Business Value Programmes

Business Value Programmes

Service Excellence For Call Centre Agents (2 Days)

The programme will be designed to improve the professionalism of the employees and achieve consistency of service levels in the Call Centre. Delegates will understand the impact on them and their organisation of providing the best possible service learning to communicate with clients in a professional and effective manner.

The Service Excellence training course will uplift the organisational excellence of Call Centre staff when dealing with clients. Delegates will understand how to professionally interact with clients and have a heightened awareness of people’s needs and expectations to reach the company values and achieve strong customer focus. The training can be integrated around the company vision and values so that the staff also focus and share the same vision.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • It’s all about people – customer needs and expectations
  • Analysing service levels in the context of the customer
  • Portrait of a Call Centre Agent
  • The dimensions of service quality
  • Evaluate your own customer service levels

DOWNLOAD the full course outline.


Emotional Intelligence (2 Days)

ALIGNED TO UNIT STANDARD ID 252031, NQF LEVEL 5, 4 CREDITS

It is said that IQ gets you through school but EQ gets you through life. In today’s business environment, managers are required to be coaches, leadership skills are needed at every level and communication skills are the fundamentals for success in every organisation. It is becoming critical to not only understand the scope of work but be able to analyse and understand one’s self and the people you manage, in terms of motivation, behaviour and performance potential.

Emotional intelligence is the ability to identify, understand and control one’s thoughts and feelings, communicate them clearly to others and interact with empathy towards other’s emotions. This workshop teaches the basis of emotional intelligence and gives guidelines on applying the theories in everyday situations that arise when working with people.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • Understand the concept of emotional intelligence and how this impacts on leadership
  • Analyse the relationship between emotional intelligence and self-awareness
  • Analyse the relationship between emotional intelligence and self-management
  • Analyse the relationship between emotional intelligence and social awareness
  • Apply techniques for responding to situations in an emotionally intelligent manner
  • Analysing the impact of emotional intelligence on life and work interactions
  • Evaluating own level of emotional intelligence in order to determine developmental areas

Testimonials

“The course is very relevant and informative” ~ Makonko De Villiers (Teba Bank)
“This is a course well worth doing and I would recommend it to others” ~ Jaco Ferreira (SARS)
“I think this was a brilliant course. I have learnt so much” ~ Zanele Molobi (Trudon)
“The course has given me a great deal of knowledge and equipped me to positively change my work & home environment” ~ Patricia Hilly (Royal Swaziland Sugar Corp)

More Testimonials DOWNLOAD the full course outline.

Finance for Non-Financial Managers (2 Days)

ALIGNED TO UNIT STANDARD ID 117156, NQF LEVEL 4, 3 CREDITS

The programme is designed to provide Non Financial Managers with a better understanding of the dynamics involved in financial management and to equip them with practical experience. Delegates will be given the ability to interpret financial statements and use the information to make a financial decision. The workshop will benefit any businessperson involved in finance requiring a theoretical understanding and practical application of financial tools, techniques, procedures and terminology.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • Understand the importance of financial management
  • Identify, solve problems and make financial decisions
  • Understand basic accounting principles and concepts
  • Analyse the elements of an income and expenditure statement
  • Analyse the elements of a balance sheet
  • Be able to compile a personal assets and liabilities statement

DOWNLOAD the full course outline.

People Management and Leadership (3 Days)

ACCREDITED TO UNIT STANDARD ID 14667, NQF LEVEL 4, 10 CREDITS

The aim of the People Management workshop is to strengthen your current management and leadership skills with a powerful, more distinguished dimension. This workshop has been designed to enhance and build on your current leadership abilities. It will help all managers and leaders develop the essential skills to influence and motivate their staff to achieve exceptional performance. Leadership is built on solid management skills. This foundation provides the essentials necessary for supporting and sustaining your management qualities and performances. Maintaining a balance between achieving results and developing your people is the key to successful management. This workshop increases your awareness of your current leadership style and abilities. You will also appreciate the impact your leadership style has on those who work with you. The course then provides you with a tool-kit of ideas to increase your leadership skills back in the workplace.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • Explore management principals required to run a successful business
  • Planning, setting objectives and the benefits of good organisational skills
  • Organising resources to match the task objectives
  • Maintaining control – monitoring and assessing
  • Developing your leadership style
  • Empowering yourself by perfecting your management skills
  • Improving problem solving and decision making skills
  • Developing people skills – maximising effective communication
  • Leading successful teams – motivation and the importance of trust
  • Implementing skills and strategies to manage and resolve conflict

Testimonials

“It was one of the best courses I have ever been on” ~ Margaret Bosch (Robor Open Section)
“Brilliant job – I would recommend this training to any manager” ~ Josephine Mtshweni (Bidair services)
“The course provides practical tips which can actually be implemented in the workplace; gets you thinking of your current team dynamics and ways in which this can be improved” ~ Cheronne van Rensburg (Grandslots)
“The course was very informative and was presented with ease and confidence” ~ Sylvia Isaacs (Dept: Water Affairs & Forestry)
“This has been the best course ever. Exciting, educating and two way communication” ~ Anil Heeralall (DHL Global Forwarding)

More Testimonials DOWNLOAD the full course outline.

Professional Skills for Executive Secretaries and PA’s (2 Days)

ALIGNED TO UNIT STANDARD ID 110021, NQF LEVEL 4. 6 CREDITS

Executive secretaries of the 21st Century require knowledge, skills and abilities that are closely aligned to many of those of their executive bosses. They are required to have problem solving abilities and the initiative to think on their feet while juggling many balls all at the same time and without dropping any! The Professional Skills for Executive Secretaries and PA’s workshop will strengthen your current skills with a powerful, direct approach to ensure the achieving of personal effectiveness in the business environment.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • Develop a highly professional image and attitude
  • Grow your interpersonal relationships by communicating clearly and concisely
  • Understand cultural and communication barriers and how to overcome them
  • Manage time to improve efficiency
  • Exceed client’s needs and expectations
  • Help create systems that streamline processes and improve record maintenance and filing
  • Arrange all travel arrangements and itineraries
  • Ensure that you take ownership of yourself, your job and your future

DOWNLOAD the full course outline.

Project Management Fundamentals (3 Days)

ALIGNED TO UNIT STANDARD ID 120372, NQF LEVEL 4, 5 CREDITS

All employees in an organisation may at times work with projects. This may bring you into contact with consultants, project teams and project managers. Whilst you may not manage specific projects it is important that you understand both the technical and managerial aspects of project management. This will ensure that you and your organisation can make an informed contribution to the projects and can monitor implementation and outcomes.

Project management requires special knowledge and skills. Many projects are cancelled before they are completed. Many are completed late and cost well over their original estimates. And, of the rare few which are completed, on-time and within budget, many do not meet the needs of the project stakeholders. It is essential that effective project managers develop the organisational and interpersonal skills needed to manage a project from the strategic stage through to completion. Upon completion of this project management training course you will be able to start operating in a project environment by understanding the terminology used in a project management environment. You’ll also be able to interpret and explain the fundamental concepts of project management.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • To understand the nature of a project
  • To adapt to the differing nature and to utilize application of project management
  • Understanding of types of structures involved within a project environment
  • The application of organisation structures
  • The application of organisation structures
  • Understanding and applying roles and responsibilities of Project Sponsors, Project Managers, Project Members and stakeholders
  • An in depth understanding of all major processes and activities within project management
  • To be competent to start operating in a project environment by understanding the terminology used in a Project Management environment
  • To be able to interpret and explain the fundamental concepts of project management
  • Create and sustain focused and motivated teams
  • Solve problems, identify solutions and apply corrective action steps
  • Effective communication, working successfully with the project team
  • How to successfully complete the project by risk management and control procedures

Testimonials

“Very informative and well presented” ~ Kelly Wilson (Dawn HR Solutions)
“This course was very fruitful and provided more insight and preparation for future projects” ~ C.M. Ndaba (SAPS)
“Impressed with the evaluation throughout” ~ Edwin Selera (Telecom Distribution)
“I enjoyed my training, the facilitator was very good and understandable” ~ Johannes Machaba (City of Johannesburg)

More Testimonials DOWNLOAD the full course outline.

Supervisory Skills for Team Leaders (2 Days)

ALIGNED TO UNIT STANDARD ID 242821, NQF LEVEL 4, 6 CREDITS

The purpose of the Supervisory Skills for Team Leaders workshop is to strengthen your current supervisory skills. It explores the role of the team leader in ensuring that the team meets organisational or required standards. The course grows an understanding of responsible leadership and high performance leadership of teams. It is understood by most leaders that effective management is a prerequisite to being viewed as a great leader and because of the dynamics of the South African market, the focus on leadership has intensified from an interest to a need.

This two-day workshop increases your awareness of your current supervisory style and abilities. You will understand organisational requirements to apply management by objectives. The course then provides you with a tool-kit of ideas to increase your supervisory skills back in the workplace.

This Supervisory Skills workshop is designed to help all supervisors/team leaders develop the essential skills to influence and motivate their staff to achieve exceptional performance.

WHAT THIS COURSE CAN DO FOR YOU BOOK NOW!

  • To understand the role of a team leader
  • To understand the purpose and power of the team
  • To obtain commitment of the team by contracting
  • To monitor the achievement of team objectives.
  • To apply performance management tasks
  • To enhance interpersonal skills within the context of a management framework
  • To highlight tasks required of supervisors
  • To assist supervisors and team leaders in ensuring that their teams meet the organisation’s standards
  • To expose delegates to practical situations that occur in the workplace

Testimonials

“The course has given a renewed interest in improving my leadership skills and creating a positive work environment.” ~ Anelie van der Merwe (Unison Communications)
“This course has added great value to me personally. I’m confident that I will be a great leader to my team” ~ Sibongile Tshabalala (Interwaste)
“The course was informative and relevant to my work” ~ Charity Matlou (Department of Justice)

More Testimonials DOWNLOAD the full course outline.