training                                    Employee Development Training Courses


We have numerous dynamic employee development training options for you! Whether it is in the skill area of intra-personal, interpersonal, business improvement, managing, or leading, The Sergay Group can customize a  program just for you. We also provide curriculum development.

In addition, we offer numerous Leadership Development Training Courses and HR Management Training Courses

Employee development training courses 

Our Employee Development Training Courses include:
(click on a course below to view workshop objectives, outcomes and content)

Becoming an Information Assistant (from an Executive Assistant, Personal Assistant, or Secretary)    Diversity Awareness 
  Business Professionalism and Etiquette    Empower for Change 
  Business Writing Skills    Front Desk Skills 
  Career Development    Influencing Skills - Communicating 
  Communication Skills    Investments: Managing Your Money For the Future 
  Conflict to Collaboration Skills For Employees    Mentorship: Preparing to be a Mentee/Protégé  
  Creative Problem Solving    Presentation Skills 
Critical Thinking Skills    Stress Management 
  Customer Service that Makes the Difference  Time Management

Becoming an Information Assistant (from an Executive Assistant, Personal Assistant, or Secretary)

Become a greater knowledge resource asset to the organization and create an enhanced career path by understanding more about the organization and about the changing role that can be played by applying information literacy. Learn the skills of sourcing, analyzing, interpreting, utilizing, and repackaging information. 

Business Professionalism and Etiquette

Adopt a business-like professional approach with confidence, so as to make an impact in alignment with the organization and its culture. Be able to assess personal impact in terms of verbal skills, vocal skills, behavior, and appearance. Focus on skills to develop, project and manage a professional image. 

Business Writing Skills


Be equipped to communicate professionally through every written communication with the Business Writing Skills Workshop. Produce documentation for maximum effect with branding, positioning, and marketing. Improve the writing on all business documentation.


Participants will be able to:

  understand and make use of tools and approaches to assist in the written presentation
    of facts, ideas and opinions
  write business communications that have the desired impact on different target audiences
  empower decision-making with their written communication
  understand what professional documentation look like
  improve all their business documentation
  reproduce professional documentation


  Move towards a strategic orientation in your business writing correspondence 
      Strategically frame the issues
      "Message" the issues appropriately for different audiences
      Challenge the existing way of interfacing with customers or stakeholders so as to
        enhance the results achieved with written communications
      Understand your audience and reasons for writing
  Structure your business correspondence 
      Create a strategic blueprint for preparation and delivery
      Pre-determine master formats to be utilized for written communications
      Choose layout and style
  Brush up on your business English skills 
      Understand the difference between written and spoken language
      Distinguish between literal versus figurative language
      Learn about the protocols of business English
      Improve grammar and spelling
      Extend your vocabulary
  Employ effective written communications
      letters, memos, minutes, reports, CV's, e-mails, faxes, agendas and filling in forms
      Project a positive image through written communication

Business Writing Skills.pdf

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Career Development

Understand tools and approaches available for career and skills development. Learn how to create your personal development plan that is aligned to current work needs and future career needs, as well as the organization's needs. Gain techniques to market yourself as "Me & Co." - your own best product. 

Communication Skills


The Communication Skills Workshop aims to equip participants with the sensitivity of what constitutes communication and how to handle one-on-one interpersonal communications in the most effective manner while using a personal style.


Participants will:

  identify and deal with rough edges
  send congruent clear communications
  give and receive feedback appropriately
  communicate and create more effectively
  apply effective active listening techniques
  understand the process of communication
  gain self confidence when communicating
  appropriately select media of communication
  assess personal impact in terms of communication skills
  actively listen, showing empathy, respect, genuineness and congruence
  be able to effectively utilize their voice, words, appearance and behavior in interactions
  be equipped with the understanding and skills to project a positive self-image through
    communication and effect a positive result through communication


  A communication model
  Background components that impact on communications
  Elements of communication
      Active listening
      The communication process
  Different people and different situations
      Communication styles
      Pressure situations
      Difficult people
  Handling Feedback
  Fixing damaged communications

Please note:

The content is geared to the level of the participants and is modularized so that any aspect of communication can be addressed and it can be easily linked with influencing, negotiating, interpersonal skills, performance management, and business writing.

Communication Skills.pdf

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Conflict to Collaboration Skills For Employees


The Conflict to Collaboration Skills Workshop aims to ensure that participants are equipped to effectively deal with different conflict situations and be able to deal with their own conflict issues and styles. Learn to turn conflict into collaboration so that potentially negative impacts emerge as positive outcomes.


Participants will be able to:

  identify the sources of conflict
  understand the nature of conflict
  assess their own style in handling conflict
  understand systems theory and group cohesion
  turn destructive conflict into constructive collaboration while participating in the conflict


  Intra-personal, interpersonal, team, and organizational conflict
  Dealing with conflict assumptions
  A personal definition of conflict
  Diagnosing conflict situations
  Conflict situations and styles
  Managing conflict
  The "how to" in conflict resolution

Conflict to Collaboration Skills for Employees.pdf

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Creative Problem Solving


The Creative Problem Solving Workshop aims to equip participants with the skills required to apply creative problem solving strategies to ensure that the outcomes are aligned to the organizational strategy and objectives. Participants will learn how to master the problem-solving techniques.


By the end of the intervention, participants will:

  have the capability to solve problems and make decisions
  be able to apply a simple, flexible and effective framework for problem solving
  be able to effectively implement different problem solving and decision-making techniques
    and select the appropriate method for different situations



  From Vision to Action
  Stakeholders (Mind Map)
  Stakeholder Expectations
  Understanding the Context

Problem Solving

  Techniques For Different Problems
  Ways to Reach Alternative Solutions
  Ways to Think Fully through Solutions
  How to Facilitate a Team in Problem Solving


  How to Make Decisions
  Techniques to Use for Decision-Making
  Implications of Decisions for Implementation

Putting into Action

  Competency Checklist
  My Commitments

Creative Problem Solving.pdf

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Critical Thinking Skills


The Critical Thinking Skills Workshop aims to equip participants with the ability to look beyond the obvious, and employ different critical thinking skills to different situations for enhanced results.


Participants will be able to:

  Understand what critical thinking entails
  Assess their own critical thinking skills
  Utilize critical thinking techniques so as to
      Analyze data, problems, and situations
      Challenge their own and other's assumptions to get to the heart of the problem
        presenting itself


Understanding Critical Thinking

  A Critical Thinking Framework
      What is involved in Critical Thinking
      What to apply Critical Thinking to


  Critical Thinking Techniques
      Deductive and inductive reasoning
      Mind mapping


  Critical Thinking Practise
      Assumptions that I base my thinking on
      Formulating questions
  Action Plan for Application of Critical Thinking to Situations

Critical Thinking Agility

  A View of My Critical Thinking Skills: Behavioral self-assessment

 Critical Thinking Skills.pdf

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Customer Service that Makes the Difference


The Customer Service that Makes the Difference Workshop, aims to ensure that participants learn how to offer a comprehensive, relevant and efficient customer service by proactively determining customer needs and servicing them appropriately, diagnosing the customer service transaction, and improving customer service.


Participants will be able to:

  offer a comprehensive, relevant and efficient customer service
  determine customer needs and service them appropriately
  turn difficult enquiries or problems into positive outcomes
  devise and apply workable customer service strategies
  proactively provide desired customer results
  ensure good service leads to further sales
  improve customer service


Our Strategy

  Our Service
      Components of the service
      Stakeholders' service expectations
  The risks of Poor Customer Service or Inquiry Resolution
  Our Strategic Customer Service Plan

Our Customer

  Who is the Customer?
  What Does the Customer Need?
  Customer Relations
Best practice checklist
      Problem customers or situations

Our Service

  Service Delivery Process
  Our Customer Service Standards
Setting them
      Meeting them
      Evaluating our delivery of them

Our Products

  What Products/Services are Available?
  Linking Products/Services to Needs


  Our Roles
Key customer service skills
      Product knowledge skills
      Related selling skills
      Job process skills
  Face-to-face, telephone, e-mail
  Assignment: Taking Your Service to the Next Level

 Customer Service that Makes the Difference.pdf

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Diversity Awareness


The Managing Diversity Workshop aims to increase awareness and buy-in from a personal and business case point of view - on one level to motivate managers and on another level to empower staff. The additional component is to provide managers with the skills to manage the diversity required. The objective of the intervention is to ensure that participants contribute constructively to, encourage, and value the cultural diversity in the workplace.


By the end of the intervention, participants will be empowered to:

  co-operate in effecting change regarding diversity
  appreciate the strategic business thrust to diversity
  demonstrate individual awareness regarding diversity
  understand prejudice and discrimination and how to break it down
  apply diversity concepts back in the workplace to drive improved work results


Our Strategic View 

  Why the Need for Diversity?
  Our Business Case
      The power game
      Legal parameters
      Equity versus equality
      Our equity objective

Our Worldview 

  My Uniqueness
  My Worldview Components
  Testing My Worldview
  Systemic versus Individual Discrimination
      Hiring and promotion
      Discrimination in management
      Discrimination in teamwork
      Discharge and termination

Dealing with Dynamic Tension 

  Dynamic Tension
  The Cycle of Discrimination
  How to Break the Cycle
      Understanding values
      Value statements
      Values in the organization
      Congruent values to behaviour
      Taking control
      Workplace case study

Planning for Action 

  Leveraging My Diversity
  Resistance to Diversity
  Our Diversity Action Plan
  Planning for Personal Action

Diversity Awareness.pdf

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Empower for Change

Learn how to shape your destiny in alignment with your needs, goals, values, capabilities and the environmental realities you will be facing, identify specific actions to facilitate progress through the change process, and ensure personal effectiveness by empowering yourself for action and the change . 

Front Desk Skills

Learn how to ensure the customer receives the best customer care at this interface. Be able to identify and profile customers, adjust communication's style appropriately, retrieve the necessary information or decision, and ensure the customer walks away both satisfied and retained as a customer. 

Influencing Skills - Communicating


The Communicating to Influence Skills module aims to equip you with the skills to

  create the context for entering into interactions,
  effectively persuade during interactions,
  employ collaborative techniques

so as best to influence actions, ensure collaboration, and sustain results and relationships.

Understand the different circumstances that you may be faced with and how to best influence the processes and the people towards the desired outcomes.


You will learn how to:

  Utilize an inclusive style
  Turn "You" into "I" statements
  Persuade through telling a story
  Prepare to influence and collaborate
  Build trust through appropriate behaviors
  Conduct effective influencing communications
  Work through a collaborative communication process
  Effectively utilize your voice, words, and behavior to influence
  Respond to people with different levels of support or resistance
  Motivate and inspire others regarding ideas, concepts and actions
  Understand the different power bases and where your strength lies


Create a Conducive Context

  Influencing: A Definition
  A Process Model of Influencing
  The "GATE Way" of Influencing Yourself

Techniques to Persuade

  Stages of Influencing
  Telling a Persuasive Story
  Applying Interpersonal Skills
  Turning "You" into "I" Statements
  Voice, Words, Behaviors to Influence

Techniques to Collaborate

  Using Your Power Base
  Influencing Behaviors
  Communicating Through a Collaborative Process
  My Action Plan

Influencing Skills - Communicating.pdf

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Investments: Managing Your Money For the Future

Be equipped with the understanding and skills to navigate through the turbulent world of investing; to PROTECT and GROW your wealth, and REDUCE personal debt. Learn how to plan for your financial future, your family, and your employees. Understanding investment risk is critical. Understanding pension plans such as the 401k or defined benefit plans are useful too. 

Mentorship: Preparing to be a Mentee/Protégé


The Mentorship: Preparing to be a Mentee/Protégé Session aims to equip participants to successfully establish mentoring relationships; to identify life, career, and job performance development needs; and to conduct mentoring conversations so as to ensure optimal value and development assistance with identified development and/or challenge requirements.


By the end of this workshop, the participants will:

  Understand tools and approaches available to assist them in accelerating their
  Increase the effectiveness of their being in a mentoring relationship
  Be able to negotiate a development contract with their mentor
  Clarify norms, expectations, and roles in the Mentor-Mentee/Protégé relationship


The Mentoring Context:

  Where the Term Mentor Comes From
  What is Mentorship
  Roles of a Mentor and a Mentee/Protégé
  What I Want From My Mentor

The Mentoring Conversation:

  Analyze, Interface, Evaluate
  The Development Discussion

The Mentoring Conversation:

  Assess Competence Levels
  Define Career Management and Planning
  Determine Career and Life Needs
      Past Experiences
      Ideal Job
      Does Your Ideal Job...
      This is Your Life
  Establish Fit

The Mentoring Relationship:

  Establish a Mentoring Partner Contract
  Establish a Development Action Plan
Establish the Mentoring Parameters
Establish Progress Measurements
 The Relationship in Perspective

Mentorship - Preparing to be a Mentee or Protege.pdf

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Presentation Skills


The Presentations for a Positive Impact Workshop aims to enhance the professional impression you make on others when giving presentations, through your ability to prepare content and a message suitable for a particular audience and then to articulate ideas appropriately, build relationships, and deliver the presentation with the desired impact; utilizing the verbal, vocal and behavioral skills necessary to influence others. Maximize the impact you make!


The participants will learn how to:

  effectively utilize voice, words, and behavior to influence others during presentations
  motivate and inspire others regarding ideas, concepts, and actions
  assess and monitor their presentation strengths and weaknesses
  make use of tools and approaches to improve their presentations
  utilize effective persuasive techniques
  prepare adequately for a presentation
  cope with "glitches" and questions
  handle visual, and electronic aids
  suitably engage an audience
  draw on own strengths
  make a positive impact
  respond to questions
  read an audience
  think on their feet
  build rapport



  Participants to receive helpful guidelines to use
  Bringing a prepared two to three minute example of a presentation they have delivered or
    are planning to deliver. This will be their first prepared presentation filmed in the workshop


  Making presentations that make the difference
      Practicing using a notebook and LCD unit, overhead projector, flip chart, post-its,
        white board, microphone, or podium (any of these that would be appropriate)
Cornerstone tools for professional presentations
      What you look like
      what you sound like
      What you say
 Utilizing both content and delivery for maximum impact
 Planning and preparing for presentations
      Analyzing the audience
      Different techniques to quickly construct presentations
 Applying engaging techniques

Follow through:

  Feedback sheets and personal filmed copies
  Additional mentoring if required (optional)

Learn how to prepare and present professionally. (For a case study click here...)

Presentation Skills.pdf

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Stress Management


The Stress Management Workshop aims to equip participants to understand what stress is, how it impacts them, and how best to reduce and manage their stress levels to improve their quality of life and their performance in the workplace.


Participants will be able to:

  identify and assess their stress levels
  understand what stress is and how it impacts their lives
  implement coping methods to deal with their stress
  identify circumstances beyond their control
  achieve work-life balance
  manage their time better
  know how to relax more
  combat stress


  Establishing your stress levels
  Understanding stress and its potential impact
      What is stress
      Symptoms of stress
      Change as a cause of stress
  Learning methods of coping with stress
      What to do about stress
      Personality considerations
      Identify feelings that evoke stress
      Time management tools
      Relaxation techniques
      Dealing with change
  Taking action to combat stress
      My stress action plan
      Taking back control

Stress Management.pdf

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Time Management


The Time Management work session aims to assist participants to take action in the future to manage their priorities, time, projects, and tasks through being strategically aligned, focused, organized, and connected. The aim is to bring about sustainable behavioural change to make a difference to productivity and personal effectiveness.

Participants will be able to:

  Establish a clear sense of focus
  Strategically align through prioritizing
  Understand what being time efficient means
  Make effective decisions and handle information flow efficiently
  Gain control through personal organization and desk management
  Plan and schedule the necessary time for highly important projects
  Prioritize daily activities/tasks to accomplish their most important work
  Be able to plan for the eradication of internal and external time barriers
  Develop a workable time management plan that can be applied at work
  Identify key people with whom they need to interact and thereby time manage
  Delegate with confidence and track delegations with greater ease and success
  Develop effective techniques for planning and achieving short and long term goals
  Explore and clarify what information is needed to draw up a time management plan
  Be able to monitor own time management and adjust the project management plan
    as required
  Use flow charts and/or concept mapping techniques to effectively design and manage


Get Focused

  Set short and long term goals
  Plan how to achieve these goals
  Sift through and handle information flow efficiently
  How to Establish Needs
  How to Establish Expectations
  How to prioritize to accomplish your most important work
  How to handle time barriers and possible solutions
  How to handle yourself and determine your best time

Get Organized

  How to manage your time
  How to use lists and schedules
  How to handle paperwork
  How to handle interruptions
  How to handle the internet and emails
  How to handle the telephone and voicemail
  Plan and schedule the necessary time for highly important projects
  Delegate with confidence and track delegations
  Gain control through personal organization and desk management
  Use creativity and concept-mapping techniques to effectively design and manage projects

Get Connected

  Plan and execute productive meetings
  How to deal with interruptions
  Achieve balance in the key areas of your life
  Improve the customer interface and service

Get Going

  Take back control
  Eradicate time wasters
  How to make effective decisions
  Use paper-based tools or e-tools
  Create a time management plan

Time Management.pdf

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Our approach:

Our Employee Development Training Courses propel performance improvement and business results.

Workshops are conducted in a modular format and based on selected competencies.

Options can range from an hour talk to half day, one day to five days, or a long-term development program.

We work in close partnership with you to ensure you receive the appropriate training. Our handouts, guides and working manuals are extensive.

Janine is a very good teacher. She has made difficult tasks easy to do. 
Steve Lovelace, Edward Jones 

The teacher was superlative! Very engaging, energetic, and interesting. 
Sherry Balice, PepsiAmericas, Inc 

More testimonials...

Call The Sergay Group to schedule a free, no obligation consultation to discuss your Employee Development Training Course needs.

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