Why use a total success training manual

If you are looking to run your own training course but lack the materials and the time to develop a fully functional training seminar we produce full range of training manuals which will suit your requirements. All our manuals been written by our own training experts and we can guarantee that each training manual will satisfy your course requirements. Every manual covers full agenda of the course.

We have 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 manual you buy is the one we train.

We offer training manuals for these courses:

Appraisal Skills

This appraisal course manual 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’.

Manual Content:

How to structure the interview
How to build rapport and relax the appraisee
How to avoid appraisal pitfalls
How to praise and criticise constructively
How to pre-empt and handle difficult situations
How to complete the appraisal form clearly and objectively
How to ensure great performance is maintained after the appraisal

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.

Manual Content:

Assertiveness self-assessment
Learn to recognise assertive behaviour and its positive results in the workplace
Developing assertive body language
Developing confidence and self-esteem
Developing an assertive vocal image
Giving feedback, criticism and praise
Understanding and asserting your rights
Challenging and changing negative and destructive internal dialogue
Accessing external resources and self-help strategies

Coaching for Managers

Our ‘Coaching for Managers’ course manual will show delegates methods about 1-2-1 training; executive coaching and how to develop people in order to improve productivity and motivation. We explain how to coach staff to achieve the impossible in terms of team development and business performance.

It will also show you how to plan, prepare and implement a coaching programme for induction courses and how to evaluate its success. It also looks at the relationship between coaching, mentoring and training.

Manual Content:

Relationship of coaching, training and managing
Coaching overview of coaching
Spotting coaching and mentoring opportunities
Questionnaire-Coaching style analysis
Coaching overview
Recognise the need/challenge
Assess the opportunities
Empowerment and influence
Identifying fall-back factors
Review and evaluate
Planning the next step
One to one training
Giving and receiving feedback

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.

Manual Content:

Customer Service Essentials
Creating the right impression with customers
Importance of the customer to the organisation – Strategies for Customer Retention
Time management for customer service
Improving Internal Customer ServiceProfessional telephone tips
Managing Customer Perceptions
Assertiveness skills for customer service professionals
Handling complaints and difficult customer behaviour
Positive under pressure
Writing complaint letters

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 manual also provides useful information for working with a difficult boss/manager and guidance on how to deal with bullying in the workplace.

Manual Content:

Develop specific strategies for conflict resolution
Recognise classic profiles of difficult people and strategies for handling them
Pre-empt challenging situations and avoid escalating them further
Develop communication skills designed to improve your delivery of bad or unpleasant news
Recognise personality types with which you may clash
Develop assertive skills and behaviours
Handle aggressive behaviour
Deliver negative feedback to a colleague or subordinate
Give positive feedback
Calm angry, upset and unresponsive individuals

Disciplinary Procedures and Correcting Performance

Our ‘Correcting Poor Performance and Disciplinary Procedures Course manual’ addresses the problem that, in a recent survey showed that 75% of UK managers were unaware of the correct procedures for how to discipline employees effectively. It’s not just about getting rid of difficult staff, the modern manager must know the correct procedures for dealing with under-performing staff and how to conduct a disciplinary meeting effectively. The manual also give tips and techniques for improving staff performance; understanding what is a disciplinary procedure; carrying out a disciplinary meeting and interview effectively.

Manual Content:

How to avoid disciplinary problems in the first place
How to create disciplinary rules and disciplinary procedures
How to deal with disciplinary issues that do occur.
When dismissal is, and when it is not, the best option
Defining problems and problem employees
The causes of disciplinary and performance problems
Your impact on discipline and performance
Investigating, fact finding and documenting evidence
Planning the disciplinary meeting

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 manual guarantees to deliver the best employment strategies, tips and techniques for better interviewing and recruiting skills.

Manual Content:

The purpose of the interview
Preparation for the interview
Gain winning interview skills
Give better interviews
Be a better interviewer and learn how to interview effectively
Following Up
Recruitment and employment law.

Introduction to Selling

This is manual is highly structured, interactive and focuses on bringing out the best of the delegates in a supportive environment. It gives selling techniques ‘that really work’ in the real world’.

Manual Content:

Learn professional techniques
Describe the key features of selling
Improve the selling power of your choice
Plan and manage your sales target in a better way
Design sales contact strategy
Understanding why customer buy
Uncover the customer’s needs
Increase self esteem and reduction in stress
Handle objections tactfully
Negotiate more effectively

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 their competence and confidence when managing, influencing and leading teams and individuals.

Manual Content:

Analysing your leadership style
Team development issues
Are you a leader or a manager?
Essential management skills
Setting standards and follow up
Developing your own leadership development strategy
Motivation theory and practice
Managing conflict
Appraisal/development skills
Analysing training needs
Decision making
Creating a team identity
Pre-empting conflict

Letter and Report Writing

Our letter and report writing course is tailored to the needs of delegates who already retain business writing skills and those who would like to gain further knowledge. Our letter writing course manual will allow delegates to gain useful letter writing tools, tips and techniques and also includes constructive letter and report templates. Delegates who have trained with us have effectively applied the skills gained from this course to their everyday workplace correspondence. This manual will also demonstrate the particulars of writing effective emails, whilst improving punctuation and grammar.

Manual Content:

How to write a good report
How to write effective letters
How to write professionally
How to write confidently
How to write a standard letter
How to write a formal report
How to write a complaint letter

Managing The Difficult Employees

This course manual provide better techniques to ‘handle problem people’ or ‘deal with difficult staff’. Its focus is to teach managers more effective ways of managing performance or attitude problems before they become serious and what to do if action is needed. It is packed with many practical tips and techniques and help managers manage all difficult situations confidently and competently.

Manual Content:

The causes of conflict – how to recognise and pre-empt them
The assertive leader – managing situations confidently
Strategies for managing the difficult conversation – early interventions
Analysing your conflict resolution profile and behavioural style
Recognising classic profiles of difficult people and how to manage them
Deciding when to take the most appropriate action
Building a case to tackle the difficult employee through investigation and documention
Managing inefficiency and poor performance issues
Tackling attitude and behaviour issues confidently
Communicating with unresponsive individuals
Handling hostile and aggressive situations

Mediation Skills

Our mediation skills training manual provide a wide range of skills for a mediator to be successful. The role of the mediator is to help parties reach a solution to their problem and to arrive at an outcome that both parties are happy to accept. Mediators avoid taking sides, making judgements or giving guidance. They are simply responsible for developing effective communications and building consensus between the parties. The focus of a mediation meeting is to reach a common sense settlement agreeable to both parties in a case.

Manual Content:

The Pros and Cons of mediation
Taking a strategic approach to dispute and conflict resolution
Preparing for mediation
Understanding the mediation process
Essential mediation skills you must master
Dealing with deadlock
Closing the mediation and confirming the result
Understanding when mediation is not appropriate and selecting the right alternative

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 manual 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.

Manual Content:

Identifying objectives and all factors affecting negotiation
Understanding the four phases of effective negotiations
Understanding open and hidden agendas
Approach, planning and preparation
Effective openings
Focusing on outcomes not positions
Planning workable concessions and alternatives
Listening, questioning and assertion skills
Creating a ‘win-win’ situation
Bargaining skills
Dealing with objections and underhand tactics

Presentation Skills

The presentation training manual 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.

Manual Content:

Presentation principles
One minute presentations and critique
Establishing presentation aims and key messages
Creating powerful beginnings and endings
Keeping audience attention
Presenting with PowerPoint
Overcoming fear
Voice projection skills – techniques to improve your vocal image.
Essential body language – maximise your non-verbal image

Project Management

Managing projects is not easy, but it is a crucial task in the workplace. Our Project Management training manual will present delegates with useful strategies that will assist them with:

Manual Content:

Organising projects
Improving project management skills
Managing projects effectively
Project planning
Becoming a great project manager
Defining the project and developing a project strategy
Monitoring and control
Understanding and using project planning tools
Effective leadership
Delegation and motivation
Post implementation review

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.

Manual Content:

What is pressure and what is stress?
The 3 stages of pressure
Recognising your own stressors
Personality types and reactions to stress
How your beliefs and perceptions cause stress
Managing yourself
Does your job cause stress?
What else causes stress?
Developing a stress strategy

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.

Manual Content:

Why customers buy
Opening the call
Questioning techniques and need finding
Benefit selling
Closing skills
Handling objections
Appointment making

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.

Manual Content:

Projecting a professional image, building rapport, voice presentation skills.
Customer service essentials
Understanding the power of the phone and how to use it to influence
Call planning and follow up
Active listening techniques, hearing the whole picture.
Questioning and summarising skills
How to direct calls and not leave the customer hanging on
Putting your customers at ease
Time management on the telephone
Handling complaints and angry customers
Managing different customer behaviour
Recovery strategies and how to turn a complaint into a happy customer
The power of a good attitude

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 manuals covers wide ranges of subjects from prioritising, delegating, assertiveness, managing interruptions, managing e-mail, using Outlook , tasks etc.

Manual Content:

Manage priorities and schedule tasks
Increase work effectiveness and productivity
Enjoy a more balanced lifestyle
Feel more in control of their daily activities
Reduce the stress which results from a lack of effective time planning
Manage themselves to get things done on time and manage deadlines
Co-ordinate effective meetings
Manage their reactive behaviours with colleagues, interruptions and e-mails to gain sufficient time complete their most important tasks
Effectively plan for short, medium and long term objectives
Allocate time to each task in its order of priority

Train The Trainer

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

Manual Content: