Short Courses

• Who are you?
• What is your role?
• Plan, organising, leading and controlling - systems, procedures and communication
• Manage multiple priorities and projects
• Generational differences and motivators
• Performance coaching
• Conducting meetings
• Action plan

Comment – I enjoyed talking to people with similar issues

• Role
• Anticipating needs
• Office management
• Interpersonal skills
• Get it right in the first place
• Integration game
• Action plan

Comment: I can see how much responsibility I have for providing internal service.

• Who is the customer?
• Face to face and non verbal communication
• Telephone voice and language
• Follow up and feedback cycle
• Action plan – integration game

Comment: Now I know how vital my role is to the business and first impressions

• Understanding the managers requirements
• Leadership, authority and responsibility
• Coordinating systems and procedures
• Task management
• Influencing outcomes
• Working with multiple priorities
• Writing to impress

Comment: This really helped me build my relationship with my manager.

Pick subjects to suit the group

• Face to face including non verbal
• Barriers
• Killer phrases
• Meeting management
• Minute taking
• Mindfulness
• Team work – conflict management
• Action plan

Comment: loved being able to choose what was right for me

Example content summary

• Confident communication
• Persuasive argument
• Positive images
• Active listening
• Communicating non defensively
• Giving and receiving feedback
• Written communication
• Building bridges
• Action plan

Comment: points out the importance of language and how this influences outcomes

Example content summary

• What is conflict?
• Causes of conflict
• Personal style and conflict management
• Do and do not with conflict
• Enabling skills – assertive communication, - active listening, - communicating non defensively, - anger management
• Action plan

Comment:  Finally some insightful ways to move through and manage conflict

• Role and relationship to operational staff
• Negotiate expectations and performance standards
• Agree on systems and procedures, communication channels, feedback support and follow up mechanisms
• Managing up and out
• Difficult people and situations
• Action plan

Comment: Exceptional program, how I treat my staff influences their motivation to sell

Example content summary

• Objectives for business and service
• Defining customer service
• Styles of service
• The service cycle
• Face to face service
• Telephone skills
• Assertive communication
• Managing difficult situations
• Action plan

Comment – great refresher, lively and entertaining

Certificate Courses

• Front Line Leadership – Certificate III and IV
• Management Fundamentals for Front Line Leadership

Many modules across a range of themes to suit your needs.

Example Content Summary

• Types of meetings and objectives
• Characteristics of effective meetings
• Meeting procedure
• Meeting leading skills – minute taking
• Managing difficult people and situations
• Action plan

Comment: I think all staff should do this – meetings would be much better

Example Content Summary

• Why are they linked?
• What do they mean to you?
• Innovation and creative thinking
• Change management – planned and unplanned
• Map a strategy for change
• Emotional reactions to change
• Bedding it down – recognition and reward
• Action plan

Comment: This really gets you thinking about thinking beyond the obvious

Example Content Summary

• What is performance review and development?
• Benefits – the business, the team and you
• Performance management cycle
• Preparing for leading a discussion
• Developing action plans
• Discussion leading skills
• Guidelines for giving feedback
• Action plan

Comment: lots to reflect on and practice, great time saver in the real world.

Example Content Summary

• Characteristics of effective presentation
• Preparing a presentation
• Delivery
• Illustrating the talk
• Introduce and thank the guest speaker
• Impromptu speaking
• Managing the group dynamics; including questions
• Speaking practice
• Action plan

Comment: highly interactive, lots of practice to suit job requirements

Example summary content

• Characteristics of effective policy and procedure writing
• Company policy
• Why you need policies and procedures
• Professional judgment
• What to include and where to start
• Technical vs narrative writing
• Word choice
• Action plan

Comment: a must, a real time saver

Example content summary

• General characteristics of writing
• 4 steps to compose writing -research, - plan, - draft and –revise
• Mechanics – grammar, punctuation, spelling and word choice
• Letters, emails, minutes and reports
• Action plan

Comment: very worth while, first impressions are so important to market the business.