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In partnership with G C ANDERSON CONSULTING

IN-HOUSE TRAINING PROGRAMMES FOR MANAGERS / SUPERVISORS

Most are 7 hour programmes, and can be offered in different ways, e.g. as a one day programme or as

two 3.5 hour sessions. All can also be offered over a longer period of time, to provide greater depth of

training.

1. CUSTOMER SERVICE FOR MANAGERS

2. TEAMWORKING & TEAMBUILDING

3. MANAGING COMMUNICATION & BODY LANGUAGE

4. CONDUCTING PERFORMANCE APPRAISALS

5. COACHING & MENTORING STAFF

6. MOTIVATING STAFF & CONFLICT HANDLING SKILLS

7. TIME MANAGEMENT SKILLS

8. LEADING AND MANAGING CHANGE

9. ENGLISH WRITING SKILLS DEVELOPMENT

TRAINING PROGRAMMES FOR STAFF

A) CUSTOMER SERVICE SKILLS

B) WORKING IN A TEAM

C) COMMUNICATION SKILLS

D) BEING APPRAISED

OUTLINE OF TRAINING COURSES FOR MANAGERS & SUPERVISORS

1. CUSTOMER SERVICE FOR MANAGERS

Understand the principles and practices of excellent customer service

Monitor customer service standards, and support staff in achieving high standards of customer

service

Deal with difficult customers

Handle customer complaints

2. TEAMWORKING & TEAMBUILDING

Identify the critical factors that separate successful and less successful teams

Review team working strengths and weaknesses

Develop team working and teambuilding skills

Analyze practical team problems & suggest solutions

3. MANAGING COMMUNICATION & BODY LANGUAGE

Understand the communication process

Analyze the importance of body language

Identify the sources of communication barriers and problems

Develop solutions to overcoming communication barriers and problems

Manage communication successfully

4. CONDUCTING PERFORMANCE APPRAISALS

Understand the objectives, and benefits of performance appraisal

Evaluate the problems and issues that often affect performance appraisal

Develop skills in implementing performance appraisal

Develop skills in conducting appraisal meetings, and in giving constructive feedback.

5. COACHING & MENTORING STAFF

Define the concept of coaching

Fully appreciate the importance of coaching, and its benefits

Analyze the key elements of the coaching process

Develop skills in coaching others

Understand the difference between coaching & mentoring, and how to apply mentoring skills

6. MOTIVATING STAFF & CONFLICT HANDLING SKILLS

Understand the nature of motivation

Identify and analyze motivation problems that occur

Manage motivation, including the development of solutions to overcoming motivation problems

Identify different types of conflict situations that managers and supervisors have to deal with

Analyze the causes of conflict problems and situations

Review personal styles in handling conflict situations & evaluate their effectiveness

7. TIME MANAGEMENT SKILLS

Identify practical problems and challenges relating to time management

Review the effectiveness of personal organization

Find solutions to identified problems

Identify key skills for effective time management

Develop a plan for improving time management

8. LEADING AND MANAGING CHANGE

Appreciate the supervisory / management issues to be addressed

Identify & apply the main principles of effective leadership

Review the different sources of resistance to change, and develop remedies

Identify and analyse the key steps in leading and managing change

Develop a plan to lead and manage change, avoiding the pitfalls

9. ENGLISH WRITING SKILLS DEVELOPMENT

Review the fundamentals of effective business writing

Writing different types of business letters

Planning and writing business reports

Responding in writing to customer problems and complaints

Writing minutes of meetings

TRAINING PROGRAMMES FOR STAFF

A) CUSTOMER SERVICE SKILLS

Understanding the fundamentals of customer service

Identify and apply the key skills for excellent customer service

Looking at problems from the customer’s point of view

How to handle difficult customers and customer complaints

When to seek help from a supervisor or manager

B) WORKING IN A TEAM

What is a team?

Understanding how an effective team works

How to be a good team member

Teamwork problems and how to overcome them

C) COMMUNICATION SKILLS & BODY LANGUAGE

Understanding the communication process

What is body language?

How body language is an essential aspect of communications

Identifying practical communication problems

How to develop solutions to communication problems

D) BEING APPRAISED

How to prepare for performance appraisal meetings

Identifying the benefits the employee can gain from appraisals

Avoiding defensive behaviour

Adopting a constructive approach for self improvement


 

 

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MKC City College Larnaca PO Box 40830, Larnaka 6308, CYPRUS
Email: info@citycollege.ac.cy
Tel.: (00357) 24818571