324 Power courses in Manchester

Level 2 Diploma in Piling Operations - Piling Rig Operator

Level 2 NVQ Certificate in Highways Maintenance - Kerbs and Channels

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on the core values of customer service.

A dynamic and interactive one-day or two-half-day live virtual workshop for women leaders in business, government and non-profit organizations.

Create great presentations and persuasive narratives. This session covers the principles of engaging an audience, from narrative structure to thinking about slides. Put an end to Death by PowerPoint!

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace

What do engineers and project managers need to know of finance? 'Nothing - leave it to the accountants!' No, no, no! Engineers must be conversant with the terminology and statements that accountants use. Technical expertise in projects, service delivery, production or other areas can only really be harnessed if the managers understand the accounting and reporting that drives businesses. This course gives the necessary understanding to project, production and technical managers. It develops their skills in understanding financial and management accounting. Accountants may not always like it but a major part of their work is to be the 'servants of business' and to gather, compile and present your figures. So you must understand the figures - they belong to you, your processes or projects. There are many reasons for maintaining accurate accounts. This course focuses on the strategic issues (those over-used words) - what figures reveal about the drivers of business and what they reveal about the day-to-day issues that accountants bother you with. The course will enhance your understanding of finance and of the accounting issues which affect your projects, production and technical areas of business. This course will help you: Understand the business world in figures - make sense of what the accountants are telling you Appreciate what drives business - and how this affects your role in your part of the business Relate your activities to the success of the business - through figures Gain the skills to advance in management - financial awareness is a 'must have' if you are to progress in your career 1 What do accountants do? The finance function, types of accountant, financial v management accounting and the treasury function Understanding the role of the finance function and how the information you provide may be used 2 The basic financial statements Balance sheets and income statements (P&L accounts) What they are, what they contain and above all what they can reveal - how to read them The accounting process - from transactions to financial statements What underpins the statements - accounting systems and internal controls 3 Why be in business - from a financial perspective The driving forces behind financial information Performance measures - profitability, asset utilisation, sales and throughput, managing capital expenditure 4 Accounting rules - accounting standards Accounting concepts and the accounting rules: accruals, 'going concern' - substance over form and other 'desirable qualities' Accruals - why the timing of a transaction is so important to the finance function Depreciation and amortisation - the concepts and practice Accounting standards - the role of International Financial Reporting Standards 5 Cash The importance of cash flow - working capital management Cash flow statements - monitoring overall cash flows Raising cash - levels of borrowing, gearing Spending cash - an outline of capital expenditure appraisal 6 Budgeting Why budget? - good and bad practice Determining why budgets play a key role and should not be simply an annual ritual Justifying your budgets - the link between the strategic plan and day-to-day budgeting - alignment of company culture Budgets as motivators - the importance of the right culture Techniques to improve budgeting - whether day-to-day or capital budgeting 7 Costing The type and detail of costing very much depends on your business - eg, manufacturing piston rings is quite different from the construction of a power plant Issues with overhead allocation Accounting for R&D 8 Reading financial statements Annual financial statements - why they are produced, what's in them and what you should look for Learning what a set of accounts reveals about a company's current situation, profitability and future prospects 9 Performance measurement - analytical reviews and ratio analysis ROI/ROCE Profitability, margins and cost control Sales - asset turnover Efficiency (asset / stock turnover, debtor / creditor days) 'City' measures Investment (interest / dividend cover, earnings per share, dividend yield)

Learn from two decades of specialist equality & inclusion expertise and the pitfalls to avoid, plus adventures in self-discovery. Participants enjoy the engaging and motivational style, building up the confidence to apply deepened insights and practical tools.

In today's competitive business world firms are under unprecedented pressure to deliver value to their shareholders and other key stakeholders. Senior executives are finding that they need some financial know-how to cope with the responsibility placed on them as decision-makers. Key financial skills are not as difficult to learn as many people believe and in the hands of an experienced senior executive can provide a formidable competitive advantage.   This one-day workshop is not intended to take you from a managerial position to that of a Chief Financial Officer. However, these topics will familiarise you with the most common terms and practices in terms of working with finance.   This course is suitable for managers and others in finance related roles: with some or no financial knowledge who need to understand the financial implications of every day decision making? who need to increase profitability and performance of their business? This one-day workshop will help you teach participants how to: • Understand fundamental business finance concepts • Understand the vital difference between profit and cash flow • Evaluate pricing decisions • Use powerful analytical tools to measure performance of their own company and competitors • Understand the role of business finance in formulating and implementing competitive strategy   Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.   Business and finance fundamentals The objectives of the firm: delivering value to shareholders and key stakeholders, leading to a better understanding the drivers of shareholder return and who uses financial statements and why.   Basic principles Understanding business funds flow, using the balance sheet the profit statement. This would help to recognise the vital difference between profit and cashflow and what financial statements can and cannot tell us.   Managing and improving Budgets and Forecasting We will look at why you need to set budgets and what is known as ‘the bottom line’. We will also explore the purpose of forecasting over a period of monthly, quarterly and also annually.   Managing and improving profit Understanding how profits generate cashflow. The fundamental nature of costs: fixed and variable business costs and realising gross margin and break-even   Managing business performance We will explore the business planning cycle, by using budgets to support business strategy and monitoring and managing financial performance. We will look at a ‘Pyramid of Ratios’ to manage business performance that will help us understand and use key performance indicators   Measuring and managing business performance We will understand Return on investment (ROI): the ultimate measure of business performance and how profit margin and net asset turnover drive return on net assets. We shall do a case study on why some companies are more profitable than others.   Workshop Wrap-Up At the end of the course, students will have an opportunity to ask questions and fill out an action plan.

Resilience is the ability to take the challenges and changes of life in your stride and say yes to the opportunities that excite you.