Scotwork - Raport z badań nad skutecznością szkoleń

A follow up study of 5,000 Course Participants
and their Managers to assess the
benefits of the
Scotwork Negotiating Skills
training course

1

Investing???... in Training?

Every year industry and commerce spend billions of Pounds, Euros, Dollars etc. on
Management Development. The overall results evidently produce better management
performance - but how do you assess the contribution of any one element? How do
you weigh up the relative benefits of competing courses in the same management dis-
cipline?

With other products and services, it is possible to measure objective criteria; response
times, reliability, copies per minute.

Information-based topics can be assessed by a formal exam and pass rates can be
compared, given a large enough sample; but with a SKILLS course the change in
performance is much harder to measure. The measures are more subjective, there is
no control group against which to gauge any improvement and the trainee has to have
had the chance to use the skills in the workplace. Some of the benefits such as “im-
proved use of time”, “improved confidence” are very difficult to measure. All training
produces some measure of benefit to the participant, so how to compare those bene-
fits relative to other courses?

We believe that the SCOTWORK NEGOTIATING SKILLS course does produce a result
which can be measured in financial terms and in 1991 we set out to prove it.
We assessed the impact of the course as reported by the participants, we then added
a study of their line managers’ opinions of the change in performance, and finally we
looked for other comparable research against which we could benchmark our results.
Over 15,000 participants and 5,000 of their managers have taken part in this survey.
This report contains the results from 5,000 participants who attended the Scotwork
course in 2004, 2005 and 2006; and 620 of their managers.

7 Fortrose Street,
GLASGOW G11 5NU,
United Kingdom
Tel: + 44 141-357 3989
info@scotwork.com
www.scotwork.com

Australia, Belgium, Brazil, China, Czech Rep., Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Lithuania, Mauritius, Mexico,
Middle East, Netherlands, New Zealand, Norway, Poland, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Turkey, Ukraine,
United Kingdom, USA

2

KEY FINDI NGS FROM SCOTWORK
Contents 4
COURSE PARTICI PA NTS

Most valuable training activity
Pace
Content, teaching methods and enjoyment
Course materials of continuing value
SCOTWORK Tutors
Improved performance
Financial return
Total benefit
Personal benefits
Comparison with other courses
So that’s what you think - but what about your boss?

7 KEY FINDI NG FROM MANAGE RS

Why them?
What did they hope to achieve?
Did they achieve it?
What was the participant’s opinion of the course?
How did it compare to their colleagues’ opinions?
Are they trying to use the skills?
Has it saved money?
Total benefit
Is the benefit increasing or decreasing?
Was the training investment worthwhile?
Were they briefed, de-briefed and followed up?

10 PARTICIPANTS’ DATA

13 MANAGE RS’ DATA

15
CONCLUSIONS

16 SU RVEY M ETHODOLOGY

17
PARTICIPATI NG ORGA NISATIONS

3

Key Findings FROM SCOTWORK COURSE PARTICIPANTS

Most Valuable Training Activity
“Do you refer to the Leather Personal Organiser and
“From which single activity did you feel that you learned Course Handouts which you received on the course?”
the most?”
So many handouts from so many courses end up in so
many cupboards never to be read again. SCOTWORK
tackles this problem by presenting the course notes in a
compact A6 leather organiser and by printing the notes
on plastic coated long-life paper; as well as having the
notes available for download from our website to their
computer or PDA.

66% of participants learned most from As a result
video recorded case-play an amaz-
ing 81%
SCOTWORK pioneered the use of video recorded of partic-
case-plays as a teaching method in the 1970s and
66% of participants felt that they learned most from this
one activity. Observing others in the same situation was
the top activity with another 14% of participants.
Formal theory input was placed top by only 6%.

Pace

The SCOTWORK course is run with great intensity; over
ipants are still
referring to the course notes 3 months after the course!

Improved Performance

“Do you feel that your negotiating performance has im-
proved as a result of the course?”

After three months 96% of participants said YES.
We think that this is an acceptable result.
70% felt they were more in control of the negotiating
process. Over 50% reported that they had improved in
handling both external and internal business conflict.
47% made fewer concessions and 30% gained more con-
25 hours of learning packed into three days. cessions when negotiating.
Over 82% scored PACE in the top two categories - Very
Satisfactory and Quite Satisfactory, 14% as Satisfactory Recommendations
and only 4% as Less Satisfactory.
“Would you recommend the Scotwork Negotiating Skills
Content, Teaching Methods and Enjoyment course to anyone else?”
99% of participants would recommend the course and
94% scored Content, Methods 53% had already done so. Indeed the vast majority of
and Enjoyment in the top two our new clients come from recommendations.
categories with Enjoyment
scoring particularly well.
SCOTWORK has always be-
lieved that learning can be fun.
YES 99%
Course Materials of Continuing Value

4


Financial Return

“Has your employer been able to gain a benefit of at
least £2,000 (€3,000) in time or money as a result of
your attendance on the course?”

49%
49% said YES, their employer had 45% said they cannot measure the
made a saving of at least £2,000 benefits to their employer in
and of these 23% claimed they had
23% financial terms.
done it on the first negotiation after
45%
the course!

Total Benefit
“Can you estimate the total financial benefit over the last
3 months?”

13% -
12% -
11% -
10% -
9% -
8% -
7% -
6% -
5% -
4% -
3% -
2% -
1% -
0% -
£5k £10k £20k £50k £100k +

58%, who could measure a financial benefit
(including personal benefit), shown as a % of the whole
sample, estimated a total figure for the previous three
months of:

13% estimated £5,000 to £10,000
If a total of 14.4% of ALL participants are saving over
9.4% estimated £10,000 to £20,000
£20,000 then this represents a spectacular rate of return.
6.4% estimated £20,000 to £50,000
That is an average of one person from each course
3.4% estimated £50,000 to £100,000
saving the total course investment cost, including fees,
4.6% estimated £100,000 and over
travel, accommodation, etc.

5


Personal Benefits Comparison with other courses
“What benefits, if any, have you personally received as a “How did the Scotwork course compare with the BEST
result of attending the course?” skill courses you have attended in the last 2 years?”

The course teaches participants to UNDERSTAND the ne- Of the 58% who indicated that they had been on a
gotiating process, to RECOGNISE the skills which can be comparable course:
brought to bear in a negotiation and PRACTISE these
skills in a non-threatening environment. As a result: 41% said the SCOTWORK course was the equal of best
and 54% said the SCOTWORK course was THE BEST THAT
THEY HAD ATTENDED over the previous 2 years.

69% would like to come back on the Scotwork course for
more!

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of participants reported an improved level of
Scotwork Negotiating Skills Course

CONFIDENCE

Better
45.2% 56.9% 58.5% 50.2% 58.2% 54.3% 52.9% 54.5%

Same
68%
felt that their negotiations were

Worse
MORE SATISFYING 45.5% 39.0% 36.6% 45.5% 37.9% 40.1% 42.6% 41.3%

So that’s what you think – but what about your Boss?
If the participants thought that they were now brilliant
negotiators, what did their managers think? We added a
3 month follow-up survey targeted at the managers of
35% course participants. This requires those participants,
had improved their interpersonal who had completed the survey, to forward an email to
RELATIONSHIPS and their manager inviting them to complete an on-line
questionnaire.

There were several challenges: we did not know who the
managers were, the managers may have had several of
their staff attend the course, would they complete a form
for every one of them? The managers might be less com-
mitted to the course and therefore less likely to fill out a
questionnaire and, if they themselves had not attended
the course, would they even recognise improved negoti-
18% ating performance?
felt that their CAREER PROSPECTS
had been enhanced. In spite of these difficulties an astonishing 13.2% of
managers have taken the trouble to complete the
survey.
Participants could score more than one category in this question. This compares with a 31% participant response rate.

6

Key Findings FROM THE SCOTWORK SURVEY OF MANAGERS

Survey of Managers Did They Achieve It?

“Why was this person chosen to attend? The managers reported that, of the total number of their
objectives, 86% were met in full.

44%
25%

12.6%

44% of participants were identified at annual appraisal,
only 3.6% were a last minute replacement.
A pleasing 25% reported that the SCOTWORK course was
“AUTOMATIC FOR THIS GROUP”. Another 12.6% ASKED
TO BE SENT ON THE COURSE, perhaps reflecting the 53%
of participants who had already recommended the What Was the Participant’s Opinion of the Course?
course.
Our customers are both the course participants and their
employers. The opinion which they express to their
What Did They Hope to Achieve? manager in private, matters a great deal to us. It is this
opinion which affects the manager’s confidence in the
We started with a list of those things which the SCOTWORK course and the justification for their
participants reported that they had achieved and asked continued investment in this form of training.
the managers to list their objectives.

49%

98%

The managers reported that 98% thought that the
course was ABOVE AVERAGE with 49% rating it as EX-
An overwhelming 88.5% marked CELLENT; only one person said it was Below Average!
“IMPROVED NEGOTIATING PERFORMANCE” with “Im-
proved level of confidence” second with 49%.

Managers could choose multiple objectives.

7


Are They Trying to Use the Skills?

Would the managers know what skills had been taught?
Fortunately, 64% of the managers had already attended
the SCOTWORK course and, of the rest, we must assume
that they understand the concepts taught, because
98.5% of the managers replied to the question.

Would the managers be in a position to observe the
participants in action frequently enough to answer the
question:
“Are you aware of this person trying to use any of the
skills taught?”

91% said YES they had seen the person ...and 84% could identify specific
trying to use instances where they
the skills... did use the skills.

84%
91%

Total Benefit

“Can you estimate the total financial benefit over the last 372 of the managers responding who estimated a total
3 months?” benefit –
19% -
18% - 18.5% estimated £5,000 to £10,000
17% -
12.9% estimated £10,000 to £20,000
16% -
15% - 9.9% estimated £20,000 to £50,000
14% - 7% estimated £50,000 to £100,000
13% -
6.2% estimated £100,000 and over
12% -
11% -
10% -
9% -
8% -
7% -
6% -
5% -
4% -
3% -
2% -
1% -
0% -
£5k £10k £20k £50k £100k +

8


Has It Saved You Money? Is the Benefit Increasing or Decreasing?

We asked the managers the same question, “Over time, is any benefit gained from the training:
“Has this resulted in a benefit to the organisation of at constant / increasing / decreasing ? ”
least £2,000 (€3,000)?” and 98% of them responded.
People very quickly forget what they have learned unless
they have an opportunity to practice the skills.

43% 51%

46.5%
55%

In answer to the question 2.6% said Decreasing,
43% said YES while 55% could not measure the benefit 46.5% said Constant and a surprising
in financial terms. 51% said Increasing.

Our target is to show a 3 month return of around 10 times This could be explained both by the high level of
the course fee. The managers estimate that 12.9% ongoing reference to the course notes and to the fact that
achieved it, and the 64% who fell below the target were skills improve with practice.
more than compensated for by the 23% who over-
achieved by a considerable margin.

Was the Training Investment Worthwhile?
98% of managers who answered said YES.
Were They Briefed, De-Briefed and Followed Up?

72% of participants were formally briefed in advance

53% of participants were formally de-briefed afterwards

26% of participants had an action plan drawn up

16% of participants had had a review of their action plan

72%

53%

26%

16%

9

Participants’ Questionnaire Data

Q1 Looking back on the course what was the most Q6 Which three elements of the course do you remember
memorable aspect? most?

Open Question (Literal answer) Having a “Wish List” 56.6
Avoiding giving “Elk Steaks” 53.9
Q2 From which single activity did you feel that you learned Having a structure for preparation 40.3
the most? Using proposals to move negotiation
forward 37.1
Lectures 6.6 Giving the other party what they want,
on your terms 32.5
Negotiating cases 35.4
How to recognise signals 24.3
Having own case evaluated 25.2 Using good questions to improve the
quality of the Argue Step 17.8
In discussion with Tutors 7.1
Analysing where you are in a negotiation
Preparing cases 6.3 by using the 8 steps 17.3
Watching other cases 14.0 Putting a price on demand 15.7
Recognising closing opportunities 12.2
Working with others 4.5
Valuing concessions in the other
Reading notes afterwards 1.0 party’s terms 11.7
Number of Replies 5156 How to propose a remedy when you
have a complaint 8.5
The factors affecting Competitive/
Co-operative behaviour 2.7
Q3 Looking back at the course, how happy were you
with the following factors? Q7 Looking back at the course, how happy were you with
the following factors?

Quite satisfactory
Quite satisfactory

Less satisfactory
Very satisfactory
Less satisfactory
Very satisfactory

Not satisfactory
Not satisfactory

Satisfactory
Satisfactory

Pace of course 41.7 40.6 13.9 3.4 0.4 Course tutors -
Overall 63.5 32.0 4.2 0.3 0
Course content 60.2 33.7 5.4 0.8 0 Course tutors -
Experience of
Teaching methods real world 56.5 35.7 7.2 0.6 0
61.8 32.1 5.4 0.7 0
Course tutors -
Level of Understanding of
enjoyment/fun your industry 23.2 45.6 27.2 3.8 0.2
59.1 33.6 6.5 0.7 0
Course tutors -
Suitability of How well they
course venue worked together 52.6 36.2 9.8 1.0 0.1
42.5 37.0 16.0 3.5 1.0
Course tutors -
Sensitivity to
your needs 36.9 45.5 15.7 1.7 0.2
Q4 Please comment on any factors which were less
satisfactory Formal Lectures -
Clarity of lecturer 54.8 38.2 6.8 0.3 0
Open Question
Formal Lectures -
Content 54.0 39.2 6.6 0.2 0
Q5 Do you refer to the Leather Personal Organiser and Formal Lectures -
Course Handouts, which you received on the course? Humour 57.7 33.6 8.0 0.6 0.1

Formal Lectures -
Yes 80.6 Pace of lectures 41.5 41.0 14.6 2.8 0.1

Formal Lectures -
No 19.4 Presentation 49.7 40.9 8.9 0.4 0

10


Q8 Do you feel that your negotiating performance has Q13 Why have you not been able to effect a saving?
improved as a result of the course?
Have not had opportunity to use the skills 86.0
Yes 96.3 Have not tried to use the skills 3.6
No 3.7
Tried to use the skills but did not achieve
any benefit 10.4
Q9 If yes, in which areas has it improved?

With internal organisational conflicts 50.7 Q14 What benefits, if any, have you personally received as a
With external organisational conflicts 53.5 result of your attendance on the course?

With domestic conflicts 24.8
Enhanced career prospects 17.8
More open discussion of causes of conflict 26.9
Improved level of confidence 70.6
More in control of the negotiation process 69.9
Better use of time 29.5 More satisfying negotiations 68.6

Fewer concessions given 47.5 Improved inter-personal relationships 34.6

More concessions gained 31.1 Other 3.9
Other 4.1

Q15 In what ways do you feel that the course could have
Q10 If you answered No to Question 8: Why do you feel that been improved?
your negotiating performance has NOT improved?
Open Question
Open Question

Q11 Has your employer been able to gain a benefit of at least Q16 Have you attended any other short management skills
£2,000 in time or money as a result of your attendance courses in the last two years?
on the course?
Yes 57.6
Yes 48.8
No 42.4
No 7.1

Cannot measure saving 44.1
Q16a If YES, what was the subject of other courses which you
rated most highly?
Q12 How soon did you exceed that amount?

On first negotiation 23.0 Selling 9.8

Within one month 37.9 Negotiating 7.5

Within three months 39.1 Purchasing/Buying 3.1

Leadership 32.3
Q12a Can you estimate the total benefit over the last three
months? Outward Bound 2.6

Presentation 17.2
Under £5000 35.6
Interviewing/Appraisal 5.3
£5,000 - £10,000 22.8
NLP 1.5
£10,000 - £20,000 16.0

£20,000 - £50,000 11.2 Other 20.7

£50,000 - £100,000 6.0

£100,000 and over 8.4

11


Q17 How did the Scotwork course compare with that Q19 Would you like further negotiating training from
course on: Scotwork to improve/update your skill level?

Worse
Better

Same
Yes 68.4
Pace 45.2 45.5 9.2
No 31.6
Content 56.9 39.0 4.1

Enjoyment 58.5 36.6 4.9 Q20 What is your job function?

Calibre of tutors 50.2 45.5 4.3
Sales 32.0
Teaching methods 58.2 37.9 4.0
Purchasing 14.4
Course materials 54.3 40.15 0.6 Production 3.8

Changing your Distribution 2.0
behaviour 52.9 42.6 4.5
Staff 4.5
Practical Professional 15.4
application 54.5 41.3 4.2
Government 2.2

Other 25.5

Q18 Would you recommend the Scotwork Negotiating Skills
course to any one else?
Q21 Were you on an Open (public) Course or a
One-Company Course?
Have already done so 53.1

Yes 45.8 Open Course 33.7
No 1.0 One-Company Course 66.3

12

Managers’ Questionnaire Data

Q1 Why were they chosen to attend? Q6 Did they remark on any particular aspect of the course,
as you recall?

Need identified at appraisal 44.3
Yes 65.2
Were invited to attend 21.6
No 34.8
Asked to be sent on course 12.6

Course is automatic for group 25.3 Q6a If Yes, about what did they remark?
Late replacement for someone 3.6 Open Question
Other 5.1

Number of Replies 620 Q7 Generally speaking, what was their overall view of the
Scotwork course?

Q2 What did you hope to achieve by their attendance?
Excellent 49.3

Generally Good 48.7
Better negotiating performance 88.5
Average 1.8
Improved level of confidence 49.2
Below average 0.2
Improved their use of time 15.2
Waste of Time 0
Improved inter-personal relations 23.3

Other 3.8
Q8 Have other members of their peer group attended this
course in the last two years?
Q3 Did you achieve all of your target objectives?
Yes 75.9
Yes 85.6 No 24.1
No 14.4
Q9 Does their opinion of the course match that of the other
Q4 If NO, which objectives did you not achieve? participants?

Better negotiating performance 46.7 Yes 95.5

Improved level of confidence 20.7 No 4.5

Improved their use of time 23.9
Q10 If No then how does it differ?
Improved inter-personal relations 28.3
Open Question
Other 13.0

Q11 Was this person formally briefed on their training
Q5 If NO, why do you think that those objectives were not objectives before attending this course?
achieved for this individual?

Yes 71.8
Wrong course for these objectives 14.1
No 28.2
Person has not had opportunity to use the skills 32.9

Person no longer in same job/department o Q12 Were they formally de-briefed after the course?

Course did not work for this person 2.4
Yes 53.5
Person’s behaviour has not appeared to change 30.6
No 46.5
Insufficient follow-up in the work place 23.5

Other 18.8

13

Managers’ Questionnaire Data

Q13 Was an Action Plan drawn up to implement the lessons 20 Over time, is any benefit this person gained from the
learned? training -

Yes 25.8 Constant 46.5

No 74.2 Increasing 50.9

Decreasing 2.6
Q14 Has there been any formal review of the Action Plan
since then?
Q21 Would they benefit from further negotiating skills
training?
Yes 16.1

No 83.9 Yes, from Scotwork 40.3

Yes, from another source 11.4
Q15 What ongoing support/reinforcement is the organization
giving these participants? No 48.4

Open Question
Q22 Taken overall, was the training investment in the
Scotwork course worthwhile?
Q16 Are you aware of this person using any of the skills
taught?
Yes 97.8

Yes 91.0 No 2.2

No 9.0
Q22a If No then why not?

Q17 Can you identify specific instances when they did use Open Question
these skills?

Q23 Do you plan to send more people on Scotwork
Yes 84.1 Negotiating Skills courses?

No 15.9
Yes 79.5

Q18 Has this resulted in a benefit to the organisation of at No 20.5
least £2,000?

Q24 Have you attended the Scotwork course?
Yes 42.5

No 2.7 Yes 63.8

Cannot measure 54.8 No 36.2

Q19 What total value would you place on the direct benefits Q25 If “No”, do you plan to attend in the future?
over the last 3 months?

Yes 41.0
Under £5,000 45.6
No 59.0
£5,000 - £10,000 18.5

£10,000 - £20,000 12.9 Q26 How recently have you attended the course?

£20,000 - £50,000 9.9
Within the last 12 months 48.2
£50,000 - £100,000 7.0
Within the last 5 years 37.7
£100,000 and over 6.2
Over 5 years ago 14.1

14

Conclusions

We can tell from our clients’ positive reactions when they
see the survey data, particularly as it relates to their own
people, that this study provides a unique insight into the
direct benefits of the Scotwork course.
It surprises us that more management training
companies do not conduct and publish this type of
follow-up study.

We are also proud of our survey response rates with 31%
of all course participants taking the time to give us feed-
back and to the 13.2% of managers who responded. In
some countries the response rates are even higher: 47%
of Slovak participants and 45% of Italian managers
replied. We are working on strategies for increasing
these response rates with the objective of reaching 50%
response.

Comparing the results of the 1995 - 1999 survey with this
latest study, we can see a broad improvement in almost
every category; unfortunately two figures that we have
been unable to improve upon are the 98% of managers
who say the training investment was worthwhile, and the
99% of participants who would, or already have,
recommended the Scotwork course!

It is gratifying to see the improvement in the rate at
which managers brief, de-brief and follow through on
training:
Participants being briefed by their manager beforehand
rose from 62% to 72%
Managers de-briefing participants after the course rose
from 47% to 53%
Action planning and goal setting rose from 22% to 26%
Review of those plans rose from 12% to 16%
We believe that the introduction of the Scotwork Briefing
Document has assisted in this improvement. We hope
that the launch of the Scotwork Extended Learning
Process ™ will continue the improvement.

The Scotwork teams study these results and the feed-
back to the literal questions, to identify areas where we
can improve. The biggest changes between the 1999
study and the present one are:
The previous studies were conducted after 6 months
and we now follow up after 3 months. This has removed
the 16% of participants who previously had reported sav-
ing double the course fee in the period 3 to 6 months
after the course.
We have moved from a paper survey to an on-line
survey.

SCOTWORK is committed to continuing to develop the
Negotiating Skills Course to ensure that we maintain our
place as the market leader. We intend to carry on with
the Participants and Managers Surveys to measure the
effectiveness of our skills training and to publish the re-
sults. We hope that this will continue to demonstrate to
our clients that they are getting a good return on their in-
vestment.

15

History and Methodology

This project was born out of stories from previous course participants about their
negotiating successes.

In 1991, in order to attempt to quantify the value of our training course, we appointed an
independent consultancy to conduct some discussion groups drawn from course
attendees. From this we devised a pilot questionnaire which was completed by some 300
previous course participants during 1992. This preliminary survey allowed us to refine our
techniques and focus on the areas of greatest interest.

The survey began in 1993 with the participant questionnaire and we added the managers’
questionnaire in 1994. At that time only those attending the UK courses were surveyed.
In the second survey which ran from 1995 to 1999 we included participants from our
larger offices including France, Germany, Australia and South Africa. Up until 2002 we had
a paper questionnaire using reply-paid envelopes.

The survey was suspended between 2002 and 2004 while we developed software to run
the survey on-line, with the participants being contacted by email. The present survey
began in 2004, in English, and progressively we have included 17 of the 19 languages in
which the Scotwork course is delivered.

We would be happy to share our data and our methods with legitimate interested parties.

I should like to say a personal thank you to the 14,000 people who have assisted in this
research project at its various stages so far.

John McMillan
Senior Partner

Glasgow, May 2007

16

Participants and Managers from the following
Scotwork clients submitted follow-up questionnaires
3F. Ask Afrika. British Bakeries. CNP Assurances.
3M. AstraZeneca. British Sugar. Cobega.
Atlantik Group. Brown-Forman. Coca-Cola.
AB Foods. Atrivo. BSkyB. Coca-Cola Amatil.
ABAC. Aurora Assicurazioni. BT. Coca-Cola Enterprises.
ABB. Aurora Energy. Budget Insurance. Coca-Cola HBC.
Abbott. Austereo. Budget Rent A Car. Cognis.
Abena. Australian Taxation Office. Building Element Assessment COI.
ABI. Autodesk. Lab. Colas Reunion Industries.
Abingworth Management. Automobiles Citroen. Bulgarian-American Credit Coldiretti Lombardia.
ABSA. Avendra. Bank. Colliers.
Accipitor. Avilton Foods. BUPA. COMAG.
Accountability Training. Avis. British Venture Capital Associa- Commonwealth Bank of Aus-
ACD Labs. AWB. tion. tralia.
ACNielsen. AXA. BWG Foods. Companhia Energética
Acqua Minerale San Ayudhya Securities. de Minas Gerais.
Benedetto. Aziotics. Cable & Wireless. Compass Group.
Acrux. Cadbury Trebor Bassett. Compuware.
Active International. BA Trading. Calor. ConocoPhillips.
Actix. BAE Systems. Campbell Soup Company. ConvaTec.
Adams & Westlake. Ball Packaging. Canal Digital. Coogee Chemicals.
Adelphi Group. Ballantyne Homes. Capital Radio Group. Cook Medical.
Adgistics. Banco Itaú. Carat. Coop Italia.
Adidas. BankBoston. Cardinal Health. Coors Brewers.
Aegis Media. Barclays Bank. Cargill. Corning Cable Systems.
Aegon. Barclays Ventures. CarnaudMetalbox. Corporate Express.
AFL Solicitors. Barloworld. Carter Holt Harvey. Corporate Traveller.
African Defence Systems. Bartle Bogle Hegarty. Castrol. Corruseal.
Afton Chemical. BAT. CAT. CPM.
Afvalzorg Holding. Battiston Consulting. Cathay Pacific Airways. CR Bard.
AGA. Bayer. Cazenove Private Equity. CRC Group.
Aggreko. BBC. CCS/Omnicom. Creative Channel Services.
Agility. BBDO. CD Ogilvy. Credipar.
AIG. BCD Travel. CDI Pinnacle Management. Credit Du Nord.
Airservices Australia. BD. Cebal/Alcan. Crombie Lockwood.
Aker Kvaerner Beiersdorf. Celestica Kladno. Crompton.
Engineering Service. Bell Pottinger. Cereal Partners UK. Crown Castle International.
Alcan. Benefit Cosmetics. Cerebos. Crown Cork & Seal.
Alcoa Alumínio. Bentley Communications. Ceres Beverage Company. CSIRO.
Alfa Insurance. Berri. Chalhoub. CTB.
Alfa Laval China. Betts UK. Channel 4. Cuisine de France.
Alfa Strakhovanie. BHP Billiton. Châteauform.
Alliance Pharmacy. Biogen Idec. CHEP. DACEM.
Allianz. BITE Lietuva. ChevronTexaco. Daily Mail.
Allied Domecq. BJL Group. CHH Pulp & Paper. DaimlerChrysler.
Almirall. Black & Decker. Chime Communications. Dalter Alimentari.
Alphapharm. Bloomberg. Chivas Brothers. Danaher Motion Särö.
Alstom. BMW. Christchurch City Council. Danone.
Altadis. Boehringer Ingelheim. Christian Dior. Daramic.
Amadeus Capital. Bord Gáis. Chrysalis Radio. DAS Omnicom.
Amazon.co.uk. BP. Cinépolis. DB Breweries.
Amcor. BPB. Cisa Trading. DCUK.
Amersham Biosciences. BPI. Citigroup. De Stiho Groep.
AMP. BPI Leroy Consultants. Clara.net. Debbane Freres.
Anchor Yeast. Bramac Stresne Systemy. ClarityBlue. Defence Procurement Agency
Antonio Puig. Brasseries Kronenbourg. Clausen Miller. (UK).
ANZ. Brau Union. Clayton Utz. Deloitte & Touche.
AOL. Bridge Shipping. Clear Channel. Delvita.
Archant. Brisbane Airport Corporation. Cline Davis and Mann. Department for Transport (UK).
Artven. Brisbane City Council. China Light & Power. Department of Defense (US).
ASC. Bristol-Myers Squibb. CMR International. Department of the Premier and
Asda Stores. Britannia Operator. CNN. Cabinet (NSW).

17

Deutsche Post World Net. Erawan Group. Genesis Energy. Hong Kong Air Cargo Terminals.
Devonshire Hotels. Ergon Energy. George Weston Foods. Hutchison Ports.
DGB. Ericsson. Geotechnical Engineering. Hydro Tasmania.
DHL. Ernst & Young Global. Gillette/P&G Hyphen.
˘
Diageo. ERSTE Ceská spo˘itelna
r Gist/BOC Group.
Diamond Management Esanda Finance. GKN. Iceland.
& Technology Consultants. Eurodata Systems. Glassons. ICON Clinical Research.
Dick Smith Electronics. Eurosport. GlaxoSmithKline. Idroterm.
Dillon Bass. Eversheds. GlobAlliances. i-Faber.
DIMA. Evian. Global SantaFe Corp. IHTM Conforama.
Dimension Data. Evolution Flowers. GlobeCast. IKEA.
Diners Club. Exact Magyarország. Glow Group. Illovo Sugar.
Dirol Cadbury. Excerpta Medica. Glue London. ImageComm.
Discovery Networks Europe. GNL. Imperial Tobacco.
Distell. Fabris Lane. Govt of New South Wales. Impress Metal Packaging.
Dixons Stores Group. Fairfax - The Age. GPO Ingeniería. IMCD/Honeywill & Stein.
Dominion Funds. Fallon. Grace Davison. Incitec Pivot.
Doncheva. Faurecia. Greencore. Incredible Connection.
Dongwha Patinna. FCL. Grenco. Independent News & Media.
Döres. Federmanager Bologna. Grizzard Communications. Indevco.
Dorma. Felda Bridge Africa. Groupe Express-Expansion. Indigo Capital.
Dow Corning. Ferring Pharmaceticals. Grupo Prisa. INEOS Enterprises.
DPC. Fidelity International. Gruppo PAM. Initiative Media.
Dr. Peter & Co. Finance Wales Investments. GS Caltex. Innospec.
Drake & Scull. Financial Times. GSD&M. Innovex.
Dreher Sörgyárak. Finidr. GTOI. Insight Investment.
DSGI. First Data International. Guardian News & Media. Interislander.
DSM. First National Bank. Guerlain. International Power.
DTR. FirstRand Bank. Gunther Titex. International SOS.
Dulux. Fleishman-Hillard. Interstar Modes.
Duropack-Starpack. Flight Centre. Hager Group. Intrade Partners.
DWUK. FMC Corp. Halfords. Inverness and Nairn Enterprise.
Dyson. FMCG National Cold Hall & Partners. Invitrogen.
Storage Namibia. Halliburton. IPC/Marketforce.
E.ON. FOA. Hallmark Cards. IQSYS Informatikai Rt.
eBay. Fontanafredda. Harcourts Real Estate. Irish Cement.
eBucks. Foremost Friesland. Harel Frères. Irish Distillers/Pernod Ricard.
Eddie Stobart. Företag. Harman. Iron Mountain.
EDF Energy Contracting. FormFlo. HarperCollins. Irvin & Johnson.
Edrington Group/Maxxium. Foster’s Group. Hartmann.
Egis Slovakia. Freedom2Surf. Havana Club International. Jackson Hewitt.
Eglo Slovensko. Freescale Semiconductor. Hawkins Construction. Jaguar & Land Rover.
Eircom. Freudenberg. Hawkpoint. Jakob Mueller Frick.
Eka Chemicals. Fujifilm. Hayman Barwell Jones. Javelin Direct.
Elastika Michelin. Fundes. HBA Health Insurance. JCB.
Elca (Thailand) Limited. Future Publishing. HBO. JC Decaux.
Electronic Arts. HBOS. Jetix Entertainment.
Elsevier. Galileo Press. Heineken. John Fairfax Holdings.
eLUXURY.com/LVMH. Gallaher Group. Hella Australia. John Lewis Partnership.
EM. Gamestation. Henkel. John Swire & Sons.
Emap. Gandel Retail Management. Jas. Hennessy. Johnson & Johnson.
Embaixada da Polônia. Gant Travel. Hennessy. Johnson Controls.
EMC. Garnier Henry Bath. JohnsonDiversey.
Emerson Climate Technologies. Gavin Anderson/Omnicom. Hewlett Packard.
Empatha. Gaz de France Hexion Specialty Chemicals. Kaingaroa Timberlands.
Empire World Trade. GDAIS. Highlands & Islands Enter- Kaluga Brewing Coy/SAB
Empresa. GE Healthcare. prise. Miller.
Energex. GE Holdings. Hill & Knowlton/WPP. KCI.
Enhance Dental Care. GE Money Bank. Histogram Ltd. Keller Ground Engineering.
Environment Agency. General Mills. H J Heinz. Kelly Services.
Epicor Software. General Motors. Hobart City Council. Kembla Products.
Equant. Generics UK. F. Hoffmann - La Roche. Kemira Chemicals.

18

Kelly Services. Massdiscounters. National Hospital Network. Pfizer.
Kembla Products. Massmart. National Starch. PHD Media.
Kemira Chemicals. MasterFoods. Navis. Philip Morris.
Kenzo Parfums. Mattel Toys. Nestlé. Philips.
Kepak Convenience Foods. Maurema Trading. Netonomy. Physician Sales & Service.
Kerry Foods. Maximus Coaching. New Skies Satellites. Pinneys of Scotland/Uniq.
Kespro. Maximuscle. Nike. Pioneer Foods.
KFKI-LNX. Maxxium. ninemsn. Pivovar Saris.
Kiatnakin Bank. Maybelline New York. Nissan Motor GB. Pizza Hut.
Kiev Mohgila Business School. McCann. NMT. Platform Nine/ninemsn.
Kiki Lab. McDonalds. Nokia. Pliva.
Kimberly-Clark. McNeil/Janssen-Cilag. Nokusa Engineering Informat- Plze˘ sk` Prazdroj.
n y
Kingspan. MCE. ics. PMCDE.
K-Kauppiasliitto. MCPS-PRS Alliance. Norske Skog. Porter Novelli.
KKS Compass Group. Meda Pharma. North West Shelf Australia Posterscope.
Kolding Kommune. Media Monitors. LNG. Powerlink.
KONE. MediaCom. Northcliffe Newspapers. Powertrain.
KPMG. Mediaedge:cia. Nosys AJjV. PPC Lime/Barloworld.
KPMG Corp Finance. Medi-Clinic. Nova Alinça Agropecuária. Praktiker.
KPMG Corp Recovery. MEI. Novartis. Premier Foods.
KPR. Melbourne Racing Club. NSC. Premier Transmission.
Kraft Foods. Menzies Aviation. Numil. PricewaterhouseCoopers.
Kraton Polymers. Merck Pharmaceuticals. Nutraherbs. Princess Yachts.
Kungsleden Fastighets. Meridian Wine. Nutrexpa. Procure4.
Kuwait Finance House. Mercedes-Benz USA. Mer- Nutricia Clinical Care. Progressive Enterprises/
chants. Woolworths NZ.
Laboratoires Polivé/Groupe Merisant Hungária. O2. Provid/BBDO.
Georgia Pacific. Merrill Lynch. Oasis Water Factory UAE. Proximity London.
Landmark Graphics. Metro UK. OBI Hungary Franchise Centre. Prudential.
Learning Solutions. Michelin Tyre. O’Brien Glass Industries. PTT Exploration and Produc-
LeasePlan Slovakia. Micromuse Inc. Oceana Brands. tion.
Leatherhead Food Intl. Microsoft. Octapharma. Putetto.
Lékárny Lloyds. Mighty River Power. ODS Business Services.
Leo Burnett. Millipore. OMD. Qantas Airways.
Lever Fabergé. Mindshare. Omnicom Group. Qenos.
L’Express. Ministry of Education (Aus- Opus. QIC.
Lilly. tralia). Oracle. QML Pathology.
Linens ‘n Things. Mitchells & Butlers. Orange. QMP Publicis.
Lingarden Flowers. MLC. Orangina Group. Quality Spirits International.
Lloyds TSB Bank. MMG. Organic. Quest International.
LNX. Mobiltel. Orica. Quintiles.
L’Oreal. Moët Hennessy/Diageo. Origin Energy.
Louis Vuitton. Moinhos Shopping. Ortho-Clinical Diagnostics/ RAAF.
Lowe Corporation. Molson Coors. Johnson & Johnson. Rabobank.
H. Lundbeck. Mondi Packaging. Osborn & Barr Communica- Radiospares.
LVMH. Moreng Metal Products. tions. Rainbow Farms.
Morgan Stanley. Out Of The Box Management. Rand Merchant Bank.
M2M. Motherwell Bridge Engineer- Oxford University Press. Randstad.
M.Video. ing. Rathbone Brothers.
Macquarie Bank. Motorola. PACE Partnership. Rautakesko.
Maersk. MPG. Pacific International. Rayonier.
Maina Panettoni. MSN. Pangbourne Properties. RBS.
Maison Johanes Boubee. MSVC. Pangea Trading Company. Reading Alloys.
Makro. Mueller. Pannon GSM. Reckitt Benckiser.
Malia. Multiple Foods. Parfums Givenchy Canada. Red Bee Media.
Mamusa Marketing. Musgrave. Patak’s Foods. Red Mill Snack Foods.
Manning Gottlieb OMD. Myrurgia. Patheon. Reilly People.
Mannington Mills. PepsiCo. Rexam.
Marketforce/IPC. Namibian Beverages. Permark Supply Network. RHM.
Marnier Lapostolle. Nampak. Permira Advisers. Ricoh.
Marsh. National Brands. Pernod Ricard. Rieter.
Marstons. National Express. Pescanova. Right4Staff.

19

Rijk Zwaan Iberica. Skycity Adelaide. TDL Distributors. Unisource Sistemas.
RLM defence contractor. Slovak Telecom. Techint. Unisys.
RMIG-RM BESSON. Slovensk´ plynárensk´
y y Technopark. Universal Music.
Roads & Traffic Authority of NSW. priemysel. Telefonica Móviles. USAF.
Roaring 40s. Smarteq Wireless. Telkom SA.
Robinson Plastic Packaging. SMEC/Groupe Colas. Tellumat. V&S Absolut Spirits.
Roche Products. Smorgon Steel. Telstra. Vanguard Solutions.
Roland Food Corp. Snickers Europe. Tesco. Vattenfall Data.
Rolls Wood Group. Soda-club. TestGrid. Vector Logistics.
Rolls-Royce. Sokotel. Tetley. Versatel Netherlands.
Rossmann. Solomedios. Tetra Pak. Victorian Urban Land Authority.
Royal Liver Assurance. Solutia. Texel Finance. Vinimark Trading.
Royal London. Sony. TfL Congestion Charging. Virgin Atlantic.
Royal Thai Air Force. RS Com- Sophos. TfL London Buses. Virgin Money.
ponents. South African Airways. TfL London Underground. Virgin Radio.
RSM Robson Rhodes. South East London Strategic Thai Olefins/PTT Chemicals. Vital Health Foods.
RTÉ. Health Authority. Thales. Vodacom.
Russell Reynolds. Spar. Thames Port. Vodafone.
Spescom DataVoice. Thamesport. Volksbank Garbsen.
SAB Miller. SPI Pharma. The Technology Partnership. Volvo Trucks.
SAD/Pioneerfoods.` Spizza 30’ / Pizza Hut. Therakos. Vseobecna Uverova Banka.
Safmarine. Spotless. Third Sigma International.
Sainsburys. SPP. Thrutainers. W.L. Gore & Associates.
Saint Gobain. SRV. Thule Fastighetsutveckling. Waitrose.
Samancor Chrome. SSL-Magyarország. Tiger Brands. Walker Books.
Sandy Lane Hotel. St Ivel. Tilda. Ward Wilson.
Sanitas. Star Shipping. Tile Warehouse. Warner Bros.
Sans Fibres. Starbucks Coffee. Timbercorp. Watlow.
Santander. Starcom Mediavest. TimeWarner. WBC.
Santos. Steelcase. T-Mobile. WDB Brands.
SAP. STEF-TFE. TNS. WDS Global.
Sasko. Steritech. Toll NZ Consolidated. Wesley Radiation Oncology.
Saurer Hamel. Stock Exchange of Thailand. Top-Toy. Western Union.
SC Johnson. Stoneridge Pollak. Torreal. WestLB.
SCA Direct / Omnicom. Storck. Toys “R” Us. Westpac Banking Corporation.
Scandinavian Tobacco. STOXX. Trammell Crow. Whirlpool.
Schering Plough. Strapmark. Transend Networks. Wieden+Kennedy.
Schweppes. Strive Training. Transmark/SAB Miller. Wrigley & Co.
Scottish & Newcastle. Sulzer Pumps. Transtel. Williams Lea.
Scottish Courage. Sun Microsystems. Transurban. Wintershall Noordzee.
Scottish Equity Partners. Suncorp. Transwest Haulage. Woodchem.
Scottish Life. Suporte Portas Corta Fogo. Transworld Freight. Woodside Energy.
Scotsman Publications. Sustain. Trinity Advisory 2001. Woodward Foodservice/TBFG.
SCQuARE. Swift Energy NZ. Tronox Pigments. Woolworths.
Screwfix Direct. Sydney Airport Corporation. TRUenergy. Wyborowa / Pernod Ricard.
Sealed Air. Symbian. TRW Automotive. Wyeth Pharmaceuticals.
Slovak Telekom Syngenta. TUI UK. Wynnstay Group.
Sekela Consulting. System Brasil. TVNZ.
Sephora/LVMH. Twinings. Xyratex.
Shell Australia. T+C Matador Sales.
Shoprite Checkers. Taeuber & Corssen. U.S. Army, Center for Contract- Yum Restaurants International.
SHS Sales & Marketing. Target Express. ing
Siemens. Tasman Orient Line. & Commerce. Zapplift.
Silvachimica. Tasmanian Department of UCB Pharma. Zenith Optimedia.
Sinclair Knight Merz. Treasury & Finance. Umicore.
SingTel Optus. Tattersall’s. Unilever.
SIXT lease/Speed Lease. Tchibo Budapest. Uniq Prepared Foods.
SKILLED Group. The Direct Agency. Uniqema.

20

SCOTWORK was formed in 1975 and has specialised in running Negotiating Skills
training courses for industry, commerce, the professions and government ever since.

The SCOTWORK Negotiating Skills Course is run over 2 /2 days with twelve participants
1

and two tutors. The course is intensive and highly participative involving over 7 hours of
live negotiating exercises which are video-recorded for subsequent review and
evaluation.

All the SCOTWORK course materials, theory and methodology have been developed
in-house by the SCOTWORK team and are unique to them. The skills taught reflect
practical business experience, provide straightforward advice and can be immediately
applied in a work situation.

SCOTWORK is involved in teaching negotiating skills in over 50 countries and operates
through a network of offices in 29 countries and 19 languages. The course is run both as
an Open (public) Course and as a One-Company Course.

In addition to our flagship negotiating skills course, we offer a range of tailored
negotiating solutions and consultancy.

7 Fortrose Street,
GLASGOW G11 5NU,
United Kingdom
Tel: + 44 141-357 3989
info@scotwork.com
www.scotwork.com

Australia, Belgium, Brazil, China, Czech Rep., Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Lithuania, Mauritius, Mexico,
Middle East, Netherlands, New Zealand, Norway, Poland, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Turkey, Ukraine,
United Kingdom, USA

Measuring Successful Training

www.scotwork.com
Australia • Belgium • Brazil • China • Czech Rep. • Denmark • Finland • France • Germany • Greece • Hong Kong • Hungary • Ireland • Italy
Lithuania • Mauritius • Mexico • Middle East • Netherlands • New Zealand • Norway • Poland • Romania • Russia • Singapore • Slovakia
Slovenia • South Africa • Spain • Sweden • Turkey • Ukraine • United Kingdom • USA

Scotwork - Raport z badań nad skutecznością szkoleń

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