Making a difference through training
SERVICES SETA
Leadership skills
As current studies have shown the
greatest problem in modern companies
is the lack of effective leadership, we
seek to build core foundational principles
that will provide the platform for all
leadership skills acquisition.
Understanding that leadership is a skill as
technical as any other learned behaviour,
we seek to get each participant to look to
themselves to see what leadership skills
they currently have, what their current
leadership style is and what their current
leadership capacity is before providing
the leadership skills and tools needed
to build on their current skills set.
Course Content
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Characteristics of successful leaders
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Leadership balance wheel of characteristics
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Emotional intelligence and its effect on leadership
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Locus of control
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Self-thought & Leadership talk motivational cycles
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Self-management characteristics
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Understanding passion & Developing staying Power
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Leadership, believing in yourself & Setting goals
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Coaching model
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Personal development plans and their use in
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developing others
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Aligning the team to the organization
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Identifying leadership styles
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Using diversity in leadership positions
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How to develop a synergised team
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Understanding & applying motivation in a leadership
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context
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Creating sustainable team development plans
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Characteristics of effective leaders
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Leaders that know where they are going
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How to inspire others
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Leadership that sets an example
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Assertive leadership& How to get others to follow
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you in leadership
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Leadership communicating and its effect on others
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Creating leaders, not followers
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Dealing with conflict in leadership positions
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Leaders know how to affirm people
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Plan & organise in line with company objectives
meeting & Minute
Taking Skills
This training progam will provide
participants with an understanding of the function of minutes in meetings and knowledge of the rules regarding minutes. They will also understand what is required
of them before, during and after a meeting. The program equips them with the
necessary skills to compile notices, agendas and minutes in the correct format, using appropriate language and terminology.
Course Content
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The basic principles of meetings
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Organising a meeting
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Working with the chair person
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Confidentiality issues
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Roles and responsibilities of
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meeting participants
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Types of meetings
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Using formal procedure
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Dealing with routine business matters
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Meeting frequency options
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Meeting size
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Matching the purpose of a
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meeting to the type of meeting
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Valuable meeting terminology
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Notice of a meeting
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Drafting & distributing the Agenda of a meeting
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The purpose of minutes
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10 Skills required for taking minutes
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Types of minutes
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Before the meeting: Preparing for the meeting
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During the meeting
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After the meeting
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Coordinating the material
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Avoiding common pitfalls in written language
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Achieving accuracy, brevity and clarity
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Using the correct format, structure and style
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Producing minutes which satisfy
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their purpose and the readers’
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needs within an acceptable time frame
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Distributing minutes
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Follow-up actions
REport writing skills
This training progam will provide
participants with the knowledge and skills
to write reports in the correct format, using appropriate language and terminology.
Course Content
Planning the Report
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What is a Report?
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Different types of reports
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Common problems experienced when writing reports
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Define the Problem and the Purpose of the specific Report
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Define the Audience
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Decide on Central Ideas
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Collect, sort & evaluate Information
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Organise the Information
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Prepare the Outline
Organising the Report – the structure of the Report
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Report Sections
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Title Page
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Table of Contents
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Executive Summary
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Body of the Report
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Appendices
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Reference List/ Bibliography
Writing & presentation of the Report
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Using appropriate language
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Layout
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Proof-Reading
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Writing Checklist
The Final Report
General Management/
Administration
Management
This training progam will provide participants with the knowledge and skills to write reports in the correct format, using appropriate language
and terminology.
Course Content
Planning the Report
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What is a Report?
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Different types of reports
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Common problems experienced when writing reports
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Define the Problem and the Purpose of the specific Report
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Define the Audience
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Decide on Central Ideas
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Collect, sort & evaluate Information
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Organise the Information
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Prepare the Outline
Organising the Report – the structure of the Report
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Report Sections
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Title Page
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Table of Contents
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Executive Summary
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Body of the Report
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Reference List/ Bibliography
Writing & presentation of the Report
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Using appropriate language
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Writing Checklist
The Final Report
Excellent customer service
Customer Service is the very thing that sets your company above the rest! This training program will equip your staff with the necessary skills to provide friendly and
effective customer service and enhance
your company image. This has the
all-important benefit of increasing customer loyalty, and over time, increasing your company’s sales
and market share.
Course Content
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Explaining customer service
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Engaging in interaction with a customer
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Effective verbal and non-verbal communication
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Interpreting body language in a business environment
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Using the correct body language
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Processing a customer query in order to respond to a customer need
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behavior in a business environment
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Keeping your cool in difficult circumstances
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Closing an interaction professionally
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Assessing personal behaviour against business requirements
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Identifying and addressing self-development needs