Courses

Edeal

McCrudden Training

Eastbourne & District Chamber of Commerce

Anticipating the needs of your customers (First Service)

It’s one thing to meet a customer’s needs when you’re asked, but quite different to anticipate and meet a need before a customer voices it, or even recognises it themselves.

This short course will introduce you to the idea of treating clients as individuals and of anticipatory service as a means to impress your clients with excellent customer service and engender their loyalty.

Find out more about this course, or book a place.

Coaching Skills Training

As the pace of change increases, businesses are recognising the need for their employees to learn and adapt quickly. Coupled with the need to find cost effective, just-in-time development, coaching has become a key management tool.

This course will introduce participants to the skills of coaching, provide a simple coaching framework and provide the opportunity to practice these skills.

Find out more about this course, or book a place.

Data Protection Training

Under the powers of the Data Protection Act, the penalty for serious breaches of the legislation includes fines of up to £500,000 and imprisonment.  In 2010 the first fines were issued by the Information Commissioner of £130,000 to a county council and £60,000 to a social enterprise company who lost an encrypted laptop.  Data loss is a crime and serious threat to business, and organisations are obliged to ensure that all staff who ‘process’ personal information of clients, staff and partners are aware of their legal responsibilities.

Find out more about this course, or book a place.

Dealing with Difficult People

Wouldn’t the world be much easier if everyone was like you? Sadly, they’re not. Sometimes it can seem as if customers, colleagues and our peers are conspiring to make our lives difficult.

Learning to understand ‘difficult people’ in all their guises, and practising the skills you can use to manage them can help you feel more confident in dealing with others.

This one-day workshop aims to help you understand what makes a difficult person, introduces classic difficult characters as well as some ideas to help manage them. The course also explores conflict, and basic approaches to defusing it.

Find out more about this course, or book a place.

Effective Networking Skills Training

Anyone in the workplace, whether employed or self-employed needs to present a confident and professional image. Whether it’s an interview, meeting a client (or prospective client) for the first time, working a stand at an exhibition or attending business networking events – first impressions count.

Confident personal presentation enables you to garner trust and build productive relationships, which can only enhance business effectiveness.

Participants on this course will learn techniques for managing perceptions, building confidence and networking.

Find out more about this course, or book a place.

Effectively handling customer complaints (First Service)

Despite the power a disgruntled customer has over your organisations reputation these days, only 1 in 4 employees feel equipped to deal with customer complaints. And only 1 in 3 customer service staff have customer complaint handling training.

If you want to know how to turn a disgruntled customer into a raving fan of your organisation – this course is for you!

Let McCrudden Training’s effectively handle customer complaints training programme help you to restore a positive relationship with unhappy customers.

Find out more about this course, or book a place.

Emergency First Aid at Work

The Health and Safety (First-Aid) Regulations 1981 requires employers to provide suitable first-aid equipment, facilities and personnel to make sure that assistance is given to employees if they are injured or become ill at work.

First aiders in your organisation must have a valid certificate of competence. Emergency First Aid at Work training enables a first-aider to give emergency first aid to someone who is injured or becomes ill while at work.

Find out more about this course, or book a place.

Fire Safety Awareness Training

85% of businesses that have a major fire, never trade again, and if the businesses has not taken the appropriate preventative action, insurance companies may refute any claim.

Ensuring ALL your staff understand their roles in preventing fires and their contribution to monitoring risks, will help ensure your business is less likely to be affected and make sure your company complies with its legal obligations.

This short workshop will equip staff with enough awareness and knowledge to play their role in protecting your organisation.

Find out more about this course, or book a place.

First Aid at Work (re-qualification)

The law requires employers to provide suitable first-aid equipment, and first aid trained staff to make sure that help is given if someone is injured or becomes ill at work. First aiders in your organisation must have a valid certificate of competence.

This 2-day re-qualification course is designed to refresh the knowledge and skills of existing first aid trained individuals.  On successful completion of the course, you will receive a nationally recognised HSE First Aid at Work certificate.

Find out more about this course, or book a place.

First Impressions: the basics of great customer service (First Service)

Customers form an impression of your business within the first 7 seconds of their contact with you. So, the quality of your customer service really counts – especially the first contact with customers.

A good first customer service encounter can enhance your overall view of the rest of the customer service experience. A poor or indifferent customer goodbye, can undermine all your earlier customer service work.

Let McCrudden Training’s customer service training programme help you to make sure every first (and lasting) impression with your customers counts.

Find out more about this course, or book a place.

Going it alone: Lone worker training

It’s estimated that there are between 3-4 million lone workers in the UK. The true figure is likely to be much higher, as lone working regulations apply to so many professions; cleaners, estate agents, trades people, home visitors, financial advisors, self-employed people, as well as anyone who could be left alone in an office. The list is endless.

One thing we do know for sure is that organisations have a legal duty to risk assess lone working, and implement control measures.

This short course will equip you with the knowledge and skills to discharge your legal and moral duty to look after lone workers. We’ll help you identify risks in your workplace, review high and low tech control measures and help you develop your lone working policy.

Don’t let your staff become one of the tens of thousands of UK workers who are abused, attacked or become victims of accidents every day in the UK.

Find out more about this course, or book a place.

Health and Safety Awareness through Risk Assessment

This course is to make delegates aware of basic health and safety issues.

Risk assessments are the lynchpin of health and safety management and this course will enable those responsible to make an informed decision. To many people there are obvious risks and common sense tells us what precautions to take however, other factors can impact or compound this risk.

So how do you recognise this situation and more importantly, what action should you be taking in order to discharge your duty of care to those you utilise in your organisation and others?

Find out more about this course, or book a place.

Introduction to equality and diversity for your business

The workshop encourages people to challenge attitudes towards diversity and equality in a non-confrontational manor.

It provides an opportunity to experience some disabilities and gives a broad coverage of legislation, the meaning of diversity, gender, ethnicity and disability.

Find out more about this course, or book a place.

Introduction to Management Training

Talented people get promoted. But being great at your job doesn’t always mean that you’ll be a good people manager. Sometimes people’s first experience of managing and leading others isn’t as positive as it could be, because they don’t have the skills and knowledge that underpin good management.

This one-day workshop explores the essential elements needed as you develop as a manager. It provides an opportunity to consider the leadership responsibilities and skills associated with the role, introduces the continuum of leadership styles and explores the skills necessary to work within and lead a team of people.

Our practical exercises provide a safe environment to practice different approaches, and rehearse the skills needed to build your confidence as a manager.

Find out more about this course, or book a place.

Keep it clean: Basic food safety training

Food hygiene regulations set out the basic standards for any workers handling food (including pre-packaged foods). The regulations require that food handling staff should receive food hygiene training. Failing to adequately train staff has lead to a number of organisations receiving enforcement notices, low hygiene ratings and ultimately fines.

Food hygiene training ensures your customers (and your reputation) are protected from food poisoning and your organisation is protected from sanctions.

Find out more about this course, or book a place.

Level 3 Award in Food Safety Supervision in catering

If your organisation works with food, you should ensure that staff are trained to an appropriate level to comply with food safety regulations.

This course covers a broad range of relevant aspects surrounding the supervision of food hygiene and food safety. Successfully completing this food safety course will enable you to take responsibility for food safety monitoring, conduct a hazard analysis, take action to address issues, supervise and train more junior staff.

Find out more about this course, or book a place.

Level 3 Award in Health & Safety for supervisors in the workplace

Workplaces, of all sizes, are legally obliged to ensure the health and safety of the people they come into contact with (staff, customers and volunteers). Failing to do so can incur substantial penalties.

This 3 day Royal Society of Public Health (RSPH) Award programme provides is the mandatory training required for those with responsibility for health & safety in the workplace.

By learning about your legal duties and obligations on this nationally accredited course you will significantly reduce your risk of prosecution, or other sanctions including HSE fees for intervention.

Find out more about this course, or book a place.

Manual Handling Train the Trainer

Any workplace activity that involves physical effort (pushing, pulling or lifting) is classed as manual handling. To protect yourself, other staff and your organisation, everyone who may be involved in manual handling should be trained at induction and as a minimum every 3 years.

This course is designed to make delivering manual handling training more cost effective for your organisation by training you to cascade awareness training yourself.

During the course you’ll learn about manual handling and basic training theory. On successful completion of the course, we’ll give you all the materials you need to deliver your training in-house.

Find out more about this course, or book a place.

Mastering Meeting Minutes

This half-day workshop will explore the different ‘uses’ of meeting notes and the legal status of meeting minutes. Activities will encourage participants to consider the way in which they take notes during meetings, and present some more usual ideas to help delegates record meeting contents accurately.

The course also explores formats for presenting written notes and individual writing style.

Find out more about this course, or book a place.

Maximise your chances of succeeding in Interviews

Being interviewed for a new job or role can be very daunting, especially since a lot of people don’t experience many interviews during their careers, or don’t get feedback from one’s they are not successful in.

But remember, an interview is just there to help make the match between applicants and the organisation. And although there is no way to anticipate every possible question, there are strategies to help you prepare, and interview skills can be practiced and polished.

This short workshop will introduce some strategies to help you shine in your next interview!

Find out more about this course, or book a place.

On time & on budget: An introduction to Planning and Managing Projects

The workshop aims to explore the theories and practical skills behind good project management based around the core principles of Prince II. It will define the life cycle of a project and the three dimensions of all projects. Using practical examples you will develop an understanding of Project Initiation Documents (or Project Plan), and effective monitoring and reporting procedures.

The day will also look at the people skills behind managing projects, including what kinds of people make a project team successful, and engaging stakeholders and partners.

Find out more about this course, or book a place.

Planning, running and participating in effective meetings

Badly run meetings are an expensive waste of time and resources for any business, but focused, well-structured meetings can be worth every penny they cost.

The practical workshop explores the do’s and don’ts of planning and running successful meetings, from identifying a need to meet, to closing the meeting on time. Using practical exercises you will develop an understanding of meetings from the perspective of the chair, the note taker and the participants.

The day will also look at the people skills behind successful meetings, including skills to manage your own participation, as well as taking succinct and accurate notes and appropriate formats for presenting minutes.

Find out more about this course, or book a place.

Problem solving and decision making Training

Problem solving is a crucial business skill. Having an effective method for identifying problems and potential problems and implementing appropriate solutions can save a business time, money and resources.

Participants on this course will learn the importance of analysing a problem and following a structured approach to problem resolution. The course offers a practical approach and encourages participants to apply the skills to their own work-based problems.

Find out more about this course, or book a place.

Public Speaking and Presenting Training

Some of us have had those nightmare moments when asked to speak in public, and most of us get apprehensive when asked to give a speech about our organisations. Even the most regular of presenters don’t always maximise their moment in the spot light.

But remember – communication only happens when the audience ‘receives’ your message. So speaking in public isn’t just about controlling your nerves, it’s just as important to make sure the audience ‘get’ what you’re saying.

Whether it’s networking events, team/staff meetings, AGM’s, ‘selling’ project ideas, recruitment talks or just participating in meetings, the purpose of giving a speech in public can vary, but the skills you need are similar.

Find out more about this course, or book a place.

Stress Management Training

A recent Chartered Institute of Personnel and Development (CIPD) survey has found that stress is now the number one cause of long-term absence. Every year British businesses lose £26 billion in sickness absence and lost productivity. However, with greater awareness and support, businesses could save £8 billion of this per year.

Workforces are increasingly affected by job insecurity, increasing work pressures and rapid change. This course will help participants to understand more about sources of stress and the impact on their own wellbeing and productivity at work. Practical strategies will be presented and participants will be encouraged to develop their own action plan for coping with workplace stress.

Find out more about this course, or book a place.

Tendering and Bid Writing Training

The government is seeking to encourage small to medium sized enterprises (SMEs) to bid for, and win, public sector contracts. However, the tendering process, whether for work with statutory agencies or large commercial contracts, can be challenging for SMEs to negotiate. Many SMEs invest substantial time and money without success.

This one-day workshop delivered by experienced professional bid writer Paul Sharville is designed to help SMEs develop a methodical approach to producing winning tenders and proposals.

If you want to know the critical elements and approaches that will help you evaluate and understand tender opportunities, and then write and present compelling bids, this course is for you.

Find out more about this course, or book a place.

The difference between routine and the extra mile

Excellence in customer service is a strategic imperative for any organisation wanting to thrive in today’s customer driven world. Regularly exceeding your customers expectations means that you must not only know the different types of customers your organisation has, but what their needs and expectations (those they express and uncovering the more invisible ones)

If you’re looking to understand the behaviours and processes that will have the greatest impact on a customer’s impression of your business, this workshop is the place to start. Use this course to learn to give your customers what they want, and just a little bit more!

Find out more about this course, or book a place.

Time Management Training

Most of us have experienced the frustration of reaching the end of the day without achieving half of the things that we set out to do. When that starts to impact upon your productivity it may be time to do something about it.

This workshop explores common time management principles and introduces some skills and techniques to improve self- management and greater control of your work load.

Find out more about this course, or book a place.

Uplifting Manual handling training for staff

In 2010/11 26.4 million working days were lost as a result of work-related illness or injury. A large majority of these were linked to manual handling injury.

Any workplace activity that involves physical effort (pushing, pulling or lifting) is classed as manual handling. To protect yourself, from the risk of injury and your organisation from potential civil litigation, staff involved in manual handling should be trained at induction and as a minimum every 3 years.

This course will help you to meet the employer and employee obligations to have appropriate training in safe handling techniques. It’s perfect for you, if manual handling is a key part of your job.

Find out more about this course, or book a place.

Well adjusted: workstation assessor training

Poor work station ergonomics can lead to serious and long-term musculoskeletal injuries, as well as sickness absence. Providing a safe workplace environment, including workstation, is a legal responsibility. But that's not easy to do if you don't know what to look for, and what to change.

This short course will train your staff to conduct workstation station assessments and address any issues they find. Delegates will learn about back care, injury prevention and risk reduction. Then using a template provided, delegates will conduct a workstation analysis.

Find out more about this course, or book a place.