BRICE ROBERTS BUSINESS CONSULTING SERVICES

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1 BRICE ROBERTS BUSINESS CONSULTING SERVICES BROCHURE: TRAINING AND DEVELOPMENT PROGRAMMES RE-AWAKENING SPIRIT - TRANSFORMING RESULTS For Further Information: Contact: Brice Roberts Business Consulting Services P.O. Box 636 Basseterre, St. Kitts, W.I. Telephone: ; Fax: Website:

2 Contents ALTERNATIVE SYSTEMIC INTERVENTION STRATEGIES... 1 BUSINESS WRITING FOR EFFECTIVENESS... 2 COACHING FOR ENHANCED PERFORMANCE... 3 CUSTOMER SERVICE EXCELLENCE... 4 CUSTOMER SERVICE MANAGEMENT... 5 EFFECTIVE INTER-PERSONAL COMMUNICATION... 6 EMOTIONAL INTELLIGENCE FOR LEADERSHIP... 7 EMPOWERMENT FACILITATION FOR EFFECTIVENESS... 8 LEADERSHIP FOR EFFECTIVENESS... 9 MANAGING CONFLICT MANAGING THE CHANGE PROCESS MANAGING TIME FOR EFFECTIVENESS NURTURING A HIGH-PERFORMANCE CULTURE WITH THE BOTTOM-LINE IN MIND PERFORMANCE APPRAISALS ENHANCED PLANNING AND ORGANISING FOR EFFECTIVENESS REPORT WRITING FOR EFFECTIVENSS RETREAT: REFLECT, RENEW, REBOUND SUCCESSION PLANNING & DEVELOPMENT SUPERVISION & MANAGEMENT FOR EFFECTIVENESS TEAM SPIRIT & TEAMWORK IMPROVED WORK ETHICS & BUSINESS ETIQUETTE i

3 AIM OF THE PROGRAMME: To help ALTERNATIVE SYSTEMIC INTERVENTION STRATEGIES Bring focus on functional areas of excellence within the respective group /department/ organisation and identify strategies and tools for utilisation and replication, having regard to specified characteristics of a high-performance culture.. Examine Goals Alignment having regard to Expected Results &/or Results Improve Self-awareness for enhancing performance and enabling achievement of Goals DESIGNED FOR: Executives and other Leaders, responsible for facilitating high performance and productivity of group /organisation. PROGRAMME COVERAGE INCLUDES: Identifying Factors that Influence Productivity Placing the Focus on Quality and Excellence Strategies and Tools re Process and Results Monitoring and Evaluating HOW THE S AND YOUR BENEFIT: Become more aware of the various factors which influence productivity Identify strategies and tools for influencing productivity taking into account performance drivers Nurture a Productivity-Supported environment as continued attention is placed on Value Added, Quality Standards and Excellence having regard to identified Performance Drivers. Improve Staff Morale Duration: 1 day (1/2 day Session also available) 1

4 BUSINESS WRITING FOR EFFECTIVENESS AIM OF THIS PROGRAMME: To provide participants with guidelines for developing good clear writing. The programme recognizes that for writing to be effective, it must take into account inter alia, the person to whom it is addressed as well as the purpose for which it is being written. Executives and other officers who are required to communicate in writing.. Preparing to Write - Key Points How to Use Sentences & Paragraphs for Enhancing Impact How to Write Effective Memos and Letters Introduction to Report Writing METHODOLOGY: The programme is highly-interactive and would be delivered via mini lectures, discussions, written exercises and video clip HOW THE S AND YOUR BENEFIT: Develop ability to organise thoughts and write clear messages to get what you desire Improve ability to write memos, letters, reports which generate interest Enhance effectiveness through increasing focus on developing writing that generates interest and achieves results. Duration: 3 days (Condensed 2-day version also available) 2

5 AIM OF THIS PROGRAMME: COACHING FOR ENHANCED PERFORMANCE To develop coaching skills of participants. The programme recognises coaching as an integral part of the job of the manager / supervisor. Managers and supervisors are provided with tools for helping them guide the development of their support staff for improving overall performance. Executives and other individuals who have responsibilities for facilitating the continuing improvement in the performance of their staff. Effective Coaching for Development and Productivity Overview Roles of the Coach Coaching Tools Listening Effectively, Asking Appropriate Questions, Giving and Receiving Effective Feedback, Following Up Coaching Model Developing a Coaching Culture HOW THE S AND YOUR BENEFIT: Develop increased confidence to take on the challenge of coaching. Acquire knowledge and skills on how to provide technical and other support to others /staff. Improved morale, enhanced performance and productivity, as critical competencies required for the success of the organisation are identified and developed by managers /supervisors and other staff in a performance-oriented environment Duration: 2 days 3

6 CUSTOMER SERVICE EXCELLENCE AIM OF THIS PROGRAMME: To enhance the communication and inter-personal skills of participants in dealing with customers. Participants are exposed to the benefits of developing a customer focused mindset. The seminar also aims to help participants increase their ability to handle difficult situations. Frontline staff and supervisors who in the course of their duties, relate to customers ( internal and external) Module 1 Understanding Customer Service Commandments of Quality Customer Service Module 2 Developing a Positive Attitude Handling and Resolving Customer Complaints Module 3 Dealing with Difficult Customers Teamwork as a Positive Force for Quality Customer Service. METHODOLOGY: Experiential-based. Incorporates mini-lectures, role plays, case studies and/or field trip. HOW THE S AND YOUR BENEFIT: Develop a customer-focused mindset. Enhance ability to create positive customer contact as communication and inter-personal relationship skills with customers are improved Develop and nurture a quality customer service culture (intra-, inter-, and extra- departments) for supporting an increasing customer base and hence enhanced profits. Duration: 3 days (2 days also available) 4

7 CUSTOMER SERVICE MANAGEMENT AIM OF THIS PROGRAMME: To foster greater awareness among managers of the key role, which they play in facilitating and promoting customer service excellence. The programme aims to expose participants to strategies for maintaining a system for quality customer service in alignment with the mission of the organisation. Executives whose responsibility it is to set the standards of, and / or maintain an excellent customer service operation. Overview of Customer Service - Recognises the place that customer service excellence has within the overall mission and vision of the organization. The implications of the two basic components of customer service, namely transaction and relationship, for customer satisfaction, are underscored. The importance of internal customer service excellence for external customer service excellence is highlighted. Developing and Maintaining a Quality Customer Service Management System - Tools for identifying customers needs and expectations are discussed. The characteristics of customer-sensitive systems are examined. It is recognized that customer service excellence entails much more than asking frontline employees to smile. Handling and Resolving Customer Complaints - Focuses on steps and systems for effectiveness in dealing with customer complaints. Building a Quality Customer Service Team - Strategies for establishing an esprit de corps for customer service excellence are discussed. Participants are given guidelines for developing a team-sensitive customer service philosophy, as well as a framework for continuous practical training for fostering customer service excellence. HOW THE S AND YOUR BENEFIT: Understand the all - pervasive implications of operating a Customer Service System Enhanced ability to create positive customer contact by becoming more aware of the concepts and practices of an effective customer oriented environment. Improved operational and financial success through the creation of a service management system, and an organisational culture of service (intra-, inter-, and extra- departments). Duration 2 days (1 day programme also available) 5

8 EFFECTIVE INTER-PERSONAL COMMUNICATION AIM OF PROGRAMME To help participants (i) become more aware of the manner in which they communicate, and the likely impact (ii) understand and value the preferred inter-personal communication style of others (iii) develop tools for enhancing the way in which they communicate for achieving their objectives The programme aims to promote a positive working climate through improved inter-personal communication. DESIGNED FOR: Persons at various levels within organisations MODULE 1 Effective Interpersonal Communication Overview Enhancing Self-awareness Non-verbal Communication MODULE 2 Communication Preferences Personality Profile; Communicoding Developing Listening Skills Developing Assertion Skills MODULE 3 Giving & Receiving Feedback MODULE 4 Key Learning / Commitments The Way Forward Assimilation & Integration METHODOLOGY: Experiential-based. Incorporates mini-lectures, role plays, mini-human Interaction Laboratory sessions. HOW THE S AND YOUR BENEFIT: Develop improved self-awareness and consciousness of likely impact of communication style /approach Develop and nurture a positive work environment which supports high performance, through improved interpersonal communication and relationships. Duration: 3 days 6

9 EMOTIONAL INTELLIGENCE FOR LEADERSHIP AIM OF THIS PROGRAMME: To help participants become more aware of their Emotional Intelligence Skills and to provide tools for harnessing those skills for self-development relative to resilience, creativity and problem-solving. Executives and other Leaders committed to their own professional development and facilitating the professional development of others for enhancing performance and productivity. Module 1 Multiple Intelligences Influencing Success Emotional Intelligence A Determinant for Life Success - What are Emotions? Leadership & Emotional Intelligence - Feedback and Artful Critique Module 2 Emotional Intelligence Domains - Self- Awareness Knowing One s Emotions - Managing One s Emotions - Motivating Self - Recognizing Emotions in Others - Empathy - Handling Relationships HOW THE S AND YOUR BENEFIT: Increase understanding of Emotions and being better able to motivate self Enhance emotional awareness and ability to manage emotions thereby being better able to handle relationships. Nurture skills that are vital in support of flexibility and teamwork towards achieving organisational goals. Duration: 2 days 7

10 EMPOWERMENT FACILITATION FOR EFFECTIVENESS AIM OF THIS PROGRAMME: To provide participants with tools for helping others become more open to taking advantage of their power to achieve respective goals towards the Vision. Executives and other individuals who have responsibilities for nurturing an empowered Department / Organisation. - Information Sharing for Building Trust and Responsibility - Creating Autonomy within Boundaries - for promoting Prompt Action and Flexibility - Developing Self-directed Teams for moving Workers Attitude from Have to to Want to HOW THE S AND YOUR BENEFIT: Develop strategies for helping others become more self-confident. Acquire knowledge and skills on how to help others take required action in keeping with performance goals. Higher performing organisation through the nurture of an environment which is supportive of employee initiative and innovation. Duration: 2 days 8

11 LEADERSHIP FOR EFFECTIVENESS AIM OF THE PROGRAMME: To help participants - develop the skills necessary to become more influential and effective leaders. DESIGNED FOR: Persons who from time to time, are entrusted with carrying out leadership roles and responsibilities. PROGRAMME COVERAGE INCLUDES: Characteristics of Effective Leaders Enhancing Personal Awareness Self-discipline, Competencies Leadership Styles Situational Leadership Working with Your Team Problem Solving and Decision Making HOW THE S AND YOUR BENEFIT: Acquire knowledge and skills on how to influence others towards team / organizational goals Become better equipped at balancing professional and personal interests. Build employee commitment for high performance through effective leadership. Duration: 3 days 9

12 MANAGING CONFLICT AIM OF THE PROGRAMME: To improve the skills of participants at resolving conflict, as they learn win-win approaches which, may be used. It is said that To be human, is to experience conflict. It is therefore important for persons to become adept at handling conflict if they are to maintain productive relationships. Participants are exposed to tools for minimizing the negative effects of conflict, while seizing the opportunities for improvement and innovation, which are very often sown therein. DESIGNED FOR: Executives and other personnel who are required to work with and /or through others in order to achieve results. PROGRAMME COVERAGE INCLUDES: The Nature of Conflict Conflict Prevention and Control Methods Individual, Group Seeking a Win-Win Solution Collaborative Problem Solving Developing and Maintaining Fulfilling Inter-personal Relationships HOW THE S AND YOUR BENEFIT: Improve ability to handle inter-personal differences skillfully. Improve ability to convey information in the manner intended. Enhance productivity by saving time which may be otherwise wasted with poor handling of conflict. Renew the organisation by being able to sift out the opportunities in conflict and minimize the negative effects Duration: 2 days 10

13 MANAGING THE CHANGE PROCESS AIM OF THIS PROGRAMME: To assist participants with the skills necessary for successfully facilitating and managing change. Participants will gain an understanding of why people resist change, and how to deal with resistance in themselves and others, being mindful of the Vision. Executives and other individuals who wish to improve their effectiveness in dealing with change. Understanding the Change Process Vision and Implications Examining Thinking For Change Planning for Changing Driving and Restraining Forces Strategies for Dealing with and Living with Change HOW THE S AND YOUR BENEFIT: Develop strategies to help themselves and others cope with change. Acquire knowledge and skills for effecting change while balancing various Agenda priorities and /or needs. Be better able to respond effectively to the changing environment while keeping the focus on high performance and productivity. Duration: 2 days 11

14 MANAGING TIME FOR EFFECTIVENESS AIM OF THE PROGRAMME: To provide participants with practical methods for obtaining more value out of the time available. DESIGNED FOR: Executives, Support Staff and other Individuals who wish to make a real investment of time, both personal and organisational effectiveness. PROGRAMME COVERAGE INCLUDES: Time Management for Life Management Leadership & Identifying Time Management Challenges Developing Time Saving Techniques Principles of Organising HOW THE S AND YOUR BENEFIT: Gain a firm understanding of the principles and techniques of time management. Acquire knowledge and skills of how to maximize the value of each hour. Become better equipped at balancing professional and personal interests. Improved productivity and effectiveness through improved balancing of time invested. Duration: 2 days 12

15 NURTURING A HIGH-PERFORMANCE CULTURE WITH THE BOTTOM-LINE IN MIND AIM OF THE PROGRAMME: To help - Enhance awareness of the influence of organisational culture on performance and ultimately the bottom line Provide Strategies and Tools for Nurturing the Preferred Culture Executives and other Leaders, responsible for setting the tone and /or supporting a productivity-oriented environment in their organisation. Organisational Culture & the Bottom Line Perceptions, Values, Beliefs, Policies, Norms / Culture Audit Managing Change Nurturing a Culture of Innovation & Shared Values in Changing Times Strategies and Tools HOW THE S AND YOUR BENEFIT: Become more aware of the relationship between organisational culture and the individual Identify strategies and tools for influencing a productivity-supportive culture Productivity-Supportive environment facilitating strengthened employee involvement and fostering alignment of Value-for-Money principles with goals and objectives. Increased productivity and profitability through shared values, innovation and heightened creativity. Duration: 1 day (1/2 day Adjusted Programme also available) 13

16 AIM OF THE PROGRAMME: To help participants - PERFORMANCE APPRAISALS ENHANCED Improve their skills in carrying out performance appraisals. DESIGNED FOR: Persons whose responsibilities include the development of employees, and the evaluation of the performance of these employees. PROGRAMME COVERAGE INCLUDES: Understanding the Importance of Performance Appraisals Preparing for Appraisals Conducting the Appraisals Characteristics of an Effective Appraiser Performance Appraisal Follow-up HOW THE S AND YOUR BENEFIT: Develop greater confidence to take on the challenge of carrying out effective performance appraisals Become better equipped with the knowledge and skills to become an effective appraiser. A strengthened performance management system. Tensions associated with formal evaluations of staff performance and development are expected to be minimized resulting in an environment which is more supportive of productivity. Duration: 3 days 14

17 PLANNING AND ORGANISING FOR EFFECTIVENESS AIM OF THE PROGRAMME: To provide participants with Tools and Strategies for improving general planning and organising practices, with a view to improving performance and productivity. DESIGNED FOR: Officers who have a key role in implementing the organisation s strategies for achieving stated goals and objectives. PROGRAMME COVERAGE INCLUDES: Key Considerations in Planning and Control Plan Implementation Organising for Productivity Monitoring and Evaluation HOW THE S AND YOUR BENEFIT: Develop strategies for utilizing available resources more efficiently and effectively. Acquire knowledge of how to get more accomplished with less effort and being more relaxed. Improved Productivity through processes aimed at maximizing output and minimizing input Duration: 3 days 15

18 REPORT WRITING FOR EFFECTIVENSS AIM OF THIS PROGRAMME: To provide participants with guidelines for writing clear reports which generate interest. The programme focuses on principles which facilitate the writing of a well-organised and smoothly connected report which takes into account the person(s) to whom it is addressed as well as the purpose for which it is written. Executives and other officers who are required to write reports relating to various aspects of their duties. Fundamentals of Report Writing Forms of Shorter Reports Staff, Progress, Back to Office Long Formal Reports - - Organisation and Content ; Reaching Logical Conclusions and Recommendations METHODOLOGY: The programme is highly-interactive and would be delivered via mini lectures, discussions, written exercises, review of reports and video clip HOW THE S AND YOUR BENEFIT: Develop ability to organise thoughts and write clear reports which gain attention and can stand on their merit Improve ability to convey information in the manner intended Enhance effectiveness through increasing focus on presentation of reports that are clear, coherent and meaningful. Duration: 2 days 16

19 RETREAT: REFLECT, RENEW, REBOUND PROGRAMME OUTLINE AIM OF PROGRAMME To help participants (iv) (v) (vi) Reflect upon and take stock of achievements of the organisation relative to its Mission, Vision and Values Identify Priority Areas for Addressing relative to living the Mission towards achieving the Vision, having regard to the organisation s Core Values Develop a Framework for Action Plan(s) with a view to facilitating Monitoring and Evaluating Progress - Processes and Outcomes, taking into account (a) and (b) above The programme provides a fora for discussing strategies aimed at fostering productivity while nurturing a positive working climate in keeping with business and service excellence and enhancing profits. Chief Executive Officer and Other Senior Executives Enhancing Self-awareness The Individual, The Leader, The Team Situation Analysis Organisation s Strengths, Weaknesses, Opportunities, Threats Identifying Priority Areas Performance & Business Needs Action Plan Framework Monitoring and Evaluating METHODOLOGY: Experiential-based; Incorporates mini-lectures, Discussions, Individual and Group Exercises. Duration: 2 days ( 1 day programme also available) 17

20 SUCCESSION PLANNING & DEVELOPMENT PROGRAMME OUTLINE Objective(s) To learn strategies for developing a Succession Planning programme, and To be exposed to a framework for supporting the development of managers and other employees for the next level position. Quotation : Succession process needs to be more of automated nature like we have in army where if the captain dies in the war, it is understood who is the next in line to take the command and is actually trained and equipped with the said qualities and capabilities. (Marshall Goldsmith blogs Harvard Business Review) DESIGNED FOR: Executives and other Leaders, responsible for facilitating ongoing high performance and productivity of group /organisation. Key Issues Identifying & Addressing Development Needs Organisational Chart & Relevant Competencies and Skills Delegation for Succession Planning Accountability With Regard to Employee Development Programme Duration: 3 hours One-on-one follow-up (Optional) relative to Post-Programme action Recommended. : 18

21 AIM OF THIS PROGRAMME: SUPERVISION & MANAGEMENT FOR EFFECTIVENESS To review general principles of good supervisory and management practices and discuss them in light of the experiences of the participants. In this regard, the programme aims to Provide practical insights for dealing effectively with issues related to influencing and supporting high performance by employees Provide tools for facilitating outcomes / results taking into account the resources available Encourage commitment to continuing self-development and displaying positive attitudes for promoting a cordial and productive working environment. Persons who are in supervisory and management positions or may soon be entrusted with such responsibilities. Role and Functions of the Supervisor and Manager Leadership and Management Distinguished Communication, Inter-personal Relationships & Conflict-Handling Goal Setting, Planning and Controlling Work /Operations Motivating Employees Working with Your Team Teambuilding; Effective Delegation Managing Change and Your Management Style Problem Solving Handling Discipline METHODOLOGY The workshop is conducted as an experiential-based programme, whereby participants are encouraged to relate management and supervisory principles to their on-the-job experiences. The presentation would be made through mini-lectures, group discussions, case studies, role plays and video clips. HOW THE S AND YOUR BENEFIT: Acquire knowledge and skills on how to influence others and manage processes towards achieving team /organizational goals Improve confidence in ability to develop constructive working solutions to difficulties involving others. Enhance performance as well as morale as critical competencies required for supporting (i) high performance and (ii) a conducive working environment are identified, developed and practised. Duration: 5 days 19

22 TEAM SPIRIT & TEAMWORK IMPROVED AIM OF THIS PROGRAMME: To help participants enhance their skills and develop approaches for fostering team spirit and inspiring effective teams. The programme encourages the practice of attitudes, behaviours and strategies, which influence high group morale, and impact positively on quality, customer service, revenue and profits. It aims to demonstrate team building and teamwork as a practical business strategy for creating the high-performance organisation. Executives and other individuals whose performance outputs depend in some way, on the manner in which individuals in the group or organisation work together. Responsibility for Team building Leader / Members? Elements of Teamwork Group or Team? Sharing the Vision Setting Goals & Agreeing on Priorities Team Player Styles Stages in Building a Team How to give Constructive Feedback How to keep Communication Lines Open Team Maintenance Building Trust, Appreciative Enquiry, Liability to Asset Values-based Leadership & Emotional Intelligence Handling Group Member Complaints HOW THE S AND YOUR BENEFIT: Develop qualities and skills required for teambuilding and generating team spirit Enhanced self-confidence in ability to release creativity in self and others. Improved personal effectiveness. Increased capacity to foster team spirit, and to identify the organisation as a team for enhanced productivity. A stronger leadership with greater commitment to the team, and better equipped to guide the organisation to high performance. Duration: 3 days 20

23 WORK ETHICS & BUSINESS ETIQUETTE AIM OF THE PROGRAMME: To help participants - Understand basic business principles, practices and rules, which are part of the business tradition and culture for enabling persons to interact with ease, thereby limiting friction and discord. Become more conscious of the need to practise behaviours, which support a positive image. Improve Self-awareness re their contribution through the practice of business customs, towards fostering a working environment that is conducive to high performance and productivity. DESIGNED FOR: Line Staff and Supervisors PROGRAMME COVERAGE INCLUDES: Work Ethics for Supporting Productivity Everyday Office Etiquette Business Customs, /Respecting Lines of Authority / Body Language Telephone Courtesy Presenting Yourself and Your Organisation HOW THE S AND YOUR BENEFIT: Develop greater confidence and commitment towards displaying a positive self-image, and in being an ambassador for the organisation. Become better equipped with the knowledge and skills with respect to basic business etiquette. Nurture a more conducive working environment. Friction and tensions associated with poor business manners should be minimized, resulting in an environment, which is more supportive of productivity. Duration: 2 days (1 day programme available) 21

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