Employee Development & Training
Please see below for courses available.
Conflict Management Skills
Post crisis approachThis Conflict Management course provides learners with the knowledge and skills to safely manage conflict in the workplace. It examines how to prevent, deal with and report confrontation. It is very interactive with plenty of time for discussions and reflective practice.
Course content
- What is conflict?
- Common causes of conflict and triggers to aggressive behaviour
- Acknowledging emotions
- Stages of conflict escalation and patterns of behaviour
- Recognising and overcoming communication barriers
- Effective communication including body language and empathic listening
- Communication/verbal de-escalation models
- Danger and warning signs
- Staying calm and managing our own responses
- Procedural and environmental factors affecting conflict situations
- How our safety can be compromised
- Understanding our natural response to conflict
- ‘Reasonable force’ as described in law and its limitations and requirements
- Post crisis approach
Cost: Please enquire for cost.
Customer Service Training
This Customer Service course provides learners with the skills to provide excellent customer service and the knowledge of how to exceed customer expectations. It is very interactive with plenty of time for discussions and reflective practice.
Course content
- The importance of customer service
- Customer relations
- Rapport with customers
- Customer service skills & qualities
- Manage & exceed customer expectations
- Putting yourselves in the customer’s shoes
- Building empathy
- Handling difficult customers
- Communication skills
- Assertiveness skills
- Cultural factors and how they can affect customer expectations
- The affect attitude has on the behaviour of others
- Your contribution to the organisation’s success
- Delivering effective customer service
- Finding solutions
Cost: Please enquire for cost.
Time Management Skills Training
This Time Management course provides learners with the skills to manage time more efficiently and complete tasks and projects in a more timely and effective manner. It is very interactive with plenty of time for discussions and reflective practice.
Course content
- The importance of time management
- Key skills
- Analysing key objectives and how they influence the workload
- Prioritising tasks according to importance, urgency and other factors
- Time management models and tools
- The 4 D’s of productivity
- The 7 wastes of time (Lean)
- Potential barriers to effective time management and solutions
Cost: Please enquire for cost.
Assertiveness Skills Training
This course provides learners with the skills and confidence to be more assertive in their interactions when it is necessary. It is very interactive with plenty of time for discussions and reflective practice.
Course content
- What is meant by assertiveness
- The effects of assertiveness on ourselves and others
- Natural and emotional responses to events
- Aggressive and submissive behaviour
- Antidotes to neutralise the ‘fight or flight’ response
- Assertive responses to deal with different workplace issues
- Behaviour verses barriers
- Types of assertiveness
- Assertiveness models and tools
- Personal strategy for being more assertive in work
Cost: Please enquire for cost.
Effective Communication Skills
This course provides learners with the skills and confidence to effectively communicate in various situations and interaction. It is very interactive with plenty of time for discussions and reflective practice.
Course content
- The different forms of communication
- Communication models
- Communication Cycle
- How to use communication effectively
- Face-to-face communication
- Communicating via phone and email
- Effective listening
- Empathic communication
- Barriers to effective communication
- Handling aggression through communication
- Better use of all-round communication
Cost: Please enquire for cost.
Presentation Skills
Course content
- Effective presentations skills and attributes
- Effective communication
- Overcoming fears of public speaking and presentations
- Planning of presentations, pitches, meetings and conference calls
- Structuring a presentation
- Making your presentations stand out/interesting
- Handling difficult questions
- Practical: create and deliver a small presentation using the learnt skills
Cost: Please enquire for cost.
The following courses are also available:
- Selling with Confidence
- Fundraising Skills
- Interview Skills
- Customer Service Skills
Cost: Please enquire for cost.
Silvana Holt
Silvana has been delivering training for over 12 years to many organisations across various industries, specialising in Health & Safety related topics, Health & Social Care training and Employee and Leadership Development programmes.
Thank you, Silvana, for another amazing training session. We really appreciate your kindness to support our charity. The training was informative, fun and gave us the opportunity to learn new skills and gain confidence which will enhance our presentation skills. Thank you.
Thank you to Silvana for supporting Forget Me Not Children’s Hospice with her training session at the back end of last year. We found the day to be really enjoyable and really liked the way that Silvana had a range of training techniques included throughout the morning opposed to PowerPoint slide after PowerPoint slide. It offered a good opportunity for us all to reflect on our own strengths whilst highlighting areas for development which, going forward, will make us a stronger team.
Silvana is amazing at what she does. This is a woman who always goes above and beyond to provide the best training there is. Her knowledge and skills are top of the game. Highly recommended.
Excellent training everyone made to feel relaxed and comfortable. Everyone engaged in the training & learnt a lot.
- “Really enjoyed the course, lots of information I’ve definitely learnt a lot and really nice woman!” Abby Knutton
- “Very nice training, clearly teached and lovely tutor. Delivered a lot in two days.” Rebecca Jones
- “Good clear information presented well and discussed in groups.” Sharon Sargent
- “Very informative 2 days, delivered in a profession manner.” Tony Costello
- “Really enjoyed the course, very helpful and some great information.” Kamy Khan
- “Excellent session of Conflict Management and Diversity and Equality. Well presented to the class.” Brian Cross
- “Very happy with the training was explained very well and clear, I learnt so much and understand a lot more.” Laura Flynn
- “Training reflective and ensures that I work better.” Terry Leasre
- “Very helpful and thorough course. Well ran and informative/” Mike Wilson
Have a Question?
Providing a wide range of training courses in the North West.
