The First Principles of Managing People & their Performance
Learn how to manage staff performance and competency including behaviour and capability, deal confidently with negative behaviour, coach with confidence, manage staff from other cultures and people from different generations and age groups. Includes three personal profiles including unique and original leadership and situational behaviour profiles (three half-days with optional mentoring - can be customised).

Managing Difficult Calls / Customers
The perennial favourite featuring our famous audio case studies. Learn how to deal effectively with "difficult" callers and customers over the 'phone or in person ... the people who cause stress and conflict. Learn how to understand people from different cultures. Learn a set of simple, useful techniques that will transform your customer contact life. Always rates 85 per cent or better in evaluations (one half day).

"Ready, Willing & Able" - the First Principles of Selling
Absolutely sure-fire sales training workshop which will enable you to categorise a customer then use the best strategy to close the sale (2-hour high performance workshop).

What they don't teach you about working with Kiwis
This is what immigrants and ex-pats from different cultures aren't told when they come here. It's also what Kiwis take for granted: what makes the

Grief, Death & Dying
For customer service staff who have to deal with customers / clients who are grieving as a result of a bereavement, redundancy, or terminal illness. Demystifies grief in a safe environment and teaches valuable skills for saying and doing “the right thing”, and feeling OK about it (one half-day).