|
Our workshops are broadly grouped under the following topics:
Our Productiv_IT workshops are unique. They go beyond teaching you the basic functions available in popular Microsoft applications. Productiv_IT workshops help you to develop positive user behaviour and workflow processes that will enable you or your team to perform more productively in the workplace. Acorn's number one IT workshop is in MS Outlook training which provided attendees with the skills to improve their productivity in handling e-mail, calendar, task and contact functions. See a list of available workshops in Acorn's Training Schedule Training Workshops We have many unique workshops available to you. These workshops cover a variety of subject areas. Each month we select and run a number of workshops on a public schedule. Public Workshops are unrestricted in that anyone may attend. Click here to view the training schedule for public workshops this month. All of our workshops can be delivered in-house and can be tailored to your organisation’s needs. If you are interested in a specific topic area you can browse for a workshop using the categories below. Alternatively use the search engine to find workshops by typing in keywords related to your topic.
Productiv_IT is a range of specialised IT workshops designed to provide you with the tools and techniques to maximise your productivity. The Productiv_IT workshops are designed by IT professionals and will teach you good time management techniques and effective workflow practices to manage your work more productively. Productiv_IT focusses on putting you in control of your MS Office applications with high efficiency and highly effective tips and procedures for getting the most from your key software. Our flag ship course is Productiv_IT with Outlook which introduces time management principles when using the popular Microsoft mail management software. Our Productiv_IT workshops are available in Microsoft Office 2003 or 2007 versions. Productiv_IT with Outlook 2003 Productiv_IT with Outlook is a dynamic, one-day program for users of Microsoft Outlook to maximise their productivity. This program combines good time management practices and modern technology for people who need to be at their maximum effectiveness. We show you how to configure Outlook to manage your job productively and how to stay on top of the myriad of tasks that come across your desk. Topics covered include;
Download course outline (.PDF 0.38 MB)
Manager & EA Productivity Program Are you and your Executive Assistant working together as effectively as possible? Acorn's new program will assist managers and their executive assistants in working together as optimally as possible. Using good time management techniques and the features of Outlook 2003/2007 our five step process will help you better understand the roles of manager and EA in productively working together, the role of good time management in planning your work week, save you time and help you better use the functions of Outlook. Productiv_IT with Outlook 2003 for EAs This workshop is designed to assist EAs in achieving good time management practices through the use of modern technology. The trainer shows you how to set up Outlook™ to manage your workflow and group projects more productively. Learn tips on how to use Outlook to cope with the demanding role of performing as an Executive Assistant. Attendees learn;
Download course outline (.PDF 0.40 MB) Productiv_IT with Excel 2003 MS Excel is one of the most popular pieces of software ever written, however it is also the most misused. Most current training focuses on the many features of Excel – but how do we use it to do our work more productively? How can I use it to solve basic business issues and make my life easier? The Productiv_IT with Excel 2003 workshop focuses on customising Excel for the end user business applications. Our IT training specialists teach you better work practices in order to achieve greater personal productivity using Microsoft Excel. Topics covered include;
Microsoft Word is a fantastic tool which every one has on their computer – unfortunately few people know how to use it well. Productiv_IT with Word 2003 is a one day workshop focused on showing you the applications for Word which will help you. We take popular business problems and workshop ways to solve them in a motivating, non threatening way. It is suggested that participants have a working knowledge of Microsoft Word before attending this workshop. Topics covered include;
Download course outline (.PDF 0.39 MB) Productiv_IT with MS Project 2003 This two day workshop introduces participants to some basic concepts of project management, and presents the range of features available in Microsoft Project to assist in the management of a project. We aim to show the learner how to use Microsoft Project to help manage a large range of projects from small to large scale. This workshop is valuable to anyone who is required to use Microsoft Project to develop a schedule of activities for a project. Attendees will learn how to efficiently plan, manage and optimise resources to achieve their project goals. Download course outline (.PDF 0.28 MB) Productiv_IT with MS Visio 2003 MS Visio is a software tool that enables visual communication through the creation of business drawings. On completion of this workshop you will understand how and when to apply specific functions in MS Visio to enhance flowcharts, organisation charts and other process diagrams. You will learn lots of shortcuts and tips that will save you time when using MS Visio and make you feel less stressed. Productiv_IT with Outlook 2003 for Business Productiv_IT with Outlook 2003 for Business is a useful one-day workshop for users of Microsoft Outlook to maximise their productivity. This program combines good time management practices and modern technology for people who need to be at their maximum effectiveness. We show you how to set up Outlook to manage your job productively and how to stay on top of the myriad of tasks that come across your desk. Topics covered include;
Download course outline (.PDF 0.35 MB) Productiv_IT with PowerPoint 2003 Productiv_IT with PowerPoint 2003 is a one day workshop that combines communication theory with modern technology to help you create punchy presentations with effective visual support. We focus on showing you the applications for PowerPoint that will assist you in your workplace. We look at common business environments where you are required to present and workshop ways to maximise your use of PowerPoint in these situations. Topics covered include;
Productiv_IT with Outlook 2003 - New Users Productiv_IT with Outlook 2003 - New Users is a dynamic, one-day program for users that are new to Microsoft Outlook 2003. This program combines good time management practices and modern technology for people who need to be at their maximum effectiveness. We show you how to configure Outlook to manage your job productively and how to stay on top of the myriad of tasks that come across your desk. Topics covered include;
Download course outline (.PDF 0.38 MB) Productiv_IT with Office 2003 for Executive Assistants Productiv_IT with Office 2003 for Executive Assistants is a dynamic two day workshop for executive assistants to help them get the most out of MS Office 2003. This workshop combines good work practices and modern technology for people who need to be more effective in the use of these tools. We teach you how to use each of the main applications and how to pass information between them. Find out how to get the benefits from the hidden power in MS Office 2003 and learn faster ways to perform common functions. Productiv_IT with MS Access 2003 This one day introductory MS Access workshop is for people who need top develop, query or print from an Access database. Some of the things you will be able to do at the end of the workshop include creating a simple table to store data with appropriate fields datatypes and properties, understand relationships and create reports to generate printouts. Pre-requisites - basic understanding of the Windows operating system. Users should have knowledge of least one other MS Office product eg Word or Excel. Productiv_IT with Outlook 2007 Productiv_IT with Outlook 2007 is a new course using the latest version of Outlook. This workshop combines good time management practices and modern technology for people who need to be at their maximum effectiveness. Some of the topics covered include Outlook 2007 settings and views, tasks, calendar and managing your email. Download course outline (.PDF 0.41 MB) Productiv_IT with Excel 2007 Productiv_IT with Excel 2007 is a one day workshop designed for frequent users of Excel. In this workshop our IT training specialists will help you learn good practices which will assist you in improving your personal productivity. You'll learn lots of shortcuts and ways to get Excel 2007 working in a manner that makes you less stressed and more productive. Microsoft Word is the main word processing tool that most people have on their computer - unfortunately most people do not use it to its full potential. Productiv_IT with Word 2007 is a one day workshop for intermediate users of Word 2007 focussing on the applications in Word 2007 that will help you save time. Topics covered include getting orientated in Word 2007, outlining, working with and formatting text and using Word 2007 automatics. Productiv_IT with PowerPoint 2007 Productiv_IT with PowerPoint 2007is a one day workshop that combines communication theory with modern technology to help you create punchy presentations with effective visual support. We focus on showing you the applications for PowerPoint 2007 that will assist you in your workplace. We look at common business environments where you are required to present and workshop ways to maximise your use of PowerPoint 2007 in these situations. Topics include:
Productiv_IT with Outlook for EAs 2007 This one day practical workshop is designed to deal with the productivity challenges specific to Executive Assistants. Find out how to benefit from the hidden benefits of Outlook and learn faster ways to perform common functions. Discover the things that you shouldn’t be using Excel for. Save yourself 45 minutes a day. Productiv_IT with Office 2007 This is a dynamic one day workshop for new users of MS Office 2007 to help them master the new features in the software. This programme combines ood work practices and modern technology for people who need to be more effective in the use of IT tools. Find out how to get the benefits from the hidden power in MS Office 2007 and learn faster ways to perform common functions. Productiv_IT with E-mails Many people feel pressed for time in their work and personal lives and if that is you then this half day workshop will give you the skills to save yourself and your organisation 15 to 30 minutes per day. Imagine having at least an extra hour per week to spend on your more important priorities. This half day workshop concentrates on Outlook's e-mail functions and how to use them more productively.
Basic English for Public Servants Do you need to improve your grammar, punctuation and word usage? Do you remember when you lasted studied English grammar? Did you ever learn grammar and punctuation? Has your supervisor ever sent back work with negative comments scrawled across it? If you answer yes to any of these questions then you may benefit from this one day incteractive workshop which will help you improve your grammar, punctuation and word usage. This workshop helps writers to further develop their skills, confidence and professionalism by making them more conscious of their use of language. Fundamental Writing Skills for NESB Fundamental Writing Skills for NESB provides a sound basis for written communication. This workshop is particularly valuable for people for whom English is a second language. This workshop is slower paced and tailored to cultural differences, otherwise it is the same as the Fundamental Writing Skills workshop.
Fundamental Writing Skills for Public Servants Fundamental Writing Skills provides a sound basis for written communication. This workshop is particularly valuable for those people who may not have had a good grounding in the technicalities of the English language at school, or for whom English is a second language. Fundamental Writing Skills is also a valuable refresher course for the more capable writer who wishes to hone their skills. Added benefits of attending include;
Write to Succeed Write to Succeed teaches writers simple techniques for writing clearer, more convincing, and professional letters, reports, and emails. This workshop is designed for people working in a business environment & develops the following competencies;
Download course outline (.PDF 0.40 MB) Report and Ministerial Writing This workshop is designed to help public servants gain the skills and confidence to conquer the challenges of ministerial and report writing. Topics covered in this one day workshop include;
Writing Skills for Executive Assistants As an Executive or Personal Assistant your communication skills, both oral and written, need to be at the highest level. In your role you may need to write letters,emails, drafts, minutes and Ministerials and research material for a PowerPoint presentation. This one day workshop provides you with the tools to help you hone and polish your writing skills. This workshop is particularly valuable for those who are new to the role of Executive Assistant, those who are considering a move into the role of Executive Assistant or Executive Assistants who just need a refresher. Writing for the Web Writing for the Web is a one day workshop that will help you write web content that will attract the attention of readers and keep them returning to your website. The workshop provides a perfect structure for participants to learn, practise and develop the techniques to communicate effectively in their web writing. Topics covered include defining your audience, presenting attention-grabbing web pages, typical characteristics of users of content based websites and six key tips for developing effective web writing. Writing for Technical Experts Writing for Technical Experts is a one day workshop that helps you develop the skills to communicate complex material to non-technical readers. Participants will learn the importance of knowing your audience, how to pick suitable content depth, the best communication approaches for technical content, how to maintain reader interest and key steps in communicating technical content. Using Content to Build Website Readership This one day workshop will help you build readership by managing your website content. Using Content to Build Website Readership will help you grow reader numbers while still maintaing your organisation's focus. Learners will discover how to know their existing readership, how to gain new readers without losing current readers, evaluating success and the four key content strategies for readership growth. Using Photos and Diagrams on the Web Communicating effectively on the web involves using text, photos and visuals on your site. This one day workshop will help you implement better, more user friendly web pages by learning the differents types of visuals and how to integrate their use into web pages, the explicit and implicit outcomes of using different designs and types of visuals, how not to "dumb down" your content and visual dashboards for the communication of key indicators. Producing Photos for Publication Producing Photos for Publication is one day foundation course in photography. It provides theoretical and practical guidance from your camera whether the photos are for intranet or for publicly promoting your organisation. Participants will learn what f-stops and shutter speed means, how o use your camera's controls, designing images to deliver their intended message and six key steps in taking good photos. Please bring the digital camera you will be mostly using with you together with its compter upload cable (or card reader and cable). EA Workshops [back to top] The New Executive Assistant The role of the Executive Assistant has developed to become an important part of a modern workplace team. Where would many managers be without their Executive Assistant? This one day workshop will give yoyu the skills to effectively fulfill the requirements of your new role. Some of the topics covered include communication skills, manage your manager, working in a team, prioritising your work and planning meetings. Productiv_IT with Outlook 2003 for Executive Assistants This workshop is designed to assist EAs in achieving good time management practices through the use of modern technology. The trainer shows you how to set up Outlook™ to manage your workflow and group projects more productively. Learn tips on how to use Outlook to cope with the demanding role of performing as an Executive Assistant. Attendees learn;
Download course outline (.PDF 0.40 MB) Productiv_IT with Outlook 2007 for Executive Assistants This one day workshop will help Executive Assistants in achieving good time management practices through the use of modern technology. The trainer shows you how to set up Outlook™ 2007 to manage your workflow and group projects more productively. Learn tips on how to use Outlook 2007 to cope with the demanding role of performing as an Executive Assistant. Attendees learn;
Productiv_IT with Office 2003 for Executive Assistants Productiv_IT with Office 2003 for Executive Assistants is a dynamic two day workshop for executive assistants to help them get the most out of MS Office 2003. This workshop combines good work practices and modern technology for people who need to be more effective in the use of these tools. We teach you how to use each of the main applications and how to pass information between them. Find out how to get the benefits from the hidden power in MS Office 2003 and learn faster ways to perform common functions. Productiv_IT with Outlook 2007 for Executive Assistants This one day practical workshop is designed to deal with the productivity challenges specific to Executive Assistants. Find out how to benefit from the hidden benefits of Outlook and learn faster ways to perform common functions. Discover the things that you shouldn’t be using Excel for. Save yourself 45 minutes a day. Writing Skills for Executive Assistants As an Executive or Personal Assistant your communication skills, both oral and written, need to be at the highest level. In your role you may need to write letters,emails, drafts, minutes and Ministerials and research material for a PowerPoint presentation. This one day workshop provides you with the tools to help you hone and polish your writing skills. This workshop is particularly valuable for those who are new to the role of Executive Assistant, those who are considering a move into the role of Executive Assistant or Executive Assistants who just need a refresher. Leadership [back to top] The New Supervisor This workshop is for people new to the role of supervisor. Attendees will gain an understanding of what is expected of their role as supervisor and how to manage confidently and achieve the goals and targets set out for groups. This practical two day workshop develops skills in leading and supervising small or large groups. Through a combination of theory, group and individual exercises, topics covered include;
Emotional Intelligence at Work Emotional Intelligence at Work is a one day workshop suitable for men and women who want to improve their skills. This workshop is for people at all levels of any organisation – government or private sector – and employees who want to improve their leadership abilities, enrich relationships, extend influence and expand the personal resources required to manage life’s challenges and mental demands. At the conclusion of the workshop attendees will know how to apply key competencies by focusing on five areas of emotional and social intelligence, recognise the impact oe emotional displays in the workplace and determine the best way to have a "courageous conversation" to manage or resolve an issue and have an understanding of effective leadership competencies and determine the key Emotional Intelligence strengths to develop over time.
Governance in the Public Sector This interactive, participant driven one day workshop will define and refine concepts of governance using many examples of real governance innovations within the public sector that are meeting objectives. Case studies will enable participants to develop skills that can readily be applied in the workplace. Small group discussions and the plenary forum will allow participants to debate and defend their governance ideals and, in the process, develop their own ethical foundation for developing good governance in uncertain circumstances and rapidly changing environments.
Performance Management Performance Management is a tool to strengthen the links between government expenditure and the delivery of results. Performance Management is defined by the Institute of Public Administration(IPAA) as - "a set of deliberate policies and practices designed to maintain or improve the performance of individual staff, and through them, work groups and the organisation." This two day workshop will help managers in the complex task of managing the performance of their staff. The Emotionally Intelligent Manager Emotional intelligence is more important than IQ or expertise in determining who excels at a job and for outstanding leadership it is almost everything. The Emotionally Intelligent Manager is a fascinating one day workshop that will enhance your managerial and leadership skills. Prior to the workshop attendees will completean online assessment using the MSCEIT which will help participants identify potential areas for improvement in their EQ. Innovation Skills for the Public Service
This one day 'hands-on' 'minds-on' workshop for leaders, presented by Dr Irena Yashin-Shaw, will show you how to take or administer 'baby steps' to innovation. Participants will learn techniques to generate ideas, explore emerging solutions, evaluate potential outcomes, think strategically, develop a mindset of innovation, initiate & sustain evolutionary innovation and help create a climate of innovation. This workshop uses many examples of real innovations within the public sector that have achieved this. Building a Better Team (in-house workshop only) Assigning the wrong person to a task, ignoring important tasks or failing to resolve conflict can have costly consequences. The Team Management Profile is a personalised report which gives individuals insights into the way they prefer to work and their preferred role within a team. This in-house workshop is designed for work groups or teams and provides participants with an opportunity to receive individual feedback that assesses their work role within the context of the team and provides feedback to improve workking relationships.
Decision Making Skills
Organisations need staff who can make good decisions that help realise the organisational goals. This one day interactive and fun workshop covers the who, what, where and how of decision making. After the workshop you will:
Risk Management in Practice
What is risk management? Do you understand risk management? How do you apply risk management? How do you bridge the gap between theory & practice? Why should you? If you need or want the answers to any of these questions then our one day Risk Management in Practice workshop is for you. Through a series of interactive and challenging risk analysis scenarios participants will develop their risk analysis and management skills. The Emotionally Savvy Lawyer
Emotionally intelligent lawyers know that emotion is not just important, but absolutely necessary to make good decisions, take action and solve problems, cope with change and succeed. Research shows that excellent lawyers are generally more emotionally intelligent and they are better in relationships with clients and colleagues. This one day workshop is for lawyers who want to develop key leadership competencies and get the best out of people at work.
Project Management [back to top]
Fundamentals of Project Management This one day workshop introduces participants to the basic concepts of project management. In this workshop attendees will be introduced to project management concepts and Microsoft Project will be used to demonstrate aspects of a project management software application. Productiv_IT with Outlook for Project Teams Productiv_IT with Outlook for Project Teams is a one-day program for project managers or those who are involved in project administration. This program combines good time management practices and modern technology for people who need to control the tasks and delegations involved in small to medium projects. We show you how to set up Outlook to manage your job productively and how to stay on top of the project tasks that come across your desk.
Productiv_IT with Microsoft Project 2003
This two day workshop introduces participants to some basic concepts of project management, and presents the range of features available in Microsoft Project 2003 to assist in the management of a project. We aim to show the learner how to use Microsoft Project 2003 to help manage a large range of projects from small to large scale. This workshop is valuable to anyone who is required to use Microsoft Project 2003 to develop a schedule of activities for a project. Attendees will learn how to efficiently plan, manage and optimise resources to achieve their project goals. The Essentials of Project Management
We encounter projects everyday, whether they be organising a wedding, undergoing house renovations or large and often complex work projects. Most people will have experienced complications when trying to manage multiple projects and they are often done on an ad hoc basis. This two day workshop is for people who want to manage projects more efficiently, effectively and with a higher degree of professionalism. Attendees will learn how to;
Personal Development [back to top] Productivity and Time ManagementThis one day productivity and time management workshop will help you plan your day, work towards your goals, prioritise your workload and start you on the road to becoming more effective. Through use of a multi featured personal organiser (paper diary), practical exercises, and group discussions we will show you how to get on top of your workload, improve your time management skills to achieve more in your work and personal life. Acorn will supply the paper diary.
Building Better BlokesDon't die young! Attend this workshop and over the course of a day learn strategies to fortify your DNA, preserve your strength and extend your productivity in the short and long terms. "Building Better Blokes" will offer practical, doable suggestions to empower you to take control of your medical and physical health. After all, who wants to spend their superannuation on health care! Not when there are so many toys, places and experiences to enjoy. Selection Criteria and Interview Skills
Applying for jobs can be a stressful experience for most people. This practical one day workshop will help you confidently answer selection criteria and undertake job interviews. Attendees will examine staff selection criteria in order to understand and define the tasks and information required by them. In the afternoon session attendees will have the opportunity to understand the interview process by acting as both the applicant and interview board member. Develop Unlimited Confidence
Confidence is the world’s most sought after personality trait, but no one really knows how to get it, or on days that they have confidence, how they can hold onto it. This workshop is designed to help participants;
Attend this workshop to find your inner strength and let it loose on the world.
Assertiveness in the APS Environment
Do you sometimes feel that you are invisible? Do you try to be assertive but somehow, despite your best intentions, you come across as being aggressive or even submissive. Being assertive is a valuable career asset for everyone. This one day workshop will build your knowledge and introduce a number of skills to assist you in communicating effectively, professionally and with appropriate assertiveness. Navigating Tomorrow Career, Life 2 and Retirement Strategies for the Public Sector. A one day workshop where you can take charge and prepare by identifying options and empowerment change strategies suitable for a variety of life transitions.Through a fun and thoughtful process you will learn how to reassess your strengths (the foundation of your future), redefine your purpose, refire your life, refocus with clarity, re-career with confidence and rebalance through integrated works, relationship and lifestyle planning. Assertiveness Skills for Women in the Public Service This one day workshop is similar to Assertiveness in the APS Environment however the emphasis is on issues that women face when trying to be more assertive in the workplace and their personal lives. Emotional Intelligence For Women
This workshop is for professional women motivated to achieve success in business and more effectively integrate work and life more effectively. Attending this workshop will ensure that those who want to become star performers improve their performance and leadership effectiveness to shine from the inside out. Participants will learn about the nature of Emotional Intelligence, its application at work and how to develop competencies by building emotional abilities where they are lacking. As part of the workshop attendees;
Learn how to unwind, manage stress and build resilience. This one day workshop is designed to help participants understand the insidious nature of stress and develop effective strategies to cope with stressful life events. It highlights the importance of building resilience in the longer term to create a balanced lifestyle and deal with stressful situations.
Developing Your Career
Inspired by our Maximising Career Choices conference this one day workshop will help to deal with current career issues and you encourage you to be proactive in your career planning, take advantage of career opportunities and position yourself for the future. Topics include Introduction and Overview of the APS, Taking Stock of You, Marketing your Career Potential and Interview Skills to Win that Job.
Career PlanningThis is an interactive one day workshop for those contemplating a move up the ladder or for those who are not sure where they want to go next. The Career Planning workshop will aid you in the planning or developing of your future career progression. You will use a self-assessment tool to help you determine your career strengths, interests and your preferred way of operating. This workshop complements Acorn’s Selection Criteria and Interview Skills. Eat That Frog!
Eat That Frog! is a fastmoving one day workshop where you will discover 21 secrets to stop you procrastinating. The goal of Eat That Frog! is to help you to double your productivity, performance and output. “Eat that frog” is a metaphor for tackling the most challenging task of your day, the one that you are most likely to procrastinate on, but also the one that can have the greatest positive impact on your life. Eat That Frog! shows you how to zero in on the critical tasks and organize each day. You’ll not only get more done faster but you will get the right things done.
Social Intelligence in the APS This interactive two day workshop is for managers, supervisors and people seeking to master interpersonal relationships as a means of creating new networks across a broad cross-section of interests to advance career objectives or achieve organisational goals. Some topics included are; multiple intelligences, work preferences and differences and taping into your social genius at work. Participants will complete an on-line assessment, receive a profile report and a copy of Introduction to Type and Emotional Intelligence. This one day workshop is designed for staff who have little or no experience in the delivery of training or who would simply like a refresher. Emphasis will be placed on practical skills, for example, planning a session using interactive training activities and faciliator techniques to encourage learners. Perticipants will need to bring a two minute training session with them to work on during the practical session.
Goal Setting & Self-Motivation
Improve your personal planning skills to ensure you are on track in your work and life. Through a series of group exercises, theoretical situations, video case studies and discussions, you’ll understand the key elements of goal setting and motivation and how to make it work for you. Discover;
Time Management
A large number of people are inefficient at work – failing to plan their day, work towards goals, prioritise their tasks or delegate. Poor time management can lead to underachievement, missed deadlines, frustrated team members and annoyed managers. This workshop helps attendees to;
Through practical exercises, videos and group discussions we will show you how to get on top of your workload and achieve more in your work and personal life. Customer Service [back to top]
Customer Service for Frontline Managers
This is a practical program, encompassing the theories of Dr Karl Albrecht (a leading customer service guru) which focuses on ways to improve the quality of service provided to internal and external customers. You will learn a five step process to help you motivate your team, measure performance and understand how to go about continuous improvement from a customer perspective. Customer Service for Frontline Staff
The most powerful messages an organisation will send are those communicated by their staff. The manner in which staff members communicate with external and internal stakeholders will primarily determine the perceptions people have about an organisation. This practical workshop develops service skills for those with internal and/or external customers. Through a series of group exercises, theoretical situations, videos and discussions, you will learn the skills necessary for providing consistent, high quality customer service including;
Dealing with Difficult Clients, Colleagues and Situations
Do you have to deal with difficult clients, customers, team members, subordinates, supervisors or family members? If the answer is yes then this practical one day workshop will help you to understand and manage difficult people and situations. This workshop covers the following: things that typically annoy your customers or clients, why complaints are useful, how to calm an upset person a practical six step model for difficult people, ways to deal with abusive clients and customers, how to control your feelings, stress management techniques and situations that upset people. It is suggested that attendees bring some real life examples with them. Telephone Techniques
The telephone is the basic tool of the modern white collar worker. Some people have a professional presence on the phone. Others falter. This workshop teaches key skills to ensure that you can use the telephone to your advantage. Practical examples are used to help you apply skills to your workplace. This workshop covers;
Call Centre Skills
Front line call centre staff are expected to perform a myriad of tasks with expertise and good humour – which can sometimes be difficult. The skills needed to perform this role are many, varied and different to other customer service and support roles. This workshop covers;
IT Help Desk Skills
The quality and timeliness of the support from the help desk are critical in their smooth running. This program will give participants the skills and confidence to provide excellent IT Help Desk service. The course is for both Level 1 and Level 2 support and covers;
Conflict Management The ability to deal with difficult people and resolve conflict will make you feel more in control and less stressed. This workshop is designed to extend participants’ awareness and understanding of the issues involved in managing conflict and in particular dealing with difficult people. The workshop will draw on participants’ own examples of ‘conflict’ and will provide insights into what motivates the different players in a conflict and the most effective strategies for negotiating effectively with them. Conflict Management explores;
Communication Skills (back to top)
Communication Skills
The ability to communicate effectively is critical in the modern business world. Our customers are concerned with not only what we say but how we say it and what we really mean. We send a series of messages in any communication and unless we are aware of these we cannot be sure what the impact of our communication will be. Communication Skills is typically run as an in-house workshop. Acorn meets with your organisation to assess your individual needs. Topics can be selected from the course outline to customise a workshop to suite your organisation.
Negotiating Skills All staff are involved in negotiating with colleagues, customers and clients. When we are effective negotiators, we can organise a better outcome for ourselves and our organisation. We also are better able to service our customers and clients as we look for Win: Win situations. This workshop raises issues such as;
Communication & Negotiation Skills
Everyone negotiates. Everyone communicates – with colleagues, customers and clients. Effective negotiators get a better outcome for themselves and their organisation. This workshop will help you communicate more effectively with workplace and client stakeholders while increasing your confidence when negotiating. Participants will earn how to;
Productive Meetings and Minute Taking Are you tired of meetings that achieve nothing? Do you wish that you had a magic wand and could abolish all meetings? Do you have a fantasy of attending a meeting that actually achieves something useful and helpful? Attend our Productive Meetings and Minute Taking workshop or send your staff (or bosses) and learn how to tur your fantasy into a reality. Whatever your role this one day workshop will help you be a more effective contributor to meetings. Dynamic Presentations
Being an interesting and dynamic presenter is a valuable skill for everyone in the workplace. This one day practical workshop will provide you with the skills to become a more effective presenter in both formal and informal situations. Some of the topics covered in the workshop are how to conquer pre-presentation nerves, planning your presentation, speech structures and choosing material to connect with your audience. Powerful Presentations
Professional people are called upon to speak in many contexts. Professional people speak at staff meetings, staff inductions, client consultations, proposals, policy briefings and debriefings, teleconferences, group presentations, media interviews and training, to name but a few. If as professionals we are consistently required to address others, it is imperative that we do so with confidence and presence. Participants of this workshop will critically observe their current presentation style in order to identify weaknesses and areas which they could improve. This workshop covers how to:
Professional Speaking Skills
A professional sounding voice is a stepping-stone to career success while weak, sloppy speech is often associated with sloppy work practices. If you run meetings, address the public, engage in teleconferencing or speak to the media you simply must attend this workshop. This workshop teaches you simple, yet powerful techniques to;
Presenting Complex Content Clearly
We have all had the experience of attending a workshop or presentation where you can barely keep your eyes open or you have to stifle constant yawning or you are so bored you have no idea what the presenter is talking about. Some of us have been a presenter and have encountered members of the audience nodding off or yawning or being completely disengaged. This workshop will help you discover how to communicate with clarity, engage your audience and be comprehensible and memorable. Influencing Skills for the APS
Influencing Skills is a practical one day workshop that provides you with the tools and techniques to become an influential, confident and persuasive communicator! We show you how to build rapport and to develop structures that you can use to get a clear message across in any situation. You will develop skills to think quickly and express your thoughts with clarity. Learn how to control anxiety and respond to questions with fluent conviction.
Vocal Intelligence
Break free from the psychic-vocal-culture of our culture by attending Vocal Intelligence. This is a one day workshop for professionals motivated to achieve success in their career through an authentic and fun exploration of self. Participants will learn about the nature of voice, body and mind, diagnose their current strategies for communication and discover new ones that are practical and effective in their organisational context. Participants will learn how to improve their performance and leadership effectiveness
|
