Showing 17–32 of 46 results
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Customer Service Training – Managing Customer Service Complete with certificate
The need to lead, model, and promote the organisational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.
Learning Outcomes
- Identify ways to establish links between excellence in customer service and your business practices and policies.
- Develop the skills and practices that are essential elements of a customer service-focused manager.
- Recognise what employees are looking for to be truly engaged.
- Recognise who the customers are and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
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Developing a Lunch and Learn Programme complete with certificate
If you look at any successful organisation they have the support of employee development as a core part of their culture. For these organisations it goes beyond professional or even personal development to offering learning opportunities that create increased energy, creativity and fun. Lunch and Learns are a venue to foster sharing and peer learning and are typically aimed at fostering cross-organisation collaboration and communication. They are a tool for sharing of information, approaches and talent. Further, they offer opportunities for networking in a safe, friendly and relaxed atmosphere.
Learning Outcomes
- Explain the benefits of implementing a Lunch and Learn Programme
- Outline the aims and expectations of a Lunch and Learn Programme for your organisation
- Utilise a number of success factors to create a Lunch and Learn Programme for your organisation
- Develop a promotion plan for your organisation’s Lunch and Learn Programme
- Develop a list of potential Lunch and Learn session topics
- Maintain an ongoing Lunch and Learn Programme for your organisation
- Develop and deliver a Lunch and Learn session
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This theory course presents Dignity, Privacy & Respect in a format that is both easy to digest and apply to the work environment. It will benefit all employees who work within a Health and Social Care environment. It will also benefit those who require this knowledge as part of their induction or as part of their company mandatory training programme. Successful completion of the training will give learners the under-pinning knowledge of Dignity, Privacy & Respect. It will enable learners to understand the above learning outcomes and be able to implement those outcomes within their working environment.
Learning Outcomes:
- Definitions of Dignity, Privacy & Respect
- Legislation Policy/Procedure of Organisation
- Poor Practice
- Discrimination
- Best Practice
- Specific Care Needs
- Implementing Change
- Person Centred Care using Dignity, Privacy & Respect
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
In this module, you will learn how to deal with disciplinary issues and what to do when an employee raises a grievance. Whether you are a manager or an individual who is directly affected by these issues this course will guide you through the process.
Learning Outcomes:
- Definitions of discipline and grievance
- The legal principles
- The disciplinary process
- Failing to meet standards
- Level of responses
- Disciplinary meetings
- Grievances
- Raising a grievance
- Dealing with a grievance
- Grievance meetings
- Support and appeals
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
Diversity Training – Celebrating Diversity in the Workplace Complete with certificate
More than ever, a workplace is a diverse collection of individuals proud of who they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. One of the challenges for workplace leaders is how to help these diverse individuals work as a team.
We all know what happens to organisations that don’t have effective teamwork: they fail. And, failing to embrace diversity can also have serious legal costs for corporations. This course will give you ways to celebrate diversity in the workplace while bringing individuals together.
Learning Outcomes
- Describe what diversity and its related terms mean
- Explain how changes in the world have affected you and your view
- Identify your stereotypes
- Use terms that are politically correct and avoid those which are not
- Apply the four cornerstones of diversity
- Avoid the pitfalls related to diversity
- Use a technique for dealing with inappropriate behaviour
- Develop a management style to encourage diversity
- Take action if you or one of your employees feels discriminated against
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
Employee Accountability Complete with certificate
An article in the March 11, 2010 edition of TIME magazine purported to explain “why we have entered the post-trust era.” Indeed, we seem to be in a time where people act inappropriately and then refuse to take responsibility for their actions. Who can we blame for the world economic crisis, or issues with religion, or the outcomes of our governments, or the state of the environment? More to the point, why do we spend so much time and energy looking to pin the blame on someone (usually anyone but ourselves)? With this in mind, it’s no wonder that organisations who promote accountability are more successful and more productive. In this one-day workshop, you will learn about what accountability is, how to promote it in your organisation, and how to become more accountable to yourself and others.
Learning Outcomes
- Understand what accountability is and what events in history have shaped our view of it
- Identify the requirements for personal and corporate accountability
- Apply the cycle of accountability and the fundamental elements required to build an accountable organisation
- Describe what individuals must do to become accountable
- Build skills required for accountability, including goal setting, giving and receiving feedback, and delegation
- Pinpoint ways to build ownership in your organisation
- Isolate areas for further self-improvement
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Employee Dispute Resolution – Mediation through Peer Review Complete with certificate
Have you ever been in a workplace situation where a supervisor has made a decision that you didn’t agree with? Did you wish that you could ask someone else what they thought of the decision; whether they would have done the same thing? The peer review process offers employees just that chance, using a formalised procedure to ask, consider, and resolve just these sorts of questions. This course will teach you everything you need to know about employee dispute resolution through mediation.
Learning Outcomes
- What the peer review process is
- A process for employees to file grievances and for management to respond
- How to choose a facilitator and panel
- What is involved in the hearing process, from preliminary meetings to the hearing, and the decision process
- What responsibilities and powers a panel should have
- How to apply professional questioning and probing techniques
- Why peer review panels fail and how to avoid those pitfalls
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
Encouraging Sustainability and Social Responsibility in Business Complete with certificate
The ideas behind encouraging sustainability and social responsibility in business seem noble, as organisations commit to creating optimal circumstances for people to live and work. The reality is that every company, whether it is a micro-business or a large multinational corporation, can take steps to create sustainable, socially responsible environments that contribute to positive workplaces, communities, and futures.
Learning Outcomes
- Define sustainability and social responsibility
- Discuss the principles of social responsibility in business
- Apply the principles of sustainability and social responsibility in the context of ISO 26000
- Develop a programme for sustainability and social responsibility in business
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
This course aims to raise awareness of Equality & Diversity and encourage candidates to take a proactive approach within the workplace. Equality and Diversity can be compromised by candidates own values, opinions, and prejudices, this course explores how prejudices develop and how they may influence people. Candidates will gain an awareness of the discriminatory practice and gain knowledge on how to promote equal opportunities for all and recognise the value of diversity.
Learning Outcomes:
- Equality and Diversity what does it mean?
- Understanding Individual Needs
- Respecting Individual needs
- Equality & Diversity and the Law
- Factors essential to promoting Equality & Diversity
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
This course aims to promote the understanding of ageism. This refers to the discrimination of a person due to their age, usually because they are older. This course provides an understanding of how the individual can be aware of such age discrimination issues, and how they can incorporate this into their daily work.
Learning Outcomes:
- Know and understand age equality legislation
- Understand the main aspects of age discrimination, and the issues many face
- Understand how to create an environment that embraces those of all ages
- Understand those issues that older staff and patients might face
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
Generation Gap – Closing the Generation Gap in the Workplace complete with certificate
There are currently five generations in the workforce. Only a few short years ago employers who were expecting to be faced with mass retirements are now looking at accommodating workers who cannot afford to retire or are simply healthy and happy enough they’d like to stay at work. However, the labour force continues to put in hard work and lots of strategy to find the right people to fill vacancies and to be able to serve their customers. This course examines the history and reality of the generation gap, especially for recruiters and succession planning. In it, we will explore whether defining the actual limits of each generation is most important, or whether the merits of people within the context of employment is the bigger issue. After all, understanding others helps us to understand ourselves and to manage the people that we work with. We will also explore problems, solutions, and strategies to help overcome issues of the generation gap.
Learning Outcomes
- Identify where the generation gap issue surfaces, and the impact it has on the modern workforce
- Describe and apply language that is specific to each generation currently in the workplace
- Explore organisation strategies that overcome gap issues
- Evaluate the need and effectiveness of recruiting, retention, and succession plans in context of the generation gap
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
This course is designed to provide delegates with the skills and confidence to both give and receive feedback effectively to and from others in the organisation (e.g. boss, peers, and subordinates).
Learning Outcomes:
- Give feedback to others (boss, peers, and subordinates) in a proactive and effective way.
- Receive feedback from others, judge its validity and make decisions about what to do with the feedback.
- Use feedback skills to improve relationships
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Within this module, we will look at what a redundancy actually is, how they might be avoided and what the law says. You will see what the consultation process is and why having a proper selection process is important. You will learn what the notices periods are, who is entitled to a redundancy payment and how to calculate it.
Learning Outcomes:
- What is Redundancy?
- Avoiding redundancies
- What the law says
- Consultation
- Importance of consultation
- Types of consultation
- The selection process
- Establishing a pool
- Fair and unfair criteria
- Notice and pay
- Notice entitlements
- Redundancy payments
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
Hiring for Success – Behavioural Interviewing Techniques complete with certificate
Interviewing sounds easy enough: you arrange for a conversation between you and potential candidates, and then select the best person for a particular position. But what if you could refine the process in such a way that you were confident that you are selecting the right person? How do you separate the good from the great, when they have similar work experience and strengths to offer? This course will give you the skills and tools to hire successful candidates.
Learning Outcomes
- Recognise the costs incurred by an organisation when a wrong hiring decision is made.
- Develop a fair and consistent interviewing process for selecting employees.
- Prepare better job advertisements and use a variety of markets.
- Be able to develop a job analysis and position profile.
- Use traditional, behavioural, achievement oriented, holistic, and situational (critical incident) interview questions.
- Enhance communication skills that are essential for a skilled recruiter.
- Effectively interview difficult applicants.
- Check references more effectively.
- Understand the basic employment and human rights laws that can affect the hiring process.
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£123.11 Original price was: £123.11.£29.00Current price is: £29.00. + VAT
HL Online Training offers CPD Accredited and Certificated online training courses following the Qualifications and Credit Framework (QCF).
This bundle includes 13 courses, all of which are certificated.
You will receive the following:
- Bribery Act Awareness
- Money Laundering Awareness
- Bullying & Harassment
- Contracts & Written Statements
- Discipline & Grievance
- Handling Redundancy
- Managing People
- Performance Management
- Starting Work
- Working Time & Holidays
- Time Management
- Staff Appraisal Skills
- Interview Skills
The certificate is immediately available upon completion online.
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£20.00 Original price was: £20.00.£9.47Current price is: £9.47. + VAT
Human Resources Training – HR for the Non-HR Manager complete with certificate
In today’s fast-moving world, many managers and supervisors are expected to deal with some human resource issues. They may be asked to take part in developing job descriptions, take part in interviews, or take responsibility for discipline. This three-day workshop will introduce those managers to human resource concepts. We will walk you through the hiring process, from performing a skills inventory to conducting the interview; discuss orientation; and cover some issues that arise after the hiring (such as diversity issues, compensation, and discipline).
Learning Outcomes
- Identify current issues in the human resource field and the changing role of supervisors and managers in terms of HR functions.
- Write job specifications and identify core competencies.
- Apply methods of finding, selecting, and keeping the best people using behavioural description interviewing techniques.
- Get new employees off to a good start.
- Understand compensation and benefits.
- Maintain healthy employee relations.
- Make performance appraisals a cooperative process.
