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Soft Skills

Customer Excellence Services

Course Contents

  • MODULE 1: WHAT IS A CUSTOMER?
  • MODULE 2: WHAT IS CUSTOMER SERVICE?
  • MODULE 3: WHAT DO CUSTOMERS EXPECT?
  • MODULE 4: WHAT DO CUSTOMERS HATE?
  • MODULE 5: THE 4 TYPES OF CUSTOMERS
  • MODULE 6: THE IMPORTANCE OF COMMUNICATION
  • MODULE 7: 10 COMMANDMENTS OF CUSTOMER SERVICE
  • MODULE 8: DEALING WITH DIFFICULT CUSTOMERS
  • MODULE 9: IMPROVING CUSTOMER SERVICE (TRAINING)
  • MODULE 10: WRAP UP AND CONCLUSION

Leadership Training

Course contents

  • Leading & delegating
  • Some practical reasons why you must delegate
  • Some practical reasons why you must lead
  • Leadership
  • Leadership functions
  • Sources of leadership
  • Leadership styles
  • Leadership self-assessment
  • Return to basics – management and leadership
  • Differences between managers and leaders/managers
  • Leadership potential scale
  • Managers self-inventory
  • The importance of communication
  • Overcoming the barriers
  • Team building
  • Assessing your subordinates as a group
  • Planning your leadership style
  • Team productivity
  • Attitudes of an effective team builder

Supervisory Skills

Course Contents

  • The man in the middle
  • The functions of a supervisor
  • Planning
  • The characteristics of a systematic plan
  • Activating
  • Leading
  • Controlling
  • Leadership & teambuilding
  • Leadership functions
  • Sources of leadership
  • Leadership styles
  • Teambuilding
  • Problem solving & decision making
  • Decision making – who’s responsibility
  • The brainstorming technique
  • Communication
  • Communication breakdown
  • Eight barriers to communication
  • Overcoming barriers
  • Six steps towards active listening
  • Non-verbal communication
  • Instructions or Obstructions
  • The complete order – giving process
  • Improving productivity & quality
  • The supervisor’s role in labour relations
  • The rights of the employer
  • The rights of the employee
  • Conclusion

Telephone Techniques

Course Contents
  • First Impressions
  • Improving Communication
  • Attitude
  • Using The Telephone
  • Telephone Messages
  • Handling Different Callers
  • Answering Machines
  • Action Plan

Radio Tech

  1. Introduction to amateur radio
  2. Basic electrical concepts
  3. Resistance and Ohm’s law
  4. The resistor and potentiometer
  5. Direct current circuits
  6. Power in D.C circuits
  7. Alternating current
  8. Capacitance and the capacitor
  9. Inductance and the inductor
  10. Tuned circuits
  11. Decibel notation
  12. Filters
  13. The transformer
  14. Semiconductors & the diode
  15. The power supply
  16. The bipolar junction transistor
  17. The transistor amplifier
  18. The oscillator
  19. Frequency translation
  20. Modulation methods
  21. The transmitter
  22. Receiver fundamentals
  23. The super heterodyne receiver
  24. Transceivers & transverters
  25. Antennas
  26. Propagation
  27. Electromagnetic compatibility
  28. Measurements
  29. Operating procedures

Selling Techniques

Course Contents

MODULE 1    :    INTRODUCTION TO THE SALES ENVIRONMENT

  • The Economic Principle and how it applies to the South African market
  • The 10 commandments of good selling
  • What every salesperson should know

MODULE 2    :   COMMUNICATION IN THE SALES ENVIRONMENT

  • The 4 types of customers
  • The communication model
  • How to communicate effectively through
    • The spoken word
    • The written word
    • Electronic & telecommunication

MODULE 3    :   THE SALES PROCESS

  • Prospecting / Lead Generation / Referrals
  • Pre-Approach
  • Approach
  • Sales Presentations
  • Trial Close
  • Handling Objections
  • Closing the Sale
  • Follow Up

MODULE 4    :  SALES TARGETS & TERRITORIES

  • Setting sales targets
  • Calculating sales data ratios
  • Identifying and managing sales territories

MODULE 5    :  BASIC MARKETING CONCEPTS

  • The 4 P’s of marketing

MODULE 6   : TIME MANAGEMENT

  • Definition of the concept
  • The thieves of time
  • Organizing your workspace for efficiency

 

Dynamic management

  1. The purpose & functions management
  2. Essential management skills & qualities
  3. Management planning & goal setting
  4. Directing & controlling your organization
  5. Selecting & developing the right team
  6. Keeping good team members
  7. Effective communication styles
  8. Productive management meetings
  9. The art of delegation
  10. Solving ‘people’ problems
  11. Time management
  12. Eliminating stress through organization
  13. Avoiding management pitfalls
  14. The management challenge

 

Basic Life Skills

Training can be offered over 3 (three) days or on a modular basis with modules 1-3, 4, and 5-7 combined per day’s training.  Training can also be customized to meet the specific needs of the delegates

Training Objectives:

To teach people the skills necessary to accomplish job tasks. Without teaching a person life skills, further job skill training could be a wasted effort.

Course Contents

Unit One: Social Skills
  • Communication skills
  • Anger Management
  • Conflict Resolution
  • Understanding Relationships
  • Getting along with Co-Workers
  • Getting along with Roommates
  • Leisure skills
Unit Two: Decision-Making Skills
  • Solving Problems
  • Modified Problem Solving Procedures
Unit Three: Employability
  • Time Management
  • Proper Attire
  • Social Skills in the workplace
  • Acting appropriately on the job
  • Sexual behaviour in the workplace
  • Productivity and Quality on the Job
  • Good Attitude
  • Adapt to Change
  • Safety on the Job
  • Following the Channel of Command
Unit Four: Money Management
  • Getting Help
  • Benefits of the Job
  • Using Bank Services
  • Credit
  • Creating a Budget
  • How to protect your Money
  • Comparative Shopping
  • Problems with Debt
  • Paying Bills
  • Hire Purchase
Unit Five: Health
  • Physical Fitness
  • Nutrition
  • Stress Management
  • Destructive Behaviors
  • Good Personal Health Habits
  • Following Medical Advice
  • Sexually transmitted diseases
  • Using Sick leave wisely
Unit Six: Family Responsibilities
  • Pregnancy
  • Child Care
  • Other family Issues
Unit Seven: Telephone Skills
  • Finding Phone numbers
  • Work Related Telephone Skills
  • Making Long Distance Phone Calls

 

Stress Management

Course Contents

  • What is stress
  • 5 Step Guide to managing stress
  • Problem Solving approach to stress management

Communication Skills

Course Contents

  1. Communication
  2. The language of self – responsibility
  3. Skills
  • Self – disclosure
  • Feedback
  • Receiving feedback
  • Empathy & interpretation
  • Respect
  • Tracking
  • Group management

Secretarial Skills

Course Contents

  1. The general duties of a secretary
  2. Basic telephone skills
  3. Oral communication
  4. Business writing skills
  5. Overcoming obstacles

Time Management

Course Contents
Module One: Getting Started

  • Workshop Objectives

Module Two: Setting SMART Goals4

  • The Three P’s5
  • The SMART Way6
  • Prioritizing Your Goals7

Module Three: Prioritizing Your Time8

  • The 80/20 Rule8
  • Being Assertiv

Module Four: Planning Wisely

  • Creating Your Productivity Journal
  • The Glass Jar: Rocks, Pebbles, Sand, and Water
  • Chunk, Block, and Tackle

Module Five: Tackling Procrastination

  • Why We Procrastinate
  • Nine Ways to Overcome Procrastination

Module Six: Crisis Management

  • When the Storm Hits
  • Creating a Plan
  • Executing the Plan

Module Seven: Organizing Your Workspace

  • De-Clutter
  • Managing Workflow
  • Using Calendars

Module Eight: Delegating Made Easy

  • When to Delegate
  • Keeping Control
  • The Importance of Full Acceptance

Module Nine: Setting a Ritual

  • What is a Ritual?
  • Ritualizing Sleep, Meals, and Exercise

Module Ten: Meeting Management

  • Using the PAT Approach
  • Building the Agenda
  • Keeping Things on Track

Module Eleven: Alternatives to Meetings

  • Instant Messaging and Chat Rooms
  • Teleconferencing
  • E-mail Lists and Online Groups