Course Content

• 1. Problem Solving
• 2. Practical Delegation
• 3. Customer Service Excellence
• 4. Train the Trainer
• 5. Practical Motivational Skills
• 6. Selling Techniques
• 7. Effective Business Writing
• 8. Oral Communication & Business Etiquette Skills
• 9. Secretarial Skills
• 10. Time Management
• 11. Supervisory Skills
• 12. Leadership & Team Building
• 13. Managing Meetings
• 14. Telesales / Telemarketing
• 15. Personnel Planning, Recruitment & Appointment

1.Problem Solving

• Problem solving & decision making
• Solving people problems
• Diagnosing people problems
• Dealing with personal problems
• Managing change
• Tools to facilitate decision making
• Practical problem solving exercises

Duration : 1 day

Target : All employees of an organization. Will be of particular value to newly appointed or promoted managers and supervisors with limited managerial skills, or persons who control work teams.

Students : Minimum of 5 to a maximum of 15

2.Practical Delegation

• The purpose & functions of management
• Delegation
• Conflict management

Duration : 1 day

Target : All staff using Rigging Equipment & Tackle e.g. Chains, Slings, Shackles etc

Students : Minimum of 5 to a maximum of 15

3.Customer Service Excellence

• What is customer service ?
• How to improve customer service ?
• Becoming a successful service person
• Handling customer complaints
• Putting it all into practice

Duration : 1 day

Target : Management and all service personnel of the business

Students : Minimum of 5 to a maximum of 15

4.Train the Trainer

• Introducing the trainer
• Introducing the trainee
• Planning your course
• Pre-course preparation
• Conducting a course or lesson

Duration : 5 days

Target : For supervisors who do on the job training, for individuals who wish to go into the training field, any person who is subject to teaching subordinates or fellow colleagues.

Students : Minimum of 5 to a maximum of 15

5.Practical Motivational Skills

• Close the commitment gap
• The five steps to success
• Practice what you have learned

Duration : 1 day

Target : All sales personnel

Students : Minimum of 5 to a maximum of 15

6.Selling Techniques

• Accepting personal responsibility
• Motivation & goal setting
• Self qualities & attitudes
• Communication styles
• Time management
• The professional challenge

Duration : 1 Day

Target : All sales personnel

Students : Minimum of 5 to a maximum of 15

7.Effective Business Writing

• Tips for better selling
• Punctuation pointers
• Planning
• Summary
• Sample letters
• Report writing

Duration : 1 day

Target : All personnel who regularly engage in written communication, both internally and externally.

Students : Minimum of 5 to a maximum of 15

8.Etiquette Skills

• Oral communication
• Telephone communication
• Listening
• Why do customers quit ?

Duration : 1 day

Target : Managers and other employees who in the course of their duties could be called upon to represent the organization in a public situation.

Students : Minimum of 5 to a maximum of 15

9.Secretarial Skills

• The duties of a secretary
• Basic telephone skills
• Oral communication skills
• Business writing skills
• Overcoming obstacles

Duration : 1 day

Target : Existing and potential secretaries and Personal Assistants

Students : Minimum of 5 to a maximum of 15

10.Time Management

• Time as a resource
• Measuring time
• The urgency addiction
• Key performance areas
• The time waster
• The time savers

Duration : 1 day

Target : All employees who are to control and manage their own time

Students : Minimum of 5 to a maximum of 15

11.Supervisory Skills

• Supervision and human relations
• Leadership
• Principles of supervision
• Sensitive personnel
• Supervise work
• Self development

Duration : 1 day

Target : Supervisors, potential supervisors and team leaders

Students : Minimum of 5 to a maximum of 15

12.Leadership & Team Building

• The function of a chairperson
• Effective vs poor meetings
• How to improve your meetings
• Hints for chairpersons
• The function of the secretary

Duration : 1 day

Target : Managers, Supervisors, Team Leaders or other personnel who are required to chair meetings

Students : Minimum of 5 to a maximum of 15

13.Managing Meetings

• The function of a chairperson
• Effective vs poor meetings
• How to improve your meetings
• Hints for chairpersons
• The function of the secretary

Duration : 1 day

Target : Managers, Supervisors, Team Leaders or other personnel who are required to chair meetings

Students : Minimum of 5 to a maximum of 15

14.Telesales / Telemarketing

• What is customer service ?
• Accepting personal responsibility
• Motivation & goal setting
• Self qualities & attitudes
• Communication styles
• The art of listening
• The art of closing
• Overcoming stalls & objectives

Duration : 1 day

Target : All personnel, who make use of the telephone, do selling over the telephone

Students : Minimum of 5 to a maximum of 15

14.Telesales / Telemarketing

• What is customer service ?
• Accepting personal responsibility
• Motivation & goal setting
• Self qualities & attitudes
• Communication styles
• The art of listening
• The art of closing
• Overcoming stalls & objectives

Duration : 1 day

Target : All personnel, who make use of the telephone, do selling over the telephone

Students : Minimum of 5 to a maximum of 15

15.Personnel Planning, Recruitment & Appointment

• Legal aspects
• Protection
• Role in emergency
• Bomb threats
• Fire prevention & protection
• Self-defense 2
• Written reports
• The rod of security occupational safety
• The threats

Duration : 1 day

Target : Employers, potential employers and personnel administrators

Students : Minimum of 5 to a maximum of 15