NGT

Financial Services - Launceston

Date	Topic	Time	NGT Tasmania Location
Tuesday, 8th July	Effective Time Management	9 am - 1 pm	53 Canning St, Launceston
Monday, 4th August	Microsoft Word	9 am - 3 pm	53 Canning St, Launceston
Thursday, 14th August	Responsible Service of Alcohol	10 am - 4 pm	53 Canning St, Launceston
Thursday, 21st August	Conflict Resolution	9 am - 1 pm	53 Canning St, Launceston
Thursday, 18th September	Developing Telephone Techniques	9 am - 1 pm	53 Canning St, Launceston
Tuesday, 7th October	Customer Service	9 am - 1 pm	53 Canning St, Launceston
Monday, 13th October	Microsoft Excel (Basic to Intermediate)	9 am - 3 pm	53 Canning St, Launceston
Monday, 17th November	Microsoft Excel (Advanced)	9 am - 3 pm	53 Canning St, Launceston

Conflict Resolution

This workshop is designed to identify causes of conflict, deal with emotions and teach you how to defuse potential confrontation in the workplace.

• What is conflict
• Conflict at work
• Difficult aspects of dealing with conflict
• Things to avoid when dealing with conflict
• Managing yourself in a conflict situation
• Techniques for dealing with conflict (colleagues and customers)
• Communication skills
• Confidence
• Stress and stress management
• Cost - $100.00 per person

Customer Service

This workshop will explore the essential skills and knowledge required to deliver a high standard of customer service.

• Identifying your customers (internal and external)
• Creating a welcoming environment
• Transmitting a positive attitude
• 3c’s – Committed, Caring and Conscientious
• Understanding and identifying the needs of your customers (internal and external)
• Meeting and exceeding the needs of your customers (internal and external)
• Knowing your Products and Services
• Cost - $100.00 per person

Developing Telephone Techniques

This workshop will assist you in gaining effective and efficient telephone techniques which will enable you to promote a professional image of yourself and the organisation that you work for.

• How to recognise and develop friendly, well-paced tone of voice
• Develop an understanding of different aspects of communication
• Identify and demonstrate appropriate methods of message taking, holding and transferring calls
• Develop active listening and questioning skills to enable you to take control of calls
• Recognise and mange difficult calls and complaint handling
• Cost - $100.00 per person

Effective Time Management

This workshop is designed to assist in the development of individuals basic time management skills through creating awareness and developing skills in the following areas:

• Benefits of effective time management
• Your role within your organisation
• Client expectations
• Prioritising tasks and planning your day
• Tips to avoid time wasting
• Tips to establish ‘SMART’ goals
• Identifying and dealing with factors that effect goal and task achievement
• Developing ‘to do’ lists
• Time management strategies such as Delegation, teamwork
• Time Robbers and Time Savers
• Cost - $100.00 per person

Microsoft Excel

The focus of the Excel workshops is to offer training at two levels –Basic - Intermediate and Advanced. Participants are required to complete a skills analysis prior to attending a workshop to ensure that they are enrolled at the correct level. Workshops commence at 9.00am and complete at 3.00pm.

Excel Basic - Intermediate

• Understand the origins and basic uses for spreadsheets
• Create, modify, save, and close a simple workbook
• Select ranges of cells in a workbook
• Create formulas that perform calculations in a workbook
• Copy and fill data in a workbook
• Understand and use absolute referencing in a workbook
• Format cells in a workbook
• Create and work with functions in a workbook
• Create a variety of charts (graphs) in Excel
• Work with one or more workbooks at once
• Sort data into alphabetical and numerical order
• Use auto filter to display data in lists selectively
• Cost - $130.00 per person

Excel Advanced

• Use names and labels
• Use the various Lookup function
• Create and format a variety of charts (graphs) in Excel
• Use date and time functions
• Protect data in worksheets and workbooks
• Use templates to create consistency in your workbooks
• Use the various types of functions available in Excel
• Summarise data using subtotals and relative range naming
• Use a range of data analysis tools such as Pivot tables, goal seeking
• Use linking to create more efficient workbooks
• Create recorded macros in Excel
• Cost - $130.00 per person

Microsoft Word – Basic to Intermediate

This tutorial has been designed for people with a general understanding of personal computers and the Windows operating system. Participants will be required to start applications, work with and copy files and locate file folders. The course covers the basic features of Microsoft Word and works through to some of the more advanced features available.

• Understanding basic design and layout techniques
• Use the document spell check and Thesaurus
• Create, modify and attach styles
• Create index entries, page numbers and table of contents entries
• Use section to layout a document
• Use columns
• Use the 6 step merge process to merge a data source to documents or mailing labels
• Create and modify tables and control table functions such as merged cells, gridlines, text wrapping and text direction
• Work with document templates
• Apply heading styles
• Use sections to change the layout
• Insert headers and footers
• Importing data
• Cost - $130.00 per person

Responsible Service of Alcohol (RSA)

This course provides you with the skills and knowledge required to satisfy the requirements for Responsible Service of Alcohol under State legislation. All persons involved in the service of alcohol must complete this course. Training is delivered in accordance with legal provisions of the relevant liquor legislation. This course if nationally accredited training (THHBFB09B) and covers:

• Responsible service of alcohol
• Minors
• Unduly intoxicated and disorderly patrons
• Security
• Staff training
• Promotional activities
• Responsible hospitality practices
• Noise management
• Community and industry consultation regarding the conduct of the business
• Compliance with Liquor Act and other laws
• Cost - $80.00 per person