Kreative Kaizen’s Short Courses are high quality, flexible, fully customisable, face-to-face workshops that focus on developing your workforce, improving your organisational systems and processes and building your business.

Kreative Kaizen uses a unique blend of accelerated learning techniques that engage and motivate your team through interactive learning sessions that maximise workplace learning and productivity.

Kreative Kaizen provides quality learning solutions for your organisation with minimal interruption to your business.  They are an extremely cost effective investment offering outstanding value.

These short courses can be customised to your needs, from 2 hour workshops to full days and can be delivered to small groups of 10 or to large audiences.

Communication Courses

These courses will equip you with the skills to listen effectively, provide constructive feedback and communicate with confidence, and will benefit anyone who wishes to attain a higher professional level of communication skills.

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Understand the advantages and disadvantages of the different methods of communication available

Know why choosing the correct method of communication for the message is vitally important

Know why communication breaks down, and the skills required to ensure communication is effective

Be able to demonstrate reactions and behaviours associated with communication.

Being assertive is the ability to communicate your opinions, needs and ideas in a confident and direct manner.   Many people confuse assertiveness and aggression, believing they are the same, but there are some important differences between them. Learn how to use your body language, language and interactions with others to drive different behaviours.

Recognise the importance of effective communication in various situations
Improve your interpersonal skills by understanding different personalities and their preferred communication styles

Identify listening as an active, constructive process and effectively practice active listening

Use positive statements to lead people towards positive actions

When we deal with difficult people we often react out of habit and get the same results. We may find ourselves either shouting back at them or saying nothing – knowing that both are not the best way of dealing with it. Learn useful strategies for dealing with difficult people and conflict resolution.

Are your employee’s telephone skills portraying the right image for your organisation? Great telephone skills are the building blocks of every organisation. Many of the important experiences that your existing, new and potential customers have are based upon the level of customer service they are receiving from your employees whilst on the phone. Employees that can use their telephone skills to effectively deliver excellent service will grow and maintain a thriving business. Learn the skills you need to be a Super User!

Service Courses

Excellence in client service is a key determinant for business success, especially in today’s fast changing market place. These Customer Service Short Courses will provide participants with the knowledge and skills required to ensure that products and services are delivered and maintained to the standards your customers have come to expect. It will also provide participants with techniques essential for dealing with complaints and difficult situations whilst maintaining a strong focus on customer satisfaction.

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Learn the importance of:

Why Customer Service Matters

Knowing who your customers are

How to put customers first

Delivering great (not good) service

Taking responsibility

Effective customer communications

Be able to demonstrate reactions and behaviours associated with communication.

Are your employee’s telephone skills portraying the right image for your organisation? Great telephone skills are the building blocks of every organisation. Many of the important experiences that your existing, new and potential customers have are based upon the level of customer service they are receiving from your employees whilst on the phone. Employees that can use their telephone skills to effectively deliver excellent service will grow and maintain a thriving business. Learn the skills you need to be a Super User!

Personal awareness of behaviours

Increased awareness of why customers are difficult

Understand your professional role in a ‘difficult situation’

Recognition of the “signals” which may lead to a confrontational situation

Knowledge of a range of positive verbal and non-verbal communication techniques to alleviate and avert ‘difficult’ situations

Development of a personal strategy to anticipate and deal with conflict situations

people towards positive actions

Complaints are an important way for the management of an organisation to be accountable, as well as providing valuable prompts to review organisational performance and the conduct of people that work within and for it. Learn how to resolve issues raised by a person who is dissatisfied in a timely and cost-effective way and provide information that can lead to improvements in service delivery. A good complaints system can improve the reputation of an organisation and strengthen confidence in their services

Each person has habits that are unique to his or her way of perceiving the world and of interacting with it. These habits, or patterns, generally fall into categories that are known as “interpersonal style.”

Learn how to recognise the patterns of behaviour that makes up your style, and learn to recognise interpersonal styles in others

Demonstrate an increased understanding and awareness what negotiation is

Identify through group and individual activities the skills knowledge and understanding necessary to be an effective negotiator whilst developing your own negotiating skills

Develop general strategies for Successful Negotiation

Produce win-win resolutions for all parties

Identify your own negotiation style and its potential strengths and weaknesses

Change Management Courses

Ongoing change is an essential component of business in order to remain competitive. One of the attributes of a successful leader today is the capability to lead teams through change processes in order to deliver stronger business outcomes.  Change management requires the change leader to understand the motivational triggers for each team member and to be flexible and creative in satisfying these motivations so that a positive outcome is achieved for all parties.

These Change Management Short Courses will equip you with techniques that will enable successful change.

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How do we react to change?

What is change?

Preparing for changes ahead

Make it happen

How to succeed

Be able to describe to people why change is necessary

Understand why people react the way they do to change

Be able to demonstrate the use of a range of tools to manage change effectively

Understand how to make change sticker!

What is Stress?

Understanding Stress

The Effects of Stress

Personality Types

Organisational and Personal Factors

Personal Action Planning

Identify the problems of poor time management

Recognise the principles that enable good time management

Recognise your own time style and that of others and have strategies that work for you not against you

Review the tools and techniques that can be employed and discuss the appropriateness of each in relation to one’s own work place

Produce an action plan to implement skills learnt

Managing & Leading People Courses

These Leadership Short Courses are for business leaders who have a team or organisation to lead and inspire. Develop your understanding and skill in carrying yourself like a leader, in sounding like a leader, and in crafting and delivering simple messages. You’ll gain leader identity development and visual, vocal, verbal and think-on-your-feet skills to inspire your people to take action.

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Be able to recognise Aggressive, Passive and Assertive behaviour

Understand where being assertive fits into your basic rights

Be able to apply the skills necessary to be more assertive

Be able to deal with others who are displaying aggressive or passive behaviour

Understand what effective delegation is

Know when to delegate work to save time and develop others

Be able to use an effective approach to ensure successful delegation

Know how to overcome barriers to effective delegation

Be able to demonstrate the skills necessary to delegate effectively

Personal awareness of behaviours

Increased awareness of why customers are difficult

Understand your professional role in a ‘difficult situation’

Recognition of the “signals” which may lead to a confrontational situation

Knowledge of a range of positive verbal and non-verbal communication techniques to alleviate and avert ‘difficult’ situations

Development of a personal strategy to anticipate and deal with conflict situations

Emotional self-awareness – recognise your feelings

Emotional management – the 5 step freeze-frame technique

Self-motivation

Get a grip on anger

Assessing and developing your emotional intelligence

Understand why and when you will need to influence

Be able to effectively prepare to influence using a 5 step model

Be able to use a range of influencing approaches to gain agreement

Have a range of tools to use during the influencing process

Be able to overcome resistance to your proposals both during and before you influence

Each person has habits that are unique to his or her way of perceiving the world and of interacting with it. These habits, or patterns, generally fall into categories that are known as “interpersonal style.”

Learn how to recognise the patterns of behaviour that makes up your style, and learn to recognise interpersonal styles in others

Exploring and understanding the roles

Understand the theory behind the practice

Identify the key responsibilities

Identify the key skills and qualities

Identify management styles and application of these in different situations

Understand the benefits of knowing the basics of leadership

Be able to describe the differences between managers and leaders

Know the 8 functions of an effective leader

Be able to demonstrate the use of a range of leadership approaches to use in a variety of situations

Gain insight into how to maximise your and other peoples time

Understand some rules about chairing meetings effectively

Improve skills of meeting organisation

Improve skills in handling difficult people in a meeting situation

Demonstrate an increased understanding and awareness what negotiation is

Identify through group and individual activities the skills knowledge and understanding necessary to be an effective negotiator whilst developing your own negotiating skills

Develop general strategies for Successful Negotiation

Produce win-win resolutions for all parties

Identify your own negotiation style and its potential strengths and weaknesses

Identify the purpose and benefit of managing performance for the individual for the manager and the organisation

Identify underperformers and be able to analyse some of the reasons

Using a live case study to plan, structure and devise strategies to deal effectively with difficult situations and different reactions

Demonstrate by role play effective interpersonal skills required to handle the poor performer as planned in the case study

Produce a timed action plan to implement back at the work place

Plan and structure a presentation

Produce and use visual aids effectively to enhance the presentation

Use techniques to improve personal presentation style

Effectively deliver prepared presentations to small/large groups

An understanding of the need to deal with problems as they occur

Know how to use systematic and effective problem solving techniques

Principles of problem solving

Techniques for defining the problem

Identifying the problem

Generating & implementing the solutions

Apply a structured and consistent approach to all projects

Achieve business objectives through a project management approach

Identify, manage and mitigate risk

Understand the roles and responsibilities of all those involved in a project

Apply proven tools and techniques to improve project planning and scheduling

Manage a project through the ‘Project Lifecycle’

Have the appropriate knowledge of the law in respect of employees and clients.

Apply this in a simple and practical manner

Understand the basic legal duties and requirements

Be able to assess tasks and write or interpret risk assessments and safe methods of work

Be able to understand the need to work safely and the consequences of not doing so

Identify the problems of poor time management

Recognise the principles that enable good time management

Recognise your own time style and that of others and have strategies that work for you not against you

Review the tools and techniques that can be employed and discuss the appropriateness of each in relation to one’s own work place

Produce an action plan to implement skills learnt

Explain learning preferences

Explain the training cycle

Identify and justify the training need

Set learning objectives

Select an appropriate learning method

Devise a training programme and timetable

Prepare and deliver the training content

Evaluate the training given

Carry out the training of others in an effective and professional manner

Teams & Teamwork Courses

Effective teams distinguish tasks from processes. How they do things (i.e. the processes) is just as important, if not more important, than what they do (i.e. the tasks). These Short Courses will encourage you to explore the different aspects of a team, as well as ways that they can become a top-notch team performer.

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Understand the advantages and disadvantages of the different methods of communication available

Know why choosing the correct method of communication for the message is vitally important

Know why communication breaks down, and the skills required to ensure communication is effective

Be able to demonstrate reactions and behaviours associated with communication

ing aggressive or passive behaviour

When we deal with difficult people we often react out of habit and get the same results. We may find ourselves either shouting back at them or saying nothing – knowing that both are not the best way of dealing with it. Learn useful strategies for dealing with difficult people and conflict resolution

Understand what effective delegation is

Know when to delegate work to save time and develop others

Be able to use an effective approach to ensure successful delegation

Know how to overcome barriers to effective delegation

Be able to demonstrate the skills necessary to delegate effectively

Emotional self-awareness – recognise your feelings

Emotional management – the 5 step freeze-frame technique

Self-motivation

Get a grip on anger

Assessing and developing your emotional intelligence

Understand why and when you will need to influence

Be able to effectively prepare to influence using a 5 step model

Be able to use a range of influencing approaches to gain agreement

Have a range of tools to use during the influencing process

Be able to overcome resistance to your proposals both during and before you influence

Each person has habits that are unique to his or her way of perceiving the world and of interacting with it. These habits, or patterns, generally fall into categories that are known as “interpersonal style.”

Learn how to recognise the patterns of behaviour that makes up your style, and learn to recognise interpersonal styles in others

Be able to describe to people why change is necessary

Understand why people react the way they do to change

Be able to demonstrate the use of a range of tools to manage change effectively

Understand how to make change stick

What is NLP?

The four key principles

The benefits of NLP

Beliefs and values

Your brain

Logical levels of change

Realising your goals

Believing in yourself

An understanding of the need to deal with problems as they occur

Know how to use systematic and effective problem solving techniques

Principles of problem solving

Techniques for defining the problem

Identifying the problem

Generating & implementing the solutions

What is Stress?

Understanding Stress

The Effects of Stress

Personality Types

Organisational and Personal Factors

Personal Action Planning

ll parties

Identify your own negotiation style and its potential strengths and weaknesses

What is a team?

Challenges facing teams

How to build a team

How to lead a team

Team building

Potential team problems

Successful teams

Identify the problems of poor time management

Recognise the principles that enable good time management

Recognise your own time style and that of others and have strategies that work for you not against you

Review the tools and techniques that can be employed and discuss the appropriateness of each in relation to one’s own work place

Produce an action plan to implement skills learnt

Sales Courses

These short courses are targeted at those providing sales advice and services across a variety of contexts. Develop the skills and knowledge required to promote demand and stimulate long-term, productive relationships with a business customer or a number of businesses within a defined territory.

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Be able to recognise Aggressive, Passive and Assertive behaviour

Understand where being assertive fits into your basic rights

Be able to apply the skills necessary to be more assertive

Be able to deal with others who are displaying aggressive or passive behaviour

Recognise the importance of effective communication in various situations

Improve your interpersonal skills by understanding different personalities and their preferred communication styles

Identify listening as an active, constructive process and effectively practice active listening

Use positive statements to lead people towards positive actions

Why does diversity matter?

Diversity and equal opportunity

Coherent strategies

Getting value from diversity

Taking action

Role of the champion

Diversity checklist

Understand why and when you will need to influence

Be able to effectively prepare to influence using a 5 step model

Be able to use a range of influencing approaches to gain agreement

Have a range of tools to use during the influencing process

Be able to overcome resistance to your proposals both during and before you influence

Each person has habits that are unique to his or her way of perceiving the world and of interacting with it. These habits, or patterns, generally fall into categories that are known as “interpersonal style.”

Learn how to recognise the patterns of behaviour that makes up your style, and learn to recognise interpersonal styles in others

Demonstrate an increased understanding and awareness what negotiation is

Identify through group and individual activities the skills knowledge and understanding necessary to be an effective negotiator whilst developing your own negotiating skills

Develop general strategies for Successful Negotiation

Produce win-win resolutions for all parties

Identify your own negotiation style and its potential strengths and weaknesses

Sales planning

Prospecting

Fact finding

Presenting

Identify your listening skills

Developing leads

Controlling and managing relationships

Are your employee’s telephone skills portraying the right image for your organisation? Great telephone skills are the building blocks of every organisation. Many of the important experiences that your existing, new and potential customers have are based upon the level of customer service they are receiving from your employees whilst on the phone. Employees that can use their telephone skills to effectively deliver excellent service will grow and maintain a thriving business. Learn the skills you need to be a Super User!

Identify the problems of poor time management

Recognise the principles that enable good time management

Recognise your own time style and that of others and have strategies that work for you not against you

Review the tools and techniques that can be employed and discuss the appropriateness of each in relation to one’s own work place

Produce an action plan to implement skills learnt

Workplace Relationship Courses

These Workplace Relationships Short Courses are designed to build your interpersonal skills and assist you to become a more effective communicator. Focusing on communication and behaviour, you’ll learn strategies to be more responsive to others and to foster positive workplace relationships.

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Understand why and when you will need to be assertive

Be able to identify the characteristics of assertive, passive and assertive behaviour

Recognise different situation where you will need to be assertive and apply the necessary skills

Understand how your body language, language and interactions with others drives different behaviours in others

Be able to demonstrate the skills in practice in some real examples

Personal awareness of behaviours

Increased awareness of why customers are difficult

Understand your professional role in a ‘difficult situation’

Recognition of the “signals” which may lead to a confrontational situation

Knowledge of a range of positive verbal and non-verbal communication techniques to alleviate and avert ‘difficult’ situations

Development of a personal strategy to anticipate and deal with conflict situations

Why does diversity matter?

Diversity and equal opportunity

Coherent strategies

Getting value from diversity

Taking action

Role of the champion

Diversity checklist

Emotional self-awareness – recognise your feelings

Emotional management – the 5 step freeze-frame technique

Self-motivation

Get a grip on anger

Assessing and developing your emotional intelligence

Complaints are an important way for the management of an organisation to be accountable, as well as providing valuable prompts to review organisational performance and the conduct of people that work within and for it. Learn how to resolve issues raised by a person who is dissatisfied in a timely and cost-effective way and provide information that can lead to improvements in service delivery. A good complaints system can improve the reputation of an organisation and strengthen confidence in their services.

Each person has habits that are unique to his or her way of perceiving the world and of interacting with it. These habits, or patterns, generally fall into categories that are known as “interpersonal style.”

Learn how to recognise the patterns of behaviour that makes up your style, and learn to recognise interpersonal styles in others

Identify your own negotiation style and its potential strengths and weaknesses

Understand the importance of controlling absence

Understand / clarify your role in controlling and managing absence

Understand the range of possible causes of absenteeism

Put together effective policies and procedures that support the requirements of your organisation and the people who work for you

Ensure effective and timely monitoring and follow up action

Understand the importance of managing attendance

Recognise the causes of absence

Clarify the role of the line manager in managing absence

Recognise the signs that may indicate intended absence

Be familiar with the policy and process

Have the skills to conduct return to work interviews

Dealing with underperformers

Aims and benefits of managing performance and giving feedback

Identifying poor performance

Setting realistic and measurable objectives

Dealing with expectations

Personality types

Identify the problems of poor time management

Recognise the principles that enable good time management

Recognise your own time style and that of others and have strategies that work for you not against you

Review the tools and techniques that can be employed and discuss the appropriateness of each in relation to one’s own work place

Produce an action plan to implement skills learnt

Explain learning preferences

Explain the training cycle

Identify and justify the training need

Set learning objectives

Select an appropriate learning method

Devise a training programme and timetable

Prepare and deliver the training content

Evaluate the training given

Carry out the training of others in an effective and professional manner

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