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Primer
& Bite-size Program Catalogue
>> INTRODUCTION
Maximizing Your
Staff Productivity
The people in any organization play the
core and integral role. Without the support
of competent high performing individuals,
no business can reap the harvest of their
processes or products. People are the
organization’s greatest asset. It is therefore
of utmost importance to ensure that we
have our people equipped with the right
skills and knowledge. The organization has
to ensure that it provides relevant
opportunities for the employees to develop,
and elevate their competencies. In this
way, their contributions can be maximized
to achieve profitable and sustainable
business growth.
In this fast-paced world, it is critical to stay
relevant and competitive. However, it is no
surprise that organizations are challenged
by their arch nemesis – time – running
against them. Often they are faced with
the tight constraints of time leashed
around the neck of productivity.
Many business minds would agree that the three pillars
anchoring the success of any organization are the people,
the processes and the products. However, in order for the
products and the processes to thrive, we need to ensure
that we have the right people with the right competencies
for the right job.
WH
Y P
RIM
ER
& B
ITE
-SIZ
E?
There is limited flexibility for staff or the
management team to have valuable days
away from their duties, responsibilities and
projects. Training should aid in boosting
productivity, not hinder it. We believe that
continuous learning will be the way
towards a successful individual, an
effective leader, a champion team and a
sustainable, flourishing business.
2 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A L O G U E
INTRODUCTION << W
HA
T T
O E
XP
EC
T? PRIMER (1 Day)
Highlights on key areas
Creates mindset awareness of
the topic
Insights to the relevant
concepts and models
Focuses on useful techniques
Practical tips
Immediate application and
takeaway of tools
BITE-SIZE (0.5 Day)
Highlights on key areas
Creates mindset awareness of
the topic
Insights to the relevant
concepts and models
Concise Structure
Focused subject matter
Addresses current issues
relevant to your organization
Selected by you to meet
particular needs of your staff –
resulting in less knowledge
duplication
Easily developed into a
comprehensive program of
training
Shorter Sessions
(only 4 hours – 8 hours)
More digestible and
manageable chunks
Reduced information overload
Increased information retention
(distributed learning)
Minimal time away from the
day job, less disruptive
WHAT ARE THE BENEFITS?
3
>> METHODOLOGY
Achieving Long-Lasting
RESULTS for YOU
With time and training effectiveness in mind,
we have designed this list of programs with
workplace issues that we know are of
greater significance to you. We aim to offer
our participants the chance to learn more
effectively over a much shorter period of
time, removing the need for travel, reducing
costly down-time away from work and
bringing a tightly focused approach to skills
development.
OUR APPROACH
ILS believes in producing sustainable results
through our effective development
interventions. We take a diagnostic
approach towards prescribing effective
training solutions for our clients. Our range
of programs is not just theoretical but also
experiential and interactive with focused,
ready-to-use, and easy to apply solutions so
that our participants can effectively transfer
learning into the workplace.
Achieving RESULTS is the ultimate aim. We at ILS
understand your business needs and your challenges.
This is why we have specially designed this series of
Primer (1 Day) and Bite-size (0.5 Day) programs to
cater to you.
WH
AT
IS T
HE
GO
AL?
OUR METHODOLOGY
We do not train people as much as we
enable learning to take place. We use
innovative combinations of instructional
methods in a highly interactive and
participative environment to help
participants learn without the boredom of
lecture style delivery. Participants will
benefit from an informal, enjoyable learning
atmosphere facilitated by our experienced
trainers.
Our ILS Performance Model™ that consistently
drives and grows results for our clients.
4 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A L O G U E
5
In ILS, we believe in sustainability and in continuous improvement. Special toolkits and instruments which
serve as ready-to-use takeaways for some of the Primer sessions are designed to help participants beyond the
training hours. This will aid in retention, application of knowledge on the job, and internalization for
development of the skills into new habits.
METHODOLOGY <<
Ou r P r o g r a ms
Aligned Objective Setting
Basic Facilitation Skills for Leaders
Coaching for Performance
Creates a Compelling Focus
Cultivates Traits of EI Leadership
Delivers Results through People
Effective Delegation
Empowerment & Motivation
Influential Leader
Introduction to Project Management
Introduction to Strategy
Leads Change & Improvement
Leading People
Leading Teams
N D I V I D U A L P E R F O R M A N C E
DE
LIV
ER
Y
Creative facilitation
techniques to meet
different learning styles
Energizers for the
teams
LE
AR
NIN
G
Macro discussions
Sub-group discussions
Peer group sharing
Learning activities
(Primer)
Experimentation
techniques (Primer)
RE
TE
NT
IO
N
Journaling
Easy to apply tips
Immediate application
Transfer of learning
through action planning
(Primer)
Sharing of success
stories
Self-reflection
Reflective learning
6 Achieving Personal Effectiveness
Core Negotiation Skills
Effective Business Writing
Effective Communication Skills
Effective Meeting Skills
Email Etiquette – Netiquette
Emotional Intelligence
Employeeship
Interaction Styles & Feedback Skills
Learning & Personal Development
Managing & Engaging Gen Y
Managing Conflicts
Presenting with Impact
Problem Solving & Decision Making
Telephone Techniques
The Power of First Impressions
Time & Stress Management
Unleash Your Creativity
Using Assertiveness Effectively
E A D E R S H I P E F F E C T I V E N E S S
7
8
9
10
11
12
13
14
16
17
18
19
P a g e P a g e
15
20
21
22
A Complaint is a Gift
Customer First Service
Customer-focused Selling Skills
Engaging Cohesive Teams
Handling Difficult People
Networking Skills
Sales for Non-sales People
Service Recovery Excellence
Telephone Selling Skills
Teamship
Teamwork Skills
T E A M Y N E R G Y
ALES & S ERVICE E XCELLENCE
23
24
25
22
P a g e
26
27
15
>> PROGRAMS
Achieving Personal Effectiveness
Personal effectiveness skills are critical in
preparing each individual worker for tomorrow’s
challenges. And as empowered workers take on
more responsibilities and accountabilities, he/she
will need to take personal responsibility to develop
skills for personal and career development to meet
the changing needs of the organization.
This program helps participants focus on the
development of life skills that are required for an
effective individual. It focuses on self-knowledge,
self-development and maintaining a balance
between work and personal responsibilities.
BENEFITS
• Increase self-awareness through the discovery
of personal values, qualities, abilities, interests
and aptitudes
• Identify personal goals and align job needs and
expectations according to the current
environment and align self-goals and
organizational goals
• Increase awareness of work-life balance
Discovering Thyself
Establishing Personal Goals & Priorities in Life
My Organization & Me
Aligning Responsibilities & Roles to Organization
Maintaining Work-life Harmony
BITE-SIZE (0.5 Day)
Discovering Thyself
Establishing Personal Goals & Priorities in Life
My Organization & Me
Aligning Responsibilities & Roles to Organization
Maintaining Work-life Harmony
Striking the Balance
Managing Personal Finance
PRIMER (1 Day)
6 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A L O G U E
Core Negotiation Skills
Introduction to Negotiation
Key Success Strategies
The Preparation
Creating a Win-win Situation
BITE-SIZE (0.5 Day)
Introduction to Negotiation
Key Success Strategies
Different Approaches
The Preparation
Identifying Your Hot Buttons
Research Preparation
Facing the Challenge
Collaboration & Maintaining Focus
Fostering Relationship
Creating a Win-win Situation
Creating a Sustainable Agreement
Gaining Consensus
PRIMER (1 Day)
Negotiation is a key tool that all of us use at
different points of our lives. At the workplace,
negotiation plays a vital role in eliminating
misunderstandings. Disagreements, conflict of
interest and clashing work styles are some
examples of how workplace productivity can be
affected. Conflicts are inevitable and must be
resolved. Mastering the art of negotiation will
definitely ease and solve such situations
effectively. Effective negotiation skills can also
enhance communication and enable one to
provide better results through effective
interactions. This program will guide participants
with the fundamentals in understanding the basic
concept of negotiation and also equip them with
tips and techniques to prepare, respond and
create win-win solutions.
BENEFITS
• Understand the basic principles of negotiation
• Tips on preparing for negotiation
• Gain techniques on maintaining composure
when situation gets heated
• Create win-win situations
PROGRAMS <<
Effective Communication Skills
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
7
Effective Business Writing
Countless business professionals are not trained
writers, yet they are expected to write every day,
producing reports, proposals, emails, memos and
letters that communicate a great deal about
themselves and their employers. Many do not feel
comfortable writing, and worry that the impression
they are making on clients and co-workers is
anything but positive. As the pace of business
increases, people have less time and inclination to
read intricate correspondences. Also, they often
have more to read and write as emails continue to
replace the phone in the workplace. Consequently,
people need to put their ideas across in a fashion
that is clear, precise and concise to save time for
both themselves and their reader.
BENEFITS
• Understand the principles and essential
characteristics of good business writing
• Identify and avoid the common errors in
business writing
• Express ideas to suit the reader and purpose
• Organize facts and ideas logically and
effectively
Principles of Effective Business Writing
Making Writing Compelling
Proof-reading
Variations of Business Letters
BITE-SIZE (0.5 Day)
Role of Business Writing
Principles of Effective Business Writing
4Cs of Business Writing
Authorship Intention & Readership Interpretation
Relevancy & Accuracy
Making Writing Compelling
Pitfalls to Avoid
Proof-reading
Variations of Business Letters
PRIMER (1 Day)
Communication is the heart of every organization.
Everything you do in the workplace results from
communication. When we read, write, speak and
listen, it is because we have a thought, idea or
feeling that we want to share or understand with
someone.
Powerful communication techniques are vital for
anyone who needs the approval of others to achieve
results. You need to influence both colleagues and
clients to achieve your own and your organization’s
goals. The way you communicate has a big impact
on your ability to get on with people and stimulate
others to take action to achieve your goals. Good
communication skills can help you to avoid conflict
and to solve problems.
BENEFITS
• Identify communication styles of self and others
• Increase the dynamics of communication and
presentation styles
• Identify the major barriers to effective
communication and overcome them
• Appreciate non-verbal communication and be
able to interpret basic body language
The Dynamics of the Communication Process & Its
Barriers
Applying the 3Vs & the Appropriate Channels for
Impactful Communication
Developing a Personal Communication Style Profile
Recognition Techniques & Adaptation to Different
Communication Styles
The Dynamics of the Communication Process & Its
Barriers
Applying the 3Vs & the Appropriate Channels for
Impactful Communication
Developing a Personal Communication Style Profile
Acquiring Intelligence of Body Language & Interpreting
the Meanings Behind Them
Strategies to Tailor Communication Styles & Messages
to Maximize Communication Effectiveness
>> PROGRAMS
8 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A L O G U E
Effective Meeting Skills
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Email Etiquette - Netiquette
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
In this time and age, our first contact with many of
our business clients and even people within our
organization will often be through email. In fact,
while you may never have met them face-to-face,
you might well end up having a productive ongoing
virtual relationship with them for several years. It is
true that all of us have our very own writing styles.
However, authorship intention and readership
interpretation are two very separate issues
altogether. There are certain rules that all of us
should abide by to ensure that our emails are
warmly and productively received with the least
probability of misinterpretations. There are certain
important conventions that all of us should be
aware of and must keep in mind when composing
email messages. If you were a novice, it is time to
become a professional now.
BENEFITS
• Gain an insight to the DOs and DON’Ts in email
etiquette
• Understand the importance of practicing good
email etiquette
• Immediately applicable tips on drafting a
professional email at the workplace
Executives and managers often lament that meetings
are inefficient and produce disappointing results.
Meeting participants frequently cannot reach
agreement, make decisions, or reconcile differences.
As a result, meetings leave team members doubting
their team’s ability to reach its full potential.
Successful and effective meetings increase productivity
and build relationships. Every member of a meeting
needs to have a fundamental understanding of the
factors that lead to meeting effectiveness. This
program focuses on the dynamics of group
interactions, as well as the tactical duties of
conducting a meeting.
BENEFITS
• Establish expected outcomes, and set and evaluate
goals for meetings
• Identify the criteria for effective meetings and
recognize the concept of shared meeting leadership
• Demonstrate effective leadership behaviors as
dictated by the needs of the meeting
• Demonstrate skills to overcome hindering
behaviors
• Apply the tools that help facilitate effective
meetings, such as flip charts and note-taking
The Value of Effective Meetings
Planning for Productive Meetings
Strategies for Executing Effective Meetings
Facilitation Tips & Techniques to Make an Impact
The Characteristics of Effective Team Meetings
Pitfalls to Avoid
Hindering Behaviors
Collaborative Decision Making Techniques
Planning & Preparing Successful Meetings
Applying Impactful Meeting & Facilitation Skills
An Overview of Email Etiquette
Be the ‘One-stop’ for Information
Mind the ‘P’s & ‘Q’s
Picture-perfect Email Before Sending
An Overview of Email Etiquette
Be the ‘One-stop’ for Information
Boilerplate Answers to FAQs
Mind the ‘P’s & ‘Q’s
Personal Touch
Picture-perfect Email Before Sending
Avoid Deal Killers
Practical Tips
PROGRAMS <<
9
Emotional Intelligence
Often we underestimate the value of knowing our
emotions. We are so focused on expanding our
intellectual capabilities that we overlook the
fundamentals in relationship management within
our workplace. Possessing emotional intelligence is
the key. Emotional intelligence is essential for our
daily living, particularly as it affects our
relationships with people. As individuals working
with other people, it is necessary to sharpen our
emotional tools to possess a higher sense of
awareness and be emotionally intelligent to produce
mutually beneficial results.
BENEFITS
• Understand the importance of emotional
intelligence in daily living and in the workplace
• Achieve greater personal effectiveness through
self-management tools and techniques
• Harness the social and emotional potential of
teams to improve performance
An Overview of EQ
Traits & Characteristics of High EQ
Self EQ Management
Impulse Management
Emotional Recognition & Responses
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Key Elements of Employeeship
Responsibility, Loyalty & Initiative
Productivity & Quality of Relations
Key Elements of Employeeship
Responsibility, Loyalty & Initiative
Productivity & Quality of Relations
The Employeeship Person
Employeeship in Your Company
Employeeship Systems & Policies
Implementation
Success in corporate life is in big part about
mobilizing and focusing the energy of all employees to
ensure the success, survival and growth of the
company. This program provides great inspiration on
what it takes for both managers and staff to develop
that special atmosphere of commitment we call
Employeeship. Employeeship is an optimum
organizational culture where management and staff
both share the responsibility for success and failure –
and join efforts to achieve the best results they can.
The successful or unsuccessful results of an
organization are not just management's responsibility.
Only the cooperation between Management and Staff
can ensure the achievement of the company's goals.
The mutual goal is achieved only when everyone in
the company brings out the best in themselves.
BENEFITS
• Increased productivity through a shared vision and
goal
• Improved internal and external relations through
better communication
• Better alignment of expectations
Employeeship
An Overview of EQ
Traits & Characteristics of High EQ
Self EQ Management
Impulse Management
Social Awareness & Relationship Building
Focused Listening
Empathy
Successful Relationship Management
Communicating with Flexibility & Authenticity
PROGRAMS <<
Interaction Styles & Feedback Skills
One of the most important communication skills is
learning to make the most of the small windows
offered for you to exchange feedback on something.
Feedback is critical for both the individual’s and the
team’s growth and development. It is a great way to
learn what you need to focus on to perform better,
and also opens the door to fruitful discussions and
effective problem solving. A highly aware Self-leader
has more opportunities to model excellence and
demonstrate the behavioral flexibility to be especially
good at working with both individuals and teams.
Your ability to match and adapt will increase the
chances of engaging in a more productive, rewarding
communication which will increase trust in the
workplace.
BENEFITS
• Discover own preferred behavioral style and its
corresponding strengths and weaknesses
• Recognize and appreciate the four behavioral
styles – for understanding a variety of
intra/interpersonal styles of communicating
• Match and adapt to different behavioral styles to
achieve workplace harmony
• Identify guidelines for giving and receiving
feedback
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Understanding Behavioral & Communication Styles
Learning Your Style
Working with Different Styles
Giving Feedback Effectively
Receiving Feedback
Evaluating Before Responding
Understanding Behavioral & Communication Styles
Learning Your Style & Its Associated Characteristics
Working with Different Styles
Applying Style Knowledge During Interactions
Giving Feedback Effectively
Action Initiation Vs Suggestions
Receiving Feedback
Evaluating Before Responding
Keeping It in Perspective
Learning & Personal Development
Taking Responsibility of Personal & Professional
Growth
Importance of Lifelong Learning
Applying Knowledge, Skills & Aptitude
Recognizing the Relevance in a Global Context
Taking Responsibility of Personal & Professional
Growth
Development Needs Identification
Applying Knowledge, Skills & Aptitude
Learning – A 2-way Highway
Recognizing the Relevance in a Global Context
Effective Approaches to Work with a Diverse Workforce
The globalization phenomenon has caused
economies around the world to evolve continuously
and rapidly. Research has shown that there is a
shift towards more highly skilled jobs. In response,
employees need to adapt quickly to acquire higher
level skills to remain employable and to add value
to what they can contribute to their organization.
In other words, it is necessary for one to
continually improve and upgrade oneself in order
to remain relevant and employable. This program
prepares participants to stay relevant in a fast
changing workplace through continuous learning
and growing.
BENEFITS
• Appreciate the need for personal and
professional growth
• Take responsibility for growth and development
through lifelong learning
• Apply or transfer knowledge and skills learnt
from one situation to another
• Evaluate implications of global competitiveness
on one’s job and adapt to changing job
conditions and expectations
10 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
>> PROGRAMS
Managing & Engaging Gen Y
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
The Characteristics of Gen Y & How They Impact
the Workplace
Gen Y Turn-ons & Turn-offs
Harnessing the Strengths of Gen Y & Managing
Their Shortcomings
Keeping Gen Y Engaged & Productive at Work
Three generations are now in the workplace, and the
youngest – Generation Y (Gen Y) – are making their
mark. What makes Gen Y different from other
generations? What most influences Gen Y? What
allures them? How can we better communicate with
them? What shapes this generation?
The trick is to understand that connecting and
working with Gen Y workforce is a significant
dimension of what is needed for success in the
workplace today. The challenge is getting managers
from earlier generations to understand Gen Y by
exploring differences in expectations, assumptions and
language use; then using this knowledge to increase
effectiveness of the young employees, teams and
organizations.
BENEFITS
• Better understand the characteristics, attitude,
needs, and wants of Generation Y
• Appreciate the strengths and weaknesses of Gen Y
• Learn proven ways to enhance relationship with
Gen Y employees
• Acquire effective communication techniques to
effectively engage Gen Y employees
The Characteristics of Gen Y & How They Impact
the Workplace
Gen Y Turn-ons & Turn-offs
Harnessing the Strengths of Gen Y & Managing
Their Shortcomings
Time-tested Methods to Attract & Retain Gen Y
Employees
Strategies to Groom Young Talents to Become the
“Employee of Choice”
Managing Conflicts
Causes & Impact of Conflict
Micro Skills in Conflict Management
Conflict Resolution Strategies
Choose Your Win/lose Position Tactically
Causes & Impact of Conflict
Using LECSR to Resolve Conflict
Other Ways to Resolve Conflict
Setting Norms & Rules
Using Facilitation or Mediation
Conflict Resolution Strategies
Choose Your Win/lose Position Tactically
While conflicts are inevitable in organizations,
teams frequently immersed in conflict situations
tend to have lower morale levels, lower
productivity, higher turnover and more employee
burn-out. Thus, it is essential that conflicts are
managed effectively to prevent unnecessary
unhappiness and drop in productivity. There are
two major myths about conflict: that it always
involves anger and that it's always negative.
Conflict can actually be a positive tool for growth if
you know how to manage it properly. This
program will teach participants how to do just
that.
BENEFITS
• Recognize the various conflict resolution styles
and when to use them
• Learn and apply effective interaction skills to
manage conflicts
• Develop confidence in ability to manage
conflicts to enhance productivity and
performance
11
PROGRAMS <<
Problem Solving & Decision Making
Identifying the Need for Creative Problem Solving &
Sound Decision Making
Anticipating & Identifying Problems
Describing & Assessing the Impact
Problem Analysis Tools
Generating & Evaluating Alternative Solutions
Evaluating the Values & Impact of Selected Ideas as
Possible Solutions
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Identifying the Need for Problem Solving & Decision
Making
Anticipating & Identifying Problems
Describing & Assessing the Impact
Common Tools to Generate & Evaluate Alternative
Solutions
Today’s competitive business world requires
innovative solutions to many of our daily problems.
To survive in the knowledge-based economy of the
new millennium, the workforce will have to be
relied upon to solve problems as they arise in the
field. The emergence of self-directed teams is also
moving employees closer to the point where quick
decision making is crucial. When faced with
workplace challenges, employees will have to use
creative skills to think out of the box as well as
methodical process skills to derive the optimum
solution from among plentiful alternatives. This
program provides the basic skills to enable
employees to become more effective and
productive human resources for the organization.
BENEFITS
• Anticipate, scope and analyze a problem
• Apply analytical thinking on work challenges
• Apply decision making techniques to evaluate
options and their respective impact on the
organization
12 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
Presenting with Impact
PRIMER (1 Day)
HOW you say it matters more than WHAT you say.
The need to present ideas and messages with
impact, conviction and control cannot be
overemphasized. Excellent presentation can
elevate an individual’s profile and advance his
growth in the company. However, many have an
inherent fear when it comes to speaking in front of
an audience. This program will aid participants in
delivering the message to both internal and
external clients effectively and increase their
influencing power, whether they are persuading,
educating or informing.
BENEFITS
• Plan, prepare, and design effective
presentations
• Manage presentations successfully
• Gain rapport building skills
• Exhibit more professional and effective
presentations
Planning Phase
Audience Analysis
Tips on Content Organization
Useful PowerPoint Tips
Delivery Improvement
Making an Unforgettable Presentation
Planning Phase
Analysis of Situation, Audience & Environment
Content Organization
Powerful PowerPoint Tips
Impactful Handouts
Verbal & Non-verbal Interaction
Delivery Improvement
Making an Impressive & Unforgettable Presentation
BITE-SIZE (0.5 Day)
Telephone Techniques
The Power of First Impressions
Everyone forms an opinion of the other person
within the first minute of a meeting. This opinion
can either make or break your chance at a great
opportunity. As the infamous quote goes: “You
never get a second chance to make a first
impression”. First impressions are powerful and
crucial as they have the ability to create a positive
role in the minds of new people we meet. The
power of influence starts with your first impression.
BENEFITS
• Understand the importance and impact of first
impressions
• Develop a sense of self-awareness
• Learn and apply effective interaction skills to
create a powerful, positive first impression
• Identify and understand social mannerisms
An Introduction to a Double-edged Sword
Maximizing Your Vocals
Person Vs Phone
7-step Reinforcement
Tips on Handling Challenging Calls
BITE-SIZE (0.5 Day)
An Introduction to a Double-edged Sword
Maximizing Your Vocals
Person Vs Phone
7-step Reinforcement
Tips on Handling Challenging Calls
Ending with a Positive Impact
Offering Alternatives
PRIMER (1 Day)
Impact of First Impressions
Mechanisms of First Impressions
90/90 Rules
Perception Management
The 3Vs of Forming First Impressions
Social Etiquettes Mannerisms
Techniques Experimentation & Observation
Feedback & Critique Session
Impact of First Impressions
Mechanisms of First Impressions
Perception Management
The 3Vs of Forming First Impressions
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
>> PROGRAMS
With the rise in customer’s expectations, the
telephone has become a very important
communication tool. It serves as the initial service
touch point for many organizations today. Many a
time, first impressions are carved out of the very first
phone call. Customer-focused organizations know
that a courteous and friendly attitude opens the door
to successful communication with the customers.
Customers want to feel that they are being listened to
and that their needs are being taken care of from the
moment they make the call to the time the call ends.
It is therefore much more challenging as
professionalism, sincerity and even a simple smile
has to be conveyed through the telephone without
being physically present. The real challenge is to
move towards exceeding customer needs – to deliver
the unexpected and to give satisfaction every time.
BENEFITS
• Understand the importance of projecting a
positive image of self and organization over the
phone
• Identify the different types of callers and their
needs
• Gain tips on projecting voice professionally
without sounding stern and rude
13
Time & Stress Management
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Unleash Your Creativity
Today’s environment demands innovative
solutions. In many situations, we face complex
problems that often require creativity and problem
solving skills. Our ability to oversee projects,
deploy resources, develop new businesses and
products can be greatly enhanced through
creativity. This program focuses on some of the
psychological attitudes we possess that influence
our creative potentials and abilities, some of the
obstacles to creativity and how to remove them.
Ultimately, participants will gain a fresh
perspective on how to improve personal
performance and achieve success through
creativity.
Remember! All of us are CREATIVE!!!
BENEFITS
• Recognize the need to be creative
• Apply out-of-the-box thinking strategies
• Cultivate behaviors that encourage creativity
An Overview of Creative Thinking
Problem Identification & Classification
Rational, Analytical Thinking vs. Intuitive, Creative
Thinking
Unleashing the Creativity from Within
Principles of Creativity
Encouraging Creativity
Techniques & Tips to Overcome Creativity Barriers
An Overview of Creative Thinking
Unleashing the Creativity from Within
Principles of Creativity
Encouraging Creativity
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
PROGRAMS <<
We work in a competitive environment where
stress is part of our lives. People in successful
organizations often become very successful
themselves, as they gain the rewards of
contributing to their organization’s success.
However, success comes with a price – the long
hours and high stress. Experts agree that the
right amount of pressure fuels performance,
health and personal satisfaction. This program
will show how you can manage time and stress
effectively and use the positive effects of stress to
help you to perform even better at work.
BENEFITS
• Recognize main sources of stress and its
symptoms
• Identify ways to take personal responsibility
• Enhance work performance by managing the
negative effects of stress
• Achieve more with limited time
• Prioritize work tasks and manage people
• Gain quick applicable tips to de-stress and
manage time effectively
Common Signs & Symptoms of Stress
Identifying the Types of Stressors
Common Strategies for Stress Management
Make Time Work For YOU!
Prioritizing Tasks
Setting Realistic Goals
Common Signs & Symptoms of Stress
Your Current Stress Profile
Identifying the Types of Stressors
Trade Secrets to Stress Management
Make Time Work for YOU!
Prioritizing Tasks & Effective Delegation
Setting Realistic Goals
Personal Action Plan
14 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
>> PROGRAMS
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Using Assertiveness Effectively
How does it feel like to be able to enjoy your rights;
express your feelings; ask for what you want and
state your views with the endorsement and support
from the people around you?
All cooperative actions are dependent upon
effective communication, and our daily lives are
filled with one communication experience after
another. Through effective communication,
members of groups achieve understanding of one
another, build trust, coordinate their actions, plan
their strategies, agree upon division of labor, and
conduct all group activities.
BENEFITS
• Gain a new and deeper insight on dimensions
that you don’t normally see yourself
• Apply practical action steps to POWER-UP your
assertiveness mind-set and heart-set
• Own the most powerful assertiveness
techniques in handling difficult people and
situations for better performance
PRIMER (1 Day)
15
Passive, Aggressive & Assertive Communication
Building Your Assertive Communication Skills
Dealing with Challenging Conversations
The 3Vs of Assertiveness to Different People in
Different Situations
Passive, Aggressive & Assertive Communication
Building Your Assertive Communication Skills
Dealing with Challenging Conversations
The 3Vs of Assertiveness to Different People in
Different Situations
Applying the Right Choice of Words
Non-verbal Assertive Communication
Applying Techniques in Different Scenarios with
People of Different Authorities & Personalities
Aligned Objective Setting
Objective setting is an important skill for a leader
who is trying to influence the behavior of employees.
It can help motivate employees if the objectives set
are desirable and achievable. The course focuses on
the personal skills of the leader to convert an
administrative task into a motivational tool.
Motivation is important because it is the
psychological catalyst employees require to reach
the objective. Without objective setting and the
necessary motivation for goal attainment, businesses
are without purpose or direction.
BENEFITS
• Understand the implementation of performance
management cycle
• Identify and write relevant objectives in a SMART
format
• Communicate objectives related to performance,
behavior and development effectively
• Acquire the necessary skill to conduct a
performance review
Identifying Relevant Objectives
Using the SMART Format for Performance & Behavioral
Objectives
Ensuring Alignment with Business Objectives
Linking Objectives & Motivational Drivers
Making Sure Objectives “Come Alive” During the Year
Giving & Receiving Feedback
Conducting the Year-end Performance Review
Basic Facilitation Skills for Leaders
PROGRAMS <<
PRIMER (1 Day)
PRIMER (1 Day)
Coaching Others to Achieve Results
Benefits of Coaching
Coaching Roles & Responsibilities
Coaching Critical Skills
Dynamic Questioning
Active Listening
Giving Feedback
Reinforcing 7 Development
Objective Setting
The Solution-focused Approach in Coaching
Problem-based Focus vs Solution-based Focus
Benefits of Solution-focused Approach
The F.O.C.U.S. Model
Personal Action Planning
As leaders, you need to deal with both challenges and
opportunities. While you are focusing on how to
successfully engage your team to achieve your
organizational objectives, you also have to deal with the
consequences of missed targets, project failures and
employee conflicts. In order to handle these
challenges, leaders often take up the role as a coach to
help, support and provide guidance to their employees.
The truth is the benefits from the day-to-day coaching
and mentoring provided by managers and leaders are
too important to be left to chance! For coaching and
mentoring to realize its full potential, it requires a well-
defined formal process, a support structure, and valid
tools to ensure reliability, sustainability, and broad-
based successful impact. Leaders, managers,
supervisors and team leaders all need to become adept
at the newly defined role of the coach and/or mentor.
Today, these newly defined roles are increasingly
central to the overall successful functioning of the
contemporary manager.
BENEFITS
• Engage a positive flow of coaching conversations to
achieve results
• Adopt a solution-focused approach that expands
possibilities, solutions and achievement through
engaging coaching conversations
• Structure a coaching session using the F.O.C.U.S.
model
Coaching for Performance
16 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
Great players do not necessarily make good coaches.
Many companies need line managers or technical
staff to conduct training because of their subject
expertise. However, the ability to impart know-how
and skills effectively requires more than subject
knowledge. Adult learning requires a degree of
facilitation that is beyond teaching and lecturing.
This program will help leaders to acquire a set of
skills to effectively enable their teams to assimilate
know-how and learn skills in the context of their own
job environment.
BENEFITS
• Identify the characteristics of adult training
• Utilize proven methods to enhance participation,
maintain interest, and facilitate the group’s
progress during training sessions
• Promote learning and skill acquisition through the
use of questions, reinforcement and feedback
• Increase the effectiveness of training activities
with clear instructions and appropriate closure
• Learn techniques to present information and focus
on topics effectively
Fundamental Principles of Facilitation
The Role of the Facilitator
The Nature of Presentation
The Knowledge Equation
Facilitation On-the-job
Seven Laws of Adult Learning
Organizing a Facilitation Session
Planning the Presentation
‘COOL’ Behaviors in Facilitation
Facilitation Techniques
Techniques to Promote Discussion
Behaviors to Encouraging Participation
Effective Listening
PROGRAMS <<
PRIMER (1 Day)
PRIMER (1 Day)
17
What does it take to be a successful visionary
leader? Why does a leader require vision? Vision is
important to a leader because it is imperative for
your organization to frequently reassess the present
and the future, particularly since change is
constant. As a leader, you need to periodically
adjust the direction in which you lead your
subordinates.
You can be a visionary leader at any organizational
level – not just at the top levels. Your vision does
not have to be original or brilliant; however, it must
be a well-developed, sound, and realistic
conception that rallies organizational members
everyday towards specific objectives.
BENEFITS
• Interpret and appreciate organizational vision
• Create departmental vision that is linked to the
organizational vision
• Identify what makes a compelling vision
• Demonstrate skills in making the organizational
vision compelling to team members
Creates a Compelling Focus
What is Emotional Intelligence
The Role of Emotional Intelligence in Leadership
Emotional Intelligence in Leadership
The Five Domains of Emotional Intelligence
Self-awareness
Self-management
Self-motivation
Empathy
Social Skills
The Applications of Emotions to Communication &
Results
The Non EI Leader
The 6 Leadership Styles
The Leadership Styles Palette – Choosing the Right
Style for the Situation
Cultivates Traits of EI Leadership
Purpose & Challenges of Leadership
Challenges as a Leader
Definition of Leadership
Purpose of Leadership
Providing a Compelling Vision
Why Vision is Important
Characteristics of a Compelling Vision
How to Create a Departmental Vision that is Aligned
to the Organization’s Vision & Mission
Formulating a Strategy to Realize the Vision
The Importance of Crafting a Strategy
Understanding the Whole and Aligning the Parts
What to Focus on and What to Let Go
Creating Goals and Objectives to Realize the Vision
Enlisting Others towards the Collective Vision
Answering the WII-FM Questions
Aligning Individual Aspiration to the Collective Vision
The pace of change in today’s business environment
requires leaders and employees who are adaptive, work
effectively and share the need to make a profit. What
is expected from a leader is to create results through
the people he leads. In order to achieve his purposes,
a leader has to bring out the best in his people by
working effectively through emotions. The emotional
aspects of leadership have a great impact on the
organizational climate and the achievements of groups
and organizations.
However, studies have shown that around 70% of
employees feel that their superiors do not spend
enough time communicating with them. This could
further lead to poor relations between employees and
their superiors, resulting in a negative workplace
environment. This program will help participants
understand the domain of Emotional Intelligence and
use it to communicate positively at the workplace.
BENEFITS
• Realize that leading through emotions can have a
dramatic impact on business results
• Become aware of the importance of Emotional
Intelligence skills for effective leadership
• Recognize different leadership styles, their likely
impact and the situations in which particular styles
are more effective
>> PROGRAMS
PRIMER (1 Day)
PRIMER (1 Day)
18 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
Delivers Results through People
Effective Delegation
Delegation is one of the hardest skills for a
manager to master. Effective delegation reduces
your workload and develops employee skills.
Delegating prepares employees to be able to
handle greater responsibilities and simultaneously
allows the manager or supervisor to focus on other
priorities within the organization. Knowing the
why, when, what, who and how of successful
delegation will help team members make sound
choices and transform those choices into desired
actions and outcomes that contribute to their
personal growth, success of the team and greater
organizational results.
BENEFITS
• Better use of resources tapping on the strength
of individuals
• More balanced and better distributed
workload, so people do what they do best
• Greater commitment from individuals and
recognition of their contributions
What is Delegation?
Importance of Delegation
Benefits of Effective Delegation
Defining Responsibilities
Who Does What, by When
Picking the Right Person
Golden Rules on Effective Delegation for Managers &
Staff
The Delegation Meeting
Levels of Authority
Obstacles from Managers, Personnel & Organization
Monitoring Delegation
Practicing Delegation
Rewarding the Contribution of Others
Expectations of Today’s Leaders
Roles & Responsibilities of a Manager
Getting the Work Done through Others
Clarifying Performance Expectations
Articulating Behavioral & Results Expectations
Drawing the Boundaries
Setting Goals & Objectives
Monitoring & Feedback
Giving Positive Reinforcing Feedback
Giving Constructive Feedback
Providing Periodic Performance Reviews
Becoming a High-performing Leader
Developing a Teaming Road Map
There is always pressure for leaders to achieve
team performance targets as a leader is
ultimately judged on the basis of work done and
results achieved. This is because team
performance is always linked with meeting
organizational goals. Performance Management is
a systematic process of evaluating the
performance of employees and to understand
their abilities for career progression and
development. It also enables employees to meet
their goals and improves the relationship
between employees and their superior. In short,
performance management is the key to aligning
employees, managers and organizations alike in
delivering results and meeting strategic
objectives.
BENEFITS
• Understand the critical factors in creating a
powerful team
• Set team and individual goals and
responsibilities
• Clarify performance expectations and
standards
• Provide a supportive work environment for
team to achieve agreed-upon goals
PROGRAMS <<
PRIMER (1 Day)
PRIMER (1 Day)
19
Empowerment & Motivation
For many managers, empowerment and
motivation can be difficult, some often believing
that it is quicker to do the task themselves or
that they don’t really have the time to coach
someone. This program has been designed to
help you appreciate the vital role of
empowerment and motivation in management.
Done well, empowerment will free management
time to allow pursuit of priority goals, build
motivation and increase team productivity.
BENEFITS
• Appreciate the role, value and meaning of
effective empowerment and motivation
• Identify the key principles of empowerment
• Manage the delegation process for different
project with appropriate level of
empowerment
• Drive and sustain performance through
appropriate motivation and recognition
strategy
Influential Leader
In today’s ever evolving organizations, the role of
leaders too has evolved. Successful leaders of
today will agree that their role involves much more
than just being directive. Gone are the days where
coercion and authoritative styles were used.
Today’s leader needs to possess a new age of
influence to effectively make things happen.
Influential leadership creates followers who want
to follow, not followers who believe that they have
to follow. This program will equip individuals with
the necessary techniques to enable positive
interactions and enhance personal effectiveness to
aid individuals through their journey of mastering
the art of influential leadership.
BENEFITS
• Improve awareness of self-management
• Master and strengthen interaction techniques
to enable positive influence
• Use appropriate interaction strategies to
influence team and enhance employees’
engagement
Empowerment & Delegation
What is Delegation?
What is Empowerment?
Why Delegate & Empower Others?
Linkage Between Authority, Responsibility,
Accountability in Delegation & Empowerment
Factors to Consider When Delegating
Picking the Right Person for a Delegated Task
8-step Process for Effective Delegation
Motivation & Recognition
Strategy for Motivating & Recognizing Efforts &
Achievement
Sustaining High-performance
Apply the Theories of Motivation in the Workplace
Relationship between Motivation & Job Satisfaction
Personal Action Planning
Leadership Influencing Model
The Principles of Influence
Leadership Characteristics
Understanding & Optimizing Your Behavioral Styles
to Influence Others
Identifying Others’ Behavioral Styles and Needs
Influencing Through Behavioral Adaptability
Amplifying Your Influence through Impactful
Communication Skills
Optimizing Personal Communication Style to One
Which Promotes a Positive Impact
Influencing Through Storytelling & Analogies
Personal Action Planning
PROGRAMS <<
PRIMER (1 Day)
PRIMER (1 Day)
Introduction to Project Management
Projects are the engines of change within most
organizations. Large amount of resources are invested
by organizations in planning, preparing, executing,
monitoring, and managing these projects. But have
you ever had a project that ultimately didn't deliver
the benefits you needed? A great deal of time can
elapse between the time that a project is created,
and its completion. In today’s ever-changing business
world, even very small shifts in project design and
execution can affect whether the benefits you wanted
when you created the project are still addressed in
the final outcome. When there's a weak connection
between the project's deliverables and the
organization's needs, there's a risk that the benefits of
a project may be lost along the way. This is where it
makes sense to establish a clear case for the project –
so that you can make sure that the deliverables meet
expectations, and give the organization the benefits it
expects.
BENEFITS
• Provide a systematic approach to Project
Management
• Ensure the selections of projects with positive
outputs
• Define the roles of each project member
Understand Project Terminology & Reasons for
Failed Projects
Study the Structure of a Project & Understand the
Key Roles in a Project Environment
Understand the Importance of Planning Throughout
the Project Lifecycle
Appreciate the Importance of Effective Risk
Management
Understand the Importance of Establishing Quality
Performance Criteria, then Monitoring & Controlling
Them Through the Project Lifecycle
Introduction to Strategy
Thinking and planning more strategically is
important for everyone these days. The ability to
develop and implement your own strategic plan
and help your organization achieve impact is
highly valued and desired. When you have a
clear vision of where you want to get to and
what you have to do to get there, you will
achieve the advantages that will benefit you and
your organization.
BENEFITS
• Develop the knowledge and skills required to
take on a strategic role
• Gain perspective on how critical and
complex issues affect today’s fast-changing
business landscape
Understand & Recognize a Logical Framework for
Strategic Thinking
Understand How Strategy is Created
Understand How Stakeholders Think about Risk
Execute Strategy by Enabling People through
Communication, Focus & Motivation
Overcome Negative Practices & Behaviors
20 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
PRIMER (1 Day)
Leads Change & Improvement
Change in the workplace has become a way of
life. Mergers, takeovers, layoffs, deregulation,
downsizing, new technology, and increased
competition are daily occurrences. Because
change is inevitable, managing change is ever
more so critical. As a leader, your team looks to
you not only for direction in achieving corporate
objectives, but also on how you would make sense
of the need to change. Therefore, as a leader
focused on performance, you need to define
change for your team, help them break down the
issues into manageable portions, and give them a
framework to use when they have to plan for
change.
BENEFITS
• Understand the key process of change
• Demonstrate clear communication in the
change process
• Apply various strategies and techniques to
guide team through the change process
• Support team to embrace process and
organizational change
>> PROGRAMS
PRIMER (1 Day)
Leading People
An improperly led workforce always results in a less
efficient, less productive, and less profitable
organization. The goals of individuals must be
aligned with the goals of the organization in order to
thrive.
In this course, participants will examine leadership
styles that are exhibited by highly successful
managers. Participants will learn how to use
different leadership styles to influence others and to
facilitate cooperation and teamwork. This is
followed by learning tools and methods for
determining the needs of others. Finally, the course
will help leaders learn how high quality, sustainable
people management behaviors enhance the ability
of managers to lead their organizations effectively
and with integrity.
BENEFITS
• Understand personal leadership style
• Explore team player’s style and identify how it
can be used effectively within the team
• Attain the knowledge of skills to expand
influence as a leader
What Makes a Good Leaders
About Leadership
Understanding Management Styles & Leadership
Behaviors & Principles
4 Management Styles & Leadership Needs Analysis
Understanding & Applying Motivational Skills
Managing People’s Expectations
Understanding Influencing Styles & Approaches
Communication as a Leadership Tool
The Importance of Developing Your People
Practical Tips on Coaching Your People
Leading People Development & Action Planning
21
An Introduction to Change
What is Change?
Myth About Change
Reactions to Change
4 Phases of Change
Denial, Resistance, Exploration & Commitment
Supporting Others Through the Different Phrases of
Change
Making the Change
Establishing the Need to Change
Creating a Sense of Urgency
Creating a Change Vision
Communicating the Change for Buy-in
Facilitating Change for Improvement
Implementing Change
Creating a Milestone Chart
Generating a Short Term Wins
Sustaining Improvement
Monitoring, Controlling & Standardizing
PRIMER (1 Day)
Leading Teams
Thriving in today’s ever-changing marketplace
requires making the most of today’s conditions
while preparing for tomorrow’s opportunities. The
power for this type of performance comes from
employees who can translate broad business
objectives into targeted action.
As a team leader, making the best use of teams
and its members, taking into account their
abilities and development needs, is very vital to
achieving set goals. It involves good planning,
encouraging work assessment, and providing
constructive feedback to team members. In
addition to these, one needs to constantly
motivate and gear their subordinates towards
better performance so as to achieve the
organization’s objectives.
BENEFITS
• Attain the knowledge and application skills in
promoting team effectiveness
• Develop team plans to meet expected
outcomes
• Develop skills to lead a small team
Understand Team Philosophy
Apply SMART Objectives to Team & Set Clear
Performance Standard for Team
Analyze Skills & Roles of Team Members to Achieve
Maximum Team Performance
Build Team Trust
Understand Motivational Factors
Resolve Problems with Team Members
Learn Tools & Techniques to Lead Team
Work Through the Stages of Team Development
Characteristics of a High Performing Team
>> PROGRAMS
22 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
A Complaint is a Gift
Have you ever wondered why customers complain
to an organization? The answer is that they care so
they complain hoping to get a better
response/service the next time round. Organizations
most of the times view complaints as negative.
Inappropriate handling of complaints is one of the
reasons why an organization is losing its
customers. A complaint is truly a gift. Without
complaints, the organization will not have sufficient
knowledge about how many customers are
dissatisfied and why. Without insight into
customers’ perceptions, the organization cannot
react in time. Appropriate complaints handling is a
prerequisite if the organization is to recover the
confidence of dissatisfied customers – and that
may even lead to customer loyalty.
BENEFITS
• Understand complaints and view them as
positive feedback
• Increase awareness of harmful effects of
dissatisfied customers
• Improve image and gain customer loyalty
through appropriate complaints handling
Why a Complaint is a Gift
Reactions of a Dissatisfied Client
Effective Recovery of Dissatisfied Customer’s
Confidence
Golden Rules for Complaints Handling
Why a Complaint is a Gift
Reactions of a Dissatisfied Client
Effective Recovery of Dissatisfied Customer’s
Confidence
Golden Rules for Complaints Handling
Organizational Complaints Policy
How to Handle Criticism from Others
Effective Complaints Handling Implementation
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Customer-focused Selling Skills
This program equips you with a process and the
customer-focused selling skills to identify, meet
and exceed customers’ expectations. It will help
you through the “Sales-through-Service”
process: first contact, explore customer’s needs,
match the needs, close the deal and take the
extra step. It will also help you to analyze what
the customer wants and needs by combining
active listening and effective questioning, so you
can make a real difference to sales.
BENEFITS
• Receive your mind-set discovery inventory on
communication
• Apply practical action steps to improve your
customer service mind-set and heart-set
• Own the three most powerful communication
approaches in handling sales and customer
service challenges
Adopting the Right Mind-set & Heart-set in Customer-
focused Selling
Discovering Your Personal Communication &
Interaction Inventory & Learn to Adopt Winning Sales
Habits
Following Through the Proven ‘Sales-thru-Service’
Process
Adopting the Right Mind-set & Heart-set in Customer-
focused Selling
Discovering Your Personal Communication &
Interaction Inventory & Learn to Adopt Winning Sales
Habits
Analyzing What the Customer Wants & Needs by
Combining Active Listening & Effective Questioning
Using Knowledge, Judgment, Focus & Communication
Skills to Match the Customer’s Needs, Manage
Customer’s Expectations & Deliver Outstanding Service
Following Through the Proven ‘Sales-thru-Service’
Process
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Customer First Service
In a market of global products and services where
price is no longer the only differentiating factor, the
one sure thing that differentiates between
organizations is the quality of customer service
provided. Companies therefore must ensure that all
their employees understand how their customers
define outstanding service, how they can deliver
excellent service and how to recognize and close the
gaps in service quality. This program will help
employees adopt the right service mindset that will
benefit them as well as the organization. It provides
them with the necessary skills to make the
difference at the “moments-of-truth” to delight
customers and manage service situations.
BENEFITS
• Appreciate the value of service excellence to the
organization and to himself/herself
• Acquire the right service mindset and the
qualities of an excellent service professional
• Identify the service touch points and customers’
needs
• Provide excellent customer service using the
Customer Care Experience Cycle©
Understanding Customer Service
Why Care About Customer Satisfaction?
Preparing for Excellent Service
Qualities of a Service Professional
Service Attitude & Mindset
BITE-SIZE (0.5 Day)
Understanding Customer Service
The 3 Pillars in Service Organizations
Managing Customer Perception Through Moments-of-
truth
Preparing for Excellent Service
Qualities of a Service Professional Service
Service Attitude & Mindset
Managing the Customer Care Experience Cycle©
Finding Customer’s Needs
Agreeing on Solutions
Following Up
PRIMER (1 Day)
23
PROGRAMS <<
Engaging Cohesive Teams
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
24 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
>> PROGRAMS
Handling Difficult People
Can you remember the last time you had to deal
with a negative or difficult person or customer? How
do you handle such people? No matter where we
go, we will face people who are negative, people
who oppose our ideas, people who criticize us or
people who simply do not like us. Many a time, it is
the trigger to our emotions and our emotions are
what drive us back to our most basic survival
instinct: to react and to defend ourselves. What is
the result? What can you do in the future to get
through these situations with peace and grace? This
program provides a practical guide on how to
handle difficult people effectively and ensure
successful outcomes.
BENEFITS
• Identify the types of difficult behavior
• Build strategies for creating an atmosphere of
positive communication
• Develop tactics that can help manage difficult
behavior
• Respond to difficult people and situations with
professionalism and confidence
“No one can whistle a symphony. It takes an orchestra
to play it.” – H.E. Luccock
Learning harmonious ways of cooperating to
produce excellent results is exactly what teams
are about. Putting different individuals together
and expecting them to work as one cohesive unit
is not an easy feat. Team spirit needs to be
fostered within for the team of individuals to
work as a whole unit with a common goal in
mind. This program equips participants with the
teamwork skills necessary to function effectively.
Application of these skills will enable
participants to establish and sustain a team
culture within the organization which will result
in better productivity.
BENEFITS
• Understand the dynamics of a team and the
different stages
• Recognize and understand the dysfunctions
within a team
• Gain useful tips on strategies to fasten team
spirit
An Overview of Teams
Team Anathemas
Lack of Trust, Fear of Conflicts, Lack of Commitment,
Avoidance of Accountability and Inattention to Results
Managing Team Anathemas
Strategies to Foster High-performing Teams
An Overview of Teams
Characteristics & Behavior of Teams
Stages of Team Development
Team Anathemas
Lack of Trust, Fear of Conflicts, Lack of Commitment,
Avoidance of Accountability and Inattention to Results
Managing Team Anathemas
Strategies to Foster High-performing Teams
Resolving Team Conflict
Developing Team Action Plan
Understanding Behavior
Interpersonal Skills & Assertiveness
Identifying Difficult Behavior
Dealing with the Underlying Causes of ‘Difficult Behavior’
Communication Techniques in Difficult Situations
Understanding Behavior
Interpersonal Skills & Assertiveness
Identifying Difficult Behavior
Dealing with the Underlying Causes of ‘Difficult Behavior’
Dealing with Difficult Situations
Typical Situations You May Face at Work & Ways of
Dealing with Them
Dealing with Situations & Events Rather Than
Personalities
Adopting an Appropriate Approach in a Variety of
Situations
Networking Skills
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Sales for Non-sales People
All customer-facing employees shape the
experience and impression your customers have
of your organization and while providing top
quality customer service, they are in a unique
position to identify sales opportunities and
generate customer enthusiasm. This practical
workshop is designed to provide your people
with the knowledge, skills and behaviors they
need to make a positive impact on sales and to
understand the vital role they play in the
customer’s experience.
BENEFITS
• Maximize customer loyalty
• Uncover sales opportunities through the
support team
• Build confidence in proactively engaging
with the customer to produce incremental
revenues for the organization
• Create a winning customer experience with
every customer contact
The old adage – It’s not what you know, it’s who you
know – still holds true. And though difficult to
quantify, most people instinctively understand that a
network of friends, acquaintances, colleagues and
business associates can be a valuable thing.
Some people are naturally good at networking –
seeming to effortlessly establish and maintain
relationships with the right people, and enjoying the
benefits their network yields. For others, the ability to
network is shrouded in mystery…
Everyone who works in sales knows that nothing is
more valuable than personal contacts. Your ability to
“network” is often crucial to your success in business.
You will learn to leverage your contacts in an efficient
manner.
BENEFITS
• Plan and prepare for networking events
• Present powerful and effective ‘elevator pitches’
and ‘just a minute speeches’
• Open and close conversations with ease and
move on to meet other people
• Effective use of business cards and follow up with
people you meet
Networking Opportunities & Objectives
Techniques for Quickly Building Rapport with
Different People
‘Elevator Pitches’ & ‘Just a Minute Speeches’
Starting & Closing Conversations
Techniques for Quickly Building Rapport with
Different People
‘Elevator Pitches’ & ‘Just a Minute Speeches’
Starting Conversations & Qualifying People
Closing Conversations & Moving On
Business Card Presentation & Working the Room
PROGRAMS <<
25
Capturing the Moments of Opportunity
The KAYAK Philosophy
Motivating the Customer to Take Action
Through YOU Appeal
Turning Objections to Advantages
Capturing the Moments of Opportunity
Keeping Customer Focused
Winning Customer Attention
Motivating the Customer to Take Action
Through YOU Appeal
Turning Objections to Advantages
Keeping Customers Informed & Following Up
Effectively
Service Recovery Excellence
How is it possible that customers are more loyal
after failures of products or services than they
have been before? Excellent service recovery is
the key.
It is a must for exemplary sales and customer
service professionals to learn to plan for an
excellent service recovery experience for not only
your customer, but also your company and
yourself. Most importantly, with the right
activities, companies can turn dissatisfied
customers into loyal customers and life-long
partners!
BENEFITS
• Understand the importance and impact of
service recovery
• Apply practical action steps to successful
service recovery
• Learn the most powerful customer recovery
strategies in providing an excellent service
recovery experience
Service Failures & the Challenges of Service Recovery
Adopting the Right Mind-set & Heart-set
Managing the 3Es of Emotion, Expectation & Experience
Proven Pro-active Service Recovery Strategies that Make
a Difference
BITE-SIZE (0.5 Day)
Service Failures & the Challenges of Service Recovery
Adopting the Right Mind-set & Heart-set
Managing the 3Es of Emotion, Expectation & Experience
Defusing Customers’ Anger
Proven Pro-active Service Recovery Strategies that Make
a Difference
Communicating & Winning Over Dissatisfied Customers
Starting a New Partnership & Moving Up the Loyalty
Ladder
PRIMER (1 Day)
>> PROGRAMS
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Telephone Selling Skills
26 I L S P R I M E R & B I T E - S I Z E P R O G R A M C A T A LO G U E
Develop your skills and confidence and enjoy selling
over the telephone! This highly practical course
demonstrates how your company could add value to
individuals and their businesses. In an environment
both challenging and supportive, develop the
necessary skills to fulfil your sales responsibilities.
Achieve this through reviving dormant abilities,
strengthening existing ones and exploring new
strategies and techniques. As a result, you’ll have
the means to deliver more profitable business and
achieve personal satisfaction in your selling role.
BENEFITS
• Portray a good first impression over the
telephone
• Develop the right mind-set for telephone sales
• Manage objections and gain commitment from
prospects
Attaining Successful Sales Attitude
Exploring the Customers’ World of Wants & Needs
Customer-centred Selling
Gaining Commitment to Our Objectives
Attaining Successful Sales Attitude
Exploring the Customers’ World of Wants & Needs
Customer-centred Selling
Managing Objections
Gaining Commitment to Our Objectives
Teamship
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
>> PROGRAMS
BITE-SIZE (0.5 Day)
PRIMER (1 Day)
Teamwork Skills
Teams have become a principal building block of the
strategy of successful organizations. Whether the
focus is on service, quality, cost, value, speed,
efficiency, performance, or other similar goals, teams
are the central methodology of most organizations.
With teams at the core of corporate strategy, your
success as an organization can often depend on how
well you and other team members operate together.
In most teams, the energies of individual members
work at cross purposes. Individuals may work
extraordinarily hard, but their efforts do not translate
into team effort, and this results in wasted energy. By
contrast, when a team becomes more aligned, a
commonality of direction emerges, and individual
energies harmonize. In this program, participants will
explore the different roles and interaction techniques
within teams and individuals and how these can be
elevated to build positive working relationships.
BENEFITS
• Understand the value of building positive work
relationship team
• Recognize the critical role communication skills
will play in building and maintaining a positive
work relationship
• Gain quick tips to strengthen interpersonal
relations to build positive relationships within team
27
A successful organization may be described as a
"team of teams". The success of any organization
depends on the success of each team and the
teams' ability to co-operate and support each other.
This team building and team management program
is customized to meet your specific needs and help
you lay the foundations of your team’s success.
Using a football team as an analogy, you will learn
how to develop and maintain ‘Teamship’ and create
real teams, winning teams – rather than just
working groups.
BENEFITS
• Organization becomes a more closely and more
effectively collaborating ‘team of teams’
• Working groups form into high-performing ‘real’
teams
• Individual team members become committed
team players, bringing both their minds and
hearts into the game
Organizational Competence, Success Areas & Levels
Top Performing Teams in Sports & in Organizations
Flexibility
A Team of Teams
The Teamship Top Factors
Organizational Competence, Success Areas & Levels
Top Performing Teams in Sports & in Organizations
Flexibility
A Team of Teams
The Teamship Top Factors
The Can/Will Model & the 3rd Dimension: Authorization
Carefully Designed & Selected Team Building Exercises
to Help You Bring Things to Life
Defining Teams
Establishing Team Norms
Working as a Team
The TORI Model of Team Building
Becoming a Good Team Player
Defining Teams
Establishing Team Norms
Working as a Team
Building Team Trust
Why Trust is Important
The Stages of Team Development
The TORI Model of Team Building
Critical Communication Skills
Active Listening
Becoming a Good Team Player
Driving Team
Performance™
Our tagline “Driving Team
Performance™” speaks of our
passion in enabling our clients
to fine-tune their organizational
teams so that they can perform
synergistically as one top-
performing integrated team.
CONTACT US TODAY for an
obligation-free information kit
and witness for yourself why we
are the benchmark in human
performance improvement in
Asia.
Integrated Learning Systems Pte Ltd
T +65 6248 3288 F +65 6248 3289
www.ilsperformance.com
Singapore | China | Vietnam
© 2012 Integrated Learning Systems Pte Ltd
Integrated Learning Systems Pte Ltd (ILS)
Specializes in corporate training with the aim to develop and improve the
performance of individuals in different competencies whilst helping them
to adopt team-views and embrace team-spirit. ILS delivers training and
performance management solutions which meet the needs of the
individuals by learning and understanding the language and culture of
organizations.
Led by our professional team of facilitators and consultants, ILS offers a
wide range of corporate training solutions ranging from Service
Excellence and Individual Performance, Leadership and People
Management, to Team Effectiveness and Synergy. Our corporate training
programs are specially designed to be flexible and tailored to the needs of
individual corporate organizations so as to support the achievement of
corporate training objectives.
ILS is now official partners with global leaders TMI World and TACK
International in playing an active role in igniting desired behavioral
changes in our clients’ organizations, driving teams in reaching their
optimum performance levels through tailored and proven solutions.
