Workshops

We offer the following non accredited Workshops

These workshops are all non-accredited and a certificate of attendance is issued.

All training is done virtually and are either one day or half-day sessions.

Day sessions commence at 08h30 and ends at 15h30.

Half-day sessions commence at 08h30 and ends at 12h00.

All learning material is supplied as a PDF.

Telephone Etiquette

This is a one-day training programme covering:

Employ Effective telephone etiquette

  • Introduction
  • Telephone etiquette
  • Etiquette and answering procedures
  • Barriers to communication
  • Confidentiality and discretion
  • Putting the caller on hold

Answer telephone according to organisational standards

  • Answering the telephone according to organisational standards
  • Answering promptly and according to organisational
  • Acquiring the caller information

Process incoming calls according to organisational standards

  • Processing incoming calls
  • Redirecting a call and managing multiple calls
  • Screening calls
  • Taking a message
  • Obtaining further assistance

Process outgoing calls in accordance with organisational requirements

  • Process outgoing calls
  • Obtaining the necessary information and documentation for a call
  • Dialling the correct number
  • Stating the purpose for the call
  • Outcome of the call
  • Leave a message

Please contact training@enjoconsultants.co.za for bookings

Reception Duties

This is a half-day training programme covering:

Receive Visitors in Accordance with Organisational  Requirements

  • Introduction
  • Receiving visitors according to organizational requirements

Process Visitor Requirements According to Organisational Procedures

  • Processing visitor requirements
  • Documents

Direct Visitors According to organisational Requirements

  • Direct visitors according to organisational requirements

Please contact training@enjoconsultants.co.za for bookings

Minute Taking

This is a half-day programme covering:

The Agenda

  • The advantages of a well-constructed agenda
  • Matters on the agenda
  • Sources of agenda matters
  • Producing an agenda

The Minutes

  • Types of minutes
  • The importance of accurate recording and producing of minutes
  • The distribution list
  • Methods of distributing minutes
  • Reasons for distributing minutes promptly

Taking Minutes of Meetings

  • How to write minutes:
  • Resources and items to include
  • Identifying attendees
  • The characteristics of good minutes

Contact training@enjoconsultants.co.za to book

Customer Service

This is a half-day training programme covering:

Implement Customer Service Standards in Accordance with the Prescribed Organisational Requirements

  • “Moments of truth” are explained based on their impact on customer impressions.
  • Service standards are identified as required by the organisation.
  • Service standards are evaluated in terms of existing service delivery.
  • A comparison between existing and required service standards is conducted, and gaps are identified according to organisation’s procedures.

Improve Customer Service Standards

  • An action plan to improve service standards is developed within the constraints and priorities of the organisation.
  • The action plan is communicated to all role-players within agreed timeframes and meets organisational specifications.
  • The success of the action plan is evaluated and adapted according to identified requirements.

Oversee The Handling of Customer Queries and Complaints

  • The procedures for handling queries and complaints are explained according to organisation’s policy and procedures.
  • The handling of queries and complaints is monitored and evaluated against the organisation’s requirements.
  • Non-compliance with standards is identified and corrective actions are taken /suggested in accordance with organisation’s policy.

Contact training@enjoconsultants.co.za to book.

Business Etiquette

This is a one-day training programme covering:

Interacting with an Audience

  • Introduction
  • The communication process
  • Functioning in groups
  • Meetings and meeting procedures
  • Debates and negotiations
  • Conclusion

Preparing for the Presentation

  • Introduction to presentations
  • Planning for formal presentations
  • Structuring your speech
  • The use of visual aids
  • Audience interaction and continuity
  • How do I sequence my presentation information?
  • Conclusion

Use Language Manipulation to Engage your Audience

  • Introduction
  • Manipulative language
  • Persuasive language features
  • Point of view

Administration and Etiquette of Meetings

  • Start with a plan
  • Present for focus
  • Bringing the group back
  • Wrap it up
  • Five simple steps to more effective meetings
  • Templates used for meetings
  • The agenda
  • Minutes of the meeting
  • Attendance register
  • Conclusion

Please contact training@enjoconsultants.co.za for bookings

Assertiveness

This is a one-day training programme covering:

Understanding Assertiveness and Self Image

  • Defining assertiveness
  • Assertiveness and self-image

Assertiveness and Communication Style

  • Assertiveness and communication
  • The communication process
  • Listening skills
  • Principles of constructive feedback

Assertiveness and Conflict Management Style

  • Introduction
  • Defining conflict
  • Assertiveness and conflict management style
  • Positive and negative characteristics of conflict in the workplace
  • Organisational conflict modes
  • Communication skills to manage conflict
  • Conflict resolution

Techniques to Improve Assertiveness

  • Assertive behaviour
  • Improving assertiveness by improving communication skills
  • Basic assertiveness techniques

Contact training@enjoconsutats.co.za for bookings

Business Writing Skills

This is a one-day training programme covering:

Use Of Appropriate Language in Written Correspondence

  • Introduction
  • The 7 c’s of effective communication
  • How to identify inappropriate language
  • Simplifying
  • Three stages of writing
  • Spelling
  • Conclusion

Drafting business letters and e-mails

  • Introduction
  • Beginning the letter
  • Composing the body of the letter
  • Finalise the letter
  • Conclusion

Handling Enquiries and Providing Factual Feedback

  • What customers want
  • Personal interaction with customers
  • External enquiries, requests and complaints
  • Behavioural styles of customers
  • Never take complaints personally
  • Long term customer service and maintenance after solving problems
  • Conclusion

Contact training@enjoconsultants.co.za for bookings.

Emails and Email Etiquette

This is a one-day training programme covering:

Concepts and Terms of Electronic Mail

  • Introduction to electronic mail
  • The structure of an email address explained
  • Email etiquette
  • The benefits of email
  • Limitations and legislations

Create and Receive Mails

  • Opening and closing electronic mail
  • Recipients
  • Message subject
  • E-mail manipulations and error checking
  • E-mail attachments
  • Deleting attachments
  • Connection with internet service provider.
  • Email is sent to recipients
  • Electronic mail application is closed

Receive and Respond to E-Mails

  • Senders are identified
  • Content of incoming mail is displayed
  • Precautions to receiving e-mails
  • Received e-mails are viewed
  • Attachments are processed
  • E-mails are highlighted according to specifications
  • Multiple ways of responding to an e-mail

Contact training@enjoconsultants.co.za for bookings.

Tendering for Business or Work

This is a one-day training programme covering:

Procuring and Reviewing Tendering Documents

  • Introduction to tendering
  • Tender work prospecting
  • Public sector tenders
  • Procuring a tender document
  • Reviewing a tender document
  • Joint contracts
  • External resources and expertise

Preparing and Completing a Tender Document

  • Information from bidders’ meetings and tender documents
  • Tender requirements
  • The work breakdown and product itemisation
  • Calculating unit costs
  • Profit mark-ups
  • Completion of the schedule

Submitting a Tender Document

  • Completing tender documents
  • Submitting tender documents

Contact training@enjoconsutats.co.za for bookings

Customer Queries and Complaints

This is a half-day training programme covering:

Understanding Customer Queries and Complaints and Resolve Them According to Company Policy and Procedure

  • The steps to take when dealing with customer queries and complaints
  • Resolving customer complaints

Interact With Internal/External Resources and Authorise Escalated Transactions

  • Interact with internal and external resources
  • Escalating a complaint and obtaining authorisation

Contact training@enjoconsutats.co.za for bookings

Introduction to a Budget

This is a half-day training programme covering:

Introduction to a Budget

  • The importance of managing personal finances
  • Socio-economic circumstances in South Africa
  • The importance of having a good credit rating
  • The risks, pitfalls, limitations and unforeseen events that affect a budget
  • Personal financial goals
  • The difference between “wants” and “needs”
  • Identify and list personal wants and needs
  • Plan and record personal goals
  • Achieve personal financial goals
  • Basic financial terminology
  • Formal financial institutions and their services
  • Informal financial institutions and their services
  • Ways to save money
  • Ways to generate extra money
  • Develop a personal and/or family budget
  • List items on a personal and/or family budget
  • Prioritise items on a personal and/or family budget
  • Write down the budget
  • Check personal and/or family expenses and income
  • A plan to adjust income and expenses

Contact training@enjoconsultants.co.za to book

After Sales Customer Service

This is a half-day training programme covering:

After Sales Customer Service

  • Identify the nature of a variety of customer queries
  • Introduction
  • Greet and acknowledge the customer
  • Confirm the customer’s identity and authority on the account
  • Questioning skills
  • Active listening techniques
  • Take ownership of the query
  • Discuss and propose possible options and solutions
  • Identify and propose alternatives and the implications of each alternative to the query
  • Supply specific information requested
  • Recognise and present cross-selling opportunities
  • Reach a verbal contract
  • Attend to the customer query
  • Reach agreement to a specific solution
  • Record customer requirements
  • Attend to customer requirements
  • Confirm client satisfaction verbally
  • Obtain customer ratings

Contact training@enjoconsultants.co.za to book.

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