Communication (Delivering the Mission)

This course is designed for organisations which are patient/ customer / community focussed, needing to reflect its ethos (mission) in all areas of service delivery, customer service and public engagement.  This course is suitable for staff, managers, trustees and volunteers.

Course Aims

  • Define what communication is
  • Determine the importance of good communication for you and your organisation
  • Recognise the potential impact of bad communication 

Course Objectives

  • Establish how you and your organisation communicates (many different forms) 
  • Identify who your customers are
  • Experience a team working exercise
  • Consider how you may make a positive or negative impression 

Course Programme

  • Introductions and housekeeping
  • Course environment code
  • What is communication? (Customer Service)
            How we communicate
            Terminology (inclusive language)
  • Mission & Values 
  • Who are your customers?
  • Staff & Volunteer Roles
  • Team working
  • Personal Impact (positive pulling together)
  • Positive / Negative Impact

Course Duration
Up to 6.25 hours (i.e. 10am to 4:15 pm)
Including breaks and 40 minutes for lunch

This course is suitable for

  • In-house 'face to face' training
  • On-line training 'Live' (using Zoom)
  • Webinar sessions

Webinar (on-line seminar)

Taking the main topics from our training day, allowing participants to focus on a specific area only.  Each session is delivered ‘live’ on-line using Zoom for approx 60 - 80 minutes (topic plus Q&A), dependent on participant interaction.  

Webinar  Topic

Developing a 'Volunteering Culture'

Participants will explore the significance of establishing a ‘Volunteering Culture’ within their organisation (a person-centred approach) from the point of initial volunteer interest, to recruitment and ongoing management 

Legal status of volunteers

This Webinar identifies how volunteers fit into a charitable organisation from a legal perspective, what ‘Rights’ they have and how the Charity can reduce their potential risks of legal action by a volunteer

Managing common volunteer issues

This Webinar will initially discuss elements of good practice before identifying various common management issues (scenarios).  Participants are welcome raise issues of their own to find a management solution

Personal 4a
Personal 4b

Course Fees

Type of organisation
half day
full day
charitable/not for profit
other organisations
Training costs include:  
Course delivery, training materials, handouts, evaluations and certificates up to 14 participants
Webinar costs include:  Attendance of the Webinar session only  
Travel & Overnight costs
Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel.  Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
Very worthwhile and enriching course.  I'll definitely use the content to change certain elements of the way we work and to reinforce some of my future plans
            - Charity Manager
Came away from the training with such a positive experience.  I just hope I can implement what I have learnt into our organisation 
           - Charity Manager
 Fantastic.  Really enjoyed the course and would like to work with you regarding our manager's training

- Head of Retail 

Our trainers come from a variety of backgrounds, therefore we can facilitate courses beyond our current prospectus.

For all enquiries, do please call us on:  01483 564099 or 07866 284781

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