Course Title:

From Boss to Leader

Course Subtitle:

How to Make the Transition to an Effective Leader

Course Overview

Bad bosses. Almost everyone has had at least one in their working career. You do not want to be the bad boss in your work environment, the one who causes good employees to cringe when you enter the room. Or worse yet, you do not want to be the one who causes good people to leave the company. You want to be the type of manager that employees are willing to go the extra mile for. You want to nurture and inspire your team, giving them the confidence to do their jobs well. You want to provide guidance and motivation, while showing integrity and modelling the behaviours you want to see in your team. You want to be more than a boss, you want to be a leader. This course will arm you with the tips and guidance you needto enhance your skills and complete the transformation from Boss to Leader.

Course Objectives

• Know the differences between good and bad bosses
• Understand how those who hold management positions can develop into good leaders
• Recognise the characteristics of good leaders
• Know the elements of leading by example
• Comprehend how to use common sense in the workplace
• Know why it is important to use clear communication techniques
• Understand the importance of providing effective feedback
• Understand how to apply emotional intelligence when managing others

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Help! I’ve Got toDeliver Inspirational Feedback

Course Subtitle:

How to Deliver Feedback that Gets Results

Course Overview

This course is designed to help workplace leaders learn how to provide effective feedback. Whether formal or informal, and whether it is provided to employees, peers, or someone else, there are ways that feedback can be structured to be effective and lasting.

This course will help participants learn why the manner in which feedback is delivered is important. They will also discover how to deliver a message so that people accept it and make lasting changes.

Course Objectives

• Recognising the need for structured feedback
• Understanding the benefits of a feedback programme
• How to deliver feedback in an effective style
• Using descriptive language in delivering feedback
• The importance of speed and specificity
• How to catch people doing things right
• Praising in public
• Reprimanding in private
• How to structure negative feedback in order to achieve a positive outcome
• Allowing the incidental matters to not matter
• Understanding personal behaviours that motivate by adding value
• Understanding personal behaviours that cause demotivation

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Help! I’ve Got to Conduct an Effective Coaching Session

Course Subtitle:

How to Use Coaching Skills to Drive Self-Esteem, Confidence & Results

Course Overview

The ability to coach effectively is crucial to the modern supervisor, manager and leader. This course will enable delegates to avoid the most common coaching mistakes and learn key tips and concepts that will immediately elevate their coaching effectiveness.

When deployed correctly, the developed skills will boost confidence and produce results on a sustained basis.

Course Objectives

• Defining the term ‘coaching’
• Acknowledging that everyone has potential they are not currently accessing
• Preparing for a successful coaching event
• Powerful ways to expand the conversation
• Recognising the various coaching formats
• Identify the appropriate coaching format
• How to deliver and receive balanced feedback
• Understanding collaboration versus assertive direction
• Conducting a successful coaching event
• Post coaching session activities that drive results

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Help! I’ve Got to Solve Problems & Make Decisions

Course Subtitle:

How to Solve Problems, Make Decisions and Get Better Outcomes

Course Overview

Naturally, we have the best of intentions to improve our conditions, however, our solutions often fall short of improving our circumstances. By applying conventional thinking to complex issues, there is a danger of exacerbating the situation by feeding the problems you are looking to solve. Problem solving and decision making is a key skill that is often overlooked. This course will help you to think through problems in a strategic manner in order to make informed and valuable decisions.

Course Objectives

• The key stages of problem solving
• Short term versus long term solutions
• Root cause identification
• The 8-step solution model
• Adopting the ‘Triple Why?’ technique
• Cause and effect analysis
• Analytical and creative thinking
• Multiple solution evaluation

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Help! I’ve Got to Motivate My Team

Course Subtitle:

Hi-Impact Strategies that Inspire Engagement & Results

Course Overview

It’s no secret that employees who feel they are valued and recognised for the work they do are more motivated, responsible, and productive. This course will help supervisors and managers create a more dynamic, loyal, and energised workplace. It is designed specifically to help busy managers and supervisors understand and harness the motivational needs of their team in order to create employee engagement and improved results.

Course Objectives

• Understanding the importance of prospecting
• Defining the term ‘motivation’
• Recognising that one size doesn’t fit all
• Removing de-motivational factors
• Understanding key motivational factors
• Team member empowerment
• How to create a motivating environment
• Motivational FBI’s
• Establishing and prioritising development needs

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Leadership Skills for Supervisors

Course Subtitle:

How to Make the Transition From Supervisor to Leader

Course Overview

Supervisors represent an important force in the economy. You have the power to turn on or turn off the productivity of the people who report to you. You are the crucial interface between the employee on the shop floor or the service desk and the managers of the organisation. Although you usually have more technical experience than the employees you supervise, you may not have had a lot of leadership experience. This course will give you the skills in communication, coaching, and conflict that you need to be successful.

Course Objectives

• Learn ways to prioritize, plan, and manage your time
• Identify your primary leadership style
• Develop some flexibility to use other leadership styles
• Determine ways you can meet the needs of employees and co-workers through communication and coaching
• Explore ways to make conflict a powerful force for creative, well-rounded solutions to problems

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Managing the Virtual Workplace

Course Subtitle:

How to Embrace and Thrive in a Virtual World

Course Overview

Virtual workers and virtual teams are an essential part of the modern workforce. More than ever, people are using technology to work anywhere, anytime.

There are big benefits to today’s virtual workplace, but there can also be big challenges. This course will teach managers and supervisors how to prepare employees for the virtual workplace, create telework programmes, build virtual teams, leverage technology, and overcome cultural barriers.

Course Objectives

• Create a virtual workplace strategy
• Develop, implement, and maintain telecommuting programmes
• Build a virtual team and lead them to success
• Plan and lead virtual meetings
• Use technology to support your virtual workplace
• Overcome cultural barriers when leading virtual teams
• Develop your virtual leadership skills

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

The Art of Making Meetings Work

Course Subtitle:

How to Manage Meetings Like a Pro

Course Overview

Meetings come in all shapes and sizes, from the convention to a quick huddle in a hallway. This course will be concerned with increasing the value of small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of those who participate.

Course Objectives

• Understand the value of meetings as a management tool
• How to control and manage time effectively
• Recognise the critical planning steps that makes meeting time more valuable and effective
• Identify process tools that can help create an open and safe forum for discussion
• Develop and practice techniques for handling counterproductive behaviours
• How to ensure the execution of agreed tasks

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Developing High Performance Teams

Course Subtitle:

Insider Secrets to Inspire Team Greatness

Course Overview

Success as a manager is heavily influenced by how well your team operates and what kind of results they achieve. Is your team able to solve problems? Can they resolve conflict? Are they enthusiastic and motivated to do their best? Do they work well together? This course is designed for participants who want to develop their team leadership skills and unleash the talent of their individual team members.

Course Objectives

• Identify different types of teams
• Build teamwork by recognising and tapping into the 12 characteristics of an effective team
• Promote trust and rapport by exploring your team player style and how it impacts group dynamics
• Recognise the key elements that move a team from involvement to empowerment and how to give these elements to your team
• Develop strategies for dealing with team conflict and common problems
• Understand how action planning and analysis tools can help your team perform better

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

The following courses are to be integrated into the ‘Customer Experience’ category

Course Title:

From Customer to Brand Evangelist

Course Subtitle:

The Unbreakable Laws of Driving Customer Loyalty

Course Overview

While many companies promise to deliver an incredible customer experience, service levels vary across most sectors. This course is designed around six critical elements of customer service that, when a company truly embraces them, drives customer loyalty on an unparalleled scale.

Course Objectives

• Defining the term ‘Customer’
• Customer behavioural trends
• Lifetime Customer Values
• Creating a uniformed philosophy towards customer experience
• Competitive threats
• The top influencers of customer dissatisfaction
• Preparing for the Customer visit
• Service level mantras
• How to see complaints as opportunities
• Demonstrating loyalty to breed loyalty
• Playing hero cards
• Hi-impact first impressions
• Memorable goodbyes

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Managing Customer Experience, Satisfaction & Loyalty

Course Subtitle:

How to Lead the Charge to Brand Evangelism

Course Overview

The need to lead, model, and promote the organisational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader, supervisor or manager in a customer service environment.

Course Objectives

• Identify ways to establish links between excellence in customer service and your business practices and policies
• Develop the skills and practices that are essential elements of a customer service focused manager
• Recognise what employees are looking for to be truly engaged
• Recognise who the customers are and what they are looking for
• Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Call Centre Training: Sales and Customer Service Training for Call Centre Agents

Course Subtitle:

The Ultimate Call Centre Resource

Course Overview

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical course.

Course Objectives

• The nuances of body language and verbal skills
• Aspects of verbal communication such as tone, cadence, and pitch
• Questioning and listening skills
• Ways of delivering bad news and saying no
• Effective ways to negotiate
• The importance of creating and delivering meaningful messages
• Tools to facilitate communication
• The value of personalising interactions and developing relationships
• How to increase average transaction values by upselling effectively
• Vocal techniques that enhance speech and communication ability
• Techniques for managing stress

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

Course Title:

Hiring For Success Part 1

Course Subtitle:

Mastering the Interview process

Course Overview

The interview is one of the key elements of the job search process. During this course, participants will explore how to prepare for an interview and become familiar with the types of questions to expect, as well as the questions they should think about asking. They will learn how to prepare for second interviews, testing, and shadowing, as well as how to follow up on their interview sessions.

Course Objectives

• Understand the different types of interview questions and how to prepare to answer them
• Apply the most effective ways to prepare for an interview, including how to present yourself professionally
• Express yourself effectively
• Know how to ask for feedback following an interview

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Hiring For Success Part 2

Course Subtitle:

How to Apply Behavioural Interviewing Techniques

Course Overview

Interviewing sounds easy enough: you arrange for a conversation between you and potential candidates, and then select the best person for a particular position. However, what if you could refine the process in such a way that you were confident that you are selecting the right person? How do you separate the good from the great, when they have similar work experience and strengths to offer? This course will give you the skills and tools to hire successful candidates.

Course Objectives

• How to recognise the costs incurred by an organisation when a poor hiring decision is made
• Ways to develop a fair and consistent interviewing process for selecting employees
• How to prepare better job advertisements and use a variety of markets
• How to develop a job analysis and position profile
• How to use traditional, behavioural, achievement oriented, holistic, and situational (critical incident) interview questions
• Communication skills that are essential for a skilled recruiter
• How to effectively interview difficult applicants
• Ways to check references more effectively
• Basic employment and human rights laws that can affect the hiring process

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

Course Title:

Onboarding: The Successful Rules for a Successful Onboarding Programme

Course Subtitle:

How to Onboard Like Your Business Depends On It

Course Overview

Did you know that most employees decide to leave a job within their first 18 months with an organisation? When an employee does leave, it usually costs about three times their salary to replace them. You can greatly increase the likelihood that a new employee will stay with you by implementing a well-designed onboarding program that will guide the employee through their first months with the company. This course will explore the benefits of onboarding, show you how to design an onboarding framework, give you ways to customise the program for different audiences (including managers and executives), and demonstrate how to measure results from the programme.

Course Objectives

• Define onboarding and describe how it is different from orientation
• Identify the business benefits of onboarding
• List the factors that contribute to a successful onboarding programme
• Build a team to create an onboarding programme
• Prepare a vision statement and goals for an onboarding programme
• Design a framework for an onboarding programme that includes programme setup, various types of training, games, progress tracking and follow-up
• Customise your onboarding framework
• Identify which metrics you should track to evaluate programme results
• Create a branded, unique programme

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

Course Title:

Beyond Workplace Politics

Course Subtitle:

How to Finally Burst the Politics Bubble

Course Overview

There are workplace politics at play in every organisation. They encompass the power and authority processes and behaviours that are at work in a particular workplace.

Daniel Goleman, the co-founder of the Collaborative for Academic, Social, and Emotional Learning (CASEL) theorised the social aspect of behavior as a complement to the emotional. His definition expanded to: “Social and emotional intelligence involves understanding your feelings and behaviors, as well as those of others, and applying this knowledge to your interactions and relationships.” In his work with CASEL he developed five interrelated sets of Social and Emotional Competencies: Self-Awareness, Self-Management, Social Awareness, Good Relationship Skills, and Responsible Decision Making. This course will explore the social and emotional competencies and their role in working beyond workplace politics.

Course Objectives

• Understand what Workplace Politics is and why it is not always bad
• Distinguish between formal and informal workplace hierarchies
• Use practical steps to negate the influence of rumours
• Define Social and Emotional Intelligence and understand their importance in navigating workplace politics
• Understand the importance of Self-Awareness in dealing with workplace politics
• Understand the role of Self-Management in the workplace and learn to improve self-management
• Understand the roles of Empathy, Organisational and Service Awareness in the workplace and social awareness skill development
• See the importance of responsible decision making and identify decision traps that should be avoided
• Create your own Workplace Philosophy Statement

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Bullying in the Workplace

Course Subtitle:

How to Effectively Manage the Silent Epidemic

Course Overview

Bullying is often addressed as the silent epidemic. Although half of workers have experienced or witnessed bullying, policies and laws aimed at managing the issue are far less prevalent.

This is, in part, because bullying can be hard to identify and address. People wonder, what does bullying look like? How can we discourage it in our workplace? What can I do to protect my staff and co-workers? All of these questions (and more) will be answered in this course.

Course Objectives

• Define what bullying is and is not
• Understand the costs of bullying to people and organisations
• Identify bullying behaviors and the reasons behind them
• Discover ways to prevent bullying and understand what role you can play
• Learn how to protect yourself from bullying
• Know what to do if you are bullied
• Identify appropriate solutions for a bullying incident
• Be able to assist in creating an anti-bullying policy

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Creating a Workplace Wellness Programme

Course Subtitle:

The Key Stages of Successfully Introducing a Wellness Programme

Course Overview

Whether you are creating a workplace wellness program from scratch, or enhancing what you already have, you’re already on the right track! With increasing costs of health care, a shrinking workforce, and aging workers, a savvy workplace understands the value in supporting workers to improve their conditioning and to live a fitter lifestyle. This course includes all aspects of designing or upgrading a programme, from concept through implementation, to review.

Course Objectives

• Describe the necessity of workplace wellness programs
• Create programme elements that reflect the needs of employees and the objectives of the organisation
• Select programme elements that fit the context of current operations
• Establish implementation and evaluation strategies

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

Course Title:

Disability Awareness

Course Subtitle:

Recruiting & Working with People with Disabilities

Course Overview

People with disabilities represent a significant and largely underutilised resource. As a result of advocates for diversity, as well as a shrinking labour pool, employers are taking a serious look at hiring and retaining people with disabilities. This course will give supervisors, managers, and human resource consultants tools and tips for creating a diverse workplace.

Course Objectives

• How to prepare to welcome people with disabilities into your workplace
• How to interact with people with disabilities
• Identifying and overcoming barriers in the workplace
• Using respectful, appropriate, acceptable language in any circumstance
• Understanding appropriate interaction during hiring and interviewing
• Understanding what job accommodation is and how it applies in your workplace

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

Course Title:

Celebrating Diversity in the Workplace

Course Subtitle:

How to Develop and Maintain a Diverse Workplace

Course Overview

More than ever, a workplace is a diverse collection of individuals proud of who they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. One of the challenges for workplace leaders is how to help these diverse individuals work as a team. Failure to do so can have serious legal costs for corporations.

This course will give you ways to celebrate diversity in the workplace while bringing individuals together.

Course Objectives

• Describe what diversity and its related terms mean
• Explain how changes in the world have affected you and your view
• Identify your stereotypes
• Use terms that are politically correct and avoid those which are not
• Apply the four cornerstones of diversity
• Avoid the pitfalls related to diversity
• Use a technique for dealing with inappropriate behavior
• Develop a management style to encourage diversity
• Take action if you or one of your employees feels discriminated against

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

Beyond Workplace Harassment

Course Subtitle:

How to Understand and Effectively Manage Workplace Harassment

Course Overview

Financial repercussions are not the only reason why workplaces need to be proactive when it comes to preventing harassment. This type of behavior has harmful effects on the victims such as health and self-esteem challenges, as well as negative impacts on the workplaces where it occurs, including decreased productivity and increased absenteeism.

But how do you prevent harassment from occurring? What sort of policies should be in place? What should managers do to protect their employees? How should you respond if a complaint if filed? All of these questions (and more) will be answered during this course.

Course Objectives

• Understanding what is acceptable behavior in the workplace, what is not, and why
• Define the various types of harassment, including sexual harassment
• Assist in creating a harassment policy
• Discover ways to prevent harassment
• Demonstrate some ways to protect yourself from harassment
• Know what to do if you are harassed or accused of harassment
• Understand the complaint process, from the complaint to the reply, to mediation or investigation, to a solution
• Identify situations where mediation is appropriate, and understand how mediation works in those situations

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

12 hours delivered in 8 virtual sessions of 90 minutes each

Course Title:

Time Management Mastery

Course Subtitle:

How to Regain Control of Your Time and Get More Done

Course Overview

Time is money;however, an immeasurable amount of money is lost every year through disorganisation and disruption. We also deal with a constant barrage of technology, people, and tasks that can contribute to that disorganisation. Many people find that they flit from one task to another, trying to get everything done, but often falling short. During the course, you will learn how to make the most of your time by getting a grip on your workflow, using your planner effectively, and delegating some of your work to other people.

Course Objectives

• How to better organise yourself and your workspace for peak efficiency
• The importance of, and the most useful techniques for, setting and achieving goals
• How to plan and schedule your time efficiently
• Setting priorities and making decisions
• What to delegate and how to delegate well
• How to take control of things that can derail your workplace productivity
• How to create order and get organised
• How to manage your workload

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoingreinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each

Course Title:

The Art of Making Meetings Work

Course Subtitle:

How to Manage Meetings Like a Pro

Course Overview

Meetings come in all shapes and sizes, from the convention to a quick huddle in a hallway. This course will be concerned with increasing the value of small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of those who participate.

Course Objectives

• Understand the value of meetings as a management tool
• How to control and manage time effectively
• Recognise the critical planning steps that makes meeting time more valuable and effective
• Identify process tools that can help create an open and safe forum for discussion
• Develop and practice techniques for handling counterproductive behaviours
• How to ensure the execution of agreed tasks

What’s Included?

• Instruction by an expert facilitator
• Delegate workbook and course materials
• Event recording to aid ongoing reinforcement

Duration

6 hours delivered in 4 virtual sessions of 90 minutes each