Influence in Action Training Course

Purpose of the Course

This training is designed for team leaders and managers who are at the beginning of their career paths, as well as high-potential employees selected for professional development. It serves as a foundation for cultivating individual leadership capabilities and advancing human resource management competencies.

Benefits of Course Completion

Participants will enhance team management efficiency, improve decision-making processes related to managerial functions, and learn to adapt leadership styles to specific team situations. The course also fosters business growth, strengthens conflict resolution skills, and develops effective time management techniques.

Training Methodology

The program utilizes a mix of short thematic lectures, individual exercises, simulations, case studies, and role-playing scenarios.

This course is designed to enhance the public speaking abilities of participants through practical exercises grounded in relevant theoretical frameworks.

It is suitable for a wide audience, with a particular focus on conference speakers and those who frequently present during team meetings.

This course is designed to enhance the PowerPoint competencies of participants through a blend of hands-on exercises and supporting theoretical concepts. It is suitable for all levels, with a particular focus on professional presentation designers, as well as conference speakers and those who present in team meetings.

A robust customer care strategy is pivotal in fostering customer satisfaction, retaining loyal clients, and boosting repeat business. Through superior service, you earn client trust, elevate the company’s image, and strengthen its competitive market position. This course emphasizes the strategies and skills necessary to build lifelong customer relationships by developing valuable and effective care approaches. Satisfied customers often become voluntary ambassadors for your brand through word-of-mouth, significantly increasing the likelihood of referrals. This workshop also equips participants with the ability to communicate effectively, appropriately, and clearly across all scenarios.

OBJECTIVES

• Developing competencies in professional customer care
• Enhancing the efficiency of customer communication
• Gaining knowledge on how to uncover underlying customer needs and expectations
• Building strong, sustainable relationships with clients
• Expanding the company’s positive image in the market
• Identifying, reducing, and overcoming objections and barriers
• Understanding personalities and communication preferences when interacting with clients
• Establishing the ability to create an open environment for communication
• Developing skills to communicate clearly and effectively
• Identifying barriers to effective communication
• Mastering body language and non-verbal communication

METHODS

• Role-playing
• Self-assessment tests
• Group exercises
• Individual work
• Practice sessions
• Lectures
• Discussions

LEARNING OUTCOMES

Upon completing this course, participants will be able to:

• Adopt a focused customer care strategy
• Identify key customer issues
• Build the professional image of the company
• Adapt to specific customer behavior styles
• Increase customer loyalty through exceptional service
• Develop communication abilities with clients
• Use techniques to build relationships
• Develop a personal action plan to improve customer service skills
• Show gestures of generosity and high-quality customer care
• Use techniques to deal with difficult situations
• Recognize barriers to delivering outstanding customer service

A Customer Care Course is designed to educate participants on the fundamentals of providing exceptional service and care to customers. It focuses on treating customers with respect and kindness, building an emotional connection, and ensuring their satisfaction and loyalty. These courses cover a range of topics, including communication skills, time management, de-escalation techniques, and industry best practices. Through real-life examples and practical exercises, learners gain insights into effectively handling customer inquiries, complaints, and feedback. The aim is to equip individuals with the necessary skills to deliver professional, helpful, and high-quality service across various customer interaction points, enhancing the overall customer experience.

This instructor-led live training in Italy (online or onsite) is aimed at team leaders and members who wish to use PRISM Brain Mapping to discover the strengths, needs, and motivators of team members and learn how to manage diversity more effectively.

By the end of this training, participants will be able to:

• Obtain a strengthened understanding among team members through better knowledge of their behavior preferences and communication, strengths, needs, and work motivators.
• Discovery of team strengths and how to utilize them to increase efficiency in achieving goals.
• Find solutions to cooperation challenges, enabling the team to work more effectively.
• Increase job satisfaction for team members through analysis of how each can better utilize their strengths, and potential, and minimize stress factors at work.
• Have more effective diversity management in the team and better task alignment to people through discovering team members' strengths, preferences, and motivators and discussing individual employee reports.
• Have a better understanding of the management style of the leader through discovering their leadership profile and its impact on the team.

This instructor-led, live training in Italy (online or onsite) is designed for hospitality staff at the beginner to intermediate level who wish to improve their skills in delivering excellent service.

By the conclusion of this training, participants will be able to:

• Develop knowledge and skills in formal etiquette, concentrating on hosting, dining, and serving.
• Grasp serving protocols and the rationale behind them, enabling staff to implement these guidelines proficiently.
• Enhance the quality of customer service and bolster communication and interpersonal skills for improved guest interaction.
• Understand various cultural etiquettes and sensitivities, ensuring respectful and appropriate service for all guests.
• Manage unexpected situations and guest requests professionally and efficiently.

Target Audience

Managers and Team Leaders who need to have a comprehensive understanding of the challenges related to managing and developing their personnel, including both direct and indirect reports.

Course Format

The course features a highly interactive mix of:

• Guided Discussions
• Slide Presentations
• Practical Exercises and Case Studies

By the end of the course, participants will be able to:

• Distinguish between the skills required for managing versus those for leading
• Foster their team for maximum effectiveness
• Demonstrate best practices for driving change within their department
• Improve the management of staff performance
• Negotiate preferred outcomes successfully
• Explain how to handle difficult situations that may arise in the workplace

Audience

This course is designed for staff members who need to gain comprehensive insight into the issues surrounding People and Team Management for the following groups:

• Themselves
• Their colleagues (peers)
• Their superiors
• Their team members
• Their internal and external customers and stakeholders

Course Format

The course features a highly interactive mix of:

• Facilitated Discussions
• Slide Presentations
• Practical Exercises and
• Case Studies

By the end of the course, delegates will be able to:

• Recognize the importance of managing their own behaviour before they can effectively influence the behaviour of others
• Understand the strengths and weaknesses of the various communication media available
• Appreciate how to manage, motivate, and develop their team members
• Manage their internal and external customers and stakeholders
• Explain how to handle difficult situations that may arise in the workplace

This instructor-led, live training in Italy (online or onsite) is designed for team members and leaders who wish to learn and apply team collaboration principles and best practices within their groups.

By the end of this training, participants will be able to:

• Establish a shared direction to define collective vision, mission, and goals.
• Cultivate a culture of collaboration to promote positive values and motivate teams.
• Engage teams through team building exercises, innovation, and conflict management to enhance cooperation.
• Evaluate team collaboration performance to analyze teamwork and productivity.

This instructor-led, live training in Italy (online or onsite) is aimed at beginner-level team leaders and managers who wish to understand and leverage personality types to build stronger team cohesion, enhance communication, and manage team dynamics effectively.

By the end of this training, participants will be able to:

• Strengthen team cohesion through understanding and leveraging different personality types.
• Manage diverse personalities effectively.
• Enhance team communication and conflict management.
• Foster psychological safety and team identity.

This instructor-led, live training in Italy (online or onsite) is designed for team leaders and members who wish to improve their communication, collaboration, and interpersonal dynamics. By following a series of practical exercises, teams can enhance these skills, leading to increased productivity and a more positive work experience.

By the end of this training, participants will be able to:

• Identify and address common problems in how they communicate and respond to others at work.
• Improve the efficiency with which work is carried out as a team.
• Understand the individual as well as the collective needs of a team so as to better manage and direct their efforts.
• Understand the meaning and importance of emotional intelligence as an indicator and guide to improve human relations at work.

Our services are delivered online to clients worldwide in collaboration with a growing international partner network. Our transformational 10-week, group-based learning programmes are designed to inspire and empower managers, hosted by expert facilitators and coaches, and conveniently delivered online within the normal flow of work…

By the end of this training, participants will have developed the following skills:

EMOTIONAL INTELLIGENCE
Teams are only as strong as the human relationships that exist between people.

COACHING
Essential skills for leaders to be influential and bring out the best in their people.

LEADERSHIP
Management focuses on tasks and processes. Leadership focuses on people and growth.

CULTURE
Sustained engagement builds the habits and norms of a high-performing team.

TEAMS
A group of individuals is not a team. Effective leaders build great teams.

This instructor-led, live training in Italy (online or onsite) is aimed at participants at all levels, including employees, team leaders, and HR professionals, who wish to understand workplace harassment, prevent it, and foster an inclusive and respectful workplace culture.

By the end of this training, participants will be able to:

• Understand what constitutes workplace harassment and its various forms.
• Identify behaviors that contribute to a respectful workplace.
• Respond effectively to harassment incidents.
• Recognize the legal and organizational policies surrounding harassment prevention.
• Promote a positive, inclusive, and respectful workplace culture.

The training 'Generational Differences in Management: Employees of Generations XYZ. How to Function with Them' is directed towards team leaders, offering knowledge and skills in the area of communication and motivation of employees from Generations X, Y, and Z. Relying on an interactive methodology, the course emphasizes practical exercises and mini-lectures, enabling effective assimilation of skills necessary for managing a team in an environment diverse in terms of generational differences.