Building a Culture of Peer Collaboration through Peer Coaching and Peer Consulting Skills- 1 day (adv)

Thursday, July 10th 2014 Having trouble viewing this email? click here       Note:   Companies can claim 400% tax deductions or 60% cash payout of total training expenditure under the Productivity and Innovation Credit (PIC) Scheme. Terms and Conditions apply. For more information, please check out IRAS website here This Issue Program Background Expected Outcomes Program Outline Testimonials Program Convenor Course Information   Date:   10th July 2014 (Thu) Time:   9am to 5pm Venue:   Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road Fee :   S$350 (NETT) | S$140 (After PIC Cash)   * Inclusive of teabreaks and lunch To register, please contact Jaslyn @ 9767 9686 / 6278 9785 or jaslyn@cbsgroup.com.sg Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form Unsubscribe If you no longer wish to receive our email advertisements - please reply "unsubscribe" as the subject. Thank you     1 DAY PEER COACHING AND CONSULTING SKILLS – BUILDING A CULTURE OF PEER COLLABORATION   PROGRAM BACKGROUND:   This program provides an introduction to Peer skills that support collaboration, sharing, taking new perspectives and shared problem solution generation. Marshalling the power of peers provides colleagues with a strong support system and helps develop new attitudes towards one another at work. Leveraging Peers experience, insights and perspectives using Peer Consulting is like having your McKinsey Consulting Team working just for you. This process can liberate new information and create significantly better results to cases brought into the process. Peer review through Peer Coaching will bring the coachee to gather feedback on their current plans and lead to new insights that stimulate further development and renew their motivation to pursue their objectives. Peer coaching is like having a support team on hand comprising experienced peers that are there to help challenge and reinforce participants thinking. The results are often confirmation of what is working well and plans for further actions that will make a difference. The benefits of this program include development of a complimentary but discrete set of skills that recognise and leverage peers as a resource at work. Structuring the interactions for peers enables different types of situations to be addressed with efficiency and effectiveness creating the opportunity for learning, insight and fresh actions that will make a difference. This course includes development of EQ skills as participants learn to relate to their feelings as an important source of insight and share these perspectives with one another. Second, learning Powerful Questioning techniques promotes self-directed learning for participants and their peers.     EXPECTED OUTCOMES:   As a result of this program, the following outcomes are expected: Participants will: Acquire Foundation Skills: Solution-focused Model and Techniques Powerful Questioning Techniques Understand the differences between Coaching and Consulting Develop Specific Skills: Understand the model and approach to Peer Coaching skills Work on cases together in Peer Coaching Practice applying Peer Coaching skills Understand the model and approach to Peer Consulting skills Work on cases together in Peer Consulting Practice applying Peer Consulting skills Develop Objectives for applying these new skills back at work   PROGRAM OUTLINE:   Preparing for Coaching and Consulting Adopting a Solution Focused mindset Build their questioning techniques Develop their perspective and interpersonal skills relevant to coaching dynamics Situations and issues that best suit Coaching and Counselling Delivering Peer Coaching with others Learn the process Learn to use Solution Focused Techniques when coaching Engage in Coaching Practice using GROW model, Action Learning, and SMART goals Learn how to handle resistance Practice structuring coaching to achieve results Delivering Peer Consulting with others Learn the process Learn to use Solution Focused Techniques when coaching Engage in Counselling Practice using Bayer Peer Counselling Model Learn how to identify and express Process-level emotional perspectives by using empathy Learn how to use brainstorming and self-discipline to enable all the ideas to be brought forward Practice structuring counselling to achieve results   TESTIMONIALS:   "Trainer best in class" "Really good safe confidential environment at right level of management. Excellent to be cross divisional" "Enjoyed John's style, knowledge & humour" "John provided great insights & suggestions around the issues we face & how to deal with them" "Very 'hands on' method which enabled opportunities to reflect / consider own style of leadership." "Excellent facilitator" "It is a great workshop." "The tools to provide open communication and Structure to achieve objectives." "Obviously, it will improve my coaching skills" "Situation leadership to beyond." 'Role play' creates impact on realization in your mind during the process of coaching." "Very useful knowledge and importantly it is applicable in real situations."   PROGRAM CONVENOR:   John Read commenced his career in manufacturing industry spending seven years in a variety of corporate advisory roles assisting line and plant personnel to develop their operational efficiency and effectiveness. He has worked across Australia with Australian Consolidated Industries, consulting to glass bottle and fibreglass manufacturers, plastics and building products manufacturers in Australia and South East Asia. John moved to Singapore in 1996 after working across Australia. He has designed and conducted management development programs for executives in banking and finance, manufacturing, technology, mining and petrochemical industries in private and public sectors throughout Australia, Singapore and South East Asia over the past thirty years. During 2001-2005, John was on the coaching panel for Standard Chartered and ABN Amro Bank. He has coached managers, senior executives and managing Directors of Aviva Insurance Asia, Michelin Australia, Yellow Pages, Caterpillar Asia, Guardian Pharmacy Singapore; International Tobacco, Credit Suisse First Boston, Honeywell Automation and Heinz Singapore. John was retained by the HR Director for Equant Network Services as Project Director and Senior Consultant Leadership Support and Change Management. Designed, and managed the change support project to prepare them for take-over by France Telecom. Crafted staff communications, set up management and staff networks to provide team and individual communication channels. Set up and managed regional coaching program to support country heads with transfer of change management skills. John personally coached the Head of Division and his five senior managers through the change process. John was retained by the Regional Managing Director of Haarman and Reimer to deliver change communications coaching for him and his leadership team in their merger with Dragaco. John has lead senior level leadership development programs using 360 and OPQ Assessment tools for Managing Directors and senior executive managers. He has worked as Coach and Project Director to develop and implement effective development plans that result in significant changes to behaviours and generate significant business results. John has presented programs for the Civil Service College Singapore involving analysis and feedback of the LIFO™ Personal Change instrument for senior PMET staff. Participants were drawn from across the Singapore Public Service. John has lectured locally at Nanyang Polytechnic in the Business School for two years and for private colleges. John is an innovative developer of management learning incorporating academics, professional support such as acting talent and 'expert' practitioners in his program designs. He has cooperated with unions and their representatives to ensure their members interests were addressed well in his program designs and delivery. John is known for his: Wide grasp of human resource and operations management, leadership and management development. Presentations for international conferences on innovation, leadership, coaching, career development, team work and performance management. Publications in University peer review journal on self-directed learning, numerous articles in national newspapers, HR journals and websites across Asia. John builds consistent long-term relationships with clients and manages executive coaching and consulting services to create success for his clients. John has strong Asia regional connections and is recognised as a senior consultant for performance development for individuals, teams and their organisations by the regional Human Resources and Executive Coaching communities. Qualifications John holds a double-degree in psychology and applied mathematics from Melbourne University in Australia, a Post-Graduate Diploma in Risk Management from Monash University and an MSc. Asia Pacific Human Resource Management from the National University of Singapore. John is currently completing his PhD in Authentic Leadership Psychology with Monash University Australia. John is an Internationally Certified Job and Career Transition Coach, Certified Executive Coach and Certified Trainer.

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Apply cooperative service language - 1 Day Workshop on Providing Quality Service over the Phone

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Course Information Date: 18 July 2014 (Fri) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: S$400 (NETT) (S$160 after PIC grant)* *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Providing Quality Service over the Phone Course Objectives At the end of the course, participants would be able to: Say what excellent service is about and the 3Es to enable you to provide the service that delights the customers and how to manage the attitude to stay motivated and positive Practise the basic telephone etiquettes to project give a positive MOT for the customers Demonstrate the skills needed in the steps of the telephone transaction so as to handle the callers efficiently, effectively and professionally Apply cooperative service language and right tone when dealing with callers over the phone The Dos and Don'ts in handling difficult customers Course Outline Part 1: The basics in customer service What is excellent service The 3Es to providing excellent service Managing attitude and why it is important to manage the attitude The ABC model Part 2: Creating Positive Moments of Truth What is moment of truth Creating positive moments of truth by practising the right telephone etiquettes Greeting Put Customers on hold Propose a call back Make outgoing call Transferring a call Part 3: Skills in handling customers on the phone Use of vocal tone Use of cooperative language Tragic words to be avoided Effective listening The levels of listening When to use silence Questioning techniques When to use open or closed questions Handling customer questions Confirmation skill 5 key steps Part 4: Recognising the different communicating styles of customers The assertive, submissive and aggressive behaviours of customers Part 5: Dos and don'ts in dealing with difficult situations Angry customers Rude customers Abusive customers Talkative customers Methodology Lecture, activity, role play/demonstration, group discussion and presentation Trainer's Profile Ms Chua conducts training in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, WSQ Courses in customer service, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People. Ms Chua's experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation. She has been training adult learners since 1999 and has over the years conducted numerous public and customised trainings and seminars for both the public and private sectors. She has also helped to revamp 2 customer service course materials for IPAM. She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA. She was also one of the recipients of CSC (Civil Service College) Trainer Excellence Award 2012. In House Customized Training We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience. Do contact us today @ 6278 9785/ training@360degrees.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment.

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The Advantages Of Professional Copy Writing

By Elsa English

Specialized copywriters know the correct words and exactly how to use them for your business prosperity as well as offer you materials that can drive crazy public attention for your product. It is advisable to go for professional copy writing services. Hiring who knows slight tricks and prospects in the business of promotion and advertising that many ordinary people do not.

writers not just for writing. It enhances skills for all selling be it recorded or live. All marketing is packing up a message into the media.

Taking a sales lettering and adjusting it to work as a sales letter website or a tele seminar. There some barriers that might inhibit you from become one of the best copy writers. Such barriers are such as unwillingness to learn.

A copywriter must be emotional. Ensure your copywriters knows their words since the customers emotions play a big role on making a choice those products that they require. They should be capable of crafting words that communicate to the heart of your clients.

This is like any other skill requires to invest a lot of time and also you be patient. Many individuals have invested a lot time in other professions and skills but those willing to become professional writers have found it difficult to be patient and undergo the course and also give sufficient time as required. It may take you around one hundred hours studying for you to just have an idea of what copywriters do.

A desk top can also be used to visit these sites. Seek the services of the company that charges lower price because others are very costly. Experience is another factor that you should always be in your mind.

You should require your copywriters to ask a lot of questions about your firm product or your ideal clients. Questions are important so that you meet midway with the output they would deliver. He ought to have strategic plans on how he will convey his ideas to meet the business goals.

In now mastering of the content you may need around ten thousand hours. At this stage you can fully be entrusted with writing a very good content for anybody for any institution. You can also be able to guide the new entrants accordingly without misguiding them. Interest in becoming a copy writer should be coupled with a good investment of time and resources. Another impediment is lack of being an armchair psychologist. There is a dimension of this writings that many people have not clearly understood. It is not just involve writings. A very big percentage involves thinking about how different individuals respond to various ideas. Writing should come as the last part of the whole thing. The proficient writers can make good students of individuals. You enjoy seeing how different people act.

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A Positive Affirmations Book Could Help With A Variety Of Issues

By Elsa English

The self-help industry is as popular as ever. A wide range of information can assist people who want to improve their lives and themselves. Self-help books offer readers assorted ways to deal with phobias, information on moving past negative emotions, and self-hypnosis techniques. Any problem that an individual might struggle with is probably addressed in numerous self-help books.

The information that readers can find in self-help books varies greatly. Guided imagery is an example of a technique that people can use to accomplish a variety of goals. Another technique is utilizing positive affirmations to handle countless emotional, mental, and even physical issues. The information found in a positive affirmations book could be easy to comprehend and to apply to reality.

There could be an endless array of obstacles that a person might want to overcome, but some obstacles seem to be more common than others. One of the most common personal obstacles that people deal with is low self-esteem. If an individual suffers from low self-esteem, accomplishing almost anything could be difficult. By using positive affirmations, a person can learn to overcome low self-esteem.

Innumerable individuals become confused when they are trying to understand issues of love or romance. An individual might utilize self-help information to feel a sense of self-worth, instead of basing self-worth on the opinions of others. Matters of romance or love may seem much easier to manage, once a person begins the process of repeating affirmations. While it may take some individuals decades to understand this concept, a person who reads a good self-help book might understand it within a few weeks or months.

Another problem area for innumerable individuals is money. Many people simply do not know how to manage their finances, and this problem can lead to a wide range of other issues. Repeating a positive affirmation to move past this issue could be the solution, for someone who is willing to make positive changes related to income and budget.

Along with money problems, issues concerning career and school are also common. A person may not be aware of ways to reach personal goals in school or at work. Using a great affirmation book could enable such a person to end a cycle of continual self-sabotage. Individuals who experience success at school and in their careers have typically learned how to utilize various techniques to succeed. Repeating affirmations may be such a technique.

Numerous people have problems related to their health. A person might not know how to shed pounds, and by utilizing affirmations, that individual may discover how fun exercise can actually be. Managing many kinds of health conditions, including cancer, heart disease, digestive problems, and allergies, may be less stressful when an individual applies self-help techniques.

Handling an array of problems is an inevitable aspect of being a human being. Some issues might be more serious than a lot of others, but no issue should be ignored. Innumerable problems could seem insurmountable, but by applying self-help techniques, an individual may be able to deal with almost any issue. A good way to explore a topic is by reading a book. Plenty of books on affirmations are available, and consumers may find many of them to be quite useful.

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Setting the standards - 1 Day Workshop on Customer Care & Loyalty

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Course Information Date: 15 July 2014 (Fri) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: S$400 (NETT) (S$160 after PIC grant)* *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Customer Care & Loyalty The customer is "always right", or so the saying goes. But how loyal are they, to you and your company? In a rapid changing & extremely competitive marketplace, people now have a wider choice & say as to who they want to give their business to. Do you care for your customers enough to make them want to remain loyal to you? This workshop is designed to enlighten those who are involved in customer service and care of their businesses. Session outline The rewards of C.A.R.E. What the rewards of C.A.R.E. are, for your customers as well as for the company. What do customers want? What is it that customers really want….. What is customer care? We'll take a look at the tangible & intangible elements of customer care. Why customers care? Reasons on why the need for customer care will be explored. Elements that influence customer care Elements that can influence customer care – from initial contact to after-sales follow-up. Implementing a customer care strategy Participants will be guided on how to implement a customer care strategy. Setting the standards Examples of setting standards in customer care will be highlighted as well as the measurement of the results. The customer care program How to develop a 13-step customer care program. Why does the customer "fire" you? 15 reasons why customers can "fire" you. What may be wrong with your customer service? We'll examine the potential gaps that may exist in your customer service. Principle vs. Policy. The advantages of great customer service Learn the various advantages of great customer service; and secrets to keep your customer happy. When something goes wrong… What do you do when something goes wrong? How do you handle an "angry" customer? Tips on how to handle an angry customer. Changes This section deals with changes – from product/service changes, policy/price changes, market condition/competition changes, customer/company changes & the ways to adapt to them. Elements the breed Loyalty Understand the elements that can breed loyalty from your customers. Who will benefit from this session? Customer service, Sales, Receptionists, Service Support, Operations, Call Centre or Admin staffs. Basically, anyone & everyone who has to deal with customers in their daily work routine. 360 Degrees Trainer Gregory is a very dynamic and entertaining trainer/speaker. With more than 20 years in direct sales, he brings with him a wealth of experience in the field of personal selling – from telephone prospecting techniques to face-to-face selling skills that garner results. Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider. As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies. Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others. Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice." Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is…..your greatest asset"

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