BUSINESS AND PERSONAL COMMUNICATION SKILLS:

WRITTEN COMMUNICATION
DURATION: 2.5 HOURS

  • Written communication: The unwritten rules
  • Understanding your audience
  • Adapting your style to meet your audience communication style
  • Identifying and communicating with a desired outcome in mind
  • Eloquence and tone
  • Basic punctuation and grammar
  • Business vocabulary, jargon, slang and cliches, setting the standards in the business world
  • Dealing with angry customers, how to be assertive, yet non-aggressive
  • Using positive and neutral language

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TELEPHONE COMMUNICATION
DURATION: 2.5 HOURS

  • Telephonic communication: The unspoken rules
  • Understanding and unpacking the fear of calling
  • Greeting basics
    • Standardized Greeting
    • The smile and its lasting effect
  • Projecting an enthusiastic, natural, and attentive tone
  • Volume, projection and resonance
  • Pacing your speech: why you should slow down or speed up
  • Adapting your style to meet your audience
  • How your tone of voice drives conversation
  • Practicing the pause
  • Clear and precise communication – focused and goal oriented
  • The basics of language
    • The impact of trying to outsmart your audience with higher English, ensure your communication is precise and simple, yet effective
    • Pronunciation, jargon and slang, the do’s and don’ts in business
  • Receiving the correct message and ensuring the customer feels heard
  • Solution orientation approach and mindset

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UNDERSTANDING YOUR COMMUNICATION AND BEHAVIOUR STYLE
DURATION: 2.5 HOURS

Interactive Behaviour Communication Styles

  • Analytical, Amiable, Drivers, Expressive

Non-Verbal Communication/Body Language

  • The Art of Reading People
  • Understanding Written Communication
  • Social Media Communication
  • Diversity and Inclusion

Emotional Intelligence: Self-Awareness

  • EQ Assessment
  • Understanding Emotions
  • Perceptions: How do others see Me
  • Self-Expression: talking about emotion

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TRANSACTIONAL ANALYSIS
DURATION: 2.5 HOURS

TA and Communication Styles  

  • Passive Communication
  • Aggressive Communication
  • Depressive Communication
  • Assertive Communication

Emotional Intelligence: Self-Management

  • Anger Management
  • Understanding Types of Anger
  • De-escalating Techniques
  • Stress Management
  • Emotional Fitness

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THE ART OF DEEP LISTENING
DURATION: 2.5 HOURS

Listen with your EAR

  • Empathy – U/S vs Acknowledgement
  • Assertiveness – “I feel Statements”
  • Respect meaning and understanding
     

Personalisation 

  • Not taking things Personally
  • Boundaries with over-owning emotions
  • Denial, Rationalizations, Justifications
     

Talking about Talking

  • The Approach
  • Taking Ownership (Admitting mistakes)
  • Ask Questions – Clarification, Anxiety
  • Linguistics – Conversational Language
  • Concise, Clear Confidant

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CONFLICT MANAGEMENT
DURATION: 2.5 HOURS

Conflict Management

  • Understanding Types of Conflict
  • Sources & Organisational Conflict
  • Communication in Conflict
  • Negotiations Strategies and Processes
  • Defusing Techniques
     

Emotional Intelligence: Social Management

  • Talking to Difficult People
  • Building Relationships at Work
  • Conflict Management in Teams
  • Coaching & Mediation for Teams

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PERSUASION AND INFLUENCE
DURATION: 2.5 HOURS

Communication in the Workplace

  • Communicating to an Audience /Teams
  • Principles of Effective Communication
  • Delegation Conversation Technique’s
  • Commitment & Accountability
  • Positive Feedback and Criticism
  • Resistance and Change as a by product
  • Dealing with Office Politics
  • Customer Service, Care & Excellence
     

Emotional Intelligence: Social Awareness

  • Social Conformity and Social Media
  • Social IQ and Social Sensitivity
  • Organisational Awareness

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COMMUNICATION ERRORS
DURATION: 2.5 HOURS

Communication Errors  

  • Defensiveness, Counter Attack
  • Labeling, Mind Reading
  • Diversion & Derailment
  • Passive Aggression, Sarcasm
  • Denial, Self-Blaming
  • Problem-Solving & Helping
  • Blaming & Scape-Goating
     

Cognitive Distortions & Emotional Reasoning

  • Rationalisations, Projections
  • Mental Filtering; All-or-Nothing Beliefs
  • Generalisations; Assumptions
  • Blaming; Ownership; Accountability
  • Facts or Opinions; Should Statements

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CUSTOMER SERVICE

CUSTOMER SERVICE 101: ADAPTING TO THE NEW WORLD
DURATION: 2.5 HOURS

  • Understanding the dynamic customer service industry in South Africa
  • Today’s customer contact environment: COVID-19- what now?
  • Familiar challenges, with new opportunities
  • Re-framing the way we look at worldly changes and finding positive ways to adapt
  • Psychological dimensions and driving forces behind customer service
  • The importance of customer service and brand reputation
  • Staying motivated and dealing with change

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CUSTOMER RELATIONSHIPS
DURATION: 2.5 HOURS

Entering a new era of Customer Relationships

  • Psychology 101 – what the new age customer demands

The Emotional Intelligent customer service agent – what he/she should look like

  • Self-Awareness, Self-Management, Social-Awareness and Relationship Management

Customer Care

  • Understanding customers’ real underlying expectations and meeting them
  • Emotional attunement – The fine art of reading and dealing with customers emotions
  • Service orientation. Anticipating, recognizing and meeting clients’ needs

Communication Skills

  • Selective, Defensive and Listening with the intent to reply
  • Non-verbal communication for customer service
  • The Art of making a client feel heard and understood
  • Respectful etiquette and use of language in communication

The Psychology of Persuasion and Influence

  • Understanding what Personality you are dealing with
  • The Psychology of making customers feel empowered
  • The Art of Persuasion and Influence

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CONFLICT AND ANGER RESOLUTION: DEALING WITH ANGRY CUSTOMERS
DURATION: 2.5 HOURS

Conflict Resolution

  • “Getting comfortable with Conflict”
  • The 5 Modes of Conflict
  • The 3 Categories of Conflict
  • Tools for dealing with angry and unreasonable clients
  • Understanding misdirected anger from different perspectives
  • Holding emotions and allowing clients to vent
  • Containing emotions, not owning emotions
  • Dealing with complaints and finding reasonable solutions

Understanding Criticism

  • Coping with being on the receiving end of criticism
  • The Essential Toolkit for NOT taking things personally
  • The fine art of deflection and triangulation
  • Pity, empathy, sympathy and compassion – what to use and when?

Assertiveness Skills

  • Healthy assertiveness vs. aggression
  • Tools for assertive communication

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STAYING MOTIVATED
DURATION: 2.5 HOURS

Stress in the Customer Service Environment

  • How to deal with changes due to COVID-19
  • Signs of Stress, Burnout, Depression and Anxiety
  • Handling change with flexibility

Stress Management

  • The new age work-life integration
  • The road to resilience. Bouncing back from tough times
  • When responsibility exceeds authority
  • Tools for dealing with stress, burnout, depression and anxiety

The Psychology of Staying Motivated

  • The Truth about Motivation
  • Motivation in a customer service environment
  • Optimism, lessons from failure, cultivating a positive attitude
  • Victim mentality and de-motivation
  • Motivation as a personal dynamic

Goal setting, Purpose and Motivational Tools

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TELEPHONE SKILLS
DURATION: 2.5 HOURS

  • Telephonic communication: The unspoken rules
  • Understanding and unpacking the fear of calling
  • Greeting basics
    • Standardized Greeting
    • The smile and its lasting effect
  • Projecting an enthusiastic, natural, and attentive tone
  • Volume, projection and resonance
  • Pacing your speech: why you should slow down or speed up
  • Adapting your style to meet your audience
  • How your tone of voice drives conversation
  • Practicing the pause
  • Clear and precise communication – focused and goal oriented
  • The basics of language
    • The impact of trying to outsmart your audience with higher English, ensure your communication is precise and simple, yet effective
    • Pronunciation, jargon and slang, the do’s and don’ts in business
  • Receiving the correct message and ensuring the customer feels heard
  • Solution orientation approach and mindset

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

PERSUASION AND INFLUENCE
DURATION: 2.5 HOURS

Communication in the Workplace

  • Communicating to an Audience
  • Principles of Effective Communication
  • Delegation Conversation Technique’s
  • Commitment & Accountability
  • Positive Feedback and Criticism
  • Resistance and Change as a by product
  • Customer Service, Care & Excellence
     

Emotional Intelligence: Social Awareness

  • Social Conformity and Social Media
  • Social IQ and Social Sensitivity
  • Organisational Awareness

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

EMAIL ETIQUETTE
DURATION: 2.5 HOURS

  • Written communication: The unwritten rules
  • Understanding your audience
  • Adapting your style to meet your audience communication style
  • Identifying and communicating with a desired outcome in mind
  • Eloquence and tone
  • Basic punctuation and grammar
  • Business vocabulary, jargon, slang and cliches, setting the standards in the business world
  • Dealing with angry customers, how to be assertive, yet non-aggressive
  • Using positive and neutral language

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

COMMUNICATION ERRORS
DURATION: 2.5 HOURS

Communication Errors  

  • Defensiveness, Counter Attack
  • Labeling, Mind Reading
  • Diversion & Derailment
  • Passive Aggression, Sarcasm
  • Denial, Self-Blaming
  • Problem-Solving & Helping
  • Blaming & Scape-Goating
     

Cognitive Distortions & Emotional Reasoning

  • Rationalisations, Projections
  • Mental Filtering; All-or-Nothing Beliefs
  • Generalisations; Assumptions
  • Blaming; Ownership; Accountability
  • Facts or Opinions; Should Statements

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EFFECTIVELY MANAGING VIRTUAL BUSINESS MEETINGS

EFFECTIVELY MANAGING VIRTUAL MEETINGS
DURATION: 2.5 HOURS

Meeting Preparation

  • Planning session with key personnel
  • Deciding on the right platform: Zoom, Skype, Teams etc.
  • Sharing the virtual meeting protocol with all participants
  • Virtual meeting Dry-Run
  • Sending out meeting pack and agenda
  • Creating a meeting checklist

Running an Effective Meeting

  • Managing working from home or remotely
  • Rules of engagement – setting the rules for the meeting
  • Taking control of the meeting – assertiveness skills
  • Tips for sharing of documents, slides and presentations
  • Encouraging participation and engagement

Chairing the Meeting

  • Ensuring objectives are met within the set time-frame
  • Maintaining effective control of individuals and discussions
  • Effective Time Management
  • Dealing with different personalities
  • Dealing with angry or difficult participants

Closing the meeting

  • Summarise necessary actions
  • Agree on the way forward

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MANAGING REMOTE EMPLOYEES: KEEPING A PULSE ON YOUR TEAM

MANAGING REMOTE EMPLOYEES: KEEPING A PULSE ON YOUR TEAM
DURATION: 4 HOURS

The essentials of remote employee management

  • Establish a mutual feeling of trust and respect that increases morale and productivity
  • Creating a cultural and technical environment where employees can succeed
  • Build rapport with remote employees
  • What your off-site employees want and don’t want from their managers
  • Understanding your leadership style and the pro’s and con’s of virtual management

Get Connected! Keeping the lines of communication open and flowing

  • Develop communication guidelines and understanding
  • How your tone of voice impacts successful communication
  • Encouraging participation and engagement
  • Communicating with different types of personalities
  • Managing difficult personalities from a distance
  • Managing different generations from a distance

Motivating and Coaching

  • How to manage gossip and team conflict remotely
  • Keeping employees motivated
  • Focus on productivity not time: avoiding micromanagement
  • Holding employees accountable
  • Providing feedback: the critical do’s and don’ts

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MOTIVATION

THE TRUTH ABOUT MOTIVATION: MOTIVATION VS. GOALS
DURATION: 2 HOURS

  • The Truth about Motivation – why it doesn’t work
  • Understanding POP Psychology and how it affects you!
  • Motivation as a luxury. Goal setting as a reality.
  • Keeping motivated during the COVID-19 pandemic
  • Dealing with emotions
  • Goals as Motivation
  • Setting realistic and attainable goals
  • Creating everyday goals to achieve the ultimate Goal
  • So you have achieved your goal, what now? The psychology around goal setting and motivation
  • Tips and Tools for setting effective goals
  • Goal Check List for practical application

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MENTAL WELLNESS

MENTAL HEALTH MATTERS: WHAT IS WELL-BEING?
DURATION: 2.5 HOURS

  • Defining mental health, types and well-being strategies
  • The difference between mental illness and mental health
  • Understanding the 4 basic dimensions of mental health and well-being: thoughts, behaviour, emotions and physiological reactions
  • Brain insight: how your body speaks your mind
  • 5 winning strategies of people with mental toughness

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MINDFULNESS: A NEW CONSCIOUSNESS
DURATION: 2.5 HOURS

  • Mindfulness and well-being in the workplace and at home
  • Self-awareness around your thoughts, feelings and actions
  • Letting go of psychological and mental clutter: “The emotional diet”
  • Healthy boundaries – effective boundary building
  • Analysis of ego states, transactions and life positions
  • Beyond ego, your true identity

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MOTIVATION: A VISION FOR THE FUTURE: MOTIVATION AND PRODUCTIVITY
DURATION: 2.5 HOURS

  • Take a journey within: understand motivation and how it affects you as an individual
  • The truth about motivation: why it’s so hard to sustain
  • Understanding POP psychology and how it affects you
  • Motivation as a luxury – goal setting as a reality
  • Setting S.M.A.R.T goals: “Keep your eye on the ball”
  • Goal setting: Creating a compelling future
  • Planning: The 12-week year

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POSITIVE THINKING: THE VOICE INSIDE YOUR HEAD
DURATION: 2.5 HOURS

  • The physiology of positive thinking: “see and feel different”
  • The science behind the psychology of positive thinking
  • Internal dialogue – identify negative self-thinking and self-talk
  • Transforming a new consciousness with positive self-talk
  • The art of optimistic attitude
  • The thinking habit with the strength of positive emotions 
  • Emotional SWOT analysis

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STRESS MANAGEMENT AND RESILIENCE
DURATION: 2.5 HOURS

  • Attitude check: thriving not surviving
  • What has COVID-19 taught us, what needs to change and how will we adopt a positive approach?
  • Healthy mental wellness routines: roll up your sleeves
  • The well-being wheel: doing what you love and loving what you do
  • How to strengthen mental toughness during tough times
  • Self-care in a busy and changing world: important questions you need to ask
  • Breaking the habit of being worried and anxious
  • Improving your life, one habit at a time and making strides, one step at a time
  • Promoting work-life balance, unplugging at the right time, play hard, work hard

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MENTAL HEALTH IN THE WORKPLACE: EMOTIONAL FITNESS IN THE WORKPLACE
DURATION: 2.5 HOURS

  • Introduction to the Psychology of social science
  • Promoting psychological well-being in the workplace: the role of autonomy, creativity and job strain in work environments
  • The effect of negativity in the workplace: the background unhappiness
  • Bullying in the workplace
  • The cost of mental illness: understanding incapacity and risk management
  • How to perform consistent with your work identity and ethics
  • Assisting staff with mental illness
  • Assisting staff with compromised immune systems during COVID-19

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SELF-CONFIDENCE: WHO YOU THINK YOU ARE
DURATION: 2.5 HOURS

  • The relationship between self-esteem and success
  • The ego, self-esteem and self-compassion
  • The illusion of self and owning the self: I am just perfect for me
  • Assertiveness: having a voice and being heard
  • The psychology of saying “No” without feeling guilt, regret or worry
  • Conflict management: agree to disagree
  • Communicating self confidence
  • Overcoming the fear of failure and the fear of success

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COPING WITH COVID-19: STAFF MOTIVATION AND COPING STRATEGIES
DURATION: 3 HOURS

  • Integrating staff successfully back into the workplace
  • Dealing with psychological stress, anxiety and health concerns around Covid-19
  • Critical debriefing following PTSD in the event of positive diagnosis
  • Job stress and building resilience during Covid-19 pandemic
  • Open communication around how the pandemic is effecting work
  • Increasing sense of control in times of limited control
  • Taking responsibility and accountability around safety and mental health
  • Staying motivated and maintaining high levels of productivity during the pandemic
  • Coping strategies with social isolation, remote working and social distancing.
  • Understanding different coping styles and supporting staff during difficult times

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