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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK A WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

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

CLICK HERE TO BOOK A WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK A WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK A WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION

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

CLICK HERE TO BOOK WORKSHOP OR FOR MORE INFORMATION