Categories for Business Value Programmes

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
Change Management [1 Day]

Markets and technology are changing. Customers, competitors and staff are changing. Society, economics and politics are changing. Each change triggers the need to create a new tomorrow. Managers in today’s ever-changing organisations need to be pro-active in identifying the need for change in order to constantly improve their department, division and organisation. They also need to be equipped to manage the change process by overcoming resistance and achieving a smooth transition from past to future.

This programme will explore how to effectively recognise areas in need of change, make recommendations and implement organisational change.

  • Simplify change management
  • Understand why managing change is so important
  • Understanding different aspects of change management
  • Provide an understanding of the process one goes through when faced with change
  • Practical use of tools to assist when managing change
Managers, supervisors, team leaders, department heads and change agents who are responsible for implementing change initiatives within their organisation. Teams who have undergone change or will be undergoing change will also benefit from this course.
  • Why does change need to be managed?
  • Understanding Change Management
  • Dealing with resistance to change
  • The Critical role and application of communication during a change
  • Tools for managing change?
  • How can one apply what has been learnt?
Chairing and Managing Business Meetings [1 Day]

The minutes of a meeting are only as good as the meeting management skills of the Chairperson. This workshop has been developed to prepare delegates with the skills they require in order to be effective in chairing meetings and keeping accurate minutes. The Chairperson who can effectively manage time, who can control difficult attendees, who can steer discussion to meet the meeting objectives effectively and who has a sound knowledge of formal meeting procedure, will be revered as a role model to all meeting attendees.

  • To clarify the purpose and objectives of meetings
  • Identifying types of meetings and legal issues
  • Understanding the role of committee officials
  • Applying different types of agendas
  • Following correct meeting procedures
  • Chairing the meeting to meet objectives
  • Meeting management and effective control
The workshop is aimed at delegates who are responsible for meeting organisation, preparing of agendas, chairing a meeting and ensuring that correct procedures are followed in order for the meetings secretary to take accurate minutes.
  • Introduction
  • Meeting Procedure
  • Chairing the Meeting
  • Personal Accountability & Commitment Plan
Celebrating Cultural Diversity [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 organization, 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
  • Celebrate Diversity – A Way Forward
  • Personal Accountability & Commitment Plan
Business Image and Corporate Etiquette [1 Day]

The way we behave in the business environment and at social events can undermine effective working relationships, as it may be construed as rudeness, disrespectful or an intolerance of people of different cultures and diversity. Business and social etiquette is our behaviour, interactions and understanding of others and contributes to the professional image and perceptions of an individual and company.

This 1 day workshop is designed to provide an understanding of how to project a more professional image to create credibility and respect. It will also help build stronger relationships with coworkers, managers and employees. Proper business etiquette impacts everyone within an organisation. Learn to create a professional image and use business etiquette techniques in a variety of business settings.

  • Importance of first impressions and how they are created.
  • Professional interaction with internal and external customers
  • Working with others – appropriate behaviour and courtesy in the business environment
  • Value and impact of communicating a positive attitude
  • General professionalism in the workplace
  • Essential listening skills
  • Understanding business dress code
  • Marketing yourself through body language
  • Managing potentially conflicting situations through appropriate behaviour
  • Etiquette on the telephone – personal calls, cell phones and confidentiality
  • Email Etiquette
There is open access to this course. It is of benefit to all staff members who work in an ever changing, competitive work environment. Adapting professionally to team members and superiors is essential for personal Emotional Quotient growth as well as in assuring positive interaction leading to motivation and productivity.
  • Introduction
  • Actions speak louder than Words
  • Codes of Conduct
  • Etiquette and External Customers
  • Etiquette Issues in the Workplace
  • The Concept of Ethics
  • Personal Accountability & Commitment Plan
Analytical Sales Mastery

This modular interactive Analytical Sales Mastery workshop teaches the principles of manifesting success and productivity consciously through consistently applying skills and steps that need to be applied in achieving success in selling. The principles apply whether selling products, services or marketing yourself and your organisation.

The training is conducted over six, four hour sessions held once a week. Thus allowing for application of knowledge and techniques learnt in each session.

The knowledge can transform personal and organisational goals and targets to create real bottom line difference.

  • Categorise a client base
  • Understand the value of categorising
  • Develop tactics to promote clients
  • Unpack relationship and service levels to clients
  • Improve client analysis skills
  • Tips on how to build trust with your clients
  • Develop preparation skills for client visits
  • Utilise preparation tools
  • Evaluate time vs value/cost
  • Manage activities efficiently via a schedule
  • Own commission
  • Develop communication skills
  • Hone listening and questioning skills
  • Identify the personality style of clients
  • Improve levels of assertiveness and discover techniques
The workshop is designed for sales people in product and service delivery and for managers and team leaders who are in a position to motivate others. It can be used for personal development, career and life direction and for team building.
  • Understanding the Value of Client Categorisation
  • Aligning Your Client Base to the Value Categorisation Model
  • Client Analysis Tools
  • Developing Your Client through Structured Meeting Plans
  • Administrative Techniques to make you more Productive
  • Developing Key Interpersonal Skills for Selling
  • Personal Accountability & Commitment Plan