Topics - Training Topics

Debt collection plays an essential role in any business. All personnel – be they accounts receivables, credit control, sales & marketing staff or even business owners themselves – who are involved in debt collection must be trained to assess the chance of recovery within the first few minutes into the conversation with the debtor. More importantly, to preserve a good business relationship, they must be diplomatic, tactful and well-versed in psychological concepts. Legal action is often the last resort as it is not only costly but also time-consuming.

The Effective Credit Control & Debt Recovery workshop will impart skills to help companies minimise bad debts and improve profits through the use of a simple collection tool: the telephone. The workshop is case-based, interactive and highly practical.

Key Topics

Lowering your risk factors – Developing & maintaining a credit control process & system

• The importance of having a credit control system
• Causes of delinquency (external & internal factors) in receivables
• Establishing policies
• Examples of general collection policies

Knowing your legal rights – Understanding Singapore’s Courts civil claims procedures

• Learn the different functions of the Small Claims Tribunal, State Courts & High Court
• The process of a civil claim from the Writ of Summons right up to a winding-up/bankruptcy order

Attributes of an effective collections person – The different characteristics required to make a collections person effective

• Different characteristics a collections person can adopt to be more effective during a collections encounter

Collection techniques – Simple, practical & effective techniques to adopt during a face-to-face or telephone collections call

• “Taboo” words never to use during a collection call/visit
• The art of being in control of a conversation

Understanding the various debtor profiles – Know the different types of delinquent debtors & how to deal with them

• Identifying the different types of delinquent debtor profiles & how to manage them

Handling excuses & objections, gatekeepers etc. – How to tell the difference between an excuse or a real objection & how to counter them

• “I’ve already sent out the cheque”; “The boss is not around to sign the cheque…” Learn how to differentiate between an excuse and a genuine objection to non-payment & how to counter them
• How to get past receptionists, secretaries or personal assistants etc. who are a barrier to getting to the correct person

Being a manager or supervisor, working with challenging colleagues may seem to be a daily occurrence at the workplace. There’s always the “gossiper”, the “clock watcher”, the “MC king or queen”, the “complainer” and the list just goes on! Every individual is uniquely different & each comes with their own characteristics, personality & expectations. In spite of all these differences, the manager has to somehow find a way to connect with the staff concerned, to get them to co-operate, collaborate and even work together towards the company’s objectives as a team.

In this enlightening, highly informative & engaging 1-day workshop, participants will uncover a pragmatic approach to understanding, managing and working with their challenging colleagues.

Objectives and Takeaways

At the end of this workshop, participants will:

• Learn to “think out of box”
• Understand and better appreciate the intentions and behaviour of their “challenging” colleagues
• Be able to understand better their own individual management styles & adapt them to different situations through their perceptions, judgement & communication with their colleagues
• Enhance communication skills & practice different methods of managing colleagues
• Employ various feedback techniques – for both staff & management, SMART goals & 360° exercises

Outline of session

• What makes a staff “challenging”?

Understanding what it takes to be a manager/supervisor, roles & responsibilities

• Causes of conflict

What influences a person’s behaviour & the potential causes of conflict – Thoughts + Feeling = Behaviour

• Listening levels

In-and-out listening, literal listening & empathetic listening – the different listening levels & their impact

• Types of leadership

What is your leadership style? Autocratic, democratic or a delegative leader; Situational leadership

• Signs of a “de-motivated” staff

Behavioural signs to notice & look out for – declining job performance, withdrawn behaviour, negative attitude etc.

• SMART Goals

Specific, Measurable, Attainable, Realistic and Timely goals to set for your staff

• Managing challenging staff

Managing & supervising assertively through verbal & non-verbal communication; dealing with under-achievers

• Disciplinary issues

Managing disciplinary issues – counselling, suspension and termination of employment

Methodology

This session includes group discussions & presentations, videos, games, personal assessments, case studies & role-plays.

Who this workshop is for…

This workshop is beneficial & strongly recommended for all those in a managerial or supervisory position (regardless of seniority and experience) & especially useful for those who have to interact, manage and work with colleagues of different nationalities.

Customers are the lifeblood to every business. And many service staff often encounter “the customer from hell…” in their daily interactions with customers. But, why do these customers behave the way they do? Most times, the customer is generally not being difficult but it’s due to our “perception” that they are. Because of that, we are quick to “judge” them as being so and we “communicate” to them in such a manner that may make them respond accordingly, hence creating an uncomfortable & a potentially explosive situation.

In this interesting & highly informative workshop, participants will learn practical tips & guidelines on how to understand and better manage various situations with “difficult” customers in a professional manner.

Objectives and Takeaways

At the end of this workshop, participants will:

• Learn to “think out of box”
• Understand the customer service role
• Learn communication & listening skills
• Uncover the steps in a customer service encounter (face-to-face or phone)
• Learn service communication skills
• Know what it is that makes a customer “difficult”
• Find out the different types of customers
• Know how to understand the customer

Outline of session

• Understanding the customer service role

How to keep the customer “a” customer and knowing what the role of customer service means

• Communication & listening skills

Effective use of voice; in-and-out, literal & empathetic listening; avoiding jargon and correct questioning techniques

• Steps in a customer service encounter (face-to-face or phone)

Reason & preparing for the encounter; some common complaints & determining the reasons; ending the meeting or call

• Service communication skills

Proper diction, being alert & adapting to the situation; preparing for the unexpected & the different stages of a service encounter

• What makes a customer “difficult”?

The various issues that can make a customer difficult

• Types of customers

Know the different types of customers – the “I talk you listen…”, “Don’t tell me what to do…”, “Tell me how can you help…” etc. and suggested phrases to use in various scenarios

• Understanding the customer

Know what the customer really means when he says what he says

Methodology

This session includes group discussions, case studies, videos & role-plays.

Who this workshop is for…

This enlightening & very informative workshop is strongly recommended & highly suitable for all staff who are involved in communicating with their customers regularly – whether in the sales, service, technical support or delivery departments, receptionists as well as call centre staff etc.

On 26 November 2012, 171 bus drivers from SMRT refused to go to work because they were unhappy with the disparity of their salaries & living conditions. The strike ended two days later and the management of SMRT acknowledged that more could have been done in terms of addressing the complaints as well as communicating the rationale for the wage disparity. Its CEO even admitted that the strike could have been avoided if the drivers’ supervisors had been more sensitive & responsive to the complaints. (Source: Singapore Infopedia)

Very often, minor grievances & miscommunication in the workplace if left unaddressed, can lead to potentially explosive situations. Is there any disquiet in your place that you may or may not be aware of?

In this informative & interactive 1-day workshop, participants will uncover insightful & valuable tips in learning how to spot, contain & manage potential conflict situations through actual case studies.

Objectives and Takeaways

At the end of this workshop, participants will:

• Learn to “think out of box”
• Find out what causes conflict
• Understand the benefits to conflict
• Learn how to react to conflict
• Learn dispute & conflict resolution techniques
• Find out how to handle different emotional situations
• Understand how crisis management works

Outline of session

• Causes of conflict

Discover what are the external & internal causes of conflict, how & when conflict arises

• Benefits to conflict

Conflict may not be bad – some benefits that conflict can bring about

• Reactions to conflict

Look at some of the different possible reactions to conflict when it arises & how to manage them

• Dispute / Conflict resolution

Learn the 6-steps of dispute & conflict resolution

• Handling different emotional situations

Get tips on how to handle various emotional situations such as anger, silence, threats & gossip etc.

• Crisis management

Learn crisis management strategies & the factors influencing it

Methodology

This session includes group discussions, case studies, videos & role-plays.

Who this workshop is for…

This enlightening & very informative workshop is strongly recommended & highly suitable for all staff who are involved in the management (especially junior to mid level supervisors) of staff with different cultural & racial backgrounds as well as foreign nationalities.

“The customer is king” or so the saying goes, but are they loyal – to you and your business? With an ever-increasing competitive market, people now have a wider choice to select who they want to give their business to. How much do you care for your customers to make them remain loyal to you? This workshop is specially designed to train those who are involved in the customer service and care in your business.

Participants will learn the rewards of “C.A.R.E.”, finding out what is it that your customer really wants; the elements that influence customer care; implementing a customer care strategy; setting & measuring of standards; developing a customer care program; what may be wrong with your customer service; how do you handle an angry customer & elements that breed loyalty. This seminar/workshop will delve into a deeper aspect of customer service and participants will have group discussions as well as role-plays.

Facilitator

Facilitator for the session – Mr Gregory Chua.

Learn

– What is it that customers really want
– Implementing a customer care strategy
– How to correct your customer service
– How to care for your customers
– Setting & measuring standards
– The different types of changes

Due to the current competitive climate, many businesses are much dependant on their sales teams to generate the revenue needed to sustain and keep the business viable. Sales persons, in competing with their competitors and as well as in having to meet their targets & quotas are trying harder to “sell” their product offerings to prospective customers. A fundamental flaw in most sales people is that they tend to tell the customer everything that they want the customer to know. But, is that what the customer really wants to hear?

In this informative & interesting 1-day workshop, participants will discover tried, tested & proven methods in presenting professionally to prospective customers that will differentiate them & their competitors and most importantly, to be able to win that sale.

Objectives and Takeaways

At the end of this workshop, participants will:

• Learn to “think out of box”
• Understand the definition of Sales
• Learn what are the principles of effective selling
• Discover the fundamental selling skills
• Know the different listening levels
• Learn the art of asking high gain questions
• Learn how to manage & handle objections
• Know how to differentiate between features and benefits
• Learn how to deliver an effective presentation, following-up with the prospective customer as well as in handling delays

Outline of session

• Introduction to Sales

The definition of Sales and how to position oneself to the customer

• Principles of effective selling

The main principles of effective selling – Focussing on the customer, earning the right to advance & persuading through involvement

• Fundamental selling skills

The 5 fundamental selling skills that all salespersons should possess & be consistently practicing

• Use of questioning

The difference between asking open & closed questions and asking high gain questions – questions that give high value information

• Managing & handling objections

Misconception, scepticism, drawback & complaints – the different types of objections; how they arise & how to manage them effectively

• Features & benefits

The difference between a feature & a benefit & how to present them effectively

• Delivering an effective & professional presentation

The 10-step formal presentation as well as how to conduct an informal presentation; the outline of a presentation

• Closing the sale, following-up & handing delays

Tips & guidelines on how to close the sale – guiding the customer to make a decision; when & how to follow-up; how to prevent, manage & handle un-necessary delays

Methodology

This session includes group discussions, personal reflections, videos & role-plays.

Who this workshop is for…

This enlightening & interesting workshop is strongly recommended & highly suitable for all sales persons (regardless of experience) who are required to present their product and or service offerings to prospective customers face-to-face or over the telephone. It is also suitable for those who’re not yet in sales but are considering going into the sales industry, or someone who’d like to pick up new skills & techniques in presenting to a prospective customer.

Having an online presence for your company’s product offerings may give you a wider reach but sometimes it may not be as effective enough to bring in the required sales. The next best (and most cost effective method besides expensive advertising fees) solution is to reach potential customers by speaking to them directly over the telephone. How do you start the conversation with them? How do you get them interested enough to listen? What are the things should you be saying? Should you be selling to them?

In this enlightening and interesting 1-day workshop, participants will discover & learn how to reach potential customers over the telephone and engage them in a meangingful conversation, interesting enough for them to want to find out more about your product offerings as well as what you should or should not be saying to them.

Objectives and Takeaways

At the end of this workshop, participants will:

• Learn to “think out of box”
• Be able to manage the different scenarios in a cold-call situation
• Use high gain questions to get high value information
• Understand the different listening levels
• Learn to anticipate, handle & manage the different types of objections that may arise during a call
• Be able to get past gatekeepers to reach the intended person
• Learn to control the conversation
• Be able to secure that appointment

Outline of session

• Clear speaking techniques

What are the qualities needed that makes having a good telephone personality & clear speaking techniques

• Managing a positive customer perception

It’s not “what” you say, but “how” you say it that affects customer perceptions; be care of statements that might affect the way your customer perceives your company

• Listening skills

In-and-out listening; literal listening; empathetic listening – what are the differences & its effects

• The “30-second” telephone rule

The first and last 30-seconds are the most crucial in any tele-prospecting & cold calls.

• Getting past gatekeepers

Tips on getting past receptionists & on getting the necessary information you require

• Questioning techniques

High gain questions that give you high value information – what are high gain questions & how to ask them

• Handling & responding to objections

What are the 4 main types of objections & how to manage them

• Features and benefits

The difference between a feature & a benefit & how to link the two in a call

Methodology

This session includes group discussions, videos & role-plays.

Who this workshop is for…

This fun & interesting workshop is highly recommended & suitable for all telemarketers & sales persons who need to canvass for new leads, getting appointments, creating awareness in their product offerings or simply to get a sale through the telephone.

Emailing and instant messaging (SMS) are quickly becoming standard forms of office communication. However, the telephone still plays a fundamental and critical role in business communication. Just like a face-to-face meeting, telephone conversations are still an important element of making business impression, forming partnerships and ultimately closing a deal. This workshop provides you with tips to make the experience more productive and fruitful and is important for anyone who plays frontline role for your company.

Topics Covered

   1. Managing positive customer perceptions

   2. Answering the phone professionally

   3. How to return a problem call

   4. Important rules for everyone

Facilitator

Facilitator for the session – Mr Gregory Chua.

Learn

– How to manage a customers positive perception of your company
– The four basic answering courtesies
– How to close a conversation
– The correct way of putting callers on hold and transferring calls
– Returning a problem call & responding to a complaining customer
– The twelve telephone rules

Duration : 2 days

Target Group : Managers, Technical and Professional staff from the SAME organization

Learning Objectives : Participants will:
1. Accept that Change is inevitable and it is part of the new business paradigm.
2. Learn how to effectively recognize possible change events and trends.
3. Practice some techniques & tools for managing change effectively.
4. Take away an action plan to manage some current change challenges that the organization is facing.

Outcome & Methodology :
Participants attending this two-day workshop will acquire the competency to plan, organise, lead and control change-related projects. They will internalise these skills via exercises, case studies and examples. Experiential activities will be included as appropriate.

Outline :

Duration : 2 days

Target Group : Managers, Executives, Supervisors, Technical, Marketing, Professional, Front line staff, and Service providers.

Learning Objectives : Participants will:
1. Understand the Four premises of Relationships Awareness and how it can be applied in our daily lives.
2. Complete the Strengths Deployment Inventory (SDI) and Portrait of Personal Strengths (POPS) to discover one’s Motivational Values System (MVS); Valued Relating Style (VRS) and Conflict Sequence.
3. Be aware of Conflict Triggers & own Overdone strengths and when to borrow strengths.
4. Learn Methods for Resolving Conflicts after they have occurred.
5. Learn Techniques to Prevent Conflicts before they occur.
6. Revise on fundamental management models such as Learning Cycle, Johari Window, Tuckman’s Model, High Performance Organisation, and SMART Objectives.

Outcome :
Participants attending this two-day workshop will acquire the competency to resolve or prevent conflict quickly before it gets out of hand. They will internalise the skills via case studies and role-plays. Experiential activities will be included as appropriate.

At the end of the session, participants should have a better understanding of each other and pave the way for more tolerance at the workplace. They will acquire insightful knowledge about themselves and how they can be effective in their relationships at home, work and play hence enhancing their performance. They will engage in highly invigorating discussion and hands-on action planning that will result in the production of a personal contract for application at the workplace and home.

Outline :

*For in-company workshops, company specific cases can be included for action learning.
*Participants are encouraged to come prepared with one unresolved conflict that they have experienced or are experiencing currently so that this may be used as case examples for learning application.

Date: TBA

How effective is your company in managing its defaulting customers?

“Having bumper sales may not mean having bumper profits”. Sounds familiar? Very often, the problem is poor credit control and debt collection. This critical aspect of a business is sometimes so grossly overlooked or neglected that it could paralyze a company especially in an economic recession.

Good credit control and management can be acquired through experience but learning from mistakes can be costly sometimes. A company that offers liberal credit terms recklessly to customers may find themselves in severe financial adversity when customers fail to pay. Moreover, the time invested by both management and staff of a company to recover problematic debts could be utilized more productively to benefit the business.

Debt collection is an art. It involves adopting a suitable strategy, handling evasive debtors and managing risks.

This intensive seminar will empower participants with critical, foolproof techniques that will help your company to improve credit management and debt recovery. The seminar speaker will share his personal experiences and knowledge to arm you with the necessary information to help you achieve the results you desire:

   * Improve CASHFLOW
   * Maximize PROFITS
   * Minimize RISKS

Seminar Program

1. Effective Credit Assessment & Risk Evaluation
       – Assessing credit worthiness of individuals
       – Evaluating corporate risks – sole proprietorship/partnership, private limited companies, groups of companies
       – Credit information and investigation techniques

2. Practical Aspects of Financial Analysis in Credit Evaluation
       – Types of financial statements and their limitations
       – Financial analysis techniques – qualitative and quantitative
       – Practical aspects – credit decisions, symptoms of problematic debts

3. Understanding the Factors Influencing a Credit Decision and the Pitfalls Involved

4. Developing Effective Collection System and Procedures
       – Priorities in collection
       – Collection routine
       – Collection letters – types, reminders, effectiveness
       – Collection calls – telephone, personal visit
       – Use of collection agency
       – Practical pointers for effective collection

5. The Art of Collecting Debts Through the Phone
       – Planning strategy to get results
       – Making routine calls
       – When to show debtors you mean business
       – Using the language of the trade
       – Practical session

6. Collection Tools and Techniques – Review of DOs and DON?Ts
       – Sending of reminders
       – Collection letter – timing, wording
       – Telex/fax
       – Telephone collection
       – Personal visits
       – Use of collection agencies

7. Laying the Groundwork to Make Collection Efforts Produce Results
       – Sourcing vital information – debtors’ assets, market news and developments
       – Financial condition
       – Personality assessment – type of character, strengths and weaknesses, developing the profile
       – Documents review

8. How to Deal with Delaying Tactics & Reduce Credit Exposure of Difficult Customers
       – Types of delaying tactics often employed
       – Handling special situations such as force threat, abusiveness, intentional delays, excuses
       – Collecting the payment: precautions to be taken – post dated cheques, endorsements, returned cheques
       – 3rd party intervention – Collection Agencies: Practical pointers

9. Collecting from Financially Distressed Debtors
       – Identifying potential delinquent accounts
       – Sizing the problem
       – Reaching for a compromise
       – Practical issues

10. What Went Wrong – Useful Lessons for Staff Involved in Collection

11. Highlights of the Legal Perspective in Debt Collection
       – Legal rights of priority creditors, secured creditors, general creditors
       – Execution against goods
       – Garnished order
       – Attachment
       – Writ of summon and sale
       – Time bar for legal proceedings

12. Negotiating for A Settlement
       – Before commencement of legal action
       – After commencement of legal action
       – After court judgement

13. Reporting and Convicting a Debtor of a Criminal Offence
       – Cheating
       – Breach of contract
       – Misappropriation
       – Dishonesty – in receiving stolen goods
       – Conviction and disposal enquiries

14. Trade Credit Insurance
       – Key Parameters of a program
       – Types of policies

Who Should Attend?

This seminar will be of tremendous benefit to employees who carry out the following responsibilities:

   * Debt collection
   * Sales/order administration
   * Sales & marketing
   * Credit controls
   * Finance & administration

Facilitator

Facilitator for the session – Mr George Goh.

Duration : 2 days

Target Group : Managers, Executives, Supervisors, Technical, Marketing, & Professional Staff.

Learning Objectives : Participants will:
1. Learn when it is appropriate to use CPSP and when it is NOT appropriate.
2. Learn the CPSP framework: Problem -> Divergence -> Convergence -> Implementation.
3. Learn and practice how to redefine a problem statement to make it suitable for CPSP.
4. Learn and use ten divergence techniques to generate breakthrough ideas to a problem that has been appropriately defined as suitable for CPCP.
5. Learn and use three convergence techniques to select a few ideas from the divergence stage for implementation.
6. Learn to craft an implementation plan.

Outcome :
Participants attending this two-day workshop will acquire the competency to use the CPSP to find breakthrough and out-of-box ideas for problems which lend themselves to solutions which are not obvious.

Outline :

*For in-company workshops, company specific cases can be included for action learning. Participants are encouraged to come prepared with company specific problems to be used as case examples for learning application.

Duration : 2 days

Target Group : All levels of Managers; Supervisors; and Leaders.

Learning Objectives : Participants will:
1. Become better at managing yourself and others when there is conflict
2. Clarify your role as a manager in creating and/or resolving issues
3. Review organizational responses to conflict and the “Conflict Continuum”
4. Understand Relationship Awareness? Theory and its value in conflict management
5. Listen to Learn – sort out what is really being said
6. Learn to think and act like a mediator
7. Practice leading effective problem-solving conversations

Outcome :
You will manage yourself and others when there is conflict by understanding Relationship Awareness Theory to think and act like a mediator: Listening to Learn – sort out what is being said and establish an appropriate forum to create effective problem-solving conversations.

Outline :

* Strength Deployment Inventory; Relationship Awareness Theory and Listening to Learn are registered marks of Personal Strengths Publishing, Inc. All rights reserved.

Learning Objectives : Participants will:
1. Match the mentor with the appropriate mentees using the Strengths Deployment Inventory & the Expectations Inventory
2. Put in place a robust, sustainable programme

Outline :

* Strengths Deployment Inventory and Expectations Inventory are registered by Personal Strengths Publishing, Inc. USA. All rights reserved.

Duration : 2 days

Target Group : Managers, Executives, & Supervisors

Learning Objectives : Participants will:
1. Participate in Strategic Planning exercise or Team Development using Open Space Technology (OST).
2. Create and Align Action Plans.
3. Learn to manage the relationship between effective task performance and the social climate by strengthening listening, influencing and problem solving skills and how to use these skills to contribute, motivate and be effective team members.

Experiential activities will be included as appropriate.

Outcome :
After these two day workshop, participants would have gained sufficient knowledge on how to confidently conduct an OST session in their organisation.

Outline :

* Strengths Deployment Inventory and Expectations Inventory are registered by Personal Strengths Publishing, Inc. USA. All rights reserved.

Duration : 2 days

Target Group : People Managers & Supervisors.

Learning Objectives : Participants will:
1. Learn to align work plans, prepare key result areas (KRAs) for the next performance review period.
2. Integrate the company indicators – Setting goals and measurements for improvement of the KRAs.
3. Understand the Performance Management (PM) Process.
4. Learn and practice coaching for performance.
5. For in-company workshops: Internalise the company?s Strategic Directions and know the direction(s) where the company wants to go..

Outcome :
Participants attending this two-day workshop will engage in highly invigorating discussions, role plays, video playback and (*company specific) performance management case studies that will result in the production of a series of recommended situational responses for application at the workplace. Experiential activities will be included as appropriate.

Outline :

* For in-company workshops, company specific cases can be included for action learning and the content can be adapted for relevance.

Outline of Program
Selling with responsibility & accountability
Knowing client well
Sources of information for credit & financial standing: public and private
Customer visits – practical pointers
Entertainment tips
Establishing an internal QC circle for credit health of clients: Credit Committee & its role
The Sales Risk Assessor
Bad debts impact on sales profitability
Slow payments considerations
Securities available for securing your sales payment risks
(Case examples will be shared and discussed.)


Availability of Insurance & financing facilitation Tools
Trade Credit Insurance: What is it?
Advantages and disadvantages of having it
The misconceptions of credit risks insurance
Protecting your sales against big hits/losses
Costs & Pricing
Various Structures, programs and covers available
Using the programs for funding, expansion and growing sales worldwide.
(Successful case studies to be discussed.)

Duration : 2 days

Target Group : Managers, Supervisors, Engineers, Office staff, Technical, Administrative, and Professional staff

Learning Objectives : Participants will:
1. Understand Divergence & Convergence.
2. Learn when to use Logical Problem Solving (LPS) & Creative Problem Solving (CPS).
3. Learn to use the six step process for LPS & five techniques for CPS.
4. Heighten their Cross cultural awareness, perceptions in decision making and impact on group dynamics.
5. Learn to use three Convergence Techniques.
6. Be aware of their Decision-Making Style & Groupthink behaviours in Group Decision Making.
7. Goal Setting & Results Seeking – SMART Objectives.

Outcome :
Participants attending this two-day workshop will understand the steps in logical problem solving and learn the use of some creative problem solving techniques. They will be able to perform problem solving in a systematic manner and will also be able to select an appropriate decision-making approach for a given situation. Experiential activities will be included as appropriate.

Outline :

* For in-company workshops, company specific cases can be included for action learning.

Duration : 2 days

Target Group : Managers, Supervisors, Engineers, Office staff, Technical, Administrative, and Professional staff

Learning Objectives : Participants will:
1. Understand the fundamentals of Project management and be able to prepare a project plan.
2. Learn how to effectively allocate resources and do a project costing.
3. Be able to foresee some common problems and risks that may arise in projects and formulate response plans.

Outcome :
Participants attending this two-day workshop will acquire the competency to plan, organise, lead and control projects. They will internalise these skills via exercises, case studies and examples. Experiential activities will be included as appropriate.

Outline :

* For in-company workshops, company specific cases can be included for action learning.

Duration : 2 days

Target Group : Senior Management Team and extended management team.

Learning Objectives : Participants will:
1. Understand the Strategic Planning Framework.
2. Learn some tools & techniques to aid Strategic Planning.
3. Apply the Strategic Planning Framework to the current Business Planning process.
4. Understand the key elements of a high performance team
5. Identify the behaviours that will enable the Vision, Mission and Core Values to be lived at the work place.
6. Discuss and formulate roll out plan for the wider organization.
7. Understand and use Open Space Methodology to draw everyone into the Planning Process.
8. Derive the first cut Strategic Plan for the next work period(s).

Outcome :
Participants attending this workshop will learn and use some tools & techniques and a structured strategic planning framework to derive their Long & Short Range Business Plans (SRP & LRP). At the end of the 2 days, they will be in a position to put in place a Short & Long Range Plan in place. They will engage in highly invigorating discussions and hands-on action planning that will result in the production of a personal contract for application at the workplace. There will be ample experiential activities on both days.

Outline :

Duration : 2 days

Target Group : Senior Management Team and extended management team.

Learning Objectives : Participants will:
1. Understand the Strategic Planning Framework.
2. Learn some tools & techniques to aid Strategic Planning.
3. Apply the Strategic Planning Framework to the current Business Planning process.
4. Understand the key elements of a high performance team
5. Review the previous Vision, Mission and Core Values and identify what worked well and what could have been done better.
6. Preview the proposed Vision, Mission and Core Values and match them with the previous version.
7. Adapt and get a buy-in on the proposed Vision, Mission and Core Values.
8. Identify the behaviours that will enable the new Vision, Mission and Core Values to be lived at the work place.
9. Discuss and formulate roll out plan for the wider organization.
10. Understand and use Open Space Methodology to draw everyone into the Planning Process.
11. Derive the first cut Strategic Plan for the next work period(s).

Outcome :
Participants attending this workshop will learn and use some tools & techniques and a structured strategic planning framework to derive their Long & Short Range Business Plans (SRP & LRP). At the end of the 2 days, they will have an agreed to Short & Long Range Plan in place. They will also participate in team building sessions to acquire insightful knowledge about themselves and how they can be effective in their relationships at home, work and play; hence enhancing their performance. They will engage in highly invigorating discussions and hands-on action planning that will result in the production of a personal contract for application at the workplace and home. There will be ample experiential activities on both days.

Outline :

Duration : 7 modules (2 days per module) – over 14 days

Target Group : New supervisors & managers.

Learning Objectives : Participants will:
1. Understand the responsibility of supervisory leadership in a high performance organisation and create a leadership vision for self.
2. Learn to manage the relationship between effective task performance and social climate by strengthen listening, influencing and problem solving skills and how to use these skills to contribute, motivate and lead effective work teams.
3. Learn about leadership styles from the Portrait of Personal Strengths (POPS) and use it as a diagnostic tool for increasing effectiveness as a leader.
4. Identify the characteristics of effective teams and learn to use appropriate leadership styles to create effective team dynamics.

Duration : 3 days

Target Group : New supervisors & managers.

Learning Objectives : Participants will:
1. Understand the responsibility of supervisory leadership in a high performance organisation and create a leadership vision for self.
2. Learn to manage the relationship between effective task performance and social climate by strengthen listening, influencing and problem solving skills and how to use these skills to contribute, motivate and lead effective work teams.
3. Learn about leadership styles from the Portrait of Personal Strengths (POPS) and use it as a diagnostic tool for increasing effectiveness as a leader.
4. Identify the characteristics of effective teams and learn to use appropriate leadership styles to create effective team dynamics.

Dress Code :
Participants need to be dressed in casual clothing. Avoid tight-fitting clothing, slippers or high heels. Be highly relaxed for all your senses to be in top form! No inhibitions, formalities, stress, and worries!

Duration: 1Day

While you may have the competence, skills, and desire to succeed on the job, you may not get the recognition, compensation, and opportunities you deserve. Having technical and people skills is not enough to get ahead – the rewards go to those who are confident and assertive.

Confidence and assertiveness are essential traits for supervisors, managers, and leaders. Confident people are comfortable dealing with bosses and colleagues at all levels of the organization. They recognize their value and are able to contribute without holding back.

You can boost your self-esteem, develop more confidence, and learn assertive language patterns, behaviors, and skills that will improve the quality of your relationships and career prospects.

A practical and interactive workshop for anyone who is competent at his or her work, but needs to develop confidence and assertiveness to advance to the next level.

Workshop Objectives:    

• Understand the importance of assertiveness on and off the job
• Enhance your self-esteem and self-confidence
• Distinguish passive, assertive, and aggressive personality types
• Learn assertive language patterns
• Learn how to ask with confidence
• Learn to say “No” without causing offense
• Plan and conduct difficult conversations
• Project confidence to people you meet
• Converse with others confidently
• Learn to speak up whenever you feel the need

Duration : 1 days

When I was a young boy in primary school I heard this riddle: “Why did the chicken cross the road?” There were many answers: “To get to the other side.” “To prove he wasn’t chicken.” “To escape from Colonel Sanders.” If you google the question you will be led to numerous websites with hundreds of answers. Of course, if you wish to know the real answer you must ask the chicken. 

We all wonder why the “chicken” crosses the road, why it says and does certain things. Only our “chickens” are not birds – they are bosses, colleagues, customers, family, friends, and even strangers. And we all need to understand them better. Effective communication is the key to success in life.

This intensive, one-day workshop is heavy on role plays and skill building, and is based on the book Why Did the Chicken Cross the Road?: Lessons in Effective Communication, by David Goldwich. This workshop is suitable for anyone, but is especially useful for new managers, supervisors, customer service officers, sales professionals, entrepreneurs, technical professionals, and administrative and support staff.

Workshop Objectives:

• Learn how to express yourself clearly, concisely, and confidently
• Understand the fundamental principles of communication
• Develop active and empathetic listening skills
• Learn how to read body language
• Understand the dynamics of perception and how to see things from others’ points of view
• Make a killer first impression
• Learn how to frame proposals and create yes-able propositions
• Learn how to identify people’s real reasons
• Understand the power of emotions and their relation to reason
• Make small talk comfortably and confidently
• Master a variety of techniques to communicate effectively with others in everyday situations 

Duration : 2 days

The purpose of most business presentations is not merely to inform – it is to win support for your ideas, to get buy-in for your proposals, to persuade. While we will pay some attention to delivery style and how to manage adverse conditions, we will emphasize essential techniques of conveying key points powerfully and persuasively. You will have the opportunity to deliver a short presentation and hone your persuasion skills.

WARNING: This is not a typical presentation skills course. The focus is on substance, persuasiveness, and impact. We will notwaste your time trying to teach you how to articulate, breathe, or speak the Queen’s English in two days. We will debunk a lot of conventional wisdom about business presentations and give you the tools you need to be a commanding, compelling, and persuasive presenter. You should expect to be challenged, provoked, and to encounter unconventional ideas.  

This workshop is based on the book Kickass Business Presentations: How To Persuade Your Audience Every Time, by David Goldwich. It is ideal for managers, department heads, sales professionals, team leaders, C-level executives, lawyers, government officials, lecturers, trainers, and others who wish to improve their speaking, persuasion, and presenting skills.

Workshop Objectives:

•         Bust a number of myths about presentations and public speaking

•         Size up a discriminating business audience

•         Understand your role as a presenter

•         Grab their attention from the first few seconds

•         Build rapport to connect with and engage your audience

•         Develop a clear, compelling, and persuasive message

•      Frame alternatives to get the results you want

•      Structure your presentation to achieve your objective

•      Manage nerves and stage fright to exude confidence and own the room

•      Develop a commanding stage presence using your voice, appearance, and nonverbal communication techniques

•      Harness the power of words, pictures, and stories to be more persuasive

•      Master the language techniques of the world’s most electrifying speakers

•      Use humor and props to keep your audience fully engaged

•      Design eye-popping slides, charts, and graphics to clearly convey your message

•      Mesmerize your audience with just a flip chart

•      Handle Q&A like a pro and have the last word

•      Deal with the unexpected and turn it to your advantage

•      Use powerful psychological principles to be irresistibly persuasive 

•      Be the one they remember! 

Duration : 2 days

Most of us are expected to negotiate effectively with key accounts, strategic partners, customers and vendors repeatedly over a long period of time. We also negotiate within our own organization, with bosses, colleagues, even subordinates. We need to achieve good results for ourselves while maintaining healthy, long-term relationships with our negotiating partners. In today’s world, a win-win approach is the only acceptable approach to negotiation. 

This practical and interactive two-day workshop was designed for people who must negotiate in a variety of settings. It is based on the principled negotiation approach developed at Harvard, as well as the book Win-Win Negotiations: Developing the Mindset, Skills and Behaviours of Win-Win Negotiators by David Goldwich. This workshop focuses on preparing for negotiation and provides a framework for negotiating win-win outcomes. Participants will work through several negotiation simulations.  

This workshop is recommended for managers, supervisors, lawyers, bankers, financial advisors, purchasing agents, contracts officers, executives, sales and marketing staff, customer service representatives, administrative and technical staff, and anyone whose work requires them to negotiate with and influence others.

Workshop Objectives:

• Understand the elements of the “principled” negotiation approach
• Distinguish interests from positions and learn how to uncover hidden interests
• Leverage on differently valued currencies of exchange to create value out of nothing
• Develop alternatives and a powerful Plan B so you cannot lose
• Use anchor points to get more every time
• Adopt a counterintuitive approach to get better results
• Understand the emotional aspects of negotiation
• Recognize and avoid common cognitive biases 
• Learn how to overcome an impasse
• Frame issues to your advantage
• Know the behaviors of winning negotiators
• Understand your counterpart to maximize the chances for a win-win outcome
• Use an eight-step template to systematically prepare for any negotiation

   

Duration : 1 days

You are asked to say a few words to the group. Or the group would like to ask you a few questions. Your heart leaps, your mouth goes dry, your mind goes blank. How can you avoid a total meltdown?

Delivering a prepared presentation is daunting enough. But having to speak without time to prepare is another matter. Where do you begin? How should you conclude? What can you do to look and sound like the capable professional you are?

Whether you are in the boardroom, in a team meeting, or celebrating at a social occasion, you never know when you might be called upon to speak. You will never be at a loss for words once you master a few simple techniques and templates for thinking and speaking on your feet.

Note: All participants are expected to speak off the cuff before the group. You cannot prepare for this, but you will survive … and enjoy it!

This workshop is ideal for managers, department heads, sales professionals, team leaders, C-level executives, lawyers, government officials, administrative and support staff, IT and technical support, accountants, engineers, educators, and others who wish to improve their impromptu speaking, thinking, and presentation skills.

Workshop Objectives:

•         Size up your audience

•         Grab their attention

•         Control stage fright and project confidence

•         Build rapport and connect with your audience

•         Develop a clear and compelling message

•      Master a variety of templates to structure your talk quickly and easily 

•      Develop a professional stage presence

•      Draw simple yet effective images to reinforce your point

•      Handle Q&A like a pro

•      Manage difficult or hostile questioners

•      Make yourself memorable 

Duration : 1 days

Telling stories is more than just a folksy way to relate to others. It is a powerful and persuasive vehicle that top leaders use to get their message across with maximum impact and minimum resistance. Logic, reason, and data lead prospects to think about your proposal, delay action, and look for reasons not to take action. Stories push their emotional hot buttons and lead to action. Stories move people.

This workshop is designed for those who persuade in business. Leaders, sales professionals, and business development people have special needs for stories that can build credibility and trust, introduce their company and product, and create a picture of how their solution can change their prospect’s life. Participants will have a chance to develop and tell their own stories so they can begin moving people immediately.

This workshop will benefit managers, sales people, sales managers, business development managers, government officials, educators, financial advisors, insurance agents, property agents, vendors, purchasing agents, contractors, consultants, and anyone who has to sell tangibles or intangibles, internally or externally.

Workshop Objectives:

• Appreciate the many purposes stories serve in business
• Know the elements of a story
• Position yourself the way you want to be perceived
• Make yourself more likeable
• Build credibility, trust, and rapport
• Introduce your company and your product, service, or solution
• Promote your brand
• Communicate key personal and corporate values
• Coach and share knowledge
• Create a compelling picture of how your solution can change your prospect’s life
• Learn a variety of techniques to bring your stories to life
• Move your prospects to action