The seminar will enable managers and leaders to address the changes needed as well as the process and implementation of change. The seminar also emphasizes on the tools, frameworks, ideas and case studies to help you to lead change initiatives effectively.

Selected Session Topics

• Setting the agenda for change
• Understanding change
• How to implement change successfully?
• The change process – What it involves?
• Measuring and evaluating change
• Applicable change process model
• Change model that successful companies use

• Understanding the change process
• Identify the options for organizational change
• Identify your own leadership approach to change
• Develop knowledge of the strategic, organizational and personal challenges of a successful change
• Identify ways people resist change and plan management actions to lessen resistance
• Discuss the tools, frameworks and concepts of change and learn how to lead the development of an effective change process

Consider these scenarios:

• You are in the midst of an important project when you encountered a tough problem, don’t you wish you can generate a few ideas to resolve the situation?
• Your current process is inefficient and obsolete; your boss wants you to find a better way. How are you going to find new ideas to improve it?
• Recession is round the corner.  You need to think of various ways to reduce cost and improve profit margin.
• Your major customer expresses the need for a unique solution and looks upon you to help him create it. How are you going to think out-of-the-box to help your customer?

If these scenarios are familiar and close to your heart, then this workshop is for you. 

All of us are born creative. You can rediscover your creative thinking mind through our fun and interactive workshop.

This interactive workshop will be conducted with a good blend of instruction, problem brainstorming, discussions and games. Participants are encouraged to bring their real-life problems to the class for discussions and ideas generation.

Managers, executives, supervisors, team leaders or anyone who wants to achieve more and be more efficient in their use of time.

Selected Session Topics

• Introduction to creativity and Innovation
• Ideas Trap
• Are Facts really facts?
• The innovative Mindset
• Creative Problem Solving
• Divergent methodology and tools
• Convergent methodology and tools
• Solving real life problems
• How to present your ideas

At the end of this workshop, the participants will learn:

• What is creativity and innovation;
• Different techniques to solve problems;
• Tools and methodology to generate ideas;
• How to avoid Ideas Trap;
• Think out of your box;
• How to select the best ideas;
• To best present their ideas to their management.

Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops.

COMMUNICATE WITH CONFIDENCE - HOW TO INFLUENCE & WIN WITH PEOPLE HRDF Claimable

Course fee: RM1280 per pax (Early Bird & Group Rate Available)

Apart from having the right attitude, effective people skills and an ability to get along well with staff, co-workers, customers and management are keys to a manager’s  success at work and in business.

An in-depth knowledge and understanding of yourself and the personalities of the people you work with will definitely make life easier and more meaningful for you, not to mention higher success in sales, improved teamwork and in getting promoted…resulting in more income & job satisfaction for you.

This course forms the foundation of understanding yourself and understanding others. It aims to explain the ‘mystery’ of human behaviour, enabling you to make sense of the often complex nature of everyday relationships.

General Managers, Customer Service Managers, Helpdesk Managers, Operations Managers, Quality Managers and all service-related managers and supervisors.

Selected Session Topics

• Introduction : Effective Communication
• Understanding Yourself
• Identifying The personalities
• Understanding Others
• Managing People & Getting Along
• Making it work for you
• Being a Solution Focused manager
• Being the leader others want to follow
• Case studies

The main objectives of this workshop are:

• To create awareness of one’s personality, one’s strengths & weaknesses;
• To provide an understanding of the four personality types and how to relate effectively with each type;
• To enhance communication & relational skills with team members, management and customers, thereby improving relationships;
• To provide an opportunity for participants to change their perspective from “this is how I am, understand me” to “this is how he/she is, understand him/her”, thus transforming relationships;
• To be solution focused when helping staff to carry out their tasks.

Angeline Yong. Angeline was the HP Country Manager, Education, before her involvement with Everest Innovation.

The world is not short of opportunities for you to dramatically grow your orders, or to reduce cost or to improve your customer satisfaction.  It is simply short of ideas to do so.  This course will equip you and your team with the break-through ideas you need to bring to your team to leap ahead of your competitors. 

This interactive workshop will be conducted with a good blend of instruction, discussions and role-plays.  Participants are encouraged to bring their real-life goals, dreams and problems to the class for discussions and ideas generation.

Selected Session Topics

• Everest Challenge
• Captivating Dream
• Are facts really facts?
• Doing Things beyond logic
• Ideas Creation: SCAMPER
• Innovative Leadership vs traditional leadership
• Convergent Techniques: Sorting out the million $ ideas
• Incubation

• “Break out of the box”, innovate and reinvent; in thoughts, dreams and actions;
• Re-define the ways to achieve their goals;
• Build a desire to make things happen;
• See the world in a different light;
• Generate tons of ideas through unique break-through thinking;
• Identify and zoom-in on a few practical and most valuable ideas;
• To harness the strengths of the entire team to come up with the solutions

Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops.

This 1-day workshop provides a good foundation and grounding for executives who want to improve their interpersonal skills and to improve the quality of their professional and business interactions with customers, colleagues and management.

This informative and interactive workshop will be conducted with a good blend of instructions, discussions and role-plays. 

Executives and non-executive staff, project team members and functional specialists who want to develop their skills in dealing successfully with customers and colleagues.

Selected Session Topics

• Introduction : Interpersonal Skills
• First Impressions Count
• Relate & Connect with people
• Communicating Effectively
• Understand yourself
• Identify your strengths
• Understanding others
• Think Solutions
• Giving & Receiving feedback
• Managing Conflict & Difficult people

The main objectives of this workshop are:

• To enable participants to relate and connect well with people;
• To provide an understanding of who they are and to identify their strengths and communication style;
• To help participants understand how other people are different from them and thus, how to treat them;
• To demonstrate how to give and receive feedback;
• To discover ways to manage conflict & disagreements.

Angeline Yong. Angeline was the HP Country Manager, Education, before her involvement with Everest Innovation.

Every day our organization handles hundreds, perhaps, thousands of customers who purchase our products or engage our services.  As we service our customers, each transaction is processed by and is routed through several departments and through the hands of numerous staff.

As you walked down the customer area, you noticed queues being formed and are building up at the front counter.  You noticed that some customers are getting restless and found that they have been waiting for several hours.

Passing the front desk, you strolled into the technical support department and the escalation department.  You noticed that the engineers in these departments seem to have lesser workload and, in fact, some of them are freed enough to do some non-customer related activities.

Back in your office, the following thoughts cloud your mind:

1. How to increase the operational efficiency of your organization?
2. How to shorten the customer’s queue and improve the quality of services to your customers?
3. What should you do to rectify the imbalance of workload between the departments
4. How can you design processes, which traverse the various departments, more efficiently?

Your sales manager excitedly burst into your office interrupted your thoughts.  He was delighted to announced that he has just won a mission critical deal which will give the organization much higher revenue and profitability.  While you are equally excited with this deal, you are worried about a condition stating that if the organization missed the agreed response time, you will have to pay penalty to the customer.

- How are you going to structure your processes to capture this higher revenue, higher profitability market?

This exciting and highly interactive workshop will be conducted with a good blend of instructions, simulation gaming, discussions and brainstorming.  Participants will assume the role of one of the departmental manager in a service organization and make decisions pertaining the processes and resources required to service the customers.

General Managers, Customer Service Managers, Helpdesk Managers, Operations Managers, Quality Managers and all service-related managers and supervisors.

Pre-requisites

Participants with a few years of experience in the supervisory / management position will be able to appreciate this course fully.

Selected Session Topics

• Introduction to Bike Management Game
• Roles and Responsibilities
• Round 1: Departmental Effectiveness
• Round 2: Organizational Efficiency
• Introduction to System Thinking
• Round 3: Handling of Mission Critical Customers
• Experience Sharing
• Understanding the financial impact of delivery versus customer satisfaction.

At the end of this workshop, the participants will learn:

• Understand the effect of processes and organizational teamwork on the customer’s experience
• Experience the pressure, the tension and the pleasure of satisfying the customers
• Understand how processes and workflow influence the service rendered to the customer
• Understand the impact of organizational structure on your service to the customer
• Be able to make decisions pertaining to resources, processes, finance and manpower in real time and experience the impact of your decisions and changes to customer service and their queue time.

Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops.

The seminar will enable managers and leaders to address the changes needed as well as the process and implementation of change. The seminar also emphasizes on the tools, frameworks, ideas and case studies to help you to lead change initiatives effectively.

Selected Session Topics

• Setting the agenda for change
• Understanding change
• How to implement change successfully?
• The change process – What it involves?
• Measuring and evaluating change
• Applicable change process model
• Change model that successful companies use

• Understanding the change process
• Identify the options for organizational change
• Identify your own leadership approach to change
• Develop knowledge of the strategic, organizational and personal challenges of a successful change
• Identify ways people resist change and plan management actions to lessen resistance
• Discuss the tools, frameworks and concepts of change and learn how to lead the development of an effective change process

The basic functions and smooth running of any organisation lie in the hands of the Clerical and Administrative Staff.   Their jobs tend to be routine.  Routine jobs tend to be very demanding on patience and perseverance, as many may not see prospects in what they do.  These staff members need to be able to realise the importance of their jobs and how to strive for self-improvements and career growth in order to strive for greater heights of performance.  This 2-day training programme is designed to build and create positive impact on participants and to help them realise the importance of their jobs.  It will help them stay positive through self-motivation techniques and positive work attitudes for achieving excellent performance

Selected Session Topics

• Developing skills for managing self
• Goal-Setting and motivation for excellent performance
• Enhancing interpersonal communications skills
• Working in and building positive teams
• Positive working attitude

• Perform self-analysis for effective goal setting.
• Analyse and set work and personal goals.
• Develop self-confidence for success.
• Motivate self for excellent performance.
• Identify and overcome barriers for effective communications.
• Apply communication skills as a tool for personal effectiveness.
• Identify individual roles and responsibilities for better teamwork.
• Build trust in teams for positive commitments.
• Work well in teams.

Michael Chua has served in the public sector for over 23 years prior to joining the private sector as a HRD Training and Development Consultant in 1990. His service in the public sector provided very rich experiences in people management and development. This vast experience and a passion to help people develop and bring out their potentials is the driving force behind Michael’s drive to pursue excellence in this industry, where learning and helping others learn is a life-long journey 

Make your days at the office happier by learning to handle problematic people at work and still get your job done.  Every office is different, but unfortunately many of the difficult or “impossible” workers in them are the same.  However, if we can respond to them with appropriate strategies we can make our working office a much happier and more productive place.

This programme is designed for managers and executives who need to work well with difficult or “impossible” people.

Selected Session Topics

• Understanding Self and Others
• Applying Conflict Management for Relationship Building
• Human Relations Strategies
• Effective Interpersonal Communication

By the end of this 2-day programme participants will be able to:

• Identify their individual work-behaviour personality styles and habits.
• Identify and analyse other people’s work-behaviour personality styles.
• Identify, analyse and apply skills, techniques and strategies for effective and productive management of various work-behaviour personality styles.
• Build effective human relations through application of techniques for interpersonal attraction.
• Practice effectively proven interpersonal communication skills for positive results.
• Identify, analyse and apply successfully proven conflict management styles.

Michael Chua has served in the public sector for over 23 years prior to joining the private sector as a HRD Training and Development Consultant in 1990. His service in the public sector provided very rich experiences in people management and development. This vast experience and a passion to help people develop and bring out their potentials is the driving force behind Michael’s drive to pursue excellence in this industry, where learning and helping others learn is a life-long journey 

WORKING WITH AND MOTIVATING PEOPLE TOWARDS EXCELLENCE (HRDF Claimable)

In every organisation, it is excellence in supervision, which can lead to purposeful, co-ordinated, goal-directed activities.  Without excellent supervision, organisations inevitably dissipate its members' energies and other resources at random, aimlessly and may even generate counter productive activities.   This programme aims at developing people in organisations whose jobs include supervising the work of subordinates and who wish to enhance the performance of such subordinates.

This programme is designed for anyone whose job function includes supervising and managing others.  Whilst designed to meet the needs of supervisors it can be tailored to meet the specific needs of new managers, executives, potential managers and executives.

Selected Session Topics

• Supervisory roles and functions-Your place in the organisation
• Communication-The essence of understanding and performing
• Deligations-Achieving more through others
• Motivation-The art of creating willingness to perform

At the end of this programme participants will be able to:

• Identify their roles and functions and be prepared for greater responsibilities.
• Use communication and interpersonal skills in order to build up good supervisory-employee relationships and gain support from the work force.
• Identify their supervisory roles and exercise effective delegation for higher results and productivity.
• Motivate their work force towards higher performance productivity with improved staff morale.
• Handle different types of employee problems in the most effective manner.

Michael Chua has served in the public sector for over 23 years prior to joining the private sector as a HRD Training and Development Consultant in 1990. His service in the public sector provided very rich experiences in people management and development. This vast experience and a passion to help people develop and bring out their potentials is the driving force behind Michael’s drive to pursue excellence in this industry, where learning and helping others learn is a life-long journey 

This program enables you to discover more about yourself, what motivates you, what you need to keep you going and focused etc. It also allows you to discover and identify how others can be motivated to give their best and what you can do to help them grow and perform.So, if you feel that you…

• need to find inspiration and motivation within yourself, or
• you’d like to discover how you can inspire others you work with to give their best…then, this workshop is for you!

Executives, Supervisors, Team leaders & Managers (in Sales, HR, Operations, Customer Service etc)

Selected Session Topics

• Developing a Positive Self-Image
• How to develop a Winning Attitude
• A Winner’s Formula
• Purpose/Passion
• Skills (& Strengths)
• Opportunities
• Defining Personal Purpose & Mission
• Developing relationships that help you succeed @work
• Personal development Growth & Plan

• Discover & affirm your strengths
• Identify your natural talents & intelligence
• Develop a personal inventory of your skills & work experience

Angeline Yong. Angeline was the HP Country Manager, Education, before her involvement with Everest Innovation.

Management skill is one of the most essential skills needed by organizations as it involves people. Management is defined as “the art of getting things done through people” and it is the process of designing and maintaining an environment in which individuals, working together in groups, efficiently to accomplish objectives of organizations.

Management skills consist of diverse functions including planning, organizing, communicating, motivating, controlling and many more. It is a complex process and it requires delicate inter-personal skills to manage people who are the most valuable resources of any organizations. 

This course is designed for middle management such as managers, supervisors and executives to develop their inter-personal, management and leadership skills in order to improve productivity and results. It will provide you with strategies and insights that put you in control of tough situations and difficult people.

Managers, assistant managers, executives, supervisors, team leaders, line leaders or anyone in the middle management of organization.

Selected Session Topics

• Introductory to Supervisory & Management Skills
• Personal & Interpersonal Skills
• Process Management Skills
• Leadership & Team Dynamics

• Discover planning & problem solving process
• Identify the characteristics & functions of a leader
• Develop your time & stress management

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

Both of you were speaking in English and yet something is missing here. Often you doubted their capabilities and wonder would they ever improve. Did it occur to you that the problem lies in communication and not necessarily your staff?

Communication is not about what you said but what you heard. It is not direct but indirect and it does not necessarily result understanding.You want to say it right the first time and command the skills to win people. Language creates reality and effective communication creates results. This workshop puts you in control of a new dimension of leadership and provides the communication skills needed to motivate people, move up the career ladder, and handle difficult situations.

Managers, professionals, executives and business owners who want to increase their effectiveness and performance at the organizational, interpersonal and personal levels. Anyone who wants to improve communication and influencing skills, and overcome interaction barriers.

Selected Session Topics

• Learn the foundation of brain genetic style of processing information
• Do the Colored Brain Communications Inventory and discover your personal profile, strengths and weaknesses
• Identify other people’s colored brain type and deepen understanding of other people’s needs
• Use Directive Questioning methodology to influence for desired results
• Use appropriate body postures and interpretation of body language
• Develop active and constructive listening skills
• Convert negative feedbacks to positive responses

• Motivating staff
• Managing conflict
• Influencing people
• Negotiating
• Interviewing
• Giving presentations
• Conducting meetings

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

“Those who speak do not know, those who know do not speak”...A Confucian Proverb.

Did you know that communication is not about what you said but what you heard? It is not direct but indirect and it does not necessarily result understanding.The key is whether you can communicate effectively.

One of the benefits of living today is the technology and wealth of media we have to help us to communicate more quickly. One of the drawbacks is that so few of us use them effectively because we have forgotten, or never learned what is needed to make basic communication work.

You will learn the principles of communication and how we are influenced by perception, culture and thoughts. You will learn how to convert negative feedback to positive respond, the power of words and interpretation of body language. You want to say things right the first time and command the skill to win people.

Directors and Senior Executives Managers & Team LeadersSales and Marketing Professionals, Technical Specialists Professionals & Consultants, Public Affairs Spokespeople, Business owners & Entrepreneurs.

Selected Session Topics

• Introduction to Communication
• Becoming the Communicator
• Engaging with the Audience
• Giving & Receiving Feedback
• Developing Interpersonal Skills

• Developing trust & relationship
• Cross-cultural communication
• Essential communication skills principle
• Converting negative feedback to positive responses
• Turning conflict into advantage

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

1. Are you stressed – out?
2. You have too much to do and not having enough time?
3. You are missing deadlines and not attending meetings on-time?

Managing stress and time is one of the most crucial, yet neglected, management skill in a competent manager’s repertoire. When we spend time, there is no improvement in efficiency, productivity or effectiveness. The time is gone without a return. Therefore, time is a resource and it must be managed with proper skills in order to get the best. 

Managing time is about achieving result and it is the critical skill that can enhance your competency as an effective time manager. You will learn how to manage efficiently and effectively, tips to delegate and prioritise. Most importantly, it helps you to reduce stress, take better control of yourself and have a more balance work-life. To the organization, it helps to increase productivity, commitment, timely work completion and reduce organizational stress.

Directors and Senior Executives Managers & Team LeadersSales and Marketing Professionals, Technical Specialists Professionals & Consultants, Public Affairs Spokespeople, Business owners & Entrepreneurs.

Selected Session Topics

• Introduction to Communication
• Becoming the Communicator
• Engaging with the Audience
• Giving & Receiving Feedback
• Developing Interpersonal Skills

• Developing trust & relationship
• Cross-cultural communication
• Essential communication skills principle
• Converting negative feedback to positive responses
• Turning conflict into advantage

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

Amidst the current financial crisis, facing challenges and managing changes are the unavoidable management issues that keep us on our toes. As the old saying goes, there is opportunity in every crisis. To strive, it is essential to build a team that is dynamic and cohesive who can thrive under such adverse circumstances.  

This course is designed for staff and management to work effectively in team. The purpose is to understand the differences in each other and how to support and work cohesively to bring out the best in each other. It deals with management issues like communication, motivation, leadership and teamwork and how each member can leverage on each other’s strengths and weaknesses to synergize for best result. To build a dynamic team in an organization, it is essential to align organization’s values to be congruent with individual’s values. 

The workshop is highly interactive, fun and full of ideas for powering up your life. We will include the use of proven methods and psychological tools to assist you to discover your potentials for productive effectiveness.

Selected Session Topics

• Personal Inventory Challenges
• The 4 principles of Colored Brain Processors
• The 8 principles of Human Emotional Drives
• Foundation of Team Dynamics
• Developing Interpersonal Skills

• Discover the psychology behind you for team effectiveness
• Understanding the categories of people in organization
• Discover your strengths and weaknesses and the strategies for improvements
• Identify your organization’s core values and alignment with personal values
• Discover, rank and chart your human emotional drives and realize your REAL motivating force

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

Did you know that communication is not about what you said but what you heard? It is not direct but indirect and it does not necessarily result understanding.The key is whether you can communicate effectively.

One of the benefits of living today is the technology and wealth of media we have to help us to communicate more quickly. One of the drawbacks is that so few of us use them effectively because we have forgotten, or never learned what is needed to make basic communication works.

You will learn the principles of communication and how we are influenced by perception, culture and thoughts. You will learn how to convert negative feedback to positive respond, the power of words and interpretation of body language. You want to say things right the first time and command the skill to win people.

Individual whose success, depends on effective communication skills in meetings, presentations or one-to-one discussion. Anyone who wants to improve communication skill and overcome interaction barriers.

Directors and Senior Executives, Managers & Team Leaders, Sales and Marketing Professionals, Technical Specialists, Professionals & Consultants, Public Affairs Spokespeople, Business owners & Entrepreneurs, Others

Selected Session Topics

• Foundation of communication
• Components of communication
• Essential skills in communicating
• Barriers in communication
• One & Two Way Communication
• Communication & Perception
• Active listening: Questioning technique, Paraphrasing, Probing
• Body language & postures
• The power of words
• Ways to say NO

• Participants will enjoy the benefits of enhanced self-esteem and social confidence which in turn will impact positively on the quality of your work performance. The areas where benefits can be accrued are:
  o    Motivating staff
  o    Managing conflict

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

1. Are you stressed – out?
2. You have too much to do and not having enough time?
3. You are missing deadlines and not attending meetings on-time?

Managing stress and time is one of the most crucial, yet neglected, management skill in a competent manager’s repertoire. When we spend time, there is no improvement in efficiency, productivity or effectiveness. The time is gone without a return. Therefore, time is a resource and it must be managed with proper skills in order to get the best. 

Managing time is about achieving result and it is the critical skill that can enhance your competency as an effective time manager. You will learn how to manage efficiently and effectively, tips to delegate and prioritise. Most importantly, it helps you to reduce stress, take better control of yourself and have a more balance work-life. To the organization, it helps to increase productivity, commitment, timely work completion and reduce organizational stress.

Managers, executives, supervisors, team leaders or anyone who wants to achieve more and be more efficient  and effective in their use of time.

Selected Session Topics

• Personal Inventory Challenges
• The 4 principles of Colored Brain Processors
• The 8 principles of Human Emotional Drives
• Foundation of Team Dynamics
• Developing Interpersonal Skills

• Build the foundation, concept and importance of time management
• Develop self management skills to control and manage time
• Apply key principles of time management in managing personal time and office work
• Identify time wasters and time saving techniques

Ms. Lily Lau . Lily is one of Asia's leading trainer and facilitator, she has worked with many leading MNC organization.

A manager has to juggle with various demands, often with competing and conflicting priorities. As he does so, he must keep the organization goals in mind and balance them with the constraints that his staff face and the requirements that his customers demand.

This workshop equips a new manager with the essential skills to plan, organize, manage, control and lead his team towards organizational excellence.

Intended Audience: New managers and those with 1-2 years experience as a manager will benefit most from this workshop.

Selected Session Topics

• Introduction to Management
• Roles and responsibilities of a manager
• Goal Setting
• Planning
• Managerial Skills
  • Leadership
  • Motivation
  • Team-building
  • Delegating
  • Coaching
  • Change Management
  • Decision Making
• Managerial Resources
  • Human Resource: Staffing
  • Processes and Control
  • Tools
• Performance Measurement
• Management Next Step
  • Preparing for the Future

• At the end of the workshop, participants will be:

  • Understand the role of a manager and their responsibilities
  • Understand the tasks of a modern manager in the changing environment
  • Able to plan, set objectives and goals for his department based on organizational needsLearn and apply the various essential managerial skills to lead and manage his team well
  • Build a great team through motivation and team building techniques
  • Get work done through others by good delegation techniques
  • Coach their teams to success
  • Handle change well, considering the people and organizational requirements and constraints
  • Make well-thought out decisions, despite the uncertainty in the environment
  • Utilize the various management resources effectively to fulfill the organizational and customer’s requirements
  • Understand how processes and activities interact together to achieve efficiency and control
  • Management the team’s performance via a series of critical success factors

Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops.

Two executives who are working on a project have a heated exchange of words and one of them storms off and mutters under her breath, “The world would be a perfect place if not for other people!”

Human relations can sometimes be very delicate and frustrating. One of the reasons is
because we are not born with a manual or a guidebook which others can read and
understand what makes us tick so that they can get along well with us.

While some struggle with relationship issues in business and at work, others seem to thrive and sail along smoothly and profit from it. Successful executives are those who seem to exude an air of confidence and are so at ease in their social and business interactions.
It is as if they knew the secret codes to every conversation and interaction they engage in that ensure a positive outcome.

These are the people who have high interpersonal intelligence and skills. The good news is that interpersonal skills can be learned and mastered.

This 1-day workshop provides a good foundation and grounding for executives who want to improve their interpersonal skills and to improve the quality of professional and business
interactions with customers, colleagues and management.

Executives and non-executive staff, managers, project team members and functional
specialists who want to develop their skills in dealing successfully with customers
and colleagues.

Selected Session Topics

At the end of the workshop, participants will be:

• To enable participants to relate and connect well with people;

• To provide an understanding of who they are and to identify their strengths and
  communication style;

• To help participants understand how other people are different from them and thus, how to treat them.

• To demonstrate how to give and receive feedback;

Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops.

Jan 25-26, 2011 / April 11-12, 2011 / June 22-23, 2011 / August 22-23, 2011

In today’s business world, writing has risen to a position of incredible importance. Whether you are a manager, or an accountant, or an IT executive, you are expected to be able to communicate important ideas and instructions through writing.  Your writing may be in the form of e-mails, reports or even a web page, and your audience may be employees, customers or shareholders. Whatever the situation, how effectively are you communicating? Does your message get across? Does your writing project the corporate image that you desire?

What you need are writing strategies that will work for you in these situations. By applying the strategies and techniques in this course, you will be able to write clearly, get results and project a dynamic style. You will take home easy-to-remember, logical and astoundingly simple ideas that can transform your writing.

Executives and non-executive staff, managers, project team members and functional
specialists who want to develop their skills in dealing successfully with customers
and colleagues.

Selected Session Topics

• What’s the difference between business writing and other writing?
• How do we measure effectiveness in business writing?
• How do we impress our readers the right way?

 Discover vital writing techniques

• A proven formula to analyse where your writing problems are
• An easy-to-remember strategy to make a difference in your writing
• Simple yet powerful writing techniques for each step of your writing task
• Tools you must use to add zing to your writing
• A value-added way to communicate data, facts and figures
• The power of vocabulary

Write with a strategy

• How to structure your emails, letters and reports
• How to convey negative messages in a positive manner
• How to end your messages

Hone the finer art of writing

• Writing trends and contemporary styles
• The latest in letter formats
• Tough punctuation problems made simple
• Quality assurance for high-visibility writing

At the end of the course, you will be able to:

• Identify the fundamental principles of business writing
• Use a framework to analyze what is preventing you from writing clearly
• Apply micro and macro techniques for conveying complex ideas clearly
• Organize messages in different ways to get different results
• Update your writing style with contemporary trends
• Carry out finer checks to achieve quality in the final written product

February 21-22, 2011, / June 20-21, 2011 / October 17-18, 2011

Your relationship with your clients or prospects is important because it's the key to understanding their motivation to their decision making process and decision buying practices.  You can no longer afford to just depend on sales calls & visits without really get to know your clients or potential customers.  Not knowing the proper techniques and strategy in the selling process that builds good relationship, most efforts may go to waste.

Major account selling requires a long cycle and a big investment of resources. That's why today's successful sales professionals are more than just tactical pros…they're strategic experts that have strong relationship with their clients.

The Relationship Approach to Selling is the critical factor that every sales person needs to consider if they choose to be in this field.  This workshop is about building & managing your relationship with your customers.  If indeed, customer relationship is an organizational priority to maintain a loyal customer base, it becomes critical that we are able to manage it effectively.

Sales managers, sales executives & all those who wish to sharpen their selling skills in dealing with complex sales situations where building strong relationship with clients is a priority.  Sales executives likely to be promoted into a managerial position or senior executives involved in institutional or corporate sales.

Selected Session Topics

Module 1: THE SIGNIFICANCE OF RELATIONSHIP SELLING

• What is Relationship Selling?
• Understanding client’s decision making practices
• Understanding client’s buying practices
• Buying influences & the decision making unit
• Building & nurturing partner relationship

Module 2: BUILDING A LASTING RELATIONSHIP

• The 4 interaction style with customers
• The improvement process of customer relationship
• The trust elements in relationship
• How to retain satisfied & loyal customers

Module 3: DEVELOPING THE RELATIONSHIP SELLING PROCESS

• Exploring the strategic account cycle
• Building & nurturing the executive relationship
• Developing & presenting the executive proposal
• Implementing the major account management cycle

Module 4: MANAGING RELATIONSHIP EFFECTIVELY

• Staying ahead of rising expectation
• Developing an excellent service mindset
• Delivering better & better customer value
• Managing customers’ expectation
• Regaining loyalty through service recovery
• Valuing complaining customer
• Taking personal responsibility
• Seeing the world through your customers’ eye

At the end of the programme, participants will be ABLE TO:

1. Realize the importance of relationship selling and its impact on company's bottom line
2. Understanding the difference between relationship selling and the traditional “professional” selling practices
3. Win the confidence and trust of prospects by knowing customer’s decision & buying practices
4. Build long-term sales relationships by offering solutions with your client in mind

Robert Leong. Robert Leong, a Nanyang Polytechnic (Singapore) graduates in Electronics Engineering and holds a professional qualification in Marketing Management (GDMM) from the Singapore Institute of Management has more than twenty-five years’ of experience in managing successful sales and marketing operations for companies in the region.

March 21-22, 2011 / April 18-19, 2011 / July 18-19, 2011 / November 21-22, 2011

Most sales people or even managers these days are regularly called upon to make presentations to a variety of audiences, to present an idea, a recommendation, a proposal or just to stand up and communicate.  The ability for great sales people to present & sell is not a given skill.  Competent salespersons may be able to sell well face-to-face but when it comes to making sales presentations, they perform badly.  The demand on them to give a “impactful performance” is increasing, making it even more vital for them to develop their ability to stand up & sell.

Sales presentation is a skill that can be trained & acquired. “Stand, Speak & Sell” is an impactful & proven programme which assured you of the significant changes that you will experience with your presentation skills and increases sales results significantly.  It is attainable & measurable!  “Stand, Speak & Sell” is an advanced level sales presentation skills programme that is tailored to participants with some sales experience.

“Stand, Speak & Sell” is a powerful programme using Accelerated Learning methods that will enhance your presentation skills in a very short time.  Powerful & impactful sales presentation is not a choice but an essential skill for survival in a market environment that going through accelerated change, overwhelming complexity & tremendous competition.

This course is designed for those who want to improve and master the art of sales presentation skills regardless of what profession you are in or what level you are within your organization.

Selected Session Topics

Module 1: UNDERSTANDING SALES PRESENTATIONS

• “The Sales Presentation Process”
• Understanding the what & why of effective sales presentations
• The common types of presentations
• The process of planning a effective presentation

Module 2: PREPARING TO SPEAK

• Establish the objectives for your presentation
• Determine & making your objectives realistic
• The purpose of a secondary objective
• The 5 Secrets in rehearsing for your presentation

Module 3: DELIVERING AN IMPACTFUL SALES PRESENTATION

• The secrets of creating a great first 3 minutes
• Know your Openers
• 5 sure ways that destroy your opening
• The purpose of your introduction
• Effective methods of capturing audience attention
• The Secrets of developing sales presentation structure
• The importance of transition

Module 4: THE POWER OF EXTEMPORANEOUS SPEAKING

• Understanding extemporaneous speaking
• How to Use your voice powerfully
• The importance of nonverbal communication
• Using humour in your presentation

Module 5: DEALING WITH NERVOUSNESS & STAGE FRIGHT

• Useful steps for going from nervous to natural
• Tips & strategies to reduce speech anxiety
• Secrets of staying calm before & during presentation

Module 6: MASTERING THE SKILL OF HANDLING QUESTIONS

• Handling questions effectively
• Addressing challenging situations

Module 7: CLOSING THE SALES PRESENTATION

• The art of creating the need to buy
• The sales presentation closing techniques
• Summarise before the close
• Choosing an effective conclusion

At the end of the programme, participants will be ABLE TO:

1. Realize the importance of relationship selling and its impact on company's bottom line
2. Understanding the difference between relationship selling and the traditional “professional” selling practices
3. Win the confidence and trust of prospects by knowing customer’s decision & buying practices
4. Build long-term sales relationships by offering solutions with your client in mind

Robert Leong. Robert Leong, a Nanyang Polytechnic (Singapore) graduates in Electronics Engineering and holds a professional qualification in Marketing Management (GDMM) from the Singapore Institute of Management has more than twenty-five years’ of experience in managing successful sales and marketing operations for companies in the region.

April 18-19, 2011 / August 22-23, 2011 / December 21-22, 2011

The importance of influencing and negotiating are not about winning at all costs. To influence and negotiate, we recognize that we enter into the negotiation by aligning both party's goals in such a way that both sides win in the long term (the bigger picture) irrespective of whether we are the buyer or the seller.  We want to win people round without causing conflict or disagreement.  When we become more aware of the impact we have on others as well as an understanding of what drives our key counterpart’s opinion and position is vital when influencing and negotiating.

The core principle in this workshop is to focus on the single concept of finding win-win solutions. The program is based on developing trust through openness instead of posturing to create deception. This program looks at the aspects from both the seller and buyer's perspective.  The hands-on approach allows participants to experience the process by using various situations designed to illustrate the impacts on both sides. Concepts in positioning are evaluated from both perspectives and the best ways to position strategies are developed and analyzed.

This program also looks at the details of the various stages of the influence and negotiation process. It provides strategies and develops the skills that enable both sides in the negotiation to retain control over the key aspects while ensuring that they mutually move towards a satisfactory.

This programme will benefit those who need to develops skills for more effective negotiation both within and outside the organisation and especially for those who take part in formal negotiations

Selected Session Topics

• Understand what is influencing & why is it important
• How the skill of influencing helps in the negotiation process
• The difference between manipulation & influence

• Understanding the 4 behavioral styles
• Approaching each behavioral style
• Interpersonal needs of each behavioural style

Module 3:       BUILDING TRUST & FLEXIBILITY

• Why build Trust?
• The 4 elements of trust
• How does trusting building influence results

• What is negotiation?
• The 7 characteristics of a negotiator
• Building negotiation relationship
• The importance of communication skill in negotiation
• Listening skills & body language in negotiation

• The 6 steps approach of negotiation
• Preparation for the negotiation
• Building rapport for a successful negotiation
• Gathering information & probing for options
• Negotiation technique & nailing down to decision

• Why do you need a strategy?
• Engagement or Compromise strategy
• The 5 primary negotiation strategies:

-  Competing, Collaborating, Compromising,
   Avoiding & Accommodating

• Understand the various negotiation styles
• Techniques for unsuccessful negotiation

At the end of the programme, participants will be ABLE TO:

1. Realize the importance of relationship selling and its impact on company's bottom line
2. Understanding the difference between relationship selling and the traditional “professional” selling practices
3. Win the confidence and trust of prospects by knowing customer’s decision & buying practices
4. Build long-term sales relationships by offering solutions with your client in mind

Robert Leong. Robert Leong, a Nanyang Polytechnic (Singapore) graduates in Electronics Engineering and holds a professional qualification in Marketing Management (GDMM) from the Singapore Institute of Management has more than twenty-five years’ of experience in managing successful sales and marketing operations for companies in the region.

May 23-24, 2011 / September 19-20, 2011

Many executives, when called upon to present an idea, a recommendation, a proposal or just to stand up and communicate, FAIL to do justice to the substance they have.  Their personal competencies are undermined by their inability to stand up & speak with confidence.

People judge us by the way we speak not only by the content of our presentation.  If we can’t tell it, we can’t sell it!  Whether or not we are in sales or conducting a training session, we all have to sell ... if not our products, then our ideas, our organizations and ourselves! No matter what our business, we need to speak - if not from the podium to several hundred, then at a meeting or conversing one on one. How well we communicate to get our message across, to convince and to persuade will determine the level of our success.

The years of developing technical knowledge, skills and expertise mean that almost no effort has been given to studying how to communicate them effectively.  The purpose of this programme, therefore, is to help executive of all levels to develop more effective presentation skills.  This is especially important for those who are required to conduct training workshop for their internal staffs as well as to stake holders of the organisation.

This course will benefit all Executives, Business Professionals, and Managers or anyone who needs to make presentations as part of their job/business; whether it is a meeting, sales presentation or a training session to clients, customers, peers, or senior management.

Selected Session Topics

Module 1:       THE FUNDAMENTALS OF PRESENTATIONS

• “The Presentation Process”
• Understanding the what & why of effective presentations
• The common types of presentations
• The process of planning a effective presentation

Module 2:       BEFORE YOUR PRESENTATION

• Establish the objectives for your presentation
• Determine & making your objectives realistic
• The purpose of a secondary objective
• The 5 Secrets in rehearsing for your presentation

Module 3:       BEGINNING YOUR PRESENTATION

• The secrets of creating a great first 3 minutes
• Know your Openers
• 5 sure ways that destroy your opening
• The purpose of your introduction
• Effective methods of capturing audience attention

Module 4:       ORGANIZING A PERSUASIVE PRESENTATION

• The Secrets of developing presentation structure
• Problem-solution structure
• Chronological structure
• Cause-effect structure
• Spatial structure
• Topical structure
• The importance of transition

Module 5:       THE POWER OF EXTEMPORANEOUS SPEAKING

• Understanding extemporaneous speaking
• How to Use your voice powerfully
• The importance of nonverbal communication
• Using humour in your presentation

Module 6:       FROM NERVOUS TO NATURAL

• Useful steps for going from nervous to natural
• Tips & strategies to reduce speech anxiety
• Secrets of staying calm before & during presentation

Module 7:       MASTERING THE SKILL OF HANDLING QUESTIONS

• Handling questions effectively
• Addressing challenging situations

Module 8:       THE CLOSING

• Summarise before the close
• Choosing an effective conclusion

Module 9:       USING VISUAL AIDS FOR EFFECTIVE PRESENTATION

• Understanding visual aids
• Displaying your visual aids
• Enriching presentations through PowerPoint
• The “7 Deadly Sins” of PowerPoint

At the end of the programme, participants will be ABLE TO:

1. Realize the importance of relationship selling and its impact on company's bottom line
2. Understanding the difference between relationship selling and the traditional “professional” selling practices
3. Win the confidence and trust of prospects by knowing customer’s decision & buying practices
4. Build long-term sales relationships by offering solutions with your client in mind

Robert Leong. Robert Leong, a Nanyang Polytechnic (Singapore) graduates in Electronics Engineering and holds a professional qualification in Marketing Management (GDMM) from the Singapore Institute of Management has more than twenty-five years’ of experience in managing successful sales and marketing operations for companies in the region.

July 6-7, 2011

Negotiations take place all the time, everyday in fact, and by all types of people. For some of us it comes a little easier than others, although it is a skill that requires continual development to ensure the best possible outcome. It also requires developing a conscious awareness and reflection of the subtle component parts of any interaction such as confidence, courage, consideration, persuasion, deflection, analysis and information delivery. Negotiation need not be about conflict, although this sometimes happens, it is about the process of working together to achieve a positive outcome.

This highly interactive and very practical two-day workshop begins with a quick overview of current negotiation paradigms and evaluates the strengths and weaknesses of Win/Win negotiating. It then moves on to look at alternative approaches that go beyond Win/Win such as Process Negotiating that puts the emphasis on the subtle variations at each part of the interaction to effect a better outcome. This workshop is based on the latest research and is filled with activities, video, DVD, role-plays and problem solving simulations. It focuses on taking negotiation to the next level i.e. communicating with the other party’s subconscious using the tools of body language, NLP, positive language use, and social intelligence.

It is said that a few words spoken at the right time at the right place can change a person’s life forever. It is also true that a small advance in a person’s negotiating skill can reap large rewards. The fact that negotiations regularly involve time, money and emotions means that any improvement in skill level is likely to generate significant results.

By the end of this course each participant will take away new skills they can put into practice right away, and also be aware of how to develop themselves into better negotiators in the future.

This course is designed for negotiators at all levels of interaction between staff, clients, colleagues and suppliers. This can include procurement officers, managers, executives, supervisory staff and all personnel who are involved in buying, selling or negotiating.

Selected Session Topics

Introduction

The biggest mistakes people make
When you can’t negotiate
8 Key Influencing Tactics
Practical application: 3 short role plays

Going Beyond Win/Win Negotiations

Six negotiation paradigms – which are you?
Balancing courage and consideration
Eliminating obstacles
Going beyond Win/Win: process negotiating

The Nuts and Bolts: getting ready

Focussing on solutions not problems
The Best Alternative to a Negotiated Agreement (BATNA)
SunTsu: building golden bridges
Case study: what would you do?

The Negotiation

First impressions: the dos and don’ts of building relationships
Neutralising authority power
DVD: short clips on negotiation techniques
Using NLP in negotiations: eye accessing cues
Powerful words and phrases that sell
The influence of positive language
Frequently Asked Questions (FAQs)

The Enlightened Negotiator: process negotiating

Separate people from their positioning
Dealing with hostile people and hostile questions
The Milton Model of implanting ideas and suggestions
Using Social Intelligence for a better outcome - DVD
Using 5 perceptual positions to end deadlock
More options, more opportunities: role-play
Non-verbal communication: signs to look out for
Matching, mirroring and leading
Micro-Expression Analysis Tool

End with the Next Beginning in Mind

Bringing the negotiation to a close
Post mortem: reflection on what went well
Summary: the enlightened negotiator thought chart
Further reading

David Hirst, was born in England and graduated with a BA (Hons) from Staffordshire University and an MA from Kent University. He has been involved in training for over 27 years of which 10 were spent as a trainer, management consultant and business unit manager with the British Council. He is an expert in the field of communication and possesses the depth of knowledge to help participants get the most from his lively and motivating training sessions

June 29-30, 2011

The traditional approach to writing business documents has often left the reader feeling confused, inferior, deceived, irritated and angry. However, in recent years there has been a move towards using a simpler form of language for all documents that customers and colleagues can easily understand – Plain English.

The practical changes start at word level where the choice and usage of vocabulary can impact heavily on message clarity and friendliness. Similarly, the way sentences are constructed should be brief and be structured with the reader in mind. Paragraph and message management, and design and layout are also critical to ensure any document can be easily understood after the first reading. These and other changes impact on the message, so that even when the answer it is not exactly what the reader hopes, or is a refusal to a request, their reaction is professional rather than emotional.

This workshop is designed for all participants who wish to improve the way they communicate their message in writing. In particular, it highlights how a forward-looking writing style can improve the way their message is perceived by the reader. It is for managers, supervisory staff, senior executives and all those who would like to write with a little bit more style and impact.

Selected Session Topics

Course Contents: day one
1.  Plain English

Outdated vocabulary and phrases. A fairly brief run-through of all the outdated expressions no longer used in business writing.

Plain English: today’s business writing. A quick overview of what Plain English is (with comparative examples of archaic English use).

A Plain English review: where you are now. This is a short quiz to help the trainer see which areas the participants are more unfamiliar with.

Editing: from the bizarre to the understandable. Participants re-write a couple of poorly drafted letters and emails. Feedback offers support for good practices and correction of errors.

2.  The Reason and the Reader

Using the Active Voice. This is a key stage of Plain English. Examples are presented followed by written exercises.

The ‘What’ of communication. This exercise looks at getting rid of redundant phrases, with a particular focus on writing the message concisely.

The ‘Who’ of business writing: choosing the correct tone. This introduces the concept of varying the message to suit the status of the reader.

Avoiding legal and financial jargon. There is very little place for jargon in writing and this section looks at the most common pitfalls.

Engendering a Friendly tone in your writing. This section is about message manipulation so that the reader’s needs are catered to before the writer’s.

Case Studies. Several examples of good and poor writing are examined

Course Contents: day two
3.  Small Changes for a Big Impact

Vocabulary choice & organisation: avoiding clichés. This looks at how the choice of vocabulary can affect the meaning and tone of the message.

Using shorter and more positive Structures. Shorter sentences are great, but clearer sentences are better.

Paragraph structure and style. This section highlights the two main approaches to paragraph structure.

Making a Difference: a punctuation review. A quick tour of which aims to encourage the use of a wider variety of punctuation.

4.  Using Social Intelligence in Writing: selling your ideas

Make a difference: writing what people want to read. This looks at the way the message is delivered and includes layout and message management.

Logic and linking. Increasing the cohesiveness of the message. 

Writing creatively. This looks at the many possible ways a message can be written and the effect of each. 

Using Social and Emotional Intelligence in writing. This is quite a big section that looks at how to keep your emotions out of the message. Several examples of emotionally laden emails are analysed followed by a participant-led case study.

5.  Writing with Style & Impact
          Layout & Organisation: creating a visual impact

Bullet & Numbered points. Ensuring that the structure of the bullet points helps the message. A comparison with numbered points.

Lists & Tables. The strengths and weaknesses

Diagrams & Charts. The strengths and weaknesses and a group exercise.

Fine Tuning the Message:

Writing better emails: asking for & giving information.

Writing better letters: apology & redress.

Writing better memos: reporting events.

6. The Evolution of Writing with Style & Impact.

Grammar auction. Participants play a fun and motivating grammar game.

By the end of this highly interactive workshop each participant will be aware of how to develop their ability to write clearer, more understandable documents that send the right message to the intended reader. It is based on the latest thinking and approaches to writing with style and impact and will develop your writing skills through practice using examples of real-world correspondence. It is filled with competitions, problem solving discussions, and writing activities. It will be a fun, enjoyable and informative programme.
 
By the end of this course each participant will take away new skills they can put into practice right away, and also be aware of how to develop their writing skills in the future. 

David Hirst, was born in England and graduated with a BA (Hons) from Staffordshire University and an MA from Kent University. He has been involved in training for over 27 years of which 10 were spent as a trainer, management consultant and business unit manager with the British Council. He is an expert in the field of communication and possesses the depth of knowledge to help participants get the most from his lively and motivating training sessions

July 20-21, 2011

Confident speakers who manage their material well are able to command respect, promote credibility and have a lasting influence on their audience. It remains one of the most efficient ways of communicating essential information and motivating large numbers of people.

However, when given this intimidating assignment, many speakers are consumed and paralysed by their own fear of standing in front of others. Even gregarious and outgoing professionals can feel uncomfortable in front of audiences, with hands and feet feeling as though they have grown to enormous proportions. Many others see public speaking and business presentations as a necessary evil they avoid whenever possible. Nevertheless, being a good speaker has become a fundamental characteristic of advancement within business and society in general.

Delivering high quality presentations and speeches is much more than standing in front of a group of people and giving a pre-written message. It is about flexibility and the art of imagination and creativity to help your audience get a clearer picture of what you are trying to communicate. An awareness and understanding of body language strategies, the application and impact of particular phrasing, and the control and use of emotional intelligence are all part of the big picture of delivering high quality speeches and presentations.

This course is designed to take the fear out of giving presentations and public speaking by providing participants with successful techniques to improve their effectiveness and clarity. It also aims to refine the participant’s ability to adapt public speaking to different types of audience, and effectively deliver motivating and memorable speeches and presentations.

This highly interactive and very practical workshop is based on the latest thinking and research and is filled with activities, discussions and DVD clips. It focuses on increasing the participants’ confidence through ‘hands-on’ practice and will be a fun, enjoyable and informative programme.

This workshop is designed for participants who wish to improve their skills in delivering high quality presentations and speeches. It is designed for both the those people  who have little experience of giving speeches and presentations, and those who have some experience but would like to fine tune their delivery and hone their skills further.

Selected Session Topics

1. Speaking Effectively

• Stepping out of the comfort zone
• First videoed presentation

2. The Groundwork

• Your objectives
• Analysing the component parts
• Structure: informing and persuading
• Rationale: speaker & audience

3. Skills Fine Tuning I

• Creating impact with your opening
• Enthusiasm and impact
• Linking ideas and linking sections
• Using your voice for influence and interest:
• Intonation
• Stress
• Pause
• Creating a smooth delivery: getting rid of ‘ers’ and ‘ums’
• The impact of using positive words and phrases

4. Skills Fine Tuning II

• Body Language: Mannerisms, Gestures, facial expressions
• Creating a memorable ending: making a lasting impression

5. Interacting with Your Audience

• Using humour and anecdotes
• Questions from a friendly audience: 3 cardinal rules
• Questions from a hostile audience
• Using emotional intelligence with your audience

6. Final Presentations and Finishing Touches

• Nerve control and memory aids
• Final videoed presentation
• The final analysis: what to take away

 

By the end of the workshop participants will have improved their ability to deliver excellent presentations and speeches through the following objectives: 

• Developing the participants' knowledge of the ingredients of a memorable speech.
• Practising a series of proven presentation techniques through a variety of different activities.
• Developing the participants' ability to create a memorable first and last impression.
• Developing an awareness and understanding of how body language can impact speeches and interactions.
• Improving the participants’ ability to manage aggressive and intimidating questions.
• Understanding how vocabulary choice and voice projection can alter the perception of the message by the audience.
• Understanding how emotional intelligence can improve confidence levels when giving presentations and speaking in public.

 

David Hirst, was born in England and graduated with a BA (Hons) from Staffordshire University and an MA from Kent University. He has been involved in training for over 27 years of which 10 were spent as a trainer, management consultant and business unit manager with the British Council. He is an expert in the field of communication and possesses the depth of knowledge to help participants get the most from his lively and motivating training sessions

July 28, 2011

In today’s time-pressured existence, we regularly hear colleagues exclaim:

“Oh, if only I had more time!”

“Where has all the time gone?”

“If only there were more hours in the day!”

But if we could magically re-invent the clock, so that we had 30 hours in a day, and 9 days in a week, would we really become masters of our time?

Would we really be able to complete our tasks by the end of the day and spend that most precious commodity, “quality time”, with our friends and loved-ones?

Experience tells us that, even in a 30 X 9 world, without addressing the underlying issues, we would still be battling to reclaim the clock.

In this highly interactive and very practical workshop, we take on the issues of time management head-on. Through role-based activities, DVD presentations and problem solving simulations, we identify and address the processes which compete for, and devour our limited time.

This interactive one-day workshop focuses on taking time management to the next level, and looks at the thought processes that take place when approaching tasks and working with colleagues. Our approach to time and tasks needs re-engineering to create a method that ensures demands are satisfied and distractions restricted. And much of the solution is in how we value and spend our time outside the office as it is in the office

By the end of this course each participant will take away new skills they can put into practice right away, and also be aware of how to develop themselves into better time managers to reclaim the clock and take more control over the way they manage their time.

This course will benefit all Executives, Business Professionals, and Managers or anyone who needs to make presentations as part of their job/business; whether it is a meeting, sales presentation or a training session to clients, customers, peers, or senior management.

Selected Session Topics

1. Wallowing in the Quagmire of Meagre Existence

• How do you manage your time: where are you now?  A short group presentation to find out what participants currently do to manage their time.

• How do people encode time and what they would change if they had the time again? In-time and through-time orientation. Are we living in the past present or future?

• Time sequencing: an awareness of time vs. what happens in time

• Eight very powerful questions to ask each day.

• Work expands to fill time. Analysis of the participants’ time sheets. The message is that there is plenty of time available if you make the right choices.

• Quality time & quiet time. Everyone needs alone time to think – to plan, to dream, and the importance of a good social life. The ‘How?’ is answered.

2. Efficient Interaction: attitude re-engineering

• The choice is yours. The main part of the course. It asks if participants admit they are where they are through the choices they made in the past. If so, they can be what they want to be by the choices they make each day for their future.

• Personal development and time management. Change your time management and change your future.

• Dealing with people inefficiencies. People steal your time, so we need to look at ‘how’ and what we can do about it.

• Ensuring a positive life. Short DVD clips to highlight how altering our attitude and perceptions of time can also alter our behaviour to create a better outcome.   

• A crucial question… What if…? Creating alternatives to the way we manage our interactions with colleagues and friends.

• Instilling a positive mental attitude towards productivity. The hardest step is the first. Once that has been overcome we may have tasks that are unpleasant. This section looks at how to cope with these situations.

• The basics: planning, prioritising, goal setting. Using neuro-semantic approaches to achieving well-formed outcomes. DVD

3. Good Habits to get into

• Dealing with interruptions. A short role play.

• Dealing with the phone, emails and sms

• Dealing with procrastination. How perfectionism affects the way we think about future actions.

• Communicating: people and paperwork. A short role play.

• Dealing with meetings: yours and your colleagues. A brief look at how time is wasted in meetings

4.  The Future: reclaiming the clock

• Frequently asked questions

• Time management tips to take away
  • The ultimate time management secret

At the end of the programme, participants will be ABLE TO:

• Identify the different ways our effectiveness disappears
• Accept that we make choices about our use of time based on a value system
• Understand how other people can steal our effectiveness
• Develop an advanced awareness of time and learn how to encode it more effectively Recognise the areas of time management for improvement and develop a set of tools to help manage them.

David Hirst, was born in England and graduated with a BA (Hons) from Staffordshire University and an MA from Kent University. He has been involved in training for over 27 years of which 10 were spent as a trainer, management consultant and business unit manager with the British Council. He is an expert in the field of communication and possesses the depth of knowledge to help participants get the most from his lively and motivating training sessions.

May 23-24, 2011 / September 19-20, 2011

Many executives, when called upon to present an idea, a recommendation, a proposal or just to stand up and communicate, FAIL to do justice to the substance they have.  Their personal competencies are undermined by their inability to stand up & speak with confidence.

People judge us by the way we speak not only by the content of our presentation.  If we can’t tell it, we can’t sell it!  Whether or not we are in sales or conducting a training session, we all have to sell ... if not our products, then our ideas, our organizations and ourselves! No matter what our business, we need to speak - if not from the podium to several hundred, then at a meeting or conversing one on one. How well we communicate to get our message across, to convince and to persuade will determine the level of our success.

The years of developing technical knowledge, skills and expertise mean that almost no effort has been given to studying how to communicate them effectively.  The purpose of this programme, therefore, is to help executive of all levels to develop more effective presentation skills.  This is especially important for those who are required to conduct training workshop for their internal staffs as well as to stake holders of the organisation.

This course will benefit all Executives, Business Professionals, and Managers or anyone who needs to make presentations as part of their job/business; whether it is a meeting, sales presentation or a training session to clients, customers, peers, or senior management.

Selected Session Topics

Module 1:       THE FUNDAMENTALS OF PRESENTATIONS

• “The Presentation Process”
• Understanding the what & why of effective presentations
• The common types of presentations
• The process of planning a effective presentation

Module 2:       BEFORE YOUR PRESENTATION

• Establish the objectives for your presentation
• Determine & making your objectives realistic
• The purpose of a secondary objective
• The 5 Secrets in rehearsing for your presentation

Module 3:       BEGINNING YOUR PRESENTATION

• The secrets of creating a great first 3 minutes
• Know your Openers
• 5 sure ways that destroy your opening
• The purpose of your introduction
• Effective methods of capturing audience attention

Module 4:       ORGANIZING A PERSUASIVE PRESENTATION

• The Secrets of developing presentation structure
• Problem-solution structure
• Chronological structure
• Cause-effect structure
• Spatial structure
• Topical structure
• The importance of transition

Module 5:       THE POWER OF EXTEMPORANEOUS SPEAKING

• Understanding extemporaneous speaking
• How to Use your voice powerfully
• The importance of nonverbal communication
• Using humour in your presentation

Module 6:       FROM NERVOUS TO NATURAL

• Useful steps for going from nervous to natural
• Tips & strategies to reduce speech anxiety
• Secrets of staying calm before & during presentation

Module 7:       MASTERING THE SKILL OF HANDLING QUESTIONS

• Handling questions effectively
• Addressing challenging situations

Module 8:       THE CLOSING

• Summarise before the close
• Choosing an effective conclusion

Module 9:       USING VISUAL AIDS FOR EFFECTIVE PRESENTATION

• Understanding visual aids
• Displaying your visual aids
• Enriching presentations through PowerPoint
• The “7 Deadly Sins” of PowerPoint

At the end of the programme, participants will be ABLE TO:

1. Realize the importance of relationship selling and its impact on company's bottom line
2. Understanding the difference between relationship selling and the traditional “professional” selling practices
3. Win the confidence and trust of prospects by knowing customer’s decision & buying practices
4. Build long-term sales relationships by offering solutions with your client in mind

Robert Leong. Robert Leong, a Nanyang Polytechnic (Singapore) graduates in Electronics Engineering and holds a professional qualification in Marketing Management (GDMM) from the Singapore Institute of Management has more than twenty-five years’ of experience in managing successful sales and marketing operations for companies in the region.

May 23-24, 2011 / September 19-20, 2011

Many executives, when called upon to present an idea, a recommendation, a proposal or just to stand up and communicate, FAIL to do justice to the substance they have.  Their personal competencies are undermined by their inability to stand up & speak with confidence.

People judge us by the way we speak not only by the content of our presentation.  If we can’t tell it, we can’t sell it!  Whether or not we are in sales or conducting a training session, we all have to sell ... if not our products, then our ideas, our organizations and ourselves! No matter what our business, we need to speak - if not from the podium to several hundred, then at a meeting or conversing one on one. How well we communicate to get our message across, to convince and to persuade will determine the level of our success.

The years of developing technical knowledge, skills and expertise mean that almost no effort has been given to studying how to communicate them effectively.  The purpose of this programme, therefore, is to help executive of all levels to develop more effective presentation skills.  This is especially important for those who are required to conduct training workshop for their internal staffs as well as to stake holders of the organisation.

This course will benefit all Executives, Business Professionals, and Managers or anyone who needs to make presentations as part of their job/business; whether it is a meeting, sales presentation or a training session to clients, customers, peers, or senior management.

Selected Session Topics

Module 1:       THE FUNDAMENTALS OF PRESENTATIONS

• “The Presentation Process”
• Understanding the what & why of effective presentations
• The common types of presentations
• The process of planning a effective presentation

Module 2:       BEFORE YOUR PRESENTATION

• Establish the objectives for your presentation
• Determine & making your objectives realistic
• The purpose of a secondary objective
• The 5 Secrets in rehearsing for your presentation

Module 3:       BEGINNING YOUR PRESENTATION

• The secrets of creating a great first 3 minutes
• Know your Openers
• 5 sure ways that destroy your opening
• The purpose of your introduction
• Effective methods of capturing audience attention

Module 4:       ORGANIZING A PERSUASIVE PRESENTATION

• The Secrets of developing presentation structure
• Problem-solution structure
• Chronological structure
• Cause-effect structure
• Spatial structure
• Topical structure
• The importance of transition

Module 5:       THE POWER OF EXTEMPORANEOUS SPEAKING

• Understanding extemporaneous speaking
• How to Use your voice powerfully
• The importance of nonverbal communication
• Using humour in your presentation

Module 6:       FROM NERVOUS TO NATURAL

• Useful steps for going from nervous to natural
• Tips & strategies to reduce speech anxiety
• Secrets of staying calm before & during presentation

Module 7:       MASTERING THE SKILL OF HANDLING QUESTIONS

• Handling questions effectively
• Addressing challenging situations

Module 8:       THE CLOSING

• Summarise before the close
• Choosing an effective conclusion

Module 9:       USING VISUAL AIDS FOR EFFECTIVE PRESENTATION

• Understanding visual aids
• Displaying your visual aids
• Enriching presentations through PowerPoint
• The “7 Deadly Sins” of PowerPoint

At the end of the programme, participants will be ABLE TO:

1. Realize the importance of relationship selling and its impact on company's bottom line
2. Understanding the difference between relationship selling and the traditional “professional” selling practices
3. Win the confidence and trust of prospects by knowing customer’s decision & buying practices
4. Build long-term sales relationships by offering solutions with your client in mind

Robert Leong. Robert Leong, a Nanyang Polytechnic (Singapore) graduates in Electronics Engineering and holds a professional qualification in Marketing Management (GDMM) from the Singapore Institute of Management has more than twenty-five years’ of experience in managing successful sales and marketing operations for companies in the region.

Aug 1-2, 2011 / November 23-24, 2011

Are you ready to lead – or more importantly – are you ready to lead the process of change?
This programme is designed to provide and coach managers with the essential skills of leadership needed to facilitate and lead through the change process.  Managers learn how to lead, how to win respect and loyalty, how to deal with resistance to change, how to implement the change management process effectively, and how to overcome the barriers to change.
This training is for you and your managers when facing these issues:

• Need to motivate staff to achieve goals
• Have to win the trust, respect and loyalty of staff
• Need to help staff deal with rapid change
• Need to overcome resistance to change
• Have to inspire employees who have seen past changes that did not go very well
• Have to coach and developed staff abilities
• Help staff who may mistrust the change because of mergers, downsizing, or rapid growth
• Manage changes required by new technology
• Handle changes brought about by new production processes and standards

Executives, managers, supervisors, and lead line personnel who want to excel in their effectiveness in leading,  implementing and managing change.  This programme also improves the leadership competencies to facilitate, coach, communicate vision, and gain commitment.

Selected Session Topics

Session 1: The True Meaning of Leadership
In this session, the real meaning and essence of leadership and the sources of inspiration for leaders will be unraveled to participants
Learning Areas

• Traditional leadership vs. Contemporary leadership
• Leadership inspiration
• Goals
• Values

Session 2: Characteristics and Attributes of an Effective Leader
In this session, participants will analyze and evaluate the factors that create a good leader and people whom they consider as a leader. In doing so, participants will know what attributes what attributes they need to cultivate in themselves to become a leader.
 Learning Areas

• Who is a leader?
• Why do you see that person as a leader?
• Are you like your role model? Why yes and why not?
• The JOHARI Windows
• Kurt Lewin’s Model of Management Styles

Session 3:  A Leader and Changes in His Environment
In this session, through the video clip, “Who Moved My Cheese?” and the debriefing activity, participants will be coached on how to cultivate the awareness of their environment and what measures they must do to meet changes that take place around them.
Learning Areas:

• What is the most important thing for your survival?
• What are the changes that you notice about your important object?
• What are the measures you will take or have taken?
• Leadership style

Session 4: Self Transformation and Transformational Leadership
In this session, participants will learn how to transform themselves to become a transformational leader.
Learning Areas:

• How to transform yourself?
• Techniques for self transformation
• Becoming a transformational leader
• You and transformational leadership

Session 5: Nurturing A Vision
In this session, participants will learn to appreciate the significance of a vision. They will also learn how to nurture that vision. Participants will also learn pointers on cultivating personal leadership from the video, ‘Even Eagles Need A Push”.
Learning Areas

• The importance of a vision
• Vision statement
• Mission statement and values
• Even Eagles Need A Push

Session 6: Setting Objectives
In this session, participants will be coached on the techniques of setting objectives and goal setting.
Learning Areas:

• B H A G S
• S M A R T

Session 7: Delegating
In this session, participants will learn when, what and how to delegate. They will also be made aware about the pitfalls of delegation.
Learning Areas:

• When to delegate?
• What to delegate?
• How to delegate?
• Barriers to good delegation

Session 8: Leadership Emotional Intelligence and Interpersonal Skills
In this session, participants will be coached on how to recognize their emotions and manage them. They will also learn to develop their interpersonal skills in their relationship with people.
Learning Areas:

• Winning trust and loyalty
• Managing stakeholders
• Handling emotions
• Inspiring and motivating the people around you

Session 9: Action Plan
This is the session where participants will be given the opportunity to draw up an action plan to hone and enhance their leadership ability.
Learning Areas:

• Action Plan Activities

At the end of the training, participants will be able to:

• Increase skills to successfully lead and manage people in an environment of development, improvement and change
• Create the vision and communicate the change it supports
• Determine how to be a role model and catalyst for change in your organization
• Develop the working knowledge to recognize the effects of change on the individual and within the organization
• Learn how to identify and manage the appropriate rate of change
• Identify and manage the appropriate rate of change
• Reduce defensiveness and ease people’s fear of change through improved communication skills and strategies
• Cultivate personal behavior that wins trust and loyalty from staff
• Use appropriate techniques that can motivate staff
• Optimize their ability of how to coach and counsel employees through the change process
• Improve the understanding of why people resist change
• Increase the ability and confidence to help individuals and organizations overcome the resistance to change
• Refine the ability to plan for and implement change more successfully
• Achieve an understanding of how to structure communications to facilitate change.

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.

Aug 15-16, 2011 / December 5-6, 2011

Technical writing is about taking complicated subject matter and transforming it into easy-to-understand information for the reader. Staff who possess clear, concise communication and writing skills are valuable assets in any organization.
In this practical hands-on course, participants will gain the skills to assess the needs of their readers and write documents and step-by-step procedures that convey information clearly. Participants will be taught the mechanics of good technical writing, along with techniques of proof-reading to check for grammatical errors.

All those who have to write step-by-step procedures, instruction manuals, user’s manuals, etc

Selected Session Topics

DAY ONE

Session 1:            Writing Skills

This session will look at participants’ current work and ways to improve. Participants’ strengths and areas for improvement will be identified.

Key Leaning Points:

• Pre-writing
• Re-writing
• Proofreading

Session 2:            Mechanics of the English Language

This session will do a quick refresher and reinforcement of participants understanding of the mechanics of the English language.

Key Leaning Points:

• Grammar made easy
• Vocabulary enrichment
• Write clear instructions

Session 3:            Writing Step-By-Step Procedures

This session will introduce power words for participants to utilize. Participants will see how sentences are written in the style of imperatives, active voice and passive voice. Participants will also be asked to sense and feel the effect of the sentences in the way they were written.

Key Leaning Points:

• Power words
• Writing in imperatives
• Writing in the active voice
• Writing in the passive voice

Session 4:            Writing Documents

This session will be a practical session where participants will be asked to draft various work-related documents. Peer group corrections and comprehension will be solicited to vet and proof-read the draft of the work.

Key Leaning Points:

• User’s manual
• System manual
• Instruction manuals

DAY  TWO

Session  5:  Defining The Writing Project

This session will guide participants on matching their written documents with that of their audience.

Key Leaning Points:

• Who will read the documents?
• Executives?
• System Analysts?
• Clients?
• Operators?
• Terminology and vocabulary to use

Session 6:            Writing Style of Documents

This session will create awareness in participants to different styles of writing for technical writing.

Key Leaning Points:

• Persuasive
• Motivational
• Instructional
• Procedural
• Historical.

Session 7:            Organising Your Sources of Information

This session will coach participants on retrieving, organizing and synthesizing the information they require for writing their document.

Key Leaning Points:

• Checking with subject matter experts
• Existing documentation
• Sources of references

Session 8:            Putting It All Together

This session will take participants through the process of editing and revising the document. The content is reviewed and edited for:

Key Leaning Points:

• Accuracy
• Clarity
• Consistency
• Conciseness
• Usefulness
• Organization
• Style
• Format
• Grammar, Spelling
• Punctuation

At the end of the programme, participants are expected to be able to:

• Choose the appropriate writing style to communicate to specific audiences
• Write clear step-by-step procedures
• Write coherent sentences, paragraphs and sections that explain information clearly
• Use diagrams, tables, charts and other graphical tools effectively
• Craft informative and interesting content that readers will understand and use
• Learn techniques to proofread and check their writing for grammatical errors

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.

Sept 6-7, 2011 / December 12-13, 2011

Selling is an important function of business. Salespeople must be able to source and bring home new business. To be able to do so, salespeople must be able to develop new techniques and cultivate a winning mindset.
This workshop will convert mere salespeople (who are merely selling their products or services) into more effective sales professionals who are solution providers and problem solvers who can complement their clients’ business needs. This workshop will introduce and reinforce prospecting techniques, behavioural analysis, one-on-one selling, relationship bonding, negotiation approaches and closing techniques.

Sales Managers. Sales Executives.  Sales team.  People who have to market their products and services.

Selected Session Topics

DAY ONE

Session 1 : Consultative Selling defined
This session will give participants a refresher in their understanding of the business of selling
Key Learning Points:

• Comparing Current Styles of Selling
• Understanding the selling and buying cycles
• Identify Needs
• Needs Versus Wants

Session 2: Managing Relationship Selling
In this session, participants will learn the importance of establishing and maintaining relationships in their selling.
Key Learning Points:

• What is Relationship Selling
• Initiating research and approach stages
• Winning leads
• Contact Strategy

Session 3: Managing Need Identification and Dimensioning
This session will coach participants on how to manage the need identification process of customers. In doing so, participants would be able to match the company’s offerings with the needs of customers
Key Learning Points:

• Identifying Customers’ Needs
• Old Style – Product pushing and Presentation Skills vs. Problem Solving Styles
• Questioning and listening techniques
• Winning prospects’ confidence

Session 4: Managing, Producing and Monitoring
This session will enhance the ability of participants from being mere salespersons to a problem solver that can help and add value to customers. In doing so, salespeople would be able to develop a selling relationship with customers to become an integral part of their business.
Key Learning Points:

• Looking at the big picture :Present a whole solution to Needs
• Understanding each need
• Checking agreement with customers before moving to their next point
• Direct close on the whole package
• Provide quality solutions

Session 5: Relationship Selling Skills
In this session, participants will learn the essential steps they must do to commence a relationship selling approach.

Key Learning Points:

• Setting your objectives for meeting
• SMART Objectives
• Never leave things to chance
• Full Sales Objective
• Call preparation checklist

Session 6: Preparation – Objectives and Research
In this session, participants will learn to identify the critical areas of sales that they must address about the customer.
Key Learning Points:

• Objectives and focal points of emotion during sales
• Focus of receptivity
• Focus of dissatisfaction
• Focus of power

Session 7: Gaining Entry
This session will provide participants with some pointers on how to make the initial contact with customers
Key Learning Points:

• The sales letter
• Selling the meeting not the product
• Setting clear objective for each call
• Talk to the right person

DAY TWO

Session 8: SHOWTIME -- Creating The Right To Sell
This session is the beginning of active Role Play a practical where participants will be asked to conduct an actual sales exercise
Key Learning Points:

• The opening of the call
• The questioning strategy
• The Questioning Structure
• Types of questions: Situation Questions; Problem Questions; Implication Questions;  Pay-off Questions; Acceptance Questions and Commitment Questions

Session 9: Features, Advantages, Benefits (FAB) vs. Consultative Selling
In this session, participants will be given practical activity in linking the FAB of their products or services with that of a customer’s need.
Key Learning Points:

• Understanding FAB
• Pairing FAB with Needs
• Pairing FAB with Wants
• FAB and Consultative Selling

Session 10: Handling Objections
This session will coach participants on handling objections
Key Learning Points:

• Types of objection
• Do customers always mean what they say
• Winning over objections
• The communication strategy

Module 11: Closing The Sale
This session will coach participants on how and when to go for a close in the selling process
Key Learning Points:

• Staying alert to signs
• Questions
• Statements
• Body language

Session 12: Putting It All Together
This will be a review and consolidation session on all lessons learnt during the programme

• Debriefing
• Q and A sessions
• Meeting of minds

At the end of the one day workshop, participants SHOULD BE ABLE TO:

• Prospect effectively
• Identify the needs wants of clients
• Present product with confidence
• Use the strengths of company to overcome the strengths of competitors
• Develop self -belief in the product
• Create the right atmosphere for a sales pitch
• Cultivate a problem solving selling mindset
• Handle objections
• Close sales
• Enhance selling skills and presentation
• Think ahead of clients and competitors
• Establish and maintain relationships

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.

Sept 21-22, 2011

• Do you want to eliminate misunderstanding in hiring a new staff?
• Do you want to prevent personal impressions from interfering in your objective hiring decision?
• Do you want to reduce a candidate's ability to "fake" during an interview?

The Competency Based Interviews (CBI) Skills approach is commonly used to standardise and reduce subjectivity in the interview process, which in turn allows a more accurate assessment of the interviewee. Research into recruitment and selection methodology suggests that structured, competency based interviews can be one of the most reliable and accurate forms of assessing an individual.

Human Resource Managers & Executives, Recruitment Managers ,Career Managers,
Executives and Line Managers involved in selection in various capacities.

Selected Session Topics

DAY 1
Session 1:  Purpose of an Interview
In this session, participants will learn the importance of conducting an interview professionally and in a structured way.
Learning Areas:

• Interviewing as an assessment technique
• Type of Interviews
• Validity and pitfalls

Session 2:  Purpose of Job Descriptions
In this session, participants will be taught the importance of matching JD with the resumes’ of candidates.
Learning Areas:

• Identifying competencies from job descriptions
• Matching resumes’ with job descriptions
• Does the JD need to be revised or updated?

Session 3: Competency Based Interviews (CBI) in the Selection Process
In this session participants will learn what CBI is all about and how it is used during an interview.
Learning Areas:

• CBI defined
• Structured
• Verify competencies

Session 4: Question Design for Competency Based Interviews
In this session, participants will learn how to draft job related questions that will give candidates the opportunity to display their past experience in STAR.
Learning Areas:

• Job description reference
• Open questions
• STAR based questions

Session 5:  Evaluation and Assessing Information
In this session, participants will learn the techniques of evaluating and assessing data they have elicited from the candidates.
Learning Areas:

• Assessing candidates from interviewing data
• Listening and questioning
• Evaluating candidates based on evidence

Session 6:  Best Practices During The Interview
In this session, participants will discuss techniques on how to help candidates relaxed during the course of the interviews.
Learning Areas:

• Interviewer’s behaviour during the interview
• Helping the interviewee to feel calm and relax during the interviews

DAY 2
Session 7:  CBI Role Play
In this session, participants will carry out actual interviews. Videos of themselves carrying out interviews will then be played for reviews and comments.
Learning Activity:

• Mock interviews

Session 8:  Putting It All Together

• Review
• Reinforce

At the end of the training, participants are expected to be able to:

• Have a process for creating competency requirements for any given position.
• Understand why behavioral interviews are two to five times more accurate than traditional interviews.
• Identify and apply the principles of behavior interviews, and performance-based selection methods.
• Enhance professional interviewing skills with effective communication strategies and

behavioral interviews techniques

• Role play and practice using behavioral interviewing skills
• Develop a reliable, valid and defensible rating/scoring and evaluation process
• Develop structured behavioural questions related to a job
• Conduct a competency based interview
• Apply a systematic and consistent evaluation and rating

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.

Oct 17-18, 2011

• People bring different ideas, goals, values, beliefs and needs to their teams or workplace and these differences are a primary strength of teams. These same differences, however, inevitably lead to conflict, even if the level of conflict is low. Since conflict is inevitable, one of the ways in which leaders, managers and supervisors can help staff to improve their abilities to function on multidisciplinary teams is to work with them to develop their understanding of conflict and their capabilities to manage and resolve conflict. This programme is designed to help leaders to cultivate that skill.

Leaders, Managers, Supervisors and All those who work in teams.

Selected Session Topics

DAY 1
Session 1: What is Conflict and Conflict Management
This session will help participants understand how conflicts arise and why conflict management is necessary
Learning Areas:

• Cause of conflicts
• Positions and Interests
• Negative energy of conflicts
• Positive energy of conflicts
• Functional and dysfunctional teams

Session 2: Modes To Use In Conflict Management
This session is designed to make participants understand and adopt certain approaches and techniques in resolving conflicts.
Learning Areas:

• Compromising
• Collaborating
• Competing
• Avoiding
• Accommodating

Session 3:            Essential Skills in Conflict Management
This session will hone the essential skills of participants in conflict management. The focus is to develop and cultivate participants’ Conceptual Skills and Interpersonal Skills.
Learning Areas:

• Conceptual skills – understanding the issues at hand and reasons for conflicts
• Interpersonal Skills – how to listen accurately and question effectively

Session 4:            Abilities and Tactics For Conflict Management
This session will develop the abilities of participants to resolve conflicts and adopt appropriate tactics in seeking a conflict resolution.
Learning Areas:

• Abilities:
• Ability to listen
• Ability to distinguish between interests and positions
• Ability to elicit interests from others
• Ability to convey cooperative expectations
• Ability to model cooperative behaviors
• Ability to state and explain one's own needs and expectations
• Ability to be open to creative solutions
• Tactics:
• Listen in order to defuse emotion
• Listen for facts
• Paraphrase and validate emotions
• Paraphrase substantive content
• Ask "How" and "What" questions
• Make "I" statements
• Know one's own BATNA
• State needs clearly

DAY 2
Session 5:  Conflict Assessment Tools
This session will introduce to participants assessment tools that will help to analyze a conflict. Based on analysis, participants can make a more informed choice when responding to a conflict. Participants will do work on 4 assessment tools introduced here.
Learning Areas:

• Wilmot-Hocker assessment guide
• Conflict Map
• Metaphor Analysis
• Typology of Conflict

Session 6:  Anger Management
The element of anger is present in most conflict management situations. This session is designed  to introduce techniques in managing anger in ourselves and in the group.

• Recognising signs of anger
• Why are we angry
• Anger and relationship
• Anger Management Tips

Session 7: The Better You
This session will cultivate the best characteristics in participants to become a more effective and efficient professional.
Learning Areas:

• Do you know who you are?
• The JOHARI Windows
• How do you see yourself?
• Managing yourself : Self Talk
• Managing Self Anger
• Staying Calm, Staying Successful

Session 8: Putting It All Together
This session will review all ideas shared and taught. Participants will reinforce their learning through their action plans.

At the end of the programme, participants will be able to:

• Demonstrate understanding on causes of conflicts
• Develop effective techniques in conflict management
• Select the right model for conflict management
• Cultivate the ability to understand concepts and identify areas of conflicts
• Develop interpersonal skills
• Adopt the right tactics in seeking conflict resolution
• Use conflict assessment tools
• Manage anger
• Become an effective team player

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.

Sept 19-20, 2011

• This programme is designed to equip participants with the essentials skills to write a persuasive business proposal that can win support or investment from the reader. Participants will also be coached on the techniques of making a persuasive business presentation.

Entrepreneurs, managers, executives, and those who need to write a winning business proposal.

Selected Session Topics

Programme Outline
DAY 1
Session 1: Understanding The Components and Language of a business Plan (to be used in a business proposal)
In this session, participants will be taught the fundamentals of a business plan that can also be used in the writing of a business proposal.
Learning Areas

• What are expenses? CAPEX vs. OPEX.
• Managing cash flow
• Using a SWOT Analysis to analyze the likelihood of success for the business you are proposing

Session 2: The Goal of a Business Proposal
In this session, participants will learn to write a business proposal according to the goal they have set..
 Learning Areas

• Persuasion should be the Goal of a Business Proposal
• How to ignite excitement in evaluators when they read your business proposal?
• A business proposal that is easy to evaluate is a winning proposal

Session 3:  Who Sets the Standards For A Business Proposal?
This session will coach and guide participants on how to write a business proposal according to the requirements of the customer.
Learning Areas:

• You write for your customers.
• Determining what information the customer needs?

• References?
• Pricing?
• Contractual details?
• Who will be doing the work?
• Things presented chronologically?
• Information organized functionally?

Session 4: A Simple Business Proposal Formula
In this session, participants will be looking at how to determine information and data required by their customers in their business proposal. Participants will also practice crafting sentences to answer the questions raised in this session.
Learning Areas:

• Who: who will do the work, who will manage the work, who does the customer call if there is a problem, who is responsible for what
• What: what needs to be done/delivered, what will be required to do it, what can the customer expect, what it will cost
• Where: where will the work be done, where will it be delivered
• you have selected, why the customer should select you
• How: how will be work be done, how will it be deployed, how will it be managed, how will you achieve quality assurance and customer satisfaction, how will risks be mitigated, how long will it take, how will the work benefit the customer
• When: when will you start, when will key milestones be scheduled, when will the project be complete, when is payment due
• Why: why have you chosen the approaches and alternatives

Session 5: Proposal Layout, Formatting and Design
In this session, participants will be looking at the components and mechanics of a business proposal.
Learning Areas

• A serif typeface such as Times Roman
• 10-12 point type
• A column width of 50-60 characters (either double column or “scholar’s margins”)
• Page margins of at least .5”
• The use of color whenever possible
• Extensive use of graphics
• Full use of front matter (Table of Contents, List of Figures, etc.)

DAY 2
Session 6:  Presentation Skills For A Specific Purpose
This session will guide participants on how to make presentation on a specific topic. Participants will use will a business proposal as a presentation topic.
Learning Areas:

• Persuasive presentation
• Speaking to your audience
• Pace and diction
• Select 3 important point to present  on why people should “buy-into” your presentation
• Using Body gestures to emphasize a point
• Power points and graphics

Session 7: Practical Presentation
In this session, participants will step forward to deliver their presentation. Participants’ presentation will be recorded. Feedback on their presentation will be given to them.
Learning Areas:

• Identify the good points of the presentation you have seen
• Identify the areas of the presentation that can be improved
•  

Session 8: Putting It All Together
In this session, participants will do a review on all modules learnt. Leaning will be reinforced and consolidated.
Learning Areas:

• Review and consolidation exercises

At the end of the training, participants will be able to:

• Articulate the expenses they would incur in a business
• Demonstrate their understanding on budgeting
• Articulate the importance of managing cash flow
• Identify sources of funding for the proposed business
• Do a SWOT Analysis for information relating to their proposed business
• Use the information they have researched and put them into their business proposal
• Use their understanding on the goal of a business proposal to give better information to the target audience or customer
• Write in a way to give the type of information expected from the target audience or customer
• Write a clear and accurate executive summary
• Use a business proposal formula
• Use the appropriate  proposal layout, formatting and design
• Demonstrate understanding that they know the difference between a proposal for the government sector  and a proposal for the private sector
• Use the “22 critical areas” they have learnt to win the next proposal
• Write a persuasive business proposal
• Edit their own business proposal
• Demonstrate techniques on how to make an oral presentation
• Make a persuasive oral presentation on their business proposal, product or services

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.

Nov 9-10, 2011

• We have heard the cliché’ that Customers Are Always Right, even when they are wrong. Many customers feel that they have a right to complain as they have given money in exchange for value. They seek the value that they feel they are justified to have. And when they don’t receive what they perceived as value they may get very upset or fly into a rage.
  This programme is designed to equip participants with the knowledge and skills to manage customers so that customers’ loyalty can be earned and retained.

Customer Service personnel and all those who are involved in the delivery of customer service.

Selected Session Topics

DAY 1
Session 1: Prevention Is Better Than Cure
This session will impress upon participants on what excellent customer service is all about. The four quadrants of service level and expectations will be introduced and shared. Participants will learn that the best way to handle customers’ complaints is to prevent complaints from happening in the first place.
Learning Areas:

• Understanding excellent customer service
• Meaning of value for money
• Quadrants of Customer Service Level
• Exceeding customer’s expectations

Session 2: The Pitfalls of Bad Customer Service and Remedies
This session is designed to make participants conscious about the impact of bad customer service and losing a customer. Participants will be encouraged to talk about how they have failed, the impact felt on the business and how they remedied the situation.

Learning Areas:

• Customers are not always right but they pay
• The cost of getting a customer
• The 3 + 3 Effect
• That’s business, bro

Session 3:            The Yin and Yang of Complaints
This session will impress upon participants that complaints are not necessarily bad or an inconvenience. Complaints are actually an opportunity for them to show how good they are, what they can do and to bond with customers.
Learning Areas:

• Identify the problem
• Do not take complaints personally
• Being defensive is offensive
• B.L.A.S.T  the complaints : Believe, Listen, Apologize, Satisfy, Thank

Session 4:            Managing Different Types of Customers
This session will illustrate to participants the different types of customers and how to manage them. Participants will be shown techniques on how to be calm and in control of the situation.
Learning Areas:

• Different type of customers – The Gentleman, The Don’t Know –What-He-Wants, The Agitated
• Good listening skills
• Effective questioning skills
• How to stay calm
• Identifying the issue
• Solving the problem

Session 5: Managing Walk- In Customers
This session will coach participants on how to manage walk-in customers. Participants will learn how to read the body language of customers and to read their emotions. Participants will also be taught on how to anticipate customers’ needs and to be proactive in providing customer service.
Learning Areas:

• You don’t have to be a psychologist to understand body language
• Understanding emotions
• Anticipating needs
• Being proactive

DAY 2

Session 6:  Replying To Letters of Complaints
This session will guide participants on how to reply a letter of complaint. Participants will be given the opportunity to draft a reply. Facilitator will give guidance and debriefing on the quality of each reply.
Learning Areas:

• The 3 Cs in a Letter: Clarity, Conciseness and Courteous Close
• Grammar Revisited
• Tone of the letter
• Awareness of legal ramifications in an apology letter

Session 7: Beyond Transactional Servicing
This session will coach participants on how to transform transactional service into a bonding of relationship marketing with customers.

• The extra mile
• Exceeding expectations
• Proactive
• Relationship marketing
• Transforming a Happy Customer into a Raving Customer

Session 8: The Better You
This session will cultivate the best characteristics in participants to become a more effective and efficient customer service professional.
Learning Areas:

• Do you know who you are?
• The JOHARI Windows
• How do you see yourself?
• Managing yourself : Self Talk
• Managing Self Anger
• Staying Calm, Staying Successful

Session 9: From Good To Excellent
This session is designed to elicit from participants on how they can provide better service.
Learning Areas:
What are we doing well?
Can we do better?
What irritates you most in this system?
You are a CUSTOMER too. What do you want?
What is customer excellence?

Session 10: Putting It All Together
This session will review all ideas shared and taught. Participants will reinforce their learning through their action plans.

• At the end of the programme, participants will be able to:

  • Articulate the importance the excellent customer service
  • Demonstrate understanding of the Quadrant of Customer Service Level
  • Identify ways and actions that deliver good customer service
  • Pace and modulate their voice when managing an irate customer
  • Demonstrate good listening and questioning skills
  • Identify the problem that agitates the customer
  • Illustrate techniques of keeping calm
  • Calm down an angry customer
  • Offer reasonable solution to customers
  • Anticipate customers’ needs
  • Read body language and emotions of customers
  • Behave in a proactive way
  • Demonstrate that they know their inner self and how others see them
  • Manage their own emotions and anger
  • Project calmness and serenity

Philip Tan. Philip Tan is management and soft skills guru, international public speaker, corporate trainer and motivator. Philip has both academia and industry experience from a diverse range of career paths that include holding senior positions in tertiary education, dotcom, advertising and marketing and hospitality training. In his dynamic career route, he has held portfolios of dean, vice president and chief executive officer of an International Professional Organisation championing corporate governance.