Silicon Beach Training – Management & Leadership Training

This intensive three-day Business Process & Change Management training course focuses on the essential skills business people require to analyse and improve or redesign their processes and manage the people change process.

• Develop a business process strategy to meet stakeholder needs.
• Analyse, improve, design and develop processes to meet stakeholder needs.
• Align technology, organisation, and facilities with the business process strategy and design.
• Apply their knowledge to manage process projects effectively.
• Identify, clarify and manage business benefits arising from process change.
• Discuss the fundamental challenges in getting people to change and for that change to be sustained.
• Understand and be able to apply the key steps required to successfully manage people change.
• Establish appropriate governance structures for process and people change.

Managing a call centre effectively is as much of an art as it is a skill. This foundation Call Centre Management course gives you an opportunity to look at the best use of resources, understanding reports and planning for future activity. We look at how to keep your team motivated, well trained and able to contribute towards the success of the overall operation. We review the effective running this key department within a customer focused environment while both providing quality service and increasing revenue.

At the end of this sessions delegates will be able demonstrate a better understanding of how to:

• Plan an effective use of resources within a call centre
• Use busy times and quiet times to achieve best performance
• Develop and motivate a call centre team
• Get the most out of call monitoring technology and prepare effective management reports
• React to and plan for operational bottlenecks
• Give meaningful feedback to call-centre agents and set achievable goals and targets
• Provide effective support and develop the management skills of Team Leaders, Lead Agents and Supervisors

Businesses often recognise the challenge of getting people to change shortly after implementation has started. The new approach is expected to go in unopposed but when the welcome mat doesn't appear the project team scrambles to do some patch up communication – often with poor results. But despite this reality there is still a bias against investing in change management activities because they aren't seen as a prime objective for the project or programme.

Managing people change is a critical skill in today's world of rapid and continuous change. This Change Management training course provides both the critical skills and a framework for the successful management of people change.

Coaching Training develops one of the most effective methods of enhancing performance. It involves deliberate and specific activities that are designed to help people develop their skills by learning on the job. A good coach leads highly productive teams who are keen to learn new skills and as a result significantly increase the cost effectiveness and efficiency of their department/ organisation.

This Coaching & Mentoring training course provides guidance on the planning and delivery of coaching and its application and effectiveness within a variety of workplace environments. Delegates benefit from practice and feedback that is geared to develop skills and build confidence in a supportive environment.

This Positive Communication & Interpersonal Skills training course is designed for managers and senior managers who wish to increase their self awareness and improve the way they relate to others in order to work more effectively and to sustain high quality working relationships.

The positive communication & interpersonal skills training course addresses the underlying attitudes, which form a manager's interpersonal skills. Participants will learn how to shift unhelpful attitudes and experience ways of expressing themselves more fully and effectively at work.

Conflict can have a positive effect, but left unchecked, the dangerous results of conflict can include damaged relationships, destroyed creativity and productivity, lost commitment and wasted resources.

By taking a number of conflict management tools, techniques and theories and putting them into practical situations, this course aims to turn conflict into a productive force.

After completing this course, delegates will be able to:

• identify exactly what conflict is, why it arises and how it can be utilised for maximum benefit
• recognise the various stages of conflict and preventing them from escalating
• deal with conflict with a greater awareness of the conflict management style of themselves and others
• utilise a variety of methods for managing conflict successfully
• invest less time and energy in conflict and creating more productive relationships with others

Producing a forecasted plan of future demand is not just a science, it is an art.

This Demand Management course is designed to introduce the key concepts and core requirements needed to enable a business to compile a robust business plan.

This introduction to Demand Management and Planning course will provide participants with the tools to map a process that will best suit their business, the disciplines required to enable the process and advice on appropriate key performance indicators.

Having completed this introduction to demand planning course, participants will be able to:

• Identify the factors that influence demand
• Identify influences on demand and where it originates
• Recognise the benefits of a robust forecasting process and the ingredients required
• Understand skills and competency requirements and the need to define clear roles and responsibilities
• Identify how the demand plan is best integrated into the business plan
• Identify how to implement the demand planning process and an awareness of potential obstacles and barriers
• Understand the requirements for a practical approach to demand planning
• Identify meaningful measures for the process

This ITIL Service Management training course is designed to prepare delegates to sit the ISEB Foundation Certificate examination, a one-hour, multiple-choice paper, which is available both on-line, through Prometric, or in written format.

Many IT Service Departments have embarked upon a campaign to establish a professional "best practice" culture. The education process for this started at the top of the organisation as is quite normal. Having established the framework with senior management the next logical step is to gain the commitment of the operational staff of the relevant IS/IT functions.

This Key Management Skills training course is designed for newly appointed and/or existing managers who have received no or little formal management training to help them perform effectively within the role.

The 3 day management skills training course is highly-interactive and provides an excellent coverage of the essential knowledge, skills and techniques for success as a manager.

The more leadership styles you have, the more situations you can handle. This 2-day Leadership training course increases your awareness of your current leadership style and abilities. You will also appreciate the impact your leadership style has on those who work with you. The course then provides you with a tool-kit of ideas to increase your leadership skills back in the workplace.

This Leadership Skills training course is designed to help all managers and leaders develop the essential skills to influence and motivate your staff to achieve exceptional performance.

The move from completing your own personal tasks to managing the workload of others can often be a daunting one. This 2 day Management Skills for New Managers training course gives a thorough overview of the new skills and techniques you will need to master in order to succeed as a New Manager.

The 3 day management skills training course is highly-interactive and provides an excellent coverage of the essential knowledge, skills and techniques for success as a manager.

This intensive and highly interactive Negotiation Skills training course focuses on providing a measurable improvement in the negotiating performance of all participants.

Throughout the Negotiation Skills training course you will participate in sessions, review other delegates and work with the trainer to evaluate your own negotiation performance. Emphasis will be placed on practice rather than theory.

Delegates will learn the skills to negotiate in order to avoid conflict, enable and facilitate decisions and to confidently reach win/wins with others.

Quality is of paramount importance to the success of all organisations.

This Quality Management course is designed for all those who have a responsibility for maintaining and improving quality. The focus is on the practical application of the underlying principles of quality – how to define it, how to measure it and how to continuously improve.

At the end of the course participants will be able to:

• State 3 working definitions of quality
• Describe how to set standards to define quality
• Specify a process and how to control it
• List 3 practical means of measuring quality
• Discuss the concept and application of quality assurance

The importance of risk management can hardly be overstated. Awareness of risk has increased as we currently live in a less stable economic and political environment. The purpose of this risk management training course is to provide managers with a solid understanding of business risk and how to manage it.

This Risk Management training course looks at risk from different perspectives and analyses the possibilities for managing it in each situation. The course focuses primarily on operational, project, and reputational risk management.

This Strategy Planning into Action training course is the key to bringing to life any strategic business plan to create a clear direction and purpose that is translated into individual actions.

• Direction/Purpose/goals agreed
• Strategies understood and translated into actions
• People have a sense of passion and commitment to deliver

Most companies often miss these vital ingredients and great strategies often fail.

The Supply Chain is the backbone of any organization. A well managed Supply Chain is critical for a business to be successful.

This Supply Chain Management course is designed to introduce the key concepts and core requirements needed to enable a business to organize and run an efficient Supply Chain.

This introduction to Supply Chain Management course will provide participants with the tools to map a process that will best suit their business, the disciplines required to enable the process and advice on appropriate key performance indicators.

People perform at their best when they are committed to an effective leader, within a happy and co-operative environment.

This Team Building training course is designed for those who need to build, develop and motivate teams and create an atmosphere of understanding and co-operation.

Team leaders work as part of the team but are expected to divide their time between completing their own tasks and supervising other team members.

This Team Leadership training course covers the key skills necessary for team members to become team leaders. It is ideal for recently promoted Team Leaders or those who have not had formal training.

In order to achieve the very highest standards of quality and customer satisfaction it is necessary to embed quality right across the organisation, in everything it does and with all staff. This is the underlying philosophy of Total Quality Management. This course provides a comprehensive look at Total Quality Management, what it is, how it can be used in all organisations and what the benefits are.

At the end of the Total Quality Management course participants will be able to:

• Discuss the concept of Total Quality Management
• Apply the ideas of Total Quality Management to their organisation
• Identify useful quality improvement techniques
• Describe how Total Quality Management can be introduced into their place of work