Pathways Australia

Customer Service Excellence Course

“It was the best course I’ve attended and most fit-for-practical use (immediately). No filler, all gold!” – Previous Participant.


Key Skills

Course Summary

  • Newly appointed managers or team leaders
  • Managers with less than five years of management experience 
  • Transitioning fom ‘specialist’ to manager 
  • Experienced managers wanting to learn new skills 
  • Experienced managers looking to confirm their techniques are correct 

‘So You’ve Made It To Manager: How To Survive and Thrive’ – a transformative journey into effective leadership and management!

A two-day adventure that transcends the conventional boundaries of managerial training. Whether you’re a rising star in the professional realm or a seasoned professional, this isn’t just a course; it’s your chance to unlock unparalleled leadership capability.

We go beyond the mundane, infusing our program with practicality and engagement that sets us apart. This isn’t your average management course—it’s an immersive experience tailored to elevate your conflict management, communication, and team-building skills.

Our approach is dynamic, blending contemporary leadership theories with time-tested strategies. What sets us apart is our unwavering commitment to arming you with tools and techniques that yield tangible results from day one. We’re not just teaching concepts; we’re empowering you to implement real change in your workplace immediately.

Imagine honing your ability to influence those around you, propelling your leadership journey to new heights. ‘So You’ve Made It To Manager’ isn’t just about survival—it’s about thriving in your role, becoming a leader who doesn’t just manage, but inspires and innovates.

Managing yourself

Discover what team leaders need to do (and not do) to gain and retain the trust and respect of their team members. The list of ‘do’s and don’ts’ includes a range of practical things that really work. You will learn how to boost your emotional intelligence and participants to make developing and maintaining relationships easy.

Managing goals and objectives

Unless you have a 100% clear understanding of what you need to achieve (which is different to the tasks you regularly undertake) it’s certain that you won’t fully focus on the crucial few things that will make a difference. In this session you will learn how to identify, focus and deliver on your five critical success factors.

Managing your management style

All leaders and managers have their own, unique style. In this session you will identify your own style and learn when it will work and when it won’t. Best of all you will discover a little-known techniques that you can apply successfully to any management situation.

Managing ‘difficult’ conversations

Having that ‘difficult’, ‘awkward’ or ‘uncomfortable’ conversation with someone is often challenging. Maybe it’s a team member, a colleague or even you own boss! You will get an insight into why we sometimes avoid having them but more importantly, how we can manage them in ways that deliver the outcomes we want and need!

Managing your time

Want to achieve more in less time? Ever wondered why some people seem to get so much done but never appear hurried or stressed? By learning what to focus on and letting go of some bad habits you will become more productive, feel under less pressure and more in control of your life.

Managing your team

So you want to be leading a highly effective, motivated team that has a great culture! In this session you will learn about the ten things (that’s right, just ten!) things that great team builders do! And the good news is that you have the capability of doing these things right now … you don’t need a PhD or permission from anyone. These team building secrets really do make a difference!

Managing and assessing performance

Ensuring that your team members meet expectations and standards (of both their work and behaviour) is one of your basic responsibilities …. So too is accurately assessing their performance! You will be shown our six-step process that will give you the tools you need to drive exceptional performance

Managing your manager

At least once in your career, you will likely report to a more senior manager whose own ‘ways of doing things’ or their lack of competence will get in the way of you doing your job effectively! You will learn about the four (yep, just four) options available to you, and the steps you can take to either work with (or maybe around) such a person.

Managing and resolving conflict

Sure conflict and disagreements happen all the time. But they don’t need to be destructive if managed and resolved. Here you will discover the major causes of conflict, how to identify when a mild disagreement may escalate, and what you can do to effectively manage and resolve it … vital leadership skills that you will learn and practice!

Managing change

Yes it’s often inconvenient, often disruptive and nearly always resisted by at least some people. Yet, teams and organisations that don’t embrace change will just go backwards… and that’s a fact! In this session you will be told about the six principles that we must adopt to get organisational change to be accepted and implemented.

Managing ‘Difficult’ people and their behaviours

Toxic, disruptive and generally unacceptable behaviour just can’t be tolerated…. And yet organisations sometimes seem unwilling to take action. In this important session we will examine the different types of ‘challenging’ behaviours, why they occur and the nine guaranteed steps to completely resolving the problem.

Managing the ‘Boss V Friend’ relationship

What relationship can and should you have with your team members? Should you be just the ‘boss’? ‘Friend’ to some or all? Should you socialise with your team members and are there ‘rules’ you should follow. We will provide you with sensible and workable guidelines that will help you work out what your relationship should be.

Managing team member motivation

Motivated and engaged employees will usually deliver outstanding results. You probably already know that. But what are the secrets to motivating our team members? In this final session of the course you will learn exactly what critical success factors are to ensuring that your team members feel engaged and satisfied! You will be surprised at how easy it is!

‘So You’ve Made It To Manager’ course delivery has been designed to give you the most valuable two days of training possible. While it has been established on management theories, the course itself is practical, and dynamic and focuses on the tangible outworking of effective management.

Throughout the course, you’ll experience a diverse array of learning methods:

  • Facilitator presentations
  • Whole-group discussions
  • Small group discussions and activities
  • Self-reflection tools
  • Confidential self-assessment
  • Group learning activities

The course has a welcoming environment and encourages questions, discussions, and participation. In other words, it’s not boring!

Peter Holdsworth has spent most of his professional career leading, managing and advising community service organisations so he has unique insights into what works and what doesn’t … particularly in the art of management. He has post-graduate qualifications in management, is a Fellow of the Australian Institute of Management, a graduate of the Australian Institute of Company Directors and is a Churchill Fellow. He also sits on the boards of four community service organisations. His presentations are practical, engaging and memorable!

We can conduct any of courses specifically for your staff at your premises. This may prove to be cost-effective and, of course, we can tailor our programs to meet the specific requirements of your organisation and participants. You can read more here

Post-Course Support

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54 %
of attendees rated their course experience 5/5


“Lots of new ideas and techniques that I can look to implement at work on a daily basis. Interactive was good and learning from others.”
David Wright, Elantis Premium


“Lots of new ideas and techniques that I can look to implement at work on a daily basis. Interactive was good and learning from others.”
David Wright, Elantis Premium


“Learned some very interesting and thought-provoking ideas and strategies. Material was good.”
David Martin, Optiver

Frequently Asked Questions

This course has been designed with versatility in mind, so whether you are an established leader or a newcomer stepping into the management realm, this program is a great way for new and experienced managers to brush up on and build their skills. It’s one of our foundational management courses and is ideal for those starting their management journey – as well as for managers with up to five years of experience looking to consolidate their skills.

The program also serves as a dynamic training course for non-profit organisations, effectively addressing the unique challenges faced by leaders in this sector. For those stepping into new roles, our management courses equip you with the practical skills needed for immediate implementation.

Even if you are an experienced manager, our management training allows you to update your skills, learn new strategies, and stay current in an ever-changing business landscape. This course for managers ensures a comprehensive learning experience that caters to all levels.

Upon enrollment, you’ll receive an interactive workbook that you can choose to access in the way that best fits your learning style. Whether you prefer to print it for hands-on interaction or use it digitally on your tablet or laptop, the choice is yours.

Our main goal is to ensure you can focus on enhancing your managerial skills without worrying about the logistics. With our training courses, your primary responsibility is to bring your eagerness to learn, a readiness to participate, and a mindset open to new approaches and ideas.

Our courses at Pathways Australia are targeted towards employees within the not-for-profit (NFP) sector. This group encompasses support workers, team leaders, divisional managers, department leaders, and coordinators (among others) who are looking to refine their management skills and capabilities. However, the scope of our course for managers extends beyond NFP organisations.

We welcome participants from a broad spectrum of organisations, such as educational institutions, government departments, and private-sector businesses. Our management courses have been attended by school administrators, government officials, corporate managers, and even entrepreneurs who find the training valuable for their operations.

Our management course is facilitated by Peter Holdsworth, a seasoned professional with diverse experience in leadership roles, including team leader, CEO, and board member. His credentials include a Fellowship with the Australian Institute of Management (AIM) and graduation from the Australian Institute of Company Directors (AICD), underscoring his deep expertise in management.

For over 15 years, Peter has been conducting our management courses, infusing them with practical insights from his real-world experience. Whether you’re seeking foundational management training or advanced supervisor courses, Peter’s approach ensures you receive engaging, tailored, and applicable learning experiences to enhance your managerial skills.

Upon completion of any of our courses, whether it be geared towards management, customer service, or other training, you’ll gain more than just the knowledge acquired during the sessions. You will have access to a wealth of post-course resources that further support your ongoing learning journey in management. This extends your learning beyond our standard management courses and includes materials to solidify your understanding, as well as tools to apply your new skills effectively in your work environment.

Additionally, we provide a unique opportunity for a one-on-one management mentoring session with your course facilitator. This personalised session allows you to address any specific challenges you may be facing, seek additional advice, or simply delve deeper into areas of management that interest you. This individualised attention sets our course for managers apart and ensures that you continue to grow and thrive even after the formal training ends.

At Pathways Australia, we believe that there’s always room for improvement. Any of our array of courses will help you continue to develop and develop your leadership skills. We highly recommend our leadership or emotional intelligence courses. These are popular choices among attendees who’ve completed the management course, as they focus on the soft skills that are crucial for effective leadership. For more information on our courses, contact us today.

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