Training

In today’s market, organizations are challenged to be as efficient as possible in delivering their products and services. This requires attention to product and services, quality, good market and sales practices, excellent customer service and effective internal procedures. Top organisations constantly strive to find a balance between consistency and creativity. To achieve this, the organizations depend on their greatest asset - Their "Human Capital".

 At Stern & Kay Consulting Limited, we provide services to help in striking the balance by recruiting, training and developing the right caliber of personnel for organisations.

 See list of our training courses below:

 RELATIONSHIP MANAGEMENT

• Nurturing Customer Relationship
• Building Long Term Quality Relationship & the Bottom Line
• Creating Value
• Enforcing Relationship through the Back Office

·         The Value Chain

·         The Magic of Team Work

NEGOTIATION SKILLS

·         How to Create the Proper Atmosphere for Negotiating.

·         An introduction to Planning Your Strategy.

·         Choosing Your Strategy.

·         Adapting Your Strategy.

·         Clarifying Your Strategy.

·         Negotiating with Clients.

·         Negotiating as a Professional.

·         Self Awareness.

·         Effective Communication.

·         Tips on negotiating strategies.

BALANCE SCORECARD

Why we use the Balance Scorecard

·         Cause and Effect

·         4 perspective of a Balance Scorecard

·         Strategic themes

·         Translating strategy into operational objectives – Strategy Maps

·         Measurement and target setting

·         Aligning the organisation to the strategy

·         Business unit functional support and personal scorecards

·         Balanced scorecard development process

·         Balanced scorecard implementation

·         Managing for results with a Balanced Scorecard

·         Aligning incentive schemes

·         Aligning Budget/Resource Planning

·         Balanced Scorecard and the management of change

DEFENSIVE DRIVING

Creating awareness on defensive driving for safety

I.       The Driving Reality!

·         Your Driving World

·         Defining Defensive Driving

·         The DDC Collision Prevention Formula

·         Pet Peeves

·         The Cost of a Crash

      II         Driving the Road Less Traveled?

·         The Fatal Four

·         Speeding, Right-of-Way

·         Driving Left of Center,

·         Tailgating            

·         Aggressive Driving & Road Rage

·         Maintaining Self Control

 III.     Drive to Stay Alive!

·         Driver Conditions

·         Fatigue, Distractions, Impaired Driving, Physical Conditions

·         External Conditions

·         Light, Weather, Road, Traffic

·         Substance Abuse

 IV.     You, Your Vehicle and the Law

·         The Dynamics of a Crash

·         Occupant Restraints

·         Vehicle Maintenance

·         Vehicle Malfunctions

·         What is the Law?

·         Zero Tolerance

·         Post Test

SUPERVISORY SKILLS

The Manager as a leader

§  Outlining the qualities of an effective leader.

·         Principled centered Leadership.

·         Human Relations – handling people well.

·         The Role and responsibilities of a Supervisor.

·         Motivation and team Work.

·         Appraising Performance.

·         Management Practice, Personal Action plan and Commitment.

·         Time Management

 LEADERSHIP AND PERSONAL EFFECTIVENESS

• Self Awareness

·         Building Self Esteem 

·         Tools to develop self Esteem

·         Actualizing Goals through Knowledge of self

·         Goal Setting

• Personal Grooming
• Personal Effectiveness

·         Understanding Charges

·         Time Management

• Leadership

·         Motivation

 HIGH PERFORMANCE TEAM BUILDING

·         Enhancing Team Creativity

·         The Magic of Team Building

·         Leadership and Managing Conflicts in Teams.

·         Characteristics of High Performing Teams.

·         Understanding How Teams Work

·         Laws of Team Work.

·         Leadership strategies to build and excite high-performance teams.

·         Build collaboration and trust through brainstorming and problem solving.

·         Improve communication with clients and team members.

·         Build team confidence and risk taking with joint-problem solving.

EFFECTIVE COMMUNICATION SKILLS

·         Telephone Etiquette

·         Business Etiquette

·         Personal Grooming &  Hygiene

·         Dress Code

·         Self Awareness

·         Listening Skills

·         Visual Communication

ACHIEVING EXCELLENCE SERVICE

·         Service Excellence

·         Developing a Customer Focused Attitude

·         Contemporary Customer Service Issues

·         Delighting the Customer

·         How to Exceed Customer Expectations.

·         Understanding Customer Service

·         Customer Revolt – A fresh Perspective

·         The Ten Commandment & Deadly Sins of Customer Service

PRESENTATION SKILLS

·         Presenting a Positive Image

·         Controlling Nervousness

·         Understanding your Listener

·         Organising Content

·         Eliminating Monotone and Boredom

·         Controlling Question and Answer Sessions

·         Eliminating “Overkill”

·         Effective Use of Visual Aids

·         Obtaining Approval and Action 

 BUSINESS COMMUNICATION AND EFFECTIVE WRITING SKILLS

·         Effective Communication

·         Basic elements and tips to build Effective workplace communication

·         Barriers to Effective Communication

·         Business Writing Skills 

·         Focusing on letter and memo writing, business reports, presentation

·         Writing proposals and emails.

·         Business Speaking Skills 

·         Focusing on telephone language, presentation giving, meetings and English for networking.

·         General Business Communications: 

·         Focusing on all four skills:

·         Reading, Writing, Speaking and Listening.

NURTURING CUSTOMERS RELATIONSHIPS

·         Developing a customer focused attitude

·         Attributes of a service personnel

·         Delighting the customer

·         Exceeding Customers Expectations

·         How to Handle Irate Customers

·         Customers Revolt

·         The Importance of Customer Service

·         Customer Relations – A New Perspective

BASIC SALES AND MARKETING TRAINING

·         Introduction to Marketing

·         Attributes of a professional Sales Person

·         What do you sell and to who?

·         Winning Sales Formula

·         What Selling Entails

·         The Role of Customer Service in Marketing

·         Structure of Marketing Plan

·         Building Long Lasting Relationship

·         Running effective marketing

·         Marketing Vs Selling

·         Traditional Selling vs. Relationship Selling

·         5 Critical Selling Skills

TIME MANAGEMENT TRAINING AND PERSONAL PRODUCTIVITY

·         List barriers to successful time management.

·         Understand and demonstrate the use of to-do lists and the ABC prioritization technique.

·         Explain the benefits and drawbacks of various calendar systems.

·         Manage voicemail to reduce time spent checking messages.

·         Write SMART goals and explain their benefit.

·         Demonstrate how to say "no."

·         Delegate tasks and assignments.

·         Develop an action plan for better use of time.

·         Begin implementing goals created during the session.

·         Better organize workspace for peak efficiency.

·         Understand the importance of and the most useful techniques for setting and achieving goals.

·         Identify the right things to be doing and develop plans for doing them.

·         Explain what to delegate and how to delegate well.

·         Take control of things that can disrupt workplace productivity.

·         Earning Ds: Do, Dump, Delay, or Delegate

·         Understand the study of stress and its impact.

·         List tactics for successful time management.

·         Explain how to prioritize and determine what is really important.

·         Employ physical and mental techniques for coping with stress.

·         Create reachable goals.

CHANGE MANAGEMENT TRAINING

·         Describe ways of reacting to change, but that we must start from where we are.

·         See change not as something to be feared and resisted but as an essential element of the world to be accepted.

·         Understand that adapting to change is not technical but attitudinal. Change is not an intellectual issue but one that strikes at who you are.

·         Recognize that before we can embrace the way things will be, we must go through a process of grieving, and of letting go of the way things used to be.

·         See change as an opportunity for self-motivation and innovation.

·        Identify strategies for helping change be accepted and implemented in the workplace.

·         Difficult Personalities and Difficult Situations: Dealing with Challenges

·         Recognize their strengths and growth opportunities as managers.

·         Recognize the four behavioral styles and how to coach each.

·         Capitalize on their style for more effective communication.

·         Delegate tasks to others.

·         Set SMART goals for themselves and others.

·         Provide constructive feedback and follow up on goals and workgroup targets with subordinates.

·         Counsel an employee who is not performing up to expectations.

·         Illustrate the impact of body language and vocal tones on communication.

·         List tactics for dealing with difficult behaviors.

·         Effectively run a business meeting.

·         Develop an action plan to improve their supervision skills.

·         Develop key management skills, including change management, time management, critical thinking, delegation, problem solving, presentation strategies, communication, strategic planning, and feedback techniques

 HUMAN RESOURCES MANAGEMENT

·         Key Human Resource Functions

·                  Human Resource Planning

·                  Recruitment and Selection

·                  Compensation and Benefits

·                  Performance Appraisal

·                  Training and Development

·         Human Resource Planning

·                     What is Human Resource Planning?

·                     The Planning Process

·         Recruitment and Selection

·                     Job Analysis and Job Descriptions

·                     Sourcing Candidates

·                     The Recruitment Interview

·                     Psychometric Testing

·                     Reference Checks and Making an Offer

·         Compensation and Benefits

·         Flat Rate Only

·         Flat Rate Plus Payment By Results

·         Merit Pay

·         Profit and Gain Sharing

·         Piecework

·         Performance Appraisals

·         Why Have Performance Appraisals?

·         The Appraisal Process

·         Eight Appraisal Techniques

·      Training and Development

·         What is Training?

·         Knowledge, Skills and Abilities

·         Training and Development Perspectives

·         The Training Cycle

·         Training Needs Analysis

·         New Core Competencies

BASIC ACCOUNTING FOR NON - FINANCIAL MANAGERS

·         Accounting Concepts And Conventions

·         Accounting Equation

·         Double Entry System

·         Ledger Entry

·         Final Books of Accounts

·         Accrual Accounting

 Financial Statement Analysis

·         Understanding the Financial Statements

·         Profitability Analysis

·         Working Capital Analysis

·         Cash Flow Analysis

·         Leverage

·         Ratio Analysis