Introduction

Some people seem to be able to say the right thing no matter what the situation. Their ability to navigate through tense discussions opens doors in the business world that may have otherwise closed. During this training program, participants will learn the secrets of communication pros, including building personal credibility, delivering positive and negative feedback, improving listening skills, rephrasing for better relationships, dealing with difficult people, handling negative situations, and more.

Skills exercises are interactive, allowing participants to practice what they have learned in a fun, high-energy environment. Communicating with Tact, Diplomacy, Poise, and Finesse: What to Say and How to Say It is the ideal program for those needing to improve their basic communication skills or for those looking for the extra business edge.

Learning Objective

At this program’s conclusion, participants should be able to:

• Capitalize on personal style for more effective communication.
• Rephrase blunt language to achieve results without offending anyone.
• List strategies for dealing with difficult behaviours.
• Demonstrate how to deliver constructive feedback and how to disagree politely.
• Develop an action plan to improve communication skills.

Target Audience

The Impactful Communications in the Transitions Program was designed to meet the expectations of employers from ANY industry and designed for all levels.

Program Duration

2 Days

Program Content (9.00am -5.00pm)

Module 1: Introduction to Positive  Communication

• What is positive Communication?
• A Business Communication Model
• Encoder/Decoder Responsibilities
• Barriers to Communication
• Strategies for Overcoming Barriers
• Verbal vs. Non-verbal Communication

Module 2: Interpersonal skill

• How to Hold a Difficult Conversation
• Provide Feedback That Has an Impact
• Receive Feedback With Grace and Dignity
• Improving Employee Performance
• Overcome Your Fear of Confrontation and Necessary Conflict
• Communication Success Tips: Interpersonal Communication Dynamics
• How to Demonstrate Respect at Work
• Politics at Work – Why Politics at Work Is Risky
• The Benefits of Assertiveness

Module 3: Being Heard In Meetings (Mock Meeting)

This module consists of role-plays and simulations where you are required to be actively involved in. You will learn to present your ideas, substantiate them while listening to what others have to say, ask intelligent questions to gather information and take down notes when necessary. You will be listening to what experienced people have to say about possible problems that occur in meetings and ways to overcome them. The role-plays and simulations in this module will prepare you for a more complex skill – the art of NEGOTIATING towards a WIN-WIN situation in business

Module 4: Fundamental Techniques in Handling People Especially Subordinates and Colleagues

• Don’t criticize, condemn, or complain.
• Give honest and sincere appreciation.
• Communicating with subordinates.
• Communicating with colleagues.
• Handling generation gaps eg. Gen X and Gen Y
• Teamwork

Module 5: Conflict andDisagreement in BusinessCommunication

• Understanding Conflict
• The Role of Values
• Conflict Resolution Values
• Conflict Resolution Styles
• Selecting a Conflict Resolution Style
• Conflict Resolution Strategies
• Active Listening
• Tips for Active Listening
• Before Listening
• During Listening

Module 6: Ways to Win People to Your Way of Thinking

• Trust
• The only way to get the best of an argument is to avoid it.
• Show respect for the other person’s opinions. Never say “You’re wrong.”
• If you’re wrong, admit it quickly and emphatically.
• Let the other person feel the idea is his or hers.
• Try honestly to see things from the other person’s point of view.
• Be sympathetic with the other person’s ideas and desires

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Module 7: Seek to understand, Then to be understood

• Different types of listening
• Emphatic listening
• Positive problem solving

Module 8 : Non- verbal communication

Importance of Non-Verbal Communication in Business

• Body Language
• Physical Contact
• Physical Distance
• Presenting a Professional Image
• How the Business Environment Affects Communication

Training Approach

The trainer uses up-to-date training techniques and a variety of training methods to give all participants the best opportunities for learning, including:

• Class Session
• Discussions
• Simulations exercises
• Videos
• Experiential learning

Introduction

Workplace grievances may occur as long as there is an employer-employee relationship. Anything that can be deemed as unfair treatment to the employees can be classified as grievances. When not identified and handled amicably, employee morale can be affected, leading to lower engagement level and productivity, and higher attrition as employees lose confidence with the leadership.

Disciplinary action is sometimes necessary so that employees who infringe on workplace rules recognise personal and team accountabilities, which would groom them into true professionals. Grievance handling and disciplinary actions are both challenging aspects of people management, but it has got to be done when the need arises.

This workshop aims to enable you with the skills to handle grievance and disciplinary actions, such that difficult employee situations can be turned around to become opportunities to enhance employee performance. This workshop also aims to enable you with the skills to handle termination confidently, when necessary.

Learning Objective

By the end of this course, participants should be able to:

• Identify your concerns and fears about dealing with grievance and disciplinary issues
• Define the meaning of a ‘grievance’ and ‘discipline’ in the workplace
• Distinguish between misconduct and Gross Misconduct
• Describe why grievance and disciplinary procedures are needed
• Be aware of the main legislation and how this fits with your organisation’s Grievance and Disciplinary procedures
• Outline the Disciplinary Process
• Implement your organisation’s Grievance and Disciplinary procedures

Target Audience

 All managers and team leaders who need to deal with grievances and discipline in the workplace who wish to understand good practice and the issued involved in this complex area.

Program Duration

2 Days

Program Content (9.00am -5.00pm)

Module 1 : Grievance Mediation

• What is grievance & how does it develop?
• Approaches to handling grievance
• Grievance handling principles
• Handling grievance mediation discussion

Module 2 : Employment Law

• Explain the key provisions of legislation that covers termination

Module 3 : Taking Disciplinary Action

• Setting ground rules
• Purpose of the Code
• Approach to discipline
• Terminology used in discipline
• Principles to adhere to when handling disciplinary situation
• Classification of misconduct
• Progressive discipline

Module 4 : Handling Common Situations

• What happens when there is no rule?
• How to handle excessive medical leave?
• How do I know whether my action is appropriate?

Module 5 : Types of Misconduct (Major & Minor Misconduct)

• Malingering
• Tardiness
• Poor or inefficient job performance
• Absence without approval
• Absence before or after PH
• Absence from the workplace
• Excessive MC
• Disobedience
• Insubordination
• Sexual Harassment

Module 6 : Holding Disciplinary Session

• Specific objectives of the discussion session
• Guidelines to conduct a disciplinary session
• Common types of disciplinary penalties

Module 7 : Resignations & Termination

• Various options for shortening the notice period

Module 8 : Disciplinary & Dismissal

• Conducting disciplinary inquiry and dismissal
• Dismissal without due inquiry
• Inquiry suspension pay
• Dismissal during the notice period- Criminal offences

Module 9 : Industrial Relations

• Advise on and apply the law in respect of industrial action and other key aspects of employee relations
• Articulate clearly statutory and legislative requirements
• Implement your organisation’s relevant policies and procedures
• Provide clear advice in industrial and employee relations matters
• Promote a culture of transparency, trust and harmony in the workplace

Module 10 : Unfair Dismissals & Constructive Dismissals

• Time limit for employee to make complaints under Industrial Relations Act 1967
• Who may represent employer for conciliation proceedings?
• Who may represent employer in Industrial Courts?
• Maximum compensation
• Dismissal without notice
• Dismissal with notice
• Constructive Dismissal

Training Approach

Presentations, case study, interactive discussions, workshops, role-play

Introduction

 Any manager with responsibility for recruiting and managing staff requires an understanding of the basics of HR best practice in order get the best out of their team avoid employment legislation pitfalls. This course provides practical knowledge and tools to enable managers to tackle basic HR issues themselves.

Learning Objective

Through the trainer’s expertise and practical knowledge, you will be able to define the key concepts associated human resources management and you will be able to:

• Understand the importance of Human Resource Management to the organization
• Appreciate the key functions associated with Human Resource Management
• Implement a Human Resource Planning Process
• Understand the importance of Recruitment and Selection
• Detail the main types of Compensation and Benefits Systems
• Implement an effective Performance Appraisal Process
• Understand the function of Training and Development and its importance to the organization

Target Audience

•  Team Leaders and Project leaders
• Senior and  Middle  level  managers  in  Finance,  Production,  Operations  and  Marketing functions
• Managers who play multiple roles including HR but do not have formal HR orientation

Program Duration

2 Days

Program Content (9.00am -5.00pm)

Day 1

MODULE 1

Human Resource Management and The Organization

• Basic Definition
• Key Assumptions

MODULE 2

Human Resource Planning

• What is Human Resource Planning
• The Planning Process

MODULE 3

Recruitment and Selection

• Job Analysis and Job Descriptions
• Sourcing Candidates
• The Recruitment Interview
• Reference Checks and Making an Offer

MODULE 4

Compensation and Benefits

• Overview compensation concepts, objectives and components
• Factors in compensation plan
• Merit Pay system

MODULE 5

Performance Appraisals

• Why Have Performance Appraisals?
• The Appraisal Process

Day 2

MODULE 6

Training and Development

• What is Training?
• Knowledge, Skills and Abilities
• Training and Development Perspectives
• The Training Cycle

MODULE 7

Discipline

• The Four Step Disciplinary System
• A Discipline Checklist for a Supervisor

MODULE 8

Termination of Employment

• Letting Staff Go
• How to Fire an Employee

MODULE 9

Your Personal Action Plan

Training Approach

The trainer uses up-to-date training techniques and a variety of training methods to give all participants the best opportunities for learning, including:

• Class Session
• Discussions
• Simulations exercises
• Case studies and Problem Solving Exercises
• Individual assignments
• Templates and tools