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SERVICES
1. Customised Business Writing Skills
The programme is aligned with SAQA Unit Standard 12153. Courses
generally consist of approximately 20 hours of contact tuition followed
by mentoring and follow-up assessments. Refresher courses are available.
Customised courses are developed and can include electives from
the following broad topics:
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Formal Plain English and Principles of Writing |
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Writing for Clarity – Concise words, sentences and
paragraphs |
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Writing with a purpose |
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Correspondence: Conventions And Functional Writing |
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Why Write A Report? |
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The Research Report / Investigative Report |
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The Analysis Report / Project Report |
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Incident Reports / Accident Reports |
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Appraisals / Evaluation Reports |
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Writing A Business Proposal |
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The Progress Report |
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The Technical Information Report |
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Laboratory Report |
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Feasibility Study |
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Speaking Skills & Presentations: |
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Oral Communication |
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The Language Of Meetings |
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Writing Effective Submissions For Government Departments |
Materials around other genres can be developed if necessary.
2. Your Personal Communication Style
Communication and Psychology are very closely related. Understanding
your personal communication style and preferred personality type
has a bearing on how you communicate and how others perceive you.
Therefore, we have developed a range of
courses/workshops together with a qualified Counselling Psychologist
to address these issues.
| 2.1 |
Self-Awareness And Your Communication Style |
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Self awareness (intrapersonal knowledge) enables
people to become aware of their personal thoughts, tendencies,
behaviours, skills and values. Without intrapersonal knowledge,
one cannot be in tune with others and develop and
maintain interpersonal relationships and effective communication
strategies.
The course includes 5x2 hour workshops which cover:
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“Who am I?” |
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Explore your personal tendencies (In the group and
individually) – i.e. writing Myers Briggs
Type Indicator® test, exploring the different types,
giving test results and exploring the profile individually. |
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Explore your conflict resolution style |
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How does this connect to how I relate to others? |
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How can self knowledge improve my communication
and relationships with others? |
The course includes mentoring and feedback sessions based
on the results of the psychometric test because the
programme has an individual focus.
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| 2.2 |
Emotional Intelligence = Communication IQ |
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This programme consists of 5x2hour sessions which cover
the following:
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What is emotional intelligence? |
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Why do people need emotional intelligence?
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Enhancing my own emotional intelligence? |
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Emotional intelligence and communication of my thoughts,
feelings and ideas |
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Practical skills around emotional intelligence |
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| 2.3 |
Listening Skills |
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Effective communication cannot take place without the output
and uptake of information. Listening skills assist people
in understanding what others are communicating to avoid communication
break-down and misunderstanding and to
ensure that empathy (understanding) is communicated in return.
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Listening skills introduction |
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Paraphrasing as a basic listening technique
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Reflection skills |
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How to communicate empathy |
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How empathy can strengthen relationships |
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Incorporating all the listening skills
into everyday conversation – being present in
conversation through active listening |
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| 2.4 |
Interpersonal Communication Skills |
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Verbal communication skills assist people in communicating
with others effectively and in the development and
maintenance of relationships with others.
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What is communication? |
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What is verbal communication? |
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What is non-verbal communication? |
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How do verbal and non-verbal communication cues interact? |
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How can one communicate effectively
when non-verbal communication cannot be seen (e.g. over
the telephone)? |
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Verbal communication skills (5 hrs practical
– i.e. role plays and possible analysis of samples
of verbal communication)
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| 2.5 |
Conflict Resolution Communication Skills |
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Conflict is inevitable. However, with effective
communication skills, conflict situations can be pre-empted
and avoided or
dealt with more effectively.
This workshop consists of 5x2 hour sessions which include:
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Miscommunication and misunderstanding |
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The importance of effective listening
skills |
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How my personal conflict resolution style impacts
on others |
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Interaction between my own conflict resolution style
and that of others |
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Collaboration - working together against
the problem |
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Striving for win/win situations |
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Practical conflict resolution skills
– putting it all together
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| 2.6 |
Telephone Communication Skills |
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Barriers in telephonic communication :
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Sender/receiver model |
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Noise |
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Concentration |
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Quality of telephone line |
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Language – English, Afrikaans,
Zulu, Xhosa etc. |
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Not responding frequently enough –
can’t nod – letting people know you are
still on the line |
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Uncomfortable silences |
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Verbal cues and hearing |
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Verbal cues and hearing |
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Telephonic communication skills – courtesy
and professionalism |
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Tone and audibility |
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Talking so that others understand |
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Listening skills |
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Assumptions – checking with the
person that you are understanding correctly |
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Interpreting verbal cues |
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(Practical Component – combination
of the above 3 topics) |
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Dealing with customer complaints |
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Dealing with “difficult”
clients |
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Dealing with telephonic abuse |
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Effective communication around problem
resolution |
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| 2.7 |
Communication In A Call Centre Environment |
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Fatigue, stress, irritability - effect on communication |
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Concentration |
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Combating call centre “syndrome” |
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Productivity |
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Burnout prevention |
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ACCREDITED
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