Leadership Essentials – Creativity and Critical Thinking

INTRODUCTION

The Experiential economy is upon us and hence time has become an issue with the busy people of today. We have little time for face to face interactions all the time. In these modern times, Telesales has become an important channel to reach out to the prospective customers and clients.

In The Superstars of Telesales workshop, the participants will be going through a great journey or skill discovery as well as the right attitude and mindset to make things happen.

BENEFITS

Upon completion of this program, participants will be able to:

• Fortify the fundamentals and the foundation for effective Telesales management
• Effectively applied tools and best practices for immediate improvement
• Explore the best methods of delivery and implementations
• Increase skill level and confidence of participants to the next level

AUDIENCE

This program is suitable for Sales, Marketing & PR, Leaders & Head of Departments, Administrative & Business Support, Customer Service, Front Liners & after Sales Support and Anyone who aspires to communicate more effectively

• Level for Executives and above

METHODOLOGY

This stimulating program will maximizes the understanding and learning through Interactive, dynamic presentations, group activities, sample calls and video aids

Module

• BECOMING A SERVICE-ORIENTED SALESPERSON
  • Bringing Value To Customers
  • Incorporating Principles And Values Into The Sales Process
  • Developing The Character And Attitude For Sales Success
• PLANNING THE CALL
  • Matching Features And Benefits To Customer Needs
    Developing A Call Objective
• OPENING THE CALL
  • Opening The Outbound Call
  • Opening The Inbound Call
  • Dealing With Resistance During Opening
• FINDING AND QUALIFYING THE DECISION MAKER
  • Dealing With Gatekeepers
  • Qualifying Customers
  • Using Voicemail To Your Advantage
• UNDERSTANDING CUSTOMER NEEDS
  • Using A Questioning Strategy
  • Learning To Actively Listen
  • Confirming Your Understanding
• PRESENTING YOUR PRODUCT AND CLOSING THE CALL
  • Connecting Your Product To Customer Needs
  • Securing Commitment To Your Call Objective
  • Closing The Successful Call
• WHAT TO DO WHEN THEY SAY NO!
  • Overcoming Objections
  • Closing The Call When There’s No Commitment
• END

 BENEFITS

Upon completion of this program, participants will be able to:

• Improve their customer service skills
• Use some of the techniques to achieve excellence in customer service
• Work on improving their relationships with other employees
• Understand their customer needs and expectations
• Understand effective ways to handle customers complaints
• Improve their problems solving skills
• Understand their important roles they play in their respective organizations

AUDIENCE

This program is suitable for Executives, Senior Executives, Assistant managers, Managers, Trainers, Lecturers, Students and everyone who has a stake in the organization’s teamwork

• Level for Executives and above

METHODOLOGY

The method of learning would include Interactive, Dynamic Presentations, and Group Activities, Sample data /tools and Business games /simulators

Module

• CUSTOMER SERVICE PHILOSOPHY
  • Three Great Ways To Satisfy Customers
  • Who Does It Involve
  • The Great Poem Of Customer Service
• UNDERSTANDING CUSTOMER NEEDS & EXPECTATION
  • Who Are Your Customers
  • The Customer – Supplier Chain In Your Organization
  • How Do You Rate Your Current Customer – Supplier Relationship
• ASSESSING THE CUSTOMER’S BEHAVIOR TRIGGERS
  • What Actually Make Customers Behave The Way They Do
  • 12 Important Needs That Motivate Customers
  • 3 Golden Techniques To Gauge These Customer Needs
• HANDLING CUSTOMERS ON THE PHONE
  • Positive Versus Negative Elements
  • Building Goodwill And Trust
  • The 4 Step Formula Of Telling The Simple Truth
• THE PSYCHOLOGY OF COMPLAINTS AND ANGER
  • What Research Has Proven On Complaining Customers
  • The Complaining And Whining Caller
  • 5 Types Of Typical Complaints Calls
• HANDLING OF COMPLAINTS & TICKET /CASE MANAGEMENT
  • 6 Steps To Control A Complain
  • Dealing With Difficult Situations
  • 8 Rules To Avoid Customer Service Errors
  • Escalation Process Through Ticket System
  • How To Stop The Abusive Caller
• CALMING YOURSELF AND THE CUSTOMER
  • 5 Steps To Calm Yourself And The Customer
  • 5 Forbidden Points When Attending To A Complaint
• PROBLEM SOLVING SKILLS
  • Simple Problems Solving Techniques
  • Stimulating The Mind To Be Creative In Solving Problems On The Spot
• SELF ASSESSMENT ON CUSTOMER SERVICE
  • How Well Do You Know Your Organization
  • How Well Do You Know Your Role As A Customer Service Provider
• END

INTRODUCTION

Your technical skills and professional expertise are evidence of your ability to accomplish difficult tasks. Strong presentation skills can help you further advance your communication effectiveness. The ability to present articulately to customers, management, peers and others can significantly enhance your credibility, clout, and professional status. Delivering presentations at work or professional events is an unbeatable way to gain a reputation as a valued employee and an expert in your field.

BENEFITS

Upon completion of this program, participants will be able to:

• Identify the four essential components of a presentation.
• Describe an audience analysis and why it is a necessary step in a presentation.
• Create an attention-grabbing introduction.
• Implement techniques for varying vocal tones and body language.
• Understand and apply the principles of instructional techniques for adults.
• Learn to deliver course information appropriately and effectively.
• Prepare a clear and well-organized presentation/training.
• Learn to handle difficult situations.
• Use instructional and visual aids effectively.
• Learn to ask appropriate questions and answer questions clearly and completely.

AUDIENCE

This program is suitable for:

• English Program : Supervisor, Engineering and HOD’s
• Participants : For new & old staff who want to find areas to enhance their presentation skills

METHODOLOGY

This stimulating program will maximizes the understanding and learning through lectures, discussions, case studies and practical activities.

Module

• INTRODUCTION AND EVALUATION ON PROGRAM
  • Q. How To Be A Good Presenter? What Skills Do I Need?
  • A. Presentation 1: What Are Requirements To Become A Good Presenter?
• PRESENTER COMPETENCY CHARACTERISTICS – ASK CONCEPTS
  • Attitude Development
  • Presenter Intervention
  • How To Be An Effective Presenter
  • Contributions Of Training To Industries
• ROLES AND RESPONSIBILITIES OF A PRESENTER
  • Q. What Are The Roles And Responsibilities Of A Good Presenter?
  • A. Clear Understanding Of How An Effective Concept Of Learning Takes Place.
  • Presentation 2: Effective Concepts On How People Learn
• HOW TO FIND DATA FOR MY PRESENTATION?
  • How To Manage THIS JOB When I Am Busy?
  • How To Make Presentation A Passion When Given This Task/Responsibility?
• PRESENTATION PLAN
  • Understanding Smart Objectives
  • What Should Objectives Address?
  • Writing Effective Lesson Plans
  • Exercise And Practical Session
• EVALUATING PRESENTATION EFFECTIVENESS
  • Understanding The Four Different Levels
  • What Is An Evaluation?
  • When And How Is It Done?
  • Suggestion For An Effective Methods
  • Discussion And Action Plans For Improvement On Activities During Presentation
• END

INTRODUCTION

Writing is a key method of communication for most people and it’s one that many people struggle with. Does writing come naturally to you or do you hesitate, stumble and lose time trying to put your thoughts together? Think about the people who read your documents – are you convinced they are getting the intended message? Poorly written communication can damage your organization’s image and lose your business. This program is a writing refresher as well to help you in enhancing this relevant skill with techniques and practice sessions.

BENEFITS

Upon completion of this program, participants will be able to:

• Use correspondence to build and maintain positive business/working relationship
• Gain a better understanding on common spelling and grammar issues in business writing
• Review concepts in sentence and paragraph construction
• Learn the systematic approach of writing
• Learn how various types of business documents are structured in professional environment
• Learn to create a writing style that is interesting and easy to understand
• Learn tips and error-free plain English communication that will enhance the message

AUDIENCE

This program is suitable for executives, supervisors and managers.

METHODOLOGY

This stimulating program will maximize the understanding and learning through 40% lecture, 60% practice assignments, pre-training and post-training assessments, highly interactive, pairs and group assignments, and live email assignment and discussions (Wi-Fi connection required).

Module

• PURPOSE OF WRITING
  • Writing And Brand Image
  • Seek First To Understand – Writer And Reader’s Behavioral Style
    • Reader’s Preference
    • Reader’s Point Of View
  • WII (What’s-In-It) For You And Reader
  • 4Cs Golden Rules Of Effective Writing
• STRUCTURE OF WRITING
  • 5W1H Model Of Writing
  • Writing With Professional Impact\
  • Develop A Systematic Writing Plan Approach
    • Planning
    • Writing
    • Editing
    • Proofreading
  • Communicate With KISS
• TIPS AND TECHNIQUES OF EFFECTIVE BUSINESS WRITING
  • Use Plain English
  • Power Of Choice And Key Words
  • Focus Writing
  • Cut Clutter
  • Write Actively
  • Mind Your Language – Don’t Forget Mannerism
  • Emotion And Tonality
  • Building Paragraph Blocks For Easy Reading
  • Self-Explanatory Subject Matter
  • 3Cs For Grammar, Spelling And Punctuation
  • Avoid Metaphoric Language
• COMMON ERRORS IN ENGLISH
  • Singular And Plural
  • Present And Past Tenses
  • Similar Spelling, Different Usage
  • Vocabulary
  • Countable And Uncountable Nouns
  • Careless Omission Of -S, -Ed And -Ing Endings
• PROFESSIONAL EMAIL AND EMAIL ETIQUETTE
  • Significant And Eye-Catching Subject Matter – Don’t Make Me
  • Open The Email To Find Out The Purpose
  • Appropriate Salutation
  • Introduction/Body/Conclusion
  • Page View Only Message – Don’t Make Me Scroll!
  • Precise Words And Language – Don’t Make Me Guess What You
  • Are Trying To Say
  • Font Size, Color, Bold And Underline
  • 2-3 Lines Per Paragraph
  • Grammar And Acronyms
  • Sign Off And Corporate Taglines
• BUSINESS DOCUMENTS FORMAT
  • Agendas
  • Reports
  • Memorandum
  • Proposals
  • Minutes Of Meeting
• END