Communication

Leadership & Communications

Network: 
Farm Business Skillnet
Duration One day
Comment This course will be run at intervals throughout the year and offered to all Volunteers at the beginning of their 4 year cycle. It will also be open to existing Volunteers who feel they would benefit from this training
Number of Places 15 per day
Course Fee None
Subjects Taught Communications and Officer Skills
Enrolment and Start Dates Comment TBC
Financial Support 50% Skillnet Grant and 50% Sponsorship by IFA Telecom
Course Content IFA Policy - at domestic and European level, Communications, Lobbying, Officer Skills such as Meetings, Reports, Minutes etc
Careers or Further Progression Personal development and skills to help rise to higher voluntary position
Entry Requirements Open to new IFA Volunteers
Further Enquiries Celine Reynolds
Farm Business Skillnet Network Manager
Tel: 01 426 0324
Mob: 086 687 8648
Email: celinereynolds@ifatelecom.ie
Eligibility Anyone in a Voluntary postion at either National, County or Branch level in IFA
Learning Outcomes To equip new Volunteers with the skills necessary on taking up a Voluntary role within the IFA organisation
Methods of Assessment Evaluations
Trainer IFA - Director of Organisation James Kelly and IFA National Treasurer JJ Kavange
Location of Course Irish Farm Centre, Bluebell, Dublin 12
Available to Job Seekers: 
Yes
Certified: 
No

West Clare Discussion Group - Communication & Negotiation Training

Network: 
Farm Business Skillnet
Duration One day
Number of Places 15
Course Fee €60
Subjects Taught Communication, Behaviour Styles, Influencing and Negotiation, Problem Solving, Relationship Building
Enrolment and Start Dates Comment 15th January 2013
Financial Support 50% Skillnet grant
Course Content Communication, Behaviour Styles, Influencing and Negotiation, Problem Solving, Relationship Building
Entry Requirements Member of West Clare Discussion Group
Further Enquiries Celine Reynolds
Farm Business Skillnet Network Manager
Tel: 01 426 0324
Mob: 086 687 8648
Email: celinereynolds@ifatelecom.ie
Eligibility Member of West Clare Discussion Group
Learning Outcomes Better equipped to lobby and negotiate
Methods of Assessment Evaluation
Trainer Donal Fitzgibbon, Islanduane, Mungret, Co Limerick - 061 227975
Location of Course Kilrush Golf Club
Available to Job Seekers: 
Yes
Certified: 
No

Sales through Service

Network: 
CCMA Ireland Skillnet
Duration 2 days
Course Content Programme Overview
The objective is to increase the number of leads generated by agents and to have 100% of employees participate in the programme.

The aim of the sales through service workshops is to increase understanding of the importance of the lead generation programme for the growth of the company. We need to identify agents strengths and weaknesses in this area in order for us to understand the areas we need to work on so that we can meet our objective.

Who is this Course For?
Team leaders who wish to develop their coaching skills, giving themselves, and those directly influenced by their leadership, the ability and zeal to satisfy the customer.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Upon completion of this program, success should be achieved in the following areas:
• Sales of Ports (connections from other networks) to target
• Sales of product to overachieve target
• Mystery Shop to achieve a rolling average of 75%
• NPS score
• 100% compliance to Mystery shop questions
• Enabling a change in culture from a customer led sale to a Consultant led sale
• creating a shift from a passive response to competitor analysis to one where products are sold as the clear winner
• producing individual employees who strive to assist the customer however possible with the use of enthusiastic team work
Course Web Page: 
http://ccma.ie/page.php?s=training&id=263
Available to Job Seekers: 
Yes
Certified: 
No

Conflict Management

Network: 
CCMA Ireland Skillnet
Duration 5 day programme
Number of Places Max 8/10 per class
Course Fee Contact training@ccma.ie
FETAC Code E30161: Conflict Management
Enrolment and Start Dates Comment This course is arranged around demand.
Course Content This course is designed to help participants understand how they deal with conflict and sometimes even cause it to happen. Participants will learn how to use conflict in a positive and productive way which will lead to greatly improved relationships with both colleagues and customers.
Entry Requirements Level 5 certificate or equivalent or relevant life / work experience
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the course, participants will have practical skills for handling conflict in the workplace.

Over the five days, participants will:
• Develop a personal awareness of their own style of conflict management
• Clearly identify the most appropriate way to deal with people in difficult situations
• Understand how their style influences different situations
• Develop skills to achieve a win-win outcome
• Understand how personal and organisational change can cause conflict
• Practice and develop their skills in conflict resolution
• Gain techniques for dealing with anger in both themselves and others
• Develop skills in listening, giving and receiving feedback
• Understand the role of mediation in resolving conflict

Methods of Assessment • A case study project (50%)
• An assignment (25%) and
• A learner journal (25%)
Location of Course Can be delivered nationwide pending demand
Course Web Page: 
http://ccma.ie/training/348/conflict-management-fetac-level-6.html
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
CCMA Ireland Skillnet
Duration One day workshop
Course Content Programme Overview
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Who is this Course For?
A practical and interactive one-day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing to name but a few.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Course Web Page: 
http://ccma.ie/page.php?s=training&id=258
Available to Job Seekers: 
Yes
Certified: 
No

Effective Outbound Telephone Sales Techniques

Network: 
CCMA Ireland Skillnet
Duration A practical and interactive one to two day workshop
Course Content Programme Overview
The aim of this workshop is to help sales staff achieve a greater appreciation of the importance of making outbound calls and to become more effective in their ability to influence and communicate with customers using the telephone to grow sales.

The participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills and techniques in to confidently make outbound calls to increase sales whilst building valuable customer relations.

Who is this Course For?
A practical and interactive one to two day workshop, the course is designed for all sales staff who make outbound telesales calls to new customers or follow up calls to incoming enquiries, sales and customers.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communications skills to increase sales and customer relations
• Overcome reluctance, handle rejection and create opportunities through outbound calls
• Become more assertive in their daily exchanges by phone
• Improve their efficiency on the telephone through better preparation and planning
• Present a professional image, create the right impression and build trust with the customer
• Really listen to customers and pre-empt customers’ needs through skillful questioning
• Talk to customers in their own language and know how & when to control the call
• Guide the customer through each stage of the sales presentation
• Develop attention grabbing introductions so customers will want to talk to you
• Be able to ask the right questions in order to qualify sales and get customer feedback
• Build a case, handle objections and qualify the price
• Learn the importance of tone of voice to create empathy and influence customers
• Write slick sales scripts to win sales and happier customers
• Show discretion and tactfulness, when helping customers make the right decision
• Learn to recognise buying signals, know when to ask for the order and close the sale
• Apply adaptable skills to generate additional sales in a confident and competent manner
Course Web Page: 
http://ccma.ie/page.php?s=training&id=259
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
IPFMA Skillnet
Duration One day
Comment To book places on this course, please review the booking terms and conditions below and then call the Network Manager at 085 852 0166 or email skillnet@ipfma.com

Terms & Conditions
1. On receipt of your booking request, OPTIMA Skillnet will confirm your booking and will issue an invoice. Please supply an order number if required by your company.
2. All course fees must be paid in full prior to the commencement of the course.
3. Claims in respect of any cancellation received in writing seven days prior to course will be met in full. All cancellations thereafter will be payable in full. Substitutions may be made at any time.
4. We reserve the right at our absolute discretion and without further liability to cancel the course in which case payment will be refunded.

Number of Places 14
Course Fee 150
Subjects Taught • Communicate with customers in a professional and personable manner
• The importance of customer service to meet customer’s expectations
• How customers evaluate service – RATER (reliable, assurance, tangibles, empathy, responsive)
• Exceptional service – exceed customer expectations at each stage of the service cycle
• The importance of tone of voice to build confidence and control the call
• Create great first impressions and apply the right attitude even under pressure
• Understand what customer’s really want – ask the right questions and verify
• The impact of poor customer service and why customers don’t complain
• Encourage and motivate feedback and complaints from customers to improve business
• Calm the customer, show empathy and really listen to customers
• Measure the severity of complaints to provide the appropriate response required
• Deal with the 3 types of human behaviour – assertive, aggressive and submissive
• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
• Excel in service recovery management – manage complaint and create new opportunities
• Manage different types of customers and difficult situations positively
Enrolment and Start Dates Comment 30th May 2013
Course Content This practical and interactive one-day workshop is designed for staff who communicate daily with internal and external customers by telephone, in particular those who may have to deal with customer complaints on a regular basis. This includes property and facility managers and the full range of support staff in customer service, administration, reception, sales, accounts, order processing, technical support, etc.

The overall aim of the workshop is to help participants develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Training Methodology
The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual / group needs. Each learner receives a workshop manual.

Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Download Application Form http://www.ipfma.com/register-for-skillnet/
Learning Outcomes After completing the workshop, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Location of Course Dublin
Course Web Page: 
http://www.ipfma.com/ipfma-skillnet/training-courses/telephone-skills/
Available to Job Seekers: 
Yes
Certified: 
No

Effective Presentation Skills

Network: 
Biznetcork Skillnet
Duration One day
Number of Places 7
Course Fee €130.00 for members of Cork Chamber of Commerce
€210.00 for non-members
Subjects Taught Introduction
• Introduction to Presentation Skills / Communication
• The Role of the Presenter
• Listening Skills
• Recall and Retention

Stage One - Preparing The Presentation
• Clear Objective
• Know your audience
• Gathering Presentation Content – Mind Mapping
• Work on Content – The “IT Method”
• Enhancing Content
• Presentation Format / Structure
• Practical – Define Objectives, gather content and structure and spice your presentation

Stage Two - Preparing Yourself
• Face the Fear
• Manage your environment
• Avoid Techno-Terrors
• Rehearsing
• Some practical advice
• Practical – Deliver your presentation on a 1-1 basis (Run-through)

Stage Three - Delivering The Presentation
• What has the most impact?
• Body Language & Eye Contact
• Using your voice
• Handling Q & A Sessions
• Dealing with Difficult Audiences
• Delivery habits to avoid
• Practical – Deliver your presentation. This will be recorded and written feedback will be offered. You will have time to evaluate your own performance privately.

Enrolment and Start Dates Comment Enrolment and Start Dates: 09/01/2013 for 12/02/2013
Financial Support We have limited spaces available on each course for jobseekers.
Course Content Participants will work on a presentation throughout the day and will then deliver that presentation at the end of the day. The presentation will be recorded to a mini-dvd so that the participant can use it as a learning aid following the training. Written feedback will be given by the trainer and other participants.
Entry Requirements No previous experience is required and all materials are provided on the day
Further Enquiries Aoife Dunne
Training Administrator
t: 021 453 0141
e: aoife@corkchamber.ie
Learning Outcomes Those who would like to gain confidence when designing and delivering a presentation and would like to learn a process that can be applied for all future presentations.
Trainer E-Bridge
Location of Course Regus offices, Building 1000 (2nd Floor), City Gate, Mahon, Cork
Course Web Page: 
https://www.corkchamber.ie/biznetcork-skillnet/2013/02/12/Effective-Presentation-Skills
Available to Job Seekers: 
Yes
Certified: 
No

Social Media Training

Network: 
Travel Professionals Skillnet
Duration Half-day, 2.00pm to 5.30pm.
Number of Places 10
Course Fee TBA
Enrolment and Start Dates Comment Various dates in 2013
Course Content Catch up on the latest developments in Social Media including short courses on Facebook, Linkedin, Twitter and Blogging and how best to use these tools for your business.
Further Enquiries email: info@itaa.ie
Tel: (01) 417 9696
Trainer Carole Smith SynNeo
Available to Job Seekers: 
Yes
Certified: 
No

Present with High Impact for Leaders

Network: 
South West Gnó Skillnet
Duration 2 Days, 9.30am to 5.00pm.
Number of Places 6
Course Fee €400 for Members €500 for Non-members
Membership for 2013 is just €100
Enrolment and Start Dates Comment Date: 24th & 25th September, 2013.
Financial Support Eligibility Criteria for Companies
1. In order to avail of subsidised training your company/business must become a member company of South West Gnó Skillnet. (Membership is only €100 for 2013)
Please contact us for further information.

2. Only private sector or commercial semi-state enterprises can be member companies that avail of training through South West Gnó Skillnet.

The following cannot become member companies of South West Gnó Skillnet:
· Public sector organisations
· Charity or Not-for-Profit Organisations
· Companies based outside the Republic of Ireland

Course Content Course Outline
Day 1 (of 2) – Workshop Outline
Note: Each participant is asked to prepare in advance and bring along the outline of a 15 minute presentation on a business topic and/or on a subject of their choice which will be presented on Day 2

The first day of the workshop is built around a number of instruction sessions which impart knowledge and demonstrate advanced presentation skills and an opportunity to learn the skills of impromptu speaking. Day 2 centres around the preparation, presentation and comprehensive feedback of delegates own material.

• Introduction, Outline, Aims & Objectives and expectations of the day
• Group Introductions (involving 5 minute ‘mini presentation’ by each participant)

Preparing an Organising your material
• Review of Audience & Situation Analysis
• Why have I been asked to present – linking the purpose of your talk to the content and to the audience
• The 4MAT System – how to engage all your audience
• The Art of Impromptu Speaking – why is it so important?

Managing your Non Verbal Communication
• What message is your body language giving?
• Effective Eye Contact
• Becoming aware of your gestures, mannerisms and habits and making
them work for you!

First and Last Impressions
• Start right
• Going out in style
Taking control of your symptoms of fear
• What happens to us when we get nervous? Why does our body react as it does?
• What is your recovery strategy when things go wrong? – Murphy’s Law
• Tips and techniques to harness nervous energy

Building Rapport with the Audience
• The importance of Timing
• Humour – when it’s appropriate, when it’s not!
• Watching your Crutch Words (Ah’s and Am’s etc)
• How to avoid ‘going off on tangents’

Day 2 – Pre-Prepared Presentation Practice and Feedback
• Day 2 will involve each participant having the opportunity to deliver a 15 minute Presentation on a topic of their choice (Power point optional)

• One member of the group and I will offer individual effective feedback on their presentation in a totally non-judgemental, safe and supported, yet structured environment where participants will gain insights on their delivery style and receive suggestions for improvement

• Handling Difficult Questions – techniques for:
o Remaining confident and professional when you don't know
the answer
o Practising saying you don't know
o Referring people to others
o Being able to say what you do know
o Treating each question as an opportunity, rather than a missile

• Discussion, questions and answers, additional tips and techniques

• Summing up and Personal Take Aways from the Programme

We will spend a short time reviewing the work of the two days – following which each person to identify and to make a short presentation about:
o What they know they will take from the Advanced Presentation Skills Course and what they will do differently in future presentations
o What support or development they need over the coming months
o What they need to do to ensure they practise

Note: We would highly recommend that participants find an opportunity to deliver an 'advanced presentation' as soon as possible to reinforce the work of the programme.

• Evaluations and Close
The Programme workshops are carried out in a supportive, encouraging and fun environment where participants are invited to be themselves and hone a presentation style that they feel comfortable with. And with a group size of 6 per workshop, there will be ample time for practice, feedback and more practice, thus quickly enhancing their confidence as they experiment and learn through practical experience. Mary T’s training delivery style is interactive, energetic, motivational and fun.

Further Enquiries Oonagh McGregor
South West Gno Skillnet
Email: info@southwestgno.com
Tel: 064 663 6622
Eligibility Any person who requires Presentation Skills.
Learning Outcomes Enhanced confidence and skills in delivering a presentation.
Methods of Assessment Programme Delivery
Proposed Delivery method
The training methods used on the Presentation Skills for Leaders programme is as follows:
• Group and individual exercises and demonstrations
• Lots of ‘impromptu’ speaking!
• Maximising participant energy, enthusiasm and action with facilitative learning
• Facilitating the creation of an atmosphere of active participation by all
• Experiential learning, practical exercises and demonstrations
• Having fun and encouraging group interaction
• Various Handouts in addition to Training Manual
• PowerPoint presentations (minimal)
• Flip chart presentations and exercises
Trainer Mary T. Tierney - Azurite Consulting.
Location of Course TBA, Killarney, Co. Kerry.
Course Web Page: 
http://www.southwestgno.com/viewevent.asp?id=324
Available to Job Seekers: 
Yes
Certified: 
No
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