Smart Leadership Workshops


Training Calendar & Booking Workshops

Click here to view our Training and Events calendar and see when our Smart Leadership Workshops are coming to your region and book your seats today!


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NEW Collaborative Communication

Duration: 4 hours
Suitable for: Supervisors, managers and owners.


With support from the Hospitality Training Trust, we have created this new four-hour workshop to help supervisors, managers and owners to get to grips with the tricky area of communication. 

There will be a focus on face to face communication with your team and customers, as well as written communication - especially around social media and dealing with online reviews.

Areas that we will touch on include:

  • How do we communicate?
  • Your personal communication style and brand.
  • Emotional intelligence – what is it and how it can impact on the way we communicate. 
  • Written communication – the hidden dangers of the written word.
  • Dealing with online reviews – a focus on how to effectively respond rather than react. 

The cost for members is $55 per person for members, $90 for non-members.


Customer Service and Handling Complaints

Duration: 2 hours
Suitable for: Food and beverage, front office staff and supervisors.


This session focuses on creating an exceptional customer experience by focusing on how to provide great customer service and how to successfully turn a protentional negative into a positive when it comes to customer complaints. Areas covered include:

  • What is the staff’s role in providing “wow” customer service?
  • Developing customer loyalty through great service.
  • Why do customers complain and what type of complaints might we get in this industry?
  • What sort of process should we follow when handling issues and complaints?
  • How do we set up our systems to minimise complaints and how do we learn from issues that arise?
  • How to handle the “chronic complainer”.
  • What is the outcome of successfully handling a complaint and what impact can this have on the business.

The cost for members is $45 per person for members, $80 for non-members.


Managing and Motivating

Duration: 3.5 hours
Suitable for: Managers who are new to leading teams in both front and back of house.


This workshop focuses on how to create a self-motivated team of staff through effective communication and strong leadership. Areas covered include:

  • What challenges do you face when it comes to managing your team?
  • What does effective leadership of a team involve?
  • Tips on how to become a better delegator.
  • Understanding your management communication style and how this can impact the teams’ motivation and performance.
  • Ideas to help understand why some of your team don’t think like you!

The cost for members is $55 per person for members, $90 for non-members.


Developing a Sales Focus

Duration: 3.5 hours
Suitable for: Front of house supervisors and managers in food and beverage venues.

This workshop focuses on providing ideas and tools to assist you in developing a sales culture within your team of staff. Areas covered include:

  • Incorporating sales into the customer service experience.
  • Some key areas of focus to assist your staff with the sales process.
  • How do we ensure that our in-house sales focus fits with the marketing of the business?
  • Tips and tricks around a recipe for sales success including useful sales phrases.
  • Sales Incentives – utilising the “carrot technique” to motivate your team.


The cost for members is $55 per person for members, $90 for non-members.


Train the Trainer - An A to Z of Ideas for In House Training

Duration: 3.5 hours
Suitable for: Staff, supervisors and managers in both front and back of house who are involved in training their teams.

It’s that tricky question of whether training is viewed as an investment or a cost? This workshop focuses on providing a quick overview of how to ensure that on the job training is adding value to both your staff and to the business. Areas covered include:

  • The value and benefits of training.
  • Identifying your training gaps.
  • The traits of a great trainer and identifying these in your staff.
  • Understanding how different people learn.
  • Putting together a training session – what should you include?
  • Measuring the impact of training – did that investment pay off?

The cost for members is $55 per person for members, $90 for non-members.


Recruit Right

Duration: 3 hours
Suitable for: For those new to recruiting staff or a refresher for managers involved in the recruitment process.

This workshop is focused on the early stages of the employment relationship – recruitment, interviewing, induction and the effective use of the 90-day trial. These are key times to ensure that you get the right staff, in the right role, doing the right thing, at the right time!! Areas covered include:

  • The process of employment.
  • Ideas around effective recruitment advertising.
  • Creating an effective interview environment including useful questions.
  • What makes an effective and efficient induction?
  • Utilising the 90-day trial period from recruitment to retention!!

The cost for members is $55 per person for members, $90 for non-members.


Effective Leadership and how to have those Difficult Conversations

Duration: 3.5 hours
Suitable for: Existing and up and coming managers and supervisors in both front and back of house.

This workshop looks at how to develop the key skills of effective leadership with an emphasis on how to have some of the difficult conversations that will arise, to ensure a positive outcome for all. Areas covered include:

  • Manager vs leader – is there a difference?
  • Inspirational leadership – the different styles of leadership and what would best suit you and your team.
  • Adapting your leadership style to suit various situations.
  • Leadership in practice – handling sticky situations and uncomfortable conversations.
  • How to remove obstacles to prevent our day becoming difficult.

The cost for members is $55 per person for members, $90 for non-members.


Talking Teams

Duration: 3.5 hours
Suitable for: Owners, managers and supervisors with an established team or for those creating a new team of staff.

This workshop is focused on how to create a strong team culture within your business and minimise issues around the classic us and them attitudes!! Areas covered include:

  • What defines a high performing team?
  • What barriers can we face in developing a high performing team?
  • The various stages of team development and the expectations of leadership at each stage.
  • Understanding how teams work together and the various roles within a team.
  • The impacts of positive and negative leadership on the team dynamics.

The cost for members is $55 per person for members, $90 for non-members.


Managing Challenging and Toxic Personalities in the Workplace

Duration: 3.5 hours
Suitable for: Emerging and established managers and owners from both front and back of house.

This workshop focuses on some of the challenges associated with leading a team of people and how to cope with the frustration of someone who seems determined to make things particularly difficult. Areas covered include:

  • Communication in the workplace – understanding the different ways we communicate and the benefits of good communication vs the impact of poor communication.
  • Developing a culture of trust within our business.
  • Methods and techniques to resolve conflict.
  • The different types of difficult issues and toxic personalities that we might find in the workplace and practical solutions for addressing these situations.

The cost for members is $55 per person for members, $90 for non-members.


Performance Management - From Chaos to Calm

Duration: 3.5 hours
Suitable for: Owners, managers and supervisors from both front and back of house.

This workshop is focused on assisting you to identify, understand and deal with poor performance within your team, but perhaps more importantly to put some measures in place to prevent it from developing in the first place. Areas covered include:

  • What performance issues do you currently face?
  • Setting up for success – starting and maintaining a positive working relationship with your team.
  • What happens when we hit a bump in the road, what are we dealing with – poor performance, misconduct, serious misconduct?
  • Understanding the difference between managing poor performance and misconduct issues.
  • Getting the disciplinary process right – becoming comfortable with the legal requirements.
  • Some practical examples of how to go about dealing with the issues.

The cost for members is $55 per person for members, $90 for non-members.


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