Time and Priority Management at Work Training Course

Introduction

Each one of us serves customers, providing a positive customer service to customers is crucial and creating opportunities for repeat business is is important.

The Customer Care Service course will look at all types of customers and how to serve them better and improve ourselves in the process. Participants will be provided a strong skill set including face-to-face dealing, over the phone techniques, dealing with difficult customers, and generating return business.

Objective

Each one of us serves customers, providing a positive customer service to customers is crucial and creating opportunities for repeat business is important.

This Customer Care Services course is designed to equip and improve ourselves. Participants will be provided with the basic skills set and knowledge required for front line staff to handle customer contacts by phone, email and face-to-face dealing, over the phone techniques with difficult customers, and generating return business successfully.

Training Benefits

• Identify and meet customer expectations
• Communicate effectively with customers
• Manage customer perceptions
• Deal with different types of customers
• Respond effectively to in-person and telephone customer contacts
• Write effective emails and letters
• Manage stress
• Course Discussions and Exercise
• Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Care Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments

A highly participative course involving individual and group discussions and skills practice to enable delegates to share ideas and develop their skill levels.

Audience

Anyone who is looking to enhance their assertiveness skills

Aim

This course aims to raise confidence and increase the delegate’s ability to communicate confidently and assertively with colleagues and customers.

Objectives

By the end of the programme the participants will:

• Understand and overcome the barriers to being assertive
• Recognise behaviour traits within yourself and others and learn effective strategies for managing them
• Communicate effectively with a wide range of people to achieve a win-win situation wherever possible
• Effectively manage difficult situations.

This instructor-led, live training in Tunisia (online or onsite) is aimed at individuals of all levels who wish to learn and apply the principles and techniques of self time management.

By the end of this training, participants will be able to:

• Identify and overcome the main barriers and challenges to effective self time management.
• Set SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals and align them with their values and vision.
• Prioritize and schedule their tasks and activities using various tools and methods such as the Pareto principle, the ABC analysis, the Eisenhower matrix, and the Parkinson's law.
• Monitor and track their time usage and identify and eliminate their time wasters and distractions.
• Delegate and assign tasks appropriately and communicate clearly and assertively with others.
• Manage their emotions and stress levels in times of uncertainty and pressure.

The 2-days workshop attempts to equip technical and administrative professionals with the analytical and creative thinking competencies. In general, participants will sharpen their left-brain and right-brain thinking skills, and learn to apply them in various work related situations. Participants will many be familiarized with many proven techniques and tools that could be used to analyze, correlate, justify, and conclude information.

Course has been prepared as an interactive one. The participants activity takes over 80% of course time. Each session goes according to a similar dynamic, based on a method taking upon consideration Kolb’s cycle of learning: exercise opening for a new habit (consciousness building); short lectures about the techniques (knowledge) and new techniques to practice (skills and experience). After each session is completed, the participants will receive all the info related to the session.

There are short lectures concluding practical issues and explaining the basic psychological mechanisms realted with participants' work experience.

This instructor-led, live training in Tunisia (online or onsite) is aimed at beginner-level to intermediate-level professionals and managers who wish to enhance their critical thinking, decision-making, and problem-solving capabilities in personal and professional contexts.

By the end of this training, participants will be able to:

• Identify biases and logical fallacies in reasoning.
• Apply critical thinking techniques to real-world scenarios.
• Improve decision-making processes through structured analysis.
• Enhance problem-solving strategies for complex situations.

This instructor-led, live training in Tunisia (online or onsite) is aimed at teams who wish to assess, manage, and evaluate individual and team EQ.

By the end of this training, participants will be able to:

• Measure individual EQ to understand how to interact better with their colleagues.
• Understand other people's emotions and behavioral styles to improve relationships with teammates.
• Use emotional intelligence to form a positive and productive work environment.
• Use emotional intelligence to handle change and conflict at work.

This instructor-led, live training in Tunisia (online or onsite) is aimed at stressed individuals who wish to deal with their stress effectively and achieve a calmer, clearer and more energetic state in daily life.

By the end of this training, participants will be able to:

• Understand the two types of stress: distress and eustress.
• Articulate your personal indicators and relievers of stress.
• Create a plan with specific routines to enhance calm, clarity and energy, while minimzing stress accumulated in the day.
• Shift negative emotions and boost positive ones using proven techniques.
• Deal with stress-causing. disempowering beliefs around work, life, and relationships.

Maintaining a high level of productivity in today's successful businesses takes work and continuous learning in a variety of management skills and techniques. To be successful in daily work tasks, knowledge and skills in management techniques must be learned, practiced, and implemented. People in all types of organizations find themselves needing to find more productive methods of planning work and tasks, setting appropriate goals, using good interpersonal skills, and using effective means of making decisions. A focus on using productive practices allows for effective and efficient management of work and making changes in the organization.

Objectives

• Use simple frameworks for planning, including allocating and managing priorities, scheduling work, working proactively and reactively and project planning
• Learn leadership techniques to do work planning and establish priorities
• Learn management techniques to plan, establish priorities and set and maintain goals
• Understand and develop the skills necessary to get assigned work completed on time.
• Use basic planning project tools to plan a work strategy
• Set goals and targets effectively and efficiently
• Learn how to establish and maintain task deadlines
• Understand the characteristics of colleagues who assist in our work assignments
• Develop positive interpersonal techniques for better management of our work
• Learn how to plan work balancing the constraints of time, cost, scope and quality
• Understand the role of stakeholders in a project and learn techniques of stakeholder management
• Develop techniques to deal with organizational change, including delegation and empowerment
• Develop communication and human interaction skills with others
• Understand and develop skills necessary to set goals in a strategic and organizational context
• Consider methods of improving decision-making
• Understand how delegation can be used in the setting of goals and planning
• Identify decision-making processes and how they impact on organizations
• Develop the ability to make higher quality decisions as individuals and teams
• Build and maintain effective and efficient planning procedures and processes
• Integrate planning management functions into the overall mission of the organization
• Develop skills for leaders which will raise their capability, skill and morale
• Improve preparedness to deal with task and work contingencies
• Improve performance in setting and completing work objectives
• Allow teams and leaders to better meet challenges of dynamic, constant change
• Establish organizational and personal decision-making capabilities

This instructor-led, live workshop in Tunisia (online or onsite) is aimed at business professionals who wish to integrate mindfulness into their work environment to boost productivity, leadership, and well-being.

By the end of this training, participants will be able to:

• Understand the science and principles behind mindfulness.
• Develop self-awareness to enhance decision-making and leadership skills.
• Improve concentration, productivity, and emotional intelligence.
• Manage workplace stress, uncertainty, and high-pressure situations.
• Foster a positive and collaborative work culture.
• Apply mindfulness techniques to enhance creativity and problem-solving.

This instructor-led, live training in Tunisia (online or onsite) is aimed at beginner-level HR professionals and team leaders who wish to develop effective reskilling and upskilling strategies to prepare their workforce for the evolving demands of the technology sector.

By the end of this training, participants will be able to:

• Learn the tools and strategies to identify skills gaps and design impactful reskilling and upskilling initiatives.
• Foster a culture of continuous learning to adapt to the rapid changes in the technology sector.
• Implement effective measurement and feedback mechanisms to ensure ongoing program alignment and success.

Audience:

• Managers and Trainers in all roles.
• Leaders with limited public speaking experience.
• Employees who aspire to senior leadership roles.

Overview:

This course addresses what for some is the most challenging aspect of their professional lives. Whilst some individuals thrive in the attention that is afforded them in the spotlight of mass attention others see the experience as terrifying. The course uses many of the techniques used by professional speakers across industry, the military and elite sport. The candidates will hear real life examples of how people have overcome their inhibitions to become accomplished public speakers. The reasons behind some people’s inhibitions are complex and highly personalised; this course achieves its remarkable success by allowing individuals to express their own style rather than trying to impose a set or standard approach. Some of the world’s most engaging and accomplished speakers break many conventions of public speaking yet achieve their aims by being true to their own style and approach. The course is intense, engaging and fun. It will allow candidates to express themselves and enhance their self confidence in a safe learning environment.

By the end of this training, participants will be able to:

• Understand how public speaking can be used as a powerful business advantage.
• Apply the techniques from the course into short, simple and powerful vignettes.
• Discuss and share individual techniques and tips.
• Give constructive feedback to themselves and their colleagues performance.

Format of the Course:

• Instructor led.
• Varied presentations, briefings and group exercises.
• Break out scenario workshops, individual and group presentations.

This instructor-led, live training in Tunisia (online or onsite) is aimed at beginner-level professionals who wish to understand stress dynamics, learn practical strategies to manage stress, and implement techniques to enhance well-being in the workplace.

By the end of this training, participants will be able to:

• Identify personal and workplace stressors.
• Distinguish between productive and negative stress.
• Apply practical techniques to reduce and manage stress.
• Develop resilience through empowerment exercises.

This 1-1 live training (online) in Tunisia is aimed at everyone who wish to get more structure and productivity in their job.

By the end of this training, participants will be able to:

• Get more in life.
• Control their time.
• Get their focus back.
• Plan their week effectively.
• Know how to deal with stress.