Programme
In this one-day workshop, you will discover more about yourself and your leadership style. You will look within yourself and connect with your purpose and beliefs. You can then present a clear, strong persona to those with whom you work. This will set and example for others to emulate and connect with each other in ways that engages and inspires.
Part 1 – What does it mean to be an authentic leader?
- Leading at the Meta, Macro and Micro levels
- Understanding the ‘Problem Space’ of leadership: Self, System, Goal, Others
- How personal and organisational alignment lead to authenticity
Part 2 – Mastery of Self
- Creating a personal and organisational vision
- Turning vision into action
- Becoming congruent: aligning one’s personal identity, mission, beliefs, values, capabilities, behaviour and environment to achieve internal strength and communicate integrity
Part 3 – Mastery of Communication
- Understanding the difference between ‘messages’ and ‘meta messages’
- Transforming and communicating beliefs to motivate oneself and others
- Describing how to get from where you are to where you want to be
- Reading others accurately to foster understanding and build respect and appreciation
Part 4 – Mastery of Relationship
- Taking multiple perspectives
- Managing internal states of oneself and others
- Pacing and leading to build rapport and create desired outcomes
- Recognizing positive intention in others
Part 5 – Moving Forward
- Drawing up a personal strategy for moving
Programme
This 1-day workshop will help you revitalize the relationships that affect the quality of your work and efficiency of your organization. Going beyond strategies for influencing people’s behavior, we provide a process for creating clear communications, effective collaboration and relationships that achieve results.
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Programme
DAY 1: DELIGHT The Internal Customer
The internal environment is one major area often overlooked in customer service improvement training. Start improving your internal customer services and watch in amazement how your external customers are DELIGHT-ed as a result.
DAY 1 Objectives:
- Relationship between internal & external client services.
- Identify the “moments of truth” in relationship.
- Keys to strong internal relationships.
- Utilize a range of communication styles.
- Acquire the principles of clear feedback.
- Implement non-monetary reward for performance.
- Influence change in behaviour.
DAY 1 Brief Program Outline:
Define goals
- Who is your internal customer?
- The goal of internal relationship management?
- Causes of poor service
- Create a vision of internal customer values
Empower staff
- Teach tools for gathering staff ideas and creativity
- Encourage the ‘silly idea’.
- Identify customer ‘moments of truth’.
Listen Fully
- Four styles of communication with staff
- Expectation of staff – match your style to the goal.
Integrate processes
- The Seven sins of internal service.
- Activity analysis – focus on customer priorities.
- Measure performance, Create clear expectations
- Explore barriers to success
Highlight achievements
- The power of positive feedback
- Rewards which do not cost the company
- The individual or the team?
Tackle problems as a team
- Confront poor performance
- Resolve conflict
- Use a toolkit of team problem-solving methods.
DAY 2: AMUSE The External Customer
We will explore the keys to delivering outstanding services consistently to your external customers. You will acquire tools and techniques in relational skills to cultivate strong relationships with your customers.
Day 2 Objectives:
- Identify key client relationships
- Deliver services that meet client’s expectations
- Acquire key attitudes that maintain positive relationships
- Communicate clearly and helpfully with customers.
- Respond masterfully to complains or upset customer.
DAY 2 Brief Program Outline:
Setting the Benchmark
- Who are your external Clients and Customers?
- What do clients want?
- Research - ingredients of customer satisfaction.
- Setting goals for your organization.
Creating customer friendly policies
- The Can-Do Attitude
- Tools for creating a customer-friendly organization
Communicating with your Customer
- Use your EARS
- Answering the telephone
- Email skills
- Keeping promises
When people are not satisfied
- Handing complaints
- Handling anger
- The place of apology
Putting it all into action
- Case study practice
- Writing a vision
- Relationship management checklist
Programme
In this 1-day workshop, you will acquire powerful NLP techniques that can be used in your daily communication. Topics include:-
The Secret of Master Communicators:-
• What is this thing called NLP?
• How NLP gives you great people skills
• THE SECRET: unlocking the combination to another person’s vault
The Vault’s Combination:-
• Representational systems: what influences another person
• Metaprograms: what motivates another person
• Frames: what changes another person’s perception
Uncovering Another Person’s Combination:-
• Calibrating: how to speed read people
• What you can learn from watching another’s eyes
• How questions reveal combinations
Opening The Vault & Influencing:-
• Winning people over with the magic of rapport
• Creating agreement and trust with mirroring
• Overcoming objections and resistance with framing
Programme
Based on on-going research and professional field experience, this exciting and interactive 1-day workshop will help the leader gain better insights into human emotions and psychology. Videos, exercises, discussions, self-assessment and skill-practice sessions are wrapped around interactive lectures. The day will break up into 3 parts:
PART 1: PREVENTION - Help one prevent the development or expression of unnecessary anger
• How to become less angry?
• Sorting out all the “anger invitations”
PART 2: CONTAINMENT – Promote moderate expression of anger, containing excessive ventilation of angry thoughts and aggressive behaviours.
• How to express anger in situations that seem reasonable
• How to express anger without losing control?
• How to tell others about your anger without losing your cool?
• The Two Therapeutic Modalities – Ventilation & Anger Management
PART 3: RESOLUTION – Apply four therapeutic models of behaviour, cognition, affect and spirituality
• Use anger for problem solving
• Gain behaviour coping skills
• Apply cognitive intervention skills
• Additional skills – substitute positive activities, improve communication, social skills, humour
• Reduce anger with relaxation skills
Programme
Effective interviewing is a skill that must be learned by special training and the experience that comes from constant practice. Experience cannot be taught, but training in the basic concepts of the proper way to conduct an interview is an invaluable start. Anything that can be learned by “trial and error” can be learned more thoroughly and quickly through systematized study. The following topics will be covered in this one-day workshop:
• Overview
• Legal Rights of The Company and Individual
• Preserving the balance between the two
• Questioning Techniques
• Cross examination techniques
• Interview vs Interrogation
• Staging the interview process
• Creating or dealing with stress
• Attitudes and authority
• Framing the interview
• Catching the liar
• Detecting lies
• Getting a response on inconsistencies
• Documentation and processes
• Recording the interview – in writing or otherwise
• Affirming the record
• Witnesses
• Putting it together
The spoken word is usually the greatest source of investigative evidence and often is the best evidence in any judicial or administrative forum. No investigation is complete until every important witness, subject, and, when possible, complainant, has been interviewed.
Proficiency in interviewing assures a high degree of accuracy in fact development, helps prove or disprove the issue at hand, prevents surprise testimony from arising later, and may help impeach witnesses who change their stories.
Programme
KEY BENEFITS:
You Will Learn How To:
- TURN a weak voice into one that is attractive, clear, rich, warm, persuasive and powerful.
- INCREASE your confidence.
- ENGAGE your audience at a deeper level.
- HELP your audience retain more of your message.
- SPEAK more convincingly, authoritatively and persuasively.
- CONTROL your speed of delivery.
- LEARN strategies to make what you say more interesting.
- IMPROVE your diction and pronunciation.
- DELIVER a message clearly and get the responses you want.
- CAPTURE your audience’s attention.
- CREATE a good impression and sound knowledgeable.
- INSPIRE positive reactions and enthusiasm.
- CONTROL nerves.
- DISCOVER the importance of diet on your voice.
- STOP the bad habits that interfere with good vocal production.
- DEVELOP a dynamic voice that draws attention.
BRIEF PROGRAM OUTLINE
You begin the study of voice projection by identifying why presenters may fail. Then look at articulation and expression. Do vocal exercises to raise your awareness of your voices. Then practice writing and delivering a passage using what was taught. Tonality and pitch form the last part of the training activity. You will also practice varying the volume and tone of your voice.
The following topics will be covered:
- voice awareness
- the anatomy of your voice
- breath control
- voice projection
- achieving vocal clarity
- exercises to develop flexibility and accuracy, so that sounds and words are clearly expressed
- vocal and facial expressions- how to convey appropriate emotions
- dramatic role play to demonstrate how to convey appropriate emotions
- care of the voice
- voice warm ups - particularly good for public speaking and presentations
- interpretation and delivery of text
- pacing
- use of microphones
Programme
Write it So They Read it, Say it So They Listen:
The Proven Keys to Communicating Effectively in Your Job.
1. Defining Writing Objectives
» 5 Principles for Effective Workplace Communication
» Why to Question Conventional Wisdom about Workplace Communication
» Develop Effective Listening Skills
» 5-Step Approach to Effective Communications
2. Organising Writing For Clarity
» Give Instructions People will Follow
» Understanding Your Audience
» Powerful Openings That Capture Attention
» Structuring Paragraphs Readers Understand
» Providing Proof For Your Messages—Why People Should Believe You
3. Formatting Information For Maximum Impact
» When To Use Lists Instead Of Paragraphs
» Using Bullets Versus Numbers
» When To Use Jargon And When To Avoid It
» How To Make Certain You Include Key Information
4. Making Your Writing More Powerful
» Write with Clarity
» Eliminate The Verbs That Make Writing Unclear
» Eliminate the Marks of Weak Writing
» Write Concisely
» Be More Concrete And Specific
» Avoid “Credibility Killers”
5. Grammar And Punctuation
» How to Avoid the Most Common Grammar Errors
» The Most Common Punctuation Mistakes
» Proofreading Techniques
6. Workplace Communication in Specific Contexts
» How to Write Emails That Get Opened and Read
» Telephone Tips to Increase Productivity
» How To Respond to Complaints Professionally
» How To Write a Compelling Memo
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