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Our Training services:
TST Safety
TST - Safety Training
Team Skills
Our approach to your skills program is simple:
1. We work with your team to determine what issues are preventing them from working to the maximum of their ability.
2. We design a development activity with you that addresses the issues.
3. We implement and vigorously follow-up to ensure that change occurs.
Team Skills Programs
Customer Service: Achieving Communication Excellence
The key to excellence in customer service is effective communication - so how do you improve, develop and enhance it? This workshop will address that question by providing innovative communication strategies that will give you the edge in both face-to-face and over-the-phone encounters with customers.
Customer Service: Adopting the Attitude
Creating rapport
Key listening and responding skills
How to match and mirror different communication styles
How to make your communication compelling
Skills for communicating over the phone
Dealing with difficult customers
Strategies for turning resistance around.
Workshop Outcomes
On completion of the workshop participants will:
Be able to communicate more effectively with customers and team members
Be able to deal more efficiently and effectively with difficult customers
Have gained skills for creatively resolving customer concerns
Understand clearly the importance of good communication to customer service
Know what to do to enhance their customer-focused encounters.
"It's not what you know, it's...." Yeah, you know the rest of the quote. So how do you get to know the 'right' people? The answer is Networking. Networking is about making successful opportunities out of everyday situations. But getting the most from your network doesn't happen by accident. Your opportunities begin with a set of little-known strategies for building relationships that create lasting impressions. Whether you are looking to get support for your proposals, a promotion or more credibility within your organisation, this workshop will take you through five simple, yet powerful, steps to get the results you want. From 'working the room' to building rapport and developing trust, these steps will guide you to networking success.
This course will give you an insight into the skills and strategies used by the world's best persuaders - skills that enable them to get others "on-side", gain acceptance of their ideas, and obtain agreement where others have failed.
You will learn:
How people make decisions and how to influence that process.
Communication strategies - how to ensure your message gets through.
How to use the two key skills of persuasion - pacing and leading.
How to research your client's needs - what questions to ask.
How to package your ideas to maximise the chances of their acceptance.
The essentials of networking and relationship building.
On completion of this workshop you will understand several simple, yet powerful principles and techniques of human influence, and how to use them to:
Find out what other people really want.
Present your ideas in a way that encourages agreement.
Market yourself and promote your ideas.
Make your communication more compelling and influential.
Conflict Resolution: The Art of Conflict Deflection
The potential for conflict is all around us, but it is not inevitable. Indeed, it's not what happens in any given situation, but rather how we respond in that situation which will determine whether or not it results in conflict. This course will give you a raft of options to creatively deflect any potential conflict.
You will learn:
The three main modes for approaching conflict.
Conflict deflection and resolution strategies.
How to turn resistance around.
How to develop a "Yes" set.
How to create agreement.
Key negotiation skills.
By the end of this workshop you will be looking for conflict just to test your new found skills!
Time Management: Mastering Your Time
Do you ever have one of those days when there's more chaos and stress than there is time? Would it be useful to have a few more hours in the day? Well the bad news is, you can't! However, the good news is that with the right tools and strategies you can learn to use the time you do have more productively and intelligently.
You will learn:
How to use the Pareto Principle to maximise your effectiveness.
How to move beyond quadrant models of time management.
How to ensure you spend time on the important things.
How to overcome procrastination and motivational blocks.
This interactive, high energy and fun workshop provides you with the tools to gain more from your day with LESS STRESS! Invest some time in this workshop and you'll learn the secrets of being in control of your day rather than your day being in control of you!
Stress Management: Reduce Stress and Get More Balance into Your Life
This workshop will provide you with a range of practical techniques and strategies that you can use to rapidly lower your stress levels, including simple yet powerful mental focusing, relaxation and deep breathing techniques. You'll also learn a revolutionary "psychological acupressure" technique that can reduce your stress from a level 10 to a level 0 - often in less than a minute!
You will learn:
Why managing stress at work is the key to your success in the new millennium.
Where stress comes from / the true source of your stress.
The two main ways to deal with stress and anxiety at work.
How to identify and reduce your personal stressors.
Mind, body and behavioural approaches to reduce stress.
New energy techniques for rapid stress relief.
Expect your stress levels to subside and your personal productivity to rise! You'll go away with a range of practical strategies you can use immediately to get balance back in your life.
Are you confused by popular notions of success? Programs that entice with a swag of tricks for wealth, power, beauty and influence? Here at last is an antidote to the false values that permeate our society, leaving so many of us feeling empty and dissatisfied. This course shatters the myths of success, relentless material and financial gain and replaces them with practical, profound truths that are the foundation of all successful lives.
You will learn:
Why all goal setting must be preceded by values clarification.
How to determine what success really means to you.
How to gain clarity on your future directions and goals.
How to ensure you remain focused on your priorities.
Discover how to overcome setbacks, how to find self-esteem and the practical application of setting goals that are meaningful to you!
"In the Firing Line": Skills for Dealing with Emotional People
This workshop will provide you with skills and strategies for effectively managing emotional people and situations in your workplace.
We will look at two key areas:
How to effectively manage your own emotional reactions and responses.
How to skilfully manage the emotional reactions and responses of others.
You will learn:
The three key ways to influence people's emotional states.
How to gain control of your own emotional state - and use it to influence others.
How to stay calm in conflict situations and rationally choose the most appropriate response.
How to set the emotional tone in phone calls and verbal discussions.
How to provide empathy without getting caught up in the emotion.
How to step away from the situation and take a more balanced view.
How to deal with angry callers and upset egos all day and live to tell the tale!
Using these strategies your days will go lighter and your productivity will expand.
Cultural Change Package: Strategies for Developing a Culture of Excellence
If you would like to create a culture of success supported by systems that reinforce innovation and excellence in customer care this five-module package focuses on the skills, strategies and - most importantly - attitudes for success.
Module 1: Changing Attitudes to Change
Embracing rapid change
Attitudes for success
Alignment with company directions and culture
The importance of personal goals.
Module 2: Communication: Basic to Advanced Rapport Skills
Successful communication over the phone
Importance of rapport and how to develop it
Empathy - demonstrating your understanding
Key listening and responding skills.
Module 3: Matching and Mirroring Different Communication Styles
VAK Model - Visual, Auditory, Kinesthetic
Pacing and leading in communication
Matching and mirroring over the phone
Making your communication compelling.
Module 4: Dealing with Difficult Customers
Conflict deflection and resolution
Strategies for turning resistance around
Developing a "Yes" set
How to manage your emotional state.
Module 5: Managing Your Emotions / Dealing with Stress
Strategies to deal with stress and anxiety
Mind and body approaches to reduce stress
New energy techniques for rapid stress relief
Personal development for life balance and quality.