PO Box 303
Letchworth Garden City
T: 07941 191 434
Hosted by Barclaycard & Barclays Bank
Venue: Barclaycard, Barclaycard House, Northampton
08.45 Registration & Networking. Tea & Coffee served
09.30 Welcome and opening remarks by Don Hales
Feedback from our previous meeting, Customer Service Training Awards 2013 & updates on the Trainer Accreditation Program
09.45 'Looking at ways Customer Service and Training can help drive a Company's Values' - Mark Sprigg, Two Bald Blokes - clients of Barclaycard & Barclays
10.45 Tea & Coffee
11.00 The MASSIVE Goal Principle…because Realistic & Achievable goals do NOT work ! - David Hyner, fpsa, Stretch Development
David delivers research ... “NOT RAH-RAH” ... in a fun and challenging style giving delegates the
confidence to achieve their massive goals and blows the myth about ….“realistic & achievable” (smart) goals out of the water with his 16yrs of research interviews with top achievers. This keynote shares how your delegates can think and behave like top achievers.
11.45 Present Yourself with Confidence – Kate Atkin, Author of The Confident Manager
Research is providing us with increasing evidence that our thoughts affect our feelings, behaviour and hence our achievements. So how can you get into the right state of mind whatever the occasion?
The concept of confidence is often misunderstood; usually it’s only when we don’t have it that confidence comes to our attention. Kate will encourage you to explore what creates confidence, the beliefs and behaviours that support and detract from your own levels of confidence and how to find that essential boost when you need it the most. You will leave feeling more confident and with at least two strategies to give your confidence a boost whenever you need to in the future.
14.13.45 How Do You Get Your Audience to React the Way You Want, Either in Person, Virtually, Professionally or Socially? - Clare Hallinan, Director European Training and Client Support, Pinnacle
Performance Company How do you influence other people reactions, simply by how you deliver what you say? This can be effective for anyone – regardless of role, forum or audience!
This taster session will introduce an award-winning 3-step process for influential communication:
14.45 Tea & Coffee
15.00 How To Make Learning Stick – Alan Matthews, Transform Your Training
If you’re not careful, most of what people learn on training courses can be forgotten within a few days. What a waste of your training budget! This entertaining talk will set out exactly what needs to happen before, during and after a training event to help people learn and remember and to get the best return on your training investment. Alan Matthews works with internal training teams to help them design and deliver training which is lively, engaging and effective.
Information about the speakers can be found on the Speaker Profiles page.
The fee for non-members is £125 + VAT and £85 + VAT for members. A single annual membership is £75 + VAT p.a. To reserve your place please go to book your space or email Anne-Marie Lose.