Specific, Practical, Objective and Timely (In-House Training)

Managing Your Time
Focuses on practical ways to manage your time more effectively thereby improving productivity.

The objectives of the workshop are to ensure participants:
• Examine typical time wasters and reasons for improper time management.
• Better understand why time management is important for effectiveness.
• Have practical steps to help participants manage their time more effectively.
• Better understand the importance of and some methods of better planning.
• Learn when and how to say “No”.

Participants will leave with a better understanding of habits they need to develop in order to improve their productivity.

Delegation of Work Assignments
Demonstrates how to give and receive work assignments for better results.
This is a very important for managers and supervisors to become more effective on the job coaches.

The objectives of the workshop are to ensure participants:
• Examine the challenges experienced when receiving and giving assignments and why they occur.

• Have practical steps to ensure complete understanding of expectations when giving or receiving assignments e.g. what questions to ask.

• Appreciate the importance of seeking out additional work assignments for their own growth.

• Can better delegate work assignments because they understand the importance of effective communication.

• Better understand the steps for ensuring assignments given are executed as accurately as possible.

Participants will leave with a better appreciation of the importance of delegation and a practical approach that will help them to delegate more effectively.

Progressive Discipline is not about punishment – it’s about guidance, coaching and support.

Discipline is not meant to be punitive; it is about providing guidance and support to employees to ensure that their conduct and performance on the job meets the company’s expectations.

This session focuses on the role of coaching, with punitive steps being taken as a secondary measure. Elements of the Employment Rights Act as they relate to discipline will be incorporated.

Participants will leave with knowledge of the requirements of the Act and a practical and systematic approach to progressive discipline.

Ideal Administrative Support
Focuses on how administrative employees can provide effective support to both internal and external customers in a changing work environment.

The objectives of the workshop are to ensure participants:
• Better understand the importance of their role to the organisation.

• Identify the skills to be used and the behaviours to be demonstrated.

• Have practical ways to provide outstanding customer service in a changing work environment.

• Are equipped with strategies to help them cope with a changing work environment and adapt a growth mindset.

• Can empower themselves to be an ambassador for their organisation.

Participants will leave with a deeper understanding of their role and with practical tools which can be used immediately.

Extreme Customer Focus
Identifies areas within ourselves that can impact our performance and the service we deliver to customers. It will also help employees see through the eyes of the customer and strive to focus on delivering what customers truly value.

The objectives of the workshop are to ensure participants:
• Understand the importance of customer service to their organisation’s success.
• Understand the benefits and opportunities derived from exceeding customer expectations.
• Understand the dangers of poor service.
• Identify opportunities to improve themselves (attitude opportunity moments).
• Identify “moments of truth” or critical customer touch points.
• Identify customers’ needs through active listening.
• Handle complaints and difficult customers in a positive and effective manner.

Participants will leave with tools to help them understand and identify customer’s needs and deliver exceptional customer service.

Supervisor As Coach
Equips newly promoted supervisors with practical on the job coaching skills to effectively guide their teams.
Often a member of staff is promoted from among his/her peers to become a Supervisor without any specific training to help cope with the new role.

The objectives of the workshop are to ensure participants:
• Better understand their role as a Supervisor, in particular the role as Coach.

• Realistically assess their supervisory/coaching skills as they exist now.

• Have clarity around setting expectations and if appropriate, how to help direct reports meet those expectations.

• Better understand the benefits of on-the-job coaching and agree specific things they will do better as they purposefully coach their direct reports using practical coaching skills taught.

Participants will leave with a deeper understanding of their role as coaches and practical tools which they can use immediately.