Time Management, Business Etiquette, Communication, Conflict, Image, Meetings, Efficiency, Diversity, Secretary, Secretarial, Administration, Telephone Skills, Training and Development, Cape Town, South Africa

Listed below you will find a list of some of the workshops that 1st Solutions offers. Please contact us to find out more about tailor making a package for you or your company. Download Outlines

1. Professional Efficiency And Time Management
2. Effective Communication
3. Presenting Yourself
4. Business Etiquette
5. Short and Sharp Meetings
6. Telephone Skills
7. 5 Steps to Professional Presence
8. Interaction Satisfaction - People Skills
9. Reception / Secretarial Skills
10. Personal Assistant / Secretarial Skills
11. Office Administrator
12. 3sixt Leadership Challenge Program
13. Power Presentations
14. Valuing Diversity
15. Sales
16. Customer Service

WORKSHOP:	Professional Efficiency and Time Management
COST:	P.O.A, includes workbook
DESCRIPTION:	Knowing where you are going: How to create SMART goals Decide on goals Actions needed to reach goals Incorporate personal life: Identify the different roles in life Identify the goals for each role in your life Managing time effectively to achieve goals: Control of time Identify different task categories Identify activities for each category How to prioritise activities How to plan tasks and activities: Select an appropriate planning tool Learn to set weekly objectives Align weekly objectives with your goals Learn to draw up a daily plan How to deal with interruptions Dealing with procrastination: What is procrastination? How to overcome procrastination Saving time by saying “no”: Why it is difficult to say “no” How to say “no” without offending Learn to delegate: What is means to delegate The purpose of delegating How to delegate successfully Create trust and opportunity in delegating work Using planning tools: Weekly Planner Daily Planner

DURATION:	1 Day


WORKSHOP:	Effective Communication
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop designed to teach delegates the dynamic process of communication and processes to aid in the dealing with conflict.
	The communication process: Verbal communication Non-verbal communication Benefits of good communication Communication – more than words: Behaviour also conveys messages Contradicting messages Learn to listen: How well do you listen? Skills to become a good listener Different communication styles: Assessing your communication style Characteristics of each communication style Examples of each communication style at work Take responsibility for your communication: Possibility of changing your communication style What if I have a victim mentality? Ensure rational self talk Influence of ego states How to change a communication style: Moving from my existing style to the ideal style Dealing with requests: Why is it difficult to ask? What is the right way to make a request? How to respond to a request Dealing with criticism: How does each communication style criticise How to handle criticism How to criticise Anger and Frustration: What to avoid when I am angry What to do/say when I am angry Conflict: What is conflict? Why does it exist? What influences the intensity of conflict? Different reactions to conflict The best reaction to conflict: Win-win approach Techniques of the Win-win approach
DURATION:	Full Day


WORKSHOP:	Presenting Yourself
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop designed to teach delegates to apply the unique tool of image to enhance their own as well as the company’s image What is your personal image? Definition of personal image Your impact rating The impact of first impressions Your personal image – your personal brand How is your Image important? Influence of Self Image Discover your Perceived Image Determine your Required Image Influence of your Received Image Influence of your Extended Image How to change perceptions The Impact of Grooming: Personal care for men and women Grooming of clothing and accessories Your Style Expression: Discover your personal image preference Understand your personal style expression Apply your style expression in your career The Impact of your Style: Quality and fit of outfits Basic lengths of garments Scale Required Dress Levels: Understanding the 5 levels of dress Determine the appropriate level of dress for your career Body language for an excellent first impression: Understand the communication process Difference between verbal and non-verbal communication The impact of non-verbal communication Confident Body Language: Stand with confidence Walk with confidence Sit with confidence Use your hands with confidence Confident facial expressions Keep a confident distance Orientation - positioning around a meeting table DURATION: 1 Day


WORKSHOP:	Business Etiquette
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop designed to teach delegates acceptable and professional business etiquette in South Africa.
	What is Business Etiquette: Define the concept The Influence of Business Etiquette on the Work Environment: Benefits of practicing etiquette Basic Rules for Business Etiquette: How to make an Impact What does “impact” stand for Company Etiquette: Understanding Hierarchies in Companies Loyalty towards your Company Handling Complaints Importance of Confidentiality Office Etiquette: Telephone Etiquette: Receiving calls, Interruptions, Messages Cell phone Etiquette Etiquette for written communication: business letters and e-mail Etiquette towards colleagues Good office manners Etiquette for Social Business Events: Business Meals Basic Table Manners Tips for Cocktail Parties Office parties, funerals and weddings of colleagues
DURATION:	½ Day


WORKSHOP:	Short and Sharp meetings
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop designed to teach delegates how to make meetings effective and avoid them becoming a time wasting and annoying exercise in the work environment
	What is a meeting? Organising a meeting: Preparation for organising a meeting Checklist for organising a meeting Documents required for a meeting: Notice of meeting: Purpose, Layout Agenda: Purpose, Layout Minutes: Purpose, Layout, Use of Language Before the Meeting: Appropriate dress Where to sit Punctuality Role of Chairperson: Preparation for a meetings Abilities of chairperson How to be an effective chairperson At the Meeting: Behaviour in a meeting Conflict in a meeting Dealing with different forms of disruptive behaviour After the Meeting: Sending out of documents Action plan
DURATION:	½ Day


WORKSHOP:	Telephone Skills
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop to improve the skills of staff tasked to make an excellent first impression when answering the telephone.
	Importance of the telephone Importance of your voice Good telephone manners Receiving phone calls Answering calls Speaking on the phone Processing calls Active listening Questioning skills Responding to callers Conflict and Emotion control Transferring and Screening Calls Taking Messages Cell Phone Etiquette
DURATION:	½ Day


WORKSHOP:	5 Steps to Professional presence
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop designed to help delegates develop a professional presence Step Up: Packaging Yourself for Maximum Impact Step Out: Behaving Professionally for Maximum Impact Step Forward: Confidently Ensure a Lasting Impression Step it Up: Earn Respect in Productive Business Meetings Step Back: Review Professional Interaction Satisfaction
DURATION:	2 Days (Accommodation not included)


WORKSHOP:	Interaction Satisfaction - People Skills
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop designed to help delegates understand their own behaviour models and that of others, as well as how to get the best out of people.
	Are you a difficult person or am I? Characteristics of difficult people Understanding yourself Grounding behaviour to assist in confidence Know your personality: Establish your own behaviour model Characteristics of each behaviour model How each behaviour model operate in the work environment Understanding Other People: Recognising behaviour models in other people Learn to deal with each of the behaviour models How to get the best behaviour out of your colleagues Good listening and Questioning: Are you a good listener? How to be an active listener Importance of Questioning for clear understanding Different kind of questions Conflict: Causes of Conflict Learn about confrontation What to do should conflict arise Assertiveness: Passive Behaviour Aggressive Behaviour Assertive Behaviour: How to respond assertively A Good Attitude: Play the part Learn from past mistakes The right inner attitude Change is good Live a successful and professional life
DURATION:	Full Day


WORKSHOP:	Reception / Secretarial workshop
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop to improve the skills of an existing receptionist / secretary
	Your Role and Responsibilities: Your role in your company Skills and responsibilities for your position Your Required Image: What is your personal image? How is your image important? What your required image should be Suitable levels of dress Importance of grooming Positive Productivity: Know your company Organise your work space Control your attitude Handling of visitors – arrival of visitors, visitors without appointments, appointments forgotten Time Management – use a planning tool, categorise tasks Verbal Communication: Importance of the telephone Importance of your voice Good telephone manners Receiving phone calls – answering calls, speaking on the phone, processing calls, active listening, questioning skills Responding to callers Conflict and Emotion control Written Communication: basic letters and e-mails Non-verbal Communication: Importance of behaviour Appropriate office etiquette My Personal Mission Statement: What I need to change How I will implement the change Who can assist me?
DURATION:	1 Day


WORKSHOP:	Personal Assistant / Secretarial Skills
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop to improve the skills of an existing PA / secretary
	Your Impact as Secretary: Characteristics of a secretary/PA Duties of a secretary/PA Importance of your job Manage your Office: The image of your office Company documents: background, policies Reference documents: determine what you need Organise your workspace Manage your Boss: Responsibilities towards your boss Understand his behaviour model Assist him to be effective and efficient Manage Visitors: Be informed of appointments Receiving visitors Visitors without appointments Introduction of visitors Serving refreshments Manage Yourself: What is your personal image? How is your image important? Required image for your position Suitable levels of dress Importance of grooming Manage your Skills: Time Management – use a planning tool, categorise tasks Telephone Skills Written communication – business letters, e-mails Office Functions – planning, preparation, checklists Arranging meetings – venues, meeting documents, compiling minutes My Personal Mission Statement: What I need to change How I will implement the change Who can assist me?
DURATION:	1 Day


WORKSHOP:	Office Administrator
COST:	P.O.A, includes workbook
DESCRIPTION:	Ideal for all staff in an office environment, this workshop is designed to teach delegates how to manage themselves in order to become more successful and effective through a working knowledge and understanding of:
	Your role and responsibilities: Your Role in the Company Your Responsibility in Your Job Attributes of an Office Administrator: Attributes and conduct needed, including Accuracy, punctuality, initiative, etc Business Ethics An organised work space Office Mechanisation: Benefits of Office Machines Different kinds of office machines in your office Operate office machines safely Safety in the Office: Factors that make an office unsafe Actions that make an office unsafe Fire in the office Bomb threats Storing of Documentation: What is filing and indexing? Requirements of a good filing system Different filing methods Different filing equipment Retrieving of documents Rules of Confidentiality Keep paperwork under control Interpersonal Skills: Taking orders and delivering them Taking initiative How to make decisions Develop a Positive Attitude
DURATION:	Full Day


WORKSHOP:	3sixT Leadership Challenge Program
COST:	P.O.A, includes workbook
DESCRIPTION:	A program designed to assist leaders in improving their leadership skills. A 360-degree leadership assessment tool helps individuals and organisations measure their leadership competencies while guiding them through the process of applying the acclaimed Five Practices of the Exemplary Leadership Model.
	How do others perceive you as a leader Discover your current style of practices Identify your leadership strengths and opportunities for improvement Improve each leadership quality Master the Five Practices of Exemplary Leadership: Model the Way Inspire a Shared Vision Challenge the Process Enable others to Act Encourage the Heart
DURATION:	Full day


WORKSHOP:	Power Presentations
COST:	P.O.A, includes workbook
DESCRIPTION:	Ideal for all staff who need to make any kind of presentation, this workshop is designed to teach delegates how to make powerful presentations in order to become more successful and effective through a working knowledge and understanding of:
	What is a presentation? What makes a good presentation? Preparation: Know your audience Know what you want to achieve Structure your Presentation: The beginning Structure the middle The end Choosing and preparing visual aids: Decide what you need Visual aids to enhance your presentation Use of fonts, pictures, colours, graphics Power Point presentations: Advantages and Disadvantages Preparing a Power Point presentation White and Blackboards:How to use white and black boards Flip charts: Advantages and Disadvantages When to use a flip chart Overhead projectors: Advantages and Disadvantages Preparing transparencies Raising audience performance: Props Use imagination of audience Icebreakers / Games Using notes: Read or talking “off the cuff” Pre-written scripts Rehearsing: Why is it necessary? How to rehearse? Giving the presentation: Dealing with nervousness Body language Project your personality Be audible Using your visual aids Manage your presentation: Arrive early Appropriate room layout Handouts Handling questions Managing your time
DURATION:	2 Days (includes practical session)


WORKSHOP:	Valuing Diversity
COST:	P.O.A, includes workbook
DESCRIPTION:	Diversity is about the differences that can be found in a multicultural group. These differences are what ultimately make people different and unique. By embracing the spirit of Ubuntu, the delegates will understand the impact that it will have on a professional team.
	Different is normal: What is Diversity My circle of life How am I different Grounding behaviour: Do not be a Victim Take responsibility Consider your viewpoint Life is not only about you Laugh at yourself Choose your response Prejudice – we all have it: Universal stereotypes Different filters Understanding race relations: Generalising Ethnocentricity Stereotypes Prejudice Discrimination Difference between ‘subjective’ and ‘objective Reverse prejudicial thinking: Changing subjective statements to objective statements The “ouch” technique A mindset conducive to diversity What is “ubuntu”: Definition Description of the philosophy
DURATION:	2 Days (includes practical session)


WORKSHOP:	Sales
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop to develop successful sales strategies and processes.
	Different is normal: Sales Strategies and Tactics Prospecting Customer Profiling Decision Making Authority First Contact Building Rapport Professional Image Body Language and Eye Contact Qualify the Prospect The Presentation Stage Customer Testimonials Resolving Objections The Fear V=Barrier Successful Closing Strategies Buying Signals Wrap up and Follow up
DURATION:	2 Days


WORKSHOP:	Customer Service
COST:	P.O.A, includes workbook
DESCRIPTION:	A workshop to improve the customer service in the organisation and develop a customer-centric mindset.
	What is Customer Service External and Internal Customers Rewards and Penalties Effective Communication Skills Verbal Communication and Tone Know your Customer Dominant Behaviour Style Avoiding Upsets Telephone Customer Service Internet Customer Service Time Management Strategies Stress management Strategies Determine level of Services
DURATION:	2 Days

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Change becomes a managed process.
We always emphasise personal responsibility within a framework of common purpose.
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We will delight you by always giving better service than you expect.
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