Course Examples

Courses Offered
The following are workshops available from Workforce Education that can be re-designed and delivered to suit your organisational needs.

Administration Processes and Procedures

Students learn to develop their office, technical, communications, and human relations skills, and have the opportunity to gain practical experience through simulated office situations. Graduates will gain specialized knowledge learn how to be more efficient and how to use a broader range of available tools.

Benefits: Administrative procedures are a vital component of any efficient office. They’re an extremely valuable resource and creating them is a huge service to your executive and team. Not only do they allow others to easily cover for you during absences or vacations, they also act as a reference for you.

Assertive Communication Skills

Assertiveness can be learned and developed, and the techniques presented here you will slowly become more confident in expressing your needs and wants. As your assertiveness improves, so will your productivity and efficiency. Start today and begin to see how being assertive allows you to work with people to accomplish tasks, solve problems, and reach solutions.

Benefits: Assertive people are distinguished by self-awareness, confidence and precise communication abilities. Attending this course will provide you with strategies and tools to express your thoughts and opinions while being receptive to the needs, wants and feelings of other people.

Building Customer Loyalty

This course will enable you to understand the root cause of customer complaints, manage customers’ expectations of you and your organisation and develop relationships that become long lasting. We teach you the skills of attracting new customers and how to maintain a relationship with existing ones, also how to keep that core group of customers happy.

Benefits: Building customer loyalty is integral to maintaining a thriving business and retaining a steady customer base. A successful company typically sees 80 percent of its business come from 20 percent of its customers.

Change Management

The Change Management course is an important and internationally recognised qualification
You will learn why Change Management makes a difference to the bottom line and how to demonstrate this. You will gain an understanding of the principles behind best practice Change Management. We will walk you through practical tools and templates and practical change management issues.

Benefits: This change management course will equip you with techniques that will enable you to implement successful change. Change can be instigated from within the organisation or imposed by external factors. Either way, change management needs to win over the hearts and minds of team members to enable success.

Coaching Skills for Managers

The techniques you’ll learn in this course can be used whether you’re a manager trying to develop your people or trying to develop yourself and build a career. One of the key ways you can have a positive impact on the business is by operating more as a “Coach” than a “Manager.” Coaching skills can be used in business to bring out the best in individuals and team, build motivation and promote active problem-solving.

Benefits: This course will help refine your coaching skills as a manager. Coaching conversations can bring out the best in your people. If you want to build a motivated, productive team you will benefit from attending this course.

Coping with Workplace Stress

This course will provide you with the ability to identify the characteristics of stress, as well as practical tools and techniques you can implement to help you take control. Resilience isn’t about toughing it out and ignoring feelings. Learn how to build resilience and adapt in stressful situations, it’s about knowing yourself, your stressors, and when to reach out to others.

Benefits: Once you’ve mastered these core skills you’ll have the confidence to face stressful challenges, knowing that you’ll always be able to rapidly bring yourself back into balance.

Creating Customer Service

Taking this course will help you master ways to develop & maintain a positive, customer focused, attitude. Develop needs analysis and techniques to better address customer needs, recognise how one’s attitude affects service standards. Learn to master techniques for dealing with difficult customers and how recover difficult customers.

Benefits: Our course will help you set the example for your staff and create a culture of customer service that will bring all of your clients back to your business again and again. Customer service begins with a customer service culture that trickles into every nook and cranny of the company. If you want to develop an authentic customer service culture, it needs to start with you.

Dealing with Difficult Customers

Learn about the importance of developing strong customer relationships by building confidence in all aspects of customer contact via effective communication skills. Learn skills and techniques to positively deal with misunderstandings, complaints and miscommunication. Understand different customer behaviours and match your service delivery with expectations. Build on your existing questioning and listening skills to understand customer needs and solve complex problems.

Benefits: Dealing with difficult customers can be challenging, you will take away with you the right tools to handle the situation well. You will know how to improve your relationship with customers and create further opportunities. By the end of this course you will know how to turn a negative situation into a positive one.

Delivering Training in the Workplace

Training is maximised when it is designed to suit the needs of the employer, and the needs and learning style of the apprentice or trainee. Are the best trainers simply born with this gift? Absolutely not, it is a skill that can be learnt. We have contextualised the qualification to include a strong emphasis on delivery and presentation.

Benefits: Workplace training will support, motivate and improve staff in developing their skills, improve job performance and accelerate your best practice KPI’s. Actively encouraging and supporting staff training builds knowledge, advances staff capabilities and improves workplace morale. Combined, this can be an investment in the future of your business.

Designing Effective Work Flow

Learn the components of designing an effective workflow; acquire the capabilities necessary for supporting workflow and the benefits of adopting a model-based approach to workflow, their responsibilities (or tasks) and the processes they all follow. We will teach you how to design an effective workflow that involves analysis of players and their tasks. This course shows you how to identify patterns and interactions, then documenting detailed tasks, followed by testing.

Benefits: The benefits that a designed workflow can bring are insight, monitoring, and optimisation. You will gain insight into the flow of work through your organization. Having a Designed Effective Workflow helps you to interpret behaviour, together making it possible to reason about how to optimise the business process.

Influencing and Negotiation Skills

An influencing and negotiation skills course will provide you with a more positive and confident approach to influencing and negotiating. You will acquire an awareness of different negotiating styles and how to respond to them. You will go away with the skills for a more personal impact when communicating throughout and outside your organisation. Procure a greater awareness of your current influencing style and techniques for more effective ways of influencing.

Benefits: Improving negotiation skills and learning more effective techniques can mean the difference between a good deal and a great deal. This course will provide you with negotiating and influencing skills and ensuring that you are always prepared for negotiation, and how to achieve the best possible outcomes and relationships.

Making a Meeting Work

Making a meeting work is about planning an agenda that will give you the best results from your time. This course offers the guidance and tools to assist in planning and conducting effective business meetings.Benefits: At the end of this course you will be able to do the following about making a meeting work:

Explain the value of meetings as a management tool
Craft a solid agenda
Recognise the critical planning step that makes meeting time more effective
Lead robust, inclusive discussions
Use tools to focus on the right information
Practice techniques for handling counterproductive behaviour
Supervision and Leading

This course provides participants with strategies for effective supervision, skills and knowledge required to lead a team or work group in a business environment. The course includes developing plans, providing leadership and supervising the performance of a work team. The aim of this course is to assist team leaders, supervisors and other staff with supervisory responsibilities in developing key skills required for effective leadership, motivation and supervision of others.

Benefits: In finishing this course you will know how to choose between effective and ineffective leadership styles. You will understand the relationship between their styles and the motivation and behaviour of others and learn to implement appropriate problem solving. You will learn the art of delegation and how to delegate effectively and also discover ways to communicate more effectively and vividly. Learn a technique for coaching performance by knowing the difference between coaching and discipline.

Marketing Made Simple

Marketing should not be complicated; this course follows a simple structured approach to making a business profitable. On this course, you will find a wealth of marketing tips, tricks and ideas for successful entrepreneurs, businesses and marketing students.

Benefits: Job prospects in advertising & marketing and sales and marketing. Marketing is closely related to business (sales related). Marketing can pave the way to a positive future during good times or bad times in economy. It is the bad times that companies need to push for more sales.

Telephone Communication: First Impressions

Staff being the first point of contact with any organisation makes it vital that their telephone manner is professional and polished. This course is designed to equip participants with the skills to build a positive reputation for your company.

Benefits: Learn how to communicate professionally using telephone and email and acquire techniques for connecting with people quickly and easily. You will gain an insight into your communication style and how this affects others. Respond and adapt to others’ needs in a professional and timely manner. You will understand why sharing information and collaboration leads to success. You will obtain strategies for dealing with difficult situations.

Work Smarter not Harder

It is no secret that highly successful people are those who have learned to manage their time wisely. Our time management training course will teach you how to take a positive approach to time management. It highlights the skills and techniques required to make the most of every day, without feeling overwhelmed by work overload and the demands of your job and your team.

Benefits: You will take away the practical skills of “how-to” techniques in helping you achieve better results both at work and in your personal life. You will have the tools to use your most precious asset “time” work for you not against you giving you the ability to meet those important schedules.