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LION GLOBAL HR PTY LTD
ABN: 29 124 071 322
Training Programs
2015
LION GLOBAL HR PTY LTD
www.lionglobalhr.com.au
Phone: 1300 88 22 50
E: marlene@lionglobalhr.com.au

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Index
Senior Facilitator Page 3
Ignition - Performance Management Training Page 4
Time Management for Managers Page 5
Time Management & Lifestyle Balance Page 6
Thriving on Stress Page 7
Presentation Skills Page 8
Customer Service Program Page 9
Negotiation Skills Page 10
Effective Teamwork Page 11
Influencing & Conflict Resolution Page 12
Train the Trainer Page 13
Introduction to Project Management Page 14
Compliance (Bullying, Harassment, Discrimination) page 15
Short Courses and Presentations Page 16
Testimonials Page 17
Customer List Page 18

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Mark Moore
Mark has twenty four years of Training and Consulting experience. He has
designed and delivered of a wide range of technical and conceptual courses.
Mark has managed his own training business for fourteen years. He has an
Economics and International Politics degree from UNISA and the University of
the Witwatersrand. He has completed Consulting and Facilitation seminars at
Hawthorn Institute, Maxxim, P/D Performance Dynamics, Integro, Liberty
Consulting, Australian Psychologists Press, and has Certificate IV in
Workplace Training and Assessment (MBTI, DiSC and TMS)
Graham Blackley
With over eighteen years of experience in the industry, Graham Blackley is
renowned for his professional, vibrant, energetic and exciting approach to
learning and development. Graham, who has worked with clients in the United
States, South Africa, New Zealand and Australia, specialises in showing
teams and individuals how to excel. Graham has B.A Hons, a Certificate IV in
Training and Assessment and is accredited to conduct Myers Briggs Types
Assessments as well as DiSC.
Training Philosophy
Our approach to training is to blend theory with lessons drawn from actual
work experience. To achieve this end our workshops are facilitated in
accordance with Modern Adult Learning Principles. We work hard to establish
an open and trusting environment where participants are comfortable to share
and explore these real life experiences. These are combined with established
concepts and techniques, and participants are encouraged to develop and
practice specific actions which can be implemented when they return to the
work environment. Our approach is to avoid over theorising - the emphasis is
on practicality. Role-plays and practice are importance. We encourage
discussion of actual work scenarios to bring authenticity to the training
experience. We believe that participants should be able to immediately apply
some of the tools and techniques they have learned.

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Ignition – Performance Management Training
Target Audience:
Managers and Supervisors who rely on others to achieve business goals and
objectives.
Duration: 1 or 2 day versions available
Program Outline
This is a training course based on the book “Ignition” written by Mark Moore.
The course is designed to equip managers with the key skills required to help
employees excel. It is typically conducted over two days however a one day
version is also available. The course takes a close look at the four main
performance challenges any manager will face. We explain why each
challenge requires a different approach. Simple and practical models are
illustrated and participants spend time practicing and fine tuning their
techniques. The course is highly interactive and participants are encouraged
to table real life challenges to discuss and workshop.
In this program participants will learn:
Content:
• The role of a leader
• Why employees underperform
• How to set clear performance expectations
• Why Values are critical
• How to communicate collaboratively
• The four main performance challenges managers typically face
• How to give effective personal feedback
• Adjusting to different personalities
• Informal counselling – what it is, when to use it
• Leadership versus Management, what is the difference?
• Using leadership to maintain high motivation
• Strategies to encourage team effectiveness.
• How and why managers must delegate regularly.
• Dealing with resistance to change
• Coaching staff to plan and prioritise correctly

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Time Management for Managers
Target Audience: Managers who want to improve
the effectiveness of themselves and their team.
Duration: One Day
Program Summary:
Many people work very hard and yet appear to make limited progress in
achieving their work goals and targets. Unfortunately hard work is only part of
the formula for being productive. It is also very important to be able to identify
and focus on the “right” work if we are to improve our effectiveness. Equally
important is the ability to help those around us manage their time more
effectively. The behaviours of our managers, our colleagues and our staff all
impact our time. This program explores practical techniques that help
participants take more control over their most precious resource – time.
Content:
In this program participants will learn how to:
 Explain the difference between “efficiency” and “effectiveness”
 Use the “Pareto Principle” to help establish priorities.
 Apply the “Urgent / Important” matrix
 Overcome Procrastination.
 Demonstrate a simple and effective planning technique.
 Set clear measurable goals.
 Break down goals into clear action plans.
 Plan and manage effective meetings
 Delegate with confidence.
 Coach staff to manage their time and priorities.
 Use Asana, OneNote and Dropbox to work collaboratively with
colleagues
 Manage personal energy levels to maximize work performance.
An indicator is used to help participants to assess how effectively they utilise
their time. It highlights both strengths and weaknesses and helps identify how
they can work more effectively with others.

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Time Management & Lifestyle Balance
Target Audience: Employees who struggle to
meet their job performance goals and targets.
Duration: One Day (half day version available)
Program Summary:
Many people work very hard, yet appear to make limited progress towards
their work and personal goals. Unfortunately hard work is only part of the
formula required to be productive or successful. It is also very important to
identify and focus on the “right” activities if we are to improve our
effectiveness. We need to reduce the time we spend on low priority activities
and we need to ensure that we maintain a healthy lifestyle balance. Burnout
adversely impacts both the employee and employer. This program explores
practical techniques that help participants take more control over their most
precious resource – time.
Content:
In this program participants will learn how to:
 Demonstrate a simple and effective planning technique.
 Explain the difference between “efficiency” and “effectiveness”
 Use the “Pareto Principle” to help establish priorities.
 Apply the “Urgent / Important” matrix correctly.
 Develop practical plans to overcome procrastination.
 Recognise and manage typical time wasters such as inefficient
meetings.
 Manage personal energy levels to ensure work engagement.
 Positively influence others who adversely impact your time.
 Understand the link between Lifestyle balance and work performance.
 Identifying meaningful lifestyle goals
 Develop practical strategies to help realise these goals
A indicator is used to help participants to assess how effectively they utilise
their time. It highlights both strengths and weaknesses and helps identify how
they can work more effectively with others.

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Thriving on Stress
Duration: Half a day
Program Outline
It has been said that we live in the age of anxiety. We are expected to do a lot
of tasks very quickly and very efficiently. Restructures, personality clashes,
lack of career development and role ambiguity all add to this cauldron of
pressure. To complicate matters we also experience personal pressures
outside of the work environment that that add to the anxiety equation. How is
it that in these conditions some people exhibit a high tolerance while others
struggle. Some people crumble while others thrive and excel. Ironically we
cannot escape stress. In fact the absence of mental and physical stimulation
can itself be stressful. We can however benefit from understanding how to
recognise the signs of excess stress, and explore strategies to help manage
stress constructively when we experience it
Content:
In this program participants will learn how to:
 Describe what is meant by the term “Stress”.
 Explain why some stress is important to good health.
 List typical causes and symptoms.
 List warning symptoms that stress is becoming excessive.
 Detail the Stress Response Cycle.
 Identify work stressors and non-work stressors.
 Outline appropriate and inappropriate strategies for dealing with stress.
 Formulate an action plan to address areas of concern.
- .

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Presentation Skills
Target Audience:
Any employee who gives presentations and
is dissatisfied with their delivery.
Duration: One day
Program Summary:
Effective presenters make the craft look simple. They quickly and easily
demand the attention of an audience. They weave in interesting and relevant
illustrations to make their points. They end their presentations clearly,
concisely and precisely within the time frame allocated to them. The audience
leave with a very clear understanding of what the presenter wants them to
think about or do. It looks simple but somehow things don’t always go as
smoothly for us. We run overtime, the audience fails to respond to our
humour, they get bored and restless, we struggle to find the words we so
carefully crafted or we are overcome with anxiety. This program helps
address these problems. The program looks at the essential elements
required to give a persuasive presentation that commands both interest and
demands action. It helps participants avoid the ten deadly mistakes
presenters tend to make.
Content:
In this program participants will learn how to:
 Clarify the purpose of their presentations.
 Structure and sequence a presentation for maximum impact.
 Accurately analyse the needs of an audience.
 Deliver with variation and creativity.
 Effectively use visual aids to support key points.
 Implement strategies to deal with anxiety.
 Build rapport and arouse interest.
 Open and close with impact.
 Manage time in a flexible manner.
 Handle questions with confidence.
Final presentations are recorded for participants

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Customer Service Program
Target Audience: Staff who deal with customers, and would like to improve
their Customer Relations Skills.
Duration: 1 day
Program Summary:
Dealing effectively with the public requires a definite skill set that is often
taken for granted. It is only when we fill the role of a customer that we realise
how few operators are fully equipped to provide outstanding service,
especially in difficult circumstances. Simple techniques and strategies applied
with thought and purpose can turn a potential confrontation into a satisfying
experience. This program explores techniques to help quickly establishing
rapport, uncover real needs, manage emotion and negotiate collaboratively.
Content:
In this program participants will learn how to:
 Describe and define Outstanding Customer Service.
 Explain the 6-phase service model.
 Use key skills and specific techniques to progress through each phase.
 Accurately uncover customer needs.
 Identify practical and satisfactory solutions to customers.
 Profile and respond to different communication styles.
 Recognise the early signals of dissatisfaction.
 Deal effectively with anger and emotion.
 Negotiate for win-win outcomes.
The following assessment tool is used:
- DiSC Personal Profile System
Carlson Learning Company

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Negotiation Skills
Target Audience: Managers and Contractors
Duration: One Day
Program Summary:
We negotiate all time – both informally and formally. Whenever we try to
persuade or influence someone we are negotiating. At work productivity,
performance, relationships and even careers are all affected by our
effectiveness as negotiators. Negotiation is equally important when we
represent our employer. If you negotiate with poor technique or strategy, you
and your organisation can end up paying much more than you need to – in
terms of time, money and quality. Negotiation is accepted as an essential part
of life throughout the world, yet Australia is one of the few places where the
population remains relatively unskilled in this craft. The aim of this program is
to introduce participants to the critical steps and skills required to negotiate
effectively both at the informal and formal level.
Content:
In this program participants will learn:
 Outline and apply a simple three step informal negotiation model.
 Quickly build and maintain rapport
 Identify and use five different informal negotiation strategies.
 Detail the six steps that formal negotiations typically progress through.
 Use and apply the key principles of this model.
 Describe the difference between “position” and “need”
 Explain how to build or diminish power.
 Identify and counter classic negotiation tricks.

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Effective Teamwork
Target Audience: Team Leaders and Frontline Managers.
Duration: One Day
Program Summary:
Most successful organisations have team structures in place and for good
reason. Good teams and effective teamwork can provide a genuine
competitive edge to any organisation. Better ideas, more supportive
environments, fewer blind spots, and greater productivity are just a few
benefits that await those who are able to build and maintain high performing
teams.
Unfortunately many managers find it quicker and easier to continually make
decisions themselves. In the short term this strategy does save time, but in
the longer term it can lead to disenchantment and ineffective responses to the
needs of the business. It also can restrict development, and leave the
organisation exposed to the experience and skills of a few key “experts”.
It takes take time, trust and patience to mould a group of people into a
cohesive team. Many managers fail this test because they simply do not
know where to start, and so this program helps managers to formulate a
strategy that gets the process underway.
Content:
In this program participants will learn how to:
 Identify stages of development through which teams typically progress.
 Measure their team’s stage of development.
 Plan and implement team development strategies.
 Align team activity with corporate strategy.
 Open communication channels and build trust.
 Empower and develop team members.
 Deal with members who display non-team behaviours.
 Effectively facilitate collaborative meetings.
 Respond to the different needs of team members.

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Influencing and
Conflict Resolution
Target Audience: Anyone who works closely with others and would like to
improve their interpersonal skills.
Duration: One Day
Course Overview
Your success and the success of your organisation to a large extent depends
on how you well you interact with those around you. This skill is now popularly
referred to as “Emotional” or “Social Intelligence”. This course examines the
skills that help build this “Intelligence”, and enables us to exercise positive
influence in the workplace. It is designed to help participants interact more
effectively when dealing with others, especially when there is disagreement or
contention. Practical assertive techniques, and a simple yet powerful three-
step conflict resolution model is explored to help achieve collaborated
outcomes. A practical and informal negotiation model is also introduced and
practiced. Finally, the course explores emotional management techniques to
help maintain rapport and dialogue when discussions become heated.
Content
In this program participants will learn how to:
 Building productive workplace relationships
 Communicate collaboratively
 Overcome barriers to communication
 Manage difficult conversations
 Respond to different personal styles
 Establish dialogue and rapport
 Provide constructive feedback
 Negotiate for win-win outcomes
 Manage Emotion and Anger
The following assessment tool is used: Interpersonal Influence Inventory

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Train the Trainer
Target Audience: Anyone who prepares lesson
plans and conducts training sessions of any kind.
Duration: 2 days
Program Outline
It has been said that we are in an Information Revolution, where those that
have knowledge have power. Any organisation that can build and pass on
knowledge quickly and effectively, are highly likely to improve their
performance and competitive capability. There are many ways in which
knowledge can be built and shared within an organisation, one of the most
common ways is to provide formal training sessions. These face-to-face
sessions can be exceptionally effective - regrettably this is not always the
case.
Most us can recall training sessions which have wasted our time. The
reasons for this are many, but seldom are they complex. The objectives were
unclear or not met; it was boring and lacked interaction; too fast or too slow,
or perhaps it was disorganized and disjointed. It does not take much to turn
participants off a topic and lose their commitment to the training process. This
workshop examines the key skills and principles required to deliver effective,
engaging and productive training sessions.
Workshop objectives:
At the end of this workshop participants will be able to:
 List the skills and personal qualities required to train people.
 Conduct a basic Training Needs Analysis
 Write clear and measurable objectives
 Explain and apply Adult Learning Principles.
 Write a Lesson Plan
 Conduct an interactive training session
 Respond to different learning styles and group dynamics.
 Vary presentation style to meet time requirements.
 Use Visual Aids to enhance rather than to distract.
 Accurately assess training effectiveness.
Videos of final presentations are provided.

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Project Management
Target Audience: Staff who manage projects or are part of a project team.
Duration: 1 day
Program Outline
Humans have been managing projects throughout recorded history. The
Egyptian Pyramids most definitely could not have been completed without
exceptional project managers and team members. Similarly the ancient
Greeks and Romans left behind many impressive examples of successful
large-scale projects. While most of the techniques they used to achieve these
remarkable results have been lost, many excellent tools and techniques have
been developed or rediscovered particularly in the twentieth century. World
conflict, the Cold War and the emergence of large multinational corporations
has spurred the development of tools to help coordinated the large-scale
movement of resources. Your project may be small relative to these,
nonetheless the skills and tools required to bring your project in on time, are
the same and surprisingly easy to use.
Content:
In this program participants will be able to:
 Define a project
 Understand and use project management terminology.
 List the top ten reasons project fail.
 List the major phases that a typical project must progress through.
 Scope a project correctly
 Complete a simple Statement of Works
 Select effective project teams.
 Identify and manage potential risks.
 Create a Work Breakdown Structure (WBS)
 Convert a WBS into PERT and Gantt charts.
 Deal effectively with team members who fall behind.

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Compliance Training
Target Audience: Everyone.
Duration: Subject to content focus.
Program Outline
Over the past few decades new laws have been introduced in Australia to
ensure that employees work in a safe, healthy and productive environment
free from all forms of physical, emotional and verbal abuse. These laws also
benefit organisations as the hidden costs associated with poor practices in
this area can be significant. If you are a supervisor or manager not only do
you have a legal obligation to monitor and control all health issues in the
workplace, but you have a legal obligation to ensure that all staff fully
understand and abide by these legal requirements. Based on and supported
by the outstanding "Duty of Care" video series his course is designed to clarify
exactly what these requirements are. Specifically the course examines:
 Exactly what constitutes bullying, harassment and discrimination.
 How poor practice can impact an organisation
 What is reasonable direction
 Why incidents can be hard to uncover.
 Warning signs to watch out for
 Roles and responsibilities
 How to maintain a safe environment
 How to deal with an offender.
 What to do if someone raises a complaint.
 Internet and email liability prevention (optional inclusion)
Typically we like to use established policies that organisations have
developed. If these have not been developed and put in place we would
strongly recommend that this is done immediately. Our courses are
conducted in a facilitated manner. PowerPoint is not used; rather we rely on
debate and discussion to clarify key issues. We encourage participants to
share experiences and approaches in a safe and confidential environment.
Important points are supported with very short videos, group exercises, case
studies and (where appropriate) role-plays.

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Short Courses and Presentations
If you do not have the time to commit staff to a full one or two day course, our
short sessions and presentations are worth considering. These can be
conducted as short training sessions ranging from 2 to 4 hours or be delivered
as a one presentation for small groups or at conferences. These are
extremely time and cost effective. Topics can include aspects of any of our
standard courses as well as:
 DiSC Personal profile System / Myers - Briggs
 Networking Skills
 Giving Effective Feedback.
 Work Satisfaction and Personal Renewal.
 Stress Management.
 Internal Customer Service.
 Change Management.
 Collaborative Selling.
 Facilitation Skills.
 Introduction to Negotiation.
 Managing Meetings
 Work-Life Balance
 Team Management Systems (TMS)
Our Approach to Training
Our facilitators believe training should be highly interactive, and participants
do not sit down for long. We encourage participants to share ideas and to
reflect and review the success of actual experiences. Discussion is
supplemented with highly validated Psychometric Indicators and Assessment
Tools, which help participants, better understand the way they and others
approach challenges. When we do introduce tools and techniques, we
ensure that they are simply and practical, and can be immediately applied
back in the workplace.
Your Investment
The cost of our programs is determined by factors such as materials used and
training volume. We work closely with our customers to deliver high quality
programs that fit into their budgets.

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Testimonials:
“I was so impressed with his professionalism. The feedback from all staff has been
fantastic”. - Jackie Moriarty
Thanks for providing four great training sessions, I don't think I have heard one
negative comment about the sessions. All staff have been totally engaged.
BRILLIANT Kate Taylor
Mark was fantastic, he engaged a diverse group, who have shown in the past, are
not easily engaged. His presentation was smooth and professional
- Michael Beck
“Graham is one of those individuals from the moment he steps in the room the staff
are in awe of what next he is going to say or present. I find Graham one of the
easiest and most professional trainers that I have ever worked with and that nothing
is too much trouble. - Steve Crawcour, formerly General Manager, Council
Business/Community Relations at Brimbank City Council.
Thank you Mark. The guys are tough critics, and they’ve all said that it was worth
their while to attend. You were the perfect facilitator for them. THANK YOU for doing
such as a great job as usual! - Renee Mengler
Thank you for doing the training yesterday. I have spoken to Angelo and he thought
it was fantastic. I was particularly interested in his feedback as he is one of the most
experienced managers - Jackie Arter
Just letting you know the Training was fantastic, Mark was awesome !
- Scott Marsh
I had the pleasure of being in the group training on Time Management you did in
Wollongong last Tuesday. I just want to let you know how much I enjoyed the day
and how much I learned from it. I have been to many different trainings and
workshops over the years, yet yours stands out as the best I have ever attended
- Lyn Bailey
I would like to offer my congratulations on your presentation. It was exactly what I
had hoped. It was aimed perfectly for your audience and their response so far has
exceeded my expectations.- Andrew Naughton
“Graham's customer service training exceeded our expectations and helped our team
to develop skills to assist in providing excellent customer service to our valued
customers. We have tried other customer service training, none of which engaged
our staff the way Graham did. Thanks for a great session and [for] providing a
positive learning environment.”
Allison Davis, Group Risk Manager, The Warranty Group.

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Organisations we have worked with:
AFL Publishing Austin Hospital
Australian red Cross Blood Service AGL Electricity
Beringer Blass Wine Estates Abercrombie and Kent
AXA Group CGU Insurance
CSL Limited City of Brimbank
City of Darebin City of Moonee Valley
City of Port Phillip City of Salisbury
City of Hume City of Maribyrnong
City of Melbourne City of Manningham
City of Mornington City of Whitehorse
City of Maroondah City of Whittlesea
City of Casey Concorde International
Chisholm Institute Carlton and United Breweries
Cable and Wireless Optus Crossroads Human Resources
Cardno Grogan Richards Dun and Bradstreet
Direct Connect Department of Transport
Department of innovation, Industry and regional development
Department of sustainability and environment
Department of Infrastructure Department of Human Services
Deakin Prime Frito-Lay
Ericsson Australia Foster’s Group
Ford Motor Company Gallagher Jeffs Consulting
Guild Group Interim Technology Associates
Kangan Batman TAFE Langdon Group
Legal Aid MYOB Australia
Mecwa Merrill Lynch Investment Managers
Medibank Private Melbourne Museum
Museum of the moving images MLCOA
National gallery of Victoria Peregrine Adventure Tours
Pulse Pharmacy PPG Industries Australia
Raflatac Oceania Pty Ltd RMIT
Monash University Retravision
Sigma Pharmaceuticals Pty Ltd Seven Dimensions Pty Ltd
AIM Training Dimensions
Vic Govn Solicitors Office Patties Foods Pty Ltd
Victoria Managed Insurance Auth WISE Employment
Waltons Yarra Trams
Urbis The Law Institute