• Balance between useable theory and practising
• The participants are not at the workshop, they are part of the workshop, as are we, the 2-facilitator team: interaction is the key
• Tell us what you want – we will customise the workshop
• Native speaker duo means a language immersion session
• 2 is more than 1+1: dual perspective, dual attention, dual delivery
• We demonstrate what we preach

• Participants give presentations – impromptu and prepared
• Prework ensures participant investment and benefit
• Individual feedback (break-out sessions on Day Two)
• Learning how to learn from what others do

COMMUNICATE, COMMUNICATE, COMMUNICATE

• How communication works
• Ways we communicate
• Your body sends a message
• Your voice as a versatile tool

FOCUS ON YOUR AUDIENCE

• Who is out there: understanding the audience
• Meeting needs: shaping your message
• Using language effectively
• Diversity – conformity –  culture

THE NUTS AND BOLTS(OPTIONAL)

• Technical issues
• Aesthetics
• The decision-making, information-heavy presentation

MAKING IT ALL HANG TOGETHER

• Putting together and giving your presentation
• Keeping your audience’s attention
• Layering information
• Structure and timing of a presentation

STAYING ON TOP

• F.E.A.R.
• Handling difficult questions
• Handling difficult situations

LANGUAGE – CHALLENGE AND CHANCE

• First impressions: the speaker
• Roman rules of rhetoric
• Challenges are opportunities
• The three P’s of presentation (Practise, Practise, Practise)

INTERNATIONAL PRESENTATION TRAINING

Throughout the two-day programme, your colleagues will receive intensive, hands-on guidance to enable them to acquire expert skills in the key areas of live communication – whether while standing in front of an actual audience or having to hold a presentation via digital technology.

Participants will experience a truly interactive program, involving their planning and giving several different types of presentations. The training takes each participant step by step through a process of self-awareness, fighting fear of public speaking, audience awareness, understanding the how’s, what’s and why’s of professional business communication today, as well as a detailed series of modules on those challenges business presentations bring with them: difficult audiences, difficult questions and how to avoid the pitfalls many poor speakers find themselves in.

Additionally, participants receive insight into how to capture an audience’s imagination, how to decide what to include and what to leave out of a speech, as well as time tested tools for shaping their messages, in order to have a greater impact on their listeners. After all, the speaker wants the audience to leave the room and retain the information given.

All the key learning points offered during the workshop are accompanied not only by specific examples from real life business situations, but are also practised during the two training days together.

Of course, participants will also have the opportunity to audit their own presentation styles and receive helpful, constructive feedback by our trainers. They will complete the training able to identify how best to improve and refine the core presentation skills.

The unique combination of theory and actual practice of speech giving will ensure that all participants can discover for themselves how to impact their audiences, while achieving the desired outcomes. Your colleagues will see for themselves the differences between poor, average, good and excellent speeches and take this understanding back to the office and to their customers, colleagues and business partners. Professional growth brings business success and our workshop aims to help your colleagues achieve both.

• Balance between useable theory and practising
• The participants are not at the workshop, they are part of the workshop, as are we, the 2-facilitator team: interaction is the key
• Tell us what you want – we will customise the workshop
• Native speaker duo means a language immersion session
• 2=>1+1: dual perspective, dual attention, dual delivery

• Every-one negotiates
• Individual and natural negotiation styles
• Building competence through one-on-one and group role-plays
• Planning, performance and analysis for negotiation success

WHAT IS A NEGOTIATION?

• Preconception
• Definition

WHO IS A NEGOTIATOR?

• Everybody negotiates!
• Leveraging our own experience

WHAT KIND OF NEGOTIATOR ARE YOU?

• Knowing yourself

HOW DO YOU NEGOTIATE?

• Styles of negotiation
• Styles of communication

THE WAY YOU SAY IT

• The tools of communication
• The language of negotiation
• The Feedback Cycle

UNDERSTANDING PRINCIPLED NEGOTIATION

• Talking about negotiation
• Analysing the process
• The Seven Pillars

PLAYING WITH POWER

• Sources of power
• The power of information

TACTICS, TIPS & TRICKS

• Sensing, setting and escaping traps
• Sticky situations

INTERNATIONAL NEGOTIATION TRAINING  – GETTING MORE

Throughout the two-day programme, your colleagues will receive intensive, hands-on guidance to enable them to acquire expert skills in the key areas of negotiation. Building on their existing skills, they will develop own potential.

Participants will receive detailed instruction on the in’s and out’s of modern negotiation, coupled with an understanding of just how fundamental negotiation is to everyday business. Throughout the two days, participants will also work in small groups, planning and role playing a series of negotiations. The training explores the misunderstandings surrounding competitive and collaborative negotiations, and identifies how you can benefit by converting competitive negotiations into collaborative approaches and develop partnership-type relationships. However, they will gain additional insight into how alternative approaches to negotiation can be best employed in various negotiating situations, and discover how to achieve a positive outcome with cooperative, uncooperative and hostile opponents. The role plays will be used to reinforce the key, theoretical and practical learning points needed to develop participants into better negotiators.

Participants will also have the opportunity to audit their own negotiation style and scrutinise their own beliefs and approaches to negotiation, in order to identify how best to improve and refine core skills and develop new negotiating strategies.

By establishing an effective structure for planning negotiations, the training works to ensure that your employees are thoroughly prepared and also understand how to maximise the use of limited planning time. Common mistakes made during the planning process will be highlighted and revisited in the role play review and debrief sessions.

Most importantly, participants will discover how to control negotiations, in order to achieve a desired outcome, while maintaining a constructive relationship. Your colleagues will see for themselves the difference between average negotiators and expert negotiators, understand why many people fail to secure successful outcomes, and learn key actions which can be taken to ensure they avoid potential pitfalls.

• Balance between useable theory and its use in practise
• The participants are not at the workshop, they are part of the workshop, as are we, the 2-facilitator team: interaction is the key
• Tell us what you want – we will customise the workshop
• Native speaker duo means a language immersion session
• 2=>1+1: dual perspective, dual attention, dual delivery

• Everyone has needs – meeting these brings benefits
• Communication is the key
• Building competence through one-on-one and group role-plays
• Planning, performance and analysis for customer care success

WHAT YOU ALREADY KNOW

• You as a customer
• Leveraging your own experience

WHAT YOU DO AND WHY

• Multifunctional you
• Knowing your destination
• Planning your journey

KNOWING YOURSELF AND OTHERS

• Internal and external customers
• JOHARI

WAYS WE COMMUNICATE

• Everybody communicates, all the time
• The Feedback Cycle
• How we communicate

CONSCIOUS COMMUNICATION

• Listening effectively
• Choosing the channels

MEETING NEEDS

• Recognising and meeting your customer’s needs
• You as a customer and getting your needs met
• Understanding ‘difficult’ people

COPING WITH CONFLICT

• Causes and remedies
• Using language to lighten the load
• Emotions come first

PUTTING IT ALL TOGETHER

• A road-map to keep you on track
• Trying it out
• Your personal plan of action

INTERNATIONAL CUSTOMER CARE TRAINING

In business, highly competitive work environments mean that companies are grasping the significance of systematically ensuring that every existing and potential customer receives the best possible attention. The customers your company has already won expect appreciation and effective attention.. Equally important, your prospective customers are – at this moment – busy looking at your competitors and/or waiting to see which of its potential business partners possesses the know-how to treat them like a customer should be treated, before making their buying decision. The customer is truly king and is looking for the company which cares enough about their business to submit a proposal, stay in touch, pass on necessary information or proactively solve problems before they develop.

Indeed, merely making that initial contact or that initial sale does not in any way guarantee a long-term connection with the customer that will remain valuable for all involved. In the globalised, fast-paced world of business today, customers are busy, too. This is why your customers value exceptional service that helps them in the driver’s seat of their own daily operations. Therefore, your company’s follow- through can mean the difference between having a one-time buyer and having a long-term backer for your business.

In this workshop, your colleagues will develop a systematic understanding of what it means to follow through with customers. Participants will develop their customer care skills and acumen through a range of experiential learning activities, including role-plays, which will be effective in helping them in maintaining excellent customer relations. The workshop focuses on a creative, yet controlled approach to meeting your customer’s expectations of customer care excellence.

This two day workshop focuses on issues related to the provision of Customer Service, including business etiquette, business ethics, internal and external customer care and sales support techniques for growing your business, while enhancing your company’s reputation for excellence. Moreover, the training modules will provide your employees with practical tools and skills to use in their day-to-day interactions with the problematic individuals they may have to deal with to do their jobs effectively.