INTRODUCTION TO EFFECTIVE MANAGEMENT

Managing Customer Service

Outcome: This one day workshop will help you teach participants how to

• Identify ways to establish links between excellence in customer service and business practices and policies
• Develop the skills and practices that are essential elements of a customer service focused manager
• Recognise what employees are looking for to be truly engaged
• Recognise who their customers are and what they are looking for
• Develop strategies for creating engaged employees and satisfied customers

Problem Solving and Decision Making

Outcome: In this two day workshop you will:

• Increase your awareness of problem solving steps and problem – solving tools
• Distinguish root causes from symptoms to identify the right solution for the right problem
• Improve your problem solving and decision making skills through identifying your own problem-solving style
• Improve your ability to participate in and communicate about a collaborative problem-solving process
• Recognise the top ten rules of good decision-making

Conductive Effective Performance Reviews

Outcome: This three day workshop will help you teach participants:

• The importance of having a performance review process
• How to work with employees to set performance standards and goals
• Skills in giving feedback, listening and asking questions
• A proven interview process
• How to make the performance review legally defensible

Skills for the Administrative Assistant

Outcome: This two day workshop will help participants:

• Understand the importance of professional presence on the job
• Learn how to self-mange to become more effective and efficient
• Improve their communication skills, including listening, questioning and being more assertive
• Increase their effectiveness in recognising and managing conflict, and dealing with difficult people

Using Technology to Your Advantage

Outcome: This two day workshop will help you teach participants how to:

• Make their workplace a technology-friendly place
• Make the most of computers, telephones, instant messaging e-mail, contact management applications and scheduling software
• Communicate better with the IT department
• Make the best software and training choices
• Set a IT budget
• Set expectations and responsibilities for security and privacy
• Keep their employees safe and healthy
• Develop and implement a system usage policy
• Implement policies for dealing with company property
• Decide whether or not employees should telecommute
• Make telecommuting work
• Deal with workplace rage
• Address technological issues