• This is a six month programme. There are four core units and two optional units.

Core Units

• Develop plans for assessing competence with learners
• Judge evidence against criteria to make assessment decisions
• Provide feedback and support to learners on assessment decisions
• Contribute to the internal quality assurance process

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This course identifies the skills and techniques involved in being assertive and handling conflict.  It also provides delegates with the opportunity to review and assess their own behaviours and enables them to choose approaches that will increase their ability to deal with a range of situations more effectively.

This course provides delegates with the skills and knowledge they need to work effectively in and lead teams and provides the opportunity for them to explore how these might be best deployed within their own business setting to improve individuals motivation, contribution and ultimately performance.

This is a twelve month programme which includes:

• Business Administration NVQ Q Level 3
• Key Skills Level 2 in

What You Can Expect From Us

• Regular visits / communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This is a nine month programme which includes:

•  Business Administration NVQ Level 2
•  Key Skills in

         Communication Level 2

         Application of Number Level 1

•  Technical Certificate in Business and Administration

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

This is a nine month programme.
Learners will complete two core units and three optional units covering areas such as:

Core units

• Carry out your responsibilities at work
• Work within your business environment

What You Can Expect From Us

Learners compile a portfolio of evidence which will be submitted to their Assessor at college on a flexible appointment basis. Evidence of competence is gained through assessment of written personal statements, witness statements, work related product evidence and observation assessments, which require the Assessor to observe participation in various activities in the workplace.

What We Can Expect From You

Learners should be currently working in an administrative role, such as administrative or clerical assistants.

This is a twelve month programme.
Learners will complete two core units and four optional units covering areas such as:

Core units

• Carry out your responsibilities at work
• Work within your business environment

What You Can Expect From Us

Learners compile a portfolio of evidence which will be submitted to their Assessor at college on a flexible appointment basis. Evidence of competence is gained through assessment of written personal statements, witness statements, work related product evidence and observation assessments, which require the Assessor to observe participation in various activities in the workplace.

What We Can Expect From You

Learners should be employed in an administrative role, such as secretaries, personal assistants, office administrators and be able to demonstrate supervisory, organisational, monitoring and analytical skills.

This is a twelve month programme.
Learners will complete two core units and four optional units covering areas such as:

Core units

• Carry out your responsibilities at work
• Work within your business environment

What You Can Expect From Us

Learners compile a portfolio of evidence which will be submitted to their Assessor at college on a flexible appointment basis. Evidence of competence is gained through assessment of written personal statements, witness statements, work related product evidence and observation assessments, which require the Assessor to observe participation in various activities in the workplace.

What We Can Expect From You

Learners should hold a central administrative role in an organisation, such as Company Secretary or Head of Administration, which incorporates some lower level management responsibilities.

Getting the best from people at work and encouraging them to develop and increase their contribution to the organisation, requires a range of management approaches.  Coaching and mentoring skills are essential for anyone involved in managing or developing others.  This introductory course allows delegates to clarify whats involved, identifies the skills required and provides a framework for development in general and the coaching and mentoring processes in particular.

This is a nine month programme which includes:

•  Contact Centre Operations NVQ Level 2
•  Key Skills in

          Communication Level 1

         Application of Number Level 1

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates' progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

This is a six/nine month programme.

Core Units

• Develop personal and organisational effectiveness
• Health and safety in ICT and contact centres 

Optional Units

• Contact centre systems and technology
• Customer care
• Direct selling and customer acquisition in contact centres
• Interpersonal and written communication
• Performance management
• Remore support for product and services
• Staff resource planning for contact centres
• Incident management
• E-mail
• Use IT systems
• Use IT to exchange information
• General uses of IT
• Use IT software
• Internets and Intranets
• Word proccessing software
• Spreadsheet software
• Database software
• Specialist or bespoke software
• Support learning and development - Variety of units to choose form
• Managing people and resources - Variety of units to choose from
• Managing quality - Variety of units to choose from

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This one day course is designed to equip your business with the core principals of credit control and focuses on the following essential elements:

-          Credit Control Policy: A Management Function

-          The Contract

-          How to Invoice Correctly

-          Follow Up

-          Next Steps

-          Debt Recovery

-          Court Proceedings/Court Orders/Bailiffs & Charges

Core Units

• Prepare yourself to deliver good customer service
• Provide customer service within the roles

Optional Units

Candidates must select five units with at least one from each section

Image and Impression

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process customer service information
• Live up to the customer service promise
• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Deal with customers face to face
• Deal with customers by telephone

Delivery

• Deliver reliable customer service
• Deliver customer service on your customers' premises
• Recognise diversity when delivering customer service

Handling Problems

• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems

Development and Improvement

• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This is a nine month programme. There are two core units and six optional units. Learners must select at least one unit from each theme.

Core Units

• Understand customer service to improve service delivery
• Know the rules to follow when developing customer service

Optional Units

Theme: Impression and Image

• Make customer service personal
• Go the extra mile in customer service
• Deal with customers in writing or using ICT
• Use customer service as a competitive tool
• Organise the promotion of services or products to customers

Theme: Delivery

• Deliver customer service on your customer's premises
• Recognise diversity when delivering customer service
• Deliver customer service using service partnerships
• Organise the delivery of reliable customer service
• Improve the customer relationship

Theme: Handling problems

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

Theme: Development and Improvement

• Monitor and solve customer service problems
• Apply risk assessment to customer service
• Process customer service complaints

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This is a twelve month programme which includes:

• Customer Service NVQ Q Level 3
• Key Skills Level 2 in

What You Can Expect From Us

• Regular visits / communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This is a nine month programme which includes:

•  Customer Service NVQ Level 2
•  Key Skills in

          Communication Level 1

           Application of Number Level 1

•  Technical Certificate in Customer Service Level 2
•  Employers Rights and Responsibilities (ERR)

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates' progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

This one day course focuses on equipping your business with a best practice guide in delivering effective customer service and includes the following core elements:

What is Quality Customer Service?

Why is Customer Service so important?

Customer Service attitude: how do you measure up?

What do customers want and people need?

The Human Touch

Who is responsible for customer care?

The internal and external customer

Procedures and people

Creating positive first impressions

Is the customer always right?

Satisfying customer expectations; real or perceived

Promise low deliver high!

Handling complaints

Improving service standards

This one day course focuses on how to develop effective interpersonal skills.

Irrespective of how technically competent or experienced people are, success often relies on how effective they are in communicating, interacting and developing positive working relationships with others.  This course enables delegates to identify the range of skills needed to be effective and focuses on how to identify and action a personal improvement plan.

This one day course focuses on creating effective presentations including the following aspects:

• Purpose of presentations
• What makes a good presenter/speaker?
• What makes a good presentation?
• A.M./P.M. the 4 elements of presenting
• Audience turn offs
• Objectives, preparation & structure
• What is rapport?
• Listening skills
• Give your ideas impact
• Opening, main body and conclusion of presentation
• Timing
• Presentation pitfalls

This course is designed for people who have already completed their 4 Day First Aid at Work Course and need to complete a Refresher Course to keep their qualification up to date.

Initial training is completed within 2 Days (12 contact hours).
This qualification is valid for 3 years which can be renewed by attending a suitable 2-Day re-qualification course.

A maximum of 12 students can be accommodated on this course and must be aged a minimum of 16 years or above.

We are able to deliver this course on your site, subject to a pre-course assessment of your premises or delivery can be provided at Trafford College campus.

This course is designed to give participants the highest level of First Aid required at work. It will enable the participant to deal with an emergency situation with confidence in a prompt, safe and effective way.
By the end of the course the delegates will be able to:

• Understand the principles of first aid responsibilities, legalities and reporting.
• Assess and administer first aid to an injured person including Unconscious casualties, Resuscitation, Heart Attacks, Choking, Poisoning, Fractures, Burns, Head Injuries, Eye Injuries, Sprains, Strains, Shock, Bandaging and Control of Bleeding.  
• Fulfil the criteria outlined for a First Aid at Work person within the First Aid Regulations.

This course is designed for people who are deemed suitable and are intended to fulfil the role of a First Aid at Work person.

Initial training is completed within 4 days (24 contact hours).
This qualification is valid for 3 years which can be renewed by attending a suitable 2-Day re-qualification course.

A maximum of 12 students can be accommodated on this course and must be aged a minimum of 16 years or above.

We are able to deliver this course on your site, subject to a pre-course assessment of your premises or delivery can be provided at Trafford College campus.

This course covers the essential knowledge that is needed for the role of appointed person.

 This course is designed to assist an employer in the provision of a suitably qualified first aid person when the risk has been perceived as being in the category where an appointed person is required.
By the end of the course the delegate will be able to:

• Render Emergency First Aid to an injured person until medical assistance is available including Heart Attacks, Fractures, Choking, Burns, Shock, Control of Bleeding, Resuscitation, Unconscious casualty.
• Recognise and appropriately treat most emergency situations

Fulfil the criteria outlined for an appointed person within the First Aid Regulations.

Initial training is completed within 1 Day (6hrs).
Whilst there is no compulsory requirement for retraining, it is normally considered beneficial for appointed persons to have their skills reassessed every 3 years.

A maximum of 12 students can be accommodated on this course and must be aged a minimum of 16 years or above.

We are able to deliver this course on your site, subject to a pre-course assessment of your premises or delivery can be provided at Trafford College campus.

This one day course focuses upon goal setting and explores the following topics:

• Whats on your Bucket List?
• Begin with the end in mind
• Know your outcome: name it to claim it!
• Is it a dream or a goal?
• Priorities, actions and barriers
• S.M.A.R.T goals
• Using your personal strengths and weaknesses

This one day course aims to enable delegates to understand how stress can have a serious negative impact on levels of performance at work and enables them to recognise and manage stress in themselves, colleagues and their team.

Appointing the wrong people is, at best, time-consuming and costly and, at worst, can be damaging to a business, not to mention demotivating and frustrating for existing staff. This one day course provides a reliable approach to generating, interviewing and selecting people with the skills, experience and above all attitudes youre looking for.

This is a twelve month programme which includes:

• IT User NVQ Level 3
• Key Skills Level 2 in

          Communication

          Application of Number

• Technical Certificate for IT Users Level 3
• Employment Rights and Responsibilities (ERR)

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

This is a six/nine month programme. This qualification is acquired via a point basis. To complete this qualification you need to acquire 100/180 points. The level of qualification is determined by the level of the mandatory unit. If learners want to achieve the ITQ at Level 2, they must complete the mandatory unit at Level 2. At least 50% of the value of the optional units must be achieved at the level of the qualification.

Mandatory Unit

• Make selective use of IT

Optional Units

• Use IT systems
• Operate a computer
• IT trouble-shooting for users
• IT maintenance for users
• IT security for users
• Use IT to exchange information
• Internet and Intranets
• E-mail
• Word processing software
• Spreadsheet software
• Database software
• Website software
• Artwork and imaging software
• Presentation software
• Specialist or bespoke software
• Evaluate the impact of IT

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This is a nine month programme which includes:

• IT User NVQ Level 2
• Key Skills in

What You Can Expect From Us

• Regular visits / communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This one day course enables delegates to review their current style of leadership and ability to motivate their staff and covers the range of skills and styles required to bring out the best in people.

A one day course which includes the following:

• Motivators and Inhibitors:the pain and pleasure principle
• Destructive habits: breaking patterns
• The wheel of life
• Work/life balance: 6 areas of balance
• The journey of 1000 steps begins with one. Do you have a map?
• Recticular activating system: your emotional radar
• S.M.A.R.T decisions
• Tangible goals: write them down!
• Visualization: the power of the unconscious mind
• The power of leverage
• Beliefs & values: empowering and limiting beliefs
• Positive internal dialogue: what you say to yourself becomes your reality
• Consistency: repetition is the mother of skill
• When the why becomes clearer the how gets easy!
• Revisit goals: make them real
• Power skills to master

This is a twelve month programme.

There are four Core Units and three optional units.

Core units

• Manage your own resources and professional development
• Provide leadership in your area of responsibility
• Allocate and monitor the progress and quality of work in your area of responsibility
• Ensure health and safety requirements are met in your area of responsibility

What You Can Expect From Us

Learners compile a portfolio of evidence which will be submitted to their Assessor at college on a flexible appointment basis. Evidence of competence is gained through assessment of written personal statements, work related product evidence and observation assessments, which require the Assessor to observe participation in various activities in the workplace.

What We Can Expect From You

Managers should have the following responsibilities at work:

• Some limited opportunity for taking decisions and managing budgets
• Responsibility for achieving specific results by using resources effectively
• Responsibility for allocating work to team members, colleagues or contractors

This is a twelve month programme. There are five Core Units and three optional units.

Core units

• Develop and implement operational plans
• Encourage innovation
• Develop productive working relationships
• Ensure health and safety requirements are met
• Provide information to support decision making

What You Can Expect From Us

Learners compile a portfolio of evidence which will be submitted to their Assessor at college on a flexible appointment basis. Evidence of competence is gained through assessment of written personal statements, work related product evidence and observation assessments, which require the Assessor to observe participation in various activities in the workplace.

What We Can Expect From You

Managers should have the following responsibilities at work:

• Allocating work to others
• Achieving specific results by using resources effectively
• Carrying out policy in your defined area of authority
• Controlling limited financial budgets
• Contributing to broader activities, such as change programmes and recruitment

This is a twelve month programme which includes:

•  Management NVQ Level 3
•  Key Skills Level 2 in

         Communication

         Application of Number

•  Technical Certificate in Management Level 3
•  Employment Rights and Responsibilities (ERR)

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

Being able to recognise the need for and possess the skills to promote and implement change quickly and effectively is essential for personal and organisational success.  This one day short course enables delegates to understand how to develop themselves and their teams such that they can thrive on change and provides practical tips and guidance to apply in the workplace.

Team Leaders and Managers who are technically competent often experience difficulty and frustration dealing with the people aspect of their role.  This one day short course throws light on how such problems can be avoided or minimized and provides delegates with a range of skills and approaches to do so with their own people.

The ability to influence others and negotiate effectively determines our success in all areas of our personal and working life.  This one day short course enables delegates to identify the knowledge and skills required and refine their own performance in these key areas.

This one day short course provides managers, team leaders and supervisors with an effective framework for informally and formally reviewing and improving the performance of their staff.

Making presentations at work is often a task dreaded by otherwise competent and confident individuals.  This one day short course increases delegates confidence by providing them with a foolproof approach and actual experience of preparing and delivering presentations that achieve the desired results.  The course Includes 1:1 feedback and a personal video to take away from the course.

This one day short course explores the following aspects of problems solving:

• What is problem solving?
• What or who is the problem?
• Emotional states what controls us?
• Seeing things as they are!
• Developing an enquiring mind
• The power of negative thoughts
• What are your goals and objectives? Know your outcome
• What are the options?
• Who, what, how, where, why, when, which the answers are in the questions
• Communication barriers; what gets in the way?
• Motivators and Inhibitors - pain and pleasure principle
• Structuring internal dialogue - what you say to yourself becomes your reality
• If youre not part of the solution youre part of the problem
• Living in the NOW
• Solution focused thinking
• Decision making make the right decision or make the decision right?

This one day short course is aimed at those who have responsibility for planning and running projects and will assist in improving working practice. By the end of the day candidates will be able to:

• Communicate ideas and actions effectively
• Plan and prepare properly
• Report in the right way and at the right level
• Motivate team members
• Develop scope and depth of the project
• Keep the project on track
• Control expenditure 

This one day short course explores the following aspects of public speaking:

• ABC of effective communication
• Objectives and timing
• Public address, limited preparation, interpretive speaking and debate

The way in which we and our people approach and deal with problems, challenges and opportunities will largely determine our ability to stay ahead and maintain competitive advantage. This one day short course enables delegates to understand how best to enable and encourage themselves and others they work with to release creativity and innovation to the advantage of the businesses they work in.

This is a twelve month programme which includes:

•  Retail NVQ Level 3
•  Key Skills Level 2 in

           Communication

           Application of Number

•  Technical Certificate in Retail Operations Level 3

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

This is a nine month programme which includes:

•  Retail NVQ Level 2
•  Key Skills in

         Communication Level 1

         Application of Number Level 1

•  Technical Certificate in Retail Operations Level 2

What You Can Expect From Us

•  Regular visits / communication
•  A fully trained professional team of staff
•  Support and motivation
•  Regular feedback on candidates progression
•  A clear development plan

What We Can Expect From You

•  Endorse the partnership
•  Work with the Assessor
•  Commitment to the programme
•  Support the Assessor in any areas of concern
•  Be aware of assessment visits and ensure appointments are kept

This is a six month programme. There is one core unit and five optional units taken from the following themes. There must be a total of four optional units chosen at Level 2.

Core Units

• Work effectively in your retail team

Themes of Units

• Sales
• Stock Management
• Product Expertise
• Home and Garden
• Motor Fuel
• Clothing and Footwear
• Merchandising
• Visual Merchandising
• Management and Leadership
• Finance and Administration
• Customer Service
• Organisational Effectiveness

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This is a nine month programme. There is one core unit and five optional units taken from the following themes. There must be a total of four optional units chosen at Level 3.

Core Units

• Work effectively in your retail organisation

Pathways of Qualification

• Sales Professional
• Visual Merchandising
• Management

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This one day short course explores sales skills and focuses upon the following aspects:

• Sales myths
• Selling arenas
• Customer care and building future relationships
• Where does your focus need to be, the sale or the customer?
• Rapport: the importantance of connection
• Why do people buy?
• Preparation and objectives
• Qualifying a lead
• Identifying and building need
• Features, benefits and USPs
• The three driving principles of sales
• Critical mistakes in sales
• Getting to know A.I.D.A
• Buying signals: verbal and non-verbal communication
• Active listening and questioning techniques
• Handling objections and problem solving
• Secrets of success
• Essential characteristics of a solid salesperson
• Gaining commitment
• Closing techniques

The ability to manage ones own time and workload is essential to be effective at work.  These skills have even more impact when individuals take on a supervisory, team leading or management role.  This one day short course enables delegates to review their current level of effectiveness, priorities and behaviours in relation to self organisation and time management.

This one day course provides delegates with the confidence and skills to network effectively and offers some practical tips and guidance on getting started.

This one day course provides delegates with the confidence and skills to network effectively and offers some practical tips and guidance on getting started.

This is a nine month programme.

Learners will complete four core units and two optional units.

Core units

• Manage your own resources
• Provide leadership for your team
• Develop productive working relationships with colleagues
• Ensure your own actions reduce risks to health and safety

What You Can Expect From Us

Learners compile a portfolio of evidence which will be submitted to their Assessor at college on a flexible appointment basis. Evidence of competence is gained through assessment of written personal statements, work related product evidence and observation assessments, which require the Assessor to observe participation in various activities in the workplace.

What We Can Expect From You

To enable demonstration of competence, learners should be currently working as a Team Leader.

A one day short course which provides effective telephone sales techniques including the following:

• Setting objectives
• Researching your customer
• Purpose and preparation
• Telephone scripts
• Opening, qualifying and gaining interest
• Identifying needs
• Features and benefits: creating the desire to buy
• The 4Ps of telephone sales
• Dealing with questions, statements and objections
• Using your voice effectively
• Maintaining a positive sales attitude
• Handling difficult customers
• Listen and sell
• Who can sell? Sales personalities
• Building strong customer relations

This one day course

• Communications exercise
• Good and bad telephone practice
• Telephone customer service
• 5Ps of effective telephone use
• Barriers to effective telephone use
• Creating positive first impressions
• Effective use of the voice
• Voice projection
• Smile when you dial!
• Listening skills
• Telephone etiquette
• Attitude the power to influence
• Handling difficult calls/complaints

Managers and executives often rely on their PAs to keep things running smoothly and to take on much of the routine aspects of their role.  This course clarifies what it takes to be effective working at this level and how the role differs from general administrative and secretarial support roles.

This is a six month programme. There are four core units and two optional units.

Core Units

• Carry out and evaluate internal assessment and quality assurance systems
• Support Assessors
• Monitor the quality of Assessors' performance
• Meet external quality assurance requirements

What You Can Expect From Us

• Regular visits/communication
• A fully trained professional team of staff
• Support and motivation
• Regular feedback on candidates' progression
• A clear development plan

What We Can Expect From You

• Endorse the partnership
• Work with the Assessor
• Commitment to the programme
• Support the Assessor in any areas of concern
• Be aware of assessment visits and ensure appointments are kept

This one day course is for women who are in the early stages of managing others or considering becoming a manager, supervisor or team leader.  It provides delegates with the opportunity to explore issues and the skills required to be effective in the role and within their organisations.