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When entering a training room, you need to be able to ‘walk the walk’ and ‘talk the talk’ to gain credibility and make sure that you are prepared for the training session and can access the tools, strategies and techniques in a fashion that elevates learning to a new level of experience. Keeping information fresh and reinforcing new learning is a constant challenge to the trainer.

ABOUT THE COURSE

This course will show learners how to optimise their training environment and training programmes to achieve outstanding learning results. Whether they need to train experienced trainers or infuse a little energy into seasoned professionals, this ‘train the trainer’ course will teach learners how to determine the needs of an audience, improve classroom charisma, handle difficult participants, use activities effectively and more.

COURSE CONTENT

• Identify the characteristics of an exceptional trainer
• Know the difference between ‘training’ and ‘teaching’
• Distinguish the different behavioural styles and adapt training as necessary
• Know how to develop and implement a ‘thorough’ training programme
• Understand training needs analysis and its important role in a training programme
• Use various methods for making the training interactive and memorable
• Develop strategies for handling difcult, authoritative & other disruptive participants
• Highlight the advantages and disadvantages of visual aid options

COURSE FORMAT

• Group Discussion
• Case Studies
• Action Planning
• Presentations
• Individual and Group Tasks
• Experiential Learning Games
• Role Plays

THE ART OF BUSINESS PRESENTATION

It is a dream for every professional to do a business presentation effortlessly and effectively. It’s very imperative to have good presentation skills. The procedure of Public speaking happens in a classroom, in the workplace and in public places. Public speaking involves speaking aloud, it is also about using your critical imagining, listening, and non-verbal communications skills to get your message across to a large audience.

Practical communication skills are valuable life skills that you need to possess to help you further your education and future careers.

With YourOwn’s Art of Presentation training, you’ll become a good presenter all-around who can structure and express your ideas clearly.

WHO NEEDS THIS COURSE

Any professional who wants to improve their presentation skills and a better career growth should attend this course.

COURSE STRUCTURE

1. The art of presentation in today’s world
2. What is a creative presentation
3. The limits and constraints which hold you back
4. Presentation design: Techniques
5. Planning a presentation
6. Crafting a story and tell a story
7. The art of being completely present
8. Connecting with audience
9. The need for engagement
10. Questions and answers

Telephone communication skills and call handling etiquette are essential for every person who answers the phone or calls customers since this specialist creates a particular organization’s image. You want this image to be as good as possible. The ability to solve problems and tasks effectively determines professionalism in your organization and a person who interacts with customers. Your call centre specialist must know how to control a conversation over the phone. Telephone skills are one of the most in-demand ones in the business world. However, undertrained people who handle calls poorly can cost your business a significant amount of money.

This telephone skills course provides the necessary knowledge required for everyone who makes and answers calls on behalf of the organization. Throughout this phone skills training, attendees will learn how non-verbal impacts their voice, use it to their advantage and master their voices to get the results they want from this type of communication. Participants will explore how they should structure a call and ultimate techniques to control conversation over the phone. Handling incoming calls and making outbound calls will no longer be an issue after this telephone skills training. At the end of the course, we cover the best practices of coping with concerns, objections, and complaints accompanied by techniques on how to deal with anger and prevent escalation of the conflict.

WHO NEEDS THIS COURSE

• Front Desk Executives and other Personnel

• Receptionists

• Administrative Professionals

• Customer Service Agents and Staff

• Call Centre Staff

• All staff who communicate with internal and external customers

• Anyone who wants to improve telephone skills and learn how to handle calls professionally

 COURSE BENEFITS

• Learn how to handle calls of any difficulty with professionalism and confidence

• Practice the voice techniques to improve the effectiveness of your communication over the phone

• Know how to structure your telephone communication to handle a call with professionalism

• Improve your questioning techniques for better control of the conversation

• Become a master of coping with caller’s objections and complaints

Imagine a world where everyone lived by the same code of ethics. We would all believe the same things were right and wrong; we’d all have the same hard-working gumption; we’d all trust each other implicitly, and we’d never have to reprimand others for their behaviour.

ABOUT THE COURSE

This course discusses the importance of having a workplace code of ethics—a code of conduct that is expected and required of all employees. Participants will have the chance to evaluate their own ethical beliefs and discuss how to take a more ethical approach back at the workplace.

COURSE OUTLINE

Module 1: Define ethics and ethical behaviour

• Create your definition of ethics
• Spot the behaviours of ethical and unethical people
• Working by an ethical code is like playing golf
• Learn 10 benefits of maintaining an ethical code of conduct
• What is the cost of NOT living by an ethical code?
• Unethical behaviour and its potentially negative effects
• Goal setting and ethics: When do you know you have reached your targets?

Module 2: Maintain and support good ethics

•Techniques for building trust and mutual respect
• Create an environment of openness and transparency
• Credibility busters to avoid and ways to boost your credibility
• Identify your core values
• Create and align your mission statement with your company’s, Learn how ethics lead to effective decision making
• Use what-if scenarios to work through real-world dilemmas
• Ask questions when faced with a difficult person

Module 3: Understanding and following a code of conduct

• Overview of the Sarbanes-Oxley Act (SOX)
• Company-level controls under SOX
• Create a fair and equitable workplace
• Examples of confliicts of interest and how to evaluate one
• What you should do if you are in, or headed for, a conflict of interest
• Cyberslacking: What it is and why organizations should be concerned
• What you can do about cyberslacking

Module 4: Ensuring compliance

• Examine your corporate culture and learn how to make ethics a priority
• Create an infrastructure to support ethical behavior
• Communicate your ethics policy and identify where your policies fall short
• Confront a co-worker who commits an ethical breach
• Know your rights as a whistleblower and the correct process to follow
• Avoid the slippery slope of ethics violations—little things mean a lot
• Say “no” the first time: Be a person of values who won’t be corrupted
• Take responsibility for your ctions: Make personal accountability your key to compliance