CUSTOMER SERVICE IMPROVEMENT
o The importance of Customer Service
o Identifying customer needs
o Presenting a consistent face to the customer
o Building Customer Loyalty
o Creating an organizational culture of customer service
EFFECTIVE COMMUNICATION
o Conceptual framework of interpersonal communication
o Communication styles
o Principles of verbal and written communication in the workplace
o Planning, executing and implementing an effective message
o Communicating with challenging personalities
DEALING WITH CONFLICT IN THE WORKPLACE
o Types and causes of conflict
o Personal motivators and conflict
o Strategies for managing conflict
o Confronting conflict
o Resolving conflict through communication and behaviour
o The importance of attitude and feedback
LEADERSHIP
o Concept of leadership
o Leadership and emotional intelligence
o Leadership and organisational performance
o Sources of leadership influence
o Leadership style within the context of organisational structure
o Understand leadership styles and capitalize on individual strengths
o Some dimensions of leadership responsibilities: Motivating others & Communicating effectively
o Meeting checklist and accountability
IMPROVING TEAM EFFECTIVENESS AND PERFORMANCE
o Leveraging on team dynamics to work within a team
o Defining team goals
o Team development stages
o Making decisions as a team
o Dealing with conflict within a team
o Communication strategies within a team
MANAGING STRESS IN THE WORKPLACE
o Concept of stress in the work place
o Identifying causes of stress in the workplace
o Behaviour styles and stress management
o Managing time and priorities
o Attitudes, activities, and behaviours for managing stress
o Communicating obstacles and solutions
PROBLEM SOLVING
o Understanding problem solving
o Identifying and defining the problem
o Analyzing the problem
o Developing criteria for the solution
o Generating decision variables
o Enhancing cooperation and limiting competition
o Selecting the best solution
o Implementing the solution
o Evaluation of solution
o Some objective tools in decision making
o Decision Matrix
TIME MANAGEMENT
o The importance of planning
o Prioritizing for high payoff
o Understanding the value of your time
o Establish time management processes and deal with interruptions
o Write and stay accountable to goals
o Develop a time management plan
o Time Management Matrix
ACHIEVING ORGANIZATIONAL GOALS
o Understanding performance management and its role in achieving organizational goals
o Design and implement a plan for performance management
o Communicating organizational goals
o Understanding the role of compensation and motivation
o Providing effective feedback and communication
DECISION MAKING
o Decision making and management function with respect to organisational performance
o Conceptual framework of decision making process
o Factors influencing decision making
o Decision making techniques
o Optimizing decision making process under different conditions
- → Certainty
- → Uncertainty
- → Risk
CONDUCTING EFFECTIVE MEETINGS
o Establishing a baseline for productive meetings
o Determine meeting goals and objectives
o Creating the agenda
o Identify and define roles
o Meeting ground rules
o Creating engaged participants
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