Introduction

The ‘Certificate in People Skills’ programme consists of 18 individual skills training courses designed specifically for 'people who work with people' as part of their job role. It is a perfect skills development solution for people who work in customer service, call and contact centres, sales and retail staff and anyone who deals with people as part of their job.

Full details of each course and a full course brochure are available here

Step 1. Know yourself

• Course 1. Your role and what it involves
• Course 2. Your communication style
• Course 3. Your behavioural style and personality type
• Course 4. Your motivation and motivators
• Course 5. Your strengths and development areas

Step 2. Know others

• Course 6. Stepping into their shoes
• Course 7. Identifying their communication style
• Course 8. Identifying their behavioural style
• Course 9. Identifying their personality type
• Course 10. Identifying their needs

Step 3. Know your offer and approach

• Course 11. Understanding your product and service offer
• Course 12. Planning and preparing for communication
• Course 13. Managing objections and indecisive people

Step 4. Develop your skills and adapt

• Course 14. Communication skills and techniques
• Course 15. Questioning and listening skills
• Course 16. Adapting to different people styles and types
• Course 17. Developing sales and service opportunities
• Course 18. Summarising and completing communication