At the end of this course, participants will be able to:

• Implement effective organisation techniques

• Manage time

• Deliver task on schedule

• Improve communication skills

• Improve non-verbal communication skills

• Assert themselves

• Influence effectively

• Build professional working relationships

• Have a comfortable working environment

• Deal with stress

By the end of this course, participants will be able to:

• Understand anger dynamics

• Understand the myths of anger

• Know the right and wrong ways of dealing with anger

• Know techniques in controlling anger

• See differences between objective and subjective language

• Know tips in identifying the problem

• Express a feeling or position using ‘I’ messages

• Understand how to make a disagreement constructive

• Understand hot buttons and personal anger dynamics

• Understand the ‘alter, avoid, and accept’ response to anger

By the end of this course, participants will be able to:

• Understand the basic structure required of business ‘artifacts’ - agendas, email, letters, business cases, proposals, reports

• Understand the function/purpose of all of the above

• Utilise the tips and techniques provided here to determine an appropriate structure to use for business artifacts in different situations

• Define proofreading and understand the techniques in improving proofreading skills

• Define peer review and list ways peer review can help improve business writing skills

• Notice (and correct) common spelling and grammar issues in business writing

• List guidelines in printing and publishing business writing

By the end of this course, participants will be able to:

• Identify the difference between mentoring and coaching, understand the GROW model

• Identify and set appropriate goals using the SMART method of setting goals

• Understand how to identify the current state or reality of employees’ situations

• Identify the steps needed in defining options for employees

• Understand how to create a preliminary plan

• Finalise a plan or wrap it up motivating employees to work within them

• Identify the benefits of fostering trust with employees

• Identify the steps in giving effective feedback

• Identify and overcome obstacles that hinder the growth and development of employees

• Identify the end and how to transition employees to other growth opportunities

• Use both mentoring and coaching to enable long-term development through a positive relationship with employees

By the end of this course, participants will be able to:

• Understand what communication is

• Understand the different ways communication takes place

• Overcome communication blockages

• Make the most of non-verbal and paraverbal communication

• Understand and utilise the ‘STAR’ method

• Listen actively and effectively

• Ask good questions

• Use appreciative inquiry as a communication tool

• Using the ‘SPEAC’ method

• Establish common ground with others

By the end of this course, participants will understand how to:

• Recognise problems and understand the creative problem-solving process

• Identify types of information to investigate and key questions to ask

• Ascertain the importance of correctly defining a problem

• Use four different problem definition tools

• Write solid problem statements

• Apply basic brainstorming tools to generate ideas for solutions

• Successfully utilise idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method

• Assess potential solutions against criteria of cost/benefit analysis

• Perform a final analysis for successful solution selection

• Be aware of the roles that intuition and fact play in solution selection

• Understand the need to refine the shortlist and the importance of redefining it

• Successfully identify the tasks and resources required to implement the solutions

• Conduct a solutions reality check

• Conduct post-solution implementation checks to celebrate successes and identify improvements

By the end of this course, participants will have learned:

• What customer service is

• How attitude affects customers

• How to identify and address the needs of customers

• How using excellent customer service can generate return business

• How to build goodwill

• How to provide customer service over the phone

• How online tools can aid customer service

• How to deal with difficult customers

The Residential Tenancies Act 2010 has been reviewed with amendments relating to Circumstances of Domestic Violence in a tenancy.

This course will cover the reforms and what this means for your agency, to ensure compliance and agency knowledge.

At the end of this course, you will understand:

• The rights of a victim to end a tenancy immediately and without penalty

• Victims cannot be blacklisted for ending a tenancy

• Liability for property damage caused by domestic violence

• Declarations of domestic violence

• Remaining tenants’ options and rights

• What this means for you and your agency

The information included in this course is not exhaustive but looks at the key reforms relating to domestic violence in the tenancy area.

By the end of this course, participants will be able to:

• Understand what conflict and effective conflict resolution mean

• Understand all six phases of the conflict resolution process

• Understand the five main styles of conflict resolution

• Be able to adapt the process for all types of conflicts

• Be able to break out parts of the process and use those tools to prevent conflict

• Be able to use basic anger and stress management techniques

• Be able to use basic communication tools, such as the agreement frame and open questions

At the end of this course, participants will be able to:

• Understand the basic requirements for any meeting – agenda, invitations, roles, minutes, etc

• Utilise the tips and techniques provided to determine an appropriate approach to your business meetings in different situations

• Understand how technology can improve meetings

• List the logistical items that may need to be addressed for meetings

• Understand the need for following up after a meeting to ensure action

• Understand how to continually improve meetings

By the end of this course, participants will be able to:

• Define requirements for required work

• Set expectations for staff

• Establish SMART goals

• Help staff set SMART goals

• Learn to delegate appropriately

• Provide effective feedback to staff

• Utilise effective time management techniques

• Perform effective conflict resolution

• Understand how to manage effectively in different situations

• Understand what a new supervisor needs to become an effective supervisor

By the end of this course, participants will be able to:

• Describe different aspects of human resource management

• Define human resource management terms

• Recruit, interview, and retain employees

• Follow up with new employees effectively

• Be an advocate for employees' health and safety

• Provide articulate feedback to employees

• Correctly manage situations requiring discipline and termination

• Evaluate some of the strengths and opportunities for human resources in the workplace

By the end of this course, participants will be able to:

• Understand what leadership means

• Explain the 'Great Man’ theory

• Explain the 'Trait’ theory

• Understand transformational leadership

• Understand how to adapt leadership styles for the people being led

• Understand leading by directing

• Understand leading by coaching

• Understand leading by participating

• Understand leading by delegating

• Analyse Kouzes and Posner

• Conduct a personal inventory

• Create an action plan

• Establish personal goals

By the end of this course, participants will be able to:

• List the steps necessary for preparing a change strategy

• Describe the ‘WIFM’ – the individual motivators for change

• Relate the five dimensions of the ADKAR model for understanding change

• Use needed components to develop change management and communications plans

• Employ strategies for gathering data

• Utilise methods for leading change project status meetings and celebrating success

• Describe the four states of appreciative inquiry, its purposes, and sample uses in case studies

• Use strategies for aligning people with a change

• Describe the importance of resiliency in the context of change

• Explain the importance of flexibility in the context of change

By the end of this course, participants will be able to:

• Identify the best approach to a stressful situation (alter, avoid, or accept)

• Understand what lifestyle elements can be changed to reduce stress

• Reduce stress using routines

• How to use environmental and physical relaxation techniques

• How to cope with major events

• Use a stress log to identify stressors and create a plan to reduce them

By the end of this course, participants will be able to:

• Define motivation

• Realise the importance of employee motivation

• Understand methods of improving employee motivation

• Understand the theories pertaining to employee motivation (with particular reference to psychology)

• Recognise different personality types and how they fit into a plan for employee motivation

• Set ‘SMART’ and defined goals

• Understand how to maintain motivation in themselves and their employees

This course covers:

• What to do when a natural disaster causes damage to leased property

• Agent's responsibility for properties with loose-fill asbestos insulation

Information is to be used as a guide for real estate agents.

By the end of this course, participants will be able to:

• Analyse and refocus for more productive outcomes

• Implement techniques to engender self-discipline and respect for themselves and others

• Adapt to impromptu requests and learn to say ‘no’ when required

• Attend to your needs promptly and efficiently

• Become more organised in daily life

• Understand how to develop a more sharing and accepting attitude toward others

By the end of this course, participants will be able to:

• Understand the basic requirements for developing a proposal

• Follow the approach provided to help develop focused, high-quality proposals

• Utilise the tips and techniques to determine an appropriate structure to use for proposals in different situations

• Make good use of illustrations in proposals

• Define proofreading and understand the techniques in improving proofreading skills

• Define peer review and list ways peer review can help improve proposals

• Notice (and correct) common spelling and grammar issues in proposal writing

• List guidelines in printing and publishing a proposal

This course requires students to deliver a short speech in lieu of a series of short answer questions.

By the end of this course, participants will be able to:

• Identify the different types of public speaking opportunities

• Identify the message

• Write a speech

• Use humour effectively

• Deal with criticism

• Manage nervousness

• Deliver a speech

• Handle questions change the pace based on the audience’s reactions

By the end of this course, participants will be able to:

• Understand the language of sales

• Prepare for a sales opportunity

• Begin the discussion on the right foot

• Make an effective pitch

• Handle objections

• ‘Seal the deal’

• Follow up on sales

• Set sales goals

• Manage sales data

• Use a prospect board

This course covers guidelines put in place by NSW Fair Trading to combat underquoting on property prices.

Agents are bound to make honest and reasonable estimates of selling prices and must keep records to demonstrate what information they relied on to make those estimates.

This Elective CPD covers:

• Property and Stock Agents Act provisions

• Relevance of Australian Consumer Law (ACL)

• Methods for an agent to estimate selling price

• Appraisal of property

By the end of this course, participants will be able to:

• Identify management commitment

• Understand company safety and health policy statement

• Determine labor and management commitment

• Explore employee involvement

• Introduce the safety committee

• Determine hazard identification and control

• Understand accident/incident investigation and training

• Undertake periodic program evaluation

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more effectively and rapidly. With that in mind, let's review our goals for this course.

By the end of this course, participants will be able to:

• Understand the basic types of negotiations and the phases required for success.

• Understand the concepts: WATNA, BATNA, WAP, and ZOPA

• Complete the groundwork for negotiation

• Identify what information to share and what to keep to yourself

• Basic bargaining techniques

• Identifying mutual gain strategies

• Reach consensus and set the terms of agreement

• Deal with personal attacks and other difficult issues

• How to use negotiating processes in our everyday life

• How to negotiate on behalf of someone else

This course covers the planning for and renewal of leases and tenancy agreements, including:

• Agency renewal patterns

• Scheduling lease and tenancy agreement expiry with the view to secure renewals

• Property inspections for maintenance

• Reporting to tenants prior to renewal

• Negotiating conditions of lease or tenancy agreements

• Preparing lease or tenancy agreement documentation in line with legislative requirements