EPT GLOBAL TRAINING

                                             Empowering People Together 

 

Our courses 

Corporate and Self Development courses

Assessor

Cultural Awareness

Train the Trainer

Customer Service Training

Moderator

Grooming

Communication skills

Introduction to South Africa

Conflict Management/Conflict Resolution Contact/Call Centre Training

Team Training 


ASSESSOR TRAINING

SAQA US 115753, NQF Level 5 - 15 Credits

Registered training providers provide training courses against a specific and relevant unit standard. The assessment criterion is specified within the unit standard and learners will be found either “Competent” or “Not Yet Competent” when being assessed.

A Subject Matter Expert, who is registered as an Assessor in a specific field, will conduct the relevant assessments. Different assessment methods can be used to establish a learner’s competence.

An Assessor’s primary functions are to:

·         Demonstrate an understanding of outcomes based assessments.

·         Prepare and conduct assessments.

·         Determine whether a learner is competent, allowing a Certificate of Competence to be issued.

·       Determine whether a learner is Not Yet Competent resulting in compilation of an action plan which will assist the learner in achieving a competent result.

·         Review assessments and provide feedback to all learners.

The Assessor Training Course will equip trainers with the required skills to assess learners in a specific field of expertise. Portfolio compilation is included within the 4 day training period.

Should a learner feel that he/she has been found ‘Not Yet Competent’ unfairly by an assessor, he /she can appeal the outcome to a Moderator who will review the process and make a decision.  Moderators are responsible for ensuring that an Assessor’s assessment process is accurate.

There is open access to this unit standard on the SAQA’s website. The credit calculation is based on the assumption that those starting to learn towards this unit standard have no previous assessment experience. It is assumed, though, that the candidate- assessors have evaluative expertise within the area of learning in which they intend to assess.

An integrated assessment approach will be followed to allow for practical and theoretical components. This entails the assessment of a number of unit standards, outcomes and criteria together in one assessment activity.

Candidates are not only assessed against specific outcomes, but also on critical outcomes, attitudes and values.

The programme methodology includes facilitator presentations, readings, individual activities, group discussions, and skill application exercises.

This programme has been aligned to registered unit standards.  You will be assessed against the outcomes of the unit standards by completing a knowledge assignment that covers the essential embedded knowledge stipulated in the unit standards.  When you are assessed as competent against the unit standards, you will receive a certificate of competence and be awarded 15 credits towards a National Qualification.


TRAIN THE TRAINER

SAQA US 117877, NQF Level 3 - 4 Credits

Our Train the Trainer / Facilitator training course is designed to empower learners who want to become trainers possessing the required skills. An excellent trainer is someone who can impart their knowledge in a manner which will make the learning process a positive life changing experience.

This course will allow the trainer to impart their knowledge using adult learning principles. An effective trainer is someone who has good communication skills and can transfer their knowledge in a stimulating, unbiased, honest and efficient manner.

Our training course will explain the importance of trainers being Subject Matter Experts on the modules they are presenting as knowledge is power. They will be taught how to identify learner weaknesses and find ways of overcoming these areas by adapting their training methodologies.

This unit standard will provide recognition for individuals who perform or intend to perform on the job, one-to-one training.  Formal recognition will enhance their employability and also provide a means to identify competent trainers or coaches.

On completion of this training course learners will  be able to:

·         Develop your own training methodology according to your own strengths.

·         Identify learners’ training needs and build their confidence.

·         Prepare for on the job, one-to-one training.

·         Set objectives for training courses.

·         Build a rewarding relationship with learners.

·         Conduct effective training sessions and techniques by engaging and interacting with the learners.

·         Effectively manage the planning of training sessions and time keeping.

·         Remain in control and deal effectively with challenging learners and situations.

·         Monitor and report on learner progress.

·         Review training.

·         Realise the importance of continual improvement in training methodology.                

The credit calculation is based on the assumption that learners are already competent in terms of the learning area in which they will provide training. The programme methodology includes facilitator presentations, readings, individual activities, group discussions, and skills application exercises.

This programme has been aligned to the registered unit standard and learners will be assessed against the outcomes of the unit standard by completing a knowledge assignment that covers the essential embedded knowledge stipulated in the unit standards.  When you are assessed as competent against the unit standards, you will receive a Certificate of Competence and be awarded 3-4 NQF Level Credits. 


MODERATOR TRAINING

SAQA US 115759, NQF Level 6 - 10 Credits

This unit standard is for persons who conduct internal or external moderation of outcomes-based assessments. The assessments could be aligned to a number of documents, including but not limited to unit standards, exit level outcomes, assessment standards, curriculum statements and qualifications. This unit standard will contribute towards the achievement of various qualifications, particularly within the field of Education Training and Development Practices as well as Human Resources Development.

On successful completion of this unit standard, the moderator will be able to moderate assessments and assessment criteria according to the relevant outcome statements and Quality Assurance requirements. The prescribed Quality Assurance procedures will be utilized in a fair, valid, reliable and practicable manner ensuring that it is free from all bias and discrimination, paying particular attention to the three groups targeted for redress: race, gender and disability.

The moderator training course is aligned to registered unit standards with assessments being conducted against the outcomes of the unit standard.   On successful completion of this training module you will be awarded 10 credits towards a National Qualification.

 Pre-course entry requirements:

Assessor qualification

 A Moderator’s primary functions are to:

·         Demonstrate an understanding of outcomes based moderations.

·         Prepare and conduct moderation.

·  Moderate assessments according to relevant outcome statements and Quality Assurance.

·         Coaching, mentoring, advising and supporting assessors.

·         Administer, record and report on moderations.

·    Determine whether a learner is Not Yet Competent resulting in compilation of an action plan which will assist the learner in achieving a competent result.

·         Review the moderation process and apply corrective action plans when required.

         

COMMUNICATION SKILLS

SAQA US 7794, Level 3- 8 Credits

SAQA US 7784, Level

Effective communication skills and exceeding customer’s expectations in every interaction are imperative to an organisation as well as personal success.

Effective communication isn’t only about exchanging information, more importantly it is about correctly interpreting the emotions behind the information

Successful communication is a  combination of  various competencies such  as problem solving, non -verbal communication, stress management, building trust, the capacity to understand personal as well as others emotions, being empathic and listening attentively 

Course content will include

·         Enhancement of interpersonal skills

·         Problem solving

·         Decision making skills

·         Verbal and non-verbal communication

·         Conflict Resolution

·         Effective listening and responding

·         Use appreciative enquiry as a communication tool

·         Identifying personality types and communicate appropriately

·         Effectively using tone, body language and gestures

·         Barriers to communication and how to overcome these barriers

·         Maximizing  voice and articulation


CONFLICT MANAGEMENT

Interpret and Manage Conflict within the Workplace

SAQA US 114226, NQF Level 5 - 8 Credits

Conflict is an inevitable reality of day to day life, whether it is within the workplace or socially. People with different values, expectations and attitudes are likely to have disparities. The most difficult conflict is those that arise from having different value systems. To understand the causes of differences is of vital importance. Understanding differences will ensure engaging of discussion in order to resolve conflict.

The majority of conflicts can be avoided through effective communication thus we focus on measures to be taken to prevent conflicts from arising. Conflict can be beneficial if adequate conflict management methods are utilized.

A learner who has successfully completed this Unit Standard will be able to identify and manage the resolution of conflict between persons and / or parties. Although the main focus of this training course is based on the workplace, the same principles learnt can be applied in any environment.

A learner being found competent on completion of this unit standard, will possess the ability to:

·         Describe the main sources of conflict.

·         Recognize how our attitudes and actions can impact on those around us.

·         Relate to the importance of active listening.

·         Describe appropriate techniques to manage conflict.

·         Implement a strategy to resolve conflict.

·         Develop the attributes of a good conflict manager.

·         Work effectively with individuals and teams in order to understand conflict and the resolution thereof.

·         Organise oneself and one`s activities so that conflict can be identified and dealt with. 

·         Collect, analyse and identify information supplied by parties in a conflicts situation in order to accurately convey them to affected parties.

·         Communicate effectively with an employer with regards to conflict issues.

                                 

CONTACT/CALL CENTRE TRAINING

SAQA US 7790, NQF LEVEL 3- 3 CREDITS

Call centre staff members are the nucleus of many successful businesses that operate call centres. Call centre agents should always display a positive attitude and understand that they are often the first point of contact and can through proper training deliver on multiple objectives. Professional handling of customer queries and concerns will enhance a company’s public image. Listening and questioning are vitally important to ensure effective communication. Appropriate communication for different behaviour types over the telephone are thus essential skills required by call centre staff members

The characteristics of a successful call centre agent include a sense of responsibility, discipline, adaptability, the gift to listen, the competence to take initiative and  decision making expertise

Candidates are not only assessed against specific outcomes, but also on critical outcomes, attitudes and values.

Course content will include:

  • Processing of incoming calls
  • Processing of outgoing calls
  • Disclosure/non-disclosure of information according to organisational requirements
  • Documentation and equipment applicable to call centre agents
  • Effective communication methods: verbal and written
  • Phone etiquette
  • Words, tones and body language
  • Conflict resolution when dealing with abusive callers
  • Exceeding a customer’s expectations as a call centre agent

               

CULTURAL AWARENESS IN THE WORKPLACE

SAQA US 117731, NQF LEVEL 3 - 4 CREDITS

Our cultural awareness training course is focused on understanding, respect and acceptance of local and international cultures. Cultural Competence refers to the ability to effectively interact with persons from different backgrounds and cultures. Lack of awareness about cultures different to our own can lead to misunderstandings and have a devastating effect on organisations as well as social environments. 

Understanding and respecting cultural differences leads to effective communication, strengthens relationships and builds trust. We are not always aware of cultural diversity as we were born and raised according to a specific set of values and we learned to do things in a certain manner.  Awareness and acceptance of other cultures is of utmost importance when interacting with people from other cultures. We stress the importance of stepping outside of our own cultural boundaries and concentrate on a variety of local and international ethnicity's.

South Africa is a multi-cultural nation and has many diverse languages and cultures. As we are reliant on Tourism in South Africa, we recommend that all learners and employees, who deal with persons from different cultures, attend this training course. Our learners are empowered with skills to exhibit a corporate culture and display etiquette in the workplace, resulting in organisations having a global competitive advantage.

Course outline:

·         Democratization of South Africa

·         Human rights in South Africa

·         Introduction to the South African Legal System and Bill of Rights

·         Analyse aspects of cultural diversity in the South African workplace

·         Understanding prejudice and enhancing working relationships

·         Respect and trust for persons from different cultures

·         Interacting appropriately with diverse cultural groups of clients and colleagues

·    The relevant aspects of the cultural group are described to accommodate human diversity

·     Problems arising from cultural differences are resolved and appropriate actions are taken

·      Clients' dissatisfaction is recognised and action is taken to resolve the situation and enhance the quality of customer service

·         Knowledge of all cultures and religions in South Africa and abroad

·         Verbal and non-verbal communication (body language)

·         Problem solving

·         Communication strategies

·         Knowledge of group dynamics

·         Getting the most out of different Cultures

·         Interpersonal Skills

·         Make suggestions to assist colleagues in dealing with cultural differences, in order to improve customer services and working relations                                     

CUSTOMER SERVICE & INTERPERSONAL SKILLS

In today’s climate where competition is rife, customers are demanding that their customer service expectations are not just met, but that they are exceeded. Expectations are exceeded when you anticipate their needs and customer loyalty is built on successful customer service interactions and effective resolution of conflict situations. Exceeding their expectation will result in customer loyalty whereas mediocre service will result in them taking their business elsewhere. 

Customers want to feel valued and companies are constantly exploring ways to retain their customers.  Having a good relationship with your customers, whether it is internal or external customers, will provide you with immense job satisfaction. 

Whatever it is that your company does, when you deliver customer service you enter into a contract with the customer, whereby they buy a product or service and you in turn “promise” to deliver a consistently efficient service. Attitude, caring, showing appreciation and willingness to serve are the most important parts of delivering valuable customer service. A great product won’t ensure customer satisfaction if employees are rude or indifferent. 

 


Ensuring Customer Satisfaction and Competitive Practice

SAQA US 252244, NQF Level 2 - 3 Credits

·     The qualifying learner will be capable of:

·      Explaining the relationship between business and the customer.

·      Providing customer satisfaction.

·      Solving problems that may lead to customer dissatisfaction.

·      Displaying appropriate behaviour when interacting with customers.

On Completion of this module the learner will be able to:

·     Identify and solve customer dissatisfaction issues using creative and critical thinking skills.

·       Work effectively with others as members of the team in communicating with all role-players to ensure customer satisfaction.

·      Organise and manage oneself and one's activities responsibly while interacting with customers.

·      Communicate effectively by using language skills in the modes of oral and/or written persuasion in resolving customer related problems.

                  

CUSTOMER SERVICE & INTERPERSONAL SKILLS

Describe the Impact of Customer Service on a Business

SAQA US 8037, NQF Level 1 - 6 Credits

On successful completion of this unit standard, the learner will be able to contribute to the cost effectiveness of the business and customer satisfaction. They will be able to demonstrate an understanding of competitive practice and customer relations based on quality service to the customer as well as to display sound business practices.

The learner will have the ability to understand, explain and apply:

·         Product knowledge

·         Product costing and service costing

·         Client requirements and market trends in service delivery

·   Principles of establishing and maintaining sound client relations (integrating appropriate communication, behaviour and conflict resolution towards customer’s satisfaction).



GROOMING

SAQA US 7800 Level 1-1 Credit

Our Grooming Training Module is designed to equip learners with the required tools to enhance their self-image and the image they portray to others. Being well groomed is an indication of taking pride in oneself, resulting in receiving respect from those you have personal interactions with. This training module includes:

A learner must understand and demonstrate the importance of displaying good personal health and hygiene at all times as well as comprehend how a professional appearance will enhance the image of the company

·         Personal Hygiene

·         Grooming and Deportment

·         Make-up Techniques

·         Corporate Image, Clothing and accessories

·         Body Language

·         Presentation Skills

·         Organisational procedures when a person is suffering an illness        


INTRODUCTION TO SOUTH AFRICA

This training course has been designed for individuals who are visiting South Africa or for those individuals relocating to South Africa on a contractual or permanent basis. This course will empower individuals and facilitate an enriched experience and understanding of South African cultures and traditions. The course modules include:

·         History of South Africa

·         South African Culture

·         Safety and Security

·         Shopping Malls, Speciality Stores and Markets

·         Food & Beverages and Dining

·         Tourism

·         Health Centres

·         Domestic Services

·         First Aid


TEAM BUILDING

Operate in a Team - SAQA US 8420, NQF Level 2 - 4 Credits

A team can be defined as a group of people who work together towards a common goal. A team can work together independently or jointly for a short or long term period. Team members usually have complementary skills which allows for the required goal to be reached successfully.

Employees could become despondent in the work environment and their work performance will be negatively affected if there is no team coherence. This is often due to a lack of effective communication, poor conflict resolution skills and the inability to assist one another.

A successful Team Building training course will assist each of the workforce team- members to improve the following skills:

·         Decision Making

·         Problem Solving / Conflict Resolution

·         Building working relationships with others

·         Communication

·         Taking risks appropriately

·         Cooperation and Participation

·         Thinking Creatively

·         Building Trust

·         Self-Management

·         Leadership

·         Goal Setting

                 

Benefits of having a team building session would include the ability to:

·         Define the company’s objectives and goals.

·         Express concerns.

·   Develop self-esteem, leadership abilities and tap into ones hidden potential by introducing new ideas.

·         Aid in discovering the obstacles to one’s creativity.

·         Improve productivity, procedures and processes of an organization.

·     Facilitate the process of identifying a team’s strength and weaknesses while improving one’s ability to solve problems.

        

A learner being declared competent against this unit standard will be able to: 

·    Operate in a team, understanding the structure of the team and the roles and responsibilities of each team member.

·         Identify and take into account external factors that influence the effective functioning & success of the team; and evaluate the accomplishment of the team.

This competence will enhance the ability of learners and workers to participate in teams. It will also contribute to ensuring that teamwork is more effective in workplaces and in provider organisation. This in turn will contribute to transforming workplaces into sites of learning