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Why MKC City College

School of Continuing Studies

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

School of Continuing Studies

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

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