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Index of Courses Available
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
- Personal Mastery _ expand your personal capacity
- Mental Models - reflect more, become more aware
and awake
- Shared Vision - build a sense of group commitment
- Team Learning - groups of people are greater than
the sum of individual talent
- 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:
- Identity your predominant style
- Understand how to communicate and interact with
others
- Learn to treat other people the way they want to
be treated
- Assess others styles and treat them accordingly
- Adapt your style to build rapport
- Make others feel at ease with you
- Use the Three Ego states to chose your behaviour
- Manage your behaviour and show others the benefit
of change
- 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:
- Chart the competencies to manage/ characteristics
to lead
- Identify when to lead and when to manage
- Assess their predominant leadership style
- Modify their style to suit maturity level of others
- Identify future leaders and succession planning
- Minimise the barriers to delegation
- Identify appropriate tasks for delegation
- Process the Six steps of delegation
- 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:
- Use assertiveness to clearly and concisely state
your needs and feelings
- Accept that others also have rights
- Focus on behaviour and not personalities
- Express your feelings openly and thereby encourage
others to do the same
- Listen to learn and avoid misinterpretation
- Combine all these skills to solve problems and build
relationships
- Improvise in situations that have not existed previously
- Plan and install processes to ensure a productive
and fulfilling work environment
- Communicate to say it right - first time
- Take ownership of issues and challenges
- 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:
- Manage your time and choices
- Identify the time wasters that prevent
you from being productive and effective.
- Devise strategies and communication
skills to make the best use of your time
- Take charge of your time
- Conduct meetings that achieve desired
outcomes
- Start and end on time
- Manage different personalities
- 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:
- Use writing and grammar that presents a dignified
IMAGE of them and the company.
- Write with clarity and purpose
- Grab and sustain your reader's attention
- Use a conversational style
- Transport ideas clearly, accurately, and efficiently
- Use techniques to edit and reduce wordiness
- Organise letters based on the Readers needs
- Get people into your writing
- Compile user-friendly reports
- 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:
- 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
- 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
- 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
- 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:
- Learn how to channel nervous energy and how to appear
calm
- Use in-depth planning techniques for a logical well-structured
flow
- Structure a "Working Model" for basic
speech preparation
- Decide on a clear cut purpose
- Select the appropriate type of speech and customise
- Design visuals aids to help achieve your purpose
- Deliver a presentation with personal style and passion
- Capture your audience by addressing their needs
- Learn to play the role of a member of the audience
- 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:
- Develop meaningful and effective techniques to measure
customer satisfaction
- Understand the company's policy and identify gaps
- Establish relationships with internal and external
customers
- Deal with difficult people and situations
- Create positive, powerful first and last impressions
- Master the three R's of customer service
Responsiveness, Reliability,
and Recovery
- Promote customer loyalty and repeat business by
exceeding expectations
- Commit to every customer experiencing a sense of
being appreciated
- Use the appropriate behaviour to create a climate
of trust and well being
- 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:
- Gain increased respect from colleagues and support
staff
- Relieve stress and frustration - your own and throughout
the organization
- Free -up your time for more important issues
- Apply inter-personal skills that build relationships
- Gauge the positive and negative of conflict
- Increase job satisfaction and performance
- 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:
- Assess and work from their strengths
- Define areas where they can obtain more self-knowledge
- Increase the involvement and growth of others
- Improve performance using the right leadership
style
- Differentiate between skilled and unskilled motivation
behaviors
- Apply the concepts of the "Circle of Motivation"
- Use effective feedback and listening skills
- Provide positive reinforcement
- Understand their impact and influence on employee
motivation and morale
- Commit to create an environment where people chose
to act motivated
Adminstrative Details For In-House Programs
| Cost: min |
8 - 12 delegates |
R 7 000. 00 per session |
| |
13 - 15 delegates |
R 8 500. 00 per session |
| |
16 - 20 delegates |
R10 500. 00 per session |
| Workbooks and traveling (within 50
kms of Sandton CBD) included in cost. |
| Venue and refreshments: |
Supplied by client |
| Times: |
Morning session 8.00 to 12.30 |
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Afternoon session 12.30 to 16.00hrs |
| Seating arrangements: |
If possible to have round tables to
facilitate teamwork |
| Equipment: |
Client to supply flip chart |
Each learner will receive a certificate
stating successful course completion
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