Can't find what your looking for?

Call us on +44 (0)1273 622272 or contact us.

Courses

showing {{courseLimit}} of {{(courses | filter:query).length}} results Show All

Hide All

Categories

showing {{courseLimit}} of {{(tags | filter:query).length}} results Show All

Hide All

theBLOG

Qualifying the Customer

Written by John A G Smith – Fri 07 Oct 2016

There are many techniques used to provide good customer service. Our blog writer John A G Smith is a fountain of knowledge and using his experience tells us about just one of these........ if you want to learn more enquire about one of our private customer service courses.

So there I was, stark naked, (it’s too late, you’ve got that image indelibly etched into your brain now so you may as well carry on reading), water running … and it was stone cold.

Man with bed head hair and a shocked face standing in a bathroom

Image by Joshua Rothhaas

No problem.  When you stay in ‘Business Hotels’ this is a familiar scenario.  Each morning, in a very short time span, a hundred business people arise from a hundred (or maybe fewer) beds and head for the showers.  The hot-water storage tank gives up its contents in short order and those at the back of queue, or the top of the building, go cold.  But good hotels, understanding this high demand, will have boilers that can cope so within a few minutes a heater with the power of a small thermonuclear device will restore the status quo and my day’s business will be back on track.......

Read More


Lead On

Written by John A G Smith – Fri 23 Sep 2016

Congratulations! You got the promotion, but do you want to be a good leader or a good manager? Leadership skills and Management Skills for New Managers are 2 of our most popular business courses designed to help you on your way.

But what is the difference between a Leader and a Manager? I hear you ask..... using social history our expert John A G Smith explains.......

Winston Churchill, Franklin D. Roosevelt and Josef Stalin at Yalta conference 1945 By U. S. Signal Corps - Library of Congress , Franklin D. Roosevelt Library & Museum

Read More


The One Constant .....Change!

Written by John A G Smith – Fri 26 Aug 2016

Every business needs to make changes but problems arise when there is no one in place to manage those changes...... our writer John A G Smith helps explain how important Change Management is:

Harry studied the paperwork for a few minutes and then looked up. 

“You’re absolutely right,” he said, “the change is essential and urgent.  I’ll give you access to the Live Library.  You and your team go ahead and build the change.  When you you’ve tested it I’ll give you the password and you can put it into live.”

I was stunned.  He was right about the urgency but this was way out of line.  Here I was, just a subcontractor, being given the keys to the kingdom.

“What about Change Management?” I asked.  “And doesn’t it have to go through the Change Advisory Board?  Doesn’t anyone have to sign it off?”

Traffic light tree

“Nah.”  He leaned back in his chair, legs straight and thrust his hands deep in his pockets.  “The problem here is that our systems are too dynamic.  We’ve got so many urgent changes going on that any sort of Change Management system will just get in the way.  It would slow the whole thing up and be too much of a drag on everything.”

Read More


What's the target?

Written by John A G Smith – Fri 12 Aug 2016

We are each set a myriad of targets throughout our lives, by ourselves and by others. How can a leader ensure that the right targets are set to achieve the best from their workers? Learn how to motivate your team and strengthen your techniques but joining one of our Leadership courses.

Line of ducks following each other

Leadership by Pedro  Ribeiro Simões

I was waiting for the Number 7 bus that would transport me in comfort to the delights of Brighton Marina when I noticed the sign on the side that proudly boasted, “Up to every 7 minutes” and this puzzled me.  A quick check on the timetable confirmed my suspicion that, in fact, seven minutes was the shortest time one would have to wait for this hybrid drive, low energy, environmentally friendly behemoth.

Now if someone promised to do a job, say clean your car, you might ask for an estimate of the price. 

“Up to seven quid, gov’nor,” he might proclaim so, on that basis, you give him the work. 

How would you feel if, job done, he now held out his mitt for a tenner?

Read More


To the edge - what's it all about?

Written by John A G Smith – Fri 05 Aug 2016

There are many different ways to manage something and the methodologies of PRINCE2®, Agile, SCRUM and ITIL® help. In this post our expert John A G Smith explains how a system or 2  can keep our world spinning on the correct axis!

It’s all about systems.  Whether you’re looking at something as small as an individual business task or as large as a whole company, they’re all systems.  We’re surrounded by the things.  We live on a planet within the solar system.  Our shower is supplied by a hot water system.  I’m writing this on a computer system.  Indeed we are each our own individual system: the human body.

Panel 6 Solar System

Image - Panel 6 Solar Systemm,  Ralph Buckley 

So what, I hear you say, is a system?  And what qualifies each mentioned above as one of them?

It is generally accepted that a system has five components: Inputs, outputs, processes, stores and a boundary.

Read More