Assertiveness isn't an option for success-minded managers, it's a must-have skill. That's because as a manager, it's your job to get the best possible results through others day in and day out. To get great results, you've got to be authoritative without steamrolling people, make your points...

Ethics and professional integrity go to the deepest level of an organisation's "corporate culture".  The one-day Business Ethics at Work© seminar includes discussions about issues such as: invoicing and billable hours, quality of care, giving and receiving gifts, document retention, document destruction, customer service excellence, corporate ethics and responsibility within the community and interpersonal ethics. In addition your people learn how to make the right decisions that ensure a greater ethical response to business and moral issues.

To attract the attention of today's busy readers, you must respond to their need for clarity and conciseness in written communication. In this four-day workshop, you'll get the business writing skills you need, overcome writers block,...

Being an effective communicator means that the other people whom you interact with take you and what you say seriously; listen to what you have to say, engage in two-way dialogue and then act on your requests. By discovering the new techniques, you will learn how to effectively engage others through listening actively, using you body language, as well as manage language and cultural barriers with local and remote teams.

Discover powerful tools for assessing difficult people and managing conflict without sacrificing your self-respect. Stay focused, respond positively to negative people and communicate more effectively with all types of problem personalities. You'll be more effective, valuable and promotable and much less stressed!

The one-day Inbound Customer Service Excellence© seminar shows your people how to use the telephone more efficiently and effectively so that the impression each customer gets of your organisation and your people is positive, polished and professional.

The objective of this skills-based training program is to increase the customer service and call handling skills of your customer service and contact center staff, with specific emphasis on helping them to build stronger customer relationships, better problem solving, multi-tasking (orders, requests, outbound calls) and advanced telephone service and sales techniques.

Emotional intelligence (EQ) is a hot topic in today's workplace. But knowing what EQ is and knowing how to use it are entirely different things. Emotional intelligence is composed of four flexible skills, based on a connection between what you see and what you do with yourself and others.

Do you wish networking with clients, managers and colleagues was easier? To grow your professional networks and get ahead in today's competitive business environment, you have to expand your personal and professional networks and relationships.

The one device that has made more impact within the corporate world than any other is the telephone. Yet while every desk has a telephone on it, few people have ever learnt how to truly maximise this essential tool for customer service and profit!

Whether you are negotiating the sale or purchase of millions of dollars worth of equipment, closing an important sale or encouraging your colleagues to meet their work goals, skillful negotiations will bring you both professional and personal success.

Delivering exceptional service and support are vital to the success of any customer-focused organisation. The one-day Customer Service Excellence seminar shows each of your people the secrets and benefits of delivering truly outstanding customer service. After all, no organisation can afford to frustrate internal customer or lose external clients because of average or poor service; but many do. However, studies show that the customers who feel they are treated well and are made to feel important are not only likely to do business with you again, but will become your best form of advertising!

Tiger Woods has a coach, so does every other world-class athlete. Today, leading organisations also realise that to bring the best out in their people, a coaching model is a proven way for producing increased productivity and
personal growth. Forward-thinking organisations have also discovered that the same skills that coaches use to create winning athletes work in a business setting as well. Here in Australia thousands of organisations rely on the coaching and mentoring approach to help bring the best out of their own managers and supervisors.

Achieving key organisational objectives depends very largely upon the motivation and performance of all of your people in achieving and maintaining the highest standards of effective workplace performance.

As a manager, your time and your resources are in constant demand. And while you know the importance of strategically managing and leading your team to achieve its corporate objectives, at the moment you find that too much of your time is spent working in your team and not on your team.

If the thought of conducting staff performance appraisals for your team members makes you a little nervous, you’re one of thousands of managers who feel this way. If handled incorrectly, performance appraisals can turn into heated confrontations and end in tears. But if managed well, a good performance appraisal with a team member will lead to increased productivity, higher efficiency, and a better working relationship.

Let’s be honest, attending meetings is often a very frustrating and laborious experience (at least for result orientated people). While some meetings are useful and timely, others can be a complete waste of everyone’s time! Without effective “meetings” skills team building cannot possibly be achieved.

In today’s business environment, critical thinking and problem-solving skills are essential for individual, team and organisational performance and success. If a team or an individual fails to identify problems early, or doesn’t have the skills to resolve or fully capitalise on them, there can be serious and adverse effects or repercussions for their
team or organisation.

Change Rule 1: Change is a natural and normal part of everyday life!
If managed well, change will bring revitalisation in both individual employees and an organisation. After all, improvement and growth can only occur through a process of continuous development, growth and renewal. While that all sounds good, “change” is a word that can  strike fear in the hearts of many people at work.

The "stress" epidemic is being called the #1 workplace health issue of the millennium. According to many of the world's leading authorities on stress, this single problem accounts for as much as 70% of all absenteeism in the workplace.

Email has become the most popular mode of business communication in Australia today. The conundrum that we all face is that in addition to making communication easier, the sheer volume and immediacy of email has made it a source of stress for many managers and staff. Are you or your people constantly facing growing inboxes of email that leaves you overwhelmed? Why was I sent this? Do I need to read that now? Am I to action this email now or later? Also, with the growing popularity of email-enabled mobile devices like the Blackberry, these frustrations only follow people home…. after hours!

Imagine doubling, tripling or even quadrupling your reading speed - and making faster reading a permanent habit. Just think about the impact on your professional life if you could remember more of what you read - and remember it for longer.

In a recent business survey, 72% of people questioned rated presenting in public as one of their worst fears! So, imagine standing before a group of colleagues, clients or potential clients and giving a dynamic and powerful presentation!

In the world-famous, best-selling book "In Search of Excellence", author and business expert Tom Peters calls the "customer service" difference the competitive edge of any organisation!

With more Account Managers on the road than ever before it is absolutely essential that every one of your company representatives maximises their dollar productive hours within their sales territory.

Today more managers and staff have the responsibilities of managing significant and challenging projects. Be honest, when it's in your hands to complete a critical project on time -can you do it with ease?

We have all been told that there is no I in TEAM. It is a great theory, but in practice, your workplace is made up of many individuals with diverse needs and unique personality types who may not be highly motivated to think first of the needs of the group. Developing effective teams is the secret to boosting productivity and meeting customer demands in a highly competitive market.

Each year tens of thousands of university graduates are recruited by organisations throughout Australia as part of their annual employment intake. hile many of these graduates enter the workforce for the first time with an excellent academic record, very few have "real-life" corporate skills.

Why do so many of Australia's Top 500 companies insist on using TIME TRACK training? To say that organisations and individuals are struggling with the pressures and stress of the changing workplace is an understatement!

Intelligence comes in many shapes and sizes. In the past, the best known intelligence was cognitive ability. This is a measurement of our Intelligence Quotient or IQ score. This is unfortunate because our IQ, although important, is not the best predictor of how successful a manager will be in managing through and with people.

Today we realise that a much better indicator of a manager's success is their our level of Emotional Intelligence. EQ encompasses how well you understand and manage you own emotions, and how well you can interact, motivate and successfully lead others. As you'll discover during this Pillar, the most successful Managers are both aware of their own Emotional Intelligence and work to improve it daily.