SSMI Short Courses

Welcome to SSMI Group

SSMI Group vocational education and training offerings to support your organisation’s workforce

development requirements

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Course Guide 2013 - 14

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We are able to assist your team to improve your

organisation’s sustainable competitive advantage

SSMI Group is able to add value to your organisation

SSMI Group training offerings aimed to meet the specific workforce development needs of your organisation • Our training solutions are flexible and

can be customised

• Short courses are modules from accredited courses

• Our skills and experience enables us to assist you to develop workforce development strategies

• Our approach combines contemporary theoretical thinking with practical, hands on learning.

Anticipated benefits to your organisation by engaging SSMI Group

Client engagement

Innovation / Productivity

Quality of service delivery

Staff motivation

Better work practices

Staff acquiring new skills

There are significant changes occurring in the DES sector which is placing additional challenges on your organisation to remain competitive, meet the desired star rating performance whilst providing the required level of services to meet the spirit of the DEED.

Through an alliance with Disability Employment Australia, SSMI Group has developed a range of short courses for your staff, team leaders, managers and executives to further develop their skills and your organisation’s capabilities.


Topics may include but are not limited to: ü Defining change

ü Benefits of change

ü Formula for change

ü Processes of change

ü Models of change management

ü Managing responses to change.

Additional information ü Tailor training delivery specifically for:

o Manager / Supervisor o Team leader o Team member.

ü Training topic options that can be

delivered as separate half day sessions:

o Facilitate Change o Facilitate and capitalise on

change and innovation o Facilitate continuous

improvement.

Change Management Stream Change management is a structured approach for ensuring that changes are thoroughly and smoothly implemented, and that the lasting benefits of change are achieved. Change management is a broad discipline that involves ensuring change is implemented smoothly and with lasting benefits, by considering its wider impact on the organisation and people within it. Each change initiative has its own unique set of objectives and activities, all of which must be coordinated.

Learning outcomes ü Understand and communicate the

benefits of change ü Develop a change plan for the

workplace ü Apply change to the culture of an

organisation ü Refine and develop management and

leadership skills ü Enhance participants’ ability to move

to partnership/leadership relationships.


Topics may include but are not limited to: ü Importance of communication

ü Perspectives of communication

ü Elements of communication

ü Communication styles

ü Basic listening skills

ü Effective written communication

ü Messages and the communication process

ü Internal representation of messages

ü Rapport and effective message delivery

ü Knowing your audience

ü Delivering your message.


o Manager / Supervisor o Team leader o Team member o New employees o Part time / casual employees.



o Introductory: understanding the basics of communication

o Effective communication skills o Presenting an effective

message o Working with colleagues and

customers.

Communication Stream Effective verbal and nonverbal communication skills are valuable in the workplace. Good communication skills go beyond conversations and employees must know how to communicate well in written reports and emails. Good communication skills reduce the barriers of language and cultural differences and supports workplace diversity.

Learning outcomes ü Able to demonstrate selected skills

and knowledge required to participate effectively in basic workplace communication

ü Able to communicate information about routine tasks, processes, events or skills

ü Participate in group discussions more effectively to achieve appropriate work outcomes

ü Develop active listening techniques that show others the participant’s understanding and empathy

ü Understand your own unique communication style

ü Apply techniques to deal with difficult situations, and learn how to spot and overcome communication barriers.


Topics may include but are not limited to: ü Recognise the presence of conflict

ü Deal with emotions

ü Gathering facts to ensure all perspectives are considered

ü Overcome barriers to communication

ü Barriers to effective communication are identified.

ü Strategies to solve the problem/issue are determined in consultation with the other party.

ü Progress is monitored with other party to confirm the effectiveness of the agreed action.


o Team leader o Team member o New employees o Part time / casual employees.



o Potential causes of conflict o Identifying and pre-empting

conflict situations o Recognising and managing

conflict o Conflict resolution.

Conflict Management Stream Conflicts can be hard and unavoidable, but it can be managed or minimised, in order for an organisation and its people to work towards a shared vision. Ways of recognising and resolving conflict amongst staff are needed, so that conflict does not become so serious that staff co-operation is impossible. For an organisation to be effective, it is important that staff understand conflict, detect signs of conflict escalation, responding to such signs with appropriate action and finally using effective techniques to resolve the conflict SSMI Group conflict management topics focus on positive and productive aspects of conflict and explains how an organisation’s staff can benefit from situations which are often perceived as negative and destructive.

Learning outcomes ü Gain a thorough understanding of

the sources, causes and types of conflict

ü Understand the different aspects of the conflict resolution process

ü Able to apply conflict resolution approaches

ü Able to use parts of the conflict resolution process to recognise and prevent conflict before it escalates

ü Develop communication tools such as agreement frames and open questions.


Topics may include but are not limited to: ü Why customer care is important

ü Who is responsible for customer care?

ü Setting goals and standards of performance

ü Putting customer care into practice

ü Delivering customer care

ü Developing communication skills

ü Basic skills for dealing with conflicts and complaints

ü Communication styles as barriers to dealing with conflicts and complaints

ü Tools for dealing with conflict and complaints

ü Measuring customer satisfaction.

Additional information ü Tailor training delivery specifically

for: o Team leader o Team member o New employees o Part time / casual employees.



o Customer service basics o Dealing with conflict and

complaints.

Customer Service Stream Providing good customer service enables an organisation to create a distinctive position for itself in public perception. This requires investment in employees, training and processes to maintain high standards. Providing good customer service also means that customers have fewer complaints. Dealing with complaints can be costly. So, again, by providing good customer service, the organisation can reduce the costs of resolving customer problems.

Learning outcomes ü Use skills and knowledge to deliver

relevant aspects of customer service ü Understand customers (external or

internal), identify their needs and create positive first impressions

ü Build rapport with customers and use body language and / or voice techniques effectively

ü Implement the necessary steps of the service process

ü Understand the importance of customer service to organisational success

ü Understand the benefits and opportunities derived from exceeding customer expectations.


Topics may include but are not limited to: • Understanding motivation

• Essence of motivation

• Myths about motivation

• Motivators

• Positive/negative motivators

• De-motivation

• Motivation in practice

• Performance management system

• Recognition and reward

• Critical feed back.

Additional information ü Training delivery can be tailored for

all representatives.

Improve Motivation Stream Motivating employees can provide ongoing benefits to an organisation. An organisation with motivated employees can increase productivity and improve overall efficiency leading to reduced staff turnover and a more stable and contented workforce.

Learning outcomes ü Understand and apply motivational

concepts

ü Identify the need for goal setting

ü Use motivational strategies to increase productivity

ü Develop and implement positive performance management systems

ü Distinguish behavior that motivates and de-motivates staff

ü Explore the links between reward and


Topics may include but are not limited to: ü What is innovation?

ü General guidelines

ü Choice of approach

ü Plan to introduce innovation

ü Monitoring and evaluation

ü Organisational agility

ü Increased client satisfaction

ü Compliance

ü Diversity.


for: o Manager / Supervisor o Team leader o Team member o New employees o Part time / casual employees.



o Develop innovative ideas at work

o Facilitate and capitalise on change and innovation

o Create an innovative work environment

Innovation Stream The introduction of innovative practices drives performance of the organisation and improves productivity performance. Innovation can benefit all aspects of the organisation including marketing, finance, human resources, and information technology.

Learning outcomes ü Increased understanding of

innovation in a workplace context ü Able to identify opportunities to do

things better in the workplace ü Discuss and develop ideas with

others ü Methodology to implement

innovation within the workplace.


Topics may include but are not limited to: ü Leadership: theory vs. Model vs.

Style?

ü Definitions of leadership

ü Views that there is a difference between leading and managing

ü View that separating leading and managing can be destructive

ü Major leadership theories, models, traits and styles

ü One definition of supervision

ü Typical experience of a first-time supervisor

ü Typical responsibilities of a supervisor

ü Are you the boss you need to be?

ü What makes a great boss?

ü The supervisor as leader

ü The role of supervisors.


for: o Manager / Supervisor o Team leader.



o Introductory Leadership o Supervisory leadership o Coaching and mentoring o Leading by example o Supportive leadership o Training skills.

Leadership Stream Leading is about setting direction and ensuring that that direction is followed. Leading can apply to leading oneself, other individuals or groups. The nature of how leading is done depends on the context of the situation, one's perspective, and on the nature and needs of those involved.

Learning outcomes ü Enhanced skills to lead others

through building trust and meaningful relationships

ü Able to adapt leadership style and approach through effective use of collaborative persuasion and influence

ü Able to clearly define and communicate team members’ roles and objectives.


Topics may include but are not limited to: ü Management functions, roles, and

skills

ü Planning in the organisation

ü Competitive advantage

ü Strategic planning

ü Factors inside/outside the organisation

ü Structure, bureaucracy, authority

ü Leading versus manager

ü Leading in the organisation

ü Processes and process theories

ü Maslow hierarchy of needs.


for: o Manager / Supervisor o Team leader.



o Management basics o Management through change o Operations management.

Management Stream Strong and effective management is the key to the establishment and continued success of any organisation. Good managers need to make the right decisions and ensure the organisation is able to meet challenges and achieve desired outcomes. Managers in an organisation have to decide on its priorities and allocate resources within it. They must decide what needs doing and how best to do it. A good manager should push the organisation forward, as new challenges arise, and take responsibility for their decisions.

Learning outcomes ü Understand team dynamics to resolve

group conflicts ü Techniques to build on the

participant’s management skills ü Self-evaluation and identification of

professional development needs ü Understand “relationship

management” exploring key relationships and team dynamics to create effective working relationships for the future.


Topics may include but are not limited to: • Motivation and stages of change

• Motivational interviewing overview

• Strategies for change

• Eliciting change talk and handling resistance

• Strengthening Commitment.



ü SSMI Group is able to assist the

organisation to develop standard operation procedures and relevant training to embed MI learning’s into day to day work practices.

Motivational Interviewing Stream Motivational Interviewing (MI) and the Stages of Change provide an organised and systematic way of helping people to recognise their problems and to do something about them. MI is a collaborative conversation to strengthen a person’s own motivation for and commitment to change. The spirit of MI is based on three key elements: collaboration between the consultant and the client; evoking or drawing out the client‘s ideas about change; and, emphasizing the autonomy of the client. For a DES Provider, MI provides the opportunity to further engage clients to achieve the desired results.

Learning outcomes ü Understand the fundamental spirit

and principles of MI ü Identify the relevant evidence of

efficacy ü Experience the MI approach and

contrast it with others ü Learn practical guidelines for the

specific application of MI ü Have direct practice in and

experience of this particular application.


Topics may include but are not limited to: ü Guidelines to problem solving and

decision making

ü Rational versus organic approach to problem solving and decision making

ü General guidelines to problem solving and decision making

ü Various methods and tools for problem solving and decision making

ü General resources for problem solving and decision making

ü Guidelines to successful group decision-making and problem solving

ü Additional perspectives on group decision-making and problem solving.

Additional information ü Training delivery can be tailored for

all representatives ü Training topic options that can be


o Problem solving and decision making

o Group decision-making and problem solving.

Problem Solving Stream Much of what people do is solve problems and make decisions. Often, they are "under the gun", stressed and very short for time. Consequently, when they encounter a new problem or decision they must make, they react with a decision that seemed to work before. It's easy with this approach to get stuck in a circle of solving the same problem over and over again. There are many techniques that can be used with groups to help them make decisions and solve problems, for example, voting, consensus, reference-to-authority and nominal group technique.

Learning outcomes ü Understand the different approaches

to problem solving ü Knowledge and skill in using different

creativity tools and techniques, through a well-proven problem solving process

ü Skill in getting to the root of the problem, rather than attending to symptoms

ü Ability to improve the quantity and quality of ideas in group meetings

ü Increased awareness of what constitutes a healthy climate for creativity and change.


Topics may include but are not limited to: ü Basics of project planning

ü Overviews of project management

ü Roles in project management

ü Skills required to leading teams and people in project management

ü Project planning

ü Resource allocation

ü Risk management analysis

ü Implementation of project plan

ü Communicating your plans and status

ü Evaluating projects and results

ü When projects are in trouble.





o Foundations of project management

o Project management implementation.

Project Management Stream Project management includes developing a project plan, which includes defining and confirming the project goals and objectives, identifying tasks and how goals will be achieved, quantifying the resources needed, and determining budgets and timelines for completion. It also includes managing the implementation of the project plan, along with operating regular 'controls' to ensure that there is accurate and objective information on 'performance' relative to the plan, and the mechanisms to implement recovery actions where necessary.

Learning outcomes ü Understand the key principles of

project management ü Use and interpret key project tools

and documents ü Able to plan, monitor, control and

report on projects ü Methodology to identify and manage

key stakeholders ü Understand the fundamentals of

project leadership.


Topics may include but are not limited to: ü The nature of teams

ü Successful teams

ü Team development

ü Synergy

ü Teamwork

ü Team cohesion

ü Threats to teams

ü Team leaders

ü Team roles

ü Team meetings

ü Team building exercises.


o Manager / Supervisor o Team leader o Team member o New employees o Part time / casual employees.



o Introductory o Group Dynamics: basic nature

of groups and how they develop

o All about team building o Self-directed and self-

managed work teams.

Team Building Stream Team building is useful for breaking down barriers between individuals through group participation in activities. People who are not used to working together get a chance to participate and work as a team. By working through a task, the multiplicity of skills within the team is highlighted and the group learns new ways of working together. The advantages of team building are so many that almost all companies, small, medium or large have incorporated team building programs and strategies to their standard training curriculum.

Learning outcomes ü Able to understand the concept of a

team, and how to monitor success ü Able to understand the different

phases of team development model ü Able to identify the types of teams ü Knowledge of the benefits and

disadvantages of various team-building activities

ü Able to plan and manage best practice teams

ü Follow strategies for setting and leading team meetings

ü Being aware of diversity in a team.


Topics may include but are not limited to: ü Defining the Time Management goal and

identifying goal setting criteria

ü Structured Goal Setting with regard to clarity, challenge and commitment

ü Tools for prioritisation

ü Managing interruptions and procrastination

ü Delegation and performance management

ü Effective delegation

ü Monitor, evaluate, identify and manage poor performance

ü Performance improvement for teams

ü Building a high performance team

ü Identify conditions for high performance

ü Achieving a high performance team

ü Communications and reporting.


o Manager / Supervisor o Team leader o Team member o New employees o Part time / casual employees

ü Training topic options that can be delivered

as separate half day sessions: o Identify time management

opportunities o Time management techniques and

strategies o Coaching team members in time

management techniques o Monitoring effectiveness of time

management strategies.

Time Management Stream Efficient time management is the key to getting the most out of a person’s day and to effectively manage the increased pressures being placed upon the organisation due to market forces. Whether managing emails to juggling multiple projects, it is important that an organisation’s employees are able to reach their goals by learning how to budget their time wisely and effectively, overcome procrasitination, dealing with frequent distractions, and help to rethink and reprioritise on a moment’s notice.

Learning outcomes ü Able to set goals using known

techniques ü Ensure goals are integrated

between the organisation, team leader and team members

ü Use a system for prioritising goals and tasks

ü Delegate as part of teamwork ü Prepare work schedules and

learn to prioritise according to importance and urgency

ü Improve productivity for participants and others

ü Develop and utilise a personalised time management system.

For further information please contact SSMI Group representative:

Mr Michael Magelakis e: [email protected] p: +61 416 07 55 33 w: www.ssmigroup.com

Version October 2013

SSMI Group

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SSMI Short Courses