All courses are customised to meet your specific needs, and involve a specific workplace activity designed to measure specific learning outcomes.
- Elite Customer Service – “First Contact Customer Satisfaction”. A Master Class in building Client Relationship’s at each Customer contact. Learn the secrets behind leaving a lasting positive impression the first time – every time. This course also includes skills that will support a shift from a Service to Service/Sales culture.
- Influencing and Negotiation Skills – Win/Win negotiations build and maintain Customer relationships through the good and the tough times. When your organisation is changing and your Customers need to be influenced to join you on that journey, this course will develop the skills your staff require.
- Coaching/Mentoring – Those with the most knowledge are not always the best Coaches/Mentors. Learn the skills that are required to be an effective Coach or Mentor, including how to develop an effective Coaching/Mentoring program.
- Team Building – High Performing Teams are developed by design. This course teaches leaders and team members how to develop or support the development of self managed/high performing teams that strive to continually improve the performance of the team and the individuals that make up the team.
- Situational Leadership – The fundamental underpinning of the Situational Leadership Theory is there is no single “best” style of leadership. Effective leadership is task-relevant and that the most successful leaders are those that adapt their leadership style to the Maturity of the individual or group they are attempting to lead/influence. Maturity of the group relates to the relevant education and/or experience of an individual or a group as it relates to the task to be completed.
- Emotional Intelligence -Based on years of research in 100’s of Companies, Daniel Goleman identified that most effective Leaders are alike in one essential way – they all have a high degree of Emotional Intelligence.
In the past General Intelligence (or IQ), and technical skills were considered threshold capabilities for success in executive positions. Goleman identified that a person can have excellent training, superior analytical skills, and loads of innovative suggestions – however without Emotional Intelligence he or she will not make a great Leader.
The seven (7) skill sets that underpin Emotional Intelligence are :
Self Awareness,
Expression,
Awareness of Others,
Reasoning,
Self-Management,
Management of Others,
Self-Control.
Without these skills the most gifted IQ’s will not become great Leader’s
- Problem Solving and Influential Group Presentations – Innovative problem solving in the workplace is a skill that can be learnt by all. Learn techniques that will make problem solving simple and creative. Find solutions that surprise! Influential Presentations are combined with problem solving, as even the best ideas will not get off the ground if those involved don’t buy into the idea.
- Managing Change or Continuous Improvement. For many the biggest challenges in Business today are effectively managing change or taking teams on a journey of Continuous Improvement. Often combined withTeamBuilding, this course looks at the “Best Practice” processes that support change management and/or continuous improvement. In addition to the processes the course looks at the human elements involved and explores the issues of buy in, generating positive participation, roles/responsibilities linked to personal development, maintaining focus, overcoming objections, cynicism v’s constructive input, enjoying the challenge of change.
- Business Planning – Learn the 5 stages of Business Planning – Situation Analysis, Strategic Audits, Objective Setting/Performance Measures and Targets, Business Strategies (Service/Product delivery, Marketing etc.) Implementation/Action Plans. Then develop your own Business Plan facilitated by Customer Focus Group.
- Develop, Run and Maintain a Quality Listening Program. Learn all there is to know about effective quality listening programs that achieve tangible results. Includes planning, coaching, accreditation and benchmarking.
Note – Most courses are designed to be run over a ½ Day or a combination of 2 x ½ Days. However these can be tailored to suit individual business needs. Also each course is linked to specific accredited competencies recognised by all Australian Registered Learning Institutions.
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