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Please bear with me as I update my website to bring my courses bang up to date

The modules listed below have up until this year have been delivered in the classroom – usually around about 7hrs long (plus breaks)  – well I am now in the process of taking them online – either through interactive sessions via tools such as Zoom, pre-recorded Webinars, a combination of both or stand-alone Online Courses – all tailored to the needs of individual clients but all delivered in bite-size chunks

So, if you are looking for an informative, engaging, and fun way for your team managers to learn, check out some of my modules below and give me a bell – if you can’t see what you are looking for, give me a bell. If I can’t do it, I’ll put you in touch with someone who can – I’ve been around the block for a while and either know stuff or know people that do

Courses – Classroom /Online Course / Live Virtual Session / Hybrid

Telephone Communication


  • What is Communication?
  • What are Communication Barriers
  • Building Rapport
  • Making the best use of Customer Offers
  • The Double Name Handshake
  • Using your Voice Effectively – P.A.T.I.E.N.C.E.
  • Questioning Skills
  • Stimulating Listening in your Customer
  • Demonstrate Effective Listening
  • Using a Framework to Maintain Confidence & Remain in Control
  • Checking Your Understanding
  • Confirming your Customer’s Understanding
  • Action Planning

Face to Face Communication


  • Recognise the Impact, Impressions & Importance of Body Language
  • Using your Adaptive Competence
  • Developing Your Listening Skills
  • Understanding What Can Build Your Rapport & What Can Destroy It
  • Managing & Exceeding Your Customers Expectations
  • Dealing With Unusual Requests or Difficult Customers
  • Getting It Right First Time to Minimise Complaints
  • Action Planning`

Having Meaningful Conversations


  • Understanding the Benefits of Meaningful Conversations
  • Using Rapport to Build a Climate of Trust
  • Factors Leading to Difficult Conversations
  • Language Which Engenders Trust & Ownership
  • seeing things from a Different Perspective
  • The right time & the right place to have a conversation
  • Giving feedback in a difficult situation
  • Action Planning

Mastering Persuasion


  • Plan, Prepare & deliver a message with clarity and confidence
  • Develop an authentic persuasive style
  • Use your voice to maximise natural impact
  • Understand & utilise key persuasive words to articulate your ideas with ease
  • Manager nerves & project personal presence
  • Be more persuasive & credible at all levels
  • Action Planning

Powerful Presentation Skills (pt 1)


  • Planning & preparation
  • Structuring the presentation
  • delivering presentations
  • Controlling nerves
  • Relaxation techniques
  • Practice Session
  • Group feedback
  • Action Planning

Powerful Presentation Skills (pt 2)


  • Presentation enhancement
  • Voice
  • Body Language
  • Visual Aids
  • Handling Questions
  • Practice Session
  • Group feedback
  • Action Planning
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