HOST A SOFT SKILLS OR LIFE SKILLS WORKSHOP

HUMAN RESOURCES

ANGER MANAGEMENT: UNDERSTANDING ANGER (1 DAY)


BRIEF DESCRIPTION
Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organisations, and societies do well. Research tells us that those who do manage their anger at work are much more successful than those who don’t. The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success, as well as minimises destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her day less troublesome. This workshop is to help give you and your organisation that edge. LEARNING OBJECTIVES
During this workshop, you will learn how to:
• Recognise how anger affects our bodies, our minds, and our behaviour
• Use the six-step method to break and replace old patterns with assertive anger
• Be better able to control your own emotions when faced with other peoples’ anger
• Be better able to identify ways to help other people safely manage their anger COURSE CONTENT
Topics to be covered in this workshop include:
• How anger affects our bodies and our minds
• Coping thoughts
• Express feelings appropriately
• Prevent a build-up of frustration
• How to deal with issues
• Staying calm
• Identifying anger pay-offs
• Relaxation techniques
• Identifying trigger thoughts
• Developing your personal sanctuary
• Identifying and changing distorted thoughts




BUILDING YOUR SELF-ESTEEM AND ASSERTIVENESS SKILLS (1 DAY)


BRIEF DESCRIPTION


Building your self-esteem is essential for confidence and success, and it all begins with you. Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be enormously painful. During this workshop, you will discover some simple techniques that dramatically change how you feel about yourself. You will learn how to recognise the importance of learning self-acceptance and nurturing your sense of self.

LEARNING OBJECTIVES


During this workshop, you will:


• Grow in the conviction that you are competent and worthy of happiness
• Develop some techniques for making a positive first impression
• Learn how to turn negative thoughts into positive thoughts
• Learn how to make requests so that you get what you want
• Find ways of connecting with people

COURSE CONTENT


Topics to be covered in this workshop include:


• Building your self-esteem
• Putting others at ease
• Make positive first impressions
• Fake it ‘til you make it!
• Internal self-esteem factors
• Projecting self-confidence
• Negative vs positive thinking
• Distorted thinking
• How to wipe out worry
• Communication skills
• Giving and receiving compliments




BUSINESS ETIQUETTE: GAINING THAT EXTRA EDGE (1 DAY)


BRIEF DESCRIPTION


In today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need business savvy and the ability to establish yourself credibly. A faux pas at the wrong time can damage your career. If you are newly appointed to a management position, or if you interact with people you don’t know regularly, this workshop can help you succeed. If you want to enhance and polish your business image, or if you just want to avoid feeling uncomfortable in the corporate world. This workshop will allow you to take a quantum leap forward in skill, sophistication and confidence.

LEARNING OBJECTIVES


During this workshop, you will learn how to:


• Make finesse introductions, from shaking hands and eye contact to remembering names
• Dress appropriately for every business occasion
• Feel more confident about your business communication in every situation
• Use your business cards wisely
• Perfect your handshake
• Gain that extra edge that establishes trust and credibility

COURSE CONTENT


Topics to be covered in this workshop include:


• How business etiquette is crucial to your career
• How to make a good first impression
• Ways of remembering names
• Business card etiquette
• Dining etiquette
• How to shake hands
• Deciphering the dress code
• What to include in a business wardrobe
• Telephone etiquette
• E-mail etiquette




CELEBRATING DIVERSITY IN THE WORKPLACE (1 DAY)


BRIEF DESCRIPTION
The workforce has changed dramatically over the years. More than ever, a workplace is a diverse collection of individuals proud of whom they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. The challenge becomes: how can we make these diverse individuals work as a team? We all know what happens to organisations that don’t have effective teamwork: they fail. Failing to embrace diversity can also have serious legal costs for corporations.
LEARNING OBJECTIVES
This workshop will help you to:
• Understand what “diversity” and its related terms mean
• Be aware of how aware you are of diversity and where you can improve
• Understand how changes in the world have affected you and your view
• Be able to identify your stereotypes
• Understand what terms are politically correct and which are not, and why
• Be familiar with the four cornerstones of diversity
• Understand what the pitfalls are relating to diversity and how to avoid them
• Develop a technique for dealing with inappropriate behaviour
• Develop a management style to encourage diversity
• Know what to do if you or one of your employees feels discriminated against COURSE CONTENT
Topics to be covered in this workshop include:
• Defining “diversity.”
• How does diversity affect me?
• Identifying stereotypes
• Wise words
• The cornerstones of diversity
• How to discourage diversity
• The STOP technique
• Managing for diversity
• Dealing with discrimination




CHANGE MANAGEMENT: CHANGE AND HOW TO DEAL WITH IT (1 DAY)


BRIEF DESCRIPTION
Managers traditionally have had the task of contributing to the effectiveness of their organisation while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior
management. Managers who have an understanding of the dynamics of change are better equipped to analyse the factors at play in their own particular circumstances, and to adopt practical strategies to deal with resistance. This workshop will help you deal with change, and will give you strategies to bring back to your employees. LEARNING OBJECTIVES
During this workshop, you will learn to:
• Accept that there are no normal or abnormal ways of reacting to change
• See change as an essential element that is positive
• Recognise that adapting to change is all about attitude
• Identify the stages of change we go through as we learn to deal with change
• See change as an opportunity for self-motivation and innovation
• Develop strategies for dealing with and accepting changes in your organisation COURSE CONTENT
Topics to be covered in this workshop include:
• What is change?
• The change cycle
• The human reaction to change
• The pace of change
• The pyramid response to change
• A four-room apartment
• Dealing with resistance
• Adapting to change
• Strategies for dealing with change
• Managing anger
• Managing stress




COMMUNICATION STRATEGIES (2 DAYS)


BRIEF DESCRIPTION
This workshop is designed to help you improve your interactions with other people in your workplace or at home. It gives participants the opportunity to improve the critical communication skills of listening, asking questions, and being aware of non-verbal messages. It can also help participants who are struggling to find that middle ground between being too aggressive and too passive; and how to counter the manipulative tactics of difficult people. Participants also learn more about the elements of communication with others that help reveal appropriate information about ourselves; and how to manage ourselves better for a professional image. LEARNING OBJECTIVES
This workshop will help you to:
• Identify common communication problems that may be holding you back
• Develop skills in asking questions that give you the information you need
• Learn what your non-verbal messages are telling others
• Develop skills in listening actively and empathetically to others
• Learn how to stand your ground and make your feelings heard
• Enhance your ability to handle difficult situations without being manipulated
• Be aware of the five types of relationships COURSE CONTENT
Topics to be covered in this workshop include:
• 10 commandments of positive relationships
• Self-awareness
• Feeling competent
• Communication barriers
• Asking good questions
• Listening skills
• Johari window
• Improving your self-image
• Five approaches to relationships
• Your frame of reference
• The assertive formula
• Saying ‘no’




CONDUCTING EFFECTIVE PERFORMANCE REVIEWS (3 DAYS)


BRIEF DESCRIPTION
Performance reviews are an essential component of employee development. Someone once said, “If you always do what you’ve always done, you’ll always get what you’ve always got.” And, remember what the German philosopher, Goethe, said: “Treat people as if they were what they ought to be, and you help them become what they are capable of being.” Setting goals and objectives will give supervisors and employees a unified focus and targets to aim for. Supervisors must also learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop. Performance appraisals involve all these activities. LEARNING OBJECTIVES
At the end of this workshop, you will be able to:
• Recognise the importance of having a performance appraisal process for employees
• Understand how to work with employees to set performance standards and goals
• Develop skills in observing and giving feedback, and listening and asking questions, for improved performance
• Identify an effective interview process, and have the opportunity to practice the process in a supportive atmosphere
• Develop strategies for managing employee performance COURSE CONTENT
Topics to be covered in this workshop include:
• The importance of performance appraisals
• How to avoid stereotyping
• Developing standards and goals
• Documenting performance
• Performance feedback and coaching
• Developing an interview format
• The appraisal as a two-way process
• Managing employee performance
• How to fire someone
• Accepting criticism




CONFLICT RESOLUTION: DEALING WITH DIFFICULT PEOPLE (1 DAY)


BRIEF DESCRIPTION
Edward Deming, the father of Quality Management, said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job; but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems, and give you some strategies you can adopt at work and in your personal life. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise how your own attitudes and actions impact on others
• Find new and effective techniques for managing negative emotions
• Develop coping strategies for dealing with difficult people and difficult situations
• Identify those times when you have the right to walk away from a difficult situation
• Learn some techniques for managing and dealing with anger COURSE CONTENT
Topics to be covered in this workshop include:
• Interactions with others
• Reciprocal relationships
• Anthony Robbins’ agreement frame
• Dealing with change
• The five-step process
• Managing your anger
• Managing other people’s anger
• Why don’t people do what they are supposed to?
• Causes of difficult behavior
• De-stress options




CONFLICT RESOLUTION: GETTING ALONG IN THE WORKPLACE (2 DAYS)


BRIEF DESCRIPTION
Edward Deming, the father of Quality Management, said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job; but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems, and give you some strategies you can adopt at work and in your personal life. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise how your own attitudes and actions impact on others
• Find new and effective techniques for managing negative emotions
• Develop coping strategies for dealing with difficult people and difficult situations
• Identify those times when you have the right to walk away from a difficult situation
• Learn some techniques for managing and dealing with anger COURSE CONTENT
Topics to be covered in this workshop include:
• Interactions with others
• Reciprocal relationships
• Anthony Robbins’ agreement frame
• Dealing with change
• The five-step process
• Managing your anger
• Managing other people’s anger
• Why don’t people do what they are supposed to?
• Causes of difficult behavior
• De-stress options




EMPLOYEE DISPUTE RESOLUTION AND MEDIATION THROUGH PEER REVIEW (1 DAY)


BRIEF DESCRIPTION
Have you ever been in a workplace situation where a supervisor has made a decision that you didn’t agree with? Did you wish that you could ask someone else what they thought of the decision; whether they would have done the same thing? The peer review process offers employees just that chance, using a formalised process. In this workshop, you will cover all aspects of the process: from initiating the process; to choosing a facilitator and panel members; then having a hearing and making a decision. LEARNING OBJECTIVES
This workshop will help you to:
• What the peer review process is
• How employees file grievances and how management should respond
• How a facilitator and a panel is chosen
• What is involved in the hearing process, from preliminary meetings to the hearing itself, to the decision process
• What responsibilities and powers a panel should have
• Questioning techniques
• Why peer review panels fail and how to avoid those pitfalls COURSE CONTENT
Topics to be covered in this workshop include:
• What is peer review?
• Initiating the process
• Setting up the peer review panel
• Questioning techniques
• Overview of the peer review process: pre-meeting, hearing,
and decision meeting
• Walkthrough of a sample panel, with case files
• Why does the process fail?
• How can we ensure the process succeeds?




HIRING SMART: BEHAVIOURAL INTERVIEWING TECHNIQUES (2 DAYS)


BRIEF DESCRIPTION
This workshop concentrates on the pre-interview preparation; developing questions and their value; the interview techniques that get specific, behaviour-based examples of past performance; and the strategies that follow through on this process. This workshop takes the behavioural interview even further with a discussion of communication techniques and the use of other types of interview questions. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise the costs incurred by an organisation when a wrong hiring decision is made
• Develop a fair and consistent interviewing process for selecting employees
• Prepare better job advertisements and use a variety of markets
• Be able to develop a job analysis and position profile
• Use traditional, behavioural, achievement-oriented, holistic, and situational interview questions
• Enhance communication skills that are essential for a skilled recruiter
• Effectively interview difficult applicants
• Check references more effectively
• Understand the basic employment and human rights laws that can affect the hiring process COURSE CONTENT
Topics to be covered in this workshop include:
• The cost of hiring errors
• Why use behavioural interview techniques
• How to get the information you need
• Advertising guidelines
• Communication skills
• Writing the interview questions
• Defensible resume screening
• Developing an effective interview format
• Ethical and legal issues
• Interviewing techniques
• Asking questions and listening for answers
• Reference checks




MANAGING STRESS BEFORE IT MANAGES YOU (1 DAY)


BRIEF DESCRIPTION
This workshop explores the harmful long-term effects of stress on our mental and physical health, and provides suggestions for managing our individual stresses
more effectively. Strategies may include changes in lifestyle, stress management techniques such as relaxation and exercise, and the use of music or humour as
coping strategies. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Understand that stress is a positive, unavoidable part of everybody’s life
• Recognise the symptoms that tell you when you have “chronic stress overload”
• Identify those situations in your life that cause you the greatest stress
• Identify those actions which add to your stress
• Change the situations and actions that can be changed
• Deal better with situations and actions that can’t be changed COURSE CONTENT
Topics to be covered in this workshop include:
• Defining stress
• How does stress affect us?
• What is stress about?
• Stress and time
• The stress tax
• Managing stress
• Stress and gender
• Taking care of your body and your mind
• Basic stress management strategies
• The “less stress” lessons
• Plan for the future




MOTIVATING YOUR WORKFORCE (1 DAY)


BRIEF DESCRIPTION
It’s no secret that employees who feel valued and recognised for the work they do are more motivated, responsible, and productive. This workshop helps supervisors and managers create a more dynamic, loyal, and energised workplace. This workshop is designed specifically to help busy managers and supervisors understand what employees want, and provides them with a starting point for creating champions. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Identify what ‘motivation” is
• Learn about common motivational theories and how to apply them
• Learn when to use the carrot, the whip, and the plant
• Discover how fear and desire affect employee motivation
• Explore ways to create a motivational climate and design a motivating job COURSE CONTENT
Topics covered in this workshop include:
• Motivational theories
• The carrot, the whip, and the plant
• Fear and desire
• Setting goals
• The role of values
• Creating a motivational climate
• The expectancy theory
• Designing a motivational job
• A motivational checklist




NEGOTIATING FOR RESULTS (1 DAY)


BRIEF DESCRIPTION
This workshop provides you with an interactive approach to negotiations. The skills you acquire will help you in your role as a mediator and negotiator, as well as in your day-to-day responsibilities. You will be encouraged to focus on interests rather than positions so that you can develop relationships of mutual trust, fairness, and respect for one another. This approach promotes balanced and lasting partnerships to solve workplace problems. You will also learn effective communication skills, problem-solving, and consensus building to turn face-to-face confrontations into side-by-side problem-solving. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Understand the benefits of excellent negotiating skills that take the interests of both parties into consideration
• Have an increased ability to negotiate more effectively by turning face-to-face confrontation into side-by-side problem solving
• Recognise that creating “win-win” solutions is the only sustainable solution
• Identify those techniques that will be most effective in stressful negotiation situations
• Develop skills that take the interests of both parties into consideration COURSE CONTENT
Topics covered in this workshop include:
• Mutual gains bargaining
• Basic elements of negotiation
• Criteria for judging negotiation methods
• Mutual gain options
• Negotiation essentials
• Challenges to negotiating
• Overcoming fear
• Preparing for negotiation
• Positional bargaining




OFFICE ETHICS AND YOU: MAKING GOOD DECISIONS (2 DAYS)


BRIEF DESCRIPTION
What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This workshop will not provide you with an easy way to solve every ethical decision you will ever have to make. However, it will help you define your ethical framework to make solving those ethical dilemmas easier. We’ll also look at some tools that you can use when faced with an ethical decision. We will also look at techniques you can use to avoid getting stuck in an ethical quandary. Best of all, we’ll look at a lot of case studies so that you can practice making decisions in a safe environment. LEARNING OBJECTIVES
This workshop will help you to:
• Understand the difference between ethics and morals
• Understand the value of ethics
• Identify some of your values and moral principles
• Be familiar with some philosophical approaches to ethical decisions
• Identify some ways to improve ethics in your office
• Know what is required to start developing an office code of ethics
• Know some ways to avoid ethical dilemmas
• Have some tools to help you make better decisions COURSE CONTENT
Topics covered in this workshop include:
• The definition of ethics and morals
• Identification of your values
• Kohlberg’s six stages of moral development
• Basic philosophical approaches
• Core decision-making tools
• Tools specific to ethical decision making
• 22 golden keys to an ethical office
• Dilemmas with co-workers, supervisors, clients, and company policy
• How to avoid dilemmas
• Recovering from a mistake




ORIENTATION HANDBOOK: GETTING EMPLOYEES OFF TO A GOOD START (2 DAYS)


BRIEF DESCRIPTION
One of the reasons people change jobs is that they never feel sincerely welcome as an essential part of the organisation they join. If a company spends considerable money recruiting, interviewing, and perhaps even relocating employees, it makes sense to go one step further by making the new employee feel like they have made the right decision by joining your company. A comprehensive new employee orientation programme, coupled with an employee handbook that communicates workplace policies, can reduce turnover and save
your organisation thousands of rands. Whether your company has two employees or two thousand employees, don’t leave new employee orientation to chance. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand how important an orientation programme is to an organisation
• Identify the role of the human resource department in the orientation programme
• Recognise how the “commitment curve” affects both new employees and their managers
• Know what companies can do to deliver their promise to new employees
• Determine the critical elements of effective employee training
• Know the importance of having an employee handbook for new and long-term employees COURSE CONTENT
Topics covered in this workshop include:
• Finding, hiring, and keeping good people
• Building employee commitment
• Fast-track orientation
• Designing a successful orientation programme
• The commitment curve
• Adult learning principles and how to apply them
• Learning styles inventory
• Creating an employee manual
• An orientation checklist




PROBLEM-SOLVING AND DECISION MAKING (2 DAYS)


BRIEF DESCRIPTION
As an individual, facts and knowledge can only go so far. Solving problems requires the ability to define the real problem, analyse the possible causes, create options, select the most feasible option, and implement it. This workshop helps individuals enhance their ability to create sustainable solutions; and learn new ways to approach problem-solving to reach win-win decisions. LEARNING OBJECTIVES
This workshop will help you to:
• Increase your awareness of problem-solving steps and tools
• Distinguish root causes from symptoms to identify the right solution for the problem
• Improve your problem solving and decision-making skills through identifying your problem-solving style
• Improve your ability to participate and communicate regarding collaborative problem-solving processes
• Recognise the top ten rules of effective decision making COURSE CONTENT
Topics covered in this workshop include:
• Practical application in problem-solving
• Define “problems”
• Describe the ideal problem solver
• Identify the types of problems encountered
• The Problem-solving Model
• Using fishbone analysis
• Problem-solving toolkit
• Facts vs information
• 10 ingredients for sound decision making
• Gradients of agreement
• The decision-making process
• Decision-making traps
• Problems as given/problems as understood
• Types of decisions (including bad ones!)
• Implementing a decision




TIME MANAGEMENT: GET ORGANISED FOR PEAK PERFORMANCE (1 DAY)


BRIEF DESCRIPTION
Time is money, and lots of it gets lost in disorganisation and disruption. This workshop helps you organise and prioritise for greater workplace efficiency. You will learn how to get a tight grip on your office space, organise your workflow, how to use your planner effectively, say no without guilt, and delegate some of your work to other people. This workshop is full of ideas for organising your
work area and your paperwork while working on the “right” things. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Better organise yourself and your workspace for peak efficiency
• Understand the importance of the most useful techniques for setting and achieving goals
• Identify the right things to be doing and develop plans for doing them
• Learn what to delegate and how to delegate well
• Take control of those things that would derail workplace productivity COURSE CONTENT
Topics covered in this workshop include:
• Left brain/right brain thinking
• Case study: a day at the office
• Setting goals
• Planning tools
• The four D’s
• Organising your workspace
• Organising files for retrieval
• Managing your workload
• Delegation
• Projects
• Setting a ritual




WORKPLACE HARASSMENT: WHAT IT IS AND WHAT TO DO ABOUT IT (2 DAYS)


BRIEF DESCRIPTION
Workplace harassment costs individuals, organisations, and government enormous amounts of time and money every day, and that’s just the financial cost. No wonder companies are working to be more proactive in preventing harassment. How do you prevent harassment from occurring? What sorts of policies should be in place? What should managers do to protect their employees? If a complaint is filed, what do you do? All of these questions are answered in this workshop. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Understand what is acceptable or unacceptable behaviour in the workplace; and why
• Understand the benefits of harassment training
• Define the various types of harassment, including sexual harassment
• Assist in creating a harassment policy
• Know ways to prevent harassment and understand what role you can play
• Know how to protect yourself from harassment
• Know what to do if you are harassed or accused of harassment
• Understand the complaint process from the complaint; to the reply; and solution – including mediation or investigation
• Identify situations where mediation is appropriate, and understand how mediation works in those situations
• Identify appropriate solutions for a harassment incident
• Know what to do if a complaint is false
• Help your workplace return to normal after a harassment incident COURSE CONTENT
Topics covered in this workshop include:
• Defining harassment
• The purpose of training
• Sexual harassment
• Creating a harassment policy
• Other prevention strategies
• Nipping it in the bud
• Protecting yourself
• What if it happens to me?
• What if it’s happening to someone else?
• Someone has filed a complaint against me!
• False complaints
• Mediation
• Investigating a complaint
• Making the decision
• Solutions
• After it’s over




WORKPLACE VIOLENCE: HOW TO MANAGE ANGER AND VIOLENCE IN THE WORKPLACE (3 DAYS)


BRIEF DESCRIPTION
Violence has many roots – including frustration. This frustration can stem from feeling inadequate at one’s job, low pay, chronic understaffing, disagreement with co-workers, and even team miscommunication. If not sufficiently addressed, frustration can lead to anger, causing the individual to respond with inappropriate behaviours such as physical violence to people or objects, threats, and inappropriate displays of emotion. These inappropriate behaviours can make other staff members feel threatened; triggering anger in them as well. Because anger and violence can have so many causes, this workshop takes a comprehensive look at anger and violence. The systems we teach give your staff and your organisation a strong foundation for a violence-prevention policy and programme. LEARNING OBJECTIVES
This workshop will help you to:
• Understand what workplace violence is
• Identify some warning signs of violence
• Understand the cycle of anger
• Understand Albert Bandura’s behaviour wheel and how it applies to anger
• Develop a seven-step process for managing your anger and others’ anger
• Have better communication and problem-solving skills, which will reduce
frustration and anger
• Develop other ways of managing anger, including coping thoughts
and relaxation techniques
• Be familiar with the nine components of an organisational approach
to managing anger, including risk assessment processes
• Know what to do if a violent incident occurs in the workplace at individual and organisational levels COURSE CONTENT
Topics covered in this workshop include:
• What is “workplace violence”?
• Understanding the behaviour wheel
• The anger management process
• Communicating better
• Six basic problem-solving tools
• Other ways of managing anger
• A systems approach
• Developing a policy and programme
• Risk assessment
• Hiring practices
• Workplace design
• Workplace practices and procedures
• Security systems and personnel
• Developing emergency response plans
• Programme review
• Developing a threat response
• The immediate response
• Consulting with the experts
• Gathering additional information
• Re-evaluation
• Communication
• Employee interview
• Risk level analysis
• Review and options
• Analysing the impact
• Incident response checklist
• Process application





MARKETING & SALES

BUILDING RELATIONSHIPS FOR SUCCESS IN SALES (1 DAY)


BRIEF DESCRIPTION
No one questions that making friends is a good thing. Ultimately, the business of business is making friends, and the role of all sales professionals is making friends and building relationships. Strategic friendships make or break any business regardless of its size or business sector. LEARNING OBJECTIVES
This workshop will help you to:
• Learn the secrets of being a friend in sales
• Identify strategies for building strategic sales relationships and finding personal fulfilment in the process
• Enjoy greater sales success COURSE CONTENT
Topics covered in this workshop include:
• How to get people to like you
• Influences in forming relationships
• Building customer relationships
• Self-disclosure
• How to win friends and influence people
• Communication skills
• Sending the right non-verbal messages
• Managing mingling
• Networking effectively
• Developing an effective handshake
• Business card do’s and don’ts
• Tips on remembering names




CUSTOMER SERVICE TRAINING: CRITICAL ELEMENTS OF CUSTOMER SERVICE (2 DAYS)


BRIEF DESCRIPTION
Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with unreasonable people? Do you struggle to solve problems? Do you know who your customers are and their specific needs? Do you have individual and organisational goals to strive for? This workshop will help you in all of these areas, and more! LEARNING OBJECTIVES
This workshop will help you to:
• Recognise that service delivery is an individual response value
• Understand how your behaviour impacts the behaviour of others
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Learn some ways to make customer service a team approach COURSE CONTENT
Topics covered in this workshop include:
• What is customer service?
• Who are your customers, and what do they need or want?
• Understanding and meeting expectations
• Presenting yourself properly
• Setting goals and targets
• Setting standards
• Acting assertively when appropriate
• Communication skills
• Telephone techniques
• Managing stress
• Dealing with difficult people
• Steps to problem-solving
• Resolving conflict
• Service pride




DYNAMITE SALES PRESENTATIONS (1 DAY)


BRIEF DESCRIPTION
An excellent sales presentation with bells-and-whistles and expert technical knowledge is impressive to prospects and clients; understanding how your products and services help solve peculiar problems, and clearly communicating the advantages of your solutions relative to competitors is just as important. This workshop focuses on your formal written proposals and in-person presentations. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Identify the key elements of a quality proposal
• Know how to write a winning proposal
• Perfect your first impression, including your dress and your handshake or greeting
• Feel more comfortable and professional in face-to-face presentations COURSE CONTENT
Topics covered in this workshop include:
• Business writing basics
• Writing a proposal
• Writing your proposal
• Getting thoughts on paper
• Basic formats
• Editing
• The finishing touches
• The handshake
• Getting ready for your presentation
• Elements of a successful presentation
• Dressing appropriately
• Dealing with questions




MARKETING AND SALES (1 DAY)


BRIEF DESCRIPTION
A relatively small marketing budget doesn’t mean you can’t meet your goals and business objectives; you can be more creative in your marketing tactics. This workshop shows you how to get maximum exposure at minimum cost. Learn effective, low-cost, and no-cost strategies to improve sales, develop your company’s image, and build your bottom line. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise what we mean by “marketing”
• Discover how to use low-cost publicity to get your name known
• Know how to develop a marketing plan and a marketing campaign
• Use your time rather than your money to market your company effectively
• Develop a budget for your marketing activities, based on available financial resources – and stick to your budget
• Identify strategies for finding and keeping customers COURSE CONTENT
Topics covered in this workshop include:
• Defining marketing
• Recognising trends
• Marketing strategies and research
• 9 Ps of marketing
• Market planning
• Preparing for trade shows
• 88 easy ways to market yourself
• Saying “no” to new business
• Increasing business
• Networking
• Communication tips




OVERCOMING OBJECTIONS AND CLOSING THE SALE (1 DAY)


BRIEF DESCRIPTION
If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale.

This workshop will help you plan, prepare and execute proposals and presentations that address customer concerns, reduce the number of objections you encounter, and improve your average when closing sales. LEARNING OBJECTIVES
This workshop will help you to:
• Identify the steps you can take to build your credibility
• Identify those objections that you encounter most frequently
• Develop appropriate responses when prospective buyers throw you a curve
• Disarm objections with proven rebuttals that get the sale back on track
• Recognise when a prospect is ready to buy
• Be prepared to present options and be willing to negotiate COURSE CONTENT
Topics covered in this workshop include:
• Credibility
• Your competition
• Critical communication skills
• Observing
• Customer service complaints
• Overcoming objections
• How can teamwork help me?
• Pricing issues
• Handling other objections
• Buying signals
• Closing the sale




PROSPECTING FOR LEADS LIKE A PRO (1 DAY)


BRIEF DESCRIPTION
Prospecting is the key to your sales success. Your success today is a result of the prospecting you did previously. In this one-day workshop, you will become skilled at networking and learn the 80/20 rule (The Pareto Rule). At the end of this workshop, you will know who to target and how to target them, how to make prospecting a daily habit, when and how to make cold calls, how to follow up on leads, and effective networking. You will also build your personal prospecting plan to ensure your future by planting seeds daily. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand the importance of expanding a client base through
effective prospecting
• Identify target markets and target companies with the 80/20 rule in mind
• Develop and practice networking skills at every opportunity
• Develop, refine, and execute the art of cold calling
• Create a personal prospecting plan to turn leads into clients
• Increase your sales by implementing your prospecting plan COURSE CONTENT
Topics covered in this workshop include:
• Targeting your market
• The prospect board
• Setting goals
• About Prospecting
• Networking
• Public speaking
• Making trade shows work for you
• Regaining lost accounts
• Warming up cold calls
• The 80/20 rule
• It’s not just a numbers game
• Going above-and-beyond




SELLING SMARTER (1 DAY)


BRIEF DESCRIPTION It’s no secret that selling has changed in recent years. Selling is an exciting and dynamic profession, yet it is one of the most underrated and misunderstood. The back-slapping and joke-telling huckster must disappear and be replaced by a new generation of highly trained and groomed sales professionals who are honest, trustworthy, and competent. Today’s top salespeople are in the business of identifying needs and wants, and providing prospects and customers with solutions that result in mutual satisfaction for both the buyer and the seller. This workshop will help you develop the skills you need to sell smarter. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand and embrace that helping others get what they want gives you more of what you want
• Use goal-setting techniques as a way to focus on what you want to accomplish, and develop strategies for getting there
• Recognise the difference between features and benefits of products and services, and develop a plan for increasing product knowledge
• Identify and present the competitive advantages of your products and services
• Be proactive in handling potential objections
• Be more successful at asking for the business
• Recognise the importance of effective communication in the sales process by improving your abilities to listen, ask questions, and send appropriate body language messages COURSE CONTENT
Topics covered in this workshop include:
• Essential selling skills
• What is selling?
• Features and benefits
• Smart goals
• Time management
• Customer service
• Types of selling
• Ten major mistakes
• Finding new clients
• Selling price




TELEMARKETING: USING THE TELEPHONE AS A SALES TOOL (1 DAY)


BRIEF DESCRIPTION
We never stop learning how to improve our selling skills. Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone, and where it fits into your sales and marketing mix. The phone can supplement and enhance – even replace – other means of marketing and selling. This personal approach can dramatically increase your sales success. This workshop will help you hone your communication skills, your ability to persuade while personalising each sales call to a person and their situation. LEARNING OBJECTIVES
This workshop will help you to:
• Learn how to warm up your sales approach to reduce your fear of cold-calling
• Choose the right environment for telephone selling
• Identify ways to make a positive first impression
• Identify strategies that help you speak to the decision-maker
• Learn what to say to create interest, handle objections, and close the sale
• Generate more leads and repeat business by using the telephone more effectively
• Enhance communication skills, from first-impression to closing the sale COURSE CONTENT
Topics covered in this workshop include:
• Change your skills, change your income
• Separating your company from the competition
• Building trust and respect
• Johari window
• The importance of excellent communication skills
• Developing your script
• Pre-call planning
• Phone tag and callbacks
• Follow-up
• Your sales message when you must sell by telephone





PROJECT MANAGEMENT

BUILDING BETTER TEAMS THROUGH TEAMWORK (1 DAY)


BRIEF DESCRIPTION
Teams have become a fundamental building block of the strategy of successful organisations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the central component of most organisations in the private, non-profit, and government sectors. With teams at the core of corporate strategy, an organisation’s success often depends on how well team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to do its best? Do you work well together? In most teams, the energies of individual members work at cross purposes. Individuals may work extraordinarily hard, but their efforts do not translate into team effort, and this results in wasted energy. By contrast, when a team becomes more aligned, a commonality of direction emerges, and individual energies harmonise. You have a shared vision and an understanding of how to complement each other’s efforts. As jazz musicians say, “You are in the groove.” LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Provide an opportunity for participants to get to know one another and share ideas for developing their teams
• Understand the value of working as a team
• Recognise the critical role communication skills will play in building and maintaining a team atmosphere
• Explore your team player style and identify how it can be used effectively with your team
• Identify ways that team members can be involved and grow in a team setting COURSE CONTENT
Topics covered in this workshop include:
• Defining “teams”
• Establishing team norms
• Working as a team
• Glenn Parker team survey
• Building team trust
• The stages of team development
• Towers
• Communication
• Becoming a good team player




DEVELOPING HIGH-PERFORMANCE TEAMS (3 DAYS)


BRIEF DESCRIPTION
There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the talent of each team members, this workshop looks at current leadership practices that work. We cover practical topics and discuss some theory. In addition, you’ll acquire tools to help you grow, such as SWOT analysis and team action plans. This unique combination of theory, tools, practice, and various team-building exercises will turn your team into a high-powered machine. LEARNING OBJECTIVES
This workshop will help you to:
• Identify different types of teams
• Build teamwork by recognising and tapping into the twelve characteristics of an effective team
• Promote trust and rapport by exploring your team player style and how it impacts on group dynamics
• Recognise the key elements that move a team from involvement to empowerment, and how to give these elements to your team
• Develop strategies for dealing with team conflict
• Understand how action planning and analysis tools can help your team perform better COURSE CONTENT
Topics covered in this workshop include:
• Organisations today
• Types of teams
• Team Norms
• Towers
• Beckhart’s activities
• The four stages of team development
• Parker’s characteristics
• Civilised disagreements and consensus
• Clear roles and assignments
• Shared leadership
• Scrambled eggs
• Glen Parker team survey
• The trust relationship model
• Creativity
• De Bono’s Six Thinking Hats
• Problem identification
• Exploration
• Analysis
• Evaluation
• Other problem-solving techniques
• Interventions
• Resolving conflict
• SWOT analysis
• Developing team action plans





SPEAKING

BUILDING RELATIONSHIPS FOR SUCCESS IN SALES (1 DAY)


BRIEF DESCRIPTION
No one questions that making friends is a good thing. Ultimately, the business of business is making friends, and the role of all sales professionals is making friends and building relationships. Strategic friendships make or break any business regardless of its size or business sector. LEARNING OBJECTIVES
This workshop will help you to:
• Learn the secrets of being a friend in sales
• Identify strategies for building strategic sales relationships and finding personal fulfilment in the process
• Enjoy greater sales success COURSE CONTENT
Topics covered in this workshop include:
• How to get people to like you
• Influences in forming relationships
• Building customer relationships
• Self-disclosure
• How to win friends and influence people
• Communication skills
• Sending the right non-verbal messages
• Managing mingling
• Networking effectively
• Developing an effective handshake
• Business card do’s and don’ts
• Tips on remembering names




CUSTOMER SERVICE TRAINING: CRITICAL ELEMENTS OF CUSTOMER SERVICE (2 DAYS)


BRIEF DESCRIPTION
Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with unreasonable people? Do you struggle to solve problems? Do you know who your customers are and their specific needs? Do you have individual and organisational goals to strive for? This workshop will help you in all of these areas, and more! LEARNING OBJECTIVES
This workshop will help you to:
• Recognise that service delivery is an individual response value
• Understand how your behaviour impacts the behaviour of others
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Learn some ways to make customer service a team approach COURSE CONTENT
Topics covered in this workshop include:
• What is customer service?
• Who are your customers, and what do they need or want?
• Understanding and meeting expectations
• Presenting yourself properly
• Setting goals and targets
• Setting standards
• Acting assertively when appropriate
• Communication skills
• Telephone techniques
• Managing stress
• Dealing with difficult people
• Steps to problem-solving
• Resolving conflict
• Service pride




DYNAMITE SALES PRESENTATIONS (1 DAY)


BRIEF DESCRIPTION
An excellent sales presentation with bells-and-whistles and expert technical knowledge is impressive to prospects and clients; understanding how your products and services help solve peculiar problems, and clearly communicating the advantages of your solutions relative to competitors is just as important. This workshop focuses on your formal written proposals and in-person presentations. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Identify the key elements of a quality proposal
• Know how to write a winning proposal
• Perfect your first impression, including your dress and your handshake or greeting
• Feel more comfortable and professional in face-to-face presentations COURSE CONTENT
Topics covered in this workshop include:
• Business writing basics
• Writing a proposal
• Writing your proposal
• Getting thoughts on paper
• Basic formats
• Editing
• The finishing touches
• The handshake
• Getting ready for your presentation
• Elements of a successful presentation
• Dressing appropriately
• Dealing with questions




MARKETING AND SALES (1 DAY)


BRIEF DESCRIPTION
A relatively small marketing budget doesn’t mean you can’t meet your goals and business objectives; you can be more creative in your marketing tactics. This workshop shows you how to get maximum exposure at minimum cost. Learn effective, low-cost, and no-cost strategies to improve sales, develop your company’s image, and build your bottom line. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise what we mean by “marketing”
• Discover how to use low-cost publicity to get your name known
• Know how to develop a marketing plan and a marketing campaign
• Use your time rather than your money to market your company effectively
• Develop a budget for your marketing activities, based on available financial resources – and stick to your budget
• Identify strategies for finding and keeping customers COURSE CONTENT
Topics covered in this workshop include:
• Defining marketing
• Recognising trends
• Marketing strategies and research
• 9 Ps of marketing
• Market planning
• Preparing for trade shows
• 88 easy ways to market yourself
• Saying “no” to new business
• Increasing business
• Networking
• Communication tips




OVERCOMING OBJECTIONS AND CLOSING THE SALE (1 DAY)


BRIEF DESCRIPTION
If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale.

This workshop will help you plan, prepare and execute proposals and presentations that address customer concerns, reduce the number of objections you encounter, and improve your average when closing sales. LEARNING OBJECTIVES
This workshop will help you to:
• Identify the steps you can take to build your credibility
• Identify those objections that you encounter most frequently
• Develop appropriate responses when prospective buyers throw you a curve
• Disarm objections with proven rebuttals that get the sale back on track
• Recognise when a prospect is ready to buy
• Be prepared to present options and be willing to negotiate COURSE CONTENT
Topics covered in this workshop include:
• Credibility
• Your competition
• Critical communication skills
• Observing
• Customer service complaints
• Overcoming objections
• How can teamwork help me?
• Pricing issues
• Handling other objections
• Buying signals
• Closing the sale




PROSPECTING FOR LEADS LIKE A PRO (1 DAY)


BRIEF DESCRIPTION
Prospecting is the key to your sales success. Your success today is a result of the prospecting you did previously. In this one-day workshop, you will become skilled at networking and learn the 80/20 rule (The Pareto Rule). At the end of this workshop, you will know who to target and how to target them, how to make prospecting a daily habit, when and how to make cold calls, how to follow up on leads, and effective networking. You will also build your personal prospecting plan to ensure your future by planting seeds daily. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand the importance of expanding a client base through
effective prospecting
• Identify target markets and target companies with the 80/20 rule in mind
• Develop and practice networking skills at every opportunity
• Develop, refine, and execute the art of cold calling
• Create a personal prospecting plan to turn leads into clients
• Increase your sales by implementing your prospecting plan COURSE CONTENT
Topics covered in this workshop include:
• Targeting your market
• The prospect board
• Setting goals
• About Prospecting
• Networking
• Public speaking
• Making trade shows work for you
• Regaining lost accounts
• Warming up cold calls
• The 80/20 rule
• It’s not just a numbers game
• Going above-and-beyond




SELLING SMARTER (1 DAY)


BRIEF DESCRIPTION It’s no secret that selling has changed in recent years. Selling is an exciting and dynamic profession, yet it is one of the most underrated and misunderstood. The back-slapping and joke-telling huckster must disappear and be replaced by a new generation of highly trained and groomed sales professionals who are honest, trustworthy, and competent. Today’s top salespeople are in the business of identifying needs and wants, and providing prospects and customers with solutions that result in mutual satisfaction for both the buyer and the seller. This workshop will help you develop the skills you need to sell smarter. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand and embrace that helping others get what they want gives you more of what you want
• Use goal-setting techniques as a way to focus on what you want to accomplish, and develop strategies for getting there
• Recognise the difference between features and benefits of products and services, and develop a plan for increasing product knowledge
• Identify and present the competitive advantages of your products and services
• Be proactive in handling potential objections
• Be more successful at asking for the business
• Recognise the importance of effective communication in the sales process by improving your abilities to listen, ask questions, and send appropriate body language messages COURSE CONTENT
Topics covered in this workshop include:
• Essential selling skills
• What is selling?
• Features and benefits
• Smart goals
• Time management
• Customer service
• Types of selling
• Ten major mistakes
• Finding new clients
• Selling price




TELEMARKETING: USING THE TELEPHONE AS A SALES TOOL (1 DAY)


BRIEF DESCRIPTION
We never stop learning how to improve our selling skills. Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone, and where it fits into your sales and marketing mix. The phone can supplement and enhance – even replace – other means of marketing and selling. This personal approach can dramatically increase your sales success. This workshop will help you hone your communication skills, your ability to persuade while personalising each sales call to a person and their situation. LEARNING OBJECTIVES
This workshop will help you to:
• Learn how to warm up your sales approach to reduce your fear of cold-calling
• Choose the right environment for telephone selling
• Identify ways to make a positive first impression
• Identify strategies that help you speak to the decision-maker
• Learn what to say to create interest, handle objections, and close the sale
• Generate more leads and repeat business by using the telephone more effectively
• Enhance communication skills, from first-impression to closing the sale COURSE CONTENT
Topics covered in this workshop include:
• Change your skills, change your income
• Separating your company from the competition
• Building trust and respect
• Johari window
• The importance of excellent communication skills
• Developing your script
• Pre-call planning
• Phone tag and callbacks
• Follow-up
• Your sales message when you must sell by telephone





SUPERVISION, MANAGEMENT & LEADERSHIP

BUILDING BETTER TEAMS THROUGH TEAMWORK (1 DAY)


BRIEF DESCRIPTION
Teams have become a fundamental building block of the strategy of successful organisations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the central component of most organisations in the private, non-profit, and government sectors. With teams at the core of corporate strategy, an organisation’s success often depends on how well team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to do its best? Do you work well together? In most teams, the energies of individual members work at cross purposes. Individuals may work extraordinarily hard, but their efforts do not translate into team effort, and this results in wasted energy. By contrast, when a team becomes more aligned, a commonality of direction emerges, and individual energies harmonise. You have a shared vision and an understanding of how to complement each other’s efforts. As jazz musicians say, “You are in the groove.” LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Provide an opportunity for participants to get to know one another and share ideas for developing their teams
• Understand the value of working as a team
• Recognise the critical role communication skills will play in building and maintaining a team atmosphere
• Explore your team player style and identify how it can be used effectively with your team
• Identify ways that team members can be involved and grow in a team setting COURSE CONTENT
Topics covered in this workshop include:
• Defining “teams”
• Establishing team norms
• Working as a team
• Glenn Parker team survey
• Building team trust
• The stages of team development
• Towers
• Communication
• Becoming a good team player




DEVELOPING HIGH-PERFORMANCE TEAMS (3 DAYS)


BRIEF DESCRIPTION
There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the talent of each team members, this workshop looks at current leadership practices that work. We cover practical topics and discuss some theory. In addition, you’ll acquire tools to help you grow, such as SWOT analysis and team action plans. This unique combination of theory, tools, practice, and various team-building exercises will turn your team into a high-powered machine. LEARNING OBJECTIVES
This workshop will help you to:
• Identify different types of teams
• Build teamwork by recognising and tapping into the twelve characteristics of an effective team
• Promote trust and rapport by exploring your team player style and how it impacts on group dynamics
• Recognise the key elements that move a team from involvement to empowerment, and how to give these elements to your team
• Develop strategies for dealing with team conflict
• Understand how action planning and analysis tools can help your team perform better COURSE CONTENT
Topics covered in this workshop include:
• Organisations today
• Types of teams
• Team Norms
• Towers
• Beckhart’s activities
• The four stages of team development
• Parker’s characteristics
• Civilised disagreements and consensus
• Clear roles and assignments
• Shared leadership
• Scrambled eggs
• Glen Parker team survey
• The trust relationship model
• Creativity
• De Bono’s Six Thinking Hats
• Problem identification
• Exploration
• Analysis
• Evaluation
• Other problem-solving techniques
• Interventions
• Resolving conflict
• SWOT analysis
• Developing team action plans





TEAM BUILDING

BUILDING BETTER TEAMS THROUGH TEAMWORK (1 DAY)


BRIEF DESCRIPTION
Teams have become a fundamental building block of the strategy of successful organisations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the central component of most organisations in the private, non-profit, and government sectors. With teams at the core of corporate strategy, an organisation’s success often depends on how well team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to do its best? Do you work well together? In most teams, the energies of individual members work at cross purposes. Individuals may work extraordinarily hard, but their efforts do not translate into team effort, and this results in wasted energy. By contrast, when a team becomes more aligned, a commonality of direction emerges, and individual energies harmonise. You have a shared vision and an understanding of how to complement each other’s efforts. As jazz musicians say, “You are in the groove.” LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Provide an opportunity for participants to get to know one another and share ideas for developing their teams
• Understand the value of working as a team
• Recognise the critical role communication skills will play in building and maintaining a team atmosphere
• Explore your team player style and identify how it can be used effectively with your team
• Identify ways that team members can be involved and grow in a team setting COURSE CONTENT
Topics covered in this workshop include:
• Defining “teams”
• Establishing team norms
• Working as a team
• Glenn Parker team survey
• Building team trust
• The stages of team development
• Towers
• Communication
• Becoming a good team player




DEVELOPING HIGH-PERFORMANCE TEAMS (3 DAYS)


BRIEF DESCRIPTION
There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the talent of each team members, this workshop looks at current leadership practices that work. We cover practical topics and discuss some theory. In addition, you’ll acquire tools to help you grow, such as SWOT analysis and team action plans. This unique combination of theory, tools, practice, and various team-building exercises will turn your team into a high-powered machine. LEARNING OBJECTIVES
This workshop will help you to:
• Identify different types of teams
• Build teamwork by recognising and tapping into the twelve characteristics of an effective team
• Promote trust and rapport by exploring your team player style and how it impacts on group dynamics
• Recognise the key elements that move a team from involvement to empowerment, and how to give these elements to your team
• Develop strategies for dealing with team conflict
• Understand how action planning and analysis tools can help your team perform better COURSE CONTENT
Topics covered in this workshop include:
• Organisations today
• Types of teams
• Team Norms
• Towers
• Beckhart’s activities
• The four stages of team development
• Parker’s characteristics
• Civilised disagreements and consensus
• Clear roles and assignments
• Shared leadership
• Scrambled eggs
• Glen Parker team survey
• The trust relationship model
• Creativity
• De Bono’s Six Thinking Hats
• Problem identification
• Exploration
• Analysis
• Evaluation
• Other problem-solving techniques
• Interventions
• Resolving conflict
• SWOT analysis
• Developing team action plans





TRAINING & FACILITATION

BUILDING RELATIONSHIPS FOR SUCCESS IN SALES (1 DAY)


BRIEF DESCRIPTION
No one questions that making friends is a good thing. Ultimately, the business of business is making friends, and the role of all sales professionals is making friends and building relationships. Strategic friendships make or break any business regardless of its size or business sector. LEARNING OBJECTIVES
This workshop will help you to:
• Learn the secrets of being a friend in sales
• Identify strategies for building strategic sales relationships and finding personal fulfilment in the process
• Enjoy greater sales success COURSE CONTENT
Topics covered in this workshop include:
• How to get people to like you
• Influences in forming relationships
• Building customer relationships
• Self-disclosure
• How to win friends and influence people
• Communication skills
• Sending the right non-verbal messages
• Managing mingling
• Networking effectively
• Developing an effective handshake
• Business card do’s and don’ts
• Tips on remembering names




CUSTOMER SERVICE TRAINING: CRITICAL ELEMENTS OF CUSTOMER SERVICE (2 DAYS)


BRIEF DESCRIPTION
Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with unreasonable people? Do you struggle to solve problems? Do you know who your customers are and their specific needs? Do you have individual and organisational goals to strive for? This workshop will help you in all of these areas, and more! LEARNING OBJECTIVES
This workshop will help you to:
• Recognise that service delivery is an individual response value
• Understand how your behaviour impacts the behaviour of others
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Learn some ways to make customer service a team approach COURSE CONTENT
Topics covered in this workshop include:
• What is customer service?
• Who are your customers, and what do they need or want?
• Understanding and meeting expectations
• Presenting yourself properly
• Setting goals and targets
• Setting standards
• Acting assertively when appropriate
• Communication skills
• Telephone techniques
• Managing stress
• Dealing with difficult people
• Steps to problem-solving
• Resolving conflict
• Service pride




DYNAMITE SALES PRESENTATIONS (1 DAY)


BRIEF DESCRIPTION
An excellent sales presentation with bells-and-whistles and expert technical knowledge is impressive to prospects and clients; understanding how your products and services help solve peculiar problems, and clearly communicating the advantages of your solutions relative to competitors is just as important. This workshop focuses on your formal written proposals and in-person presentations. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Identify the key elements of a quality proposal
• Know how to write a winning proposal
• Perfect your first impression, including your dress and your handshake or greeting
• Feel more comfortable and professional in face-to-face presentations COURSE CONTENT
Topics covered in this workshop include:
• Business writing basics
• Writing a proposal
• Writing your proposal
• Getting thoughts on paper
• Basic formats
• Editing
• The finishing touches
• The handshake
• Getting ready for your presentation
• Elements of a successful presentation
• Dressing appropriately
• Dealing with questions




MARKETING AND SALES (1 DAY)


BRIEF DESCRIPTION
A relatively small marketing budget doesn’t mean you can’t meet your goals and business objectives; you can be more creative in your marketing tactics. This workshop shows you how to get maximum exposure at minimum cost. Learn effective, low-cost, and no-cost strategies to improve sales, develop your company’s image, and build your bottom line. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise what we mean by “marketing”
• Discover how to use low-cost publicity to get your name known
• Know how to develop a marketing plan and a marketing campaign
• Use your time rather than your money to market your company effectively
• Develop a budget for your marketing activities, based on available financial resources – and stick to your budget
• Identify strategies for finding and keeping customers COURSE CONTENT
Topics covered in this workshop include:
• Defining marketing
• Recognising trends
• Marketing strategies and research
• 9 Ps of marketing
• Market planning
• Preparing for trade shows
• 88 easy ways to market yourself
• Saying “no” to new business
• Increasing business
• Networking
• Communication tips




OVERCOMING OBJECTIONS AND CLOSING THE SALE (1 DAY)


BRIEF DESCRIPTION
If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale.

This workshop will help you plan, prepare and execute proposals and presentations that address customer concerns, reduce the number of objections you encounter, and improve your average when closing sales. LEARNING OBJECTIVES
This workshop will help you to:
• Identify the steps you can take to build your credibility
• Identify those objections that you encounter most frequently
• Develop appropriate responses when prospective buyers throw you a curve
• Disarm objections with proven rebuttals that get the sale back on track
• Recognise when a prospect is ready to buy
• Be prepared to present options and be willing to negotiate COURSE CONTENT
Topics covered in this workshop include:
• Credibility
• Your competition
• Critical communication skills
• Observing
• Customer service complaints
• Overcoming objections
• How can teamwork help me?
• Pricing issues
• Handling other objections
• Buying signals
• Closing the sale




PROSPECTING FOR LEADS LIKE A PRO (1 DAY)


BRIEF DESCRIPTION
Prospecting is the key to your sales success. Your success today is a result of the prospecting you did previously. In this one-day workshop, you will become skilled at networking and learn the 80/20 rule (The Pareto Rule). At the end of this workshop, you will know who to target and how to target them, how to make prospecting a daily habit, when and how to make cold calls, how to follow up on leads, and effective networking. You will also build your personal prospecting plan to ensure your future by planting seeds daily. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand the importance of expanding a client base through
effective prospecting
• Identify target markets and target companies with the 80/20 rule in mind
• Develop and practice networking skills at every opportunity
• Develop, refine, and execute the art of cold calling
• Create a personal prospecting plan to turn leads into clients
• Increase your sales by implementing your prospecting plan COURSE CONTENT
Topics covered in this workshop include:
• Targeting your market
• The prospect board
• Setting goals
• About Prospecting
• Networking
• Public speaking
• Making trade shows work for you
• Regaining lost accounts
• Warming up cold calls
• The 80/20 rule
• It’s not just a numbers game
• Going above-and-beyond




SELLING SMARTER (1 DAY)


BRIEF DESCRIPTION It’s no secret that selling has changed in recent years. Selling is an exciting and dynamic profession, yet it is one of the most underrated and misunderstood. The back-slapping and joke-telling huckster must disappear and be replaced by a new generation of highly trained and groomed sales professionals who are honest, trustworthy, and competent. Today’s top salespeople are in the business of identifying needs and wants, and providing prospects and customers with solutions that result in mutual satisfaction for both the buyer and the seller. This workshop will help you develop the skills you need to sell smarter. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand and embrace that helping others get what they want gives you more of what you want
• Use goal-setting techniques as a way to focus on what you want to accomplish, and develop strategies for getting there
• Recognise the difference between features and benefits of products and services, and develop a plan for increasing product knowledge
• Identify and present the competitive advantages of your products and services
• Be proactive in handling potential objections
• Be more successful at asking for the business
• Recognise the importance of effective communication in the sales process by improving your abilities to listen, ask questions, and send appropriate body language messages COURSE CONTENT
Topics covered in this workshop include:
• Essential selling skills
• What is selling?
• Features and benefits
• Smart goals
• Time management
• Customer service
• Types of selling
• Ten major mistakes
• Finding new clients
• Selling price




TELEMARKETING: USING THE TELEPHONE AS A SALES TOOL (1 DAY)


BRIEF DESCRIPTION
We never stop learning how to improve our selling skills. Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone, and where it fits into your sales and marketing mix. The phone can supplement and enhance – even replace – other means of marketing and selling. This personal approach can dramatically increase your sales success. This workshop will help you hone your communication skills, your ability to persuade while personalising each sales call to a person and their situation. LEARNING OBJECTIVES
This workshop will help you to:
• Learn how to warm up your sales approach to reduce your fear of cold-calling
• Choose the right environment for telephone selling
• Identify ways to make a positive first impression
• Identify strategies that help you speak to the decision-maker
• Learn what to say to create interest, handle objections, and close the sale
• Generate more leads and repeat business by using the telephone more effectively
• Enhance communication skills, from first-impression to closing the sale COURSE CONTENT
Topics covered in this workshop include:
• Change your skills, change your income
• Separating your company from the competition
• Building trust and respect
• Johari window
• The importance of excellent communication skills
• Developing your script
• Pre-call planning
• Phone tag and callbacks
• Follow-up
• Your sales message when you must sell by telephone





WRITING

BUILDING BETTER TEAMS THROUGH TEAMWORK (1 DAY)


BRIEF DESCRIPTION
Teams have become a fundamental building block of the strategy of successful organisations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the central component of most organisations in the private, non-profit, and government sectors. With teams at the core of corporate strategy, an organisation’s success often depends on how well team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to do its best? Do you work well together? In most teams, the energies of individual members work at cross purposes. Individuals may work extraordinarily hard, but their efforts do not translate into team effort, and this results in wasted energy. By contrast, when a team becomes more aligned, a commonality of direction emerges, and individual energies harmonise. You have a shared vision and an understanding of how to complement each other’s efforts. As jazz musicians say, “You are in the groove.” LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Provide an opportunity for participants to get to know one another and share ideas for developing their teams
• Understand the value of working as a team
• Recognise the critical role communication skills will play in building and maintaining a team atmosphere
• Explore your team player style and identify how it can be used effectively with your team
• Identify ways that team members can be involved and grow in a team setting COURSE CONTENT
Topics covered in this workshop include:
• Defining “teams”
• Establishing team norms
• Working as a team
• Glenn Parker team survey
• Building team trust
• The stages of team development
• Towers
• Communication
• Becoming a good team player




DEVELOPING HIGH-PERFORMANCE TEAMS (3 DAYS)


BRIEF DESCRIPTION
There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the talent of each team members, this workshop looks at current leadership practices that work. We cover practical topics and discuss some theory. In addition, you’ll acquire tools to help you grow, such as SWOT analysis and team action plans. This unique combination of theory, tools, practice, and various team-building exercises will turn your team into a high-powered machine. LEARNING OBJECTIVES
This workshop will help you to:
• Identify different types of teams
• Build teamwork by recognising and tapping into the twelve characteristics of an effective team
• Promote trust and rapport by exploring your team player style and how it impacts on group dynamics
• Recognise the key elements that move a team from involvement to empowerment, and how to give these elements to your team
• Develop strategies for dealing with team conflict
• Understand how action planning and analysis tools can help your team perform better COURSE CONTENT
Topics covered in this workshop include:
• Organisations today
• Types of teams
• Team Norms
• Towers
• Beckhart’s activities
• The four stages of team development
• Parker’s characteristics
• Civilised disagreements and consensus
• Clear roles and assignments
• Shared leadership
• Scrambled eggs
• Glen Parker team survey
• The trust relationship model
• Creativity
• De Bono’s Six Thinking Hats
• Problem identification
• Exploration
• Analysis
• Evaluation
• Other problem-solving techniques
• Interventions
• Resolving conflict
• SWOT analysis
• Developing team action plans





OTHER TOPICS

ANGER MANAGEMENT: UNDERSTANDING ANGER (1 DAY)


BRIEF DESCRIPTION
Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organisations, and societies do well. Research tells us that those who do manage their anger at work are much more successful than those who don’t. The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success, as well as minimises destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her day less troublesome. This workshop is to help give you and your organisation that edge. LEARNING OBJECTIVES
During this workshop, you will learn how to:
• Recognise how anger affects our bodies, our minds, and our behaviour
• Use the six-step method to break and replace old patterns with assertive anger
• Be better able to control your own emotions when faced with other peoples’ anger
• Be better able to identify ways to help other people safely manage their anger COURSE CONTENT
Topics to be covered in this workshop include:
• How anger affects our bodies and our minds
• Coping thoughts
• Express feelings appropriately
• Prevent a build-up of frustration
• How to deal with issues
• Staying calm
• Identifying anger pay-offs
• Relaxation techniques
• Identifying trigger thoughts
• Developing your personal sanctuary
• Identifying and changing distorted thoughts




BUILDING YOUR SELF-ESTEEM AND ASSERTIVENESS SKILLS (1 DAY)


BRIEF DESCRIPTION


Building your self-esteem is essential for confidence and success, and it all begins with you. Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be enormously painful. During this workshop, you will discover some simple techniques that dramatically change how you feel about yourself. You will learn how to recognise the importance of learning self-acceptance and nurturing your sense of self.

LEARNING OBJECTIVES


During this workshop, you will:


• Grow in the conviction that you are competent and worthy of happiness
• Develop some techniques for making a positive first impression
• Learn how to turn negative thoughts into positive thoughts
• Learn how to make requests so that you get what you want
• Find ways of connecting with people

COURSE CONTENT


Topics to be covered in this workshop include:


• Building your self-esteem
• Putting others at ease
• Make positive first impressions
• Fake it ‘til you make it!
• Internal self-esteem factors
• Projecting self-confidence
• Negative vs positive thinking
• Distorted thinking
• How to wipe out worry
• Communication skills
• Giving and receiving compliments




BUSINESS ETIQUETTE: GAINING THAT EXTRA EDGE (1 DAY)


BRIEF DESCRIPTION


In today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need business savvy and the ability to establish yourself credibly. A faux pas at the wrong time can damage your career. If you are newly appointed to a management position, or if you interact with people you don’t know regularly, this workshop can help you succeed. If you want to enhance and polish your business image, or if you just want to avoid feeling uncomfortable in the corporate world. This workshop will allow you to take a quantum leap forward in skill, sophistication and confidence.

LEARNING OBJECTIVES


During this workshop, you will learn how to:


• Make finesse introductions, from shaking hands and eye contact to remembering names
• Dress appropriately for every business occasion
• Feel more confident about your business communication in every situation
• Use your business cards wisely
• Perfect your handshake
• Gain that extra edge that establishes trust and credibility

COURSE CONTENT


Topics to be covered in this workshop include:


• How business etiquette is crucial to your career
• How to make a good first impression
• Ways of remembering names
• Business card etiquette
• Dining etiquette
• How to shake hands
• Deciphering the dress code
• What to include in a business wardrobe
• Telephone etiquette
• E-mail etiquette




CELEBRATING DIVERSITY IN THE WORKPLACE (1 DAY)


BRIEF DESCRIPTION
The workforce has changed dramatically over the years. More than ever, a workplace is a diverse collection of individuals proud of whom they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. The challenge becomes: how can we make these diverse individuals work as a team? We all know what happens to organisations that don’t have effective teamwork: they fail. Failing to embrace diversity can also have serious legal costs for corporations.
LEARNING OBJECTIVES
This workshop will help you to:
• Understand what “diversity” and its related terms mean
• Be aware of how aware you are of diversity and where you can improve
• Understand how changes in the world have affected you and your view
• Be able to identify your stereotypes
• Understand what terms are politically correct and which are not, and why
• Be familiar with the four cornerstones of diversity
• Understand what the pitfalls are relating to diversity and how to avoid them
• Develop a technique for dealing with inappropriate behaviour
• Develop a management style to encourage diversity
• Know what to do if you or one of your employees feels discriminated against COURSE CONTENT
Topics to be covered in this workshop include:
• Defining “diversity.”
• How does diversity affect me?
• Identifying stereotypes
• Wise words
• The cornerstones of diversity
• How to discourage diversity
• The STOP technique
• Managing for diversity
• Dealing with discrimination




CHANGE MANAGEMENT: CHANGE AND HOW TO DEAL WITH IT (1 DAY)


BRIEF DESCRIPTION
Managers traditionally have had the task of contributing to the effectiveness of their organisation while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior
management. Managers who have an understanding of the dynamics of change are better equipped to analyse the factors at play in their own particular circumstances, and to adopt practical strategies to deal with resistance. This workshop will help you deal with change, and will give you strategies to bring back to your employees. LEARNING OBJECTIVES
During this workshop, you will learn to:
• Accept that there are no normal or abnormal ways of reacting to change
• See change as an essential element that is positive
• Recognise that adapting to change is all about attitude
• Identify the stages of change we go through as we learn to deal with change
• See change as an opportunity for self-motivation and innovation
• Develop strategies for dealing with and accepting changes in your organisation COURSE CONTENT
Topics to be covered in this workshop include:
• What is change?
• The change cycle
• The human reaction to change
• The pace of change
• The pyramid response to change
• A four-room apartment
• Dealing with resistance
• Adapting to change
• Strategies for dealing with change
• Managing anger
• Managing stress




COMMUNICATION STRATEGIES (2 DAYS)


BRIEF DESCRIPTION
This workshop is designed to help you improve your interactions with other people in your workplace or at home. It gives participants the opportunity to improve the critical communication skills of listening, asking questions, and being aware of non-verbal messages. It can also help participants who are struggling to find that middle ground between being too aggressive and too passive; and how to counter the manipulative tactics of difficult people. Participants also learn more about the elements of communication with others that help reveal appropriate information about ourselves; and how to manage ourselves better for a professional image. LEARNING OBJECTIVES
This workshop will help you to:
• Identify common communication problems that may be holding you back
• Develop skills in asking questions that give you the information you need
• Learn what your non-verbal messages are telling others
• Develop skills in listening actively and empathetically to others
• Learn how to stand your ground and make your feelings heard
• Enhance your ability to handle difficult situations without being manipulated
• Be aware of the five types of relationships COURSE CONTENT
Topics to be covered in this workshop include:
• 10 commandments of positive relationships
• Self-awareness
• Feeling competent
• Communication barriers
• Asking good questions
• Listening skills
• Johari window
• Improving your self-image
• Five approaches to relationships
• Your frame of reference
• The assertive formula
• Saying ‘no’




CONDUCTING EFFECTIVE PERFORMANCE REVIEWS (3 DAYS)


BRIEF DESCRIPTION
Performance reviews are an essential component of employee development. Someone once said, “If you always do what you’ve always done, you’ll always get what you’ve always got.” And, remember what the German philosopher, Goethe, said: “Treat people as if they were what they ought to be, and you help them become what they are capable of being.” Setting goals and objectives will give supervisors and employees a unified focus and targets to aim for. Supervisors must also learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop. Performance appraisals involve all these activities. LEARNING OBJECTIVES
At the end of this workshop, you will be able to:
• Recognise the importance of having a performance appraisal process for employees
• Understand how to work with employees to set performance standards and goals
• Develop skills in observing and giving feedback, and listening and asking questions, for improved performance
• Identify an effective interview process, and have the opportunity to practice the process in a supportive atmosphere
• Develop strategies for managing employee performance COURSE CONTENT
Topics to be covered in this workshop include:
• The importance of performance appraisals
• How to avoid stereotyping
• Developing standards and goals
• Documenting performance
• Performance feedback and coaching
• Developing an interview format
• The appraisal as a two-way process
• Managing employee performance
• How to fire someone
• Accepting criticism




CONFLICT RESOLUTION: DEALING WITH DIFFICULT PEOPLE (1 DAY)


BRIEF DESCRIPTION
Edward Deming, the father of Quality Management, said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job; but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems, and give you some strategies you can adopt at work and in your personal life. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise how your own attitudes and actions impact on others
• Find new and effective techniques for managing negative emotions
• Develop coping strategies for dealing with difficult people and difficult situations
• Identify those times when you have the right to walk away from a difficult situation
• Learn some techniques for managing and dealing with anger COURSE CONTENT
Topics to be covered in this workshop include:
• Interactions with others
• Reciprocal relationships
• Anthony Robbins’ agreement frame
• Dealing with change
• The five-step process
• Managing your anger
• Managing other people’s anger
• Why don’t people do what they are supposed to?
• Causes of difficult behavior
• De-stress options




CONFLICT RESOLUTION: GETTING ALONG IN THE WORKPLACE (2 DAYS)


BRIEF DESCRIPTION
Edward Deming, the father of Quality Management, said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job; but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems, and give you some strategies you can adopt at work and in your personal life. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise how your own attitudes and actions impact on others
• Find new and effective techniques for managing negative emotions
• Develop coping strategies for dealing with difficult people and difficult situations
• Identify those times when you have the right to walk away from a difficult situation
• Learn some techniques for managing and dealing with anger COURSE CONTENT
Topics to be covered in this workshop include:
• Interactions with others
• Reciprocal relationships
• Anthony Robbins’ agreement frame
• Dealing with change
• The five-step process
• Managing your anger
• Managing other people’s anger
• Why don’t people do what they are supposed to?
• Causes of difficult behavior
• De-stress options




EMPLOYEE DISPUTE RESOLUTION AND MEDIATION THROUGH PEER REVIEW (1 DAY)


BRIEF DESCRIPTION
Have you ever been in a workplace situation where a supervisor has made a decision that you didn’t agree with? Did you wish that you could ask someone else what they thought of the decision; whether they would have done the same thing? The peer review process offers employees just that chance, using a formalised process. In this workshop, you will cover all aspects of the process: from initiating the process; to choosing a facilitator and panel members; then having a hearing and making a decision. LEARNING OBJECTIVES
This workshop will help you to:
• What the peer review process is
• How employees file grievances and how management should respond
• How a facilitator and a panel is chosen
• What is involved in the hearing process, from preliminary meetings to the hearing itself, to the decision process
• What responsibilities and powers a panel should have
• Questioning techniques
• Why peer review panels fail and how to avoid those pitfalls COURSE CONTENT
Topics to be covered in this workshop include:
• What is peer review?
• Initiating the process
• Setting up the peer review panel
• Questioning techniques
• Overview of the peer review process: pre-meeting, hearing,
and decision meeting
• Walkthrough of a sample panel, with case files
• Why does the process fail?
• How can we ensure the process succeeds?




HIRING SMART: BEHAVIOURAL INTERVIEWING TECHNIQUES (2 DAYS)


BRIEF DESCRIPTION
This workshop concentrates on the pre-interview preparation; developing questions and their value; the interview techniques that get specific, behaviour-based examples of past performance; and the strategies that follow through on this process. This workshop takes the behavioural interview even further with a discussion of communication techniques and the use of other types of interview questions. LEARNING OBJECTIVES
This workshop will help you to:
• Recognise the costs incurred by an organisation when a wrong hiring decision is made
• Develop a fair and consistent interviewing process for selecting employees
• Prepare better job advertisements and use a variety of markets
• Be able to develop a job analysis and position profile
• Use traditional, behavioural, achievement-oriented, holistic, and situational interview questions
• Enhance communication skills that are essential for a skilled recruiter
• Effectively interview difficult applicants
• Check references more effectively
• Understand the basic employment and human rights laws that can affect the hiring process COURSE CONTENT
Topics to be covered in this workshop include:
• The cost of hiring errors
• Why use behavioural interview techniques
• How to get the information you need
• Advertising guidelines
• Communication skills
• Writing the interview questions
• Defensible resume screening
• Developing an effective interview format
• Ethical and legal issues
• Interviewing techniques
• Asking questions and listening for answers
• Reference checks




MANAGING STRESS BEFORE IT MANAGES YOU (1 DAY)


BRIEF DESCRIPTION
This workshop explores the harmful long-term effects of stress on our mental and physical health, and provides suggestions for managing our individual stresses
more effectively. Strategies may include changes in lifestyle, stress management techniques such as relaxation and exercise, and the use of music or humour as
coping strategies. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Understand that stress is a positive, unavoidable part of everybody’s life
• Recognise the symptoms that tell you when you have “chronic stress overload”
• Identify those situations in your life that cause you the greatest stress
• Identify those actions which add to your stress
• Change the situations and actions that can be changed
• Deal better with situations and actions that can’t be changed COURSE CONTENT
Topics to be covered in this workshop include:
• Defining stress
• How does stress affect us?
• What is stress about?
• Stress and time
• The stress tax
• Managing stress
• Stress and gender
• Taking care of your body and your mind
• Basic stress management strategies
• The “less stress” lessons
• Plan for the future




MOTIVATING YOUR WORKFORCE (1 DAY)


BRIEF DESCRIPTION
It’s no secret that employees who feel valued and recognised for the work they do are more motivated, responsible, and productive. This workshop helps supervisors and managers create a more dynamic, loyal, and energised workplace. This workshop is designed specifically to help busy managers and supervisors understand what employees want, and provides them with a starting point for creating champions. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Identify what ‘motivation” is
• Learn about common motivational theories and how to apply them
• Learn when to use the carrot, the whip, and the plant
• Discover how fear and desire affect employee motivation
• Explore ways to create a motivational climate and design a motivating job COURSE CONTENT
Topics covered in this workshop include:
• Motivational theories
• The carrot, the whip, and the plant
• Fear and desire
• Setting goals
• The role of values
• Creating a motivational climate
• The expectancy theory
• Designing a motivational job
• A motivational checklist




NEGOTIATING FOR RESULTS (1 DAY)


BRIEF DESCRIPTION
This workshop provides you with an interactive approach to negotiations. The skills you acquire will help you in your role as a mediator and negotiator, as well as in your day-to-day responsibilities. You will be encouraged to focus on interests rather than positions so that you can develop relationships of mutual trust, fairness, and respect for one another. This approach promotes balanced and lasting partnerships to solve workplace problems. You will also learn effective communication skills, problem-solving, and consensus building to turn face-to-face confrontations into side-by-side problem-solving. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Understand the benefits of excellent negotiating skills that take the interests of both parties into consideration
• Have an increased ability to negotiate more effectively by turning face-to-face confrontation into side-by-side problem solving
• Recognise that creating “win-win” solutions is the only sustainable solution
• Identify those techniques that will be most effective in stressful negotiation situations
• Develop skills that take the interests of both parties into consideration COURSE CONTENT
Topics covered in this workshop include:
• Mutual gains bargaining
• Basic elements of negotiation
• Criteria for judging negotiation methods
• Mutual gain options
• Negotiation essentials
• Challenges to negotiating
• Overcoming fear
• Preparing for negotiation
• Positional bargaining




OFFICE ETHICS AND YOU: MAKING GOOD DECISIONS (2 DAYS)


BRIEF DESCRIPTION
What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This workshop will not provide you with an easy way to solve every ethical decision you will ever have to make. However, it will help you define your ethical framework to make solving those ethical dilemmas easier. We’ll also look at some tools that you can use when faced with an ethical decision. We will also look at techniques you can use to avoid getting stuck in an ethical quandary. Best of all, we’ll look at a lot of case studies so that you can practice making decisions in a safe environment. LEARNING OBJECTIVES
This workshop will help you to:
• Understand the difference between ethics and morals
• Understand the value of ethics
• Identify some of your values and moral principles
• Be familiar with some philosophical approaches to ethical decisions
• Identify some ways to improve ethics in your office
• Know what is required to start developing an office code of ethics
• Know some ways to avoid ethical dilemmas
• Have some tools to help you make better decisions COURSE CONTENT
Topics covered in this workshop include:
• The definition of ethics and morals
• Identification of your values
• Kohlberg’s six stages of moral development
• Basic philosophical approaches
• Core decision-making tools
• Tools specific to ethical decision making
• 22 golden keys to an ethical office
• Dilemmas with co-workers, supervisors, clients, and company policy
• How to avoid dilemmas
• Recovering from a mistake




ORIENTATION HANDBOOK: GETTING EMPLOYEES OFF TO A GOOD START (2 DAYS)


BRIEF DESCRIPTION
One of the reasons people change jobs is that they never feel sincerely welcome as an essential part of the organisation they join. If a company spends considerable money recruiting, interviewing, and perhaps even relocating employees, it makes sense to go one step further by making the new employee feel like they have made the right decision by joining your company. A comprehensive new employee orientation programme, coupled with an employee handbook that communicates workplace policies, can reduce turnover and save
your organisation thousands of rands. Whether your company has two employees or two thousand employees, don’t leave new employee orientation to chance. LEARNING OBJECTIVES
By the end of this workshop, you will:
• Understand how important an orientation programme is to an organisation
• Identify the role of the human resource department in the orientation programme
• Recognise how the “commitment curve” affects both new employees and their managers
• Know what companies can do to deliver their promise to new employees
• Determine the critical elements of effective employee training
• Know the importance of having an employee handbook for new and long-term employees COURSE CONTENT
Topics covered in this workshop include:
• Finding, hiring, and keeping good people
• Building employee commitment
• Fast-track orientation
• Designing a successful orientation programme
• The commitment curve
• Adult learning principles and how to apply them
• Learning styles inventory
• Creating an employee manual
• An orientation checklist




PROBLEM-SOLVING AND DECISION MAKING (2 DAYS)


BRIEF DESCRIPTION
As an individual, facts and knowledge can only go so far. Solving problems requires the ability to define the real problem, analyse the possible causes, create options, select the most feasible option, and implement it. This workshop helps individuals enhance their ability to create sustainable solutions; and learn new ways to approach problem-solving to reach win-win decisions. LEARNING OBJECTIVES
This workshop will help you to:
• Increase your awareness of problem-solving steps and tools
• Distinguish root causes from symptoms to identify the right solution for the problem
• Improve your problem solving and decision-making skills through identifying your problem-solving style
• Improve your ability to participate and communicate regarding collaborative problem-solving processes
• Recognise the top ten rules of effective decision making COURSE CONTENT
Topics covered in this workshop include:
• Practical application in problem-solving
• Define “problems”
• Describe the ideal problem solver
• Identify the types of problems encountered
• The Problem-solving Model
• Using fishbone analysis
• Problem-solving toolkit
• Facts vs information
• 10 ingredients for sound decision making
• Gradients of agreement
• The decision-making process
• Decision-making traps
• Problems as given/problems as understood
• Types of decisions (including bad ones!)
• Implementing a decision




TIME MANAGEMENT: GET ORGANISED FOR PEAK PERFORMANCE (1 DAY)


BRIEF DESCRIPTION
Time is money, and lots of it gets lost in disorganisation and disruption. This workshop helps you organise and prioritise for greater workplace efficiency. You will learn how to get a tight grip on your office space, organise your workflow, how to use your planner effectively, say no without guilt, and delegate some of your work to other people. This workshop is full of ideas for organising your
work area and your paperwork while working on the “right” things. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Better organise yourself and your workspace for peak efficiency
• Understand the importance of the most useful techniques for setting and achieving goals
• Identify the right things to be doing and develop plans for doing them
• Learn what to delegate and how to delegate well
• Take control of those things that would derail workplace productivity COURSE CONTENT
Topics covered in this workshop include:
• Left brain/right brain thinking
• Case study: a day at the office
• Setting goals
• Planning tools
• The four D’s
• Organising your workspace
• Organising files for retrieval
• Managing your workload
• Delegation
• Projects
• Setting a ritual




WORKPLACE HARASSMENT: WHAT IT IS AND WHAT TO DO ABOUT IT (2 DAYS)


BRIEF DESCRIPTION
Workplace harassment costs individuals, organisations, and government enormous amounts of time and money every day, and that’s just the financial cost. No wonder companies are working to be more proactive in preventing harassment. How do you prevent harassment from occurring? What sorts of policies should be in place? What should managers do to protect their employees? If a complaint is filed, what do you do? All of these questions are answered in this workshop. LEARNING OBJECTIVES
By the end of this workshop, you will be able to:
• Understand what is acceptable or unacceptable behaviour in the workplace; and why
• Understand the benefits of harassment training
• Define the various types of harassment, including sexual harassment
• Assist in creating a harassment policy
• Know ways to prevent harassment and understand what role you can play
• Know how to protect yourself from harassment
• Know what to do if you are harassed or accused of harassment
• Understand the complaint process from the complaint; to the reply; and solution – including mediation or investigation
• Identify situations where mediation is appropriate, and understand how mediation works in those situations
• Identify appropriate solutions for a harassment incident
• Know what to do if a complaint is false
• Help your workplace return to normal after a harassment incident COURSE CONTENT
Topics covered in this workshop include:
• Defining harassment
• The purpose of training
• Sexual harassment
• Creating a harassment policy
• Other prevention strategies
• Nipping it in the bud
• Protecting yourself
• What if it happens to me?
• What if it’s happening to someone else?
• Someone has filed a complaint against me!
• False complaints
• Mediation
• Investigating a complaint
• Making the decision
• Solutions
• After it’s over




WORKPLACE VIOLENCE: HOW TO MANAGE ANGER AND VIOLENCE IN THE WORKPLACE (3 DAYS)


BRIEF DESCRIPTION
Violence has many roots – including frustration. This frustration can stem from feeling inadequate at one’s job, low pay, chronic understaffing, disagreement with co-workers, and even team miscommunication. If not sufficiently addressed, frustration can lead to anger, causing the individual to respond with inappropriate behaviours such as physical violence to people or objects, threats, and inappropriate displays of emotion. These inappropriate behaviours can make other staff members feel threatened; triggering anger in them as well. Because anger and violence can have so many causes, this workshop takes a comprehensive look at anger and violence. The systems we teach give your staff and your organisation a strong foundation for a violence-prevention policy and programme. LEARNING OBJECTIVES
This workshop will help you to:
• Understand what workplace violence is
• Identify some warning signs of violence
• Understand the cycle of anger
• Understand Albert Bandura’s behaviour wheel and how it applies to anger
• Develop a seven-step process for managing your anger and others’ anger
• Have better communication and problem-solving skills, which will reduce
frustration and anger
• Develop other ways of managing anger, including coping thoughts
and relaxation techniques
• Be familiar with the nine components of an organisational approach
to managing anger, including risk assessment processes
• Know what to do if a violent incident occurs in the workplace at individual and organisational levels COURSE CONTENT
Topics covered in this workshop include:
• What is “workplace violence”?
• Understanding the behaviour wheel
• The anger management process
• Communicating better
• Six basic problem-solving tools
• Other ways of managing anger
• A systems approach
• Developing a policy and programme
• Risk assessment
• Hiring practices
• Workplace design
• Workplace practices and procedures
• Security systems and personnel
• Developing emergency response plans
• Programme review
• Developing a threat response
• The immediate response
• Consulting with the experts
• Gathering additional information
• Re-evaluation
• Communication
• Employee interview
• Risk level analysis
• Review and options
• Analysing the impact
• Incident response checklist
• Process application