Online Courses for Business

Transcription

1 Online Courses for Business NPT: / Powys: learndirect@nptcgroup.ac.uk

2 Why learndirect? Are employers asking for skills and qualifications that you don t have? Do you want to build your self-confidence and improve your skills? If so, we ve got a range of courses that are flexible and designed to fit around you and your lifestyle. This means you can carry on working, looking for a job or running a home while learning with us. So, whatever your reason for learning, we can help you achieve a nationally recognised qualification and reach your goals. How much will my learning cost? All our courses are very affordable and in most cases funding is available to cover the cost. How much you pay will depend on your personal circumstances. Our friendly staff will talk you through this and let you know right from the start if you re eligible for funding. Where will I learn? Anywhere that you have access to the Internet! All our courses are available online so you can learn at a time and place that suits you - from the comfort of your own home in the evening or weekends, in the workplace during lunch breaks or quiet periods, or in one of our centres. Our Centres: Pontardawe Campus Queen Street Campus Brecon Beacons Campus Newtown Campus Ystradgynlais Campus Neath YMCA Port Talbot Library Sandfields Library Baglan Library Cwmavon Library Cymmer Community Library Resolven Building Blocks Glynneath Training Centre What if I need help while I m learning? For most of our courses, you ll have your own personal tutor who ll support you while you learn. This will either be in person, or by or over the phone. You can also use our online community. The community is there to give you support and advice, or just for you to make new friends and chat with other learners. We ve already helped more than 2.8 million people transform their lives by gaining a new skill or qualification, so how can we help you?

3 Customer Service & Retail Level Course Code Delivering Good Customer Service PV005 Free Meeting Customers' Expectations PV006 Free Introduction to retail PV001 Free Understanding customer service in retail PV002 Free QCF Customer Service Courses (Workbooks) Level Course Code Communicate using customer service language CS Deal with customers face to face CS Deal with incoming telephone calls from customers CS Deliver reliable customer service CS Develop customer relationships CS Develop personal performance through delivering customer service CS Follow rules to deliver customer service CS Give customers a positive impression of yourself & your organisation CS Process customer service information CS Resolve customer service problems CS Want to enhance the reputation of your business? To make your customers so happy they tell other people about you? Then our customer service courses are for you.

4 QCF Customer Service Courses (Workbooks) Level Course Code Deal with customers in writing or using ICT CS Demonstrate and understand customer service CS Gather, analyse and interpret customer feedback CS Improve the customer relationship CS Lead a team to improve customer service CS Monitor and solve customer service problems CS Organise the delivery of reliable customer service CS Organise the promotion of services or products to customers CS Process customer service complaints CS Promote continuous improvement in customer service CS Understanding rules that impact on improvements in customer service CS Use customer service as a competitive tool CS Work with others to improve customer service CS Customer Service Online Courses Level Course Code Building relationships with your customers CS Creating a good first impression CS Developing your customer service performance CS Giving good customer service CS Improving your body language CS Good customer service is of vital importance for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money

5 Customer Service Online Courses Level Course Code Being competitive - stand out from the crowd (A14) CS Building relationships - aim to exceed expectations (B11) CS Complaint procedures - a structure for solutions (C7) CS Difficult situations - a guide to dealing with problems (C5) CS Effective communication - dealing with customers in writing (A13) CS Organisation - the secret of successful service delivery (B10) CS Promotion - the first step to reaching your customers (A15) CS Reflection and development - continuing improvement (D9) CS Rules & regulations - a guide to your responsibilities (F4) CS Understanding customer service - get the essentials (F3) CS Working with others - a guide to making a difference (D8) CS Sales and Customer Service Complaints and quality management: Quality through customer service 30 Demanding customers: Customer care made PERFECT 26 If looks could kill 26 Who sold you this, then?: Effective after-sales service 26 Customer Service Objectives Questionnaire Design and Analysis 32.50

6 Sales and Customer Service Understanding Customers 39 Delivering Quality Social Media Marketing for Dummies 26 Understanding Quality On the receiving end: Making call centres more effective 26 The Yes project 26 The art of selling 26 Building Relationships with Customers Complaints: Five tactics for Handling Complaints 26 Improving Your Verbal Communication Skills Keeping Your Customers Happy 26 Managing Customer Data 26 Solving Customer Service Problems 26 Sell it to me! Parts 1&2: Essential Skills for all Sales People 26 Skills for Work (Recruitment) Essentials of Interviewing 20 Behavioural Interviewing 20 learndirect courses are delivered using the Internet, at your own pace making learning easier for you, and once you complete your course with us, you will receive a learndirect certificate of achievement.

7 Professional Development (Analysing Skills) Analysing Information Gathering Valid Information Problem Solving Skills 39 Using Information for Decisions 39 Information Awareness Managing Information 26 Professional Development (Communication Skills) Assert Yourself 26 Briefing Skills Briefing the Team Building the Team Communication Process Communication Skills 26 Dealing with Problems Effective Communication Giving and Receiving dback I wasn t prepared for that: Overcoming the fear of making presentations 26

8 Professional Development (Working in a Team) I d like a word with you: The discipline interview 26 Influencing and Negotiating 26 Interpersonal skills and trust 39 Non-verbal Communication 26 One-to-one Communication Resolving Conflict Working Relationships Working with Others 26 Written Communications You ll soon get the hang of it: The techniques of one-to-one training 26 Inside Information 26 Professional Development (Communication Skills) Delegation Jamie s Kitchen: 15 lessons on teamwork 26 Maintaining Discipline Managing Performance 39 Motivating the Team Negotiating: Tying the Knot: A Skill for Life 26 Performance Matters: The need for constructive criticism 26 Performance Matters: The importance of Praise 26 Project Management: Leading a project team 26 Team Structure 32.50

9 Professional Development (Working in an Office) 30 Ways to make more time 26 Absence Minded 26 Developing Yourself Organising Yourself 26 Effectiveness and Efficiency Europe International Context 26 Organisational Culture How am I doing? 26 Sales and Marketing Financial Management Communication Skills Customer Service E-Commerce Managing Information Change Management Starting your Business Growing and Developing your Business Sage

10 Professional Development (Working in an Office) Ideas into action 26 Identifying Self Development Needs The Ultimate Stress Show: Managing Stress 26 Manage Own Stress Minimising Stress 26 Going to a meeting (Parts 1&2) 26 Managing Successful Meetings 26 Meeting Meetings, bloody meetings: Making meetings more productive 26 More bloody meetings: The people side of meetings 26 Networking 26 Self-Development Planning and Preparation 26 Planning Work Producing Project Reports Producing Documents to Agreed Standards 26 Put it in Writing 26 Report Writing: The art of writing a good report 26 Time Management Making Time 26 Training 26 Leadership and Management (Budget Management) Cost Benefit Analysis Financial Environment 39 The Balance Sheet Barrier - The Basics of Business Finance 26 Understanding Costs Working to a Budget 32.50

11 Leadership and Management (Budget Management) SAGE 50 Accounts SAGE Bookkeeping Stage SAGE Bookkeeping Stage SAGE Instant Accounts VAT In SAGE Accounts 104 SAGE Bookkeeping Stage 1 - Exam 40 SAGE Bookkeeping Stage 2 - Exam 40 Management Courses Level Course Code Manage Own Stress SM Understanding Customers SM Time Management SM Implementing Change SM Planning Change SM Using Information for Decisions SM Building the Team SM Leadership SM Communication Process SM Identifying Self-Development Needs SM Planning Work SM Maintaining Discipline SM Lack of management skills could be costing UK businesses more than 19 billion in lost working hours every day, which equates to a loss of 900 per employee.

12 Management Courses Level Course Code Delegation SM Managing Projects SM Problem Solving Skills SM People as a Resource SM One-to-One Communication SM Giving and Receiving dback SM Managing Creativity & Innovation in the Workplace SM Written Communications SM Supporting Individuals SM Cost Benefit Analysis SM Meetings SM Briefing Skills SM Coaching SM Analysing Information SM Maintaining Information Systems SM Self-Development SM Gathering Valid Information SM Assessing Performance SM Sources of Information SM Networking SM Training SM074 12

13 Management Courses Level Course Code Develop productive working relationships with colleagues SM Encourage innovation in your area of responsibility SM Ensure Health and Safety requirements are met in your area of responsibility SM Implement change SM Manage a project SM Managing a budget SM Monitor and solve customer service problems SM Plan change SM Provide leadership in your area of responsibility SM Provide learning opportunities for colleagues SM Recruit, select, and keep colleagues SM Work with others to improve customer service SM Help Team Members Address Problems Affecting their Performance SM Build & Manage Teams SM Communicate Information & Knowledge SM Lead Meetings SM Manage the Environmental Impact of Your Work SM Participate in Meetings SM Project Management Effectiveness and Efficiency Managing Projects Team Structures Project Management Essentials PRINCE 2 Foundation

14 Leadership & Management (People Management) Accessing Performance Building the Team Delegation Giving and Receiving dback Leadership Managing Performance 39 Motivating the Team Performance Indicators Planning and Organising the Team s Work Planning Development 39 Resolving Conflict Supporting Individuals The Role of the Team Leader Training 26 Working Relationships Essentials of Managing Performance 26 First Among Equals 26 Jamie s Kitchen: 15 lessons on leadership 26 Managing Performance Everyday 26 Pass It On 26 Performance Review - Every Appraisee s Dream 26 Performance Review - Every Manager s Nightmare 26

15 Leadership & Management (Change Management) Continuous Improvement Ethics in Business Europe International Context 26 Forces for Change 26 Implementing Change 39 Making Change Work For You 26 Managing the Consequences of Change 26 Organisational Culture People as a Resource Planning Change 39 Promoting Change Understanding Your Organisation 26 Jamie s School Dinners: Managing and Living with Change 26 Level Course Code Leading the work team lawfully (Unit M2.06) SM Leading your work team (Unit M2.19) SM Maintaining a healthy and safe work environment (Unit M2.11) SM Managing yourself (Unit M2.20) SM Motivating the Team SM Motivating the team to perform (Unit M2.02) SM Planning and monitoring work (Unit M2.03) SM Providing quality to customers (Unit M2.08) SM041 12

16 Team Leading Courses Level Course Code Briefing the Team SM Briefing the work team (Unit M2.15) SM Communicating with people outside the work team (Unit M2.14) SM Dealing with change in the workplace (Unit M2.10) SM Dealing with customers lawfully (Unit M2.22) SM Dealing With Problems SM Developing the work team (Unit M2.04) SM Developing Yourself SM Developing yourself as a team leader (Unit M2.01) SM Effective Communication SM Fulfilling customer requirements (Unit M2.07) SM Identifying and Reducing Risks to Health and Safety SM Induction and coaching in the workplace (Unit M2.05) SM Level Course Code Leading the work team lawfully (Unit M2.06) SM Leading your work team (Unit M2.19) SM Maintaining a healthy and safe work environment (Unit M2.11) SM Managing yourself (Unit M2.20) SM Motivating the Team SM Motivating the team to perform (Unit M2.02) SM Planning and monitoring work (Unit M2.03) SM Providing quality to customers (Unit M2.08) SM041 12

17 Team Leading Courses Level Course Code Team Structures SM The Role of the Team Leader SM Using information to solve problems (Unit M2.09) SM Using resources efficiently in the workplace (Unit M2.13) SM Workplace communication (Unit M2.16) SM Workplace information systems (Unit M2.17) SM Level Course Code Manage your own resources SM Allocate and check work in your team SM Develop productive working relationships with colleagues SM Encourage innovation in your team SM Ensure your own actions reduce risks to health and safety SM Provide leadership for your team SM Provide learning opportunities for colleagues SM Resolve customer service problems SM Support customer service improvements SM Help Team Members Address Problems Affecting their Performance SM Participate in Meetings SM073 12

18 Business Administration Courses Level Course Code Creating Business Documents PV004 Free Working in Business and Administration PV003 Free Level Course Code Introduction to Business and Administration BA Planning and Preparation BA Understanding Your Organisation BA Effective Team working BA Respecting and Supporting Others BA Managing Information BA Producing Documents to Agreed Standards BA Using Equipment and Resources BA Effective Communication BA Developing Your Administration Skills BA Developing and Improving Your Own Performance BA012 12

19 Business Administration Courses Level Course Code Working Effectively BA Writing and Analysing Reports BA Working in a Business Environment BA Giving Effective Presentations BA Keeping Your Customers Happy BA Managing Successful Meetings BA Creating and Designing Documents BA Working with Others BA Business Administration QCF Courses Level Course Code Archive Information BA Communicate in a business environment BA Improve own performance in a business environment BA Manage own performance in a business environment BA Meet and welcome visitors BA Produce documents in a business environment BA Research information BA Store and retrieve information BA Use diary systems BA Use office equipment BA Work In A Business Environment BA Work with other people in a business environment BA028 12

20 Business Administration QCF Courses Level Course Code Evaluate & improve own performance in a business environment BA Manage own performance in a business environment BA Work in a business environment BA Analyse & report data BA Communicate in a business environment BA Deliver a presentation BA Deliver, monitor & evaluate customer service to external customers BA Deliver, monitor & evaluate customer service to internal customers BA Design & produce documents in a business environment BA Develop a presentation BA Plan & organise meetings BA Supervise a team in a business environment BA Work with other people in a business environment BA040 16

21 Compliance Courses Age Discrimination Challenging Behaviour 39 Data Protection Disability Challenge 39 Display Screen Equipment Regulations Diversity Challenge 39 Equality and Diversity Genders Matters 39 Minimising Waste 26 Religion and Belief 39 Sexual Orientation 39 The Environment 26 Valuing Diversity 26 5 Steps to Risk Assessment (Video) Asbestos (video) Asbestos Awareness COSHH COSHH Awareness (video) Our range of business and management courses cover the areas that can transform your skills whilst improving your business performance.

22 Compliance Courses Driving Safety Driving Safety (video) DSE DSE (video) Electrical Safety - Maniac (video) Energy Efficiency Awareness (Employees) Energy Efficiency Awareness (Managers) Fire Safety Fire Safety: The Facts Food Allergies Food Hygiene (video) HABC Foundation Food Safety Health & Safety Courses Health & Safety Law & Practice 26 Health & Safety for Cleaners (video) Health & Safety for Home Workers (Employees) (video) Health & Safety for Home Workers (Managers) (video) Health & Safety for Managers Health & Safety in the Office (video) Health and Safety: We are all responsible (video) 32.50

23 Health & Safety Courses Health & Safety for Employees Health & Safety for Employers Identifying and reducing risks to Health & Safety Induction Safety Introduction to Health & Safety (video) Introduction to Health & Safety Lab Safety Legionella (video) Lift Truck and Warehouse Safety (video) Lone Working (Employees) Lone Working (Managers) Manual Handling Manual Handling - Featuring Glenn Ross (video) Noise (video) Office Safety PPE (video) Pregnancy Preventing Accidents Risk Assessments Slips, Trips and Falls 19.50

24 Health & Safety Courses Stress (video) Stress Awareness for Employees Stress Awareness for Managers Using Equipment and Resources Working at Height (video) Workplace Safety Other Courses: