially focussed in approach, with lots of interactive exercises designed to draw out the learning applications via the debriefings. The ‘Real Play’ scenarios on day 2 will be based on specific case studies drawn from the Research findings so that they are authentic to optimise the learning. Individual Action Plans will be captured at the end of each day to be debriefed by the Participants’ respective Line Managers.  Template Programme Day One – Foundation – Strategic Approach Section One – The Principles of Consultative Selling Defining ‘Consultative Selling’ The Company’s ‘Unique Selling Points’ & Value Proposition The Consultative Selling model – the five stages Avoiding appearing ‘pushy’, ‘pressurising’ or ‘talking through the sale’ Section Two –Strategy & Preparation  ‘Buy-Class’ Matrix Strategic plan Template – matching services/products to identified needs & opportunities. Preparing a range of objectives Constants and variables – USP’s Researching key Client/Decision Makers’ priorities, profile & background (LinkedIn etc.) Preparing for potential & likely Objections Section Three – Email etiquette & ‘influencing’ email correspondence.  Email etiquette A.B.S.U.R.D model Clarity and tone – discovery of clients’ needs & motivational factors. Techniques to influence and ‘nudge’. Ensuring the data and content have a ‘gentle’ motivational & appealing message. Top Tips Day Two – Practical Application Section Four – Rapport Building & Effective Communication skills ‘Behaviour Labelling’ techniques – setting a positive tone. Asking Open Questions – gaining a full understanding of the clients’ priorities & expectations. EQ - Inviting opinions; perspectives; experiences – winning confidence. Active Listening – focus and commitment to understand. ‘Reading the room’ – adapting to responses and reactions. Maintaining focus on relevant topics that the Client cares about; carefully consider the opportunities to influence. But NO PRESSURE! Building a ‘bond of trust’ with commitments and authentic, shared values. Section Five – Explaining the Benefits – aligned to the Customers’ Priorities Understanding ‘Why do People Buy?’ Research data analysis. Open questions that lead to understanding the key issues and Clients’ priorities. Avoiding the danger of ‘pressurising’ the Client. Responding to objections effectively, with confidence and sensitivity. Explaining the benefits that are aligned to the Clients’ stated requirements. Making the Data ‘sing’ – memorable takeaways for the Client. Augmented benefits – Brand confidence; Case studies; Warranty; Service; Range; Flexibility etc. in alignment with their stated preferences/requirements Differentials compared to Competitors Section Six – Winning Commitment Inviting commitment – with confidence Consultative Selling Closing techniques (e.g. Alternative Close/Assumptive Close et al) Avoiding ‘talking through the sale’ – knowing when to ‘Shut UP!’ Confirming agreement – ensuring Clients’ motivation for repeat business Section Seven – Practical Application ‘Real Play’ From the Research findings, carefully devised scenarios can be generated to provide the most valuable learning opportunities to underpin all the skills & techniques covered in the Programme.  Potential Real Play scenarios: A well-established customer has indicated that they are soon to be opening up additional new offices – this presents an opportunity to arrange for the Company to support them with their upcoming needs. After some very positive feedback and with the upcoming contract renewal imminent – how can the Company give the Customer more high-quality support in other areas of their business? A Competitor has been to see the client and they have prompted some concerns about ‘value for money’ & ‘quality of service’. How Real Play works… The group is split the group into 2 sub-groups, one with our Professional Actor (option available); the other with the Trainer or a willing Participant. Each group has a brief and has to instruct their Trainer/Actor/Participant on how to approach the scenario supplied. The Actor and Trainer (or willing Participant) 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. Debrief the full Programme Individual Action Plans - to be followed through. ‘Best Practices’ for application into the business Options for Exercises within the Programme  Sample Exercise – Red & White  There is a specific time managed agenda and itinerary, which puts the group under pressure.  The key challenge is for the sub-groups to maximise the commercial value from the task, however there is always a great danger that the individuals attempt to gain financial progress at the expense of the other group! Debriefing points: Persuasive communication and influence across barriers Gaining buy-in when others are sceptical Strategic planning accounting for others’ behaviours Sample Exercise – Communication Challenge Each Participant has different pieces of information, but are not allowed to share it visually. They are only allowed to communicate to work out the solution hidden among the large amount of data. Debrief: Structured approach Maintaining focus through distractions/interference Active Listening Controlled communication Sample Exercise – Persuasive emails Sample emails are shared to be critiqued and improved upon to be debriefed: Tone & impact Making the Data ‘sing’ Influential & motivational language Customer centric message. Sample Exercise –Juggling   Each Participant has to pass the ‘Customers’ (Juggling balls) carefully through the system with all the other Participants to reach a profitable conclusion  Debrief: EQ to read the room and effectively communicate, when the pressure is on Customer focus and adapting to challenges Devising a plan that wins buy-in Overcoming competing ideas to get to ‘best practice’ Consistent commitment, communication and motivational drivers that influenced performance. Sample Exercise –Critical Path  The group are provided with 30 x discs and some ‘post-it’ notes. (no pens or pencils are allowed) Their brief is to create a grid shape with the 30 x discs, which will act as ‘stepping stones’ for the ‘Critical Path’ But they have to follow the correct order through the grid from the start to finish, which they will have to work out through ‘trial & error’ All of the team must pass through the ‘Critical Path’ worked out on the grid, observing the constraints, within the time limit. No talking is permitted once they start using the materials Debrief: - Clear communication focussing on the ‘client’s journey’ Planning for challenges Identifying risks and mitigating them Role allocations & support Quality control and disciplines  Sample Exercise –Back to Back  Each Participant is positioned back-to-back with a partner. They have to work out precisely what the ‘statement’ given to the other person is without looking around. Each person has a different brief. Debrief: - Asking Open Questions Active Listening Accuracy in identifying the objective.

Maximising the team's sales capability is the key aim for any sales manager. When sales people struggle to hit their targets, it falls to the sales manager to provide support and help colleagues to find their way again. One of the most effective techniques for sales managers to improve and maintain sales performance is by providing live sales coaching. Sales coaching encourages sales people to find their own solutions and take responsibility for their own development. This course will help participants: Develop people to fulfil their sales potential Provide motivational feedback Identify strengths and weaknesses of their team members Understand personal learning styles Identify and adapt for different personality styles Prepare and conduct on-the-job observations Motivate sales people to greater performance 1 How is sales coaching different from sales training? What is coaching? Discover how coaching empowers sales people Learn the best time to use sales coaching Decide which people should be coached first Creating a development plan 2 Understanding learning, behavioural and communication styles Use practical tools to help you assess individual styles Tap into the essence and energy of the person you are developing Understand your own learning, behavioural and communication preferences Develop a strategy to adopt for each member of your team Discover what motivates you and your salespeople to perform Appreciate how this knowledge will improve your sales conversion 3 Using the GROW coaching model Learn the secrets of a successful coaching session Discover the importance of SMART objectives and instructions Understand and capture what coachees are currently doing right Develop their problem-solving and decision-making skills Help your colleagues crystalise their plans and actions Provide follow-up opportunities to embed the learning 4 Giving motivational feedback Understand why effective feedback is so powerful in sales Learn key models for motivational feedback Discover how to manage and structure more difficult conversations Understand the power of positive reinforcement Encourage sales people to coach and support colleagues 5 Putting it into practice Use realistic scenarios to provide opportunities for practice Discover what it feels like to be coached Receive immediate feedback on your coaching style Share common performance issues with fellow sales managers Create a personal development plan 6 Preparing on-the-job observations and joint visits Build a strategy for coaching and team development Prepare an observation template for effective coaching Learn the key elements of preparation for your next coaching session Agree common areas to focus on with coachees 7 Action planning Personal action plans

Whether you have to chair a meeting, pitch a proposal or speak at a conference you need good communication and presentation skills. Addressing a group of people with assurance and confidence does not come naturally to everyone. Our presentation skills training courses will teach you how to conquer your fears and give a successful and memorable performance. We will tailor the training to your specific needs, from coaching before an important keynote or honing your pitch to improving your negotiation and influencing skills, or learning how to network effectively. A typical course can cover: Recognising the strengths of your own communication style Using the different elements of voice and body language effectively Conquering your nerves and use body language to your advantage Pitching presentations so they meet your audiences’ needs Structuring a presentation so the audience is engaged from start to finish Using visual aids Handling questions All our presentation skills training is bespoke, with options including one-to-one coaching, combined training and coaching programmes and group training courses. All these courses can be delivered virtually, as well as face to face. As many of the skills needed to give a good presentation are shared with media interviews, we frequently combine our presentation skills and media interview skills training. 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.

Our Team Building Programmes are 'simply excellent' (quote from Unilever). They always deliver much greater energy' motivation and efficiently accelerates to a galvanised, integrated team for their Manager/Team Leader. They're great fun and very commercially orientated - the best of both key elements to a successful and long-lasting high performance team. A successful company is always made up of successful teams. Teams that can work autonomously with a clearly defined set of goals, roles, vision, responsibility and culture will always reach for and achieve far greater success than a team that works just as a group of individuals. Our team building solutions are individually built and geared towards teams at any level within an organisation, providing an independent and objective perspective to promote a common purpose such as the creation of a 'high performance team'. Out With The Old Traditionally, team building events have been restricted to certain levels of management where they head off site for a bit of archery, quad biking and paintballing or something along those lines. Then over some coffee and cocktails, business plans and more efficient ways to work are casually discussed. Whilst being out having fun instead of being at work may improve an individual person's mood, the effect will only be short-term, and will not go far in creating permanent and cohesive teams who are able to overcome challenges together and drive the business forward when back in the workplace. In With The New Today's business thinking is more strategic and certainly has to look for returns on the investment. That is why Dickson Training Ltd's team building programmes are bespoke and built to your requirements through research, understanding your business and, most importantly, what results and achievements you are looking to get out of the programme. Once "what success looks like" has been established, we create tasks and activities that will test your leadership, problem solving, communication and team work skills. When the tasks have been completed, the learning - both practical and theory - is debriefed to the group as well as how it will translate back in your business. Not only are our events great fun, but they provide participants with learning points they can act upon to improve or enhance the working practices/environment. Team Building That Gets Results We have a highly innovative team who design team builds to suit all budgets and time or space restrictions. Large or small, we will develop the perfect event to meet your commercial objectives, keeping in line with your values and company culture. More recently we have combined team galvanising events with ways to engage the participants with and support their local communities. This solution has proved extremely popular with our clients and we are continuing to develop more and more programmes doing exactly this. " Phil did everything in a very professional and focused manner, without losing sight of the overall aims or having 'fun'. When I moved to Airbus UK and subsequently European Aeronautic Defense and Space Company (EADS), I had no hesitation in recommending Phil and the team to deliver the required training and team events.  Without doubt Phil and his team are excellent providers of training, to suit even bespoke requirements, and I would not hesitate in recommending the team to any business in the future. " Glenn Brown, Systems & Expertise Manager, Airbus Personnel Service Augmented Skills – an Essay by Phil Dickson All of you, who are reading this, and all the people you meet and work with will have – ‘Augmented Skills’. So – if you are an IT Engineer or a Pharmacist; perhaps you are, or know, a Departmental Leader and you work with a Logistics Project Manager; these roles will demand core skills, whether they be technical know-how or qualifications in the discipline. But to be that bit better; more reliable; more effective & productive and therefore more valuable and, frankly, marketable – capitalizing on ‘Augment Skills’ comes into play. The I T Engineer who was a Chess Champion at Uni, which would indicate that they possess some key ‘Augmented skills’ including how they plan 3 steps ahead and are always prepared for the unexpected. The Pharmacist, who is a keen sportsperson in their private life, will likely be tenacious, team-orientated and disciplined – again these are superb qualities to have in this – or any – role. Your colleagues, as well as yourself, will have ‘Augmented Skills’ that will be an asset if only they are explored and applied to their role and indeed, career. Everyone has their own 'Super-power' If they love gardening, they are probably strategic, patient and inclined to research; if they cook or bake, they are usually well organized and comfortable with multi-tasking. A big reader will tend to be considered and possess good critical thinking faculties, and an amateur mechanic or keen DIY person will often be practical, resourceful and very determined. I have observed that many new Parents discover they have ‘Augmented Skills’ they didn’t know they had... such as getting order out of chaos and displaying industrial amounts of patience and good grace when they really do not feel like it. They very often become far more compassionate and empathetic. Most people have their very own ‘Superpower’. Invite your team members to offer their ‘Augmented Skills’ to your work-place – and just watch as it elevates the motivation levels and improves results. It’ll be very rewarding for all concerned – and for meeting the Team’s objectives, to encourage the person who is a talented artist to be a sounding board on some of the marketing imagery and layouts; for the team member who is great at Maths or resolving crosswords to be asked for their input to solving a problem that is causing logistical or operational headaches. Never exploit a Team member’s unique special skills at their expense I would like to stress, however, that it must never be an area where a team member gets exploited by harvesting their unique special skills to coerce them into taking on greater responsibilities and tasks without providing them with the commensurate salary and status. To do so would be immoral and, ultimately, counter-productive as it would lead to resentment and disenfranchisement. This is about encouraging people’s capability and inviting their input to boost confidence and enhance the team’s capability. Often, we need to be more than what our Job Description says It is also important to highlight that whatever a person’s role or function is – they will definitely need to have additional capabilities to be effective. The best example of this is when we designed and delivered a range of ‘Advanced Customer Care skills’ training sessions for the Met Office a few years ago…we met so many remarkably super-bright Meteorologists, many of whom were having to make significant adjustments to answering questions from Customers that seemed to be illogical and often, obtuse. It wasn’t enough for these Meteorologists to be highly skilled at interpreting data and identifying patterns – they needed ‘Augmented skills’ to make that information accessible to members of the public (and Council workers and Air Traffic controllers and Shipping agents) and many other people, as to what that particular weather system was going to be like in their area and at what time. They have to know how to ‘de-jargonise’ the material and provide succinct, clear, and yet temperate, descriptions without ever appearing exasperated, impatient or judgmental in response to sometimes quite silly questions. For a highly trained scientist – that can be counter-intuitive. Being Philosophical... and a wee bit pretentious At the risk of being a little Philosophical (and probably a wee bit pretentious) – in my own role of Trainer – my core skills have to include – being a very good communicator, an active listener and have innovative and engaging ways to convert an idea, or a model, into practical application that my Delegates and Clients gain tangible benefits from. This is how it applies to me... I really enjoy composing short, light classical-style piano pieces. Now, to do this well, you need to be able to find a transition from one chord or melody to a different theme or key. It has to be worked out very carefully to have incremental transitions and pleasant-sounding developments as the piece unfolds. I think I have become better at this as I have honed my skills as a composer. But I have realized that these very same skills have ‘Augmented’ my ability to help a Manager, or a Team, move from a state of conflict; tension; disfunction; disenfranchisement; lack of confidence to a place that is more harmonious with far greater productivity. The very same process of careful listening, considering options, taking well-considered steps, having a creative, sometimes brave, move towards a resolution are at play in both Training and Piano Compositions! Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

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