Management and Professional Development Training Courses

Customer Service Masterclass – Alliance Learning Certified

£125 +VAT

Course Overview (Benefits)

This developing effective telephone skills training course will enable delegates to develop, or refresh, the techniques and skills required to make and take calls effectively. They will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult callers. The aim of this course is to ensure delegates can:
- Encourages people to critically reflect on their customer service skills and proactively solicit feedback on their delivery in order to make sustainable improvements in their practice for the good of the organisation.
- The Telephone Techniques component looks at accuracy of message taking, techniques for handling challenging/difficult callers, effective listening, right first time attitude, how to ensure you always have the customer at the forefront of everything you do.
- We ask people to really think about their own approach to Customer Service: what sparks their passion, what do they pride themselves in, how do they value people, how do they take personal responsibility?
- We ask people to look at what their organisational values are – what does your employer expect from you? What’s the company Mission Statement / Values / Vision / Strategy?
- We discuss what organisational policies and procedures they need to know about in order to deliver excellent Customer Service.
- Group, paired and individual activities, purposely designed to elicit knowledge and to provoke thinking, bringing experiences from the workplace.

Course Content/topics covered

This course teaches skills that can be transferred to a real life situation, including:
- The importance of excellent telephone skills
- Creating the right image
- Skills audit
- The communication process
- Overcoming barriers to communication
- Answering the phone and building rapport from the outset
- Controlling the call
- Effective questioning and listening skills
- Using positive language
- Being assertive on the phone
- Managing expectations
- Handling difficult callers effectively
- The do's and don'ts of complaint handling
- Action planning

Course Duration

1/2 day.

Target Group

This course is designed for all staff who answer the telephone.

Assessment and Certification

This is an Alliance Learning knowledge course and there will be no assessment as part of this. Upon completion of the course you will be awarded with a Telephone Techniques / Customer Service certificate.

Location of the training

Training will take place at our Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom based.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

 

Train the Trainer – CMI Recognised Programme

£515 +VAT

Course Overview (Benefits)

This course will provide delegates with the necessary knowledge, skills, understanding and confidence to effectively deliver both practical and theoretical training sessions.

Course Content/topics covered

This course teaches skills that can be transferred to a real life situation, including:
- The Role and Responsibilities of The Trainer
- Understand the factors to consider when planning an effective training session
- Understand communication styles and methods
- Understand the features of an effective presentation
- Understand the learning cycle
- Able to use demonstrations and provide instructions
- Able to present, evaluate and feedback to learners

Course Duration

The course is delivered over 3 days.

Target Group

The Trainer the Trainer course is designed for employees of all levels, who wish to extend their skills and knowledge to enable them to provide training in the workplace.

Assessment and Certification

Candidates will complete, to a satisfactory standard, an assessed 20-minute micro teach. Upon successful completion of this, candidates will be awarded with a CMI Recognised certificate. This certificate doesn’t currently expire.

Location of the training

Training will take place at our Head Office in Horwich.

Method of Delivery

Classroom based with some independent learning in own time to complete assessments.

Course Requirements

Candidates will be required to undertake a 20 minute micro teach on the last day of the course.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 2 Certificate in Team Leading

£780 +VAT

Course Overview (Benefits)

This course is ideal if you are new or experienced in team-leading. The course has been designed to provide you with current practice, knowledge and skills to support your career development and make you an effective Team Leader.

Course Content/topics covered

- Understanding the team leader role and how to be an effective team leader
- Different leadership styles and how to adapt your leadership style in different situations
- The importance of team leaders building working relationships with their manager and supporting management decisions
- Monitoring team performance
- Managing conflict and having difficult conversations

Course Duration

6 days (9am-3pm)

Target Group

This course is ideal even if you don’t have any team leading responsibilities but no formal training or have had some training but want to update your current knowledge and skills for career development. It is particularly suitable for people who are already in a supervisory or team leading role, who lead others and want to be more effective.

Assessment and Certification

Learners will complete workbooks assessments, and these will be marked by the tutor and quality assured by Alliance Learning. They are then moderated and certificated by CMI.

Location of the training

Training will take place at our Head Office in Horwich. 

Level

2

Method of Delivery

Classroom based with some independent learning in own time to complete assessments.

Course Requirements

There are no formal entry requirements but attendance on all 6 days is mandatory, and learners are expected to complete all assessments and present for marking no later than 4 weeks after completion of the course.

Progression

Upon completion of this course, learners can progress onto a Level 3 Award in Leadership & Management or a Team Leader Apprenticeship.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 3 Award in Management Coaching & Mentoring

£515 +VAT

Course Overview (Benefits)

This course is suitable for individuals who already have or would like to gain knowledge and skills in coaching and mentoring. Coaching and mentoring processes support staff development, enhancing skills and performance through goal setting and a tailored approach. Being a coach or mentor allows you to be part of their growth, allowing them to reach their full potential and take responsibility for their own career goals.

Course Content/topics covered

This course will be delivered at Alliance Learning by an experienced tutor over 3 sessions over 3 consecutive weeks, helping you to understand the difference between coaching and mentoring, learn about the various approaches and allowing you to develop a strong coaching and mentoring process for your own organisation.

Course Duration

3 sessions over 3 consecutive weeks (8:45am – 3:15pm)

Target Group

This course is suitable for individuals who already have or would like to gain knowledge and skills in coaching and mentoring.

Assessment and Certification

You will be expected to complete a written assignment (2000 words) as part of your assessment.

Location of the training

Alliance Learning Horwich site

Level

Level 3 Award in Management Coaching & Mentoring (CMI)

Method of Delivery

Face to face classroom delivery.

Course Requirements

There are no formal entry requirements for this qualification.

Progression

After successfully completed of this Level 3 Award, the delegate could progress onto a further CMI Level 3 or 5 programmes.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 3 Award in Leadership and Management

£515 +VAT

Course Overview (Benefits)

This course is ideal for developing junior managers, supervisors or team-leaders. The course is designed to increase your knowledge and skills to enable you to lead your team and become an effective manager.

Course Content/topics covered

This course covers topics including:

- Understanding the management role and how to be an effective manager

- Different leadership and management approaches we can use in differing situations

- Leadership self-assessment and planning your own personal and professional development

- How organisations operate

- Managing conflict

Course Duration

3 days (9am-3pm)

Target Group

This course is ideal if you have some management responsibilities but no formal training or have had some training but want to update your current knowledge and skills for career development. It is particularly suitable for people who are already in a supervisory or team leading role, who lead others and want to be more effective.

Assessment and Certification

Learners will complete workbooks assessments, and these will be marked by the tutor and quality assured by Alliance Learning. They are then moderated and certificated by CMI.

Location of the training

Training will take place at our Head Office in Horwich.

Level

3

Method of Delivery

Classroom based with some independent learning in own time to complete assessments.

Course Requirements

There are no formal entry requirements but attendance on all 3 days is mandatory, and learners are expected to complete all assessments and present for marking within 4 weeks.

Progression

Achievers can progress to full Level 3 Apprenticeship or maybe considered for enrolment on Level 5 Operations / Departmental Manager, if they are in a management position.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 3 Award in Project Management

£495 +VAT

Course Overview (Benefits)

This qualification is designed to meet the needs of managers responsible for projects, who wish to extend their skills and knowledge to embrace further project management disciplines. It is expected that learners will already be working in a Project Management environment, although the qualification is also open to learners wishing to build on their general management skills.

Course Content/topics covered

Unit PM3001 Introduction to Project Management

Understand the nature and context of projects

- Define the purpose and structure of a project

- Explain the business contexts of projects

- Identify project success factors and characteristics

- Explain a process model for the management of projects

Understand the management of stakeholders including the project team roles and responsibilities:

- Explain project roles and responsibilities

- Describe stakeholder management methods and processes

- Discuss methods to manage the project team

Understand the planning and control of projects:

Discuss a project planning and control cycle

Explain methods and processes available to plan a project

Identify methods and processes available to control a project

Course Duration

12 Weeks – x1 4hour tutor led session every 2 weeks. X1 3hour study session.

Target Group

The qualification is for those practicing or aspiring managers and leaders in roles such as:

- Team Leaders

- Junior Project Managers

Assessment and Certification

- Presentations

- Written assignments

- Reflective accounts

Location of the training

Online using Microsoft Teams or face to face at Alliance Learning Head Office in Horwich.

Face to face sessions can also be conducted at place of work when a single cohort of learners are from the same organisation

Level

3 Award in Project Management (CMI).

Method of Delivery

Online or Classroom delivery.

Course Requirements

0

Progression

Leaders and Managers can progress onto further learning within CMI’s suite of qualifications including CMI’s level 5 Certificate in Project Management.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 5 Certificate in Project Management

£1,250 +VAT

Course Overview (Benefits)

This course is designed for practicing or aspiring managers and leaders who are responsible for managing projects in their organisation and who wish to further develop their professional management skills. 

Course Content/topics covered

Unit 513 Managing Projects to Achieve Results

• What is Project Management

• Programme, Project and Portfolios

• Projects vs BAU

• Project Life Cycles

• Project Methodologies

• Legal, Organisational and Ethical factors

• Roles and Responsibilities

• Project Manager knowledge areas & leadership styles

• Project Management Process (Initiation, Planning, Execution, Monitoring and Controlling, Closure)

• Methods, tools and techniques in Projects and Business

• Reflection

Unit 524 Conducting a Management Project

• Project Proposal

• Management research

• Plan and manage a genuine project in the workplace 

The learner is required to complete all three mandatory units
Qualification credit value: 9
Qualification GLH (guided learning hours): 84
Mandatory Units:
- Understanding the principles and practices of assessment
- Assess occupational competence in the work environment
- Assess vocational skills, knowledge and understanding

Course Duration

7 Months
- 7 x full day (9am-3pm) face to face at Alliance Learning
- Remaining time working on project proposal with submission at end of month 8 (one to one Teams support will be available and is recommended)

Target Group

The qualification is for those practicing or aspiring managers and leaders in roles such as:

• Project Managers

• Operations Manager

• Departmental Manager

• Regional Manager

• Specialist Manager

Assessment and Certification

Learners will complete a variety of assignments & assessments using an array of methods on this course, these may include:

• Presentations

• Illustrated reports

• Written assignments

• Reflective accounts

• Briefing papers

• Project proposals

• Work based evidence

• Management of a project

Location of Training

Online using Microsoft Teams or face to face at Alliance Learning Head Office in Horwich. Face to face sessions can also be conducted at place of work when a single cohort of learners are from the same organisation.

Method of Delivery

This course will be face-to-face classroom delivery.

Course Requirements

A minimum of level 2 Math’s and English or equivalent. Recognition of Prior Learning (RPL) can be requested and a informative discussion will take place with the tutor to ensure suitability for the course.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 5 Certificate in Leadership & Management

£1,250 +VAT

Course Overview (Benefits)

This course delivers 2 units of the Level 5 Operational and Developmental Manager, leading to a Certificate in Leadership and Manager. The awarding body is the Chartered Management Institute (CMI) and all learners will have access to their Management Direct suite of resources for 12 months. The course will provide them with in depth knowledge on different organisations, governance and how to be both an inspiring leader and an effective manager. It will provide knowledge on how to create a high performing team, using coaching and mentoring and the importance of having emotional intelligence and resilience. They will also learn about study skills to help them complete assignments.

Course Content/topics covered

Unit 501

• Principles of management and Leadership in an organisational Context

• Understand factors which impact on an organisations internal environment

• Understand the application of management and leadership theories

• Understand the knowledge, skills and behaviours needed to be effective in a management and leadership role

Unit 502

• Principles of developing, managing and leading individuals and teams to achieve success

• Understand approaches to developing, managing and leading teams

• Understand approaches we can use to achieve a balance of skills and experience in teams

As added value, we will also explore personal and professional development planning, through self and peer assessment, the art of self-management and the creation of a Personal Development Plan for their own career development.

Course Duration

There are 6 formal taught sessions 9am-3pm, with an additional personal development session of 3 hours.

Target Group

This course is aimed at people who are already in an operational management level and who report directly to a strategic manager and have as such, sufficient capability at their level to understand the requirement of Unit 502 (practical approaches to team development and leading and managing a team).

Assessment and Certification

The learners will complete 6 assignments each around 1500 words in length and a Personal Development Plan. Assignment guidance will be provided. The 6 assignments will be marked by the tutor and developmental feedback provides. Alliance Learning will quality assure the evidence. CMI will moderate each assignment and certificate when completed.

Location of Training

Online using Microsoft Teams or face to face at Alliance Learning Head Office in Horwich. Face to face sessions can also be conducted at place of work when a single cohort of learners are from the same organisation.

Method of Delivery

Training will take place face-to-face at our Horwich site, with some independent learning in your own time to complete assessments.

Course Requirements

There are no formal entry requirements but learners are expected to have a good level of English in order to be able to complete the assignments at a level that will meet CMI moderation.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

CMI Level 7 Certificate in Strategic Management & Leadership

£2,530 +VAT

Course Overview (Benefits)

This course is designed for individuals wishing to further develop their professional management and leadership practice at the senior manager level in small, medium or large businesses and corporations.

Course Content/topics covered

Unit 701 - Strategic Leadership

• Organisational Purpose
• Strategic Narrative
• Governance
• Organisational Maturity
• Organisational Structure
• Organisational Culture (Ethics, Values & Beliefs)
• CSR
• ED&I
• Stakeholder Management
• Authority, Responsibility & Accountability
• Role of the Strategic Leader
• Strategic Planning
• Team Development
• Leadership Theories & Styles
• Effective Communication
• Complex Organisational Challenges
• Change Management Theories and Approaches
• Critical Thinking and Decision Making
• Application of Decision Making Tools and Techniques
• Personal Development and Growth

Unit 705 - Leading Strategic Change

• Scope and context for organisational change
• Internal and external drivers for change
• Complexities of leading strategic change
• Alignment of change to the strategic goals of the organisation
• Leadership approaches, theories, tools and techniques to support change
• Developing a proposal for leading strategic change
• Potential impact and consequences of strategic change
• Communication strategy to support change

Course Duration

12 Months

Target Group

The qualification is for those practicing or aspiring managers in roles such as:
• Director
• CEO
• Senior Manager
• Regional Manager
• Specialist Manager (those with expertise in a specific business or technical function such as quality, finance, risk, marketing, sales, IT, HR).

Assessment and Certification

Leaners will complete a variety of assignments & assessment using an array of methods on this course, these may include:
• Presentations
• Illustrated reports
• Written assignments
• Reflective accounts
• Briefing papers
• Proposals

Location of the training

Online using Zoom or Microsoft Teams or at Alliance Learning's Head Office in Horwich.

Level

7

Method of Delivery

Choice of delivery to suit your working needs:
Face-to-face sessions delivered at our Horwich site Online learning delivered using online platforms. Online resources provided to support your learning Sessions are delivered fortnightly with an 8-week break between units.

Choice of sessions times:

Friday face-to-face sessions 09:00-12:00 or 13:00-16:00 Friday online sessions 09:00-12:00

Course Requirements

CMI does not state any specific entry requirements, but learners admitted onto the programme must have sufficient capacity at Level 7. Learners need to be in an operational management position and want to progress to the next steps. With regards to qualifications, learners should have a Level 2 qualification in English and Maths.

Progression

Leaders and Managers can progress onto a Level 7 Postgraduate Diploma or Higher Education study in Leadership and Management or progress onto MBA/Chartered Manager.

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Managing Change in the Workplace

£125 +VAT

Course Overview (Benefits)

To develop an understanding of dealing effectively with change as required by a practising or potential team leader/manager. On completion of this training participants should be able to understand change in a workplace, and know how to support the implementation of change in the workplace.

Course Content/topics covered

• Internal or external reasons or factors for change in the workplace
• Team members possible attitudes and responses to change at work
• Barriers to change in the workplace and state how they can be overcome
• Benefits of change in the workplace
• How a team leader can implement change in the workplace
• How a team leader can support change in the team
• How to develop and maintain cohesion within a team during change

Course Duration

1 Day

Target Group

Any person looking to gain the skills to manage or implement change in the workplace.

Assessment and Certification

Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Accident Investigation

£125 +VAT

Course Overview (Benefits)

This course enable delegates to gain an understanding of Incident and accident investigation procedures and how to carry out effective accident and incident investigations. On completion of this training participants will understand the principles of Accident Investigation and have gained the skills to carry out accident investigations.

Course Content/topics covered

• Accident Definition
• Accident Causation
• Accident Costs
• Accident Prevention
• Accident Reporting/Notification
• Accident Investigation

Course Duration

1 Day

Target Group

Any person with responsibility for health and safety within the workplace.

Assessment and Certification

No formal assessment. Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Managing Equality, Diversity and Inclusion Legislation Requirements and Organisational Approaches

£125 +VAT

Course Overview (Benefits)

This course enable delegates to gain an understanding of legal and organisational approaches to equality, diversity and inclusion, and the different approaches we can use to promote equality, diversity and inclusion.

Course Content/topics covered

• Legislation Equality Act 2010
• 9 Protected Characteristics
• Discrimination
• Public Sector Duties
• Equality Impact Assessments
• How to get help and reporting

Course Duration

1 Day

Target Group

Any person with responsibility for leading or managing equality and diversity in the workplace.

Assessment and Certification

No formal assessment. Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Using Information to Solve Problems

£125 +VAT

Course Overview (Benefits)

This course enable delegates to develop an understanding of using information to solve problems as required by a practising or potential team leader.

Course Content/topics covered

• Be able to use information to solve problems
• Identify problems in the team or elsewhere in the organisation
• Identify appropriate success criteria for resolving the problem
• Use different methods to gather and/or retrieve information involving the team to help solve the problem

Course Duration

1 Day

Target Group

Any person with responsibility to problem solve in the workplace.

Assessment and Certification

No formal assessment. Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Team Leading

£125 +VAT

Course Overview (Benefits)

To understand the role and responsibilities of a team leader and be able to improve personal performance. On completion participants will understand the roles and responsilities of the team leader and Be able to seek feedback on their performance to identify strengths, weaknesses and areas for improvement.

Course Content/topics covered

• Understand the role of the team leader
• The responsibilities of the team leader within the team
• The limits of the team leaders authority and their accountability
• Gathering feedback on own performance from different sources
• Interpreting the feedback and developing areas for improvement

Course Duration

1 Day

Target Group

Any person with responsibility for leading or managing a team.

Assessment and Certification

No formal assessment. Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Risk Assessment

£130 +VAT

Course Overview (Benefits)

This course aims to provide delegates with the knowledge to carry out hazard identification/risk assessment in company. This course meets the statutory requirements of the Health & Safety Executive. The aim of this course:

• Conformance to the Health & Safety at Work Regulations (1999)
• Reduced risk of accidents and incidents
• Reduction in company costs due to reduction in incident related costs
• A nationally recognised transferable qualification

Course Content/topics covered

• Reasons for conducting risk assessments
• Main legislation relating to risk assessment
• Techniques for collecting evidence and their limitations
• Identifying health and safety hazards
• Identifying who might be harmed and how
• Calculating an appropriate risk rating
• Factors affecting the likelihood of harm
• Factors affecting the severity of harm
• Identifying and evaluating existing control measures
• Applying the hierarchy of controls
• Revising a risk rating
• Recording the findings of a risk assessment
• Making recommendations based on the findings
• Reviewing and revising a risk assessment

Course Duration

1 Day

Target Group

Any person with responsibility for leading or managing a team.

Assessment and Certification

No formal assessment. Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.

Appraisals

£125 +VAT

Course Overview (Benefits)

The aim is to outline the key issues of performance appraisals and to introduce different types of appraisal systems. On completion participants should have an improved knowledge and understanding of types of appraisal, the purpose, benefits and requirements for appraisal. Participants will also develop skills for carrying out performance appraisals, handling difficult situations and providing constructive feedback.

Course Content/topics covered

• Definition, purpose and principle objectives of appraisals
• Benefits of the appraisal system
• Resistance to Appraisal
• Planning and Preparation
• Smart Objectives
• Assessing Job Skills
• Types of Appraisal systems
• Behavioural Observation
• The Appraisal Interview
• Handling Difficult Situations

Course Duration

1 Day

Target Group

This is intended for personnel who are involved in the planning and carrying out appraisals.

Assessment and Certification

No formal assessment. Alliance Learning Certified

Location of the training

Alliance Learning's Head Office in Horwich.

Level

N/A

Method of Delivery

Classroom delivery.

Course Requirements

N/A

What happens next?

If you would like more information or wish to book onto this course, contact our team on 01204 677811 or email info@alliancelearning.com.