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| AGENDA |
Executive Secretaries 2009
THE POWER BEHIND THE EXECUTIVE |
DAY THREE
26 FEBRUARY 2008 |
VIEW DAY ONE |
| VIEW DAY TWO |
| 09:00 |
CONFLICT MANAGEMENT SKILLS |
Learn to confront and resolve conflict in a way which maintains personal integrity and ensures a "win-win" outcome
- Conflict in the Workplace: Causes, Triggers and “Hot Buttons”
- Practical Assertiveness Skills to Manage Conflict
- Effective Conflict Resolution Strategies
- Taking Ownership of Communication
- Using Empathy Statements to Echo and Reflect
- Managing Criticism and Manipulation without Taking it Personally
- Dealing with Angry, Irate People with Confidence
- Resolving Conflict in a Way That Ensures "Win-Win" Solutions
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About Your Workshop Leader: Bernice Life
Bernice is the primary Training Consultant at 6 Degrees. She has extensive experience as a soft skills facilitator, and has worked with some of South Africa’s top organisations in both the private and public sectors.
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| Bernice has vast experience in the Call Centre arena including the training and development of Agents, Supervisors and Managers. She has assisted her clients in the design, training and implementation of their quality assurance strategies. Some of her clients include L’oreal, Softline VIP, Standard Bank and Anglogold. Bernice specialises in customer service, business writing skills, stress management, communication, assertiveness and conflict handling, professional image and management training and, over the years, has earned an enviable reputation as a public speaker. During her 11 year period with 6 Degrees, she has visited the United Kingdom doing research and has travelled extensively in Africa. She brings energy, enthusiasm and experience to every presentation and workshop! |
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| 14:00 |
THE 10 COMMANDMENTS OF STRESS MANAGEMENT |
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- Stress and Stress Awareness
What is stress? How to identify personal stress triggers or hooks
- Proactive and Reactive Behaviour
Choosing one’s own response to stressful situations
- Self Image
Skills and techniques to ensure the creation, development and maintenance of a positive self image
- Conflict Resolution/Management
Communication skills to reduce stress and resolve conflict in relationships
- Time Management
The use of a diary, prioritizing tasks, the wheel of life – achieving a balance between work and recreation to reduce stress and tension
- Goal Setting
Short term, medium term and long term goals – personal plan of action to fulfill aims in life
- A Healthy Lifestyle
Nutrition and eating habits, steps to a peaceful night’s sleep regular exercise and leisure time
- Stress in the Work Environment
The key contributors to burnout in the working environment and how to manage these challenges
- Breathing and Relaxation
Muscular relaxation and breathing exercises to help you cope with your stress
- Happiness and Well-being
How to harness all the skills that have been learnt in order to achieve optimum performance and a total sense of wellness
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About Your Workshop Leader: Dr. Judy Jaye
Dr Jaye obtained her PhD in Stress Management from the University of Witwatersrand in December 2002. Her thesis covered “Stress and Tension Experienced in the Workplace”. Prior to Dr Jaye’s appointment at The Voice Clinic, she held positions of Head of Department Guidance at a Private College; and Principal of a Secretarial and Business College.
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| Since 1988 she has delivered numerous papers at local and provincial conferences on Stress Management and the harnessing of stress positively to achieve success. She has also appeared on various television shows including E.TV, SABC Africa and Take 5, as well as radio programmes including SAFM, Radio Veritas, Pan Hellenic Voice, and 702 talk radio. Dr Jaye facilitates Communication skills, Presentation skills and Self-Management programmes, on a national basis. |
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| Date |
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24, 25 & 26 February 2009 |
| Venue |
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Southern Sun Grayston Hotel, Sandton |
| Time |
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09:00 AM |
| Cost |
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R6, 000.00 per delegate ex VAT
R6, 840.00 per delegate incl VAT |
| Group Bookings |
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Book 2 or more delegates and get a 10% discount |
| Dietary |
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There is a R160.00 per delegate, per day surcharge on Strictly Halaal and Kosher Meals. This amount will added to your invoice should you elect to make use of this option. Please specify all your dietary requirements on registration. |
| RSVP |
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Contact James Harvey on 011 880 4808 or email james@frontfoot.co.za |
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