Andrew is passionate about communications and making connections. As an actor, playwright, singer, song writer and over all performance enthusiast, Andrew has learned the importance of effective communication in the social environment. A graduate of UCT, he has a Bachelor of Arts double major in Drama and Media&Writing. He has always found himself at home on the stage, be it theatre or music. He has also had a keen interest in the behind the scenes occupations of writing and directing. At school level he was awarded Best Script two years running as well as Most Versatile Actor and overall Drama Honours. The psychology behind performance and how that applies both to stage and interpersonal interaction is focal point for Andrew and formed key aspects of his studies.
Belinda van Rensburg has completed her Facilitate Learning using a Variety of given Methodologies (Unit Standard 117871) through Executive Coaching and Facilitation as well as her CompTIA CTT+ through Tredmendis Learning.
She started her career in Sales and Marketing but soon found her empathetic, open personality better suited to people development. She has not only successfully trained some of South Africaâ€™s Top Corporate Companies, but also SMMEâ€™s and individuals. Recently she trained Business Connexionâ€™s technical trainers to becoming Certified CompTIA CTT+ Trainers.
She devotes her spare time and energy to empowering women on an emotional and often economic level. She regularly hosts womenâ€™s workshops through The Louise Hay Foundation in South Africa and The Bardolino Artists Retreat (Mpumalanga).
Carl Spies - Bio
CarlSpies- Social Business Facilitator
"There's no such thing as a social media strategy, only a good business strategy that is aware of networks"
Carl Spies is seasoned social business strategist, a complex multidisciplinary approach emerging from social online networks that seek to help leading brands extract real value from social media/network trends and technologies to engage customers beyond the corporate firewall, and mine social capital behind it.
He has spent the last six years establishing himself as a thought leader in systems thinking and social business design while working with clients ranging from Standard Bank, Vodacom and South African Breweries to eBucks, Microsoft and Samsung.
Carl is recognised as an accomplished provocative facilitator and technical consultant having advised many organisations in South and West Africa, coordinated top-level community events and addressed national and international groups on a wide range of critical social business topics. He is well a seasoned design thinker with broad insights at the intersections of social science, online community development and value innovation using proven network effects.
Relevant Social Network Projects Carl has lead:
(platforms: intranets, ideation (crowdsourcing) systems, LMS, branded communities)
ABSA - A shared services strategy network which refined and cascaded department strategies online.
FNB - Learner management system for the Institute of Extreme Customer Service.
Hollard Insurance - Hollardtopia - Social Intranet
Kelly Personnel - Social Intranet
Microsoft - Ideation Platform to crowd-source ideas from the community.
RMB - Internal platform to query and collaborate on scaling the internal culture after rapid expansion.
SAB - Learning collaboration platform.
Standard Bank - Blue Connection - the core social intranet (including gaming elements to increase adoption).
Telesure - Let's Connect pilots platforms.
(and external social community platforms for :Converse, Toyota, eBucks and Samsung)
Social Software: Acquia Commons (Drupal)
Microcontent: SocialCast, Twitter, Yammer
Social Networks: Facebook, Google+, LinkedIn, SocialText
Media: Flickr, Youtube, Last.fm, GetGlue
2. Knowledge and Skills
Relevant Models he is trained in:
SCRUM: Agile Product Development + Project Management
Cognitive Edge: Complex Adaptive Social Systems - Sensemaking using Cynefin.
User Experience Design - Flow Interactive.
NeuroSematnics - linguistic and cognitive models of user experience.
LAB - language and behaviour profiling (to develop archetypes from the network members).
VizThink - Dave GrayCynefin - Dave Snowden - Complex Adaptive Systems - Sensemaking
Biomatrix - Organisational Change using network effects and systems-thinking.
StrateX - designing execution strategies and developing channels to cascade them throughout the workforce.
Spiral Economics - a model based on the Claire Graves research - exploring the dynamics of value creation from individuals to the entire stakeholder ecosystem.
Training Courses Developed:
IXCS 3 Day Intensive - WesBank - Customer Service
A 3 Day MBA in Social Business (for Terrapin) - covering B2B, B2C social network concepts and tools.
3. Services Offered
Rapid Prototyping of Social Networks - with rapid feedback and agile metrics.
Workscapes - performance support social networks (incorporating informal learning)
User Experience Mapping - Designing network elements to fit staff profiles.
Lunch 'n Learn Sessions - from frontline to C-suite level audiences - succint explorations of current social business elements e.g. #SoMoLo
Intrapreneur Sessions - designed to build capacity with internal teams to rapidly identify, design and test social network initiatives.
Mari Eagar hired Carl as a Social Collaboration Strategy Consultant in 2010/11:
"Carl Spies combines strategic thinking with design thinking to create a unique approach in social business design. He implements strategic initiatives using a people centric and collaborative approach, which ensures successful change in peopleâ€™s behavior to support the implementation thereof. Carlâ€™s work is based on deep research of theory as well as significant experience in social technologies, therefore making his solutions robust, credible and implementable.
An example of his strategic contributions and social design thinking skills can be seen with the openaxyz method and toolset where Carl contributed to the original conceptual design which was focused on the application of design thinking in the strategy domain. He also visualised and developed architecture foundations in openaxyz such as the social group module and the visualisation features, making the product unique in the market place. He is able to move other peopleâ€™s ideas into unique, differentiating insights and innovation."
-Mari Eagar CA - M Phil Leadership (cum laude) and Member of the Canada-Southern Africa Chamber of Business.
My purpose is to “Inspire, Activate, Develop and RELEASE the Godgiven
potential in others (especially leaders). I accomplish this through the 3CTM processCoaching,
Consulting,Counseling, Training and Mentoring.
My current involvement:
External Consultant at Leading Edge Business Solutions (A premiere training and consulting
company ( www.leadingtraining.co.za )
Director at Leaders in transformation (an NPO focussed on developing emerging,
undergraduate leaders at tertiary institutions www.leadtransform.org )
What I bring to the table:
Vast experience in the health sector (>10 years experience in Clinical Medicine), business
strategy, management and leadership (Director in a Consulting firm), Spiritual and social
development (Managing director of a faith based NGO in Namibia).
Using the 3CTM process I assist leaders in spiritual, personal and professional development
using a neuropathophysiological (how the brain works) and self discovery approach to effect
deep personal transformation toward self actualization.
â— Certified Cultural Intelligence Facilitator and Trainer with the Cultural Intelligence
Institute ( www.CulturalQ.com )
â— Certified transformational leadership Coach (via www.TLiGlobal.com )
â— Motivational Speaker (via Dale Carnegie Institute)
â— Executive leadership enhancement Trainer (via John Maxwell facilitator training).
â— Organisational development and strategy Consultant (via miniMBA
course and practical experience)
â— Team leadership development Facilitator (strengthsFinder process)
Practical Leadership Training Experience
1. I trained as a Leadership trainer and facilitator with Lead Africa. The Leadership training
was based on the 21 irrefutable Laws of Leadership by John C Maxwell. The target audience
was young entrepreneurs and emerging leaders. www.leadafrica.co.za
2. Dr. Solomons also successfully completed the Dale Carnegie Course on Public Speaking
and People Empowerment.
3. I cofacilitated Transformational Leadership training for the Edenvale Municipality Top
Management Structure as a Consultant with Siyavuma Systems.
4. I conducted several Leadership training and facilitation for Namibian Business
5. Transformational Leadership training and facilitation for the University of Namibia (UNAM)
for the Top Management of the Multidisciplinary Research Centre.
6. Transformational Leadership training and Consultant for the African Leadership Institute
7. I also trained as a Transformational Leadership Growth Coach with the Transformational
Leadership Institute www.TLiglobal.
Practical Leadership Experience:
1) Director, Opus Dei Pty Ltd 20032005.
Responsibilities included Financial Management,
Human Resource Management and Project Management. Strategic planning and Project
Management for the CSI offering of the company. Opus Dei successfully merged with Ashira
Legal Advisors in 2005 www.ashira.co.za
2) Managing Director Sororomele (Section 21) geared towards Managing CSI projects and
training programs 20042006.
With Overall Leadership and Strategic responsibility.
Sororomele was successfully handed over to new leadership in February 2006.
3) Board Member of Community Aids Response (CARE) 20042005.
Helping with Strategic
Direction for the Organization as well as Risk Management. www.care.co.za
4) Managing Director of His People Ministries Namibia a Faithbased
2006-2011 (May). Overall Leadership and Strategic responsibilities and Organization and
Leadership Development of Emerging Namibian Leaders. During his tenure the organization
grew from 98 members and 3 staff members to over 500 members and a staff complement of
20 people. HPM Namibia was successfully handed over to Namibian leaders at the end of
May 2011. www.hispeoplenam.com
5) Board Member of the Namibian Evangelical Seminary (NETS) 20092011.
included advising on governance policies and Strategic input and Risk management for the
6) Board Member and Lecturer of the African Leadership Institute (ALI) 20082011.
Responsibilities included training and facilitation, mentoring and Strategic input.
7) Independent consultant for leadership, organisational development and strategic planning
for businesses and nonprofit
9) Dr.Solomons uses the neuropathophysiology model for selfdiscovery
and self actualization
to train and facilitate leadership development in:
â— Spiritual enhancement: Practicing
effective spiritual disciplines and developing
Spiritual quotient (SQ) and Leading from WHO you are (with Selfawareness
Strength Finder coaching). How to build selfesteem
â— Personal enhancement: State
coaching, life/ energy
management, time management, personal financial management, interpersonal
relational management and empathic (EQ) and cross cultural communication skills. I
also offer training in Critical Thinking, Problem Solving and Decision Making Skills. As
well as physical, emotional, mental and spiritual health (Anger and Stress
â— Professional enhancement: Dealing
with Change and Negotiation Skills and winning
with others and how to develop a high performance teams for organisational growth
What previous clients have to say:
ABI Following Negotiating with Results with Serge Solomons:
Leading Edge is QA’s new ‘quality’ partner for soft skills training solutions.
Delegate feedback was incredibly positive, the ‘Program Content’, ‘Learning Solutions’ and
Evaluation’ components clearly met delegate expectations and the training outcomes were all
Program Content: 4.8/5 = 96%
Facilitator Evaluation: 4.9/5 = 98% Overall Program Evaluation: 4.9/5 = 98%
Other Recent students from the following Leading Edge Clients have said:
Retecon: This is a very professional institution and welltrained
staff. Thanks to all of you for a
good course, good food and a lot of food for thought.
CSIR: The lectures are professionals and know their stuff. Thanks
Standard Bank: Leading Edge is very prestigious. The environment and setting provides a
professional and good environment to learn in. Real training.
CSIR: I liked the friendliness of the staff, and the individual attention from the lecturer .
Selectech: Enjoyed the uptodate
knowledge, informality of the environment and content of
Johncom Media Investments: Very comfortable facilities. Excellent trainer Tracker: The
Lecturer, Staff and learning environment was excellent!
This two-day workshop will help you teach participants how to:
Customer Service personnel, managers, business owners, call centre personnel
Any experience in dealing with customers is useful but not necessary.
Note: information may change without notice.
This is a condensed course focusing on the best elements of Customer Service Essentials combined with best practice in Conflict Resolution, Communication Strategies, Emotional Intelligence and utilises strategies to build employee self-motivation to offer world-class service.
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution.
The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee.
This section gives a basic understanding of human social dynamics, why we do what we do, and why we feel what we feel. This is an extremely important foundation for the rest of the course
In order to give the best service possible, we need to make sure we know who our customers are. We will look at some basic ways of anticipating customer needs.
We will look at how great Service can add value to Customers in the areas of, timeliness, quality and consistency.
Taking ownership is important for making sure we are engaged and content in our work, as well as making sure our company's image is maintained well. We will look at how important this concept is in conflict situations with customers.
There are a few basic guidelines to follow regarding, greetings, conversations and appearance, which we will cover.
This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well.
We will cover some simple ways to improve our communication over the phone as well as looking at some basic telephonic etiquette.
This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to other's emotions, and managing our emotions.
Self esteem and confidence do not only make us feel good, they also improve our performance. We will look at how we can grow this self perception.
Many people find it difficult to be assertive and others find it difficult to distinguish that from aggressiveness. We will look at the very physical differences that distinguish assertiveness and aggressiveness.
This session will use the method of blending and redirecting to manage conflict and work towards common goals.
We don't want to discourage communication with our customers. This section discusses dealing with these callers gently.
In this section delegates will have an opportunity to work through scenarios with different difficult callers.
We will learn the basic concepts of getting to the bottom of a problem and addressing it.
This section will recap a few of the concepts covered already and remind the delegates that good service is an individual value.
We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.
Instructor Led classroom based training. Scheduled classes are normally held in Woodmead - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Contact hours are between 9am to 4pm.
To apply for a booking, click on the
relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.
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|Tue 7 Nov 2017||2 Days||Scheduled||Book Now|
For clients who want to enjoy the convenience of public transport, consider the Gautrain.
For more information you can download the official Gautrain brochure.
The PC hire charge is not applicable if you bring your own notebook.
It is very important that you have full administrator rights to your computer so that any software needed for the course can be installed correctly.
Please ensure that you arrive at least 30min early on the first day of training in order to get your PC setup correctly.
If this is not possible then it will be better to make use of our computer.