Training Programmes
The descriptions provided highlight some of the key content of our workshops. However, all training programmes are customised to meet your organisation’s specific needs.
Customer Service
Training for Managers
Businesses have come to regard creating superior customer experiences as a key strategy to differentiate their brand from competitors, build customer loyalty and trust, and ultimately drive growth. However, the strategy must be supported by a culture that promotes a customer-centric mindset. Leaders/managers play a critical role in creating and reinforcing culture; therefore, the messages that they send through their words and actions must be aligned with the company’s vision and values.
Training focuses on leaders/managers as change agents. It challenges participants to lead by example and take appropriate actions to influence and empower their direct reports to demonstrate the desired behaviours. The training programme helps managers/leaders view service from the customers’ perspective and collaborate to find solutions to eliminate customers’ pain at various touchpoints. Participants gain actionable strategies to create a customer-centric organisation and develop high performing teams.
Training for Frontline Staff
As the first point of contact for customers, frontline employees are instrumental in shaping the customer experience and driving customer loyalty. Therefore, it is essential that those officers understand customer needs and expectations and possess the knowledge and skills to effectively handle various types of customer interactions.
This highly practical training programme teaches participants how to communicate nonverbally and verbally to build rapport with customers and make them feel valued. It prepares them to respond on occasions when service falls below expectations and customers become dissatisfied or angry. Participants leave empowered with customer service skills to help improve their performance and present a professional image that reflects positively on their organisations.
Business Writing
Business writing is an indispensable skill in the business world. Officers at all levels are required to produce documents, whether emails, letters, minutes or reports. The quality of their writing influences their credibility, reflects their level of professionalism and determines how likely others are to engage with them and their message. It also shapes how their organisation is perceived.
Our practical and engaging business writing courses teach techniques for producing clear, concise, correct and courteous business documents that convey competence and attention to detail. Participants learn to define the purpose of their writing, apply rules of grammar, maintain a professional tone and structure their content to ensure clarity. Exercises, quizzes, discussions, puzzles and small group activities are used to actively involve them in a fun, learning experience. Having built their competence and confidence, participants return to the job ready to resolve typical workplace writing challenges.
Leading High-Performing Teams
Officers tend to get promoted to managerial positions because they have good technical skills and sound knowledge of the job. However, managing requires a skill set that is different from technical expertise.
The leadership/management training programme focuses on the human relations aspects of the role. It guides participants to develop the knowledge, skills and mindset to perform with greater impact. They learn strategies to create a positive work culture and skills to nurture harmonious and productive work relationships. The training empowers participants to manage the performance of their direct reports by providing feedback and support that enable continuous personal and professional growth.
The training programme is practical and interactive. Video presentations, small and large group discussions, case studies and role plays are used to create an engaging experience for participants as they build competencies and confidence. By the end of training, they understand how to maximise their impact as a manager and leader to create and sustain a motivated and high-performing cohesive team.
Presentation Skills
Individuals who can speak effectively in public are more likely to take on leadership roles and be promoted to higher positions than those who do not demonstrate that skill. For many, speaking in public is a nerve-wracking experience. While some persons are natural presenters, others simply need to learn techniques to unleash their talent.
Filled with practical activities, this workshop teaches participants how to reduce apprehension and deliver their messages with authority and impact. They learn to prepare presentations that are clear, concise and memorable and connect with their audiences through the use of vocal variety and body language. The workshop gives plenty of opportunity to practise proven techniques so that participants build their skill and self-confidence in a supportive environment. By the end of the workshop, participants are able to command the attention and interest of an audience, whether they are addressing small or large groups in forums which include management meetings, staff meetings, sales presentations and ceremonies.
Professionalism in the Workplace
Employees who demonstrate professionalism enhance their reputations and contribute to the creation of a productive and respectful workplace with a positive corporate image. Despite different beliefs, cultural identities and generational cohorts, employees need to work harmoniously to maintain a comfortable work environment and ensure the success of their organisation.
This workshop raises awareness of the importance of professionalism in the workplace and teaches participants how to establish a professional presence. It addresses appearance, communication styles, business email and telephone etiquette and ethical dilemmas. Participants are charged to take personal ownership, responsibility, and accountability for the development and maintenance of an environment in which everyone feels safe, respected and valued.
