Categories for Training

Professional Skills for Secretaries & Administrators [2 Days]

Office Professionals of the 21st Century require knowledge, skills and abilities that are closely aligned to many of those of their managers. 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 Secretaries and Administrators workshop will strengthen your current skills with a powerful, direct approach to ensure the achieving of personal effectiveness in the business environment.

  • 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
This workshop is aimed at all those who are required to be highly efficient and effective in a demanding support staff role where confidentiality and commitment is essential. It is suited to all persons in administration in commercial or non-commercial organisations where they are required to work effectively with others as a member of a team to foster and maintain sound working relationships. The working environment demands the individual to be organised, use thinking skills and communication skills to solve problems in an efficient and effective manner.
  • Module 1: Developing a Professional Approach
  • Module 2: Effective Business Communication Skills
  • Module 3: Managing Time for Improved Efficiency
  • Module 4: Service Excellence for Internal and External Clients
  • Module 5: Organising Business Travel Arrangements
  • Module 6: Maintaining Files and Records
  • Module 7: Taking Ownership of Yourself, Your Job and Your Future
People Management & Leadership [3 Days]

The aim of the People Management and Leadership 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.

  • 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
This workshop is aimed at all those who have management responsibilities or who have recently been promoted to a management position.
  • Module 1: Introduction
  • Module 2: Planning
  • Module 3: Organising
  • Module 4: Controlling
  • Module 5: Developing Leadership
  • Module 6: Additional Essential Management Skills
  • Module 7: Developing Effective Teams
Finance for Non-Financial Managers [2 Days]

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.

  • 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
The workshop will benefit any businessperson involved in finance requiring a theoretical understanding and practical application of financial tools, techniques, procedures and terminology.
  • Module 1: Forms of Ownership
  • Module 2: The Bookkeeping Process / Accounting Cycle
  • Module 3: The Income and Expenditure Statement
  • Module 4: The Balance Sheet
  • Module 5: Assets and Liabilities
  • Module 6: Financial Decisions and Financial Viability
Emotional Intelligence [2 Days]

In today’s business environment Emotional Intelligence 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 in your team, 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 explores the basis of Emotional Intelligence and gives guidelines on applying the theories in everyday situations that arise when working with people.

  • Understand the concept of emotional intelligence
  • 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
This workshop will enable delegates to apply knowledge, skills and insight within team member or management context and can also be used for personal development.
  • Module 1: The Principles and Concepts of Emotional Intelligence
  • Module 2: Self-Awareness and Self-Management
  • Module 3: Social Awareness: The impact of Emotional Intelligence on Life and Work Interactions
  • Module 4: Emotional Intelligence in Relationship Development and Management
  • Module 5: The Role of Emotional Intelligence in Life and Work situations
  • Module 6: The Personal Emotional Blueprint
Critical Thinking Skills [2 Days]

In today’s society, many people experience information overload. We are bombarded with messages to believe various ideas, purchase things, support causes, and lead our lifestyle in a particular way. How do you know what to believe? How do you separate the truth from the myths?

The answer lies in critical thinking skills. The ability to clearly reason through problems and to present arguments in a logical, compelling way has become a key skill for survival in today’s world. This workshop will give you practical tools and hands-on experience with critical thinking and problem solving.

  • Define critical and non-critical thinking
  • Identify your critical thinking style(s), including areas of strength and improvement
  • Describe other thinking styles, including left/right brain thinking and whole-brain thinking
  • Work through the critical thinking process to build or analyse arguments
  • Develop and evaluate explanations
  • Improve key critical thinking skills, including active listening and questioning
  • Use analytical thought systems and creative thinking techniques
  • Prepare and present powerful arguments
The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Module 1: Understanding Critical Thinking
  • Module 1: Where Do Other Types of Thinking Fit In?
  • Module 1: Pitfalls to Reasoned Decision Making
  • Module 1: The Critical Thinking Process
  • Module 1: A Critical Thinker’s Skill Set
  • Module 1: Creating Explanations
  • Module 1: Dealing with Assumptions
  • Module 1: Common Sense
  • Module 1: Critical and Creative Thought Systems
  • Module 1: Putting it into Practice
  • Module 1: Personal Accountability & Commitment Plan
The Corporate Receptionist [2 Days]

You only have one chance to make an impression. It doesn’t matter if your organisation is large or small, for a client your company comes down to the professionalism received and image at the front desk.

The Corporate Receptionist workshop develops front line staff to become highly professional and efficient when dealing both face to face and telephonically with clients. They will understand the importance of communicating in a corporate and courteous manner to both internal and external customers.

This learning programme also covers key aspects of proper conduct and administrative practices in the reception area. It will equip delegates with practical skills to monitor and control the reception area efficiently. Learners will be well positioned to extend their learning and practice into other areas in the business environment, striving towards professional standards and practice at higher levels.

  • Employing effective telephone etiquette
  • Importance of answering the call in a professional manner
  • Taking accurate messages and relaying effectively and timeously to the recipient
  • Transferring the calls and keeping the client informed of delays
  • Improving communication skills, questioning and listening techniques.
  • Dealing with difficult callers
  • Monitoring the maintenance of a clean and safe reception area
  • Monitoring the presentation of the reception area
  • Monitoring the implementation of security procedures in the reception area
The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Module 1: Developing a Professional Approach
  • Module 2: Telephone Etiquette and Courtesy
  • Module 3: Answering the Telephone
  • Module 4: Monitor the Presentation of the Reception Area
  • Module 5: Implementing Security Procedures
  • Module 6: Personal Accountability & Commitment Plan
Building Positive Business Relationships [1 Day]

In any organisation, the positive management of relationships will ensure productivity. Sound relationships create of a culture of trust and loyalty where individuals are motivated and committed to develop to their full potential.

This learning programme is intended for all persons who need to develop strong, positive relationships in the workplace. It will give delegates the knowledge and skills to effectively manage their own emotions more effectively and understand colleagues’ emotional reactions. In gaining these skills, the individual is equipped to handle diverse business relationships, so improving trust and respect.

The unit standard was developed as a means of contributing to change in leadership focus and empowering managers to look at people issues.

The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Module 1: Importance of Structure in Workplace Relationships
  • Module 2: Interrelationship between Personal and Professional Relationships
  • Module 3: Emotional Intelligence in Relationship Development
  • Module 4: Managing the Emotions of Others
  • Module 5: How Stereotyping Affects Relationships
  • Module 6: Etiquette Issues in the Workplace
  • Module 7: Personal Accountability & Commitment Plan
Problem Solving & Decision Making [2 Days]

Why is it that some people find it easy to solve tough problems with simple solutions while others find this feat nearly impossible? You’ve no doubt looked at solutions to problems and said, “I should have thought of that.” But you didn’t. The answer is not just creativity, although that certainly helps. Rather, the power to find these creative solutions lies in our ability to search for and find facts that relate to the situation, and put them together in ways that work. As an individual, your facts and knowledge can only go so far. By tapping into the knowledge of others (staff, colleagues, family, or friends), you can expand the range of solutions available to you.

If you are tired of applying dead-end solutions to recurring problems in your company, this workshop should help you reconstruct your efforts and learn new ways to approach problem solving, and develop practical ways to solve some of your most pressing problems and reach win-win decisions.

The programme is designed to identify problems and to make responsible decisions. The main focus is on the workplace, although the same principles can be used elsewhere. Business teams and leaders are equipped with a range of skills and strategies which will help them to manage and resolve the inevitable challenges which are part of any business process.

  • Increase awareness of problem solving steps and problem solving tools
  • Distinguish root causes from symptoms to identify the right solution for the right problem
  • Thinking outside the box – working towards creative solutions
  • Understand the top ten rules of good decision-making
  • Develop the confidence to tackle problems efficiently and effectively
  • Identifying your own problem solving and decision making style
The workshop is suitable for staff members, who are required to resolve existing problems, make qualified decisions and to polish interpersonal and team competencies. It is also highly suitable for teams who wish to understand the importance of team problem solving and decision making to manage risk and to build synergy and effectiveness. The skill of problem solving and decision making efficiently and effectively is an essential emotional intelligence ingredient in a society where problems are solved through and with those around us.
  • Module 1: What is Problem Solving?
  • Module 2: Problem Solving Styles
  • Module 3: Practical Application
  • Module 4: The Problem Solving Model
  • Module 5: Six Ways to Approach a Problem
  • Module 6: The Problem Solving Toolkit
  • Module 7: Thinking Outside the Box
  • Module 8: Team Decision Making Case Study
  • Module 9: Personal Action Plan
Personal Effectiveness for Business Administration [2 Days]

This learning programme is intended for all persons who need to achieve personal effectiveness in business environment. This unit standard is for all persons involved in administration in commercial or non-commercial organisations.

The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Module 1: Plan and Organise Own Work
  • Module 2: Establish and Maintain Working Relationships
  • Module 3: Maintain Files and Records
  • Module 4: Personal Accountability & Commitment Plan
Managing Time for Results [1 Day]

The Managing Time for Results programme gives delegates the skills to analyse their personal and team time problems, and to choose and implement solutions which suit their positions and work-styles. This workshop will allow delegates to examine their time management and to select and implement solutions which will assist them in meeting work and personal deadlines.

The workshop has open access to all individuals who need to manage their time efficiently in order to be more effective. Tools and skills learnt will enable the individual to be more organised in a competitive and stressful work environment. Task and personal time management is essential in order to cope with multi-tasking demands of the common workplace today.

  • Module 1: Creating, Using and Maintaining a Task List
  • Module 2: Planning Proactively
  • Module 3: Using and Maintaining an Effective Diary System
  • Module 4: Procrastination, Prioritising and Productivity
  • Module 5: Planning and Following a Work Schedule
  • Module 6: Essential Time Management Skills
  • Module 7: Basics of Time and Stress Management
Conflict Management [1 Day]

The programme is designed to identify and manage the resolution of personal conflict between individuals or teams. The main focus is on the workplace, although the same principles can be used elsewhere. Business teams and leaders are equipped with a range of skills and strategies which will help them to manage and resolve the inevitable conflicts which are part of any business process.

  • Understand the main sources of conflict
  • Analyse and understand the nature of conflicts
  • Describing appropriate techniques to manage conflict
  • Implementing skills and strategies to manage and resolve conflict
  • Develop the confidence to tackle conflict effectively
  • Developing the attributes of a good conflict leader
  • Handling customer complaints
The workshop is suitable for support and executive staff members, who want to prevent escalation of conflict, who wish to resolve existing problems and to polish interpersonal, team and EQ competencies. It is also highly suitable for teams who wish to explore and resolve conflicts and build synergy and effectiveness.
  • Module 1: Putting Conflict Into Perspective
  • Module 2: Exploring Diversity when Dealing with Internal and External Customers
  • Module 3: Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict
  • Module 4: Personal and Organisational Conflict Resolution Skills
  • Module 5: Dealing with Customer Complaints
Telephone Excellence [2 Days]

The Telephone Excellence programme covers all key aspects of proper conduct and practices in the reception area, and equips front-line telephonists with the practical skills to operate productively and efficiently in this environment.

This workshop is also designed to encourage new and experienced front-line staff to interact, and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this critically important role.

  • Employing effective telephone etiquette
  • Answering the telephone according to organisational standards
  • Processing incoming calls according to organisational standards
  • Processing outgoing calls according to organisational standards
  • Using the telephone effectively in a business environment
  • Importance of answering the call in a professional manner
  • Taking accurate messages and relaying effectively and timeously to the recipient
  • Transferring the calls and keeping the client informed of delays
  • Assisting customers with requests.
  • Improving communication skills, questioning and listening techniques.
  • Dealing with difficult callers
The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Effective Telephone Etiquette
  • Answering the Telephone
  • Processing Incoming Calls
  • Processing Outgoing Calls
  • Dealing with Difficult Callers
  • Observation Checklist
  • Knowledge Questionnaire: Formative Assessment