Customer Service Courses

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Free

OKRs and Scientific Goal Setting

3 hours
Intermediate
What you'll learn
At the end of this session, participants will be able to:
Appreciate the importance of framing bold and ambitious objectives
Write goals that map to the objectives
Derive tasks from the goals
Track goal completion
Free
Intermediate

Driving Results

Free

Driving Results

3.5 hours
Intermediate
What you'll learn
·Understand the importance of managerial leverage
·Appreciate the importance of effective delegation
·Set up processes for high quality and high productivity
Free

The Art of Feedback

3.5 hours
Expert
What you'll learn
Develop awareness about cognitive biases that impact the performance review process and use simple strategies to minimize their impact
Prepare for a feedback discussion
Decide on a feedback style – directive/coaching
Carry out a structured feedback discussion using the STAR/AR feedback framework
STAR/AR checklist
STAR/AR guidebook
Free
All Levels

Developing People

Free

Developing People

3.5 hours
All Levels
What you'll learn
Identify the tools for structured people development
Conduct effective developmental discussions with team members
Use delegation as an effective tool for development
Free
All Levels

Driving Change

Free

Driving Change

3.5 hours
All Levels
What you'll learn
Appreciate the importance of structured change management
Adopt a communication and leadership that is style most appropriate during a phase of rapid change
Identify the stages of change adoption and how to work through each stage
The Kubler Ross change curve
Leadership and communication style for each stage of change
Balancing emotions and information during a change process
Free
Intermediate

The Empathic Way

Free

The Empathic Way

3.5 hours
Intermediate
What you'll learn
Appreciate the importance of demonstrating empathy at the workplace
Use the 3-part framework of Sensing-Seeking-Acting to display emotional intelligence at work
Be mindful of team member’s needs, motives and actions and act accordingly
Utilise a toolkit of communication skills to engage in more empathetic interactions in different workplace scenarios with
The difference between empathy and sympathy
The 3- part framework: Sensing-Seeking-Acting
Exploratory and open-ended questioning as a tool for seeking
Empathetic communication guide – Empathy nudges
Action guide to understand what to do in specific situations
Free
Intermediate

The Trusted Leader

Free

The Trusted Leader

3.5 hours
Intermediate
What you'll learn
Create an environment of performance driven by trust
Apply the 8 trust building behaviours
Create a positive team environment
Free

Motivation and Well Being

3.5 hours
All Levels
What you'll learn
Use science backed principles to motivate team
Identify what motivates team members by focusing on value drivers
Bring physical and mental health and wellness to the focus
Workshop invitation and nomination email
Free
All Levels

Hiring Right

Free

Hiring Right

3.5 hours
All Levels
What you'll learn
Recognize the impact of cognitive biases on the interview process
Develop an appreciation for structured interviewing and the Behavioral Event Interview (BEI) technique
Apply the BEI process using the STAR technique
Develop an appreciation for exhaustive note taking in the interview process
Use the laddering technique to rate candidates
Free

Negotiation Skills – Sales

4 hours
Intermediate
What you'll learn
Identify the key behaviours and attitudes of a skilful negotiator
Understand the role that body language, speech, and words play in creating influence
Differentiate between Interests and Positions
Understand key concepts like the Negotiation Range and Settlement and Resistance Points
Discover the power of providing Options
Understand key concepts like BATNA, WATNA, PIOC
Understand the negotiation process