Durban

Business Writing Skills

*Also available as a 2-day workshop. Aim: To supply the learners with the necessary knowledge and confidence, enabling them to conduct professional and accurate e-mail and business writing support. Content: ¨ The Six C’s of business letter writing ¨ Business letter writing checklist ¨ Opening and closing formats ¨ Keep to the point ¨ Setting the tone ¨ Conversational style techniques ¨ Writing in plain English ¨ Sentence Structure ¨ Jargon ¨ Headings ¨ Closing ¨ E-mail Specifics Outcome: The learners will be able to deliver a professional and well-presented business letter or e-mail.

Resilience Training

Aim: The purpose of resilience training is to equip the delegate with useful information, practical skills and tools to build resilience in a personal and professional capacity. Through this process, the delegate should be able to use these skills to build trust and create positivity within a team. Resilience training is especially helpful to teams experiencing the stress of change and is an important part of change management.

Telesales

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

Assertiveness Training

Aim: This workshop is geared towards all those individuals who wish to develop their assertiveness, enabling them to get results quicker and more effectively and communicate in an assertive manner with clients and fellow workers. Content: ¨ What is Assertiveness? What is it not? ¨ Getting to know and understand people! ¨ Personality types ¨ Understanding yourself ¨ Understanding negative behaviour ¨ Handling conflict and aggression ¨ What do all assertive people have in common?

Sexual Harassment

Aim: This half day workshop gives guidelines on how to deal with sexual harassment and gender ethics within the workplace, the causes, consequences to individual and company, the potential resolutions and cures. Sexual Harassment law suits are costly and organisations that have regular awareness training are less likely to be in a position of having to defend their actions and decisions.

Merchandising

Aim: This unit standard is intended for those individuals who are responsible for displaying merchandise visually in a wholesale/retail outlet where there is some freedom to merchandise within the provided broad guidelines or parameters. Content: What is visual merchandising?

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.

Diversity Training

Aim: To assist the learners with the necessary knowledge regarding issues of diversity in a specific South African context. Course Content: Cultural Diversity; Can we continue to challenge and shape our perceptions as adults? Understanding Prejudice; The Role of the Media; Employment Equity and the Bill of Rights; Issues of Conflict and Cooperation, Power and Privilege; Concentrating on Areas of Similarity and Positivity; Culture and Etiquette From Around the World

Personal Mastery

Aim: To empower and develop delegates and enable them to use their knowledge and skills to the fullest, practically and effectively. This workshop includes a one hour pre-course questionnaire for individual Enneagram reporting. The Enneagram is arguably the most valuable self-mastery tool available to us today.

Frontline Reception II (Advanced)

Aim: To assist receptionists and office administrators in reaching goals and setting high standards in the smooth operation of the front office. Content: Skills, Qualities and Attributes, Identifying and Classifying Your Customers, Developing Your Role and Contribution, Identifying Urgent Versus Important, Assertive Communication, The Key to Effective Written Communication, Effective Minute Taking, Keeping an Effective Diary, Maintaining Professionalism and Etiquette, Additional Material for Leisure Reading, Useful Info on Setting up Agendas.

Emotional Intelligence

Aim: To supply the learners with the necessary knowledge and confidence, regarding communication in an emotionally intelligent manner, applying such principles to personal and work life. Content: The principles of emotional intelligence explained, The principles of emotional intelligence in practice, Self-confidence, self-awareness, self-esteem and locus of control. The importance of personal and interpersonal competencies, Techniques for giving and receiving feedback, Using the Johari window

3 Day Leadership +

To apply leadership concepts in a work context using the Enneagram Self-Mastery Tool. A portion of this workshop is customised to the individual. This workshop is fully accredited with unit standard 242824. AIM: To apply leadership concepts in a work context using the tools of self-awareness to effectively develop leadership ability. COURSE CONTENT What is Leadership Understanding the concept of leadership within the working environment. What are the qualities of a leader? Exploring the roles a leader plays and the qualities exhibited.

How to Manage Effective Meetings

Course Content: Plan and Prepare for the meeting, including all the necessary role players, Setting the Agenda and the Objectives, Preparing the information packs, Understanding your role as facilitator/meeting chairperson, Understanding group dynamics and communication styles, Optimising the outcomes of the meeting through proven techniques, De Bono 6 Hat Thinking, Managing conflict, using active listening, paraphrasing and using a- parking lot - , Working with the meeting secretary, When to work with sub-groups/sub-committees

Conflict Prevention and Resolution

Aim: To supply the learners with the necessary knowledge and confidence, enabling them to recognise potential conflict situations, address the situation in a manner that makes the conflict positive as well as mediate where necessary. Course Content: What is Conflict Management? Why is There Conflict? Your Own Conflict Handling Modes, Identifying the Stages of Conflict, The relationship Between Competition and Conflict, The Five Modes of Conflict, Creating a Personal Conflict Management Approach, Creating an Organisational Conflict Management Plan, Mediation

Developing Your Management Potential II

Aim: To further assist managers in their role as developers and leaders of a department and/or company concentrating on more specific tools of measurement and methodologies. Content: 8 Common Themes of Successful Companies, Using the Conscious and Unconscious Learning Matrix, Understanding the Influence of Different Values, Using the Force Field Analysis, Using the JOHARI Window, Using Situational Leadership, Using Feedback to Its Greatest Advantage, Not Just APOP!

Office Management 2 Days

Aim To assist PA's, receptionists and office administrators in reaching goals and setting of high standards in the smooth operation of the company and management team Content: ? Skills, qualities and attributes required for success ? Identifying and classifying your customers (internal and external) ? Developing your role and contribution to the organisation - working to clear goals and objectives ? Identifying urgent versus important tasks and realistic deadlines ? Dealing with disorganised people ? Assertive communication - saying 'no' and still being effective ?

Customer Care Training 2 Day

To motivate and empower the learner to communicate clearly and concisely. Emphasis on client care and relationship building. This Services SETA Accredited workshop is aligned with Unit Standard 10354: Contribute to a diverse working environment in a Contact Centre

Coaching Skills for Supervisors

Aim: This workshop is for supervisors. Content: Introduction and History of Coaching, Definition(s) of Coaching, The Value of Coaching, Important Principles of Coaching, The Qualities of a Great Coach, Key Skills That Every Coach Needs to Succeed, Creating the Coaching Relationship, Understanding Beliefs and Behaviours, Identify Areas of Development in Your Agents, Choosing the Right Tool(s) for the Job, Understand and Follow the Coaching Process, Recognising and Rewarding Behaviour, Engaging Your Agents Through Social Media.

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.

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.

Frontline Reception I

Aim: To advise and guide the learner in a practical and fun way in the finer points of reception and communication excellence. Content: Attitude and Aptitude, Understanding People, First Impressions Last, Colours, Body Language, Communication Starts With the Ability to Listen, The Etiquette of Meeting and Greeting, The Etiquette of Telephonic Liaison, Effective Communication Skills, Exceeding Expectations, Solidifying My Role as- Director of First Impressions - , A Comprehensive List of Information for Receptionists, What Procedures Should You Have?

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.

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

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