Categories for On-Site Courses

THE ART OF DELEGATING EFFECTIVELY [1 DAY]

Effective delegation is one of the most valuable skills you can master. It reduces your workload and develops employee skills. Although one of the hardest skills to master, the skill can be learned.

Delegating prepares employees who work for you to be able to handle your responsibilities and simultaneously allows you to advance to other career opportunities within your organization.

This one-day workshop will explore many of the facets of delegation, including when to delegate and whom to delegate to. The delegation process will also be worked through step by step and techniques on how to overcome problems will be discovered.

  • Clearly identify how delegation fits into your job and how it can make you more successful
  • Identify different ways of delegating tasks
  • Use an eight-step process for effective delegation
  • Give better instructions for better delegation results
  • Recognize common delegation pitfalls and how to avoid them
  • Monitor delegation results
  • Give effective feedback
Employees who are in a position to delegate, whether as a Team Leader, Supervisor or Manager.

  • Why Delegate?
  • What is Delegation?
  • Picking the Right Person
  • The Delegation Meeting
  • Putting it into Practice
  • Giving Instructions
  • Monitoring Delegation
  • Giving Feedback
  • Becoming a Good Delegator
MOTIVATING YOUR WORKFORCE [1 DAY]

Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive.

This one-day workshop will help team leaders, supervisors and managers create a more dynamic, loyal, and energized workplace. It is designed to help busy team leaders, supervisors and managers understand what employees want and to give them a starting point for creating champions. It will help ignite and increase levels of staff motivation.

  • Identify what motivation is
  • Describe common motivational theories and how to apply them
  • Learn when to use different kinds of motivators
  • Create a motivational climate
  • Design a motivating job
Anyone who wishes to or is required to drive motivation in the workplace.

  • What is Motivation?
  • Supervising and Motivation
  • Motivational Theories
  • Setting Goals
  • The Role of Values
  • Creating a Motivational Climate
  • Applying Your Skills
  • Designing Motivating Jobs
MANAGING PRESSURE AND MAINTAINING BALANCE [1 DAY]

Many have been affected negatively by pressure and stress, resulting in serious consequences to health and life, as well as poor work performance.

Having skills to draw on for dealing with extreme busyness, many tasks and difficult people are essential for peace of mind and growth.

This one-day course will help participants increase awareness of everyday pressure, understand the causes and costs of workplace pressure and how it impacts individuals. It will also highlight the benefits of creating balance and how to identify pressure points.

Learn how to apply emotional intelligence, increase optimism and resilience, and develop strategies for getting ahead. Experience breakthroughs that you never thought were possible.

  • Apply a direct understanding of pressure points and their costs and payoffs.
  • Speak in terms related to emotional intelligence, optimism, and resilience.
  • Create a personalized toolkit for managing stressors and anger.
  • Work on priorities and achieve defined goals.
Managing pressure and maintaining balance is critical for all, so no matter one’s position in the workplace, this course will be beneficial.

  • Under Pressure!
  • Getting to the Heart of the Matter
  • Emotional Intelligence
  • Coping Toolkit
  • Getting Organized
INFLUENCE AND PERSUASION [1 DAY]

When we talk about influence and persuasion, we often talk about marketing and sales. However, we influence and persuade in many ways and with great frequency.

Effective persuasion methods and influencing skills are the difference makers for getting results, with or without positional authority.

If you want to convince your team to adopt a change, help your staff make choices, or choose the best place for lunch, there is often influencing taking place.

  • Make decisions about using persuasion versus manipulation
  • Apply the concepts of pushing and pulling when influencing others
  • Describe different techniques for getting persuasive conversations and presentations underway
  • Make a persuasive presentation by using the 5S’s
  • Apply storytelling techniques to extend influence
  • Leverage concepts of neuro linguistic programming in everyday influence and persuasion.
This topic appeals to a wide audience as influence and persuasion are universal skills.

  • Understanding Persuasion
  • Preparing to Persuade
  • Getting Off on the Right Foot
  • Presentation Strategies
  • Using Stories to Persuade
  • Using Neuro Linguistic Programming
ETHICS IN THE WORKPLACE [1 DAY]

Workplace ethics plays an important role in company growth and development.

Ethics in the workplace is defined as the moral code that guides the behaviour of employees with respect to what is right and wrong in regard to conduct and decision making. Ethical behaviour doesn’t only apply to individual employees, the organization itself should exemplify standards of ethical conduct.

Employees who are ethically positive, honest, hardworking, and driven by principles of fairness and decency in the workplace, increases the overall morale and enhances the performance of an organisation.

Workplace ethics is integral in fostering increased productivity and teamwork among employees. It helps in aligning the values of the business with those of the employees, with a resultant increase in productivity and motivation.

  • Understand the relationship between values, ethics and organisational culture and its impact on achieving goals and objectives.
  • Apply the principles of ethics to improve organisational culture.
  • Evaluate current practices against best practice.
  • Apply best practice to a unit.
  • Strengthen organisational ethics.
  • Assess team and personal ethical behaviour.
  • Take ownership of personal ethical behaviour.
Ethical behaviour extends to all in a workplace, no-one is excluded. This course is therefore applicable to all who wish to assess their levels of ethical behaviour, understand how to strengthen a team’s ethical behaviour and delve into best practice.

  • Understanding the Relationship Between Values, Ethics and Organisational Culture
  • Apply the Concept of Corporate Ethics to a Unit
  • Strengthen Shared Organisational Values and Ethical Practices
  • Taking Ownership – Ethical Behaviour
ANGER MANAGEMENT [1 DAY]

Anger can be an incredibly damaging force. Employees often experience anger and frustration which if not resolved and managed can lead to increased stress and decreased productivity.

Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. Since everyone experiences anger, it is important to have constructive approaches to manage it effectively.

You do not have to be a psychologist to know that managing anger productively is something few individuals, organizations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who do not.

The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This one-day workshop is designed to help give you and your organization that edge.

  • Recognize how anger affects your body, your mind, and your behaviour.
  • Use the five-step method to break old patterns and replace them with a model for assertive anger.
  • Use an anger log to identify your hot buttons and triggers.
  • Control your own emotions when faced with other peoples’ anger.
  • Identify ways to help other people safely manage some of their repressed or expressed anger.
  • Communicate with others in a constructive, assertive manner.
The training course is aimed at anyone who desires to understand anger in more detail and learn to transform the way they manage emotions in themselves and control their emotions and those of people around them.

  • What is Anger?
  • Costs and Pay-Offs
  • The Anger Process
  • How Does Anger Affect Our Thinking?
  • Understanding Behaviour Types
  • Managing Anger
  • Communication Tips and Tricks
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
Adaptive Leadership [1 Day]

The aim of the Adaptive 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 Adaptive 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