ROR Sitemap for http://trainanddevelop.co.uk/ http://trainanddevelop.co.uk/ http://trainanddevelop.co.uk/ Training and Development Solutions (UK) Ltd - UK Training and Development Solutions Provider Training and Development Solutions (UK) Ltd are a UK training and development solutions provider delivering open, in-house and bespoke training, training courses, training programmes and training solutions 0 sitemap http://trainanddevelop.co.uk/index.php Training and Development Solutions (UK) Ltd - UK Training and Development Solutions Provider Training and Development Solutions (UK) Ltd are a UK training and development solutions provider delivering open, in-house and bespoke training, training courses, training programmes and training solutions weekly 1 sitemap http://trainanddevelop.co.uk/about.php Training and Development Solutions - About Us Training and Development Solutions - About Us weekly 1 sitemap http://trainanddevelop.co.uk/courses.php Training and Development Solutions - Training Courses Training and Development Solutions - Credit and Finance, Customer Care, Human Resources, Management, Marketing, Professional Development and Sales Training Courses weekly 1 sitemap http://trainanddevelop.co.uk/book.php Training and Development Solutions - Book On-Line Training and Development Solutions - Book On-Line weekly 1 sitemap http://trainanddevelop.co.uk/late_offers.php Training and Development Solutions - Discounted Training Courses and Late Availability Offers Training and Development Solutions - Discounted Training Courses and Late Availability Offers weekly 1 sitemap http://trainanddevelop.co.uk/resources.php Training and Development Solutions - Resources Training and Development Solutions - Resources weekly 1 sitemap http://trainanddevelop.co.uk/contact_us.php Contact us Training and Development Solutions - Contact Us weekly 1 sitemap http://trainanddevelop.co.uk/site_map.php Training and Development Solutions - Site Map Training and Development Solutions - Site Map weekly 1 sitemap http://trainanddevelop.co.uk/faqs.php Training and Development Solutions - Frequently Asked Questions Training and Development Solutions - Frequently Asked Questions weekly 1 sitemap http://trainanddevelop.co.uk/view_news.php?NewsID=38 Access Government Funding for Training and Development Access up to £1000 of Government Funding for Training and Development weekly 1 sitemap http://trainanddevelop.co.uk/view_news.php?NewsID=41 Three RSS Feeds Now Available We are delighted to announce that we now have three RSS feeds available on our site: Late Offers, Latest News and New Courses weekly 1 sitemap http://trainanddevelop.co.uk/view_news.php?NewsID=31 Train the Trainer Course Revised and Updated We are pleased to announce that we have just completed a full update of our train the trainer training course. weekly 1 sitemap http://trainanddevelop.co.uk/view_news.php?NewsID=37 New Training and Development Articles Published New Training and Development Articles Published weekly 1 sitemap http://trainanddevelop.co.uk/terms.php Training and Development Solutions - Terms and Conditions of Business Training and Development Solutions - Terms and Conditions of Business weekly 1 sitemap http://trainanddevelop.co.uk/disclaimer.php Disclaimer Training and Development Solutions - Disclaimer weekly 1 sitemap http://trainanddevelop.co.uk/privacy.php Training and Development Solutions - Privacy Policy Training and Development Solutions - Privacy Policy weekly 1 sitemap http://trainanddevelop.co.uk/vacancies.php Training and Development Solutions - Vacancies There are currently no vacancies. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=94 Improving Personal Effectiveness Improving personal effectiveness training course focusing on improving personal effectiveness within meetings, improved time and priority management and personal assertiveness weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=10 Communication Skills Communication skills training course focusing on communication skills, communication skills training, improving workplace communication skills and communicating effectively weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=11 Communication Skills for Managers Communication skills for managers training course focusing on communication skills, communication skills for managers and communication skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=44 Train the Trainer Train the trainer training course focusing on train the trainer, training the trainer, trainer training and the design, delivery and evaluation of training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=8 Business Planning Business planning training course focusing on business planning, business planning training, business planning processes and writing a business plan weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=35 Project Management Project management training course focusing on project management, improving workplace project management and project management skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=4 An Introduction to Management and Leadership Management and leadership training course focusing on an introduction to management and leadership and management and leadership training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=63 Achieving Sales on the Telephone Achieving sales on the telephone training course focusing on achieving sales on the telephone and achieving sales on the telephone training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=26 Key Account Management Key account management training course focusing on key account management, key account management training, the benefits of key account management and the management of key accounts weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=9 Closing Skills Closing skills training course focusing on improving closing skills, closing skills training, closing the sale and improved closing in sales environments. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=19 Handling Difficult People and Situations Handling difficult people and situations training course focusing on handling difficult people and situations, handling difficult people and dealing with difficult people weekly 2 sitemap http://trainanddevelop.co.uk/new_courses.php Training and Development Solutions - New Courses Training and Development Solutions - New Courses weekly 2 sitemap http://trainanddevelop.co.uk/training_locations.php Training Locations and Venues Training and Development Solutions (UK) Ltd train extensively throughout the UK and our venues currently include Belfast, Bristol, Birmingham, Glasgow, Leeds, London, Manchester, Milton Keynes, Nottingham, Southampton and Sunderland. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=2 Advanced Negotiation Skills Advanced negotiation skills training course focusing on advanced negotiation skills, advanced negotiation skills training and advanced negotiating weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=3 Advanced Sales Development Advanced sales development training course focusing on advanced sales, advanced sales development and advanced sales development training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=5 An Introduction to Marketing An Introduction to Marketing training course focusing on an introduction to marketing, an introduction to marketing training and marketing in the workplace for new marketeers. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=6 Assertiveness Skills Assertiveness skills training course focusing on assertiveness skills, assertiveness skills training, assertive behaviour and workplace assertiveness weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=7 Building High Performance Teams Building high performance teams training course focusing on building high performance teams, corporate team building and building high performance teams training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=86 Cash Collection by Telephone for Commercial Credit Cash collection by phone for commercial credit training course focusing on business credit control and cash collection, but only when you have the skills to maximise its potential weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=89 Cash Collection by Telephone for Consumer Credit Cash collection by telephone for consumer credit training course focusing on collecting consumer credit debt by telephone. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=12 Conducting Successful Meetings Conducting successful meetings training course focusing on conducting successful meetings and conducting successful meetings training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=13 Converting Enquiries into Sales Converting enquiries into sales training course focusing on converting enquiries into sales, converting enquiries into sales training, converting enquiries into orders and improving sales conversion rates weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=14 Customer Care - Delivering a First Class Service Customer care training course focusing on delivering a first class service to customers, customer service and customer service training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=69 Customer Relationship Management Customer relationship management training course focusing on Customer Relationship Management, CRM, Relationship Marketing and Customer Management weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=15 Developing Effective Telephone Skills Developing effective telephone skills training course focusing on developing effective telephone skills and developing effective telephone skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=16 Diversity in Recruitment and Selection Diversity in recruitment and selection training course focusing on recruitment, recruitment and selection and diversity within recruitment and selection weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=92 First Line Sales Management First line sales management training course focusing on concepts of management and leadership and providing sound guidance about the leadership styles that are most likely to motivate sales people, outlining the real foundations of good management practice, ensuring that roles and responsibilities are well defined, clear objectives are set and detailed plans are developed. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=17 Handling Conflict in the Workplace Handling conflict in the workplace training course focusing on handling conflict in the workplace, skills for handling conflict in the workplace and conflict management weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=18 Handling Customer Complaints Handling customer complaints training course focusing on handling customer complaints, handling complaints training and customer complaint handling weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=20 Handling Telephone Rage Handling telephone rage training course focusing on handling telephone rage, improved handling of workplace telephone rage and handling telephone rage training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=21 High Impact Presentation Skills High impact presentation skills training course focusing on high impact presentation skills, delivering a high impact presentations and presentation skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=22 How to Deal With Recruitment Consultants How to deal with recruitment consultants training course focusing on how to deal with recruitment consultants weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=23 Influencing Persuading and Negotiation Skills Influencing persuading and negotiation skills training course focusing on influencing, persuading and negotiation skills and influencing, persuading and negotiation skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=24 Interview and Selection Skills Interview and selection skills training course focusing on interview and selection skills and the development of interview and selection skills needed to select the right people for your vacancy weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=25 Interviewing Techniques for Managers Interviewing techniques for managers training course focusing on interviewing techniques, interviewing techniques for managers and interviewing skills for managers weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=27 Management and Leadership Skills for Supervisors Management and leadership skills for supervisors training course focusing on management and leadership skills for supervisors, management skills for supervisors and leadership skills for supervisors weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=28 Managing and Improving Customer Service Process Managing and improving customer service process training course focusing on managing and improving customer service process, managing customer service and improving customer service process weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=87 Managing Commercial Credit Risk Managing commercial credit risk training course focusing on making effective credit decisions on companies you are already dealing with or looking to supply on credit in the future, whether they are new businesses, have been trading for a few years or are well established weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=29 Marketing in Practice Marketing training course focused on marketing in practice training, marketing in practice and the practice of marketing weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=90 Maximising Sales while Minimising Risk Maximising sales while minimising risk training course focusing on maximising sales while minimising risk, selling goods or services on credit and maximising profit on profitable sales weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=30 Motivating Others to Perform Motivating others to perform training course focusing on motivating others to perform, improving workplace motivation and training to motivate others to perform weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=31 Negotiation Skills Negotiation skills training course focusing on negotiation, negotiation skills, improving negotiation outcomes and negotiation skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=32 Negotiation Skills for Managers Negotiation skills for managers training course focusing on negotiation skills for managers, improving negotiation outcomes and negotiation skills for managers training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=33 Presentation Skills Presentation skills training course focusing on presentation skills, delivering high impact presentations, workplace presentaion skills and presentation skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=34 Professional Written Communication Skills Professional written communication skills training course focusing on professional written communication skills, written communication skills training and professional writing skills weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=36 Questioning and Listening Skills Questioning and listening skills training course focusing on questioning and listening skills, questioning and listening skills training, questioning skills and listening skills weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=37 Recruitment and Selection for Beginners Recruitment and selection for beginners training course focusing on recruitment and selection for beginners weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=38 Setting Objectives and Performance Management Setting objectives and performance management training course focusing on setting objectives and performance management and setting objectives and performance management training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=68 Strategic Recruitment and Retention Strategic recruitment and retention training course focusing on strategic recruitment and retention with a competency based approach weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=40 Stress Management Stress management training course focusing on stress management, reducing workplace stress and stress management training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=41 Successful Selling Skills Successful selling skills training course focusing on successful selling skills, successful selling skills training, sales training and selling skills weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=42 Territory Management Territory management training course focusing on territory management, territory management training and territory management skills training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=43 Time and Priority Management Time and priority management training course focusing on time and priority management, improving time management skills and time and priority management training weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=91 Understanding Credit Management Understanding credit management training course focusing on good effective credit management, how credit management contributes to profit, the cost of credit, the impact of bad debts, the importance of cash flow and the effect of overdue debt on profit. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=88 Understanding Financial Statements Understanding financial statements training course focusing on understanding financial statements, strengths and weaknesses in company accounts and building in-depth accounts analysis. weekly 2 sitemap http://trainanddevelop.co.uk/view_course.php?CourseID=45 Working in Teams Working in teams training course focusing on working in teams, working in teams training, improving team working outcomes and team working weekly 2 sitemap http://trainanddevelop.co.uk/articles.php Training and Development Solutions - Articles Please find below a list of articles that we hope are of interest. Click on the article to read more. To search for a specific topic please use the search box below. weekly 2 sitemap http://trainanddevelop.co.uk/links.php Training and Development Solutions - Links Training and Development Solutions - Links weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=164 Time Management Would you like to achieve more within the limited time you have at work Perhaps you have been encouraged to work smarter rather than harder but have no idea how to go about doing this. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=165 Credit Scoring and Consumer Lending Applications The majority of lenders use credit scoring to evaluate the viability and desirability of an application for a loan, credit card, overdraft or mortgage. Credit scoring looks at the number of open accounts or lack of them (bank accounts, credit cards, loans etc.). Other considerations for scoring are entry on the electoral roll, post code, age, occupation, dependants, income, expenditure and other considerations. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=166 Tuckman Stage 2: Storming Team members often come from different backgrounds and have different skills and experience. There will certainly be differences in ideas, feelings and opinions; for instance, on how to undertake the work itself as well as how to work as a team. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=167 Tuckman Stage 3: Norming Having passed through the troubled waters of the storming stage the team now moves into the stage of norming. Team members’ behaviour towards each other is more open and supportive and working practice more fully reflects true teamwork. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=168 The Hawthorne Studies conducted by Elton Mayo The Hawthorne Studies (or experiments) were conducted from 1927 to 1932 at the Western Electric Hawthorne Works in Chicago. Harvard Business School professor Elton Mayo wanted to examine productivity and work conditions and the studies grew out of preliminary experiments at the plant from 1924 to 1927 on the effect of light on productivity. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=169 Tuckman Stage 4: Performing Teams that reach the performing stage – although not all do - are high-performing, motivated and achieve effective and satisfying results. They work well together and have a “can-do” attitude and a very clear purpose. This enables them to perform tasks and progress the project without friction or need for team leader intervention. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=170 The Hawthorne Studies - Findings To his amazement Elton Mayo discovered a general upward trend in production completely independent of any of the changes he made. His findings didn't mesh with the then current theory (see F.W. Taylor) of the worker as motivated solely by self-interest. It didn't make sense that productivity would continue to rise gradually when he cut out breaks and returned the women to longer working hours. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=171 Tuckman's Team Development Model - Further Developments In the final article in this series on Tuckman's model of team development we take a closer look at further developments proposed to the original model. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=172 David McClelland - Achievement Motivation Over the years behavioural scientists have observed that some people have an intense need to achieve; others, perhaps the majority, do not seem to be as concerned about achievement. This phenomenon has fascinated David C. McClelland and for over twenty years he and his associates at Harvard University studied this urge to achieve. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=126 10 Marketing Tips Ten marketing tips - ten marketing tips that can be used by any business. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=52 10 Self-Motivation Tips No one can motivate anyone else to do anything, all they can do is provide conditions and incentives for people to motivate themselves. Motivation comes from within, here are ten tips that can help towards increasing your own motivation, and achieving your goals. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=57 A Growth Strategy Any Sales Person Can Use A Growth Strategy Any Sales Person Can Use weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=54 A Simple Relaxation Technique This is one of the simplest and easiest relaxation techniques you can use to calm your mind and reduce adreneline surges associated with stress. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=113 Achieving Sales on the Telephone The key to achieving sales on the telephone and making effective outbound calls is structure. The most effective telephone sales person will have a set process for contacting customers and will stick to it, no matter what the temptation to alter their methods. Most outbound call agents will use a ‘working list’ to contact customers, it is important that you approach this list methodically and the following approach will help you to remain effective. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=161 Adairs Action-Centred Leadership Model John Adair weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=99 Advertising - getting more for your money There are many promotional techniques available to businesses, and you normally need a mix of several of them. So advertising should only be a part of your overall strategy. It can and does work, but it is possible to spend a lot of money for little payback. The key to getting value for money is making sure you get your message to the right people, in a way that engages their interest and encourages them to act on it. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=148 Affiliation Power and How to Use it In the second of our series on power and how to use it we will next examine affiliation power. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=100 Age and the Workplace Age and the Workplace - These regulations apply to all employers, private and public vocational training providers, trade unions, professional organisations, employer organisations and trustees and managers of occupational pension schemes. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=102 Age and the Workplace Objective Justifications, Exceptions, Exemptions and Genuine Occupational Requirements. Age and the Workplace (Two) - An objective justification allows employers to set requirements that are directly age discriminating. They need to provide real evidence to support any claim of objective justification, assertion alone will not be sufficient and each case must be considered on its own merits. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=145 Are Trends in HR Simply Reincarnations of Concepts From Decades Gone By? New management fads emerge all the time, but are most of them simply reincarnations of concepts from decades gone by? The HR community often suffers from déjà vu. Many of the concepts it has grasped with enthusiasm and later rejected tend to re-surface five or 10 years later. This weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=128 Beating the Downturn In an ailing economy many companies cut their spend on advertising and promotion. But it’s a major mistake. Recently, the Financial Times ran a campaign with bill-boards stripped back to the bare boards but with just a small panel of copy which asked: “Global downturn. What’s the first mistake businesses make?” weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=65 Becoming a Really Great Manager Becoming a Really Great Manager. The first steps to becoming a really great manager are simply common sense; but common sense is not very common. This article suggests some common-sense ideas on the subject of great management. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=74 Behavioural Interview: How To Prepare for a Behavioural Interview Behavioural Interview: How To Prepare for a Behavioural Interview - Behavioural interviews are the best tool you have to identify candidates who have the behavioural traits and characteristics that you have selected as necessary for success in a particular job. Additionally, behavioural interviews ask the candidate to pinpoint specific instances in which a particular Behaviour was exhibited in the past. In the best behaviourally-based interviews, the candidate is unaware of the behaviour the interviewer is verifying. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=141 Call Reluctance - Five It will undoubtedly be easier to motivate some salespeople to take the necessary action. If some of the organisation\ weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=140 Call Reluctance - Four Effectively managing the problem of call reluctance should undoubtedly begin with a process of acknowledging its existence and its potential importance as already discussed. It should be recognised this acknowledgment will be extremely difficult for certain call reluctant sales-people such as the oppositional reflex type, but this acknowledgement is essential if corrective measures are to be effective and enduring. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=133 Call Reluctance - One It happens to the inexperienced and experienced alike. Sales managers often pass it along. If you have call reluctance you could be killing your sales career (Blackwood, 1994, p. 51). Call reluctance strikes people in every selling field, as common as the common cold, but a lot more deadly. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=142 Call Reluctance - Six weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=136 Call Reluctance - Three Recognition and Remediation. Dudley and Goodson (1999) have developed both a ‘selling styles profile analysis’ and a ‘call reluctance scale’ which, since 1982, they have applied repeatedly to thousands of salespeople most notably in the fields of insurance and property sales (MacKenzie, 1982; Dudley & Goodson, 1988; Dudley, Goodson, & Weissenburger, 1993; Dudley & Goodson, 1999). Their research indicates that call reluctance manifests itself in 12 different ways. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=135 Call Reluctance - Two Both the professional sales and academic literature indicate that call reluctance is an extraordinarily common experience; one that extremely productive and highly successful people have had and that successful people of the future will undoubtedly have as well weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=75 Coaching - Transforming Performance Coaching - Transforming Performance - When we were at school, perhaps the least useful criticism a teacher could offer us was to write weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=61 Cold Calling is Still Effective When Done Correctly The obituary for cold calling is premature. While in the perfect world, your phone would be ringing off the hook all day with clients offering you business, the reality is that if you want business, you need to go after it and cold calling is an effective sales tactic if its done correctly. But many sales people would rather spend an entire day in a dentists chair than go cold calling. Does the thought of cold calling makes your stomach drop to your toes? These cold calling tips wont eliminate your fear, but they will help you make cold calling a more successful experience. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=116 Cold Calling with Focus If you feel that your cold calling efforts are static then you need to try this rarely used cold calling strategy. If you are just starting out in your sales career then this technique will instantly increase your sales results at warp speed. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=106 Communication's Simple - isn't it? How can communication not be simple when we have so many channels at our fingertips to convey messages - surely these are bound to get your intentions across to everyone? So why is it that many managers have found that their efforts to implement change often fail in the early stages due to poor communication weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=132 Company Loyalty Programs Companies start loyalty programs to encourage additional purchases, but a new book by the brains behind one of the worlds most successful loyalty programs believes that that premise is the first step toward failure. What companies really need to do, say Clive Humby and Terry Hunt, is establish loyalty programs that thank customers for previous purchases rather than encourage them to buy more. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=121 Conducting Training Needs Analysis Do you want to quickly learn the training needs of a group of employees who have similar jobs and yet you don weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=56 Conflict Resolution in Teamworking The diversity of skills, knowledge and experience brought together by people from different disciplines is both a strength to a team and also a challenge. People may struggle to communicate with those outside their own discipline or field of expertise, and individual needs and personal strong personal beliefs can often result in non-productive conflict. Controversy can be a positive contributor to the creative process, but it must be kept channelled to prevent it from breaking down into inter-personal conflict. If it is affecting team cohesion and productivity the team must deal with it proactively. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=55 Confront, Dont Fight Festering problems can be disruptive and non-productive both at work and at home, and it is always hard to approach another person about a diffiicult situation where there may be disagreement. However, there are ways to manage this that will help to reduce the possibility of resentment and bad feeling, i.e to confront a situation without fighting about it. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=14 Creating a Customer Service Culture - One Creating a Customer Service Culture - One. During our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense. I believe that it is during the down times, when service should be at the forefront and retention of loyal customers even more of a focus. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=15 Creating a Customer Service Culture - Two In the dynamic world of retail, companies often talk about the importance of customer service excellence and the dramatic effect that it can have on the profitability of a business. The fast paced, competitive retail environment is a constant challenge for retail owners. It is easy to become reactive rather than maintain a proactive approach that will lead them towards their company’s vision. Retailers understand the importance of delivering Superior Customer Service that exceeds their competitors. How can retailers ensure that their people strive for a high level of service? weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=114 Cross-Selling and Up-Selling Unless you have a business with only one product, or a completely unrelated group of products, there are opportunities to cross sell or up sell many of your customers. This increases the per customer value, and is where you can make much of your profit since the expense of gaining that customer has been essentially covered (at least in part) by the initial sale. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=129 Customer Care in a Recession Individually we can weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=27 Customer Care is Paramount The following are ten questions that illustrate why The following are ten questions that illustrate why customer care is paramount. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=29 Customer Complaints - Dont be Downhearted In the business world there are many dedicated people who work earnestly and conscientiously for their customers. Even so, there may still be occasions where a problem will arise and the customer will feel motivated to complain. No matter how positively the recipient tries to view this criticism constructively it is bound to cause hurt. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=16 Customer Loyalty Despite the increased use of new technologies intended to improve customer service, such as automated phone systems and live chat over the Internet, poor customer service is the primary reason that consumers switch service providers. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=17 Customer Satisfaction Surveys Good customer service is the life blood of any business. Although new customers are important good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=28 Customer Service - The Human Touch In today’s workplace advancing technology and databases increasingly provide quick access to useful information regarding a Company’s relationship with its customers. Much emphasis has been placed on Customer Relationship Management by using this information and therefore, one would expect improving customer service as a result. However this is not always the case. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=107 Dealing with the Angry Phone Call Angry customers often vent their frustration over a situation by shouting and threatening the receiver of their call, particularly if the receiver is a call-centre operative. The best way to deal with this is to remain calm, and to have a plan to deal with such behaviour which will help you to face the situation and resolve the problem. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=64 Delegation Delegation is a skill of which we have all heard - but which few understand. It can be used either as an excuse for dumping failure onto the shoulders of subordinates, or as a dynamic tool for motivating and training your team to realise their full potential. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=24 Demystifying Good Closing Skills - One Exactly what kind of person do you define as a closer? Do you think your customers want to buy from a person who doesn’t take no for an answer? Do you expect your clients to come back to buy, again and again, from a person who uses high pressure to close orders? Do you want to build an organisation of pests who succeed through ongoing, ceaseless harassment? weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=25 Demystifying Good Closing Skills - Two In teaching and training sales people how to close, the beginning of the sessions always start the same. There is an air of mystery and awe as if in order to understand good closing skills one must endure the secret and sacred initiation rites deep from within the Inner Sanctum, lost in weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=19 Difficult Customers - Getting Them to Come Back I really hate it when things don’t go as they should and you have to spend time and effort sorting it out. I dislike hanging on a phone line being told that “my call is important”, when I have far better things to do. Many companies are turning away possible loyal customers, because they do not know how to turn a complaining customer into a satisfied customer who will come back to buy from you again. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=122 Employers Hiring Mistakes: From Application to Interview Poor hiring decisions sap your organization weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=95 Employment Law - an Overview of the Issues As soon as you employ anyone, even only one part-time employee, you inherit a raft of legal obligations. This guide gives an overview of the main issues to be aware of. However, changes are happening all the time. New regulations in some areas are due to be introduced, others are currently subject to consultation, and some details change year by year weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=110 Enhancing the Working Experience The Chartered Institute of Personnel Developments Annual Survey of 2006 concentrated on how engaged people are at work, however there were other important issues that are significant for managers that also emerged; as they state: “There is much that employers can do to enhance the working experiences of their staff, as well as improve levels of engagement and performance”. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=156 Expert Power In the next article in our series on power and its uses we examine expert power weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=48 Face to Face Selling - a Few Tips Face to Face Selling - a Few Tips weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=20 First Contact With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses.more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=31 Five Reasons for Procrastination - and How to Stop Five Reasons for Procrastination – and How to Stop weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=78 Frederick Herzberg - Theory of Motivation Frederick Herzberg was a well respected American who has contributed greatly to the way in which managers think about motivation at work. He first published his theory in 1959 in a book entitled ‘The Motivation to Work’ and put forward a two factor content theory which is often referred to as a two need system. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=46 Gaining a Second Chance There are few people in business who relish confrontation and many people when faced by a client’s dissatisfaction or anger will take the easy route of putting the situation to one side. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=62 Groups and the Workplace Groups form a basic unit of work activity throughout engineering and yet the underlying process is poorly managed. This article looks at the basics of group work and suggests ways to accelerate development. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=153 Groupthink and its Consequences Groupthink is a term coined by social psychologist Irving Janis (1972) and it occurs when a group makes faulty decisions because group pressures lead to a deterioration of “mental efficiency, reality testing and moral judgment”. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=103 Half -empty, half-full or filled? We are all familiar with the question is a glass half empty or half full? and how your answer is supposed to define your attitude as a person, and it is this idea that Barry Maher expands upon in his book weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=162 Henri Fayols Theoretical Managerial Educational Program Henri Fayols Theoretical Managerial Educational Program weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=98 How to find the customers that make you the most money - Part 2 Have you ever wondered why some companies seem to offer unbeatable deals to sell you their products and services? Or why book, music and video clubs can offer such fabulous products for such remarkably low prices? The answer is that they are exploiting the concept of lifetime value. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=97 How to find the customers that make you the most money - Part l Some products and services are more profitable than others. The same goes for customers. This guide will help you to identify these customers and encourage them to buy more of your profitable products and services. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=42 How To Keep Positive Most people who fail in business do so because they don’t know how to keep their attitudes positive on a daily basis. Initially they start their careers learning and practising the basics, applying these ideas and making money, but then they go into a slump. To escape from this they need to go back to the basics and accept failure or rejection without letting it stop them. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=94 How to motivate your team Success in business is rarely down to technical skills or knowledge alone. Getting the most from your team is the sign of a good manager and can lead to a successful business. The key to this is motivating people and giving them space to develop themselves to their full potential. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=124 How to Train a Recession-Resistant Workforce What is your best weapon against the possible (increasingly likely) recession? Your very own employees may be the answer weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=92 How Useful Are Job Descriptions? The simple answer to this question is that job descriptions are useful when they are written correctly and accurately, but this is not really as straightforward as it may appear. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=87 If Life Is A Game, These Are The Rules The above is the title of a book written by Cherie Carter-Scott PhD who is an international lecturer, consultant and author. She gained her PhD in Human and Organisational Development, founded the MMS (Motivational Management Service) Institute and has written much about human communications, behaviour and attitudes, with her ideas also being used in life-coaching. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=60 Increase Your Sales by Avoiding These Mistakes We all make mistakes when selling our product or service. Here are the most common sales mistakes people make. I have to admit I have made many of these mistakes, even though I have been teaching this stuff for almost a decade weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=36 Informal Group Dynamics at Work A supervisor should attempt to encourage norms that positively affect the formal organisations goals, and to alter those that are negative. If this is accomplished, the informal group will direct its energies toward desired goals. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=154 Information Power and its Uses Information power is the forth power base in our series on weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=40 Interpersonal Feedback Feedback may be defined as a response or reaction providing useful information or guidelines for further action or development. Carl Rogers listed five types of behaviour associated with interpersonal feedback as they occur in every day conversation. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=21 Keeping Your Customers You probably spend a great deal of your time looking for new customers or clients. However weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=146 Knowledge Management Enterprises are realising how important it is to \ weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=151 Legitimate Power and its Uses In the third article in our series on power we are going to examine legitimate power. Employees perceive that supervisors have the right to make decisions based solely on their title and status. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=39 Making the Successful First Call - a Brief Guideline Making the Successful First Call – a Brief Guideline weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=66 Management and Communication Communication is best achieved through simple planning and control; this article looks at approaches which might help you to do this and specifically at meetings, where conversations need particular care. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=80 Management Mistakes In many professional and service organisations today the management are people who have worked their way up through the organisation or up the professional ladder; they possess a high level of technical expertise but not necessarily an equivalent level of management training. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=85 Managing Absenteeism The act of taking the day off sick for an employee who fancies going to e.g. Alton Towers for the day, or watching a particular sporting event such as the World Cup may not seem of great importance to the individual involved, but to their employer it can be a substantial cost. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=150 Managing Upwards How do you go about influencing your boss? The reason we are asked this question so frequently is that your ability to influence anyone is dependent upon the power you hold. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=125 Marketing on a Budget Successful marketing plans doesn weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=69 Maslows Hierarchy of Motivational Needs Abraham Maslow was born in New York in 1908 and died in 1970. He studied motivational psychology and was one of the founders of the humanist approach to management. Although his original theory of motivational needs was first published in 1943 it remains valid for understanding human motivation and personal development today and is still influencing management practices. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=35 Negotiation Tactics Prior to the 1980’s, many companies focussed their negotiation training on tactics. Although the following tactics will yield a short term result, we don’t advocate their use in a business context. The reason we don’t advocate their use is due to both the long term damage they will deliver to your business relationships, and the questionable ethics of using manipulative tactics. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=72 Nine Recruitment and Selection Tips Nine Recruitment and Selection Tips - These nine tips will help you in recruiting and hiring candidates who will become a successful employee. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=90 On-line Recruitment The following article appeared in The Irish Times 31/07/06 and illustrates the growing area of on-line recruitment: weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=149 Overcoming Price Objections Why is it that some businesses, with top priced products and services, can thrive in a market where competitive pricing appears to be a major selling point? weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=118 Performance Management Performance Management - How often do you bite your lip rather than give an honest opinion? Have you ever crossed the street to avoid meeting a person you didn weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=47 Phrases and Sayings Related to Body Language During everyday interactions and communications we all perform unconscious movements and reactions that can show our real feelings. Over the years certain phrases have become associated with this behaviour, and listed below are one or two of these plus their description and origin weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=76 Positive Leadership and Improvements in Yield, Performance and Profitability There is a problem with our focus on problems or deficit-based management. The idea of learning from the positive aspects of performance seems at odds with traditional management techniques found in corporate America weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=138 Preparing for the Upturn Maybe we are coming close to hitting bottom. That is a conclusion of the latest McKinsey Quarterly survey of economic conditions. While 75% of executives surveyed worldwide - 90% of those in the Eurozone - believe that their national economies are still in decline expectations, though gloomy, dont appear to have worsened over the past six weeks. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=63 Presentation Skills for Managers Presentations are one of the first managerial skills an emerging manager must acquire. This article looks at the basics of Presentation Skills as they might apply to an emergent manager. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=130 Recession-Proof Your Business Whether or not you believe we weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=158 Referent Power and its Uses In the penultimate article in our series on weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=104 Retaining Customers Keeping your customers with you and happy is far more cost effective than continually having to go out and find new customers, some studies have found that a small improvement in customer retention can increase profitability by up to 95% weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=159 Reward Power In the final article in our series on power we will look at reward power. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=89 Rules of Conduct for Team Meetings In order for team meetings to further the objectives of the team, they must be productive. Attendance at team meetings should be mandatory. On the rare occasions when one must miss a regularly scheduled team meeting, that person should notify all team members in advance, apprising others of their progress and pending action items. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=58 Sales Leads Only Matter if They Convert Into Sales A question often asked by sales people goes something like this: weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=59 Shift Your Sales Focus for Increased Sales Want to increase sales dramatically? Then shift your sales focus from attracting new customers to enticing your proven customers to buy again. The best sales prospect is a prospect that’s already converted – in other words, one of your current customers. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=137 Six Key Steps to a Meaningful Territory Plan As sales managers, it is perfectly within our rights to ask our sales people to build territory level business plans; however, we often forget that we did not hire our sales representatives based upon their strategic business planning and data analysis skills. While there are clear benefits that are derived from the planning and goal setting process it is incumbent upon us as managers to provide our team members with the tools and the templates that they need to develop effective plans in a very efficient way. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=22 Six Secrets of Customer Service What customers really want from your business can usually be divided into two areas: firstly, they want the core service of your business to meet their needs; if you say you're a plumber then the customer expects you to fix their leaking pipe and if you say you're an accountant then they expect you to resolve their tax details. They also expect your product or service to represent value for money. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=157 Social Identity Theory: The Cognitive and Motivational Basis of Inter-Group Differentiation Social Identity Theory: The Cognitive and Motivational Basis of Inter-group Differentiation weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=143 Sports Psychology and Motivation The 34th President of the US, Dwight D Eisenhower once said that ‘motivation is the art of getting people to do what you want them to do because they want to do it’ and recent research suggests that he wasn’t far wrong. In addition changing your attitude towards training can significantly enhance motivation. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=53 Stress Management - The Managers Role In a well run company there will be a system in place to assess, control and prevent work related stress. Line Managers have an important part to play in the implementation of such a system, and also have the added responsibility of managing their own stress. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=84 Tackling Phone Rage According to the Future Foundation in the summer of 2006 centralised call centres rate above rush hour traffic and delayed trains as the most stressful daily experience. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=139 Tannenbaum & Schmidts Continuum of Leadership Behaviours In the past few decades many leadership gurus came up with different definitions of leadership styles with many based on task – relationship characteristics. In 1973 Tannenbaum & Schmidt proposed a continuum of leadership behaviours from manager-centred (task) to subordinate-centred (relationship). weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=34 Teamworking In the modern world of technology, with its increasing complexity of industrial processes and systems, the necessity for employees to perform as a team rather than individually has also increased. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=91 Tell-tale signs of Stress Stress is the adverse reaction people have to excessive pressures or other demands placed on them. Psychological stress results when the demands placed upon an individual are greater or less than their ability to cope. Reasonable pressure is ususally necessary to keep people interested and motivated, but where the demands are more than the individual is able to deliver stress becomes a problem. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=32 Ten Tips for Trainers There is nearly (but not always) something better than lecture if learning is the goal. If your training involves a combination of presentation, questionnaire and exercises and you weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=12 The ABC of Superior Customer Service If you want your staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Superior Customer Service. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=105 The Changing Role of Selling The world of commerce and business is constantly changing and evolving and salespeople need to be aware of this, their approach to selling must reflect the new order. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=82 The Importance of Cost Management After the recent recessions many companies are looking for ways to boost sales and increase profits; the most efficient way of funding the growth profitability is to free up costs and capital and then re-invest these funds in the most promising growth opportunities. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=147 The Seven Power Bases - How to Use Them Effectively The most important and unyielding condition of management isn weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=23 The Ten Commandments of Customer Service Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers - without them, we would not and could not exist in business. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=131 The Value of Training to the Bottom Line Tesco’s long term strategy is to continue to place value on employee training and to integrate this value into the culture of the organisation. They are using this approach to maintain their competitive edge and the value placed on HR demonstrates commitment from the top levels of the organisation to training. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=68 The XY Theory of Management The XY theory of management was put forward in 1960, in a book entitled “The Human Side of Enterprise” by an American social psychologist named Douglas McGregor. Although more recent studies of management may show that this theory is a little inflexible, it is still referred to regularly in the field of management. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=144 Theory Z Theory Z is an approach to management based upon a combination of American and Japanese management philosophies and characterised by, among other things, long-term job security, consensual decision making, slow evaluation/promotion procedures and individual responsibility within a group context. Proponents of Theory Z suggest that it leads to improvements in organisational performance. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=30 Tips on How to Manage Time Time and money are both very important in business, but businesses tend to devote more thought towards how to spend money than towards how to spend time. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=127 To Cut or Not to Cut? To Cut or Not to Cut? - Why Advertising in a Recession Works weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=119 Training for a Return on Investment The American Society for Training and Development (ASTD), a professional association of 70,000 corporate-learning specialists around the world, provides new ammunition for anyone who needs to make the case for employee training programs in their study weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=123 Training in a Recession From the start of 2008 the the word recession has been tossed about liberally by the media with the favourite words being “Looming Recession weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=160 Tuckman Model of Team Development Bruce Tuckman developed his model of team development in the 1960’s. It is a useful model that describes four stages of development: forming, storming, norming and performing. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=163 Tuckman Stage 1: Forming In the first article about Tuckman’s model of team development a brief description of the four stages was given. This article provides more detail about the first stage: Forming. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=33 Understanding Assertiveness Many people are confused by the term ‘assertiveness’ and associate it with ‘getting your own way’ or aggression, but this is not correct. Assertiveness considers the rights and needs of everyone, it assumes that everyone is equal, and therefore it may be considered a way of increasing choices for everyone. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=73 Use Your Team for Recruitment: A Retention Strategy Selecting and retaining top notch staff is key for business success. Talented people who continue to develop skills and increase their value to your organisation and to your customers are your most important resource. How do you select and retain talented people? How do you create an environment in which talented people continue to grow and contribute? weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=93 Using Appraisals and Mentoring to Improve Performance Using appraisals and mentoring to improve performance - Appraisals can be one of the most powerful tools for developing staff, building teams and highlighting training needs. Mentoring is another excellent method of developing potential at all levels. Done well, both can be good ways to develop and motivate your staff – this guide will help you to make the most of the opportunities they offer. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=96 Using input from customers to meet their needs and wants better Business is about selling. Everything else, including the whole process of production, management, and even marketing, is basically sales support. It all comes down to persuading a customer to give you money – and to go on doing so. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=70 Using Powerpoint The use of PowerPoint in presentations has ignited debate in the business world – is it an effective small business tool or not? Try these tips for making sure youre not boring your crowd to death. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=115 Using Sales Letters While the main objective for sales letters does not change at all – and that’s to encourage customers to avail of your products and services – there are different types of approaches you can use to make them more effective. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=134 Watchdog Customer Service Survey Many of you will have seen the recent episode of the BBC weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=111 Why Business Needs to go Back to School Over e-learning In December 2006, the Government-commissioned Leitch Review of Skills stated that UK skill levels needed to be ramped up to avoid a ‘lingering decline in competitiveness’. For a nation constantly at war with a skills-gap, it does seem absurd that for many workers, training seems to have changed very little over the last 20 years - which is probably why it is dropping down the business priorities list. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=152 Why People Do Not Buy Sales are produced by people and it doesn weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=108 Workplace Engagement Workplace Engagement describes an employee as being engaged with their job implies that they feel positive about their work, and are willing to go the extra mile in order to perform their tasks well and properly. High levels of engagement are associated with high performance alongside other beneficial outcomes. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=117 Workplace Engagement Watch new employees on their first few days at work. Often they have a bounce in their step. They look expectant and excited. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=77 Workplace stress and stress management Stress in the workplace is seen as one of the biggest problems in today weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=71 Writing e-mail Badly written, angry or jokey e-mails can all have an impact on the way you – and your small business – are perceived. Read our expert hints for getting it right. weekly 2 sitemap http://trainanddevelop.co.uk/view_article.php?ArticleID=67 Written Communication Skills for Managers Writing is an essential skill upon which all managers rely. This article outlines simple design principles for engineering weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=27 Do you run courses for only one delegate? Training and Development Solutions FAQs - Do you run courses for only one delegate? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=38 How can I pay for my course? Training and Development Solutions FAQs - How can I pay for my course? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=26 How do I access free places on your course(s)? Training and Development Solutions FAQs - How do I access free places on your course(s)? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=23 How do I book a place on a course? Training and Development Solutions FAQs - How do I book a place on a course? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=35 How do you conduct a training needs analysis? Training and Development Solutions FAQs - How do you conduct a training needs analysis? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=24 How many places can I book? Training and Development Solutions FAQs - How many places can I book? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=25 How much does each course cost? Training and Development Solutions FAQs - How much does each course cost? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=31 I can not find a course that suits my needs Training and Development Solutions FAQs - I can not find a course that suits my needs weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=37 I have booked a course in error. What do I do? Training and Development Solutions FAQs - I have booked a course in error. What do I do? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=34 What does a training day(s) involve? Training and Development Solutions FAQs - What does a training day(s) involve? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=30 What if I want my course tailored? Training and Development Solutions FAQs - What if I want my course tailored? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=29 What if I would prefer to have the course at my office or locally? Training and Development Solutions FAQs - What if I would prefer to have the course at my office or locally? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=33 What training is delivered on each course? Training and Development Solutions FAQs - What training is delivered on each course? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=32 When are the courses held? Training and Development Solutions FAQs - When are the courses held? weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=28 Where are the courses held? Training and Development Solutions FAQs - Where are the courses held? Belfast, Bristol, Birmingham, Glasgow, Leeds, London, Manchester, Milton Keynes, Nottingham, Southampton and Sunderland weekly 2 sitemap http://trainanddevelop.co.uk/view_faq.php?FAQID=39 Will I get a certificate? Yes you will. 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