training, coaching and mentoring courses
Odyssey’s training courses are run by professional and qualified specialists, all with significant experience in Customer Care, Operational Improvement and Senior Executive coaching. We can work with your HR and L&D teams to compliment ongoing CPD.
Once we have an understanding of your specific needs, our trainers will work with you in advance to tailor the course to your exact requirements.
Courses are bespoke and designed specifically for your business. They can be at beginner, intermediate or advanced level depending on the skill levels existing within your teams.
Our courses can be delivered either in-house or at our training facilities in London, Bath, Birmingham or Manchester.
Take a look at our courses:
Overall aim
To give your customer facing teams the behavioural skills they need to work effectively with customers, colleagues and other stakeholders.
Specific takeaways
- How to understand and take responsibility for behaviour and its impact in order to build confidence when dealing with both customer and internal challenges.
- How to develop new and more effective behaviours by exploring the beliefs and values that drive emotional intelligence.
- Effective strategies for listening, questioning, rapport, empathy, influencing, conflict management, confidence and empowerment.
- Working with team mates – how to become the best team!
Who it’s for
Any customer service, technical or operations team member who has daily written, verbal or face to face contact with customers.
Overall aim
To help customer facing teams understand the importance of effectively handling challenging customers and how to develop strategies for using assertive and positive behaviour to deal with them.
Specific takeaways
- Improvement of listening skills to properly understand the customer’s complaint.
- An understanding of the use of questioning skills to clarify and encourage the customer to share information.
- How to build rapport over the phone with the customer.
- Increased understanding of the impact your own behaviour has on others.
- The ability to manage angry customers and escalating situations.
- Insights to produce an individual action plan to use in the workplace.
Who it’s for
Managers or team members who regularly manage customer or stakeholder complaints.
Overall aim
To help customer facing staff develop empathetic, customer centric writing skills that increase resolution and make customers feel human.
Specific takeaways
- Increased confidence and skills when writing to customers.
- The ability to produce clearer and more customer-centric written communications.
- An increased clarity and consistency of written communications across all media.
- Skills to reduce escalation and improving first time resolution.
Who it’s for
This course is for team members who regularly deal with customers through email, social or longer written correspondence. Ideal for customer service, escalation or executive office teams. We offer intermediate or advanced training sessions for this course.
Overall aim
To introduce the techniques and strategies for deploying effective coaching to team members.
Specific takeaways
- An understanding of the differences between coaching and mentoring, counselling and teaching and the impact each of these styles has on the recipient.
- How to define their own coaching style in the workplace.
- An introduction to the basics of Neurolinguistic Programming, Transactional Analysis and how to build psychological models to aid and develop thinking.
- How to develop and refine interpersonal skills such as perception, active listening and questioning.
- Skills to build rapport and enable individual team members to develop their own outcomes and enhance personal performance.
Who it’s for
This course is designed for line managers who wish to develop a coaching style and improve the performance of individuals in their team.
Overall aim
To empower managers and team-leaders in the development of engagement and motivational skills to enhance team performance.
Specific takeaways
- Benchmarking of existing team skills.
- An understanding of the downsides of poor team member engagement and the development of some practical solutions.
- How to develop and maintain trust with colleagues.
- Skills to identify development needs and align/implement these to achieve organisational objectives.
- How to take greater responsibility for the personal development of your team members and how best to address your own development needs.
- Insights to motivate people to perform to their potential in the workplace.
Who it’s for
This course is for junior to middle line managers.
Overall aim
To define best practice in the recruitment process for line managers and anyone tasked with talent development
Specific takeaways
- How to deploy the stages in the recruitment process.
- The use of psychometric testing when recruiting.
- Best practise in recruitment interviewing.
- How to deploy effective induction.
- Skills for the development of personal action plans for on-going development.
Who it’s for
This course is for junior line managers, HR associates and partners responsible for the recruitment and retention of high calibre team members.
Overall aim
To develop your personal qualities as a team-leader or manager to enhance team performance
Specific takeaways
- Redefine your current impact as the leader of your team.
- Understand what a high performing team looks like using the Lencioni Team Model.
- Benchmark your team’s skills and explore root cause.
- Demonstrate how to build a more effective team in the workplace.
- Produce and commit to a plan to develop yourself as a leader and your team.
Who it’s for
This course is designed for mid to senior level managers and particularly suits:
• Leaders who have recently, or are about to take on a new team.
• Leaders who are achieving poor results through their team.
Overall aim
To enhance your ability to lead your teams, divisions and companies
Specific takeaways
- Communication and congruence – understanding their importance in influencing behaviour.
- Ego State Theory – understanding it and the concept of “red” and “green” behaviours.
- Self Analysis – explaining challenges around influencing and taking responsibility for impact.
- Logical Levels Theory – understanding how values and beliefs produce behaviour.
- Personal values – how to articulate the impact they have on your capacity to influence effectively.
- Action planning – using real examples to develop skills and produce ongoing development plans.
Who it’s for
Mid to senior level managers who would like to be able to influence more effectively.
Overall aim
To develop the ability to create and deliver concise and compelling presentations, as well as enhancing your overall impact in any situation
Specific takeaways
- Audience Analysis – how to make sure that they get what you want them to get out of the presentation.
- Message Production – how you create a highly specific legacy that inspires action.
- Rapid Content Preparation – making the most of whatever time you have, whether it’s 5 weeks or 5 minutes.
- Editing for Impact – cutting out the blandly obvious.
- Content Control – the power of notes.
- The bold use of Spikes to open your presentation.
- Converting over-long narratives into memorable Sound Snatches.
- Rehab from PowerPoint Prozac – making sure that you are the main visual aid.
- Handling intense Q&A.
Who it’s for
This course is for anyone who needs to develop a persuasive and influential style of presenting which will engage their audience from start to finish.
Overall aim
To allow existing trainers to develop and hone their skills so they are able to plan and deliver effective advanced training
Specific takeaways
- Identify and explore the key qualities required to deliver effective training.
- Understand your role in the training process and be able to set clear learning objectives for yourself and your trainees.
- Develop a successful structure for your training sessions.
- Understanding the learning cycle and demonstrating how adults learn.
- Pinpoint the training environment that is most conducive to learning.
- Progress your training skills through practical application and feedback.
- Define appropriate methods of evaluation.
- Produce a personal action plan to develop training skills in the workplace.
Who it’s for
This course is for anyone who regularly trains their team and wishes to develop their skills and run effective, engaging sessions to maximise productivity.
Overall aim
Helping you develop the awareness and skills to become a trusted mentor.
Specific takeaways
- Defining mentoring and how it differs to coaching.
- Understand the benefits and applications of mentoring.
- Explore your personal readiness to be a mentor.
- Understand the skills of rapport building, questioning and listening in the context of mentoring.
- Recognise the competencies and behaviours needed to be an effective mentor.
- Categorising personal learning styles and how to recognise those of others.
- The Johari Window Feedback Model – understanding its use in mentoring.
Who it’s for
Anyone who possesses the relevant experience levels and wishes to become a mentor.
Overall aim
Helping you develop the skills to encourage and motivate others to create the changes they have been needing in their lives.
Specific takeaways
- To define the type of coach you aspire to be and how to get there.
- To identify the beliefs that both aid and prevent you from achieving excellence as a coach.
- To understand and develop your Emotional Intelligence to be a truly effective coach.
- Practice using your coaching skills to unlock a person’s potential and maximise performance.
Who it’s for
This course is designed to enable senior managers already using coaching skills in their role as a leader, to advance and finely hone their knowledge of coaching.
Overall aim
To develop all the key skills needed for coming across in a calmly persuasive way in every conceivable Broadcast situation.
Specific takeaways
- How to engage with the first approach from a TV or Radio Station.
- Using Micro-Messaging to pre-prepare your interview content.
- Techniques for conveying key facts and opinions in the briefest of time allowances.
- How to thrive under the toughest of questioning.
- Gaining familiarity with every possible interview scenario.
Who it’s for
Any senior executive, board member or spokesman who needs to appear on television, radio or on-line.
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