All workshops will be held at Wandsworth Professional Development Centre, Building 1, Burntwood School, Burntwood Lane. SW17 OAQ
Workshop / Day Date & Time / Content Outline / Lecturer
Understanding and Applying best practice Customer Care / Friday 27 October 2017
09.30 – 12.30 / • Explore your mind set, your motivation and your approach to customers?
• Who are our customers and what do they really want?
• Setting expectations – the ‘zone of tolerance’
• Our values and our brand – how do we communicate that?
• What are people saying about us and how do we manage that? In person? On social media?
• What is the customer’s experience? Exploring and improving customer touch points online and offline
• How can we make working with us quicker, easier, cost effective and enjoyable?
• Customer service skills and behaviours for you and your team members – what does great service look like?
• Dealing with difficult customers – resolving conflict
• Supporting frontline staff to deliver great service every day / John Chisholm
Chaperone Training / Friday 27 October 2017
13.30 – 16.30 / • Background to the role of the chaperone
• What is meant by the term chaperone
• What is an ‘intimate examination’
• Why chaperones need to be present
• The rights of the patient
• The chaperones role and responsibilities
• Core competencies of the role
• Policies and mechanisms for raising concern
• The need for D.B.S. checks / John Chisholm
Introduction to Management / Monday 4 December 2017
09.30 - 16.30 / • What is a good manager
• What is management for
• Functions of a good manager
• Communication
• Listening
• Body language
• Rapport
• Assertiveness
• Motivation
• Delegation
• Performance appraisals / Amerjit Walia
The Effective Leader
** / Tuesday 16 January 2018
09.30 - 16.30 / • Leadership behaviours
• Management vs Leadership – when do you need which?
• Vision vs reality – get the balance right
• Leading by example, energy, self- belief and commitment
• Empowerment and trust
• The power of situational leadership – the right leadership tool for the right leadership role
• Inspiration vs humility
• Setting objectives – The work plan
The delegation process / Amerjit Walia
Coaching, Supervision and Mentoring Support / Monday 26 February 2018
09.30 - 16.30 / • Defining coaching, supervision & mentoring
• Coaching skills required of a manager
• Building a coaching relationship
• Coaching in context
• Listening skills
• Transactional Analysis for understanding behaviours
• Coaching challenging members of staff
• Effective supervision
• Mentoring / Mary Golden
Assertiveness
and
Influencing / Wednesday
11 April 2018
9.30 - 16.30 / • How assertive are you?
• Looking at your personal assertiveness style
• Thinking assertively
• Beliefs and behaviours
• Negative and positive enquiry
• Handling conflict
• Getting your point across, looking for multiple opportunities
• Selling ideas / articulating concerns
• Supporting and challenging change
• Influencing styles
• Understanding different personality types
• Cognitive styles and preferences
• Managing up
• Constructive organisational politics / Judeline Nicholas
Managing Finances in General Practice
** / Friday 27 April 2018
9.30 - 16.30 / • Practice finance and budgets
• How does finance support the business
• Financial reporting
• Understanding P&L and the balance sheet
• Different types of cost
• Assets and liabilities
• Overhead vs cost of safe
• Closing the loop on budgets
• Cash flow
• Value for money
• How Partnership works / Margaret Corridan
Appraisal and Performance Management
** / Thursday 17 May 2018
09.30 - 16.30 / • Meaningful appraisals that motivate
• What is poor performance and why does it happen
• Understand and listen
• Nip in the bud
• Performance improvement cycle
• Handling
Ø difficult conversations
Ø refusal to do a job
Ø sickness and absence
Ø disciplinary and grievance
• Coaching and Performance Management
• Managing Poor Performance
• Performance improvement cycle
• Manifestations of poor performance and delivering effective performance
• Role of HR / Judeline Nicholas
Chaperone Training / Thursday 21 June 2018
09.30 - 12.30 / • Background to the role of the chaperone
• What is meant by the term chaperone
• What is an ‘intimate examination’
• Why chaperones need to be present
• The rights of the patient
• The chaperones role and responsibilities
• Core competencies of the role
• Policies and mechanisms for raising concern
• The need for D.B.S. checks / John Chisholm
Understanding and Applying best practice Customer Care / Thursday 21 June 2018
13.30 - 16.30 / • Explore your mind set, your motivation and your approach to customers?
• Who are our customers and what do they really want?
• Setting expectations – the ‘zone of tolerance’
• Our values and our brand – how do we communicate that?
• What are people saying about us and how do we manage that? In person? On social media?
• What is the customer’s experience? Exploring and improving customer touch points online and offline
• How can we make working with us quicker, easier, cost effective and enjoyable?
• Customer service skills and behaviours for you and your team members – what does great service look like?
• Dealing with difficult customers – resolving conflict
• Supporting frontline staff to deliver great service every day / John Chisholm
Three of the taught days map to CMI Level 5 qualifications to enable participants to complete a CMI Level 5 Award or Certificate in Management and Leadership
o Leadership Practice – 5013v1 ( The Effective Leader)**
o Managing Team and Individual Performance – 5003v1 (Appraisal and Performance Management) **
o Organisational Financial Management – 5007v1 (Understanding and Managing Finances) **
Qualification costs per person: to be paid by GP Practice or individual
One Assignment – Award in Management and Leadership £631 plus VAT
Two Assignments - Certificate in Management and Leadership £802 plus VAT
To book a place on any of the above workshops please contact:
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