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Theory X and Theory Y
Key learning outcomes: Understand what drives and motivates your employees or team members to perform effectively. Learn that according to Theory X, employees work only to satisfy their basic needs. Learn that according to Theory Y, employees work to satisfy their higher needs. Acknowledge that, with regard to motivation, not every employee will fit neatly…
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Sources Of Power
Key learning outcomes: Improve your leadership skills. Learn that power and leadership are interrelated. Identify the advantages and disadvantages of exercising reward power. Distinguish between legitimate and coercive power. Recognise referent power and its relationship to expert power. Article Power and leadership are closely linked. People tend to follow those with power, and as a…
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Management By Walking Around
Key Learning Outcomes Implement management by walking around (MBWA) in your business to lift morale and productivity. Recognise the value in engaging in MBWA on a regular basis and adopting an informal and relaxed manner. Acknowledge the need to include all employees in your “walks” over a reasonable time frame, on a one-on-one basis. Adopt…
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The Process of Team Development
Key Learning Outcomes Understand the positive impact of effective teamwork and management on your business’s productivity. Learn about the model introduced in 1965 by psychologist, Dr Bruce Tuckman, which outlines the five stages of team development: forming, storming, norming, performing and adjourning. Demonstrate that you can manage issues as they arise which enables your team…
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Questions Based Sales
Key Learning Outcomes Differentiate between speaking to and asking questions of your customers. Recognise the benefits of asking the right questions when dealing with your customers. Compare the outcome of closed questions and open questions. Understand the value of pre-framing when selling your business’s products and services. Article The author of several sales books, Tom…
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Introduction to People Management
A chain is only as strong as it’s weakest link. Learn how to build strength into your team. Increasing employee engagement levels will have a direct impact on the bottom line of your business. Use our articles on engagement and motivation to see productivity and profitability increase. A fish always rots from the head down.…
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Buyer Motivation
Key Learning Outcomes Understand what motivates your customers and the impact of these motivators on repeat and referral business. Learn about the key motivational drivers: need, greed, fear, pleasure, vanity, status and impulse. Recognise that your customers may be motivated by a number of factors, so care should be taken to find the perfect solution…
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Working in Teams
Key Learning Outcomes Recognise that a team should have common purpose. Differentiate between a “working group” and a “team”. Understand the characteristics of an effective team. Recognise the benefits of a high-performing and effective team for your business. Article In their Harvard Business Review article, “The discipline of teams”, experts Jon Katzenbach and Douglas Smith…
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Benefit Selling
Key Learning Outcomes Distinguish between the features and benefits of a product or service. Develop responses to your customers’ questions, such as “what’s in it for me?” Explain the benefits of your products or services, and provide supporting evidence. Learn to communicate the benefits of your products and services to customers. Article One of the…
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Reward and Recognition
Key Learning Outcomes Understand how a reward and recognition strategy can have an impact on your business’s productivity and profitability. Distinguish between “rewards” and “recognition” programs. Ensure that a reward program is based on your business’s goals, the target levels are appropriate and the program is clearly communicated to your team. Learn about the different…