Ethics and Protocol Training Course

A highly participative course involving individual and group discussions, along with practical skills exercises, to enable delegates to share ideas and develop their skill levels.

Audience

Anyone seeking to enhance their assertiveness skills

Aim

This course aims to boost confidence and strengthen each delegate's ability to communicate confidently and assertively with colleagues and customers.

Objectives

By the end of the programme, participants will:

• Understand and overcome barriers to being assertive
• Recognise behaviour traits in themselves and others, and learn effective strategies for managing them
• Communicate effectively with a wide range of people to achieve win-win outcomes wherever possible
• Effectively manage difficult situations.

Goal

This training aims to review and enhance the competencies required to achieve business objectives, both through individual performance and teamwork. Key skills participants will develop include:

• Building an effective communication style with others
• Practically analysing communication barriers and applying active techniques to prevent them
• Fostering supportive working relationships
• Enhancing effective teamwork
• Gaining awareness of mutual influence within the team-unit and unit-team dynamic
• Utilising a range of techniques to manage conflict
• Adapting attitudes and behaviours to model constructive approaches, such as adopting an assertive posture

Method of work

The training is designed as an interactive experience, with participants engaged in sharing and practical activities for over 80% of the time. Each session follows a consistent flow: opening with a new exercise to build awareness, followed by a mini-lecture on relevant techniques (knowledge), and concluding with practice of new tactics and methods (skills). At the end of each session, participants receive supplementary materials covering the topics discussed.

Practical content is reinforced through mini-lectures that explain the theoretical foundations and fundamental psychological mechanisms participants experience while working in the training environment.

Purpose of training:

Designed for anyone seeking to handle conflict situations effectively and efficiently. This training is for individuals who wish to develop their skills in leveraging conflict within team environments, with the aim of building the ability to apply strategies, methods, and techniques of conflict management.

Benefits of training course:

Gain proficiency in using methods and techniques to resolve conflict situations, manage conflict effectively, and communicate skillfully during conflicts. Learn to analyse the needs of conflicting parties, define problems accurately, apply stress management techniques, and utilise emotional and assertive strategies to resolve disputes.

Skills acquired during the training:

• Communicate effectively in conflict situations
• Identify sources of conflict
• Analyse the needs of conflicting parties and formulate the core problem
• Apply methods and techniques to resolve conflicts
• Adhere to principles of assertiveness and manage emotions during conflict resolution
• Implement assertive techniques to resist undue interference
• Adopt appropriate behaviour in conflict situations
• Apply stress management and emotional regulation techniques

Training method:

Lectures, simulations, case studies, role-playing, and participant feedback

A customer care strategy plays a pivotal role in fostering customer satisfaction, helping you retain loyal clients and boost repeat business. Through excellent customer service, you build trust with clients, enhance your company's reputation, and strengthen your competitive edge in the marketplace. This course focuses on the strategies and skills needed to cultivate lifelong customer relationships by developing valuable and effective customer-care approaches. Satisfied customers, through their conversations and storytelling, can become voluntary ambassadors for your organisation, often recommending your services to others. This workshop will also equip participants to communicate effectively, appropriately, and clearly in all situations.

OBJECTIVES

• Developing competencies in professional customer care
• Improving the efficiency of communication with customers
• Gaining insight into uncovering customers' underlying needs and expectations
• Building strong, sustainable relationships with clients
• Enhancing the company's positive image in the market
• Identifying, reducing, and overcoming objections and barriers
• Understanding personalities and communication preferences when dealing with clients
• Establishing the ability to foster an open environment for communication
• Developing skills to communicate clearly and effectively
• Identifying barriers to effective communication
• Mastering body language and non-verbal communication

METHODS

• Role-playing
• Self-assessment tests
• Group exercises
• Individual work
• Practice sessions
• Lectures
• Discussions

LEARNING OUTCOMES

Upon completion of this course, participants will be able to:

• Adopt a focused customer care strategy
• Identify key customer issues
• Build the company's professional image
• Adapt to specific customer behaviour styles
• Boost customer loyalty through exceptional service
• Develop communication abilities with clients
• Apply techniques to build lasting relationships
• Create a personal action plan to enhance customer service skills
• Demonstrate gestures of generosity and high-quality customer care
• Use techniques to manage difficult situations
• Recognise barriers to delivering outstanding customer service

A Customer Care Course is designed to educate participants on the fundamentals of providing exceptional service and care to customers. It focuses on treating customers with respect and kindness, building an emotional connection, and ensuring their satisfaction and loyalty. These courses cover a range of topics, including communication skills, time management, de-escalation techniques, and industry best practices. Through real-life examples and practical exercises, learners gain insights into effectively handling customer inquiries, complaints, and feedback. The aim is to equip individuals with the necessary skills to deliver professional, helpful, and high-quality service across various customer interaction points, enhancing the overall customer experience.

This instructor-led, live training in New Zealand (online or on-site) is designed for professionals and managers at beginner to intermediate levels who wish to strengthen their critical thinking, decision-making, and problem-solving capabilities in both personal and professional contexts.

By the end of this training, participants will be able to:

• Identify biases and logical fallacies in reasoning.
• Apply critical thinking techniques to real-world scenarios.
• Improve decision-making processes through structured analysis.
• Enhance problem-solving strategies for complex situations.

This instructor-led, live training in New Zealand (online or on-site) is designed for hospitality staff at beginner to intermediate levels who wish to enhance their skills in delivering excellent service.

By the conclusion of this training, participants will be able to:

• Acquire knowledge and practical skills in formal etiquette, with a focus on hosting, dining, and serving.
• Understand serving protocols and the reasoning behind them, enabling staff to apply these guidelines with confidence and proficiency.
• Improve the quality of customer service and strengthen communication and interpersonal abilities for more effective guest interactions.
• Appreciate diverse cultural etiquettes and sensitivities, ensuring respectful and appropriate service for all guests.
• Handle unexpected situations and guest requests in a professional and efficient manner.

Pfizer, Hewlett Packard, DellEMC and VMware have benefited from this programme, developing a better balance in their influencing style and demonstrating a resilient response to challenges in the workplace. If you want to: • Create high-performing work teams • Consistently win contracts through effective pitching • Successfully negotiate the best deals • Build shareholder value, year on year... then our influencing programme is for you.

This instructor-led, live workshop in New Zealand (online or on-site) is designed for business professionals seeking to weave mindfulness into their work settings to enhance productivity, leadership capabilities, and overall well-being.

By the conclusion of this training, participants will be able to:

• Grasp the science and core principles underpinning mindfulness.
• Cultivate self-awareness to strengthen decision-making and leadership abilities.
• Boost concentration, productivity, and emotional intelligence.
• Effectively navigate workplace stress, uncertainty, and high-pressure scenarios.
• Foster a positive, collaborative work culture.
• Apply mindfulness techniques to spark creativity and improve problem-solving.

This instructor-led, live training in New Zealand (online or on-site) is designed for managers and executives who wish to implement the right tools, skills, and methodologies to manage remote teams.

By the end of this training, participants will be able to:

• Explore remote leadership, structures, and components to successfully adapt to a remote work setup.
• Develop trust, goals, culture, and teamwork to create an effective and productive remote team.
• Use existing tools and technologies to improve virtual communication and collaboration.
• Implement goal-setting and project management methods to measure the performance of a remote team.

Audience

Managers, team leaders, and staff members who feel that:

• They are attending too many meetings
• Their time is being “stolen” by others
• They cannot complete their daily work due to a lack of planning, foresight, or prioritisation

Course Format

This course offers a highly interactive blend of:

• Facilitated discussions
• Slide presentations
• Practical exercises and case studies

By the end of the course, participants will be able to:

• Recognise the importance of managing meetings effectively, respecting the time constraints of those they invite
• Follow standard processes for convening, managing, and documenting meeting outcomes
• Gain a broader understanding of strategies to manage themselves and their time more efficiently, working smarter rather than harder

Stress Management & Resilience is a hands-on programme centred on evidence-based techniques and reflective practices that help participants manage personal stressors, boost adaptability, and become more open to change and feedback.

This instructor-led, live training (delivered either online or on-site) is designed for beginner-level participants who want to learn practical tools for managing stress, engage in reflective activities, and build resilience to perform better at work and support their colleagues.

By the end of this programme, participants will be able to:

• Apply straightforward, evidence-based techniques to reduce acute stress and enhance day-to-day wellbeing.
• Use practical strategies to manage personal issues (such as health, finances, or other concerns) that impact work performance.
• Engage in reflective activities and experiential exercises that foster greater openness to change and feedback.
• Develop a personalised resilience action plan with clear next steps and coping techniques.

Course Format

• Short, interactive sessions that blend theory with practice.
• Experiential activities, guided reflections, and brief role plays.
• Action planning and short at-home practices between sessions.

Course Customisation Options

• Content can be tailored to suit different team cultures, stress triggers, or organisational contexts.

This instructor-led, live training (delivered either online or on-site) is tailored for professionals who wish to understand the dynamics of stress, learn practical strategies to manage it, and implement techniques that enhance well-being in the workplace.

By the end of this training, participants will be able to:

• Identify personal and workplace stressors.
• Distinguish between productive and negative stress.
• Apply practical techniques to reduce and manage stress.
• Build resilience through empowerment exercises.

This one-on-one live training (online) in New Zealand is designed for anyone looking to bring more structure and productivity into their work.

By the end of this training, participants will be able to:

• Achieve more in life.
• Take control of their time.
• Regain their focus.
• Plan their week effectively.
• Handle stress with confidence.