Upskill yourself, or your team, with flexible training blocks
Location:
We offer training at your office or ours (Sydney CBD)
Can we combine courses?
Choose 1 course or mix and match for a full day’s training.
Outcomes:
Learn key skills from courses tailored to your individual or business needs.
Cost: *
$399 +GST per person for half-day
$799 + GST per person for full-day
* Minimum 4 people per course from your company
Better a carrot than a stick
Course Name: Customer Service
Duration: 1 day
Course Code: PE.01
Principles:
How to make customer service a behaviour, not a task.
Whether customer facing or operational delivery, customer service is integral to individual performance and business goals.
Who is this course for?
Staff members
Team Leaders
Project Teams
Outcomes:
Understanding how customer service is beneficial to personal well-being, as evidenced by neuroscience, positive psychology and human behaviour. Improved engagement, confidence and communication
What really matters
Course Name: Stakeholder Engagement
Duration: Half day
Course Code: PE.02
Principles:
Failure to engage stakeholders effectively can derail any project.
Who is this course for?
Project managers
Change managers
Leaders
Outcomes:
A better understanding of the psychology of persuasion and the role of unconscious bias. Improved customer focus, uplift in communications planning and improved project management.
Working better together
Course Name: Improving Strategic Partnerships
Duration: Half day
Course Code: PE.03
Principles:
Why adopting a more pragmatic approach of working better together, rather than relying on contracts and penalties, saves money and reduces error rates
Who is this course for?
Partner Management or someone new to outsourcing
Outcomes:
Improved understanding of collaboration, in terms of both benefits and skills required, and the value of strategic partnerships
Still
standing
Course Name: Resilience
Duration: Half day
Course Code: PE.04
Principles:
Change can be disruptive when people, or teams, aren’t equipped to deal with it
Who is this course for?
Teams who have undergone, or going through, significant change
Outcomes:
Recognising change fatigue and how to manage that on an individual level.
A better understanding of individual and team strengths - which can be used to improve team dynamics and collaboration.
This course requires participants to take the free VIA (Values in Action) strength analysis test and bring their results to unpack
Let’s take
a walk
Course Name: Empathy in Customer Service
Duration: Half day
Course Code: PE.05
Principles:
Demonstrating empathy is critical to delivering great customer service. It becomes an imperative when addressing service failures.
Who is this course for?
Individuals or teams looking to get smart about customer service.
Outcomes:
An understanding of what empathy is and tools that can be used to demonstrate empathy.
How using these skills can build brand loyalty and improve NPS (Net Promoter Scores.)
How big is your iceberg?
Course Name: Unconscious Bias & Cultural Inclusion
Duration: 1 day
Course Code: PE.06
Principles:
We’re not trapped by what we think when we know why we think it.
Who is this course for?
HR & Leaders tasked with diversity challenges and building an inclusive culture.
Outcomes:
Better decision making and strategies to overcome knee-jerk reactions. Improved understanding of the challenges of diversity.
Leaving a
legacy
Course Name: Resolving Customer Conflicts Ethically
Duration: Half day
Course Code: PE.07
Principles:
How ethical resolution leads to better outcomes for staff, customers and company brand
Who is this course for?
Companies that value their customers and want to actively address their social media footprints while also promoting an internal culture of “Doing the right thing”.
Outcomes:
Bring able to understand principles, values and ethics and how they affect human behaviour.
Learn how to improve overall customer experience and NPS by resolving customer conflicts ethically and with better negotiation skills. This can lead to better results, fewer complaints and improvements to workplace morale.
Navigating new shores
Course Name: Bridging the culture divide in offshoring
Duration: Half day
Course Code: PE.08
Principles:
How improved cultural understanding between teams based offshore (or outsourced) can reduce conflict and improve service.
Who is this course for?
Companies with teams based offshore.
Outcomes:
A better understanding of other cultures, and their reference points, and the importance that has when working across multiple countries.
Hey, can we talk?
Course Name: Critical Service Conversations
Duration: Half day
Course Code: PE.09
Principles:
Better conversations lead to many positive outcomes including improved collaboration, productivity uplift and improved communication
Who is this course for?
Service Delivery Teams
Outsourced Teams
Outcomes:
Learn Appreciative Inquiry, how to repair strained relationships and build trust & loyalty
Service to a TEE
Course Name: Trust, Ethics and Empathy in Business
Duration: 1 day
Course Code: PE.10
Principles:
Trust is vital in any service relationship. Focusing on trust, within an ethical framework, informed by empathy, will make a difference to both the internal culture as well as a company’s commercial success
Who is this course for?
Leaders
Team Members
Anyone providing professional services
Outcomes:
Tools to help build, maintain and restore trust. The understanding of how to construct an ethical framework and how the role of empathy supports the overall customer service.