Is an innovative and exciting new interactive learning tool from Class 1 Consultants Ltd, the European Learning and Development Award nominated company based in the UK.

This one day course promotes thinking talents and introduces new ways of approaching challenges for optimum results. This session helps delegates recognise their talents and the talents of their colleagues which is the key to improved problem solving and decision making.

Collaborative intelligence is the flow of energy and information within and between us.

Most importantly, delegates will learn how to make the most of the intellectual diversity that surrounds them. This course will increase and improve communication and cooperation across departments and functions.

Through a diverse range of challenges the delegates digest information, think through the task, weigh up multiple choices, and make decisions before turning the plan into action. The learning comes from observation and self-evaluation. We learn more when things don’t turn out the way we planned. Three key elements make the day a must for business leaders of the future.  Competitive intelligence when the bar is raised to a new height through natural competition to be the best.  Collective intelligence when we prove that collectively we know more together than any one individual.  Collaborative intelligence is the mind share which allows the delegates to recognise the expertise present in the room which is a critical component to improving outcomes.

Collaborative Intelligence is educational, engaging and entertaining – embrace the day and enjoy.

This workshop will introduce you to a structured approach but will also give you the tools to take back to the workplace and ensure that the annual appraisal session is part of a well oiled, motivational and developmental process.

With tutor input, group discussion and practical exercises, you will feel more confident and positive about preparing, implementing and encouraging others in the benefits and uses of all year round performance management.

The benefits to you and your organisation: By the end of this course participant’s will be able to:

• Feel confident in setting up and running appraisal meetings with your staff
• Understand the importance of the all year round approach to appraisal through performance management
• Be able to handle difficult situations before and during the appraisal meeting
• Be able to confidently promote effective performance management throughout your organisation!

Content: Introduction to performance management – How it benefits the individual, the team and the organisation – The all year round approach and where appraisal fits in – Understanding how regular reviews will enhance performance, motivate people and increase performance – Planning and preparation for before, during and after the appraisal meeting – Gathering facts and information from the last period – Setting the tone with room, atmosphere and approach – Running and controlling an effective and productive meeting – Follow up, delivering promises and aiding continuous development – Setting Targets Setting S.M.A.R.T objectives to help motivate individuals and teams – Skills to help – question structure; active listening; basic body language – Handling difficult people and situations – Giving and receiving feedback

Target Audience: Those who conduct formal performance appraisal reviews with staff.

This programme is a highly interactive, practical and learner-focused course, enabling participants to help add value through positive customer care, improve their understanding of the customers’ needs and expectations, and understand the benefits to themselves and the organisation of treating customers individually. Objectives.

The benefits to you and your organisation: By the end of this course you will be able to:

• State the value added by good customer care and recognise the tell tale signs of good and bad service experiences
• Demonstrate a clear understanding of what customer care is about.
• Understand its importance to the organisation’s success.
• Appreciate why the initial contact is so crucial
• Understand customer types – assessing their varying requirements, circumstances, needs and expectations.
• Deal with difficult customers – how important it is to control emotions and recognise the link between emotion, attitude and behaviour
• Use effective questioning techniques and comprehend the difference between listening and hearing
• Understand the relationship with internal customers – The silent service v build rapport with customers
• Deal with angry, aggressive and abusive customers
• Respond positively to problems – turning negatives into positives

Content: – Customer care statistics – The iceberg theory – Organisations recognised for exemplary customer care – Why it makes good economic sense to drive for customer satisfaction – Customer relationship management – Customer profiling – Who is the customer and why are they all different? – Building rapport by using effective verbal, vocal and visual communication – Asking key questions, being seen to listen using positive body language – Ensuring customer satisfaction – Turning positives into negatives – Dealing with internal customers – Tools and techniques of Customer care – Putting the customer first and making a lasting impression – Dealing with difficult, angry, aggressive and abusive customers

This course provides essential materials for facilitators including simple but effective ground rules for successful and effective group interaction. The programme is concise and to the point using tried and tested techniques that ensure meetings get off to the best possible start and more importantly ends them positively, decisively and satisfactorily.

The benefits to you and your organisation: By the end of this course you will be able to:

•    Serve as a facilitator in your own or other Organisations
•     Enable groups to become more effective
•     Comprehend the approach to facilitation
•     State the role and personal profile of the perfect facilitator
•     Demonstrate the tools, techniques and methods utilised for facilitation purposes
•     Facilitate effectively and gain commitment from groups
•     Understand group dynamics
•     State the ground rules which enable groups to work effectively
•     Determine if, when, why and how to intervene to best effect

• Develop the skills to be able to communicate clearly and confidently.
• Build rapport with, and respect from, peers, reports and managers.
• Recognise the implications of poor organisational communication.
• Be better prepared to deal with your own emotions and those of others.

Content: Self Awareness – Identify a range of verbal and non-verbal factors which affect others – Assess personal strengths, weaknesses and opportunities. – Understand the principles of Emotional Intelligence – Learn Self Control and Impulse Control Communicating Style – Communication Techniques: conveying ideas and information effectively; clarity and brevity; building rapport and trust; dealing with misunderstandings; effective questioning. – Active Listening – listening with the intention of understanding – Understanding Body Language Positive Messages – The importance of positive messages – Confidence and positive beliefs. Conflict Resolution – Resolving unproductive conflict; personality clashes; – Handling difficult people; avoiding and handling destructive situations; managing ‘the grapevine’. – Creating options Influencing Styles – Selecting the appropriate style to match the situation and personalities involved – Considering approaches for modifying behaviour Basic strategies for dealing with Assertiveness – Ten tips on assertiveness – The difference between being Assertive and being Aggressive Assertive Outcomes – How to achieve win/win or remain firm when things are non-negotiable, ie saying ‘no’. Assertive Options – How to make your assertions – those for everyday use and others when firmness is needed. Aggression from Others – Understanding how to deal successfully with ‘put-downs’ and sustained forms of aggressive behaviour from others Private and Confidential – Retaining friendships in difficult situations – The need for confidentiality in the workplace Understanding reactions to change – State the Change Management process. – Prepare and plan for change. Manage the human side of change, not just the business side.

Target Audience: Anyone who is faced with the challenge of dealing with people and personalities in the workplace.

• The benefits of planning
• Why we don’t plan
• Plan your month, plan your day, plan horizontally
• The 4 D’s principle
• Delegating
• Managing meetings, managing interruptions,
• Managing email
• 20 Rules for effective time management

Day 2 Leadership – Leading the Team

• Characteristics of a good leader
• Comparison of leadership styles
• Identifying the individual’s personal leadership style
• Definition of a workplace team
• Advantages and disadvantages of working in a team
• Team dynamics and team roles
• Integrating new members into a team

Day 3 Conducting Appraisals and Effective Communication

• McGregor’s X and Y Theory
• What is the aim of an appraisal
• What you need to plan prior to an appraisal
• The structure of the appraisal
• Giving feedback
• Setting SMART Objectives
• Effective Communication – The Three V’s

Day 4 Managing Change and Motivating Staff

• Reasons for change
• Types of change
• Impact of change
• Managing the reaction to change
• Overcoming resistance to change
• Change models – Lewin, Letwin and Burke, Force Field Analysis
• Motivating staff

• Preparation and planning
• Introductions and conclusions
• Control anxiety and mannerisms
• Clear structure and focus
• Appropriate visual aids

Session 2 Persuading, Influencing and Negotiating

• Using influence effectively
• Assessing your own style
• Cialdini’s 6 weapons of influence
• Proven negotiation tactics
• 20 Laws of subtle persuasion

Session 3 Decision Making and Problem Solving

• KNOWLEDGE ASSESSMENT 1 – (Team Briefings & P.I.N.)
• Identify the types of decisions you face as managers
• Select the most effective course of action for each decision
• Apply analytical, creative and reasoning skills to practical problem solving
• Use the six universal questions to solve problems

Session 4 Personal Effectiveness

• Interact effectively and confidently with different types of people at all levels within and outside the company
• Achieve results through and with people over whom they do not have line authority
• Gain a deeper insight into what affects your own and others behaviour

Session 5 Knowledge & Skills Assessment

• KNOWLEDGE ASSESSMENT 2 – (Decision making & personal effectiveness)
• SKILLS ASSESSMENT 1 – (practical team briefing 10 minutes)
• Tutor feedback

• The benefits of planning
• Why we don’t plan
• Plan your month, plan your day, plan horizontally
• The 4 D’s principle
• Delegating
• Managing meetings, managing interruptions,
• Managing email
• 20 Rules for effective time management

Day 2 Leadership – Leading the Team

• Characteristics of a good leader
• Comparison of leadership styles
• Identifying the individuals personal leadership style
• Definition of a workplace team
• Advantages and disadvantages of working in a team
• Team dynamics and team roles
• Integrating new members into a team

Day 3 Conducting Appraisals and Effective Communication

• McGregor’s X and Y Theory
• What is the aim of an appraisal
• What you need to plan prior to an appraisal
• The structure of the appraisal
• Giving feedback
• Setting SMART Objectives
• Effective Communication – The Three V’s

Day 4 Managing Change and Motivating Staff

• Reasons for change
• Types of change
• Impact of change
• Managing the reaction to change
• Overcoming resistance to change
• Change Models – Lewin, Letwin and Burke, Force Field Analysis
• Motivating staff