R1.200.00
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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 | |
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