Influence in Action Training Course

Course Purpose:

This course is designed for emerging team leaders, managers at the start of their careers, and high-potential staff selected for leadership development. It also serves as a foundation for those progressing into specific leadership roles and human resource management.

Benefits Upon Completion:

Enhance team management efficiency, improve decision-making within managerial functions, select leadership styles appropriate to team contexts, drive business growth, strengthen conflict resolution capabilities, and develop effective time management skills.

Training Approach:

Concise thematic lectures, individual exercises, simulations, case studies, and role-playing activities.

This course aims to enhance participants' public speaking abilities through practical exercises underpinned by relevant theory.

It is designed for everyone, particularly conference speakers and those who present in team meetings.

This course aims to enhance trainees' PowerPoint skills through practical exercises underpinned by relevant theory. It is designed for a broad audience, particularly presentation designers, as well as conference speakers and those leading team meetings.

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 (delivered either online or on-site) is designed for team leaders and members who wish to utilise PRISM Brain Mapping to uncover the strengths, needs, and motivators of team members and learn how to manage diversity more effectively.

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

• Foster a deeper mutual understanding among team members by gaining better insight into their behaviour preferences, communication styles, strengths, needs, and work motivators.
• Identify team strengths and learn how to leverage them to improve efficiency in achieving goals.
• Develop solutions to cooperation challenges, enabling the team to work more effectively.
• Boost job satisfaction among team members by analysing how each individual can better utilise their strengths and potential while minimising workplace stress factors.
• Enhance diversity management within the team and improve task alignment by discovering team members' strengths, preferences, and motivators and discussing individual employee reports.
• Gain a clearer understanding of the leader's management style by exploring their leadership profile and its impact on the team.

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.

Audience

Managers and Team Leaders who need to be fully aware of the issues surrounding the management and development of their staff (both direct and indirect reports)

Course Format

This course is 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:

• Distinguish between the skills required for managing and for leading
• Develop their team in the most effective way possible
• Explain how to deliver change most effectively within their area of the organisation
• Improve the way they manage staff performance
• Successfully negotiate their preferred solutions
• Explain how to handle difficult situations that may arise in the workplace

Audience

This course is designed for staff who need to gain a comprehensive understanding of the issues surrounding People and Team Management in relation to:

• Themselves
• Their colleagues (peers)
• Their bosses
• Their team members
• Their internal and external customers and stakeholders

Format of the course

The course will be a highly interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and
• Case Studies

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

• Appreciate the need to manage their own behaviour before they can influence others' behaviour
• Understand the strengths and weaknesses of the various communications media available
• Appreciate how to manage, motivate and develop their team members
• Manage their internal and external customers and stakeholders
• Explain how to deal with the difficult situations they may encounter in the office

This instructor-led, live training in New Zealand (delivered online or on-site) is designed for team members and team leaders who wish to learn and apply team collaboration principles and best practices within their teams.

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

• Establish a shared direction to define a collective vision, mission, and goals.
• Foster a culture of collaboration that nurtures positive values and motivates teams.
• Engage teams through team-building activities, innovation, and conflict management to strengthen collaboration.
• Measure team collaboration performance to evaluate teamwork and team productivity.

This instructor-led, live training in New Zealand (online or on-site) is aimed at beginner-level team leaders and managers who wish to understand and leverage personality types to build stronger team cohesion, improve communication, and manage team dynamics effectively.

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

• Strengthen team cohesion by understanding and leveraging different personality types.
• Manage diverse personalities effectively.
• Improve team communication and conflict management.
• Foster psychological safety and a strong sense of team identity.

This instructor-led, live training in New Zealand (online or onsite) is designed for team leaders and team members who want to enhance how they communicate, collaborate, and relate to one another. By following a series of proven practices, teams can strengthen these skills, resulting in more productive work and a more fulfilling professional life.

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

• Identify and address common communication and response issues in the workplace.
• Improve the efficiency of team-based work.
• Understand both individual and collective team needs to better manage and direct efforts.
• Grasp the meaning and significance of emotional intelligence as a guide to improving workplace relationships.

Our services are delivered online to clients worldwide in collaboration with a growing international partner network. Our transformational 10-week, group-based learning programmes are designed to inspire and equip managers. Hosted by expert facilitators and coaches, they are conveniently delivered online within the normal flow of work…

By the end of this training, participants will have developed the following skills:

EMOTIONAL INTELLIGENCE
Teams are only as strong as the human relationships that exist between people.

COACHING
Essential skills for leaders to be influential and get the best out of their people.

LEADERSHIP
Management is about tasks and processes. Leadership is about people and growth.

CULTURE
Sustained engagement builds the habits and norms of a high-performing team.

TEAMS
A group of individuals is not a team. Great leaders build great teams.

This instructor-led, live training in New Zealand (delivered online or on-site) is aimed at participants at all levels, including employees, team leaders, and HR professionals, who wish to understand workplace harassment, prevent it, and cultivate an inclusive and respectful workplace culture.

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

• Understand what constitutes workplace harassment and its various forms.
• Identify behaviours that contribute to a respectful workplace.
• Respond effectively to harassment incidents.
• Recognise the legal and organisational policies surrounding harassment prevention.
• Promote a positive, inclusive, and respectful workplace culture.

The training "Generational Differences in Management. Employees of Generations X, Y, and Z. How to Work with Them" is aimed at team leaders, offering knowledge and skills in communication and motivation for employees from Generations X, Y, and Z. Based on an interactive methodology, the course emphasises practical exercises and mini-lectures, enabling participants to effectively acquire the skills needed to manage teams in a generationally diverse environment.