Why use a total success training manual?

You will find a training manual is an invaluable resource when it’s part of your job to carry out staff training but you lack the time to develop the necessary materials you need to do it confidently

You will find them essential for the following:

  • Training and coaching one-to-one
  • On-the-job training
  • Classroom training
  • When you need to conduct short seminars but lack the materials to carry this out
  • Refresher training

If you lack the time to develop a fully functional training seminar we produce a range of training materials which will suit your requirements exactly. All our manuals have been written by our own  training experts and we can guarantee that each one will satisfy your training requirements. Every  chapters is full of useful information plus exercises and activities to keep your group active and alert.

The benefits of our training manuals are:

  • They are full of  information you need to keep the group engaged
  • They allow you to train for as little or as long as is necessary
  • They contain written exercises which can be completed after the training
  • They allow you to refresh on previous training
  • They provide a written record of training and development, essential if you need to keep a track record of your training activities

Total Success has been running our courses since 1995 and have trained 1000’s of people via open courses and in-company seminars. We guarantee that the course you buy is the one we train. All manuals are trainer and trainee friendly so you’ll be up and running quickly (depending on your training experience).

Below you will find chapter details of each of our manuals

Telephone Skills and Customer Care

Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude delivering service effectively and consistently.

The Telephone Skills and Customer Care course  is for those wishing to learn telephone etiquette and handling customers on the telephone. It’s designed for organisations who believe their  customer service staff would benefit from an injection of valuable tips and techniques when handling difficult customers (such as rude, angry or aggressive customers) as part of their daily duties.

This course will ensure your staff always project the correct image to your potential customers and clients to make your company stand out from the crowd. It is designed for anyone who uses the telephone and is written with both the customer and the organisation in mind to maximise service and customer care.

  • Session 1: Introduction, aims and agenda
  • Session 2: Customer Service essentials
  • Session 3: Importance of the customer to the organisation
  • Session 4: Professional Telephone Tips
  • Session 5: Creating a great First Impression
  • Session 6: Controlling the Call
  • Session 7: Managing Customer’s Perceptions
  • Session 8: Positive Under Pressure
  • Session 9: Handling Complaints + Difficult Customer Behaviour

Leadership and Teambuilding

Leadership and team building is a training course that is both challenging and practical. The content of the course aims to teach the fundamental ‘people management skills’ in a positive and constructive environment. It has been designed to enable delegates to understand the basic fundamentals of strategy and motivation in team building. Delegates will benefit by learning tips and techniques that will increase thier competence and confidence when managing, influencing and leading teams and individuals.

  • Session 1: Types of leadership
  • Session 2: Leadership competencies
  • Session 3: Task versus Relationship, Leadership strategies, The Assertive leader
  • Session 4: Performance counseling
  • Session 5: Situational leadership
  • Session 6: Stages of team development
  • Session 7: How to motivate people at work
  • Session 8: Setting objectives
  • Session 9: Giving feedback

Dealing With Difficult People

The dealing with difficult people courses are one of our popular courses as it effectively demonstrates how to neutralise problem situations in the workplace. It covers a wide range of scenarios that occur in the workplace such as; working with aggressive people, disagreeing with others, handling bullies at work, dealing with ignorant people at work and working with unreasonable people. This course will cover mediation and will show delegates how valuable managing and mediating conflict is when managing or handling difficult staff/employee(s). The dealing with difficult people at work course pack also provides useful information for working with a difficult boss/manager and guidance on how to deal with bullying in the workplace.

  • Session 1 Introduction/course aims and objectives
  • Session 2 Recognising difficult people
  • Session 3 Communication skills for difficult people
  • Session 4 Recognising assertive, aggressive and passive behaviours
  • Session 5 Conflict – Causes and strategies
  • Session 6 Dealing with difficult people – Colleagues
  • Session 7 Dealing with difficult customers
  • Session 8 Personality profiles
    • Questionnaire – measure your assertive personality profile
    • Handling difficult personality types
    • Recovery strategies for managing aggressive personalities
  • Session 9 Final Role-play – Putting it all together

Presentation Skills

The presentation training packs that we provide are packed full of presentation tips and techniques that demonstrate strategies which will show delegates how to reduce nerves in presentations and to allow them to present confidently when presenting to clients or colleagues. Presentation training will allow delegates to build on their presenting skills; make better presentations; enjoy making presentations and teach delegates how to present successfully.

  • Session 1: Introduction, aims and agenda
  • Session 2: Presentation Overview – definition of a presentation
  • Session 3: One Minute Presentations
  • Session 4: Establishing presentation objectives and key messages
  • Session 5: Know your audience
  • Session 6: Structuring your presentation
  • Session 7: Strategies to give your presentation impact and interest
  • Session 8: Introducing the presentation with confidence
  • Session 9: Closing your Presentation – summarising effectively
  • Session 10: Overcoming the fear of presenting
  • Session 11: Using visual aids effectively
  • Session 12: Delivery skills Part 1 – Vocal image and voice projection
  • Session 13: Delivery skills Part 2 – Visual image and body language
  • Session 14: Handling questions during a presentation

Interviewing Skills

This course will cover the practical skills needed for successful interviewing and our reputation for effective recruitment training has been endorsed by many delegates. It allows delegates to understand the stages of carrying out interviews and shows them how to conduct an effective interview so that they are able to attract the best candidates and choose the best person for the job. This pack guarantees to deliver the best employment strategies, tips and techniques for better interviewing and recruiting skills.

  • Session 1: Introduction, aims and agenda
  • Session 2: Planning for an effective interview
  • Session 3: Developing and Interview Plan and Structure
  • Session 4: Opening the Interview
  • Session 5: Asking Questions and probing for Information
  • Session 6: Outlining Doubts and Closing the Interview
  • Session 7: Dealing wit Difficult Interviewees
  • Session 8: Interviewing and the Law

Time Management

Time management has been in existence for more than 100 years. Unfortunately the term “Time management” creates a false impression of what a person is able to do. Time can’t be managed, time is uncontrollable; we can only manage ourselves and our use of time.

Our time management course Training Packs covers wide ranges of subjects from prioritising, delegating, assertiveness, managing interruptions, managing e-mail, using Outlook , tasks etc.

  • Session 1: Introduction, aims and agenda
  • Session 2: Recognising time management challenges
  • Session 3: Principles of time management
  • Session 4: Daily planning
  • Session 5: Establishing priorities
  • Session 6: Assertiveness skills and dealing with interruptions
  • Session 7: Communication and managing deadlines
  • Session 8: Managing meetings
  • Session 9: Desk and paper management
  • Session 10: Decision making

Train The Trainer

Our Train the Trainer Course material pack is full of practical tools and techniques that include:

  • Session 1: Introduction, aims and agenda
  • Session 2: Principles of learning and learning styles
  • Session 3: Benefits of training
  • Session 4: Establishing training aims and objectives
  • Session 5: Structuring your training
  • Session 6: Introducing the training
  • Session 7: Running training effectively
  • Session 8: Making your training interesting
  • Session 9: Consolidating and concluding the training
  • Session 10: Giving Feedback
  • Session 11: Handling Questions
  • Session 12: Managing difficult training and situations
  • Session 13: Delivery Skills

Customer Service and Customer Care

Every customer using your organisation should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you. Customers who are not handled well may damage your reputation and take their business to the competition. If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently.

  • Session 1: Introduction, aims and agenda
  • Session 2: Customer Service Essentials
  • Session 3: Creating the right impression with customers
  • Session 4: Importance of the customer to the organisation – Strategies for Customer Retention
  • Session 5: Time management for customer service
  • Session 6: Improving Internal Customer Service
  • Session 7: Professional telephone tips
  • Session 8: Managing Customer Perceptions
  • Session 9: Assertiveness skills for customer service professionals
  • Session 10: Handling complaints and difficult customer behaviour
  • Session 11: Positive under pressure
  • Session 12: Writing complaint letters

Assertiveness Skills

Assertiveness is one of the essential skills in the modern working environment. There are many benefits of being assertive such as; better time management, increased ability to manage staff and customers; increased self esteem and the ability to negotiate more effectively.  Assertiveness training will provide delegates with effective tactics to build courage and manage difficult, demanding and aggressive behaviours.

  • Session 1: Introduction, aims and agenda
  • Session 2: Recognising assertive, aggressive and passive behaviours
  • Session 3: Becoming Assertive
  • – Assertive Techniques
  • – Sounding Assertive
  • – Looking Assertive
  • Session 4: Planning for Conflict
  • – Strategies for managing difficult situations
  • Session 5: Assertive Strategies
  • – Managing our internal dialogue
  • Session 6: Personality Profiles
  • – Questionnaire – measure you personality profile
  • – Handling difficult personality types
  • – Recovery strategies for managing aggressive personalities
  • Session 7: Dealing with very Difficult People
  • Session 8: Final Role-play – Putting it all together

Telephone Selling

Selling on the telephone is very different from face-to-face sales and a telesales team require a specific set of skills and techniques if they are to be successful. It is not enough just to give them a contact list and tell them to ‘get on with it’. Successful results in telephone sales is a by product of successful telesales training.

  • Session 1: Introduction, aims and agenda
  • Session 2: Professional telephone techniques
  • Session 3: Call planning and strategy
  • Session 4: Understanding why customers buy
  • Session 5: Opening the call and arousing interest
  • Session 6: Questioning and need finding
  • Session 7: Selling benefits
  • Session 8: Recommendation and Closing skills
  • Session 9: Handling objections
  • Optional Session 1: Appointment Making
  • Optional Session 2: Post Sales Analysis

Negotiation Skills

By developing negotiating skills delegates will become more confident, assertive, motivated, achieve better working relationships and obtain more win-win deals. Course content will be challenging, thought provoking, motivational and above all fun. Candidates will use a variety of learning tools including workshops, games, real life scenarios, workshops and open learning. The training pack examines and evaluates the different styles of negotiation available and then uses practical role plays to help the delegates understand how to use the skills needed to become expert negotiators.

  • Session 1: Introduction, aims and agenda
  • Session 2: The Four Phases of an Effective Negotiation
  • Session 3: Essential Negotiation Skills
  • Session 4: Planning for Successful Negotiations
  • Session 5: Opening the Negotiation
  • Session 6: Tentative Bargaining
  • Session 7: Reaching Agreement
  • Optional Session 1: Why do Negotiations break down?
  • Optional Session 2: The Art of Persuasion

Stress Management

We live in a period of enormous change. Whilst many of us see this as a time of confusion, anxiety and loss of control, others are thriving on the excitement, opportunity and challenge. The challenge we must all meet is a forecast doubling in pace of change over the next five years. Total Success recognise the need for training that gives real business benefits for both delegates and their organisations.

  • Session 1 Introduction, aims and objectives
  • Session 2 What is pressure and what is stress?
  • Session 3 Your reactions to pressure and stress?
  • Session 4 Recognising and eliminating the causes of stress – part 1
  • – Personality types and reactions to stress
  • – How your beliefs and perceptions cause stress
  • Session 5 Recognising and eliminating the causes of stress – part 2
  • – Current Lifestyle
  • – Relaxation
  • – Diet
  • – Use of props
  • – Managing yourself
  • Session 6 Recognising and eliminating the causes of stress – part 3
  • – How does your job cause stress?
  • Session 7 Developing an overview and strategy to manage your stress
  • Session 8 Developing a strategy to manage pressure

Appraisal Skills

This appraisal course material pack will teach delegates how to raise the motivation of employees and improve performance through setting objectives; giving effective feedback and praise. This performance management course also provides tips and techniques for managing conflict in appraisals as well as showing delegates how to write effective performance reviews quickly, easily and effectively.  Delegates who have taken our appraisal courses have gone on to see a dramatic increase in staff performance through applying the strategies they have learnt in the art of ‘appraising employees successfully’.

  • Session 1: Introduction, aims and agenda
  • Session 2: Understanding the Appraisal Process
  • Session 3: The Appraisal Structure
  • Session 4: Appraisal Preparation – assessing the appraisee
  • Session 5: Practical Appraisal Skills – communication skills for the appraiser
  • Session 6: The Appraisal Interview
  • Session 7: Reviewing Past Performance – Giving and receiving feedback
  • Session 8: Setting Objectives
  • Session 9: Dealing with conflict
  • Session 10: Writing up the appraisal form