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Business Meeting

Open Enrolment Short Courses

Improve soft transferable business skills - helping your staff do their job more efficiently.

90 minute session in the following skill sets:

° Communication Skills      

° Customer Service & Sales      

° Business Skills  

° Personal Development    

° Management & Leadership


We have more than 170+ bite size sessions available, each with Overview, Goals & Objectives. We can build a course to address a Learning Needs Analysis (LNA) - it could not be easier, let us know if you would like to know more.

All sessions are CPD Accredited & attract CPD points.

90 minute bitesize on-line sessions using Tutor-Led Virtual Training


Face-to-Face Customer Services

Face-to-Face Service Skills - 1
Create effective first impressions:


  • First Impressions

  • Welcoming your customers - the 6 essentials

  • Positive communication and body language

  • Connecting with your customers

  • Skills practice

Face-to-Face Service Skills - continued
Recognise, build rapport & relate to customers:

  • Being attentive - ostrich or meerkat?

  • Building rapport quickly with your customers

  • Listening and questioning skills

  • Recognising and responding to customer types

  • Skills practice



Presenting Your Product or Service
Personalise your 'sales pitch' to customers' needs:

  • Using positive language

  • Features tell, benefits sell

  • Using emotive words in your sales pitch

  • Personalising your pitch to the customer

  • Skills practice



Handling the 'Moments of Truth'
Influence critical points of customer contact:

  • What shapes your customer's expectations?

  • The 4 Ps of the customer experience

  • Mapping the customer's journey

  • Defining the critical moments of truth

  • Identifying practical actions

Telephone Service Skills

Telephone Service Skills - 1
Handle phone calls with confidence:

  • The 8 great telephone hates

  • Powerful greetings and closings

  • Handling calls - on hold; transferring; signposting

  • W.A.R.M. - taking control of your calls

  • Skills practice



Telephone Service Skills - continued
Communicate professionally with customers:

  • Your telephone voice personality

  • Voice mirroring

  • Using positive language

  • Handling the different types of caller

  • Skills practice



Opening the Outbound Sales Call
Getting through to key decision makers:

  • Getting past Gatekeepers and voicemail

  • 4 steps to making a positive first impression

  • Do's and Don'ts of opening a sales call

  • The 'hook' - gain attention; get to the next stage

  • Skills practice



Maximising Inbound Sales Calls
Turn inbound enquiries into SALES!:

  • Greeting the caller positively

  • Asking the right questions

  • Giving information that 'sells'

  • Asking for the business

  • Skills practice

First Line Management Programes

Developing Management Style
Your approach to managing others:

  • What's it like being managed by you?

  • Your task-people orientation

  • Identifying your management style

  • Recognising when to use different styles

  • M.B.W.A. - Managing by 'walking around'



Developing Trust with your Team
How trust affects performance...:

  • What trust affects

  • Building trust

  • What erodes trust

  • Your trust worthiness

  • Rebuilding trust



Communication Skills
Communicate effectively with your team:

  • The communication process

  • Identifying common problems

  • Principles for effective communication

  • Key face-to-face communication skills

  • Skills practice



Team Briefing
Develop and deliver effective briefing sessions:

  • The need for effective team briefing

  • The 4 Ps - team brief content

  • Structure of the briefing session

  • Encouraging feedback and involvement

  • Practice applying the skills

ILM Approved Centre

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Contact us for full details of these ILM awards


Contact Us


If you are looking to improve soft transferable business skills to help your staff do their job more efficiently, contact us today to learn more about how we can be your partner in that change..


David Klewin
m. +44 (0)7864 396910

Future Learning UK

Cheviot House, High St, Corsham, Wilts SN13 0HF UK

dk [at]

Local Partner - Janardhanan A

m. +971 52 978 6356


M/s Jan Aikodan Marketing Services Est.
Dubai, United Arab Emirates


janaikodan2022 [at]

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