SkillGate. List of Programmes - Autumn Delivering Exceptional Customer Service Introduction to Selling Negotiating

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1 SkillGate List of Programmes - Autumn 2011 The following courses are available as standard with membership. 1. Certificate Programme list Communication and Personal Development Being Assertive Better Written English - Intermediate Communication Skills Interpersonal Skills Productive Meetings Influencing Decision Making & Problem Solving Developing Self Esteem Personal Development Presentation Skills Managing Your Time Making the Most of Your Appraisal Managing Stress in the Workplace Mind Skills Microsoft Office Products MS Access 2003 MS Excel 2003/2007 MS Outlook 2003 MS Powerpoint 2003 MS Word 2003 MS Word 2010 Management & Business Change Management Develop Your Coaching Skills Developing People How to be an Entrepreneur Diversity in the Workplace Financial Manager(DBT) Grievance, Discipline & Dismissal Managing Conflictat Work New Manager(DBT) Recruitment Learning to Supervise People Effective Leadership Customer Service Management Delivering Exceptional Customer Service Introduction to Selling Negotiating MS Excel 2010 Beginners MS Excel 2010 Intermediate MS Word 2010 Beginners MS Word 2010 Intermediate MS Powerpoint 2010 Beginners MS Powerpoint 2010 Intermediate MS Outlook 2010 Beginners MS Outlook 2010 Intermediate 2. Template Regulatory Programmes Off the Shelf Regulatory Programmes are available for Portal or Own Site Members. They are provided by SkillGate and our Partners. Terms may vary. Regulatory Bullying & Harrassment Data Protection Food Hygiene level 1 How to Manage Information Securely Infection Control Training Promoting Diversity Safeguarding Children & Vulnerable Adults Valuing Diversity, Equality and Inclusion Regulatory - H&S Asbestos Awareness

2 COSHH Display Screen Equipment Fire and Evacuation Refresher First Aid Scenarios & Refresher Health & Safety for Managers Manual Handling Pandemic Management Awareness Regulatory - Managers Corporate Manslaughter and Corporate Homicide Act 2007 Stop & Search - A Guide for Managers 3. Other specialist off-the-shelf programmes available for purchase: Per User Licence Member Licence per year Expat Navigator 1,500 Project Management Micro Biology and Food Safety - Leatherhead Food 275 Research Certificate Food Safety QFT/City & Guilds Certificate 29 Pest Management - BPCA Certificate ebriefings There are approximately 120 ebriefings included with the standard list. Management & Business: Balance Sheets Behaviour Based Interviewing Budgeting and Budgetary Control Change Management - An Organisational Design Model Change Management - An Overview Change Management - Different Change Scenarios Change Management - Tools for Change 1 Change Management - Tools for Change II Conflict Management within Teams Controlling Absence Credit Management Delegation Developing The Team Disciplinary and Grievance - The ACAS Code Disciplinary and Grievance In Practice Dismissal Embracing Diversity Financial Strategy Awareness High Performance Teams Influencing Meetings Interviewing for Information Introduction to Competency Introduction to Leadership Learning With Style Managing Meetings Meetings Overview Motivation

3 Performance Management - The Basics Psychometric Testing - The Tools Psychometrics - An Overview Reading Accounts Recruitment and Selection Recruitment and Selection Interviewing Skills and Approaches Resolving Team Conflict Setting Objectives Team Building Training - Identifying Development Solutions Training Needs Analysis (part 1) Training Needs Analysis (part 2) Understanding Learning Style Preferences Verbal Communication Work Smarter by Prioritising Writing Minutes Personal Development: 1. Effective PC Presentations 2. Views, Presentations and Slides Advanced Creativity Appraisals Are You Listening Carefully? Body Language Awareness Building More Self-Confidence: Exercises Communicating Communicating - A Checklist Communicating by Confidence Building Coping with Stress Creative Problem Solving Cross Cultural Communication Dealing with Difficult Customers Effective Influencing Skills Eliminating Wasted Time Everybody Can Benefit from Boosting Self-Belief Facilitation Giving and Receiving Feedback Grammar - More Punctuation Grammar - Simple Rules Grammar - Spelling High Performing Teams Improving Relationships with Emotional Intelligence Influencing - Daily Exercises Introduction to Assertiveness Introduction to Stress at Work Letter Writing Making Decisions Making your Views Heard Managing Your Boss Memory More Problem Solving Techniques Networking Persuasion Presentation Skills Public Speaking Reading Skills Recognising and Measuring Stress Recognising the Signs of Stress

4 Report Writing Stress Avoidance Techniques Successful Influencing T&P - Stop Time Wasters Techniques for Personal Change The Importance of Owning Your Own Development Time & Priority - Basics Time & Priority - Control Techniques Time & Priority - the Right Thing Understanding your Objectives Why Be Innovative and Creative? Work/Life Balance - Options for Change Work/Life Balance and Flexible Working Sales & Service: 1. Understanding your Customer 2. Facing the Customer 3. Making the Most of Customer Feedback About Customer Relationship Management Closing a Sale Customer Relationship Management Customer Relationship Management in Action Customer Service on the Web Dealing with Difficult People and Situations Giving Constructive and Receiving Critical Feedback How to Communicate with Customers on the 'Phone Negotiating Skills Negotiating: Tactics and Their Solutions Painless Selling for Non-Sales People Sales Campaign Management Simple Problem Solving Tips Skills for Creating Loyalty when Facing the Customer The Customer Centric Organisation Understanding your Customer Using NLP within the language of Selling Verbal Communication Skills 5. Personal Trainer Micro-Tutorials There are currently over 200 tutorials with new tutorials issued everyday. The latest list is available at: The subject streams are issued on a day of the week basis: Monday: Tuesday: Wednesday: Friday: Communication Personal Effectiveness Industry knowledge Office IT Skills Business & Management HR, Employment Law & Training Sales & Marketing Manager's Guide to the Classification and Rights of Workers

5 10 Ways to Save Your Business Money A Coaching Approach to Feedback A Manager's Introduction to Discrimination Absence Management - Best Practice and the Fit Note An Introduction to Caravan Insurance An Introduction to Household Insurance Applying for a Housing Association House Are You Sitting Comfortably? The Power of Storytelling Assess Your Organisation - Weisbord Avoid Incompetence - Understanding The Peter Principle Back Bar Selling Being an Entrepreneur Being an Entrepreneur Being Effective - Working From Home Blake Mouton Managerial Grid Boost Productivity with 5S Building Confidence in Others Buying Your Housing Association Home Claims - Introduction to Fraud Client Money Regulations Conflict Resolution - Dealing With Angry People Conflict Resolution - Lone Working Controlling Nerves Could you improve your Proofreading? Create Understanding - The Johari Window Critical Illness Insurance Critical Illness Insurance Customer Retention Strategies Customer Service - Phrases to Avoid Develop a Great Customer Service Attitude Developing a USP Developing Others - Six Categories of Intervention Developing Others - Six Ways to Train on the Job Doing the Right Thing Effective teamwork - understanding team roles Electronic Media - Promote with Care Eliminate Wasted Work - Process Mapping Employment Law Update 2011 Energise your selling technique Engaging your employees Engineering Insurance - An introduction Enticing Interiors Equality Act What are the key changes? Family Friendly Policies First Aid Scenarios - Part 1 Forming, Storming, Norming & Performing FSA - Conflicts of Interest Get Clarity and Focus - Ground and Centre Yourself Get Confident! Get Efficient with Kanban Get Off to a Flying Start Get the Most From Your High Achievers Get Your Life in Balance Getting Back Into Work Mode - Returning From Holiday Getting Creative Getting Started with HTML - Part 2 Great Telephone Customer Service Handle Criticism with Confidence Helping People to GROW - A Coaching Model High net worth insurance

6 High Net Worth Insurance Housing Association - Anti-Social Behaviour Housing Association - Tenancy Agreements How to be Assertive How to Build Buy-In How to Build Rapport How to have a difficult conversation How to impress your boss How to Love Your Job How to Make Small Talk How to Motivate Yourself How to Overcome Sales Objections How to retain your talent HTML Part 3 Ice Breakers That Work Improve Your Grammar & Writing Skills (1) Improve Your Grammar & Writing Skills (2) Improve Your Grammar & Writing Skills (3) Improve Your Self Image Increase Your Personal Impact Insurance - Classic Cars Introducing Performance Management Introduction to Equality Impact Assessments Introduction to Social and Sheltered Housing Introduction to Touch Typing Is Pressure Good or Bad? Learning Styles Logical, Emotional and Professional Writing Make Great Decisions -The Vroom-Yetton-Jago Decision Model Make Your Life Easier with EPoS Make yourself promotable Making the most of your back bar Management By Wandering About Managing Average Performance Managing Discipline And Grievance Managing Former Peers Managing Information Securely Managing Unambitious People Manual Handling Maximise Future Profits - The Boston Matrix Microsoft Excel (Intermediate) - Charts Microsoft Excel (Intermediate) - Sparklines Microsoft Excel 2010 (Beginners) - Headers and Footers Microsoft Excel 2010 (Intermediate) - Logical Functions Microsoft PowerPoint - Slide Transitions Microsoft PowerPoint Charts Motivate your sales team without spending money MS 2010 (Intermediate) - Goal Seek MS 2010 PowerPoint (Beginners) - Text Boxes MS Excel - Logical Functions MS Outlook - Rules MS Outlook 2010 (Beginners) - Organising Messages MS Project - Creating a Project MS Word (Beginners) - Find and Replace MS Word (Beginners) - Spell Checker MS Word Mail Merge Negotiating office politics New Manager - Getting It Right From the Start On-line networking Overcome Communication Barriers

7 Prepare for Success at Interview Prioritise Your Workload Problem Solving Problem Solving - The Fishbone Diagram Productive and exciting team meetings Questioning Skills Recipe Costing Residents on the Board Respect the Iron Triangle - Project Management Selling Alcohol Legally and Responsibily Social Media - Dealing with Negative Feedback Stand Your Ground Stop Being a Pushover Stop Feeling Inferior Stop Procastinating Now! Strategy for Success Success in 2011 Successful Business Strategy - The 3C's Model Successful Leadership in an Economic Downturn Swapping Your Housing Association House Take Control of Your Life The 7 C's of Great Communication The Art of Being Patient The Bribery Act Update The dangers of micromanagement The Importance of Empathy The Power of Positive Reframing The Regulatory Framework for Arms Length Management Organisations (ALMOs) The Rule of Three - the secret to successful communication The Selling Cycle Underage Gambling Understanding Fake ID Understanding Meeting Room Dynamics Understanding Power - The Five Forces Understanding Responsible Drinking Pledges Understanding the Learning Curve Using the 80/20 rule What is CPD? WIIFM - Getting people to listen Working With Difficult Colleagues +++ This information is correct at time of print. Please note however that details are subject to constant change.