Courses for care staff, managers & team leaders
Appraisals Training
APPRAISALS: 3 hrs Understanding the appraisal system: its strengths and weaknesses, different types of appraisals, dangers associated with the process, devising and using an effective system, legal points to be aware of.
Assertiveness & Confidence Training
ASSERTIVENESS & CONFIDENCE: 3 hours Gain skills & confidence to gain respect as effective managers, using appropriate words, voice and body language, create powerful & positive first impressions, maintain a confident approach under challenging circumstances,
Attendance Issues Training.
ATTENDANCE ISSUES: 3 hrs Understand different types of non-attendance, reasons for poor attendance; controlling holidays; sickness categories; industrial injuries; keeping records and spotting trends; the cost of absenteeism – how to reduce it; controlling timekeeping;
Change Management Training
CHANGE MANAGEMENT: duration varies Identify areas for change, the implications on staff and clients and how to implement changes smoothly, change-agents, benchmarking and reviews – is it working?
Communication Skills Training
COMMUNICATION SKILLS: 3 hrs Improve the quality of communication between staff and client: we look at the mechanics of communication and the skills required and discuss barriers to communication.
Conflict Training
CONFLICT: 3 hours Equip ability to avoid disputes and to deal with them effectively, differences between conflict & disagreement, most common causes, when difficulties arise and confidently “nip it in the bud”, different approaches, practice
Customer Care Training
CUSTOMER CARE: 3 hrs. Know your customers: Learn face-to-face/telephone skills, questioning and listening techniques, handle complaints and queries.
Disciplinary Issues Training
DISCIPLINARY ISSUES: 3 hrs Define principles of discipline & what constitutes disciplinary issues; understanding the law and apply it in the workplace; conducting a hearing; the route to consistency; fair and unfair dismissals; investigation and
Handling Difficult Conversations Training
HANDLING DIFFICULT CONVERSATIONS: 3 hrs How to manage a difficult conversation effectively and with confidence, both face to face and on the phone.