Hospitality – Customer Service Skills

Two-day course covering the following:

  • Customer Service Skills
  • Communication
  • Resolving Conflict
  • Infection Control/Safety

Advanced IT Skills

Aimed at experienced users of Microsoft Office, this course will look to transform and develop your skills to enhance the way they work so they can confidently and proactively develop documents, spreadsheets, and presentations that will give their company the digital edge. All content is geared around the aim of improving your business presence and helping you display content in a professional, dynamic way.

Units Include:

Word Advanced for Report Writing – Learn how to produce reports with all the linking of data, bookmarks, table of contents, images with cross references. You will learn how to work with others and track and compare changes in documents.

Excel Formulas (Formulas and Functions) – Learn how to use the intermediate and advanced functions in Excel to build spreadsheets with confidence.

Excel Advanced for Data Analysis and Reporting – (Dashboards and Analysis) – Learn how to analysis and clean data is an essential skill for any business. This course will give you insights on how you can effectively trend your data and analyse your KPIs.

Word Advanced for Digital Design – We will look at all the advanced skills with designing documents that will be displayed to existing and potential customers on Digital format. Your data will be enhanced with the use of graphics, accessibility for the web, enhanced tables and forms, document form fields, mail merge.

PowerPoint – This module will be taking your PowerPoint skills to the next level. You will be linking data from Excel Dashboards, Creating Advanced Animation and Transitions, Designing and working with multiple Templates and Designs, Embedding Video and Sound into Presentations and learning how to present like a pro with the advanced Presentation Tips for Effective Presentations.


Leadership & Management Performance

Course includes:
Performance Management – (1/2 Day)

  • Examine models and theories for monitoring and managing people
  • Show understanding in SMART target setting and how to agree and set individual targets
  • Evaluate models to effectively monitor the flow and quality of work
  • Create and implement action plans and take action to improve weaker areas

Performance Appraisal – (Full Day)

  • Understanding the purpose and key reasons for Appraisals and how this links to the performance and development of staff
  • Discuss the importance of objective setting and measurement.
  • Evaluate the benefits of Appraisals to the organisation, the team and the individual
  • Understanding the importance of good listening and questioning skills, including the importance of feedback
  • Understanding the skills needed to deal with behavioural issues
  • Create effective Action Plans to inform improvement
  • Apply good skills to undertake an appraisal – complete role play activity.

Improving Productivity – (Full Day)

  • Understand different strategies, methods and ways to improve workplace productivity
  • Evaluate the organisational skills required to improve workplace productivity
  • Illustrate productive communication skills in the workplace
  • Discuss how to manage stress and cope with anxiety in the workplace

Business Skills – French

French for Business training is based on a two-week programme. It consists of 6 sessions which includes (but is not limited to):

  • Pronunciation
  • Self-introduction
  • Numeracy
  • Different tenses
  • Sentence formation
  • Time & Weather
  • My business in French
  • Problems within Business
  • Documents names and importance
  • Negotiate in French
  • Importance of relationships with clients
  • Talk about business and plans

Business Skills – Import/Export

This three-day, interactive course will provide all delegates with a good understanding of international trade.

This is the essential course for everyone involved in import/export; as someone new to international trade, a key organisational decision maker considering international trade or in charge of the international department or an experienced importer/exporter practitioner looking to consolidate knowledge and remain up to date with latest best practice and legislation

At the end of this course all learners will have the essential knowledge required to import and export:

  • Understanding of the processes involved in importing
  • Understanding the processes involved in exporting
  • Know the challenges of cross boarder payments
  • Understand Commodity Codes
  • Understand Incoterms
  • Be able to list the documentary requirements
  • Able to set out an export action plan for your business
  • Able to apply importing/exporting knowledge to a product using a real life situation

Basic Skills – IT

Four-day programme covering the following Microsoft packages:

MICROSOFT OUTLOOK

Learn how to best set up and manage email, calendars, and contacts in Outlook. This course begins with a tour of the interface and shows how to connect to a wide variety of email accounts, as well as OneDrive for online file storage. You will be shown how to quickly create, send, and read email and reduce your inbox clutter; organise, group, and share contacts; and stay on schedule with calendars and tasks.

Includes:

  • Composing and sending emails with attachments, links, images and a signature.
  • Schedule one-time and recurring meetings and create appointments.
  • Create rules to automate tasks for incoming mail.
  • Recall messages, redirect replies, and archive old emails.

MICROSOFT POWERPOINT

Microsoft PowerPoint is a slide show presentation program containing various features to make effective presentation. The professionals broadly utilise it to present the business information both in the office and international conferences.

Includes:

  • Creating a new blank presentation.
  • Entering and editing text.
  • Adding, moving slides, deleting slides.
  • Using different slide layouts.
  • Creating a table, inserting and delete rows and columns.
  • Adding text, using pictures, merging shapes and formatting the outline.
  • Photographs – inserting, applying artistic effects and corrections, cropping, compressing.
  • Audio – inserting from a file, using the playback ribbon, removing audio.
  • Video – inserting and linking video files.
  • Hyperlinks – inserting and editing, hyperlinks between slides, using pictures, linking to other files and websites.

MICROSOFT EXCEL

Microsoft Excel is the most commonly used spreadsheet programme in the world; providing the base for accounts, reporting and planning across multiple office sectors.

Includes:

  • Creating a worksheet with text and numbers.
  • Entering addition formulas.
  • Using the SUM function in a formula and the AutoSum feature.
  • Selecting and formatting cells ranges.
  • Inserting and deleting rows and columns.
  • Using styles to format a worksheet.
  • Making a cell reference absolute and knowing when this is needed.
  • Creating more complex formulas and calculating percentages
  • Inserting column, line and pie charts.

MICROSOFT WORD

Being confident in Microsoft Word is essential for anyone who either works or aspires to work in an office environment.

Includes:

  • Starting a new document.
  • Entering and editing text.
  • Formatting text including using text effects, text alignment and using repeat facility.
  • Checking spelling and grammar.
  • Creating new folders, saving files with different names and format.
  • Cut, copy and paste functions.
  • Managing page numbers, headers and footers.
  • Creating tables and entering details.
  • Inserting and formatting text boxes, word art and images.

Visual Basic Applications

Two-day course

What is VBA?

Macros can automate just about any task – like generating customised charts and reports or tidying up data and improving data input using Forms. Aimed at experienced users of Microsoft Office, this course will look to transform your skills to an advanced level and learn how to confidential create and edit Macros using VBA coding.

There are two options for this, one being Visual Basic Applications and the other being ‘Visual Basics Applications and Power Query’.

If you only need Macros to tidy up data, you can choose a lower level of this course and offering a 1-day course on VBA and how to record and edit Macros and Forms and 1 day on Power Query.

What is Power Query?

Excel users can spend up to 80 percent of their time on data preparation. Each week or daily people download data and then tidy it up. By using Power Query, you will learn how to seamlessly access data stored in various sources, connect them, and reshape the data in it to transform ready for analysis. Power Query will remember the steps you have used and allow you to reuse these without the need for VBA coding. Learn how to setup connections to various data sources Pre-process data by cleaning up data, adding columns, filtering, sorting, and changing orders Present the data in Excel or Export to Power BI.


Hospitality Management

What’s Included:

  • 36 hours of leadership mastermind training.
  • Assigned WOW coach, group workshops and 2 x one to one mentoring sessions.
  • WOW leadership workbook and handouts.
  • Fun team building exercises & gamified training.
  • Access to WOW Club community.
  • WOW leadership graduation and certification

Programme Objectives

Programme Modules (WOW stones)

  1. Emotional Intelligence
  2. Impact
  3. Mindset
  4. Organisation
  5. Communication
  6. Accountability

Hospitality – Customer Service Skills

Two-day course covering the following:

  • Customer Service Skills
  • Communication
  • Resolving Conflict
  • Infection Control/Safety

Advanced IT Skills

Aimed at experienced users of Microsoft Office, this course will look to transform and develop your skills to enhance the way they work so they can confidently and proactively develop documents, spreadsheets, and presentations that will give their company the digital edge. All content is geared around the aim of improving your business presence and helping you display content in a professional, dynamic way.

Units Include:

Word Advanced for Report Writing – Learn how to produce reports with all the linking of data, bookmarks, table of contents, images with cross references. You will learn how to work with others and track and compare changes in documents.

Excel Formulas (Formulas and Functions) – Learn how to use the intermediate and advanced functions in Excel to build spreadsheets with confidence.

Excel Advanced for Data Analysis and Reporting – (Dashboards and Analysis) – Learn how to analysis and clean data is an essential skill for any business. This course will give you insights on how you can effectively trend your data and analyse your KPIs.

Word Advanced for Digital Design – We will look at all the advanced skills with designing documents that will be displayed to existing and potential customers on Digital format. Your data will be enhanced with the use of graphics, accessibility for the web, enhanced tables and forms, document form fields, mail merge.

PowerPoint – This module will be taking your PowerPoint skills to the next level. You will be linking data from Excel Dashboards, Creating Advanced Animation and Transitions, Designing and working with multiple Templates and Designs, Embedding Video and Sound into Presentations and learning how to present like a pro with the advanced Presentation Tips for Effective Presentations.


Leadership & Management – Staffing

Two optional courses available:

Option 1 – Leadership & Management (staffing) 3 days

Day1 – Introducing HR and Line Management

  • Basics of employment law
  • Managing people and professional development
  • Action planning self-development
  • Self-Analysis/ Self-reflection

Day 2 – Conduct V Capability

  • Key principles of HR policies and procedures
  • Discipline and Grievance
  • Managing attendance
  • Managing difficult conversations
  • One to one’s and appraisals
  • Staff retention & Motivation

Day 3 – Building Successful Teams

  • Teamworking/ Team Building (Fact or fallacy)
  • Team tree
  • Managing individual and team performance successfully
  • Coaching and motivation
  • Self-Awareness and emotional intelligence
  • Succession planning
  • Leading Team meetings

Option 2 – Leadership & Management (staffing) 2 days

Day 1 (AM) – High Performing Teams

  • The theory of Motivation (Maslow, 1943) – what motivates us and why are we all motivated differently?
  • Bringing your Whole Self to work
  • What makes a great Performance Manager?
  • Team Tree (Blob Tree, Pip Wilson) – how well do you know your team?
  • Challenge v Support (Sandford, 1962)
  • Managing the Team Meeting – both ‘in-person’ and remotely

Day 1 (PM) – Developing the Team

  • Little and Often Conversations & Corridor Coaching
  • The Big Picture: SMART (Doran, 1981) and FAST objectives that align to the overall strategic vision
  • 70-20-10 model of learning & development
  • Spotting the signs of under-performance – what’s the difference between capability and conduct?
  • Managing absence

Day 2 (AM) – Preparing to have the Difficult Conversation

  • Challenging Conversations
  • Unpacking the Suitcase
  • Feedback Rules
  • Setting out your stall (preparing your first 60 seconds)
  • Practical application

Day 2 (PM) – Coaching for Success

  • What is Coaching; defining what it is and what it is not
  • Unconscious Competence Model (Martin M Broadwell, 1969)
  • Identifying the skills of a great coach
  • The GROW model (Sir John Whitmore, c1980s)
  • Preparing to coach using high quality questions
  • Introducing Blind Coaching as a way to demonstrate how powerful, the use of high quality questions can be
  • Coaching Practice
  • Self-reflection and action planning

Mental Health – Stress & Resilience Management for a Positive Thinking Workplace

Creating a Workplace Culture That Encourages Good Mental Health and Employee Wellbeing.

Benefits of the two-day Workshop:

  • Enhanced productivity – Rather than becoming flustered or stressed by everything that we’re confronted with, we can learn to compartmentalise different things that need to be done.
  • More adaptive responses to stress – When encountering a difficult situation, rather than reacting instantly, we hit a mental pause button. We take a moment to view the situation objectively, which allows us to take that step back before coming up with a more rational solution to the perceived problem.
  • Smoother organisational change – equips employees to better handle these changes by viewing them less as unmanageable threats, and more as challenges to be tackled head-on.

Soft Skills – Problem Solving

Two-day course covering the following:

  • Self-awareness
  • Fact versus opinion
  • Persuasive Communication
  • Avoiding negative outcomes

Leadership & Management (Theory & Skills)

Four-day programme covering the following:

Day 1 – Leadership & Management Theory

  • Understanding my leadership style and reflecting on my pre-course work
  • Building the intelligent leader – emotional intelligence leadership
  • Setting the vision and goals for me and my team
  • John Adair Team, task & individuals’ functional leadership and core leadership practices
  • Time and priority management
  • Using restorative practice as a communication and conflict handling tool
  • Delegation
  • How to build a culture of coaching as a leadership style GROW model
  • Peer coaching practice using GROW
  • Being mindful of my emotional wellbeing and building resilience

Day 2 – Communication & Coaching

  • Communication across a range of platforms – verbal and non-verbal communication
  • Communicating with impact
  • Communicating and leading others through change – Kubler Ross change curve
  • Providing robust and constructive feedback – SAID model
  • Positioning challenging conversations – practice and peer coaching
  • Using GROW as a coaching tool for individuals
  • Presentation skills – preparing a presentation with impact

Day 3 – Motivating performance and boosting morale

  • Peer presentations with practice feedback using SAID model
  • Managing performance, the 8 performance levels matrix
  • Strategies for boosting performance and enabling potential with every team member
  • Managing talent and succession planning
  • Recruitment best practice
  • Common HR mistakes and how to avoid them
  • HR case studies on common themes – judgement and problem solving
  • Effective Team Member

Day 4 – Building High Performing Teams

  • Managing high performing teams – face to face and virtual
  • Managing team dynamics
  • Building trust in teams
  • Negotiating and influencing
  • Decision making types / skills
  • Conflict management – Thomas Kilman
  • Using GROW as a coaching method for teams
  • Peer coaching practice and action planning for the action learning sets

Effective Team Member

A series of 6 x 1 day Workshops to choose from:

1. Emotional Intelligence (6 GLH)

  • Understand what Emotional Intelligence [E.Q] is
  • Recognise the different competencies within E.I
  • Examine the relationship between I.Q and E.Q
  • Self-evaluate your Emotional Intelligence using a questionnaire
  • Develop EI using the Goleman 4 stage model
  • Emotional hijacks and how to manage them at work
  • Consolidate benefits of EI – organisations/teams/leaders/individuals
  • Discuss how EI can be incorporated into everyday scenarios and conversations
  • Action Planning

2. Responding Positively to Change (6 GLH)

  • Understand the different ways that people respond to change
  • Recognise the emotions associated with change
  • Recognise my reactions to change, in relation to the Change Curve
  • Use the circle of influence to manage my reactions to change
  • Learn techniques to reduce stress and anxiety during the change process
  • Be aware of what support and advice is available to support you through change
  • Action Planning for future change

3. Effective Communication (6 GLH)

  • Identify the factors that help and hinder workplace communication
  • Use effective questioning techniques to acquire information and build relationships
  • Pick up on hidden messages through nonverbal cues
  • Actively listen for feelings and behaviours as well as meaning
  • Recognise the different types of behaviour in yourself and others
  • Explain barriers and filters in communication and how to overcome them
  • Identify different communication styles in action and flex your style to influence others
  • Reflect on how you want to be perceived by others and work on presenting a positive image

4. Interpersonal Skills (6 GLH)

  • Develop the confidence to handle a wide range of difficult and demanding situations more effectively.
  • Analyse their own interpersonal communication style.
  • Gain confidence in handling conflict, criticism and other challenging situations.
  • Deal with different behaviour ranging from aggressive to submissive.
  • Learn to manage change through effective interpersonal communication.
  • Develop the skills to negotiate and influence with confidence.
  • Develop a broader range of interpersonal communication techniques to use in a variety of settings.

5. My Assertive Self (6 GLH)

  • Explain the characteristics of assertiveness and the positive role assertiveness plays in the workplace
  • Recognise the fight or flight response and how to control your instinctive reactions
  • Practise assertive body language and active listening skills
  • Use assertiveness techniques to defuse aggression and regain control of a situation
  • Choose an appropriate response to requests made of your time and say ‘no’ positively and confidently
  • Make assertive requests of others that are likely to be met with a positive response
  • Implement a plan to deal with others more assertively

6. Working as part of a team (6 GLH)

  • Define what good collaboration looks like and why it is important in my team
  • Understanding my team role and the role of others – Belbin
  • Describe the barriers to collaboration and how to overcome them
  • Describe how to foster collaboration within and across teams
  • Implement a plan to improve personal efforts at collaboration

Learners can attend any of the sessions and will be subject to demand. Delivery will be online via Teams/Zoom.

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