supervision, management & leadership · we offer training courses for individuals, teams and...

Supervision, Management & Leadership

2019 COURSE PLANNER + CALENDAR

BRIGHTSTAR.CO.NZ/MANAGEMENT

ASSERTIVENESS • LEADERSHIP • MANAGEMENT SKILLS • FACILITATION SKILLS • CONFLICT MANAGEMENT •

SELF-CONFIDENCE • PEOPLE MANAGEMENT • NEGOTIATION • BUSINESS WRITING • FINANCE •

We train your people for success

CONTENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .PAGE

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

In-house & Public Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Assertiveness, Influencing & Conflict Management for Women . . . . . . . . . . . . . . . . 5

Advanced Contract Law for Non-Lawyers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Business Finance & Accounting for the Non-Financial Manager . . . . . . . . . . . . . . . . 7

Clear & Concise Business Writing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Contract Law for Non-Lawyers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Developing Assertiveness and Self-Confidence at Work . . . . . . . . . . . . . . . . . . . . . . 10

Facilitation & Presentation Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Finance & Accounting Essentials for the Non-Financial

Manager in the Public Sector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Leadership Development for Women . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Management Skills for New Managers, Team Leaders & Supervisors . . . . . . . . . . 14

People Management Skills for Technical Professionals . . . . . . . . . . . . . . . . . . . . . . 15

Strategic Negotiation and Influencing Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Email Mastery: Get More Done In Less Time and Communicate Better . . . . . . . . . 17

Unconscious Bias, Diversity and Inclusiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Strategy Builder: From Operational to Strategic Thinking . . . . . . . . . . . . . . . . . . . . 19

Dealing with Difficult People & Different Personalities . . . . . . . . . . . . . . . . . . . . . . . 20

Working Safely with the Public - Dealing with Confrontation, Intimidation

& Aggression . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Project Management Essentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

First Impressions: Delivering Outstanding Customer Service . . . . . . . . . . . . . . . . . 23

Planning, Problem Solving & Decision Making . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Bespoke Leadership programmes designed for your organisation . . . . . . . . . . . . 25

Meet our Facilitators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Public Course Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-28

To save, check Super Saver closing dates online

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WELCOME TO BRIGHTSTAR

We Train Your People For Success . We Train Individuals . We Train Teams .

Brightstar Training specialises in training your teams in the following areas:

Brightstar Training also offers specialist courses in:

Professional development which is attuned to both your business & staff needs, that gives great value for money and has minimal disruption on daily operations is no small feat. With 20 years’ experience designing and delivering training courses and bespoke programmes, Brightstar’s public courses, in-house and customised training options make it easy to bring about real change, with real results.

Trusted for over 20 years by over 3500 organisations to provide world class corporate training.

Supervision, Management & Leadership

Marketing & Sales

CustomerService

Human Resources/L&D

Health & Safety

Operations & Production

Finance, Accounting

& Legal

Procurement, Supply Chain & Distribution

PA/Admin Support

Property& Facilities Construction Energy

& Utilities

Emergency / First

Responder Public Sector Health

Brightstar .co .nz

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Brightstar Training is New Zealand’s leading provider for corporate training . We offer training courses for individuals, teams and whole organisations .

PUBLIC COURSES

Training and professional development from our extensive public course calendar.

Ideal when you have only a few people to train and is perfect for individuals and small groups. The course outline is set, and you’ll learn and network alongside people from other organisations who are interested in the same topic. We run courses in Auckland, Wellington and Christchurch.

See our 2019 calendar on page 27-28 Brightstar .co .nz/calendar

CUSTOMISED TRAINING

Training and professional development for your whole team.

This option is ideal when you have a group of people looking for the same training. It is a very cost-effective option and Brightstar can fully customise the course content to make it highly relevant for your team and specifically tailored to your organisation. Choose from over 250 courses.

• Impartial advice to guide you to the right training solution

• Customised course content to meet your organisation’s needs

• Programme duration can flex to fit availability of your teams

• Experienced facilitators matched to your specific needs and industry

• Consistency, ensuring all staff learn a similar approach

• Train more people for less and save on travel/accommodation costs

• Our ongoing support and advice to embed learning, creating true results

• A seamless service that takes away all your concerns about time-consuming logistics

Brightstar .co .nz/inhouse

Brightstar have been a true pleasure to deal with on the several occasions we have worked with them. They went to real lengths to understand our environment and tailor a training package to meet our needs. Very responsive, friendly and entirely professional. I highly recommend them.

HEATHER LAMOND, ASSOCIATE UNIVERSITY LIBRARIAN (CLIENT SERVICES), MASSEY LIBRARY

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PUBLIC COURSE DATES

Assertiveness, Influencing & Conflict Management for Women

19-20 February 2019, Wellington

19-20 March 2019, Auckland

1-2 May 2019, Wellington

11-12 June 2019, Auckland

18-19 September 2019, Wellington

19-20 November 2019, Auckland

If you are a manager looking to find the balance, get things done and get what you need whilst building your credibility and integrity, this is the course for you . Gain a clear understanding of what assertiveness looks like, and what it doesn’t . Assertive behaviour enables us to act in our best interests and exercise personal rights without violating the rights of others or damaging relationships .

KEY LEARNING OUTCOMES:

• See through the common myths around gender communication• Learn how social conditioning is influencing your communication• Learn the pitfalls to avoid around communication, credibility and conflict• The Assertive Woman – this can be you• The art of assertiveness – what does it take to cultivate it?• ‘Assertiveness’ and ‘Aggressiveness’ – what is the difference?• Exploring your skills in speaking up, being clear and authentic• Saying “no” when you need to and feeling great about it• Cultivate your power and influence• Tackle conflict and courageous conversations

FACILITATOR: PAMELA CRONIN

Pamela’s workshops are relaxed, fun and packed with current thinking, rich discussion and engaging activity. With 20 years of experience as a learning and development specialist, Pamela is a sought-after consultant and facilitator, working with large and small clients throughout New Zealand. Pamela majored in Innovation and New Ventures, and Service Management as part of her MBA and she is the inaugural author of the NZ Guide to Training and Development (Brookers).

AVAILABLE AS PUBLIC & IN-HOUSE

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PUBLIC COURSE DATES

Advanced Contract Law for Non-Lawyers

12-13 June 2019, Wellington 16-17 October 2019, Auckland

An advanced version of Contract Law for Non-Lawyers, this course addresses the most recent and more complex contract law issues faced by executives . You will examine the issues in contracts – from conception to completion, including risk and dispute management, and termination in the event of a breach or disagreement .

You will learn how judges deal with issues of interpretation of contracts, and what you must do to ensure that ambiguity is avoided in documentation . The course features recent case studies of judges’ decisions, and their impact on contract law and practice .


• The formation of process contracts and the associated risks• Developing an appropriate structure for contracts• How to design risk management processes for organisational contracting• The legal rules which govern termination in contracts• The rules relating to liquidated damages in contracts• Drafting a dispute resolution process for contracting

FACILITATOR: TERRY REID

A popular leading specialist in legal training, Terry Reid combines teaching with legal consultancy work across Asia and the Pacific. Terry has over 20 years’ as a barrister and solicitor as well as teaching experience at a tertiary level, having begun to lecture law after time in legal practice. Terry was educated at the University of Auckland and University of Melbourne and now mixes teaching, a law practice and legal consultancy.

ADVANCED CONTRACT LAW FOR NON-LAWYERS REFRESHER COURSE

1-day course – 18 November 2019 in Auckland .

Visit the website for more information .


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PUBLIC COURSE DATES

Business Finance & Accounting for the Non-Financial Manager

6-8 May 2019, Auckland27-29 May 2019, Wellington5-7 August 2019, Auckland17-19 September 2019, Wellington

As a manager, your performance is frequently measured by how effectively you oversee departmental or business unit budgets. This course is specifically designed to assist the new manager or technical expert who has been successful in promotion and is now leading a business unit, department or company . This in-depth and intensive 3-day course is designed specifically for you.


• Clarity and confidence in your knowledge of business finance & accounting principles and terms

• The ability to connect facts with figures and communicate with your Executive Leadership Team in financial terms

• Understanding the building blocks of the financial control of your business unit• Insight into how cash flow must be managed• Understanding of deep impacts of cost, price & discount decisions• The building blocks to assist you in budgeting• Knowledge of how to deploy your new understanding of finance & accounting in your business

decision making, including investment and project appraisal.

FACILITATOR: BILL BUTLER

Bill has a wealth of training experience gained in a variety of organisations and cultures following his entry into the personnel development field. Before that he was General Manager of the New Zealand Institute of Chartered Accountants recently merged with Institute of Chartered Accountants of Australia. He has a strong background in management and with his qualifications in Accounting, Business Management and Psychology, he is able to present a diverse range of programmes to Senior Management and support staff alike.

To save, check Super Saver closing dates online.Applies to all Public Course dates.

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Clear & Concise Business Writing

13-14 June 2019, Auckland23-24 October 2019, Wellington

A business is judged on its communication . The style, tone and presentation of letters, e-mails, web content, e-newsletters, job advertisements and promotional materials all reflect the company’s calibre and culture .

This 2-day training course is designed to help you articulate your business message in a clear and concise manner that appeals to your customer – whomever that customer might be .

We’ll go back to basics and get to grips with the fundamentals of grammar and punctuation, learn how to structure (a sentence, a paragraph and a document) and share sensible tips that will help you write more efficiently and persuasively.

This course is ideal for anyone who wishes to improve their written business communications, and especially EAs, PAs, small business owners, managers, supervisors and non-marketers who’ve been handed some marketing responsibilities .


• Recognising why it can be tricky to communicate in writing – and how to overcome these challenges

• How to create a clear, relevant message that connects with your target audience and gets results

• How to adjust your message to suit different target audiences and/or marketing channels• How to self-edit and proofread• Acknowledging and addressing your own particular writing issues

YOUR FACILITATOR: LIZZIE BRANDON

Lizzie is a former BBC Radio producer/presenter, who worked at local, national and international level. Lizzie has also been involved with public relations for more than 17 years and nowadays is a copywriter and content strategist and facilitator.

PUBLIC COURSE DATES

“Quite often, it’s not what we say, but how we say it. If we don’t communicate in the same terms as our target audience, our message can be misunderstood or lost. I can help you craft clear, succinct and specific messages which hit the mark with your readers.”

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Contract Law for Non-Lawyers

19-20 February 2019, Auckland21-22 February 2019, Wellington6-7 June 2019, Auckland10-11 June 2019, Wellington14-15 October 2019, Auckland10-11 October 2019, Wellington

An essential course that explores details such as when a contract will be required, when you have a contract (and don’t necessarily know it), what types of contracts exist and the effect of laws on your contractual arrangements . This popular course also scrutinises what happens when things go wrong, how you can get out of a contract, options for assessing damages and remedies for breach and looking at the contractual implications of working in an e-commerce environment . You will grasp the crucial ingredients required for a good contract, and gain tips for understanding contractual material .


• Learn the essential ingredients to a contract• The offer, acceptance and certainty• Create contracts that can be enforced• Lessons on how to create good contracts – form, content• Reviewing your contract from a risk management perspective• Tips for reading contracts• Estoppel – the double-edged sword• Statutory impact on contract law• When contracts can be set aside• Reviewing remedies for breach or repudiation• Assessing damages – what are your risks?

FACILITATOR: TERRY REID

A popular leading specialist in legal training, Terry Reid combines teaching with legal consultancy work across Asia and the Pacific. Terry has over 20 years as a barrister and solicitor and teaching experience at a tertiary level, having begun to lecture law after time in legal practice. Terry was educated at the Universities of Auckland and University of Melbourne and now mixes teaching, a law practice and legal consultancy across Asia and the Pacific.

PUBLIC COURSE DATES


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PUBLIC COURSE DATES

Developing Assertiveness and Self-Confidence at Work

6-7 March 2019, Auckland22-23 May 2019, Wellington5-6 June 2019, Auckland7-8 August 2019, Wellington3-4 September 2019, Auckland19-20 November 2019, Wellington

Achieving successful working relationships with colleagues is not always easy . However, there is a balance where you can attain the best from colleagues, earn their respect and create a more constructive working atmosphere .

This training course will provide practical guidance on how to handle and manage a wide range of workplace situations, so that you can achieve personal goals and contribute to your organisation’s success with a more confident approach.


• Overcome feelings of intimidation, fear of failure and self-doubt• Recognise and use the right interpersonal language• Manage conflict and anger in your workplace• Effectively set boundaries to manage the conflict• Use assertiveness skills to increase your influence• Influence through listening and questioning• Understand and manage your 10 Personal Assertiveness Rights• Deal with criticism and demands• Confront and resolve difficult or sensitive issues• Learn how to say “no” without confrontation• Work out how to gain commitment to long term outcomes

FACILITATOR: KEITH MCGREGOR

Keith is a registered psychologist and coordinator of the industrial/organisational special interest group for the Occupational Division for the NZ Psychological Society and Human Resource Institute of New Zealand. He has a long history of working as an industrial psychologist (including with the Royal NZ Airforce) and is a director of a psychology practice. His passion is to make psychology practical in the workplace.


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Facilitation & Presentation Skills

31 July – 1 August 2019, Auckland10-11 August 2019, Wellington

This 2-day course is designed to give you the skills to expertly:• Manage group dynamics• Facilitate teams, groups and meetings• Present for quality outcomes

No matter what role, level, organisation or industry, we all need to lead groups and teams, facilitate outcomes and present to a variety of audiences . Employees often dread being asked to present to a panel, lead a group discussion or talk at a conference and yet these are the opportunities that set people apart and provide enormous value to organisations today .

There’s an art to both facilitating groups and presenting, and the good news is the skills, techniques and tools can be learnt . Whether you are new to facilitating and presenting or are looking at refreshing your skills, this course will give you the toolkit you need to feel confident, look confident and deliver powerful results.


• Greater confidence, self-belief and a valuable toolkit • A great understanding of group dynamics• The basics of effective and efficient meetings (whatever context)• A picture of success as a great facilitator of groups• A toolkit of techniques, tools and ideas when facilitating a group in any situation, ensuring

outcomes are met and relationships are intact• Your unique “Personal Impact Plan” whether facilitating groups or presenting• A clear understanding of how to present effectively and better manage nerves• A toolkit of techniques, communication and tools for many types of presentations

FACILITATOR: PENNY HOLDEN

Master facilitator, high-calibre industry-recognised trainer, and people and culture capability consultant, Penny Holden brings 20 years’ business and workplace experience, expertise and knowledge. With an extensive background in behavioural sciences, psychology, education and organisational development and people capability, she applies this in simple and effective ways to her workshops and projects. Penny is particularly recognised for her ability to work with anyone at any level with respect and robust, appropriate learning methods .

PUBLIC COURSE DATES


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Finance & Accounting Essentials for the Non-Financial Manager in the Public Sector

20-21 March 2019, Wellington30-31 July 2019, Wellington12-13 November 2019, Wellington

Are you a Manager, Leader, or in a supporting role in Government or the wider Public Sector and need more knowledge and confidence around how accounting, finance & budgeting plays into the success of your role? This in-depth and intensive 2-day course is designed specifically for you .

Gain competent and confident knowledge of accounting, budgeting and finance principles, as they apply in your environment, to help you to discharge your role and responsibilities effectively.


• Clarity and confidence in your knowledge of finance & accounting principles and terms specific to the Government and wider Local Authority environment

• The ability to connect facts with figures and communicate with your Executive Leadership Team in financial terms

• Understanding the building blocks of the financial control of your business unit or area of responsibility

• Insight into cash flow, cash flow statements and how cash must be managed• Understanding of deep impacts of cost• The building blocks to assist you in budgeting• Knowledge of how to deploy your new understanding of finance & accounting in your decision

making, including investment and project appraisal, where appropriate.

FACILITATOR: BILL BUTLER

Bill has a wealth of training experience gained in a variety of organisations and cultures following his entry into the personnel development field. Before that he was General Manager of the New Zealand Institute of Chartered Accountants recently merged with Institute of Chartered Accountants of Australia. He has a strong background in management and with his qualifications in Accounting, Business Management and Psychology, he is able to present a diverse range of programmes to Senior Management and support staff alike.

PUBLIC COURSE DATES

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PUBLIC COURSE DATES

Leadership Development for Women

26-27 March 2019, Auckland21-22 May 2019, Wellington25-26 July 2019, Auckland14-15 August 2019, Wellington23-24 October 2019, Auckland28-29 November 2019, Wellington

Even the most competent women leaders sometimes need time to step away and gain clarity about their strengths, focus or direction . This course challenges you to really think about your identity as a leader, consider where you need to focus your development, and to work intentionally to make it happen .

While both men and women are equally capable of truly great leadership, research shows that men and women can be very different in how they operate as leaders, promote their talents, and reach for opportunities . In this course, we explore ways to develop the mindset, behaviours and clarity that will help you progress as a woman in a leadership role .


• Appreciate leadership evolution and valued ideas from recognised thought-leaders• Recognise the strengths and talents that you bring as a leader• Clarify your personal values and explore how you really feel about your purpose• Avoid common pitfalls that can typically hold women back as leaders• Consider how influence, power and EQ underpin the way you operate as a leader• Explore the core dimensions of high-performance teams and culture• Boost your confidence to self-promote and establish your leadership presence• Find ways to optimise your work-life integration, creating better balance and focus




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Management Skills for New Managers, Team Leaders & Supervisors

21-22 February 2019, Auckland 4-5 April 2019, Wellington26-27 June 2019, Auckland14-15 August 2019, Wellington11-12 September 2019, Auckland29-30 November 2019, Wellington

Most new managers and supervisors are literally thrown in the deep end, but managing people requires a completely different skill set than managing tasks. The transition from being an individual contributor to someone responsible for the work of others and team performance results in a steep learning curve .

Learn how to motivate, delegate, communicate and lead . Play to your strengths and improve on key weakness areas . With an emphasis on building high achieving teams, dealing with an increased workload and developing the influence, assertiveness and confidence necessary to be an effective manager or supervisor – this course will ensure you hit the ground running.


• How to grow successfully into becoming a manager or supervisor• Defining your new role and responsibilities so that you have clarity of purpose• Keys to motivating and engaging your team• Tips & tricks to communicating effectively with different personalities in your team• How to assert yourself as a new manager• Handling difficult situations with success• The fundamentals of managing & motivating people for improved performance• Set team goals, roles and expectations• Plan and manage your new and greater workload• Know what success is as a manager

FACILITATOR: ELAINE MCMEEKING

Elaine has a reputation as one of New Zealand’s most effective management training professionals. For the last six years she has worked as a management and training consultant for several large organisations, focusing on the areas of personal efficiency, performance management and appraisal, presentation, facilitation, sales and customer service. Elaine’s enviable academic achievements and international experience as a management training specialist is complimented by her friendly and open facilitation style.

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People Management Skills for Technical Professionals

18-19 February 2019, Auckland8-9 April 2019, Wellington30-31 July 2019, Auckland20-21 August 2019, Wellington6-7 November 2019, Auckland

Going from being a technical expert to a leader of people often requires a different focus. A fundamental challenge for most leaders is motivating good performers to keep up the good work and coaching poor performers to do better, as well as managing the people above . This 2-day training course is designed to provide an understanding of how people behave in the workplace together with simple but effective tools to guide and motivate staff, and to deal constructively with performance issues . The workshop is skills-based, interactive and even entertaining .


• The role of the manager and clarifying expectations• Understand organisational realities• Avoiding common management pitfalls and traps• The role of emotion in management• Understand how to improve relationships and influencing through listening• Communication styles and communicating successfully• Delegation, autonomy, empowerment and motivation• Coaching and development• Managing resistance and motivating positively• Addressing difficult performance issues and challenges• Building high performing teams

FACILITATOR: KEITH MCGREGOR

Keith is a registered psychologist and coordinator of the industrial/organisational special interest group for the Occupational Division for the NZ Psychological Society and Human Resource Institute of New Zealand. He has a long history of working as an industrial psychologist (including with the Royal NZ Airforce) and is a director of a psychology practice. His passion is to make psychology practical in the workplace.

PUBLIC COURSE DATES


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PUBLIC COURSE DATES

Strategic Negotiation and Influencing Skills

13-14 March 2019, Wellington8-9 May 2019, Auckland3-4 July 2019, Wellington21-22 August 2019, Auckland16-17 October 2019, Wellington26-27 November 2019, Auckland

Strategic Negotiation and Influence is about understanding how to lead the negotiationprocess, uncover positions, know your priorities and use proven techniques that allow youto influence the outcomes of your negotiation.

In this highly-interactive training course, you will start developing the skills you need to tacklea wide range of negotiation situations with colleagues, clients, staff, suppliers… even yourboss. Whether you’re looking for more confidence in negotiations, or you are motivated to findbetter ways not to ‘ruffle feathers’, this course will help you to optimise your approach andstart applying sound strategies to improve your negotiation relationships and results .


• Discover how you can build your credibility and confidence as a negotiator• Examine your personal negotiation style and what that means in practice• Explore how collaboration can influence a outcome• Identify the stages of a negotiation so you can confidently navigate the process• Use simple preparation tools that can amplify your clarity and focus• Consider common persuasion techniques that can help to shape your argument• Recognise how having a “BATNA” can add real value to your negotiation outcomes• Think about key ways that you can strengthen your approach to bargaining




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PUBLIC COURSE DATES

Email Mastery: Get More Done in Less Time and Communicate Better

03 April 2019, Auckland 10 April 2019, Wellington

A huge pain point in your working environment is having too much to do in too little time, which can also be compounded with increased workloads from downsizing, mergers and cost reductions . To make matters worse, the technology of your business tools is constantly changingand evolving, so this course will have triple impact for you. Firstly, it will significantly enhance your productivity and enjoyment of your business tools . Secondly, it will make you the superstar of your organisation when you bring back easy, how-to computer tips that will show each staff member how to free up at least two working weeks (think of the overall savings to your organisation) . Thirdly, it will enhance your communication and persuasion skills, helping you to be much more memorable and persuasive .


EMAIL, EASING YOUR PAIN; ENHANCING YOUR TIME SAVING GAINHow-to tips that remove those dreary time-wasting repetitive actions no matter what email programme you use• How to automatically sort, prioritise answer incoming email • Easier management of multiple inboxes• Never retype • Managing calendars and tasks better• Never letting the ball drop with clever use of Tasks• Timesaving tips on emailing outside of office hours• How you turn contacts into a superb database and CRM programme• Amazing functions hidden within Contacts • Importing and exporting information between Outlook and Excel• Cloud (online software) free programmes - understanding and using the free software better

(Google Drive, OneDrive, Dropbox)

FACILITATOR: DEBBIE MAYO-SMITH

Debbie is the most sought-after productivity speaker / trainer in Australasia and sits in the top 7% of motivational speakers worldwide. Often rated as the top presenter at conferences and companies she works with, people love Debbie’s warm, relaxed style. You’ll find her content entertaining as well as practical and you’ll be moved from feeling stressed to empowered. Overloaded, to in control.


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Unconscious Bias, Diversity and Inclusiveness

3-4 April 2019, Auckland 2-3 July 2019, Wellington 5-6 September 2019, Auckland

Unconscious bias is something we all have, and it actually makes us human . After all, we couldn’t have survived or evolved without our brain’s capacity to quickly and subconsciously process thousands of pieces of information in the time it takes to blink an eye . Even when we think through things, we assume that we are rational, self-controlled and unemotional, however, our biases can prevent us from taking in all the relevant information .

Organisations today are made up of people from multiple generations, cultures, and family circumstances . Modern organisations want to help their people navigate the ever-changing demographics of the work force and wider social norms and examine the systems, practices and attitudes embedded in their organisations that may inadvertently exclude people or even be discriminatory .


• Unconscious bias and how biases are formed• Types of bias e.g. confirmation bias, affinity bias• How it affects our decision-making and the implications• Practical strategies on how to identify and address biases in your workplace• Support and guidance for employees experiencing bias or who identify a practice that

needs to change• How to create and examine systems to provide transparent measures, reporting and

accountability on progress to mitigating bias• How wellbeing and resilience is part of the journey to mitigating bias

FACILITATOR: SAMANTHA PATEL

Samantha Patel is a Registered Forensic and Organisational Psychologist with almost 20 years’ experience working across NZ, Australia and the UK. Samantha’s ability to engage her audiences and talk about difficult issues in an everyday way, allows her to raise awareness about unconscious bias, and highlight easily implementable solutions that creating lasting change.

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Strategy Builder: From Operational to Strategic Thinking

Those in senior positions in organisations, and those on the way up, will discover that it is critical to move from operational to strategic thinking to continue to succeed .

Unlike operational thinking which is focussed on the details of ‘making things happen’, a strategic perspective is concerned with ‘what things’, ‘why’ and ‘how’ . Strategic thinking brings together the individual functional areas of an organisation - finance, human resources, marketing, supply chain management, accounting, and information systems in a way that enables you to understand the ‘big picture’ of how these elements work together to win overall .

From Operational to Strategic Thinking is a practical course based on the bestselling Strategy Builder book and provides you with an approach to systematically address your organisation’s strategic challenges . You will emerge from the course with a refreshed perspective and be able to implement a structured approach to strategic thinking, development and communication .


• Develop an understanding of the latest strategic thinking concepts and frameworks• Understand the classic approaches to the strategic management of organisations• Gain new frameworks for analysing, evaluating, and modifying organisations’ strategies in light

of changes in business and political environments• Foster an understanding of the role of leaders in the strategic thinking process• Be able to communicate your strategic thinking in different contexts and environments• Align your department or work team with wider organisational objectives and strategic goals• Learn through case examples, videos and discussions on ‘live’ strategic issues facing executives

today

PAST ATTENDEE TESTIMONIAL

“Strategic Thinking was a very practical and worthwhile course. Often, we think “Strategic or strategy” is a complex piece of work. This course broke it down and demonstrated we can ALL develop

an achievable and practical plan to WIN!”

DEBBIE HOURIGAN, SENIOR MARKETING MANAGER, ANZ

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IN-HOUSE

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Dealing with Difficult People & Different Personalities

Gain the skills and confidence to deal with challenging personality types. Learn how to keepyour composure and avoid escalating the problem when interacting with unreasonablepeople .

Through practical exercises and drawing on our facilitator’s vast experience and psychologybackground, you will be empowered to pick your battles, turn around negative behavioursand attitudes, communicate effectively, and set clear boundaries for what you will and willnot tolerate .


• Explore the psychology behind different personality types - what makes a “difficult” person?• Learn how the conscious and subconscious mind shape behaviour• Learn your triggers - which people will you perceive as more difficult than others?• Manage the emotions in the workplace• Avoid unintentionally escalating the problem• Tips to remain calm and stress-free in tense situations• Understand the praise and punishment trap• Key techniques to communicate effectively to handle difficult people• Match your communication style to different personalities• Explore how you can be soft on the person and firm on the issue• Using assertiveness to address difficult behaviours• Constructively manage complaints and aggression• Create permanent behaviour change without having to confront

PAST ATTENDEE TESTIMONIAL

“I learnt new skills about how to change my behaviour andhow to address issues to get difficult people on my side.”

CHRISTINE PARKER, AVIATION ADMINISTRATION OFFICER, Z ENERGY

AVAILABLE AS

IN-HOUSE

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Working Safely with the Public - Dealing with Confrontation, Intimidation & Aggression Working face-to-face with the public is exciting, varied and rewarding . It is also unpredictable, with some interactions involving aggressive, antagonistic or derogatory behaviour . Front-line staff and their leaders are required to manage a variety of situations involving an element of risk .

This unique course is relevant for anyone who works with the public, as confrontation, intimidation, aggression, and even violence is an increasing threat . Although many such incidents go unreported, there is a growing acceptance that threats or intimidating behaviour can cause significant harm such as the loss of personal and professional confidence, psychological stress and subsequent low morale in the workplace . Despite many workplaces having a zero-tolerance approach towards violence, employees still feel unsafe .


• An understanding of confrontation, intimidation, aggression and violence• The recognition and management of risk• Strategies to de-escalate• An opportunity to review current organisational policies/practices• Post-incident debriefing• Enhancing resilience to help employees thrive personally and professionally

Participants can engage in role play scenarios to apply the learnings and develop anindividualised action plan to support them in managing risks.

WHO SHOULD ATTEND:

• People working with the public, undertaking home visits or inspections• People with enforcement or compliance roles, Frontline staff, Team Leaders & Managers

FACILITATOR: SAM PATEL

Sam is a Registered and Forensic Psychologist with almost 20 years’experience working in clinical and organisational settings covering veryhigh risk, high pressure environments in NZ, Australia and the UK. Sam is an outstanding facilitator; her expertise and practical experience ensures very grounded and pragmatic training.

AVAILABLE AS

IN-HOUSE

You may also be interested in Developing Resilience

22

Project Management Essentials

This intensive, 2-day training course focuses on how to maximise value for the project and organisation by applying project management essentials . Most time is spent on the 20% of effort that delivers 80% of project value.

During this course, you will be given a solid introduction to project management tools, techniques and methodologies, including international trends and best practice project management techniques . You will be taken through a project life cycle from project initiation to the close-out stage and explore project scheduling software .


• Learn how to develop and lead successful project teams by getting it right from the beginning• Communication techniques for managing the project• Plan your project - keys to successful completion• Understand the key steps in designing, planning, scheduling and implementing your project• Track your project’s progress - tracking & measurement tools• Explore project scheduling• Arm yourself with effective tools for assessing and managing project risk• Develop key project cost management skills to accurately estimate how much a project will cost• Understand the contracting process for project management to gain better control over

achieving your objectives• Techniques for closing out your project

WHO SHOULD ATTEND?

Project management is required by many roles. This foundation course is ideal for those new to project lead responsibilities or for those needing to formalise and upskill.• Project Lead/Manager• Project Administrator• Business Analyst• Policy Advisor/Manager• Technical Manager

AVAILABLE AS

IN-HOUSE

23

First Impressions: Delivering Outstanding Customer Service

“Customer Service is not a department…it’s everyone’s job.”

In a world of instant feedback and viral media, the loyalty of a customer takes an age to gain and a second to lose. Every interaction at every part of the organisation affects the experience and impression your customers, stakeholders and audiences leave with . As a result, it is crucial that all touchpoints of an organisation are brand ambassadors to deliver exceptional customer service .

Whether you are responsible for the customer experience in your organisation, part of the front line or are internally focused, you can always contribute to exceptional customer service . In this course, with the facilitator, you will explore how the small things people do, say and write, together with how internal teams interact to address issues and queries, shape the customer experience . With case studies and practical exercises, you will walk away with the tools to ensure consistent, positive experiences that are memorable for all the right reasons .


• Understand your role and contribution to customer service

• Evaluate case studies to identify “excellent” customer service in action

• Develop techniques for consistent service across different service scenarios

• Learn how to deal with difficult customers

WHO SHOULD ATTEND:

From support staff to management, this course would suit anyone who wants to improve the customer experience and customer communications in their organisation and understand what it takes to leave the best impression .

AVAILABLE AS

IN-HOUSE

You may also be interested in Customer Experience Mapping

24

Planning, Problem Solving & Decision Making

Does inefficient problem solving or “firefighting” rob you of valuable time?• Would you like to be better able to tap into the innovative ideas of your people?• Would you like to devote more time to business generating activities?• Could you benefit from sharpening your decision-making skills?

The ability to decide, act, operate and manage effectively underpins most aspects of management.

With the increasing emphasis on initiative in the workplace, it is essential that you know how to recognise, define, and analyse problems and then develop workable solutions to correct them. Cutting edge decision making is critical in today’s business environment to sustain competitive advantage and this requires business managers to be savvy in their daily management routines .


• Examine widely used decision making techniques• Evaluate your own problem-solving strengths and weaknesses• Use problem-solving skills to identify and resolve work-related problems and improve your job

performance• Learn how to design and use frameworks for planning, decision making and problem solving• Discover how to implement plans and control subsequent progress• Find out how to unleash the creativity of your team• Learn how to harness the power of the team for problem solving• Gain commitment from your team and harness available skills and talents to assist with solution

implementation

AVAILABLE AS

IN-HOUSE

25

Bespoke leadership programmes designed for your organisation

Each organisation has its own unique leadership goals and challenges and that’s why the majority of our leadership courses are designed specifically for our clients.

Following an in-depth consultation, we will develop a programme for you that targets your success factors .


Our goal is to ensure your programme is:• Aimed at the right level for your audience• Tackles the relevant skills and desired behaviours• Builds on the participant’s and team’s own experiences• Weaves in your organisation’s strategy vision and values• Creates a highly interactive and practical learning journey• Is designed to run at a rhythm and duration that works for your team, be it a one-off workshop,

a series of modules or a 12-month development programme

AVAILABLE AS

IN-HOUSE

You can select from our pool of specialist facilitators to blend expertise from various management disciplines such as Finance, Contract Law, Risk Management, Supply Chain, Asset Management, Innovation, Organisational Psychology, alongside the all-important People and Leadership skills . This allows you to create a world class and well-rounded programme that will ensure your leaders of today and tomorrow can effectively:

• Know themselves• Lead their teams • Lead alongside others • Lead in the business

Brightstar has long established relationships with the widest range of expert facilitators to match to your needs.

JACK CRUTZENFacilitator, Property/Facilities

KEITH MCGREGORFacilitator, People & Teams

PAMELA CRONINFacilitator, People & Teams, EA/PA

ELAINE MCMEEKINGFacilitator, People & Teams, EA/PA

PENNY HOLDENFacilitator, People & Teams

TERRY REIDFacilitator, Contracts & Legal

ALEX PALFIFacilitator, Finance

CHRIS PEACEFacilitator, Risk/Business

BILL BUTLERFacilitator, Business & Finance

Expert Facilitators

26

WARREN MEYERSFacilitator, Finance

RAINE SELLESFacilitator, Building & Construction Law

KEITH ROBINSONFacilitator, Procurement, Supply Chain & Distribution

SAMANTHA PATELFacilitator, People & Teams

ANNE BLACKBURNEFacilitator, People & Teams, EA/PA

MIKE UNDERHILLFacilitator, Energy

HOWARD THOMASFacilitator, Energy

DEBBIE MAYO-SMITHFacilitator, EA/PA

CATEGORY COURSES FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

SUPERVISION, MANAGEMENT & LEADERSHIP

Developing Assertiveness & Self Confidence at Work 6-7 A 22-23 W 5-6 A 7-8 W 3-4 A 19-20 W

People Management Skills for Technical Professionals 18-19 A 8-9 W 30-31 A 20-21 W 6-7 A


19-20 W 19-20 A 1-2 W 11-12 A 18-19 W 19-20 A

Leadership Development for Women 26-27 A 21-22 W 25-26 A 14-15 W 23-24 A 28-29 W

Strategic Negotiation & Influencing Skills 13-14 W 8-9 A 3-4 W 21-22 A 16-17 W 26-27 A

Management Skills for New Managers & Supervisors 21-22 A 4-5 W 26-27 A 14-15 W 11-12 A 29-30 W


6-7-8 A 27-28-29 W 5-6-7 A 17-18-19 W


20-21 W 30-31 W 12-13 W

Contract Law for Non Lawyers 19-20 A 21-22 W

6-7 A 10-11 W

10-11 W 14-15 A

Advanced Contract Law for Non Lawyers 12-13 W 16-17 A

Advanced Contract Law Refresher - New 18 A

Unconscious Bias, Diversity and Inclusiveness 3-4 A 2-3 W 5-6 A

Clear & Concise Business Writing 13-14 A 23-24 W

Facilitation & Presentation Skills 31 Jul -1 Aug A 10-11 W

FINANCE, ACCOUNTING

& LEGAL

Financial Modelling 11-12 A 14-15 W

22-23 A 25-26 W

25-26 A 28-29 W

Operational Risk Assessment 20-21 A 23-24 W

12-13 A 15-16 W

Risk Compliance, Control & Auditing 17-18 A 20-21 W

9-10 A 12-13 W

IPSAS Update for The Public Sector 26-27 W

Management Accountant: The Strategic Partner 28-29 W 24-25 A

OPERATIONS /PRODUCTION

Optimising Warehouse Performance 9-10 A 20-21 C 20-21 A

Advanced Inventory Management 3-4 A 22-23 C 26-27 A

PROPERTY & FACILITIES

Best Practice Facilities Management 29-30 A 5-6 W 30-31 A

Best Practice Property Management 3-4 A 3-4 W 15-16 A

Best Practice Asset Management 24-25 A 26-27 W

PA / ADMIN SUPPORT

Introduction to your New Role as PA or Office Manager 18-19 A 29-30 W 1-2 A 2-3 W 12-13 A

The EA/PA & Office Manager Masterclass 25-26 W 13-14 A 29-30 W 14-15 A

The EA/PA as a Master & Manager of Self & People 6-7 W 30 Apr - 1 May A 18-19 A 6-7 W 21-22 A

The Strategic EA: Business Acumen for the Senior EA/PA

2-3 A 14-15 W 31- 1 Aug A 24-25 W

Governance & Board Management Skills for EAs 19 W 1 6 A 29 A 31 W 31 W

Minute Writing Masterclass for EA/Pas 18 W 17 A 30 A 1 W

The Outstandiing Receptionist & Office Administrator 6-7 A 4-5 W 14-15 A

Email Mastery: Get more Done in Less Time & Communicate Better

3 A 10 W

ENERGY & UTILITIES

Fundamentals of the New Zealand Electricity Industry 11-12 A 22-23 W

Oil & Gas Production for Non-Technical Managers 10-11 NP

Hydrocarbons to Electrons: The Future of the Oil and Gas Industry

12-13 NP

CONSTRUCTION NZ3910 Contract Essentials & Dispute Procedures 26-27 A2-3 W 30 Apr- 1 May C

13-14 A 10-11 W 24-25 C

2019 Public Course Calendar

CATEGORY COURSES FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

SUPERVISION, MANAGEMENT & LEADERSHIP

Developing Assertiveness & Self Confidence at Work 6-7 A 22-23 W 5-6 A 7-8 W 3-4 A 19-20 W

People Management Skills for Technical Professionals 18-19 A 8-9 W 30-31 A 20-21 W 6-7 A


19-20 W 19-20 A 1-2 W 11-12 A 18-19 W 19-20 A

Leadership Development for Women 26-27 A 21-22 W 25-26 A 14-15 W 23-24 A 28-29 W

Strategic Negotiation & Influencing Skills 13-14 W 8-9 A 3-4 W 21-22 A 16-17 W 26-27 A

Management Skills for New Managers & Supervisors 21-22 A 4-5 W 26-27 A 14-15 W 11-12 A 29-30 W


6-7-8 A 27-28-29 W 5-6-7 A 17-18-19 W


20-21 W 30-31 W 12-13 W

Contract Law for Non Lawyers 19-20 A 21-22 W

6-7 A 10-11 W

10-11 W 14-15 A

Advanced Contract Law for Non Lawyers 12-13 W 16-17 A

Advanced Contract Law Refresher - New 18 A

Unconscious Bias, Diversity and Inclusiveness 3-4 A 2-3 W 5-6 A

Clear & Concise Business Writing 13-14 A 23-24 W

Facilitation & Presentation Skills 31 Jul -1 Aug A 10-11 W

FINANCE, ACCOUNTING

& LEGAL

Financial Modelling 11-12 A 14-15 W

22-23 A 25-26 W

25-26 A 28-29 W

Operational Risk Assessment 20-21 A 23-24 W

12-13 A 15-16 W

Risk Compliance, Control & Auditing 17-18 A 20-21 W

9-10 A 12-13 W

IPSAS Update for The Public Sector 26-27 W

Management Accountant: The Strategic Partner 28-29 W 24-25 A

OPERATIONS /PRODUCTION

Optimising Warehouse Performance 9-10 A 20-21 C 20-21 A

Advanced Inventory Management 3-4 A 22-23 C 26-27 A

PROPERTY & FACILITIES

Best Practice Facilities Management 29-30 A 5-6 W 30-31 A

Best Practice Property Management 3-4 A 3-4 W 15-16 A

Best Practice Asset Management 24-25 A 26-27 W

PA / ADMIN SUPPORT

Introduction to your New Role as PA or Office Manager 18-19 A 29-30 W 1-2 A 2-3 W 12-13 A

The EA/PA & Office Manager Masterclass 25-26 W 13-14 A 29-30 W 14-15 A

The EA/PA as a Master & Manager of Self & People 6-7 W 30 Apr - 1 May A 18-19 A 6-7 W 21-22 A

The Strategic EA: Business Acumen for the Senior EA/PA

2-3 A 14-15 W 31- 1 Aug A 24-25 W

Governance & Board Management Skills for EAs 19 W 1 6 A 29 A 31 W 31 W

Minute Writing Masterclass for EA/Pas 18 W 17 A 30 A 1 W

The Outstandiing Receptionist & Office Administrator 6-7 A 4-5 W 14-15 A

Email Mastery: Get more Done in Less Time & Communicate Better

3 A 10 W

ENERGY & UTILITIES

Fundamentals of the New Zealand Electricity Industry 11-12 A 22-23 W

Oil & Gas Production for Non-Technical Managers 10-11 NP

Hydrocarbons to Electrons: The Future of the Oil and Gas Industry

12-13 NP

CONSTRUCTION NZ3910 Contract Essentials & Dispute Procedures 26-27 A2-3 W 30 Apr- 1 May C

13-14 A 10-11 W 24-25 C

Brightstar .co .nz A AUCKLAND W WELLINGTON

C CHRISTCHURCH NP NEW PLYMOUTH

28

Brightstar .co .nz/management

2018 Public Course Calendar inside

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2019 Public Course Calendar inside

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