Training Programs

Creating long-term stakeholder value through conscientious governance.

Founded in 2017, the Association of Governance Professionals of Nigeria (AGPN) (the "Association") is a non-profit organization comprised principally of corporate governance specialists and business executives in governance, ethics and compliance functions at public, private and not-for-profit organizations. Members are responsible for supporting their board of directors and executive management in matters such as board practices, compliance, regulation and legal matters, shareholder relations and subsidiary management.

Our List of Training Programs

Responding Strategically to Change:Managing Transitions, Leading Improvement

People and governments often demand change, but most resulting change programmes fail. Re-structuring may alter how things look, but real change needs different ways of organising, thinking and behaving.
This 1-week programme develops skills for transforming organisations through the change process.
With a focus on practical planning skills alongside the importance of communication, interaction and interpersonal engagement, participants will develop self-awareness and build skills for facilitating change in individuals, teams and organisations.
Delegates will develop improvement plans based on system perspectives, building alliances for change, enhancing team and interdepartmental working and transforming services for customers and stakeholders.
The course will focus on practical ways in which you can respond to change by improving strategies, systems and services.
The second week focuses on changing attitudes and behaviour by develop teamwork, improving relationships and creating a more effective culture. At the completion of the course, you will be equipped with the tools to support yourself and others through the transitions involved in change, and take a lead in achieving tangible and lasting results.


  • Recognise the difference between change and improvement
  • Diagnose organisation cultures and plan culture change
  • Re-design organisation systems to improve performance
  • Develop change agent and facilitation skills that enable change to emerge
  • Identify your style of learning and lead and practice alternative approaches
  • Create, implement and evaluate strategic plans that overcome barriers
  • Understand how change affects people and harnessing resistance
  • Improve working relationships using emotional intelligence


  • Becoming an agent of change
  • Managing your own and other people's transitions
  • Mechanistic, organic and political approaches to change
  • Designing change projects that engage people in improving how things work

Pension Scheme Governance and Regulation

The roles of Regulators, PFA’s and Administrators with a fiduciary responsibility to act in the best interests of pension scheme members have evolved in recent years to become of critical importance to the future of pension provisioning.
As pension scheme assets globally fall further behind the liabilities that they are intended to fund, and yields continue to fall, the requirement for regulatory reform driven from the “bottom up” under advisement from those responsible for schemes “at the coal face” has increased.
In addition to these challenges, the requirement for a more “hands on” approach to the stewardship of scheme assets has become evident against a backdrop of disappointing investments.
This course takes delegates through the roles, risks, issues and processes involved in protecting the rights and members of all beneficiaries; the challenges of pensions’ roles in improving financial inclusion; and the different regulatory models and challenges involved in protecting the interests of pension schemes.


  • Appreciate the increasingly important societal and economic role of pensions
  • Understand fiduciary responsibilities to stakeholders in scheme management
  • Analyse the cash flow needs of the scheme vis-a-vis investment opportunities
  • Appreciate the role of pension system regulators
  • Understand recent initiatives towards more holistic and inclusive systems
  • Challenge status quo systems in a reasoned and structured manner


  • Pension scheme roles of Regulators, Trustees and other responsible parties
  • The pivotal role of pensions in contemporary economies
  • Poor performance of pension scheme assets and investment managers
  • Building confidence in pension systems and individual schemes
  • Challenging advisors and service providers to deliver greater value
  • Strategic initiatives, e.g. increased scale, internal investment management
  • The wider stewardship role of pension schemes in the future

The Pensions Management Masterclass

There are unique financial and societal challenges and complexities facing those who manage, regulate or provide governance for pension schemes. This course has been designed to build delegates’ knowledge step-by-step to equip them with a 360º understanding of the modern pensions landscape.


  • Gain an understanding of how pension schemes work, including scheme structure, investment fundamentals, liability estimations, pension scheme responsibilities and the workings of the asset markets
  • Grasp the detail of modern portfolio theory, including the key risks of different asset types, asset valuation techniques, the benefits of private market and public security investments
  • Understand the critical importance of the role of Regulators, Governors and Trustees, and the challenges, risks, issues and processes involved in discharging this role so that the best interests of pension scheme members are protected


  • The implications of fiduciary and regulatory pension scheme responsibility
  • Key asset valuation techniques for equities, bonds and property
  • Equity market analysis and valuation techniques
  • The role of bonds and money market securities in pension funds
  • Understanding asset-liability risk from a pension fund perspective
  • Risk management and the role of derivatives
  • Pension scheme roles of Regulators, Trustees and other responsible parties
  • The pivotal role of pensions in contemporary economies
  • Building confidence in pension systems and individual schemes
  • Challenging advisors and service providers to deliver greater value
  • The wider stewardship role of pension schemes in the future


Moving up in management - extending your Frontier


Many managers are in a post for some years, without having any management training. They function well enough in role, and yet they may feel they have missed out on the opportunity to learn and develop new skills, and on some of the practical hints and tips around people management that would make things run more smoothly. If this sounds like you, you may be interested in our two-and-a-half-day Management training for moving up in management.
This course was developed as a result of feedback from those who attended our other popular management courses. It is designed for those who would not attend Moving into management because they feel they have been 'doing it' for too long already, and who find that the predominantly strategic focus of Moving from manager to leader is not quite what they are looking for.
This is a real world skills-based management course, full of tips and techniques, for those who want to focus on the practical side of the manager's role, and to share their reflections and experiences in the company of others who are in a similar situation.


  • managing in different organisations
  • policies and procedures for people management
  • induction, supervision and appraisal: some structures
  • managing your team
  • teams and groups
  • what makes a star team?
  • motivating people
  • introduction to motivational theory
  • different thinking and operating styles
  • you and your communication style
  • managing problem behaviour
  • managing difficult situations
  • managing your manager
  • managing yourself

For Whom

This management skills course is for managers who have been in post for more than a year. It is a skills-based course for those more interested in the practicalities of people-management than the theory. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

Lead, Manage and Develop Teams

Course Overview

Good leadership can make the difference between business success and failure. Effective leaders earn the respect of employees and are able to energise and inspire higher levels of productivity. In this course you will learn about different leadership styles and the impact these styles can have on a workforce. You will develop an understanding of the characteristics of good leaders and be able to assess your own leadership skill in the context of work.

Learning Outcomes

Upon course completion, participants will be able to:

  • Differentiate between leadership and management
  • Understand work place power bases
  • Identify different leadership styles and know when they should be applied
  • Identify the characteristics of a good leader
  • Know how to encourage and support staff
  • Delegate effectively
  • Reinforce good performance and provide effective feedback
  • Monitor performance and know how to counsel and coach others



This one-day workshop is designed to enhance delegates' understanding of change, to make them better equipped to analyse the factors at play in their own particular circumstances, and to adopt practical strategies to deal with resistance.


Managers and supervisors, present and aspiring, who want to be able to deal effectively with the consequences of, and manage the process of, change.

MODULE 1: Course Overview

MODULE 2: What is Change?

MODULE 3: The Change Cycle

Topics covered:

  • The Three Phases
  • Endings
  • Transitions/Neutral Zone
  • Beginnings
  • Insights

MODULE 4: The Pyramid Response to Change

Topics covered:

  • Top Management
  • Middle Management
  • Employees/Workers/Associates

MODULE 5: A Four Room Apartment

Topics covered:

  • Contentment - Renewal - Denial – Confusion

MODULE 6: Dealing with Resistance

Topics covered:

  • Empathy: The First Key to Successful Change
  • Participation: The Second Key to Successful Change
  • Communication: The Third Key to Successful Change

MODULE 7: Strategies for Dealing With Change

Topics covered:

  • How to Change Negative Situations or Avoid Them Altogether

MODULE 8: Managing Anger

Topics covered:

  • The Five Dimensions

MODULE 9: Managing Stress

Topics covered:

  • Stress Management Techniques


Performance indices Course


This intensive one-day workshop is designed to develop practical skills in managing others. It deals with Leadership and management styles, managing performance through motivation, coaching and setting S.M.A.R.T. objectives.


Managers and supervisors, present and aspiring, who want to manage employees in a way that is geared to better results.

MODULE 1: Course Introduction

Topics covered:

  • Knowledge Skills Checklist

MODULE 2: Leadership versus Management

Learning outcomes:

Be able to define the differences between leaders and managers, recognise the theory of leadership (Adair) and identify management styles.

Topics covered:

  • Adairs Top Leadership Qualities
  • Action Centred Leadership
  • Management Styles

MODULE 3: Learning

Learning outcomes:

Be able to define what "learning" entails and understand how to use differing learning methods appropriately.

Topics covered:

  • A Definition Of Learning
  • Some Learning Methods

MODULE 4: Motivation

Learning outcomes:

Recognise how Herzberg”s Theory of Motivation applies to leadership and management and what motivates people.

Topics covered:

  • Herzbergs Theory of Motivation
  • Motivation Checklist
  • Motivation From the Front Line

MODULE 5: Performance Management

Learning outcomes:

Understand the theory behind the Skill and Will matrix model and be able to apply this to identify employee strengths and weaknesses and manage staff performance.

Topics covered:

  • Skill / Will Matrix
  • Applying the Skill / Will Matrix
  • Managing Poor Performance
  • Overcoming Performance Blockages

MODULE 6: Coaching

Learning outcomes:

Be able to implement a coaching programme that is aimed at improving the skills, attitude and behaviour of staff and includes effective feedback.

Topics covered:

  • What is Coaching?
  • What is NOT Coaching?
  • Why Coach?
  • Who Needs Coaching?
  • Essential Coaching Skills / Qualities
  • Differences Between Training and Coaching
  • Coaching Styles Questionnaire
  • Questioning Skills
  • Open Questions Exercise
  • The G.R.O.W. Approach
  • G.R.O.W - Some Questions To Ask
  • A Suggested Coaching Process

MODULE 7: Setting SMART Objectives

Learning outcomes:

Identify and set SMART goals for your staff that are positive, motivating and productive.

Topics covered:

  • Setting Goals
  • SMART Goals
  • Measurability of Objectives
  • Defining Standards Exercise

MODULE 8: Your Personal Action Plan



This intensive one-day workshop is designed to develop practical skills in managing staff beyond the basics. It ceates an understanding of delegation, communication and assertiveness as a basis for lessons on giving feedback and performance counselling. There is also treatment, via short case studies, of a number of common difficult scenarios, and ends with an extremely useful section which deals with development of delegates general management skills.


Managers and supervisors, present and aspiring, with an undersanding of the basics of managing staff, who want to take their skills and knowledge to a higher level.

MODULE 1: Your Personal Action Plan

MODULE 2: Course Introduction

Topics covered:

  • Knowledge Skills Checklist

MODULE 3: Delegation

Learning outcomes:

Be able to recognise what is meant by the 5 levels of delegation, benefits and barriers and delegating effectively.

Topics covered:

  • What is Delegation?
  • The Five Levels of Delegation
  • Five Steps to Delegation
  • When Delegation is not Possible
  • Delegation - Benefits and Barriers
  • Delegation Process

MODULE 4: Communication

Learning outcomes:

Recognise the benefits of good communication skills, understand the benefits and identify the barriers.

Topics covered:

  • What is Communication?
  • Benefits of Good Communication Skills
  • Why Communication Goes Wrong
  • Communication Methods

MODULE 5: Assertiveness, Aggressiveness and Passivity

Learning outcomes:

Recognise assertive, aggressive and passive behaviours and be able to use the 3 steps to assertive behaviour effectively.

Topics covered:

  • What is Assertiveness?
  • What is Aggressiveness?
  • What is Passivity?
  • Assertiveness - the 3 Steps
  • Assertiveness Practice

MODULE 6: Giving Feedback

Learning outcomes:

Be able to plan and evaluate feedback, using it as part of the performance management process.

Topics covered:

  • Feedback - the EEC Model
  • Receiving Feedback
  • Feedback Exercises

MODULE 7: Performance Counselling

Learning outcomes:

Recognise how Performance Counselling can be a useful tool to deal with employees who under-perform in the workplace.

Topics covered:

  • The Performance Counselling (P.C.) Meeting
  • Performance Counselling Meeting: Preparation
  • Conducting the Performance Counselling Meeting
  • Performance Counselling Meeting Process
  • Exercise: Friday The 13th!
  • Factors to Consider Before Implementing Disciplinary Procedure

MODULE 8: Dealing With Difficult Situations: Case Studies

Learning outcomes:

Use case studies to analyse difficult situations and learn how to manage them effectively.

Topics covered:

  • New Manager
  • Romance in the Office
  • Sloppy Work
  • Unacceptable Banter
  • Resistance to Change
  • Dealing with Body Odour
  • Clumsy Management

MODULE 9: Practical Ideas to Develop Your Management Skills

Learning outcomes:

Recognise where to go to research and plan for your continuing professional development.

Topics covered:

  • Developing your Knowledge / Experience
  • Developing your Skills / Competencies
  • Developing your Attitude



This workshop is designed to teach delegates new approaches to problem-solving, and develop practical ways to solve business problems and reach win-win decisions with others.


Managers and supervisors, present and aspiring, who want to develop a more structured view of solving problems and to achieve sustainable solutions with a positive approach.

MODULE 1: Introduction and Course Overview

MODULE 2: What is Problem Solving

MODULE 3: Win Win Decisions

MODULE 4: The Problem Solving Model

MODULE 5: Phase 1

MODULE 6: Phase 2

MODULE 7: Phase 3

MODULE 8: The Problem Solving Toolkit

MODULE 9: Gradients of Agreement

MODULE 10: Facts vs Information

MODULE 11: Implementing a Decision

MODULE 12: Types of Decision

MODULE 13: Your Personal Action Plan


Leadership Skills Managers and Supervisors

Course Outline

Supervisors, Team Leaders, Divisional Managers, Branch Managers and CEOs will find the 'Leadership Skills' workshop addresses the areas of Leadership most critical to the success of the Leader, the team and the organisation. During the training, participants will gain a foundation of understanding about the principles and practices of Leadership. These insights will enhance participants' capabilities and confidence, enabling them to be effective leaders.
During the course we will consider what 'Leadership' means, and what the role of the Leader entails. We'll investigate what makes teams successful, and the Leader's role in the team's success. Leadership requires excellent communication, and we'll enhance our questioning, listening, and rapport-building skills, as well as investigating some guidelines for successful meetings.
Participants in the 'Leadership Skills' training will gain an understanding of the importance of setting goals with team members, and how to set goals to ensure their achievement. We'll explore methods of developing and empowering people, through training, coaching, supporting and delegating. We'll discover how to inspire the best performance through recognition and reward, and adopt a supportive approach to correcting mistakes and disciplining people. During the course we'll learn how to prepare for and conduct Performance Review meetings, including content and strategy. We'll also discuss some Time Management and 'Survival tips' to maximise your effectiveness, as well as your enjoyment of the Leadership role.

Content and Outcomes

The Foundations of Leadership and Teams
  • Investigate what 'Leadership' means in today's businesses, and how it differs from yesterday's concept of 'Management'.
  • Gain insight into the indirect control, or influence, we have over colleagues and the results of the team.
  • Consider the value of working in teams, and what a team needs in order to function successfully. .
  • Gain an understanding of 'Employee Empowerment', and the Leader's role in inspiring people to perform at their greatest potential. .

Communication and Meetings

  • Investigate the types and frequency of meetings we should facilitate with individuals, and the team as a group, for effective Leadership.
  • Understand that good communication is the cornerstone of effective Leadership.
  • Enhance rapport-building, questioning, and listening skills to ensure open communication.
  • Learn how to project approachability and authority via body language and speech techniques.
  • Identify leader's behaviours which will increase team members' trust and respect for them.
  • Adopt supportive yet assertive approaches to resolving conflicts within the team.
  • Understand how to successfully facilitate meetings for effective outcomes.

Principles for Effective Goal Setting

  • Investigate the importance of goal setting in generating results.
  • Follow guidelines for the goal setting process to generate team members' commitment for achievement and success.
  • Adopt an approach which helps keep people focussed on their goals

Developing and Empowering People - (training, coaching and delegating)

  • Discover the meaning of 'Situational Leadership', and how to employ various styles of Leadership for developing and supporting your people.
  • Consider the leader's role in skill transference, induction and training.
  • Discuss what 'coaching' means, and techniques for successful coaching.
  • Recognise the benefits of delegation for increasing productivity and developing the capabilities of team members.
  • Discuss the principles of effective delegation.

Rewarding and Correcting People's Behaviour

  • Become aware of the power of reward, recognition and positive reinforcement.
  • Clarify the distinction between Extrinsic and Intrinsic rewards, and consider ways of maximising the perception of both.
  • Develop an approach to correcting people's mistakes which leads to improved performance and confidence.
  • Follow a plan for 'progressive discipline' to address poor performance or misconduct.

Conducting Performance Review Meetings

  • Understand the importance of measuring and monitoring performance, and providing formalised feedback to inspire enhanced performance.
  • Adopt an approach for continual assessment, and 360 degree reviews, to make preparation for performance reviews unbiased and comprehensive.
  • Explore a proven structure to the performance review meeting, with a step by step outline of content and strategy.

Time Management and Survival Tips

  • Discuss lifestyle issues which impact on your success as a Leader.
  • Explore techniques to minimise time wasted in the workplace.
  • Adopt a mindset which enhances your results, as well as increasing your enjoyment of the Leadership role.

The Proficient Use of Change Management

Making Change Work for You


Making change work
  • Truths about change
  • The difference between 20th and 21st century organizations
  • How to identify and understand the four phases of change
  • How to see change as an opportunity, not a problem
  • The individual’s wheel of change
  • Four life-change strategies

Making change work for you

  • Understand how people react differently to change
  • Your three personal action options in dealing with change
  • Learn how to respond, not react, to change
  • How to entertain creative solutions to problems
  • How to avoid the failures of change
  • Two types of change: incremental / transformational
  • Using a change statement

Making change work for others

  • Communicating change
  • How to implement change while maintaining productivity and high morale
  • How to communicate change as a positive force
  • How to be more sensitive to team members’ emotional aspects of change

Making change work for your team

  • How to guide the process of change to achieve desired results
  • How to foster acceptance of change without confusion, depression, or fear
  • How teams react to change
  • How to manage denial, anger, and bargaining among team members
  • Using the influence of short-term wins
  • The relationship of lifelong learning, and the capacities to succeed in the future

Effective Time Management

Course Overview

In this course, participants will practice techniques that will help them achieve more effective use of their time so that they can direct their energy towards the activities that will further their professional and personal goals

Who Should Attend

Professionals in a variety of fields who are seeking improved time-management skills so that they can perform more effectively.

Course Objectives

Upon successful completion of this course, students will be able to:

  • articulate your goals.
  • analyze how you are currently allocating your most precious resources: energy and time.
  • identify elements of your personal work style that contribute to your effective use of time.
  • assemble a collection of time-management tools and strategies that you can use to take control of your time.
  • create an action plan for your time-management process and identify ways to evaluate and improve your efforts.

Course Outline

- Defining Goals
  • Define Time Management
  • Describe Your Dreams
  • Identify Regrets
  • Articulate Goals
Analyzing Energy Allocation
  • Identify How Energy Is Spent
  • Analyze Tasks
  • Analyze Time Usage
  • Analyze Energy Flow
Identifying Personal Style
  • Review a Successful Day or Project
  • Analyze Your Preferences
  • Identify Personal Strengths
  • Identify Personal Motivators
  • Reduce Time Wasters
Assembling the Toolbox
  • Negotiate for Success
  • Delegate Tasks
  • Choose Tools that Work for You
Creating an Action Plan
  • Create the Action Plan
  • Evaluate the Time-Management Process


Delegation skills trainings

Become more productive at work, by learning effective delegation skills and techniques.

Learn how to delegate tasks and motivate others with this practical one day delegation training course, which includes fun exercises.

Target Audience

Delegation skills training is ideal for team leaders and managers wanting to enhance their own productivity and focus on their crucial goals, by delegating tasks and projects to their team members.

Course Aim

In this practical course participants will be provided with a range of tools and templates to help them learn how to delegate tasks and use effective delegation as a key development tool to motivate and challenge their people. It will identify all the considerations that need to taken before, during and after a task has been delegated.

Course Objectives

By attending one of our delegation training courses, participants will have:
  • Stated what the definition of delegation is and appreciated what stops managers from delegating
  • Articulated the benefits of effective delegation and described the effects of good delegation
  • Practised how to delegate effectively
  • Practised using questions to review progress and given feedback on their progress
  • Identified tasks that can be delegated and the best team member to delegate these tasks to

Course Overview

What is delegation?
  • Definition of delegation
  • Why managers don’t delegate
  • Paired exercise and group discussion

The effects and benefits of good delegation

  • Benefits of effective delegation
  • Managers past experiences of delegation
  • Key principles for effective delegation
  • Group exercise with presentation pitch, group discussion and review

How to delegate effectively

  • An exercise in how not to delegate
  • What we can learn from this exercise
  • The art of delegation – six steps to effective delegation
  • Delegation preparation checklist
  • Assigning tasks for delegation
  • Facilitator demonstration and whole group exercise, short presentation, individual exercise with group learning review

Communicating delegated task

  • Delegation communication checklist
  • Conveying delegated task to team member
  • Review of checklist and short practice sessions in pairs with group learning review

Recording and prioritising delegated tasks

  • Recording and prioritising long and short term goals and tasks
  • Completing action plans for delegated task
  • Presentation using example templates, individual exercise and group review

Monitoring progress and giving feedback

  • Asking questions to review progress
  • performance
  • Giving feedback and recognition
  • Facilitator demonstration of techniques, practice sessions and group review

Applying the learning

  • Identifying core team skills using Team Skills Matrix
  • Identifying tasks for delegation Individual exercises, group review
  • Reviewing the learning and next steps

    • Review of learning and action planning
    • Course feedback
    The delegation training will be supported with:
    • An optional participant pre-course questionnaire and/or pre-course reading
    • A colour printed workbook with tips, techniques and space for personal notes
    • Templates can be emailed to participants after the delegation course

Performance management bootcamp

Learn effective techniques to manage employee performance.

This performance management courses cover practical techniques and processes for managing employee and team performance.

Target Audience

This course offers practical performance management training, aimed at line managers who have a responsibility for managing the performance and conduct of staff/employees.

Course Aim

This interactive one-day training course will bring consistency in applying performance management within the business, helping managers and team leaders recognise their role and contribution to effectively manage performance and conduct at work.

Course Objectives

By the end of the course, participants will have:
  • Shared a common understanding on how performance management systems can be effectively utilised to raise the performance of individuals and teams
  • Enhanced their skills in setting clear expectations and objectively measuring individual performance using objectives and competencies as key measures
  • Identified and practised some performance management strategies and techniques to enhance the performance and motivation in under-performing and high performing team members.

Course Overview

Creating and sustaining high performance teams
  • Key characteristics of a high performing team
  • Stages of group development
  • Role of team leader in achieving high performance
  • Group ‘shapes’ exercise with review, presentation, individual reflective exercise
The principles of performance management
  • Core elements, principles and benefits of an effective performance management framework
  • Performance management cycle and purpose of the annual performance review
  • Organisations’ performance appraisal process
  • Quiz, case study quiz, presentation and group discussion

Setting performance measures

  • Objective setting process
  • Setting and communicating performance objectives
  • Identifying core behaviours that drive high performance
  • Presentation, the ‘shoot out’ exercise with facilitated group review, group exercise and discussion

Reviewing and assessing performance

  • Reviewing different levels of performance
  • Objectively assessing and rating performance
  • Case study with group learning review and discussion

One to one performance review meetings

  • Structuring performance review meetings
  • Giving constructive and motivational feedback
  • Using questions to help employees review their own performance
  • Presentation, skills practice in small groups, group learning review

Review and next steps

  • Review of learning and action planning
  • Course feedback

Creativity and innovation course

Improve innovation and develop creative thinking in your workplace.

An inspirational creativity and innovation training course designed to develop creative thinking – for managers and work teams.

Target Audience

Suitable for business teams, this creative thinking course is designed to help enhance creativity and promote the generation of innovative ideas.

Course Aim

This practical course will provide managers and specialists with a range of simple creative thinking techniques that they can use to generate ideas and solve problems at work. Real life work problems and opportunities can be built into the workshop, enabling participants to leave with some ideas and potential solutions that can be implemented at work.

Course Objectives

By the end of the one-day creative thinking training, the participants will have:
  • An understanding of why some people are naturally creative, but also how everyone can develop their creative skills
  • Knowledge of how to use a range of creative thinking methods, tools and techniques to generate ideas and solve problems
  • The opportunity to apply the methods and tools to generate ideas for improving areas of their own work

Course Overview

Benefits of using a creative approach
  • Facilitator presentation, participant personal introductions and ice breaker

Recognising the difference between creativity & innovation

  • Understanding the cycle of innovation
  • Facilitator presentation and group discussion
Breaking through thought patterns and assumptions
  • Recognising left and right brain thinking
  • Identifying how creative we are
  • Individual creative thinking exercise, group review and self assessment questionnaire

Enabling creativity

  • Simple methods and techniques to develop creativity
  • Identifying ways to further develop creative thinking
  • Individual practical exercises and group review

Methods and tools for generating ideas

  • Brainstorming or blue sky thinking session
  • Reverse brainstorming
  • Sort cards or mind maps
  • Sticky notes/Metaplanning technique
  • Identifying when best to use each idea generation technique
  • Facilitator technique demonstration with group plus learning review

Logical versus lateral thinking

  • Recognising the differences between lateral and logical thinking Appreciating our strengths
  • Energiser exercise, short presentation, ‘Message in a bottle” exercise, review

Creative problem solving

  • Creative problem solving techniques
  • Using the problem checklist, “go wild” and 5 whys
  • Applying to work related problems
  • Facilitator demonstration of techniques, pairs or trios exercise

Applying the learning

  • Turning creative ideas into action
  • Small group practical problem solving and creative thinking activities, group feedback and review

Reviewing the learning and next steps

  • Review of learning and action planning
The creativity training will be supported with:
  • an optional participant pre-course questionnaire and/or pre-course reading
  • a colour printed workbook with tips, techniques and space for personal notes


Management Skills for New Supervisors and Managers

Manage, coach and inspire your team to new levels of performance!

This seminar will give you the fundamental skills to succeed in your new leadership role. You will learn key concepts and practice using tools for communicating, leading change, coaching and inspiring that will enable you to build a high-performing team of engaged employees. And, you will walk away from this seminar with a powerful action plan to leverage your new skills and transform your management challenges.

  • Identify the roles and responsibilities of a leader and your impact on others
  • Gain awareness of your behavioural style and learn to recognize the styles of others
  • Adapt your style to improve communications and relationships with others
  • Support your employees through phases of transition and change
  • Recognize what and when to delegate, to whom
  • Deliver feedback that will re-direct behaviour and inspire employees
  • Use performance management to motivate and engage your employees

How You Will Benefit

  • Empower others by giving individuals clear goals and the autonomy to do their best work
  • Maximize productivity through delegation and performance management
  • Gain the confidence to provide employees with ongoing feedback and coaching
  • Avoid common pitfalls for new supervisors and managers

Dealing with difficult people course

Learn practical skills for dealing with challenging behaviour in the workplace and from clients.

The course ‘dealing with difficult people’ training course covers strategies and techniques to manage difficult people and behaviour, producing positive outcomes. Also available in truncated form, as a half-day course


Target Audience

The dealing with difficult people course gives delegates a valuable insight into why people behave in challenging ways. The training develops effective strategies and techniques to deal with difficult people and behaviour at work.

In addition, we also provide dealing with difficult customers training for people who experience difficult behaviour from their clients.

Course Aim

The aim of this training is to provide individuals with the skills and strategies to enable them to address difficult behaviour in the workplace. The course provides delegates with the opportunity to work on their own work situation, where they want to handle the bad behaviour more effectively. This enables them to leave the training equipped with some effective, practiced strategies for achieving a more successful outcome.

Course Objectives

By the end of this one day training course, the participants will have:
  • Considered the causes of challenging behaviour
  • Recognised different behaviour types and how to deal with them
  • Learnt techniques to deal with difficult or angry people
  • Delivered feedback assertively
  • Identified the best strategies for addressing a current difficult behaviour
Course Overview

Understanding behaviour and what makes behaviour difficult

  • What is behaviour
  • Current behavioural challenges
  • What causes difficult behaviour
  • Factors affecting our behaviour and how attitudes are formed
  • Communication misunderstanding
  • Presentation, small group exercise, facilitated group discussion

Building a toolkit for dealing with difficult behavior

  • Introducing the ‘Difficult Behaviour’ Toolkit
  • Current behaviour management strategies and techniques
  • Facilitated group discussion

Different behaviour types and how to deal with them

  • Appreciating the impact of the different styles of behaviour on each other
  • Strategies for responding to different behaviour styles
  • Resolving conflict in a constructive way
  • Facilitator presentation, small group exercise, facilitated group review

Using assertive communication

  • Steps to becoming more assertive
  • Using assertive language
  • Finding ways of saying ‘no’
  • Importance and impact of our non-verbal language
  • Facilitator demonstration, pairs exercise, Metaplanning exercise and facilitated group review

Handling and defusing conflict and emotions

  • Our reactions to conflict and difficult behaviour
  • Conflict styles questionnaire -Thomas Kiln Model
  • Summary of conflict styles
  • Defusing difficult emotions, particularly anger
  • Individual questionnaire, presentation, pairs practice exercise, facilitation

Giving Constructive Feedback

  • Importance of feedback
  • Guiding principles for giving feedback
  • Group exercise, presentation, pairs practice exercise

Practice sessions

  • Review of ‘Difficult Behaviour’ toolkit
  • Selecting behaviour management strategies and techniques for participant’s own difficult situation
  • Group review, small group practice sessions with feedback

Action planning and reflection

  • Review of learning and action planning, course feedback
  • Individual reflection and action planning exercise, facilitated group review
The dealing with difficult people training will be supported with:
    • An optional participant pre-course questionnaire and/or pre-course reading on dealing with challenging behaviour effectively
    • A colour printed workbook with behavioural management tips, techniques and space for personal notes

Performance Management Training


Performance Management translates to creating both competence and growth for employees. Effective Performance Management incorporates a series of on-going assessments, processes and activities that encourage growth and measure progress in attaining objectives.

This workshop will guide managers to monitor ongoing performance so as to incorporate effective developmental plans for employees. Managing performance comes with greater responsibility for the work output and progress of others. Understanding and applying the Performance Management Cycle is invaluable in maximising human resource potential in the organisation.

Removing the dread of the ‘Performance Review Circus’ by understanding the cooperative relationship between managers and subordinates will prove to be motivating and enlightening for both parties.

Management at all levels should to be able to coach and counsel towards desired outcomes in order to prevent formal disciplinary steps. This workshop will teach the coaching skills essential to perform this role.

This Performance Management training course is designed for those who manage the day-to-day performance of staff.

The Performance Management course equips delegates with the skills and techniques to ensure staff perform to the peak of their abilities.

Course Objectives

Having completed this Performance Management course participants will be able to:
  • Understand the aims of performance management.
  • Identify acceptable standards of performance.
  • Conduct effective reviews of performance
  • Set SMART objectives.

Manage the performance of the 'star', the 'plodder', the 'peaked' and the 'poor' employee. Performance Management means creating both competence and growth for employees. Effective Performance Management incorporates a series of on-going assessments, processes and activities that encourage growth and measure progress in attaining objectives.

Good Performance Management focuses on developing others. This workshop will help in assessing performance and making decisions to develop the performance of others. Managing performance comes with greater responsibility for the work output and progress of others. Following the process will help you grow the skill to evaluate others.

Identifying areas that require either correction of performance or development of skills is crucial to a productive workforce. Management at all levels need to be able to coach and counsel towards desired outcomes in order to prevent formal disciplinary steps.

  • To enhance leadership strengths by understanding performance management strategies
  • Delivering honest, ongoing, ethical and fair reviews
  • Solving typical performance management issues
  • Knowing when to access HR support and tools
  • Creating a personal development plan to help you grow your performance management skills
  • Evaluate your performance management skills
  • Recognising guidelines for applying performance management strategies


Performance Management and Appraisals Course Outline

Performance Management is not a company’s way of employing “micro-managing” techniques that stunt the professional growth of its employees. But rather, it is a strategic approach to ensuring the efficiency and effectiveness of an organisation.
Whether at the organisational, departmental or employee level, the goal of performance management is to make sure all business goals are being met in a satisfactory manner.
Outcomes: Define performance management Examine how performance management works & the tools used to make it work Analyse the three phases of performance management Assess the effectiveness of each phase Implement effective goal setting & how to use goal setting as an integral part of performance management Practice giving feedback on performance management Interpret Kolb's Learning Cycle & discuss how to engage adults differently based on their position in the Learning Cycle Gain insight into the impact of effective motivation in the workplace Develop a performance journal & a performance plan

Performance Management and Appraisals Training Course
  • Lesson 1 Getting Started Workshop Objectives
  • The Basics (I) What is Performance Management? How Does Performance Management Work? Tools Case Study
  • The Basics (II) Three Phase Process Assessments Performance Reviews Case Study
  • Goal Setting SMART Goal Setting Specific Goals Measurable Goals Attainable Goals Realistic Goals Timely Goals Monitoring Results Case Study
  • Establishing Performance Goals Strategic Planning Job Analysis Setting Goals Motivation Case Study
  • 360 Degree Feedback What is 360 Degree Feedback? Vs. Traditional Performance Reviews The Components Case Study
  • Competency Assessments Competency Assessment Defined Implementation Final Destination Case Study