Leadership and Management

At RTC, we specialize in empowering employees at operational and supervisory levels with essential skills for personal and professional growth. Our tailor-made soft skills programmes are designed to bridge the gap for those less familiar with self-leadership concepts.

Train the trainer essentials

Effective learning is engaging, interactive, and focused on achieving clear outcomes. Successful training, mentoring, or coaching requires good planning, an understanding of how individuals learn, and essential skills such as listening, feedback, and encouraging participation and reflection. This workshop aims to develop these skills so participants can deliver more effective and impactful sessions.

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

Explain key learning concepts (for example training needs identification, learning outcomes, session planning)
Explain and use models of training
Describe the specificities of adult learning
Explain the main learning styles
Discover your own learning style and how it affects how you communicate
Examine the communication model
Examine ways to become a better listener
Uncover and practice ways to provide effective feedback
Identify and embrace some of the challenges/opportunities you may face as a facilitator

Contents

Learning needs, learning outcomes, models of training
Understanding training needs
Develop resources
Use effective communication skills during trainin
Find innovate ways to develop and distribute knowledge

Target audience

Team members who will have to train others (in a range of settings and on a range of topics). Anyone who is planning the delivery of training, mentoring or coaching

Fees

MUR 8,000 per participant

Developing new perspectives for excellent customer service

This one-day workshop develops the skills, attitudes, and tools needed to deliver excellent customer service. Participants learn effective questioning, active listening, empathy, cultural awareness, and strategies for handling challenging customers to create positive and repeatable customer experiences.

Participants completing this course should be able to:

Explain the importance of customers, customer care, customer service and customer experience
Explain the importance of customer care in their job role
Explain the link between expectations and satisfaction
Communicate effectively with customers
Handle customer requests based on prior careful identification and understanding of customers' needs and wants
Deal with challenging customers and successfully resolve customer complaints
Implement service recovery strategies and relationship building strategies and encourage customer recommendations

Course content

What is a good and bad service for the business?
Good and bad service for the customer
Stepping into your customer shoes
Why we need good service
Communication skills for better service and better sales
Customer recovery techniques and tools
Techniques for handling customer complaints and challenging customers
Tools for building long lasting relationships with clients

Target audience

Key team members, front liners, staff

Fees

MUR 8,000 per person

Essential skills for the effective team member

In this workshop participants will be able to get to grips with their organisation and the role they are expected to play within the latter. They will familiarise themselves not only with the more practical aspects of their new work environment but also with the norms and values which permeate throughout their workplace. Participants will be armed with information which will help them to better embrace their existing work culture, as well as future challenges and opportunities.

Participants completing this course should be able to:

List the main facts about own organisation
Describe work conditions and expectations
Identify existing employee benefits and their rationale
Examine the role of IT and communication with the organisation
Identify key organizational characteristics specific to industry and organisation field of operation
Describe and apply the elements of excellent customer service within own organisation

Effective communication

Communication is an essential part of our working life. It is, after all, the process by which people share information and create meaning. Effective communication is also inherent to good work relationships and employees need to not only communicate effectively as part of their role in leading, planning and organizing but also in terms of many other activities such as building rapport or receiving and providing feedback. This training aims at developing, in participants, an awareness of good workplace communication practices to enable positive relationships, and efficiency at work and ultimately a happy work environment.

Participants completing this course should be able to:

Explore how one’s own personality and that of others influences how we choose to communicate
Review how effective communication is essential within our job roles
Apply a range of effective and ineffective communication techniques and approaches
Develop and apply strategies for sustained improvements in how we communicate in the workplace.

Contents

Undertake a personality tests and uncover the role of personality in influencing how we communicate (example extroverts vs., introverts, I vs. E types)
The role and benefits of effective communication in our day to day roles within the organisation (types of organizational communications and benefits of effective communication such as improved productivity, morale etc.)
The communication process (encoding/decoding/noise/feedback) and effective communication techniques (active listening, effective feedback, tone, body language)
Improving how we communicate with others (verbal and non-verbal) through examples and practice (role play, good vs. poor communication case studies, what hinders effective communication)

Target audience

Team members, supervisors and managers

Fees

MUR 15,000 per person

Creating synergy through team work

A team is a group of individuals working collectively towards one common goal. Nowadays organizations realize that teamwork is an effective solution to respond to the increase complexity of the business environment. However, for teams to form and excel, cooperation and communication between team members is essential. Then only can the team function and create synergy. Team building activities which take place outside the work environment can foster communication and collaboration and result in team members bonding and working better together. This workshop aims at taking employees on a journey outside their work environment and comfort zone. Participants will strive to face challenges which will require them to communicate and collaborate. Debriefs and reflections on their performance can then transfer this learning to the work context.

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

Explain the roles of teams in organizational effectiveness
Observe oneself as a team player
Demonstrate resilience through team activities
Solve problems in teams and apply good communication skills
Apply creativity within teams
Transfer learning to workplace situations

Module 1: overview of team effectiveness and leadership (2 hours)

This module introduces the key concepts of team effectiveness, including communication, trust, and goal alignment. It also explores the role of leadership in fostering a productive team environment, emphasizing different leadership styles and their impact on team dynamics. Participants will gain a foundational understanding of how effective teams operate and the leader's role in driving team success

Module 2: team activities (4 hours)

This module focuses on interactive activities designed to enhance team collaboration, problem-solving, and decision-making. Through structured exercises, participants will engage in team-building activities that reinforce trust, communication, and conflict resolution. By the end of this session, participants will have practical experience in applying teamwork strategies and techniques that can be used in their professional environments

Target audience

Employees at all organizational levels

Fees

MUR 10,000 per participant

Understanding Teams and Building Team Synergy

In this workshop, trainees will explore themselves, their teams and their roles in those team through for example a Belbin test. Aspects such as accountability, responsibility and ownership are explored from an individual and team perspective. This workshop also considers how teams are made and what constitutes an effective team as well as how to build and sustain an effective team.

Participants will be able to:

Explore concepts such as EI, ownership, accountability and responsibility.
Explain and recognise the link between self-leadership and emotional intelligence and ownership, accountability and responsibility.
Examine and apply ways to increase our self-leadership and emotional intelligence, specifically in terms of ownership, accountability and responsibility.
Describe teams and their development and the characteristics of effective teams.
Identify the type of team member you are and explore the key characteristics of your team/s.
Reflect on the value you add to your team and how to improve your team/s.

Course content

What is Emotional Intelligence (EI)?

Your EI assessment
How to grow your EQ

Discover ownership, accountability and responsibility. For example:

Describe how to foster responsibility?
Acting like an owner; Ownership – how to cultivate it?
What stops people from feeling accountable in your organisation?

Discover yourself

How to: Become self-aware
Motivate yourself
Self-regulate
Communicate effectively
Show empathy

What is a team?

Exploring how teams function
How are teams formed
Effective teams
Belbin profiles
Draw your team
Conflict and communication in the team
Contribution to team
Team values and self-values
How to build our effective team?

Customer-Centric Service: Empathy and Excellence in Action

This one-day course has been designed to develop the skills and behaviours required to provide excellent customer-centric service. The aim of this course is to equip participants with the right attitude and tools needed to succeed at delighting their internal and/or external customers. Trainees are guided on how to use appropriate questioning and active listening and to show empathy. They are also exposed to the psychology of customer expectations. They are also supported in acknowledging their contribution in making the customer’s journey a success at every touch point and very importantly, a journey, customers would wish to repeat. Finally, attendees are given the opportunity to try and test ways to deal with challenging customers as well as to implement self-regulation and simple yet effective recovery strategies.

Participants completing this course should be able to:

Explain the meaning and importance of a customer-centric approach and its impact on organizational success.
Describe and apply the principles of personalization and proactive customer service.
Explain the dynamics of customer expectations, including cultural and psychological influences, and their link to satisfaction.
Communicate effectively across diverse channels while maintaining consistency and empathy.
Anticipate and identify customers' needs, wants, and expectations to enhance service delivery.
Confidently handle challenging situations, including managing complaints and resolving conflicts effectively.
Design and implement impactful service recovery strategies that turn negative experiences into opportunities for loyalty.
Build sustainable and inclusive relationships with customers, considering ethical and cultural perspectives.
Map customer journeys to identify pain points and ensure positive, repeatable experiences.
Foster team collaboration to create a unified approach to exceptional customer service.

Course content

Explain the meaning and importance of a customer-centric approach and its impact on organizational success.
Understand and apply the principles of personalization and proactive customer service
Explain the dynamics of customer expectations, including cultural and psychological influences, and their link to satisfaction
Communicate effectively across diverse channels while maintaining consistency and empathy
Anticipate and identify customers' needs, wants, and expectations to enhance service delivery
Confidently handle challenging situations, including managing complaints and resolving conflicts effectively
Design and implement impactful service recovery strategies that turn negative experiences into opportunities for loyalty
Build sustainable and inclusive relationships with customers, considering ethical and cultural perspectives
Map customer journeys to identify pain points and ensure positive, repeatable experiences
Foster team collaboration to create a unified approach to exceptional customer service

Target audience

Key team members, front liners, staff

Fees

MUR 8,000

Mastering the art of supervision

Supervisors are an important link between management and team members and as such they are crucial to business success and sustainability. Often supervisors are promoted based on their technical skills and competence. When they have to rise up to the challenge of their new role, they face considerable struggles and hardships. Supervisors may feel underprepared to cope with the new set of skills which are required for them to perform their new role in an effective manner. This course aims at addressing this issue. The programme and its content were designed with supervisors in mind. Through a series of carefully picked workshops, supervisors are exposed to new skills, strategies and tools which can be transferred with ease to the workplace.

Module 1: Self-leadership

Module 2: Communicating effectively as a supervisor

Module 3: Effective negotiation for supervisors

Module 4: Labour laws for supervisors Module 5: An overview of safety and health at work

Module 6: Well at work: time and stress management

Module 7: Creating synergy through team work

Fees

MUR 48,000 per participant

Self-management and self-improvement in the workplace

Executive or management coaching is extremely popular nowadays and many business leaders have benefitted from coaching at some point in their careers. Extending work based coaching to all organisational levels can help build an organisational culture centered around efficiency and performance. Through this workshop and using coaching techniques such as GROW, workers are encouraged to self-reflect and develop autonomy and accountability for their own performance within the workplace. This workshop aims to enable all workers to reach their true potential within the organisation.

Participants completing this course should be able to:

Undertake a personal professional SWOT and investigate findings
Explore concepts such as the Growth and Fixed mindset and how it applies to own job role
Identify ways to build on strengths within job role
Use the GROW framework to create an action plan for productivity and performance goals
Determine ways to measure and improve performance for further improvements

Course content

Personal SWOT within our professional context (30 mins)

The Growth and the Fixed mindset and how it applied to our job role (30 mins)

Building on our strengths (30 mins)

Applying the GROW method during the coaching

Target audience

Team members, operational staff, supervisors and managers

Fees

MUR 6,000 per participant

Essential skills for supervisors

Module 1: Self-leadership (managing emotions, time and stress and aspects of Emotional Intelligence)

Module 2: Communicating effectively as a supervisor

Module 3: Creating synergy through teamwork

Fees

MUR 30,000 per participant

Advanced skills for the practical trainer

Successful organisations value continuous employee development, making train the trainer courses increasingly popular. These programmes support in-house trainers in designing and delivering effective training. This 21-hour course develops participants’ ability to plan, develop and facilitate engaging training by understanding how adults learn, experimenting with teaching methods, and building confidence to achieve learning objectives successfully.

What participants will learn (broad programme content)

Defining and explaining learning
Exploring how adults learn
Writing learning objectives and outcomes based on effective training needs analysis
Planning and designing facilitation
Building an inclusive learning environment
Applying a range of approaches to deal with challenging learners
Delivering interactive training and facilitation
Communicating effectively
Assessing training effectiveness and success
Innovating to improve training sessions
Following up after training and exploring pathways.

Programme structure

Module 1: Train the trainer – the essentials (6 hours)

Module 2: Practical skills for trainers: Designing and delivering impactful presentations and training (6 hours)

Module 3: Uncovering the specificities of adult learning (3 hours)

Module 4: Design and facilitate your own training course (6 hours)

Target audience

Anyone in the organisation who will be given the responsibility to undertake training sessions for other team members.

Fees

MUR 24,000 per participant

Cultivating a food safety culture

“Food Safety Culture refers to the specific culture of a facility: the attitudes, beliefs, practices, and values that determine what is happening when no one is watching” (safefoodalliance.com, 2019). A strong food safety culture is instrumental in identifying and stopping nonconformities as well as poor practices which can be extremely costly for the business. Food safety culture is what leads all within the organisation to gain a deep understanding of what they are doing and more importantly why they are doing it. Developing a strong food safety culture is hence not something organisations can afford to ignore. The aim of this workshop is to get teams going in building their own strong food safety culture.

Participants completing this course should be able to:

Describe the role of culture and food safety culture within an organisation
Examine, identify and describe their own food safety culture
Explain steps to develop and grow a food safety culture
Identify actions to develop and implement a food safety culture in own context
Design an implementable action plan to create and grow the food safety culture within own work environment

Content

What is culture?
What is food safety culture?
Ways to nurture a strong food safety culture
Application of the acquired concepts to own organization in a practical and tangible way (learning transfer)
Target audience
Operators, team members, supervisors, managers

Fees

MUR 6,000 per person

Well at work: time and stress management

Time and Stress management is intrinsically linked to how we manage ourselves. Whether you wish to further your ability to focus and develop ‘deep work’ strategies, or strive to get better at managing yourself and your workload, this workshop is for you.

During this workshop, participants will investigate and practice a range of time and self-management tools and techniques which they can apply to both work and life. The relationship between time/self-management and emotional, intellectual and physical wellbeing will be covered to ensure that one performs optimally at work (and in life).

Participants completing this course will be able to:

Explore the importance of good time management
Identify the most common time wasters in their environment
Implement different techniques and strategies to improve time management effectiveness
Examine ways to be fit and productive at work and happily present
Explore ways to achieve a balance between work and leisure time

Outcomes

Identify the way in which they currently use their time
Describe the difference between urgent and important tasks
Prioritize tasks
Apply a range of time management techniques to life and work challenges
Examine how technology can help and inhibit self-management

Target audience

Aspiring and newly appointed managers, supervisors and team leaders and frontline staff.

Fees

MUR 8,000 per participant

Self-leadership

Self-leadership has many dimensions which if we work on and improve can help us to better lead ourselves and hence our lives (professional or personal). Within those dimensions, self-awareness and emotional intelligence are the ones which influence our sense of ownership, accountability and responsibility the most. The three also often form the basis of how employees’ performances are evaluated and monitored. Collectively they are very much linked to business success. Their absence within the business culture can have significant effects on business performance. For example, low personal accountability can lead to low morale and low productivity. The same applies to deadlines and how we manage and meet them. Relationships to deadlines rely on the other two and deadlines are central to the smooth running of the organisation.

Objective

The aim of the workshop is to explore and improve on specific dimensions of self-leadership. More specifically, the session aims at unpicking and improving participants’ ability to meet deadlines, taking ownership, being accountable.

Course Contents

The themes which will be developed throughout this interactive and experiential workshop include:

Explore the concepts of ownership, accountability and responsibility in relation to self-leadership and its dimensions (self-awareness, emotional intelligence etc.)
Explain the importance of being personally accountable
Describe what gets in the way of our own accountability
Explore and apply ways to improve our accountability
Examine the concept and mindset of ownership
Assess our own current levels of ownership
Devise implementable solutions to improve our sense of ownership
Explain why deadlines matter
Examine why we meet or fail to meet deadlines
Put strategies in place to improve our ability to manage and meet deadlines

Target audience

Team members, supervisors and managers

Fees

MUR 10,000 per participant

Workplace mental health awareness

Mental health is still very stigmatised. The lack of awareness around it can lead sufferers and those around them at a loss and exacerbate ill health. Mental ill-health has significant repercussions on the organisation as well as a cost. This introductory course, suitable for all employees, aims to introduce and develop awareness about mental health. The key issues in mental health, the common triggers of poor mental health, how to develop your own good mental health in the workplace as well as that of your colleagues are some of the themes discussed. As such the course aims to empower participants to take good care of themselves, to identify signs of mental ill health in themselves or others and to be able to talk openly about mental health within the organisation. Participants to this workshop will be given information on the next steps to qualify as a mental health first aider with MHFA UK.

Participants completing this course will be able to:

Describe the different mental illness (for example loneliness, stress, anxiety, depression)

Recognise the changes in behaviour in self or others which could indicate mental health struggles

Reflect on attitudes to mental health in own workplace and how to bring about improvements

Guide colleagues or employees towards seeking professional help

Develop some action plans to create mental health awareness within own workplace

Source and use additional learning material on the subject

Contents

What constitutes mental health.

Types of mental health issues

How to take care of self and our own mental health.

The importance of boundaries and responsibilities (do’s and don’ts)

Recognising signs of problems in others

Interacting effectively with people who are having mental health problems

The importance of and how to encourage others to seek professional help – sources of help

What next? What could be improved in our workplace in terms of mental health and how to go about it

Target audience

Managers, supervisors and team members.

Course fee

MUR 8000 per participant