STANDARD COURSES Access ACT! Dreamweaver Excel Flash FrontPage Illustrator InDesign Office 2007 Outlook Photoshop Powerpoint Project Soft Skills Appraisal Interviewing Skills Business Writing Commuinication Skills Effective Influencing Skills Effective Line Management Effective Team Leadership Executive Presentation Skill Rehearsal Managing Change Managing Confrontation & Resistance Performance in Presentation Selection Interviewing Skills Train the Trainer Advanced Train the Trainer Voice Workouts Technical Skills Visio Windows Vista Word Course Fees	SOFT SKILLS Our soft skills courses focus on key techniques which fall outside the remit of dedicated computer software training but nonetheless ideally compliment our training packages. Feedback from clients has regularly identified 'people factors' as the most pressing issue after technical skills training. Merrill Consultants Ltd recognizes for example that PowerPoint skills alone are not sufficient and whilst it is a very effective tool, presentations can often fall flat and be counter productive because the presenter does not know how to stage manage themselves with the technology and command an audience at the same time. Merrill Consultants provides 'an end-to-end' presentation solution by offering both 'Performance in Presentation' skills training for groups and/or individual executive presentation rehearsal together with Voice Work-outs for those who wish to learn to captivate their audience more effectively. APPRAISAL INTERVIEWING SKILLS Duration: 1 day What is this course about? Carrying out appraisal interviews to review progress, assess performance, identify training needs, set targets and objectives with established deadlines are important to an organisation. This course will teach delegates to prepare, structure and run the appraisal interview. It can also look at any appraisal documentation currently in use within your organisation and help to improve this where necessary. Objectives Understand the benefits and purpose of appraisals for both the appraiser and appraisee. Be able to prepare, structure and run the appraisal interview. Assess performance based on the behaviour observed Understand what a competency framework is and define the rating system Recognise the skills involved in conducting an appraisal interview, including setting objectives review performance and motivation. Key topics covered Introduction The client appraisal form Understanding the purpose, value and objective of the "appraisal process" Preparing for the appraisal interview The structure of the appraisal Common drawbacks in appraisal interviewing Giving and receiving feedback Setting and achieving objectives What makes a motivational appraisal Following-up the appraisal interviews Action Plan: Devise a personalised action plan upon return to work The training will be interspersed with relevant Case Studies and workshops throughout the course. BUSINESS WRITING Duration: 1/2 day or 1 day Group size: up to 16 What the course covers Think of the reader: how much time do they have to read your report/letter/email? If the communication is unclear, it's pointless. If it's too long, it won't get read - again, pointless. Go through some common mistakes and follow each with an exercise. Apostrophes Commas, colons and semi-colons (example of the nurse who lost her job because of a misplaced comma) Common spelling mistakes (and American spelling) Common spelling mistakes (and American spelling) Elegant variations - starting sentences with a different word. Over-use of capitals, flowery adjectives, turning nouns into verbs, clichés, and jargon. Avoid pomposity i.e. use "go" rather than "proceed". Stick to active sentences rather than passive i.e. put the doer first. Use first person singular or plural rather than third. However I would refer to it as use I/we/you rather than they/them. Keeping things simple. Sentence and paragraph length. Flesch reading-ease index. Importance of checking through not just for grammar and spelling but that you've got people's names correct and with the correct spelling. Consistency. COMMUNICATION SKILLS Duration: 1 day We communicate all the time but we rarely think about it. We are often not fully aware of the messages we are really sending. Building healthy working relationships is vital to business success. Communication is bout being understood, understanding others and communicating well together. A major part of this process is understanding your own personal communication style, how we can (and do) influence other people, and how to use your style to create effective and rewarding business relationships. Objectives Be clear and specific in all your communications Understand how we can always influence a relationship Identify the behaviours associated with good working relationships Appreciate the impact of relationships on personal performance on colleagues and clients Know when and how to use a range of skills Key topics covered The characteristics of excellent communicators How to use communication for maximum effectively The barriers to successful communications Verbal communication - including the art of listening Secrets of successful writing An understanding of different communication styles Adapting your communication style for others and in different situations Non verbal communications Understanding body language in yourself and others How to handle difficult people and situations. EFFECTIVE INFLUENCING SKILLS Duration: 1 day Group Size: up to 12 Outline People at work are reliant on their communication and influencing skills to sell their ideas, persuade others to their viewpoint, and effectively manage relationships. These skills, once developed, can lead to improved job satisfaction, less stress, and improved results. This programme, for up to 12 delegates, helps you to understand why people behave the way they do, and how you can significantly increase your impact by developing the skills and knowledge to win a hearing and achieve your desired outcomes convincingly and professionally. Who should attend? Anyone wishing to improve their ability to influence and persuade others without coercion. How you will benefit? You will understand the ways that people can react and behave, how interpersonal communication works, how you and others prefer to view the world - and be able to overcome the differences What the programme covers An examination of different behaviour styles The effect of our behaviour on others and the psychology of human interaction Why do you say 'yes' when you should be saying 'no' Expressing your ideas in a direct and effective manner Contributing at meetings and gaining co-operation from others Taking control through positive tone and body language Expressing your views, ideas and requests with confidence Recognising different peoples' communication styles and how to handle them Persuasive communication - gaining others' agreement Ensuring your communication is clear, concise and easily understood Understanding and developing more active and effective listening skills Enhancing your questioning skills Creating a positive impression when dealing with senior colleagues and clients, and communicating as an equal Communicating difficult or sensitive messages Handling difficult situations - and awkward people! Gaining co-operation from others and minimising conflict. EFFECTIVE LINE MANAGEMENT Duration: 1 day People often find themselves in a line management role and soon realise they are not prepared for the challenges this presents. This course will help to arm the line manager with the necessary skills to do their job more effectively. Delegates will learn how to enhance their credibility, delegate effectively, give and take criticism in a professional manner, motivate and praise and increase the communication skills. Objectives to enhance the delegates credibility delegate more effectively take criticism professionally motive their staff more effectively improve their communication skills Key topics covered Strengths and weaknesses of the line management role Communicating effectively Enhancing credibility Effective delegation Overview of assertiveness Motivation - tactics and techniques Praise Giving and taking criticism EFFECTIVE TEAM LEADERSHIP Duration: 1 day Group Size: up to 15 Overview Achieving results through others, asking people to do things without resorting to heavy-handedness, and learning how to delegate without feeling guilty or awkward are big challenges. With skilful delegation you will develop and motivate the team and give yourself time to attend to the important issues. Leading a winning team requires confidence. This programme will help you to develop these essential skills. Who should attend? Managers, supervisors and team leaders, whether newly appointed or established in the role. How will you benefit? You will learn what to think about when making decisions, what to focus on, how to get your team to deliver, and how to motivate them. What the programme covers What is expected of you as a leader - and as a manager? Managing other people Setting clear standards - this is what you expect Setting priorities and goals Knowing when to adapt your style Making decisions - when to involve them Delegating as a development tool - and a time-saver! Communication skills - saying what you want to say clearly and simply Passing on skills - training and coaching techniques Motivating the team Managing the impact of Change Dealing with underperformers and people problems Dealing with grievances and confrontations EXECUTIVE PRESENTATION SKILL REHEARSAL Duration: 1/2 day or 1 day Do You Know? One-to-One voice and presentation skill rehearsal is available to help you maximise impact and deliver at a winning level of performance every time. It is fast, effective and confidential One-to-One voice and presentation skill rehearsal is beneficial whether you are giving a key-note speech, addressing conferences, shareholders or fellow board members, speaking at seminars or motivating staff, presenting to colleagues or clients. How Will I Benefit? You will transform your presentations You will understand how best to 'command' your audience and reap the desired result from them You will achieve higher levels of performance What Do I Get? An expert coach with both professional 'voice and performance' skills plus experience in the business sector A high value, interactive learning experience in a safe and fun environment. A high value, interactive, learning experience The opportunity to significantly improve your presentation skills. The opportunity to enhance your reputation and the reputation of your company All consultations are designed to meet individual client's needs "I had given many presentations before without particularly high acclaim. However, with Dawn Roberts' expert preparation for a major presentation to the Italian Treasury Ministry and a key group of Italian tax lawyers, feedback was extremely positive and indeed unprecedented." (Dott Quirino Walter Imbimbo, Studio Calmetta-Manganelli Ricci - Milano). MANAGING CHANGE Duration: 1 day Group size: up to 16 Outline Change is everywhere and continuous. We need to change to survive and thrive as human beings and as businesses. There are many learned volumes dedicated to organisational change but what most managers need is a practical guide to making change happen in a constructive and pragmatic way. This highly participative course will give you guidance and practice towards the management of successful change. What the course covers Causes of change Types of change Planning change Setting your sights Resistance to change Consolidating change When you feel in control Change scenarios Benefits and costs of company changes Action planning - how are you going to use your learning from day to day Each delegate will receive a comprehensive handout pack MANAGING CONFRONTATION & RESISTANCE Duration: 1 day Group size: up to 12 Outline This course aims to provide participants with a framework and approach to increase their effectiveness in managing conflict with staff and/or clients. It gives delegates the tools to minimise the impact of difficult situations, and to identify and resolve problems and difficulties. The trainer has worked in the Care Sector for 12 years and specialises in providing this training to Health and Social Services staff. Who should attend? Anyone called upon to successfully develop relationships and maintain and improve performance, whether in the public or private sector. How you will benefit? You will understand how situations can develop and relationships deteriorate, and be equipped with a set of skills to promote positive relationships and prevent irrevocable breakdown. What the programme covers Welcome and Introductions What causes conflict? Responding to conflict Identifying your options How to reduce tension Techniques to manage conflict Diffusing confrontation and aggression Verbal and non-verbal behavioural techniques Case studies Role rehearsals Review and action planning The workshop will use client examples and situations wherever practicable. PERFORMANCE IN PRESENTATION Duration: 1/2 day or 1 day Who should attend? This course can benefit those who wish to seriously enhance their presentation skills and achieve higher levels of performance and outstanding delivery. It will also benefit those who wish to know how to stage manage themselves with their set and its technology and how to command an audience at the same time. It is relevant for all individuals within an organisation, regardless of job function or title, whether at board level or middle management or part of a team, who make presentations to either individuals or groups. Background The difference between success and failure in today's finely tuned business world is increasingly the ability to be able to communicate at a winning level of performance. Presenters have to be ever more skilful in order to engage and inspire their audience. This workshop is designed to produce measurable results and to enable clients to: Enhance their reputation and the reputation of their company Create the perfect balance between presenter and technology Leave the listeners with a clearly defined message and a memorable and inspiring message Achieve the optimum organisational and business objectives Maximise impact and know what makes a powerful and successful presentation Understand the importance of presence Develop an energized vocal line Increase confidence Numbers: Maximum 5, minimum 3 (half day) Maximum 9, minimum 6 (one day) SELECTION INTERVIEWING SKILLS Duration: 1 day Appointing the right people is a fundamental ingredient for the success of any organisation together with being the beginning of a significant period of investment. By getting the process right it can lead to low turnover and high productivity, haphazard recruitment selection, on the other hand has serious implications for the success of the organisation. Objectives To identify the elements of employment law which are relevant to the recruitment process. To construct selection criteria designed to ensure that candidates competence to do the job can be fully explored. Plan and prepare comprehensive questioning to ensure that the interview identifies competence effectively Demonstrate the essential skills and techniques required for effective selection interviewing. Make sound and objective recruitment decisions. Key topics covered Introduction The law relating to the recruitment process Constructing selection criteria Preparing to interview Interview techniques Interview techniques include: Getting the setting right Making a start - putting people at ease Questioning and probing techniques to elicit the right information Listening skills Controlling the interview Achieving objectives Evaluating information and making decisions Practical exercise in questioning techniques Role play exercises TRAIN THE TRAINER Duration: 2 days Course Objectives By the end of this course, the delegate will be able to: Prepare and deliver effective training sessions Understand different approaches necessary to cater for different learning styles Cope with difficult learning situations Pre-Requisites There are no pre-requisites for this course. Course Overview This course has a strong practical flavour. It deals with all aspects of preparing and delivering training. Delegates should attend the course expecting to deliver at least one short training session as part of the practical work. What the course covers The Function of training The Learning process Four States of learning Learning styles Memory Planning a training session Identifying needs Designing the instruction Setting objectives Facilitating Learning Event preparation Delivery Skills Questioning The learners Feedback and evaluation ADVANCED TRAIN THE TRAINER Duration: 2 days Course Objectives By the end of this course, the delegate will be able to: Prepare and deliver effective training sessions using new training techniques To improve communication Skills Making creative learning events Get "management buy in" and manage the training Pre-Requisites Train the Trainer is a pre-requisite or relevant experience. Course Overview This course has a strong practical flavour. It takes the initial trainer format and builds using new techniques. Practical delivery and discussion form a significant part of the course. What the course covers Create smarter learning Accelerated Learning techniques from Colin Rose NLP, what can it do for you The Kirkpatrick Model of Evaluation Communication Creative learning events Gaining Management Buy-in Managing the training function Management Reporting VOICE WORKOUTS 'Powerful communication is the key to success' Duration: 1/2 day or 1 day Do You Know? Everyone is capable of influencing, successfully, their audience through the voice. Most people don't even think about this!!! Voice workouts will enhance your presentation skills and enable you to achieve higher levels of performance and outstanding delivery. Voice workouts are beneficial to speakers who wish to explore new areas of vocal expression and maximise vocal impact. Voice workouts are also beneficial for those people who feel restricted or inhibited by their voice, and whose ability to speak does not, seemingly, match their knowledge and ambitions. How Will I Benefit? You will learn how physical presence and the power of the breath links to vocal energy and strength. You will gain an understanding of the full potential of the voice. You will gain an active understanding of good vocal technique and the application thereof. You will see how even minor vocal mistakes result in a negative impact on the audience. You will be invited to vocalize with ease, confidence, clarity and passion. You will have an awareness of how to use the voice so it reflects who you are and your personality. You will know how to promote good vocal health. What Do I Get? An expert coach in vocal technique, and 'performance skills' with years of experience in the business sector. A high value, interactive learning experience in a safe and fun environment. The opportunity to feel more confident in any given business situation. The ability to vocally 'command' an audience and to speak with clarity and passion.		"Not only have Merrill Consultants provided us with consistently first rate IT support and training including Outlook 2003 and Powerpoint, they have also become a valuable associate organisation. Eddy & Co. would like to thank them for their unstinting, professional work. We look forward to continuing our relationship". Edwina Hughes, Managing Director, Business Consultancy and Training company.