Management Training Programmes

TTC Training's Management Training Unit has been formed to provide industry specific staff development programmes for those in middle and senior management and other managers with a strategic brief. A separate programme of training courses for Selling, Customer Care, Communication and more general Management skills is also available. Click Here. All courses are adapted to the culture and specific practices of individual companies.

We are able to offer a unique blend of commercial and people development skills tailored to the needs of your company. This could range from a basic Training Needs Analysis to a complete Organisational Review.

Programmes are available for organisations in all sectors of the industry including airlines, cruise, ferry and rail operators, hotels, car hire, tour operators, business and leisure travel agents and others.

• of one, two or three days duration
• arranged to be compatible with your company schedules
• delivered by our experienced consultants on your own company premises
• adapted to the culture and specific practices of your company
• developed around your specific objectives
• designed to help you identify quantifiable results
• completely flexible and can be delivered at any time and at any location in Britain or overseas.

Should you wish to organise an exploratory meeting with one of our consultants to discuss your training needs, complete the Enquiry Form and post, fax or e-mail a copy to us.

Here is a list of 11 of our most popular programmes:

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If you would like to learn more about how staff development programmes can improve your company's profitability and would like a free exploratory meeting with a TTC Training consultant, complete the Enquiry Form and post, fax or e-mail a copy to us.

Managing Communications

Can you hear me at the back? - making effective presentations (2 days)

Content includes:

• planning and preparing a presentation
• delivering interesting presentations confidently
• stimulating audience participation and involvement
• how awareness of non-verbal communication can improve presentations
• selecting and using visual aids

Who should attend?

Anyone who is required, from time to time, to make presentations on business or social occasions.

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But I thought you meant .... - management communication and motivation (2 days)

The manager's role has never been harder and the need to lead, inspire and enable has never been greater. This programme is designed to deal with motivation and communication in a practical way.

• the manager's role as leader
• motivating, inspiring and retaining staff
• human relations in management
• improving business correspondence
• how to prepare and deliver a presentation

Who should attend?

Any manager operating at any level.

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Managing People

Why not do it my way? - a more positive approach to management (3 days)

Content includes:

• distinguishing between assertive, aggressive and passive behaviour
• good communication and assertiveness
• assertive 'Bill of Rights'
• dealing with difficult situations
• giving and receiving criticism

Who should attend?

Any manager who needs to develop a more decisive and confident approach in dealing with others.

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Selecting the first team - how to select and recruit the right staff (1 day)

Sooner or later, all managers will be faced with the task of taking on a new or replacement member of staff. Most managers will know that it is not an easy job; most will not realise how many thousands of pounds an inappropriate selection can cost.

Content includes:

• specifying the job requirements
• creating a personal specification
• evaluating selection systems
• conducting effective selection interviews
• recruitment decisions based on accurate criteria

Who should attend?

Managers who have any responsibility for staff selection

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Just follow me! - leading teams effectively (3 days)

Modern team management requires considerable leadership skills in order to meld people into effective units. With clear vision and an 'enabling' approach to staff management, highly motivated teams can be developed.

Content includes:

• leadership styles - why people follow leaders
• team building development and group dynamics
• motivating teams, sharing goals and satisfying individual needs
• organising and delegating
• overcoming communication barriers, misunderstandings and conflict

Who should attend?

All managers who need to make their teams effective and dynamic.

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Managing Markets

A little give and take - negotiation skills for managers (2 days)

The ability to negotiate is a skill that many people believe you are born with, but in reality it can be analysed and learned. This subject is of concern to all managers including those involved in personnel functions.

• negotiating - the facts of life
• characteristics of good negotiators
• seeking the win-win situation
• the four forces and the ten commandments
• negotiating - the language and the phrases

Who should attend?

Managers involved with customers, suppliers or staff negotiation issues.

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Under promise and over deliver - managing customer care (2 days)

Businesses which concentrate their efforts on operations rather than on the customer often fail. This two day programme is a vital step in enabling managers to plan and implement a company wide customer care culture.

Content includes:

• the big picture - identifying your goals
• your customers - getting closer to them
• quality - what it is and how to achieve it
• a customer focused operation - how to include everyone
• at the drawing board - planning for improvement

Who should attend?

Any managers willing to commit themselves to the development of a customer centred culture in their organisation.

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The sales campaign - managing the sales team (3 days)

Often the best salesperson is promoted to manager and then has to learn new techniques to manage a team effectively. This programme is designed to build on all critical aspects of managing a team, as well as defining and monitoring sales objectives.

Content includes:

• managing and motivating the sales team
• conducting effective sales meetings
• customer service and care
• planning, forecasting and evaluation skills
• monitoring new business

Who should attend?

New sales managers or existing managers who need to enhance or upgrade their skills, or others who manage sales alongside other responsibilities.

Managing Legal Issues

I wish to make a complaint - responding to customer complaints (1 day)

Content includes:

• assessing the value of genuine complaints and negotiating down to your level
• using the psychology of the moment to assess the risk of saying 'no'
• defending the unreasonable claim through legal action and arbitration
• developing a positive attitude and learning how to say 'sorry'
• identifying the essential elements of a 'due diligence' system to protect the company against unwarranted complaints

Who should attend?

Managers with day to day control of complaint handling as well as those who believe that satisfied customers matter to the well being of the business.

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Promises, promises - contract law and delivering the product (1 day)

This course explores the responsibilities of tour operators and agents and examines just what 'delivering the product' means in legal terms. It will offer suggestions about protecting your business against unreasonable consumers and ensure you are not the next newspaper headline!

• brochure production - what must be included
• descriptions and pricing
• the promises you make and how to keep them
• you and the Trading Standards Officer
• financial protection and company failure

Who should attend?

Directors and senior managers at the forefront of service delivery, including those involved in brochure production and pre-departure administration.

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Laying down the Law - law affecting the travel industry (1 day)

Over the last ten years the travel industry has had to face an onslaught of new rules and regulations. This programme offers an overview of existing law, the latest CAA regulations and the worrying trend of using criminal sanctions against those in control of a business. Keeping your fingers crossed is no longer an option for anyone and this course will suggest practical measures to minimise your liabilities and risk.

Content includes:

• the latest developments in civil law - including employment legislation
• advertising, the ASA, and the British Code of Advertising Practice
• the Civil Aviation Authority and its encroaching powers
• criminal responsibilities - including developments in corporate manslaughter
• protecting your business with effective agency relationships
• health and safety - including the effective use of insurance

Who should attend?

Those owners and managers who need to implement policies to safeguard and develop their business.

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Managing the Business

Marketing, what's Marketing? - marketing for financial and other managers (2 days)

In today's competitive world it is extremely important that companies understand the needs of their customers and meet those needs by producing the right product at the right time. If a company is to move forward it is essential that all their key staff, including financial, human resource and other managers, have an understanding of the principles of marketing.

Content includes:

• the marketing environment
• product life cycle - identifying markets
• research
• market segmentation
• principles of promotion

Who should attend?

All managers and directors whose job is not directly involved with the marketing process - accountants, administrators, production and operations departments.

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Change is in the air - managing change (1 day)

There are only three things certain in life - death, taxes, and the fact that everything is going to change. Managers and their teams must learn to embrace change and develop a positive approach to the challenges it brings. If they don't, their businesses will fail. This programme is to help managers at all levels understand when change is necessary and to employ strategies for smooth implementation.

Content includes:

• the nature of change (why and how?)
• identifying changes which affect your business
• resistance to and acceptance of change
• establishing empathy and climate for cultural change
• strategies for managing change
• planning for change - choosing, implementing and monitoring progress

Who should attend?

Managers at all levels who need to anticipate, plan, and implement policies for change.

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The Quality Street - the management of quality (1 day)

In today's business environment managers must strive for competitive advantage in order to maintain market share, let alone increase it. Consumers now place a higher value on quality than on loyalty to a brand or local supplier. Price is not the first determining factor in consumer choice. This programme is aimed at senior managers who are serious about improving the quality of management practice in their organisation.

Content includes:

• defining quality
• understanding the key principles of quality
• quality techniques
• costing quality
• implementing quality

Who should attend?

Directors and senior managers who would like to know more about implementing quality within their organisation.

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