PUPLIC & IN_HOUSE TRAINING 2015 (updated)

57-59 Ho Tung Mau Street, info@mindworktraining.com
District 1, Ho Chi Minh City Tel: +84 (0) 8 3914 1234 / +84(0) 903727059
Viet Nam www.mindworktraining.com
PUBLIC & IN-HOUSE TRAINING 2015
Training course Course Information
Sale & After-sale skill training
Basic & Advanced Sale Skills
Equipped with tools to find out new clients, steps in the
process of sale and different ways to approach clients.
Communication skills to make acquaintances and to build
good relationship with clients.
Dealing with difficult situations and difficult clients
Building sale teams.
Negotiation Skill in Sale
Equipped with techniques to help trainees to become more
confident and powerful in negotiations.
How to find out win-win solutions and how to deal with
clients when only one can benefit from the deals?
How to deal with difficult situations before during and after
negotiations?
Building negotiation teams.
Customer Service
Helping managers to set up standard procedures for
customer services and support their staff to perform
customer services in order to manage clients’ expectations
and obtain their satisfaction.
Equipped staff with techniques to communicate effectively
with clients, to build up trustful relationship with clients and
to maintain their loyalty with company.
Customer Orientation
Helping to build up a corporate culture which takes internal
and external customers’ expectations and satisfaction at
the center of all its activities.
Improving the serving mentality of leaders and staff and
increasing their capacity to flexibly and innovatively meet
the demands and expectations from clients in different

situations with the aim to improve the company’s
competitiveness in the market.
Tele sale
How to make your clients listen to you is the main purpose
of the training.
Equipped trainees with techniques to prepare for a tele-
sale, essential communication skills on telephone and
practical tricks which can help to bring about immediate
good results from a tele-sale.
How to deal with refusals from clients and difficult situations
during and after the telephone.
Dealing with Difficult Clients
Meeting tough clients will make sale men lose their
confidence and can easily be overwhelmed by the clients in
negotiation. Trainees will learn how to deal with difficult
clients in different situations will help sale staff to take
control of the situation to obtain their targets while maintain
good relations with the clients
.

Training course Course Information
Human resource training
HR for non-HR
Providing insights on basic knowledge, including trends and
best practices of HRM for a line manager to manage their
staff in the team better.
Supporting trainees to identify problems/areas to be improved
in HRM in their departments and discussing about solutions.
Interviewing Skill
Learning and practicing 2 most important methods in
interviewing: Star and Filer Methods. Equipped trainees with
techniques to be able to evaluate the candidates’
competencies and the suitability level of the interviewed
candidates to the vacancies.
Interpersonal skill
Time Management
Learning how to make good planning, to prioritize tasks and
delegate unimportant tasks to others to create more time and
reduce stress for oneself. Feeling confident to take control of
the task schedule will help to improve one’s performance
Assertiveness
Providing trainees who find it difficult to say “No”, techniques
to speak up and keep a firm stance on their views with others.
The art is to maintain a good relation with others while
expressing clearly one’s positions.
Presentation for High Impact
Providing trainees with different techniques to make a
convincing, compelling and inspiring presentation from
preparation, making clear and sound arguments to controlling
one’s fear and stress in front of the public audience.
Trainees will practice to express their opinions, attitudes and
emotions by verbal and non-verbal communication to create
high impacts for their presentation

Emotional Intelligence
Equipped trainees with techniques to understand emotions of
one-self and of others in the surrounding and to
manage/control one’s emotions in different situations and
their relationship with others.
Habits of Highly Effectively
People
Helping trainees to raise their awareness of having highly
effective habits and providing them tools to shape 7
principles/habits of highly effective people, namely principles
of personal vision, personal leadership, personal
management, interpersonal leadership, empathetic
communication, creative cooperation and balanced self-
renewal.
Rational and Creative
Problem Solving
Depending on specific problems and situations, we have to
flexibly choose between rational and creative thinking to apply
to find out the best solutions to a problem.
After helping trainees with problem defining and problem
analysis, the course will provide them different tools for
designing a solution, namely logical thinking and creative
thinking. Each approach has its merit and limits and none is
better than the other.
Problem Solving and
Decision Making
The course provides an organized approach to problem-
solving and decision making. Beside going through 7 logical
steps in the process of rational thinking, the course will focus
on the methods of input-output description, cost-benefit
analysis and Herring-bone diagram. Besides, trainees will
learn how to make right and appropriate decisions by
analyzing wider consequences and impacts of decisions, and
critical success factors and measuring practical effects of
decisions.
Taking Ownership of a
Aimed at changing the employees’ attitudes toward their

Problem responsibilities at work and improving their capacities of taking
their own actions and initiatives, the course will help
participants to better handle the problems themselves in a
more mature and independent way as if they were the “owners
of the problem”.
Creative Thinking
From understanding the importance of thinking
“out of the box”, trainees will experiment various ways of
“unusual” or “abnormal thinking” to generate transformative
and innovative solutions to even a “traditional problem”. The 6
thinking hats will become a new tool for creative cooperation,
which will promote a comprehensive and all round sided way
to approach a solution.
Influencing Skill
After learning and practicing 4 different styles and 10 steps in
influencing others in concrete situations, the trainees can
strategically and flexibly shift between these styles when the
situation has changed to influence the opinion, feelings or
behavior of others without the use of formal power.
Communication Skill
Aimed at the improving trainees’ communication behaviors in
different situations, the course will analyze different sources
of miscommunications of the message givers and receivers.
To remove these barriers and to make one’s speech
understood clearly by and more appealing to others, the
course provides trainees with basic rules of communication,
different steps in the communication process and different
aspects and layers of communication and allow trainees to
practice with various ways of verbal and non-verbal
communication.

3
rd
Party Conflict Resolution/
Conflict Management
Aimed at effectively intervening into a conflict as a third party,
trainees will learn 4 different conflict styles, the arising of
conflict in different communication levels and different levels
of conflicts. Depending on the level of conflicts, trainees will
learn where and how to intervene effectively by going three
concrete steps: initiating and guiding clear communication
among the parties, choosing the level on which to solve and
switching between different roles of the third party in different
situations.
Management and Leadership
Management Skill
Aimed at providing general and basic management
knowledge and skills to managers, who have some
experience but lack of a foundation of managing staff, the
course will provide trainees with 3 different management
styles and basic knowledge on planning, organizing, staffing,
directing, coordinating vs. controlling and reporting as
essential skills for a line manager.
Coaching
Coaching is a facilitating tool of a manager and leader in
order to develop their staff and to exploit their potentials to
grow higher in the future. Instead of providing a solution
straightly to their staff for a problem, the manager as a coach
has to guide their staff through various stages to find their
own solutions by empathetic listening, asking the right
questions, probing techniques, observing and giving
feedbacks and intervening in the right time, depending on the
level of maturity of the staff.
Project Management
A project is born and developed to strategically implement
new initiatives in the company. Basically, trainees will learn
how to design a project by breaking it into different
manageable components and how to coordinate and monitor

a project in term of schedule, human resources and finance.
Trainees will apply concrete techniques in their own projects
and will learn how to handle actual problems which may arise
in the process to withdraw lessons for themselves.
Authentic and Situational
Leadership Skill
Unlike authentic leadership skills, which mainly deal with
missions, visions, functions and roles of an authentic leader,
the situational leadership skill will help managers how to
assign tasks to the staff, manage and review their
performance in different situations, appropriate to their
maturity levels. There are four leadership styles, relatively
matching to 4 levels of maturity of staff. A good leader will act
appropriately according to concrete situations.
Supervisory Skill
The course is aimed at supporting team leaders or assistant
managers in their transition period to become fully-fledged
and matured managers in the future. Beside understanding
the mission, roles and functions of a supervisor, the course
will provide trainees with basic leaderships skills like planning,
priority setting, task assigning, taking responsibility,
motivating staff, and understanding and respecting self and
others in the team dynamics.
Gung-ho (the art of
motivating your staff/team
members)
As a manager or a team leader, it is your task to motivate your
staff, to empower and inspire them to be more enthusiastic in
doing their jobs every day. The course will present trainees
three parts: (1) staff are doing useful work, which is not only
important to their survival but also to make the world better (2)
the process reaching the targets must be accountable and
under control (clear task scopes, manageable but challenging
tasks, and mutual respect), (3) the art of motivating your team
members (congratulations from the heart, cheering short-term
success and financial motivation)

Delegating a Task/a Problem
Managers often expect from their staff to take the ownership
of a problem or performing a task as if it was their own
problem, regardless the staff’s seniority level. The course will
support the trainees to enhance their leadership capacity in
delegating a task to their staff. With an understanding of the
difference between assigning a task and delegating task,
managers need to make it clear about their expectations from
the both sides in delegating a problem and finding a solution.
Attention should be made to how a manager will give
instructions to their staff and monitor the whole process of
delegating and how a manager will communicate with the
staff about their mistakes or under-performance.
How to Build an Effective
Team?
The course will start with a basic understanding on a team
definition and the role of a team leader, area of responsibility
within a team, different stages of team development, and a
model of 5 success drivers for a team engagement. Trainees
will learn and practice in 7 areas in team effectiveness,
namely (1) team alignment, (2) team behaviors and team
communication, (3) creativity and exploration, (4)
preparations and synchronization, (5) results, (6) feedback,
(7) relationship. Lastly, the course will provide an
understanding of team roles, which will help a team leader to
make full use of and combine different talents and potentials
in a team in different missions to make team perform better in
general.
Change Management
Improving the capacity of staff and managers to cope with
changes in organizations and in the market is the aim of the
course. From an understanding of 5 most important factors
contributing to the successful changes, the course will go
through 8 steps guiding trainees to make successful changes
from preparation to implementation and consolidating
changes after the success; (1) creating the urgency to
change, (2) creating a guiding team, (3) creating simple and

clear visions and strategies, (4) communicating these vision
and strategies, (5) removing different types of barriers, (6)
creating short-term success, (7) building upon changes, (8)
making the changes take roots in the organization.
General information
Public training:
Trainers : Profiles will be provided upon request
Language : English/Vietnamese
Group size : 6 - 14 people
Place : Will inform before the course
Tuition fee : 2,000,000 VND/day (including venue cost, tea/coffee break and
lunch and all training material)
Discount : 5% from the second person who registered and 5% for early birds.
In-house training:
Trainers : Profiles will be provided upon request
Language : English/Vietnamese
Group size : maximum 25 people
Place : Will be arranged by clients
Tuition fee : 22,000,000 VND/day for a Vietnamese trainer (including all training
material)
: 27,000,000 VND/day for a foreign trainer (including all training
material)
Discount : 5% from the second courses in one order.

PUPLIC & IN_HOUSE TRAINING 2015 (updated)

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