We all experience being managed at one time or another. How well we are managed can vary considerably. So, what makes a good manager? What skills and behaviours should a manager exhibit?

A manager should be like a conductor of an orchestra; seamlessly directing the performance to deliver positive results.

We believe management should be about working and supporting colleagues rather than telling and instructing to achieve results.

We offer:
Ways to drive and manage change through communication
Methods for managing the performance of individuals and teams

It is all too easy to forget that your business is only there because of your customers. No customers, no business. Sometimes the customers are captive, they cannot leave, but what will happen the moment they can?

Statistics always show the cost of keeping a loyal customer is cheaper than getting a new one.

What about reputation? In a world where it is no longer just word of mouth; Facebook, twitter, LinkedIn and other social media apps make it so easy to damage reputations and destroy brands.

It never hurts to remind ourselves of what customer service should be and practise delivering it.

We look at what blocks good customer service in your company, the theory and skills of good service and then concentrate on practise by:

Making sure you communicate clearly with the customer
Making sure doing business is straight forward and easy for the customer
Using professional and effective telephone skills with your customers

Customers who complain are taking time to let you know how you have disappointed them. Understanding their issue and putting it right can make a complaining customer more loyal to your business.

What does a complaining customer want? How do you put it right?

Our solutions include:
Investigating the customer’s complaint to find the root cause
Taking time to understand the situation
Finding out what will resolve the complaint
Explaining the outcome to the customer

“Coaching is unlocking a person’s potential to maximize their own performance. It’s helping them to learn rather than teaching them.” _Tim Gallwey

When done well it helps and unlocks potential. It is an attitude, a tool for good. It is not an activity that is done periodically or as a tick box exercise.

At High Road Training our learning includes:
Exploring what a great coaching experience is
Positively encouraging a change in behaviour
Enabling the change with explain, demonstrate and do actions

Giving an inspiring message to your audience can be a daunting activity. Knowing what to say, when to say it and how to say it are critical. How do you make a presentation look relaxed and effortless?

By:
Preparing your message to suit your audience
Ensuring presentation skills are effective, professional and competent

“How astute are you as a customer? With multimedia, you are no longer ignorant before buying. Chances are, you have done your homework and know product features, options available and price.

What must we do to sell in this world? Rather than having the ‘gift of the gab’ you are now more successful by understanding what the customer wants. Using your extensive knowledge of the product or service and meeting the customer’s needs. This is achieved by consulting with the customer.

The importance of understanding the customer's needs and requirements
The relevance of presenting solutions to the customer

Laws, regulations and controls are part of everyday business. Often, in addition to complying you must demonstrate your people understand and are fully competent.

We have years of experience working in highly regulated industries. We know how to deliver challenging learning. We are able to assess and accredit staff. We can monitor and maintain records on your behalf.

These solutions are often bespoke, depending on the audience and the regulatory requirements.