Training

All content is available in a range of formats. Click on the buttons below for more information.
A course delivered across a half day, full day or more, with tutorials, activities and discussions. These courses have been designed to cover everything you might expect for the topic, all with a twist that emphasises your staff and/or customers.

Courses can be personalised to your organisation and will always be as informative and enjoyable as possible for everyone (no forced roleplay!).
I offer short sessions of one or two hours to give you an overview of any topics I cover. The format will be customised to what works for you, with a mixture of informal conversation and practical/interactive training material.
Longer sessions are also available, offering full coverage of any training topic. Please get in contact to discuss your needs.
This is ideal for groups that don't want a classroom-style approach. You'll get a short overview of the topic(s) and we'll spend most of the time exploring questions from your team in the context of their work.
Combine one or more topics and styles to build a personalised experience. This could form a structured themed programme (management, communication or technical skills, for example) or take a pick 'n' mix approach and pick different topics for different teams in your organisation to dip in and out of over a day, delivered online and/or in person.

If need training in an area not specifically covered below, get in touch and we'll see what we can put together for you.

What Are You Looking For?

Training Courses

We have developed and delivered a range of well-received courses that meet common needs. These courses cover everything you might expect, but with a real focus on staff and customers: the people that make every organisation a success. Every course is available to be customised, and if you don't see what you're looking for then do look at our wider range of topics below and get in touch.

Communication and People

Assertive Customer Care
Challenging Conversations and Customers
Difficult People and Situations at Work
Problem Solving and Troubleshooting with Customers

Equality, Diversity and Inclusion

IT, Computing and Web

Microsoft PowerPoint
Teams, SharePoint and OneDrive for Collaboration

Management and Leadership

Problem Solving and Decision Making

More Topics

If none of the courses above are quite what you're after, here are a range of areas that we can cover to build a course that meets your needs. We're happy to work with you to put together a people-focused course that helps you and your organisation move forwards.

Communication Skills

Helping people talk to people
  • Basics of communication
  • Communicating effectively
    • Listening and questioning
    • Use of language
  • Knowing your audience (customers and colleagues)
    • What to do when you don't know them
    • Understanding perceptions
  • Communication channels and media
    • In person, phone, email, chat, social media and more
  • Train the Trainer

Customer Service and Support

Creating the best experiences
  • Defining the customer
  • Managing expectations
  • Query handling
  • Problem solving and troubleshooting
  • Difficult people and challenging situations
  • Understanding behaviour
  • Conflict management
    • Causes and emotion
    • Avoidance
    • Handling and negotiating
  • Feedback and complaints

Running a Help Desk

Analysing issues and solving them
  • Query handling
  • Problem solving and troubleshooting
  • Communication channels and media
    • In person, phone, email, chat, social media and more
  • Saying "No" without saying "No"
  • Feedback and complaints
  • Stats that matter
  • Time Management

Equality, Diversity & Inclusion

Respect for everyone
  • Protected characteristics (UK Equality Act 2010)
  • Unconscious bias
  • Disability awareness
    • Includes mental health and hidden disability awareness
  • Challenging situations
  • Considering culture
  • Inclusive language and how it evolves
  • Equality in the workplace

IT Skills

Getting to grips with computers
  • Microsoft Office
    • Word, Excel, PowerPoint
    • OneNote
    • Microsoft 365 (online)
  • Working with emails and calendars
    • Software and webmail
    • Staying organised
  • Windows 10 and/or macOS
    • Installing, finding and running apps
    • File management
    • Personalisation
  • Security essentials
    • Viruses and malware
    • Safe browsing and email

And More...

Helping us all work together
  • Data Protection and Freedom of Information
  • Meeting skills
    • Chairing a meeting effectively
    • Attending and engaging
    • Language, jargon and perceptions
    • Taking notes and minutes
  • Team building
    • Customer skills with colleagues
    • Leaders and followers
    • Activities for away days
  • Time Management
  • Train the Trainer