VJ Henderson Associates - Connect...

VJ Henderson Associates Training & Management Consultants, H R Consultants

P O Box 1687, Dunedin 9054 • Phone (03)453-4202Web: www.vjhenderson.co.nz • Email [email protected]

Dunedin/Timaru Courses coming up

June/July 2017 Pages Course Title: May - Dunedin How to Manage Behaviours & Attitudes 2

June - Dunedin The Course for Team Leaders 3The Course for Team Leaders - detailed content 4Polishing Your Skills - for Office and Administration Staff 5The Outstanding Receptionist/Telephonist 6Leadership Skills vs Management Skills 7Root Cause Analysis for Effective Problem Solving 8Making KPI’s Measureable, Relevant & User Friendly 9Interpersonal Communication Skills 10

June - Timaru The Course for Team Leaders 11The Course for Team Leaders - detailed content 12

July - Dunedin Accounting for Non-Accountants 13Dealing with Irate & Frustrated Customers/Clients 14Refining Your Operational Process 15Sun Tzu - “The Art of War” Interpretation & Application in Business 16Body Language - Facts & Myths 17How to Write Up & Control SOP’s (Standard Operation Procedures) 18 Enhance Your Leadership Skills 19How to Use the Tools of a Performance Management Process Effectively 20

VJHA

endersonssociates

How to Manage Behaviours & Attitudes** Dunedin **

“The key to managing “personalities”AIM •To assist all Managers and Front Line Team Leaders to deal with personality behaviours which disrupt the working environment and create disharmony to the team. •Toassistpeoplewhohavetodealwithdemandinganddifficultcolleagues,external contacts and customers.

CONTENT •Whatisthedifferencebetweenpersonalityandbehaviour? •Whichshouldyoumanage? •Whattypesofpeopledowehavetodealwith? •Welcometotheanimalkingdom •Howclosetotheanimalkingdomarehumanswhenitcomestobehaviour? •TheSheep-losesdirection •TheDonkey-isstubborn •ThePuppy-needsattention •.........andmore •Learningtounderstandpeople •Domesticationandconditioning •Dealingwithconflict •WhatareyouREALLYdealingwithinthissituation? •Professionalism •Controllingyouremotions •Firstimpressionsarenotalwaysreal •ThedifferencebetweenLeadershipandManagement •Whentoleadandwhentomanage •Whyweneedbothqualities •Howtosetmeasureablestandardsinbehaviour •Changingbehaviour •DOPEtest(Dove,Owl,Peacock,Eagle)-afunselfbehaviouralassessment

FACILITATOR LeoWenborn-Ahighlyrecognisedandsuccessfulmanagementconsultantandtrainer withawealthofexperienceinthepracticalimplementationofmanagementinpublicand privateorganisations.Leohasovertwentyyearsexperienceandhisenthusiasmand knowledgeprovidesthehighest-qualitylearningopportunity

DATE Thursday 25th May 2017 9.00am-5.00pm

VENUE MercureDunedinLeisureLodge,30DukeStreet,DunedinNorth

INVESTMENT $490.00plusGST($563.50includingGST) CPD HOURS 7 This includes all handout material and lunch.

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE THURSDAY 18TH MAY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

HOW TO MANAGE BEHAVIOURS & ATTITUDES - DUNEDIN

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Company Name ..................................................................................................... Position ................................................................................................................

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Authorising Person Title ................................................................................ Cheque enclosed/ Bill me/ Bill my company Email .......................................................................................................................


POBox1687,Dunedin9054•(03)453-4202•Web:www.vjhenderson.co.nz•[email protected]

23YEARS

23YEARSThe Course for Team Leaders

** Dunedin **AIM ToenableTeamLeadersandManagerstounderstandandutilisetheskillsrequiredtobemore effective in today’s workforce through effective planning and management of staff and processes. Thesekeypersonnelhavehands-oncontrolofoutputandquality,andcansignificantlyinfluence productivityandthereforeprofitabilityintheorganisation. Thoseattendingwillbegiveninstructionandthetoolstoworkthroughspecificissuesfor implementationofaction,onthereturntowork.Apracticalexperientialtrainingprogrammewithina supportive environment for people that allows participants to personally analyse and develop skills.

LEVEL AnessentialprogrammedesignedforallTeamLeaders,FirstLineManagers,Supervisors, ProductionManagers,OperationManagersandProjectManagers.Aworkshopforanypeoplewho have the responsibility of planning and directing staff in the achievement of goals.

CONTENT • TheChangingRoleoftheTeamLeader • Conflictreductionandresolution • GoalSetting-inperformanceandbehaviour • PerformanceManagement • Delegation-toolsforeffectiveness • Legislation-2017requirements • Communicatingeffectively • Giving&receivingfeedback • ManagingChange-planned/sudden • Impartinginformationtoothers • Reinstructinganexperiencedworker • Instructingalearner • Handlingrelationshipproblems • Dealingwithdifficultpeople • TeamDevelopment-9BuildingBlocks • Leadership-4KeyStyles

Please check the back of this brochure for a more detailed content

BENEFITS • Exposuretocurrentthinkingandpracticesinmanagementdevelopment. • Opportunitytolearnandpracticeskillsinasupportiveandparticipativeenvironment • Afullsetofcomprehensivehandoutmaterialforon-goingreference • Improvedproductivity • Increasedprofitability • Reducedfrustration • Improvedconfidence • Postworkshopsupport

FACILITATOR LeoWenborn-Ahighlyrecognisedandsuccessfulmanagementconsultantandtrainerwitha wealthofexperienceinthepracticalimplementationofmanagementinpublicandprivate organisations.Leohasovertwentyyearsexperienceandhisenthusiasmandknowledgeprovides thehighest-qualitylearningopportunity.

DATE Monday12thtoTuesday13th&Monday26thtoTuesday27thJune2017 9.00am-5.00pm(4days)


INVESTMENT $1,645.00plusGST($1,891.75includingGST) This includes all handout material and lunch CPD HOURS 30

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions...........................................................................................................................................................................................................................................................................................................................

ENROLMENT FORM DUE MONDAY 5TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885THE COURSE FOR TEAM LEADERS - DUNEDIN




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The Course for Team Leaders - deTaiLed ConTenT

Identify priority training needs by checking the detailed content points

The Changing Role of the Team Leader•Wherearewein2017?•TheTeamLeader’s/Manager’srole(12KeyActivityAreas)•Accountabilityandempowerment

Legislation•Legislativerequirements•Disciplinaryprocedures•Companypracticesandpolicies•Whatyoucandoandsay

Setting Quality Standards• Identify the key factors to success•Howtosetqualitativeandquantitativegoalsin performance and behaviour•Auditprocedures-bothformallyand“asandwhen”required• Giving constructive feedback•PlanningandOrganisationalskills

Training•HowtodevelopaTrainingNeedsAnalysis(TNA)•TheAdultlearner•Barrierstolearning• Motivating the learner• Instructing a learner•Reinstructinganexperiencedworker

Communication Skills• To identify the needs of the Team Leaders•Establishaneffectivecommunicationnetworkbothinternallyandexternally•Howtomaintainthecommunicationnetwork•Communicationwithstaffi.e.givingdirectivesand orders•Communication-VAK,perception,open&closedquestions,specific&nonspecific• Giving and receiving feedback•Opencommunication-courageousconversations•ReportingbacktoManagement• The downstream effect of ineffective communication

Change Management•Whatistherealreasonpeopleresistchange?•Whatisthedifferencebetweenplannedchangeandsuddenchange?• Identify the steps to planned change and sudden change

Team Building• Teambuilding•The9BuildingBlockstodevelopinganeffective team•Howtoidentifytherealneedsofyourteam

Delegation• Training versus delegation•Delegationversusabdication• Identify when and what can be delegated• Identify to whom you can delegate• The process of delegation including follow through•“Real”timemanagement•Majorcausesoftimeloss•Whatareourconstraintsinternallyandexternally and how do we go about identifying these and removing them• The true costs of these constraints

Leadership• Identify the four key areas of leadership styles•Howandwhentoutiliseyourleadershipstyles•Theneedforflexibilitybetweenleadershipstyles•Howtobecomeassertivewithoutaggression•Consistencybetweenleaders• Gaining respect and trust• The transition from friend to leader•Professionalisminleadership(rumourandgossip)•Ownershipofproblems•Culturalsituationsinleadership•Hiddenagendas•Dealingwithissuesratherthanhidingoravoiding them

Interpersonal Skills•Identificationofnegativeconflict•Identifythepossibleoutcomesofnegativeconflict•Understandingwhatconflictreallyis•Conflictresolution•Conflictbetweenteammembers•Dealingwithdifficultpeople• Maintaining people’s respect•Emotionalintelligence

Customer Care•Therelationshipbetweenexternalandinternal customer care•Whyisinternalcustomercaresoimportant?•Whoareyourinternalcustomers?• Whyweneedtocommunicateeffectivelywith our customers

Performance Management•ThedifferencebetweenaPerformanceAppraisalandaPerformanceDevelopment Interview•HowshouldyouconductagoodPA/PDI?

-process,timeframeetc.•WhatshouldbediscussedinaPA/PDI?•Howtodealwithperformanceissues

Polishing Your Skills - for Office and Administration Staff

** Dunedin **

AIM Weallplayavitalroleinanyorganisation.Thiscourseisdesignedtoenhancetheskills ofofficeandadministrationstaffsothattheycandeveloptheirroletoworkmore cohesively with the colleagues and customers that rely on them.

DESIGNED AnypersoninvolvedintheofficeoradministrativefunctioninabusinessFOR

CONTENT •Theneedtooccasionallymanagethepeopleyouinteractwith •Howdoesasuccessfulofficeactuallyrun? •Howtomanageyourowntimeandhelpotherpeoplemanagetheirs •Dealingwithmultiplerequestsandpriorities •Handlingthoseconsistentand‘uncontrollable’interruptions •Theimportanceofeffectivecommunicationinasuccessfuloffice •Howtodealassertivelywithmanagersandcolleagues •Howdoyouworkwithmorethanonemanager? •Howdoyouworkasateam? •Managingpersonalstress

FFACILITATOR VivHenderson-Vivhasbeeninvolvedinstaffdevelopmentandtrainingforovertwentyyears. Shenowregularlyisinvolvedworkingonsitewithclientsassistingthemtoimplementeffective managementsystemstohelpimprovetheiroperationorremoveconstraints.Herapproach isapracticableapproach(asopposedtoapurelytheoreticalone)whichhelpsachievehigh levels of success.

DATE Monday12thJune2017 9.00am-5.00pm


INVESTMENT $465.00plusGST($534.75includingGST) This includes all handout material and lunch. CPD HOURS 7

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE MONDAY 5TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

POLISHING YOUR SKILLS FOR OFFICE & ADMINISTRATION STAFF - DUNEDIN




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23YEARS

The Outstanding Receptionist/Telephonist

** Dunedin **

AIM Akeyroleinanyorganisation,thisissometimesadifficultanddemandingjob.Acustomer willmakeinstantjudgementsaboutthewholeofyourorganisationbasedontheway he/sheisdealtwithbyjustonepersoninreceptionandonthetelephone.Thisworkshop enablesparticipantstoconfidentlyandprofessionallydealwithyourcompany’svisitors andtelephonecallers,creatingtherightimpressionfirsttime.

Content •Whatistheroleofthemodernreceptionist/telephonist? •Cananyonedothis? •Theproblemwithfirstimpressions •Dealingwithvisitors-wantedandunwanted •Signinginandsecurity •Findingoutwhatvisitorswant •Communicatingeffectivelywithcustomers •Thetelephoneasafirstpointofcontact •Usingyourvoiceeffectivelyonthetelephone •Dealingwithdifficultcustomersandcomplaints

FACILITATOR VivHenderson-Vivhasbeeninvolvedinstaffdevelopmentandtrainingforovertwentyyears. Shenowregularlyisinvolvedworkingonsitewithclientsassistingthemtoimplementeffective managementsystemstohelpimprovetheiroperationorremoveconstraints.Herapproach isapracticableapproach(asopposedtoapurelytheoreticalone)whichhelpsachievehigh levels of success.

DATE Tuesday13thJune2017 9.00am-12.30pm


INVESTMENT $280.00plusGST($322.00includingGST) This includes all handout material CPD HOURS 3.5

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE TUESDAY 6TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

THE OUTSTANDING RECEPTIONIST/TELEPHONIST - DUNEDIN




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23YEARS

Leadership Skills vs Management Skills

** Dunedin **

What is the Difference?Why Managers and Team Leaders of all levels need both qualities

AIM TogiveManagers,TeamLeadersandSupervisorsabetterunderstandingofthe differencebetweenthetwoqualitiesandhowthesecanhelpimproveboththeir performance and their staffs productivity.

CONTENT • Thechangingroleofthesepositionsintoday’sworkingenvironment • Theninebuildingblocksforbuildinganeffectiveteam • Teamperformanceandhowtodevelopamoreeffectiveteam • Howtoget“buyin”anddevelopenthusiasticstaff • ThedifferencebetweenLeadershipandManagement • Whentoleadandwhentomanage • Whyweneedbothqualities • Professionalism • Respect

FACILITATOR LeoWenborn-Ahighlyrecognisedandsuccessfulmanagementconsultantandtrainer withawealthofexperienceinthepracticalimplementationofmanagementinpublicand privateorganisations.Leohasovertwentyyearsexperienceandhisenthusiasmand knowledgeprovidesthehighest-qualitylearningopportunity.

DATE Tuesday20thJune2017 9.00am to 5.00pm


INVESTMENT $490.00plusGST($563.50includingGST) This includes all handout material and lunch CPD HOURS 7

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE TUESDAY 13TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

LEADERSHIP SKILLS VS MANAGEMENT SKILLS - DUNEDIN




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23YEARS

Root Cause Analysis for Effective Problem Solving

** Dunedin **AIM ThisworkshopisdesignedforselectedparticipantstobecomeeffectiveinContinuous ImprovementthroughRootCauseAnalysisandProblemSolving

DESIGNED •TeamLeadersandmanagerswhoneedtoimproveskillsinRootCauseAnalysisforsystems improvement •Administrationstaffwhoarewantingtoassess,analyseandeliminate“roadblocks”intheir workflow •Thoseorganisationswhorecognisetheneedtoreducecrisismanagement •Thoseorganisationswhorecognisetheneedforcontinuousimprovement

CONTENT •RootCauseAnalysisversusbandaiding •IdentifyingtheproblemandsettingSMARTobjectivestotheRootCauseAnalysisto ensure effective problem solving •Therecognisedandprovendatacollectiontools •Interpretationofthedata •Factversusassumptionand/oropinion •Applying,analysingandgivingweighttotherelevantdata •Distinguishingbetweensymptomsandtherootcause •Identifyingandexploringoptionalsolutions •Whyweneedtoconsidertheimpactthedecisionmayhaveontheupstreamand downstream functions with your organisation •Implementingyourdecision •AuditingandcheckingtoensureRootCauseAnalysisissuccessful EXPECTED •MoreeffectiveproblemsolvingOUTCOMES •Skillsindatacollection •Improveddecisionmakingandareductioninbandaiding •Improvedprofitabilityandproductivity •Improvedrecoveryandyieldwithinthemanufacturingprocess •Reducedfrustration •Assistingthestafftobecomemoreeffectiveinhealthandsafetyandtocomply totheHealth&SafetyReformBill.


DATE Wednesday21stJune2017,9.00am-5.00pm



CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE WEDNESDAY 14TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

ROOT CAUSE ANALYSIS - DUNEDIN




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23YEARS

Making KPI’s Measureable, Relevant & User Friendly

** Dunedin ** AIM TogiveparticipantsaclearunderstandinginthedevelopmentandutilisationofKey ActivityAreas(KAA’s).KeyPerformanceIndicators(KPI’s)soastobetterprovide feedback to staff in a professional user friendly manner not only in productivity but also behavioural standards.

CONTENT • GoalSettingandthepracticalapplicationofSMARTgoals. • WhatisaKFS? • WhatisaKAA? • WhatisaKPI? • Whydoweneedallthree(KFS’s,KAA’s,andKPI’s)? • Whyyourcompanystandardsarecriticalintheimplementationofthisprocess. • Thebenchmark • Improvingthestandardorloweringthewaterlevel. • Is100%accuracy98%ofthetimearealistictarget? • Whataretheramificationsifwedonotachievethis? • The12KAA’sandtheirKPI’s • Whatarethe12andwhydoallstaffneedthese12? • Settingobjectivemeasurestoavoidthe“dutchauction” • Howtomeasuresubjectiveareas • HowtoidentifytheKPI’sspecifictoeachperson • HowtoapplytheseKPI’sinatransparentconstructivemanner • Howtocollectdatasoasthefeedbackprocessismeasuredagainstthecompany standards as opposed to personal standards • Themythsperformancemeasurementthatcanleadtofailure FACILITATOR LeoWenborn-Ahighlyrecognisedandsuccessfulmanagementconsultantandtrainer withawealthofexperienceinthepracticalimplementationofmanagementinpublicand privateorganisations.Leohasovertwentyyearsexperienceandhisenthusiasmand knowledgeprovidesthehighest-qualitylearningopportunity.

DATE Wednesday28thJune2017 9.00am-5.00pm


INVESTMENT $490.00plusGST($563.50)includingGST) This includes all handout material and lunch CPD HOURS 7

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE WEDNESDAY 21ST JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

MAKING KPIs MEASURABLE, RELEVANT & USER FRIENDLY - DUNEDIN




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23YEARS

Interpersonal Communication Skills

** Dunedin **

AIM Todevelopinallpeopletheinterpersonalskillsrequiredtorelatemoresuccessfullywith theirstaff,colleaguesandcustomers.Itwillalsohelpimproveone-to-onecommunication skillssuchascoaching,counsellingandconflicthandling.

DESIGNED Thosewhoneedtorelatemoresuccessfullywithandtotheirstaff,colleaguesandFOR customers.

CONTENT •Whatcaneffectanindividualonadaytodaybasisandhowthatalterstheircommunication •Thecommunicationprocess •Verbalandnon-verbalskills •Readingthesituationbothverballyandvisuallytoensurecommunicationiseffective •Thedangersofstereotyping/pigeonholingpeople. •Recognisingbarrierstocommunicationandhowtoovercomethem •Understandingculturaldifferences-weallhaveourownculture •Perception-whyandhowpeoplemisinterpretmessages •Howtoresolvethissituation •Whatisactivelisteningforrealandhowdowedoit? •Givingandreceivingfeedbackinaprofessionalmanner •Hownottotakefeedbackonapersonallevel •Dealingwithconflict •Managingyourownemotionalstatesothatyouremainprofessional

FACILITATOR LeoWenborn-Ahighlyrecognisedandsuccessfulmanagementconsultantandtrainer withawealthofexperienceinthepracticalimplementationofmanagementinpublicand privateorganisations.Leohasovertwentyyearsexperienceandhisenthusiasmand knowledgeprovidesthehighest-qualitylearningopportunity

DATE Thursday29thJune2017 9.00am-5.00pm


INVESTMENT $465.00plusGST($534.75includingGST) This includes all handout material and lunch. CPD HOURS 7

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE THURSDAY 22ND JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

INTERPERSONAL COMMUNICATION SKILLS - DUNEDIN




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23YEARS

The Course for Team Leaders** Timaru **

AIM ToenableTeamLeadersandManagerstounderstandandutilisetheskillsrequiredtobemore effective in today’s workforce through effective planning and management of staff and processes. Thesekeypersonnelhavehands-oncontrolofoutputandquality,andcansignificantlyinfluence productivityandthereforeprofitabilityintheorganisation. Thoseattendingwillbegiveninstructionandthetoolstoworkthroughspecificissuesfor implementationofaction,onthereturntowork.Apracticalexperientialtrainingprogrammewithina supportive environment for people that allows participants to personally analyse and develop skills.

LEVEL AnessentialprogrammedesignedforallTeamLeaders,FirstLineManagers,Supervisors, ProductionManagers,OperationManagersandProjectManagers.Aworkshopforanypeoplewho have the responsibility of planning and directing staff in the achievement of goals.

CONTENT • TheChangingRoleoftheTeamLeader • Conflictreductionandresolution • GoalSetting-inperformanceandbehaviour • PerformanceManagement • Delegation-toolsforeffectiveness • Legislation-2017requirements • Communicatingeffectively • Giving&receivingfeedback • ManagingChange-planned/sudden • Impartinginformationtoothers • Reinstructinganexperiencedworker • Instructingalearner • Handlingrelationshipproblems • Dealingwithdifficultpeople • TeamDevelopment-9BuildingBlocks • Leadership-4KeyStyles

Please check the back of this brochure for a more detailed content

BENEFITS • Exposuretocurrentthinkingandpracticesinmanagementdevelopment. • Opportunitytolearnandpracticeskillsinasupportiveandparticipativeenvironment • Afullsetof comprehensive handoutmaterialforon-goingreference • Improvedproductivity • Increasedprofitability • Reducedfrustration • Improvedconfidence • Postworkshopsupport


DATE Thursday1sttoFriday2nd&Thursday15thtoFriday16thJune2017 9.00am-5.00pm(4days)

VENUE ComfortHotelBenvenue,16-22EvansStreet(SH1),Timaru

INVESTMENT $1,665.00plusGST($1,914.75includingGST) This includes all handout material and lunch CPD HOURS 30

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions...........................................................................................................................................................................................................................................................................................................................

ENROLMENT FORM DUE THURSDAY 25TH MAY 2017 TAX INVOICE/STATEMENT GST number 35-226-885THE COURSE FOR TEAM LEADERS - TIMARU




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23YEARS

At Your Request

The Course for Team Leaders - deTaiLed ConTenT

Identify priority training needs by checking the detailed content points

The Changing Role of the Team Leader•Wherearewein2017?•TheTeamLeader’s/Manager’srole(12KeyActivityAreas)•Accountabilityandempowerment

Legislation•Legislativerequirements•Disciplinaryprocedures•Companypracticesandpolicies•Whatyoucandoandsay

Setting Quality Standards• Identify the key factors to success•Howtosetqualitativeandquantitativegoalsin performance and behaviour•Auditprocedures-bothformallyand“asandwhen”required• Giving constructive feedback•PlanningandOrganisationalskills

Training•HowtodevelopaTrainingNeedsAnalysis(TNA)•TheAdultlearner•Barrierstolearning• Motivating the learner• Instructing a learner•Reinstructinganexperiencedworker

Communication Skills• To identify the needs of the Team Leaders•Establishaneffectivecommunicationnetworkbothinternallyandexternally•Howtomaintainthecommunicationnetwork•Communicationwithstaffi.e.givingdirectivesand orders•Communication-VAK,perception,open&closedquestions,specific&nonspecific• Giving and receiving feedback•Opencommunication-courageousconversations•ReportingbacktoManagement• The downstream effect of ineffective communication

Change Management•Whatistherealreasonpeopleresistchange?•Whatisthedifferencebetweenplannedchangeandsuddenchange?• Identify the steps to planned change and sudden change

Team Building• Teambuilding•The9BuildingBlockstodevelopinganeffective team•Howtoidentifytherealneedsofyourteam

Delegation• Training versus delegation•Delegationversusabdication• Identify when and what can be delegated• Identify to whom you can delegate• The process of delegation including follow through•“Real”timemanagement•Majorcausesoftimeloss•Whatareourconstraintsinternallyandexternally and how do we go about identifying these and removing them• The true costs of these constraints

Leadership• Identify the four key areas of leadership styles•Howandwhentoutiliseyourleadershipstyles•Theneedforflexibilitybetweenleadershipstyles•Howtobecomeassertivewithoutaggression•Consistencybetweenleaders• Gaining respect and trust• The transition from friend to leader•Professionalisminleadership(rumourandgossip)•Ownershipofproblems•Culturalsituationsinleadership•Hiddenagendas•Dealingwithissuesratherthanhidingoravoiding them

Interpersonal Skills•Identificationofnegativeconflict•Identifythepossibleoutcomesofnegativeconflict•Understandingwhatconflictreallyis•Conflictresolution•Conflictbetweenteammembers•Dealingwithdifficultpeople• Maintaining people’s respect•Emotionalintelligence

Customer Care•Therelationshipbetweenexternalandinternal customer care•Whyisinternalcustomercaresoimportant?•Whoareyourinternalcustomers?• Whyweneedtocommunicateeffectivelywith our customers

Performance Management•ThedifferencebetweenaPerformanceAppraisalandaPerformanceDevelopment Interview•HowshouldyouconductagoodPA/PDI?

-process,timeframeetc.•WhatshouldbediscussedinaPA/PDI?•Howtodealwithperformanceissues

Accounting For Non Accountants** Dunedin **

AIM Topresentbasicmanagementandfinancialaccountingtechniquesinasimpleand practicalmanner.Designedforpeoplewithalimitedaccountingknowledgewhowant togainanunderstandinginfinancialaccountingtechniquesandthetoolsused.

CONTENT •Debitsandcreditsanddoubleentry •Theaccountingequation •Assets,LiabilitiesandProprietorship •Profit,revenue,expensesandincome •Returnoninvestment •Journalentries,ledgersandtrialbalance\ •Costofgoodssold •Grossprofit •Thebasicaccountingcycle •BalanceSheets,ProfitandLossAccounts •PreparesimpleIncomeStatementsandBalanceSheetsfromaccountingdata •Understandcashandaccrualaccounting •Thedifferencebetweenacapitalitemandanexpense. •Endofperiodadjustmentsincludingaccruals,prepaymentsanddepreciation •Budgetsandcashflowstatements •AnintroductiontoGST,PAYEandothertaxes •Breakevenpoint

FACILITATOR RosWhiting-RosisaSeniorLectureratOtagoUniversityteachingundergraduate accountingstudies.Sheisexperiencedinsmallgrouptutoringandrelatestoalllevelsas well as encouraging group participation.

DATE Tuesday4thJuly2017 9.00am-5.00pm

VENUE MercureHotelLeisureLodge,DukeStreet,DunedinNorth


CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE TUESDAY 27TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

ACCOUNTING FOR NON ACCOUNTANTS - DUNEDIN




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23YEARS

Dealing with Irate & Frustrated Customers/Clients

** Dunedin **

AIM Toassistparticipantstodealwiththeincreasingnumberoffrustratedand/orirate customers and clients we are interacting with in business today. This course will provide suggestions on how to diffuse the situation as well as provide coping mechanisms for the participants so that they do not get bogged down with the emotional turmoil.

Todeveloptheconfidenceandskillstomanagepeoplewhodemonstratebehaviours whichcreatedifficultieswithintheworkplace.

CONTENT • Dealingwithemotionalandunreasonablepeople • Whyapersoncanreactdifferentlyinsimilarsituations • Howtodealwiththepositiveandnegativesidesofaperson’spersonality • Whydowenotalwaysaddresstheseproblems? • Canwechangeaperson’sbehaviour? • Effectivemethodsofcommunication • Howyourtoneofvoicecaninfluencetheconversation • Perception(listeningwithunderstanding) • Takingcontrolofthesituation • Howtobecomeassertivewithoutaggression • Managingyourownemotionalstatetomaintainselfcontrolandprofessionalism • Whentoescalatethecall • Terminatingtheimpossiblecallerwithprofessionalism • Changingrolesbetweenworkandhometoshedthestress


DATE Thursday6thJuly2017 9.00am-5.00pm



CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE THURSDAY 29TH JUNE 2017 TAX INVOICE/STATEMENT GST number 35-226-885

DEALING WITH IRATE & FRUSTRATED CUSTOMERS/CLIENTS - DUNEDIN




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23YEARS

Refining Your Operational Process** Dunedin **

Yes we know - been there done that!But have you really????

AIM Togiveparticipantsabetterunderstandingoftheoperational/manufacturingprocesssoas toimproveworkflow.Theoperationalprocessappliestobothadministrationand manufacturing procedures.

CONTENT •Whydoweneedtoreviewthesesystems? •Competinginacompetitivemarket •Justwheredoesourmoneygo? •WhatdoesDIFOTISreallymean? •WhatisCellularandInline •Whatareyourtruecosts •Whatarethehiddencostswedon’tcalculate? •Howdowetrackthesecosts? •Howtometricatethisdata? •Howcanthisaffectproductivity? •Howtocalculatetheseextracosts •Howtopresentthisdatainaclearandconcisemanner •Identifyingconstraintstoasmootheroperation •Systemsfordatacollection •Whatsystemscanbeeasilyintroducedandmanaged •Gettingyour“ducksinarow” •HowtoapplytheconceptsofRootCauseAnalysistoeliminatetheissue


DATE Monday10thJuly2017 9.00am-5.00pm



CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE MONDAY 3RD JULY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

REFINING YOUR OPERATIONAL PROCESS - DUNEDIN




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23YEARS

Sun Tzu - “The Art of War”Interpretation & Application in Business

** Dunedin **

Interpretations & Application to Leadership, Management & Business

AIM ThisworkshopwilldiscussandanalyseSunTzu’swritingsandhowyouwouldinterpretthese andtheirapplicationtothebusinessenvironmentandclimatetoday?

CONTENT 1.LayingPlans 2.OnWagingWar 3.TheSheathedSword 4.Tactics 5.Energy 6.WeakPoints&Strong 7.Manoeuvring 8.VariationofTactics 9.TheArmyontheMarch 10.Terrain 11.TheNineSituations 12.AttackByFire 13.TheUseofSpies METHODOLOGY Thesessionwillberuninteractivelywithopendiscussiononeachtopic.Wewillbe workingthroughtheinterpretationofeachofthe13chaptersof“TheArtofWar”andanalysing how these can be effectively applied to modern day business and management.





CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE TUESDAY 4TH JULY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

SUN TZU - “THE ART OF WAR” INTERPRETATION & APPLICATION TO BUSINESS - DUNEDIN




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23YEARS

Body Language - Facts & Myths

** Dunedin **

AIM Asimplisticcommonsenseapproachwheninterrelatingwithotherpeopletoenhance thewaywefunctiontogetherwhetheritbewithworkcolleagues,familyorthesocial environment

CONTENT • BasicsandIntroduction •BackgroundandHistory -Howitcanbeused -Fromwherediditstart? -Cultureandthelanguage -The various studies and contradictions -Ageanditsrelevance

• NatureorNurture? •FacialExpressions -Isitoneortheother? -Thesixkeyfacialexpressionswhich -Mirroring are the basis of the language -Environment

•BodyLanguageAnalysis -Itisnotwhatitalwaysappearstobe -Examplesofwhatwecantrust -Whythereisaneedtouseclustersofsignals -WhythereisaneedtocombinetheLanguagewiththeother communicationmethods,i.e,V.A.K.

•BodyLanguageWarning -Thedangersofoveranalysingoroveruse. -Thesamesignal,differentmeaningbasedongeneration,education,culture,age and gender.


DATE Wednesday12thJuly2017 9.00am-12.30pm


INVESTMENT $280.00plusGST($322.00includingGST) This includes all handout material CPD HOURS 3.5

CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE WEDNESDAY 5TH JULY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

BODY LANGUAGE FACTS & MYTHS - DUNEDIN




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23YEARS

23YEARSHow to Write Up & Control SOP’s(Standard Operating Procedures)

** Dunedin **

AIM Togiveparticipantstheskillsandconfidencetodesignandwriteupeffectiveuserfriendly S.O.P.’s

CONTENT • ThehistoryandbackgroundofS.O.P.’s • TheneedforacontrolledsystemforS.O.P.’s • Why,whentrainingshouldweuseS.O.P.’sinconjunctionwithV.A.K. • WhoneedstobetrainedviaS.O.P.’sandwhy? • Toomuchortoolittle? • ThepartstobeincludedinaneffectiveS.O.P. • WhoshouldbeinvolvedinthewritingofS.O.P.’s • HowtowriteupaneffectiveS.O.P.forthemanufacturingenvironment. • HowtowriteupaneffectiveS.O.P.fortheengineeringenvironment • HowtowriteupaneffectiveS.O.P.fortheadministrativeenvironment. • WhytheneedtotestS.O.P.’sbeforeuse. • HowandwhentouseS.O.P.’s

Thisworkshopisa50/50mixoftheoryandpracticalskillsinwhichtheparticipantswill havetheopportunitytolearnthetheoryandthenapplythattheorytoexamples


DATE Thursday13thJuly2017 9.00am-5.00pm



CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ ENROLMENT FORM DUE MONDAY TH JULY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

HOW TO WRITE UP & CONTROL SOP’s - DUNEDIN




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Enhance Your Leadership Skills

** Dunedin **

AIM TogiveTeamLeaders,ManagersandSupervisorsabetterunderstandingoftheirroles inmanagement.Designedforpeoplewhohavebeenassessedbytheiremployeras having potential for further development

CONTENT • ThechangingroleoftheManager/TeamLeader • Theneedsoftoday’sManager/TeamLeader • Theninebuildingblocksforbuildinganeffectiveteam • Managinganddevelopingstrongteamperformance • Developingteamcommitmentandco-operation • Howtoget“buyin”anddevelopenthusiasticstaff • The4leadershipstylesofaneffectiveleader • ThedifferencebetweenLeadershipandManagement • Whenshouldweleadandwhenshouldwemanage? • Whydoweneedbothqualities? • Howtobecomeassertivewithoutaggression • Professionalism • Gainingrespect





CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE TUESDAY 18TH JULY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

ENHANCE YOUR LEADERSHIP SKILLS - DUNEDIN




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23YEARS

How to Use the Tools of a PerformanceManagement Process Effectively

** Dunedin **AIM To develop the skills of selected staff to better understand and implement the concepts of PerformanceManagementsoastoimprovetheperformanceofthoserequiredina constructive,respectfulandsupportivemanner.

CONTENT •Keepingwithintheboundariesandrespectingboththelegislationfortherecipient and the deliverer. •Whydopeople’sperformancewaiver? •Identifyingwhentoreacttoasituationandwhentoletitslip. •Istheissue“Theycan’tdoit”,or“Theywon’tdoit”? •Istheissue“Performance”,or“Behaviour”? •Understandingthedefinitionofdiscipline •Howtomakethedisciplineinterviewapositiveexperienceforbothparties. •Understandingthe“true”purposeofthedisciplineinterview. •Howanindividual’sperformancecanimpactontheinternalSLA’s •Accusationvsexploration. •Breakingtheperformanceissuedownintosmallmanageablesteps. •Givingfeedbackinaconstructivemanner. •Theneedformutualrespect •Metricatingperformance. •Howdoweconstructivelyapproachthesedifficultconversations? •Theneedforpreparation. •Theneedforseparationfromemotionaltoempatheticlogic •Thevalueofconsistentfeedback. •Bringingtherelationshipbacktoanamicableworkingrelationship.

METHODOLOGY ThiscoursewillcovertherecommendedBestPracticesfordealingconstructivelywith issues which currently are impacting within the current working environment.


DATE Wednesday26thJuly2017 9.00am-5.00pm



CANCELLATION POLICY: Registrations cancelled less than five working days prior to commencement of the workshop are not eligible for a refund. However a substitute from the same company may attend. Some courses are subject to special conditions.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ENROLMENT FORM DUE WEDNESDAY 19TH JULY 2017 TAX INVOICE/STATEMENT GST number 35-226-885

HOW TO USE THE TOOLS OF A PERFORMANCE MANAGEMENT PROCESS EFFECTIVELY - DUNEDIN




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23YEARS

VJ Henderson Associates - Connect...

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