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Coaching / Confidence Building Coaching / Confidence Building
Communication Skills Communication Skills
Creativity Creativity
Customer Service Customer Service
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Media Relations Media Relations
Meeting & Committee Skills Meeting & Committee Skills
Organisational Development Organisational Development
Personal Development Personal Development
Start a Business / Get a Job Start a Business / Get a Job
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Resource Type: Training Manual

Training Manual
Coaching / Confidence Building

Coaching for Change

C0004
A step by step guide with information and exercise templates to run 10 coaching sessions, exploring the issues of personal development. Invaluable for anyone wanting a tool to structure their coaching sessions. Can be used with individuals or with small groups. It's for anyone who wants to take stock of their life and set personal goals.
Contains 10 coaching sessions covering - Goal Setting - Checking out your beliefs - Creating new beliefs - Values to live your life buy - What drives you? - Motivation - Communicating with others - Taking control of your life - Time for celebration
120 pages
 

R 565

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Training Manual
Coaching for Change
Training Manual
Customer Service

Customer Service

M7001
This training manual contains comprehensive trainer's notes; handouts, covering what is customer service, how to win customers and keep them, useful question types, listening to what the customer says, dealing with customers on the telephone, the value of customer complaints, 5 step approach for handling customer complaints, dealing with difficult customers; exercises and a PowerPoint presentation all ready to run a lively day on Customer Service.
Covers:
- the importance of customer care
- identifying how to achieve excellent customer service
- identifying what customers really want
- how to win customers and keep them
- dealing with customers on the telephone
- dealing with customer complaints
- dealing with difficult customers
(28 pages)
(11 PowerPoint slides)
 

R 480

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Training Manual
Training Manual
Customer Service
Training Manual
Management Development

Developing Mentoring in Organisations

M3003
A manual to run a full day course around developing mentoring systems in organisations. It contains comprehensive trainer's notes, exercises, handouts and a PowerPoint presentation CD.
Covering:
-Defining Mentoring
- The benefits of mentoring to the organisation and to the individual
-The skills required by mentors
-Case study exercises
-Developing a mentoring system in your organisation
Handouts:
-Skills and qualities of a mentor
- Active listening
-Question types and their uses
- The role of the mentor
- Steps to develop an effective mentoring system
24 pages
 

R 450

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Training Manual
Training Manual
Developing Mentoring in Organisations
Training Manual
Meeting & Committee Skills

Management Committee Training

M5009
This manual contains material and suggested course programmes to run a two hour session, a half day session or a full day session for management committee members. It has been written in a style that enables you to choose which exercise to use to fit in with your available time.
Covers:
- why have a management committee
- roles and responsibilities of a management committee
- roles of honorary officers
- role of the representative on the committee
- division of responsibilities between committee members and staff
- training / information needs of a committee
 

R 350

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Training Manual
Training Manual
Management Committee Training
Training Manual
Meeting & Committee Skills

Management Committee – Roles & Responsibilities

M5007
This manual has everything you need to run a half-day session; it includes comprehensive trainer's notes, an Opinion Card exercise, handouts and a PowerPoint presentation CD.
Covering:
- terminology used in management committees
- responsibilities of a management committee
- roles of the honorary officers
- the expectation of staff of the management committee
- the expectation of management committee of staff
- the division of responsibilities between staff and management committee    members
(24 pages)
 

R 320

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Training Manual
Training Manual
Management Committee – Roles & Responsibilities
Training Manual
Meeting & Committee Skills

Developing Effective Chairing Skills

M5006
This manual is written in 2 modules. Each module is designed to be approximately 2.5 hours. Each module can be run separately or together as a one-day training course.
Module 1 covers:
- what makes a good chairperson
- the role of the chairperson in meetings
- developing and understanding agendas
- running a meeting
Module 2 covers:
- communication behaviours of an effective chairperson
- control over structure & participation
- practising chairing skills
 
As well comprehensive trainer's notes the manual includes exercises on, The Role of the Chairperson; Pay to Speak - an exercise in summarising; a meeting scenario and agenda; meeting roles for participants to play; and a feedback sheet for use after the 'mock' meeting.
Handouts cover, Chairing Meetings, Planning a Meeting, Developing and Understanding Agendas, Communication Behaviour of Effective Chairpersons and Control over Structure and Participation.
(40 pages)
 

R 400

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Training Manual
Developing Effective Chairing Skills
Training Manual
Meeting & Committee Skills

Good Committee Practice

M5001
This manual contains 4 exercises, a review of present committee practice, skills audit - checklist, skills audit; part 2, decision making exercises comprehensive trainer's notes; handouts covering, 6 main reasons for items being on an agenda, chairing meetings, 20 ways to disrupt a meeting, for use with management committees.
Covers:
- what makes an effective committee?
- good committee practices
- reviewing practice, committee skills & experience
- running effective meetings & decision making by consensus.  
(33 pages)
 

R 400

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Training Manual
Good Committee Practice
Training Manual
Organisational Development

Outcomes Training

M4003
With the trend moving towards having an outcome focus in all the work that is being done - this manual has all you need to run a half-day session for groups to:
- develop an understand of what an outcome is and what it isn't
- understand how to use an ''outcome model''
- information on the benefits of defining outcomes
- know how to identify outcome indicators
The manual has comprehensive trainers notes; handouts covering definitions used in measuring outcomes, the importance of outcomes, the process - inputs - outputs etc, tracking outcomes; and a PowerPoint presentation
(27 pages)
 

R 550

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Training Manual
Training Manual
Outcomes Training
Training Manual
Organisational Development

Review & Forward Planning

M4001
This training manual contains 10 exercises, comprehensive trainer's notes and a PowerPoint presentation, with suggestions on how to use the exercises for a 2-hour session, a half-day session or over a full day.
Covers:
    • Exercise 1 - Icebreaker
    • Exercise 2 - Reviewing our organisation / SWOT analysis
    • Exercise 3 - Checklist / how we are performing
    • Exercise 4 - Identifying emergent strategies
    • Exercise 5 - Where do we want to be
    • Exercise 6 - Writing a business / strategic plan
    • Exercise 7 - Contents of a plan
    • Exercise 8 - Setting organisational aims
    • Exercise 9 - Setting operational objectives
    • Exercise 10- Deciding on critical success factors
(26 pages)
 

R 550

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Training Manual
Training Manual
Review & Forward Planning
Training Manual
Personal Development

Speaking in Public

M6004
This manual contains all you need to run a full day course to develop participants' ability to speak in public; comprehensive trainer's notes, pre-course work, handouts, a PowerPoint presentation CD, feedback sheet and an evaluation form.
Covering:
- what makes a good speaker
- putting a presentation together
- the structure
- developing powerful openings
- how to conclude
- body language tips
(34 pages)
 

R 350

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Training Manual
Training Manual
Speaking in Public
Training Manual
Personal Development

Developing Assertiveness

M6003
This manual contains everything you need to run a half-day session to introduce the concepts around assertiveness. It contains comprehensive trainer's notes, exercises, handouts and a PowerPoint presentation.
Covering:
    • defining assertive behaviour
    • different types of behaviour
    • consequences of being aggressive or passive
    • advantages of being assertive
    • the Behaviour Pendulum
    • developing an assertiveness agenda
    • use of language
    • practising using assertive behaviour
The exercises include: defining different types of behaviour; a quiz to identify how you behave in different situations; exploring participants' own situations to develop assertiveness.
Handouts cover: definitions of different types of behaviour; the concepts of individual rights; why we behave passively and the consequences; why we behave assertively and the consequences; verbal assertiveness; and the 3 basic steps to assertiveness.
(33 pages)
 

R 350

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Training Manual
Training Manual
Developing Assertiveness
Training Manual
Personal Development

Managing Your Time Managing Your Time

M6002
This manual contains everything you need to run a half day session to introduce the subject of managing your time. It contains comprehensive trainer's notes, exercises, handouts and a PowerPoint presentation.
Covering:
- thinking about how we can manage ourselves and not time
- analysing work habits and time logs
- introducing the Pareto Principle and the 4 Quadrants Theory
- deciding how to spend more time in Quadrant 2
The exercises include a choice of 2 Icebreakers; Work Habits - Self Appraisal; Segmenting Your Time; Managing Your Time - Questionnaire; and an Action Plan.
The handouts cover: the 4 Quadrants, How Much Wasting Time Costs, and the Pareto Principle.
(34 pages)
 

R 350

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Training Manual
Training Manual
Managing Your Time
Managing Your Time
Training Manual
Personal Development

Developing Listening Skills

M6001
This manual contains everything to run a half-day session to introduce the skill of listening. It contains comprehensive trainer's notes; exercises; handouts and a PowerPoint presentation.
Covering:
    • what effective listening is
    • how good are we at listening
    • skills for effective listening
    • developing appropriate responses
    • a listening model
The exercises include: a set of Opinion Cards to promote discussion on what listening is and what it isn't; listening scenarios for practising listening and responding; scenarios to practice appropriate responses in a variety of different situations.
Handouts cover: what is listening? 10 guidelines for responding; and skills for effective listening.
(31 pages)
 

R 350

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Training Manual
Training Manual
Developing Listening Skills
Training Manual
Start a Business / Get a Job

Make Your Own Luck

M9002
This material has trainer’s notes and a participant workbook (the workbook comes with unlimited printing rights for use on training courses). It is for use with people who are either thinking of setting up their own business or a social enterprise. The exercises in the workbook will guide participants from the initial thinking about an idea to deciding if they have the right skill set and motivation to build a business.
It is divided into 4 sections, About you; Defining The Dream; Checking Your Dream; and Giving Yourself a Skills Overhaul.
 

R 380

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Training Manual
Training Manual
Make Your Own Luck