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Your Guide to Positive Change
Changing Attitudes is a company originally established in Dubai in 2001, dedicated to providing positive change in your organization or business regardless of industry. We are a Training Consultancy with a refreshingly different way of doing business. Now operated by Amer Al Sham Consultancy
Changing Attitudes…serious about positive lasting change.
Stasis is just an illusion.
Savvy corporations understand that change is inevitable, the clever ones ensure that the change is positive, the brighter ones realise that the key to positive change is people, the most successful, change quicker than the opposition.
Effective change is a planned, homogenous and considered campaign that addresses, the four facets of business. It is often a challenging process, gone are the days when consultancy and training was seen as a quick ‘takeaway’ fix. Lasting positive change requires a more structured long term approach.
C.A will partner with you to create learning experiences that drive positive change within your organization using our consultancy, assessment, teambuilding, training, filmactive, Jigsaw@work workshop tools and our ground breaking 4 day coaching programme.
“The only people you should not ignore are the crazy ones, the misfits and the rebels – because they change things” (Paraphrased)
Steve Jobs
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Some of our clients
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Management, HR and Sales Training Programmes
Code Programme Days
MT1 Managing Change 2MT2 Self-Development 3MT3 Leadership, Motivation & Teambuilding 3MT4 Coaching & Feedback for Performance 2/3MT5 Coaching Skills for Supervisors 3MT6 The Effective Supervisor 3MT7 Working in Teams 2MT8 Delivering Confident Presentations 3MT9 Train-the-Trainer 5
MT10 Problem Solving & Decision Making 2MT11 Creative Thinking & Innovation 3MT12 Negotiating Skills 2MT13 Better Time Management 2MT14 Getting The Most out of Meetings 2MT15 Conflict Management 2MT16 Giving Superior Customer Service 2MT17 Interpersonal Communication Skills 2MT18 Habits for Personal Effectiveness 3MT19 Quality Circles 2CC27 Cross Cultural Communication 2HR20 HR Foundation Course 10HR21 Active HR 3HR22 HR for Non-HR People 3ST23 Changing Order Takers into Salesmen 2ST24 Consultative Selling Skills 2ST25 Taking a Proactive Approach to Account Management 1ST26 Human Sales: The New Sales Approach for the Millennial Generation 1HR25 Competency based Interviewing Skills 3HR26 Skilful Performance Appraisals 2SC29 SCAT: Service Centred Analysis Tool (Managers only) 1MT30 High Performance Customer Service 1EQ31 Emotional Intelligence 1
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Managing Change2 Days (MT01)
“A practical programme for all those who need to understand the factors involved in change and develop strategies for handling them.”
About this Course :Change is a guaranteed constant intoday’s world. How quickly anorganisation and its people can adaptto change has become a powerfuldifferentiating capability which candistinguish one company fromanother.
We all experience change differentlysome find it painful or threateningwhile others see it as an opportunity.How we handle it depends on howwell it is planned and communicated.
This training course examines allaspects of change and highlights thekey planning ingredients necessaryfor successful changeimplementation.
Who Should Attend : All those who need to manage change more effectively.
Key Topics : The basic principles of change Identify roles in the change
process Why the need for change? Change and rational
management Change and creativity Sponsors, Agents and Targets Human Reactions to Change The Change Graph Monitoring change Examine current beliefs and
paradigms about change and assess your ability to change
Resistances to change
Self-Development3 Days (MT02)
“This highly interactive course will enable participants to consider their past look at the present and decide where they want to go in the future-without repeating the mistakes of before. Develops excellent habits and puts attendees onto the path for success!
About this Course :Most people want to develop themselves but, they just don’t know how, this programme covers the must have fundamental habits that enable ongoing self- development.
Who Should Attend :Suitable for all employees/ managers at all levels from all organisations.
Key Topics : Understanding your
personality Intra and inter-personal
skills Learning about learning Kolb’s learning cycle Your lifeline Johari’s Window Unpacking Feedback, praise
and criticism Receiving negative
feedback and criticism Setting clear goals Dealing with Change Human Responses to
Change Learning about learning The Circle of Life Being proactive and
persistent
Leadership, Motivation and Teambuilding
3 Days (MT03)
“Designed to help participants become more effective leaders using current thinking and practice on leadership, motivation and team- building”
About this Course :Leadership is the capacity that we all have for influencing the behaviour of others. It is the catalyst that can encourage individuals to exceed their normal limits of performance or enable a team to achieve more than the sum of its parts.
At its most basic level, it is a set of techniques and tactics that, if applied skilfully, can enable a leader to modify and direct the behaviour of others, towards the achievement of a goal.
This programme examines these leadership techniques and also examines the team perspective.
Who Should Attend :All those wishing to improve their leadership and team working skills
Key Topics : What is leadership? Characteristics of effective
leaders Views on leadership Situational leadership Identifying your leadership
style Diagnostic skills and flexibility Leadership competencies Motivation theory and
application Vrooms Behaviourist v Cognitive
Psychology Power and influence Characteristics of effective
teams Team stages Connecting with team
members Belbin team roles Team roles and team building Team Challenge
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Force-field analysis Helping others change Organisational systems and
change Penguins and Kotter’s steps Planning and communicating
the change Action planning
Action planning
Coaching & Feedback for Performance
2 or 4 Days with ILM(MT04)
“This is a dynamic, interactive workshop which develops coaching, listening, and giving and receiving feedback skills in order to sustain and enhance the performance of your people.”
About this Course : The challenges in today’s marketplace of increased competition require the contributions of everyone. To rise above this competition, organisations need a culture that helps all employees contribute their very best.
Managers need the skills to coach others in their performance, and cannot assume that people know how they are doing.
Those who adopt coaching & feedback techniques are committed to developing their staff and have a vested interest in helping them achieve their objectives.
Who Should Attend : This training is for managers and senior managers who want to learn these techniques, and HR managers
Coaching Skills forSupervisors2 Days (MT05)
“Practical training to give supervisors and team leaders the skills to be able to use every-day work situations as opportunities for developing their staff”
About this Course :Every day your staff arrive with problems and before you know it the problems become yours (as if you didn’t have enough to do already!).
Coaching is a powerful development technique and uses a variety of skills.With a coaching approach, the problem remains with person you are coaching (the coachee). The coach, through asking questions and following a simple model raises a person’s awareness of the problem until they generate the solution themselves.
Coaching is a great investment of your time and you will see a payback.
Who Should Attend :First time managers, supervisors & team leaders wanting to learn how to coach.
Key Topics : What is coaching? Why do it? Where does coaching fit in
with existing company systems
The Effective Supervisor3 Days (MT06)
“Motivate your supervisors to achieve their full potential and encourage them to take responsibility for developing their own people too.”
About this Course :The job of Supervisor is a key role in successfully managing daily operations in your organisation, whether private or public sector, sales, production, support, retail, banking or other environments.
This programme looks at the role of the supervisor and the wide range of skills that make up the profile of an effective supervisor.
Who Should Attend :Existing, potential or new supervisors who wish to maximize their own performance and that of their teams.
Key Topics : Role of the supervisor in the
management process Key results areas of the job Competencies profile of a
successful supervisor
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who wish to integrate a coaching culture with their performance management systems
Key Topics : Understand the difference
between coaching & feedback Identify commonly held
beliefs about C&F in your organisation and the impact of these beliefs.
Apply a four-part structure (GROW) to a coaching discussion
Use focused questions to raise awareness
Differences between coaching and counselling, and coaching & problem solving.
Giving, receiving and asking for performance feedback.
Active listening skills. Implementing C&F in your
Organisation
Coaching roles Current beliefs about
coaching Characteristics of a good
coach Coaching opportunities Differences between coaching
and problem solving The GROW model How to use delegation and
target setting The coaching discussion The use of questions Coaching real-play Personal action planning
The supervisor as leader Motivating people Planning & organising work Setting standards Managing performance Monitoring Interpersonal communications Giving instructions and
assigning tasks Follow-up Developing your team Self-development & learning Personal action planning
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Working in Teams3 Days (MT07)
“This interactive training covers all the skills and attributes of highly successful teams and how you can enhance your team contribution ”
About this Course : It is widely accepted that a high- performing team can achieve much more than individuals working independently.
Whether you are part of a functional or cross-functional team, a project team or maybe you are a team leader, understanding all the factors that contribute to a group of people working in synergy towards the same goal, will enhance your personal effectiveness and the value of your contribution to the team.
This training programme does exactly that and more.
Who Should Attend : This training is valuable to all those involved in making teams work.
Key Topics : Why have teams? Types of teams Synergy and consensus Characteristics of an effective
team Analysis of your own team(s) Team/group culture Team Stages Belbin Team Roles Team Roles ‘Team roles’ concept and use Assigning tasks within a team Motivating the team Conflict within teams Team learning concept Team building exercises Personal action plan
Delivering Confident Presentations
3 Days (MT08)
“Whether you are presenting to a group, or one-to-one around a table, getting your message across and remembered is what really matters.”
About this Course :It’s a fact of life that, when you are on your feet presenting to people, you are being evaluated.
The ability to confidently present in any situation depends on your personal impact and credibility, and a clear and concise message that people will remember.
Learn how to tailor presentations for different audiences in a positive learning environment in which participants feel relaxed and able to try out new techniques through different types of presentations.
What you learn in this course will stay with you for the rest of your life.You don’t have to be a ‘natural’ presenter to make a powerful impact.
Who Should Attend :Ideal for first-time presenters and for experienced presenters wishing to review and enhance their techniques.
Key Topics : What is the theme of your
presentation? Who is your audience? How much time do I have? Getting the message across Using visual aids Delivery techniques Preparing the room layout Managing audiences Dealing with questions Anticipating objections Opening and closing a
presentation Body language – nervous
energy Public speaking skills
Train-the-Trainer5 Days (MT09)
“Learn how you can effectively give formal training sessions and on-the-job instruction to the people assigned to you.”
About this Course :If training other people is a necessary part of your job, then you will want to do it as well as a professional trainer would do it.
This practical workshop will give you the skills, knowledge and confidence to design and conduct a training session both in a classroom environment and in on-the-job situations.
You will learn all about the training process, how adults learn, and all the skills and techniques of good training delivery presented in a structured way.
Who Should Attend :Ideal for inexperienced trainers or supervisors and team leaders who need to train their teams.
Key Topics : The training process Identification of training needs How adults learn Body language for trainers Planning a training session Structuring a training session
or course. Selecting resources Adapting materials Trainer notes Presentation skills Running a training session or
course. Running exercises, case
studies and discussions Facilitation skills Running role-plays Giving and receiving feedback
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Problem Solving and Decision Making
3 Days (MT10)
“This training uses a combination of rational, creative and analytical thinking techniques to analyse problems and make sound decisions.”
About this Course : This intensive training course will allow you to use the main principles of rational thinking, and combine these with creative and other analytical thinking techniques to analyse problems and make decisions that have been well thought through.
Course participants must have completed the preliminary reading and assignments before attending the programme, and should bring with them a real case with which they are familiar, for discussion on the course
Who Should Attend : Suitable for anyone needing a better understanding of solving problems and/or making decisions.
Key Topics: Pre-course study The rational thinking
method situation analysis problem analysis decision analysis potential problem analysis opportunity analysis Data collection and display Other methods including De
Bono, Adair, Habenac, Operational- research
Creative approach Group decision making –
human dimension Case studies.
Creative Thinking and Innovation
2 Days (MT11)
“Learn all the techniques of creative idea generation to seek new opportunities and solutions to problems and find out how innovative thinkers make these ideas work to business advantage.”
About this Course :The terms ‘creativity’ and ‘innovation’ are often confused, but there is a fundamental difference between the two.
Whereas creativity is concerned with generating new and original ideas, innovation deals with the practical application of ideas to achieving management objectives.
This programme, in a fun and practical way, examines both aspects, and suggests ways that your organisation can support creative & innovative processes and people.
Who Should Attend:This training is for all those who want to understand & use these processes and techniques to add value to their organisation’s capability.
Key Topics : Difference between creativity
and Innovation. Creative thinking and
competitive advantage. Stereotypes How ideas are shaped in
organisations Traditional paradigms versus
lateral thinking Creative thinking techniques Brainstorming to generate
new ideas Creative problem solving Mind-mapping NLP (neuro-linguistic
programming) Creativity and teams Ideas-in-action programmes Corporate climate and culture
for successful idea capture.
Negotiating Skills3 Days (MT12)
“Make negotiation work for you by using the processes and skills to work towards win-win or workable agreements”
About this Course :Good negotiating skills play a key role in business success and range from simple ‘deals’ between two people, to complex business proposals with teams of contract negotiators.
Irrespective of complexity, the negotiating process and skills used are the same. Both parties aim for a win-win outcome with mutually satisfactory and workable agreements.This programme takes a thorough and practical look at negotiating, whatever your level within the organisation.
Who Should Attend:Suitable for all employees and particularly managers and supervisors.
Key Topics: What is a negotiation? Types of negotiations Different types of outcome Preparation and planning –
information gathering. Human behaviour and
interpersonal factors. Negotiating styles Assertiveness and power Cultural considerations Strategies and tactics Conducting the negotiation Seeking the win-win Action planning for application
on the job.
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Better Time Management2 Days (MT13)
“Time is the most precious commodity there is, and time management is simply the management of oneself with respect to time.”
About this Course : It is widely recognised that people who manage their time well are significantly more productive, proactive, and achieve more than people who don’t. They are also less stressed!
What do these people do that the rest of us don’t do? What techniques, tools and tricks do they use that we don’t use? There is no mystery about well- organised people - they plan their daily use of time and stick to that plan.
This programme is designed to help you become more effective through planning, organising and managing time better.
Who Should Attend : Managers, Supervisors, team leaders and employees wanting to improve performance through better management of time.
Key Topics : The true value of time Principle of time management Barriers to good time
management Time wasters Managing your desk Task planning Estimating time for tasks Prioritising Procrastination Meetings Dealing with overload Daily, weekly, monthly
planning Handling interruptions Parkinson’s Law Diary and planning systems
Getting the most out of Meetings
2 Days (MT14)
“Well organized meetings can be a great investment of everyone’s time.Learn how effectively participate in and chair productive meetings.”
About this Course :You’ve been requested to attend a meeting. You don’t know how long the meeting will last, or what the agenda is, or what your contribution will be, but it’s something to do with finance, you think. You can’t prepare anything or know what to take with you and you don’t know who the other attendees are.
If this sounds familiar then you’re not alone – it happens every day in organisations around the world.
In this programme, learn how to plan, organise and conduct a productive meeting so that all attendees feel they have contributed.
Who Should Attend :Suitable for all those who desire to enhance their skills regarding all aspects of meetings.
Key Topics : What is a meeting? Why
meet? Characteristics of good and
bad meetings The process side of meetings The human side of meetings Pitfalls and how to avoid them Chairing a meeting Participating in meetings –
roles Team roles Handling conflict and reaching
consensus Analysing real meetings Writing minutes of meetings Action planning.
Conflict Management
2 Days (MT15)
“Nobody likes conflict yet it is an unavoidable part of modern business. This workshop will equip you with the knowledge skills and ability to choose the right response in every situation and vastly improve your chances of dealing with a conflict or difficult negotiation ”
About this Course :The goal of this workshop is to improve your knowledge and skills in managing the typical conflicts most individuals face.The workshop looks at the psychology of competition and the tendency of human beings to compete when put into certain groupsAttendees are equipped with the skills required to assess situations and people and given possible responses and the ability to choose the right response in the situation
Who Should Attend :Suitable for all those involved human interaction! New supervisors and managers.
Key Topics : Human history What creates conflict? The Prisoner’s Dilemma Groups and teams Your natural conflict response Communication Types
(assertive, aggressive , passive)
Negotiations
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Meetings Delegation
Case histories Understanding the skill of
debate Removing emotion from the
equation Anger management Dealing with passive
aggressive behaviour Seeking the win-win
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Giving Superior Customer Service
3 Days (MT16)
“When a customer complains your company has an opportunity to delight with your customer service, unfortunately this is rarely the case and the customer is lost forever!”
About this Course :
Many organisations have ‘customer service’ as a corporate value but few ‘live’ that value really well and have a customer-focused culture.
A belief that the customer is valuable will drive behaviours that support this belief and in turn give results that result in a happy customer and repeat business and good PR.
This programme explores best practice in customer service and shows, in a practical way, how the customer’s perception of your company can be improved simply by making small Adjustments to process, behaviours and attitude.
Who Should Attend:Ideal for every individual who works in a customer service role.
Key Topics: Why customers are important. Who are our customers? The real cost of losing a
customer. See it from the customer’s
viewpoint What do we offer customers Profile of a good customer
service person Personality and customer
service. SLAs Customer relationship
management. Creating a positive image Human behaviour techniques
for improving customer service
‘There are no difficult customers, only customers we have difficulty with!’
Support systems required Sustaining a customer service
Inter-personal Communication Skills and
Assertiveness
2 Days (MT17)
“Developing effective working relationships through skillful communicating techniques is a key management competency today.”
About this Course :
Dig deep enough into any organisational problem and you eventually get to communication problems.
Organisations need people who can communicate clearly and effectively at all levels both internally with colleagues and externally with customers, suppliers and business contacts.
This interactive programme focuses on the range of core skills that organisations expect its managers and supervisors to demonstrate, and graduate trainees to develop.
Who Should Attend:This training will benefit everyone, but particularly managers, supervisors, team leaders and graduate trainees.
Key Topics : Defining effective
communication The Communication cycle Filters and Perception Personality and
communications. Active listening Three levels of listening Questioning skills Body language and non-
verbal communication Transactional analysis Assertiveness Influencing styles Diversity and cultural
differences Applications of the concepts
Habits for Personal Effectiveness3 Days (MT18)
“Being an effective person and employee starts by determining who you want to be and where you want to go and then developing and implementing simple habits that will get you there.”
About this Course :
Being effective means having the ability to set and achieve goals, be productive and have influence over others. This course introduces a set of simple habits to enable anybody to become effective.
Who Should Attend :Essential for all!
Key Topics: Alessandro Inventory Qualities of success Proactivity Circle of Influence Understanding SMART goals Self and task management Urgency v Importance Effective Communication Conflict Management Co-operating not competing Networking Understanding Perception
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Quality Circles2 Days (MT19)
“Is your quality circle virtuous or vicious? This programme will ensure yours is virtuous”.
About this Course:
The goal of this training programme is for participants to become familiar with ‘Quality’ concepts, and to develop skills in working together as a ‘Quality Circle’ to make quality improvements.
Who Should Attend :Those involved in making Quality improvements within their organisations through the use of Quality Circles, Continuous Improvement Teams, etc.
Key Topics : The role of Quality Circles Quality concepts and systems
including ‘Six Sigma’ and Kaizen
Operating as a team. What is critical to the
customer Measure and analyse the
problem. Generate improvement
solutions. Continuous improvement Controlling the improvement
system. Trying out ideas. Kotter’s Change Steps Implementing Improvements
The HR Foundation Course*
10 Days (HR20) or 2 x 5 days
“The Human Resources Department is, or should be a strategic partner of the business. This programme sets the scene for best practice for your HR personnel.”
About this Course:
This programme is designed to enableparticipants to gain a strong overview of the key areas of HR from ER to Recruitment and Selection, Organizational HR, Performance Management and Training. At the end of the programme attendees will be ready to put their new knowledge into practice and understand fully their particular HR area within the greater HR framework
Who Should Attend : Suitable for employees new to HR, management trainees and those making a lateral move to HR.
Key Topics : Introduction to HR HR Facets HRM and Company
Culture Understanding
Competencies, Writing Job Specifications and Job Descriptions
Writing Vacancy Advertisements
Competency Based Interviewing skills
Training, Training Needs Analysis & Evaluation
Being Assertive & Dealing with Conflict
Grievance and Discipline Procedures
Absence Management Change Management The Performance
Management Cycle
*This programme can be broken up into various modules,e.g.; Recruitment and Selection
Active ER3 Days (HR 21)
“Employee Relations is often considered to be a dry part of HR yet often times the utmost diligence skill and tact is required to implement company policy”.
About this Course :
Empower your ER personnel to be company and labour law specialists.
Who Should Attend :This training is suitable for all those who work in ER and want to hone their skills or those new to ER.
Key Topics : Ethics & Principles Sources of Ethics Making Ethical decisions Ethical Dilemmas Believe it model Case studies Listening and Active listening Non-verbal communication Questioning and paraphrasing
techniques Summarizing skills and the use
of non-verbal cues Understanding Grievance &
Discipline Difficult Interviews: Return to
work, exit interviews, disciplinary, grievance
Confidentiality Consulting Line Managers Preparing for interviews: Putting
the interviewee at ease Case studies Giving Feedback Explaining the law and company
policy in interviews The U.A.E. Labour Law
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HR for Non-HR People2 Days (HR 22)
“Sometimes HR gets a bad rap, but that’s often because line managers simple misunderstand what HR is all about, this programme remedies that perception.”
About this Course:
This programme has been designed for those in management roles who interact with HR but still fail to grasp what a modern HR function is trying to do. It provides the history, fundamentals and goals of HR so that a better understanding is reached and a more cohesive approach between departments.
Who Should Attend :New supervisors and managers, existing supervisors and managers who need a better understanding of HR.
Key Topics : The History PD v HR Modern Strategic HR HR-Speak Organisational HR HR Facets Exploring the roles of HR and
Line Managers Working Together The Psychological Contract Understanding Competence Writing Objectives Best Practice Recruitment
Process Employee Relations Using HR for difficult
interviews Performance Management Developing people Working with and using your
HR department’s help
Changing Order Takers into Salesmen
2 Days (ST23)
“Are your sales assistants passive order takers or are they vibrant interesting, enthusiastic professionals who encourage the customer to make solid buying decision, spend more and come back for more? This course will result in the latter’.
About this Course:
We have all been there, irritated by the sales assistants apparent lack of interest or conversely overbearing attempts to engage in conversation and get a sale. This programme teaches the basics of interaction with the customer, how to be a help and not a hindrance and how to give customers the buying help they need . and ensuring repeat business.
Who Should Attend :Anyone in a passive sales assistant role
Key Topics : The role of the sales assistant Key results areas of the job. Interactive Communication Doing your homework-product
knowledge. Personality types and selling. Reward. Organisation support. Ensuring the right product is
purchased Giving product choices Avoiding paralysis of analysis Features and Benefits Comparisons Assertive Questioning. Up-selling Managing your boss and
supporting the team. Healthy competition Personal action plan for
enhancing your approach.
Consultative Selling2 Days (ST24)
“This is a top-level selling programme based on a dynamic selling process flexible enough to fit any sales opportunity.”
About this Course :
The objective of the process is to assess, develop and select opportunities that will transform a potential client into a long-term business partner, and at the same time transform products/services into revenue in the most cost effective way possible.
Based on the psychology of effective decision-making, this programme also looks closely at professional account management and developing strategies and tactics to manage the complex sale.
Who Should Attend :Designed for all those sales and marketing people who want to develop powerful revenue streams, and the skills, knowledge and motivation to increase performance on a personal and business level.
Key Topics : CS Framework Prospecting Characteristics of Successful
Salespeople Developing leads Effective networking strategies The Elevator pitch Cold calling Dressing for success AIDA Assessing/Qualifying the
opportunity Setting sales objectives Strategic, customer, technical
preparation Establishing relationship Need recognition Effective questioning techniques Power of listening Overcoming objections Closing the sale
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Taking a Proactive Sales Approach to Account
Management1 Days (ST 25)
“This course builds a good foundation for professionals who need to improve their own and team’s account management skills to incorporate ways to get more business from current accounts and find new accounts.”
About this Course:
The objectives of the course is to provide a strategic plan for maximizing sales opportunities within existing accounts and offering an outline of skills essential to improving the professional. It also suggests to delegates how to improve their approach and strengthen their weaknesses.
The course begins with simple change management principles, moves on to understanding the framework of the programme in light of company’s Mission, Vision and Values and linking them to desired behaviour. It gives giving practical for enhancing their professional performance as leaders as well as communication styles and confidence. It covers key-points of sales management from setting goals to closing deals.
Who Should Attend:This course is for team leaders.
Key Topics :
Jigsaw Activity: Sales behaviour
Ambiverts: Millennial Salesmen
Vision, Mission, Values
Human Sales:The New Sales Approach
for the Millennial Generation1 Days (ST 26)
“Facebook, social media and modern technology has changed the landscape for the process of selling whatever the industry or scenario. The sales process has changed more in the last decade than in the last one hundred years. Potential buyers now have a wealth of information at their fingertips and salespeople need to make the shift from telling to consultative selling. That means shorter pitches use of social media, asking the right questions and pre-selling.”
About this Course
This programme discusses reasons for this shift gives a completely new selling paradigm and techniques to enable salespeople to align themselves with the information age and become far more effective.’
Who should Attend: Mid-level to experienced sales people.
Key Topics :
Where have all the salesmen gone?
From buyer beware to seller beware
The old ABC The new ABC Ambivert Selling Consulting not closing The consultative close Material changes v
Experiential Asking better questions
Activity: Real Play
Cross Cultural Communication
2 Days (CC 27)
“The world is becoming more and more culturally diverse and no more is this true than in the ex-pat environment of the Middle East, being able to understand and integrate with co-workers from different backgrounds is a critical skill.”
About this Course
This programme gives an insight into the mechanisms of culture so that individuals are able to understand what makes other cultures tick and how to minimize misunderstanding within the working environment and improve their own behaviour to integrate fully. The course deconstructs culture, using the widely respected works of Trompenaars and Hofstede as a foundation in correlation with engaging activities. At the end of the programme a Culture Charter is developed which can be taken back to the organisation and used as a tool to minimize cultural misunderstandings and disputes.
This is also a great compliment to any induction programme and can be tailored to include practical advice about living and working in the U.A.E.
Who Should Attend:This training will benefit everyone, but particularly managers, supervisors, team leaders and graduate trainees.
Key Topics : Deconstructing Culture Culture Boards
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Linking Behaviour to Values Getting ready for Change The Change Curve Navigator, Survivor or Victim? Comfort and stretch zones Monitoring, achieving
objectives AIDA Making appointments Appointment role play Asking questions/Active
listening Identifying customer’s, needs,
wants Features and benefits Assertiveness in sales closing
New Pitching techniques Closing Activity
Transfer of Cultural Meaning Jingoism History of Cultural Conflict Measuring Culture Individual cross cultural
misunderstandings Derdian Activity Company Culture Psychological Contract Creating a Culture Charter
16
The Service Centered Analysis Tool/Workshop 1 Day (SC29)
“Most companies know about customer service, and are very quick to provide some form of customer service training to their staff, but if a service mentality isn’t ingrained within the company culture it is a fruitless exercise. For true custo0mer service to be maintained it must be driven by the management and permeate organizational goals, processes standards and marketing messages.
About this Workshop:The SCAT Tool Workshop is a unique programme within the customer service arena, by working with top managers in a discussion forum it fully analyses the current customer service situation and then goes on to provide a clear cut action plan designed by managers to drive a customer service mentality
Role specific pre-coursework ensures that the different managers bring the correct raw data to the session for assessment. They then work through specific areas of the organisation to assess the current situation in areas of branding, goals, procedures etc.
At the conclusion of the workshop a clear blue print is written for the organisation to drive a service mentality culture. Managers are coached on how to communicate the change to their teams and prepare them for any following customer service training.
Who Should Attend:This workshop is valuable to all managers within service oriented organisations.
Department Based Pre-course work
Re-defining CS 9 Stages of CS Data capture How to use SCAT Working through SCAT SCAT Discussion
Five Stage Improvement Discussion
Looking at People Looking at Processes Customer Service Standards Customer Service Examples Customer Service Action
Plan
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Department Based Pre-course work
Re-defining CS 9 Stages of CS Data capture How to use SCAT Working through SCAT SCAT Discussion
Five Stage Improvement Discussion
Looking at People Looking at Processes Customer Service Standards Customer Service Examples Customer Service Action
Plan
High Performance Customer Service 1 Day (MT30)
“High Performance customer service ensures that the customer experience is seamless, enjoyable and creates a ‘feel good ‘factor.”
About this Course :
This programme is an advanced customer service study, it helps organisations ensure that they have minimal complaints, that front line staff are amazing service personnel, are astute, aware and ready to ensure that the customer service experience is second to none.
High Performance Customer Service drives behaviours that results in delighted customers, repeat business and referrals.
This programme explores high performance practice in customer service from the perspective of the travel business and also touches upon the modern consultative approach with clients.
Key Topics:
Customer value chainIdentifying CustomersCore Service/ Customer ServiceCore service and associated servicesThe modern day customerExpectations VS realityExceeding expectations and delighting customers
Barriers to delivering serviceOvercoming barriersValue of Managing Customer
Vocal deliveryNon-verbal communicationImpression managementDealing with difficult situationsRole play
Exploring angerYour Emotional and Social Intelligence
Managing ResistorsAssertive, Aggressive, PassiveUnderstanding complaintsUsing complaints as an opportunityDealing with Difficult customers
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Key Topics:
Customer value chainIdentifying CustomersCore Service/ Customer ServiceCore service and associated servicesThe modern day customerExpectations VS realityExceeding expectations and delighting customers
Barriers to delivering serviceOvercoming barriersValue of Managing Customer
Vocal deliveryNon-verbal communicationImpression managementDealing with difficult situationsRole play
Exploring angerYour Emotional and Social Intelligence
Managing ResistorsAssertive, Aggressive, PassiveUnderstanding complaintsUsing complaints as an opportunityDealing with Difficult customers
Emotional Intelligence 1 Day (EQ31)
Every business person knows a story about a highly intelligent, highly skilled executive who was promoted into a Leadership position only to fail at the job. And they also know a story about someone with solid-but not extraordinary intellectual abilities and technical skills who was promoted into a similar position and then soared.
About this Course :
It's not that IQ and technical skills are irrelevant. They do matter, but mainly as "threshold capabilities"; that is, they are the entry-level requirements for executive positions. Research, along with other recent studies, clearly shows that emotional intelligence is the essential skill of leadership. Without it, a person can have the best training in the world, an incisive, analytical mind, and an endless supply of smart ideas, but they still won't make a great worker or leader
This programme introduces delegates to the key facets of EQ analyses their EQ score and helps them to set strategies to improve their interactions within the workplace.
Key Topics:
Introducing Emotional Intelligence Identifying positive and negative Behaviour Definition of E.Q. Understanding Emotions Behaviours of High E.Q. Leaders Understanding and Improving E.Q E.Q. Questionnaire The 5 Areas of E.Q The Intrapersonal Realm The Interpersonal Realm The Adaptability Realm The Stress Management Realm The General Mood Realm Model of Relationship Management Empowering Teams The Pyramid of Affective Meaning
Philip Geatches: Managing Director/Senior Consultant
Philip has spent over fifteen years in the region including Dubai, Abu Dhabi, Doha and Riyadh.
He is a qualified psychometric assessor, and has operational experience as a consultant, coach, trainer/materials developer, teambuilding leader, talent manager, assessment and development centre, learning and development manager and recruitment advisor and interviewer.
He has a Masters in HRM and is CIPD qualified.
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