Product Catalogue

Each program listed below requires 12 - 16 hours of workshop time.

Programs include 30 – 40 page workshop booklets that are rich resource materials.

Organisational Learning Programs

Positioning the organisation for the future.
Benchmarking / ClickHere
Competencies and The Organisation / ClickHere
Client Relationship Management / ClickHere
Change Management / ClickHere
HRM – Recruitment / Click Here
Human Resource Management / Click Here
Marketing / Click Here
Organisational Behaviour / Click Here
The Excellent Organisation / Click Here
Leadership / Click Here
Project Management / ClickHere
Strategic Management & Measurement / ClickHere
Strategy, Leadership & Culture / ClickHere
The Work Organisation / Click Here

Management

Improve managerial effectiveness in the organisation.
Effective Complaints Handling / ClickHere
Employee Absenteeism / Click Here
Employee Motivation / Click Here
Job Analysis For Beginners / ClickHere
Job Design / Click Here
Managing Conflict / Click Here
Negotiation Skills / Click Here
Strategic Decision Making / ClickHere
Stress Management / Click Here
Creative Problem Solving / ClickHere
Performance Appraisal / ClickHere
The New Change Leader / Click Here
The New Manager / Click Here
360 Degree Feedback / ClickHere
Coaching / Mentoring / ClickHere
Facilitation Skills / Click Here
Introduction to Strategic Management / ClickHere
Leadership & Delegation / Click Here
Leadership & Influence / Click Here
Organisational Culture / Click Here
Organisational Issues / Click Here
Organisational Structure / Click Here
Quality Management Systems / Click Here
Learning Needs Analysis – A Practical Guide / Click Here

Employee Learning Programs

Unlocking the knowledge, skills and abilities of your employees.
Auditing / ClickHere
Effective Meetings / ClickHere
Enterprise Dynamics / Click Here
Group Dynamics / Click Here
Interpersonal Skills / ClickHere
Interviewing Skills / ClickHere
Personal Productivity / Click Here
Presentation Skills / ClickHere
Selling Services / ClickHere
The Client Driven Organisation / Click Here
Time Management / Click Here
Technical Report Writing / Click Here
Effective Team Working / ClickHere

360-Degree Feedback

The value of effective performance appraisal systems, and in particular 360 Degree Feedback, to the over all well being of all organisations is being realized more and more by leaders.

In a step-by-step fashion this practical 360 Degree Feedback Learning package illustrates how 360 Degree Feedback can be easily introduced within any organisation.

Program Description

Participants will develop competence in:

Performance Appraisal and The Organisation.

  • Why have Performance Appraisals?
  • Benefits of the Appraisal Process
  • The Managers Role in the Appraisal Process
  • The Employees Role in the Appraisal Process
  • Self Assessment

Eight Common Appraisal Techniques

  • Ranking
  • Paired Comparisons
  • Critical Incident Technique
  • Free Form/Narrative
  • Self Assessment
  • Assessment Centre
  • Performance
  • Rating

Key Implementation Areas of 360-Degree Feedback

A Ten Step 360 Degree Feedback Process.

Are you ready for 360 Degree Feedback?

  • Top Management Buy-in
  • Past History
  • Coaching and Management Skills
  • Trust and Interdependence
  • Self Assessment
  • Organisational Stability

Why 360-Degree Feedback Programs Fail

Return to catalogueAuditing

Introducing auditing systems to comply with standards imposed by customers and regulatory authorities has become the operational benchmark for business and organisational survival.

In this auditing learning package you will learn how to implement an effective audit process within any organisation.

Program Description

Within this Learning package participants will develop competence in:

Introduction to Auditing.

  • Why Audit
  • What is an Audit
  • Types of Audits
  • The focus of an Audit

Pre-Audit Activity

Audit History

Scoping the Audit

The Audit Team

  • Forming the Team
  • The Lead Auditor
  • Auditors
  • Guides

Planning the Audit

  • Planning
  • Scheduling
  • Documentation
  • Constraints

Performing an Audit

  • Opening the Audit
  • Managing Activity
  • Gathering Evidence
  • Create and manage relevant documentation

Delivering the Results

  • Terminology
  • Recording and Reporting
  • The Closing Meeting
  • Corrective Action

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Benchmarking

Are you looking to introduce benchmarking processes or are you trying to train others to implement a benchmarking process?

For an organisation to be successful it must be constantly learning and evolving by incorporating best organisational practices.

Completion of this course will provide participants with a clear blueprint from which a successful benchmarking system can be built after the course is over.

Program Description

Within this Learning package participants will develop competence in:

Introduction to Benchmarking.

  • What is Benchmarking?
  • Best Practice

The Benchmarking Process

Recognizing the Need for Benchmarking

Scoping Benchmarking Activity

Building a Project Team

  • Agree the Approach
  • Decide the Objectives
  • Implement the Project Plan
  • Review the Project Findings
  • Implement Improvements
  • Evaluate the Project and the Benefits

Are you ready for implementing a benchmarking project?

Why Benchmarking Programs Fail.

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Change Management

Change is a permanent feature of all organisations regardless of sector or size. However the ability to harness and manage change so as to bring about a positive outcome for the organisation is one of the main challenges faced by business leaders - it is also the greatest source of competitive advantage.

This comprehensive change management Learning package will help all organisations not only come to terms with change but will also enable employees to manage change effectively.

Program Description

What is Change?

  • Drivers For Change
  • The Change Adept Organisation

Types of Change.

  • Incremental
  • Planned
  • Transformational

Dimensions of Change.

  • Leader-Driven
  • Process-Driven
  • Improvement-Driven
  • Organisational Renewal

Preparing For Change.

  • Pressure For Change
  • A Clear Shared Vision
  • Actionable First Steps
  • Developing Belief

Resistance To Change.

  • Why Change Doesn't Work
  • Reasons For Resistance
  • Dealing With Ambiguity

Leading Change.

  • Why Do We Need Change Leadership
  • Change Leadership
  • Fighting Complacency

Communicating and Implementing Change.

  • The Transition
  • Communicating The Change

Implementing Change.

  • Shareholder Involvement
  • Leading From The Top/Delivered From The Bottom
  • Measured and Monitored
  • Coping With Change

Change Failure.

  • Why Does Change Fail?
  • Are You Ready For Change?

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Coaching and Mentoring

Coaching and Mentoring can be used to effectively unlock the potential that already exists within any organisation.

The organisation’s most valuable resource is its people or put more concretely, the knowledge and passion that resides within the hearts and minds of its people. Within this Learning package you will learn how to introduce coaching and mentoring within any organisation.

Program Description

Within this Learning package participants will develop competence in:

Why Do We Need Coaching and Mentoring?

Beneficiaries of Coaching and Mentoring?

- The Coach/Mentor

- The Employee

- The Department

- The Organisation

Coaching

- Definition

- What is Coaching?

- Characteristics of an Effective Coach

- Attitudes For Effective Coaching

- Types of Coaching

- Coaching For Effective Actions

Six Ways to Start Coaching.

Designing a Coaching Program.

- The Coaching Concept

Skills For Effective Coaching.

- Communication

- Providing Feedback

- Giving Instruction

Mentoring

- Definition

- Differences between Coaching and Mentoring?

- Informal Mentoring

- Formal Mentoring

- Characteristics of Great Mentors

- Why Use Formal Mentoring

- Mentoring and Business Objectives

Piloting a Mentoring Program.

Five Mentoring Models.

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Competencies And The Organisation

"How do you define competencies in your organisation?" and "How do competencies shape the future of an organisation?"

This Learning package examines competencies from the perspective of the organisation and provides a framework for developing competency-based systems for application within training and development, succession planning and recruitment and selection, so as to deliver real and measurable benefits to the organisation.

Program Description

Within this Learning package participants will develop competence in:

Why We Need To Know About Competencies?

How Competency Relates To Business Needs.

Introduction to Competencies.

  • Definition of Competency
  • Leadership
  • Competency Development
  • Competency and Performance

Identify the Key Components of a Competency.

  • Mapping Competencies
  • The Learning Organisation
  • Competency and Learning
  • Obstacles to Developing Competencies

Barriers to Developing a New Competency.

Types and Laws of Learning.

Competency and Your Organisation.

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Creative Problem Solving

Imagine increasing productivity, reducing waste and improving customer satisfaction by developing a process for effectively solving problems.

These benefits and many others are the excellent reasons to learn the creative problem solving techniques outlined and build a toolkit for solving problems that form part of every day life in today’s organisation.

Program Description

Within this Learning package participants will develop competence in:

Introduction.

  • What is a Problem?
  • Why Solve Problems
  • The Problem Solving Process
  • Types of Problems

Problem Solving

  • People
  • Process
  • Attitude
  • Continuous Improvement

Problem Solving Techniques

  • Brainstorming
  • TPN
  • Matrix
  • Paired Comparisons
  • Team Purpose Analysis
  • Ishikawa Chart
  • SWOT Analysis
  • The 5 W's
  • Cause and Effect

Benchmarking and PDCA.

Why Problem Solving Fails.

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Client / Customer Relationship Management

Clients and customers are the core requirement for any business or organisation and as such there is a need to foster and maintain great relationships with them.

This relationship management Learning package takes a refreshing look at the key requirements for a CRM process that integrates your organisation with those of your clients or customers.

Program Description

Within this Learning package participants will develop competence in:

What is Customer Relationship Management?

  • Focus on Relationships
  • How Does CRM Impact The Organisation?
  • Why Does The Organisation Need CRM?
  • CRM As A Product
  • CRM As A Process

Looking At Customers

  • Identifying Your Customer
  • Internal Customers
  • External Customers
  • Why Do We Need Customers?
  • Customer Expectations
  • Integrating The Customer
  • Generating A Customer Focused Solution

Managing The Customer

  • Why Manage Customers?
  • Pareto Principle
  • Customer Value
  • Hierarchy of Service
  • Information Versus Knowledge
  • Customer and Culture

Measuring CRM

  • Characteristics of Excellent CRM
  • Measuring Customer Service
  • Problems in CRM
  • Process Analysis in CRM

Standards and Continuous Improvement in CRM

  • Standards
  • The QCT Link in CRM
  • Continuous Improvement in CRM

CRM as a Business Process.

CRM, Communication and People

  • Communication as a CRM Activity
  • People and CRM

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Effective Complaint Handling

Complaints are often regarded as negative and troublesome issues that deflect resources from the ‘real work’ of the organisation.

This effective complaint handling Learning package re-positions complaints in a more positive light and gives details on how a complaint handling process can be designed and implemented in any organisation.

Program Description

Within this Learning package participants will develop competence in:

Introduction.

  • Complaints and the Organisation
  • Why Handle Complaints/
  • Internal and External Customers

Complaints.

  • What is a Complaint?
  • Sources of Complaints
  • Benefits of Complaints
  • Dangers of Complaints

Customers.

  • Perspectives
  • Perceptions
  • Expectations

Complaint Handling Process

  • Build the Process
  • Systemization
  • People and the Process
  • Customer Care Competencies

Documentation

  • Handling Documents
  • Capturing the Complaint

Formulating a Solution

  • RADARS Criteria

Ownership

  • Roles
  • Responsibility
  • Objectives
  • Auditing
  • Improvement

Failure of Complaint Handling Systems

  • Impact
  • Causes
  • People Factors
  • System Factors
  • Why Some People Don't Complain

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Effective Meetings

Both managers and employees spend a considerable portion of their working day involved in meetings. However when we examine the return on investment for meetings, most organisations soon realize that this return is well below what would be considered acceptable for other investments.

This effective meetings Learning package has been developed to critically examine meetings within organisations and to propose changes in the way we approach, participate and deliver results from meetings.

This training module is designed to prepare individuals and trainers to introduce effective meetings in any organisation long after the course is over.

Program Description

Within this Learning package participants will develop competence in:

Introduction.

  • What is a Meeting?
  • Value of Meetings in the Organisation

Making Meetings Work

  • Understanding Meetings
  • Meeting Types
  • Knowing Why Meetings Fail
  • Applying Key Skills and Techniques

Formal and Informal Meetings

Functional and Symbolic Meetings

Seven Success Factors For Meetings

Roles and Responsibilities

  • Chairperson
  • Timekeeper
  • Recorder
  • Participant

Meeting Responsibilities

  • Pre-meeting
  • Mid-meeting
  • Post-meeting

Leading Meetings

  • Leadership Styles For Meetings

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Effective Teamworking

Teamwork – a simple concept that delivers excellent results.

This teamwork training module presents the factors that can make teams succeed or fail and delivers useful tools and techniques that when applied will facilitate effective team based activity.

Program Description

Within this Learning package participants will develop competence in:

Introduction

  • What is a Team?
  • Teams and The Organisation
  • Groups versus Teams
  • Types of Teams
  • Characteristics of Teams

Stages of Team Formation

.Roles and Responsibilities.

Communication in a Team.

  • Levels
  • Barriers
  • Emotional Intelligence

Effective Team Behaviours.

Systematic Team Work.

High Performance Teams.

  • Characteristics
  • Maintenance
  • Causes of Low Performance

Leading a High Performance Team.

Why Teams Fail

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Employee Absenteeism

Each year employee absenteeism costs organisations millions of dollars in lost revenue. However, employee absenteeism is not just an employee issue it is an organisational problem and therefore becomes everyone's responsibility.

This highly practical employee absenteeism Learning package dispels the many myths around employee absenteeism and details how to implement an effective absence management program within any organisation.

Program Description

Within this Learning package participants will develop competence in:

Understanding Absenteeism

  • What is Absenteeism?
  • Costs of Absenteeism to the Organisation

Types of Absenteeism

Know Your Problem

  • Do you have an Absenteeism Problem?
  • Ask the Right Questions
  • Use the Information
  • Measuring Absenteeism
  • Absence (Lost Time, Frequency)
  • Turnover (Separation, Stability)

Managing Absenteeism

  • Purpose
  • Employee Handbook
  • Attendance Policy
  • Training and Coaching
  • Corrective Action

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Employee Motivation

Are you looking to motivate staff in your organisation? Do you need to train others on motivation?

This course is designed to prepare individuals, and in particular managers, to increase motivation levels within any organisation. It provides a strong foundation on motivation theory as well as a roadmap from which a successful motivation system can be built after the course is over.

Program Description

Within this Learning package participants will develop competence in:

Employee Motivation and the Organisation

  • What is Motivation?
  • Benefits to the Manager
  • Benefits to the Organisation

Needs Theories of Motivation

  • Hierarchy of Needs
  • ERG Theory
  • Two Factor Theory
  • Achievement, Power and Affiliation

Process Theories of Motivation.

  • Equity
  • Expectancy
  • Goal Setting

Master how motivation is generated and maintained for yourself.

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Enterprise Dynamics

Examine any business and you will see a complex array of interdependent activities that are constantly affected by and at the same time causing changes in the enterprise dynamics within an organisation.

This enterprise dynamics Learning package provides an insight to some of the dynamic components that exist within all organisational groups.

Program Description

Within this Learning package participants will develop competence in:

Business Basics.

  • The Business Environment
  • Dimensions of Business Design
  • Factors to Consider

Business Critical Components

  • Generic Strategies
  • Resources
  • Competency
  • Managing Change
  • Communication

Marketing and Selling Your Product

  • Product
  • Price
  • Profit
  • Place
  • Promotion
  • The Sales Equation

Innovation, Quality and Continuous Improvement

  • Benefits of Innovation
  • Continuous Improvement
  • Quality

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Facilitation Skills

The ability to facilitate groups within the organisation has become a critical business skill.

Program Description

Within this Learning package participants will develop competence in:

What is Facilitation?

  • When is it appropriate to employ facilitation?

The Facilitator

  • What is a Facilitator?
  • Traits of an Excellent Facilitator
  • Are You A Facilitator?
  • Functions and Styles

Facilitation Techniques

  • Awareness
  • Brainstorming
  • Nominal Group
  • Affinity Diagram
  • Fishbowl
  • Undiscussables
  • Multiple Perspectives
  • The Hanger

People in the Process

  • Facilitation and People
  • Group Dynamics
  • Personality Types
  • Dealing with Conflict

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Group Dynamics

Group dynamics plays a critical part in determining the ultimate success of the organisation.

This comprehensive group dynamics Learning package provides a detailed insight, with practical applications, to release the potential of groups within the organisation.

Program Description

Within this Learning package participants will develop competence in:

Group Dynamics and The Organisation

  • What is a Group?
  • Types of Groups

Group Performance Factors

  • Norms
  • Size
  • Composition
  • Socialization
  • Cohesiveness

Stages of Group Development.

Different Communication Types within Groups

  • The Wheel
  • The Y
  • The Circle
  • The Chain
  • The Network

Groups Versus Teams

  • Stages of Team Development
  • Management Team Roles

Implement effective group working within the organisation.

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Human Resource Management - Recruitment

Although recruitment has always held an important place within organisations the growing demand for highly skilled staff has meant that effective recruitment practices are now becoming a considerable source of competitive advantage.

This human resource management recruitment course is designed to prepare individuals and trainers to introduce effective recruitment and selection systems.

Program Description

Within this Learning package participants will develop competence in:

Recruitment and the Organisation.

The Selection Decision.

Biases in Selection.

  • Expectancy Effect
  • Primacy Effect
  • Information Seeking Bias
  • Contrast and Quota Effect
  • Stereotyping

The Recruitment Process

  • Job Analysis and Job Descriptions
  • Sourcing Candidates
  • The Recruitment Interview
  • Psychometric Testing
  • Reference Checks and Making an Offer

The Recruitment Interview.

  • Mutual Preview
  • Assessment
  • Negotiation

Six Critical Types of Interview Questions.

Psychometric Testing.

Reference Checking.