C.2.1 Leading and Supporting Meetings
C.2.2 Business Intelligence
C.2.3 Social Excellence
C.2.4 Professionalism in Action
C.2.5 Executive Management Skills
C.2.6 Working Together For Results
C.2.7 Excellence on the telephone line

C.5.1 Cultural Diversity
C.5.2 Entrepreneurial Skills

C.6.1 Strategic Finance for Managers
C.6.2 Introduction to Business Finance and Accounting
C.6.3 Finance for Non-Financial People
C.6.4 Managing Your Personal Finances

• Conducting effective facilitation sessions with different levels of management
• Communication in an assertive manner
• Handling conflict situations
• Applying conflict resolution skills by using Transactional Analysis skills
• Building a company specific facilitation model for the future
• Building commitment and synergy with teams and groups
• Coordinating and manage meetings to achieve the original goal of the session
• Understanding small group discussion and directing behaviour in order to achieve results

• Establish own Emotional Intelligence
• Profile with the Meyers-Briggs Type Inventory
• Implement leadership skills into the contest of change and the future
• Conducting effective coaching and counselling interviews
• Reading and interpreting different types of financial statements and balance sheets
• Conducting effective problem solving sessions
• Handling conflict situations with confidence and negotiate the win-win situation

• Building teams to meet set goals and values  
• Appling problem solving strategies   
• Understanding transformational leadership   
• Managing individual and team performance  
• Engaging in sustained oral communication and evaluate spoken estates         
• Planning and conduct meetings
• Using communication skills to handle and resolve conflict in the workplace   
• Motivating a team   

C.1. 4 Coaching: Executive; Business; Life

Coaching consists of a series of conversations between a Coach and the coachee.  The conversations are geared to benefit the coachee’s growth.  Our process is non-directive where the coachee is looked upon as the expert in knowing what is needed.  Through questioning the Coach assists the coachee to find the answers being sought.

Executive Coaching
An Executive Coach works with senior level executives as a strategic partner.  The Coach guides his coachee to implement state-of-the-art communication skills, management and leadership skills, organizational skills, innovative thinking as well as an ability to inspire trust and commitment to action.

Life Coaching
Life Coaches work with anyone on a wide range of topics, from improving relationships to improving monthly income. 

Business Coaching
Business Coaches usually work with supervisors, middle managers, business owners and managing directors of SMMEs  (small, micro, medium enterprises) to make them more successful.  The work includes defining goals, creating business plans, developing marketing plans and reviewing company/department results.   Business Coaches can act in several capacities, fulfilling the roles of consultants, mentors and coaches.)

• Developing, implementing and managing a project/activity plan
• Implementing a generic communication strategy
• Monitoring the handling of customers by front-line customer service agents
• Managing customer requirements, needs and implementation plans
• Identifing and managing areas of customer service impact
• Monitoring customer satisfaction

• Confronting and resolving team conflict effectively
• Understanding the primary causes of conflict within teams
• Understanding the five models of conflict resolution
• Using the five-step communication model for effective communication during conflict resolution  

• Describing and applying the management functions of an organisation
• Managing time and the work processes in a business environment
• Setting, monitoring and measuring the achievement of goals and objectives for a team, department, division within an organisation
• Applying problem solving strategies 
• Conducting a formal meeting           
• Engaging in sustained oral communication and evaluate spoken texts             
• Responding critically yet sensitively as a listener
• Controlling individual or team members activities

• Applying creative concept-mapping and thinking processes to writing
• Incorporating reader-friendly principles for clear writing
• Selecting effective structures for reports, routine correspondence, and e-mails
• Using effective graphics, presentation formats, and illustrations
• Packaging the final product with the finishing touches of the professionals
• Techniques for effective presentations and general positive communication      

• Taking notes effectively
• Knowing correct meeting procedures
• Drawing an effective Agenda
• Understanding each person’s role at the meeting
• Keeping quality records

• Understanding the evolution of the economic system
• Understanding productivity
• Understanding the interdependence of Commerce and Industry
• Understanding the factors that influence the rate and flow of goods and services
• Understanding inflation
• Understanding companies, the stock exchange
• Understanding banking
• Understanding the role of Government
• Understanding international trading
• Knowing about globalisation

• Knowing what is ‘Etiquette”
• Knowing how to introduce people to each other
• Knowing how to entertain and dine out with poise and grace
• Knowing how to start a conversation
• Knowing telephone and cell phone etiquette   

C.2.4 Professionalism in Action

• Identifying competencies for the new workplace
• Mobilising potential with effective communication
• Tuning in to the dynamics of the business environment
• Fulfilling the secretarial mission
• Operating effectively with information technology
• Mastering time
• Being inspired to make a significant difference
• Sharing expertise for best practices
• Identifying work values that impact on priorities and choices
• Gaining skills for the giving and receiving of feedback with maturity and dignity
• Positioning secretarial excellence on the telephone
• Leveraging motivation and resources for the challenges ahead

• Strategising and planning
• Designing project task lists and procedures
• Setting realistic goals to meet objectives
• Identifying and positioning resources
• Working effectively with different styles
• Allocating tasks effectively
• Inspiring creativity
• Leading others in team discussions
• Putting self-checks in place that ensure quality results

• Understanding the best approach for working together for results
• Understanding requirements and responses to time and conflict management
• Understanding requirements for decision making and conflict delegation
• Understanding synergising mutual strengths and complementing limitations
• Creating a dynamic and effective work team.  

• Knowing telephone and cell phone etiquette 

• Acknowledging callers and keeping them informed of reasons for delays
• Applying telephone etiquette on answering calls, transferring calls and making calls
• Understanding the role of body language
• Dealing with abusive callers
• Preparing documentation and equipment prior to making any outgoing calls
• Deciding whether to help or to transfer a customer’s
• Transfering the caller to  another person more able to assist
• Taking messages for others in the organization

• The service challenge
• Keys to service
• Steps to service
• Extraordinary service opportunities

• Service excellence and the service challenge
• Customer contact
• Key principles of interaction
• Service delivery steps and checks
• Handling difficult customers and unusual situations 

• Applying professional selling techniques
• Directing the behaviour of aggressive clients and to bring them to the buying point
• Managing objections and close the sale
• Selling features and benefits more directly
• Managing time in the work situation
• Using techniques to determine what is important and urgent
• Working as one team and managing stress level

• Welcome to South Africa
• An overview of diversity
• Stereotyping
• Ethno-cultural drivers
• Change of mind-set and the organisation
• Sensitising the organisation
• Equal opportunities for all

• Introduction to entrepreneurship
• Profile of the entrepreneur
• Writing a business plan
• Forms of business
• Sources of finance
• Managing your own business

C.6.1 Strategic Finance for Managers

• Measuring financial performance (finance fundamentals, financial terminology, financial reports, annual reports, ratio analysis)
• Financial analysis and budgeting (OPEX, costing and pricing decisions)
• Long-term investment decisions (CAPEX, value management)

• Draft financial statements
• Apply the concept of management accounting techniques in an advanced manufacturing environment
• Basic accounting practices
• Process data using information technology
• South African legislation relating to accounting functioning

• Business finance and accounting basics (basic accounting principles, cost behaviour and classification, preparing financial statements)
• Financial analysis and budgeting (analysing the balance sheet and income statement, preparing short-term and long-term budgets) 

• Financial planning and budget management (personal financial planning process, debt management, personal financial calculations)
• Personal investments and contracts (personal investment planning, contracts)
• Budgeting: Planning, Selling and Controlling
• Management of Working Capital
• Cost Analysis and Credit Control
• Management of Risk
• Cash Flow Analysis
• Financial Analysis