Training Topics

SAMPLE OF CUSTOMISED CLASSROOM TRAINING SESSIONS CONDUCTED

    •  SERVICE EXCELLENCE

Define service excellence, map the customer’s journey, dissect service encounters at key touchpoints and establish standards for interactions to ensure a delighted customer. Role play exercises are always included.

Duration:     4 hours

Maximum number  per session:     20

 

  • COMMUNICATION: BEHIND THE MESSAGE (Part 1 and Part 2) 

To make participants think about communication in a way they may not previously have, and debunk the myth that effective communication is mainly about choosing the right words, and body language.  Rather, if we examine the underlying factors which cause a message to be communicated in a particular way, it is likely to be received differently.  The dynamics in the background of conversations is the focus of this session

Duration:     2 x 3 hours (not done on same day)

Maximum number of attendees per session:     20

  

    • LEADERSHIP AND MOTIVATION

How persons in leadership positions can create a culture an environment in which employees feel motivated to deliver their best work every day.

Duration:     4 hours

Maximum number of attendees per session:     16

 

    • PERFORMANCE MANAGEMENT: AN INTRODUCTION

To introduce a Performance Management cycle to help contextualize the leader’s role and provide a framework to help leaders structure the way employees are managed, to achieve better results.

Duration:     3 hours

Maximum number of attendees per session:     20

 

    •  TRAIN-THE-TRAINER: ABRIDGED VERSION (Part 1 and Part 2)

To equip employees with the basic skills needed to complete the four stages of the training cycle.  The workshop includes each participant doing a practical demonstration of performing one-on-one training on the job, targeted to be 15 minutes, to illustrate that training can be done in small chunks and still teach an employee a new skill and let them acquire knowledge, as well as to put theory into practice.

Duration:     Part 1 – 5 hours (theory) plus Part 2 – for practical (done in smaller groups, not on same day)

Maximum number of attendees per session:     15