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Handling a Difficult Customer

Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively.

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

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathise
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers


Handling Angry Callers

This program will teach participants a simple but powerful three step process to calm an angry caller and regain control of the call. After regaining control, participants will learn how to diffuse the caller’s strong emotions and to refocus on collaboratively resolving the issue.

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

  • Use a three step process for handling angry callers
  • Explain the importance of fixing the caller before fixing the problem
  • Explain the value of complaints and how the best caller experiences can come out of the worst service break downs
  • Be more resilient and take ownership of issues


Health and Safety in the Workplace

Health and safety in the workplace are the responsibility of everyone in the organisation. Organisations have legal obligations to meet certain safety requirements, standards and procedures that everyone needs to follow in order for them to be effective.

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

  • Review common hazard and safety techniques
  • Use tools to help them create policy and procedure in the workplace
  • Identify hazards, prevent injuries and keep employee safe
  • Access health and wellness program needs


Health and Wellness at Work

A healthy employee is a happy and productive employee and that is a goal for every organisation. Through our health and wellness at work program, participants will experience the benefits of a healthier lifestyle and workplace.

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

  • Access health and wellness program needs
  • Plan a health and wellness program
  • Implement a health and wellness program
  • Maintain a health and wellness program


High-Performance Teams (Inside the Company)

High-Performance Teams (Inside the Company) are organisations, teams or groups working inside an office environment that are focused on achieving the same goals.

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

  • Understand the benefits of high-performance teams
  • Address challenges
  • Conduct effective meetings
  • Be able to see the big picture
  • Work collaboratively
  • Adequately praise team members


High-Performance Teams (Remote Workforce)

High-Performance Teams (Remote Workforce) are organisations, teams or groups working in a virtual environment that are focused on achieving the same goals. Bringing team members together through a virtual environment can be a challenging task.

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

  • Define high performance teams
  • Define remote workforce
  • Understand the characteristics of a high-performance team
  • Understand how to create teamwork
  • Understand the importance of communication


Hiring Strategies

Successful companies are made up of great employees, so why not hire great employees? Hiring and training employees is an expensive venture. Be sure to hire the right person for the right position. Hiring the right person is more about skills and abilities; it is about finding the right combination of skills, attitude and fit for your organisation’s culture.

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

  • Know how to present the current open position
  • Develop a workable hiring strategy
  • Know how to determine which candidates to interview
  • Steps and techniques to use in an interview
  • Welcome newly hired employees
  • Find potential candidates for the position


Human Resource Management

As companies modify priorities and operations, human resources functions can move from a dedicated HR role, to that of the manager. Whether the majority of those important functions stays within HR at your organisation, or is your responsibility as a manager, it is important that managers understand how much of their role is really about their people, as well as aspects of legislation, policy and procedures that involve human resourcing issues.

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

  • Describe the implications of different aspects of Human Resource Management on their daily responsibilities
  • Define human resources terms and subject matter
  • Recruit, interview and retain employees more effectively
  • Follow up with new employees in a structured manner
  • Be an advocate for your employees’ health and safety


Human Resources

This workshop covers critical areas including policies, staffing, recruitment, job descriptions, interviewing, induction, training, salary packages, motivation, supervision, leadership, morale, workplace culture, OH&S and performance reviews.

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

  • Understand the human resource policies and strategies
  • Determine how to recruit and understand what it involves
  • Motivate everyone in the organisation
  • Supervise professionally