The Professional Business Advisor (PBA) is a specialist training programme designed to build the competencies (knowledge, skills, attitude & behaviour) of the client engaging staff of Business Development Agencies. Equally, it is appropriate for any personnel working in the field of Advising, Facilitating or Mentoring SME Managers to optimise the performance of their businesses.

Following a rigorous peer review in 2015, PBA was classified by the EU’s Training Foundation (ETF) as an “International Best Practice Programme”. Delivered by experienced and well qualified trainers in the specialist field of SME Development, PBA has been enjoyed by participants in several Countries.

This programme is suitable for any personnel working in the field of Advising, Facilitating or Mentoring SME Managers to optimise the performance of their businesses.

On completion of the training participants will have:

1. A good understanding of the SME sector and SME Management behaviours and needs.
2. An excellent understanding of the holistic business model as a framework for business performance, analysis and planning.
3. Significantly improved ability to identify ”value added” opportunities for your clients.
4. Confidence to engage in business discussion with clients about performance and development.
5. A good understanding of the key disciplines of business.
6. A good understanding of the process of SME growth and development of the process of facilitating SME Management thinking and decision making.
7. Completed a work-book assignment/Client Case Study to the standard required to be awarded the “Advanced Certificate in Client Business Development”.

The Programme will be delivered using a mix of methods which have been tried and tested by the delivery team over the past ten years. These include:

1. Delivery via Zoom or another suitable platform. Optimum Results Ltd has developed the capability to deliver highly effective training interventions and have been able to use the full functionality of Zoom/ Microsoft Teams to enhance the experience for Participants. Confidentiality can be maintained using individual Breakout Rooms where Participants can talk on a one-to-one basis with the Trainer as required.
2. On-site Delivery at your business premises or at our state-of-the-art training rooms

7 full day workshops will be completed over a period of time to suit your schedule.

This programme consists of the below modules:

Module 1 – The SME World/The role of the Advisor
– The World of the Entrepreneur

– SME Owner Managers

– Developing Open Relationships

– Ownership and Bonding Management

– Tips, Tools, Templates and Records

– Managing Client Engagement

Module 2 – Strategic Planning/Leadership/Business Planning (Role Play 1)
– Strategic Planning for SME’s

– Cascading the Plan to Operational Level

– Business Plans that Work Leading

– Managing the Implementation Process

– Role Play

Module 3 – Business Analysis & Governance
– Analysing the Business

– Analysis Models

– Holistic Business Model

– Case Study

Module 4 – Business Finance

– Understanding the Financial Cycle

– Reading Financial Reports

– Costing and Pricing

– Analysing Accounts Exercise

Module 5 – HR & People

– Legal Implications of Employing People

– Managing People in SME Environment

– Monitoring Performance

– Performance Management

Module 6 – Communication & Marketing

– Optimising Business Performance

– Marketing Planning for SME’s

– Developing Value Propositions

– eMarketing and Selling

– Evaluating Impact of Marketing Investment

Module 7 – Operations, Quality Supply Chain/Innovation

– Process Planning

– Sourcing and Managing Supply Chain

– Quality Systems and Processes

– Introducing Innovation

– Efficiency Monitoring and Planning

Workshop 8 – Personal Development

– (Role Play 2)

– Personal Action Plans

– Converting Learning Into Action

– Time and Resource Management

– Role Play 2

– Evaluation

Our Ergonomics assessments are delivered by our experienced Health and Safety Trainers to your staff online whether remote or in their home office. These assessments go through a series of checklists with your staff members to evaluate their current set-up and identify any issues that need to be addressed. A final report on all assessments is then delivered to your business at the end of the evaluation process.

All desk-based employees in your organisation should have their work set-up evaluated.

At the end of the programme, you will be provided with an in-depth report as to how effective and compliant your employees work station area is.

The assessments are conducted online at a scheduled time convenient to your employees work schedule.

Each assessment lasts only 30 minutes approximately.

These assessments cover a wide range of areas including:

• Monitor or VDU/DSE
• Work chair
• Work surface or desk
• Keyboard
• Actual work setting (noise, heat and humidity, space requirements, lighting and radiation)
• Employee’s computer interface (the software should be suitable and easy to use)

Having good customer service skills really sets your company above the competition.  At Optimum Results we understand that the most suitable training programme for you is dependant on many factors such as organisation set up, hierachy, type of customers, current staff skillset etc.

Because of this, we now provide a range of options when it comes to upskilling on customer service. These include the following:

1. Short eLearning modules to act as a refresher and compliance check for your staff members.
2. 3 hour intensive workshops to really get to know your customer and help your staff members deal with them accordingly.
3. 2 day intensive training programmes to equip your managers/supervisors with the necessary skills to empart their knowledge to frontline staff members.

Not only do we offer the above, but we also provide a design service, where we build the programme to suit your specific customer and staff members.

Our programmes are adapted to suit all levels of employees. From frontline staff members, to Supervisors, Managers, and Directors.  The training is tailored for all levels and all industries.

On completion of the training participants will:

• Have a good understanding of the needs and priorities of your typical customers and customer segments.
• Have a better understanding of the current customers’ experience and perceptions …and how to improve it.
• Understanding of the power and the impact of effective communication & listening skills combined with correct attitude & behaviour.
• Improve profitability through Cross Selling and Up Selling.
• Develop a Personal and Team Action plan to continue improvement programme following the training programme (Staff, Supervisors & Line Managers).

Our delivery method varies depending on who the participants are. However this programme can be delivered face-to-face, online, or through a blended format.

Course Duration is dependant on the participants, and exact requirements of the business, however this ranges from a short 45 minute eLearning module to a 2 day intensive programme.

Course content is bespoke to Participants requirements but can include:

• Overview and objectives of the programme
• Facilitated exploration of personal customer service experiences
• Exploration of current work practices & challenges (including the main findings of the mystery-shop reports)
• Who are our customers, what are their needs and what do we sell?
• The core skills of Superior Customer Care
• Essential elements of Communication
• Asking Good Questions and LISTENING
• Workbook and ACTIONS plan
• Facilitating customer thinking & decision making
• Brief client engagements / Rapport & Relationships
• Cross Selling and Up Selling
• Manging Difficult Customers & Complaints
• Personal Attitude, Thinking & Disposition
• Personal and group ACTIONS PLAN
• Part 3: Follow up & Review session
• Summary / Workshop Evaluation / Close