Open Courses
These are suitable for individuals from any organisation. Many of our clients value the opportunity for their staff to train alongside people from different sectors and individuals often feel free to discuss difficult issues in this safe environment away from the workplace. This option also provides networking opportunities.
Our open course schedule is renewed every three months and it contains our most popular titles. The titles included may change from time to time, subject to demand. Please feel free to request an additional course - we'll try to help.
Download our current 'Open Course Schedule' and print out for your records.
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Tailored Courses
Marlagh Training offers a comprehensive list of courses which can be tailored to suit your needs. The optimum number of delegates is 8; however a larger number may be accommodated on certain courses. A smaller number of participants allows for more individual attention from our trainer and more time for practice.
Assertiveness
- Behaviour and Personality - types of behaviour
- Assertive rights and responsibilities
- Making, receiving and refusing requests
- Praise and Criticism - giving and receiving
- Alternative ways of being assertive
- How to handle other peoples' behaviour
Business writing - Letters, e-mail, Reports
- The ABC of writing - Accuracy, Brevity and Clarity
- Communicating through writing
- Clear structures for writing
- Writing to suit your purpose - persuade or inform
- Language - clear, simple and easy to read
- The Do's and Don'ts of layout and formatting
- Business writing etiquette in reports, letters, memos, faxes and e-mails
Brush up your Grammar
- All you wanted to know but were afraid to ask!
- Parts of speech and how to use them
- Sentence and paragraph construction
- Effective use of punctuation
Call Centre Skills
- How to enjoy your career in a call centre
- Telephone skills
- Handling difficult situations and customers
- Supervising and team management
- Time management and administration
Coaching
- Where is coaching relevant?
- Managing a coaching scheme - personal coaching skills
- The development process
- Assessing performance
- Support and Development
- Giving feedback - praise, criticism and comments
- Questioning and listening skills
- GROW
Communication skills
- Defining communication
- Words, Body Language and Tone
- Express rather than impress
- Introducing written communication
- Styles of communication - informing or persuading
- The impact of personality and behaviour on our communication
- Listening, questioning, reflecting, summarising
- The cycle of communication
Conflict Resolution
- Basic coaching skills
- Assertiveness
- Building esteem
- Using criticism to change behaviour
- Giving and receiving feedback
- Handling difficult situations and people
Customer care
- Telephone techniques
- The elements of good customer care
- Front of house
- Building rapport
- Internal customers
- Difficult customers
- Balancing all tasks
Diversity
- Diversity v Equality
- Legal matters
- Stereotyping and valuing differences
- Workplace strategies
- Body language and cultural differences
Effective Meetings - minutes, agendas, practical matters
- Understanding the need for a clear agenda
- Planning the meeting
- Methods for taking minutes
- Using clear language to get the message across
- Limiting AOB
- Dealing with heated situations
Efficient Reading
- Why can't we read faster and retain more?
- Physical and mental barriers
- Free rate reading and comprehension
- Note taking
- Skim and scan
- Reading faster for higher comprehension
Empowerment
- What is empowerment?
- Benefits and impact
- Where to start in your organisation
- Managing empowered people
- Delegation, questioning, listening, trust
- Team objectives, goals and targets
- Coaching, mentoring and development
- Small steps to achieve cultural change
Facilitation skills
- Managing group dynamics
- Developing the confidence of the individual and the group
- Encouraging participation
- Coping with friction
- Feedback skills
Influencing Skills
- Great Influences
- Influence and Power
- Persuasive presentations
- Upwards, downwards and sideways influence
- Influence for Problem Solving
Leadership Skills
- Leadership v Management
- Team Building
- Team Motivation, coaching and mentoring
- Delegation
- Setting Goals and achieving them
- The Individual, The Team and the Task
- Strategic planning - long term, short term
Mentoring
- Mentoring as a development tool
- Establishing and maintaining a mentoring scheme
- Internal v External Mentors
- Formal and Informal Mentoring schemes
- Communication in Mentoring
- Bridging the gap between potential and performance
Negotiation
- Negotiation Steps
- Setting the Bargaining Arena
- Communication in Negotiation
- Leverage, Information, Credibility and Judgment
- Signals, Options and Proposals
Networking
- How networks operate
- The advantages of being involved
- How to break in to a network without appearing 'pushy'
- Getting your point across
- Make the network work for you
- Dealing with rejection
Performance Management
- Why have appraisals
- The appraisal interview
- Giving feedback
- When things go wrong
- Motivating to perform
- Progression
Personal Development
- Self Awareness
- Career & Home Planning
- Goal setting & planning to achieve those goals
- Implementing the plan
- Skills Analysis & training & development plan
- Personal Effectiveness
- Rewards, Discipline and celebrations!
Presentation Skills
- Preparation; content, notes and handouts
- Delivery Techniques
- Interactive presentations
- Body Language
- Overcoming nerves
- Speaking without preparation
Proof Reading & Editing Skills
- Definition of proof reading and editing
- Establishing and working to a house style
- Appropriate layouts for reports; press releases etc
- Grammar, punctuation and spelling
- Proof reading symbols
- Editing and proof reading practice
Problem Solving Skills
- Levels of competence
- Brainstorming - taking part
- Brainstorming - facilitating
- Creativity in problem solving
- Rational & Hunch problem solving
- Evaluation
Public Speaking
Helping anyone involved in public speaking to-
- Engage the audience
- Make memorable speeches
- Use humour to good effect
Sales Skills
- Selling Structure
- Communication Skills
- Listening Skills
- Telephone Technique
- Introduction to Negotiation
- Closing Techniques
Selection And Interviewing
- Recruitment methods
- Planning for the post: job description, personality profile, advert
- Preparation for interview
- Interview skills; first impressions, questioning, listening, reflecting
- Note Making
- Equality issues
- After the interview, deciding and notifying the applicants
- Induction training
Stress
- What is stress?
- Signs of Stress
- Sources & Impact of stress
- Approaches to coping with stress
- Assessment of your stress levels
Study Skills
- Reading for study
- Stress Management in study
- Note Making and Note Taking
- Memory Development
- Self motivation in study
- Time management in Study
- Environment
Team Briefing
- Helping both experienced and inexperienced delegates to the importance of developing and maintaining a team briefing system
- How to design and deliver the formal team talk
- Make team briefs more dynamic to motivate others
- Deal with contentious issues during team briefs
Team Building
- Building a team from scratch - Selection and Interviewing
- Taking over an existing team
- Developing your own team
- Team Dynamics; forming, storming, norming & performing
- Achieving the Task & building Team Spirit
- Motivation
- Feedback
- Succession Planning
- Handling conflict within the team
- Making the most of Team Meetings
Team Working
- Team Dynamics; forming, storming, norming & performing
- Goal Setting and objectives
- Handling conflict within the team
- Self managed teams - empowerment
- Taking part in team meetings
Telephone Sales Skills
- Telephone Techniques
- Communication by telephone, fax & email
- Inbound & Outbound telephone sales
- Proactive Selling
- Selling steps
- Customer Service in telephone sales
Telephone Skills
- Communication by telephone, fax & email
- Telephone Techniques
- Combining telephone working with computer input
- Reception and telephonist skills
- Standards for receiving and making calls
- Call Screening
- Working in a reactive role
Time Management
- Fire Fighting v Fire Prevention
- Planning, Setting up systems and sticking to them!
- Time Wasters & Prioritising
- Prime Time
- Delegation
- Handling Procrastination
- Making Meetings a good use of time
- Hints & Tips on time saving & time spending
Train the Trainer
- Training Needs Analysis
- Learning Styles
- Role of the trainer
- Communication in training
- Types of training & Development
- Use of Visual Aids
- Listening
- Evaluation of training
- 4 point plan for training and instructing
Comments on Appraisal Skills
Health and safety manager“The course was very informative and just the right length. Use of props, examples etc very good. I feel that the training will be of great benefit to me and I learned a lot.”
Project manager“Probably the best course in terms of content and trainer I have attended.”