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Management Mastery Programs

Master the Art of Managing

If you want to be (and/or have) a self-starting manager and leader, strong, effective and committed to your organisation and to your customers, this masterclass is for you. It will provide a framework for consistent, effective and efficient management processes which will bring out the best in you and in your management team.

Module topics are:

  • Self-awareness
  • Strategy development and management
  • Leading your people
  • Customer experience management
  • Building and managing high performing teams
  • Managing your use of time

Designed to achieve tangible and measurable results for managers and leaders.

Core Management Skills

Management is about mastering a complex set of skills and achieving your goals through your people.  Whether you are new to management, thinking of applying for a management position, or want to develop yourself further as a manager, it’s important to stand back and reflect on your own management skills and competencies.

Central to being a good manager is knowing that you cannot change other people, but you can influence change in others through your own behaviour and actions.

Key topics covered over 2 days are:

  • The management model and key competencies
  • The art of delegation
  • Giving and receiving effective feedback
  • Communicating effectively
  • Motivating and leading your team
  • Dealing with conflict

Customer Service Management

With the increase in customer demands, technology and competition, customer service has become the most business-critical part of an organisation – it is the differentiator!

Your customers have expectations of what they will receive and how they will be treated in your organisation.  And YOU have set these expectations by publishing your promises of excellent service!  The big question now is ‘Are you in danger of over-promising and under-delivering?’

Key topics covered over 2 days are:

  • Customer service strategy and programme development
  • Customer relationship management
  • Measuring customer satisfaction vis.a.vis service standards
  • Setting and measuring customer service KPIs

Manage Conflict

Conflict is inevitable and needs to be managed effectively to lessen the negative impact on your customers and your other employees.  If you want to understand the cause of conflict and how to support your disruptive employees in managing and eliminating it, this programme will provide you with the required skills and techniques.

Key topics covered in 1 day are:

  • Your self-awareness, self-confidence and effectiveness as a communicator
  • Learn the key coaching skills to ensure employee buy-in to resolving the conflict
  • Understand the power of fairness and the role it plays in resolving or escalating conflict
  • Learn how to manage the different types of difficult people.

Manage Your Use of Time

There is NO such thing as ‘Time Management’ – despite the myriad of materials bearing this title!  Time is a finite resource which cannot be ‘managed’ by anyone – it is the same for all of us – 60 seconds in one minute; 60 minutes in one hour and 24 hours in one day.  This will never change.  What can change however, is how you manage your USE of your time – and this is fundamental.

Key topics covered in 1 day are:

  • Getting results oriented rather than activity oriented
  • Map your use of time to honestly understand where it is spent
  • Identify the time you ‘lose’ in the day and the financial cost of this to your organisation
  • The top six time thieves and how to manage them.

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For more detailed information or to discuss your organisation’s specific needs, contact me here

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