Learning Academy
The Portman Estate Academy | Hamilton Mercer
We believe the talent and commitment of our people are major factors in our success, which is why we’re dedicated to investing in the personal and professional development of our people.
We’ve partnered with learning and performance experts Hamilton Mercer to deliver a series of half day courses that compliment The Portman Estate values. We’ve been working with Hamilton Mercer since 2016 and have received great feedback for the courses they’ve delivered.
Please review the courses below and register your interest if you would like to attend the course.
Craig Kenworthy, Director of Human Resources
Explore Our Range of Half-Day Courses
Effective
Delegation Skills
Learning Objectives
- Overcome the ‘psychological’ and ‘practical’ barriers that prevent delegation.
- Establish suitable tracking guidelines and communication/support channels.
- Deliver constructive feedback and motivational praise, and address skills gaps.
Listening &
Questioning Techniques
Learning Objectives
- Quickly establish the root cause of issues and the desired outcomes of customers.
- Demonstrate genuine empathy, to help defuse conflict, build trust, and identify appropriate solutions.
- Listen and question empathetically to understand the needs of others.
Communicating with
Confidence & Connecting with Others
Learning Objectives
- Recognise and respond to vulnerability by identifying signs, risk factors, and using inclusive communication.
- Engage in compassionate conversations with structured dialogue, sensitive questioning, and adaptive communication.
- Ensure ethical and compliant handling of confidentiality, permissions, and documentation.
Essential
Assertiveness Skills
Learning Objectives
- Establish and uphold healthy boundaries, confidently declining requests when necessary.
- Address inappropriate actions and express disagreement in a respectful and non-threatening manner.
- Recognise and assertively handle manipulative behaviours with professionalism.
Time Management -
Boosting Productivity
Learning Objectives
- Make quick decisions when changing priorities demand immediate attention.
- Keep on top of workload, instead of constantly reacting / responding.
- Prioritise work with realistic estimates of time for completion.
Time Management -
Attention Management
Learning Objectives
- Prevent distractions and maintain focus on high-value Tasks.
- Objectively validate the priority level of ad-hoc requests.
- Feel empowered to take time before making ‘on the spot’ decisions.
Consistently Delivering Exceptional Service
Learning Objectives
- Consistently deliver an exceptional standard of service to internal and external customers.
- Improve internal communication and strengthen working relationships with colleagues.
- Uphold the organisation’s reputation and enhance the customer experience.
Professional
Telephone Skills
Learning Objectives
- Structure and lead conversations, keeping them focused and timely.
- Build strong connections with callers in a personable manner.
- Apply best-practice telephone etiquette to demonstrate professionalism.
Professional & Persuasive
Email Writing
Learning Objectives
- Create visually appealing emails that are easy to read, get to the point quickly and have clear Calls to Action.
- Use styling techniques to set the right tone and level of formality.
- Make emails truly stand out by creating informative subject lines.
Service-Focused
Selling
Learning Objectives
- Understand different selling approaches and how to align them with exceptional service.
- Handle tough questions or objections with confidence and empathy.
- Discuss pricing with confidence and apply effective closing techniques to gain commitment.
Building
Emotional Resilience
Learning Objectives
- Recognise resilience traits and apply strategies in a fast-paced VUCA world.
- Identify stress types, their impact on performance, and techniques to sustain peak performance.
- Apply coping techniques, conditioning, and mindset shifts to stay focused and adaptable.
Expectation
Management Skills
Learning Objectives
- Understand the psychology of customer expectations and their impact on satisfaction.
- Identify and address gaps between customer expectations and service delivery.
- Maintain composure in uncertain situations, even when specific timeframes or outcomes are unclear.
Dealing with Challenging
People / Situations
Learning Objectives
- Avoid unnecessary escalations when interacting with difficult people.
- Develop the confidence to deliver bad news across all communication channels.
- Assert themselves appropriately, to confront unacceptable / manipulative behaviours.
Effective
Complaint Handling
Learning Objectives
- Handle complaints across all communication channels with confidence and professionalism.
- Quickly establish the root cause (drivers) of complaints and the desired outcomes of complainants.
- Conduct ‘fair’ investigations, present sustainable solutions, and manage complainant expectations.
Conversations with
Vulnerable Customers
Learning Objectives
- Recognise and respond to vulnerability by identifying signs, risk factors, and using inclusive communication.
- Engage in compassionate conversations with structured dialogue, sensitive questioning, and adaptive communication.
- Ensure ethical and compliant handling of confidentiality, permissions, and documentation.
Managing
Aggressive People
Learning Objectives
- Identify aggressive behaviours, triggers, and warning signs.
- Apply de-escalation and conflict resolution techniques.
- Maintain emotional control and set professional boundaries.
Effective Delegation Skills
[arlo_node4 templatetag="Portman EDS"]
Communicating with Confidence & Connecting with Others
[arlo_node4 templatetag="Portman CCCO"]
Essential Assertiveness Skills
[arlo_node4 templatetag="Portman EAS"]
Listening & Questioning Techniques
[arlo_node4 templatetag="Portman LQT"]
Building Resilience & Managing Expectations
[arlo_node4 templatetag="Portman BRME"]
Professional Email Writing
[arlo_node4 templatetag="Portman PEW"]
Effective Time Management Skills - Part One
Effective Time Management Skills - Part Two
Effective Complaint Handling
Telephone Skills & Manner
Service Levels Framework™
[arlo_node4 templatetag="Node4 SLF"]
Service-Focused Communication Skills
[arlo_node4 templatetag="Node4 SFCS"]
Credibly Delivering Bad News™
[arlo_node4 templatetag="Node4 CDBN"]
FAQ
Q. How do I transfer onto another course?
A. Please email Ruairi McNulty – r.mcnulty@hamiltonmercer.co.uk and copy in Craig Kenworthy – craig.kenworthy@portmanestate.co.uk
Q. The course I want to book says ‘Join Waiting List’
A. This means the course is at capacity, you can join the waiting list and if a place becomes available you will be notified
Need to ask a Question?
Hamilton Mercer Contact
Oliver Roberts
Director of Client Services
Tel: 0208 445 9603
Email: o.roberts@hamiltonmercer.co.uk
The Portman Estate Contact
Craig Kenworthy
Director of Human Resources
Tel: 020 7563 1446
Email: craig.kenworthy@portmanestate.co.uk
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