Service Excellence
Retain and grow your client base through service excellence.
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  Fundamentals of Service Management

Workshop Purpose
To provide an understanding of the leadership role in a business team as well as to develop the required skills and competencies to optimise performance levels.

Modules Covered:
On completion of this workshop participants will be able to:

  1. Management Functions in a Business: Roles and Responsibilities (2 days)
  2. Planning, Leading, Organising and Controlling (2 days)
  3. Management Tasks: Communication, Decision Making, Co ordination and Motivation within their own job, Delegation, Disciplinary Tasks (2 days)
  4. Motivation and Behaviour (Four Hours)
  5. Introduction to Performance Management (1 day)
  6. Managing Conflict through Assertiveness (2 days)
  7. Conducting a Coaching Interaction (2 days)
  8. Working as a Focused Team (4 hours)
  9. Personal Time Mastery (1 day)

Methodology:
Experiential: case studies and work related assignments after each module to ensure transfer from workshop to workplace.

NOTE: Fully Accredited. Assessment may be conducted if required.
 
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