R1 200.00
Sign In Sign in to register for this training programme
Learning Outcomes
The mission of education is to help prepare students for the future. An important element of that preparation involves the development of career skills and a basic level of competency in workplace skill areas not covered in current School and University curriculums. |
The aim of this programme is to prepare workers to enter the workplace with a deeper understanding of workplace contexts and expectations of professionals across a range of industries. |
Description
With the world changing as fast as it is: industries rising, involving and crashing; more efficient, effective working environments; globalisation interconnecting us all, how do we best ensure new recruits are prepared for the world of work ?
Modules
1. Business Etiquette and Protocol | |
Appropriate Behaviour | |
Appropriate Office Dress and Dress Codes | |
Open-Plan Office Etiquette | |
Cell Phone Etiquette | |
Telephone Etiquette and Answering Techniques | |
Email Etiquette | |
Meetings: Do’s and Don’ts | |
Confidentiality | |
How to Shake Hands | |
Personal Contact Etiquette | |
Social Gatherings and Office Parties | |
Basics of Business Ethics | |
Recognising and Ending Unethical Behaviour | |
Corporate Code of Conduct | |
2. Effective Communication and Interpersonal Skills | |
Overcoming Barriers to Effective Communication | |
Identifying and Using Different Interaction Styles | |
Understanding the Other Person’s Perspective | |
Impression Management: Body Language and Voice Tone | |
Improving Listening Skills | |
Dealing with Criticism and Confrontation | |
Giving and Receiving Constructive Feedback | |
Conflict Management Styles and De-Escalation Strategies | |
Saying “No” Constructively | |
Communicating with Clarity and Precision | |
Communicating with Confidence | |
3. Effective Planning, Organising and Time Management | |
Defining Planning and Organising | |
Identifying and Minimising Time Wasters | |
Establishing Clear and Attainable Goals and Objectives | |
Prioritising Workload for Effectiveness and Efficiency | |
Using Waiting Time Effectively | |
How to Stop Procrastinating | |
How to Manage your Work-Life Balance | |
4. Customer Service Excellence | |
The Importance of Good Customer Service | |
Defining Successful Service Outcomes | |
Service Excellence Principles | |
Preparing for Your Performance | |
Evaluating and Using Customer Service Feedback | |
Building Confidence to Serve (Purpose and Function) | |
How to Handle Difficult Situations and Deal Effectively with Complaints | |
Solving Customer Problems Successfully | |
Identifying Internal Customers and Measuring their Satisfaction | |
Using what you have Learned to Deliver WOW Service Experiences | |
5. Professional Business Writing Principles | |
Challenges of Good Writing | |
Determining Style | |
Paragraphs and Sentences | |
Using Appropriate Words | |
Verb Tenses | |
Using Pronouns, Bullet Points and Numbering Systems | |
Improving Clarity, Punctuation, Spelling and Grammar | |
Using Illustrations | |
Planning and Writing Business Emai | |
Different Types of Business Reports | |
Editing Written Material | |
6. Business Presentation Skills | |
Defining your Objective and Central Message | |
Researching your Audience | |
Researching your Topic | |
Structuring your Presentation | |
Editing and Finalising your Presentation Material | |
Visual Aids | |
Improving your Confidence as a Presenter | |
Technical Requirements | |
Dress for Success | |
Voice Projection, Body Language, Posture and Movement | |
Handling Difficult Situations and Answering Questions Successfully | |
Establishing Credibility with your Audience | |
7. Introduction to Project Management | |
What is a Project? | |
The Project Life-Cycle | |
Project Management Roles | |
Stakeholder Identification | |
Project Objectives | |
Project Deliverables | |
Risk Analysis | |
Creating a Risk Management Plan | |
Creating a Work Breakdown Structure ( WBS) | |
8. Leadership Skills | |
Understand the Differences between Worker and Management Roles | |
Leadership Characteristics and Behaviours | |
Understand the Value of High Performance Teams | |
Identify the best ways to earn trust, credibility, and respect | |
Integrating ethical guidelines in decision-making | |
Case Study: Lessons from Walt Disney |
MPowrMe ™