Welcome to Enthuse Training Ltd

Over the years, we have identified a number of key training principles which we thoroughly believe in, and as a result, we share them with our delegates on almost every course we deliver, to help us get the training message across and embed the learning in the delegates' minds.

Here are our favourites:

• Behaviour breeds behaviour! If you wish to positively influence the behaviour of those around you, either when delivering a presentation to an audience, or simply when having a conversation with someone, then take a look in the mirror first and consider your own behaviour. If you are positive and upbeat, it is easy for others to be the same. As trainers, if we can get excited about the training topic, then so can the delegates.
• Stretch but don't stress! When delegating to your staff, give them tasks which challenge them and make them think, but without inducing a nervous breakdown! Not too easy, but not impossible either!
• Win the argument, lose the customer! One for the customer service people - when dealing with demanding or arrogant customers, it is certainly very tempting and human to want to tell them what you think of them, or point out that they are in fact in the wrong, or just scream back at them and slam down the phone! However, the moment of triumph and euphoria you feel will rapidly dissipate, leaving you embarrassed and regretting your actions. And what will your boss say? The customer will most probably never use your company's goods and services again, and what will he or she tell others about the customer service provided by your organisation? You must remain calm, professional and assertive at all times. Listen to the customer, ask questions to understand their needs, empathise, apologise sincerely where justified, negotiate where possible and do your best to help the customer.
• Eyes on, hands off! Once you have given someone a goal or objective to achieve, let them have a go! Monitor and observe their performance (this will provide you with feedback material) and only intervene (hands on!) when absolutely necessary to avoid a disaster.
• Just give me the facts! When providing feedback, you must avoid sounding judgmental or opinionated. It is essential to provide specific factual examples of the staff member's work behaviour, otherwise they may perceive the feedback as a personal attack, rather than work-based comments, and become emotional. Remember: it's what they've done or said, not what you think of them because of what they did or said. If you do find yourself judging someone, look behind the judgment at the behaviour that generated it. Compare 'your spelling is rubbish' (judgment) with 'you have made several spelling mistakes' (fact).
• Be the duck! Presenting in front of an audience can be a nerve-wracking experience (in fact it is supposed to be, it is meant to help the presenter!). But imagine a duck, swimming on a lake or pond - how would you describe it? Calm, elegant, serene, graceful, unhurried? Now look under the water - the duck is paddling away like crazy, but you can't see that! We can equate this to the human condition when public speaking; externally we seem fine, whereas internally we have a major attack of the butterflies, or we feel like a washing machine on final spin! With practice, the nervous energy we feel can be harnessed as an ally, not an enemy. But it affects us all! As Mark Twain once said: 'There are 2 kinds of public speakers - those that are nervous, and those that are liars'.
• Success comes in cans! Having a bad day? Can you feel your 'can do' attitude wavering, faltering? Never forget that no matter what problem/situation/task you face, you can choose the attitude you bring to it. Focus on the positives; it's happened before and we fixed it then! It wasn't easy, but nobody died and they let us go home at the end of the day. And we all came back again for more! As far as I'm aware, a relentless whingefest has never resulted in a problem being solved, but it has delayed the solution! The sooner we get on with it, the sooner it will be fixed.

These are just a few of the key principles and positive messages we use during our training courses to reinforce the learning. We hope you enjoyed them.