Service excellence

Target Audience:
Frontline Staff

Duration:
1 day

Completing this course will propel you to:

• Learn how to use voice and words to help meet the customers’ needs
• Use positive and productive language throughout each interaction
• Develop effective messaging techniques
• Use pacing and leading to be able to successfully interact with difficult customers
• Understand the importance of listening and questioning
• Develop behavioural flexibility to interact with a broad range of customers

Building business acumen

Target Audience:
Frontline staff and people leaders

Duration:
1 day

Completing this course will propel you to: 

• Develop the terminology used in everyday business conversations
• Identify an organisation’s current strategy and areas for growth
• Understand an organisation’s profitability and quickly read an Annual Report to determine their financial situation
• Identify the various financial and business planning cycles critical to organisations
• Identify an organisation’s key competitors
• Analyse their key customers
• Leverage the knowledge and tools to converse effectively with your client

Giving and receiving feedback

Target Audience:
Frontline staff and people leaders

Duration:
½ day

Completing this course will propel you to: 

• Give upwards and downwards feedback
• Ensure that feedback you give is balanced and constructive
• Differentiate between informal and formal feedback
• Seek, receive and respond to feedback
• Conduct difficult conversations
• Handle difficult situations

Performance conversations

Target Audience:
Frontline staff and people leaders

Duration:
½ day

Completing this course will propel you to: 

• Articulate the importance of performance conversations
• Use a structured approach for successful performance management
• Provide balanced and constructive feedback
• Seek, receive and respond to feedback effectively
• Implement coaching strategies to improve the performance of team members
• Set realistic, motivational goals for team members
• Conduct difficult conversations with confidence
• Handle challenging situations and unplanned interactions with poise

Recruitment and selection

Target Audience:
Frontline staff and people leaders

Duration:
½ day

Completing this course will propel you to: 

• Apply a recruitment and selection process
• Be aware of when unconscious bias might be evident in the recruitment process
• Conduct interviews using behavioural interviewing techniques
• Listen to and understand what is being said in interviews, and advise on the outcomes of the selection process
• Demonstrate awareness of equal opportunity and anti-discrimination requirements

Leading through emotional intelligence

Target Audience:
Staff and people leaders (both new and experienced)

Duration:
1 day

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

 Managing conversations with resilience

Target Audience:
Staff and people leaders (both new and experienced)

Duration:
1 day

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.

Leading change

Target Audience:
Staff and people leaders (both new and experienced)

Duration:
1 day

Completing this course will propel you to: 

• Deliver an effective and planned change and transition process
• Build ownership of their change process and empower others to lead the journey within their teams
• Explore the personal aspects of change, and how the leader’s view of change impacts others
• Implement strategies to deal with change reactions, e.g. change resistance
• Build engagement and change readiness in teams
• Practice managing both the personal and the process aspects of change in given scenarios to build positivity and a future focus

Utilise a range of practical tools related to the change management process