Take a Fresh Look at Your Organisation

New Perspectives

My aim with all my training is to help people see their organisation and the work that they do within it from a new perspective. Sometimes the only way to get a Bird's-Eye-View of situations is for someone from outside the organisation to be involved, to work with trainees and ask the questions that no-one within it will. Having worked across the private, public and community sectors, I have a broad experience to offer, but also being from outside of your organisation, I should be able to offer an objective view of what is working well, and of some possible solutions to ongoing problems.

For more details on what experience I can offer, please select the "Profile" post from the Blog Archive, or click on the following link:

http://eclipsepeopledevelopment.blogspot.com/2007/10/profile-peter-askew-bsc-and-eclipse.html

Training Session Overviews: an Example

For any potential customers who want more details on the kind of session content you can expect, please see below for a training session template:

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Dealing with Difficult Customers:
Session Objectives and Summary


Course Objectives

By the end of this training session, trainees will be able to: –

1. Describe the key complaints/typical difficult customer
2. Implement some new ways of calming customers well enough to deal with their complaints
3. Identify possible system improvements – with feedback to go back to appropriate managers
4. Identify possible policy improvements – with feedback to go back to appropriate managers



Session Overview

Introduction and Housekeeping

Course Objectives

Group Discussion on typical complaints, challenges, etc

Presentation covering:-
· The challenge of telephone-based complaints:
· Non-verbal communication
· The most valuable and satisfied customers are… so what are the implications?
· My experience of difficult customers

Group Discussion and presentation discussing

1. Triggers that make customers irate
2. Triggers those that make them calm down

Group Exercise: Active Listening Skills

Discussion: common written complaints and the typical “difficult customer” who writes in

Presentation:
1. Advantages and disadvantages of written complaints and replies
2. The need for a clear and considered complaints policy
3. The need for other company policies

Questionnaire and Group Discussion on treating customers as individuals

Roles Plays and Group Discussion – telephone and written complaints – followed by group feedback

Summarising content

Reviewing Course Objectives

Group Comments, Questions & Answers

Evaluations

Typical Timing for course

9:00 AM for tea and coffee, 9:30am start, one-hour lunch, 4:00pm close
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For more details on content and structure, please contact me on eclipsetraining@yahoo.com and enter "Eclipse Content Query" in the Subject field.

Pricing Policy: Eclipse People Development

Because organisations such as charities and local authorities often aim to re-claim the VAT that is charged for all transactions, I have enclosed a standard price breakdown for a typical day of freelance training. The top-line is based on Private Sector pricing, which begins at £400 per day, but for public and community sector customers, my prices start at a lower cost: -

ECLIPSE PEOPLE DEVELOPMENT: INVOICE 0001

Provision of Training.........£450.00
Vat on Training................£0.00 (educ'al/voc'al training is VAT-exempt)
Net Fuel Expenses............£42.55
VAT on Fuel Expenses......£7.45
Total Fuel Expenses.........£50.00
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Invoice Total..................£500.00

Profile: Peter Askew (BSc) and Eclipse People Development

Born 1977

Higher Education between 1996 and 1999 at University of Leicester:
BSc (Hons) in Communications & Society (2:1 obtained)

Previous experience includes work in private, public and community/voluntary sectors. This includes work for:-

• Monitor Computer Systems, York
• British Gas, Leicester Area Service Centre
• Manchester Metropolitan University, Faculty of Science & Engineering
• Manchester City Council, Harpurhey Children's Centre
• The Message Trust, a charity that works with young people in Manchester, where I am currently training 18-25 year olds
• EDEN Openshaw, local project working with young people

My recent employment has included working in diverse teams, multi-agency working, front-line and back-office work, operational and strategic development, specialising in administration and finance work, with other projects including publicity and events planning.
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I started freelance sales work in January 2007, and registered Eclipse People Development as a Sole Trader training business in summer 2007.
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Thanks to Amina from Blue Orchid, MJ Askew from Monitor Computer Systems and Matt Stephens for their useful advice during my research phase.

Introduction to Eclipse People Development

My name is Peter Askew (BSc) and I run a freelance business called Eclipse People Development.









I offer training in the following areas: -

• Interview Skills


• Effective Chairing


• Effective Minute Taking


• Good Meetings Guide


• Effective Time Management


• Team Roles & Personality


• Dealing with Complaints Effectively


• Introduction to Volunteering


• Other bespoke training

I work hard to offer training that is tailored - in its content and its pricing - to your particular sector, be it private, public or community, and to your particular organisation or firm.

My business is registered with the National Business Register Plc, number 2269549.

I am also covered by Hiscox Underwriting Ltd for both public liability and indemnity insurance, number HU PI6 1455808.

My prices are usually as follows: -

1. Community/voluntary Sector, from* £240 per day**


2. Public Sector, from* £320 per day**


3. Private Sector, from* £400 per day**

* For a tailored quote, please email me at eclipsetraining@yahoo.com, and enter "ECLIPSE QUOTE REQUEST" in the Subject field.

** Some training sessions are only offered on a half-day basis, so will be cheaper than this.