An Overview of Leaderonomics
Leaderonomics Profile
Corporate
IdeationEnablers
Corporate Learning & Development
Sounding Board
Events
Academy
Recruitmen...
Our Learning Philosophy
Networking,
Role Models & Mentors
20%
Job
Experience
70%
Course Work and
Formal Training 10%
Leaderonomics programs are
di...
Our Learning Programs
Leaderonomics Programmes
Programme Suggested Target Audience
Personal Mastery Entry Level Middle Managers Senior Managers
...
Leaderonomics Programmes
Programme Suggested Target Audience
Negotiation
Hostage at the Table – The Art of Leadership & Ne...
Leaderonomics Programmes
Programme Suggested Target Audience
Role Modelling A Talent Management Culture
Supervisory Skills...
Leaderonomics Programmes
Programme Suggested Target Audience
Innovation
Business Creativity in a Rapidly Changing World
CA...
Leaderonomics Programmes
Programme Suggested Target Audience
Strategic Marketing
Productivity
Six Sigma Awareness Course
S...
Leaderonomics Programmes
Programme Suggested Target Audience
Executive Mentoring
Extreme Leadership Course
Foundation of L...
Summary of Courses
Business
Mastery
Business
Mastery
Business
Mastery
Business
Mastery
Business
Mastery
Programmes Days Ob...
Summary of Courses
Business
Mastery
Business
Mastery
Business
Mastery
Programmes Days Objectives
Business Operations Simul...
Summary of Courses
Business
Mastery
Programmes Days Objectives
Change Acceleration & Transition
(CAT)
3
Developing an appr...
Summary of Courses
Functional
Mastery
Business
Mastery
Business
Mastery
Business
Mastery
Functional
Mastery
Business
Maste...
Summary of Courses
Business
Mastery
Business
Mastery
Functional
Mastery
Programmes Days Objectives
Essential Writing Skill...
Summary of Courses
Functional
Mastery
Functional
Mastery
Programmes Days Objectives
Extreme Leadership Course 2
Learning t...
Summary of Courses
Functional
Mastery
Business
Mastery
Business
Mastery
Programmes Days Objectives
Hostage at the Table – ...
Summary of Courses
Business
Mastery
Programmes Days Objectives
Learning Partnerships: Key
Principles in Team Engagement
2
...
Summary of Courses
Functional
Mastery
Functional
Mastery
Programmes Days Objectives
Power of “Work Motivations and
Attitud...
Summary of Courses
Functional
Mastery
Functional
Mastery
Functional
Mastery
Programmes Days Objectives
Self Awareness thro...
Summary of Courses
Business
Mastery
Programmes Days Objectives
Stress Management Workshop 1
Recognising stress as a positi...
2011 Programme
offerings
2
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
TABLE OF CON...
3
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Essential Wr...
4
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Problem Solv...
5
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
ACTIONLABS
D...
6
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
challenge
De...
7
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BEING A TALE...
8
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Understandin...
9
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BEING CUSTOM...
10
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Effectivene...
11
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BEING PROAC...
12
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
abilities, ...
13
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BLUE OCEAN ...
14
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
and
vi. Ada...
15
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS CR...
16
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS GO...
17
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Optimising ...
18
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS OP...
19
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
The first a...
20
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS WR...
21
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Paragraph u...
22
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS WR...
23
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Identifying...
24
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CHANGE 101
...
25
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
The busines...
26
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CHAMPIONING...
27
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Foundations...
28
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CHANGE ACCE...
29
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Appreciatin...
30
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CATS – NINE...
31
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
imaginary p...
32
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
COMMUNICATI...
33
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Observing e...
34
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
COMMUNICATI...
35
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Chairing ef...
36
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
COMMUNICATI...
37
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Rapport bui...
38
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CONDUCTING ...
39
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
iii. Establ...
40
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CONFLICT MA...
41
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Working wit...
42
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CULTIVATING...
43
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Contemporar...
Leaderonomics Learning
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Leaderonomics Learning

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Leaderonomics extensive corporate learning programs that encompass Leadership Mastery, Personal Mastery, Business/Entrepreneurship Mastery and Functional Mastery.

Contact us today for more information on how you can leverage our expertise for your personal or organisation's needs.

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Leaderonomics Learning

  1. 1. An Overview of Leaderonomics
  2. 2. Leaderonomics Profile Corporate IdeationEnablers Corporate Learning & Development Sounding Board Events Academy Recruitment Enablers E-Learning / uunnii.com Technologies Publications Productions We are ....... .... a social enterprise dedicated to the pursuit of talent and leadership development with our offering of full range of learning, consulting and partnering solutions. Our solutions span the full spectrum of corporate to community environments..... .... and we leverage the expertise and skills of our diverse group of members with their business and leadership Ideation Youth The Club Community Innovest with their business and leadership experience acquired from global corporations and geographies Global leading-edge leadership team ‘Cradle to Grave’ Leadership Leadership Content Integrated social and economic purpose “Shaping the future of leadership by leveraging talents and capabilities ” Expertise Experience Operational practitioners Leadership journey for individuals Organisational leadership Premium leadership & change management programs (validated at GE, DHL, other MNCs) Integrated leadership offerings across segments and ages Increase strength and sustainability of each purpose Why Leaderonomics?
  3. 3. Our Learning Philosophy
  4. 4. Networking, Role Models & Mentors 20% Job Experience 70% Course Work and Formal Training 10% Leaderonomics programs are different from traditional learning programs that are more classroom and teaching based. Our programs are designed with 10% of training from classroom teaching, 20% from mentoring, coaching and role modeling and 70% based on creating “live” learning experiences …. Based on extensive research, we have found that people learn best while doing and action learning based learning is the most effective 70-20-10 : Our Program Structure Information/ Knowledge Awareness Content Composition of Our Program Design Philosophy ContextSkill Advanced Skill Expertise Composition of Delivery: 90% Content 10% Context Business / Domain Mastery Functional Mastery Personal Mastery Leadership Mastery Leadership Growth Model • Deep technical functional skills • Breadth of functional skills • e-Savvy Change advocate •Understands breadth/ depth •Process-oriented Personal Effectiveness Passionate Self Awareness Resourceful Influencing Skills Teamwork Creative Energizing Strategic thinking Global perspectives Industry awareness Domain expertise
  5. 5. Our Learning Programs
  6. 6. Leaderonomics Programmes Programme Suggested Target Audience Personal Mastery Entry Level Middle Managers Senior Managers Communication Communication 101 Communicating Effectively Communication Skills Using NLP Conflict Management Emotional Intelligence Working with Emotional Intelligence Facilitation Skills Conducting Effective Meetings Facilitation Skills Workshop Interviewing Skills Influencing Strategic Influencing Meeting the Media Mentoring Mentoring & Coaching Leader as “Coach”
  7. 7. Leaderonomics Programmes Programme Suggested Target Audience Negotiation Hostage at the Table – The Art of Leadership & Negotiations Negotiation Strategies Personal Development Plan Goal Setting & Developing a Personal Development Plan Presentation Skills Executive Presentations Presentation Skills Problem Solving Productivity Being Proactive & Action Oriented Power of “Work Motivations and Attitudes” Project Management Talent Management Being A Talented Manager (BATMAN) Fish! Philosophy Leaders Developing Leaders Learning Partnerships: Key Principles in Team Engagement Managing High Performance Teams
  8. 8. Leaderonomics Programmes Programme Suggested Target Audience Role Modelling A Talent Management Culture Supervisory Skills Development The Psychology of People Management Self Awareness Self Awareness through DiSC Self Awareness through LIFO Self Awareness through MBTI Smart Parenting: Creating Brighter Kids & Future Leaders Stress Management Workshop Time Management Business Mastery Entry Level Middle Managers Senior Managers Action Labs Business Basics Introduction to Business Business Simulation Day In the Life of a CEO Enterprise Simulation Leadership Foundation Course
  9. 9. Leaderonomics Programmes Programme Suggested Target Audience Innovation Business Creativity in a Rapidly Changing World CATS – Nine Lives of Innovation Growth through Innovation Developing Creativity at Work Strategic Thinking Blue Ocean Strategy Effective Strategic Thinking Surrender to Win: Insights from the Tribe Functional Mastery Entry Level Middle Managers Senior Managers Customer Service Being Customer Centric Cultivating a Customer Centric Mindset Delighting the Customer Effective Account Management Finance Finance for Non-Finance Employees Finance for Non-Finance Simulation Marketing
  10. 10. Leaderonomics Programmes Programme Suggested Target Audience Strategic Marketing Productivity Six Sigma Awareness Course Sales Force Effectiveness Social Media Leveraging Social Media for Business Social Media Persuasion Writing Business Writing 101 Business Writing 201 Essential Writing Skills Executive Business Writing Leadership Mastery Entry Level Middle Managers Senior Managers Change Change 101 Championing the Change Process Change Acceleration & Transition Understanding Followship: Navigating the Other Side of Leadership Executive Coaching
  11. 11. Leaderonomics Programmes Programme Suggested Target Audience Executive Mentoring Extreme Leadership Course Foundation of Leadership Leading Across Boundaries Reflective Leadership
  12. 12. Summary of Courses Business Mastery Business Mastery Business Mastery Business Mastery Business Mastery Programmes Days Objectives ActionLabs 3 Efficiently confronting and overcoming challenges by empowering those closest to the problem to find solutions Building a productive culture through increased employee accountability, ownership, trust, and collaboration Ensuring that managers and employees are aware of the implications of their decisions on other divisions and the organisation as a whole Being A Talented Manager (BATMAN) 3 Leveraging your strengths Developing seemingly average people into first class performers Learning to keep your team motivated Being Customer Centric 1 Cultivating a customer-focussed mindset Essential skills for excellent customer service Developing and implementing customer satisfaction strategies Ensuring that the organisation as a whole appreciates the importance of excellent service Being Proactive & Action Oriented 1 Simply not to accept that any predicament is “unfixable” Appreciating that everything is about choices – the decisions you make, your responses to people, events and circumstances inevitably affect your future Taking charge of situations rather than allow yourself to be victimised by what life throws at you Blue Ocean Strategy 3 Creating an uncontested market place and making competition irrelevant Creating and capturing demand rather than exploiting existing demand; Breaking free from the chains of the value-cost trade off Aligning the whole system of your firm’s activities in pursuit of differentiation AND low cost Business Creativity in a Rapidly Changing World 2 hours Contributing creatively to the organisation and understand what the rapid change in the developing world will lead to Business Goal Management 2 Ensuring consistency between individual and organisational goals Developing your team and keeping them motivated Making well-informed business decisions Leadership Mastery Leadership Mastery
  13. 13. Summary of Courses Business Mastery Business Mastery Business Mastery Programmes Days Objectives Business Operations Simulation 2 Positioning your product in the market against competitions, identifying opportunity gaps whilst relating to customer trends and demands Appreciating the importance and contribution of finance to any organisation Formulating business proposals Appreciating the role of leaders and managers and the challenging decisions they have to make that impact results and people Business Writing 101 1 How to write effective and impactful emails, memos and proposals To be adequately prepared before beginning the writing process by doing the necessary research How information should ideally be organised to ensure easy reading for intended audience Business Writing 201 1 Writing effective and impactful reports, proposals, emails, and memos; Being adequately prepared before beginning the writing process by doing the necessary research; Conducting audience analysis and writing to appeal to the intended audiences; Learning the different writing styles depending on the intended purpose of the written communication. Change 101 1 Understanding the biological phenomena that prevent us from accepting change and learn to overcome them Recognising the concepts of chaos theory which focus on reactive, adaptive, and proactive behaviors and lead others from reactive to proactive performance Employing the critical elements necessary to effectively communicate change to others Recognising the symptoms of a team dysfunction because of resistance to change and design an influence strategy for moving others into positive territory Championing the Change Process 2 Understanding the continuum of process improvement Uncovering key drivers supporting process improvement Discovering strategies to decrease resistance and stress Developing a process and approach for coaching Increasing understanding of team dynamics and roles Discovering the impact of expectations and motivation Gaining increased alignment of colleagues and customers Developing a standard communication process Using the briefing system to spur process improvement Leadership Mastery Leadership Mastery
  14. 14. Summary of Courses Business Mastery Programmes Days Objectives Change Acceleration & Transition (CAT) 3 Developing an appreciation for the sensitivities surrounding the “People” factor when implementing reforms Harnessing tools & techniques that will drive lasting improvements in your organisation CATS – Nine Lives of Innovation 2 Understand the four basic challenges to innovation and how they affect your ability to innovate; Learn and apply the nine lives of innovation; and Organise innovation methodically so it is more useful to you on a daily basis Communicating Effectively 1 Building trust and gain respect from your co-workers Adapting your communication style according to your audience and situation Minimising miscommunication Fostering better relationships and understanding amongst your colleagues Communication 101 1 Having a better understanding of the communication process Identifying communication barriers Validating if the communication exchange has been successful Communicating effectively through the various communication channels and in different contexts Communication Skills (Using NLP) 1 Building trust and gain respect from your co-workers Adapting your communication style according to your audience and situation Minimising miscommunication Fostering better relationships and understanding amongst your colleagues Discovering what motivates different team members Developing advanced thinking skills Creating and maintaining a resource self-image Conducting Effective Meetings 1 Understanding how to professionally “Manage and Facilitate Effective Meetings” in order to achieve set meeting objectives through professional facilitation techniques Identifying how difficult behaviour negatively affects people and business, particularly within meetings Learning how to professionally deal with difficult situations Conflict Management 1 Discovering the root sources of conflict and the importance of addressing them effectively Learning our conflict response styles and how we should use different styles in the right context Learning effective interpersonal skills that are critical to conflict resolution Understanding difficult people and how we can effectively work with them to achieve corporate goals Effectively managing emotions in order to create and sustain a positive environment to resolve conflicts Leadership Mastery Personal Mastery Personal Mastery Personal Mastery Leadership Mastery Personal Mastery
  15. 15. Summary of Courses Functional Mastery Business Mastery Business Mastery Business Mastery Functional Mastery Business Mastery Business Mastery Programmes Days Objectives Cultivating A Customer Service Mindset 1 Cultivating a customer-focussed mindset and essential skills for excellent customer service Day in the Life of a CEO 2 Managing information and multi-task Discovering your Degree of media savviness Revealing your preferred management style Determining your readiness to deal with unforeseen difficult situations Ascertaining your preferred style of dealing with authority Discovering preferred style in dealing with difficult people Delighting the Customer 1 Encouraging client participation to achieve increased buy-in for your ideas and recommendations Using questioning and listening techniques to help your clients recognise needs and expectations that you can meet but that they may not have realised they had Saying “no” without saying so when you can’t provide what the client is asking for Responding to questions with tact, clarity and openness Developing Creativity at Work 0.5/1/2 Enabling the participants to contribute creatively to their organisation and to give them tools and techniques that will help them to develop their own creativity as well as to help others to develop theirs Effective Account Management 2 Developing and maintaining solid, long-term relationships with customers Identifying and manage customer expectations with regards to your role as an account manager Effective Strategic Thinking 2 Having relentless dissatisfaction with the status quo and identifying ways of doing things better and faster Using strategy maps as a planning tool to prioritise and focus on the right things Applying strategic best practices into planning for the company’s future Enterprise Simulation 2 Inspiring your leaders to confidently make strategic decisions that produce short term results with long term value Pushing your leaders to see opportunities for growth even when resources are scarce Guiding Leaders in understanding the importance of talent development, organisation branding and investments in R&D Allowing leaders to make decisions to change and adapt to changing economic situations
  16. 16. Summary of Courses Business Mastery Business Mastery Functional Mastery Programmes Days Objectives Essential Writing Skills 1 – 3 The necessary thinking and organizational skills for writing; A review of common errors in writing and how to avoid them; Different writing styles from Business Reports to Emails to Essays; Practical Writing Exercises with analysis and review. Executive Business Writing 2 Analysing the audience for a specific writing project; Conducting thorough research to ensure accurate writing; Evaluating draft material to ensure that it is clear, correct, consistent, complete, and appropriate; Editing draft material to satisfy audience needs. Executive Coaching N/A Linking our feedback to your team’s work context, using specific examples that we have observed to illustrate our interpretation of the feedback Linking our feedback and action plans to the overall goals of your organisation Pre-empting barriers that your individual team members may encounter and suggest manners in which they can anticipate and/or overcome them Establishing a coaching relationship and not just a one-off meeting Encouraging your team member to reach out to key individuals within AIA who can help with their development Executive Mentoring 1 Building strong bonds with your mentees to cultivate a strong and trusting relationship; Effectively distilling the vast knowledge and experience accumulated over the years and passing it on to your mentees, an element that is instrumental in the succession planning process; Ensuring that the mentoring process becomes part and parcel of your organisation’s structure and culture. Executive Presentation 1 Analysing the presentation audience, setting presentation objectives, and developing comprehensive presentation strategies Picking the most successful presentation format for a given occasion, whether it’s a peer update, informal discussion, team meeting, senior management briefings, client presentation, or a large gathering Developing strong and clear key messages and the presentation structure that delivers them most effectively Crafting an attention-getting opener and a persuasive closing Personal Mastery Leadership Mastery
  17. 17. Summary of Courses Functional Mastery Functional Mastery Programmes Days Objectives Extreme Leadership Course 2 Learning to vary your leadership style according to your audience, context and situation Practicing leadership via numerous leadership situations and contexts created Facilitation Skills Workshop 3 Building core facilitations skills through usage of facilitation tools and techniques Remaining calm, handling heated situations, and managing conflicts in meetings effectively Identifying disagreements and applying consensus tools to help reach consensus Finance for Non-Finance Employees 2 Learning the importance of cash, how businesses acquire cash, and how funds are used within the firm to generate more cash Understanding the impact of your business decisions on the company’s finances Finance for Non-Finance Simulation 2 Know how your business generates profits today, and how it will need to generate profits in the future Understand how your daily decisions impact the company strategically and financially Continuously identify improvements in the business operations Fish! Philosophy 2 Reduce employee turnover by creating an environment where people love to come to work; Re-energize your work climate and invigorate your employees; Transform employee attitudes and radically improve morale; and Incorporate fun into the DNA of your organisation. Foundations of Leadership 4 Understanding your strengths and development needs, and how best leverage them to your advantage Understanding of group dynamics and working effectively in teams Understanding the essence of leadership and how it can impact the organisation or department Goal Setting & Developing A Performance Development Plan 1 Become more effective, independent and confident self-directed learners Understand how they are learning and relate their learning to a wider context Improve their general skills for career management Articulate personal goals and evaluate progress towards their achievement Encourage a positive attitude to learning throughout life Growth though Innovation 1 Identify new and improved business models Achieve increased operational efficiency Constantly be one step ahead of competitors by revolutionalising old methods of doing things Personal Mastery Leadership Mastery Leadership Mastery Personal Mastery Leadership Mastery Personal Mastery
  18. 18. Summary of Courses Functional Mastery Business Mastery Business Mastery Programmes Days Objectives Hostage at the Table – The Art of Leadership & Negotiations 1 Learning to build strong bonds with the other party, making it possible to handle any conflict that interferes with the negotiation process Create win-win situations from stalemates Harnessing systematic steps that enable you to become an effective negotiator Interviewing skills 1 Probing candidates successfully for critical information and spotting inconsistencies Learning to read and actively listen to candidates Leveraging multiple or panel interviews and reviews to increase success yields Introduction to Business 1 Basic understanding & general overview of: The mechanics of business; Financial statements; and The business model of your organisation. Leader As ‘Coach’ Programme 2 Heighten Self Awareness via Personal Drivers (Motivations and Attitudes) and Learning Styles Recognize and Apply the Different Coaching Roles in Differing Work Scenarios Discover Coaching Models that can drive Stronger Communication Learn and Practise how to effectively Coach Understand how to Engage and Develop your Team Build Stronger Team Unity among team members Leaders Developing Leaders 1 Appreciating the importance of taking talent management seriously Leveraging your strengths Developing seemingly average people into first class performers Keeping your employees motivated Leading Across Boundaries 2 Having an overview of the changing times Creating a framework that can be used to ensure that the global mindset becomes an integrated part of the company, starting with its leaders and flowing to its employees Having overview of new forms of collaboration that are taking place and how to assess the potential returns from such initiatives Leadership Mastery Leadership Mastery Personal Mastery
  19. 19. Summary of Courses Business Mastery Programmes Days Objectives Learning Partnerships: Key Principles in Team Engagement 2 Building foundations of trust. The essential skills in learning partnerships. Understanding needs and managing expectations. Eliciting contribution from those you lead. Presenting messages that excite others to come on-board. Knowing and showing strengths and vulnerabilities - enough. Developing wider and deeper networks Leveraging Social Media for Business 1 Embracing rather than resist the changes technology brings; Looking at leveraging social media and new media beyond the much talked about marketing purposes; Measuring resources ploughed into your business’ social media efforts Managing High Performing Teams 1 Applying of key principles from managerial psychology; Ensuring that the core needs of people in the workplace are met Empowering your employees and leverage their strengths Understanding and practicing the importance of listening, asking the right questions and putting self in other party’s shoes to enhance team communications Introduce and put into practice the GRPI team operation model Meeting the Media – Lights, Camera, Action! 1 Understand how the media works and what turns them off; Prep themselves to be ready at all times to meet the media; and Leverage the opportunities to improve their brand proactively and not reactively. Mentoring & Coaching 1 Understanding of the barrier to learning and how to overcome them; Methods by which you can help your mentees & “coachees” develop and grow; and Harnessing tools to increase the company’s competitive advantage by realising your employees’ full potential Negotiation Strategies 1 Understand case studies and simulations on key negotiation situations related to managers Avoid having a situation that ends in negotiation by planning, pre-empting the recipient’s response when delivering sensitive managerial messages that could lead to disagreement Remove emotion from sensitive negotiations and motivate the other person/s towards a win/win outcome Identifying the appropriate communication approach when negotiating up, across and down. Leadership Mastery Personal Mastery Personal Mastery Leadership Mastery Personal Mastery
  20. 20. Summary of Courses Functional Mastery Functional Mastery Programmes Days Objectives Power of “Work Motivations and Attitudes” 1 Awareness and appreciation of the different Motivational and Attitudinal patterns, making each employee and their drivers (at work) different How to uncover ways to keep your staff motivated and better still, retain them Different approaches to encourage your staff towards better results A ‘Modeling’ concept that can help streamline recruitment and potentially save your company time, money and resources in recruiting Presentation skills 1 Connecting with your audience no matter who they are Enhancing the delivery style of your presentation Problem Solving 2 Recognising the difference between symptoms and the roots of problems Organising your thoughts in a structured manner Project Management 2 Ensuring successful and timely delivery of projects no matter how complex Recognising the necessary elements in obtaining and securing engagement from team members Reflective Leadership 1 Remaining mindful when responding to the changing demands in the workplace Ensuring that all decisions, both major and minor, are purpose-driven and vision-led Continuously playing a proactive role in your own personal development Role Modelling a Talent Management Culture 2 Appreciating the importance of taking talent management seriously Understanding the numerous components involved in executing talent management seamlessly and holistically Undertaking action plans to ensure that your organisation moves towards a talent development culture Sales Force Effectiveness 2 Effectively initiating and sustaining customer relationships that win sales Tailoring the marketing mix according to individual groups of clients Optimising the allocated resources Self Awareness through DiSC 1 Harness your strengths and use them to your advantage; Promote teamwork; Adapt your communication & leadership styles according to who you’re dealing with. Personal Mastery Leadership Mastery Leadership Mastery Personal Mastery Personal Mastery Personal Mastery
  21. 21. Summary of Courses Functional Mastery Functional Mastery Functional Mastery Programmes Days Objectives Self Awareness through LIFO (Life Orientation) 1 Build confidence and self-esteem Consistently produce your very best work Manage a wider range of situations more effectively Avoid wasting time in personal productivity traps Fill in your blind spots for better plans and decisions Self-awareness with Myer-Briggs Type Indicator (MBTI) 1 Harnessing your strengths and using them to your advantage Promoting teamwork through overcoming various personality styles and preferences Six Sigma Awareness Course 1 Restructuring business processes; Aligning operations to customer needs; and Improving profit margin Smart Parenting: Creating Brighter Kids & Future Leaders 1 Inspire parents to come together, embrace these challenges and change the world, one kid at a time Social Media Persuasion 1 Demonstrate why the social media craze is mostly just a bunch of hype, unless you use it effectively within a proven psychologically framework towards clearly-defined aims that increase your revenue. Explain how to combine direct-response marketing tactics with social media to create measurable profit-boosting results. Highlight costly social media marketing mistakes, and how to avoid making them. Strategic Influencing 1 Discover our influencing tendencies and how we can effectively influence others to gain willing cooperation Learning principles of interpersonal skills that will minimise resistance and develop win-win situations Learning to communicate in an authentic and clear manner in order to break-down barriers and to enhance buy-in Learning how to empower and hold others accountable for their actions Diagnose and manage conflicts effectively in order to achieve corporate goals Strategic Marketing 2 Identifying opportunities for delivering superior value to your customers Ensuring a match between services offered and market demand & trends Appreciating the benefits of collaboration Personal Mastery Personal Mastery Personal Mastery Leadership Mastery
  22. 22. Summary of Courses Business Mastery Programmes Days Objectives Stress Management Workshop 1 Recognising stress as a positive and essential part of life; Identifying the symptoms of stress overload; and Developing stress reduction techniques to cope with demanding schedules and roles Supervisory Skills Development (available in Bahasa Malaysia) 1 – 2 Equip modern managers with a variety of dynamic and challenging skills at work place Supervise subordinates effectively and should be skilled at handling employee problems Surrender to Win: Insight from the Tribes 2 Learning an approach in developing leadership behaviours that aligns strongly with this ‘non zero sum’ approach – the parts combined make more than the whole Alignment across the following four quadrants as the basis for sustainable growth: Individual Internal, Individual External, Collective Internal, and Collective External The Psychology of People Management 1 The application of key principles from managerial psychology Ensuring that the core needs of people in the workplace are met Empowering your employees and leveraging their strengths Time Management 1 Incorporating proven techniques into your daily responsibilities Eliminating time wasters Overcoming the desire for procrastination Understanding Followship: Navigating the other side of Leadership 2 Understanding the structure of change. Exploring the concept of ‘Everyone can lead’. How to ‘read the book’ that is our follower(s). The power of dialogue. Handling conflict to increase team effectiveness. Increasing the creativity in teams. Enhancing the authenticity and transparency of individuals Working with Emotional Intelligence 1 To understand and appreciate the 4 fundamental capabilities of EQ (Self-Awareness, Self- Management, Social Awareness and Relationship Management) The 5 essential EQ Skills that is vital to being able to understand and communicate in the realm of emotions How to manage stress, develop secure bases, use non-verbal communications and manage conflict. How to apply EQ to motivate and engage your teams, foster cooperative working relationships, and improve your overall effectiveness. Personal Mastery Personal Mastery Personal Mastery Leadership Mastery Personal Mastery Leadership Mastery
  23. 23. 2011 Programme offerings
  24. 24. 2 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. TABLE OF CONTENTS ActionLabs ..............................................................................................................................................................5 Being a Talented Manager (BATMAN)....................................................................................................................7 Being CUstomer Centric..........................................................................................................................................9 Being Proactive & Action Oriented.......................................................................................................................11 Blue Ocean Strategy .............................................................................................................................................13 Business Creativity in a Rapidly Changing World..................................................................................................15 Business Goal Management (BGM)......................................................................................................................16 Business Operations Simulation...........................................................................................................................18 Business Writing 101 ............................................................................................................................................20 Business Writing 201 ............................................................................................................................................22 Change 101...........................................................................................................................................................24 Championing the Change Process ........................................................................................................................26 Change Acceleration & Transition (CAT) ..............................................................................................................28 CATS – Nine Lives of Innovation ...........................................................................................................................30 Communicating Effectively...................................................................................................................................32 Communication 101 .............................................................................................................................................34 Communication Skills (Using NLP)........................................................................................................................36 Conducting Effective Meetings.............................................................................................................................38 Conflict Management...........................................................................................................................................40 Cultivating a Customer Centric Mindset...............................................................................................................42 “Day in the LIfe of a CEO” Simulation & Assessment Programme .......................................................................44 Delighting the Customer.......................................................................................................................................46 Developing Creativity at Work..............................................................................................................................48 Effective Account Management ...........................................................................................................................49 Effective Strategic Thinking ..................................................................................................................................51 Enterprise SImulation ...........................................................................................................................................53
  25. 25. 3 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Essential Writing Skills ..........................................................................................................................................56 Executive Business Writing...................................................................................................................................57 Executive Coaching...............................................................................................................................................59 Executive Mentoring / Championing the Mentoring Process ..............................................................................60 Executive Presentations .......................................................................................................................................62 Extreme Leadership Course..................................................................................................................................65 Facilitation Skills Workshop..................................................................................................................................67 Finance for Non-Finance Professionals ................................................................................................................69 Finance for Non Finance Simulation.....................................................................................................................71 Fish! Philosophy....................................................................................................................................................73 Foundation of Leadership (FOL) ...........................................................................................................................75 Goal Setting & Developing A Performance Development Plan ............................................................................77 Growth through Innovation..................................................................................................................................78 Hostage at the Table – the art of leadership & negotiations ...............................................................................80 Interviewing Skills.................................................................................................................................................81 Introduction to Business.......................................................................................................................................83 Leader As ‘Coach’ Programme..............................................................................................................................85 Leaders Developing Leaders.................................................................................................................................87 Leading Across Boundaries...................................................................................................................................89 Learning Partnerships: Key Principles in Team Engagement................................................................................91 Leveraging Social Media for Business...................................................................................................................93 Managing High Performance Teams ....................................................................................................................95 Meeting the Media – Lights, Camera, Action!......................................................................................................97 Mentoring & Coaching..........................................................................................................................................98 Negotiation Strategies........................................................................................................................................100 Power of “Work Motivations and Attitudes” .....................................................................................................102 Presentation Skills ..............................................................................................................................................104
  26. 26. 4 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Problem Solving..................................................................................................................................................106 Project Management..........................................................................................................................................108 Reflective Leadership..........................................................................................................................................109 Role Modelling A Talent Management Culture ..................................................................................................111 Sales Force Effectiveness....................................................................................................................................113 Self Awareness through DiSC..............................................................................................................................115 Self Awareness through LIFO (Life Orientation) .................................................................................................116 Self Awareness through MBTI (Myers Briggs Type Indicator) ............................................................................118 Six Sigma Awareness Course ..............................................................................................................................119 Smart Parenting: Creating Brighter Kids & Future Leaders ................................................................................120 Social Media persuasion.....................................................................................................................................122 Strategic Influencing...........................................................................................................................................124 Strategic Marketing ............................................................................................................................................126 Stress Management Workshop ..........................................................................................................................128 Supervisory Skills Development (available in Bahasa Malaysia).........................................................................129 Surrender to Win: Insight from the Tribes .........................................................................................................131 The Psychology of People Management ............................................................................................................133 Time Management .............................................................................................................................................135 Understanding Followship: Navigating the other side of Leadership.................................................................137 Working with Emotional Intelligence .................................................................................................................139
  27. 27. 5 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. ACTIONLABS DURATION 3 days OBJECTIVE(S) In tough economic times, operational efficiency becomes crucial in ensuring survival. This course teaches you to instil a productive culture by teaching you how to: i. Efficiently confront and overcome challenges by empowering those closest to the problem to find solutions; ii. Build a productive culture through increased employee accountability, ownership, trust, and collaboration; and iii. Ensure that managers and employees are aware of the implications of their decisions on other divisions and the organisation as a whole. WHO SHOULD ATTEND Those who acknowledge the existence of inefficiencies and believe in the power of their employees to find better solutions, those who feel that the main obstacle to improvement is lack of employee buy-in, those looking to eliminate bottlenecks/wastage urgently, those who believe that increased functional expertise would expedite problem solving initiatives. COURSE DESCRIPTION This programme provides you with the ActionLabs’ technical framework. But more importantly, it provides you with the necessary tools to overcome potential resistance to change, mobilise employee commitment, and finally, ensure that the change initiatives are integrated into your organisation’s processes and culture. PROCESS OVERVIEW Module Lesson(s) Sponsor Selecting critical business goals Finding Champion to oversee the goal and run ActionLabs Champion Selecting planning team to guide ActionLabs initiatives Planning Refining a challenge into sub-challenges Defining measurable goals Allocating each sub-challenge to the right team Compiling critical data from ActionLabs initiatives ActionLabs Teams Systematically analysing the roots of sub-challenges Using ActionLabs tools to investigate and find possible solutions to each sub-
  28. 28. 6 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. challenge Defining costs and benefits of recommendations Formulating an action plan to implement recommendations Decision making Deciding which recommendations to adopt and which to shelve Monitoring Overseeing the implementation of recommendations over a 90 day period
  29. 29. 7 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BEING A TALENTED MANAGER (BATMAN) DURATION 2-3 days, depending on customer requirement and degree of customisation for your organisation OBJECTIVE(S) You can’t be a one-man show and expect to win. Great organisations invest heavily in developing their employees. The ability to engage your people is a crucial element in being a great manager. This course teaches you how to: i. Leverage your strengths; ii. Develop seemingly average people into first class performers; and iii. Keep your employees motivated. WHO SHOULD ATTEND Managers, supervisors, specialists in specific areas of expertise, and executives who have high potential to become managers. COURSE DESCRIPTION This programme introduces the importance of self-knowledge as a basis for effective management performance. It will provide you with a forum to leverage your strengths and improve on your weaknesses, enabling you to create greatness from mediocrity. The programme includes pre-course work, experiential activities, lectures, participative discussions and exercises, class workshop, an MBTi Assessment, and value add debrief sessions by trained and experienced facilitators. COURSE OUTLINE Module Lesson(s) Self discovery Knowing your values and preferences Integrating your values with that of your organisation Learning reflection Appreciating the diverse learning styles Adapting teaching styles according to your audience Emotions in play Constant awareness that your emotional state affects your interactions Understanding the implicit messages of certain gestures Your motivations Understanding the underlying motivation governing your actions – power, achievement, or affiliation Strength finder Discovering your 5 top strengths and how to leverage them Strengths puzzle Appreciating diversity when selecting talent
  30. 30. 8 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Understanding which combinations of strengths yield higher chances of success Objectives of team members Ensuring that the objectives and expectations you set of your team members play into their strengths Using the S M A R T framework Success conversations Learning to be tactful when having difficult conversations with underperformers Formulating action plans to help underperformers meet expectations
  31. 31. 9 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BEING CUSTOMER CENTRIC DURATION 1 day OBJECTIVE(S) Excellent customer service is not an option – it’s a necessity. In today’s competitive environment, neglecting customer service can jeopardise your company’s survival. This course teaches you: i. The importance of the Vision in a Customer Focused organization ii. To assess the organisation’s customer experience iii. How to inspire and ignite a passion among oneself and others to serve customers; iv. How to design a customer experience programme to deliver the strategy and keep customers coming back again and again. WHO SHOULD ATTEND General employees who need to have basic understanding of the importance of being customer centric in an organisation’s survival and success. COURSE DESCRIPTION The programme is heavily oriented towards practical experience through live customer contact management and internships. It also provides you with frameworks and skills on achieving sustainable long term relationships with your customers. It includes simulations, role playing activities, and interactive workshops to give you practical experience. COURSE OUTLINE Module Learning Objectives Emotions & Loyalty i. How we feel – VOC (Voice-of- customer) ii. How we remember – MOT (Moments-of-truth) iii. How we choose – The subjective experience and the 5 senses: sight, hearing, smell, taste and touch Delta Principle – the triangular relations between experience, expectation and satisfaction Emotion Curve – tracks and quantifies our emotional feelings in natural time sequence VOC: a ground-breaking approach to listen to your customers Effective memories – an experience is not effective unless it is remembered The Peak-end Rule and its applications in CEM Identify the Moment of Truth guides and optimizes resource allocation An effective experience creates positive emotions and delivers target brand values The Triune Brain: Primitive, Intermediate and Rational
  32. 32. 10 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Effectiveness iv. How we compare – Anchoring (Anchoring and NLP) Brains The Black Box – missing link between consumers experience to ultimate brand choice Effectiveness: aligns customer experiences to optimize brand loyalty We need more pain – an experience is not effective unless it is contrasted The paradox of happiness and the psychological immune system Maximize the PPG (Pleasure-pain gap) Anchoring: releases resource constraint and enhances subjective experience. Voice of the Customer i. Voice of the Customers (VOC) Basics ii. Tools and Applications of VOC iii. Designing Effective VOC Programs What is Voice of the Customer (VOC) Why Voice of the Customer (VOC) is needed The Voice of the Customer (VOC) Elements Voice of the Customer (VOC) and Customer Experience Management Types of VOC tools and information provided Types, frequency and measures of customer feedback surveys Applications and challenges of qualitative research Complementary usage of qualitative and quantitative researches Target segments: define the target stakeholders’ segments Value drivers: identify and assess the key value drivers by each segment’s current performance: decide and measure the performance metrics by each touch-point Determine touch rules and design effective questionnaires Strategic Decisions in Designing EPF’s CEM i. Who Are You -- Understand Your Corporate DNA ii. Segmentation -- Define Your Target Customers iii. Brand Positioning -- Decide Target Brand Values iv. Target Experience – Formulate Effective Experience Strategy Why you exist (mission) and what are your guiding principles (culture) What are your core competences External factors and competition The linkage between corporate DNA and CEM Why customer segmentation is crucial to effective strategy formation How segmentation methods differ in CEM Not all customers are equally important to you – who are the ones How to perform effective customer segmentation Brand, brand values and brand positioning Current perceived brand values versus target brand positioning Optimize brand positioning by both art and science approaches Engineered experience brings you customer engagement and loyalty – How does it work What is an effective CEM strategy Steps to formulate an effective CEM strategy Win-win approach: effective strategy to the customers and to the brand Integration of CEM strategy with VOC and touch-point management
  33. 33. 11 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BEING PROACTIVE & ACTION ORIENTED DURATION 1 day. This can also be converted to a half day module that could be inserted into a longer leadership development programme OBJECTIVE(S) At times, we find ourselves stuck in situations where we feel helpless, paralysed, and incapable of changing the situation. It can be anything ranging from a seemingly unreasonable supervisor who is out to make your life difficult to company processes that don’t make any sense. This programme teaches you: i. Simply not to accept that any predicament is “unfixable”; ii. That everything is about choices – the decisions you make, your responses to people, events and circumstances inevitably affect your future; iii. To take charge of situations rather than allow yourself to be victimised by what life throws at you. WHO SHOULD ATTEND Anyone who has the desire to break out of existing predicaments and have better control over their lives. COURSE DESCRIPTION This course is designed to help you take charge of your life and have the strength of character to make decisions that aren’t always easy. It includes simulations, role playing activities, and interactive workshops to give you hands on experience, helping you become an effective strategist and change driver in your organisation. COURSE OUTLINE Module Learning Objectives Basic Change Model Breaking free from the mindset of “want-have-do” to “want-do-have” Reactive model vs Proactive model Learning not to allow moods, feelings, and circumstances to drive circumstances Harnessing the power, freedom, and ability to choose responses according to values Responding effectively to change Ensuring that you are responsive and adaptable to the changes around you that are occurring at an exponential rate Circle of concern / influence Learning to focus on the things you can change instead of focusing on worries on which you have no real control Expanding circle of influence at the expense of the circle of concern The law of employability Adopting rules of thumb to proactively close the gap between your skill set,
  34. 34. 12 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. abilities, performance and market needs My Commitment Developing an action plan to ensure that lessons for the day are not lost and forgotten Closing Wrapping up
  35. 35. 13 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BLUE OCEAN STRATEGY DURATION 3 days OBJECTIVE(S) In the ever challenging economic environment, many companies find themselves trapped in the pricing game. The rise of China has flooded the market with cheaper products, making business increasingly competitive. This course teaches you how to: i. Create an uncontested market place and make competition irrelevant; ii. Create and capture demand rather than exploit existing demand; iii. Break free from the chains of the value-cost trade off; and iv. Align the whole system of your firm’s activities in pursuit of differentiation AND low cost. WHO SHOULD ATTEND Senior leaders and entrepreneurs, who are seek to revolutionalise the competitive landscape and take their companies to whole new levels. COURSE DESCRIPTION This course is designed to equip you with new ways of looking at the business environment. it provides you with the necessary tools to take you from Blue Ocean formulation all the way to Blue Ocean implementation. It includes simulations, role playing activities, and interactive workshops to give you hands on experience, helping you become an effective strategist and change driver in your organisation. COURSE OUTLINE Module Learning Objectives Red Ocean vs Blue Ocean strategy Appreciating the contrasts between conventional strategies and the Blue Ocean way Value Innovation vs value improvement Breaking away from the value-cost trade off through the alignment of utility, price, and cost activities 3 Tiers of noncustomers Distinguishing between the 3 tiers of non customers and tackling them accordingly to enable reach beyond existing demand 6 paths Reconstructing market boundaries by focussing on: i. Rivals within your industry; ii. Better serving your strategic group; iii. Better serving industry’s buyer group; iv. Maximising value of product or service; v. Positioning within functional-emotional orientation of industry;
  36. 36. 14 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. and vi. Adapting to external trends as they occur. Strategy Canvas Learning analytical tools and frameworks for building a compelling Blue Ocean Strategy Four Actions Framework Breaking the differentiation-low cost trade off through tools to reconstruct buyer value elements into a new curve ERRC Grid Systematically pursuing differentiation and low cost by uncovering the range of assumptions that are unconsciously made in competing 3 characteristics Ensuring that strategies formulated encompass the 3 essential characteristics of any sound strategy
  37. 37. 15 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BUSINESS CREATIVITY IN A RAPIDLY CHANGING WORLD DURATION 1 to 2 hours speech OBJECTIVE(S) The primary objective is to equip employees who attend to be able to contribute creatively to the organisation and understand what the rapid change in the developing world will lead to. WHO SHOULD ATTEND Everyone in the organization. Speaking engagements are also suitable for company’s corporate events involving VIPs. COURSE DESCRIPTION A lecture about the importance and value of new ideas. An inspiring and motivating talk that encourages creativity and innovative thinking. Many interesting examples are given and the speaker interacts frequently with his audience. The purpose of this lecture is to help people understand how valuable it is to think in new ways – and how challenging this is to accomplish. In a world that is changing at a swift and furious pace, traditional knowledge is fast losing its value. As our world stands on the brink of an idea explosion, it is our ability to absorb new knowledge and come up with new ideas - and to make them come true - that is ever-increasingly important. OUTLINE What will this rapid change lead to? What problems do today’s’ organizations face when it comes to adapting to the speed of change? What can we learn from the people who are best at adapting to change? What are the advantages of living in a Developing Country when it comes to adapting to this change, and what can the Developed World learn?
  38. 38. 16 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BUSINESS GOAL MANAGEMENT (BGM) DURATION 2 – 5 days (5 days recommended) OBJECTIVE(S) You have already “made it” – you’ve successfully climbed the corporate ladder. However, seniority inevitably comes with more responsibility. How do you ensure that you’re doing the right thing as a manager? Is your best good enough? This course teaches you how to: i. Ensure that you & your department are heading in the same direction as your organisation; ii. Develop your people and keep them motivated; and iii. Make well-thought and informed business decisions. WHO SHOULD ATTEND Department heads, senior managers, and high performers who are destined for senior management. COURSE DESCRIPTION This course is designed to give you a holistic view of the business environment, as well as, a better understanding of the industry that your organisation is in. You will also learn the numerous aspects involved in being a great leader. It includes simulations, computer simulations, role playing activities, and interactive workshops to give you practical experience. COURSE OUTLINE Module Learning Objectives Strategy Clarifying and reiterating your company’s vision – message from CEO Integrating you own values with your company’s vision Customer focus Appreciating the importance of putting customers first Kolb’s Learning Cycle Using a well-established framework to understand how you and the people you’re responsible for developing learn best Holistic view Having a comprehensive overview of business, along with its stakeholders Leadership Understanding leadership from different perspectives – individual, group, organisational Shaping the vision Networking Using networking tools to help you recognise connections that you didn’t previously see Zone of control Managing stress by appreciating the distinction between what you can control and things that are beyond your personal control
  39. 39. 17 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Optimising resources Learning to optimise resources from the aspects of process improvement, customer focus, change management Learning to prioritise – profits vs values vs ethics Risk management Understanding the potential areas for risk – people, transaction processing, creditors, market risk Exploring cultural diversity Appreciating the value of cultural diversity by learning how best to leverage it People management Keeping your team inspired & mobilising them by using a counselling model
  40. 40. 18 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BUSINESS OPERATIONS SIMULATION DURATION 2-3 days. The minimum days required to run this simulation is 2 days. However, the simulation is ideally run for 3 days and can be extended into a 4 day programme with other elements of business, finance and strategy incorporated OBJECTIVE(S) Although employees may come from diverse backgrounds, be it engineering, marketing, or IT, it is essential for any leader to possess a basic understanding of business. This course teaches you to: i. Position your product in the market against competitions, identifying opportunity gaps whilst relating to customer trends and demands; ii. Appreciate the importance and contribution of finance to any organisation; iii. Formulate business proposals; and iv. Appreciate the role of leaders and managers and the challenging decisions they have to make that impact results and people. WHO SHOULD ATTEND Managers who would like a more holistic view of business and have a better appreciation of the complications involved in the day to day operations of a business. SIMULATION DESCRIPTION Over the course of the programme, you will be immersed in a detailed case study/simulation of a business. You will be placed in a managerial position, where you will be required to analyse and deal with a series of challenges involving customers, product, pricing, as well as unforeseen circumstances. You will gain exposure to market analysis, customer portfolio analysis, the drafting of comprehensive business plans, along with business strategy and finance. Case Background Over the course of 2 days, participants undergo a simulation, whereby they are the newly appointed management of an ailing company that is lagging behind its industry rivals. The main task to be achieved is to present a plan, going forward to ensure that the company they are surprised and put in several major situations including: i. Dealing with a disgruntled senior manager, who has played a significant role in the company; ii. A strategy meeting with the group CEO to discuss convergence amongst the various business units; and iii. A meeting with the group CEO and his advisors to discuss the acquisition of another company as a means to expand into a new industry.
  41. 41. 19 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. The first and second scenarios are handled on an individual basis, while the third scenario is tackled as a group. Additionally, you are also given minor scenarios, which include being rudely interrupted by media people for comment on issues being faced by the company and writing press releases to address potentially false media reports on the company. Feedback and Observation Participants are given feedback on 3 levels: i. Professional feedback, whereby participants are given feedback by trained psychologists (or professional observers) who would have observed them in each of the scenarios over the 2 days; and ii. Peer-to-peer feedback, whereby participants are given feedback by their group members. iii. Personal Reflection & feedback, whereby participants are given opportunity to self-discover and explore their own personal strengths and areas of development Participants are also filmed by cameramen over the course of the 2 days to enable them to assess their own behaviours on a personal basis. “R” Moments and Personal Development Plan Over the course of the 2 days, the participants are given a sheet of paper where they are to note down their “R” moments. “R” is short for “Reflection”. As the name implies, participants’ “R” moments are times when they are enlightened of both their development needs, as well as their strengths. Upon receiving feedback from peers and observers, and taking individual “R” moments into account, participants are guided through the formation of a personal development plan (PDP). The PDP lays out detailed and realistic action plans on how participants intend to develop each area that needs attention.
  42. 42. 20 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BUSINESS WRITING 101 DURATION 1 day OBJECTIVES Today's business professionals must be able to communicate effectively in writing if they are going to succeed in today's business environment. This course improves your business writing skills by teaching you: i. How to write effective and impactful emails, memos and proposals; ii. To be adequately prepared before beginning the writing process by doing the necessary research; iii. How information should ideally be organised to ensure easy reading for intended audience. WHO SHOULD ATTEND All professionals who are required to present ideas in writing and wish to sharpen their business writing skills COURSE DESCIPTION This course is designed to hone your writing skills and enable you to be impactful through written communication. It includes hands-on activities to enable you to have practical experience to becoming an effective communicator in writing. COURSE OUTLINE Module Learning Objectives Preparing to write Analysing your audience Determining the purpose of your document Gathering ideas and facts Brainstorming Researching your topic Establishing your scope Identifying the appropriate information type Determining the appropriate medium Organizing your information Create an outline for longer documents Decide how to organize information Writing the draft Paragraphs Paragraph length Topic sentence
  43. 43. 21 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Paragraph unity and coherence Consistency of tense Writing an opening Writing a closing Revising Readability Revision checklist
  44. 44. 22 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. BUSINESS WRITING 201 DURATION 1 – 2 days depending on intensity and number of practice sessions incorporated in the programme OBJECTIVES Today's business professionals must be able to communicate effectively in writing if they are going to succeed in today's business environment. This course improves your business writing skills by teaching you: i. How to write effective and impactful reports, proposals, emails, and memos; ii. To be adequately prepared before beginning the writing process by doing the necessary research; iii. How to conduct audience analysis and writing to appeal to the intended audiences; iv. The different writing styles depending on the intended purpose of the written communication. COURSE DESCIPTION This course is designed to hone your writing skills and enable you to be impactful through written communication. It includes hands-on activities to enable you to have practical experience to becoming an effective communicator in writing. WHO SHOULD ATTEND All professionals who are already required to present ideas in writing and wish to sharpen their business writing skills and t COURSE OUTLINE Module Learning Objectives Preparing to write Analysing your audience Determining the purpose of your document Gathering ideas and facts Brainstorming Researching your topic Establishing your scope Identifying the appropriate information type Determining the appropriate medium Audience Analysis Differentiating between captive & non captive audiences Analysing your audience
  45. 45. 23 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Identifying the characteristics of the audience Assessing the objectives and needs of the audience Creating an audience profile General report writing Understanding the various elements involved in reporting such as narrative, context, audience, content & evidence, and style Appreciating the different reporting spectrums, e.g. reports, magazine articles, newsletters, speeches, stories Formatting your information Organizing your information Create an outline for longer documents Decide how to organize information Revising Readability Revision checklist
  46. 46. 24 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CHANGE 101 DURATION 1 – 2 days OBJECTIVES The only thing constant is change. Yet, it is only human and natural to resist change. In this course, you will learn how to: i. Understand the biological phenomena that prevent us from accepting change and learn to overcome them; ii. Recognise the concepts of chaos theory which focus on reactive, adaptive, and proactive behaviors and lead others from reactive to proactive performance; iii. Employ the critical elements necessary to effectively communicate change to others; and iv. Recognise the symptoms of a team dysfunction because of resistance to change and design an influence strategy for moving others into positive territory. WHO SHOULD ATTEND Young executives, entry-level graduates into the organisation and other young talent COURSE DESCRIPTION In this course, you will learn how to manage both proactive and reactive change. We will look at change from several different perspectives to understand why it’s so difficult to recognize and accept change. That will help you better manage both yours and others’ reaction to change. It includes simulations, role playing activities, and interactive workshops, to give you hands on experience, helping you become an effective change driver in your organisation. COURSE OUTLINE Modules Learning Objectives Introduction Appreciating what change feels like and the importance of embracing change Understanding common reactions to change Integration of change Taking a proactive approach to embracing change rather than allowing the natural human reaction to take over Understanding the change model and steps to bring change into the organisation Anticipating and dealing with reactions to change Understanding chaos theory and how humans adapt to change Barriers to change Acknowledging biases
  47. 47. 25 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. The business of paradigms Appreciating the paradigm of pioneers, shifters, and settlers The role of timing in pushing change through effectively The physiology Understanding our body’s reaction to change through understanding of brain reaction to and bio-chemicals released during change Interpreting physical symptoms resulting from change Handling the physiological impact proactively in comparison with reactively Becoming a Successful Change Agent Bringing yourself and others through change unscathed The nine principles for dealing effectively with change Brainstorming and ‘force field analysis’ to effect positive change Developing a plan to move through change resiliently Making it work for me Developing a personal plan for managing change Ensuring that change is sustainable both individually as well as at an organisational level
  48. 48. 26 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CHAMPIONING THE CHANGE PROCESS DURATION Half Day to 1 day OBJECTIVES With the ever changing and increasingly competitive environment, companies that don’t change with the times are doomed to failure. However, it is also crucial that companies acknowledge that employees need to improve with the progress of the organisation. After all, it is people who see opportunities, discover solutions, and implement improvements. Human assets are pivotal, to the success of any initiative. This course enables you to: i. Understand the continuum of process improvement; ii. Uncover key drivers supporting process improvement; iii. Discover strategies to decrease resistance and stress; iv. Develop a process and approach for coaching; v. Increase understanding of team dynamics and roles; vi. Discover the impact of expectations and motivation; vii. Gain increased alignment of colleagues and customers; viii. Develop a standard communication process; and ix. Use the briefing system to spur process improvement. WHO SHOULD ATTEND Senior leaders in the organisation who can drive, influence and tasked with change COURSE DESCRIPTION This course acknowledges the complexities involved in implementing change. Typical human nature of resisting change coupled with old systems & structures can make reforms a nightmare. This course is designed to equip you with the necessary tools to tackle all aspects of the equation, i.e. processes as well as people’s attitudes. It includes simulations, role playing activities, and interactive workshops, to give you hands on experience, helping you become an effective change driver in your organisation. COURSE OUTLINE Modules Learning Objectives Why change? Appreciating the importance of embracing change and the pitfalls of stagnating Obtaining the desire to become change agents
  49. 49. 27 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Foundations of Change Acceleration Assessing your existing change effectiveness Having an overview of change management tools and techniques Creating A shared Need Using a framework to ensure that stakeholders are effectively engaged via the creation of a shared need or purpose Grasping the WIIFM (What’s in it for me) mindset across all stakeholder groups and determining what message would appeal best to them Learning to generate evidence to prove that change is necessary Mobilising commitment Using CAT tools to create a vision that appeals to both the head & the heart on “Why change?” Being aware of the pitfalls arising from visions that are not shaped properly Appreciating the pitfalls arising from the lack of commitment from all stakeholders Working in teams Recognising the different individual strengths and using personality profiling to discover the most effective personality combinations in teams Learning effective ways to diffuse conflict Rewarding & recognising positive behaviour in teams Monitoring Progress Learning tools for measuring progress on change initiatives and monitoring its effectiveness Systems & structures Understanding the meaning and importance of changing systems and structures to drive behavioural change Assessing current readiness and impact of your project on key areas - Staffing, Competency, Measurement, Reward, Communications and Infrastructure Using CAT tools to effectively change systems & structures Leading change Learning the key areas that leaders need to drive in mastering the change process using the leadership triangle for change Using to CAT tools for Leading Change Building Sustainability Learning tips and techniques to continue the momentum of change Appreciating the importance of enforcing the systems and structures implemented to recognise change behaviour Using tools and techniques to make change last and monitor progress
  50. 50. 28 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CHANGE ACCELERATION & TRANSITION (CAT) DURATION 3 days OBJECTIVE(S) In today’s ever changing world, competitiveness is becoming increasingly reliant on reform. However, change cannot happen without employee buy-in. This course teaches you: i. The importance of embracing change in today’s ever fluid environment; ii. To develop an appreciation for the sensitivities surrounding the “People” factor when implementing reforms; iii. Tools & techniques that will drive lasting improvements in your organisation. WHO SHOULD ATTEND Managers and supervisors who are determined to change things for the better but can’t seem to deal with the natural human resistance against change. COURSE DESCRIPTION This course acknowledges the complexities involved in implementing change. Typical human nature of resisting change coupled with old systems & structures can make reforms a nightmare. This course is designed to equip you with the necessary tools to tackle all aspects of the equation, i.e. processes as well as people’s attitudes. It includes simulations, role playing activities, and interactive workshops, to give you hands on experience, helping you become an effective change driver in your organisation. COURSE OUTLINE Module Learning Objectives Why change? Appreciating the importance of embracing change and the pitfalls of stagnating Obtaining the desire to become change agents Foundations of CAT Assessing your existing change effectiveness Having an overview of CAT tools and techniques Creating A shared Need Using a framework to ensure that stakeholders are effectively engaged via the creation of a shared need or purpose Grasping the WIIFM (What’s in it for me) mindset across all stakeholder groups and determining what message would appeal best to them Learning to generate evidence to prove that change is necessary Mobilising commitment Using CAT tools to create a vision that appeals to both the head & the heart on “Why change?” Being aware of the pitfalls arising from visions that are not shaped properly
  51. 51. 29 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Appreciating the pitfalls arising from the lack of commitment from all stakeholders Monitoring Progress Learning tools for measuring progress on change initiatives and monitoring its effectiveness Systems & structures Understanding the meaning and importance of changing systems and structures to drive behavioural change Assessing current readiness and impact of your project on key areas - Staffing, Competency, Measurement, Reward, Communications and Infrastructure Using CAT tools to effectively change systems & structures Leading change Learning the key areas that leaders need to drive in mastering the change process using the leadership triangle for change Using to CAT tools for Leading Change Building Sustainability Learning tips and techniques to continue the momentum of change Appreciating the importance of enforcing the systems and structures implemented to recognise change behaviour Using tools and techniques to make change last and monitor progress
  52. 52. 30 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CATS – NINE LIVES OF INNOVATION DURATION 2 days OBJECTIVE(S) In today’s dynamic ever-changing business environment, the capacity to innovate is key to staying relevant and competitive. This course enables you to: i. Understand the four basic challenges to innovation and how they affect your ability to innovate; ii. Learn and apply the nine lives of innovation; and iii. Organise innovation methodically so it is more useful to you on a daily basis. WHO SHOULD ATTEND Entry level employees and middle managers who are interested in making innovation part and parcel of their daily lives COURSE DESCRIPTION The workshop is based on the book CATS: The Nine Lives of Innovation and some of the elements are drawn from FISH! and Top Performer. The nine lives of innovation consists of the curriculum for developing our potential and the four basic challenges are the obstacles we must overcome along the way. It includes role playing activities and interactive sessions to give you hands on opportunities to internalise lesson learnt. COURSE OUTLINE Module Learning Objectives Introduction Background and overview on CATS nine lives of innovation Life 1: CATS overcome the clutter of life Quiet Mind – There is a constant conversation going on in most minds that must be quieted in order to find the space for innovation Life Two: CATS are always prepared, especially for the unpredictable Preparation – Innovation favours a prepared mind. The way you organize your experience in the warehouses of your long-term memory can serve you well when it comes time to innovate Life Three: CATS know that innovation isn’t normal Understanding Normal – One way to counter the effects of being normal is to understand how and why we humans have evolved the way we have. There is a reason for the creation called human Life Four: CATS welcome real provocation Real Provocation – To escape from the clutches of what is normal we can provoke ourselves with scenarios, objects, real world observations and stimulation from guided interaction with others Life Five: CATS promote Imaginary Provocation - To escape the containing power the norm we can
  53. 53. 31 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. imaginary provocation stimulate our thinking with mental assaults and imaginary challenges Life Six: CATS say “How fascinating” Fascinating! – A great way to meet failure is with whimsy. “I invested in a start-up and lost everything. How fascinating! What can I learn from this?” Life Seven: CATS fail early and well Quick Prototyping – Fail early and fail well in order to succeed at innovation Life Eight: CATS pounce on change Managing Change – All innovation is change. Need we say more? Life Nine: CATS love CAT Wranglers Herding Cats – The job of the CAT Wrangler is to herd cats through a labyrinth called change. To maximise the innovation that resides within us all a special form of leadership is required. It’s called Cat Wrangling and those who practice at it are called Cat Wranglers – they understand natural energy and how to lead other CATS to innovation.
  54. 54. 32 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. COMMUNICATING EFFECTIVELY DURATION 1 day, extendable to 2 days OBJECTIVE(S) Good communication skills ensure efficiency by minimising chances of misunderstanding. This course teaches you how to: i. Build trust and gain respect from your co-workers; ii. Adapt your communication style according to your audience and situation; iii. Minimise miscommunication; and iv. Foster better relationships and understanding amongst your colleagues. WHO SHOULD ATTEND People of all levels who are looking to strengthen their working relationships through improved communication skills. COURSE DESCRIPTION This course gives you a holistic view of communication, including non-verbal communication. It includes simulations, role-playing activities, and interactive workshops. It also gives you the opportunity to gain practical experience in communicating effectively. COURSE OUTLINE Module Learning objective(s) Building the Communication Model Helps you understand that each person has different perceptions and the importance of respecting differences Illustrating how easy it is for miscommunication to happen 6 assumptions Understanding & reading the other party better Learning to adapt communication style to remain in control Sensory acuity Learning to read people through observing 5 crucial features Rapport building Understanding key elements necessary in building rapport Representation systems Discovering your 4 representational systems Identifying the representational systems of the person whom you’re communicating with & how to communicate effectively with them Tone patterns Using variations in tonality to communicate effectively
  55. 55. 33 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Observing eye patterns Reading the thinking pattern of a person through eye movement – adapting communication style accordingly to reduce/eliminate resistance Conversational tools Learning to build rapport by asking the right questions Active listening Harnessing listening skills to minimise misunderstandings Mediums of communication Learning pros and cons of using different mediums of communication (e.g. verbal, written, sms, email, etc.) in different situations Power of intent Being sincere when you speak is everything
  56. 56. 34 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. COMMUNICATION 101 DURATION 1 day OBJECTIVES Good communication skills ensure efficiency by minimising chances of misunderstanding. This course helps you: i. Have a better understanding of the communication process; ii. Identify communication barriers; iii. Validate if the communication exchange has been successful; and iv. Communicate effectively through the various communication channels and in different contexts. WHO SHOULD ATTEND Young talent, entry-level employees, junior executives and high potential young leaders COURSE DESCRIPTION This course gives you a holistic view of communication, including non-verbal communication. It includes simulations, role-playing activities, and interactive workshops. It also gives you the opportunity to gain practical experience in communicating effectively. COURSE OUTLINE Module Learning objective(s) Introduction Defining the communication process Appreciating the barriers to communication Understanding the stages of the Communication Process: Sender, Message, Channel, Receiver, Feedback and Context Communicating effectively through email Understanding when to email and when verbal communication is preferred / recommended Appreciating the pros and cons of using email as a communication channel Learning effective processes for effective email communication Telephone communication The Art of Listening: Expect to Spend 50% of Your Time in Active Listening Passive vs. Active Listening Avoiding “Mind-Drift” International communication Appreciating the role of cultural differences when communicating with internationals
  57. 57. 35 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Chairing effective meetings Understanding the importance of agenda development Knowing when items and issues need to be delegated to offline follow up meetings Business letter writing Learning the basics of writing appropriate business letters
  58. 58. 36 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. COMMUNICATION SKILLS (USING NLP) DURATION 2 days OBJECTIVE(S) Good communication skills ensure efficiency by minimising chances of misunderstanding. This course teaches you how to: i. Build trust and gain respect from your co-workers; ii. Adapt your communication style according to your audience and situation; iii. Minimise miscommunication; iv. Foster better relationships and understanding amongst your colleagues; v. Discover what motivates different team members; vi. Develop advanced thinking skills; and vii. Create and maintain a resource self-image; WHO SHOULD ATTEND Senior managers who would like a better appreciation of the subtle non verbal signals that inevitably affect the quality of communication COURSE DESCRIPTION This course gives you a holistic view of communication (internal & external), including non-verbal communication. It includes simulations, role-playing activities, and interactive workshops. It also gives you the opportunity to gain practical experience in communicating effectively. COURSE OUTLINE Module Learning objective(s) Communication Model Helps you understand that each person has different perceptions and the importance of respecting differences This section forms the foundation of everything that is to be learnt. Presuppositions Fundamental assumptions to be installed and treated as beliefs because of resourcefulness. 11 Principles of Goal Setting The difference between goals you achieve and goals you don’t achieve, and how to always achieve them! Ask to bring clarity to your (and somebody else’s) goals.
  59. 59. 37 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Rapport building Understanding key elements necessary in building rapport Learn how to create instant liking and agreement even with people you don’t really know and people you don’t like (or who don’t like you!) Representational Systems Our senses represent internally the information we receive from the world. It’s our encoding. Become aware of how our senses are represented internally in the nervous system Discover how our minds have an influence on our physical response (whether we are conscious of the process or not) Learn how to use this to create instant rapport and mutual agreement Eye Patterns Reading the thinking pattern of a person through eye movement – adapting communication style accordingly to reduce/eliminate resistance Identify and learn how the eyes reflect a person's real thoughts Find out how to increase creativity, flexibility and learning by using the eye patterns. Sensory Acuity Learning to read people through observing 5 crucial features Submodalities Learn the secret programming software of your mind Discover your brain’s inner encoding mechanism and take control Remove unwanted behaviours using Submodalities Learn to create a sequence of instructions to modify undesirable beliefs and emotions Tone patterns Using variations in tonality to communicate effectively Conversational tools Learning to build rapport by asking the right questions Language Patterns Our words reveal our intellectual attributes and personal characteristics Words are unconsciously chosen and they have a special meaning for each person Recognize types of personalities behind different types of words, and build instant rapport Learn to use abstract language to achieve instant agreement Challenge and overcome objections elegantly 3 important questions to reveal specific information about any hidden subject Basic Anchoring Another secret to controlling feelings and state of mind Active listening Harnessing listening skills to minimise misunderstandings Mediums of communication Learning pros and cons of using different mediums of communication (e.g. verbal, written, sms, email, etc.) in different situations Power of intent Congruency is determined by our intention and our communication.
  60. 60. 38 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CONDUCTING EFFECTIVE MEETINGS DURATION 1 day OBJECTIVES Do your meetings seem to get easily derailed? Do they go off on tangents, get bogged down in minutia, spend too much time on one topic at the expense of another, get embroiled in personality conflicts, or simply run over time? This course helps you: i. Understanding how to professionally “Manage and Facilitate Effective Meetings” in order to achieve set meeting objectives through professional facilitation techniques; ii. Identifying how difficult behaviour negatively affects people and business, particularly within meetings; and iii. Learn how to professionally deal with difficult situations. COURSE DESCRIPTION More and more, our productive work time is consumed by the need to attend meetings. It has been estimated that at least a quarter of a managers work time will be spent in meetings. This is significant, and this is why it is important for Staff, Managers and Meeting Chairperson to be skilled at facilitating concise and constructive meetings. This course is designed to improve your facilitation skills by equipping you with the necessary theories/concepts. It also includes simulations, role-playing activities, and interactive workshops. You will also have the opportunity to gain practical experience and receive constructive feedback. WHO SHOULD ATTEND Middle managers who would like to conduct meetings more efficiently and achieve higher productivity levels at meetings COURSE OUTLINE Module Learning objective(s) What is facilitation? Understanding the role of the facilitator and the facilitation process Appreciating the need to have the right mindset and characteristics in being an effective facilitator The role of planning Using a checklist to plan effective meetings which includes criteria such as defining meeting objectives, creating the participant list, establishing roles, developing agenda, identifying background materials, and planning the meeting space Executing productive meetings Learning how to: i. Set expectations ii. Manage time
  61. 61. 39 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. iii. Establish ground rules Dynamics of group interaction Understanding the different stages involved in a discussion Learning to assume different roles at different stages of the discussion/ meeting Positions vs values/interests Decision making tools Learning different tools available for decision making purposes such as: i. Consensus decision making ii. Consultation iii. Prioritisation Techniques Learning how to use different facilitation techniques such as: i. Breakout groups ii. Active listening iii. Asking questions iv. Paraphrasing v. Summarising vi. Synthesising vii. Negative polling viii. Boomeranging ix. Restating the purpose x. 3 step intervention xi. Labelling sidetracks xii. Parking lot xiii. Mirroring xiv. Remaining neutral xv. Flip chart note taking
  62. 62. 40 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CONFLICT MANAGEMENT DURATION 1 day OBJECTIVE(S) Conflict and tension is an integral part of working life. Though each conflict may be unique, all conflicts share common elements. This course teaches you to: i. Discover the root sources of conflict and the importance of addressing them effectively ii. Learning our conflict response styles and how we should use different styles in the right context iii. Learning effective interpersonal skills that are critical to conflict resolution iv. Understanding difficult people and how we can effectively work with them to achieve corporate goals v. Effectively manage emotions in order to create and sustain a positive environment to resolve conflicts WHO SHOULD ATTEND Executives and managers who are constantly caught in high stress, high tension environments and those who need to diffuse conflicts as an independent party. COURSE DESCRIPTION This course teaches you techniques on how to prevent conflicts from arising, detect conflicts in their initial stages and ensure they don’t escalate, diffuse conflicts, and ensure a positive working environment. It also includes simulations, role playing activities, and interactive workshops to give you practical experience. COURSE OUTLINE Module Lesson(s) Sources of Conflicts Understanding the different roles we need to play to handle conflict effectively Identifying and understanding the root causes of most workplace conflicts Learning the barriers that causes conflicts to escalate Learning the 4 conflict quadrants and why healthy organisations should have an open disclosure-address-feedback environment. Learning how to effectively bring out conflicts for resolutions Ensuring conflicts don’t turn bitter Conflict Response Styles Understanding the 5 major conflict response styles of avoiding, accommodating, compromising, collaborating and dominating Appreciating the challenges in achieving personal goals vs developing relationships Learning effective interpersonal skills for resolving conflicts effectively
  63. 63. 41 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Working with Difficult People Understanding the types of difficult people we encounter Learning the powerful competency of having good people skills in dealing with tough people Learning effective skills that will bring about effective collaboration with difficult people Managing Emotions in Conflicts Learning the conflict response process Understanding the causes and consequences of responding with negative emotions Learning principles to gain emotional control in order to resolve conflicts objectively
  64. 64. 42 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. CULTIVATING A CUSTOMER CENTRIC MINDSET DURATION 1 day OBJECTIVE(S) Businesses are increasingly recognizing that, to be successful, they must place a high value on both their customers and customer care professionals. This course teaches you how to: i. Build the business case for customer experience investment ii. Assess the organisation’s customer experience iii. Develop a customer experience strategy iv. Develop the organisation’s customer experience culture - using proven Change Management tools –specific to the Financial Services industry WHO SHOULD ATTEND Managers who need to cultivate a customer centric environment in their organisations and instil a customer service mindset in their employees. COURSE DESCRIPTION The programme is heavily oriented towards practical experience through live customer contact management and internships. It also provides you with frameworks and skills on achieving sustainable long term relationships with your customers. It includes simulations, role playing activities, and interactive workshops to give you practical experience. COURSE OUTLINE Module Learning Objectives Engineered Customer Experience Management i. Engineered CEM Basics ii. Engineered CEM Optimization iii. Engineered CEM Delivery iv. Design Your Own Engineered Experience Define your target customer segments Critical and essential Identify and evaluate the importance of sub-processes The magic touch Factor your target brand values into an experience process Peak and end Design and manipulate the effective peak and end experiences Brand values, critical needs and effective experience Less is more: allocate your resources in an effective way Put PPG (Pleasure-pain Gap) in action Develop your own Engineered experience Touch Point Management v. Characteristics of Online touch-points Contact center touch-points Face-to-face touch-
  65. 65. 43 *Note: Course outlines can be customised according to customer requirements and changes in industry trends. Contemporary Touch-points vi. Managing Touch-points By Value Drivers vii. Optimizing A Single Touch- point viii. Synergizing Multiple Touch- points points Marketing communications touch-points Love and hate drivers MOT of a touch-point experience Delivering your value propositions through touch-points Differentiating your touch- point experience Benefits of optimizing a single touch-point Step-by-step guide to optimize a single touch-point experience Principles for resources allocation on a single touch-point Design the target performance level of a single touch-point Strategic advantages of synergizing multiple touch-points A systemic approach to synergize multiple touch-points experience Principles for resources allocation on multiple touch-points Design different target performance levels of multiple touch-points. CEM Implementation i. CEM Gap Analysis ii. CEM Capabilities iii. CEM Measurement & Metrics iv. Close-loop CEM Management System Assess the current performance level of multi-channels touch-points Identify the performance gaps between target and current experiences Assess the performance gaps across multiple touch-points Address the performance gaps with new core capabilities People capabilities – change management, leadership, recruitment, training and performance system Process capabilities – business process stream-line, redesign and re-engineering Product capabilities – pricing, costing, product development and product mix Technology capabilities – software, hardware, platform, integration and compatibilities Develop roadmap for phased implementations and pilot projects Set performance metrics and key performance indicators Monitor and assess the performance level of multiple touch-points in delivering target experience Measuring ROI of CEM. Customer experience assessment and evaluation model Customer experience strategy model (operations, branding, analytics) Touch-point planning model (framework, tools) Customer experience implementation model (designing and managing an experience-centric organization).

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