Below is a full list of the eLearning modules we have available for purchase or adaptation, and a brief overview of the key content. Call us now on (020) 520 6600 to find out more.
Unspoken Communication
• How to overcome resistance and conflict
• Dealing with Aggression
• Using the ACE Model
• Making sure your ideas are SOLD
The Art of Communication
• The 3 “Vs”
• Neuro-Linguistic Programming
• Barriers to Communication
Team Dynamics
• Charismatic Leadership
• Teams vs. Groups
• Building and Harmonising Teams
Stating Your Case Persuasively
• Using perspective
• Planning
• Structuring your speech
• The PROEP model
Stages of Negotiation
• Example scenario that tests bidding, questioning, bargaining and consolidation
Prioritisation
• Prioritsation Matrix
• Urgency type Quiz
• Example planning exercise
Presentation Skills – Preparation and Structure
• Preparation and structures
• FIRES method
• Summarisation and storytelling
• Visual techniques
Presentation Skills – Delivery
• Setting up
• The Three Vs
• How we are perceived
• Intonation and Pauses
• Hints and Tips
Presentation Skills – Dealing with Nerves
• Symptoms and Physiology of nervousness
• Nervous Habits
• Antidotes
• Acceptance
Overcoming Resistance and Conflict
• How to overcome resistance and conflict
• Dealing with Aggression
• Using the ACE Model
• Making sure your ideas are SOLD
Objective Setting
• Job clarification
• Taking action for the right reasons
• Time and Effort
• The Pareto Principle
• SMART objectives
Motivation and Reward
• Knowledge Quiz
• Herzberg’s Hygiene Factors
• Team Motivation
• Action Planning
Minute-Taking Exercise
• Video of a company meeting, with corresponding agenda and minute-taking exercise
Management Styles
• Leaders Test
• McGregor’s X&Y
• Tenenbaum and Schmidt’s Models
• Management Hints and Tips
Assertiveness and Delegation
• Assertiveness
• Dealing with Time Bandits
• Delegation and Structuring
Allocating and checking work in your team
• Delegation
• Delivering feedback
• Managing Performance
• Feedback structure
Helping team members address problems affecting their performance
• Adair’s leadership Model
• Conduct and capability issues
• Assertiveness
• PEACE Model of conflict resolution
• Working styles
Encouraging innovation in your area of responsibility
• Leadership vs. management
• De Bono's 6 Thinking Hats
• Drawing out ideas
• GRIPS method
Planning change
• SWOT and PEST
• Communicating change to stakeholders
• Rewarding stakeholders
• The 4R's of motivation
Implementing change
• The Change Curve
• Qualities for Implementing Change
• Negotiation
• Force Field Analysis
• AKDAR Model
Providing learning opportunities for colleagues
• KSA’s
• VAK Learning Styles
• Situational leadership
• GROW Model
Building and managing teams
• What is a team?
• Choosing the right intervention
• The coaching cycle
• Assertiveness: The Pendulum system
• Personality types
Leading meetings
• Planning a successful meeting
• Leadership skills
• Guidelines for chairing team meetings
• Dealing with difficult participants
• Mediation techniques
• Adding VALUE to the meeting
Communicating information and knowledge
• Planning to Communicate
• Structuring Information
• Dealing with questions
• Interpreting body language
• Readers and listeners
Making effective decisions
• How to prioritise decisions
• The weighted pros and cons method
• Best practice for decision making
Participating in meetings
• Qualities of an effective communicator
• Planning and preparation
• Communication Styles
• ACE, LISTEN and PROEP model
Developing productive working relationships with colleagues
• Positive language
• SARAH Model for dealing with emotion
• Feedback Model
• Understanding Stress management
• Stress management
Promoting equality and diversity in your organisation
• Defining Diversity and Equal Opportunities
• Diversity self-assessment
• Diversity and the law
• The business case
• Implementing a diversity approach
Recruiting, selecting and retaining colleagues
• The need to recruit, select and keep colleagues
• The Stages of Recruitment
• Structuring and planning the interview
• Questions to avoid at interview
• Retaining staff
Supporting customer service improvements
• Identifying Customer Service Improvement areas
• Getting to the root of the problem
• Improvement ideas
• Presenting your improvement ideas
Delivering customer service and resolving problems
• Defining Customer Service
• Identifying Customer Service Problems
• Resolving complaints
• Questioning techniques
• Communication Skills
Gathering and using customer service information
• Gathering Information
• Setting objectives
• Methodologies
• Using and analysing information
Leading people in customer service
• Managing performance
• Setting objectives
• Evaluation and review
• Monitoring and supporting
• Delivering feedback
• Motivation
The language of customer service
• Defining customer service
• The customer activity cycle
• Standards and codes of practice
• The service balance
Selling through customer service
• The customer service-sales link
• Defining sales
• Selling through customer service in practice
• Case studies
Working with others to improve customer service
• Stakeholders in the customer service chain
• Dealing with conflict
• Discussion techniques
• Avoiding future conflict
Understanding the context of work and your responsibilities
• Understanding your organisation
• Understanding your role
• Person Specifications and Job Descriptions
• Inductions
• Ongoing Development strategies
Communication skills for the work environment
• Defining communication
• Benefits of communication
• Verbal communication
• Written communication
• Questioning techniques
• Listening skills
Working with office systems
• Organising and attending meetings
• Using telephone, IT, postal systems
• General conduct
• Dealing with visitors
Supervising an office facility
• MODEL supervision
• Situational management
• Negotiation
• Time management
• Persuasion
Improving your own performance
• The Performance Management cycle
• Role clarity
• Preparing for an appraisal
• Development routes
• The Learning Log