rnktre a l C n J oh p m e n t Ce Develo
NG & I N I A TR ENT M P O DEVEL CTUS 2015 E PROSP
JOHN CLARK MOTOR GROUP, ALLIANCE CENTRE, GREENWELL ROAD, ABERDEEN AB12 3AX TEL 01224 407407 / FAX 01224 849849 JOHN CLARK DEVELOPMENT CENTRE EMAIL training@john-clark.co.uk Training & Development Prospectus 2015
Incredible journeys start here. Incredible journeys start here.
CONTENTS PAGE
1
PAGE
FOREWORD BY JOHN CLARK
CORE SKILLS TRAINING • Colleague Welfare 9
3
THE JOHN CLARK DEVELOPMENT CENTRE
10
Overview Awards and CPD Structure Facilities
11
JOHN CLARK ACCREDITATION & IMI AWARDS 4 5 6 7 8
Technical Accreditation Customer Skills Accreditation Product Genius / Sales Apprenticeships & Accreditation Management & Leadership Accreditation Succession Planning John Clark Professional Accreditation
PAGE
First Aid Fire Marshall
• Customer Care
12 13
14 15 16 17 18 19 20
John Clark Positive Adding Value Understanding Customers Living your Brand Phone Power Host Enquiry Management
27 28
TRAINING PARTNERS
• Up for it! Programme
Black Horse ECPC Elite Training Empire HR F1 Training SMA Spikey Profile Woodward Group Tom Anderson Martin Harris Simon Marshall
Programme Introduction Personal Development
• Core Management Skills 29 30 31 32 33
• Sales Training
34
35
Vehicle Valuation The Perfect Sale Sales Performance Boost Selling more VAPs Phone Power Sales Finance Renewal Workshop Maximising Motability
MANAGEMENT & LEADERSHIP DEVELOPMENT
36 37 38
Team Development Time & Resource Management Motivate & Delegate Coaching Skills How to Make Alan Mac Redundant Driving your KPIs Managing Health & Safety Recruitment & Selection Interview Skills Effective Colleague Appraisals
• Aftersales Training 21 22 23 24 25 26
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Service Core Process Tyre Sales Duty of Care Selling Service Plans Phone Power Service • Systems & IT Training Excel Training PowerPoint Training Pinnacle System Training CDK System Training
Incredible journeys start here.
1
2
1
FOREWORD
Foreword by John Clark The John Clark Motor Group is a service industry business. The success of which depends all of our colleagues delivering the best experience to our customers. It is essential that all employees show the highest standard of service, efficiency and courtesy to our customers and colleagues. It is our policy to promote from within our existing employee structure. Every employee is encouraged to reflect the image that they are leaders in all aspects of motor trading. The Company has a particular pride in our reputation; and recognises that this is built equally on the commitment and skills of our staff. To ensure this enviable reputation is maintained we have set up the John Clark Development Centre in conjunction with IMI Awards. This centre will develop the skills of our colleagues and enhance both our
Customers’ experience and that of our Colleagues. Working alongside the IMI, we are committed to improving the professionalism within our Industry. We have invested heavily in The John Clark Development Centre, so that we can offer all of our colleagues a route to achieve their career aspirations. Also to provide them with worldwide recognised qualifications and access to the best training & development in the business. Full details of all training are always up-to-date on our Intranet. So be sure to check it regularly. If you cannot find the training that you need there; then contact our Training Team – training@john-clark.co.uk They will always endeavor to provide whatever you need. I firmly believe that by offering these opportunities we will attract and retain the most talented people in the business.
This prospectus provides an overview of some of the training and development opportunities available to support you and your colleagues on your Career Journey. Please engage
with the programmes and ensure that you develop yourself and your team to be the best you can be. Together let’s look forward to our continued growth and success.
John H.S. Clark Chairman
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
3
Accreditation & IMI Awards - John Clark
2
THE JOHN CLARK DEVELOPMENT CENTRE
As part of the group’s commitment to attracting, developing and keeping the most talented people in the business we have set up the John Clark Development Centre. We have become one of an elite few Dealer Groups established as an IMI Awards Centre and as such can provide our colleagues with the most up-to-date training and worldwide recognised qualifications. Working with the IMI also means that our programmes are recognised by many of our Manufacturer Partners and reduces the amount of time our colleagues are out of the business.
As an IMI Awards Centre every training event you attend within the group attracts Continuing Professional Development (CPD) points which contribute towards your IMI Accreditation.
TECHNICAL TRAINING ACCREDITATION
Our Technical Training mostly follows the Manufacturer provided paths as they have the best facilities and stateof-the-art facilities. They will offer “IMI Accreditation – Technical”
(formerly ATA) allowing our colleagues to join the IMI. This also allows them to appear on the IMI Professional Register – a public facing register of Accredited Automotive Professionals.
We have a variety of Training & Meeting Facilities throughout Scotland, strategically located to best serve our dealerships’ needs. These are all well-equipped and available to book for anyone within the group. Contact training@john-clark.co.uk for more details.
4
CUSTOMER SKILLS ACCREDITATION
Customer Skills Accreditation
Their locations are: Holdings Aberdeen BMW Aberdeen VW Aberdeen Clark Commercials Dyce Land Rover Perth VW Dunfermline Land Rover Edinburgh Jaguar Edinburgh
3
6 Facilities of different sizes from 4 - 20 Meeting / Training Facility for 8 Training Facility for 12 Training Facility for 12 Training Facility for 14 Meeting / Training Facility for 8 Training Facility for 18 Meeting / Training Facility for 8
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
For our customer facing colleagues we have the John Clark Positive Programme – an IMI Accredited Accreditation in Customer Service. The Qualification Level depends on the role they do and the training is held within one of our Local Training Centres. To achieve the Accreditation they will need to successfully complete a number of assessments.
Many of our colleagues will complete some modules as part of a Manufacturer’s programme. However we can accredit the prior learning and use assessment only. In most cases they will be able to use the same evidence to pass the assessment. The benefit of our programme is colleagues can join the IMI. This also allows them to appear on the IMI Professional Register – a public facing register of Accredited Automotive Professionals.
Incredible journeys start here.
4
5
Accreditation & IMI Awards - John Clark
John Clark - Accreditation & IMI Awards
5
PRODUCT GENIUS / SALES APPRENTICESHIPS & ACCREDITATION
Product Genius / Sales Apprenticeships & Accreditation Finding good salespeople is becoming increasingly difficult and as a result, we have to grow our own. This 1218 month programme will work in conjunction with any Manufacturer programme and results in an IMI Diploma in Vehicle Sales Level 3. The training is held within one of our Local Training Centres. To achieve the Accreditation they will need to successfully complete a number of workplace assessments. Some modules will be part of a Manufacturer’s programme. The colleagues will spend time working in all of the dealership’s departments gaining valuable experience and understanding of all aspects of the business.
6
MANAGEMENT & LEADERSHIP ACCREDITATION
On completion of our programme colleagues will join the IMI and gain an LIMI. This also allows them to appear on the IMI Professional Register – a public facing register of Accredited Automotive Professionals. They are then ready to be fully fledged Sales Executives fully immersed in our culture. The Training and assessments for this Accreditation are also available to existing Sales Colleagues who wish to gain professional status and recognition. This should be discussed with all sales colleagues at their appraisals and the relevant development plans put in place to support them achieving this.
Management & Leadership Accreditation
Award for Management & Leadership Development.
As Dave Anderson says, “The pace of the pack is dictated by the leader!” So every colleague’s journey starts with their manager.
All of our Managers will go through the ”IMI Accreditation – Management” (formerly AMA) This process will identify their strengths and development needs and then, in conjunction with the In-house and Manufacturer programmes available, provide the training, development and coaching opportunities each Manager needs to successfully complete the programme at the required level for their current and future role.
Since the launch of the IMI’s Management Accreditation programme John Clark Motor Group has been committed to ensure that all of our managers get the opportunity to become and Accredited Manager. In fact it was this commitment that contributed to us winning the IMI’s
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
6
7
John Clark - Accreditation & IMI Awards
7
Accreditation & IMI Awards - John Clark
SUCCESSION PLANNING
Succession Planning As the success of the group creates more management opportunities, we need to develop and grow our next generation of managers from within. The “Up for It” programme does just that. Using the same 16 Core Management Competencies we provide a development path to get our future
8
JOHN CLARK PROFESSIONAL ACCREDITATION
managers ready for the role. The programme consists of two Introduction to Management modules and then a review to ensure that the candidates are “Up for it!” and develop a training plan to get them ready. As they progress through this programme they can achieve an IMI Awards Qualification in Automotive Management, join the IMI and sign up for the Professional Register.
Professional
John Clark Professional Accreditation Colleagues who achieve the appropriate accreditation for their role will be further recognised with a special John Clark Professional lapel badge to denote their professional status. Their e-mail signatures will also be amended accordingly showing their qualification post-nominal letters, their IMI Membership & status on the Professional Register. They will also get a personalised desk plaque. For further information visit the Intranet or contact training@john-clark.co.uk For details of the Professional Register http://www.imiregister.org.uk/ For details about the IMI http://www.theimi.org.uk/
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
8
9
Core Skills Training - Colleague Welfare
9
Colleague Welfare - Core Skills Training
FIRST AID
10
HSE First Aid at Work (3 Days - 18 Hours)
HSE Fire Marshall A 1 day course designed to provide an insight into fire regulations and precautions and enable attendees to carry out the duties of a Fire Warden or Fire Marshall. This course will help fulfill their obligations under the Fire Safety (Scotland) Regulations 2006.
This course covers the full syllabus, as outlined by the Health & Safety Executive and approved under the Health & Safety (First Aid) Regulations 1981 & as outlined by the First Aid Approved Code of Practice 2009. The course will teach the student how to deal with:
- Resuscitation
- Bleeding
- Care of the unconscious casualty
- Shock
- Hypoxia
- Diabetic and epileptic emergencies
- Burns
- Fractures
- Poisoning
- Infection control
- Simple record keeping
FIRE MARSHALL
A certificate and wallet card will be awarded on a successful assessment on completion of the course. The qualification is valid for 3 years. First Aiders with a valid qualification may be designated a First Aider in the workplace. The duties of a First Aider can be physically demanding. It is the employer’s responsibility to ensure that delegates are free from any condition which would affect their capability and that they have the aptitude to cope with an intensive course of study. We welcome candidates with disabilities for training, but it remains their employer’s responsibility to ensure that they are appropriately supported in their workplace.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
The Fire Marshall training syllabus includes:
- Fire legislation
- The basic chemistry of fire and its differing classes
- Firefighting procedures
- Causes of fires and their prevention
- Emergency lighting
- Fixed firefighting installations
- Evacuation assembly point and fire drills
- Fire alarms
- Fire hazards
- Routine fire safety inspections and maintaining a fire log
- Risk assessment awareness
- Extinguisher recognition and basic extinguisher use (theory and practical)
All Fire Marshall training courses are certificated and comply with the Fire Safety (Scotland) Regulations 2006.
Incredible journeys start here.
10
11
Core Skills Training - Customer Care
11
Customer Care - Core Skills Training
JOHN CLARK POSITIVE
The way we look after our customers should set our brand apart from our competitors. As our marketplace becomes more and more transparent our Customer Experience becomes our most important differentiator. Every colleague has to deliver the best experience. The John Clark Positive Programme is an IMI Accredited Customer Service Qualification. There are 4 Core Modules to the Programme the first of which takes place on the Company Induction. The following 3 modules are:
- Adding Value
- Understanding Customers
- Living your Brand
12
PHONE POWER HOST
Depending on their role, colleagues may also have additional training requirements to successfully complete the programme. The training is held within one of our Local Training Centres. To achieve the Accreditation they will need to successfully complete a number of assessments. The benefit of our programme is colleagues can join the IMI. This also allows them to appear on the IMI Professional Register – a public facing register of Accredited Automotive Professionals. The Qualification Level depends on the role they do.
Are your hosts caught up with customers or too tangled in telephones to welcome your customers? Then they need Phone Power Host. This 1/2 Day course is specific for Showroom Hosts who need more skills and confidence in juggling both phone calls and visitors. Using real recorded phone calls, mystery shops and role plays participants will learn proven
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
techniques to confidently care for our customers and ensure that they are look after appropriately. All participants leave with a raft of simple techniques that they have contributed to and can continue to use every day. They will also develop their understanding of the capabilities of our phone system and a variety of features they probably didn’t even know existed! More importantly our customers will have a better experience.
Incredible journeys start here.
12
13
Core Skills Training - Customer Care
13
Sales Training - Core Skills Training
ENQUIRY MANAGEMENT
Are we missing valuable digital leads? Are we taking too long to respond? Are your Sales Executives telling you “They are all rubbish!”? With over 50% of our enquiries coming in over the web, we can’t afford that to be the case! If we are to continue growing our sales volumes we need to get smart at handling these enquiries. So send your host on the Digital Enquiry Management 1/2 day course and I will show them how to examine the Digital Footprint of the customer and gain valuable insight before they respond. They will get proven response templates I will show them real examples of these working and securing profitable deals! We will share the very best digital sales practices from all over the world. We spend time on how to get the most from CitNOW and other digital sales tools.
14
VEHICLE VALUATION
The participants will leave with their own adapted templates and a host of other digital lead conversion techniques that will change the way they respond to and convert web enquiries. Most importantly they will know how to create distinction on-line between us and our competitors! Remember on the web your nearest competitor is less than 1cm away!
How well are your Sales Executives appraising customers’ part exchanges?
In many dealerships the host is the best person to handle the first line enquiry. We pay them to welcome our face to face customers, greet our telephone customers – so why not our digital enquires too? They have the time to do and are always looking for things to do between calls. This workshop will give them additional skills and also improve our response rate and results!
Where a Sales Manager is concerned with buying the car at the right price, the other parts of the Valuation Process for a sales executive are maintaining the customer relationship and the further qualification of the customer they can achieve from performing a well-structured and thorough part exchange appraisal.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
If they do it well; the more profit you’ll make and the better your stock turn. If they get it wrong; then you could be in trouble! The advent of sites like We Buy Any Car and Sell Your Car Scotland, customers are more and more driven by the Part Exchange Valuation. Yet there are more variants of cars with more accessories and features than ever before. So it is increasingly easy to wrongly value a car.
We have also witnessed horror stories of giving retail money for cars missing seats etc. costing the dealerships thousands of pounds, but there is a huge margin
for error on every appraisal. In fact Automotive Management stated that the average dealer lost over £10000 in 2012 due to the incorrect valuation of cars. Run in conjunction with SMA at their premises in Kinross. This is a practical course where the participants will perform a number of valuations and receive feedback following the live auction on the vehicles they have valued. Because this course is an IMI Awards Certificated course, it will be as useful for experienced colleagues as well as new ones. If any of your team want to get the qualification module and not attend the course they can sit the on-line exam and if they pass they then have to pass two practical assessments. All participants on the course will have to pass two practical assessments to obtain the Certification. The assessments are carried out at their dealerships around real appraisals.
Incredible journeys start here.
14
Core Skills Training - Sales Training
15
Sales Training - Core Skills Training
THE PERFECT SALE
16
be working hard, we will be outside appraising real cars, making videos presenting our actual products etc. Day 1
This John Clark Customer is so delighted with his car; he didn’t want to get out of it and e-mail to thank the team from inside it. Want to create more of these in your dealership? Then book your sales team on this Modular 3 Day Course. What do I mean by Modular? Well you can book your team on the parts they need. If they need to get better at Appraisals, then book them on Day 2 as that’s when we cover that. This programme is ideal for new starts and old hands alike as we will cover new ways of handling today’s customers as well as refreshing on some “good old fashioned sales techniques” The participants will
- Successful Sales People
- Opportunity Management
- Customer Welcome Process
- Qualification
Day 2
- Awesome Appraisals
- Powerful Presentations
- Dynamic Demonstrations Drive
Day 3
- Presenting the Package
- Closing, Influencing & Negotiating
- Memorable Handovers
Your team will come back informed and more than capable of selling profitably to today’s demanding customers.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
SALES PERFORMANCE BOOST
“
I hated every minute of training, but I said, ‘don’t quit. Suffer now and live the rest of your life as a Champion!’ Muhammad Ali
Are you stuck in a bit of a lull right now? Used to smash your target and now you just don’t seem to be getting anywhere? Then you need the Sales Performance Boost Programme!
“
15
Find your Mojo and keep it with this revitalising programme. Forget Red Bull this will give your sales performance wings!
This 2 day refresher course followed by 3 personal one-to-one coaching support visits will reach the parts that other courses just can’t reach.
Incredible journeys start here.
16
17
Core Skills Training - Sales Training
17
Sales Training - Core Skills Training
SELLING MORE VAPs
Need to make more profit from selling more Value Added Products? Then book your sales team on this action packed 1/2 Day Course. We will give the participants at least 4 techniques for each product as well as how to overcome the common objections and we’ll cover: - Selling Supagard including the Leather Care Upgrade
- Selling Tyre and Alloy Insurance
- Demonstrating GAP
- Selling Duxback
- Selling Service Plans
18
PHONE POWER SALES
After the first batch of this course John Clark Aberdeen asked for all of their team to go through the course, they then enjoy a significant increase in their VAP sales, ran an internal league and reaped the benefit of a substantial lift in their PPU. If you send your team, they will come back armed and ready to confidently sell our range of Value Added Products and exceed the Company Objective of a VAP Sales Ratio of 1:1.
Need to convert more phone enquiries to appointments and sales? Then book your sales team on this action packed 1 Day Course. Why a full day course on the phone? Have you listened to your Leadbeast call recordings? I have and believe me a day isn’t long enough for some of our people! This course will use call recordings from real customers phoning trying to buy cars from us. Participants will learn fast initial qualification & commitment building techniques that turn calls in to appointments.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
They will also learn over 10 easy and effective prospecting techniques and leave with the script to generate sales from prospecting activities. How do they deal with “I am happy with my car”, “I want to wait another year”, “ I am too busy to talk right now” and many more simply overcame objections? After this course you’ll know how they deal with them – easily! If you send them with some leads they will come back with some appointments!
Incredible journeys start here.
18
19
Core Skills Training - Sales Training
19
Sales Training - Core Skills Training
FINANCE RENEWAL WORKSHOP
20
This one day workshop is a practical hands-on session looking at how we can improve our customer retention by using our Finance Intelligence Products to monitor their finance deals and how to then contact them to drive them in to the dealership. We will cover:
You will take away:
• A wide variety of Telephone Scripts
• How to deal with:
- A FREE Grant Cardone 86 Closes CD for closing and objection handling
- At Least 6 different Scripts to use
- E-mail follow-up templates
- Loads of ideas to try out
- Answering Machines
- Third Parties
- Objections
- Using other contact methods
- Best Practices
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
MAXIMISING MOTABILITY
Need to increase your Motability Performance? Then get your Specialists along to this fantastic 1/2 Day Course to get the Motability Scheme working for you. Motability is an excellent opportunity for additional Sales and Service revenue. Yet many of our dealerships don’t fully utilise all the tools available to get the best return from this source. This 1/2 Day Course is designed for Motability Sales sessions and will answer everything you wanted to know about Motability but were afraid to ask!
Participants will learn how to prospect from the Motability System, how to increase your repeat business and how to generate more referral business from your scheme customers. With the launch of our Dedicated Motability Micro-site we have a great opportunity to use Motability tactically to drive more registrations and create desirable used car stock for the future. So we really need to grab the opportunities and get our Motability strategy in place. Your team will leave this course with a definite plan and the tools to execute it.
Incredible journeys start here.
20
21
Core Skills Training - Aftersales Training
21
Aftersales Training - Core Skills Training
SERVICE CORE PROCESS
22
SERVICE CORE PROCESS
Are you creating more customers for your competitors by creating a tyre shopper? Then Stop!
CUSTOMER RETENTION
Arranging the customer appointment Preparing for the customer Customer and vehicle check-in
Customer follow-up Vehicle handover and invoicing t he customer Quality control and preparing for the handover
Customer interaction process Internal staff process Completing the service/repair
The way we look after our customers in our service department is critical for customer retention. We must build trust with them very quickly as we are taking care if their pride and joy. The more efficient we are in the way we look after them – the more they will trust us to look after their car while it is in our care. They will also be more inclined to accept our recommendations as we will have more credibility with them! In order to achieve full customer satisfaction during any service or workshop repair it is imperative that all colleagues understand the concept
TYRE SALES
of Service Core Process. The eightstage process will ultimately give the best quality service for the customers and their vehicles. This achieves a smoother transition between us and our customers if everyone understands their role within the process and scope of SCP.
Get your front line team on to this fantastic 1/2 Day Course guaranteed to generate more tyre sales for your workshop. Tyres are something that customers don’t actually consider important and are happy to have fitted anywhere. Yet they are The most important component on your car! They are the only thing holding your car on the road.
a real appreciation of the important safety role tyres play. They will learn very important communication techniques and have a plethora of support materials to increase their tyre sales. It’s time to get a grip on the tyre sales opportunity on your dealership now and book your team on this course.
Using a selection of videos, live demonstrations and role plays; participants on this course will get
Most customer complaints in Aftersales can be traced to a failure in the Service Core Process. We also have a video based Service Core Process training module available on the Intranet Training Centre.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
22
23
Core Skills Training - Aftersales Training
23
Aftersales Training - Core Skills Training
DUTY OF CARE
24
Need you service advisers to offer better explanations of Invoice and VHCs?
techniques and have a plethora of support materials to improve their performance.
If you are getting low scores on explanation of invoice or getting poor conversions from your Health Checks, then you need this course!
You make sure your technicians have the right tool to do their job; make sure your advisers have the right tools to do theirs and book this course now.
Get your front line team on to this fantastic 1 day course guaranteed to generate more sales & improved Customer Experience results for your workshop. We rely heavily on our front of house team’s ability to convey technical information in a clearly understandable manner and in a way that will generate trust with our customers. Some of our team are way too technical and others have no technical knowledge. This programme gives both and those in the middle a fool proof method that is frighteningly simple yet highly effective. Using a selection of videos, live demonstrations and role plays; participants on this course will learn very important communication
SELLING SERVICE PLANS
Customer Lifetime Value is our number one aim. The more Lifetime Customers we can develop the more successful we will be as a group.
This 1/2 Day Course not only looks at how to use the JCMG Service Plan Software but also looks at the best practices we have to sell Service Plans.
Service plans play a huge role in retaining our customer. They will keep coming back to us to take advantage of the plan. Customers are also 18 times more likely to buy their car where they have their existing car serviced!
We have many colleagues who are selling more than 20 plans a month – so if you have colleagues who aren’t achieving this – then get them along to this course. Remember they also earn money for every plan they sell! So this course could really be a massive benefit to them!
Is it safe?
Is it legal?
Would it pass an mot / roadside check?
Would it be cheaper to repair it now?
Will it last until the next service?
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
24
25
Core Skills Training - Aftersales Training
25
Systems & IT Training - Core Skills Training
PHONE POWER SERVICE
26
SYSTEMS & IT TRAINING
IT & Systems are at the heart of every function within our business. It is essential that our colleagues have access to the training they need to perform their role. Our IT & Systems training is delivered on a demand basis through a combination of our own Systems Team, On-line Training via the Intranet
Is this what your Service Advisors do when you need them to call a customer with additional work identified? Then they need Phone Power Service. This 1 Day course is specific for aftersales advisors who need more skills and confidence in recommending additional work over the phone to customers. Using real recorded phone calls, real VHCs and role plays participants will learn proven techniques to confidently communicate additional work to
and our partnership with Microsoft Training Partner – EC-PC. Whether you need help with Pinnacle, DCM or need to know how to get more out of spreadsheets, we run a suite of courses every quarter so please check the Intranet or e-mail training@john-clark.co.uk for more details.
customers in a way that means they will be happy to buy them. All participants leave with a book of techniques that they have contributed to and can continue to use every day and every call to improve their ability to get customers to accept their recommendations. This course covers inbound and outbound techniques and will improve their ability to overcome objections and book more work in to your workshop.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
26
27
Management & Leadership Development - Up for it! Programme
27
UP FOR IT! PROGRAMME
Manager is an aspirational title. Yet in this industry it sometime given out to people who have no experience and simply aren’t ready for the role. They are then left to sink or swim.
28
The 2 Day Programme gives them a overview of:
- Building Effective Teams
- Setting Objectives and Managing Performance
- SMART Objectives
- Monitoring Performance
- Motivation and Influence
- Ability and Motivation
- Define Competence & Commitment
The Days can be take consecutively or with a gap between and then they will have a review to see if they want to progress.
- Leadership styles
- Communication styles
- Coaching and the GROW Model
If they do they will get a development plan that will enable them to gain an IMI Level 3 Diploma in Automotive Management.
- Managing Meetings
Up for it! Is the John Clark Motor Group succession plan to develop out next tier of management ready to take the role in advance. We run a two day module with Black Horse the give the Succession Candidates a chance to dip their toe in the water and see if Management is for them.
Up for it! Programme - Management & Leadership Development
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
PERSONAL DEVELOPMENT
Once our “Up for it!” Candidates have decided to move forward with their Management Development, this module is all about developing themselves and applying their learning. “He who controls others may be powerful, but he who has mastered himself is mightier still.” - Lao Tzu “He who knows others is wise; he who knows himself is enlightened.” - Lao Tzu
As our careers progress, we spend so much time focusing on others and very little focusing on ourselves. This programme is all about you. We will focus on you as you see yourself and also how others see you. We will use this knowledge to look at how you can develop yourself by playing to your strengths & build strategies to develop or work-round your weaknesses. This is more about bringing out what is already in you than trying to put in what isn’t.
Incredible journeys start here.
28
29
Management & Leadership Development - Core Management Skills
29
TEAM DEVELOPMENT
Developing and nurturing your team is one of the measures of true success in a manager. This is a constant process. Simon Marshall from Elite Training has a wealth of experience of developing and managing extremely high performing teams. In this interactive one day course he will share the most successful methodologies and help the participants to find ways to apply them in their workplace. The Principles of Management - Key Purpose of Management
- Roles and Responsibilities
- Deal with Unpopular Instructions
30
Design Clear Business and Personal Objectives
- What Can We Measure?
- Objectivity v Subjectivity
- Personal Action Plan
The Manager’s Role in Staff Development - Establish Expectations
- The Coaching Cycle
- Influential Intervention: Gain Commitment to Change
- Give Feedback Using Reflection
The Team Development Journey - The Psychological Contract
- The Team Development Stages
- Plan For The Emotional and Behavioural Journey
Core Management Skills - Management & Leadership Development
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
TIME & RESOURCE MANAGEMENT
Time is one of our precious assets yet it frequently slips through our fingers. The more we grow our business the more demands on our time there are! In this one day course, Simon Marshall will help us identify strategies to increase our personal productivity and improve our use of time. Participants will leave with some very practical and easy to use tools as well as a few time management secrets.
Establish Your Goals - From Goals to Activity
- Plan Creatively Using Mind Maps
Make Best Use of Your Best Time - The Day Energy Curve – Establish
Your ‘A’ Time
- Analyse Your Workload
- Prioritise Your Tasks and Activities
Plan Your Activity
- Deal With Interruptions
- Planning Tools
Manage Your Workflow - Deal With Procrastination
- Best Practice Recommendations
Incredible journeys start here.
30
31
Management & Leadership Development - Core Management Skills
31
MOTIVATE & DELEGATE
This course will look at how to develop your team and increase their engagement through motivation and also how to give them meaningfulness to their tasks. Simon Marshall will give participants the opportunity to discuss industry models and methods and see how they can actually apply them in their workplace with their team. Communication: Building Rapport - Influencing v Controlling
- Why Influencing Matters
- Barriers to Effective Communication
Influencing Styles - What the Styles Mean
- What is Your Natural Style
- When to Vary Your Style
- Charisma: Born with it, or…?
Core Management Skills - Management & Leadership Development
32
Create a Team Identity
- Group v Team
- What is a Team Identity and Why it Matters
- Use Team Roles to Help Your Employees Achieve their Potential
Understand the Value of Good Leadership
- The Three Roles of Leadership
- Leadership Responsibilities and Qualities
- Management v Leadership
Motivate Your Staff Creatively - The Psychology of Motivation
- Motivational Tactics and Activities
- Motivational Planning for the Team and Individuals
- Delegation as a Motivational Tool
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
COACHING SKILLS
Coaching is the process of preparing your employees to succeed. Good coaches can create the mental resources, emotional resilience, business skills, and career development that employees need to achieve their goals.
You will learn the most Common Coaching models and learn techniques to apply them to improve your business performance.
Unfortunately, while coaching is a well-established part of the sports world, it’s a neglected art in the world of business. Much of the time, coaching is relegated to a five-minute conversation at the end of a yearly performance review. There’s a better way to handle business coaching & this course will give you 5 easy to use actions that work.
Incredible journeys start here.
32
33
Management & Leadership Development - Core Management Skills
33
HOW TO MAKE ALAN MAC REDUNDANT
OK it is a joke! But really this course is about developing understanding of accounts and how to use them to analyse and improve the business and how else can you make that sound exciting?
Background & rules of the day
Unbelievably this full day course working on accounts is actually great fun!
Breakout Groups
We cover everything below, but in a small group and in a way that really allows you to develop an in-depth understanding of each topic and how you can apply your knowledge in the workplace and benefit you and the business.
– KPIs, Investment, Working Capital, Operational Performance
Core Management Skills - Management & Leadership Development
34
DRIVING YOUR KPIs
Presentation - Basic Accounts structure and the differences between the various types of accounts – Audited Accounts
Interactive Presentation
Interactive Presentation - The control of working capital, Manage what, why & how
Breakout Groups, Management Accounts, Manufacturer Composites
Key Performance Indicators allow you to measure your business performance and identify areas to improve. However with so many things you could measure which ones should you look at and what can you do that will really have a positive impact on them? Spend half a day with Alan McIntosh and Colin McAllister looking at your business area and the KPIs, Benchmarks and potential actions you can take to really identify ways to improve your business performance.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
The Half Days Sessions are run with one half day focusing on Aftersales and another focusing on Sales. So you will be amongst peers and able to share common frustrations and more importantly best practices! The sessions are deliberately run with small groups so participants really get an opportunity to focus on their own opportunities for development.
Incredible journeys start here.
34
35
Management & Leadership Development - Core Management Skills
35
MANAGING HEALTH & SAFETY
36
The IOSH Managing Safely course is designed for people in supervisory or management positions in all types of organisations, who need a broad understanding of health and safety at work.
Course Content: Module 1 - Introducing
By the end of the course, delegates will be able to:
1. How to recognise commonly found workplace hazards and know how to control them
2. Determine why accidents involving injury or damage occur in the workplace
3. Explain how aspects of human behaviour can affect health and safety at work
4. Apply principles of good management to health and safety
5. Be able to use effective communication
6. Make sure that health and safety law is obeyed within their own workplace.
Core Management Skills - Management & Leadership Development
managing safely
Module 2 - Assessing Risks
Module 3 - Controlling Risks
Module 4 - Understanding your responsibilities
Module 5 - Identifying hazards
Module 6 - Investigating accidents and incidents
Module 7 - Measuring performance
Module 8 - Protecting our environment
Assessment: All candidates will have to complete a short assessment paper and a practical assignment. These are moderated by IOSH and upon successful completion; an IOSH certificate & a NEBOSH Level 2 Certificate will be issued.
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
RECRUITMENT & SELECTION
Finding the right people for the job is critical if we are to deliver outstanding customer experiences to every customer we have. Settling for average people is just not good enough! This one day course from Empire HR will focus on how to find and attract the right people to our business. From where & how to look to how to filter applications and CVs. Most importantly of all it will look at how to clearly define the ideal candidate as often we are so keen to fill a gap we don’t take the time to clearly analyse the role we actually need to fill!
The outcome will be: - An improved recruitment selection process through which managers are supported to deliver more stringent recruitment decisions - A closer matching of applicants with company requirements - A reduced need to manage under-performance in the first year or so of employment.
The aim will be to focus on the technical and behavioural requirements for each job role in John Clark and provide managers with the necessary skills to assess candidates consistently and fairly against these requirements.
Incredible journeys start here.
36
37
Management & Leadership Development - Core Management Skills
37
INTERVIEW SKILLS
Core Management Skills - Management & Leadership Development
38
EFFECTIVE COLLEAGUE APPRAISALS
How do we really know this person is right for the job?
By the end of the workshop, delegates will be able to:
By the end of the workshop, delegates will be able to:
The best way is a competency based selection interviewing process.
The Competency based process reduces the risk of recruiting someone who merely talks a good game! The training is delivered over 1.5 days to enable delegates to put their learning into practice on day 2 with a practical exercise of preparing and undertaking a competency interview.
- Demonstrate an understanding
- Understand the importance of the induction in establishing an effective working relationship.
of why competency based interviewing is a fairer way of assessing candidates than traditional methods.
- Identify what the ideal interview should look like and the importance of preparation. - Draft competency questions for their interviews and how to probe for a full response - Assess competency interview answers, understanding scoring and skills practice - Understand the legal considerations when asking interview questions - Understand the importance of listening skills and note taking. - Make fair and objective selection decisions that are defensible. - Provide constructive feedback to candidates
This training will focus on the importance of the early integration of the colleague into the organisation and managing performance at the critical early stage of the employment relationship. The training will also improve understanding of how to effectively utilise the probationary period and improving managers’ confidence in dealing with underperformance at an early stage. The training will also cover skills such as communication, giving feedback, setting objectives and making the best use of the appraisal review meeting. The training is delivered over 2 x half day sessions
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
- Recognize the expectations of the new colleague and the organisation as well as the relative responsibilities of both - Gain an overview of the legal framework surrounding inductions - Design an effective induction for the colleague - Develop coaching and feedback skills in the induction process - Plan any follow up from the induction - Manage the performance management cycle in dealing with continuing poor performance informal action, relationship with the formal disciplinary process and outcomes - Identify that appraisal reviews are an integral part of an overall process - An appreciation of the skills of questioning, listening and giving constructive feedback
Incredible journeys start here.
38
39
Notes
39
Notes
NOTES
JOHN CLARK DEVELOPMENT CENTRE
Training & Development Prospectus 2015
Incredible journeys start here.
40