Instructor Led Action Ltd Training

A Credit & Collection Workshop/ How to Collect MONEY! DO YOU OR YOUR STAFF WANT OR NEED TO KNOW MORE ABOUT THE EFFECTIVE COLLECTION OF YOUR ACCOUNTS? Strong Negotiation Skills Excellent Telephone Techniques Pre and Post Call Action Effective Communication Skills Understanding the reasons why accounts become overdue and the psychology of debtors. These skills, and much more, will all be revealed during the following Seminar  more...

Understanding the Legal Processes in the Collection of YOUR Debts DO YOU OR YOUR STAFF WANT OR NEED TO KNOW MORE ABOUT THE LEGAL PROCESS IN THE RECOVERY OF YOUR OVERDUE ACCOUNTS? nWhat are the steps? How long is it going to take? What is it going to cost? How can I maximise my rate of recovery? How can I recover all of the costs + interest? How can I get the best out of my collection agency / legal counsel? The answers to all of these  more...

ROAD MAP TO SUCCESS climb the magic ladder of success 'ROAD MAP TO SUCCESS' climb the magic ladder of success Enhance your personal productivity and of your work place THE ROAD MAP REALISE your potential as an individual. ORIENT your thinking and get focused. AWARENESS of the process and skills necessary to attain goals. DEVELOP greater self confidence. MOTIVATION for smart goal setting and preparing plan of action. ASSERTIVE behavior and  more...

Effective Minutes Writing 5 6 Dec 2012 Minutes are not just for the record; very often, it is also the basis for action and decisions. Many of us may have been asked to take minutes of meeting although we may not be the meeting secretary. The task of minutes writing is no longer reserved for secretaries or personal assistants only. Any person who attends a meeting may be asked to take up this important task. As minutes provide  more...

Managing Challenging Customers Professionally 28 29 Nov 2012 Do you have to face demanding and unreasonable customers who drive you up a wall? Are you finding it impossible to keep your cool when interacting with such difficult customers? Managing challenging customers is a fact of life for customer service personnel. It is not uncommon to meet customers who are rude, frustrated or angry. Failing to manage them properly will not only result in the loss  more...

Customer Service Tool Kit Perfect Phrases in Practice 11 Oct 2012 Communication is a key to customer service success. Most of us are able to recognise that the words and tone we use can impact how others perceive us. But still, many customer service personnel are unable to choose the right phrases and set the right tone in their day-to-day interactions with customers. As a result of such lack in communication skills, customers may be offended and leave for good.  more...

Coaching for Peak Performance 10 Oct 2012 Effective management is about coaching and motivating your staff to achieve personal excellence and satisfaction in their work. Effective coaching will help to grow your staff's potential and develop cohesion and trust among your team members. Therefore, being a good coach will help you create a happy and high performance team. This one day course will point out all the essentials in how  more...

Handling Grievance Discipline Termination Dismissal 16 17 Oct 2012 All managers, supervisors and team leaders have to face up to difficult employee situations at one point or another in their career. This workshop aims to enable you with the skills to handle grievance and disciplinary actions, such that difficult employee situations can be turned around to become opportunities to enhance employee performance. When the situation warrants termination and  more...

Conducting Performance Appraisal Sessions Successfully 3 Oct 2012 Performance appraisal is an unavoidable supervisory activity as employees look forward to understand how their superior views their performance. Linking performance appraisal to rewards makes the session even more sensitive to handle. Just how can the appraiser handle such a delicate situation with control and confidence? How can the appraiser deal with different employee styles? How can the  more...

Essential Skills for Managers 18 19 Sep 2012 A manager's job is varied and complex. To complete their daily duties and responsibilities, they will need technical, people and conceptual skills. A lot of people are well-equipped with the technical skills but lack of the people aspects. In this highly interactive 2-day training, the participants will learn how to communicate, motivate and lead his team. Managers with good people skills  more...

Managing Challenging Customers Professionally 25 26 Sep 2012 Do you have to face demanding and unreasonable customers who drive you up a wall? Are you finding it impossible to keep your cool when interacting with such difficult customers? Managing challenging customers is a fact of life for customer service personnel. It is not uncommon to meet customers who are rude, frustrated or angry. Failing to manage them properly will not only result in the loss  more...

Recruitment Interview and Selection Techniques 4 5 Sep 2012 The purpose of recruitment interviews is to find the best match candidate. However, general questions illicit general answers. Close-ended questions illicit model answers. Just how can an interviewer apply tried and tested questioning techniques to obtain relevant evidence from the candidate within one hour of an interview? Established techniques such as competency-based, behavioural-based and  more...

Effective Minutes Writing 1 2 Aug 2012 Minutes are not just for the record; very often, it is also the basis for action and decisions. Many of us may have been asked to take minutes of meeting although we may not be the meeting secretary. The task of minutes writing is no longer reserved for secretaries or personal assistants only. Any person who attends a meeting may be asked to take up this important task. As minutes provide  more...

Customer Service Tool Kit Perfect Phrases in Practice 13 July 2012 Communication is a key to customer service success. Most of us are able to recognise that the words and tone we use can impact how others perceive us. But still, many customer service personnel are unable to choose the right phrases and set the right tone in their day-to-day interactions with customers. As a result of such lack in communication skills, customers may be offended and leave for good.  more...

Coaching for Peak Performance 11 July 2012 Effective management is about coaching and motivating your staff to achieve personal excellence and satisfaction in their work. Effective coaching will help to grow your staff's potential and develop cohesion and trust among your team members. Therefore, being a good coach will help you create a happy and high performance team. This one day course will point out all the essentials in how  more...

Managing Challenging Customers Professionally 31 May - 1 June 2012 Do you have to face demanding and unreasonable customers who drive you up a wall? Are you finding it impossible to keep your cool when interacting with such difficult customers? Managing challenging customers is a fact of life for customer service personnel. It is not uncommon to meet customers who are rude, frustrated or angry. Failing to manage them properly will not only result in the loss  more...

Conducting Performance Appraisal Sessions Successfully 8 June 2012 Performance appraisal is an unavoidable supervisory activity as employees look forward to understand how their superior views their performance. Linking performance appraisal to rewards makes the session even more sensitive to handle. Just how can the appraiser handle such a delicate situation with control and confidence? How can the appraiser deal with different employee styles? How can the  more...

Essential Skills for Managers 24 25 May 2012 A manager's job is varied and complex. To complete their daily duties and responsibilities, they will need technical, people and conceptual skills. A lot of people are well-equipped with the technical skills but lack of the people aspects. In this highly interactive 2-day training, the participants will learn how to communicate, motivate and lead his team. Managers with good people skills  more...

Handling Grievance Discipline Termination Dismissal 22 23 May 2012 All managers, supervisors and team leaders have to face up to difficult employee situations at one point or another in their career. This workshop aims to enable you with the skills to handle grievance and disciplinary actions, such that difficult employee situations can be turned around to become opportunities to enhance employee performance. When the situation warrants termination and  more...

Developing People for Excellence Developing People for Excellence A 2 - day non - residential Video - based programme for Senior / middle managers True leadership is about creating leaders at all levels in an organization: unfolding of potential. It requires deeper understanding of one's role. Developing People for Excellence is designed to enable participating managers to enhance their competencies  more...