The training is designed following a needs analysis in order to create a tailored suit, tailored specifically to the needs and expectations of the company. Each course includes an analysis of the current situation (AS IS) and the planning and delivery of the training intervention aimed at achieving a desired situation (TO BE). The duration of each course is agreed with the customer and varies depending on the objectives you intend to achieve; For each course there are case studies and exercises designed and built on the company reality experienced by the participants. The calendar of training interventions, as well as the overall number of hours relating to each individual intervention, are agreed directly with the client to meet his needs and those of the participants.
Internal communication is a crucial and delicate point of any company and organization. It is the common thread that connects all internal resources and allows you to create a proactive and collaborative climate. The objective of the course is to make internal communication more effective and efficient by offering methods and tools suited to the purpose and studied on the company reality in question. To improve the communication skills of the participants, active participation of the group will be implemented in order to promote learning through exercises and cases reported directly by the participants. The communication critical issues present will be analyzed in order to find adequate and profitable solutions.
Not only to managers , team leaders , managers, department heads, but, more generally, to all those in the company who have the responsibility, among others, to communicate effectively and efficiently.
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Customer Relationship Management (CRM) represents an approach to the market that places the customer at the center of any company's business . The course provides techniques and tools for managing relationships: a comparison becomes important to understand which company philosophy to implement and which company policies to use to make oneself increasingly attractive to customers, both existing and potential. Customer Satisfaction (CS) plays on customer satisfaction; the objective of the course is to provide techniques and tools suitable for improving the company's quality service. The course promotes the ability to organize and manage company services from a Customer Care and Customer Satisfaction perspective to move from Customer Satisfaction to Human Satisfaction .
To all those who, in the company, deal with customer satisfaction: those who are employed in marketing , CRM, call centers , those who have a direct relationship with customers, sales consultants, Customer Care .
Every resource within the company must be and feel empowered and responsible, only in this way will it be possible to achieve the objectives in which they are involved. The aim of the course is to provide techniques and tools to implement a process of empowerment and self-responsibility necessary to achieve the set objectives. Empowerment is a monitored and gradual process of releasing skills, autonomy and responsibility; its effects in terms of motivation and growth of resources are decisive. Resources must be enabled to operate in a context that strengthens and develops their potential and, consequently, performance. The transition is from empowerment to engagement ; from assuming and sharing responsibilities to feeling an integral and active part of the company. When combined together, engagement and empowerment allow you to pursue excellence.
To all those who work in the company, whether they hold a job or a role since responsibility, albeit on different levels and in different ways, concerns all the people who work.
Conflicts in the company can have different causes: lack of clarity on the objectives to be achieved, lack of clarity on "who does what", disparity in method, culture, experience, relational conflicts, just to name a few. Conflict is not always to be considered a negative element but must be recognized and managed. The objective of the course is to provide techniques and tools to manage and prevent conflict. The latter is an emotionally demanding experience, its connotation depends on how it is handled. Facing and resolving a conflict positively with a win-to-win solution allows the people involved to grow. Conversely, if a conflict is ignored or managed ineffectively it risks resulting in a problem that is difficult and complicated to resolve. Resolving a conflict effectively means finding a new opportunity for growth.
To managers , team leaders , managers, department heads, all those who manage work groups and must resolve any conflicts that arise internally.
The group acts as an intermediate level between the company and the person. The objective of the course is to provide techniques and tools suitable for managing work groups so that they can reach a high level of maturity and, therefore, can produce results in the established ways and times, enhancing individual performances. Team building is one of the most important Organizational Development techniques; in this context the aims are to improve and increase the effectiveness of the work groups within the organisation. The phases that allow the transition from groups to working groups to group work will be covered. Individual needs and those of the group/company must be in balance; only in this way will mutual satisfaction be achieved.
To all those who manage work teams .
Obtaining consensus is, for a team leader , a manager , a person in charge, a fundamental and crucial element for creating and maintaining cohesive and collaborative teams. Collaborators cannot always be part of the decision-making process, but obtaining their consent is the beginning of a necessary path to achieve results. The objective of the course is to provide techniques and tools for obtaining consent in an ethical and profitable way for the parties involved. What can make the difference, in a corporate context, is the ability to involve, obtaining the correct attention and consensus thanks to the management of objections. Persuasion is a fundamental tool that allows you to achieve your goal more effectively and efficiently.
To managers , team leaders , managers, department heads, all those who must manage work groups and obtain their consent.
The ability to delegate is an essential element for those who hold a role in the company. Only by delegating will you be able to dedicate yourself to those design and planning activities that are more strategic and closely linked to the role held. Effectively developing the delegation process represents one of the skills required of those who manage work groups. The objective of the course is to provide suitable techniques and tools to implement an effective delegation process. It is the manager , the person responsible, the team leader , who chooses why, to whom, how, how much and when to delegate. He is not only responsible for managing his own activities, but also for the resources that are part of his team as the achievement of objectives must occur together.
To managers , team leaders , managers, department heads, more generally to all those who hold a role and need to delegate.
Meetings , too often, can prove to be a waste of time for participants, despite being a vital and crucial moment for any company. To avoid this they need to be planned and managed appropriately. The objective of the course is to provide techniques and tools to organize and manage meetings profitably. Managing meetings, in order to make them effective and efficient, implies rigor and method. Knowing how to organize and manage meetings provides significant added value to the company since they are moments of exchange, discussion, decision making, monitoring of the progress of work
To all those in the company who have to plan, organize and conduct meetings.
The ability to manage emotions , referred to as "Emotional Intelligence", is one of the essential skills for every resource who works in the company. Recognizing and managing one's own emotions is fundamental, recognizing the emotions of others and managing them (with the recognition and collaboration of the person concerned) is decisive for any resource that manages other resources. The objective of the course is to provide techniques and tools for managing emotions, in order to have control over one's own (and others') emotional part. It is important to neutralize negative emotions and make positive ones extraordinary.
To all those who, working in the company, experience stressful situations, negative emotions and, more generally, must recognize and manage their own and others' emotions ( managers , team leaders , managers, department heads).
More and more, in recent years, the figure of the manager and that of the leader represent two sides of the same coin; the more visionary part and the ability to see things that others do not see - typical of the leader - must merge with everyday life, operations, the implementation of ideas, typical of the manager. The objective of the course is to provide techniques and tools suitable for implementing effective leadership , all in order to create and manage work groups that are extremely motivated to achieve company objectives. The course will provide participants with the tools to motivate and involve collaborators, recognizing and developing their potential. The approach used aims to increase assertive leadership and direction skills, but also the skills of involvement, empathy, relationships and emotional intelligence.
To entrepreneurs, managers , team leaders , managers, department heads and, more generally, to those who manage work groups.
The work performance of a resource can be seen as the sum of his skills and aptitudes, multiplied by motivation . This implies that if the resource is highly competent and has the right aptitude to carry out that role/task but, for various reasons, his motivation is low, his entire performance will be low! This is why, increasingly in recent years, motivation has become a key element on which companies focus. The objective of the course is to provide techniques and tools which, by acting on the different motivational levers of people, lead them to effectively and efficiently achieve the established objectives, ensuring that performance equals potential.
To those who work in the company and, for various reasons, may be demotivated.
Negotiating and knowing how to mediate are, especially for those who hold a role, important skills. The objective of the course is to provide techniques and tools in order to identify a solution in which there are neither winners nor losers, but the parties find mutual satisfaction in the solution. Knowing how to negotiate has a significant impact on the corporate reality; from sales negotiations to the resolution of internal disputes due, very often, to character differences and relational problems. Mediation offers a method for addressing the issue of conflict as a natural dimension in the process of evolution of an organized system, which finds application in every area of social life.
To managers , team leaders , managers, department heads and, more generally, to those who manage collaborators.
Solving problems is one of the skills required of those who work in the company, regardless of the position and role held. Problems and critical issues are an integral part of the daily work of each resource; solving them effectively and efficiently certainly makes the difference! The objective of the course is to provide techniques and tools to effectively solve various problems that may arise within a company. It is necessary to introduce the basics of logical thinking, the ability to analyze data and the know-how necessary to find alternative solutions to the problems that arise. The search for the solution is, therefore, one of the six phases of the process which is much more complex and articulated.
To all those who work in the company, since problems and critical issues - albeit in different ways - are part of everyday working life.
Speaking in public, not necessarily in front of a large audience but also in a meeting, in front of a smaller group of people, is a requirement for many resources. The objective of the course is to provide techniques and tools for speaking in public effectively, strengthening and improving communication in its various aspects. The course aims to help participants communicate by managing anxiety and emotion, developing the communication skills necessary to win over the audience present.
To all those who need to speak to a more or less numerous audience.
Increasingly, in recent years, the "seller", understood in the classic sense, has had to and must transform himself into a "sales consultant", in order to be able to offer the customer not only a product/service but a satisfying experience that lead you to repeat your behavior, thus becoming a loyal customer. The objective of the course is to provide tools to implement effective sales and therefore create loyal customers. It is necessary to know and apply the communication strategies aimed at creating harmony and a relationship that fosters trust between the sales consultant and the customer. The ultimate goal, therefore, is to use an ethical, empathetic and constructive approach to customer loyalty.
To all those who deal with sales and have a direct relationship with customers (sales consultants, call center operators, etc.).
So that time in the company, an increasingly precious resource considered by many to be scarce, does not become a tyrant, it must be planned and managed efficiently and effectively, avoiding unnecessary waste. The objective of the course is to provide techniques and tools to better manage working time, avoiding waste and delays. The most precious resource for those who work is time, the lack of time to manage collaborators, to keep up to date, to take care of relationships with customers, to dedicate oneself to the most strategic part that the role requires is a challenge with which one finds oneself to deal with on a daily basis. Knowing how to manage time therefore becomes a necessity and a priority.
To all those who work in the company and need to improve time management.