TRAINING PROGRAMMES

Skills Training
Call Centre and Customer Service Training
Leadership and Management Training
Human Resources Training
Enquiries

Skills Training

Course Title Course Objectives Duration Credits NQF Level
Coaching for Business Results Understand the concept within a business environment.

Demonstrate skills and techniques required of a coach which includes "Active Listening, Effective Communication and Feedback Skills.

Design and implement an action plan to coach team members in specific tasks.

Clarifications of roles, responsibilities and expectations of coach and learner.

Analyse and monitor progress of coaching method implemented and feedback on effectiveness of approach used.		 2 Days 5 3
Problem Solving for Effective Decision-Making Define what constitutes a problem and the impact of attitude in finding a solution.

Explore the different techniques to problem solving and decision making with the effective use of brainstorming.

Demonstrate how Edward de Bono's lateral thinking can influence problem solving.

Apply problem-solving skills to identify and implement a solution to a work related problem.		 1 Day 2 3
Key Skills for Effective Communication Understand and adapt your communication style to suit your target audience.

Explore what are the core components that make verbal communication effective and how to avoid being vague.

Understanding the importance of the feedback process during communication.

Analyse various written media within an organisation and decide if it's effective or ineffective communication.

Application of appropriate communication tools for your target audience.		 2 Days 4 4
Key Business Writing Skills Writing business communication with style.

Identify the intended audience through writing and reach the reader.

Improve writing techniques by becoming aware of common errors.

Plan effectively for written tasks.

Produce powerful documents.

Compose persuasive arguments.

Using everyday formats.

Business writing conventions

  > Letter writing.

  > Writing emails.

  > Writing reports.

  > Summary writing.

Using plain language in business.		 2 Days 5 4
Finding the right balance through Effective Time Management Analyse what you do and what you want to do with your time.

Understanding the importance of a balanced lifestyle for maximum productivity.

Identify tools and techniques that help with time management.

Implement a personal time management action plan.		 1 Day 2 3

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Call Centre and Customer Service Training

Course Title Course Objectives Duration Credits NQF Level
Quality Assurance Management for Call Centres Understand concepts, systems and principles of quality.

Assess the quality assurance requirements according to specific operational needs within your environment.

Design a quality assurance system that addresses: available resources, profitabilty and communication strategies.

Review and amend quality assurance specific to the desired outcomes of your environment.		 2 Days 4 4
Service Excellence: The Key to Customer Services Understand what it takes to provide impressive customer services within your specific environment.

Gain knowledge of how personality styles respond appropriately to various customer interactions.

Understand the importance and impact of product knowledge in customer services.

Explore innovative solutions,which you can use to solve customer queries and improve customer services.

Identify different ways in which you can retain your customers.		 1 Day 4 4
Interpersonal Listening Skills Retrieving calls from customers.

Inputting subject information from customers in accordance with specific.

Contact Centre requirements.

Identify the difference between hearing and listening.

Increase your productivity by listening.

Use critical listening skills.

Recognize different listening problems.

Resist distractions while listening.

Responding to queries from customers.

Providing follow up to customers' requests.		 1 Day 8 2
Essential Supervisory Skills for Call Centres Understand how to monitor calls into and out of a contact centre by using local and international benchmarks.

Forecast the workload by understanding call volume and call load.

Monitor service levels and response times and provide feedback accordingly.

Ensure that information collated from queries, responses and comments are arranged logically and are easy to interpret or understand.

Develop an effective planning process to streamline the activities of the contact centre in line with the business objectives.

Understand how quality and accessibility interrelate.

Organise effective schedules and get buy in from staff.

Explore what are the leading practices used within leading contact centres and draw up a personal development action plan by applying certain principles.		 3 Days 18 4

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Leadership and Management Training

Course Title Course Objectives Duration Credits NQF Level
Introduction to Management Programme Analyse the main business functions and best utilization of resources

Understand the management process; identify your Leadership Style and its impact on your team/others.

Identify communication difficulties caused by cultural differences and suggested solutions.

Explain the importance of motivation as a management tool and identify your "Motivational Leadership Style" through a self-assessment.

Highlight key management tasks such as delegation, disciplining of staff and performance assessment.

Demonstrates easy steps for effective decision making using proven approaches to decision making using proven approaches to decision making.

Explain core management functions.		 2 Days 10 4
LEADERSHIP DEVELOPMENT PROGRAMME - Visionary leadership to strategically improve business perfromance Plan strategically to improve business performance

Develop a strategic plan.

Set, monitor and measure the achievement of a goal and objectives for a team, department or division within an organisation.

Monitor team members and measure effectiveness of performance.		 5 Days 4


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4		 4


6

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Human Resources Training

Course Title Course Objectives Duration Credits NQF Level
Train the Trainer Preparing the learning enviornment

Clarifying the outcomes of the learning activity.

Creating strategies to encourage participation.

Linking prior knowledge to new knowlege.

Implementing learning activities.

Consolidating learning activities.

Delivering presentations for learning and development purposes.

Delivering group training sessions.

Review training.		 3 Days 10 4
Performance Management Setting goals and objectives.

Establishing performance standards.

Setting up monitoring systems.

Monitoring and measuring the achievement of objectives.

Establishing performance standards and monitoring systems.

Preparing for performance review of team member.

Conducting performance review interview.		 1 Day 5 4
Conflict Management Understand what are the main causes of conflict and how personality types relate to various conflict situations.

Analyse various techniques, which can be applied to resolve conflict as well as steps to solving conflict.

Explore and implemtn the appropriate strategies to manage conflict in a workplace.

Review the methods proposed by the LRA to resolve conflict in the S.A. work environment.

Understanding how personal attributes of a conflict manager can impact the final resolution.

Assess your own skills in terms of a skills audit to identify what development needs exist for you to be an effective conflict manager.		 2 Days 8 5

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