Course Overview

According to Professor John Kotter, what leaders really do is to prepare organisations for change and to help them cope as they struggle through it. We are faced with endless demands for change from our marketplace and from within our organisation. Change is an essential component of any leader’s role and they need to harness the capability of their people to make it happen. With a high performing team that understands the vision, can plan the detail of change and are motivated to deliver results, a first line manager will be perceived as effective.

The Course

In this course, participants will understand how to develop a high performance team, how their leadership style impacts on others, and positions your people so that they can cope effectively with change and deliver tangible results.

Learning Outcomes: During this  program participants:

• Deliver results through setting demanding yet attainable goals and continually managing and measuring people’s performance
• Build high performing and sustainable teams
• Collaborate with others to innovate and share learning
• Give developmental feedback to allow direct reports to grow and perform at their best
• Lead and support people through change to enable them to transition successfully into new ways of working
• Communicate openly and transparently, continually monitoring their impact and adapting their behaviour

The Delegates

• Recently appointed Team leaders
• Team leaders keen to further their management skills
• Department or Functional managers
• Project managers
• Leaders who wish to re-establish organisational purpose and      direction

Leadership Challenge

It is essential that each participant brings a leadership challenge to work on during the program – e.g. developing a vision, making critical change

The Benefits: Typical results at work include:

• Effective communication of the vision that will instigate changes to      be made in the organisation
• A proactive approach towards change
• Clarity of setting objectives and appropriate KPI measures
• Team communication based on a culture of trust and honesty
• Improved motivation
• Enhanced team working

For full course outline and details, kindly fill the form below:

Course Overview

The Harvard Professor, Linda Hill, stated that learning how to lead is a process of learning and unlearning. If you’re a really successful star producer, you have to unlearn to create the space to learn how to transform your professional identity. It’s a very deep kind of learning—a different mindset, a different set of values. Many people reported ‘I never knew a promotion would be so painful’ because of that unlearning process.

It’s so much harder to assess your impact through others, so becoming a manager is not only about the acquisition of competencies, but really the acquisition of a new professional identity to be able to do the work you need to do when you’re working with other people, as opposed to doing the work yourself.  This Program helps the participants to face this transition and define new ways of working that will allow them to be effective leaders in their organisation.

This program seeks to assist recently appointed leaders and supervisors to transition into the leadership role. This is the most significant and challenging transition – from subject matter expert to delivering results through a team.

During this two day program participants:

• Understand the transformation process to leader
• Ensure all your people care about and understand their impact on the customer experience
• Understand their personal impact on others and flex their communication and behavioural styles and approaches to improve working relationships
• Empower, support, coach and challenge your people to grow and perform at their best
• Articulate and role model your personal leadership “brand” and values while valuing others’ strengths and differences
• Communicate openly and transparently, continually monitoring your impact and adapting your behaviour

 The Delegates

• Recently appointed Team leaders
• Team leaders keen to further their management skills
• Department or Functional managers
• Project managers
• Leaders who wish to re-establish organisational purpose and direction

 Leadership Challenge

It is essential that each participant brings a leadership challenge to work on during the program – e.g. developing a vision, making critical change

 The Benefits: Typical results at work include:

• A leader who concentrates on the important issues and aligns their team with what really needs to be done
• Effective communication that will instigate changes to be made in the organisation
• Improved motivation
• Enhanced team working
• A proactive approach towards change

For full course outline and details, kindly fill the form below:

Most of us need to influence other people whether our boss to get their agreement to a holiday or a child to get them to eat their vegetables. The best influencers have good interpersonal and communication skills and an ability to get other people to want to give their support. The best negotiators are subtle, fair and know what to give away, when to make demands and how to compensate when there are difficulties.

Knowing what you want and discovering what others want are the keys to effective negotiation. The Influencing and Persuading Skills course will help you build skills and confidence to negotiate with others and develop persuading and influencing skills. By focusing specifically on the use of language and language patterns participants will learn a range of tools and techniques to enhance their communication skills in situations where they need to negotiate, persuade and influence effectively

During this program participants:

• To create resourceful inner states and how to use them consciously in achieving their outcomes.
• To formulate worthwhile goals and understand how to go about achieving them.
• Fully understand your primary influence and persuasion style and how it impacts others.
• Develop a strategy that will assist when communicating with others to achieve your ideal outcome.
• Use enhanced persuasion skills to act as an opinion shaper amongst your colleagues.
• Develop a practical toolkit that will aid handling difficult people and situations.
• Understand and apply the core principles of negotiation

The Delegates

• Team, Department or Functional managers who seek to improve their      ability to influence and persuade
• Project leaders who negotiate with stakeholders
• Operational personnel who interact with customers and colleagues
• Any professionals who interact with clients and customers

The Benefits: Typical results at work include:

• Being more influential with everyone around you
• Effective communication that will encourage change for self and      others
• Quicker agreements or clarity that an agreement is not possible

For full course outline and details, kindly fill the form below:

Course Overview

A strategy is by definition the starting point for corporate behavior. It expresses an organization’s ambitions, sets out its chosen direction and describes the principal initiatives and projects necessary to achieve its mission.

Despite its significance, aligning an organization to its strategy remains one of the most elusive and unsatisfactory areas of management endeavour. Indeed, research has shown that 85% of executive teams spend less than 1 hour per month discussing strategy and only 5% of the workforce understands strategy

Inspirational leaders are therefore the people who seek to generate the momentum for change. They seek to create a shared vision which engages their people and a culture where people value themselves, each other, the company and the customers.

But too many executives spend days or weeks devising well-crafted strategies and then throw them “over the wall” to the rest of the company, hoping and praying that their vision will bear fruit.

This means that if strategy is to be delivered successfully by an organization it must be clearly articulated and communicated throughout the business. In other words, the strategy must be widely understood at all management levels so that operational plans and day to day activities are aligned with corporate goals and objectives.

We need people who can deliver exceptional performance; we need people who are engaged and fulfilling their potential; and we need a culture that rewards success. The inspirational leader must ensure this.

During this program participants are invited to:

• Recognise the qualities and traits on an inspirational leader
• Build a compelling message for those they lead
• Identify the behaviours which build trust and influence
• Establish a “grounded” change management plan to meet the needs of the global environment

The Delegates

• Aspiring high potential candidates
• All Team/ discipline leaders with a focus on change management issues
• Team leaders keen to further their management skills
• Departmental managers with a focus
• Project managers
• HR professionals about to implement and support change, management issues
• Senior leaders wishing to reflect and appraise their leadership style
• Leaders who wish to re-establish organisational purpose and direction

Leadership Challenge

It is essential that each participant brings a leadership challenge to work on during the program – e.g. developing a vision, making critical change 

The Benefits: Typical results at work include:

• Effective communication of the changes to be made by the organisation
• Greater motivation
• Enhanced team working
• A proactive approach towards change

For full course outline and details, kindly fill the form below:

OVERVIEW

Knowledge of Inventory is critical for the effective management of all of those organisations that are involved in procurement, construction, production / manufacturing and distribution / retail operations.

Inventory is commonly not understood. Therefore often too high levels of inventory can be held with attendant increases to costs, product obsolescence etc.

This intensive two day course will give delegates the practical skills and information to make improvements in the workplace so that those internal problems that limit performance can be more effectively planned, organised and controlled to deliver reduced costs and improved service.

WHO SHOULD ATTEND?

• Those who are involved managing inventory
• Those non inventory people who need to gain an awareness of the issues and key drivers
• All Inventory, Distribution,  Logistics  and Supply Chain Professionals in the private, public and service sectors and require a refresher or knowledge update

BENEFITS TO YOUR ORGANISATION

• To examine the link of inventory and materials in the company supply chain operations and activities
• To analyse the key areas of operations
• To identify and understand key performance indicators
• To succeed in improving operations

BENEFITS TO YOU

• How to analyse materials, stock and inventory
• How to make productivity improvements
• Understand the connections to the overall supply chain
• Balancing cost and service requirements
• Obtain a framework for continual improvement
• Best in class practices

TRAINING METHODOLOGY

• Expert tutor input
• Delegate discussion and involvement
• Optional exercises

EXCEPTIONAL FEATURES

• Practical applications
• “How to do it …better”
• Video presentations
• Your trainer has with hands on experience of planning and managing inventory
• Presented by the joint author of “Excellence in Inventory Management” and other books on a wide range of logistics and supply chain topics

BRIEF COURSE OUTLINE

• Inventory Management and Supply Chain
• Inventory Key Concepts
• Inventory Replenishment Methods and Systems
• Inventory Performance
• Inventory Improvement

For full course outline and details, kindly fill the form below:

OVERVIEW :

Effective strategic leaders are able to ensure their organisations become an industry pace setter by reducing costs whilst at the same time, improving service levels.

In every Supply Chain, service levels are paralleled with costs to serve; therefore changes to costs inevitably will have an effect on service levels. Practiced by many supply chain leading organisations, changing what is done and how it is done, will enable the delivery of improved service, with less cost.

In this workshop we will show you how to deliver this unique business benefit. The workshop will also enable you to practically apply the key principles of world class practises that will successfully deliver supply chain improvements and business benefit.

PERSONAL IMPACT:

• Understanding the cost side of supply chain operations
• Use analytical tools to identify cost reduction opportunities
• Make cost and service improvements
• Gain a framework for continual improvement
• Use best in class practices

ORGANISATIONAL IMPACT:

• Clearer understanding of the links of costs and service in all of the company operations and activities
• Use the right key performance indicators to cover all supply chain  activities
• Apply continual improvement, monitoring and control
• Become a sector leader and a world class company

TRAINING METHODOLOGY:

• Interactive and participation
• Pragmatic and “what will work”
• Discussion and flip chart
• PowerPoint and Video presentations
• Exercises and action times
• Case studies showing best practice examples
• Checklists for later reference/reinforcement/application of main points
• Learn from a former practitioner who is also a chartered master trainer and author of over 25 books on subjects such as the supply chain, procurement, inventory, logistics and leadership

BRIEF COURSE OUTLINE:

• Using Supply Chain Management for organisational benefit
• Lead time in Supply Chains
• Customer and Supplier Expectations
• Inventory Management and Strategies
• Procurement in the supply chain
• Alternative supply chain and logistics approaches
• Achieving the strategic fit for supply chain management

For full course outline and details, kindly fill the form below:

Lots of back links using a SEOPressor free for your website.]]> http://optiwayglobal.com/training/supply-chain-management-practice-approaches/feed/ 0 http://optiwayglobal.com/training/customer-service-master-class/ http://optiwayglobal.com/training/customer-service-master-class/#comments Thu, 15 Dec 2011 10:49:22 +0000 optiwayglobal.com http://optiwayglobal.com/?p=2071 Date: 26 & 27 March, 2012: 
Venue: Kuala Lumpur Convention Center, Malaysia
Registration Closing Date: 9 March, 2012

Overview

• What is the role of customer service in your organisation?
• How does customer service represent the brand values?
• How do you turn a cost centre into a revenue centre?
• How is customer service organised, managed and measured?
• How do you build a winning service team culture?
• How do you design, implement and change customer processes?
• How do you ensure you deliver a consistent quality of service?
• How does technology support customer interaction?
• How do you ensure alignment with other parts of the organisation?

Customer Service Master Class is a comprehensive customer service training and development programme designed to help customer service directors, managers and team leaders deliver a world class customer experience.  The programme draws on the latest thinking on organisation design, leadership, culture, talent management, customer experience management and performance metrics.  During the training key data is collected using a world leading capability and competence assessment tool to help delegates identify the development needs of their organisations and their customer service operations and then develop action plans.  The programme comprises defined components to enable additional members of the customer service delivery team to attend segments specific to their role.

Benefits Of Attending The Customer Service Master Class

The Customer Service Master Class will enable delegates to:

• Understand the changing role of customer service in delivering sustainable market differentiation
• Determine how customer service fits into new customer-centric business models
• Identify the goals and metrics that will support the company’s customer-centric vision
• Develop a leadership culture that enables empowerment and continuous improvement
• Understand the role of service quality, how it is measured and how to implement it
• Understand how modern technology can greatly increase the effectiveness of customer service
• Align customer service with the rest of the organisation to deliver a world class customer experience
• Implement employee relationship management to acquire, retain and develop exceptional talent
• Increase the value of customer service by turning a cost centre into a revenue centre
• Separate error demand from value demand to identify cost savings and service improvements

Who Should Attend The Customer Service Master Class?

The Customer Service Master Class has been designed for directors, managers and supervisors responsible for managing service delivery teams such as call centres, contact centres and counter operations.  Service management teams are encouraged to attend together for maximum benefit.  Additional service team members can attend segments that are specific to their role.  This Master Class can also be provided on a single company basis to facilitate more open discussion, invite non-customer service participation and to create detailed and cross functional action plans.

 1. Customer service within the organisation

• The changing world of customer service
• The role of customer service in executing the customer strategy
• Customer service within the organisation structure
• Determining the level of service provided today
• The business case for customer service excellence

 2. Customer experience management

• Customer processes and policies
• Service quality
• Customer experience management
• Developing customer value
• Creating a learning organisation
• Customer operations – performance management

 3. Customer service operations

• Customer service structure
• Leadership
• Culture
• People development
• Advanced communication skills
• Operational planning

 4. Customer service technology

• Contact routing
• Operational support
• CRM
• Customer engagement
• IT environment

For full course outline and details, kindly fill the form below:

Overview

• Do you understand how important customer service is to the organisation?
• Do you know the key elements of delivering service excellence?
• How do you engage with customers in a way that ensures a positive outcome
• Can you perform active listening?
• Do you know your own communication style and how to recognise different styles?

Customer Service Operations is a program designed to help all customer-facing employees, team leaders, supervisors and managers to improve their customer engagement skills.  As well as reviewing the basics of customer interaction, delegates will also learn advanced communications skills to enable them top build rapport with the majority of customers and potential customers.  Rapport is a key ingredient in achieving sales and customer satisfaction.  Equally important is identifying and understanding customer needs through questioning and active listening.  Delegates will be able to practice new techniques during the training and be able to take back new skills to their organisations.

Benefits of Attending the Customer Service Operations Training

The course enables delegates to:

• Understand why customer service is increasingly important to the organisation
• Learn the key components of delivering service excellence
• Develop new skills in customer engagement
• Understand how to identify customer needs
• Learn about different communication styles
• Develop empathy through advanced interpersonal developing skills
• Practice active listening

Who Should Attend Customer Service Operations Training?

All customer-facing frontline employees, team leaders, supervisors and managers. Managing Customer Service is particularly useful for those involved in managing service delivery. Teams are encouraged to attend for maximum benefit.

Brief Training Outline:

• The changing role of customer service
• Preparation
• Greeting and welcome
• How can I help you?
• Summarises and closes
• Complaint handling
• Dealing with difficult customers
• Customer development
• Customer retention
• Advanced communication skills
• Becoming a learning organisation

Summary and action plan

• Review of the programme
• Review of delegate action plans (generated during each session)
• Delegate feedback to identify course improvements: ‘what went well, what did not go well’
• Close

For full course outline and details, kindly fill the form below:

Course Overview

Many individual contributors have a wealth of experience at handling day to day management issues and are now ready for a bigger challenge. Research has shown that this transition from individual contributor to leader is a challenge for all individuals. This program is about exploring and mastering skills that will confidently take you to the next level of competence.

What is the difference between leadership and management? By looking at the John Kotter Leadership model, we candefine Leadership and Management in the following ways:

The leader makes a new future happen by creating the vision, encouraging people to align with the change and make the change happen. It is a particularly challenging activity as it requires creating a new future – as Robert Quinn says – building the bridge as you walk on it. The manager works on the detail of the day to day work to ensure results are delivered. Every supervisor has to combine these two strands of capability depending on their focus in the moment.

To assist in this process, we need insights into what drives individual behaviour and how the culture works for or against change. The program then examines team dynamics in the context of the culture and looks at functional and dysfunctional behaviour and how dysfunctional behaviour can be reshaped. The whole complex area of motivation, reward and getting the best from the team is explored in detail.

Finally participants spend some time making action plans for what they want to change when they get back to their own environment.

Benefits of Attending

By the end of this program participants will have learned to make the transition from individual contributor to first line leader by:

• Acquiring a range of leadership styles and being equipped to make an informed choice as to which one is most appropriate in different situations
• Understanding what drives individual behaviour
• Analysing the culture of their organisation and recognising its strengths and weaknesses
• Exploring team dynamics and discovering their own preferred team roles
• Having a range of tools to motivate and reward performance
• Becoming aware of the techniques of influencing and how they are best used to persuade different styles of decision makers
• Becoming aware of the techniques of influencing and how they are best used to persuade different styles of decision makers
• Having a framework for implementing successful change programmes backed up by compelling communications
• Ensuring that they have the core skills of management in place
• Preparing an action plan

Organizational Impact

Employees who attend this program will be motivated and confident to move up to the next level. They will have the competence to avoid common pitfalls at more senior levels through their ability to deliver more results with fewer resources. They will be equipped to make a significant contribution to moving their organisation in desired directions and steer their teams through complex scenarios.

Personal Impact

Participants will leave the program with new insights into their preferred leadership style and a range of other styles that will be more appropriate in certain situations. Accordingly they will improve the prospect that those whom they lead will want to follow them even through complex change. They will also have refined their ability to influence senior management peers and subordinates.

Training Methodology

While underpinned with robust theory, the program is highly interactive with case studies, role plays and self revealing questionnaires. Learning will be enhanced through active involvement in exercises followed by review. Opportunities for self assessment will be provided and feedback on individual and group performance will be encouraged. Participants will work on their own individual team issues during the program. Articles, relevant to the program, will be included as support material.

Who should attend?

• Those who want to make the transition from competent professional to inspirational leader
• Those who have some experience at supervisor / professional level and are ready to take on a wider role
• Those who need a deeper understanding of what drives individual behaviour and group dynamics
• Those who need to hone their influencing skills to get results that matter
• Those about to embark on leading a change program within their organisation

For full course outline and details, kindly fill the form below: