Manage teams

Objective
To provide the knowledge and skills required to improve the manner in which an organization plans for change, to better understand and handle the human aspects of change, and to provide a suitable framework for involving the various stakeholders.

Target audience
Managers and anyone involved in planning and/or managing change.

Prerequisites
None.

Topics covered

• Types of changes that occur frequently in the workplace
• The stages and fundamental characteristics of change
• Acceptance and cohesion: the fundamental keys of managing change
• Feelings, attitude and behaviour related to changes
• Handling emotions in a changing environment
• Identifying and overcoming the various types of resistance to change
• Preparing for change: analysis of the context, constraints and issues, establishing an action plan, deploying a strategy and defining objectives
• Implementing an effective and compelling communications strategy
• Risk and rhythm: adjusting to the situation to keep the plan on track
• Implementing the initiative and understanding the role of stakeholders
• Ensure successful change with 10 basic rules
• The positive impact of creativity
• Follow-up, analysis, evaluation of the results and necessary adjustments

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to understand the behaviour and motivations of employees of differing age groups, and to develop management strategies that are effective for each group.

Target audience
Managers.

Prerequisites
None.

Topics covered

• Overview of the three generations of employees currently in the work force: behaviour, ideals, priorities, needs, working strategies, management preferences and stereotypes
• The leadership styles of and for each generation, and the associated inter-generational management strategies required
• How to motivate employees in each age group
• Characteristics of the contributions of employees from different generations, when working alone and in teams
• How to handle a lack of understanding between employees of different generations within a single work group
• Learning styles and training strategies that work for each generation
• Challenges faced by experienced managers in dealing with the new generation of employees
• Challenges faced by younger managers confronting inter-generational diversity, and the challenges of older employees facing new generations
• Advantages of inter-generational diversity
• Challenges associated with employee turnover: demographic data

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to build a team which is able to respond effectively to the many challenges of today's business, and which can elicit an optimal contribution from each team member.

Target audience
Managers.

Prerequisites
None.

Topics covered

• Coach and Manager: similarities, differences and adaptation
• Roles and functions of a coach: communicator, facilitator, trainer, guide and evaluator
• Coaching skills: a checklist for evaluation, and target skills to develop
• Traditional management vs. team coaching: stability vs. fluidity, authority vs. coaching, individualism vs. partnership, discipline vs. accountability, evaluation vs. appreciation, human resources management vs. human potential management, managing people
• Building a winning team: identity, values, convictions, abilities, behaviour and environment
• Problem resolution and change management
• Identifying long term solutions
• The five main symptoms of a dysfunctional team; using an evaluation grid
• The action plan: five steps to success

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to understand the issues involved in managing a team working remotely, and to make effective use of tools and techniques which permit the manager to create a productive team and to achieve the desired results.

Target audience
Managers

Prerequisites
None.

Topics covered

• Exercising leadership remotely
• Techniques for creating team dynamics
• Adapting to potential culture shocks
• Tools for efficient communication
• Using technology
• Performance measurement tools
• Tools for managing non-performance
• Key success factors
• Pitfalls to avoid

Accredited course.
6 PDU

Objective
To provide the knowledge and skills required to describe the role of the manager in mobilizing a team, to establish a climate that encourages motivation, involvement and achievement, and to make use of individual strengths in order to stimulate the team.

Target audience
Managers.

Prerequisites
None.

Topics covered

• Understanding the role of the manager as a team builder, coach or leader
• Prerequisites for building a successful team
• Establishing team identity and shared values
• Working in line with the corporate mission
• Discovering the beliefs, values and talents of the team members, and using them to build the team
• Defining common goals for a team
• Motivation and involvement: how to recognize the contribution of your staff to maintain individual and collective involvement
• Participatory management and self-management: development stages
• Evaluating the mobilization of your team
• Case studies and practical exercises

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to improve motivation and improve the performance of a team or of co-workers in order to promote a stimulating workplace.

Target audience
Managers, directors and supervisors.

Prerequisites
None.

Topics covered

• Understanding the goals for having motivated employees or co-workers
• Factors affecting motivation: training, gadgets, recognition (non-monetary), delegation
• Success conditions for effective recognition, statistics and ideas
• Recognition: challenges and benefits, alternative mechanisms
• Remuneration and performance, passion and performance
• Factors essential for good morale
• The motivation scale: for you and for your employees
• Transforming attitudes and behaviour to improve motivation
• Powerful phrases to use for motivating and recognizing performance
• Understanding and exploiting the personalities of your employees and co-workers
• Feedback, recognition and motivation
• Factors that hamper motivation
• Motivational objectives and challenges
• Digression: the Dilbert principle and motivation
• Communicating your own motivation, and developing relationships
• Tools for unleashing motivation and sparking action

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to classify and coordinate incoming and outgoing calls, to use pertinent techniques for improving service, to put into place the management procedures necessary for the organization and to make use of industry best practices to enhance the bottom line.

Target audience
Manager, directors and supervisors.

Prerequisites
None.

Topics covered

• Promoting a corporate culture
• Planning the work for employees
• Planning schedules and allocating resources
• Communications
• Measuring satisfaction
• Client oriented strategies
• Establishing service level objectives: productivity and quality
• Improving quality and efficiency in tandem
• Managing queues
• Reducing dropped call rates
• Handling multiple service channels
• Reducing costs and increasing profits
• Overview of available technologies

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to plan, organize, lead and moderate meetings.

Target audience
Any audience.

Prerequisites
None.

Topics covered

• Handling different types of meetings: information, coordination, creativity, decision-making, consensus-building, negotiation, etc.
• Motivating participants in order to achieve objectives
• Preparing and organizing a meeting: setting objectives, choosing content, preparing an agenda and inviting participants
• Role of the leader: facilitation, surveillance and coaching
• Aspects that favour a successful outcome
• How to conduct a meeting with efficiency and satisfaction
• Roles and responsibilities of the participants
• Identifying, analyzing and managing difficult situations and people
• Techniques, strategies, tips and tools that enhance communication
• Conducting a meeting with a schedule or a time limit
• Effective use of visual aids
• How to prevent sidetracks and diversions, and how to regain control if necessary
• Conclusion and follow-up of a meeting

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to achieve mastery of techniques for communicating and conducting training sessions, to adapt appropriately when facing a difficult audience and to maintain a high level of interest during a course.

Target audience
Any occasional or professional trainer.

Prerequisites
None.

Topics covered

• Verbal communication: defining and adjusting your communication techniques to the audience
• Non-verbal communication: learn when the audience is tired, lacks interest or is frustrated and manage these situations strategically
• How to establish and maintain a relationship with the audience
• Structure, chronology and development of appropriate teaching materials
• Learning styles: observation, practice and reading
• Group dynamics: create an environment favourable to learning to stimulate and maintain the attention of the audience
• Prevent and manage difficult situations by using your authority to stimulate the involvement of the audience
• The 3C's and 3P's of the successful trainer: Consistency, Cohesion and Communication + Preparation, Precision and Perception
• Conducting a training session: introduction, analysis of needs, management of the discussions, use of space and evaluation of the knowledge transfer

Accredited course.
12 PDU