Training Consultancy Our training consultancy services include: The development of training packs, induction packs, workbooks and other training materials. The design and delivery of bespoke training and development programmes The quality assurance of your in-house training Training Programmes In addition to our training consultancy services, we also offer a complete range of specific training programmes

that have been designed to help managers improve their leadership and people management skills, their business effectiveness and, to meet the needs of your business.

The programmes include some of the latest thinking and have been designed to help you train your staff in key skills, making them more effective, saving you time and helping to make your business more profitable.

Management and Leadership

Appraisal Skills

Learn to plan and conduct appraisals with your staff, set and agree performance targets

Coaching Skills

Learn effective coaching skills to develop your team’s performance

Interviewing Skills

Practical guidance and techniques for recruiting the right people into your team

Leadership and Motivation

Get the most from your people through effective team management and motivation

Time Management and Delegation

This one day programme provides managers with an understanding of time management and delegation and how to put them into practice on an individual and team level

Managing Team Meetings

Improve teamwork by making your meetings more effective and fun to attend

Assertiveness at Work

Understand and practice the skills and techniques to be assertive in the workplace

Recruitment and Selection

This two day programme provides managers with practical guidance on having the right people, an effective strategy and techniques for interviewing

Advanced Communication Skills for Managers

This two day programme enables managers to enhance their personal effectiveness with great communication techniques

Focus on Business

Focus On Business is a selection of short, sharp, practical courses designed to help businesses master the tools needed to beat the recession and grow in the recovery.

Focus on Bed & Breakfast Profit

The Focus on Bed and Breakfast Profit course provides practical knowledge to ensure your food production and day-to-day operations are as cost effective as possible. It has been specially designed to suit the needs of B&B owners, managers, and chefs.

Focus on Food Profit

The Focus on Food Profit course provides practical knowledge to ensure your food sales are delivering maximum profit for your business.

Focus on Marketing

Specially designed for hospitality and leisure businesses, the Focus on Marketing course introduces the principles that can help maximise your marketing return. It provides knowledge to ensure your business satisfies customer requirements – at a profit.

Focus on Sales

The interactive Focus on Sales course is a comprehensive, hospitality focused course, designed to help you increase your sales income. It covers a variety of essential topics, including first impressions, product knowledge, up-selling, suggestive selling, and closing the sale.

Train the Trainer

Practical Training Certificate

The Practical Training Certificate programme is for those wanting to deliver on-the-job practical training. It is designed for those responsible for training team members in practical skills including managers, heads of department, supervisors, team leaders, and trainers.

Group Training Certificate

The Group Training Certificate programme trains delegates to design and deliver effective, interactive theoretical training sessions to groups of people. It is specifically designed for managers, department heads, supervisors, team leaders, and trainers.

Customer Service

Over the next 10 years, the UK will play host to an impressive series of global events including the Olympic and Paralympic Games in 2012, the Ryder Cup and Commonwealth Games, both in 2014, and the Rugby World Cup in 2015.

To help businesses gain a competitive edge, People 1st has secured the WorldHost™ licence from the Province of British Columbia, Canada to deliver a package of customer service training – the best of its kind used to train staff and volunteers at the very successful 2010 Vancouver Winter Olympics.

This is a great opportunity for hospitality and tourism businesses to boost their profitability and visibility by delivering world-class customer service to both UK and overseas visitors.

The WorldHost™ programme is modern and energetic offering a comprehensive training toolkit and topical DVD and CD scenarios. It can be used across a wide variety of industries where the quality of front-line customer service is key to the success of the business.

The programme has been designed to enhance customer service skills and behaviours by providing the fundamentals of service professionalism, allowing your staff to learn about the issues that relate to and influence the delivery of customer service and develop world-class customer service skills.

Gavin Wetton HR is pleased to be able to deliver the WorldHost™ programme, under licence from People 1st.

WorldHost™ - Principles of Customer Service

Providing WorldHost™ customer service training to your staff can have many benefits to your business.

The Principles of Customer Service:

• has a proven track record
• is an essential tool for businesses seeking to protect their bottom line and improve customer retention rates
• is one of the most effective customer service courses available for those in hospitality, tourism, retail and other service-centred businesses worldwide
• provides a quality-assured level of service recognised throughout the industry worldwide
• is flexible in its delivery – it can be customised for your organisation and industry
• is dynamic and supported by excellent resources and practical guidelines
• leads to a recognised qualification allowing for the development of transferable skills
• is provided by quality assured trainers

Participants on this programme will gain invaluable skills and techniques that are the fundamentals of service professionalism and will be encouraged to take pride in what they do and where they live.

Businesses using WorldHost

The WorldHost™ training programme is set to raise the standard and delivery of customer service training in the UK and has the backing of the Institute of Directors and many leading businesses will be embedding the WorldHost™ customer service training in their employee development programmes.

Testimonials

David Fairhurst, senior vice-president of McDonald’s Restaurants Northern Europe:

“We are passionate about improving customer service and ultimately sales. Our crew members are the face of McDonald’s to the 2.5 million customers who visit our restaurants every day in the UK, so the way our people feel about our business – and how that feeling influences the way in which they interact with our customers - has a massive impact on the customer experience.

We will be putting 10,000 frontline staff through WorldHost training so that they deliver and maintain the high levels of professionalism and service that our customers expect and deserve.

WorldHost is the best customer service package of its kind for our industry and provides the flexibility that will allow us to meet our company’s specific needs.”

Miles Templeman, Director General, Institute of Directors:

“Hosting the Olympics and Paralympics provides a supreme business opportunity to show the world what a great country we are. To make sure Britain is at its best, the standard of our customer service needs attention. It is imperative for businesses to invest in the people who will be on the front line, hosting our visitors and acting as ambassadors for the rest of the country.”

Lorraine Hewett, programme manager, travel & tourism, Westminster Kingsway College:

“The delivery of WorldHost training was fantastic, it was informative and exciting, and we, as future trainers, were put through our paces. I feel extremely enthusiastic about delivering the programme and can’t wait to undertake any further training required so that we can help.”

Kelly Phare, Customer Delivery Trainer, Flybe:

“It is clear that a lot of thought has gone into the course and this is evident in the way that all the learning styles are catered for throughout. The changes in activity kept me interested and engaged and the team exercises allowed me to interact with everyone which enhances the learning experience. Overall the course was well structured, enjoyable, and engaging.”

For more information about any of our training consultancy services, training programmes, or to make a booking, please contact us at: info@gavinwettonhr.co.uk