Customer Service

Overview

Working effectively with customers, both internal and external, is crucial for today’s organisation. Whether the focus is over the counter, on the phone or other sections of one’s own organisation, this program looks at what constitutes good service and the barriers that may exist to providing a high level of customer service.

The program also identifies the skills that enable people to work effectively with their customers and provides development in these skills areas that will assist participants to more ably meet the needs of their customers. Those difficult customer situations also need to be identified and strategies to more effectively deal with these can be explored.

Managing Difficult People

This program is built on the premise that “there are no difficult people, just different people and difficult situations.” Using the Myers- Briggs Type Indicator or the DISC - Dimensions of Behaviour and a model of examining belief systems, participants will have the opportunity to develop personal strengths and investigate differences. Strategies for effectively managing different people will be investigated.

Managing Employee Performance - Half-day and One day

Overview

An effective performance management process is designed to enhance the growth and development of all staff to assist in achieving organisational goals. This program outlines the underlying principles behind an effective performance management system and focuses on the skills associated with conducting effective performance management processes for those who may be responsible for the management of others.

The program highlights the skills required to negotiate performance agreements; give and receive feedback; and resolve conflict within the performance management process. The course can be adapted for staff who do not have a performance manager's role but are required to participate in the process.

Dealing with Difficult Situations

Overview

This course explores the nature of difficult situations. Participants examine how they and others look at and react to different situations at work. It will provide techniques to create positive outcomes in difficult or challenging situations.

It is recommended for all employees who deal with difficult situations in the workplace.

Developing a Business Case

Overview

This program will provide participants with the knowledge and skills to analyse, create and communicate a successful business case to meet your organisation's unique needs.

Managing People - Half-day and One day

 Overview

Participants will be able to understand the principles and strategies of leading and managing people and apply the skills to achieve a better work environment with increased co-operation and productivity from colleagues.

Mentoring

The process of mentoring is now being seen as a critical tool of down-sized, high-tech organisations that strive to remain globally competitive. It is based on the belief that the use of an experienced role model who coaches and advises less experienced staff is a very effective way of utilising and developing skills in the workplace.
This program focuses on the skills required to be an effective mentor and explores the critical issues that need to be addressed in putting a mentoring process in place in an organisation.

Emotional Intelligence - Half-day and One day

Overview

This program focuses on understanding emotional intelligence concepts and techniques, and applying them in the workplace.

Facilitation Skills - Half-day and One day

Overview

Participants will be able to understand and confidently demonstrate the principles and techniques of effective facilitation for different audiences to achieve positive outcomes.

Team Building

In today’s workplace staff are required to build links and relationships with others to develop teams capable of cohesively working towards common goals. Ongoing organisational restructuring, and short term project and contract work requires staff to adopt behaviours conducive to building teams with members that understand each other and what the organisation requires of them.

This program focuses on work related issues to establish or redefine team goals and expectations as the base for building effective teams. Exploration of individual styles, team roles and work related issues allow participants to engage in collaborative practice using processes that can be transferred into the workplace.