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Management and Business Skills Workshops

I've put together these workshops to support my NVQ learners, you can dip into them to support your business skills:

The attached PowerPoint presentations will take you through the workshop: Each slide has a narration with it that explains the key points and directs you to activities and homework to support your learning. Make sure you have headphones plugged in, or speakers working on your computer.

If you don’t have PowerPoint on your computer, you can download PowerPoint Viewer from the Microsoft website http://www.microsoft.com/en-us/download/details.aspx?id=6

Leadership Workshop

The Leadership Workshop is the first of the sessions. Follow these instructions to set up the session

By the end of this session you will be able to –

Recognise and select leadership styles for the workplace
Describe motivation theories and identify the most productive ways of motivating people
Produce an action plan for motivating team/individuals
Agree and set SMART work objectives to deliver high quality work
Identify methods for engaging team members in coming up with new ideas and taking the initiative
Evaluate your leadership style, gain 360 feedback and improve your performance

A number of websites are included at the end of the workshop for further study, the following documents may also be useful to complete the workshop:

Questionnaire to identify Theory X or Y Leadership Style

Leadership Style questionnaire

Learning Style Assessment

Personal Development Plan

ACAS Model Workplace

 

Operational Planning and Change Management Workshop

The  Operational Planning and Managing Change Workshop is now completed. Follow these instructions to set up the session

 

By the end of this session you will be able to -

Describe methods to analyse the business environment and produce a SWOT analysis for your business
Link your objectives to your organisation’s mission, vision and values
Use a Gantt diagram to plan work and prioritise
Develop SMART objectives to allocate work to team members fairly
Select the most appropriate delegation level for you
Identify resource requirements for your team
Describe critical success factors for managing change in your organisation
Describe how you can apply different team dynamics theories to allocate work effectively

A number of websites are included at the end of the workshop for further study, the following document may also be useful to complete the workshop:

ACAS Model Workplace

 

Communications and Working Relationships Workshop

The  Communications and Working Relationships Workshop is now completed. Follow these instructions to set up the session

 

By the end of this session you will be able to -

Apply equal opportunities and diversity policy to developing working relationships
Draw up flow diagrams to define the suppliers and customers of your team and stakeholders you need to take account of
Identify key colleagues and stakeholders, and develop plans for effective communication with them
Identify key barriers to communication and methods to communicate effectively verbally and in writing
Develop plans for creating a common sense of purpose and an atmosphere of trust and mutual respect
Research opinions and present information and arguments effectively
Use negotiation and resolution methods for dealing with disagreements and conflicts of interest

A number of websites are included at the end of the workshop for further study, the following document may also be useful to complete the workshop:

ACAS Model Workplace

 

Performance Management and Development Workshop

The Performance Management and Development Workshop is now completed. Follow these instructions to set up the session

 

By the end of this session you will be able to -

Explain how employment legislation affects performance management
Describe your organisation’s appraisal/review process  and how this enables this to review performance fairly
Describe best practice in running an appraisal interview
Identify appropriate development options for a team member
Describe key stages in the disciplinary process and research your organisation’s policies and procedures that you must follow

A number of websites are included at the end of the workshop for further study, the following documents may also be useful to complete the workshop:

Acas Recruitment and Induction Booklet

Acas How to Manage Performance

Acas Appraisal Booklet

Acas Code of Practice on Disciplinary and Grievance

Acas Disciplinary and Grievance guide

Personal Development Plan

Learning Style Questionnaire

 

Personal Development Workshop

The Personal Development Workshop is now completed. Follow these instructions to set up the session

 

By the end of the session you will be able to -

Seek constructive feedback on your performance
Produce a Personal Development Plan
Plan, implement and evaluate new ways of working
Agree and prioritise targets for your work
Identify suitable time management techniques
Describe situations where you need to be assertive
Explain how you can deal with day to day pressure and setbacks

A number of websites are included at the end of the workshop for further study, the following documents may also be useful to complete the workshop:

Personal Development Plan

Learning Style Questionnaire

 

Customer Service Monitoring Workshop

The Customer Service Quality Monitoring Workshop is now completed. Follow these instructions to set up the session

 

By the end of the session you will be able to -

Decide what quality of service criteria to use to judge customer service quality
Set ratings for each quality of service criteria to assess your own and your colleagues’ performance
Select a representative sample of customer transactions to monitor
Use good practice for observing customer service
Analyse results and report them
Give positive feedback to colleagues
Identify coaching and training options to improve customer service delivery

A number of websites are included at the end of the workshop for further study, the following documents may also be useful to complete the workshop:

Customer Service Observation notes

Personal Development Plan

 

Assessing NVQs Workshop

The Assessing NVQs Workshop is now completed.

 

By the end of the session you will be able to -

- Describe what an Assessor does

- Describe tools and techniques for successful NVQ Assessment

- Describe Internal Quality Assurance activities

These documents are referred to in the workshop:

Assessment Feedback and Action Plan  NVQ Evidence Record Sheet  NVQ Record of Achievement  NVQ Recorded Evidence Record Sheet  NVQ Index of Evidence Sheet   Assessor Tracking Sheet

 

Assessor Award suite-centre-handbook  Assessor Award level-3-unit-01-understanding-the-principles-and-practices-of-assessment  Assessor Award-level-3-unit-02-assess-occupational-competence-in-the-work-environment  l2-nvq-cert-in-contact-centres-qualification-specification

The workshop has a worked example showing how to use the key assessment documents

Example Unit fromLevel 2 Call Centre Operations  Example Assessment Feedback and Action Plan 1  Example Assessment Feedback and Action Plan 2  Example Unit ERS sign off sheet

 

NCFE GuidanceThe Dream Assessor  NVQ Code of Practice

 

Written Questions Session 1 About Assessing NVQs

 

Fantastic news for people aged 24 and over - Low cost student loans now available!

If you are aged 24 plus (no upper limit on age) you can now get a government backed low cost student loan to cover the cost of your Level 3 or 4 qualification: 24+ Advanced Learning Loans are available now - pick your course from our course list and then check out the details on eligibility, repayment and then phone or email us to apply. The loan is not based on household income and there are no credit checks on applicants.

You only pay back the loan once you have completed your course and are earning over £21,000 a year, and you repay at 9% of your salary above £21,000 per year. See the government web site about  24+ Advanced Learning Loans for more information. We can offer this to up to 50 learners this academic year.

To apply for courses or for any qualifications questions contact Kate on 01227 738618 or 07802 250508 or email kate@cmcaustmarketing.co.uk

 


 

CMC Aust t/a CMC Aust Marketing                                                                                                                                                                                                                                                                                                                                                                                                                                   

1 Primrose Hill

Chartham Hatch

Canterbury                                                                                                                                                                                                                      

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01227 738618 /07802 250508

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