Front-line staff are those who interact directly with customers or the public. This includes: Front-desk (or service-desk) staff; Customer service staff; Branch staff in general; Call center (or help desk) staff; Sales staff and, Those out in the field.The front-line environmentThe front-line environment is unique within a business. Therefore, it is important that these employees acquire an understanding of the environment in which they operate, as this is very different from that of management and administrative staffs.Some key characteristics: Front-line staff have very defined job roles; They have extensive interaction with customers or the public; The majority of front-line roles are non-professional; There are very strong time and resource pressures on the front-line environment; Front-line environments are often closely monitored through the use of a variety of metrics. (This is particularly true in call centres.) Front-line staff have limited opportunities to innovate the ways in which they work; The organization is legally liable for the actions of front-line staff.Ensuring consistencyFront-line staff often need information before anyone else in the organization. This includes: product or service information, detailed knowledge about the organization itself, latest updates and news, legal and compliance requirements. Additionally, if there is an article in the media which announces a new initiative by the company, front-line staff need to know immediately, so that they can appropriately answer questions and phone calls.Benefits of Front-line TrainingThere are very real benefits to be gained by the implementation of a structured training methodology in the front line environment. This includes: Improved customer service and satisfaction; Increased sales; Improved consistency of advice and information; Reduced legal exposure and risk; Reduced customer support costs.Performance Appraisal ProcessesPerformance appraisal is a process and a means of setting goals, measuring and enhancing individual and organizational performance. It also fosters professional and career development on behalf of ordinary staff members. It offers a comprehensive approach to approach to staff supervision/coaching. An effective performance appraisal process has the following characteristics: A connection to organizational and departmental mission and goals; Is used to clearly define organizational expectations of performance; Focuses on performance as well as professional development; Is an ongoing process versus an annual event; "Is more focused on future direction than on past performance"; "Involves all staff members in the process".Benefits of Giving Positive and Constructive Feedback in an appraisal Clarifies expectations, and assures the individual that he/she is on the right track; Assists in making 'early corrections' to ensure that there are no surprises later; Improves communication between individuals, particularly between the supervisor and the employee; Presents an opportunity to learn about ourselves and how we interact with others; Creates an opportunity to develop ourselves and be the best we can be; Assists in making "early corrections"; No surprises later. Supervisory Skill DevelopmentThe Supervisory Skills Development Program is designed to give participants a deep understanding of important leadership and supervision concepts and equip them to play a firm, fair and effective role as leaders and supervisors. Participants are also trained to avoid a passive or authoritarian style of leadership and to strike a fair balance between the interests of the company and the interests of staff. This training significantly improves staff motivation and morale, and leads to better company performance.Program Benefits: Better results due to active supervisory performance; More highly motivated managers, supervisors and staff; Improved staff-management relations; Improved supervisor-manager relations; Improved problem-solving and fewer errors due to more open and constructive communication; Better communication and cooperation between sections; Higher employee morale due to more respectful communication. Developing Your Entrepreneurial FrameworkEntrepreneurship is a key competence that individuals or collective entities develop through actions aimed to create value for others. The progression in entrepreneurial learning is made up of two aspects:1. Developing increasing independence and responsibility in acting upon ideas and opportunities to create value;2. Developing the capacity to generate value from simple and predictable contexts up to complex,constantly changing environments.Entrepreneurs create jobs, lift the standard of living, usher new technology into society, and keep competition alive in the marketplace. Every bit of knowledge you can gather before you begin your entrepreneurial career can help you avoid serious mistakes.Program Benefits: Areas of focus will include:1. Finding your passion.  Choosing an interest that you can be passionate about. 2. Defining your market.  It's vital to narrow your market down to what is realistic, and stick with those who have a reason to be interested.3. Price point Your target defines the ideal price. Survey your defined market and adjust accordingly.4. Using social media as a marketing tool Social media is obviously a powerful tool. Focusing it on your business can get word out quickly and cheaply. 5. Public Relations.  Traditional and online press relations can yield coverage that has longer shelf life and costs less than advertising. Think about what makes your product new, interesting, and relevant. Then, talk to the media about it. 6. Looking for mentors.  The beginning of any venture can be exhilarating, frustrating, liberating and terrifying all at once. Remember, although younger generations can be more tech-savvy than those who have been in business for years, there are still basic principles that are refined by experience. Inductee Training for contract /proprietary employeesProper induction training is increasingly a legal requirement. "Employers have a formal duty to provide new employees with all relevant information and Training, Particularly relating to health and safety".Induction training is more than skills training. It's about the basics that seasoned employees all take for granted: What the shifts are; Where the notice-board is; What the routine is for holidays, sickness; Where the canteen is; What the dress code is; Where the toilets are. New employees also need to understand: The organization's mission, goals, values and philosophy; Personnel practices; Health and safety rules; and of course, The job they're required to do, with clear methods, timescales and expectations.Course Benefits:1. Induction training offers a wonderful early opportunity to establish clear foundations and expectations in terms of ethics, integrity, corporate social responsibility, and all the other converging concepts in this area that are the bedrock of all good modern responsible organizations. 2. Trainers and new starters - anyone - can bring compassion and humanity to work. 3. The starting point is actually putting these fundamental life-forces on the workplace agenda.Professionally organized and delivered induction training is your new employees' first proper impression of you and your organization, so it's also an excellent opportunity to reinforce their decision to come and work for you.As a manager for new employees it's your responsibility to ensure that induction training is properly planned. Even if head office or another 'centre' handles induction training - you must make sure it's planned and organized properly for your new starter. Specialised training packages for targeted business challenges "Training must be made relevant to the client's workplace." Zoma Business Solutions, in keeping with our mandate, offers a variety of short-courses, designed to offer one-stop solutions to challenges faced in the workplace.Areas of training include among others: Business Writing Skills; Dealing with employee absenteeism and lateness; Introduction to the progressive disciplinary process; Telephone Etiquette; Dealing with difficult customers.Additionally, we can create customized training packages to meet your particular challenges.Course BenefitsCandidates receive state-of-the-art, sophisticated training on proven methods to deal with current and future challenges in the workplace.