training                         Employee Training and Development Courses to Enhance Skills

We have numerous dynamic employee training and development 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. 

Becoming an Information Assistant: From Secretary, Personal or Executive Assistant

OVERALL OBJECTIVE

The Becoming an Information Assistant Workshop aims to equip participants with the skills to 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.

OUTCOMES

The participants will be able to:

  Understand the business context
  Recognize the required changing role of the secretary or assistant
  Be aware of what information literacy entails
  Identify, use and assess relevant sources
  Analyze, interpret and utilize information effectively so as to assist with the optimum
    organizing of their customers' work life and decision-making processes
  Repackage information for ease of use
  Design, deliver and evaluate an information assistant assignment
  Be empowered to meet the needs of customers

CONTENT

  Introduction to Being an Information Assistant
      How the secretary/assistant role has changed
      Understand the organization and the business context in which you operate
      Understand your customers' needs
      Steps in the information retrieval process
      What it takes to find information effectively

  Locate, Select, and Evaluate Information Sources
      Innovative retrieval searching techniques that could be used to find relevant information
      Identify and utilize resources - direct and indirect print and electronic
      Explore all available sources
      Investigate and evaluate sources against set criteria
      Enhance online searching skills
             Boolean operators
             Searching phrases
             Truncation
             Wild card symbols
             Proximity

  Evaluate, Synthesize, and Utilize Information
      Investigate and evaluate information against set criteria
      Integrate information within a framework
      Innovative application of information

  Plan, Design, and Deliver an Information Assistant Service
      Framework for delivery methods
      Branding and repackaging
      Design, implement and evaluate an information assistant assignment
      Improve communication and interpersonal skills

  You as the Service Provider
      Promote your skills
      Fulfil the role of an info-assistant
      Assist with information management
      Evaluate your information assistant service

Becoming an Information Assistant

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OVERALL OBJECTIVE

The Business Professionalism: Projecting a Positive Image Workshop aims to equip participants with the understanding and skills to 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.

OUTCOMES

The participants will be able to:

  market oneself
  make a positive impact
  utilize written media to further enhance image
  understand the importance of professionalism
  respond constructively to different business situations
  assess personal impact in different work settings in terms of
      verbal and vocal skills, as well as
      behavior, body language and appearance
  increase understanding about themselves and communicate and relate more effectively
  adopt a business-like, professional approach with confidence so as to make an impact in
    alignment with the organization and its culture

CONTENT

  Influences on your projected image
  What kind of impact do you make
      First impressions
      T-shirt messages
      Increased understanding of oneself and how you are perceived
  Cornerstone tools for optimizing image
      What you say (words)
      What you sound like (voice)
      What you look like (behavior, dress)
      dealing with different situations (formal, informal and other settings)
        (Awareness around written communication's impact on image will be raised throughout
        this section)
  How to use listening to improve image (may be moved to second session)
  Personal strategy
  Marketing yourself as your own best product
  interacting effectively with customers (and colleagues)
      Assertiveness skills
      Handling conflict effectively
      Dealing with diversity in people and situations
      Handling the fine line between friendship and business in relationships
  Making sure your own personal drivers impact your professionalism positively

Further areas of Professionalism available to develop:

  Presentation skills
  Business writing skills
  Dining out with clients
  Telephone techniques
  Handling difficult customers
  Handling negotiations professionally

Business Professionalism: Projecting a Positive Image 

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Business Writing Skills

OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

  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

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Career Development

OVERALL OBJECTIVE

The Career Development work session aims to assist participants to understand tools and approaches available for career and skills development. Learn how to create a 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.

OUTCOMES

Participants will be able to:

  prioritize
  gain self-insight
  scan the environment
  set life and career goals
  create personal development plans
  take ownership of their own development
  assess all the relevant information and make plans accordingly
  plan adaptation of competencies to meet changing business needs
  market themselves as "Me and Co", that is, as their own best product
  understand tools and approaches available for career and skills development

CONTENT

  Focus on the Environment
         Understand the changing world of work
         What does the future job market hold?
         Achieve career resilience

  Focus on the Organization
         Gain a clearer insight of the corporate world
         Understand the changing workplace
         Determine the organization's strategy
         Establish the organization's competency requirements
         Plot potential career paths
         What is a jobless company?

  Focus on the Individual
         Gain self-insight
                What stage of career planning are you in?
                Define your ideal job
                Learn from past experiences
                Determine your career anchors
                Identify preferred job characteristics
                Determine your preferred learning style and pace
                Gain self-insight into individual work characteristics
                Establish support roles required and who can fulfil them
                Assess your level of competency
                Establish competencies that need to be developed
                Confront personal barriers
         Define career goals
                Have a clearer perspective about what you want
                Define career success for yourself
                Determine your career-life needs
                Set personal life-work goals
         Manage your career
                Create a strategic career plan
                Create a life plan, development plan, performance plan, marketing plan
                Action for a balanced lifestyle

Career Development

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Communication Skills

OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

  A communication model
      Definition
      Modes
      Medium
      Process
  Background components that impact on communications
  Elements of communication
      Words
      Voice
      Behavior
      Active listening
      The communication process
  Congruency
  Different people and different situations
      Communication styles
      Pressure situations
      Difficult people
  Handling Feedback
      Giving
      Receiving
  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

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Conflict to Collaboration Skills For Employees

OVERALL OBJECTIVE

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.

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
    situation

CONTENT

  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

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Creative Problem Solving

OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

Alignment

  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

Decision-Making

  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

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Critical Thinking Skills

OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

Understanding Critical Thinking

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

Techniques

  Critical Thinking Techniques
      Deductive and inductive reasoning
      Comparisons
      Mind mapping
      Critiquing

Application

  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

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Customer Service that Makes the Difference

OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

Our Strategy

  Our Service
        Definition
      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

Ourselves

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

Customer Service that Makes the Difference

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OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

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

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Empower for Change

OVERALL OBJECTIVE

The Empower for Change Workshop aims to equip you with the skills 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.

OUTCOMES

You, as a participant will be able to:

  plan your change experience
  understand the changing environment
  align your needs and goals to these changes
  anticipate how you will respond during the change
  work on internal and external constraints to success
  proactively take steps to ensure positive sustainable results

CONTENT

  Need for Change
         Understand the environment
         Paradigm shifts
         Necessity of alignment
         Proactive positioning

  Obstacles to Change
         Concerns
         Stop signs in your life
         Making personal transitions
         Getting crushed by change
         External constraints

  Strategies for Empowered Change
         Characteristics of winners
         Fast forward adapting
         Making choices
         Creating a vision
         Making it happen

Empower for Change

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Ethics Training

OVERALL OBJECTIVE

The Ethics Training Workshop aims to equip participants with the understanding and knowledge to navigate through the ethical landscape at work and make decisions and take actions that fall within the required ethical parameters.

OUTCOMES

Participants will be able to:

  Create an ethics plan
  Define an ethical stance
  Establish ethical parameters
  Motivate the ethics of decisions
  Identify individual accountability
  Understand the roles played in ethics
  Navigate the boundary of sound ethics
  Translate ethics into desirable behaviors

CONTENT

Defining Ethics

  Role players
  Influence
  Cultural impact
  The focus is behaviors

Real World Display

  Areas of application
  Policy protection
  Case studies

Ethical Questions

  System
  Individual
  Management
  Organization

Ethical Dilemmas

  Grey areas
  Decision-making

Action Plan

  Individual coaching
  Personal feedback
  Plan

Ethics Training

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Front Desk Skills

OVERALL OBJECTIVE

The Front Desk Skills Workshop aims to equip participants with the skills to ensure the customer receives the best customer care at this interface. Be able to identify and profile customers, adjust communication styles appropriately, retrieve the necessary information or decision, and ensure the customer walks away both satisfied and retained as a customer.

OUTCOMES

Participants will be able to:

  Deal with difficult customers
  Fulfil the task of the director of first impressions
  Retrieve information in order to assist customers
  Enthuse and/or empower customers in interactions
  Make it pleasurable for customers to do business with them
  Set and deliver to front desk best practice performance standards
  Demonstrate effective listening skills, telephone techniques, and electronic communications
  Demonstrate how body language, behavior, and appearance can affect interactions with
    customers

CONTENT

  Start Out on The Journey
         Who are our customers
         The customers' first impressions
         The role of the front desk
         Performance standards for the front desk

  Let's Talk
         Verbal and non-verbal communications
         Behaviors at the front desk
         Cross-cultural communication
         Active listening
         Telephone techniques

  Let's Care
         Create customer profiles
         Understand customer needs
         Understand your behaviours
         Dealing with difficult customers
         Keep the customer in the communication loop

  Let's Deal With It
         Understand the context
         Understand the language
         Mirror the customer
         Use effective interpersonal skills
         Be honest with the customer
         Focus on what you can do
         how to retrieve the information
         Steps in the process

  Continue on the Journey
         Provide resolution
         Ensure follow through
         Evaluate how well you do

Front Desk Skills

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Influencing Skills - Communicating

OVERALL OBJECTIVE

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.

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

CONTENT

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

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Investments: Managing Your Money For the Future

OVERALL OBJECTIVE

The Investment Workshop aims to equip participants 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 – you, your family, and your employees. Gain understanding of investment risk and pension plans such as retirement annuities, 401K or defined benefit plans.

OUTCOMES

The participants will be able to:

  Integrate stakeholder needs
  Identify future financial needs
  Consider different financial tools
  Understand their current investment position
  Read investment material with understanding
  Weigh up the pros and cons of available tools
  Distinguish what is, and is not, acceptable risk
  Understand financial requirements to consider
  Not venture into future investments unprepared
  Take responsibility for their own investment future
  Know what is required to protect their future investments

CONTENT

Retirement

  Understanding the future landscape
  Implications for your planning

Your Financial Needs

  Stakeholders
  Expectations
  Managing the interfaces
  What is important to you
  Plan for financial stability

Your Financial Realities

  Current expenses
  Current income
  Current portfolio
  Short, medium and long-term requirements

Understanding Investment Language

  Distinguish between different investment terminologies
  Understand different investment types
  Distinguish stock market cycles - bull and bear markets
  Understand stock market research, both fundamental and technical (looking at charts)
  Understand basic derivative instruments and how this can affect both risk and return
    expectations
  Look at fundamental examples that impact on financial markets and companies
  Understand and appreciate Risk and Return profiles and how this might affect you

Available Tools to Use

  Understand different investment avenues and classes
  Money management - looking at the facilities offered by banks and savings institutions
  Money market investment returns
  Different avenues of stock market investments that are available
  Pension plans - options available

Asset and Investment Portfolio

  Diversification of assets; deposits, stock market investment, pension, and property
  Balance an equity portfolio between long term investments and short term speculation
  Balance an investment portfolio
  Profile expected returns and dividends

Manage Your Financial Plan

  Know how to talk with confidence to financial advisors
  Take control of your personal financial position
  Balance a personal portfolio properly

Investments: Managing Your Money For the Future

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Managing Your image - Women in a Male Dominated Environment

OVERALL OBJECTIVE

The Managing Your Image – Women in a Male Dominated Environment Workshop aims to equip participants with the understanding and skills to project a positive self-image; with a raised level of awareness around managing one’s image; to learn how to market oneself as one’s own best product and to present oneself so as to make a positive lasting impression. The intervention needs to sensitize the participants to the kind of impact they can make and to maximize on this to the benefit of the individual and the organization.

OUTCOMES

The participants will be able to:

  Brand themselves
  Manage their interfaces
  Position themselves for success

CONTENT

  Understand the Environment
         Success criteria
         Meeting context

  Understand Yourself
         T-shirt message
         Strengths and weaknesses
         Words
         Voice
         Dress
         Work space
         Elevator speech

  Create Your Brand
         Align to your goals
         Establish Me & Co.

  Work Your Interfaces
         Improving interactions
         Mirroring
         Assertiveness
         Meetings
         Conflict
         Written communications
         Fitting in, yet standing out positively
         Socializing

  Take action
         Action plan

Managing Your Image - Woman in a Male Dominated Environment

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Mentorship: Preparing to be a Mentee/Protégé

OVERALL OBJECTIVE

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.

OUTCOMES

By the end of this workshop, the participants will:

  Understand tools and approaches available to assist them in accelerating their
    development
  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

CONTENT

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

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Presentation Skills

OVERALL OBJECTIVE

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!

OUTCOMES

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

CONTENT

Pre-Work:

  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

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

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Sales Training

OVERALL OBJECTIVE

The Sales Training Workshop aims to equip participants with the skills required to adapt to customer needs, build sales relationships, and both capitalize on and maximize sales opportunities.

The need is to see sales as a top priority for everyone in the organization.

OUTCOMES

Participants will be able to:

  sell to gain a competitive advantage
  identify sales opportunities in all customer interfaces
  build customer relationships for sales success
  capitalize on sales opportunities even when not a company's sales person.

CONTENT

The Power of Selling

  Why is it important?
  Defining selling

The Sales Process

  The steps involved
  Ensuring the close
  Marking an initial sale
  Gross-selling and up-selling
  Solving problems

The Timing

  Identifying opportunities
  Adapting to different buying motivators
  Linking benefits to needs
  Assessing readiness

The Prospective Customer

  Identifying needs
  Culture and value
  Respect
  Purchasing decision making

The Style

  Questioning
  Listening
  Feedback
  Mirroring
  Strong vs. subtle
  Building a relationship

The Communication

  The appropriateness of different styles and media
  The points of contact
  The follow-through
  The integrated approach from all areas of the business

The Selling Behaviors

Sales Training

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Stress Management

OVERALL OBJECTIVE

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.

OUTCOMES

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

CONTENT

  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

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Time Management

OVERALL OBJECTIVE

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
    projects

CONTENT

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

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High Impact
Results Driven Services

Consulting

Human Resource Management

Organizational Culture

Needs Assessment

Strategic Planning

Team Building

Coaching

Career Coaching - Moving to a New Job

Coaching for Continuous Improvement

Executive Coaching

Training

Employee Development Training

HR Management Training

Leadership Development Training

Speaking