Introduction

If a company decides to offer a training program to its employees, it is because the company would like to develop employees toward long-term career goals that can also promote greater job satisfaction. A more satisfied employee is likely to stay longer and be more productive while on your team: Learning and upgrading employee skills makes business sense.

Training is essential for knowledge transfer. It’s very important to share knowledge among your staff. If only one person has special skills, you’ll have a tough time recouping their knowledge if they suddenly leave the company.

Why do you need Training ?

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Soft Skills

Soft skills is the cluster of personality traits, social graces, communication , language, personal habits , managing people and friendliness and is related to Emotional intelligence.

Sales

Sales in business is typically defined as both an art and a science of coordinating people and resources.

Management

Management is the process of reaching goals by working with and through people.

Luxury

Luxury in its new context is the enjoyment of the best in life.

Soft Skills

Soft skills is the cluster of personality traits, social graces, communication, language, personal habits , managing people and friendliness and is related to Emotional intelligence.

Communications Training: Shut up and Listen!

Key learning and description of session

Sometimes the right communication is only achieved by saying nothing. It’s important to “Shut up and listen!” Communicating properly can be the best tool you have both in and out of the office. We’ve designed a program to increase your communication skills thereby opening up new social horizons for you and your business. Through this model we’ll ensure that you speak to the world with clarity and confidence, everyday.

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Benefits

• Master the way to express yourself in a clear and concise way
• Be better understood
• Save time on mistakes and misunderstanding
• Convey a positive and professional image
• Enhance your interactions with people through communication

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 Content

• Introduction to communication
• Listening – a generous act
• Self analysis on skills of 3 A’s: Acknowledge, Assess, Answer
• Taking responsibility for your words
• Banning fillers (er, uh, ah etc…)
• Aiming your speech for your audience
• 3 courses speech: Introduction / body / closing
• Managing the pitch of your voice
• Controlling the pace of your speech
• Cross-checking for right understanding
Are you People SMART ?

Key learning and description of session

It’s not rare that we get too caught up in our work that we forget to take a step back and realize where our flaws are. It’s important to be able to distance yourself from your work environment and view things from an objective viewpoint. We have a program that enables you to take a Personal Quotient or PQ of yourself in order to improve your viewpoint on situations and make you more conscientious of your actions in the workplace.

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Benefits

• Introducing “emotional intelligence” (EI)
• Proving a framework for understanding EI
• Illustrating ways to begin development of EI capabilitie

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Content

• Understanding the basics
• The power in your hands
• The magic of smiles and laughter
• Arm signals
• Cultural differences
• Hand and thumb gestures
• Evaluation and deceit signals
• Eye signals
• Space invaders
• How the legs reveal what the mind wants to do
• The secret signals of cigarettes, glasses and make-up
• How the body points to where the mind wants to go

Powerful Presentation Skills

Key learning and description of session

Presenting can be one of the most important yet scary aspects of working in an office. The stress alone can lead to a poor presentation. We help you overcome that fear by arming you with the necessary skills to present effectively and get your point across in a timely fashion. This module is designed to teach you the different tools you can use in a successful presentation while at the same time polishing your speaking and self-presentation.

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Benefits

• Discover the ways of how to express yourself in ways that command attention and respect
• How best to use nonverbal behaviors to come across as positive and confident.
• How to use language to state your messages in the best way possible while making your points clear
• Find out tips and strategies for keeping your listeners tuned in to you and helping them understand 
your message
• Win-win conflict resolution

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Content

IT IS NOT WHAT YOU SAY BUT HOW YOU SAY IT
• Making eye contact to connect to your listener
• Using body language to deliver a confident message
• Engaging your listener by your voice
• Manage your pace for positive effect

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SPEAKING IN THE POSITIVE
• Understanding positive language and how to show service and
commitment with it
• Keeping your message SS (Short and Sweet)
• Using the language that solves problems
• Avoiding message hindering words – sugarcoating

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KEEPING YOUR LISTENER ENGAGED

  
• Introducing issues and bringing them to closure
• Keeping your listener involved with your message
• Prepare a plan of communication for important situations

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APPROACHING CONFLICTS CONSTRUCTIVELY
• Understand what works and what doesn’t in dealing with conflicts
• Looking at assertive and three other common approaches to
effectively deal with conflicts.

Assertive Speaking

Key learning and description of session

Assertive speaking is about delivering your message in a positive, direct, and confident manner while maintaining respect for the person to whom you’re expressing this message. When your audience feels respected as you use this form of expression, you’ll be effective in your interactions at work, or anywhere for that matter.

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Benefits

• Establishing a rapport with any audience
• Speaking with passion, persuasion, proper pacing and punch
• Organizing your ideas and planning your structure quickly for optimum effect
• Handling tough questions

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Content

HOW TO ORGANIZE YOUR PRESENTATION?
• Magic Lantern and Magic Bristol
• The 3W’s: Why? What? Who?
• Structure “bomber B”

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MAKING YOUR PRESENTATION
• The opening and final BANG
• Timing
• Using your voice
• Dress up
• Body language and mannerisms
• Dealing with difficult participants

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AUDIO VISUAL SUPPORT
• PowerPoint tips
• 10 golden rules of PowerPoint

Act & Tact of Greetings

Key learning and description of session

Meeting and greeting people are essential in building the right relationships between your company and your clients. Sometimes you can be unprepared for visitors or perspective clients. We can help your front-of-house display give the best impression and make sure they’re prepared for any type of visitor. This module is designed to improve the skills of receptionist and administrative employees and match their appearance with the appearance of your company.

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Benefits

Reflecting your company’s professional image by having the proper attitude
Giving the best impression of yourself
Improving your work efficiency

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Content

• Receptionists/assistants roles
• Incoming call handling
• Outgoing call handling
• Welcoming a guest at reception
• Booking the office meeting rooms
• Organizing the working area
• Courteous actions
• Common mistakes and discourtesies
• Incorrect English

Sales

Sales in business is typically defined as both an art and a science of coordinating people and resources.

Account Management

Key learning and description of session

Account management is the key to a successful sales career. Making a sale once is easy but maintaining that account and successfully having that client come back again and again is the hardest part. We’ve designed a program that will help you build relationships with your accounts whether they are large or small. With our exceptional organizational an analytical techniques you will see and increased ROI and improved relationships with your clients.

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Benefits

• Analyze individual portfolio of accounts
• Determine priorities and design sales call plans
• Evaluate and record sales effort results
• Make proper usage of account management tools

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Content

• Amount of accounts that individual sales people have 
— How many of them are top productive accounts? — How are the accounts distributed?
• Consider the sales pipeline
• A minimum of three months sales calls action plan for the individual sales professional

Marketing Skill Development

Key learning and description of session

Marketing is a collection of processes for creating and delivering value for customers and controlling customer relationships that are in favor of your organization. At LSL, we want to make sure you have a firm grasp of marketing from the beginning steps to advanced levels of the trade. We can show you how to effectively market your product and improve your relationships all in this comprehensive marketing module.

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Benefits

• Understanding the market context that you are in
• Adapt yourself to market dynamics
• Play a major role in market transactions

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Content

• Defining Marketing
• Company’s Analysis: Internal/External
• Organizational Improvements
• Marketing Mix: 4 P’s: Product / Price / Place / Promotion
• Marketing Strategies
• Marketing Tools
• Defining Target Groups & Customer Analysis
• Sales, Media & Customer Satisfaction
• Business Growth Strategies
• Five Competitive Forces
• Value of Attractiveness of an Industry

Making that call

Key learning and description of session

Making the call when selling your product or service is the single most important aspect of generating business. Often times this is also the most difficult part of sales. We’ve designed a program that puts more weight on telemarketing skills to help you improve your time management while opening up your business by increasing the amount of calls to clients.

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Benefits

• Learn standard telephone manners and skills
• Excel in creating a first contact on the phone
• Handle incoming calls in a very professional way
• Develop your skills in obtaining a maximum amount of information in a minimum amount of time

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Content

• Telemarketing Basics
• Ten Steps to Success
– Ready to go
– Set goals
– Product knowledge
– Organize your area
– Organize your retrieval system
– Message practice
– Right questions
– Get set to listen
– Learn how to handle objections
– Think success

Putting customers first

Key learning and description of session

Customer service is the lifeblood of any business. We understand that and have designed a program that will help you to integrate sales with a perfect customer service. Our program will leave you with excellent customer service skills that will prove to be invaluable to your current endeavors and all of your future needs in the business world. This module is designed to improve your skills in making your customers happy and satisfied.

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Benefits

• Outperform your competitors with your unique customer service
• Generate more business with satisfied customers
• Enlarge your customer network with free word-of-mouth publicity
• Set standards for your employees’ service skills

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Content

• Answering your phone.
• Make promises that you can keep.
• Listening to your customers.
• Dealing with complaints.
• Training your staff to be ALWAYS helpful, courteous, and knowledgeable
• Taking the extra step.
• Give in something extra.

Retail Sales

Key learning and description of session

Experience is a good thing to have when working in sales but it’s not everything. Sometimes the wrong habits can hinder your sales ability and often times hurt your sales numbers. It’s important for you to develop the right sales techniques not just to appeal to your customer, but to make you more comfortable with your selling. Let us teach you how to improve your sales skills with almost instant results. We’ll help you find the happy medium between aggressively selling the customer yet being honest, truthful, and realistic in your sales approach. This workshop is designed to help boost the self-assurance of your sales advisors as well as polish their sales skills and customer service approach. Retail competition is fierce and the customer buys “the way you sell” before to buy “what you sell.”

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Benefits

• Become 3 dimensional sales advisor
• Reflect the image of your brand
• Influence your customers buying behavior
• Improve your sales results
• Increase profit of the company and your personal income

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Content

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PART 1: PRESENTATION AND CONCEPT
• Your company culture / vision / mission
• Your store sales people projected professional company image
• Your store’s environment and image
• Concept – Sales skills
• Concept – Customer service skills
• Customer behaviour and buying psychology (emotional attach)
• Product knowledge
• Top 10 retail vendors’ success examples
• Virtual example of store sales

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PART 2: SALES CYCLE
• Greetings
• Needs determination
• Suggestion selling
• Trading-up
• Answering objections
• The close
• Maximizing the last moment
• After sales service

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PART 3: CUSTOMER COMPLAINTS AND MAKING YOUR CUSTOMER LOYAL
• Handling customers with care
• Available perks and words
• Customer loyalty cards
• Follow-up

Sales Technique 1: Shopper or Buyer

Key learning and description of session

This intensive and highly interactive course will equip enthusiastic salespeople with the skills necessary to return high sales-to-calls ratios and ensure their place as highly valued deal closers and relationship builders. It is designed for sales people, client service personnel, call centre staff, account managers and other individuals who need to gain commitments from internal and external clients.

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Benefits

• Create a positive first impression
• Uncover key buying criteria
• Discover and turn your buyers’ likes and dislikes to your advantage
• Demonstrate how your project meets specific needs
• Evaluate your own performance

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Content

• Receptionists/assistants roles
• The Five Buying Needs
• Using Features to your Advantage
• Tune In
– Starting well
– Complete introductions
– State call purpose
– Build rapport
• Explore Needs
– Why do people buy?
– Three kinds of questions
– Discover competitors
– Listening
• Enlarge Needs
– Going deeper
– Clarify implications
– Highlight benefits
• Match Needs
– Match needs with features
– Summarize needs and wants

Sales Technique 2: Hook The Loop

Key learning and description of session

We recognize that salespeople sometimes run into challenging questions from difficult buyers. This module will prepare you to answer those questions professionally and delicately as to please the client. We will help you close the deal, despite difficulties that the client presents.

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Benefits

• Confidently respond to a buyer’s objection
• Consistently move the buyer toward a commitment to purchase
• Be able to close the deals
• Evaluate your own performance

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Content

• How to Dissolve Resistance
– Learn to like resistance
– Our most common objections
– Acknowledge concern
– Assess validity
– Answer appropriately
– Handling price objections
• How to Gain Commitment
– It pays to ask
– Propose the next step
– Confirm an agreement
– Always end on positive note
– Commit to action

Negotiation Training: One for You - One for Me

Key learning and description of session

Effective negotiations skills help improve your business and client satisfaction while simultaneously creating a “win-win” feeling for both you and the client. We have a program that will equip you with the best negotiating tactics to make sure that everybody receives the necessary benefits out of your business deals.

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Benefits

• Establish control of negotiations by using a systematic process
• Use language structures that strengthen your position
• Trade currencies without unnecessary giveaways
• Defend your position when challenged

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Content

• Negotiation process: planning, positioning, trading and contracting
• Negotiating four possible outcomes
• Three keys to create a win-win outcome
• The three critical elements: Time, Information and Power
• Asking the right questions
• Listening skills
• Building trust
• Behavioral types: Shark, Carp and Dolphins
• B.A.T.N.A.
• Breaking a deadlock
• Tricks

MANAGEMENT

Management is the process of reaching goals by working with and through people.

Communication

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Dealing with difficult people

Key learning and description of session

When working in a team you often run into difficult people that can slow the team down and hinder your goals and objectives. Our program helps you deal with these situations in a professional and beneficial way. We will help you solve your own problems without having to bring the issue to your manager saving you and your business time.

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Benefits

• Teaches the value of self control
• Identify your emotional triggers
• Identify the approach you want to take to safely understand the situation
• Develop and practice techniques for handling counterproductive behavior of difficult people

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Content

• Starting out by examining yourself
• Exploring what you are experiencing with a trusted friend or colleague
• Approaching the person with whom you are having the problem for a private discussion.
• Follow up after the initial discussion
• Confronting your difficult coworker’s behavior publicly
• Rallying the other employees who might have an issue with the difficult person as well – carefully
• Failing to work?

Conflicting Management

Key learning and description of session

Interpersonal conflicts we experience on a daily basis cause the most stress across ALL occupations. Give your employees a memorable, easy-to-implement way to stay calm and productively work through issues with co-workers. Our program simplifies confrontation with someone who is behaving in a way that is disruptive, unprofessional or self-serving. We present a simple 4-step approach that helps individuals collect their thoughts and initiate resolution in the most productive way.

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Benefits

• Teaches people to work through conflict on their own
• Keeps conflicts from escalating
• Builds interpersonal skills

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Content

• What to Do When Conflict Happens introduces the C.A.L.M. model:
C – CLARIFY the issue
A – ADDRESS the problem
L – LISTEN to the other side
M – MANAGE your way to resolution
• 

What makes the C.A.L.M. approach unique is the first stage – CLARIFY, where employees step back and think. They rationally examine what’s happening, why they feel the way they do, what the other person might be feeling and what to keep in mind as they address the issue. After CLARIFY is complete employees are effectively able to ADDRESS, LISTEN and MANAGE the issue on their own.

Feedback Loop

Key learning and description of session

Feed back between managers and employees can be one of the most important and beneficial concepts an organization can adopt. We recognize that sometimes this is overlooked particularly in the vertical avenues of a business. Our program will help you integrate both positive and negative feedback channels while still maintaining a sense of professionalism between employees and managers.

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Benefits

• Improve your interpersonal communication skills
• Understand and benefit the importance of feedback in achieving results
• Learn how to give honest and sincere feedbacks with no hesitation
• Observe and discover tips and suggestions for the best emotionally intelligent feedbacks
• Improve your and your employees’ skills and knowledge on a an ongoing project by constant feedback flow (vertical & horizontal)
• Enhance your employee retention

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Content

• Emotional intelligence
• Personal quotient
• All about feedback
• Structure / environment / circle / mirror image / hamburger technique
• Setting smart objectives
• Feedback types
• Poor performance / discipline feedback / appraisal performance
• Best feed back tips
• Coaching check list for ongoing performance

Influencing People

Key learning and description of session

Influencing people effectively can be an extremely beneficial tool in your business if you do it right. We can teach you how to improve your influencing techniques by implementing them into your everyday life in and out of the office. This module is designed to help you persuade people in your work environment, whether it’s a co-worker or a customer.

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Benefits

• Develop your skills as a professional influencer
• Discover the dynamics required by influencing
• Have your say even without authority
• Direct people’s decision towards your goal
• Succeed on your objectives who generally depend on external factors

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Content

• Principles of Influence
• Influencing Style
• Expanding your Spheres of Influence
• Compensation rather than Compromise
• Personal Negotiation Strategy
• Making Impact Briefings
• Creating the Right First Impression
• Using Pressure rather than Coercion
• Seeing the Other Point of View
• Using Status to Stay In Charge
• Knowing What to Give Away
• Creating a Circle of Champions
• Understanding Group Dynamics
• Giving Positive Feedback
• Making ‘Weaknesses’ Work For You

Dealing with your superiors

Key learning and description of session

Working under someone in an organization can often be difficult. You might not get along with the person, or you might disagree with their management style. There are ways to adapt though, which can definitely help your situation and ultimately make you and your superior happier in the work environment.

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Benefits

• Master the way to express yourself in a clear and concise way
• Be better understood
• Save time on mistakes and misunderstanding
• Convey a positive and professional image
• Enhance your interactions with people through communication

space

Content

• Introduction to communication
• Listening – a generous act
• Self analysis on skills of 3 A’s: Acknowledge, Assess, Answer
• Taking responsibility for your words
• Banning fillers (er, uh, ah etc…)
• Aiming your speech for your audience
• 3 courses speech: Introduction / body / closing
• Managing the pitch of your voice
• Controlling the pace of your speech
• Cross-checking for right understanding

Motivating People

Key learning and description of session

A key in being a successful manager is to be able to motivate your employees. How you do this is important to your goals and accomplishments. We can help you inspire people by providing the necessary tools to improve not just short term but long-term motivation. This module is designed to teach you how to approach your employees using individual motivating techniques while simultaneously increasing their morale and productivity.

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Benefits

• Create efficiency and dynamism within your team
• Develop your employees ownership to any type of project or assigned task
• Receive constant and beneficial feedback for improved results
• Create a bond and efficient communication circle

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Content

• Basic skills about employee motivation – including steps you can take
• The eternal question… How can I motivate my employees or people that I interact
• Creating a sense of urgency
• Leadership knowledge base: Information to improve your leadership success
• Employee motivation tricks
• Cross training as motivational tool

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Leadership

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Delegating Successfully

Key learning and description of session

This delegation module successfully deals with general delegation principles and process, which is applicable to individuals and teams, or temporary assignments, even “virtual teams”. We will help you encourage good delegation which will save time, develop new relationships and groom a possible successor all while avoiding frustration, confusion and possible failure of the task itself. We will teach you to ‘manage upwards’ and suggest improvements to the delegation process and understanding vertically and horizontally through your business.

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Benefits

• Encourage motivation
• Help in the personal development of your team members
• Open the door to successful planning
• Be able to concentrate on other tasks for your own
• Appraise easily the “can and can not yet” of your employees

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Content

• SMART or SMARTER delegation
• Delegated Tasks Must Be: Specific/Measurable/Agreed/Realistic/Time Bound/Ethical/Recorded
• Defining the Task
• Selecting the Individual or Team
• Assessing Ability and Training Needs
• Explaining the Reasons
• Stating Required Results
• Considering Required Resources
• Agreeing Deadlines
• Supporting and Communicating
• Feed Back on Results

Making Good Decisions

Key learning and description of session

Making good decisions is a key factor to helping you lead effectively. We can give you the techniques to arrive at the best decisions for any business decision. This module is designed with problem solving techniques and specific formulas for you to reach the best decisions.

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Benefits

• Teaches people to make good decisions based on facts
• Eliminates indecisiveness
• Saves time
• Help to seize opportunities

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Content

• Pareto analysis – choosing what to change
• Paired comparison analysis – working out the relative importance of different options
• Grid analysis – making a choice into account of many factors
• PMI – weighing the pros and cons
• Force Field analysis – analyzing the pressures for and against
• Six thinking hats – Looking at a decision from different perspectives
• Starbursting – understanding option better by brainstorming questions
• Stepladders – making better group decisions
• Decision tree – choosing by valuing different options

New Manager's job and pitfalls to avoid

Key learning and description of session

Becoming a manager in a new job is something that can be daunting to anybody, no matter how much experience they have. Nerves and managing styles collide and can often affect the productivity of a team. This module will help you prioritize your main responsibilities and allow you to focus on the task at hand. We will dispel common misconceptions about what to do on the job and help you focus in on being the best manager you can be.

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Benefits

• Get support for management
• Remove obstacles in your job
• Be able to share both power and information
• Gain good leadership skills
• Know what to do and when to do
• Know what to avoid while adjusting to a new management position

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Content

• What your job really is: coach, setter of standard, performance appraiser, teacher, motivator?
• What not to be
• Your purpose and main responsibilities
• Leadership
• Pitfalls to avoid
• Gaining a balanced viewpoint

High performance leadership for existing Managers

Key learning and description of session

Make sure that your current managers are up to date on the latest and most effective managing tools of our program designed for existing managers. We’ll evaluate the skills set of your current management team and insure that they’re being highly effective in their roles.

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Benefits

• Assessing and developing leadership skills
• Coaching and managing individual employee performance
• Building collaboration and team work
• Facilitate planning and problem solving

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Content

• Getting into teams
• Common types of teams
• Look before you leap
• 3 cornerstones of building a team
• Strategies for building Productive Teams
• Models in Focus-Cohesiveness
• Developing Tools for productive Team Players
• Accountability
• Instant coffee – Instant teams
• Effective interpersonal communication
• Planning
• Problem solving
• Conflict resolution

Dealing with resistance in change

Key learning and description of session

People are not always the most adaptable to change, often times managers are the most affected by change because not only do they have to adjust on their own but they must assist in the adjustment for everybody else. Change in the workplace is necessary; it makes for a more creative working environment and avoids too much repetition. It’s important to embrace change and not shy away from it, that is why we have created a module to help you accept change and adapt easily.

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Benefits

• Ability to accept change and see the reason for it
• Embrace the fundamentals of change in an organization
• Understand the pressures of change on everybody in the organization
• Have the best tools on hand to deal with any bumps on the road for change

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Content

• Working with a difficult manager
• How to handle and what to expect
• Managing change from the top
• Getting over your fear of the unknown
• Reducing your resistance to change

Managing People

Key learning and description of session

One way or another, business is all about Managing People. True, leadership is another part of it, but one way or another; you’re going to have to be great with people in your business or organization to be a success.

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Benefits

• Master the way to express yourself in a clear and concise way
• Be better understood
• Save time on mistakes and misunderstanding
• Convey a positive and professional image
• Enhance your interactions with people through communication

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Content

• Managing Focus
• Building the Best Teams
• Focusing on Delivery
• Building Relationships
• Accepting Feedback
• Developing Others
• Being Accountable
• Setting Standards
• Be Determined
• Can Be Trusted

Managing productive meetings

Key learning and description of session

Meetings work best when they’re structured and run effectively and efficiently. We can help you decide who should organize the meetings, which roles different individuals should have in the meetings and who should be included. This module will give you everything from strategy tips for running meetings to popular meeting icebreakers to get the ball rolling.

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Benefits

• Teaches the value of meetings as a management tool
• Shows critical planning steps that makes meeting time more efficient
• Pinpoints to start and end meetings in time with a well constructed agenda
• Identify the role of the meeting chair and the meeting participant
• Identify the steps to take to create a safe forum for discussion
• Develop and practice techniques for handling counterproductive behaviour

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Content

• Presentation of the 4 main roles:
– Time Keeper
– Script
– Chairperson
– Participant
• Preparation of the meeting agenda and who should attend
• Collection of information prior to meeting
• Timely distribution of agenda and feedback
• Crucial seating arrangements
• Meeting starts with the previous meeting minutes with a round table
• Meeting road map and ground rules
• Meeting open forum
• Activity, by who, by when & follow-up
• Meeting adjourns with the next agenda topics

Delegating Successfully

Key learning and description of session

This delegation module successfully deals with general delegation principles and process, which is applicable to individuals and teams, or temporary assignments, even “virtual teams”. We will help you encourage good delegation which will save time, develop new relationships and groom a possible successor all while avoiding frustration, confusion and possible failure of the task itself. We will teach you to ‘manage upwards’ and suggest improvements to the delegation process and understanding vertically and horizontally through your business.

space

Benefits

• Encourage motivation
• Help in the personal development of your team members
• Open the door to successful planning
• Be able to concentrate on other tasks for your own
• Appraise easily the “can and can not yet” of your employees

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Content

• SMART or SMARTER delegation
• Delegated Tasks Must Be: Specific/Measurable/Agreed/Realistic/Time Bound/Ethical/Recorded
• Defining the Task
• Selecting the Individual or Team
• Assessing Ability and Training Needs
• Explaining the Reasons
• Stating Required Results
• Considering Required Resources
• Agreeing Deadlines
• Supporting and Communicating
• Feed Back on Results

Making Good Decisions

Key learning and description of session

Making good decisions is a key factor to helping you lead effectively. We can give you the techniques to arrive at the best decisions for any business decision. This module is designed with problem solving techniques and specific formulas for you to reach the best decisions.

space

Benefits

• Teaches people to make good decisions based on facts
• Eliminates indecisiveness
• Saves time
• Help to seize opportunities

space

Content

• Pareto analysis – choosing what to change
• Paired comparison analysis – working out the relative importance of different options
• Grid analysis – making a choice into account of many factors
• PMI – weighing the pros and cons
• Force Field analysis – analyzing the pressures for and against
• Six thinking hats – Looking at a decision from different perspectives
• Starbursting – understanding option better by brainstorming questions
• Stepladders – making better group decisions
• Decision tree – choosing by valuing different options

New Manager's job and pitfalls to avoid

Key learning and description of session

Becoming a manager in a new job is something that can be daunting to anybody, no matter how much experience they have. Nerves and managing styles collide and can often affect the productivity of a team. This module will help you prioritize your main responsibilities and allow you to focus on the task at hand. We will dispel common misconceptions about what to do on the job and help you focus in on being the best manager you can be.

space

Benefits

• Get support for management
• Remove obstacles in your job
• Be able to share both power and information
• Gain good leadership skills
• Know what to do and when to do
• Know what to avoid while adjusting to a new management position

space

Content

• What your job really is: coach, setter of standard, performance appraiser, teacher, motivator?
• What not to be
• Your purpose and main responsibilities
• Leadership
• Pitfalls to avoid
• Gaining a balanced viewpoint

High performance leadership for existing Managers

Key learning and description of session

Make sure that your current managers are up to date on the latest and most effective managing tools of our program designed for existing managers. We’ll evaluate the skills set of your current management team and insure that they’re being highly effective in their roles.

space

Benefits

• Assessing and developing leadership skills
• Coaching and managing individual employee performance
• Building collaboration and team work
• Facilitate planning and problem solving

space

Content

• Getting into teams
• Common types of teams
• Look before you leap
• 3 cornerstones of building a team
• Strategies for building Productive Teams
• Models in Focus-Cohesiveness
• Developing Tools for productive Team Players
• Accountability
• Instant coffee – Instant teams
• Effective interpersonal communication
• Planning
• Problem solving
• Conflict resolution

Dealing with resistance in change

Key learning and description of session

People are not always the most adaptable to change, often times managers are the most affected by change because not only do they have to adjust on their own but they must assist in the adjustment for everybody else. Change in the workplace is necessary; it makes for a more creative working environment and avoids too much repetition. It’s important to embrace change and not shy away from it, that is why we have created a module to help you accept change and adapt easily.

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Benefits

• Ability to accept change and see the reason for it
• Embrace the fundamentals of change in an organization
• Understand the pressures of change on everybody in the organization
• Have the best tools on hand to deal with any bumps on the road for change

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Content

• Working with a difficult manager
• How to handle and what to expect
• Managing change from the top
• Getting over your fear of the unknown
• Reducing your resistance to change

Managing People

Key learning and description of session

One way or another, business is all about Managing People. True, leadership is another part of it, but one way or another; you’re going to have to be great with people in your business or organization to be a success.

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Benefits

• Master the way to express yourself in a clear and concise way
• Be better understood
• Save time on mistakes and misunderstanding
• Convey a positive and professional image
• Enhance your interactions with people through communication

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Content

• Managing Focus
• Building the Best Teams
• Focusing on Delivery
• Building Relationships
• Accepting Feedback
• Developing Others
• Being Accountable
• Setting Standards
• Be Determined
• Can Be Trusted

Managing productive meetings

Key learning and description of session

Meetings work best when they’re structured and run effectively and efficiently. We can help you decide who should organize the meetings, which roles different individuals should have in the meetings and who should be included. This module will give you everything from strategy tips for running meetings to popular meeting icebreakers to get the ball rolling.

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Benefits

• Teaches the value of meetings as a management tool
• Shows critical planning steps that makes meeting time more efficient
• Pinpoints to start and end meetings in time with a well constructed agenda
• Identify the role of the meeting chair and the meeting participant
• Identify the steps to take to create a safe forum for discussion
• Develop and practice techniques for handling counterproductive behaviour

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Content

• Presentation of the 4 main roles:
– Time Keeper
– Script
– Chairperson
– Participant
• Preparation of the meeting agenda and who should attend
• Collection of information prior to meeting
• Timely distribution of agenda and feedback
• Crucial seating arrangements
• Meeting starts with the previous meeting minutes with a round table
• Meeting road map and ground rules
• Meeting open forum
• Activity, by who, by when & follow-up
• Meeting adjourns with the next agenda topics

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Paradigm Shift

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Complementary Mindsets

Key learning and description of session

When running your business overseas often times you will be asked to deal with a cross-cultural issue. Let us employ you with the skills necessary to conduct business overseas with an era for cultural differences in both societies and business cultures.

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Benefits

Everyone knows that while different cultures may think about the world differently, they use the 
 same equipment for doing their thinking 
 Everyone knows that whatever skin color, nationality or religion, every human being uses the same 
 tools for perception, memory and for reasoning 
 Everyone knows that a logically true statement is true in English, German or Hindi 
 Everyone knows when a Chinese and an American look at the same painting,
 they see the same picture 
 But what if everyone is wrong?

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Content

• Philosophies: The Syllogism and the Tao
• Mindset: The Social Origins of Mind
• Society: Living Together vs. Going It Alone: Social Life and Sense of Self in the Modern East and West
• Worldview: “Eyes in Back of Your Head’ or ‘Keep Your Eye on the Ball’
• Language: Is the World Made Up of Nouns and Verbs?
• Logic: ‘Ce n’est Pas Logique’ or ‘You’ve Got a Point There’
• Meeting in the Middle:
• The End of Psychology or the Clash of Mentalities
• Getting Consensus
• Complementarity
• Application in the Business Life

Thinking Outside of the Box

Key learning and description of session

Although creative thinking and imagination are critical to an organization’s continued growth and profitability, it is often our human nature to behave in ways that do not favor thinking creatively and using imagination is often frowned upon in organizational context. In this session we will explore how leaders and their team members can tap into their intrinsic motivation and make space for reflective imaginative thinking. In order for creative ideas to flourish, a context must be provided where creativity is continually sought, valued and where environments and creativity are exciting and dynamic. Moving beyond traditional brainstorming, we will introduce effective, yet simple techniques to assist the creative thinking process including methods that build in lateral, divergent thinking.

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Benefits

• Use your brain to its full potential
• Look at things from various angles
• Develop your critical thinking
• Increase your innovative capability
• Release the creative potential in products, services, brand, organizational structures
• Enhance your problem solving skills
• Improve the status quo Content

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Content

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Part 1. Outside-In
• Trapped inside
• Mind blockers
• Socratic questioning
• Free at last
• Caterpillar and the cat
• Creative thinking
• Areas for innovation
• Product Innovation & diversification
• Customer services
• Creative advertising
• Efficiency – quality – cost
• Personal effectiveness

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Part 2. Inside-Out
• Tolerance for ambiguity
• Mental flexibility
• Producing creative ideas
• Techniques, tools and triggers
• Brainstorming
• Nyaka – defect analysis
• Features Matrix – creative bi-sociation
• Brain faxing – creative problem solving
• Trigger cards
• Chip analysis
• Presentation tips – bomber

Interview Skills Training: Candidate X-Ray

Key learning and description of session

Choosing the right candidate for your company is the same as selecting the future of your business. We have a program that will give you the tools and observation skills necessary to finding the right candidate for an available position. We’ll integrate different interview styles for different types of candidates as well as arming you with the knowledge to ask the right questions to get the right person.

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Benefits

• Using listening and questioning techniques to develop the best interview skills
• Learn to read people by their body language
• Analyze different types of interviews
• The Key Objective: choosing the right candidate for the position

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Content

• Interview Skills
• Listening
• Questioning techniques
• Interpreting body language
• Interview Types and Tips
• Selection
• Appraisal
• Discipline
• Counseling
• Fact-finding
• Skill Summary

Performance Management Minimizing Stress, Maximizing Effectiveness

Key learning and description of session

If you’re like most managers, performance management is stressful. Today’s business climate adds a new layer of uncertainty and accountability, making performance management even tougher to navigate. This seminar gives you the time-tested roadmap for developing and reviewing performance that aligns with rapidly changing priorities and organizational goals to help you stay focused and move your team forward.

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Benefits

• Use quick performance snapshots to streamline and improve the review process
• Understand how to cope with various employee reactions
• Overcome reluctance to communicate, coach and give feedback
• Learn to provide clarity when there is organizational ambiguity
• Set SMART objectives linked to organizational goals, providing feedback,
  coaching and development opportunities
• Write a performance appraisal and have a structured discussion that resolves any problems or unclear objectives

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Content

• Performance management at a glance
• Aligning objectives with your company’s business goals
• Addressing matrix reporting relationships
• Communicating with employees often (provide short, quick performance snapshots)
• Writing the performance appraisal: fair, “objective”, no surprises
• Having the performance appraisal discussion: fair, “objective”, no surprises
• Dealing effectively with various employee reactions
• Planning for short and long-term objectives

Team Cohesion

Key learning and description of session

Team Cohesion is one of the most necessary aspects of teamwork in order to propel success. When a team comes together and really knows each other inside and out, their productivity increases and often times they find that they can increase their goal expectations. The Team Cohesion model was designed for managers to implement proper team building techniques into their management styles.

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Benefits

• Higher team morale
• Goal expectations can be constantly increate
• Clear roles and responsibilities will be defined
• Distribution of tasks is made easier and more efficient
• Performance measurements are more accurate

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Content

• The 4 stages a team goes through: 1. Forming 
2. Storming 3. Norming 4. Performing
• Roles and Goals
• Interpersonal relationships
• Managerial procedures
• The 7 Critical Team Skills

Time Management

Key learning and description of session

Beat Work Overload. Increase Your Effectiveness. Achieve Much More. Key learning and description of session Time management can prove to be the most effective way of improving your business. There are many distractions in the work environment and we recognize that. We’ve designed a program to help improve YOUR time usage. We will reduce your stress levels while making you more productive. This module will help you reach the goals you set and show you how to continuously raise the bar on your performance.

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Benefits

• Be better at managing your time and energy
• Be better at finishing the tasks or project work on time
• Prioritize your tasks
• Make full usage of your potential
• Have a very organized team

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Content

• The 4 stages a team goes through
• How good is your time management: Discovery of time management tools
• Beating procrastination: Manage your time, get it all done
• Activity logs: know where your time goes
• Prioritized to do list: taking control of your time
• Action programs: becoming exceptionally well organized: Urgent / Important/ Not Urgent / Not Important Grid
• Effective scheduling: bringing your workload under control
• Locke’s goal setting theory: Understanding S.M.A.R.T. Goal setting
• Forward planning versus backward planning
• In flow: achieve much more with same effort

Happiness is the Key

Key learning and description of session

As the saying goes : “Happiness is not something ready. It comes from your own action”.Thanks to this workshop, we will present you how optimism can elevate you to a joyful and peaceful life at work and home. The participants will understand that positive action is helping everyone to build connections with others. Happiness can be be learned, therefore cope with the stress of life and learn how to raise the bar.

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Benefits

•Enhance the meaning of your daily life
• Set the goals for your ultimate happiness
• Discover the seven meditation on happiness
• Get used with the happiness habits
• Provide new perspectives at home and work

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Content

• The pursuit of happiness
• Self creation happiness
• Happiness in the workplace
• Happiness in relationships
• Creating connections with others
• Positive emotions feel good and do people good
• Reference and further reading

Teach it Quick and Make it Stick: Train the Trainer

Key learning and description of session

We want you to be able to educate your employees so that they understand what you want right away and there is no wasted time. Let us teach you how to train your employees the right way, the first time. You’ll be able to teach it quick and make it stick with our comprehensive development-training program. This module is designed to help you increase efficiency and save time.

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Benefits

• Finalizing the training needs
• Enhancing facilitation skills
• Evaluate the training results and to monitor the training

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Content

• Planning the facilitation sessions
• Facilitation methods
• Session skills
• Interpersonal skills
• Energizers
• Problem-solving skills
• Helpful attitudes and values
• The knowledge base
• Reference and further reading

Luxury

Luxury in its new context is the enjoyment of the best in life.

Luxury Concept

What does the luxury concept actually encompass? What are the essential attributes of this category of so-called ‘luxury’ items’? This module provides a platform to explore the idea of luxury, its conception, its influences and historical positioning. We also investigate on the reputation of luxury brands: based not only on the quality of the service provided, but also on their staff; the way in which the brand’s representatives greet, serve and advise their customers. In today’s luxury industry, it is essential to know how to get the best from your employees. For this very reason luxury attitude provides insight into the development and implementation of luxury brands ‘Service Strategy’.

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Benefits

• In depth understanding of what “luxury versus prestige” means
• The origins of the concept of luxury, its past, its present
• The changes luxury encounters from one generation to another in the perception of its consumers and addicts
• What makes us all willing to take part of this “glamour world”

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Content

• The Concept of Luxury
• The History of Luxury
• Luxury and Society
• Luxury Product
• Luxury in the Market

Luxury Selling

Key learning and description of session

Luxury consumer focus doesn’t end with the product itself but rather extends towards the dream that comes along. Therefore ‘selling luxury’ rhymes with memorable shopping experience enforcing the emotional connection of the client to the brand itself. This module provides you with the competencies required from a sales person in order to be called “value merchant”, the one who sells the value rather than the product.

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Benefits

• A Skill Called “Empathy”
• Etiquette & Manners
• From Good to Great
• Improve Your Personal and Professional Image
• Acquire Knowledge About Sophistication and Luxury
• Empathize With Your Client and Establish Emotional Connection
• Introduction to Luxury Sale Cycle
• Increase Your Clients’ Satisfaction
• Double Your Sales Results With Right Attitude and Up-Sell

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Content

• What Happens in a Luxury Environment That Makes it Unique?
• How do You Build Customer Loyalty That Can Last for Decades or even a Lifetime?
• What is the Link Between a Luxury Creation and the Person Dreaming of Owning It?
• How Can You Give Added Value Compared to the Competition?
• How Do You Go About Up-Selling or Cross-Selling In a Luxury Environment?
• How Can You Take Advantage of Customer After Sales Service Situations?
• How Can Approaches Such as Using Silence and Observation Play an Active Role in the Sales Process?
• What Are Customers Really Shopping for When They Visit a Luxury Boutique?

Luxury Attitude

Key learning and description of session

Where prestige is perceived as a knowhow, luxury is more perceived as comfort, beauty and sumptuous lifestyle. There are 3 distinctive style of luxury that can be summed up as: Iconic, experiential and Intellectual.

Although distinct, all three have a converging point that we call “Luxury Attitude”.

People working in the luxury lifestyle business should have a unique mindset of pleasing, pampering, providing unique and memorable experiences to the “customers”. This training has been designed as a “Vision Enhancement” project that basis itself on the undeniable fact that a stretched mind will never return to its original shape, thus an employee with an enhanced vision will exceed the expectation of the customer.

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Benefits

• Welcome to the Club Approach
• Sales Cycle
• Emotional Tune in With Customer
• Profile value merchants

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Content

• Grasping Luxury Mindset
• The Essence of Manners
• Global Habit and Etiquette Tips
• The Art of Elegance
• Being Your Personal and Professional Best
• Service and Retail Focused Luxury Attitude
• Emotional Connection With the Consumer
• Luxury Customer Psychology
• Profile Value Merchants

Luxury: Dining Etiquette and Social Graces

Key learning and description of session

Luxurious brands are a dream world and people want to be part of it. Your employees belong to a prestigious elite and they should feel they are the core, the essence of the brand. Brands in the luxury industry stand for sophistication and prestige; all the employees contribute to deliver this idea of the brand to the world. Employees are your best ambassadors. In order to fulfill this role they should know their clients’ lifestyle and feel at their ease in all situations. Only in this way they can understand the needs of the clients and serve them.
The brand is made of people, and as they cover such an important role for the company they should be trained to achieve successfully this goal. It is important they know how to behave in business situations, especially during social events like business dinners.

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Benefits

• Understanding of Table manners
• Understanding of the differences between Eastern and Western Culture
• How to behave in Formal Occasion
• Self-esteemed

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Content

• Heritage of Table Etiquette and Social Graces
• Western Table Manners
• How to behave as Ambassador of TAG HEUER in social occasion

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