Why is the most visible team in the company also often the least experienced, with little formal training? 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. Demanding clients in today’s high pressured business world have no patience for de-motivated ‘dullness’ in their first contact with potential service providers. That is why AstroTech offers this course to empower switchboard, reception and frontline personnel with the skills to excite and delight customers and impress management beyond their expectations. e. We’ve all kicked ourselves after the fact. But some people seem to just get it right! They can say “‘no” appropriately, they can influence others to their way of thinking and, to top it all, they manage to do it in a way that everyone still likes them!

So, how can you do the same? Fortunately, the skills can be mastered and to assist you in this regard, AstroTech offers a training course that covers the following key topics:

TOPICS

RECEPTIONIST & FRONTLINE SKILLS

• Learn how to receive visitors professionally
• Using appropriate greetings that are warm and welcoming
• Tactful, courteous, and safe ways for handling visitors who have no appointments
• Your role in company security
• Understanding the distinction between ‘service process’ and ‘service outcome’
• Minimize interruptions caused by customers and co-workers in a tactful yet determined way
• Image and Presentation – The Company’s and yours Showing empathy and understanding
• Handling difficult people with diplomacy and tact
• Handling over-friendly ‘chatty’ people with even more diplomacy and tact
• Rephrase blunt communication for better results
• Identify personal habits and behaviours that impede projection of a professional image
• Understand the consequences of poor service
• Problem solving without emotion
• Stress management tips to stay motivated under pressure

PROFESSIONAL TELEPHONE SKILLS

• Taking and making calls like a Pro – learn the process
• The right way to greet, transfer, and hold calls
• Taking messages & ensuring you get all the right information – the first time
• Remaining calm irrespective of the caller’s behaviour
• How to take control of the conversation politely and effectively
• Establish caller’s needs through effective questioning
• How to use active listening to eliminate misunderstanding
• Screening calls and getting the information you need without offending
• Make a lasting impression that makes callers want to call again
• Telephone etiquette & emanating confidence
• Perfecting audibility, enunciation and tone
• Projecting energy, friendliness, and inspiring confidence with a positive voice tone
• Controlling background noise & your environment
• Maintaining control with multiple calls coming in

And much more!

WHO SHOULD ATTEND

• Team leaders and Frontline staff who are their company’s first point of contact with clients
• PAs, secretaries, administrators and frontline staff who want to improve the way they come across and represent their companies
• Anyone who needs to deal with diverse individuals at all levels in the normal course of business

OUTCOMES

• Have clear understanding of business etiquette subtleties
• Practice courtesy, tolerance and respect in any given situation
• Project a predetermined image for maximum impact
• Interact with confidence at all levels
• Enhance your career prospects by becoming the best example for others to follow

The post Professional Switchboard, Reception & Frontline Skills first appeared on Astrotech Learning.

There you go, you’ve just said yes to something you know you should have said no to. How did it happen this time? How did they get that one past you, again?

We’ve all been there. We’ve all kicked ourselves after the fact. But some people seem to just get it right! They can say “‘no” appropriately, they can influence others to their way of thinking and, to top it all, they manage to do it in a way that everyone still likes them!

So, how can you do the same? Fortunately, the skills can be mastered and to assist you in this regard, AstroTech offers a training course which covers the following key topics:

TOPICS

CONFIDENCE & ASSERTIVENESS SKILLS

• Being assertive while still maintaining positive relationships Standing up for your and your company’s rights
• Handling difficult people and tricky situations professionally, calmly and effectively
• The impact of your image on your self-confidence and vice versa Gain more control of what happens in your work environment
• Achieve the outcomes that your manager expects of you when dealing with difficult situations
• Making difficult situations easier through preparation and planning Learning to say “‘No” and knowing when it is appropriate
• Maintaining confidence when dealing with senior management or important clients
• Constructively dealing with people that waste your time Knowing when assertiveness is appropriate Understanding that “I matter and you do too”
• Knowing how and when you need to get tough

INFLUENCING SKILLS

• Learn how to influence and shape outcomes in your workplace, whether or not from a position of authority
• Learn positive influencing language and how to use it
• Being aware of the affect that you can have on other people
• Adapting and modifying your personal style to get your own way, while still being true to yourself
• Learn how to influence at meetings and during presentations Learning to increase co-operation from co-workers Mastering the art of persuasion
• Why pushing, bullying & bludgeoning DO NOT WORK! Learn how to understand the motivations of others Learn how to build effortless rapport
• Building networks in and out of the workplace Expanding your spheres of influence

And much more!

WHO SHOULD ATTEND

• Professionals: Whether you’re a manager, team leader, salesperson, or entrepreneur, developing strong confidence, influence, and assertiveness skills can significantly impact your career success. This course provides you with the tools to effectively lead teams, negotiate deals, and influence stakeholders.

• Individuals in Leadership Roles: Executives, supervisors, and anyone in a leadership position can benefit from mastering confidence, influence, and assertiveness. Enhancing these skills enables you to inspire and motivate your team, communicate expectations clearly, and make decisions with conviction.

• Individuals Seeking Personal Growth: If you struggle with self-doubt, have difficulty expressing yourself assertively, or feel limited by a lack of influence, this course can help you break through those barriers. It’s ideal for anyone seeking personal growth, self-improvement, and a greater sense of empowerment.

• Sales and Marketing Professionals: In the competitive world of sales and marketing, confidence, influence, and assertiveness are essential. This course equips salespeople and marketers with the strategies to build trust, persuade customers, and communicate their value effectively.

• Communication and Public Speaking Enthusiasts: If you desire to enhance your public speaking skills, effectively communicate your ideas, or become a more persuasive speaker, this course provides you with the confidence and techniques to excel.

• Professionals in Client-Facing Roles: Customer service representatives, consultants, and anyone who interacts directly with clients can benefit from this course. It equips you with the skills to handle difficult situations, communicate assertively with clients, and positively influence their decision-making.

• Graduates and Students: Starting your career journey can be daunting. This course offers a strong foundation in confidence, influence, and assertiveness that can give you a competitive edge in the job market and empower you to navigate professional environments successfully.

OUTCOMES

• Unwavering Confidence: Develop a strong sense of self-confidence and belief in your abilities. Overcome self-doubt and embrace a positive mindset that empowers you to take on challenges with courage.

• Effective Assertiveness: Learn to express your thoughts, opinions, and needs assertively, without aggression or passivity. Acquire the skills to set boundaries, handle conflicts constructively, and negotiate win-win solutions.

• Enhanced Influence and Persuasion: Understand the principles of influence and persuasion, and learn techniques to influence others positively. Master the art of charismatic communication, body language, and storytelling to inspire and motivate those around you.

• Improved Communication Skills: Develop effective communication skills to express your ideas clearly, listen actively, and adapt your communication style to different audiences. Gain confidence in public speaking and articulate your thoughts with impact.

• Emotional Intelligence: Cultivate emotional intelligence to understand and manage your own emotions and those of others. Develop empathy, build strong relationships, and navigate conflicts with empathy and understanding.

• Leadership Skills: Gain the skills to lead with confidence, influence, and assertiveness. Inspire and motivate your team, make informed decisions, and create a positive and empowering work environment.

• Personal Branding: Learn to showcase your strengths and cultivate a compelling personal brand that reflects your values and expertise. Build credibility and leave a lasting impression on others.

• Effective Handling of Challenging Situations: Acquire strategies to navigate difficult conversations, manage criticism and feedback, and maintain composure under pressure. Develop resilience and problem-solving skills to handle challenging situations with confidence.

• Networking and Relationship Building: Learn how to build and nurture strong professional relationships. Develop networking skills to expand your connections, collaborate effectively, and seize opportunities for growth.

• Long-term Growth and Development: Create an action plan for ongoing growth and development. Gain practical tips and strategies to sustain your confidence, influence, and assertiveness skills in the long run, ensuring continued personal and professional success.

The post Mastering Confidence, Influence, and Assertiveness Skills first appeared on Astrotech Learning.

Being a manager requires a whole new set of skills that can be very daunting to the recently appointed manager. Suddenly you are required to perform a completely new and different role as well as to take responsibility for the performance of others.

Your success is no longer dependent upon tasks completed by you but by the performance of your team. Without the skills to manage well, your own performance is in jeopardy. On the other hand, a skilled manager can double the productivity of a team and significantly impact the performance of a business unit or company.

To assist newly appointed managers to gain the necessary skills to be successful in their new role, AstroTech is offering a training course on “Management for New Managers”.

TOPICS

• The role of a manager
• Management vs Leadership
• The importance of, and implementation of, emotional intelligence
• Conflict management
• Recruitment and Performance management
• Motivating your team
• Implementing disciplinary action legally and successfully

• Communication
• Strategic and Operational Planning and implementation
• Change management
• Basic Accounting Terminology , including the role of Budgeting and Forecasting
• Overview of Risk Management and Crisis Management
• Protecting against Fraud
• Stress Management

And much more!

WHO SHOULD ATTEND

• New Managers within an organisation
• Team Leaders and Supervisors that need development in the management discipline
• Specialists who are moving or have moved into management roles
• Anyone who wants to enhance their Management Skills

OUTCOMES

• Understand what is required of you as a manager
• Learn the skills needed to manage people and teams
• Gain an understanding of broader business issues
• Make yourself more valuable to your company
• Network with other professionals

IN-HOUSE TRAINING

We come to you!

ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

The post Management For New Managers first appeared on Astrotech Learning.

By applying a growth mind-set, and combining it with some easy-to-learn skills, opportunity will present itself every time there’s a problem!

This course will help you develop the confidence, techniques and out-of-the-box-thinking to grab problems by the horns and solve them in an innovative, creative way!

TOPICS

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CREATIVITY & INNOVATION: LOOKING AT CHALLENGES IN A NEW LIGHT OF OPPORTUNITY  

• Understand innovative thinking – From creativity to innovation
• Eight essentials of innovation – aspire, choose, discover, evolve, accelerate, scale, extend, mobilize
• Grow your own innovative skills
• Using innovative ideation techniques such as appreciative enquiry, SCAMPI, and picture prompting
• Reframing for creative solution development
• Problem Solving in an environment of uncertainty and ambiguity

TECHNIQUES & TOOLS FOR CREATIVE/ INNOVATIVE PROBLEM SOLVING AS WELL AS CLASSIC TRIED AND TESTED METHODS:

• Cynefin Framework
• The Five whys: A powerful problem-definition technique
• Divergent and convergent thinking
• Appreciative enquiry
• Reframing matrix
• Force field analysis
• Multi causal diagram
• RACI chart
• And more

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SYSTEMS THINKING AND DESIGN THINKING AS  MODELS OF THINKING TO ASSIST IN COMPLEX PROBLEM SOLVING

DEFINING CRITERIA FOR JUDGING POTENTIAL SOLUTIONS

THE NATURE AND IMPORTANCE OF SELF – AWARENESS IN PROBLEM SOLVING

• Understand the role of self-awareness in pro-active identification of potential problems
• Importance of a solution orientated attitude in problem solving
• Barriers to sound reasoning, including the effect of our biases and values
• How to control and evaluate your thought processes
• Understand your own problem solving style: Converger, Accomodator, Diverger, Assimilator
• Problem Solving & the Growth Mindset

PROBLEM SOLVING: THE ROLE OF A SUPPORTIVE CULTURE FOR CREATIVE & INNOVATIVE PROBLEM SOLVING

And much more!

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WHO SHOULD ATTEND

• Managers within an organization
• Professionals tasked with improvement and problem solving projects in their daily work activities
• Anyone who wants to enhance their problem solving skills and innovative thinking skills

OUTCOMES

• Develop the confidence to tackle problems efficiently and effectively
• Learn the skills to apply various problem solving techniques in the correct context
• Be able to innovate and resolve problems more effectively

TRAINING CHANNELS:

Choose your preferred training type/method of delivery below.

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IN-HOUSE TRAINING

We come to you!

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ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

[su_button url=”#” style=”flat” background=”#30597b” size=”5″ class=”popmake-16851 btn-enquiry” icon=”icon: pencil-square-o”]Enquire[/su_button]

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The post Innovative & Creative Problem Solving – Utilising problems as opportunities for better solutions first appeared on Astrotech Learning.

The most sought-after leaders are able to lead effectively in a volatile and complex environment. In other words, they have to be Agile Leaders.Agile Leadership is the ability to lead through new, changing and uncertain situations, the ability to adapt quickly and successfully.

Are you ready to lead in our environment of change and uncertainty? To assist, AstroTech has developed a course on Agile Leadership.

TOPICS

• Defining Agile leadership
• Understanding uncertainty and complexity with VUCA and Cynefin methodology
• The five attributes of an agile organisation – going from fragile to agile    
• The link between Servant leadership and agile leadership
• Key qualities of Agile Leadership and how to develop them, including: ambiguity tolerance, curiosity, creativity, courage and risk taking, conviction – ability to inspire others, growth mind set, emotional resilience, critical thinking, vision, flexibility
• Assess your current Agile Leadership Readiness
• Develop an agile mind set to support an agile working environment

• Characteristics of an Agile working environment
• Understanding the heuristics of critical thinking and effective decision making
• How to make more effective decisions in a shorter time frame
• Tools and techniques to develop an agile mind set
• The Agile leader and self organised teams
• How to create and empower a self- managed team
• Utilising diversity to the advantage of the team
• Feedback and constructive communication – the lifeblood of the agile team
• Toolkit for leading agile teams including the Agile Fluency Model , Leadership Maturity Framework, and Game Changer Index (GCI)

And much more!

WHO SHOULD ATTEND

• Managers who want to know how to contribute to creating an agile organisation
• Managers who want to learn how to manage/lead in an agile organisation
• Leaders and managers who want to succeed in an uncertain and ever-changing environment
• Anyone who wants to develop a mindset to support and adopt an agile working environment
• Anyone who wants to learn and understand their role in enabling agility in a transforming world
• Anyone who wants to be part of a group of like-minded leaders

OUTCOMES

• Understand what agile leadership in practice is
• Learn the skills to develop your own leadership and support agile self-empowered teams
• Gain an understanding of the broader application of agile management
• Learn how to better listen, learn and adapt as a leader
• Take the lead by inspiring creativity and innovation in your team
• Understand how to make quick but sure decisions
• Learn how to challenge your own leadership in order to improve

TRAINING CHANNELS:

Choose your preferred training type/method of delivery below.

IN-HOUSE TRAINING

We come to you!

ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

The post The Agile Leader: Leading in a Transforming World first appeared on Astrotech Learning.

“If something can go wrong, it will” – Murphy’s Law
As a business professional, finding workable solutions to increasingly complex and multi-dimensional problems is part of today’s reality in our often stressful and time-challenged environment. There are so many factors that need to be taken into account, risks and benefits that need to be weighed up, and the final solution still needs to be sold to a diverse group of stakeholders. These key skills can, however, be honed to a fine art to enable busy professionals to resolve any crisis that comes their way, using practical techniques based on sound theory and research. To assist you with this, AstroTech is presenting “Advanced Problem Solving” which focuses on the following key topics:

TOPICS

• PROBLEM SOLVING• Problem identification & prioritisation
  • Problem ownership
  • The 6-step problem solving model
  • Problem definition & analysis
  • Pinpoint root causes using facts, instead of guesswork or opinion
  • Setting goals & identifying constraints
  • Generating alternative solutions
  • Gathering, recording, structuring, and analysing data
  • Critical success factors – Identifying the things that really matter for success
  • Impact analysis – Identifying all the consequences of a decision
  • Evaluation techniques
  • Planning and implementation
  • Monitoring and assessment
• PROBLEM SOLVING TECHNIQUES• Mind mapping
  • Brainstorming
  • Displayed thinking
  • Brain writing
  • Kepner-Tregoe Forced Ranking
  • Root cause analysis techniques
  • Ishikawa’s Fishbone Concept
  • Force field analysis
  • Lateral thinking techniques
  • SWOT analyses
• PROBLEM SOLVING & PEOPLE
  
  • Identifying and consulting stakeholders
  • Leading problem solving teams
  • Building consensus
  • Behaviours that enhance or block team problem solving abilities
  • Team and task maturity and decision making
  • Team problem solving: Ensuring participation, agreement and final ownership
  • Making rational business decisions, uninfluenced by office politics or personal bias
  • How to sell your solution to stakeholders
• CREATIVITY & PROBLEM SOLVING
  
  • The role of creative thinking in problem solving
  • Blocks to creativity and how to overcome them
  • Keys to enhance individual creativity
  • Fostering a more dynamic and creative workplace
  • Promoting creativity in meetings
  • Idea generating – Generating creative & useful ideas, approaches and solutions

And much more!

WHO SHOULD ATTEND

• Managers, Supervisors and Team leaders
• Business Professionals who can improve their problem solving techniques
• New Managers within an organisation
• Anyone involved in the management of a project which is set to have a high impact on their organisation
• Anyone who wants to enhance their problem solving skills

OUTCOMES

• Improve your effectiveness by solving problems more easily
• Feel confident that your problem solving techniques are sound
• Learn how to be creative in your problem solving
• Learn how to facilitate effective team problem solving
• Reduce crisis management situations

TRAINING CHANNELS:

Choose your preferred training type/method of delivery below.

IN-HOUSE TRAINING

We come to you!

ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

The post Advanced Problem Solving first appeared on Astrotech Learning.

Very few, if any, companies are immune from change these days. Change is usually initiated because businesses have to respond to pressures and constraints to remain competitive. During change there is, however, a danger of productivity plummeting because of morale problems associated with poorly managed change. Therefore equipping you or your team to empathise, support, guide and communicate positively about change may be one of the best investments you could make to grow and sustain your business.
If your company is preparing for change, in the middle of change or even having a hard time recovering from change, then helping your people manage change is essential.

TOPICS

• Defining a Change Management Strategy
• Identifying a Change Management Team
• Preparing a Change Plan
• Integrating organizational and technology changes into a single change management plan
• Identifying and outlining the change process
• Proactively gaining support for change
• Understanding the role of the sponsor
• How to implement systematic change
• The role of training in change management
• Collecting & analyzing feedback
• Change Management Best practices
• Effective leadership styles in a change environment
• Managing performance & productivity during the change process
• Knowing the traits of a change leader and how to develop them in yourself
• Recognising how change benefits an organization
• Identifying why employees resist change and managing the resistance
• Gaining commitment for change from your team/the organization
• Developing a strong communication strategy
• Communicating the benefits of change to the organization
• Managing the impact of the grapevine!
• Understanding common emotions experienced by people during change
• Dealing with fear and resistance
• Celebrating Change Successes

And much more!

WHO SHOULD ATTEND

• Managers of organizations undergoing change
• Change management team leaders and members
• Anyone in an organization which is restructuring, merging or downsizing
• Anyone involved in the management of a project which is set to have a high impact on their organization
• Anyone else with an interest in better managing change within their organisation

OUTCOMES

• Learn how to approach change management using a structured approach
• Better understand the change management lifecycle
• Get exposure to best practice change management processes
• Be ready and prepared to deal with complex people issues surrounding change management

The post Taking Charge of Change first appeared on Astrotech Learning.

Effective strategic management is at the heart of an efficient modern organisation. With organisations facing a continuously changing business landscape, it is extremely important that effective strategic management is continuously applied. To assist organisations to have the necessary knowledge to allow them to implement effctive Strategic Management, AstroTech is offering a training programme on “Strategic Management”.

The course covers the following key topics:

TOPICS

• Demystifying Strategy
• External Strategy Research- Market Research- Customer Research- Consumer Research- Distribution Research

  – Products Research

  – Competition Research

  – Social Research

  – Legal Research

  – Political Research

  – Environmental Research

  – New Technologies Research

• Internal Strategy Research- SWOT analysis- Core competencies- Customer value proposition- Current performance
• Strategy Construction- Vision- Mission- Strategy mapping (Cause and effect)- Determine behaviour patterns which will emanate from the strategy

  – Setting of Objectives (KPA’s, KPI’s, BSC)

  – Change management strategy

• Implementing Strategy- Operational planning- Measuring- Root cause analysis- Review

  – Change management

• Tools to Assist with Implementation- Project management- Business process re-engineering- Quality management- CRM

  – Performance management

  – Supply chain planning

  – New product development

  – Brand

• Continuous Strategy Development

And much more!

WHO SHOULD ATTEND

• CEOs, Directors & General Managers
• Organisation Managers in different disciplines
• Strategic Managers
• People involved in company strategy
• Anyone else with an interest in Strategic Management

OUTCOMES

• Understand the many facets involved in strategic management
• Learn the techniques involved in strategic issues
• Learn how to implement strategic objectives
• Learn about tools available to assist with strategy

The post Strategic Management first appeared on Astrotech Learning.

Employers and their employees very often have different and diverse needs, interests and goals, which, if not met, can lead to conflict situations. The resulting confrontation results at best in poor work relations and at worst, in strike action. To avoid such conflict and confrontation, it is vital that staff are equipped with the ability to conduct negotiations in such a manner that win/win outcomes are achieved and all parties are satisfied with the various agreements reached and will continue to carry out their functions efficiently. In order to assist organisations in performing effective industrial relations, AstroTech is offering a training programme on Staff & Union Negotiations.

The course covers the following key topics:

TOPICS

• The Nature & Purpose of Negotiation
• The Structure of a Negotiation
• Factors Influencing Negotiations
• Personal & Organisational Elements of Power
• The Negotiating Process
• Preparing & Planning for Negotiations
• Selecting the Negotiation Team
• The Negotiation
• Behavioural Skills
• Tactical Skills
• Selling the Agreement
• Implementing the Deal
• Employer’s Duty to Bargain & Duty to Disclose Information
• Duty to Bargain
• The Bargaining Unit
• The Scope of Bargaining
• The Level of Bargaining
• Duty to Disclose Relevant information
• Workplace Forums
• Handling Difficult Situations & Dirty Tricks
• Avoiding conflict & Deadlock
• When to Walk Out
• Closing the Negotiation
• Implementing the Negotiation
• Evaluating the Negotiation

And much more!

WHO SHOULD ATTEND

• Company Directors
• Company Managers
• Industrial Relations Staff
• Human Resources Personnel
• Anyone else with an interest in the topic

OUTCOMES

• Be better prepared for Industrial Negotiations
• Improve your chance of achieving a Win-Win Outcome
• Reduce the impact of industrial action on your business and customers
• Better Understand the Negotiation Process
• Network with other professionals with similar interests

The post Staff & Union Negotiations first appeared on Astrotech Learning.

The Project Management training course will provide delegates with an understanding of the issues relating to and fundamentals of Project Management. The course includes the following:

TOPICS

• An overview of project lifecycles and the phases of a project from conception, to design, to implementation, to closeout
• Definition of needs analysis, stake holder identification, definition of objectives, requirements analysis, project selection and project charters
• Economic project justification criteria including discounted cash flow, net present value (NPV) calculations and internal rate of return (IRR)
• Definition of work breakdown structures, time management, project costing & accuracy of estimates, schedules using Gantt charts, precedence diagrams, critical paths and milestones, project base lines, project variances and team selection
• The implementation phase including risk assessment & mitigation, change control management, quality control, procurement, communication and performance monitoring
• Project Closeout including acceptance signatures, project hand over and final project evaluation

And much more!

WHO SHOULD ATTEND

• Project Managers
• Project Planners
• Project Engineers
• IT Managers
• Marketing Managers
• HR Managers
• Operational Managers
• Financial Managers
• others with an interest in project management.

OUTCOMES

• Gain an understanding of project management principles
• Gain an understanding of the key phases of project development
• Gain an understanding of documentation required within a project
• Understand the responsibilities of a Project Manager
• Understand the practical application of the methods and techniques

The post Project Management first appeared on Astrotech Learning.