Programme overview

Course Delivery

Each Workshop is delivered online in Two X 90 Minute Modules with a 15-minute break.
Training materials and Workbooks are emailed to the participants in advance (or posted to those who don’t have ready access to a printer). Usually, Module One runs from 9.30am to 11am and Module Two from 11:15am to 12:45pm followed by 15 minutes for further Q&A if required.

Learning Outcomes

Business Vision/ Strategy

On completion participants will appreciate the importance of regularly reviewing what they are doing and evaluating the alternative strategies available to them. Participants will have the tools necessary to review their strategy on a regular basis

Managing Self & Others

On completion of the training participants will (i) understand the essential aspects of managing the performance of Self and Others and (ii) utilising the notes & templates provided, devise a Personal Development Plan to convert the learning into action.

Superior Customer Care

On completion of the training participants will (a) Have a clear understanding of what customers really value and dislike and (b) be able to devise and implement a plant to significantly improve Customer Care, and additional sales, Performance.

Understanding Business Finance

On completion of the programme, you will have more confidence to read financial reports, identify issues of concern by looking at important ratios and you will be able to review the impact of your management decisions on financial performance.

Workshop Content

Business Vision/ Strategy

• The strategic planning processes
• Reviewing you vision, mission, and values
• Setting realistic objectives
• Reviewing alternative strategies
• Agreeing on a strategy
• Developing an action plan

Link: https://www.rhskillnet.ie/training/key-management-skills-business-vision-strategy/

Financial Excellence

• Understanding the language of business finance
• Financial reports
• Identifying key ratios
• The impact of management decisions of financial performance

Link: https://www.rhskillnet.ie/training/key-management-skills-understanding-business-finance/

Managing Self & Others

• Challenges to Managing Self
• Personal Development [Covey 7 Habits]
• Key elements of managing Time, Priorities & Stress
• Resilience, Well Being & Personal Motivation
• The power of Thought, Attitude and Disposition
• Ongoing Personal Development & My Personal Action Plan
(Managing & Developing People)
• Management & Leadership / HRM & HRD
• Communication and People Management
• Relationships & Motivation
• Training & Mentoring for Results
• Giving & Getting Feedback / Conflict & Challenges
• My Personal Action Plan

Link: https://www.rhskillnet.ie/training/key-management-skills-managing-self-others/

Superior Customer Care

Part A: What a million customers think!
Summary findings and recommendations from the Customer Perceptions team (emphasis
on hospitality sector feedback)
Part B:
Part B:
• What is Customer Care, your experiences / discussion.
• Know your customers’ needs, wants, desires and expectations.
• Typical ingredients of Superior Customer Care
• Organisation Culture and Staff Attitudes
• Devising a Training & Development programme for superior customer care
• Barriers to Performance & Success.
• Handling Customer Complaints
• ACTION PLAN, Let’s get results!

Link: https://www.rhskillnet.ie/training/key-management-skills-superior-customer-care/

Trainer Profile

Frank McGlone BA, MBA, MCIM, MInstD.

Since 2003, Frank has been the Optimum Results’ lead Trainer & Consultant for SME Management Skills and Early Exporters projects delivered in Ireland and export markets. He has specialised in this field since the early 90s but has also worked with some of Ireland’s largest businesses. An Enterprise Ireland approved ‘Business Growth Advisor’ (BGA), Frank is a result focused and talented facilitator of effective Business and Financial Strategic Planning, Frank is a widely skilled and experienced Trainer and Executive Coach. He has served as Chairman of a number of Companies such as Botanic Inns Ltd in Northern Ireland and has been involved in developing strategies for many substantial organisations including a US owned manufacturing company with $1 billion turnover in Europe. He is also retained by a number of UK and Irish based exporting companies and organisations to provide ongoing consultation.

Aidan Harte MSc, FMII, FCIM, FIMCA, FInstLM, Dip Training & Adult Ed
Founder of Optimum Results (Business Skills Training) and Customer Perceptions (Consumer Research) in 1995. With over 35 years of wide-ranging management experience across many sectors Aidan continues to act as Director of the training & consulting aspects of the business.
He is known for the design and delivery of highly results focused, practical, and cost-effective services to “Improve the performance of organisations through improving the performance of its people” and an Enterprise Ireland approved ‘Business Growth Advisor’ (BGA). Originally a Commerce student in his native Cork, Aidan holds an MSc in Executive Leadership (University of Ulster & Boston College), he has two ‘Business Counselling’ qualifications (Durham University Business School) and is a formally qualified trainer (National University of Ireland). He a Graduate & Fellow of both the Marketing Institute of Ireland and the Chartered Institute of Marketing, a Fellow of the Institute of Management Consultants & Business Advisers, a Fellow of the Institute of Leadership & Management and prominent in several other SME Development circles.

Lynn Carr BA, MBA
Lynn has over 8 years’ experience in the research industry and has worked with Customer Perceptions since 2015. Lynn commenced her career with us as a Client Account Manager and throughout her time at Customer Perceptions, has worked on a variety of complex and innovative qualitative and quantitative programmes, with clients in every sector in Ireland and the U.K. Lynn directly manages every stage of the research projects, from questionnaire design to fieldwork management, through to the client relationship management, analysis, interpretation, compilation, and presentation of results, both at a board of management level and training rollouts across staff. Lynn has a BA in psychology from Maynooth University, during which time she comprehensively studied consumer behaviour, statistical analysis, and research methods. In September 2020, Lynn graduated from Dublin Business School with a First-Class Honours MBA (Master of Business Administration), specialising in Project Management.