make a selection from the menu below:

Creating and leading a customer first culture

Completing this course will propel you to: 

  • Articulate the role of the customer in achieving the team’s business objectives and ensure processes and procedures are aligned
  • Lead with the customer need rather than the operational need.
  • Establish, maintain and improve customer relationships through emotional intelligence, effective engagement and communication strategies
  • Live the values during all customer interactions and ensure team does the same
  • Encourage team members to take ownership of customer relationships and proactively manage problems into solutions
  • Constantly seek new ways to improve service to customers and maximise retention
  • Use storytelling techniques to engage teams with “customer moments”
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Inclusion and cultural awareness

Completing this course will propel you to: 

  • Differentiate between diversity and inclusion and the importance of applying these principles
  • Identify the dimensions of workforce diversity and articulate current trends (both within the workforce and across the customer base)
  • Identify the behaviours, skills and knowledge required to lead an inclusive workforce
  • Lead an inclusive culture by demonstrating acceptance and promoting a sense of belonging for all team members by removing discrimination and other barriers
  • Support team members to universally respect others for who they are and how they work
  • Analyse and engage with a diverse workforce to maximise the benefit of inclusion
  • Review and evaluate inclusion within the organisation to ensure consistency with organisational guidelines and best practice
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Leading through emotional intelligence

Completing this course will propel you to: 

  • Recognise the importance of Emotional Intelligence (EI) to good leadership
  • Identify their own current EI baseline and develop insight into own EI tendencies
  • Identify opportunities for improving self-awareness and adapting emotional responses
  • Build emotionally intelligent behaviours in order to understand self and others
  • Identify the consequences of continuously pushing the stress comfort-zone boundaries
  • Recognise signs and sources of stress in self and others and know how to respond appropriately
  • Use strategies and techniques to support professional development, personal wellbeing and increase personal resilience and competence
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 Managing conversations with resilience

Completing this course will propel you to: 

  • Recognise their own and others’ style of managing a challenging conversation
  • Identify their strengths and areas for development in Emotional Intelligence (EI) to increase their effectiveness.
  • Use questioning techniques to uncover what is really happening.
  • Use the HEAR model to guide conversations.
  • Identify the impact of heightened emotions and understand how to use pacing and leading to defuse emotions.
  • Refine techniques to recover from stressful interactions.
  • Increase personal resilience.
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Leading through collaboration

Completing this course will propel you to: 

  • Develop team cohesion and establish effective workplace relationships
  • Identify and seek out opportunities for collaboration not only with own team, but with other areas of the business
  • Communicate effectively with your team and other stakeholders to seek input and convey information
  • Build and leverage networks to provide identifiable benefits for the team
  • Actively engage and participate in networks to support attainment of key business outcomes
  • Collaborate with others in a cross-functional team to develop ideas and solve problems
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Leading through innovation

Completing this course will propel you to: 

  • Understand the importance and relevance of innovation
  • Identify opportunities for innovation
  • Role model innovative thinking and a continuous improvement mindset
  • Create an innovation culture within the team
  • Follow a process that supports successful innovation
  • Recognise and reward innovation within the work team
  • Create work practices to encourage new initiatives
  • Collaborate with others to develop innovative ideas
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Effective dialogue

Completing this course will propel you to: 

  • Communicate effectively with their team and other stakeholders
  • Articulate Australian Unity’s values and standards to your team and set clear performance expectations
  • Conduct regular, constructive performance conversations with team members
  • Continually seek and provide feedback to improve work outcomes
  • Proactively address difficult situations with respect and confidence
  • Negotiate successfully with clients and colleagues to produce win-win outcomes
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Change leadership

Completing this course will propel you to: 

  • Identify key stages of the change cycle and recognise the risks associated with each
  • Proactively address risks associated with workplace change to prevent negative outcomes
  • Communicate effectively with the team to ensure they are kept informed of changes that could impact them
  • Manage change effectively to ensure smooth transition to new processes and practices
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Leading the customer experience

Completing this course will propel you to: 

  • Articulate the role of the client in achieving the team’s business objectives and ensure processes and procedures are aligned
  • Establish, maintain and improve client relationships through effective engagement and communication strategies
  • Be honest during all client interactions and ensure the team does the same
  • Encourage team members to take ownership of client relationships and proactively manage problems into solutions
  • Constantly seek new ways to improve service to clients and maximise retention
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Inclusion and cultural awareness

Completing this course will propel you to: 

  • Identify the dimensions of workforce diversity and articulate current trends
  • Identify the behaviours, skills and knowledge required to lead a diverse workforce
  • Analyse and engage with a diverse workforce to maximise the benefit of diversity to the organisation
  • Review and evaluate diversity within the organisation to ensure consistency with organisational guidelines and best practice
  • Support and encourage diverse workforce members to maximise performance
Enquire now