Target Organizational Performance Solutions, Inc. can helpimprove your business performance and achieve yourbusiness goals through quality trainings targeted at thespecific competency needs of your people and organization.

Our 2017 Training Calendar features a wide array of highly-interactive and relevant training programs to be held in twostrategic locations: Metro Cebu and Metro Manila.

Our professional trainers will work closely with you to puttogether a learning opportunity that will help you put youremployees on the fast-track to competence. Our experiencein research and innovation in the various competency areasenables us to create highly effective, interactive training thathelps you achieve your business goals. Training andDevelopment when provided by an organization withdecades of experience and industry know-how ensures thatyour employees are developing the relevant skills for yourorganization and not just gaining “book knowledge” thatmight, or might not be useful to you and your company. Ourfully transportable learning environment is achieved byusing interactive discussions, real-life cases, hands on groupwork, structured learning exercises, assessment tools, andsharing experiences and best practices.

We are proud to have rendered training and developmentsolutions to more than a thousand organizations and tens ofthousands of professionals and private individuals in theAsia-Pacific region.

January

12-13 Project Management 19-20 Effective Negotiation Skills 25-27 Train the Trainers

February

02-03 Transition to Management09-10 Professional Business Writing16-17 Systematic Problem Solving &

Decision Making

March16 The High-Performing Leadership

3

23 Developing AssertiveCommunication Skills

30-31 Systematic Problem Solving &Decision Making

April

20-21 Job Evaluation & Analysis24-25 Essentials in People Management

for Managers & Supervisors27-28 Coaching for Optimal Performance

May

18-19 Behavior Event Interviewing19-20 Accounting for Non-Accountants25-26 Developing High-Impact

Presentation Skills

June

15 Anger Management & ConflictResolution

16 Delivering Customer ServiceExcellence

22-23 Transition to Management

Training Schedule: METRO CEBUJuly

12-13 Essentials in People Managementfor Managers & Supervisors

19 Building InterpersonalCommunication Skills

August

10-11 Managing Difficult Employees17-18 Developing Critical Thinking Skills28-29 Measuring Training Effectiveness &

ROI

September

13 Managing Workplace Stress14-15 Project Management

3

22 Developing AssertiveCommunication Skills

October

26-27 Fundamentals of Professional Selling26-27 Systematic Problem Solving &

Decision making

November

08-09 Developing Frontline ManagementSkills

23 Business Etiquette & WorkplaceProtocols

24 Developing AssertiveCommunication Skills

December

04-05 Job Evaluation & Analysis

February

21-22 Effective Mentoring Program23 Priority Management

March

27 The High-Performing Leadership28-29 Behavior Event Interviewing

April

27-28 Transition to Management

May

29-31 Train the Trainers (T3)30-31 Project Management

June

26 Anger Management & ConflictResolution

27-28 Job Evaluation & Analysis

July

05-07 Train the Trainers (T3)

25-26 Behavior Event Interviewing

August

23 Building InterpersonalCommunication Skills

24-25 Transition to Management

Training Schedule: METRO MANILASeptember

25-26 Effective Facilitation Skills27-28 Project Management28 Developing Assertive

Communication Skills

October

09-10 Essentials in People Managementfor Managers & Supervisors

13 Developing AssertiveCommunication Skills

November

15 Priority Management16-17 Managing Employee Performance

for Managers & Supervisors27-28 Effective Negotiation Skills

December

06 Managing Former Peers & OlderEmployees

07-08 Developing High-ImpactPresentation Skills

PROJECT MANAGEMENTOverview:This essential project management workshop will help you eliminate unnecessary expenditures, and stamp out waste as youmanage projects more effectively than ever before! Be ready to effectively & efficiently manage resources, people, deadlinesand real-world challenges required to bring any project in on time, on target and on budget! Whether you are implementing anew system or procedure, designing a novel product, whisking a new product to the market, constructing a building, transferringto a new office or simply having a company event, you need to be in control of these projects from start to finish – and thisentails a solid Project Management foundations. This basic project management workshop is guaranteed to get you up to speedfast on the most effective project management techniques and strategies available today. In addition, you'll learn literally dozensof practical project-management "how-to's" and tips that will save you time, money and effort along the way. It provides up-to-date tools in developing and instituting project plans, setting out pre-determined course of actions and establishing the systemsby which you can ensure the successful implementation of the project.

Duration: 2 DaysTarget Audience: Project Engineers & Managers; Executives, managers, and supervisors with responsibility for diverse projects;

Individuals who are new to project management or even “accidental” project managers (professionals forwhom PM is a secondary part of their jobs); Anyone interested in acquiring basic knowledge and skills in projectmanagement

EFFECTIVE NEGOTIATION SKILLSOverview:Whether you’re faced with suppliers looking to hike prices, clients extending their payment terms, fixing a contract for newbusiness or dealing with an employee’s request, understanding the art of negotiation will considerably increase your chances of apositive outcome. Get what you want and the best deal through successful negotiation! The strength of your agreements,understandings and relationships can make the difference between success and failure. Weak agreements always break down.They bring nagging dissatisfaction and aggravation into your business and personal lives. Strong agreements help you reach andexceed your own objectives, while bringing mutual satisfaction to all parties. This program is designed to help increase thechance to craft powerful agreements by developing and acquiring effective negotiation skills. The aim is to teach participants theright skills in coming out with a win-win scenario to all parties involved. This program involves participants working on processesand procedures that result in successful negotiation through the use of group and individual activities, exercises and formalinputs.

Duration: 2 DaysTarget Audience: Entrepreneurs & Business professionals who can benefit from successful negotiations; Managers, Supervisors,

and Frontline Staff in any functional areas; Customer Service, Sales and Marketing, Purchasing, HR, & otherprofessionals who are engaged in different forms of negotiations

TRAIN THE TRAINERS(Building Strategic Training & Development Competencies)Overview:Training and development is crucial for business organizations to achieve desired goals. But in order to stay on top of thecompetition, it must be a perpetual process considering the ever changing business environment. As knowledge and skillrequirements change, training methodologies and tools must also keep up to address various learning and development needs.However, managing this critical organizational component requires more than just presentation skills, but a profoundunderstanding of the critical business drivers as well as the entire cycle of learning, change, and development. And as jobschange and re-training is needed at an increasing rate, more and more managers, supervisors, and even non-professionaltrainers are being called upon to do training that was formerly done only by experienced trainers. This comprehensive andhands-on Train the Trainers (T3) program is designed to equip participants with the necessary framework, concepts, principles,tools and techniques in carrying out successfully the training tasks at hand. The framework of this program is based on a modelcalled Instructional Systems Design (ISD). The five phases in the model are Analysis, Design, Development, Implementation, andEvaluation (ADDIE). Today, this model has been adapted by most internationally recognized companies and organizations in thefield of training and development. Participants will be exposed to the entire training and development cycle and learn specificskills in identifying learning & development needs; designing and developing relevant training courses and methodologies;implementing and delivering successful training programs; and measuring the effectiveness of the training initiatives.

Duration: 3 DaysTarget Audience: Training & development professionals, behavioral & technical trainers, and HR professionals; Managers &

supervisors with training & development functions; Professionals who would like to be acquainted with theentire training & development cycle

TRANSITION TO MANAGEMENTOverview:The biggest problem in every organization is that we reward our best performers by promoting them to management withoutteaching them how to succeed. A Gallup poll confirmed the #1 reason people quit their jobs is because their immediate superiorswere doing a poor job managing their people! Among the majority of companies, most managers and supervisors are promotedfrom the ranks because they were either the best performers or had the most tenure. However, when they are not equippedwith the necessary management knowledge & skills, a corporation can turn a highly productive performer into an ineffective andweak leader. A lot of people from technical, production, sales, staff or entry-level positions, who are promoted to management(i.e. supervisory or team leadership) or are given management functions, find themselves incapable of keeping up with thechallenges that go with the new role. As a result, they create chaotic work scenarios that put the brakes on operational orbusiness performance. This comprehensive & highly interactive workshop will help lay the foundation for a management careerand provides easy-to-apply tools to make a successful transition. Participants will learn how to plan, organize, delegate,motivate, coach and lead their team. They will acquire people skills that will enable them to cope with the dynamic interplay ofbehavior among their staff, provide necessary tools that unleash their staff’s true potentials, and provide a supportiveenvironment that spells out productivity and improved interpersonal relationships.

Duration: 2 DaysTarget Audience: Supervisors, team leaders, and managers with less than three years of management experience; Candidates for

management/supervisory positions; Anyone interested in mastering basic management concepts and skills

PROFESSIONAL BUSINESS WRITINGOverview:Looking to give your writing skills a truly professional edge? Then this workshop is for you! One remarkable & useful skillanyone in the corporate world can possess is the ability to write clearly, concisely, & professionally. With almost all of today’sbusiness communication happening in written form, it is important to make every moment an opportunity to build yourcredibility. However, a lot of today’s professionals are having difficulty writing various forms of business correspondence. Andlet’s face it - weak correspondence reflects poorly of you and your company. This comprehensive business writing program isdesigned to help you polish your writing skills so you could break through the clutter and get your message come across withclarity, crisp and vigor. You will not just revisit the standard grammar and mechanics of English but you will work on polishingyour writing style to add a touch of professionalism. Packed with tips and easy-to-remember techniques, this workshop is amust-attend event for you if any part of your job involves communicating in writing. Whether you prepare formal businessreports, proofread business letters, or send e-mail to customers or colleagues, the skills you’ll learn will add professional polishand accuracy to every business document you write!

Duration: 2 DaysTarget Audience: Individuals who want to polish their business writing skills and increase their confidence in writing various types

of business correspondence; Business professionals at all levels and functional areas who are required topresent ideas in writing

SYSTEMATIC PROBLEM SOLVING & DECISION MAKINGOverview:If you are tired of applying dead-end solutions to recurring problems in your company, this workshop helps you reconstruct yourefforts and learn a systematic approach to solving problems and develop practical ways to solve the most pressing problems andreach win-win decisions. When faced with business problems, facts and knowledge can only go so far. Solving tough problemsrequires the ability to utilize data in order to come up with the best solution. This requires a systematic approach wherein onecan truly identify the true problem, analyze the possible causes, create options, select the most feasible option, and thenimplement it. Because being able to make decisions and solve problems effectively is a necessary and vital part of every businessleader’s job, it is imperative to learn a systematic approach to ensure the effectiveness of the overall decision making process.This program will help you refine your problem solving and decision making process by using specific, proven methods of gettingresults. You will be given a framework for solving problems and practice alternative & creative methods to arrive at a particulardecision. You will learn to use a proven decision-making model you can immediately apply to most problems and practice itsapplication in real- world situations.

Duration: 2 DaysTarget Audience: This workshop will be a valuable learning experience for professionals who want to become effective problem

solvers and decision makers - Business Executives, Managers & Supervisors in any functional areas; HR/ODprofessionals; Officers and Staff tasked with problem solving and decision making at work; New andExperienced Managers who want to enlarge their tool kit; People considering a move to management

MANAGING FORMER PEERS & OLDER EMPLOYEESOverview:Does your workplace suffer from a generational rift? If yours is like the majority of companies, the answer is yes. However, twoof today’s pressing concerns are no longer how to manage Gen-X or Gen-Y but on how you, as Gen-X or Gen-Y manager caneffectively lead people your parents’ age as well as manage your former peers. Sometimes a promotion can suddenly changeyour relationship with co-workers from “peer” to “boss.” It’s not an uncommon scenario. However, when this happens, it oftencreates an awkward and uncomfortable set of dynamics, and there’s no blueprint for how to manage them. Adding fuel to fire,sometimes you get to manage people twice your age. Becoming the boss is an exciting transition, but it can also be a nerve-wracking one especially if you are now managing people who are older than you or used to be your peers. You need toestablish your credibility and authority, without acting like the promotion has gone to your head. This program providespractical strategies and techniques on how to motivate and manage this talent pool of older workers and former peers. Youwill learn essential people skills so you could lead and create the climate in which employees will remain engaged andproductive in the midst of changing roles and authority.

Duration: 1.5 DaysTarget Audience: Millennials or young supervisors, team leaders, and managers; Candidates for supervisory or managerial

positions; Anyone interested in learning various strategies to deal with management challenges associated withformer peers and older employees

THE HIGH-PERFORMING LEADERSHIPOverview:The success of an organization hinges on the collective effort of every employee, from the management down to the operativeemployees. The extent to which a team demonstrates commitment to high productivity and high standards of work performancelargely depends on the ability of the leaders to lead and manage the team. This basic leadership program focuses on theelements of high-performing leadership which will enable them to build better teams, streamline work processes, empower andmotivate employees, and develop people potential. Rather than learning these skills by the seat of their pants and by slowlygaining experience on the job, we provide powerful insights that would stretch their creativity in dealing with various situationsand behaviors relating to real-life work conditions.

Duration: 1 DayTarget Audience: Managers and supervisors in any functional areas; Team leaders, line leaders; Individuals who wish to develop

and enhance their leadership skills

DEVELOPING ASSERTIVE COMMUNICATION SKILLSOverview:At work, people act in passive and aggressive ways from time to time. However, such ways of responding are unproductive &are often inappropriate expressions of what they really need to say and often lead to strained relationships and undesirableemotions such as depression, frustration, resentment, or anger. Worse, passive & aggressive reactions to people and situationsdo not lead to the satisfactory achievement of personal & professional goals. In many difficult situations, a lot of people findthemselves being aggressive, pushy, sometimes going over the top and then regretting it later. As is often the case, those whoare doing the pushing end up squashing the interests of those being pushed. Those with less assertive personalities findthemselves withdrawing and avoiding conflict even at the expense of their success. In a business environment whenperformance and targets define success, how would you able to meet business expectations without violating your innateright and of others for ethical treatment and respect? This course provides a practical approach to being assertive at work. Thegoal is not only to transfer knowledge but to build real and useful skills that lead to behavioral and skill changes. You will learnhow to express your rights, opinions, requests and feelings in a direct, honest and open manner without violating the rightsand self-esteem of your superior, colleagues or those who are directly reporting to you. Various communication activities, self-assessment tools, role play, group discussions and application exercises are utilized to bring concepts to life and to ensuretransfer of useful skills leading to positive behavior change.

Duration: 1 DayTarget Audience: All employees; If you are one of those who worry about pleasing or offending others to the detriment of your

own needs (work results, respect, influence, etc.) then this program suits you best. Now is the time to think ofways to readdress your fears, build up your confidence and learn to effectively communicate with people.

EMPLOYEE PERFORMANCE MANAGEMENTOverview:One of the biggest causes of workplace unrest and low job satisfaction is poor performance management and it definitelydoesn’t start and end in performance appraisals. It requires a step by step process to ensure that employee performance ismanaged by immediate superiors from the start of performance cycle up to the tail end and back. A solid performancemanagement system is the cornerstone of organizational excellence. Its overall aim is to establish a high performance culture inwhich individuals and teams take responsibility for the continuous improvement of business processes and for their own skillsand contributions within a framework provided by effective leadership. Its key purpose is to focus people on doing the rightthings by achieving goal clarity. Much of the implementation of every performance management system lies in the hands of theemployees’ managers and supervisors. Effective performance management aligns the efforts of managers/supervisors and anemployee with organizational goals, promotes consistency in performance review, motivates all employees to perform at theirbest, and is conducted with fairness and transparency. This program is a comprehensive toolkit for managers and supervisors asit shows the step-by-step process in conducting performance management – the right way. It provides a vast resource of toolsand techniques to better improve individual, team, and organizational performance by setting clear and concise employeeexpectations; monitoring progress; aligning measurable individual goals with larger organizational goals; and recognizing andrewarding individual accomplishments, demonstrated competencies, and contributions to company mission & vision.

Duration: 2 DaysTarget Audience: Executives, managers, supervisors, team leaders in all functional areas; HR professionals; Those who are tasked

to plan, monitor, review, and develop employee performance

JOB EVALUATION & ANALYSISOverview:Most studies show that pay is an important component for employee retention. A new Deloitte research suggests that 90percent of the workforce desire compensation to be both competitive and fair within job families. But how would you ensurethat pay levels for jobs are not just competitive externally but also EQUITABLE INTERNALLY? How would you determine whichjobs are to be paid higher than the others? The starting point for the creation of an internally equitable compensation strategyis the assessment of the relative value of jobs through a process known as Job Evaluation. By exercising managementjudgment, differences between jobs are analyzed and assessed based on certain job elements. The result of which is a fair andlogical hierarchy of jobs which shall aid the management in deciding which jobs are to be paid higher than the others. Payingfairly based on the internal relative value of jobs greatly increases the effectiveness of the organization’s compensationstrategy which impacts employee satisfaction and retention. This workshop is designed to provide participants with thepractical knowledge and skills in conducting Job Evaluation to determine the relative value of a job in relation to other jobs inan organization. Participants will be introduced to various qualitative and quantitative methods in Job Evaluation including athorough discussion on Job Analysis which is a critical element in the evaluation process. Learn job evaluation and analysistools that are not only flexible but also easier to understand, implement, and manage.

Duration: 1.5 DaysTarget Audience: Individuals who are accountable for describing, analyzing, designing and measuring work in their organizations.

This includes professionals in compensation and benefits, human resource development, and organizationaleffectiveness as well as department and line managers asked to participate in these processes.

ESSENTIALS IN PEOPLE MANAGEMENT FOR MANAGERS & SUPERVISORSOverview:People related issues and concerns are definitely not just the business of HR departments. Now, more than ever, businessmanagers & leaders are expected to know as much about Human Resources as they do about finance, strategy and other areasof the business. Managers, supervisors, or those who have people reporting to them are, in all essence, HR or People Managers.They have never been more accountable, ethically and legally, for critical human resources issues and challenges - even when HRisn’t their core job. To maintain a competitive advantage in today’s business environment, companies are leveraging humanresource management to reach strategic objectives and are devolving to line managers the implementation of various HRinitiatives rather than centralizing them in HR departments for a very simple & obvious reason – line managers are the onesdirectly managing the work of their people and are in the best position to ensure companies keep the best talents. In allocatingHR functions to lines managers, companies must train them in people management skills if they are to successfully andeffectively carry out this responsibility and retain the best employees. What’s more, there’s a minefield of potential vulnerabilitythat a non-HR managers must be able to successfully navigate. Yet far too many line managers receive at best adequate, at worstno, training in the HR functions they have become responsible for. This leads to inefficiencies, high turnover rates, and problemswith complying with the law. This program shows every manager in any non-HR function how to avoid HR-related pitfalls, whilecapitalizing on HR-linked opportunities with greater skill and confidence. You’ll learn how to handle HR functions and a host of“people” issues and concerns. Every manager needs to be well-versed in these HR essentials and this seminar can help ensureyou’re up to speed.

Duration: 2 DaysTarget Audience: Business Managers: Executives, Managers, & Supervisors in any non-HR function including entrepreneurs and

business owners who need to gain a better understanding of the implications that HR Management practiceshave on their day to day work and decisions; HR professionals who understand the value of empowering linemanagement; Any other professionals who have an interest in people management principles and practices.

DEVELOPING HIGH-IMPACT PRESENTATION SKILLSOverview:Do you structure your presentations to make it easy for people to understand your point? Do you convey the confidence theyneed to move forward with the ideas you propose? Do you feel good about yourself and get the kudos you deserve? Or areyour presentations killing your influence and hurting your reputation? It’s time to level-up your presentation skills so youcould win projects, influence decision makers, get commitments, fosters cooperation, and streamline interpersonalcommunication! Today’s business professionals must present information in a compelling way in order to influence theiraudience to take action. Whether you are presenting a report, conducting trainings, persuading colleagues, doing a salespitch, energizing a team, or showing an idea or proposal to management, the power of your presentation makes thedifference between success and failure. Unfortunately, many are intimidated at the idea of getting up in front of a group,especially with important decisions on the line. In most cases, they fail because they could not handle the fear and anxiety thatgo with it. Good news is, even the highly experienced presenters have the same fear and anxiety like everyone else – but theyhave learned to deal with it through preparation and proper management of the various elements associated with theirpresentations. This program provides you the details on how to ensure the success of your presentations. It takes you step-by-step through the process of developing and delivering an engaging presentation. You will practice techniques professionalpresenters and facilitators use to engage the audience, control nervousness, and handle self with poise and confidence. Withhands on experience and insightful lectures and sharing, you will discover how to add more excitement to each presentationto help put your ideas get across. You will get tips and techniques to overcome presentation blunders and gain the ultimateconfidence to effectively carry out the presentation task at hand.

Duration: 2 DaysTarget Audience: Those who want to improve their presentation effectiveness, those who have little or no experience in

presenting, or those who have a real challenge handling the nerves and fear that they feel while doing theirpresentations; Managers, supervisors, trainers, or those who must deliver information using presentations;Anyone who has to give presentations as part of his/her job.

ACCOUNTING FOR NON-ACCOUNTANTSOverview:Accounting extends into virtually every walk of life. You’re doing accounting when you make entries in your cheque book and fillout your income tax return. When you sign a mortgage on your home you should understand the accounting method the lenderuses to calculate the interest amount charged on your loan each period. Individual investors need to understand someaccounting in order to figure the return on capital invested. And every organization, profit-motivated or not, needs to know howit stands financially. In today’s business environment, it is essential to know how to ask the right financial questions and fullyunderstand their respective answers. Accounting supplies all that information – and ironically, this is not solely done byaccountants but all professionals and even non-working individuals. For business professionals, the impact of inadequateknowledge in accounting may be damaging to ones career and to the business in general. Accounting for Non-Accountantsenables you to understand accounting information, concepts, processes, & reports and to use accounting skills needed in makingeffective business decisions. Financial reports have increasingly become invaluable tools for businesses. More than just asummary of statistics, financial statements serve as an instrument to analyze business operations based on their financialperformance.

Duration: 2 DaysTarget Audience: Business owners, executives, managers, supervisors, administrative personnel & other non-accounting

professionals with accounting & bookkeeping functions; Those who want to learn bookkeeping and accountingprocedures

BEHAVIOR EVENT INTERVIEWING(The Competency-Based Interviewing & Selection)Overview:Research into recruitment and selection methodology suggests that structured, competency based interviews can be one ofthe most reliable and accurate forms of assessment and you are 8 times more likely to hire superior performers usingcompetency-based selection than through traditional interview techniques. Behavior Event Interviewing (BEI) or commonlyknown as Competency or Behavior-Based Interviewing is the most advance interview technique used globally to select the“Right-Fit” candidates, as part of the Selection Process. Competency-based interviews are structured, with questions that relatedirectly to the essential criteria and competencies required for the position. Selection decisions are important decisionsmanagers, supervisors and hiring professionals have to make: subjective and intuitive decisions using the traditional interviewmethods can be counter-productive when hiring or promoting employees. This one and a half-day intensive workshop isdesigned for selection professionals, managers and supervisors who have a current or potential role in selection and/orpromotion decisions in their organizations and want to use an effective method in determining & selecting potential highperformers & reduce the cost of bad hire.

Duration: 1.5 DaysTarget Audience: Human Resource professionals particularly those involved in recruitment and selection; Inexperienced

interviewers as well as managers and supervisors in any functional areas who have current or potential role inselection and/or promotion decisions; Anyone involved in employee selection

THE POWERFUL MANAGEMENT TOOLBOXOverview:Expand your management toolbox and develop the crucial management skills to help fully manage your people and processes tohigher performance and productivity! When management fails, it can be painful to businesses and people with opportunities lostat unimaginable levels. Management is tough and managers desperately want a manual to get it right. Unfortunately, there isn'ta single manual and perhaps there never will be. To be an effective manager, you must have an array of skills or tools that areparticularly well-suited to times of change and challenges. Because the skill set is so wide, it's tempting to build skills in the areasof management that you're already comfortable with. But, for sustainable success, it's wise to analyze your skills in all areas ofmanagement and then to challenge yourself to improve in all of these areas. This program allows you to explore acomprehensive skill set for management success. You will be exposed to 15 of the most crucial management skillscomplementing each other as you manage both your people and functional processes. The goal is to identify and develop theseskills so that you can help your organization accomplish its objectives efficiently and effectively.

Duration: 2 DaysTarget Audience: Managers and supervisors in any functional areas; Anyone who is interested in enhancing his/her managerial

efficiency and effectiveness; As a step-up course, this is highly recommended to those who have previouslyattended the Transition to Management program

EFFECTIVE MENTORING PROGRAMOverview:Mentoring programs provide employees the opportunity to learn from experts to develop and grow into who they want tobecome. Formal mentoring in organizations demonstrates a commitment to the employees, their professional development,and their success in the organization. Mentoring programs benefit the organizations by supporting succession planning,knowledge management, and leadership development efforts, as well as by building strong business partnerships throughoutthe company. This two-day course will give you the opportunity to explore the entire process of creating a mentoring programand practice the skills necessary to mentor successfully. Delegates will examine the skills, behaviors, and tools essential tobecome an effective mentor. Through a series of discussions, interactive exercises, case studies, and role plays, this course willcover the essentials of mentoring and how to avoid typical problems mentors and mentoring schemes face.

Duration: 2 DaysTarget Audience: First-time and even experienced mentors; Anyone with the responsibility to design & implement a mentoring

program within the organization

DELIVERING CUSTOMER SERVICE EXCELLENCEOverview:Uncover the secrets of outstanding customer service and discover how to make every client connection a positive one! Take thefirst step toward becoming a more customer service-centered professional! Today’s customer service professionals are a far cryfrom yesterday's stereotypical order takers. As customers look to front office personnel for guidance, your staff must be ready tocapitalize on every opportunity to help them make choices about services that will create mutual benefit for them and your firm.The people within your organization play a crucial role in building a relationship that ensures customer loyalty, critical to yourcompany's success and long-term viability. This workshop will help participants who are in the front line staff position, especiallythose dealing directly with customers, to contribute to the creation, delivery and continuation of a level of excellence incustomer service. Participants will learn the right attitude that will provide benefits to themselves, their companies andcustomers resulting in a level of service that not only satisfies the customers, but keeps them coming back. It providesmethodologies that will increase the staff's effectiveness in properly dealing with customers. It is skill-based, culture-orientedand practice driven, helping them develop, maintain, and expand their business by maintaining present client base whilesatisfying the needs of new customers they deal with.

Duration: 1 DayTarget Audience: All employees especially those involved in sales and those who provide services directly to customers; This is also

applicable for employees who supply products or services to internal customers or those who in one way oranother interact with other departments within the organization.

COACHING FOR OPTIMAL PERFORMANCEOverview:As a manager or supervisor, have you stumbled across employee concerns such as employee transitions, slack orunsatisfactory performance, poor work habits (absenteeism, tardiness, etc.), disruptive behaviors, etc.? During these times,haven’t you ever wished you have an arsenal of tools and techniques so you can effectively address these employee issues? Animportant part of a manager's role is to ensure that his/her staff constantly improve, develop, and sustain performance,enabling them to take on new tasks, roles and responsibilities. Coaching is a leadership skill and a potent management toolthat one needs to learn in order to carry out this role effectively. This is a must skill and many organizations have crumbledbecause their leaders failed to guide and assist their people in initiating growth and development to cope with the ever-changing business environment. This program is designed to help you develop coaching skills necessary to effectivelymanage employee growth and development making them real “assets” of the organization. A leader with excellent coachingskills can create a motivational environment, bringing out the best in their employees, and helping them solve personal orwork-related problems that affect work performance. This program will provide you the tools you need to coach both topperforming employees, as well as employees who have significant room for improvement.

Duration: 2 DaysTarget Audience: Managers & Supervisors in any functional areas & levels; Candidates for any leadership positions; Business

leaders who are expected to appraise employees & create development plans; Anyone in a position of authoritywho must get results through others

BUILDING INTERPERSONAL COMMUNICATION SKILLSOverview:Having good interpersonal skills is no doubt a standout asset. Individuals with excellent interpersonal skills rise to the top – intheir careers, in their organizations and in life. The good news is – interpersonal skills can be learned. Many top professionalswho appear to be born “people person” appearing comfortable and confident in any situation have developed this skill toconnect so powerfully with others through various development trainings. The ability to build effective professionalrelationships, to strike up instant rapport, to communicate with tact, and to make a memorable impression are nothing morethan a collection of techniques that anyone can learn and cultivate. This program is designed to help you craft powerfulinterpersonal skills that are crucial in your professional or personal success. You will gain insights on how to improve and developessential interpersonal skills that would make your relationships and dealings with people at work run at top speed.

Duration: 1 DayTarget Audience: Professionals at all levels of the corporate ladder; those who want to maximize their positive impact on others

through effective interpersonal skills.

EFFECTIVE FACILITATION SKILLSOverview:It’s time to move away from being just a deliverer of knowledge in a passive environment, to one where all learners are activelyengaged in the construction of their own knowledge and skills. Step-up and become an effective facilitator of learning! The movefrom instructor, trainer, teacher, subject matter specialist and mentor to facilitator is a challenging one for many professionalswhose career success has been based upon their knowledge and demonstration of expertise. Facilitation requires stepping awayfrom the traditional role of ‘expert’ and instead becoming expert in ‘the art of not knowing’. Facilitators doesn’t need to have theanswers to supply to the people they work with. They are not responsible for providing solutions, fixing problems or generatingideas. However, they are responsible for using their facilitation expertise to create an environment and conditions in which thosethey work with can achieve these things for themselves. This is the difference between saying, “This is the decision that youshould make...” and “You must make your own decision but I will help you to understand and improve your decision-makingprocess.” This program will teach participants essential facilitation skills and techniques to become an effective facilitator whocan empower a group of learners to capitalize upon their own latent capabilities and knowledge in the search for optimumsolutions and consensus. Discover how facilitation differs from presentation and learn various techniques to make the learningexperience more engaging, meaningful, and impactful.

Duration: 2 DaysTarget Audience: Facilitators, trainers, human resource professionals; Managers & supervisors in any functional areas;

Professionals who wish to develop effective facilitation skills

MEASURING TRAINING EFFECTIVENESS & ROIOverview:If you deliver training for your team or your organization, then you probably know how important it is to measure itseffectiveness. After all, you don't want to spend resources on training that doesn't provide a good and justifiable return.Implementing some form of measurement process is as important for managing training programs and investment, as it is forany other project requiring significant financial investment by a business. Training programs consume resources and could have acritical impact in maximizing the return on investment of other programs or products as well as generally improving theproductivity of the workforce. If ROI is to be successfully managed and measured, it is important that the process be includedearly in the planning cycle for the training programs. This program is designed to provide a background in measuring trainingeffectiveness and a simple approach to predicting or calculating the ROI from training programs in financial terms. It providessome tools on which you can start to build simple predictors or measurement tools so you could determine whether yourtraining programs are indeed creating more value to the business.

Duration: 1.5 DaysTarget Audience: Training Officers, Specialists, & Staff; Human Resource professionals; Managers, supervisors, and officers with

training functions; Anyone who can benefit from measuring training effectiveness & ROI

MANAGING DIFFICULT EMPLOYEESOverview:Regardless of the latest technological breakthroughs, people will remain the backbone and lifeblood of any organization. Unlikecomputers and other office machines, people have the initiative, creativity and drive to implement plans and innovations thatmake for a company that’s unique, vibrant and progressive. One of the most important roles a manager/supervisor has is to helpemployees channel these characteristics into achieving success. But it is a fact of business life that some individuals are simplymore difficult to deal with than others. Difficult subordinates are a pain in the neck. They can be identified as the whiners, thecomplainers, the rule breakers, the excuse makers, the backbiters, and all other names they go. They have their idiosyncrasiesthat could affect the smooth workflow at the workplace. They also lead to increased stress levels and put the brakes on officeproductivity. While dealing with difficult people isn’t easy, it is definitely worth the effort. This program shows you the secrets togetting employees to pull their weight and produce the positive results you expect from them—and put an end to bad behaviorsand attitudes. It will assist you in finding solutions to some of the problems that difficult and non-performing employees presentat the workplace. It will provide you with tools to fairly, legally and confidently confront unacceptable behaviors in a way thatbenefits you, your employees and your organization.

Duration: 2 DaysTarget Audience: Managers and Supervisors in any functional areas; Anyone who desires to improve productivity and

performance by dealing with unacceptable employee behaviors in the workplace

EXECUTIVE LEADERSHIP BY INFLUENCE(Moving People from Resistance to Compliance to Commitment)Overview:How can you influence others, and move them from resistance to compliance to commitment--especially in a time when youonly have limited organizational authority of so many leaders? In a world of complex, sprawling organizations, authority isn'twhat it used to be. Sure, you may be the boss, but your title isn't enough to get people to do what you ask. And your command isfurther diluted when you work in a team, collaborate across boundaries or rely on multiple partners and stakeholders. As aleader, you have the responsibility to deliver results through other people. However, it is not simply compliance but genuinecommitment from your people that accomplishes key goals. True commitment means you have succeeded in influencing them sothey'll endorse and truly support you or your task or plan. In today's turbulent business environment, when you're so oftenimplementing big change, cutting back on resources or dealing with tough challenges, you need all the commitment orengagement you can get. This program helps you understand and develop your ability to influence people both within andoutside your chain of command in order to gain support and overcome resistance. This program will explore ways to increaseyour impact on others by becoming a person of influence so people reach a place of genuine commitment. Learn myriad oftechniques to give you the power and ability to personally affect others' actions, decisions, opinions or thinking so you’ll be ableto accomplish tasks and achieve the much needed results.

Duration: 2 DaysTarget Audience: Executives, managers, supervisors, team leaders or those with leadership functions who want to increase their

impact on others and be more effective at accomplishing tasks and results; Individuals moving or considering amove from staff member roles to leadership roles; Professionals across all functional areas and levels who wantto increase and enhance their leadership toolkit.

MANAGING WORKPLACE STRESSOverview:Experts from all walks of life readily agree on one fact: The coming decade promises constant change, escalating challenges, andcumulative chaos! To many, that statement can be boiled down to one common buzzword that is too often taken for granted ...stress! In this difficult economy, many of us are finding it harder than ever to cope with stress in the workplace. Regardless ofoccupation, seniority, or salary level, we’re spending more and more of our work days feeling frazzled and out of control, insteadof alert and relaxed. Stress can be "one man’s meat and another man’s poison," "the spice of life or the kiss of death." Thisunique experience will prove instrumental in comprehending such seemingly paradoxical observations. The critical differencebetween positive and negative stress lies in the way we perceive and deal with each potentially stressful situation: the way wecope! Stress management is, simply, effective coping—and it’s a learned process. Stress management requires commitment butthe benefits will prove immeasurable! This stress management program provides a practical presentation of time-testedtechniques to reduce both our perception of stress and its harmful consequences.

Duration: 1 DayTarget Audience: Anyone who would like to better manage stress, reduce its negative impact and be more proactive in dealing

with stress

EFFECTIVE COMPLAINT MANAGEMENTOverview:Customer loyalty can be elusive, but it is imperative to running a successful business. In today's hyper-digital world, there aremyriad online forums that welcome venting and complaining. With the click of a button, an unhappy client could send yourcompany or its sales into a tailspin. Don't underestimate the power of a disgruntled customer. They can wreak havoc in yourorganization because [complaints] upset everybody and with social media now, they can get the word out quickly. This coursewill cover a wide range of interlinked points on how to develop a customer complaint management strategy. Participants will beexposed to practical scenarios and explore various techniques in handling customer complaints. Part of the course work is todevelop a common customer retention strategy. The retention strategy plan will include specific action steps they can implementto help ensure that lessons learned are immediately actioned and practiced upon completion of the course.

Duration: 1 DayTarget Audience: All employees & professionals especially those who provide services directly to customers

FUNDAMENTALS OF PROFESSIONAL SELLINGOverview:The mammoth pressure facing salespeople in today’s tough economy is challenging the profession to be even more competitive.No matter how great your product or service is, or how talented a salesperson you are, you will not be able to close the deal ifyou cannot tell your clients how they will benefit from whatever it is that you’re selling. Problem is - many sales professionalsdon’t have a solid foundation and understanding of the fundamentals of selling. Some would even raise this question, “Arepeople born natural sales people or can the skills of selling be learned”? The good news is – no matter what your background,experience or education is, learning the art of selling and mastering it can be acquired with the right approach and technique.This interactive two-day introduction to the art of selling will equip you with the tools and techniques you need to achieve salessuccess and improve your performance. Go through the entire sales process and discover the most effective sales methodstoday. You’ll leave this professional sales training workshop better equipped to develop sales approaches that meet your clientsreal needs…create a specific sales plan to achieve your sales goals…influence the right buyers and close the sale with ease.

Duration: 2 DaysTarget Audience: Those who are new to a sales role, sales people who need a refresher and need to get "back to basics" and

refocus; Sales people and account managers who are seeking to protect and increase sales revenues throughthe proactive use of selling techniques; Anyone who wishes to develop fundamental skills in selling.

BREAKTHROUGH LEADERSHIPOverview:A five-year study of highly successful companies found that 10 out of 11 great CEOs came from inside the company. They werenot outsiders hired in to ‘save' the company. This makes a compelling case for leaders to invest in the right people and foremployees to invest in the right company. But how? Too many companies settle for just being good, when with a few changes,they could become great. To become great, leaders must change what they do and not just put more effort into the things theyare already doing. This advance leadership course provides a new insight into how leaders must think and act in order to help theorganization make a sustainable leap from being good to being great. You will learn lessons on eggs, flywheels, hedgehogs, andother essentials of business from decades of research that can help you transform your company into a haven of continuousprogress. Explore what goes into a company's transformation from mediocre to excellent and be the leader that you ought tobe! Be ready to uncover timeless leadership principles on how the good-to-great companies like Abbott, Circuit City, FannieMae, Gillette, Kimberly-Clark, Kroger, Nucor, Philip Morris, Pitney Bowes, Walgreens, and Wells Fargo produced sustained greatresults and achieved enduring greatness, evolving into companies that were indeed ‘Built to Last'.

Duration: 2 DaysTarget Audience: Executives, managers, supervisors, team leaders, or anyone with leadership functions who are expected to meet

critical goals and initiate positive transformations & improvements in their organization.; Professionals acrossall functional areas and levels who want to increase and enhance their leadership toolkit; Individuals moving orconsidering a move from staff member roles to management or leadership roles

DEVELOPING FRONTLINE MANAGEMENT SKILLSOverview:A retail manager responsible for more than P60 million in annual revenue; A production line supervisor of a multinationalcompany who oversees a yearly production volume worth more than P83.5 million; A banking manager who deals with upwardof seven million questions from customers a year. These aren't executives at a corporate headquarters; they are the hidden--yetcrucial—frontline managers of operative employees. The role of the frontline manager is irrefutably one of the most importantroles in any organization or business. Monitoring & implementing the day-to-day line activities, gaining the commitment of staff,meeting the needs of customers & senior managers all at the same time is pivotal if the organization or business is to achievesuccess. Getting the best out of staff and producing the required results, often in circumstances where time and resources arelimited, is a daunting task for all frontline managers most especially if there is no sufficient training for them to handle theseresponsibilities. This program is designed to provide frontline managers the necessary know-how and skills to help them carryout their day to day job successfully. It helps them plan their work and organize both people and processes to achieve maximumperformance. It explores ways to give top-level individual performance whilst supervising others to work as a high performanceteam. In increasingly competitive and fast changing times frontline managers have a major responsibility to ensure that teamsdeliver quality services and products. The purpose of this powerful and highly-interactive program is to develop management &supervisory competencies and an effective framework for their continuous development.

Duration: 2 DaysTarget Audience: All Frontline Managers (both new & experienced) - this includes managers directly handling the day-to-day

operation of a business unit or functional area, supervisors, line managers, team leaders, and all those who areexpected to manage, supervise or direct processes & staff.

BUSINESS ETIQUETTE & WORKPLACE PROTOCOLSOverview:In today's competitive business world, knowing a lot about one's area of expertise is not always enough. The ability to get alongwith others, make others feel comfortable, demonstrate good manners, and do the "right" thing is increasingly important. Yourdeportment and etiquette are beyond just actions…they reflect your attitude which provides anyone you deal with a picture ofyour confidence, your position in business and personal life, the corporate culture of your organization, your ability to makedelightful business relationships and a lot more. Without these skills, businesses can be lost, clients go down the drain, andcareers can be ruined. This program is designed to acquaint participants about the different business rules and conventions.Professionals nowadays have developed a more relaxed business style but this casual attitude is not appropriate in all settings,and it has also contributed to a general neglect of very important standards relating to manners and etiquette. It may be a cliché,but it is still true that you only get one chance to make a good impression. This workshop will help you create and leave goodimpressions in every situation that affects you and your business – giving you a distinct brand of professionalism and businessintegrity.

Duration: 1 DayTarget Audience: Employees at all levels who wish to enhance their professional impact on others; Young and experienced

executives with aspirations for advancement; Anyone wishing to improve their professional image

EFFECTIVE MEETING MANAGEMENTOverview:Studies show that managers and others spend 33% to 50% of their time in meetings, 4 out of 5 managers evaluate each otherbased on how they participate in meetings, and 87% judge leadership ability based on how a person runs meetings - yet manypeople regard them as too long, frustrating, and a waste of time. A lot of valuable time can be lost, and a lot of frustration can begenerated as a result of inadequately organized or poorly conducted meetings. Occasionally, there may also be a need torespond to difficult behavior by meeting participants. Managing meetings requires a combination of process and people relatedskills that must be mastered by any meeting participant. This program shows how careful preparation and effectivecommunication and facilitating skills can steer a meeting to a successful conclusion, saving considerable time. You will learn whatto do before, during and after meetings in order to accomplish more results instead of scheduling more meetings. You will learnhow to plan meeting agendas, how to facilitate meetings to engage everyone, control disruptive behaviors to get meeting resultsand end successfully on time. Using a combination of exercises, observation, discussion and presentation, a range of issues thatcan lead to poor meetings will be examined, and strategies for running an efficient and effective meeting will be explored.

Duration: ½ Day (4 hours)Target Audience: Anyone involved in organizing, chairing or participating in any form of meetings; Professionals in all functional

areas and levels who wish to maximize the results of a meeting

LEADING CHANGEOverview:We live in a world where "business as usual" is change. New initiatives, project-based working, technology improvements,staying ahead of the competition – these things come together to drive ongoing changes to the way we work. Whether you'reconsidering a small change to one or two processes, or a system wide change to an organization, it's common to feel uneasy andintimidated by the scale of the challenge. Whether we like it or not, the competitiveness and even the survival of organizationstoday are increasingly dependent upon the ability to determine the need for and successfully implement change. With today’sglobal business transformations at record-breaking levels, it is imperative for business leaders to stay on top of things. Yet all toooften many executives fail in their attempt to bring about needed change in their organizations. Apparently, most businessleaders lack the know-how & skills to lead change as well as the ability to make change plans and implement it effectively. Thissession will help business leaders manage change at the optimum. It provides thorough insights on how to approach the difficultyet crucial work of leading change in any type of organization. Participants will learn how to work with key stakeholders in waysthat build support and ensure positive outcomes. Seize this opportunity to stay competitive and gain critical know-how to meetthe challenges of transitions in the workplace.

Duration: 2 DaysTarget Audience: Executives, Business leaders, CEO, COO, Managers & Supervisors in any functional areas; Human Resource

Professionals; Anyone in the organization with the responsibility to plan and implement change initiatives

DEVELOPING CRITICAL THINKING SKILLSOverview:Nobody is an absolute beginner when it comes to critical thinking. Everyone thinks; it is our nature to do so. But much of ourthinking, left to itself, is biased, distorted, partial, uninformed or down-right prejudiced. Yet the quality of our life and that ofwhat we produce, make, or build depends precisely on the quality of our thought. Shoddy thinking is costly, both in money and inquality of life. Excellence in thought, however, must be systematically cultivated. Success in all disciplines and professionsrequires solid critical thinking skills. The corporate world demands increasingly sophisticated levels of critical analysis at anytiers. You can’t do business unless the people who work for you or you work with — from senior executives to front-lineemployees — can use sound judgment in solving problems and making decisions. With the way work settings change rapidly andemployees move into new roles often with limited direction, they can no longer rely on others at all times to make decisions.They often must make them on their own, quickly and good. Yet most organizations do little to help their people develop thefoundation for these skills: the ability to think critically. This program will give you the opportunity to better understand whatcritical thinking is and develop the essentials skill necessary to correctly understand information, situations, or problems fromdifferent perspectives so you could take the best possible action in the face of any business challenge.

Duration: 2 DaysTarget Audience: All professionals who want to enhance their thinking processes to achieve better results

Reminders: Complete your registration early or in groups of 3 or more and avail of huge discounts. Public learning events are subject to change without prior notice. Other programs might be added

or omitted from the calendar. Contact us regularly for possible changes. Public learning events are also available for in-house bookings.

Contact us for the complete program details and registration guidelines.

Tel : (032) 254-3458Tel/Fax : (032) 412-4292Mobile : 09232282517EmailMetro Cebu : events.ceb@targetops.bizMetro Manila : events.ncr@targetops.bizMetro Davao : events.dvo@targetops.bizWeb : www.targetops.bizFacebook : http://www.facebook.com/TARGET.OPSI