Training Courses

Quality, effective communication is the solution to just about every relationship challenge.

Internal communication determines to a considerable extent how we feel, behave and think.

So much depends upon quality communication for a successful individual, team or organisation. In the office there are many traps associated with bad communication such as poor listening, unclear directions, mistakes, accidents, needless conflict, non-assertive behaviour and unclear speaking, emailing or correspondence. On this course learn why communication is so tricky and how to do it well.

A meeting is a very effective and efficient communication tool when run well. What factors make them successful? What should be done before, during and after a meeting? How does one generate excellent participation? The key meeting roles are covered. What procedures ensure they are productive?

A certain level of conflict can be healthy and productive, but when does an individual or team need to address their conflict? What causes excessive, non-productive conflict, and what are the best solutions? Learn the stages of team development and what preventive measures can be taken to stop the development of unhealthy conflict.

Learn how to start and maintain a conversation with confidence while managing nervousness. How to communicate at the right level with appropriate listening skills, body language and use of voice are discussed. Participants explore the types of questions to ask, being confident, and getting their point across. This course includes ample hands-on practice at conversation skills.

Testimonial:

"Kevin ran the Social chit-chat course for CIT Solutions at the end of which I received my certificate of completion in March 2010. He was an excellent person to run this course and had a lot of helpful suggestions and there was opportunity to try out the coursework in small groups of people. In addition he provided us with course notes. I would highly recommend Kevin, he is a professional and skilled person as demonstrated by his ability to run this course." Jevan Pipitone

Topics covered include:

• What is delegation?
• What are the benefits?
• Why some leaders are reluctant to do it
• Deciding which tasks to delegate
• The four key steps
• Individual, pairs and group practical exercises

Customers who complain provide us with valuable feedback. If we treat them correctly, they become loyal clients. We must not take their complaints personally, ask good questions, listen carefully, and then resolve the issue.

These skills are taught and practised during the course.

This activity helps you get the best out of your staff. Help them set their career goals and improve their performance.

What are suitable strategies for giving people bad news, for example, when they have missed a job, promotion or transfer.

What is performance feedback and who benefits from it? Preparing for and giving feedback are covered. Agreeing on actions and goals resulting from the feedback and following them up are outlined. Practice sessions are provided.

When Customer Service/Sales are done well, the public likes to deal with us. Profits increase, customers are retained and new customers are attracted through word-of-mouth. A helpful attitude and knowledge of service and sales techniques are covered on this Course.

This very popular course covers, for example - managing nervousness, being professional, preparation and rehearsal, selling at the interview, supporting my claims, typical questions and good answers, questions to ask the panel, using and reading body language, etc. Interview practice is then provided.

After this course, feel more comfortable and confident in counselling contexts. Some of the topics discussed are helping clients to clarify issues, examine their options and solutions, and develop goals and action plans. This course discusses practical counselling issues.

During this course participants learn the process and formulation of the marketing plan suitable for small and medium budget organisations. Topics include the marketing concept today and in future, content and steps of the marketing plan, understanding integrated marketing communication, promotion, research processes, and computer marketing.

Through this course participants can gain better knowledge and understanding of successful leadership and team building. Examples of topics covered are successful leadership, situation leadership, team leadership, team building strategies, the stages of team development, people issues such as motivation, conflict management, and giving feedback.

Listening is known as the most neglected communication skill. This neglect has huge costs for organisations.

The objectives are to increase understanding of the benefits of good listening, and to learn effective listening techniques.

Note: can also be presented as "Managing Nervousness and Shyness"

The positive benefits of some nervousness are highlighted. Discussion of mental and physical relaxation techniques to achieve the individual's right level of nervousness follows. The principles of managing nervousness can be applied to almost any situation eg workplace, telephone, sitting exams, being interviewed, sport, public speaking, singing etc.

If not handled well, perfectionism can have many personal, study and workplace costs. It is often based upon a range of fears. Fortunately it can be managed and channelled positively into excellence.

Knowing how to motivate others and myself is important in all aspects of life but especially in the workplace. Unless we are motivated, little will be achieved regardless of how skilled we are.

Types of motivation and the strategies for motivating self and others, both in the short and long term, are discussed. The key is to identify then connect with each individual’s hot buttons.

Do you want to grow your business or other organisation? Do you also want to enhance your personal success by becoming well known?

This interactive course will discuss how to develop numerous contacts who will provide mutual help and support, customer referrals and create business opportunities. Secondly, the course will examine practical ways to promote your business or organisation, including through the networks you have created or joined.

Leaders can be much more effective when they have wide, strong networks. These networks can be developed with other teams, organisations, and through various forms of community involvement.

The aim of this course is to learn and experience the benefits of public speaking thereby building confidence and providing life-long communication skills. Participants learn to manage their nervousness; develop content, structure and delivery; deliver different types of talks; conduct audience analysis; connect with their listeners; and ask and answer questions well.

Learning these communication skills produces considerable personal and organisational benefits. The individual gains confidence and improved communication skills. The reputation of the individual and the organisation are greatly enhanced because of quality public speaking and presentations that achieve their purpose. A key focus is the management of nervousness.

In a short time this Course will give you the confidence and expertise to speak and present comfortably at work, functions, socially and during interviews. Participants will develop strong communication skills for prepared, semi-prepared and impromptu speaking. Some of the topics covered include audience analysis, different types of speeches, and asking and answering questions as a presenter. Hands-on practice at using visuals is one of the many practical aspects.

If you already possess basic skills then this is a wonderful opportunity to extend them. Learn much more about using body language, humour, caring for and using your voice effectively, and delivering specialist talks such as technical ones. This Course is heavily tailored to meet the needs and wants of each individual and group.

Discover how to make a really good impression of your organisation and yourself by being an excellent receptionist/administration person. Know what to say and do in order to make internal and external clients feel welcome and to provide them with the help and information they need. Learn the 10 essential skills for receptionists.

A suitably qualified and experienced manager/trainer will guide you through the requirements. For example, what risks is your organisation facing? How do you decide what is an acceptable level of risk? Management of OHS and other risks, contingency plans, and connections with insurances are covered. Businesses and other organisations need to develop policies and procedures to minimise their risks then train their staff to implement them.

What is self-esteem and how do you build it? How does it relate to confidence? What is assertion? How does one practise the techniques?

The expected outcomes are increased self-esteem, confidence and assertion. Participants can then focus on helping others to achieve the same results.

"I highly recommend this course - it is professional, insightful, motivational and friendly''. Duncan Ley

"I would recommend Kevin Norton, Colin Emerson and Nurturing Nortons' course to anyone wanting to enter into business'. Hannah Ley.

This introduction to small business serves a range of participants such as those contemplating, others have already started, some just want to improve their business knowledge, and people already in a business that they want to improve".

The course, which we have conducted over 50 times, provides an overview; highlights available resources, many of them free; shares general information; offers Kevin's and Colin's extensive business experience and shares the knowledge and information available from the participants.  

Those who wish to submit a small business plan outline can receive experienced feedback.

Two versions of the course are offered:

(a) a one day quick coverage

(b) 14 hours total, spread over 7 sessions. 

Some participants have completed (a) then (b). 

• What is marketing?
• Fitting it into your business plan
• The marketing mix
• Standing out from the crowd
• Affordable market research
• Target marketing
• Small-budget methods
• Practical exercises

Learn the practical strategies for meeting people, breaking the ice, networking and having a great time. Enjoy your new-found confidence and skills. This course offers great balance between theory and practice.

We need to communicate our ideas, opinions, experience in order to capture career and other opportunities. Learn how to contribute more assertively during interviews, team meetings, on-the-job training, presentations and giving helpful feedback. Enjoy your new found ability to speak up. This course offers great opportunities to apply the theory covered.

How does one prepare well for the role?

Note taking tips, listening skills, discriminating information, qualities of a good minute taker, writing the first draft and circulating it, incorporating any changes and processing them at the next meeting.

The course includes minute taking practice.

When speaking on the phone it is important to create a good first, and ongoing, impression. This is achieved by being friendly, courteous and efficient.

As with all of our courses, content is tailored to the needs of the participants e.g. telemarketing is covered when required.

Learning is reinforced via role-playing.

By taking control of how you use your time you can increase your personal productivity, reduce stress and enhance the quality of your life. Learn how to control time-wasters, set goals and priorities to manage your time and implement an action plan. Personal coaching sessions are available.

Learn about the types of shyness, and distinguish between it and quietness. Because shyness can cause underachievement and anxiety, it is most important to discover how to manage it successfully in a variety of contexts. Participants can use this knowledge about overcoming shyness to help themselves and others.

On this course you will learn why and when it is important to be assertive, and the best methods for doing it. Participants learn about standing up for their rights and respecting the rights of others. One can be assertive in very positive ways. There are degrees of assertiveness. The more advanced techniques are covered briefly. There is practice through non-threatening role-plays.