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www.centralengland.dalecarnegie.co.uk
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Dale Carnegie Course
Leadership Training for Managers
High Impact Presenta&ons
Winning with Rela&onship Selling
World Class Customer Service
Execu&ve Image
High Performance Teams
Leadership Advantage
Execu&ve Development
www.centralengland.dalecarnegie.co.uk
Copyright © 2016 Dale Carnegie Central England Ed Carter & Associates Ltd Park Lodge, Pertenhall Road Stonely, St Neots Cambs PE19 5EF All rights reserved Printed in the U.K.
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���� 01480 861247 ���� www.centralengland.dalecarnegie.co.uk
When you contact Dale Carnegie, we will start with an in-depth assessment and consultancy process. This ensures that
we have a clear understanding of your unique needs and allows us to work with you in developing a set of clear,
quanPfiable and achievable objecPves. This iniPal consultancy is complimentary so that you can get a good picture of
how Dale Carnegie works, the results we can deliver and which of our many and varied training soluPons will be the
most effecPve for you.
Dale Carnegie has been delivering world-class, award-
winning training soluPons to companies across the globe for
more than one hundred years. CommiTed to delivering
measurable results to all of our clients, we firmly believe that
a company's success depends upon the quality, moPvaPon
and skills of its people – from boardroom level to on-the-
ground staff.
Because we and all our trainers at Dale Carnegie are highly
experienced in working with all levels and types of company –
from Blue Chip internaPonals to SMEs, and from niche
privately owned companies to huge, far-reaching public
sector organisaPons – we have developed a wide range of
training programmes and soluPons that can be tailored to
address each client's specific needs. We can assist you with
everything from improving your managers' skills and
producPvity, to training a whole department within your
company, to achieving a culture-change across the enPre
organisaPon.
Once the training programme is complete, we will work with you to assess the results around your original set of
objecPves. By doing so you will be able to see exactly the level of improvement we have delivered, and also highlight
any other areas of your business which might benefit from working with us.
Each individual who parPcipates in our training programmes will return to work with a personal acPon plan, directly
tailored to their own objecPves. There will also be a support team on-hand to help with any quesPons or address any
problems that might arise between training sessions.
A Bit About Dale Carnegie® D
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4
Assessment and Consultancy
Support
Proven Results
Solu&ons
Once we have assessed your needs, your consultant will recommend to you the best soluPon based on the outcome you
wish to achieve. We offer everything from one-day, open learning seminars through modular training programmes to
tailored, in-house soluPons. Our flexibility means that we can provide training that is perfectly suited to your business,
whatever its size and industry.
♦ We have over 100 years experience in helping
people achieve their potenPal
♦ We work with the biggest and best organisaPons in
the world - including over 400 of the Fortune 500
corporaPons
♦ Approximately 50% of our business is with SMEs
♦ Meaning we bring you knowledge and best
pracPce from the biggest and best in the world,
covering almost every market sector
An investment in a Dale Carnegie
programme produces results.
♦ Results for the individual
♦ Results for the team
♦ Results in terms of cost savings and
increased profitability
What makes us different...
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5
♦ We have over 3,000 carefully selected professional
trainers
♦ Each undergo a minimum of 350 hours of training
before delivering our programmes
♦ Each trainer has a separate licence, assessed
annually
♦ We are passionate about measuring the impact of
your investment
♦ Meaning you’re able to see a noPceable,
measurable and tangible return on your investment
‘We all learned an enormous amount on the Dale Carnegie programme - communications and team working have significantly improved, and a whole host of creative ideas have come out, which have really helped Neways reduce costs. As an example, we currently outsource our marketing. After the Dale Carnegie programme, we decided to develop these skills within our own people and now hope to do our design and illustrating in-house. That will save us at least £80,000 a year and, as importantly, increase the skill set of our team.’
- Personnel Manager, Neways InternaPonal
‘By implementing one of the ideas from the programme over 200 cost saving ideas were generated in one single meeting of the management team. So far, we are in the process of implementing five of these projects, with a potential cost saving of around £98,000 to date.’
- ProducPon Director, Newnorth Print Ltd
‘As a result of a Dale Carnegie programme, I was inspired to kick-start a project to improve a process which typically takes 2 hours or so to do. The result has been that we are able to reduce it to around 20 minutes or so, providing a better service to our clients, and potential profit generation well in excess of £100,000.’
- Managing Director, The Care Agency
‘We took up one of the ideas from a Dale Carnegie programme, sat down with the team and really worked out what wasn’t working, and importantly how we were going to fix it - providing us with an estimated cost saving of around £24,000 a year. Equally important is that we have a stronger relationship with the customer and better team working, and communication internally.’
- Technical Director, Charpak
B42 F�6’2 H4 2 2�I� �4� ���F :�� �2...
You rely on your employees to make your
company a success; they deliver your customer
service, determine your market share and build
your corporate idenPty. Whether they do this
well or badly depends on your ability to get the
most from your people. Dale Carnegie’s
programme, Effec&ve Communica&ons and
Human Rela&ons, will teach you to strengthen
your interpersonal relaPons, manage office
stress, and understand your people to
maximise their producPvity for your business.
A successful business gets
the most from its human assets
Through this programme, you will learn to:
‘Dale Carnegie helped me to focus on what was truly needed within my organisation and what my staff truly wanted. I feel more empowered and subsequently so do my staff. Ultimately productivity is on the increase and so are the profits.’
- Sales Manager, Mortgage Choice Ltd
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• Develop a greater belief in yourself and your abiliPes.
• Become willing to express your opinions and ideas.
• Communicate more asserPvely.
• Become more decisive in pressured situaPons.
• Maintain a posiPve a_tude, appearance and demeanour.
Improve your Confidence
• Speak more effecPvely to groups, individuals and in meePngs.
• Become more clear and concise in your communicaPons.
• Communicate with greater confidence and convicPon.
• Sell your ideas with greater enthusiasm and persuasiveness.
• Become a beTer listener; more aTenPve and aTuned.
Improve your Communica&ve Abili&es
• Demonstrate a genuine interest in others to encourage ideas.
• Learn to look for and express posiPves towards others.
• Disagree in an agreeable way.
• Remember people’s names.
• Improve your image and be seen as friendly and cooperaPve.
Improve your People Skills and Human Rela&ons
• MoPvate and inspire people – learn to lead rather than drive.
• Be enthusiasPc, open and approachable.
• Demonstrate flexibility and adaptability.
• Learn to culPvate willing cooperaPon in others.
• EffecPvely conduct problem-solving meePngs.
Improve your Leadership Skills
• Manage excessive stress and tension.
• Exhibit willingness to take on more challenges and risks.
• Learn to establish a more balanced life.
• Display more flexibility and less rigidity.
• Make life more interesPng and saPsfying.
Improve your ANtude to Work
62% of Dale Carnegie Graduates are more likely
to be engaged than the average employee.
6
Dura&on: three full days at fortnightly intervals
‘Since first participating in Dale Carnegie Training, we’ve taken on more than 480 new accounts. We’ve written more new business than ever and have had our richest year ever. Our staff retention is fantastic. People come and stay; they don’t want to move on. I think a large portion of that can be attributed to Dale Carnegie Training.’
- Sales Manager, Hugh Symons
Session by Session - at a glance:
To enrol yourself or one of your Senior Management team on
this course please contact us at [email protected]
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Build a Founda&on for Success
♦ Learn methods to connect with others.
♦ Familiarise ourselves with the Five Drivers of Success.
♦ Expand our capacity to achieve our vision by commi_ng to
breakthroughs.
Recall and Use Names
♦ Focus on people as individuals.
♦ Create posiPve first impressions.
♦ Use methods for remembering names.
Build on Memory Skills & Enhance Rela&onships
♦ Apply a process for memory improvement.
♦ Become familiar with principles for improving human
relaPons.
♦ IdenPfy opportuniPes for improving business relaPonships.
Be More Persuasive
♦ Communicate in a way that moves people to acPon.
♦ Learn a method to communicate clearly and concisely.
♦ Use our experiences to communicate more confidently.
D�S O6�
Mo&vate Others and Enhance Rela&onships
♦ Become more sincere and genuine in business interacPons.
♦ Discover how relaPonships help us advance toward our goals.
♦ See how consistent applicaPon of the Human RelaPons
Principles improves results.
Make Our Ideas Clear
♦ Demonstrate clarity when giving direcPons.
♦ Learn to present informaPon in a logical sequence.
♦ Reinforce the value of demonstraPons when explaining
informaPon.
Put Stress in Perspec&ve
♦ Recognise the impact negaPve stress has on our results and
effecPveness.
♦ Commit to using concepts and principles to beTer handle
stress.
♦ Discover more effecPve ways for business professionals to
prepare for and address challenges.
Energise Our Communica&ons
♦ Become more natural when communicaPng with others.
♦ Become more animated to energise and engage others.
♦ Recognise that including acPon in our communicaPons
releases nervous energy.
D�S T��
Realise the Power of Enthusiasm
♦ Realise that we are responsible for our a_tudes.
♦ Use posiPve ‘self-talks’ to increase our confidence.
♦ Discover the benefits of being proacPve.
Disagree Agreeably
♦ Communicate our ideas effecPvely even when we disagree.
♦ Strengthen our personal opinions with evidence.
♦ Demonstrate a process to organise our thoughts in
impromptu situaPons.
Manage Our Stress
♦ Increase our ability to control stress and worry.
♦ Learn from others how to confront our fears.
♦ Recognise that we can triumph over adversity.
Build Others Through Recogni&on
♦ Concentrate on the strengths in others.
♦ Develop skills in giving and receiving posiPve feedback.
♦ Discover the value of sincere appreciaPon.
Celebrate Achievements
♦ Recognise breakthroughs resulPng from this programme.
♦ Inspire and moPvate others by communicaPng our visions.
♦ Commit to conPnuous improvement.
D�S TT���
7
A successful company depends upon
mo&vated, resourceful and effec&ve leaders
On this programme, you will learn to:
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• Develop an effecPve planning process.
• Set realisPc and target-oriented goals.
• Understand the manager's role through the Five FuncPons of
Management.
• EffecPve Pme-management to increase capacity for planning.
Plan for Profitable Ac&on and Desired Results
• Define clear performance standards for the manager and their
staff.
• Learn to encourage accountability.
• Establish where accountability starts and stops.
• PrioriPse efforts through effecPve Pme-management.
Organise to be Effec&ve and Get the Job Done
• Delegate more effecPvely.
• Evaluate and appraise staff objecPvely.
• Empower staff.
• MoPvate staff to develop commitment rather than
compliance.
Lead More Effec&vely
• Tap into the team's creaPve potenPal.
• Manage instead of doing (reducing fire-fighPng and rouPne
workload).
• Learn to communicate with a diverse range of people.
• Involve others in the decision-making process.
Coordinate for Results
• Develop a culture of creaPvity and conPnuous improvement.
• Analyse problems and develop an effecPve decision-making
process.
• Help staff to achieve superior team performance.
• Develop methods and measurements to provide accurate
feedback.
Develop Individual/Team Produc&vity and Quality
Our programme, Leadership Training for
Managers, is based around the Pme-tested,
proven and very successful Five FuncPons of
Management. By addressing both the principles
behind effecPve leadership and the everyday
situaPons managers encounter, we can teach
your managers to build cooperaPon and trust,
boost creaPvity, moPvaPon and teamwork and
how to budget their Pme, money and people
more effecPvely.
63% of Dale Carnegie Graduates feel more
empowered in the workplace than the average
employee.
8
‘Dale Carnegie has helped me to guide the business to a position where it is recognised as one of the best UK regional law firms. We have grown rapidly over the last five years, from £4m to over £10m and in the process significantly strengthened the service that we provide as well as the quality of our client base.’
- CEO and Partner , Boyes Turner
D�S O6�
Develop Personal Leadership
♦ Understand leadership and management and the related Drivers for
Success.
♦ IdenPfy leadership experiences and values.
♦ Conduct an ‘Innerview’ to open the lines of communicaPon and build
trust.
Achieve Organisa&onal Results
♦ Set Pme uPlisaPon goals.
♦ Chart organisaPonal results and key relaPonships.
♦ Create a personal leadership vision.
Understand the Innova&on Process
♦ Become proacPve instead of reacPve in change management.
♦ Recognise and encourage idea fluency.
♦ Facilitate an InnovaPon Process for problem solving and conPnuous
improvement.
♦ Create a safe environment for the exchange and flow of ideas.
Demonstrate the Planning Process
♦ Describe a vision in clear, specific, compelling terms.
♦ IdenPfy the steps necessary to transform the vision into acPon.
♦ Implement a plan with clearly defined communicaPon goals.
D�S T��
Define the Performance Process
♦ Create a picture of what your job looks like when it is being done well.
♦ Write a document that defines performance expectaPons.
♦ IdenPfy key skills, knowledge, and abiliPes essenPal to job
performance.
♦ Translate business objecPves into daily acPviPes with measurable
results.
Appraisal Systems and the Coaching Process
♦ Conduct ‘RAVE’ performance reviews.
♦ Describe the Cycle of Growth and Change and how it relates to
training.
♦ Apply the steps of the Coaching Process to improve performance in
others.
Problem Analysis and Decision Making
♦ Use defined processes to solve challenging problems.
♦ Apply decision-making techniques to reach more sound decisions.
♦ Apply principles of controlling stress and worry in making decisions
and solving problems.
Communicate to Lead
♦ Create opportuniPes for feedback to close the communicaPon loop.
♦ Demonstrate effecPve quesPoning and listening skills that strengthen
relaPonships
♦ Apply Human RelaPons Principles to maximise understanding.
Implement the Delega&on Process
♦ Delegate tasks and responsibiliPes to develop and train others.
♦ Plan and prepare for a delegaPon meePng.
♦ Communicate clear performance standards for follow-up and
accountability.
♦ Understand the Empowerment Cycle.
D�S TT���
Recognise Human Poten&al
♦ Examine work environments and idenPfy current moPvaPon levels.
♦ IdenPfy moPvaPon factors and tools to increase moPvaPon among
your associates.
♦ Apply Human RelaPons Principles to build effecPve relaPonships and
commitment levels.
Handle Mistakes
♦ EffecPvely handle mistakes using a human relaPon approach.
♦ Refer to the problem or situaPon in a professional way to more
consistently retain valuable people or team empowerment.
♦ Maintain control by managing RAME (Reasonable, Allowable Margin of
Error).
Lead More Effec&ve Mee&ngs
♦ Generate parPcipaPon in meePngs by applying Human RelaPons
Principles.
♦ Discover ways to build cooperaPon and posiPve results in meePngs.
♦ Consider guidelines for meePng effecPveness before, during and afer.
Celebrate Success
♦ Sell a change to your organisaPon as a result of the InnovaPon
Process.
♦ Demonstrate the ability to turn ideas into a plan of acPon.
Commit to Con&nuous Improvement
♦ Evaluate personal results of this training.
♦ Present evidence of achievements.
♦ Set measurable goals for future leadership development.
Session by Session - at a glance:
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‘Excellent ideas for improvement in self development and development of others with direct impact on company results. As better time management and role clarity have been achieved, better cost control measures and effective procedures are now in place, which have a positive effect on reducing costs and increasing profit. Value estimate to date: £20,000.’
- Finance Manager, Learning I.T
9
DuraPon: three full days once a fortnight
Make the spotlight work for you
You will increase your skills in these crucial areas:
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• Project a more professional image in important situaPons.
• Develop techniques to gain a posiPve reacPon from an audience.
• Highlight key points and issues.
• Enhance your persuasive abiliPes.
Presenta&on Technique
• Understand and exploit group dynamics.
• Understand others' percepPon of you.
• Use voice modulaPon, tempo and body language to maintain interest.
• Excite others to acPon.
• Project self-assurance.
Personal Presence
• Think on your feet.
• Give your opinion without causing resentment.
• Increase your personal charisma and excitement.
• Reduce inPmidaPon.
• Disagree without being disagreeable.
Freedom of Expression
• Develop clear and concise expression.
• Win the audience over.
• Break down complex material for a wider audience.
• Illustrate and clarify your important points.
• Organise the structure and flow of a presentaPon.
Clarity of Expression
• Learn the strategy behind presenPng soluPons.
• Handle and defuse challenging quesPons.
• Ask for acPon or a decision.
• Respond confidently and succinctly under pressure.
• Maintain control while dealing with antagonists.
Sell Ideas
• Develop greater belief in yourself and your abiliPes.
• Take control in pressured situaPons.
Confidence and Poise
78% of Dale Carnegie Graduates say they feel
more confident at work compared to 38% of
average employees.
Whether you are presenPng to the
board, disPlling technical informaPon or
pitching for business, your presentaPon
skills can make the difference between
resounding success and catastrophic
failure.
Dale Carnegie's programme, High Impact
PresentaPons is ideal for individuals in
possession of the basic skills who want to
take that extra step and increase their
authority, their clarity or their disPncPon
over the compePPon. The experience in
this presentaPons skills training is as
close as you can get to having a personal,
public speaking coach. Using video
techniques, each presentaPon is
recorded, then reviewed privately with
an expert trainer, who will give each
parPcipant one-on-one coaching in order
to guarantee the maximum benefit.
‘The programme has enabled managers to present in an inspirational way
and also to deal with challenging situations, for example, handling
difficult questions. We have absolutely every confidence in recommending
Dale Carnegie.’
- HR Manager, CSL Sofas (now Sofology)
10
Dura&on: two consecuPve full days To enrol yourself or one of your Senior Management team on
this course please contact us at [email protected]
Dale Carnegie® Central England � Email: [email protected]
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Dura&on: two full consecuPve days
Session by Session - at a glance:
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Create a Posi&ve First Impression
♦ Establish a posiPve first impression.
♦ Communicate with enhanced credibility.
♦ IdenPfy personal objecPves for the training.
♦ Develop a rapport with the audience.
♦ Project professionalism and competency.
Increase Credibility
♦ Communicate with enhanced credibility.
♦ Present a posiPve image of your organisaPon.
♦ Project enthusiasm.
♦ Communicate competency with confidence.
♦ Reinforce an informaPve message with
supporPve evidence.
Present Complex Informa&on
♦ Develop flexibility in making complex material simple and
understandable.
♦ Communicate informaPon in an interesPng manner.
♦ Relate to the audience at their level.
♦ Follow a logical progression of ideas.
♦ Develop emoPonal contact.
D�S O6�
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Communicate with Greater Impact
♦ Develop increased flexibility through the use of expressions,
gestures and voice modulaPon.
♦ Demonstrate ownership of unfamiliar material.
♦ Present wriTen material in a capPvaPng manner.
♦ Improve your delivery of wriTen material.
♦ Overcome barriers that restrict your flexibility.
Mo&vate Others to Ac&on
♦ Present in a results-orientated way.
♦ Persuade an audience to take acPon.
♦ Offer reliable, verifiable evidence.
♦ Be moPvaPonal, clear and concise.
♦ Communicate in a convincing manner.
Respond to Pressure Situa&ons
♦ Maintain professional composure under pressure.
♦ Communicate clear, concise, posiPve messages.
♦ Sell strategic ideas, self and organisaPon.
♦ Communicate competence and confidence.
♦ Communicate leadership ability to handle stressful
situaPons.
Inspire People to Embrace Change
♦ Logically and emoPonally appeal to the audience.
♦ Use structure to gain the confidence of the audience.
♦ Be convincing.
♦ Provide evidence to support recommendaPons.
♦ Ask the audience to take acPon.
‘Following our company conference I felt I must thank you for the phenomenal impact your High Impact Presentations training had on all those presenting at the conference. Not only did individuals ooze confidence but it was obvious they had also taken on board your feedback on ‘emphasising the point’ and used their gestures to ‘dramatic effect’. So once again, thanks for designing a specific course for our company. It was intensive but very enjoyable and certainly had the desired effect.’
- Group Training Manager, Builder Merchant Company
11
We can teach you to:
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A proven selling process combined
with &meless human rela&onship skills
• Maintain a posiPve a_tude.
• Set clear goals.
• Follow a sales model centred on the customer.
• Use RelaPonship Selling techniques.
• Avoid techniques that deteriorate trust.
• Develop a referral network.
Demonstra&ng Rela&onship-Orientated Strategies
• Listen for understanding.
• Remember names.
• Foster an atmosphere of trust.
• Research potenPal customers in advance.
• Understand customer’s key issues.
• Be seen as credible by customers.
• Network effecPvely.
Gaining Access and Establishing Trust
• Uncover the customer’s wants and needs.
• Ask insighgul quesPons
• Offer creaPve soluPons to customers.
• Create win-win relaPonships.
• Describe how the customer benefits.
• Help customers achieve their goals.
• Exceed customers’ expectaPons.
• Create a sense of urgency.
• DifferenPate between customers’ buying perspecPves.
Construct Collabora&ve Solu&ons
• EffecPvely resolve hesitaPon.
• Gain commitment.
• Handle rejecPons appropriately.
• Willingly accept new challenges.
• NegoPate with confidence.
Eliminate Objec&ons
• Maintain posiPve relaPonships with customers.
• PracPse posiPve interpersonal skills.
• Build customer loyalty.
• Manage Pme appropriately.
• ConPnue an ongoing professional relaPonship with customers.
• Follow up to maintain customer loyalty.
Maintain Customer Rela&onships
In an increasingly complex selling
environment, successful sales professionals
use relaPonship-orientated selling approaches
to help their customers win.
Winning with Rela&onship Selling stands out
as the only sales programme that combines a
proven selling process with Pmeless human
relaPonship skills from the ground-breaking
Dale Carnegie bestseller, How to Win Friends
and Influence People.
70% of sales forces report a minimum 20%
increase in sales using the Dale Carnegie process.
‘By giving our people the skills, processes and confidence, they have won significant new major contracts which have been delivered with far less stress and greater customer satisfaction. We have exceeded this year’s sales target by 8% and achieved a 26% growth in sales over the previous year.’
- Managing Director, Fabric Architecture
Dale Carnegie Training®
has been recognised as a
2016 Top 20 Sales Training
Company by
12
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Dura&on: three full days at fortnightly intervals
Session by Session - at a glance:
D�S O6�
Sales Confidence
♦ Describe what makes your soluPon unique.
♦ Define goals that direct your acPons.
♦ Apply principles for achieving a winning and confident
a_tude.
♦ Create a weekly acPon plan that propels you to succeed.
Gain Access
♦ Choose the best prospecPng methods to fill your pipeline.
♦ Develop a Customer Profile that describes your ideal client.
♦ Apply techniques for building relaPonships to connect with
your customers.
♦ Demonstrate methods to ask for referrals with confidence.
Expand Your Network
♦ Apply principles for listening proacPvely.
♦ IdenPfy the best networking techniques to expand your
influence.
♦ Establish credibility and communicate your value.
♦ Evaluate online networking methods.
D�S T��
Discovery
♦ Develop powerful quesPons to get the informaPon you need.
♦ Create interest by describing what the customer can expect
from your soluPon.
♦ DifferenPate customers and what moPvates them.
♦ Use techniques to widen the buyer’s gap and create a sense
of urgency.
Communicate Value
♦ IdenPfy the true value of your soluPon.
♦ Apply techniques to express informaPon concisely.
♦ Use evidence to persuade the customer.
♦ Develop a plan to communicate your soluPon with impact.
D�S TT���
Handle Hesita&on
♦ What is NegoPable.
♦ Apply techniques for negoPaPng with confidence.
♦ IdenPfy points of agreement to lower resistance.
♦ Develop strategies for overcoming hesitaPons.
♦ Use methods to prevent objecPons before they arise.
Commit and Maintain the Rela&onship
♦ Demonstrate confidence to ask for the sale.
♦ Choose a method for gaining commitment that fits the
situaPon.
♦ Construct a plan for handling mistakes.
♦ Create a system to follow up and stay in touch with
customers.
Sales Skills Mastery
♦ Sales Skills Championship.
♦ Construct a comprehensive sales guide using the skills
covered in this course.
♦ Use a method to appraise and communicate strengths to
strengthen relaPonships.
♦ Apply techniques to build on the successes experienced in
this programme.
♦ Create a sense of urgency while building strong relaPonships.
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‘Over the last two years we grew 29% and 24%. This year we have a good opportunity to have another
year of strong growth. We could not have experienced this growth without Dale Carnegie Training.’
- President, HDR Engineering
13
We can teach you to:
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Increasing sales is the
simplest way to increase profitability
• Remember names.
• Understand the customer's buying process.
• Use general benefit statements to build credibility and lower
resistance.
Build Rapport
• QuesPon effecPvely to establish the customer's needs.
• Determine and understand dominant buying moPves.
• Help the customer to understand their own needs.
Engage with the Customer
• Develop unique soluPons to meet the customer's buying
criteria.
• Explain the benefits of your product or soluPon.
• Bring the soluPon to life for the customer.
Develop and Explain Solu&ons
• Build in the customer an emoPonal desire to buy.
• Make the customer feel good about buying.
• Get consistent referrals.
Mo&vate and get Commitment
• EffecPvely resolve objecPons.
• Detect, isolate and resolve hidden objecPons.
Handle Objec&ons
The key to your business's profitability is its
sales. The right sales team, the right
customers, the right prices, the right
relaPonships. Dale Carnegie's programme,
Sales Advantage, will teach your salespeople
the techniques they need to manage your
customer relaPonships, sell your products
effecPvely, resolve objecPons and stalemates,
and ulPmately to close more business for you.
Whether you are a new hire or have been on
the job for a while, Sales Advantage will turn
you into a sales leader because it develops
the whole you.
85% of Dale Carnegie Graduates have a
significantly higher degree of self-mo-va-on to
help their company move forward.
‘I have been on many sales training programmes during my 7 year career and never have I received such intense training! Since learning about building rapport, primary interests, buying motives, the use of facts and evidence and most importantly about not being scared to face objections; I have found my meetings to be of a higher quality. I am now asking for the business, confident that my research and conduct of the meeting with potential clients has been thorough.’
- Temporary Staff Company, UK
• Use the Sales Advantage techniques.
• Recognise the strengths and weaknesses of your team.
Apply the Sales Advantage
14
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Dura&on: three full days at fortnightly intervals
Session by Session - at a glance:
D�S O6�
Build Rapport
♦ Understand and apply a proven seven-step selling
process to create partnerships with buyers.
♦ Employ three strategies to make buyers eager to talk
with you.
♦ Establish immediate credibility to build alignment with
buyers.
Generate Interest
♦ Uncover and appeal to different buyer interests.
♦ Use power quesPons to get the informaPon needed
from buyers.
♦ Widen the buyer expectaPon gap to create interest.
D�S T��
Provide Solu&ons
♦ Develop soluPons that are unique to each buyer.
♦ Formulate soluPons that appeal to buyer’s logic and
emoPons.
♦ Present soluPons that are persuasive and convincing.
Resolve Objec&ons
♦ IdenPfy points of agreement to lower buyer resistance.
♦ Apply a win-win process to idenPfy hidden objecPons.
♦ Respond to the six most common objecPons with
confidence.
D�S TT���
Appeal to Mo&ves and Gain Commitment
♦ Evaluate buyer perspecPves to move the sale forward.
♦ Engage the prospect’s emoPons in the buying process.
♦ PracPce six methods to ask for the sale with
confidence.
Uncover Opportuni&es
♦ Penetrate exisPng accounts and increase customer
loyalty.
♦ IdenPfy the best prospecPng to fill your sales pipeline.
♦ Create a referral network of champions who bring
business to you.
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‘I have recently completed the Sales Advantage programme and would have no hesitation in
recommending it to anyone looking to improve their sales skills. It was extremely well structured, well
paced with opportunities for interaction to help build confidence.’ - Account Manager, TMW - AviaPon Components
D�S F�4�
Plan for Success
♦ Develop a moPvaPng personal vision.
♦ Establish meaningful goals to ensure sales success.
♦ Learn ten ways to manage your Pme to focus on
profitable acPon.
♦ Create five approaches to add value for clients with
effecPve follow-through.
Master the Selling Process
♦ Tie the seven-steps sales process together.
♦ Appraise and communicate strengths to create
relaPonships.
♦ Build on the successes experienced in this programme.
15
An essenPal part of providing World Class
Customer Service requires being good
interpreters of what customers want today,
and what they expect tomorrow. How do
you equip employees to perform their role of
winning and retaining customers? Of
figuring out customer prioriPes? The World
Class Customer Service programme brings
the right tools to help you build valued,
lasPng customers. We present the most
effecPve tacPcs for overcoming customer
dissaPsfacPon and client defecPon, and even
offer strategies employees can use to
negoPate big wins for both their companies
and their customers.
This programme is specifically designed to be
delivered in-house, which means it is fully
customisable to meet your organisaPon’s
specific business prioriPes. This enables
complete focus on the issues in hand and
provides the support required to obtain the
opPmum benefits.
DuraPon: three full days once a fortnight
Through this programme, you will learn to:
To enrol yourself or one of your Senior Management team on
this course please contact us at [email protected]
63% of Dale Carnegie Graduates feel more
enthusias-c at work.
Dura&on: six 31/2
hour sessions
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Loyal customers are
the engine of every business
• Benchmark ‘best pracPces’ industry wide.
• IdenPfy current customer needs.
• AnPcipate customer expectaPons.
• Deliver excellent customer service.
• Measure customer service performance.
Define Superior Service
• Know the customer.
• Use the ‘Customer ConPnuum’ to profit a client.
• IniPate services to create add-on and cross-selling possibiliPes.
Provide Sales-Related Services
• Recognise the types of customer behaviour.
• Resolve customer resistance.
• Use our unique sequenPal process to work with dissaPsfied
customers.
Resolve Customer Conflicts
• Apply the three principles of successful negoPaPon.
• Develop forceful leTers of negoPaPon.
• Capitalise on the win-win model of negoPaPon.
Nego&ate with Customers
• Reduce internal stress.
• Use a proven process for solving internal problems.
• Improve internal communicaPons.
• Take a group approach to discover underlying problems.
Sa&sfy Internal Customers
• Leverage skills, tools, and processes to generate superior
customer service.
• Track the results of improved customer saPsfacPon.
Excel at Customer Service
‘You can really see the change in people who have attended this programme.
They are marked differently. They’re engaged. They go the extra mile to get
things done.’ - Founder and Chairman,
Keurig Green Mountain
16
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Session by Session - at a glance:
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♦ IdenPfy the importance of each employee providing
service that leads to the organisaPon’s stature as a
World Class Customer Service provider.
♦ Feel good about yourself and your provision of service
in a way that enhances your professional relaPonships
with customers.
♦ Define ‘World Class’ as it relates to customer service
and your own personal responsibiliPes in providing
such service.
♦ Manage your own a_tude.
♦ PracPse the Principles of World Class Customer Service
as they relate to both the quanPtaPve and qualitaPve
sides of customer service.
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♦ Use a conPnuum to idenPfy the degree of support that
we can expect from specific individuals within
customer organisaPons.
♦ EffecPvely follow up with customers who have
purchased products from your company.
♦ Use your role as a service provider to promote
addiPonal sales.
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♦ Resolve customer complaints.
♦ Recognise and deal with a wide variety of customer
behaviours.
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♦ Conduct basic negoPaPons with customers.
♦ Write effecPve leTers to customers.
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♦ Reduce work-related stress by focusing on issues over
which you have some control.
♦ Solve internal problems by working with others in the
organisaPon to determine the underlying causes.
♦ Know when to say ‘yes’ or ‘no’ to internal customers
and how to communicate upward as a Customer
Advocate.
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♦ Review the customer service skills, tools and processes
introduced on the course.
♦ Describe what you learned on the course.
♦ Graduate from the course.
‘I have always believed that our company could be even stronger by working together, focusing on our buyers and providing excellent service. That’s why I continue to support ongoing training. The training we’ve done has been tremendously valuable and has contributed directly to the success of CamWest. It has definitely taken us to the next level.’
- Vice President for MarkePng & Sales, CamWest (now Toll Brothers)
17
Recognise and understand how your image is affected by the way you
present ideas and informaPon.
Show increased poise and polish to improve the impact you make, and
the results you achieve, in the various presentaPon and public speaking
situaPons tour encounter.
Learn how to avoid sending ‘wrong signals’ and ‘weak signals’ when
leading teams, and improve your influence and leadership in criPcal
situaPons.
Improve listening and criPque skills.
Learn how to ask quesPons that will quickly establish the informaPon
needed.
BeTer control of one’s a_tude and temperament.
Increase self-confidence, self-direcPon and self-respect.
The ability to refine your image and therefore affect how you are
regarded in business, social and professional environments.
Through this programme, you will learn to:
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50% of those who have completed a Dale
Carnegie programme say they are thought of
more highly at work.
Create an Execu&ve Image that
‘wins friends and influences people’
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An important concept to keep in mind is
that an execuPve is never ‘off-stage’ as
an execuPve. Every moment we are in
the company of others, we are
represenPng ourselves and our
company, and others are judging us and
our organisaPons constantly. ExecuPve
image is changing at every moment, and
the effecPve execuPve is not only aware
of this, but also exhibits behaviour
consistent with the most effecPve and
desirable execuPve image.
The Execu&ve Image programme will
show you how to unleash and project
your inner a_tudes of confidence,
enthusiasm, and professionalism.
Understand
Ques&on Effec&vely
Listen Effec&vely
Lead the Team
Control your ANtude
Be in Control
‘’From a financial perspective, I have found that the departmental managers who have attended Dale Carnegie Training have shown a marked improvement in their individual performance levels, which has made a profound impact on their overall business unit profit margins.’
- Director, CRM InternaPonal
Increase Stature
18
Present with Impact
The programme begins by giving you several proven techniques for creaPng a great first impression. You
then learn how to sustain and expand this important beginning every day — all day. You’ll even learn how to
disarm hosPlity and turn potenPal adversaries into colleagues.
This programme can promise so much because it doesn’t just give you the principles. It also lays out a step-
by-step pracPce regime that virtually guarantees results. By complePng these simple exercises every day you
actually transform your a_tudes into those culPvated by leaders everywhere. And those new a_tudes will
come shining through so you project an image of leadership to everyone you meet.
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♦ See yourself as others see you.
♦ Use personal traits to reinforce your professionalism.
♦ Turn adversaries into colleagues.
♦ Read the body language of others to gauge how you’re coming across.
♦ CulPvate the a_tudes of leadership.
♦ Use eye contact to hold aTenPon.
♦ Communicate with authority.
♦ Present with poise.
♦ Influence others to your point of view.
♦ Project an image of leadership.
♦ Create great first impressions.
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‘The training has been successful in starting a major corporate culture change. Siemens has created its new work environment in much less time and with fewer hassles than if it had gone with local independent trainers all offering different courses. The message was not only consistent but was tailored to the individual country’s culture.’
- Vice President, Siemens Systems Division
19
Good teamwork is an unbeatable advantage!
In a hospital emergency room. On the deck of
a boat. Or in the trenches of business. But
how do you turn talented individual players
into a high-performance team? The High
Performance Teams programme offers
business people the techniques to implement
criPcal team processes, such as defining
shared goals and clarifying individual
responsibiliPes. We emphasise methods to
communicate persuasively within and among
teams. We present tacPcs to foster proacPve
meePngs, resolve team conflicts and win
improved team results.
This programme is specifically designed to be
delivered in-house, which means it is fully
customisable to meet your organisaPon’s
specific business prioriPes. This enables
complete focus on the issues in hand and
provides the support required to obtain the
opPmum benefits.
Through this programme, you will learn to:
61% of Dale Carnegie Graduates feel more
inspired in their workplace.
Boost compe&&veness and turn
talented individual players into a
high-performance team
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• Improve interpersonal relaPonships.
• Determine a team’s posiPon on the ‘success curve’.
• Clarify team goals.
• Analyse the individual strengths of team members.
• Define team values and ground rules.
Build Team Commitment
• Listen to others.
• Ask good quesPons.
• Leverage advantages of intra-team communicaPons.
Improve Communica&on between Team Members
• Convey informaPon clearly.
• Develop skills for sharing informaPon.
• Plan quality team presentaPons.
Improve Communica&on between Teams
• Capitalise on the value of collaboraPon.
• Employ the rules that support team collaboraPon.
• Apply ‘force field’ analysis.
Strengthen Collabora&on
• Tap the creaPve process to improve team decision-making.
• IdenPfy sources of team conflict.
• Use a sequenPal method to resolve conflict.
Develop Decision-Making and Conflict Resolu&on
• Facilitate team processes.
• Reward and recognise team behaviour.
Improve Coordina&on and Facilita&on
‘It’s amazing to me that Dale Carnegie Training was able to come in, recognise the audience and provide the training that is perceived in our company as very top-notch.’
- Director of OperaPons, Connolly
20
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Dura&on: to suit your organisaPon’s specific needs � � � � [email protected]
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♦ Improve your interacPons with other internal personnel.
♦ Describe where your team is on the Team Success Curve.
♦ Develop a common purpose for your team.
♦ Describe the roles that you and others play in your team.
♦ Establish values, expectaPons and ground rules for your team.
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♦ Describe the importance of communicaPon and the communicaPon process.
♦ EffecPvely listen and ask quesPons.
♦ Present informaPon in a way that clearly conveys informaPon.
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♦ Use a variety of methods to convey informaPon to the team.
♦ Successfully conduct team meePngs.
♦ Make effecPve team presentaPons.
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♦ Collaborate effecPvely with other team members.
♦ Use Force Field Analysis to enhance collaboraPon with other teams.
♦ Discuss issues relaPng to collaboraPve efforts.
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♦ Reach decisions using the CreaPve Process.
♦ IdenPfy the sources of conflict on teams.
♦ Use a four-step model to resolve team conflicts.
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♦ Facilitate a team process.
♦ Reward and recognise effecPve teamwork.
♦ Describe what you learned in the teamwork course.
“This programme surpassed my expectations. In our fast-paced environment, this format created a simple but effective discipline that challenged me to apply what I was learning and achieve sustainable behaviour change. The result is that my people are now doing more, allowing me to focus and plan. Never before have I come across a programme that so skilfully marries together the elements that build a great team!"
- HR Manager, Sco_sh Life
21
Through this programme, you will learn to:
This programme is specifically
designed to be delivered in-house,
which means it is fully customisable
to meet your organisaPon’s specific
business prioriPes. This enables
complete focus on the issues in hand
and provides the support required to
obtain the opPmum benefits.
60% of employees who have confidence in their
leaders are fully engaged.
Learn the principles and competencies of
today’s most successful leaders
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Improve your ability to build trust in a changing environment and to
drive out fear.
Become more effecPve at valuing other people’s skills and abiliPes
and build a moPvaPng culture.
Improve listening skills and the ability to discover other people’s goals
and objecPves. Improve your skills at applauding good work and
efforts towards improvement.
Learn effecPve techniques for handling mistakes, complaints and
criPcism, and for building effecPve teams.
Recognise and appreciate your own leadership abiliPes. Develop an
even more effecPve leadership style.
Enhance leadership planning and communicaPon skills to define and
execute your personal, team and corporate mission. Inspire others to
share the responsibility for the glory.
Create Trust
Respect and Develop Others
Listen to Learn
Building Teams
Enhance Self-Esteem
Vision/Mission Defining
In today’s leaner, flaTer organisaPons,
leadership isn’t limited to people in the
execuPve suites or corporate boardrooms.
Now leadership is everybody’s business.
Employees throughout a company recognise
their role in fulfilling the company’s mission.
They seek the right soluPons to the hard
challenges. They find strengths in others.
And they moPvate people to go for peak
performance.
The Leadership Advantage programme
gives parPcipants the basic blocks for
understanding and culPvaPng leadership
abiliPes: how to recognise the traits and
styles of leaders, how to sharpen exisPng
skills, how to master new strengths. It
emphasises the principles of superior
leadership - from listening creaPvely and
fostering trust to forging collaboraPve
relaPonships and boosPng team results. But
our training goes beyond theory - offering
people the pracPcal tools and techniques to
become effecPve leaders.
‘If you want to work on specific business results by investing in the improved capability of your people, then Dale Carnegie Training understands that and can help get you there.’
- Technical Training Coordinator, Cargill Health and NutriPon
22
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- Senior Vice President for Material Services, Fred Weber, Inc.
Dura&on: to suit your organisaPon’s specific needs
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♦ Define a clear vision and a shared mission.
♦ Empower others to take responsibility and deliver results.
♦ Engender trust and eliminate fear.
♦ Reduce workforce stress.
♦ Help people change behaviour.
Session by Session - at a glance:
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♦ Recognise leadership potenPal.
♦ DisPnguish the strengths and deficits of leadership styles.
♦ Assess your own leadership style.
♦ Develop the traits of a leader.
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♦ CulPvate self-esteem, self-confidence and self-direcPon.
♦ Define personal values, vision and mission.
♦ Manage the stress of individuals and teams.
♦ Recognise and reward others.
♦ Build relaPonships with people across the organisaPon.
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♦ Avoid the pigalls of stereotyping.
♦ Leverage the value of respect.
♦ Listen with openness.
♦ Use communicaPon as a collaboraPve tool.
♦ Coach people and monitor their performance.
♦ Foster cooperaPon.
23
• 360° assessment of your impact as an execuPve
• ExecuPve Skills QuesPonnaire completed by a minimum of eight
colleagues based on your management style
• In-depth personal interview before the programme
• Personal coach
• Video based coaching
• CommunicaPng technical competence
• Understanding the importance of good communicaPon skills
• A_tude control in pressure situaPons
• Leadership skills and style
• Refining appearance
• Understanding how others see you (percepPon is everything)
• NegoPaPon skills
• Further in depth personal interview
• Follow up session
Through this programme, you will learn to:
72% of Dale Carnegie Graduates say
communica-on is be/er with the Senior
Management team.
This programme is specifically designed to be delivered in-
house, which means it is fully customisable to meet your
organisaPon’s specific business prioriPes. This enables complete
focus on the issues in hand and provides the support required to
obtain the opPmum benefits.
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Strategic Thinking for Top Execu&ves
An important concept to keep in mind is
that an execuPve is never ‘off-stage’. Every
moment we are around others, we are
represenPng ourselves and our company,
and others are judging us and our
organisaPons constantly. The way
employees and customers perceive a top
execuPve plays a crucial role in an
individual’s output, in gaining cooperaPon
from others and achieving overall business
success for the future.
The ExecuPve Development programme will
show you how to unleash and project your
inner a_tudes of confidence, enthusiasm,
and professionalism, giving you the
opportunity to establish an even more
professional public image for you and your
organisaPon.
24
‘The effect on our organisation has been
quite dramatic. Plans are being drawn up everywhere for everything; all results
are being measured; management of change has become less daunting. As a
result of the course, cost savings “in the bank” are greater than £120,000.’
- OperaPons Director,
McKechnie Vehicle Components
‘It was absolutely the best money we have ever spent. The return compared to the value gained far outweighed the investment. In the first forty weeks this year, we surpassed our total revenue from last year. We are experiencing the greatest profits in our history as a result of the principles and teamwork developed.’
- Vice President, Contract Logistics Company
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Dura&on: six half-day sessions � � � � [email protected]
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♦ IdenPfy our barriers to success.
♦ Realise that our a_tude impacts our people and the performance of our organisaPon.
♦ Assess our strengths to build toward our future goals.
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♦ Understand the value of listening for understanding and then responding.
♦ UPlise quesPoning skills for the purpose of gaining knowledge and specific results.
♦ Develop the ability to be flexible when the appropriate answer is not offered.
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♦ Realise that we do have control over our a_tude and how we react to all situaPons.
♦ Develop the ability to control our a_tude through awareness.
♦ IdenPfy methods for idenPfying our a_tude and controlling it.
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♦ Apply the Human RelaPon Principles when dealing with difficult people and situaPons.
♦ Handle mistakes effecPvely using a human relaPons approach.
♦ Relate to the problem or situaPon and reassure the person of his or her value.
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♦ Understand that leadership is not a Ptle, it’s a job.
♦ Realise that people are our most valuable resource.
♦ Develop the skills to grow people and thus, companies.
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♦ Evaluate our results from this training.
♦ Celebrate our accomplishments.
♦ Commit to conPnued growth.
25
A_tudes for Service
Complaint ResoluPon
Cross and Up Selling
Internal Customer Service
Telephone Skills: Outbound
Telephone Skills: Inbound
Manage Customer ExpectaPons
Generate Customer Interest
Create Loyal Customers
EffecPve First Impressions: Face to Face
Customer Follow Through
Customer Value SoluPons
Referrals
Service to Sales
SuggesPon Selling
Telephone Skills: Inbound and Outbound
Overcome Obstacles to Customer
Service
Coaching a Service Team
Turning Customer Service into Sales
More EffecPve Use of the Telephone
Planning PresentaPons
Vocal Skills and Body Language
PresenPng as a Team
ConfrontaPonal QuesPons
PresenPng with Visual Impact
Present to Persuade
Present to Gain Input
Present to Inform
Facilitate for Group Results
PresenPng with Impact
Coaching for Skill Development
Feedback: SupporPve and CorrecPve
Interpersonal Skills for Facilitators
CreaPng OrganisaPonal Impact
PresenPng to a Team
Training Design and EvaluaPon
InnovaPon
Team Problem Solving and Decision
Making
Process Improvement
Adjust to Change
Analyse Problems and Make Decisions
Change Engagement
Manage Change EffecPvely
Team Change Engagement
Lead Change without Authority
Project Planning
Understanding Ourselves BeTer
AdjusPng to a changing work
environment
A_tudes toward others and your job
Helping each other at work
ParPcipaPng more effecPvely in
meePngs
Strengthening co-operaPon between
departments
Improving work habits
How to live and work with others more
effecPvely
Dale Carnegie® designs and delivers intervenPons that provide a pracPcal approach for business success in a compePPve
environment. We have an ever-increasing library of modules that can be used alongside your business drivers, as follows:
Dale Carnegie Training®
will work with you to customise
a training plan tailored to your specific business
prioriPes using the iMAP process:
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i M A P The road that gets you where you want to go
intent Your organisaPon's strategic vision - the ‘should be’ as
opposed to the ‘as is’.
inquire A strategic conversaPon with you to understand where the
operaPon is today, where you want to take it and what needs
to change to get there.
involve Through assessments, surveys and a unique BID process,
determine the alignment around the vision, competency gaps
that need to be closed, and a_tudes that undermine change.
innovate Design intervenPons that support your strategic intent,
provide measurable results, map directly to the
competencies needed to power the strategic intent, blend
competency development with a_tudinal change and align
emoPonal intelligence with corporate iniPaPves.
impact Ingrain long-term behaviour change and gain emoPonal and
intellectual engagement with corporate objecPves.
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26
Internal Conflict ResoluPon
Conflict – Maintaining EmoPonal Control
Conflict MediaPon
Conflict as a Growth Opportunity
Bringing Conflict into the Open
Conflict to CollaboraPon
Establishing an EffecPve Team
Being a ContribuPng Team Member
Team Building - Building EffecPve Work
Teams
Dealing with Difficult Team Members
Ending a Successful Team
External Partnerships
Communicate with Diplomacy & Tact
Team Building Basics
Work with Difficult People
EmoPonal Control
NegoPaPons: A Human RelaPons
Approach
Avoid Burnout
Balance Work and Life
Interpersonal Competence: Connect with
Others
Interpersonal Competence for Career
Growth
Keep Stress and Worry in PerspecPve
Understanding Diversity
Valuing Diversity
CommunicaPng Across GeneraPons
Understanding GeneraPonal Diversity
Stress ReducPon through New Work Habits
Disagree Agreeably
FoundaPon for Success
Interpersonal Competence: Enhance
Teamwork
Interpersonal Competence: Influence
Change
Interpersonal Competence: Best PracPces
Sustaining Measurable Success
Leveraging Diversity
Managing Across GeneraPons
Staying PosiPve in the Face of Layoffs
Managing Diversity
Managing Stress
Diversity: Global Travel and Culture
Listening Skills for BoosPng
CommunicaPon
Communicate with Different Personality
Styles
Becoming a More AppreciaPve Person
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DelegaPon
Planning
CreaPvity
Performance Appraisals
MoPvaPon
Performance Defined
Vision, Mission, and Values
Time Management
Handling Mistakes
Conflict Management
Time Control to Work on Your Business
Coaching - SupporPve & DirecPve
Approaches
Leading Strong Teams
Lead EffecPve MeePngs
New Employee OrientaPon
Communicate to Lead
Business Professionalism 101
Strategic Planning
Ethical Leadership
Succession Planning
Network through Community Service
Focus and Discipline
Leadership CommunicaPons
Leadership Styles and Tendencies
MoPvaPonal Leadership
Share the Glory
Visionary Leadership
Mentorship - Launching an IniPaPve
Build Trust, Credibility, and Respect
MulP-Tasking
Networking to Build Your Personal Brand
Networking to Promote Your
OrganisaPon
Coach for Performance Improvement
Mentorship: CreaPng a Partnership
Network to Build Business ConnecPons
Developing Personal Leadership
Building Employee Engagement
Talent SelecPon: Criteria and Screening
Talent SelecPon: Interviewing
Successful Sales Leadership
Sales Performance Defined
Sales MeePngs
Coaching Salespeople
RecruiPng Salespeople
Rapport
Interest
SoluPon
Handling Customer ObjecPons
MoPve and Commitment
Hiring Salespeople
Master the Selling Process
Uncover Selling OpportuniPes
FoundaPon for ConsultaPve Selling
Pipeline and Territory Management
Rapport: Becoming a Trusted Advisor
Generate Interest Through Informed
Discovery
PresenPng SoluPons to Buying Teams
Establish Return on Investment
Commitment Strategies
NegoPaPons: Leveraging Personality
Styles
NegoPaPons: Collaborate to Win
NegoPaPons: Analysis
NegoPaPons: PresentaPon
NegoPaPons: Bargaining and
Agreement
NegoPaPons Mastery
Account Development
Developing the “Selling Difference”
Product Knowledge - A Key to More
EffecPve Selling
Help the Customer Make Favourable
Decisions
Professional Closing Techniques
27
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Benefits to the Company/Decision Maker:
♦ Provides a measurable result of training impact
♦ Aligns self-percepPon with the others’ percepPon of behaviours
and skills
♦ Receives high, quality, usable feedback for professional and
personal development
♦ Maximises objecPves of Dale Carnegie® programmes – focuses
parPcipant’s learning
♦ Personalised coaching from the Trainer
♦ Spotlights posiPve change (growth) areas (post-assessment)
♦ IdenPfies areas needing addiPonal development (post-assessment)
The PerspecPves series of assessments help objecPvely and quanPtaPvely idenPfy barriers to your organisaPon’s
successes. These group-level assessments measure a wide variety of specialised topics, which provide clients with a
greater understanding of their teams, departments or enPre organisaPons. Comprehensive reports monitor your
organisaPon’s development, evaluate training effecPveness, idenPfy trends and measure organisaPonal performance
over Pme. The results are broken down by departments, posiPon in the company, years of service, etc. PerspecPves are
used before the training programme to idenPfy strengths and weaknesses to focus on when training begins.
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Insight 360 Assessments, Perspec&ves
Assessments and Profile Assessments
28
Benefits to the Organisa&on:
♦ Assess the performance of your organisaPon,
department, or team against criPcal factors related
to job performance.
♦ Accurately match organisaPonal needs with
developmental soluPons.
♦ Assessments can be administered before & afer the
training programme to demonstrate the training’s
effects on the employees’ a_tudes, skills and
behaviour.
Perspec&ves Assessments Available:
♦ OrganisaPonal EffecPveness Survey
♦ Leadership EffecPveness Survey
♦ Sales EffecPveness Survey
♦ Leadership Profile Survey
♦ Teamwork and Team Building Survey
♦ Customer surveys are also available upon request
created specifically for your organisa�on
The Insights 360 assessments gather data on selected work behaviours/skills. It provides Dale Carnegie parPcipants an
opportunity to receive feedback from others who know them. The data is collected by selecPng a group of people
(Feedback Team) who know and/or work with the parPcipants on a regular basis. This includes the manager, peers, direct
reports and other work associates that could provide honest and valuable feedback.
Insights 360 Assessments are available for the Dale Carnegie Course, Leadership Training for Managers, Sales Advantage,
ExecuPve Development, Leadership Development, Leadership Development for Sales Managers, World Class Customer
Service and People Side of Process Improvement. Custom Assessments are also available upon request.
Benefits to the Par&cipant:
♦ Expands insights into parPcipant skill level
♦ Increases insight into the Dale Carnegie Training® skills
content
♦ IdenPfies coaching opportuniPes on skill areas
♦ Provides opportuniPes to idenPfy/reinforce skill
improvement
♦ Ensures more specific parPcipant goals
♦ Determines programme objecPves (increased ROI)
♦ Raises commitment level (increased ROI)
Training Assessments focus on gathering data that is
useful to par-cipants in improving behaviours and skills
directly linked to the Dale Carnegie training program in
which they are par-cipa-ng.
A perfect companion to Dale Carnegie’s training; Profiles Assessments offer an array of employee assessments
that provide your organisaPon with criPcal informaPon to understand why your people think and behave as they
do. Profiles assessments also provide criPcal informaPon missing from tradiPonal hiring and management
pracPces, to help your organisaPon improve your exisPng selecPon, employee evaluaPon, coaching and training
programmes. Profiles offer a full suite of employee assessments to help your organisaPon achieve more from
your most important asset, your people.
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29
The ProfileXT
The ProfileXT is the most technologically advanced,
state-of-the-art system available today for measuring
human potenPal and predicPng job performance.
Profile XT is the only system that measures thinking and
reasoning skills, occupaPonal interests, and behavioural
traits. These elements are correlated and blended
together, allowing you to see the total person.
Profiles Performance Indicator
The Performance Indicator provides tremendous
advantage in developing the potenPal an employee
brings to the job. The final report is filled with specific,
individualised management suggesPons for working
more producPvely with each person you manage.
Reports describe significant job-related behavioural
tendencies in seven key measurable areas: producPvity,
quality of work, iniPaPve, teamwork, problem solving,
response to stress and conflict, and work moPvaPon.
Profiles Sales Indicator
The Sales Indicator seeks to beat the ‘80-20 rule’ (80
percent of all products and services are sold by just 20
percent of the sales people) by measuring the essenPal
qualiPes of salespeople. The Sales Indicator measures
compePPveness, self-reliance, persistence, energy, and
sales drive. It also predicts prospecPng, closing sales,
call reluctance, self-starPng, teamwork, building
relaPonships, and compensaPon preference.
Profiles Team Analysis
Profiles Team Analysis gathers informaPon about team
members in twelve essenPal areas, does an analysis of
the data, and produces an insighgul report that
increases the team’s likelihood of success. This system
can be a key factor in forming more effecPve teams that
employ the power of synergisPc energy. This is the
energy that removes barriers to team success.
Profiles Checkpoint 360
The Profiles CheckPoint 360 is the foundaPon for a
complete management competency development
programme. Managers receive feedback from the full
circle of people with whom they interact. The
CheckPoint 360 measures eight universal management
and leadership competencies: communicaPon,
leadership, adaptability, relaPonships, task
management, producPon, development of others and
personal development.
Profiles Customer Service Perspec&ve
Extensive research has idenPfied ten specific
behavioural characterisPcs and proficiencies essenPal to
extraordinary customer service. Profiles Customer
Service PerspecPve assesses your job candidates and
employees to see how they score in important areas
including communicaPon, problem solving, courtesy,
and focus, just to name a few.
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Dale Carnegie® Central England
� Park Lodge
Pertenhall Road
Stonely
St Neots
Cambridgeshire PE19 5EF
� 01480 861155