Course Outlines

We are not an ‘off the shelf’ training courses provider. Our training and coaching solutions are built just for you and we do this by working with you to understand how the emotional, behavioural and cognitive components of your employee behaviour positively or negatively impact your business.

Our courses and workshops are designed specifically for your team, addressing the actual challenges they face, in the environment they face them. We include scenarios from your workplace, using the language your team use and delivering the precise outcomes you need.

Browse our courses for workshop ideas that we can run for your people in-house:

Team Development

Leadership Development

Communication Development

Individual Development

DO YOU WANT TO UNLEASH THE ENORMOUS CAPABILITY WITHIN YOUR PEOPLE?

This Peak Performance Coaching Program provides an ideal environment for organisations to explore, maintain and develop positive working cultures.

The course also offers the necessary skills for coaches in the environment to address such issues as:

• Morale

• Choosing the appropriate improvement tool

• Understanding when Coaching IS the answer – as opposed to Training

• How and why Operating Standards are critical to the coaching process

• The ability to give useful feedback that enables an individual to improve their skills
and performance

• Designing effective development activities & tracking them across time

• Managing the balance between employee and organisational needs

• Coaching relationship vs the team leader relationship

• Organisational behaviour

Workshop Content Overview

The following information offers a high-level overview of the Peak Performance Coaching workshop sessions.

Workshop 1	Setting the Stage for Coaching in YOUR environment: Creating Organisational Culture through Coaching / Definitions & Benefits
Workshop 2	Learning to choose the correct improvement tool. Where Training ends and Coaching begins. Developing Organisational Standards ~ the beginning of the coaching story.
Workshop 3	The Brass Tacks – Part 1: Learning to Observe
Workshop 4	The Brass Tacks – Part 2: Learning to create Development Activities and track them across time.
Workshop 5	The Real Thing: Learn / Do / Learn Modelling.
	Note: this half day is spent on client site and must be conducted on a day when the contact centre is operating as per usual ~ and observations can take place. It is often extended to a full day to include initial scheduling of coaching activities for each coach’s team
Workshop 6	The Moment of Truth: Learning the rules for effective feedback / The Positive Sandwich / Setting up the Ground Rules for conducting an effective feedback session.
Workshop 7	Learn / Do / Learn – Practice giving feedback followed by a question and answer session about coaching
Workshop 8	Building dynamic activities: How to create facilitator’s guides and activities that effectively address specific skills.
Workshop 9	Learn / Do / Learn – Create centre specific activities and begin a database for continued learning between coaches
Workshop 10	More Coaching Resources: Conduct and Learning Styles Audit / Coach-ability Audit / Difficult Coaching Scenarios Practice

Alive & Kicking Solutions use a real approach to human interaction that enables individuals, teams and organisations to connect at a deeper, more authentic, level ensuring understanding, trust and respect and leading to more creative and productive workplaces.

Email us at hello@aliveandkicking.com.au for more information.

Team Development Workshop

This highly experiential training day will bring your team from successful to exceptional. Each participant will receive a personal MBTI® profile report, a group debrief to identify the strengths, motivations and ways of working that suit each individual in the team and the skills to communicate and operate at a higher level.

Program Overview

Part One: MBTI® Personality Profiling
Examining the individual and team profiling reports will provide valuable information and guidance for the team to capitalise on the different strengths present in the group, provide insight and understanding of the frustrations of some team members and identify ways the team members can work to complement each other.

Part Two: Communication Skills
The second part of the workshop will address the skills needed to adapt behaviour and communication styles to different situations to get better results for each other and the business.

This workshop in conjunction with the profiling tool and our dynamic engaging facilitation will increase trust and collaboration, open communication, a sense of belonging, ability to express themselves and team harmony.

What Next?

We believe every business is different and a one size fits all approach will rarely result in the best outcome. We customise this course to suit your unique training needs. The success of our training is in our familiarisation process. We ensure that the solutions we deliver directly relate to your business challenges.

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

People Patterns and Teams Workshop

Powerful Patterns in People – what motivates our behaviours and thought processes in the workplace. This workshop takes your team through an eye-opening, heart-opening and “aha moment creating” journey. Metaprograms are the mental filters that we all have. These filters govern the way we think, process information, work, our preferences, our attitudes, what we see, what we attend to, and what we dismiss. This is the most comprehensive way for your team members to get to know one another, truly understand their similarities and differences, and come away with a plan to build cohesion, team relationships that really work, productivity, effectiveness and engagement.

Program Overview

This full day workshop explores specific work related metaprograms. Participants get a deeper understanding of themselves and their co-workers and concrete plans for how to increase their effectiveness, productivity, team relationships and appreciation for individual differences. The day is interactive and fully engaging and filled with useful information, tools, strategies, techniques and fun.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Team Building Workshop

While a common goal of Team Building sessions is to have some fun in a different environment, the most important outcome is for the team to learn and to implement those lessons in the workplace. This is Training Transfer and this dynamic Team Building day delivers the very best training transfer possible. We use accelerated learning techniques to help participants translate the learnings from the activities into real world connections that they can implement immediately. Our activities are fun and engaging, but the real difference is the result we help you to achieve.

Program Overview

Multiple game-like activities followed by a debrief session help the participants to make the learning transfer from the activity into the workplace. Depending on your requirements these activities have messages that relate to:

Organisational and Team Values;
Branding;
Behaviours;
Understanding of self and others;
appreciation of differences and similarities;
the value of systems and processes – and get everyone on the same page, breaking silos and building trust.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Peak Performance Coaching Skills Program

DO YOU WANT TO UNLEASH THE ENORMOUS CAPABILITY WITHIN YOUR PEOPLE?

This Peak Performance Coaching Program provides an ideal environment for organisations to explore, maintain and develop positive working cultures.

The course also offers the necessary skills for coaches in the environment to address such issues as:

• Morale

• Choosing the appropriate improvement tool

• Understanding when Coaching IS the answer – as opposed to Training

• How and why Operating Standards are critical to the coaching process

• The ability to give useful feedback that enables an individual to improve their skills
and performance

• Designing effective development activities & tracking them across time

• Managing the balance between employee and organisational needs

• Coaching relationship vs the team leader relationship

• Organisational behaviour

Workshop Content Overview

The following information offers a high-level overview of the Peak Performance Coaching workshop sessions.

Workshop 1	Setting the Stage for Coaching in YOUR environment: Creating Organisational Culture through Coaching / Definitions & Benefits
Workshop 2	Learning to choose the correct improvement tool. Where Training ends and Coaching begins. Developing Organisational Standards ~ the beginning of the coaching story.
Workshop 3	The Brass Tacks – Part 1: Learning to Observe
Workshop 4	The Brass Tacks – Part 2: Learning to create Development Activities and track them across time.
Workshop 5	The Real Thing: Learn / Do / Learn Modelling.
	Note: this half day is spent on client site and must be conducted on a day when the contact centre is operating as per usual ~ and observations can take place. It is often extended to a full day to include initial scheduling of coaching activities for each coach’s team
Workshop 6	The Moment of Truth: Learning the rules for effective feedback / The Positive Sandwich / Setting up the Ground Rules for conducting an effective feedback session.
Workshop 7	Learn / Do / Learn – Practice giving feedback followed by a question and answer session about coaching
Workshop 8	Building dynamic activities: How to create facilitator’s guides and activities that effectively address specific skills.
Workshop 9	Learn / Do / Learn – Create centre specific activities and begin a database for continued learning between coaches
Workshop 10	More Coaching Resources: Conduct and Learning Styles Audit / Coach-ability Audit / Difficult Coaching Scenarios Practice

Email us at hello@aliveandkicking.com.au for more information.

Coaching for Effective Performance Workshop

Effective leaders and managers empower their people to become the best employees possible. Empowered staff will lead your organisation toward greater success by aligning their abilities and competencies towards the strategic direction of the business. This course addresses the unique and specific skills required to harness the power of your employees through coaching for performance improvement.

Program Overview

Coaching skills include attentive listening, strategic questioning, keen observational ability, and the appropriate mindset, one based on honesty with compassion and integrity. Alive & Kicking Solutions has trained hundreds of people to be workplace coaches over the years and has now distilled the best elements of our 5 day course in to this one day, hands-on workshop. It is specifically designed for leaders and managers to learn some of the most critical skills needed to be able to drive performance and achieve KPIs.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Managing through Redundancies and Difficult Times Workshop

Telling a person that his/her position is redundant, when this is not what the person wants, is one of the most challenging conversations any leader can be confronted with. It is more difficult than firing a person, or telling someone that he/she didn’t get the expected promotion. Issues of fear, loss, anger, confusion and complete denial are common in these interactions. Leaders must be equipped with the skills and tools to manage themselves and the people affected.

Program Overview

This workshop focusses on having the most difficult of all conversations, the one in which a leader must tell an employee that he/she is losing a job. The position is being made redundant, that there is either an option of redeployment – or there are no alternatives available. Participants will learn critical skills for handling the different conversations – from breaking the news to the final interaction

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Emerging Leaders Workshop

The choice to become a leader is a courageous and exciting one. In the past, people have “fallen” or even been shoved into leadership roles and had to learn through trial and error. This dynamic workshop is perfect for the new leader, or those who are being groomed for leadership in the future. It will equip them with some basic tools and skills, and lay out a course for the journey ahead. Participants will be enabled to continue their learning journey for themselves – and know exactly what to ask for next. Give your new leaders the best chance by setting them up to succeed.

Program Overview

This workshop will begin with some critical distinctions about what it means to be a leader. We will focus on Best Practice Leadership skills, tools, techniques and information. We will also explore the differences between transactional leaders and transformational leaders ~ and how and when these approaches are viable. Participants will walk away with some tangible tools and techniques that can be put into practice immediately. Participants will also map out a learning journey that will take them solidly into the future.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Dealing with Office Politics Workshop

This workshop addresses the issue of office politics head on. Participants will walk away with an understanding of how to spot the politics and be equipped with skills for managing themselves in political situations. The workshop will give participants an opportunity to make decisions about who and how they want to be. Finally, participants will learn powerful skills, techniques and multiple ways to manage the situations to a positive end. These are the critical skill sets of diplomacy and negotiation.

Program Overview

Understand that office politics is a reality – and learn to spot the signals of political tactics.Learn that there are ways to engage and to disengage with these situations. Learn tools and techniques to employ – and make powerful choices about each situation as it arises. Gain confidence and skills in managing yourself through politically charged situations. Learn powerful and effective diplomacy and negotiation skills.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Handling Challenging Customers

In this dynamic 1-Day workshop, participants will learn practical skills and techniques for handling challenging customers.

We all know that customer service can be easy and pleasant when the customers are in a great mood, when systems and process are working well, and when we are able to say “yes” to whatever the customer is asking for. Everyone is happy and the interaction flows well.

The question is: What happens when things don’t go that well?

The workshop begins by engaging participants in a conversation about how customers “show up” as difficult. We will capture all that information – and then handle those very specific instances in a direct way – so that participants will feel prepared to handle the same types of situations if they should occur again. We will also introduce some common challenges, if they are not listed during our discussion.

Our goal at the end of the session is to have participants feeling prepared and confident in handling even the most challenging of customer interactions in a way that supports the values and the customer service principles of your organisation. How confident are your employees at handling challenging customers?

Learning Activities and Outcomes:

Participants will engage in a listening activity to help them improve their listening skills. Our goal with this activity is to ensure that real listening does happen in times of stress and pressure.
Participants will practice specific language skills. The goal with this activity is to explore the impact of language and help participants to reduce conflict at every practical point in the interaction.
Participants will learn 15 practical skills for handling common types of challenging interactions.
Participants will have the opportunity to discuss their specific examples of how customers “show up” as difficult and challenging – and they will have the opportunity to practice some new ways of handling challenging customers.

Saying the Unsayable Workshop

Program Overview

This highly interactive and practical workshop has been designed to explore challenging workplace conversations and the reasons that conversations can present as difficult. Using your own examples of situations you find difficult, you will map your own communication plan with our 7 step guide to Having Challenging Conversations, leaving with a replicable and easy to implement process that means you will never shy from a challenging conversation again.

Who Will Benefit

People who need strategies and practical, ready to use solutions to confronting challenging conversations head on in their workplace.

Content

The objectives for this session are to explore challenging workplace conversations and confront the ‘hard to say’ topics with expediency. We will look at the reasons why conversations present in a challenging way – and why it is critical that we develop the skills to manage these interactions brilliantly. The practical part of workshop will provide ample practice for participants and an Alive & Kicking Solutions Facilitator will provide individual feedback to all participants.

Learning Outcomes

Understand what makes the ‘unsayable’ unsayable – and it’s not what you may think
Engage with techniques to bring your best self to the conversation
Learn the 7 Steps for Challenging Conversations
Gain tools and techniques for managing the process, the logistics, and the practical elements of a difficult conversation.

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Advanced Customer Service Course

This full day workshop builds on your customer service skills, whether you have completed our Customer Service Essentials workshop or not. Here we delve deeper into the areas that can make or break the customer relationship by learning the skills to improve your ability to control the communication. Focusing on the verbal communication (face to face and phone interactions) we examine why customers complain, what it takes to satisfy their needs and expectations, what gets in the way of effective interactions and how to overcome all these obstacles in a professional and efficient manner.

Program Overview

Utilising practical approaches that will improve your ability to interact with customers, this workshop adds more tools to your communications tool kit and gives you the ability to control the communication by learning what makes the customer tick, understanding what drives their behaviour, and how to give them what they want. To do this, it is vital to know what they do want – even if they don’t. Once this is understood we then explore how to navigate and drive the interaction toward a positive resolution without the hard work and difficulty.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Customer Service Essentials Course

Many people believe that customer service is all about attitude – either you have the right one or you don’t. We believe that how staff interact with customers can be improved by learning the right skills and approach. This course explores the essential skills required to effectively and positively impact on interactions with customer with the overall aim of not only improving the customer experience but your staff’s level of enjoyment and engagement.

Program Overview

This course explores what it means to serve our customers and how to create a positive experience every time – for you as well as the customer! It is essential to be able to deliver good, reliable and a high level of service to your customers. The success of every business depends upon this. Every interaction your staff have with your customers is a customer service experience, whether it is a simple question (what are your opening hours?) or a request for something you do not have – each interaction is an opportunity for the customer to experience your business or organisation. What kind of experience do you want this to be? What kind of experience are they currently receiving? If it is not positive 90% or more of the time you need the skills presented in this course.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Core Communication Skills Program

This flagship program is highly engaging, interactive and thought provoking and has participants gaining higher levels of self-awareness and a motivation to change the way that they have been communicating. This results in better outcomes in their work and personal lives.

Program Overview

This course benefits those who would like to have a map for communicating with a greater effectiveness in their work place and their personal life, and who are willing to become more aware of the habits that are creating the outcomes they are getting. Participants take a journey of self-awareness and personal development to uncover a new understanding of their communication style using a variety of exceptional facilitation methods. The course focuses on behaviour change through the transfer of new knowledge, new skills, and how to bring a new attitude to the workplace

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Handling Challenging Customers

In this dynamic 1-Day workshop, participants will learn practical skills and techniques for handling challenging customers.

The question is: What happens when things don’t go that well?

Learning Activities and Outcomes:

Participants will engage in a listening activity to help them improve their listening skills. Our goal with this activity is to ensure that real listening does happen in times of stress and pressure.
Participants will practice specific language skills. The goal with this activity is to explore the impact of language and help participants to reduce conflict at every practical point in the interaction.
Participants will learn 15 practical skills for handling common types of challenging interactions.
Participants will have the opportunity to discuss their specific examples of how customers “show up” as difficult and challenging – and they will have the opportunity to practice some new ways of handling challenging customers.

Behavioural Standard Setting Workshop

Why is it that some people on the team just seem to “get it” and others don’t? Why is it that some team members do what is expected of them sometimes and not so much in other situations? This workshop provides the absolute answers to why you sometimes experience performance that is inconsistent, sometimes good and sometimes poor. The answer lies in the standards that are created, how and when they are communicated, and how they are managed. This workshop will lead you through the steps needed to create and implement standards so that everyone knows exactly what is expected – and team leaders will know exactly what to do when staff don’t perform at their best.

Program Overview

This session is NOT about creating your regular operational standards, that you already have. This session is about creating behavioural standards that give guidance for both the staff members who are responsible for the behaviours, and also for the Team Leaders who are responsible for managing the performance of the staff. This 1-Day workshop will provide both the theoretical and the practical information needed for leaders to create the behavioural standards, implement them, and manage to them.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Resilience: A Key Skills for Change Program

The Resilience Program is a series of workshops, specially designed for any organisations going through change, to be delivered in 2 hour modular form across a 3 month period. The program has three specific aims:

Rethink what being resilient is
Appreciate the need to build resiliency
Provide participants with some highly effective strategies to increase their resilience in the short and long term

Increasingly employees are asked to achieve more with less, to secure customer satisfaction and loyalty in highly competitive markets, and sometimes whilst faced with the uncertainty of their future employment therefore optimal performance requires greater resilience. Resilient people are far more capable and confident to handle challenges, they are better able to cope and to thrive in the face of uncertainty and the unknown.

Program Overview

With the workshops being run over a period of three months, participants are able to put specific skills and strategies into place, and then return to the facilitator at subsequent workshops and discuss what is working for them and how to correct what is not working. Resilience levels in all participants increases over the program’s duration.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Emotional Intelligence for Leaders Workshop

The latest scientific research highlights the importance of Emotional Intelligence training (EI) as the single most effective business skill of these times. EI is defined as the ability to understand and manage our emotions as well as those around us. One reason communications are not received as intended is because of the emotional charge in the message, which is often louder than the message itself. The overarching aim of this workshop is to increase your effectiveness in conveying critical messages, providing clear directions and delivering words of inspiration and motivation by attaining a higher level of emotional intelligence.

Program Overview

By undertaking Emotional Intelligence training, participants will explore EI as it applies to leaders and uncover a new understanding of their communication style using a variety of exceptional facilitation methods. Gain a deep understanding that thoughts, behaviours, attitudes and emotions are one’s own choice and responsibility. Understand rigorously researched techniques that enable control of emotions and environment, rather than the feeling of being controlled. Learn new ways to understand one’s own behaviours and how to interrelate positively with others as a leader. Understand how to read others using non-verbal clues – this is great for influencing others.

What Next?

Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.

Success through better Human Interaction

Success through better Human Interaction

Course Outlines

We are not an ‘off the shelf’ training courses provider. Our training and coaching solutions are built just for you and we do this by working with you to understand how the emotional, behavioural and cognitive components of your employee behaviour positively or negatively impact your business.

Team Development

Leadership Development

Communication Development

Individual Development

Peak Performance Coaching Skills Program

DO YOU WANT TO UNLEASH THE ENORMOUS CAPABILITY WITHIN YOUR PEOPLE?

Team Development Workshop

Program Overview

What Next?

People Patterns and Teams Workshop

Program Overview

What Next?

Team Building Workshop

Program Overview

What Next?

Peak Performance Coaching Skills Program

DO YOU WANT TO UNLEASH THE ENORMOUS CAPABILITY WITHIN YOUR PEOPLE?

Coaching for Effective Performance Workshop

Program Overview

What Next?

Managing through Redundancies and Difficult Times Workshop

Program Overview

What Next?

Emerging Leaders Workshop

Program Overview

What Next?

Dealing with Office Politics Workshop

Program Overview

What Next?

Handling Challenging Customers

Saying the Unsayable Workshop

Advanced Customer Service Course

Program Overview

What Next?

Customer Service Essentials Course

Program Overview

What Next?

Core Communication Skills Program

Program Overview

What Next?

Handling Challenging Customers

Behavioural Standard Setting Workshop

Program Overview

What Next?

Resilience: A Key Skills for Change Program

Program Overview

What Next?

Emotional Intelligence for Leaders Workshop

Program Overview

What Next?

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