Emotional Wellness Training/ Customer Service Training

Over the last century, LifeLine Johannesburg hosts our popular 5 day Emotional Wellness training/ Customer Service training programme for employees. This is a full training programme offered to our top blue chip companies who have a vested interest in their employees. The training is highly experiential and takes place in a relaxed environment with a minimum of 6 participants and maximum of 16 participants.

Training will occur over a 5 Day period. Ideally it would be best if training days were split over consecutive weeks to allow time for participants to assimilate and put learnings into practice. Between each week there should be a week’s break to allow for integration of skills learned. There will be a wrap up session which will take place a month after the last days training. This is to ensure that training learnings are being implemented, allows for revision, discussion and group closure.

The Emotional Wellness training/ customer service offers participants a unique opportunity to improve EQ, continue along the path of effective interpersonal skills and learn to build meaningful connections with others through growing personal awareness. Stress management, time management and work/life balance are examined, and assertive communication grown, leading to skill development, potential behavior modification and attitude shift.

Each individual’s impact upon others carries the stamp of their personal paradigms and strongly influences how successful their relationships – both workplace and private – become. Through the 4 modules of this Emotional Wellness Journey, skills are taught, awareness grown and practice stressed – leading to behavior change resulting in greater personal knowledge, confidence to continue along the development journey into successfully achieving workplace and personal goals set as well as improved workplace performance and increased motivation in employees

OVERALL OBJECTIVE OF TRAINING

To enhance communication styles, and maximize effective interpersonal relationships
To encourage development of confidence in communication situations
To offer opportunities for personal development and awareness
To teach and enhance assertiveness and conflict management
To offer opportunities for connection and building of diverse relationships

AIMS OF THE TRAINING PROGRAMME
To build effective interpersonal communication
To develop active listening and effective responding skills
To grow personal awareness and develop awareness of personal communication style
To improve performance by analyzing and reducing communication blocks
To increase effectiveness by promoting clear communication
To develop and enhance an assertive communication style
To teach conflict management skills
To offer opportunities to practice skills learnt

OUTCOMES
At the end of the 5 day training programme learners will have:
Identified and improved listening and effective communication
Developed an awareness of personal interactive styles
Grown in personal awareness and EQ
Analysed and practiced assertive communication in contrast to aggression and submission
Developed and practiced a conflict management model
Analysed personal stressors and committed to stress management techniques
Committed to effective time management and work/life balance adjustments
Grown in personal understanding and confidence
Bonded as a group/team
Offered and received interpersonal feedback

PRE-TRAINING QUESTIONNAIRE
Each participant will receive a pre-course questionnaire which they are required to fill out on their own personal working habits. In addition, they will need to ask a manager and a colleague to rate them as well based on this questionnaire.

Day 1
EFFECTIVE INTERPERSONAL COMMUNICATION SKILLS

Day 2
PERSONAL AWARENESS AND EQ

Day 3
ASSERTIVENESS AND CONFLICT MANAGEMENT

Day 4
STRESS MANAGEMENT, TIME MANAGEMENT AND WORK/LIFE BALANCE

POST-TRAINING QUESTIONNAIRE

Wrap-up Session (approximately a month after Day 4)
1) Check in
2) Consolidation and revision
3) Opening of feedback comments, discussion
4) Interpersonal feedback
5) Forward commitment
6) Evaluation of programme

Please note: We are very flexible in terms of days and modules. Therefore, if there is a module that your company would like to emphasize more on we are more than happy to accommodate your needs. All proposals are tailored to your company needs and expectations

Contact Details

Contact Person: 

Bernadette
Course Details

Course Delivery Method: 

Blended Blended

Presented Presented Courses

In House In-House

On Demand On Demand

Course Duration: 

5 Full Days

Cost: 

Please contact us for a tailored quote for a minimum of 6 delegates

Course fee Includes: 

LifeLine Facilitator/s, notes/handouts and all training material