More and more organisations are looking to bring training back in house – it’s potentially a major “money saver” when finance is tight and budgets are trimmed back. If this is a move your own organisation is considering, you’ll want to be sure your internal trainers have all the skills and confidence to do a great job!
This is the most frequent request of learners on Presentation Skills courses and Trainer Training courses – and on plenty of other interpersonal skills programmes as well. Sometimes people call it “presence” or “self assurance”. Basically, it’s “when I stand up in front of others, can you teach me how to feel and how to project confidence?”
A meeting is more like a racing yacht than a cruise ship. Every crew member has a critical part to play, and there are no passengers
Do you find yourself spending a lot of time in meetings? Do you want to make all your meetings tight, timely and cost effective? If the answer to either of these is ‘yes’, then follow the tips below!
1. Get together a useful agenda
- State the start and finish time of the meeting
- Write a sentence for each item stating the intended outcome of the discussion, e.g. Cost of Sales: following Nick’s presentation of the third quarter’s figures, we will agree plans and actions to reduce cost of sales by 5% in Q4
- Allocate and publish timeslot for each agenda item
- Avoid churning out a “standard” agenda, and ban “a.o.b.”
- Issue the agenda (if you are not the chair, ask for it) 3-5 days before the meeting, along with any other documents you want people to study in advance
An article from the Huffington Post (19th April 2013) suggests that “Feminine Values are the Operating Systems of the 21st century”. At MLR, this got us thinking – do men and women really have different management styles, or is this a myth?
In a review of the book “The Athena Doctrine: How Women (and the Men who Think Like Them) Will Rule the Future” (John Gerzema and Michael d’Antonio), the articles asks whether traditional macho approaches to management (dominant, strong arrogant, ambitious) are outdated, and no longer effective in the modern business world. In other words “The Apprentice” may be entertaining but would not be a realistic model for today’s young managers.
Whatever the content of the argument, the way it’s put across – the style – can be influential too. Try this mini quiz:-
How far is non-verbal communication a factor when we are influencing someone – or being influenced ourselves?
We know that when we are attempting to persuade, any messages transmitted non-verbally will override the verbal message in the event there is discrepancy between them.
So the boss who tells you the new system is simple to use, thoroughly tried and tested, and completely fool proof, will be persuasive if his body language is congruent or harmonious with what they say, but will be doubted if they appear incongruent. Body language is a hugely important factor in influence.
The major predictor of how well learning gets transferred into the workplace is the attitude of the learner’s boss” (T.T. Baldwin and J.K. Ford, Personnel Psychology)
However good the course, however effective the trainer, however keen the learner, if the boss is not ACTIVELY supporting both the learning and the transfer, then getting new skills applied in practice will be an uphill struggle.
So what can or should the line manager be doing – before, during, and after the course – to make the most of the training “spend”, and promote transfer of learning to the workplace, which is where it starts to pay back dividends?
What does “Customer Service” mean? How is it different if you are not a hotel, a restaurant, a department store, or a travel agent, airline, or railway company?
We are all familiar with the term where we, as customers, expect (indeed we purchase!) services from these typical “service industries”. But do the principles of customer service apply just as much to other organisations, although perhaps less obviously? Specifically, are there customer service principles which apply in the emergency services, including of course the Fire & Rescue Service?
Below we take a look at the 4 principles of good customer service:
We all “sell” all the time – it’s just, we usually only think of it as “selling” if money changes hands. Come to think of it, anyone who wants to influence someone else is in the business of selling for example, a leader in a corporate environment who wants to motivate others in a meeting to a certain course of action, a manager in the Fire & Rescue Service who needs to make a case to the boss, or an individual in the customer service “front line” who needs to placate or persuade the client.
So what are the core skill sets? Well the good news is that there are basically only two: putting your case together in a clear, organised and reasoned way, then expressing yourself persuasively so as to convince the other person (or people) that it’s a good idea. Of course, there are many techniques that go into each of these two basic skill sets, but these are the main considerations.
We want to help our Fire Service customers get real value out of their training investment and to make every penny count where government spending cuts are concerned.
Which is why if you book any 2 days of training (any topic of your choice) to run between 15th July and 15th September 2013, we will give you, completely FREE* of charge, one of the following:
“NLP: Robust Techniques for the Business World”
(A half day seminar for upto 12 participants)
“Dealing with Difficult People at Work”
(A half day seminar for upto 12 participants)
(Half day – 2 sessions of 1½ hours per person)
You can take advantage of this offer within the specified period as many times as you like.
MLR Business Consultants Ltd, preferred suppliers of Management & Leadership Training to the UK Fire & Rescue Service (South East Region) are pleased to make this special offer to kick start your summer training schedule, and at the same time allow you to sample for FREE some of our Coaching and Training products that maybe you haven’t tried so far.
For more information see the Learning Zones on our website or contact us here.
*the free half day must take place in the afternoon immediately preceding, or in the morning immediately following a day of booked training, delivered within the specified period, 15th July to 15th September 2013