Intelligence comes in many shapes and sizes. In the past, the best
known intelligence was cognitive ability. This is a measurement of our
Intelligence Quotient or IQ score. This is unfortunate because our IQ,
although important, is not the best predictor of how successful a
manager will be in managing through and with people.
Today we realise that a much better indicator of a manager's success is
their our level of Emotional Intelligence. EQ encompasses how well you
understand and manage you own emotions, and how well you can interact,
motivate and successfully lead others. As you'll discover during this
Pillar, the most successful Managers are both aware of their own
Emotional Intelligence and work to improve it daily.
Meetings have become the staple diet of workers in any organization today. Regardless of the type of company and business that is operated, meetings serve an important part of the communication process between different levels of the organization involving different aspects of its operation. Whether it is staff meetings, project meetings, planning and coordinating meetings—they all take time away from the actual conducting of business activities; therefore it pays to make them as efficient and effective as possible.
Behind every spectacular training session is a lot of preparation and meticulous attention to detail.
The truly skilled trainer can make a program exciting. The learners will have fun while they are learning. The facilitator has been able to involve their emotions as well as their minds. You will see the involvement, and you will feel the energy.
This workshop is designed to help the individual who is not (or at least not yet) a Professional trainer.
The focus is on the supervisor, manager or brand new trainer who has been asked to resent or train a group of individuals; a task for which he or she has little priour experience.
What do you notice about good writing? You can see it in the novel that you just can’t put down, the poem or lyric that you can’t get out of your head and the speeches that can evoke emotions of a crowd or even a nation. In business writing, the language is concrete, but the point of view has to be clear, and the points need to be well expressed too. Good business writing is the memo that gets action, the letter that says what a phone call can’t, and the report or presentation that makes an impact with its statements.
When emotions get the better of someone, it becomes very difficult for the individual to perform at their full capacity. You don’t have to be a psychologist to realize the benefits that anger management skills can bring to any organisation, starting with the enormous savings in time, energy and money required to deal and cope with anger that gets out of control. This is further supported by research that shows organisation that have an effective anger management plan or program operate much more successful than those without it.
Assertiveness isn't an option for success-minded managers, it's a must-have skill. That's because as a manager, it's your job to get the best possible results through others day in and day out. To get great results, you've got to be authoritative without steamrolling people, make your points...
In today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need to be business savvy and have the ability to establish yourself in a credible manner if you want to win the respect and trust of others. With more eyes and ears watching our every move than ever before, a faux pas at the wrong time can have longer and more wide spread damage to your career than you can possibly imagine.
To attract the attention of today's busy readers, you must respond to their need for clarity and conciseness in written communication. In this four-day workshop, you'll get the business writing skills you need, overcome writers block,...
Being an effective communicator means that the other people whom you interact with take you and what you say seriously; listen to what you have to say, engage in two-way dialogue and then act on your requests. By discovering the new techniques, you will learn how to effectively engage others through listening actively, using you body language, as well as manage language and cultural barriers with local and remote teams.
Discover powerful tools for assessing difficult people and managing conflict without sacrificing your self-respect. Stay focused, respond positively to negative people and communicate more effectively with all types of problem personalities. You'll be more effective, valuable and promotable and much less stressed!
Management involves much more than overseeing the day to day aspects of running a department or managing a team, regardless of the industry. In today’s fast-moving world, many managers and supervisors are increasingly expected to deal with many human resource issues. For example, they may be asked to take part in developing job descriptions, sit in on interviews, or take responsibility for staff discipline.
The objective of this skills-based training program is to increase
the customer service and call handling skills of your customer service
and contact center staff, with specific emphasis on helping them to
build stronger customer relationships, better problem solving,
multi-tasking (orders, requests, outbound calls) and advanced telephone
service and sales techniques.
Emotional intelligence (EQ) is a hot topic in today's workplace. But knowing what EQ is and knowing how to use it are entirely different things. Emotional intelligence is composed of four flexible skills, based on a connection between what you see and what you do with yourself and others.
Most people have a love-hate relationship with company or business meetings, because they know the importance of meetings, yet find that their meetings usually tend to tie up more time than it is worth the effort to attend. This usually typical of people who often have to attend many meetings, but find that little is discussed or resolved during these meetings.
Do you wish networking with clients, managers and colleagues was easier? To grow your professional networks and get ahead in today's competitive business environment, you have to expand your personal and professional networks and relationships.
The one device that has made more impact within the corporate world than any other is the telephone. Yet while every desk has a telephone on it, few people have ever learnt how to truly maximise this essential tool for customer service and profit!
Whether you are negotiating the sale or purchase of millions of dollars worth of equipment, closing an important sale or encouraging your colleagues to meet their work goals, skillful negotiations will bring you both professional and personal success.
Unlike other changes that we go through constantly, our behaviour is something that does not tend to alter unless, even when it can be self-destructive. This is why many say that past behaviour is the best indicator of future behaviour.
Delivering exceptional service and support are vital to the success of any customer-focused organisation. The one-day Customer Service Excellence seminar shows each of your people the secrets and benefits of delivering truly outstanding customer service.
After all, no organisation can afford to frustrate internal customer or lose external clients because of average or poor service; but many do. However, studies show that the customers who feel they are treated well and are made to feel important are not only likely to do business with you again, but will become your best form of advertising!
Tiger Woods has a coach, so does every other world-class athlete. Today, leading organisations also realise that to bring the best out in their people, a coaching model is a proven way for producing increased productivity and
personal growth. Forward-thinking organisations have also discovered that the same skills that coaches use to create winning athletes work in a business setting as well. Here in Australia thousands of organisations rely on the coaching and mentoring approach to help bring the best out of their own managers and supervisors.
Coach - Role Model, Counselor, Supporter, Guide...
These are just some of the responsibilities and roles that a coach has to provide to their students. In fact, being a coach mean playing different roles at different times throughout the mentorship.
Performance reviews are an essential component of employee development in any organization. The benefits of a well-conducted performance review can be summed up by this quote from the German philosopher Goethe: “Treat people as if they were what they ought to be and you help them become what they are capable of being.”
The ability to speak confidently in public is partly a natural skill, but there are also many things you can do to improve your public speaking abilities. We have all experienced or felt the impact that a great speech can have on the impression and feeling people have towards the speaker and the topic.
Achieving key organisational objectives depends very largely upon the motivation and performance of all of your people in achieving and maintaining the highest standards of effective workplace performance.
One of the most common reasons why employees perform below their abilities and change jobs is the lack of motivation. In many cases, this has little to do with performance rewards or bonuses, because for most people, it is only one of many factors that influence the level of job satisfaction.
As a manager, your time and your resources are in constant demand. And while you know the importance of strategically managing and leading your team to achieve its corporate objectives, at the moment you find that too much of your time is spent working in your team and not on your team.
If the thought of conducting staff performance appraisals for your team members makes you a little nervous, you’re one of thousands of managers who feel this way. If handled incorrectly, performance appraisals can turn into heated confrontations and end in tears. But if managed well, a good performance appraisal with a team member will lead to increased productivity, higher efficiency, and a better working relationship.
Change is an inevitable part of everyday life whether we like it or not. While we cannot always avoid change, it is certainly possible to learn how to effectively deal with it, so that it results in minimal impact on your life. Those who are adept at managing changes are able to adapt quickly to different situations and environments, and they find few trouble negotiating what can often be difficult or demanding circumstances.
Let’s be honest, attending meetings is often a very frustrating and laborious experience (at least for result orientated people). While some meetings are useful and timely, others can be a complete waste of everyone’s time! Without effective “meetings” skills team building cannot possibly be achieved.
In today’s business environment, critical thinking and problem-solving skills are essential for individual, team and organisational performance and success. If a team or an individual fails to identify problems early, or doesn’t have the skills to resolve or fully capitalise on them, there can be serious and adverse effects or repercussions for their
team or organisation.
It is natural during times of difficult to have moments of self-doubt, when we feel like we can’t do possibly do anything right and we wish we could find somewhere to hide or disappear altogether. In times like these, we draw on our perseverance and self-belief to fight through the challenges, because behind every cloud there is a silver lining.
Change Rule 1: Change is a natural and normal part of everyday life!
If managed well, change will bring revitalisation in both individual employees and an organisation. After all, improvement and growth can only occur through a process of continuous development, growth and renewal. While that all sounds good, “change” is a word that can strike fear in the hearts of many people at work.
The "stress" epidemic is being called the #1 workplace health issue of the millennium. According to many of the world's leading authorities on stress, this single problem accounts for as much as 70% of all absenteeism in the workplace.
Email has become the most popular mode of business communication in Australia today. The conundrum that we all face is that in addition to making communication easier, the sheer volume and immediacy of email has made it a source of stress for many managers and staff. Are you or your people constantly facing growing inboxes of email that leaves you overwhelmed? Why was I sent this? Do I need to read that now? Am I to action this email now or later? Also, with the growing popularity of email-enabled mobile devices like the Blackberry, these frustrations only follow people home…. after hours!
If you are tired of applying dead-end solutions to recurring problems in your company, this two-day workshop should help you reconstruct your efforts and learn new ways to approach problem-solving, and develop practical ways to solve some of your most pressing problems and reach win-win decisions.
Imagine doubling, tripling or even quadrupling your reading speed - and making faster reading a permanent habit. Just think about the impact on your professional life if you could remember more of what you read - and remember it for longer.
Management involves much more than overseeing the day to day aspects of running a department or managing a team, regardless of the industry. In today’s fast-moving world, many managers and supervisors are increasingly expected to deal with many human resource issues. For example, they may be asked to take part in developing job descriptions, sit in on interviews, or take responsibility for staff discipline.
We never stop learning how to improve our selling skills.
Virtually everybody in sales today sells over the phone at least part of the time.
Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. The telephone can supplement, enhance, and sometimes replace other means of marketing and selling.
Intelligence comes in many shapes and sizes. In the past, the best
known intelligence was cognitive ability. This is a measurement of our
Intelligence Quotient or IQ score. This is unfortunate because our IQ,
although important, is not the best predictor of how successful a
manager will be in managing through and with people. 
Meetings have become the staple diet of workers in any organization today. Regardless of the type of company and business that is operated, meetings serve an important part of the communication process between different levels of the organization involving different aspects of its operation. Whether it is staff meetings, project meetings, planning and coordinating meetings—they all take time away from the actual conducting of business activities; therefore it pays to make them as efficient and effective as possible.
Behind every spectacular training session is a lot of preparation and meticulous attention to detail. 
This workshop is designed to help the individual who is not (or at least not yet) a Professional trainer. 
What do you notice about good writing? You can see it in the novel that you just can’t put down, the poem or lyric that you can’t get out of your head and the speeches that can evoke emotions of a crowd or even a nation. In business writing, the language is concrete, but the point of view has to be clear, and the points need to be well expressed too. Good business writing is the memo that gets action, the letter that says what a phone call can’t, and the report or presentation that makes an impact with its statements.
When emotions get the better of someone, it becomes very difficult for the individual to perform at their full capacity. You don’t have to be a psychologist to realize the benefits that anger management skills can bring to any organisation, starting with the enormous savings in time, energy and money required to deal and cope with anger that gets out of control. This is further supported by research that shows organisation that have an effective anger management plan or program operate much more successful than those without it.
Assertiveness isn't an option for success-minded managers, it's a must-have skill. That's because as a manager, it's your job to get the best possible results through others day in and day out. To get great results, you've got to be authoritative without steamrolling people, make your points...
Ethics and professional integrity go to the deepest level of an
organisation's "corporate culture". The one-day Business Ethics at
Work© seminar includes discussions about issues such as: invoicing and
billable hours, quality of care, giving and receiving gifts, document
retention, document destruction, customer service excellence, corporate
ethics and responsibility within the community and interpersonal
ethics. In addition your people learn how to make the right decisions
that ensure a greater ethical response to business and moral issues.
In today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need to be business savvy and have the ability to establish yourself in a credible manner if you want to win the respect and trust of others. With more eyes and ears watching our every move than ever before, a faux pas at the wrong time can have longer and more wide spread damage to your career than you can possibly imagine.
To attract the attention of today's busy readers, you must respond to their need for clarity and conciseness in written communication. In this four-day workshop, you'll get the business writing skills you need, overcome writers block,...
Being an effective communicator means that the other people whom you interact with take you and what you say seriously; listen to what you have to say, engage in two-way dialogue and then act on your requests. By discovering the new techniques, you will learn how to effectively engage others through listening actively, using you body language, as well as manage language and cultural barriers with local and remote teams.
Discover powerful tools for assessing difficult people and managing conflict without sacrificing your self-respect. Stay focused, respond positively to negative people and communicate more effectively with all types of problem personalities. You'll be more effective, valuable and promotable and much less stressed!
Management involves much more than overseeing the day to day aspects of running a department or managing a team, regardless of the industry. In today’s fast-moving world, many managers and supervisors are increasingly expected to deal with many human resource issues. For example, they may be asked to take part in developing job descriptions, sit in on interviews, or take responsibility for staff discipline.
The one-day Inbound Customer Service Excellence© seminar shows your
people how to use the telephone more efficiently and effectively so
that the impression each customer gets of your organisation and your
people is positive, polished and professional.
Emotional intelligence (EQ) is a hot topic in today's workplace. But knowing what EQ is and knowing how to use it are entirely different things. Emotional intelligence is composed of four flexible skills, based on a connection between what you see and what you do with yourself and others.
Most people have a love-hate relationship with company or business meetings, because they know the importance of meetings, yet find that their meetings usually tend to tie up more time than it is worth the effort to attend. This usually typical of people who often have to attend many meetings, but find that little is discussed or resolved during these meetings.
Do you wish networking with clients, managers and colleagues was easier? To grow your professional networks and get ahead in today's competitive business environment, you have to expand your personal and professional networks and relationships.
The one device that has made more impact within the corporate world than any other is the telephone. Yet while every desk has a telephone on it, few people have ever learnt how to truly maximise this essential tool for customer service and profit!
Whether you are negotiating the sale or purchase of millions of dollars worth of equipment, closing an important sale or encouraging your colleagues to meet their work goals, skillful negotiations will bring you both professional and personal success.
Unlike other changes that we go through constantly, our behaviour is something that does not tend to alter unless, even when it can be self-destructive. This is why many say that past behaviour is the best indicator of future behaviour.
Delivering exceptional service and support are vital to the success of any customer-focused organisation. The one-day Customer Service Excellence seminar shows each of your people the secrets and benefits of delivering truly outstanding customer service.
After all, no organisation can afford to frustrate internal customer or lose external clients because of average or poor service; but many do. However, studies show that the customers who feel they are treated well and are made to feel important are not only likely to do business with you again, but will become your best form of advertising!
Tiger Woods has a coach, so does every other world-class athlete. Today, leading organisations also realise that to bring the best out in their people, a coaching model is a proven way for producing increased productivity and
Coach - Role Model, Counselor, Supporter, Guide...
Performance reviews are an essential component of employee development in any organization. The benefits of a well-conducted performance review can be summed up by this quote from the German philosopher Goethe: “Treat people as if they were what they ought to be and you help them become what they are capable of being.”
The ability to speak confidently in public is partly a natural skill, but there are also many things you can do to improve your public speaking abilities. We have all experienced or felt the impact that a great speech can have on the impression and feeling people have towards the speaker and the topic.
Delegation is one of the hardest skills for a manager to master. However, the skill can be learned. 
One of the most common reasons why employees perform below their abilities and change jobs is the lack of motivation. In many cases, this has little to do with performance rewards or bonuses, because for most people, it is only one of many factors that influence the level of job satisfaction.
As a manager, your time and your resources are in constant demand. And while you know the importance of strategically managing and leading your team to achieve its corporate objectives, at the moment you find that too much of your time is spent working in your team and not on your team.
If the thought of conducting staff performance appraisals for your team members makes you a little nervous, you’re one of thousands of managers who feel this way. If handled incorrectly, performance appraisals can turn into heated confrontations and end in tears. But if managed well, a good performance appraisal with a team member will lead to increased productivity, higher efficiency, and a better working relationship.
Change is an inevitable part of everyday life whether we like it or not. While we cannot always avoid change, it is certainly possible to learn how to effectively deal with it, so that it results in minimal impact on your life. Those who are adept at managing changes are able to adapt quickly to different situations and environments, and they find few trouble negotiating what can often be difficult or demanding circumstances.
Let’s be honest, attending meetings is often a very frustrating and laborious experience (at least for result orientated people). While some meetings are useful and timely, others can be a complete waste of everyone’s time! Without effective “meetings” skills team building cannot possibly be achieved.
In today’s business environment, critical thinking and problem-solving skills are essential for individual, team and organisational performance and success. If a team or an individual fails to identify problems early, or doesn’t have the skills to resolve or fully capitalise on them, there can be serious and adverse effects or repercussions for their
It is natural during times of difficult to have moments of self-doubt, when we feel like we can’t do possibly do anything right and we wish we could find somewhere to hide or disappear altogether. In times like these, we draw on our perseverance and self-belief to fight through the challenges, because behind every cloud there is a silver lining.
Change Rule 1: Change is a natural and normal part of everyday life!
The "stress" epidemic is being called the #1 workplace health issue of the millennium. According to many of the world's leading authorities on stress, this single problem accounts for as much as 70% of all absenteeism in the workplace.
Email has become the most popular mode of business communication in Australia today. The conundrum that we all face is that in addition to making communication easier, the sheer volume and immediacy of email has made it a source of stress for many managers and staff. Are you or your people constantly facing growing inboxes of email that leaves you overwhelmed? Why was I sent this? Do I need to read that now? Am I to action this email now or later? Also, with the growing popularity of email-enabled mobile devices like the Blackberry, these frustrations only follow people home…. after hours!
If you are tired of applying dead-end solutions to recurring problems in your company, this two-day workshop should help you reconstruct your efforts and learn new ways to approach problem-solving, and develop practical ways to solve some of your most pressing problems and reach win-win decisions.
Imagine doubling, tripling or even quadrupling your reading speed - and making faster reading a permanent habit. Just think about the impact on your professional life if you could remember more of what you read - and remember it for longer.
Work is not the only thing that matters in life, but most of us want to take pride in what we do. 
We never stop learning how to improve our selling skills.