Work & Training Blogs

Getting There

Fri, 30 Dec 2011 00:10:00 +0000

Author: Matthew Fraser

Just missed out on that last job application/ apprenticeship/ traineeship?

Didn’t quite make it into the course you wanted study?

Not satisfied with doing something for the next three years, that was your second choice?

Then, the Getting There program might just be what you need, to achieve your goals, and put you where you really want to be.

Getting There provides free 1 to 1 literacy and numeracy skills training, to apprentice and trainee applicants, who have applied to any of the Group Training Australia companies. All training offered is tailored to the needs of each individual, to focus on those specific barriers that may be preventing one from moving forward.

Extra skills training is negotiated with each individual, so that every participant can gain the necessary skills to move into employment and/or study, as quickly as possible. Getting There aims to “GET YOU TO WHERE YOU WANT TO BE”.

Training is provided one to one, at a time and location that is most convenient to each individual, whether that be one of our offices, a favourite café or at home. There will be multiple training sessions on an as needs basis. Training sessions will be of approximately one hour in duration.

Why not take advantage of our qualified and friendly staff to help you achieve your dreams.

To arrange an interview to see how the Getting There program can help you please phone or e mail:

Matthew Fraser ph: 03 6214 5177, mob: 0407 531 275

9 top tips for managing stress

Thu, 29 Dec 2011 23:23:00 +0000

Author: Aileen

Stress is the name given to the release of chemicals into the blood when we find ourselves dealing with a new, demanding or foreign experience. The events that provoke stress are known as stressors and can be stimulated by a wide range of situations in our everyday lives or extraordinary situations that we find ourselves in. Not dealing with stress or allowing stress to build up over a long period of time can lead to you becoming exhausted, sick, unable to concentrate or think clearly - sometimes stress can even lead to a mental breakdown, so it is important to know what signs to look out for and the everyday tips that you can use to manage the impact of stress.

Signs of stress
There are a number of signs to look out for that are related to stress, some of the most common include;

• Problems sleeping,
• Irritability and mood swings,
• Fatigue and tiredness,
• Headaches or migraines,
• Anxiety and constant worry,
• Rapid heartbeat,
• Nervous habits (nail biting, fidgeting) &
• Weight gain or loss (due to over eating or not eating).

Work and Training’s top 9 tips for handling stress

1. Deep breathing: Concentrate on calming down your body and relaxing your mind by breathing deeply before facing the stressful situation. Your mind will be able to help you work through the situation much more effectively if you remain cool, calm and collected.

2. Eat well: Something as small as changing your diet can have a huge impact on your outlook and ability to deal with stress. Poor nutrition leaves you feeling lethargic and unmotivated as well as leading to poor self image – all of these negative emotions can be erased by simply eating well!

3. Set realistic goals: It’s great to have goals in the workplace, but make sure your goals are not unrealistic and unachievable – work with your boss or supervisor to set goals that work for both of you.

4.Exercise: Releases stress relieving hormones to counteract the physical impact of stress and mentally can give your mind a refuge from the situation.

5. Take time out: Don’t spend too much time worrying about what is stressing you. Do something you enjoy doing that will give you a distraction such as catching up with friends, going to the gym, watching a movie or playing sport, it will give you a chance to refocus and come back to the problem with a more positive mindset later.

6. Sleep: Ensure that you give yourself the best possible chance at a good sleep by making your bedroom into a harmonious place reserved for sleeping. Remove distraction such as computers and ensure you have comfortable pillows and bedding. Leaving your worries at the door is a good trick to learn – many people stay awake at night worrying about the issues they will face in the morning.

7. Talk your way through the stress: Situations always seem much worse when dealing with them alone, make sure you talk about issues that you are having with friends and family who can offer advice or just an ear to talk to.

8. Solve little problems: Starting with the little problems that you can do something about will give you a sense of control and more confidence when tackling the bigger issues

9. Meditation and relaxation: Learning some simple relaxation and meditation techniques will help you to calm yourself down, a really easy exercise is to find a quiet room and tense each group of muscles for 10 seconds then relax them for 10 seconds.

Is there something else that works for you?

The importance of a good resume

Thu, 29 Dec 2011 22:58:00 +0000

Author: Sasha

It is really interesting opening applications for our positions: some people put in a lot of effort with their cover letters and resume; nicely formatted, relevant information, good use of language and correct spelling; and then you open the ones that look as though it has been left on the floor of a car for 2 years; wrinkled, ripped, dirty - sometimes even smelly!!

Here are some tips to assist with applications being read – not binned!! • A short cover letter that outlines which position you are applying for is a great start to having your application read – no one has time to read an ‘essay’.

• Current details – we do understand that not everyone has access to a computer or printer; but if you need to change your detail; such as mobile number or address; it looks so much better to have it typed – not crossed out and handwritten.

• Capitals and punctuation – ensure that names, titles etc. have correct use of capital letters and punctuation; there is nothing worse than seeing: Mr bob Donaldson when it should be Mr. Bob Donaldson or 18 High street instead of 18 High Street.

• Relevant information – it’s nice to know that you were classroom monitor in 1992 or a girl guide/scout when you were 8 but is it going to help you get into an apprenticeship or traineeship?

• Proof read – always get someone else to review your application; when you read things again and again – typo’s, poor grammar, spacing etc. do not stand out as much as they would usually.

If you are serious about gaining employment; take the time to create a CV or Resume that sells YOU!

Need help preparing your resume? contact us or call 1300 309 675

Skills Shortage

Thu, 29 Dec 2011 22:35:00 +0000

Author: Tony Roberts

Australia’s buoyant mining sector looks set to grow jobs and economic prosperity for the long-term. A new report from the Bureau of Resources and Energy Economics (BREE) reveals record mining investment totalling nearly $232 billion. Woodside Petroleum CEO Peter Coleman says “ More skilled workers must go west ” if Australia is to keep pace with the growing Asian demand for resources”. The retirement of the baby boomer generation is leaving huge skill gaps in Australia. In a recent KPMG survey on skilled migration 28% of business said they were feeling the effects of baby boomers departing the workforce. It is noted that shortages are already spreading to semi-skilled professions such as care givers and truck drivers.

How & When will that effect the Tasmanian workforce ?

The need to train and employ apprentices in the traditional trades has never been more evident. Skills shortage in Tasmania is likely to worsen over the next decade as the working population progressively dwindles and more people move from the state to address the skills shortage in the mining industry. All trades will feel the result as staff leave for financial rewards the mining industry can offer and for job security in the current economic climate.

A friend recently asked me to look around the trades and inform him if I knew of any small businesses where the owner was under 50 years of age. I could see his point as I reported that most of the proprietors I knew are 50 or over. Is a succession plan in place for these businesses? Who will purchase the business in the future? Is there anyone with the necessary skills coming through to be able to manage a business successfully? Who can answer these questions?

It’s a sure bet that the businesses who employ trainees & apprentices are employing the future of their industry and may not need to rely on recruiting offshore to satisfy their future skill needs.

Do we have a problem? if so what can we do about it?

Model WHS laws on hold in Tasmania until January 2013

Thu, 15 Dec 2011 01:37:00 +0000

Author: Kerri

From Worksafe Tasmania "IMPORTANT: Model Work Health and Safety (WHS) laws will not commence on 1 January 2012 in Tasmania. On 2 December 2011, Tasmania’s Legislative Council amended the start date of the Work Health and Safety Bill 2011 to 1 January 2013. The Bill will be returned to the House of Assembly for consideration of the change when Parliament resumes in March 2012."

Kylie joins in at Sacred Heart College Careers Expo

Thu, 15 Dec 2011 01:16:00 +0000

Author: Kylie Petryk

Rachel and I had great fun delivering our talk to students at the Careers Expo held recently at Sacred Heart College. As a company that employs a large number of young people who generally don't have any work experience, we believe it is very important to get out and talk to students who will soon finish college or high school about the benefits of paid traineeships and apprenticeships. I was also invited to participate on the mock interview panel where year 10 students (who had been tasked with applying for one of 5 different jobs) presented application letter, resume and documentation demostrating their preparation for the interview. A big thank you to Sacred Heart College for once again allowing us to present to your students. For more information on traineeships and apprenticships click here.

ugly ducklings

nobody@flickr.com (workandtraining) — Fri, 09 Dec 2011 02:05:52 +0000

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What a spectacular time of year on the Derwent River near Granton

Haydi in the news

Mon, 05 Dec 2011 05:00:00 +0000

Author: Kylie Petryk

"Haydi Sproule of the Kingston Pool Swimming Centre has been announced Runner Up for the Work & Training Ltd Trainee of the Year Award ......" read the full story (pg 3) in the Kingborough Chronicle.

Award winner Amelia to represent Tasmania

Fri, 02 Dec 2011 05:03:00 +0000

Author: Ann Briggs

The proud 2012 winner of the Aged & Community Services Tasmania (ACST) Education & Training Award is Amelia Watkins (right of photo). Pictured here with me, Amelia works at Vaucluse Gardens and recently completed her Certificate IV in Leisure & Health with us and is currently enrolled in Certificate IV Frontline Management. As the Tasmanian winner Amelia will now go on to the National ACS Awards in the new year. Congratulations Amelia and we know you will be an excellent representative for Tassie at the Nationals.

pinkpig

nobody@flickr.com (workandtraining) — Tue, 29 Nov 2011 22:14:23 +0000

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The Pig ate it all!

frog

nobody@flickr.com (workandtraining) — Tue, 22 Nov 2011 02:47:38 +0000

workandtraining posted a photo:

A thriving back yard pond

How many working days till Christmas?

Wed, 16 Nov 2011 05:19:00 +0000

Author: Adele

Do you know how many working days there are until Christmas? Enough? Too many? Or is it an irrelevant question because the way your in tray looks at the moment you won’t be taking a break? People convince themselves that everything must be finished before the holiday and so impose a lot of unnecessary pressure on themselves and those around them. Although it’s satisfying to finalise everything before Christmas, you don’t want to push yourself so hard that you end up spending the whole break recovering rather than enjoying your time off. Some steps to take:

• Be realistic about what can and can’t be done.

• Start thinking and planning early.

• Make a list of your most urgent tasks in order of priority.

• Delegate where possible.

Approaching even the most daunting workload in an organised way helps make things feel manageable. You’ll work more effectively and may even have time to do some of the things not on the top priority list – and then you can relax and enjoy your break. For a complete version of this information, please click here.

Apprenticeship - A rewarding career

Wed, 16 Nov 2011 05:18:00 +0000

Author: Ben S

One of the most frequent statements I hear when talking with people thinking about their future is “I am not really sure what I want to do” It seems that younger people have so many career options that they struggle to choose the perfect one. Your perfect career could begin with a Work and Training apprenticeship. An apprenticeship in any field will reap benefits like no other position can. As an apprentice you will learn important aspects of work life that will help you in the future, even if your career path changes. Regardless of what industry you choose, future employers will always hold your trade certificate in a high regard. As you work through your apprenticeship, you will learn invaluable skills such as:

• Working within a team environment that has a wide age range of fellow employees

• Understanding different points of view and listening to people sharing important personal experiences

• The ability to relate to all aspects of a particular industry – very important if you wish to stay on and pursue a management-style role

• Gaining independence within the workplace, whilst still having support from other work colleagues

• Training other apprentices. Believe it or not, you WILL be training and assisting new apprentices as you progress through your own apprenticeship. You will want to help them out as you have experienced first-hand what feelings and emotions they will have throughout their apprenticeship

• Developing your own style of work, based on others you work with as well as on personal input and ongoing training

• The ability to adapt quickly to different situations in the workplace – e.g. changes in roles around you, people leaving or commencing and new products to learn about

• Develop friendships for life. You will meet people from other nearby businesses, locations and backgrounds, all with similar interests to your own.

I can personally relate to many of the above points after having completed an apprenticeship. There are many other areas that are “forgotten” which I will cover in future posts. To this day, I still see people I completed my training with, even though their careers may have caused them to move – in some cases overseas.

From an employer’s point of view, having completed an apprenticeship shows strong personal qualities. You will have learnt how to be resilient, reliable, confident and able to fit into a team. You will know what it’s like to experience ALL aspects of any given industry. You will understand how important working safely is and be able to give examples of almost any work-related question likely to be thrown at you.

Employers will appreciate that you have sacrificed some money in the early stages of your career, knowing that you were looking at the bigger picture.

You will also feel secure knowing that, if for some reason in the future a career decision or choice doesn’t work out, you will ALWAYS have something to fall back on. What other job title has this much depth? Think about a career path that sounds interesting, stick with it, and the results will speak for themselves.

our garden

nobody@flickr.com (workandtraining) — Thu, 10 Nov 2011 23:46:44 +0000

workandtraining posted a photo:

The beauty of Pansies around our building

Awards Success 2011

Mon, 07 Nov 2011 05:48:00 +0000

Author: Mark

Awards Success 2011
Work & Training held our annual awards on Friday the 28th October 2011. These awards have been held now for 16 years and are a highlight for our Apprentices and Trainees.
You could feel the excitement in the air as the finalists started to arrive, dressed for the occasion and supported by their friends and family. This was their night to shine and they knew it, these young people are at the top of their game.
Having great MCs (Nick Duigan & Andrew Hart) made the evening entertaining and judging by the smiles and leap of one of the nominees who completed a backflip off the stage, the evening was a complete success.
Our sponsors recognize the importance of the awards and have again generously donated to make this night a success.

Major Catagory Award Winners
Apprentice of the Year	Trainee of the Year	Emerging Potential
Guillaume Kafer	Jed Williamson	Calista McKinnell

"I was very surprised and totally not expecting to win. It was nice to be recognized for all the hard work I have put in."	"I was hoping to get a mention, when my name was called I was shocked and excited. I won the big prize."	"I was overwhelmed and proud to have my achievements recognized and to be picked from all of Tasmania"
Host : Macquarie Builders	Host: Aurora Energy	Host: DHHS - Oral Health

Apprentice and Trainee Award Winners
Runner up Apprentice of the Year	Runner up Trainee of the Year	Training Award
Bradley Knott	Haydi Sproule	Kate Paterson

Host: FT Guy Bodyworks	Host: Kingston Pool	Host: Baptcare - Karingal

1st Year Apprentice of the Year	2nd Year Apprentice of the Year	3rd Year Apprentice of the Year
Stefan Sydow	Dominic Crawford	Ricky Maui

Host: Jackson Motor Company	Host: Marriott Roofing	Host: Macquarie Builders

Achievement Award for Exceptional Performance Winners
Chris Hadrill	Andrew Crampsie	Joe Frankcombe

Host: Co-op Toyota	Host: DHHS - Food Services	Host: Chubb Fire & Safety

Nicole Foley		Thomas Fox
	More Photo's on Flickr Need a winner for your business? - Find out How.
Host: DHHS - Oral Health		Host: Tasmania Fire Service

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Workplace Health and Safety (WHS) is set for implementation January 2012 - are you ready?

Wed, 26 Oct 2011 02:10:00 +0000

Author: Mark

Changes Under Model Work Health & Safety Act - 1

As you are probably aware the Occupational Health and Safety laws are being replaced by the new Work Health and Safety Act which is due for implementation in January 2012.
As an employer of several hundred apprentices and trainees we thought we could share some of the main points of interest.

Principal Safety Legislation*

Current arrangements (What is in place):

Jurisdictional-specific Acts and Regulations

Model laws (What will change):

Legislation to mirror the Work Health and Safety Act 2010

Impact (Possible implications for your business):

Confusion due to change in terminology from OHS to WHS.
Opportunity for new thought – all inclusive.
People who are involved in work and/or who make work happen, rather than
employer-employee relationship.

Management of Risk*

Current arrangements (What is in place):

The concept of risk management is present in all current legislation.
Some jurisdictions have a legal obligation to perform risk assessments.

Model laws (What will change):

The concept of securing health and safety of workers and workplaces through risk
management remains.
However risk assessments are not mandated in the Act but may be mandated in the
Regulations for high risk activities.

Impact (Possible implications for your business):

Confusion as people get used to the concept of risk management without the need to
perform risk assessments in all situations.
Generally a more practical approach to making work safer due to a greater focus on
getting the appropriate risk controls in place rather than on paperwork.

* "Summary: Changes Under Model Work Health & Safety Act" - Published by The Australian Industry Group

Working on Tasmania’s Islands

Wed, 05 Oct 2011 23:38:00 +0000

Author: Julie

This photo was taken at Trousers Point on a recent trip to visit trainees at Flinders Island and Cape Barren Island. We are lucky to be exposed to such spectacular places while visiting trainees all around our beautiful state. It is an amazing experience when you go to these remote locations for the first (and second) time, particularly getting across to Cape Barren, having to climb in and out of planes as small as 3 seaters and land on gravel air strips – I admire the skill demonstrated by these pilots, thanks Gordon! Meeting members of the local communities and knowing that you are providing a service that they ordinarily find difficult to access is truly heart-warming. Why not go somewhere different for your next placement?

Where has been your favourite placement, and is there anywhere you would like to go for your next one?

Finding time in your day for what matters the most

Wed, 05 Oct 2011 23:38:00 +0000

Author: Rebecca

Have you ever wondered how some people seem to fit so much into their day and get so much done? People usually talk about them in positive terms like ‘dynamic’, ‘achiever’, ‘hard worker’ and ‘organised’. In reality, it is all about time management.

Time Management defined:

- Time management is the act of exercising conscious control over the amount of time spent on specific activities, especially to increase efficiency or productivity.

- Time management is about self-management. Our definition of time management highlights its importance for your personal productivity.

- Generally, people underestimate the length of any task by two-thirds. Therefore, when they write a to-do list, they set themselves up for failure – and for frantic times filled with stress (Domonique Bertolucci, Your Best Life, Hodder Australia).

- Time is a non-renewable resource, equally available to us all to squander or spend wisely (Kris Cole, Supervision, Prentice Hall).

Do you aspire to be one of those people who can juggle all their tasks and still come out ahead of the pack gleaming and willing to take on more? Well, you can.

How?

Knowing yourself is the essential first step on the path to successful time management. The workplace is filled with distractions and competing objectives, so it is easy to feel out of control and always behind the 8 ball.

Working out what is urgent and what is important is one of the steps in effective time management. Having a clearly defined job role is a good reference point for starting to work out how you can implement good time management strategies.

Having a clear understanding of your organisation’s vision and values can also help you to sort the important from the urgent.

Think about how you would like your work life to be, what your goals and ambitions are, and how you would really like your day to run. Don’t just aspire to be one of those people others talk about – you can be that person if you follow these few helpful techniques.

With Work & Training, staff sickies are an issue of the past

Wed, 05 Oct 2011 23:37:00 +0000

Author: Ruth

Janet shook her head and sighed. It was 8:30 on Monday morning and two employees had rung in sick. It was not a good start to the week. The phone rang again and Janet answered, gritting her teeth.

As an employer, how many times have you been in this position – understaffed and only just managing the day-to-day supervision of your staff and organisation?

Work & Training can help you!

Consider a school-based or recent school leaver trainee. The Disability sector in Tasmania has not previously taken advantage of this style of employment but times are changing.

The benefits are considerable.

Traineeships are a cost-effective way of increasing your work force. The trainee receives a National Training wage, and they receive both on and off the job training, with the formal training and assessment managed by qualified Work & Training staff. As an employer you get to direct when and where your trainee works and the level of on the job supervision required. Work & Training manage everything else – great, isn’t it?

Next time the flu season kicks in, you’ll have an experienced trainee who knows your business and can step in and help keep it afloat.

If you are having a day, week or month like Janet, give us a call on 6214 5177 and we will organise for a consultant to visit you and discuss your needs.

How to dress for a recruitment agency interview

Wed, 05 Oct 2011 23:36:00 +0000

Author: lorraine

Over the years I have interviewed hundreds of applicants, and I am always surprised by how many of these applicants dress inappropriately. It appears the applicants don’t see the agency interview as a real interview. This view is totally incorrect. You are at an agency because you want to show them that you would be a suitable employee for their clients. Ask yourself: “What is the job I want and how do people in that job dress?”

When you are called in for an interview with a recruitment agency, normally they will have received your resume in advance. Your resume and skills have been assessed; you have succeeded in passing the first hurdle. The consultant wants to know more about you and needs to see you face to face. This is NOT a general chat - it is a formal interview. As an agency, we interview applicants to find out about their work history, their skill set, availability and personality. We are looking to see how an applicant will fit into our client’s organisation - dress and attitude are a large part of the assessment process, so dress for the job you are going for.

Every interview counts, so dress to impress!

For more information on interviews, read Sally’s article Surviving a Job Interview and Tony’s article Job Interviews: How important are they?

What do you want to be when you grow up?

Wed, 05 Oct 2011 23:35:00 +0000

Author: jessica

If I was told in high school that I would be a Training & Assessment Consultant, I would have shrugged my shoulders and asked ‘what on earth is that?!’ The average person in Australia will have approximately three careers in their lifetime (possibly more if you are Gen Y), but how do you know what you want to be when you grow up when you don’t even know all the types of careers out there? I decided a big fat “no” when it came to Uni – mainly because I wasn’t sure of exactly what I wanted to ‘be’, but also because I would have had the stress of juggling part time job/s, study AND assignments.

Instead, I chose a traineeship. It provided me with the opportunity to ‘earn and learn’, gaining a qualification as well as the necessary on-the-job skills that have taken me to where I am today. The beauty about being employed as a trainee or apprentice by a Group Training Organisation such as Work & Training is the support you are given during your training, helping you take the right steps towards your career. You may not know exactly what you want to do or ‘be’ now, but with an apprenticeship or traineeship you will be exposed to all areas of your chosen industry, helping you decide on a career path. If you’re still unsure, talk to a Work & Training consultant about your interests and goals and we can help set you in the right direction.

So, what do you want to be when you grow up?

Job satisfaction at Work & Training: The joys of matchmaking

Wed, 05 Oct 2011 23:35:00 +0000

Author: Andrew

Having changed from a trainer to a group coordinator role at Work & Training, I have discovered the great satisfaction and sense of achievement gained from meeting clients’ requirements for filling vacant positions - I really enjoy matching their needs with potential candidates. It can sometimes be challenging to find the right person for their workplace; however, through the programs we have in place to support new employees, such as literacy and numeracy training, counselling and pastoral care, new workers are given the best possible start. It’s really wonderful to see a jobseeker’s face light up when they’re offered a position, and the feedback from hosts when a new worker is fitting in and being a productive part of their workforce makes my day.

What do you love about YOUR job?

How to survive a job interview

Wed, 05 Oct 2011 23:33:00 +0000

Author: Sally

You have made it to the interview stage, now what?

Remember, you have made it this far, so you obviously have what the employer is looking for. Now it is up to you to prove to the employer that you are the person for the job!

Things to do before your interview:

- Do your homework – and research the company

- Be prepared: have sample questions and answers in your head ready to go and practice them with someone

- Arrive 5-10 minutes prior to the appointment time.

During your interview:

- First impressions can be lasting, so take care with all details of your appearance.

- Wear moderate makeup and an appropriate dress code

- If you have shaking hands, make sure you are firm and direct – no “wet fish” handshakes.

- Sit up straight, maintain eye contact and don’t fidget

- Listen carefully to questions asked and answer truthfully

- Expand your answers, avoid just “yes” or “I don’t know”

- Smile and remember to stay calm and breathe

- Be yourself – you are unique!

After your interview:

- Thank the interviewer/s for their time and close with a handshake.

- Never give up - if you are not successful this time around, look back over what you could have done better, and perhaps even ask for feedback from the company who interviewed you. Then work with that feedback to make the next interview even better. Practice makes perfect, so don’t give up until you have what you are looking for!

Do you have any more interview tips to share?

For more information on job interviews, read Tony’s article Job Interviews: How important are they? and Lorraine’s article How to dress for a recruitment agency interview.

Six steps for dealing with difficult customers

Wed, 05 Oct 2011 23:32:00 +0000

Author: Annie

I made the switch to becoming a trainer and assessor 5 years ago after 20 years in the hospitality industry, working as a chef and in bars, gaming etc., to achieve more of a work-life balance. However, I found myself missing the buzz that came from the hospitality industry, so I have picked up a few shifts in various establishments to keep my skills current, as well as to finance my passion for travelling.

This week I had a very interesting customer situation. I was approached at the restaurant dispense bar by a sweet old lady (who is a regular) wanting to purchase a bottle of wine for her friend’s birthday. I explained that I could organize her purchase to be wrapped and waiting for her to pick up in the bottle shop on her way out of the venue. She said “no” as it was on special in the restaurant for a lower price and therefore wanted to purchase it from the bar. I politely explained that bottled wine from the restaurant needed to be consumed with food, in line with the Liquor Licensing requirements and House Policy/RSA principles. She agreed and I served her the wine. However, a little while later when I was clearing the customers’ table I happened to notice the wine had mysteriously managed to make its way into a gift bag under the table. What to do? I approached the old lady and squatted down beside the table so I wasn’t standing over her as this can make people uncomfortable and being at the same eye level can be less intimidating. This also brings less attention to the person you are dealing with. The customer wasn’t very happy that she had been sprung in this situation. I followed the six-step plan below to resolve the problem:

1. Listen – Listen to the nature of the complaint

2. Acknowledge - Find out all the details of the actual complaint and acknowledge them

3. Respond - Tell the customer about the process being taken to resolve the complaint, making sure that the customer agrees with it

4. Take action - Try to resolve the complaint by taking into account the customer’s satisfaction and your own range of abilities

5. Report - If you can't resolve the complaint refer it on to your superiors

6. Follow up - Complete all necessary reporting paper work..

The result was that I organized the wine to be picked up from the bottle shop for the same special price on her way out of the venue, with a couple of complementary promotional wine glasses to smooth out the situation. The aim was to keep the regular customer happy but also to help her understands the boundaries that staff face.

How have you dealt with tricky customers?

Reaping the benefits of staff training to increase your bottom line

Wed, 05 Oct 2011 23:32:00 +0000

Author: Dee

Businesses spend a great deal of money developing the right products, keeping up with the latest technology and ensuring that their business is marketed well, but then make their biggest mistake: forgetting about training their staff to deliver exceptional customer service.

The first impression that a customer has of the business is when they walk in the door and are either acknowledged or ignored. If they are acknowledged with a smile by a friendly, knowledgeable staff member who displays pride in his/her appearance and the business they are employed by, the customer is more likely to make a purchase. If they are ignored and unable to gain any attention, or are greeted by a staff member whose main concern is waiting to finish up for the day, the customer is less inclined to spend the money and is more likely to leave the store with a poor impression of the business, and will then tell 5 other people of their sub-standard experience.

Word of mouth and recommendations play a large role in consumer decision-making. Customers will only pass on what they have experienced, so make sure every experience is a positive one! Work and Training offer a range of flexible courses in many industries, including customer service training. Visit our Online Learning Centre for more information.

Overcoming literacy and numeracy challenges in the workplace

Wed, 05 Oct 2011 23:31:00 +0000

Author: Harry

No More Excuses

Would better reading and writing skills make a difference in your workplace? Almost half of all working Australians can’t read or write well enough to do the type of training needed for trade or professional jobs. This means that about 8 million Australians are missing out better jobs.

No More Excuses talks about these literacy and numeracy challenges.

New literacy assessment resources are freely available on the Precision Consultancy website (www.precisionconsultancy.com.au/acs_framework).

Talk to us on 6214 5177 or email us at reception@work-training.com. You can also view and purchase courses at our Online Learning Centre.

Together in Harmony: The new Work Health & Safety Bill 2011

Wed, 05 Oct 2011 23:30:00 +0000

Author: Craig

The date has been set, the caterers booked, the guests invited and from all accounts, it’s going to be a splendid affair. It’s apparently going to be a marriage of equals! Who’s getting hitched?? I hear you ask.

It’s the long awaited marriage of the Occupational Health & Safety Acts from across the states and territories of Australia. By now, most people would have heard the term “Harmonisation of the Act”, but some of you are probably still wondering what on earth that actually means and how it will affect you.

Harmonisation of the Act refers to Australia finally having a single national OH&S legislation. From January 2012, the new Work Health & Safety Bill 2011 will come into operation which will ensure a nationally consistent framework regarding the health and safety of workers and workplaces.

All businesses need to be aware of their obligations under the new Bill and how the changes will impact them. Work & Training can help you ensure your business is adequately covered with a range of business qualifications from Cert I up to Advanced Diploma, including Cert IV in OH&S. We can also tailor training to suit your business if you’d prefer workshops to maximise your staff’s knowledge.

You’re cordially invited to the wedding of the year. Call us on 03 6214 5177 or email us at reception@work-training.com.au to RSVP for a workshop, or sign up online at our Online Learning Centre.

Author: Craig

Job Interviews: How important are they?

Wed, 05 Oct 2011 23:28:00 +0000

Author: Tony

I recently participated in mock interviews at a high school where students participating in a job readiness course had been supplied with a list of interview questions that they could prepare answers for.

Some had prepared well and had the prescribed answers while others decided they didn’t need to prepare and they could talk their way through.

It was obvious to me that the students who had researched the answers were also the students who had made the effort to present well and take this process seriously.

This caused me to reflect on something we see every day in our role as employers.

What are employers looking for when they interview candidates for apprenticeships?

First impressions COUNT! In many instances, employers have a feel about a candidate even before the formal part of an interview takes place - this could be many small things that form an overall big picture. Hair - is it combed or untidy? Hands - are they clean and neat? Shoes - are they clean and unscuffed?

According to Sarina Russo Job Access, people form impressions: (http://www.russo.qld.edu.au/site/SRJA/GetThatJob/Interviews/InterviewTechniques.aspx)

• 55% - from the way we dress, act and walk through the door

• 38% - from the quality of our voice, grammar and overall confidence

• 7% - from what we actually say. Are you presenting yourself in the best possible light?

Remember this could be the only chance you have to sell yourself. And this all happens before the curly interview questions start.

For more information on job interviews, read Sally’s article Surviving a Job Interview and Lorraine’s article How to dress for a recruitment agency interview.

Hook, Line and Sinker hosts to be Training Awards MCs

Wed, 05 Oct 2011 23:23:00 +0000

Author: Andrew

One of my passions is trout fishing, and it has been for many years. During these years I have spent many an hour traveling around our great state viewing some spectacular scenery and enjoying some of the world’s best trout waters. I am currently the Junior Vice President of the Young Anglers Club in Ulverstone and really enjoy imparting my knowledge of this sport or hobby whatever you would like to call this to our 400 young members, including my son.

It is a great thing to watch my son’s progression to becoming a great angler and to watch him enjoy an activity that I love too. Through Work & Training, my aim is for Nick Duigan and Andrew Hart, the hosts of Hook, Line and Sinker, to be the MCs of our Training Awards. The Young Anglers Club would like to promote its cause to as many young and disadvantaged people in our area as possible, and a spot on this show would be a great way of reaching the many different groups that we cater for. The aim of the club is to give these young people an interest that they can participate in for the rest of their lives and to teach them disciplines such as respect for others that will help them find and retain jobs and have steady home lives.

What do you think of this proposition?

How you can contribute to the quality of life of our ageing population

Wed, 05 Oct 2011 23:22:00 +0000

Author: Michelle

Work & Training provides training in all aspects of Community Services, such as Aged Care, Leisure & Health, Disability and Community Care.

You will learn how to support elderly people in low and high care facilities or in their own home, helping them to maintain their dignity and independence.

Our training will help you gain the knowledge and skills required to work in this industry. Topics covered include dementia, personal care, manual handling, infection control, grief and loss and many others.

Aged care training can be completed through short Government-funded courses or on-the-job training for existing workers and is delivered by training consultants who have years of industry experience and knowledge and are passionate about getting you into a rewarding career. We enjoy seeing trainees secure employment and building self-esteem and confidence.

To talk to one of our aged care consultants, leave a comment and we’ll get back to you shortly.

Schoolbased Traineeships in Aged Care

Wed, 05 Oct 2011 23:21:00 +0000

Author: Kylie Petryk & Ann Briggs

Work & Training are delighted to be involved in a highly rewarding partnership with Freemason Homes with the introduction of our School Based Aged Care Traineeships, which give college students the opportunity to obtain real experience and certification with a traineeship while they are still at school.

The first intake of School Based Aged Care Trainees commenced in June 2011, with the second intake to follow in August 2011.

Work & Training have been extremely impressed by the holistic support of all staff through their quality training and mentoring of the two new trainees Brittany and Jo-Ellen since commencing their Certificate III in Aged Care School Based Traineeships with Freemason Homes. This immense support has allowed both girls to adapt quickly to their new roles in conjunction with their College schedule.

Brittany-Lee and Jo-Ellen spend two days a week at the Home working towards a Certificate III in Aged Care while continuing school studies. Both girls are doing exceptionally well with their traineeships and we are very happy with their progress. We also appreciate our Carers, in particular, Brendalee, Angela and Sue for the support and encouragement they are providing to Brittany and Jo-Ellen with their training.

Work & Training look forward to this new School Based Program being successful for everyone involved.