Experienced Trade Union Negotiation Skills Trainer

We are delighted to see more of our clients requesting in-company training programmes to help their managers to be more confident and skilled when it comes to negotiating with Trade Unions.

Our lead trainer’s first experience of trade union negotiations was in the mid 1980s when he was elected as a Shop Steward for the public sector union NUPE and underwent the comprehensive range of training programmes available at the time.  Within five years he was elected as a Branch Secretary and held the office for a further four years before developing his management career and taking up a senior HR position.

Since the early 1990s he has either served as a management member, or undertaken the role of management side secretary in a number of joint negotiating and consultative bodies. During the mid 1990s the main thrust of his negotiating experience was around developing and implementing local pay and conditions of service in some highly confrontational circumstances with traditionally placed trade union representatives.

In the late 1990s his passion for personal and professional development, coupled with his graduation from the CIPD training programme equipped him with the skills and knowledge to start designing and delivering workshop sessions on managing negotiations and influencing trade unions. This was successfully launched in a major public sector organisation in Birmingham.

From the turn of the century and in increasingly senior positions, he has managed the employee engagement business of a number of organisations and been responsible at board level for the establishment and maintenance of harmonious industrial relations environments. This included not only managing local and regional approaches to negotiating pay and conditions of services and employment policies and procedures, but also agreeing approaches to Employment Tribunal responses with full time officers.

Between 2006 and 2008 he chaired a joint regional HR and union forum in the North East for establishing common approaches to areas not covered in the newly implemented national terms and conditions of service, as well as chairing the NHS National Diversity Forum, which comprised national officers of the major trade unions as well as senior lobbyists from a wide range of other stakeholder groups to the diversity agenda.

In 2008 he was elected to the NHS National Social Partnership Forum, the tri-partite body responsible for negotiating Department of Health policy into practice. Since 2008 he has worked across industry sectors providing coaching to senior managers on managing the employee relations environment and in particular, facilitating work streams taking the concept of partnership working into reality. Most recently, he has been integral in developing a staff partnership forum, involving senior managers, staff representatives and full time officers from ten organisations in Greater Manchester.

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Do I need a first-aider in my small business?

Health and safety legislation applies to all businesses, regardless of the size of the firm or the hazards exposed to employees and every owner has a personal responsibility to protect the welfare of their staff, says Mike Smith, Ripley Training Ltd.

Before deciding how many first-aiders your business requires you will need to carry out a thorough risk assessment of your work premises. This risk assessment can be carried out by an experienced health and safety management expert from Ripley Training Ltd if you’re unfamiliar with health and safety regulations or require an expert’s view of the potential dangers posed.

Your business will need to take an overall view of the risk factors such as how many physical hazards are present such as chemicals or machinery, the number or experience of employees, the location of the premises in relation to emergency services and the premises’ previous track record in maintaining the safety of its staff before implementing first-aid provision across your site(s).

In some cases your work environment might be considered low risk such as a shop or office, you may only require minimal first aid arrangements, which means appointing a single individual with responsibility for first aid.   We recommend that this appointed person undertakes the one day Emergency First Aid at Work Training Course to enable them to preserve life until the emergency services arrive.   We often forget about the visitors or clients visiting our sites and we feel it is better to know what actions to take in cases of emergency.  This “appointed person” will have a supervisory role and will take charge of an incident in which someone falls ill or is injured, carrying out duties such as calling an ambulance and where appropriate taking action to preserve life.  

All businesses need to store a complete first-aid box on site which is easily accessible to staff and your employees need to be informed about first aid arrangements. 

If your organisation is larger and the risks considered higher, you must ensure you have more suitably qualified first aiders who can be called upon in an accident. These must have been formally trained in first aid and have received certification.  Depending on the level of risk and number of staff you might be considering someone attending the three-day First Aid at Work Training Course.

Mike Smith, Managing Director at Ripley Training Ltd, said: “Simple safety procedures can be introduced in any small business with little, if any cost, and there is really no excuse for business owners to ignore legislation and apply best practice in the workplace.

“In today’s litigious society, it makes business financial sense to develop robust safety systems that reduce the risk of accidents to protect staff and also cover you and the business in the event of a claim.”

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Trainer preparation and the needs of your clients

The highest levels of importance must be placed on understanding  the needs of your clients.  This can be done through:

  1. Pre-course / session questionnaires
  2. Assessment questionnaires and centres
  3. Pre-course work
  4. Meeting(s) with clients
  5. Meetings with those attending
  6. Time in the business to understand the culture and the people
  7. Detailed telephone discussions
  8. Ice Breaker discussions on the day
  9. Adapting the training throughout the session to flow with the audience

These interventions can all help the trainer to gain a greater appreciation of the clients expectations and skills of those attending to ensure the training is pitched at the right level and is fit for purpose.

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Effective Negotiation Skills with Trade Unions

These are sample of the questions you might wish to consider in the planning stages before negotiating with a Trade Union:

  1. What training have line managers received so far in negotiation skills?
  2. What is the composition of the management team for negotiating purposes?
  3. What is the composition of the union team – does it include full time officers and if so at what level?
  4. How are union representatives selected/elected?
  5. What level of experience does the staff side have?
  6. What is the strength of the union rep’s mandate – are they truly representative?
  7. What is the strength of influence of the unions over their members?
  8. What is the subject of negotiation and is this outside of the remit of the routine consultative framework? e.g. Pay and conditions of service, Rotas/working patterns, Cost efficiencies, Staffing levels, etc
  9. What is the flavour of the employee relations environment? e.g. Harmonious, Adversarial, Partnership or Propose – oppose
  10. What are the time scales?
  11. How amenable is the management to compromise?
  12. Is there a firmly established fallback position?

More details of our in-company Effective Negotiation Skills with Trade Unions Training Course

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10 Tips on Receiving Feedback

1. Welcome feedback from others
2. Apply Active Listening Skills when receiving feedback
3. Do ask open questions to understand more about what has happened and the implications for you and others
4. Respect and acknowledge the other persons opinion – this doesn’t mean agreeing with them
5. Consider the value of what has been said and consider carefully how to respond – avoid any instant reactions
6. Check back your understanding not leaving out the content you don’t like to hear or you haven’t taken seriously
7. Gain clarification of any areas you don’t understand by asking more questions and checking back your understanding
8. Encourage suggestions on how to move forward and ask questions like – What if I did this work this way?
9. Say Thank you for the suggestion / feedback and consider carefully what has been said and take the most appropriate action
10. Review and check back with the other person at a later date to see if your actions have improved the situation or whether you need to make more changes to remedy the situation

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10 tips on Giving Feedback

1. Allow time to consider how you plan to give the feedback and how they will react
2. Ensure you have all the facts
3. Clearly state the purpose behind the discussion
4. In cases of poor performance ensure you are specific and use `I’ statements to own the feedback rather than `We’
5. Encourage the person to respond to your concerns and explore why it is happened so they can learn from the mistake or in some cases you might not be aware of specifics causing the poor performance
6. Throughout the meeting ensure you apply Active Listening Skills and Open questions
7. Encourage the person to identify options to resolve the problem and therefore encourage ownership and reflective practice – moving away from the blame culture
8. Minimise the about of negative language you use in the meeting to ensure the person leaves the meeting encouraged rather than destroyed
9. Add momentum and importance to agreeing SMART actions to improve performance
10. Ensure a review meeting date is set at the end of the discussion to recognise improvements or in some cases to take more action to address continued poor performance

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6 Steps to being an Effective Listener

One of the key skills of an effective communicator is to be a good listener. You can learn to be a good listener with a little practice and attention to the following practical tips:

1. Listen with purpose. Ask yourself what it is you want to find out and what it is you expect or want to hear. What might the speaker say that will affect your preconceived ideas or plans?

2. Listen for meaning. There are several levels on which people communicate. There are the words themselves and the implications behind the words—nuance and tone of voice. There are also nonverbal cues – posture, facial expression, gestures, and so forth. It is important to listen with your eyes as well as your ears, to listen for what is not said but felt.

3. Eliminate distractions. Whenever possible you should give your undivided attention to the speaker. You want the speaker to have the opportunity to express him or herself without distractions.

4. Don’t jump in. Try not to reply too quickly. Instead, briefly restate what you heard to make sure you understood it. Then, formulate your reply and respond. Even though you think quickly and may already have a response in mind, it pays to listen until the other person has finished so that you don’t miss anything.

5. Don’t listen with pre-conceived ideas. It is very easy to have a stereotypical perception of someone, especially if you do not work with them regularly, the good communicator always let the fact speak first and the opinions later.

6. Be an active listener. Involve yourself in the listening process. Be aware of your own listening barriers and guard against them. Take the time to become aware of your thoughts and reactions.

Did you know? People speak @ 100 to 175 words per minute but can listen intelligently @ 300 words per minute. No excuse there then for not being a good listener!

More information on our Communicating with Confidence and Personal Impact Courses

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5 Steps to better Time Management

Invest just ten minutes of your time to ask yourself FIVE simple but effective questions:

1. STOP – What can I stop doing at work or home that will not have a negative impact on you or others?

2. CUT BACK – Is there anything you can cut back on without having a negative impact on you or others?

3. RETAIN – What do I really need to continue doing to help me, my business and others?

4. INCREASE – What activity do I need to increase in the coming days, weeks and months?

5. COMMENCE – What haven’t I started yet and need to take forward? What will have a positive impact on me, my business and others?

By taking these simple steps and commiting yourself to making these changes SMART (Specific, Measurable, Achievable, Realistic and Timebound) you will make a difference to how you use your time more effectively, have a positive effect on your performance and those around you at work and at home.

Best of Luck!

More information on our Time Management Course

If you need help in reviewing how you or the members of your team become better at how they manage time then contact us on 01423 861122 or email us at info@ripleytraining.co.uk

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10 Steps to Complaint Handling

1. If possible take them to one side to discuss their concerns – away from other customers. This shows not only professionalism but also sensitivity to the customers needs.
2. Use Active Listening Skills - Don’t interrupt or argue with the customer. Let them express their frustrations / let off steam – however you are not there to be verbally or physical abused by the customer and you must challenge this poor behaviour towards you or others. Do ask questions and clarify to ensure you get to the real issue.
3. Acknowledge & Value their opinion and do show Empathy. - this doesn’t mean agreeing with what they are saying.
4. Use the Sad and Glad approach – I am sorry to hear …. and I am glad that you have brought this to our attention.
5. Ask the Customer what they want to see happen or how they would like to proceed with the matter.
6. Advise the customer what you can do and what you can’t do at this stage in the proceedings. Provide a point of contact ideally yourself and agree a realistic timeframe for an update to them. Don’t set yourself up to fail. Part of this process is recognising if you are the best person to deal with this situation i.e. do you have the right skills, knowledge and experience.
7. Report the matter to your manager if appropriate – know your local procedures.
8. Present Option(s) or remedies to the customer and agree actions you will take and make sure you do what you have said.
9. Ensure you follow up with resolution to the customers satisfaction.
10. Record the complaint details and action taken. Ensure you share the experience with your team so everyone can learn and if appropriate review local policies and procedures for next time. This helps everyone in the team to recognise the benefits of seeking to continuous improvement in the service provided to your customers.

Staff need to be encouraged and empowered to apply Best Practice by being pro-active and taking pre-emptive action (or report to a manager depending on the issue) to address sub-standard service. By nipping issues in the bud early there is higher possibility you will reduce complaints, improve customer satisfaction, improve sales and increase staff motivation. Part of your plan needs to be assessing the skills, knowledge and experience of your staff in providing excellent customer service and managing complaints effectively. In addition all businesses need to have simple and accessible procedures to encourage staff to respond promptly and sensitively to the concerns of customers.

We also need to ensure that our customers are dealt with impartially and without unlawful discrimination and prejudice.

If you would like to know more about our customer service training simply click here.

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Top 20 Tips to Market more effectively and increase Sales

1. Have a Plan!
2. Speak / meet with your existing clients on a periodical basis to see if you can offer help and making them aware of your wider products / services.
3. Ask for referrals and testimonials from your existing clients – follow up referrals and ensure your testimonals are used to promote your business.
4. Pro-actively market to your target clients rather than wait for them to come to you and using a scatter gun approach to marketing.
5. Set yourself goals for Sales and Lead Generation (keeping them SMART)
6. Ensure you Marketing is measured for Return on Investment on a monthly basis and re-align where required.
7. Build your network of business contacts to enable you to gain new business from businesses who supply to the same target client e.g. Printers working with Website Designers and do the same for your business contacts.
8. Spread goods news through your website, newsletters, social media, PR/Media and other forms communication – good news sells!
9. Monitor and evaluate the effectiveness of your website on a monthly basis and use experts to help you drive traffic to your website.
10. Keep an eye on your competition and consider if there are opporuntities to work together.
11. Actively listen to your clients to ensuring your offerings are re-aligned to meet their needs and expectations.
12. Do profile your clients and undertake Market Research for new products and services to increase your chances of success.
13. Do try other forms of marketing where appropriate – get the promotional mix right for your business otherwise you will find the same approach gets you the same results.
14. Be aware of your limitations i.e. budget, time and manpower.
15. Consider free events and product launches to help generate new leads and encourage strong customer loyality.
16. Identify your Unique Selling Point(s) to help you convince new clients to buy from you.
17. Maintain strong and clear branding on your website and stationery.
18. Ensure you and your people are trained to work at their optimum performance.
19. Improve your customer service experience to ensure you retain your clients rather than drive them away.
20. Lead and motivate your team to add momentum to achieve Sales Targets throughout the year.

To view our forthcoming courses click here.

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