Future Leaders Development Programme - 11 days
DURATION: 5x 2-day Rounds + 1x Presentation = 11 daysUNIT STANDARD ALIGNMENT118028: Supervise customer service standards117877: Perform-one-to-one training on the jobPURPOSE Building leadership capacityIdentifying staff who are passionateChannelling energyBuilding moralsROUND 1: SERVICE PROMISE (2-days)The industry and risksBusiness termsGold Reef City brand promiseService standardsGrooming & “costumes”Costing the serviceROUND 2: IMPROVING SERVICE DELIVERY (2-days)Complaint evaluationEffectiveness & efficiencyIdentifying system, resource or staff needsInnovation & creative solutionsROUND 3: SUPERVISING TEAMS (2-days)Function scoreboardTeam leader role & skillsTeam planningOrganisingControllingTeam skills plan and auditROUND 4: COACHING (2-days)Poor performanceSkills gapJob aidsQuestioningCoaching planAssessmentGiving feedbackROUND 5: COMMUNICATION (2-days)Supervisor languageListening skillsAssertivenessInfluencing styles & changeLeading a meetingPresentation skillsGroup Presentations
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