Organisational Capability Unit (OCU) Training Courses

These courses are not always available. Please check training calendar for upcomig courses before registering. 

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Courageous Conversations

Overview

Communication can be one of the most challenging aspects of any relationship and is a critical component of the success of an individual, a team, or a business or organisation. Whether internal or external, successful and effective communication is a highly valued and often under- realised attribute in the workplace.

Having effective conversations in the workplace, particularly around giving and receiving feedback assists in identifying and addressing potential improvement and change, enhances relationships and business productivity, and aids in the coaching, mentoring and development of employees.

This course will give you strategies and techniques to have courageous conversations and develop and maintain effective workplace relationships.

Learning Outcomes:

  • Consider different communication styles
  • Identify and overcome communication barriers
  • Understand the role of feedback and the feedback cycle
  • Apply techniques for giving and receiving feedback

Target Audience:

This course will benefit all CDU staff, specifically those working with others in the workplace either internally or externally, face to face, phone or electronically, and those that provide formal or informal feedback to others.

No of days: One (1)

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Cross-Cultural Awareness

Overview

This session will consider cultural differences by clarifying understanding, exploring the impact of history on current issues in indigenous communities, outlining models for cultural comparison and establishing key principles for cross cultural work. It will also examine ways of organising family, networks and relationships, and the implications for those engaging with Indigenous communities.

 Learning Outcomes:

This course aims to provide participants with the ability to communicate successfully across cultural backgrounds with a focus on Aboriginal and/or Torres Strait Islander people and cultures. Specifically it will provide participants with:

1. Key ideas to understand how and why cross-cultural misunderstanding occurs

2. The impacts of individual and group values on the way people think and behave

3. Important differences in core values underlying Anglo-& Aboriginal / Torres Strait Islander communication

4. Acknowledging Aboriginal and/or Torres Strait Islander history both before and after the arrival of Europeans

Target Audience :

All CDU Employees

Duration: One (1) day

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critical thinkingCritical Thinking and Problem Solving

Overview:

A one-day course developed by the Australian Institute of Management and facilitated by Charles Darwin University.

This course provides you with the skills you need to solve problems efficiently and make decisions that are aligned to business goals. The course considers a range of models and techniques and provides practical guidance on how to implement them in your workplace.

This course is right for you:
If you want to become more adept at making decisions and solving everyday problems.

Your employer will benefit because:
You will have proven tools and techniques for identifying and responding to decision points
and challenges in a structured and considered manner.

Learning Outcomes:

  • Make the connection between problem solving and decision making
  • Apply decision making processes
  • Define problems and explore solutions
  • Utilise the attributes of an effective decision maker
  • Make ethical decisions
  • Understand decision making styles and techniques

Duration: One day


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customer serviceEnhancing Customer Service Experience

Overview:

Customers are the lifeblood of any organisation, and we need to deliver consistent excellent customer service. By understanding and mastering a few key issues you'll be able to deal confidently with any customer service situation, which in turn will boost customer loyalty and might even reduce your stress levels.


Four types of customer service
The twelve mistakes of customer service
Five things customers look for most
Ten Commandments of customer service
Key customer service communication
• Empathy
• Questioning
• Paraphrasing
• Reflective listening

Assertiveness ‐ saying no without being offensive
Positive body language
Dealing with complaints
Dealing with upset clients
Dealing with challenging people and situations
Definitions of quality
Problem solving

Learning Outcomes:

  • Used appropriate interpersonal skills including active listening and questioning techniques
  • Explored ways to discover customer requirements and upsell Practised techniques for managing situations involving difficult customers
  • Used problem solving strategies to meet customer needs


Target Audience:

This course will benefit all CDU staff, specifically those dealing with customers either internally or
externally, face to face, phone or electronically.

Duration: One (1) Day

Register here

  Business Writing at CDU

Overview:

The success of any business or organisation is increasingly reliant on the communication skills of its members. Business writing, when done effectively, is an important component of those skills and one that will contribute to improved workplace efficiency and productivity.

 This course is designed to equip participants with the knowledge and skills required to write clear, concise and effective business documents including emails, letters and reports. Participants will gain, through learning and practical exercises, the competence and confidence to develop effective business writing skills.

The course will be delivered in two parts:

  • Part 1 – Principles of good writing
  • Part 2 – Planning, drafting and editing

Learning Outcomes:

  • Identify and plan documents in accordance with CDU preferred style requirements
  • Determine audience and purpose
  • Determine format, structure and key points to be covered in the document
  • Develop and check a draft document for readability, grammar, spelling, sentence and paragraph construction
  • Understand communication protocols and etiquette

Target Audience:

This course will be of benefit to all CDU staff.

Duration: One (1) day

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Professional presentationProfessional Presentation

Overview:

Presenting to an audience of any size can be daunting to most people but is a necessary skill for staff members who deal with internal and external stakeholders on a regular basis. This course offers a range of strategies to maximise success in presenting to groups as well as offering a safe learning environment to practice techniques.
Participants will learn how to prepare and design a presentation, make the most of their voice and body language when delivering a presentation, as well as methods for handling anxiety and nerves so that they can deliver with confidence and professionalism.
Participants will be required to deliver a filmed presentation during this course. Participants will review their filmed presentation and be given constructive feedback from the facilitator. This will provide the participants with insight into how they visually present, their body language and mannerisms, and an immediate opportunity to improve.

Learning Outcomes:

  • Preparing and designing a presentation
  • Effective use of slides, handouts and questions
  • Using the voice and body to best effect when presenting
  • Handling anxiety and nerves
  • Tips for ensuring a presentation is a success

Target Audience:

This course is an introductory course for CDU staff who are new at preparing and giving presentations.

Duration: One (1) day

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lunchtime forumLunchtime Forums

Overview:

An hour lunchtime learning session aimed to enhance participants' knowledge on wide variety of topics - corporate information, relevant legislations, leadership skills, etc.

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To enrol in any of the above courses, click here Online course enrolment