Instructor Led Outcomes Training - Training Resources

Senior Management Course This two day Public Senior Management Course is suitable for those who have held a management role for some time - as a line manager or team leader - and who are now being asked to step up to senior management. This is an experiential course and participants will find themselves involved in recreating and re-running real interpersonal situations using the learning of each day to create more  more...

Senior Management Skills Training This two day Public Senior Management Course is suitable for those who have held a management role for some time - as a line manager or team leader - and who are now being asked to step up to senior management. This is an experiential course and participants will find themselves involved in recreating and re-running real interpersonal situations using the learning of each day to create more  more...

Leadership Development Course This two-day Public Leadership Course is suitable for anyone taking on a leadership role. The work is experiential and participants will find themselves involved in recreating and re-running real interpersonal situations using the learning of each day to create more positive outcomes.  more...

Leadership Development Skills Training This two-day Public Leadership Course is suitable for anyone taking on a leadership role. The work is experiential and participants will find themselves involved in recreating and re-running real interpersonal situations using the learning of each day to create more positive outcomes.  more...

Conflict Management Course ...and practical exercises designed to create more effective outcomes. There are few fantasies in life that are more potent than the "if only" ones. And there are few "if only" fantasies that are as strong as "If only he/ she weren't so bloody difficult then my life would be so much better." This conflict management course helps you understand that solution lies with you, not them.  more...

Conflict Management Skills Training ...and practical exercises designed to create more effective outcomes. There are few fantasies in life that are more potent than the "if only" ones. And there are few "if only" fantasies that are as strong as "If only he/ she weren't so bloody difficult then my life would be so much better." This conflict management course helps you understand that solution lies with you, not them.  more...

NLP Master Practitioner Training ...to quickly and efficiently guide clients to their desired outcomes. You will learn the foundation of language and how to design your own patterns. A very large amount of current NLP practice is based upon the work of Milton Erickson, a hypnotist and psychiatrist. NLP co-developer Richard Bandler also utilizes hypnosis in all his courses and seminars. If you want to be as effective as the NLP  more...

Project Management with NLP Project Management is the discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals. It is a defined set of activities that uses resources (money, people, materials, energy, space, communication, motivation, etc.) to achieve the project goals. Despite the sophisticated tools that have been developed over many years, still many  more...

Culture Diversity Program ...nd how it affects behavior. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understanding the meaning of culture and its value. Know how Culture Affects Behavior. Learn the Impact Of Cultural Values Identify the Basics of Culture Through Work. Realize the Cultural Differences. Recognize the Cultural  more...

Problem solving and decision making ...rms of objectives and issues. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand Effective Problem Solving definition. Learn Effective problem solving process Recognize Effective Problem Solving Strategy Identify Creative Decision making definition Learn Effective Steps in Decision-Making Process  more...

Outsourcing Management This program was designed to highlight the importance of outsourcing models, advantages of the outsourcing and how to benefit from it. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand what is outsourcing mean Understand the models of outsourcing Chose the right partner to be the outsourcing Target  more...

Quality calibration and call monitoring ...am with the coaching process. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Score Calls. Understand objective measurement. Clarify Objective and Impartial Feedback. Understand the basics of recording and assessment of live data. Prepare real time data. Using web based access. Produce tailored reports  more...

Stress management More and more employees are experiencing daily stress, pressure, long hours or rapid change. The nature of employment has now changed, and the idea of a job for life has been replaced by an emphasis on performance. How do you manage your stress levels? The relaxation and stress management classes are about crisis control a methods of restoring your sense of well being when things go wrong.  more...

Team building ...t new and challenging goals. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify conditions for a team to work best. Understand team Effectiveness. Know stages involved in team building. Identify types of teams and their relative advantages and disadvantages. Recognize characteristics of well-functioning  more...

Time Management Time management is a set of skills, tools, and systems that work together to help you get more value out of your time with the aim of improving the quality of your life, we all know that everything takes longer than we believe it will. Plan as you may, you will almost always run out of time before you run out of work. This program is designed to improve your time management skills so you can work  more...

Workforce management As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or  more...

Effective Meeting Skills Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Conduct a productive, motivating meeting. Improve meeting quality and stay on agenda. Review key issues and ideas for effective implementation. Target Audience: Supervisors, project managers, and anyone else who conducts meetings at work  more...

Motivation Skills ...Outcomes: By the end of this program, participants will have been able to: Understanding of motivation definition. Realizing the relation between motivation and performance enhancement. Understand how people can be motivated in many different ways. Understand the concept of motivation from a theoretical perspective as well as a practical perspective. Understanding  more...

Interviewing Skills ...Outcomes: By the end of this program , participants will have been able to: Analyze Position & the Mandatory Success Factors Identify Beginning the Selection Process Recognize the relationship between the Resume and the Interview . Be Aware of the right questions, Pre-Employment Tests and checking references. Be Familiar with Pre-Employment Tests. Master  more...

Coaching For Success ...Outcomes: By the end of this programme, participants will have been able to: Understand Definition and Benefits of Counseling and Coaching. Recognize Why Managers Avoid Coaching or Counseling. Realize Characteristics of Effective Coaches and Counselors. Identify When to Counsel or Coach. Master How to Give and Receive Feedback. Recognize Why Managers Avoid  more...

Discipline Management In our culture, discipline can is a major problem facing corporate. In this course you will get your hand on the causes and solutions to beneficial discipline management. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the purpose and reasons for implementing the companya s disciplinary procedure. Know the  more...

Performance Management Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the aims  more...

Presentation A Presentation is a fast and potentially effective method of getting things done through other people. In managing any project, as public speaker, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your career, especially when you are working in the big competitive world.  more...

Project Management ...project management context Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify the project phases and life cycle. Specify realistic objectives to stakeholder needs. Realize project management processes. Identify clear project scope management. Apply effective project integration management. Estimate  more...

Reward and Compensation Compensation and Reward system plays vital role in a business organization. Since, among four Ms, i. e. Men, Material, Machine and Money, it can shift your company to the next level. In this course youa ll identify the process to apply the best reward system. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Be aware of the role of  more...

Change Management ... ever changing environment. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Plan for the implementation of Change Management. Set priorities and assess the impact, cost, benefit and risk of proposed changes. Organize the Request for Change (RFC) authorization process. Prepare for and manage the Change Advisory  more...

Conflict Management ... into a productive force. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify exactly what conflict is, why it arises and how it can be utilized for maximum benefit. Recognize the various stages of conflict and preventing them from escalating. Deal with conflict with a greater awareness of the conflict management  more...

Crisis Management Effective crisis management is accomplished through prompt response, early and continuous communication and effective execution. In this course, youa ll respond to crisis in a deferent and efficient way. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the elements and Steps to crisis management. Identify Crisis  more...

Cross and Up-Selling Techniques ... and overcoming resistance. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Learn how to match your customera s needs to the accompanying products and services that you offer. Learn effective questioning techniques to create sales opportunities. Learn when to cross sell and when to up sell. Learn how to overcome  more...

Customer Focused Selling Skills ...ughout the sales process. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Determine the meaning and significance of customer-focused selling in your workplace. Develop relationship with customers based on trust and credibility. Identify the needs and preferences of your customera s desire to buy. Use effective  more...

Master Outbound Skills ...th prospective customers. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Recognize and understand the structure of an Outbound Call. Learn the difference Inbound vs. outbound. Learn How to turn customers on to your proposition (Magical Moment). Learn Creating Your Unique Selling Proposition (USP). Master the  more...

Negotiation Skills ... having exceptional capabilities in achieving the desired outcomes. How do they do that? Through one common skill: Superior negotiation. Negotiation represents the highest art of communication and requires the most challenging skills and competencies to always achieve win-win outcomes. This program examines tools and techniques managers and executives need to acquire to become more  more...

Complaints handling The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it  more...

Customer Loyalty and Retention Program ... program in your company. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the definition of loyalty Recognize the Great Value Of Loyalty Defining customer satisfaction based on his expectation. Differentiate Loyalty and satisfaction a which is more long term and important Learn the magical ways  more...

Customer Relationship Management ... success of the business. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand CRM definitions and concepts Realize why CRM is essential to the future of your company Understanding of the latest strategies that can lead to a profitable CRM philosophy for your company. Know what customer relationship  more...

Customers types and behavior ... customer are all about. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: We will know the types of customers. We will know the color of customer as in mind set. We will know how to treat them right way with no problem or even if there is . We will know how to know which category are he or she , without talking  more...

Foundation of Customer Service Program ... quality service measures. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify who the Customer is? Understand Customer Service definition. Understand what our client's expectations from us. Understand the foundations of providing excellent customer service. Realize the difference between quality and bad  more...

AT&T Certification for Managers ...nage your Contact Center. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: How to integrate the contact centre vision into strategy "goal setting formula" Fundamental of project management in call centre environment Vendor management selection criteria Review the competency profiles for effective hiring  more...

AT&T Certification for Supervisors The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

AT&T Certificate for Call Center Team Leaders The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

AT&T College of Call Center Excellence For Agents The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help better strengthen your agenta s overall skills and give them new techniques to improve  more...

Communication Skills Program ... benefit your organization. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: - Understand the communication definition and the importance of communication Skills. - Identify the communication process. - Realize communication barriers. - Explore new communication techniques and procedures. - Knowing communication tactics. -  more...

Inbound Skills Program ...h role plays and videos. Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Recognize Fundamental inbound customer service skills. Understand difference between Call flow and Call customization. Master Listening skills. Empowering listening level & techniques. Understand the basic speaking components.  more...

Business Writing Skills Program ...vices, or ideas to others. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: - Identify primary information and focus readers' attention on it, - Write convincingly and persuasively, - Create letters, memos, reports, and email that consistently achieve the intended impact, and - Use a writing style and tone appropriate to the  more...

Prevention of Medical Errors for RNs and LPNs ...nts, breast cancer or AIDS. While not all adverse patient outcomes are due to medical error, medical errors represent adverse outcomes that are preventable with our current state of medical knowledge. It is therefore imperative that all healthcare professionals recognize the factors contributing to the occurrence of medical errors, in order to develop more effective processes to prevent their  more...

Pediatric Advanced Life Support (PALS) - Refresher Certification ...ritically ill infants and children, resulting in improved outcomes. Skills taught include recognition and treatment of infants and children at risk for cardiopulmonary arrest; the systematic approach to pediatric assessment; effective respiratory management; defibrillation and synchronized cardioversion; intraosseous access and fluid bolus administration; and effective resuscitation team  more...

Pediatric Advanced Life Support (PALS) - New Certification ...ritically ill infants and children, resulting in improved outcomes. Skills taught include recognition and treatment of infants and children at risk for cardiopulmonary arrest; the systematic approach to pediatric assessment; effective respiratory management; defibrillation and synchronized cardioversion; intraosseous access and fluid bolus administration; and effective resuscitation team  more...

Interviewing Skills Interviewing techniques are often used on a daily basis. However, without sufficient knowledge or support, there are a number of common mistakes and pit-falls. The consequences of a poor interview can be costly, whether it is a bad recruitment decision, an ineffective performance review, or an inaccurate/incomplete investigation. Interview Skills training from H2 will equip participants with  more...

Balanced Scorecards ...nt to provide feedback on internal processes and external outcomes in order to improve strategic performance and operational results. The Balanced Scorecard has become established management best practice for many of the worlda s leading businesses. We can conveniently think of BSC as consisting of 10 steps. * Clarify the vision. * Develop business unit. * Eliminate non  more...

ISO 9001-2000 Quality Management Systems and Implementation The process of a systematic examination of your system performed at predefined time intervals to give you a feedback around both the internal business processes and external outcomes in order to continuously improve strategic performance and results.  more...

SmartStorming 101 Basic Training This 1-day training program is ideal for introducing your group to the fundamentals of SmartStorming ideation technology. It provides an overview of the breakthrough SmartStorming process and its principles. Participants learn how the 6-Step SmartStorming Structure will dramatically improve ideation session flow and outcomes. They also experience first-hand how the programa s basic tools and  more...

Introduction to Rational Emotive Behaviour Therapy ...hink their situations in order to produce less distressed outcomes. Location and time: Hebden Bridge, Saturday 15th August 2009; 10. 00am to 4. 00pm A Certificate of CPD for six hours will be issued. Cost: 44. 00 per delegate. Payment: By cheque to ABC Coaching and Counselling Services, 27 Wood End, Keighley Road, Hebden Bridge, West Yorkshire, HX7 8HJ. Full payment should be  more...

Leading a Winning Team Making the link are offering clients selected opportunities to develop Leadership and Management teams, with up to 1000 funding from the Leadership and Management Advisory Service. Now is the time to invest with confidence in team development solutions that take business performance to a higher level. MTL work with clients to deliver exceptional business results, using a combination of  more...

Elementary Structural Design Workshop ...al experience and the work in design offices. Expected Outcomes: This course will introduce you to the current codes and standards that govern structural design, including the structural provisions of the National Building Code of Canada NBCC 2005. You will also learn: * Basic understanding of codes and design methods. * Understanding of how to calculate the environmental and  more...

Advanced Wastewater Treatment Design ...sses applied in wastewater treatment plants. Learning Outcomes It is expected that the participants, at the completion of this workshop, should attain the working knowledge to accomplish the following: * Characterize waste and prescribe the type of treatment that will be required to meet government standards for proper management and disposal. * Master the principles of waste  more...

Theory and Practice of Nutrient Removal Description Operators, engineers, designers and managers involved with wastewater treatment plants aim for a thorough understanding of biological treatment processes in order to achieve the expected performance. The course stresses the understanding the fundamentals and bridges the theoretical considerations with the practical aspects of operation. Objective To provide comprehensive  more...

Focus on Facilitation Certification ...en work in groups to combine the tools to produce various outcomes. Those who earn their certifications will be the first trainers qualified to teach the End-User workshop. It's a ground-floor opportunity. This certification enhances your ability to insert Lateral Thinking and Direct Attention Thinking within the Six Thinking Hats framework. You will be prepared to transfer this ability to  more...

Coaching and Counseling ...and guiding them through issues are included. EXPECTED OUTCOMES At the end of the training, the participant will be able to: 1. Identify why employees don't perform well and practice selecting appropriate solutions to practice and "real" case studies. 2. Increase the effectiveness of counseling results by recognizing personal biases and experiences that influence counseling  more...