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This 2 day course is ideal for Team Leaders and Managers who have had little or no training in the role where they have to lead a team and take on management responsibilities. It will give them confidence and the skills to take decisions and get the best performance from their team. The most popular of our management training courses, the First Line Management course is specifically for people who are new to a management position or who are about to undertake a management position and have had no formal management training. Anyone who is new to a management or supervisory position will benefit from this course. Run over two days, the syllabus of the First Line Management course will cover a wide range of topics to give new or inexperienced managers a firm understanding of the foundations needed to begin their journey as a manager. It includes units on effective communication, managing your team, managing yourself, delegating, setting objectives, effective planning and personal development. Course Syllabus Module OneRole Assessment and Personal Development Planning Understanding roles and responsibilities Outline framework of management Taking the step into management Identifying personal development needs and planning Module TwoEffective Communication Skills Communicating to be effective - how and what to communicate Designing effective questioning techniques and listening actively Non-verbal communication Dealing with, and responding to, differing communication styles Module ThreeManaging Yourself Use of planning tools and techniques Dealing with time stealers and interruptions Learn how to delegate effectively Module FourManaging Your Team Understanding different management styles and how to use them Recognising performance management Setting expectations and clearly defining roles and responsibilities Pinpointing performance and motivating your team/individuals Learning the management actions required to maintain team effectiveness Team dynamics and looking at individual behaviour within teams First Line Management Course Management is the efficient, effective and economic use of resources to achieve results with and through the efforts of other people. Leadership – a definition Inspiring others to follow your lead by creating a compelling vision of the future, whereby targets are not merely achieved, but are surpassed . Leadership – a definition Inspiring others to follow your lead by creating a compelling vision of the future, whereby targets are not merely achieved, but are surpassed . The Role of the First Line Manager as ‘Leader'. First Line Managers have Leadership responsibilities – this is often the biggest challenge for Team Leaders and Supervisors who have to adapt from performing a task to motivating a team. At the beginning of the 21st century, the most powerful sources of growth, employment and wealth creation are found in innovation-driven industries. As a result, organisational leaders face a whole new set of challenges. They have to change and will increasingly need to rely on the knowledge, skills, experience and judgement of all their people. Organisational leaders will need to place less emphasis on traditional structures and control, and concentrate on five key priorities: . Five Key Priorities . using strategic vision to motivate and inspire empowering employees at all levels accumulating and sharing internal knowledge gathering and integrating external information challenging the status quo and enabling creativity Using Strategic Vision. Effective leaders will develop a strategic vision that is clear and compelling, and communicate it in a way that gives a real sense of purpose and direction. A powerful vision is clear about direction and objectives, proactive in its approach, but allows room for flexibility about the means of achievement. A powerful vision is important because it is one way of linking the present to a desirable future. The role of strategic planning is then to map out a path to achieve that vision. However, visionary thinking should not be the exclusive province of the organisation's top executives. Successful leaders will encourage participation in the formulation of a strategic vision that offers different perspectives and encourages commitment. It is also important to empower employees with the responsibility and authority to implement the vision. . Empowering Employees. Some people have proposed the view that the great leader is a great servant [2]. Certainly, many organisations believe that an environment based on trust will produce better results than one of rules, regulation and hierarchy. This means that leaders will increasingly have to respond to their employees' needs and take on some unaccustomed roles, such as coach, teacher, information provider, facilitator, listener or supporter. But for empowerment to work, organisations will have to share information and knowledge far more than they have done in the past. This will certainly include First Line Managers . Challenging the status quo and enabling creativity. There are a number of ways in which effective First Line Managers can challenge the status quo and enable creativity: . Facilitate ‘constructive dissent', i.e. encourage people to question openly a manager's perspective without fear of retaliation. An interesting example of this is at Motorola, where employees can file a ‘minority report' and lodge a different point of view to their immediate First Line Manager on a business issue. Foster a culture that encourages risk-taking. Create a sense of urgency by producing a compelling picture of the risks of not changing. To summarise, successful First Line Managers will be those that are proactive both in facilitating organisational learning and encouraging positive adaptation to external changes. . A 2 day First Line Manager Course will accelerate the process for Team Leaders and Supervisors to reach a high level of competence and confidence in the Leadership role they have . Sample Exercises Our range of bespoke First Line Manager modules works wonders! The course outlines may look as you'd expect - but the content, approach and effect is very much greater than expectations. We have a very large library of innovative exercises that are highly effective in capturing and embedding the learning points in a practical way. Following each exercise - that may be aligned to a 'Financial Theme' - they are debriefed fully and related to how the learning can to be applied back in the work-place. They are also really great fun!! Here are some template modules and sample exercises designed to embed the learning in a motivational and memorable way:- Sample 'ice-breaker' Exercise - Number Crunch The team must be effectively led and motivated to work as one to reach their objective of visiting each location in a short period of time. Debrief - Leadership and co-ordination, strategy and planning, adapting approach, decision making & control Sample Exercise - Through the Hoop Taking the full team through the 'hoop' within the 'stretching' time limit is likely to exceed the group's own self-limitations. Time ManagementSample Exercise - Cones This task requires the team to take a numbered tower of 5 cones from point 'A' to 'B' in a specific order; this will have to meet the criteria outlined in the brief. The option of 'C' is vital to achieve the results. Debrief: Stepping back for overview Planning disciplines Time-budgeting Skills audit for delegation Handling ConflictSample Exercise - Cave Rescue Requires that the group make some difficult choices and then hold a press conference to justify their decisions while under scrutiny and criticism. This also displayed some required leadership learning; notably that a unified leadership team is crucial to gain commitment and confidence and also how vital it is to plan for any communication that will involve some sort of conflict. Handling Conflict and maintaining control in a professional manner are key debriefing points from this exercise. Communication, Negotiation & InfluenceSample Exercise - Red & White There is a specific time managed agenda and itinerary, which puts the group under pressure. The key challenge is for the sub-groups to maximise the commercial value from the task, however there is always a great danger that the individuals attempt to gain financial progress at the expense of the other group! Debriefing Points: Engaging the other group to 'buy-in' to collaboration Commercial consequences when collaboration is lacking or difficult Effective communication and influence across barriers Global Thinking & Business Mind-setSample Exercise - Dragon's Den The delegation is split into 2 -3 groups - each with a specific product or service to win the Dragons' investment. (A specialised Toy; A unique Team Building Training programme; An eBook Library; An innovative soft-ware package for the Retail Industry Sector. They have to also present to the Dragon's Den their business case for feedback and negotiate with the Dragons to gain either an 'I'm in' or an 'I'm out' reply. Debrief: Global business potential Supply Chain appreciation Commercial framework Performance ManagementSample Exercise - Juggling The group will be asked to set their own team target of how many 'issues' (balls) they can manage at one time. This involves devising a sequence between the group to achieve maximum results without making any mistakes. We introduce different balls which represent different degrees of complexity, challenging the group's preparation and approach to a variety 'team members' needs. Debrief: How to maintain focus when pressure is applied Ensuring effective communication Clarifying the approach for dealing with the unexpected Setting expectations and reviewing delivery Treating every team member as an individual Prioritisation & OrganisationSample Exercise - Labyrinth This activity requires the group to solve a number of tasks through verbal communication only, but they will be forbidden to write any information down or make any gestures using their hands. They will each be provided with a great deal of different pieces of data that has to be assimilated within an increasingly pressurised time-scale. The material also contains distracting and misleading 'red-herrings'. The task requires delegates to keep focussed on the 'critical path' and be very organised in order to meet the dead-line. Debrief: Rigour of planning - SMART Prioritising through ambiguity Time budgeting Assigning roles & responsibilities to break down volume of material The value of keeping accurate records In-House & Classroom Courses Available Online We have developed an alternative to traditional face-to-face training that continues to provide a full learning experience, and allows delegates to learn effectively whilst self-isolating from home. This is how it looks: Delegates booked on Classroom and In-House courses will continue to have access to their trainer online throughout the days that the course is booked to run. Prior to a delegate's course start date, they will be enrolled on our e-learning platform (in partnership with BCF Group) for the course they are booked on to. They will also be given contact information for their trainer, and details of how to access the online workshops. Delegates will not require any special IT equipment. A desktop computer, laptop, tablet, or a mobile phone with internet and audio capability is all that is required. Delegates taking ILM Qualifications will then proceed to the book review, video review and work based assignments with 12 months tutor support as appropriate, and in line with our previous arrangements. We hope you agree that this blended learning experience represents the safest way to continue supporting our clients and delegates during the Coronavirus disruption. In-House Courses This is our own management training course which has been developed and refined over the many years we have been providing it to delegates from organisations in virtually every industry. This means that the course syllabus is flexible and can be tailored to the specific requirements of a new first line manager or managers, making it ideal for companies or organisations who require an in-house first line management training course which is attended by a number of current or potential managers. Scheduled Courses A one day version of this First Line Management course is available as an Open Course delivered at our partner, the BCF's Training suites in Nottingham and Reading from the following scheduled dates... Classroom Course - Nottingham (NG12 4DG) Classroom training courses enable you to benefit from having the tutor and other delegates right there in the room with you. Face-to-face training sessions are one of the best ways to learn, as it is easy to ask questions and have group discussions. Cost: £595 + vat 16 October 2023 09 January 2024 11 March 2024 Classroom Course - Reading (RG41 5QS) Classroom training courses enable you to benefit from having the tutor and other delegates right there in the room with you. Face-to-face training sessions are one of the best ways to learn, as it is easy to ask questions and have group discussions. Cost: £595 + vat 07 December 2023 15 February 2024 14 May 2024 Zoom™ Course Attending a course via Zoom videoconferencing gives you all of the benefits of classroom training without the need to leave your home or office. You still benefit from a real tutor facilitating the programme, and the content is exactly the same. Cost: £495 + vat 11 September 2023 04 December 2023 13 March 2024 Dickson Training Ltd Founded in 1985 in Yorkshire, we have built an impressive and loyal client base. Our partnerships are built by consistently delivering outstanding development solutions and working in close collaboration with our clients, resulting in us becoming a leading UK and international training provider.

If you're after a no-fuss way to upgrade essential workplace and personal skills, this Functional Skills bundle brings together everything that actually gets used. You’ll find maths and English made useful (not just algebraic acrobatics), along with IT skills from Word to Excel, and a dash of PowerPoint confidence for good measure. Topped off with communication and negotiation techniques, the bundle fits just as well for job hunters as it does for those managing office life or everyday tasks. It’s the learning equivalent of a well-organised spreadsheet—useful, neat, and quietly satisfying. Learning Outcomes: Strengthen grammar, spelling, and sentence construction abilities. Use Microsoft Word, Excel, and PowerPoint effectively. Improve arithmetic, percentages, and data handling techniques. Develop confident written and verbal communication skills. Apply negotiation skills to everyday and workplace situations. Understand basic IT systems used across different industries. Who is this Course For: Adults returning to education or upskilling. Job seekers brushing up core workplace skills. School leavers preparing for employment or training. Admin professionals seeking smoother office workflows. Parents wanting to support children's learning confidently. Retail staff looking to progress into office roles. Hospitality workers managing everyday digital tasks. Anyone needing sharp, simple, everyday life skills. Career Path: Administrative Assistant – £23,000/year Customer Service Advisor – £22,000/year Data Entry Clerk – £21,000/year Retail Supervisor – £24,000/year Office Manager – £30,000/year Personal Assistant – £29,000/year

Overview This comprehensive course on Business Strategy for Managers will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Business Strategy for Managers comes with accredited certification from CPD, which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is This course for? There is no experience or previous qualifications required for enrolment on this Business Strategy for Managers. It is available to all students, of all academic backgrounds. Requirements Our Business Strategy for Managers is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Learning this new skill will help you to advance in your career. It will diversify your job options and help you develop new techniques to keep up with the fast-changing world. This skillset will help you to- Open doors of opportunities Increase your adaptability Keep you relevant Boost confidence And much more! Course Curriculum 5 sections • 78 lectures • 01:32:00 total length •What is Strategy?: 00:01:00 •Strategy Definition: 00:01:00 •Mintzberg Strategy Definitions: 00:01:00 •What is Strategy and Identifying the Strategy of a Company?: 00:01:00 •Identifying the Strategy of a Company: 00:01:00 •Strategy and the Quest for Competitive Advantage: 00:01:00 •Strategy and the Business Model of the Firm: 00:01:00 •Why Crafting and Executing Strategy Are Important Tasks: 00:01:00 •The Ideology of Strategy: 00:01:00 •The 3C Model and the Triple Bottom Line: 00:01:00 •Hierarchy of Strategy: 00:01:00 •Management By Objectives (MBO): 00:01:00 •Mintzberg (Strategy and Structure): 00:01:00 •Strategic Management Approaches: 00:01:00 •Prescriptive Strategy: 00:01:00 •Emergent Strategy: 00:01:00 •Strategic Thinking: 00:02:00 •Design Led Thinking: 00:01:00 •Game Theory: 00:01:00 •Decision Making Models: 00:01:00 •Models of Decision Making: 00:02:00 •Strategic Frameworks and Models: 00:01:00 •Perspectives on Strategic Directions & the Market Based View (MBV): 00:01:00 •VRIO Resource Based Framework and Knowledge Based View: 00:02:00 •Relational and Transient Based Views: 00:01:00 •Dominant Themes - Corporate Social Responsibility (CSR): 00:01:00 •Dominant Themes - Digital Disruption: 00:01:00 •Corporate Governance and Ethical Leadership: 00:01:00 •Strategic Management and Approaches Summary: 00:01:00 •Evaluating the External Environment of a Company: 00:01:00 •Relevant Components of the External Environment of a Company: 00:02:00 •Five Forces Framework: 00:01:00 •Potential New Entrants and Substitute Products: 00:01:00 •Buyer/Customer Power, Suppliers and Rivalry: 00:02:00 •Five Forces Framework: 00:01:00 •Strategic Group Analysis: 00:01:00 •Obtaining Necessary Data: 00:01:00 •Critical Success Factors: 00:01:00 •Evaluating the Company's Resources, Capabilities & Competitiveness: 00:02:00 •Analyzing the Position and Current Strategy of a Company: 00:01:00 •Consumer Needs Analysis and Strategic Alignment: 00:01:00 •Balanced Scorecard: 00:02:00 •Analyzing Resources and Capabilities: 00:01:00 •Resources: 00:01:00 •Core Competencies: 00:01:00 •SWOT: 00:01:00 •The Value Chain and Customer Value Proposition: 00:01:00 •Different Value Chains: 00:02:00 •Competitive Strength Assessments: 00:01:00 •Strategy Mapping: 00:01:00 •Section Summary: 00:01:00 •Building Your Business Strategy for the Firm: 00:02:00 •Key Actions: 00:01:00 •The 5 Generic Competitive Strategies: 00:01:00 •Low-Cost Provider Strategies: 00:01:00 •Broad Differentiation Strategies: 00:01:00 •Focused Strategies: 00:01:00 •Best-Cost Provider Strategies: 00:01:00 •Developing Competitive Strategies: 00:01:00 •Offensive and Defensive Strategies: 00:02:00 •Blue and Red Ocean Strategy: 00:01:00 •Horizontal and Vertical Strategies: 00:02:00 •Outsourcing Strategies: 00:01:00 •Strategic Alliances and Partnerships: 00:01:00 •Evaluating Business-Unit Competitive Strength: 00:01:00 •Building Corporate Level Strategy and Crafting New Strategic Moves: 00:01:00 •Functional Level Strategy: 00:01:00 •These Strategic Levels Lead to the Functional Strategy: 00:01:00 •Globalizing Your Strategy: 00:02:00 •Major Driver for Expansion: 00:01:00 •Strategic Approaches to Intentional Expansion: 00:01:00 •Transnational Strategy: 00:01:00 •How to Compete in Developing Countries: 00:02:00 •Commerce is Everywhere: New Retail and the Future: 00:01:00 •Strategy and the Future: Strategic Planning and Sense Making: 00:02:00 •Strategic Process Principles: 00:01:00 •Core Strategic Thinking: 00:01:00 •Summary: 00:01:00

Client Care Certification Each business needs a strong client interface. Regardless of whether you have workers occupied with direct deals or a little office managing client enquiries, client collaboration, care and administration is crucial to an association's prosperity. Seeing how to convey brilliant client care is as critical to a call place specialist as a dental secretary. This short course gives a fantastic general prologue to client care, which is reasonable for any industry. It is ideal for section level representatives, just as more experienced laborers, who might be perceiving changes in the manner by which they need to manage clients. It very well may be of advantage running close by an association's own enlistment and instructional classes, just as an independent course. The course is educated in 5 modules: 'Presentation', 'Client drove approach', 'Initial feelings', 'Viable Communication' and 'Dealing with Complaints'. What's Covered in the Course? Enlisted workers will cover the accompanying points: What client care is and why it's so imperative to the two clients and the accomplishment of the business; Manners by which to gauge the experience of the client, so the data can be utilized for future achievement or to recognize changes that should be made; Instructions to utilize a client drove approach in the working environment, to help both the business and the client; Step by step instructions to offset amicable assistance with viable help, during every association with a client; The most effective method to be gracious and kind to each client; The most effective method to deal with the troublesome and fierce client; The estimation of initial feelings and how to make them; The most effective method to create and utilize undivided attention abilities with each client, for a positive encounter, each time there is a communication; Instructions to complete each collaboration with a client in a positive manner; Step by step instructions to successfully deal with grievances and achieve a positive goal that benefits both the client and the business. What are the Benefits of the Course? The colleague gets a thorough prologue to the critical parts of client care and administration; Client care is made uniform across your association, for all representatives who acquire the affirmation; A far reaching schedule is conveyed in a brief timeframe, with clear advantages to both the representative and the business; Representatives can concentrate deftly, close by work, through any web empowered gadget.

Recognizing and Exceeding Customer Expectations Certification Understanding who your clients are and what they need is significant in the present quickly changing business world. With such countless choices out there, your business should stick out, on the off chance that you need to keep and draw in faithful clients. This course will help you in recognizing and surpassing the necessities of your clients, so you can do exactly that. The course will get going by giving a prologue to client needs and your special selling point (USP). It will at that point proceed to talk about manners by which to decide your client target market and how to distinguish and surpass their requirements. You will Learn: The most effective method to distinguish your one of a kind selling point (USP) and how this connects to client needs The most effective method to distinguish who your clients are Various methods of recognizing and surpassing client needs The significance of recognizing and surpassing client needs Advantages of Taking this Course: Your insight will permit you to accurately recognize and introduce items and administrations that address your clients' issues You will be prepared to assemble more grounded associations with clients You will figure out how to hold existing clients and draw in new ones Your abilities will help acquire steadfast clients that buy from you all the more often

Client Retention Certification Each business should manage disappointed clients every once in a while. Seeing how to determine client complaints so they return later on is critical to growing a business' benefits and notoriety. In this course, you will realize how fruitful organizations deal with hold their clients and how they utilize the standards of incredible client assistance to rapidly resolve objections. You will figure out how to speak with troublesome clients, how to utilize grievances as a chance to improve and how your demeanor can have a significant effect in settling a difficult circumstance. You Will Learn: Why each client merits remarkable help and how to react if a client submits an outlandish question The most effective method to cause a client to feel esteemed and regarded The most effective method to tune in to a client, show sympathy and pose the correct inquiries when they submit a question Why staff need to have adequate foundation information on the items and administrations they are selling Why critical thinking is a key ability you should create to appease a disappointed client Advantages of Taking This Course: On the off chance that you work in client care or aftersales, this course will show you how to determine client complaints rapidly and productively In the event that you direct representatives who work in client assistance, this course will assist you with investigating issues and improve consumer loyalty The relational abilities you will learn on this course are appropriate to other business circumstances, for example, haggling in gatherings This course will help you rethink client objections as a chance to improve the business, which thus will expand income

Gaining Customer Testimonials Certification Client tributes are a compelling manner by which to rouse trust in forthcoming customers, conquer questions that they may have with respect to your item or support and improve your organization's standing. Be that as it may, acquiring solid tributes requires great planning, an essential comprehension of buyer brain research and a comprehension of how a tribute ought to be organized. This course will show you how to get clear, convincing tributes from fulfilled clients. You will Learn: Why client tributes should assume a vital part in your promoting and publicizing procedure and the segments of a solid tribute When to ask a fulfilled client for a tribute The most effective method to utilize organized messages, overviews and criticism structures to assist you with ordering an extraordinary tribute Instructions to request criticism without violating the law or distorting your item Advantages of taking this Course: Entrepreneurs from all industry areas will profit by figuring out how to get tributes that will help drive future deals In the event that your work involves assembling advertising material, this course will show you how to add tributes that will tempt expected clients On the off chance that you work in after-deals or client service, this course will help you ask for and acquire valuable criticism from clients that won't just frame the reason for tributes, yet will likewise help improve your organization's items In the event that you are an entrepreneur, this course will assist you with comprehension and follow your obligations under the law concerning the utilization of tributes

Helpdesk Support Analyst Certification Finding out about the Helpdesk Support Analyst position is fundamental for every individual who needs to grow their insight on each part of this imperative work - regardless of whether you are a hopeful examiner hoping to get your fantasy work, or a current investigator hoping to hone your range of abilities. This course gives an extensive manual for the capabilities and abilities required, just as an intensive knowledge into the every day assignments of a helpdesk support expert. From master tips on getting into the business and components to underline in interviews, to a full portrayal of the individual characteristics and specialized ability required on an everyday premise, this course covers all you require to think about turning into an effective helpdesk support examiner! You Will Learn The capabilities and experience required for the work A thorough manual for the day by day errands and difficulties confronted The specialized abilities needed to play out the work viably The crucial individual qualities needed to both dominate in the position and underline in meetings to find the work Advantages of Taking This Course You will get the helpdesk support investigator occupation you had always wanted You will improve your resume and hone your meeting abilities You will expand your odds of the advancement you've been searching for You will expand your customer base by offering an effective and expert help

Vis-à-vis Customer Service Certification Phone and web based client assistance is presently the standard, however vis-à-vis client care is as yet a vital ability in numerous areas. Regardless of whether you are managing a client protest or meeting with a drawn out customer to examine their requirements, great correspondence and a readiness to comprehend their viewpoint is fundamental. In this course, you will figure out how your demeanor, verbal correspondence and non-verbal communication all decide the result of a cooperation with a client. This information will furnish you with the capacity to offer remarkable support without fail. You Will Learn: Why you should endeavor to make a good initial feeling and how to tune in to a client with the goal that they feel heard. Why you should be delicate to a client's necessities and how you can develop your comprehension of their circumstance. The most effective method to utilize your non-verbal communication to pass on power and decisiveness. How your grin, voice, signals and handshake would all be able to be utilized to acceptable impact when meeting somebody interestingly. Advantages of Taking This Course: On the off chance that you work in client assistance, this course will show you how to make an incredible initial feeling that will make managing customers a lot simpler. In the event that you work in deals or advertising, this course will give you an outline of how basic acclimations to your attitude can persuade a client that your items or administrations are ideal for them. In the event that your work isn't deals based yet at the same time expects you to invest a great deal of energy speaking with others, the adaptable abilities you will master on this course will improve your overall relational viability. This course will prepare you to deal with testing discussions in a discretionary way, which is helpful in your expert and individual life.