The Human Side of Client Relations Management
|
|
- Trevor Miles
- 7 years ago
- Views:
Transcription
1 The Human Side of Client Relations Management How to build, deepen, extend and sustain strong client relationships This highly experiential programme focuses on what it takes to establish powerful business relationships. It brings the formal systems that companies use to life by putting each person s relationship building skills under the spotlight. Through continual learning and practice, combined with insightful feedback from two highly experienced MLA consultants, you emerge more realistic, yet confident about developing your client contacts more creatively. Target Audience Designed for those whose work depends on connecting with clients, either internal or external, including consultants, advisers, sales people, account managers, and other service professionals. Because the focus is on individual s ability to connect, the programme is suitable for all levels of experience. Outcomes Through attending this event, participants will: Learn: To tackle clients more proactively To build, deepen, extend and sustain strong client relationships. How to distinguish what clients need from what they say they want To develop a strategic relationship plan Creative methods and techniques to tackle difficult situations Feel: Greater confidence in connecting with different kinds of clients Increased insight and empathy 1
2 Be more able to: Deal with challenging clients more effectively Understand and manage the emotional element of client relations Vary the dynamic in client encounters Build a more open and honest dialogue All extremely relevant and useful and a truly inspirational environment to be in Debbie King, Happy Computers Content overview and style This is a highly experiential workshop, focusing on what it takes to establish powerful business relationships. It puts each person s relationship skills under the spotlight. Through continual learning and practice, combined with insightful feedback, you will develop a deeper understanding and increased confidence in managing your client relationships and contacts more creatively. Duration of workshop 2 days Day one focuses on the nature of your relationships with clients, exploring the dynamics from both perspectives. As well as practising techniques to help you prepare for client encounters, you work at deepening a number of relationship building behaviours including insight, listening and questioning, as well as addressing barriers to relationship. We also concentrate on increasing your self awareness in any client interaction, and therefore extending your range of choice for effective action. Day two is largely spent practising and deepening the skills developed on the first day. This is done using scenarios of client meetings, tailored to meet the specific needs of the participant group. Most are conducted with an observer, who analyses the interaction and provides the valuable feedback of an outside eye. There are opportunities to work at meetings that open or begin a relationship, as well as dealing with the tough stuff when things are not going well. We explore ways to use this kind of difficulty as an opportunity to deepen the relationship. Preparation work 1. Prepare a 60 second pitch in response to the question what s special about what you and your company have to offer? 2. Select one of your clients with whom you d like a better relationship. 2
3 Workshop Outline Day 1 INTRODUCTIONS Brief personal introductions Exercises to build connection and explore individuals current client relationships DYNAMICS Outlining our Thoughts, Feelings, Actions model of relationship dynamics A series of lively creative exercises to explore ways of consciously managing and affecting the dynamics, mood and nature of a client meeting ISSUES Identifying individual and group issues to address today and tomorrow In all the preparation and tools work below, we will be making connections to these issues, and inviting participants to use current live clients as the basis for the exercises and discussions PREPARATION STRATEGIES FOR BUILDING CONNECTIONS Understanding and surfacing below the line agendas in client relationships Building compelling shared agendas Identifying barriers and building bridges to client relationships RELATIONSHIP TOOLS INSIGHT Separating facts from assumptions Using both to developing curiosity RELATIONSHIP TOOLS QUESTIONS Creative exercise to understand different types of questions and their impact Practising varying questions to manage the dynamic of a meeting RELATIONSHIP TOOLS SPIN A structured model for identifying client needs INDIVIDUAL IMPACT Pre prepared elevator pitches Instant personal feedback and adjustment RELATIONSHIP TOOLS STATUS Exploring behavioural options for changing relationship dynamics Dealing with in the heat of the moment difficulties from earlier issues list SUMMARY OF THE DAY Recap of what s been covered Setting brief overnight assignment 3
4 Day Two TUNE IN AND RE CONNECT Report back on overnight assignment Review progress of workshop so far Identify individuals areas for focus for the day RELATIONSHIP TOOLS LISTENING The nature of active listening, and what gets in the way Listening with a purpose to affect and deepen the relationship dynamic RELATIONSHIPS OVER TIME Identifying the stages and changes in relationships (personal and client) A structured model for mapping client relationships How to progress and deepen the relationship CLIENT RELATIONSHIP SCENARIOS the bulk of the day is spent on these, working in threes, where the focus is on practising and getting individual feedback on the skills developed in the workshop so far. There is a brief for each scenario, developed in advance in partnership with you to reflect current clients and raise relevant issues, which all parties share. This outlines the nature of the client organisation and the background to the meeting. Working on three different client scenarios, everyone gets to be alternately: a) managing the meeting themselves b) a client, with a particular personal brief c) an observer, who then feeds back on the meeting and relationship dynamics FIRST MEETING SCENARIOS Building initial relationship Understanding client issues and needs Managing the in the moment dynamics After the three scenarios, sharing insights and learning in the big group SECOND MEETING SCENARIOS Same clients, but some months later, dealing with a problem from the client Managing the uncomfortable elements of relationship Using the problem as a way to deepen or further the relationship Again sharing insights and learning in the big group ANY UNRESOLVED ISSUES Opportunity to address any client management issues that are outstanding, using a mixture of plenary discussion, knowledge sharing and creative techniques PERSONAL REFLECTION, ACTION PLANNING AND COMPLETION Identifying reminders, revelations and actions from the two days Commitments to action 4
5 The role plays continue to remain in my subconscious now and undoubtedly help me to continue to perform confidently with my customers. Alex Dalley, The London Stock Exchange SUPPORT We recommend that this course be supported by the Connecting with Clients booklet by Andrew Leigh. 5
Performance Management Consultancy
Performance Management Consultancy Facilitating performance improvements through an effective performance management process What are the challenges? While every organisation has performance management
More informationVital topics. A series of four workshops on the latest client relationship management approaches of the worlds most successful law firms
A series of four workshops on the latest client relationship management The latest client relationship approaches of the world s most successful law firms The last few years have created a tough competitive
More informationMiddlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager
Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant
More informationNGN Behavioural Competencies
NGN Behavioural Competencies July 2012 Change and Improvement Embraces, drives and advocates change and improvement, demonstrating a commitment to keep people engaged. Sets a culture that values diversity
More informationLearning to thrive on change Change Management Foundation and Practitioner
Learning to thrive on change Change Management Foundation and Practitioner Programme overview Managing change, and more importantly the impact of change, can be stressful and difficult to get right. The
More informationInterpersonal Skills. Leadership, Change Management and Team Building
Interpersonal Skills Leadership, Change Management and Team Building Capital s Learning and Development team design and deliver tailored skills and competency based programmes to meet your wide range of
More informationTHE CRANFIELD IT LEADERSHIP PROGRAMME
THE CRANFIELD IT LEADERSHIP PROGRAMME www.cranfield.ac.uk/som/itlp For IT executives who seek to develop their leadership capability and contribute, both strategically and operationally, to the performance
More informationTavistock Consulting - Executive coaching programme
Tavistock Consulting - Executive coaching programme Professional Qualification & Clinical Training 13th May 2015 Course Type On site Course Length 1 year Study Attendance Part - time Course Overview If
More informationThird Eye Management Company Profile
Company Profile turning good little businesses into great businesses ABOUT THIRD EYE MANAGEMENT Third Eye Management Third Eye Management works with business owners to achieve their dream by helping them
More informationExecutive Communication: 3-day course
Executive Communication: 3-day course Please see below an outline for our Executive Communication course, which is available as an in-house training course for your staff. The course will be tailored to
More informationCopyright 2013 Hendry Performance Development Ltd - All Rights Reserved. Performance Management & Development
Performance Management & Development Moving Into Management New or inexperienced managers and supervisors or those who have not been trained in the role Benefits & Outcomes By the end of the programme,
More informationLeadership Development Catalogue
The TrainingFolks Approach The importance of superior management, leadership and interpersonal skills are critical to both individual and organizational success. It is also critical to apply these skills
More informationAbout Hostmanship. the art of making people feel welcome
About Hostmanship the art of making people feel welcome 1 VÄRDSKAPET AB layout Form & Funktion i Sverige AB PRINT Åtta45, November 2007 PHOTOgraphy ImageState, Banana Stock, Ada Elmgart Feel free to quote
More informationLeadership and Management Training
Bury College Business Solutions Leadership and Management Training The employers choice. For all your company training needs. Bury College Business Solutions - Customer Excellence Award Winner 2011 Develop
More informationPaid Search Services
Paid Search Services Results-driven, mathematical PPC Pay Per Click advertising is widely acknowledged as the most powerful form of direct marketing. Not only are you gaining access to people that want
More informationMessage from the Chief Executive of the RCM
Message from the Chief Executive of the RCM The Midwifery Leadership Competency Framework has been derived from both the NHS Leadership Qualities Framework and the Clinical Leadership Competency Framework.
More informationThe Emotional Intelligence Association. Developing the Emotional Intelligence of Leaders
Developing the Emotional Intelligence of Leaders Workshop Aims By the end of the workshop you will be able to: Understand the key principles of Emotional Intelligence. Identify your own current levels
More information2012/2013 Programme Specification Data. Public Relations
2012/2013 Programme Specification Data Programme Name Public Relations Programme Number Programme Award QAA Subject Benchmark Statements n/a Masters The QAA benchmarking statements for Masters of Business
More informationIdentify questions to answer and problems to resolve 2.1; 3.1
: mandatory competence units mapped to Personal Learning and Thinking Skills This map accompanies the PLTS Guide for practitioners which can be downloaded from www.skillscfa.org The guide includes: an
More informationDeveloped by Lancaster University Management School 1 st Programme in Portugal
Giving you the tools to grow your business Developed by Lancaster University Management School 1 st Programme in Portugal 10 month program CPBS and LUMS Teachers Welcome to LEADING TO GROW Leading Enterprise
More informationFinancial Services Core Competences
The Sector Skills Council for financial services, accountancy and finance National Occupational Standards for the Financial Services Sector Financial Services Core Competences Final version approved September
More informationAttribute 1: COMMUNICATION
The positive are intended for use as a guide only and are not exhaustive. Not ALL will be applicable to ALL roles within a grade and in some cases may be appropriate to a Attribute 1: COMMUNICATION Level
More informationKEY SUCCESS FACTORS IMPLEMENTING A CUSTOMER EXPERIENCE STRATEGY. Sara Sillén
KEY SUCCESS FACTORS IMPLEMENTING A CUSTOMER EXPERIENCE STRATEGY Sara Sillén In the age of the customer, you need your customers more than they need you. 2 What is Customer Experience? Your customers' perception
More informationbritish council behaviours www.britishcouncil.org
british council behaviours Mat Wright Mat Wright Mat Wright CREATING SHARED PURPOSE I gain the active support of other people so they are fully engaged and motivated to contribute effectively. I do this
More informationHow To Be A Successful Leader
Leadership Development Program (Level I and Level II) PR O GR A M OV ER V IE W Our Leadership Development Programs (LDP Level I and Level II) are designed to address the development needs of managers and
More informationVirtual Programme for HR Business Partners
Virtual Programme for HR Business Partners Why virtual? Many of our clients want to attend HR Business Partner workshops but are based across the country or have global Business Partner teams. So we created
More informationSection 5 - Developing Parent Participation
Section 5 - Developing Parent Participation d) Training Subject: How to Improve Skills and Knowledge through Training Who this is for: Particularly relevant to members of parent forums What this section
More informationCPC Certified Professional CoaCh training Program
Participant Manual CPC Certified Professional CoaCh training Program ICF Accredited Coach Training Program 142 Contact Learning Hours 110 3rd Avenue North, Suite 102 Certified Professional CoaCh training
More informationContact Centre Operations NVQ L2 Certificate mandatory unit content. Independent Enquiry
This map accompanies the PLTS Guide for practitioners which can be downloaded from www.cfa.uk.com The guide includes: an explanation about the importance of PLTS general principles for delivery where there
More information2. 3. Ethics in the industry. Unit 2: Understanding public relations
2. 3 PR Ethics in the industry As a PR professional, you have a responsibility to act in an ethical manner. Historically PR has been associated with unethical behaviour such as lying and spin doctoring,
More informationimpact business partners The science of building connections with customers and influencing them to say yes
impact business partners The science of building connections with customers and influencing them to say yes Selling is purely a brain-to-brain process, in which the salesperson s brain communicates with
More informationTraining trainee solicitors Guidelines on performance review and appraisals
Training trainee solicitors Guidelines on performance review and appraisals Education and Training Unit Version 1 29/07/05 Page 1 of 7 www.sra.org.uk For alternative formats email, info.services@sra.org.uk
More information3 STAGE PUBLIC PROGRAMS PROFESSIONAL NEGOTIATION & INFLUENCING PROGRAM. g Negotiate with confidence g Do deals that deliver g Get what YOU want
3 STAGE PUBLIC PROGRAMS PROFESSIONAL NEGOTIATION & INFLUENCING PROGRAM g Negotiate with confidence g Do deals that deliver g Get what YOU want THE ENS INTERNATIONAL PROFESSIONAL NEGOTIATION AND INFLUENCING
More informationDESCRIBING OUR COMPETENCIES. new thinking at work
DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE
More informationKEY SKILLS OF JUNIOR CYCLE
KEY SKILLS OF JUNIOR CYCLE Key skills of junior cycle Learners need a wide range of skills to help them face the many challenges presented to them in today s world. They develop specific skills in their
More informationBRICE ROBERTS BUSINESS CONSULTING SERVICES
BRICE ROBERTS BUSINESS CONSULTING SERVICES BROCHURE: TRAINING AND DEVELOPMENT PROGRAMMES RE-AWAKENING SPIRIT - TRANSFORMING RESULTS For Further Information: Contact: Brice Roberts Business Consulting Services
More informationGovernment Communication Professional Competency Framework
Government Communication Professional Competency Framework April 2013 Introduction Every day, government communicators deliver great work which supports communities and helps citizens understand their
More informationRegionally Funded Leadership Development Courses: Now Open to Application August 2015 Update
Regionally Funded Leadership Development Courses: Now Open to Application August 2015 Update 2 Welcome to this regional programmes update We are currently in the process of developing our prospectus of
More informationThe New Leaders Transforming the art of leadership into the science of results
The New Leaders Transforming the art of leadership into the science of results By Daniel Goleman, Richard Boyatzio and Annie Mckee Great leadership works through emotions. When leaders drive emotions positively,
More informationBuilding Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition
Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition The NHS Leadership Academy s purpose is to develop outstanding
More informationEvaluating Training. Debra Wilcox Johnson Johnson & Johnson Consulting
Debra Wilcox & Consulting Learning new behavior new or enhanced skills is the most powerful outcome of training. Behavioral change is the most difficult outcome to achieve, but may be the most important.
More informationRisk Factors in Retail Buyer's Success
Negotiation skills First Friday is a leading provider of training & development and change management services with a portfolio of 100+ clients across the UK, Europe and South Africa. Our team is unique;
More informationJob Description. Industry business analyst. Salary Band: Purpose of Job
Job Description Job Title: Industry business analyst Division/Company: Industry Policy/Payments UK Reporting To: Director of Industry Policy Salary and: C Purpose of Job To provide thought leadership and
More informationLevel 2 Marketing mandatory knowledge units mapped to Personal Learning and Thinking Skills. Independent Enquiry
Level 2 Marketing matory knowledge units mapped to Personal Learning Thinking Skills This map accompanies the PLTS Guide for practitioners which can be downloaded from www.cfa.uk.com The guide includes:
More informationCambridge International Certificate in Educational Leadership 6247 Cambridge International Diploma in Educational Leadership 6248
Cambridge International Certificate in Educational Leadership 6247 Cambridge International Diploma in Educational Leadership 6248 For examination in 2015 Preface This syllabus sets out the details of the
More information699 + VAT 2006 Dates-visit LMA Website: www.larrymonk.co.uk SELLING INFORMATION TECHNOLOGY PUBLIC AND IN HOUSE WORKSHOPS
SELLING INFORMATION TECHNOLOGY PUBLIC AND IN HOUSE WORKSHOPS SPECIFICALLY FOR IT SALES AND PRE-SALES SUPPORT PEOPLE SELLING HARDWARE SOFTWARE SYSTEMS CONSULTANCY SERVICES 2 Day Public Sales Workshop 699
More informationBusiness and Administration NVQ L2 Certificate mandatory unit content. Independent Enquiry
This map accompanies the PLTS Guide for practitioners which can be downloaded from www.cfa.uk.com The guide includes: an explanation about the importance of PLTS general principles for delivery where there
More informationCOMPETENCY FRAMEWORK Trainee Actuary /Actuarial Technician / HEO / SEO
COMPETENCY FRAMEWORK Trainee Actuary /Actuarial Technician / HEO / SEO Is committed to GAD s organisational values and ensures they are reflected in all undertakings Is solution focused Adopts a flexible
More informationCoaching: bringing out the best. Opinion piece Philip Brew
Coaching: bringing out the best Opinion piece Philip Brew Coaching: bringing out the best Philip Brew 1/6 Organisations need fully functioning human beings In today s demanding and complex environments,
More informationWest Hill Primary, Wandsworth CHANGE MANAGEMENT & EVALUATION
West Hill Primary, Wandsworth CHANGE MANAGEMENT & EVALUATION CONTENTS PAGE Context Learning Space The teaching experience Next Steps Conclusions and outcomes West Hill Primary is a single form entry primary
More informationITEC Level 3. Unit 821 - Client Care and Communication in Beauty Related Industries. Recommended minimum guided learning hours 28
ITEC Level 3 Unit 821 - Client Care and Communication in Beauty Related Industries Recommended minimum guided learning hours 28 QCA Qualification Accreditation Number: T/601/4457 Learning outcome Learners
More informationWhich is why TMI is here to help. We have to admit it. we really love what we do.
We have to admit it. we really love what we do. We get to work with great brands to create brilliant customer experiences that their customers love and their employees can t wait to deliver. It s not just
More informationSeven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy
Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www. Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002!
More informationESTABLISHING EMPLOYEE VOICE IN YOUR BUSINESS. 20 Hints and Tips from Engage for Success
ESTABLISHING EMPLOYEE VOICE IN YOUR BUSINESS 20 Hints and Tips from Engage for Success ESTABLISHING EMPLOYEE VOICE IN YOUR BUSINESS 20 Hints and Tips 1. Share business information with employees To build
More informationLeadership Principles
Leadership Principles Building value-based leadership. We have defined five values that form the shared foundation of our business practices. They provide orientation for all of our employees. Our leaders,
More informationEFFECTIVE SALES MANAGEMENT
EFFECTIVE SALES MANAGEMENT OUR APPROACH Sales management is the attainment of sales goals in an effective and efficient manner through planning, staffing, training, leading and controlling a business s
More informationOverview of Future Purchasing s fundamental and advanced training workshops...
Performance Learning Presented by: Anna Del Mar - Director, Performance Learning Future Purchasing Overview of Future Purchasing s fundamental and advanced training workshops... Tailored excellence.. Our
More informationIn what way will the training benefit my clients and service users?
Brief Encounters - 3 Day Training Course Aim The Brief Encounters 3 Day Training aims to equip frontline workers with the skills and confidence to recognise and respond to their clients or service users
More informationUsing the SAF to assist with writing a tender
MLA Self Assessment Framework Working with Children and Young People Using the SAF to assist with writing a tender Commissioning is the strategic activity of identifying local needs, planning on how to
More informationICF CORE COMPETENCIES RATING LEVELS
coachfederation.org ICF CORE COMPETENCIES RATING LEVELS Adapted from the Minimum Skills Requirements documents for each credential level Includes will-not-receive-passing-score criteria. COMPETENCY 1.
More informationA guide to helping people to succeed at work
Coaching: Helping you to improve social outcomes A guide to helping people to succeed at work This guide is for anyone wanting to use coaching skills to help colleagues succeed. In particular, it is intended
More informationSuite Overview...2. Glossary...8. Functional Map.11. List of Standards..15. Youth Work Standards 16. Signposting to other Standards...
LSI YW00 Youth Work National Occupational Standards Introduction Youth Work National Occupational Standards Introduction Contents: Suite Overview...2 Glossary......8 Functional Map.11 List of Standards..15
More informationLEADERSHIP IN SUSTAINABLE DEVELOPMENT. Overview of Cohort 17 PROFESSIONAL DEVELOPMENT PROGRAM
LEADERSHIP IN SUSTAINABLE DEVELOPMENT Overview of Cohort 17 PROFESSIONAL DEVELOPMENT PROGRAM C16 - The LEAD program helps develop leadership potential for a more sustainable world. TABLE of CONTENTS ABOUT
More informationDevelopment at the top: Who really cares?
Development at the top: Who really cares? A survey of executive teams Erik de Haan Ashridge Business School Inge Wels Ashridge Business School Bill Lucas Talent Foundation Jonathan Winter Career Innovation
More informationSeminar E3 Developing an Effective Leadership Culture to Support Business Change
Seminar E3 Developing an Effective Leadership Culture to Support Business Change Inji Duducu Group People Director Benenden @injiduducu The Benenden Story - transformation Background The Challenge April
More informationCOMPETENCY ACC LEVEL PCC LEVEL MCC LEVEL 1. Ethics and Standards
ICF CORE COMPETENCIES RATING LEVELS Adapted from the Minimum Skills Requirements documents for each credential level (Includes will-not-receive-passing-score criteria- gray background) COMPETENCY ACC LEVEL
More informationReligion & Belief Tandem Learning
CHA111 Religion & Belief Learning Learner Diary & Report Name Email Date Religion & Belief Learning The Revd Dr Jeremy Clines Semester 2, Flexible hours Description/Aims Religion & Belief Learning is an
More informationLearning Contract Practicum in Community Social Psychology University of Massachusetts Lowell
Learning Contract Practicum in Community Social Psychology University of Massachusetts Lowell Student's Name: Samantha Jacobs Email Address: Samantha_Jacobs@student.uml.edu Home Phone: 978-866-5950 Work
More informationGRADUATE CERTIFICATE IN ORGANISATIONAL DEVELOPMENT
GRADUATE CERTIFICATE IN ORGANISATIONAL DEVELOPMENT Innovative, practical and relevant SIMON GOTT Graduate Certificate In Organisational Development Programme Director Organisations cannot truly thrive
More informationThe Department of Leadership and Management Development. Consultancy Services. Developing stronger individuals, teams, organisations
The Department of Leadership and Management Development Consultancy Services Developing stronger individuals, teams, organisations Firm Foundations Salomons has long been the home of innovation and creativity.
More informationTLSA Consultancy Training elearning
LEADING THE SALES TEAM MASTER CLASS PROGRAMME OVERVIEW TLSA Consultancy Training elearning www.tlsasalestraining.com LEADING THE SALES TEAM MASTER CLASS Learn How to Get the Best Results From Your Sales
More informationChange Management Practitioner Competencies
1 change-management-institute.com Change Management Institute 2008 Reviewed 2010, 2012 Change Management Practitioner Competencies The Change Management Practitioner competency model sets an independent
More informationBPM Group Coaching Process Level Program
BPM Group Coaching Process Level Program Effective Business Process Management education and capability development in the classroom in the workplace and online Business Process Management Group Coaching.
More informationWhat people who attend Linton Sellen s Leadership Training have to say:
What people who attend Linton Sellen s Leadership Training have to say: Excellent course, couldn t have been better. Training content and knowledge and delivery are exceptional. I've been to many management
More information2011 Program information
2011 Program information Leading Australia s Schools 2011 Program information 1 Leading Australia s Schools 2011 Program information Leading Australia s Schools Leading Australia s Schools is a national
More informationIMI Certificate in Front Line Management
th Anniversary 1953-2013 IMI Certificate in Front Line Management About the Programme In today s business the frontline delivers the bottom line. You can have the greatest strategy and products, however,
More informationInternal Mediation Services. Surrey County Council in partnership with South East Employers
Internal Mediation Services Surrey County Council in partnership with South East Employers Introduction and Summary Surrey County Council s cultural strategy is clear it wants to create a coaching culture
More informationDiploma In Coaching For High Performance & Business Improvement
THE HOUSTON EXCHANGE POWERFUL, PROFITABLE CONVERSATIONS Diploma In Coaching For High Performance & Business Improvement A professional coaching qualification for Leaders, Managers and HR professionals
More informationLearning Coach Professional Training Programme
Learning Coach Professional Training Programme Welcome Rose Urkovskis & Sandi Bates Activity 1: Ice breaker hand out of icebreaking methods Activity 2: Discussion: Explore the benefits of coaching Activity
More informationCommunication levels. Levels of communication
Communication levels People have different ways of expressing their feelings. One person lets you see immediately how s/he feels in a particular situation, while it is much more difficult to detect in
More informationIdentify questions to answer and problems to resolve
Level 3 Business & Administration mandatory knowledge units mapped to Personal Learning and Thinking Skills This map accompanies the PLTS Guide for practitioners which can be downloaded from www.cfa.uk.com
More informationRonan Emmett Global Human Resources Learning Solutions
A Business Impact Study detailing the Return on Investment (ROI) gained from a Negotiation Skills training programme in Ireland delivered by the EMEAS Learning Solutions Team. There is a definite trend
More informationPME and Learning. Context, internationale samenwerking Utrecht. Jan Brouwers. 11 november 2010
PME and Learning 11 november 2010 Jan Brouwers Context, internationale samenwerking Utrecht An introduction I. Creating a learning environment II. Learning at different levels III. Learning organisations
More informationMaster Level Competency Model
Change Manager Master Level Competency Model The Change Manager Master competency model sets an independent industry benchmark for SENIOR level change management practitioners. The model was launched in
More informationShared Solutions: An Overview Special Education Policy and Programs Branch Ministry of Education
Shared Solutions: An Overview Special Education Policy and Programs Branch Ministry of Education Table of Contents 1. Shared Solutions: Overview 2. Understanding Conflict 3. Preventing Conflicts 4. Video:
More informationThe Digital Performance Benchmark. What distinguishes world class digital from the rest of the pack?
The Digital Performance Benchmark What distinguishes world class digital from the rest of the pack? Digital Performance The future is digital The digital landscape is rapidly evolving. With customers across
More informationPersonal, Learning & Thinking Skills
Personal, Learning & Thinking Skills Guidance for Young Apprenticeship in Business & Administration Value of Personal, Learning and Thinking Skills (PLTS) The Council for Administration (CfA) has identified
More informationTo secure your places please email. jennie@mpa.org.uk. For more information call Cindy Simmons on 07831 292 128
MPA Express Academy 2014 3 PR Schedule Professionals To secure your places please email jennie@mpa.org.uk For more information call Cindy Simmons on 07831 292 128 The MPA and Planning Express are proud
More informationTraining Products Portfolio
Training Products Portfolio Supporting learning, development and change Training and Consultancy Chapel House are a UK based, accredited, professional training and consultancy organisation with programmes,
More informationTHE ROLE OF THE FACILITATOR
THE ROLE OF THE FACILITATOR What is a Meeting Facilitator? The facilitator is a guide or discussion leader for the group. The process of facilitation is a way of providing leadership without taking the
More informationWHAT MAKES GREAT TEACHING AND LEARNING? A DISCUSSION PAPER ABOUT INTERNATIONAL RESEARCH APPLIED TO VOCATIONAL CONTEXTS
WHAT MAKES GREAT TEACHING AND LEARNING? A DISCUSSION PAPER ABOUT INTERNATIONAL RESEARCH APPLIED TO VOCATIONAL CONTEXTS Background Good teaching is the core driver of high quality learning. Linked with
More informationEmotional Quotient. Michael Sample. CEO Sample Co. 5-22-2013. Your Address Here Your Phone Number Here Your Email Address Here
Emotional Quotient CEO Sample Co. 5-22-2013 Introduction The Emotional Quotient report looks at a person's emotional intelligence, which is the ability to sense, understand and effectively apply the power
More informationHuman Resources. Values for Working Together and Professional Behaviours
Human Resources Values for Working Together and Professional Behaviours A message from the Vice-Chancellor The new Human Resources Strategy, Working Together: A Strategy for Success, in tandem with the
More informationHSF030. Business Unit: Marketing and Communications Date created: December 2014. Division: Strategy, People & Operations Review date: December 2015
Position Title: Digital & Engagement Specialist No.: HSF030 Reports to: Title: Marketing & Communications Leader No.: HSF067 Business Unit: Marketing and Communications Date created: December 2014 Division:
More informationDamers First School Teaching & Learning Policy
Damers First School Teaching & Learning Policy DAMERS FIRST SCHOOL HAPPY CHILDREN & HIGH QUALITY OHANA! In our family NO ONE GETS LEFT BEHIND Because we believe CHILDREN ARE OUR FUTURE. TEACH THEM WELL
More informationLeadership Development - The Facilitation of Learning Effective People
Inspiring leaders to improve children s lives Schools and academies Facilitators of leadership learning: developing and observing the competencies Facilitation competency framework Resource Contents Introduction
More informationCreating mutual trust
13. 3and Creating mutual trust respect Organisations that thrive are those where the company culture promotes mutual trust and respect of colleagues, and this is as true in PR as it is elsewhere. In this
More informationPerformance Management System Skills and Behaviours Bank
Performance Management System Skills and Behaviours Bank Leadership Gives purpose and direction to ensure that staff are motivated and inspired to deliver the Parliament s aim, values and strategic priorities.
More informationDAIRYNZ POSITION DESCRIPTION
DAIRYNZ POSITION DESCRIPTION Title and Reporting Relationships Position Title: Reports to: Location: Career Level: Science Support Manager General Manager Research & Development Newstead People Leader
More informationEMAIL STRATEGIES THAT WORK
PERSUADE, ENGAGE, CONNECT EMAIL STRATEGIES THAT WORK Whitepaper examples, breakdowns and tools the building blocks for your next message Copyright by Chris Westfall 2015 All rights reserved do not duplicate
More information