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?
*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.
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?
Course Content: The important role that customers play, Why are clients normally difficult? What do clients want when they speak of service and client care? What is considered courteous behaviour/good telephone etiquette and why is it important? What communication skills are necessary to make for a good client interaction? What is the KISS principle in customer care and why is it important? How do you calm a client down (4 techniques)? How do we overcome language barriers?
Aim: To educate supervisors, junior and middle management on the basic requirements of good management Content: What Are the Qualities of a Good Manager? Understanding People, Making the Transition From Worker to Manager, Understanding Your Own Role and Responsibilities, Understanding Your Management Style, Is Your Approach Holistic or Cellular? Setting Clear Goals and Expectations, Going for the Quick Fix over the Lasting Solution, Setting Clear Standards, Delegating and Empowering, Making Time for Employees, Recognising Achievement, Failing to Learn, Training Your Staff.
Aim: To supply the learners with the necessary knowledge and confidence, enabling them to conduct advanced business conversations and ensure high standards of communication within an organisation. Content: ,Listening Tonality, Positive Speech, Forming a commonality, Personality Types - Understanding People, Body Language Analysis, Setting boundaries / Assertiveness, Understanding and working with criticism, Understanding your own prejudices, De Bono 6 hat thinking technique, Communicating with your superiors, Cellular/Holistic vision, Authority Levels.
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.
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
Course Content: The important role that customers play, What do clients want when they speak of service and client care? How important is punctuality in today’s world? What is considered courteous behaviour and why is it important? What communication skills are necessary to make for a good client interaction? What is the KISS principle in customer care and why is it important? How do we overcome language barriers? How familiar may we be with clients? From language to socialising.
Aim: This workbook is designed as an introduction to the business world. It is suitable for upliftment candidates such as housekeeping staff being groomed for reception, or even interns straight from matric who need to see the bigger business picture. Often the only criteria stopping suitable job candidates is a lack of confidence and sometimes a lack of global understanding of business terms, especially in the English language. This workbook is geared around discussion and information sharing.
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
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. The workshop is open to all personnel. As studies show that individuals with improved emotional intelligence are likely to be four times as successful as their equal IQ counterparts, this workshop is a must!
Aim: To motivate and empower the learner to communicate clearly and concisely. Content: Attitude and Aptitude, Understanding People - Personality Profiling, Determining Your Personal Vision (Two Basic Emotions), Accountability - BASE and FASE, Consider Your Power, Meeting and Greeting and Cultural Awareness, Identifying the Required Skills for the Job. Outcome: At the end of this workshop the learners will have mastered the art of communicating positively and without barriers. Aligned to SAQA US ID US 246740 L4 C3 Care for customers
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
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.
Aim: To assist all business people with observing business protocol and etiquette ensuring successful relationships with colleagues and clients. Content: Etiquette- What is it? Manners and Etiquette, Personality, Daily Etiquette, Procedures and Protocol, How to Introduce People, How to be the Perfect Guest, How to Leave a Party Graciously, More How To's, Time and Personal Space, The Etiquette of Communication, Electronic Communication, Business Meetings, Business Entertaining, Business Travel, Etiquette and Finesse, Networking and Collaboration
Aim: To inform frontline and service or sales counter delegates on how to provide superior service in an in-house sales orientated environment, maximizing customer care in the interest of gaining customer loyalty. Content: Attitude and Aptitude, Determining Your Personal Vision, Customers- their expectations, Emotional vs. Necessary Purchase, DISC Approach from an Upselling Perspective, Simple Actions- Huge returns, Major Do - s and Don - ts, Practical Tools for Dealing with both Easy and Difficult Clients, Ensuring the Referral.
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.