Courses

  • Quality Customer Care
  • Communication Skills
  • Presentation Skills
  • Inter/ Personal Skills
  • Assertiveness Training
  • Management Development
  • Time Management
  • Work Ethic
  • Service Vs Servitude

Quality Customer Care

COURSE OVERVIEW

Customer Care is the ability to empathise with all customers in such way to ensure complete customer satisfaction. Good customer care as a constant will earn any service provider respect and recognition as being professional. They will create the image of an attractive personality, with a positive, friendly outlook. Participants will learn to appreciate the importance of internal as well as external customers.

Why internal customer relationships must be maintained in order to have the desired direct effect on how external customers are treated. As customers are becoming more vocal, companies need to take steps to take a harder look at their service ambassadors/associates.
Competition is becoming fiercer, and choices – wider; therefore, customers will go to the company that gives them the best service, not necessarily the cheapest price.

COURSE LENGTH

4 hours

MAX PERSONS

30

MIN PERSONS

10

Learning Outcome

At the end of the workshop, participants ought to be able to:
– Improve knowledge and understanding of SERVICE by constantly delighting ALL customers
– Improve people-to-people relations through the use of effective communication
– Discover ways of staying motivated when dealing effectively with ALL customers
– Improve knowledge pertaining to the definition/importance of PROFESSIONALISM as a constant
– Take the H.E.A.T. when dealing with irate or dissatisfied customers
– Reinforce knowledge of pride in self and job through body language/appearance
– Develop positive attitudes, self-motivation and SELF-ESTEEM.

Communication Skills

COURSE OVERVIEW

Making everyone feel understood and understanding everyone clearly are integral to successful communication. In some form or another, communication figures in every aspect of customer relations. It is a vital part of any business, especially the many which are people oriented. Your role as a communicator cannot be downplayed as the initial contact between any customer and the business is made – whether by mail or telecommunications, and the first contact point.

In this module, participants will be exposed to the various ways of communication, the importance of non-verbal communication, the zones of communication, telephone techniques, perceptions, barriers to communication and the whole nine yards.

COURSE LENGTH

4 Hours

MAX PERSONS

30

MIN PERSONS

10

Learning Outcome

At the end of the workshop, participants ought to be able to understand:
– The principles of effective communication
– Why the principles of communication are so important in the workplace
– What factors are necessary in order to be an effective communicator
– What the seven C’s of communication are
– What the component parts of the communication process are

Presentation Skills

COURSE OVERVIEW

Making a presentation is about correct selection and ordering of presentation of knowledge. To develop this skill to a professional level, this module looks first at the skills useful to those in Marketing, PR, Sales and positions such as Managers, CEO’s, Personal Assistants, etc. generally, those required to address groups of people. These skills are then taken out of theoretical situations and put into practice allowing participants to critique themselves. After a couple of these sessions personal growth would be noticed almost immediately.

COURSE LENGTH

8 Hours / over 2 days

MAX PERSONS

15

MIN PERSONS

5

Learning Outcome

At the end of the session participants ought to be able to:
– Speak effectively with a view to retaining audience’s interest while making their delivery informative and enjoyable
– Become aware of self and what their various body parts are doing while they are delivering (Self-Awareness)
– Develop their own personal style in accordance with their personality
– Plan, Structure and Time Deliveries

Inter/ Personal Skills

COURSE OVERVIEW

Companies can benefit greatly from this capacity building initiative aimed at their entire staff complement and thus celebrate a strong structured “soft skills” culture steeped in effectiveness. It is necessary that “Team Members” who operate and function in our highly competitive local services sector understand the importance of their role – let alone their work ethic and how it impacts productivity.

This innovative/high energy training module is intent on showing the importance of soft skills and value-centeredness to business success. Too often people, in general, hold too small a view of themselves – albeit unconsciously. There comes a time when they must take themselves in hand and say enough is enough while reaching avariciously for that which they deserve. Developing a larger vision of “self” starts with a commitment to grow and development while keeping one’s eyes on the prize.

The way we see ourselves has got to change for the desired results to be realized. We must rearrange our priorities in a manner that would no doubt support our new personal and professional vision for our future. It is against this backdrop that this Self Management module is developed for small to large sessions – whether in-house or retreat style – away from the office! Areas of coverage include but are not limited to – Professional Presentation in the Working Environment, the Importance of First Impressions, Becoming a Leader in your Own Life! Self-discipline – the Key to Self-development, Leadership Qualities, Being a Person of Values (not success).

COURSE LENGTH

6 Hours

MAX PERSONS

100+

MIN PERSONS

10

Learning Outcome

At the end of this exercise, participants ought to be able to:
– Value “NOW” and the most important time they’ve got
– Approach duties – using knowledge and high standards of conduct
– Practice newly acquired techniques to build self-confidence and self-awareness
– Develop positive attitudes
– Present themselves appropriately at all times
– Manage time effectively to achieve personal and professional goals

Assertiveness Training

COURSE OVERVIEW

Assertiveness training provides participants with the skills and knowledge to enable them to communicate more confidently and effectively, using assertive behaviour techniques.
The workshop provides participants with the opportunity to work on their own personal and work situations, where they want to be more assertive. Participants are expected to leave the training equipped with some effective, practiced strategies for achieving a more successful outcome.
Our assertiveness course is ideal for people looking to take more control of their working and/or personal life. The training includes techniques and strategies to help them become more confident and assertive to achieve their desired outcome, when communicating with others.

COURSE LENGTH

4 hours

MAX PERSONS

30

MIN PERSONS

10

Learning Outcome

At the end of this exercise, participants ought to be able to:
– Recognise the three main categories of behaviour, their advantages and disadvantages and how to best respond to them
-Try a wide range of assertiveness techniques to help them to become more assertive in the workplace
-Create an action plan to enable them to build on their new assertiveness skills going forward

Management Development

COURSE OVERVIEW

Employees are generally expected to take their cue from management. Therefore, their effectiveness at carrying out their responsibilities reflects the quality of leadership they are providing and whether or not their working environment is an empowering and motivating one.

Managers probably have a variety of reasons for wanting to learn about management, such as wanting to improve their effectiveness as a manager. If so, it helps to have a clear idea of what managers do and what is meant by managerial ‘effectiveness’. To do this, you need to be able to identify your roles as a manager and those factors which influence your effectiveness – and these lie not only within yourself but also in your working environment. They include your job, your organisation, and the people you work with. Then you will need to diagnose what you might do to improve your own managerial performance and take the first step to improve it.

COURSE LENGTH

4 Hours

MAX PERSONS

30

MIN PERSONS

10

Learning Outcome

At the end of this exercise, participants ought to be able to:
-Understand what is meant by management and managerial effectiveness
-Identify the roles which are fulfilled while working as a manager
-Identify managerial activities that contribute to managerial effectiveness
-Identify a cause of stress in managerial life from a range covering mismatches between capabilities and role, player-manager tension and everyday stressors
-understand time pressures and the need for time management.

Time Management

COURSE OVERVIEW

Time management training is essential to help organise your daily tasks and reduce stress.
Learn effective time management skills to manage time more efficiently, including how to plan activities and get tasks done in a smarter manner, both at work and at home.

This one-day time management session provides practical training for team members whose employers wish would take more control of the way they spend and manage time while on the job to boost productivity.

This session can be tailored to accommodate the specific needs of managers and introduces time management tools and techniques that allow participants to manage their time more effectively and feel more in control. The training enables participants to identify areas of their job where time could be better utilised and the actions necessary to alleviate problems identified.

COURSE LENGTH

6 Hours

MAX PERSONS

30

MIN PERSONS

10

Learning Outcome

At the end of this exercise, participants ought to be able to:
-Identify their biggest ‘time stealers’ which reduce their productivity and established solutions to reduce or remove their negative impact
-Acquire practical time management skills for scheduling, planning and prioritising work
-Discuss and practice a range of recognised time management techniques such as effective delegation, assertively saying ‘no’ and negotiating alternative solutions

Work Ethic

COURSE OVERVIEW

Professionals in any field must have an understanding of the ethical problems and principles in their field. But anyone, no matter what their job, must deal with many other professions as well. Part of professional ethics is the understanding of the ethics of other professions: how they interact and what can be expected from them as correct ethical behaviour. In turn, any professional will benefit from a critical scrutiny of their own ethics by those from other professions. The general principles of professional ethics will be examined, as well as the distinctive problems of the different fields.

COURSE LENGTH

4 Hours

MAX PERSONS

30

MIN PERSONS

12

Learning Outcome

At the end of this exercise, participants ought to be able to:
-Dispel common myths about business ethics
-Describe the ideal ethical workplace
-Implement ethics guidelines and policies in your organization
-Deal with unethical co-workers, customers, and vendors

Service Vs Servitude

COURSE OVERVIEW

Service is about giving a part of you to help another. Whether the recipient then grants you favour by giving you a promotion, or buying your product is irrelevant. Service comes from the intent to help another. Servitude comes when you help with the intent of return. Servitude is inwardly focused on return. In slavery, the internal return is self preservation. Do as the owner demands or you face dire consequences. Serving time in jail is the same. Do as you are told to survive. Servitude to a boss or customer is no different to jail or slavery. Service however comes from wanting to serve the recipient, not from wanting to serve yourself.

COURSE LENGTH

4 Hours

MAX PERSONS

30

MIN PERSONS

12

Learning Outcome

At the end of this exercise, participants ought to be able to:
-Differentiate between service and servitude
-Define servitude and avoid thinking of their employment as that of – forced labour
-Define service and embrace it as the only way to wow internal and external customers with uncompromising willingness
-Relate effective service to productivity and profitability
-Understand what effective time use is and its relationship to efficiency and effectiveness