Soft Skills Training in Cracow

This instructor-led, live training in Cracow (online or onsite) is aimed at beginner-level office managers who wish to learn knowledge and skills in filing techniques and documentation management.

By the end of this training, participants will be able to:

• Understand the principles of effective filing systems.
• Learn techniques for managing and controlling both physical and electronic documents.
• Develop skills in creating, maintaining, and archiving records.
• Apply best practices for documentation management to improve organizational efficiency.

This instructor-led, live training in Cracow (online or onsite) is aimed at beginner-level professionals who wish to explore fundamental ethical theories, develop ethical decision-making skills, and understand the role of protocol in maintaining integrity and professionalism.

By the end of this training, participants will be able to:

• Understand fundamental ethical theories and principles.
• Develop skills for ethical decision-making.
• Recognize the significance of protocol in professional settings.
• Learn to navigate ethical dilemmas and conflicts of interest.
• Understand the role of ethics and protocol in different industries.

This instructor-led, live training in Cracow (online or onsite) is aimed at beginner-to-intermediate level hospitality staff who wish to enhance their skills for providing excellent service.

By the end of this training, participants will be able to:

• Gain knowledge and skills in formal etiquette, focusing on hosting, dining, and serving.
• Understand serving protocols and the rationale behind them, enabling staff to execute these guidelines proficiently.
• Improve customer service quality, and strengthen communication and interpersonal skills for better interaction with guests.
• Understand diverse cultural etiquettes and sensitivities, ensuring respectful and appropriate service to all guests.
• Handle unexpected situations and guest requests professionally and efficiently.

This instructor-led, live training in Cracow (online or onsite) is aimed at beginner-level team leaders and managers who wish to understand and leverage personality types to build stronger team cohesion, enhance communication, and manage team dynamics effectively.

By the end of this training, participants will be able to:

• Strengthen team cohesion through understanding and leveraging different personality types.
• Manage diverse personalities effectively.
• Enhance team communication and conflict management.
• Foster psychological safety and team identity.

This instructor-led, live training in Cracow (online or onsite) is aimed at beginner-level to intermediate-level professionals and managers who wish to enhance their critical thinking, decision-making, and problem-solving capabilities in personal and professional contexts.

By the end of this training, participants will be able to:

• Identify biases and logical fallacies in reasoning.
• Apply critical thinking techniques to real-world scenarios.
• Improve decision-making processes through structured analysis.
• Enhance problem-solving strategies for complex situations.

This instructor-led, live training in Cracow (online or onsite) is aimed at team leaders and members who wish to use PRISM Brain Mapping to discover the strengths, needs, and motivators of team members and learn how to manage diversity more effectively.

By the end of this training, participants will be able to:

• Obtain a strengthened understanding among team members through better knowledge of their behavior preferences and communication, strengths, needs, and work motivators.
• Discovery of team strengths and how to utilize them to increase efficiency in achieving goals.
• Find solutions to cooperation challenges, enabling the team to work more effectively.
• Increase job satisfaction for team members through analysis of how each can better utilize their strengths, and potential, and minimize stress factors at work.
• Have more effective diversity management in the team and better task alignment to people through discovering team members' strengths, preferences, and motivators and discussing individual employee reports.
• Have a better understanding of the management style of the leader through discovering their leadership profile and its impact on the team.

This instructor-led, live workshop in Cracow (online or onsite) is aimed at business professionals who wish to integrate mindfulness into their work environment to boost productivity, leadership, and well-being.

By the end of this training, participants will be able to:

• Understand the science and principles behind mindfulness.
• Develop self-awareness to enhance decision-making and leadership skills.
• Improve concentration, productivity, and emotional intelligence.
• Manage workplace stress, uncertainty, and high-pressure situations.
• Foster a positive and collaborative work culture.
• Apply mindfulness techniques to enhance creativity and problem-solving.

This instructor-led, live training in Cracow (online or onsite) is aimed at intermediate-level to advanced-level commercial management professionals who wish to strengthen their interpersonal and decision-making skills for improved business outcomes.

By the end of this training, participants will be able to:

• Enhance customer interactions through anticipation, assertive communication, and market knowledge.
• Strengthen teamwork, adaptability, and problem-solving skills.
• Develop effective decision-making, disciplined execution, and delegation techniques.
• Improve negotiation, innovation, and change management skills.

Stress Management & Resilience is a practical program focused on evidence-based techniques and reflective practices that help participants manage personal stressors, improve adaptability, and increase openness to change and feedback.

This instructor-led, live training (online or onsite) is aimed at beginner-level participants who wish to learn hands-on tools for managing stress, practice reflective activities, and strengthen resilience to better perform at work and support colleagues.

Upon finishing this program, participants will be able to:

• Apply simple, evidence-based techniques to reduce acute stress and improve day-to-day wellbeing.
• Use practical strategies to manage personal issues (health, finances, or other concerns) that affect work performance.
• Practice reflective activities and experiential exercises that increase openness to change and feedback.
• Create a personalised resilience action plan with concrete next steps and coping techniques.

Format of the Course

• Short interactive sessions combining theory and practice.
• Experiential activities, guided reflections, and brief role plays.
• Action planning and short take-home practices between sessions.

Course Customization Options

• Content can be adapted for different team cultures, stress triggers, or organizational contexts.

A highly participative course involving individual and group discussions and skills practice to enable delegates to share ideas and develop their skill levels.

Audience

Anyone who is looking to enhance their assertiveness skills

Aim

This course aims to raise confidence and increase the delegate’s ability to communicate confidently and assertively with colleagues and customers.

Objectives

By the end of the programme the participants will:

• Understand and overcome the barriers to being assertive
• Recognise behaviour traits within yourself and others and learn effective strategies for managing them
• Communicate effectively with a wide range of people to achieve a win-win situation wherever possible
• Effectively manage difficult situations.

Goal

The training will be to review and improve the competencies needed to achieve their business objectives in terms of both individual work and teamwork, particularly through the acquisition of skills by the participants such as:

• Building an effective communication style with others
• Practical analysis of the barriers of communication and active techniques to prevent their occurrence
• Building support assembly relationships
• Effective team work
• Awareness of mutual influence in relation team-unit and unit-team
• The ability to use a variety of techniques to manage conflict
• Change their attitudes and behavior modeling constructive (eg assertive posture)

Method of work

The training is designed as an interactive, where participants share is over 80% of the time. Each session follows a similar dynamic: opening a new exercise habits (to build awareness), mini-lecture on the techniques (knowledge), practicing new tactics and techniques (skills). After the close of each session, participants receive support materials for sessions discussed.

Practical material is summed giving a mini lecture explaining the theoretical basis and fundamental psychological mechanisms which participants experience while working on the training room.

Purpose of training:

For all striving to effectively and efficiently deal with conflict situations. Training for people who want to develop their skills in using the conflict in the work of the team who aim to develop the ability to apply strategies, methods and techniques of conflict management.

Benefits of training course:

Using the methods and techniques to solve conflict situations, effective conflict management, effective communication in conflict situations, skillful preparation of the analysis needs of the parties of the conflict and the formulation of the problem, the use of stress management skills, emotional and assertive techniques in resolving such conflicts.

Skills acquired during the training:

• communicate effectively in conflict situations
• identify sources of conflict
• analysis of the needs of the parties to the conflict and the formulation of the problem
• using the methods and techniques to solve conflicts
• to the principles of assertiveness and managing emotions in conflict resolution
• application of the principles of assertive resist tampering
• appropriate behavior in conflict
• implement these stress management, emotional

Training method:

lectures, simulations, case studies, role playing, giving feedback to participants

Purpose of the course:

For management: team leaders, managers are beginning their career paths and high-potential employees are selected for development. Training is also a prelude to the development of individual leadership roles and human resource management.

Benefits of completion of the course:

Increase the efficiency of team management, effective decision making related to managerial functions, appropriate selection of leadership style to the team situation, business growth, strengthen conflict resolution skills, gain time management skills.

Training method:

short thematic lectures, individual exercises, simulations, case studies, role plays

This instructor-led, live training in (online or onsite) is aimed at team leaders and middle managers who want to adopt AI safely and effectively by addressing the human factors that drive success: trust, accountability, decision habits, and psychological safety.

By the end of this training, participants will be able to:

• Define when to use AI and when not to (stop rules).
• Verify AI outputs with practical standards (red flags, second source).
• Set accountability and escalation triggers.
• Build team agreements and a 30-day adoption plan.

This live training in Cracow (online or on-site) is aimed at leaders who want to strengthen their leadership competencies, improve team communication, and learn how to effectively delegate tasks and manage difficult situations.

By the end of this training, participants will be able to:

• Recognize and develop their unique leadership style.
• Communicate effectively, building authority and trust within the team.
• Conduct difficult conversations and provide constructive feedback.
• Delegate tasks effectively and evaluate team performance.
• Manage stress and provide emotional support to team members.
• Create coherent development plans for themselves and their teams.

The goal of the program is to develop skills for active management of relationships with internal clients through conscious expression of agreement ("YES") and refusal ("NO"), while building partner relationships based on understanding, assertiveness, and effective communication. The program is based on publications: Eric Berne "Games People Play", Martin Seligman "Learned Helplessness", and Kevin Dutton "The Wisdom of Psychopaths", which provide participants with a fuller understanding of human psychology and behavior dynamics.

This course offers a comprehensive and practical introduction to the phenomenon of burnout, one of the most pressing challenges in modern workplaces. Participants will explore the difference between stress and burnout, identify personal and professional risk factors, and learn how to recognise early signs of exhaustion — both in themselves and in others.

Through guided reflection, self-assessment tools, and group discussions, the programme encourages participants to develop awareness, resilience, and personal coping strategies. It also highlights the role of organisations and leaders in creating a supportive environment that prevents burnout and promotes psychological wellbeing.

The session combines theory, self-diagnosis, and practical exercises to ensure that every participant leaves with a clear action plan for maintaining balance and energy in their professional life.

A customer care strategy plays an important role in building customer satisfaction, helping you to retain loyal customers and increase levels of repeat business.  Through good customer service you gain the client’s trust, enhance the company’s image and strengthen your competitive advantage in the market. This course focuses on strategies and skills for building lifelong customer relationships by developing valuable and effective customer-care strategies.  Satisfied customers may, through conversations and story-telling, become voluntary ambassadors for your company and are highly likely to recommend your services to others.  This workshop will also help participants communicate effectively, appropriately and clearly in all situations.

OBJECTIVES

• Developing competencies in the area of professional customer care
• Increasing the efficiency of communication with customers
• Attaining the knowledge of how to get to the underlying needs and expectations of customers
• Building strong and sustainable relationships with clients
• Expanding the positive image of the company in the market
• Identifying, reducing, and overcoming objections and barriers
• Learning about personalities and communication preferences when dealing with clients
• Establsihing the ability to create an open environment for communication
• Developing skills to communicate clearly and effectively
• Identifying barriers to effective communication
• Mastering body language and non-verbal communication

METHODS

• Role-playing
• Self-assessment tests
• Exercises in groups
• Individual work
• Practice sessions
• Lectures
• Discussions

LEARING OUTCOMES

At the completion of this course, participants will be able to:

• Adopt a focused customer care strategy
• Identify key customer issues
• Build the professional image of the company
• Adapt to specific customer behaviour styles
• Increase customer loyalty through exceptional customer service
• Develop communication abilities with clients
• Use techniques to build relationships
• Develop a personal action plan to improve customer service skills
• Show gestures of generosity and high quality customer care
• Use techniques to deal with difficult situations
• Recognise barriers to the delivery of outstanding customer service

A Customer Care Course is designed to educate participants on the fundamentals of providing exceptional service and care to customers. It focuses on treating customers with respect and kindness, building an emotional connection, and ensuring their satisfaction and loyalty. These courses cover a range of topics, including communication skills, time management, de-escalation techniques, and industry best practices. Through real-life examples and practical exercises, learners gain insights into effectively handling customer inquiries, complaints, and feedback. The aim is to equip individuals with the necessary skills to deliver professional, helpful, and high-quality service across various customer interaction points, enhancing the overall customer experience​.

Change management is a process aimed at effectively implementing change within an organization to achieve desired goals and adapt to changing environments. It requires understanding the reasons why change is necessary and identifying areas that need modification, as well as clearly defining the objectives and benefits that the change will bring. Change management is a dynamic process that demands flexibility, openness to feedback, and readiness to adjust strategies based on people's reactions and changing conditions. It is also crucial to recognize that changes are not always easy, which is why it is important to create a plan that takes into account both organizational goals and individual needs during the change process.

The training allows you to learn in practice the aspects of collaboration in a project team. Through the perspective of
modern model of cooperation Participants will have the opportunity to familiarize themselves with aspects of formulating and
conveying information, establishing rules of cooperation, receiving/transferring delivered work, as well as with the
aspects of effective communication, motivation and their importance for success in the team work.
The training is dedicated to those interested in development of competencies in managing a project team.
The training consists of a substantive part, workshops, practical examples.

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and
• Case Studies

Audience

Staff who need to be fully aware of the issues surrounding Communicating and Influencing:

• Their colleagues
• Their bosses
• Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders
• Explain how to deal with the difficult situations they may encounter in the office

In an increasingly globalised world, we work in more multicultural environments where conflicts between individuals and groups are possible. The fundamental belief behind conflict resolution is that conflicts are unavoidable but that they are manageable.

Assertiveness, self-confidence, negotiation ability, interpersonal and other skills are pivotal in supporting conflict resolution. In our everyday life, we encounter many occasions where we consciously or unconsciously (with family members, friends, clients, business partners) manage conflicts. Mastering conflict resolution helps to resolve conflicts effectively, as well as helping us to communicate better, persuade efficiently, improve business results as well as enhancing organisational and personal behavior and performance.

This course offers a mix of theories and concepts, combined with group exercises and individual activities to enable delegates to share ideas and develop their skills.

Objectives:

• To understand the fundamentals and nuances of conflicts in organizations
• To explore key concepts, factors, theories, types, and models in conflict resolution
• To discover the personality types, leadership styles supporting negotiation skills
• To learn the art of assertiveness and self-confidence
• To experiment, experience and practice conflict resolutions 

Target group

• Anyone in the organization who wants to improve their competencies, (attitude, knowledge, skills) in the area of sales psychology
• Salespeople and managers who want to improve their sales competencies
• Sales or customer service employees who are involved in the process of b2b or b2c sales
• Entrepreneurs who are in the business of selling services or products

EDUCATIONAL OBJECTIVE OF THE TRAINING:

The training prepares you to manage the sales process, with particular focusing on practical skills at all key stages of the process. Participants in the course will learn how they can influence the customer's buying process and their sales process, at the different stages of both processes. The overarching result of the of the course will be an increase in sales skills. Participants will apply the knowledge acquired during the course and qualitative gains in key interpersonal skills, to increase their effectiveness in sales.

Educational purpose of the training

• You will learn modern sales models, tools and techniques to use in b2b and b2c sales processes.
• You will plan an effective sales strategy, using the models you have learned, tools and techniques, and you will describe the sequence of key events in your sales process that has the greatest impact on the sales outcome.
• You will raise to a higher level, the key interpersonal skills that will allow you to
• You will increase your effectiveness in sales.

Benefits of attending the training

You will practice the models, tools and techniques you have learned, increasing your level of skills that have the greatest impact on your sales results.

The training will strengthen your knowledge

• From the area of sales psychology
• From the area of building an effective strategy and effective sales processes
• From the area of managing yourself in all key sales processes, which have the greatest impact on your sales goals

The training will strengthen skills in the area of

• Selecting sales models, tools and techniques appropriate to the situational context
• Increasing your influence on the results achieved in sales
• The ability to build values and sales arguments
• The ability to select values and sales arguments that respond to the customer's needs and goals
• The ability to design the sales process, to determine the activities and behaviors that have the greatest impact on the outcome, at the different stages of your sales process
• The ability to select sales arguments that result in a business case and return on investment
• The ability to diagnose customer needs
• The ability to conduct a sales conversation, using the developed sales arguments to effectively influence the customer's buying process
• The ability to manage customer objections

Training will strengthen competencies

• Influencing, in the sales process, with the use of substantive arguments and business justification
• Reading the context of the situation and selecting the right models, tools and techniques
• Managing your actions in the main sales processes

The participants after the training

• Distinguishes and understands the specific conditions of customer behavior and actions, at the individual stages of the sales process, which allows him to effectively select adequate actions, thereby increasing his/her effectiveness in action, at the various stages of the sales process.
• Leads to the finalization of the sales conversation, which guarantees the satisfaction of the the needs of both parties to the transaction.
• Adopts a win-win attitude during the sale to satisfy the goals and needs of of both parties to the transaction, which influence the building of a long-term relationship with the customer
• Actively listens to and understands from what the positions expressed by the customer and the customer's needs and effectively collaborates with the customer to develop an agreement win-win in the sales process
• Selects adequate sales arguments to meet the needs, problems, goals business and personal interests of the customer, from which the greatest return on investment is derived for the customer
• Recognizes and counteracts customer pressure and manipulation.
• Effectively manages customer objections.
• Increases his/her effectiveness in acting at key stages of the sales process.
• Manages his actions effectively, in the main sales processes, thereby increasing its sales effectiveness.

This course is designed to enhance your ability to think strategically, equipping you with the skills to approach complex situations, avoid biases, and make well-informed decisions swiftly and accurately. Through a structured exploration of various thinking styles and the common pitfalls in strategic thinking, you will develop a comprehensive understanding of how to apply strategic thinking in your professional activities.

Effective interpersonal communication is a key skill in both personal and professional relationships. It involves focusing on the speaker and understanding their perspective, expressing interest in what they say, using clear and simple messages to avoid misunderstandings, understanding and appreciating others' feelings, needs, and viewpoints. Effective communication means expressing your thoughts and emotions responsibly without violating others' boundaries, with an awareness of cultural differences that help avoid misunderstandings arising from intercultural communication. Effective interpersonal communication is essential for building lasting relationships, resolving problems, teamwork, and achieving success both in professional and personal life. It is a skill worth continuously developing and refining.

This instructor-led, live training in Cracow (online or onsite) is aimed at beginner-level / intermediate-level / advanced-level individuals who wish to provide practical tools for navigating conflicts, delivering constructive feedback, and maintaining professional authority under pressure. This training is specifically crafted to help professionals bridge the gap between technical expertise and interpersonal influence, ensuring their ideas are not just heard, but understood and acted upon.

By the end of this training, participants will be able to:

• communicates clearly and consistently,
• adapts communication to the recipient,
• handles difficult conversations,
• builds authority through communication,
• effectively conveys complex information.

Audience

• Staff who need to be fully aware of the issues surrounding Influencing and Avoiding Conflict with : 
  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Course Objectives

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders

Format

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and 
• Case Studies

Organizations such as Pfizer, Hewlett Packard, Dell EMC, and VMware have leveraged this programme to develop a more balanced influencing style and build resilient, adaptive responses to workplace challenges. Whether your goal is to create high-performing work teams, consistently win contracts through expert pitching, successfully negotiate optimal terms, or systematically build shareholder value, this programme provides the behavioral precision and strategic alignment needed to drive measurable impact.

Participants will move beyond foundational communication into advanced influence architecture, learning to calibrate their style, navigate resistance, secure commitments, and scale collaborative impact across complex organizational networks.

The Ishikawa Diagram, also known as the fishbone diagram or cause-and-effect diagram, is a tool created by Kaoru Ishikawa. It is used to visually depict the potential causes of a specific event or problem, facilitating the analysis of the factors that might contribute to a particular issue. The diagram resembles the skeleton of a fish, hence the name "fishbone," and is used to identify and organize the causes of an issue systematically. It is particularly useful in product development and quality management processes, where identifying the root causes of problems is crucial. The Ishikawa Diagram helps teams brainstorm and categorize causes, such as methods, machinery, materials, manpower, and environment, to find the root cause of a quality or performance proble​m

Workshop Goals:

 You will learn about the diversity of communication styles and how to adapt to individual
client needs.

 You will learn how to analyze and eliminate common mistakes in face-to-face and
telephone communication.

 You will master tools for managing difficult situations and emotions—both your own and those of others.

 You will develop skills to influence your environment, preventing negative reactions.

What You Will Gain from the Workshops:

 The ability to recognize and adapt to different communication styles.

 Practical use of the four levels of communication model to avoid misunderstandings.

 Effective techniques for dealing with difficult clients, tailored to specific
situations.

 Proven methods for managing emotions in difficult situations.

The "Team Communication and Sales Negotiations" project aims to improve communication and integration within the team, leading to increased work efficiency. Using the Kirkpatrick Model, the trainer plans to bring about lasting changes in participants' behavior, which should contribute to achieving business goals. Research using the D3 tool will provide a better understanding of team dynamics. The effectiveness of the project will be evaluated based on reports after 3 and 6 months, with recommendations for further actions, involving the Client in monitoring and summarizing the project.

Cultural differences can have a significant impact on teamwork. Different cultures may prefer different communication styles, such as direct, indirect, expressive, or more evasive. This may lead to differences in the interpretation of messages. Gestures, tone of voice, and words used can have different meanings in different cultures. Something that is acceptable in one culture may be offensive in another. Different cultures may have different approaches to hierarchy in the workplace. Some cultures may be more hierarchical, where decisions are made by people higher up in the hierarchy. Cultures differ in their approach to working time and deadlines. Some cultures may value punctuality more, while others may be more flexible. Different cultures may have different approaches to conflict. Some cultures may avoid confrontation, while others may prefer open conflict resolution. In some cultures, decisions are made after consultation and team discussions, while in others decisions are made by a single leader. Different cultures have different perceptions and approaches to diversity. It is important to build awareness and respect for cultural differences in the workplace. In teamwork, it is crucial to understand and respect cultural differences. Building an atmosphere of open communication, respect and flexibility in accepting diversity can help manage cultural differences and create an effective work environment. This also opens the door to benefiting from diversity through diverse perspectives and ideas.

The "Communication in a Project Team" training is aimed at project teams looking to develop their communication skills to a masterful level. The training focuses on providing communication tools, the IPS (Innovative Problem Solving) model, conflict management, and shaping non-antagonistic communication rules. Participants will acquire the skills to convey information tailored to the type of interlocutor, provide constructive feedback, and foster effective team collaboration.

Audience

Managers and Team Leaders who need to be fully aware of the issues surrounding the management and development of their staff (direct and indirect reports)

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Understand the different skills required for Managing and for Leading
• Develop their team in the most-effective way
• Explain how best to deliver Change in their part of the organisation
• Manage staff performance better
• Successfully negotiate their preferred solutions
• Explain how to deal with the difficult situations they may encounter in the office

This instructor-led, live training in Cracow (online or onsite) is aimed at managers and executives who wish to implement the right tools, skills, and methodologies to manage remote teams.

By the end of this training, participants will be able to:

• Explore remote leadership, structures, and components to successfully adapt a remote work setup.
• Develop trust, goals, culture, and teamwork to create an effective and productive remote team.
• Use existing tools and technologies to improve virtual communication and collaboration.
• Implement goal setting and project management methods to measure the performance of a remote team.

The training is intended for managers, HR specialists and everyone who is responsible for conducting appraisal interviews with employees.

Thanks to participation in the training Managers:

• appreciate the importance of evaluating employees,
• learn to use the evaluation system to build motivation and commitment,
• will be perceived as fair judges,
• learn to have difficult conversations with employees,
• they will learn what standards of behavior they should present during evaluation interviews,
• learn about their strengths and weaknesses in the field of communication and receive improvement tools,
• will increase the sense of self-confidence in contacts with subordinates and in difficult situations.

This two day course is designed for people who want to achieve better outcomes from their negotiations with customers, suppliers and colleagues. It teaches the skills and tactics used by effective negotiators and builds the confidence needed to succeed.

Delegates learn the different negotiating styles and how to maximise their personal power while protecting important relationships. The course is highly participative with a combination of lecture, discussion, coaching and exercises.

Audience

Managers, Team Leaders and staff members who feel that:

• They are attending too many meetings
• Their time is being “stolen” by other people
• They cannot get to the bottom of their day’s work because of a lack of planning, foresight or prioritisation

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage meetings effectively – respecting the time pressures of those whom they invite to meetings
• Follow the standard processes for calling, managing and preparing the output of meetings
• Appreciate more widely some of the ways of managing themselves and their time more efficiently: to work smarter not harder…

Audience

Staff who need to be fully aware of the issues surrounding People and Team Management for:

• Themselves
• Their colleagues (peers)
• Their bosses
• Their team members
• Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and
• Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others' behaviour
• Understand the strengths and weaknesses of the various communications media available
• Appreciate how to manage, motivate and develop their team members
• Manage their internal and external customers and stakeholders
• Explain how to deal with the difficult situations they may encounter in the office

Effective customer service is a key element for every company. Active listening and empathy allow you to understand customer needs and better respond to their expectations. Conduct regular customer research or surveys to understand their opinions and needs. Communicate clearly and avoid using overly complicated technical language. Respond to customer inquiries quickly and effectively. Be flexible and try to find solutions that meet the customer's needs. Treat complaints as opportunities for improvement and handle them with care and understanding. Try to personalize the customer's experience by showing interest in their individual needs. Maintain constant contact with your customers by offering them special offers, discounts or loyalty programs. Train employees in customer service, communication and problem solving. Use technology to facilitate customer contact, for example through online chat, support systems or self-service platforms. Regularly assess customer satisfaction, collect opinions and use feedback to improve service. Create a company culture that promotes customer service as a priority. Effective customer service is not a one-time action, but a process that requires commitment, continuous improvement and readiness to respond to changing customer needs. It is also an opportunity to build customer loyalty and increase the positive image of the company.

Creative team problem solving is the ability to use a variety of perspectives, ideas and techniques to solve problems effectively. To promote a creative approach to problem solving in the team, it is worth encouraging openness and diversity of ideas, organizing brainstorming sessions and encouraging the sharing of different perspectives on the problem, taking into account the diversity of experience and knowledge in the team. Creative problem solving in a team requires openness, support for diverse perspectives and the belief that every idea is valuable. It is a process that can be shaped and developed, creating an inspiring work environment and promoting diversity of thinking.

The aim of the training will be to review and improve the competencies necessary to achieve business goals, both in terms of individual and team work, especially through the participants' acquisition of skills such as: - Building an effective style of communicating with others - Practical diagnosis of communication barriers and techniques for actively preventing their occurrence - The ability to effectively exert influence and persuasion - Changing one's own attitudes and modeling constructive behavior (e.g. assertive attitude).

The 'Stress Management and Coping with Difficult Situations' training focuses on developing the ability to cope with stress in professional and private life. Participants will gain practical knowledge in recognizing the symptoms of stress, mastering relaxation techniques, and understanding the benefits of stressful situations. The course focuses on interactive exercises, mini-lectures and practical tools, enabling participants to effectively manage stress.

This instructor-led, live training (online or onsite) is aimed at professionals who wish to understand stress dynamics, learn practical strategies to manage stress, and implement techniques to enhance well-being in the workplace.

By the end of this training, participants will be able to:

• Identify personal and workplace stressors.
• Distinguish between productive and negative stress.
• Apply practical techniques to reduce and manage stress.
• Develop resilience through empowerment exercises.

This instructor-led, live training in Cracow (online or onsite) is aimed at team members and team leaders who wish to learn and apply team collaboration principles and best practices within their teams.

By the end of this training, participants will be able to:

• Create a shared direction to set collective vision, mission, and goals.
• Foster a culture of collaboration to develop positive values and motivate teams.
• Engage teams through team building activities, innovation, and conflict management to increase collaboration.
• Measure team collaboration performance to analyze teamwork and team productivity.

This practical training is designed to help participants better understand how they manage their time and workload, and to improve their overall productivity in daily work.

The course is built around the idea that time is a limited resource and focuses on shifting from a reactive way of working to a more structured approach based on planning and prioritisation.

"To Keep VUCA from Turning into BUKA - Controlling the VUCA World" is a course focusing on modern management in VUCA conditions (Volatility, Uncertainty, Complexity, Ambiguity). Participants will acquire skills in change management, systems thinking, employee motivation, and organizational transformation. The course also covers topics such as Theory of Constraints (TOC) and developing employee competencies.

This 1-1 live training (online) in Cracow is aimed at everyone who wish to get more structure and productivity in their job.

By the end of this training, participants will be able to:

• Get more in life.
• Control their time.
• Get their focus back.
• Plan their week effectively.
• Know how to deal with stress.