Zanzi Training Services
- The style of delivery will be participative, open and flexible to meet the needs of the delegates in half or full day programmes
- In addition to the material in the sessions, time will be allowed for open discussions to allow delegates to share their thoughts and experiences, and practice the skills they have learnt in work based scenarios
- Time will also be given to allow the delegates to individually plan how they will commit to ensuring their learning will convert practically into the workplace
Please click on the headings below for a brief summary of the expected outcomes of each Training Session:
Assertiveness and self confidence
By the end of the session, delegates should be able to:
- Describe what Assertive behaviour looks like
- Understand the three key behaviour styles of Passive/Assertive and Aggressive
- Understand which behaviour is their personal preference
- Demonstrate Assertive techniques
Attendance Management and Counselling Skills
By the end of this training session, delegates should be able to:
- Understand the process of Attendance Management
- Describe the purpose and key elements of ‘Return to work Interviews’
- Demonstrate the key skills of conducting a ‘Return to work Interview’
- Describe the process for managing a poor performer
- Prepare for a Counselling Interview
- Demonstrate how to conduct an effective Counselling Interview
Coaching Skills
By the end of this training session, delegates should be able to:
- Describe what coaching is, its role and benefit in the workplace
- Explain the essential skills that are required for effective coaching
- Explore coaching as a mindset and how this applies to practical situations at work
- Demonstrate how to conduct an effective coaching session
Communication Skills
By the end of the session, delegates should be able to:
- Define communication and its role within the workplace
- Demonstrate the core Communication Skills of Active Listening and Asking the right Questions
- Understand that ‘actions speak louder than words’
- Behave to consciously build rapport
Conflict Management
By the end of the training session, delegates should be able to:
- Understand their own conflict style
- Recognise the conflict style of others
- Assess conflict situations
- Practice using different conflict modes
Customer Service
By the end of the session, delegates should be able to:
- Describe who their Internal and External Customers are
- Understand the benefits of Customer Service to their Company
- Demonstrate the core skills of Customer Service
- Manage Customer Complaints professionally
Disciplinary Training
By the end of this training session, delegates should be able to:
- Identify alternative ways to manage performance
- Understand the disciplinary process
- Demonstrate how to conduct effective disciplinary interviews for Procedural Dismissal
Goal Setting
By the end of the session, delegates should be able to:
- Identify and describe their current personal goals
- Start their journey towards achieving their personal goals
- Understand and describe the SMART goal setting criteria
- Demonstrate how to apply the SMART Goal Setting criteria to activities in the workplace
High Performing Teams
By the end of this training session, delegates should be able to:
- Describe what a ‘High Performing Team’ looks like
- Understand the key points to selecting a team members
- Give examples of team building activities
- Describe the stages of successful team development
- Identify barriers to team effectiveness
Managing and Motivating a Team
By the end of the session, delegates should be able to:
- Describe the difference between Managers/ Leaders
- Have increased awareness of their own personal management style
- Understand how to apply appropriate management/ leadership behaviours towards individuals and teams
- Understand the Key Motivators to team members
Managing Change
By the end of this training session, delegates should be able to:
- Understand the impact of change on self and team members within the workplace
- Describe ways of dealing with change
- Determine appropriate tools to overcome resistance to change
- Demonstrate different processes of managing change effectively
Managing Meetings
By the end of the session, delegates should be able to:
- Define Objectives for a meeting
- Have clear guidelines for both the preparation and structure of a meeting
- Understand the role of a ‘meeting leader’
- Use appropriate styles of leadership to control a meeting
- Have defined guidelines for effective participation at meetings
Managing Poor/Good Performance
By the end of this training session, delegates should be able to:
- State the benefits of effective feedback
- Prepare to give feedback
- Describe the models for giving feedback for poor performance and good performance
- Receive feedback openly
- Demonstrate how to give constructive feedback
One to One and / or Group Training Skills
By the end of the training session, delegates should be able to:
- Describe how people learn, and how this information can be used when planning and carrying out training sessions
- Explain the key stages in structuring a training session
- Describe techniques for maintaining interest in training sessions
- Describe how key skills and effective visual aids can impact on the success of a training session
- Demonstrate a formal training session using appropriate skills
Performance Management
By the end of the session, delegates should be able to:
- Understand the purpose and structure of a Performance Review
- Prepare to carry out an effective Performance Review
- Understand and demonstrate the skills involved in conducting Performance Reviews in an honest, constructive and motivational way
- Demonstrate how to give constructive feedback to both poor and good performers
- Understand the SMART Objective setting process
Personal Development Planning
By the end of this session delegates should be able to:
- Consciously reflect on their own skills and behaviours
- Get feedback from customers or other team members in a straightforward manner
- Review their personal interests both in and out of work
- Reflect on past successes and struggles
- Benchmark against other people, competitors, books, job profiles etc.
- Consider changing skill requirements of current or future roles
Recruitment and Selection
By the end of the session, delegates should be able to:
- Have a basic understanding of how the law affects selection interviewing
- Understand how to prepare, structure, conduct and feedback selection interviews
- Demonstrate key interviewing skills
The Art of Framing Anger
By the end of the course, delegates should be able to:
- Describe what 'Anger' is - how we can recognise it in ourselves and in others
- Meet their Anger, and fully describe its' characteristics, personality and triggers
- Understand their relationship with their Anger, and both the physical and emotional effect it can have
- Implement personal, practical strategies to manage their Anger effectively, to the benefit of themselves and others
The Art of Leadership
By the end of this training session, delegates should be able to:
- Describe the role of a leader in today’s working environment
- Understand the specific behaviours that are essential in successful leaders
- Understand the concept of Mental Toughness
- Define their own personal vision
- Implement four key strategic steps to business planning and doing
Time Management/ Personal Organisation
By the end of this session, delegates should be able to:
- Identify their own personal work practices to successfully organise themselves
- Understand their ‘time management type’ and how to resolve issues generated by this
- Determine the difference between efficiency and effectiveness in particular in relation to business goals and objectives
- Learn how to prioritise tasks and to allocate time
- Use positive communication skills and assertive behaviours to drive the desired outcome
- Explore delegation skills to ensure that tasks are completed to the require standard by the required time
Please accept my personal thanks for the invigorating, interesting, challenging, informative and most enjoyable Management Training. Zanzi's mix of learning methods kept the training very memorable allowing me to recall the essential facts, hints and techniques without effort therefore adapting my behaviour appropriately. This should make it easier to retain the information and incorporate into the normal way of working. Lisa Mckay - International Business Manager.