John Seymour Associates - Management Training - Level 3 Introductory Certificate and Certificate in First Line Management

	Improve Customer Service Negotiating Skills Communication Skills
	Presentation Skills Performance Management Assertiveness Time Management.
	People Management Skills ILM First LIne Management Emotional Intelligence BTEC - Developing People Skills
	Stress Management Cultural Training Conflict Resolution
	Leadership Managing Continuous Change Influencing Skills The Manager of the Future
	Let us create a course for you

Prices

£1850 per day plus VAT

public sector and charities
please enquire
Call Richard
0845 6580654

John Seymour Associates - Management Training - Improving Customer Service

Both the Level 3 Introductory Certificate and Certificate in First Line Management programmes aim to give practising or potential managers the foundation for their formal development in this role and have two primary objectives:

to assist participants in gaining the basic knowledge required by a Manger
To develop basic Management skills

Contents include the Knowledge Requirements of the Level 3 S/NVQ in Management, and the assessments may provide evidence towards a portfolio for this qualification. Content includes:

Business Skills	Induction Identifying self development needs Self development How to Learn Interpersonal skills/Trust Coaching
Time Management	Time Management Objectives Problem Solving Skills Briefing skills Resolving conflict
Communication Skills	Communication Process Communications Media Non-verbal Communication Understanding customers Influencing and negotiating
Finance skills	Organisation context Financial Environment Economic environment Performance Indicators Working to a budget Understanding costs Minimising waste
Managing continuous change	Continuous improvement Planning Change Promoting Change Implementing change Managing the consequences of change Organisational culture
Performance management	Health & Safety Law and Practice Managing Diversity Minimising stress Planning development People as a resource Assessing performance Giving and receiving feedback One-to-One communication
Presentation skills	Presenting information IT applications Sources of information
Team building	Building the team Delegation Supporting people
Leadership	Motivation Managing performance Leadership Planning work
Decision making Total hours: 160	Gathering valid information Analysing information Using information for decisions Understanding quality Delivering quality

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