17021 Other courses delivered Online

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

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

The principles of effective time management are applicable to all aspects of life. When successfully applied in a sales environment they can lead to improved performance, higher sales and increased customer satisfaction. All salespeople would benefit from learning the tools and techniques to introduce impactful time management to their working lives. We have developed this programme to be practical, fun and interactive. Participants will better understand how to increase the amount of time spent on high-value sales activities, be able to improve their self-motivation and ability to get more done, and be better able to plan, delegate and speed up routine tasks. This course will help participants: Learn key principles of managing sales priorities, meeting targets and getting 'everything' done! Learn proven techniques for structuring your day, week and normal routine Develop effective sales time management at the office and on the road Learn a seven-step process for setting goals and objectives in your work and personal life Understand how to make time for sales prospecting, designated call days Understand practical ways to improve your time management 1 Key principles of sales time management Course objectives and review of time log Essential principles of sales time management How do you use your time now? Reviewing your working day (from pre-course survey) Beliefs and feelings about time 2 Managing sales priorities and planning systems Managing priorities and planning systems Use organised persistence to plan your sales activity Planning your territory and prospecting activity How to use priority ratings not urgency to react to tasks 3 Dealing with distractions and communication skills Know your time 'bandits' and creating more positive habits to overcome them Making time by saying 'no' assertively and managing expectations Assertiveness techniques for handling colleagues and clients Making meetings worthwhile - preparation and planning 4 Sales goal setting and action planning Set clear, concise, and motivating sales goals and action plans How to set and use goal setting as way of managing your time and increasing results The principles of linking SMART objectives to action plans and daily activities 5 Creating results focus - every day, week, and month Batch sales tasks together, starting with emails Planning your day and week and protecting sales 'prime' time Apply the 80/20 to your sales contacts, clients, and prospects 6 Overcoming procrastination and structuring your day Understanding procrastination, what it is and how to recognise it in yourself and others How to stop procrastinating and start making progressing Build a power prospecting hour into every day Smart stuff to make more sales time: five automated tools Live the $64,000 dollar question

This workshop will provide participants with the insight and skills to be more effective business networkers, face-to-face and online. The approach taken is to build on the strengths people already have and their successes. It is easier to develop what you already have than to try and develop skills that do not come easily. Being yourself is the most effective tool for business networking and building relationships. This course will help those attending: Appreciate the importance of networking, and different forms of networking Understand the dynamics of communication that are specific to networking Become more confident and assured when 'working' a room Improve their influencing skills, especially with people who are experts and in positions of authority 'Sell' themselves and promote their company Identify and manage their profiles using online social networking sites Use effective follow-up to maintain active contacts and connections Select the correct networking groups, clubs and events Create their own personal network 1 The importance, and different types, of networking Personal objectives and introductions Test networking session Examples of the importance, purpose and format of various types of networking, and benefits you can expect 2 How to work a room - preparation and strategy Three things to know before you attend any event Non-verbal communication and art of rapport Breaking the ice - worked examples with practical demonstration 3 Communication dynamics in networking - the power of the listening networker Why it is better to listen than talk Effective questioning and active listening Creating a natural and engaging conversation, 1-2-1 and in a larger group 4 Assumptions when networking How to use the 'instant judgement' of others to your advantage What assumptions are you making? How to keep an open mind 5 Business networking etiquette Meeting and greeting at a business networking event - approaching complete strangers and introducing yourself Socialising: joining and leaving groups easily Making a good first impression in 30 seconds The use of status when networking 6 Making connections Asking for cards, contact details and referrals Gaining a follow-up commitment Some tips and tricks 7 Business networking rehearsals Practice sessions 8 Personal business networking online Overview of different types of networking sites - there is a lot more out there than just Facebook! Examples of creating an effective profile Using social networking effectively - case studies and application 'Advanced' applications - blogs, articles, twitter, feeds, etc. Online demonstration and examples 9 Building relationships - follow-up and follow-through Maintaining a good database Developing a contact strategy with different types and levels of contact How to analyse your contact base

The market for professional services is becoming increasingly competitive, with some firms and individuals becoming very effective at winning new work, leaving others lagging way behind. Given the choice between spending time on client work and business development work, we all tend to choose that which we feel to be easier, more attractive and more aligned with our image of ourselves. We stay within our comfort zones, we focus on client work, and we only resort to business development work when we have to, which can also lead to 'feast or famine' syndrome. The programme will help participants: Understand the professional business development approach and the style that is appropriate for their business and their clients Follow a process to guide their conversations and business development meetings Prepare thoroughly for a business development meeting/contact with a client to ensure they use their time efficiently and maximise results Create a great first impression and professional opening to a conversation Ask open questions and listen effectively in order to spot opportunities, understand needs and progress the opportunity Identify and understand buying and decision-making processes and criteria Skilfully and confidently handle questions and objections Sell the benefits of their services and approach over those of their competitors Progress the sale by agreeing next steps and gaining commitment appropriately 1 Introduction Aims and objectives of the programme Personal introductions and objectives Workshop overview 2 An introduction to business development and selling for professionals What is selling? Who are you selling to? The buying experience What clients want The four-step business development process The business development cycle and pipeline management Upselling and cross-selling as well as winning new clients 3 Networking and generating leads What is networking? Networking objectives It's not what you know but who you know Asking for referrals and introductions Making appointments from networking activity 4 Opening the sales relationship/sales meeting What potential customers are thinking Judging first impressions Creating positive first impressions Building rapport and creating interest and impact Earning the right 5 Core communication skills for professional selling Overcoming barriers to listening The art of listening Questioning refresher Types of questions Questioning funnel 6 Understanding and identifying needs and opportunities Identifying the questions to ask to identify needs and opportunities Questions to move us through the buying and selling process Understanding their buying processes Asking questions that position you as a 'trusted adviser' The questions that give you a competitive advantage Knowing when you have asked enough questions 7 Introducing solutions Tailoring your 'pitch' to the client Speaking the client's language Using features and benefits Applying the benefit cycle 8 Handling objections and concerns Identifying the typical objections and concerns Understanding why clients raise objections and concerns Following a structure for handling objections Handling the price objection 9 Gaining commitment Knowing when to close The art of checking Recognising buying signals Small c and big C 10 Putting it all together Personal learning summary and action plans

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

A question of trust. Leadership implies followership. And that means trust. Because who's going to follow a leader they don't trust? This programme takes a values-driven approach to leadership. It gets current and aspiring leaders to hold up the mirror to themselves and to see their reflections as leaders of people. It asks them whether what they see justifies their view of themselves as leaders. It helps them understand just what it takes to be an effective leader. And it does so in a highly practical, constructive manner. It helps the course participants to truly understand the core skills of effective leadership. It focuses on the difference between leadership and management, defining what high performing teams do and how they do it. It helps people to see their teams from different perspectives, allowing them to adapt their styles to maximise team outputs. And it explores concepts such as emotional intelligence, authentic leadership and the RAIV approach (relationships-achievement-independence-vocation) to help explore underlying values and use them to drive effective leadership. Because what worth do our values have unless we put them into practice? The course will help you:• Appreciate the key skills a leader needs to be effective• Understand what the organisation expects of you as a leader• Recognise your leadership style and the impact it has on others• Consider your role models - who inspires you?• See leadership from the 'followers' perspective - how do you like to be led?• Discover what holds you back - limiting beliefs• Examine your core values -do they support your ambition?• Explore the concept of Emotional Intelligence - how do we manage ourselves?• Discover how to lead through change• Explore the concept of 'Authentic Leadership' - consider how it can work for you• Practice some of the skills essential to motivating and influencing for success• Use the RAIV approach to generating enthusiasm and commitment• Plan how best to 'walk the leadership talk' - in your role, in your organisation Above all, this course will help you put theory into practice, values into actions, in a mature, considered, effective way. Day 1 1 Welcome and introduction Participants are welcomed to the programme and invited to share their personal objectives and people challenges Participants given an action plan template to complete throughout the workshop Participants required to bring an inspirational quote to share with the group 2 What is leadership? The concept of 'leadership' The role of a leader Skills assessment for all participants# Leadership v Management Assess your team effectiveness 3 Your leadership style Leadership questionnaire You and your role models Push v Pull styles of leadership Empowerment v Control Team goals and role profiling Day 2 1 You, the leader Your core values Your communication style Situational leadership The Emotional Bank Account Buy Me Today 2 Are you Emotionally Intelligent? (EI) What is emotional intelligence? Self-assessment exercise Manage your emotions Nine strategies for promoting EI 3 Leading through change Identify the major changes affecting you / your team Types of change The roles of resistance How safe are you to talk to? Forcefield Analysis Day 3 1 Authentic Leadership (AL) What is AL? Managing perceptions is managing their truth A leadership challenge 2 Motivating and influencing for success What motivates you? Motivational theory Leading by example Influencing skills required Influencing styles The influence challenge! 3 Creating enthusiasm and commitment The RAIV approach (relationships-achievement-independence-vocation) Building self-worth What drives your team? Your leadership legacy Your commitment to leadership

R&D work is often carried out in entrepreneurial companies with the aim of developing solutions to scientific or technological problems for a wide range of customers. Projects can include longer term 'frontiers of science' research, medium term product development/manufacturing or more immediate troubleshooting or contract research assignments. In all these contexts, the ability to create innovative solutions in a timely and cost-effective manner is the essence of successful R&D. Whilst R&D groups typically excel in technical expertise, those involved often recognise that there is scope for improving the way that projects are managed. The aim of this training programme is to address this need whilst ensuring that the creative, entrepreneurial spirit that is fundamental to good R&D continues to flourish. MODULE 1: Creating the foundations for success Off-line video tutorials and exercises Total time ~ 1 - 1.5 hours Video 1: Making the most of project management in R&D Characterising R&D projects Applying project management to R&D work Exploiting the potential of project management in R&D Video 2: Promoting success in R&D project management Modelling successful project management Evaluating performance and promoting success The role and skills of the project manager/leader MODULE 2: Initiating and defining R&D projects Live interactive sessions (via Zoom): Session 1: 10:00 - 12:00 Session 2: 14:00 - 15:30 Session 1: Selecting and initiating projects Recognising worthwhile opportunities; initiating projects Identifying stakeholders and their goals Characterising and engaging stakeholders Session 2: Defining goals and agreeing deliverables Establishing the full scope of the project Clarifying and prioritising project deliverables Defining and agreeing deliverable specifications MODULE 3: Planning R&D projects Live interactive sessions (via Zoom): Session 1: 10:00 - 12:00 Session 2: 14:00 - 15:30 Session 1: Identifying and organising activities Creating effective plans; avoiding planning pitfalls Identifying tasks and assigning responsibilities Sequencing tasks and estimating durations Session 2: Developing the timeline and resource plan Identifying the 'critical path'; creating a resource plan Dealing with estimating uncertainty Accelerating the programme MODULE 4: Leadership and teamwork in R&D projects Off-line video tutorials and exercises Total time ~ 1 - 1.5 hours Video 1: Working effectively in project teams Building teamwork in contemporary organisations Recognising each other's skills; building synergy Building good working relationships; handling conflict Video 2: The role of the R&D project team leader Building teamwork: the role of leadership Creating an effective team culture Delegating work and motivating team members MODULE 5: Managing uncertainty in R&D projects Live interactive sessions (via Zoom): Session 1: 10:00 - 12:00 Session 2: 14:00 - 15:30 Session 1: Characterising uncertainty; identifying risks Exploring uncertainty; applying risk management Focusing the risk management process Identifying and defining risk events Session 2: Managing and controlling risks to the project Evaluating risk events Selecting between risk strategies; setting contingencies Updating and controlling exposure to risk MODULE 6: Implementing and controlling R&D projects Live interactive sessions (via Zoom): Session 1: 10:00 - 12:00 Session 2: 14:00 - 15:30 Session 1: Initiating assignments and managing changes Creating a pro-active implementation and control culture Establishing effective implementation and control procedures Assigning work and managing changes Session 2: Monitoring, managing and developing performance Adopting meaningful monitoring techniques Responding to problems; building performance Managing and controlling multiple project assignments

This highly practical one-day workshop has been designed specifically to help maximise sales where customers make contact by telephone. When customers contact us direct they have clearly already considered the possibility that they might buy from us, but we're still only half-way to making a sale. Unless we fully understand their needs and make it easy for them to buy, we may not secure the business. This workshop concentrates on the telephone skills and techniques needed to achieve the most positive outcome in any inbound customer call. A combination of excellent customer service skills and savvy sales awareness techniques will increase our chances of a successful outcome for both parties. The programme features the unique INBOUND model, to help remember the key principles for effective inbound telephone sales: Initial impressions Needs of the customer Bring them with you Open up the conversation Understand the triggers Narrow down the solutions Decision time! The programme also covers how to deal with difficult calls and challenging people - after all, every complaint is a sales opportunity! This programme will help participants: Create the perfect interaction with any customer making contact by telephone Make every call count Build rapport quickly in any situation Handle difficult calls and challenging people Create sustainable and profitable relationships Increase your sales conversions 1 The inbound sales process Each customer who contacts us will be at a different stage of the sales process. Some might be making general enquiries whilst others will be ready to commit, having made most of their decisions already. Sales and customer service people need to be ready to find out the stage the customer has reached before helping them to make the right decision for them 2 Engaging with the customer Having clarified where the customer is on their journey to making a purchasing decision, our next responsibility is to create and build a trusting relationship on both sides. This involves establishing rapport quickly to ease the communication process, thus enabling smooth transactions, both now and in the future 3 Questioning and listening skills for gathering information Developing these skills requires practice so that the communication becomes natural for the customer. This helps the customer to feel comfortable with us and work with us towards an effective solution. We discuss different types of question and how to use high-gain questions to uncover key information. Active listening will ensure that we can really help customers get what they need 4 Overcoming objections and excuses If we have followed the process properly and really understood the customer, then there should no further objections or barriers to completing the transaction. The reality is that there will still be the occasional issue that needs clarifying, so we need to prepare for possible objections and questions that customers might have. This includes probing objections so that we fully understand the customer's perspective before constructing suitable responses or solutions 5 Gaining commitment and ending the call Customers want to gain a solution to the issue they are facing and the sooner we can help them achieve that the better. Guiding the customer and helping them to believe in their own decision is part of our role. This section is dedicated to getting commitment all the way along the process, not just at the close 6 Dealing with difficult and challenging situations The realisation that everybody is different, with different personality types, different ways of looking at the world and different goals, is key to understanding sales. With this is mind we discuss these differences and how we adapt our approach to ease communication and maintain trust and understanding 7 Action plans Course summary and presentation of action plans

Gain practical skills in influencing and decision-making, perfect for anyone working in team-based or project-focused environments, with interactive, hands-on learning. Course overview Duration: 1 day (6.5 hours) This is a highly interactive and practical course which will help you to use influencing and decision making techniques. This workshop has been specifically designed to give you an opportunity to learn and test a range of influencing and decision making models and techniques. The course is aimed at anyone who interacts with others on a regular basis, especially those in project management disciplines, multi disciplinary, matrix type organisations where healthy debate and challenge are key to achieving optimum resolutions. Objectives By the end of the course you will be able to: Utilise a variety of new techniques to enhance your influencing skills Recognise the impact of non-verbal communication and use it to enhance influencing behaviours Use language skills necessary to get your message across in an influential way Apply different techniques for dealing with aggression Understand VUCA – Volatility, Uncertainty, Complexity & Ambiguous Use Perception, Bias, Decision Making and Judgement Understand personal preferences and approaches to Decision Making Speed read others approach to decision making Apply Mindsets, Skillsets and Toolsets for decision making Content What is influencing? Sources of power Influencing skills Choosing the right approach Developing Skills Communication skills – the language of influence Different influencing techniques and when to use them Having the confidence to challenge Dealing with confrontation and challenges in a confident manner The Decision Lifecycle – Personal Preferences Understand the human facts that influence decision making Understanding personal preferences and approaches to Decision Making Understand the impact of Perception, Bias and judgement in decision making Speed reading others approach to decision making Frameworks to provide context for decision making Understand the business factors that influence decision making - VUCA The Cynefin Framework – decision making in complex situations Understanding which business context, you operate in – simple, complicated, complex or chaotic Understanding how to decide in complexity Practical Practical exercises Case studies Personal action planning