Personnel Development

To see a full programme sample or discuss your requirements, please feel free to get in touch

Working in the Firing Line

Outstanding Customer Care for your Organisation


Staff working on the front line are not only the face of your business, they’re also the first to take the brunt of negative behaviour from customers. By valuing and investing in their wellbeing, you will boost morale and equip them with the strategies they need to take control when things go wrong, promote positive behaviour and provide outstanding customer service.
Key learning objectives include:

  • Successfully working under pressure
  • ​Active communication strategies
  • Projecting the right image
  • ​Dealing effectively with aggression – understanding escalators and using de-escalators
  • ​Taking control when things go wrong… protecting yourself and others

The High-Performing Personal/ Executive Assistant

Developing Your Vital Role


This full day workshop has been specifically designed to build on the complex set of skills required of any PA. The day will not only provide you with the opportunity to reflect on and further develop your role but also a chance to explore what you’ve learnt during practical activities.
You will gain a deeper understanding of human behaviour, maximise your interpersonal skills to facilitate achievement of key objectives and learn some refreshing techniques to apply back in the workplace.
Key learning objectives include:

  • Maximising effectiveness whilst juggling competing demands
  • Understanding behaviour – enabling more successful interactions to achieve optimum outcomes
  • Practical techniques for effective planning and co-operation
  • Increasing team cohesion and building trust
  • 1 + 1 = 3 …. Generating synergy – successfully exceeding the sum of individual talents

Successfully Handling Difficult Conversations

Strategies for Effective Communication, Dealing with Conflict and Achieving Better Outcomes


Although difficult conversations are a part of life, many of us prefer to avoid them. Excellent assertiveness skills are a key attribute to successful communication and using them in the right way equips us with the potential to transform situations. Putting these skills and strategies into practice not only reduces stress, it also enables effective management of challenging situations, helping us to achieve desirable outcomes.
​Key learning objectives include:​​

  • Developing emotional intelligence and analysing how we as humans construct our understanding of ourselves and others
  • Exploring and using models to provide highly effective communications – building and preserving strong working relationships
  • Significantly improving your influencing skills and increasing cooperation
  • Dealing effectively with criticism and conflict
  • Practical strategies and techniques to increase confidence and encourage stress-free outcomes

Surviving and Thriving under Pressure

Time, Self and Monkey Management


Target driven cultures are often producing increased stress levels for many staff, often with counter-productive results for their effectiveness and their well-being. This course focuses on practical strategies to manage work pressures while looking after emotional health and physical wellbeing.
Key learning objectives include:

  • Practical strategies to manage pressured workloads
  • Managing your manager and managing colleagues; dealing with delegators and dumpers
  • Maintaining our own wellbeing
  • Keeping a sense of perspective and work-life balance

Developing Emotional Intelligence

Successful Outcomes for Positive Attitudes, Improved Wellbeing and Productive Teams


There are proven benefits to increasing emotional intelligence. These include improved mental health, better job performance, and better relationship maintenance. Emotional intelligence is closely linked with empathy and allows us to better express ourselves and interpret the behaviour of others.
Key learning objectives include:

  • Analysing how we as humans construct our understanding of ourselves and others
  • Exploring models to provide highly effective communications and build strong working relationships
  • Practical strategies for stress-free outcomes
  • Taking control: reducing and precluding stress and anxiety