Course Description

Attributes of a modern frontline officer; Dealing with visitors; Components and Development of Customer Care; Frontline Officers Records, Telephone Handling Skills; Health and Safety; IT Skills: Windows XP environment, Word Processing, Spreadsheets, Internet and e-mail

The Effective Manager

Target group

Senior and middle managers in public and private sectors.

Outline

The key focus areas will be: An overview of the management concept, Strategic and operational planning, Motivating and directing staff, Principles of effective delegation of tasks, Human resources management skills, Communication Skills for managers, Conflict management, Effective leadership and team building and Managing performance and appraisal effectively.

Effective Business Communication

Target group

All officers with extensive customers and public contacts.

Objectives

To equip managers with the necessary management skills in handling change and its challenges in the organisation successfully.

Outline

An overview of change as a concept; change inevitability in any organisation; Change causes; Challenges change can bring; Current ideas on successful change effecting; successfully implemented change indicators;