Training Needs Analysis
Impact Training & Development Solutions (ITDS) can work with organisations to develop methodology to carry out training needs analysis designed to identify skill gaps and development needs within your organisation.
Training Development
Impact Training & Development Solutions can develop training packages specifically for your business through a process of consultation, on site research and development and adaptation of your current policies, procedures or training materials.
In House Training
Impact Training & Development Solutions can deliver your training materials to your people in your workplace.
Skills Training
Impact Training & Development Solutions can offer tailored training to suit your requirements including, but not limited to:
Manual Handling
Harassment
Recruitment & Selection
Time Management
Coaching in the Workplace
Delivering Effective Presentations
Problem Solving & Decision Making
People Management
Customer Service
Selling Skills
Follow Up
In addition to the above services, Impact Training & Development Solutions will agree on a follow up and review strategy with each business prior to the commencement of any training or development activity.
We aim to ensure our services to you continue to add value to your business on completion of the initial training and that learning is transferred effectively to the workplace.
TRAINING COURSES
- Service Excellence
- Manual Handling
- Recruitment & Selection
- People Management
- Harassment in the Workplace
- Selling Skills
- Time Management
- Coaching in the Workplace
- Delivering Effective Presentations
- Problem Solving & Decision Making
Service Excellence
“When all things are equal in a product, customers look for what makes the provider exceptional” — George Colombo
For most of us, customers are essential to our business success. Businesses spend a great deal of money in advertising and marketing to get customers through the door but real success and profits are achieved through repeat business, word of mouth and customer loyalty.
Service Excellence is a one day program, designed for all staff who deal with customers, from direct sales staff to supervisors and management.
Using examples of worlds best practice service organisations, this stimulating and interactive workshop covers a wide range of strategies and tactics for providing excellent service and for motivating others to do the same.
Topics covered include:
What is Good Customer Service & Why is it Important to me?
Barriers to providing Good Customer Service & how to overcome them
Developing a Culture of Customer Care
Technology and the Customer – how do we manage the telephone: internet and email?
Exceeding your Customers Expectations – taking service to the next level!
Managing Complaints& Solving Customer Problems
Empowering your Employees to serve your customers better
Measuring and Evaluating Customer Satisfaction
Being Innovative and Continuous Improvement Strategies
Participants will leave this workshop, not only motivated but with clear written goals and strategies they can begin to implement on return to the workplace.
The program will help participants to switch their perceptions and to view customer service as a rewarding and satisfying part of their jobs and will provide them with the skills and knowledge to train and lead others in providing service excellence.
Manual Handling
Employers and Employees have a duty of care to make the workplace safe.
Manual Handling injuries can occur in any workplace and when they do, can result in considerable costs both in financial terms and in pain and suffering for the injured person.
This 2 hour workshop provides participants with the knowledge and skills to effectively identify hazards and assess and control risks arising from manual handling tasks.
The workshop forms part of the general training requirements of the Manual Handling Code of Practice.
By the end of the workshop, participants will be able to:
Provide the definition of manual handling
Explain the manual handling regulation in the Occupational Safety and Health Regulations
Apply the principles outlined in the Code of Practice to identify hazards, and assess risks in their workplace
Discuss and apply the process for controlling manual handling risks in their workplace
During the workshop, participants will complete case studies, questionnaires and will participate in discussion to ensure they have achieved the required level of understanding to apply manual handling principles in the workplace.
Recruitment & Selection
“It is now generally accepted that the employees of an organisation are its most valuable resource. They are also the most costly and unpredictable resource.” — Robert Compton / Alan Nankervis.
Recruiting the right people for the right jobs can have a huge impact on the success or failure of the organisation.
In this one day workshop, participants will work through the recruitment process as outlined below.
Determining the Need
Forecasting
Alternatives to recruitment
Analysing the Job
Job descriptions
Person Specifications
Performance Criteria
Recruiting Methods
Advertising
Consultants
Other Methods
Selection Procedures
Application Forms
References
Selection Tests
Relevant Legislation
Interviewing
Interview Guides
Behavioral Interviewing
Group Interviews
Panel / One on One Interviews
Questioning Techniques
Equal opportunity Legislation
Privacy Legislation
Hiring
Making the decision
Informing the Applicants
Reviewing the Recruitment Process
Analysing the tools and the process
Using videos, role plays and case studies the trainer will ensure all participants leave the course will a full understanding of:
The importance of effective recruitment
The consequences, legally and financially of ineffective recruitment practices
The costs associated with recruitment
How to conduct and effective interview
How to make effective recruitment decisions
How to review and amend recruitment practices
Other Training Programs which support or follow on from this course include:
Induction
Harassment in the Workplace
People Management
Manual Handling
People Management
Designed for supervisors, team leaders, section managers and those responsible for achieving results through others, People Management is a workshop which provides participants with the skills they will need to manage people more effectively.
Getting results through other people is often a stressful and difficult thing for many people. This 2 day course (which can also be delivered in modular format over a number of weeks) covers the following topics:
Building a team
Coaching
Delegation
Empowerment
Developing effective leadership qualities
Managing poor performance
Recognising good performance – praise and recognition
Conflict resolution
Managing effective meetings
Motivating staff
This workshop is ideal for people newly appointed to positions of responsibility and for those who are struggling with the day to day challenges of basic management.
Participants will engage in discussion and activities designed to ensure the theory delivered can and will be used practically back in the workplace. All participants will complete a detailed action plan which they will utilise to improve their work performance and enhance their confidence on completion of the course.
Other Training Programs which support or follow on from this course include:
Harassment in the Workplace
Time Management
Negotiation Skills
Harassment in the Workplace
Harassment is unwelcome or unreciprocated behaviour which makes an employee or customer feel intimidated offended or belittled in the workplace.
Managing workplace harassment issues can be a legal and emotional minefield.
In this 4 hour course designed for managers and employees responsible for investigating or handling harassment complaints, we work through the Code of Practice covering the following areas:
What is Harassment & Examples of Harassment in the Workplace
Legislative Provisions
Impact of Harassment on Workplaces
Accountabilities and Responsibilities
Dealing with Employee Concerns and Grievances
Processes for handling Complaints
Reporting Requirements
Strategies to Prevent Harassment
Participants will leave the workshop with a clear understanding of how to implement policies and procedures to prevent harassment in the workplace and how to manage any complaints which may arise in a professional manner and in compliance with State and Federal Legislative requirements.
Selling Skills
This is a basic, no nonsense course designed to provide sales staff with techniques to improve the effectiveness of their selling skills.
Using models and concepts from a wide range of sales professionals, this course provides common sense, easy to use and effective sales strategies.
This 2 day course is designed to be interactive and to provide opportunities for participants to practice the skills they will learn and to improve their confidence in a non threatening environment.
Topics Covered Include:
Developing a Positive Self Image
Getting Organised
Building Relationships
Identifying Opportunities
Taking Responsibility
Being Innovative
Involving the Customer
Closing the Sale
Successful sales people must be enthusiastic about their product and must have the confidence in themselves to convey that enthusiasm to the customer in an organized, constructive manner. This program is full of proven strategies and ideas to help salespeople reach their full potential and gain the maximum degree of satisfaction from their jobs.
Time Management
A major cause of stress to employees is the feeling of having too much to do and not enough time to do it!
In some cases the workload might be overwhelming due to internal organisational factors such as staff reductions or ineffective work allocation.
In many cases, the problem can be solved if employees are taught to manage their time more effectively.
Understanding how we spend our time is the first step in learning to manage it more effectively. In this 4 hour workshop, we will help participants gain a greater understanding of how they spend their time and will provide practical exercises, activities and tools to ensure they take control of their workload and minimize their stress.
Topics covered include:
Time Logs
Managing time wasters
Prioritising
Organising the workspace
Time Management Tools
Managing stress
This course can also be extended to include a workplace visit by the trainer to assist the participant in setting up the workspace to maximize efficiency and implement the strategies learned in the workshop.
Coaching in the Workplace
Coaching employees is something that all organisations that employ staff do whenever they employ new staff, promote people to positions of higher authority or introduce new equipment or procedures.
If the coaching is effective, employees learn quickly and well. Productivity is maintained and staff morale is generally high. Ineffective coaching can lead to employee frustration, poor performance, and even customer dissatisfaction.
In this 1 day workshop, participants will learn a five step coaching model which will help them confidently coach employees.
Determine the Need
Explain
Demonstrate
Practice
Assess
During the workshop, participants will practice their coaching skills in a non threatening environment and will receive constructive feedback after each practical coaching session.
The course also includes a session on follow up and evaluation so that participants can monitor the effectiveness of their coaching in the workplace.
Delivering Effective Presentations
A Stanford University study revealed that a person’s success in life can be predicted by the way they answer this question:
Are you willing to get up and give a speech right now?
Public speaking is one of most people’s biggest fears and yet, the ability to communicate a message to a group of people effectively, is a highly valuable skill to possess.
In this 2 day workshop (modular format also available), participants will learn the skills of effective public speaking. The workshop covers the following topics:
Characteristics of good and bad presentations
Planning and Constructing a Presentation
Controlling Nerves
Preparing for your Presentation
Delivering your Presentation
Reviewing your Presentation
During the course of the workshop, participants will deliver a number of small presentations, culminating in a final presentation at the conclusion of the course.
Constructive feedback, support and encouragement in a non threatening environment will ensure participants get the most benefit from their training.
Public Speaking does not come naturally to everyone and the old saying “practice makes perfect” is particularly true when it comes to speaking in front of a group.
This workshop offers participants ample opportunity to practice and improve their public speaking skills as well as providing them with the tools, techniques and strategies to allow them to prepare and deliver effective presentations both in the workplace and socially.
Problem Solving & Decision Making
We all have to solve problems and make decisions in our lives. Some of those problems are easy to solve and some are more challenging.
To make effective decisions we often work through a process of looking at “pro’s and con’s”, weighing up positives and negatives and using our gut instincts and previous experiences.
While these strategies may be effective some of the time, when faced with more complex problems, applying a formal process for solving problems may lead to greater clarity of thinking and better decision making.
This 1 day workshop follows a process model for solving problems which can be applied to any situation.
Using practical examples and case studies, participants will work through the following model in detail to hone their skills and improve the quality of their problem solving.
Defining the Problem
Identifying Possible Causes
Evaluating Possible Causes
Determining the True Cause
Deciding on a Course of Action
Analysing the Risks and Benefits
Making the Decision to Act