1. Induction is the first real experience of your company after the initial interview - an opportunity to “Win Hearts and Minds” or if done badly to get your new starters questioning their wisdom to join your organisation!!
2. The average cost of recruiting a member of staff is estimated to be £1000 so it is important to avoid the need to do this twice – a good induction will help protect your investment!
3. Headfirst offer a range of solutions to help you develop a quality induction that reflects positively on you and your company  - from full blown investigation, design and delivery to expert consultation.

1. A two day programme providing practice in communication, the bedrock of management
2. This provides participants with communication “know how” for great listening, questioning and feedback
3. “Think before you speak” – delegates will explore how our mindsets (thinking) influence what we do and what we notice in an engaging and interactive way.

1. You know your job inside out but need to train your team to the same high standards – if so, this one day programme is for you
2. Take away a process to help transfer your “know how” into a training programme that any individual can understand
3. Top tips include how to relax your trainee, how to listen better, how to ask the right questions and even how to read the mind of your trainee using body language!

1. A one day programme to help develop a practical strategy for building your business through great customer service
2. Delegates explore techniques and examples that encourage customers to return and ways of giving you the edge over your competition such as the ability to “step into the customer’s shoes”
3. What’s the £££s cost of customer dis-satisfaction? Don’t know, then come along and find out! Once you know the cost you’ll see the need for recovering unhappy customers and we’ll provide you with a way to do it!!
   

1. This one day programme keeps the focus on the customer but homes in on the crucial role of time management to help deliver customer delight!
2. Delegates take away techniques and handouts to get clear on what they are aiming to achieve, how to write SMART objectives (Specific, Measurable, Achievable, Relevant, Timed) and prioritise tasks
3. They also benchmark their performance using a Time Management Questionnaire
4. Delegates take their new skills into a real life environment during the afternoon and develop a prioritised plan of action to meet the needs of the customer

1. This two day practical programme develops confidence and competence when managing the performance of your staff.
2. It offers a wide range of flexible techniques to maximise the productivity and motivation of your people.
3. Developing a network of your own internal coaches means you can place back into the hands of the Line Manager the responsibility (but more importantly the ABILITY) to continuously develop their staff.

1. A one day programme covering more advanced time management techniques
2. Advanced techniques include awareness of when you are at your best, how to become more proactive and less reactive and how to increase your circle of influence.
3. The afternoon sees the practical application – in teams, delegates practice their skills in the workplace to develop a prioritised plan of action which focuses on the needs of the customer. Actions are compared and a lively discussion ensures delegates learn from each other’s approach.

1. A one day programme with more ideas on how to generate a culture of great customer service plus how to handle customer complaints in a way that  turns them from problem into business benefit
2. Complaints handled well result in these customers becoming even more loyal to your business – they will tell up to 20 people of their positive experience, so this is why complaints can be turned to your advantage
3. Skills developed include mindsets (thinking) that make a difference to complaint handling, assertiveness and a simple model that brings alive the need for continuous improvement to avoid being overtaken by the competition.

1. “If you had to identify, in one word, the reason why the human race has not achieved, and never will achieve, its full potential, that word would be ‘meetings’ ” Dave Barry        Strong words about the impact of meetings but the reality is that they are part of everyday business life and when handled well are of great benefit to any organisation.
2. This one day programme develops the key skills needed to plan and run great meetings. It also ensures that delegates consider how to follow-up after meetings.
3. Handouts to take away include a methodology for planning your meeting, a simple questionnaire to assess your skill at chairing meetings, a checklist for considering who should attend and top tips on chairing meetings and keeping them on track.
4. There will also be an opportunity to practise running a brief meeting and receive quality feedback on your approach.

1. Many managers claim that handling grievances and disciplinary interviews is the scariest part of their job.  They do not feel confident as they believe that there is so much that could go wrong. Their confidence and knowledge is transformed after this two day programme.
2. We update and inform managers about how to abide by the employment law that is relevant to their industry sector in a lively and interactive way.
3. We provide plenty of chances to practice the skills needed to carry out effective and well executed disciplinary and grievance interviews and we even produce a guidance pack to assist managers back in the workplace.

1. As you progress in management the necessity to deliver persuasive and professional presentations becomes increasingly important. This is the focus of our one day programme.
2. We cover the key requirements of making great presentations and introduce you to innovative ways of using language and body language to make your presentations have greater impact.
3. You get the chance to receive a wealth of useful feedback about how you come across when you are presenting to enable you to correct bad habits and improve your performance.

1. This one day programme develops the commercial awareness of managers in order to enable them to make more informed business decisions.
2. It makes the task of interpreting and analysing financial data much easier and develops creativity when identifying business opportunities.
3. If you don’t want to be left behind the competition then this course makes a leap in the right direction.

 Creative Problem Solving

1. It is rare, these days, to find managers who have experienced managing a high performing team due to the huge amount of change we deal with in work today.
2. This one day programme helps you to be really clear about what a high performing team is capable of and identifies what you can do to accelerate the natural development of your team.
3. We use a great team development questionnaire to pinpoint how well your team is currently performing and develop a tailored action plan for you to make it even better.

1. Your chances of success at managing conflicts well are highly dependant on how you manage your people before the conflict has arisen.  During this one day programme we help you to create a climate where conflict offers a positive business outcome.
2. You will understand your preferred conflict handling styles and learn alternative approaches to give you a greater chance to resolve conflicts well.
3. You will identify the mental blocks you have in handling conflict appropriately and start working on overcoming these.

1. Coaching focuses on the needs of the individual - their aspirations, their problems, their business targets. The agenda is jointly created to meet their needs. Individuals, alongside their Line Manager, choose the most appropriate length of each session and can opt for face to face or telephone coaching.
2. Coaching works - an Industrial Society survey found that typically a massive 87% of skills developed during coaching sessions were used when going back to work. This is not surprising due to the highly tailored nature of coaching.
3. We offer a variety of tools to help clients discover more about how and why they operate in the way they do, for example using the Myers-Briggs Type Indicator® (MBTI®) and the Good Boss Questionnaire. Specific skills input to meet individual development needs ensures they are implemented back in the workplace with both customers and colleagues.

1. We provide a series of coaching sessions lasting from 2 hours to a full day that provide deep insight into the way you work.
2. Our clients have found that coaching provides intensive focus on the development needs of senior management and works flexibly around busy schedules.
3. Coaching penetrates to the heart of what is blocking optimum effectiveness and enables people to identify, break down and remove their barriers to greater success.

1. Our skilled facilitators have extensive business experience in order to provide the processes necessary to develop the strategic direction of your organisation.
2. Your top team will be exposed to the methodologies used by multinational organisations to guide your business development planning.
3. We also provide the skills necessary to make more effective strategic decisions.

1. All teams, no matter at what level they are operating, can benefit greatly from a fresh pair of eyes to identify how they could function more effectively.
2. We support teams to work on their cohesion and turn the harmful effects of underlying conflicts into a united team with a clear set of goals to achieve.
3. Keeping ahead of the competition requires continual development and our programmes enable top teams to avoid the complacency trap.