Categories for Training

Service Excellence [2 Days]

The training programme is for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers. Delegates will understand the impact on them and their organisation of providing the best possible service learning to communicate with customer’s in a professional and effective manner.

  • Defining good service
  • Evaluating service levels
  • Defining customers
  • Understanding the Moment of Truth
  • Defining WOW service
  • Dealing with difficult clients and complaints
  • Understanding customers
  • Communicating correctly with customers
  • Building customer relationships
  • Exploring telephone etiquette
  • Processing calls professionally
  • Personal accountability
This course is intended for all employees in organisations who recognise that a highly competitive market prizes Service Excellence above all customer retention factors.
  • Introduction to Customer Service – 21st Century Challenges
  • Good vs. Poor Service
  • Who is my Customer?
  • Customer Satisfaction
  • Wow! Service – Going the Extra Mile
  • Dealing with Customer Complaints
  • Understanding your customer
  • Communication Skills – a Vital Tool for Excellent Customer Service
  • Effective Telephone Etiquette
  • Processing Incoming Calls
  • Processing Outgoing Calls
  • Personal Accountability & Commitment Plan
Train the Trainer [3 Days]

This unit standard will provide recognition for those who facilitate or intend to facilitate learning using a variety of given methodologies. It will prepare trainers to facilitate a unit standard for other learners.

Effective facilitation is the goal of this course! Facilitation is assisting a group to determine and or achieve a particular task. To achieve the most effective outcomes however, one needs to look for and use the most appropriate processes for both the group and the focus. In the facilitation process, the trainer will need to ensure that all learners have an opportunity to contribute and challenge the participants to find the best results. Not to be forgotten – the purpose and design will need to be clarified with the client.

Effective facilitation is therefore about working with people and assisting individuals with their interactions and discussion. Differences in people need to be valued – people think, learn and operate in different ways. Understanding and applying basic principles to the development and delivery of the facilitation will go a long way to improving both the experience and the results of the group.

To make learning most effective, with better retention, recall, and transfer, it must be tailored specifically to individual learning needs. Facilitation methodologies tools will be given to help trainers prepare for, facilitate, and assess the learning activity/experience. These methodologies are helpful in situations in which one needs to shift from being a “sage on a stage” to being a “guide on the side.”

Increased confidence has been found in facilitators who follow the various facilitation methodologies. The vital role of assessment appears as a thread throughout the methodologies and the importance of defining learning outcomes, setting up the activity, and providing closure is emphasised. Additional modules discuss facilitation issues and tools.

There are numerous ways facilitation can be improved and create an opportunity to stretch oneself. This course will provide input on how to do this.

  • Define facilitation
  • Understand how to plan and prepare for facilitation
  • Consider different learning styles
  • Design the facilitation process and experience
  • Improving the training venue
  • Facilitate learning in an improved way using various resources
  • Understand various facilitation methodologies and assessment methods
  • Evaluate learning and facilitation
Those who facilitate or intend to facilitate learning.
  • Plan and Prepare for Facilitation
  • Facilitate Learning
  • Evaluate Learning and Facilitation
  • Personal Accountability & Commitment Plan
Team Building Workshop [Half Day]

Team building activities increase camaraderie, positive communication, idea sharing, raises morale, encourages bonding and is fun!
The effects of team building extend beyond the team in the workplace. It improves the ways in which employees engage with customers and develop strategies to promote products and services. Team building is therefore essential for the growth of any company.

It can be used at any time of the year – year-end to recognise achievements, beginning of the year to provide motivation for the new year or during the year to consolidate a team. This programme will unify your employees and involve everyone in personal and group awareness for continued success.

Delegates evaluate themselves for a better understanding, increasing motivation and positive behaviour. It will integrate and cement the team and consolidate a foundation of trust and team synergy. The workshop incorporates fun group activities, competition, individual diagnosis and facilitated feedback.

  • Improve understanding of team members
  • Build trust and motivation
  • Identify and understand individual personality and social styles
  • Move out of comfort zones to develop self
  • Identify the stage of the team and how to grow the team
  • Become a winning team
The course is suitable for all levels of staff, teams and departments. Can be targeted at teams who require a fun intervention to maintain or build team spirit, need consolidation or motivation, teams that are not creating the required results or require input on becoming winning teams.
  • Icebreaker
  • Building Team Trust and Motivation
  • Identifying Individual Personalities and Social Styles
  • The Way Forward – Become a Winning Team
  • Personal Accountability & Commitment Plan
Team Building Workshop [1 Day]

Team building activities increase camaraderie, positive communication, idea sharing, raises morale, encourages bonding and is fun!
The effects of team building extend beyond the team in the workplace. It improves the ways in which employees engage with customers and develop strategies to promote products and services. Team building is therefore essential for the growth of any company.

It can be used at any time of the year – year-end to recognise achievements, beginning of the year to provide motivation for the new year or during the year to consolidate a team. This programme will unify your employees and involve everyone in personal and group awareness for continued success.

Delegates evaluate themselves for a better understanding, increasing motivation and positive behaviour. It will integrate and cement the team and consolidate a foundation of trust and team synergy. The workshop incorporates fun group activities, competition, individual diagnosis and facilitated feedback.

  • Improve understanding of team members
  • Build trust and motivation
  • Identify and understand individual personality and social styles
  • Move out of comfort zones to develop self
  • Identify the stage of the team and how to grow the team
  • Become a winning team
The course is suitable for all levels of staff, teams and departments. Can be targeted at teams who require a fun intervention to maintain or build team spirit, need consolidation or motivation, teams that are not creating the required results or require input on becoming winning teams.
  • Icebreaker
  • Building Team Trust and Motivation
  • Identifying Individual Personalities and Social Styles
  • Moving out of Your Comfort Zone
  • Team Development
  • Continue Moving Forward – Become a Winning Team
  • Personal Accountability & Commitment Plan
Supervisory Development Programme

To become a competent and confident leader of the future, supervisors are invited to embark on an exciting journey of learning. The programme has been designed to incorporate essential high level inter- and intra-personal skills to enable supervisors to adapt, motivate, lead and manage their subordinates with confidence through changing times.

  • Examine time management skills and select and implement solutions which will assist them in meeting work, team and personal deadlines.
  • Explore the basics of Emotional Intelligence and apply the guidelines and theories in everyday situations that arise when working with people.
  • Discover your ‘basket of benefits’, master them and realise what you are capable of offering the organisation.
  • Explore communication and understand the appropriate ways in which to communicate, to become comfortable in communicating both up and down in the organisation.
  • Master business communication and manage relationships both up and down.
  • Present oneself effectively with confidence to both large and small audiences.
  • Realise how to influence and motivate staff to achieve exceptional performance.
  • Learn how to maintain a balance between achieving results and developing your people.
  • Increase awareness of your current leadership style and abilities.
  • Improve coaching and mentoring skills, producing a positive developmental culture within the organisation.
  • Monitor ongoing performance so as to incorporate effective developmental plans for employees.
  • Understand and apply the Performance Management Cycle to maximise human resource potential in the organisation.
  • Develop a more professional and effective manner in which to handle both internal and external customers.
  • Enhance email etiquette and learn how to draft emails that are clear and concise and won’t be misinterpreted by co-workers.
This workshop is aimed at all those who have supervisory/team leader responsibilities, those earmarked to take on supervisory/ team leader roles or those who have recently been promoted to a supervisory/team leader management position.
  • Module 1: Time and Productivity (1 day)
  • Module 2: Emotional Intelligence (1 day)
  • Module 3: Mastering Business Communication (1 day)
  • Module 4: Presentation Skills (½ day)
  • Module 5: People Management and Leadership (2 days)
  • Module 6: Coaching Skills (1 day)
  • Module 7: Performance Management (1 day)
  • Module 8: 21 Century Service (½ day)
  • Module 9: E-mail Etiquette (½ day)
  • Personal Accountability & Commitment Plan
Situational Leadership [1 Day]

The aim of the Situational Leadership skills course is to build on current leadership abilities. It will help all managers and leaders to address individual developmental needs and so influence and motivate their staff to achieve exceptional performance.

This workshop increases your awareness of your current leadership style and abilities. You will also appreciate the impact that your leadership style has on those who work with you and also help you to identify and adapt to the style required by individual staff members to meet their performance needs. The need to select influencing behaviours, that are appropriate to the situation, are explored.

Performance gaps are evaluated so as to define the task and psychological maturity level of subordinates and place them at the correct level of Situational Leadership intervention.

  • Understand management of organizational behaviour
  • Empowering yourself by adding to your management skills toolbox
  • Developing people skills – maximising effective communication
  • Identifying and adapting to different Personality Types
  • Implementing skills and strategies to improve performance.
This course is designed for individuals who supervise, manage, lead and coach others and develop talent as part of their daily responsibilities and want to increase their leadership impact by matching their style to individual employee potential. Those who may be leading others in the future and wish to grow and improve their skills are also included.
  • Introduction
  • Developing Leadership
  • Addressing Performance Effectively
  • Practical Application
  • Personal Accountability & Commitment Plan
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.

  • Defining good service
  • Adapting a professional approach to clients
  • Communicating correctly with customers
  • Exploring telephone etiquette
  • Building customer relationships
  • Dealing with difficult clients and complaints
  • Analysing service levels
  • Defining WOW service
  • Personal accountability
This course is intended for all employees in organisations who recognise that a highly competitive market prizes Service Excellence above all customer retention factors.
  • Service Excellence in the Call Centre
  • Effective Communication – a Vital Tool for Excellent Client Service
  • Telephone Etiquette Principles
  • Building Exceptional Client Service Relationships
  • Dealing with customer Complaints
  • Wow! Service – Going the Extra Mile
  • A Way Forward
  • Personal Accountability & Commitment Plan
Providing Emotionally Intelligent Performance Feedback [2 Days]

Twenty-first Century managers are expected to be leaders. Leaders are expected to have excellent interpersonal and intrapersonal skills. This amounts to the development of self-awareness and the awareness of others so as to be able to manage their own and others’ state of emotional being. In turn, communication, loyalty and trust grows. With sound relationships, both the manager and the employee feel comfortable to give and receive constructive feedback and resolve previously ‘difficult conversations’.

This course will grow the individual exponentially as a person in both personal and work life.

  • Understand the principles and concepts of emotional intelligence in respect of life and work relations
  • Analysing the role of emotional intelligence in interpersonal and intrapersonal relationships
  • Analysing the impact of emotional intelligence on life and work interactions
  • Evaluating your own level of emotional intelligence in order to determine development areas
  • Giving and receiving feedback in an emotionally intelligent manner
  • Behavioural skills in the context of self-awareness and emotional intelligence
  • Techniques for improving confidence levels for communicating honestly.
This Unit Standard is intended for managers who lead and manage individuals. These managers would typically be second level managers such as supervisors, team leaders, heads of department and divisional heads. However, all employees who interact with team members, would benefit from this course.
  • Emotional Intelligence Self-Assessment
  • The principles and concepts of Emotional Intelligence
  • Self-awareness and self-management
  • Social awareness: The impact of Emotional Intelligence on life and work interactions
  • Emotional Intelligence in Relationship Development and Management
  • The role of Emotional Intelligence in Providing Performance Feedback
  • Personal Accountability & Commitment Plan
Personal Financial Management [Half Day]

The Financial Management programme is designed to equip delegates with the basic knowledge, understanding and comprehension of financial stability and viability. It is aimed at assisting in managing finances, while introducing the jargon.
The focus is in cultivating an awareness of impact of financial decisions on cash flow and budgeting. Insurance as well as the responsibility to SARS is also covered.
Delegates are shown the mistakes made when it comes to managing their finances and how to overcome them.
The workshop is highly practical and delegates are given numerous opportunities to apply the principles learnt.

  • Understand budgeting in an improved way
  • Familiarising oneself with financial terminology
  • Setting financial goals and planning accordingly
  • Exploring debt, interest rates and repayment commitments
  • Insurance explained
  • Understanding SARS expectations
Individuals who require a basic understanding of personal financial management and need assistance with budgeting, managing debt, cash flow and input on how to better manage their personal finances.
  • Budgeting
  • Setting Personal Goals & Creating a Financial Plan
  • Talking About the Dreaded “D” Word
  • Insurance
  • SARS
  • Personal Accountability & Commitment Plan
Managing Diversity in the Workplace [1 Day]

Workplace diversity refers to the variety of differences between people in an organisation. That sounds simple, but diversity encompasses race, gender, ethnic group, age, personality, cognitive style, tenure, organizational function, education, background and more.

Diversity not only involves how people perceive themselves, but how they perceive others. Those perceptions affect their interactions. For a wide assortment of employees to function effectively as an organisation, human resource professionals need to deal effectively with issues such as communication, adaptability and change. Diversity will increase significantly in the coming years. Successful organizations recognize the need for immediate action and are ready and willing to spend resources on managing diversity in the workplace now.

Managing Diversity is about dealing with our responses and those of others with whom we interact. Diversity is about difference. Difference is part of our human nature.

  • Define the term “culture”
  • Determine and discuss the elements of “culture shock”
  • Explore the phases of “culture shock”
  • Brainstorm strategies for adjusting to new environments and cultures
  • Explore elements of cultural diversity of South Africa
  • Identify situations where differences in values, practices and etiquette create misunderstandings
  • Explore barriers to diversity (e.g. assumptions, prejudice, stereotyping)
Essentially any staff members who are working as part of a team or on a project with team members where they need to understand the importance and sensitivity of communication between people who have different cultural backgrounds. The course will also highlight the working environment and considers gender dominated environments and how to deal with such situations without prejudice, assumptions or stereotyping.
  • Definitions
  • The “Culture Shock” Cycle
  • Exploring Cultural Differences – “Motho ke motho ka batho” – A person is a person through other people!
  • Barriers to Diversity
  • Managing Diversity in the Workplace
  • Celebrate Diversity – A Way Forward
  • Personal Accountability & Commitment Plan