Communication & Team Building

Appreciative Inquiry

Organisations can be thought of as living beings made up of the individuals working within them. Appreciative Inquiry has the ability to change the whole organisation, through positive questioning people will be directed to move in a positive direction. Recognising the strengths and values of what works as opposed to what’s wrong will transform the way people work and thus transform the organisation.
Appreciative Inquiry is a shift from looking at problems and deficiencies and instead focusing on strengths and successes. It is a tool for organisational change and it will strengthen relationships. Who doesn’t like to share good positive stories and events? Think about it.

Course Objectives:

  • Know the meaning of appreciative inquiry
  • Think in positive terms and avoid thinking negatively
  • Encourage others to think positively
  • Recognise positive attributes in people
  • Create positive imagery
  • Manage and guide employees in a positive environment

Everyday Business Writing

Writing is a key method of communication for most people, and it’s one that many people struggle with. Writing and communication skills have changed over in recent years with more and more people communicating through email and text messaging. Developing writing skills is still very important in the business world. Providing clear written information to customers both internal and external will give you that extra edge in the workplace. We will look at a variety of written documents with a specific focus on everyday written communication.
Everyday Business Writing will give participants a refresher on basic writing concepts that will provide you or your staff with that extra benefit in the business world that a lot of people are losing.

Course Objectives:

  • Know tips and techniques to use when deciding the most appropriate format and style to use for different written communication.
  • Understand mirroring as a tool to improve communication with customers
  • Reduce negative language in all communication.
  • Gain better awareness of common spelling and grammar issues in business writing and understand techniques to improve proofreading skills.
  • Define peer review and list ways peer review can help improve business writing skills.

 

Communication Strategies

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something.
Communication Strategies will help participants understand the different methods of communication and how to make the most of each of them.

Workshop Objectives:

  • Understand what communication is
  • Understand the Four Elements
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Listen actively and effectively
  • Use appreciative inquiry

Conflict Resolution

Wherever two or more people come together, there can be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes. You will also be provided a set of skills in solution building and finding common ground.
In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organisation no matter what the size. If left unchecked or not resolved it can lead to lost production and increased absences or attrition.

Workshop Objectives:

  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflicts
  • Be able to break out parts of the process and use those tools to prevent conflict
  • Be able to use basic communication tools, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques

 

Customer Service

Each and every one of us serves customers, whether we realise it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, or payroll administrator serving the employees within your organisation or maybe you’re a company owner, serving your staff and your customers.
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Workshop Objectives:

  • Understand the nature of sales and service
  • State what customer service means in relation to all your customers, both internal and external
  • Recognise how attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Developing a Lunch and Learn Workshop

Creating a Lunch and Learn session is a low cost training option. It is a great way to introduce a topic or give a small demonstration on a new product or service. You will be shown the criteria involved in creating a great Lunch and Learn environment.
Our Lunch and Learn workshop will give your organisation a quick and useful tool to use as a follow-up or refresher to a previous training session. It doesn’t have to be just about a learning event, it can also involve collaboration, networking, or sharing best practice between employees.

Workshop Objectives:

  • Understand what a lunch and learn is and is not
  • Be able to set up and break down
  • Create new content
  • Address difficult situations
  • Create useful takeaways
  • Use feedback to improve future lunch and learns

Teamwork & Team Building

For most of us, teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organisation and will lead to more successes than not.
Teamwork And Team Building will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. Participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.

Workshop Objectives:

  • Describe the concept of a team, and its factors for success
  • List three types of teams
  • Understand the nature of teamwork
  • Describe actions to take as a leader – and as a follower
  • Discuss the uses, benefits and disadvantages of various team-building activities
  • Describe several team-building activities that you can use, and in what settings
  • Follow strategies for setting and leading team meetings
  • Detail problem-solving strategies using the Six Thinking Hats model — and one consensus-building approach to solving team problems
  • List actions to do — and those to avoid — when encouraging teamwork

Virtual Team Building and Management

The number of virtual workers is increasing at a surprising rate and is expected to continue climbing well into the future. With a global workforce you are provided with a cost effective and talented pool of employees to draw from. With a virtual team you can create a Follow the Sun production environment.
Virtual teams face the same issues as localised teams, with the additional challenges of distance and cultural differences. Virtual Team Building and Management will give participants the knowledge to work with these challenges and succeed in a growing global workforce.

Workshop Objectives:

  • Know the keys to establishing a virtual team
  • Learn how to hold effective meetings and group sessions
  • Learn effective ways to communicate with team members
  • Use tools to build trust and confidence among employees
  • Know how to handle poor performing employees
  • Know how to manage a virtual team during any project