Business Seminars

SEMINARS

Attending a seminar has numerous benefits, including improving communication skills, gaining expert knowledge, networking with others and renewing motivation and confidence.

Half Day Business Seminars

Book your place on any of these exciting seminars now!

Please Note: Group Bookings Only

 

Phone our consultants on (021) 914 0850

VIEW LATEST SCHEDULE

Venue: Our Offices

Number of Delegates Required: 10

Venue: On Site

Number of Delegates Required: 10

Duration

08h30 – 12h00 or 12h00 – 15h30

Location

PST Rosenpark, Bellville or On Site.

Dates

On Request

Includes

  • Seminar handouts
  • Training Folder and Pen
  • Refreshments
  • Attendance Certificate (PDF)
Writing Effective Emails

Writing Effective E-mails / E-Mail Etiquette

  • What is E-mail Etiquette
  • Keeping on Top of E-mail
  • Writing great E-mails
  • Using E-mail Responsibly
  • Guidelines on Netiquette
  • E-mail Do’s and Don’ts
  • E-mail Mistakes you must avoid
  • Basic English Grammar in E-mails
  • E-mail Punctuation
  • Tips for Perfecting You E-mail Etiquette
Effective Teamwork

Effective Teamwork (Working in Teams)

  • What is a Team?
  • Understand the value of working in a Team
  • Know your Team Members
  • Building Trust
  • Insist on Accountability
  • Communication in a Team
  • Resolving Conflict
  • Motivating Teams
Call Centre Etiquette

Call Centre Etiquette

  • What is a Call Centre
  • Inbound/Outbound
  • What makes Good Call Centre?
  • Good Telephone Etiquette
  • Managing First Impressions
  • Speaking with Confidence
  • Listening on the Phone
  • Positive Attitude Counts
  • Links between the Telephone and Customers
  • Customer Needs
  • Call-Handling Skills and Techniques
  • Answer & End a Call
  • Dealing with Difficult Situations
  • Staying Motivated to Succeed
Positive Attitude

Positive Attitude = High Performance

  • Positive Attitude – Your Choice
  • Choose to be Happy
  • Knowing Yourself
  • Goal Setting
  • Effective Communication
  • Being Assertive
  • Optimism & Kindness
  • Managing Difficult Relationships
  • Importance of Teamwork
  • Managing Stress
  • Strive to be the best
Managing Stress

Deal With & Manage Stress

  • What stress is and isn’t
  • Signs of Stress
  • Control your Physical Response to Stress
  • Control your Environment
  • Control your Time
  • Control your Attitude
  • Control your Mental Response to Stress
  • Manage Stress at Work
  • Manage Stress caused by Change
  • Manage Stress caused by Conflict
Goal Setting

Setting Goals & Productive Planning

  • Responsibility & Commitment
  • Develop your Self Awareness
  • Deal with Problems
  • Deal with Criticism
  • Understand Setting Goals (SMART)
  • Make your Goals Happen
  • Learn from your Mistakes
  • Eight Basic Steps of Planning
  • The Benefits & Dangers of Planning
  • How to Plan
  • Determine your Strengths & Weaknesses
  • Assign Priorities
  • Make a Commitment
  • Stay Flexible
Telesales

Telesales – The Winning Recipe

  • The Four Steps of the Telephone Sales Process
  • Define Prospects Accurately
  • Count the “No” Answers
  • The Ups and Downs of Selling
  • Developing your Attention Statement
  • Developing the Reason for the Call
  • “Not Interested”
  • The Art of Leaving Messages
  • The Art of Calling Back
  • The Recipe for a Great Conversation
  • When to Stop Calling
  • Ten Traits of World-Class Salespeople

The Essence of Customer Service

  • Self-Image & Self Esteem
  • Your Attitude
  • Dress Code & Grooming
  • What does Customer Service mean
  • Service Success Loop
  • The Keys to Customer Service
  • Customer Wants & Needs
  • Time and Customers
  • Departments and Customers
  • Importance of Teamwork
  • Meeting & Exceeding the Customer Expectations
  • The Importance of Body Language
  • Deal with Irate Customers
  • Staying Motivated
Managing Conflict

Managing Conflict & Emotional Intelligence

  • What is Conflict?
  • What is Emotional Intelligence?
  • Importance of Emotions
  • Importance of Positive Attitude
  • Importance of Communication
  • Empathy
  • Significance of Body Language
  • Responding to Conflict
  • Resolve Conflict Effectively
  • Benefits of Developing Your Emotional Intelligence
  • Use Emotional Intelligence in the Workplace
  • Decide, Commit and Succeed
Debt Collecting

Powerful Debt Collecting Skills

  • Debt Collection – The Links
  • Speak well (Voice)
  • The Greeting
  • Listening
  • Outbound Calls
  • Forbidden Phrases
  • Tips on handling Difficult Debtors
  • Your Attitude
  • Make Collection Calls
  • Deal with Excuses
  • Arm yourself with facts
  • Irate Customers
  • Debt Collection – Negotiation Tips
  • Benefits of paying debt

Stock Control

  • The aim of Stock Control
  • Managing Stock
  • Insufficient stock & too much stock
  • Stock Records
  • Stock Record Systems
  • Stock Levels
  • Improve Stock Control
  • Risks
  • Stocktaking
  • Types of Stocktaking
  • Stock Taking Stationery
  • Discrepancies
  • Economic ordering quantity
  • Purchasing
Employment Equity

Employment Equity (EE)

  • What is Diversity?
  • What is EEO? (Equal Employment Opportunities)
  • What is AA? (Affirmative Action)
  • What is the purpose of the Employment Equity Act?
  • How will it help workers and managers?
  • Communication in a Diverse Workforce
  • Who will be affected by the law?
  • How can the law prevent discrimination at work?
  • Examples of unfair discrimination which the law prevents
  • Is there such a thing as fair discrimination?
  • What about sexual harassment in the workplace?
  • What happens if you are unfairly discriminated against in the workplace?
  • What will the CCMA do?
  • Overcoming barriers to Diversity
  • People with Disabilities
Disciplinary Hearing

Chairing a Disciplinary Hearing

  • Introduction: Stating case; Plea
  • When a Shop steward is present
  • Procedure:
    • First Presentation
    • Question Technique
    • Answering Presentation
    • Questioning
    • Witnesses
    • Questioning
  • Shop Steward Comment
  • Questioning
  • Factors (Mitigating / Aggravating)
  • Possible Postponement
  • Determination of Verdict and Sanction
  • Pronouncement and Delivery
  • Concluding Paperwork and Filing
  • Appeals / CCMA
  • Role Play