COMPANY PROFILE
1
ABU DHABI
Select Training and Management
Consultancy L.L.C.
P.O. Box 44705, Abu Dhabi, U.A.E.
Tel: +971 2 6740340
Fax: +971 2 6743554
Website: www.selectgroup.ae
E-mail: info@selectgroup.ae
Commercial Registration No: CN-1091846
DUBAI
Select Training and Management
Consultancy L.L.C. – Dubai Branch
P.O. Box 334058, Dubai, U.A.E.
Tel: +971 4 2566414
Fax: +971 4 2566424
Website: www.selectgroup.ae
E-mail: info@selectgroup.ae
Commercial Registration No: CN-671694
5C,Street 71,F 8/3
Islamabad 44000
Pakistan
M-+923360551504
+923360551504
Orlando,FL
USA
M+17708911865

Mission
To exceed our clients’ expectations and
help them improve their productivity,
performance and profitability, by
consistently providing high-quality,
innovative and learner-centred training
and HR consultancy services.
Vision
To be the most innovative player in the
training and development industry, striving to
be the benchmark by which all other training
companies and related services are compared.
Core Values
Transparent communications
Accountability and respect
Innovative customer focus
Learning culture through integrated diversity
Employee satisfaction
Shared vision through ethics and teamwork
SELECT’s Training and Management Consultants pride themselves on their
thorough diagnostic analysis with clients in the pre-sales phase, with prioritisation
given to innovation. The capacity to execute training briefs to exceptional
benchmarks encourages clients to compare SELECT service deliverables against
other providers in the same space.
At the foundation of all behavioural competency development solutions
are three core deliverables Assess, Evaluate and Validate. The contexts of the
courses designed are aligned strictly with organisational objectives and values,
anchored firmly by these core deliverables. Each trainer makes the most of the
fundamental skill sets and abilities of the participants at their disposal; drawing
out and enhancing the best qualities for subsequent application in the
professional environments they belong to.
Transformation and reinforcement of theory is critical to draw out the inherent
attributes of the competencies innate within participating delegates; leveraged by
immersive and interactive training techniques. The SELECT methodology utilises
professional experience, creative skill and ingenuity to elevate and enhance
individual understanding of course objectives in the training room.
Critical to the success of any engagement is the design and delivery of sustainable
strategies that commit to Knowledge, Adoption and Retention.
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Table of Contents
All the courses listed in the six competency areas are ILM
Endorsed, giving delegates the option of attaining a Certificate of
Attendance or ILM Certification in the given subject area.
For further information, please contact a member of
our commercial team.
SELECTion or Choice? 6
SELECT Philosophy 7
SELECT Service Profile 8
select Professional Development 9
Select One-to-One Coaching 11
select HR & Management Consultancy Services 12
SELECT Methodology of Training 18
SELECT eLearning 20
Management & Leadership 21
Business Etiquette 22
Coaching and Mentoring 23
Conflict Management 24
Developing Teams 25
Event Management 26
Finance for Non-Financial Managers 27
Innovation and Creative Thinking 28
Leadership Skills 29
Management Skills 30
Managing Change 31
Motivation 32
Problem Solving and Decision Making 33
Project Management 34
Risk Management 35
Strategy Planning and Implementation 36
Supervisory Skills 37
SALES, MARKETING AND CUSTOMER SERVICE 38
Influencing Skills 39
Negotiation Skills 40
Successful Selling Skills 41
Call Centre Training 42
Customer Service 43
Marketing 44
Public Speaking and PR Skills 45
Human Resource Management 46
Appraisal Skills 47
Assessor Training 48
Verifier Training 50
HR Skills 52
Internal Workplace Investigations 53
Interviewing Skills 54
Managing Employee Relations 55
Performance Management 56
Productivity and Work Quality 57
Train the Trainer 58
Training Needs Analysis 59
Writing Job Descriptions 60
administration 61
Managing Meetings 62
Office Procedures and Administration 63
Secretarial Skills 64
communication 65
Professional Business Communication 66
Professional Business Correspondence 67
Communication and Interpersonal Skills 68
E-mail Etiquette 69
English Language Training 70
Presentation Skills 71
Report Writing 72
Speed Reading 73
Telephone Etiquette 74
Technical Report Writing 75
Personal Development 76
Assertiveness 77
Body Language 78
Business Ethics and Cultural Awareness 79
Cultural Awareness 80
Emotional Intelligence 81
Mind Mapping 82
Personal Confidence Building 83
Positive Thinking 84
Stress Management 85
Time Management 86
Training Calendars 87
Training Calendar April - June 2013 87
Training Calendar July - September 2013 88
Training Calendar October - December 2013 89
4 5

SELECTion or Choice?
SELECT Training and Management Consultancy L.L.C. was established
and founded by its Managing Director Natalie Brown in 2006 in the Emirate of
Abu Dhabi to offer expertise in the fields of Management Training and Human
ResourceConsultancytoCorporateandGovernmentsectorsinAbuDhabi. Natalie’s
commitment to her organisation, and her dedication to aligning to the demands
and criteria defined by the market have yielded tangible and successful results in
its active years of operation. SELECT invested into operations in Dubai in 2012 and
across its product and service portfolio to leverage from the legacy and experience
of its Management Consultants.
SELECT draws from principles of eastern philosophy throughout the design,
development and execution of professional training curriculums and Management
and Human Resource consultancy. The execution of meticulously engineered
experiences are motivated by the objective of influencing perceptions in key topics
through deliberate creases of knowledge, that reinforce structure for that realm of
knowledge within each individual.
Attentive alignment to national initiatives, endorsed by corporate and government
partners and driven by vocational and educational authorities within the
United Arab Emirates, is a cornerstone of SELECT’s foundations; including
initiatives emulated in the wider Middle East region. SELECT has proven that it can
leverage from the knowledge gap prevalent across market verticals, gaining local
market share through the provision of impeccable services and support.
SELECT’s allegiance with the professional domain has proven successful, driven
by a team of dedicated skill sets and competencies that suit the organic growth
and development of a nation and a region. When it comes to Human Capital
Development, we make it is less about choosing between two or more possibilities
and only about choosing the best; don’t make a choice, make a SELECTion.
SELECT, at its core, focuses on behavioural competency development within the
professional sphere, and provides its clientele with solutions that
Assess Evaluate and Validate those that it chooses to up-skill and
align with organisational objectives.
An organisation that is in the business of reconstructing and reinforcing theory into
practice, SELECT utilises its management consultancy and training talent pool to
bring out the inherent attributes of the competencies it up-skills organisations in.
At SELECT, training is more than just an instructor led experience. It is the direct
application of human creative skill, ingenuity and imagination facilitating the
transformation of theory into practice through experiential learning.
This is surmised eloquently by the proverb, ‘Art is long, life is short’; in the
acquisition ofknowledge a lifetime is not enough.
SELECT approaches each engagement with its clientele akin to an artist. When
starting with the raw malleable material, our highly experienced
training consultants influence the sum and substance of the material through
carefully orchestrated manoeuvres; bringing to the fore its true nature and ability,
restructured to reveal that which was concealed before.
As professional practitioners, our objective is to elevate, enhance and bring charm
and structure to those that we work with in the training room, leveraging from
participative training techniques. Training resembles and mirrors art in
many respects. Our management consultants make the most of the fundamental
qualities of the raw ingredients and materials at their disposal; drawing out the
best qualities for our clientele to be harnessed for the purpose they were intended
for. Whatever the end objective, and however complex, no one can bring forth
more than what the raw material can embody. SELECT encourages its clientele
to appreciate that when shaping the materials for what it wants, it must consider
what shape the materials want to be.
SELECT Philosophy
6 7
Nazia Gulzar Islamabad
Pakistan

SELECT Service Profile
SELECT values its relationship beyond that of a service provider. Each
engagement is an agreement between partners working towards creating
mutually beneficial and enduring relationships. As an organisation, SELECT has
successfully continued to adapt to the demands of the clients, and to the external
factors that shape the clients expectations.
SELECT offers multiple services within Human Capital Development, aligned
with its focus of behavioural competency development. This focus is underpinned
by the ability to sustain long-term reinforcement and development with clientele
and delegates at the pre and post training phase, overshadowing ‘one-time
training’or ‘invoice training’.
Exceeding customer expectations and building long-term partnerships are the
cornerstones of our vibrant company that are complimented by unique skill sets of
consultative, commercial and training teams. It is the organisation’s cumulative
expertise and insight that facilitates leverage for optimal learning
conditions; to return significant value after investment. This is why the
AbuDhabiCentreforTechnicalandVocationalEducationandTraining(ACTVET)
and Knowledge & Human Development Authority (KHDA) approved SELECT to
operate as a service provider within this space offering:
One-to-one Coaching
Professional Development
• Public Training Sessions
• In-House Professional Development
• Curriculum Design & Customisations
HR & Management Consultancy Services
• Job Analysis
• Performance Management Strategies
• Developing Competency Frameworks
• Mystery Shopping
eLearning
• Learning Technologies
• Content Development
Public Training Sessions
SELECT offers public courses from a catalogue of 60 topics, scheduled at
predetermined intervals throughout a calendar year in 6 CORE competency
areas. The frequency of the courses is determined by the popularity and/or the
specialisation of the course, attended by professionals from diverse industry
specialisations. The opportunity to learn from others is heightened in a public
course and fosters learning that is holistic and objective; free of the challenges of a
participant’s employment environment.
SELECT offers endorsed programmes from the Institute of Leadership and
Management (ILM) that run periodically across the annual calendar and options
are given to delegates to include the cost of assessment in their booking to earn
recognised certification.
SELECT promotes its Public Training Sessions through scheduled campaigns
synchronised with its annual course calendar. Incentives to organisations and
individualswillbeofferedforthosethatnominatemultipledelegatespercourseand
will earn multiplier incentives on cumulative bookings within a given annual
period.
Individual subscribers and members who opt to receive regular updates
from our website and social media platforms will be entitled to the same incentives
offered in monthly and quarterly campaigns for public course bookings.
In-House Training
SELECT works closely with a number of international principals from
around the world to deliver diversity in the solutions offered; including City &
Guilds and The Institute of Leadership Management.
An in-house course is delivered specifically for the client requesting it, for
internally nominated delegates. These courses can be delivered in English
and in Arabic either ‘out of the box’ or with further tailoring and customisation.
Further details of the tailoring process can be reviewed in ‘SELECT’s Methodology
of Training’.
select Professional Development
8 9

Curriculum Design & CustomiSation
Thelong-standingrelationshipsSELECThasdevelopedwithinternationalprincipals
empowers it to develop customised curriculums and content for its clientele. This
level of customisation can be as basic as minor tweaks to the content or course
outline to meet the most basic of expectations, up to full turnkey solutions. Within
this process SELECT consultants identify through workshop facilitation the
organisationalpainpointstodesignandcreatebespokecurriculums,andcontentfor
execution and handover to the client post delivery.
The benefits of in-house training:
Address mission critical organisational challenges
Creation of a unique, upscale and innovative training curriculums and content
Collaborating with and educating Executive Level stake holders on solutions
that directly tackle organisational and departmental limitations.
Constructing learning environments that foster collaborative learning for
people to share knowledge and experiences to solve internal problems.
Accessibility to short and long term, affordable business training solutions,
resources and consulting services.
This highly expedited approach is applicable to all levels of professionals that are
seeking a specialist provider to address performance, behaviour, motivation and
productivity.
Select Executive Coaching Programme
TheSELECTExecutiveCoachingprogrammewaslaunchedin2009andwasdesigned
for managers, senior managers and highflyers promoting higher work performance
and personal effectiveness. As professional careers progress there is emphasis on a
required set of skills to support the expected high performance that is standard in
leadership roles.
This natural progression is supported seamlessly by a carefully designed experience,
facilitated by highly experienced coaches and trainers. Through focused sessions,
key skills are cultured to transition from job descriptions that are now
anchored by People Management and a suite of Strategic Skills.
Characteristics of Coaching
These are some general agreed benefits of the coaching approach:
It is essentially a non-directive form of development.
It focuses on improving performance and developing skills.
Personal issues may be discussed but the emphasis is on performance at work.
Coaching activities have both organisational and individual goals.
It provides people with feedback on their strengths and their weaknesses.
It is a skilled activity that should be delivered by trained people.
Every engagement begins with pre-diagnostic work in order that interpersonal,
intrapersonal, communication and self-management competencies are explored in
depth. This niche area is dependent on the implicit needs of the delegate and the
capacity of the roles they fulfill in the organisation they represent.
Coaching, counselling and mentoring are now recognised as the most effective
way of developing people; a service that SELECT is all too familiar with and
effective at. Irrespective of the course(s) selected, SELECT’s Training Consultants
design bespoke engagements that rapidly equip a delegate with the necessary
knowledge, skills and behaviours required to become a professional within their
realm and level of specialisation.
Select One-to-One Coaching
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In today’s fast-evolving technology-driven markets, achieving synergy among
people, skill sets, and objectives is vital. SELECT recognises the role that strategy
serves to add value to the clientele that it works with. Through discussion and open
facilitation SELECT Management Consultants zero in on organisational challenges
and propose alternatives with short term and long term action plans.
SELECT continues to play an integral role in consultancy projects across the Middle
East region. These consultancy services are often called on by organisations in key
verticals of the region, including: Oil and Gas, Banking & Finance, Health and Safety,
Government, Leisure & Entertainment and private start-up companies.
The projects have included:
Job Analysis
Performance Management Strategies
• Performance Development
• Performance Evaluation & Development Planning
• Performance Management Systems
Developing Competency Frameworks
Mystery Shopping
SELECT’s expertise in training and development, coupled with its affiliation with
international awarding bodies, promotes ingenuity and insight for design and
execution of solutions at all levels of its clientele’s organisations and across all
functional units.
Most directives stem from the Human Resource department to deliver key
improvements in process and practice. SELECT Management Consultants are able
to quickly ramp up relationships forged during the implementation and execution
of preliminary training engagements. It is from this foundation of trust that SELECT
is able to drive level 1 engagements up the value chain to consultative level 4
engagements.
select
HR & Management
Consultancy Services
Job Analysis
The role of job analysis in general terms is an assessment of:
Job Requirements
Competency Developments
Job Descriptions
The foundation of Performance Management
Training and Development
Compensation Management
It is a systematic exploration, study and recording of responsibilities, duties, skills,
accountabilities, work environments and ability requirements of each job. All these
factors identify what a job demands and what an employee must possess to
perform a job productively.
What Does Job Analysis Involve?
The process of job analysis involves in-depth investigation of job requirements to
control and measure the output and impacts the job role has on an organisation.
The process helps to identify and map what each business unit and/or department
requires, with what an employee should deliver. It also helps determine particulars
about a job including job title, job location, job summary, duties through to working
conditions, hazardous duties, machines, tools, equipment and materials.
What job analysis is not:
It is not an analysis of thought processes, attitudes, traits, or aptitudes
It is not a time and motion study
It is not an analysis of an individual position
Importance of Job Analysis
The main purpose of conducting this process creates and establishes a perfect fit
between the job and the employee. Determining the success of a job depends on
unbiased, proper and thorough job analysis that ensures the recruitment and
retention of the the right people.
Job analysis helps Human Resource personnel to decide on compensation and
incentives for a job position. It effectively contributes to assessing training needs
and executing strategy along performance management guidelines for existing
employees. The process forms the foundation for the design, development and
implementation of strategies and policies that deliver on organisational goals and
objectives.
12 13

Performance Development Programme
The goal of defining a performance and development programme is to assist both
performance planning and feedback at the end of the performance period. The
benefits of performance planning are surmountable and include, but are not limited
to, the following:
Developing skills and abilities consistent with the goals of the organisation
Improving performance productivity,“working smart”
Maximising equity in evaluation, recognition, and compensation
Improving communication and understanding between management and
employee
Developing employee future advancement
Providing managers with a model to develop, improve and recognise excellence
Performance Evaluation and Development Planning
Supervisors are expected to manage performance by having consistent
communicative interest in subordinate development and progression over a given
annual cycle.
The communications should provide timely, balanced, and constructive feedback
underpinned by directives that inspire, mentor, develop and coach subordinates.
When executed effectively, an organisation can achieve higher levels of
productivity and performance from all staff, thus reinforcing retention.
Developing Competency Frameworks
What is a competency?
Within the context of professional organisations, it is a required behaviour within a
job role. A competence is referenced when describing a basic minimum level of
job behaviour and a competency is understood to be a description of performance
excellence.
What is a competency framework?
When considering the definitions above, a Competency Framework is a model that
broadly defines the blueprint for ‘excellent’ performance within an organisation or
sector. Generallytheframeworkwillconsistofanumberofcompetencies,whichcan
be generically applied to a broad number of roles within the organisation or
sector.
Each competency defined must be relevant to the organisation or sector, and use
clear language to associate it within the broader context of its placement. For a
competency framework to be successful, all employees must be able to understand
what‘excellent’job behaviour looks like and how that has been defined within their
roles, department and organisation. This common understanding becomes the
benchmark against which the performance of an individual, team, project, or the
organisation is assessed.
By defining the framework, the organisation is validating its objective of supporting
excellence. SELECTdesignsholisticcompetencyframeworksembracingallpositions
and job levels within an organisation. Furthermore, the framework is designed to
support and underpin key business processes including (but not limited to):
Effective recruitment and selection of new staff.
Effective performance evaluation.
Identification of skill gaps that result in professional training and development.
Succession planning.
14 15

Mystery Shopping
MysteryShoppingisahighlyeffectivewaytoidentifytheneedfortrainingwithinthe
retail domain. In an environment where repeat business is critical for maintaining
bottom line revenues whilst driving growth for top line profitability, SELECT delivers
bespoke solutions that meet the demands dictated by leading international brands.
SELECT engages business unit stakeholders in cooperation with the Human
Resource departments to tailor strategies that are aligned with the organisations
policies and procedures. Serious retailers strive to embody Customer Service
Excellence, a cornerstone of repeat business and brand sustainability. In practice,
mystery shopper exercises gauge the effectiveness of present customer service
policy to feedback tangible analysis that helps to improve and refine positioning in
the market.
SELECT uses seasoned mystery shoppers to evaluate the quality of service
identifying:
The speed of the service
The presentation of the retail staff
The attentiveness of retail staff
The responsiveness of retail staff to providing consumer solutions
SELECT specialists become the customer to facilitate genuine responses to ensure
thatthefeedbackgeneratedisrealisticandvaluableinitscontextinasingleoutletto
multi outlet establishments.
Some typical mystery shop scenarios:
Responding to promotional campaigns
Initial enquiries for:
• Product prices
• Stock availability
• Service costs and lead times
Buying or ordering products over the telephone
Calling an outlet and querying against specific criteria
Booking appointments
Complaint Handling
Product and company knowledge evaluation
Guidelines
SELECT recommends that retailers deploy long term engagements that provide a
consistent and systematic means of monitoring, measuring and analysing the
application of the core deliverables and expectations defined for their outlets.
In tailoring the strategy, the basis for assessment will establish and create the
framework for the‘evaluation sheet’; be it a call or a site visit, proactive or reactive in
its objective. These evaluation sheets can be stand-alone or used to generate
tailor-made analytical and/or narrative reports/graphs.
Theresultsofaneffectivemysteryshoppercampaignsupportthesubsequentaction
deliverablesderivedfromtheinitialevaluation/engagementandformthefoundations
for:
Strategy Development
Workforce Planning
Incentive Structuring
Sales Delivery
Customer Service Benchmarking
The resulting blueprint then serves as the
road map for achieving excellence within the
parameters oflearning and development
schemes going forward.
16 17

SELECT Methodology of Training
SELECTTraining and Management Consultancy L.L.C. prides itself on careful and
thorough diagnostic analysis with its clientele in the pre-sales phase. Prioritisation
is given to being innovative thus setting the benchmark by which all other
companies and service companies are compared. Its ability to respond to an
organically evolving domain, influenced more and more by synchronous
technological developments in the professional development space, deliver
solutions that positively impact its clientele’s bottom line.
SELECT recommends development strategies and support for a year or more post
delivery of any engagement, to emphasise its value proposition and differentiate
itself from its competition. Leveraging from the requirements of the client is part of
our commitment to building a legitimate legacy of relationship building. SELECT
commits to this development strategy with its clientele and their delegates via
Pre-Course Briefing forms, Pre-Course Questionnaires and Interviews up-stream and
Integrated Personal Planners (IPP’s), Post-Course Questionnaires and Case Studies
down-stream.
The foundation of our training is anchored in activity-based experiential learning.
This methodology takes into consideration different learning and communication
styles, and more importantly language and cultural differences. It is through active
participation that the adoption and application of theory is expedited, and it is with
that outlook that the basis of each experience with SELECT is governed by the
following parameters:
All delegates are fully engaged at all times.
All engagements are lively and foster knowledge transfer and idea sharing
amongst delegates.
All engagements maintain a positive learning environment.
All delegates receive one-to-one feedback in the class and through feedback
reporting mechanisms.
All delegates leave the course with a clear personal action plan and
recommendations for addressing critical challenges with their professional
development.
Effective training is dependent on the utilisation of different training methods, tools
andtechniques. OurcurriculumspaycarefulattentiontoPedagogyandinstructional
Design essential for choreographing the flow of training. In the training room the
attendance of each delegate is validated by the inherent professional qualities and
abilities they possess. It is the creative skill of our practitioners that reveal to
delegates that which was concealed before, and personalised guidance through an
experience that aligns and reinforces perceptions and applications of fundamental
competencies. This is influenced by:
Workshops
Group discussion
Individual tasks
Case studies
Role plays
Training DVDs
Video evaluation
Group activities
Individual activities
Training games
Action planning
Physical tasks
Experiential learning activities
Presentations
Group challenges and competitions
SELECT fosters clientele to play an active role in shaping the experience of the
delegates. We facilitate pre-sale activities to consult specifically on the outcomes
our clientele require operational fulfillment. Carefully defined outcomes ensure
that delegates are capable of applying the skills learned in parallel with the
expectations of the organisation. Utilising as much information as can be provided
makes each engagement as company and industry specific as possible; a
benchmark that SELECT does not compromise on.
18 19

SELECT eLearning
SELECT Training and Management Consultancy L.L.C. focuses on behavioural
competency development and provides alternative solutions to Assess, Evaluate
and Validate candidates through the use of technology. Industry leaders see the
development of human resources as the key for the sustainment of long-term
growth underpinned by the retention of clients. Organisations must diversify their
strategy for employee retention through innovative and creative means to meet the
challenge of an organically evolving market. Prioritisation of capital expenditure
for human capital development strategies is instrumental in maximising
performance in alignment with capital investment.
Training has the potential to be more sophisticated than an instructor led
experienceinthecurrentcontemporaryparadigm.Competitiontoattractandretain
key talent is rising in a highly competitive commercial market, and the requirement
for the development of advanced learning strategies, leveraging from technology,
comes with its own benefits. The direct application of technological creativity and
innovation underpins long-term sustainability that is cost effective, dynamic and
attractive.
SELECT utilises its expertise and strategic partnerships with leading technology
partners to deliver clients bespoke and out-of-the-box solutions integrated for
eLearning,eEvaluationandeContentAuthoring.Leveragingfromaconsultativeand
competency-based approach, SELECT delivers tailored turnkey solutions that
address an organisation’s individual need whilst fostering an approach that is
flexible and malleable for the current climate.
At the core of a technology based approach to training and development is the
requirement for solutions that are adaptable, interoperable and capable of evolving
withtheadvancementsoftechnology.SELECTprovidesarangeofsolutionsthatare
not only accessible and intuitive, but foster a sustainable learning environment.
20 21
Management &
Leadership

Business
Etiquette
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Understanding Business Etiquette
• The purpose and benefits of practising business
etiquette
• The pitfalls
• The consequences of poor etiquette
• IMPACT ratings
Dealing with People Face-to-Face
• Greetings and introductions
• Giving and receiving business cards
• Proximity
• Cultural differences
• Building effective relationships
• Showing respect and consideration
Managing Meetings
• Formal meetings
• Roles and responsibilities
• Cultural issues when conducting meetings
• Informal meetings
• Social occasions
• Meals
Business Writing Etiquette
• Why have etiquette?
• Guidelines to e-mail etiquette
• Guidelines to professional business correspondence
Telephone Etiquette
• Initiating a call
• Receiving a call
• Mobile phone guidelines and considerations
Business to Business
• Maintaining confidentiality
• Building reputations
• Handling complaints and complaining customers
• Working towards mutual benefit
Course
OVERVIEW
There is a code of good business etiquette that governs the
way people should interact with each other when conducting
business. This enables people to work effectively with each
other, establish long-term relationships, and improve the
image and reputation of themselves and the organisation.
Mastering the code is not difficult, with the right guidance to
develop awareness and skills.
This workshop will provide participants with the necessary skills
and knowledge to fully appreciate the importance of business
etiquette and to apply all the necessary skills.
What will you gain
from the course?
• A knowledge and understanding of the meaning of
‘business etiquette’.
• How to greet people and introduce yourself.
• Skills in business manners to make a positive impression
and make an impact.
• Skills in dealing with people face-to-face.
• Skills in managing meetings.
• Business writing etiquette.
• Telephone etiquette.
• Skills in communicating with foreign business people.
• Skills in how to build effective relationships.
• A knowledge and understanding of improving business
relationships.
Coaching and
Mentoring
Sample
Course Content
Below is an example of the course content. The content can
be‘tailored’to meet the exact requirements of the client.
Understanding Coaching and Mentoring
• Why is coaching/ mentoring important?
• How coaching/ mentoring fits in to staff development
• Understanding the difference between coaching and
mentoring
• Understanding when to use coaching and when to mentor
The Coaching/ Mentoring Cycle
• Build a rapport of trust and understanding
• Communicate effectively
• Identify needs
• Discuss alternative solutions
• Agree
Coaching
• Coaching skills – listen actively/ ask questions/ give
feedback/ get buy-in
• Managing the coaching session
• Preparation – location/ agenda/ objectives
• Conducting – presenting ideas/ empathy/
discussing options
• Closing – set agreed action plans
• Follow-up – evaluation of progress
• Coaching tools
• Life Wheel Assessment
• GROW Model
Mentoring
• Mentoring types
• Open/ closed/ public/ private/ formal/ informal
• Mentoring techniques
• Accompanying/ sowing/ catalysing/ showing/
harvesting
• The mentoring process
• Identify development area
• Exploration
• New understanding
• Action planning
• Facilitating the learning process
• Planning and conducting the mentoring session
Evaluating Effectiveness
• The Kirkpatrick Model
• Reaction/ learning/ behaviour/ results
Course OVERVIEW
This highly interactive and practical training course
will provide line managers with the necessary skills that
address employee performance, behaviour, motivation and
productivity. These skills include interpersonal, intrapersonal,
coaching and mentoring, communication and
self-management.
Coachingandmentoringskillsarenowrecognisedasthemost
effective way of developing people within an organisation.
This course is designed to equip the delegate with the
necessary knowledge, skills and behaviours required to
become an effective coach and mentor.
What will you gain
from the course?
• A knowledge and understanding of the benefits of
coaching and mentoring.
• An understanding of the difference between coaching
and mentoring
• Skills to become an effective coach/ mentor.
• An understanding of when to use coaching and/ or
mentoring.
• Skills in how to implement coaching and mentoring
part of your management style.
• An understanding of the process and stages of coaching
and mentoring.
• An understanding of how to coach and mentor your team
members to maximise their performance and address
barriers to personal success.
• Skills in managing personal emotions so that they do not
interfere with the coaching or mentoring session.
• Skills in how to plan and deliver a successful coaching
and mentoring session.
• A knowledge of how your job as a manager contributes
to the overall growth and development of your team and
yourself.
• Skills in how to change your leadership style in order to
be flexible, adaptable and efficient when coaching and
mentoring.
• Skills for effective and assertive communication, positive
employee feedback, and employee confrontation.
• Skills to establish your credibility, confidence and
authority as a manager.
22 23

Conflict
Management
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
The Nature of Conflict
• The causes of conflict – common triggers
• The conflict life-cycle – emergence/ escalation/
entrapment/ further escalation/ judgement/
aftermath
• The cost of not managing conflict
• The scope of conflict management – containment/
resolution/ monitoring
• Why conflict management is important for all
managers
Conflict Management Styles
• Concern for self vs. concern for others (TKI Model)
• Competing
• Collaborating
• Accommodating
• Avoiding
• Compromising
• Constructive vs. destructive
• Fight or flight
Resolving Conflict – The RESOLVE Model
• Review/ rules/ roles
• Emotions
• Summarise
• Outcome
• Learning
• Value
• Engage
Preventing Conflict
• Effective communication and interpersonal skills
• Influencing skills
• Understanding people and personalities
• Adapting leadership and management styles
• Understanding language and how it triggers conflict
Course OVERVIEW
Conflict is everywhere. Conflict itself is not a problem; poor
management of conflict is.
Conflict management is an important tool for anyone in
business. Strong conflict management skills can have a huge
impact on individual, team, and organisational performance
through building better relationships, improving cooperation
and communication, developing the team, reducing stress, and
creating a more positive mindset.
This workshop will provide knowledge and practical skills on
how to prevent, manage, and resolve conflict in the workplace.
What will you gain
from the course?
• A knowledge and understanding of the nature of conflict.
• An understanding of conflict and its impact on the
individual, team, and organisation.
• An understanding of the types of conflict.
• An understanding of the stages of conflict.
• Skills in recognising and preventing conflict.
• Skills in channelling constructive and creative conflict.
• A knowledge and understanding of the different conflict
management styles.
• Skills in adapting your conflict management style to suit
the person/ situation.
• Skills in managing disputes effectively.
• Skills in implementing conflict management strategies.
Developing
Teams
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Dynamics of a Team
• Identify the goals of the team
• Know how to influence each team member
• Understand the roles of each team member – both the
official and unofficial roles
• Define a problem-solving and decision-making process,
agreed upon by the team
• Establish what behaviour is appropriate or inappropriate for
each team
• Types of team roles
Stages of Team Development
• There are three stages involved in building a team:
• Clarifying the goal
• Discovering the inhibitors
• Removing these inhibitors
• There are five stages:
• Forming
• Storming
• Norming
• Performing
• Mourning/ Adjourning
Effective Team Performance
• Is the team PERFORMING?
• Productivity
• Empathy
• Roles/ Goals
• Flexibility
• Openness
• Recognition
• Morale
• Motivating the team
• Gaining commitment
• Communicating to win
Course OVERVIEW
Most business processes require the involvement of more
than one person. Successful organisations recognise
that they are more likely to succeed if they encourage
their people to work together in cohesive teams, which
help and support each other in delivering products and
services to the customer.
This workshop will examine the nature of teamwork and
how managers can build effective teams. Delegates will
learn about the nature of teamwork and synergy and will
learn skills to build effective teams when they return to
the workplace.
What will you
gain from the
course?
• A knowledge and understanding of what‘teamwork’
actually means.
• An awareness of the concept of synergy.
• An understanding of the benefits of building a strong
team.
• An understanding of the stages of team develoment.
• An understanding of the role of a manager in team
development.
• An awareness of the key ingredients for team success.
• Skills in building the team.
• Communication skills.
• Motivation skills.
• An understanding of culture and
its impact on team development
and team success.
• An awareness of the roles
within a team.
24 25

Event
Management Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Understanding Event Management
• What is an‘event’?
• The management skills requires
• Roles and responsibilities
• Phases of event management
Event Management
• Initiation – purpose and objectives
• Stakeholder analysis – needs, expectations, influence
• Managing risk
• Risk assessment
• Risk response
Tools for Event Management
• Prioritising tools
• Grid analysis
• Paired comparison
• Covey’s Matrix
• Organising Tools
• Critical path analysis
• Gantt charts
• Brainstorming
Marketing and Promoting
• Market analysis
• The marketing mix
• Advertising and promoting the event
Budgeting and Financial Control
• Understanding the purpose and uses of budgets
• Budgetary control
• Monitoring cash flow
Course OVERVIEW
Organising an event requires a special skill set. There are many
elements to an event that need to be managed separately
without losing sight of the bigger picture.
This course is designed for event organisers who wish to learn
practical techniques for successful event management. The
workshop covers all the elements of event management from
initiation through to planning, monitoring, control, and finally
post-event evaluation.
What will you gain
from the course?
• A knowledge and understanding of what an‘event’is.
• A knowledge and understanding of the process of event
management.
• Skills in how to conduct a stakeholder analysis.
• A knowledge and understanding of risk and hazards.
• Skills in how to conduct a risk assessment.
• Skills in exploring opportunities for the event.
• Basic management skills.
• Skills in how to use planning tools.
• Organisational skills.
• A knowledge and understanding of budgets.
• Skills in controlling finances.
• Post-even evaluation skills.
Finance for Non-financial
managers
Sample
Course
Content
Below is an example of the course content.
The content can be‘tailored’to meet the exact
requirements of the client.
Break-even
• The different types of cost – fixed and variable
• Calculating costs and profit
• Understanding the concept of break-even
• Break-even graphs – construction and analysis
• Break-even calculations
• Using break-even for problem solving and decision making
Financial Statements
• The parts of the profit and loss account
• The parts of a balance sheet
• Uses of the financial statements
• Limitations of the financial statements
Investigating the Accounts
• Understanding the ratios – performance, liquidity
and gearing
• Calculating ratios
• Using the ratios for problem solving and decision making
Cash Flow Forecasting
• Understanding the difference between cash and profit
• Understanding the importance of cash
• Interpreting the forecast and using it for planning and
decision making
Budgeting
• The importance of budgeting
• The types of budget
• The budgeting process
• Calculating variances
• Using budgets for planning and decision making
Investment Appraisal
• Understanding the nature of investment
• Types of investment appraisals
• Calculations and analysis
Course OVERVIEW
The ability to understand and analyse financial data is
essential for successful management. For many
managers, the company’s financial statements remain a
mystery. However, a basic understanding of both costing
and financial statements is a necessity in order to make
rational decisions and contribute to discussions
intelligently.
This course is designed to help managers come
to grips with the fundamentals of finance and
accounting. Participants return to their jobs
equipped to apply the fundamentals of finance to
influence business decisions, improve profits, sell new
business plans, manage budgets and communicate more
confidently with finance-based colleagues.
What will you
gain from the
course?
• A knowledge of financial terminology.
• A knowledge and understanding of costing for a
business.
• A knowledge and understanding of break-even.
• Skills in calculating break-even.
• Skills in using cost and profit data to make business
decisions.
• A knowledge and understanding of the nature and
structure of financial statements.
• Skills in writing up financial statements.
• Skills in analysing financial statements to aid decision
making.
• A knowledge and understanding of how budgets can
be used to monitor and control a business.
• Skills in setting a budget and analysing variances.
• A knowledge and understanding of cash flow
forecasting.
• Skills in drawing a cash flow forecast.
• A knowledge and understanding of the techniques
for appraising investment opportunities.
26 27

Innovation and
Creative Thinking
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Understanding Creativity and
Innovation
• Understanding the difference between creativity and
innovation
• Defining creativity
• Benefits of creative thinking
• Logical thinking versus creative thinking
Unlocking Creativity
• Identify types of conditioning - recondition
• Looking at information from different points of view
• Breaking patterns
• Developing and using imagination
Developing Creative Thinking
• Understanding the thinking process – adapting your
thinking process
• How the brain works
• Left-brain and right-brain dominance
• Thinking styles
• Overcoming the barriers to creativity
Stimulating Creative Thinking - Tools
• Exercising
• Mind Mapping
• The‘Helicopter’approach
• Imposed conditions
• The 5 Whys
• Outcome thinking
• Unfreezing
Implementing Creativity – Innovation
• Developing a plan
• Involving people
• Developing a team approach to creativity and
innovation
• Coaching
Course OVERVIEW
The ability to think creatively is an essential skill for every
manager. By applying creativity, you can increase your own
personal effectiveness. Learning to generate creative ideas and
innovative solutions will enhance individual, team and
organisational performance.
This workshop will explore the different aspects of innovation
and creative thinking. Participants will have the opportunity
to assess and build on their current strengths, and learn new
tools and techniques to release their creative potential. They
will learn how to develop effective strategies and how to use
their skills to achieve goals and objectives.
What will you gain
from the course?
• A knowledge and understanding of creativity.
• Skills in using logical and creative thinking.
• An understanding of the creative process.
• A knowledge and understanding of thinking patterns and
processes.
• An understanding of how to change your approach to
stimulate creative thinking.
• An understanding of the different approaches to creative
thinking.
• Skills in applying new tools and techniques to release
creativity.
• Skills in implementing new ideas.
• Skills in developing a culture of innovation and creativity.
Leadership
Skills
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
New Approaches to Leadership
and Management
• Multipliers and Diminishers
• One Minute Managing – goal setting/ praising/
reprimanding
• Transformational Leadership
Influencing Skills
• Basic Principles of Influencing Others
• SCARF Model
• Influencing styles
• Adapting your influencing style
Personality Profiling
• Understanding the strengths and weaknesses of different
personalities
• Learning how to lead the different personalities
Change and Conflict Management
• Causes and types of change
• Managing change – the Transition Journey
• Sources of conflict
• Stages of conflict
• Conflict management strategies
Team Building
• The stages of team formation
• The role of the leader at each stage
• Team-building activities for the workplace
Motivation and Performance Management
• Traditional motivational theories – Maslow/ Herzberg/
McGregor
• Using feedback to motivate
• Recognition and rewards
• Managing performance
• Employee development – training/ coaching/ mentoring
Course
OVERVIEW
This programme is a highly interactive workshop designed
for leaders and managers who want to develop their
leadership skills to achieve success.
The programme will explore how managers can maintain
their technical expertise while demonstrating
the right type of leadership. It will give them the
personal, interpersonal and group skills to be influential
and inspirational in maximising individual and group
performance.
What will you
gain from the
course?
• Effective communication and interpersonal skills.
• A knowledge and understanding of the different
leadership and management traits.
• Skills in how to adapt leadership styles.
• A knowledge and understanding of the different
personalities and how to lead these different people
effectively.
• Skills in managing and implementing change.
• Skills in practicing the 7 Habits of Highly Effective
People.
• Skills in motivating and inspiring employees.
• A knowledge and understanding of the principles of
‘One Minute Managing’.
• Skills in building effective teams.
• Skills in coaching and developing employees.
• Skills in managing conflict.
28 29

Management Skills
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Leading through Emotional
Intelligence
• The 5 Domains
• SCARF Model
• Influencing styles
• Adapting your influencing style
Multipliers and One Minute Managing
• Multipliers and Diminishers
• One Minute Goal Setting
• One Minute Praises
• One Minute Reprimands
Transformational Leadership
• Individualised consideration
• Intellectual stimulation
• Inspirational motivation
• Idealised influence
Creating vision, mission and core values
• Creating a vision and mission for your
team/ department
• Setting core values
• Communicating vision, mission and values to the
team/ department
Six Thinking Hats
• Understanding what the Six Hats represent
• Learning how to use the Six Hats for effective
meetings and decision making
Change and Conflict Management
• Causes of change
• The Transition Journey
• Managing change
• Sources of conflict
• Stages of conflict
• Conflict management strategies
Course OVERVIEW
Management is a complex art. There are many dimensions
to management and many approaches to best practices. It is
generally accepted that the traditional theories of management
no longer apply in today’s business world, and in recent years
more innovating management techniques have been
developed.
The programme will explore how managers can refresh their
existing skills and gain more exposure to new, emerging
ways to lead and manage. It will also help managers who are
technical experts but who need to develop more effective
leadership and management skills
What will you gain
from the course?
• A knowledge and understanding of the limitations of the
traditional management theories.
• An understanding of your current approach to
management – your strengths and development needs.
• A knowledge and understanding of Emotional Intelligence.
• Skills in leading through Emotional Intelligence.
• A knowledge and understanding of Multipliers and
Diminishers.
• Skills in eliminating negativity.
• Skills in One Minute Managing.
• A knowledge and understanding of Transformational
Leadership.
• Leadership skills.
• Influencing skills.
• Creating vision, mission and core values.
• Skills in using the Six Thinking Hats for decision-making.
• Change and conflict management skills.
Managing Change
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Understanding Change
• Why is change necessary
• The benefits of change
• The potential problems with change
• The sources and causes of change
• Understanding different types of change
• Identifying the demand for change
Planning Change
• Setting SMART objectives
• Deciding on time frames
• Deciding who to involve, when and at what level of
involvement
• Developing an action plan
• Anticipating effects
• Anticipating resistance to change
Implementing Change
• Communicating change
• Assigning responsibility and accountability
• Motivating people
• Gaining buy-in and commitment
• Helping people through the Transition Journey
• Developing a culture open to change
• Monitoring progress
Evaluating the Change Process
• Maintaining drive and momentum
• Review the process – what went well and what didn’t
• Learning from experience
• Stop, start, continue
Course OVERVIEW
Change is inevitable and unavoidable. To some, change is
the single most important element of successful business
management. To remain competitive and keep
performance levels high, organisations and individuals
need to understand and manage change effectively.
Thisworkshopwillequipyouwithallthetoolsnecessaryto
enableyoutosuccessfullymanagechange.Participantswill
learntohaveapositiveattitudetochangeandwillgainskills
in planning and implementing change through effective
communication and leadership.
What will you
gain from the
course?
• A knowledge and understanding of why change is
necessary.
• Skills in assessing the causes of change in your
organisation.
• Skills in recognising the sources of change.
• A knowledge and understanding of the types of
change.
• Skills in planning for change.
• Skills in being proactive.
• Skills in communicating with and involving people.
• Skills in gaining commitment.
• A knowledge and understanding of the‘normal’
responses to change.
• Skills in managing resistance to change.
• Skills in monitoring progress and evaluating the
change process.
30 31

Motivation
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Fostering an Environment of
Collabration and Motivation
• Defining motivation
• Identifying what motivates people
• The importance of different behaviours when
motivating
How to Build Motivation
• How to improve communication
• The importance of creating a‘no-blame’culture
• Co-operation
• Why you should encourage initiative
Getting the Most Out of People
• How to effectively motivate individuals
• Motivating groups
• The importance of preventing de-motivation
• How to deal with de-motivated people
• Effective appraisal techniques
• Improve motivation through enriching jobs
• Empowering staff
• Building a smooth and clear career path
Improving Performance
• Develop an effective leadership communication net
work
• Your role in keeping lines of communication open at
all times
• Active listening techniques
• Constructive versus destructive communication
• Understand the importance of emotional intelligence
in motivation
Motivation Techniques
• Traditional theories of motivation – Maslow/
Herzberg/ McGregor
• Using feedback to motivate
• Rewards and recognition
Course OVERVIEW
A highly motivated workforce is core to business success.
De-motivation can result in mistakes, wasted resources, high
staff turnover, and objectives not being met.
This practical course addresses the skills of motivation, how to
get the best out of people and what approaches will enable
participants to increase effort and work to the highest
standards.
What will you gain
from the course?
• A knowledge and understanding of what motivates people
to do what they do.
• A knowledge and understanding of the results of a:
• Motivated individual/ workforce
• De-motivated individual/ workforce
• Skills in how to motivate yourself.
• A knowledge and understanding of the basic principles of
motivation.
• Skills in recognising signs of de-motivation.
• Practical skills to motivate others and stay motivated
yourself.
• Skills in delivering effective praise and reprimand sessions
to enhance performance.
• Skills to create a working environment that promotes high
levels of motivation.
• Skills in how to set and agree challenging performance
targets with team members.
• Skills to create an effective action plan to maximise
motivation and performance.
Problem Solving
and Decision Making
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
The Thinking Process
• The functions of the mind – analysing, synthesising, valuing
• The Depth Mind principle
The Decision Making Process
• Setting objectives
• Collecting information
• Generating options – the lobster pot
• Decision making criteria – must, should, might
• Assessing risk
• The outcomes window
• Involving others
Problem Solving Strategies
• The difference between problems and decisions
• The bridge model
• Asking the right questions
• Using the 6Ws
• Defining the problem
• Generating feasibility options
• Choosing the optimal course of action
Generating Ideas
• Brainstorming
• Thinking outside the box
• Vertical and lateral thinking
• The process – preparation, incubation, insight and
validation
• Overcoming mental roadblocks
Understanding
• Implementing the decision
• Evaluating effectiveness of the decision making process
Course OVERVIEW
According to John Adair, the leading authority on
leadership and management, there are three forms of
applied thinking that we all need: decision making,
problem solving and creative thinking. A leader aspiring
to excellence needs to ensure the best decisions are made
and that problems are solved with the optimum results.
This workshop will provide participants with tools and
techniques to improve thinking. They will learn about
frameworks and models to aid the problem solving and
decision making process to drive their organisations
forward.
What will you
gain from the
course?
• A knowledge and understanding of the way the mind
works.
• A knowledge and understanding of the principles of
effective thinking.
• Knowledge of the Depth Mind principle.
• Skills in the art of effective decision making.
• Thinking skills.
• Knowledge of the functions of the mind.
• Skills in involving others in the decision making
process.
• Knowledge of key problem-solving strategies.
• Skills in generating ideas.
• Skills in thinking outside the box.
32 33

Project Management
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Understanding Project Management
• The functions of management
• Leadership styles
• What is a‘project’?
• Project phases
• The role of a project manager
• Action planning
Setting up a Project
• Initiation
• Building the team
• Stakeholder analysis – needs, wants and influences
• Using the 6Ws to clarify details
Risk Management
• Understanding the nature of risk
• The relationship between hazard and risk
• Risk assessment – probability and impact ratings
• Risk response options
Project Management Tools
• Brainstorming
• Gantt Charts
• Fishbone/ Ishikawa diagram
• Critical path analysis
Managing Work in Progress
• Monitoring progress – setting milestones
• Communicating with the team
• Managing conflict and change
• Time management
• Delegating and motivating the team
• Working within the budget
Course OVERVIEW
Project management is the skill of moving from ideas to results.
Project Management is a competency made up of many
practical skills and tools that can be used across a wide range of
leadership and management functions.
This workshop will provide participants with tools and
techniques for effective project management. They will learn
how to plan and organise resources and to utilise them for
optimal results.
What will you gain
from the course?
• A knowledge and understanding of what a project is.
• An understanding of each phase of the project life cycle.
• Planning and organising skills.
• An understanding of roles and responsibilities.
• Skills in documenting the project.
• Skills in using project management tools and techniques.
• Skills in managing resources.
• A knowledge and understanding of the stakeholders.
• Prioritising skills.
• Leadership and management skills.
• An awareness of the financial aspects of project
management.
• Risk assessment and response.
• Conflict management skills.
Risk Management
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Analysing the Work Environment
to Identify Risk
• SWOT – strengths/ weaknesses/ opportunities/ threats
• PEST – political/ economic/ social/ technological
• HSE – health/ safety/ environment
• Danger zones
• Internal and external risks
• Identify the risk
• Categorise the risk
• Prioritise the risk
Proactive vs Reactive thinking
• Trouble shooting
• Opportunity costs
Risk Management Principles
• Researching information
• Objectivity
• Transparency
• Creating value – value engineering
• Decision making
The Risk Management Process
• Identify, categorise, and prioritise the risk
• Estimate the risk – probability and impact rating
• Map the process – scope/ stakeholders
• Define the framework and plan/ agenda
• Analysis – set categories and measurement systems
• Solution – options/ alternatives
• Implementation of the solution
• Review of the process
Measuring Risk
• Probability of the risk occurring – 0.1-0.9
Impact rating – high to low
Using the Risk Assessment matrix
Risk Response
• Risk avoidance – change the project to eliminate the risk
• Risk transference – shift the negative aspect to a third party
• Risk mitigation – reduce the probability/ impact
• Risk acceptance – do nothing and accept the possibility of
the risk
Course OVERVIEW
Risk in business exists in every task, in every opera-
tional unit. Successful risk management involves
creative and proactive thinking, and is a critical
part of business success through the achievement
of goals and objectives. Risk management is the
process of identifying, assessing, and prioritising risks of
differentkinds.Oncetherisksareidentified,theriskmanager
can create a plan to minimise or eliminate the impact of
negative events.
This workshop will train participants how to proactively
identify hazards and risk and plan effectively to manage
the risk. They will learn new tools and techniques and will
enhance their knowledge and understanding of risk.
What will you
gain from the
course?
• Skills in analysing the work environment.
• Skills in identifying potential risk.
• Skills in proactive thinking.
• Skills in trouble shooting.
• A knowledge and understanding of the management
principles related to risk management.
• A knowledge and understanding of the tools and
techniques used for risk management.
• Skills in applying the new tools and techniques.
• An understanding of how to measure risk.
• An understanding of risk response methods.
• A knowledge and understanding of when to use the
different risk response methods.
34 35

Strategy Planning
and Implementation
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Vision and Mission Statements
• The purpose and benefits of writing vision and
mission statements
• Communicating the vision and mission
• Creating a shared vision
Strategic Planning Basics
• Format and content for the agenda document
• Understanding strategy
• 7 Principles of strategic thinking
• Visual thinking
• Insight, forecasting and foresight
• The distinction between strategy, goals and
objectives
• Strategic thinking versus strategic planning
• Goal development
• Writing SMART objectives
• Setting Key Performance Indicators
• The use of Key Result Areas
• Setting strategy
Identify Strategic Direction
• Identifying the key strategic issues for your
organisation
• SWOT and PESTLE analysis
• Competitor analysis
Implementing the Strategy
• Understanding the key factors involved in
implementing strategy
• Using action planning tools such as logical frame
working, action planning grids and planning wheels
• Communicating your strategic plan
Developing Control Systems and
Performance Measures
• Approaches to measuring performance excellence
• Why do organisations need excellence
• How does excellence relate to performance
(SKEA,ISO)
• Setting targets
• The Balanced Scorecard
Course OVERVIEW
To be strategic is to be well prepared ahead of time for
different eventualities. Therefore, strategic planning requires a
state of mind that has space for the future, is versatile enough to
perceive different possible scenarios, and creative to think out
new solutions for possible problems and issues that may arise.
At all levels, strategic thinking has become necessary for both
short and long-term success. The key lies not just in individual
skills, but also in the ability to engage others in an on-going
strategy process.
This workshop will get your team, department or organisation
where it needs to be. Starting with the bigger picture and
moving onto the practical implementation issues, this course
takes you right through the strategic planning process with
helpful tools, techniques and ideas at every stage.
What will you gain
from the course?
• A knowledge and understanding of strategy and strategic
planning.
• A knowledge and understanding of the fundamentals of
strategic planning.
• An understanding of why strategic planning is important
for organisational success.
• An appreciation of the importance of vision and mission.
• Skills in setting vision and mission statements.
• An understanding of the concept of strategic thinking.
• Skills in analysing the internal and external environment.
• Skills to convert a strategic plan to an operating plan.
• Skills in setting goals, objectives and targets.
• Learn a step-by-step model for planning the journey from
current position to the future.
• Learn and use practical tools and techniques.
• Assess the benefits and risks of strategic planning.
• Learn when to use action plans to implement strategy and
when to use a more flexible system.
Supervisory
Skills
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Role of the Supervisor
• Understanding the roles and responsibilities
• Identify your organisational chart
• Making the transition to supervisor
• Setting goals and objectives
• Planning, organising and executing various activities
• Taking responsibility for the performance of people
working for you
• Understanding your personal management style
• Understanding company culture
Leadership Styles
• Identify the way people prefer to interact
• Your natural leadership style
• Your strengths and weaknesses
• Exercising authority effectively
• The delegation process
• Motivating others
• Building the team
Organisational Skills
• Managing your time effectively
• Self-management and discipline
• Barriers to time management
• Managing interruptions, paperwork and meetings
• Managing the time of others
Problem Solving
• Dealing with difficult people
• Managing your own emotions when solving problems
• Building positive relationships
• Identifying the‘root cause’of the problem
• Practical problem solving models
• Brainstorming
• Putting your creative ideas to work
• Group creativity, problem solving and decision making
Course OVERVIEW
Building effective supervisory skills can help you and your
organisation succeed, even in challenging economic
times. It is widely recognised that people are a business’
most important asset, therefore their management and
supervision has a direct impact on performance.
This workshop offers you the opportunity to develop and
refine
theskillsyouneedtosupervisepeoplemoreeffectively.The
course explores topics critical to developing effective
supervisory skills such as performance management,
motivation, team development, communication skills and
time management skills – everything you need to manage
people effectively.
What will you
gain from the
course?
• A knowledge and understanding of the roles and
responsibilities of a supervisor.
• A knowledge and understanding of leadership styles.
• Skills in planning and organising people and
resources.
• Skills in setting goals and objectives.
• Skills in measuring individual and team performance.
• A knowledge and understanding of the organisation’s
culture and hierarchy.
• A knowledge and understanding of the different
communication styles and preferences.
• Communication skills.
• Skills in getting the best out of people.
• Delegation skills.
• Time management and personal effectiveness.
• Problem solving and decision making skills.
• Teambuilding skills.
• Motivation skills.
36 37

Influencing
Skills
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Understanding what it means to Influence
• When to influence
• Influencing vs. manipulating
• Making perception reality
• Being proactive
• Using positive thinking
Interpersonal Skills
• Understanding Transactional Analysis
• Building a stronger‘adult’mode
• Enhancing verbal communication
• Enhancing body language
• Eliminating negativity
The Basic Principles of Influencing Others
• Win people to your way of thinking
• Be a leader
• Build relationships
Influencing Styles
• Understanding the nine influencing styles
• Learning how to identify the preferred styles of others
• Adapting your style
• The circles of influence
Managing Behaviours
• Understanding the different behaviours
• Learning how to handle difficult people
• Practicing Emotional Intelligence
Course OVERVIEW
Most jobs require you to influence others. It may be to
get support, to inspire, to build relationship or to get
buy-in to a creative idea. Being a strong influencer will
make your job easier and will improve your performance.
Excellent influencing skills require a combination of
interpersonal, communication, presentation and
assertiveness techniques. This workshop will equip you
with all these tools to enable you to effectively influence
people.
What will you
gain from the
course?
• A knowledge and understanding of what it means to
influence.
• An understanding of the basic principles of
influencing others.
• A knowledge and understanding of Transactional
Analysis.
• Interpersonal Skills.
• Skills in reading personalities.
• A knowledge and understanding of the influencing
styles.
• Skills in how to read and adapt to different styles.
• Presentation skills.
• Skills in how to deal with difficult people.
• Assertiveness skills.
• Enhanced communication skills.
38 39
SALES, MARKETING
AND CUSTOMER
SERVICE

Negotiation Skills
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Understanding Clients
• Clients needs and wants
• Client objectives and priorities
• Understanding people and personalities
• Client profiling
Influencing Skills
• The basic principles of influencing others
• Influencing styles
• How to adapt your influencing style
• How to handle difficult people and behaviours
The Negotiation
• Planning – setting objectives and priorities
• Identifying variables
• Setting the agenda
• Creating a positive environment
• Concessions and conditionals
• Identifying and responding to ploys and
manipulative tactics
• Strengthening your position
• Handling objections
• Managing stressful situations
• Closing the deal
• Outcomes of the negotiation
Communication
• Listening skills
• Reading body language and non-verbal signals
• Presenting yourself professionally
• Expressing ideas with clarity
• Documenting the deal
Course OVERVIEW
This workshop focuses on helping participants to develop
effective skills and techniques to be successful when
negotiating. It illustrates how to understand people, ploys, and
strategies to overcome the barriers, build confidence and get a
win-win outcome.
This workshop will encourage participants to ‘think outside
the box’ and overcome challenges; e.g. communication,
conflict resolution, understanding needs and expectations,
managing manipulation and ploys, and working through
roadblocks. Delegates will return to their job focused and
confident in their ability to negotiate successfully.
What will you gain
from the course?
• A greater knowledge and understanding of your clients.
• A knowledge and understanding of different negotiating
techniques for different markets and clients.
• Skills in how to negotiate with different people and
personalities.
• Skills in how to handle difficult clients.
• A knowledge and understanding of the basic principles of
influencing others.
• A knowledge and understanding of the different
negotiating styles.
• Skills in adapting your style of negotiating.
• Skills in highlighting benefits to meet client needs.
• Questioning skills and techniques.
• Skills in how to conduct the negotiation meeting.
• Stronger and more effective communication skills.
• Listening skills.
• Presentation skills.
• Skills in handling objections.
• A knowledge and understanding of the different
influencing styles.
• Skills in adapting your influencing style.
SUCCESSFUL
SEllinG Skills
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Understanding your Market and Customers
• Developing client profiles
• Knowing your clients’needs (direct/ indirect) and
expectations
• Competitive analysis
• SWOT analysis – strengths/ weaknesses/ opportunities/
threats
• PEST analysis – political/ economic/ social/ technological
• Customer Relationship Management
Developing your Sales Knowledge –
The Six Cylinders
• Business knowledge – general knowledge of business
operations
• Industry knowledge – specific to your industry
• Company knowledge – objectives/ strategies/ policies
• Product knowledge – all products/ services offered
• Selling knowledge – skills and techniques
• Attitude – creating a desire to win and a positive mental
attitude
Basic Techniques to Add Impact
• FABs – features/ advantages/ benefits
• USPs – unique selling points
• AIDA – attention/ interest/ desire/ action
Modern Sales Techniques
• Relationship marketing
• Consultative selling
• SPIN – situation/ problem/ implication/ need
Understanding People –
communicating to win
• Different personalities
• Communication styles
• Managing difficult people
• Influencing styles
• Negotiation skills
• Developing active and reflective listening skills
• Presentation skills
• Questioning techniques
• Reading body language
• Handling objections
Course OVERVIEW
This workshop focuses on helping participants to
develop sales strategies and techniques and gain the skills
required to be successful at selling. It illustrates how to
sell on benefits, not just features and how to close the sale
skillfully and adeptly and in such a manner as to leave the
customer satisfied with the whole process.
This workshop will encourage participants to ‘think
outside the box’ and overcome challenges; e.g.
communication, conflict resolution, understanding the
needs of different personalities, motivating people to
succeed, exercising authority and working with difficult
people. Delegates will return to their job focused and
confident in their ability to sell effectively.
What will you
gain from the
course?
• A greater knowledge and understanding of your
market.
• A knowledge and understanding of different
techniques for different markets and clients.
• Skills in how to work with different people and
personalities.
• Skills in highlighting FABs to meet client needs.
• A knowledge and understanding of identifying direct
and indirect needs.
• Questioning skills and techniques.
• Stronger and more effective communication skills.
• Skills in setting objectives and KPIs.
• Listening skills.
• A greater understanding of the end-to-end process.
• Teambuilding.
• Skills in creating creative competition in the team.
• Presentation skills.
• A knowledge and understanding of relationship
marketing
• Influencing and negotiating skills.
40 41

Call Centre
Training
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Effective Communication Skills
• Using the words and your tone of voice positively
• Channelling the message correctly
• Barriers to communicating over the telephone
• Overcoming those barriers
• Building a rapport with the caller immediately
Communicating when Dealing with
Complaints
• Calming upset customers
• Appreciating customer feedback
• Having the right attitude
• Active listening
• Avoid making assumptions
• Learn how to ask clearly stated, specific, and
courteous questions
• Review effective responses and proven techniques to
keep users calm, provide viable solutions, and
promote customer satisfaction
• Identify phrases and responses they should avoid
when dealing with difficult callers
• Give recognition to the customer’s feelings – practice
empathy
• Responding appropriately
Managing Customer Expectations
• Identifying your customer’s needs and expectations
• How to exceed their expectations
• Anticipating their needs
• Creating‘Customer Delight’
Controlling the Telephone Process
Confidently
• Making and taking calls
• Know what your caller wants; Ease, Pro-active, Timely
and Problem-free
• Being prepared
• Being consistent
• How to sound confident and helpful
• Dealing with enquiries - getting the facts and
controlling the call
• Ending the call
• Controlling interruptions
Course OVERVIEW
This course is specifically designed to cater for call centre
employees who deal with customers and end-users. Delegates
will understand all about customer service, communication,
managing customer frustration, increasing customer
receptivity to solutions, helping customers explain the real
problem and effective listening skills. We will address the skills
and techniques required to handle any type of incoming call in
a positive way that meets the customer’s needs and exceeds
their expectations.
What will you gain
from the course?
• A clear understanding and appreciation of what it feels like
to be on the other end of poor, good and excellent
customer service.
• Skills in how to have direct and successful conversations
with callers.
• Skills in developing rapport over the phone.
• An understanding of how to help non-technical customers
get their message across in a‘stress free’manner.
• Skills in applying solution-focused thinking techniques.
• Active listening skills.
• A knowledge and understanding of your customer’s needs
and expectations.
• A knowledge of how to reduce call duration times whilst
enhancing service quality.
• Skills to enhance personal productivity and commitment.
• Skills in how to deal with difficult, irate and frustrated
customers successfully.
• A knowledge and understanding of telephone etiquette.
• Skills in how to handle complaints effectively.
Customer
Service
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Knowing your Customers
• Internal and external customers – who are they?
• Stakeholder analysis
• Gathering data on customer satisfaction
• Defining and segmenting customers
• Why do you lose/ retain customers?
• How to create positive first impressions
• Key Customer Relationship Management principles
Perception Points
• Knowing where the perception points are
• What are the requirements at each point
• Setting benchmarks for each point
Needs, Wants and Expectations
• Developing customer profiles
• Improving the customer experience
• Creating‘wow’factors
• Creating USP and perceived benefits
Handling Difficult Situations
• Owning the problem
• Handling difficult situations
• Dealing with difficult people
Relationship-Building Strategies
• Building long-term relationships with customers
• Effective communication
• Using your voice
• Using positive body language
• Knowing which words to use and why
• The use of voice over the phone
• Staying effective on the telephone
• Using the resources available to create a rapport with your
customers
Course OVERVIEW
Management need to embed customer focus and
customer service into every part of the organisation’s
operations. Employees should then have customer
service at the forefront of every decision made and every
interaction, whether with internal or external customers.
This workshop will help participants identify and
understand who their customers are. They will gain an
in-depth knowledge of their customers and how to
exceed expectations at every level. In addition, they will
gain skills in how to transfer their knowledge
back into the workplace to develop a culture of
service excellence.
What will you
gain from the
course?
• A knowledge and understanding of who your
customers are.
• Skills in identifying perception points.
• Skills in identifying needs and expectations.
• Skills in exceeding customers’expectations.
• A knowledge and understanding of the end-to-end
process.
• Skills in changing and developing organisational
culture of customer focus.
• Skills in gaining commitment from staff to adopt the
new culture.
• Skills in empowering and motivating staff to focus in
customers.
42 43

Marketing
Sample
Course Content
Below is an example of the course content. The content
can be‘tailored’to meet the exact requirements of the
client.
Understanding Marketing
• The definition and scope of marketing
• The key dimensions of marketing
• Understanding the marketing concept
• Marketing mix basics and the 6 P’s
• Marketing’s role in organisational performance
• Using target marketing and positioning to gain a
competitive edge
Developing an Effective Marketing Plan
• What is a marketing plan?
• The importance of having a marketing plan
• Stages of developing a marketing plan
Customer Relationship Management
(CRM)
• The drivers for CRM
• The framework for CRM
• E-commerce: CRM on the internet
• Managing relationships
Branding
• Brand equity and brand loyalty
• Brand management
• Brand development
Marketing Communications
• Marketing communications strategies
• Communication strategy development
• The tactical execution
• The format and preparation of a communication plan
Marketing: New Objectives, Dimensions,
and Thinking
• Customer-driven versus product-driven marketing
• Marketing: a four-way process
• Internal marketing
• Forward external marketing
• Reverse external marketing
Course OVERVIEW
Marketing is often considered the most important function of
business; the one that drives sales to meet financial objectives.
Marketing as a business function comprises many
interdependent components which need to operate as one
unit for success. Having a strong marketing orientation and
customer focus will improve a business’ competitiveness, and
will help to explore new opportunities for business success.
This workshop will explore the different aspects of marketing.
Delegates will learn more about the marketing strategy as well
as develop tools and techniques to implement operational
tactics to implement the strategy. They will increase their
awareness of the importance of marketing and how to align it
to corporate strategy.
What will you gain
from the course?
• A knowledge and understanding of your market and your
customers.
• A knowledge and understanding of the marketing mix.
• A knowledge and understanding of buying behaviour.
• Understanding business strategy.
• Skills in developing a marketing strategy.
• Skills in building relationships with your customers.
• Skills in building product knowledge.
• Skills in differentiating your products and services.
• Skills in developing strong brand image.
• Understanding the most effective ways to promote.
• An awareness of innovative developments in marketing.
Public Speaking
and PR Skills
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
Communication Styles
• Communication styles – visual/ auditory/ kinaesthetic
• How to communicate with the different behaviours –
assertive/ aggressive/ passive
• Cultural communication barriers and how to overcome
them
• Making your POINT
• Using rhetorical devices to add impact to your speech/
presentation
Planning and Structuring the Presentation
• Documentation Triangle – purpose/ audience/ content
• Understanding the 3 Es – explain/ educate/ entertain
• Methods of structuring the speech/ presentation
Body Language
• Reading the body language of the audience and tailoring
the presentation as needed
• Developing effective body language to present for success
Handling Questions
• Predicting questions
• How to handle difficult questions
Building Confidence and Overcoming Nerves
• Relaxation techniques
• Planning and practicing to reduce nerves
• Visualisation
Communicating the Brand
• Understanding the brand, vision and values of your
company
• Projecting a positive image
• Becoming a brand ambassador
• Business etiquette and professionalism
• Inspiring others
Course
OVERVIEW
We present ourselves as representatives of our
company in every interaction; internally and externally.
Presentations in business are a critical part of
the communication process as they provide an
opportunity to inform, inspire and influence an
audience. Developing highly effective presentation skills
enable the presenter to get his message across with
clarity, conciseness and high impact. As brand
ambassadors we need to have excellent communication
skills to present ourselves in a professional manner.
This workshop will provide delegates with advanced skills
in communication, presentation and public speaking.
What will you
gain from the
course?
• A knowledge and understanding of the different
communication styles.
• A knowledge and understanding of the different
methods
of structuring a presentation.
• Skills in using rhetorical devices.
• A knowledge and understanding of reading the
audience’s
body language.
• Skills in managing body language.
• Skills in tailoring the speech/ presentation to meet
the needs of the audience.
• Skills in handling difficult and challenging questions.
• Confidence building skills.
• Skills in dealing with the media.
• A knowledge and understanding of your company’s
brand, vision, and values.
• Skills in how to communicate the brand, vision and
values.
44 45

Appraisal
Skills
Sample
Course Content
Below is an example of the course content. The content can be
‘tailored’to meet the exact requirements of the client.
The Purpose of Appraisals
• Personal benefits from participation and commitment to
the process
• Team/ departmental benefits
• Organisational benefits
• Short- and long-term benefits
• Barriers to effective appraisals
Roles and Responsibilities
• The employee
• The manager
• The HR team
The Five Key Elements of Performance
Management
• Measurement
• Feedback
• Positive reinforcement
• Exchange of views
• Agreement
Planning the Appraisal Interview
• Gathering evidence and ensuring fairness and validity
• Setting agreed timeframes
• Designing an agenda
• Creating a positive atmosphere
Giving Feedback
• Skills required for effective feedback
• Supportive feedback
• Corrective feedback
• Pitfall when giving feedback and how to avoid them
• Rules and guidelines
Questioning Techniques
• Types of question
• Open and closed questions
• How to listen actively and reflectively
Handling Objections and Difficult
Situations
• How to manage an angry employee
• How to manage an unresponsive employee
• How to manage a defensive employee
• How to handle intimidation from an employee
• Being assertive
Course OVERVIEW
Managing employee performance is critical to business
success. Effective managers understand the personal and
professional objectives of the employees and are able to
align these with department and corporate objectives.
Appraisals provide the opportunity to give feedback on
performance, fill competency gaps, and decide on future
courses of action.
This course explores the role of appraisals and how to
conduct them effectively. Participants will learn more
about the system within their organisation and how to
prepare, deliver and evaluate performance appraisals
successfully.
What will you
gain from the
course?
• A knowledge and understanding of the purpose of
appraisals.
• A knowledge and understanding of the roles and
responsibilities of the different people involved in the
appraisal process.
• An understanding of the existing framework and
competency ratings.
• Skills in gathering evidence for the appraisal.
• Skills in planning for and structuring the appraisal
interview.
• Skills in explaining the system and process to the
employee; highlighting the benefits and strengths of
the process and system.
• Skills in giving effective feedback – supportive and
corrective.
• Skills in effective questioning techniques.
• Listening skills.
• Skills in dealing with objections and disagreements.
• Skills in setting SMART objectives as
part of action planning.
46 47
Human Resource
Management

Assessor Training
Course
OVERVIEW
A critical success factor when implementing a Competency
Assurance Management System (CAMS) is the application
of a simple, transparent and fair CAMS Assessment and
Verification system. Sustaining effective implementation and
maintenance of this system requires a ‘top down’ approach,
i.e. it is mandated and endorsed by management. This
managementbuy-inensuresthatacultureof‘easy’assessmentis
notcultivatedorencouraged.Theimpactandimplicationsofpoor
assessment at an organisational level results in employees
that are not fully competent serving in positions in which
they should not be active in. This workshop stresses the
importance of following rigid procedures required for assessing.
In this workshop delegates are made aware that the
successful implementation of CAMS requires a supporting
framework of simple, transparent and fair Assessment
and Verification procedure; administered by qualified CAMS
Assessor and CAMS Verifiers. Throughout the workshop, these
procedures are
reinforced resulting in the efficient use of manpower resources
and time.
As these procedures are critical elements to the CAMS process
and must be adhered to in a rigorous manner this course also
includes as assessment with the following breakdown:
• The weighting is as follows:
• 40% questionnaire
• 40% role plays with video
• 20% attitude and willingness to learn and develop their
skills. This also includes punctuality on the course. All
delegates will take responsibility for attending the course
on time. Percentages are deducted for delegates attending
the workshop late.
• The pass rate is 85%.
*At the end of the course, delegates will be notified whether
they have been successful or not.
Course
Objectives
• Gain a excellent level of assessor skills through
practical‘hands on’activities
• Receive a personal support and feedback from
experienced trainers
• Have the opportunity to learn with and from
delegates with a range of different backgrounds and
experiences
• Develop the skills and knowledge to conduct
assessments with a varying range of complexity
• Gain a thorough understanding of the entire
‘end-to-end’process
• Be able to explain to other employees who are not
up-to-date with the current procedures
• On completion, be able to contribute effectively as a
member of a high performing assessment team
Sample Course Content
Below is an example of the course content. The content can be‘tailored’to meet the exact requirements of the client.
day ONE
Day one covers the theory of CAMS to ensure that the
delegates understand the‘end-to-end’process from when
an employee joins the company and has the baseline
assessment to when they become fully operational.
• What is CAMS?
• Why do we need CAMS
• The purpose of conducting assessments
• Understand the roles and responsibilities of all
concerned in the assessment and verification process
• Watch a SELECT DVD which clearly illustrates the
process from the graduate contacting the supervisor
to the verification event
• Have a greater understanding of what is‘real work’
• Explanation of the different forms used in the process
• Minimum Assessment Standards – Levels 1 and 2
• Assessment process - implementation principles and
objectives
• Linking‘workplace assessment’evidence to‘interview
assessment’process
• How to plan for assessment – formal and informal
– for Levels 1 and 2
• The different types of evidence and how they fit into
the different performance criteria levels
• Prepare yourself and practice different
self-assessments
day TWO
Day two provides delegates with the opportunity to be
videoed in the role of Assessor. Each delegate is placed in
a team where they work closely together making sure all
the concepts are applied thoroughly. This is essential in
the course as the delegates have the opportunity to learn
from each other and are also provided immediate feedback.
• Review of previous day
• Plan for the assessment using DFW for C and D
• Video graduate and assessor identifying and assessing
evidence
• Video assessor making judgments and feedback
• Each group must submit one role-play on video, which
illustrates the process as explained in training. All delegates
watch these videos for immediate feedback and
explanation of any gaps.
day THREE
• Review of day one and day two
• Written assessment with results provided
• Plan assessment role-play to be conducted in front of the
whole group‘live’
• Immediate feedback
48 49