Categories for Public Courses

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
Quality Customer Service [2 Days]

The Quality Customer Service 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
  • Adapting a professional approach to clients
  • Communicating correctly with customers
  • Building customer relationships
  • Dealing with difficult clients
  • Analysing service levels
  • Personal accountability
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.

  • 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
  • Measuring Customer Service
  • Courtesy
  • Communication Skills – a Vital Tool for Excellent Customer Service
  • Module 1: Understanding and Communicating with your Customer
Professional Report Writing Skills [2 Days]

The programme has been developed to assist delegates to grasp the essential components of various types
of reports and their formats. Delegates are shown how to plan, write and edit reports for use as executive
decision-making tools, including validation in order to present credible reports for management evaluation.

  • Writing and improving the quality of business reports
  • Compiling reports to ensure that content and format are appropriate
  • Determining the focus of the report – deciding on correct content
  • How to select format and structure to meet the readers needs
  • Ensuring that the document sequence is logical and meaningful
  • Presenting information differently: text, graphs, tables, and diagrams
  • Organising and structuring a technical text appropriately
  • Presenting the same information in different ways
The course will benefit office professionals who are responsible for developing and presenting information in
report format.
  • Introduction to Up-to-Date Report Writing
  • Up-Dated, Up-Graded Business Writing
  • Clarifying the Purpose and Type of Report
  • Planning to Meet your Reader’s Requirements
  • Information Sourcing
  • Liaising with Recipients and Distribution
  • Compiling an Investigative Report
  • Compiling a Report for a Specific Function
Perfect Presentation Skills [2 Days]

The ability to present oneself effectively with confidence is one of the most highly sought after skills in the
workplace. This course will give the delegate the tools to present to both large and small audiences. The
delegate will learn the skill of adapting to different audiences in varying presentation circumstances including
formal presentations, meetings, interviews, negotiations, debating sessions and team presentations. The
focus is on gaining skills through practical application of the theory and skills covered.

  • Understanding the characteristics of a good presenter
  • Overcoming the “Fear Factor”
  • Applying the presentation process from planning to question and answer sessions
  • Analysing the audience
  • Successful interaction with the audience, maintaining sound group dynamics.
  • Reinforcing the message – key words, pace, transitions, body language
  • Participating in/conducting formal meetings, discussions, debates and negotiations.
  • Using appropriate visual aids to enhance the presentation.
  • Drawing successful conclusions
The two day course targets business professionals who communicate on a regular basis with individuals of
different levels of skills, knowledge and ability. The course is open to all business professionals, and may
include those who make formal proposals, present reports with PowerPoint presentations, manage projects,
debate and negotiate, chair meetings, conduct interviews, who are active in sales and who may meet and
introduce external clients.
  • Introduction to Perfect Presentations
  • The 10 Step Presentation Process
  • Strategies to Capture and Keep the Audience Interested
  • Identifying And Responding To Manipulative Language
  • Final Presentation and Evaluation
Negotiating for Results [2 Days]

The Negotiating for Results programme focuses on the techniques, structures and interpersonal
communication skills necessary to increase the chances of a successful outcome to negotiations. The
workshop takes a practical view, in part behavioural, but also technique driven. It will provide delegates who
negotiate to go about their job with a heightened awareness that will allow them to use the appropriate
techniques throughout their negotiations. It will also help them understand the other party’s point of view, how
to act professionally throughout the negotiation process and to build on-going relationships with other party.

  • Understanding the need for negotiation skills in business
  • Identifying the characteristics of a good negotiator
  • Identifying individual negotiating styles
  • Knowing and applying the steps in the negotiation process
  • Explaining strategies that could be used in negotiation
  • Preparation – information gathering and goal setting
  • Developing communication skills essential to negotiate successfully
  • Gaining confidence – demonstrating persuasive and assertiveness techniques
  • Achieving the best deal/outcome possible
  • Introduction to Negotiation
  • The Preparation Phase
  • Important People Skills for Successful Negotiators
  • The Negotiation Process
Minute Taking for Meetings [1 Day]

The Minute Taking for Meetings workshop has been developed to prepare office professionals with the skills
they need to be effective in running meetings and keeping accurate minutes.

  • The purpose and objectives of minutes
  • Identifying different types of minutes
  • Planning and preparing communications prior to meetings
  • Producing a well-constructed agenda in the correct time frame.
  • Optimising resources
  • Preparing correct and sufficient equipment required to take minutes
  • Understand the importance of accurate recording and producing of concise minutes that reflect
    proceedings.
  • Distributing minutes to the correct list, different methods of distribution and the importance of keeping
    to a time-frame
The workshop is aimed at office professionals who are responsible for meeting notification, agendas,
procedures and minute taking.
  • An Introduction to Meeting Matters
  • Agendas
  • Meeting Procedure
  • The Purpose of Minutes of Meetings
  • Preparing to Take Minutes
Mastering Business Communication [2 Days]

Communication is the cornerstone of all our interpersonal relationships and the foundation of all areas of effectiveness in our lives. With the constant increase of pace, the complex choices we have to make and the range of communication channels available, we have to access new and smarter ways of communicating. In exploring these ways, this programme includes a look at Emotional Intelligence, Social Intelligence as well as the pillars of Neuro Linguistic Programming in order to give the learner a deeper understanding of the need for our communication to become more intelligent and intuitive

  • Project a professional, positive personal image
  • Learn how to use positive language
  • Select and apply the correct communication channel
  • Ensure your communication has a clear purpose and objective
  • Be aware of sensory acuity and develop rapport
  • Develop presentation skills
  • Master difficult conversations
  • Develop confidence in giving and receiving feedback
  • Master the art of modern written communication.
The two day course targets all business professionals who communicate on a regular basis with individuals
of different levels of skills, knowledge and ability. The course is open to all individuals who need to master the
skills of communicating in a diverse community using either written, verbal or non-verbal skills
  • Projecting a Positive Personal Image
  • Understanding effective Business Communication
  • Building Relationships
  • Verbal Communication Intelligence
  • Positive Interpersonal Communication
  • Mastering Written Communication
  • Self-Assessment Opportunities
Essential Assertiveness Skills [1 Day]

The programme is a one-day workshop designed to explore the delegates’ interpersonal skills which enhance the ability to communicate successfully with clients and peers alike. The course offers tools and techniques for developing and improving confidence through assertiveness skills in the work environment.

  • To explore the importance of self-confidence in business communication
  • Understanding the advantage of assertive behaviour compared to passive or aggressive behaviour
  • Identifying different types of assertive behaviour
  • Recognising the importance of adapting to different situations where assertive behaviour will be to the
    person’s and organisation’s advantage
  • To apply assertive communication with fellow workers
  • To role-play different assertive techniques to identify strengths and weaknesses
  • To create a productive work environment where positive and transparent assertive communication is
    valued
The workshop will benefit office professionals who intend to improve their interpersonal skills. Individuals from all areas of the work environment can attend this intervention re-examine the way they evaluate themselves and as an opportunity to explore new ways to communicate and co-operate with team members and clients.
  • Confident and Assertive Behaviour
  • Communication in the Workplace
  • Assertive Techniques