Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

At the end of this course, participants will be able to:

• Implement effective organisation techniques

• Manage time

• Deliver task on schedule

• Improve communication skills

• Improve non-verbal communication skills

• Assert themselves

• Influence effectively

• Build professional working relationships

• Have a comfortable working environment

• Deal with stress

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand anger dynamics

• Understand the myths of anger

• Know the right and wrong ways of dealing with anger

• Know techniques in controlling anger

• See differences between objective and subjective language

• Know tips in identifying the problem

• Express a feeling or position using ‘I’ messages

• Understand how to make a disagreement constructive

• Understand hot buttons and personal anger dynamics

• Understand the ‘alter, avoid, and accept’ response to anger

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand the basic structure required of business ‘artifacts’ - agendas, email, letters, business cases, proposals, reports

• Understand the function/purpose of all of the above

• Utilise the tips and techniques provided here to determine an appropriate structure to use for business artifacts in different situations

• Define proofreading and understand the techniques in improving proofreading skills

• Define peer review and list ways peer review can help improve business writing skills

• Notice (and correct) common spelling and grammar issues in business writing

• List guidelines in printing and publishing business writing

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Identify the difference between mentoring and coaching, understand the GROW model

• Identify and set appropriate goals using the SMART method of setting goals

• Understand how to identify the current state or reality of employees’ situations

• Identify the steps needed in defining options for employees

• Understand how to create a preliminary plan

• Finalise a plan or wrap it up motivating employees to work within them

• Identify the benefits of fostering trust with employees

• Identify the steps in giving effective feedback

• Identify and overcome obstacles that hinder the growth and development of employees

• Identify the end and how to transition employees to other growth opportunities

• Use both mentoring and coaching to enable long-term development through a positive relationship with employees

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand what communication is

• Understand the different ways communication takes place

• Overcome communication blockages

• Make the most of non-verbal and paraverbal communication

• Understand and utilise the ‘STAR’ method

• Listen actively and effectively

• Ask good questions

• Use appreciative inquiry as a communication tool

• Using the ‘SPEAC’ method

• Establish common ground with others

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will understand how to:

• Recognise problems and understand the creative problem-solving process

• Identify types of information to investigate and key questions to ask

• Ascertain the importance of correctly defining a problem

• Use four different problem definition tools

• Write solid problem statements

• Apply basic brainstorming tools to generate ideas for solutions

• Successfully utilise idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method

• Assess potential solutions against criteria of cost/benefit analysis

• Perform a final analysis for successful solution selection

• Be aware of the roles that intuition and fact play in solution selection

• Understand the need to refine the shortlist and the importance of redefining it

• Successfully identify the tasks and resources required to implement the solutions

• Conduct a solutions reality check

• Conduct post-solution implementation checks to celebrate successes and identify improvements

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will have learned:

• What customer service is

• How attitude affects customers

• How to identify and address the needs of customers

• How using excellent customer service can generate return business

• How to build goodwill

• How to provide customer service over the phone

• How online tools can aid customer service

• How to deal with difficult customers

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand what conflict and effective conflict resolution mean

• Understand all six phases of the conflict resolution process

• Understand the five main styles of conflict resolution

• Be able to adapt the process for all types of conflicts

• Be able to break out parts of the process and use those tools to prevent conflict

• Be able to use basic anger and stress management techniques

• Be able to use basic communication tools, such as the agreement frame and open questions

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

At the end of this course, participants will be able to:

• Understand the basic requirements for any meeting – agenda, invitations, roles, minutes, etc

• Utilise the tips and techniques provided to determine an appropriate approach to your business meetings in different situations

• Understand how technology can improve meetings

• List the logistical items that may need to be addressed for meetings

• Understand the need for following up after a meeting to ensure action

• Understand how to continually improve meetings

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Define requirements for required work

• Set expectations for staff

• Establish SMART goals

• Help staff set SMART goals

• Learn to delegate appropriately

• Provide effective feedback to staff

• Utilise effective time management techniques

• Perform effective conflict resolution

• Understand how to manage effectively in different situations

• Understand what a new supervisor needs to become an effective supervisor

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Describe different aspects of human resource management

• Define human resource management terms

• Recruit, interview, and retain employees

• Follow up with new employees effectively

• Be an advocate for employees' health and safety

• Provide articulate feedback to employees

• Correctly manage situations requiring discipline and termination

• Evaluate some of the strengths and opportunities for human resources in the workplace

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand what leadership means

• Explain the 'Great Man’ theory

• Explain the 'Trait’ theory

• Understand transformational leadership

• Understand how to adapt leadership styles for the people being led

• Understand leading by directing

• Understand leading by coaching

• Understand leading by participating

• Understand leading by delegating

• Analyse Kouzes and Posner

• Conduct a personal inventory

• Create an action plan

• Establish personal goals

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• List the steps necessary for preparing a change strategy

• Describe the ‘WIFM’ – the individual motivators for change

• Relate the five dimensions of the ADKAR model for understanding change

• Use needed components to develop change management and communications plans

• Employ strategies for gathering data

• Utilise methods for leading change project status meetings and celebrating success

• Describe the four states of appreciative inquiry, its purposes, and sample uses in case studies

• Use strategies for aligning people with a change

• Describe the importance of resiliency in the context of change

• Explain the importance of flexibility in the context of change

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Identify the best approach to a stressful situation (alter, avoid, or accept)

• Understand what lifestyle elements can be changed to reduce stress

• Reduce stress using routines

• How to use environmental and physical relaxation techniques

• How to cope with major events

• Use a stress log to identify stressors and create a plan to reduce them

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Define motivation

• Realise the importance of employee motivation

• Understand methods of improving employee motivation

• Understand the theories pertaining to employee motivation (with particular reference to psychology)

• Recognise different personality types and how they fit into a plan for employee motivation

• Set ‘SMART’ and defined goals

• Understand how to maintain motivation in themselves and their employees

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Analyse and refocus for more productive outcomes

• Implement techniques to engender self-discipline and respect for themselves and others

• Adapt to impromptu requests and learn to say ‘no’ when required

• Attend to your needs promptly and efficiently

• Become more organised in daily life

• Understand how to develop a more sharing and accepting attitude toward others

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand the basic requirements for developing a proposal

• Follow the approach provided to help develop focused, high-quality proposals

• Utilise the tips and techniques to determine an appropriate structure to use for proposals in different situations

• Make good use of illustrations in proposals

• Define proofreading and understand the techniques in improving proofreading skills

• Define peer review and list ways peer review can help improve proposals

• Notice (and correct) common spelling and grammar issues in proposal writing

• List guidelines in printing and publishing a proposal

This course requires students to deliver a short speech in lieu of a series of short answer questions.

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Identify the different types of public speaking opportunities

• Identify the message

• Write a speech

• Use humour effectively

• Deal with criticism

• Manage nervousness

• Deliver a speech

• Handle questions change the pace based on the audience’s reactions

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Understand the language of sales

• Prepare for a sales opportunity

• Begin the discussion on the right foot

• Make an effective pitch

• Handle objections

• ‘Seal the deal’

• Follow up on sales

• Set sales goals

• Manage sales data

• Use a prospect board

Completion of this Category 2 Continuing Professional Development (CPD) course provides 4 CPD points.

By the end of this course, participants will be able to:

• Identify management commitment

• Understand company safety and health policy statement

• Determine labor and management commitment

• Explore employee involvement

• Introduce the safety committee

• Determine hazard identification and control

• Understand accident/incident investigation and training

• Undertake periodic program evaluation