The following training courses are offered by Panlila Consulting. Further courses can be developed based on our customer’s specific requirements.
Training Workshops and Courses vary in length depending on exact customer requirements and complexity. We offer anything form short (4 hours) workshops through 1 and 2 day training workshops, to extended programs (up to 28 days).
EFFECTIVE COMMUNICATION & INFLUENCING SKILLS (NQF LEVEL 3-10)
Individual and team success depends upon the ability of individuals to communicate with others, face to face, as well as virtually. Every interaction with another person determines how you are perceived and every interaction is an opportunity to develop trust and exert positive influence. Whether presenting one to one or to an audience of one thousand, conveying information to a project team or delivering a difficult message, communicating effectively is one of the most powerful skills for achieving your objectives.
Just as most other things on earth, relationships have a built-in tendency to disintegrate and gradually function less effectively over time when no “maintenance work” is done. It is therefore necessary from time to time to diagnose how you are doing and take corrective action in the area of communication, which is what relations are built on.
- Well defined goals for more effective communications
- The ability to create an open environment for communication
- The skill to communicate clearly
- Stronger relationships through powerful communication
- An understanding of other people’s communication styles and needs
- Techniques to facilitate effective team and meeting communications
- Emotional Intelligence to deal with difficult situations
- Goals for Specific Communications — define your goals and then the most effective methods of delivery
- The Communication Process — understand the six step process
- Foundation Tools — for setting the stage for successful communications, one on one and with groups
- Barriers to Effective Communications — identify and develop methods to break down those barriers
- Communication Skills — learn how to combine the four key elements and the five basic skills to communicate with impact
- Influencing Techniques — expand on communication skills, using techniques and strategies to influence others behaviors and develop more collaborative working relationships
- Planning a Communication Strategy — identify your communication outcome and plan the best approach for achieving positive results
- Face to Face and Virtual Facilitation/Meeting Communication Skills — learn to communicate and facilitate effective group interactions
EMOTIONAL INTELLIGENCE (NQF LEVEL 4-10)
Our ability to deal effectively with our emotions in the work place is critical to our success as managers and service providers. As the pace of the world increases and our environment makes more and more demands on our cognitive, emotional and physical resources, Emotional Intelligence is increasingly critical as a skill set. Emotional Intelligence strategies combine with native intelligence increase our ability to successfully manage the constant challenges from customers and our business associates.
Through skill building exercises, and group discussion, this one-day course will provide you with the opportunity to identify your own challenges in maintaining positive environments and collaborative relationships as well as overcoming resistance and negativity. Participants will explore tools, techniques, skills and perceptions to perform your role and manage your emotions with confidence and positive results.
- How to recognize and understand the five competencies for building Emotional Intelligence
- Self-motivation and job satisfaction as factors that contribute to high performance
- Practical tools and skills for communicating effectively, assertively, and collaboratively
- Influencing and partnering skills
- Communication approaches and skills for developing relationships and ownership for successful outcomes and follow through
- Skills for conflict management and dealing with difficult situations
- How to choose perceptions and behaviors that will lead to positive outcomes
- Emotional intelligence in the workplace
- Participant Challenges and Goals
- The Five Competencies of Emotional Intelligence
- Applying the Competencies
- Choice and Control Model
- Outcome Thinking
- Dealing with Individual Challenges
- Action Plans
PROBLEM SOLVING & CREATIVE DECISION MAKING (NQF LEVEL 3-10)
In the workplace, you’ll need to make decisions and resolve problems frequently. And while many of your decisions are not so important, some are potentially life changing. So learning how to use effective strategies and tools will help you to make the right decisions at the right time.
Decision making is how we cope with our environment and live our life. From the decision to rise in the morning to the decision go to bed at night, we are constantly making decisions and frequently solving problems. Throughout each day we are confronted with a variety of problems and decisions that require a rational, thoughtful response.
Problem Solving and Decision Making presents a structure, process and tools to help you solve problems and make decisions. This course is about proactively attacking problems and making timely decisions that help you solve work problems and make decisions to bring value to your company and your customers. In addition, the skills, processes and tools taught in this course can bring value to other aspects of your life as well. This course takes delegates through a 10-step problem solving & decision making process. The delegates will work on actual problems in class. The focus in class is on group decision making, but participants will be able to apply the same processes and tools to individual problems and decisions.
- Identify one or more problems to solve
- Create a problem statement
- Conduct a root cause analysis of the problem
- Develop criteria to evaluate solution to the problem
- Generate a list of solutions
- Select the best solution
- Validate their solution
- Develop a plan to implement the solution
- Develop a plan to monitor and verify the solution
- Develop a communication plan
- Think creatively and be a contributing member of a problem solving team
- What is problem solving and decision making and why it is important
- The Ten-Step Problem Solving Process
- Define and Analyze the Problem
- Determine the Cause(s) of the Problem
- Generate Alternative Solutions
- Select the Solution – Make a Decision!
- Implement the Solution
- Monitor and Verify your Solution is Working
WORKPLACE CONFLICT MANAGEMENT (NQF LEVEL 5-8)
The purpose of this programme is to introduce junior managers to the typical sources of conflict in the workplace and to provide them with information on the best path to follow for positive solution to conflict, including legislative and organisational requirements. Candidates are also given an opportunity to resolve an actual conflict situation to give evidence of their own ability – including recognition of own weaknesses and development needs. The programme is designed to identify and manage the resolution of personal conflict between individuals or teams. The main focus is on the workplace, although the same principles can be used elsewhere. Business teams and leaders are equipped with a range of skills and strategies which will help them to manage and resolve the inevitable conflicts which are part of any business process.
- Understand the main sources of conflict
- Analyse and understand the nature of conflicts
- Describing appropriate techniques to manage conflict
- Implementing skills and strategies to manage and resolve conflict
- Develop the confidence to tackle conflict effectively
- Developing the attributes of a good conflict leader
- Handling customer complaints
- What is conflict?
- Communication skills for conflict resolution
- Handling customer complaints
- Managing stress
- Planning into action
CONDUCTING EFFECTIVE MEETINGS (NQF LEVEL 4-5)
Our ability to manage effective meetings is critical to organizational success. To work successfully with people so that they produce desired results while feeling respected and motivated is a challenge. This one-day interactive program focuses on the skills, qualities, techniques and tools needed to plan, conduct and follow through for face to face and remote meetings. Meetings are a vehicle to bring out the best ideas, utilize resources for effective problem solving and resolve conflict that Impacts effectiveness. Through a series of hands-on learning exercises participants have a chance to practice meeting effectiveness roles, use facilitation tools and skills and receive feedback and coaching on how to deal with specific meeting situations and difficult behaviors. Participants will acquire valuable tools and skills for keeping people focused, following through on decisions and actions, and achieving desired outcomes.
- The ability to plan a meeting and structure an effective agenda
- The ability to effectively manage the three phases of a meeting — before, during, and after
- Tools and structures to run an effective meeting
- The ability to successfully facilitate challenging situations
- An understanding of how to use strategies and techniques for dealing with difficult behaviors
- Checklists, tools, and formats for face-to-face and virtual meetings
- Why Have Meetings?
- Foundation Tools for Meeting Effectiveness
- Utilizing the Role of Scribe, Facilitator and Summary Presenter
- Challenges and Goals
- Meeting Effectiveness
- How to Manage the Three Phases
- Before – Planning and Preparing for the Agenda
- During – Keeping Members Focused and on Track
- After – Following Up with Notes and Check-ins on Actions
- Agenda Planning Exercise
- Develop the Team
- Types of Decisions and Strategies
- Use Key Questions to Facilitate Dialogue
- Identify and Analyze Goals and Factors
- Choosing the Right Process
- Team Exercise – Meeting for Results
THE TOTAL LEADER: ESSENTIAL SKILLS FOR EFFECTIVE LEADERSHIP (NQF LEVEL 4-10)
Good leaders have always been expected to be able to solve new problems, capitalize on new opportunities and navigate through the ever-changing landscape of business. Leadership is a complex process by which the leader influences others to perform and achieve. The leadership attributes – belief, values, ethics, character, knowledge, and skills – are all traits, which can be learned. This course provides the basis for understanding what leadership is and what leaders do to be successful.
- Define what leadership is and how it is applied at all levels of organizational management
- Understand the basics of leadership and motivation
- Determine what is necessary to lead teams and organizations, and how to integrate this with business management
- Develop skills in communicating, influencing and negotiating with peers, subordinates and senior managers
- Become adept at assessing leadership traits and qualities in ourselves and others
- Learn how to develop leadership in ourselves and others
- Appreciate the importance of organization culture and the leader’s role in establishing it
- Understand key success factors (KSFs) for successful rollout of Management of Change in dynamic organizations
PRESENTATION SKILLS (NQF LEVEL 3-8)
‘The human brain starts functioning the moment that you are born, and never stops until you are unexpectedly asked to speak in public.’ – Roscoe Drummond
Today’s managers are regularly expected to deliver sophisticated and powerful presentations of strategies and results to various audiences. Such presentations delivered with creativity, memorable information, and enthusiasm, leaving the audience wanting more, is the key to successfully selling ideas, products, and services. The ability to present powerfully and persuasively with confidence and authority is a key executive competency essential in all organisations.
No matter how good or bad a message is, if it’s not delivered in an interesting and effective way, chances are it won’t be heard at all.
- Identify the essential components of a present
- Describe an audience analysis and why it is a needed step in a presentation
- Organise information in a clear concise manner
- Create an attention-grabbing introduction
- Implement techniques for varying vocal tones and body language
- Develop strategies for handling bullies and disruptive parties
- Point out benefits and pitfalls of various visual-aid options and audience seating arrangements
- What a successful presentation looks like
- Understanding audience differences
- Adding vocal variety
- How and when to use humour
- Managing bullies
- Effective visual aids
- Preparation & practice
TIME MANAGEMENT (NQF LEVEL 3-8)
How is it possible that some people are able to juggle career, family life, community life, their own studies, sport and hobbies, and then still find the time to volunteer to assist in a school project or a community play?
The productivity experts will tell you that the secret is in their ability to prioritize, set goals, plan and act on these plans, in other words, their effective management of time.
Attendance on this training…Can’t give you more hours in day, but can teach you how to decide what to do and when to do it
Explains the fundamentals of time management
Share proven ways of getting the most out of your day
Enhanced understanding of the value of time
Provides suggestions on how to balance work and home
Techniques for eliminating time wasters
Tips on How to conquer procrastination
It focuses on the Principles and systems that individuals use to make conscious decisions about the activities that occupy their time”
- The realities of time
- Proven time tools that work
- Eliminating time wasters for good
- Goal setting for peak performance
- Work better with others: Delegating & Saying NO
- Tactics for managing home time better
PERFORMANCE MANAGEMENT (NQF LEVEL 4-10)
Performance Management means creating both competence and growth for employees. Effective Performance Management incorporates a series of on-going assessments, processes and activities that encourage growth and measure progress in attaining objectives. Good Performance Management focuses on developing others.
Identifying areas that require either correction of performance or development of skills is crucial to a productive workforce. Management at all levels need to be able to coach and counsel towards desired outcomes in order to prevent formal disciplinary steps.
This workshop will help in assessing performance and making decisions to develop the performance of others. Managing performance comes with greater responsibility for the work output and progress of others. Following the process will help you grow the skill to evaluate others.
- Gain cooperation by giving feedback the employees want to be given
- Deliver employee feedback comfortable and confidently
- Successfully manage employee resistance
- Develop performance solutions with employee input
- Resolve concerns employees have about what they’ve been asked to do
- Provide positive reinforcement and show employees the value of their work
- Make feedback agreements with employees to avoid future problems
- Approach employees who agree to improve their performance but don’t
- Developing an effective feedback model
- Overcoming employee resistance to feedback
- How to give and receive feedback
- Defusing anger and avoiding misunderstanding
- When employees agree to improve performance but don’t
- Positive reinforcement
- Improved manager-employee work relationships
EMBRACING AND MANAGING WORKPLACE DIVERSITY
In the new global economy, it is more important than ever to understand how culture affects communication and perception. Improving intercultural communication enhances success by bringing varied perspectives and fresh ideas into the workplace. At no time in our history has the workplace been so diverse. Managing that diversity can often be difficult for those in charge.
South Africa is no ordinary country. Few people have remained unmoved. Only a few people really understand the soul of the people of the rainbow nation. Geographically and culturally SA is a world in one country yet some find interactions between divergent cultures fascinating but to experience it yourself is not always painless. The bottom line – the success of SA depends on how our people live and work together happily & understanding of each other is crucial.
This program is designed to give participants a solid understanding of what diversity is, how they can benefit from it, and how they can manage it within their organisations.
- Understanding what diversity and its related terms mean
- Understanding how aware they are of diversity and where they can improve
- Understanding how changes in the world can affect them and their views
- Recognise stereotypes – learning about biases and gaining insight into one’s own perspectives
- Explaining the concept of choice
- Identifying pitfalls related to diversity and how to avoid them
- Practice dealing with inappropriate behaviour
- Adopt a management style that encourages diversity
- Explore a practical model that allows for the embracing and management of diversity
- Defining diversity – how we got here
- What does this have to do with me – how does it affect me
- Who gets hurt – Stereotypes
- Why words matter – choosing vocabulary
- How to discourage diversity
- Managing diversity – Encouraging diversity while discouraging discrimination
WRITING REPORTS AND PROPOSALS
Clear, well-planned and crafted reports and proposals get better results. In many ways, they also communicate the strengths of the organisation, not only in the words chosen, but the very structure and organization of the document. Whether you are trying to respond to a business opportunity, communicate progress on an important project or share your ideas with others, the structure, style and expression of your report or proposal can be a major factor in achieving your goals.
Report and Proposal Writing is designed to provide individuals with the skills they need to improve the planning, structuring and formatting of formal and informal reports and proposals.
- Structure of a report and proposal
- What is a good report, what is a bad report
- Difference between reports & proposals
- Identify the value of different types of reports and proposals, and explore common problems found with them
- Identify the prime objectives and outcomes of your report or proposal
- Analyze your intended audience in terms of knowledge, needs and attitudes
- Map out preliminary content, and identify and develop solutions for obstacles
- Structure the opening, body and summary of your report or proposal • Develop an executive summary
- Illustrate data, statistics and information
- Use effective grammatical structure and write in a clear, concise manner
- Differentiate between fact and opinion
- Edit your documents using an editing checklist
- Structure and write letters and mini-reports and proposals
- Properly package your report or proposal
- Planning Reports and Proposals
- Structuring Reports and Proposals
- Review of Business Writing Skills
- Editing Your Report
- Packaging and Presenting Your Report
INTERVIEWING SKILLS AND CV COMPILATION
Applying for a job is a skill everyone needs to harness, and in practice that means getting your CV in shape and practicing your interview skills.
The purpose of this one-day course is to understand how to be the best possible candidate you can be for the job you want.
Over the day you will get to the bottom of what employers are looking for, learn how to create a winning CV and practice your interview style.
- what you want from your next job
- discover what your employer is looking for
- understand the purpose of a CV
- target your CV for specific jobs
- what to include and what to leave out of your CV
- write strong personal statements
- consider key interview questions
- gather information and evidence to use in your answers
- improving your body language
- practice your interview techniques in a supportive and friendly environment
- how to ask for feedback
The results of uncontrolled stress are serious and costly to the individual, the organization and society. Although we can remove some stressors, it is not likely that we will ever live in a stress-free world.
Upon course completion, participants will be able to:
• Understand positive stress
• Identify symptoms of burnout and overload
• Identify the sources of stress in your work life
• Change behaviours which add to stress
• Make changes to situations that can be influenced
• Develop positive responses to situations that cannot be changed
• Develop strategies to prevent feeling overwhelmed
- What is stress?
- Causes of workplace stress
- Managing stress caused by time constraints
- Managing stress caused by conflict
- Avoiding distress (burnout)
- Planning into action
RECRUITMENT AND SELECTION (NQF LEVEL 4-10)
In a highly competitive business world, an organization’s staff can determine whether a company profits or perishes. This course presents recruitment and selection as an essential component in recruitment planning. The role of recruitment and selection is examined in relation to an organization’s overall profitability or viability. Through a blend of theory and application, the course introduces delegates to a wide range of issues, principles, practices and trends in recruitment and selection.
Upon successful completion of this course, the delegates will have reliably demonstrated the ability to:
1. Describe the importance and relevance of recruitment and selection to South African Organizations.
2. Identify the major legal issues affecting recruitment and selection, and discuss recruitment and selection systems that meet legal requirements.
3. Explain and apply the requirements for measures used in staff selection and recruitment to evaluate applicants fairly and in an unbiased fashion.
4. Illustrate the role of competencies and performance management in recruitment and selection.
5. Evaluate the role that human resources planning, organizational and job analysis have in selection.
6. Develop and participate in an interview process.
- Overview to recruitment and selection
- An overview of the systems approach recruitment and selection, tools, methods
- Ethical and professional standards in recruitment and selection
- A review of legislation affecting recruitment and selection
- Understanding of Job analysis and job competency models
- Screening, testing, interviewing, decision making, selection
- Recruitment and selection and performance management
MANAGEMENT (NQF LEVEL 5-10)
Management courses are an outstanding medium that can facilitate the improvement of various qualities such as leadership and innovation. This course does not only emphasize creating professional managers that will be able to survive in today’s competitive world, but delegates will also be able to enhance any existing skills that they already have.
The course of management is designed to discuss management theories, concepts, techniques, and practices in the context of complex, dynamic, changing and a globalizing business world. Applying the functional or process approach to the study of management, the discussion will cover all main management functions: planning, organizing, directing and controlling. This will equip delegates with a framework for understanding and analysing the nature of managerial works and the determining factors of managerial success. Application of the learning materials will be encouraged through case discussions and other experiential assignments.
- To provide a conceptual and theoretical knowledge about the important functions and activities of management.
- To develop critical ways of thinking (analysis and synthesis) for evaluating and applying a variety of concepts and techniques in managerial decision making situations through case discussions and other experiential assignments.
- To facilitate delegates to become an active creator of their own knowledge base by becoming a learner through direct observations of examples of managerial behaviour in daily life.
Enhancement of the following capabilities
- Management capabilities
- Presentation skills
- Team Building capabilities
- Problem Solving skills
- Communicate with confidence & presenting ideas and proposals?
- Understand disciplinary procedures and labour relations?
- Provide feedback on change and progress?
- Building confidence and skills in their teams?
- Getting things done through planning?
- Setting team goals and performance standards?
MEASURING TEAM PERFORMANCE (NQF LEVEL 4-10)
When performance can be measured, it can be improved. Improvement in performance meets a basic human need–we want to become better at what we do and ultimately become high performers. All good organizations measure their teams in order to determine if they are meeting expectations of stakeholders. Measuring team performance allows organizations to continue to improve and grow by aligning decisions based on the progress of a team.
- To supply a step-by-step process to measure the performance of teams in a way that empowers them.
- To assist teams to focus on feedback on specific performance goals, help teams to track progress, enhance motivation and improve performance.
- This course provides guidelines for choosing metrics that best reflect the critical points for successful team performance.
- It introduces strategies to use qualitative information gathered from a variety of sources to compliment the quantitative data.
- This course aims to help teams to interpret measurement results in order to evaluate performance and set new goals.
Through the application of a 5-step process, facilitates the measurement of team performance by:
- Getting your team focused, by focusing on strategic KPI’s
- Narrowing down the team’s most important points of leverage
- Uncovering the team’s highest point of leverage
- Clearly mapping the team’s most measure-worthy results using a results map
- Engaging the team in designing their own measures using the measure design
EMPOWERING TEAM MEMBERS (NQF LEVEL 4-10)
Empowered teams have increased levels of responsibility and authority over the work that they do, giving them the autonomy to plan and manage work, make their own decisions and solve their own problems – responsibilities that are traditionally owned by the team leader.
This learning programme that will lead the delegates to a greater understanding of empowering team members through recognising strengths, encouraging participation in decision making and delegating.
Some of the benefits of an empowered way of working include:
- Cost savings
- Innovation and continuous improvement
- Effective decision-making
- Increased productivity
- Recognise team member performance
- Encourage participation in decision-making
- Delegate tasks
- Review decisions and performance of delegated tasks
- Defining team goals
- Setting boundaries
- Providing information
- Giving advice
- Developing people’s skills through coaching
- Encouraging people and boosting their confidence
IMPLEMENTING CHANGE (NQF LEVEL 5-8)
There are few guarantees in the workplace but change is one of them. Does your organization know how to successfully implement a change plan in the workplace? Effective change implementation planning has never been more crucial, but organizations are simply not achieving the successes they want. So often kicking, screaming and complaining, our workforce reluctantly adapts only to find itself being faced with change once again in the future.
After attendance the course, participants should be able to:
- Change: What is it, why do we do it, and why most people don’t like it
- The change cycle
- The human reaction to change
- Ways to involve stakeholders and drive and communicate change
- Putting together a plan to move ahead
INITIATING AND CONDUCTING A DISCIPLINARY ENQUIRY (NQF LEVEL 4-6)
Unnecessary costs and frustrations of CCMA / Bargaining Council awards can be avoided through sound industrial relations practices and understanding of the law.
By investing in this Training Course you will be able to ensure that your managers and supervisors are fully trained and competent to initiate and preside over disciplinary enquiries and chair grievance hearings. It will lead delegates through the required procedural and substantive aspects pertaining to disciplinary action principles as contained in the Labour Relations Act. Successful delegates are able to identify and categorise transgression, implement appropriate procedures, represent an employee at a disciplinary hearing and effectively handle hearings and reach reasoned decisions on the basis of evidence presented.
Learning Outcomes & Course Content
Discipline and disciplinary hearings in the workplace
- An introduction to the disciplinary process and its purpose
- Fundamental premises that should apply to all disciplinary action
- Typical causes of disciplinary problems in a workplace
- The classification of transgressions relating to unacceptable conduct
- Resignation to Avoid Dismissal (RTAD)
- Initiating a disciplinary enquiry, collecting evidence, drafting the charges, preparing witnesses
- Opening statements, closing arguments, presenting the evidence, cross-examining witnesses and redirecting
- Procedural and substantive fairness
- The rules of evidence applicable to disciplinary enquiries in the workplace:
- The admissibility of evidence
- Allegations, evidence and facts
- Real evidence, admissions and confessions
- Deciding the merits of the case:
- Relevant and acceptable facts
- The reliability and credibility of witnesses
- The balance of probabilities
- The onus / burden of proof
- Formulating and documenting the finding
- Mitigating and / or aggravating circumstances
- Determining and ruling on the sanction
Dismissals: Unfair dismissals and unfair labour practices
- The right not to be unfairly dismissed
- The definition of dismissal
- Automatically unfair dismissals
- Other unfair dismissals
- Code of good practice: dismissal (Schedule 8)
- Understanding the categories of dismissals
- Dismissals on the grounds of misconduct
- Dismissals on the grounds of incapacity
- Dismissals for poor work performance
- Dismissal on the grounds of Ill health or injury
- Dismissals on the grounds of operational requirements
- The effective date of dismissals
- Disputes about unfair dismissals, the burden of proof, remedies
LEAN MANUFACTURING (NQF LEVEL 3-8)
Lean is an operational excellence strategy, a way of thinking and a toolset. Lean principles are designed to eliminate waste in every value-added operation with a clear focus on your customer’s needs. Lower your cost of doing business by reducing waste and defects in your processes.
The Lean Process Improvement Training course will enable teams with the right tools to implement lean principles of process improvement into the very core of their culture, reducing waste and improving product and service value to the customer.
- Gain an understanding of Lean
- Describe “The Toyota Production System” and TPS house.
- Master the five lean principles
- Learn how to categorise products or systems into the three groups
- Learn how to create and contribute to a lean enterprise
- Identify and reduce various types of waste
- Learn to create a plan for an organisation that’s more environmentally Lean
- Learn how to implement & evaluate Lean changes with PDSA cycle R-DMAIC-S models
- Learn how to effectively use lean thinking frameworks like 5W-2H, , and 5-S
- Prepare for and complete a basic 5-S
- Effective tips for data gathering, mapping and analysis using flow charts,
- Create a successful plan for a lean project
ASSERTIVENESS (NQF LEVEL 3-10)
Self-confident and assertiveness are two skills that are crucial for success in life. If you don’t feel worthy, and/or you don’t know how to express your self-worth when communicating with others, life can be very painful. These skills will provide opportunities and benefits to your participants in their professional and personal lives.
The Assertiveness And Self-Confidence workshop will give participants an understanding of what assertiveness and self-confidence each mean (in general and to them personally) and how to develop those feelings in their day-to-day lives. These skills will encompass many aspects of your participant’s lives and have a positive effect on all of them.
After participation in the course delegates will be able to:
- What does assertiveness mean to you?
- What does self-confidence mean to you?
- Obstacles to our goals
- Communication Skills
- The importance of goal setting
- Identifying your self-worth
- Looking the part
- Sounding the part
- Building credibility
- Making positive impressions
- Coping techniques
- Dealing with difficult behaviour
- The power of thoughts
CUSTOMER CARE (NQF LEVEL 3-8)
The purpose of this programme is to equip call centre/customer service agents with the skills, knowledge and behavioural attributes required to consistently deliver quality customer service. The course deals with the theory of customer service as well as the principles and how to implement these practically in the work environment. The correct telephone techniques and communication skills to employ when dealing with people over the telephone are covered and delegates are provided with the opportunity to practice these in the specific context of their work environment through simulated role-plays.
On completion of the training delegates will be able to:
- Customer Service Principles
- Identifying and Meeting Customer Expectations
- Telephone Skills
- Dealing with Irate Customers
- Communication Skills in Providing Quality Service
- Personal Action Plan
FACILITATION SKILLS (NQF LEVEL 5-8)
Effective facilitation skills are a highly desirable attribute for individuals who wish to manage meetings and planning sessions for more timely and productive outcomes. Facilitating is more than just setting a meeting time. It requires skills in negotiation and communication among others.
On completion of the training delegates will be able to:
- Define facilitation & identify its purpose
- Understand the benefits of good facilitation
- Master the role & focus of a facilitator
- Differentiate between process & content of a group discussion
- Learn effective tools for preparing for an effective facilitation session
- Master techniques for effective facilitation from Tuckman & Jensen’s stages of group development (forming, storming, norming & performing)
- Learn how to help a group reach a consensus and a final solution, by encouraging participation
- Practice techniques for dealing with disruptions, dysfunctions & difficult people in a group setting
- Define what interventions are, when they are appropriate and learn how to implement them
PERSONAL FINANCE MANAGEMENT (NQF LEVEL 3-7)
This course has been developed to educate participants on responsible personal financial management and to counteract the effect of media advertising that encourages debt and creates unrealistic financial expectations. Participants will be empowered with the necessary knowledge that will set them firmly on the path to financial independence
At the end of this course, delegates should be able to:
- The myths we believe about money
- Understanding basic financial management principles
- Setting some goals
- Develop a personal/household budget
- Reducing debt
- Dealing with debt
- Avoiding debt
- Limiting expenses
BASIC PROJECT MANAGEMENT (NQF LEVEL 5-7)
This course provides the fundamental overview of the basics of project management. It provides the theory and core methodology you will need to manage projects or participate on project teams.
This course does not make use of any project management software application, but instead focuses on the conceptual underpinnings that delegates must know in order to use any project management software application effectively.
Delegates will learn how to use project management techniques to plan, organize, control, document, and close out their projects successfully and with minimum risk.
- The project management life-cycle
- Setting up for success
- The project team
- Risk Management
- The project schedule
- The project budget
- Project Tracking and Control
- Project Reports
- Project Close-out
WORKPLACE READINESS PROGRAMME
Are you ready to present yourself to the world of work?
Do you know how to compile a killer CV?
Do you have the skills to really ace an interview?
These are some of the areas that this workshop attempts to deal with.
- Contents of a CV & the Covering Letter
- The Covering Letter
- What future employers want to know
- Interview topics to be avoided
- The key to a successful interview
- The Interview Process – how to prepare yourself, what to expect
- Behaviourally based interviewing technique – practical role-plays – how to answer, what to ask
- Do’s and Don’ts in an interview
- What are Recruitment Agencies looking for?
- What are employers looking for and how to prepare yourself appropriately
A Return on Investment study attempts to provide a quantifiable training result as well as identify intangible benefits as a result of training. A ROI study will measure the impact of training on five different levels, and this is determined over a period of time e.g. 6 months post the training intervention.
- Level 1 Reaction
- Level 2 Learning Evaluation
- Level 3 Job Application
- Level 4 Business Impact
- Level 5 ROI – Monetary Benefits
Panlila Consulting offers ROI studies through all 5 levels.