Available courses

Successfully orienting the workforce and delivering excellent customer service can ensure a big payoff in employee commitment, staff retention, customer satisfaction and developing a solid company culture.  Learning about the importance of how to improve customer service skills is essential to the efficient employee.

This highly interactive 5-hour course offers the perfect solution to get any employee up to speed. It will help you:

  • Understand what customer service is
  • Appreciate why customer service is so important for you and your company  
  • Recognize why complaints are so important and teach you how to deal with them
  • Get to know your customer better by helping you become a better listener
  • And give you some great ideas on how YOU can deliver excellent customer service

Successfully orienting your workforce and delivering customer service training can ensure a big payoff in employee commitment, staff retention, customer satisfaction and developing a solid company culture.  Learning about the importance of how to improve customer service skills is essential to the efficient manager.

This highly interactive course offers the perfect solution to get any manager up to speed. It will help:

  • Improve customer service cognizance and skills
  • Reinforce responsibility & accountability  
  • Develop skills to help manage personal responses to conflict and help develop diffusing procedures

Nurture a work culture that delivers a balance between managerial goals and employee contentment

Goals are the foundation of productivity. Learning to set SMART goals and the questions to ask before setting those goals will put you on the road to focused productivity in your job. In this course, you are required to write goals and action plans so that you get the practice necessary to become competent at setting and achieving goals

This course will give you the knowledge to:

  • Understand the Role of the supervisors responsibility to having SMART goals
  • Identify and set goals for your area of supervision (what you want to achieve)
  • Develop plans for efficiency in your department (why you want to achieve)
  • Put the plan into action and measure its success ( how you will know you have achieved it)

Keys to Avoid Making a Cultural Misstep Through Lack of Understanding. Having Cultural Awareness is Crucial in Today’s Workplace.

 

Employees from different cultural backgrounds bring a wealth of creativity, insights, and skills to their jobs. It is up to the employers to recognize, cultivate, and value these contributions

 

Understanding and appreciating cultural awareness includes:

  • A full discussion on cultural awareness and understanding of the influence of cultural differences
  • A better understanding of the cultural challenges facing multicultural workplaces
  • Understanding cultural sensitivity and developing a multi-cultural competence
  • Learning about possible cross-cultural confusions and how to encourage positive cross-cultural working relationships

Find the fundamentals of setting agenda, choosing appropriate settings, encouraging participation and motivate participation in your meetings. Learn about tools that will make you more productive and effectual

 

To increase the effectiveness of your meetings you need to:

 

  • Understand how to effectively use an agenda, to document and follow through
  • Decrease the number of unnecessary meetings an organization holds
  • Increase the efficiency of the meeting, saving time people spend in meetings

Find a prescription for overcoming common fears of delegation, knowing when and how to delegate work, identifying the best employees for delegated task, and keeping delegations projects on track.

 

There is an art to delegation. To effectively delegate you should be able to:

 

  • Define delegation and understand your specific personal barriers to delegation
  • Employ a process to effectively delegate a task
  • Identify which tasks and responsibilities to delegate and which tasks and responsibilities to keep
  • Select and motivate the right person for a delegated task
  • Effectively follow up on and give feedback on a delegated task

Gain a better understanding how to deal with various conflicts using some guiding principles that give you an insight into different approaches to resolving differences.

 

To be able to manage conflict effectively you need to:

 

  • Be able to define conflict and distinguish between healthy and unhealthy conflict
  • Identify expectations of conflict
  • Distinguish between different styles of conflict resolution
  • Understand your preferred style of conflict resolution
  • Apply the steps to win-win conflict resolution
  • Understand how to manage your emotions during conflict

Planning, preparation, prioritization, organization and delegation are your secret weapons to better progress with less stress. Planning gives you direction, clarifies your purpose, stimulates you into action, and improves your attitude and relationships. This course will help you simplify your priorities and organize your time. It will also help you to set up your environment and tools to work for you, not against you and guide you to implement techniques for eliminating unwanted interruptions.

AFTER YOU HAVE FINISHED THIS COURSE, YOU WILL BE ABLE TO:

  • Distinguish the difference between being “busy” and “productive”
  • Select your own helpful planning tips and strategies that work best for you
  • Maximize your personal effectiveness
  • Develop a positive mental attitude and use ambition as the motivator rather than fear.

Learn how to develop an effective transformational leadership style and empower employees to reach higher goals while focusing on innovation, commitment, and developing a high-performing team.

Course Outcomes: After taking this course, the student will be able to:

  • Demonstrate qualities of being a transformational leader
  • Involve employees in taking ownership of their tasks
  • Facilitate training that positively impacts quality, productivity, customer service, and employee morale

This thoughtful broad based, personal growth program can either take you to a more significant role in your present organization, or lead you to a better position elsewhere.

 

AFTER YOU HAVE FINISHED THIS COURSE, YOU WILL BE ABLE TO:

  • Appreciate the impact of organizational change on people
  • Recognize it is alright to grieve and let go of the old and keep an open mind for the future
  • Identify ways they can positively lead and motivate people through cultural or organizational change
  • Develop approaches on how to deal with resistance to change

As organizations continue to discover the benefits of employee teams, those viewed as effective team players will become valuable assets within the work force.

 

In building a high performing team, you need to:

·         Recognize the value characteristics of high performing teams

·         Deliver an effective platform on which to build and develop effective team leadership skills

·         Explore the different team leadership styles

·         Exhibit the skills required for effective communication within teams

·         Examine the capabilities required to lead a team towards constant levels of high performance

Increase your confidence as a trainer. The various methods presented can help you take your training efforts to new levels of excellence.

 

To create and sustain effective training you would need to be able to:

 

  • Discuss, describe and evaluate the possible training systems in organizations
  • Understand suitable methods and techniques for identifying training programs and putting them into place
  • Create basic training plans, and develop resources based on behavioral objectives connected to the organizations business goals
  • Understand the principles of adult learning
  • Recognize the importance of training evaluation and the ROI (return on investment) of training

Performance management generally involves you and your employees in three stages of a complete review cycle.

 

They include:

 

  • Performance and development plans
  • Interim coaching and progress reviews
  • Performance appraisal and development review

The communication course places a strong emphasis on practice and process. The instructor gives regular feedback to participants on their speaking and writing and participants are required to produce multiple spoken presentations and written work with particular content or information.

 

During this course, the participant will be exposed to:

  • How we communicate to others and how that process can be misinterpreted
  • How our senses are used to change information
  • How information is observed and evaluated as we receive and interpret it
  • How to identify the thinking patterns of other people by watching their body movements

4 Reasons to Appreciative Different Personality Types

Personality is complex, yet important to understand what makes a person who they are. If you are going to work with others, be they your family, coworkers, your boss or your employees, it is very beneficial to understand different personalities, so you can get the best out of each one.

  • Increasing personal integrity
  • Increasing personal freedom
  • Objectification of self and other
  • Increasing tolerance and understanding of others

People who attend this program will learn a set of principles that will change the way they view their lives as well as their performance on the job. They will grow in self-understanding, confidence, personal effectiveness, and their ability to handle the challenges/opportunities of their personal and workplace lives. Explore tools for developing, refining, and building your interpersonal skills. Get tips on how to build rapport, trust, and respect through better communication, improved listening skills.


AFTER YOU HAVE FINISHED THIS COURSE, YOU WILL BE ABLE TO:

  • Apply and practice strategies for communicating styles with self, others, and maximizing relationships
  • Show the correlation between emotional intelligence competency and successful workplace relationships
  • Create an action plan for developing your skills for building and maintaining relationships

Site news

Wessex Global University
Interested in Taking One of Courses?
by Admin WGUNI - Saturday, 10 October 2015, 5:03 PM
 

If you are interested in taking one of our courses, please email Maureen Lloyd-James at mlj@wguni.com for more details and we will send you all the appropriate information. Thanks and have a great week.

 
Wessex Global University
Wessex Global University is now offering ONLINE courses
by Admin WGUNI - Saturday, 10 October 2015, 4:50 PM
 

Welcome to Wessex Global University online program. “The Successful Manager Series” is a series of courses for managers or soon-to-be managers to develop essential skills on the way to becoming a successful manager. These courses are specifically developed to help give participants the ...

Read the rest of this topic
(213 words)