Job Readiness Skills (21 day programme)

Course Outline

Emotional Intelligence & Personal Mastery – 3 DAYS

MODULE 1: Emotional Intelligence and Self-awareness
 Self-awareness and Mindfulness
 Life Balance – Nurturing all four areas of our life
 Emotional Intelligence Core competencies
 The iceberg – the Enneagram compulsions
 Johari’s window
 Myers Briggs Personality Test
 Locus of Control

MODULE 2: Interpersonal Skills and Communication
 Developing polished interpersonal skills with staff and colleagues
 Giving and receiving feedback
 Open and closed communication climates
 Listening Skills
 Listening with empathy
 Communicating assertively
 Assertiveness test
 Demonstrating behavior that is direct, appropriate and respectful
 Dealing with aggressive people in the workplace
 Transactional Analysis
 Managing conflict
 Showing appreciation

MODULE 3: Self-regulation: managing our negative emotions
 The skills of self-regulation
 The skill of shifting focus and attention
 Being attentive to one’s emotions
 Recognising negative emotions & their negative impact
 Managing and controlling our negative emotions
 The ability to heal – the healing process
 Finding the gift in difficult times

MODULE 4: Developing a positive emotional focus
 Focusing on the good in your life
 Counting your blessings
 Living from a space of positive emotions
 The link between emotional intelligence & spiritual intelligence
 Emotional Intelligence Test
 How emotionally intelligent am I


This programme is a fun and highly interactive course using practical tools and techniques for delegates to master. Over 20 practical techniques and tools will be practically applied by delegates in the classroom and at work and home after the course. An assignment re-inforces the new skills learnt.


Effective Business Writing & Communication Skills –3DAYS
1. Understanding Communication
 The purpose of communication
 Choosing the appropriate communication channels
 Overcoming the barriers to communication

2. Action-reflection approach to writing
 The importance of good sentence and paragraph construction
 Preparing your ideas using tree diagrams
 Finding the appropriate tone
 Identifying common grammatical errors

3. Writing professional business documents
 Letters
 Memoranda
 Reports
 E-mails
 Proposals

4. Conducting effective meetings and writing professional minutes
 Compiling agendas and notices
 Practice writing professional minutes
 Following-up to ensure decisions are implemented

5. Deliver professional presentations
 Prepare a written report
 Design your written presentation
 Review your presentation strengths and weaknesses

6. Using checklists for reviewing your writing
 Content
 Organization
 Style
 Grammar


Call Centre and Telephone Etiquette - 2 DAYs
• Define what is my role as a Call Centre Agent
• Understanding the full use of telephone equipment
• Dealing with incoming calls as efficiently and politely as possible
• Stress the importance of acknowledging callers and keeping them informed at all times
• Describe standard telephone etiquette for answering calls, transferring calls and making calls
• Understand how to operate the telephone and contact centre equipment
• Ask probing questions to find out the purpose of the call and transfer to the correct person or department
• Capturing and logging the customer query on the computer information system
• Resolving customer queries promptly
• Prepare all necessary documentation and equipment prior to making an outgoing call
• Speaking eloquently and clearly on the phone
• The importance of ATTITUDE in my role
• Why should I be nice / civil to anybody
• Develop daily BEHAVIORS to be the best I can be
• Grooming myself for success
• Inviting Customers into the business with your superior TELEPHONE SKILLS
• Developing an understanding of Customer requirements by LISTENING
• Taking PRIDE in displaying courtesy and civility to others
• Clarify what is meant by customer service
• Explore who our customers are and what their diverse needs are
• Two way communication: open ended questions
• Use questioning techniques to identify specific needs of customers
• Explore the values and attitudes necessary for excellence in customer care
• Discuss my role and responsibilities when serving customers
• Dealing with customer queries effectively and efficiently
• How to handle conflict and conflict resolution techniques
• How to handle difficult customers and abusive callers
• Explain the importance of product knowledge in customer care
• Understanding how to deal with Confidential and non-disclosable information


Customer Service & Quality Management - 2 Days

- The critical principles of customer service?
- Determining your personal vision
- What am I responsible for? – Job Descriptions
- Why is customer service important to my job
- Quality Management Concepts & ISO
- Deming’s 14 points on quality management
- Quality framework for Customer Service
- Your company’s Customer Service policy
- Customers- our life line
- The DISC approach: your varied responses to different customers
- Product differentiation
- Understanding Customer needs
- Understanding your customers through questioning techniques
- Customer service oriented verbal communication, polite, specific, helpful
- Listening skills, listening with empathy
- Transactional analysis: understanding how to communicate effectively
- Customer service skills using the phone
- Key Performance Indicators for customer service staff
- Exceeding client expectations
- Conflict Resolution and difficult clients


Effective Sales – 2 DAYS

 Understanding your company’s mission & vision
 Determining your personal vision
 Effective Marketing practices
 The 4-Ps of Marketing
 The Marketing Plan
 Advertising
 Customer-driven Marketing & Sales
 Customers – our lifeblood
 Competencies of effective sales people
 Defining your client base
 Goal setting for sales
 Effective Time Management
 Administration – Paperwork & Record keeping
 Building Confidence
 Types of Behaviour
 Behavioural Styles (DISC)
 Product Knowledge
 Product Differentiation
 Process for Effective Selling
 Establishing Customer Needs
 Questioning Techniques
 Clarifying Understanding
 Active Listening
 Closing the sale
 Up-selling
 Selling in a Recession
 Negotiation Skills
 After-sales Service

Behaviours needed for sales persons
 Reject Rejection
 Some will, some won’t, so what
 Developing resilience for sales people
 Persistence and determination

Identifying the Reasons Why Clients Don’t Buy!
 No Trust
 No Hurry
 No Money
 No Need
 No Want or Value
 No Understanding
 No Courage to commit

Closing the Sale
 Overcoming each reason so as to close the sale
 Comprehensive techniques for closing the sale


HIV/AIDS Peer Educator – 2 DAYS

Module 1: The HIV/AIDS Pandemic
 Sexuality
 Identifying the personal, family, community and workplace impacts of the HIV pandemic
 What is HIV/AIDS?
 History of the HIV/AIDS pandemic
 Transmission of HIV

Module 2: How one becomes infected with HIV
 Risk identification questionnaire
 Unsafe practices
 How not to get AIDS
 HIV myths
 Stages in the development of HIV/AIDS
 HIV- gender, culture and attitudes
 Stigma and its consequences

Module 3: Living positively with HIV
 Knowledge is power
 Treatment and lifestyle options
 Anti-retroviral and how they work
 Access and distribution of ARV’s
 Getting to know your local provincial hospitals and procedures for accessing ARVs
 The effects of ARVs on a person
 Accommodating people on ARVs within the workplace
 TB and STI’s
 HIV and diet

Module 4: The role of the Peer educator
 Facilitation skills
 Understanding codes and the use of codes in training events
 Planning and preparing educational events
 Guiding problem solving sessions
 Training programme evaluation
 Training and counselling

Module 5: Counselling, Testing and Treatment
 Counselling people with HIV/AIDS
 Counselling techniques
 Counselling family members and children
 Referring HIV infected individuals for further counselling services
 Managing HIV/AIDS as a normal chronic disease

Module 6: Managing HIV/AIDS issues in the workplace
 Rights of individuals living with AIDS
 Rights of employers
 Privacy and confidentiality
 Discrimination in the workplace
 Accommodating sick employees and company medical incapacity policy


CV preparation and Presenting yourself in a Job Interview – 2 DAYS

Section 1:
The 5 Steps to Effective Preparation
Step 1: Preparing a good cv
Step 2: research the company
Step 3: develop answers to expected interview questions
Step 4: practice your answers
Step 5: prepare a list of questions to ask the interviewer

Section 2:
7 Steps to Success at the Interview
Step 1: make a good first impression
Step 2: bring relevant information
Step 3: be honest
Step 4: be personable and polite to everyone

Step 5: be aware of both your verbal and nonverbal communication
Step 6: listen attentively
Step 7: Effective and clear communication during the interview
Step 8: Articulating your words clearly and confidently
Step 9: Marketing your personal brand
Section 3:
How to Answer the 7 Most Common Questions Asked
1. Tell us a little about yourself
2. Why do you wish to work for this organisation?
3. What are your strengths
4. What are your weaknesses?
5. What do you expect from this organisation
6. How do you deal with conflict, communication, difficult customers?
7. Do you have any questions
• Have a copy of the advertisement and your CV available.
• Look professional – remember this is an important position for which you have applied. Your dress for the interview should reflect the importance of the position, while also reflecting who you are, your personality and individuality.

Section 4:
Understanding the basically eight types of questions you may face during the course of an interview:
Credential verification questions
Experience verification questions
Opinion questions
Dumb questions
Math questions
Case questions
Behavioural questions
Competency questions

Section 5
Skill Application
A whole day will be spent on doing role plays of an actual interview. The course is filled with many activities where learners will role play how to conduct themselves in an interview, using the various skills learned. Developing an interview guide and role-playing the interview using all the skills they have learned.

Contact Details
Course Details

Unit Standard: 

252031,2153,12155,14348,10052,10047& 8555

NQF Level: 

Level 2
Level 4
Level 5