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Author: Tara Raj

Australian managers reviewing EOFY leadership training and team capability checklist

Is Your Team Ready for the New Financial Year?

Written by Tara Raj on . Posted in Sales & Marketing.

 

As the financial year-end approaches, managers across Australia are reviewing team performance and planning for FY2026-27. The blog is a guide covering two practical tools, viz., a training needs checklist to identify capability gaps before July and a framework for running effective mid-year performance conversations. The insights draw on CTO’s 28+ years of leadership training and management development experience across Australian organisations.

May is the month when most Australian managers feel the quiet pressure of a financial year drawing to a close. At the same time, they also have a team that may or may not be ready for what comes next. While this period is meant for some serious thinking and brainstorming sessions about capability gaps, it’s also meant to witness the mid-year performance conversation. Both are high-value activities. With capability discussion comes decisions about the team’s training needs. At CTO, we recommend organisations in Australia to prioritise the most suitable corporate training courses before July.

This blog is a guide that covers both the crucial aspects of corporate organisations at the EOFY. It provides a practical checklist that can be of great help to managers when it comes to identifying their teams’ development needs before the new FY begins. The blog also discusses the framework for effective mid-year performance conversations that will actually make a difference.

Why do timely decisions about EOFY training needs matter?

Before you make a decision regarding your team’s professional training courses, slow down, take a pause and ask the right questions. These questions are the ones worth working through now.

People & leadership

New or emerging leaders

Do any team members need foundational management training before taking on more responsibility in the new year?

Supervisors struggling

Are frontline supervisors getting the support they need, or are they managing on instinct?

Coaching culture

Are your leaders developing their people, or solving every problem themselves?

Team performance & communication

Persistent performance issues

Are there any recurring concerns that can be addressed by training, not just feedback?

Communication breakdowns

Are you repeatedly observing issues, like unclear expectations, misalignment, or team conflict patterns?

Customer-facing teams

Has service quality been consistent? Are complaints/escalations higher than expected?

Tools & systems

Microsoft 365 adoption

Is your team actually using the tools you are paying for? Or is the team just working around them?

New system rollouts 

Do you feel any of the planned upcoming changes (in FY26/27) require a structured training program well before they land?

Did you say ‘YES’ to more than two questions? Then that’s your priority list of professional training needs for the new financial year!

As mentioned earlier, the time to act upon these identified training needs is before July. Missing this timeline can mean another crucial financial year without the right capability in place.

Manager conducting a mid-year performance conversation with an employee

What does a good mid-year performance conversation actually look like?

Being in Australia’s corporate training industry for more than three decades now, we understand that most managers dread the mid-year review. They either rush through it, make it a one-way debrief, or simply steer the discussion away from difficult topics. None serves the manager or the employee well.

Most performance review sessions happen in June and are forgotten in July. We believe managers should be aware of what separates a conversation from the kind that employees tend to forget by the time the first quarter comes to an end. Here is what you can do as a manager to ensure your mid-year performance conversation is effective enough to make a difference.

Before the conversation

  • Review the goals set at the start of the year: Not just your impressions of performance.
  • Prepare specific examples, both where things are going well and where development still has a lot of scope.
  • Give the employee enough time, too. Send a prompt 48 hours before, to prepare.

During the conversation

  • Start with their perspective. Ask how do they think the first half of the year has gone before you offer yours.
  • Be specific about what you mean by ‘good’. Vague feedback (“You could have communicated better.”) is often not actionable.
  • Focus on development, not just assessment. Offer your input on what the person needs to learn, practise or do differently.
  • End with clarity – agreed actions, a development focus and a mutually decided timeline make it a clear, positive end.

That one ‘game changer’

Now’s the time to know that one question that changes the whole conversation – “What’s one thing I could do differently to better support your development this year?”

We know most managers never ask it, whatever the reason is. We recommend asking this because it can really be the ‘game changer’ for you and your team. The ones who ask tend to have teams that are more open, more engaged and more proactive toward your feedback.

Driving effective, fruitful performance conversations is certainly one of the most underrated leadership skills, and like any other skill, it improves with the right training and practice. CTO’s range of leadership training courses involves both development and learning to lead programs, with practical tools and real-scenario practice that managers start applying immediately.

Professional leadership and management development training session in Australia

Now is the best time to plan the new financial year!

The organisations that enter FY2026-27 with more capable teams will enter as stronger players. It means they have used the EOY time thoughtfully, while others may wait until August, only to end up with already visible skill gaps.

CTO delivers customised leadership training, management development, and professional development programs across Australia – both onsite and online, built around your team’s real situation and your organisation’s specific goals.

Already started planning your team’s FY2026-27 training? That’s great!

Speak with a CTO specialist to know what the most suitable programs are given your team’s capability needs.

Frequently Asked Questions – Leadership Training and Mid-Year Performance Reviews

Are performance review and development conversation the same?

A performance review assesses what has already happened. A development conversation focuses on what comes next, what the person needs to learn, practise, or change to perform better in the coming period. Effective mid-year conversations do both: they acknowledge what has happened and create a specific, agreed development focus going forward. CTO’s Coaching for Development program teaches managers to hold this kind of conversation well, consistently, and in a way that employees respond to positively.

What leadership training is most useful for managers heading into a new financial year?

The programs with the most immediate impact for managers at EOFY are Coaching for Development, which builds the ability to develop team members through structured conversations rather than just directing and Learning to Lead, which gives new or emerging managers the foundational skills they need before stepping into greater responsibility. Both are available onsite or live online across Australia through CTO’s customised leadership training programs.

How do I make mid-year performance conversations less awkward?

The awkwardness usually comes from approaching the conversation as a judgment rather than a development discussion. When managers shift from “Here’s my assessment of you!” to “Here’s what I’ve noticed and what I think would help you grow!”, the conversation changes entirely. Preparation helps significantly – both your own, and giving the employee time to reflect beforehand. CTO’s management training programs include practical coaching conversation frameworks that managers can apply immediately.

Can you organise management training quickly before the end of the financial year?

Yes. CTO regularly works with Australian organisations to schedule and deliver management training programs within short time frames. Whether you need a half-day targeted workshop before June 30 or a structured multi-session program kicking off in July, CTO can design and schedule a program around your timeline. Call 1300 667 660 or submit a request at cto.com.au/course-enquiry/ to discuss your requirements.

These are the most common questions managers across Australia are asking right now. Have more questions?

Call 1300 667 660 | Visit https://cto.com.au/

Telephone Courtesy and Professional Customer Service Skills: A Workplace Guide

Written by Tara Raj on . Posted in Tech & Tools.

 

Telephone courtesy and customer service skills are essential for building trust and a strong business reputation. This workplace guide covers professional call handling, managing difficult conversations, and virtual meeting etiquette, along with practical ways to improve team communication and confidence.

Telephone professional courtesy is one of the most powerful and most overlooked contributors to business reputation. Whether your team is answering inbound calls, conducting client follow-ups or hosting video meetings on Teams, Zoom, or Google Meet, every interaction is a direct reflection of your organisation.

This guide covers the essential principles of telephone courtesy, professional customer service communication, and virtual meeting etiquette for today’s corporate environment. If you’re looking to upskill your team, explore our Customer Service Training programs or Telephone Courtesy and Communication courses

What is telephone courtesy (And why does it matter)

Telephone courtesy refers to the standard of professionalism, respect and attentiveness applied during every phone-based interaction. It encompasses your greeting, tone, word choice, listening skills, holding etiquette, and how you close a call.

The business case is clear – a lack of courtesy can directly damage customer retention rates, while exceptional service increases customer loyalty, drives repeat business and inspires positive word-of-mouth.

In a competitive marketplace where products and pricing are easily matched, the quality of your team’s communication is one of the most meaningful differentiators you have.

Part 1: The fundamentals of telephone courtesy

How to answer the phone professionally

First impressions are formed within seconds. Phone etiquette is the way you represent yourself and your business to customers and coworkers through telephone communication. This includes your greeting, tone of voice, word choice and how you close a call.

A professional greeting should always include three elements: your organisation’s name, your own name and an offer to assist. For example: “Good morning, Corporate Training Options – this is Sarah speaking, how can I help you today?”

Aim to answer within two to three rings. There’s nothing more frustrating to a customer than calling for help during business hours only to be sent to voicemail.

Customer service employee speaking confidently with a client during a professional support call

Tone, Voice and Language

On the phone, body language is invisible, which means your voice carries everything. Speak clearly, at a measured pace and with genuine warmth. Smiling as you speak is not a cliché; it genuinely changes your vocal tone in a way callers can detect.

Verbal nods, such as saying “I see” or “of course”, can reassure the caller you are engaged, particularly during longer explanations where silence on the line can feel disconcerting.

Replace weak or negative language with confident, solution-focused alternatives:

Instead of… Say…
“I don’t know.” “That’s a great question, let me find out for you.”
“She’s not available.” “She’s in a meeting right now. May I take a message or arrange a callback?”
“That’s not my department.” “Let me connect you with the right person who can help.”
“You’ll have to call back.” “I’ll ensure someone follows up with you by the end of the day.”
“Hang on a sec.” “Just one moment, please, I’ll look into that for you.”

Hold and transfer etiquette

Before placing a caller on hold, always ask permission: “Would you mind if I placed you on a brief hold to better assist you?” This signals that you are actively working on their behalf and respect their time. Check back with the caller periodically, ideally every 30 seconds and thank them for holding when you return. Never leave a caller on hold so long that they hang up in frustration.

When transferring a call, always inform the caller where you are sending them and provide the direct number in case the transfer fails. Never transfer without warning.

Closing a call with confidence

The final moments of a customer interaction are just as critical as the opening. Before ending the call, confirm any agreed actions, provide realistic timeframes and close with genuine appreciation: “Thank you so much for your patience today.” A strong close ensures clarity, prevents follow-up frustration and leaves the caller with a positive final impression.

Corporate team attending a professional virtual meeting on Microsoft Teams or Zoom

Part 2: Customer service skills for corporate professionals

Empathy is a professional skill

When a caller is upset, it is essential to remember they are not upset with the individual answering; they are upset because of the experience they are having. Actively listening and using phrases such as “I completely understand why that would be frustrating” conveys that their concern is genuinely heard.

This single step does more to de-escalate tension than any policy or script.

Active Listening – An underrated skill

Active listening means hearing and processing everything the customer says and responding in real time, rather than waiting for a gap to deliver a pre-prepared script. It demonstrates that you are present, engaged and dedicated to finding a resolution.

Practical techniques include:

  • Taking notes during the call to avoid asking callers to repeat themselves
  • Summarising key points back to the caller to confirm understanding
  • Asking clarifying questions before jumping to solutions

Managing difficult conversations

Difficult calls are inevitable. The measure of a professional is how they are handled, not whether they arise.

Remaining calm, asking open-ended questions and using assertive yet positive language, such as “I want to help resolve this, and I need us to work through it together.” This keeps the conversation focused on solutions rather than escalating the emotional temperature.

Key principles for challenging interactions:

  • Stay composed regardless of the caller’s demeanour. Your calm is contagious
  • Focus on the issue, not the emotion. Acknowledge feelings, then redirect to solutions
  • Never argue or become defensive. Even when a complaint is unfounded
  • Know when to escalate. Bringing in a senior colleague at the right moment is good judgment, not weakness

The Follow-Through Gap

Concluding a conversation by summarising key points ensures clarity, prevents follow-up frustration and reassures the customer that nothing has been lost. If you commit to a callback by 3 pm, make the callback by 3 pm. Proactively communicating if circumstances change transforms a potentially negative experience into a demonstration of reliability.

Consistent follow-through is what converts a satisfied customer into a loyal one.

Want to build these skills across your team? Our Customer Service Training courses are delivered onsite at your workplace across Brisbane, Sydney, Melbourne, Perth, Adelaide, and beyond. Enquire now.

Part 3: Video Call and Virtual Meeting Etiquette

Video conferencing via Microsoft Teams, Google Meet or Zoom has become a daily professional standard. The expectations that apply in a boardroom apply equally on screen, with a few additional considerations unique to the virtual environment.

Before the meeting: Preparation is non-negotiable

Technical issues are the most disruptive element of any video call and most are preventable.

  • Test your camera, microphone, and internet connection before important calls
  • Join two to three minutes early to confirm your setup is working
  • Choose a background that is clean and professional, or use a plain virtual background
  • Positioning your lighting source in front of you, not behind a backlit face signals a lack of preparation
  • Have your agenda, notes, and any relevant documents open before the meeting begins

During the meeting: Presence and professionalism

In a virtual meeting, disengagement is immediately visible. Looking at your phone, typing on another application or visibly losing focus sends a clear signal that the meeting is not a priority.

  • Camera on, unless agreed otherwise. Defaulting to camera-on demonstrates respect and accountability and significantly improves communication quality for all participants.
  • Mute when not speaking. Background noise, a phone ringing, a door closing, street traffic is one of the most common and avoidable disruptions in virtual meetings. Develop the habit of muting when listening and unmuting only when contributing.
  • Look at the camera, not the screen. This is the virtual equivalent of eye contact. It requires conscious effort but makes an enormous difference to how present and engaged you appear to others.
  • Address people by name. In a virtual environment, it is easy for participants to be uncertain whether they are being spoken to. Begin contributions by addressing the relevant person directly.

Platform Notes: Teams, Zoom and Google Meet

Microsoft Teams is widely used for both internal and client-facing meetings. The chat function allows participants to share links and notes without interrupting the speaker, and the raised hand feature is valuable for managing turn-taking in larger sessions.

Zoom remains popular for external meetings and webinars. If hosting, monitor the Waiting Room to admit participants promptly. If attending, join on time; a late entry is disruptive to the whole group.

Google Meet integrates seamlessly with Google Workspace. Its caption feature is particularly useful in multilingual teams or any meeting where accessibility is a consideration.

Hosting Responsibilities

The meeting host is responsible for the overall quality of the experience. This includes:

  • Starting and ending on time, consistently
  • Circulating an agenda in advance
  • Summarising action items and owners before closing
  • Following up with a written summary of decisions and next steps within 24 hours

A meeting without documented outcomes is a missed opportunity, regardless of how well the conversation flowed.

Looking for virtual communication or Teams training for your organisation? Our Microsoft Teams Course provides hands-on, practical training tailored to your team’s needs.

The Bottom Line

Professional communication, whether over the phone, in person, or via video is a learned skill, not a natural talent. The organisations that invest in developing these skills across their teams see measurable returns: stronger customer relationships, improved staff confidence, and a professional reputation that genuinely sets them apart.

If you are ready to raise the standard of communication across your team, Corporate Training Options can help. We deliver customised telephone courtesy and customer service training to organisations across Australia, tailored to your industry, your team size, and your specific communication challenges.

Corporate Training Options delivers professional development training across the Gold Coast, Brisbane, Sydney, Melbourne, Perth, Adelaide, Canberra and regional Australia. All courses can be delivered onsite at your workplace or via a virtual classroom. Visit to learn more cto.com.au

Let’s stay curious and keep growing.

Penned by Tara Raj | Corporate Training Options

Frequently Asked Questions About Telephone Courtesy and Professional Communication

The following questions reflect what professionals across Australia most commonly search for when looking to improve their telephone and customer service skills.

What is telephone courtesy in the workplace?

Telephone courtesy in the workplace refers to the professional standards applied during every phone-based interaction, including how you answer, your tone and language, how you manage holds and transfers and how you close a call. It reflects directly on both the individual and the organisation they represent. Learn more in our Customer Service Training courses.

Why is telephone etiquette important in business?

Professional telephone etiquette shapes customer perception from the very first word. It builds trust, demonstrates respect for the caller’s time, and directly influences customer retention and brand reputation. Organisations that train their teams in telephone communication consistently deliver more consistent, higher-quality customer experiences.

What are the key rules of professional telephone etiquette?

The most important rules of professional telephone etiquette include:

  • Answer within two to three rings with a clear, professional greeting
  • Identify yourself and your organisation at the start of every call
  • Speak clearly, at a measured pace, with a warm and positive tone
  • Listen Actively. Do not interrupt or multitask during the conversation
  • Always ask permission before placing a caller on hold
  • Confirm action items and next steps before closing every call

Our Telephone Courtesy training covers all of these skills in a practical, workplace-relevant format.

How do I handle a difficult or angry caller professionally?

Acknowledge the caller’s frustration before moving to solutions. Use empathetic, solution-focused language: “I understand why that’s concerning, and here’s what I can do right now.” Remain calm regardless of the caller’s tone, avoid becoming defensive and focus on the issue rather than the emotion. Knowing when to escalate to a senior colleague is also a key professional skill, not a failure. See our Customer Service courses for practical techniques.

What should you say when answering the phone professionally?

A professional answer should include your organisation’s name, your own name, and an offer to assist. For example: “Good morning, [Company Name]! This is [Your Name] speaking. How can I help you today?” This formula immediately reassures the caller that they have reached the right place and the right person.

What is the correct way to put someone on hold?

Always ask for permission before placing a caller on hold – never simply put them on hold without warning. State the reason and provide an estimated wait time. Check back within 30 seconds if the hold is ongoing and thank the caller for their patience when you return. If the wait is likely to be extended, offer to call them back rather than keep them waiting.

What are the rules of video call etiquette for professional meetings?

Professional video call etiquette includes joining on time (or slightly early), keeping your camera on unless otherwise agreed, muting your microphone when not speaking, choosing a clean professional background, positioning your lighting source in front of you, and looking at the camera rather than your screen during conversations. For platform-specific guidance on Microsoft Teams, Microsoft Teams Course.

How can I improve my team’s telephone and customer service skills?

The most effective approach is structured, practical training delivered by experienced facilitators who understand your industry context. Corporate Training Options provides customised telephone courtesy and customer service training across Australia – onsite at your workplace or online. Contact us to discuss your team’s needs or view available courses

 

Corporate training session in Australia with employees learning workplace skills in 2026

How Do You Like to Learn at Work in 2026? A Fresh Look at Corporate Training in Australia

Written by Tara Raj on . Posted in Workplace Skills.

 

Corporate Training Options (CTO) is one of the most established corporate training providers across Australia for 30+ years. We deliver customised workplace training in Microsoft 365, Leadership, Customer Service, Planning & Organisation, Sales Training and Personal Development – online and onsite. The blog discusses how learning needs to vary by situation in 2026.

The most frequent question facing L&D managers today

Have you recently sat through a training session only to walk out thinking, “I am not sure whether I will actually use any of that in future?” Yet the person walking out beside you can’t stop talking about the session and how they’re going to implement what they learned the very next day. While people often ask, “What’s the best way to learn at work?” the honest answer to it would be, “It depends.”

Learning has never been just one format. Today, new digital tools and ways of working are transforming Australian workplaces, how people absorbed information in different ways based on what they were learning, why they were learning it and what pressures they felt around at that particular time.

Today in 2026, with learning tools constantly evolving, teams are getting restructured and business cycles are moving faster than ever. No organisation can afford to rely on a single training approach now.

With more than three decades of experience, we provide a range of programs onsite or online across every Australian state. At CTO, we don’t just deliver content; we help organisations build real team capability through effective corporate training in Australia. We aim to support people to build real capability and confidence in their roles.

This blog by our experts discusses and helps to understand how learning needs to evolve with the situation in 2026, why training volume is not the same as training value and what a genuinely effective corporate training looks like for today’s Australian workplaces.

Why the corporate training landscape has adopted a shift in 2026

The way Australian organisations consider staff development has transformed over the years. It has seen a significant change that goes far beyond simply adopting any new technology or method. Several forces are converging simultaneously.

  • Workplaces are evolving faster than traditional training programs can keep pace with.
  • Tools like Microsoft 365 (formerly Office 365) are receiving continuous updates, and teams cannot rely on ‘learn once, apply forever’ anymore.
  • Hybrid and remote work cultures are transforming how and when people absorb new skills.
  • Organisations are facing growing pressure to demonstrate measurable training ROI – not just completion rates.
  • Teams are realising the need to be adaptive, not just knowledgeable; constant learning has become an integral part of today’s work culture.

While this is the reality, how can traditional one-off training events keep pace with it? A half-day session on a new platform rarely creates a lasting behaviour change, particularly when that system keeps evolving or when different team members use it in entirely different ways.

There is also a growing recognition across Australian organisations that not every training need looks the same. For instance, learning to navigate SharePoint is a fundamentally different challenge from developing a leadership style or building a high-performing team culture. Each requires a different structure and pace, along with the facilitation approach.

The result? More Australian businesses are actively seeking corporate training companies in Australia that can match the learning method to the actual need, rather than offering a generic off-the-shelf program that attempts to cover everything at once.

Four training scenarios and the approach for each

The most effective workplace training is shaped by the situation, not by what is easiest or cheapest to deliver. Here are the four scenarios that most Australian organisations encounter, and what actually works in each one.

1. When you are learning a whole new system

When someone is starting from scratch, onboarding to a new platform, transitioning to a new digital environment, or being introduced to an entirely unfamiliar toolset, what works best is structured, step-by-step guidance.

This is not the moment for information overload. It is the moment for clarity over speed. Beyond just clicking through a workflow, understanding why something works the way it does is more important.

For  example

Rolling out Microsoft 365 across multiple departments is not simply giving people new software. It changes the way how work gets done, how documents are stored, how meetings are scheduled and how teams collaborate in real time. This transition has been one of a kind and needs a carefully designed learning journey – not a rushed overview.

Effective structured training for new systems includes –

  • Pre-training needs analysis to identify skill gaps across different roles
  • Sessions that build logically from basics to applied practice
  • Role-specific examples and exercises, not generic demonstrations
  • Post-training reference materials and follow-up support

Here’s where CTO plays a crucial role. We design and deliver customised corporate training to those organisations moving to Microsoft 365 – either onsite across Australia or live online (via Teams or Zoom).

Microsoft 365 training session showing employees learning Teams Excel and SharePoint tools

2. When you need to fix one specific skill, fast

Sometimes people don’t need a full course. They need targeted, focused support to solve one specific problem or close one specific skills gap quickly. This is where short-format, high-relevance training delivers the strongest immediate return. Think of

  • A finance team that urgently requires automation of reporting with Excel PivotTables or Power Query
  • An operations manager who wants to run more effective meetings using Microsoft Teams
  • An EA who looks forward to restructuring a shared inbox and delegation rules in Outlook
  • A project lead who wants to learn how to track milestones using Microsoft Planner or Project

These cases will not need two days of structured training; they will only need the right guidance applied directly to their actual work context. This is the ‘just in time’ approach, particularly effective for Microsoft 365 tools, where practical output matters far more than theoretical knowledge of features.

3. When change is constant and ongoing

When an organisation is going through sustained change, a platform roll-out, a structural restructuring, a merger, or a broad digital transformation, a single training event will never be enough at the organisational level. Ongoing support is something that makes a difference in such situations.

  • Regular reinforcement sessions to address new challenges as they emerge
  • Follow-up workshops to build on earlier learning rather than simply repeating it
  • Check-ins give people the opportunity to ask questions as real problems arise at their desks
  • Access to experienced corporate trainers who understand the specific organisational context

At CTO, we take pride in having expert corporate trainers who understand such dynamic design programs that span weeks or months – not just because of the complex content, but because the genuine behavioural change requires repetition, consistency, time and real-world application.

4. When it is about leadership or behavioural change

We believe a single session can never deliver leadership development, communication skills, conflict resolution and broader behavioural change.  Self-paced eLearning or a one-page summary sheet cannot teach you these golden skills. It essentially requires a different approach.

  • Facilitated discussion and structured group reflection
  • Safe practice environments where people can try new approaches without real-world consequences
  • Scenario-based learning drawn from actual workplace situations, not textbook examples
  • Space between sessions for participants to practise, reflect and return with questions
  • A skilled facilitator who can read the group and adapt the content in real time

This approach is fundamentally different from learning a typical software tool. Leadership development is slower, more iterative, and deeply personal, which may seem like a limitation but that’s how meaningful professional development looks like!

  • Microsoft 365 tools can often be learned ‘just in time’ with focused, practical sessions built around real workflows.
  • Skills like leadership and behaviour need space, discussion, practice, reflection, and time between sessions.

Both are fundamentally different training needs, and we have seen many Australian organisations committing the most common mistake of treating these two learning needs as interchangeable.

Volume vs value – The mistake most training programs make

There is something that many corporate training companies in Australia hesitate to admit – more content does not necessarily produce better outcomes. It is easy to create volumes of training content and easier to fill a training day. Pack in features, tips, shortcuts and frameworks, and make your attendees leave with a thick handout and a sense that significant ground has been covered!

But what happens next matters the most. Monday comes, your trainees are back at their desks, and they realise very little has actually changed.

So, the right question you should ask yourself is not “How much did we cover?”It is “Are people doing their jobs any differently as a result of this training?”

Effective professional training focuses on the elements that actually drive capability change. These are the five things that separate high-impact training from just content delivery –

✓ Confidence

Participants leave the session able to apply skills independently, not just recognise them when they see them.

✓ Practice time

Exercises and workplace scenarios are built into the session itself, not saved for ‘later’.

✓ Workplace context

Examples reflect real roles, real tools, and real challenges, not generic or unrealistic demonstrations.

✓ Application discussion

Participants start realising how the learning fits their actual day-to-day responsibilities before the session ends.

✓ Behaviour embedding

The goal is changed habits and changed outcomes, not completed modules and ticked checklists.

Training built on these principles certainly produces results that show up in the form of improved productivity, team performance and managers’ feedback – not just post-session survey scores. That’s where a professional training company makes the difference – focusing on training outcomes against those focusing on delivery volume.

Not sure about the right training approach for your team?

CTO partners with Australian organisations to design corporate training programs that don’t just deliver content, but build real team capability!

Microsoft 365 · Leadership · Customer Service · Planning & Organisation · Personal Development · Sales Training. · On-site or online · Australia-wide.

1300 667 660    ·    cto.com.au    ·    Request a Quote at cto.com.au/course-enquiry/

What it means for your organisation in 2026

Are you responsible for training within your organisation? Ask yourself the most honest question, “Is the training we are running designed around what our people actually need to do? Or is it designed just around what is easiest to book and deliver?”

One training format will not serve every need. A leadership development workshop structured the same way as a Microsoft Teams onboarding session is clearly not serving either group well.

Here are the 3 points of alignment for effective corporate training programs –

  1. The specific skills being developed – technical tools and soft skills require fundamentally different approaches
  2. The roles and responsibilities of the people in the room – a team leader needs different learning than a data analyst or a customer-facing coordinator
  3. The business outcomes the organisation wants to achieve – not just the number of people who attended a session

When these elements are misaligned, the outcomes are predictable.

  • Low adoption of new skills or tools post-training
  • Training that feels disconnected from real work and is quickly forgotten
  • Budget and time invested with no measurable change in performance
  • Managers are frustrated by the lack of visible return on training investment

This is why more Australian organisations are moving away from generic off-the-shelf programs and towards corporate training providers who take the time to understand the business first, and then design the solution around that understanding.

CTO Is Trusted Across Australia by BHP, University of Canberra, City of Gold Coast and EP&T Global

When BHP needed to fast-track Microsoft Teams adoption across a Perth site team who were all working from home during the COVID-19 pandemic, they partnered with CTO. The result was a seamless,customised online program that facilitated adoption and built team confidence without a single person needing to travel.

“This training has really fast-tracked our learning!” – Cath Collins, BHP

Leadership training workshop in Australia focused on team development and communication skills

How CTO delivers corporate training differently

At CTO, we follow a straightforward philosophy – one training format does not fit every situation, so we do not pretend otherwise.

As one of Australia’s most established professional training companies with over 30 years of experience delivering programs for organisations of every size across every state and territory, CTO builds training that starts with what your people actually need to do, and custom-designs the learning around that reality.

What makes CTO stand apart

✓ Fully customised programs

No off-the-shelf content; every workshop is designed around your workplace, your tools and your team’s specific roles.

✓ Real workplace scenarios

Examples, exercises and discussions reflect the actual situations your people encounter every day.

✓ Practical application built in

Skills are embedded during the session, not introduced and left for participants to self-manage.

✓ Flexible delivery across Australia

Onsite at your location anywhere in Australia, or live online via Microsoft Teams or Zoom.

✓ Expert trainers matched to your needs

Specialists in both Microsoft 365 technology training and professional development – two distinct disciplines.

✓ Ongoing support available

Follow-up sessions, post-training reference materials, and long-term program design for sustained capability building.

Whether your team needs structured Microsoft 365 onboarding across multiple locations, targeted Excel and reporting skills for a finance team, leadership coaching delivered across a series of workshops, or customer service capability built across your frontline teams, CTO designs the right approach to fit the situation.

Explore the Core Training Programs by CTO

Microsoft 365 Training (Excel, Teams, SharePoint, Copilot, Power BI & more)

Leadership Training (Effective & Confident Leadership Building)

Customer Service Training (Creating Exceptional Customer Experiences)

Personal Development (Communication, Productivity & Workplace Skills)

Planning & Organisation (Strategic Planning, Time & Project Management, Goal Setting)

Sales Training (Sales Training & Management)

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What to ask before you book a training course

Now that it is clear that there is no single best way to learn at work, anyone who tells you otherwise is certainly prioritising what is convenient to deliver over what will actually work for your team. Understand this difference well before you consider booking any training. Here’s that one question worth pausing on – “What do we need our people to deliver, something that they are not able to do right now, after a particular training?”

When your training is designed around this question, the right format will emerge naturally. The content becomes relevant, the learning sticks, and the results show up not only in a feedback form, but in how your team actually performs every day! We believe this should be the standard for corporate training courses in Australia should be held to. That’s what CTO is built to deliver.

We believe this should be the standard that corporate training in Australia should be held to. That’s what CTO is built to deliver.

Is your team ready for a training designed just for you? A training that actually delivers?

Speak with CTO’s corporate training specialist to discuss your team’s specific learning needs. We are Australia’s leading corporate training providers and believe in recommending the right approach.

Experienced practical advice. No obligation.

1300 667 660    ·    cto.com.au

Frequently Asked Questions About Corporate Training in Australia

How do you know if corporate training is actually working in your organisation?

The most reliable indicator of effective corporate training is not a post-session feedback score; it is observable behaviour change back in the workplace. Ask whether people are applying new skills independently, whether tool adoption has increased, whether line managers are noticing a difference in how their teams operate and whether the problems that prompted the training have actually been resolved. Effective workplace training in Australia should produce measurable shifts in performance, not just positive sentiment on the day. If your team attended a training session three weeks ago and nothing has visibly changed, that is the data you need to act on.

Why do employees generally struggle to apply what they have learned after training?

This is among the most common challenges facing organisations that invest in professional training. The root cause is almost always the same: the session was too content-heavy and not practical enough. When training prioritises covering information over practising application, participants leave informed but not capable. They have seen how something works in a demonstration, but they have not used it themselves, in a context that mirrors their real role. The solution is to build exercises, real scenarios and workplace-specific applications into the session itself. Practice should happen during training, not be left as homework that never gets done.

How do I choose the right corporate training company in Australia for my organisation?

The key distinction is between providers who deliver content and providers who design outcomes. Many corporate training companies in Australia offer off-the-shelf programs with fixed content, generic examples, and a one-size-fits-all structure that does not vary by client. A professional training company focused on real outcomes will take time to understand your team’s roles, your tools and your business goals before designing anything. Ask directly, “How will you customise this program for our specific situation?” If the answer is vague, that tells you everything. Also look for a track record across both technology training and people development – providers strong in both disciplines, like CTO, are rare and valuable.

What makes corporate training relevant to real workplace performance?

Relevance in professional training starts before the training room. It begins with a facilitator or training designer who genuinely understands the actual roles, tools and pressures of the people they are training. A Microsoft 365 workshop for a finance team should focus on the Excel, Power Query, and reporting workflows they use every day, not a generic overview of every feature in the platform. A customer service training program should draw on scenarios from that specific industry and customer profile, not hypothetical examples. When participants feel that the training was built specifically for their work, their tools, their challenges, their vocabulary, engagement and skill retention increase significantly.

Can online corporate training be as effective as face-to-face delivery?

Yes, when it is delivered live, facilitated by an experienced trainer, and designed with interaction at its core. While face‑to‑face delivery is highly effective, it isn’t always practical. Live online training allows participants to engage in real‑time discussion, activities, and Q&A, using the same learning structure as an in‑person workshop. For organisations with dispersed or regional teams, this approach offers a practical and highly effective alternative.

How can organisations build a sustainable learning culture, not just run training events?

A genuine learning culture is built through consistency and leadership commitment, not through scheduling occasional training days. It starts with visible support from management – leaders who actively champion professional development and set the example their teams follow. It requires training connected to real business outcomes, not treated as an HR compliance exercise. It also means giving people time and psychological safety to practise new skills without fear of failure. Organisations that partner with established corporate training providers for ongoing, phased programs, rather than one-off events, see the most sustained improvement in capability. The goal is for learning to become part of how the organisation operates, not an interruption to it.

Is Microsoft 365 training suitable for teams with mixed experience levels?

Absolutely, and this is one of the most common requirements CTO encounters across Australian organisations. Microsoft 365 training can be designed for any skill level, from complete beginners being onboarded to a new environment, through to experienced users looking to work more efficiently with advanced features like Power Automate, Power BI, or Microsoft Copilot. The key is that we don’t apply a fixed course structure that treats every participant the same way. Before any Microsoft 365 training engagement, CTO consultants work with the organisation to understand where each team’s skills currently sit and design the session to meet participants at that starting point, not at a generic baseline that is either too basic or too advanced for the group.

Telephobia in the Workplace – It’s a real thing

Written by Tara Raj on . Posted in Customer Service.

Young professional feeling anxious about answering a work phone call in an office environment

Telephobia, or phone anxiety, is increasingly common among Gen Z employees. While this has become a concern among managers and business owners alike, this blog explains why younger professionals may avoid phone calls and virtual meetings. It is certainly impacting workplace productivity, but there’s a lot HR leaders and managers can do to address it – training, mentoring, and supportive onboarding practices.

When “Just Pick up the Phone” is No Longer Simple: Understanding Gen Z’s Phone Anxiety at Work

When sitting in a recent roundtable discussion with a group of managers and business owner one of the conversations was about hiring the right person for the job and one of the frustrations (funnily enough pretty much unanimous among the members) was how younger team members freeze when the phone rings.  How they would send three follow-up emails rather than pick up the phone and who seem almost allergic to a live conversation.

If you are that manager or executive as well, the good news is that you are not alone. But before we roll our eyes and chalk it up to generational laziness, it is worth pausing to understand what is really going on.

A Generation raised on typing, not talking

Gen Z grew up in a world where communication was largely text-based – WhatsApp, Instagram DMs, Snapchat, TikTok comments. Phone calls were/are not part of their social DNA in the way they were for older generations. By the time they entered the workforce, many had spent years crafting perfectly worded messages, with time to think, edit, and delete before hitting send. A live phone call offers none of that comfort.

The data backs this up. Research from Trinity College London surveying more than 1,500 young people aged 16 to 29 found that 30% of Gen Z report phone anxiety, which is now being called ‘telephobia’ as a genuine workplace fear. Interestingly, they were more anxious about everyday human interactions than they were about AI taking their jobs. A separate 2024 study by Uswitch found that nearly a quarter of Gen Z respondents said they never answer phone calls, and 61% prefer text-based communication in almost all scenarios.

Closer to home, a 2023 survey of over 1,000 Australian Gen Z individuals commissioned by CommBank found that nearly 60% admitted dreading making or receiving calls, even when required for work.

This is not a small trend. This is a significant communication shift sitting right inside our teams.

Young employees attending a virtual workplace meeting with cameras on during a Teams call

It does not stop at phone calls – Virtual Meetings are part of the picture too

While telephobia gets much of the attention, HR and people managers are increasingly noticing a related challenge – anxiety and avoidance around virtual meetings. For many younger employees, jumping on a Zoom or Teams call carries similar pressures to a phone call, but with an added layer of being seen on camera.

The expectation to appear polished, articulate and ‘on’ in real time without the ability to carefully craft a response can feel overwhelming for a generation that feels more comfortable behind a keyboard. Many default to keeping their camera off, staying silent in group calls or avoiding virtual meetings altogether where possible.

This matters because virtual meetings are now a cornerstone of modern workplace communication, particularly in hybrid and remote environments. The ability to show up confidently, contribute meaningfully and read the room even through a screen, is a skill that directly impacts collaboration, visibility and career progression.

Fortunately, like phone skills, virtual communication confidence can absolutely be developed with the right coaching and practice.

Why it matters for HR and People Managers

Here is the thing – a phone call is still one of the most powerful tools in a professional’s kit. It builds trust faster than an email chain. It resolves misunderstandings in minutes rather than days and does not lead to assumptions on what the sender is implying.  It humanises a relationship in a way that a text thread simply cannot. The same is true of a well-handled virtual meeting.

When team members avoid both, it creates ripple effects – slower resolution of issues, missed nuances in client conversations and a growing gap between generations in how work actually gets done. Recruiters are also reporting that Gen Z candidates can struggle in phone-based and virtual interview stages, which can unfairly impact their chances before they even get through the door.

As Verywell Mind, a research company on mental health and wellbeing notes, phone anxiety can manifest physically in the form of an increased heart rate, difficulty concentrating and even nausea. So, dismissing it as simply ‘not wanting to make an effort’ misses the mark entirely.

What you can actually do about it

The good news is that telephobia is not a life sentence. It is just a skill gap and skill gaps can be addressed with the right support.

Here are some practical steps HR and people managers can take:

Normalise the conversation

Create space for young team members to admit they find phone calls and virtual meetings challenging, without judgement. You cannot address what people feel they need to hide.

Build it into onboarding

Some forward-thinking organisations are already incorporating call etiquette and virtual meeting skills into their onboarding programs, treating it the same way they would email tone or video meeting protocols. If your onboarding does not include this, now is a great time to add it.

Use mentoring and role modelling

Pairing newer team members with experienced colleagues who handle phone-based and virtual conversations well can be enormously effective. Let them listen in, debrief afterwards, and build confidence gradually.

Create low-stakes practice opportunities

Start with internal calls and team meetings rather than client-facing ones. Build the muscle before the pressure is high.

Manager coaching a young employee on professional phone and communication skills in the workplace

Invest in targeted training

Structured training programs designed specifically around telephone skills and professional communication can make a significant and lasting difference. Corporate Training Options offers dedicated courses to help your team build exactly these skills Telephone Courtesy and Communication courses cover everything from handling calls with confidence to managing difficult conversations professionally.

Recognise progress

Confidence grows when it is acknowledged. A simple “great job handling that call today” goes a long way.

The bigger picture

This is not about forcing a generation to communicate the way previous ones did. It is about equipping your people with the full range of communication tools they need to thrive because in the real world of business, relationships are still built voice to voice and screen to screen.

The conversation that sparked this blog is happening in workplaces across Australia. The managers who will come out ahead are the ones who respond not with frustration, but with curiosity, empathy, and a plan.

If you are ready to take the next step and invest in your team’s communication confidence, explore what Corporate Training Options has available:Customer Service Training Programs.

Because when we invest in our people, everybody wins.

So let’s stay curious and keep growing.

Frequently Asked Questions

Why do Gen Z employees avoid phone calls at work?

Gen Z has grown up primarily using text-based communication like messaging apps and social media. Phone calls feel high-pressure to them because they require real-time responses without the ability to edit or rehearse, which can trigger anxiety.

Is telephobia a real workplace issue or just a preference?

It is a real and growing workplace challenge. Research shows many young professionals experience physical and mental stress around phone calls, making it more than just a preference; it is a skills and confidence gap.

How can managers help employees overcome phone anxiety?

Managers can help by normalising the issue, offering low-pressure practice opportunities, providing mentoring, and including communication skills training in onboarding and development programs.

Penned by Tara Raj | Corporate Training Options

Conflict in the Workplace – Cost and Causes

Written by Tara Raj on . Posted in Lead & Manage.

Workplace conflict is one of those things nobody likes to talk about but almost every organisation deals with it at some stage or another.

Whether it’s tension between team members, a breakdown in communication between departments or a manager struggling to handle a difficult situation, unresolved conflict doesn’t just make work unpleasant. It drains productivity, damages morale, increases staff turnover and left unchecked, can expose your organisation to serious legal and HR risk.

The good news is that Conflict management is a skill and like any skill, it can be learned.

Why workplace conflict happens

Conflict rarely comes out of nowhere. It usually builds over time from a combination of mismatched expectations, poor communication, competing priorities or personality differences that nobody has been equipped to navigate. In busy workplaces, where people are under pressure and deadlines don’t stop, small tensions can quickly escalate into something much harder to resolve.

The most common triggers we see in Australian workplaces include unclear roles and responsibilities, perceived unfairness in workloads or recognition, communication breakdowns between teams, and changes in leadership or organisational structure.

The real cost of unresolved conflict

Many organisations underestimate just how much conflict costs them. Beyond the obvious impact on team morale, research consistently shows that managers spend a significant portion of their working week dealing with conflict-related issues, time that could be spent leading, growing and developing their teams.

Staff who feel caught in ongoing conflict are also far more likely to disengage, take sick leave or resign altogether. Replacing an employee costs on average between 50% and 200% of their annual salary when you factor in recruitment, onboarding and lost productivity. Investing in conflict management training is significantly cheaper than the alternative.

What conflict management training actually covers

Effective conflict management training isn’t about teaching people to avoid disagreement. Healthy disagreement is actually a sign of an engaged, thinking team. It’s about giving your people the skills to handle differences constructively, before they escalate into something damaging.

At CTO, our Conflict Management workshop covers:

  • Understanding the nature and root causes of workplace conflict
  • Identifying the early warning signs before things escalate
  • Replacing reactive responses with a calm, strategic approach
  • Honouring the legitimate perspectives of others, even when you disagree
  • Turning disagreements into opportunities for learning and growth
  • Following through on resolutions so the same issues don’t resurface

It’s a one-day, practical workshop delivered onsite at your workplace or online — and every session is customised to reflect the real situations your team faces.

Who is conflict management training for?

The short answer is – Everyone. But it’s particularly valuable for team leaders and managers who are expected to resolve conflict between others, HR professionals managing workplace disputes, frontline staff in high-pressure customer-facing environments and any team going through significant change or restructure where tensions tend to run high.

A small investment with a lasting impact

One of the things we hear most often after a Conflict Management workshop is “I wish we’d done this sooner.” The skills your team takes away don’t just improve the immediate situation – they change the way people communicate and collaborate long term, creating a healthier, more resilient workplace culture.

If your team is experiencing tension, or you simply want to build their capability before conflict becomes a problem, we’d love to help.

CTO’s Conflict Management training is available onsite at your workplace or online, across all major Australian cities and regional locations. Every workshop is customised to your organisation’s specific needs.

Change is Inevitable – Are your Leaders ready?

Written by Tara Raj on . Posted in Lead & Manage.

Why the human side of change matters more than ever in the age of AI

Change is one of the few things in life that is truly inevitable. Whether it’s a shift in leadership, a business merger, a team restructure, a new direction in strategy, or as of right now – the rapid rise of AI in the workplace. Change has a way of stirring something deep in all of us.

And here’s the thing, it doesn’t matter how well-planned the change is or how logical the business case looks on paper. If the people side of change isn’t managed well, even the best strategy can quietly fall apart.

This is because change is never really about the process. It’s always about the PEOPLE.

We’ve Been Here Before

Think about the last time your organisation went through a significant change. A new leader at the helm, a merger, a restructure, a shift in company direction. Even when the change made complete sense, there was almost certainly a period of uncertainty, resistance or anxiety among the team. That’s not a sign of weakness. That’s human nature.

Every generation has faced waves of change that felt overwhelming in the moment — the industrial revolution, the arrival of the personal computer, the internet and now AI. Each time, people worried about what they stood to lose. And each time, new opportunities emerged that nobody had even imagined yet.

The organisations that navigated those shifts well all had one thing in common, leaders who understood that managing change means managing people first.

Let’s talk about Technology change

When organisations roll out new technology whether it’s an AI assistant, a new software platform or an automated workflow, the technical implementation is rarely what causes the most headaches. What causes the most headaches is people.

Not because people are resistant or difficult but because change triggers something very human in all of us. Uncertainty. Fear of the unknown. A sense of losing control over something familiar. These are natural, normal responses and they’re exactly why change management needs to be about behaviour first and technology second.

When a team member hears that AI can now research, write, analyse data and draft documents in minutes, their first thought probably isn’t “great, more time for strategic work”, it’s more likely “Is my job safe?”

That’s the conversation leaders need to be ready to have.

What AI Actually Does to Jobs

Let’s take a real example. A marketing coordinator who used to spend half their week researching competitors, drafting content and formatting reports can now use AI tools to do all of that in a fraction of the time. Does that mean they’re no longer needed? Absolutely not.

What it means is that their job gets better. The repetitive, time-consuming tasks that were quietly draining their energy? Gone. Now they can focus on the work that actually requires a human. The creative thinking, the relationship building, the strategic decisions that no AI can replicate.

The same is true across industries. AI doesn’t replace the human – it amplifies what the human is capable of. But only if the human is ready to embrace it.

What do Leaders need to do?

This is where leadership becomes absolutely critical. Because if leaders don’t actively manage the human side of this transition, the fear and resistance will quietly undermine even the best technology rollout.

Great leaders in times of change do three things really well:

They communicate early and often. Not just what is changing, but why and what it means for each person on their team.

They acknowledge the emotional journey. Change isn’t just a logical process, it’s an Emotional one. People need to feel heard before they can move forward.

They focus on opportunity, not just transition. Helping their team see what’s possible on the other side of change, not just what’s being left behind.

Change Needs More Than Good Intentions

It’s easy to assume that if the change is positive and the communication is clear, people will simply come along for the ride. But in reality, change requires far more than a well-written email or a town hall meeting. It requires intentional leadership. Leaders who can read their team, respond to the emotional undercurrents and guide people through the uncertainty with genuine care and skill.

Without that, even the most well-resourced change initiative can stall. Not because the strategy was wrong but because the people weren’t brought along for the journey.

The organisations that will come out ahead – whether they’re navigating a merger, a leadership transition, a cultural shift or the rise of AI in their workplace won’t necessarily be the ones with the best plan. They’ll be the ones with the best-equipped leaders. People who understand human behaviour, who can hold space for uncertainty and who know how to turn disruption into opportunity.

Ready to equip your leaders for the changes ahead?

CTO’s Change Management – Leading through Organisational Change program gives leaders the practical skills they need to guide their teams through uncertainty with clarity and confidence.

Get in touch with us today to find out how we can support your team through the next change that comes along.

Let’s stay curious and keep growing.

Power BI: What’s All the Fuss About?

Written by Tara Raj on . Posted in Microsoft Tools.

Being a non techie myself, tools like Power BI, Power Automate, Power Apps etc, blew my mind when one of our trainers (Gordana Marinkovic), who is an absolute expert told me about their potential.

So, if there are any curious minds out there – Let’s explore this together.

The Scene we all know too well

Picture this: Maybe you own a café or restaurant and you’re trying to figure out which menu items are worth keeping. You know the popular sellers, but are they profitable? Some dishes fly out the door but require expensive ingredients and extra kitchen staff. Others have great margins but barely move. And then there are those “signature items” everyone expects – lower profit, but customers would notice if they disappeared. Right now, you’re piecing this together from gut feel, supplier invoices, and rough calculations. Wouldn’t it be better to see what’s working – profit percentages that account for ingredients, staffing time, equipment costs, and how quickly items sell?

Or it is budget season and someone in your finance team is buried under spreadsheets, copying and pasting data from five different sources, trying to create reports that are due yesterday.

Or perhaps it’s enrolment time at your school and the admin office is pulling student data from multiple systems, cross-referencing last year’s numbers, trying to spot trends and prepare reports for the education department.

Sound familiar?

These moments – drowning in data but starving for insights – are where Power BI comes into play.

Making sense of messy data

Here’s the thing about data: most organisations have plenty of it (I hoard data myself  running stats, Parkruns, plasma donations, expenses – subscriptions, retail therapies, electricity and fuel – the list goes on).

It’s just scattered everywhere. Spreadsheets on different people’s computers. Information in databases that don’t talk to each other. Reports saved in various folders. Some data updated daily, some monthly, some… whenever someone remembers.

Power BI is Microsoft’s answer to this chaos. It pulls all that scattered information together and turns it into visual dashboards and reports that make sense.

Instead of staring at endless rows and columns trying to spot patterns, you see charts and graphs that show you what’s happening at a glance. Budget variances by department, student enrolment trends over five years, menu item profitability with all costs factored in, customer booking patterns, grant funding status across multiple projects – The data you already have finally telling you the story you need to hear.

Why this matters to you

Whether you are running a department in a council, managing school operations or overseeing a café or restaurant, you likely face the same challenge: you have the data, but getting useful insights from it takes forever.

Your finance team spends days compiling budget reports instead of analysing what the numbers actually mean. Your school admin creates enrolment reports manually when they could be supporting students. Your café manager makes menu decisions based on incomplete information because pulling together the full picture is too time-consuming.

Power BI offers a different approach. Once your data sources are connected, those reports and dashboards update automatically. What used to take days now takes minutes. What used to be guesswork can now be data-informed decisions.

Not because you hired a data analyst or a massive IT team, but because you can now see what’s happening in your organization, thanks to Power BI.

From Data Chaos to Clear Insights

Here’s what this looks like in practice:

For cafés and restaurants: See which menu items are your profit heroes and which are quietly draining resources. Understand your peak times, your quietest periods, your inventory patterns. Make confident decisions about menu changes, staffing schedules, and supplier negotiations – all based on actual data, not hunches.

For councils: Instead of scrambling through emails and spreadsheets during grant reporting season, imagine a dashboard that shows the status of every grant at a glance – funds allocated, funds spent, reporting deadlines approaching, project milestones on track or falling behind. The data’s already there in your systems; Power BI just makes it visible and useful.

For schools and universities: Enrolment data, attendance patterns, resource allocation, budget tracking across departments – all in one place, updated in real-time, accessible to the people who need it. Spot trends early. Make informed decisions about staffing and resources. Generate compliance reports without the usual panic.

Where we go from here

Well, I have been told that this is just the beginning of our exploration – the tip of the iceberg. As I learn more, I will update you all with

  • How Power BI actually works (without the technical jargon)
  • Real examples from organisations like yours
  • What getting started looks like in practice
  • When Power BI might need a companion tool to really transform your processes

For now, just know this: if you’re drowning in data but can’t seem to get the insights you need, you’re not imagining things. There are a lot of us in the same boat, but the good news is that there are tools designed for exactly this challenge. At CTO, we even have a few technical gurus who would love to share their knowledge with you.

And the best news – you don’t need to be a tech expert to use them.

If you and your team wish to get more efficient and productive, we are here to help. Corporate Training Options specializes in customized Microsoft Power BI – Introduction across Australia – designed to meet you – where you are.

Let’s stay curious,

Refine or Reinvent: What your Leadership Team really needs in 2026

Written by Tara Raj on . Posted in Lead & Manage.

Mapping the Leadership Path for 2026

If you are mapping out your leadership development plan for 2026, you are most likely facing a familiar challenge like everyone else – constrained budgets, stretched resources, and the most critical question—will a training course actually deliver results? 

In the current economic climate where productivity matters more than ever, you cannot afford to get this wrong. Which brings us to another fundamental question – Does your leadership team need refinement or reinvention? 

It’s not about which sounds more impressive but about making an honest assessment of the situation. 

Let’s break this down 

Refinement means your leaders have solid foundations but need to elevate their game. They understand leadership fundamentals however there is a difference between “good enough” and “driving real impact.” Refinement sharpens existing capabilities and helps competent leaders become exceptional ones. 

Reinvention on the other hand means that something more fundamental needs to shift/change. It can be a simple case of technical experts who have been promoted are struggling with the people side of leadership. Reinvention builds new capabilities from the ground up. 

Neither is inherently better. What matters is choosing the right path for your specific situation. 

The Questions That Actually Matter 

The answers are not found in aspirational vision statements or generic competency frameworks found on the internet. It’s in honest answers to uncomfortable questions: 

Your current state 

  • Do your leaders struggle with execution or with knowing what to do in the first place? 
  • Are the issues about fine-tuning or bridging more fundamental gaps? 
  • Do they have the right mindset but need better tools, or is the mindset itself the barrier? 

 Your business  

  • Has your strategy shifted significantly? Do your leaders have the capabilities this new direction demands? 
  • Are you asking them to do something that is fundamentally different to what they were doing two years ago? 

 Your resources  

  • What’s your actual budget and time commitment this year? 
  • What’s the cost of getting this wrong—both immediate and opportunity cost? 

When it’s Refinement you want 

You know refinement is your answer when leaders understand their role but aren’t consistently performing at the level you need. They know they should delegate but micromanage instead. They recognize the importance of difficult conversations but avoid them. 

This isn’t a knowledge problem—it’s execution. These leaders don’t need to be taught what good leadership looks like; they need help translating knowledge into consistent practice. 

Refinement delivers faster returns. You are building on existing foundations, improving performance incrementally and measurably. Results to be seen in this quarter, not in two years. 

When Reinvention is necessary 

But sometimes refinement isn’t enough and pretending it is, wastes time and money. You need reinvention when your business has fundamentally changed but your leadership approaches haven’t.  

When feedback keeps pointing to the same fundamental issues—leaders who can’t adapt, who create rather than resolve conflict, who drive talent away. Reinvention requires a slightly bigger investment: more time, resources, and commitment. In today’s climate, that would be a harder sell.  Which is why you need to weigh the pros and cons with brutal honesty.  

However, pursuing refinement when you need reinvention means spending resources twice—once on training that doesn’t work and again when you address the real problem. 

The productivity reality 

Australia’s productivity challenge shows up in business every day. Leaders spending time on activities that don’t drive results—unnecessary meetings, firefighting, micromanaging, all of these directly impact your bottom line. 

The wrong choice doesn’t just waste budget – it perpetuates inefficiency. The assessment you make now determines whether your leadership investment moves the productivity needle or just ticks a box. 

Making the choice 

Start with outcomes, not activities. Never ask “What training should we run?” but “What business outcomes need to improve, and what leadership capabilities would drive that?” 

Be honest about readiness, timelines and resources. A well-executed refinement program beats a half-hearted reinvention attempt every single time. 

What This Means for 2026 

Organizations that get the leadership development right won’t have the biggest budgets or flashiest programs. They will be the ones who asked the right questions, matched needs to resources and who committed to following through. What matters more than anything is making a clear choice and backing it up with action. 

When you are ready to build a leadership plan that addresses real needs rather than checking boxes, we are here to help. Corporate Training Options specializes in customized leadership programs across Australia—designed to meet you where you are. 

Penned by Tara Raj | Corporate Training Options

What are your thoughts on Leadership development planning? I’d love to hear about them in the comments below. Want to discuss them further, get in touch or explore our Leadership training programs.  

 

Customer Service Excellence Training

Your Top 5 Skills for Call Centre Success

Written by Tara Raj on . Posted in Customer Service.

Your Top 5 Skills for Call Centre Success

Brought to you by: Rosy King @ Corporate Training Options

Call Centre Success

 

Would you like Instant Success for your Call Centre Team?

In every organisation, customer service and customer satisfaction are top priorities.  Why?

61% of customers say they have stopped transacting with a business after a poor service experience.

Microsoft – State of Global Customer Service Report

 

Whilst many organisations are progressively shifting to a more digital experience with their customers, call centres still remain at the core of many customer interactions – and at times, at the core of customer frustrations and complaints.

Therefore, offering a seamless, personalised and ‘human’ experience over the phone, can delight our customers and turn them into advocates.  

Highly skilled, professional call centre teams represent a great opportunity for organisations to gain a competitive advantage.  This is a fact Australian call centres are hearing loud and clear.

73% of Australian Call Centres are striving to improve their customer experience.

The 2018 Australian Contact Centre Industry Report

 

Call Centre Success

You will meet all kinds of customers in your Call Centre.

As part of a call centre team you will encounter customers of all kinds.  Some are incredibly patient and understanding, others are unsure about what they need, and then others are incredibly frustrated with your organisation, your product or both.

Many of the different customers and scenarios you encounter can be tough to navigate, but with the essential skills for call centre success in place, you and your team will know exactly what to do­.

With these skills come instant benefits.  You’ll enjoy shorter call times, better outcomes and greater satisfaction for you, your customers and your organisation.

 

We need to help solve our customer’s issues and ensure they’re happy with the outcome of their call.

 

Here are my Top 5 Skills for Call Centre Success

Happy Call Centre Staff

 

Clarify the complaint

In the heat of the moment, a client may not communicate efficiently. Or, you might simply misunderstand them.

This can lead to both frustration and time lost when it comes to solving the issue. Start each call by listening carefully, then repeat the complaint back to the customer to ensure you are both on the same page.

 

Lead with empathy

Remind your client that you’re there to help them; that you are someone in the organisation who is on their side. This reassures them that they will be taken care of and can bring a sense of peace to a tense situation.

 

Beginner? Don’t tell them.

New team members can be tempted to fall back on “I’m new on the job.”  However, this can frustrate a client and can diminish your knowledge in their eyes. If you don’t know the answer, it’s okay to let them know you will need to ask for help. But keep your experience level to yourself.

 

Skills for Call Centre Success

Speak naturally

Customers want to feel like they’re talking to a real person, not someone just following a script.  Maintain your relaxed and natural tone so that your customers feel like they are simply talking to a friend. Your conversations will flow much easier, and your customers are more likely to remain reasonable.

 

When in doubt, ask!

It would be ideal if you could just read your customers minds when they called, and understand exactly what the issue was.  But sometimes, that’s not going to be the case.  If you are confused about your customer’s request, or if you think you might have missed a piece of information, simply ask your customer.  They will appreciate that you have taken the time to clarify all the details of their issue.  It’s important for you to ensure all the information is correct.

 

 

The Benefits of updating your Call Centre Skills

Providing reliable, consistent, professional experiences for your customers is a critical component to the success of your Call Centre.  When you train your call centre team in these five skills, and they begin to use them in their daily customer interactions, you will see immediate benefits.   Your team will enjoy:

  • shorter call times
  • better outcomes
  • greater satisfaction for your customers
  • happier & more relaxed team members
  • higher customer retention rates

 

And that’s a win/win for everyone.

 

 

 

Want to know more about improving the skills of your Call Centre team?

CTO’s  Call Centre Success  training course provides you with the critical success training required to ensure your Call Centre team are delighting your customers.

Your team will learn about:

  • Their Valuable Roles
  • Why First Impressions count
  • The Six Elements of Professionalism
  • Managing Customer Calls
  • Knowing your Products and Services
  • Being a Team Player
  • Remaining Customer Focused
  • Taking Responsibility
  • Ten Essential Communication Skills
  • And much more!

 

After completing your Call Centre Success course, your organisation and your team will see improvements in …

  • All-round customer service
  • Staff and team loyalty
  • Business perception
  • Cost savings, sales & profits
  • Staff and team productivity
  • Team problem-solving
  • Team knowledge of products and services
  • And so much more …

 

 

If you’re ready to upgrade your Call Centre skills, or you wish to tackle some new challenges, contact Corporate Training Options today for friendly, professional advice.

We’ll discuss your specific needs, and tailor a training program to suit your requirements.

 

Corporate Training Options

 

 

 

 

 

SharePoint Online 2020

Your Introductory Guide To SharePoint Online

Written by Tara Raj on . Posted in Tech & Tools.

Your Introductory Guide to SharePoint Online

Brought to you by Rosy King @ Corporate Training Options

Your Guide to SharePoint Online

 

Your Introductory Guide to SharePoint Online

In the years the CTO team has been working with and teaching SharePoint, I’ve finally got around to writing this well overdue article and guide to SharePoint Online.

Okay so let’s dig in.

The current version is Microsoft SharePoint Online, which I’ll focus on here.

 

In a NutshellSharePoint Online in a Nutshell

SharePoint is a platform for cloud-based content management and document storage. It’s not a tool like Excel or Word, it’s a cloud-based server – an internal company directory containing all the information, resources and files you need to perform any project or task.

Previously used mainly by larger enterprises, Microsoft has now made SharePoint more accessible and simplified, as part of Microsoft 365.  If you need online document sharing and collaboration, then SharePoint is for you.

 

What is SharePoint Used For?

Good question.  SharePoint has been a crucial “Intranet” Microsoft platform for nearly two decades. You can collaborate and create standardised business systems with team members. Choose who you share and edit documents with, work on ad-hoc projects and record data, which increases your businesses productivity, communication and efficiency.

It allows you to store documents more effectively than saving files in traditional folder systems, so people in-house and externally can share, edit and receive files and information essential to them.

 

SharePoint -v- OneDrive

It would seem that SharePoint and OneDrive perform a similar role.  So what’s the difference?  Basically, SharePoint focusses on sharing files within groups or teams.  Anyone within the team has the ability to edit the files.  OneDrive is more of a personal storage option, where you can store your own files outside of the group storage facility.

 

Where does Microsoft Teams fit?

Teams and SharePoint are two different platforms.  SharePoint is a collaboration platform and a place for content sharing and document storage.  Basically, SharePoint is the site which holds all the content, documents and files, for your organisation.  However, it does not provide you with communication.  That’s where Teams comes in.

Microsoft Teams is a chat-based communication tool. It is a great alternative to email, allowing you to meet and chat online, share files quickly, and be part of various Teams and Channels.

Microsoft Teams and SharePoint work together with Microsoft 365 Groups.  Every Microsoft Team automatically has a SharePoint team site associated with it, where channel documents are stored.  Users don’t have to leave Teams to work on their files – they appear in the Files tab.

 

Some of the benefits of using Microsoft SharePSharePoint Office 365 Groupsoint

Work on documents at the same time as others

With SharePoint you can work on documents at the same time as others, using the document library.  Simply open the document library and click on the file you want to edit.  You’ll be able to see if other people are editing the file as well, in the top right-hand side of the file name.

 

Create and modify team sites

With Microsoft 365, you can create a site from the SharePoint home page, and it automatically creates a group. You can edit and share pages with others in your organisation or outside your business, such as a client.

 

Security

Within today’s modern organisations, data security is everything.  And Microsoft SharePoint Online has some of the best security functions available.

When you make the move to SharePoint Online it’s a great idea to apply SharePoint Security Groups with corresponding permissions.  It’s considered best practice to always have individuals as part of SharePoint Security groups and not individually assigned to a site.  Within Security Groups you can centralise various verticals of groups of users from within your organisation, then use these groups to maintain security on your SharePoint site.

With Microsoft 365 when you create a Group, it creates a security group tied to various Microsoft 365 apps like Planner, Teams and Outlook.  This membership group allows teams to collaborate using the various apps tied to it.

 

Security is important in IT

Some of the other great security functions in SharePoint

  • The “Check out function.” This stops other people editing your documents
  • The notifications feature, which notifies you when document edits are made or uploaded
  • You also can create workflows and automate various actions. These can include emailing files and documents and recording specific information.

 

Sharing Files and Sites

As long as you have permission, you can share files and sites via SharePoint. The benefit of this is that you can share sites and data files in or out of your organisation reasonably easily.

 

Creating Lists

Want a central location where you and your team members can add all kinds of data and fields such as text, or images that you can format?  Then be able to search and filter to find the specific data or information you need?

A list in SharePoint gives you these functions and capabilities and more. A list in SharePoint can also link people, dates and tracking history, and you can automate the entire process with Power Automate.

 

Three Critical Steps to Introduce Microsoft SharePoint Online into Your Organisation

 Preparation

The preparation before learning and starting to use SharePoint Online is essential. You need to determine why you need SharePoint and what tasks you and your team will be using SharePoint for.

 

Implementation

Getting started with the SharePoint Online software isn’t all that difficult. It’s migrating it into your business that’s the tricky part. You could seek the services of a consultant to help you with this, or your IT department if you have one.  Remember to discuss the implementation with your team.  Training is recommended after implementing SharePoint Online into your organisation.

 

SharePoint Group TrainingTraining your Team in SharePoint

Many organisations implement new software such as SharePoint Online and then fumble their way through it, learning as they go. This is time-intensive, frustrating and tedious, and in the big picture, unproductive.

To implement SharePoint Online successfully into your business, training your staff in the basics of how to use SharePoint correctly is vital.

 

So that’s it for now. I hope you enjoyed this Guide to SharePoint Online and learning some of the basics of using the SharePoint tools in your organisation.

 

What do our customers say?

The SharePoint training was extremely useful, in particular the ability to run through some of the examples and specifics that relate to our processes.

Karen, Lion Dairy & Drinks, Melbourne 

 

Our CTO trainer was very interactive in imparting the Microsoft SharePoint training content.  Really enjoyed it!

Rudolf, Accenture Australia

 

Your Guide to SharePoint Online – Introduction Training

When it comes to training in SharePoint Online, Corporate Training Options can provide you with both introductory and advanced courses, presented online or onsite at your workplace.

If you’re ready to learn the basics of SharePoint Online, or ready to upgrade your Microsoft 365 skills in other areas, contact CTO today for friendly, professional advice.

We’ll discuss your specific needs and tailor a training course to suit your requirements.

 

Why Choose Corporate Training Options?

  • Your Trainers are certified experts who are real-world practitioners
  • The courses are interactive, well organised and fun – making it easier for you to learn
  • Small workshop groups mean each trainee will receive individual attention and can be confident about the skills gained
  • Our complimentary trainer consultation before your training ensures your objectives will be met
  • CTO is a Business Excellence Award-winning company

  

Corporate Training Options