Skuteczna Obsługa Klienta Training Course

This instructor-led, live training in the Netherlands (online or onsite) is aimed at individuals of all levels who wish to learn and apply the principles and techniques of self time management.

By the end of this training, participants will be able to:

• Identify and overcome the main barriers and challenges to effective self time management.
• Set SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals and align them with their values and vision.
• Prioritize and schedule their tasks and activities using various tools and methods such as the Pareto principle, the ABC analysis, the Eisenhower matrix, and the Parkinson's law.
• Monitor and track their time usage and identify and eliminate their time wasters and distractions.
• Delegate and assign tasks appropriately and communicate clearly and assertively with others.
• Manage their emotions and stress levels in times of uncertainty and pressure.

Course has been prepared as an interactive one. The participants activity takes over 80% of course time. Each session goes according to a similar dynamic, based on a method taking upon consideration Kolb’s cycle of learning: exercise opening for a new habit (consciousness building); short lectures about the techniques (knowledge) and new techniques to practice (skills and experience). After each session is completed, the participants will receive all the info related to the session.

There are short lectures concluding practical issues and explaining the basic psychological mechanisms realted with participants' work experience.

This instructor-led, live training in the Netherlands (online or onsite) is aimed at beginner-level to intermediate-level professionals and managers who wish to enhance their critical thinking, decision-making, and problem-solving capabilities in personal and professional contexts.

By the end of this training, participants will be able to:

• Identify biases and logical fallacies in reasoning.
• Apply critical thinking techniques to real-world scenarios.
• Improve decision-making processes through structured analysis.
• Enhance problem-solving strategies for complex situations.

This instructor-led, live training in the Netherlands (online or onsite) is aimed at stressed individuals who wish to deal with their stress effectively and achieve a calmer, clearer and more energetic state in daily life.

By the end of this training, participants will be able to:

• Understand the two types of stress: distress and eustress.
• Articulate your personal indicators and relievers of stress.
• Create a plan with specific routines to enhance calm, clarity and energy, while minimzing stress accumulated in the day.
• Shift negative emotions and boost positive ones using proven techniques.
• Deal with stress-causing. disempowering beliefs around work, life, and relationships.

This instructor-led, live training in the Netherlands (online or onsite) is aimed at trainers, consultants, leaders, and communicators in any field who wish to efficiently and effectively facilitate web conferences using different virtual platforms.

By the end of this training, participants will be able to:

• Learn how to facilitate online meetings for remote participants effectively.
• Create a safe and engaging virtual environment for web conferences by setting the right tone and mindset.
• Manage online meetings more efficiently by choosing a suitable platform and getting comfortable with the technology.
• Keep participants engaged by stimulating online conversations.
• Build deeper connections with participants and other practitioners to learn collectively and gain valuable insights.

This instructor-led, live workshop in the Netherlands (online or onsite) is aimed at business professionals who wish to integrate mindfulness into their work environment to boost productivity, leadership, and well-being.

By the end of this training, participants will be able to:

• Understand the science and principles behind mindfulness.
• Develop self-awareness to enhance decision-making and leadership skills.
• Improve concentration, productivity, and emotional intelligence.
• Manage workplace stress, uncertainty, and high-pressure situations.
• Foster a positive and collaborative work culture.
• Apply mindfulness techniques to enhance creativity and problem-solving.

This instructor-led, live training in the Netherlands (online or onsite) is aimed at managers and executives who wish to implement the right tools, skills, and methodologies to manage remote teams.

By the end of this training, participants will be able to:

• Explore remote leadership, structures, and components to successfully adapt a remote work setup.
• Develop trust, goals, culture, and teamwork to create an effective and productive remote team.
• Use existing tools and technologies to improve virtual communication and collaboration.
• Implement goal setting and project management methods to measure the performance of a remote team.

Audience

Managers, Team Leaders and staff members who feel that:

• They are attending too many meetings
• Their time is being “stolen” by other people
• They cannot get to the bottom of their day’s work because of a lack of planning, foresight or prioritisation

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage meetings effectively – respecting the time pressures of those whom they invite to meetings
• Follow the standard processes for calling, managing and preparing the output of meetings
• Appreciate more widely some of the ways of managing themselves and their time more efficiently: to work smarter not harder…

Audience:

• Any management or leadership role.
• Project Members Looking to enhance their team skills.
• Any operational leaders looking to enhance their inter-personal skillset.

Overview:

This course is instructor led, delivered by highly experienced human factors specialists who have delivered high quality training to numerous high-risk industries including aviation, nuclear power, oil & gas producers, health care and elite sport. The importance of risk and safety awareness is emphasized throughout the delivery with the use of accident case studies from multiple industries. The course takes the candidate through the basic functions of human cognition and show how this understanding can be crafted into practical tools. This tool set can then be brought into the workplace environment at practical, policy and process level in order to enhance performance, efficiencies and reliability. The course is particularly relevant to companies who are increasingly using new technology. The use of checklists and appropriate application of standard operating procedures is thoroughly explored. There is a particular focus on operational risk and how decision-making performance under situations of pressure. The course culminates with a focus on the human factor characteristics of high performing teams and considers what we can all learn.

By the end of this training, participants will be able to:

• Understand the basic principles of human cognition.
• Apply their understanding to the development of cognitive tools to enhance performance.
• Grasp the key principles required to enhance compliance, reliability and performance.

Format of the Course:

• Instructor led.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

This course is available for delivery in English only currently

Audience:

• Any management, supervisory or leadership role.
• Team Members Looking to enhance their team skills.
• Any operational leaders looking to enhance their inter-personal skillset.

Overview:

There are misconceptions that Human Factors (HF) is a discipline which is only applicable to safety critical industries like aviation, medicine and the oil & gas sectors. In fact, there are tangible benefits to investing in HF beyond improving safety.

Improved Operational Efficiency: Giving a team the tools to allow them to manage workload, problem solve and make effective decisions equips them with the ability to handle work-related difficulties without the need for higher level intervention. Regardless of the setting, front line team members are able to handle complex, dynamic situations.

Enhanced Employee Engagement and Brand Reputation: Empowering team members to manage work situations increases employee engagement and improves customer interactions. An organisation that can demonstrate a commitment to improve and invest in its staff will reap the benefits of increased job satisfaction.

Reduced Absenteeism, Increased Retention: Time off work due to stress and fatigue can be partly addressed through HF training. But workplace morale is undoubtedly going to affect individual stress levels. Investment in a combination of stress & fatigue management training and introducing peer support programmes demonstrates a commitment to employee well-being that Deloitte suggests will result in a 500% return in reduced absenteeism and improved retention.

In summary, the same skills that help pilots, surgeons and oil rig drillers can be applied far more frequently to benefit an organisation beyond safety.

By the end of this training, participants will be able to:

• Understand the basic principles of human cognition.
• Apply their understanding to the development of cognitive tools to enhance performance.
• Demonstrate knowledge of the key principles required to enhance compliance, reliability and performance.

Format of the Course:

• Instructor led.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

This course is available for delivery in English only currently

Audience:

• All Management Roles.
• Accountable Managers, Safety or Risk Post Holders.
• Experienced Managers looking to elevate their risk & safety management skills.

Overview:

This course explores the primary influences on decision-making under pressure. Nothing piles on the pressure quite like a crisis and this course aims to provide civil servants with the tools that they need to analyse the situation and make good decisions in times of uncertainty.
The course adopts a holistic approach to manage complex systems. The current global pandemic has accelerated change in many areas of strategy and this course utilises proven tools to enable civil servants to make good decisions whilst under pressure. In addition, we will consider how to effectively mitigate emergent threats be they physical or digital. The course has a number of high-profile case studies from various industries which are analysed and discussed collectively and presented from various perspectives by the delegates.
Assessment techniques will be explored and applied to real world scenarios. Delegates will evaluate crises and decide what course of action is best given the limited information available. The course provides the delegates with the confidence to directly engage with risk-based decisions within a complex operating environment.
The course ties into the Better Business Case methodology. The Better Business Case is the UK government’s best practice approach to enable civil servants to develop spending proposals and make effective business decisions.

By the end of this training, participants will be able to:

• Understand the nature of complex systems and how to manage within them.
• Identify strategies to mitigate the impact of new technologies on risk strategies.
• Enhance the resilience of their risk management system.

Format of the Course:

• Facilitated and group discussion.
• Scenario based presentations, briefings and case study analysis.
• Break out scenario workshops and group presentation.

Audience:

• Managers and Trainers in all roles.
• Leaders with limited public speaking experience.
• Employees who aspire to senior leadership roles.

Overview:

This course addresses what for some is the most challenging aspect of their professional lives. Whilst some individuals thrive in the attention that is afforded them in the spotlight of mass attention others see the experience as terrifying. The course uses many of the techniques used by professional speakers across industry, the military and elite sport. The candidates will hear real life examples of how people have overcome their inhibitions to become accomplished public speakers. The reasons behind some people’s inhibitions are complex and highly personalised; this course achieves its remarkable success by allowing individuals to express their own style rather than trying to impose a set or standard approach. Some of the world’s most engaging and accomplished speakers break many conventions of public speaking yet achieve their aims by being true to their own style and approach. The course is intense, engaging and fun. It will allow candidates to express themselves and enhance their self confidence in a safe learning environment.

By the end of this training, participants will be able to:

• Understand how public speaking can be used as a powerful business advantage.
• Apply the techniques from the course into short, simple and powerful vignettes.
• Discuss and share individual techniques and tips.
• Give constructive feedback to themselves and their colleagues performance.

Format of the Course:

• Instructor led.
• Varied presentations, briefings and group exercises.
• Break out scenario workshops, individual and group presentations.

This instructor-led, live training in the Netherlands (online or onsite) is aimed at beginner-level professionals who wish to understand stress dynamics, learn practical strategies to manage stress, and implement techniques to enhance well-being in the workplace.

By the end of this training, participants will be able to:

• Identify personal and workplace stressors.
• Distinguish between productive and negative stress.
• Apply practical techniques to reduce and manage stress.
• Develop resilience through empowerment exercises.

This 1-1 live training (online) in the Netherlands is aimed at everyone who wish to get more structure and productivity in their job.

By the end of this training, participants will be able to:

• Get more in life.
• Control their time.
• Get their focus back.
• Plan their week effectively.
• Know how to deal with stress.