Training

How We Work To Give You Best Value

Stage 1 - Fly On The Wall

All training is carefully tailored to your precise needs. As part of this process, I would want to spend one full day in your business as an observer. It's what I call our "fly on the wall day". This has three very valuable benefits for you and your team:-

• It means that I have first hand experiance of your business. Just watching and listening allows me to focus on key issues. This experience will never be used as critism but it does allow me to steer the programme to meet these issues.
• Your Team will become familiar with having me around. They will realise that I'm there to help and that I'm not a threat. When we then come to run the training programme. They already know who I am and what I'm doing. Building this relationship in advance means that we can cover more ground on the training day and get greater acceptance of the ideas.
• Final development. This programme will be developed specifically to your requirements. Your business has some unique features and some very special ways fo doing things. It's important that an Enhanced Communication Programme reflects your way of doing things.

Stage 2 - Training Workshops

Our objective is that you get the greatest possible long-term return on your investment.

Over many years of delivering this type of programme, I've come to realise that the most effective way to run the actual training workshops is as two half-day sessions. Let me just explain how this could be of benefit to you.

• The first half-day workshop will be about some basic communication skills. It will include first impressions, listening skills, customer service and basic questioning techniques. These are skills that we hope everyone will buy into.
• In fact, what we want everyone to do is to practice using these skills and techniques for the next two weeks.
• We then come back and run the second workshop. This goes to a deeper level of skill and technique. It builds on the experiance that people have during their two weeks of practice.

I think that you can already start to apreciate that this is much more powerful than trying to run a one day intensive programme. But there is another twist that I've not mentioned yet!

• During the two weeks of practice, I will be making some mystery shopper telephone calls into your offices!
• Our purpose here is not to catch people out. But simply to make sure that everytime they take a call, they will follow the principles we've all agreed on. After all they will have agreed to try out the new system. And it would be wrong to give up on it without giving it a go. Wouldn't it?

Stage 3 - We will return!

Two weeks after the completion of the final workshop, we will return.

This time it is down to your Team to present to us.

What we want to know is:-

• What has been done to take the skills and techniques we developed and really use them?
• How are those skills going to be used consistently by everyone in the business?
• How will new members of the Team be introduced to your way of doing things?

My Guarantee

All of my work comes with My Unique Money Back Guarantee: I ask you to pay in advance but, if on the completion of the programme, you are not completely satisfied that you have had value for money, I will immediately refund your investment in full!