If you want to be something different, you have to do something different.
'People Series'
Seminars
MANAGING CUSTOMER SERVICE
(A seminar from the POSITIVE EFFECT 'People Series' )
This seminar will provide participants with knowledge and skills to understand customers and manage the delivery of quality customer service more effectively.
Customer Service is pivotal to organisational success. The central theme of this seminar is that everyone has to take responsibility for ensuring the needs of the customer are met or exceeded. 'MANAGING CUSTOMER SERVICE' focuses on the essential leadership skills required to provide your organisation with a sustainable competitive advantage from high level customer service delivery.
Seminar content:
* What customer want
* Measuring performance
* Responsibility for customer service
* Leading for quality customer service
* Customer service teams
* Satisfying customers
* Personal attributes for customer service personnel
Who should attend:
* If you are responsible for achieving customer service objectives,
* aspire to be a successful customer service leader, or
* are a member of a self managed customer service team,
then this seminar will provide the knowledge that you can use to support your career objectives.
Contact POSITIVE EFFECT to complete an enquiry form
"Through studies of successful organisations in Australia, the US and Europe, I found that organisations excelling in goal achievement needed more than Financial Management, Asset and Capital Management to reach their overall goals. Many successful organisations including Disney, Federal Express, Johnsonville Foods, Neiman Marcus, Kramp Groep and others made it clear that the essential focus on people, internal and external people, is the key to achieving long term, optimum outcomes." Glen
VISION:
To provide the opportunity to acquire the 'people skills' essential for organisational success.
Provide effective training that results in a change in work place behaviour.
Adopt pricing structures that provide value for money and encourage participation.
Present information that is relevant and current, in an interesting, clear and logical way.
Ensure exercises, and follow up contact is available to extend learning beyond the
program.
Encourage learning by people at all levels, in Private, Government and Community
organisations.
Apply the principles of evaluation and continuous improvement.
PRODUCTIVITY
(A seminar from the POSITIVE EFFECT 'People Series' )
Productivity is a measure of output of the people in the organisation. The mistake of measuring only dollar value of worker output assumes people skills and attitudes remain constant. Productivity is influenced by the skill of your people, effective use of capital, appropriateness of organisational structures and organisational culture.
Seminar content:
* What is productivity
* Actions that increase productivity
* Measurement and benchmarking
* Removing wastes
* Organisational coordination.
Who should attend:
* If you are responsible for achieving productivity objectives through others,
* aspire to be a successfully leading people to greater achievement, or
* are a member of a high performing, self managed team,
then this seminar will provide the knowledge that you can use.
(A seminar from the POSITIVE EFFECT 'People Series' )
The essential elements for an organisation to achieve its objectives all rely on people. High levels of performance by people require a team environment.
Working together with a common aim; there is nothing special in that. Real team work however is not as obvious at it seems; it requires principles such as initiative, honesty, individual as well as joint responsibility and mutual respect.
Seminar content:
* Team functions
* Team behaviours
* Team sparkle
* Decision making
* Coordination
Who should attend:
* If you are team leader,
* aspire to develop teams to achieve corporate objectives, or
* are a member of a work team,
then this seminar will provide the knowledge to achieve improved performance and job satisfaction through a high performing team environment.
Contact POSITIVE EFFECT - complete an enquiry form
(A seminar from the POSITIVE EFFECT 'People Series' )
Continuous improvement of innovative performance is essential for organisational success and survival.
A central theme of this seminar is that everybody in an organisation has to take responsibility for innovation. Managers in modern organisations need to provide the necessary leadership to ensure that this is achieved.
What are the key principles to stimulating creativity and innovation in your organisation?
Seminar content:
* What is innovation.
* Creating an innovative environment.
* Identifying innovative opportunities.
* Evaluating innovative opportunities.
* Dealing with the barriers.
Who should attend:
* If you are responsible for achieving objectives through others,
* aspire to be a successful leader of people, or
* are a member of a self managed team,
then this seminar will provide the knowledge that you can use to support your career objectives.
(A seminar from the POSITIVE EFFECT 'People Series' )
This seminar will introduce established motivation theories and their relevance to your organisation. With practical examples, leadership principles and an introduction to behavioural feedback this seminar will challenge traditional approaches to reward and recognition programs.
Seminar content:
* Established motivation theories
* The principles of good Reward and Recognition programs
* Practical Reward and Recognition examples
* Reward and Recognition Handbook
* Introduction to behavioural feedback
* Leadership principles
* Points to consider when introducing performance based pay
(A seminar from the POSITIVEEFFECT 'People Series' )
This workshop will provide participants with an understanding of the leadership styles, behaviours and characteristics essential for a corporate culture that is focused on achievement . The learning experience is interactive and aims to ensure acquired skills become changed behaviours in the work place. Great leaders are good at adjusting their style and choice of leadership functions to get the best out of their individual direct reports and team.
This wworkshop will provide an opportunity for participants to distinguish between management and leadership and to grow and develop their leadership skills.
Seminar content:
* Characteristics of a successful organisation
* Power and Influence
* Leadership Behaviours and Attribute
* task-oriented or people-oriented;
* outgoing or laid-back;
* warm or cool
Who should attend:
* If you are responsible for achieving objectives through others,
* aspire to be a successful leader of people, or
* are a member of a self managed team,
then this workshop will provide the knowledge that you can use to support your career objectives.
POSITIVE EFFECT "People Series" seminars and training programs provide common sense principles that can be readily introduced into the work place.
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WORKING WITH DIFFICULT PEOPLE
(A seminar from the POSITIVE EFFECT 'People Series' )
Wherever we work and whatever we do, we all deal with people - colleagues, bosses, customers, and contractors. The relationship we develop with those people determines our business success as well as our individual productivity and attitude to work.
This half day, seminar will provide an opportunity for participants to build positive relationships by identifying and coping with the difficult people encountered at work and beyond .
Seminar content:
Identifying difficult people
Applying strategies to cope with difficult people
Understanding your personal approach and attitude to dealing with difficult people.
DEALING WITH WORKPLACE BULLYING AND HARASSMENT IN YOUR ORGANISATION
(A seminar from the POSITIVE EFFECT 'People Series' )
Your people are the only reason for your success, we know that's a throw-away-line, but think about anything that is improved, changed or celebrated in your business that is not people driven. Take the personnel aspect away and you lose improvement, innovation and strategy, which is your best competitive advantage.
So looking after our people is not just something we should all do for legislative and competitive reasons, it is critical for corporate well being. So the question is are you really looking after your people? Is there bullying and harassment in your organisation? Is there a culture of Equity and Equal Opportunity? How do you know? How do you prevent it occurring? These are essential questions for your management team.
It is important to take the standard approach and ensure compliance with Government Guidelines and State Legislation, you must also take the Positive Effect approach that focuses on your people, individuals who have individual beliefs and values, and work in your unique culture.
It is important that this program is designed to meet the needs of all your people and your culture, contact us and discuss the content and timing that meets your organisations needs.
Seminar content should include:
What is Bullying and Harassment?
What are the consequences of Bullying and Harassment?
How do you address Bullying and Harassment?
How do you develop and maintain a culture that understands and prevents Bullying and Harassment?
