Provoke

Management (Upper management and Director level - Sales, Service and Parts)

The program is designed to be provocative and challenge beliefs. The objective is to foster new thinking. Participants should be those who won’t accept anything but excellence. 

Participants will explore, discuss and take apart modern business beliefs, accepted norms, and myths.The program is designed to challenge management assumptions.

Content

  • Prepare for the transition from volume targets to maximizing profit
  • Dumping widely held but false assumption of conventional wisdom
  • Industry case studies – assignments

Methodology

  • 4x Micro learning (4 weeks, 4-6 hours in total)
  • 4x Case studies/simulation (online & offline)
  • 1x Webinar sessions (2 hours in total)
  • 2x Instructor-led (4 participants x 1 hour)
  • 1x Individual – panel (45 minutes)

A vital component of managing employees is knowing that your behavior affects the behavior of others. 

Management behavior skills training help increase knowledge and awareness of current business situations and economic conditions. COVID-19 has changed the way people and companies do business. This has led to changes in economic conditions and reforms in the business landscape. As a result, all levels of management will need to quickly update and upgrade their skills.

Content

  • COVID-19 – managing and adapting the frontline
  • Compassionate management – creating emotional distance
  • Adapting to change – stepping back
  • Coaching mindset – fostering a growth environment

Methodology

  • 6x Micro learning (6 weeks, 6-8 hours in total)
  • 4x Case studies/simulation1x Webinar session (1 hour)
  • 2x Instructor-led (2 hours in total)
  • 1x Individual session (minimum 30 minutes

Leading a Team

Management (Middle management and supervisor team leaders)

Opt-In Management

Management level

GDPR (General Data Protection Regulation) is a significant piece of legislation affecting the working methods and obligations of businesses when it comes to the handling of data. 

The Opt-In program  is an easy-to-navigate and interactive training module that is relevant to all frontline management. Data privacy is a vital part of the modern concept of luxury and can’t be sidelined or put off to a later date. Customers have become savvy about data protection and it forms part of the customer’s expectations.

Content

  • An overview of GDPR –  key terminology and definitions
  • Case studies to illustrate the key principles of the GDPR and how they apply
  • Roles and responsibilities when gathering, managing and retaining frontline gathered data
  • The importance of data protection including remote working
  • Identifying data hazards and effective methods to avoid security breaches

Methodology

  • 3x Micro learning (3 weeks, 3-5 hours in total)
  • 3x Case studies/simulation
  • 1x Webinar sessions (1 hour in total)
  • 1x Instructor-led (1 hours in total)

Every organisation that deals with the public will receive complaints. Criticism needs to be evaluated in a way that is systematic and orderly. 

This requires a deep awareness and responding behaviors and used to create a positive impact.

Content

  • New language – new scripts for better outcomes
  • Interactive exchange – avoiding triggers
  • Encouraging feedback – appropriate behavior reactions
  • Handling intimidation – tackling the fear of confrontation
  • Mood – perceptions – time management
  • Handling ‘free” requests – de-escalation

Methodology

  • 6x Micro learning (6 weeks, 6-8 hours in total)
  • 4x Case studies/simulation
  • 1x Webinar session (1 hour)
  • 1x Instructor-led (1 hour)

Resolve Management

Customer Service Managers, Sales Managers, Parts Managers, Supervisors and Service Advisors

Management and Frontline Program

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