Management Training Courses

Management Training Courses

Δραστηριότητες μάνατζμεντ με μάθημα διαχειριστή σε τοπικό επίπεδο Ελλάδα .

Testimonials

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Management Subcategories

Business Motivation Model Training CoursesBusiness Motivation Model
Change Management Training CoursesChange Management
Corporate Governance Training CoursesCorporate Governance
Human Resources Training CoursesHuman Resources
Professional Development Training CoursesProfessional Development
Strategic Management Training CoursesStrategic Management
KAIZEN Training CoursesKAIZEN
Lean Training CoursesLean
NHS Training CoursesNHS
Quality Management System (QMS) Training CoursesQuality Management System (QMS)

Management Course Outlines

Title
Duration
Overview
Title
Duration
Overview

Balanced Scorecard

14 hours
Overview
The training is designed to help anyone who is thinking of implementing or working on a balanced scorecard project

Marketing for primary care National Health Service NHS

14 hours
Overview
This training course has been created for Practice Managers, Practice Owners, General Practitioners, NHS administrators, CCG staff who need to develop practical marketing skills. It is not designed for academic purposes, but offers practical advice on understanding marketing strategy, realizing the importance of market segmentation, identifying patient groups not been catered to by primary care, creating effective, ethical strategies to boost your list size, ensuring that your communication materials are understood and reaching non native speakers of English.

This course focuses on marketing for primary care in which results and continuous learning are the most important factors. The main emphasis is strategy using current real-world examples from a number of unrelated industries in order to learn how marketing campaigns work, then we are going to apply them to primary care and then your practice. Each course member will have the opportunity to create a marketing plan, learn how to implement it in practice and learn how to measure success.

The first practical course on marketing for general practice

KAIZEN

7 hours
Overview
KAIZEN is derived from Japanese and means "continuous improvement". It can be used in the workplace as well as in the work process.

Kanban Management Professional 1

14 hours
Overview
Kanban Management Professional 1 (KMP1) is a highly interactive two-day course accredited by the Lean Kanban University (LKU). It combines teaching, group discussions and a fully immersive simulation to illustrate how the Kanban Method helps individuals, teams, and organisations to manage and improve the delivery of products and services to their customers.

The Kanban Method provides pragmatic, actionable, evidence-based guidance for successful evolutionary change. It starts with what you do now and pursues evolutionary change while respecting current roles, responsibilities and job titles, and encouraging leadership at all levels. This allows organisations to evolve business processes gradually, define and use relevant metrics to measure progress, and significantly reduce the risks associated with complex change programmes.

You will leave this course with knowledge of the Kanban principles and general practices, and skills that will enable you to apply Kanban with confidence in your organisation.

What Will You Learn?
- Identify internal and external sources of dissatisfaction
- Analyse demand vs capability
- Model the knowledge discovery process
- Design kanban systems and their visualisations
- Identify and prioritise improvements
- Choose cadences for activities
- Identify classes of service

What Will I Receive?
Course materials (print & electronic)
Electronic copy of the book "Kanban - Successful Evolutionary Change for Your Technology Business" by David J. Anderson
Membership of the Lean-Kanban University (LKU)
Lean-Kanban University (LKU) certificate of course completion

Who Is This Course For?
Anyone who is involved in product development or knowledge work. This includes but is not limited to the following:
Programme and delivery managers
Product and project managers
Product developers, software developers and testers
People working in operations or support
Business analysts
High-level management
Anyone interested in implementing Agile in their organisation

Lean 5S for Non-Manufacturing Purposes

7 hours
Overview
Who should attend: Managers interested in improving productivity by implementing 5S and who want to make sure they are starting this vital concept the right way.

This training course has been created for professionals from all sectors. It can be tailored to dental clinics, laboratories, offices etc. It is not designed for academic purposes, but offers practical advice how to implement 5S

The course is aimed at leaders and agents for change who want to make sure that they are introducing 5S the right way.

Each course member will have the opportunity to get hands on experience through a number of exercises to demonstrate that 5S works

Upon completing the training you will:

- Understand how 5S works and improve efficiency by 10 to 30%
- Be able to indentify sources of waste and improve profitability
- Understand the reasons for the five step process and know how to implement it
- Have the tools and procedures in order to improve processes
- Develop a concrete plan to introduce 5S to your workplace

If you are thinking about improving workplace efficiency, winning more orders and satisfying your customers while improving safety, you cannot afford not to take this course

Lean Distribution: Implementing Lean in Distribution, Logistics, and Supply Chain Operations

14 hours
Overview
Lean Distribution refers to the application of Lean Manufacturing concepts to distribution, logistics and supply chain operations. The focus is on adding value for customers, while identifying and eliminating waste—anything that doesn't add that value.

In this instructor-led training, participants learn the methodology, teams and tools needed to implement Lean within their own distribution centers and supply chain operations while establishing a culture of continuous improvement.

The training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. Some of the concepts covered include:

- Calculating the true cost of fulfillment
- Lowering total costs across the supply chain
- Overcoming resistance to change
- Cultivating leadership and instilling a mindset of Lean thinking across the organization

Audience
Managers and professionals responsible for implementing lean principles in distribution, logistics and supply chain operations

Format of the course
Part lecture, part discussion, exercises and hands-on practice

Lean IT: Applying the Principles of Lean to IT Operations

14 hours
Overview
When an enterprise begins a lean transformation, be it in manufacturing, services, or technology, too often the IT department is left out of the picture. Lean IT is a response to this. Lean IT is an extension of Lean principles to information technology (IT), its principle tenet being "the elimination of waste" (work that adds no value to a product or service).

In this instructor-led training, participants learn how to unpack the problem of waste in an IT organization. Through the coverage of theory, case-study activities, and hands-on practice with the tools, methods, and metrics needed, participants learn the critical thinking, analytical and communication skills needed to address the problem of waste in IT operations. By way of this interactive process, participants learn how to apply Lean IT principles and practices within their own organization and establish a culture of continuous improvement in IT.

At the end of this course, participants will understand the impact and role of the IT department in an organization's Lean transformation. In practical terms, participants will learn how to:measure business performance

- quantify the return on "innovation"
- assess business processes and identify waste
- reduce operating costs
- improve quality and performance
- improve service levels, manage change, and take advantage of emerging technologies
- maintain quality and stability over time
- make "Lean thinking” an integral part of the enterprise and every IT professional's toolkit

Audience
Managers and specialists working in an IT Organization

Format of the course
Part lecture, part discussion, exercises and hands-on practice

Lean Management: Lean Management in Manufacturing

14 hours
Overview
Lean Management is an approach to running an organization. It promotes a long-term view of work and a culture of continuous improvement -- seeking to continuously and systematically achieve small, incremental changes in processes in order to improve efficiency and quality.

In this instructor-led, live training, participants learn how to apply Lean principles and practices within a manufacturing context and establish a culture of continuous improvement.

The training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. Some of the concepts covered include:

- Determining the root cause of inefficiencies.
- Measuring performance.
- Realizing the continuous improvement cycle.
- Organizing Kaizen events.
- Instilling a mindset of Lean thinking across the organization.

Format of the course

- Part lecture, part discussion, exercises and substantial hands-on practice

Lean S5

7 hours
Overview
Who should attend: Lean and change agents, operational leaders and professionals who want to make sure they are starting this foundational concept the right way.

This training course has been created for professionals from all sectors in manufacturing etc. It is not designed for academic purposes, but offers practical advice how to implement 5S in your production facility

The course is aimed at leaders and agents for change who want to make sure that they are introducing 5S the right way.

Each course member will have the opportunity to get hands on experience through a number of exercises to demonstrate that 5S works

Upon completing the training you will:

- Understand how 5S works and improve efficiency by 10 to 30%
- Be able to indentify sources of waste and improve profitability
- Understand the reasons for the five step process and know how to implement it
- Have the tools and procedures in order to improve production processes
- Develop a concrete plan to introduce 5S to your workplace

If you are thinking about improving workplace efficiency, winning more orders and satisfying your customers while improving safety, you cannot afford not to take this course

Lean Services: Lean Management For The Service Industry

14 hours
Overview
Lean Management is about customer focus, developing and maintaining systems and processes to provide value for customers. Lean Services is the application of lean concepts to service operations.

In this instructor-led training, participants learn how apply Lean principles and practices within their own organization and establish a culture of continuous improvement.

This interactive training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. Moreover, this training aims to instill a mindset of Lean thinking.

Audience

- Business managers

Format of the course

- Part lecture, part discussion, exercises and hands-on practice

Management and Team Development

7 hours
Overview
Audience

Managers and Team Leaders who need to be fully aware of the issues surrounding the management and development of their staff (direct and indirect reports)

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:

- Understand the different skills required for Managing and for Leading
- Develop their team in the most-effective way
- Explain how best to deliver Change in their part of the organisation
- Manage staff performance better
- Successfully negotiate their preferred solutions
- Explain how to deal with the difficult situations they may encounter in the office

Market Forecasting

14 hours
Overview
Audience

This course has been created for analysts, forecasters wanting to introduce or improve forecasting which can be related to sale forecasting, economic forecasting, technology forecasting, supply chain management and demand or supply forecasting.

Description

This course guides delegates through series of methodologies, frameworks and algorithms which are useful when choosing how to predict the future based on historical data.

It uses standard tools like Microsoft Excel or some Open Source programs (notably R project).

The principles covered in this course can be implemented by any software (e.g. SAS, SPSS, Statistica, MINITAB ...)

Integrated Risk & Corporate Governance

35 hours
Overview
Overview

Across the globe regulators are increasingly linking the amount of risk taken by a bank to the amount of capital it is required to hold and banks and financial services are increasingly being managed on risk-based management practices. The banks, their products, the regulations and the global market are becoming increasingly complex, driving ever greater challenges in effective risk management. A key lesson of the banking crisis of the last five years is that risks are highly integrated and to manage them efficiently banks have to understand these interactions.

Key features include:

- the explanation of the current risk-based regulations
- detailed review of the major risks faced by banks
- industry best practices for adopting an enterprise approach to integrating risk management across an entire organisation
- using governance techniques to build a group wide culture to ensure everyone takes an active role in managing risks in line with the banks strategic objectives
- what challenges could be faced by risk managers in the future.

The course will make extensive use of case studies designed to explore, examine and reinforce the concepts and ideas covered over the five days. Historical events at banks will be used throughout the course to highlight how they have failed to manage their risks and actions that could have been taken to prevent loss.

Objectives

The objective of this course is to help bank management deliver an appropriate integrated strategy for managing the complex and changing risks and regulations in today’s international banking environment. Specifically this course aims to give senior level management an understanding of:

- major risk within the financial industry and the major international risk regulations
- how to manage a bank’s assets and liabilities whilst maximising return
- the interaction between risk types and how banks use an integrated approach for their management
- corporate governance and the best practice approaches to managing the diverse interests of the stakeholders
- how to develop a culture of risk governance as a tool for minimising unnecessary risk taking

Who should attend this seminar

This course is intended those who are new to integrated risk management, senior management responsible strategic risk management, or those who wish to further their understanding of enterprise risk management. It will be of use to:

- Board level bank management
- Senior managers
- Senior risk managers and analysts
- Senior directors and risk managers responsible for strategic risk management
- Internal auditors
- Regulatory and compliance personnel
- Treasury professionals
- Asset and liability managers and analysts
- Regulators and supervisory professionals
- Suppliers and consultants to banks and the risk management industry
- Corporate governance and risk governance managers.

People and Team Management

21 hours
Overview
Audience

Staff who need to be fully aware of the issues surrounding People and Team Management for:

- Themselves
- Their colleagues (peers)
- Their bosses
- Their team members
- Their internal and external customers and stakeholders

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 their own behaviour before they can influence others’ behaviour
- Understand the strengths and weaknesses of the various communications media available
- Appreciate how to manage, motivate and develop their team members
- Manage their internal and external customers and stakeholders
- Explain how to deal with the difficult situations they may encounter in the office

QMS Auditor / Lead Auditor (ISO 9001)

21 hours
Overview
QMS Auditor / Lead Auditor (ISO 9001) training course explains what a QMS (Quality Management System) needs to accomplish. It also explains the requirements of a successful QMS Audit. These requirements serve as the basis of Continuous Improvement efforts towards improved products and services for the Customer.

In this instructor-led, live training, participants will learn about the QMS Audit principles, procedures and documentations as they step through a series of case studies, group discussions, and hands-on exercises and activities.

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

- Identify the Requirements for a successful QMS Audit.
- Create an Audit Checklist for a sample audit scenario.
- Report findings in accordance to ISO 9001 requirements.
- Write and grade non-conformity reports and evaluate proposals for corrective action.
- Prepare and present a convincing evaluation to top management in accordance to the organization's policy and objectives.

Format of the course

- Part lecture, part discussion, exercises and heavy hands-on practice

Strategic Development: Thinking, Planning, Management and Leadership

35 hours
Overview
Overview

This 5-day course will help delegates develop their strategic thinking, planning and management skills including the tactical and operational requirements for successful implementation in a banking environment. The course will deal with the tough issues of conflict management, managing change, what makes a good leader and how to motivate a team. Using interactive case studies as well as sector examples, delegates will be encouraged to share experiences and challenges to help build practical and work focused solutions which they can take back and actually use.

The core objective of the programme is to equip the executives with the skills to scan the business environment to uncover profitable business opportunities as well as develop strategies for gaining competitive advantage in an increasingly competitive business environment. Amongst others, the programme will also provide insight on leadership the best practices and behaviors that will strengthen the capacity of the executives to handle the complexities and uncertainties of managing a high performance financial institution.

Learning Objectives

After attending this course, delegates will be able to:

- Describe the main problems that are faced by a large bank;
- Explain the various approaches to organisational development planning;
- Analyse the current business environment and influences affecting the organisation;
- Analyse resources within and external to the organisation;
- Explain the various approaches to managing strategy and it place in the business plan;
- Evaluate the alternative development strategies so as to recommend the one(s) most suited to the needs of the firm.
- Apply a deeper understanding of strategic development plans;
- Discuss objectively the risks, benefits and costs that accompany the implementation of the new strategy including managing conflict in a team;
- Define approaches to managing the identified risks;
- Analyse the potential impacts on his or her firm (both positive and negative) that will result from implementing the new strategy;
- Design policies, systems and processes to successfully implement the emergent strategic plans;
- Cover the key steps in change management

Who Should Attend

- Product/Service Managers
- Newly appointed as well as established Managers and Team Leaders
- Heads of Operations
- Senior Bank Managers
- Human Resource Managers
- Operations Managers
- Marketing Managers

Methodology
The course consists of facilitated workshops, supplemented by case studies drawn from a combination of published real life examples and/or practical experience. There will also be opportunities for attendees to work in small groups to synthesise ideas and strategies and to apply the material in the context of their own organisations/departments. Open forum discussions will also be a key element.

Statistical Thinking for Decision Makers

7 hours
Overview
This course has been created for decision makers whose primary goal is not to do the calculation and the analysis, but to understand them and be able to choose what kind of statistical methods are relevant in strategic planning of the organization.

For example, a prospect participant needs to make decision how many samples needs to be collected before they can make the decision whether the product is going to be launched or not.

If you need longer course which covers the very basics of statistical thinking have a look at 5 day "Statistics for Managers" training.

Strategic Thinking

21 hours
Overview
Strategic Thinking refers to the process of thinking through problems and situations through a big picture lens, considering the implications of various actions, then acting upon the most ideal strategy for overall business success.

Good strategic thinkers look at challenges and opportunities analytically and consider them within the context of a company's vision and goals. Whether used by a strategy manager considering how to allocate an investment or a business developer evaluating the potential of expanding into a new market, strategic thinking is a skill that can be learned, practiced, and refined. Strategic thinking gives managers the clarity and edge needed to make better decisions and continuously move their companies in right direction.

In this instructor-led, live training, we walk new managers through the most important concepts of strategic thinking, putting theory into practice through task-based activities based on real-life cases. Participants get a unique opportunity to learn new ways of thinking, implement key concepts to solve problems, reflect on how these principles apply to their own work, and listen to and share their own perspectives with their instructor and class peers.

Format of the course

- Participants will gain a big-picture understanding of what drives their business and how their role within the organization contributes to the business's goals, vision, and bottom line. The course is interactive and activity-based, with case-studies, team-based tasks and individual presentation and problem-solving making up an important part of the course.

Strategic Planning in Practice

14 hours
Overview
This training course has been created for investors, business owners, directors, managers, executives and analysts who need to develop strategic planning skills. It is not designed for academic purposes, but to start realizing your dreams today.

This course focuses on strategic planning for businesses in which flexibility and constant learning is the most important thing. The main emphasis is corporate and investment strategy using current real-world examples. Each course member will have the opportunity to create a strategic plan and learn how to implement it in practice.

Strategic Management

21 hours
Overview
Audience

Senior Managers who need an insight into the issues of Strategic Management and its application

Format of the course

A combination of:

- Facilitated Discussions
- Slide Presentations
- Case-Studies and Examples

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

- Define issues underpinning successful strategic leadership and the link to a strong organisational climate
- Describe a range of strategic business models and their potential implications for their own business
- Define the critical concepts underpinning building high performing teams and managing change
- Define and use key financial measures of strategic success

Strategic Planning National Health Service NHS

14 hours
Overview
This training course has been created for Practice Managers, Practice Owners, General Practitioners, NHS administrators, CCG staff who need to develop strategic planning skills. It is not designed for academic purposes, but offers practical advice how to set goals, realize your plans, communicate them to colleagues and minimize conflict within the organisation.

This course focuses on strategic planning for primary care in which flexibility and continuous learning are the most important factors. The main emphasis is strategy using current real-world examples from a number of unrelated industries in order to learn how the strategic models work, then we are going to apply them to primary care.

Each course member will have the opportunity to create a strategic plan and learn how to implement it in practice. In these uncertain times in healthcare, you cannot afford not to take this course

The Kanban Method (TKP)

7 hours
Overview
Are you struggling with implementing Agile in your organization? Is the change too prescriptive? Are your teams overburdened and less productive but still too resistant for a revolutionary change?

Choose the “Alternative Path to Agility” and implement an evolutionary and humane Change Management Method which doesn’t change your process but improves it.

The Kanban Method provides pragmatic, actionable, evidence-based guidance for successful evolutionary change. It starts with what you do now and respects current roles, responsibilities and job titles. This allows organizations to evolve business processes gradually, define and use relevant metrics to measure progress, and significantly reduce the risk associated with complex change programs.

If your team is overwhelmed, Kanban can help you to get your work under control. Kanban is a new technique for dynamically managing your process and revealing bottlenecks.

This training provides the skills and knowledge you need to apply Kanban in your work and learn how to determine what to work on now, what to leave until later and what to take off the to-do list forever.

Learning Outcomes

Attendees should become familiar with the Kanban Method. They should be able to design and implement a basic Kanban board. They should be able to understand work item types and the risks associated with specific work items. They should be familiar with a variety of different Team Kanban board designs and styles and know how to choose a design that is best suited for their context. They should be aware of the training roadmap and the value and benefits to be derived at each step on the “alternative path to agility.”

Who Should Attend

This course is designed for any professional who is part of a product development or knowledge work environment and who is interested in discovering how Kanban can help improve working environments. Kanban works across multiple functions of an organization, from senior members of staff looking to adopt Lean Management to members of delivery teams willing to improve their working practices. Previous attendees to our classes have been in roles such as:

- Senior Management Positions (CxO)
- Program and Project Managers
- Product Managers, Product Owners and Business Analysts
- Scrum Team Members
- Scrum Masters, Team Leads and Change Agents
- Product & Software Developers & Testers
- Agile Coaches & Practitioners (Scrum, XP, DSDM, AgilePM, etc.)
- Other roles such as HR and Finance professionals

Certification

This 1-day course teaches the basics of the Kanban Method® and serves as the entry level and starting point to an alternative path to agility.

Upon successful completion of this training, you will receive Certificate of Completion from Lean Kanban University®. Additionally, you will earn a Team Kanban Practitioner® (TKP) credential certificate accompanied by the TKP Badge.

Project Management Institute (PMI): 7 PDUs (Professional Development Units).

University to Industry – preparing for the transition

7 hours
Overview
This course is aimed at people who are about to begin or have just begun a professional career in industry. Designed to build an understanding and appreciation of the corporate workplace, the expectations and behaviours that post graduates will face when starting their career.

Following the course, a mentor will be assigned for a period of 6 months whereby upto 6 meetings will take place (via phone, skype, etc) on a 1-2-1 basis. The purpose of these meetings will be defined between the mentor and the mentee ahead of each session and will be focused on the issues that are most important to the mentee at the time.

ISO 26262 Automotive Functional Safety

28 hours
Overview
το

ISO 26262 καθορίζει τις απαιτήσεις για τη λειτουργική ασφάλεια στον τομέα της αυτοκινητοβιομηχανίας.

αυτή η εκπαιδευτική, ζωντανή εκπαίδευση (επιτόπου ή απομακρυσμένη) απευθύνεται σε επαγγελματίες αυτοκινήτων που επιθυμούν να εφαρμόσουν το πρότυπο ISO 26262 στην οργάνωσή τους.

μέχρι το τέλος αυτής της εκπαίδευσης, οι συμμετέχοντες θα είναι σε θέση να:

- κατανοήσουν τη λειτουργική ασφάλεια, όπως σχετίζεται με την αυτοκινητοβιομηχανία και την ανάπτυξη λογισμικού.
- κατανοούν τις νομικές ευθύνες και τις απαιτήσεις συμμόρφωσης του ISO 26262.
- Εφαρμόστε τις διαδικασίες ασφαλείας που ορίζονται στο ISO 26262.

μορφή του μαθήματος

- διαδραστική διάλεξη και συζήτηση.
- πολλές ασκήσεις και εξάσκηση.
- εφαρμογή σε περιβάλλον ζωντανού εργαστηρίου.

επιλογές προσαρμογής μαθήματος

- για να ζητήσετε μια προσαρμοσμένη εκπαίδευση για αυτό το μάθημα, παρακαλούμε επικοινωνήστε μαζί μας για να κανονίσετε.

Influencing and Avoiding Conflict

21 hours
Overview
Audience

- Staff who need to be fully aware of the issues surrounding Influencing and Avoiding Conflict with :

- Their colleagues
- Their bosses
- Their internal and external customers and stakeholders

Course Objectives

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

- Appreciate the need to manage their own behaviour before they can influence others’ behaviour
- Understand the strengths and weaknesses of the various communications media available
- Manage their internal and external customers and stakeholders

Format

The course will be a highly-interactive combination of:

- Facilitated Discussions
- Slide Presentations
- Exercises and
- Case Studies

Customer Care Services

14 hours
Overview
Εισαγωγή.

Κάθε ένας από εμάς εξυπηρετεί πελάτες, παρέχοντας μια θετική εξυπηρέτηση πελατών στους πελάτες είναι ζωτικής σημασίας και δημιουργώντας ευκαιρίες για επαναλαμβανόμενη επιχειρηματική δραστηριότητα είναι σημαντική.

Το μάθημα της Υπηρεσίας Εξυπηρέτησης Πελατών θα εξετάσει όλους τους τύπους πελατών και πώς θα τους εξυπηρετήσουμε καλύτερα και θα βελτιωθούμε στη διαδικασία. Οι συμμετέχοντες θα έχουν στη διάθεσή τους ένα ισχυρό σύνολο δεξιοτήτων που θα περιλαμβάνει συναλλαγές πρόσωπο με πρόσωπο, τηλεφωνικές τεχνικές, αντιμετώπιση δύσκολων πελατών και δημιουργία επιχειρήσεων επιστροφής.

Σκοπός

Κάθε ένας από εμάς εξυπηρετεί τους πελάτες, παρέχοντας μια θετική εξυπηρέτηση πελατών στους πελάτες είναι ζωτικής σημασίας και δημιουργώντας ευκαιρίες για επαναλαμβανόμενη επιχειρηματική δραστηριότητα είναι σημαντική.

Αυτό το μάθημα Υπηρεσιών Εξυπηρέτησης Πελατών έχει σχεδιαστεί για να εξοπλίζει και να βελτιώνεται. Οι συμμετέχοντες θα έχουν στη διάθεσή τους τα βασικά προσόντα και τις γνώσεις που απαιτούνται για το προσωπικό της πρώτης γραμμής για να χειρίζονται τις επαφές με τους πελάτες μέσω τηλεφώνου, ηλεκτρονικού ταχυδρομείου και προσωπικής επικοινωνίας, μέσω τηλεφωνικών τεχνικών με δύσκολους πελάτες και με επιτυχία την επιχείρηση επιστροφής.

Εκπαιδευτικά οφέλη.

- Προσδιορίστε και καλύψτε τις προσδοκίες των πελατών
- Επικοινωνήστε αποτελεσματικά με τους πελάτες
- Διαχείριση των αντιλήψεων των πελατών
- Αντιμετωπίστε διαφορετικούς τύπους πελατών
- Απαντήστε αποτελεσματικά στις προσωπικές επαφές και στις τηλεφωνικές επαφές των πελατών
- Γράψτε αποτελεσματικά μηνύματα ηλεκτρονικού ταχυδρομείου και γράμματα
- Διαχειριστείτε το άγχος
- Μαθήματα συζήτησης και άσκησης
- Οι ασκήσεις τόνωσης παρέχονται καθ 'όλη τη διάρκεια της συνόδου, επιτρέποντας στους συμμετέχοντες να εντείνουν τις τεχνικές επίλυσης προβλημάτων τους και να βελτιώσουν τις δεξιότητες και τη νοοτροπία των Υπηρεσιών Εξυπηρέτησης Πελατών. Αυτό το μάθημα έχει σχεδιαστεί για να φιλοξενεί ένα ευρύ φάσμα πελατειακών υπηρεσιών και ικανοτήτων.

Business Modeling for an Agile Enterprise

14 hours
Overview
Objective:

Helping Business Analysts to understand how to efficiently model and validate their business processes and resources in order to increase business agility of their organization on the basis of their target architecture and changing market needs.

This 2 day training course aims at helping delegates to learn how to model their business processes and resources in order to adapt them to changes of their goals, strategies and impacted capabilities as part of the target architecture. On the basis of the key elements of business performance (strategies, tactics, KPI, business capabilities, etc...), delegates learn there how to elaborate a vision centric business process and resource cartography. Then, only using the appropriate BPMN and UML notation adapted to their language, they understand how to adapt them to changing strategies, tactics and policies.

Customer Service Care Strategy

14 hours
Overview
μια αποτελεσματική στρατηγική φροντίδας πελατών είναι απαραίτητη για την ανάπτυξη της επιχείρησής σας.... Μια στρατηγική εξυπηρέτησης πελατών διαδραματίζει σημαντικό ρόλο στην οικοδόμηση πελατών ικανοποίηση, βοηθώντας σας να διατηρήσετε πιστή πελάτες και να αυξήσετε τα επίπεδα της επαναλαμβανόμενης επιχείρησης.

το μάθημα αυτό επικεντρώνεται στις στρατηγικές και τις δεξιότητες για τη δημιουργία σχέσεων δια βίου πελατών, αναπτύσσοντας πολύτιμες και αποτελεσματικές στρατηγικές φροντίδας πελατών.

Οι

ικανοποιημένοι πελάτες μπορούν, μέσω συνομιλιών και διηγήσεών τους, να γίνουν εθελοντές πρεσβευτές της εταιρείας σας και είναι πολύ πιθανό να προτείνουν τις υπηρεσίες ή τα προϊόντα σας σε άλλους.

το μάθημα αυτό θα βοηθήσει επίσης τους συμμετέχοντες να επικοινωνούν αποτελεσματικά, κατάλληλα και σαφώς σε όλες τις περιπτώσεις.

στόχοι

βοηθά τους συμμετέχοντες να αναπτύξουν μια αποτελεσματική στρατηγική εξυπηρέτησης πελατών, να σχεδιάσουν και να εφαρμόσουν συστήματα που επικεντρώνονται στην εκπλήρωση των αναγκών των πελατών και την αξιολόγηση της υπηρεσίας τους έναντι των ανταγωνιστών τους, Εξετάστε την ποιότητα της τρέχουσας εξυπηρέτησης πελατών σας, να ορίσετε στόχους και να δημιουργήσετε μια στρατηγική για την επίτευξη των ακόλουθων.

- δημιουργία και αύξηση της ποιότητας εξυπηρέτησης πελατών.
- κρίσιμες ποιοτικές δεξιότητες εξυπηρέτησης πελατών.
- επικοινωνιακές δεξιότητες με τους πελάτες
- συνομιλίες μέσω τηλεφώνου

- E-mail για να βελτιώσετε την εξυπηρέτηση πελατών …
- Πώς να ασχοληθεί με δύσκολους πελάτες
- Do και οι απαγορεύσεις της εξυπηρέτησης πελατών

μορφή του μαθήματος

- διαδραστική διάλεξη και συζήτηση.
- πολλές ασκήσεις και εξάσκηση.
- εφαρμογή σε περιβάλλον ζωντανού εργαστηρίου.

επιλογές προσαρμογής μαθήματος

- για να ζητήσετε μια προσαρμοσμένη εκπαίδευση για αυτό το μάθημα, παρακαλούμε επικοινωνήστε μαζί μας για να κανονίσετε.
- για να μάθετε περισσότερα σχετικά με ___, παρακαλούμε επισκεφθείτε: ___

Assertiveness

7 hours
Overview
A highly participative course involving individual and group discussions and skills practice to enable delegates to share ideas and develop their skill levels.

Audience

Anyone who is looking to enhance their assertiveness skills

Aim

This course aims to raise confidence and increase the delegate’s ability to communicate confidently and assertively with colleagues and customers.

Objectives

By the end of the programme the participants will:

- Understand and overcome the barriers to being assertive
- Recognise behaviour traits within yourself and others and learn effective strategies for managing them
- Communicate effectively with a wide range of people to achieve a win-win situation wherever possible
- Effectively manage difficult situations.

Mentoring and Coaching

7 hours
Overview
The aim of this one day course is to provide delegates with mentoring and coaching skills for the workplace. By the end of the course, delegates will be able to:

- State the difference between mentoring and coaching
- Discuss relevant learning theories
- Describe different learning styles
- Explain the feedback model
- Outline basic coaching principles
- State the component parts of the GROW coaching model

Upcoming Management Courses

Business Communication Skills

2019-05-06 09:30:00
Θεσσαλονίκη (Thessaloniki)
Remote
7500EUR
 Classroom
8700EUR
Read more

Business Communication Skills

2019-05-13 09:30:00
Nicosia, Jacovides Tower
Remote
7500EUR
 Classroom
8700EUR
Read more

Business Communication Skills

2019-07-01 09:30:00
Θεσσαλονίκη (Thessaloniki)
Remote
7500EUR
 Classroom
8700EUR
Read more

Business Communication Skills

2019-07-29 09:30:00
Nicosia, Jacovides Tower
Remote
7500EUR
 Classroom
8700EUR
Read more

Business Communication Skills

2019-09-30 09:30:00
Nicosia, Jacovides Tower
Remote
7500EUR
 Classroom
8700EUR
Read more

Other regions

ΚύπροςΛευκωσίαΑθήναΠάτραΘεσσαλονίκη

Other countries

These courses are also available in other countries ››

Consulting

Management Consulting
Weekend Management courses, Evening Management training, Management boot camp, Management instructor-led, Weekend Management training, Evening Management courses, Management coaching, Management instructor, Management trainer, Management training courses, Management classes, Management on-site, Management private courses, Management one on one training

Course Discounts

R for Data Analysis and Research

Thu, 2019-05-30 09:30
Nicosia, Jacovides Tower
Remote
1750EUR
1575EUR
 Classroom
2150EUR
1975EUR
Read more

RPA: Implementing Robotic Process Automation

Tue, 2019-06-04 09:30
Nicosia, Jacovides Tower
Remote
5250EUR
4725EUR
 Classroom
6050EUR
5525EUR
Read more

Deep Learning for Vision

Mon, 2019-07-29 09:30
Nicosia, Jacovides Tower
Remote
5250EUR
4725EUR
 Classroom
6050EUR
5525EUR
Read more

Web Application Security

Mon, 2019-07-29 09:30
Nicosia, Jacovides Tower
Remote
3500EUR
3150EUR
 Classroom
4100EUR
3750EUR
Read more

Financial Trading with R

Mon, 2019-09-30 09:30
Nicosia, Jacovides Tower
Remote
5250EUR
4725EUR
 Classroom
6050EUR
5525EUR
Read more

Course Discounts Newsletter

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Some of our clients

is growing fast!

We are looking to expand our presence in Greece!

As a Business Development Manager you will:

  • expand business in Greece
  • recruit local talent (sales, agents, trainers, consultants)
  • recruit local trainers and consultants

We offer:

  • Artificial Intelligence and Big Data systems to support your local operation
  • high-tech automation
  • continuously upgraded course catalogue and content
  • good fun in international team

If you are interested in running a high-tech, high-quality training and consulting business.

Apply now!