TEAMWORK & TEAM BUILDING
We provide a set of workshops to train staff and managers in the benefits, and mechanics of operating a Team culture in their company. This includes training in building Teams, running Team Meetings, and integrating the Team(s) into the whole company structure. There are sessions covering Problem Solving techniques, and the application of Continuous Improvement programmes.

A COURSE EXAMPLE:

HALF DAY SEMINAR: TEAM BUILDING

Course Content

1. What is Teamwork ?
2. What you can contribute and who should be involved
3. The five qualities of an outstanding team player
4. The potential barriers to effective teamwork
5. Developing communication skills
6. Collaboration, tolerance and understanding
7. Using Team to resolve problems or capitalize on opportunities
8. Understanding the benefits of Team Meetings
9. The purpose, outcome and achievement of Team Meetings
10. Problem Solving
11. Analyzing the Situation
12. Defining the Problem
13. Decision Analysis
14. The Route to Decisions and their implementation
15. Choosing effective leadership style/role to suit the company
16. Accentuating strengths and minimizing weaknesses
17. How to organize and run the team meetings
18. What to document and what not to document
19. Implementing corrective action, following up and evaluating success

Objectives

The objective of this course is to provide the delegates with:

Understanding of what is customer care and its benefits
Knowledge of how to respond to customers
Knowledge of techniques to conduct and maximise customer contact
Knowledge of how to deal with customer complaints
Knowledge of how to present themselves and their company to customers
Knowledge of how to manage their customer relationships

Assessable Outcomes

The course will issue each delegate with a questionnaire requesting information on their assessment of the course content and presentation. Each delegate will be sent a certificate of attendance at the course, provided that they have stayed for the complete duration of the course. There will not be a test of the delegates ability to activate the knowledge they will have gained during the course, due to the limitations of a half day course in verbal communication.

Delivery

Method     The course will be delivered in a workshop style, with maximum delegate participation being encouraged. Where possible the course will use examples relevant to the individual delegates’ own situations, and the presenter will look for information on the delegates prior to the course in order to effect this or will have each delegate present themselves at the start of the course.

Numbers     The course, because of its workshop style, is best suited to a minimum of six participants, and a maximum of 14.

Target     The target audience is in general SME’s, these may be of no particular size in turnover, but would be those with repeat customer service as part of their trading, such as manufacturers. The course provides the best benefits to those companies who have repeated contact with their customers, difficulties with delivery schedules, returns problems, or complex infrastructure.

Visuals     The course can be presented either through a Multimedia Projector or through the use of an Overhead Projector. There is generally no use of props.

Materials     The delegates are provided with a set of Study Notes, which are in effect copies of the slides they are shown during the course. These are given to them at the start so that they may make notes on them and then use them for future reference when they will have a mental image attached to each page of activity during the course.

The course cost includes the presentation for the day, a Study Pack for each delegate, all visual aid materials, and the customising of up to 25% of the course for a specific emphasis.

MORE INFORMATION
If having read this guide you would like to discuss how we may be able to help you, please call us on (01373) 454576 and speak to Peter Beech-Allen, or E-mail a request to us for further information.