Core Programmes: Front Line Management

Our front line management workshops are designed to either be run as stand-alone workshops, or as an integrated series of workshops for emerging managers and team-leaders.

Time Management

Not your usual Time Management programme! This 1-day workshop is geared to provide participants with tools to enhance their "personal effectiveness", rather than weigh them down with timesheets, schedules and to-do lists. The key to effective time management is to develop tailor made solutions which address the issues arising as a result of inadequate organisation.

This is an activity-based, fun filled day, with a variety of tips and tools to help participants understand their individual time-management issues, and shows that they have responsibility to ensure their preferences and actions do not negatively impact upon their workmates or the organisation.

Assertiveness - Speak for Yourself!

This programme is ideally suited to participants who wish to increase their influence, through demonstrating assertive, rather than passive or aggressive behaviours. There can be significant consequences of failing to demonstrate assertiveness, not least of which can be the negative impact upon individual health and well-being.

Modules include understanding the assertiveness continuum, dealing with different (difficult) people, how to say "no" when you mean no, and how assertiveness can lead to more productive and effective relationships.

Customer Service

This workshop begins with a definition of Customer Service, aligned to each client's organisational delivery standards. It examines the 4 Core Actions of customer service, and gives consideration to dealing with diverse customers.

We explore the concept of a team-based approach to customer service, and discuss the three main components of customer satisfaction. We include modules on win-win mentality and indispensable body language skills.

Effective Communication

Communication can be defined as our ability to send and receive information from others in a clear and meaningful manner. EFFECTIVE communication occurs when the message the sender intended to send is received and understood by the receiver.

Few skills are more vital to organizational effectiveness than the ability to communicate effectively with others. Effective communication is not just concerned with the words we use, but also the feelings, ideas, passion and compassion we display during our communication. Effective communication skills provide organizations with leaders, and without leaders, organisations limit their ability to learn, grow, innovate and develop a sustainable, desirable workplace. Modules include understanding the barriers to effective communication, the "3 Vs" of communication, and how our paradigms may help or hinder the delivery of our own messages.

Managing Change

This workshop examines the Change process, whether it is personal, organisational or cultural. Participants will gain an understanding of the physiology of change (how it affects us both intellectually and emotionally); the key aspects to building adaptability and flexibility; and overview the William Bridges Transition Model for change. This interactive session will also discuss the Personal Power™ Grid and identify areas which are within an individual's influence or control, as opposed to being only in the area of concern. Participants end the session with an Action Plan for managing the change process.

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