Durban

GENERIC MANAGEMENT

Induction Session   Session 1

Session 2 08-Mar-19

Session 2 08-Mar-19

Session 1 08-Mar-19

Learning Programme 1: Role of the Supervisor- PoE Submission

Session 3 03-May-19

Session 3 05-Apr-19

Session 3 05-Apr-19

Session 3 05-Apr-19

Learning Programme 1: Role of the Supervisor - Feedback & Remediation

Session 4 TBC

2.Learning Programme 2: Supervision as a management function - PoE Submission  

Session 4 07-Jun-19

Session 4 03-May-19

Session 4 03-May-19

Session 4 03-May-19

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.

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.

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.

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.

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 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.

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.

Business Etiquette and Diversity

Aim: To explain and demonstrate the need for “appropriate” behaviour. Assisting the delegate with deciding what is appropriate and informing the delegates as to the dos and don’ts of other cultures. Course Content: Etiquette – What is it? Personality, where culture, etiquette and personal preferences overlap; The Etiquette of Cross Cultural Communication; Time and Personal Space; Gender and Etiquette; Grooming; Generational Differences

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

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

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

Ethics in Management

Aim: The purpose of this workshop is to explain and demonstrate the importance of establishing an ethical culture in the workplace. Content: What are Ethics? Identifying Core Business Areas; Identifying Ethical and Unethical Conduct; Culture Creation; Follow Up and Reinforce. Outcome: At the end of this workshop delegates will have an understanding of the importance of good ethical conduct in the workplace as well as possessing the knowledge of how to implement a Code of Ethics. Aligned to SAQA US ID 116484 L5 C6 Evaluate a specified code of ethics and/or code of conduct

Goods Receiving and Dispatch

Aim The aim of this course is for delegates to be able to receive stock in a wholesale/retail organisation, implement security procedures to prevent shrinkage and losses and enhance the efficiency of the supply chain by recording required information on stock being received and dispatched.

How to Deal With Difficult Discussions

Aim: To assist all delegates in their use of a personal efficiency programme allowing for their personal and company vision to materialise and to provide structure to their personal and professional lives. Course Content: Identify Possible Points of Contention; Separate Reality and Perception; Develop Positive Alternatives; Listening to Learn; Collaborate to Solve; Don’t Sweat the Small Stuff

Managing Milennials

Aim: To explain and demonstrate the need for the incorporation of “Generation Y” or the Milennials into the workforce from a leadership perspective. Assisting leaders with understanding the youth and how to harness this generation’s strengths. This is a must do workshop for all leaders if we wish to build a sustainable future for South Africa. Content: Recognising Generational Differences; Recognising Current Generation Y Strengths; Recognising Current Generation Y Challenges; How to Motivate Generation Y; How to Tap Into Generation Y Energy.

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 ♦ The key to effective writ

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.

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