Sample Programmes

Whether we’re involved with an outbound telemarketing team or an inbound customer service centre, we'll be focused on helping your people to win, retain and develop customer relationships to achieve your business goals. And people all have one thing in common - they're all different! So we tailor our programmes to suit you perfectly: your needs, your brand, your culture, your people.



We offer practical guidance for anyone who needs to develop their assertiveness skills for a range of workplace situations. You will gain the tools and techniques to boost your confidence and build your self-esteem.

More details




From first impressions to hand-over or call completion – how to become a ‘smooth operator’! Getting the balance between skills, motivation and product knowledge is essential. Our course modules are based on all three.

More details




Every business needs a constant flow of new customers to thrive, but there’s often something that gets in the way. New recruits have it, experienced salespeople have it and sales managers often pass it along. If you have call reluctance, you're not just wasting time, you're losing money.

More details




There are many reasons why organizations fail to develop a coaching culture… from a perceived lack of time, to a belief that ‘it wouldn’t work here’. We help leaders to create a culture that continually rejuvenates and encourages their workforce to learn, improve and ‘pass it on’.

More details




Your reputation can be built or broken, according to your customers’ experience. It is the actions of your people ‘in the front line’ that count. With the appropriate communication skills you can improve your standard of customer service dramatically, and increase customer co-operation, loyalty and satisfaction.

More details




When dealing with a customer your tone of voice and your body language, even though unobserved, send strong signals. We break down the elements involved in influence, and give your people the key ingredients regardless of the type of caller/recipient.

More details




Some people build strong relationships, facilitate solutions from tense situations and project a positive image of themselves and their team. This can be identified as ‘Emotional Intelligence’ (EI). Managed effectively, emotions win commitment and generate positive energy. It has been proven that those with a high EI achieve better results (by up to 30%) and those without are less likely to be promoted.

More details




Achievement in life often depends on how well we deal with people and situations – our personal effectiveness. Often referred to as common sense, but not always common practice. Learn how to build the bridge of rapport, increase your ‘circle of influence’ and create a positive impact every time.

More details




Everybody deals with conflict on a daily basis. Whether it is an awkward phone call or a complaining customer or associate. Conflict is not a bad thing. However, the way that individuals and organisations deal with it (or fail to deal with it) often is.

More details




“If you only knew what you already know.” Best practice modelling is a swift and powerful way of enabling an organisation to reproduce success. We call this the ‘BluePrint’, the ideal pattern of behaviours, tactics and strategies most likely to give a successful result in a specific role.

More details




We can help you by generating energy and commitment from your team. We deliver positive, fun and memorable experiences that communicate key messages, create excitment, refuel enthusiasm and build team identity.

More details




All managers and professionals negotiate, either face-to-face or by telephone, with external organisations or internally with colleagues. We explore successful negotiating strategies so that you recognise them and understand their implications and how to apply them.

More details




Use heightened awareness techniques to improve your professional and personal effectiveness. Neuro Linguistic Programming is the powerful body of learning about how the human mind works. This programme is ideal for anyone who wishes to be introduced into the world of NLP and the benefits it can provide in all aspects of your life.

More details




Coaching is the single most important method which managers can use to increase the ability and productivity of their staff. Unfortunately, many managers don’t do nearly enough of it. Some avoid coaching because they are nervous of its consequences. Others simply don’t know how to go about it. This highly practical and participative programme can resolve both these issues.

More details




This programme is full of practical ideas and techniques, designed to help you recognise and deal with stress. Ideal for anyone who feels under pressure, or who works in a stressful environment. It can also be useful for managers, to help them understand more about his increasingly common symptom of today’s workplace.

More details




TA was founded by Eric Berne in the 1950s and 1960s and has been evolving ever since. It is now a well-established approach offering a range of models that can be used to explain communication and relationships. These models can help identify what goes wrong in communication and how to interact for a better outcome.

More details




We help your team leaders to realise the potential of their team. We work alongside them and explore a variety of skills including: effective planning; running outcome-orientated meetings; keeping useful records; retention and motivation techniques – how to keep the workplace fun!

More details



We offer a positive and engaging programme style. You will acquire strategies and techniques that are easy to use, difficult to forget and proven to produce results.