Welcome to the summer edition of Abbeydale News. In this issue we are profiling one of our key management trainers

Mary Eland

Mary has been designing and delivering training courses for the last ten years. Prior to this she was a human resources professional who has managed teams for a large electronics firm and a national distribution organisation. She was responsible for all company human resources activities encompassing personnel, training and development and recruitment.

In addition Mary is an accredited trainer for the Institute of Leadership and Management (ILM) and designs and delivers a range of leadership and management programmes. Recently she completed a Practitioners course in Neruo Linguistic Programming (NLP). NLP basically claims that the experiences we have in life have programmed us to behave in a certain way – not always good for us. The good news is it also claims that we can all re-programme ourselves to adopt more positive behavioural patterns and have better, fuller lives. The training has helped Mary add another dimension to her courses giving delegates an insight into a new approach to their own development and to the way they deal with others.

Mary has designed and delivered a range of leadership and general management courses for the Royal Air Force at Leeming, Linton on Ouse and Digby over the last three years. In addition she delivers management and leadership programmes for the Facilities and Estates Department at the University of Sheffield, the University of Liverpool, and many others.

In addition to the general management programmes she has very successfully developed short sessions in Customer Service a sample of which is detailed below. Customer Service is a key element to success for any organisation and needs to be consistently high from the front line reception staff through to all levels in an organisation.

Customer Service Workshop

What do your communication skills and customer service approach say about the company that you work for? Are you a shinning example that always portrays the business in a positive light, or are you human and have the odd off day? We all encounter stressful times at work, and this is when our communication skills tend to falter.

This Customer Service Workshop seeks to provide delegates with the necessary skills and behaviours that will ensure all of your customer communications project an inspiring company image and meet your business goals.

Course Objectives

• Enhance the natural communication style of delegates
• Improve delegates ability to deal with angry and awkward customers
• Focus on techniques that will deliver extra ordinary customer service
• Managing your state in times of stress and difficulty
• Maintain inspiring customer service values

Course Content

• Communication principles
• First impressions count
• Body language
• Developing and maintaining relationships with clients
• Questioning and listening skills
• Dealing with difficult customers
• Dealing with stressful times
• Projecting a positive company image
• Practising real life situations