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Call Centre Training

Call Centre Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By the end of this workshop, participants will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Create SMART Goals
  • Familiarise myself with strategies that sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks


Call Control

Participants will learn how to steer conversations with customers tactfully towards a more structured call flow. This structured call flow enables call centre agents to provide answers quickly and resolve customer issues without compromising the customer experience or satisfaction.

By the end of this workshop, participants will be able to:

  • Explain the importance of controlling each customer call
  • Follow a three step process to regain control of calls with angry and talkative callers
  • Explain nine different techniques to control calls more effectively
  • Use the power of questions to better control calls


Change Management

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas and methods often change, affecting the way we perform daily tasks and live our lives. This workshop will give any leader tools to implement changes more smoothly and to have those changes better accepted.

By the end of this workshop, participants will be able to:

  • List the steps necessary for preparing a change strategy and building support for the change
  • Describe the WIFM – the individual motivators for change
  • Use needed components to develop change management and communication plans and to list implementation strategies
  • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction


Change Matters

The goal of this program is to help you take responsibility for how you react and respond to change by giving you
a set of tools and techniques of self-awareness and assessment on the sometimes bumpy ride on your road to change.

By the end of this workshop, participants will be able to:

  • Clearly understand how it feels like during a change situation
  • Understand and follow a six step process to help you take responsibility for how you react and respond to change


Civility in the Workplace

To address the growing problem of incivility in the work setting, this workshop introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behaviour, as well as different ways organisations can systematise civility in the workplace will also be discussed.

By the end of this workshop, participants will be able to:

  • Define civility, understand its causes and enumerate at least three of its behavioural indicators
  • Understand the costs of incivility, as well as the rewards of civility, within the workplace
  • Learn practical ways of practicing workplace etiquette, including the proper use of greetings, respect, involvement and political correctness
  • Learn the basic styles of conflict resolution and identify the style most appropriate for managing particular conflicts in the workplace


Coaching and Mentoring

This workshop focuses on how to better coach your employees to a higher performance. Coaching is a process of relationship building and setting goals. How well you coach relates directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting.

By the end of this workshop, participants will be able to:

  • Define coaching, mentoring and the GROW model
  • Identify and set appropriate goals using the SMART technique of goal setting
  • Identify the steps necessary in defining the current state or reality of your employee’s situation
  • Identify the steps needed in defining options for your employee and turn them into a preliminary plan
  • Identify the steps in developing a finalised plan or wrapping it up and getting your employee motivated to accomplish those plans


Coaching Salespeople

Coaching is not just for athletes. More and more organisations are choosing to include coaching as part of their daily routine. Coaching salespeople will not only increase sales, it will have a positive impact on the community and culture of a company. The benefits of coaching salespeople are numerous and worth exploring.

By the end of this workshop, participants will be able to:

  • Discover the specifics of how to develop coaching skills
  • Learn to understand the roles and responsibilities of coaching
  • Identify the challenges that coaches face working with salespeople
  • Learn maintenance strategies
  • Avoid making common mistakes towards leadership, communication and maintenance


Collaborative Business Writing

Writing and communication skills have degraded with more and more people communicating through email and instant messaging. Developing writing skills is still important in the business world as is creating proper documents including proposals, reports and agendas, giving you professionalism and business ethics in the workplace.

By the end of this workshop, participants will be able to:

  • Gain knowledge and skills to collaborate with team members
  • Create important documents through tools and processes
  • Improve setting style guidelines
  • Overcome collaborative written barriers
  • Discover styles of dealing with conflicts


Communicating with Impact

Participants will learn how to combine voice tone, body language with language that engages others. Using a four point communications model, participants will be able to communicate their messages more clearly, confidently and effectively.

By the end of this workshop, participants will be able to:

  • Communicate clearly, confidently and assertively
  • Engage better with others by listening more effectively and asking insightful questions.
  • Use techniques to build better rapport with others
  • Combine tone of voice, body language with the right language to communicate the intended message more clearly
  • Use four principles to communicate with impact


Communication

The course focuses on how to listen carefully, ask insightful questions, be assertive and interpret non-verbal signals. Participants will leave with the ability to combine voice tone, body language and appropriate language into a clear, effective message.

By the end of this workshop, participants will be able to:

  • Listen with attention and focus
  • Ask insightful questions
  • Learn voice tone and body language
  • Be assertive in communication


Communication Strategies

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.

By the end of this workshop, participants will be able to:

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and preverbal communication skills
  • Use the STAR method to speak on the spot


Competitive / Lean Manufacturing

This manual explains how organisations will benefit greatly by implementing a continuous improvement system at all levels and explains how to implement the process.

By the end of this workshop, participants will be able to:

  • Understand the importance of remaining client-focused
  • Anticipate, plan and manage challenges brought on by competitors
  • Engage the workforce for greater effectiveness, efficiency and leadership
  • Motivate and encourage staff to value their contribution to the organisation and to improve their work practices
  • Actively seek ideas and opinions and provide constructive feedback


Conducting Annual Employee Review

An annual review can help you keep your employees happy, engaged and focused. It is human nature to want to succeed. Giving your employees feedback on their positive and negative attributes is part of the pathway to success. A poorly designed annual review can have the reverse effect.

By the end of this workshop, participants will be able to:

  • Discover how to conduct a well-designed employee annual review
  • Discover the categories for annual review
  • Identify common mistakes in annual review
  • Gain successful tips for concept of pay for performance
  • Learn how to identify employee compensation to firm wide returns
  • Learn how to communicate effectively in regard to employee expectations


Conflict Resolution

Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

By the end of this workshop, participants will be able to:

  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflicts
  • Be able to break out parts of the process and use those tools to prevent conflict


Contact Centre Training

Customers want to know that the person answering their questions will be knowledgeable and know what they are talking about. Training your staff and giving them the information that is needed will assist them in giving an exceptional customer service experience.

By the end of this workshop, participants will be able to:

  • Identify goals and responsibilities
  • Learn how to build rapport
  • Learn how to listen
  • Gain etiquette and customer service manners
  • Handle difficult customers
  • Obtain necessary information


Contract Management

Contracts are made with or for vendors, employees, customers and partnerships to establish business relationships. In order to effectively implement contract management, we must understand how to carefully manage all the small details to avoid facing financial loss, relationship harm and damaged reputations.

By the end of this workshop, participants will be able to:

  • Define contract management
  • Identify legal and ethical contract management
  • Request contract management
  • Learn how to create, amend and renew contracts
  • Learn how to contract negotiate
  • Learn to assess performance


Creating a Great Webinar

Webinars are a great inexpensive way to interact between the organisation and the audience. Webinars are great tools if you want to market a new or improved product, train employees, demonstrate a new task, or have a meeting with employees located throughout the globe. Being an interactive form of media, webinars provide a great environment for these activities and so much more.

By the end of this workshop, participants will be able to:

  • Develop the skills needed to promote and facilitate a great webinar for the company
  • Identify what can webinars do
  • Learn the criteria to hold a successful webinar
  • Find the right format and ways to reach to your audience
  • Gain skills in marketing and social media to interact with your audience


Creative Problem Solving

This workshop will give participants an overview of the entire creative problem solving process, as well as key problem-solving tools that they can use every day.

By the end of this workshop, participants will be able to:

  • Understand problems and the creative problem-solving process
  • Identify types of information to gather and key questions to ask in problem solving
  • Identify the importance of defining a problem correctly
  • Identify and use four different problem definition tools


Creative Problem Solving and Decision Making

This highly interactive workshop introduces a variety of creative solution generation and decision-making techniques. Participants will develop the skills necessary to analyse a problem, generate creative solutions and decide which solution most closely matches their needs.

By the end of this workshop, participants will be able to:

  • Apply logical tools to properly analyse problems for root causes
  • Establish and compare options in a variety of situations
  • Identify the best choice from various options and address group thinking
  • Achieve group consensus about important decisions
  • Apply a four step process to systematically solve problems and decide on appropriate solutions


Crises Management

Crisis management is as important as finance management, personnel management, etc. Having a clear and effective program and plan for an event is critical not only to your survival, but critical to the profitability and possibly the survival of the company.

By the end of this workshop, participants will be able to:

  • Recognise warning signs to help avoid negative situations
  • Manage crisis professionally and appropriately
  • Identify workplace violence, crisis, myths
  • Recognise concerning behaviour
  • Learn what triggers the violence, conflicts and danger


Customer Service

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

By the end of this workshop, participants will be able to:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognise how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business


Customer Service – Vision Energy and Passion to Serve

A customer focus puts your customers at the top of your priority list. When you put your customers into the heart of your business, you make customers part of your service culture. This is a core concept in this high energy workshop. Participants will become more flexible and inspirational communicators will be able to engage customers and to deliver world class customer care with energy and commitment.

By the end of this workshop, participants will be able to:

  • Explain how their role is instrumental in creating a high performance customer focused environment
  • Realign their thinking about customer complaints
  • Describe the opportunity that exists to develop increased lifetime value from even the most challenging customer situations
  • State the attitudes, skills and knowledge required to be a professional customer care representative


Cyber Security

Every organisation is responsible for ensuring cyber security, the ability to protect its information system from impairment is essential to success and increase efficiency and productivity.

By the end of this workshop, participants will be able to:

  • Develop effective prevention methods which will increase overall security
  • Understand the basic concepts associated with cyber security and what a company needs to do to stay secure
  • Learn the types of malware, cyber-attacks and critical treats
  • Identify cyber security breaches