GLOBALINX CORP. - Global Business Skill Seminars

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GLOBALINX business skill seminars combine step-by-step interactive lectures, workshops and role-plays to help the participants quickly learn and apply business communication skills and techniques in a realistic and supportive environment. Seminars can be facilitated in English or Japanese, and focus on the essential communication and business skills necessary to work in a global business environment. Participants also receive continued support after the seminar to encourage and support them to transfer the skills and techniques learned to their everyday working environment.

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GLOBALINX CORP. - Global Business Skill Seminars

  1. 1. InternatIonal traInIng Consultants Develop externally~grow Internally Global Business Skills Seminars and Services Globalinx Corp International Training Consultants Since 1968 Developing High Potential People for Global Business
  2. 2. GLOBALINX CORP. Contents Global Business Skills Global Business Skills Table of Contents Seminar Overview................................................................................4 Training & Study Flow ...........................................................................6 General Information ............................................................................7 Seminar Matrix ......................................................................................8 Seminar Level .....................................................................................10 Presentation Skills ...............................................................................12 Global Communication Skills ............................................................16 Meeting Skills .....................................................................................20 GLOBALINX specializes in developing com- グローバルな環境下で働く方々のコミュニケーションやマ munication and management skills for people ネジメント力の向上をお手伝いし、 ポテンシャルの高い国 Logical Thinking ..................................................................................24 working in global business environments. We 際企業人を育てるのが私たちの仕事です。 ビジネスの経 provide a comprehensive range of training 営的 戦略的ニーズに合致した総合的包括的な レーニ ・ ト seminars and ングを提供しています。異なる文化背景を持つ人々によ Customer Service ...............................................................................28 employee development programs linked るチームやプロジェクトを成功に導くための真の効果的 directly to the operational and strategic needs なコミュニケーション力 マネジメン ・ ト力の強化 向上を目 ・ Negotiation Skills ................................................................................32 of your business. We aim to develop the 指しています。 true potential of employee in order enhance their ability to communicate effectively, and トレーニングの領域は、管理者のためのマネジメント力向 PC Applications .................................................................................36 上プログラム、海外赴任前トレーニング、社員のビジネス successfully manage multi-cultural business 及びコミュニケーシ ・ ョン スキルの向上、多文化プロジェク teams and projects. Published books .................................................................................37 Our specialized areas include; executive トチームで働くための導入プログラム、個人と組織のコミ management development programs, pre- ュニケーション開発プログラム、など多岐にわたります。 departure training for managers and customer これら レーニングは、 ト ビジネスの経営的 戦略的ニーズ ・ eLearning Programs ..........................................................................38 support staff, developing employees’ business に応じて社内トレーニングプログラムやコーチングなどに and communication skills, preparing employ- カスタマイズされ提供されます。 Company Profile ................................................................................40 ees to lead and work in multi-cultural project teams, and improving individual and organiza- GLOBALINX Main Clients ........................................................................................41 tional communication. We provide tailored, in house training pro- Tel. 03.5297.8243 Fax. 03.5297.8689 grammes and coaching sessions linked Email: info@globalinx-itc.com directly to the operational and strategic needs URL:: www.globalinx-itc.com of your business. 2 www.globalinx-itc.com www. globalinx-itc.com 3
  3. 3. Seminar Overview Seminar Overview Global Business Skills Global Business Skills BusIness ChaLLenge geneRaL InfORMatIOn Menus Developing business communication skills to a level target Participants native Instructor and Role-Player suitable for international business is one of the biggest Employees working in or preparing to work in global Recommended for participants that are working in challenges for business people working in global busi- business environments. Including managers, engi- global business environments or are expected to begin ness environments. neers, sales and support staff, administration, and working in global business environments in the near other related business areas. future. Minimum recommended TOEIC: 600 solution This series of seminars combine step-by-step interac- tive lectures, workshops and role-plays to help partici- additional services pants quickly learn and apply business communica- Globalinx also provides the following services to Japanese Instructor - native Role-Player tion skills and techniques in a realistic and supportive enhance the productivity of our client’s international Recommended for participants that are preparing to environment. Seminars are can be facilitated in both staff: begin working in global business environments. English and Japanese, and focus on the essential com- • Pre-Departure preparation training Minimum recommended TOEIC: 500 munication and business skills necessary to work in a • Overseas candidate assessment global business environment. Participants also receive continued support after the seminar to encourage seMInaRs • Individual program design Japanese Instructor and Role-Player and support them to transfer the skills and techniques • Communication interview assessment Recommended for participants that need to develop learned to their everyday working environment. Presentation Skills • Individual after training assessment their business communication skills in Japanese. Participants learn how to prepare and deliver effective Minimum recommended TOEIC: N/A business presentations that meet the needs and ex- • Follow-up training recommendations Organizational Benefits pectations of international audiences. • Presentation design, coaching and consulting • Employees acquire a practical business commu- nication skills and techniques. Global Communication Skills specialized Languages Participants learn fundamental assertive communica- Recommended for participants that are working in or • Employees develop the confidence and ability to tion skills and techniques to help them communicate schedules preparing to begin working in specific countries. communicate their ideas and opinions. clearly and effectively in multicultural business envi- Schedules can be adapted to meet the client and par- GLOBALINX works with various associate trainers and • Employees gain skills for presenting information ronments. ticipants’ requirements and working conditions. Below organization in Japan and throughout the world to pro- clearly and logically. are some common configurations: vide seminars for client’s needs. Recent example include Meeting Skills • Employees gain the skills, techniques, and con- • Two day basic seminar (6 - 10 participants); can requests for seminars in Chinese, Spanish, and French. Participants will learn how to prepare, conduct, and fidence to actively participate in business meet- be two consecutive days or a split schedule We can also provide post arrival training and role-play- fully participate in all kinds of business meetings, ings. • Three day seminar (6 - 10 participants); includes ers from different nations including, China and India. including teleconferences. • Employees develop effective negotiation skills to detailed case study and additional role-play Logical Thinking practice help them manage and conduct successful busi- Participants learn skills and techniques to solve ness negotiations . • Blended program - E-learning pre-study with problems and explore opportunities more logically. follow-up practical workshops Customer Service Skills • Customized in-company seminars (flexible) Participants learn a simple process and techniques for • Split-schedule seminars (contact Globalinx for maximizing customer satisfaction in any situation. more information) Negotiation Skills • One day open seminar (off site; at Globalinx loca- Participants learn how to analyze and plan business tion) negotiations, and how to effectively conduct meet- ings by taking control of negotiation meeting process. 4 www.globalinx-itc.com www. globalinx-itc.com 5
  4. 4. Training & Study Flow General Information Global Business Skills Global Business Skills Prepare • Pre-study material is provided for each participant. Methodology • Each participant studies at a time, place, and pace suitable for them, using Our training approach is interactive and participative, Before ensuring all participants play a full part in the learning pro- bilingual workbooks. cess, thereby making the training experience stimulating, Pre-Assignment • Participants email a short pre-assignment directly to the instructor for prelimi- enjoyable, and effective. We emphasize building confi- nary assessment and immediate feedback. dence and developing practical business communication skills and techniques. The seminars are taught using a combination of interac- Interactive Lecture • Participants receive multimedia classroom instruction, delivered at a pace that tive multimedia lectures, case-study workshops and group learning activities, video skits, video recorded role-plays, is comfortable, yet challenging, for them. and instructor and peer review and analysis. Each seminar • Questions are answered immediately by qualified trainers. is structured using a simple, step-by-step approach to help Exercises • Topics are broken down into manageable learning points which are made the participants quickly understand and apply new skills. familiar through short exercises. Modular Design Feedback • Participant get instant feedback from instructors and fellow students. Materials Our seminars are modular in design, using a consistent for- All seminars are accompanied by workbooks, videos, slides mat and layout, which means that they can be combined and textbooks written and developed 100% in-house by to create complete, intensive training programs. These Workshops • Participants assemble skill sets in preparation for full-blown role-plays based Globalinx. We adapt the latest, most up-to-date Business programs may be used for various purposes, such as pre- on realistic business scenarios. Communication and theories to suit our clients’ specific departure, post-arrival, or new employee training. Classroom business needs and training objectives. Role-plays • Participants practice each skill set in a safe environment. GLOBALINX workbooks are written in both English and Instructors • Scenarios are customized for the client’s specific business requirements. Japanese and use graphics, flow charts and diagrams Instructors are all experienced busineespeople; each with • Role-plays are recorded on video. wherever possible to illustrate difficult concepts or proce- a minimum of 15 years international business experience dures. Observation • Participants observe and learn from each other. and at least10 years corporate training experience. This • Participants are given evaluation checklists to assess and guide their feedback means that you will receive an excellent balance of special- activity. ization and business acumen. Video In addition to our core team of instructors, we also have Feedback • Participant given immediate feedback. All of our seminars use video recorded role-plays, to allow a strong network of external instructors and consultants, learners to quickly identify points for improvement and see • Instructors facilitate a group feedback session. and a collaborative relationship with training organizations their progress. • Instructor feedback is recorded on video for action planning. worldwide. Video Review & • Participants watch their own performance and evaluate it against a checklist Customized training Self Evaluation of targets. Whenever possible, client-specific examples are used as Blended Learning references, role-plays, and case-study material. This serves To maximize the participants learning and seminar experi- Repeat Process • Seminar contains 3 or 4 interactive lectures, focussing on key learning areas. to reinforce and complement the learning experience, and ence, we use a blended learning approach through the help the participants to quickly and effectively implement use of CD-ROMS, pre-study textbooks, interactive e-mail the new skills into their real working environment. instruction, and online training programs. Because our seminars are developed in-house, existing Action Plans • Participants create action plans for future study and practice activities. seminars can be quickly adapted, or new seminars devel- Pricing • Action plans are recorded for follow-up and progress checks. oped, to address specific company needs. Please contact the Globalinx office for a quotation. Follow-up After • Follow-up study and review materials are provided. Tel. 03.5297.8243 Fax. 03.5297.8689 • An online graduates forum is available for peer consultation. Email: info@globalinx-itc.com • Performance improvements are measured using peer review, customer satis- URL: www.globalinx-itc.com faction, or other appropriate metrics. • Recommendations are made for further study and practice. 6 www.globalinx-itc.com www. globalinx-itc.com 7
  5. 5. Seminar Matrix Seminar Matrix Global Business Skills Global Business Skills Advanced Program Area Basic Advanced - Leadership Program - Risk Management Executive Management - Global Executive - Coaching & Mentoring - Global Management Development Program - Teamwork Project Management - Facilitation - Multicultural Team - Stakeholder Management - Negotiation Communication Human Resources - Performance - Workplace Discipline - Workplace Discrimination Management Management - Recruitment and Harassment - Customer Service - Contract Negotiation - Global Com. Skills - Logical Thinking - Integrated Business Skills Global Business Skills - Presentation Skills - Meeting Skills - Negotiation Skills - New Employee - Assertive Mind and Skills - Pre-Departure Training Global Mind and Skills Training - Cross-Cultural Awareness - Diversity Training ? - eLearning Programs - Business Writing - Effective English Language Development ! Study Skills - Blended Programs - E-Mail Writing Basic 8 www.globalinx-itc.com www. globalinx-itc.com 9
  6. 6. Global Business Skills Global Business Skills Global Business Skills Global Business Skills Seminar Level Contents advanced Presentation Skills .............................................................. 12 Contract Negotiation Skills Global Communication Skills ........................................... 16 Negotiation Skills Meeting Skills .................................................................... 20 Customer Service Logical Thinking ................................................................. 24 Logical Thinking Customer Service ............................................................. 28 Teleconference Skills Negotiation Skills ............................................................... 32 PC Applications ................................................................ 36 Meeting Skills Published books ................................................................ 37 Global Communication Skills Presentation Skills Assertiveness Mind and Skills basic 10 www.globalinx-itc.com www. globalinx-itc.com 11
  7. 7. Presentation Skills Presentation Skills Global Business Skills Global Business Skills Training Theory Training Objectives This seminar introduces a proven three-step methodology that ensures participants quickly learn and The overall objective of this seminar is to ensure that all participants can prepare and deliver effective understand the principles of effective presentations, and the opportunity to apply and develop their business presentations in English. presentation skills through practice and critical analysis of their style and ability. Process, Techniques, and Benefits The seminar introduces presentation methods, techniques, and processes, as well as English language for effective business presentations. Presentation Analysis • Consider the Audience Presentations are focused on the audience’s needs and expectations. • Define Objectives Clearly defined purpose and appropriate style achieves business objectives. • Develop Content Logically structured content around key points with significance and benefits. Write the Presentation • Begin Powerfully The audience clearly understands the benefits of listening to the presentation . • Present Logically The audience can easily follow, understand, and remember. • Maintain Audience Interest The audience maintains high attention level throughout the presentation. • Use Visual Aids Information is clearly communicated and easy to remember. Step One: Presentation Analysis • Finish Powerfully The audience understand the key points and Participants learn how to analyze their audience and recognize the needs and expectations of an the action they need to take. international audience. They learn how to clearly define the objective of their presentations and develop the content of their presentations to meet the needs and expectations of their audience. Practice and Deliver • Practicing Techniques Presenters gain more confidence and Step Two: Write the Presentation communicate appropriate information. Participants learn how to gain the interest and attention of the audience, present information logically, make their information interesting and relevant to their audience, design visual aids that clearly communicate mes- • Delivery Skills Presenters communicate clearly and sages that easy to remember, and how to conclude their presentation powerfully. confidently with audiences of any size. Step Three: Practice and Deliver • Handling Questions Presenters respond concisely and confidently Participants learn how to practice their presentation and increase their confidence, how to use their voice, to questions. eye contact, posture, and gestures to present clearly and confidently, and a simple three-step technique that helps them answer questions concisely and confidently. 12 www.globalinx-itc.com www. globalinx-itc.com 13
  8. 8. Presentation Skills Presentation Skills Global Business Skills Global Business Skills Example Schedule Sample Workbook Practical example visualizing Day 1 Process and techniques key learning point and process Key learning point AM Seminar Introduction and Overview Participant’s Presentations • Seven-Minute Presentation • Instructor’s Comments and Critique • Video Recording Lecture 1 - Presentation Analysis PM Workshop • Presentation Self-Evaluation and Review • Presentation Analysis Workshop Lecture 2 - Write the Presentation Workshop • Write the Presentation • Presentation Analysis Workshop Day 2 AM Lecture 3 – Practice and Deliver • Practicing Techniques • Delivery Skills • Handling Questions Impromptu Speaking Exercises Workshop • Practice Presentations PM Participant’s Presentations Reference to support text Supported by instructor’s • Seven-Minute Presentation book material powerpoint slide example • Peer and Instructor’s Comments and Critique • Video Recording Workshop • Presentation Self-Evaluation and Review • Presentation Analysis Workshop Seminar Review: Lessons Learned 14 www.globalinx-itc.com www. globalinx-itc.com 15
  9. 9. Global Communication Skills Global Communication Skills Global Business Skills Global Business Skills Training Theory Training Objectives This seminar introduces effective communication skills and techniques that help participants develop their The objective of this seminar is to ensure that all participants recognize their personal communication style, active listening and assertive communication skills in English. These skills are practiced and developed and can express their ideas and opinions clearly and appropriately in everyday business situations. through interactive lectures, role-plays, and critical analysis of participant’s communication style and ability. Process, Techniques, and Benefits The seminar introduces effective business communication skills to help participants communicate clearly and appropriately in international and multicultural business environments. Communication • Passive Participants recognize the characteristics of Styles passive communication and the effect passive communication has on other people. • Aggressive Participants recognize the characteristics of aggressive communication and the effect this has on other people. • Assertive Participants understand the true meaning of assertive and the positive effect it has on other people. Participants learn to communicate self- respect whilst showing respect for other people. Communication • Typical Difficulties Participants learn to recognize and become Difficulties aware of their communication difficulties and how they modify their communication and behavior to deal with difficult situations. Lecture One: Communication Style Communication • Active Listening Participants learn to express their understanding Techniques using appropriate listening techniques Understanding the basic concept of assertiveness and recognizing different communication styles. that promote better communication and Participants learn how to recognize passive, aggressive, and assertive behavior and language, and how to understanding. modify their communication style to a more assertive style. • Asking Questions Understanding the power of questions to Lecture Two: Communication Techniques promote better understanding and acquire Practical communication skills and techniques to help participants communicate assertively and become information helps participants to ask the right more effective in dealing with everyday business situations in the global work place. Key skill areas include: questions at the right time. • ACTIVE LISTENING: Techniques that are comfortable for native speakers and avoid misunderstandings. • Communicating Assertively Participants are empowered to communicate • ASKING QUESTIONS: Appropriate questions for requesting and understand information. their opinions in an appropriate and assertive • COMMUNICATING ASSERTIVELy. Skills and techniques for communicating clearly and directly in an manner that encourages others to do the same. appropriate manner respecting the rights, needs and opinions of others. 16 www.globalinx-itc.com www. globalinx-itc.com 17
  10. 10. Global Communication Skills Global Communication Skills Global Business Skills Global Business Skills Example Schedule Sample Workbook Day 1 Example phrases Process and techniques AM Seminar Introduction and Overview Key learning point Lecture 1: Communication Styles • Aggressive - Passive - Assertive • Identify Communication Styles • Common difficulties and frustrations Workshop • Evaluation communication Styles PM Lecture 2 - Communication Techniques • Active Listening • Assertive Communication Techniques • Avoiding Dangerous Words Role-Play • Practice Communication Skills • Video Recording Workshop • Self-Evaluation and Review Day 2 AM Role-Play • Practice Communication Skills • Video Recording Workshop • Self-Evaluation and Review PM Role-Play • Practice Communication Skills • Video Recording Key points translated into participant’s native language Practical written exercise to Workshop internalize learning point • Self-Evaluation and Review Seminar Review: Lessons Learned 18 www.globalinx-itc.com www. globalinx-itc.com 19
  11. 11. Meeting Skills Meeting Skills Global Business Skills Global Business Skills Training Theory Training Objectives This seminar introduces business meeting skills and techniques for facilitating and participating in business The overall objective of this seminar is to ensure that all participants can effectively facilitate and meetings conducted in English. Participants practice and develop their business meeting skills through role- participate in business meetings conducted in English. play simulation, and critical analysis of their communication, participation, and facilitation style. Process, Techniques, and Benefits The seminar introduces effective communication skills and techniques for both participation and facilitation of business meeting conducted in English. Communication • Active Listening Participants learn to express their understanding using appropriate listening techniques that promote better communication and understanding. • Asking Questions Understanding the power of questions to promote better understanding and acquire information helps participants to ask the right questions at the right time. • Communicating Assertively Participants are empowered to communicate their opinions in an appropriate and assertive manner that encourages others to do the same. Participation • Preparing Meetings are more productive and run more efficiently when participants are well prepared. Lecture One: Communication Techniques Practical communication skills and techniques to help participants actively participate in business meeting. • Participating Active participation promotes higher levels of Key skill areas include: understanding and recognition of individual • Active Listening: Techniques that are comfortable for native speakers and avoid misunderstandings. needs and opinions. This results in better • Asking Questions: Appropriate questions for requesting and understanding information. decisions and more efficient task completion. • Communicating Assertively. Skills and techniques for communicating clearly, directly, and appropriately. Lecture Two: Preparing and Participating • Taking / Publishing Minutes Minuted meetings clearly communicate and Participants learn how prepare for business meetings, and techniques to actively participate and make a document decisions and actions for participants positive contribution to various kinds of business meetings. Key skill areas include: and mangers to act upon. • Preparing appropriate presentation material and handouts. • Preparing questions, opinions, notes, and ideas. Facilitation • Planning and Preparing Good planning and preparing results in • Techniques for participating and making positive contributions to various kinds of business meetings. successful meetings that efficiently achieve business objectives. Lecture Three: Planning, Preparing and Facilitating • Conducting A well facilitated meeting encourages Participants learn how to plan business meetings, and special considerations for planning and preparing participation and efficiently achieve tasks through international teleconference meetings. Key skill areas include: a clear process and appropriate guidance. • Planning the appropriate style of meeting and setting SMART meeting objectives • Preparing agendas, assignments, and attachments. • Process techniques and communication skills to effectively facilitate and lead group meetings. 20 www.globalinx-itc.com www. globalinx-itc.com 21
  12. 12. Meeting Skills Meeting Skills Global Business Skills Global Business Skills Example Schedule Sample Workbook Day 1 Example phrases Method and process AM Seminar Introduction and Overview Lecture 1 - Communication Techniques Key learning point • Active Listening • Asking Questions • Communicating Assertively Role-Play • Practice Communication Skills PM Lecture 2 - Participating • Preparing • Participating Techniques Role-Play • Communication and Participation • Video Recording Workshop • Self-Evaluation and Review Day 2 AM Lecture 3 - Planning and Preparing Lecture 4 - Facilitating Role-Play • Group Meetings • Video Recording Workshop • Group Review - lessons Learned PM Lecture 5 - Teleconferencing Role-Play Professional resources introduced Small group exercise to • Teleconference Meetings internalize learning and • Video Recording practice new methods Workshop • Group Review - lessons Learned Seminar Review: Lessons Learned 22 www.globalinx-itc.com www. globalinx-itc.com 23
  13. 13. Logical Thinking Logical Thinking Global Business Skills Global Business Skills Training Theory Training Objectives This seminar adopts a structured problem solving process used by global consultants, and puts The overall objective of this seminar is to give all participants the knowledge, skills and techniques to participants in the “driver’s seat” to solve and explore real business cases, in their own industry. solve problems and explore opportunities more logically, determine relevant information and organize it in logical frameworks, and communicate logically to get buy-in from key stakeholders. Process, Techniques, and Benefits The Logical Thinking and Communication seminar introduces skills for solving problems and exploring opportunities logically, and techniques to communicate the solution logically. Framing the • Situation Clarify the background facts; establish where we are now. Problem (SCOPE) • Complication Uncover what triggered the problem or opportunity. • Objectives Determine the target or goal; where we want to be. • Problem Statement Frame the problem, to go from where we are to where we want to be. • Executive Understand the decision maker who can execute the solution. Determining • Brainstorming Diagnose the situation; see the big picture. Issues • Logic Trees Visualize ideas logically. • MECE Structure ideas logically. • Classic Frameworks Review classic logical frameworks. Framing the Problem Analyzing & • Quantitative and Analyze issues both quantitatively and qualitatively. • Clarifying the background situation so we know where we are now. Consolidating Qualitative Analysis • Determining the trigger that led to the problem or opportunity. • Primary and Secondary Review secondary research; conduct your own primary • Setting the objectives or targets so we know where we want to be. Research research. Determining Issues • Types of Analysis Explore a variety of sources of research and analysis. • Determining the causes of the problem, or circumstances leading to the opportunity. • Generating all possible solutions. • Hypothesis Trees Form a hypothesis; determine conditions to test it. • Organizing the ideas in logical frameworks to generate more ideas, establish connections between • Decision Matrices Determine criteria, prioritize, and evaluate options. ideas, and recognize logical patterns. Analyzing & Consolidating • Consolidating Analysis Filter information to consolidate the analysis to the final • Deciding the direction for analysis and research. solution. • Form the hypotheses and determine the conditions to test them. Communicating • Communication Pyramids Structure the solution logically into a recommendation. • Establish and prioritize criteria to evaluate options. Logically • Logical Elevator Summary Refine the main message to produce a logical summary. Communicating Logically • Structure the solution logically, depending on the content, objectives and key decision makers. • Inductive vs Deductive Develop logical support for the solution. • Support the recommendation logically with both inductive and deductive reasoning. • Building an Argument Develop a persuasive argument. • Build an argument to produce a sound, persuasive recommendation 24 www.globalinx-itc.com www. globalinx-itc.com 25
  14. 14. Logical Thinking Logical Thinking Global Business Skills Global Business Skills Example Schedule Sample Workbook Day 1 Method and process AM Seminar Introduction and Overview Key learning point Lecture 1 – Framing the Problem Case-study: Framing the Problem • Produce SCOPE worksheet Lecture 2 – Determining Issues • Logic Trees Case-study: Determining Issues • Produce data-driven logic tree (why and how) PM Lecture 3 – Analyzing & Consolidating Case-study: Analyzing & Consolidating • Produce hypothesis tree or decision matrix • Consolidate analysis Lecture 4a – Communicating Logically (Logical Structuring) Case-study: Communicating Logically • Structure your solution • Present Solutions Lessons Learned Day 2 AM Case-study: Framing the Problem Clarify the SCOPE Case-study: Determining Issues Choose framework, and produce logic tree Case-study: Analyzing & Consolidating Produce hypothesis tree or decision matrix Key points translated into Consolidate analysis participant’s native language PM Lecture 4b – Communicating Logically (Logical Reasoning) Inductive vs Deductive Reasoning Small group exercise to help internalize learning Building an Argument (what, why, how) and practice new methods Case-study: Communicating Logically Structure solution Create argument Finalize presentation Present Solutions Seminar Review: Lessons Learned 26 www.globalinx-itc.com www. globalinx-itc.com 27
  15. 15. Customer Service Customer Service Global Business Skills Global Business Skills Training Theory Training Objectives In today’s customer service environment, customers and clients respond most positively to a consultative The overall objective of this seminar is to give customer service professionals a simple process and a approach. The key to developing these consultative relationships is through open and interactive flexible toolkit for maximizing customer satisfaction in any situation. communication. Skills, Techniques, and Benefits Stage One: • Validation Set stage for effective consultation by addressing client’s concerns Understand the • Reflective Listening Build rapport with counterpart and diffuse Situation negative emotions • Active Listening Maximize understanding and strengthen working relationship • Summarizing Restate and reorganize confusing messages in order to move forward • Probing / Questioning Gather necessary problem solving information • “I” Statements Gently prompt client for cooperation and information • Language of Needs Recognize when clients are willing to move ahead • Language of Dissatisfaction Recognize when clients are unwilling to change; help them to take first step • Confirming Needs Get agreement on needs and requirements; separate needs from solutions Stage Two: • Determine Cause Get the client’s assistance and understanding identifying causes Determine Causes • Describe Procedure Ensure your client knows the procedure and This program is for any customer service professional who wants to expand and deepen their toolkit for building trust and credibility. The workshop focuses on consultative communication skills as applied schedule to existing customer service situations with an aim to maximize customer satisfaction and to recognize • Report Progress Manage expectations by continuous updates opportunities for earning revenue. Stage Three: • Language Reduce discomfort and embarrassment Main Topics • Details Match clients needs and expectations for Explore Solutions information • Understanding the characteristics and benefits of a consultative approach • Features Link solutions to benefits • Establishing and building rapport with clients Stage Four: • Polite Requests Minimize resistance to solutions • Identifying needs and dissatisfactions through effective questioning and listening • Suggestions Minimize resistance to solutions Present Solutions • Uncovering and handling objections skillfully • Consultation Maximize relationship satisfaction • Options Maximize procedural satisfaction 28 www.globalinx-itc.com www. globalinx-itc.com 29
  16. 16. Customer Service Customer Service Global Business Skills Global Business Skills Example Schedule Sample Workbook (For Native Speakers) Stage-by-stage process Extensive use of graphics overview Introductions and Overview Introduce concept AM Key Concepts of Customer Service Communication What is customer service communication? Desired Mental Attitude/Skills/Knowledge Consultative Communication Basic Process Stage 1: Understanding situation Communication Skills • Assertiveness • Handling Emotions • Reflective/Active Listening • Information Gathering <Exercises> Needs and Dissatisfaction • Language of Needs/Dissatisfaction • Needs vs. Solutions <Exercises> PM Stage 2: Determining Causes Stage 3: Exploring Solutions Stage 4: Presenting Solutions Handling Client’s Concerns/Complaints Points to remember about concerns/complaints Types of client’s concerns White space for participant’s notes Role-Plays Graphic representation of process - easier to remember and understand Seminar Review 30 www.globalinx-itc.com www. globalinx-itc.com 31
  17. 17. Negotiation Skills Negotiation Skills Global Business Skills Global Business Skills Training Theory Training Objectives This basic negotiation seminar introduces the three phases of business negotiations. Participants The overall objective of this seminar is to ensure that all participants can prepare and conduct business learn how to analyze business situations, plan and conduct business negotiation meetings, and how to negotiations in English. smoothly implement agreements. Process, Techniques, and Benefits The seminar introduces negotiation methods, techniques, and processes, as well as English language for effective business negotiations. Pre-Negotiation • Goals and Key Issues Focus the negotiation on finding win-win Planning agreements for the key issues. • Position and Interests Recognizing the difference between positions and interests is often the key to finding mutually acceptable agreements. • Options and Proposals Creating mutually acceptable solutions to differences benefits all parties. • Contingency Planning Negotiators understand the bottom line and their best alternative to a negotiated agreement. • Strategy and Tactics Determining the right strategy for each negotiation means that the right tactics are used to create the right environment. Conducting the • Opening Statement A clear opening statement helps set the right Negotiation tone, avoid misunderstandings, and focus the Phase One: Pre-Negotiation Planning meeting on the key issues. Participants learn how to define ideal outcomes and identify key issues to be discussed. They learn how to • Positions and Interests Identifying real interests avoids positional create solutions that can satisfy the real interests of each party, and how to strengthen their negotiation negotiating and results in better agreements. position by using contingency plans and alternatives to break through deadlock situations. • Discuss Options Discussing proposals assertively avoids Phase Two: Conducting the Negotiation unnecessary concessions and promotes mutual Participants learn a four stage process to help them take control of the negotiation meeting process. respect and understanding. They learn how to prepare an effective opening statement, techniques to get behind their counterpart’s • Confirm Agreements Clearly documented agreements avoids position and identify real interests, communication skills to help them present options persuasively misunderstandings and supports smooth and persuade their counterparts to accept proposals, as well as useful expression and techniques for implementation. confirming agreements and action plans. Implementing • Home Office Approval Mutual respect for different process helps Agreements smooth implementation. Phase Three: Implementing Agreements • Drafting Contracts The right contract drafted by the right person Participants learn the importance of company headquarter approval and recognizing the different saves money and time. negotiation processes and procedures to ratify agreements. They will understand the advantages and disadvantages of drafting contracts, how to set-up a good communication channel to smoothly • Follow-up Communication Develop good working relationships through implement agreements. better communication. 32 www.globalinx-itc.com www. globalinx-itc.com 33
  18. 18. Negotiation Skills Negotiation Skills Global Business Skills Global Business Skills Example Schedule Sample Workbook Day 1 Case study group exercise Methods and techniques AM Seminar Introduction and Overview Lecture 1 - Pre-Negotiation Planning Key learning point • Analyzing Business Situation • Case Study Practice Lecture 2 - Conducting the negotiation • Four-Stage Process • Communication Skills • Negotiation Techniques PM Lecture 3 – Implementing Agreements Workshop • Analyze Case Study Role-Play Exercises • Role-Play Case Study Workshop • Prepare Negotiation Role-Plays Day 2 AM Negotiation Role-Plays Stage One and Two • Opening Statement and Position and Interests • Peer and Instructor’s Comments and Critique • Video Recording Workshop • Negotiation Self-Evaluation and Review • Negotiation Analysis Workshop PM Negotiation Role-Plays Stage Three and Four Key points translated into Supported by instructor’s powerpoint • Discuss Options and Confirm Agreements participant’s native language slide with model answers • Peer and Instructor’s Comments and Critique • Video Recording Workshop • Negotiation Self-Evaluation and Review Seminar Review: Lessons Learned 34 www.globalinx-itc.com www. globalinx-itc.com 35

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