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- 1. Your role and what it involves
1. Your role and what it involves
- Price:
- £79.00
- Rating:
-
- Availability:
- Available for immediate download
Product Description
A complete set of professionally designed training materials to run a 4 to 6 hour soft skills training and development event. Complete with detailed facilitator notes, delegate workbooks, pre and post course ideas, appropriate skills models, exercises with briefing notes, visuals, handouts and an optional train the trainer by phone/screen sharing included.
Course details
During this course delegates explore the reasons why the business exists, the vital role that each individual plays within it and what is specifically required from that role. The skills, attitudes and behaviours required to be effective in the role are identified and the importance and impact of displaying the right behaviour to customers is discussed. The 4 steps for effective customer service and relationship building are explored and the top 6 skills required to be effective in the job are identified. Delegates then identify and measure their own strengths and development needs in these skills areas.
The vision and objectives of the company and team are discussed, individual job descriptions are reviewed and these are then linked to how they enable the company and team to achieve its vision and objectives. Everyone aligned and working towards a set of common goals and objectives. The strengths and weaknesses within the team are reviewed, along with a ‘TEAM’ approach methodology. Ideas are explored to maximise these strengths and minimise any weaknesses within the team
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation.
Course objectives
Explain the main purpose and function of the role
Define the primary skills, tasks and behaviours required
Explain where and how the role fits into the company structure
Explain the importance of attitude and how this is created
Identify individual as well as team strengths and development areas
Begin the process of designing a personalised development plan
Course content
Introduction and objectives
4 principles for effective customer service and building positive relationships
The role, skills, behaviours and tasks required for the job
Job descriptions, company vision and departmental objectives
The link between behaviour and attitude. Creating the right impression
Review exercise and feedback
Course benefits
Builds loyalty to the organisation
Demonstrates the importance of the role within the bigger picture
Ensures role understanding
Encourages self development
Promotes a sense of belonging
You can download our complete course brochure below (PDF 584 KB)
Download it here
