Total Success Training Courses - Training manuals, materials and packs

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

ALL TRAINING COURSE MANUALS – Complete list plus chapter details