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The aim of this module is to enable delegates to perform entry-type injured person rescue operations, in a Wind Turbine Generator, using industry standard rescue equipment, rescue methods and techniques, exceeding those of GWO Working at Heights. Valid GWO BST Module Working at Heights, GWO First aid and GWO Manual Handling certificates are prerequisites for participation.
Your grumpiest customers can become your biggest advocates if you solve their problems quickly, effectively and permanently. We supply the top tips for dealing with tricky customers so your teams can create positive outcomes from every interaction with some simple techniques that make a difference to relationships straight away. Bespoke courses include: Customer needs and expectations Communication styles and how to influence them Assertiveness The 4 psychological fears Dealing with difficult customer behaviour The power of your behaviour Five steps to customer problem solving
Customer service just isn’t enough. Customer experience is where the secret to success lies. Build a loyal and fruitful customer base by learning how to design frictionless processes and build empathetic and solution-focused services with our bespoke courses, which include: Customer service vs customer experience The changing nature of customers and how to stay ahead Customer needs vs customer expectations How our behaviour affects those around us and how to use the power of influence Communicating with customers positively and effectively Moments that matter Building trust and integrity What to do when things go wrong
Course Objectives The delegates are able to demonstrate: knowledge of hazards and risks associated with working at heights, specific to WTG (Wind Turbine Generator). understanding of current national legislation regarding working at heights. correct identification of PPE, including identification of European/Global standard markings e.g. harness, hard hat, lanyards, etc. knowledge and skills to correctly inspect, service, store and don the relevant PPE, e.g. harness, lanyards, fall arresters and work positioning equipment. correct use of the relevant PPE, e.g.harness lanyards, fall arresters and work positioning equipment. This includes correct identification of anchor points and correct ladder conduct. correct use of evacuation devices. how to approach rescue situations in WTGs and use rescue equipment efficiently.
The delegates are able to demonstrate: The participants are able to demonstrate knowledge of hazards and risks associated with working at height specific to a wind turbine generator (WTG) (L2 – Knowledge) The participants are able to demonstrate understanding of current national and regional legislation regarding working at height (L2 – Knowledge) The participants are able to demonstrate correct identification of PPE, including identification of Global and regional standard markings e.g. harness, hard hat, lanyards, etc. (L3 – Skills) The participants are able to demonstrate the knowledge and skills to correctly perform pre-use inspection, service, store and correctly fit relevant PPE, e.g. harness, fall arrest lanyards, guided type fall arrest lanyards and work positioning lanyards (L2 – Knowledge & L3 – Skills) The participants are able to demonstrate correct use of the relevant PPE, e.g. harnesses fall arrest lanyards, guided type fall arresters and work positioning lanyards. This includes correct identification of anchor points and correct conduct on ladder (L3 – Skills) The participants are able to demonstrate correct use of evacuation devices (L3 – Skills) The participants are able to demonstrate how to approach rescue situations in WTGs and use rescue equipment efficiently (L3 – Skills & Ability)
Managing with NLP (In-House)
By The In House Training Company
Self-understanding is a prerequisite for leading and managing others responsibly and honourably. The field of Neuro Linguistic Programming has helped us to gain a better insight into how we all think and behave. Upon completion of this course participants will be able to: Gain an insight into the purpose and functions of the unconscious mind Develop flexibility to increase their for behaviours in different circumstances Appreciate how different people experience the world Create and set effective goals and direction Understand the NLP Model of Communication Adapt their communication style to maximise effectiveness Influence and persuade others by connecting with people Understand how empowerment can make life easier Appreciate how creativity works Learn creativity techniques to tap into the power of the team 1 Self-awareness Autopilot - your unconscious mind Developing flexibility How identify, values & beliefs shape our behaviour Models of the world 2 Creating direction Describing present and desired state Designing your direction Making it happen Self-mastery 3 Communication The NLP Model of Communication Insights to the way people think Understanding representation systems Reframing the way people think about negative experiences Using metaphor 4 Influence and persuasion Building trust Connecting with people Purpose intention and outcomes The difference empowerment makes 5 Creativity and innovation Hindrances to creativity and innovation Your natural state of creativity Getting unblocked Creativity techniques 6 Action plan Course summary and presentation of action plans
Sales closing and price negotiation skills (In-House)
By The In House Training Company
Successfully closing a sale and negotiating the best outcome for the business is a key skill for all salespeople, and often an area that is overlooked. Investing in this skill will have a positive impact on interactions with customers, both new and existing, and lead to improved sales performance. Whilst understanding how to reach a conclusion with a customer faster means increased efficiency and more time to invest in sourcing new business. We have developed this programme to be practical, fun and interactive. Participants will learn proven techniques for influencing, persuading and negotiating with clients, gain increased confidence and clarity when reviewing contract terms and prices, and understand how to structure and manage sales negotiation and contract review meetings. This course will help participants: Learn a structured and proven approach to the negotiation of contract terms Apply the key principles of negotiation, playing the person and the problem Create a contract negotiation strategy - from opening to close Recognize and put to use proven negotiation tactics and techniques Learn how to embrace conflict positively - to 'say no, then negotiate' Plan and prepare for any commercial negotiation conversations Understand the stages of negotiation and how to move through them 1 Closing and negotiating from a position of personal power The eight steps of a sales or commercial negotiation Ten ways to resist price pressure How to draw on sources of power when you have less authority The six principles of influence and persuasion and how to use them 2 Effective negotiation - planning and theory How to plan and structure your negotiation for a successful and quick conclusion Influence: knowing how to 'push or pull' to win an argument Achieving a BATNA - a range of practical skills and techniques Case study: planning for a client negotiation around contract or price issues 3 Effective closing and negotiation - practice and reality Higher-level questioning techniques to investigate and solve problems Listening to lead - active listening and structuring your conversation The most common 'unforced' negotiation mistakes and errors Case study: setting objectives, sources of value, trading concessions 4 Sales negotiation tactics and playing the game How high - how hard - how soon; why now How to identify hidden or perceived currencies and values How to use these to establish a higher base price Negotiation best-practice checklist and summary