PRODUCTIVITY & PERFORMANCE

POTENTIAL | PRODUCTIVITY & PERFORMANCE | DEALING WITH STRESS | CONTRIBUTION

Download BrochureOrganisations spend tremendous amounts of time attempting to increase the performance of staff, yet still require more with less. Asking your staff to work productively at all times requires constant support in ways of training, communication, value and other resources.

Our suite of programs are designed to improve self-management, reduce the need for individuals to escalate decisions and be more effective and efficient in managing the outcomes you and your organisation require. This results in a higher return on investment from your people, smoother workflows, better delegation results and ultimately, discretionary effort, a driver of increased productivity which comes from people feeling committed and passionate about their work, their colleagues and their role in the success of the business.

Programs can be customised to meet the requirements of Nationally Accredited Courses.

Productivity & Performance training and development programs include:

Aligning Sales Delivery and Brand Recognition

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Brand value is most often realised when the customer experience strongly reflects the advertised brand, which means that every customer touch point with the organisation needs to be consistent. This program ensures that everyone dealing with your customers understands how your brand should ‘look’ and ‘feel’ in terms of customer service behaviour and that they can deliver on that brand promise each and every time.

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Beyond Customer Expectations

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This workshop introduces participants to the skills and strategies that will have them ‘delighting’ internal and external customers with their level of service. By working through a series of exercises, activities, case studies and simulations, participants will learn how to uncover both the stated and unstated needs of their customers so they can move from the passive ‘wait until the customer asks’ to discovering unique ways to go beyond expectations.

Each participant is given the opportunity to build their service delivery capability and brand by leveraging their knowledge and their interpersonal skills. During the program, they will be given coaching and feedback by the facilitator and their peers about the positive impact of their approach, giving them an opportunity to increase their flexibility by trying new approaches and developing new and creative ways to solve common problems.

Objectives:
At the end of this course participants will be able to:

  • Build their skills in efficiently building rapport with customers either face-to-face or on the phone
  • Quickly be able to identify complaints in a way that impresses customers whilst adhering to the organisational procedures and processes
  • Increase their skills in appropriately dealing with and managing the needs of challenging customers
  • Use tools to manage customers and respond to customers’ expressed and hidden needs
  • Develop techniques for moving a customer from a complaint or adversarial mindset to a collaborative, problem solving one
  • Think creatively about additional ways to delight customers that will support the brand

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Building High Performance Teams

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Teams that enjoy open and honest communications, who understand how they individually add value to the team and who can work together to achieve excellence are generally happier and more productive than teams that require more active leadership. Designed both for managers of teams, and for team members, this program outlines the key stages of development and how to move the team from early relationship development through to aligned focus on goals and collaborative work flow.

Objectives:
At the end of this course participants will be able to:

  • Recognise behaviours that occur at each stage of team development
  • Intervene appropriately to lead individuals through the stages of team development (either as a manager or team member)
  • Review their current team against the characteristics of a high performing team and develop strategies to progress toward this
  • Build a vision and compelling reason to motivate team members to work together toward optimal performance
  • Encourage self-management by role modelling and equipping team members with skills for managing conflict and holding each other accountable
  • Create action plans that can be implemented with current teams

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Building Trusted Advisor Relationships

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Being a trusted advisor is more than just having good advice to give: it’s also about being the sort of person that others want to work with. Word of mouth is a powerful and profitable differentiator in these competitive times, and when you or your people are perceived as easy to work with, competent, reliable and working to the best interests of their customers, the business will benefit.

Objectives:
At the end of this course participants will be able to:

  • Build greater trust by accessing the principles of the Trust Equation: Consistency, Reliability, Relationship, and a client-centric focus
  • Self-assess their own behaviour against 20 characteristics that clients use to describe those they would deem trusted advisors
  • Gain better quality information from clients in order to provide the best possible solution
  • Help clients look at their issues from a different perspective in order to ensure they are not making assumptions or using poor judgment
  • Use high level communication and interpersonal skills to deepen trust and build relationships that are mutually beneficial

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Training & Assessment Programs


Constructive Conflict

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When most people think of conflict, they think of strong emotions and angry words. Yet constructive conflict, approached respectfully with a positive attitude, can very often lead to creative thinking, innovation and improved clarity and understanding.

This program offers extended skills in curious questioning, masterful listening, clear communication, objectivity and managing emotional reactions with the view toward efficient resolution. Participants will also have an opportunity to explore their preferred or learned approach to conflict, identifying when these approaches are useful and less-than-useful and when a different style could be more effective.

Objectives:
At the end of this course participants will be able to:

  • Describe their usual style of managing conflict and be better able to flex to a more effective style depending on the situation
  • Identify root causes of conflict and decide how to best handle it
  • Develop the art of listening beneath the words for the real issue
  • Manage their own and others’ emotions in confrontational conversations
  • Follow a process for moving toward resolution
  • Demonstrate assertive and authentic approaches to managing conflict situations
  • See conflict as an opportunity for increasing understanding and look for creative solutions and what ‘can be done’ rather than what can’t
  • Determine when and on what they can and can’t compromise

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Influencing and Negotiation Skills

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This insightful program uses the work of William Ury, “Getting to Yes” and advanced techniques based on Neurolinguistic Programming (NLP) to help learners influence others and negotiate in a way that is principled, open and ethical.

Objectives:
At the end of this course participants will be able to:

  • Determine the hidden needs of others before and during a negotiation
  • Recognise personal beliefs, attitudes and behaviours that can hinder an effective discussion
  • Deepen listening skills to identify the ‘emotions’ below the words
  • Maintain objectivity during challenging negotiations
  • Focus on the issues, not the people
  • Develop objective criteria to help decision making

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Key Stakeholder and Subcontractor Management

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We’re often unified by our ultimate goals but conflict can occur in how we each choose to get there. This program helps us to have conversations about how we want to work together, our preferences in communication, what’s most important to us and ultimately how we define our work relationship.

Objectives:
At the end of this course participants should be able to:

  • Identify those individuals, groups and key decision makers who are integral to the success of a project or event
  • Determine the needs of each group and how best to get buy-in and commitment to the project
  • Objectively discuss and gain agreement on the parameters or boundaries of the work relationship
  • Share personal and group strengths and gaps as a way of recognising what each ‘player’ brings to the project
  • Use the contract as the ‘container’ or written agreement of the working relationship
  • Build strategies to consult regularly with key stakeholders to maintain the ‘health’ of the relationship, even in conflict

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Leading Sales

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This program provides sales managers with a range of skills to manage both the motivation and the performance of sales teams. ‘Leading Sales Teams’ is designed to focus on the two key elements of sales management:

      1. The human aspects, such as coaching, building a culture of collaboration and consultation and maintaining resilience, and
      2. The performance aspects, such as setting and communicating of sales targets and goals, providing consistent performance feedback based on objective measures and leveraging market intelligence.

Objectives:
At the end of this course participants will be able to:

      • Analyse data to provide a map of sales performance against results in order to make more strategic decisions about where to commit sales resources
      • Create reports at an activity level so that necessary shifts can be made to improve pipelines or leverage greater sales
      • Identify strengths and gaps and provide development opportunities in the style of selling best suited to the business
      • Discuss the motivations of people who self-select into the sales profession and understand how to leverage these motivations for the benefit of the business and the individual
      • Set realistic expectations (targets) and provide clear feedback and coaching on how best to achieve these
      • Access resources and networks to identify opportunities and maintain a clear picture of the market
      • Be able to ‘present’ or ‘pitch’ in an influential and authentic style

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Performance Management

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Effective performance management has a direct impact on the bottom line, organisational culture and the wellbeing of individuals. Being able to provide timely feedback that supports improvement and setting clear expectations for future actions is important both in ensuring the required improvement and following a fair and reasonable process.

Objectives:
At the end of this course participants will be able to:

          • Understand how to build trust and open communication and the role of feedback in improving workplace relationships
          • Assess the task and capability of others and match them for the benefit of the individual and the organisation
          • Set standards and effectively delegate tasks to others
          • Monitor and review progress toward the desired result in a way that best supports the needs of the individual without micro-managing
          • Provide feedback and coaching to improve performance AND get the best out of ‘stars’
          • Have fair and reasonable performance conversations that cannot be construed as bullying
          • Be able to follow through when performance does not improve
          • See the link between effective performance management and a healthy workplace culture

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Project Management

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This course provides the general principles of project management and has broad appeal across an organisation or division.

Rather than focusing on a specific methodology, system, technology or Gantt chart approach, this program looks at the key concepts that govern decision making, resource management, planning for milestones and deliverables and structuring work.

Designed to include discussions on ‘what happens in the real world’, this program allows participants to leverage each other’s knowledge to look for adaptive solutions to current challenges and to provide an open-minded approach or problem solving approach to getting the job done on time and to budget.

Part of the benefit of this program is in learners sharing approaches, tools and techniques they use to monitor the outcomes, manage deliverables, negotiate for resources and meet deadlines. This program can be customised to fit your current project management tools used within your organisation and be targeted toward current gaps whether they are operational, behavioural or interpersonal.

Objectives:
At the end of this course participants will be able to:

          • Plan key action steps and measures in order to achieve project objectives
          • Organise the necessary resources to implement these steps
          • Lead those resources in alignment with the organisational values and project goals
          • Monitor how successfully implementation is occurring against the measures established in the planning phase
          • Provide performance feedback and coaching to keep the project on track
          • Understand the interplay between internal and external factors that may influence achievement of project outcomes
          • Get others involved in problem solving when the project shifts

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Relationship Development and Interpersonal Skills

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Most people would agree that to develop healthy workplace relationships, people require the ability to communicate in an open, honest and effective way. Few people have been formally equipped with the skills to do this, yet we all rely on our interpersonal skills every day to produce results with people we may not work with often or know well.

Objectives:
At the end of this course participants will be able to:

          • Flex their personal style to communicate more effectively with a range of different people (use of a personality or communication styles diagnostic is optional)
          • Build confidence in networking or workplace situations where they may not already know people
          • Think through their communication and check to ensure clarity
          • Practice masterful listening, quality questioning, assertiveness and the ability to respectfully say “no”
          • Understand how to work toward ‘constructive’ or results-focused conflict
          • Conduct simple negotiations around expectations, resources and deliverables
          • Increase personal impact and influence in large or small groups

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Talent Management

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Getting the right people into the right jobs and performing to the right standards takes lots of time and effort. But once they are performing well, how do you keep them engaged or provide opportunities to keep them interested so they don’t move on? This program is designed to be practical and build skills suitable for the attraction and development of staff, the planning of strategies for ‘high potentials’ with a view of optimising retention and reducing the high cost of turnover.

Objectives:
At the end of this course participants should be able to:

          • Identify barriers and myths to effective talent management in your organisational context and build strategies that differentiate talent management from other sustainability activities
          • Review or create individual talent development strategies for your team or in their area of influence
          • Determine ways to best identify and quantify talent criterion and evaluate the success of talent management activities
          • Create strategies to retain talent once they have achieved optimal performance or level in the organisation
          • Influence other key decision makers to extend talent management activities organisation-wide to create increased opportunities for retention

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Train the Trainer

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The best teachers, trainers and facilitators are those who understand how learners learn and can take full responsibility for their role in structuring logical, practical and engaging training as a result. By having this learner-centric attitude, the trainer is able to adjust their style to optimise learning and greatly increase the transfer of new skills.

Objectives:
At the end of this course participants will be able to:

          • Demonstrate application of adult learning principles in both the design and delivery of content so that learners engage fully with the process of learning
          • Develop highly interactive training that increases the practical element of a training session
          • Build stories and examples that simplify concepts and create memory prompts for learners
          • Respond to questions and answers in a way that learners are more willing to speak up and more open to group discussion and peer feedback
          • Deliver more effective training in forums such as classroom, one-on-one or on-the-job training so that learners take responsibility for their own learning
          • Effectively deliver challenging segments of existing training programs

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(TAELLN411) Address Adult Language, Literacy and Numeracy Skills (LLN upgrade)

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The responsibility for helping others learn lies with the teacher, so this program provides a structured approach to assessing and addressing the Language, Literacy and Numeracy capability of each learner. A range of tools to support learners cope with the demands of the training and assessment pre, during and post the training is then discussed with the objective of providing participants with the opportunity to contextualise or tailor support activities to the work environment and organisation.

Objectives:
At the end of this course participants will be able to:

          • Determine the core LLN requirements of programs
          • Assess the current LLN needs of learners and customise training to meet those needs
          • Have a broader range of tools for assessing and addressing VET/TAE LLN requirements
          • Feel more confident that they have the most relevant and current techniques for supporting adult learners with LLN concerns
          • Access specialist learning support

This program is also available as a public program in a 1 day intensive format. Find out more here>>

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Who would benefit from these programs?

          • Current supervisors, leaders and managers
          • Team members
          • Anyone interested in improving productivity, efficiency and effectiveness

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POTENTIAL | PRODUCTIVITY & PERFORMANCE | DEALING WITH STRESS | CONTRIBUTION

RTO No. 122052