Customised Training for In-House Delivery
Rapid Results have built their reputation on providing measurable, sustainable long-term results for organisations. This is achieved by meeting with key stakeholders and agreeing on the outcomes they are wanting to achieve, understanding how the training fits in with their strategy and vision, aligns with current practices, and the content is relevant to attendees.
While based in Auckland, our Trainers facilitate workshops throughout the country and also via Zoom (or similar) digital platforms if required.
The workshops outlined are a sample of the training that we are involved in. Programmes are only written after a pre-training discussion has been held to ensure that our training is aligned with the mission and values of the company and meets your learning outcomes.
Customer Service / Handling Challenging Customers
- Customer Fundamentals
- Effects of our Language
- Listening Skills
- Conversation Control
- Dealing with Challenging Customers / Situations
The programme is to understand the psychology of both ourselves and our clients when chasing overdue accounts. The focus is on how to negotiate on the phone while still retaining as a customer. This is for the first stages of collecting outstanding debts – a soft approach to have you high on the list to repay as quickly as possible.
- Outbound calling
- Call Flow understanding
- Gaining Commitments
- Options & Alternatives
- Influencing techniques
Not only applicable for sales with a customer, but also for internal use within teams and for the completion of projects.
- Overview of negotiation
- Negotiation stages
- Building the relationship
- Communication is a negotiation
- Handling objections
- Completing the negotiation
Team Leadership (2 days)
- Understanding Leadership Concepts
- Setting Direction within a Team
- Holding Difficult Conversations
- Time Management
- Leading Your Team
- Feedback and Coaching
Business Improvement & Influence
Aimed at frontline leaders with a hands-on understanding of what’s going on and full of great ideas but perhaps lacking the package of abilities to define improvement projects, scope and cost them, then draft a compelling business case and present it to senior decision makers.
Three one-day workshops, a month apart, followed by the presentations and project implementation:
- Business process improvement
- Business writing focusing on drafting a business case
- Effective speaking focusing on presenting a business case
This is for leaders / supervisors who give incidental, on the spot, coaching. Often this is needed at an inconvenient time but can be the most effective training as it is relevant at that moment. Circling back later takes away the immediacy of support and action. The intent of the workshop is to polish up the skills needed to respond quickly and effectively to each training situation.
- Engage (motivate) people
- Agree and get commitment to performance expectations
- Monitor performance and give feedback
- Correct performance and get things back on track
- Review performance
- Develop people and performance – continuously improve
- Select tasks for people (Delegation) and people for the tasks/role (Selection)
Personality Types & Communication
Being aware of your own personality style is an important exercise in self-awareness, helping you to be mindful of how you prefer to work and communicate with others.
- Personality and communication styles and why they are important
- Communication and values – why values are important
- Changing patterns
- Body language wins every time!
- Social media & communication
- How our thinking influences our responses
- Consciousness engineering
- Controlling emotional responses
- Developing self-awareness
- What to do when communication becomes challenging
Prior to the workshop we ask that each person to focus on/profile a sample/typical customer. They will describe who the person is, their challenges, and how your products will help them achieve what they are needing.
- Introduction and Objective setting
- Preparation for the sale: research and planning
- Qualifying the customer
- Guided discovery questions – bringing clarity to their pain point.
- Reposition from a non-buyer to a buyer.
- Presenting solutions – (keeping price out of the conversation with pre-emptive positioning and influencing techniques)
- Getting commitment and closing
- Application and monitoring for success.
We capture the scenarios and actions on flip charts which will be collated into customised notes following the training, based on the collective responses of the attendees, and distributed for future use.
Managing Multiple Priorities
The ability to manage multiple priorities improves the way people operate daily. They become proactive and efficient, complete their tasks on time, and cope confidently when under pressure.
- Introduction: Current thinking and work habits and how these impact on success
- Self-Management and procrastination
- Role (and priority) management
- Situation (and interruption) management
- “Other People” management
- Personal Development plan
Agile is a mindset to software development that’s now commonly applied to non-software teams and project work. It revolves around having a shared understanding of the work, the spirit of continuous improvement, and delivering incremental bits of value to the customer.
- One day Ignition Agile Kickstart workshop
- Half-day Ignition-Lite Agile Teaser
- Half-day Principles of Kanban
- Project Inception Effective
- User Stories – Product owners & Business Analysts
Vision, Values & Behaviours
The Vision and Values of a company define who they are, what they value, and the direction they are taking. Companies where these are clearly communicated, widely understood, and align with personal values, perform better than those without them. The vision and values guide the behaviour of all team members.
- Review the Vision, Behaviours and Values
- Looking at the “why” we do what we do – and relate to collective values and vision
- Discussion of the Values representing the company, and question if there is something else that teams would like added
- Understanding we are all different, but all add value to every team
- Personality Types – acknowledging how people are different and the need to modify our own behaviour to ensure clear communication
- Improved empathy of others and tools for working effectively together.
- Where to from here – collectively being inspired and looking at the future
People who are highly resilient recover quickly from adversity or failure and do not take setbacks personally. They have skills to defuse others negative emotions and deal with difficult situations calmly.
- Define Resilience and understand the link to Emotional Intelligence (EI)
- Recognise how stress, if not well managed, can have a serious negative impact on our ability to think clearly and make good decisions
- Understand how stress triggers the brain’s limbic system (responsible for emotions, memory and learning) and if not managed well, can have long term effects on our health & productivity.
- Increase your personal power
- Deal with difficult situations intelligently, using empathy based, non-accusatory and constructive communication styles
- Take any feedback that is given to you and accept it in a constructive manner
- Assertiveness: How to stand your ground whilst working for win-win results & building relationships
Performance reviews are an integral part of performance management, as they allow each employee to receive feedback – praise for outstanding contributions, suggestions for areas for improvement, or to plan for career growth by setting performance and development objectives for the year ahead
- Bring about new insights from performance successes and achievements
- Reframe improvement feedback so that it is welcomed, and commits the employee to meet expectations
- Keep the employee’s focus on their own performance – past and future – and away from excuses or defensiveness
- Make the most of the review opportunity for both involved
- Be able to identify the areas for improvement, increase understanding of requirements in these areas and build commitment to meet these expectations
- Understand how to arrive at agreed KPIs
It is often impractical for companies to bring team members together for training or to attend a presentation. However, holding virtual sessions over Zoom need additional skills to in-person. The presenter needs to be able to engage with the audience and keep them interested and active – while sitting in front of a screen!
- Organisation of material
- The power of graphics
- Auditory, Visual and Kinesthetic learners
- Giving instructions
- Zoom vs in-person delivery
- Use of humour
- Giving impact to your message to make it memorable
- Your toolbox
“The session was fantastic. There were a lot of benefits for the group and they were blown away by the outcomes. The depth of response was excellent and was even more obvious when the group reflected after the session of how much of an impact the responses and discussion had in their roles.”
“This course for me has been life changing. Within 4 months I’m seeing professional and personal benefits.”