fma
 
The Voice of
Leadership
The Competent
Supervisor
Administrative Assistant
Conference
Customer Service
Excellence
Becoming a Proficient
Supervisor
  • A One Day Workshop on How Leaders Inspire, Influence and Achieve Results

    Its a fact of organizational life:
    Leadership communication goes hand-in-hand with success and the effective application of this skill is particularly essential in an uncertain economy when painful business decisions are made daily.

    No matter how compelling the vision or how brilliant the strategy, without leadership communication there is no execution. This fast-paced, results-oriented seminar is uniquely designed to strengthen your leadership communication skills. You'll learn practical techniques to shape your leadership messages, hone an authentic leadership voice and engage in powerful conversations that achieve results


    What You Will Cover:

    The Voices of Effective Loaders
    • Describe typical situations requiring leadership communication and how will you use the language of leadership in these situations.
    • Identify five traits of effective leadership communication and how will you demonstrate those traits.

    Finding Your Leadership Voice
    • Learn two components of a leader's voice
    • Describe several leadership communication styles and describe your dominant style

    Crafting compelling messages that inspire action and produce results.
    • Pinpoint the desired results of your leadership message
    • Shape your leadership message

    Setting the stage for powerful communication
    • Pick the right forum for leadership communication
    • Overcome stage fright and communication anxiety

    Taking the lead
    • Send clear messages that maximize audience understanding

    Setting the stage for powerful communication
    • Pick the right forum for leadership communication
    • Overcome stage fright and communication anxiety

    Setting the direction you want others to travel
    • Communicate in clear mission and inspire vision and values
    • Delegate authority in ways that prompt others to take responsibility

    Coaching, councseling and mentoring for improved performance
    • Stimulate and guide authentic coaching, counseling and mentoring sessions

    Addressing tough and touchy topics in ways that defuse tension
    • Handle conflict and hostile disputes
    • Delegate authority in ways that prompt others to take responsibility

  • The COMPETENT SUPERVISOR Workshop

    Supervisors play a key role in any organization. They are responsible for team performance, employee development, and they must have a full knowledge of the organization's goals and limits. Employees rely on their supervisor's comprehensive knowledge to bridge the gaps within their team. Supervisors have a deep level of responsibility because their performance more directly affects their employees' performance but also the bottom line of the company. Effective supervisory skills are essential if you are to be a positive role model for your employees. Significant components of this workshop include:

    What You Will Cover:

    • The top ten mistakes make by supervisors
    • The competencies necessary for success
    • Identifying individual strengths and opportunities for improvement
    • Legal responsibilities
    • The employment relationship
    • The role of vision in leadership
    • The key characteristics of an effective vision, and creating one
    • Identifying a model of motivation
    • Comparing similarities and differences between values and beliefs
    • Developing "win-win" situations to change behavior
    • Personalized action and performance plans



    Participants attending this programme will:

    • Develop their understanding of skills and behaviors required by the supervisor
    • Develop an understanding of different approaches to management, including leadership styles
    • Learn how to performance manage teams and individuals
    • Review time management and prioritization technique
    • Plan your own professional development

  • Overview of the Workshop

    This one day conference is packed with thought- provoking strategies that will help you take better care of yourself at work and at home. Learn how to control your work instead of it controlling you. Select sessions from each of two tracks: Professional Development or Professional Enrichment. Day two covers time management and organizational skills and stress reduction. Keywords: networking, assertiveness, project credibility, people skills, interruptions, image, professionalism, life balance.

    10 Terrific Reasons You Need To Attend This Conference!

    Since you're always doing things for others, here's a few reasons YOU'LL benefit from attending this exciting event:

    1. Get a day (or two) out of the office to work on yourself and your career.

    2. Network with other administrations who share your passion for self-improvement.

    3. Learn how to control your work - instead of it controlling you.

    4. Identify the best way to work with all the difficult and demanding personlaties in your office.

    5. Get help from trained professionals to deal with the complex issues that only administrative assistants have.

    6. Laugh..have fun..and relaese some pressure that you have been feeling lately.

    7. Regain the health balance you desire between your personal and professional lives.

    8. Eliminate the bad habits that may be hurting your credibility.

    9. Project confidence and professionlism with renewed assertiveness.

    10. Return to work feeling revitalized and rejuvenated- and most of all, recommmitted- to your important position.

    Participants attending this programme will:

    • Develop their understanding of skills and behaviors required by the supervisor
    • Develop an understanding of different approaches to management, including leadership styles
    • Learn how to performance manage teams and individuals
    • Review time management and prioritization technique
    • Plan your own professional development

  • It's a fact of organizational life:

    Providing customer service excellence is what will keep your customers coming back.

    Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today's customer-oriented business environment, "people skills" are critical for personal and organizational success, How you handle your customers can directly affect your individual goals as well as your team's and company's performance. This customer service training seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

    How You Will Benefit:

    • Deliver better, faster service and increase customer satisfaction
    • Learn how to gain repeat business
    • Know what customers expect
    • Increase your credibility with customers—end your value to your organization
    • Manage stressful situations more effectively
    • Recognize the signals of customer irritation—and how to respond and assist in finding a workable solution to your customer's problem


    What You Will Cover:

    • The benefits of excellent service
    • Focusing on customer service excellence
    • How customer service creates revenue
    • Why customer satisfaction is based on perception
    • Focusing on customers top two expectations to save time and reduce stres
    • Managing customer expectation by personality style
    • Dealing with difficult customers
    • Responding effectively to specific customers behaviors


  • As a supervisor, you're on the spot, every day...

    Ultimately, you're accountable. Your success is measured in terms of the way your employees perform. You have to make sure that the work gets done, costs are controlled, employees work as a team, and upper management is satisfied.

    Are your supervisory styles and strategies in sync with what today's work force really wants and needs? So much more is expected of supervisors today —in terms of coaching people, communicating corporate directives, paving the way for change — that it's critical you keep up to date on the skills you need to do your job.

    Attention: senior-level management Whether your supervisory personnel are new, up and coming, or veteran leaders, this training offers a wealth of skills and insights they can begin applying to work situations as soon as they return to the office. This is supervisory training that will positively influence morale and boost your organization's bottom line.

    Overview of the Workshop:


    Becoming a proficient supervisor is an intensive one day workshop where leaders come for fresh ideas and proven strategies for succedding in their tough role. The workshop covers upto-the-minute information,"best practices" from today's most successful corporations,hot management issues and the "nuts-and-bolts" knowledge you need to excel as a supervisor.

    This isn't a sit-and listen seminar, where you come away with an idea or two and a few pages of notes. Instead the  Becoming a proficient supervisor seminar is a unique chance to roll-up your sleeves, dig-in and experience learning that becomes a part of you through one-on-one interactions, excercises,group activities, role-plays, in depth discussion and much more.

    This workshop will give you an arm load of new ideas for:

    • Creating more time for yourself
    • organizing your department to boost efficiency
    • Helping your people prioritise their work
    • Turning around problem employees
    • Manage stressful situations more effectively
    • Becoming a more confident, credible leader
    • Recruiting, hiring and keeping star performers




To invite Spence for your programmes please contact at info@shinemanage.com

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