Page 75 - Linkline Yearbook 2017

Project Management
2 Days (or 4 Evenings)
Project Management can often be a complex process and it is important not only to have a model to follow but to select a project management model which is thorough and easy to grasp for both the project manager and the stakeholders. The project management model should be fundamentally systematic with mechanics which ensure success. This course will be delivered
as an interactive workshop in six modules and will build project management skills through the use of the Berenschot Model of Project Management which presents four speci c dimensions necessary to de ne, start up, maintain and manage the execution of any project.
Effective Time Management 1 Day
The aim of this practical and interactive one day workshop is to help sta and managers achieve a greater appreciation of the importance of taking control in managing their time so that they can get the best out of their day, increase productivity, reach their objectives and improve their work/life balance. Participants will learn the necessary skills to help them analyse their time, improve their daily activities using practical tools and by creating new habits to help them plan, prioritise, and delegate their tasks and activities each day. The course is designed for managers and sta working in all areas of the business – customer service, administration, sales, reception, accounts to name but a few.
Performance Management 2 Days
The aim of this two-day programme is to ensure participants understand the performance management process in the company and are fully equipped to deliver it. This highly interactive programme will involve role-plays, case study analyses, group exercises and self-assessment questionnaires. This helps maintain the energy and enthusiasm of the participants and at the same time appeals to di erent individual learning styles.
Supply Chain Management 4 Days (or 10 Evenings)
This programme is delivered in ten sessions covering: evolution of logistics, supply chain integration procurement to end user, warehouse management, road transport management, customer service and integrated marketing strategies, ICT business development using the internet, developing employee excellence, and legal and nancial implications of supply chain management.
Presentation Skills
2 Days (or 4 Evenings)
This course will be delivered as an interactive workshop in four modules, allowing for the full involvement of participants in developing and delivering presentations. E ective presentations are dependent on two primary components:
1) Secure level of con dence of the presenter.
2) Presentation content designed with a rm purpose.
Objectives:
• To develop competencies in the development and delivery of presentations. • To expand knowledge in the process and nature of e ective communication. • To enhance the individual’s personal con dence.
• To enhance the individual’s ability to connect positively with an audience.
• To provide experience in the use of presentation tools.
Customer Services/ Customer Complaint Handling
1 Day
The aim of this workshop is to help sta develop a greater understanding of the importance of communicating e ectively with customers both on the telephone and on a face to face basis. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and e ectively deal with complaints in a calm and assertive way, without react- ing inappropriately, resulting in satis ed and loyal customers. The course is designed for all who work directly with customers on the telephone or face-to-face, includes managers, eld support, administrators, reception, managers, and customer service.
Handling Inbound Sales Enquiries
1 Day
The aim of this workshop is to help sta gain a greater understanding of the importance of making great rst impressions each time a customer calls into the business with a telephone sales enquiry. Participants will learn to enhance their communication skills so that they can build con dence with customers, manage their expectations and in uence the customer by either handling the call or guiding them to the right person, thereby helping the company to increase sales whilst building valuable customer relations. The course is designed for all sta who answer the telephone handle incoming customer sales enquiries and other sales related queries.
Cold Calling & Appointment Making Skills 1 Day
The aim of this one-day workshop is to help sales sta achieve a greater appreciation of the importance of cold calling and to become more e ective in their ability to communicate and in- uence customers using the telephone to sell. Participants will gain an awareness of customer’s expectations, learning to develop the necessary skills to use telephone, to overcome reluctance, deal with rejection and e ectively cold call to make appointments and close sales. Participants include any sales sta making outgoing cold calls. One-to-one follow-up mentoring is available to participants in real life situations, guiding and reviewing their progress whilst making calls.
The CharTered InsTITuTe of LogIsTICs & TransporT 75
CILT SKILLNETS