Management & Leadership


An introduction to the principles of assertiveness, participants will look at how using assertiveness positively in the most appropriate situations at work can increase their effectiveness and productivity and can help them to gain control of their daily activities. Appreciating the links between assertiveness, self-esteem & confidence and understanding how to develop them.

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

  • Understand the power & benefits of adopting assertive behaviour
  • Reflect on own experiences & feelings when non-assertive behaviour was applied
  • Define the differences between assertive, aggressive & passive behavioural styles
  • Apply techniques and demonstrate confidence when faced with a situation requiring assertive behaviour


For those wanting to get the best out of their meetings and to improve their confidence and ability when chairing meetings, this practical course will provide participants with the essential skills and techniques to run concise, structured and meaningful meetings.

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

  • Describe how to plan and prepare for an effective meeting
  • Understand the role & responsibilities of the Chair & other members
  • Identify how to lead, facilitate & summarise
  • Understand and use assertive communication
  • Develop a Personal Action Plan to improve your chairing & meeting skills


To communicate with staff, Managers take on an essential responsibility for communication. Particularly with the pace of change, it is more important than ever to keep employees informed of what’s going on. In performing the informational role, managers are essentially two-way information conduits and it is important that they keep employees informed of all things that affect their work and provide information to their organisation (and, often, outside their organisation) about what the team is doing.

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

  • Outline the stages in the communication process
  • Identify the importance of effective communication at work & the effects of poor communication
  • Identify barriers to communication in the workplace and describe how these can be overcome
  • Explain how non-verbal communication can influence others
  • Briefly explain how to use feedback to check the effectiveness of communication
  • Understand the significance of active listening skills; non-verbal communication & body language


For all employees who want to deliver presentations more effectively and more confidently. This course will show how to overcome presentation fears and deliver with greater confidence and professionalism.

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

  • Be able to prepare to present with confidence
  • Describe how to plan and prepare effective presentations
  • Identify the structure of effective presentations
  • Be able to deliver presentations with impact
  • Develop a Personal Action Plan to improve presentation skills


Through group work, participants will learn how to resolve conflict & manage ‘difficult’ staff. Participants will identify the causes, explain the effects and identify techniques to resolve the issues, including ensuring Managers feel empowered to tackle difficult or sensitive issues with staff in a non-confrontational, but effective way.

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

  • Identify what makes someone difficult?
  • Identify the different types of ‘difficult’ staff
  • How do I handle a ‘difficult’ member of staff?
  • How do I challenge and frame a conversation with a ‘difficult’ member of staff?
  • Developing confidence & ability in dealing with ‘difficult’ staff