2 Educators providing Public Service courses in Bristol

Overview This course will help our clients to assist not only in meeting the challenges of introducing IPSAS but also to secure the benefits of improved financial management to help secure the organisational objectives and goals of each public service organisation. We have developed this course starting with an introduction and then implementation of IPSAS.  This course will help our clients to assist not only in meeting the challenges of introducing IPSAS but also to secure the benefits of improved financial management to help secure the organisational objectives and goals of each public service organisation. This enables multi-national organisations to make comparisons between projects wherever in the world they happen, irrespective of jurisdiction, culture, language and ethnicity. IPSAS is becoming and will become the World standard for Public Sector entities. We have developed this course starting with an introduction and then implementation of IPSAS. This allows clients to structure the move to IPSAS within its appropriate Framework. It is an approach that enables implementation to be done in a structured and well-managed way. In the course we will consider the main requirements of IPSAS and, by showing how they affect financial reports and published accounts, will help you to apply IPSAS. The course will assist both finance managers and general managers whose organisations and departments will be affected by IPSAS.

Overview This course will help our clients to assist not only in meeting the challenges of introducing IPSAS but also to secure the benefits of improved financial management to help secure the organisational objectives and goals of each public service organisation. This enables multi-national organisations to make comparisons between projects wherever in the world they happen, irrespective of jurisdiction, culture, language and ethnicity. IPSAS is becoming and will become the World standard for Public Sector entities. We have developed this course starting with an introduction and then implementation of IPSAS. This allows clients to structure the move to IPSAS within its appropriate Framework. It is an approach that enables implementation to be done in a structured and well-managed way. In the course we will consider the main requirements of IPSAS and, by showing how they affect financial reports and published accounts, will help you to apply IPSAS. The course will assist both finance managers and general managers whose organisations and departments will be affected by IPSAS. The consequences of managing the finances of public organisations will be examined, together with potential unintended consequences. How to implement IPSAS effectively and economically, is probably the most important aspect. The approach will be to understand the advantages to the organisation from IPSAS implementation and how benefits realisation can be ensured both internally and for stakeholders. The course will deal with practical issues for public sector organisations, including strategic management and the medium-term financial framework

Overview The effective management of finances is a fundamental function for any organisation but particularly so in the public sector. Governments, under the scrutiny of the citizens they represent, are increasingly under pressure to improve public services whilst at the same time identifying ways to cut spending and increase efficiency. This programme recognises these difficulties and ensures that participants leave the programme with a full understanding of effective financial management in the public sector - including budgeting systems, auditing, preparing financial statements and tracking expenditure. 

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support