TRAINING TOPICS
customer service training

COURSE OBJECTIVE

To gain customer service skills required in client relationships and management.

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  • Importance of excellent customer service.
  • Who your customers are and what they expect.
  • Measuring customer service.
  • Attitude and exceptional customer service qualities.
  • Phone, voice mail, email, and texting etiquette.
  • The customer interaction process.
  • Preventing and dealing with angry customers.
  • Conclusion and evaluation.
SALES TECHNIQUES

COURSE OBJECTIVE

This course is designed to help sales professionals achieve sales success for themselves or their organisation.

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  • Building sales confidence.
  • Effective communication skills.
  • Effective digital sales techniques.
  • Relationship-building skills.
  • Delivering effec ve presenta onsand demonstrations.
  • Time management.
  • The art of persuasion.
  • Wrapping a sales pitch.
LEADERSHIP & MANAGEMENT SKILLS COACHING

COURSE OBJECTIVE

To gain customer service skills required in client relationships and management.

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  • Importance of excellent customer service.
  • Who your customers are and what they expect.
  • Measuring customer service.
  • Attitude and exceptional customer service qualities.
  • Phone, voice mail, email, and texting etiquette.
  • The customer interaction process.
  • Preventing and dealing with angry customers.
  • Conclusion and evaluation.
DIVERSITY, EQUITY & INCLUSION

COURSE OBJECTIVE

Top managers will learn how to manage diverse work teams and encourage inclusion, and its effect on employee engagement levels.

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  • Defining diversity, Equity and inclusion in the workplace.
  • Historical causes of biases in the workplace.
  • Significance of DEI in the modern workplace.
  • Biases, assumptions and prejudices within the workplace and their adverse effect on workplace culture.
  • Types of unconscious biases and their effects.
  • Working effecvely with heterogeneous groups.
  • Strategies for implementing effec ve DEI policies in daily operations.
  • Establishing equitable and sustainable workplace practices.
  • Promo ng open dialogue within the team.
  • Immediate and long-term effects of poor
    DEI policies in the workplace.
CONFLICT RESOLUTION SKILLS

COURSE OBJECTIVE

To empower managers to tackle conflict and difficult situations effectively through early identification and intervention to avoid escalation.

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  • Types and causes of workplace conflict.
  • Rapport-building skills.
  • Emotional intelligence skills for managers.
  • Identifying stress in the workplace and strategies for finding effective solutions.
  • Asser ve vs aggressive communication on styles
  • Active listening skills.
PERFORMANCE MANAGEMENT SKILLS FOR MANAGERS

COURSE OBJECTIVE

Managers will understand how to align employee efforts towards strategic priorities by formulating robust performance management processes.

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  • The core skills that leaders across all levels require to be effective in Performance Management.
  • Performance management models and systems.
  • Performance appraisals that work in a diverse and multi-cultural environment.
  • Managing and improving on low and non-performance.
  • Maintaining excellent performance via positive reinforcement and affirma on.
  • Achieving the balance between accountability, responsibility, empowerment, and results.
  • Se ng goals that drive high performance and achieve culture.
  • Effec ve goal se ng tools and their effect on performance measurement.
  • Evaluating and selecting success factors and performance measures/KRIs/KPIs.
WORKPLACE PREPAREDNESS & ORIENTATION

COURSE OBJECTIVE

To acquire knowledge and skills needed to navigate the intricacies of workplace performance.

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  • Overview of the workplace.
  • Different employment contracts.
  • Policies, rules and procedures.
  • Employment relationships.
  • Workplace health and safety.
  • Time management.
  • Workplace culture.
  • Mul -cultural skills.
  • Workplace ethics.
  • Diversity, equity, and inclusion.
  • Business e que e.Teamwork.
  • Privacy and confidentiality of information.
  • Communication and interpersonal skills.
ORGANISATIONAL CULTURE- EVALUATION & CHANGE PROCESSES

COURSE OBJECTIVE

The course will provide you with the tools and techniques to evaluate the current state of your organization’s culture, understand culture within the context of your industry and the larger global business environment and formulate adjustments in attitudes and values where necessary, and strategically develop and leverage your culture to connect and grow your employees and your organization’s relationships with consumers and key business partners.

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  • Understanding organizational culture and its impact, both organizationally and personally.
  • Origins of organizational culture.
  • Different levels of culture ( Ar facts / espoused beliefs and values / basic underlying assumptions).
  • Overt vs covert cultures.
  • Effects of culture on organizational performance.
  • Identifying and implementing culture change opportunities.
  • Culture metrics.
  • The role of HR, supervisors and leaders in organizational culture change.