Defining the customer, internal customers, external customers, needs and expectations of the customer, communicating with the customer, dealing with objections, complaints and conflict with the customer, continuous improvement and the customer , the benefits of customer care and customer retention (our strategic advantage).
Understanding oneself, understanding others, personality traits and communication, Johari’s window, theories of motivation and their application, understanding emotional intelligence, attitudes and self-mastery, understanding change management, managing conflict, being assertive, the importance of time management and dealing with stress in the workplace.
Knowing one’s self , knowing others, personality profiling and how to deal with each of them, understanding team work, performance contracts, dealing with conflict, being assertive, being honest in relationships (Johari’s window) , roles and relationships in a working environment, McGregor’s X and Y theory, communication and workplace relationships, motivation.
Introduction to Emotional Intelligence, leadership, dealing with paradigms, emotional self -awareness, assertiveness , independence, stages of Emotional intelligence, manging our impulses and moods , interpersonal relationships, empathy, social responsibility, Emotional Intelligence within teams
The purpose of mentorship, successful relationships, different approaches to people , types of mentoring, stages in mentoring relationships, requirements and expectations of mentors and mentee’s, checking the right fit, mentor behavior and research findings.
Project lifecycle, project risk, project scope, project feasibility, project planning and control, project tools and techniques including PERT, CPM, shortest route, gantt charts, project communication and team work, procurement and resource planning, negotiation and problem solving.
Prepare oneself for employment, manage personal finance, understanding your payslip, self-confidence, motivation, Maslow’s hierarchy, values and ethics in the workplace, nature of wholesale and retail business, understand employer/employee relationships, diversity in the workplace, self-management in the workplace, overview of wholesale and retail sector, communications in the workplace, Time and stress management, Emotional intelligence
Valuable leadership skills include the ability to delegate, inspire and communicate effectively. Other leadership traits include honesty, confidence, commitment
There are four key principles of good customer service: It's personalized, competent, convenient, and proactive.