Contents. About Us Today s Organizational Training Requirements Training Methodology Corporate Training Modules. Other Modules

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1 Training Module

2 Contents About Us Today s Organizational Training Requirements Training Methodology Corporate Training Modules Sales & Marketing Leadership & Managerial Training Business Communication BPO Training Soft Skills & Behavioral Training Corporate English & Accent Improvement Senior Executive Training Retail In-House Training Support & Admin Staff Training Other Modules Business Etiquette Conflict Management Customer Service Decision Making Writing Fun at Work Motivational Skills Negotiation Skills Personality Development Presentation Skills & Public Speaking Problem Solving Stress Management Team Building Telephone Etiquettes Time Management The First Impressions Edge Contact Us

3 About Us First Impressions (Unit of DZC Group) is company founded by young entrepreneurs with a passion to make a difference. We are a company run by passionate individuals in their respective fields, with years of hands-on experience. In short, we help our clients to connect to their customers. The company was established in August 2009 with an objective of encompassing integral and necessary skills that most of organizations find a need in everyday business. First Impressions is a professionally managed organization provides Content Writing, Corporate Training, Career Planning, Personal grooming and Business etiquettes services for fresh graduates and experienced professionals. The company provides a range of services from elementary communication skills to strategic management, content writing, and resume services to address every business and personal requirement. We have a team of experts graduated from various premier institutions possessing rich anflair experience in different industry domains and verticals, transforming careers with personal and professional development.

4 Today's Organizational Requirements The new age competitive standards affect enterprise level structures seeks a distinct move from top- down systems towards more flexible networking and work teams. The technical changes in organization results new work processes and procedures that justify the requirement of constant development of employer-specific technical knowledge. In a world of rapid change, obsolescence is an interminable danger. As we are aware that technology has replaced more of the hands-on work, more employees will be dedicated to service functions where they will spend more time face-to-face with co-workers and clients. Organizational structures in the new economy require more competitive general skills. Interpersonal skills, communications skills and effective leadership skills are required by more and more non-supervisory employees. Managers relinquish control of work processes to work teams and will need to provide integration through constant leadership with monitoring and motivation. The requirement for common skills has increased and deepens because of the growing complexity and scale of jobs being performed. Focus will shift from specialization to a broader range of competencies. In the past, the work force was considered a cost to be controlled. A whole set of skills and a wider range of knowledge is required in the New Economy; training becomes a critical tool to enable organizations to survive and compete. Moving an enterprise towards a new competitive standard requires a work force with strong grounding in hard competencies and job knowledge. "Soft" skills, the ability to interact and influence others, take on great importance. The ability to take responsibility for the organization and its goals will be required. Education and experience become more important in getting and keeping jobs. Workers are valued more for skills and less for organizational time and loyalty. A continuous training makes a dramatic difference in the ability to meet the new competitive standards. Its impact can be measured at several levels - the economy, the organization and the individual. The companies that have made significant investments in their work force have enjoyed increased economic success.

5 Training Methodology First Impressions s training & development program aims to improve your operational efficiencies by providing quality corporate trainings to the organizations. The First Impressions training model for a corporate training program links three operational components to create a new training model in which the whole performs more efficiently and effectively than its parts. The components include: Planning: understanding the client specific requirements and to plan the need to achieve organizational goals with workplace specific training programs Designing: a modified instructional system design for developing and implementing training programs Learning: a job-specific, performance-oriented learning methodology for training & delivery Delivery: to implement the learning methodologies in pursuit Z of organizational training goals Planning Designing Learning Delivery

6 Module - Sales & Marketing The sales & marketing training modules aimed at developing sales acumen among the attendees which will broadly covers but not limited to the following: Learn to Be an Exceptional Listener - Too many salespeople believe that listening well is simply repeating back what they have heard in order to prove that they heard what was said. Besides annoying your prospect, it can be done without truly listening for the meaning and without really understanding. It is simply a tactic, not true listening. Write, Rehearse and Use Scripts - Speaking well and presenting well in sales isn t a matter of being able to think on your feet alone, although is certainly necessary. Sometimes it will be critical that plan what you say, and that you are able to convey your meaning in the most effective way possible. When that is necessary, it is best to use scripts. Use Their Words - Prospects and clients use words that they have attached a certain meaning to. These words bring to their mind a certain picture and a certain emotion. These words are powerful and capturing and using their words ensures that you connect with their meaning and the emotion it elicits. Duration: hrs.

7 Module - Leadership & Managerial Training Objective of leadership training module is to help those who are lacking the leadership and management skills or those who want to polish their leadership & Management abilities. With this objective we consider few special qualities a leader should possess, which are the part of our training modules which are as follows:- Topics Leadership Techniques Supervisory/ Managerial Skills Employee Engagement through Effective Conflict Handling Mentoring - how to share your Wisdom? Subtopics Duration: hrs. What is Leadership? Leaders Vs Followers Managers Vs Leaders Test your Leadership Potential Your Personality Conduit of Leadership Team Leadership Getting Organized Problem solving Leadership & Conflict Resolution Assertiveness and Leadership Creation of Intangible Assets Fundamentals of Supervision Your Attitude and Productivity of your Staff How to Demonstrate Authority How to Delegate How to Coach How to Counsel How to deal with Special problems Transition from engagement to disengagement What is Conflict? Critical Features of Conflict Management Types of Conflict Conflict Resolution Techniques Conflict and Organizational Culture The Seven C s What makes a good Mentor? What Mentors do? Manager Vs Mentor Adapting & Managing a Change Dimensions of Mentoring Mentoring Process Productive Confrontation

8 Module - Business Communication The training exercise is targeted at Transforming thoughts. Topics The Basics of communication Subtopics How good are you at communicating? Today s communication realities The process of communication Barriers to communication Critical Components of Communication The communication bridge Active listening Avoid Provoking Phrases and Words Includes daily reading [inculcate] Effective Communication: Conversations and etiquette (Telephone and one-one) Relationship building: Jumping in with Both Feet Business Etiquette & Body Language Enhance your S.C.O.P.E.: Dynamic Presentation Accent Improvement Public Speaking Essentials Duration: hrs. Saying What You Mean and Meaning What You Say What You Don t Say: Nonverbal Communication Putting Words Together: Grammar Usage Asking the Correct Questions and Answering the Questions Correctly When to say No! Conversations and etiquette Establishing Rapport Interacting positively with clients Identifying client needs Making the client feel valued Maintaining Ongoing Relationships Different Strokes: Handling Different Types of clients Handshake Introductions in Business Brand Positioning Gestures Enhancing knowledge to communicate effectively. S.C.O.P.E covers Self & staff Customers Outside world Product & service Employer Activity What you do? The pronunciation Vs and Ws sound Vowels Not too fast or too slow Practice Relaxing Issues that concern you Observations Netiquette Practices Includes conversation over phone ad oneone [inculcate] Includes existing client relationship enhancement. (Seek Your client examples.) [nurture] Includes business presentation to a new client. [achieve] Scenario simulation and activity. [Inculcate & Nurture] Scenario simulation and activity. [Inculcate & Nurture]

9 Module - BPO Training The BPO training module incorporate a holistic executive development approach in context to the customer service activities which includes all required element but not limited to the following: Personality Development Soft Skill Trainings Expert Spoken English & Communication Skills Voice and accent Motivation Workshop Sales Training Program Leadership Workshop Customer Relationship Trainings Presentation Skills Duration: 20 hrs.

10 Module - Soft Skills & Behavioral Training First Impressions has very unique approach of training to its students. It includes several activities that give ease of learning through participation mainly based on their experience and daily activities. LSR approach namely Listening, Speaking and Reading gives due importance to each of the desired skills in the participants. Topic Business Etiquette & Etiquette Personal Grooming Communication Skills Goal Setting Body Language Time Management Teleconference Skill Voice & Accent & Removing Mother tongue Influence Organizational Behavior Practice Workshop Team Building Leadership Confidence Building & Motivation Subtopics Meeting Etiquette Introduction Understanding Corporate Culture Hand Shakes General Business Card etiquette tips Meeting etiquette Etiquette Element of an Best practices while writing an What is Grooming Importance of Personal Grooming Relation between personal appearance and image projection Public Speeches Presentation Skills protocol Effective listening skills 3 Vs of Communication Assigned goals Self-efficacy expectations Personal goals Performance What is body language The Face The Eyes The Hands The Legs Walking Gesture Benefits of Time Management Obstacle Things to avoid How to set goals & achieve them Learn when to say no Telephonic Etiquette Handling customer queries Mock Calling, Mock Interview Pronunciation with Rhythm Reading accuracy with neutral accent Voice Clarity Voice Modulation & Intonation Accent Neutralization (The Vowel, Plosive, TH sound) Tongue Twisters & Mouth Exercise Introduction to Organizational Behavior Understanding the new trends & dynamics Key forces affecting Organizational Behavior Business Ethics Discussion, Presentation, Role Plays etc Identify and understand teams and how they function. Skills necessary for the development of an effective team Collaboration Through Team Building Leadership Introduction Duties and responsibilities of a Leader Leading a Team. People skills Interpersonal relationship Identify Satisfying & Dissatisfying Factors Role of Manager as a Motivator Team Management / Leadership skills Friendly Competition Duration: hrs.

11 Module - Corporate English & Accent Improvement This training program is targeted at Transforming thoughts. Our approach is simulation based. Concepts will be delivered supported by a number of activities. Full-house and full-participation is the key to our workshop. Here is the list of topics we cover: Topics Corporate English Speaking Enhance your S.C.O.P.E.: Dynamic Presentation Accent Improvement Public Speaking Sub topics Building basic vocabulary Learning basic grammar Making simple sentences Paragraph formation Simple Question and Answer Elementary dialogues & conversations skills Making speeches Active listening and Interpretation Telephonic conversation Behavior/Situational Patterns Building advance vocabulary Enhancing knowledge to communicate effectively. S.C.O.P.E covers Self & staff Customers Outside world Product & service Employer Activity What you do? The pronunciation Vs and Ws sound Vowels Not too fast or too slow Practice Relaxing Issues that concern you Observations Includes Story Telling, Vocabulary Games, Group discussion and Role-Based Activities. (Seek Your client examples.) [inculcate] Includes business presentation to a new client. [achieve] Scenario simulation and activity. [Inculcate & Nurture] Scenario simulation and activity. [Inculcate & Nurture] Duration: hrs.

12 Module - Senior Executive Training Executive training module incorporate a holistic development approach which encompasses all required element of the following: Personality Development & Soft Skill Trainings Spoken English & Communication Skills Motivation Workshop Sales Training Program Leadership Workshop Customer Relationship Trainings Presentation Skills Duration: 20 hrs. * All Executive Training Programs will be customized as per the Customer requirement.

13 Module - Retail In-House Training This module incorporate store training and development training activity named Associate Service Orientation (ASO). ASO is a multi-phased learning platform that not only prepares new hires to make an immediate impact on store performance through boosting sales, but also provides them with the tools and resources needed to remain competitive and successful at any Organization. Module element Customer Service Basics Simple Actions Huge Returns Practice What You Preach Dealing With The Customer Enhance your S.C.O.P.E. for customer retention Merchandise: The tangible essentials for service Cases and examples Service live examples Activities and videos Focused needs Aspects covered Introduction to customer service Customer service in the 21st century The three key elements Expand your definition of service Who are your customers? Develop a customer friendly approach What customer service means Customer service qualities Professional qualities in customer service Good information is often good service Conversations and etiquette It s not what you say, it s how you say it Answering Troubleshooting Making good first impression you only get one! Ten major do s and don ts of customer service Helpful reminders for polite and friendly responses Communicating with the unsatisfied customer Solving the customer s problems Follow-up with the customer It pays to please Initiative Customer service traits Benefits of good customer service Enhancing knowledge of Self & staff, Customers, Outside world, Product & service & Employer Shop zone features and counter locations Maintain signage in department Maintain display merchandise Stock/rotate items Handling returns Package/repackage/gift-wrapping Extensive case studies from the global and national giants Live demonstration of service with live customers Participants will be asked to act as service associates and customers to understand how customer feelings To boost cross-selling To handle customers rush during yearly sale time Closing a deal Till handling while billing Cash/CC/Voucher customer prioritization Customer retention Duration: hrs.

14 Module - Support & Admin Staff Training Objective: The Objective is to discover and develop professional workplace mannerisms, behavior and attitude in administrative and support staff. This seminar will be highly interactive, entertaining and will boost and polish their interpersonal skills and improvise their both personal and professional conduct to adept in diverse business settings. Agenda: Understanding business etiquette, corporate courtesy and protocol. Interpreting and modifying body language in the workplace. Meeting people in a business setting. Displaying good manners at work. Polishing your language and introductions. Overcoming Challenges at Work. Making a Good & Positive Impression. Ask and respond to basic questions in business and social settings. Improve Listening Skills and Speaking Skills. Developing good relations with your superiors. Sending right signals through Body Language and Comportment. Conversing tactfully and politely. Module element Good Manners at Work Attitude Enhancement Aspects covered Conducting Yourself with Class Making a good impression Working in diverse business settings Dressing well Behavior Shaping The Techniques The Methods How to Get the Best Reaction

15 Module - Support & Admin Staff Training (Contd.) Module element Aspects covered Telephone Etiquette *for Admin Staff Receiving calls Making calls Taking down Messages Transferring the line Ending calls Effective Usage of the telephone Telephone Scripting The Right Methods Portraying the Right Image The Professional Image Proper Deportment and Grooming How to Always be Presentable and Professional in your dealing Customer Service & Effective Customer Communication Art of Meeting and Greeting Proper Body Language Usage of Appropriate Words and Phrases Components of vocal expression pronunciation, volume, pitch, intonation, etc. Choosing the positive language Asking the right Question Duration: hrs.

16 Module Cross Culture Training Objective: Provide interactive opportunities to strengthen your skills in communicating across cultures Learn how to recognize cultural differences when they occur Learn some specific ways in which cultures can differ Develop self-awareness of your own cultural behaviors and values, which will help you be more effective in crosscultural communication Provide a framework for examining motivation across cultures Provide Cultural Profile of the target countries Our approach is simulation based. Concepts will be delivered supported by a number of activities. Full-house and fullparticipation is the key to our workshop. Here is the list of topics we cover: Module element Understanding Culture Aspects covered What is culture Fundamental patterns of Cultural Differences Linking Values to Behaviour Identification of Universal, Cultural, Personal Behaviour Cultural Conditioning Discovering characteristics of other cultures Fundamental Patterns of Cultural Differences. Instances & Interpretations Assessment of participant s understanding Building Blocks of Culture Concept of Self: Individualism & Collectivism Societal Obligation Universalism & Particularism Concept of Time Monochromic and Polychromic Circular, Linear & Flexible Exercises & Score Yourself

17 Module - Cross Culture Training (Contd.) Module element Building Blocks of Culture Aspects covered Styles of Communication Direct & Indirect Low Context and High Context Importance of Face The Task or The Person Misunderstanding due to Different Communication Styles Non Verbal Communication Gestures Eye Contact Conversational Styles Facial Expressions Personal Space Touch Skills of Indirect Communication Practice Phrases Decode Indirect Communication Practice Situation Exercises & Score Yourself Culture In Workplace Concept of Power High Power Distance and Low Power Distance Misunderstanding due to non-recognition of power distribution Attitude towards Uncertainty & Unknown High Uncertainty Avoidance & Low Uncertainty Avoidance Misunderstanding due to non-recognition of this difference Source of Status: Achieved Status and Ascribed Status Challenges due to change in source of status Locus of Control Internal and External Concept of Work & Motivation for Managing Diverse Workforce

18 Module - Cross Culture Training (Contd.) Module element Aspects covered Adjusting to new Culture Areas of Transition Cycle of Adjustment Levels of Cultural Awareness Attitude towards Cultural Differences Coping Strategies Blocks to Cultural Communication Ethnocentrism Discrimination Stereotyping Cultural Imposition Cultural Blindness Tips to Remember for Different Cultures Attire Handshakes Selecting and Presenting Gifts Welcome Topics & Topics to Avoid Note: The module is designed in a way to encourage and make the practice in each session; Story to provoke discussion and encourage expression of thoughts Reading to inculcate speaking habit Duration: hrs.

19 Other Modules Business Etiquette Module Objective: Greater awareness of grooming and etiquette skills will help you to increase your poise and confidence. This will significantly change the impact that you have in any formal, professional and social situations. Introduction Understanding Corporate Culture General Business etiquette tips Business Card etiquette tips Hand Shakes Meeting etiquette Duration: hours Conflict Management Objective: Identify the characteristics of effective participatory, consensus building, and conflict management processes and techniques to resolve conflicts. What is a conflict? Types of conflicts Conflict management styles Avoidance Smoothing Forcing Compromise collaborative Controlling Emotions Conflict Resolution Duration: hours

20 Other Modules Customer Service Objective: Equip participants with the skills required to confidently manage high levels of customer service. Practical techniques and checklists will help delegates solve difficult situations and manage awkward customers. Understand the importance of Customer & Customer Service Identify Internal & External customers Understand Moment of Truth & Service-Profit Chain Understand & create Customer Delight Practice complaint handling skills Tips to practice & demonstrate good customer service Duration: hours Decision Making Objective: This program is developed to increase productivity of participant by equipping them with the right problem solving and decision making tools. Understanding Problems Prioritizing issues Choose value & Non value adding activity. SWOT Analysis Pareto Principle Problem Re-statement (5 Whys) Brainstorming Duration: hours

21 Other Modules Fun at Work Objective: Aim to make your workplace a happy place for your employees the more they can play and relieve stress, the harder and more efficiently they ll work. This is a complete customized module as per the requirement. Based on the organization and employees concern our expert designs this module. Duration: hours writing Objective: In the end of this training participant should be able to write Effective Messages using to achieve Message Objective. Communicate online, use language and punctuation, and develop efficient writing habits. Describe the various aspects of , use programs, decide when to write and when to avoid writing e- mail, and improve your writing skills. Follow company policies regarding , follow copyright laws, avoid viruses, and discuss liability. Use the various features of programs and secure their by using encryption, digital signatures, and passwords. Duration: hours

22 Other Modules Motivation Objective: Lead a team to seek a common goal Develop a clear vision that will motivate workers Use language to get messages and motivation across clearly Encourage work that creates its own motivation for employees What is motivation? Why motivation is necessary? Motivation theory The Dissatisfying factors The Satisfying factor Self-motivation How to motivate yourself & your people Feedback, setting up examples, encouraging people. Learning the skills of motivating others. Case study Duration: hours Decision Making Objective: This program is developed to increase productivity of participant by equipping them with the right problem solving and decision making tools. Understanding Problems Prioritizing issues Choose value & Non value adding activity. SWOT Analysis Pareto Principle Problem Re-statement (5 Whys) Brainstorming Duration: hours

23 Other Modules Negotiation Skills Objective: Our program aim to help people define their own rules and beliefs about negotiation and how they either support or get in the way of success. Understanding Types of Negotiation Seeing Other Points of View Reading Other People Defining Your Negotiation Style Working with Your Own Negotiation 'Rules' and Beliefs Playing the 'Game' of Negotiation Negotiate Upwards and Downwards Knowing Your Bottom Line Knowing What to Give Away Dealing with Hidden Agendas Making Decisions Finessing Closing The Deal Duration: hours Personality Development Objective: The objective of the training program is bring about personality development with regard to the different behavioral dimensions that have far reaching significance for the participants. Interpersonal Relationship Skills Leadership Skills Personal Grooming Communication Stress Management Time Management Conflict Management Building Self-image and Self-Efficacy Duration: hours

24 Other Modules Presentation skills and Public Speaking Objective: Aim is to create an ability to produce and deliver sophisticated and persuasive presentations with real impact. Introduction to Public Speaking Preparing Your Presentation Developing Your Presentation Delivering Your Presentation Using Humor and Visual Aids Using what you've learned Colors and Power Point Duration: hours Problem Solving Objective: Aim to help participant in Becoming an effective problem solver by applying different techniques and methods. Define problem solving Differentiate between different types of problems Apply different problem solving techniques for any problem situation Implement effective planning implementation techniques Apply a step by step problem solving model within any problem situation Understand why problem solving can sometimes fail within organizations Duration: hours

25 Other Modules Stress Management Objective: Our approach is simulation based. Participant will be get techniques Managing Stress, Building Self-Esteem, and Staying Positive at Work. Understand the study of stress and its impact List tactics for successful time management Explain how to prioritize and determine what is really important Demonstrate techniques for interacting with difficult people Employ physical and mental techniques for coping with stress Create reachable goals Duration: hours Team Building Objective: All participants will engage in a meaningful and active exploration of the issues facing the group and how good team and leadership skills benefit all team members. Identify and understand teams and how they function. Skills necessary for the development of an effective team. Collaboration Through Team Building How to become a good team player Duration: hours

26 Other Modules Telephone Etiquettes Objective: The Telephone Etiquette Workshop aims at : Increase participant awareness of telephone etiquette techniques, basic customer service principles and effective verbal communications. Teach participants skills which will help manage challenging calls. Professional telephone manners Creating first impressions Applying simple techniques to make the caller feel valued (Voice Modulation etc) Rapport building Technical aspects of handling the phone Answering, transferring and screening calls (phraseology) Managing challenging calls Asserting yourself without sounding rude Duration: hours Time Management Objective: Time management workshop will help delegates increase work effectiveness and productivity, achieve greater control of their daily activities and overcome stress. Benefits of Time Management Obstacle Things to avoid How to set goals & achieve them Learn when to say no Duration: hours

27 The First Impressions Edge First Impressions s leading-edge approach to training includes workshops, professional skills classroom training, executive coaching, and customized trainings to suit the needs for each organization. As a result our clients can see measurable increase in employee performance, customer satisfaction and revenues. Every training program can be fully customized to meet your company's requirements. We work with client to design the program that is relevant to organizational issues. With our expertise we can understand client requirements and challenges and can train on the primary skills and knowledge that can improve the operational efficiencies of the trainees and dramatic improvements from the Organizational development perspective. Each program will be an interactive, participatory and includes readiness and reinforcement activities.

28 Contact Us First Impressions 2nd Floor, Apollo Pharmacy Building Opp Kasani Hotel, Madhapur Hitech City, Hyderabad Call For more information please write to us at mansi@dzcservices.com