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Service Management Essentials

The Service Management Essentials curriculum enables managers of service professionals to reinforce, support and coach new behaviours learned in the Service Essentials. It also empowers supervisors and managers to actively manage and improve service delivery levels.

The Assertive You Duration - 2 days, SAQA US ID # 9506 NQF level 4, Credits: 4	Understand assertiveness and communication behaviour styles and how to use assertive, situation-specific communication skills and techniques to maximise your management and team leadership effectiveness and develop win-win outcomes.

Management Orientation Essentials Duration - 1 day, SAQA US ID # 14667, NQF level 4, Credits: 10	A comprehensive introduction to the roles, functions and activities of management and team leadership in the 21st century that enables supervisors and managers to effectively manage people and performance.

Essential Skills of Leadership and Communication Duration - 2 days SAQA US ID # 11473, NQF level 4, Credits: 8	The Essential Skills of Leadership and Communication focuses on three participative leadership skills needed for effective management and empowerment of people in the workplace and the skills needed to create participative, trusting relationships with staff in order to develop commitment-driven service and performance.

Professionalism in the Office Duration - 1 Day, SAQA US ID # 14359, NQF LEVEL 2, Credits 5	This module focuses on enabling supervisors and managers to enhance professionalism in service functions by focusing on improving communication and conflict handling, time management, appearance, personal organisation and individual and team motivation.

Developing Productive Partnerships Duration - 2.5 Days SAQA US ID # 242814, NQF LEVEL 3, Credits 6	This unique programme focuses on partnering in order to recognise and satisfy customer needs and maximise the efficiency of the value-chain within and between individual team members, teams, functional areas and organisations.

Winning Through Customer Service Management Overview Duration - 1 Day, SAQA US ID # 7789, NQF LEVEL 4, Credits 8	This module provides an overview of the award-winning Winning Through Customer Service programme which addresses professionalism in service and the skills needed to communicate effectively in service situations. The Customer Service Transaction Model enables service representatives to gain customer commitment, identify and satisfy customer needs and agree and develop solutions to problem situations. Winning Through Customer Service Management Overview ensures that superviors and managers know and understand the service process so that they can support and enhance service delivery levels and entrench a customer-centric culture in their teams.

Developing Performance Goals & Standards Duration - 1 day, SAQA US ID # 11473, NQF level 4, Credits: 8	This five-step participative process forms the basis for sound performance management by setting and agreeing goal-oriented SMART (specific, measurable, attainable, result-oriented and time-framed) performance standards with team members.

Leading Duration - 1 day, SAQA US ID # 242824, NQF level 4, Credits: 12	Enhance leadership effectiveness by selecting and applying appropriate leadership styles to maximise individual and team performance.

Performance Assessment Duration - 1 day, SAQA US ID # 11473, NQF level 4, Credits: 8	Performance Assessment explores various performance evaluation methods and outlines a five-step participative process to conduct effective performance assessment and identify opportunities for performance improvement.

Coaching Job Skills Duration - 1 day, SAQA US ID # 113909, NQF level 3, Credits: 5	Coaching for Success enables managers to effectively and successfully develop and coach their team members to become better and more consistent performers.

SMART Performance Management Overview Duration - 1 day SAQA US ID # 11473, NQF level 4, Credits: 8	The SMART Performance Management workshop focuses on developing and entrenching a participative performance management process in service teams. It integrates setting and agreeing service expectations, performance standards, performance appraisal and coaching in a logical, practical process.

Dealing with Conflicts Duration - 1 day SAQA US ID # 14609, NQF level 5, Credits: 4	Dealing with Conflicts enables supervisors and managers to facilitate the resolution of conflict in the workplace with an easy-to-use five-step conflict management process.

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