Training & Development

Staff development is key to the success of any organisation; it is a valuable investment that needs to be planned, implemented, validated and reviewed with care. There are a variety of ways to learn and develop but the principle aim of any training and development event is an improvement in performance.  

A key part of the learning experiences we deliver is for staff to enjoy the event. Research shows that learning without fun is a chore to be endured and is less successful.  Therefore our courses are interactive and the trainer encourages everyone to participate and be involved.  The trainer's aim is to facilitate, rather than lecture; we believe this is the most successful way to develop business skills and knowledge.

We can support you with trainers experienced in delivering any of our courses or your own courses should you require ad hoc cover. If you would like to discuss any aspects of training and development, whether it is technical, skills, management or field staff training, please call us on 020 3879 1754 or email us at


Free Training Material

Both the 5 unit Introduction to Leadership Programme and Telephone Training material on this page are available (free of charge) for you to download and amend should you need to do so in order to meet your organisational requirements.  We are providing the material as we have a passion for staff development and a willingness to share ideas.  All course material is provided in PDF format.

Legal Stuff - should you use the content provided, you agree to absolve Redcliffe of all liability.

Whilst we are happy to provide you with the programme material, we know that professional trainers have their own presentation style, so please feel to adapt it to meet your needs.

Leadership Programme

Our Introduction to Leadership has been developed to assist new leaders and those leaders requiring skill refreshment. The 5 unit programme covers the essential elements that leaders need to be grounded in to ensure that they can maximise their team potential and deliver a real impact to their organisation.

Unit 1 - Developing Team Leaders

This unit covers:

  • The essential elements of leadership.

  • The differences between management and leadership.

  • A leaders traits and responsibilities.

  • The need to develop and empower staff within the team.

  • The staff assessment and feedback process.

  • A leader's role as an 'Agent of Change'.

  • A leader's need to be aware of their own self-development requirements. 

Unit 2 - Staff Appraisals "How to get them right"

This unit builds on the staff assessment and feedback process covered in Unit 1.  The unit covers:

  • The difference between performance management and a performance review.

  • The appraisal process, its purpose and the benefits to leaders and their staff.

  • The Do's and Don'ts of appraisals.

  • The timing of appraisals.

  • How appraisals form part of team leadership.

Unit 3 - 1 to 1 Meetings "How to get them right"

This unit builds on Unit 2 and how 1 to 1 meetings are an essential element of the staff assessment and feedback process. The unit covers:

  • The difference between a 1 to 1 Meeting and a performance review / appraisal.

  • The 1 to 1 meeting process, its purpose and the benefits to leaders and their staff.

  • Common topics to help leaders run 1 to 1 meetings.

  • Meeting structure.

  • The importance of 1 to 1 Meetings for feedback to the leader.

Unit 4 - Kick Starting Change

This unit builds on the leader's role as an 'Agent of Change' covered in Unit 1.  The unit covers:

  • An introduction to change and how it impacts both the leader and the organisation.

  • The leader's role in delivering change.

  • The importance of idea flow.

  • Managing by Objective (MBO).

  • The outline of a change model.

  • How a leader creates a need for change.

  • The key to change.

  • Dealing with resistance to change.

  • Developing a motivating vision.

  • Gaining staff commitment to change.

  • Change implementation.

Unit 5 - Goal Setting

This unit covers goal setting and is the last part of the Introduction to Leadership Programme.  Leaders that have gone through Units 1 to 4 should now understand their leadership responsibilities to both the organisation and their team and the need to drive positive change into the organisation.  Leaders now need to determine how and what positive change they can implement for:


  • The organisation and their clients / customers.

  • The team.

  • The leader themselves.

Telephone Training

This unit covers:

  • The importance of having a good structured telephone manner.

  • How the client judges telephone calls.

  • Active listening.

  • The essential components of delivering excellent client service via the telephone.

  • The different subtleties of tone and the importance of communicating the correct tone.

  • The importance of good posture to the call process.

  • The importance of empathy and how it can affect the call - both positively and negatively.

Unit 1

Unit 4

Unit 2

Unit 3

Unit 5

Telephone Training

Please contact us if you think we may be able to help you with any training and development activity.  We are more than happy to discuss any business matter without any obligation.