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Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.infoAuthentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Cross-Cultural Business Strategy and Professional Development for Indians
working with Americans
Success Stories / Case StudiesTraining Portfolio
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.infoAuthentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Success Story – Cabot Solutions
Title Building a Convincing Professional Brand with Canadian Counterparts
Client context A mobility solutions provider with Canadian clients wanted a cross-cultural soft-skills trainer with an in-depth understanding of client requirements.
Client challenges
Cultural competency, time management, business English skills (phone and e-mail), virtual presentation skills, and clear speaking skills (accent neutralization), keeping people in the loop.
AJ’s solution AJ mentored Tech Leads, Associate Project Managers, Solution Architects, and Software Engineers to polish their global corporate presence in virtual and face-to-face environments. By honing their leadership skills, team members were able to work effectively and better manage their time, bridging the North American-South Asian culture gap with stakeholders.
Client benefits
A solution architect with more than 7 years of experience was able to initiate and successfully carry out a virtual product demo for a Canadian client, which led to a long-term client engagement and continued business for the company. This same individual since has been able to represent his company at tech conferences delivering presentations and motivating others in the field.
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.infoAuthentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Success Story – Xcova Data Solutions
Title Customer-facing Skills with UK Stakeholders Improve Call Handling
Client context A business-to-business conveyancing provider, coordinating legal aspects of property sales with UK-based stakeholders.
Client challenges
Call handling processing delay due to communication and customer service challenges arising from cultural and linguistic differences.
AJ’s solution Targeted coaching for experienced conveyancers in handling the soft-skills aspects of call handling – opening the call, getting the attention of the stakeholder, resolving the matter, and being able to handle difficult calls.
Client benefits
An 80% call resolution rate on first attempt. Conveyancers initiate calls with more accuracy, connect with the appropriate stakeholder quicker, resulting in quicker case handling and resolution.
Feedback “Taking a break after difficult calls helps me gather my thoughts, clear my head and prepare better for the next call.” “Making direct results in resolving more calls in a shorter period of time.”“Clear speaking skills helps the person I am talking to know who I am, and what I am calling for.”
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.infoAuthentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Workforce Development – EYTraining
Program
Details # Trained
Branding
Business Writing
(Jan 2014-Jun
2014)
Business Writing was divided into two different 8-hour programs.
1. Business Writing – Style
This program introduces employees to the EY writing guidelines as per the
EY branded style guide and corporate communication culture protocols.
Also, employees are introduced to the legal implications of their writing to
external as well as external counterparts.
2. Business Writing – Structure
This program focused on business writing etiquette, crisp writing techniques
and how to deliver complex messages in organized and convincing methods
in various kinds of business communications such as emails, internal
reports, meeting notes, and other official EY documents.
250
Onboarding
Program (Nov
2013- Jan 2015)
Facilitated onboarding programs for the newly formed BENE (Belgium-
facing) and BRET (US-facing) teams on cross-cultural business skills, clear
telephone and email communication skills, accent neutralization, and team
building activities during the 2-month program.
35
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Professional DevelopmentContentment India
Training Program Details # Trained Delivery Methods
US Culture Primer for Onsite Visits
Financial professionals 5-15 years experienceprepare for their first onsite visit. Topics include US office mannerisms and corporate culture, and communication expectations.
20 All Programshave been delivered as:
• 1:1 CorporateCoaching
• GroupSessions
• ILT – Face to Face
• ILT – Virtual via phone/Skype
Small Talk & Conversation Etiquette
Professionals interacting with US clients learn how to use small talk effectively in emails, phone, and in-person meetings
25
Corporate Coaching Individuals are chosen to work 1:1 on targeted topics such as voice clarity, email writing, report writing, polishing corporate presence and client rapport building
10
Email, Instant Messaging (IM), and Phone Skills
Focusing on specific communication strategies for North American and Western European audiences, participants improve their professional communication etiquettes and productivity.
25
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Training Program Details of AJ Branded Program # Trained
Finishing School Preparing US bound H1-B visa holders for successful onsite client visits with a focus on daily interactions and communication expectations
250
Client-facing Interview Skills
Preparing professionals to confidently engage with UK and US clients during interviews through learning how to communicate soft-skills, body language, and hard skills
20
US Culture Basics for Rapport Building
Focus on American culture and work values aimed at improving customer relationships with US clients and stakeholders.
150
Negotiating Tips and Convincing Strategies with Americans
In addition to tips on building solid business relations with Americans, we look at how to use English convincingly in business with Americans, tone of voice, and influencing techniques.
30
Culture & Diversity Programs - UST Global
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Culture & Diversity Programs - UST Global
Training Program Details of AJ Branded Training # Trained
Customer Focused Solution Building
Building customer loyalty, trust and empathy throughout the customer lifecycle were highlighted in a global corporate context. Modules highlighted the dos and don'ts of small talk, meeting etiquette and communication skills for problem solving and resolving of tickets in an efficient and friendly manner.
40
Accent Reduction Seminar
Tips in reducing Mother Tongue Influence (MTI) based on Indian accents, particularly Hindi and Malayalam. Practice in phonetics, linguistics, voice clarity and pronunciation
40
Small Talk & Conversation Etiquette
Professionals interacting with US clients learn about conversation starters and enders and how to use small talk effectively in emails, phone and in-person meetings. Participants learn how to identify appropriate and avoidable small talk topics in relation to Indian ones
400
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Culture & Diversity Programs - UST Global
Training Program Details of AJ Branded Program # Trained
Corporate Coaching Individuals are chosen to work 1:1 on targeted topics such as voice clarity, email writing, report writing, and client rapport building. Goal achievement was noted through improved communication and work performance as seen in increased 360 Performance Review and Customer Satisfaction Scores
5
Alpha New Employee Training
College to workplace training imparting general professional etiquette, personality development and communication skills as well as targeted modules specific to UST Global company culture and working with US clients. (UST Global Branded Training)
45
Authentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.infoAuthentic Journeys Consultancy Pvt. Ltd. www.authenticjourneys.info
Explore training options by contacting us at
authenticjourneys@gmail.comor visit
www.authenticjourneys.info
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