Customer Service

Excellent Customer Service

Customer service is increasingly becoming a vital business issue as organisations realise the benefits of an integrated, strategic customer service management system for providing effective customer support.   Customer service is made up of ‘positive defining moments’ or ‘moments of truth’, this course helps employees learn skills to consistently create positive defining moments that yield […]

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Handling Emotionally Challenging Callers

Client service employees will find themselves managing emotionally charged caller interactions on a regular basis. Having a sound understanding of the reasons for challenging client behaviour, how to manage and de-escalate that behaviour, and how to look after yourself in the process, is essential in challenging situations. Our workshop, will equip participants with the skills and […]

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Time Management

Participants will learn evidence-based skills for clarifying their values, setting effective goals, prioritising tasks and maintaining motivation. A series of practical exercises will provide participants with direct learning experience in implementing these strategies. The course aims to provide validation about the modern pressures of balancing time, and encourage participants to take a proactive mindset towards […]

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The Art of Assertiveness

Assertive communication is the ability to express positive and constructive ideas and feelings in an open, honest and direct way. Assertiveness underpins an effective communication style that drives growth and a competitive edge. It enables clear goal setting and enhanced performance feedback discussions. Communicating assertively enhances self-confidence and drives positive outcomes that result in high […]

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Giving and Receiving Constructive Feedback

Delivering effective feedback is an essential skill for any professional environment. Feedback helps us improve performance, build cohesive teams, and meet our goals. We often avoid giving constructive feedback because of the potential for hurting others’ feelings or having a negative impact on our relationships with colleagues. However, giving quality feedback can help us build […]

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Emotional Intelligence at Work

Emotional intelligence is a skill. And like any other skill, you can get better at it with training and practice. Successful people have highly developed emotional intelligence. They have self-awareness – they know their strengths, weaknesses, drives, values and impact on others. They have self-management – they control or redirect disruptive impulses and moods. They […]

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Dealing with Difficult Behaviours

Most workplaces have at least one person who is perceived as difficult. Difficult behaviour can manifest itself as pervasive negativity, rudeness, impatience, recurring drama, even open anger and aggression. Like all negative forces, difficult attitudes and behaviours tend to be contagious and are more and more prevalent in the workplace. They drain collective energy, are […]

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Building Personal Resilience

Resilience is the ability to recover quickly from setbacks and adversity. Resilient people stay committed and increase their efforts when the going gets tough. It used to be thought that people were born with resilient attributes; we now know that anyone can improve their resilience through effective training and development. Personal resilience is arguably the […]

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Business Writing for the Public Sector

Writing is at the heart of what government does and is a critically important skill for public servants. Participants will receive a comprehensive overview of the key principles, techniques and skills required to produce effective and quality writing in the government setting.

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Powerful Email Writing

In today’s fast-paced world, information is sent and received more rapidly than ever before. But how do you ensure that the messages you are sending are effective, acceptable, and will be taken seriously? The use of proper e-mail etiquette is the cornerstone for ensuring your message gets across quickly, appropriately, and concisely. This course covers […]

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