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Half Day Sessions

(Nine Half-day programs designed to provide and promote on-going training for a maximum number of participants)

Stop for a moment…..

Think about the last five years and how we have witnessed large and small companies try to remake themselves into significantly better companies and hence better competitors.

In 1994 Peter Senge wrote, no he preached, about the need for a LEARNING ORGANISATION. He said there are five learning disciplines

1. Personal Mastery _ expand your personal capacity
   
2. Mental Models - reflect more, become more aware and awake
   
3. Shared Vision - build a sense of group commitment
   
4. Team Learning - groups of people are greater than the sum of individual talent
   
5. Systems Thinking - thinking in a more effective manner

The basic goal has always been the same. To make fundamental changes in how business is conducted in order to cope with a new, more challenging market environment. How do the successful companies turn this turbulence into an advantage?

Step one: To continue ensuring that employees acquired skills and trust that would allow them to improvise in situations that had never existed previously and allow for "the advancement of Individual Responsibility".
Step Two: To be totally focused on end results (outcomes of achievement and learning), by maintaining an organisation that was totally fluid and totally flexible.
Step Three: To create a culture where everyone knew that no matter what their job function they could make the necessary decisions in order to cope and to adapt to their changing circumstances.

Tomorrow's most successful companies will adapt to change by encouraging leadership in everyone, creating a LEARNING ORGANISATION. The new global marketplace requires quality, innovation, speed, and enhanced services. To achieve theses outcomes we need to promote on-going learning at all levels of the organization.

The shortage of skills means that we are short staffed and cannot leave our jobs for any length of time. Half-day training allows for one section of staff to be trained in the morning and another section in the afternoon.

This series of half-day courses will enable the participants to return to their work place with increased self-awareness, leadership and management strategies, and with a greater confidence to use their talents and common sense to achieve extra ordinary outcomes.

Series One: The Smart Way to Behave

Getting along with others is the universal key to success. Studies have shown
that all highly successful people share the ability to build rapport with others.
We communicate to achieve" mutual understanding", which means taking full responsibility for the effectiveness of the communication.

This requires" heightened awareness' of what people do, to be able to predict what people are likely to do and why, accepting yourself and learning to adapt and to relate to others. This new awareness will ensure that people are more at ease with you and you more at ease with them. More productive exchanges result in managing inter-personal situations to your ultimate gain and the gain of others.

Course details:

• As others see us" - Johari's window (exercises)
  
• Identify your predominant behaviour style
  
• Strengths and limitations of the behaviours
  
• Recognising verbal, vocal, and visual clues (exercises)
  
• Create personal power through behavioural adaptability
  
• Action plans to recognise and adapt to each style
  
• Identify the 3 Ego states
  
• Complete a PAC questionnaire
  
• Each style has three ego states
  
• Strengths and limitations of each ego state
  
• How can we get through to each other?
  

On completion the participants will be able to:

1. Identity your predominant style
   
2. Understand how to communicate and interact with others
   
3. Learn to treat other people the way they want to be treated
   
4. Assess others styles and treat them accordingly
   
5. Adapt your style to build rapport
   
6. Make others feel at ease with you
   
7. Use the Three Ego states to chose your behaviour
   
8. Manage your behaviour and show others the benefit of change
   
9. Make it easy for people to do business with you
   

Series Two: Be Prepared to Lead

People say "leadership" but describe "management". Change demands that everyone, at some time, takes on the role of the leader creates vision, strategies, takes risks, and assumes charge.
The skills of leadership are not some "gift from the gods", but a set of observable, identifiable practices, strategies, and behaviours and hence learnable.
This program is designed to identify and address the competencies to manage and the characteristics to lead.

Course details:

• Different roles of the manager versus leader
  
• A self-assessment of your leadership practices
  
• Competencies for management/ characteristics for leadership
  
• Preventing career derailment
  
• Identify your leadership style
  
• Manage your style according to the situation
  
• Assess follower's level of maturity and adapt
  
• Develop your personal power and influence
  
• Dare to delegate - six steps of delegation

On completion the participants will be able to:

1. Chart the competencies to manage/ characteristics to lead
   
2. Identify when to lead and when to manage
   
3. Assess their predominant leadership style
   
4. Modify their style to suit maturity level of others
   
5. Identify future leaders and succession planning
   
6. Minimise the barriers to delegation
   
7. Identify appropriate tasks for delegation
   
8. Process the Six steps of delegation
   
9. Lead by example

Series Three: Assertive/listening to Build Relationships and Solve
Problems

Research on human personality suggests that healthy individuals need to be treated with respect. They have a fundamental need to feel competent and Research on human personality suggests that healthy individuals need to be treated with respect. They have a fundamental need to feel competent and making a contribution.

The purpose of every communication should be to build rapport. Studies have shown that highly successful people share the ability to develop personal and professional relationships.

"People problems" are usually "Communication problems".

• Define and apply the definition of Assertiveness
  
• Learn to state your feelings and needs, while respecting others
  
• Assertive techniques to build self-esteem
  
• Take control of situations that were previously controlling you
  
• How to communicate non-defensively
  
• Listen to Learn and Understand
  
• Assess your listening style and areas for improvement
  
• Four steps to Active listening (until you really hear)
  
• Combine assertiveness and listening to resolve conflict and solve problems
  

On completion the participants will be able to:

1. Use assertiveness to clearly and concisely state your needs and feelings
   
2. Accept that others also have rights
   
3. Focus on behaviour and not personalities
   
4. Express your feelings openly and thereby encourage others to do the same
   
5. Listen to learn and avoid misinterpretation
   
6. Combine all these skills to solve problems and build relationships
   
7. Improvise in situations that have not existed previously
   
8. Plan and install processes to ensure a productive and fulfilling work environment
   
9. Communicate to say it right - first time
   
10. Take ownership of issues and challenges
    
11. Display more confidence and effectiveness in dealings with others
    

Series Four: Time and Meeting Management

1. Time Management "So much to do, so little time". In most of our lives, this is all too true. Time is a commodity we cannot save for later use!!
This session will highlight your personal Time Wasters and how to improve on the skills needed to work more effectively and efficiently.

Course details:

• Complete a self-assessment of your Time Thieves
  
• "Smart" questions
  
• Group your time wasters into categories
  
• Evaluate processes to improve, minimise or correct the time wasters
  
• The Paradoxes of Time Management
  
• Work plan to tame the three most important time thieves
  
• Summary and Video.
  

2. Meeting Management. You embark on an adventure each time you manage or attend a meeting. Whether you attend meetings as a participant or a leader, you are investing your time, presence, and preparation. Your investment will also include your reputation. How you plan, conduct and contribute to meetings is a key factor in evaluating your performance. This skill requires time management, problem solving, oral and written communication and group dynamics.

Course details:

• Planning the meeting
  
• The purpose (includes outcomes)
  
• Agenda planning
  
• Types of meetings
  
• Conducting the meeting
  
• Meeting breakers/meeting makers
  
• A typical sales meeting
  
• Five steps to an effective meeting
  

On completion of the two modules the participants will be able to:

1. Manage your time and choices
   
2. Identify the time wasters that prevent you from being productive and effective.
   
3. Devise strategies and communication skills to make the best use of your time
   
4. Take charge of your time
   
5. Conduct meetings that achieve desired outcomes
   
6. Start and end on time
   
7. Manage different personalities
   
8. Organise a check list for future meetings
   

Series Five: Written Business Communications that get Results

It is no accident that the outstanding leaders in business, industry, government - in fact in all fields, are excellent communicators. It is reasonable to assume that several times in our lives our ability to write will make a difference in the advancement of our careers. Communication is the soul of business: analysis and solid decisions translated into clear messages that influence people.
By incorporating successful and transparent communications you reap the benefits of efficiency and higher productivity.

Whether a valid or invalid measure, the lack of communication skills tags people as being less competent, less attractive, and less qualified to be effective.

The formula to success is not necessarily all competence and knowledge. The formula is part knowledge and the rest the ability to write with competence.

Course details:

• Chart the communication process/ types of communication
  
• Communicate to build rapport and achieve desired outcomes
  
• Power talking
  
• Decide and plan your PURPOSE/expected results
  
• Types of communication
  
• Guide to business grammar
  
• Parallel construction
  
• Action verbs/Passive to active
  
• Business letters - measuring for clarity and conciseness
  
• Structure, using "Inverted Pyramid"
  
• Conveying "bad" news tactfully
  
• "Fog" index and applications
  
• E-mails, memos, faxes
  
• Five steps to short persuasive letters
  
• Report writing with impact and influence
  
• Five steps to short punchy reports
  

Outcomes for the participants is that they will be able to:

1. Use writing and grammar that presents a dignified IMAGE of them and the company.
   
2. Write with clarity and purpose
   
3. Grab and sustain your reader's attention
   
4. Use a conversational style
   
5. Transport ideas clearly, accurately, and efficiently
   
6. Use techniques to edit and reduce wordiness
   
7. Organise letters based on the Readers needs
   
8. Get people into your writing
   
9. Compile user-friendly reports
   
10. Communicate with purpose, people and presentation
    

Series Six: How to Present with impact and influence

The formula to success is not necessarily all competence. The formula is part competence and the rest is the ability to articulate that competence. Presentation skills complement professional skills. How well they are done can have a major impact on the success of the organisation and the professional's career. Most people spend years developing knowledge and skills, yet spend almost no effort studying how to communicate them.
This practical seminar ensures that the participant will be able to use his or her skills and knowledge, which combined with presentation techniques, will persuade people to their point of view and develop sensitivity as to what turns listeners on and off.

Course details:

1. Organisation phase: Answer basic questions such as: What do I want to achieve? Who will be in the audience (Individuals or groups)? What are their interests? What do they need to hear and what benefits will solve their issues?
   
   • Analyse needs and expectations of audience.
     
   • Knowledge of subject - what you know and what the audience needs to know
     
   • Plan your approach - Determine the main purpose and supporting facts
     
2. Develop the framework, to identify the purpose and the key main points that will achieve the desired outcome.
   
   • Opening to motivate listening - look how to hook your audience
     
   • Body to reinforce message - use the 3 step "Structure Working Model"
     
   • This is where the material will back up, illustrate and clarify the points put forward in the opening.
     
   • Conclude with conviction - achieve your purpose
     
3. Delivery. It is now time to deliver the product. This involves 3 primary areas - non-verbal communication, including appearance, use of language and vocal capability and a clear concise, purposeful structure.
   
   • You are on stage
     
   • Use your confidence and personality - Gestures, vocal variety, body language
     
   • Powerful, positive, talking - simple clear concise language
4. How to Create and Use Visual Aids - Reasons why to use visual aids, when to use them, planning the design, message, and use of text. The visual aid is designed to reinforce a message already given by you the presenter!
   
   • Design visual aids that enforce and reinforce your purpose
     
   • Visual aids assist in delivering the message
     
   • You are the presentation!

On completion the participants will be able to:

1. Learn how to channel nervous energy and how to appear calm
   
2. Use in-depth planning techniques for a logical well-structured flow
   
3. Structure a "Working Model" for basic speech preparation
   
4. Decide on a clear cut purpose
   
5. Select the appropriate type of speech and customise
   
6. Design visuals aids to help achieve your purpose
   
7. Deliver a presentation with personal style and passion
   
8. Capture your audience by addressing their needs
   
9. Learn to play the role of a member of the audience
   
10. Present a well-groomed, sophisticated image of yourself and your product
    

Series Seven: Create a Customer Service Culture

Successful service management is much more than "Putting someone in charge of Customer Service" or designing a nifty new "service slogan". Successful service management means turning the whole organization into a customer-driven business entity.
Every time an organisation performs a service for the customer, the customer consciously or unconsciously assesses the quality of that service. Everyone who comes into contact with your organisation carries around in their head a "service report card', which is used to grade the level of excellence. This means we must understand and manage the customer's "Moments of Truth".
This program is designed to create awareness, to take a fresh look at the products or service you and your company provide, and to devise appropriate actions to meet and exceed "Customer Needs and Expectations"

Course details:

• Assess your company policy on customer care by answering questions about the company, working environment, staff, methods of work, and management
  
• Determine the difference between the internal and external customer
  
• Distinguish what encourages or inhibits good customer care by identifying what stops people from giving good customer care and what helps them to be more responsive
  
• Map the "Moments of Truth" by listing what customers look for in an organisation and the strengths and limitations of your job function/department
  
• Use phone power talking to make the phone work for you, your products, services, and company.
  
• Solve customer problems by applying four simple steps to ensure you understand the problem and what outcome you would like to achieve
  
• Deal with difficult situations and handle customer complaints using the acquired skills and techniques
  
• Take away plan to immediately start improving your service delivery.
  

On completion the participants will be able to:

1. Develop meaningful and effective techniques to measure customer satisfaction
   
2. Understand the company's policy and identify gaps
   
3. Establish relationships with internal and external customers
   
4. Deal with difficult people and situations
   
5. Create positive, powerful first and last impressions
   
6. Master the three R's of customer service
   Responsiveness, Reliability, and Recovery
7. Promote customer loyalty and repeat business by exceeding expectations
8. Commit to every customer experiencing a sense of being appreciated
9. Use the appropriate behaviour to create a climate of trust and well being
10. Establish on-going structures to adapt and improvise to suit customer needs
    

Series Eight: Managing Everyday Conflict

Conflict. We confront it everyday. We can't ignore it. We can't cover it up. We cannot allow it to go unchecked.

What we can do is learn how to apply a conflict management system, which will give you an indispensable tool for those improving crucial management capabilities that make you stand out as an excellent manager.

The inter-dependency of people and departments, and the scarcity of resources in most businesses create opportunities for conflict to erupt. This one-day course will give you the self-awareness, plus the attitude and skills, to prevent conflict through "proactive" management.

Course details:

• Identify within-group and between-group conflicts
  
• Pros and cons of conflict
  
• Analise work group pressures
  
• Evaluate potential conflict areas in your organization
  
• Assess your predominant conflict response?
  
• Discuss the different responses
  
• Case studies to resolve work related conflict situations
  
• Combine assertive/listening techniques to solve problems and conflict
  
• Eight step procedure for dealing with conflict
  

On completion the participants will:

1. Gain increased respect from colleagues and support staff
   
2. Relieve stress and frustration - your own and throughout the organization
   
3. Free -up your time for more important issues
   
4. Apply inter-personal skills that build relationships
   
5. Gauge the positive and negative of conflict
   
6. Increase job satisfaction and performance
   
7. Put conflict resolution strategies into practice
   

Series Nine: Success Factors of Motivation,

Millions of managers in thousands of different industries want the answer to the same question:" How can I motivate my people?"
The fact is you cannot motivate other people. You cannot "start up ' a human being the way you would start up a motor car.
The best you can do is choose the right people for the right job, establish the right atmosphere, ask for excellence performance, and provide appropriate feedback and rewards.

The overriding question every manager should ask is "How can I encourage employees to perform with excellence because they want to?"

This course has been designed to first understand yourself before you can begin to understand the needs of others. This means you will assess and understand your levels and needs for self-motivation,
you will learn how necessary it is to identify the needs of others, and you will create a checklist of suggestions and techniques to improve the motivation of your team.

Course details:

• Discuss the Three important principles about strengths.
  
• Assess your strengths in four areas.
  
• Video and exercises on "Johari's Window"
  
• Learn how to work from your strengths and manage your limitations
  
• Self questions to rate your motivational skills
  
• Focus on others
  
• How to find and reinforce other people's strengths Video and exercises
  
• What benefits do people want?
  
• Difference between tangible and intangible needs
  
• Concepts of Maslows Needs Hierarchy
  
• Identify the leadership style for each level of needs
  
• Competencies needed to build motivation -listening, provide feedback, ask smart questions
  
• Behaviours that destroy motivation
  
• Chart the" Circle of Motivation" model
  
• Take home plan to become a more motivating person.
  

On completion the participants will be able to:

1. Assess and work from their strengths
   
2. Define areas where they can obtain more self-knowledge
   
3. Increase the involvement and growth of others
   
4. Improve performance using the right leadership style
   
5. Differentiate between skilled and unskilled motivation behaviors
   
6. Apply the concepts of the "Circle of Motivation"
   
7. Use effective feedback and listening skills
   
8. Provide positive reinforcement
   
9. Understand their impact and influence on employee motivation and morale
   
10. Commit to create an environment where people chose to act motivated
    

Adminstrative Details For In-House Programs

Each learner will receive a certificate stating successful course completion