Training Programs

Time Management & Customer Service

When it comes to running a busy and efficient department, there are many demands on you to get the job done right, on time and satisfy the customer every time.

Learning how to get all these areas running smoothly, allows you time to focus on improving everything within your department, as well as time to improve customer satisfaction levels.

In this program, you will learn ways to:

  • Understanding obstacles in your workplace
  • Identify time management mistakes and how to avoid them
  • Setting SMART goals
  • Balancing your workload
  • Stop procrastinating and get the job done
  • Having a customer service focus
  • Identify and meet customer expectation
  • Communicate more effectively
  • Telephone techniques to improve communication over the phone

Leadership Skills

Being an effective leader, means you are the crucial figure between the employee on the service floor or desk, and managers of the business. You have the power to turn on or turn off the productivity of the people who work for you. You need the skills required to get the best from yourself and the people you lead.

In this program, you will learn ways to:

  • Prioritise, plan and manage your time more effectively
  • Identify your leadership style and techniques for maximising that style
  • Develop more flexibility to use other styles for better performance
  • Use communication as a leadership tool
  • Meet employee and co-worker needs through better communication and coaching
  • Deal with conflict and difficult employee issues

Building & Motivating Teams

Great Teams are an important building block for successful companies. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the basic unit that supports your business.

This program focuses on skills required in Building and Motivating successful teams to create a more dynamic, loyal and energised environment to get the best from each team member

In this program, you will learn ways to:

  • Understand the value of working together as a team
  • Develop team norms and ground rules
  • Identify your team player style and how to use it effectively with your team
  • Build team trust and identify the stages of your team
  • Identify what motivation is for you and your team
  • Learn common motivational theories and how to apply them
  • Create and maintain a motivational climate

Delegating & Coaching Successful Teams

Effective delegation and coaching are valuable skills to master in your role as a leader. They not only help reduce your workload, but also develop employee skills. Being an effective Coach, involves being a role model, sometimes, a counsellor or supporter, and always a guide. Knowing how and when to delegate and coach is an essential skill that can benefit both you and your company.

In this program, you will learn ways to:

  • Know how delegation fits into your job to make it more successful
  • Explore different ways of delegating tasks
  • Use an 8 step process for effective delegation
  • Identify delegation pitfalls and how to avoid them
  • Understand how coaching can be used to develop your team
  • Use coaching skills to improve individual performances
  • Adopt behaviours and practices of an effective coach
  • Identify employee problems and ways you can help correct them

Managing Employee Performance & Giving Effective Feedback

As a leader, inspiring someone to be his or her best is no easy task. How you manage for optimum performance, creating a motivating environment that encourages people to go beyond their best, is part of your role. This program will help you learn ways to better manage employee performance and deliver effective feedback, so that people accept it and make the required changes to improve.

In this program, you will learn ways to:

  • Set individual goals for employee management and measuring
  • Use tools to help employees set and achieve goals
  • Use a 3 phase model for employees to achieve peak performance and evaluate their skills
  • Use motivational tools and techniques for better performance
  • Understand why feedback is essential
  • Use a framework for providing feedback
  • Use descriptive language in delivering feedback
  • Describe 6 characteristics of effective feedback
  • Provide feedback in real situations

The Generation Gap & Managing Conflict

There are currently five generations in the workforce, and employees faced with mass retirement of the baby boomers are looking for ways to prepare for the changes ahead.

To improve understanding, buy in and efficiency within your department requires an understanding of the different motivating factors, along with solutions and strategies to help overcome issues of working with the generations employed. In addition, since you cannot prevent employee conflict, the most important thing is to learn how to manage it in a productive way.

In this program, you will learn ways to:

  • Develop your understanding of the generation gap issues
  • Identify the impact it has on the modern workforce.
  • Understand and apply language specific to each generation in the workplace.
  • Explore strategies that overcome generation gap issues.
  • Evaluate the need and effectiveness of recruiting, retention, and succession plans in context of the generation gap
  • Recognise how your own attitudes and actions impact others
  • Find effective techniques for dealing with difficult people
  • Learn techniques for managing and dealing with anger
  • Develop strategies for dealing with difficult people and situations

Stress Management & Public Speaking

Many of today’s workforce, are experiencing job burnout and stress in epidemic proportions. Workers at all levels feel stressed out, insecure, and misunderstood. Many people feel the demands of the workplace, combined with the demands of home, have become too much to handle, and it is affecting productive and safe work practices. In addition, many new leaders are required to make presentations to audiences they are not used to. Be it new employees or a workplace meeting, leaders often find it difficult to think on their feet, organise thoughts and deliver in a meaningful way.

In this program, you will learn ways to:

  • Understand stress is a positive unavoidable part of life
  • Recognise the symptoms of stress overload
  • Identify situations that cause the greatest stress
  • Change situations and actions that can be changes
  • Deals better with situations and actions that can’t be changed
  • Create and action plan to help reduce and manage stress at home, work & play
  • Speak with more confidence in conversation and meetings
  • Controlling nervousness
  • Organise your thoughts and ideas and how to convey them with impact
  • Practice in a safe and supportive setting