Customer Service and Effective Communication

Introduction:

Attracting attention and customer focus are key factors to be successful in a competitive market. Better offers and personal communication are what make new customers “stick” with the company. By managing customer relationships, these requirements are included in all the company’s activities.

Benefits to the Individual

  • Customer service
  • Understanding the customer’s mission
  • Customer Management Understanding
  • Understanding customer engagement
  • Defining communication
  • The importance of communication
  • A model for communication
  • Establishment of the relationship of trust
  • Relationship analysis
  • Building the report
  • The importance of trust
  • Trust levels

Best for: The course provides communication skills and customer service training for individuals wishing to develop their interpersonal skills and build rapport with others in the workplace. The training covers effective communication strategies to enhance understanding and verbal communication with others.

Change Management

Introduction:

Hardly anyone likes change, most want it to stay the way it is. What to do before getting started? How do I make the head and abdomen for the upcoming change ready? How do I find allies? How do I get into it? How do I deal with resistors? What resources do we need to control the process? What do I do if everything has to go fast? What and how do I communicate before and during the change process? This small excerpt of questions shows that there is hardly a more complex task for managers.

Benefits to the Individual:

  • You will gain an understanding of the basic principles and dynamics of change processes.
  • Rises’ own willingness to change.
  • You are safer in dealing with change.
  • You learn from others: the most common mistakes in change processes and how to avoid them.
  • You will receive best practices examples of successful change implementations.

Best For: Our change management training is bespoke designed around your needs. We will equip your staff to invest in the process of innovation and learning that is necessary to any successful organization.

Facility Management

Facility Management is an integrated process to support and improve the effectiveness of the primary activities of an organization by the management and delivery of agreed support services for the appropriate environment that is needed to achieve its changing objectives.

 Introduction:

After salary and wages, expenditures for facility and real estate represent the largest part of the operating expenses for a company and any improvement of cost effectiveness results in a significant overall saving of costs. Organizations can’t ignore the potential for cost saving within their real estate portfolios and increasingly they are using property-based information for corporate strategic decision making. A professional Facility Management can help to raise the efficiency of the secondary processes of companies and build up strategic success factors. More importantly, it shows the great opportunity for management to take a new approach and handle the changing demands to run these facilities successfully in the future. This Facility Management training course will provide good basic information and knowledge in the field of Facility Management. Participants will learn the holistic management view regarding the life cycle of “facilities” and aspects of sustainability.

 

Benefits to the Individual:

  • Facility Management as a Management tool
  • Methods and skills for a successful Facility Management
  • Key success indicators for Facility Management
  • Knowledge and competences to successfully operate

 

Best For:

Special focus of this train the trainer course is to improve the knowledge and competences in the field of Facility Management to be ready to teach the Facility Management basic course. Primarily people are coming from following areas: Facility Manager, Real Estate Manager, Project Manager, Building care-taker, Architects, Building Managers, Property Manager, HVAC-Technicians, etc.

Product management

Introduction:

This course offers the basics sales management oriented to clients, a deep knowledge regarding the introduction of the products in the market and their successful sales. It’s about the training of individual communication skills, working in a team, creativity, day-to-day problem solving, motivation and presentation techniques, marketing as a very large concept and its strategies.

Benefits to the Individual:

  • Understanding of complete product development process
  • Understand how to build products with sustainable competitive advantage
  • Learn to priorities new product ideas based on business strategic alignment, return on investments and ability to execute.
  • Deliver new product developments on time and how to manage a team (or virtual team) of project resources and multiple business units stakeholders
  • Learn how to conduct a detailed project financial analysis, how to develop value and market based product pricing and how to develop product cost models and product forecasts etc…

Best for:

  • Entrepreneurs or managers, who want to administer the success of their product.
  • People, who want to develop their professional knowledge and skills.
  • People, who plan a successful professional path regarding the product management.

People, who want to have an influence on the success of the product

Coaching with High Impact

Introduction:

This course aims to give participants a clear insight and understanding into the dynamics that happen between people when they work one-to-one and in teams. Effective team coaching ensures the level of engagement and motivation necessary for achieving all of our goals. By the end of this module participants will know the „basic rules― of coaching and how to use simple coaching tools with high impact for their self-management and how to support/develop others.

Benefits to the Individual:

  • The secret of the systemic approach – systemic coaching fundamentals
  • What is coaching – and what not
  • Simple coaching tools – ready to use
  • Direct and indirect intervention
  • Mind set – how patterns in mind are created and how you can hold yourself and others to change them
  • How to become a good coach
  • Coaching process that makes sense
  • How communication can change the focus (e.g. from problem to solution)
  • How to overcome negative influences
  • How we can use the chances for a sustainable change of behavior

 

Best for: This interactive workshop is designed to help managers boost their effectiveness as leaders, and drive team success by inspiring and developing their people through coaching.

Leadership and Influence

Introduction:

The objective of this training module is to bring out the role of leaders and managers. This training aims to assist the participants to acknowledge the challenges of the hospital work environment and introduce organizational and leadership theories. Important factors of this training is the identification of competencies required for effective leadership and tools to put leadership skills into practice

Benefits to the Individual:

  • Characteristics of Good Leadership
  • Leadership Roles
  • The challenges facing leadership today
  • Application of different frameworks for strategic leadership
  • Inspiring a shared vision,
  • Nurturing change and accountability;
  • Lead and administer through change
  • Develop and administer strategic plans
  • Identify successful leadership practices and techniques
  • The 7 classic principles of influence … and how and when to use them to your advantage
  • Qualities of Successful Influencers
  • Influencing Styles & Influencing Practice

Best for:   This course is part of our management portfolio and is for anyone who is new to managing teams or who wants to improve their skills in team leadership. Whether your team is large or small, new or established, this course will have something for you. If your team lacks cohesion and focus, is hard to motivate or is stuck in conflict, we will provide you with some models and tools to help you find a way forward

Manager as Coach

Introduction:

The workshop will equip participants with practical core coaching skills and the opportunity to practice them in a safe learning environment. Coaches do not develop people, they equip people with the tools, knowledge and opportunities to develop themselves and become more effective. Coaching doesn’t need to take a great deal of time. If managers invest five per cent of their energy and focus on coaching your people, you will yield healthy returns. Developing talent is not optional. It is a business necessity.

 

Benefits to the Individual:

  • Coach average performers in the performance curve on opportunities for improvement.
  • Motivate others to actively seek out opportunities to grow and contribute more to the organization.
  • Resolve differences, handle team-member resistance or obstacles, and confront excuses.
  • Conduct developmental and non-performance-related coaching sessions.

 

Best for:  This interactive workshop is designed to help managers boost their effectiveness as leaders, and drive team success by inspiring and developing their people through coaching.

Strategic Human Resources Management

Introduction:

The overall aims of this module to teach you how to think strategically every day in your role as well as part of the HR planning process. It will help you to develop strategic insight, define a strategic vision and create new strategic ideas for the business and HR.

Benefits to the Individual

  • Raise your awareness and appreciation of advanced international HR practices
  • Develop the ability to critically select the tools and techniques that are most relevant to the challenge you are facing
  • Learn how best to provide effective leadership throughout the HR lifecycle
  • Feel confident to take on more senior roles and more challenging projects
  • Take your career to the next level

Best for:  This innovative course is aimed at HR professionals with 3+ years’ experience who want to develop their strategic HR capabilities and enrich their professional knowledge

Team Management

Introduction:

Teamwork is integral to a working environment. Businesses are evidence-based therefore, many providers and administrators are looking for evidence that team training is effective. Does it impact the client? Does it improve the work environment? Does team training work? YES, it does. Team training provides an effective vehicle for optimizing team-based competencies in your business.

Benefits to the Individual:

  • Defining Teams
  • Defining the importance of teamwork
  • Creating the foundation of communication
  • Stages of Team development
  • Learn how to choose an appropriate leadership style based on the situation at hand.
  • Recognize and learn how to manage stress within the team.
  • Managing team dynamics to ensure that the team is working at peak performance
  • Identify team member strengths and their role preferences
  • Gain a better understanding of differing personalities and what motivates them, leading to better communications and teamwork.

Best for: Team Leaders, Supervisors, Managers. The course is designed for anyone who manages, supports or coordinates other people, and who is interested in deepening the effectiveness of their working relationships and improving performance. No prior knowledge of coaching is needed – just a commitment to effective management.

Conflict Management

Introduction:

Experience tells us that the majority of errors within organizations come from communication problems. Our view is that these problems stem in large part from conflicts. Whether small or large, the important characteristic of conflicts for this discussion is that they exist, and they make it less likely that one person will communicate to another what may be important to the outcome for the business.

Benefits to the Individual:

  • Understanding the difference between healthy conflicts and damaging ones.
  • Defining the common ground of the conflict
  • Defining factual matters is involved in the conflict (incompatible tasks, like resources, position, rules, …)
  • Identification of the harm caused by a conflict.
  • Identification of Stakeholders in conflict.
  • Types of behavior in the conflict
  • Communication
  • Ways to prevent and resolve conflict in the workplace.
  • Emotional intelligence.
  • Conflict Dominative Position
  • Channeling conflict to achieve success

 

Best for: This Conflict Management course is suitable for new managers or anyone wanting to develop their effectiveness in dealing with conflict.

Leading with Emotional Intelligence

Introduction:

An employee with low emotional intelligence can negatively impact a workplace and their team members leading to poor morale. Examples of low emotionally intelligent behavior includes; not being able to take critical feedback, laying blame on other staff, passive-aggressive comments, giving opinions that are not relevant or not valuable to the company or wider team and playing the victim when they may not be one at all.

Benefits to the Individual:

  • Discover what EI is and why it matters
  • Understand the concepts of EI for developing resonant leadership qualities
  • Define EI and understand how it relates to effective leadership
  • Understand and apply principles and methods for self-awareness, emotion regulation and management, social awareness for understanding others and building and managing relationship
  • Increased Self-Awareness
  • Improved Self-Management
  • Increased Social-Awareness
  • Improved Relationship Management
  • Improve your management of emotions
  • Enhance your relationships within and outside of the workplace
  • Feel less stressed and be better equipped to manage high work demands and stress
  • Facilitate high performance
  • Create a positive work environment for others.

 

Best for:  First-Level, Mid-Level managers, and leaders who need to create a healthy, productive workplace and organizational culture by enhancing their overall effectiveness through EI.

Strategic Leadership and Effective Governance

Introduction:

Leadership is an elusive quality but it is easy to recognize good leadership when we experience or see it, and it is inspiring. Having a strategy is not enough

A leader’s effectiveness is helped — or hindered — by the ability to:

  • Lead change
  • Shape culture
  • Leverage polarities
  • Span organizational boundaries

Benefits to the Individual:

  • Introduction to strategic thinking: a new way of thinking and looking at the world
  • Identifying trends and patterns in the macro environment
  • Understanding strategic agility and why it’s crucial for today’s organizations
  • Implementing strategy: how strategy cascades through the organization
  • Utilizing the Leadership Predictive Index Behavioral Profile™ self- assessment to determine your natural leadership style

Best For:  Officers in the public and private service organizations.

Lego Serious Play Strategy

Introduction:

Lego Serious Play Strategy methods draw on extensive research led by Johan Roos and Bart Victor that looked at applications of the method in business, organizational development, psychology and education.

The structured process elicits deep thinking, powerful storytelling, authentic collaboration and problem solving of complex challenges that organizations, businesses and communities face. A Lego Serious Play workshop is designed to enhance engagement, business performance and strategic innovation. Make plans, develop strategies, explore risks, run scenarios, clarify values and behaviors with a Lego Serious Play strategy workshop.

Benefits to the Individual:

  • Understand the concept of strategy and strategic intent
  • Formulate strategy for their Business-within and identify opportunities that will affect longer-term results
  • Use strategic insight and business-strategy skills to create compelling business initiatives and strategic priorities for their area of responsibility

Best for: Everybody having a management, facilitator, process or consultant role

Agile Project Management

Introduction:

Project objectives change constantly. Agile Project Management is about embracing change, even late in the development stage. Today, global businesses want and need to be able to deliver products to the market faster. It is important to determine whether a traditional or Agile project management approach is appropriate. Working in an Agile environment means being able to quickly deliver the customers’ features on time and be able to respond to their needs by balancing flexibility and stability in this ever-changing world.

Benefits to the Individual:

  • Decide if your organization is ready to accept estimates and status reports that are different from those of previous projects
  • Determine whether your customer will be an active participant on a daily basis
  • Identify any shortcomings your global team may have
  • Determine if the project manager has the skills and characteristics needed to lead an Agile project

 

Best for: Agile Project management training is aimed at those with only a little experience of project management who want to learn the basic skills and get some tips and techniques for introducing the disciplines of project management. It would also be very useful for those who have some experience of small projects and want to further develop their skills.

Project Management

Introduction:

Project objectives change constantly. Project Management is about embracing change, even late in the development stage. Today, global businesses want and need to be able to deliver products to the market faster. It is important to determine whether a traditional or Agile project management approach is appropriate. Working in an Agile environment means being able to quickly deliver the customers’ features on time and be able to respond to their needs by balancing flexibility and stability in this ever-changing world.

Benefits to the Individual:

  • Decide if your organization is ready to accept estimates and status reports that are different from those of previous projects
  • Determine whether your customer will be an active participant on a daily basis
  • Identify any shortcomings your global team may have
  • Determine if the project manager has the skills and characteristics needed to lead an project

 

Best for:  Project management training is aimed at those with only a little experience of project management who want to learn the basic skills and get some tips and techniques for introducing the disciplines of project management. It would also be very useful for those who have some experience of small projects and want to further develop their skills.

 

Successful Sales

Introduction

Are you selling products, ideas, or services to different customers? Then this seminar is for you. Whether you are a non-sales specialist or an experienced salesperson, you will find everything here from ―hello‖ to closing the deal. This program covers challenging, insightful, and results oriented sales training theory as well as practical exercises.

Benefits to the Individual:

 

  • Developing your own individual sales personality
  • Sales calls – getting the meeting
  • Powerful Question Oriented Questioning techniques
  • Confident openings, correct body language
  • The PPP© presentation technique
  • Managing objections/smokescreens and closing the deal
  • How to win „referral/recommendation― business
  • Realistic role-play with Feedback

Best for: Successful Sales training course is for sales professionals who are looking for a systematic approach to help them succeed. You may find that selling is just a small part of your job description; however, you will learn skills on this course that will prove invaluable for connecting with customers and potential customers.

Successful Negotiation

Introduction

Everyone negotiates something every day. If you want your negotiations to be successful, you must assess your counterparty and be well prepared to change the game and turn the typical positional negotiation into a co-operative discussion. Every negotiation is different, but the basic elements do not change. The tools and techniques provided in this course will assist you to become better negotiators, whether there is one issue or several; two parties or many

Benefits to the Individual:

  • Discover your own negotiation personality
  • Define and plan a successful negotiation
  • How game theory works in negotiation.
  • Key body language ―do’s and don’ts‖
  • Powerful questioning techniques to increase benefits
  • Common negotiation strategies (including ―dirty tricks‖) and what to do
  • Lots of hands on role plays to practice your new skills!

Best for: The course is designed for anyone whose work involves negotiation or persuasion – with individuals or in groups. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

Problem solving

Introduction:

In everyday work, all people find and deliver solutions to advance their work and to advance with achieving the company’s goals. The question is how can we evaluate whether a solution is appropriate among all the alternatives that we may have; also because we are often under the influence of stress and time, it may happen that we cannot find well-thought, creative and effective solutions

Benefits to the Individual:

  • What do you mean by the word problem?
  • Problem types
  • “Problem Solving” Methods
  • Mind-mapping
  • Brainstorming
  • SWOT
  • Focus Group
  • The process of problem solving
  • Define the Problem
  • Identify possible causes
  • Analysis of Potential Causes
  • Make conclusions

Best for: Any employee within an organization

Facility management

Facility Management is an integrated process to support and improve the effectiveness of the primary activities of an organization by the management and delivery of agreed support services for the appropriate environment that is needed to achieve its changing objectives.

After salary and wages, expenditures for facility and real estate represent the largest part of the operating expenses for a company and any improvement of cost effectiveness results in a significant overall saving of costs. Organizations can’t ignore the potential for cost saving within their real estate portfolios and increasingly they are using property-based information for corporate strategic decision making. A professional Facility Management can help to raise the efficiency of the secondary processes of companies and build up strategic success factors. More importantly, it shows the great opportunity for management to take a new approach and handle the changing demands to run these facilities successfully in the future. This Facility Management training course will provide good basic information and knowledge in the field of Facility Management. Participants will learn the holistic management view regarding the life cycle of “facilities” and aspects of sustainability.

Benefits to the Individual:

  • Facility Management as a Management tool
  • Methods and skills for a successful Facility Management
  • Key success indicators for Facility Management
  • Knowledge and competences to successfully operate

Best for:  Special focus of this train the trainer course is to improve the knowledge and competences in the field of Facility Management to be ready to teach the Facility Management basic course. Primarily people are coming from following areas: Facility Manager, Real Estate Manager, Project Manager, building care-taker, Architects, Building Managers, Property Manager, HVAC-Technicians, etc.

Phone Skills

Introduction:

 

Customer Service Phone Skills is a training designed to teach the skills that will help improve customer service representatives telephone interactions through an increased understanding of who the customer is and how to treat them effectively.

The focus of is to develop an understanding of what constitutes quality customer service and the correct way to provide these services over the telephone. A behavioral instrument is used to determine the representative’s primary and secondary behavioral styles when interacting with their customers. This teaches the customer service representative how to be more flexible with different behavioral types in order to create a positive “chemistry,” thereby maintaining successful business relationships

Benefits to individual:

 

  • Redefined their perception of customer service, customer expectations, and how it translates in a telephone conversation.
  • Learned to recognize basic styles of customer behavior and simultaneously determining how to adapt to each style to create positive “chemistry”.
  • Analyzed the customer’s perspective in various situations and determined positive and negative behavior that can determine opportunities to gain agreement.
  • Understood the need to be a good listener and its significance in effective communication.
  • Learned effective communication skills and telephone etiquette in order to address the client’s needs so that they feel comfortable and satisfied.
  • Learned to manage difficult client behavior and situations involving real obstacles, e.g., anger, doubt, or misinformation.
  • Learned how to offer creative options for a clients’ problems, as well as to assist them in selecting the best options as a solution.

Best for: Supervisors, Team leaders and Team members, Managers, Medical Staff and Administrative staff, front desk and call justify staff.

Customer centricity training for office team

Introduction:

The responsibility of each employee is to live Company Values, to touch emotions and to create a positive customer experience.

The ultimate objective is to improve customer experience!

Benefits to Individual:

  • Participants share a common understanding towards essential definitions: What is a (internal) customer? Who is your customer?
  • What is service? What is customer centricity? What is customer experience?
  • What are “hygiene factors” and what are “motivators and differentiators”?
  • Knowing about “expectations”, “values” and “basic needs”?
  • “Moments of Truth” – Routine transactions versus WOW moments.
  • “The service chains!”
  • 2Participants experience important Moments of Truth emotionally and transform this experience into personal learning.

This training is best for:

Supervisors, team leaders and team members, medical staff and administrative staff.

Superior customer service quality

Introduction:

Understand and implement one of core values “Focus on Customers” Understand the customer’s satisfaction and loyalty impact on the business. Provide tools to increase customer service excellence.

Benefits to Individual:

  • Reaching Stellar Service
    • Customer Loyalty
    • Moments of Truth
    • Internal Customers
  • Connecting with Customers
    • Human Business Model
    • Stand in Customer Shoes
    • Body Language and Voice tone
  • Guiding customer Conversations
    • Open discussion
    • Learn about the client’s needs
    • Answer to customer needs and objections
    • Close the conversation
  • Healing Customer Relationships
    • Hear out the customer
    • Ease the tension
    • Act to improve
    • Leave a positive impression

This training is best for:

Supervisors, team leaders and team members, medical staff and administrative staff.

Sales and service process

Introduction:

Know the 4 stages of the “Sales and Service Process”; Develop your sales and communication skills to better respond to your customers.

Be able to:

  • Identify primary and additional needs
  • Lead a needs/feature/benefit discussion
  • Use Cross-Selling techniques to lever Performance
  • Close a conversation with a concrete agreement

Benefits to the individual

Welcome

 

  • First Impression, Set the Climate; Check to Proceed

 

IDENTIFY NEEDS

  • Asking appropriate Questions – Techniques (Different types of questions)
  • Get to know your customer; The “Funnel Technique”
  • Identifying primary; additional needs and future plans
  • Active listening and benefits of summarizing

 

 

OFFER ADVICE

  • Providing appropriate solutions
  • Linking features with benefits for the client
  • Probe for a “Buying Signal “and Overcome objections (ESC techinque)

 

CLOSE

  • Asking for business and Cross selling
  • Ask for referrals
  • Setting expectations; Bridge to Additional Needs
  • Close in a warm and friendly way

Best for: This course is suitable for anyone involved in business sales.

Teamwork and teambuilding

Introduction

Teamwork is integral to a working environment. Businesses are evidence-based therefore, many providers and administrators are looking for evidence that team training is effective. Does it impact the client? Does it improve the work environment? Does team training work? YES, it does. Team training provides an effective vehicle for optimizing team-based competencies in your business.

Benefits to the Individual:

  • Defining Teams
  • Defining the importance of teamwork
  • Creating the foundation of communication
  • Stages of Team development
  • Learn how to choose an appropriate leadership style based on the situation at hand.
  • Recognize and learn how to manage stress within the team.
  • Managing team dynamics to ensure that the team is working at peak performance
  • Identify team member strengths and their role preferences
  • Gain a better understanding of differing personalities and what motivates them, leading to better communications and teamwork.
  • Understand how teams develop over time.

This training is best for: Team Leaders, Supervisors, Managers. The course is designed for anyone who manages, supports or coordinates other people, and who is interested in deepening the effectiveness of their working relationships and improving performance. No prior knowledge of coaching is needed – just a commitment to effective management

Perfection in sales for Real Estate Managers

Introduction:

Selling in today’s hectic and complex Real Estate Business world requires tremendous effort and energy. It is highly competitive and it is therefore necessary for the sales person to show competence and professionalism,   in order to make the property more interesting for the customer, from the first time contacting on the phone, until showing and presenting him the properties.
However, you can improve your results and achieve a much higher return on your investment by learning about the behaviors, honesty and attention in addition to professional know-how techniques to sell successfully.

Benefits to the Individual:

  • Understanding salesperson psychology and how to strengthen your sales personality
  • How real estate sales are different from selling other products (i.e. cars or telecom or FMCG)
  • Finding clients, how to approach clients, and how to make the best first impression.
  • Key questions to ask potential clients – needs analysis.
  • Showing properties, how to present a property that it highlights its full value and makes it interesting to the buyer.
  • Dealing with objections and customer problems, and how to differentiate yourself from the completion
  • Asking to buy, negotiating prices, and closing the deal

 

Best for: Sales managers who want to refine sales planning techniques, build leadership skills and become more powerful decision makers, motivators, communicators, coaches and counselors

Cross Cultural Communication

Introduction:

Getting your message across in an international business environment presents a number of challenges.

Surprisingly enough, these communication challenges are seldom based on a lack of language skills, but more on a lack of knowledge regarding one’s own communication style and the effect it has on others.

An international businessperson needs more than do’s and don’ts about their target cultures to communicate successfully in an international business environment.

Benefits to the individual:

  • People Learn About Themselves
  • Encourage Confidence
  • Break Down Barriers
  • Build Trust
  • Motivate
  • Develop Listening Skills:
  • Develop Interpersonal Skills
  • People Use Common Ground:


Best for: Businesses and Individuals who work in an international business environment.