1. Introduction to Business English

2. Face-to-Face Communication

3. The Field of Creche Management and Human Resources

4. Customer Satisfaction

5. First-Aid Concepts

1. Introduction to Business English

• Introduction to communication
• Non-verbal communication
• Business writing
• Speaking, listening and reading skills
• Meetings
• Presentations
• Work readiness

2. Face-to-Face Communication

Face the Facts:

• Advantages of face-to-face communication
• Verbal and non-verbal communication
• Conquer your fears
• Factors in personality preferences

Practise Your Non-Verbals:

• Be aware of your physical appearance
• Be aware of your voice
• More about body language
• Time to watch the clock

Choose your Words Carefully:

• Suggest options instead of giving orders

Listen Closely:

• Improve your listening ability
• Give non-verbal feedback
• Delay your response
• Paraphrase and clarify
• Affirm the speaker’s feelings
• Suggest options instead of giving orders

Communicate Across the Miles:

• Communicate across the miles
• Tips to follow from afar
• Respect cross cultural preferences

3. The Field of Creche Management and Human Resources

• Education management in early childhood development
• Programmes and institutions for early childhood development
• Crèche management and the law
• Managing staff in the education of young children
• Managing learners in early childhood development
• Managing differences in early childhood development
• Managing parent partnerships in early childhood development
• Managing committees in early childhood development

4. Customer Satisfaction

Clearing the barriers:

• Customer relationship skills can build success
• Dealing with difficult people
• Burn-out: A common threat to customer satisfaction
• The secret to successful cooperation

Building the foundation:

• Understanding your customers
• The problem with customer service
• The customer is not always right
• Problem solving

Using the tools:

• Cooperation techniques
• Building motivation with customer feedback

5. First-Aid Concepts

• The medical-legal implications and principles of First Aid
• Elementary human anatomical structures
• Appropriate First Aid procedures