Staff Training in South Africa

At Staff Training South Africa (www.StaffTraining.co.za) we offer a range of training workshops designed specifically around the challenges encountered by the local workforce today.

With a choice of approximately thirty workshops ranging from Receptionist/Frontline Training to Management Excellence, Assertiveness and Time Management we have the solution for you.

With four regular venues, Cape Town, Johannesburg, Durban and Limpopo, and inhouse options available for all other locations, we are able to assist you anywhere in South Africa.

  • Frontline Receptionist Training I

    Course Structure:

    First impressions last.

    Paying attention to: Grooming Body language, posture and projection and habits.

    Your Environment. Attitude and aptitude motivational.

    Practical applications

    Making visitors feel welcome & how to establish a quick rapport.

    Effective communication skills, positive and professional speech patterns.

    Telephonic excellence, answering professionally and maintaining professionalism.

    Knowing the company Knowing your job specification Knowing your colleagues and managers

    Your role as a public relations officer in the company

  • Frontline Receptionist Training II (Advanced)

    Course Structure:

    Skills, qualities and attributes required for success

    Identifying and classifying your customers (internal and external)

    Developing your role and contribution to the organisation - working to clear goals and objectives

    Identifying urgent versus important tasks and realistic deadlines

    Dealing with disorganised people

    Assertive communication - saying 'no' and still being effective

    The key to effective written communication

    Practical advice on lists and organisation

    Effective minute taking Keeping an effective diary

    Maintaining professionalism and etiquette

  • Assertiveness Training

    Course Structure:

    What is Assertiveness? What is it not?

    Getting to know and understand people!

    Personality types

    Understanding yourself.

    Understanding negative behaviour.

    Handling conflict and aggression.

    What do all assertive people have in common?

    Recognising when you feel intimidated or marginalised.

    Triggering and developing your own assertive mode.

    Accepting criticism.

    Giving criticism.

    Being Assertive at Work.

    Assertiveness Techniques.

    Speech/communication.

    Language.

    Working towards continued confidence and good self-esteem.

    Aim: This workshop is geared towards all those individuals who wish to develop their assertiveness, enabling them to get results quicker and more effectively.

  • Developing your Management Potential I

    Course Content:

    What are the qualities of a good manager?

    Getting to know and understand people.

    Making the transition from worker to manager.

    Understanding the responsibility and possible consequences.

    Understanding your own role in the organisation.

    Understanding your management style, strengths and weaknesses

    Is your approach holistic or cellular?

    Setting clear goals for your department

    Verbalising and quantifying.

    Setting standards for your department.

    Verbalising, quantifying, communication.

    Delegating and empowering

    Communication and staff development.

    Making time for employees.

    How to get the best out of your employees.

    Recognising employee achievements.

    Failing to learn.

    Autocratic vs Collaborative.

    Resisting change.

    Short medium and long term goal setting.

    Empowering your staff to become leaders.

    Arbitration and mediation.

    Aim: To educate supervisors, junior and middle management on the basic requirements of good management

  • Training for PA's

    Course Structure:

    Time Management

    Goal Setting Etiquette for Advanced Functions

    Networking and Collaboration

    Micro Project Management.

    Aim: To assist all Personal Assistants with the finer points of this position, concentrating on authority levels,time management, protocol and effectiveness.

  • Stress & Time Management

    Course Content:

    Identify why you want more time.

    Identify why you have no time.

    Identify simple time wasters.

    Identify areas of synergy.

    Identify repetitive tasks.

    Identify the role of electronic time thieves.

    Identify paths of completion.

    Being assertive in managing your time.

    Using the time matrix effectively.

    Tips to avoid Parkinsons 3rd Law.

    Overcoming barriers to tasks.

    Challenging your own mindset.

    Aim: To assist all employees in their use and distribution of time as a valuable tool in the workplace

  • Telesales Training

    Course Content:

    What are the qualities of a sales person

    How to keep yourself on an even keel, good days or bad

    Defining your market.

    Where do you find leads for your market

    How to organise your day

    What other back-up procedures you need to consider.

    The importance of establishing the correct contact person

    Sales Talk yes/yes questions

    The importance of making your call a two way conversation.

    Product knowledge,the importance.

    Being in control of the call, anticipating questions

    Courtesy

    Confidence

    Tone of voice

    Respecting time vs. reaching your objective

    Positive Speech

    Professional Speech

    Industry Speech

    Closing the call if it is negative.

    Closing the call if it is positive.

    Admin time!

    Key Performance Indicators to measure yourself on:

    Realistic Expectations.

    Motivation.

    Aim: To assist and inform junior telesales and general sales staff on the basic requirements for a good sales call.

  • Sales Training

    Course Content:

    Being Goal Orientated.

    Meetings and Greetings. (Approaching new clients)

    DISC approach (reading the client) including body language.

    Relationship Building.

    Negotiation Skills.

    The seven steps of selling

    Delivering your Presentation

    Aim: To supply the learners with the necessary knowledge and confidence, enabling them to conduct advanced sales presentations and negotiations

  • Developing your Management Potential II (Advanced)

    Course Content:

    What do your staff want of you?

    What is a manager's key duties?

    8 common themes of successful companies.

    Using the SWOT matrix

    Using the conscious and unconscious learning matrix.

    Using the force field analysis.

    Using the JOHARI window.

    Using situational leadership.

    Using feedback to it's greatest advantage -not

    APOP Communication involving a ratio of growth

    Aim: To assist middle and senior managers in their role as developers and leaders of a department and/or company

  • Business Writing Skills

    Course Content:

    The Six C's of Business Letter Writing

    Letter Formats

    Keeping to the Point

    For Longer Letters

    Getting the Right Tone

    Writing in Plain English

    Common Errors

    Avoid a Confusing Close

    E-mail Specifics

  • Conflict Management

    Course Content:

    What is conflict?

    Why do organisations need conflict management?

    Recognising potential conflict situations

    Can conflict be positive?

    Differences between conflict and competition

    Identifying your own conflict handling mode

    Identifying the different stages of conflict

    The 5 conflict handling responses

    Identifying when to use a cultivated response

    Techniques and practicalities regarding response types

    Mediating a conflict situation

  • Diversity Training

    Course Content:

    Cultural Diversity

    Can we continue to challenge and shape our perceptions as adults?

    Understanding Prejudice

    The Role of the Media

    Employment Equity and the Bill of Rights

    Issues of Conflict and Cooperation, Power and Privilege

    Concentrating on Areas of Similarity and Positivity

    Culture and Etiquette From Around the World

  • Effective Communication

    Course Content:

    Your Vision

    Understanding People

    Two Basic Emotions

    Problem Solving, Creativity and Communication

    Confidence

    Unassertive Behaviour

    Body Language

    Communication Techniques

    Kiss Kick Kiss

    Aim:

    To assist all management and staff with the improvement of their internal communications with a view to customer service, internal procedure effectivity and greater team work.

  • Emotional Intelligence

    Course Content:

    The principles of emotional intelligence explained

    The principles of emotional intelligence in practice

    Self-confidence, self-awareness, self-esteem and locus of control

    The importance of personal and interpersonal competencies

    Techniques for giving and receiving feedback

    Using the Johari window

    Aim:

    To supply the learners with the necessary knowledge and confidence, regarding communication in an emotionally intelligent manner, applying such principles to personal and work life.

  • Goods Receiving and Dispatch

    Course Content:

    Understanding why goods receiving, dispatch and stock loss prevention plays such an important role in retail

    10 Steps for accepting delivery

    7 Steps for correct unpacking of stock

    8 Steps for processing of new merchandise

    Procedure for the dispatching of stock

    Correct and Incorrect

    Prevent Shrinkage and Loss in the receiving area

    Ways in which Shrinkage and losses occur

    Security breaches and stock control according to organisational procedures

    Aim:

    The aim of this course is for delegates to be able to receive stock in a wholesale/retail organisation, implement security procedures to prevent shrinkage and losses and enhance the efficiency of the supply chain by recording required information on stock being received and dispatched.

  • Managing Change

    Course Content:

    How "change management" assists in achieving sustainable trading results

    Examples of planned change and reactive change in an organisation

    A model for effective change management and its management

    Reasons for resistance to change and how to overcome them

    Identifying inherent risks in any change management

    Ways to manage the risks

    Keeping it real, putting it into practice

    Aim:

    To enable the delegate to demonstrate and understand diversity among people in the workforce and the importance of managing change to ensure a positive and desired outcome.

  • Minute Taking

    Course Content:

    Understanding the Role of Meetings

    What should a meeting consist of, and what it should achieve

    Special types of meetings and the role of the secretary in the meeting

    Familiarising yourself with the language of meetings

    Organising an Effective and Productive Meeting

    Sending out the Notice of a Meeting

    Suggestion for more productive meetings

    Checklist of arrangements that need to be made

    What you should take with you, and where you should sit

    Preparing a Working Agenda

    The Objective of an Agenda

    Standard sections that need to be included

    Headings and attachments that get people to think and prepare for the topic

    Clearing the agenda prior to sending it out

    Utilising agenda formats available in MS Word

    The Procedure during a Meeting

    Check attendance, read previous minutes, motions, discussions and agenda points

    Call in guests or specialists, brain storming and idea generation, voting and decision making, summarising and setting future dates

    Identifying the Type of Minutes you are expected to take

    Verbatim Minutes - word-for-word Resolution Minutes - formal type meetings Narrative Minutes - telling the story of the meeting Action Minutes - for working groups etc

    Meeting Terminology

    How to record votes

    Bonus Extra: Reported Speech / Past Tense forms

  • Office Management (2-Day)

    Course Content:

    Skills, qualities and attributes required for success

    Identifying and classifying your customers (internal and external)

    Developing your role and contribution to the organisation - working to clear goals and objectives

    Identifying urgent versus important tasks and realistic deadlines

    Dealing with disorganised people

    Mini Project Management

    Assertive communication - saying 'no' and still being effective

    The key to effective written communication

    The key to effective verbal communication

    Telephone skills

    Practical advice on lists and organisation

    Effective minute taking Keeping an effective diary

    Maintaining professionalism and etiquette

  • Personal Efficiency

    Course Content:

    What is personal efficiency and accountability?

    Getting rid of complaining, blame, guilt and procrastination

    Viewing personal efficiency as a pathway to success

    Encouraging a culture of accountability and ownership

    Personal efficiency and Trust - a parallel

    Learning to speak again

    The choice to be ME!

    Aim:

    Everyone who is keen to effect change in the workplace. Everyone who is part of a team, a unit, a group, a company and who has a role to play in the economy of this country.

  • Retail Management

    Course Content:

    What Are the Qualities of a Good Manager?

    Understanding People

    Making the Transition to Manager

    Prioritising

    Understanding Your Management Style

    Essential Hiring tips

    Managing Performance

    Setting Clear Goals and Expectations

    Loss Control

    Delegating and Empowering

    Recognising Achievement

    Developing a flair for visual merchandising

    Aim:

    To educate supervisors, junior and middle management on the basic requirements of retail specific management

  • Retail Stock Loss Prevention

    Course Content:

    What is shrinkage

    Ways in which shrinkage relate to areas of responsibility

    Identifying the 4 main areas in which shrinkage occur

    Implementing loss prevention procedures in each of these areas

    Measures to reduce shrinkage in each area

    Specific procedures to deal with individuals in each loss area (legal or internal)

    Aim:

    This unit standard is intended for management and staff who are responsible for supervising and implementing stock loss prevention plans in a wholesale/retail outlet within the provided broad guidelines or parameters of their organisation.

  • Training for Retail Assistants

    Course Content:

    Attitude and Aptitude

    Determining Your Personal Vision

    Customers - their expectations

    Emotional vs. Necessary Purchase

    DISC Approach from an upselling perspective

    Simple Actions - Huge returns

    Major Dos and Don'ts

    Problem solving approaches

    Ensuring the Referral

    Customer service traits to copy

    Business on the phone

    Aim:

    To educate and inform delegates on how to provide superior service at a retail outlet, maximise profits and encourage the return of the client.

  • Visual Merchandising

    Course Content:

    What is visual merchandising

    Merchandising categorisation and grouping

    Item presentation principles : selling solutions/images

    Physical presentation techniques

    Signage for displays

    Principles of cross merchandising

    Accessorising in visual merchandising

    Preventing stock losses whilst merchandising

    Housekeeping standards for maintaining visual merchandising

Contact

Staff Training
staff training, receptionist training, management training, sales training, customer care, assertiveness training