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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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