Business Skills Courses

An empowering 1 day programme for professionals
About this course
In every organisation, there are people who appear to be uncooperative, uncompromising and uncommunicative whether deliberately or otherwise. These people could be colleagues, suppliers, customers or even your manager. The skill of, despite these difficulties, working harmoniously with these types of people involves subtly managing, influencing and guiding their behaviour whilst controlling and refining your reactions and responses to them. When you are calm, assertive and influential, you become the person controlling the interaction – working towards a mutually agreeable outcome.
This highly interactive and practical training course will deliver invaluable “here's-how-you-do-it” techniques. Your course leader will work through specific practical examples with you and provide you with real techniques for dealing with difficult people and situations. In fact, you will be given the opportunity to voice your own frustrations and challenges and a blueprint for dealing with these will be provided to you.Don’t let difficult people ruin your working life. Attend this practical 1 day training course and become a master at diffusing tension, gaining buy-in and engendering loyalty!
What will you learn? Professionals attending this 1 day training course will benefit by:
  • Identifying the most common types of difficult people and acquiring a proven methodology for dealing with each type
  • Discovering calm and effective ways of managing emotional customers, colleagues or employees
  • Learning how to keep your temper and not lose patience with difficult people or personality types
  • Implementing professional assertiveness and influencing skills that immediately defuse and derail volatile interactions
  • Developing specialised interpersonal skills that assist you in unearthing the root cause of difficult behaviour and help you to deal with this decisively
  • Learning to appreciate cultural, gender and age differences and distinguishing this from difficult behaviour
  • Discovering the nuances of body language so you are able to interpret situations clearly
  • Gaining an “Everyday” guideline to deal with specific and common, people related challenges in the workplace
About this course Innovation is at the core of business success. Innovation is about momentum – driving business forward through a creative process that assists professionals to solve complex challenges, innovate business processes, service customers and over-achieve personal and team goals. At every level of your organisation, your staff should be implementing design thinking methodologies to discover new, creative opportunities. This practical 2 day course will unpack design thinking methodologies and show delegates how to apply this approach to their everyday tasks.
What will you learn? This intensive 2 day course will guide delegates on how to:
  • Understand the concept of design thinking and how it can be successfully used to boost organisational performance
  • Realise the importance of innovation in the world of work and how successful companies worldwide are using design thinking to drive innovation
  • Discover and implement the key steps to effective design thinking
  • Use design thinking to create a more collaborative, flexible and productive team
  • Find innovative solutions to everyday problems and hurdles
  • Implement the fundamentals of design thinking to generate, define, test and implement new ideas
About this course One of the most challenging aspects of being a supervisor or manager is having to have difficult conversations. Those conversations about personal hygiene, tardiness, performance, attitude, dress sense or language use. These are all areas where intervention is absolutely critical, however we shy away from having these conversations as they are awkward, embarrassing or just uncomfortable. Luckily, there is a way to master these conversations, where you can learn how to broach difficult topics and maintain a calm and rational manner.
What will you learn? This intensive 1 day course will guide supervisors and managers on how to:
  • Identify what manner of intervention is required dependant on the staff member’s behaviour – sometimes a conversation isn’t enough
  • Initiate a difficult conversation in a professional and empathetic manner
  • Carefully assess the body language and verbal responses during difficult conversations so that you are prepared with a response
  • Use proven conversation techniques and templates for a variety of common yet uncomfortable workplace scenarios
  • Ensure that your difficult conversations result in behaviour change and end on a positive note
About this course Do you ever feel that there never seem to be enough hours in the day to achieve your daily tasks and objectives? Do you often find yourself rushing? Does your “to do” list seem to grow daily? Are deadlines looming and you can feel the pressure building? All of these are signs that you could potentially be managing your time and your priorities more effectively. This practical 1 day training course will provide you with valuable techniques to streamline your working day, providing you with user friendly, real world tips and techniques to get more done each day.
What will you learn? This intensive 1 day course will guide delegates on how to:
  • Understand the importance of being organised and how to achieve this
  • Use goal setting as an effective way of achieving more each day
  • Create and execute an action plan
  • Prioritise their daily tasks effectively
  • Limit procrastination by implementing some practical self management techniques
  • Use technology effectively to assist with managing time and ticking off tasks
  • Use delegation as an effective method for freeing up more time
  • Limit distractions and the downside of multitasking in order to stay on track
About this course On a daily basis, we negotiate with suppliers, customers, superiors, colleagues and even friends and family. Negotiation is one of the most commonly used practices in business – however we are not always aware that we are negotiating – or being negotiated! Finely-tuned negotiation skills allow you to enter any situation with a confident and clear view of what your objectives are, and allow you to find mutually beneficial outcomes in a range of negotiation scenarios. This practical 2 day training course will highlight different negotiation techniques that you will master to assist you in becoming more successful in your role.
What will you learn? This intensive 2 day course will guide delegates on how to:
  • Understand the essential role assertiveness and confidence play during negotiations
  • Establish their individual negotiation style and fine-tuning this for success
  • Avoid being intimidated during a negotiation by following some key self development techniques
  • Plan successfully for any negotiation to ensure you ae not surprised or blindsided during the process
  • Discover how to react masterfully to different negotiation tactics and tricks
  • Learn how to follow up effectively after any negotiate in order to seal the deal
About this course Emotional Intelligence is not simply about being in tune with your own emotions and those of others. It is a deep understanding of the drivers of behaviours, and using this knowledge to manage and direct the performance of those around you. Through implementing practical emotional intelligent leadership, managers are able to motivate and encourage their teams to achieve more, whilst improving their work satisfaction.
What will you learn? This intensive 2 day course will guide delegates on how to:
  • Understand Emotional Intelligence and its role in managing and motivating staff
  • Discover the building blocks of Emotional Intelligence and assess their current EQ levels
  • Use an understanding of the power of emotion to regulate behaviour
  • Understanding the role of verbal and non-verbal communication
  • Use heightened emotional intelligence to deal with issues like: conflict, performance, pessimism, absenteeism , communication barriers and generational / culture gaps
  • Implement refined Emotional Intelligence to control emotions, and as a result, make better decisions
  • Uncover the role that refined Emotional Intelligence plays during negotiations and collaborations
About this course In business, innovation is the act of transferring an idea or concept into a tangible product or service. It is the ability to encourage and harness creativity, which results in true value being added to a department or organisations. Innovation is what sets the high flyers apart from the mundane. Every department in a business benefits from the innovation from its members, and if this is encouraged and implemented, bottom line benefits automatically accrue.
What will you learn? This intensive 2 day course will guide delegates on how to:
  • Build and nurture a culture of innovation in a department or team
  • Focus on solving the right problems for the right people
  • Challenge the status quo by having the courage to take a risk
  • Collaborate with others to drive an innovative culture that builds on the ideas of each other
  • Implement solid planning and goal setting to ensure ideas are actioned and implemented
  • Prioritise creative ideas to avoid getting road blocked by an influx of new ideas
  • React fluidly and with flexibility to changes resulting in an agile and creative team
About this course Hiring new staff is a one of the most important skills a manager should refine, as a mistake in this area could lead to team disruption and demotivation. Additionally, bad hires are difficult to reverse, as companies are strictly governed by South Africa’s labour laws. It is therefore crucial that managers are familiar with the best way to conduct a job interview and know how to gain in-depth insight into every candidate they see. This course will provide managers with techniques to ensure only the most suitable and qualified candidates are hired.
What will you learn? This intensive 1 day course will guide delegates on how to:
  • Avoid wasting time and effort on unnecessary interviews by learning how to read between the lines of a CV  and dismissing unqualified candidates
  • Use a series of revealing questions to uncover and expose any areas of concern
  • Use active listening and questioning techniques to gain maximum information about the candidate
  • Read body language and other signs that indicate if the candidate is being truthful
  • Assess a candidate’s personality, allowing you to evaluate if they will fit into your team
  • Implement sifting techniques to make the final decision when they are faced with several qualified candidates
About this course Managers in companies are expected to not only achieve their departmental objectives and manage and lead staff, but also to add value to the company’s bottom line through a thorough understanding of the financial impact that their decisions make. In order to do this, managers need to understand the dynamic of finance within the organisation, and understand what different financial statements and reports  mean, and how they can use this understanding to make better decisions on a daily basis.
What will you learn? This intensive 1 day course will guide delegates on how to:
  • Understand what financial management means
  • Get to grips with financial terminology
  • Recognise and understand a variety of financial statements, including: the Income Statement, Balance Sheet, Cashflow Forecast – and how to use these statements to make better decisions
  • Understand the importance of cashflow and working capital
  • Apply the key fundamentals of budgeting and how to develop a functional budget that aligns with operational objectives
  • Use basic financial ratios to ascertain the viability of projects or initiatives
About this course South Africa is one of the most diverse nations in the world. To enable a cohesive society we have one of the most progressive constitutions in the world that gives protection to the rights of every individual to be valued, respected and not to experience any form of discrimination. This intensive 2 day training programme will delve deeply into the rich history of South Africa and highlight the key cultures and customs of South Africa’s main populations. Delegates will gain a deeper understanding and appreciation of their colleagues and customers and use this knowledge to build an inclusive and productive workplace
What will you learn? This intensive 2 day course will guide delegates on how to:
  • Gaining a detailed understanding of the cultures and customs of South Africa’s main population groups
  • A deep understanding of perceptions, how they are formed and identifying your own current perceptions
  • Discovering the “Perception Gap” and how it affects our interactions with those around us
  • Completing a Workplace Culture Assessment to establish how inclusive your team is
  • Completing an Organisational Culture Assessment to gain insight into how you engage personally with your organisations culture
  • Designing a practical action plan to implement following insights from this course
About this course Conflict is part of every day life. Whether in the workplace or in our personal interactions conflict is a common and often disruptive part of our lives. The best way to deal with conflict is to tackle it head-on, using some key conflict management techniques. Conflicts that are aired and addressed are often solved with even greater benefits for the parties involved.
What will you learn? This intensive 1 day course will guide delegates on how to:
  • Understand your personal approach to conflict – and the benefits and drawbacks of your conflict management style
  • Discover some critical communications skills – both verbal and non-verbal - to implement when dealing with conflict
  • Learn the key success criteria to maintaining effective working relationships
  • Implement active listening techniques and effective questioning techniques, enabling them to get to the root of any conflict situation
  • Gain a step by step guide on how to prevent and approach conflict situations
  • Obtain world class conflict management techniques that can be used in a variety of conflict scenarios
  • Discover some essential self-management techniques enabling them to remain cool and calm during conflict
About this course Every day, a business requires its employees to draft a multitude of business documents – many of which leave the company and are read by clients, suppliers, business associates or prospects. These documents therefore need to be of the highest standard, and reflect accurate information as well as impeccable grammar and correct layout. This hands-on 2 day training course will provide delegates with practical templates to use for many current business documents, as well as providing them with business writing techniques and tips.
What will you learn? This highly practical 2 day programme will allow delegates to:
  • Understand the various types of business correspondence and formats and how to draft these documents correctly
  • Utilise correct formatting requirements for various business documents
  • Organise their thoughts prior to commencing to ensure their documents are well thought out, logical and comprehensive
  • Edit documents thoroughly to pick up on any spelling, grammatical or logic errors that may have slipped in
  • Write documents in a clear , logical manner, making them easier to read and understand
  • Gain templates of various business documents that they can se as a basis for their writing endeavours
About this course This intensive program is deigned for newly appointed secretaries sand PAs who would like to be the epitome of professionalism. It covers workplace expectations and acceptable behaviours, appropriate business dress and grooming, verbal communication, telephone skills, time management and general professional deportment.
What will you learn? This intensive 2 day course will teach delegates to:
  • Always dress in the most appropriate workplace attire
  • Use the telephone professionally at work whether they are answering the phone , transferring a call, placing a caller on hold, or leaving a voicemail message
  • Professionally manage email, voicemail, text and social media to ensure they maintain a professional image, and uphold the image of the company
  • Organise their workload and manage their time to ensure a professional reputation
  • Implement some key skills when dealing with difficult people
  • Identify and rephrase brusque wording for more professional communication
  • Discover ways of dealing effectively with typical office interruptions: visitors, phone calls, IT issues, requests from the boss or colleagues
  • Manage and tackle office politics successfully
  • Professionally meet and greet colleagues , visitors and clients
Facilitating a high energy and impactful training programme takes skill. If the training is slow-paced, boring and uninspired, delegates soon loose focus and the time and money spent in training is wasted.  For real skills transfer to happen, delegates need to be “edu-tained” – meaning they have to connect with the facilitator,  buy into the facilitator’s message, and remain focussed and open to new information for the duration of the training. This requires a sophisticated skills set that is often only acquired after years and years of practice. This intensive 2 day course will provide aspiring trainers and coaches with hard-won hands-on practical techniques to liven up their training delivery, whilst ensuring that real, lasting skills transfer takes place.
This highly beneficial 2 day course will guide delegates on how to:
  • Break the ice using innovative and fun ice breakers, that encourage delegates to share and partake in the training going forward
  • Deal cleverly with difficult or recalcitrant delegates who may not want to be on the training programme
  • Implement the latest techniques for ensuring information and skills are understood, taken on board and retained by delegates
  • Set the correct pace for the group, so no-one is left behind – or loses interest
Customers are spoilt for choice when it comes to service and product provision. Many factors affect their decision to engage with you – and these factors remain relevant during their time as your customer. Interestingly, most defecting customers give no warning until they're ready to move their business elsewhere.  If questioned, customers will say that they are satisfied – until one of your competitors makes a more appealing offer.  Improving customer retention relies heavily on early identification of these customers, as well as advanced influencing and negotiation techniques to turn them around, before they are permanently lost.
This highly practical 2 day training course is presented by an experienced sales professional and provides delegates with an arsenal of techniques to use when faced with customers who are considering taking their business elsewhere. Using advanced sales, communication, emotional intelligence and influencing skills, delegates will learn the most successful ways in which to retain and delight their customers.
This highly practical 2 day course will cover a variety of topics including:
  • Identifying the various reasons why customers choose to leave
  • Techniques to uncover the source of discontent if a customer is unwilling to divulge this, including active questioning techniques
  • Using proven negotiation and influencing techniques to convince the customer to remain loyal
  • Using EQ techniques to calm angry or irritated customers, allowing you to discern the root cause of their discontent
  • How to eradicate your own negative perceptions of the customer eg: anger, blame, complaining, rejection etc
  • Finding convincing arguments to counter the reasons provided by the customer as to why they are leaving
  • Implementing practical communication skills such as vocabulary and tone choices that assist in winning customers over
  • Tips to use when on the telephone with customers, when you can’t read their non-verbal signs
  • Ensuring that the promises you make during retention are achievable and sustainable