CUSTOMER SERVICE SKILLS

• Using the Right Language
• Nurturing Customer Relationships
• Practicing Positivity
• Achieving Clarity
• Maintaining Composure

PROJECT MANAGEMENT SKILLS

• Project Management Methodologies1 (Winter 2020)
• Activity & Resource Planning (Winter 2020)
• Activity & Resource Planning (Winter 2020)
• Organizing & Motivating a Team (Winter 2020)
• Controlling Time Management (Winter 2020)
• Developing a Budget (Cost Estimating) (Winter 2020)
• Ensuring Customer Satisfaction (Winter 2020)
• Managing Project Risk (Winter 2020)
• Monitoring Progress (Winter 2020)
• Managing & Producing Reports (Winter 2020)

COACHING ESSENTIALS

• Introduction to Coaching
• Using Coaching Models
• Establishing a Coaching Culture
• Building Trust & Rapport
• Asking the Right Questions
• The Art of Listening
• The Power of Silence
• The Importance of Goal Setting
• Creating Accountability
• Giving Effective Feedback

COMPLIANCE ESSENTIALS

• Equality & Diversity (Winter 2020)
• Sexual Harassment (Winter 2020)
• Fire Safety Awareness (Winter 2020)
• Drug & Alcohol Abuse (Winter 2020)
• Anti-Bribery (Winter 2020)
• Anti-Money Laundering (Winter 2020)
• Active Shooter (Winter 2020)
• Code of Conduct (Winter 2020)
• Whistleblowing (Winter 2020)
• Conflict of Interest (Winter 2020)

CUSTOMER SERVICE ESSENTIALS

• Maintaining CS Across Channels
• The Importance of Brand
• Customer Relationships
• Customer Loyalty
• Effective Problem Solving
• Handling Complaints Gracefully
• Cross-selling and Up-selling
• Managing Customers Expectations
• Technology
• Going beyond Customer Service

BUSINESS INNOVATION

• The 7 Skills of Critical ThinkingCreative ThinkingCritical Observation
• Being Adaptable
• Driving Innovation
• Thinking Logically
• Problem Solving
• Dealing with Uncertainty
• Being Resourceful
• The Power of Analysis

CYBERSECURITY ESSENTIAL SKILLS

• The Power of a Strong Password
• The Danger of Viruses & Malware
• Looking after Your Data!
• Keeping Your Mobile Safe
• The Risks of Ransomware
• Network Security & Cloud Computing
• Phishing & Anti-Spam
• Social Engineering
• Internet of Things Attacks (coming soon)
• Security & Compliance Audits
• Identity Theft
• GDPR (Winter 2020)
• Data Protection (Winter 2020)
• Data Breaches (Winter 2020)
• PCI DSS (Payment Card Compliance) (Winter 2020)
• Information Security (Winter 2020)

DATA ANALYSIS SKILLS

• Data Literacy (Winter 2020)
• The Power of Big Data (Winter 2020)
• Visualizing Data (Winter 2020)
• Data Ownership (Winter 2020)
• Entrepreneurship
• The Five P’s (Winter 2020)
• The Entrepreneurial Mindset (Winter 2020)
• Being Curious (Winter 2020)
• The Power of Imagination (Winter 2020)
• Being Self Aware (Winter 2020)
• Building Relationships & Networking (Winter 2020)
• The Power of Influence (Winter 2020)
• Taking Measured Risks (Winter 2020)
• Being Prepared to Fail (Winter 2020)
• Turning Ideas into Actions (Winter 2020)
• Finance Essentials
• The Basics of Financial Management
• The Flow of Money
• Key Financial Statements
• The Importance of Cash Flow
• The Value of Budgeting

HR ESSENTIALS

• The Importance of Training
• Adapting to Innovation
• Performance Management
• Handling Disciplinaries
• Talent Management & Development
• Bullying & Violence
• Employee Engagement
• Flexible & Remote Working
• HR for Non-HR Managers

LEADERSHIP ESSENTIALS

• The Four Types of Leader
• Delegation and Empowerment
• Humility
• Emotional & Cultural Intelligence
• Being Authentic
• Inspiring Others
• Taking Accountability
• Making Decisions
• Being Confident
• Being Brave

LEADERSHIP TOOLKIT

• Managers vs. Leaders
• Conflict Management
• Effective Meetings
• Motivating Others
• Promoting Talent
• Leading by Example
• Facilitating Results
• Making Deals
• Leading Remote Teams
• Managing Change

LEARNING ESSENTIALS

• The Psychology of Learning
• Learning Styles
• The Power of Micro-Learning
• Defining Learning Objectives
• Learning ROI
• Learning Culture in the Workplace
• Learning & Employee Engagement
• Promoting Social Learning
• Growth Mindset
• Removing the Barriers to Learning

MARKETING ESSENTIALS

• Your Shop Window – Your Website
• Do Your Research (Brand & Product)
• Know Your Customers
• The Power of Social Media
• Curating the Right Content
• The Role of Partnerships
• Brand Ambassadors
• The Power of Networking
• Show Don’t Tell
• Introduction to Marketing Automation
• Project Management Essentials
• Initiating a Project
• Planning a Project
• Executing a Project
• Monitoring a Project
• Closing a Project
• Recruitment 101 Essentials
• Interview Skills
• First Impressions
• Career Planning
• Hiring Right, First Time
• Importance of Onboarding

 

SALES ESSENTIALS

• Sales Listening Skills
• Creating your Pipeline
• Managing your Pipeline
• The Sales Pitch
• Effective Presentations
• Selling the Proposed Solution
• Building Benefits
• Keeping Prospects Engaged
• Closing Difficult Deals
• Importance of Sharing Sales Feedback

APPLIED SALES SKILLS

• Researching Your Prospect
• How to Build Rapport
• Questioning Skills
• Prioritizing Prospects
• Obtaining Commitment

TEAMWORK ESSENTIALS

• The Power of Teamworking
• Setting Common Goals
• Collaboration
• Celebrating Differences & Diversity
• Building Trust & Respect
• Roles & Responsibilities
• Communicating Openly
• Encouraging Different Opinions
• Dealing with Difficult Personalities
• Celebrating Success
• What is a Millennial
• Communicating with a Millennial
• Millennials and Technology
• Training Millennials
• The Leadership Role Model
• Leading with Respect
• Leading with Energy
• Being Positive
• Leading with Commitment
• Using Humor
• The Power of Patience
• Recognizing & Rewarding Others
• Leading with Empathy
• Being Energetic
• A Healthy Manager is a Good Manager

WELLBEING ESSENTIALS

• Eating Healthily
• Understanding Emotions
• The Importance of Sleep
• Work / Life Balance
• The Importance of Exercise
• Dealing with Stress
• Wellbeing & Productivity
• Kicking Bad Habits
• The Dangers of Sitting Down!
• Promoting Health & Wellbeing at Work

WORK ETHIC

• Being Punctual (Winter 2020)
• Meeting Deadlines (Winter 2020)
• Multi-tasking & Being Organised (Winter 2020)
• Self-Managing (Winter 2020)
• Time Management (Winter 2020)
• Working Under Pressure (Winter 2020)
• Persistence & Resilience (Winter 2020)
• Avoiding Distractions (Winter 2020)
• Staying Motivated (Winter 2020)
• The Importance of Planning (Winter 2020)