This programme is designed for those who already have an understanding of the process and techniques of
effective business negotiating, but who wish to further practise, extend and evaluate those skills.  The
workshop aims to stretch your existing skills by introducing more complex situations and tough parties to
negotiate with.

The programme is highly practical, with the emphasis on exercises, case studies and role plays, followed by
assessment and evaluation. You will be expected to have either attended the Effective Business Negotiation workshop or obtained and completed the Effective Business Negotiation workbook prior to the workshop.
You will be encouraged to bring with them relevant case studies which can be explored.

This programme is designed to assist staff working in a call centre environment and aims to raise their awareness and provide an understanding of the skills that staff require to better manage customer interactions and interpersonal situations.

This programme will provide you with ways to improve job satisfaction for team members through more productive handling and management of callers.

The programme focuses you on how to sell in the context of a customer enquiry. 

You workshop the specific attitudes that affect sales performance, look at techniques to enable them to close the sale to arrive at a model for handling enquiries with a sales focus.

The techniques required to improve the sales value:  This programme provides the motivation and techniques for you to improve the average sale value or yield through refined skills in cross and up selling. This programme is also based on various learning strategies and includes role-plays, case studies and group participation.

What’s your current attitude to receiving objections?  How do you react?

Objections are (temporary) barriers to moving forward. They need to be overcome or neutralised before you are able to progress. 

To handle objections effectively, the real and underlying motive needs to be dealt with, and what the customer openly states may not be an accurate guide to that real cause.

We look at the following four underlying causes of objections and how to work through them:

1) Positioning (Tactics)
2) Disinterest (No reason to listen).
3) Mistaken (Not true, but considered so).
4) Genuine Deficiency (at least in part).

Objections occur when the flow through the sales cycle gets blocked.

To progress a sale we need to find out just where the “blockage” is occurring and deal with it before moving forward.  Just because a customer says something, it does not necessarily mean that is the point of blockage.

Objections need to be tested for the real cause if they are to be successfully handled.

Participants will identify a multitude of places and occasions to gain access to influential people and initial insights into their key challenges.

They will learn simple and powerful tips and techniques to use before, during and after networking opportunities, to:
•    Transform their confidence and approach to networking events
•    Gain access to the people they wish to connect with
•    Produce meaningful connections with an easy confidence

Successful sales strategies are built on information. It is important for Account Managers to become experts on their accounts and understand how best to manage them to achieve maximum potential.  This programme encourages you to look critically at their accounts. You will determine where your best opportunities are and develop an account management plan to realise these opportunities.

Comprehensive skills and tools for salespeople in the field:  This programme is all about how you can become a true sales professional in the field by expertly guiding your prospects and customers through the buying process.

The attitudes, knowledge and techniques you will learn over these few days will equip you for this.

Developing sales professionals to higher performance levels:  

In this programme, we check the foundations of knowledge of the buying and selling process before going on to build skills in advanced communication, managing and developing major accounts and basic negotiation.

Managing developing and protecting key business relationships.  So you reckon you’re pretty good at selling and negotiation? That’s great! However, these skills are tactical or face-to-face skills which are generally applied as you communicate directly with your client or prospect.

But is it possible that your efforts are blunted because you are not in the right place, talking to the right people at the right time? That’s Strategy!

Strategy is about putting yourself in the place of most potential - about planning the overall approach so that your tactical skills of selling and negotiating are used to the fullest. Strategy is also about building a shield around your major relationships so that you protect your market position and revenue base.

As you learn about the RelationShield concept in this programme, you will become better equipped to build and defend the major business relationships you need to survive today.

How to make the sales and get your margins:  People don’t buy on price alone despite what we hear.  They buy value. We have to learn how to sell on that basis, how to differentiate and if appropriate, how to negotiate. Discounting is the easy option, but it’s also the expensive one. It’s the absolute last resort, not the first one.

This programme is designed for those involved in negotiation. It emphasises the importance of commitment to WIN/WIN and introduces techniques and strategies for achieving this. It also focuses on the particular communication skills required for effective negotiation and it explores ways of achieving satisfactory outcomes. The programme is both instructional and participatory, with the use of exercise, role plays and case studies.

This programme starts with a brain storming session to share insight into the customers’ environment and their “typical” attitude to telemarketing. You will look at how to capture the attention of the customer by learning the key steps necessary to ensure the continuity of the conversation and the purpose of the call - whether this is obtaining appointments or actually selling a product.   We address the skill sets and words necessary to get past the gatekeeper and influence the person being sold to.

There is no doubt that in a world where competition is increasing, the need to build business both with new customers and existing customers is vital. No matter how good a business is, it stands to lose customers through mergers, customers relocating or closing down etc. In this module, we examine the mental attitudes and practical skills involved in prospecting.

Look at how to capture the attention of the customer:  This programme starts with a brain storming session to share insight into the customers’ environment and their “typical” attitude to telemarketing. You will look at how to capture the attention of the customer by learning the key steps necessary to ensure the continuity of the conversation and the purpose of the call - whether this is obtaining appointments or actually selling a product. We address the skill sets and words necessary to get past the gatekeeper and influence the person being sold to.

This programme equips you with the necessary attitudes and skills to maximise retail sales and maintain good customer relations.  This programme also enables you to apply the sales process, including handling objections and why objections were raised.

Adding consultative selling skills to your technical or professional expertise.  In the world of fast moving technology, coupled with increasing competition and a more deregulated environment, the need for professionals, consultants and technical people to sell their services and products into the market has risen sharply. No longer is a high level of  professional or technical knowledge sufficient to succeed.

This programme concentrates specifically on the consultative or “solution selling” concepts and techniques
appropriate to the professional world. It examines the fundamentals of consultative selling and the approach necessary to prove the value of your solutions to your existing and prospective clients.

This module will provide you with ways to improve job satisfaction for team members through more productive handling and management of callers.  The module focuses you on how to sell in the context of a customer enquiry and the specific attitudes that affect sales performance.

The programme focuses you on how to sell in the context of a customer enquiry.  You will workshop the specific attitudes that affect sales performance, look at techniques to enable you to close the sale to arrive at a model for handling enquiries with a sales focus.

This programme provides the motivation and techniques for you to improve the average sale value or yield through refined skills in cross and up selling.  This programme is also based on various learning strategies and includes role-plays, case studies and group participation.

This programme starts with a brain storming session to share insight into the customers’ environment and their “typical” attitude to telemarketing.  You will look at how to capture the attention of the customer by learning the key steps necessary to ensure the continuity of the conversation and the purpose of the call - whether this is obtaining appointments or actually selling a product. We address the skill sets and words necessary to get past the gatekeeper and influence the person being sold to.

Capture the attention of the customer:  Look at how to capture the attention of the customer by learning the key steps necessary to ensure the continuity of the conversation and the purpose of the call - whether this is obtaining appointments or actually selling a product.  We address the skill sets and words necessary to get past the gatekeeper and influence the person being sold to.

Selling fundamentals for new and internal salespeople.  If you have just started in “sales” you have taken a step which opens up for you a host of opportunities for your future as well as your present career.  Whether you deal with customers by telephone or perhaps you have just started in a territory, helping other people solve their problems or grasp opportunities by providing them with products and services is very satisfying.

In the process, you will grow in knowledge and skills and you will form relationships which could remain for years to come. However, to succeed in selling you need the right attitude, knowledge and skills. In this programme, it is our aim to focus on all these areas so that you can achieve success in this role. By building on those factors in the future, your prospects will be bright indeed.

Everyone needs to lead themselves and others in the current work environment. The challenge is for each person to take personal responsibility for their own actions and to lead others by example. The ability to influence others comes firstly from the credibility and this credibility takes time to build, but can be destroyed instantly.

This programme works with you to help you to take responsibility for your own actions, give you effective influencing skills and help you gain insight into how you can be a true leader in your organisation, no matter what their role is. Everyone can lead.

The process of recruiting and interviewing staff is time-consuming and costly. An incorrect decision further multiplies the cost of the process.

This programme starts with a brain storming session to share insight into the common selection issues. The programme then takes you through each stage of the behavioural interview process, including preparing interview questions, conducting the interview, and making the final choice. This is a highly interactive programme which provides time for practicing all the elements.

Throughout the programme you are provided with a learning guide and a “tool kit” containing, a checklist, planned behavioural questions, a rating grid, and examples of follow up questions to obtain additional information.

In today’s environment finance isn’t just for accountants. Every manager needs to be able to interpret financial reports and use financial information to make well-informed decisions. This highly practical, fun and interactive programme provides the core financial skills managers need to be effective, in plain English not jargon.

It is often difficult to keep up with the many commitments & requirements of a busy job. To be effective in any role, managers and staff need to recognise the barriers to effective time management and develop skills and approaches to effectively managing them. This module is designed to help you manage yourself in respect to time and gain performance and productivity improvements from your efforts.

Taking Responsibility:  ‘Claim ownership’ of the results of your life and learn to see choices available in each circumstance and situation.  Experience the power and personal effectiveness that come from owning responsibility.

Responsibility for training is increasingly being devolved to line managers, yet many managers find it difficult to determine when training is needed and how they can ensure training is effectively used back in the workplace.

The programme introduces the key considerations to keep in mind when deciding whether or not to send staff on training and how to ensure the best training option is chosen.

It also looks at ways of supporting staff when they return from training, and how to evaluate the effectiveness of that training.

Responsibility for training is increasingly being devolved to line managers, yet many managers find it difficult to determine when training is needed and how they can ensure training is effectively used back in the workplace.

The programme introduces the key considerations to keep in mind when deciding whether or not to send staff on training and how to ensure the best training option is chosen. It also looks at ways of supporting staff when they return from training, and how to evaluate the effectiveness of that training. The half day programme is tightly focused, giving managers the information they need in a short, fast-paced session.

Many people are required to train other staff, on-the-job. However, often these people have never been shown how to train effectively.

This programme ensures that staff required to carry out on-the-job training provide a positive, systematic and
enjoyable training experience.  A person with the skills acquired from this workshop will be able to maximise their training time and develop staff to reach full productivity in terms of speed and quality in the shortest time.

Well trained staff means confident and competent staff, which also means higher productivity and higher staff
morale.

Well-conducted performance interviews offer a structured approach to staff development and offer open communication between team leaders and staff.  In this programme, you will learn the key skills for enhancing team performance including conducting effective performance interviews, achieving organisations goals and promoting personal development of individual team members.  The focus of the programme is the practical, interpersonal skills of interviews/discussions.

Performance appraisals provide an effective tool for managing performance, improving productivity and developing staff morale. Well conducted appraisals offer a structured approach to staff development and offer open communication between managers and staff. In this programme, managers and supervisors will learn the key skills for enhancing team performance including conducting effective performance appraisals, achieving organisations goals and promoting personal development of individual team members.

To be effective individuals need to develop personal planning and self-development skills. They need to know where they are going and how they are going to get there. As individuals move through organisations they often do so without a clear idea of the goals they need to aim for in order to achieve success.

How much time do you spend reading work related material (including electronic info)? If all you did was to double your reading speed, how much time would that save? What could you do with that extra time?

Do you feel intimidated by the volume of material that crosses your desks and computer screens each day? So much to read, absorb, analyse and retain, so little time.

If the information explosion makes you want to run for cover then Power Reading is for you. This system helps you get through your business reading in a fraction of the time it does now. And you won’t just read more effectively - you’ll read with greater understanding and retention.

Power Reading is not speed reading. It’s a way to help you concentrate and a way to help you choose only the most useful material to read.

Procrastination isn’t something we’re born with, or something that can be beaten with a simple hack or a few rewards. The truth is, procrastination is a habit, and like any habit, it can only be changed with a concentrated effort, from smoking to nail-biting to unhealthy eating to procrastination.  This is your chance to kick the procrastination habit and relieve tension, improve your wellbeing, boost your dependability, protect the quality of your work and save your sanity!

The process of recruiting and interviewing staff is time-consuming and costly. An incorrect decision further multiplies the costs of the process. This programme is designed to help interviewers find the right person for any vacancy. This can help improve both the effectiveness of your organisation and the job satisfaction of employees.

The programme takes you through each stage of the recruitment process, including developing the job description, advertising for the job, designing appropriate and useful  questions, conducting the interviews, and making the final choice. This is a highly interactive programme which provides time for practicing all the elements in each stage of the recruitment process.

The programme also looks at ways of developing cultural awareness, avoiding discrimination and applying the policy of Equal Employment Opportunities.

Improving business profitability through greater financial understanding

Many people today are appointed to manage a business unit from the ranks, or as some say, “off the floor”. Although conversant with the technical aspects of the business often they do not possess a sound working understanding of the financial side of running a business.

During this one-day programme we examine the factors that affect profitability and look at ways to overcome pressure to reduce prices in the face of competition.

Do you consider meetings to be a waste of time?  Do you long to run meetings that are efficient and effective?

If you have never run a meeting before, or if you simply want to refresh and sharpen your skills, this module is for you.

Take control of your life and direct towards the future you want.  Establish meaningful goals, broken down on a monthly and weekly basis and re-energise yourself on a regular basis.

This programme is designed to introduce the principles of accounting to staff who are involved in accounting, financial planning or budgeting. It gives a clear working knowledge of the Accounting Process, Budgeting, Cash-flow Management and the analysis of Accounting Reports. The programme also introduces financial reporting and evaluation techniques.

You will gain a better understanding and improved awareness of accounting functions and the inter-relationships between Accounting and the various divisions within a company. It will allow you to contribute more effectively to the company accounting procedures.

This programme uses the Effective Business Accounting workbook as the course material and will be retained by you for future reference.

Building people and performance capability within organisations is essential for optimising the bottom line. This starts with getting buy-in to a high performance environment, and creating a performance partnership with staff, where they drive for performance improvement and are motivated to self-manage and correct.

• Feedback from our last session:
  · “A must for all staff with management responsibilities to assist them in gaining the knowledge and confidence in addressing non performance and giving clear performance feedback.”
  · “Learnt a lot by listening to the facilitator giving examples of phrases to use with staff.”
  · “I realised why staff behave the way they do and how to change their performance with my approach."
  · "I got more out of the first 90 mins of this training than I got from a performance management course I attended."

Stress is a part of life. It comes from many sources and its effect can vary greatly from person to person. Stress can cause losses of productivity in the workplace and can interfere with relationships both at work and at home.

This programme is designed to help you understand the nature of stress and change. You will learn how and why stress occurs and the stages they will move through when under stress.

Stress is a part of life. It comes from many sources and its effect can vary greatly from person to person. Stress can cause losses of productivity in the workplace and can interfere with relationships both at work and at home. 

This module is designed to help you understand the nature of stress and change. You will learn how and why stress occurs and the stages you will move through when under stress.

Emotional Excellence:  Most lives are characterised by some degree of difficulty and struggling, be they traumatic or everyday hassles. When and how do we get “hooked” into unproductive ways of thinking, feeling, and behaving?  Identify the weakening patterns that keep us from being fully capable and learn strategies and techniques to conquer them.

Responsibility for training is increasingly being devolved to line managers, yet many managers find it difficult to determine when training is needed and how they can ensure training is effectively used back in the workplace.  The module introduces the key considerations to keep in mind when deciding whether or not to send staff on training and how to ensure the best training option is chosen.  It also looks at ways of supporting staff when they return from training, and how to evaluate the effectiveness of that training.

Winning Relationships:  Understand the critical features of a vibrant and strong relationship and develop skills to interact with others in ways that strengthen their ability to clarify their vision and handle life’s problems.

We've probably all struggled with our own negativity for a short period of time. Though it is common, temporary negativity is something to be concerned about, and the same is especially true of habitual negativity.  Understand short-term or long-term cynics and naysayers and how to counteract and promote performance.

It is often difficult to keep up with the demands and pressure of a busy job. To be supported in this area, managers and staff need to recognise the importance of lifestyle balance, and the barriers to effective time management.

This programme is designed to help participants manage themselves in respect to time and gain performance and productivity improvements from their efforts.

This programme is designed to cover essential aspects of staff training. It will provide you with an understanding of adult learning principles, learning styles, lesson construction and facilitation techniques.

It is a practical programme which will culminate in the facilitation of a training session of a relevant work related topic in a supportive and controlled environment.

Implementing a Training Needs Analysis (TNA) is a major organisational task.  The process often requires input from job holders, managers and training personnel and therefore needs to be carefully structured and directed.  The analysis of results gathered is also an involved task and demands a good level of skill and understanding.  This programme develops a grounding in TNA methodologies and provides the basic skills in this area.

The course begins by answering the rhetorical question, why bother with the media?  It looks at the foundation rules for media success then goes onto investigate why journalists do what they do. We will examine news through a journalist’s eyes, using examples of stories that are hard to sell and those that sell themselves. The course promises to be highly interactive and to give participants a clear understanding of how stories continue - or stop - due to certain events.

This course is facilitated by Janet Wilson.

A lot of business communication is presented in writing, especially with the dramatic upsurge in the use of email. This module is designed to remove writing apprehension and build effective written communication skills. The first part of the module looks at the communication process and the skills associated with writing. The second part then shows how to apply these principles to letters, emails, and memos.

Preparation and practice are the keys to every successful presentation. Therefore this programme gives you the opportunity to rehearse your own prepared presentation speech in front of other workshop participants and/or the workshop facilitator. All presentations will be video recorded and used for self-critique and feedback on performance.

Do you want to increase collection rates and decrease outstanding debtor’s ledgers?

On this full day session participants practise the communication skills required to deal with the excused for non-payment, negotiate an acceptable solution or payment plan while representing your company in a professional manner.

The ability to capture and hold the interest and attention of an audience is an important requirement for many people. This programme stresses the importance of thorough planning and preparation. It places emphasis on presenting a professional image through effective delivery techniques. There is an opportunity during the programme for every participant to give two (10 - 15 min) presentations on the same topic. The final presentations are videoed and on structive feedback is provided to help improve performance.

There is increased competition in business and more customers are choosing suppliers on the basis of service. The quality of the service provided relates directly to the profitability and viability of a company.

This programmefocuses on the concept of complete Customer Service, introducing the key skills needed to be effective in this crucial business area. It encourages every member of the organisation to become proactive in developing Effective Customer Service approaches and procedures. The programme is strongly participatory, using the Effective Customer Service workbook as the basis for discussions, exercises, role-plays and case studies.

Proposals are increasingly critical as a management tool for evaluating options, researching problems, assessing project viability and checking progress. Market competitiveness means that business opportunities are won or lost on the quality of proposals.

This programme makes proposals straight forward documents to prepare and present. We show how to develop an effective strategy, structure and organise information so that it is easily read and understood. We introduce quality presentation techniques which will impress readers.

Reports are increasingly critical as a management tool for evaluating options, researching problems, assessing project viability and checking progress. Market competitiveness means that business opportunities
are won or lost on the quality of reports.

This programme makes reports straight forward documents to prepare and present. We show you how to develop an effective strategy, structure and organise information so that it is easily read and understood.
We introduce quality presentation techniques which will impress readers.

Reports and Proposals are used as a management tool to evaluate options, researching problems, assess project viability and check on progress. Market competitiveness means that business opportunities are won or lost on the quality of the proposals presented.

This programme makes reports and proposals straight forward to prepare and present.  We show you how to
develop an effective strategy, structure and organise information so that it is easily read and understood.  We introduce quality presentation techniques which will enhance your reports and proposals.

A lot of business communication is presented in writing, especially with the dramatic upsurge in the use of email. This programme is designed to remove the apprehension often associated with writing and to build effective written communication skills.

The first part of the programme looks at the communication process and the skills associated with writing. The second part then shows how to apply these principles to letters, emails, and memos. This programme is competency based with checks taking place throughout the workshop.

This module specifically addresses customer complaints and our attitudes towards them.  You will look at the research on complaints, examine the reasons customers complain and the most effective way to handle a complaint and retain their business.

Staff are often given the responsibilities that require them to have contact with customers. These staff need support in the form of training to give them the confidence, tools and procedures to deal with the 'frontline' tasks that are expected of them.

This programme provides an introduction and insight into a number of areas that first point of contact staff need to develop.

This high-energy one-day programme focuses on the concept of complete customer service. The programme introduces the “ACT Spiral” as a pathway to providing exceptional levels of service.

In today’s environment where most markets and commodities are freely available, it is the exceptional ability of people to relate directly to the needs of their customers (internal and external), that sets organisations apart. This programme provides the understanding and skills necessary to gain maximum leverage from all service opportunities, which in turn has a direct impact on business success.

Communicating Effectively:  This programme will provide you with an understanding of advanced communication techniques. With these communication skills, rapport building will increase, thus, eliciting high quality information from customers and ensuring customer satisfaction. 

You look at their own attitudes to work, teams, customers and management. We brainstorm how certain key principles can be applied to their own working environment to make it more enjoyable and productive.

This programme also gives the you the opportunity to demonstrate how to handle more challenging
communications with the different types of customers.

 

International statistics show that conflict within the workplace has dramatic effects on business and staff

both within and outside the work environment.

 

This programme provides you with the opportunity to focus on yourself in situations of conflict, as well as

introducing techniques that empower individuals going through conflicting situations.

 

1 and a 1/2 day session for anyone required to do internal or external presentations.

A session for those with over 12 months FMCG experience

A two day negotiation workshop for Sales Reps and Account Managers with 3 years + experience

A one day session for anyone involved in supervising or managing others

A one day session for any staff with effectiveness or efficiency challenges

In today's business environment, it is important that we are able to express ourselves with confidence and authority in a variety of situations. We need to get our message across effectively with clients, colleagues and staff. We must be able to express our views in groups, "stand our ground" under pressure and at times, express contrary opinions. In this programme there is an emphasis on handling situations participants personally find difficult, without damaging relationships or disregarding the needs of others.

This programme is designed to assist staff in enhancing both their confidence and skills in expressing themselves assertively.

Teamwork requires shared values, shared objectives and a common language. This is a chance to emerge with a greater competence, confidence and commitment to working with your team to get the job done. Customer satisfaction is improved by developing better working relationships with your staff and customers.

Most people want to do their best but they often don't know how. Teamwork requires shared values, shared objectives and a common language. For people to perform well they need both education and motivation. This programme provides both.

This fast-moving, one or two-day total immersion seminar gives each person a series of practical action tools that can be applied immediately to get better results. It develops common goals and a common frame of reference for better communications and immediate performance improvement.

The Keys to Peak Performance and Personal Leadership

Why are some people happier than others? This programme is designed to give you the strategies, methods and techniques practiced by the most successful, happy and productive people in our society. Success isn’t just about money, it’s about peace of mind, harmony, relationships and self esteem.

This programme will give you the tools you need to create your future on purpose. Tracy has combined insights and methods from psychology, philosophy, metaphysics, and human potential research into a unique blend of fast-acting techniques that raise self-esteem, improve personal performance, give greater focus to your efforts, and put you in complete control of every aspect of your personal and professional life.

You will acquire the keys to happiness, health, self confidence, purpose, self direction, optimism, goal achievement, and much more. Learn the essence of living a highly fulfilling and exciting life. Take control of your life and master techniques for success. Delivered by our experienced facilitators trained to stimulate discussion and enhance knowledge retention, you will achieve maximum personal value during an unforgettable two days.

Whether we are in management or in a supporting role, we are more effective if we have highly developed interpersonal skills. Whenever people come into contact with each other there is a potential for misunderstanding and conflict, both of which are caused by different perceptions.

To get the best out of our people, whether you are a manger or in a supportive role, you need to know how to engage with them in a manner that is conductive to a win/win outcome. This programme is designed to give you that skill.

There are three types of people in this world: those who make things happen, those who watch things happen and those who say ‘what happened’!

In this world of change and increasing competition, who would want to be in the second or third category?

James Morse, management consultant, commented “the only sustainable competitive advantage comes from our-innovating the competition”. The future belongs to those who innovate!

We all have the ability to create innovative solutions and ideas. It’s just that it’s so easy for blockages to get in the road.

This programme will show you and your team just where those blockages can occur as well as practical ways to overcome them. By applying these techniques, you too can be an ideas leader instead of a follower. You don’t want to be a “what happened” person, do you?

This programme is designed to assist staff to develop strategies for taking charge of theircareer direction. It will help them identify their own transferable skills and set appropriate goals and objectives. The importance of pace and balance is also discussed.

This programme encourages you to be aware of the importance of communication, to actively seek feedback in communication, to practise the art of face-to-face discussions with other people and to achieve improved communication and understanding. The problems and techniques of communications via the telephone are also discussed.

The format of this programme is strongly participatory, using the Communication Skills workbook as the basis for discussions, exercises, role-plays and case studies.

International statistics show that conflict within the workplace has dramatic effects on business and staff both within and outside the work environment.

This programme provides you with the opportunity to focus on yourself in situations of conflict, as well as introducing techniques that empower individuals going through conflicting situations.

Creativity has become increasingly important for all businesses as competition intensifies.  The only way to add value to existing resources and assets is to think smarter. Creative thinking can give your company the competitive edge.

Throughout this programme, you will confirm that we are all creative. You will be introduced to strategies which will enhance your creativity and will cover creative thinking tools which will provide a framework for encouraging creativity as part of problem-solving and decision-making.

Human behaviour is a complex subject. People are difficult for a number of reasons and their responses to us are just as varied.  This module provides you with the opportunity to focus on what leads to difficult behaviour, recognise behaviour signals in communication and improve communication in these situations.

To be effective, managers and supervisors need to make appropriate and well considered decisions. This programme is designed to develop quality decision making skills, including following a structured decision making process. This process can be enhanced by utilising critical thinking and problem solving skills.

This programme teaches the skills needed to become a confident employee by learning the attributes and communication skills required. It analyses the types of behaviours and skills needed to create effective one on one and team relationships. It includes techniqures for boosting self esteem and includes skills for positive thinking.

This programme uses accelerated learning techniques and caters to all learning styles. It includes group discussions, role playing and exercises from a workbook. It is interactive with group presentation exercises to boost participants esteem.

 

This programme developed by Edward de Bono, brings together his methodologies and tools for modern management. The programme considers the limits of logical and creative thinking and demonstrates how
lateral thinking is a learnable set of skills.

Dr Edward de Bono is widely regarded as the world's leading authority on lateral thinking. Developer of the concept of "Lateral Thinking", this has now become part of our every day language. He has written over 50 books including The Atlas of Management Thinking, Serious Creativity, and Parallel Thinking. He has also held a number of faculty appointments at the Universities of Oxford, Cambridge, London and Harvard.

There are three types of people in this world: those who make things happen, those who watch things happen and those who say ‘what happened’!  In this world of change and increasing competition, who would want to be in the second or third category?

James Morse, management consultant, commented “the only sustainable competitive advantage comes from our-innovating the competition”. The future belongs to those who innovate!

We all have the ability to create innovative solutions and ideas. It’s just that it’s so easy for blockages to get in the road.

This programme will show you and your team just where those blockages can occur as well as practical ways to overcome them. By applying these techniques, you too can be an ideas leader instead of a follower. You don’t want to be a “what happened” person, do you?

International statistics show that conflict within the workplace has dramatic effects on business and staff both within and outside the work environment.  This module provides you with the opportunity to focus on yourself in situations of conflict, as well as introducing techniques that empower individuals going through conflicting situations.

Creativity has become increasingly important for all businesses as competition intensifies. The only way to add value to existing resources and assets is to think smarter. Creative thinking can give your company the competitive edge.

Throughout this programme, you will confirm that we are all creative. You will be introduced to strategies which will enhance your creativity and will cover creative thinking tools which will provide a framework for encouraging creativity as part of problem-solving and decision-making.

In management it is proven we are more effective if we have highly developed interpersonal skills. 

Whenever people come into contact with each other there is a potential for misunderstanding and conflict, both of which are caused by different perceptions.  To get the best out of our people you need to know how to engage with them in a manner that is conducive to a win/win outcome.  This programme is designed to give you that skill and be able to apply it in your role as manager.

With the constant pace of change and increasing competition, lateral thinking is an essential skill for all
leaders in today’s organisations. Lateral thinking can be applied to problem situations, to search for new solutions or new approaches. It can also be used as part of strategic thinking, developing new business opportunities and continuous improvement. Effective lateral thinking is more than just hoping people will come up with new ideas. It requires the conscious use of tools to prompt creativity and provoke thinking in new ways. This programme shows how to promote a lateral thinking culture, introduces useful tools to stimulate creativity and gives practice at facilitating lateral thinking in group situations.

In today's business environment, it is important that we are able to express ourselves with confidence and authority in a variety of situations. We need to get our message across effectively with clients, colleagues and staff. We must be able to express our views in groups, "stand our ground" under pressure and at times, express contrary opinions. Enhance both your confidence and skills in expressing yourself assertively.

Learn the secrets of soaring to new heights.

Mastery: “ascendancy or victory in struggle or competition.” (Webster’s New Word Dictionary)
Masters are the victors of life, those who step up to the challenges and opportunities of life with the courage, determination, and wisdom to win the private and public victories. Mastery does not happen by accident. It is a process that occurs as we interact effectively with the events and circumstances of our lives. Each moment of our lives provides an opportunity to practice mastery by
expanding our visions, awakening the faculties of our minds and our hearts, and assuming full responsibility for living, growing and contributing.

The telephone is an essential tool for immediate, cost effective and personal contact with clients and customers.  Therefore, it is vital that every telephone user promotes a positive, friendly, helpful and professional company image.

This programme provides tuition and coaching in the handling of calls courteously, effectively and with
sensitivity.

This programme is designed to help participants understand themselves and others.

Through a pre-programme assessment, you will discover their own preferences, which combine to give them a unique personality and behaviour style. By comparing this with the diverse styles of others you learn to understand and accept differences and to modify your own style to meet the needs of others. Myers-Briggs in this way becomes a highly effective tool for influencing and motivating others and for building effective teams. This is a very enjoyable programme which will give new insights into how to relate to others in all aspects of your life.

Managers are typically promoted from within. However, do your people receive the guidance they need for the critical role of people management? Without it, do they fall into the typical trap of just getting by rather than leading their team? Promoted managers require a shift in focus and skills to manage and deal with the difficulties of the transition from team member to manager. Do your team leaders know how to create real behavioural change?

This two day programme covers the critical aspects in successfully coaching and mentoring.  Following the programme, you have the option of completing a workplace based project which is then assessed.

An inclusive look into the coaching process to equip you with a much enhanced awareness of what it takes to “liberate” the true performance potential of your staff.  Practical coaching issues, tools and strategies are examined. You will leave equipped with the tools, strategies and capabilities to significantly increase the performance potential of staff and teams in your organisation.

This programme sets the scene for team work.  The participants work more closely together in order to reduce interpersonal conflict and blame in the environment.  We focus the team on common goals and values and align personal values with team goals.  You will also learn to teach and apply the WIN WIN Philosophy.

From time to time all busy managers find themselves managing projects, developing a plan and then controlling a diverse range of activities, events and resources to meet deadlines. These projects can be as diverse as introducing a new product, to planning the office relocation.

Whatever the project, there are both specific and generic skills that apply. Recognising that most managers manage projects as a secondary role, this workshop concentrates on the core elements of a structured project life cycle, without delving into highly technical aspects.

BOSS OR LEADER?

Do you drive people or do they follow you because they want to?

How you handle your work team will depend on several things - the sort of person you are,
whether you were promoted from within the section or from outside, how well your people pull
together as a group and the nature of your work.

All these will influence how you act as a leader.
In this session you will be looking at some approaches to the skill of leading which will be of
practical assistance to anyone who wants to develop their potential as a leader.

In many organisations, there is a requirement for staff to spend part of their time supervising others. This is frequently done in the areas of on-the-job training, organising small projects and ad hoc tasks. These supervising staff are usually given this responsibility because of their technical competence, maturity and positive attitude. In such instances there is a need for them to have basic day-to-day supervisory skills. This programme is designed to give basic skills to the first time supervisor.

This programme is run once a week over three weeks and provides the opportunity for you to discuss and practice the necessary skills required to be an effective team leader.The skills developed on this workshop will focus you on the distinct role of the team leader.

Whether you are currently a Manager or expect to be one soon, it is probably due to the fact that you have made a success of your own role accountabilities. However, being good in your role is not the same as being a good manager. You now have to think differently, act differently. Certainly you will be judged differently! Whereas before a you were assessed by your manager, as a manager, your manager and your team will assess you from “above” and “below”.

This programme is designed to help you be a success in getting results through your team. You will learn the skills and techniques required to achieve in your current role and establish a sound base for your future career in management. It is run once a week over three consecutive weeks

Whether you’re currently a Sales Manager or expect to be one soon, it’s probably due to the fact that you have made a success of selling. But being a good salesperson is not the same as being a good manager. You now have to think differently, act differently. Certainly you will be judged differently! Where as a salesperson you were assessed by your manager, now your manager and your team will assess you from “above” and “below”.

This programme is designed to help you be a success in getting results through your team. You will learn the skills and techniques required to achieve in your current role and establish a sound base for your future career in management. It is run once a week over three consecutive weeks.

What is Leadership? How does it differ from Management? There are many definitions, the essence of which appears to be that Leadership is about providing the right environment, physical, mental, and emotional in which individuals and teams can achieve predetermined objectives.

This highly experiential, interactive programme is designed to provide the opportunity to discuss, develop, practice and analyse various styles of leadership, most particularly your own and how it impacts on those with whom you interact.Run in an experiential nature, this programme is fun, challenging and rewarding.

The programme is described as a mirror. It allows you to see a true reflection of yourself in a leadership role. You will be exposed to challenging leadership situations, from which you will identify your strengths and weaknesses, learn how to use your influence, and adapt your style to achieve an increase in your overall effectiveness.

You will leave the programme with a thorough understanding of your own style and will be given tools to assist in your further development. This will result in greater productivity through more effective leadership.

Leaders have a responsibility, and must do whatever they can to eliminate the dissatisfiers and produce the satisfiers which affect each individual member of their team.

A clearer understanding of motivation can be gained through understanding what makes people do
things. Whatever we do, we always have a motive for it. A motive is something internal to each of
us, which arouses, directs and initiates our behaviour in order to meet some need or other.

Leaders need to understand the basic needs of the people in their team and what motivates them to work and this session will met that need.

A Blueprint for High Performance:  Experience the advantages of high-performing teams over traditional work groups.  Understand the essential ingredients of teams and how to create them.  You will leave equipped with the ability to create and maintain yourself as a High Performance team within your organisation.

Designed to provide leaders with tools and skills to change their behaviour from the traditional practices of controlling and directing to coaching, facilitating, and empowering. Learn to solicit commitment rather than compliance from others. Learn the elements of empowerment and specific tools for transferring responsibilities to others.

Organisations in today’s chaotic business environment recognise that the ability to effectively manage change is not only a strategic advantage, but also essential to doing business successfully in the 21st century. Leaders need to be aware of their attitudes toward and abilities for leading others through organisational change. It takes both effort and practice to develop effective change leadership skills, but the payoff will be worth it.

Most of us who have been in management can recall at least one manager from the past for whom we have a “special” regard.  Why is that? What did that manager do that made them so “special” to you?  Learn how to pass on the benefits of your experience and develop their potential without making “clones”.

Building the competence of the sales team:  Most of us who have been in management can recall at least one manager from the past for whom we have a “special” regard.

Why is that? What did that manager do that made them so “special” to you?

It’s a good bet that it had something to do with the way they showed faith in you and developed your knowledge, skills and your judgement. In doing so, somehow your own self image and confidence grew and you became a performer – that’s why you’re in management today.

This programme is all about doing the same for your sales team – how to pass on the benefits of your experience and develop their potential without making “clones”. Remember, their individuality still needs to be preserved, even in a team environment. As you learn and apply the skills in this workshop, maybe one day your team will remember what you did for them!

The key to understanding the nature of groups is to accept and acknowledge that groups, however small, are formed from individuals.  They’re complicated, messy and full of contradictions.  More often than not a roomful of people will defy your expectations – gain the confidence and knowledge of group dynamics and learn how to work with the flow of your groups’.