About us

Training, Coaching & Mentoring

It's an age old question:

"What if we invest in our staff and they leave?"

The answer?:

"What if you don't and they stay?"

Ensuring that you and your team operate at peak performance and focus on the things that count, comes from maximising a combination of attitude, behaviour, knowledge and skill.

Training, coaching and mentoring helps ensure peak performance and service delivery as well as regulatory compliance and good business practice.

Integra provide a range of half day training and coaching sessions that can be delivered individually or as part of a structured series or longer programme. These courses are run by Michael Day MBA FRICS FNAEA FARLA and Charlotte Taylor MNAEA MARLA – two highly experienced industry professionals with considerable training, coaching and mentoring experience who have built up an enviable reputation as engaging and knowledgeable trainers and coaches, delivering bespoke courses to management and staff at all levels.

Dozens of business leaders, owners, directors, partners and managers have attended Michael’s unique “Mind Your Own Business” programmes as delegates and their feedback on how the programmes have helped them and their businesses can be found in the testimonials section of this website.

Training and coaching sales and lettings staff to build trust with clients and customers, identify needs, spot opportunities, gain commitment and close appointments and transactions is key to success and, when well managed, also builds teamwork and loyalty. 

As one of the property industry’s leading experts on legislation and good business practice, hundreds of delegates have attended Michael’s courses on Consumer Protection Regulations, Money Laundering Regulations, GDPR and other legislation. Michael manages to make what might seem to be somewhat dry content, engaging and fun, without ever losing sight of the objectives of education and compliance.

Charlotte has worked with many leading property and other organisations on customer service, sales and negotiating programmes.

Much of the training, coaching and mentoring that we provide is bespoke and he often delivers regular, short and punchy sessions with clients that people can digest easily and put the knowledge, skills and techniques into practice right away.

Next open courses:

2019

Money Laundering & Consumer Protection Course - London - November 27th SOLD OUT

2020

Money Laundering & Consumer Protection Course - London - March 4th

Money Laundering & Consumer Protection Course - London - 13th May

Money Laundering & Consumer Protection Course - London - 16th September

Money Laundering & Consumer Protection Course - London - 25th November

 

Half Day Programmes

These programmes can be run in a format to suit your organisation as formal training sessions or as individual or group mentoring sessions.

We welcome the opportunity of discussing your training needs and our flexibility means we will tailor a solution to meet your requirements.

Please call us on 01753 889287 or contact us by email at enquiries@integra-ps.co.uk

  • 1.       Customer Service Excellence

  • The Importance of Customer Service
  • Creating an Exceptional First Impression
  • Setting, Meeting & Exceeding Customer Expectations
  • Solving Customer Problems
  • Communication Skills for Great Customer Service
  • Customer Retention

  • 2.       Effective Communication Skills
  • How Communication Works
  • Face to Face/Telephone/Online/Written Communication
  • Questioning & Listening Skills
  • How to be an Effective Communicator
  • Overcoming Communication Problems

  •  3.       Professional Telephone Skills
  • First Impressions
  • Factors of the Voice
  • Professional Handling of Incoming Calls
  • Questioning & Listening Skills
  • Building Trust & Rapport

  • 4.       Developing Assertiveness in the Right Way
  • Different Types of Behaviour
  • Recognising & Dealing with Bad Behaviour
  • Being More Confident
  • Assertive Body Language
  • Assertiveness Techniques

  • 5.       Essential Selling Skills
  • The Sales Process
  • Questioning & Listening Skills for Sales
  • Maximising Productivity in a Sales Role – Benefit Selling/Cross Selling/Up Selling
  • The AIDA Sales Model

  • 6.       Negotiation Skills
  • The Process of Negotiation
  • Creating Win-Win Solutions
  • The Successful Negotiator
  • Common Mistakes to Avoid when Negotiating

  • 7.       Effective Accompanied Viewings
  • Achieving more viewing appointments
  • Perfect Preparation Prevents Poor Performance
  • The Viewing Appointment – Thinking Outside the Box
  • Security Essentials
  • Obtaining Constructive Viewing Feedback
  • Encouraging Offers

  • 8.       Dealing with Offers
  • Encouraging Offers
  • Taking an Offer
  • Preparing to put Offers Forward
  • Putting Offers Forward
  • Negotiation Techniques

  • 9.       Handling Valuation/Fee Enquiries
  • Spotting Valuation Opportunities
  • Handling Fee Enquiries
  • Converting Opportunities
  • Booking Valuation Appointments to give the Valuer the best chance to secure the instruction on the day

  • 10.   Conducting Exceptional Valuations
  • Preparation for the Appointment
  • Standing out from your Competitors
  • Key Stages of an Effective Valuation
  • Valuing Accurately & Getting the Right Fee
  • Objection Handling

  • 11.   Money Laundering Regulation compliance
  • Background to the legislation
  • Penalties and risks for non-compliance
  • Compliance requirements – the essentials – customer due diligence – risk assessments etc
  • Practical systems and processes to manage risk and ensure compliance
  • 12.   Consumer Protection Regulation compliance
  • Background to the legislation
  • Penalties and risks for non-compliance
  • Compliance requirements – the essentials
  • Referral fee compliance
  • Practical systems and processes to manage risk and ensure compliance
  • 13. GDPR compliance
  • Background to the legislation
  • Penalties and risks for non-compliance
  • Compliance requirements – the essentials
  • The six lawful bases for holding personal data
  • Practical systems and processes to manage risk and ensure compliance

 

Next open courses:

Money Laundering & Consumer Protection Course - London - November 27th - SOLD OUT

 

2020

Money Laundering & Consumer Protection Course - London - March 4th

Money Laundering & Consumer Protection Course - London - 13th May

Money Laundering & Consumer Protection Course - London - 16th September

Money Laundering & Consumer Protection Course - London - 25th November