TRAININGSERVICES,PRODUCTS & COURSES

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INDEXOVERVIEWOFSERVICESANDPRODUCTS...................................................................................................3FAISREGULATORYEXAMS............................................................................................................................4CORPORATETRAININGPROGRAMMES/COURSES.......................................................................................7Administrativesupport.................................................................................................................................8Angermanagement......................................................................................................................................9Assertivenessandselfconfidence..............................................................................................................10Budgetsandfinancialreports.....................................................................................................................11Businessetiquette......................................................................................................................................12Businesswritingskills.................................................................................................................................13Coachingandmentoring............................................................................................................................14Communicationstrategies..........................................................................................................................15Conflictresolution......................................................................................................................................16Creativeproblemsolving............................................................................................................................17Customerservice........................................................................................................................................18Emotionalintelligence................................................................................................................................19Facilitationskills..........................................................................................................................................20Interpersonalskills......................................................................................................................................21Leadershipandinfluence...........................................................................................................................22Meetingmanagement................................................................................................................................23Motivatingemployees................................................................................................................................24Negotiationskills........................................................................................................................................25Personalproductivityskills.........................................................................................................................26Presentationskills.......................................................................................................................................27Proposalwriting..........................................................................................................................................28Salesfundamentals.....................................................................................................................................29Stressmanagement....................................................................................................................................30Supervisingothers......................................................................................................................................31Teamworkandteambuilding.....................................................................................................................32Timemanagement......................................................................................................................................33Workplacediversity....................................................................................................................................34CONTACTDETAILS......................................................................................................................................35

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OVERVIEWOFSERVICESANDCOURSES/PRODUCTSAppliedLearningAcademy(Pty)focusesontraininganddevelopmentneedsinrelationtothefinancialservices industry, including enhancement of employment opportunities for learnership students.Throughourbroadexperienceinfinancialservices,weareabletoassisttrainingprovidersandstudentsalikeinthepracticalapplicationoftrainingrequirementsasweunderstandtheirworkingenvironmentandspecificneeds.Weoffer:

u Trainingsupportservices:Trainingsupportservicesinfinancialservicesareofferedtocompaniesandtrainingprovidersandinclude:-

o Facilitation;o Developmentoftrainingmaterialandassessments;o Assessingandmoderationservices(INSETAaccreditedprogrammes);o Customisationoftechnical,productorin-housecoursestomeetaspecificobjective;o Assistancewithformulatingtrainingsolutions.

TrainingserviceshavebeenprovidedforoveradecadeatallNQFlevelsandacrossallfinancialservicessectors. Developers and facilitators are qualified and experienced and only accredited assessors andmoderatorsareutilisedforthedevelopmentormarkingofassessments.IndustryqualificationssuchastheINSETA-alignedShortTermInsuranceCertificateaswellasnonalignedtraining services are accommodated. Our team is qualified to deliver services across all the financialservicesindustryqualifications.

u Trainingcourses/products:Trainingandproductsareofferedinthefinancialservicessectoraswellasgeneralareas:-

o Regulatoryexamtrainingandproducts;o Corporatecoursesfocusingonspecificorganisationaldevelopmentobjectives.

MethodologyDevelopmentof trainingmaterial andassessments is tailored to suit thepreferencesof thebusiness.Everyeffortismadetoensurethatwrittenworkisoriginal,researched,accurateandcurrent.Different facilitation styles are used in conjunction with a range of aids to stimulate learning andinteraction,andtocreateaplatformforexperiential learning,e.g.classroomactivitiesanddiscussion,homeworktasks,videoclips,templates,andreallifeexamples.Throughoutallprogrammes,theaimistotranslatetheconceptsintoeffectiveandpracticaloutcomesthatcanbeappliedintheworkplaceandlife.

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FAISREGULATORYEXAMS:TRAININGANDPRODUCTS

IntroductionWeofferawiderangeofservicestohelprepresentativesandkeyindividualstosuccessfullycompletethelevel 1 regulatory exam through our resource centre. The workshops and resources are suited torepresentativesandkeyindividualsatalllevels.Regulatoryexamresourcesinclude:

u Onsiteorpublicworkshops;u Supportpackincludingsummariesofkeyinformationandexamtipsandtechniques;u Mockexams;u Examanalysis.

Servicesareofferedasapackage,ormaybeindividuallyselected.

Workshopsforrepresentatives(RE5)andkeyindividuals(RE1)Facetofaceworkshopsareoffered.Theseareintensiveworkshopsandcoveralltherequiredknowledgeareas as well as exam techniques and information and practice questions. The regulatory examworkshopsforeitherrepresentativesorkeyindividualsareheldoveratwodayperiod.Content:regulatoryexamworkshopforrepresentatives

u Representative’sduties;u Licensing;u ObligationsintermsoftheGeneralcode(disclosure,etc);u Financialproducts;u Debarment;u Complianceofficerandcompliancefunctions;u Recordkeeping;u Moneylaunderinglegislation;u Examinformationandtechniquestousewhenansweringquestions.

Content:regulatoryexamworkshopforkeyindividuals

u Representative’sduties;u Keyindividual’sduties;u Dutiesinrelationtorecruitmentandmanagementofrepresentatives;u Licensingapplication,conditions,maintenanceofalicenceandobligationsofafinancialservices

provider;u Offences,penalties,leviesanddirectives;u Applicationforsequestrationorliquidationandbusinessrescueproceedings;u ObligationsintermsoftheGeneralcodefromanoperationalpointofview;u Financialproducts;u Debarmentandsupervision;

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u Complianceofficerappointment,requirements,dutiesandfunctions;u Recordkeeping;u Moneylaunderinglegislation;u Regulatoryenvironment(Registrar’soffice);u Operationalability;u Auditingandaccountingrequirementsu Examinformationandtechniquestousewhenansweringquestions.

Outcomesu Preparationforfurtherself-study;u Understandingoftheknowledgerequiredtocompletetheexamsuccessfully;u Specificknowledgeonallthetopics;u Insightintomultiplechoicequestionsandtechniquestousewhenansweringdifferenttypesof

questions;u Accesstoadditionalresourcesthroughthesupportpacktoassiststudentsintheirstudiesaswell

asstrengthenexamtechnique;u KnowledgeonhowtheFAISrequirementsapplyindaytodayworkactivities.

RegulatoryexamsupportpackThesupportpackmaybepurchasedseparatelyforselfstudyorbeusedasasupplementtoaworkshop.Thisvaluablesupportpackincludes:

u Twomockexamswithseparatedetailedanswerexplanationsthatareausefultooltoidentifydevelopmentareasaheadoftheactualexam(anadditionalmockexamisavailableonrequest);

u Summaryofallimportantinformationforkeyindividualsincludingplainlanguageexplanations,diagramsand legal references–anexcellentstudyaid tohelpdigestandremembercriticalinformation(aseparatesummaryisprovidedforeitherrepresentativesorkeyindividuals);

u Summaryoftimeperiodsthatariseinthelegislation–therearesome30differenttimelinesinthelegislationthatareconvenientlysummarisedinthisresourcedocument;

u Exam information, tips and techniques that help build exam technique which in turncontributestowardssuccess.

Asupportpackisavailableforboththekeyindividualandrepresentativefirstlevelregulatoryexam.

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ExampackWhere a personhas already studied the content in depth and simplywants topractice aheadof theregulatoryexam,theexampackisthebestoption.Theexampackconsistsof:

u Twomockexamswithseparatedetailedanswerexplanationsthatareausefultooltoidentifydevelopmentareasaheadoftheactualexam(anadditionalmockexamisavailableonrequest).

Anexampackisavailableforboththekeyindividualandrepresentativefirstlevelregulatoryexam.ExamanalysisAppliedLearningAcademyoffersaregulatoryexamanalysisservice.Thisisespeciallyusefulforanyonewhohasattemptedtheexamanumberoftimesandbeenunsuccessful.Veryoften,thesamemistakesaremadeandsimilardisappointingresultsobtainedevenafterfurtherstudy.

Thepurposeoftheanalysisserviceistoidentifyanindividual’sspecificweakorproblemareas,andtoprovide tailored guidance and recommendations on further preparation and development for theregulatoryexam.Althoughmostrequestsarefrompeoplewhohavebeenunsuccessful inpassingtheregulatoryexamaftermultipleattempts,theanalysisserviceisalsousefultoassessexamreadiness.

Pleaserefertoourwebsiteorcontactusforaquoteorfurtherinformation.

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CORPORATETRAININGCOURSES

IntroductionCorporate training courses are non Seta aligned courses designed to address specific developmentalneeds within an organisation, e.g. business communication, presentation skills and mentoring skills.Workshopsareonedayindurationalthoughcertainpreliminarytasksmayberequiredbeforethetrainingcommences.Coursescanbecustomisedtosuitspecificrequirementsandencompassbothtechnicalandsoftskills.Coursesavailable(inalphabeticalorder)include:

1. Administrativesupport;2. Angermanagement;3. Assertivenessandselfconfidence;4. Budgetsandfinancialreports;5. Businessetiquette(moreindepththanthefoundationalskillscourseonmanagingwork);6. Businesswritingskills;7. Coachingandmentoring;8. Communicationstrategies;9. Conflictresolution;10. Creativeproblemsolving;11. Customerservice;12. Emotionalintelligence;13. Facilitationskills;14. Interpersonalskills;15. Leadershipandinfluence;16. Meetingmanagement;17. Motivatingemployees;18. Negotiationskills;19. Personalproductivityskills;20. Presentationskills;21. Proposalwriting;22. Salesfundamentals;23. Stressmanagement;24. Supervisingothers;25. Teamworkandteambuilding;26. Timemanagement;27. Workplacediversity.

Themainaim,contentandoutcomesofeachcourseissummarisedbelow.

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1. ADMINISTRATIVESUPPORTThe administrative support course aims to provide core skills to manage and organise routineadministrativeworkaswellasspecialtasks.Itissuitedforadministratorswheretasksaredeadlinedrivenandencompassestimemanagementprinciplesinconjunctionwithperformanceobjectives.Content:

u Gettingorganised;u Managingtimemoreeffectively;u Prioritisingtimetogeteverythingdone;u Completingspecialtasks;u Verbalcommunicationskills;u Non-verbalcommunicationskills;u Self-empowerment;u Dealingbetterwithmanagers.

Outcomes:u Effectiveadministrationtools;u Organisationalskillstobepunctualandeffectiveinwrittenandverbalcommunications;u Analysis,prioritisationandprocessingofinformationtoachieveperformancerequirementsand

objectives;u Identificationofpotentialproblems,overcomingobstaclesandleveragingresourceseffectively;u Managingtimewisely,communicatingeffectivelyandcollaboratingwithothersskillfully.

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2. ANGERMANAGEMENTThecourseonangermanagement isusefulbothtothe individualexperiencinganger issuesaswellaswhendealingwithangryindividuals,especiallycustomers.Content:

u Thecycleofanger;u Fightorflightresponse;u Helpfulandunhelpfulwaysofdealingwithanger;u Gainingcontrol;u Workingontheproblem;u Solvingtheproblem;u Personalplantodealwithanger;u Dealingwithangrypeople.

Outcomes:

u Understandingofangerdynamicsintermsoftheangercycleandthefightandflighttheory;u Knowledgeoncommonangermythsandtheirfactualrefutations;u Knowledgeonhelpfulandunhelpfulwaysofdealingwithanger;u Techniquesincontrollingangerincludingreadingangerwarningsignsandtechniquestoreduce

angerresponses;u Understandingthedifferencebetweenobjectiveandsubjectivelanguage;u Identificationoftherealproblemtriggeringanangerresponse;u Skillsandtechniquesinmakingadisagreementconstructive,includingeffectivenegotiationand

solution-building;u Knowledge on altering, avoiding and/or accepting ways of responding to an anger-provoking

situation;u Understandingtheenergycurveandhowitcanhelpinrespondingtosomeoneelse’sanger.

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3. ASSERTIVENESSANDSELFCONFIDENCE

Alackofassertivenessandselfconfidencecanleadtodisappointmentinone’spersonallifeandcareerandmaylimitpersonaldevelopment.Assertivenessskillshelpapersondealwithchallengesinapositiveconstructivemannerandleadstoimprovedselfconfidenceandrespect.Content:

u Definitionandexplanationsofthemeaningandapplicationofassertivenessandselfconfidence;u Obstacles;u Communicationskills;u Identifyingstrengthsandweaknessestoevaluateoneself;u TheSTARmethodindealingwithsituations(S=Situation,T=Task,A=ActionandR=result);u Copingtechniques;u Dealingwithdifficultbehaviour.

Outcomes:u Understanding of the meaning of assertiveness and self-confidence, and the four styles of

communication;u Insightintothetypesofnegativethinking,andhowonecanovercomenegativethoughts;u Understanding the difference between listening and hearing, and the importance of body

languageandquestioningskillsincommunication;u Defining the importance of goal setting, and practicing setting SMART goals for assertive

behaviour;u Usingmethodstounderstandone’sworthandtheuseofpositiveself-talk;u Theimportanceofapleasantappearanceandbodylanguageincreatingastrongfirstimpression;u Practicingsendingpositivecommunicationsphrased;u Rapport-building skills through assertivemethods of expressing disagreement and consensus-

buildingtechniques;u Practicingstrategiesforgainingpositiveoutcomesindifficultinterpersonalsituations.

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4. BUDGETSANDFINANCIALREPORTSCompaniesdealwithbudgetsandfinancialreportsinsomeformonaregularbasis.Theaimofthiscourseistoprovideabasicunderstandingofbudgetsandfinancialreportstoequipmanagerstomakedecisionsbasedonfinancialdata.Content:

u Introductiontofinancialconceptsandterminology;u Understanding the main financial statements (statement of financial position/balance sheet,

statementofcomprehensiveexpenditure/incomestatementandcashflowstatement);u Annualreports;u Analysisof financial statements including income,profitability, liquidity,working capital ratios

andreturnoninvestments;u Commonformsofbusinessbudgets;u Introductiontoforecastingtechniques;u Managingthebudget;u Legalrequirements.

Outcomes:u Understandingoftheterminologysurroundingfinancialstatements;u Knowledgeandskilltointerpretfinancialstatements;u Analysingfinancialstatements;u Introductiontobusinessbudgets;u Understandingthelegalframeworkoffinancialstatements.

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5. BUSINESSETIQUETTEGoodbusinessetiquettemeansbeingwell-manneredandconsiderate indealingwithotherstocreateengaging,productiveandlongtermbusinessrelationships.Thiscourseintroducesparticipantstobusinessetiquette,aswellasprovidesguidelinesforthepracticeofbusinessetiquetteacrossdifferentsituations.Thiscourseisatahigherlevelthanthefoundationalworkreadinesscourse.Content:

u Understandingetiquette;u Networking;u Meetingandgreeting;u Diningandeatingout;u Businessemailetiquette;u Telephoneetiquette;u Writtenletter;u Dress;u Internationaletiquette.

Outcomes:u Understanding themeaningof etiquette andhowetiquette canbeof value to a companyor

organisation;u Understanding the guidelines on how to make effective introductions including giving a

handshake;u Identifyingthethreemainwaystomakeagoodimpression;u Knowledgeofdifferentlevelsofconversation;u Understandingplace settings,napkinetiquette,basic tablemanners,protocol inordering ina

restaurant,handlingalcoholinabusinessmeal,payingthebillandtipping;u Understandingbasicguidelineswhenitcomestotheproperformofaddress,grammarstandards

anduseofacronymsine-mails;u Understandingbasicguidelinesintheuseofthetelephone,voicemailandcellphone.

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6. BUSINESSWRITINGSKILLSThebusinesswritingskillscourseserveseitherasarefresheroranintroductiontobasicwritingconcepts(such as spelling, grammar, and punctuation). The course includes an overviewof themost commonbusinessdocuments,e.g.reportsandagendasandrightactionstoenhanceprofessionalcommunication.It is one of our recommended courses for entry level employees or learners on a learnership as thedifference between acceptable forms of communication through socialmedia such asWhatsapp andFaceBookandwritinginabusinesscontextisnotalwaysunderstoodorappreciated.Content:

u Spellingandgrammar;u Constructingsentencesandcreatingparagraphs;u Basicstructure,formatandstyleof:

o Agendas;o E-mails;o Businessletters;o Reports;o Proposals

u Proofreadingandfinishing.

Outcomes:u Increasingawarenessofcommonspellingandgrammarissuesinbusinesswriting;u Reviewofbasicconceptsinsentenceandparagraphconstruction;u Knowledge of the basic structure of agendas, email messages, business letters, business

proposals,andbusinessreports;u Tips and techniques tousewhendeciding themost appropriate format touse in a particular

scenario;u Basic knowledge on other forms of business communication, e.g. a request for proposals,

executivesummaries;u Definingproofreadingandunderstandingtechniquesinimprovingproofreadingskills;u Introductiontopeerreviewandwaysthatpeerreviewcanhelpimprovebusinesswritingskills;u Guidanceonprintingandpublishingbusinesswriting.

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7. COACHINGANDMENTORINGCoachingisaprocessofrelationshipbuildingandsettinggoalsandinstructinganemployeetoimproveperformance while mentoring includes guidance, counseling and supporting activities to help anemployeetodevelop.Thiscourseexplainstheroleandfunctionsofcoachingandmentoringandprovidesguidanceonhowtoimplementtheseemployeedevelopmenttechniqueswithinacompany.Content:

u Introductiontocoachingandmentoring;u TheGROWmodel(G=goalsetting,R=realitycheck,O=optionsdeveloped,andW=wrapinto

aplan);u SettingSMARTgoalswithintheGROWmodel;u Understandingtherealities;u Developingoptions;u Wrappingintoanactionplan;u Understandingoftheimportanceoftrust;u Providingfeedbacktoencouragegrowthanddevelopment;u Overcomingobstacles;u Understandingthedifferencebetweencoachingandmentoringmodels,andwhenaparticular

modelisbettersuited.

Outcomes:u Definingcoaching,mentoringandtheGROWmodel;u IdentifyingandsettingappropriategoalsusingtheSMARTtechniqueofgoalsetting;u Identifyingthestepsnecessaryindefiningthecurrentstateorrealityofanemployee’ssituation;u Identifying the steps needed in defining options for an employee and turning them into a

preliminaryplan;u Identifyingthestepsindevelopingafinalisedplanorwrappingitupandgettingtheemployee

motivatedtoaccomplishthoseplans;u Identifyingthebenefitsofbuildingandfosteringtrustwithemployees;u Identifyingthestepsingivingeffectivefeedbackwhilemaintainingtrust;u Identifyingandovercomingcommonobstaclestothegrowthanddevelopmentofanemployee;u Identifying when the coaching is at an end and transitioning an employee to other growth

opportunities;u Identifying the difference between mentoring and coaching, using both to enable long-term

developmentthroughapositiverelationshipwithanemployee.

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8. COMMUNICATIONSTRATEGIESCommunicationisameansofsendingorreceivinginformation; itgoesbeyondtheactualwordsused.Whilewrittenorverbalcontactismadebetweenpartiesonaconstantbasis,morethan70%ofemployeesinSouthAfricahighlightedtheneedforbettercommunicationfrommanagers(surveyconductedbyPTD–ThestateofemployeeengagementinSouthAfrica).Incontrast,0%ofmangerswhorespondedbelievedthat there was no need for improved communication. Communication between managers andemployees,aswellasbetweenemployeesindifferentpositionsandcustomerscanbeimprovedifbetterunderstood and better skills are developed. This course provides insight into the different forms ofcommunication,andthemoresubtleaspectsthatimpactonthesuccessorfailureofcommunication.Content:

u Thebigpictureofcommunication;u Identificationandunderstandingcommunicationbarriers;u Theinfluenceofparaverbalfactorsoncommunication,e.g.pitch,toneandspeed;u Theinfluenceofnonverbalcommunication,e.g.bodylanguagegestures;u VerbalcommunicationusingtheSTARmethod;u Listeningskills;u Thetypesofquestionsandappreciativeenquiry;u Theartofconversation;u Advancedcommunicationskillandusing“I”messages.

Outcomes:u Understandingcommunication;u Identifyingdifferentformsofcommunication;u Identifyingbarrierstocommunicationandhowtoovercomethem;u Developingnon-verbalandparaverbalcommunicationskills(howwesaysomething);u UsingtheSTARmethodtospeakonthespot;u Listeningactivelyandeffectively;u Askinggoodquestions;u Usingappreciativeinquiryasacommunicationtool;u Adeptlyconversingandnetworkingwithothers;u Identifyingandmitigatingprecipitatingfactors;u Establishingcommongroundwithothers;u Using“I”messages.

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9. CONFLICTRESOLUTIONConflictisinevitableandifemployeesarebetterequippedtodealwithconflictsituationseffectively,therepercussionscanbeminimisedorusedconstructivelyforimprovement.Thiscourseprovidesastepbystepprocesstoresolveconflictsanddealwithangerusing‘theagreementframe’.Thetoolsandskillsareusefulinone’spersonallifeaswell.Content:

u Introductiontoconflictresolutionandtheprocess;u Conflictresolutionstyles;u Creatinganeffectiveatmosphere;u Creatingamutualunderstanding;u Focusingonindividualandsharedneeds;u Generatingoptions;u Buildingandimplementingasolution.

Outcomes:u Understandingofconflictandthemeaningofconflictresolution;u Understandingallsixphasesoftheconflictresolutionprocess;u Understandingthemainstylesofconflictresolution;u Beingabletoadapttheprocessforalltypesofconflicts;u Beingabletobreakoutpartsoftheprocessandusethosetoolstopreventconflict;u Beingabletousebasiccommunicationtools,suchastheagreementframeandopenquestions;u Beingabletoapplybasicangerandstressmanagementtechniques.

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10. CREATIVEPROBLEMSOLVINGThereisacoreprocessthatappliestotheidentificationandimplementationofsolutionsforproblems.Thiscourseprovidesanoverviewoftheentirecreativeproblemsolvingprocessaswellastoolsthatbeappliedindaytodayworkorhomelife.Content:

u Introductiontocreativeproblemsolving;u Gatheringinformation;u Definingandanalysingtheproblem;u Preparingforbrainstormingaspartofproblemresolution;u Generatingsolutions;u Analysingsolutions;u Planningstepstoimplementsolutions;u Evaluation,recordingandcelebratingsuccess.

Outcomes:u Understandingproblemsandthecreativeproblemsolvingprocess;u Identifyingtypesofinformationtogatherandkeyquestionstoaskinproblemsolving;u Identifyingtheimportanceofdefiningaproblemcorrectly;u Identifyingandusingdifferentproblemdefinitiontools;u Writingconcreteproblemstatements;u Usingbasicbrainstormingtoolstogenerateideasforsolutions;u Usingideageneratingtools,suchasaffinitydiagrams,theboxmethod,thesixthinkinghats,and

theblinkmethod;u Evaluatingpotentialsolutionsagainstcriteria,includingcost/benefitanalysisandgroupvoting;u Performingafinalanalysistoselectasolution;u Understandingtherolesthatfactandintuitionplayinselectingasolution;u Understandingtheneedtorefinetheshortlistandredefineit;u Understandinghowtoidentifythetasksandresourcesnecessarytoimplementsolutions;u Evaluatingandadaptingsolutionstoreality;u Followingupwithsolutionimplementationtocelebratesuccessesandidentifyimprovements.

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11. CUSTOMERSERVICEIntoday’scompetitiveworld,productstructure,benefitsandpricingbetweencompaniesareveryoftensimilar. Customer service has become amajor differentiator between companies as customers havemultipleoptionsonwheretoplacetheirbusiness.Customersincludeinternalandexternalcustomers;goodinternalandexternalcustomerservicebothcontributetowardsenhancedperformance.Thiscourseprovidestheframeworkofgoodcustomerservicetechniquesthatcanbeappliedinternallyorexternally.It also deals with the softer skills that make a difference when serving customers, e.g. dealing withcomplaints in a sympathetic and constructive way, taking ownership of seeing a query through tocompletion.Content:

u Internalandexternalcustomers;u Thepowerofattitudeinservice;u Identifyingandaddressingcustomerneeds;u Generatingreturnbusiness;u Facetofaceinteractions;u Telephonicinteractions;u Electronicinteractions;u Recoveringdifficultcustomers;u Understandingwhentoescalate;u Tenthingsthatcanbedonetoimpresscustomers.

Outcomes:u Understandingcustomerserviceinrelationtoallcustomers,bothinternalandexternal;u Recognisinghowattitudeaffectscustomerservice;u Identifyingcustomers’needs;u Usingoutstandingcustomerservicetogeneratereturnbusiness;u Buildinggoodwillthroughin-personcustomerservice;u Providingoutstandingcustomerserviceoverthephone;u Connectingwithcustomersthroughonlinetools;u Dealingwithdifficultcustomers.

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12. EMOTIONALINTELLIGENCEEmotionalintelligencehasbecomerecognisedasacorecompetencythatcontributessignificantlytoanindividual’s effectiveness and well being. Some employers include an assessment of emotionalintelligenceintheirrecruitmentprocessesasanemployeewith‘commonsense’andagoodattitudeismorelikelytocontributepositivelytoacompanythanawellqualifiedemployeewithapoorattitudeorpoor self management skills. The emotional intelligence course provides knowledge on emotionalintelligenceaswellasskillsandtoolsthancanbeappliedtofurtherdevelopemotionalintelligence.Content:

u Definingemotionalintelligenceintermsofselfmanagement,selfawareness,selfregulation,selfmotivationandempathy;

u Skills in emotional intelligence including accurately perceiving emotions, using emotions tofacilitatethinkingandmanagingemotions;

u Verbalcommunicationskillsusingfocusedthinking,questionsandcommunicatingwithflexibilityandauthenticity;

u Significantnonverbalcommunicationskills;u Socialmanagementandresponsibility;u Toolstoregulateemotions;u Gainingcontrol;u Businesspractices;u Theimpactofoptimismandpessimism.

Outcomes:u Defining and practicing selfmanagement, self awareness, self regulation, selfmotivation and

empathy;u Understanding,usingandmanagingemotions;u Verballycommunicatingwithothers;u Successfullycommunicatingwithothersinanon-verbalmanner;u Identifyingthebenefitsofemotionalintelligence;u Relatingemotionalintelligencetotheworkplace;u Balancingoptimismandpessimism;u Effectivelyimpactingothers.

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13. FACILITATIONSKILLS

Facilitation in this context relates to creating the right atmosphere for a group to discuss specificobjectives andmanaging theprocess to create a successful outcome. It is not a facilitator course fortrainersbutratherprovidesknowledgeandtoolsformanagersandotherroleplayers inabusinesstofacilitateeffectivegroupdiscussions.Content:

u Understandingfacilitation;u Understandingtheroleofthefacilitator;u Thefacilitationprocessandfocus;u Layingthegroundwork;u Tuckman’sandJensen’smodelofteamdevelopment;u Buildingconsensus;u Reachingadecisionpoint;u Dealingwithdisruptionsandhelpingagrouptoresolveissuesontheirown;u Addressinggroupdysfunction;u Interventiontechniques.

Outcomes:u Definingfacilitationandidentifyitspurposeandbenefits;u Clarifyingtheroleandfocusofafacilitator;u Differentiatingbetweenprocessandcontentinthecontextofagroupdiscussion;u Providingtipsinchoosingandpreparingforfacilitation;u Identifyingafacilitator’srolewhenmanaginggroupsineachofTuckmanandJensen’sstagesof

groupdevelopment:forming,storming,normingandperforming;u Identifyingwaysafacilitatorcanhelpagroupreachaconsensusfromencouragingparticipation

tochoosingasolution;u Providingguidelinesindealingwithdisruptions,dysfunctionsanddifficultpeopleingroups;u Definingwhatinterventionsare,whentheyareappropriateandhowtoimplementthem.

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14. INTERPERSONALSKILLSInterpersonal skills encompass communication skills, negotiation techniques, networking andconversation skills. This course therefore provides constructive tools that can be applied in differentinterpersonalinteractions.Content:

u Verbalandnon-verbalcommunicationskills;u Levelsofconversation;u Goodconversationskills;u Influencingskills;u Sharingopinions;u Thebasicsofnegotiation;u Makinganimpact.

Outcomes:u Understandingthedifferencebetweenhearingandlistening;u Knowingwaystoimprovetheverbalskillsofaskingquestionsandcommunicatingwithpower;u Understandingnon-verbalcommunicationandhowitcanenhanceinterpersonalrelationships;u Identifying the skills needed in starting a conversation, moving a conversation along, and

progressingtohigherlevelsofconversation;u Identifying ways of creating a powerful introduction, remembering names and managing

situationswhenyou’veforgottensomeone’sname;u Understandinghowseeingtheotherside,buildingbridgesandgiving inwithoutgivingupcan

improveskillsininfluencingotherpeople;u Understandinghowtheuseoffactsandemotionscanhelpbringpeopletoyourside;u Identifyingwaysofsharingone’sopinionsconstructively;u Learning tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a

negotiation;u Learningtipsinmakinganimpactthroughpowerfulfirstimpressions,situationassessment,and

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15. LEADERSHIPANDINFLUENCECompaniesappointmanagerstodirectactivitiesinaparticularareatoachievespecifiedoutcomes.Oftenmanagersarepromotedintodecisionmakingpositionsbecauseoftheirskillsandknowledgeinanareaandasaresultofgoodperformance.However,unlessamanageralsohasleadershipskills,problemsarise.Symptomsofa lackof leadership (ratherthana lackofmanagerialskills) includea failuretodelegateefficiently,discordbetweenemployeesinthemanager’steam,individualteammemberswhofallshortofperformancestandards,complaints,higherthanaveragestaffturn-overandincreasedabsenteeism.Asuccessfulteamleader/managerneedstobebothastrongleaderandmanagertogettheirteamonboardto follow themwith the right actions towards specific goals. This course introduces themanager toleadershipconceptsandtoolstoenhanceleadershipskills.Content:

u Introductiontoleadershiptraitsandprinciples;u Theevolutionofleadershipincludingthe‘GreatMan’and‘Trait’theories;u Transformationalleadership;u Situationalleadership:telling,selling,participatinganddelegating;u AnintroductiontoKouzesandPosneraspartofapersonalinventory;u Inspiring,enablingandencouragingothers;u Settingleadershipgoals;u Modelingtheway;u Inspiringasharedvision;u Challengingtheprocess;u Theimportanceofencouragement,respectandtrust;u Sharingrewards,celebratingaccomplishmentsandmakingcelebrationpartoftheculture;u Basicinfluencingtechniques;u SettingSMARTgoalsforalongtermplan.

Outcomes:u Definingleadership;u Explainingthe‘GreatManTheory’;u Explainingthe‘TraitTheory’u UnderstandingTransformationalLeadership;u Understandingthepeopleyouleadandhowtoadaptyourleadershipstyles;u Explainingleadingbydirecting;u Explainingleadingbycoaching;u Explainleadingbyparticipating;u Explainleadingbydelegating;u KouzesandPosner’sleadershipmodels;u Conductingapersonalinventory;u Creatinganactionplan;u Establishingpersonalgoals.

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16. MEETINGMANAGEMENT

Everymeetingmustserveaneffectivepurposeandoutcome.Apoorlyarrangedmeetingcanmeanthatnotallrequiredparticipantsattend,venueorotherarrangementsfailtomaterialise,discussionsgoofftrackand/oractionsasaresultofdiscussionsarenotcarriedout.Thiscourseprovidesthebasictoolstoinitiate andmanage ameeting in a systematic way to achieve its purpose and result in the desiredoutcome.Content:

u Planningandpreparingforameeting;u Time,venue,agenda,materials,invitationsandlogistics;u Settingupthemeetingspace;u Meetingrolesandresponsibilitiesincludingthechairperson,takingminutesandparticipants;u Chairingameeting;u Dealingwithdisruptionsandpersonalityconflicts;u Makingthemostofthemeeting.

Outcomes:

u Planningandpreparing;u Identifyingtheparticipants;u Choosingthetimeandplace;u Creatingtheagenda;u Settingupthemeetingspace;u Incorporatingelectronicoptions;u Meetingrolesandresponsibilities;u Usinganagenda;u Chairingameeting;u Dealingwithdisruptionsincludingcellphonesanduseofelectronicmediaduringmeetings;u Dealingprofessionallywithpersonalityconflicts;u Takingminutes;u Makingthemostofthemeeting.

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17. MOTIVATINGEMPLOYEESThetraditional‘stick’approach(threatsintheeventofnonperformance)or‘carrot’approach(typicallyafinancialreward,e.g.incentivebonus)arenotthebestmotivatorsformanyemployees,especiallyXandYgenerationemployees.Amotivatedemployeeisactivelyengagedatworkwithouttheneedforconstantsupervision.Recentstudiesshowedthatabout42%ofemployeesarenotmotivatedtomakeanychangesorperform functions thatarenot specifically listedasa job requirement.A surveyconductedbyAonInsuranceCompany in theUKdetermined that just a 5% improvement in employee engagement cancontribute as much as 3% to annual revenue. Employee engagement begins with the right type ofmotivationasdescribedinthiscourse.Content:

u ApsychologicalapproachincludingHerzberg’stheoryofmotivationandMaslow’shierarchyofneeds;

u Objectorientatedtheory;u Usingreinforcementtheory;u Behaviourmodification;u Usingexpectancytheory;u Theroleofpersonalityinmotivation;u Settinggoals;u Apersonaltoolboxtobuildapersonalmotivationplan,encouraginggrowthanddevelopment;u Motivationonthejob;u Addressingspecificmoraleissues;u Keepingmotivated.

Outcomes:u Definingmotivation,anemployer’sroleinitandhowtheemployeecanplayapart;u Identifyingtheimportanceofemployeemotivation;u Identifyingmethodsofemployeemotivation;u Describing the theories which pertain to employeemotivation – with particular reference to

psychology;u Identifyingpersonalitytypesandhowtheyfitintoaplanforemployeemotivation;u Settingclearanddefinedgoals;u Identifying specific issues in the field, addressing these issuesandhow tomaintain this going

forward.

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18. NEGOTIATIONSKILLSNegotiationskillsarenotjustforemployeesdealingwithcustomersormanagerswhonegotiatedealsforservices. Negotiation is used in every day work and home life scenarios. This course introducesparticipantstothephasesofnegotiation,toolstouseduringanegotiationandmostimportantly,provideswaystobuildwin-winsolutions.Content:

u Understandingnegotiation;u Gettingprepared;u Layingthegroundworkandestablishingcommonground;u Exchanginginformation–gettingoffontherightfootandknowingwhattoshare;u Bargainingandbreakinganimpasse;u Mutualgain;u Closingthroughconsensusandwettingthetermsofanagreement;u Negotiatingviatelephoneoremail;u Negotiatingonsomeone’sbehalf.

Outcomes:u Understandingthebasictypesofnegotiations,thephasesofnegotiations,andtheskillsneeded

forsuccessfulnegotiating;u Understandingandapplyingnegotiatingconcepts;u Layingthegroundworkfornegotiation;u Identifyingwhatinformationtoshareandwhattokeeptoyourself;u Understandbasicbargainingtechniques;u Applyingstrategiesforidentifyingmutualgain;u Understandinghowtoreachconsensusandsetthetermsofagreement;u Dealingwithpersonalattacksandotherdifficultissues;u Usingthenegotiatingprocesstosolveeverydayproblems;u Negotiatingonbehalfofsomeoneelse.

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19. PERSONALPRODUCTIVITYSKILLSThis course is one of our recommended ‘all rounder’ courses as it provides a practical approach toorganisingoneselftomeetdeliverables,accomplishgoalsandbalancelife.Content:

u Settinggoals;u Theimportanceofroutines,practicingroutinesandwaystosimplifylife;u Schedulingandtracking;u Keepingontopoftasks;u Tacklingnewtasksandprojects;u Basicprojectmanagementtechniques;u Creatingaworkspace;u Organisingfiles;u Managinge-mail;u Beatingprocrastination.

Outcomes:u Takingtimeouttodecompressandrefocusformoreproductiveprojectoutcomes;u Makingtheefforttoexpressgoodwill,respectandempathyforothers;u Adaptingtounexpectedrequestsofindividualsandteamsbygoingwiththeflow;u Keepingupwithinformationdynamics;u Attendingtoneedspromptlyandefficiently;u Showingmorerespectandcompassiontootherstoenhanceproductivity;u Mutualsharingandacceptingdifferentinterests,informationandideas;u Rememberingtosmileandshowappreciationandgratitude.

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20. PRESENTATIONSKILLSGoodpresentationskillscanbeappliedatmanylevels,e.g.presentingasolutiontoaninternalorexternalclient,presentinginformationonaninternalmatteratameeting,presentingconceptsduringmentoringandcoachingactivities.Thiscourseisatanintroductorylevelandprovidesfoundationalknowledgeandskillstoconductprofessionalpresentations.Notethatasecondlevelofthecourseisavailablethatfocusesonpublicspeaking,i.e.presentingtoawiderexternalaudience.Content:

u Creatingtheprogrammethroughanalysis;u Structuringthepresentationbywritingabasicoutline,researchingandexpandingonthe

mainpoints;u Choosingadeliverymethodtosuittheaudienceandtimeallocation;u Verbalcommunicationskills;u Non-verbalcommunicationskills/body-language;u Overcomingnervousness;u Rehearsalandpractice;u Creatingvisualaids;u UsingPowerPointtocreatecompellingpresentations;u Videosandaudioaids;u Encouragingdiscussionanddealingwithquestions.

Outcomes:u Performinganeedsanalysis;u Preparinganoutlineforthecontentandexpandingonthecontent;u Selectingasuitablepresentationdeliverymethod;u Practicingverbalandnon-verbalcommunicationskills;u Knockingdownnervousness;u Developingandusingaudioand/orvisualaids;u CreatingtargetedPowerPointpresentations;u Interactingwiththeaudience.

OptionaladditionalactivityThemajorityofthecorporatetrainingcoursesprovidetoolsandskillsthatcanbeappliedindaytodayactivities. However, presentation skills cannot always be practiced due to lack of opportunity. Wethereforerecommendthatparticipantsberequiredtopresentatasecondsessiononaspecifictopictoapplylearningfromthecoursewhiletheknowledgeandinformationisfresh.Thecompanymaynominateatopicthatservesabusinessoutcometomaximisethebenefitsofthecourse.RETURNTOINDEX

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21. PROPOSAL/REPORTWRITINGProposalsandreportsdifferfromdailycommunicationduetotheirlengthandthedepthwithwhichatopicisbeingtackled.Agoodreportorproposaliswellstructuredandcarriesaclearmessage.Thiscourseprovidesaguideonwritingprofessionalreports/proposals.Content:

u Introductiontowritingareportorproposal;u Identifyingthepurposeandaudience;u Performinganeedsanalysisandformulatingagoalstatement;u Preparinganoutlineoftheframework;u Findingfacts;u Writingskillsincludingspelling,grammar;workingwithwords,constructingsentences,persuasive

writing,masteringvoice,paragraphs,transitionsandconclusions;u Writingtheproposalorreport;u Useofdiagramsandillustrations;u Checkingforreadabilityandclarity;u Proofreadingandeditingtoachieveaprofessionallookandfeel;u Creatingthefinalpackage.

Outcomes:u Identifyingthepurposeofaproposalorreport;u Identifyingdifferenttypesofproposals/reports;u Identifyingandperformingthestepsinthewritingprocess;u Performinganeedsanalysisandformulatingagoalstatement;u Preparinganoutline;u Improvingwritingskillswithavarietyoftechniques;u Usingappropriateresourcesandghostingtobuildastrongcase;u Addingillustrations;u Proofreadingandediting;u Addingthefinishingtouchestocreateaprofessional-lookingfinalproduct.

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22. SALESFUNDAMENTALSThiscoursecoversthebasicsalesprocessandprovidesapplicablesalestoolstohelpsalespeoplecreatequalitysalesandclosemoredeals.Content:

u Typesofsalesandcommonsalesapproaches;u Gettingpreparedtomakethecall;u Theneedsanalysisandcreatingpotentialsolutions;u Creativeopeningsforcoldandwarmcalls;u Makingthepitch;u Handlingobjections;u Sealingthedeal:closing;u Followingup;u Managingdata;u Usingaprospectboardandgettingreferrals.

Outcomes:u Understandingthelanguageofsales;u Preparingforasalesopportunity;u Beginningthediscussionontherightfoot;u Makinganeffectivepitch;u Handlingobjections;u Sealingthedeal;u Followinguponsales;u Settingsalesgoals;u Managingsalesdata;u Usingaprospectboard.

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23. STRESSMANAGEMENTStressisamajorfactorofworkinglifeinSouthAfrica,especiallyiftheemployeeisbasedintheGautengarea(fasterpaceoflife,greaterlevelsoftrafficandhigherlevelsofcrime).Stresscontributestowardsmanylifestylediseasesandimpairsaperson’sabilitytoperformproductivelyandenjoyqualityof life.Stressmanagementisnotjustausefulskillbuthasbecomeanecessaryskilltocopewithlife’sdemandsinahealthyway.Content:

u Understandingstressandeustress;u Creatingastressreducinglifestyle;u Alteringthesituation,whereapplicable;u Avoidingthesituation,whereapplicable;u Acceptingthesituation,whereapplicable;u Usingplanning,routinesandorganisationaltoolstoreducestress;u Physicalrelaxationtechniques;u Copingwithmajorevents;u Formulatingapersonalstressreductionplan.

Outcomes:u Identifyingthebestapproachtoastressfulsituation(Alter,Avoid,orAccept);u Understandingwhatlifestyleelementsyoucanchangetoreducestress;u Usingplanning,organisationandroutinestoreducestress;u Usingenvironmentalandphysicalrelaxationtechniques;u Copingbetterwithmajorevents;u Usingastresslogtoidentifystressorsandcreateaplantoreduceoreliminatethem.

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24. SUPERVISINGOTHERSThesupervisioncourseisaimedatenhancingtheteamleaderormanager’ssupervisionskillsandisoneofourrecommended‘allrounder’courses.Althoughitaddressessomeleadershiptopics,thecoursetakesa practical approach to day to day supervision of staff and is recommended for team leaders andmanagers.Content:

u Settingexpectations;u Settinggoalsandhelpingotherssetgoals;u Assigningwork:generalprinciples,thedictatorialapproach,theapple-pickingapproachandthe

collaborativeapproach;u Degreesofdelegationandwheneachisappropriate;u Implementingdelegation;u Monitoringresults;u Providingfeedback;u Managingtimeusingtheurgent-importantmatrix,routinesandsystems;u Resolvingconflictwithintheteam;u Tipsforspecialsituations;u Asurvivalguideforthenewsupervisor.

Outcomes:u Definingrequirementsforparticulartasks;u Settingexpectationsforemployees;u SettingSMARTgoalsforyourself;u HelpingemployeessetSMARTgoals;u Assigningworkanddelegatingappropriately;u Providingeffective,appropriatefeedbacktoemployees;u Managingtimemoreefficiently;u Helpingteammembersresolveconflicts;u Understandinghowtomanageeffectivelyinparticularsituations;u Understandingwhatanewsupervisorneedstodotogetstartedontherightpath.

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25. TEAMWORKANDTEAMBUILDINGTeamworkispartofeverydaylifeasweworkinteamsinourfamilyunit,communityandatwork.Thiscourseexploresdifferentaspectsofateamandwaysthatteamscanbebuiltupfromboththeleader’sperspectiveandtheteammember’sperspective.Additionaltoolsandtemplatesareprovidedtoaidteamleadersinimprovingteamleadershipandmanagement.Content:

u Introductiontheconceptofteam;u DefiningsuccessusingTuckmanandJensens’fourphasemodel;u Typesofteams;u Thefirststageofteamdevelopment:forming;u Thesecondstageofteamdevelopment:storming;u Thethirdstageofteamdevelopment:norming;u Thefourthstageofteamdevelopment:performing;u Appropriateteambuildingactivities;u Makingthemostofteammeetings;u Solvingproblemsasateam.

Outcomes:u Understandingtheconceptofateam,anditsfactorsforsuccess;u ExplainingthefourphasesoftheTuckmanteamdevelopmentmodelandbeingabletodefine

theircharacteristics;u Knowledgeofthethreetypesofteams;u Describingactions to takeasa leaderandasa follower foreachof the fourphases (forming,

storming,normingandperforming);u Beingabletodiscusstheuses,benefitsanddisadvantagesofvariousteam-buildingactivities;u Introductiontoteam-buildingactivitiesthatcanbeused,andinwhatsettings;u Followingstrategiesforsettingandleadingteammeetings;u Detailproblem-solvingstrategiesusingtheSixThinkingHatsmodelandoneconsensus-building

approachtosolvingteamproblemsu Identifyingactionstodo,andthosetoavoidwhenencouragingteamwork.

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26. TIMEMANAGEMENTTimemanagement skills are critical to sustainable results andachievingabalancebetweenworkandhomelifetoreducestressandaccomplishgoals.Thiscoursealignswithunitstandard117171:Managetimeeffectively.Thiscourseissuitedforentrylevelemployees,andemployeeswhodisplayalackoftimemanagement skills, e.g. an employee who is regularly late for work, appointments, meetings ordeliverables.Content:

u Analysisofactivitiestoidentifyproductivityintermsofqualityandquality;u Lifeanalysisincludingthelinkbetweenstressandtimemanagement;u Theconceptofabalancedlifestyleandanevaluationofworkandpersonalcommitments;u Identificationofsupportstructuresandresourcestomakeimprovements;u Identificationoftimemanagementtoolsandwheneachisappropriate,u Goalsettingandmeasurement;u Useoftheurgent/importantmatrixinprioritisingtasks;u Settingrealisticshort,mediumandlongtermgoalstoachieveabalancedlifestyle;u Implementationofanactionplan;u Review.

Outcomes:u Identifying,analysingandevaluatingpersonaluseoftime;u Understandingtheconceptofabalancedlifestyle;u Researchingaspectsofabalancedlifestyleandtheirrelationshiptoproductivity;u Investigatingandapplyingtoolsandtechniquestomanagetime;u Identifyingsupportstructuresthatcancontributetowardssuccess;u Creatingrealisticgoalsandactionplans;u Implementationofactionplans,measurementsofprogressandreview;u Applyingknowledgeoftimemanagementtoenhanceownproductivityandlifestyle.

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27. WORKPLACEDIVERSITYTherearefewplacesintheworldthathavethesamelevelofdiversityasintheSouthAfricanworkplace.Differences in age, gender, culture etc can lead to unfair discrimination, misunderstanding, cliquesformingandsegregationwithinateam.Thiscourseisaimedattransformingstereotyping,discriminationandotherbarrierstoamindsetofembracingdiversity.Embracingdiversitymeansacknowledgingandappreciatingculturalorotherdifferencesandmakingthemostofdiverseviewsandbackgrounds.Content:

u Understandingdiversity;u Alegalandhistoricviewofdiversity;u Understandingstereotypesandbiases;u Breakingdownbarriers;u Verbalcommunicationskillsinadiversecontext;u Non-verbalcommunicationandsomeculturaldifferencesinnon-verbalcommunication;u Beingproactivebypreventinganddiscouragingdiscrimination;u Copingwithdiscrimination;u Dealingwithdiversitycomplaintsasanindividual,managerororganisation.

Outcomes:u Understandingthedefinition,termsandhistoryofdiversity;u Understandingthemeaningofstereotypesandbiases,howtheydevelop,andthereasonsfora

personalperspective;u Knowledgeofstrategies for removingbarriers toencouragingdiversityasan individual, in the

workplace,andinthesocialcommunity;u Using active listening skills to receive messages in a diverse population, employing effective

questioningtechniques,andcommunicatingwithstrength;u Understandingtheimportanceofbodylanguageandrecognisingitsimportanceininterpersonal

communications;u Identifying ways to encourage diversity in the workplace, and prevent and discourage

discrimination;u Understanding and responding to personal complaints, and developing a support system to

managetheresolutionprocess;u Knowledgeofstepsthatamanagershouldtaketorecordacomplaint,analysethesituation,and

takeappropriateresolutionaction.

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CONTACTDETAILSPleasecontactusforfurtherinformationorforaquote:

u TamaraJacobsenCFP®u Mobile|0824590993u Email|tamara@appliedlearning.co.za|info@appliedlearning.co.zau Website|www.appliedlearning.co.zau Tel|+27114528829