Client Relationship Management

Date: 30th June, 2021  / ADMISSION: Free

Webinar Overview

Overview

This programme aims to shift from the usual business approach of managing clients towards one where you adjoin true value to your clients/customers by working collaboratively to attain higher levels of success.  You will learn to identify and prioritize key relationships, and identify why there is conflict in some relationships and not in others. You will also develop strategies and ideas for improving customer relationships and will explore and develop relationship management principles that will help in understanding compelling customer needs and value.

Learning Outcome

• Understanding client value and relationship dynamics
• Client relationship management
• Methods to analyze and prioritize a range of client relationships
• Business to business customer value and satisfaction
• Managing difficult and demanding customers
• Winning more business through effective relationship management
• Uncovering unspoken needs through the clients’ eyes
• Gaining new confidence in building rapport and networking effortlessly

Outline

• Building and Retaining Client Relationships
• Why clients complain
• The client service process
• Managing difficult and determined clients
• How to focus on the clients’ business problem
• Aligning business solutions with client’s evolving needs
• Designing your marketing programmes to address what your customer cares about
• Building client relationships that result to loyalty
• Personal application plan
• Achieving Client Service Excellence
• Why is client service important?
• Benefits of delivering quality client service
• What are your clients’ expectations?
• Refreshing the core clients service skill
• How to deliver quality service
• Key Communication Skills
• Verbal communication skills: Face-to-face client service, business phone etiquette
• Written communication skills: Writing skills, use of electronic mail
• Team Building: How to build a team, igniting the team spirit
• Improving Your Client Service
• Bench-marking client service standards
• Analyzing client feedback
• Tracking and analyzing errors and complaints
• Action plan
• Rewarding staff for excellent client service
• Future development plan
• The Dynamics of Client Value in Cross-Cultural Business Relationships
• Client value in business-to-business relationships
• Trust formation in cross-cultural business to business relationships
• Modeling client value perception in cross-cultural business market

Writing Effective Policies and Procedures

Date: 8th July, 2021  / ADMISSION: Free

Webinar Overview

Course Overview

This training will fully prepare participants to write effective Policies and Procedures by considering issues such as process, workflows, compliance, language, organizational values and culture. Writing effective Policies and Procedures is important because all work activities are governed by Policies and Procedures. Hence, all practicing professionals must develop these essential skills.

This training prepares participants to decode Policy into Action by developing the relevant Procedures. Participants will explore techniques to ensure that Policies and Procedures are welcomed, understood, accepted and fully implemented by all those who need to use them.

Learning Outcome

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

• Understand the importance of Policies & Procedures to the organisation
• Develop a Policy & Procedure manual for their organisation
• Apply methods to highlight potential problems with existing Policies and Procedures and improve their effectiveness
• Illustrate the impact of non-compliance and build fully compliant procedures
• Demonstrate ability to manage and reduce risk effectively

Course Outline

• Foundation of Policy & Procedure Development
• Importance of policies and procedures to the organization
• Hierarchy of documents and types of policy and procedures
• Mapping of Process and workflow for efficiency and productivity
• The legal and compliance role of Policies and Procedures
• Implementation of Policy & Procedures
• Evaluation

Managing People, Change, and Engagement in the Post Covid Workplace

Date: 16th July, 2021  / ADMISSION: Free

Webinar Overview

Course Overview

The coronavirus (COVID-19) pandemic has had a devastating impact on many workplaces, while others have even seen positive changes. It is important that managers understand what impact this could have on the workforce. Organisations have had to make rapid changes to how they operate, including how and where jobs are carried out, as well as planning for, or returning staff to work safely. Workers in turn, must navigate new ways of working, as well as adapt to changing circumstances in their personal life.

Learning Outcome

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

• Understand the impact of coronavirus: pros, cons, and next steps for flexible workplaces
• Understand the essentials of leading and managing change
• Identify people's responses to change and explore the reasons why people resist change
• Evaluate workforce strategies that put your people first
• Understand main issues surrounding workplace mental health

Course Outline

• Understanding the Post-Covid workplace
• Leading and Managing Change
• Managing and supporting Employee Mental Health
• Flexible Working and Engagement
• Team work in the New Workplace

Presentation Skills

Date: 23rd July, 2021  / ADMISSION: Free

Webinar Overview

Course Overview

Unstable economic times can mean fast and frequently unexpected organizational changes, greater responsibilities and new projects and initiatives. Being a confident, polished speaker is not only necessary but well-advised in order to communicate such matters effectively and persuasively. In today’s competitive business world and difficult economy, lucid, effective communication is more essential than ever before. It is the foundation on which companies and careers are built and a crucial component of lasting success.

Whether it’s a face-to-face conversation or a professionally written e-mail exchange, a meaningful message entails establishing a connection that leaves a powerful impression.

Learning Outcome

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

• Examine the skills required to plan, prepare and deliver an effective presentation
• Tailor your presentation to your audience
• Use relaxation techniques to overcome nervousness
• Learn how to project your voice and use pauses to dramatize your point
• Expertly handle difficult questions and situations
• Communicate with clarity and conviction
• Gain confidence in your presentation skills

Outline

• Self- Awareness and Personal Power
• The Importance of Perception
• Self esteem and Image Perception
• Examining your Image and Credibility
• Knowing the Personal Power you have
• Fundamentals of Presentation
• What makes a powerful presentation
• Types of Presentations
• Criteria for an effective presentation
• 7 Focal Points of a Presentation
• Planning and Preparing a Powerful Presentation
• The importance of planning and preparation
• The Purpose of your presentation
• The Structure of your presentation
• The need to research your presentation
• Establishing your objective
• Identifying with your audience
• Writing Scripts and Using Notes
• Presentation Essentials
• Opening your presentation
• Body of the presentation
• Concluding your session
• Influencing and Persuading People
• Involving and relating to your audience
• Audience Empathy Styles
• Presenting your message
• The Importance of Question and Answer session
• Handling questions confidently and professionally
• Avoiding technical jargon
• Motivating commitment – selling with the presentation
• Presenting with Impact
• Dress for Success
• Speaking without notes
• Using rhetorical questions
• Enthusiasm and Commitment
• Voice animation
• Positive and partnership language
• Verbal and non-verbal behaviours
• Controlling eye movement
• Using pauses
• Tame the Hecklers
• Employ Ice-breakers
• Speaking with Authority, Confidence and Persuasion
• Support Materials
• Purpose of Visual Aids and Support Materials
• Describe the Criteria for Selection Among the Many Types of Visual Aid Media
• Demonstrate Guidelines for Interacting with Visual Aids and Managing Handouts
• Tips for effective PowerPoint presentations
• Presentation Sins and How to Avoid Them
• Wasting time
• Boring your audience
• Lacking passion
• Confusing your audience
• Information overload
• Being unclear about your purpose/ message
• Stuck in your rut of delivery
• Using boring, irrelevant or confusing slides

Supply Chain Management

Date: 29-30th July, 2021  / ADMISSION: Free

Webinar Overview

Course Overview

Supply Chain Management (SCM) is the management of the flow of goods. It includes the movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption. Interconnected or interlinked networks, channels and node businesses are involved in the provision of products and services required by end customers in a supply chain. Supply chain management has been defined as the "design, planning, execution, control, and monitoring of supply chain activities with the objective of creating net value, building a competitive infrastructure, leveraging worldwide logistics, synchronizing supply with demand and measuring performance globally.

SCM draws heavily from the areas of operations management, logistics, procurement, and information technology, and strives for an integrated approach.

Learning Outcome

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

• Understand the requirements of successful operations and supply chain practice in modern business
• Identify and apply a range of operations management initiatives and techniques that can be considered in the development of an operations strategy
• Develop a conviction that operations can be managed as a strategic resource
• Understand the models, processes and tools used to analyze, design and implement operations and supply chain management solutions
• Develop a thorough understanding of the components of supply chains, the material and information flow interactions between them and the analytical and management processes that facilitate successful supply chain performance
• Understand the role and importance of logistics in competitive business performance
• Describe and evaluate purchasing strategy options
• Apply benchmarking and comparative performance techniques

Course Outline

• Introduction to Supply Chain Management
• Execution and Control of Operations
• Foundation of Supply Management
• Contracting and Negotiation
• Cost and Finance
• Identifying International Market
• Social Responsibility
• Sourcing
• Supplier Relationship Management
• Effective Supply Management Performance
• Forecasting
• Logistics
• Materials and Inventory Management
• Organization/Department Assessment
• Planning
• Product Development
• Project Management
• Quality
• Leadership in Supply Management
• Leadership
• Risk and Compliance
• Strategic Sourcing

The Art of Working Together

Date: 4th Aug, 2021  / ADMISSION: Free

Webinar Overview

Course Overview

Around the world, we have highly educated and talented individuals that have potential to achieve great things, yet many are demotivated, disengaged and are working below their potential.  Research shows that individuals who are emotionally intelligent and can build strong relationships, advance faster, earn more money, and are more motivated and engaged in their work & personal lives than those who try to do it by working alone. There is power in teamwork and collaboration. ‘Building good relationships matter’. The bottom line is that “People do business with people they both like & trust”.

Learning Outcome

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

• Understand the key features and benefits of relationship management
• Evaluate the current strengths and weaknesses of our stakeholder network and create an appropriate development plan
• Understand how to create the right environment for innovation and collaboration
• Examine common approaches to developing shared purposes and goals
• Apply leadership practices which inspire and support team to achieve trust and respect
• Understand the law of reciprocity

Course Content

• Understanding the importance of relationship management
• The benefits of Collaboration vs competition with others
• Learned behaviours and how they affect our ability to form relationships
• Developing and understanding of how relationships effect teams
• The law of reciprocity
• Communication with and within your team