Cape Town

Debt Collecting

The course outline is designed to assist the learners with the approach and skills necessary to enter debt collection negotiations. It gives the learner a structured approach to the theory of negotiation easily enabling them to recognise the client's approach and assisting them in gaining clarity on their own goals, thereby enabling better outcomes.

A comprehensive approach to debt collection, this workshop can be presented over two days of training.

Frontline for Medical Practices

This course is designed to upskill medical receptionists and frontline personnel to be highly professional. All frontline staff such as receptionists, relief receptionists and telephony personnel will benefit from the practical information and approach to this all important position. Outdo your competitors and upskill today.

Delegating for Success

Aim: To educate management on the basic requirements of good delegation. This generic workshop includes the use of delegation theories as well as some practical tools to use to ensure completion of projects and tasks.

Frontline for Security Staff

To advise and guide the learner in a practical and fun way on the finer points of reception and communication excellence. This workshop has been adapted from our Frontline Reception I workshop to address the specific requirements of security staff. This workshop addresses the need for professionalism and also creates awareness of the importance of this position for both internal and external clients, and with that awareness the need for being self-motivated and knowledge driven.

Telesales

Aim: To assist and inform junior telesales and general sales staff on the basic requirements for a good sales call.

Coaching and Mentoring

This workshop is for supervisors and team leaders, the main aim is to assist them with coaching their team to success in a collaborative fashion.

Leaders who are able to coach rather than instruct are able to develop more positive teams and tend to do particularly well when leading Generation Y and in a team’s leadership position.

Etiquette, Ethics and Customer Care

To empower and develop all delegates and encourage their journey of self-mastery enabling them to exhibit Emotional Intelligence in their daily practices and competencies.

This is a practical and informative workshop that requires the delegate to fill in a pre-workshop questionnaire on the Enneagram Self Mastery Tool. A component of this workshop is customised for each individual.

How to Complete Tender Documents

This workshop will assist the delegates with the completion of tender documents. It will give insight into the basic requirements that need to be in place for any government tenders as well as how to physically procure the document and complete it in a logical and organised manner, ensuring a professional submission.

The Ultimate Sales Approach

This workshop has been designed to meet the final outcome of increased sales through empowerment of the individual to seeing the sales desk as a "franchise" or cost centre as such. It is intended to be used for all new recruits in the induction process in a modular fashion but also for all existing call centre agents as a self-empowerment workshop.

Feedback as a Management Tool

Aim: To assists leaders in the art of effective feedback, thereby ensuring maximum gain from team input and empowering leadership practices. The workshop provides tools and frameworks to use assisting the leader and team to increase productivity through feedback and engagement.

Negotiating for Profits

This workshop is designed to assist the learners with the approach and skills necessary to enter competitive sales or buying orientated negotiations. It gives the learner a structured approach to the theory of negotiation easily enabling them to recognise tactics used against them and assisting them in gaining clarity on their own goals, thereby enabling better outcomes.

A comprehensive approach to negotiation, this workshop can be presented over one days training. This workshop combines well with the presentation skills training workshop to form a two day training session.

AIDS Awareness

This workshop is for all staff. With South Africa still rated the country with the highest number of new HIV infections (2012) the business sector simply has to step up our efforts to curb this increase. From a purely financial perspective, skills shortage and succession planning viewpoint it would be downright negligent not to do so. From a social responsibility viewpoint it will be the morally sound decision to take. Fortunately there are many organisations, unions and industries who are seeking to incorporate AIDS training as part of their employee wellness programmes.

Business Etiquette

Aim: To assist all business people with observing business protocol and etiquette ensuring successful relationships with colleagues and clients. Content: Etiquette – What is it? Manners and Etiquette; Personality; Daily Etiquette, Procedures and Protocol; How to Introduce People; How to be the Perfect Guest; How to Leave a Party Graciously; More How To's; Time and Personal Space; The Etiquette of Communication; Electronic Communication; Business Meetings; Business Entertaining; Business Travel; Etiquette and Finesse; Networking and Collaboration

Communication Excellence

Aim: To supply the learners with the necessary knowledge and confidence, enabling them to conduct advanced business conversations and ensure high standards of communication within an organisation. Content: ;Listening Tonality; Positive Speech; Forming a commonality; Personality Types - Understanding People; Body Language Analysis; Setting boundaries / Assertiveness; Understanding and working with criticism; Understanding your own prejudices; De Bono 6 hat thinking technique; Communicating with your superiors; Cellular/Holistic vision; Authority Levels.

Customer Care Training

Aim: To motivate and empower the learner to communicate clearly and concisely. Content: Attitude and Aptitude; Understanding People - Personality Profiling; Determining Your Personal Vision (Two Basic Emotions); Accountability - BASE and FASE; Consider Your Power; Meeting and Greeting and Cultural Awareness; Identifying the Required Skills for the Job. Outcome: At the end of this workshop the learners will have mastered the art of communicating positively and without barriers. Aligned to SAQA US ID US 246740 L4 C3 Care for customers

Developing your Management Potential III

Aim: This workshop is designed to further assist managers in their role as developers and leaders of a department and/or company concentrating on further tools of measurement and methodologies. It works well as a follow up to its two predecessors. The focus in this workshop is on providing theories to improve vision and decision making. Content: The McKinsey 7S Framework; Using Scenario Planning to assist strategic decision making; The Balanced Scorecard; The Service Profit Chain; The Fishikawa.

Enneagram and EI for Leaders

Aim: To empower and develop delegates and enable them to use their knowledge and skills on Emotional Intelligence, practically and effectively. Content: Principles and Theory of Emotional Intelligence explained, relating to leadership, self-management and in relation to the theory of multiple intelligences, including spiritual. Principles of Emotional Intelligence in practice, including attitudes, conflict handling (internal and external) communication, assertiveness, identifying stress and stressful behaviours.

Frontline Service and Upselling

Aim: To inform frontline and service or sales counter delegates on how to provide superior service in an in-house sales orientated environment, maximizing customer care in the interest of gaining customer loyalty. Content: Attitude and Aptitude; Determining Your Personal Vision; Customers – their expectations; Emotional vs. Necessary Purchase; DISC Approach from an Upselling Perspective; Simple Actions – Huge returns; Major Do’s and Don’ts; Practical Tools for Dealing with both Easy and Difficult Clients; Ensuring the Referral.

How to Deal with Difficult Clients

Course Content: The important role that customers play; Why are clients normally difficult? What do clients want when they speak of service and client care? What is considered courteous behaviour/good telephone etiquette and why is it important? What communication skills are necessary to make for a good client interaction? What is the KISS principle in customer care and why is it important? How do you calm a client down (4 techniques)? How do we overcome language barriers?

Leading Change

Aim: To understand the importance of strategically leading change in an organisation. Ineffective change management leads to a breakdown of strategy which in turn impacts negatively on the outcome. From a leadership perspective the specific circumstances that go along with change need to be identified, understood and effectively addressed.

Negotiating for Shop Stewards

Aim: This workshop is designed to assist the learners with the approach and skills necessary to enter a collective bargaining negotiation. It gives the learner a structured approach to the theory of negotiation easily enabling them to recognise tactics used against them and assisting them in gaining clarity on their own goals, thereby enabling better outcomes. A comprehensive approach to negotiation, this workshop is best presented over two days training, with both company and union representatives in the room.

Report Writing Skills

To supply the learners with the necessary knowledge and confidence, enabling them to conduct professional and accurate report writing. Content: Before you begin; Format of the Report; Table of Contents; Key; Introduction; Discussion; Conclusion; References; Appendices; Diagrams, Tables and Graphs; Grammatical Style; Common Errors

Stock Loss Prevention

Aim: This unit standard is intended for Management and staff who are responsible for supervising and implementing stock loss prevention plans in a wholesale/retail outlet within the provided broad guidelines or parameters. Content: What is shrinkage?

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