cbs course guide - Central TAFE

Was good, ThankyouLauren Maslih, Meeting Preparation and Minute Taking,June 2013business and administrationCBS COURSE GUIDE 2014BETTER BUSINESS WRITINGPURPOSEThis course aims to develop participants’ability to write effective business documentsin plain English relevant to their workplace.LEARNING OUTCOMESUpon successful completion of this program,participants will be able to write effectivebusiness documents to a target audience.CONTENT• Planning your documents• Writing in plain English• Audience and writing styles• Drafting your documents• Editing and proof readingDURATION1 dayTIMES9.00 am until 4.30 pmDATES14 February 201415 September 2014INVESTMENT$440 (GST inclusive) per person includescourse materialsCUSTOMER SERVICECUA Course 2.0.14 (Please refer to the Government Sectionof this Guide for more information)PURPOSEThis course is ideal for anyone working in afrontline capacity of an organisation.LEARNING OUTCOMESUpon successful completion of this program,participants will be able to understand theprinciples and benefits of superior customerservice, and apply their skills to develop anddeliver quality customer serviceCONTENT• Understanding the principles and values ofquality customer service• Developing a win/win attitude andstaying energized• Effective communication strategies tomaintain relationships• Developing win/win strategies• Effective strategies for managingchallenging, angry, aggressive or frustratedcustomers• Understanding problem solving strategies• Applying strategies to build customerrelationships, solve challenging concernsand exceed the customer’s expectations• Building a complaints log for continuousimprovementDURATION1 dayTIMES9.00am until 4.30pmDATES17 April 201418 August 2014INVESTMENT$440* (GST inclusive) per person includescourse material*For State Government employees please refer to theCommon Use Arrangement CUATRA2012 prices.DEALING WITH DIFFICULT PEOPLEPURPOSEThis course is ideal for anyone who works in aservice area dealing with customers.LEARNING OUTCOMESParticipants will be able to understand howto identify and manage personal risk andimplement de-escalated techniquesCONTENT• Risk and personal safety• Identify major factors contributing toconflict situations• Difference between anger and aggression• Symptoms and signs of anger andaggression• Roles of values, beliefs and self-awarenesswhile dealing with difficult people• Strategies and skills for managing conflict• De-escalation techniques• Active listening and questioning techniquesand communication• Active listening and questioning techniques• Identifying solutions• Engage in role playDURATION1 dayTIMES9.00am until 4.30pmDATES25 February 201431 July 2014INVESTMENT$440* (GST inclusive) per person includescourse material7