Sample course outlines
While every training programme is tailor made for your requirements, these outlines will give you a taste of what you might expect from a typical course in each area. Calibre HR & Training provides a bespoke service for every client based on a training needs analysis.
- Leadership Training
- Supervisory Skills Training
- Equality and Diversity Training
- Performance Management Training
- Team Building Training
- Customer Service Training
- Change Management Training
- Facilitation Skills Management
Leadership Training
Who will benefit:
Managers with all levels of experience.
Delegates will learn how to:
- Define the difference between managing and leading
- Utilise the appropriate tools in a variety of leadership situations
- Plan and manage effective meetings
- Select the appropriate leadership style for different situations
Content:
- Leadership models and techniques
- Situational leadership
- Motivation
- Feedback
- Planning and managing meetings
- Coaching styles
- Delegation
- Teamwork
Methodology:
This course is highly interactive with team exercises key to the learning process. Each participant will be given the opportunity to lead the exercises. The course will also cover leadership skills for direct and sub-contracted staff.
Timing:
Two days (9.00am-5pm both days)
Supervisory Skills Training
Who will benefit: This course is suitable for supervisors or first-time line managers who manage or supervise others.
Delegates will learn to:
- Identify their own preferred style and the impact on others
- Set objectives for team and individuals
- Use different management styles with individuals
- Coach teams and individuals and give feedback where required
- Delegate tasks to ensure deadlines are met
- Review on-going team and individual performance against objectives
Content:
- What is management?
- John Adair – task, team, individual
- Smart objectives
- Giving and receiving feedback
- Performance appraisals
- Situational leadership
- Coaching
- Delegation
- Teamworking
Methodology:
This course uses a variety of methods from syndicate group work to exercises and questionnaires. Each participant will be given the opportunity to try their skills in different situations.
Timing:
Two days (9.00am-5pm both days)
Equality and Diversity Training
Who will benefit:
Individuals at all levels who are keen to develop a better understanding and greater awareness of equality and diversity and how it affects their role.
Delegates will learn how to:
- Clearly explain what equality and diversity means
- Identify examples of discriminative behaviour
- Avoid discriminative behaviour
- State the implication of the relevant legislation for them at work
- Clearly explain the organisation’s equality policy
- State the benefits of valuing diversity
Content:
- Definition of equality and diversity
- Exploring current attitudes
- Equality legislation
- Case studies
- Policies relating to equality
- The benefits of valuing diversity
Methodology:
This course uses discussion in small and large groups to help delegates to explore their own and others’ attitudes. It also includes case studies and quizzes to help delegates apply knowledge. Videos are used to reinforce the messages. Action planning encourages delegates to transfer their learning to the workplace.
Timing:
One day (9.30am-5.00pm)
Performance Management Training
Who will benefit:
Managers or supervisors who manage or supervise others.
Delegates will learn to:
- Notice early signs of performance being affected
- Examine the consequences of not managing performance
- Know the key parts of employment legislation
- Take appropriate action in a variety of performance management situations
Content:
- What can affect performance
- Consequences of managing and not managing performance
- Employment law, conduct and capability
- Disciplinary procedures case studies and exercises
- Managing capability case studies and exercises
Methodology:
This course uses a variety of methods from syndicate group work to exercises and questionnaires. Each participant will be given the opportunity to try out their skills in varying situations for application in the workplace.
Timing:
Two days (9.00am-5.00pm both days)
Team Building Training
Who will benefit:
All members of the team including managers.
Delegates will learn to: Explore blockages in the way the team operates and improve team working by agreeing a way forward.
Key content:
- What is a team?
- What is our team here for – key objectives
- Team work exercise
- Stages of team development
- How effective is this team – questionnaire
- Team strengths and roles
- Team work exercise
- Feedback and handling conflict
- Team work exercise
- How can we maximise our strengths?
- Action plan
Methodology:
The trainer adopts a facilitative approach to help team members review team processes. Activities are designed to illustrate key issues the team is facing. Discussions explore the collective performance of the team during activities and at work in order to seek and commit to improvements.
Timing:
Two days (9.00am-5.00pm both days)
Customer Service Training
Who will benefit: Any member of staff who needs to increase their customer service skills face-to-face or on the telephone.
Delegates will learn to:
- Explain the importance of good customer service and feeling positive towards customers
- Discover customer needs quickly using questioning techniques
- Clarify customers needs and feedback to others
- Deal effectively with customer needs and queries
- Manage and resolve customer complaints efficiently
Content:
- The need for customer service
- Examples of good customer service
- Feeling positive towards customers
- How to become a customer service star
- Questioning and listening techniques
- Building rapport
- Understanding the ‘customer journey’
- Handling customer complaints
- Exceeding customer expectations
- Improving customer service
- Action plan
Methodology:
The nature of the subject requires group discussion and practical exercises to build strong buy-in from delegates and improve their customer service skills.
Timing:
One day 09:00am to 5:00pm
Change Management Training
Who will benefit:
Managers who are experiencing change or who are planning to introduce change into the organisation.
Objectives:
To introduce participants to a change management model so they can better understand the consequences of change and the stages individuals go through when faced with change.
Delegates will learn to:
- Identify reasons for and consequences of change
- Explain a change management model
- Describe typical consequences of change in individuals
Content:
- Understanding change
- Making the case for change
- Responses to change
- The transition grid
- Denial, resistance, exploration, commitment
- Strategies for dealing with change
- Action plan
Methodology:
This programme includes discussion and sharing of personal feelings and responses to change. It has a strong focus on action planning in order to assist managers with the practical steps they may take to implement the ideas.
Timing:
One day 09:00am to 5:00pm
Facilitation Skills Training
Who will benefit:
This course is suitable for anyone who needs to facilitate others – ideally with little or no previous experience.
Delegates will learn to:
- Identify the key skills required of a good facilitator
- Plan and design a facilitated session to clear objectives
- Conduct a facilitated session focussing on the process to be adopted rather than the content
- Use a variety of techniques to encourage participation
- Introduce a number of alternative approaches to move groups forward
- Introduce a number of alternative approaches to move groups forward
- Appraise own performance as a facilitator and adjust approach
Content:
- What makes a good facilitator
- Process v content
- Genuine dialogue
- Listening and questioning techniques
- The role of the facilitator – techniques for good facilitation
- Tools of group facilitation
- Group dynamics
- Handling conflict and challenging behaviour
- Planning and preparing a group discussion
- Exercises to practice skills
Methodology:
This course uses a variety of methods from syndicate group work to exercises and questionnaires. Each participant will be given the opportunity to try out their skills in varying situations for application in the workplace.
Timing:
Two days (9.00am-5pm both days)
