Blazing Moon offers the following Soft Skills interventions:
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Business Development Courses:
Technical Skills to advance your career:
Advanced Skills related to: Summary of basics; Creating greater impact through the voice; Engaging with the audience visually; Advanced presentation techniques; Spontaneity and audience awareness; Presentation preparation of a business topic; Taking control of your audience; Presentation practice-recorded session.
This course is designed to give people new to the Business Analyst role, or those who supervise and/or work with Business Analysts, a basic understanding of the functions and business impact of the role. Key concepts covered: Project management and methodologies; business modelling; process modelling; data modelling concepts and tools; object-oriented principles and model; quality management and testing; problem solving techniques and basic financial analysis concepts.
Business writing skills are vital in any working environment. This course is designed to achieve optimum communication through the effective use of the written word. Topics covered include: The Four C's of communication; Scope your writing project; Word agreement; Eliminating common writing mistakes; Writing different types of business documents; Email Etiquette and proofing your work.
This course is designed to enhance design, create and establish tools and techniques that will help obtain a deeper learning, understanding, and comprehension of specific business writing skills related to business documents and reports. Topics covered: Revision of introduction Business Writing Skills; constructing the body of Reports; writing of reports and business proposals; email guidelines.
Call centres, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. Topics covered are: Telephonic communication; Interpersonal skills; sales techniques; dealing with different types of customers; negotiation skills; creating high impact moments; skills to deal with customer service digital environment.
E-mail as a medium of communication has become an almost indispensable tool for business, educational, and social purposes. Topics covered include: What and Why of Netiquette; WWWE Model of e-mail; Identify what is relevant and correct when we are senders and when we are recipients; email etiquette guidelines and tips to use.
Many managers find themselves thrust into financial situations with little or no preparation. They’re faced with confusing accounting terms, the responsibility of putting together a budget, and the fear of making major decisions that will have a serious financial impact on their company. Understanding the cycle of finance will help you figure out where you fit into your company’s financial structure and how to keep your department out of the red. This course will familiarise learners with the key concepts of finance and accounting and help them prepare budgets and make decisions with more confidence.
People who can master the art of negotiation find they can save time, save money, develop a higher degree of satisfaction with outcomes at home and at work, and earn greater respect in the workplace. Topics covered: Styles of negotiation; Being a successful negotiator; Preparing for negotiation; position bargaining; making the right impression; dealing with mutual gain; getting past No and Getting to Yes; dealing with negative emotions; suppliers and customers; bargaining to closing.
Negotiation skills are vital to business success and are an important part of most managers' lives. Like any other skill, the ability to negotiate effectively is determined by a combination of natural ability, experience and formal training. Topics covered: Playing the power negotiating game; unethical negotiation gambits; dealing with tough negotiating problems; negotiating pressure points; understanding the players; developing power over the other side.
You can have the best idea, the best product, or the best proposal. However, if you cannot present it in a professional manner, it may never be recognised as valuable. Topics covered: Development of you as a presenter; the presentation preparation; key skills in presenting to others; evaluating the effectiveness of your presentation and video recording of your presentations in class.
By the end of this 6-hour course, you should be able to practice giving effective presentations by following some important guidelines, and the use of tools and visual aids, in order to gain the attention of your audience/s and deliver your message in meaningful way. Topics Covered: Evaluating Yourself and determining what kind of speaker you want to be; The Presentation Process & Toolkit covering Speaking under pressure, Virtual Presentation Tips & Impromptu Speaking, Source Credibility, Tips for Reducing Anxiety, Preparation of a Presentation and Use of Voice. Further covered is How to build your presentation and understanding your audience. The last section covers the Fundamentals of Persuasion.
As a management professional the ability to identify current and potential problems and to make sound, timely decisions before and after affects performance of the organisation. Topics covered: how we make decisions; several problem solving models and toolkits; using SWOT; good group decisions; how to analyse and select solutions; planning and organising and avoiding decision-making mistakes.
Report writing in the business context can be described as a career skill and is associated with a range of jobs and occupations. Topics covered: Preparation and planning of reports; collecting and handling Information; skills of effective report writing; report writing styles; making your written arguments persuasive; create an executive summary; polishing your words; and presentation of your report.
Today’s workforce is experiencing job burnout and stress in epidemic proportions. Topics Covered: understanding your stress; action-orientated approaches to manage your stress and time management; emotion-orientated approaches to manage your stress and time management; acceptance-orientated approaches to manage your stress and time management; Inverted U Model; The Wheel of Life.
This intervention provides team members with a necessary theoretical perspective of the dynamics and success factors of team functioning. Topics covered: What makes up a Team; types of teams; team norms and characteristics; ground rules; team contracts; working as a team; team development; effective communication and being a good team player.
Interpersonal Development Courses:
Enhance the way you communicate and interact with others:
Anger can be caused by both external and internal events. Our course gives delegates the necessary skills to deal with anger appropriately within their personal and business environments. Topics Covered: Understand and evaluate your own anger; calculating the risks of toxic anger; anger and our bodies; personal anger patterns; your anger “fuse”; the anger process; transcend anger; calming breathing techniques; anger management; changing angry behaviours.
A manager’s ability to successfully identify and measure individual differences, their relationships with work behaviours, empower employers to employ people with the right competencies for jobs and give employees is the best chance of being successful and happy. Topics Covered: Personality and individual differences; patterns of attributes and behaviour; types of individual differences; personality traits; differences to build teams that work; cognitive or ability personality factors; self esteem; emotions or affective states and emotions and work.
Meeting the demands of the working environment is crucial to effective functioning. To function at optimum levels we all need to attain a level of awareness, and understand people’s behaviour. Being a better communicator, and negotiate with confidence are aspects of our interactions with people that assist staff to achieve organisational objectives.
The purpose of this course will be to provide the learner with an understanding of the nature, purpose and elements of assertiveness so as to maximise organisational, individual and team performance satisfaction.
Attend and also receive individual coaching for your application to your life.
The issue of change management is an important aspect of modern organisational life and management practice. Topics Covered: Defining change; the change cycle; the pace of change; dealing with resistance; strategies for dealing with change; managing anger and stress.
This course is designed to help learners improve their interactions with other people in your workplace or at home. This course gives learners the opportunity to improve the critical communication skills of listening, asking questions and being aware of nonverbal messages. Topics covered: Positive relationships; self-awareness; being a skilled communicator; communication barriers; questioning and listening skills; body language; the Johari window; frames of reference and assertiveness skills.
Conflict resolution is a process of attempting to resolve a dispute or disagreement in order to meet the needs of all or at least one party involved. Conflict management and conflict resolution differ and we cover both aspects in this course. Topics Covered: The nature of conflict; learning to deal with conflict; conflict resolution process; anticipation, triggers and personality types.
People approach learning in a way that is natural to their inborn thinking style. This course is an introduction to the key foundational skills associated with creative, lateral and analytical thinking in the modern world. Topics Covered: Understanding the nature of lateral thinking; brainstorming; reframing matrixes; analytical thinking processes; the brain and how it functions; creative thinking; simulations and treasure maps.
Emotional Intelligence is the ability to create a successful, satisfying life through the appropriate management of our emotions and their expression. Topics Covered: Understanding emotions; emotional intelligence as a set of abilities; the difference between emotions and moods; triggers and emotional hijackings; sizing up the whole person; emotional intelligence framework; applying emotional intelligence; the EQ action plan.
This course will equip learners with the skills of how to set goals and incorporate the organisations goals into a realistic measure for individuals and fellow employees. Topics Covered: Self-assessment of dominant and motivation needs; set goals through two goal setting techniques; goal setting and application; goal setting and quality management and dealing with setbacks.
When we talk about influence and persuasion, we often talk about marketing and sales, but we influence in many ways and with great frequency. Topics Covered: The differences between persuasion, influence, and manipulation; customise your approach to persuasion; techniques of building rapport, matching, mirroring, pacing, and leading; a persuasive presentation of any length; stories to persuade; using Neuro Linguistic Programming.
We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Topics Covered: What are crucial conversations; handle difficult or crucial conversations; considering frame of reference; positive intent; power of dialogue; toolkit for successful conversations; framework for difficult and crucial conversations; relevant case studies.
Self-leadership requires a commitment from individuals to decide what they want from life and to do what’s necessary to get the results they want. Topics Covered: Four pillars of self-leadership; personal vision statement; dreams and setting goals; setting ourselves up for success; change management; understanding what you do and who you are; motivation from within; creating a motivational climate; pessimism vs. optimism; basics of EQ.
Telephones are an everyday part of business and often aid in your customers first and lasting impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable staff to give your callers the quality service they deserve. Topics Covered: Creating a good first impression; listening techniques; professionalism & confidence; voice techniques; dealing with difficult & irate callers; operating under pressure; handling the stresses of customer care; voicemail etiquette.
This course is designed to teach you effective time management and organisation techniques, and show you how you can apply these skills using Microsoft Office Outlook 2010. You will learn the simple yet powerful time management strategies used by the pros. You will also learn how to organise your desk/workspace, make the best use of a planner, and set up Outlook 2010 to help maximise your productivity.
Management & Leadership Courses:
Essential Management and Leadership courses:
If you look at the most successful business people in the world, you will see people who have mastered the art of communication. And that’s the difference between being a good communicator and an advanced communicator – advanced communication is a true art form. Topics Covered: Self-assessment of current verbal communication skills; review of communication basics and processes; internal representations; visual, auditory, physical and kinesthetic systems; building rapport; toolset for advanced communication; reframing and linguistic skills; plan, prepare and deliver an effective public speaking session or presentation.
This course is a fundamental tool for leadership development. Topics Covered: Leadership practices; identification of leadership profile; communication skills; delegation skills; meeting and time management skills; problem solving techniques; managing change; building trust; constructive feedback; managing career aspirations.
This intervention is aimed at managers who wish to facilitate change and accelerate performance at an operational level as well as develop employees to higher positions. Topics covered: Managers as Coaches; management vs. coaching; the coaching process; coaching roles of managers; coaching checklist; coaching & mentoring relationships; building skills of mentees; phases of the coaching & mentoring relationship; coaching and mentoring options; implementation of a coaching & mentoring process; sample agreements to use; workplace implementation processes.
Topics Covered: Leadership and Management Definitions; differentiate between leadership and management; formal and informal coaching methodologies in a contact centre; communication techniques within a coaching context; different roles of team leaders and members; staff behaviours; working styles of self and staff ; effectiveness as a team player; contact centre deliverables; motivation and job satisfaction; influences on individual and team performance; effective interpersonal communication; resolving conflict; how to coach in a contact centre; digital considerations in the coaching process; coaching techniques and methodology; styles of coaching; performance assessment; reporting of coaching; develop and implement rewards and incentive strategies in contact centres.
This intervention will focus on identifying best practices and principles in interviewing and selection, understanding the competency-framework, against which candidates are assessed and applying key interviewing skills, including the briefing of candidates, the structuring of the interview, the management of the interaction during the interview, and the use of various questioning techniques.
In this course, managers will learn to apply Emotional Intelligence to motivate and engage their teams, foster cooperative working relationships, and improve their overall effectiveness. This course is for everyone who wants to move up or perform better in his or her role by applying Emotional Intelligence strategies and tools. If you are an individual performer, you can use this course to see what competencies you need to focus on becoming a Star Performer. If you are an Executive or Manager in an organisation, this course will provide you with a map and proven tools to support positive changes as you guide your direct reports toward becoming Star Performers.
Our culture defines many aspects of how we think, feel, and act. It can be challenging for managers to bridge cultural differences and bring employees together into a functioning team. This course will give supervisors and managers easy-to-use techniques for communicating across cultures, building teams, promoting multiculturalism in the organisation, and leveraging the global talent pool.
This 3-hour online interactive workshop will cover the following concepts: Teams and Turbulence; The Nature of Teams; Current Research on the Pandemic and how this affects teams; Transitioning to Remote Work; Leadership Online; Creating the Online Team; How to Manage a Team Online; Online Challenges of Communication, Performance Management, and Conflict; Tips of how to deal with Communication Online, Performance Management Online, and Team Conflict Online; Changing to a New Reality and Key Lessons for your application to the workplace.
Virtual workers and virtual teams are an essential part of today’s workforce. More than ever, people are using technology to work anywhere, anytime.
There are big benefits to today’s virtual workplace, but there can be big challenges, too. This one-day course will teach managers and supervisors how to prepare employees for the virtual workplace, create telework programs, build virtual teams, leverage technology, and overcome cultural barriers.
It is recommended that learners in attendance have prior knowledge of the principles of management of staff and teams and the principles of project management.
This course is aimed at managers and/or leaders involved in customer management fulfillment or strategy formulation and how this has changed due to the pandemic. Topics that will be covered in this 3-hour interactive online workshop are: The Marketing Concept; Customer Satisfaction Management; Customer Relationship Management; Customer Experience Management and Key Learnings for your application to the workplace.
This workshop is a tool that will show the New Manager how to develop, enhance and solidify effective leadership and management skills. Topics Covered: Leadership and management; lead with planning, organising, leading and control; LEAD analysis; supervisor to strategic thinking; leadership styles; delegation; emotional intelligence and leadership; practical empathy and understanding diversity; motivation; feedback and appraisal sessions; organisational principles; problem solving; effective communication.
As a leader in your organisation, have you noticed how it seems more difficult to get work done in organisations today? Do you find you need to interact with more and more people inside and outside your organisation in order to be successful? Consideration needs to focus on organisational strategy that includes the elements of assessing where we are as leaders and as an organisation and the tools necessary for successful analysis. Topics Covered: Strategic Leadership; Strategic Thinking; Strategic Action; Strategic Influence; Strategic Leadership Teams; Becoming a Strategic Leader.
Supervisory development represents a serious challenge and a major opportunity to organisations. Leadership at this level is a critical link between management and staff at lower levels, having a proactive, independent and competent supervisory band is essential to optimal performance. Our supervisory development approach focuses on a range of dimensions that ensure hard outcomes of addressing areas of leadership and leading, people management, performance management, building effective teams and enhancing organisational performance.
This is a curriculum of training offered in formal classroom or online sessions. Successful learners qualify for Qualification ID 83946 -120 credits. Modularized training topics include: Leadership skills through planning, organising, leading and control; Business Verbal and Written Communication Skills; Motivating Staff members and yourself; Stress Free Time Management Skills; HR for Non HR Managers; Emotional Intelligence in the workplace and EQ Leadership; Coaching for performance; Work-based Project; Presentation of workplace project to company stakeholders. Additional sessions on Microsoft Excel, Word and PowerPoint intermediate skills can be added to this curriculum of training.
Project Management Courses:
Apply the processes, methods, skills, knowledge and experience to achieve specific project objectives:
This one-day course will help you understand how to hone staff management skills, choose the project team or make the best of an assigned team, keep a project team on track, develop a project communication plan and lastly communicate with sponsors and executives.
Specifically you will: Understand types of communication and describing with examples the application in the sector relevant to the project; Communication needs in accordance with scope of the project, project constraints and assumptions and the needs of project stakeholders; Information needs are analysed, summarised and prioritised using the communication needs and the contribution or value of the information transfer to the project success; Apply a communication management plan in accordance with agreed strategy and communications needs; Evaluate the effectiveness of the project communication and report on it in accordance with project objectives, success criteria and project management plan.
This workshop is intended for participants who understand the conceptual phase of a project’s life cycle, including setting goals, creating a vision statement, and creating the Statement of Work. Topics Covered: Scheduling your project; the Work Breakdown Structure and other planning tools; budgeting; project risks; schedule and budget compression; change control processes; closing out a project.
The purpose of this workshop is to introduce the delegate to project management principles and the application thereof. Topics Covered: Project management basics; a project’s life cycle; selling a project; preparing your project; role of the project manager; project goal; laying out the project; the work breakdown structure; planning tools, scheduling; budgets; developing and managing teams; communication; closing out a project; project presentations.
In this risk management course, you will work through a proactive approach to threat and opportunity based on a clear understanding of the powerful nature of both qualitative and quantitative approaches to risk management. Topics Covered: Introduction to risk management; planning and identification of risks; quantification fundamentals; analysing and prioritising risk; planning of risks; risk monitoring and control; project closeout procedures; risk management responsibilities; positive aspects of risk.
Service Development Courses:
Essential skills in offering customer service excellence:
Effective business writing skills are vital in the call centre environment. Topics Covered: Why is it important to write a good business communication; Clear, Concise, Complete and Correct writing; complete a well-constructed document and/or email; correct grammar; proper paragraph construction; common templates & correspondence to use within the call centre; email guidelines & netiquette.
This course teaches you to “wear” a customer service hat when dealing with customers face-to-face, on the telephone or via e-mail. Topics Covered: Identify who your customers are; meeting customer expectations; customer service defined in your organisation; being the ambassador of your organisation; critical verbal communication skills; telephone techniques; dealing with difficult customers; dealing with challenges assertively; problem solving; conflict resolution; tools to measure your customer service; tips to deal with everyday stress.
The coronavirus pandemic has put many companies and their customers under immense levels of pressure. And even in more normal times, some people quickly become rude and unreasonable so it's always important to know how to respond.
In this turbulent time many customers are suffering from debt-stress syndrome - a condition that leads to mental, emotional, and even physical health problems. The wrath of this syndrome is often felt by the call centre agent in having to deal with customers who frequently angry and difficult.
This 4-hour workshop provides the key skills a call centre agent requires to deal with customers empathetically and sincerely whilst also exploring strategies for dealing with rude customers, and to give you the confidence to handle any hostile conversations that you may face.
30 minutes of online business coaching is included per learner to facilitate the effective transfer of the skills learned to the workplace in their engagements with customers.
This course is aimed at telephonic sales within the contact center. Topics Covered: Building on a winning service strategy; thriving on telephone sales; investing your time wisely; fundamentals of sales calls; opening calls with ease to build rapport; qualifying through questions; hone your listening skills; FCR strategy for sales close; increasing your sales; selling the way the customer wants to buy; staying motivated to succeed; turning service excellence into sales results.
Switchboard, reception and front line employees handle the brunt of the company’s first impressions with their clients, and everybody knows that a poor first impression leaves the client doubting the credibility of the company as a whole, and possibly deciding to take their business elsewhere. Topics Covered: customer service according to the latest service models; supreme service skills; telephone etiquette; handing difficult and/or angry customers; effective interpersonal communication; handling conflict situations; your action plan to improve your frontline skills.
You only have one chance at impressing a customer during your interaction with them. Supreme customer service increases customer loyalty and builds a positive self-esteem. Topics Covered: Basics of service excellence; developing relationships with your customers; effective verbal & written communication; delivering service excellence through teamwork; The "You" factor in service excellence; effective time management; work-based project for implementation.
Service centres have a serious impact on an organisation’s bottom line and are a direct line of communication with the customers you work so hard to gain. Every call a consultant takes is an opportunity to strengthen a relationship with a customer or to change a negative opinion a customer may have formed of your organisation. Topics Covered: Effective verbal communication; fundamentals of telephone etiquette; effective articulation skills; active listening; diagnosing the customer need; your behavioural style and that of your customers; staying courteous under stress.
14 SETA accredited Qualifications
Blazing Moon offers 14 various accredited learnerships registered with both MICT and Services SETA which are currently running in our various corporate customers. All training can be conducted in socially distanced classroom sessions, or online sessions. We use a Blended learning approach for our delivery and this is most convenient to learners in remote areas. These are applicable to the business areas of Contact Centre, Team Leader, Management, Business Administration and IT Support Services. We offer full project management of a learnership, liaison with the relevant SETA, placement of learners in appropriate host companies. Blazing Moon applies new qualifications on an ongoing basis. Enquire on the latest accredited learnerships to email@example.com
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