Supervisory and mid-management levels

• Planning and delivering training
• How to communicate one’s message effectively
• Develop techniques to engage trainees
• How to assess and validate what has been taught
• Pre and post course evaluation forms the importance of

• Those attending this programme will have gained sufficient knowledge to work effectively as a trainer within a busy operational environment and understand the barriers that exist with various types of nationalities and competence levels.

To provide Participants with a level of understanding of the importance of the Customer to the business outcomes and the objectives of the organization and in particular

• What is Customer Service
• The Objectives of Customer Focus
• Understanding Customer Expectations
• Develop relationship with customers – both internal and external
• Communication
• Listening skills
• Questioning skills
• Problem identification and generating solutions for the customers’ needs.
• Developing a strategy for ongoing development of the level of Customer Service delivery

The benefits to Participants of this programme are that they will:

• Learn the value of the customer as they directly relate to the objectives of the organization.
• Understand the value of having a clearly defined customer focus
• Understand the importance of Listening to the Customer
• Understand strategies for dealing with difficult situations – to get the best results
• Understand how to make proactive customer-focus a priority
• Understand the principles of a concept of 5 Star Customer Service
• Be able to develop a plan for improved customer service with clearly stated and achievable objectives.

As a result of this course participants will

• Understand and be able to demonstrate skills for conducting what are often seen as ‘difficult’ conversations.
• Understand the role of Performance Management in driving organizational objectives
• Understand the principles and the psychology of motivation
• Understand the importance of KPI’s in delivering specific of performance outcomes
• Understand how to set up the Performance Appraisal process
• Be able to effectively conduct a Performance Appraisal feedback/reporting session to staff
• Understand the value of Performance Coaching in lifting performance
• Understand and will have practiced the GROW coaching process
• Understand how to develop a performance coaching plan
• Be able to help staff develop a Personal Development Plan relayed to performance improvement and achieving KPI’s

• This two-day, highly interactive course will give participants a thorough understanding of how to manage – and lift – performance in their staff. The elements of coaching, motivating, building and supporting a performance culture will be key elements in this presentation

The objectives of the programme are to build skills and knowledge in and around:

• Introduction to business writing
• Why we need to write effectively
• Avoiding the common errors and pitfalls in written communication
• Writing effective emails
• Writing CVs and Resumes
• Writing proposals

• Those attending this programme will have gained sufficient knowledge to write more effectively within a business environment whether that is government, non-profit, private organizations large or small. Delegates are required to bring a laptop to this course to complete the exercises and activities of the programme

• The role of the Manager
• Interpersonal skills for Managers
• Recognizing and honouring and working with a difference
• Identifying and working personality types through the Myers Briggs Type Indicator
• Understanding and working with interpersonal flexibility

• The programme will emphasize the skills required as a front-line manager with a visionary route provided for emerging leaders; as such participants will be given activities based on the learning of each day. Following attendance delegates will receive weekly emails with tips and reminders for 52 weeks