six
Dealing with Difficult Members of the Community
  • Anticipate and accurately predict the impact of policies and procedures on customers and the community
  • Develop a plan to deal with the really difficult people that want to push through their agenda at whatever cost
  • Be prepared to take mitigated risks and accept ‘bad ideas’
  • De-clutter the mind and regain perspective and context.
six
Interpersonal Skills Course
  • Discover vocal techniques to be more authoritative with customers
  • Tailor your communication style
  • Develop writing skills (including email)
  • Understand behavioural styles of the community.
six
Decision Making Training Course
  • Demonstrate the AI problem solving tool
  • Identify recurring problems
  • Discuss problem solving tools that are currently being used
  • Practise different problem solving tools.
six
Time Management Training Course
  • Learn to plan more effectively and be in control of daily activities
  • Use effective delegation techniques at the workplace.
  • Set and complete personal and departmental goals
  • Manage daily interruptions in the form of phone, email or drop-in visitors.
six
Mindfulness at Work
  • What is mindfulness
  • What are the benefits for you and your department
  • A couple of mindfulness practices
  • How to make time for mindfulness.
six
Customer Experiences
  • Learn to effectively set and manage customer expectations
  • Identify what the customer sees, hears and senses.
  • Discuss the synergy of customer service and experience.
  • Focus on customer experiences.
six
Stress Management
  • Identify the causes and symptoms of stress
  • Discuss the stressors of dealing with difficult patients
  • Utilise time management skills to get past chaos management
  • Pursue positive thoughts rather than dwelling on faults.
six
Decision Making Training Course
  • Demonstrate the AI problem solving tool
  • Anticipate expectations of your clients
  • Build an accurate objective opinion and deflect your conditioning
  • Track down information that is the most meaningful, practical and purposeful.
six
Being Flexible in Government
  • Turning a big ship isn’t easy
  • Change management
  • Why is flexibility in government important?
  • Getting started.
six
Critical Conversations
  • Identify your style under stressful situations within government
  • Feel comfortable working through uncomfortable things
  • Use critical conversation tools to improve feedback, emotions, performance, relationships and motivation.
  • Feel more confident in initiating vital conversations.
six
Emotional Intelligence in Government
  • Learn to utilise effective emotional intelligence
  • IQ and EQ
  • Building relationships with the community
  • Use context connectivity tools.
six
Think Thoughts Through
  • Anticipate and accurately predict the impact of policies and procedures on customers and the community
  • Understand how matching and mismatching impacts our thinking styles
  • Be prepared to take mitigated risks and accept ‘bad ideas’
  • De-clutter the mind and regain perspective and context.
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    National training schedule 2021

    Instructional Design Master Class

    Location: Melbourne

    Date: 6, 7 & 8 December 2021 | $ 1880 (+GST)