HEED Preset Training Packages



Module 1 - Introduction to the HEED Program

To set the framework for the entire workshop, addressing issues such as purpose, process and results.

1. Welcome and introductions.
2. Setting the rules. (Because HEED is like no employee training you have experienced ever.)
3. What gets in the way of the learning process?
4. Understanding the basics (meaning, origin and relation) of titles;
- Employee
- Manager
- Leaders
- Entrepreneurs

Module 2 – Hello Me (Introduction to who you are in the work environment)

This module is designed to help participants examine themselves, their behaviours and their attitudes. Participants will understand why they are as they are, and will be given the tools to change those things that do not help them to be the best that they can possibly be. This module is an essential building block, as it provides the mechanism for change whilst removing any impediments that could hold one back from implementing upcoming modules.

1. Discovering your personality and that of team members, its traits and how it influences your work.
2. Making changes - to how we see ourselves, others and our interactions?
3. Putting our unconscious mind to work.

4. Resetting our mind for productivity and results.
5. Being the person we want to work with - on purpose.

6. Leadership - as a set of habits even as an employee.
7. Entitlement – Having the ‘Owner’ mindset and practicing it.
8. Understand how personalities can affect the business process.


Module 1 - Working with others

Leaders must understand how others communicate, take in information, process and make decisions, and orient themselves to their world. By learning to allow for natural differences in style and personalities, we can use the appropriate style to achieve results with others. Leaders also become more aware of their own ‘bias’ when dealing with others.

1. How to improve your impact on those around you.
2. Recognise the basic personality styles – how they communicate and make decisions.
Gain a better understanding of yourself and the people around you.
3. Build better teams.
4. Improve communication skills.
5. Reduce stress and conflict

Module 2 – Customer Service (Exciting one customer to cause a ripple effect.)

Poor customer service can hurt a company in many ways, including loss of current and future customers, loss of employees, declining revenue, and ultimately complete business failure. Since improving customer experience is one of the most important objectives a company can work toward to becoming a recognized brand and realising increased profits and sustainability, customer service management must be implemented by recognizing then addressing the causes of poor customer service before a bad reputation quickly spirals out of control. Customer service excellence training can offer proven ways for employees to manage various types of challenges. Specifically, it can show them how to handle conflict, stay calm and learn to defuse angry customers, improve communication, use emotional intelligence to enhance relationships, and use their natural abilities and talents to serve customers. These skills can help eliminate the biggest customer service complaint, which is rudeness and discourteous behaviour (tied with being unable to get a human on the phone).

Module 3 – Time Management for Productivity

In today’s busy world it is important for workers to be as effective as they can with the limited hours of time during the day. If unexpected interruptions and crises are affecting your employees’ productivity, then it is time to take control of the workday! The HEED time management for productivity training aims to increase effectiveness and reduce time-wasted activities; effectively managing emails; managing calendar and to-do list; how to prioritize and plan your day using your natural energy cycle; the basics of important decision-making of action items; and action steps to reduce interruptions and procrastination and the ability to follow a to do list to the latter.


Module 1 – Leadership Development

The importance of strong leadership within an organisation becomes evident when you look at the impact it has on employee engagement and improved company culture. With companies facing a looming shortage, organisations are tuned into the increasing need for effective leadership development strategies to drive results. HEED’s leadership series provides employees with the know how to productive development opportunities for current and future leaders, such as critical thinking and decision making, emotional intelligence, and presentation skills.

Module 2 - Leadership Vs Management

This module explores the difference between management and leadership, and the behaviors required to be successful in both capacities.
1. Managing from the left and leading from the right.
2. Recognising your leadership style.
3. Strategies for managers.
4. Strategies for leaders.
5. Balancing styles.
6. Communication systems for leaders.

Module 3 – Emotional Intelligence/EQ

All managers can relate horror stories about employees or team members who were intelligent, technically capable, and able to perform the duties their job demanded…and who wreaked havoc on their teams because their social skills or self-management capability was lacking. When it comes to individual and team success, IQ is not enough; in fact, the skill set known as Emotional Intelligence (EQ) has consistently proven to be a better indicator of individual and team workplace success. Cultivating and using the five components of EQ can have a profound positive effect on you individually as well as the people you work with.

Module 4 - The DO IT Challenge

Putting Personal & Team Development and Leadership theory to the test is what this module is all about. In this range of activities, participants gain a powerful insight into how support, encouragement, and a common purpose can lead to excitement and success for the team and its members. Individuals will experience the power of support in achieving personal goals, and many will push themselves beyond apparent limitations. This session can reawaken the desire to achieve, to grow, to succeed - where the joy of challenge is reason enough to push beyond what previously was. This session shows that the application of ‘soft skills’ leads to hard results.

There will be a series of exercises that the participants will be made to do. This will include both physical demonstrative exercises and written.