
Welcome to this course and thank you for believing in yourself!
By choosing to upskill, refresh your knowledge, or take on the challenge of a new role, you’re investing in both your personal growth and your potential to make a positive impact on those around you.

INSTRUCTIONS
ARE YOU READY?
LET’S GO
Take a moment to carefully read the instructions, and remember to download the workbook/handout, as ‘they are designed to be completed alongside the video.
Find a quiet, interruption-free space—this will help you stay focused and save time.
Enjoy the journey, and have fun!
To make sure you get the most out of this course, please ensure you’re fully prepared to begin.
Here’s a quick checklist to help you get ready:
- Tools and Materials: Gather your notebook, pens, and any required textbooks or resources so they’re organised and easily accessible.
- Time Management: Set aside dedicated time for each module in advance. Block out these sessions in your calendar to avoid interruptions.
- Distraction-Free Environment: Choose a quiet space where you can focus exclusively on the material, minimizing distractions from phone calls, emails, or other activities.
Feel free to move through the content at your own pace, and revisit materials in formats that suit you best. Let’s get started!
Under each video is a DOWNLOAD HANDOUT HERE button – please download your handout and use it alongside your video.
LEADERSHIP IS INFLUENCE NOT AUTHORITY
EMOTIONAL INTELLIGENCE AND EMPATHY
CREATING NEW HABITS
ACCOUNTABILITY
CONSISTENCY
HANDS ON COACHING – POOR WORK
HANDS ON COACHING – GOOD WORK
PRAISING AND CONSTRUCTIVE NEGATIVE FEEDBACK
COACHING AND MENTORING

POSITIVE WORKPLACE CULTURE
EMOTIONAL INTELLIGENCE WITH OTHERS
HOW TO MOTIVATE PEOPLE



FOUR (4) PHASES OF THE CUSTOMER
