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TSI Recent Workshops Oct. 2013

Lisa MacLeod
Lisa MacLeod
Lisa MacLeodManaging Director at Transformational Synergies International FZ-LLC

Upcoming courses and workshops in the UAE!

TSI Recent Workshops Oct. 2013

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Public Workshops – November 2013
Overview: Programs
Transformational Synergies International (TSi) provides courses that address the needs of the clients
while providing an international perspective that is aimed at developing the individual to function in a
one-world environment intellectually, professionally and culturally. TSi specializes in customer driven
executive, corporate, vocational, professional and career development in English and Arabic. With our
customer service approach, pre-course assessment and post-course evaluations, it is critical to
effectively customize our training courses to meet organizational training goals while focusing on
developing the skills required for the 21st century. Consequently, TSi encourages and promotes
active participation in the Global Community. TSi makes certain that the clients’ needs will be met,
ensuring satisfaction and increasing in-house quality and productivity.
 In-house Programs
 On-site Programs
 Tailored Programs
 One-on-one Programs
Transforming Synergies

Global Leader
Skills

NQEmirates

Program
Content
BREAKTHROUGH CUSTOMER SERVICE
This two day course equips you with the skills to deliver consistent service excellence at every
customer 'touch point'. It will also enable you to handle difficult situations and achieve increased
customer satisfaction and loyalty. Companies that offer differentiated, reliable and customer-friendly
service have a distinct competitive advantage. Because customers have become more demanding, no
longer do they choose speed, quality or price - they now expect all three. This course focuses on the
key actions required to achieve real excellence in customer service. The key to customer handling is
practice, so you will be encouraged to use real life examples from your place of work to see how you
can improve the quality of customer service you provide.
Course Contents:
1.

Genuine client or customer focus in the way you work

2.

Understanding what your clients or customers want

3.

Achieving economy of effort - doing the things that really count for your clients or customers

4.

Long-term, mutually beneficial relationships with your customers or clients

5.

Active loyalty - becoming their provider of first choice

6.

Clients or customers who are ambassadors for your organization

7.

Profitability - customers or clients willing to pay the price for the value you deliver

8.

How your customers and clients perceive excellence
BUSINESS WRITING SKILLS
This course will concentrate on various types of business writing, such as writing a general
description, writing a description of a process, writing a report, as well as writing business letters,
memos, faxes, e-mails and taking minutes of a meeting. A section on advanced English grammar will
also be included. The course will be highly interactive and will make use of workshops, techniques on
improving communication and reading skills, writing models and examples.

There will be daily

assignments for the participants and the results will be graded and tabulated. Course hand-outs will
be provided which will be collated into a manual for each participant.
Course Contents:
1.

Apply the theories and concepts of communication to business contexts,

2.

Develop logical, effective approaches to solving business problems through communication,

3.

Inform and convince others in written form by developing a clear, concise, and appropriate

4.

writing style adapted to the reader(s)/audience of the message, and

5.

Apply basic techniques of report preparation, including the collection, evaluation, analysis,

organization, interpretation and presentation of data in written and oral messages.
6.

Identify and eliminate common errors in punctuation, spelling, and grammar, including but not

limited to subject/verb agreement, noun/pronoun agreement, and parallelism.
CULTURE ALIGNMENT
Organization Culture, Branding, and Capability addresses the strategic need for businesses to
envision and purposively create the culture that will help you win in the market place. This course will
also help you view organizational capability building in a practical and integrated manner aligned to
organizational culture and brand building.

This course is part of the Reality and Practice of OD and True Strategic HR that aims to satisfy the
deep interest in Organizational Development (OD) and the endless quest to become strategic
business

partners

among

Human

Resource

(HR)

practitioners.

There

are

fundamental

misconceptions and glaring misalignments in the actual practice and understanding of OD and
strategic HR, wherein business environments and organizations of today and tomorrow direly need a
fully aligned and breakthrough-oriented OD and HR function to enable its business vision, strategies,
and goals.
Course Contents:
1.

Capture and correct contemporary misconceptions or misalignments

2.

on OD and HR;

3.

Define OD and HR in terms of practice and as aligned to business needs;

4.

Articulate the fundamental philosophies of OD in a business environment;
Ad

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TSI Recent Workshops Oct. 2013

  • 1. Public Workshops – November 2013
  • 2. Overview: Programs Transformational Synergies International (TSi) provides courses that address the needs of the clients while providing an international perspective that is aimed at developing the individual to function in a one-world environment intellectually, professionally and culturally. TSi specializes in customer driven executive, corporate, vocational, professional and career development in English and Arabic. With our customer service approach, pre-course assessment and post-course evaluations, it is critical to effectively customize our training courses to meet organizational training goals while focusing on developing the skills required for the 21st century. Consequently, TSi encourages and promotes active participation in the Global Community. TSi makes certain that the clients’ needs will be met, ensuring satisfaction and increasing in-house quality and productivity.  In-house Programs  On-site Programs  Tailored Programs  One-on-one Programs
  • 4. BREAKTHROUGH CUSTOMER SERVICE This two day course equips you with the skills to deliver consistent service excellence at every customer 'touch point'. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty. Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price - they now expect all three. This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work to see how you can improve the quality of customer service you provide. Course Contents: 1. Genuine client or customer focus in the way you work 2. Understanding what your clients or customers want 3. Achieving economy of effort - doing the things that really count for your clients or customers 4. Long-term, mutually beneficial relationships with your customers or clients 5. Active loyalty - becoming their provider of first choice 6. Clients or customers who are ambassadors for your organization 7. Profitability - customers or clients willing to pay the price for the value you deliver 8. How your customers and clients perceive excellence
  • 5. BUSINESS WRITING SKILLS This course will concentrate on various types of business writing, such as writing a general description, writing a description of a process, writing a report, as well as writing business letters, memos, faxes, e-mails and taking minutes of a meeting. A section on advanced English grammar will also be included. The course will be highly interactive and will make use of workshops, techniques on improving communication and reading skills, writing models and examples. There will be daily assignments for the participants and the results will be graded and tabulated. Course hand-outs will be provided which will be collated into a manual for each participant. Course Contents: 1. Apply the theories and concepts of communication to business contexts, 2. Develop logical, effective approaches to solving business problems through communication, 3. Inform and convince others in written form by developing a clear, concise, and appropriate 4. writing style adapted to the reader(s)/audience of the message, and 5. Apply basic techniques of report preparation, including the collection, evaluation, analysis, organization, interpretation and presentation of data in written and oral messages. 6. Identify and eliminate common errors in punctuation, spelling, and grammar, including but not limited to subject/verb agreement, noun/pronoun agreement, and parallelism.
  • 6. CULTURE ALIGNMENT Organization Culture, Branding, and Capability addresses the strategic need for businesses to envision and purposively create the culture that will help you win in the market place. This course will also help you view organizational capability building in a practical and integrated manner aligned to organizational culture and brand building. This course is part of the Reality and Practice of OD and True Strategic HR that aims to satisfy the deep interest in Organizational Development (OD) and the endless quest to become strategic business partners among Human Resource (HR) practitioners. There are fundamental misconceptions and glaring misalignments in the actual practice and understanding of OD and strategic HR, wherein business environments and organizations of today and tomorrow direly need a fully aligned and breakthrough-oriented OD and HR function to enable its business vision, strategies, and goals. Course Contents: 1. Capture and correct contemporary misconceptions or misalignments 2. on OD and HR; 3. Define OD and HR in terms of practice and as aligned to business needs; 4. Articulate the fundamental philosophies of OD in a business environment;
  • 7. COACHING SKILLS Coaching is a process that facilitates productive changes. It does this through the creation of a conscious and structured relationship that is focused on learning, improving, and delivering business results. A coach can help guide, create and monitor processes for individuals and teams to take purposeful actions in achieving goals. Coaching is not management and not leadership. This course is the first step in learning to be a coach. The participant will watch and experience being coached, learn basic skills, become familiar with some tools of coaching, and learn when it is appropriate for Project Managers to use or not use coaching. Successful organizational change and learning initiatives have been publicly recognized to be directly related to coaching. Course Contents: 1. What you will achieve a. Awareness of the power and use of coaching b. The experience of being coached and of having coached others c. The use of coaching tools and techniques d. How to use coaching tools and techniques in your environment 2. What you will learn a. Coaching — what it is, how to do it, and when b. To use the basic skills of coaching
  • 8. COMPETENCY BASED INTERVIEWING SKILLS This course gives a highly practical insight into competency based interview techniques that are proven to improve appointment success rates. During the programme, delegates will come to understand the concept of competencies; practice competency based interviews and learns to objectively evaluate interview evidence. Course Outcomes: 1. Use competencies to structure interviews 2. Appreciate the strengths and limitations of different interview approaches 3. Conduct structured and comprehensive competency based interviews 4. Systematically evaluate and use information from competency based interviews 5. Identify and overcome the obstacles to fair and objective assessment when interviewing
  • 9. EMOTIONAL INTELLIGENCE Organizations of all sizes are increasingly recognizing the key role that 'Emotional Intelligence' (EQ) has in the effectiveness of the organization at all levels. Managers and team leaders are required to fulfill a much broader remit - not just to have technical or specialist expertise, but also to have a range of personal attributes and abilities; team members need to be able to cooperate and to work effectively with their colleagues and managers; and front-line staff need to be able to deal professionally with difficult/stressful situations with customers and suppliers. This course will equip delegates with the skills and knowledge for the practical application of Emotional Intelligence in the workplace. It will help delegates to understand themselves and others better, and will give an insight into how to build productive and professional relationships at work. It is recommended for anyone who would like to learn how emotions affect performance at work, and how to use practical but effective strategies to manage emotions in difficult situations. Course Outcomes: 1. Define emotional intelligence and how it relates to personal and organizational success. 2. Analyze and interpret online assessment results from the EQ-i Inventory. 3. Apply tools to increase personal skills: self awareness and self management of personal emotions. 4. Apply tools to increase social skills: recognizing the emotions in others and responding to those emotions.
  • 10. INFLUENCING SKILLS Everyone needs to be able to influence others! A successful professional or leader is invariably able to influence decision-making inside and outside the workplace and as a life skill, you can use it wherever you go and whoever you engage with. This practical, interactive influencing skills training course enables you to enhance your impact by building, maintaining and controlling rapport. Learn how to influence others to achieve their desired objectives - quickly and effectively. We use our experience to explore with you a toolkit of skills and strategies to enhance your influencing style. We give you the opportunity to practice and receive feedback on existing and new skills. Within the influencing skills course we create a supportive, enjoyable environment where you are encouraged and challenged to experiment with new approaches and apply the learning to your own influencing situations. Course Outcomes: 1. Improve your personal influencing style 2. Develop your confidence and credibility 3. Apply powerful influencing tools and techniques with individuals and groups 4. Respond to the concerns of those you wish to influence 5. Maximize your impact in challenging situations
  • 11. MANAGEMENT OF SUPERVISORY SKILLS Managers are often required to combine their management and supervision role with demanding operational responsibilities. And yet, ask anyone with a manager, and they’ll probably tell you that effective supervision and management can often make the difference between mutually beneficial/productive involvement, and an experience that is less than satisfactory for both parties. This packed and practical 2-day course will enable delegates to develop the necessary skills and knowledge to achieve results through the effective management and supervision of staff. It will help to break down their responsibilities into easily achievable stages of development, and to approach their new role with confidence. Course Outcomes: 1. Enable managers and team leaders to operate confidently and competently by developing key management and supervision skills 2. Focus on key issues and challenges relating to the effective management of tasks, teams and individuals, such as: assertive communication; effective delegation; constructive criticism; performance management; team building and conflict management 3. Introduce and promote the benefits of using an effective model of management and supervision 4. Introduce powerful and flexible tools and techniques for effective management and supervision, whatever the participants’ previous experience or circumstances
  • 12. MANAGING CONFLICT Every person faces conflict. There are positive and negative outcomes to conflict. What makes conflict negative or positive is the way in which it is handled. This course teaches participants how to manage emotions during conflict while working collaboratively toward a win/win resolution. Participants will complete a conflict style assessment, learn the five styles of conflict, and identify their dominant style. Course Outcomes: 1. Define conflict. 2. Identify assumptions of conflict. 3. Explain the escalation of disagreement into conflict. 4. Recognize the five styles of conflict resolution and the benefits and pitfalls of each style. 5. Understand your preferred style of conflict resolution. 6. Apply the six steps to collaborative conflict resolution. 7. Apply techniques to managing emotions during conflict. 8. Discuss the effect that power has on conflict resolution. 9. Implement a strategy for continuous conflict management.
  • 13. NEGOTIATION SKILLS In the competitive trading conditions of the twenty-first century, we are all under pressure to deliver better results. Buyers and sellers at the forefront of the commercial relationship and managers negotiating internally, all face increasing pressure to achieve more. This Negotiation training course describes a range of successful negotiating techniques and explains how you can use them to help you achieve your key objectives. Course Outcomes: 1. Have the knowledge and tools necessary to be able to conduct any negotiation as a competitive and collaborative negotiation 2. Understand how to make the most effective use of time available for negotiation preparation 3. Appreciate the benefits of a wide range of persuasion techniques which are effective in commercial negotiations 4. Be aware of the most commonly used tricks, traps and ploys used in negotiation and, more importantly, how to deal with them 5. See for yourself the factors which make the difference between effective and average negotiators
  • 14. Interested in our services? Please contact us to design a program best suited for your organization: Address: Office G-13, Block 13 Dubai Knowledge Village Dubai, UAE Office: +9714-458-8321 Fax: +9714-458-8146 Email: tsi-dubai@tsi-mena.com