5 things you’re getting wrong in customer service
02 March, 2021Keeping your customers or clients happy is vital to your business success. Are you getting customer service right?...
Whether you’re an experienced executive or aspiring leader, you’ll find ICML training and development programs inspiring and fascinating. We create and facilitate tailored learning experiences that make you better at your job. After our programs you will enjoy your work and personal life more. You’ll be happier and more productive. We don’t do quick fixes. We build lasting and enduring skills and productivity improvements through powerful, tailored learning solutions. Ask us how.
Delivered in-house at your premises or in an online virtual classroom
We deliver our training programs either through:
- Face-to-face workshops at your offices – in line with restrictions on people gatherings in your state.
- Impactful live online workshops.
All our facilitators are certified in COVID-19 Infection Prevention and Control Training by the Australian Department of Health. Therefore, you can rest assured we will deliver safe face-to-face workshops in collaboration with you.
Thank you for a great day. It was very interesting and informative. I benefited from the new info and tools very much. Gained understanding and tools to manage projects as well as increase productivity in general. It was easy to follow and understand content. The day was interactive and the material very interesting.
Thank you Justine, your interactive training, whereby you included each participant by sharing out tasks and used each person’s names in examples, was engaging and effective. Your availability in the breakout rooms offered our room support when we had hit a road block, and it was much appreciated. The format of the workshop was facilitated by Justine who used face to face training techniques so it was effective and retained personal impact.
A lot of the information was not new to me, however it was presented in a way that refreshed previous knowledge and prompted fresh introspective. I think the live online format works well, people are more comfortable to contribute online.
Lynne is wonderful. Very knowledgeable and easy to listen to. Lynne has a high level of knowledge and is a clear communicator. Fun!
Very informative session that will definitely support me in giving more engaging presentations. Mark has lots of knowledge, tips and energy.
Great workshop; well-paced with clear and concise information. Lynne’s engaging personality meant that the workshop was lively and interactive. The workshop provides practical skills that will improve my presentation skills and confidence.
Loved the way the training was structured. Felt half day was too short for this training and could have more interactive sessions. Justine did an excellent job.
Lynne is really experienced, charming and has a great knowledge. Super recommended, fun to do!! Great learning.
I found this course very interactive and therefore extremely interesting. One of the best things was that Suzanne did not use PPT. or any high tech material. She presented real life examples that I can relate to. I will recommend this course to my friends and fellow colleagues.
I have attended a few weekend workshops on Negotiation, behaviour and influence/coaching, but David’s industry experience really helped me visualise new techniques easily.
Jill was a fantastic facilitator and explained all facets in great detail. Program had some great videos and reference material.
I found Renee to be a natural charismatic facilitator with a passion for what she teaches.
Excellent communicator. Renee’s style of delivery is what made the course interesting.
Maggie is fabulous! One of the best facilitators I have seen. Engaging, thoughtful and approachable with a strong knowledge of the subject matter.
Well delivered course with real life examples that can be used as I address change in my organisation. Suzanne has an engaging personality that kept the course interesting and fun.
Suzanne was great. Highly recommended, especially in a small group, to help grow and feed confidence.
Paul was fantastic. Paul chose key subjects to discuss and then delved deeper. Great information and facilitator. The program was very engaging and interactive.
My knowledge was sound but practical experience/techniques needed. Paddy presented, created rapport and made the whole thing much more ‘connectable’. I found the course very beneficial. This is one of the best PDs I have attended.
Paul kept the class engaged and interested in the discussion with great energy. Gave me skills that I can implement in my workplace and day to day activities.
Simon did a brilliant job, I was expecting that online delivery wouldn’t work for this and although being in the same room would have been better I still think he did very well indeed.
Mechelle was engaging and had sound knowledge of the subject. I plan to use the tools to provide a positive and energised culture to my team.
Ralph was a fantastic facilitator. Thank you!! Excellent program. Ralph was able to tie people’s comments back to relevant content. He provokes a lot of insightful discussion.
Craig is a fantastic facilitator. He is very knowledgeable, a great presenter/speaker, he is warm and very positive. Clearly a subject matter expert. Great experience, and great to meet him. Thanks Craig!
Highly recommended.
Renee is an extremely good training facilitator, very skilled coach. Fantastic! So much information to take away. Very well covered in one day.
I thought this was a great session - Zoom worked well and it was similar to a classroom environment. Justine was a great facilitator with good real life examples.
A fantastic informative program designed to understand the key aspects of the sales path. Full recommend to new and experienced sales staff. Lots of tips and new techniques for sales conversion.
Great hands on knowledge which Robin used as examples for explanations. His knowledge came from experience, not a text book. It was great that the program was not set in concrete and could be structured around the participant’s needs.
I feel ten-fold more confident after completing today’s workshop. Thank you Peter!
The course was relevant, practical, interesting and fun. It is not just textbook learning but understanding how to incorporate the models and information into everyday practice.
I personally found the workshop very interesting and through it I gained insight to my own feelings and behaviours and also those of my colleagues. I feel like I now have a better understanding of myself and my team mates and think this will be very beneficial in building a close, strong knit team. I enjoyed the work shop and thought the virtual format was good.
Maggie was fantastic! Really informative, knowledgeable and provided a very supportive environment. An open environment to speak freely with colleagues. Some really great insights into communication styles and tactics.
Lynne is a great presenter and very engaging with everyone. Lots of tips Lynne showed us when writing emails I would have never picked up prior to the session.
ICML provided us with fantastic and responsive information. The course gave me the ability to recognise what my emotions are telling me. Rose was terrific. She was knowledgeable and very interactive. She made the session fun and applied examples to real life situations.
I would (and intend to) recommend this course. I feel better prepared in managing my team and am looking forward to making use of the skills and techniques I am now aware of.
Great facilitator – really honest and vibrant and worked the room really well so everyone participated and got involved.
Naomi was knowledgeable with real hands-on experience. She is engaging and makes sense. A great opportunity to reflect on current skills, share the best practice and plan to move forward. Heritage Bank – Deb Parker
I thoroughly enjoyed the course and would recommend it to others, Very enjoyable.
I was engaged the whole course. I feel like I can go away and use this not only at work but in day to day life. I really enjoyed the practical side. Renee was down to earth and understanding and made us feel very comfortable.
Justine provided excellent explanations and examples to help me understand better, especially with my limited experience of facilitation. I liked that Justine paused sometimes and asked if we observed how she was using the techniques in this facilitation. These examples were the best way to understand and memorise theory part better. Thank you Justine! It was an amazing facilitation and I learned a lot from it.
Many thanks to Peter and the crew at ICML for a great course on Time Management. Understanding the course was easy through real life examples and strategies that are easy to remember and implement.
A really enjoyable and practical course with a presenter who builds instant rapport. Renee gave us practical and relevant examples that can be applied in my everyday work situation. The models were well explained and easy to use.
Simon was great in motivating us to be more confident when we speak. He was full of great little tips to stop the bad habits some of us had while presenting. There were so many great little presenting tips that I feel will help me out in the future and be more confident while presenting.
I found the Time Management course with ICML extremely useful with many tips that I can use in my role for a long time to come. Peter was very helpful and explained things to us in a simple and easy to understand manner.
Great use of creating structure for training programs. The facilitation was at a fast pace with very concise details. Terrific session that left me feeling confident in my approach to training moving forwards.
Practical advice which will be implemented immediately. Appreciated Lynne’s efforts to answers everyone’s questions and she provided great responses.
Great introduction to facilitation with useful tools and ideas for implementation in the workplace. Justine is professional and personable. I feel like I have some great tools to go away with and make great changes.
Suzanne is an excellent facilitator - engaging, knowledgeable and very responsive to participants. Great stories! Definitely would recommend this course. Suzanne is an excellent facilitator and structures the course to the needs/levels of participants. A very interactive day with material and content designed for practical application.
Lynne knows her stuff and can work a crowd! Lynne has a way of making writing fun and interesting. Great critiques and insight into writing styles.
Justine was great I found her super engaging. She provided really good examples of ways to implement what we are learning in the workshop which I thought was of huge value.
Very practical, good to use real-life examples. Communication is important to your business, that’s why you should take this course.
Cherry was outstanding. Assisted in talking through issues and providing examples of different ways to achieve a result. Cherry was awesome. Have already used some of her examples, and tips already especially with holding difficult conversations. The role plays were also extremely good. The workshop was well run, the information was relevant, and Cherry was awesome. Everything discussed was useful and I will be using everything Cherry took me through.
Justine was engaging and the take-away handouts will be useful. This training was also very informative and eye opening. I have learnt a lot about how to listen and respond to clients.
A great session to quickly upskill key staff. The participants were motivated, as they absorbed the content and were excited to practise their new skills. It was a great refresher on communication and leadership.
Engaging, charismatic and knowledgeable. Enjoyed Peter’s various stories and examples and he was very quick to find ways that he could relate content to our workplace. A well planned day with real solutions that can be practically applied.
Justine is a fun and enthusiastic presenter who kept me engaged and willing to learn. I completed the course with useful information that I will implement today and in the future, both within my work and home life. Online is more challenging to keep participants engaged than face to face, however Justine did an amazing job with this. She is enthusiastic, and provided a balance of interaction (scenarios and 'break out rooms') and written information that kept me engaged.
Working for two managers, time management is very important. I feel I have come away with valuable skills. I liked that there was no PowerPoint presentation. Graham was very engaging and didn’t need a screen. Thank you for today. I appreciate it.
Fabulous, knowledgeable, responsive presenter brought the subject material to life – with clarity. Focus on 'take aways' to work on which I will work on. Thank you so much.
I honestly got a lot out of the training. The training was insightful and informative. Suzanne’s approach was really entertaining. I intend to apply all that was discussed and shared during this workshop but I will try to apply how to deal with different personality types in the workplace.
Maggie is beautiful! So welcoming and really sets a safe and trusting environment to share such personal information. She provided the team with strong actions and goals to work towards into near future and long term.
Jill was knowledgeable, presented well and kept the session flowing and interesting. I would recommend this to others.
Thanks Maggie – super interesting, very relevant, and beautifully explained course!
The most useful and productive training I have ever attended.
Facilitator, program, workshop – all good. I am definitely more confident of the techniques that I have learned here can be applied in my daily tasks.
The workshop was excellent, massive value out of it for everyone involved. Monique and team did an incredible job. Absolutely rapt with her work and will be recommending ICML as our preferred training organisation moving forward, so thank you!
Lynne was knowledgeable and engaging and maintained a good pace for the workshops. The live workshop worked well, the breakout rooms were a good substitute for the usual breaking off into groups during a face-to-face workshop.
Renee was great at adjusting the course content to specific participant needs. She is an energetic presenter who listened to participant’s wishes and attended to them well, despite the diversity of client needs in the room. I came away with useful, practical ideas to put to use. Thank you.
Justine was personable, professional, inclusive and concise. Really enjoyed the session. As a marketing professional you think you know everything about communication but it was great to get a refresher. Justine was a confident and caring facilitator who imparted her extensive knowledge in a bite-sized digestible format.
Gill was fabulous and very engaging, definitely recommend staff to undertake this course.
The workshop was very professional with lots of relevant information. Good real life examples. I took a lot out of it. Most useful was how to manage changes and sell benefits of change.
Really enjoyed this course, found it to be very timely now that I am stepping into a role as a leader, I appreciate the company investing in my development. The course was a lot of fun. Maggie was warm and genuine in her delivery style. The course helped me to identify ways to deal with current situations with the team and has given me confidence to deliver. Would recommend to colleagues in the business as I thing it is always good to have a refresher.
Very informative & eye opening. Came away with a lot to work on. Excellent presenter.
A well organised and facilitated course of excellent, contemporary, meaningful content which was well structured and delivered.
I found the facilitator Jacqui very good and she knew a lot about the subject. I will be applying all of the techniques that were shown.
Brenda is very engaging and down to earth with a great appreciation of how people think and react. Good understanding of people “types” and needs and how to bring a team to appreciate its own value. Very practical and appropriate to our business. Very engaging and covered the issues pre-discussed. Brenda had good control of the team dynamic and opened up some communication issues and handling pressure situations.
The content was presented in a way that was appealing to a variety of learning styles. Renee was a great facilitator, very engaging, energetic, referred often to sources and references. Renee read the room really well and delivered the content accordingly – a great mix of presenting styles used (audio, visual, group, self-reflecting).
Suzanne is fantastic – easy going and very knowledgeable. This was a great workshop. It was inspiring, energetic and Suzanne bought lots of ideas with both extensive and in depth knowledge together with case studies. We had a well-balanced group which contributed to interesting and focussed discussion and exchanges.
I think the workshop was great and wouldn't need any improvements. Anita was a great presenter, and facilitated discussion rather than directed it which was great for our group to be able to all bounce ideas of each other. She facilitated healthy and constructive discussion and she was very knowledgable.
Robin is highly approachable and engaging in his presentation style and he presented his information clearly. This was a great opportunity to not only reinforce my existing knowledge but to enhance my skill set to be better equipped to tackle the project management required in my role.
The course was delivered extremely well and the supporting materials were great takeaways. I really enjoyed this course and would recommend it to anyone.
Justine is a fantastic and engaging facilitator! She makes what could have been a “disinteresting” topic very relevant and helpful.
Justine is a dynamic presenter who is very engaging and the session is informative and empowering. Thank you.
I really enjoyed the 90 min sessions - made it easier to focus knowing we only have a short time. I really thought it worked well, I loved the breakout rooms. It made it feel just like a normal in-house session.
Graham was able to bring some good examples and had a very clear way of presenting the content. I feel that the techniques I’ve learnt today can be applied to my work straight away and can help my interaction with stakeholders. I really liked the pace of the course, the amount of content was great for the time frame. Thank you Graham for sharing your knowledge with us.
A fantastic trainer and great session. I can’t wait for Lynne’s next course!
Peter has good knowledge and shared a lot of information. Great information and ideas on how to focus more, multi task and reduce stress.
This is a fantastic course for anyone looking to improve their writing skills. Examples were relatable and highlighted areas for improvement. Lynne is enthusiastic and full of knowledge. A great course – never a dull moment!
The course was very engaging and the outcomes were clear and met. Shaun definitely helped me to reflect on my past experiences and shed light on how I would approach my future encounters for a better outcome! I loved it!
The training has lots of interesting examples. It is easy to absorb the information. The information and notes are great and easy to absorb. I have learned techniques of dealing with difficult customers. It will help me provide better customer service to clients.
Renee is a fantastic speaker and great at conveying her message in an easily understandable way. The course exceeded expectation! Entertaining and super informative.
People skills are very important in my position and this has helped greatly. Very thorough and skillful. Gave great examples that I could relate to. Made sense the way the day was organised. Very beneficial, took a lot out of it. Highly recommended.
I have already filled out the feedback you sent us but I wanted to provide a little more in terms of the impact it has had. The week after the workshop I gave a couple of presentations at the Grad induction. So much of what Simon went through with us was relevant. In particular the way to craft a presentation quickly (the stem plan), his advice on slides and the discussion around impact statements and presence. I tried out all of the above and am pleased to say it worked incredibly well! I’m conscious that positive feedback is not always highlighted and so I wanted to see if you could pass this on to Simon. He definitely had an impact on all of us and we have discussed things we’ve learned since the workshop several times with everyone agreeing it was one of the most impactful and useful workshops we’ve done at Specsavers.
Graham was very engaging, his message was positive and filled you with confidence that you could implement what he taught in your day to day work life. Couldn’t recommend Graham highly enough.
Lynne was very talented at engaging the group and facilitating active learning. I was alert and interested throughout the day.
Very engaging and memorable. After training on the same topic for some time, it is great to have the tools to make it fresh and engaging. Mark established credibility through actions!
Lynne was very structured in her presentation and explained everything very clearly and succinctly. She was also a pleasure to listen to with her explanations on writing styles and the little things that can help with your writing of documents and emails.
Obvious knowledge & passion for the subject lengthy experience in the corporate field adds to credibility.
We had way too much fun! Such a safe environment for a tricky topic.
Very beneficial workshop – has helped me feel more comfortable about giving “feedback”.
Paul was engaging all day and kept everyone captivated and included in the conversation. Paul went into fine detail and referenced everything back to the individual. Great job!!
Suzanne is an expert in the content and ability to deliver. I enjoyed developing greater understanding of my weakness and areas I need to be aware of. Adult, Parent and Child responses – I will be using this in supervision to engage and develop staff.
Great facilitator, very easy to understand and a great person to learn from. These training days have been extremely beneficial and have helped me to grow.
Program was great on all levels. Retained a great amount of info. Graham is one of the best trainers I have encountered. I have had many courses over the years and I will say that Graham has been the best trainer I have seen and been involved in.
Matthew was relatable, engaging and delivered great examples and content while providing skills that can be taken away and used moving forward. This program was engaging, Matthew was fantastic and engaging. Highly recommended.
Mechelle was very engaging and was very skilled in managing a group made up of very different people. I had participant in some leadership training previously. This training allowed me to learn new skills and practice and further developing my existing skills. Mechelle tailored her approach effortlessly to meet the needs of the group.
Unbelievably helpful! I think my usual responses to conflict will be turned on their heads and I feel equipped with more understanding about how to navigate conflict!
Practical information which was easy to relate to. By using personal experiences, I found it easy to communicate with Suzanne.
After course I feel more confident and able to put together an engaging presentation. Paddy is an excellent, engaging, professional teacher – informative, fun, able to comprehensively answer any questions posed.
Graham was fantastic; best facilitator in 10 years of training.
Mechelle was an outstanding facilitator. She adapted the course to fit our needs and we were able to put into practice the things we have learned.
Mechelle was great and kept us engaged over the two days. The course info was relevant and something I could use each day at work. Good to have a booklet to refer to in the future. Really engaging and relevant to me. Included delegation which everyone wanted to improve.
A highly engaging and very practical workshop which provided me (a self-professed, highly organised individual) with new strategies. Thank you! Lynne is very knowledgeable and obviously very skilled at facilitating such sessions. Her warm, friendly and respectful nature kept me engaged.
Mechelle was very engaging and informative. Fantastic course. Highly recommend it, regardless of your role or industry!
Mark was excellent! He spoke well, was engaging, used great examples, applied the theories and I loved the mix of different methods eg. group activities, videos, role plays etc. The workbook and handouts were excellent and useful. Enjoyed learning a theory but also knowing strategies to use when something wasn’t working. Videos and team activities were excellent.
The course content, Renee and the day as a whole was exactly what I wanted & needed. Would definitely recommend it.
Peter kept the content interesting and let the group influence where the day went. Some very practical solutions to some very overwhelming problems.
Excellent. Very credible as Naomi has past experience as a lender/leader/coach. Great rapport building with the class. I loved the content and found the course to be very beneficial to our current roles.
This was the most practical training I have received. This session has taught me things I will take away and utilise for a long time. Mark was extremely engaging.
Paul was well spoken, informative and friendly. Great job, keep it up. Life changing stuff.
The Presenting with Impact Course far exceeded my expectations and I now feel more confident when presenting and have developed many helpful tools to create a punchy presentation.
Maggie was very engaging and aware. She adapted to the teams energy throughout the day. It has given me insights into my own preferences and how they may impact others. I also really enjoy the Lencioni content. An excellent, insightful and inspiring day. Maggie was a great facilitator who kept us all engaged and focused.
Lordien was a fantastic presenter. Her knowledge and the way she engaged with all participants was above and beyond. The two days sales course was beneficial to me as the content was easy to follow, engaging, very in depth. Lordien was understanding and able to share her own experiences. She helped me develop my own sales techniques. I found the in depth content and group work valuable.
Lynne was fantastic! Valid examples and real-life experience. Really fun learning and unlearning!
Justine is clearly passionate about Presenting – this combined with her knowledge made the course infectious.
This session was way more interesting, dynamic and playful than the summary led me to believe - I thought I might be going to something fairly 'dry' but it wasn't at all. I have recommended it to my senior manager to use as an away day session, it was that good. I think ALL staff could really benefit from it - not just managers or team leaders.
Anita has a wealth of expert knowledge and an incredible ability to map every example thrown at her, back to best practice project management. Thank you.
Robin was really good at explaining all the terminology clearly and gave examples that helped me to understand better. This has helped me learn all the basics and the tools how to best tackle a project from start to finish.
Suzanne presented information that, although partly already known to most of the group, was delivered in a way that was thought provoking and generated discussions between group members that were valuable learning opportunities. I enjoyed the online workshop and combination of slides, workbook info, breakout groups, and whole group discussions.
Paddy was easy to follow and approachable. I really enjoyed the course and found the discussions particularly valuable. Most of all it has really made me think actively about how I can improve the way I do things. I am excited to implement many of the recommendations.
This is an excellent course to help achieve better negotiated outcomes.
I found the program very informative. Would have liked it to be longer so more theories could be considered. Mark was very engaging and made the material interesting and enjoyable.
This course has made me reassess my management skills and style and provide a structure to improve and develop my skills. Justine was very professional, excellent communicator and structured the content in a meaningful and logistic format. Good balance of theory and practice.
Thank you Lynne for the great tips. The workshop was very engaging and beneficial. I learnt new techniques and strategies which will be beneficial in managing my workload and time.
Excellent program!! All aspects were very helpful, even after years of writing. It’s nice to have an experienced facilitator making the trick of good writing explicit. Lynne was excellent – very good pace (not too slow) and not going down rabbit holes. Very engaging.
Really interactive and informative. Great content.
Highly recommend Rose as a Facilitator as she provided great exercises for demonstrating models and also prompted great discussions amongst my colleagues and I on how we implement these in the workplace.
Graham was brilliant, really engaging day.
I was very impressed. Steve was able to take a very serious topic and be educational, informative and uplifting - while driving home his points. It was an unexpected approach but it made the topic approachable for everyone. I just wish we had more time!
We have had an ongoing relationship with ICML for over four years at Wyndham City Council. Peter Munnik and his team of experienced, engaging and knowledgeable facilitators make my job very easy as they have proven time and again to be flexible and only too willing to accommodate our needs every time they deliver programs at our workplace. Their programs are always well received by our staff and I wouldn’t hesitate to call them with future needs.
Honestly one of the best and most engaging courses I have ever been to. Both facilitators were fantastic in providing relevant links back to the workplace.
The course was insightful and will provide many useful techniques to assist with coaching my team.
Great session. Very practical. Lots of real life relatable examples. Highly recommend the presenter - Mark. Only 10-15 in the room and the intimate workshop worked well.
Fantastic! Lynne had done great research and prepared relevant documents that were presented well. Lynne was fantastic. She gave great tips that will make a huge difference to our business both externally and internally.
Allan was great, very personal in his approach, listened and had a good talk to listen ratio. Allan has great ideas, knows how to relate to people to ensure they will have confidence leaving the program. The program reinforced the skills I have and techniques I currently use. Allan provided extra ideas that I can now use.
Suzanne tackled a broad and potentially confusing brief with great skill – thanks.
Fantastic program!! I highly recommend!! It was interesting and easy to understand, and involved a lot of practical tools I can use in a day to day setting.
This was one of the best courses I have attended – self improvement and self realisation is acting at grass root level.
Suzanne was interactive and connected well with the group. The course material to take home will help keep the material fresh. It was fantastic!
Justine was excellent, friendly, strong and engaging. A great mixture of conversation and activity. I already had a strong understanding of personality types and EQ but learnt a lot more about how they all interact and how to develop by acknowledging them.
We engaged ICML for a tailored Influencing skills program for our team of senior leaders in our department. ICML listened well to our needs and tailored a program delivered over multiple workshops. The emphasis was on understanding and applying influencing skills from a behavioural psychology point of view. The facilitator Suzanne Loubris certainly delivered on this. Suzanne’s psychology background and experience was instrumental in her facilitation of the program. She offered a framework to understand what motivates others and introduced a simple but effective approach to understanding and adapting to different behavioural types. Suzanne was a great facilitator. She helped the team gain confidence and practical skills to positively influence a variety of internal and external stakeholders. I have already recommended this program and ICML to colleagues.
Paddy was brilliant! The workshop was fantastic! GROW was quite a useful approach. Will surely recommend to others as it is a ‘value-add’ course.
Mark was funny and clear. He had excellent suggestions and used real life stories to relate to us. I really enjoyed the session.
Graham is very engaging. He moves through the materials at a good pace and is always very positive in his feedback. Now have some useful strategies to practise and use both at work and home.
Brilliant workshop. Wish I attended years ago. Will assist in everything I do in the office. Thank you.
Thanks Robin for a very informative and practical day. I will definitely implement some of the learnings in my current project. Lots of great, practical tools and information.
Justine was very engaging and relevant. Great program with a friendly and understanding leader.
Thank you Suzanne - I really enjoyed meeting you and attending this course. Suzanne was a fantastic facilitator. I enjoyed this course and found it very informative and useful in everyday dealings with people.
Suzanne grew on me! I was a bit wary at first but she knew her stuff – and challenged me/the group. Loved the honest, forthright, challenging approach. Quite confronting at times. I’ve done influencing training before but it wasn’t so thought provoking!
Hands on confidence builder before a presentation at a conference. Lynne was clear, with excellent timing and top tips. Lynne brought the learning to life. Thank you!
Suzanne was fantastic, lovely, very entertaining and extremely knowledgeable. I found the program very beneficial. Will help me become more confident when presenting at workshops and addressing landholders, peers and industry bodies. Fantastic couple of days. Very constructive. Would highly recommend to others wishing to build on or improve their written and communication skills
I loved the course. The facilitator was very interactive, engaging, making the course enjoyable.
Lynne’s workshops are always fantastic – was so pleased to see her at the front of the room when I walked in! Walked out of the session feeling like I had learnt a lot and had fun doing it. Lynne is so friendly, positive and engaging. Lynne really wants us to learn and succeed.
Loved the course Project Management Essentials. Would surely recommend it to anyone who needs it. Robin has been excellent and helped clear the doubts that arose during the course. The course gives a lot of insights into Project Management. I learnt a lot of things I can improve on.
Craig was very engaging and able to deliver the message clearly. Lots of self realisations I had not thought of – the course highlighted a lot of things for me. I found the informal discussions were very valuable, particularly when I could open up about some experiences and get advice.
An excellent presentation and very thought provoking. You can become very isolated when working from home and you do lose an element of human interaction. I got a lot out of the workshop. Thank you. The live workshops are a great idea.
I really enjoyed this course and feel as though I have gained some useful techniques I can implement into my development and the overall business development where I work. I would highly recommend.
Andrea worked well with the team. I needed a formula for preparing presentations and now I have one! The content we gained was invaluable, especially the websites and the authors to look up later.
Great experiences, thanks! Justine was great: she was interactive, engaging and nothing was a wrong answer. Good to utilise these skills, not only for resilience and managing stress but any situation: how we can avoid, adapt and accept.
On behalf of the Sales Team and William Adams I would like to thank ICML for your participation in our preparation sessions, willingness to be flexible to suit our demands and ability to provide the perfect facilitator (Robert) for the audience and subject at hand. I have had nothing but glowing reports on the way the session was managed along with information and advice that was communicated in a way so it resonated with the wide variety of attendees with experience levels ranging from one to over twenty years. ICML has managed to fulfil our requirements regardless of the challenges our specific content and logistic requirements have thrown your way. We would certainly recommend your company to others looking to train their workforce.
Dynamic presenter, well -structured with clearly articulated outcomes. The content is only as good as the way in which it is presented. Justine is a presenter who is able to stop, diverge and return to the central theme whilst answering personal questions about their approach and technique – not common. Well done Justine and thank you.
I would recommend this to all companies, being able to manage yourself and your time is extremely important. Having the tools to do so is empowering. Graham’s delivery of the course was very engaging, it made the outcome easy to deliver and inviting for people to participate.
Justine was excellent – very engaging and also entertaining! Good mix of visuals, activities and “teaching”.
We have been utilising Lynne’s skills over the years. Lynne is our ‘go-to’ person for writing, editing, writing for government courses every 2-3 years. We will continue to do so.
Justine had me engaged from the beginning and I enjoyed both her interaction with us and our participation.
Terry was funny, easy going and experienced facilitator. Great paced course. Tailored the course so it was extremely relevant to the group. Excellent!
Very relatable excellent program. Refreshing to get a scope of further techniques, approaches and advice. Grand outlook on how diverse selling can be and techniques to different customers, needs and outlooks.
It was a great course and the facilitator was excellent. I thoroughly enjoyed this session and plan to encourage my team members to register - very valuable use of information shared.
Lynne was engaging and didn’t skip a beat. Fantastic facilitator and obvious expert knowledge. Great framework provided.
Maggie was great and engaging.
Suzanne was very informative and made the day very interesting. All the information was relevant and very useful.
I thought Justine was fantastic and the zoom set up great... never really used zoom but it was made easy for someone who is not particularly tech savvy! I really enjoyed it and thanks Justine for making it a pleasurable experience- great job and I would most definitely recommend it!
First class. Great day and relevant for the future. Mark gave a precise, informative, beneficial and entertaining presentation.
Mark was amazing. I believe everyone in my team should do it. Informative – learnt a lot. Loved every minute. Would definitely recommend it.
Paddy was very knowledgeable, experienced and practical. Very engaging, helpful, experienced, practical, funny and informative. Paddy was creative and used different training techniques (eg.whiteboard, butchers paper, TED video example, role playing). He was fantastic and I would recommend this course.
Justine is a wonderful facilitator. Justine has great energy from start to finish. It raised awareness in supervisors of the need for them to be leaders.
Everything was explained in detail and I liked the way Anita encouraged group discussion. I found the session very informative and some of the project management techniques very valuable. Fantastic session to learn the fundamentals of project management.
Peter was a great and informative facilitator who made us feel comfortable from the beginning and working as a team at the end.
David was very knowledgeable and interesting. A really great presenter. I loved the interaction and getting to practise the skills.
Good fun, ideal level of participation. Could be a dry subject it was delivered in an interesting way. Loved it, thanks. Excellent course and Lynne is a very professional facilitator. Great tools that were relevant to activities and which I’ll be using in the immediate future.
This workshop was a fantastic display and explanation of concepts & tools that I’ll certainly use to improve my effectiveness.
This was awesome & really useful. I loved it online & liked the breakout rooms.
I would recommend anyone to do this course. Got a lot out of the day – Peter is a great presenter.
Paul was an excellent facilitator. Very engaging and good at keeping us on track.
Graham was masterful in leading our team through this vital learning experience of Customer Service Excellence – Thank you!! Graham demonstrated a high degree of skill and subject knowledge in facilitating the course today.
Excellent delivery. Lynne is engaging and very knowledgeable. I now have a much better understanding of how business writing is different to other forms eg. academic.
Thank you very much for a fantastic and very interactive 2-day course! I feel I have gained valuable knowledge and great feedback from the facilitator and the group. I will be able to put in place many of the strategies/advice/examples I experienced over the 2 days. Mechelle has a great knowledge base, friendly and very engaging. Gave everyone in the group an opportunity to be involved.
Peter has been excellent keeping the audience attention throughout the whole session. Gained several concepts both theoretical and practical. Provided a lot of practical tools.
After courses in the past, I wasn’t sure what to expect, but it far exceeded my expectations. Renee was engaging and bright. The topics covered were concise and easy to digest. I especially enjoyed the information on networking and learning styles.
The course really took it to another level and has 100% addressed what I wanted to get out of this course. The facilitator was excellent and really worked to build a friendly, encouraging and constructive environment.
Suzanne had an excellent approach and style of facilitating. I learnt extremely valuable skills that I will apply in my career. Her presentation is very engaging. I had a great overall training experience.
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