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Unit Standard: “Apply the principles and concepts of emotional intelligence to the management of self and others”

Unit Standard ID: 252031

Credits 4    Level 5

WHO SHOULD ATTEND?

This two-day course is a generic programme intended for supervisors and managers in all economic sectors.

 OUTLINE OF TRAINING CONTENT

In today’s work environment it is expected of individuals to work in teams, be self-sufficient, to move on and know how to manage themselves and others. People are the means of all achievements, and they need to be passionate, self-driven, in control and know where they are going to ensure a productive workforce. In order to create an energised workforce we must know that people are emotional beings and that emotions affect behaviour and productivity if not managed well in ourselves and when relating with others.

In the fial analysis it is all about balancing our technical and personal expertise to create work teams where people are internally energised, self-motivated, problem solvers, committed, dedicated, loyal and able to take ownership. This training intervention provides delegates with the tools to communicate in an assertive manner, express their feelings and to connect with themselves and others in a proactive manner.

 Emotional Intelligence – What is it?

• Understanding the concept of Emotional Intelligence and why it is important
• Understanding the principles of Emotional Intelligence
  • Personal competence: Self-awareness and self management
  • Social competence: Social awareness and relationship management
• Evaluating the ten habits of Emotional Intelligent people
• Linking behaviour to a level of Emotional Intelligence

 Interacting with Emotional Intelligence 

• Understanding the importance of personal and interpersonal competencies in relation to interactions in life and work situations
• The importance of self-knowledge and self-awareness
• Understanding feelings and emotions, and how it affects behaviour
• Methods and techniques to enhance self-awareness
  • Self-disclosure
  • Self acceptance/self regard
• Interpersonal competencies
  • The role of effective communication
  • Self-assertiveness
• Techniques for giving and receiving feedback in a constructive way
• The impact on Emotional Intelligence on life and work

 Improving your Emotional Intelligence

• Understanding why changes are vital
• Assessing own Emotional Intelligence skills
• Where to from here? Guidelines to implement the principles of Emotional Intelligence in your personal and work environment

ASSESSMENT OF LEARNERS 

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can also participate in the assessment process as an additional option.  Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 4 credits on NQF Level 5. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard:  Learners accessing this Unit Standard will have demonstrated competence in Communication, Mathematical Literacy and Computer Literacy on NQF Level 4.

“Use communication skills to handle and resolve conflict in the workplace”

Unit Standard ID: 9533

Credits 3    Level 3

WHO SHOULD ATTEND?

This two-day generic course is suitable for all organisational staff in all economic sectors who would like to improve their conflict management skills.

OUTLINE OF TRAINING CONTENT

Conflict is part of our work and personal life. It is part of human interaction and communication, whether we prefer it to be or not. But, conflict can have value if it excites to action, increases group cohesiveness, diffuses what might lead to more serious conflicts, serves as a measure of how important issues, ideas and people are to us, if we can effectively deal with it.

This training intervention focuses on dealing with both constructive and destructive conflict and participants will learn how to increase the benefit of constructive conflict and minimise destructive conflict.

Identify conflict situations?

• Understanding what conflict is
• The different types of conflict situations
• The role-players in conflict situations
• Identifying the conflict within a conflict situation
• Effects of conflict

Understanding the human factor in conflict

• Behaviour patterns in conflict situations
• The role of emotions in conflict
• Communication strategies to use in conflict situations

Resolving the conflict

• Identifying a potential conflict situation
• Possible outcomes of conflict
• The WIN Formula
• Deciding which conflict style to apply
• Conflict resolution – understanding the process

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can also participate in the assessment process as an additional option.  Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 3. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard:  ABET Level 4 Literacy

Unit Standard: ” Supervise a Work Unit to Achieve Work Unit Objectives (individuals and teams)”
Unit Standard ID: 10981
Level 4 Credits 12

WHO SHOULD ATTEND?

This five-day programme is intended for people who head up a work unit, or supervise a work unit, or for prospective supervisors.

OUTLINE OF TRAINING CONTENT

This Programme is aimed at providing supervisors with the foundational skills to effectively function in the work environment. This unique Programme provides the current or prospective supervisor with a combination of managerial & leadership skills designed to incorporate the principles of project management skills for non-project managers and how to apply these skills in managing individuals and leading a team.

During the course of this Programm,e the supervisor will be provided with the skills to plan, organise, lead and control a work unit, as well as allocating work to an individual or members of a work team according to the defined business plan for a work unit within an organisation. Monitoring and evaluating achievement of the defined objectives for the work unit are also included.

Project management basics: Demonstrate knowledge and understanding of basic project management principles and practices

• Project management overview and Body of Knowledge (PMBOK): The nine general areas of knowledge
• Understanding the principles of project management
  • Project success factors
  • Stakeholders and role players
  • The project concept
  • The project scope creep: Inclusions and exclusions
• Learn how to manage the project: Skills, tools and processes
• Understanding the project life cycle
• Project structures
• Project initiation or project “start-up”
  • Scoping the project: Scoping platform and methods of project scoping
  • The project proposal: Defining the vision, objectives, scope and deliverables for the project
  • Identifying project constraints and risks

Selecting your team

• Team selection and understanding Belbin′s team roles & model
  • Task allocation: Picking the right player for the right job and briefing each team member
• Understanding the stages of team formation: Forming, storming, norming and performing
  • Helping new teams perform effectively quickly
  • Leadership activities at different group formation stages
• Developing team charters/documents that define the purpose of the team
  • Defining a mission and setting objectives
  • Composition and roles according to the team mission and objectives
  • Authority and empowerment: Establishing what the team can and cannot do
  • Resources and support available to accomplish goals
  • Operations: How the team will operate
  • Negotiation and agreement

Work unit planning

• Planning: Ensuring that the activities performed in the execution phase of the project are properly sequenced, resourced and executed
  • Developing a project plan
  • Steps in project planning
• Work breakdown structures (WBS): Outlining what must be done
• Team decision making
• Mapping resources and developing a resource plan
• Developing a project organogram
• The project schedule as a monitoring tool and methods of scheduling
• Project budgeting
• Developing a procurement schedule and steps to a procurement plan
• The Project Management Information System (PMIS) as critical tool of monitoring and control
• The administration system
• Documenting the planning

Manage, monitor and evaluate

• Understanding leadership styles and bases of power
• Demonstrating an understanding of the different types of management styles
• Motivating your team
• Goal setting and achievement
• Mentoring and coaching
• Managing conflict
• Delegating for success
• Monitoring and controlling
  • o Methods of monitoring and evaluation
  • o Monitoring time lines
  • o Taking corrective action
  • o Monitoring team performance
  • o The balanced scorecard
  • o 360 degree feedback evaluation
• Monitoring budget and expenditure
• Attending and arranging Project Meetings
• Reporting requirements
• Performing project closure and evaluation

ASSESSMENT OF LEARNERS

 Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 12 credits on NQF Level 4. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard:  It is assumed that people starting to learn towards this standard are able to: function on basic industry and business knowledge,   communicate at NQF level 3, interpret basic workflow principles, schedule activities and apply basic quality control principles. 

WHO SHOULD ATTEND ?

OUTLINE OF TRAINING CONTENT

The course covers the following outcomes:

Concepts of Leadership

• Defining leadership
• Roles and qualities (traits) of a leader
• The various types of power
• Influence tactics to achieve the desired outcome

Differentiate between Management and Leadership

• Understanding and comparing the concepts with practical work
• Practical understanding of when a team leader manages and when s/he leads

Apply Leadership techniques in the work context

• Identify and understand the various Leadership theories
• Identify and understand the various Leadership Techniques/Styles
• Identify and apply the appropriate leadership approach according to individual needs and organisational requirements
• Understand the various roles team members could play (and are playing) within a team context
• Apply leadership techniques in order to improve group dynamics and achieve objectives

Evaluate the impact of leadership techniques/styles applied

• Measure the impact of leadership techniques/styles against organisational requirements
• Evaluate the effectiveness of the techniques/styles against theory and practice
• Take corrective actions, where appropriate, to improve the effectiveness of the individual or team

ASSESSMENT OF LEARNERS?

Secretaries and Personal Assistants

OUTLINE OF TRAINING CONTENT

Organisationally, secretaries and PA′s are part of top management. They are associated with the most important people, internal and external to the organisation and from this paradigm, they need specialised skills to cope with the demands of the variety of roles they are expected to fulfil.

This two-day workshop is based on the principles of growth and development to ensure that secretaries and PA′s grab the variety of opportunities at their disposal to create a work environment building success. The workshop will assist participants to use their own job descriptions to assess their responsibilities and their roles, as well as to determine means of showing initiative and innovation. By compiling their own portfolio of possible areas of development, they will learn how to take ownership of their career advancement. The three stages of growth, from dependence, to independence and lastly to interdependence emphasise the need for pro-active behaviour and the role of the secretary/PA in creating team spirit, firstly with the manager and secondly, as link between the manager and the larger team.

Your dynamic role within the organisation

• Understand the importance of your role in the organisation
• Define own areas of responsibility and the variety of roles you are expected to fulfil
• Determine the critical success factors to fulfil your roles

Performance management

• Self-development: Understand the cyclic process
• Determine where you are right now: Compile your own portfolio of current skills, knowledge and experience
• Determine limitations and areas for further development
• Determine the end-destination: Your career aspirations
• Plan for ongoing growth and development
• Assess different means and initiatives for further self-development

Professionalism

• Understand the elements of personal image and how to make a professional impact
• Understand the basic business etiquette guidelines
• Create a personal motto of good work practice

Building personal power

• Personal power towards more influence: Learn the qualities needed to expand your role and to give you a competitive edge
• Learn how to market yourself and increase your visibility
• Beyond a job description: Analyse how you can show initiative, be innovative and implement new ideas in your job role
• Understand the importance of business ethics

Organisational effectiveness

• Understand the importance of an effective communication system in your organisation, reporting levels and lines of authority
• Understand the link between positive working relationships and productivity
• Resolving conflict situations: Understand the importance of following the right procedures
• Learn more about your role as bridge-builder to enhance teamwork between the manager and his/her subordinates
• Learn how to determine your manager′s expectations
• Working together for results: Learn how collaborative goal-setting, prioritising, decision-making and relationship-building can make a difference

WHO SHOULD ATTEND?

This two-day course is a generic training intervention intended to empower employees, or alternatively, to assist those facing a life change. It is also ideal in combination with a team building session

OUTLINE OF TRAINING CONTENT

The workplace of today is more challenging and demanding than ever before and this trend is here to stay. Employees can have the technical skills to produce, but without a balance of technical and personal competence, there is no guarantee to achieve results. It is expected of people to be self-sufficient, self-driven, to work in teams and to move on. The aim of this training intervention is to provide the foundational skills so that employees can understand that motivation comes from within, that mapping a career is not someone else′s job and that understanding the self, helps to understand and work with others. The relationship people have with themselves, creates the quality of their interactions with others in the team.

This training takes the learner on a journey where they…

• explore the inner self,
• learn how to be in touch with their internal landscape,
• make decisions based on emotional awareness especially when facing challenges, or when simply interacting with others,
• and to understand that what is happening in the environment, has little to do with who they are, or where they are going.

Self-empowerment starts from the “inside-out” – taking ownership and responsibility, solving problems and understanding that one always has some-or-other degree of control.

LEARNING OUTCOMES

Demonstrate knowledge and understanding of self as a unique individual

• The inner journey and the essence of self-knowledge and self-assessment
• Understanding my identity: Who am I, who do I want to be and how do I get there?
• Role identity: Reflect on how I am playing my social roles
• What drives me? How to overcome the negative forces that are driving me

Decision-making and control

• I take control: Learn more about the three types of control and how we can always choose how to make life choices
• How values guide decision-making: Determine own core values and areas for development
• Emotional awareness in the decision-making process: Learn how to manage your emotions when facing life-challenges and how to apply the principles of an internal locus of control
• Assess own challenging life/work situations and how our reactions can contribute to increased creativity instead of being a victim of situations, events or circumstances

Generate your future: Self-motivation, goal-setting and achievement

• Goal-setting: Mapping the future and determining your end-destination
• Learn how to write a goal statement
• Comfort zones: Learn how to “get out of the box” and expand your boundaries
• Learn what is motivation and why internal motivation is the only way forward to achieve your goals
• Explore opportunities for career advancement using your toolbox of skills, knowledge and experience in self-assessment activities

The assertive approach

• Understand the three behaviour styles: Aggressiveness, Submissiveness and Assertiveness
• Learn techniques on how to adopt the assertive approach
• Learn how to give and receive criticism effectively

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued, representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: It is assumed that learners are competent in Communication and Mathematical Literacy at NQF Level 1 or equivalent.

WHO SHOULD ATTEND?

This one-day course is suitable for Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff.

OUTLINE OF TRAINING CONTENT

Learn how to plan, organise and arrange events and meetings by using a step-by-step approach based on predetermined dates. Understand that a systematic approach provides structure to a process with a variety of actions that can be managed and controlled with less effort within a required and limited timeframe. Use the constructive ideas provided during the training to make events and meetings a reality in a more proactive way, with the ability to integrate these additional functions with your daily actions and office routine.

An introduction to event management

• Create an understanding of the event sector
• The different types of events and meetings
• Tasks the event organiser will have to face
• The essence of an effective system for maximum results

Preliminary actions

• Acquire relevant and supportive information
• Negotiate and agree on the date, time and venue location
• Programme: Establish the event or meeting pattern and proceedings
• Determine the requirements of the event or meeting
• Compile vital documentation for distribution before and during the event or meeting
• Determine budget requirements

Event or meeting arrangements

• The venue selection process
• Catering and menu selection based on dietary requirements
• Special arrangements and confirmation: Logistics, room lay-out, technical facilities, audiovisual and other equipment
• Identify role-players and agree on responsibilities and teamwork
• The 24-hour follow-up actions and final confirmations

Travel and accommodation arrangements

• Determine transportation and accommodation requirements
• Secure and book accommodation and transport
• Arrange accommodation and transport and provide attendees with the necessary documentation

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 3. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: Learners accessing this Unit Standard will have demonstrated competence in numeracy and literacy at NQF Level 2.

Unit Standard: “Plan and Prepare Meeting Communications”
Unit Standard ID: 13934
Level 3 Credits 4

WHO SHOULD ATTEND?

This two-day course is suitable for Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff

OUTLINE OF THE TRAINING CONTENT

Meetings… an introduction

• What is a meeting and what is the purpose of a meeting/
• Types of meetings
• How to determine if a meeting is necessary
• Who must attend?
• Understanding meeting protocols and the elements of meetings
• Roles and responsibilities at meetings
• Meeting procedures
• Meeting pitfalls and how to overcome them (Unfocussed meeting, deviation from topic, inaccurate minutes, exceeding time limits, etc)
• Meeting logistics

The agenda

• Compiling the agenda: do′s and don′ts
• The advantages of a well-constructed agenda
• The importance of a logical sequence of the agenda items
• Identifying the sources of agenda matters
• Producing an agenda in the required format and time frame

Minute-taking

• Resources required for minute taking
• The purpose and objectives of the minutes
• The characteristics of good minutes
• Different types of minutes
• Active listening: Be alert and stay focused, eliminating the barriers
• Note-taking techniques: Highlighting and identifying key points
• Accurate recording
• The importance of accurate and concise notes

Compiling, finalising and presenting meeting documentation

• Processing decisions
• Compiling the minutes
  • Converting notes to text
  • Arranging text to ensure logical sequence
  • Ensuring correct use of language
  • Format, structure and style of minutes
  • Keeping the reader in mind
• The meeting pack
  • Distribution of the minutes and supporting documents
  • The distribution list
  • Methods of distributing minutes
  • The reasons for distributing minutes promptly and the recording of follow- up actions

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 4 credits on NQF Level 3. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: Learners will have demonstrated competence in communication at NQF Level 2 or equivalent.

Unit Standards:

Manage time and work processes within a business environment
Unit Standard ID: 14342
Level 2 Credits 4

Manage a diary for self and others
Unit Standard ID: 14352
Level 2 Credits 4

Receive and execute instructions
Unit Standard ID: 14349
Level 2 Credits 2

WHO SHOULD ATTEND?

This two-day course is suitable for Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff

OUTLINE OF TRAINING CONTENT

Time is one of the most valuable resources… and the most misused. We must constantly do a reality check to take stock of how we use our time, as each one of us has twenty-four hours a day and we can use it… or lose it. Time management is in fact very easy, we must learn to rearrange the way we work and focus on using it effectively – not working harder, but smarter. Time management is self-management and ineffective time-use is a stress producer that results in decreased productivity. Time management is the art of organising our lives so that we feel we are in control. Being in control means that we know how to plan, determine priorities, organise and most important, to take action!

Where is my time going?

• Understand the concept of “time” as a critical resource
• Conduct a reality check: How am I using my time?
• Label and identify your top ten time wasters and determine where you have control

Time management is self-management

• Old patterns of behaviour: Learn how to change bad habits that consume your time
• Learn how your personal style of leadership influences your time-use
• Learn how to analyse the relevance of requests and how to say “no” assertively
• Learn how to fight procrastination, manage interruptions and to protect your time
• Understand the meaning of a balanced life-style and learn how balance gives time more meaning
• Make time for yourself and learn how to spend time on activities that help you to relax and reduce your stress

Time-planning

• Understand that planning is the point of departure and that planning saves time
• Determine why planning is important
• Learn how to set goals and objectives
• Learn how deadlines guide priorities
• Learn how to set priorities and work your priorities
• Understand the difference between “to do lists” and action plans and how to use both

Organising and the principles of workflow management

• Organising your workspace and paper management
• The importance of a disciplined routine
• Workflow-management: Determine the sources of information and how to process it effectively using office administrative systems (paper-based and computerised)
• Learn how to use a diary as a time management tool and how to manage a diary for others
• Learn how to manage the delegation process and instructions effectively

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see assessment fee). Assessment entails the completion of a Portfolio of Evidence. If being assessed as competent, the learner will be awarded 10 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry requirements according to the Unit Standard: Learners accessing this Unit Standard will have demonstrated competence in numeracy, literacy, communication and mathematical literacy at NQF Level 1 or equivalent.

• Behave in a professional manner in a business environment: US ID: 14359
• Receive and execute instructions: US ID: 14349
• Process incoming and outgoing telephone calls: US ID: 14348
• Manage time and work processes within a business environment: US ID: 14342
• Plan, monitor and control an information system: US ID: 13933
• Co-ordinate meetings, minor events and travel arrangements: US ID: 13929

NQF Level 2 Credits 20

Duration of training: 5 Days
(For on-site/in-house training can be structured according to organisational needs)

WHO SHOULD ATTEND?

This five-day programme is suitable for office professionals including Secretaries, Personal Assistants, Secretarial Support Staff, Clerical Staff and Administrative Staff

OUTLINE OF TRAINING CONTENT

The aim of this five-day Programme is to provide office professionals a once-off training intervention where they can obtain the foundational skills to cope with the requirements of the office environment. The combination of skills they will acquire, both from theory and thereafter applying the knowledge in the work environment for assessment purposes, is aimed to assist them to confidently manage their work environment, perform the basic administrative functions, conduct themselves in a professional manner and communicate assertively with internal and external customers.

Effective business communication

• Organisational communication system
• Reporting levels and lines of authority
• Verbal communication
• Active listening
• Body language

Managing instructions

• The process of receiving and executing instructions
• The delegation process and how to manage tasks delegated to you
• Recording tasks delegated to others and administer follow-up actions
• Working towards the manager′s expectations

Professionalism

• How to make a professional impact
• Elements of personal image
• Business etiquette
• Business ethics

Telephone skills and etiquette

• The telephone and corporate image
• Telephone etiquette guidelines
• Telephone communication, speech and voice
• Answering the telephone in a professional manner
• Screening calls and managing callers on hold
• Processing outgoing calls
• Telephone time management
• Managing cellular phone calls and cell phone etiquette

Reception skills

• Your role in the organisation
• First impressions count
• Organisational knowledge and presence
• Receiving and directing visitors or customers
• Building rapport
• Handling visitors or customer with or without appointments
• The moment of truth and cultural considerations

Time and workflow management

• Understanding that time is a critical resource
• The importance of planning
• Setting goals and objectives
• Setting deadlines and working according to priorities
• Organising to meet objectives within a given timeframe
• The principles of workflow management
• Managing projects
• Time management tools and scheduling

Records management: Plan, implement and maintain a filing system

• Understanding the records cycle
• Paper-based and computer-based filing
• Records and non-records
• The requirements of a good filing system
• Filing classification systems
• Filing equipment, file folders and supplies
• Controlling access to files
• Retention and disposal

Event and meeting coordination

• Understanding the event sector and different types of events
• The role of the event planner
• Critical success factors: The W-Rules
• Planning the event
• Understanding the various project areas
• The event budget
• Event evaluation

Making travel and accommodation arrangements

• Sources to use when making travel and accommodation arrangements
• Preliminary actions before making reservations
• Making reservations
• International travel
• Preparing the itinerary
• Finalising expense reports

ASSESSMENT OF LEARNERS

Learners who attend this Programme will receive a “Certificate of Attendance” directly after the training. In addition to attending this Programme, learners can apply to be assessed at an additional cost. Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 20 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standards. Learners accessing these Unit Standards will have demonstrated competence in numeracy and literacy at NQF Level 2.

WHO SHOULD ATTEND?

This one-day course is suitable for Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff

OUTLINE OF COURSE CONTENT

Managers can only function effectively if they have the necessary information to make critical business decisions. A good filing or records management system enables them to have access to information that is readily available when needed. One missing document can affect decision making up to top management level in your organisation. That is why office professionals must know how to manage information and the foundation for this is an effective filing system. Whether you have a small office filing system, manage a departmental system, or make use of a centrally located system, the principles remain the same:

• A filing system must be planned in order to fulfil the specific requirements of the type of information to be stored, as well as those who will be using the system.
• The system must be implemented with careful consideration to enable quick retrieval of documents in line with security guidelines.
• The system must be maintained, managed and controlled in order to easily track and trace records.

LEARNING OUTCOMES:

An introduction to records management

• Understand the records cycle and the role of an effective filing system
• Learn how to integrate and use the two types of filing systems: Paper- and computer-based
• Understand what is a record and a non-record – when to file and when not, as well as the difference between active and inactive records
• Assess the prerequisites of a good filing system – does your filing system make provision for it?

Planning a storage and retrieval system

• Determine the requirements and special features your filing system should make provision for
• Learn how different types of filing classification systems can be used to suit the specific requirements of information you are responsible to store
• Learn when and how to use a cross-referencing system

Implementing and maintaining a filing system

• Understand the different types of filing equipment and supplies
• Learn how a set procedure for filing can ease your task
• Control access to files by means of an effective tracking system
• Learn the guidelines for the retention and disposal of records

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 3. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: Learners will have demonstrated competence in communication at NQF Level 2 or equivalent.

WHO SHOULD ATTEND?

This one-day course is suitable for Telephonists, Receptionists, Secretaries, Personal Assistants, Secretarial Support Staff, Clerical Staff and Administrative Staff

OUTLINE OF TRAINING CONTENT

The telephone contributes to quick and cost-effective business communication, but this dynamic instrument can only be a tool to enhance business opportunities, once we know how to use it effectively. In most cases, the telephone is the first contact customers have with your organisation and the way in which you manage your telephone skills can make or break corporate image.

An introduction to telephone etiquette

• The impact of telephone use on corporate image
• The principles of effective telephone communication
• The importance of the voice when using the telephone

Answer the telephone professionally and according to organisational standards

• The procedure to answer the telephone professionally
• The procedure to screen calls effectively
• Callers on hold and how to handle them effectively
• How to manage multiple lines
• How to take messages effectively and control follow-up actions

Process outgoing calls

• The guidelines to making a telephone call
• The etiquette guidelines when making calls on behalf of someone else

The general telephone etiquette guidelines

• The security of information and confidentiality
• The consequences of telephone misuse
• Handle complaints effectively

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and a demonstration in the workplace. If being assessed as competent, the learner will be awarded 3 credits on NQF Level 2. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry requirements according to the Unit Standard: Learners accessing this Unit Standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent.

 Unit Standard: “Monitor Customer Satisfaction”

Unit Standard ID: 7836

Credits 3 Level 4

WHO SHOULD ATTEND?

This two-day course is suitable for employees dealing with customers:

Frontline Staff, Customer Contact Staff, Client Service Staff, Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff and Administrative Staff.

OUTLINE OF TRAINING CONTENT

Customers are the reason most organisations exist. Those interacting with valuable customers make critical business decisions on a daily basis – employees in contact with customers have to direct and assist them, provide information, solve problems, deal with difficult situations and display an image that represents the professionalism of the organisation. Customer service is an art requiring behavioural skills, as well as a science that requires specialised methods, guidelines and techniques that has to be learned and practised in order to be truly effective. Knowing the expectations of customers and the requirements of customer relations, provide job satisfaction and most important, customer satisfaction. Good customer service enhances teamwork, as employees learn to what extent they are dependent on one another to satisfy the customer and how customer satisfaction enhances the reputation of the organisation.

You are the organisation… the service… the image

• Understand the importance of your role in the organisation to create and retain customers
• You don′t get a second chance to make a first impression: Analyse the elements of personal image and professionalism
• Understand that knowledge of the organisation is the tool towards efficient customer service

The focus on the customer

• Define: Who is the customer?
• Determine the value of your customers: For you… and for your organisation
• Determine the impact of service on the customer

Service aimed at quality

• Determine how you can contribute to enhancing your organisation′s competitive advantage
• Learn how excellent companies define and deliver service
• Understand the levels of customer satisfaction
• Learn how to balance personal and technical competencies
• Understand the crucial determination of quality service

The moment of truth: Customer interaction – the process

• Learn that effective communication is the vital link in customer interaction
• Understand the importance of human relations skills
• Learn how to establish rapport during interactions
• Understand the process of interaction with the customer and practise techniques to get one hundred percent cooperation

Customer complaints and continuous improvement

• Learn how to go beyond service towards customer satisfaction
• Learn how to determine customer expectations: What they want and need
• Understand the value of ongoing customer feedback
• Set service targets
• Analyse reasons why customers complain
• Understand the value of customer complaints
• Customer problem solving: Learn how to negotiate win/win solutions

WHO SHOULD ATTEND?

This two-day course is suitable for office professionals who are responsible for presenting information in report format

OUTLINE OF TRAINING CONTENT

Most office professionals, as part of their job responsibilities, have to present information in report format. Reports differ from other written communications, in that they provide specific research-based information, which results in decision-making or action to be taken. Reports are a form of informing and persuading people, as well as initiating change. In most cases a report is the final step in the process of problem solving.

The most important aspects of report writing are to design a logical structure, to provide clear, focused information, and to use paragraphs and sentences to convey meaning effectively. Report writing is a creative process characterised by accuracy, validity, reasoning and good judgement.

The course will cover the following topics:

Understanding the different kinds of reports?

Planning and preparing for writing the report

• Collecting, organising and interpreting data
• Clear and logical structuring of ideas and information with clear objectives
• Hierarchy and numbering: Determining the headings
• Choosing the correct model for constructing the body
• Creating questionnaires

Writing the report

• Formulating an executive summary
• Understanding terms of reference
• Writing the problem statement
• Compiling an informative introduction
• Findings: How to state your case effectively
• Writing effective conclusions and recommendations

Correct, efficient grammar and style

• Appropriate tone
• Effective, creative and correct style
• The most appropriate use of tense

Academic referencing: The essential elements when using data and how to refer to sources of the data

Eye-catching layout and attractive presentation

• Reader-friendly, professional and appealing layout
• First impressions count: What is the general impact of your report?
• The title and subtitle: Using the right wording

Editing and evaluating your own writing

• Proofreading and editing the report
• Clarifying the content against the purpose
• Evaluating the relevance and accuracy of information

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 6 credits on NQF Level 4. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: Learners should be competent in Communication at NQF Level 3, Mathematical Literacy at NQF Level 3 and Computer Literacy at NQF Level 3.

WHO SHOULD ATTEND?

This two-day course is suitable for Secretaries, Personal Assistants, Executive Secretaries, Secretarial Support Staff, Clerical Staff, Administrative Staff, Supervisors and Junior Management

OUTLINE OF TRAINING CONTENT

Practical language usage

Good writing is clear, unpretentious and error-free. Clumsy sentence structure draws attention away from your ideas. Faulty spelling undermines confidence in your ideas. Clumsy punctuation can distort your ideas. This part of the course is intended to help you clarify your message by using the technical “tools” of the language to assist your reader to grasp your point – in other words, to communicate more effectively.

• Punctuation for sense
• Common spelling problems in English
• To hyphenate or not?
• What are paragraphs for?
• Concord – watch that verb!
• The uses and abuses of the apostrophe s
• An “open” section to discuss practical writing problems that you experience

The art of writing, including mind-mapping

Writing is above all, for communication – for conveying ideas and feelings from your mind to another. It should not entail torturous wrestling and writhing. Increase the power of your communication by ensuring that your writing is clear, concise, consistent and coherent.

• Remembering your readers
• Using plain, unpretentious style
• Mind-mapping the unmanageable mind
• Structuring your communication
• Paragraphing for clarity and fluency
• Being brief, concise and coherent

Compiling reports, memoranda and letters and editing your own writing

Various activities and aspects directly related to the business of your organisation are reflected in written documents. Many people do not read these documents, or misunderstand them, because they are badly compiled. Discover the best format for memos, letters and other business-related correspondence. Evaluating and improving your writing is like playing a musical instrument, sports… any hobby – it has to be practised all the time in order to be truly effective. In order to ensure accurate and correct compilations, constant evaluation is valuable. Analyse how to edit and evaluate what you have written to increase clarity and effectiveness.

• The impact of poor writing on the image of your organisation
• Planning your written document: Structure
• Drafting your written document: Content
• Achieving cohesiveness, conciseness, clarity and correctness
• Brightness – instilling liveliness into your writing
• Analysing and editing your writing

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training. Additionally to attending this Course, learners can apply to be assessed at an additional cost (see training fee). Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 5 credits on NQF Level 4. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: The credit calculation is based on the assumption that learners are already competent in terms of the following outcomes or areas of learning when starting to learn towards this Unit Standard: NQF Level 3 Unit Standard: “Write/present/sign texts for a range of communicative contexts”.

This two-day course is suitable for all organisational employees who present information in a public setting or those who would like to develop their public speaking skills

OUTLINE OF TRAINING CONTENT

Today′s dynamic business world requires speakers who can present themselves with impact and display self-confidence. Everyone is exposed to a “moment of truth” throughout our career where we have to stand up and speak, whether in a formal setting delivering a presentation, providing inputs during meetings, or addressing delegates in small group context, The secret is that good speakers are not born as it is not a talent, but a skill that has to be learnt and practised… a skill that can be used in all walks of life.

Does stage fright paralyse you? Or, do you want to touch-up on your public speaking and learn how to research, compile and design your own presentation? Either way, then this Course is meant for you.

This is a practical training intervention where delegates are provided with the theoretical guidelines and practise the gained knowledge. Remember that one can only be a great speaker if one learns from every presentation. Video recordings are used to assess own improving performance.

An introduction to public speaking

• Understanding the basic guidelines to follow for any presentation
• Master the basics: Your 30-seconds speech

Planning and preparing the content

• The elements of a good presentation: Expectations, audience and purpose
• Researching the topic
• Gathering information and material

Compiling a presentation

• Understanding the guidelines for the presentation preparation process
• Drawing up a framework
• Structuring the presentation
• Organising the content of the body into a logical sequence
• Using visual aids
• Add-to, revise and polish your talk
• Using notes

Delivering the presentation

• Physical and mental preparation
• Preparing yourself emotionally: How to overcome stage fright
• Appearance and image: First impressions count
• Using the voice to enhance performance
• Using breathing techniques
• Body language: Using nonverbal messages
• Mannerisms: Learn how to change your habits
• Repetition and memorising – the do′s and don’ts