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News
   5th Edition of Customer Care Excellence
   ACCENTUATE THE POSITIVE
   ACTIVE LISTENING SKILLS
   Brand Orientation
   Cancer Research - Corporate charity news
   CHANGE MANAGEMENT AT MIDLANDS COOPERATIVE SOCIETY
   CUSTOMER CARE EXPO 2006 ATHENS
   Developing Senior Managers and X-Ray your Organization
   E-Induction
   Forthcoming Events
   Head Teacher Assessment Centres
   How engaged are your employees?
   If service is so important, how come it's done so badly?
   Is your customer service training missing its mark?
   News - Change Management Excellence
   Practical Steps to Professional Development
   Practical Steps to Service Excellence
   Read our latest article on Team Effectiveness
   Self Coaching Questions for 2008
   Stairway and the ICS
   Stairway and the TJ Training Awards
   Stairway paddle to success!
   The Essential Guide to Employee Engagement by Sarah Cook
   UAE 2nd Government Leadership and Customer Care Conference

Open Courses
   Accelerated Learning Techniques
   Administration Skills
   Arranging & Running Successful Customer Focus Groups
   Assertiveness Skills
   Benchmarking Tools & Techniques
   Building a High Performance Team
   Business Skills
   Change Management
   Coaching to Improve Performance
   Conducting a Learning Needs Analysis (LNA)
   Conducting Effective Appraisals
   Conflict & Mediation Skills
   Consultancy Skills
   Counselling Skills at Work
   Creative Problem Solving
   Customer care on the telephone
   Customer relationship management
   Customer Service
   Customer service & selling skills
   Dealing with difficult situations
   Delegation and empowerment skills
   Delivering excellent customer service face to face
   Delivering high impact training sessions
   Designing effective training interventions
   Developing self esteem and confidence
   Effective business writing
   Effective Communication skills
   Effective feedback skills
   Effective minute taking
   Effective team participation
   Effective training evaluation
   Emotional intelligence
   Finance for non financial managers
   Handling customer complaints effectively
   Handling disciplinary & grievance situations
   HR / Learning and development/consultancy
   ICS First Impressions?
   Influencing skills
   Introduction to employment law
   Introduction to leadership
   Introduction to management
   Leadership development assessment centres
   Leadership skills
   Management Development
   Managing and leading meetings
   Managing change effectively
   Marketing for non-marketeers
   Measuring customer satisfaction
   Mentoring skills
   Motivating others
   Negotiation skills
   Open course list
   Performance management
   Performance Management Skills
   Political Intelligence at Work
   Practical Facilitation Skills
   Preparing for Appraisals
   Preparing for Selection Interviews
   Presenting with Impact
   Project Management Skills
   Recruitment & Selection Skills
   Report Writing Skills
   Self Awareness and Personal Development
   Service Leadership
   Setting Service Standards & Service Level Agreements
   Spiritual Intelligence at Work
   Stress management
   Successful career management
   Team development
   Time management and organisation
   Understanding customer types
   Understanding diversity at work
   Understanding Personal preferences using Myers Briggs Type Indicator (MBTI)
   Using Drama in Training
   Using NLP for business excellence
   Using prism team dynamics to develop high performance teams
   Using strength deployment inventory SDI to develop high performing teams

Publications
   10 Top Teambuilding Games
   20 Training Workshops for Customer Care: v. 2
   Advice to a Call Centre Manager
   A-Z of Training and Development
   Being Health & Safety Conscious When Running Games
   Best of Energisers and Pacechangers
   Best of Icebreakers and Endings
   Buying an off the shelf game
   Change Management Excellence
   Change Management Excellence - Introductory Chapter
   Communication skills
   Compendium of Customer Service Questionnaire and Inventories
   Compendium of Learning and Development Quizzes
   Compendium of Questionnaires Volumes 1 and 2
   Constructive Conflict Management
   Creating a customer-orientated culture
   Creating a high performance culture through effective feedback
   Creative Problem Solving
   Customer Care Excellence chapter 1
   Customer Care Excellence: Create an Effective Customer Service Strategy (Professional Paperbacks)
   Customer Focussed Leaders
   Designing questionnaires to help establish learning needs
   Designing your own training games
   Developing a powerful vision & values to help bring about change
   Developing Senior Managers
   Developing Strategy
   Development of Senior Managers
   Distributing LNA questionnaires, analysing & communicating the results
   Driving growth through Customer Service
   E-Service Recovery
   Facilitation Skills
   Facing the devil in the detail
   How to deal with 'But this is only a game, not real life'
   Implementing Change
   Keeping the Best: employee retention in a service environment
   Leadership Potential Model
   Leading Change Intelligently
   Learning Needs Analysis
   Linking Learning Needs Analysis to Business Needs
   Listen and Learn
   Managing Change
   Managing Change in a Virtual Team
   Managing conflict
   Managing Conflict in a Service Environment
   Measuring Customer Service Effectiveness
   More Session Shakers
   New Ideas for Trainers: 70 Ways to Reinvent your Training
   Observing games in action
   Outsourcing your services
   Perfect Empowerment
   Planning the timing of your LNA & ensuring your LNA runs to plan
   Political Intelligence and Change
   Practical Benchmarking: A Manager's Guide to Creating Competitive Advantage
   Preparing a Learning Needs Analysis Project
   Preparing for the Next Game
   Process Improvement: A Handbook for Managers
   Providing Feedback during Games Activities
   Relating Games to the Workplace
   Revitalising Teams: How to stay Effective in a Changing World
   Rewarding Service Success
   Rewarding, recognising and motivating Customer Service Staff
   Running Effective Customer Focus Groups
   Sarah Cook
   Secret Service: making customer service work - video
   Selecting the best techniques to identify learning and development needs
   Service Standards and Service Level Agreements
   Session Shakers
   SHACKLETON AND THE ANTARCTIC - Leadership Lessons
   Stairway Articles
   Stairway Publications
   The Manager as Facilitator - video
   The Manager as Problem Solver - video
   The Manager as Service Provider - video
   The Manager as Team Leader - video
   The Manager as Trainer - video
   The performance management cycle
   The role of the appraisal interview in learning needs analysis
   The role of the Appraisal interview in LNA
   The Use of Focus Groups in Learning Needs Analysis
   Training Make-over, make-over ideas for trainers
   Twenty Ways to Recognise and Reward Service Excellence
   Understanding organisational culture
   Undertaking an Analysis of Skills, Knowledge & Behavious to Define Learning Needs
   Using Emotional Intelligence to Serve the Customer
   Using facilitator skills when running a game
   Using refelctive practice as part of learning needs analysis
   Using Technical Tests & One to One Interviews to Analyse Performance Gaps
   Volume 1 & 2 CD Rom Compendium of Customer Service Questionaires & Inventories
   What to do if a game goes wrong
   X-Ray your Organization: How to Conduct a Customer Centric Health Check

Services
   Brand alignment and vision and values
   Business Imperatives
   Communication
   Customer Driven Process
   Executive coaching
   Leadership Development
   People Development
   Reward and recognition
   Service Excellence, Customer Care and Culture Change programmes
   Service Leadership
   Service Measurement
   Sustaining Culture Change
   Team Building
   The Stairway Consultancy Services
   Top team clarity

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