58 News courses

6 week summer term, please see full details below… Time: Thursday Morning 10-12pm Dates: 25th July – 29th August (6 weeks) Length: 2 hours each week, each term runs for 6 weeks Tutor: Sarah Reece Where:  Workshop 925 Unit F9 The Mayford Centre, Mayford Green Woking, Surrey GU22 0PP What does the term time course involve?  Our term time classes allow students of all abilities the opportunity to design and create their own jewellery while learning new skills along the way. During the first session your tutor will settle you all in and get to grips with what each student is aiming to complete or learn during the term. Your tutor will discuss your different aims and goals, whether that’s really focusing upon learning and practicing a certain skill, or if it is to finish a specific project. Any new starters will be given a tour of the workshop and you will be introduced to some basic techniques during the first session, so you feel comfortable within the workshop. You can then discuss your ideas for the term and your tutor will help you with how and where to order materials from for your project, we have a substantial list of good suppliers and discount codes to get you started. Soon enough you will have a good understanding of the essential jewellery making skills which you can then go on to develop further, there are many areas of jewellery making to explore. Throughout your time with us, your tutor and peers will help you develop the skills and knowledge required to bring your designs to life. Each student will be working on their own projects, everybody has different directions and design ideas and techniques they want to work on. However during our terms we run demonstrations which are relevant to student projects to help them complete aspects of their project- other students are welcome to watch these too, we also run demonstrations requested by students, this might be a repeat of something a student would like a refresher on, or maybe a technique they would like to learn for their next project and we will also provide demonstrations to strive to introduce you to new skills. We also like to keep you up to date with industry news, show you designer inspiration to help you learn methods to process new ideas and gain an understanding of design processes behind jewellery making. We are very much here to support your development. The more terms you complete with us, the more time you have to develop a wide range of skills and a good understanding of the industry as a whole. Jewellery making skills take time to practice and learn. Here is a Pinterest board to inspire new starters. Summer Terms:  Summer terms differ from our regular terms. Regular term time students are not given first refusal of spaces to allow a break in the year, and our schedule changes as summer holidays and children being off school affect tutor availability. Summer term allows others the opportunity to secure a place. Should a space be available on the regular term time classes they will be offered to those on our waiting list, please email us at hello@workshop925.com if you would like to be on our waiting list for September – The regular term timers enrolled in July will have first refusal of their space for September any spaces will then be offered to those waiting list. Experience required: This class is suitable for those with any level of experience. Some students on our termly courses, have been with us for many years, others are beginners. We run a very welcoming and supportive environment, so whatever level your skills are at, you will always feel encouraged and supported by all to develop your ability further. Class size: We have 9 jeweller’s wooden workbenches in our workshop, however our term time classes always run with 6/7 students. 2 CATCH UPS are permitted over summer terms, meaning if you miss any classes due to holidays, you can catch these up on other sessions – it is not guaranteed we will have sessions available, however most sessions run with a space to accommodate a student on a catch up. Please make us aware of absences in advance. What is included? All tools and consumables are supplied Light refreshments are provided The cost of this course does not include materials. What to bring: For safety reasons, during each class, you are required to wear appropriate footwear, we request that no open toed shoes are worn within Workshop 925. Long hair should also be tied back when working with the equipment. You may also wish to bring a notebook. We have handouts for many demonstrations, but there are always many tips and tricks given verbally by the tutor, which some might like to keep note of. Please bring any, snacks and drinks to each session if you require refreshments.

6 week summer term, please see full details below… Time: Thursday Evening 7-9pm Dates: 25th July – 29th August (6 weeks) Length: 2 hours each week, each term runs for 6 weeks Tutor: Kirsten Hendrich Where:  Workshop 925 Unit F9 The Mayford Centre, Mayford Green Woking, Surrey GU22 0PP What does the term time course involve?  Our term time classes allow students of all abilities the opportunity to design and create their own jewellery while learning new skills along the way. During the first session your tutor will settle you all in and get to grips with what each student is aiming to complete or learn during the term. Your tutor will discuss your different aims and goals, whether that’s really focusing upon learning and practicing a certain skill, or if it is to finish a specific project. Any new starters will be given a tour of the workshop and you will be introduced to some basic techniques during the first session, so you feel comfortable within the workshop. You can then discuss your ideas for the term and your tutor will help you with how and where to order materials from for your project, we have a substantial list of good suppliers and discount codes to get you started. Soon enough you will have a good understanding of the essential jewellery making skills which you can then go on to develop further, there are many areas of jewellery making to explore. Throughout your time with us, your tutor and peers will help you develop the skills and knowledge required to bring your designs to life. Each student will be working on their own projects, everybody has different directions and design ideas and techniques they want to work on. However during our terms we run demonstrations which are relevant to student projects to help them complete aspects of their project- other students are welcome to watch these too, we also run demonstrations requested by students, this might be a repeat of something a student would like a refresher on, or maybe a technique they would like to learn for their next project and we will also provide demonstrations to strive to introduce you to new skills. We also like to keep you up to date with industry news, show you designer inspiration to help you learn methods to process new ideas and gain an understanding of design processes behind jewellery making. We are very much here to support your development. The more terms you complete with us, the more time you have to develop a wide range of skills and a good understanding of the industry as a whole. Jewellery making skills take time to practice and learn. Here is a Pinterest board to inspire new starters. Summer Terms:  Summer terms differ from our regular terms. Regular term time students are not given first refusal of spaces to allow a break in the year, and our schedule changes as summer holidays and children being off school affect tutor availability. Summer term allows others the opportunity to secure a place. Should a space be available on the regular term time classes they will be offered to those on our waiting list, please email us at hello@workshop925.com if you would like to be on our waiting list for September – The regular term timers enrolled in July will have first refusal of their space for September any spaces will then be offered to those waiting list. Experience required: This class is suitable for those with any level of experience. Some students on our termly courses, have been with us for many years, others are beginners. We run a very welcoming and supportive environment, so whatever level your skills are at, you will always feel encouraged and supported by all to develop your ability further. Class size: We have 9 jeweller’s wooden workbenches in our workshop, however our term time classes always run with 6/7 students. 2 CATCH UPS are permitted over summer terms, meaning if you miss any classes due to holidays, you can catch these up on other sessions – it is not guaranteed we will have sessions available, however most sessions run with a space to accommodate a student on a catch up. Please make us aware of absences in advance. What is included? All tools and consumables are supplied Light refreshments are provided The cost of this course does not include materials. What to bring: For safety reasons, during each class, you are required to wear appropriate footwear, we request that no open toed shoes are worn within Workshop 925. Long hair should also be tied back when working with the equipment. You may also wish to bring a notebook. We have handouts for many demonstrations, but there are always many tips and tricks given verbally by the tutor, which some might like to keep note of. Please bring any, snacks and drinks to each session if you require refreshments.

6 week summer term, please see full details below… Time: Wednesday Morning 10-12pm Dates: 24th July – 28th August (6 weeks) Length: 2 hours each week, each term runs for 6 weeks Tutor: Krista Thomson Where:  Workshop 925 Unit F9 The Mayford Centre, Mayford Green Woking, Surrey GU22 0PP What does the term time course involve?  Our term time classes allow students of all abilities the opportunity to design and create their own jewellery while learning new skills along the way. During the first session your tutor will settle you all in and get to grips with what each student is aiming to complete or learn during the term. Your tutor will discuss your different aims and goals, whether that’s really focusing upon learning and practicing a certain skill, or if it is to finish a specific project. Any new starters will be given a tour of the workshop and you will be introduced to some basic techniques during the first session, so you feel comfortable within the workshop. You can then discuss your ideas for the term and your tutor will help you with how and where to order materials from for your project, we have a substantial list of good suppliers and discount codes to get you started. Soon enough you will have a good understanding of the essential jewellery making skills which you can then go on to develop further, there are many areas of jewellery making to explore. Throughout your time with us, your tutor and peers will help you develop the skills and knowledge required to bring your designs to life. Each student will be working on their own projects, everybody has different directions and design ideas and techniques they want to work on. However during our terms we run demonstrations which are relevant to student projects to help them complete aspects of their project- other students are welcome to watch these too, we also run demonstrations requested by students, this might be a repeat of something a student would like a refresher on, or maybe a technique they would like to learn for their next project and we will also provide demonstrations to strive to introduce you to new skills. We also like to keep you up to date with industry news, show you designer inspiration to help you learn methods to process new ideas and gain an understanding of design processes behind jewellery making. We are very much here to support your development. The more terms you complete with us, the more time you have to develop a wide range of skills and a good understanding of the industry as a whole. Jewellery making skills take time to practice and learn. Here is a Pinterest board to inspire new starters. Summer Terms:  Summer terms differ from our regular terms. Regular term time students are not given first refusal of spaces to allow a break in the year, and our schedule changes as summer holidays and children being off school affect tutor availability. Summer term allows others the opportunity to secure a place. Should a space be available on the regular term time classes they will be offered to those on our waiting list, please email us at hello@workshop925.com if you would like to be on our waiting list for September – The regular term timers enrolled in July will have first refusal of their space for September any spaces will then be offered to those waiting list. Experience required: This class is suitable for those with any level of experience. Some students on our termly courses, have been with us for many years, others are beginners. We run a very welcoming and supportive environment, so whatever level your skills are at, you will always feel encouraged and supported by all to develop your ability further. Class size: We have 9 jeweller’s wooden workbenches in our workshop, however our term time classes always run with 6/7 students. 2 CATCH UPS are permitted over summer terms, meaning if you miss any classes due to holidays, you can catch these up on other sessions – it is not guaranteed we will have sessions available, however most sessions run with a space to accommodate a student on a catch up. Please make us aware of absences in advance. What is included? All tools and consumables are supplied Light refreshments are provided The cost of this course does not include materials. What to bring: For safety reasons, during each class, you are required to wear appropriate footwear, we request that no open toed shoes are worn within Workshop 925. Long hair should also be tied back when working with the equipment. You may also wish to bring a notebook. We have handouts for many demonstrations, but there are always many tips and tricks given verbally by the tutor, which some might like to keep note of. Please bring any, snacks and drinks to each session if you require refreshments.

6 week summer term, please see full details below… Time: Wednesday Evening. 7-9pm Dates: 24th July – 28th August (6 weeks) Length: 2 hours each week, each term runs for 6 weeks Tutor: Kirsten Hendrich Where:  Workshop 925 Unit F9 The Mayford Centre, Mayford Green Woking, Surrey GU22 0PP What does the term time course involve?  Our term time classes allow students of all abilities the opportunity to design and create their own jewellery while learning new skills along the way. During the first session your tutor will settle you all in and get to grips with what each student is aiming to complete or learn during the term. Your tutor will discuss your different aims and goals, whether that’s really focusing upon learning and practicing a certain skill, or if it is to finish a specific project. Any new starters will be given a tour of the workshop and you will be introduced to some basic techniques during the first session, so you feel comfortable within the workshop. You can then discuss your ideas for the term and your tutor will help you with how and where to order materials from for your project, we have a substantial list of good suppliers and discount codes to get you started. Soon enough you will have a good understanding of the essential jewellery making skills which you can then go on to develop further, there are many areas of jewellery making to explore. Throughout your time with us, your tutor and peers will help you develop the skills and knowledge required to bring your designs to life. Each student will be working on their own projects, everybody has different directions and design ideas and techniques they want to work on. However during our terms we run demonstrations which are relevant to student projects to help them complete aspects of their project- other students are welcome to watch these too, we also run demonstrations requested by students, this might be a repeat of something a student would like a refresher on, or maybe a technique they would like to learn for their next project and we will also provide demonstrations to strive to introduce you to new skills. We also like to keep you up to date with industry news, show you designer inspiration to help you learn methods to process new ideas and gain an understanding of design processes behind jewellery making. We are very much here to support your development. The more terms you complete with us, the more time you have to develop a wide range of skills and a good understanding of the industry as a whole. Jewellery making skills take time to practice and learn. Here is a Pinterest board to inspire new starters. Summer Terms:  Summer terms differ from our regular terms. Regular term time students are not given first refusal of spaces to allow a break in the year, and our schedule changes as summer holidays and children being off school affect tutor availability. Summer term allows others the opportunity to secure a place. Should a space be available on the regular term time classes they will be offered to those on our waiting list, please email us at hello@workshop925.com if you would like to be on our waiting list for September – The regular term timers enrolled in July will have first refusal of their space for September any spaces will then be offered to those waiting list. Experience required: This class is suitable for those with any level of experience. Some students on our termly courses, have been with us for many years, others are beginners. We run a very welcoming and supportive environment, so whatever level your skills are at, you will always feel encouraged and supported by all to develop your ability further. Class size: We have 9 jeweller’s wooden workbenches in our workshop, however our term time classes always run with 6/7 students. 2 CATCH UPS are permitted over summer terms, meaning if you miss any classes due to holidays, you can catch these up on other sessions – it is not guaranteed we will have sessions available, however most sessions run with a space to accommodate a student on a catch up. Please make us aware of absences in advance. What is included? All tools and consumables are supplied Light refreshments are provided The cost of this course does not include materials. What to bring: For safety reasons, during each class, you are required to wear appropriate footwear, we request that no open toed shoes are worn within Workshop 925. Long hair should also be tied back when working with the equipment. You may also wish to bring a notebook. We have handouts for many demonstrations, but there are always many tips and tricks given verbally by the tutor, which some might like to keep note of. Please bring any, snacks and drinks to each session if you require refreshments.

6 week summer term, please see full details below… Time: Thursday Afternoon 12.30-2.30pm Dates: 25th July – 29th August (6 weeks) Length: 2 hours each week, each term runs for 6 weeks Tutor: Sarah Reece Where:  Workshop 925 Unit F9 The Mayford Centre, Mayford Green Woking, Surrey GU22 0PP What does the term time course involve?  Our term time classes allow students of all abilities the opportunity to design and create their own jewellery while learning new skills along the way. During the first session your tutor will settle you all in and get to grips with what each student is aiming to complete or learn during the term. Your tutor will discuss your different aims and goals, whether that’s really focusing upon learning and practicing a certain skill, or if it is to finish a specific project. Any new starters will be given a tour of the workshop and you will be introduced to some basic techniques during the first session, so you feel comfortable within the workshop. You can then discuss your ideas for the term and your tutor will help you with how and where to order materials from for your project, we have a substantial list of good suppliers and discount codes to get you started. Soon enough you will have a good understanding of the essential jewellery making skills which you can then go on to develop further, there are many areas of jewellery making to explore. Throughout your time with us, your tutor and peers will help you develop the skills and knowledge required to bring your designs to life. Each student will be working on their own projects, everybody has different directions and design ideas and techniques they want to work on. However during our terms we run demonstrations which are relevant to student projects to help them complete aspects of their project- other students are welcome to watch these too, we also run demonstrations requested by students, this might be a repeat of something a student would like a refresher on, or maybe a technique they would like to learn for their next project and we will also provide demonstrations to strive to introduce you to new skills. We also like to keep you up to date with industry news, show you designer inspiration to help you learn methods to process new ideas and gain an understanding of design processes behind jewellery making. We are very much here to support your development. The more terms you complete with us, the more time you have to develop a wide range of skills and a good understanding of the industry as a whole. Jewellery making skills take time to practice and learn. Here is a Pinterest board to inspire new starters. Summer Terms:  Summer terms differ from our regular terms. Regular term time students are not given first refusal of spaces to allow a break in the year, and our schedule changes as summer holidays and children being off school affect tutor availability. Summer term allows others the opportunity to secure a place. Should a space be available on the regular term time classes they will be offered to those on our waiting list, please email us at hello@workshop925.com if you would like to be on our waiting list for September – The regular term timers enrolled in July will have first refusal of their space for September any spaces will then be offered to those waiting list. Experience required: This class is suitable for those with any level of experience. Some students on our termly courses, have been with us for many years, others are beginners. We run a very welcoming and supportive environment, so whatever level your skills are at, you will always feel encouraged and supported by all to develop your ability further. Class size: We have 9 jeweller’s wooden workbenches in our workshop, however our term time classes always run with 6/7 students. 2 CATCH UPS are permitted over summer terms, meaning if you miss any classes due to holidays, you can catch these up on other sessions – it is not guaranteed we will have sessions available, however most sessions run with a space to accommodate a student on a catch up. Please make us aware of absences in advance. What is included? All tools and consumables are supplied Light refreshments are provided The cost of this course does not include materials. What to bring: For safety reasons, during each class, you are required to wear appropriate footwear, we request that no open toed shoes are worn within Workshop 925. Long hair should also be tied back when working with the equipment. You may also wish to bring a notebook. We have handouts for many demonstrations, but there are always many tips and tricks given verbally by the tutor, which some might like to keep note of. Please bring any, snacks and drinks to each session if you require refreshments.

6 week summer term, please see full details below… Time: Friday Morning 10-12pm Dates: 26th July – 30th August (6 weeks) Length: 2 hours each week, each term runs for 6 weeks Tutor: Ela Good Where:  Workshop 925 Unit F9 The Mayford Centre, Mayford Green Woking, Surrey GU22 0PP What does the term time course involve?  Our term time classes allow students of all abilities the opportunity to design and create their own jewellery while learning new skills along the way. During the first session your tutor will settle you all in and get to grips with what each student is aiming to complete or learn during the term. Your tutor will discuss your different aims and goals, whether that’s really focusing upon learning and practicing a certain skill, or if it is to finish a specific project. Any new starters will be given a tour of the workshop and you will be introduced to some basic techniques during the first session, so you feel comfortable within the workshop. You can then discuss your ideas for the term and your tutor will help you with how and where to order materials from for your project, we have a substantial list of good suppliers and discount codes to get you started. Soon enough you will have a good understanding of the essential jewellery making skills which you can then go on to develop further, there are many areas of jewellery making to explore. Throughout your time with us, your tutor and peers will help you develop the skills and knowledge required to bring your designs to life. Each student will be working on their own projects, everybody has different directions and design ideas and techniques they want to work on. However during our terms we run demonstrations which are relevant to student projects to help them complete aspects of their project- other students are welcome to watch these too, we also run demonstrations requested by students, this might be a repeat of something a student would like a refresher on, or maybe a technique they would like to learn for their next project and we will also provide demonstrations to strive to introduce you to new skills. We also like to keep you up to date with industry news, show you designer inspiration to help you learn methods to process new ideas and gain an understanding of design processes behind jewellery making. We are very much here to support your development. The more terms you complete with us, the more time you have to develop a wide range of skills and a good understanding of the industry as a whole. Jewellery making skills take time to practice and learn. Here is a Pinterest board to inspire new starters. Summer Terms:  Summer terms differ from our regular terms. Regular term time students are not given first refusal of spaces to allow a break in the year, and our schedule changes as summer holidays and children being off school affect tutor availability. Summer term allows others the opportunity to secure a place. Should a space be available on the regular term time classes they will be offered to those on our waiting list, please email us at hello@workshop925.com if you would like to be on our waiting list for September – The regular term timers enrolled in July will have first refusal of their space for September any spaces will then be offered to those waiting list. Experience required: This class is suitable for those with any level of experience. Some students on our termly courses, have been with us for many years, others are beginners. We run a very welcoming and supportive environment, so whatever level your skills are at, you will always feel encouraged and supported by all to develop your ability further. Class size: We have 9 jeweller’s wooden workbenches in our workshop, however our term time classes always run with 6/7 students. 2 CATCH UPS are permitted over summer terms, meaning if you miss any classes due to holidays, you can catch these up on other sessions – it is not guaranteed we will have sessions available, however most sessions run with a space to accommodate a student on a catch up. Please make us aware of absences in advance. What is included? All tools and consumables are supplied Light refreshments are provided The cost of this course does not include materials. What to bring: For safety reasons, during each class, you are required to wear appropriate footwear, we request that no open toed shoes are worn within Workshop 925. Long hair should also be tied back when working with the equipment. You may also wish to bring a notebook. We have handouts for many demonstrations, but there are always many tips and tricks given verbally by the tutor, which some might like to keep note of. Please bring any, snacks and drinks to each session if you require refreshments.

– the practical skills you need High levels of anxiety can be very debilitating – this workshop gives you important insights and a wide range of proven techniques to help reduce long-term anxiety, panic attacks, GAD and much more… Accredited CPD Certificate : 6 hours Length 1 day (9.30am - 4.00pm) Jo is incredibly adept at teaching this important subject, backed up with evidence and so many useful techniques. Thank youCATHERINE, FAMILY SUPPORT WORKER What will you learn Tried and tested psychological techniques for dealing with over-anxiety Why it’s important to distinguish between two fundamental kinds of anxiety – and methods for dealing with both How to recognise panic attacks and deal with them effectively The genetic factors that make some people more vulnerable to anxiety Ways to change a poor sleep pattern caused by anxiety New perspectives on what drives anxiety – including when its basis lies in trauma Why some people may dissociate (appear to ‘tune out’ or not be present) when very stressed, and what to do about it The three different components of anxiety – and why anxiety can get out of control How anxiety affects the body – and how the body affects anxiety Why people become hypervigilant – and how this can be reduced How to separate a person from their anxiety Five effective methods for bringing down physiological arousal very quickly – and safely Why social anxiety occurs and how to handle it Tips for reducing anxiety in those with additional conditions, such as autistic spectrum disorder, ADHD, bipolar and borderline personality disorder What happens in the brain when we become anxious – insights from neuroscience How guided imagery speeds up treatment for high anxiety plus special tips for using it with clients suffering from over-anxiety How stories can complement therapy for anxiety A range of new skills and techniques for reducing severe anxiety, with plenty of opportunity to practise them yourself on the day Very useful - lots of practical new anxiety management techniquesCOUNSELLOR Why take this course More and more people’s lives are being blighted by anxiety, causing distress to all involved. The anxiety may have initially been focused on realistic, understandable concerns – such as financial difficulties, health, job insecurity or unemployment, relationship problems (particularly complex in blended families) or fears about the future in an increasingly uncertain world – but has spiralled out of control. Or it may have no clear cause and manifests as an ever-present feeling of being ‘wired’, tense or vulnerable, very often accompanied by out-of-control thoughts. The person may be hypervigilant, unable to relax and highly miserable. Left unaddressed, chronic anxiety can also badly affect sleep and physical, as well as mental, health. The good news is there’s much that we can do to reduce this suffering. This highly practical course focuses on giving you the key information and practical skills you need to lower anxiety levels and help people manage their own anxiety better. It concentrates on generalised anxiety (including generalised anxiety disorder – GAD), social anxiety and panic attacks, but also addresses how to handle anxiety that is a feature of conditions such as autistic spectrum disorder, ADHD and bipolar and borderline personality disorder. Good to know This day complements the Online Course: ‘Understanding anxiety – and managing it without drugs’ Trauma, phobias and obsessive compulsive disorders are dealt with on separate practical skills training days (see “The Rewind Technique – Effective treatment for trauma (PTSD) and phobias” and “Obsessive compulsive disorder – understanding OCD and how best to treat it.”) Course Programme The ‘How to Control Chronic Anxiety’ course starts at 9.30am and runs until 4.00pm. From 8.30am Registration (Tea and coffee served until 9.25am) 9.30am Understanding the causes, indications and impacts of chronic anxiety 11.00am Discussion over tea/coffee 11.30am Approaches to help overcome difficulties with anxiety 1.00pm Lunch (included) 1.45pm Anxiety and associated conditions 3.00pm Discussion over tea/coffee 3.15pm Using guided imagery and mental rehearsal 4.00pm Day ends Who is this course suitable for? Anyone who works with or treats people who may be highly anxious – such as psychotherapists, counsellors, health and social care professionals, educators and individuals working in a variety of capacities in any number of organisations. The course will also provide valuable understanding and practical help for anyone struggling to deal with their own chronic anxiety or for those in relationships or families affected by chronic anxiety.* The day offers the chance to gain life skills of benefit to everyone. * Please Note: This course is not a substitute for individual therapy but there are lots of techniques that anyone suffering from anxiety can take away and use themselves. This course has been independently accredited by the internationally recognised CPD Standards Office for 6 hours of CPD training. On completion of this training you’ll receive CPD certificates from the College and the CPD Standards Office.

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

Learn effective strategies and leadership skills to thrive in today's remote work landscape. Elevate your team's performance, no matter where they are located. Course overview Duration: 1 day (6.5 hours) Remote teams present a specific set of challenges to their managers. Such challenges include communication, task allocation and performance management. This workshop is designed for managers who run teams that spread over more than one location, nationally or internationally, and who wish to find ways to enhance teamworking in these conditions. Objectives  By the end of the course you will be able to: Identify key actions to take to manage team performance remotely Implement a communications plan for use within the team Allocate tasks to team members to build a culture of teamworking across the different locations Involve your team members in planning team activities Use visits to each location to maximum effect Content Communication to ensure inclusivity How do team members find out the latest news? Identifying what needs to be known by all A team communication plan Effective virtual meetings Manage performance from a distance Principles of Smart Working Involving the team in planning activities Allocating tasks and objectives across the team Identifying areas of expertise Deciding key areas of responsibility per location Identifying, and dealing with, the different levels of performance Maximising time in each location Setting the tone of a visit – from ‘inspection’ to ‘social call’ Considering what team members expect and need from your presence Identifying what needs to be prepared by the team for your visit Making contact with your team members while you are there Action planning Identifying and planning next steps

Learn the skills, knowledge and have the confidence to tackle difficult conversations in a productive way. Course overview Duration: 1 day (6.5 hours) Do you worry about how to give negative feedback or deal with performance issues? Are you concerned about giving bad news? This workshop is designed to give you the skills, knowledge and confidence to tackle these scenarios in a productive way. If you are a people manager, team leader or supervisor looking to make those challenging conversations less stressful and more effective, this workshop is for you. Lots of practical sessions will ensure you have the opportunity to relate your learning to your real life work situations. The one day session will use professional actors in the afternoon so that you can practice handling real-life challenging conversations. Objectives By the end of the course you will be able to: Deal with a wide range of challenging conversations Describe the preferred behavioural style for giving feedback State the most appropriate influencing technique to use in your situations Explain how to give successful constructive feedback Content What are challenging conversations What type of challenging conversations occur? Why do we find them challenging? Communication Practical exercise to demonstrate and act as a refresher of the fundamentals of communication Barriers to communication especially in a difficult discussion Choosing the right behavioural style Refresher of assertiveness and why it is important in this context Practical exercise demonstrating how behaviour breeds behaviour, and the impact of choosing an inappropriate style Steps to using assertive behaviour Influencing Cialdini’s model for influence How to use influencing techniques in handling challenging conversations Practical application Feedback Understanding feedback – positive vs. negative Using the ABCBC model for feedback Using the basics of emotional intelligence to give effective feedback Practical application Practical Activities Professional actors will work with you in small groups in the afternoon to practice real-life challenging conversations.