Our Courses
This course will expose candidates to current principles and concepts of leadership.
Candidates will learn
- how to motivate and develop teams to continuously improve performance whilst growing their own skills in dealing with difficult situations decisively.
- An awareness of current theory and practice combined with practical exercises during the course will build confidence in leadership style.
The candidates will be led through a process of self analysis and examination of their own leadership styles and the leadership roles that they play in their various organizations. Candidates will leave equipped with the skills to tackle the leadership role head on.
This course is aimed at developing service skills, including tackling the more difficult situations – where we need to respectfully say no to our customers or when something has gone wrong in the service chain and we need to turn around an angry, complaining customer.
This course helps candidates to understand the importance of their role and develop essential skills required to deliver service excellence i.e. service which not only satisfies, but have customers emotionally aligned to the organization.
The objective, therefore, is to provide a practical framework for learning and applying vital techniques and skills to effectively and efficiently execute their duties towards the internal and external customers which will help to increase productivity, customer retention and service excellence
In our rapid changing world, there are few guarantees in the workplace today; however change is one of them. We live in a world where “business as usual” is change. Cost reduction exercises, new initiatives, technology improvements, staying ahead of the competition – these things come together to drive ongoing changes to the way we work and to survive successfully. We therefore, must learn to embrace change; and become agents of change.
This course aims to provide candidates with the skills and techniques to understand why Soft Skills matters, Making sure their Hard Skills shine. Employees that have great work ethic and encourages his colleagues is the one who will, most likely, excel in his position and organization.
This course focuses on the candidates’ work ethic, attitude, communication skills, emotional intelligence, and other personal attributes that are soft skills, which is crucial for career success. Soft skills are increasingly becoming the hard skills of today’s work force. It’s not enough to be highly trained in technical skills, without developing the softer, interpersonal and relationship-building skills that help people to communicate and collaborate effectively.
This course covers how to build time management techniques into daily work routines so that time management problems can be recognized, tackled and staying in control of the working day. Candidates will be able to plan and prioritize each day’s activities in a more efficient, productive manner; overcome procrastination quickly and easily; Handle crisis effectively and quickly; Organize their workspace and workflow to make better use of time; Delegate more efficiently; Plan meeting more appropriately and effectively. The working day will be less stressful, more productive, and much more satisfying.
This course focuses on the difference between roles and guidance to ensure high performance within the organization. Coaching allows for relationship building and goals setting. A distinct advantage of good coaching is that it fosters a great working relationship with employees through understanding them and strategic goal setting.
This course focuses on adopting a practical approach to mentoring within the organization providing an opportunity for a mentor and his/her mentee to work together. Mentors and mentees will learn about each other; and how to work effectively together to achieve the organizational goals.
This course focuses on improving communication skills and overcome communication barriers by understanding the styles of behavior and various ways of communication. By learning the art of active listening many will be able to solve problems through communication and how to communicate in groups – from planning to presenting.
This course focuses on developing high-performance teamwork. Employees and team leaders will realize that by working together they will achieve their team goals, learn to assume responsibility and accountability. They will be able to handle challenges through team communication, create mutual trust, support, and collaboration.
This course will help candidates to understand how conflict can be positive and will introduce them to tools and techniques that will assist them to effectively deal with conflict situations. Upon course completion, candidates will be able to:
- Identify causes of conflict
- Identify stages of conflict
- Describe how diversity and differences can be harnessed
- Demonstrate strategies that avoid escalation of conflict
- Demonstrate techniques to show empathy and rapport
- Problem solve quickly and effectively
- Handle customer complaints appropriately
- Negotiate a successful outcome
This interactive course is designed to build confidence by providing candidates with the knowledge and skills to effectively plan and deliver professional presentations. We cover areas including understanding the audience; controlling nerves and effective voice control to maximize presentation effectiveness. At the end of the training course, candidates will be able to:
- Prepare strategic presentations
- Understand the steps to follow in preparing a presentation
- Grasp the various methods of giving a presentation
- Understand how to start a good presentation
- Effectively structure a presentation
- Understand the importance of body language in delivering an effective presentation
- Know the body language indicators which promote good presentation technique
- Understand the importance of vocal delivery in giving presentations
- Be able to handle questions from the audience
Making a call is often the first interaction that a customer has with your business, How that call is answered can leave with good or poor lasting impressions. This course will provide candidates with the knowledge and skills they need to ensure that when your customer calls they have a positive and pleasant experience and the call is handled effectively. Upon course completion, candidates will be able to:
- Describe the skills needed to communicate effectively over the phone
- Demonstrate good telephone manners
- Accurately identify the nature of the call
- Take accurate messages
- Leave effective messages
- Deal effectively with difficult customers
- Make effective outgoing calls
It is important that managers can find ways to increase the productivity of their team. Effective appraisal gives the opportunity to review past performance, discuss, and agree future performance targets and to plan training and coaching needs. At the same time it offers the employee the opportunity of discussing their performance and ideas on how they can achieve future objectives. They feel that the process is being done with them, not to them. An appraisal, if done correctly, is the best opportunity to motivate, encourage, coach and improve productivity in the individuals, in the team. At the end of the training course, candidates will be able to:
- Understand the purpose and benefits of performance, for both appraiser and appraisee
- Appreciate the consequences of delivering a poor appraisal process
- Understand the skills and qualities required of the effective appraiser and self assess own strengths and development areas
- Define what the annual appraisal interview covers
- Appreciate the challenges of getting across ‘pictures’ of performance levels to the appraisee, particularly when dealing with qualitative standards
- Effectively prepare for the appraisal interview
- Develop their listening skills
- Appreciate the range of development opportunities for the appraisee, in addition to training courses
- Undertake an appraisal interview
Deal effectively with more challenging appraisees
- Introduction To Management
This course is designed for candidates who is or will be making the transition from technician to supervisory management by providing the skills and technique for building confidence as a supervisor, and recognizing the difference between line staff and supervisory management.
It seeks to assist new supervisor and managers in identifying their roles, responsibilities and classify them into easily achievable stages of development; to approach their new role with confidence.
- Supervisory Management
This course will equip candidates with proven supervisory techniques that they can put into action immediately. The skills savvy supervisors use to plan, organize, communicate and monitor will become part of their toolkit to effectively manage everyday interactions with greater ease. Upon course completion candidates will be able to:
Understand the management skills needed to succeed in a rapidly changing environment
• Learn to plan, organize, coordinate, communicate and monitor
• Learn skills in giving constructive criticism
• Learn techniques to help them cope with difficult employees
• Use delegation for effective employee development, time management and motivation
• Increase job satisfaction and work output through coaching
- Advance Supervisory Management
This advanced level course provides the effective framework for continuous development of managers and supervisors. It is geared primarily to enhance high-level individual performance and to engage managers and supervisors in assisting their team to maximize performance. The course covers skills that enable them to manage their time, solve problems, plan strategically, and communicate with their team in a more effective manner.
Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize behaviors, moods, and impulses, and to manage them best according to the situation. This course provides the tools needed to recognized and use emotional intelligence in managing change, communicate with others effectively, solve problems, and use humor to build rapport in tense situations.
This course is designed to help candidates in the following ways:
- Define and practice self management, self awareness, self regulation, self motivation and Empathy;
- Understand, use and manage their emotions; Verbally communicate with others; Successfully communicate with others in a non-verbal manner;
- Identify the benefits of emotional intelligence; Relate emotional intelligence to the workplace; Balance optimism and pessimism;
Effectively influence others.
This training course will teach candidates to understand the critical thinking process and how it relates to problem solving; they will learn how to recognize the value of data collection and analysis when it comes to problem solving and how to use tools such as brainstorming and mind mapping to come up with the best possible solutions. Upon course completion candidates will be able:
- To recognize problems and gain the qualities needed to become a problem solver
- How to assess risk and understand the impact it has on their decision making
- How to generate solutions and search through the alternatives to choose the right one
- How to plan and implement solutions and evaluate results
- How to considerthe likelihood that each option has in terms of you being able to achieve the goals that you want regarding the solution, narrow down the choices, remember, no problem solution is perfect and all will have drawbacks, revise the solution if it does not work the way you want it to work.
- Examine all options and decided on one that seems to accomplish the goals, minimizes the costs, and continue to examine the chosen solution and the degree to which it is “solving” the problem.
CPD helps business professionals learn in a structured and practical format that boost their overall skills and knowledge. It also helps then to ascertain knowledge and skills they need to obtain within a short time period, so the improvement can be recognizable.