Training Programs Menu - sardenlearning.com.au · Training Credits will simplify your administration time and cost. ... • PTPS Team Player Style Enquire Now ... Proposal & Report

Training Programs Menu

Sarden Learning provides a wide

range of high quality and innovative

learning solutions to meet your

organisation’s needs. Our vast

experience, flexibility and

professionalism have enabled our

clients to achieve targeted long term

results for their people.

We pride ourselves on exceeding the

expectations of our clients and we

deliver a high return on investment

with all-inclusive pricing. There are no

hidden costs or additional charges and

our wide range of learning programs

can be tailored to fit with your culture

and industry.

Our programs are interactive,

results focused and relevant which

achieves a real behavioural shift for

participants.

Our programs are cost effective with a notable return on investment

Our Approach and Philosophy We place a premium on our relationships with our partners and are committed to delivering customer excellence

and our focus is on developing your people through targeted behavioural strategies. Our communication style is

transparent, open and flexible with an emphasis on sharing knowledge. Before delivering a program we will

endeavour to gain an insight into your business processes, issues and culture. We will also ensure that we are

familiar with your company's language including software used by your staff.

Format Our training programs are practical with lots of interaction and discussion between the participants. During our

workshops participants have the opportunity to have their questions, answered and are encouraged to develop

and work on their personal action plans in a consultative and controlled environment. Programs can be delivered

as the standard workshop or tailored to suit your business. We ensure that you achieve measurable results and

your desired training outcomes.

Embedding Innovation Our courses and programs are innovative and include role plays/ interactive multimedia/ flash presentations/ case

studies and videos. All of our programs can be delivered in a classroom training format or in a blended learning

format which could include face to face, coaching and online training components. We can also deliver any of our

programs concurrently within an organisation in various locations and our materials can be used later for

refresher and reference purposes.

Our Facilitators

Our programs are delivered by a team of experienced and highly skilled facilitators who are tertiary qualified and

possess considerable experience in the delivery of training to a wide range businesses.

Our Clients Our clients come from a variety of organisations within the public and private sectors. Our past participants

include executive managers, middle managers, operations, administration and support personnel, sales and

marketing, HR, front line customer service and technical professionals.

Why are we different?

Cost effective - Our training programs represent value with a high return on investment. Tailored and flexible - We can tailor our courses to address your organisation's specific needs and unique culture. National - Our national presence means that training can be rolled out nationally with consistency by our facilitators located across Australia. In-house - Our in- house courses give you scheduling flexibility and training consistency. Quality - We strive for continual improvement in our courseware, delivery and interaction with our valued clients. Easy and helpful - We value our clients and endeavour to make your interaction with us easy and helpful. Fixed pricing - We understand your need to budget training, there are no hidden or additional costs associated with our training services. Satisfaction guaranteed - If for any reason you are unhappy with what we have delivered. Expert facilitators - Our facilitators are highly motivated experienced

professionals with tertiary qualifications and hold certificate IV.

Purchase pre paid Learning Credits for any in-house or public course and SAVE!

How It Works

Learning Credits are an excellent way to take care of your training budget for the year and save

money for your company at the same time. Pre-purchasing training gives you access to Learning

Credits which enables you to plan ahead for your training needs. The credits can be used for any of

our in house or public programs within 12 months of purchase and can save up to 20% on the

normal course price.

Training Credits will simplify your administration time and cost. You will receive access to your online

organisation staff portal where you can view the number of credits used, the value of training

purchased, which courses they were used for and which employee attended the course.

Benefits of Purchasing Learning Credits

• You will increase your return on investment by saving up to 20% on the normal course price

• Can be used for ANY in house or public course within 12 months of purchase.

• The Learning Credits can be used across your business for any of your staff.

• Use this year’s budget for next year’s training.

• Reduce your administration costs by enabling your training to be centralised under one account

• Access to your company staff learning portal where you can view your credit usage and print

reports.

• Save time, save money and save the hassle of going through the approval process every time

you want to send someone on a course. A simple, easy convenient solution for all of your

training needs for the year.

• You will be sent regular reports on your credit allocation and usage by your dedicated Account

Manager.

For more information on Learning Credits, contact us on 1300 783 987 or email

[email protected]

mailto:[email protected]

MENU

Inclusions • Expert and engaging trainers

• Pre training consultation

• Individual attention for participants

• Skills practice/role plays/ activities

• Comprehensive workbook

• Free access to online toolkit

• Certificate of Achievement

• 12 week email skills booster follow up

Some Assessment Tools Used • Leadership Effectiveness

Analysis™

• Leadership Potential Indicator (LPI)

• DiSC®

• Myers Briggs Type Indicator®

• BarOn EQ-i®

• Belbin ® Team Roles

• PTPS Team Player Style

Enquire Now

For questions, full course outlines pricing

or tailoring

1300 783 987

[email protected]

www.sardenlearning.com.au

Communication 1

Advanced Business Writing Skills 1

Assertive Communication Skills 1

The Basics of Business Writing 2

Communicating Effectively 2

Proposal & Report Writing 3

Conflict Resolution 4

Advanced Conflict Resolution Strategies for Managers

4

Workplace Bullying & Harassment 4

Conflict Resolution Strategies for Managers

5

Anger Management Skills 5

Employee Dispute Resolution 6

Resolving Conflict in the Workplace 6

Client Service & Sales 7

Building Successful Sales Relationships

7

Critical Elements of Client Service 7

Client Service Excellence 8

Professional Telephone Skills 8

Handling Difficult Calls 9

Essential Selling Skills 9

Overcoming Sales Objections 10

Professional Sales Presentations 10

HR Essentials 11

Using Activities to Make Training Fun 11

Develop an Effective Induction Program 11

Diversity in the Workplace 12

Effective Presentation Skills 12

Recruitment and Selection 13

Managing Change in the Workplace 13

Managing Difficult Conversations for HR Professionals

14

Advanced Facilitation Skills 14

Security Awareness at Work 15

Leadership & Teams 16

Effective Teams 16

Coaching Skills for Leaders 16

Delegating Effectively 17

Developing High Performance Teams 17

Advanced Skills for Leaders 18

Leadership Skills for Managers 18

Managing Multi Generational Teams 19

Negotiating & Influencing Skills 19

Problem Solving and Decision Making 20

Working in a Multigenerational Team 20

Conducting the Performance Appraisal 21

Managing Employee Performance 21

Management Skills for the New Manager

22

Managing Difficult Conversations 22

Finance for Non Finance Managers 23

Personal Development & Time Management

24

Emotional Intelligence 24

Completely Organised at Work 24

The Professional Executive Assistant 25

Advanced Skills for the Executive Assistant

25

Complete Time Management 26

Working Efficiently in a Team 26

Solving Ethical Dilemmas 27

Cultural Awareness Skills 27

Effective Minute Taking 28

Making Meetings Work 28

Managing Your Time With Outlook 29

Resilience & Wellbeing 30

Resilience in the Workplace 30

Resilience in the Workplace for Leaders

30

Complete Stress Management 31

Project Management 32

Advanced Project Management 32

Intermediate Project Management 32

Introduction to Project Management 33

Project Management for Executive Assistants

33

http://www.cfcd.com.au/leadership-development-assessment-tools#lea

http://www.cfcd.com.au/leadership-development-assessment-tools#lea

http://www.cfcd.com.au/leadership-development-assessment-tools#mbti

http://www.cfcd.com.au/leadership-development-assessment-tools#baron-eqi


http://www.sardenlearning.com.au/

Communication

Advanced Business Writing

Assertive Communication Skills

The Basics of Business Writing

Communicating Effectively

Proposal & Report Writing

Enquire Now

For further information about our courses

1300 783 987

[email protected]


ADVANCED BUSINESS WRITING SKILLS

Duration: 1 day Delivery: In house

Format: Facilitator led Max Participants: 20

Can be tailored: Yes Locations: Australia wide

Course Overview Learn how to capture your thoughts on paper so they are strong and persuasive,

but at the same time clear, concise, complete, and correct. During this workshop,

we spend time writing letters of recommendation, of persuasion, of refusal or of

action, that reflect current word usage and up-to-date formats. You will also

become more skilled at writing proposals and reports and learn a bit more about

email etiquette.

Learning Outcomes

The nine rules of writing

The five phases of business writing

Develop an appropriate writing style and format

Recognise standard ways of documenting materials

How to plan, organise, write, edit and review

Choosing the appropriate document every time

Develop effective business documents for tough situations

Improve sentence and paragraph construction

Documents that inform, persuade and provide information

What Will Be Covered

What is the purpose of your document?

Who is my audience?

The Four C's - Clear, concise, complete, correct

POWER: The five stages of business writing

Direct vs. indirect approach

Readability index and using inclusive language

Paragraphs, sentences, emphasis, tone, unity and coherence

Steps in the persuasion process

Business briefs, memos and emails

Report writing: structure, tables, graphs and citing sources

Reports vs. Proposals

Editing and revising

Skills practice

Key take aways and Personal Action Plan

Suitable for all staff

ASSERTIVE COMMUNICATION SKILLS




Course Overview Assertive communication involves speaking your mind and expressing your point

in a constructive manner. This course provides practical techniques to improve

interaction with others in the workplace. Participants learn how to change their

behaviour to assertively deal with complex workplace situations. They will

understand how positive assertiveness can enhance interpersonal communication

and decrease stress.

Learning Outcomes

The causes of non-assertive, assertive and aggressive behaviours

Learn how to create positive self-expectations

Identify communication tools to help you be more assertive

Learn how to say no, and when no is the best answer

Increase your confidence and self-esteem

Avoid manipulation by others and deal effectively with criticism

Take accountability and work toward Win-Win outcomes

Develop and use assertive communication techniques

Communicate assertively with difficult people

Control your body language to covey the correct message

Make better decisions and reduce stress levels


Taking criticism, including how to handle the negative critic

Recognizing and stating your needs and limits

Building your self-esteem

How stress affects your behaviour

Reframing your beliefs and projecting self-confidence

Values and behaviours

Negative vs. positive thinking

Giving constructive feedback to others

When to walk away

Assertive negotiation skills

Skills practice



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Communication






Enquire Now


1300 783 987

[email protected]


THE BASICS OF BUSINESS WRITING




Course Overview This workshop will focus on the basic skills required to write professionally in a

business environment. Participants will learn how to capture their thoughts on

paper and email in a clear, concise, complete, and correct format. Participants will

also have the opportunity to discuss their writing problems and share solutions

with others in the workshop.

Learning Outcomes

Have a better grasp of the basics of business

How to write concisely and clearly, so that the reader is able to grasp what is

written

Learn the process of gathering material and putting it in a format that

addresses the points under discussion

How to bring closure to the document through recommendations or next

steps

Develop a writing style in keeping with that used by experienced writers


The Four C's

Active vs. passive voice

Punctuation tips, sentence and paragraph structure

Business writing formats

Writing letters, memos and briefs

Inclusive language, spelling and proofreading

Editing documents

Email writing and etiquette

Documenting sources

Skills practice



COMMUNICATING EFFECTIVELY




Course Overview This workshop is designed to give participants the opportunity to improve the

critical communication skills of listening, asking questions and being aware of

nonverbal messages. It can also help participants who are struggling to find that

middle ground between being too aggressive and too passive, and how to counter

the manipulative tactics of difficult people.

Learning Outcomes

Identify common communication problems that may be holding you back

Develop skills in asking questions that give you information you need

Learn what your non-verbal messages are telling others

Develop skills in listening actively and empathetically to others

Learn how to firmly stand your ground and make your feelings heard

Enhance your ability to handle difficult situations without being manipulated

Be aware of the five types of relationships


10 commandments of positive relationships

Self-awareness

Feeling competent

Communication barriers

Asking good questions

Listening skills

Johari Windows

Improving your self-image

Five approaches to relationships

Your frame of reference

The assertive formula and saying NO

Skills practice



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Communication






Enquire Now


1300 783 987

[email protected]


PROPOSAL AND REPORT WRITING




Course Overview This course will provide participants with skills and knowledge to write effective

business reports, and proposals. Participants will learn to write in a persuasive,

informative manner and target writing styles to suit a wide range of reports

including board papers, business reports, submission papers and project

documents.

Learning Outcomes

Techniques for writing reports and proposals

To develop paragraphs that introduce, connect, develop, and conclude some

part of an idea

To prepare reports and proposals that inform, persuade, and provide

information

To learn how to proofread your work so you are confident it is clear, concise,

complete, and correct

To provide an opportunity to apply these skills in real work applications


The Four C’s: Clear, concise, complete, correct

Constructing paragraphs

Readability index

The Persuasion process

POWER: The five stages of report writing

Direct vs. indirect approach

Report writing: structure, tables, graphs and citing sources

Editing and revising

Reports vs. Proposals

Skills practice



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Conflict Resolution


Workplace Bullying & Harassment


Anger Management Skills

Employee Dispute Resolution

Resolving Conflict in the Workplace

Enquire Now


1300 783 987

[email protected]


ADVANCED CONFLICT RESOLUTION STRATEGIES FOR MANAGERS

Duration: 2 days Delivery: In house


Can be tailored Yes Locations: Australia wide

Course Overview Resolving conflict requires openness, discipline, and creativity. During this two

day workshop, we will examine positive and negative conflicts and show you how

to deal with conflict in any situation. You will learn practical communication,

negotiation and influencing skills you can adopt without damaging relationships.

Learning Outcomes

Build a framework of trust for your team

The five most common conflict resolution styles and when to use them

Reduce conflict through proactive management actions

Effective non-verbal and verbal communication skills

Using Emotional Intelligence to manage negative emotions, enhance your

leadership skills and strengthen staff trust and morale

Recognise how your own attitudes and actions impact on others

Coping strategies for dealing with difficult people and difficult situations

Effective skills for mediating disputes for others

Manage conflicts to enhance productivity and performance

Deal with negative or aggressive behaviours more successfully

Establish the appropriate follow-up steps once the confrontation is over


Causes of difficult behaviour

Personal styles of conflict management

Active listening and questioning techniques

The importance of non verbal communication

Building stronger relationship via the TRUST model

The 5 step process for managing conflict

Overcoming resistance to change

Dealing with age and cultural differences

Building solutions and negotiating for a win-win solution

Assertiveness tips for handling problem behaviours

Emotional Intelligence, your emotions and managing conflict

Skills practice


Suitable for Managers, Supervisors and Team Leaders

WORKPLACE BULLYING AND HARRASSMENT




Course Overview Workplace bullying can be defined as repeated unreasonable behaviour directed

towards a person, or group, that jeopardises workplace health and safety. This course

will show participants what constitutes harassment and/or bullying, what behaviours

can be problematic and how to avoid them. The course also provides suggestions on

what you can do if you become aware of or involved in workplace harassment or

bullying.

The course is compliant with and covers the amendments made as of 1st January

2014 to the Fair Work Act.

Learning Outcomes

Identify types and examples of inappropriate workplace behaviours

Understand what is acceptable behaviour and what is not

Understand why the perceptions of individuals can differ

Identify situations where mediation is appropriate

Identify appropriate solutions and resolution for a harassment incident

Respond to any instances of inappropriate workplace behaviour

How to return to normal after a harassment/bullying incident


What constitutes harassment and/or bullying

The laws relating to harassment and bullying

Why bullying and harassment occurs

Discrimination in the workplace

Different types of problematic behaviour

Sexual harassment and racial vilification

Example scenarios for harassment and bullying

The effects of harassment and bullying

What if it happens to me? What you can do?

Your rights and responsibilities

Responsibilities of your manager and organisation

The complaints process and mediation

What if it’s happening to someone else?

After it’s over

Suitable for all levels of staff

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Conflict Resolution







Enquire Now


1300 783 987

[email protected]


CONFLICT RESOLUTION STRATEGIES FOR MANAGERS




Course Overview Being able to manage conflict in the workplace is an essential skill for all, especially

managers. This course will help you to identify some of the ways you may be

contributing to these problems with ineffective communication techniques. We will

examine positive and negative conflicts and show you how to deal with conflict in

any situation.

Learning Outcomes

Understand what conflict is and how it can escalate

Recognise the five conflict resolution styles and when to use them Increase positive information flow through non-verbal and verbal

communication skills Develop effective techniques for intervention strategies

Strengthen staff trust and morale

Recognise how your own attitudes and actions impact on others

Find new and effective techniques for managing negative emotions

Develop coping strategies for dealing with difficult people & situations

Learn some techniques for managing and dealing with conflict

Effective skills for mediating disputes for others

Become more confident of your ability to manage conflicts to enhance

productivity and performance


Managing your anger and other people's anger

Why don't people do what they are supposed to?

Personal styles of conflict management

Causes of difficult behavior and managing this behaviour

Active listening and questioning techniques

Negotiating for a win-win solution

Assertiveness techniques & de-stress options

Building solutions to conflict situations

The 5 step process for managing conflict

Dealing with change

Skills practice



ANGER MANAGEMENT SKILLS




Course Overview Everyone gets angry and in some cases it can be warranted. But do you know how to

manage that anger constructively? Participants will learn about anger and its causes,

the various behaviour types, the importance of developing coping tools and how to

improve their communication skills. By the end of this one-day course you will learn

effective ways to control and manage your anger.

Learning Outcomes

Understand anger and its causes

Dealing with passive, manipulative, assertive, aggressive and passive-

aggressive behaviour types

Develop coping tools

Improve your communication skills

Improve your assertiveness


Defining anger

The costs of anger

The benefits of anger

Buttons and triggers

Precipitating factors

Distorted thinking

Dealing with different behaviour types

Managing reactions

Relaxation techniques and coping mechanisms

Using humour

A model of release

Listening skills and asking questions

Solving problems

Assertiveness skills

Skills practice



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Conflict Resolution







Enquire Now


1300 783 987

[email protected]


EMPLOYEE DISPUTE RESOLUTION




Course Overview Have you ever been in a workplace situation where a supervisor has made a

decision that you didn't agree with? Did you wish that you could ask someone

else what they thought of the decision; whether they would have done the same

thing? The Peer Review process offers employees just that chance, using a

formalised process. In this one-day workshop, you will cover all aspects of the

process, from initiating the process, to choosing a facilitator and panel members,

to having a hearing and making a decision.

Learning Outcomes

What the Peer Review process is

How employees file grievances and how management should respond

How a facilitator and a panel is chosen

What is involved in the hearing process, from preliminary meetings to the

hearing itself, to the decision process

What responsibilities and powers a panel should have

Questioning techniques

Why peer review panels fail and how to avoid those pitfalls


What is the peer review process

Overview of the peer review process: pre-meeting, hearing and the decision

meeting

Initiating the process

Setting up the peer review panel

Questioning techniques

Walkthrough of a sample panel, with customizable case files

Why does the process fail?

How can we ensure the process succeeds?

Skills practice



RESOLVING CONFLICT IN THE WORKPLACE




Course Overview Do you ever feel apprehensive about raising a concern or problem with

people? Do you know how to resolve conflict that has already set in? Can you deal

calmly with difficult people, and manage your own emotions as well as theirs? This

workshop will equip you with powerful, practical strategies for resolving workplace

conflicts and turning challenging situations into a win/win for all.

Learning Outcomes

Understand conflict

Be able to identify the stages of conflict

Use LECSR to resolve conflict

Identify other ways to resolve conflict

Develop personal skills necessary to resolve conflict


Defining conflict

Types of conflict

Benefits of conflict

Costs of conflict

The role of anger in conflict

The five stages of conflict

The LECSR tool

Setting norms and rules

Seven steps to ironing things out

Using mediation and facilitation

Confrontational facilitation

Managing differences collaboratively

Asking questions, listening effectively and non verbal cues

Problem solving tools

Managing anger and stress

Stress management through positive self-talk

Skills practice



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Client Service & Sales


Critical Elements of Client Service

Client Service Excellence

Professional Telephone Skills

Handling Difficult Calls

Essential Selling Skills

Overcoming Sales Objections

Professional Sales Presentations

Enquire Now


1300 783 987

[email protected]


BUILDING SUCCESSFUL SALES RELATIONSHIPS




Course Overview In this workshop, you will discover that the business of all sales professionals is

making friends and building relationships. Strategic friendships will make or break

any business, no matter how big and no matter what kind of market.

Learning Outcomes

Learn the secrets to being a friend in sales

Identify strategies for building strategic sales relationships

How to communicate more effectively

How to network

Enjoy more sales success


How to build trust and get people to like you

What influences people in forming relationships

Building client relationships

Self-disclosure

How to win friends and influence people

Communication skills for relationship selling

Sending the right non-verbal messages

Managing the mingling

Networking effectively

Developing an effective handshake

Business card do's and don’ts

Tips on remembering names

Skills practice


Suitable for all levels of sales staff

CRITICAL ELEMENTS OF CLIENT SERVICE




Course Overview Have you ever encountered an unpleasant client and not known what to do? Do

you worry that you're not assertive enough with demanding people? Do you

struggle to solve problems? Do you know who your clients are? Do you have

individual and organisational goals to strive for? This workshop will help you in all

of these areas, and more!

Learning Outcomes

Recognise how one's attitude and behaviour affects service standards

Learn some ways to make client service a team approach

Strategies to build a genuine relationship and goodwill with clients

Client service mistakes and how to avoid them

Master ways to develop a positive client focused attitude

Develop needs analysis techniques to better address client needs

Strategies for service excellence over the phone

Develop more confidence and skill as a problem-solver

Communicate more assertively and effectively

Master techniques for dealing with difficult clients

Practical application of key strategies throughout the day


Who are our clients?

Qualities of effective client service

Service PRIDE

Setting SMART goals

Meeting expectations

5 Steps to effective client service

What does effective communication look like?

Barriers to effective communication

Minimum standards on the telephone

Managing the talkative caller

Fundamentals of email communication

Problem solving techniques for dealing with difficult clients

Managing stressful situations

Skills practice



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Enquire Now


1300 783 987

[email protected]


\

CLIENT SERVICE EXCELLENCE




Course Overview

This two day workshop will give you the crucial skills required to deliver world

class service and grow existing client relationships. It applies to both frontline,

internal support centre and contact centre environments and is designed

equally for staff with little experience or those requiring refresher client service

training. The course is similar to the Critical Elements of Client Service course

with the added benefit of DISC assessment for each participant on Day 2.

Learning Outcomes

Recognise how one's attitude and behaviour affects service standards

Learn some ways to make client service a team approach

Strategies to build a genuine relationship and goodwill with clients

Client service mistakes and how to avoid them

Master ways to develop a positive client focused attitude

Develop needs analysis techniques to better address client needs

Strategies for service excellence over the phone

Develop more confidence and skill as a problem-solver

Communicate more assertively and effectively

Master techniques for dealing with difficult clients

Practical application of key strategies throughout the day


Who are our clients/clients?

Qualities of effective client service

Service PRIDE, meeting expectations

5 Steps to effective client service

What does effective communication look like?

Barriers to effective communication

Minimum standards on the telephone

Managing the talkative caller

Problem solving techniques for dealing with difficult clients

Behavioural tendencies and how we react to others


Using DISC in client service

Skills practice



PROFESSIONAL TELEPHONE SKILLS




Course Overview

This course will provide you with the skills you need to handle phone calls

professionally every time. You will also learn strategies for effective listening,

questioning, dealing with difficult callers , the power of your voice, giving bad news

and how to prepare better for different types of phone calls.

Learning Outcomes

Use voice, tone and the use of language for maximum effect

Principles of non-verbal communication and etiquette on the phone

Keys to effective listening – Active Listening

How to structure and control a call

Understanding client needs and directing calls

Open and close calls clearly and professionally

How to personalise your communication to each individual call

Dealing with difficult and challenging callers


Who are your clients?

Effective telephone techniques

Tone, language and a positive attitude

Using your voice effectively

Effective questioning

Verbal vs. visual

Keys to effective listening (Active Listening Skills)

Being assertive when needed

Dealing with complaints and responding to difficult people

Good communication skills

Managing your time and pre-call planning

Skills practice



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Enquire Now


1300 783 987

[email protected]


HANDLING DIFFICULT CALLS




Course Overview

In this full day workshop participants will be provided with the skills required to

handle difficult phone calls effectively and professionally. Participants will learn

how to diffuse and influence an angry or unreasonable client and negotiate a

satisfactory outcome via practical examples, videos and role plays. The practical

techniques presented can be implemented within any industry.

Learning Outcomes

Understanding the client’s problem

What is the LAST model and how to use it effectively

The impact of voice, tone and language

How to allow a client to vent their frustration

Using the PACK model

How to be more assertive and negotiate effectively

Active listening and questioning skills

Controlling your emotions and stress relief tips

How to present solutions in a positive way

Give clients choice and focus on what you can do


How to structure and control a call

Remain objective during the call

Deliver bad news confidently

Questioning techniques and keys to effective listening

Use empathy appropriately

Dealing with complaints and responding to difficult people

Being assertive when needed

Confidently manage difficult situations

Avoid using deflating words, blaming or justifying

Use the LASER model to maintain focus and composure

End the call on a positive note and following through

Stress management strategies

Skills practice



ESSENTIAL SELLING SKILLS




Course Overview

It's no secret that selling has changed in recent years. We are all working harder,

with more responsibilities. High pressure selling is no longer effective. Clients want

involvement. They want to be recognised and listened to.

Two key objectives of this workshop are to help you feel more comfortable and

skilled in selling to your clients and to help you identify and address some of their

challenges.

Learning Outcomes

Helping other people get what they want gives us more of what we want

Use goal-setting techniques as a way to focus on what you want to accomplish

and develop strategies for getting there

Recognise the difference between features and benefits and services

Identify and be able to better present the competitive strengths of your products

or services

Be proactive in handling objections and asking for the business

Use different types of selling for different situations

Identify ways to find new clients and network effectively


What is selling?

Features and benefits

Setting SMART goals

Time management tips

Client service

Types of selling

Ten major mistakes

Handling objections

Finding new clients

Selling price

Skills practice



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Enquire Now


1300 783 987

[email protected]


OVERCOMING SALES OBJECTIONS




Course Overview

If you are like most sales professionals, you are always looking for ways to

overcome client objections and close the sale. This one day workshop will help

you plan, prepare, and execute proposals and presentations that address client

concerns, reduce the number of objections you encounter, and improve your

batting average at closing the sale.

Learning Outcomes

Identify the steps you can take to build your credibility

Identify the objections that you encounter most frequently

Develop responses when prospective buyers throw you a curve

Learn ways to disarm objections so the sale is back on track

Learn how to recognise when a prospect is ready to buy

Discuss how working with your sales team can help you succeed


Building credibility

Your competition

Critical communication skills

Observation skills

Handling client complaints

Overcoming objections

Handling objections (specific response strategies)

Pricing issues

How can teamwork help me?

Buying signals

Closing the sale

Skills practice



PROFESSIONAL SALES PRESENTATIONS




Course Overview

A great sales presentation does not demand you have all the bells and whistles to

impress the client with your technical skills. Rather, try impressing your clients with

your knowledge of the products and services you sell and your understanding of

their problems and the solutions they need. This one-day workshop will focus on

your formal written proposal and in-person presentation.

Learning Outcomes

Identify the key elements of a quality proposal

Know how to write a winning proposal

Perfect your first impression, including your dress and your handshake

Feel more comfortable and professional in face-to-face presentations


Elements of a successful presentation

Getting your thoughts in order

Preparing and gathering information

Writing your proposal

Leave the pricing in the proposal

Getting ready for your presentation

Using appropriate media

The handshake

Dressing appropriately

80/20 rule: focus mostly on the client

Showcase value

Leverage the power of case studies and stories

Dealing with questions

Use a call to action

Skills practice



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HR Essentials

Using Activities to Make Training Fun

Develop an Effective Induction Program

Diversity in the Workplace

Effective Presentation Skills

Recruitment and Selection

Managing Change in the Workplace


Advanced Facilitation Skills

Security Awareness at Work

Enquire Now


1300 783 987

[email protected]


USING ACTIVITIES TO MAKE TRAINING FUN




Course Overview

This one-day workshop will help you to understand how training can include the

use of humour and games, how to use different types of games and how to

identify methods to elicit participant buy-in. We will touch upon Adult Learning

Principles in relation to activities and games and you will also be shown strategies

for trouble shooting when games go badly. You will spend part of the afternoon

developing your own games for various topics.

Learning Outcomes

Understand how training can include the use of humor and games

Explore different types of games

Identify methods to elicit participant buy-in

Understand humor principles in adult learning

Troubleshoot when games go badly

Develop your own games


The learning cycle and adult learning principles.

Let’s have some fun - the value of games

Examples of good and bad activities

Choosing the right game or activity

Dealing with reluctant participants

Participant engagement and buy-in

What to do when games go badly

How to anticipate, avoid and deal with problems

Using humour - CREATIF

Quick and easy games

Create a fun activity/game

Skills practice


Suitable for Trainers and HR Professionals

DEVELOP AN EFFECTIVE INDUCTION PROGRAM




Course Overview

Companies spend considerable money recruiting, interviewing employees, so it

makes sense to go one step further and make the new employee feel welcome.

This course focuses on how to develop and implement an effective induction

program that meets the needs of your organisation and the new employee.

Learning Outcomes

Understand how important an induction program is to an organisation

Identify the role of the HR department in the induction program

The commitment curve how it affects new employees and their managers

Know what companies can do to deliver their promise to new employees

Determine the critical elements of effective employee training

The importance of having an employee handbook


What are the requirements of the organisation

What does the new employee need to know

Building employee commitment

Fast-track induction

Designing a successful induction program

The commitment curve

Adult learning principles and how to apply them

The eight induction habits of world-class employers

Learning styles inventory

Creating an employee manual

An induction checklist

Skills practice


Suitable for Managers, Supervisors, Team Leaders and HR

Professionals

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HR Essentials










Enquire Now


1300 783 987

[email protected]


DIVERSITY IN THE WORKPLACE




Course Overview

The 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. In order for your workplace to

succeed, your employees must be able to appreciate and celebrate those

differences.

Learning Outcomes

Become familiar with the four cornerstones of diversity

How the world around you affects your view

How to identify your stereotypes

Using appropriate and correct language

What terms are politically correct and which are not and why

What the pitfalls are relating to diversity and how to avoid them

Develop a technique for dealing with inappropriate behaviour

Develop a management style to encourage diversity

Know what to do if you or one of your employees feels discriminated against


What id diversity

How has diversity changed your world?

Understanding and identifying stereotypes

Using politically correct language

The four cornerstones of diversity

Tips for communicating in a diverse workplace

The STOP technique

How to encourage diversity

Dealing with discrimination

Preventing discrimination

Managing for diversity

Building teamwork

Resolving conflict

Skills practice



Professionals

EFFECTIVE PRESENTATION SKILLS




Course Overview

A great presenter has two unique qualities: appropriate skills and personal

confidence. In this workshop you will learn how to structure your ideas for maximum

impact, how to beat nerves and how to present your ideas in any situation. This

program is ideal for anyone who requires immediate improvement in their

presentation skills and confidence.

Learning Outcomes

Identify ways to gain rapport with your audience

Learn techniques to reduce nervousness and fear

Recognise how visual aids can create impact and attention

Adjust the presentation to suit different learning styles

Understand how audiences remember information

Deliver powerful introductions

How to improve your delivery style

Structure a presentation effectively

Control the voice and breathing

Engage the audience with storytelling

Effectively wrapping up


Overcoming fear

Body language

Sticky situations

Limiting your information

Adding punch to your presentation

Powerful introductions

Learning differences and the learning/recall curve

Designing and using visual aids

Using questions for interaction

Personalising, storytelling and ad libbing

Using emotional triggers

Feedback mechanisms

Prepare, practice and present a short presentation



Professionals or staff who are required to present

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HR Essentials










Enquire Now


1300 783 987

[email protected]


RECRUITMENT AND SELECTION




Course Overview

This workshop will focus on pre-interview preparation; developing questions and

their value; the interview techniques that work best and the strategies that follow

through on this process. We will discuss the importance of effective

communication, especially when dealing with difficult applicants.

Participants will also learn which social media tools can enhance the recruitment

and selection process.

Learning Outcomes

The basics of recruitment and selection

Develop a fair and consistent interviewing process

Prepare better job ads using a variety of tools

Be able to develop a job description and person specification

The differences between, traditional, behavioural, achievement oriented,

holistic and situational interviewing

Enhance communication skills

Effectively interview difficult applicants

Check references more effectively


The cost of hiring errors

Getting the information you need

Advertising guidelines

Developing the interview questions

Resume screening

Which interview technique is best

Developing an effective interview format

Interviewing techniques (effective questioning and listening)

Ethical and legal issues

Reference checking

Skills practice



Professionals

MANAGING CHANGE IN THE WORKPLACE




Course Overview Managers traditionally have had the task of contributing to the effectiveness of

their organisation while maintaining high morale. Managers who have an

understanding of the dynamics of change are better equipped to analyse the

factors at play in their own particular circumstances, and to adopt practical

strategies to deal with resistance.

This workshop will help you deal with change and will give you strategies to bring

back to your employees.

Learning Outcomes

Accept that there are no normal or abnormal ways of reacting to change

See change as an essential element that is positive

Recognise that adapting to change is all about attitude

Identify the stages of change we go through

See change as an opportunity for self-motivation and innovation

Develop strategies for dealing with and accepting changes in your

organisation


The change process

The human response to change

The pace of change and the pace at which people adopt change

The pyramid response to change

Resisting and welcoming change

The four stages of change

How to increase your resiliency to change

Managing anger and dealing with stress

Skills practice



Professionals

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HR Essentials










Enquire Now


1300 783 987

[email protected]


MANAGING DIFFICULT CONVERSATIONS FOR HR PROFESSIONALS




Course Overview

In this full day workshop you will discover a simple and practical framework that

you can use to manage a difficult conversation. You will learn how to prepare and

plan for a difficult conversation, how to communicate effectively, what to say and

what not to say, how to deal with emotions, such as anger and frustration and

how to manage and the discussion process.

This course is suited for HR Professionals as the case studies and language is HR

centric.

Learning Outcomes

How to recognise and manage difficult or challenging behaviours

Preparing and planning for a difficult conversation

Communicate effectively during a difficult conversation

How to identify and respond to disputes and grievances quickly

How to assertively challenge negative or destructive attitudes

Respond rationally while managing your emotions

Apply active listening skills and use questioning to gain commitment

Tips for developing constructive conversations

Provide structured, clear, concise, constructive and timely feedback


Recognising difficult behaviour

Planning a difficult conversation

Managing a variety of difficult behaviours

Emotional Intelligence and dealing with other people's emotions


We have to talk - the power of words

Active listening and asking good questions

Appropriate tone and body language

Finding common ground

The importance of feedback

Skills practice


Suitable for HR Professionals

ADVANCED FACILITATION SKILLS




Course Overview

Behind every spectacular training session is a lot of preparation and meticulous

attention to detail. Skilled trainers can make programs exciting. This course is

designed to provide new trainers, with the skills and knowledge to plan and present

effective and interactive training sessions. The focus of the delivery is on three

areas - individual facilitation, group facilitation and work-based facilitation.

Learning Outcomes

How to accommodate all four learning styles in the classroom

Key principles of effective communication in a workshop

Use a variety of training techniques to stimulate participation

Develop a plan and prepare for an effective training session

Understand the different levels of evaluation and when to use each

How and when to add fun and humour to your training session

Identify advanced interventions for difficult situations.

Practice the skills needed for a group presentation

Conduct basic training needs analysis


The difference between facilitating and presenting

Understanding the basics of a training needs analysis

Competencies for adult educators

Accommodating learning preferences

Adult learning and planning a workshop

Adjusting your delivery for different learning styles

Physical resources and support equipment

Questioning as a training technique

Planning assessment activities

Dealing with difficult situations

Adding some fun

Kirkpatrick’s levels of evaluation

Assessing and reviewing learning after training is completed

Practice delivering a presentation and providing feedback


Suitable for Trainers and HR Professionals

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HR Essentials










Enquire Now


1300 783 987

[email protected]


SECURITY AWARENESS AT WORK

Duration: half day Delivery: In house



Course Overview

Your people are your greatest security risk. Even the best cybersecurity software

can't stop them from choosing a weak password, clicking a bad link or installing an

app that pries into their address book or calendar. This program arms them with the

skills to become your greatest asset. Delivered over a half day, the program has

been designed for nontechnical users and makes complex information and security

best practices easy for anyone to understand. The program will ensure that

everyone at your organization has an appropriate level of know-how about security

along with an appropriate sense of responsibility.

Learning Outcomes

Enhancing the security of e-mail practices

Stressing the importance of strong passwords

How to decrease the security risks when working offsite

Combating the security risks in relation to social media

How to ensure that the organization's mobile devices are secure & safe

Strategies for the prevention of phishing attacks

Providing instructions on how to report information security incidents

Becoming aware of the organization's security awareness policy

Avoiding adware, spyware, and viruses

Preventing payment fraud


Security vs safety

Protecting confidentiality, integrity and availability of information

Security awareness policy - where to find the information you need

Email based viruses attachments

Computer viruses: common symptoms & warning signs to watch out for

Identifying & combating worms, trojan horse, logic bomb, botnets & zombies

Social engineering - online scams, phishing and pharming

What to do if you suspect an attack

Identifying theft - protecting sensitive information

Preventing payment fraud

Password tips - how to create a good password

Safe and secure user practices - firewalls, anti-virus, anti-spyware

Other hacker tricks to avoid

Practical application via case studies, activities and exercises

Suitable for all levels staff

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Leadership & Teams

Effective Teams

Coaching Skills for Leaders

Delegating Effectively

Developing High Performance Teams

Advanced Skills for Leaders

Leadership Skills for Managers

Managing Multi Generational Teams

Negotiating & Influencing Skills

Problem Solving and Decision Making

Working in a Multigenerational Team

Conducting the Performance Appraisal

Managing Employee Performance


Managing Difficult Conversations

Finance for Non Finance Managers

Enquire Now


1300 783 987

[email protected]


EFFECTIVE TEAMS




Course Overview

Teams have become a principle building block of successful organisations. This

workshop is designed to focus on the characteristics of an effective team player and

the elements of an effective team. You will also identify your primary team player

style, which will help you increase your personal effectiveness in team situations

and help you effectively develop your group into a high performing team.

Learning Outcomes

Defining teams

Building team trust

Team norms and gradients of agreement

The stages of team development (TORI Model)

Develop your skills in listening, asking questions and resolving conflict

Gain useful feedback about your team player style.

Identify ways you will want to change to improve your team player style

Better understand and appreciate differences among team members

Identify those ways your team must improve to be more effective

Developing an action plan for improvements


What is a team

Types of teams

Gradients of agreement and establishing team norms

Team action plans

Building team trust

The stages of team development

The principles of effective communication

Giving and receiving feedback

Dealing with difficult situations and conflict

PTPS team player style survey

The strengths of each style

The challenges for each style

Becoming a great team player

Skills practice



COACHING SKILLS FOR LEADERS




Course Overview

Being able to coach your staff is an important skill for any leader. Coaching is based

on a partnership that involves giving both support and challenging opportunities to

employees. Knowing how and when to coach is an essential skill that can benefit

both you and your organisation.

This workshop will help you become a better coach in all senses of the word.

Learning Outcomes

Understand how coaching can be used to develop your team

Develop the coaching skills that help improve individual performance

Demonstrate the behaviours and practices of an effective coach

Recognise employees' strengths and give them the feedback they need to

succeed

Identify employee problems and ways you can help to correct them


Defining coaching

The two schools of coaches

Five critical coaching skills

Communications skills

Non-verbal communication

Johari Windows

Learning styles and principles

Methods of feedback

Benefits/consequences approach

Dealing with problem employees

When not to coach

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


DELEGATING EFFECTIVELY




Course Overview

Effective delegation is one of the most valuable skills you can master but is also

often one of the hardest skills for a manager to learn. This one-day workshop will

explore many of the facets of delegation, including when to delegate and who to

delegate to. We will also go through the delegation process step by step to see

where the pitfalls lie and what we can do about getting around them.

Learning Outcomes

Identify how delegation fits into your role and how it can make you more

successful

Identify different ways of delegating tasks

Use an eight-step process for effective delegation

Give better instructions for better delegation results

Ask better questions and listen more effectively

Recognise common delegation pitfalls and how to avoid them

Test your delegation skills


Why delegate?

The characteristics of a good delegator

The four steps of delegation

Choosing the right person for the task

The delegation meeting

Levels of authority

Giving instructions

Communicating effectively

Monitoring delegation

Giving feedback

Skills practice



DEVELOPING HIGH PERFORMANCE TEAMS




Course Overview

Your success as a leader can often depend on how well your team operates.

How are their problem-solving skills? Are they enthusiastic and motivated to do

their best? Do they work well together? If you want to develop your team

leadership skills and unleash the talent of your individual team members, this two

day workshop is a practical look at current leadership practices that work.

Learning Outcomes

Identify different types of teams

Defining and developing a high performance team

Build teamwork by tapping into the 12 characteristics of an effective team

Defining and linking team and organisational goals

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

Understand how action planning and analysis tools can help your team

perform better


Team purpose, roles and responsibilities

Belbin's team roles

Team-shaping factors

The stages of team development

The trust / relationship model (team cohesion, trust, accountability)

The importance of communicating openly

Supporting your team in meeting expected outcomes

Increasing team productivity

Techniques for dealing with conflict and solving team issues

Making sound decisions

Dealing with difficult people

Coaching and providing feedback

DISC profiling

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


ADVANCED SKILLS FOR LEADERS




Course Overview

This two day workshop is a tool for your leadership development. It is designed to

help you create and accomplish your personal best and to help you lead others to

get extraordinary things done. Over the two days, you will identify your leadership

style and explore how you can use this knowledge to develop your strengths, how

to use Emotional Intelligence to enhance your leadership skills and how to create

a strategy to actively use these skills back in the workplace.

Learning Outcomes

Identify your leadership profile and explore how you can use this knowledge to

create your own future

Leadership competencies how you can develop your strengths

Identify those additional skills and tools that can make you a better leader

Develop your ability to influence and communicate with others

Become a better problem-solver and decision-maker

Discover how you can prepare for and embrace the forces of change

Create a strategy to actively use these skills back in the workplace


Leadership profile and competencies

How do your values align with the company’s values

SWOT analysis

The situational leadership model

Directional and consequential thinking

The commitment curve and building trust

Problem-solving techniques

Building resilience in difficult situations

Johari Windows and the self awareness model

Using Emotional Intelligence to enhance your leadership skills

Strategies for influencing others through improved communication

Skills practice



LEADERSHIP SKILLS FOR MANAGERS




Course Overview

Managers and supervisors represent an important force in the economy. You have the power to turn on or turn off the productivity of the people you lead. At its core, leadership means setting goals, lighting a path, and persuading others to follow. In this course you will learn how to lead, manage and engage your team to greater productivity. Learning Outcomes

Learn ways to prioritise, plan, and manage your time

Identify your primary leadership style and tips for maximising that style

Develop more flexibility to use other leadership styles

Search for ways to overcome communication barriers

Determine ways you can meet the needs of employees and co-workers

through communication and coaching

Explore ways to productively debate and to make conflict a well-rounded

solution to problems


Managing your time and energy

What makes a good leader?

Determining your leadership style

Communication as a leadership tool

Coaching strategies

The commitment curve

Influencing skills - Johari Windows

Employee development models

Dealing with conflict and difficult issues

Negotiating for a win-win solution

Assertiveness techniques

Designing a plan of action for your team

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


a

MANAGING MULTI GENERATIONAL TEAMS




Course Overview

This workshop examines the history and reality of the generation gap within the

modern workforce. Understanding others helps us to understand ourselves and to

manage the people that we work with. Participants will explore problems and be

shown effective solutions and strategies to help overcome issues of the

generation gap.

Learning Outcomes

Explore the differences and similarities between the generations

Develop our understanding of where the generation gap issues surface

Understand and apply language that is specific to each generation currently in

the workplace

Explore strategies that overcome gap issues

Evaluate the need and effectiveness of recruiting, retention, and succession

plans in context of the generation gap


History in brief

Boomers, Xers, and Y’s

The next generation

Generalisations & stereotypes

Reasons for generational conflict


Managing generational differences

Managing team dynamics


Strategies for communicating effectively

Using language to overcome conflict

Techniques for dealing with conflict

Adopting an open mind

The value of planning

Developing targeted retention strategies

Skills practice



NEGOTIATING & INFLUENCING SKILLS




Course Overview

Negotiation and influencing are key skills that when mastered, can provide better

results from communication. People who have these skills build strong

relationships, exert greater influence and project a positive image of themselves.

This course will teach participants how to prepare to negotiate, strategies for

influencing successfully, ways to respond to challenges and how to create win-

win solutions. Participants will take part in a series of practical and interactive

activities which will enable them to approach all negotiation situations with

confidence.

Learning Outcomes

How to influence/encourage people to change their behaviour willingly

Prepare for negotiation by following a step-by-step approach

Various negotiation styles and their advantages/ disadvantages

Develop strategies for dealing with tough or unfair tactics

Gain skills in developing alternatives and recognizing options

Practice the "how to" of these skills in a supportive environment environment


Preparing for a negotiation

Developing a negotiation and influencing checklist

Getting off to a good start – making the right impression

Strategies for active listening, questioning and body language

The bargaining stage

Inventing options for mutual gain

Getting past no and getting to yes

Dealing with negative emotions and challenges

Maintaining emotional distance

Moving from bargaining to the closing stage

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


PROBLEM SOLVING AND DECISION MAKING




Course Overview

Why is it that some people find it easy to solve tough problems with simple

solutions while others find this feat nearly impossible? Solving tough problems

requires the ability to define the true problem, analyse the possible causes, create

options, select the most feasible option, and then implement it. This workshop

will help participants enhance their efforts to find sustainable solutions and learn

new ways to approach problem-solving to reach win-win decisions.

Learning Outcomes

Practical problem solving steps and problem solving tools

Identify the causes of the problem and finding the right solutions

Improve your problem solving and decision making skills through identifying

your own problem solving style

Identify ways to think creatively and work towards creative solutions

Recognise the top ten rules of good decision-making


What is problem solving?

Problem solving styles

The problem solving model

6 ways to approach a decision

The problem solving toolkit

The six thinking hats

Thinking outside the box

Making decisions in crisis situations

Decision making case studies

Skills practice



WORKING IN A MULTI GENERATIONAL TEAM




Course Overview

This workshop examines the history and reality of the generation gap within the

modern workforce. Understanding others helps us to understand ourselves and to

manage the people that we work with. Participants will explore problems and be

shown effective solutions and strategies to help overcome issues of the generation

gap.

Learning Outcomes

Explore the differences and similarities between the generations

Develop our understanding of where the generation gap issues surface

Understand and apply language that is specific to each generation

Explore strategies that overcome gap issues

Asking good questions and listening effectively

Dealing with conflict


History in brief

Boomers, Xers, and Y’s

The next generation

Generalisations & stereotypes

Reasons for generational conflict


Dealing with generational differences


Strategies for communicating effectively

Using language to overcome conflict

Techniques for dealing with conflict

Adopting an open mind

The value of planning

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


CONDUCTING THE PERFORMANCE APPRAISAL




Course Overview

Performance appraisals are an essential component of employee development.

Setting goals and objectives will give managers and their staff a unified focus and

targets to aim for. This 2 day course will cover the fundamentals of conducting an

effective performance appraisal. You will learn how to prepare for the

performance appraisal, conduct the appraisal meeting and monitor and follow up

on performance.

Learning Outcomes

Planning, preparing & structuring the performance appraisal

Develop your feedback skills to motivate staff

Recognise the importance of having a performance appraisal process

How to work with employees to set performance standards & goals

Develop skills in observing and giving feedback, listening and asking

questions, for improved performance

Employee preparation for the appraisal - set the right expectations

Identify an effective interview process and have the opportunity to practice

the process in a supportive atmosphere

Develop strategies for managing employee performance


The importance of performance appraisals

How to avoid stereotyping and common pitfalls

Phase I (Preparation), Phase II (Activation), Phase III (Evaluation)

Developing standards/goals and creating individual development plans

Techniques for conducting the appraisal

Practice conducting the appraisal

Documenting, monitoring and managing performance

Performance feedback and coaching

The appraisal as a two-way process

Managing conflict and unpleasant situations

Accepting criticism

Skills practice



MANAGING EMPLOYEE PERFORMANCE




Course Overview

How do you create a motivating environment that encourages people to go beyond

their best? This one-day workshop examines the concepts, principles and systems

associated with managing employee performance in the workplace. The course will

help participants to build the competence and confidence when dealing with

challenging behaviour and performance related issues while getting the best from

those who are performing well.

Learning Outcomes

Performance Management fundamentals

The three phases of performance management

The link between the manager’s behaviour and performance

Creating a high performance culture through empowerment, evaluation,

rewards and feedback

Preparing employees for peak performance, activating their inner motivation,

and evaluating their skills

Conduct effective performance conversations and give feedback

Apply relevant processes in managing poor performance

Documenting performance issues and creating a plan


The Shared management model

Setting performance goals and meaningful expectations

Is your behaviour holding your people back?

Kolb's Learning Cycle

Evaluating and identifying performance / issues

Effective feedback techniques

Practice giving/receiving feedback

Establishing causes of performance issues and techniques for resolution

Motivational tools, techniques and coaching methods

Phase I (Preparation), Phase II (Activation), Phase III (Evaluation)

Performance journals and plans

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


MANAGEMENT SKILLS FOR THE NEW MANAGER




Course Overview

In today's changing workplace, many new managers are unsure of their roles and

responsibilities. They have little experience dealing with the challenges of

managing work through others. They haven't had the opportunity to develop those

critical skills of planning work, leading their group, and communicating with their

employees, their colleagues, and their superiors. This two day workshop will help

new managers develop these skills.

Learning Outcomes

Understand the scope and nature of the manager's position

Learn some ways to deal with the challenges of the role

recognise the responsibilities you have as a manager, to yourself, to your

team, and to your organisation

Identify key techniques to help you plan and prioritise effectively

Acquire a basic understanding of and develop strategies for leadership, team

building, communication, and motivation


Adjusting to your role

A manager’s responsibilities

Strategies for staying disciplined

Making plans & setting goals

The Situational Leadership model

The reciprocal quality of relationships

Synergy and building trust

The basics of team development

Managing your team

Effective communication skills

Giving instructions - the right way

Tips for being assertive

Motivating and providing feedback

Effective delegation

Dealing with problem employees

Skills practice


Suitable for new Managers, Supervisors and Team Leaders

MANAGING DIFFICULT CONVERSATIONS




Course Overview

In this full day workshop you will discover a simple and practical framework that you

can use to manage a difficult conversation. You will learn how to prepare and plan

for a difficult conversation, how to communicate effectively, what to say and what

not to say, how to deal with emotions, such as anger and frustration and how to

manage and the discussion process.

Learning Outcomes

How to recognise and manage difficult or challenging behaviours

Preparing and planning for a difficult conversation

Communicate effectively during a difficult conversation

How to identify and respond to disputes and grievances quickly

How to assertively challenge negative or destructive attitudes

Respond rationally while managing your emotions

Apply active listening skills and use questioning to gain commitment

Tips for developing constructive conversations

Provide structured, clear, concise, constructive and timely feedback


Recognising difficult behaviour

Planning a difficult conversation

Managing a variety of difficult behaviours

Emotional Intelligence and dealing with other people's emotions


We have to talk - the power of words

Active listening and asking good questions

Appropriate tone and body language


The importance of feedback

Skills practice



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Leadership & Teams

Effective Teams















Enquire Now


1300 783 987

[email protected]


FINANCE FOR NON FINANCE MANAGERS




Course Overview

This course provides an introduction to the concepts underlying external financial

accounting and internal management accounting for non financial managers. We

will cover preparing, interpreting and analysing financial statements, budgeting,

costing and key performance indicators and explain accrual accounting.

Learning Outcomes

Understanding profit and loss statements and the balance sheet

How to use pricing and costing to make effective financial decisions

The importance of enhancing assets and reducing liabilities for greater value

generation

Learning the different types of performance ratios

Ways to increase your capital investment and return on investment

Preparing financial plans


Finance fundamentals

Financial value drivers

Understanding financial statements

Creating financial statements

The accounting equation

How transactions impact the balance sheet

The accounting cycle

Financial planning and budgeting

Developing targets

Controllable and uncontrollable costs

Expense and operating budgeting

Capital budgeting

Interpreting financial information

Ratio analysis in decision making

Skills practice: preparing a financial report



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Emotional Intelligence

Completely Organised at Work

The Professional Executive Assistant


Complete Time Management

Working Efficiently in a Team

Solving Ethical Dilemmas

Cultural Awareness Skills

Effective Minute Taking

Making Meetings Work

Managing Your Time With Outlook

Enquire Now


1300 783 987

[email protected]


EMOTIONAL INTELLIGENCE




Course Overview

Emotional intelligence, also called EQ, is the ability to be aware of and to manage

emotions and relationships. It's a pivotal factor in personal and professional

success. When we look at the truly extraordinary people who inspire and make a

difference you will see that they do this by connecting with people at a personal

and emotional level. What differentiated them was not their IQ but their EQ –

their emotional intelligence. This one-day course will give you the EQ edge.

Learning Outcomes

Understand what emotional intelligence means

Recognise how our emotional health and physical health are related

Learn techniques to understand, use, and appreciate the role of emotional

intelligence in the workplace

Understand the different emotions and how to manage them

Create a personal vision statement

Understand the difference between optimism and pessimism

Validate emotions in others


History of emotional intelligence

Definition of emotional intelligence

The value of optimism

Validating emotions in others


Using LESR to resolve conflict

How to enhance and develop each component to your full potential

Managing your emotional reactions to difficult situations

Using your EI to enhance your leadership skills

Values, principles, strengths, and talents

Your personal vision

Skills practice: preparing a financial report



COMPLETELY ORGANISED AT WORK




Course Overview

Do your people struggle with the volumes of emails, interruptions and unfinished

projects which lead to unproductive days? This course will show participants how

to increase their workplace productivity by implementing efficient workflow

systems, making the most of their work space, managing their time and by

working in an organised manner with their colleagues.

Learning Outcomes

Creating an efficient and systemised document workflow system

Using existing tools to manage your email, tasks and calendar

Establishing a productive and less cluttered workplace

How effective communication can keep you organised

Planning and setting realistic goals using SMART

Dealing with competing priorities

Practical techniques for interruptions and procrastination

Managing work related stress

Working with disorganised people

Maintaining the new systems in the long term


The power of change

Understanding yourself

Your physical workspace and your productivity

Organising your workspace

Managing your inbox

Using your calendar to it’s full advantage

Organising your documents/files

Managing your workload

Planning and setting goals

Managing competing priorities

Recognising what’s urgent or important

Multitasking, to do’s and delegating

The four D’s and STING

Stress and your efficiency

Skills practice


Suitable for all levels of staff.

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1300 783 987

[email protected]


THE PROFESSIONAL EXECUTIVE ASSISTANT




Course Overview

The role of the Executive Assistant is constantly expanding, bringing with it higher

demands and expectations to fit more tasks into each day. This 1 day workshop

provides practical tools and techniques to enhance your EA/PA skills. It will help

you to improve your communications skills, develop your personal management

skills and give you simple tips for managing up. The course is very practical and

you will spend part of the day practicing and role playing the techniques

presented.

Learning Outcomes

Self manage to become more efficient

Be proactive and get the job done

The importance of managing time and being organised

Working to multiple/ tight deadlines

Managing conflicting priorities and delegating

Working with your manager (s) to achieve outcomes

Practical techniques for dealing with change

Communication skills: verbal, non verbal and assertiveness

The 5 rules of managing up

Managing conflict and dealing with difficult people

Tips for a achieving a work/life balance


Staying organised when others aren't!

Managing your time, your workload and getting things done

Dealing interruptions and distractions

Setting and implementing realistic goals

Conflicting priorities - urgent vs important

Techniques for multiple/tight deadlines

Assertiveness techniques and saying NO!

Communicating effectively in all situations

Working effectively with your manager(s) and managing up

Dealing with change & ambiguity & difficult people

De- stress options and work/life balance tips

Skills practice


Suitable for EA’s PA’s & Administrative Support Staff

ADVANCED SKILLS FOR THE EXECUTIVE ASSISTANT




Course Overview

This two day workshop is designed for Executive Assistants who wish to increase

their effectiveness in managing themselves and others. Participants will learn

how to manage and influence others, enhance their strategic contribution and

improve the ease with which they perform their complex responsibilities. The

focus is on the development of advanced strategic and management skills which

will assist their support of their Executive. Participants will also learn how to

leverage their network, how to use persuasive communication and how to

manage conflict effectively.

Learning Outcomes

Understand the skills and attributes of a top performing EA

Explore how to support the work of others while maintaining personal

engagement and satisfaction

Compare different work and learning styles and learn how to skilfully negotiate

diversity in senior management teams

Analyse organisational information flows and information inhibitors

Develop your influencing skills

Clarify career goals and develop a career progression and networking plan


Working collaboratively for an executive manager or managers

How to manage up successfully

Self management, staying organised and keeping others on track

Negotiating different work styles to produce organisational outcomes

Developing project management skills and capability

Advanced communication skills: active listening and questioning.

Leadership, assertiveness and influencing skills


Emotional Intelligence for the Executive Assistant


Taking you career to the next level

Skills practice


Suitable for Senior Executive Assistants

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1300 783 987

[email protected]


COMPLETE TIME MANAGEMENT




Course Overview

This course will show you how to effectively make the best use of your time so

you are able to meet your work goals. You will also learn how to meet project

deadlines, manage multiple priorities and how to plan and set realistic goals. The

practical strategies presented can be applied immediately.

Learning Outcomes

How personality affects how we deal with time

Tips for being effective not just busy

Using existing tools to manage your email, tasks and calendar

How to plan and set realistic goals

How to schedule and deal with competing priorities effectively

Recognizing and managing what's urgent and what’s important

Techniques for reducing interruptions & combating procrastination

How to work with disorganised colleagues and stay efficient

Strategies on communicating assertively with your colleagues

Managing stress


Using your time wisely

The importance of being organised

The truth about multitasking

Pareto principle: 80/20 rule

Diaries, calendars and notebooks

Effective follow up systems

Managing your competing tasks and priorities

Urgent vs important tasks

SMART goal setting

Stress and productivity

Dealing with procrastination and interruptions

Assertive communication

Strategies delegating effectively

Strategies for effective meetings

Skills practice



WORKING EFFICIENTLY IN A TEAM




Course Overview

This course will show you how to work more efficiently in a team and how to

maximise your productivity to achieve great team results. It will also teach you

how to stay organised, how to communicate more effectively and how to deal with

conflict. The practical tips presented can be applied immediately.

Learning Outcomes

Team systems, procedures and methods of document control

Planning, team goals and outcomes

Delegating effectively to achieve goals

Group dynamics and effective communication skills

How to stay organised even if others are not

Listening skills and monitoring team effectiveness

Develop strategies for giving and receiving feedback

Understand conflict and strategies for negotiation


The importance of being organised

Systems and procedures

Sharing tasks and calendars

Tips on running effective meetings

Planning, team goals and outcomes

Delegating effectively to achieve goals


Working with disorganised team members

Roles and responsibilities within the team

Holding team members accountable

Listening skills and monitoring team effectiveness

Strategies for giving and receiving feedback


Managing stress

Skills practice



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Enquire Now


1300 783 987

[email protected]


SOLVING ETHICAL DILEMMAS




Course Overview

What exactly makes a decision ethical? The problem with ethics is that what may

seem morally right (or ethical) to one person may seem appalling to another. This

workshop will not provide you with an easy way to solve every ethical decision

you will ever have to make. We also look at some tools that you can use when

you're faced with an ethical decision.

Learning Outcomes

Understand the difference between ethics and morals

Understand the value of ethics

Identify some of your values and moral principles

Be familiar with some philosophical approaches to ethical decisions

Identify some ways to improve ethics in your office

Know some ways to avoid ethical dilemmas

Have some tools to help you make better decisions


The definition of ethics and morals

Identification of your values

Kohlberg's six strategies of moral development

Basic philosophical approaches

Core decision-making tools

Tools specific to ethical decision making

22 golden keys to an ethical work environment

Dilemmas with co-workers, managers, clients and company policy

How to avoid dilemmas

Recovering from a mistake

Skills practice



CULTURAL AWARENESS SKILLS




Course Overview

Managed well, a culturally diverse workforce can deliver huge benefits to

businesses through the sharing of their perspective, knowledge and experience,

including: more effective resolutions to business problems, greater creativity,

improved bottom line, greater competitiveness, stronger relationships within

teams. During this course participants will develop an awareness of cultural

diversity and learn how to manage cultural differences effectively.

Learning Outcomes

Developing an awareness and appreciation of cultural diversity

Understand the origins and influences of prejudice and racism

Breaking down cultural barriers by finding common ground

Etiquette, language, colloquialisms, gender interaction and mannerisms

Ability to interact, work, manage and lead effectively

Develop action plans for improving communication

Develop work practices for working in multicultural teams, focusing on shared

accountability for timeframes, deliverables and quality

Managing and resolving conflict


Cultural self-awareness

Prejudice and racism

General differences in practices and attitude between cultures

Etiquette, mannerisms language and religion

Working with culturally different colleagues and clients

Barriers to effective multi-cultural relationships

Developing cultural competence

Cultural values and communication preferences

Bridging cultural gaps with effective communication

Teamwork and accountability

Managing (virtual) meetings

Detecting, resolving & managing conflict

Skills practice



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Enquire Now


1300 783 987

[email protected]


EFFECTIVE MINUTE TAKING




Course Overview

Factual and accurate minute taking is an essential part of any meeting. During

this practical workshop participants will discover how to record, compile and

deliver quality meeting minutes that are accurate, clear and concise. They will

learn how to determine who is responsible for what, what to and what not to

record and how to confidently speak up when things aren’t clear. Participants

will also spend part of the session practising taking the minutes.

Learning Outcomes

Recognise the importance of minute-taking

Identify and record action items during board meetings

Understand and customise meeting agreements

Develop key skills: listening skills, critical thinking and organising skills

Be able to remedy many of the complaints that beset minute takers

Be able to write minutes that are suitable for formal meetings, semi-formal

meetings and action minutes

Write drafts, proofread and organise minutes

Be an efficient minute-taker in any type of meeting


The role of a minute-taker

The skills of a minute-taker

Styles of minutes

What to record and what to omit

Determine who is responsible for what?

Techniques for preparing minutes

Taking minutes in an interactive meeting

Tips for virtual/phone or online meetings

Convert notes into minutes

Revisit your draft minutes

Compose a clear summary and action plans

Skills practice



.

MAKING MEETINGS WORK




Course Overview

Are you and you staff wasting time and energy attending ineffective meetings?

Meetings can be valuable opportunities for achieving outcomes or a huge waste

of time, money and morale. In this highly interactive course participants will

discover what needs to be done before, during, and after a meeting in order for it

to be efficient and effective.

Learning Outcomes

Understand the value of an effective meeting

The critical planning steps that makes meeting time more effective

Strategies for facilitating and controlling meetings

Identify process tools that help create an open forum for discussion

The 7 problem behaviours and how to deal with them

Practice techniques for handling counterproductive behaviour


The basics for effective meetings

The best and worst of meetings

Holding productive meetings

Preparing for meetings

Agendas and setting the place

Tips for virtual meetings

Using the right online meeting tools

Facilitating a meeting effectively

Leading a meeting (process and content)

Controlling a meeting

Dealing with problem behaviours

Follow-up, establishing outcomes and commitment

Skills practice



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Enquire Now


1300 783 987

[email protected]


MANAGING YOUR TIME WITH OUTLOOK




Course Overview

This course is designed to teach participants effective time management and

organising techniques, using MS Outlook 2007, 2010 and 2013. They will learn how

to organise their inbox and emails, manage their tasks and how to make the best

use of their calendar.

Learning Outcomes

The 4 D’s of time management how to apply them using Outlook

Managing your inbox and the 3 step email workflow system

Folders, organising, categorisation and locating emails

Using the task function effectively

Calendar management, including shared calendars

Set up Outlook to help maximise your productivity

How to automate your day-to-day tasks


The Four D’s & STING

Changing notification options

Customising the quick access toolbar

Rules and Alerts to manage your inbox

Using the ‘Organize’ function to sort emails more effectively

Settings tips for sending emails

Methods of finding emails quickly when they need to be retrieved

Scheduling meetings with your colleagues

Viewing your schedule and sharing your calendar

Responding to appointments

Tracking responses to calendar appointment

Manage your inbox and emails

Using tasks as an effective prioritising tool

Effectively sort, view tasks and delegate

How Outlook tasks can work in tandem with your iphone or ipad

Using tasks as a feedback tool to save time and improve processes

Getting rid of the junk

Skills practice



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Resilience & Wellbeing

Resilience in the Workplace


Complete Stress Management

Enquire Now


1300 783 987

[email protected]


4

RESILIENCE IN THE WORKPLACE




Course Overview

Resilient people are happier, healthier, and more productive. This course will

show participants how to be more emotionally resilient, how to deal with setbacks

and challenges in a positive way and how to increase their wellbeing while

decreasing their stress at work. The practical techniques presented can be

applied immediately.

The practical techniques presented can be applied immediately..

Learning Outcomes

Defining resilience - what is it?

How well being and resilience work as one

The link between positive emotions and well-being

Understanding your strengths and weaknesses

Dealing with challenges and negative emotions

How to become more self aware

Increasing positivity, wellbeing and engagement

Recognising the triggers of stress in yourself

Create a personal resilience and wellbeing action plan


Steps to building resilience levels

Develop strategies for increasing positivity and engagement at work

Dealing with challenges and negative emotions

Facing set backs with confidence

The importance of empathy

Strategies for setting goals and managing your workload

Assertive communication skills

Staying motivated - tips for situations that you have no control over

Stress and wellbeing – dealing with stressors

Balancing work and life

Skills practice and key take-aways

Your personal resilience and wellbeing action plan

Suitable for Managers and Project Managers

RESILIENCE IN THE WORKPLACE FOR LEADERS




Course Overview

This course is designed for experienced managers working in project-based

environments. The course is intended for those who understand the conceptual

phase of a project’s life cycle, including setting goals, creating a vision statement,

and creating the Statement of Work. This course will also take you through the

remaining three stages: planning, execution, and termination.

Learning Outcomes

Identify your project's tasks and resources

Order tasks using the Work Breakdown Structure

Schedule tasks effectively

Use basic planning tools such as a Gantt chart, PERT diagram, and network

diagram

Prepare a project budget

Modify the project budget and schedule to meet targets

Identify and manage risks

Develop a change control process

Execute and terminate a project


What really needs to be done?

Scheduling your project

The Work Breakdown Structure and other planning tools

Budgeting

Project risks

Schedule and budget compression

Change control process

Closing out a project

Skills practice



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Resilience & Wellbeing

Resilience in the Workplace


Complete Stress Management

Enquire Now


1300 783 987

[email protected]


4

COMPLETE STRESS MANAGEMENT




Course Overview

Stress seems like an inevitable part of life. The demands of work, home, and

society can place a lot of stress on just about anyone. This one-day workshop

will explore the causes of stress and will help you to identify personal stress

triggers and explore practical ways to manage and prevent stress.

The practical techniques presented can be applied immediately.

Learning Outcomes

Understand that stress is a positive, unavoidable part of everybody's life

Recognise the symptoms that tell you when you have stress overload

Identify those situations in your life that cause you the greatest stress

Identify those actions which add to your stress

Change the situations and actions that can be changed

Deal better with situations and actions that can't be changed

Develop time management and problem solving skills

Be better able to deal with stressful situations


The physical symptoms of stress

What are you stress triggers

The causes and costs of stress

Understanding and managing precipitating factors

Being flexible in the face of change

Dealing with anger and worry

Stress at work and home

Building supportive relationships

Relaxation techniques

Lifestyle factors

Building a solid foundation

Time management tips

Assertive communication

Mental strategies and practical techniques

Skills practice



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Project Management

Advanced Project Management

Intermediate Project Management

Introduction to Project Management


Enquire Now


1300 783 987

[email protected]


4

ADVANCED PROJECT MANAGEMENT




Course Overview

This course is indented for project managers who would like to take their skills to

the next level. The course will focus on advanced project management

techniques which will help you to bring your projects to the next level.

Learning Outcomes

Think critically when choosing a project team

Make the best of an assigned project team

Help teams move through various stages efficiently

Maximise productivity at team meetings

Reward and motivate your team

Develop and execute a communication plan

Communicate with sponsors and executives more effectively

Identify problem team members and strategies for working with them

Sharpen your staff management skills


Choosing the project team


Building a winning team

Team meetings

Nine easy ways to reward your team

Developing a communication plan

Communicating with sponsors and executives

Dealing with problem team members

Skills practice



INTERMEDIATE PROJECT MANAGEMENT




Course Overview

This course is designed for experienced managers working in project-based

environments. The course is intended for those who understand the conceptual

phase of a project’s life cycle, including setting goals, creating a vision statement,

and creating the Statement of Work. This course will also take you through the

remaining three stages: planning, execution, and termination.

Learning Outcomes

Identify your project's tasks and resources

Order tasks using the Work Breakdown Structure

Schedule tasks effectively

Use basic planning tools such as a Gantt chart, PERT diagram, and network

diagram

Prepare a project budget

Modify the project budget and schedule to meet targets

Identify and manage risks

Develop a change control process



What really needs to be done?


The Work Breakdown Structure and other planning tools

Budgeting

Project risks

Schedule and budget compression

Change control process

Closing out a project

Skills practice



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Project Management

Advanced Project Management

Intermediate Project Management

Introduction to Project Management


Enquire Now


1300 783 987

[email protected]


INTRODUCTION TO PROJECT MANAGEMENT




Course Overview

Managing projects successfully is a key skill for success. This one-day course will

introduce basic concepts of management. It will teach you how to manage each

phase of a project: conceptual, planning, execution, and termination.

Learning Outcomes

Understand project management basics

Be familiar with the conceptual phase

Understand the planning phase



Understanding projects/project management

A project's life cycle

The key players

Deciding on a project

Basic project information

Creating a vision and setting goals

Using a target chart and statement of work

The project planning worksheet

Identifying tasks and resources

Identifying risks and constraints

Preparing a schedule

Creating a Gantt chart

Controlling changes

Tracking tools, including status meetings

Skills practice



PROJECT MANAGEMENT FOR EXECUTIVE ASSISTANTS

Duration: 1day Delivery: In house



Course Overview Today, in addition to the regular duties of your busy job, you are often expected to

take on extra projects and to complete these projects well and on time. This

workshop is not intended to take you from an administrative role to that of a Project

Manager. However, this one-day workshop will familiarise you with the most

common terms and the most current thinking about projects.

Learning Outcomes

Understand what is meant by a project and project management

Identify benefits of projects

Identify the phases of a project's life cycle

Enhance your ability to sell ideas and make presentations

Prioritise projects

Begin conceptualising your project, including goals and vision statements

Use a target chart and other planning tools

Complete a Statement of Work


Defining a project and project management

How projects can benefit you and your organisation

Project life cycles

Selling your own project ideas

Role and skills of the Project Manager

Creating a vision

Setting project goals

Project planning worksheets

Tracking tools, including status meetings

Skills practice


Suitable for Executive Assistants

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Get In Touch

For more information

and pricing

call 1300 783 987

[email protected]

