Future Leaders Development Programme - 11 days

UNIT STANDARD ALIGNMENT

118028: Supervise customer service standards

117877: Perform-one-to-one training on the job

PURPOSE

  • Building leadership capacity
  • Identifying staff who are passionate
  • Channelling energy
  • Building morals

ROUND 1: SERVICE PROMISE (2-days)

  • The industry and risks
  • Business terms
  • Gold Reef City brand promise
  • Service standards
  • Grooming & “costumes”
  • Costing the service

ROUND 2: IMPROVING SERVICE DELIVERY (2-days)

  • Complaint evaluation
  • Effectiveness & efficiency
  • Identifying system, resource or staff needs
  • Innovation & creative solutions

ROUND 3: SUPERVISING TEAMS (2-days)

  • Function scoreboard
  • Team leader role & skills
  • Team planning
  • Organising
  • Controlling
  • Team skills plan and audit

ROUND 4: COACHING (2-days)

  • Poor performance
  • Skills gap
  • Job aids
  • Questioning
  • Coaching plan
  • Assessment
  • Giving feedback

ROUND 5: COMMUNICATION (2-days)

  • Supervisor language
  • Listening skills
  • Assertiveness
  • Influencing styles & change
  • Leading a meeting
  • Presentation skills

Group Presentations

Contact Details

Contact Person: 

Tamsin Puren
Course Details

Unit Standard: 

2 unit standards linked to this programme

Course Delivery Method: 

Presented Presented Courses

In House In-House

On Demand On Demand

Course Duration: 

11 days

Cost: 

Please contact us for a competitive quote