Management Blog

Call of the Wild Training Courses for 2014

Here is a list of our training courses in 2014. This is not a definitive list but gives a flavour of the type of courses we have available this year whether it be for leadership, team building, management training or realted matters such as coaching.

If you wish to see a more definitive list then please do give us a call to discuss your exact requirements. These can be open courses, such as thsoe listed, or organised for specifici clients.

Click here to see the list of our training courses for 2014

The Causes of Customer/Client Dissatisfaction

Some of the most common causes of complaints may stem from the following issues:-

-    Delays an queues
-    Prices
-    Opening and closing times of facilities
-    In accurate/misleading information or lack of information
-    Advertised facilities or services not available
-    Services not delivered as agreed
-    Behaviour of other customers
-    Perceived rudeness or indifference of employees
-    Quality of facilities or services
-    Presentation of food and beverages
-    Standards not meeting expectations

It is estimated 90% of dissatisfied customers/clients do not make a complaint. Why?

Resolving Problems

(i) Know your organisations policies

Make sure that you are familiar with your organisation’s policies and procedures and that you aware of the limits of your authority

(ii) Don’t take complaints personally

You may not be responsible for the problem but you are a representative of your organisation

Remain Calm and in Control

Even if someone is shouting at you, it is vital to stay calm. Don’t raise your  voice or get angry

(i) Listen to what your Client is saying

Let the client/customer tell you about the problem and listen all the way through. Find out what has happened or not happened

Apologise

Even if you don’t think the client/customer has a valid complaint or it is not your organisations’s fault, apologise for the fact that they are dissatisfied. Empathise with them

(i) Share Information and Show Initiative

If you don’t have the authority to deal effectively with the complaint refer it quickly to someone who does

(ii) Find out what the person wants

Don’t second guess the customer. Let them tell you exactly what they want to happen next.

(iii) Suggest Alternatives

Where appropriate offer the customer a range of options but never suggest alternatives you cannot deliver

(iv) Agree on a solution

Agree what is to happen next and check the client/customer is satisfied with this action

(v) Follow Through

Ensure that the agreed course of action is carried out as soon as possible

(vi) Thank the Client/Customer

Let the customer know that you appreciate the opportunity to resolve the problem. Thanks them for bringing it to your attention

(vii) Pre-empt the Situation

If you anticipate a problem , avoid complaints by forewarning the customer.

For information on Call of the Wild's advice and guidance courses visit the website

Advice and Guidance Training Courses - The Power of Work-Based Learning

Our Level 4 NVQ Diploma in Advice and Guidance Course  is aWork-Based Training Course.This Advice and Guidance Level 4 NVQ training course is aimed at people working in an advice and guidance role who want to achieve a nationally-recognised practical qualification within the Qualifications and Credit Framework (QCF).

The Advice and Guidance Level 4 NVQ Diploma course  demonstrates candidates' competencies in advice and guidance roles that involve working directly with clients and delivering information, such as those based in training institutions, local authorities, charities, voluntary sector or advice centres. Roles include include  employment services, youth services, help desk and careers advisors, customer service advisors.

The National Vocational Qualification (NVQ) is work-based, providing a training programme that is designed to meet the individual needs of the learner and be releavnt to their individual workplaces. This enables them to deal with real world workplace issues and then apply solutions in the workplace which will make a real difference for the individual and the organisation they work for.

Our approach is not a traditional clak and talk approach. To make the course more poewerful and releavnt for the learner we adopt a blended learning approach.

For more information on our Advice and Guidance Courses visit our website.

Funded ILM Level 3 Certificate in Coaching and Mentoring

We've today launced our new Institute of Leadership and Management - ILM Level 3 Certificate in Coaching and Mentoring. We've also secured a new funding source which allows you to cover the full cost of the course (subject to eligibility).

Take a look at the relevant page on our website for more information and details on the funding available. So if you or your employer can't afford to pay then don't worry as you may be eligible for external funding.

 

For more information on this ILM course visit our website

Effective Communication Skills Training Course

How Can You Improve Your Communication Skills

"Off with her head, cried the queen at the top of her voice. Nobody moved."

Lewis Carroll, Alice in Wonderland.

Bad communication is worse than no communication at all. So what is communication:-

Communication - The imparting or exchange of information (The Little Oxford Dictionary)

Having the confidence and skills to communicate in the workplace is central to everyones role.  It is probably the most important part of any relationship, and so easy to get wrong.

We have all seen organisations where no-one really knows what is going on, or understands their part in the bigger picture of the business, we all know that is not a good position to be in.

More employees feel and understand that they are a vital part of the business, the more pride they will take in what they do.  This may take the form of training for managers and senior staff to feel they are supported and that they understand the importance of effective communication within the workplace, which will be in turn be passed onto other staff. 

It could be that training is required for all staff in a variety of matters, not just relating to their everyday job role but, for example, customer service training for those dealing with your customers or clients day-to-day.

1. Be clear with your narration's context and content
2. Maintain a balanced tone of voice
3. Use positive body language
4. Consistent pace of delivery
5. Confirm Understanding

Communication Skills Training Course Content

Our one day training course requires the learner to demonstrate:-

• An understanding of the communication process

• Methods of communication

• Why communicating with others may be effective or ineffective

It is usually not what we say but rather how we say it that distinguishes the competent, effective manager/leader. This interactive workshop looks at communication as a tool for effective manager/leaders in the workplace. By taking an overview of Emotional Intelligence and combining it with some aspects of Transactional Analysis participants should gain an insight into not only how to communicate better but also an understanding of why some communication breaks down.

For more information on our effective communication skills training course visit our website. 

 

 

Training Course - An Introduction to Coaching in the Workplace

The Institute of Leadership and Management's  coaching research has investigated the extent to which organisations are embracing the development practice of coaching. The survey of learning and development managers, decision makers at 250 large organisations, revealed a number of important findings.

  95% of organisations believed coaching as a development tool benefited the organisation, and 96% believed it benefited the individual. A broad range of specific benefits were identified including improvements in communication and inter-personal skills, leadership and management, conflict resolution, personal confidence, attitudes and motivation, management performance as well as preparation for a new role or promotion.

Our Next Coaching Course

Price:               £495*
Venue:           Portland Place, London
Date:               15th December, 2011
Duration:    1 day (9.30am – 5.00pm) includes lunch and refreshments
Availability: 3 places left

* All prices exclude VAT

Benefits

The 1  day programme will give managers/leaders the confidence to use their coaching skills to obtain the following benefits:

• Motivate others to be become high performing employees

• Improve performance and productivity through clear goal setting

• Develop team members in line with individual and company objectives to improve your bottom line

• More time to be a leader/manager

• Improved relationships

• Better use of people skills

Coaching Course Content

• Different types of coaching

• When is it  appropriate to use coaching and when other interventions would be more appropriate

•  Examine 1 model of coaching in detail GROW

•  Practising coaching skills

•  Considering opportunities to use coaching back in the workplace

•  Action Planning

•  Effective mechanisms for applying the coaching process in delegates workplace

For more detailed information or to reserve a place on our coaching course entitled An Introduction to Coaching in the Workplace visit the Call of the Wild website.

 

Technophobes Still Out There in Wales

25% of small and medium-sized firms in Wales have no website and only 58% have a high web presence according to research by search engine giant Google. The report, commissioned by Google also scored badly compared to other parts of the UK for web access. "It is more surprising when you look at the rgowth we are seeing in small and medium-sized businesses that do have an active internet presence," said Paul Zwillenberg from Boston Consulting Group, the author of the report. "These grew seven to eight times faster thatn those that didn't over the past two or three years."

Companies will be left behind to wither and die without a web presence and more importantly an appreciation of what new technologies can do for their business. An example of this is the increasing importance of online learning which now forms an integral part of many of our programmes. Clients have seen the benefits this can bring to their staff. These include:-

• Reduced time away from the office and its associated costs. Most training and development programmes will require time away from the office. Therefore the more this can be eliminated the better.
• You’re all busy people with heavy workloads but with the desire to further your vocational knowledge to enable improved performance and progression. E-learning is an excellent means of achieving this difficult balance.
• Retention of learning. Course material can be posted on the site together with pre and most importantly post course material.
• CPD – For continued learning after the programme and throughout your career

For more information on our online development academy then visit the corporate training events website.

 

New Staff Retention Issues in UK

20% of all new employees leave their new job within the first six months of employment according to a recent survey. carried out by yourpeoplemarket.com on 1,000 of its registered users. Chris Smith the founder of Yourpeoplemarket.com points out that that this results in companies spending double the amount of money that they need to in order to find a new employee.

In view of the current state of the economy we undertsand that it is more important than ever to develop  and recruit the right people to ensure they provide a return on your investment in them at the earliest opportunity. Call of the Wild have therefore now developed a programme to assist clients with recruitment and development of new and existing staff. The aim is to reduce costs for the client through the selection of individuals with approprite skill sets and behaviours best suited to the needs of the job. This avoids costly probabtion periods during which it is discovered that the individuals are not appropriate for the position.

A well-designed assessment  starts with a list of competencies required within a specific role and breaks these down into observable and measurable behaviours. A programme can then be developed which utilises a variety of inputs, allowing individuals to be fairly assessed against a set criteria by trained observers.

 For an assessment to be fair it is essential that a number of different inputs be built in allowing delegates a number of opportunities to demonstrate or develop the required behaviours. A typical assessment centre programme may include the following inputs;

• Interviews
• Behavioural profiling
• Experiential learning tasks
• Role Playing
• Presentations
• Data Analysis
• Group Discussions

Done correctly a comprehensive and planned recruitment policy incorporating assessment can reduce the  risk of recruiting the wrong individuals for the wrong roles. This could enormous cost savings for the company. 

For more information on Call of the Wild's recruitment and assessment programmes visit our website
 

Negotiating Skills Exercise

1	The task of negotiation is to agree at the other side’s minimum settlement point.
	Generate options that make the mutual pie larger.
2	The party that needs the deal more has less power.
	Base decisions on an objective standard - market value or expert opinion.
3	Act as if the other side were your partners genuinely interested in solving the problem.
	Somebody has to open but make sure it’s not you.
4	Negotiation has more to do with threat and emotion than persuasion.
	Avoid people’s emotions becoming entangled with the objective merits of the problem.
5	Explore interests on both sides. See the other's point of view.
	Never make the first offer.
6	Never give anything away for free – always demand something in return
	Come to the table with at least four prepared options.
7	Never disclose your bottom line.
	Sharing of information allows both parties to work together more efficiently
8	Listen to the other side, acknowledge their points and feelings, agree with them, show them respect.
	A negotiator’s sole objective is to gain all the money on the table

For more information on what's available on our E-learning academy then phone us on 01639 700388 or e-mail [email protected]

Mental Toughness Programmes & Personal Development

Call of the Wild is pleased to announce the formation of a partnership in excellence with Rossett based AQR Ltd. This places Call of the Wild at the leading edge of thinking around the development of people and organisations at all levels and at all ages.

AQR Ltd has established a reputational as one of the most innovative developers of tools and techniques for improving performance, behaviour and wellbeing. Chief amongst these is the mental toughness concept and measure (MTQ48) which was developed under the expert guidance of Dr Peter Clough at the University of Hull. This is now used in more than 40 countries in the world of work, education, sports, social work and health.

 Call of the Wild, as a leading player in the experiential development market, will work closely with AQR to create applications which work and which deliver measurable and sustained improvements in performance.

Doug Strycharczyk, MD for AQR comments "We are delighted to work alongside Call of the Wild. We have been impressed with their expertise, their experience and their energy. Call of the Wild has a very good understanding of what makes people and organisations stick and they know how to make that happen. Our collaboration should only enhance that proven capability and lead to the development of tools and approaches which improve performance for the benefit of organisations and individuals alike."

We are now due to deliver the first programme for the management steering group of the new John Lewis flagship shop in Cardiff in August.

For more Information

mental toughness programmes visit the Call of the Wild website.

Definition of  What is Mental Toughness

Mental Toughness Core Components