Business Skills Training Course Catalogue 2013/14

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Kwintessential's catalogue of business training courses in the UK (London and Somerset training centres) for 2013/2014 - communication, sales, management, HR, export, marketing, customer service and international business.

Business Skills Training Course Catalogue 2013/14

  1. 1. Business Training Courses 2013/14 Catalogue
  2. 2. Being good in business is the most fascinating kind of art. Making money is art and working is art and good business is the best art. :: Andy Warhol
  3. 3. Kwintessential :: Soft Skills Soft Skills Courses Overview Categories Business Skills.................................................................... 3 Communication................................................................ 17 Customer Service............................................................. 29 Export.............................................................................. 37 Finance............................................................................ 43 G.I.L.T.............................................................................. 49 Health and Safety............................................................. 55 Human Resources............................................................ 61 International Business....................................................... 73 Management and Leadership........................................... 81 Marketing......................................................................... 91 Personal Development...................................................... 99 Sales.............................................................................. 113 Trainer Profiles................................................................ 125 Our Courses................................................................... 129 Coaching........................................................................ 131 About Kwintessential...................................................... 132 What Our Clients Say..................................................... 134 Contact us...................................................................... 136 1
  4. 4. I feel like I have gotten to know my colleagues better over the course of the training and feel that as I go forward I will have a stronger bond with them Delhaize Group 2
  5. 5. Kwintessential :: Business Skills Skill Specific Courses Business Skills Introduction to Risk Management .................................... p4 Conducting Effective Meetings ........................................ p5 Presentation Skills ........................................................... p6 Introduction to Business Process Mapping ..................... p7 Developing a Business Plan ............................................. p8 Effective Business English................................................ p9 Taking and Writing Effective Minutes .............................. p10 Networking Master Class ............................................... p11 Planning, Organising and Controlling Projects ................ p12 Advanced Report Writing ............................................... p13 3
  6. 6. Business Skills :: Kwintessential Introduction to Risk Management Course Code: BSIRM Aim In this course, participants will gain in-depth information and practical skills in respect to analysing, identifying and mitigating risks in their daily activities. Who for? Managers and specialists with a need to manage risk within their role. Those wishing to develop a more detailed understanding and control over their proposed plans of actions and the associated risks when doing so. Bid and tender writers. Upon completion of this course you will be able to: | Value risks as a resource for efficient management | Focus on your objectives by understanding and mitigating risks from the first stage of planning action | Design and implement effective risk control measures A typical course covers the following sections: | Understanding risks and uncertainties | Analysing internal and externals risks | Gaining control over potential problems and challenges | Create mitigating plans | Translating risks into budgetary needs | Action planning Both instructors were affable and approachable and I would have no hesitation in recommending them or using them again. JX Nippon Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 4
  7. 7. Kwintessential :: Business Skills Conducting Effective Meetings Course Code: BSCEM Aim Meetings and business discussions are a vital part of an organisation’s decision-making process. However, for many, these interactions can be meaningless, lead to interpersonal conflict and equate to failure to meet objectives and wasted time. During this workshop, you will learn how to plan and facilitate meetings and group discussions effectively. You will be introduced to a range of tools and techniques that will increase participant interaction, enthusiasm, productivity and commitment. Who for? Managers and professionals from all sectors with responsibility for facilitating groups or teams and ensuring successful group outcomes. Upon completion of this course you will be able to: | Identify the role, responsibilities, skills and characteristics of an effective facilitator | Create a targeted agenda to make meetings productive | Start up, manage and close effective meetings | Encourage involvement from all participants | Provide constructive feedback | Handle difficult situations and difficult people A typical course covers the following sections: | Defining facilitation – purpose, benefits and role of facilitation | Psychology of groups – understanding adult learning, group dynamics and team development | Planning the meeting – defining, clarifying, establishing, and building | Facilitating the meeting – encouraging, empowering, evaluation and follow-up | Developing your communication skills – questioning and listening techniques | Facilitation practice Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 5
  8. 8. Business Skills :: Kwintessential Presentation Skills Course Code: BSPS Aim Many of us try to avoid presenting and when we have to do it, it is usually a case of ‘surviving’ the experience. However, presenting is a core business skill and, as such, we are typically expected and required to be good at it. The good news is all of us can learn to be good, if not excellent, presenters. This course provides you with the opportunity to significantly improve your ability to speak confidently and deliver persuasive messages by practising and delivering presentations in a safe environment with personalised feedback. Who for? Anyone who wants to speak confidently and professionally in front of small and large groups, whilst simultaneously inspiring their audience. Upon completion of this course you will be able to: | Speak to groups in a convincing, confident, clear and professional way | Identify and apply the key skills of effective presenting | Plan, prepare and structure your presentations more effectively | Keep the audience focused on you and your message | Achieve the right balance of credibility and approachability | Handle complex situations and people more confidently | Use visual aids to enhance rather than detract from your presentation A typical course covers the following sections: | Planning your presentation (identifying your goals and defining your objectives) | Designing your presentation (opening with impact, closing with flare) | Building confidence (reducing the tension, tips and techniques) | Engaging your audience (making a positive first impression, modulating your voice) | Interacting with the group (conveying content through topical questions, handling questions) | Delivering your presentation (applying your presentation skills) | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 6
  9. 9. Kwintessential :: Business Skills Introduction to Business Process Mapping Course Code: BSBPM Aim Effective business processes are essential to the delivery of organisational objectives. They govern behaviour, compliance, ensure quality delivery of work based activities and enable a system for measuring areas such as productivity. The competence of an organisation in respect to identifying, developing, implementing and further improving internal business practices is essential to organisational success. Who for? All managers and specialists with a need to establish a system of business processes or those for whom on-going improvement has become a concern. What are the benefits? | Understand and control business processes from beginning through to end | Identify opportunities for development and improvement | Understand inefficient processes and obstacles to on-going process improvement I found the entire course really enjoyable and very worthwhile. The trainer was brilliant! A typical course covers the following sections: | Identifying your business priorities | Learn how to map business processes | Model simple business processes | Understanding key steps in business process mapping | Evaluating processes | Identify improvements | Action planning Future Plc Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 7
  10. 10. Business Skills :: Kwintessential Developing a Business Plan Course Code: BSDBP Aim In this course, participants will gain knowledge and practical skills to develop a successful business plan. You will understand the purpose and crucial elements of a business plan, whilst developing an understanding of the way in which an effective business plan can make a significant difference to your business. Who for? Anyone who wants to develop a business plan or understand the principles involved in business planning such as business owners, directors and strategic managers. Upon completion of this course you will be able to: | Use the business plan as a platform for business feasibility assessment | Provide a focused and practical plan for yourself, your team and your business | Focus on your objectives and key areas of concern. | Communicate your purpose and potential | Identify and break down costs with the intention of establishing how much money needs to be invested or financed | Gain funding and support from banks and sponsors | Identify your goals, market and competitors A typical course covers the following sections: | What is a business plan? | What is its purpose? Why do you need a plan? | Understanding the essential components of a business plan | Exposure to sample business plans | Understanding areas to avoid when compiling a business plan | Understanding the relationship between the business plan, strategic plans, budgets and related business areas | Ensuring that your business plan is consistent and compelling Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 8
  11. 11. Kwintessential :: Business Skills Effective Business English Course Code: BSEBE Aim In this course, participants will improve their business communication in English. You will learn how to communicate confidently and effectively. Who for? Anyone who wants to improve their business communication in English. Upon completion of this course you will be able to: | Use English effectively for business | Check that your communication is working – and know what to do if it isn’t | Communicate in a professional style and manner | Avoid common errors and use sentences, paragraphs and punctuation correctly and effectively | Write for the desired results | Edit and proof read your written copy | Feel confident about communicating with authority in a business context A typical course covers the following sections: | What is business English? | Effective business style communication | Tips for using varying sentence patterns and sentence lengths | Being direct: less is more | Pointers for adding zing to your communication | Rules for capitalisation | Punctuation made easy | Secrets of spelling | New business usage standards | Proofreading or editing The trainer was very experienced and added a great value to the course Oerlikon Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 9
  12. 12. Business Skills :: Kwintessential Taking and Writing Effective Minutes Course Code: BSTWEM Aim This interactive workshop is designed to equip participants with the knowledge and skills to write effective meeting minutes. Who for? This training course is aimed at participants who want to learn how to write effective meeting minutes. Although the potential scope is broad, the course is most commonly requested by administrative assistants, PAs and secretaries. Upon completion of this course you will be able to: | Prepare for a meeting as a minute-taker | Describe a range of tools and methods to record meeting content | Appreciate the importance of active listening when taking minutes | Identify the different minute styles (e.g. formal minutes, information minutes, action minutes) | Understand how to present minutes in different formats | Describe and identify the roles people hold in meetings | Explain how to respond to issues of confidentiality A typical course covers the following sections: | Review of why meetings are held and their varying purposes | Identifying the roles and responsibilities of meeting attendees | Planning and preparing for meetings, including working with the chairperson | Exploring the different types of minutes, tools and methods for recording notes | Identifying the skills needed to write effective minutes | Review & action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 10 Many thanks to the trainer, she was excellent. Copart
  13. 13. Kwintessential :: Business Skills Networking Master Class Course Code: BSNMC Aim In this course, participants will gain practical skills to develop a business network. You will be provided with techniques that help you building up your network successfully. Who for? Anyone who is required to network within their role and who needs to improve their skills. Upon completion of this course you will be able to: | Develop greater self confidence in respect to your ability to network through an understanding of networking tips and techniques | Be outgoing with individuals and groups | Gain self awareness of the first impression you make | Learn how to attract attention and represent you and your company successfully | Identify possible business partners A typical course covers the following sections: | What is networking and what can be achieved? | Are you ready? – confidence, language & purpose | The opportunity – exploring organisations, venues and online possibilities | Dress for success – attire and non-verbal behaviour | Tips for confidence and coming from a resourceful state | 10 things NEVER to do | Cold calling, elevator pitches, coaching, facilitating and bonding | Follow up and warming up relationships | CRM, data systems, auto-responders and newsletters | Converting networks into profitable business Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 11
  14. 14. Business Skills :: Kwintessential Planning, Organising and Controlling Projects Course Code: BSPOCP Aim In this course, participants will gain the practical skills to develop and implement effective project planning techniques and strategies. Project management skills are essential for the breaking down of large requirements into logical and sequential activities which can be delivered to deadlines. The techniques which enable a project manager to do this effectively are essential across all elements of the planning, organising, controlling and delivery schedules. Who for? Anyone who wants to improve their productivity by managing their time and activities more effectively. It will also be beneficial to project managers who need to further enhance their skills and individuals interested in entering the project management field. Upon completion of this course you will be able to: | Understand the fundamentals of a project, the project life cycle, project methodologies and project management roles | Complete an organisational analysis | Gain confidence in how to sell a project to business managers and the Board | Appreciate and understand how to manage budgets for ‘added value’ | Produce a stakeholder engagement plan, resource plan, programme plan and work stream portfolio and reporting processes A typical course covers the following sections: | The function of project management | Design a business case | Design a programme plan | Risk assessment and budgeting | Getting the Board on board | Motivation and communication across project team members | Project reporting | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 12 Many thanks to the trainer, she was excellent. Copart
  15. 15. Kwintessential :: Business Skills Advanced Report Writing Course Code: BSARW Aim This interactive workshop is aimed at participants who are currently producing competent reports and who are looking to increase the efficacy and influence of their documents. Who for? Anyone who is looking to further enhance their report writing skills. Upon completion of this course you will be able to: | Define reader requirements and use these requirements as the basis for establishing a comprehensive approach to the structure and content of the reports | Appreciate the varying formats and layouts for reports | Know how to write a clear report | Explain how to craft a compelling and persuasive argument in a report | Be confident in using statistical information in a report | Appreciate the importance of editing and proof reading A typical course covers the following sections: | Identifying your audience | Refresher of the principles of clear writing | Exploring how to write a compelling argument – individual reflection/paired exercises | Dealing with overload | Exploring the most effective way to present statistical information in your report – tutor input and paired exercises | Page layout and document design | The use of simple English to convey content | Review & action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 13
  16. 16. If you want to build a ship, don’t drum up people to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea. ::Antoine De Saint Exupery 14
  17. 17. 15
  18. 18. Even at my age, I learned many new facts regarding this subject Perstrop 16
  19. 19. Kwintessential :: Communication Skill Specific Courses Communication NLP and Communication .............................................. p18 Communication Skills .................................................... p19 Creating Value on the Telephone .................................... p20 Essential Business Grammar ........................................ p21 Essential Business Writing Skills .................................... p22 Mastering the Art of Public Speaking ............................. p23 Mediation at Work ......................................................... p24 Persuading and Influencing ............................................ p25 Presenting and Speaking with Confidence ..................... p26 17
  20. 20. Communication :: Kwintessential Neuro Linguistic Programming (NLP) and Communication Course Code: CONLPCO Aim The NLP model focuses on the way in which we communicate both internally and externally, the processing and recall of communication and the way in which communication can empower an outcome. As such, it lends itself greatly to any training session focused on communication. This course will equip participants with a range of tools and techniques which are of significant benefit to the way in which we communicate with others and achieve our desired outcomes. Who for? This course is targeted at anyone who needs to further improve their communication skills within the workplace. Individuals with a general interest in NLP as a tool for effective performance may also benefit from the training. Upon completion of this course you will be able to: | Understand the way in which we communicate at an unconscious level with others and with ourselves | Appreciate how emotional triggers work to create psychological/physical states and how to manage those triggers to give you greater flexibility in your life | Develop skillful, elegant use of language patterns that motivate and influence | Build the very deepest level of rapport with individuals and groups | Explore your relationship with others and with yourself A typical course covers the following sections: | The history, definitions and presuppositions of NLP | The NLP Communication Model | The NLP Change Model | The powerful mind-body connection and how to use it to make life easier | The Feedback Model – how to give and receive feedback positively and effectively | Rapport – how to build and improve relationship skills | How to increase your linguistic flexibility and overcome limiting beliefs Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 18
  21. 21. Kwintessential :: Communication Communication Skills Course Code: COCS Aim The ability to communicate effectively lies behind the success of anything we do. Failures in this respect impact organisational efficiency and are often demoralising for those concerned. Communication skills are therefore an essential part of everybody’s standard toolkit and understanding I found the the role of communication is essential. During this course, you will gain the skills to collaborate with others and leave the workshop programme with a clear plan of how to improve your communication style very interesting and technique. Who for? Anyone who wants to strengthen their communication and collaboration skills and work confidently with others. Upon completion of this course you will be able to: | Communicate effectively, confidently and clearly | Build up stronger business relationships | Avoid misunderstandings | Use communication as a tool to achieving your needs and informative - I think it will help build more positive relationships in the future Ubisoft A typical course covers the following sections: | Key characteristics of a skilled communicator | Different communication styles | Presenting a positive image through communication | Understanding common barriers to communication | Achieving results in your communications with others | How to build collaborative relationships that emphasise trust and respect | Communicating effectively using simple, concise and direct language | Enhancing your active listening skills to avoid common misunderstandings | How to foster effective communication within your workplace | Dealing with difficult communication scenarios Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 19
  22. 22. Communication :: Kwintessential Creating Value on the Telephone Course Code: COCVT Aim The telephone is a powerful tool for professionals to market their products and service. It is also an underestimated tool that can provide increased sales when used effectively. In this course, participants will gain practical skills to develop and implement a framework for successful value-creation in the minds of their prospects. Who for? Anyone within sales and marketing who uses the telephone to persuade prospects or to maintain client relationships. Upon completion of this course you will be able to: | Understand the power of the telephone | Appreciate the barriers the telephone creates in the mind of your prospect | Know and use the 6 key persuaders to increase sales | Increase interest from prospects effortlessly | Drive up your personal results A typical course covers the following sections: | Why the phone creates barriers | The 9 steps to creating value | The 6 key persuaders | The skills to creating value | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an inhouse course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 20
  23. 23. Kwintessential :: Communication Essential Business Grammar Course Code: COEBG Aim When producing business communications and documents, grammar is essential. Errors in grammar make the document less plausible and lead the reader to question the competence of the author. The aim of this course is to ensure that the participant gains the skills and insight to produce grammatically well written documents which present them in a positive light. Who for? This course is aimed at anyone responsible for producing written documents and who is uncertain in respect to the rules of grammar. Upon completion of this course you will be able to: | Use English grammar to improve your communication | Improve your grammar for business purposes | Check your grammar | Practice your grammar for the desired results | Feel confident about writing and speaking effectively A typical course covers the following sections: | Strategies for eliminating stiff, formal language and avoiding wordiness | Understanding why concise communication is imperative today, whether you’re writing a formal report or an e-mail | Grammar blunders professionals most frequently make | How to use active verbs and voice to communicate more powerfully | Tips for using varying sentence patterns and sentence lengths | Punctuation made easy | New business usage standards | Proofreading or editing? Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 21
  24. 24. Communication :: Kwintessential Essential Business Writing Skills Course Code: COEBW Aim In this course, participants will learn the essential skills of business writing. By the end of the course they will be able to apply these skills to create emails, letters and reports that grab their reader’s attention, deliver their message concisely and create a change in the reader’s thoughts, feelings or actions. Who is it for? Anyone who wants to better write more powerful emails, letters or reports. Upon completion of this course you will be able to: | Harness greater effectiveness in written communication | Save time as your messages become less complicated and easier to understand | Create greater success in your career as your messages are recognised as being powerful and concise A typical course covers the following sections: | Identifying your reader and choosing the most effective form of correspondence | Grabbing your reader’s attention | Writing effectively | Punctuation, grammar and structure | Creating user-friendly layouts | Writing powerful letters and emails Very | Writing effective reports interactive | Applying your new writing skills to your work Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 22 part, good in depth knowledge of the trainer Cassidian
  25. 25. Kwintessential :: Communication Mastering the Art of Public Speaking Course Code: COMAPS Aim In this course, participants will gain practical skills to successfully present public speeches. You will acquire the tips and techniques to help you confidently deliver an engaging speech. Who for? Anyone who wants to improve their skills of speaking in public. Upon completion of this course you will be able to: | Empathise with your audience by reading their body language | Increase awareness of your own body language and self-presentation | Use voice modulation effectively to engage your audience | Choose audio visuals to enhance your speech | Overcome stage fright | Prepare your speech A typical course covers the following sections: | Successful speech components | How and when to use audio visual aids | Connecting with your audience through storytelling techniques, humour and other hooks | Using your body language and voice to positive effect | Understanding potentially embarrassing downfalls | Techniques to work off stress | Practice | Performance Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 23
  26. 26. Communication :: Kwintessential Mediation at Work Course Code: COMW Aim Workplace acrimony can be extremely detrimental to the organisation. It may lead to loss of motivation for the employees involved, grievances, poor productivity or workplace absence. Through effective mediation between the individuals involved, an employee equipped with the appropriate skills can make a significant difference by facilitating resolution and preventing escalation of issues or employment tribunals. This course aims to equip participants with the skills necessary to successfully mediate between parties. Who for? Managers, employee representatives and HR professionals. Other employees who wish to enhance their interpersonal skills. Upon completion of this course you will be able to: | Understand and detect signs of conflict escalation | Resolve conflicts in a respectful and dignified manner | Increase collaborative effort and results | Minimise workplace disruptions | Understand the five conflict behaviours | Further improve your interpersonal skills A typical course covers the following sections: | What is the life cycle of conflicts? | How conflicts influence relationships and work performance | The Conflict Profile | Effective mediation skills | The steps to effective mediation | Overcoming communication barriers | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 24
  27. 27. Kwintessential :: Communication Persuading and Influencing Course Code: COPI Aim Learning how to influence and persuade others is one of the most valuable and transferable skills. This course is designed to enable you to be more confident, influential and persuasive at work. It will help you maximise your presence and create a powerful impact on the people that you meet and work with. In order to influence the thinking and behaviour of others and persuade them to your way of thinking, you need to build relationships and communicate confidently and assertively, even when under pressure. This workshop will help you to achieve that through a mixture of theory, self-analysis, discussions and practical exercises. Who for? Anyone who wants to improve their ability to persuade and influence others in the workplace, get themselves heard and encourage others to value their opinion whilst making a greater impact on those around them. Upon completion of this course you will be able to: | Communicate in a more persuasive and confident manner | Build stronger working relationships whilst presenting yourself in an assertive manner | Recognise your own natural influencing style and that of others to increase your chances of achieving your goal | Achieve more win- win outcomes A typical course covers the following sections: | The positive use of power | Preparing the ground | Influencing styles | Pulling and pushing power | Achieving win: win outcomes | Influencing scenarios | Concluding the influencing transaction | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 25
  28. 28. Communication :: Kwintessential Presenting and Speaking with Confidence Course Code: COPSC Aim This course is aimed at equipping participants with the necessary skills and techniques to improve the quality of their presentations and their credibility with the audience. Who for? Anyone who wants to improve their speaking and presentation skills. Upon completion of this course you will be able to: | Present and speak spontaneously | Adjust to the audience | Speak confidently | Know the importance of ABCD Technique | Use visual aids effectively A typical course covers the following sections: | Spontaneous speech – short filmed exercise with light feedback | How does an audience listen? Presentation advice for making an impact | Confidence Exercises – finding your optimal emotional state | Structuring your talk – Attention, Benefit, Credibility & Direction – ABCD | Slides or no slides? When visual aids add and when they do not | How to prepare for success | Practice session with video and active feedback Presentation clear and concise. Additional printed materials much appreciated. The trainer was excellent, really first class Merz Pharmaceuticals Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 26
  29. 29. Communication is a skill that you can learn. It’s like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life. Brian Tracy:: 27
  30. 30. I liked the informal setting & the way the programme was adapted to my experiences. Chalhoub Group 28
  31. 31. Kwintessential :: Customer Service Skill Specific Courses Customer Service An Introduction to Customer Service ............................. p30 Customer Service for Credit Control .............................. p31 Effective Telephone Skills ............................................... p32 Managing Difficult Customers ....................................... p33 Professional Receptionist Skills ...................................... p34 29
  32. 32. Customer Service :: Kwintessential An Introduction to Customer Service Course Code: CSICS Aim In today’s competitive markets, delivering exceptional customer service is increasingly important to differentiate you from your competitors. The front line nature of a company’s customer service has a direct impact on company reputation and as such is vital to a company’s growth. This course will equip you with the essential skills required to deliver superior customer service. The course also covers difficult customer situations and techniques for negotiating a solution or for calming an angry customer when something has gone wrong in the service chain. Who for? All staff with responsibility for delivering customer service. Upon completion of this course you will be able to: | Create service that “delights” not just “satisfies” | Appreciate the key role that customer service plays in company reputation | Understand techniques for managing difficult and demanding customers | Manage complaints effectively and positively | Use the 3 principles of exceptional customer service Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an inhouse course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 30 A typical course covers the following sections: | Key themes in customer service research | Exceptional customer service - what is it and what isn’t it? | Moments of truth in customer service and consequences of poor service | Rapport building | First (and last) impressions count | Superior service questionnaire – how good are you? | In our customer’s shoes – what does the customer expect? | Role of emailing in customer services | Using assertiveness to respond to difficult situations – saying no; disagreeing and negotiation | Nature of anger and case study in dealing with angry people | Action planning
  33. 33. Kwintessential :: Customer Service Customer Service for Credit Control Course Code: CSCSCC Aim The need to maintain a positive and friendly approach whilst collecting payments and debt demands excellent customer service. This course will equip participants with the tools and techniques needed to acquire payment whilst managing client interactions in a professional and controlled way. Who for? Credit control professionals with responsibility for chasing payments and bad debt. Upon completion of this course you will be able to: | Increase your awareness of the skills and attitudes required for success | Understand the habits and behaviours of great customer service | Increase positive outcomes when chasing debt | Reduce complaints | Manage difficult clients It’s | Understand common non-payment excuses, with the ability given some to manage such responses | Improve teamwork new angles and views for me to reflect upon A typical course covers the following sections: | Who are our customers? | What are their needs? | What is ‘perfect’ credit control service? | Differences in communication styles | Creating rapport | Active listening | Managing complaints and difficult clients | Understanding and managing common non-payment excuses | Measuring your progress towards a perfect credit control service | Action planning Cookson Gold Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 31
  34. 34. Customer Service :: Kwintessential Effective Telephone Skills Course Code: CSETS Aim The aim of this course is to raise the awareness of customer service on the telephone and to assist delegates in providing telephone service excellence via established telephone techniques. Who for? All staff members who use the telephone as part of their normal duties. Upon completion of this course you will be able to: | Demonstrate a professional image when using telephone conversation as a mean of communication | Enhance key skills in assertiveness, listening and dealing with challenging callers | Master telephone etiquette in order to provide exceptional service A typical course covers the following sections: | Nature of communication & choosing the most appropriate method | Importance of first impressions from the caller’s standpoint | Giving callers the wrong impression | Challenges of communicating by telephone | Factors of good and bad communication on the telephone | Essential preparation to take the call | The 6 W’s of message taking | Questioning skills | Active listening skills on the telephone | Factors of voice to add impact - Power, Pace, Pronunciation, Pitch | Tactics and tips to cope with anger and complaints | 3 steps to assertive behaviour | 6 steps to an incoming call | Skill practice to experience the telephone process in practice | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 32
  35. 35. Kwintessential :: Customer Service Managing Difficult Customers Course Code: CSMDC Aim The customers who are the hardest to please can also be the most satisfying. For the positive image of your business it is crucial to adapt the right techniques and coping strategies in order to avoid further problems and to solve crises. With the right skills, techniques, and understanding we can deal with the difficult customers in a positive, professional, and constructive way, moving the relationship to a positive platform for the future. Who for? All staff with responsibility for delivering service to internal and external customers. Upon completion of this course you will be able to: | Value the need to gain respect and trust from other people | Plan a difficult discussion | Adjust your communication style to the type of the difficult customer that you are dealing with | Don’t take things to heart | Understand and practice the 3 steps of assertive behaviour to encourage staff to ‘give off their best’ and to help manage upwards | Use assertiveness to respond to difficult situations – saying no; disagreeing and negotiation A typical course covers the following sections: | Understanding customer expectations | Identifying “difficult” customer types | Influencing our customers | Effective communication and assertiveness | Handling customers complaints | Tips and tactics around dealing with angry people | Staying professional under pressure | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 33
  36. 36. Customer Service :: Kwintessential Professional Receptionist Skills Course Code: CSPRS Aim The initial contact that a visitor has with the receptionist when entering an organisation lays pivotal foundations for their perception, opinion and expectations of the company. The aim of this course is to equip receptionists and administrations staff with the skills and techniques to provide a great service to guests and visitors. Who for? All front line staff with responsibility for dealing with visitors. Upon completion of this course you will be able to: | Appreciate the vital role of the receptionist in creating a good corporate image | Understand your company culture & style and how to project it | Increase self-awareness: what, how and why I do things | Gain strategies to handle difficult customers A typical course covers the following sections: | Image portrayed | Listening skills | Making a great first impression | Image of the reception area | Multi-tasking - managing administrative tasks alongside receptionist responsibilities and inbound telephone calls | Dealing with cold callers | Your company brand - do you understand and role model this brand? | Handling ‘difficult ‘customers? What works well and what doesn’t work? | Delivering excellent customer service every time – how is that possible? | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 34
  37. 37. The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works. ::Jeff Bezos 35
  38. 38. Trainer’s knowledge was really impressive and she was really flexible as our curiosity raised often random questions Lloyds TSB 36
  39. 39. Kwintessential :: Exportß Skill Specific Courses Export Export Marketing ........................................................... p38 Export Procedures and Documents ............................... p39 Taking the Risk out of Export Sales ................................ p40 37
  40. 40. Export :: Kwintessential Export Marketing Course Code: EXEXM Aim This course will help participants understand the challenges, basic and key strategies within export marketing. Who for? Business owners, directors, managers and executives wanting to maximise their export marketing efforts. Upon completion of this course you will be able to: | Apply new research techniques | Identify your competitive edge through the marketing mix | Use market intelligence to maximise your proposition | Make the most of new media and e-marketing opportunities | Develop real brand values | Plan a communication strategy A typical course covers the following sections: | International market research | Products within export marketing | Pricing strategies | Using new research techniques and opportunities | Creating killer marketing propositions | Power promotion and international marketing communications | E-Marketing | The marketing plan – bringing it all together | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 38
  41. 41. Kwintessential :: Export Export Procedures and Documents Course Code: EXEXPD Aim This practical course helps you to understand and work through the procedures and paperwork involved while conducting international trade. Correct documentation is vital and directly impacts your prospects of securing payment. Good customs compliance is also vital, and can save costs and increase profitability. This practical course provides an overview of the main documentation and procedures involved in a typical trade transaction and will demonstrate how these benefits can be achieved. Who for? Suitable for those with little export experience who want to understand the basic terminology and activities involved in exporting. It is also a good refresher for those returning to export. Upon completion of this course you will be able to: | Understand all necessary and relevant documents for export | Understand Incoterms®2010 | Adapt export procedures A typical course covers the following sections: | Introduction to export | Key export documents (commercial invoice, packing list, export licenses) | Understanding Incoterms®2010 (risk and responsibility of buyer and seller) | Classification of goods for export (EUR1, Free Trade Agreements) | Payments (overview over letter of credits, VAT, bid & performance bonds) | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 39
  42. 42. Export :: Kwintessential Taking the Risk out of Export Sales Course Code: EXTRES Aim The course will help exporting companies understand how to establish an effective policy when dealing with overseas buyers in new or difficult markets and assess the alternative methods of payment as a means of: Securing overseas debts Negotiating favourable credit terms to promote the growth of sales The course will also highlight the key mechanisms for improving cash flow, managing currency exposures and reducing the risk of exchange losses. Who for? Staff involved in export sales, marketing or finance, who will benefit from understanding the financial risks, costs and solutions associated with overseas sales. Upon completion of this course you will be able to: | Understand export credit policy | Apply trade transaction & financing strategies | Manage risks A typical course covers the following sections: | Export finance (key issues, delivery terms) | Foreign exchange risk management | Delivery terms (INCOTERMS 2000) | Bank demand guarantees | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 40
  43. 43. A word, once sent abroad, flies irrevocably. ::Horace 41
  44. 44. A good experience Laureate Education 42
  45. 45. Kwintessential :: Finance Skill Specific Courses Finance Effective and Successful Budgeting ............................... p44 Finance for Non-Financial Managers .............................. p45 Finance for Project Managers ........................................ p46 43
  46. 46. Finance :: Kwintessential Effective and Successful Budgeting Course Code: FNEB Aim This course is aimed at individuals with responsibility for budget management. It will equip participants with an understanding of all elements of the budget process and associated budget terminology, whilst helping them to manage their budget effectively. Who for? All individuals involved in the preparation and management of budgets. Upon completion of this course you will be able to: | Correctly apply different budgeting methods | Understand key terminology | Understand risk and contingencies | Develop and implement successful budgeting processes A typical course covers the following sections: | Basic principles and concepts | Budgeting preparation | Budget process | Common budgeting issues | Budget reports | Variance analysis and solutions | Presenting the Departmental Budget | Action planning I enjoyed the training very much. Excellent day. Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 44 Marathon Oil
  47. 47. Kwintessential :: Finance Finance for Non-Financial Managers Course Code: FNNFNM Aim This course is aimed at managers and staff who have very little formal financial knowledge. Financial and management accounting is explained in simple terms and participants are able to leave the course equipped with the ability to discuss and manage financial activities competently. Who for? Managers and staff who wish to gain a clear understanding of finance and accounting within the business setting. Upon completion of this course you will be able to: | Understand key financial terminology | Assess financial accounts | Understand financial reports allowing information to be reviewed and understood with competence | Understand capital expenditure and operational expenditure | Review financial information | Manage budgets effectively A typical course covers the following sections: | Finance within the business setting | Understanding management accounting | Profit and loss, cash flow and balance sheets | Working capital management | Cost control and cost categorisation | Cash flow control | Liquidity | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 45
  48. 48. Finance :: Kwintessential Finance for Project Managers Course Code: FNFNPM Aim Effective management of areas such as cash flow, variance, predicted costs, predicted consequences etc. are crucial to successful project management. This course equips the participant with an understanding of key financial areas at all stages of the project lifecycle; ensuring that the participant is able to competently appreciate and understand financial considerations within the projects in which they are working. Who for? Project managers. Upon completion of this course you will be able to: | Understand key financial terminology within the project lifecycle | Understand financial considerations at different stages of the project lifecycle | Evaluate risks and defend contingency costs | Administer the project budgets | Appreciate cash flow and profit A typical course covers the following sections: | Financial evaluation of projects | Project budgeting | Basic accounting principles – valuing risk | Profit and loss | Communicating with senior managers in respect to costing | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 46
  49. 49. All money is a matter of belief ::Adam Smith 47
  50. 50. Excellent presentation covering a wealth of information Aircraft Research Association The presenter delivered the training course very well – he kept the group engaged and he came across as very professional and well informed MOOG 48
  51. 51. Kwintessential :: GILT Skill Specific Courses G.I.L.T Globalisation, Internationalisation, Localisation and Translation Negotiation Strategies for Translation Sales ................... p50 Selling Skills for Translation Project Managers ................ p51 Interpreting at International Conferences ........................ p52 49
  52. 52. GILT :: Kwintessential Negotiation Strategies for Translation Sales Course Code: GTNSTS Aim This course is focused on empowering sales people within the translation industry to be more effective negotiators. Workshop participants will come away with an understanding of preparing for negotiations, negotiation strategies, managing complicated negotiations and securing the best price. Who for? Any sales person or account manager within the translation industry who wishes to enhance their negotiation skills and secure better outcomes. Upon completion of this course you will be able to: | Have more confidence to negotiate better outcomes | Handle difficult negotiations whilst seeking a win- win outcome | Anticipate the “give” or concessions the customer is likely to want | Have a list of potential “gets” from the customer | Articulate your position more effectively in negotiations | Apply strategies for handling difficult negotiations A typical course covers the following sections: | Typical negotiation scenarios within the translation industry | How using a sales process paves the way for better negotiations | Questioning, listening and understanding body language | Negotiation models and the impact of culture on negotiation | Two of the most common tactics translation buyers use: how to recognize and respond to them | Effective use of “gives” and “gets” | Keeping cool & the art of silence | How to bow out gracefully when things go awry | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 50
  53. 53. Kwintessential :: GILT Selling Skills for Translation Project Managers Course Code: GTSSTPM Aim This workshop is a great opportunity for project managers who wish to take a more pro-active approach to expanding and deepening relationships with their clients to maximise revenue and profitability. Who for? Project managers within the translation industry who would like to maximise revenue and profitability. Upon completion of this course you will be able to: | Understand drives end customer behaviour and how your services meet their needs | Attain basic sales skills that suit a project management environment | Know how to spot sales opportunities and leverage client relationships | Apply a toolbox of proven tactics to cross sell your services and to gain numerous referrals from your customers A typical course covers the following sections: | How and why customers select and stay with translation vendors | Power distribution within the client / provider relationship | Using the customer information at your disposal to expand and deepen customer relationships | Practical and easy ways to ask for referrals | Identifying cross selling opportunities | Working more effectively with your sales counterparts Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 51
  54. 54. GILT :: Kwintessential Interpreting at International Conferences Course Code: GTIIC Aim In this course, participants will learn the roles, duties and practices of interpreters at international conferences. They will leave the course with practical experience and a strong understanding of the stages in commissioning and preparing for interpreting, working with interpreters and speakers and building good working relationships. Who for? Anyone who wishes to better understand the international conference interpreting process. Conference organisers who wish to know how to work more effectively with interpreters. Upon completion of this course you will be able to: | Understand the set-up of a typical interpreting conference and the equipment in use | Create clearer, more useful interpreters briefings for better interpreting | Understand the ‘must have’ information which clients should be asked | Learn the questions to ask when clients don’t give good briefings | Get a taste of standard interpreting techniques and equipment | Gain experience of some of the skills necessary for good interpreting | Create checklists for organising international conferences | Manage difficult situations A typical course covers the following sections: | Three interpreting modes: simultaneous, consecutive and on-stage and how they work | Conference preparation, interpreter briefings and interpreter research | Establishing client needs and understanding what needs to be assessed | Working with speakers and interpreters | Venues – equipment and set ups | Managing issues | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 52
  55. 55. Globalization is not a zero-sum game, but we need to hone our skills to stay in play ::Jon Meacham 53
  56. 56. My job performance will be improved IUCN 54
  57. 57. Kwintessential :: Health Skill Specific Courses Health & Safety Health and Safety in the Workplace ............................... p56 First Aid ......................................................................... p57 First Aid Refresher Course ............................................. p58 55
  58. 58. Health :: Kwintessential Health and Safety in the Workplace Course Code: HSHSW Aim Health and Safety is an essential demand for all work environments. Protecting our employees from risk in the work place and safeguarding their well-being ensures that potential accidents are prevented, working productivity is retained and that legal cases are avoided. Who for? Although this course is of particular benefit to managers, team leaders and supervisors, it is also equally beneficial to other personnel with a responsibility for health and safety in the work place. Upon completion of this course you will be able to: | Understand the principles of health, safety and accident prevention | Contribute to any health and safety management system | Appreciate the importance of risk assessment as a technique for accident and ill health prevention | Understand the responsibilities placed on employers and employees | Understand the hazard, risk and main causes of harm to workers (manual handling, hazardous substances, exposure to noise and vibration) | Recognise the importance of following systems, procedures and rules | Understand how individual action can reduce risks to health and safety | Appreciate how workplace equipment and task design affect health and safety A typical course covers the following sections: | Primary sources of accidents in the workplace | Health and Safety Legislation and legal responsibilities | Organisation risk assessments | Workplace equipment, accidents, first aid, equipment, lifting and manual handling, fire hazards and prevention, safety signage | Key responsibilities | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 56
  59. 59. Kwintessential :: Health First Aid Course Code: HSFA Aim This three day course will equip learners with first aider accreditation, enabling them to attain the knowledge and competencies needed to deal with a range of emergency first aid situations. Learners will be able to demonstrate the practical administration of safe, prompt, effective first aid in emergency situations with an understanding of the role of the first aider. Who for? The qualification is designed for people who have a specific responsibility at work, or in voluntary and community activities, to provide first aid when dealing with an emergency situation. Upon completion of this course you will be able to: | Understand the role and responsibilities of a first aider | Assess an incident | Manage an unresponsive casualty who is/is not breathing normally | Recognise and assist a casualty who is choking | Manage a casualty who is wounded and bleeding or with a minor injury | Manage a casualty who is in shock A typical course covers the following sections: | Introduction to the role of the first aider | Content of first aid kits | Incident and accident records | Incident assessment | Dealing with emergencies: CPR assessment, unconscious casualty assessment, wounds bleeding and shock assessment | Qualification assessment (practical and/or theoretical) Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the Great day, well done to the trainer! Genpact session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 57
  60. 60. Health :: Kwintessential First Aid Refresher Course Course Code: HSFAR Aim The aim of this course is to refresh and update previously acquired first aid skills, reviewing best practices, theoretical knowledge and reassessing the participants to ensure they are aware of the latest techniques and procedures. Who for? The qualification is designed for people who have a specific responsibility at work, or in voluntary and community activities, and want to keep themselves updated and renew their qualifications. Upon completion of this course you will be able to: | Review the role and responsibilities of a first aider | Assess an incident | Manage an unresponsive casualty who is breathing normally | Manage an unresponsive casualty who is not breathing normally | Recognise and assist a casualty who is choking | Manage a casualty who is wounded and bleeding | Manage a casualty who is in shock | Understand how to manage a casualty with a minor injury A typical course covers the following sections: | Revision of the role of the first aider and first aid kit content | Incident record and assessment | Dealing with emergencies: CPR assessment, unconscious casualty assessment, wounds bleeding and shock assessment | Qualification reassessment (practical and/or theoretical) Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset.
  61. 61. A healthy attitude is contagious but don’t wait to catch it from others. Be a carrier. ::Tom Stoppard 59
  62. 62. My expectations were exceeded. Building trust is a clear corner stone for building good relations, being very open and honest is important in business Tesa 60
  63. 63. Kwintessential :: Human Resources Skill Specific Courses Human Resources Recruitment and Selection - Strategies and Skills .......... p62 Conducting Successful Appraisals and Reviews ............ p63 Consulting Skills for L & D Professionals ........................ p64 HR for Non HR Managers .............................................. p65 Managing Absence ........................................................ p66 Measuring and Evaluating Learning ............................... p67 Strategic HR .................................................................. p68 Equality and Diversity ..................................................... p69 Managing Redundancy and Restructuring ..................... p70 61
  64. 64. Human Resources :: Kwintessential Recruitment and Selection Strategies & Skills Course Code: HRRSS Aim Plenty of managers have a good theoretical knowledge of recruitment but there is always a need to properly apply this in practice. Having the ability to identify the very best candidates leads to shorter training time, greater productivity and faster delivery of results. This highly practical course will equip the participant with the knowledge, skills and confidence to recruit only the very best people who are suitable for the role and who will add value to your business. Who for? This workshop is designed for anyone involved in the recruitment process, either new to interviewing or experienced, who would like an insight into competency-based interviewing. Upon completion of this course you will be able to: | Describe the overall recruitment and selection process | Confidently recruit the right person for the role | Create a personal profile of the ideal candidate | Conduct a competency-based interview | Project your company in a positive and realistic light | Evaluate candidates against predetermined criteria | Make effective selection decisions A typical course covers the following sections: | Attracting the right person | Reviewing a CV – what to look for | Preparation before the interview | The interview room and attendees | Interview styles | Equality and diversity | Building rapport with the candidate | Questioning skills | Other aspects of conducting the interview | Making your selection decision Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 62
  65. 65. Kwintessential :: Human Resources Conducting Successful Appraisals and Reviews Course Code: HRSAR Aim In this course, participants will gain practical skills to develop and implement a framework for successful appraisals and reviews. This training will teach participants how to foster motivation and performance improvement through a series of methods and techniques. This course will also look into different strategies for dealing with conflict, poor performance and negative reactions to feedback and equip participants with the confidence, knowledge and skills to manage the process effectively. Who for? Senior/junior managers, supervisors, HR managers, directors and all other individuals with responsibility for employee management. Upon completion of this course you will be able to: | Understand the fundamentals of an appraisal process and the way in which it should be structured | Learn how to build rapport and relax the appraisee | Appreciate the ‘dos and the don’ts’ | Put into practice the “Sandwich technique”: praise and criticise constructively | Deal with conflict and handle difficult situations | Ensure good performance and commitment after the appraisal | Understand post appraisal review strategies A typical course covers the following sections: | Manager and employee roles in the performance appraisal process | The performance appraisal as an important management tool for the organisation, supervisor and employee | The supervisors planning checklist | How to complete a performance appraisal form | Standards for documenting performance | Guidelines for setting goals and coaching employees | Responding to employee reactions | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 63
  66. 66. Human Resources :: Kwintessential Consulting Skills for L&D Professionals Course Code: HRCSLDP Aim Effective consulting skills are key within the Learning and Development (L&D) field and critical to the ability of an L&D professional to deliver their role effectively. This course will equip participants with the tools and models to attain successful outcomes when consulting within their organisation. Who for? L&D professionals wishing to further improve their personal performance and individuals who are new to the L&D role. Upon completion of this course you will be able to: | Recognise the tools and techniques which help consultants to prosper in their work | Understand the key concepts and models to engage meaningfully within your organisation | Increase your skills of persuasion | Create an environment which increases engagement | Build a successful network of key relationships to increase effectiveness A typical course covers the following sections: My job | Identify the consultative areas within an L&D role – where are these skills essential? performance | Assess your current levels of competence within the consulting will be environment | The 6 steps of a successful consultant improved | Listening and questioning techniques IUCN | Key influencing skills | The 2 interpersonal skills you need | Developing and enhancing your emotional intelligence | Dealing with difficult individuals | Establishing, implementing, reviewing and delivering effective projects | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 64
  67. 67. Kwintessential :: Human Resources HR for Non-HR Managers Course Code: HRNHR Aim In this course, participants will gain an overview of the importance of human resources in their organisation, enabling them to deal even more effectively with people related issues and requirements within in their department. Who for? Managers and supervisors who wish to develop a broader understanding of the people issues within their organisation. This course is particularly pertinent to individuals managing teams and with responsibility for dealing with basic HR issues. Those who are thinking of HR as a career. Upon completion of this course you will be able to: | Be more effective in creating employees’ development plans | Become more attuned to the needs of HR and the benefits of HR initiatives | Understand the key HR areas | Forward planning to minimise the demands on your role | Become more flexible in your approach to HR issues A typical course covers the following sections: | The function of the HR Department | Employment legislation and its role within an organisation | Identifying organisation HR issues | Managing organisation HR changes | Managing performance, disciplinary, grievance, absence, attrition and recruitment | Case studies relating to typical HR issues | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 65
  68. 68. Human Resources :: Kwintessential Managing Absence Course Code: HRMA Aim In this course, participants will gain practical skills which will enable them to develop and implement a framework for attendance management. It is a term used to describe a proactive approach to ensure that all staff attend work whenever they are contracted to do so. Who for? Anyone who wants to improve their team’s productivity by managing absence more effectively and those who wish to explore the benefits of absence management. Upon completion of this course you will be able to: | Reduce absenteeism | Improve efficiency | Reduce costs | Improve motivation | Create a positive organisational culture | Resolve problems in a structured way | Provide useful records in case of dispute in work/life balance A typical course covers the following sections: | The impact of absence on the organisation | Getting it right: work and life balance | The work/life checklist | The Return to Work (RTW) interview | Questioning with confidence and in an non-invasive manner | Effective questions to ask a RTW employee | Understanding root reasons of absence within individual cases | Absence management policies | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 66
  69. 69. Kwintessential :: Human Resources Measuring and Evaluating Learning Course Code: HRMEL Aim In this course, participants will gain practical skills to develop and implement a framework for measuring learning within the workplace. If you can measure it, you can improve it. This course will guide you through the relevant areas, enabling you to measure the performance of individuals and satisfy organisational return on investment requirements. Who for? For HR professionals wishing to increase their understanding of performance measurement. Anyone who wishes to increase productivity by measuring their personal and team performance. Those wanting to understand the issues of measurement of performance and training ROI. Upon completion of this course you will be able to: | Recognise the strategies and techniques used to measure individual performance | Understand how to maximise return on investment in training | Develop a plan for measuring the talent within your organisation more effectively | Increase organisational effectiveness through rigorous measurement techniques A typical course covers the following sections: | The 4 ways people learn | The 4 levels of learning | Return on investment in training | Measuring competencies | Latest strategies and research | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 67
  70. 70. Human Resources :: Kwintessential Strategic HR Course Code: HRSHR Aim In this course, participants will gain the necessary practical skills to enable the development and implementation of a framework for successful strategic HR management which complements the organisational strategy. Who for? Managers, leaders and HR practitioners wishing to improve overall organisational effectiveness through people strategies. Upon completion of this course you will be able to: | Appreciate the way in which HR strategy can support the organisation in delivering organisational goals | Apply the essential elements of an effective HR strategy | Understand the development and delivery of an HR strategy A typical course covers the following sections: | The strategic organisation overview | The HR strategy as a key element of the overall organisational strategy | The essentials of an HR strategy | Gaining business buy in for the strategy | Implementing the strategy and reviewing progress | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 68
  71. 71. Kwintessential :: Human Resources Equality & Diversity Course Code: HRED Aim To equip employers and employees with a clear understanding of Equality & Diversity within the workplace; ensuring that diversity is harnessed and that principles of equality are understood and effectively managed. Who for? HR managers, team managers and employees in general. Upon completion of this course you will be able to: | Be aware of the UK legislation and its implications for employers and employees | Be sensitive to the key diversity issues affecting your organisation | Gain an insight into the multiple benefits of diverse teams | Learn how to make the most of your diverse team | Encourage tolerance and awareness A typical course covers the following sections: | Understanding Equality & Diversity | Equality Act 2010 | Employer and employee obligations | Discrimination, stereotype, prejudice, bullying and harassment | Potential barriers and positive actions | Action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an inhouse course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. All the area’s covered are valuable and was made enjoyable and easy to comprehend because of how it was presented. Trainer was excellent to have and presentation was presented well. Webasto 69
  72. 72. Human Resources :: Kwintessential Managing Redundancy and Restructuring Course Code: HRMRR Aim To ensure that staff morale is protected, that individuals are treated fairly and to avoid costly tribunal claims, it is essential that organisational restructures and redundancy programmes are managed effectively and with compliance to the appropriate employment legislation. Who for? HR managers and HR directors, managers, directors, and project managers with responsibility for restructuring and change programmes. Employment Relations staff and all other staff with responsibility for input and management of restructuring and redundancy programmes. Upon completion of this course you will be able to: | Manage fair processes which retain staff confidence and limit negativity | Understand the appropriate employment legislation governing such activities | Comply with respective employment legislation and limitation of potential tribunal claims | Create appropriate outcomes for all staff, whether through redundancy, job changes, relocation or decisions to retain an individual within their current roles Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an inhouse course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 70 A typical course covers the following sections: | Key principles and impacts of restructuring programmes | Stakeholder roles through the life cycle of restructuring programmes | Planning for restructures and different options for staff change – e.g. suitable alternative employment, retention, redundancy, outsourcing | Employment legislation underlying redundancy – the do’s and the don’ts | Consultation during restructuring programmes | Selection for redundancy – ensuring fairness and qualified decision making | Outsourcing and the role of TUPE | Restructuring your workforce: consulting, communicating outcomes and updating contractual documents and related documentation | Managing change positively and common challenges for consideration following a restructuring programme | Action planning
  73. 73. The best way to be productive is to have a great team. So I spend more time than most CEOs on human resources. That’s 20 percent of my week. ::Kevin P. Ryan 71
  74. 74. Trainer was very knowlegable and made me feel relaxed Granite Transformations 72
  75. 75. Kwintessential :: International Business Skill Specific Courses International Business Customer Service Excellence Across Cultures ............... p74 International Negotiation Masterclass............................. p75 Fundamentals of Working Internationally ........................ p76 International Consumer Behaviour ................................. p77 International Business Strategy and Trade ..................... p78 73
  76. 76. International Business (Cultural Awareness Course) :: Kwintessential Customer Service Excellence Across Cultures Course Code: IBCACS Aim Our interactive ‘Customer Service Excellence Across Cultures’ course is designed to provide participants with a solid overview of how to provide excellent customer and sales service to an international and multicultural clientele. Who for? This course is aimed at anyone working or dealing with international customers. Upon completion of this course you will be able to: | Understand the values, retail habits and cultural contexts of foreign clients | Apply the cultural knowledge acquired to the context of international customers | Deal with culturally challenging situations in a professional and effective way | Effectively use International English | Offer high quality customer service regardless of the cultural origin of your clients A typical course covers the following sections: | Overview of the role of “culture” within international business, especially in the service industry | How culture directly impacts relationships between customers and front line employees and sales practices | Examining different styles of customer service etiquette and comparing the expectations and attitudes of customers from countries employees interact with regularly | Effective ways of daily interactions across cultures: cross-cultural communication and virtual communication skills using practical behavioural and communication tips to deliver quality customer service | Constructing a country shopper answer sheet/ fact sheet | Personal and team action planning Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run in London and Crewkerne, Somerset. 74
  77. 77. Kwintessential :: International Business (Cultural Awareness Course) International Negotiation Masterclass Course Code: IBCAIN Aim Our ‘International Negotiation Masterclass’ course is designed to support managers and individuals with their daily responsibilities on an international scale. The aim of the course is to provide information on approaches to, tactics in and strategies surrounding international negotiation. Who for? This training is aimed at business personnel either travelling abroad for negotiations or hosting business personnel from abroad. Upon completion of this course you will be able to: | Understand behaviours and cultural norms that impact business | Negotiate with different cultures in a confident and effective way | Succeed in your international negotiations using new tools, tips and strategies A typical course covers the following sections: | Overview of the role of “negotiation” within international business | Cultural awareness development | Building relationships with international counterparts | Overview of general negotiation skills and the Harvard method | How to approach cross-cultural negotiations | Developing personal skills - persuasion and influencing | Business and social etiquette/protocol in cross-cultural negotiations | Tips and strategies on overcoming challenges and seizing opportunities in cross-cultural negotiations | Developing a personal action plan Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run in London and Crewkerne, Somerset. 75
  78. 78. International Business :: Kwintessential Developing a Global Business Mindset Course Code: IBDGM Aim This course has been designed for companies who wish to gain greater global exposure by selling their products internationally. Who for? Business owners, global managers and directors who are keen to launch their business in the international arena. Upon completion of this course you will be able to: | Understand how you can benefit from globalisation | Learn how to deal with cultural and language differences | Create an international business plan | Get started as an international company A typical course covers the following sections: | Globalisation: what has changed? | Cultural difference: what is it and how can you adapt to make the best out of it? | Global challenges: time, language and business differences | Recognising difference, respect, reconciliation and resolution | International selling, marketing, reporting and creativity | Resolving international disputes | Rolling out strategy, tactics and requests for action | Local support – recruitment, chambers of commerce and P.R. | How to avoid getting “ripped off” and losing money | Building a strategy for entry, launch, traction, growth and profit The course presented all the information I needed. Thank you. Aston Martin Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 76
  79. 79. Kwintessential :: International Business International Consumer Behaviour Course Code: IBICB Aim This course has been designed to develop awareness of the culturally-influenced differences in consumers across the globe. You will also learn to adapt to these differences and get the most of your international presence. Who for? Business owners, global managers and directors who are keen to launch their business in the international arena. Upon completion of this course you will be able to: | Identify different consumer behaviour patterns | Adapt to different negotiation styles | Promote and protect your brand abroad | Build customer loyalty across cultures A typical course covers the following sections: | Customer behaviours home and away | Buying habits, negotiation styles, wealth and the law | Intellectual property rights – do you have any? | The meaning of your brand abroad | Marketing to culturally different consumers | Price, offers and promotions and the perception of value | Building customer loyalty in an international context | Advertising, brand awareness, PR and disaster management | Appropriate service behaviours | Building an action plan Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or, as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 77
  80. 80. International Business :: Kwintessential International Business Strategy and Trade Course Code: IBIBST Aim This course has been designed to introduce you to different business strategies in the international context, analyse their suitability to your business and set out an implementation plan. Who for? Business owners, global managers and directors who are keen to launch their business and products/services in the international arena. Upon completion of this course you will be able to: | Identify different business strategies | Adapt to different negotiation styles | Understand your market, sources and techniques | Promote and protect your brand abroad | Build customer loyalty across cultures A typical course covers the following sections: | Diverse international business strategies | Internal and external analyses of your position in the market | Objective setting for your business strategy | How to successfully implement your strategy | Directions and options for implementation | Open discussion on practical strategy implementation Included in our Training Courses Lunch, refreshments and supporting material are included in our training fees. Certificates are issued upon completion of the session. Booking This course is available as either an in-house course (tailored to meet your specific organisational needs), or as an open course. Please contact us to discuss your preferred options and dates. Our open courses are run from London and Crewkerne, Somerset. 78
  81. 81. Kwintessential :: International Business We are what we repeatedly do. Excellence, therefore, is not an act but a habit. ::Aristotle 79
  82. 82. I liked the informal setting & the way the programme was adapted to my experiences Chalhoub Group I feel like I have gotten to know my colleagues better over the course of the training and feel that as I go forward I will have a stronger bond with them Delhaize Group 80
  83. 83. Kwintessential :: Management and Leadership Skill Specific Courses Management and Leadership Change Management .................................................... p82 Emotional Intelligence for Leaders ................................. p83 Remote and Virtual Team Leadership............................. p84 Introduction to Talent Management ................................ p85 Managing a Matrix Team................................................ p86 Introduction to Management .......................................... p87 Managing Multicultural teams ........................................ p88 81

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