Telephone And Reception Skills: First Impressions Are Lasting Impressions

Course Code: BSE01 | Duration: 1 Day

First impressions are lasting impressions; there is no second chance, when you are dealing with people, either face to face or on the telephone. Receptionists are the shop window to your organisation; the image they present is a vital component for the success of any business and the one that the customer or visitor takes away with them.

Who Should Attend Telephone And Reception Skills Training?

• Customer Services staff or office administrators who work at the shop window of the company and who are responsible for answering the telephone.

Benefits From Attending The Training

• Present a positive personal image to customers
• Use appropriate styles of communication - including questioning and listening techniques
• Receive and make effective telephone calls
• Respond to callers' needs, deal with difficult callers

Course Content

• First impressions - effect on the caller / visitor
• Building personal confidence
• The effect of words, tone, and voice
• Understanding the need for good listening skills
• Developing a questioning technique, prompting answers on which to base decisions
• Taking responsibility for the call, handling messages
• The caller's perspective, 'What would I expect from me?'
• Personal discipline and control, handling pressure
• Summarising callers' wants and needs - action and agreement
• Reception security management skills
• Managing visitor / caller records
• Problem-solving workshops
• Questions and answers

Customer Care: To Infinity & Beyond

This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills and share best practices.

Who Should Attend Customer Care Training?

• Anyone working in a customer-facing role who wishes to improve their performance.

Benefits From Attending The Training

• Greater confidence in dealing with customers both internal and external
• Understand the importance of customer care
• How to handle complaints in a positive way
• Have the confidence to interject for clarity

Course Content

• Recognise who the customer is
• Commit to how important the customer is
• Develop an understanding of what a customer wants
• Consider the barriers to customer service
• View each customer contact as an opportunity
• Identify what causes a customer to complain
• Observe what happens when service falls below the level of expectation
• Create a checklist of action points to implement in the workplace
• Problem-solving workshops
• Questions and answers

Confidence And Assertiveness: Building & Developing Self Improvement

Course Code: SSG05 | Duration: 1 Day

The aim of the workshop is to encourage you to make decisions and implement changes that will give you direction and add value to your life.

Who Should Attend Confidence And Assertiveness Training?

• This course would be suitable for those who may find communicating with colleagues, managers, and external customers challenging. The aim is to improve and develop their confidence and assertive skills in dealing with others.

Benefits From Attending The Training

• Clarify what confidence and assertiveness looks, sounds, and feels like
• Challenge self-limiting beliefs
• Skills to communicate calmly and professionally
• Make choices about behaving differently to get different results without changing your personality

Course Content

• Self-Belief (challenges, rejection, understanding your qualities, confronting challenges)
• Life Focus Smart Objectives - Specific, Measurable, Achievable, Realistic, and Time
• Effective Communication Skills (body language, listening skills, positive attitude)
• The ability and knowledge to be able to gain the results you want without causing conflict
• The ability to find a reason for resolving a situation, to meet the needs of all concerned
• Problem-solving workshops
• Questions and answers

Business Writing Skills: Professinal Writing & Grammer Skills

Course Code: BSE04 | Duration: 1 Day

Although writing is an important part of working life, few employees receive help with documents or writing guidance. Many employees admit that they feel insecure about their grammar and writing skills.Although writing is an important part of working life, few employees receive help with documents or writing guidance. Many employees admit that they feel insecure about their grammar and writing skills.

Who Should Attend Business Writing Skills Training?

• This seminar is aimed at anyone who has to produce documents, reports, or agendas as part of their employment. The style of the course is especially suitable for technical staff or front-line managers.

Benefits From Attending The Training

• Save time, effort, and money
• Develop more effective and efficient work practices
• Increase customer satisfaction
• Enjoy a better public image

Course Content

• Understand the different needs of written communication as compared to verbal communication
• Interpret information and feedback and represent it in report form
• Consider the structure of business documents in everyday usage
• Effective listening skills
• Grammar, punctuation, and spelling
• Prioritising information
• Producing short notes, memos, and emails
• Letter writing to achieve action
• Producing a report
• Problem-solving workshops
• Questions and answers

Notes, Minutes, Communication And Meetings: Effective Communication & Productive Meetings

Course Code: BSE05 | Duration: 1 Day

This course aims to give delegates the skills, tips and shortcuts to ensure that your meetings are productive and effective and that vital information is not lost through poor minute taking.

Who Should Attend Notes And Minute Taking Training?

• This course would be suitable for anyone who is new to or regularly requested to take notes and minutes of meetings.

Benefits From Attending The Training

• Identify the Responsibilities of the Minute Taker
• Sort Out Facts
• Be Selective in Recording Information
• Have the Confidence to Interject for Clarity
• Layout Information in a Style Suited to the Audience

Course Content

• Taking Meeting Minutes
• Purpose of Meetings, Purpose and Styles of Minutes
• How to Prepare Well Before Taking Minutes
• Working with the Chair - Getting his/her Help with your Minute Taking
• Listening Skills
• Improving Note Taking
• Develop Skills in Speed Writing Techniques
• Turning Notes into Minutes
• Editing
• Summary and Action Plans
• Problem-solving workshops
• Questions and answers

Handling Difficult Customers: Proffesional and positive intetractions

Course Code: BSE06 | Duration: 1 Day

Providing customer service today is not always easy, customers often have heightened and seemingly unreasonable expectations of service levels. In general, we have a potentially explosive cocktail. This course helps staff to manage difficult customer situations with greater skill and confidence, recognising that transforming a difficult situation can result in a lifelong ally.

Who Should Attend Handling Difficult Customers Training?

For staff who are likely to encounter difficult customer situations, either in person or on the telephone.

Benefits From Attending The Training

• Identify what makes a customer 'difficult'
• Handling complaints through the development of questioning and listening techniques
• Skills to communicate calmly and professionally
• Skills of assertiveness and how to apply the technique

Course Content

• Causes of difficulty: what makes your customers difficult?
• Different communication channels and their effect: face-to-face, on the telephone, written.
• Consider the structure of business documents in everyday usage
• Managing your own responses: keeping in peak condition, emotionally, and professionally.
• Communicating confidently and calmly: under pressure and saying things in the right way.
• Strategies for handling dissatisfaction: turning around a tricky situation or complaint.
• How to say "No": when you can't say "yes"
• Controlling your own anxiety, anger, and fear in a conflict situation
• Stopping conflict from escalating
• Problem-solving workshops
• Questions and answers

Presentation Skills Stage 1: Professional Presenter

Course Code: BST01 | Duration: 1 Day

Presentation Skills are vital in today’s business world; poor presentations not only obscure the message and lose arguments, but also can affect sales. No matter what the case may be if it’s not presented professionally it will undoubtedly lose its impact.

Who Should Attend Presentation Skills Stage 1 Training?

This course is aimed at people with limited, or no experience of presenting to groups, who wish to develop their confidence by gaining knowledge and practical experience.

Benefits From Attending The Training

• Achieve by taking the first steps to become a good presenter
• Be able to control nerves and deal with common fears
• Be able to speak with more confidence in front of an audience
• Know how to develop their own ideas
• Know how to plan and structure a presentation

Course Content

• What makes a good presentation?
• Planning, Preparation, Practice
• Break down the barriers to a good presentation
• Timing and delivery
• Communication
• Verbal
• Written
• Behavioral
• Using anecdotes and personal stories
• Dealing with questions and answers
• Dealing with nerves
• Problem-solving workshops
• Questions and answers

trainingoverviews/BS/BSM01.pdf

Train The Trainer: Professional Trainer

Course Code: SSI03 | Duration: 1 Day

Do you want to achieve more with your training? Whether you are a full time trainer or someone who delivers training or coaching occasionally as part of your role, this train the trainer course is for you. PCS’ Train the Trainer course aims to give practising and potential trainers the foundation to aid the formal development of their role.

Who Should Attend Train The Trainer Training?

Anyone who is responsible for the design, delivery, and evaluation of training in-house, and wishes to develop a more structured approach.

Benefits From Attending The Training

This one-day programme will equip participants with skills to be effective trainers. Good training delivery is the key to the success of your organisation - it will unlock the potential of the people on whom success relies.

Course Content

• The Training Cycle (planning the training, evaluation of training)
• How People Learn (learning styles, communication skills)
• Different Training Methods (demonstration, exercises, discussion)
• Setting the Stage (using visual aids, flip chart, video, room layout, timings)
• Trainer's Skills and Qualities (questioning techniques, constructing and structuring the session)
• Coaching and Mentoring
• Problem-solving workshops
• Questions and answers

trainingoverviews/BS/BSM01.pdf

Time Management for Success : The Art of Mastering Time

Course Code: BSM01 | Duration: 1 Day
Delivery: 1-1 | Company Classroom | Scheduled | Live Online

Course Description:

Time management is a cornerstone skill for anyone looking to succeed in their professional life. This course introduces proven techniques that have empowered top leaders in business, sports, and public service to reach their highest achievements. Master the art of managing your time to improve personal effectiveness, better manage tasks, and lead your teams efficiently.

Who Should Attend Time Management Training?

• This one-day event is perfect for team leaders, supervisors, and managers who want to maximize their productivity. The course is designed to not only help you manage your own time more effectively but also to enhance your ability to organize, prioritize, and delegate tasks within a team.

Benefits From Attending The Training

• Gain insight into your personal time management style, identifying your strengths and areas for development.
• Learn how setting objectives and targets, alongside effective delegation, can dramatically improve how you and your team use time.
• Develop practical strategies for eliminating time-wasting habits, improving focus, and maximizing productivity.

Course Content

• Setting Objectives: Organize and prioritize your goals to stay on track.
• Improving Work Habits: Correct unproductive behaviours in yourself and your team.
• Prioritization: Establish and manage both short- and long-term priorities.
• Time Attitudes: Adjust your mindset for greater efficiency.
• Motivation: Stay motivated and keep your team energized.
• Time Auditing: Use tools to assess and optimize time usage.
• Time Planning: Effectively schedule and allocate time for tasks.
• Workspace Optimization: Organize your space for maximum productivity.
• Delegation: Delegate tasks to free up time for priority work.
• Communication Efficiency: Streamline communication and resource use.
• Eliminate Time Wasters: Remove distractions that impact productivity.
• Self-Management: Build habits for long-term time control.

*BESPOKE COURSE | Course Duration, Level & Duration: Depends On Content & Individuals*

Project Management: Mastering the Art of Project Management

Course Code: BSM02 | Duration: 1 Day |
Delivery: 1-1 | Company Classroom | Scheduled | Live Online

Course Description:

This course equips project managers and team members with a comprehensive understanding of project planning and management fundamentals. You will gain the essential tools to ensure your projects are successfully delivered on time and within budget.

Who Should Attend Project Management Training?

• This course is designed for project managers, team leaders, and team members who need practical skills to manage projects effectively. Whether you are new to project management or looking to sharpen your skills, this training will enhance your ability to plan, allocate resources, and execute projects efficiently.

Benefits From Attending The Training

• Gain a solid understanding of core project management principles.
• Identify the critical components that contribute to successful projects.
• Learn best practices to optimize project planning, execution, and control.

Course Content

• Introduction to Project Management: Learn project benefits, manager roles, and project types.
• Project Initiation: Set objectives, define scope, and establish strategies.
• Project Organization: Break down work, structure teams, and set milestones.
• Detailed Planning: Manage dependencies, allocate resources, and assign tasks.
• Gantt Charts: Create and interpret Gantt charts for timelines.
• Risk Management: Identify and manage project risks.
• Controlling Projects: Monitor progress and make adjustments.
• Stakeholder Communication: Improve communication with stakeholders.
• Effective Project Manager: Enhance leadership, motivation, delegation, and team management.

*BESPOKE COURSE | Course Duration, Level & Duration: Depends On Content & Individuals*

Introduction to Management & Supervision :Essential Skills for Management

Course Code: BSM03 | Duration: 1 Day
Delivery: 1-1 | Company Classroom | Scheduled | Live Online

Course Description:

Being an effective manager can be challenging, especially for those new to the role. This one-day seminar equips managers and supervisors with essential skills and the confidence to excel in their roles. Learn practical strategies to handle the responsibilities of management, a role that is both demanding and rewarding.

Who Should Attend Introduction To Management Training?

• This course is designed for newly appointed managers, middle managers, supervisors, and team leaders, as well as those who have been in the role for some time but have not received formal management training.

Benefits From Attending The Training

• Gain a clear understanding of the manager's role and responsibilities in achieving success through others.
• Learn how to apply different leadership styles based on specific situations.
• Improve communication skills, including the effective use of words, tone, and body language

Course Content

• Role of a Manager: Understand core duties and responsibilities.
• Leadership Styles: Identify the best approach for different situations.
• Effective Communication: Improve use of words, tone, and body language.
• Managing Resources: Tools to manage teams and resources efficiently.
• Management Skills: Develop essential skills for effective management.
• Building Teams: Learn what teams need to perform well.
• Organizational Skills: Manage tasks and priorities effectively.
• Delegation: Know when and how to delegate for productivity.
• Motivating Your Team: Inspire and drive team performance.
• Problem-Solving: Practical exercises for real-world challenges.
• Q&A Session: Address management questions and scenarios.

*BESPOKE COURSE | Course Duration, Level & Duration: Depends On Content & Individuals*

Developing Management & Leadership Skills: Mastering the Art of Management

Course Code: BSM04 | Duration: 1 Day |
Delivery: 1-1 | Company Classroom | Scheduled | Live Online

In today’s fast-paced environment, effective managers must be able to motivate their teams, manage change, handle difficult individuals, and develop their staff. This interactive, one-day coaching equips you with the essential tools to navigate these challenges, providing a clear understanding of management’s crucial role in driving team performance and growth. The focus will be on applying these skills to benefit both you and your organization. .

Who Should Attend Developing Management And Leadership Skills Training?

This course is ideal for deputy managers and aspiring first-line managers looking to build a strong foundation in management and leadership.

Benefits From Attending The Training

• Gain essential knowledge for first-line managers.
• Learn how to give constructive and effective feedback.
• Develop leadership skills and discover your preferred leadership style.
• Understand the impact of effective vs. ineffective leadership.
• Improve communication and team briefing for open, positive interactions.

Course Content

• Effective Leadership: Understanding key principles and styles.
• Motivating Teams: Techniques to inspire and engage.
• Building Trust and Respect: Strengthening team dynamics.
• Managing Work: Practical approaches to time management and task prioritization.
• Team Development: Recognizing team strengths and weaknesses.
• Effective Communication: Enhancing dialogue and clarity.
• Individual Development: Strategies for coaching and mentoring staff.
• Teamwork: Benefits, roles, and stages of team growth.
• Setting SMART Objectives: Defining clear goals and adapting to change.
• Understanding Motivation: What drives people and how to harness it.
• Change Management
• Appraisals and Discipline.

*BESPOKE COURSE | Course Duration, Level & Duration: Depends On Content & Individuals*

Course Code: BSM05 | Duration: 1 Day
Delivery: 1-1 | Company Classroom | Scheduled | Live Online
Mental Health for Managers : Managing Staff with Mental Health Difficulties:

Course Description:

One of the most important responsibilities for an employer is to foster a positive and constructive work environment, especially for employees dealing with mental health challenges. A staff member's performance, reliability, and commitment are likely to improve when their mental health and well-being are supported.

This course is designed for managers who must work with employees suffering from mental health issues. While care and understanding are crucial, a business must still operate efficiently, and other staff members must work in harmony with colleagues who may require special attention. Making decisions that balance business needs and employee well-being can be challenging, but this course provides practical strategies to manage mental health situations effectively while creating a safe, supportive workplace.

Who Should Attend Introduction To Management Training?

• Managers and supervisors responsible for staff well-being
• HR professionals involved in employee support
• Team leaders overseeing staff dealing with mental health issues
• Anyone tasked with creating or enforcing company mental health policies

Benefits From Attending The Training

• Support staff with mental health issues while maintaining workplace productivity.
• Handle complex mental health situations legally and ethically.
• Balance compassion with business efficiency.
• Develop skills for managing difficult mental health conversations.
• Foster a positive working environment for all employees.

Course Content

• Company policies on mental health and managing risk for affected staff.
• Pay, sickness, and mental health considerations, including disciplinary actions.
• Proper documentation and handling of mental health-related cases.
• Addressing staff resentment, unfair treatment, and bullying.
• Role-play workshops for real-world mental health scenarios.
• Breaking confidentiality: When to involve higher management or authorities.
• Identifying and addressing potential cases of staff feigning illness.
• Effective communication dos and don'ts with staff facing mental health challenges.

Note: Pringle PCS recommends that attendees complete a Mental Health Awareness or Mental Health First Aider course, either in person or online, before attending this course

The Management Programme

Course Code: BSM06 | Duration: 5 Days
Delivery: 1-1 | Company Classroom | Scheduled | Live Online

This bespoke management programme contains each of the training courses below;

• Time Management: Mastering The Art of Time
• Project Management: Mastering the Art of Project Management
• Introduction to Management & Supervision: Essential Skills for Management
• Management & Leadership Skills: Mastering the Art of Management
• Mental Health for Managers: Managing Staff with Mental Health Difficulties

This training is specifically tailored to your company’s working environment, incorporating relevant procedures, tasks, and challenges that your managers face on a daily or monthly basis. The management programme offers flexible delivery options: it can be completed consecutively over four days, spread out over a four-week period (one session per week), or scheduled monthly. Training can be held at the PCS training suite or on-site at your location.

Who Should Attend The Training

This course is ideal for individuals new to the roles and responsibilities of management or supervision, as well as experienced managers seeking to enhance their management and leadership skills.

Benefits From Attending The Training

• Gain a comprehensive understanding of the supervisor’s role and key responsibilities in driving team success.
• Learn to adapt leadership styles for different situations.
• Improve communication skills by mastering the use of words, tone, and body language.

Course Contents:

Time Management:

• Setting Objectives & Prioritization
• Time Auditing & Planning
• Delegation & Self-Management

Project Management:

• Project Initiation & Planning
• Risk Management & Gantt Charts
• Stakeholder Communication

Managerial Skills:

• Leadership Styles & Communication
• Resource Management & Delegation
• Building Teams & Motivation

Leadership & Development:

• Team Development & SMART Objectives
• Change Management & Discipline

*BESPOKE COURSE | Course Duration, Level & Duration: Depends On Content & Individuals*