Workshops Categories

About the Workshop

In order to reduce attrition and to increase retention, this highly interactive workshop will introduce participants to management best practices.

Participants will go through the recruitment process while learning practical tools that will help them find the best fit depending on the desired competencies.

Participants will also be exposed to the best practices in terms of supervisory essentials; including communication skills, coaching & giving feedback, delegation skills, and employee motivation.

The workshop will also allow participants to learn the importance of an efficient performance management system and the essential tools to enhance their time management skills.

Learning Objectives

Upon completion of workshop participants will be able to:

1. Understand the importance of Behavioural Interviews to hire the “best fit”
2. Understand the importance of interpersonal communication skills to becoming a leader
3. Convey believability by ensuring the verbal, vocal, and visual elements of their communications deliver a consistent message
4. Learn how to give Constructive Feedback
5. Identify the differences between coaching and mentoring
6. Use a basic coaching model
7. Understand the delegation process
8. Carry Out the Delegation
9. Learn the key success for an effective appraisal
10. Learn how to Conduct and follow up on the Appraisal
11. Recognize the link between time management and productivity

Target Audience

This workshop will appeal to a wide range of audiences and is intended for Business professionals who are either at the managerial level or are interested in becoming Managers/team leaders.

Topics Covered

1. Competency Based Recruitment & Interviewing
2. The Cost of Hiring
3. Elements to consider during the Interview: the What and How competencies
4. The Behavioural Interview
5. Performance Appraisal
6. Managers’ Involvement
7. The Performance Appraisal Cycle
8. What the Performance Appraisal is not about
9. Employees’ and Organization’s Benefits
10. Employees’ Motivation
11. Satisfaction Results
12. Some Motivation Theories
13. Communication Skills
14. Cues to Believability
15. Perception
16. Listening and Questioning Skills
17. Giving Feedback
18. Effects of Feedback
19. Focusing on Constructive Feedback
20. Natural Response to Feedback
21. Johari Window Model
22. Coaching Skills
23. Fundamentals of Coaching
24. The GROW Model
25. Delegation Skills
26. Why should we Delegate?
27. When to Delegate?
28. How to Delegate?
29. What to Delegate?
30. Time Management Essentials
31. The Time Matrix
32. Do the Big Rocks first
33. The 4 Ds concept

Methodology

1. Learning Concepts/Presentations
2. Group Activities and Discussions
3. Tips and Tools
4. Individual and Team Exercises
5. Role Plays/Case Studies
6. Educational Videos
7. Action Plan to ensure Application of the Learning

Duration: 12 hours

About the Workshop:

At first glance, handling a difficult customer may seem like a thankless job.

Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life.

By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others.

Learning Objectives:

By the end of this workshop, participants should be able to:

• Cultivate a positive attitude

• Manage internal and external stress

• Develop abilities to listen actively and empathize

• Build a rapport with customers in person and over the phone

• Understand the diverse challenges posed by customers

• Develop strategies to adapt to challenging circumstances

• Handle complaints effectively

• Handle difficult customers

Topics Covered:

1. The Right Attitude Starts with You

• Make Gratitude a Habit

• Keep Your Body Healthy

• Invoke Inner Peace

2. Stress Management (Internal Stressors)

• Irritability

• Unhappiness With Your Job

• Feeling Underappreciated

• Not Well Rested

• Stress Management (External Stressors)

• Manage Your Work Space

• Loud Work Environment

• Co-Worker Relations

• Demanding Supervisor

3. Transactional Analysis

• What is Transactional Analysis

• Parent

• Child

• Adult

• Why are Some Customers Difficult

• They Have Truly Had a Bad Experience and Want to Vent

• Want Someone to be Held Accountable

• They Have Truly Had a Bad Experience and Want Resolution

• They are Generally Unhappy

4. Dealing with the Customer Over the Phone

• Listen to the Customer’s Complaint

• Build Rapport

• Do Not Respond with Negative Words or Emotion

• Offer a Verbal Solution to Your Customer

5. Dealing with the Customer In Person

• Listen to the Customer’s Concerns

• Build Rapport

• Respond with Positive Words and Body Language

• Aside from Words

6. Sensitivity in Dealing with Customers

• Customers who are Angry

• Customers who are Rude

• Customers with Different Cultural Values

• Customers who Cannot be Satisfied

7. Scenarios of Dealing with a Difficult Customer

• Angry Customer

• Rude Customer

• A Customer from Another Culture

• An Impossible to Please Customer

8. Following up With a Customer Once You Have Addressed Their Issue

• Call the Customer

• Send the Customer an Email

• Mail the Customer a Small Token

• Snail-Mail a Handwritten or Typed Letter

9. Lessons Learned

• Post Assessment

• Action Plan

Duration: 9 Hours

About the Workshop

Peter Drucker stated: “The output limits on any process are set by the scarcest resource…time is the scarcest resource, and unless it can be managed, nothing else can be managed.”

Time is an extremely valuable resource that cannot be recycled. Many people claim that lack of time is a big problem. It is quite a shock for these people when they come to realize that it is not a problem, but that it is a symptom. It is a symptom of unclear objectives, of poor allocation of priorities, and poor planning.

Utilizing some basic time management principles can mean the difference between constantly managing crisis, and efficient work performance. Although mastering these principles do take time at the beginning, time a busy manger just doesn’t seem to have, within a very short time the benefits become apparent.

Effective management is learning how to put first things first. It is identifying your high leverage tasks that will allow you to achieve your goals and objectives.

Workshop Objectives

By the end of the workshop you will be able to:

• Assess your time management skills and identify areas for improvement

• Categorize tasks based on their importance and urgency

• Identify high-leverage tasks

• Recognize the different time wasters

• Set a strategy to deal with time wasters

• Use planning tools to help you schedule tasks and activities

• Articulate what can be delegated and what you must not delegate

• Delegate tasks more effectively

Covered Topics

1. Pareto’s Law

2. First Things First

3. Time Wasters

4. Dealing with Time Wasters

a. Procrastination

b. Meetings

c. Fatigue, Stress, and ill Health

5. Time Management Strategies

6. Daily Prioritizing

7. Scheduling

8. Planning Tools and Aids

a. Calendars

b. Activity Lists

c. Charts and Boards

d. Computers

e. Tickler Files

f. Daily Planning Calendar

9. Delegation

a. Benefits for the Manager

b. Benefits for the Employees

c. Benefits for the Organization

d. What Prevents Managers from Delegating

e. Pre-requisites of Effective Delegation

f. What to Delegate

g. What You Should Never Delegate

h. Components of Effective Delegation

i. Step-by-Step Delegation Process

10. Other Time Management Tips

Duration: 8 hours

About the Workshop

Personal assistants play a crucial role in their bosses’ lives, this workshop was designed to enhance their office management skills, effectively manage a schedule, organize meetings, take minutes, become organized, follow up, in addition to important skills that facilitate their jobs and in turn the jobs of whom they report to.

Who should attend?

• Personal assistants

• Secretaries

• Office managers

• Administrative managers

Covered Topics

1. Introduction

a. Information overload syndrome

b. Attributes of a well-managed “office” individual

2. Personally, assisting yourself

a. Development of skills

b. Interpersonal

c. Communication

d. IT

e. Internet

f. Office technology

g. Necessary skills

3. The use of a personal agenda

a. Filofax it

b. What goes in the personal organizer?

4. Organizing deadlines

a. The 5 tips

5. Time management essentials

a. Prioritizing your time

b. The urgent/important matrix

c. Planning wisely

d. Tackling procrastination

e. Organizing your workspace

6. Follow Up

a. Intro to mind mapping

b. Using your whole mind to remember

7. The etiquette of the telephone

a. The greeting

b. The reply

c. The content

d. The exclamation

e. Post holding

f. The closure

8. Business correspondence

a. When it is not an email

9. Email, internal memoranda, and dictation

a. The 18 main rules of email

b. Internal memos

c. Dictation

10. Meetings, its minutes, its distribution, and its follow up

a. Preplanning

b. Record taking – at the meeting

c. Minutes writing using a recorder

d. Distributing or sharing minutes of meeting

e. Filing or storage of minutes for future reference

11. Diary management

a. Colour coordinating

b. Thinking about either side of the meeting

c. Travelling time

d. To delete or not to delete

e. Blocking time out to work

12. Filing

a. Managing time

b. Effective file management

c. Prioritize your files for action

13. Travel, transportation, accommodation

a. Pre-trip discussion

b. Booking the flight

c. Arranging hotel and transportation

d. Revising details

14. How to use search engines

a. What you need to know

b. Searching the web

15. Stationery and office equipment purchase and par level

a. Understanding a par level

b. Fetching for prices

16. Power point presentations 101

a. Basic rules for presentation

b. Use restraint with fonts

c. Choose fonts wisely

d. Avoid text overload

e. Basic rules

f. Presentation mistakes

g. PPT guidelines

h. Choosing a colour scheme

i. Using contrasting colours

j. Clip art and graphics

17. Event planning

a. Fundamentals of event planning

18. Delegation principles

a. Advantages of delegation

b. 9 principles of delegation

c. Levels of delegation

Approach

• Visual/Audio techniques

• Story telling

• Case studies

• Practice

Duration: 12 hours

Subjects

1. Leadership
2. Managerial skills
3. Human resource management
4. Team building
5. Team management
6. Interpersonal skills

About the Workshop

By understanding how your mind functions and how to communicate with yourself is vital to your success in every aspect of your life on all levels; this is what this course revolves around.

Through neuro-linguistic programming you will be able to reach heights which may have been unimaginable to you.

Who should attend?

• Human resource managers

• Entrepreneurs

• Managers

• Supervisors

• Team leaders

Covered Topics

1. NLP and stress management

a. Mind

b. Body

2. NLP and time management

a. Emotions and priorities

b. This not that

c. Time code

d. Timeline

3. NLP and personal creativity

a. Hindrances

b. Problem-solving

c. Daydreaming

d. Naturalize

e. Re-flow

f. Supercharge

4. NLP and group creativity

a. What?

b. How?

c. Walt Disney

d. Einstein

5. NLP and procrastination

a. Value

b. Focus

c. Option

6. NLP and decision making

a. What strategy?

b. Positive outcome

7. NLP and presenting to groups

a. Self confidence

b. Handling questions

c. Body usage

8. NLP and motivation

a. Aspirations

b. Meta-programmes

c. Get fired up

9. NLP and meetings

a. Purpose?

b. Meta-models

10. NLP and building effective teams

a. Auditing teams

b. Impacting teams

c. Pass the culture

Approach

• Visual/Audio techniques

• Story telling

• Case studies

• Practice

Duration: 18 hours

About the Workshop

The meaning of Telephone Skills can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great workshop.

With our Telephone Skills workshop, your participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, your participants will improve on almost every aspect of their career.

Workshop Objectives

• Recognize the different aspects of telephone language

• Properly handle inbound/outbound calls

• Know how to handle angry or rude callers

• Learn to receive and send phone messages

Covered Topics

1. Aspects of Phone Skills

a. Phrasing

b. Tone of Voice

c. Speaking Clearly

d. Listen to the Caller

e. Case Study

f. Review Questions

2. Using Proper Phone Language

a. Please and Thank You

b. Do Not Use Slang

c. Avoid Using the Term “You”

d. Emphasize What You Can Do, Not What You Can’t

e. Case Study

f. Review Questions

3. Eliminate Phone Distractions

a. Avoid Eating or Drinking

b. Minimize Multi-Tasking

c. Remove Office Distractions

d. Do Not Let Others Interrupt You

e. Case Study

f. Review Questions

4. Inbound Calls

a. Avoid Long Greeting Messages

b. Introduce Yourself

c. Focus on Their Needs

d. Be Patient

e. Case Study

f. Review Questions

5. Outbound Calls

a. Be Prepared

b. Identify Yourself and Your Company

c. Give Them the Reason for the Call

d. Keep Caller Information Private

e. Case Study

f. Review Questions

6. Handling Rude or Angry Callers

a. Stay Calm

b. Listen to Their Needs

c. Never Interrupt

d. Identify What You Can Do for Them

e. Case Study

f. Review Questions

7. Handling Interoffice Calls

a. Transferring Calls

b. Placing Callers on Hold

c. Taking Messages

d. End the Conversation

e. Case Study

f. Review Questions

8. Handling Voicemail Messages

a. Ensure the Voicemail Has a Proper Greeting

b. Answer Important Messages Right Away

c. Ensure Messages are Delivered to the Right Person

d. When Leaving a Message for Others

e. Case Study

f. Review Questions

9. Methods of Training Employees

a. Group Training

b. One-on-One Training

c. Peer Training

d. Job Shadowing

e. Case Study

f. Review Questions

10. Correcting Poor Telephone Skills

a. Screening Calls

b. Employee Evaluations

c. Peer Monitoring

d. Customer Surveys

e. Case Study

f. Review Questions

11. Wrapping Up

a. Words from the Wise

b. Review of Parking Lot

Duration: 6 hours

About the Workshop

By defining stress and learning to understand its effects on emotional health and in turn examine strategies for coping with stress as well as employing meditation techniques, make personal contacts positive and meaningful and explore ways to attain and maintain emotional maturity, you will be able to acquaint others with stress management skills which will increase productivity, performance levels and better attitudes.

Who should attend?

• Anyone coping badly with stress

• Anyone who needs to manage stress effectively

• Anyone with a low tolerance level leading to stress

• Anyone looking to enhance their emotional health

Covered Topics

1. Understanding stress

a. Recognizing stress

b. Identifying behaviour patterns

c. The three stages of stress

d. Examining workplace stress

e. Stress in your workplace

f. Understanding burnout

g. Finding the right amount of stress

2. Taking responsibility for your own stress

a. Identifying stress in your life

b. Coping with stress

c. Stress release

d. Case study: Maria’s overwhelming stress

3. Reducing stress through biofeedback, mindfulness, and meditation

a. Understanding biofeedback and mindfulness

b. Meditation exercise

c. Seven attitudes that contribute to emotional health

4. Improving relationships with self and others

a. Accepting yourself as a unique individual

b. Realistic and unrealistic expectations

c. Assessing your strengths

d. Acknowledging universal human needs

e. Building better relationships

f. Recognizing negative relationship patterns

g. How well do you relate to others?

h. Case study: john relates to family and friends

5. Enhancing your emotional health

a. Understanding emotional maturity

b. Case study: roger deals with a common problem

c. Exploring your own emotional fitness

d. Building self-confidence

e. Solving problems openly

f. Ten tips for maintaining emotional fitness

g. Case study: carol looks ahead

h. Setting personal goals

Approach

• Visual/Audio techniques

• Story telling

• Case studies

• Practice

Duration: 12 hours

About the Workshop

Self-leadership is not a destination, it’s a daily process.

Self-leadership does not come with a user manual and by the time we are done with all the trials and errors, we realize that some things cannot be mended, or that we are just lost somewhere.

This lectured course aims to inspire individuals to take daily action towards achieving results and owning their life properly.

Application of what will be introduced is key.

Learning Objectives

By the end of this course, participants will be able to:

• Understand what self-leadership is

• Commit to changing what no longer works

• Discipline themselves

• Correct repeated mistakes

• BE held accountable and responsible

• Create an action plan of good change

Topics Covered

1. Life as a Test

2. It’s YOUR Life

3. Starting a New Chapter

4. Some Motivation

5. Mindset #1: Owning It

6. Mindset #2: Choosing to Think and Feel Effectively

7. Mindset #3: Self-Awareness

8. Mindset #4: Self-Confidence

9. Mindset #5: Self-Efficacy

10. Mindset #6: Influence

11. Mindset #7: Impact

12. Self-Leadership Methods

Duration: 6 Hours

About the Workshop:

Most of us need practical ways to make our meetings effective, smooth and successful.

This rich workshop covers effective tools, techniques and mindsets to get the best out of your meetings.

Learning Objectives:

By the end of the workshop, participants will be able to:

• Understand how to advance meeting management and enhance it

• Learn tips and tricks to keep everything on track and follow up

• Follow up efficiently

• Align meeting attendees

Topics Covered:

1. Improving meetings

2. Agendas

3. Using a meeting manager

4. Ground rules

5. Group memory

6. Different learning and communication styles

7. Time

8. Decision making in meetings

9. Pace

10. Working towards a preset meeting mission

11. Documenting

12. Evaluating

13. Roles and responsibilities for effective meetings

14. Self-review

Duration: 6 Hours

ِAbout the Workshop

This workshop was designed to equip participants with the needed knowledge to handle difficult people, these difficult people were put in categories in a fun memorable form, which is intended to facilitate identification of types and the techniques required in context.

Learning Objectives

By the end of this workshop, participants will be able to:

• Recognize difficult behaviors

• Identify the roots of the unwanted behaviors

• Decode difficult people

• Improve their listening skills to reach a deep understanding

• Improve their speaking skills to be understood

• Communicate properly and effectively with difficult people

• Use techniques and solutions suitable for each unwanted behavior

• Not let difficult people or unwanted behaviors control the situations

• Take control of the situation and get difficult people to work for/with them

Covered Topics

1. Overview of how to deal with difficult people

2. Realize four intents

3. Communicational Skills

4.Win the Tank

5. Beat the Sniper

6. Deal with the “know-it-all”

7. Control the Exploder

8. Deal with the super agreeable

9. Neutralize the negativist

10.Bring on Board the Indecisive, the Ditherer, the hesitant

11.Deal with the Complainer

Duration: 6 Hours

About the Workshop

A record is anything that provides information. A record may be on any type of media, and is a fundamental part of organizations therefore records must be managed from the time they are created or received through distribution, use, and maintenance, until they are finally destroyed or permanently archived; this workshop was designed around filing, storing, retrieving and transferring records all part of the main records management programe.

Learning Objectives

By the end of this workshop, participants will be able to:

• Establish guidelines for developing vital records operating procedures

• Recommend solutions for common filing problems

• Implement a successful, suitable filing system

Covered Topics

1. What is Records Management?

2. Filing and Storage

3. Storage Method

4. Storage Equipment and Supplies

5. Straight Line Tabs

6. Choosing the Right Equipment

7. Six Steps in the Records Management Procedure

8. Retrieving, and Transferring Records

9. Archiving

10. Retention Schedule

11. Record Cycle

12. Common Methods of Records Transfer

13. Index Types

Duration: 4 Hours

About the Workshop

With this workshop, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.

Learning Objectives

Upon completion of workshop participants will be able to:

1. Win the first impression

2. Handle Call center challenges

3. Master Professionalism

4. Deal with Customers

5. Enhance their communication skills

6. Shape their attitude

Target Audience

This workshop is intended for customer service and call center representatives.

Topics Covered

1. The CSR--A Powerful Voice

· The CSR's Valuable Role

· First Impressions Count

· The Call center Challenge

· The Quality Call

2. Gaining the Professional Edge

· Six Elements of Professionalism

· Element 1: Manage the Customer Call

· Element 2: Know Your Products and Services

· Element 3: Be a Team Player

· Element 4: Remain Customer Focused

· Element 5: Take Responsibility

· Element 6: Make a Commitment

3. The All-Important Customer

· Recognizing the Customer's Style

· Tailoring Your

· guidelines for Analytical and Assertive Customers

· Understanding Your Own Behavioural Style

· Eight Customer Needs

4. Building Your Communication Skills

Ten Essential Communication Skills

· Skill 1: Listening Effectively

· Skill 2: Extending Common Courtesy

· Skill 3: Avoiding Statements That Give the Wrong Impression

· Skill 4: Using the Customer's Language

· Skill 5: Gathering Customer Information

· Skill 6: Satisfying the Angry Customer

· Skill 7: Managing Technology

· Skill 8: Writing Effective Email

· Skill 9: Mental Scripting

· Skill 10: Closing the Conversation

5. Attitude--Your Most Important Asset

· Shaping Your Attitude

· Choosing a Positive Attitude

· The Impact of Stress on Your Attitude

· The Call Center Workload

· Avoiding Office Gossip and Drama

6. A Plan for Self-Improvement

· Three Steps to Self-Improvement

· Step 1: Take Stock of Your Skills

· Step 2: Define Your Objectives

· Step 3: Develop Your Action Plan

Duration: 12 hours.

ِAbout the Workshop

This workshop is ideal for those who need to lead themselves professionally and smartly in and out

of the workplace and gain tips for business protocol and multicultural etiquette.

Learning Objectives

By the end of this workshop, participants will be able to:

• Reflect their establishment in the most professional way possible

• Gain tips for good Protocol and Multicultural Etiquette

• Understand Business Etiquette and its role

• Learn techniques for meeting new people

• Explore Telephone and Written Etiquette

• Take the Initiative to Create a Healthy Working Environment

Target Audience

• Anyone looking to lead themselves in a refined manner

• Corporations requiring more professionalism out of their people

• Organizations establishing or working on their image

• Anyone interested in business etiquette

Topics Covered

1. The Golden Rules of Service Manners

a. Definitions

b. Personal Impact

c. Impact Rating

2. The ABC’s of Service

a. Greeting

b. Guiding

c. Escorting

3. Communication Essentials

a. Communication Rights and Responsibilities

b. Boosting Listening Skills

c. Refining Speech

d. Gestures in Non-Verbal Communication

4. Dealing with People Face to Face

a. First Time Guests

b. Who has the Initiative?

c. Judging Seniority

d. Customers Vs. Colleagues

e. Dealing with the Complaint

f. Respecting Confidences

5. The Etiquette of the Written Word

a. Email Etiquette

b. Internal Correspondence

6. The Etiquette of the Telephone

a. The Greeting

b. The Reply

c. The Content

d. The Exclamation

e. Post Holding

f. The Closure

7. Being Courteous to Foreign Business People

a. Different Cultures

b. Ethnic and Religious Differences

8. Business to Business

a. The Main Points

9. Common Problems

a. Traps

b. Blowing the Whistle

c. Amorous Encounters

d. Workplace Rage

10. Grooming

a. Words to Live By

b. Grooming Standards and Code of Conduct

Methodology

• Lecture

• Videos

• Case Studies

• Real life scenarios

• Role plays

• Exercises

Duration: 9 hours