Training Courses

Training Courses

Listed are some of the training courses we offer:

Emotional Intelligence: Achieving Emotional Competence

The concept of EQ (emotional quotient) deals with emotions and how they should be recognised as a driving force in business.  The basics of EQ are: if we accept that everything important that happens to us arouses emotion, then contrary to conventional thinking, emotions are rarely intrusions into our lives, but intelligent, sensitive, beneficial and even wise.  They inspire and enliven good judgement and reasoning, and lead to success and profitability.

Research has suggested that success in the practical world is largely dependent on one’s EQ than his/her IQ.  Consider for instance that Albert Einstein, perhaps the world’s brilliant scientist, could only make it to vocational school because his marks were not sufficient to enable him to enter university.  He worked as an apprentice clerk in the German patent office.  Later he became the brilliant scientist – he formulated E=mc2!

In order to succeed in life people need to harness and utilise their inherent “1% inspiration and 99% perspiration”.  The workshop will help delegates to realise what EQ is and where their strengths and weaknesses lie.

  • Understanding the nature of emotional intelligence
  • Describe the relationship between cognitive intelligence and emotional intelligence
  • Realise that in order to be successful in business, IQ is not enough
  • Define the concept of emotional competence
  • Assess their own EQ, strengths and development areas
  • Understand the EQ model and six areas of emotional intelligence
  • Understand the emotional competence framework in terms of:
  • Personal competence – knowing oneself
  • Social competence – knowing others (colleagues, subordinates)
  • Assessing their own perceived levels of emotional competence and compare it against model behaviour
  • Achieve emotional self-awareness (recognising the difference between feelings and actions)
  • Define EQ organisations
  • Understand emotionally competent leaders
  • Describe some common ineffective approaches to conflict resolution
  • List some conflict solving options and give guidelines for when to use them
  • Describe how to deal with difficult people, staff and customers
  • Develop a social conscience for the organisation

 


Coaching – Individual and Corporate

Coaching focuses on enhancing knowledge and skill and enables managers to develop their employees in a more supportive, less directive way. Coaching is a mentoring tool that assist in skills transfer and empowerment.  It will also be placed in the bigger picture of mentoring.

Coaching is a powerful personal development and empowerment skill. It is an effective way of helping people to progress in their careers and is becoming increasing popular as its potential is realised. It is a partnership between two people (coach and mentee) normally working in a similar field or sharing similar experiences. It is a helpful relationship based upon mutual trust and respect.  This is the start of change management in the organisation.

  • Building self-confidence and assertiveness
  • Guidance on how to manage and lead a team
  • Personal and corporate problem solving
  • Dealing with difficult people and discussions
  • Life-work balance
  • Dealing with life’s challenges
  • Preparing for important presentations

 


Mentoring to ensure retention of skills and knowledge

Mentoring – from the Greek word meaning enduring – is defined as a sustained relationship between an apprentice and a trusted advisor. Through continued involvement, the mentor offers support, guidance, and leadership as the apprentice goes through a difficult period, faces new challenges, develops skills and grows. Mentoring is generally regarded as the transfer of experience from a mature employee to a less experienced one.

  • What is mentoring?
  • Beliefs of great mentors
  • The profile of a successful mentor
  • Setting smart goals
  • What does a mentor do?
  • The mentoring model
  • Ground rules for mentoring relationships
  • Guideline for first mentor-protégé discussion
  • Mentoring for development and career building
  • Mentoring and succession planning in the organisation
  • Communication in the mentoring relationship
  • Essentials of communications
  • Listening with empathy
  • Be aware of the barriers to communication
  • Boost your effectiveness as a leader by inspiring and developing those around you.

 


 Leadership Development

Enquire about our various levels leadership development programmes.  We will customise a modular programme to suit the needs of your leaders at different levels in the organisation.  You are welcome to request a programme outline

  • Supervisory programmes
  • Management programmes
  • Performance management
  • Mentoring and coaching
  • Interviewing skills
  • Presentation skills

Management and Leadership Programmes

The management and leadership programmes are guaranteed to provide you with the essential skills, knowledge and techniques to become an effective manager and leader. Experiencing this training will allow you to significantly improve the performance, motivation and quality of work delivered by you and your people. For leaders who are not yet managers, our junior leadership programme is geared to give potential managers and leaders the necessary skills to reach their potential.

The programmes include topics such as:

  • Roles and Responsibilities of Managers and Leaders
  • Objective Setting and Planning
  • Organising and Delegating
  • Knowledge Management
  • Creative problem solving
  • Time Management and Management of Self
  • Project management
  • Managing Teams
  • Discovering your own Management style
  • Delegation, coaching and mentoring
  • Identifying the objectives of performance management system
  • Understanding the organisational system
  • Setting performance standards
  • Managing performance on a daily basis
  • Dealing with poor performers
  • Rewarding good performance
  • Dealing with the dreaded appraisal

Secretarial and administrative development

Secretaries, PA’s and Administrative officers love these courses as they focus on the roles and responsibilities of people in support functions. Secretaries in the 21st century play a vital role in the success of businesses and need specialised skills to perform at an executive level. Entry level courses up to advanced secretarial courses are available.

General topics include:

  • The role of the PA and executive secretary
  • Office management
  • Telephone and reception
  • Travel and event planning
  • Meetings and minutes
  • Managing your manager
  • Organising your work and administration

 

Essential Skills for Secretaries – Introductory level:

  • The Role of the Secretary/PA
  • Communication
  • Building a Relationship with your Internal Customers
  • Telephone and Reception etiquette
  • Organising meetings and events
  • Customer Service
  • General Administration

 

Achieving Excellence as a Secretary – Intermediate level

  • Benchmarking Skills against the Ideal Model
  • Problem Solving
  • Confidence and Assertiveness
  • Time Management
  • Customer Excellence
  • Etiquette and Courtesy
  • Meetings and minutes

 

Leadership Skills for the Executive Secretary – Advanced level

  • Leadership and the Role of the Executive Secretary
  • Relationship Building
  • Assessing Your Own Leadership Style
  • Influencing and Creating Change
  • Managing executives
  • Organising events and travel
  • Conflict Management

Writing Better Business documents

With English as an important language in business, many people are not fluent or empowered to create flawless business documents. Are you one of the thousands of people who shudder at the thought of composing a letter or business document? In this course we take you back to the basics and show you how you can create a professional business document.

This two-day programme helps you compose documents that are clear, conversational and grammatically correct. Many practical exercises and immediate feedback ensure that delegates gain tremendously.

To enhance the quality of this programme, you have the option of pre- and post-course assessments where delegates are given feedback on their writing for a period of two months after the training.

  • Writing Better Business documents
  • Modern Business writing for PA’s
  • Report writing
  • Better Business writing for professionals
  • Meetings and minutes
  • Professional e-mail etiquette and writing
  • Writing policies and procedures
  • Creating winning Presentations

Customer Service Training

Most companies have slogans that boast ”customer satisfaction guaranteed”. In today’s competitive marketplace satisfying the customer is not enough. These programmes are designed to create an awareness of every person’s responsibility towards the organisation’s customers and to create true customer loyalty.

The programmes include topics such as:

  • What is a Customer?
  • Reception etiquette and dealing with visitors
  • Dealing with visitors
  • Understanding the Needs of the Client
  • Building Good Customer Relations
  • Winning Selling Techniques
  • Communication
  • Business Etiquette
  • Selling Skills for the Telephone
  • Cell phone etiquette
  • Handling Difficult Clients
  • Customer Service
  • Questioning Techniques
  • Customer relations management
  • Batho Pele customer service (public sector)
  • Telephone Etiquette
  • Business Etiquette
  • Customer Service
  • Batho Pele Customer Service (Public sector)
  • Reception Skills
  • Customer service excellence
  • Customer service management

Personal Development

Anyone who wants to be successful in business and life as a whole will know that confidence and determination are vital. Confidence is regarded as one of the cornerstones of assertiveness. The ability to be assertive without being intimidating, offensive or aggressive, is a key skill in all walks of life. For any business person assertiveness is an essential attainment. In this two-day programme delegates will learn how to communicate in an effective, assertive way. Assertiveness is a concept that varies according to cultures and relationships. Its aim is to achieve self-respect and respect for others in relationships and communication.

The Confident and Assertive Business Person

  • The Value of being Confident – a Life-wide Skill
  • Come into Contact with Yourself – Assessing your Current Levels of Confidence
  • Strategies to Build your Confidence
  • Shaping your Self Image to be Successful in Business
  • Success is achieved through a Positive Mental Attitude
  • “Victim” versus “Master” attitude
  • Design a Development Plan to Implement Confidence Principles
  • Assertiveness – essentially a Professional Communication Tool
  • The Cornerstones of Assertiveness
  • Assessing current Assertiveness Styles
  • Unassertive versus Aggressive Behaviour – the Unsuccessful Approach
  • Communication Skills in Assertiveness
  • Confidence and assertiveness
  • Time and stress management
  • Emotional intelligence


Interpersonal and communication skills

With communications playing a central role in the modern organisation today, employees need to equip themselves with the tools to become better communicators. This two-day programme is designed to benefit people from all levels in the organisation. In this programme we look at all aspects of human communication within the context of the modern organisation.

  • Elements of Communication
  • Non-verbal Communication
  • Assessing your Communication Style
  • Determining your Strengths and Weaknesses
  • Interpersonal Communication – Essential for Success
  • Barriers to Communication
  • Utilising your Organisations Communication Resources
  • Formulating a Personal Communications Strategy


Call Centre Training

The call centre plays a vital role in the success of any modern business. In order to maintain the competitive advantage, your call centre staff members need to render excellent service. This programme is aimed at giving call centre consultants the skills to become responsible and empowered. Listed below are the recommended modules, but they can be adapted to suit your needs.

The ideal way to present the programme is by presenting one session per week in a modular format. This means that delegates are not out of the office for a long time and work is therefore not seriously disrupted. Delegates have ample time to practise their new skills in between modules.

The following modules are recommended, but you may add or remove any modules to suit your learners’ training needs.

Topics include:

  • Telephone etiquette
  • Dealing with difficult callers
  • assertiveness
  • Specialist communication skills in the call centre
  • Telephone skills for call centre agents
  • Debt collection
  • E-mail skills for call centre agents
  • Interpersonal skills to establish relationships with clients
  • Outbound call centre skills
  • Customer service
  • Thinking and problem solving skills
  • Stress and time management
  • Managing Call Centres
  • Call Centre agent training

Human Capital Empowerment Training

  • Recruitment, Selection and Interviewing
  • HR strategy
  • Induction
  • Engaging employees
  • Creating powerful Training and Development interventions
  • Dealing with difficult staff members and discipline
  • Performance management and succession planning

Time and Stress Management

This intensive one-day workshop will empower you with dynamic and practical tools, techniques and principles that will liberate you and give you extra hours in the day, help you worker “smarter and not harder” and make you more efficient and organised.

  • Time – an Important Resource in the 21st Century
  • Assessing your Current Time Style
  • Determining your Real Focus and Objectives
  • Your Time Wasters – What they are and What to do about them
  • Getting Organised
  • Streamlining your Administration
  • Improving Communication for More Effective Time Use.
  • Dealing with the Procrastination Problem
  • Managing Meetings Better
  • Dealing with stress

Office management

A professional Office Manager effortlessly combines a diverse range of responsibilities ensuring that office processes and activities are efficiently and smoothly managed.  By attending this practical training course, you will gain the “must-have” information necessary for optimising your office and people management skills.

 

  • Leadership and the managing office staff
  • Performance management
  • Managing administration
  • Sourcing and handling suppliers
  • Disciplinary and grievance handling
  • Time and stress management
  • Creating and writing professional business documents
  • Managing the customer and his/her needs

Have a training or speaking request?

Please ask about the above and any other courses not listed here and feel free to request an outline and quotation for your team. Duration and content can be customised to meet your needs.

Simply use the form below to make an enquiry:

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