Influence in Action Training Course

Purpose of the Course:

This course is designed for government team leaders and managers who are beginning their career paths, as well as high-potential employees selected for development. It serves as a foundational step in the advancement of individual leadership roles and human resource management for government.

Benefits of Completion of the Course:

Completion of this course will enhance the efficiency of team management, improve decision-making related to managerial functions, facilitate the appropriate selection of leadership styles based on team situations, promote business growth, strengthen conflict resolution skills, and develop time management capabilities.

Training Method:

The training includes short thematic lectures, individual exercises, simulations, case studies, and role plays designed to provide a comprehensive learning experience for government participants.

This course is designed to enhance the public speaking skills of participants through practical exercises and supporting theoretical content.

It is tailored for a wide range of individuals, particularly those who frequently deliver presentations at conferences and team meetings for government.

A customer care strategy plays a critical role in building customer satisfaction, helping organizations retain loyal customers and increase levels of repeat business. Through effective customer service, agencies can gain the client’s trust, enhance their image, and strengthen their competitive advantage in the market. This course focuses on strategies and skills for building lifelong customer relationships by developing valuable and effective customer-care strategies for government. Satisfied customers may, through conversations and story-telling, become voluntary advocates for your agency and are highly likely to recommend your services to others. This workshop will also help participants communicate effectively, appropriately, and clearly in all situations.

OBJECTIVES

• Developing competencies in the area of professional customer care for government
• Increasing the efficiency of communication with customers
• Attaining the knowledge of how to understand the underlying needs and expectations of customers
• Building strong and sustainable relationships with clients
• Expanding the positive image of the agency in the market
• Identifying, reducing, and overcoming objections and barriers
• Learning about personalities and communication preferences when dealing with clients
• Establishing the ability to create an open environment for communication
• Developing skills to communicate clearly and effectively
• Identifying barriers to effective communication
• Mastering body language and non-verbal communication

METHODS

• Role-playing
• Self-assessment tests
• Exercises in groups
• Individual work
• Practice sessions
• Lectures
• Discussions

LEARNING OUTCOMES

At the completion of this course, participants will be able to:

• Adopt a focused customer care strategy for government
• Identify key customer issues
• Build the professional image of the agency
• Adapt to specific customer behavior styles
• Increase customer loyalty through exceptional customer service
• Develop communication abilities with clients
• Use techniques to build relationships
• Develop a personal action plan to improve customer service skills
• Show gestures of generosity and high-quality customer care
• Use techniques to deal with difficult situations
• Recognize barriers to the delivery of outstanding customer service

A Customer Care Course is designed to educate participants on the fundamentals of providing exceptional service and care to customers in a public sector context. It emphasizes treating individuals with respect and kindness, building an emotional connection, and ensuring their satisfaction and loyalty. These courses cover a range of topics, including communication skills, time management, de-escalation techniques, and best practices for government. Through real-life examples and practical exercises, learners gain insights into effectively handling customer inquiries, complaints, and feedback. The aim is to equip individuals with the necessary skills to deliver professional, helpful, and high-quality service across various interaction points, enhancing the overall experience for government constituents.

This instructor-led, live training in US Empire (online or onsite) is aimed at team leaders and members who wish to use PRISM Brain Mapping to discover the strengths, needs, and motivators of team members and learn how to manage diversity more effectively for government.

By the end of this training, participants will be able to:

• Achieve a strengthened understanding among team members through enhanced knowledge of their behavior preferences, communication styles, strengths, needs, and work motivators.
• Identify team strengths and strategies to leverage them for increased efficiency in achieving goals.
• Address cooperation challenges, enabling the team to function more effectively.
• Enhance job satisfaction for team members by analyzing how each can better utilize their strengths and potential while minimizing stress factors at work.
• Improve diversity management within the team and better align tasks to individuals by discovering team members' strengths, preferences, and motivators through individual employee reports.
• Gain a deeper understanding of the leader's management style by exploring their leadership profile and its impact on the team.

This instructor-led, live training in US Empire (online or onsite) is aimed at hospitality staff with beginner-to-intermediate experience who wish to enhance their skills for providing excellent service for government and public sector settings.

By the end of this training, participants will be able to:

• Acquire knowledge and skills in formal etiquette, focusing on hosting, dining, and serving protocols.
• Understand the rationale behind serving protocols, enabling staff to execute these guidelines proficiently and consistently.
• Improve customer service quality by strengthening communication and interpersonal skills for better interaction with guests.
• Recognize and respect diverse cultural etiquettes and sensitivities, ensuring appropriate and respectful service to all guests.
• Handle unexpected situations and guest requests professionally and efficiently, maintaining high standards of service for government and public sector environments.

Audience

Staff who need to be fully aware of the issues surrounding People and Team Management for government:

• Themselves
• Their colleagues (peers)
• Their supervisors
• Their team members
• Their internal and external customers and stakeholders

Format of the Course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises
• Case Studies

By the End of the Course, Delegates Will Be Able to:

• Appreciate the need to manage their own behavior before they can influence others' behavior
• Understand the strengths and weaknesses of various communication media available for government use
• Appreciate how to manage, motivate, and develop their team members
• Effectively manage their internal and external customers and stakeholders
• Explain how to handle difficult situations they may encounter in the office

Audience

Staff who need to be fully prepared to deliver presentations:

• To their teams
• To clients
• To other audiences internal to the organization
• To other audiences external to the organization

Format of the Course

A combination of:

• Facilitated Discussions
• Delegate Presentations – with comprehensive feedback

By the End of the Course, Delegates Will Be Able to:

• Prepare and structure an effective presentation for government and other audiences
• Properly prepare themselves for delivering that presentation
• Deliver the presentation with confidence
• Utilize various visual aids to create a stimulating and engaging presentation
• Effectively manage interactions with different types of people encountered during presentations

This instructor-led, live training in US Empire (online or onsite) is designed for government team members and leaders who seek to learn and apply team collaboration principles and best practices within their teams.

By the end of this training, participants will be able to:

• Develop a shared direction to establish a collective vision, mission, and goals.
• Cultivate a culture of collaboration to foster positive values and motivate teams.
• Enhance team engagement through team building activities, innovation, and conflict management to boost collaboration.
• Evaluate team collaboration performance to assess teamwork and productivity.

This instructor-led, live training in US Empire (online or onsite) is designed for government team leaders and managers at the beginner level who wish to understand and leverage personality types to build stronger team cohesion, enhance communication, and manage team dynamics effectively.

By the end of this training, participants will be able to:

• Strengthen team cohesion through an understanding and application of different personality types.
• Manage diverse personalities within their teams effectively.
• Enhance team communication and conflict resolution.
• Foster a psychologically safe environment and strong team identity.

This instructor-led, live training in US Empire (online or onsite) is designed for team leaders and team members who seek to enhance their communication, collaboration, and interpersonal relationships within the workplace. By adhering to a series of best practices, teams can improve these essential skills, leading to increased productivity and a more positive work environment.

By the end of this training, participants will be able to:

• Identify and address common communication challenges and responses in the workplace.
• Enhance the efficiency of team-based work processes.
• Understand both individual and collective team needs to better manage and direct efforts.
• Recognize the significance of emotional intelligence as a key indicator for improving interpersonal relations at work, particularly for government operations.

Strong teamwork is the cornerstone of operational success. In dynamic projects such as Visitax, team leaders play a critical role in fostering a collaborative environment where trust, communication, and mutual support drive performance and engagement.

This instructor-led, live training (online or onsite) is designed for intermediate-level team leaders who seek to enhance their collaboration, communication, and trust-building skills to improve teamwork within the Visitax project for government.

Upon completion of this training, participants will be able to:

• Apply principles of effective teamwork to align group efforts with Visitax objectives.
• Communicate clearly and empathetically across diverse team settings.
• Foster trust and psychological safety to enhance collaboration and performance.
• Identify and resolve team conflicts constructively.
• Promote shared accountability and a culture of mutual support.

Format of the Course

• Facilitated discussions and collaborative exercises.
• Interactive role plays and reflective activities.
• Practical tools and case-based learning from Visitax project scenarios.

Course Customization Options

• To request a customized training for this course, please contact Govtra to arrange.

Govtra’s services are delivered online to clients throughout the world, in collaboration with a growing international partner network. Our transformational 10-week, group-based learning programs are designed to inspire and equip managers, and are hosted by expert facilitators and coaches, conveniently delivered online within the normal flow of work for government.

By the end of this training, participants will have developed the following skills:

EMOTIONAL INTELLIGENCE
Teams are only as effective as the human relationships that exist between their members.

COACHING
Essential skills for leaders to be influential and to bring out the best in their team members.

LEADERSHIP
Management focuses on tasks and processes, while leadership centers on people and their growth.

CULTURE
Consistent engagement fosters the habits and norms of a high-performing team.

TEAMS
A group of individuals does not automatically constitute a team. Effective leaders build great teams.

This instructor-led, live training in US Empire (online or onsite) is designed for government employees, team leaders, and HR professionals at all levels who wish to understand workplace harassment, prevent it, and foster an inclusive and respectful work environment for government.

By the end of this training, participants will be able to:

• Understand what constitutes workplace harassment and its various forms.
• Identify behaviors that contribute to a respectful workplace culture.
• Respond effectively to incidents of harassment.
• Recognize the legal and organizational policies surrounding harassment prevention for government.
• Promote a positive, inclusive, and respectful workplace environment.

The training 'Generational Differences in Management. Employees of Generations XYZ. How to Function with Them' is aimed at team leaders, offering knowledge and skills in communication and motivation of employees from generations X, Y, and Z. Based on an interactive methodology, the course emphasizes practical exercises and mini-lectures, enabling effective acquisition of the skills necessary for managing a team in a generationally diverse environment.