Stressing about anything and everything? Then it’s time to understand your stress and get it under control with our Stress Management course. The course is intended for anyone who is under stress and wants to learn the skills to reduce stress. We will teach participants what stress is and what it is not, we will discuss bad stress and good stress or eustress. At the end of the course participants will have learned several ways to deal with stress effectively and ways to reduce stress. We would however like to add that it is never a bad thing to seek professional help when it comes to mental and emotional issues.
1. Understanding Stress
The Effects of Stress on Emotional Health
Recognising Stress and Triggers
Testing your Stress Levels
Identifying Behaviour Patterns
The Three Stages of Stress
Identifying the Symptoms of Stress
The Physical Effect of Stress
Keeping Adrenaline in Check
Workplace Stress
Occupational Burnout
The Right Amount of Stress
2. Being Responsible for your own Stress
Identifying the Stresses in Your Life
Coping with Stress
Alleviating Stress at Work
Expressing Your Feelings
Using Stress Releases and Safety Valves
3. Reducing Stress
Biofeedback
Developing Mindfulness
Practicing Meditation
4. Improving your Relationships with yourself and Others
You are a Unique Individual – Accept it
Realistic and Unrealistic Expectations
Assessing Your Strengths
Acknowledging Universal Human Needs
Building Better Relationships
Recognising Negative Relationship Patterns
5. Enhance your Emotional Health
Understanding Emotional Maturity
Expressing Emotions Appropriately
Exploring Your Own Emotional Fitness
Building Self-Confidence
Solving Problems Openly
Maintaining Emotional Fitness
Setting Personal Goals
Reviewing Your Personal Goals
1 day/s
This is a self enrichment course intended for anyone who would like to reduce stress.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Stress is constant companion in everybody’s life. The thing we don’t understand is that stress can be good for us at times, not only bad. This course (Stress Management Courses, Stress Management Workshop, Stress Management Training) will teach participants how to use the good stress or eustress to our advantage and how to minimise the bad stress. We will teach participants the Three A method of dealing with stress as well as coping methods and relaxation techniques.
1. Why is stress so stressful? The dictionary definition defines stress as physical, mental or emotional strain or tension. Its basically a bell going off in your brain and we can thank our early ancestors for this alert system, although when they were stressing they were running away from a large animal wanting to kill them. You can see how that could be stressful. Our brains have had to adapt and now a situation may not be life threatening but we perceive it to be an uncomfortable situation and because we want to get away from the large animal chasing us, we stress. 2. Is all stress bad? No. The word stress comes from a Latin word meaning distress, distress is bad stress and we should try to reduce it if it interferes with our ability to work, parent or socialise. Eustress is a modern term meaning good stress, we dont always recognise good stress, and it helps us to perform at our peak in whatever we are doing. If we were running away from a large animal wanting to kill us and we cross a powerful river which the animal cannot cross, then we would stand on the opposite bank jumping for joy. Distress caused us to take a risk and cross the river, eustress is the joy we perceive in succeeding. 3. How do I reduce bad stress in my life? The basics remain constant in whatever you want to change in your life, before you can address the specific change you must take care of yourself physically first. Eat properly for enough fuel to outrun the animal, exercise regularly or its going to be a short chase for the animal, get eight hours of quality shut eye. Now we can address the specific change we want. 4. What can I do to make a stressful situation easier on myself? There are a wide variety of methods and theories and guides, all discussed in books about stress. At the most basic level there is the triple A approach. The theory is that you have three choices: Alter the situation, avoid the situation or accept the situation. This is subjective because we are unique and there is no one-size-fits-all approach. 5. How do I relax in a stressful situation? Firstly, breathe. Slowly and calmly, avoid hyperventilating. Count slowly to ten and as you count tell yourself how you feel more and more relaxed with each count. If you can leave the situation for five minutes, such as a bathroom-break – find somewhere where it is quiet and you are alone and then practice guided imagery. You visualise yourself in a calm, beautiful place such as a beach or a forest, then you relax your body bit by bit as you move further into the image. The best thing you can do for bad, unavoidable stress is to form a routine of meditating every night and consciously relaxing.TIP: When you are going to be in a stressful situation you cant avoid: ·Consciously choose to be in that situation, many people go through a stressful situation and feel powerless because they cannot alter or avoid it, this is false. The power of choice reduces the level of stress; add to this a positive attitude and positive thinking. ·Establish a support system, if you can take someone with you who does not stress in the same situation, feed off their power and positivity. ·Create a plan it will give you a sense of control over the situation. ·Know when and where to seek help. It is never a bad idea to ask for professional help with stress. Self-confident and assertiveness are two skills that are crucial for success in life. If you don’t feel worthy, and/or you don’t know how to express your self-worth when communicating with others, life can be very painful. These skills will provide opportunities and benefits to your participants in their professional and personal lives. The Assertiveness And Self-Confidence workshop will give participants an understanding of what assertiveness and self-confidence each mean (in general and to them personally) and how to develop those feelings in their day-to-day lives. These skills will encompass many aspects of your participant’s lives and have a positive effect on all of them.
1 day/s
This course (Stress Management Courses, Stress Management Workshop, Stress Management Training) is for anyone who wants to reduce stress in their lives.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Office administration and administration support is unquestionably one of the most important departments in any company. This workshop will give participants many new tools and new skill sets to administrate and manage the office.
1. Introduction
Topics for discussion
Related topics
Workshop objectives
Pre workshop review
2. Getting organised (1)
E-Mail
Electronic files
Paper trail
Voice mail
3. Getting organised (2)
Organising your workspace
To-do book
Project management techniques
4. Managing time
Managing your available time
Keeping others on track
Maintaining schedules
5. Finishing work on time
Prioritising
Staying on track
Goal setting
6. Special tasks
Planning meetings
Planning large meetings
Arranging travel and accommodation
7. Verbal communication skills
Listening and understanding
Asking questions
Communicating effectively
8. Non-verbal communication
Body language
Body language signals
How you say things
9. Empowering yourself
Being assertive
Resolving conflict
Building consensus
Making decisions
10. Team of two
Working with your manager
Influencing skills
Sticky situations
11. Taking care of body and mind
Ergonomics
Stress management
Heavy workload
12. Topics not discussed
Lessons learned
Completion of action plan
Post workshop overview
Completion of evaluation
1 day/s
This course is intended for office administrators and office managers.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
This course is aimed at identifying potential successors, to make the handing over of management from one person to another as smooth as possible.
1. Course Overview
2. What is Change?
3. The Change Cycle
The three phases
Insights
4. Human Reaction to change
5. Pace of Change
Change Trend
Case Study
6. The Four Room Apartment
Framework
Making Connections
7. Dealing with Resistance
8. Adapting to change
Understanding Resiliency
Review
9. Strategies for dealing with Anger
Anger Management
Dealing with angry people
10. Stress Management
Stress Management Techniques
Adjusting your attitude
Recommended Reading List
11. Post Course Assessment
Answer keys
Personal Action plan
1 day/s
This is a general employee course (Change Management Consultant, Change Management Short Course, Change Management Workshop), also for managers.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
The turnover rate in call centres is high. This is partly due to bad training in customer care, inefficiency on the part of the agent – through no fault of their own, they are simply not empowered to make decisions and most importantly – abusive customers. We strongly urge companies with call centres to train, train, train their call centre personnel and then train them some more. With our course on call centre management, we deal with abusive clients and give participants the tools to defuse situations. We also look at management and how to empower employees to solve the customers needs.
1. Call Centre Fundamentals
Establishing a call centre
Setting up the call centre
2. Call Centre Technology
Service and information technology
Call load and staffing
3. Employee Motivation and Monitoring
Employee motivation
Communication with employees
Employee performance evaluation
Employee monitoring tools
4. Employee Management
Reduce turnover
Stress management
Training
5. Customer Management
Customer expectations
Customer relationship management
6. Managing for Excellent Service
Setting service levels
Achieving service levels
Analyzing reports
7. Communicating Information to Executives
Information that executives need
Communicate with executives
1 day/s
This is a managerial course for call centre managers.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Due to permanent load shedding, South Africans have reached a point where everyone is literally fed up with being constantly left in the dark. And, over the past year, we have gone from wearing masks to using thermos flasks. Yet, despite growing frustrations and exacerbating disruptions caused by recurring power outages on a daily basis; with no sign of relief in sight, the reality is that load shedding has now become a permanent feature of the South African way of life.
Especially in a world driven by technology, and with a consistent loss of power often several times a day, it is difficult to cope when you are trying your best to get your work done. But, power loss doesn’t always have to mean a total loss of productivity or that one needs to shut one’s doors. Alternatives can be put in place to beat the hours of darkness and there are ways to use dark downtime constructively.
Alternative power supplies
Staying up and running
Day 2
Managing and adapting to change
Trouble Shooting
2 days
This course is suitable for anyone that is interested in maximising their potentials during load shedding.
Don’t delay. Skill up at BOTi today.
Achieving equilibrium between work and home life is undoubtedly a challenging task. However, the rewards reaped from successfully navigating this challenge are immeasurable. By striking a harmonious balance between career and personal life, individuals stand to gain significant benefits in both spheres.
Maintaining a Work-Life Balance contributes to overall well-being, fostering mental and physical health. Moreover, it enhances productivity and performance in one’s professional endeavors.
This workshop is designed to equip participants with the skills necessary to manage their time effectively, thereby optimizing all facets of life. Through practical guidance, attendees will learn to prioritize tasks, set realistic goals, and improve communication both at work and at home.
Join us in exploring strategies to achieve a fulfilling Work-Life Balance, where success in your career complements your happiness and well-being in your personal life.
Module One: Introduction
Module Two: The Benefits of Work-Life Balance
Module Three: Recognizing Signs of Imbalance
Module Four: Employer Support Resources
Module Five: Effective Time Management Tips
Module Six: Setting Achievable Goals
Module Seven: Alternative Work Arrangements
Module Eight: Managing Stress at Work
Module Nine: Maintaining Balance at Home
Module Ten: Stress Management Strategies
Module Eleven: Working in a Home Office
Module Twelve: Conclusion
1 day/s
Who Should Attend:
It is a well known fact that getting enough sleep, eating healthily and engaging in regular exercise all lead to a happier you both at home and in the workplace. This course includes useful practical methods such as time management and decluttering that will help you achieve a more balanced state.
In today’s modern workplace employees don’t just work for a pay check. Most companies today not only invest in their employees in terms of skills but also in respect of their physical and mental health. Healthy employees make for productive employees.
We tackle several objectives in this course. From assessing the needs of employees to planning a health and wellness program, to implementing the program then finally, how to maintain it.
We will cover the four most common health behaviour programs, such as increasing physical activity, nutrition and weight loss, tobacco cessation and substance abuse treatment.
Workshop Objectives
Definition
Productivity
Cost of health care
Cost of Absenteeism
Case study
Health behaviours
Health screenings and maintenance
Mental health
Physical Injuries
Case study
Increasing physical activity
Nutrition and weight loss
Tobacco Cessation
Substance Abuse Treatment
Case study
Preventative care screenings
Cancer screenings
Annual Examinations
Maintenance Programs
Case Study
Stress management
Support groups
Counselling
Awareness and education
Case Study
Review current and previous programs
Environmental Factors
Common health conditions
Company information for employee health
Case study
Health and wellness team or committee
Define goals
Budget
Programs and policies
Case study
Get management support
Test it out
Get the word out
Incentives
Case study
Accessible Healthy eating options
Give them a break
Alcohol, Drug and Smoke-Free Work Environment
Eliminate Hazards
Case Study
Check the Results
Employee Satisfaction
Revise plans as necessary
Share Achievements
Case study
Post workshop overview
1 day/s
This course is intended for anyone who wants to improve their health and wellness at work.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Don’t delay. skill up at BOTi today!
Welcome to ‘AI Empowered: 10 Ways AI Can Help You Thrive at Work!’
In a world where technology is reshaping the way we work, Artificial Intelligence emerges as a key player in enhancing our professional lives. This course is your gateway to understanding and harnessing the power of AI in your daily work routine.
Why AI Matters for You:
What to Expect:
Join us on this journey as we uncover ’10 Ways AI Can Help the Average Employee’ and equip you with the knowledge to thrive in the digital age.
Let’s dive in!
2 Days
Session 1: Introduction to AI in the Workplace
Session 2: Streamlining Repetitive Tasks
Session 3: Personalized Work Environments with AI
Session 4: AI-Enhanced Decision Support
Session 5: AI for Time Management
Session 6: Collaboration and Communication
Session 7: Skill Enhancement with AI
Session 8: Work-Life Balance with AI
Session 9: AI in Performance Evaluation
Session 10: Future Trends and Continuous Learning
Session 11: Implementation Strategies and Overcoming Challenges
Session 12: Hands-On Workshop and Q&A
This course aims to provide practical insights into how AI can be a valuable ally for the average employee, enhancing their daily tasks, improving work efficiency, and fostering a positive work environment. Adjust the examples and case studies based on the audience and industry context.
Automated Tasks: AI can handle repetitive and mundane tasks, freeing up human resources for more strategic and creative endeavors.
Data Analysis: AI excels in processing large datasets, extracting valuable insights, and aiding data-driven decision-making.
Customer Support: AI-powered chatbots provide instant and personalized customer support, enhancing responsiveness and satisfaction.
Predictive Analytics: AI algorithms can forecast trends and future outcomes, allowing businesses to make proactive decisions.
Process Optimization: Through machine learning, AI identifies inefficiencies and suggests improvements, optimizing workflows for increased productivity.
Personalized Marketing: AI analyzes customer behavior to deliver targeted and personalized marketing campaigns, improving engagement.
Cybersecurity: AI algorithms can detect and prevent security threats in real-time, safeguarding business data and operations.
Supply Chain Management: AI enhances logistics and supply chain operations by optimizing routes, managing inventory, and reducing costs.
Employee Training: AI-driven learning platforms provide personalized training programs, fostering continuous skill development among employees.
Collaboration Tools: AI-powered collaboration tools streamline communication, project management, and knowledge sharing, boosting overall team productivity.
Embrace the power of Emotional Intelligence and unlock your true potential as a manager. This course equips you with essential knowledge and practical skills to strengthen your relationships, improve interpersonal interactions, and excel in your professional and personal life. Explore the impact of emotional intelligence and discover effective techniques to enhance your own emotional intelligence levels. Enroll now and take a transformative step towards becoming a more empathetic and successful leader!
Outline
Elevates Employee Potential: EQ training can help employees develop leadership qualities, making them better suited for future leadership roles, even if they have reached their current position’s limit.
Reduces Workplace Stress: Employees with high EQ can manage their emotions and reactions better, leading to reduced stress and improved productivity.
Constructive Criticism: Emotional intelligence training teaches employees to handle constructive criticism positively, leading to better performance and a more supportive work environment.
Overcoming Setbacks: Employees with strong emotional intelligence can bounce back from setbacks, failures, and doubts more effectively, promoting resilience and growth.
Enhanced Communication: EQ training empowers individuals to communicate their needs effectively without being swayed by negative emotions, leading to better teamwork and problem-solving.
Improved Social Skills: Emotional intelligence helps employees navigate social situations with finesse, even in remote or globalized work settings.
Positive Workplace Environment: High EQ team members become aware of how their emotions can impact others, leading to a more positive and supportive workplace culture.
Increased Frustration Tolerance: EQ training enables employees to handle setbacks and irritations with composure, improving interactions and customer service.
Self-awareness and Limits: Employees learn to recognize their emotions and set personal limits, enabling them to plan interactions effectively.
Adaptability to Change: Emotional intelligence equips employees to embrace and respond positively to change and uncertainty, leading to better adaptability.
Mental Health Support: EQ training helps leaders identify potential mental health risks among employees and provide timely support.
Sense of Accountability: Employees with high EQ take responsibility for their mistakes and focus on problem-solving, promoting a culture of accountability.
Enhanced Leadership: EQ-trained leaders understand employee emotions and motivations better, leading to improved employee engagement and productivity.
Team Cohesion: Emotional intelligence fosters an environment of positive communication and understanding, strengthening team dynamics and reducing conflicts.
Improved Client Service: Employees with high EQ handle challenging customer interactions with empathy and professionalism, ensuring better client satisfaction and retention.
2 Days
“…Better Understanding of Others..” Delegate 1 -SA Rental Company
“…Better Understanding of myself” Delegate 2 -SA Rental Company
“..Addressed Areas of development practically…” – SA Meat Company
This course is aligned to SAQA Unit Standard 252031: Apply the principles and concepts of emotional intelligence to the management of self and others – NQF Level 5 (4 Credits)
BOTI offers entrepreneurship courses and business classes for entrepreneurs. Enroll now on an entrepreneurship training program or book your seat on BOTI’s Unit Standard course: Demonstrate an understanding of an entrepreneurial profile. BOTI offers business training programmes across South Africa.
This unit standard is suitable for those individuals who are required to identify and develop within themselves, the personal characteristics of an entrepreneur that ensure the successful operation of a new venture. The unit standard also introduces the learner to the economic, administrative and behavioural (psycho-social) barriers that contribute to the success in starting and sustaining an enterprise. The learner will develop strategies to work effectively in a group and set personal goals in an entrepreneurial context.
Upon successful completion of this course you will be able to:
It is assumed that the learner has the following knowledge and skills:
This course is aimed at those who wish to expand and improve their entrepreneurial skills.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
BOTI also offers:
Apply the principles of costing and pricing to a business venture
Apply innovative thinking to the development of a small business
This Unit Standard is aimed at providing you with a fundamental understanding of the importance of innovation in business success. You will gain knowledge of specific techniques for releasing creativity in the development a viable business venture.
It will also address the behavioural (psycho-social) barriers that contribute to failure in starting and sustaining an enterprise.
Upon successful completion of this course you will effectively be able to:
Learners accessing this qualification will have demonstrated competence in Computer Literacy, Mathematical Literacy and Communications at NQF level 3 or equivalent.
Enroll now for a small business management course, training course for small business owners or small business course or book your seat now on BOTI’s Unit Standard course: Apply innovative thinking to the development of a small business. BOTI offers business training programmes across South Africa.
Enroll now for a small business management course, training course for small business owners or small business course or book your seat now on BOTI’s Unit Standard course: Apply innovative thinking to the development of a small business. BOTI offers business training programmes across South Africa.
Who should attend: Apply innovative thinking to the development of a small business course
This course is aimed at those who wish to expand and improve their entrepreneurial skills.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
BOTI also offers: Demonstrate the relationship of junior management to other roles
There are over 1 billion people who work remotely. The face of the workforce has changed with the advent of the internet. A virtual team could consist of employees of the same company who do their work remotely, only coming in to the office as needed. The more common virtual team is a group of highly experienced individuals who work together on a specific project for a specific company or even for an individual. Remote workers have the benefit of less liability to companies, while the workers have the benefit of no commuting and both entities save money on travel costs. Along with that comes a flexible schedule and more productivity from the remote worker who is self motivated.
Teleworkers and remote workers are becoming the popular choice with the advancement of technology. In light of this we have developed a workshop for tele and remote workers and those who wish to form a remote team. There are two aspects to telework – you work for a company and have the opportunity to do your work from home, or you freelance your skills and work for many companies at the same time. The skills required to make your home office effective and productive are the same whether you are freelancing or not. We will focus on four aspects to make the home office operational, these skills are also critical if you want to set up a telework team or individual in your company.
The character of the remote worker is important; this person must readily accept responsibility and have no issue with being held accountable. This person must be motivated and stay motivated. TIP: Norah Jones is a New York Times bestselling author, her attitude towards her work is a good example of getting things done, especially when you lose your motivation. Most authors will tell you to write between one and five thousand words a day. Norah tells us why, she says that even when she’s writing rubbish, she still writes, because writing is a habit, and a routine. If she gets up and walks away because she’s writing rubbish, she’s broken her habit. The same goes for the freelancer or the remote worker, make your work a habit. Even if it’s rubbish, it can be fixed before you turn it in, break your habit and it will be ten times harder to get started again.
Good remote or teleworkers can recognise and remove bad habits and establish good habits. Time management is very important. Most remote workers have a calendar which is well used. Important days and days when they will not be working are filled in. Once these spaces are filled, they can accurately judge how much time they can spend on each project they have and ensure they meet the deadline for projects. The biggest obstacle to getting the job done is technology, ironically. When the computer hangs and then tells you it has a virus everything stops. Do have several technical people and a reliable repair shop on your phone. Do use your calendar to communicate with your employer(s) and do make it a priority to inform your employer(s) if a deadline will not be met. With a particularly nasty virus you can also use your calendar to list work you would like the repair shop to retrieve if possible. Communication is the last important skill discussed here. Make sure your communication is formal and proper and be clear and to the point. Do ask for feedback continuously and don’t be discouraged if you don’t get feedback. Ninety percent of the time when that happens, you’re doing what you were paid to do. If you are a freelancer do have a proposal ready for potential employers and if necessary a cover letter specifying your skills.
1. Introduction
Workshop Objectives
Pre workshop review
2. Core skills required
Self-management
Time Management
Organise and planning
Communication skills
Case study
3. Self Management (1)
Solving problems on your own
Being and staying motivated
Don’t abuse freedom
You and only you are accountable
Case study
4. Self – Management (2)
Recognise and remove bad habits
Reflect on mistakes and learn from them
Establish good habits
Be assertive with yourself
Case study
5. Time management (1)
Build a flexible schedule
Identify and remove time wasters
Working with time zones
Using free time wisely
Case study
6. Time Management (2)
Urgent/Important matrix
Setting deadlines
The glass jar
Procrastination
Case study
7. Organising and Planning (1)
Plan for additional stress
When to seek help
Being proactive not reactive
Establish priorities
Case study
8. Organising and Planning (2)
Setting up your home office
Remove Unneeded or distracting items
When technology fails
Develop a normal working day
Case study
9. Communication (1)
Stay in the loop
Use the correct medium
Be clear and to the point
Virtual communication can be Impersonal
Case study
10. Communication (2)
Open and frequent communication
Share your information
Have a collaborative attitude
Setting expectations with family and friends
Case study
11. Additional challenges
Building trust and support
Feeling isolated
Always in the office
Lack of feedback
Case study
12. Topics not discussed
Post workshop overview
1 day/s
This course is for managers and employees who work remotely.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
This course deals with identifying hazards and finding solutions for them and includes ways to make the workplace safe.
Health and safety legislation differs from country to country but all employers who live in countries where there is legislation which is just about global are legally obligated to provide a safe working environment for their employees. If employers cannot eliminate the hazard, it must be minimised. There are a number of ways employers can do this such as warning employees about hazards, using chemical sheets, codes, alarms and labels. Employers may also test air samples and provide medical tests and exams when necessary. An up to date record of injuries at work must be kept. Ergonomics improves productivity while decreasing the injury rate by teaching employees to put less strain on their bodies. Ergonomics includes factors like bending from the knees and lifting heavy objects with your legs. We discuss violence in the workplace as pertains to health and safety, we recommend attending the Violence in the Workplace workshop presented by us for a more comprehensive study of workplace violence. Violent behaviour in the workplace accounts for a quarter of work related deaths.TIP: An effective safety plan includes four fundamentals: Analysis: Identify and eliminate or reduce any hazards, reassess this regularly. Involvement: Both employees and managers need to be involved in the safety plan. Maintenance: Keep equipment maintained and train employees how to use them. Training: Train employees on different aspects of safety and hold emergency drills. A safe work environment can only be established if the hazards are known, regular inspections of the workplace are necessary for any changes and to make sure the policies and procedures are being followed. When hazards are identified it is important to prioritise them as immediate, serious or minor. Hazards and deficiencies must be reported, addressed and followed up on. The health and safety policy of the company should include company policy on alcohol and drug addiction. This could include a program or resources for employees and managers who need help. The company policy should include which substances are banned; drug testing parameters and the consequences for violating the policy. Many companies have a no tolerance policy accompanied with drug testing that may mean that if the policy is violated once the employee could be terminated immediately. Other companies send employees for rehabilitation after a first time positive, if the policy is violated a second time the employee is terminated. We end our workshop with a module showing participants how to write a safety plan for their company, including the role of management and of employees and how to make sure that accidents are properly investigated.
Key outcomes of the course include:
BOTIs Program Outline
Component 1: Starting Out
Activities to break the ice
Housekeeping matters and administration
The Parking Area
program Objectives
Component 2: An Overview
Work Safety as well as Health Legislations
Roles & Duties
Safety Planning
Component 3: Kinds of Hazards
Computer Workstations
Ergonomics
Fire Prevention
Fitness & Wellness
Heat Stress
Stress
Violence
Component 4: Managers Role
Promoting & Enforcing Safety Standards
Corporate Culture
Responsibilities
Element of a Health and as well as Safety Program
Component 5: Training
Reasons for Training
Orientation
Definition
On the Job Training
Safety Meetings
Orientation
Planning as well as Conducting a Training Session
Component 6: Dealing With Stress
Altering
Relaxation Techniques
Utilizing Routines to Reduce Stress
Avoiding
Accepting
Component 7: Workplace Violence
Exactly What is Workplace Violence?
Identifying
Addressing
Implementing a Workplace Harassment Policy
Component 8: Identifying Your business Hazards
Prioritizing Deficiencies
Report & Following Up
Conducting an Inspection
Component 9: Drug & Alcohol Abuse
For staff members
For Managers or Supervisors
When to Address
Implementing a No Tolerance Rule
Component 10: Writing the Safety Plan
Management Involvement
Responsibility
worker Involvement
Follow By Utilizing with Accident Investigations
Training of staff members
Component 11: Implement the Plan
Selecting an worker Representative
Identifying Roles
Assigning Responsibility
Follow By Utilizing
Component 12: Concluding
Wise Mens words
Assessment of Parking Area
Key Learnings
Evaluations as well as Completion Of activity Plans
1 day/s
Safety Officer course, also for employers and employees.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
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We offer a short course on conflict management, everyone has to deal with conflicts with others at sometime. It is useful to know what escalates conflicts and what de-escalates conflicts, we have included several methods for students in this course to practice conflict management. The course locations include: Conflict Resolution Training Cape Town or Conflict Resolution Training Johannesburg or Conflict Resolution Training Gauteng. Indeed this conflict management course or conflict resolution skills training is held across South Africa.
Wherever two or more people work together, there is bound to be a conflict at some stage. Conflicts in companies are to be expected, this workshop will give you the skills to address these conflicts in a win-win manner, so that everyone is happy with the solution at the end of the day. Our company presents the conflict resolution workshop to overcome conflicts, we strongly advise that you have done one or all of the courses that tie into this workshop. Conflict resolution is a set of skills in solution building and finding common ground to eliminate conflict. We begin with the six phases of the resolution process, which we look at comprehensively and have tasks for students to practice. Now that the process is established we continue to the five styles of resolution, one method we teach is the Thomas-Kilmann method. To summarise the method it consists of five styles of conflict resolution, collaboration, competing (this is often seen as aggressive), compromising (which often has the best result), accommodating (the most passive of resolution styles) and avoiding (avoiding is a passive approach which is typically not effective, but does its uses such as trivial matters not worth the conflict). We recommence our workshop (Conflict Resolution Training Cape Town or Conflict Resolution Training Johannesburg or Conflict Resolution Training Gauteng) by helping our students adapt the process for all manner of conflicts by neutralizing emotions, setting ground rules, and finding an appropriate place to have a meeting. TIP: Try to keep emotions out of your statements. State feelings and opinions objectively. Make open ended statements by beginning your sentences with I understand what youre saying. Or I think We then carry on with preventing conflict, by examining the root causes, and the cause and effect conflict has on fellow colleagues. We also touch on generating options in this module. By using the skills we were taught in the basic communication workshop, we will teach participants how to build a solution, we will also teach you what the Agreement Form is and how its used.
Key outcomes of the course include:
BOTIs Program Outline
Component 1: Starting Out
Activities to break the ice
Housekeeping matters and administration
The Parking Area
Program Objectives
Component 2: An Introduction to Conflict Resolution
Comprehending the Conflict Resolution Process
Exactly what is Conflict?
Exactly what is Conflict Resolution?
Component 3: The Thomas-Kidman Instrument
Collaborating
Competing
Avoiding
Compromising
Accommodating
Component 4: Creating an Effective Atmosphere
Setting Ground Rules
Neutralizing Emotions
Choosing the Time as well as Place
Component 5: Creating Mutual Comprehending
Exactly What Do We Want?
Exactly What Do They Want?
Exactly What Do I Want?
Component 6: concentrating on Individual Needs
Strengthening Your Partnership
Finding Common Ground
Generating Positive Energy as well as Goodwill
Component 7: Getting to the Root Cause
Identifying the Benefits of Resolution
Examining Root Causes
The Significance of Forgiveness
Making A Cause as well as influence Diagram
Component 8: Generating Options
Do Not Digging Deeper into Your Options
Produce, Do Not Evaluate
Creating Mutual Gain Options as well as Multiple Option Solutions
Component 9: Generating a Solution
Choosing a Solutions
Creating Criteria
Making a Shortlist
Generating a Plan
Component 10: the Short Version of the Process
Evaluating the scenario
Utilizing Individual Process Steps
Choosing Your Steps
Creating an activity Plan
Component 11: further Tools
Stress as well as Anger Management Techniques
Asking Open Queries
The Agreement Frame
Concluding
Component 12: Concluding
Key Learnings
Wise Mens words
Assessment of Parking Area
Evaluations as well as Completion Of activity Plans
The course locations include: Conflict Resolution Training Cape Town or Conflict Resolution Training Johannesburg or Conflict Resolution Training Gauteng. Indeed this conflict management course or conflict resolution skills training is held across South Africa.
1 day/s
This Conflict management course or conflict resolution skills training is intended for persons who negotiate regularly.
**Quote does not include Any Exam Fees (if applicable)
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1. Introduction
2. The science of behaviour
Defining behaviour
Psychology
Sociology
Anthropology
Case study
3. Benefits for corporate behaviour
Employee Safety
Conservation of materials
Engagement
Improved employee performance
Case study
4. Most common categories of corporate behaviour
Managerial structure
Values and ethics
Employee accountability
Workplace incidents
Case Study
5. Managerial structure
Clearly defined management
Qualified management team
Obvious advancement path
Transparent grievance procedures
Case study
6. Company values and ethics
Environmental
Charity and community outreach
Integrity
Diversity
Case study
7. Employee accountability
Attitude
Attendance
Honesty
Substance abuse and workplace violence
Case study
8. Workplace Incidents
Safety
Prejudice and discrimination
Vandalism or theft
Harassment or bullying
Case study
9. Designing and implementing
Group planning
Define Preferred Organisational Behaviours
Hiring
Training employees
Case study
10. Corporate team behaviour
Team building
Better communication
Conflict resolution
Loyalty
Case study
11. Auditing corporate behaviour
Affirm ethical behaviour
Investigate and review reported incidents
Determine progress
Get employee feedback and revise
Case study
12. Topics not discussed
Post workshop overview
2 day/s
This is a general employee course, also for managers.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Calling a call centre and getting poor service will cost any business customers, unfortunately a few call centres have made it seem that all call centres are inefficient and mismanaged. With our course on call centre training, participants will be taught the skills they need to be excellent service representatives.
1. Course Overview
2. Telephone Communication
How you say things
In the Absence of body language
3. Verbal Communication Techniques
Being yourself and sounding your best
Service Image
4. Customers
Defining Customers and Clients
Building relationships
5. Excellence in serving
6. Listening Skills
Attentive listening
7. Asking Questions
Open and closed questions
Questioning techniques
8. Saying No
When to say no
Delivering bad news
9. Phone Sales
Telemarketing
Rapport Building
10. Taking Messages
Effective Messages
11. Staying Out of Voice Mail Jail
12. Closing down the voice
13. Cold and Warm Calling
Cold Calling
Warm Calling
14. Developing a Script
Scripting Techniques
Sample Script
15. Perfecting the Pitch
Making the script yours
Cheat sheets
16. Going Above and Beyond
Fifteen techniques for success
Customise your service
17. Handling Objections
18. Closing the Sale
19. Feelings
20. Changes in the Customer
What the customer wants
21. Negotiation Techniques
Mastering Negotiation Skills
Practicing Negotiation
22. Negotiation Phases
Negotiation made easy
23. High Impact Moments
Making it Count
Case Studies
24. Tips for Challenging Callers
Tips and Tricks
Caller Behaviour
25. Dealing with Difficult Customers
Dealing with problems
Dealing with Vulgarity
26. Phone tag and getting the call-back
Phone tag
Following up
27. Mentoring
28. Reducing Stress
29. Reports
Management Reports
Review
CCA Reports
30. Wrapping up
Questions and Answers
Debrief
31. Final overview
Personal action plan
Recommended Reading
Course Evaluation
2 day/s
This course is intended for those working in customer service.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Planning for the future is always a wise things to do. Our business succession workshop will help you to identify potential successors and groom them for succession.
This managerial course links back to several previous managerial workshops and managers who have attended these workshops should be seeing the entire picture regarding business identity by now. When the above workshops are taken into consideration with this workshop, a corporate identity emerges. Corporate behaviour is a part of the corporate identity. Aligning values, ethics, conduct and behaviour is what makes a business stand out and be a leader in its field. Behaviour is the way a person acts or behaves in response to stimulation. Behaviour is developed through three major factors psychology, sociology and anthropology. Psychology applied in a corporate setting would be training, motivation, leadership and stress. Sociology applied in a business setting would be attitude and communication. Lastly, anthropology in corporate behaviour would be understood as comparative values, understanding different cultures and comparative attitudes. Before we can implement corporate behaviour we must understand the categories of behaviour such as the managerial structure which should be clearly defined and managers should be knowledgeable about the department and the company. The corporate values and ethics which should include philanthropy and diversity would be included in its vision statement. Employees should understand their accountability in the corporate behaviour and workplace incidents should be dealt with swiftly and objectively echoing the companys behaviour. Designing and implementing corporate behaviour is done best with a group planning committee to help set and maintain realistic goals. When hiring new people, hire people you feel will adhere to the corporate behaviour rules. Obviously corporate behaviour will include training employees in the new vision. The corporate behaviour should include team building, communication and efficient conflict resolution. TIP: Although many large and global companies include philanthropy in their budgets, it is a wonderful company building experience to take on a charity and which can include the entire company contributing to this charity. It creates social awareness and bonding between employees. We round off this workshop with a word on auditing the corporate behaviour. Basically this means that positive and ethical behaviour is affirmed throughout the company and incidents are quickly and effectively investigated and solved. Employee feedback is a huge part of corporate behaviour so regular sessions or meetings with a diverse group of employees providing feedback is important. 1. Introduction
Workshop objectives
2. Succession planning versus replacement planning
Defining Business succession planning
What is replacement planning?
Differences
Deciding what you need
Case study
3. Preparing for the planning process
How to set parameters for the planning process
Should you establish a committee?
How to gather operational data
Case study
4. Initiating process
Develop a mission statement
Develop a vision statement
Choosing to be a mentor
Case study
5. The SWOT Analysis
Identifying Strengths
Identifying weaknesses
Identifying Opportunities
Identifying threats
Case study
6. Developing the succession plan
Prioritise what the succession plan will address
Set goals and objectives
Develop a strategy for achieving goals
Draft plan
Case study
7. Executing the plan
Assign responsibility and authority
Establish a monitoring system
Identifying paths
Choosing your final approach
Case study
8. Gaining support
Gathering data
Addressing concerns and issues
Evaluating and adapting
Case study
9. Managing the change
Developing a change management plan
Developing a communication plan
Implementing the plans
Providing constructive criticism
Encouraging growth and development
Case study
10. Overcoming roadblocks
Common Obstacles
Re-evaluating goals
Focusing on progress
Case study
11. Reaching the end
How to know when you’ve achieved success
Transitioning
Wrapping it all up
Case study
12. Topics not discussed
Post workshop overview
2 day/s
This course is intended for Human Resources personnel and managers.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
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