TrainingBrochureAug2006

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TrainingBrochureAug2006 Powered By Docstoc
					                                                           Training Programme
               Training Programmes
                    2006 – 2007




Dave Pasola/Rita Grant
Start Training
19 Blashford Street
Lewisham
London
SE13 6UA

Tel: 020 8698 5582
E-Mail: start.training@ntlworld.com




                                      1   Start Training
Contents                                                    Page No

Welcome to Start Training                                        2-3

Introduction to Management                                       4

Management Skills Workshop                                       5

ILM Level 2 Introductory Certificate in Team Leading             6-7

ILM Level 3 Introductory Certificate in First Line management    8-9

ILM Level 5 Introductory Diploma in Management                   10-11

Level 5 (new NQF) Award and Certificate in Leadership            12-14

Level 3 Certificate in Coaching for
Team leaders & First Line Managers                               15-16

Managing Your Time Effectively                                   17




                                                                                 Contents
Coaching Skills                                                  18

Planning Change                                                  19

Staff Development Reviewing                                      20

Mentoring Skills                                                 21

Managing Stress                                                  22

Dealing with People Assertively                                  23

Dignity at Work                                                  24

Equal Opportunities & the Law                                    25

Customer Service                                                 26

Achieving Excellence in Customer Services                        27

Project Management                                               28

Business Planning & Strategic Management                         29

Motivation: Getting the Best from Staff                          30

Start Training Clients and Contact details                       31



                                          1                     Start Training
Welcome to Start Training


Background
Start Training was re-established in 2006 as a Management Development
Consultancy partnership with two principal partners, Dave Pasola and Rita
Grant.

Dave Pasola

Dave has been an associated member of the Institute of Personnel and
Development from 1989. He is also a licensed user of FIRO-B and MBTI
psychological Instruments widely used in team building and personal
development. He has wide experience of facilitating management groups in
areas including team building, ILM management qualification programmes




                                                                                       Start Training
and management programmes in general. He has provided training to many
clients in the private, public and voluntary sectors

Rita Grant

Rita has been a management trainer since 1992. She has worked in all
sectors, commercial, public and voluntary as a trainer and has provided
training in all key management areas. She too has wide experience of
facilitating management groups in areas including team building, ILM
management qualification programmes and management programmes in
general. She has also worked with management teams and boards in a
consultative role to provide help and support to implement major change and
restructuring.

Start Training

Start Training is committed to providing high quality training and development
services. We believe in life long learning as a means for individuals to fully
realise their potential while providing added value to the organisations they
work for.

We make particular efforts to ensure that our training materials reflect the
values of the clients we work for.

Start Training is always receptive to feedback from clients and learners. We
aim to get it right first time, every time. However, in the event that we don’t we
want to learn from the experience.




                                        2                             Start Training
Programme Delivery

The cost of our programmes makes an assumption that the programmes will
be delivered in-company at a venue the client provides. If this is not suitable
to the client it is possible for Start Training to source an appropriate venue,
though the cost of this will be added to the overall programme costs.


Customised Training Programmes

In addition to the programmes contained in this brochure, Start Training
partners have wide experience of designing and delivering programmes
specifically designed to client’s individual training needs. This can include
completely new programmes or specifically customising existing programmes
by the design of case studies and exercises using typical scenarios from the
client’s work environment.




                                                                                    Start Training
As well as the cost of the programmes, there will be an additional cost of
researching and designing the programme to be tailored to client needs.


Consultancy Services

Along side the training services we provide, Start Training has experience and
expertise in areas of training consultancy including:

   Training Needs Analysis
   Developing HR Company Policies and Procedures
   Competence Frameworks
   Appraisal and Development Review Processes
   Strategic Business Planning
   Business Audit

These services are generally costed at our usual daily rate of £650.00, though
this may be negotiable depending on the nature of the consultancy work.

There is no cost for exploratory meetings to determine the extent and the
scope of the consultancy work.




                                      3                            Start Training
Introduction to Management

3-Day Programme

Aims:

To provide management skills to managers who have had little or no previous
management training or who are new to the management role.

Objectives:




                                                                                        Management Development
By the end of the full programme delegates will have:

 Deepened their understanding of their role as managers
 Developed a foundation of practical core management skills
 Produced an action plan to take their development forward to the
  workplace.

A full programme with objectives for each module will be sent to nominated
delegates one month prior to beginning of the event.

Programme Format:

The programme is run in a 3-day format. At the end of each day delegates
complete personal learning logs to manage a successful transfer of learning to
the workplace

The three days of the programme form a cohesive foundation of core
management skills. We therefore expect delegates to attend all of the days of
the programme. A brief description of each day in the programme is attached.

Each individual has their own preference in how they learn. We have
designed the programme to include a variety of training methods such as
trainer input, group activities, experiential exercises, discussion, reflection and
action planning to ensure the learning needs of all our delegates are met.


Day 1: Leading and Building the Team
Day 2: Motivation, Delegation and Developing Staff
Day 3: Managing and Communicating Change

Cost: £1,950.00 plus VAT




                                        4                              Start Training
Management Skills Workshop

Two Day Programme

Target Group

This programme has been developed for managers who have some
experience of managing but have received no formal management
training, or who are looking for a refresher programme. Through
discussions, exercises and case studies, this action packed two days
presents a review of up to date management techniques to hone your
skills.




                                                                              Management Development
Programme Contents:

      Defining the Managers Role

      Making the Right Decision
       - Decision Making Techniques
       - Prioritising

      Planning Skills
       - The key Steps of Planning
       - Setting Objectives

      The Manager as Team Leader
       - Characteristics of Effective Leaders
       - Creating Successful Teams

      Delegation Checklist

      Communication Skills for Managers
       - Influencing Others
       - Listening Skills
       - Counselling Staff
       - Managing Meetings

      Maintaining Staff Performance
       - Monitoring & Reviewing Performance
       - Motivating Staff

Cost: £1,300.00 plus VAT




                                       5                     Start Training
ILM Level 2 Introductory Certificate in Team Leading
3 Day Programme




                                                                                    Management & Leadership Qualifications
Target Group

The Level 2 ILM Introductory Certificate in Team Leading aims to give
practising or potential team and cell leaders the foundation for their formal
development in this role.

Programme Aim

      to assist participants in gaining the basic knowledge required by a
       team/cell leader

      to develop basic team leading skills

Programme Outline


          Short induction lasting 2 hours
          Six segments (for in-house programmes, these can be selected
           from the full range available in the ILM Level 2 Certificate in Team
           Leading (minimum of one from each module overall)
          Assessment and associated tutorial - 2 hours


On completion of the above, successful candidates will be awarded the
Introductory Certificate in Team Leading. The Institute of Leadership and
Management (ILM) award this qualification. ILM is a subsidiary company of
City and Guilds.

The training days can be delivered in numerous combinations. Our experience
favours a two-day block followed by a one day two weeks later. Alternatively
the programme can be run as a three block or be delivered one-day per week
or one day per fortnight.




                                       6                           Start Training
Programme Content

The training programme will include the following topics:

      The role of the team leader
      Developing yourself
      Team development




                                                                               Management & Leadership Qualifications
      Handling conflict
      Briefing the team
      Planning and organising the work


Knowledge Assessment

After completing the programme delegates are assessed about the knowledge
gained on the programme. The knowledge assessment is comprised of a one
hour short answer test. This is compulsory in order to gain the ILM
Introductory Certificate in Team Leading Award.




Cost: £425.00 per delegate (minimum number 10) plus VAT

These costs include:
    Training delivery
    Course materials
    ILM Registration and Certification costs
    All assessment costs




                                       7                      Start Training
ILM Level 3 Introductory Certificate in First Line
Management




                                                                                   Management & Leadership Qualifications
5 ½ Day Programme

Target Group

This programme is aimed at practising and potential first line managers who
wish to gain a nationally recognised management qualification while pursuing
their personal management development

Programme Aim

      To assist delegates in gaining the knowledge required to manage a
       successful team and department

      To develop management and leadership skills which complement the
       strategic direction of the company.

Programme Outline

This intensive five and a half day programme will provide delegates with
foundation underpinning knowledge and skills to carry out their roles
effectively. Candidates are expected to complete the following:

      Programme induction
      5 day off the job-training programme
      Personal development plan
      1 work based assignment
      4 segment knowledge based reviews

On completion of the above, successful candidates will be awarded the
Introductory Certificate in First Line Management. The Institute of Leadership
and Management (ILM) award this qualification. ILM is a subsidiary company
of City and Guilds.

The training days can be delivered in numerous combinations. Our experience
favours a half-day induction followed by a three-day block followed by a two-
day block three weeks later. Alternatively the programme can be run as a
weeklong block or be delivered one-day per week or one day per fortnight.




                                      8                           Start Training
Programme Content

The training programme will include the following topics:




                                                                                    Management & Leadership Qualifications
      Leadership
      Building a winning team
      Motivating staff
      Delegating effectively
      Effective communication skills
      Managing staff performance
      Coaching and staff development
      Solving problems creatively
      Using information for decision making
      Management of change


Work Based Assignment

After completing the programme, Candidates are expected to complete a
work-based assignment. Each assignment must be focused on making
improvements and move the organisation and the individual forward. The
assignment is assessed as the basis for achieving the certificate qualification



Cost: £725.00 per delegate (minimum number 10) plus VAT

These costs include:
    Training delivery
    Course materials
    ILM Registration and Certification costs
    All assessment costs




                                       9                           Start Training
ILM Level 5 Introductory Diploma in Management
7 ½ Day Programme

Target Group




                                                                                    Management & Leadership Qualifications
This programme offers practicing or potential middle managers a tightly
focused package of management training and development, to become more
effective in their roles. The Introductory Diploma in Management not only
further develops personal management skills but also encourages delegates
to think strategically about their individual business needs and direction.
Participants are required to demonstrate their ability to operate strategically
and demonstrate the application of learning to the workplace.


Programme Aims and Objectives

The Level 5 (new NQF) Introductory Diploma in Management aims to give
practising or potential middle managers the foundation for their formal
development in this role. The programme has two primary objectives:

      To assist delegates in gaining the knowledge needed by a middle
       manager
      To develop middle management skills


Programme Outline

      Induction
      7 days off the job training
      Completion of a Continuing Professional Development Review
      2 segment knowledge based reviews
      Completion of a work based assignment


On completion of the above, successful candidates will be awarded the
Introductory Diploma in Management. The Institute of Leadership and
Management (ILM) award this qualification. ILM is a subsidiary company of
City and Guilds.

The training days can be delivered in numerous combinations. Our experience
favours a half-day induction followed by one-day per week or one day per
fortnight.




                                      10                           Start Training
Programme Topics include:

Management in Organisations (Core Modules)
Managing Individuals (Core Modules)




                                                                                  Management & Leadership Qualifications
Planning for Efficiency (Core Modules)
Negotiating Skills
Managing Change
Making a Financial Case
Developing and Managing Teams Problem Solving Skills


Work Based Assignment

After completing the programme, Candidates are expected to complete a
work-based assignment of approximately 2000 words. Each assignment must
be focused on making improvements and move the organisation and the
individual forward. The assignment is assessed as the basis for achieving the
certificate.



Cost: £825.00 per delegate (minimum number 10) plus VAT

These costs include:
    Training delivery
    Course materials
    ILM Registration and Certification costs
    All assessment costs




                                     11                          Start Training
ILM Level 5 (new NQF) Certificate in Leadership


Is this programme for you?




                                                                                       Management & Leadership Qualifications
The ILM Level 5 (new NQF) Certificate in Leadership is for those managers
who have responsibility for achieving organisational goals, recognise the
importance of leadership in ensuring this happens and are in a position to
practice the leadership role. This can be in the workplace or it could be in a
voluntary role, but you must have a significant leadership responsibility, as the
assessment is dependent on you being able to record and reflect on
improvement in your leadership practice.




What's in the ILM Level 5 (new NQF) Certificate in Leadership?

   The Level 5 (new NQF) Certificate in Leadership is designed for middle
    managers, particularly if you are preparing to move into a more senior
    leadership role, and need to be able to lead larger groups of people to
    achieve organisational goals.



   Qualification starts with a short induction, followed by two units. The first
    unit provides the leadership theory, whilst the second is devoted to a
    unique "leadership journey" - a progressive programme, using action
    learning and a reflective log to develop and practice the skills of leadership
    in the workplace at the appropriate level over a minimum period of six
    months.



   The ILM Level 5 (new NQF) Certificate in Leadership is only available from
    ILM Centres that have the capacity to develop your understanding of
    leadership and support you in the development of leadership practice
    through action learning. Action learning means that your journey is driven
    by your own needs and at your own speed, working in partnership with
    others embarking on the same journey and supported by specialist tutors.




                                       12                             Start Training
Qualification Profile

ILM Level 5 (new NQF) Certificate in Leadership

Duration

   Minimum 60 guided learning hours, excluding assessment (approximately
    130 hours learning time), to be completed within three years




                                                                                    Management & Leadership Qualifications
Structure and Content

   Unit S1: (as for the ILM Level 5 (new NQF) Award in Leadership) plus:
   Unit S2: Plan, Analyse and Evaluate the Leadership Journey, comprising:
       - Short induction (1 hour)
       - - Two x 4-hr segments:
   S2.1 Leadership Journey Planning, Analysis and Evaluation
   S2.2 Action earning for Leadership and Organisational Development
       - Participation in an action learning set to plan and support the
          development of leadership practice
       - - At least 3 hours of one-to-one tutorial support for assessment



Assessment

   In addition to a Personal Reflection on Leadership for Unit S1, for Unit S2
    candidates must also complete an Action Plan and Leadership Log to plan,
    reflect on and improve their leadership practice



Programme Costs:

ILM Award only

Cost: £550.00 per delegate (minimum number 10) plus VAT

ILM Full Certificate

Cost: £850.00 per delegate (minimum number 10) plus VAT

Both these costs include:
    Training delivery
    Course materials
    ILM Registration and Certification costs
    All assessment costs




                                      13                           Start Training
Overview of Modules and Segments

Unit S1 Leadership Theory and Practice

   S1.1 The Leadership Role and Leadership Theories
   S1.2 Emotional Intelligence and Self-Leadership
   S1.3 Setting and Communicating Direction
   S1.4 Winning and Maintaining Commitment




                                                                                     Management & Leadership Qualifications
Unit S2 Plan, Analyse and Evaluate the Leadership Journey

   S2.1 Leadership Journey Planning, Analysis and Evaluation
   S2.2 Action Learning for Leadership and Organisational Development




About Action Learning


Action Learning was developed by Professor Reg Revans, who died in 2003,
and has been used extensively across the world as a means for improving
leadership and management performance. Action Learning is based on the
simple idea that instead of teaching leaders what others think they ought to
know, they should ask questions about the problems they experience at work
and use these to understand what they need to do to resolve them.

By combining the problems that need solving with questioning to find the
answers, small groups of leaders, supported by their tutors, will learn far more
effectively how to develop and improve over a period of several months. The
ILM Certificates in Leadership use the action learning approach to help you
become a more effective leader by placing the responsibility on you to work
out how to do it because, ultimately, leadership cannot be taught but can be
learnt.




                                      14                            Start Training
ILM Certificate in Coaching for Team Leaders and First Line Managers

4 ½ Day Programme

Target Group:




                                                                                    Management & Leadership Qualifications
In a business context coaching means improving performance at work, by
turning things people do into learning situations, in a planned way, under
guidance. These skills are a vital part of a manager’s toolkit. Effective
coaching can ensure a highly motivated and effective team. This programme
is aimed at practising and potential first line managers who wish to gain a
nationally recognised management qualification while pursuing their personal
management development

Programme Aim:

The level 3 Certificate in coaching aims to develop team leaders and first line
managers to provide workplace coaching to members of their teams or others
whom they manage. The programme has two primary objectives:

   To provide candidates with an understanding of coaching and its role in
    improving team member’s performance

   To develop candidate’s skills to perform effectively as workplace coaches


Programme Outline:

   Short programme induction
   A minimum of 24 guided learning hours
   Six hours practical coaching
   A minimum of two hours tutorial guidance
   One work based assignment of 1000 words
   Coaching diary for 6 hours of workplace coaching




                                      15                           Start Training
Programme Topics include:

   Good practice in coaching
   Learning styles
   Barriers to coaching in the workplace
   GROW coaching Model
   Six step model of coaching
   Communication skills in coaching




                                                                                  Management & Leadership Qualifications
   Planning and evaluating coaching
   Maintaining coaching records
   Workshop coaching skills practice


Work Based Assignment and Coaching Diary

After completing the programme, Candidates are expected to complete a
work-based assignment of approximately 750 - 1000 words. The assignment
must be focused on initiating and planning a coaching programme.

Delegates must also undertake a coaching activity of around 6 hours practical
work, during which they record the coaching activity and process and reflect
on their coaching practice to identify areas for improvement. A Coaching
Diary is used to record this activity.

The assignment and the coaching diary are assessed as the basis for
achieving the certificate.



Cost: £725.00 per delegate (minimum number 10) plus VAT

These costs include:
    Training delivery
    Course materials
    ILM Registration and Certification costs
    All assessment costs




                                      16                         Start Training
Managing Your Time Effectively
One Day Programme

This programme aims to provide delegates with an understanding of the
theories and techniques that can lead to good time management. The
programme may also provide a general awareness of how good time
management techniques can be used to reduce stress in the work place.

Delegates will be asked to keep a time log for 5 typical working days prior to
attending the programme. This allows delegates to examine their use of time
and consider what changes they can make to manage their time more
effectively.

Programme Aim:




                                                                                     Skills & Competencies
To give delegates an understanding of the theories and techniques which can
lead to good time management

Programme Objectives:

By the end of this workshop participants will be able to:

   Identify the key result areas of their job roles and from this set effective
    priorities

   State what the main theories and techniques leading to good time
    management are

   State how these theories and techniques can be applied to their jobs

   Understand how good time management can reduce workplace stress

Content includes:

   Role Clarification

   Setting Priorities

   Reactive and Controllable time

   Planning the use of time

   Stress and Time Management

Cost: £650.00 plus VAT




                                       17                           Start Training
Coaching Skills

One Day Programme

Coaching has been a buzzword in business circles for sometime now. Attend
any gathering of executives, personnel directors or human resource experts
and you cannot fail to hear the word coaching spoken as frequently as profit
or recession. Unfortunately the popularising of the term has led both the well
meaning and the unscrupulous to apply it to their old wares. Consequently
coaching is frequently dismissed or misrepresented. The aim of this
programme is to clarify the skills of coaching and develop delegate’s
appreciation of the value and uses of the skills of coaching in developing
excellence in performance of staff and colleagues

Aim




                                                                                    Skills & Competencies
To develop the skills required by line managers in order to become more
effective in their coaching role in the workplace.


Objectives

On completion of the programme, participants will:

   Understand the process of effective coaching
   Understand training techniques and their application in the workplace
   Be able to identify the six steps to effective coaching
   Be able to understand and use the GROW Model to develop people
   Use feedback to monitor progress
   Evaluate effectiveness of coaching/training
   Have practised using coaching techniques

Pre-course Work:

Delegates asked to come prepared to run a short 15-minute 1 to 1 non-work
coaching session


Content includes:

   Definition of Coaching
   Coaching situations
   Coaching Steps
   Using Different Coaching Styles
   Using The GROW Model
   Practical Workshop

Cost: £650.00 plus VAT




                                      18                           Start Training
Planning Change
One Day Programme

Organisational change has become a way of life. Mergers, redundancies,
deregulation, new technology, and increased competition are almost daily
occurrences. Managers and leaders are under increasing pressure to
maintain performance under chaotic conditions. Job security, organisation
loyalty and steady career development are much less readily available as
rewards for performance. What can you do to build a motivated and
productive workforce under these conditions? The skills and strategies
outlined in this programme can help.

Programme Aim:




                                                                                 Skills & Competencies
To provide delegates with an understanding of the key elements of planning
and communicating change.


Objectives:

By the end of this course delegates will be able to:
 Identify the 6 key stages of managing change
 Recognise driving and restraining forces present in the change process
 Understand the causes of staff resistance to change
 Plan how to overcome resistance to change
 Introduce creative ways of enabling staff to respond to change
 Plan communication and involvement to facilitate change
 Assess their own management style
 Plan for change effectively


Content includes:

   Principles of Change Management
   Resistance to Change
   Planning for Change
   Communicating Change



Cost: £650.00 plus VAT




                                    19                          Start Training
Appraising & Developing Staff

One Day Programme

Getting the best out of our staff means being able to use effectively, all
processes that support excellent performance.       The appraising and
development process is the key vehicle for managers and staff to clarify
performance objectives and development plans to support performance. This
programme is intended to help all managers use the development process
effectively and consistently fairly.

Target Group:

All managers with responsibility for staff performance and development.




                                                                                      Skills & Competencies
Programme Aim:

To become familiar with the appraising and development review process and
how it affects their role as managers and individuals.

Objectives:

By the end of this workshop participants will have:

 A greater awareness of the development review process

 Practised identifying and writing work/personal development training
  objectives

 Practised the skills necessary to conduct an appraising and development
  review interview

 Practised the skills of dealing with difficult review situations



Content includes:

   The Purpose of Appraising and Development Reviewing
   Appraising and Development Reviewing in your organisation
   Setting SMART performance and development objectives
   Agreeing Training and Development Needs
   Appraising and Development Interview structure
   Interviewing skills
   Practical workshop


Cost: £650.00 plus VAT




                                        20                           Start Training
Mentoring Skills

One Day Programme

The term ‘mentoring’ is often used to describe the activities of a senior person
in preparing a more junior person for a particular role or job, providing career
guidance and encouraging high standards of performance. Mentoring is a
development process and is one of the broadest methods of encouraging
human growth. It is a process where mentor and learner work together to
discover and develop the learner’s latent abilities.

Programme Aim:

To present a theoretical and practical approach to the process of mentoring,
which can be applied in a variety of organisational settings.




                                                                                     Skills & Competencies
Objectives:

On completion of the programme, participants will:

   Understand the nature and benefits of mentoring
   Know and use the skills necessary to develop an effective mentoring
    relationship
   Be able to develop a mentor/learner agreement
   Be able to understand and use appropriate communication and feedback
    skills


Content includes:

   The nature and benefits of mentoring
   Mentoring as a development tool
   The skills of mentoring
   Mentoring Strategies
   Developing a mentoring agreement
   Practical Workshop to practice mentoring skills



Cost: £650.00 plus VAT




                                      21                            Start Training
Managing Stress
One Day Programme

Target Group:

Handling stress has long been a necessary skill for workers at all levels in any
organisation. As the pace of change and frequency of organisational change
continues to quicken, it is essential that all staff have access to support and
strategies for dealing with stress effectively. This programme aims to help
staff of all levels to recognise and deal with the symptoms of stress effectively

Programme Aim:

To provide a general awareness of techniques and strategies that can be




                                                                                      Skills & Competencies
used to reduce stress in the workplace



Objectives:

By the end of the programme delegates will be able to:

   Understand the meaning of stress
   Recognise the symptoms of stress
   Understand the main physical and mental responses to stress, including
    long term changes or damage
   Recognise a range of skills and methods that can be of help in managing
    stress
   Practise strategies to manage stress in a positive way


Content includes:

   Definitions of stress
   The Stress Scale
   Causes of workplace stress
   Recognising the symptoms of stress
   The fight/flight syndrome
   The five Stress Drivers
   Strategies for managing stress
   Practical Workshop to practice strategies



Cost: £650.00 plus VAT




                                       22                            Start Training
Dealing With People Assertively

One Day Programme

Target Group:

Many people feel unable to deal with difficult situations in an assertive
manner. Either they retreat from saying anything in order not to offend or they
tackle the issue aggressively. Either strategy is rarely effective in gaining
what we want or reconciling differing individual needs. This programme is
aimed at staff at all levels that wish to develop skills in putting their point
across assertively.

Programme Aim:




                                                                                    Skills & Competencies
To equip delegates with the necessary skills to put their points across
assertively and gain influence to achieve their personal goals.



Objectives:

By the end of the programme delegates will:

   Understand assertiveness

   Be able to use assertive techniques

   Understand strategies for reducing conflict

   Practice assertive techniques in short role-plays


Content includes:

   Definitions of assertiveness
   Conflict Modes
   Constructive confrontation techniques
   Personal Bill of Rights
   Recognising aggressive, passive and assertive behaviours
   The fight/flight syndrome
   Assertiveness and stress
   Assertive Strategies
   Case studies
   Practical Workshop to practice strategies


Cost: £650.00 plus VAT




                                       23                          Start Training
Dignity at Work

One Day Programme

Target Group:

People can sometimes be unaware of how their day-to-day behaviour can
affect other people’s thoughts, feelings and behaviour. This is certainly true in
the work environment when an apparently innocent remark or gesture can
cause offence to an individual’s beliefs and values. There are an increasing
number of complaints being made to the Employment Tribunal Services
relating to bullying and harassment in the workplace. These situations not
only affect morale and motivation within the organisation but also can have a
high financial cost to the organisation.




                                                                                      Skills & Competencies
Programme Aim:
This programme is aimed at providing delegates with an overview of
behaviour that may be considered as bullying, harassment, victimisation or
discrimination. This course will also provide candidates with the skills
necessary to challenge unacceptable behaviour

Objectives:

By the end of the programme delegates will:

 Understand how to treat colleagues with dignity

 Appreciate the negative impact of bullying and harassment on the
  individual

 Be able to identify sexist and racist language and behaviour

 Challenge unacceptable behaviours

 Know what actions to take if they being bullied or harassed


Content includes:

   Stereotyping
   Types of harassment
   Types of bullying
   Being a victim
   Discriminatory behaviour
   Challenging unacceptable behaviours

Cost: £650.00 plus VAT




                                       24                            Start Training
Equal Opportunities & the Law

One Day Programme

Target Group:

This course is designed to provide information on all the issues around equal
opportunities including the legislation that covers discrimination and peoples'
perspectives of equality. The course will help individuals in identifying what
are harassment, discrimination and bullying and how to deal with these issues
effectively



Programme Aim:




                                                                                    Skills & Competencies
To give candidates an overview of Equal Opportunities legislation and how it
relates to good practice within the work place. Delegates will also have a
clearer understanding of discrimination, harassment and bullying and how to
deal with these types of behaviours.

Objectives:

By the end of the programme delegates will:


   Recognise equality issues within the workplace

   Identify discrimination, harassment and bullying

   Challenge their own perceptions of equal opportunities

   Deal with equality issues individually

   Deal with equality issues within the work place


Content includes:

   Up to date Employment Legislation
   Definitions & Terminology
   Harassment, Bullying and Victimisation
   Organisational Policies and Procedures
   Role plays and case studies

Cost: £650.00 plus VAT




                                        25                         Start Training
Customer Services
One Day Programme

Target Group:

This is an introductory course for frontline staff, with little or no formal training,
who are in direct contact with either internal or external customers, and are
required to manage a range of customer expectations For some organizations
this can be the most important contact they have with their internal and
external customers. It's 'the human moment' when customers can actually
experience what it would be like working with you and your staff. It's the
opportunity to create relationships for the future of your business

Programme Aim:




                                                                                          Skills & Competencies
To help people represent their company and give individuals the skills and
confidence to handle all manner of customers from the curious to the
demanding, to time wasters to the difficult and eager.


Objectives:

By the end of the programme delegates will:

 Be able to define excellent customer service.

 Identify who their customers are

 Identify the products and services of the organization

 State how individual behaviour effects customer service

 Have practiced the skills needed for delivering effective customer service


Content includes:

   Definition of excellent customer service
   Internal and External customers
   Communication Skills
   Understanding the Behaviour Iceberg
   Telephone Techniques
   Handling complaints



Cost: £650.00 plus VAT




                                         26                              Start Training
Achieving Excellence in Customer Services
One Day Programme

Target Group:


For those who have some experience within a customer service role, either to
internal or external customers, and are looking to develop their skills to deliver
a consistent quality service. Companies that offer differentiated, reliable and
customer-friendly service have a distinct competitive advantage. Customers
have become more demanding - no longer do they choose speed, quality or
price - now they expect all three.




                                                                                       Skills & Competencies
Programme Aim:

This one day course equips you with the skills to deliver consistent service
excellence at every customer 'touchpoint', handle difficult situations and
achieve increased customer satisfaction and loyalty.


Objectives:

By the end of the programme delegates will:

 Understand how toshape and deliver your customers expectatons

 Handle customer complaints and objections successfully, using new tools,
  tips and techniques

 Recognise the need to continuously evaluate and raise customer service
  standards and levels

 Maintain a positive, customer-focused attitude, even in challenging
  situations.


Content includes:

   Definition of excellent customer service
   Projecting a brand image
   Barriers to effective communication
   Turning complaints into opportunities
   Ensuring consistent quality customer service



Cost: £650.00 plus VAT




                                       27                             Start Training
Project Management
Two Day Programme

As modern organisations move from command and control into more
empowering models of management, inevitably job roles become more
individual project based. It is important therefore for staff to have a good
grasp of project management skills whether they are project manager or a
member of the project team. This programme is designed to equip staff at all
levels with the necessary knowledge to operate effectively in project teams

Programme Aim:

To gain an overview of the many elements of project management and the
tools and techniques used and the importance of effective communication in




                                                                                     Skills & Competencies
successful delivery.

Programme Objectives:

   Recognise the key phases in project management

   Identify the key tools for planning and scheduling projects

   Understand the need to implement and control projects to plan

   Understand the importance of communication, change management to
    successful project planning and control

   Contribute to the evaluation of project outcomes to inform future work



Content includes:

   Project Phases and Life Cycle

   Project Leaders Checklist

   Project Methodology

   Project Control

   Project Meetings and Effective Communication

   Project Planning Techniques



Cost: £1300.00 plus VAT




                                       28                           Start Training
Business Planning & Strategic Management
One Day Programme

This course is aimed at managers within an organisation to raise awareness
of the basic model of strategic management and how best to use it in their
organisation and departments.

Programme Aim:

To provide managers with an understanding of strategic management and
how to develop a business plan from strategic decisions

Programme Objectives:




                                                                                           Skills & Competencies
By the end of this one-day programme, participants will:

   Have a greater understanding of the three areas contained in the strategic
    management model

   Be able to give a clear definition of strategic analysis, strategic
    implementation and strategic choice

   Review the information contained in the SWOT, PESTEL and Resource
    audit

   Consider the most appropriate strategic choices and develop a business
    plan



Content includes:

   Models of Strategic Management

   Strategic Analysis Tools

   Building a Business Plan




Cost: £650.00 plus VAT




                                         29                               Start Training
Motivation: Getting The Best From Staff
One Day Programme

The carrot and the stick is often the model managers use as the basis for
motivating teams and individuals. While still an option, it is worth reflecting
that this motivation technique is most often applied to donkeys, a creature not
noted for its creativity, initiative or indeed willingness to help. To get the best
from our staff we need to be able to think beyond this and understand how to
build motivation in people by understanding their wants, needs and desires

Programme Aim:

To help managers look at motivational practices and apply them effectively in
their workplaces




                                                                                       Skills & Competencies
Programme Objectives:

On completion of the programme delegates will be able to:

   Understand what motivates people at work

   Understand the differences in individual motivation

   Apply appropriate motivational techniques for teams and individuals

   Invite and use feedback positively

   Monitor effectiveness of applied motivational techniques

   Understand how to improve motivation by using job enrichment and job
    enlargement



Content includes:

   Motivational Models; Maslow, Herzberg, Vroom

   Applying motivation in the workplace

   Job Enrichment

   Management Styles




Cost: £650.00 plus VAT


                                         30                           Start Training
Recent clients include:

      Amicus the Union
      Fuller, Smith and Turner Plc
      Metropolitan Police
      Association of London Government
      Westway Development Trust
      Greggs the Bakers
      The Urdang Academy (Performing Arts)
      R Holt and Associates (Jewellers)
      Mid Kent Water Plc
      The National Archive
      Umami TV
      Thames Valley Housing Association




                                                               Start Training Clients
Start Training Contact Details
Dave Pasola (Principal Partner)
Start Training
19 Blashford Street
Lewisham
London
SE13 6UA

Tel: 020 8698 5582
E-Mail: start.training@ntlworld.com


Rita Grant (Principal Partner)
Start Training
19 Blashford Street
Lewisham
London
SE13 6UA

Tel: 020 8659 1502
E-Mail: ritagrant@globalnet.co.uk




                                      31      Start Training