Phoenix Training

Archive for the ‘Top Tips’ Category

My day job vs my passion

Posted by Eddie Frame
Wednesday, January 11th, 2012

Anyone that knows me knows my biggest passion is carp fishing.  I have been carp fishing since I was 6 years old.  Some people might say I’m obsessed and during the summer months I spend as much time as possible down by the lake, going to fishing shows or just buying carp magazines.

I have now been working in Sales for 10 months and one thing that has surprised me the most is the similarity between sales and carp fishing, this may sound stupid but let me explain…

I believe that in carp fishing the most important thing is to never stay in the same place for too long. If the fishing is good carry on and stay put, however, it won’t stay like this forever and once you have either caught all the fish in the area or disturbed the area too much that nothing comes close then it’s time to move on.  The same thing can be said within sales, if you stay in the same area e.g. speak to the same clients or potential clients all the time you will eventually sell to everyone that wants your product or get told to never call back again because you are bothering them too much.  It is very important to move around and speak to as many different industries and potential clients as possible.

During one of my week long fishing sessions I make sure I always have 3 rods with me. These will all be fished at the same time.  The reason I do this is to ensure that I cover as much ground as possible, covering different depths and in different areas of the lake.  Again this is very similar to sales as it is very important to have as many existing and potential clients in the pipeline as possible and not just focus in on one area.  If the area isn’t producing or that rod isn’t in the right place you will leave with nothing. Make sure you have as many rods in the water as possible!!!

Another very important thing is to ensure that you have a variety of different baits in your tackle box, you would be surprised how fussy carp can be.  Something that worked one day could very easily not work the next. In sales make sure that your tackle box is full of different baits/products as this makes it much easier to relate the right features, advantages and benefits to the client’s needs.

Finally, patience! This is crucial – don’t pester people to try to make a sale as this will only lose you potential customers.  If you’re not patient in fishing you will end up scaring anything that comes close, or you’ll probably give up before the fish have even had a chance to find your bait.  There is also no harm in getting back in touch with people after a few months to see if they have any requirements – if it was a need once it will more than likely be a need again.   Just be patient!

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Suited and Booted (out)

Posted by OliverO
Friday, November 11th, 2011
Bowler Hat Brigade

Image by socialBedia via Flickr

“What’s the dress code for tomorrow’s meeting?”- A question that I now hear on a regular basis as my sales team prepare to meet with potential clients across the UK.  It’s also a question that I had seldom heard before the start of 2011.

Until recently, we always wore business suits to any meeting, irrespective of what sector the client we were visiting worked in.  Looking back it was inflexible, but it was safe.  “You can’t go wrong with a smart suit” my old boss always used to tell me, and I never even thought that this mantra could be wrong.  Like putting on a school uniform, we therefore donned our smartest suit and boldest tie and headed off without a second thought for what the client might think of our attire.

Demonstrating such inflexibility is strange really, especially when one considers that a key part of Phoenix’s approach is based on understanding our clients and designing solutions that really reflect their culture and values, as well as their learning objectives.   Equally, we put a great emphasis on preparing for every meeting and finding out as much about the potential client’s business and yet no matter what we knew about them, we never thought to change the way we were dressed.

One of my first experiences of ill-matched dress codes arose when a colleague and I turned up at a Computer Games company wearing suits.  Within seconds of meeting our t-shirt wearing hosts, I could detect some clear indifference and there was a distinct feeling that we were ill matched in every way.  No matter what we had to offer from a learning & development perspective, it was a battle we were never going to win.  Needless to say, we didn’t get the business.

Now, the decision on what we should wear is an important part of preparing for any meeting.  Where guidance is needed, we’ll ask the client who are often surprised by the question but are equally very pleased that we’ve taken this level of interest in them.

So while a suit is still a safe option, I’d urge you to take the time to consider who you’re meeting and reflect their culture and values at the earliest opportunity.  Of course, the suit still has a key role and can really make you look the part but dress codes evolve like everything else and you don’t want to be left behind. After all, how often do people wear bowler hats to meetings nowadays?

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What is customer service?

Posted by Martin le Comte
Thursday, October 13th, 2011

Effective customer service should be a combination of robust processes and great people, but I have found it is always the people that make the difference. That was never truer than my recent experience trying to purchase a new wood floor.  It was one of the worst customer service experiences I’ve ever had; it would have been laughable if it hadn’t been so painful and stressful.

  • Deliver – Do what you say you are going to do, when you say you are going to do it.

My flooring supplier missed five delivery slots in the space of two weeks; one of the missed slots was promised as a personal delivery by the company owner.

  • Get it right! – Make sure you have all the information you need to fulfil the customer’s request.

One of the excuses used by my flooring supplier, after the fifth missed delivery, was that they had the wrong delivery address even though I had confirmed it with them on, at least, four separate occasions

  • Take Ownership – Inevitably things sometimes go wrong, take responsibility and personal accountability for putting things right. Do everything you need to do to turn customer dissatisfaction into delight.

If the company I’m referring to had bothered to do anything that they said they were going to do to put things right – I would have simply thought that it was one of those things and been satisfied, they haven’t!

  • Communicate – Tell the customer what is happening throughout the process. The value of regular on going contact cannot be underestimated.

The flooring supplier that I used just stopped answering my calls (over 250 of them) deliberately dropping them only replying via email or text message with more broken promises! It got so bad that I was on the verge of contacting a solicitor to investigate how I go about starting legal proceedings to recover my money. Eventually, by text, I was told that the reason the supplier stopped answering my calls was that he was “profoundly embarrassed”. If he had just taken the time to talk to me the situation could have been resolved much sooner.

  • Follow up – Find out if the customer is satisfied with the product or service they have received. Ask them what you could do better and what they liked/appreciated about your company. This data is vital in improving the product or service that you offer, differentiating you from your competitors.

Needless to say in my recent experience this has not happened in any way shape or form, except that the partial refund promise has, you’ve guessed it, been broken.

On a final note, think about how many people I’m talking to about my recent terrible experience. Trust me, I’m not just blogging about it, I’m telling anyone who will listen.  Research tells us that the people that I tell will tell between 7 and 10 others about my experience to ensure that they avoid using the same supplier. That’s a lot of feedback and potentially a lot of lost sales.  From a purely commercial perspective how can you afford not to offer customers goodservice?

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Suits You!

Posted by OliverO
Tuesday, July 19th, 2011
Tailoring: first fit of a jacket. The jacket i...

Image via Wikipedia

Browsing through any number of training provider websites, you simply cannot avoid seeing solutions described as either tailored or fully bespoke.  Those words are everywhere and in many cases they are used to describe exactly the same thing.  Now, I’ve no doubt been guilty of this myself but it was only following a recent experience from a genuine tailor that I actually began to consider what their real meaning is and how as a training provider we need to clarify the difference.

For my 40th birthday, I’d always promised myself a properly tailored suit.   An introduction to the excellent Boland & Banks (www.bolandandbanks.com) got things going and a few weeks later I was proudly sporting a fantastic looking new suit.  Was it, however, tailored or fully bespoke?  A quick look at the industry definitions might help us here:

“A tailored suit is cut, usually by machine, from an existing pattern, and adjusted according to the customer’s measurements,” while “a fully bespoke suit would be hand-made and the pattern cut from scratch, with an intermediary baste stage which involved a first fitting so that adjustments could be made to a half-made suit.”

That also neatly sums up the key differences between tailored and fully bespoke training solutions.  A tailored solution still requires pre-course consultancy to understand individual and organisational objectives, as well as the subsequent refinement of content to reflect these.   A fully bespoke solution on the other hand, would involve much greater analysis of the current requirement, followed by the design of a solution that includes completely unique content.

It’s also worth considering that Phoenix never charge for simply tailoring a course – it’s an essential part of any effective solution without which, relevance and results are impossible to achieve.  We do however charge clients for fully bespoke work, but equally, we are very clear on exactly what a client is paying for.  Our embedded consultancy approach, where we work on a client’s site, is a great example of this.

With such pressure on budgets, I would urge any buyers of training to think very carefully about whether they need a tailored or a fully bespoke solution and also to make sure that their chosen provider is accountable throughout the design process.

And in case you were wondering, my suit was tailored.  It still looks great and cost a lot less than the fully bespoke option!

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Top Ten Tips for Negotiation Skills

Posted by MarinaWirkner
Thursday, July 7th, 2011

We all negotiate in one way or another. Let it be with a client whose business we desperately want to win or try to find the best possible deal which suits all our needs.

I thought I would share some tips with you I have received from our negotiation specialist.

1. Using silence

Saying nothing can sometimes be as powerful as speaking, providing silence is used at the right time and in the right way.

2. Summarising frequently

By definition, negotiations can often be complex, so never be afraid to summarise.

3. Making notes

This too helps keep negotiations on track.

4. Leaving people feeling good at each step

Negotiation typically builds agreement progressively. Make sure you emphasise that each stage is good – preferably for both parties.

5. Reading between the lines

Remember that negotiation is essentially an adversarial process. Watch out particularly for danger phrases that often mean something other than they seem to, even the very opposite.

  • “You’re a reasonable fellow.”  Meaning: “I am”.
  • “That’s much fairer for both of us.” Meaning: “Especially for me”.

6. Remaining neutral

Maintain neutrality as much and as long as possible. Negotiation works best as a balancing exercise.

7. Concentrating – all the time

Concentrate. Build in time to think if necessary. Use delaying tactics to stop you getting into difficulty.

8. Keeping your powder dry

Beware of acting precipitately. Try not to make an offer, certainly not a final offer, until everything that needs negotiating is on the table.

9. Beware deadlines

It is said that there has not been a deadline in history that was not negotiable. Timing is a variable.

10. Remembering constraints and variables are interchangeable

Almost anything the other side presents as fixed may be made into a variable. The word fixed is as likely to mean we do not want to negotiate this, as it cannot be used as a variable.

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The motivating & the not so motivating

Posted by Ross Trigwell
Tuesday, March 8th, 2011

A few weeks back I heard a group of people discussing the well known TV star and fitness instructor Mr Motivator.  The discussion turned to a debate about whether or not Mr Motivator was actually motivating.

Quite frankly, I would find anyone prancing around in skimpy spandex leotard rather scary; however, on the flip side, others may find it thoroughly motivating.  If we translate this back in to management, what it is telling us is that when trying to motivate people, one size doesn’t fit all.

How many of you reading this blog would consider yourselves as motivators?

When delivering training I often ask the group what makes a motivator? ‘Enthusiastic’, ‘happy’, ‘lively’, ‘development focused’ and ‘full of energy’ are some of the standard responses.  My answer however would be: knowing the people you are trying to motivate is what makes a motivator.

As human beings we all have our own distinctive motivational drivers, they are often drivers that on a surface level are not easy to spot.  For example, if I am motivated by playing team sport, what is it that I might find motivational: the team work, the competitiveness or the challenge?  If I am motivated by doing the filing, what is it that motivates me, the consistency and repetitiveness of the work, the satisfaction of the resultant order, or the recognition I get from doing it well?  These examples illustrate just how easy it can be to make the wrong assumption – finding out what drives people is in itself a challenge.

Your best chance of being a motivator is to know your people, understand what floats their boat and why.  Then create an environment and provide the conditions that stimulate desire for them to work towards the goal.

Recognise, challenge, delegate, develop, praise, train and as a leader your people will respect you, and both your team and you will reap the benefits of high performance and happy employees.

And whatever you do, don’t wear a spandex leotard into my office, it won’t work!

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Storytelling: the best communication tool a leader can get

Posted by Karen Glossop
Wednesday, March 2nd, 2011
burning-oil-rig-explosion-fire-photo12

Image by visionshare via Flickr

When Stephen Elop, the newly appointed CEO of Nokia wanted to rouse his employees into reacting to their loss of market leadership, he sent a memo to the whole company. He began it with a story.

At first glance, the story had nothing to do with mobile telecommunications. It told of a man standing on a burning oil platform faced with a stark choice: waiting to burn to extinction along with the flaming rig or to risk the plunge into the freezing water in hope of rescue. After securing his audience’s attention with this arresting image, Elop explains his metaphor.

“We poured gasoline on our own burning platform. I believe we have lacked accountability and leadership to align and direct the company through these disruptive times. We had a series of misses. We haven’t been delivering innovation fast enough. We’re not collaborating internally. Nokia, our platform is burning.”

Just as the man on the platform had to behave differently and do the unthinkable, so did Nokia executives.

Only a few days after the circulation of the memo, Elop and Steve Ballmer, Microsoft CEO posted an open letter announcing plans for a broad strategic partnership that “combines the respective strengths of our companies and builds a new global mobile ecosystem.” Moreover, Nokia would adopt Windows Phone as its primary smartphone strategy.

So why not merely announce the partnership rather than waste time with unconnected anecdotes about oil platforms?

Elop needed to prepare his people emotionally for the changes ahead. Elop’s story instilled in them a sense of urgency which would align them all in a new business direction.

Let’s explore how storytelling helps a leader influence his or her organisation.

Traditionally, we look up to storytellers as bearers of wisdom, who embody a special authority which trumps hierarchical roles. In pre-historical societies, the storyteller was the group member who dispensed knowledge essential for the survival of the tribe, using a range of analogies and metaphors. This was a creative endeavour. Somewhere in our primitive brains, we haven’t forgotten that, and we still respond. This is why great leaders need to be great storytellers.

What stories don’t do is simply supply information in a neutral way. They present events, people and facts in a certain light. Our interpretations are covertly – and thus irresistibly – directed. Stories get under our skin. That’s what makes storytelling such an effective tool for influencing. Once Elop had seeded the image of the burning oil platform in the minds of his employees, it would have been very difficult for them to resist his interpretation of Nokia’s market position, and the conclusion that drastic action had to be taken.

Stories get our imaginative juices working. They make us curious about what else there is to find out – some stories satisfy that curiosity with a ending, others prompt us to ask more questions and get involved – so we supply the ending ourselves. In this instance, Elop provided the happy ending a few days later with the announcement of a rescue in the shape of a lifesaving partnership with Microsoft. By telling a story first, he guided his people towards seeing this change as positive solution to the crisis rather than a new threat.

Top ten tips for inspiring storytelling

1.     Think about where you are in the story. Are you an outsider to unfolding events, or the main character?

2.     Make sure you are taking your audience on a journey. Stories are full of events and revelations which take the audience somewhere new.

3.     Don’t rush. The pleasure is in the telling.

4.     Allow yourself to see the pictures, hear the sounds, smell the scents, savour the tastes. Then your audience will too.

5.     All the best stories contain transformations. Think about what transformation you want your audience to experience by the end of the story too.

6.     Stories don’t have to be original to be effective; they do have to be told with conviction and sincerity.

7.     Audiences love it when you re-integrate a detail you’ve casually mentioned earlier – especially when it holds the key to your story’s resolution.

8.     A pause, a look, a gesture all can convey as much, if not more, than words.

9.     To keep your audiences on their toes, use… suspense!

10.    The greater the range of emotions in your story, the deeper the connection you will build with your audience.

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Top Ten Tips for Successful Project Management

Posted by OliverO
Tuesday, October 26th, 2010
Prime hi-tech project manager organizing tool,...
Image by Geodog via Flickr

As the pressure at work grows on all of us to complete projects of all different scopes, I thought it would be useful to share a few key lessons in successful Project Management from our resident expert, Ralph Naylor.

1 Enable the organisation to make strategic decisions about the project by clarifying the sponsoring process and developing a business case
2 Negotiate the right authority in your role of project manager – especially regarding people, finance, information and assets / equipment  – and develop necessary skills
3 Develop and use appropriate controls and documentation to suit the project – for purposes of approval, change control and record keeping
4 Identify clear start, end and handover points – the smooth management of the project life cycle
5 Negotiate clear, measurable and achievable objectives that express the benefits the projects will bring and how they will be measured
6 Identify and involve stakeholders appropriately at all stages in the project – informing, consulting with them meaningfully and engaging them in decision-making – so they remain motivated
7 Ensure you have a well-defined scope with clear deliverables that is achievable within constraints of time, cost and resource
8 Agree a realistic, logical plan with key milestones – choosing planning tools and techniques wisely and anticipating and acting on risks
9 Specify realistic resources including budget, headcount and skills – breaking down work to help estimate work, identify skills and delegate to team members
10 Monitor and evaluate true progress on the project and also the outcomes of it – using internal and external reviews as required

For more information on how we can give you the expertise to complete successful projects, please call us on 020 7234 0480 or info@phoenix-training.co.uk

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10 Tips For A Best Man’s Speech

Posted by TimHolmes
Friday, September 17th, 2010

Just over a year ago, I made one of the most important speeches of my life: I was Best Man at my friend Nick’s wedding.

As a way of marking the anniversary, I thought that I’d try and remember how I managed to avoid disaster, enjoy the experience, and even get a few plaudits for the way I negotiated this particular rite of passage.  I’m not trying to compete with those exhaustive websites that exist solely for helping Best Men (and I’ll never be able to match Matt Lucas in Gavin & Stacey when it comes to Best Man advice), but in a way it’s a reminder to myself how well a presentation can go with the right preparation, material, and audience.

So, in time-honoured fashion, I’ve compiled a list of Ten Top Tips:

  1. What’s the Approach?  The first thing I did was make a clear decision on what kind of a speech it was going to be, and having seen a few times at other weddings how well-chosen visuals can bring a speech to life, I decided to go the A/V route, with laptop, projector and pictures.  By using photos, you give the audience something to latch on to, which not only takes the pressure off you as speaker (they aren’t spending the whole time looking at you), but also provides visual punchlines to what you say, and if the people at the back have any troubles hearing, they still have something to entertain and amuse them.
  2. Do Wide Research – I think a mistake a lot of Best Men commit is to make the speech only about their own experience of the Groom.  The danger of doing that is that it’s too narrow a view, too particular, and you end up with in-jokes and references aimed only at ‘the lads’ – which is fine if you’re in on the joke, but the rest of the guests are going to feel sidelined and switch off and that makes your job harder overall, cos you’re supposed to entertain and speak to everyone.  It’s easy to get a laugh off your best mates, but there’s no better feeling than bringing down the whole house, so you’ve got to write with that in mind!  I took the view that the day of Nick’s wedding was an opportunity to reflect on who and what he is, and do it in the context of his entire life to date… So, I set about talking to the key people in his life, starting with his family, who of course were also my main source of embarrassing and cute photos from which to pick.  I then talked to his best friends from school days, ex-girlfriends, colleagues past & present (he’s a teacher), and even former pupils I either know or could contact through Facebook.  The result of all this research?  I had more material for stories and slides than I could possibly use; but that also meant I could choose what to use according to where I decided to focus – far better to have too much material than too little!
  3. Create a Story – for me the story was created through a simple device, of looking at the different sides of his character, that anyone would recognise in him, and illustrating them with anecdotes and pictures.  Using his own song titles, I covered his music-making, his pretty-boy looks (!), his love of talking (!), his fondness for lists, the importance of his sister to him, his cycling exploits, his illustrious career as a brilliant teacher, and finally his love for his bride.  Most of it was jokes at his expense, but I made sure I shot it through with affection – it’s good for the occasion to mix in a bit of ‘aahhh’ with the ‘ha ha’
  4. Think About Timing – In the UK we allow more time for the speeches than any other country I know of, which is great cos it means there’s an opportunity to get into your groove; but given that, the greatest crime you can commit as Best Man is to be boring and let it drag.  So before you start writing, give yourself a rough time-scale to work to: I think I allowed myself 20 minutes, which seems long, but if you have a ‘narrative’ it passes very quickly, believe me!
  5. First Draft in Long Form – I began by writing down my basic ‘chapters’, and a load of ‘anecdotes’ all referred to by titles/keywords, a bit like you would an essay plan.  I also had a few dozen photos that were all funny or sweet or illustrative in some way, that I had scanned.  These were my building blocks, and I wrote up a first draft based on them, with everything in it that I thought had merit.  I wrote in long form, as if I were going to read the speech out from paper.  Then I timed myself reading it, and of course it was about twice as long as I’d allocated myself.
  6. Edit Mercilessly – Then I started to cut the text, leaving out stories and even entire sections that I thought were less good than my best stuff, and trying to remember my maxim about playing to the whole audience and not just the in-crowd.  You have to be completely merciless with yourself, and not worry about abandoning good laughs… You have to remind yourself that what the guests don’t hear they won’t miss, and concentrate on keeping the speech flowing from one thing to another.  Also, for me, I had to assess which photos would work best with which stories to deliver the punchlines for maximum laughs.  As I cut, I also distilled the long-form text into shorter and shorter notes on record cards for me to hold in my hand on the night: these are essential as a safety net, but by the time I actually spoke, I don’t think I referred to them at all, because the slides on the screen had become all the prompts I needed.
  7. Practise.  A Lot – Don’t get me wrong, I was really really nervous about doing the Best Man thing.  I’d never done it before, and I don’t think Nick has plans to get married more than the once, so I basically saw it as a one-take chance to do the job (and my best friend) justice.  I set up my projector and screen in an upstairs bedroom in the days before the event, and paced up and down going through the speech over and over and over and over again, using a remote control to click through my photos, and trying to get to the stage where I could sound relaxed and spontaneous even as I kept the pace up and stuck to my timings.
  8. Don’t Try and Recite It Verbatim – It really struck me as I rehearsed that the key was not to try and remember it all word-for-word: if you do that the whole thing ‘runs on a rail’, and the slightest nervous deviation can throw you completely with disastrous consequences. (The most memorable example of this I’ve ever seen was Graham Whitby of Baby Dream Machine (3:17 onwards) in the first ever episode of Dragon’s Den, when he kept fluffing his lines, but was so dependent on a memorised script that he couldn’t do anything but start over and over.  At the same time, speaking from memory can detach you from what you are saying, so you don’t come over like you mean it in the same way you do if you are merely remembering a general structure, around which things can be more spontaneous.  Finally, when reciting from memory, some people (myself included) tend to lose engagement with the audience, because the act of remembering the phrases and exact wordings brings with it an involuntary wandering of the eyes up and to the side to ‘the memory spot’.  So, definitely best not to memorise the speech, but rather to practise it sufficiently that you know the raw material back to front, and can enjoy the telling as if it were new.
  9. Make Time To Get The Technical Stuff Right – The wedding reception took place in a barn down near Winchester, so I arranged to get down there a couple of weeks ahead to check that it would be possible to rig up a projector and screen, and that things would work in terms of sight lines etc.  Then, the day before, I got myself in there and did a trial run of hooking everything up and getting a picture successfully.  All of which meant that when it was time for the real thing, I was able to concentrate on the message not the medium!
  10. Don’t Get Drunk – Finally, and maybe it seems obvious, but most of us have seen one or two Best Men in our time who allowed themselves too much Dutch courage during what can seem like a loooong nervous wait to ‘perform’, and as a result they really shamed themselves.  I definitely needed a couple of glasses of champagne to settle the nerves, and to be sociable of course, but I kept it to a minimum and was sober and settled when at last the time came.  You get the pay-off after, cos it’s a hell of a feeling when you’re done, and you can really let yourself go: a drink never tasted so sweet!!
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Tailored vs Open Courses

Posted by MarinaWirkner
Thursday, June 3rd, 2010
Scales for ambox use

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I’m often asked by potential customers, what exactly are the key differences between open and tailored training. This got me thinking that it might be useful to develop a quick reference guide that will help you make a more informed decision.

Open Courses

  1. Open courses provide the participants with a brilliant overview of their chosen subject – whether it’s Introduction to Sales, Essential Management or Inspirational Leadership.
  2. Open courses enable you to work alongside individuals from different industries but often with very similar concerns. They also provide you with great networking opportunities!
  3. Open courses provide an off site learning environment to discuss openly challenges & concerns which in some cases individuals feel more open to talk about when not in the company of colleagues.
  4. Open courses represent a highly cost effective solution where only one or two individuals require development in a particular area.
  5. Open courses give individuals a new set of skills and the opportunity to practice them in a ‘safe’ environment and build their confidence to apply the newly learnt skills back in their own workplace.

Tailored Training

  1. Tailored training provides you with a comprehensive training needs analysis conducted in advance of any events we deliver on your behalf.
  2. Tailored training enables us to include a wide range of disciplines within a single given event.
  3. Tailored training will meet a specific requirement through the unique design to match the objectives of the individual or group.
  4. Tailored training offers the possibility to design a specific programme for the whole organisation where everyone will be involved, this enables lasting change which is encouraged and supported internally & externally.
  5. Tailored training can be designed specifically to a given company and industry with a choice of ‘best fit’ Learning Consultant
  6. Tailored Training allows more flexibility with training dates and location.

I hope this was useful and if you would like to discuss either option in more detail please get in touch and I will be delighted to help.

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