Target Audience:
Executives and Managers
Duration:
2 Days
Leading Great Customer Experiences

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To adopt a new paradigm to customer experience management
2. To evaluate the key drivers behind creating a memorable and delightful customer experience
3.

To design a customer experience process that is differentiated and delightful


PROGRAM CONTENTS:

The Experience Economy
Framework for creating the customer experiences
Analysing Customer Expectations
Designing the Customer Experience
Leading the Customer Experience
Empowering the Frontline



Target Audience:
Frontline and Supervisors
Duration:
2 Days
Delivering Great Customer Experiences

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To acquire a mindset for creating great customer experiences
2. To explain the principles behind creating great customer experiences
3

To practice the techniques in creating great customer experiences


PROGRAM CONTENTS:

Defining the Customer Experience
Owning the Customer Experience
Delivering the Customer Experience

Mastering the Customer Experience



Target Audience:
Frontline, Supervisors and Executives
Duration:
2 Days
Serve Right : Impactful Customer Relationship Skills

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To demonstrate specific set of skills and techniques to connect emotionally with the customer and build relationships with the customers
2. To apply techniques in dealing with the difficult customers
3. To evaluate their individual performance against a set of criteria

PROGRAM CONTENTS:

Knowing the Customer
Connecting with the Customer
Identifying the Customer's Needs
Empathising with the Customer

Responding to the Customer

Solving the Customer's Needs



Target Audience:
Frontline and Supervisors
Duration:
1 Day
Beyond Hello: Impactful Telephone Techniques

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To demonstrate a specific set of skills and techniques to connect powerfully with customers over the phone
2. To evaluate the individual performance against a set of criteria

PROGRAM CONTENTS:

Managing Perceptions over the Phone
Projecting Your Personality over the Phone
Executing Best Practices over the Phone
Mastering the Proposition

Converting the Problem Caller



Target Audience:
Supervisors, Executives and Managers
Duration:
1 Day
Bounce Back: Recovering from a Service Breakdown

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To recognise the cost of a complaint and the value of service recovery
2. To identify critical techniques in recovering from a service breakdown
3. To design a service recovery process for different breakdown situations
4.

To evaluate framework for implementing service recovery in organisation


PROGRAM CONTENTS:

Service Recovery and Customer Loyalty
Identifying Critical Elements in Service Recovery
Designing A Service Recovery Process
Implementing A Service Recovery System

Best Practice Service Recovery



Target Audience:
Frontline, Supervisors, Executives and Managers
Duration:
1 Day/2 Days
Jumping the River - Principles and Techniques for Innovative Thinking

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To practice the principles behind innovation and enterprise
2. To acquire skills and techniques for divergent thinking
3. To apply techniques in seeking innovation opportunities at the work place

PROGRAM CONTENTS:

The Innovation Imperative
The Innovation Process
The Innovation Principles
The Innovation Practices
The Pursuit of Innovation and Enterprise



Target Audience:
Frontline, Supervisors, Executives, Managers
Duration:
1 Day/2 Days
Managing Change From the Inside Out

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To explain the different stages in a change journey
2. To identify specific actions to take in response to a change
3. To identify the broad forces causing change
4. To identify why people resist change and to develop a plan of action to overcome resistance to change
5. To develop resilience in the face of change

PROGRAM CONTENTS:

Why Change?
Change Starts with You
The Change Journey
The Challenge of Change
Overcoming Resistance to Change
Developing Resilience to Change



Target Audience:
Intact Teams, Supervisors, Executives, Managers
Duration:
1Day/2 Days
Making Teams Work

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To explain and apply the key principles behind effective work teams
2. To apply the tools and templates to improve team performance.
3. To Increase the collaboration, reduce conflict and achieve more through the careful application of techniques and skills

PROGRAM CONTENTS:

Team Effectiveness Evaluation
The Team Effectiveness Performance Dimensions
Goal Clarification as a Team
Bridging Differences in the Team
Building Relationships amongst Team members
Solving Problems Innovatively as a Team
Learning Continuously as a Team
Moving forward as a Team



Target Audience:
Supervisors, Executives and Managers
Duration:
1 Day
Influencing for Peak Performance

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To define and explain the different personality types and how to influence each type
2. To define and explain the process of influencing and its critical factors
3. To demonstrate the key skills in influencing for peak performance

PROGRAM CONTENTS:

The Framework for Influencing
Understanding Personality Types
Core Competencies in Influencing
The 4 Strategies for Influencing

The Practice of Influencing



Target Audience:
Supervisors, Executives and Managers
Duration:
2 Days
Coaching for Commitment

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To explain and define the principles of coaching for commitment
2. To acquire the skills and techniques in coaching for commitment
3. To acquire the key strategies for motivating and empowering employees

PROGRAM CONTENTS:

Coaching and Human Performance Improvement
The Principles of Coaching for Commitment
The Person as a Coach
The Process of Coaching

The Skills of Coaching

Coaching Simulation and Practice



Target Audience:
Frontline, Supervisors, Executives and Managers
Duration:
2 Days
Managing Conflicts @ Work

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To explain and define the different styles in conflict management
2. To explain and define the different types of personalities and how to relate effectively with each in a conflict situation
3. To adopt a win-win approach towards managing conflicts
4. To acquire the skills and techniques in managing conflicts effectively

PROGRAM CONTENTS:

The sources of conflict
The starting point in conflict management
The styles in conflict management
The skills in conflict management
The strategies for conflict management
The steps in conflict management
Conflict situations and simulation



Target Audience:
Frontline, Supervisors, Executives
Duration:
2 Days
Reach Out: Putting Emotional Intelligence to Work

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To understand and manage themselves more effectively
2. To understand and manage relationships with others more effectively

PROGRAM CONTENTS:

The EQ Advantage
Personal Mastery:
 
- Self awareness and managing emotions
- The Power of Positive Beliefs
- Taking Personal Ownership
Relationship Mastery:
  - Connecting with Others
  - Dialoguing with others
Exercising EQ



Target Audience:
Supervisors, Executives, Middle Managers and anyone who needs to train others
Duration:
2 Days
Designing and Delivering Impactful Training

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To define and explain understand the principles and process of rapid instructional design
2. To define and explain the different types of learning styles and be able to adopt different learning strategies for each style
3.

To apply accelerated learning tools and techniques to enliven training


PROGRAM CONTENTS:

Models and Strategies for Training Design
The Principles and Process of Instructional Design
Learning Styles and Training Design
An Accelerated Learning Toolkit for Enlivening Any Training

Unleashing Impactful Training



Target Audience:
Supervisors, Executives, Facilitators, Managers
Duration:
1 Day/2 Days
The Craft of Facilitation

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To define and explain the meaning of facilitation
2. To carry out the principles and process skills of facilitation
3. To apply the various tools/techniques for group facilitation
4. To practice the techniques of facilitation

PROGRAM CONTENTS:

The Paradigm of Facilitation
The Principles of Facilitation
The Framework for Facilitation
The Facilitation Toolbox
The 4 Models of Facilitation
The Practice of Facilitation



Target Audience:
Frontline, Supervisors, Executives
Duration:
1 Day/2 Days
Renewing Your Mind – the Power of Impossibility Thinking

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To recognize the power of mental models in shaping our future
2. To acquire skills for transforming our current mental models
3. To build our capacity for thinking the impossible

PROGRAM CONTENTS:

The power of mental models
Seeing in both directions – tools and techniques for transforming our current mental models
Renewing our mental models – learning how to unlearn and relearn
Building fresh mental models



Target Audience:
Frontline, Supervisors, Executives, Managers
Duration:
1 Day/2 Days
Light The Fire Within – Putting the Passion Back into the Job

PROGRAM OBJECTIVES
By the end of the program, participants will be able to:

1. To explain how passion drives performance
2. To discover one's passion and purpose
3.

To take charge of one's thoughts and attitudes

4.

To discover a fresh commitment to one's purpose and mission


PROGRAM CONTENTS:

Catch the Fire
Light The Fire
Experience The Fire
Stoke The Fire
Spread The Fire