Get Your Employees Fired-up to Achieve

Everything you do counts… Make it Count!

Module 1: Emotional Intelligence Works (2-days)

The “People Smart” approach of this course will help you improve relationships in business and social settings, stop wasting time and energy on negative emotions, manage emotions and communicate intelligently, and increase flexibility, enthusiasm, and teamwork. Emotionally “unsmart” people undermine their own happiness and success by wasting time on personality conflicts, complaining, and losing self-control when faced with tense and stressful situations. Learning the techniques to manage your reactions and raise your level of emotional intelligence will result in more positive and constructive relationships, and a more satisfying and productive life.

Module 2: Project Management (3 days)

Project management isn’t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments and to get that additional job done well, done under budget, and done on time. This workshop is not intended to take participants from a supervisory or administrative position to that of a project manager. However, these three days will familiarize participants with the most common terms and the most current thinking about projects. Specific learning objectives include: o What is meant by a project. o What steps must be taken to complete projects on time and on budget. o How to sell ideas and make presentations. o Simple techniques and tools for planning and tracking your project. o Methods for keeping their team focused and motivated.

Module 3: The Business of Listening (1-day)

This course will show you how to become a better listener by demonstrating how your listening skills build either barriers or bridges. You will also learn ten steps to controlling emotional “hot buttons” and the impact of good listening skills on productivity. Most people think that the only message that will be heard is one of urgency, however in today’s fast-paced world even urgent messages are ignored. Becoming an active listener will help your productivity and success by helping you extract important details from every message.

Module 4: Goal Setting (1 day)

We all have things we want in life. The route to success is to take the things that we dream about and wish for, and turn them into reality. This one-day workshop will lead participants through thinking, planning, and taking action on the things they really want. They will learn ways to ensure that they get where they want to go in life. At the end of this workshop, participants will be able to: o Identify what’s important to them in their life o Use goal setting activities and appropriate language to articulate what they want out of life o Explain what their dreams and goals are for both the short and long term o Use motivating techniques to help them reach their goals o Understand how to deal with setbacks

Module 5: Conflict Resolution – Dealing with Difficult People (1 day)

Specific learning objectives include: o How their attitudes and actions impact others  New and effective techniques for dealing with difficult people o Coping strategies for dealing with difficult people and difficult situations o How to identify times when they have the right to walk away from a difficult situation o Techniques for managing and dealing with anger

‘Module 6: Business Etiquette (1 day)

Proper Business Etiquette impacts everyone within an organization. Learn to create a professional image, and use business etiquette techniques in a variety of business settings. Upon successful completion of this course, students will be able to: o practice office protocol o use the Internet appropriately, resolve ethical dilemmas, and resolve personal issues in the workplace o use business etiquette in introductions, conversations, and meetings o use business etiquette in using the phone, e-mail, and written communications o use business etiquette at business functions o use business etiquette while traveling internationally

Module 7: Microsoft Project Basic & Advanced (2 days)

You need to gather information about the various tasks involved, resources required to accomplish the tasks, and the overall cost in order to plan a project. Microsoft® Office Project Professional 2010 acts as a tool that assists you in managing your projects. In this course, you will create and modify a project plan. This course is designed for a person who has an understanding of project management concepts, who is responsible for creating and modifying project plans, and who needs a tool to manage these project plans. You will create a project plan containing tasks, organize these tasks in a work breakdown structure containing task relationships, create and assign resources, and finalize the project to implement the project plan.

Upon successful completion of this course, students will be able to:

  • Explore the Microsoft Office Project environment and the various views in which you can survey a project file.
  • Create a new project plan.
  • Manage tasks by organizing them and setting task relationships.
  • Manage resources for a project.
  • Work with views and tables and filter and sort data.

Microsoft® Project 2010: Advanced is the second course in the Microsoft Project 2010 series. In Microsoft® Project 2010: Basic you used your project management skills to create a complete project plan. The plans need to be updated and modified regularly to keep the project moving on track. This course will build upon the knowledge gained, and give you the opportunity to work with a project plan once it reaches the project implementation phase. This course is designed for a person who has an understanding of project management concepts, who is responsible for creating and modifying project plans, and who needs a tool to manage these project plans.

Upon successful completion of this course, students will be able to:

  • Manage and update the progress of a project.
  • Update and analyse and adjust a project plan.
  • Format a project plan using drawing and printing tools.
  • Manage multiple projects and exchange project data

Total Training Days: 13

Duration: +-8 months

Get Your Employees Fired-up to Achieve!

If you ask people confidentially what they want most in their job – if they’re paid anything decent at all – they will say a greater sense of self-worth… Fritz Maytag

Who is this course for?

First Line Managers & First Time Managers

Course outline

This 8-month program will encourage and entice the delegates to strive for greatness when managing others.

Module 1: Business Leadership – Becoming Management Material (3-days)

Specific learning objectives include:

  •  Master Peter Senge’s five disciplines
  •  Add Kouzes and Posner’s five practices to their life
  • Build trust with their employees
  •  Develop key management skills, including change management, time management, critical thinking, delegation, problem solving, presentation strategies, communications, strategic planning, and feedback techniques
  •  Use Robert Cialdini’s six influence strategies to their advantage

Module 2: The Business of Listening (1-day)

This course will show you how to become a better listener by  demonstrating how your listening skills build either barriers or bridges. You will also learn ten steps to controlling emotional “hot buttons” and the impact of good listening skills on productivity. Most people think that the only message that will be heard is one of urgency, however, in today’s fast-paced world even urgent messages are ignored. Becoming an active listener will help your productivity and success by helping you extract important details from every message.

Module 3: Emotional Intelligence Works (1-day)

The “People Smart” approach of this course will help you improve relationships in business and social settings, stop wasting time and energy on negative emotions, manage emotions and communicate intelligently, and increase flexibility, enthusiasm, and teamwork. Emotionally “unsmart” people undermine their own happiness and success by wasting time on personality conflicts, complaining, and losing selfcontrol when faced with tense and stressful situations. Learning the techniques to manage your reactions and raise your level of emotional intelligence will result in more positive and constructive relationships, and a more satisfying and productive life.

Module 4: Advanced Interpersonal Communication (1 day)

Upon successful completion of this course, delegates will be able to:

  •  Identify communication styles and methods
  •  Give good first impressions, build rapport, and build positive relationships
  •  Build relationships through feedback
  •  Identify supervisor roles and handle human resource issues
  •  Communicate with colleagues and subordinates
  •  Communicate with customers and vendors
  •  Identify cultural networks, manage physical culture, and manage emotional culture

Module 5: Diversity Training – Celebrating Diversity in the Workplace

Specific learning objectives include:

  • What diversity and its related terms mean
  •  To be aware of how aware they are of diversity and where they can improve
  • Understand how changes in the world can affect them and their view
  •  To identify their stereotypes
  •  What terms are politically correct and which are not, and why
  • The four cornerstones of diversity
  •  What the pitfalls are relating to diversity and how to avoid them
  •  A technique for dealing with inappropriate behavior
  • A management style to encourage diversity
  •  What to do if they or one of their employees feels discriminated against
  •  What to do if they or one of their employees feels discriminated against

Module 6: Speak to Be Heard (2-days)

  •  Creating a dynamic and interesting voice that people want to listen to
  • Understanding your primary communication tool and how to use it to
  • Achieve the best results
  • Acquire the skills to command the attention, loyalty and enthusiasm of any
  •  Audience whether it is one person or a crowd of people
  • Clarity and accuracy when communicating (accent and diction clarification)
  •  Vocal fitness and agility
  •  Build the speaker’s confidence to enable them to express opinions and
  •  Engage with any listener

Module 7: Building Self Esteem and Assertiveness (1 day)

Specific learning objectives include:

  • Grow in the conviction that they are competent and worthy of happiness
  • Make a positive first impression
  • Turn negative thoughts into positive thoughts
  •  Make requests so that you get what you want
  •  Find ways of connecting with people

Module 8: Conflict Resolution – Dealing with Difficult People (1 day)

Specific learning objectives include:

  •  How their attitudes and actions impact others
  •  New and effective techniques for dealing with difficult people
  •  Coping strategies for dealing with difficult people and difficult situations
  •  How to identify times when they have the right to walk away from a difficult situation
  •  Techniques for managing and dealing with anger

Module 9: Motivation Training – Motivating Your Workforce (1 day)

It’s no secret. Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive. This workshop will help supervisors and managers create a more dynamic, loyal, and energized workplace. It is designed specifically to help busy managers and supervisors understand what employees want, and to give them a starting point for creating champions.

Module 10: Coaching – A Leadership Skill (1 day)

Specific learning objectives include:

  •  Use coaching to develop their team
  •  Develop the coaching skills that help improve individual performance
  •  Demonstrate the behaviours and practices of an effective coach
  •  Recognize employees’ strengths and give them the feedback they need to succeed
  •  Identify employee problems and ways you can help to correct them

Module 11: Effective Presentations (2 days)

This 2-day course covers basic presentation skills. Students learn to plan presentations, analyze the audience, select supporting material, build presentations, use visual aids, deliver presentations, manage question and answer sessions, and use tools for effective persuasion.

Upon successful completion of this course, students will be able to:

  •  Distinguish between different types of presentations and plan presentations.
  • Analyze the audience and select appropriate supporting material.
  • Create an introduction, body, and conclusion to presentations.
  • Apply visual aids to presentations.
  • Prepare to speak publicly, deliver presentations, and use nonverbal communication.
  • Prepare and organize persuasive presentations

Module 12: Finance for Non-Financial Managers (2 days)

A general understanding of Finance for Non-Financial Managers is needed in any business environment where individuals have to manage budgets or costs or to take responsibility for revenue or expenditure. With the increasing emphasis on business results it is necessary for every manager to know and understand some of the techniques and actions necessary to ensure that their unit achieves its objectives both in terms of task and also in terms of financial goals. This two-day course is designed to enable individuals, through a series of exercises and inputs, to gain better control over the finances involved in their job.

Get Your Employees Fired-up to Achieve

Everything you do counts… Make it Count!

Module 1: Initiating & Chairing Disciplinary Hearings (2-days)

  • Understanding the LRA guidelines to fair discipline
  • Dismissal for misconduct, poor performance and ill-health
  • How to investigate a disciplinary matter
  • Preparing notices for disciplinary enquiries
  • Collecting evidence and drafting charges
  • How to prepare for the enquiry
  • How to present a case
    • Opening statements
    • Leading evidence
    • Cross examining witnesses
    • Closing arguments
  • Labour Relations Act requirements in respect of dismissal for
    •  Misconduct
    •  Poor performance
    •  Ill health
  • What constitutes substantive fairness?
  • What constitutes procedural fairness?
  • The right to representation
  • How to facilitate the leading of evidence
  • How to control cross examination
  • Understanding the nature of evidence (hearsay, opinion, direct, circumstantial, documents, polygraphs,video electronic)
  • Examining evidence in chief
  • Extenuating, mitigating and aggravating circumstances
  • Determining an appropriate sanction – Preparing a written finding

Module 2: Emotional Intelligence Works (2-days)

The ‘People Smart’ approach of this course will help you improve relationships in business and social settings, stop wasting time and energy on negative emotions, manage emotions and communicate intelligently, and increase flexibility, enthusiasm, and teamwork. Emotionally “unsmart” people undermine their own happiness and success by wasting time on personality conflicts, complaining, and losing self-control when faced with tense and stressful situations. Learning the techniques to manage your reactions and raise your level of emotional intelligence will result in more positive and constructive relationships, and a more satisfying and productive life.

Module 3: The Business of Listening (1-day)

This course will show you how to become a better listener by demonstrating how your listening skills build either barriers or bridges. You will also learn ten steps to controlling emotional “hot buttons” and the impact of good listening skills on productivity. Most people think that the only message that will be heard is one of urgency, however in today’s fast-paced world even urgent messages are ignored. Becoming an active listener will help your productivity and success by helping you extract important details from every message.

Module 4: The Minute Taker’s Workshop (1 day)

Upon successful completion of this course, delegates will be able to:

Specific learning objectives include:

  • Recognize the importance of minute-taking.
  • Develop key minute-taking skills, including listening skills, critical thinking, and organization.
  • Be able to remedy many of the complaints that beset minute-takers.
  •  Be able to write minutes that are suitable for formal meetings, semi-formal meetings, and action minutes.
  •  Be an efficient minute-taker in any type of meeting.
  •  Be able to prepare and maintain a minute book.

Module 5: Conflict Resolution – Dealing with Difficult People (1 day)

Specific learning objectives include:

  •  How their attitudes and actions impact others
  •  New and effective techniques for dealing with difficult people
  •  Coping strategies for dealing with difficult people and difficult situations
  • How to identify times when they have the right to walk away from a difficult situation
  • Techniques for managing and dealing with anger

Module 6: Diversity Training – Celebrating Diversity in the Workplace (1 day)

Specific learning objectives include:

  •  What diversity and its related terms mean
  •  To be aware of how aware they are of diversity and where they can improve
  • Understand how changes in the world can affect them and their view
  • To identify their stereotypes
  • What terms are politically correct and which are not, and why
  • The four cornerstones of diversity
  • What the pitfalls are relating to diversity and how to avoid them
  •  A technique for dealing with inappropriate behavior
  •  A management style to encourage diversity
  •  What to do if they or one of their employees feels discriminated against

Module 7: Performance Management (1 day)

Specific learning objectives include:

  • Tools to help employees set and achieve goals.
  •  Three-phase models that will help participants prepare employees for peak performance, activate their inner motivation, and evaluate their skills.
  •  Motivational tools and techniques.
  •  Coaching methods and skills.

Total Training Days: 9

Duration: 3 – 4 Months

Get Your Employees Fired-up to Achieve

Module 1: Emotional Intelligence Works (2-days)

The “People Smart” approach of this course will help you improve relationships in business and social settings, stop wasting time and energy on negative emotions, manage emotions and communicate intelligently, and increase flexibility, enthusiasm, and teamwork. Emotionally “unsmart” people undermine their own happiness and success by wasting time on personality conflicts, complaining, and losing self-control when faced with tense and stressful situations. Learning the techniques to manage your reactions and raise your level of emotional intelligence will result in more positive and constructive relationships, and a more satisfying and productive life.

Module 2: Advanced Interpersonal Communication (2-days)

Upon successful completion of this course, students will be able to:

  •  Identify communication styles and methods.
  •  Give good first impressions, build rapport, and build positive relationships.
  •  Build relationships through feedback.
  •  Identify supervisor roles and handle human resource issues.
  •  Communicate with colleagues and subordinates.
  •  Communicate with customers and vendors.
  •  Identify cultural networks, manage physical culture, and manage emotional culture.

Module 3: Speakeasy – Conquer your Fear of Speaking in Public(1-day)

Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this one day workshop is just for you! It’s aimed at anybody who wants to improve their speaking skills in informal situations. We’ll give participants the confidence and the skills to interact with others, to speak in informal situations, and to present in front of small groups.

Module 4: Conflict Resolution – Dealing with Difficult People (1 day)

Specific learning objectives include:

  •  How their attitudes and actions impact others
  •  New and effective techniques for dealing with difficult people
  •  Coping strategies for dealing with difficult people and difficult situations
  •  How to identify times when they have the right to walk away from a difficult situation
  •  Techniques for managing and dealing with anger

Module 6: Diversity Training – Celebrating Diversity in the Workplace (1 day)

Specific learning objectives include:

  •  What diversity and its related terms mean
  •  To be aware of how aware they are of diversity and where they can improve
  •  Understand how changes in the world can affect them and their view
  • To identify their stereotypes
  •  What terms are politically correct and which are not, and why
  •  The four cornerstones of diversity
  •  What the pitfalls are relating to diversity and how to avoid them
  •  A technique for dealing with inappropriate behavior
  • A management style to encourage diversity
  • What to do if they or one of their employees feels discriminated against

Module 7: Building Self Esteem & Assertiveness (1 day)

Specific learning objectives include:

  •  Grow in the conviction that they are competent and worthy of happiness
  •  Make a positive first impression
  •  Turn negative thoughts into positive thoughts
  •  Make requests so that you get what you want
  •  Find ways of connecting with people

Module 8: Influence & Persuasion (1 day)

This one day workshop will help you teach participants how to:

  • Make decisions about using persuasion versus manipulation
  •  Apply the concepts of pushing and pulling when influencing others
  •  Use different techniques for getting persuasive conversations and presentations underway
  •  Make a persuasive presentation by using the 5 S’s
  •  Apply storytelling techniques to extend influence
  •  Leverage concepts of neuro linguistic programming in everyday influence and persuasion.

Total Training Days: 9

Duration: 3 – 4 Months

Objectives

Specific learning objectives include:

  • The importance of having a performance review process
  • How to work with employees to set performance standards and goals
  • Skills in giving feedback, listening, and asking questions
  • A proven interview process
  • How to make the performance review legally defensible

Course contents

Introduction and Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Basics of Performance Appraisals

This session will begin with a lecture on the history performance appraisals. Then, participants will move into small groups to discuss of the value of appraisals.

Employees’ Concerns about PAs

We will explore some concerns about appraisals and possible responses in a lecture.

What Makes PAs a Defensible Process?

This session will discuss some things that participants can do to ensure that their performance appraisal process is defensible.

Stereotypes

There are four ways that a person can stereotype without necessarily being aware of it. Participants will also explore their own stereotypes in an individual exercise.

The performance Management Process

To begin, participants will look at the four-stage performance management process through a lecture. Then, participants will work in small groups to review some sample appraisal forms.

SMART Goals

During this session, we will learn about the SMART acronym for goals and re-write some goals to meet these criteria.

Goal Setting

We will continue our work with goal setting by looking at some other considerations and completing a short individual exercise.

The Performance Management Cycle

This session will explore the first two stages of the performance management cycle: the basis for review and the performance standard. BARs and KRAs will also be discussed briefly.

Setting Standards

We will demonstrate the importance of standards through a short exercise, and then we will discuss the exercise and some general points.

Performance Development Plan

The fourth element in the performance management cycle is a performance development plan. We will briefly discuss the components of this type of plan during this session.

Feedback and Communication

The need for basic communication skills and proper feedback will be demonstrated through an individual exercise. Then, we will discuss some communication tips.

Listening and Asking Questions

We will explore these two key communication skills through a combination of lectures, individual exercises, and small group work.

Feedback

Feedback is another critical element of the performance management process. After a brief discussion on feedback, participants will work through several case studies to further explore feedback principles.

Characteristics of Effective Feedback

There are six characteristics of effective feedback. During this session, we will examine each characteristic through a lecture and case studies.

Accepting Criticism

Accepting criticism from others can be very difficult. We will offer participants some ways to make accepting criticism a little easier.

Planning the Interview

This session will look closely at some things you should do before delivering the performance appraisal.

The Interview

During this session, we will examine a basic interview format. We will then practice the format through a role play.

Day Three Overview

The morning of Day Three will be spent role-playing each stage of the performance appraisal process. Each role play will be followed by discussion and feedback from the trainer and from other participants.

Maintaining Performance

Once an employee has achieved a particular level of performance, we usually want them to maintain that level. This session will explore some ways of doing that.

Behavior Contracts

This session will examine behavior contracts, a tool that can be used to help an employee achieve a goal or a level of performance. We will also look at rewards that can be used.

Handling Performance Problems

During this session, we will discuss what to do if an employee is not achieving a particular level of performance.

The Worst Case Scenario

The worst case scenario for many employers is having to fire an employee. We will look at how to handle this situation in a lecture. Then, participants will practice their skills in a role-play.

Pre-Assignment Review

To sum up the past three days, participants will look at their pre-assignment, identify areas of improvement, and develop an action plan.

Performance Management Checklists

To conclude the workshop, we will review some checklists that you can use during the performance management process.

Workshop Wrap-Up

At the end of the day, students will have an opportunity to ask questions and talk with the trainer.

Objectives

Specific learning objectives include:
  •  What conflict is and how it can escalate
  •  The five most common conflict resolution styles
  • How to increase positive information flow through non-verbal and verbal communication skills
  •  Some effective techniques for intervention
  •  How to strengthen staff trust and morale
  • How to be more confident of their ability to manage conflicts

Course contents

Introduction and Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Defining Conflict

During this session, you will give participants a chance to explore some assumptions about conflict and the positives and negatives of conflict.

Types of Conflict

This session will cover three main types of conflict: inner, interpersonal, and group. We will also look at open conflict vs. hidden conflict.

Spontaneous and Reflective Action

When people are under stress, they are more apt to revert to spontaneous action and then regret their choice of words. This session explores spontaneous and reflective action through a brief lecture.

Johari Windows

The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. We will look at the Johari Window in detail through a personal exercise and a case study.

Stages of Conflict

During this session, we will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict.

Win as Much as You Can

This quick, fun exercise gives participants a break and helps them learn about conflict outcomes.

Conflict Resolution Style Questionnaire

Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style.

The Role of Communication in Conflict Resolution

Active listening, paraphrasing, questioning, and body language are just a few of the tools that we can use to resolve conflict. We will look at all of these concepts in detail through lectures and role plays.

The Conflict/Opportunity Test

Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict.

Conflict and Its Resolution

This session will look at a few processes that we can use to identify and resolve conflict.

Facilitating Conflict

Facilitation skills have become a cornerstone of many leadership models. This session will look at facilitation and how it can be applied to conflict. Participants will also practice facilitation skills in a role play.

Setting Norms

Norms are a set of rules that a group agrees to act by. Setting norms during a conflict situation can help members stay calm, rational, and focused on the problem.

Making an Intervention

Leaders often find themselves in a situation where they need to intervene to help a group resolve conflict. This session will explore some ways to intervene effectively.

Workshop Wrap-Up

At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

Objectives

Specific learning objectives include:

  • Identify the key elements of a quality proposal
  • Write a winning proposal
  • Perfect their first impression, including their dress and your handshake
  • Feel more comfortable and professional in face-to-face presentations

Course contents

Introduction and Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Business Writing Basics

To get started, we will look at some basic ways that business writing is different from literary writing.

Writing a Proposal

During this session, we will look at the two major types of proposals: formal and informal.

Writing Your Proposal

There are three easy steps to get started on writing a proposal. We will discuss each of them in a lecture.

Getting Thoughts on Paper

We will look at some ways to organize and sequence a proposal. Then, participants will apply those methods to a sample proposal.

Basic Formats

During this lecture, we will look at indirect and direct proposals. Participants will then work in groups to turn a direct proposal into an indirect proposal.

Editing

This session will explore some basic editing techniques, including the readability index.

The Finishing Touches

During this session, we will look at some final touches that can jazz up your presentation.

The Handshake

Often, you will need to greet people before and/or your presentation. This session will offer some tips on a key element of your greeting: the handshake.

Getting Ready for Your Presentation

We will offer participants some preparation tips. Then, participants will be asked to prepare a brief presentation on the spot.

Elements of a Successful Presentation

During this session, we will explore five keys to success through a lecture and small group work.

Dressing Appropriately

This session will help participants dress for success.

Dealing with Questions

Many presenters find the question and answer period difficult to manage. This brief lecture will offer some easy tips on dealing with questions.

Presentations

To wrap up the day, each participant will give a two to three minute presentation.

Workshop Wrap-Up

At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

 

As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.

Who is this course for?

Customer service professionals providing technical support or service, on-site or by way of call center or email.

Pre-requisites

  • Customer Service Skills

Objectives

Upon successful completion of this course, students will be able to:

  • meet the customer.
  • diagnose the customer’s issue.
  • deliver solutions.

Course contents

Lesson 1: Meeting the Customer

  • Topic 1A: Be a “People Person”
  • Topic 1B: Represent Your Company
  • Topic 1C: Relate to the Customer

Lesson 2: Diagnosing Issues

  • Topic 2A: Deal with a Customer’s Misrepresentations
  • Topic 2B: Determine the Customer’s Need
  • Topic 2C: Troubleshoot the Customer’s Problem

Lesson 3: Delivering Solutions

  • Topic 3A: Finalize the Solution
  • Topic 3B: Educate the Customer
  • Topic 3C: Deliver Bad News
  • Topic 3D: Achieve Performance Standards
  • Topic 3E: Close the Contact

 

Prospecting is the key to your sales success. Your success today is a result of the prospecting you did six months ago. After today, participants will know who to target and how to target them, and remember to do some prospecting every day through warming up cold calls, following up on leads, or networking.

Pre-requisites

  • None

Objectives

Specific learning objectives include:

  • Understand the importance of expanding a client base through effective prospecting.
  • Know how to use a prospect board to make you more successful.
  • Be able to identify target markets and target companies with the 80/20 rule in mind.
  • Develop and practice networking skills at every opportunity.
  • Develop, refine, and execute the art of cold calling.

Course contents

Introduction and Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Pre-Assignment Review

To start the day, participants will review their pre-assignment quiz.

Targeting Your Market

Next, participants will learn eight ways to target their market. Then, they will fill out a worksheet for their target market.

The Prospect Board

This session will show participants what a prospect board is and how to use it. Participants will also have an opportunity to create a draft prospect board.

Setting Goals

During this session, participants will learn how to set SMART goals to get from where they are today to their goal.

Why is Prospecting Important?

Next, participants will look at some myths behind prospecting and what will ultimately determine their success.

Networking

During this session, participants will learn all about networking, a key component of prospecting.

Public Speaking

Good speaking skills can give sales people a real leg up. This session will give participants some ways to build their confidence and send out the right message when speaking in public.

Trade Shows

Next, participants will explore what to do before, during, and after trade shows to ensure success.

Regaining Lost Accounts

This session will explore an easy way to increase accounts: regaining inactive or lost clients.

Warming Up Cold Calls

During this session, participants will learn how to make the most of another essential prospecting tool: cold calls.

The 80/20 Rule

Next, participants will learn how Pareto’s 80/20 rule applies to sales and prospecting.

It’s Not Just a Numbers Game

This session will look at the 3 R’s of successful prospecting.

Going Above and Beyond

To wrap up, we will give participants twenty-one ideas for a successful career in sales and ten questions they can ask themselves about each prospect.

Workshop Wrap-Up

At the end of the day, students will have an opportunity to ask questions and fill out an action plan.