Modules Outline

Module 1: Administrative Support

• Getting Organized
• Manage their time more effectively
• Prioritise their time so they can get it all done.
• Complete Special Tasks
• Verbal Communication Skills
• Non-Verbal Communication Skills
• Empowering Yourself
• Deal better with their managers
• Taking Care of Yourself is a priority

Module 2: Communication Strategies

• Understand what communication is
• Identify ways that communication can happen
• Identify barriers to communication and how to overcome them
• Develop their non-verbal and par verbal communication skills
• Use the STAR method to speak on the spot
• Listen actively and effectively
• Ask good questions
• Use appreciative inquiry as a communication tool
• Adeptly converse and network with others

Module 3: Conflict Resolution

• Understand what conflict and 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 communication tools, such as the agreement frame and open questions
• Be able to use basic anger and stress management techniques

Module 4: Change Management

• List the steps necessary for preparing a change strategy and building support for the change
• Describe the WIFM – the individual motivators for change
• Use needed components to develop change management and communications plans, and to list implementation strategies
• Employ strategies for gathering data, addressing concerns and issues, evaluating options and adopting a change direction
• Utilise methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
• Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
• Use strategies for aligning people with a change, appealing to emotions and facts
• Describe the importance of resiliency in the context of change, and employ strategies the change leader and individual change participant can use to foster resiliency.

Module 5: Business Acumen

• Know how to see the big picture
• Develop a risk management strategy
• Know how to practice financial literacy
• Develop critical thinking
• Practice management acumen
• Find key financial levers

Module 6: Business Ethics

• Define and understand ethics.
• Understand the benefits of ethics.
• Create strategies to implement ethics at work.
• Recognise social and business responsibility.
• Identify ethical and unethical behaviour.
• Learn how to make ethical decisions and lead with integrity.

Module 7: Business Etiquette

• Define etiquette and provide an example of how etiquette can be of value to a company or organisation.
• Understand the guidelines on how to make effective introductions.
• Identify the 3 C’s of a good impression.
• Identify at least one way to minimise nervousness while in social situations.
• Understand how to use a business card effectively.
• Identify and practice at least one way to remember names.
• Identify the three steps in giving a handshake.
• Enumerate the four levels of conversation and provide an example for each.
• Understand place settings, napkin etiquette, and basic table manners.
• Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping.
• Understand basic guidelines when it comes to the proper form of address, grammar standards, and use of acronyms in e-mails.
• Understand basic guidelines in the use of the telephone, voicemail, and cellphone.
• State the difference between a formal and an informal letter.
• Create an effective ‘Thank You’ note.
• Understand the meaning of colours in dressing for success.
• Differentiate among the dressy casual, semi-formal, formal and black tie dress code.
• Understand basic guidelines in international etiquette.

Module 8: Business Development and Succession Planning

• Define business Development and Succession planning and its role in your company.
• Lay the groundwork to develop a Development and Succession plan.
• The importance of mentorship.
• Define and use a SWOT analysis to set goals.
• Create a plan, assign roles, and execute the plan.
• Communicate to develop support and manage change.
• Anticipate obstacles, and evaluate and adapt goals and plans.
• Characterise success.

Module 9: Facilitation Skills

• Define facilitation and identify its purpose and benefits.
• Clarify the role and focus of a facilitator.
• Differentiate between process and content in the context of a group discussion.
• Provide tips in choosing and preparing for facilitation.
• Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming, and performing.
• Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution.
• Provide guidelines in dealing with disruptions, dysfunctions, and difficult people in groups.
• Define what interventions are, when they are appropriate, and how to implement them.

Module 10: Organisational Skills

• Examine current habits and routines that are not organised
• Learn to prioritise your schedule and daily tasks
• Determine ways of storing information and supplies
• Learn to organise personal and workspace
• Learn to resist procrastination
• Make plans to stay organized in the future