Health and Safety
The topics covered in this course include: Types of Training, Who Needs Training?, OH and S Training and the Law, Employee Responsibilities, Safe Work Practices, Health and Safety when using a Computer, Lighting, Seating, Keyboard and Mouse, Monitor and Document Placement, Work Process, Emergency Preparedness Process, Risk Assessment, Planning and
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Orientation
Orientation
Quality Customer Service
The topics covered in this course include: Introduction to Quality Customer Service, What is Quality Customer Service /, Change your Paradigm, Customer Expectations, Basic, Expected, Desired and Unanticipated, Identify Your Customers, Identify Customer Needs, Deliver Quality Customer Service, Strategy, People , Systems, Monitor and Improve Results,
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Change Management
The topics covered in this course include: Introduction What is Change Management?, Why Invest in Change Management?, Required Management Skills, Decision Making, Coalition Building, Achieving Action, Maintaining Momentum and Effort, Risk Planning and Evolution, Timescales, Change Roles, Sponsors-Agents-Advocates, Targets, Transition, Team Change,
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Customer Service and Consulting
The topics covered in this course include: Managing Transition, External Analysis, Economic Changes, Industry Changes, Technological Changes, Social Changes, Legal and Legislative Changes, Eco-environmental Changes, Internal Analysis - factors for success, Internal Analysis - resource audit, Change Management Steps, Choosing the Target, Getting the
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