TRAINING COURSES LEADERSHIP DEVELOPMENT NATIONALS DEVELOPMENT EXECUTIVE COACHING HR CONSULTING PROFESSIONAL SPEAKING

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1 g TRAINING COURSES LEADERSHIP DEVELOPMENT NATIONALS DEVELOPMENT EXECUTIVE COACHING HR CONSULTING PROFESSIONAL SPEAKING

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5 Business English & Report Writing Improve your Business English, improve your Career Prospects Duration: 5 Days Admin Professionals who use English for business and wish to develop key business communication skills. Managers & Supervisors Team Leaders & Team Members Develop a writing style that will develop your career and the success of your company Learn concepts and tools to increase the clarity of your written communication Understand cultural and corporate differences to improve your communication Consider individual and cultural differences to better understand the writing of others Distinguish between professional and personal motivations in your writing Evaluate and overcome the hidden motives that can sabotage your writing goals Learn how to create your own templates for the communications you use at work Identify key strategies to correct common grammar, spelling and punctuation errors Learn proofreading tricks to avoid typical business writing mistakes Confirm the effective writing skills you currently use Receive input on your individual project to enhance and direct future improvement Effective Meeting Management Make the most of your meetings and your time Duration: 1 Day Admin Professionals who use English for business and wish to develop key business communication skills. Managers & Supervisors Team Leaders & Team Members Administrator who run meetings Understand the value of meetings as a management tool. Recognize the critical planning step that makes meeting time more effective. Identify process tools that can help create an open and safe forum for discussion. Develop and practice techniques for handling counterproductive behaviour. 5

6 Mastering the Art of Office Administration Polished Administration for Productivity and Career Growth Duration: 5 Days Managing the Big Boss Develop the Perfect Working Relationship with your Manager Mid-level Managers Team Leaders & Team Members Executive Assistants & Coordinators An overview of Emotional Intelligence (EQ) in relation to your workplace relationships Learn how to use EQ to create the perfect relationship with your manager Identify your personal strengths, weaknesses and blind spots, and those of your boss Learn to understand your manager's goals and objectives, pressures and issues Understand how to adapt your approach to your manager's preferred work style Explore ways to manage the emotions of your manager and yourself Identify ways to express yourself assertively using effective listening skills Master tips & tricks to manage a difficult or challenging boss to your benefit Administrators Office Managers Secretaries and Personal Assistants Administrative Personnel Learn how to self-manage to become more effective and efficient Practice assertive verbal and non-verbal communication for best results Explore ways to negotiate effectively using listening and questioning skills Understand the importance of professional presence on the job Identify ways to manage the performance of admin staff and to manage your boss Master techniques to plan and manage workload effectively and achieve objectives Understand and apply time management and prioritisation techniques effectively Familiarity with different methods of filing, their advantages and disadvantages Learn how to recognize and manage conflict to achieve greater productivity Develop problem-solving skills to increase your effectiveness and value in your team 6

7 Project Administration Fundamentals Project Management terminology, tools and techniques for your daily work Level: Basic Duration: 2 Days Project Coordinators Administrative Assistants Professionals seeking and introduction to project management An overview of Project Management (PM) fundamentals Familiarity with Initiating and planning a project An overview of Managing a project Obtain tips on how to Troubleshoot and Close a project Identify the role of a Project Administrator and how to transition into a PM role Learn how to set up of a Project Support Office (PSO ) for project success Master techniques for success with meetings, progress reporting and change control 7

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9 ABC Banking Master the Fundamentals of Banking Level: Basic Duration: 5 Days Fresh Graduates Professionals joining the banking industry An overview of the banking system in UAE, in-line with Central Bank Familiarity with key banking terminology Understand the legal relationships between banker and customer Identify the different types of banking customers Familiarity with various banking products and operations Understand the basics of money laundering, and how it may be avoided Identify different types of money Identify the features of different payment systems (cheques, etc.) Understand remittances An overview of integrating IT solutions in the banking industry 9

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11 Call Centre Excellence Master the Perfect Telephone Manner to Win and Retain Customers. Duration: 3 days Call Centre Supervisors a & Team Leaders Call Centre Team Members Tele-sales Professionals Learn how to win over customers in the first 30 seconds on the phone Understand how to manage your own state and reflect your positive state on customers Master questioning and listening skills to make clients feel safe and ensure satisfaction Obtain linguistic tools and vocal techniques to build common ground and rapport Explore ways to tap the motives and hidden psychological needs of customers Identify ways to negotiate effectively for win-win outcomes Master objection handling and deal skilfully with difficult or challenging customers 11

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13 Contract Management Discover the logic behind Successful Contracting Contracts Managers Business Managers Procurement & Supply Chain Managers Technical & Project Managers Learn the logic behind contracting principles and practices Familiarity with the terms, techniques, and tools used by successful contract managers Understand how to convert project needs into outsourced goods and services Learn tips and tricks to ensure successful procurements Explore the roles, responsibilities and expectations of internal & external stakeholders 13

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15 Advanced Customer Service to Win Business Build a powerful Customer Service culture to Win and Retain Customers Level: Advanced Duration: 4 Days Executives & Managers Sections Heads & Middle Managers Customer Service Team Leaders An overview of what a 'customer service culture' means to you and your organisation Understand how Emotional Intelligence (EQ) can offer a customer service edge Create a customer service culture within your organisation Familiarity with how to manage the customer service cycle, including segmentation Master strategies to ensure customer service processes are followed Learn how to motivate and maintain morale in front-line customer service teams Identify EQ best practices to turn complaints to increased productivity and profitability Learn how to measure how well customer service objectives are being achieved Confirm how the EQ approach can lead to long & profitable customer relationships Call Centre Excellence Master the Perfect Telephone Manner to Win and Retain Customers. Duration: 3 days Call Centre Supervisors a & Team Leaders Call Centre Team Members Tele-sales Professionals Learn how to win over customers in the first 30 seconds on the phone Understand how to manage your own state and reflect your positive state on customers Master questioning and listening skills to make clients feel safe and ensure satisfaction Obtain linguistic tools and vocal techniques to build common ground and rapport Explore ways to tap the motives and hidden psychological needs of customers Identify ways to negotiate effectively for win-win outcomes Master objection handling and deal skilfully with difficult or challenging customers 15

16 Internal Customer Service Excellence Maximize Productivity through outstanding Internal Customer Service Customer Service Excellence Win and Retain Customers using Emotional Intelligence Sections Heads & Middle Managers Customer Service Team Leaders Customer-facing Team Members An overview of what 'customer service excellence' means to you and your customers Understand how Emotional Intelligence (EQ) can give you a customer service edge Identify personal strengths and blind spots and how they impact your customers Explore reasons for spending more on valuable customers (no more one-size-fits-all) Learn how to motivate and maintain morale in front-line customer service teams Identify EQ best practices for managing different situations, including complaints Learn how to measure how well customer service objectives are being achieved Confirm how the EQ approach can lead to long & profitable customer relationships Sections Heads & Middle Managers Customer Service Team Leaders Internal Customer-facing Team Members An overview of what 'internal customer service" means to you and your organisation Understand how Emotional Intelligence (EQ) can give you a customer service edge Identify personal strengths and blind spots that impact your internal customers Learn how to adapt your approach to each internal customer's needs and situation Obtains tools and tips to overcome obstacles and turn them into opportunities Explore how to make a professional and welcoming impression on every contact Learn how to maintain a positive attitude and stay motivated Master ways to satisfy complainers, calm upset customers and regain goodwill Learn how to wow your internal customers and build your positive professional image 16

17 Mastering Customer Relationship Management (CRM) Build an effective Customer Service System based on CRM excellence Product, Marketing & Advertising Managers Sales & Customer Service Managers Finance Managers responsible for analysis of profitability IT Managers who support CRM programs Powerful Negotiations Leverage the Art of Emotional Intelligence for Negotiation Success Business Development Professionals Procurement & Supply Chain Managers Technical Managers Anyone responsible for contract negotiations An Overview of CRM and what it means to your organisation Learn how to develop a Customer Strategy Familiarity with Customer Lifecycle Management and Lifetime Value Understand CRM technology available today Explore the fundamentals of Analytical CRM Identify the benefits your business can reap using Collaborative CRM An overview of CRM Project Management Learn how to build a business case for CRM in your organisation An overview of types & phases of negotiations and skills for successful negotiation Understand how Emotional Intelligence (EQ) can give you an edge in negotiations Learn how to analyse your personal strengths & weaknesses in Emotional Intelligence Identify ways to lay the groundwork for negotiation Explore what information to share and what to keep to yourself Understand and apply the dos and don'ts of great negotiation techniques in business Master best bargaining techniques and how to negotiate on behalf of someone else Develop strategies to identify mutual gain, reach consensus and terms of agreement Learn how to deal with personal attacks and other difficult issues 17

18 The Top Performing Negotiator! Negotiation Success through the Art of Emotional Intelligence Level: Advanced Duration: 4 Days Business Development Professionals Procurement & Supply Chain Managers Technical Managers, Anyone responsible for contract negotiations An overview of types of negotiations and skills for truly successful negotiation Understand how Emotional Intelligence (EQ) can give you the edge in negotiations Learn to manage your emotions and master powerful influencing techniques using EQ Identify and apply the unspoken rules of negotiation to your benefit Explore what information to share and what to keep to yourself Understand and apply the dos and don'ts of great negotiation techniques in business Develop and manage strategies for group/team negotiations Develop strategies to identify mutual gain, reach consensus and terms of agreement Learn how to deal with personal attacks and other difficult issues Master the negotiation process to ensure satisfactory long term outcomes Winning Sales in Challenging Markets Bridge the gap between Knowing & Doing for Sales Excellence Level: Advanced Duration: 4 Days Sales Managers Sales Leaders Sales Team Members Understand the proven modern approach to selling using Emotional Intelligence Develop your style and strategy for selling in challenging markets Master introductions; shaking hands, eye contact, remember names, business cards Identify ways to market the competitive strengths of your products and services Develop exceptional skills of communication and persuasion Learn how to quickly establish credibility and trust with even the toughest customers Build empathy and rapport to develop a strong connection with potential buyers Master objection handling and deal skillfully with difficult or challenging customers Inspire customers to commit to specific, measurable goals and be held accountable Supercharge your closing ratio. Enjoy your success. Make more money! 18

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20 Advanced Communication for Managers Achieving Outstanding Performance through Outstanding Communication Level: Advanced Duration: 4 Days Executives & Managers Supervisors & Team Leaders Professionals seeking an extra edge in business An overview of how your brain processes and interprets communication Explore the benefits of using Emotional Intelligence (EQ) in the workplace Familiarity with self awareness, self regulation, self motivation and empathy Understand and use your emotions to accomplish corporate goals through others Recognize and adapt your communication style to promote professional relationships Master key principles for successful verbal and nonverbal communication Learn how to send clear messages, overcome barriers and improve interactions Understand the importance and technique of asking clarifying questions Identify how you can use EQ to increase your influence and boost team productivity Learn how to balance optimism and pessimism to stay motivated and positive Advanced Customer Service to Win Business Build a powerful Customer Service culture to Win and Retain Customers Level: Advanced Duration: 4 Days Executives & Managers Sections Heads & Middle Managers Customer Service Team Leaders An overview of what a 'customer service culture' means to you and your organisation Understand how Emotional Intelligence (EQ) can offer a customer service edge Create a customer service culture within your organisation Familiarity with how to manage the customer service cycle, including segmentation Master strategies to ensure customer service processes are followed Learn how to motivate and maintain morale in front-line customer service teams Identify EQ best practices to turn complaints to increased productivity and profitability Learn how to measure how well customer service objectives are being achieved Confirm how the EQ approach can lead to long & profitable customer relationships 20

21 Assert Your Worth! Develop Assertiveness and Self- Confidence for Career Growth and Personal Success Duration: 2 Days Managers & Supervisors Team Leaders & Team Members Every professional seeking self development Define assertiveness, self-confidence and the four styles of communication Understand the meaning of values and beliefs and how they affect self-worth Learn how to overcome negative thinking and use positive self-talk Define and practice setting SMART goals for assertive behaviour Identify how a pleasing appearance and body language create a strong first impression Develop rapport-building skills for expressing disagreement and consensus-building Obtain strategies for gaining positive outcomes in difficult interpersonal situations Conflict Resolution for Executives Turn conflict into Opportunity for Executive Success Level: Advanced Duration: 4 Days Executives & Directors Senior Managers Middle Managers & Supervisors An overview of conflict, conflict resolution and conflict management Familiarity with the six phases of the conflict resolution process Master the five main styles of conflict resolution, why and when to use each one Understand how to manage conflict to preserve the integrity and morale of your team Explore how Emotional Intelligence (EQ) is relevant to managing conflict at all levels Develop techniques to model and foster assertive communication to avoid conflict Identify ways to recognise behavioural signs that signal conflict and 'nip it in the bud' Master communication tools to influence and manage difficult staff or peers Learn how to implement conflict management strategies to prevent future conflict 21

22 Customer Service Excellence Win and Retain Customers using Emotional Intelligence Sections Heads & Middle Managers Customer Service Team Leaders Customer-facing Team Members An overview of what 'customer service excellence' means to you and your customers Understand how Emotional Intelligence (EQ) can give you a customer service edge Identify personal strengths and blind spots and how they impact your customers Explore reasons for spending more on valuable customers (no more one-size-fits-all) Learn how to motivate and maintain morale in front-line customer service teams Identify EQ best practices for managing different situations, including complaints Learn how to measure how well customer service objectives are being achieved Confirm how the EQ approach can lead to long & profitable customer relationships Embracing & Managing Change Manage the smoothest and most effective change using the Art of Emotional Intelligence Senior Managers & Middle Managers Supervisors & Team Leaders. Familiarity with way of reacting to change, the need to grieve and let go of how it is now Understand that adapting to change is attitudinal and should be managed accordingly Learn how to guide others to see change as an opportunity for innovation and not fear Explore preparation of change strategy and build support using Emotional Intelligence Obtain strategies for aligning people with change by appealing to emotions and facts Learn the five dimensions of the ADKAR model and individual motivators for change Develop change management & communications plans and implementation strategy Master techniques for gathering data, addressing concerns and evaluating options Identify ways to lead change project meetings & celebrate successful implementation 22

23 Emerging Leaders Programme (ELP) Turn conflict into Opportunity for Executive Success Duration: 10 Days New Managers & Supervisors Individuals with Executive Potential An overview of the difference between being a Manager and becoming a Leader Familiarity with Transformational Leadership, the Great Man theory and Trait Theory Explore the benefits of using Emotional Intelligence (EQ) in your leadership approach Learn how to gauge the people you lead and adapt your leadership style for each Identify ways to express yourself assertively; using listening skills to overcome barriers Learn how to build trust, respect and rapport to manage upwards as well as downwards Master strategies for managing conflict and motivating employees to adapt to change Develop Coaching skills to promote problem-solving and boost team effectiveness Learn how to take managed risks and build creative decision-making skills Excellence in Presentations & Public Speaking Master your Audience using the Art of Emotional Intelligence Managers & Supervisors Team Leaders & Team Members Front Line Staff & Business Professionals Learn how to perform needs analysis and prepare presentation outlines and flow Master simple techniques for creating powerful openings and closings Identify how to select the best delivery technique to get buy-in from your audience Explore using Emotional Intelligence to enhance presentations and public speaking Learn how to use vocabulary, tone and body language to keep your audience engaged Master techniques for relaying information in a comprehensive and structured way Explore using humour, questions and discussion to connect and involve the audience Learn how to overcome common nervousness and public speaking jitters with ease Understand the basics of visual appeal and how best to use text, photos and videos Identify how to prepare for questions before you know what those questions will be 23

24 Internal Customer Service Excellence Maximize Productivity through outstanding Internal Customer Service Sections Heads & Middle Managers Customer Service Team Leaders Internal Customer-facing Team Members Managing the Big Boss Develop the Perfect Working Relationship with your Manager Mid-level Managers Team Leaders & Team Members Executive Assistants & Coordinators An overview of what 'internal customer service" means to you and your organisation Understand how Emotional Intelligence (EQ) can give you a customer service edge Identify personal strengths and blind spots that impact your internal customers Learn how to adapt your approach to each internal customer's needs and situation Obtains tools and tips to overcome obstacles and turn them into opportunities Explore how to make a professional and welcoming impression on every contact Learn how to maintain a positive attitude and stay motivated Master ways to satisfy complainers, calm upset customers and regain goodwill Learn how to wow your internal customers and build your positive professional image An overview of Emotional Intelligence (EQ) in relation to your workplace relationships Learn how to use EQ to create the perfect relationship with your manager Identify your personal strengths, weaknesses and blind spots, and those of your boss Learn to understand your manager's goals and objectives, pressures and issues Understand how to adapt your approach to your manager's preferred work style Explore ways to manage the emotions of your manager and yourself Identify ways to express yourself assertively using effective listening skills Master tips & tricks to manage a difficult or challenging boss to your benefit 24

25 Mastering the Art of Communication Emotional Intelligence in Communication and Dealing with Difficult People Mastering Stress & Anger Managers & Supervisors Team Leaders & Team Members Professionals seeking personal development The recipe for your Stress-Free life: Manage Anger, Reduce & Prevent Stress Executives, Managers, Supervisors Team Leaders & Team Members Professionals seeking personal development An overview of the Neuro-Linguistic Programming (NLP) framework Understand how thought structures relate to our emotions and affect our behaviour Learn how to assess how well you (and others) handle anger Learn how we experience stress and how to transform it into useful emotions Master practical techniques to eliminate any experience of undesired emotions Practice the use of the stress-reduction techniques and experience immediate results Understand the importance of, and useful techniques for, setting and achieving goals Explore the benefits of using Emotional Intelligence (EQ) in the workplace and in life Familiarity with self awareness, self regulation, self motivation and empathy Learn how to analyse your personal strengths & weaknesses in Emotional Intelligence Understand and use your emotions to accomplish your goals Identify key principles for successful verbal and nonverbal communication Learn how to send clear messages, overcome barriers and improve interactions Understand the importance and technique of asking clarifying questions Identify how you can use EQ to increase your impact on people and your productivity 25

26 Powerful Negotiations Leverage the Art of Emotional Intelligence for Negotiation Success Mastering the Art of Conflict Management Win and Retain Customers using Emotional Intelligence Supervisors & Managers Team Leaders & Team Members An overview of the definition of conflict and what conflict resolution means Familiarity with the six phases of the conflict resolution process Understand the five main styles of conflict resolution Explore how Emotional Intelligence (EQ) is relevant to managing conflict Learn how to analyse your personal strengths & weaknesses in Emotional Intelligence Master communication tools such as the agreement frame and open questions Understand how to use EQ to deal with anger, lack of assertiveness and stress Learn how to use conflict resolution tools to prevent conflict Business Development Professionals Procurement & Supply Chain Managers Technical Managers, Anyone responsible for contract negotiations An overview of types & phases of negotiations and skills for successful negotiation Understand how Emotional Intelligence (EQ) can give you an edge in negotiations Learn how to analyse your personal strengths & weaknesses in Emotional Intelligence Identify ways to lay the groundwork for negotiation Explore what information to share and what to keep to yourself Understand and apply the dos and don'ts of great negotiation techniques in business Master best bargaining techniques and how to negotiate on behalf of someone else Develop strategies to identify mutual gain, reach consensus and terms of agreement Learn how to deal with personal attacks and other difficult issues 26

27 The Powerful Salesman! Sales Excellence: Bridge the gap between Knowing & Doing Clients-facing Sales Managers Sales Team Leaders Sales Team Members The Strategic People Manager Achieve your Objectives through People Duration: 5 Days Middle Managers & Team Leaders Newly Appointed Managers Future Managers Understand the modern approach to selling using emotional intelligence Develop your style and strategy for selling Develop exceptional skills of communication and persuasion Build empathy and rapport to develop a strong connection with potential buyers Master objection handling and deal skillfully with difficult or challenging customers Learn techniques for dealing with setbacks and adversity Inspire customers to commit to specific, measurable goals and be held accountable Triple your closing ratio and make more money! An overview of the difference between simple Management to Strategic Leadership Understand your role and the contribution you can make in decision-making Explore the benefits of using Emotional Intelligence (EQ) in the workplace Learn how to foster working relationships and manage upwards as well as downwards Obtain techniques to overcome common challenges faced by middle management Understand how to embrace change and motivate employees to adapt to change Develop the skills to focus on individual capabilities and enhance team performance Explore Situational Leadership and how to develop your people for best results Learn how to decode 'the big picture' for operations and front-line employees Identify how to keep yourself self and the team motivated at all times Successfully lead and manage teams to achieve business results 27

28 The Top Performing Negotiator! Negotiation Success through the Art of Emotional Intelligence Level: Advanced Duration: 4 Days Technical Managers, Business Development Professionals Procurement & Supply Chain Managers Anyone responsible for contract negotiations Women in Leadership Unleash the Star Executive within Female Managers & supervisors Future Managers, Entrepreneurs An overview of types of negotiations and skills for truly successful negotiation Understand how Emotional Intelligence (EQ) can give you the edge in negotiations Learn to manage your emotions and master powerful influencing techniques using EQ Identify and apply the unspoken rules of negotiation to your benefit Explore what information to share and what to keep to yourself Understand and apply the dos and don'ts of great negotiation techniques in business Develop and manage strategies for group/team negotiations Develop strategies to identify mutual gain, reach consensus and terms of agreement Learn how to deal with personal attacks and other difficult issues Master the negotiation process to ensure satisfactory long term outcomes An overview of the role of women in leading and managing Recognise the positive and negative aspects of the local culture for women Understand how important it is for women to express their expectations and feeling Learn how to overcome negative thinking and use positive self-talk Develop rapport-building skills for expressing disagreement and consensus-building Identify how a pleasing appearance in traditional attire creates a strong first impression Define and practice setting SMART goals for assertive feminine behaviour Master active listening and effective questioning, especially in the religion framework 28

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30 Introduction to Green Building Building a Better Business Environment Duration: 1 Day Government Representatives in the Middle East Builders, contractors, architects, etc. Professionals seeking Green Building accreditation An overview of Green Building principles, climate change and building impacts Familiarity with the core concepts and practices of the LEED Rating System Learn how to move towards a successful business model and a safe environment Understand and become sensitive to the effects of the productions methods you use 30

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32 Finance for Non-Finance Professionals Make sound Business Decisions with the right Financial Skills Executives & Managers from non-finance backgrounds Entrepreneurs Decision-makers with limited financial experience An overview of the role of finance and accounting in business Familiarity with common financial terminology Learn how to analyze financial reports and interpret ratios and trends Identify and learn how to use key financial performance indicators Master the use of financial data for decision-making and financial planning Identify the financial principles of business development and capital investment Explore the importance of cash and profit and the link to the organizational strategy Learn how to appraise projects and effectively manage company s funds Build confidence to effectively interact with accounting and finance specialists 32

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34 Effective Succession Planning Develop tomorrow s leaders from within today HR Managers HR Supervisors Increase the talent pool of promotable employees. Where SP formalizes the process of preparing people to fill key positions in the future. Decide which worker can be terminated without damage to the organization Contribute to implementing the organization s strategic business plans by linked to and supportive human resource plans, human resource development plans in order to implement a long term plan Facilitation Fundamentals Skillful management of group discussions, activities and meetings Executives & Directors Senior Managers Professionals who facilitate group activities An overview of the distinction between facilitation, instruction and training Familiarity with the process and values of facilitation in group discussions Understand the role and focus of facilitation in developing a Learning Organization Identify ways to help teams through the four stages of team development Master the use of common tools to make meetings more productive Learn how to maintain neutrality while working as a facilitator Understand how to recognize group dynamics and motivations using active listening Develop strategies to build consensus, address resistance and handle disruptions 34

35 Mastering Competency- Based Interviewing Hire the right people for the right job Duration: 2 Days HR and Recruitment Specialists Managers and Supervisors Team Leaders Understand your vital role in objectively selecting the right candidate for the job Familiarity with the PRICE structure; a logical approach to selection interviewing Master use of the Question Plan, using competencybased questioning techniques Learn how to prepare effectively for selection interviews Explore ways to build and maintain appropriate rapport with candidates Understand how to conduct selection interviews effectively and professionally Identify ways to manage the expectations of candidates when closing interviews Learn how to evaluate the interview to help select the best possible candidate Performance Management for Maximum Results Build an Empowered and Goal- Oriented workforce Senior Managers Middle Managers & Supervisors Project Managers & Team Leaders An overview of performance management from individual & organisation perspectives Learn how to design and introduce an effective performance management scheme Master the skills needed to be effective in all four steps of performance management Explore how to make performance appraisal work Identify how to manage & improve poor performance using positive reinforcement Familiarity with advanced performance management tools Explore performance management in a multi-cultural environment Understand the links between performance management and corporate strategy 35

36 Strategic Human Resources Management Master the core of HR to promote Organisational Success Duration: 5 Days Performance Management System Mapping your organization with effective performance management and performance measurement system Duration: 4 Days HR Managers HR Supervisors Easily measure individual employee contributions accurately, clearly, and objectively: Identify your star employees Revolutionize your employee evaluation process Bring workforce performance to the next level Boost compliance Install a true meritocracy HR Practitioners Training Practitioners Graduates joining the HR field Personnel Managers developing a Human Capital function Understand the HR Strategy Cycle and HR strategic goals Learn how to develop and make use of HR Visions and Missions Identify the difference between Human Resources and Human Capital Master the techniques of Situation Analysis, SWOT analysis, PEST and PEDSTL Explore Key Result Areas and Key Performance Indicators Understand the importance and use of core competencies and core values Familiarity with Recruitment & Selection and Competency Interviewing techniques An overview of the Training & Development and Performance Management Cycles Understand how to conduct a TNA (Training Needs Analysis) Learn how to design and run a performance management process Familiarity with the main KPIs to measure Human Resources and HR Strategies 36

37 Talent Management Creating top-nothtalent Management program HR Managers HR Supervisors Apply the multifaceted aspects of talent management in their own organizations Describe the skills required to manage high potential candidates Recognize and foster talent within an organization Explain the principles of competency based management Use the language of talent management 37

38 Train the Trainer Techniques to become an Extraordinary Trainer Training Officers HR and Training Managers Supervisors with training responsibilities New Trainers An overview of the training cycle, the aims of training and different learning styles Learn how to define objectives that meet both business and learner needs Understand how to adapt your design & delivery to the reasons and ways people learn Learn how to design training events that challenge and inspire Explore how to recognize and react positively to audience dynamics Explore how to structure training using methods tailored to desired learning outcomes Understand how to measure if your training has been effective Identify ways to handle different delegate types and challenging situations 38

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40 Harassment at Work A Manager's guide to a Harassment- Free workplace Duration: 1 Day Business Managers & Department Heads Supervisors Team Leaders and Team Members Health and Safety in the Workplace Win and Retain Customers using Emotional Intelligence Identify the legal definition of harassment and what actions constitute harassment Understand the impact of harassment on the victim, the accused and the organisation Examine preferred actions to take in a variety of case studies Learn specific tips to ensure you can foster a workplace that discourages harassment Understand how cultures & backgrounds influence our ability to deal with harassment Learn how to develop and manage an internal code of conduct and grievance process Duration: 5 Days Managers & Supervisors Team Leaders & Team Members Frontline Staff Administrative Staff An overview of the fundamentals of HSE policies and practices Understand the impact of poor health and safety on employees and the organisation Familiarity with the location and nature of the HSE procedures of the organisation Learn specific tips to reduce the number of injuries in the workplace 40

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42 Advanced Communication for Managers Achieving Outstanding Performance through Outstanding Communication Level: Advanced Duration: 4 Days Advanced Coaching Skills for Executives Leading your team to Superior Performance through Effective Coaching Level: Advanced Duration: 4 Days Senior Managers & Middle Managers Supervisors & Team Leaders Newly Appointed Managers Learn how to foster a Corporate Coaching Culture to achieve Business Excellence Identify ways to link coaching to performance management & staff development plans Gain techniques to structure outstanding coaching relationships with your employees Learn how to empower staff to succeed with fewer demands on your effort and time Master the art of giving and receiving collaborative and constructive feedback Explore ways to promote other people s ideas to improve performance & productivity Learn how to help others find solutions by setting their own achievable objectives Develop quality teamwork with a loyal and engaged workforce using the GROW model Understand how to manage conflict and guide discussions with difficult employees Supercharge your confidence and self-belief as a leader (not just managers) Executives & Managers Supervisors & Team Leaders Professionals seeking an extra edge in business An overview of how your brain processes and interprets communication Explore the benefits of using Emotional Intelligence (EQ) in the workplace Familiarity with self awareness, self regulation, self motivation and empathy Understand and use your emotions to accomplish corporate goals through others Recognize and adapt your communication style to promote professional relationships Master key principles for successful verbal and nonverbal communication Learn how to send clear messages, overcome barriers and improve interactions Understand the importance and technique of asking clarifying questions Identify how you can use EQ to increase your influence and boost team productivity Learn how to balance optimism and pessimism to stay motivated and positive 42

43 Building Trust in the Workplace Trust: the key to Productivity and the cornerstone of Enduring Relationships Duration: 2 Days Managers Prospective Managers Supervisors & Team Leaders Business Etiquette & International Protocol Gain the edge that leads to Culturally Savvy Success Duration: 5 Days Executives and Directors International Business Travellers Professionals who work with Diplomats or Dignitaries Understand the nature and dynamics of trust within a team Approach Trust Building in a systemic manner rather than as the action of emotions Learn how to build rapport, communicate precisely and assume different positions Identify obstacles to working as one team and how to overcome those obstacles Identify personal values for the most powerful motivation Develop organizational awareness and merge personal values for organizational fit Become a pro-active initiator of a empowered culture of trust in your workplace Sharpen your diplomatic and social communication style Increase your confidence interacting with people from different cultural backgrounds Refine your personal appearance and professional image to build trust and credibility Explore accepted protocol for dealing with international and regional players Understand how to make introductions and use a business card effectively Understand how to dress for success in every business and social occasion Understand protocol for ordering in a restaurant, paying the bill and tipping Feel comfortable dining in business or formal situations, including fine table manners Learn how to design a formal invitation letter An overview of the best way to handle TV and radio interview 43

44 Coaching Skills for Managers Leading through Coaching Senior Managers & Middle Managers Supervisors & Team Leaders Newly Appointed Managers HR & Training Professionals An overview of the impact a coaching culture has on achieving business results Learn how to structure a complete coaching relationship with your employees Identify how to link coaching to performance management & staff development plans Understand how to facilitate, guide and close discussions while managing conflict Learn how to empower staff to succeed with fewer demands on your effort and time Familiarity with giving and receiving collaborative and constructive feedback Explore how to build on and credit other people s ideas to improve performance Familiarity with GROW model emphasizing the achievement of team goals Learn how to help others find solutions by setting their own achievable objectives Conflict Resolution for Executives Turn conflict into Opportunity for Executive Success Level: Advanced Duration: 4 Days Executives & Directors Senior Managers Middle Managers & Supervisors An overview of conflict, conflict resolution and conflict management Familiarity with the six phases of the conflict resolution process Master the five main styles of conflict resolution, why and when to use each one Understand how to manage conflict to preserve the integrity and morale of your team Explore how Emotional Intelligence (EQ) is relevant to managing conflict at all levels Develop techniques to model and foster assertive communication to avoid conflict Identify ways to recognise behavioural signs that signal conflict and 'nip it in the bud' Master communication tools to influence and manage difficult staff or peers Learn how to implement conflict management strategies to prevent future conflict 44

45 Effective Meeting Management Make the most of your meetings and your time Duration: 1 Day Managers & Supervisors Team Leaders & Team Members Administrators who run meetings Effective Mentoring Guide your junior staff to their highest potential Managers & Supervisors Senior Technical staff Professionals called on to mentor junior staff Understand the value of meetings as a management tool Recognize the critical planning steps that make meeting time more effective Identify process tools that can help create an open and safe forum for discussion Develop and practice techniques for handling counterproductive behaviour An overview of mentor/mentee relationship, roles and responsibilities Obtain a clear set of guidelines and principles for a successful mentor relationship Master specific tools to help you provide effective support for mentees Identify ways to establish trust and identify strengths and areas for development Understand how to set goals for mentees and track progress and development Learn how to give and receive constructive and effective feedback Learn to build mentees self confidence and esteem to perform at their optimal level Understand how to motivate mentees and enhance their desire to perform and achieve 45

46 Emerging Leaders Programme (ELP) Future-ready High Performance Leadership Duration: 10 Days New Managers & Supervisors Individuals with Executive Potential An overview of the difference between being a Manager and becoming a Leader Familiarity with Transformational Leadership, the Great Man theory and Trait Theory Explore the benefits of using Emotional Intelligence (EQ) in your leadership approach Learn how to gauge the people you lead and adapt your leadership style for each Identify ways to express yourself assertively; using listening skills to overcome barriers Learn how to build trust, respect and rapport to manage upwards as well as downwards Master strategies for managing conflict and motivating employees to adapt to change Develop Coaching skills to promote problem-solving and boost team effectiveness Learn how to take managed risks and build creative decision-making skills Executive Presentations & Large-Room Public Speaking Master your Executive Audience using the Art of Emotional Intelligence Level: Advanced Duration: 4 Days Executives & Directors Senior Managers Professionals who often speak in public Learn how to perform needs analysis and prepare executive presentation outlines Master advanced techniques for creating a grand entrance and a powerful exit Understand how to select delivery techniques that gain buy-in from tough audiences Identify the importance of understanding the motivation and values of your audience Explore using Emotional Intelligence to enhance presentations and public speaking Learn how to use vocabulary, tone and body language to keep your audience engaged Explore using humour, questions and discussion to connect and involve the audience Master techniques for simplifying complex information and winning support Learn how to overcome common nervousness and public speaking jitters with ease Understand how to use visual appeal including text, photos, videos and exhibits Identify how to prepare for questions before you know what those questions will be 46

47 Facilitation Fundamentals Skillful management of group discussions, activities and meetings Executive Stress & Anger Management The recipe for Executive Success and a Stress-Free life: Manage Anger, Reduce & Prevent Stress Level: Advanced Duration: 4 Days Executive seeking an edge for Success Managers & Supervisors working under pressure An overview of the Neuro-Linguistic Programming (NLP) framework Understand how thought structures relate to emotions and affect behaviour Learn how to assess how well you (and others) handle anger in executive situations Learn how to transform the stress you experience into useful, productive emotions Develop techniques to model and foster assertive communication to reduce stress Master practical techniques to eliminate undesired emotions and maintain self-control Practice the use of the stress-reduction techniques and experience immediate results Identify useful techniques for setting and achieving goals, for yourself and your team Master communication tools to influence and manage difficult staff or peers Understand how to manage conflict to reduce stress and preserve team morale Executives & Directors Senior Managers Professionals who facilitate group activities An overview of the distinction between facilitation, instruction and training Familiarity with the process and values of facilitation in group discussions Understand the role and focus of facilitation in developing a Learning Organization Identify ways to help teams through the four stages of team development Master the use of common tools to make meetings more productive Learn how to maintain neutrality while working as a facilitator Understand how to recognize group dynamics and motivations using active listening Develop strategies to build consensus, address resistance and handle disruptions 47

48 Harassment at Work A Manager's guide to a Harassment- Free workplace Duration: 1 Day Business Managers & Department Heads Supervisors Team Leaders and Team Members Identify the legal definition of harassment and what actions constitute harassment Understand the impact of harassment on the victim, the accused and the organisation Examine preferred actions to take in a variety of case studies Learn specific tips to ensure you can foster a workplace that discourages harassment Understand how cultures & backgrounds influence our ability to deal with harassment Learn how to develop and manage an internal code of conduct and grievance process High Impact Team Building For Managers Achieve Success through outstanding Team Performance Duration: 2 Days Business Managers Supervisors Team Leaders and Team Members Learn techniques to develop higher levels of cooperation and teamwork Recognize the critical importance of improving communication and listening skills Master skills to promote effective communication and enhanced productivity Identify how to promote commitment and accountability as a team member Understand how to separate the people from the issues to resolve conflict Obtain tips and tools for building trust and respect Learn to develop flexibility as a key for creative decisionmaking 48

49 Management &Leadership Fundamentals Core Management Skills for the first 100 Days with your new Team Level: Basic Duration: 5 Days Project Managers Supervisors and Team Leaders Newly Appointed Managers Future Managers Understand your role and its relevance to your organisation's objectives An overview of John Adair s Situational Leadership model for leading a team Identify your personal strengths and assess the gaps and your vulnerabilities Understand your Leadership Style and the impact it has on your team Explore which transferable skills/approaches will work; and which will not Learn how to diagnose the situation and plan action around challenges & opportunities Building skills to engage & empower your new team for success Identify ways to overcome the challenges of inheriting a team and how to restructure Learn how to build a portfolio of early-win initiatives and secure tangible results Master techniques to get the best out of the first 3- month transition period Managing the Big Boss Skillful management of group discussions, activities and meetings Mid-level Managers Team Leaders & Team Members Executive Assistants & Coordinators An overview of Emotional Intelligence (EQ) in relation to your workplace relationships Learn how to use EQ to create the perfect relationship with your manager Identify your personal strengths, weaknesses and blind spots, and those of your boss Learn to understand your manager's goals and objectives, pressures and issues Understand how to adapt your approach to your manager's preferred work style Explore ways to manage the emotions of your manager and yourself Identify ways to express yourself assertively using effective listening skills Master tips & tricks to manage a difficult or challenging boss to your benefit 49