Synergy International

Training Catalogue 2011

1 Š Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

INDEX

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About Synergy International Programmes From ICM Meet the Team Our Philosophy Short Courses Effective Leadership Project Management Communication Skills Team Building Effective Motivation Coaching skills Creative Innovation Negotiation Skills Presentation Skills Emotional Intelligence Time Management Assertiveness Training NLP Body Language Part 1 Body Language Part 2 Decision Making Skills Report Writing Skills Anger Management Personal Impact Interpersonal Skills Conflict Management Managing Difficult People Effective Meetings Interviewing Skills Stress Management Performance Management Train The Trainer Customer Service Training Effective Selling Skills Telephone Selling Skills

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Training Catalogue 2011

About SYNERGY INTERNATIONAL Synergy International is a HR/Training Consultants, specialising in the areas of Occupational Learning & Accredited Education. We are accredited agents for some of the world’s leading accreditation bodies. We offer training programmes that are based on best practiced standards that are globally accredited. We act as training consultants to:- Other Training Providers, Universities and Training Centres and Companies throughout the modern world. Synergy International offer bespoke training consultancy, management training and professional development services worldwide through our network of qualified accredited training consultants.

We take time to understand your exact training and development requirements and then match these to the experience and skills of one or more of our training consultants whose backgrounds cover a wide range of industries within the private and public sector. With your specific brief in mind, we will then offer you a personalised training consultancy service that will exceed your expectations and comfortably fit your organisation's culture, timescales and budget.

HR Resourses So whether you need help in developing the right training strategy or to equip you with the talent and skills necessary to be successful in today's global market; need staff surveys conducted to reveal training needs or motivational issues; or require additional resources in HR and Training with specific in-house projects, we can be of real service to you. Listed below are some examples of the consultancy services and products we can offer you.

• • • •

Training Surveys Training Strategy Training Materials Finding Potential

Whilst many HR and Training departments are fully stretched providing a professional service to their companies we recognise the need for fully qualified and adaptable training consultants to undertake HR and Training projects that are integral to the success of the business. At Synergy International we offer a truly professional HR and Training project management service to meet your specific needs and will work seamlessly with your HR team. Examples of projects we have lead and managed on behalf of our clients include: • • • •

The customisation of an on-line recruitment system or strategy The acquisition of the Investors in People for ISO awards Facilitation of Departmental Action Plans following an Employee Opinion Survey Facilitation of in-house specialist knowledge into the production of operational training materials and processes

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Training Catalogue 2011

In-House Training Surveys We produce in-company surveys to more thoroughly understand your organisation's training needs. After an initial discussion with you to understand your specific requirements, we will design a customised survey and provide you with the analysis, reporting and feedback service that helps you measure the business or training need. So whether you wish to address motivational issues within your workforce, canvass employee opinions, identify specific skills gaps or evaluate the return on investment from a training programme, we can help you.

Training Strategy We have a number of highly qualified and experienced training consultants with previous experience at developing and implementing successful training strategies within business. Using their breadth of experience, we offer a consultancy service that can help you to develop the best training strategy that will meet the real needs of your business in a truly integrated manner.

We can also help and advise on how best to plan, implement and evaluate a training and development intervention that you are starting to ensure that you achieve the best results in the most cost and time effective way. Before we conduct the training we ask future delegates to sit an online personality test. This will provide an insight in to the individual’s learning style. We use bench marks and international standards from around the globe that guarantees the skills and competencies are met.

Training Materials Training Materials by Synergy International high quality training materials for trainers,

Our training materials have been designed to include all of the necessary information your students need to know, so that their learning experience is unique and successful. Using Synergy training materials means internal training has never been so easy or readily available. Synergy’s training materials include everything you need to start training your students right away. We have included instructor guides, pre-assignments, student workbooks, exercise workbooks, Power Point slides, handouts and much more; all of which have been designed to give your students the opportunity to develop essential skills for the benefit of your company.

Synergy’s training materials are fully customisable, meaning we’ve given instructors the flexibility of editing the course content to meet your organization’s training needs. At Synergy international we understand the time and effort it takes instructors to develop proper training solutions that work, and that provide results. Instructors can customise the training materials to showcase their own company or organizational logo.

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Training Catalogue 2011

Finding Potential FindingPotential is a range of assessment products offered free of charge to Synergy International clients.

Organisations spend billions of pounds and thousands of hours every year recruiting new staff. Our dream is to change the obsession with recruitment to an obsession with retaining and engaging the people already employed.

As ever, this conversation almost always comes down to money. In the UK it is estimated that between £60 million and £100 million is spent every year on tests of one sort or another. By providing great quality questionnaires free of charge we hope that organisations will spend the money saved on retaining and training the people they already have.

We offer compleate free physometric testing inculding:• • • • • •

Personality Tests Management & Leadership Styles Questionnaires Sifting Questionnaires Ability Testing Engagement Questionnaire Full 360 Report

We offer FREE resources for trainers • • • •

Free Online Personality Tests. (Link all with membership registration) Free Training Materials Free in Company Survey Free use of our library Facilities

Just Register go to our web site www.synergy-int.org and we will send you our link.

Whatever the training consultancy needs of your company or organisation we can provide the services and solutions to help so contact us today.

PROGRAMMES FROM ICM The Institute is the leading professional body for Commercial and Business Development Managers.

Supporting career and personal development as well as mobility, the Institute’s educational programmes and qualifying examinations provide recognised qualifications for commercial management and business development staff working in the following key industry sectors:       

      

Aerospace and Defence Construction Facilities Management Financial Services Government Information & Communication Technology Manufacturing 5

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    

    

Petrochemicals Pharmaceuticals Telecommunications Utilities Retailing & Distribution

Membership is open to those who complete the relevant degree level qualifying examinations. The Institute is also a recognised international examining and awarding body for students undertaking general business and management studies and examines and certifies candidates to an internationally consistent standard.

Accreditation The Institute of Commercial Management benefits from full recognition by the regulators of external qualifications in England – the Office of the Qualifications and Examinations Regulator (Ofqual).

About Ofqual Established as a result of a decision by the Secretary of State for Children, Schools and Families in September 2007 to set up a new independent regulator of qualifications and tests, Ofqual was created as an interim regulator within the existing legal framework.

It began work in April 2008, with responsibility for carrying out the regulatory functions of the Qualifications and Curriculum Authority (QCA). Legislation formally establishing Ofqual as a separate statutory organisation, reporting directly to Parliament, is expected to be in force from late 2009.

Until this time, QCA’s Board retains legal responsibility for the discharge of its regulatory functions and the exercise of those powers.

ACCREDITING YOUR PROGRAMME Accrediting your programme: We are able to create a totally unique accredited programme for you. We can take an existing programme or develop one with you that can be accredited up to a level 5 (post graduate). The programme can even contain internal training that you already deliver alongside our external involvement. The programme for example could be designed for managers where we could include modules relating to management, project management, customer service, time management, equality and diversity, employment law and so on. Each module would attract a questionnaire, an action plan, trainer observation record, assignments (to be completed before the next module) to prove the learning. Once all this work has been completed the information is sent to our internal moderation team for first checking, once approved the information is externally moderated by the ICM, from there the delegates will receive their credit for learning at the pre arranged level. The programme can be branded with your company information and also titled to you e.g. SAMBA Training UK Management Development Programme - Level 4Development costs for the programme are on a case by case basis, but are not usually that expensive as we already hold a great deal of course information already.

So if you would like to have your own accredited training programme built, please contact Synergy International today.

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Training Catalogue 2011

MEET THE TEAM Dr. Stephen Byrd (China Managing Director /Tutor)

Professor Martin Leonard (UK & Ireland) Vice President & Instructional Design / Tutor

David Lawrence MSc PGCE Finance Director / Tutor

Lamar Urby (USA & China) Business English & Marketing /Tutor

Dr. Ian Miller (Canada) International trade /tutor

Dr. Kim Lu (Singapore) HR Director/ coordinator

We have 26 tutors/associates all of whom are members of either:- I.T.O.L (Institute of Training & Occupational Learning) or are members of the ICM Institute of Commercial Management). Each member of our team must have a minimum of two years teaching experience in his/her specialised core area. We have 32 core programs, which we offer in the way of short courses. Delivering approximately 4 programs a month.

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Training Catalogue 2011

Our Philosophy We use the term Skills Based Training (SBT) to describe this philosophy. i.e. Delegates must be able to do (as well as know) something, after the training, that they could not do before.

Skills based training is concerned with TWO main elements, i.e. The Content and equally importantly the Delegates.

Our content is always tailored to our Clients needs; therefore we do not necessarily base it upon any particular models, for two very sound reasons.

A. There are many, many models, from which we select the most appropriate B. More importantly every Client is unique; therefore we only decide which models to use after we know & understand our clients’ needs.

Our Training is underpinned by 3 well established, well researched, and world changing principles.

They are: 1) Experiential Learning 2) Action Learning 3) Learning Styles 1) Experiential Learning – by Dr David Kolb Kolb says that people learn while doing. That is why our Programmes follow a four step process that is based upon; Theory, Practice, Feedback and Implementation.

2) Action Learning – by Dr R RevansSimilarly, our training is informed by Revans' principle of making the learning directly related to the workplace . Therefore our role plays and simulations are always based on real life situations.

3) Learning Styles (by Drs Peter Honey and Alan Mumford). We accept Honey and Mumford’s theories on learning styles and understand that delegates will be either Theorists, Activists, Reflectors and Pragmatists And we ensure that our delivery styles accommodate this.

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Training Catalogue 2011

OUR ACCREDITED COURSES

Training in a BOX

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Training Catalogue 2011

LEADERSHIP Skills TRAINING Leadership Skills this course is accredited by ICM & ITOL 3 Day Training Course Description “The first responsibility of a leader is to define reality. The last is to say thank you. In between the two, the leader must become a servant and a debtor. That sums up the progress of an artful leader” Max DePree What does it take to become an effective leader?

Is leadership a natural talent or acquired skills?

Is management the same as leadership?

What are the differences between tactical and strategically planned leadership styles?

If you are looking for an answer to any of the above questions, then you are in the right place. This course offers effective skills and practical solutions for successful leadership. Detailed course materials, exercises and a comprehensive action plan at the end of the course will maximise your learning and allows you to take full advantage of these newly acquired skills once back at work.

This course also aims to help you in:

Inspiring your team Assessing the needs of stakeholders Spotting the trends quickly and effectively Influencing the key people Increasing team creativity Managing risks Exploiting opportunities Effective leaders have acquired a set of skills and developed behaviours that set them apart from others.

Successful leaders inspire and motivate people. They have the ability to create a vision and transfer it to those around them. They encourage hope, positivity, ambition and compassion. They are good communicators; know about planning and more importantly they can manage people. While all good managers are not leaders, all successful leaders certainly know how to manage people.

Good leaders have strong values, defined goals and clear plans to achieve those goals however they are pragmatic and embrace the change.

Their flexible approach allows them to change their strategy and even beliefs to deal with different situation and unexpected developments especially in times of crisis. They are good problem solvers and encourage creativity, confidence and determination in their staff to overcome setbacks and 10 © Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

problems. Although skills are an important part of making a strong leader, it is the behaviour that often marks a successful leader. Great leaders show integrity, enthusiasm, determination, confidence and wisdom. They understand people’s needs and group characteristics. They appreciate hard work and reward it accordingly.

By the end of this course you will be able to:

Lead your team and achieve results Understand the relationship between stakeholders, clients, team members and you Influence people in the right direction Communicate effectively with team members Coach and develop your team so that they operate at their peak Think strategically and align your team with company's mission

Achieve results through people The Philosophy Behind Leadership Skills Training Course We have been running this course for many years and it has been quite successful. We have implemented numerous changes and modification over the years based on the feedback we have received from our delegates. The training materials you receive are up-to-date based on the feedback we have collected.

The 3-days course is designed to prepare the delegates for a leading role. We usually get two kinds of delegates. Some have an office work, are quite busy and have managers that are quite busy as well and they are sent to a training session on leadership so they can take a leading role and offload some of the work their boss had to do. Others have found themselves in a leading role, and now want to master the art systematically so they can lead better.

The course is designed to accommodate both types by teaching them about people personalities, bad leadership habits, and correct mentality. It is well understood that being told what to do is not as effective as actually carrying it out. Hence, the course uses extensive exercises to engage the delegates and put them artificially in a similar situation at work. Their performance can be observed by the tutor in this controlled environment and scored and evaluated based on the instructions given.

The tutor can easily provide feedback and emphasise learning points and move on to the next topic.

This way, the delegates have a higher chance of learning and remembering the concepts thought.

Our experience shows that delegates who went through this course were extremely positive about their experience and also thought the course was more like a coaching session were their needs were specifically addressed and they received a tailored training session. Indeed this is the direct result of the design of the course which is based on Accelerated Learning and Modern Coaching Skills.

Comprehensive instructions are given for tutors so they can walk through this course to get similar results.

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Training Catalogue 2011

PROJECT MANAGEMENT Project Management this course is accredited by ITOL 2 Day Training Course Description “Be prepared, luck is where preparation meets opportunity.”

Randy Pausch Many companies are realizing that the traditional project management principles are no longer applicable in today’s extremely dynamic and demanding environment. A fixed approach of planning is no longer a good method since it is very difficult to anticipate everything in advance and respond to it in the plan. Instead, more agile planning methods are required to accommodate for changing markets, technology and resources over the course of a typical project.

As a result, new project managers must be systematically thought on best practices and established management techniques. In this course, you will understand the role of project manager as a broker of information. The emphasis here is on the day-to-day running of a project as opposed to leading a team using emotional skills. You will learn how to manage time, resources, cost, risk and quality using a variety of practical hands-on exercises. This course includes the following topics: Mission

Differences between a project and your daily tasks?

Project Management versus Team Leading Setting up project objectives and constraints Identifying scope and ultimate goals Stakeholders and clients roles in project objectives

Project Planning

Project life cycles & planning models Introduction to planning tools Work breakdown structures Deliverables Estimating time and cost Resource allocation and management Setting up Gantt charts Precedence networks Risk management Creating contingency plans Effective documentation system 12

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Training Catalogue 2011

Project Progress Monitoring

How to monitor performance and measure progress against objectives How to keep track of new issues as they are discovered and eliminating them Effective decision making Quality control procedures

Handling Clients and Stakeholders

Effective communications Influencing key people Keep your clients updated Manage requests for change

Handling Team Members

How to give effective feedback How to have a productive meeting How to maintain rapport with team members How to motivate the team and keep them committed to the project’s mission How to boost creativity

Meaningful Meetings

How to manage a meeting to get everyone’s input How to capture what is discussed Effective brainstorming Meeting frequency

Project Close

Stakeholder Acceptance Final documentation before closing down Marketing

Audience: Anyone new to project management who wants an effective introduction to its basic principles.

Prerequisites: None Course Duration: 2 Days Course Level: Beginners & Intermediate We can use the Project Management course in combination with Leadership Skills and Team Building for a package on 5-day team management course.

By the end of this course you will be able to:

Manage resources of your project Monitor the progress of your project against targets 13

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Use Work Break Down Structures (WBS) to plan a project efficiently Handle team members and motivate your team Boost creativity systematically Manage efficient meetings to increase efficiency Maintain rapport

Manage change to project requirements The Philosophy Behind Project Management Training Course The best way to know what to teach in a project management course is to have some previous experience of dealing with both small and large scale projects. At Synergy International, we continuously deal with projects and we know what it takes to quickly release products and meet deadlines. Our motivation in designing this course was to put together the most critical tricks of the trade in a training package so Project Management trainers can quickly pass on the skills to people who need them.

In our experience, there are usually three kinds of delegates: 1. One type consists of people who are good at what they do. Their potentials have been discovered by their superiors and they are encouraged to move up the chain. They might be sent to a course as a reward or as a preparation for their managerial role. They may not know a lot about project management, but they could be very good in their respective fields.

2. Another type of delegates attend project management course because they have always learned everything on the job and didn’t have any formal training. They are usually quite energetic, are good problem solvers and keen to know everything. Unfortunately, they might have developed bad habits already which must be addressed.

3. A third type comes to the course on their own initiative to learn more. They have already managed projects, know a thing or two about Gantt charts, budgets, work packages and so on but may not be familiar with more elaborate topics such as critical path analysis and risk management. They may also need help in fields such as meeting management especially in dealing with strong characters.

When designing the Project Management course, we considered all of the above types of people and sequenced the content in such way that all of them could benefit from the course. One of the keys in achieving this objective is exercises. Case studies on all levels can keep everyone challenged at the right level while creating an environment where more experienced delegates can pass on their expertise to those who are less experienced. This provides an ideal environment for you as a trainer where delegates are encouraged to do most of the teaching and learning under your careful observation and guidance.

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Training Catalogue 2011

Communication Skills this course is accredited by ICM & ITOL 2 Day Training Course Description “The single biggest problem in communication is the illusion that it has taken place.”

George Bernard Shaw As social entities, we spend a lot of time and effort in communication with others. Mastering the art of communication increases our chances of success in both professional and personal lives. Any performance improvement here will directly lead to benefits for your team, your job and your personal life. Communication skills can be learned and mastered through persistent practice.

The Communication Skills Training Materials offered by Synergy International focuses on core concepts vital to successful communication such as Styles of Communication, Effective Listening and Questioning Skills, Assertiveness, Empathy and more. To master communication skills, extensive interactive and hands-on exercises are provided during the training course which encourage learning and increase the delegates' confidence.

This course has been designed to accommodate two types of delegates with different communication needs; one group are co-workers who already know each other and want to improve their intercommunication skills and the other group are those delegates who don’t know each other or have not worked in the same team before. This group could include anyone from newly employed floor worker to managers, executives and team leaders. The course contains various optional content that you can use to tailor the course based on your delegates' needs.

In this highly practical course delegates will learn: Communications Styles

What is an ideal communication?

What are different styles of communication?

What are the 4 orientations in communication and how does each person’s style impact their communication with you?

Interacting with People

What does it mean to be assertive and how can you achieve it?

How to provide feedback to others so they take your word seriously?

How can you avoid appearing aggressive?

How to use systematic methods to evaluate what you know about yourself and what you know about others?

How to learn which areas you need to work on to improve yourself based on other people’s impression of you?

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Questioning Techniques

How to ask the right questions at the right time?

How to get what you want and stay friends?

How to address uncomfortable issues and prepare others to open up to you?

What are the differences between open and closed questions and how can you take advantage of each?

How to seamlessly guide a conversation towards the direction of your choice?

Misunderstanding

What causes misunderstanding?

How can you minimise misunderstanding?

How can stereotyping affect your communication?

How to use active listening to gain rapport and commitment?

When should you use first person sentences when communicating with others and when should you use second person?

Empathy & Emotional Intelligence

What is the effect of empathy on communication?

How to use a simple empathic technique to construct sentences based on what you hear from others and make an empathic communication?

Telephone Skills

How to handle phone conversations?

How to put people on hold?

How to transfer a phone call to someone else?

How to end a phone call?

Body Language

How can you read people through their body language and understand their motives better?

What gestures should you be aware of?

What are the differences between open and closed body gestures and how do they impact your communication with others?

How to spot lies?

How to control your voice to get maximum effect?

Audience: Anyone Prerequisites: None Course Duration: 2 Days Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Use different communication styles when needed based on circumstances 16

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Express your ideas assertively, confidently and precisely Ask the right questions for the right reasons Discover what you know about yourself and how others think of you Avoid misunderstandings and overcome communication barriers Empathize to establish trust and communicate effectively Deliver your potentially negative message and get a good response

Read and interpret body language and gestures while communicating with others The Philosophy Behind Communication Skills Training Course A communication is successful when a message has been send and received without much distortion.

Messages conveyed badly by the sender or misinterpreted by the receiver prevent ideas and thoughts to be expressed correctly and causes much confusion and misunderstandings.

The aim of this course is to minimise such distortions. By focusing on subjects such as body language, listening techniques, effective questioning, self exploration and empathy delegates gain a better understanding of the role played by each one of such concepts in making or breaking communication.

In addition to embracing principles of successful communication, this course contains a variety of effective exercises and group activities which have been proven to encourage learning ability and help increase information retention.

Team Building this course is accredited by ICM & ITOL 2 Day Training Course Description “A group becomes a team when each member is sure enough of himself and his contribution to praise the skill of the others.”

Norman S. Hidle Great products and services are made and delivered by great teams.

Working in a successful and happy team is extremely satisfying. The cooperative atmosphere, the ease of achieving big results and the sense of significance of belonging to a successful team is very appealing. Working as part of such optimal teams is the dream of any individual and organisation.

This course focuses on transforming a group of people to a team of 17 © Synergy International A Registered International Company in the UK Registration No 7052579

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motivated individuals who work smoothly towards a common goal. Delegates are introduced to the concept of Team Roles and explore different ways of recognising and establishing their roles within the team. This knowledge enables team workers to manage their roles and responsibilities in the team and avoid gaps or overlaps in roles.

This course accommodates two needs: 1. Your first option is to teach a series of theoretical learning points about an ideal team followed by exercises.

2. Your second option is to get a number of people participate in a series of exercises so that they accumulate a shared experience and end up feeling more as a team.

With the content provided in this course, as explained below, you can achieve both options. The first model is ideal for members of a team who have worked with each other in the past and now want to streamline their communication and eliminate bad habits that might have developed. The second option is more ideal for a newly assembled team.

In this course delegates will learn: Ideal Teams

What are the advantages of working in a team and why should you care?

What are the three core management responsibilities and what does this mean for team members?

What three elements should be addressed to avoid ending up with a dysfunctional team?

Team Life Cycle

How teams progress over time?

How quickly can teams go from one stage to another towards the ideal team?

What are the ideal leadership styles for an ideal team?

Team Roles

What roles can each team member take and how does this affect the rest of the team?

What are the positive and negative qualities of these roles?

What are the examples of these roles?

What combinations of roles do you need to have in an ideal team?

Which types of people are ideal for which types of roles?

Network Effect

How to visualise a team’s communication channels?

How to identify isolated, overloaded, under-loaded, critical and other types of members?

What does this mean for a team?

What are structural components of a team and how do they contribute to a team’s success?

Emotional Intelligence

How does IQ compare with EQ in teams?

What is empathy?

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How to deliver an empathic communication?

How to give and receive feedback?

How to praise?

How to take advantage of non-verbal communications and body language?

Team Coaching

How to systematically manage teams based on their maturity?

How to encourage teams to solve problems collectively?

How to increase a team’s efficiency using peer-to-peer and management coaching?

What techniques to use to increase bonding, trust and professionalism in teams?

A team building course is about getting people to interact with each other. As a result the course is designed to teach the theory through practice. Every concept explained in the course is followed by a relevant exercise which a trainer can use to further emphasise a key point.

The course contains more than 20 practical exercises that a trainer can choose from to tailor the course based on the delegates’ needs. Delegates will have a chance to participate in exercises on subjects such as coaching, cooperation, problem solving, trust and emotional skills. The exercises include 12 optional activities which can be used to extend the course further or to focus on specific areas based on delegates’ needs. These exercises can be used to increase the bonding between team members through shared experience or collective problem solving. All exercises are exclusive to this course and each exercise has been designed specifically in line with a concept vital to the making of a successful team.

By the end of this course, delegates will learn how to communicate with each other to get better results, how to think beyond the little details and think of the main objective, how to support each other using emotional skills and coaching skills to provide feedback and increase trust and reliability throughout the team.

Audience: Anyone Prerequisites: None Course Duration: 2 day. The course contains an extra 12 exercises (in addition to dozens provided as part of the main course) that you can use to either extend the course to more than one day or to optimise it based on your needs.

Course Level: Beginners & Intermediate Update: Based on customer requests, the following is the list of exercises available in this course.

E49: How Was Your Team E50: Qualities of the Best Team E51: Analyse Your Team E52: Team Participation Skills E53: Team Coaching Questionnaire E54: Measure it on the ForceField Scale E55: Belbin Team Roles 19

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E56: How to Balance Your Team E57: Form a Continuum E16: Johari Window E58: More About Us E59: I Have the Best Staff E60: Please Cross the Line E61: High Stakes Bidding Contest H16: Coaching Form E69: Facial Expressions E62: Build The Highest Tower E63: Avoid the Lightening E64: Don’t Break the Egg E65: Stepping Stones on Lava E66: The Ultimate Team E67: Cooperative Piping E68: Turn the Sheet Over

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

Identify how teams progress overtime and how does this impact team members and the leaders’ leadership style Evaluate a team’s balance based on Team Roles and use systematic methods to enhance the efficiency of a team’s intercommunications Use empathic communication and increase your understanding of emotional skills Deliver constructive feedback and praise efficiently while paying attention to both verbal and non-verbal communication Discover what you know about yourself and how others think of you Coach systematically to help others achieve more and become their trusted team member.

The Philosophy Behind Team Building Training Course Despite the discovery of concepts such as Team Roles and Personality Types and their importance in constructing a successful team in the past century, we still come across many teams which are put together in an ad hoc way. It is possible and indeed common to see a group of individuals working together based on their expertise and previous experiences but without any considerations for their intercommunication skills, team working abilities, personality types or work ethics.

Each individual in such so called teams often have his own objectives to achieve regardless of the collective goal of the team. The aim of this course is to introduce concepts and methods necessary for forming a successful and harmonious team in which team members enjoy their work and strive towards accomplishing a common goal.

Team building courses can be delivered in different ways and focus on a variety of concepts all significant in improving and maximising team efficiency. Some trainers focus more on core principles behind successful teams, emphasising on common goals and objectives while others insist on interpersonal relationships between team mates, communication skills and team bonding activities.

This course has been designed with all the above principles and methods in mind. We have attempted to satisfy all these needs by presenting a course which touches on all core values behind successful teams while including a vast number of interactive and entertaining exercises.

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Motivation Skills this course is accredited by ICM & ITOL 1 Day Training Course Description “Not all dreamers achieve, but all achievers dream.”

What is our life all about? What is it that we ultimately try to achieve? Our mission statement defines who we are and what we want to do in life to feel fulfilled and happy. Knowing your mission statement deserves a fair amount of time since it will lead to a lot of benefit. Research shows that most people don’t have stated missions, let alone written goals.

However, in order to know your mission and what you want to do in life, you need to be able to 21 © Synergy International A Registered International Company in the UK Registration No 7052579

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creatively think about it so you can come up with new ideas. Once you have decided what you want to do, you may need to take steps to persuade others to follow suit or ask them to help you out in your mission.

The purpose of this course is to combine these three related fields, motivation, persuasion and creativity and prepare you for your life’s journey to achieve what you set about to do.

If you have staff that you suspect are bored or don’t quite know what they want in life, this course can greatly help them to systematically analyse their life and feel excited about it which will increase their throughput.

Motivated employees are known to be more focused and productive. This course aims to increase the productivity of individuals by teaching them a number of tools that they can easily use during the course or even after the course to understand themselves better.

Notice that unlike many other courses that focus on preaching, emotional bonding and group hugging, this course teaches a set of step-by-step guides and provides tools that delegates can use to increase their knowledge about themselves and others systematically.

The tools on creativity help delegates to come up with many new ideas quickly and effortlessly. In our experience, this technique has proven to be much more effective than delivering a speech and then asking them to close their eyes and think of what they want to do in life. Accelerated learning, interactive exercises and upbeat atmosphere helps the delegates to quickly explore many areas and feel the energy of achieving something new.

The course contains a variety of related topics that further help the delegates. Delegates will get to practice brainstorming with other group members and understand how new techniques can empower team members to work cooperatively & creatively together. In addition, delegates will learn a number of techniques to become more productive and learn how to avoid procrastination.

Another important topic covered in this course is how to persuade which is an essential skill in today’s business world. With new psychological techniques delegates can start to get results immediately. For example, delegates can use novel methods such as NLP to improve their persuasiveness by using simple mind reprogramming techniques rather than following time consuming traditional methods. Delegates also explore principles of persuasion and explore what it takes to convince others of their ideas or products.

In this highly practical course delegates will learn: Goal Setting

How to setup your mission statement in 8 clear steps?

How to come up with new goals?

How to use your mission statement systematically to decide what you want to get from life professionally and personally?

What is the impact of goal-oriented thinking on your productivity and satisfaction?

How to identify your roles and balance your life based on them?

Motivation

What is the cycle of decision making and how can this help you to decide?

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How to avoid procrastination?

What are grand presuppositions and how can they help you to get more out of life?

How to increase your self-confidence and create a positive mental attitude?

Persuasion

How does persuasion work?

How people get motivated and how can you use this knowledge to persuade them?

How to structure your sentences to persuade others?

What are the most persuasive words to use in different contexts?

How to use positive psychological methods such as NLP to boost your confidence?

How to persuade others using the 7-step persuasion technique?

Creativity

What is creativity?

How to use a simple, yet powerful technique, to come up with many new ideas quickly?

What are creativity show stoppers and how to tackle them?

How to fully take advantage of your brain power to come up with new ideas even when you are not directly engaged in thinking about them?

Audience: Everyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Draw up your mission statement and know what you want in life Avoid putting aside a task and get it done, finally!

Use tools and methods to become more creative Maintain the correct mentality with long term strategic thinking when interacting with others Convince others of your ideas or products comfortably & systematically

The Philosophy Behind Motivation, & Creativity Training Course This course focuses on three important and related topics: Motivation: You must know what you want in life. Without having clear goals, there is no point in learning any new skills. Without goals you will be going nowhere or worst, you will be heading towards the wrong direction. A third of this course focuses on goal setting and goal finding.

Everyone knows that they need goals but a de-motivated person doesn’t know how to find it. This course is not about preaching the delegate on the merits of goal finding. Instead, it uses a completely indirect approach. It teaches them techniques that will enable them to learn more about life and their interests. The more they expand their thoughts, the higher the chances of finding that 23 Š Synergy International A Registered International Company in the UK Registration No 7052579

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they their ultimate goals.

This approach also makes it easy for you as a trainer to avoid giving lengthy speeches and instead focus on practical and easy to follow techniques that have proven quite effective for such applications.

Persuasion: Building on the goals, delegates focus on a few techniques to expand their abilities on influencing others. It covers certain NLP techniques as well as concepts such as confidence and relates back to motivation. Knowing how others are motivated greatly helps delegates to master the art of influence.

Creativity: The glue that combines these methods is creativity which allows delegates to think out of the box and find novel solutions to problems in a systematic fashion. Simple yet power guidelines and techniques help the delegates, especially those who don’t think of themselves as creative, to give it a try. The creativity techniques and methods discussed in this course will increase delegate’s confidence in their abilities as it will make them better at idea generation and problem solving.

Coaching Skills this course is accredited by ICM & ITOL 2 Day Training Course Description “There is no such thing as failure. There are only results.”

Anthony Robbins Coaching is increasingly becoming one of the most sought after and important skills for anyone in a work environment. It is a skill that no manager can live without. The days of direct commands from managers to their employees are long gone. The importance of inspiring and guiding employees to realise their abilities and discover their power and responsibilities can no longer be ignored. This is why any successful company is now deeply interested in formal and informal coaching carried out continuously in the workplace.

Coaching is not limited to managers and team leaders. Coaching skills are essential in helping and inspiring your colleagues, friends and family. This course focuses on the latest proven methods of coaching and covers important topics such as structuring effective communications, successful questioning methods and active listening techniques, the GROW model, human behaviour, motivational conversations, giving feedback or praise and many other relevant topics.

Coaching Skills course will introduce you to the mentality of successful coaches, the effective 24 © Synergy International A Registered International Company in the UK Registration No 7052579

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methods of managing resistive or defensive coachees, the ability to control your emotions and to use others in inspiring and directing them towards achieving their goals.

We have always been told what to do by our parents, teachers, boss or even our colleagues. Telling however, has proven ineffective when it comes to successful coaching. This course will teach you about sound and fundamentally proven coaching techniques which promise clear vision, measured objectives and great results for coachee.

We know the best way to learn is by examples and hands-on experience, therefore this course is packed with effective practical and interactive exercises which would help you to quickly grasp different aspects of a well-delivered coaching session. Many questioning examples, scenarios and case studies are also provided throughout the course.

In this highly practical course you will learn:

What is coaching all about?

What is the difference between coaching and other kinds of instructional methods?

How should you sequence your coaching? What should you talk about first and so on? What are the principles of coaching that you must adhere to?

How to assess the coachee and provide valuable guidance?

What is formal and informal coaching and how do they differ?

What are the best formal systems of coaching and how can you implement them at work?

How can you integrate your coaching with HR performance appraisals?

What is GROW model?

What kind of questions should you ask in each stage of the GROW model?

How to overcome internal barriers while coaching?

What is Inner Game?

How to encourage others by pressing the right buttons?

What types of questions can you ask and what are their pros and cons?

What are the main human needs? How to benefit from a variety of behavioural models to predict and motivate others?

How to raise the awareness of a coachee?

What kind of questions are ineffective in coaching and why?

How do humans learn and how can you use their natural learning habits while coaching to get maximum results?

How to overcome resistance to change or coaching?

How can you use coaching in line with your management responsibilities?

What results do you obtain from asking each type of question and how can you use this knowledge to coach?

How to give effective feedback?

Audience: Anyone Prerequisites: None Course Duration: 1 or 2 days. The course contains a lot of content for just a single day and there are many practical exercises that can easily be extended to cover more than one day.

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

Employ coaching principles in your environment and maximize others’ efficiency Use the GROW model to coach, question and guide a coachee Ask questions to maximise the efficiency of the coaching session, raise awareness and open up new possibilities Influence others through understanding basic human needs

Provide effective feedback to coachees and overcome any potential resistance The Philosophy Behind Coaching Skill Training Course Coaching is a hands-on experience and the best way to master this skill is through practice. This course covers many theoretical aspects of coaching, though each theoretical part is systematically complemented with appropriate exercises and case studies so that the delegates can see for themselves what they are supposed to do when coaching.

Coaching skills is not only limited to managers, it is a skill applicable to everyone in any setting.

These skills can be used to connect with others and to inspire, motivate and Guide them in overcoming their problems and getting results. This course allows you to understand more about human psychology and learn how to ask the right questions and correctly share your opinion with others.

Since coaching involves guiding others, this course also includes comprehensive materials on human motivation and learning principles so that the learner can become familiar with the full range of topics necessary when dealing with others.

Contrary to people’s belief, a coach doesn’t have to know everything about a topic to be able to help.

You don’t have to be the best tennis player in the world to be able to coach a tennis player. This also applies to the business environment. This course shows the delegates that, indeed, by asking the right questions, they can be an effective coach without the need to know more about the domain than the coachee does.

Using a range of practical exercises, delegates get to practice their coaching skills on each other and also work through exercises designed to increase their retention rate and help them memorise various techniques thought in the course.

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Creativity and Innovation this course is accredited by ICM & ITOL. 2 Day Training Course Description “Imagination is more important than knowledge. For while knowledge defines all we currently know and understand, imagination points to all we might yet discover and create.”

Albert Einstein The recent significant progress in technology has increased our communication and reach and this has made the environment highly competitive. To survive in this competitive market, people need to do everything they can to stand out and win or risk falling to the bottom. It is now clear that those who innovate and use creativity in their roles in just about any job stand to succeed while those who don’t use all the resources at their disposal may be overrun by others.

Creativity is not something people are born with; it is a skill. Like any other skill it can be mastered and channelled towards specific goals with incredible results. This one-day course attempts to teach people how to be creative using specific set of tools and techniques. Significant research and studies have proven that such techniques will increase individual’s creativity.

Innovative organisations don’t rely on geniuses to create the next best product or service. Instead, they work hard to create an innovation-friendly environment that energises the staff and helps to bring the best out of everyone.

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increase their creativity. The workbook and the trainer notes contain everything a trainer needs to teach delegates about creativity. You can’t learn creativity unless you practice it. Extensive exercises with detailed instructions allow the tutor to guide and monitor the delegates in exercises based on the techniques discussed in the course. Optional exercises are also provided to train those delegates working within a team on creative brainstorming and problem solving. .

In this highly practical course delegates will learn: Introduction to Creativity

How can you be innovative?

What is the relationship between creativity and intelligence?

What are the tenets of creativity?

How to put yourself in a position where you can benefit most from the unexpected?

How to be aware of issues on predicting the future based on the past and how does this relate to creativity and innovation?

Principles of Creativity

Why do you need to separate idea generation from evaluation and what does it mean in practice?

How to create as many ideas as possible in the shortest amount of time?

What is Confirmation Bias and how does it relate to creativity?

How to identify and avoid bad habits to increase the likelihood of coming up with novel ideas?

How to expand the search space of possibilities systematically without getting drowned?

How to avoid patterned thinking?

How to avoid negative thinking?

Process of Creativity

What are the 4 stages of creativity and how can they help you to come up with novel ideas quicker?

What is Expanding Problems Technique?

How to manage risk?

What kind of attitudes can kill creativity and how to avoid them?

Creativity Techniques

How to think in groups to use everyone’s inputs efficiently?

How to take advantage of random?

How to use opposites to create a large number of associations and produce new concepts?

How to take advantage of the immense visualisation power of the brain and create many associations systematically and with ease?

How to combine the power of matrices, opposites, tree diagrams, related keywords, etc. to systematically search the space of possibilities and generate new thought?

How to ask questions from yourself or from others to increase the chances of coming up with better solutions?

How to encourage others to look beyond the status quo using a systematic tool?

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How to use provocation and challenge to generate new ideas?

Audience: Anyone Prerequisites: None Course Duration: 1 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Identify principles of creativity, innovation and serendipity to increase your productivity and imagination Mind Map to increase your creativity, memory and knowledge capturing productivity Approach creativity in a step-by step process and use proven practices to increase your inventiveness Use several techniques to quickly create a large number of options and alternative solutions to your problem using a systematic approach Use lateral thinking techniques and indirect approaches to increase your creativity Find the root cause of problems efficiently using a systematic approach Use the Six Thinking Hats technique to increase the efficiency of brainstorming sessions of any kind

The Philosophy Behind Creativity and Innovation Training Course This course contains several popular creativity techniques that have passed the test of time and are truly effective. We use these techniques extensively ourselves and we like to preach what we practice. Our experience shows that a large number of people believe that creativity is something you are born with. This group of people therefore think that they don’t have the talent or the potential necessary for creative roles.

The good news is that you don’t have to be an artist to be creative. Just learning this point is enough to catapult an individual forward to achieve a lot more than they ever did by starting to use everything their brains offer.

Lack of awareness and training about creativity tools and techniques means significant loss of resources for many organisations. Steps can be taken to unlock employee’s creative powers through effective creativity training which explains the concept of creativity and innovation and changes individuals’ perception about these topics. As a result of this observation, this course is specially designed to help people become significantly more creative by following systematic step-by-step techniques that are easy to understand and execute. In other words, the techniques help delegates to forget their perceived weakness in creative tasks and instead focus on following a structured process.

The result is that magical creativity is achieved through as specific process and not through a person’s genius capability which might be perceived as non-existent. These techniques increase the delegate’s confidence and they in turn become better at traditional creative tasks. The more confident they feel, the easier it is to free themselves from erroneous perceptions.

This course contains a variety of techniques to accommodate all tastes and addresses many angles.

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If used correctly (and passionately), even a single technique is enough to achieve creativity.

Negotiation Skills this course is accredited by ICM & ITOL. 2 Day Training Course Description “Negotiation in the classic diplomatic sense assumes parties are more anxious to agree than to disagree” Dean Acheson Negotiation is a skill that we use almost every day. However, negotiation is also one of those skills that everyone learns on the job. From early age, kids learn how to negotiate with their parents over what they want and enhance this skill as they learn from their success. However, as we grow we seem to lose that skill and become less successful in getting exactly what we want. Somehow our perspective changes and we develop bad habits. Unfortunately, most people are not trained systematically on negotiations even though this skill can be quite beneficial to them in both their personal and professional lives.

This course covers a wide range of topics such as negotiation strategy, game theory, psychological tactics, human emotional states, bargaining and so on which prepares delegates for a variety of situations that require negotiation. Case studies and scenarios such as business to business negotiations, sales scenarios and product presentations are provided along with slides, animations and illustrations that better help to show how bargaining tactics are played out. Real world negotiation examples are examined in detail and delegates are then asked to participate in similar setups to use the negotiation principles discussed in the course. Comprehensive step-by-step instructions are provided for trainers to help delegates understand the core principles of negotiation and monitor their progress through practical’s The course also contains a number of optional exercises which along with the broad content provided makes it easy to extend the course to 1.5 days if necessary. Instructions on this are provided in the guidelines for trainers included in the pack to pace the course correctly.

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In this highly practical course delegates will learn: Introduction to Negotiation

Why do you need to negotiate?

What types of negotiations exist?

What are the characteristics of a confident negotiator?

How to handle conflicts in negotiations?

What steps do you need to go through when negotiating?

What is the difference between negotiation and persuasion?

Negotiation Strategy

What outcome should you aim for?

How to perform Outcome Analysis?

What is the best negotiation strategy?

Should you bargain over positions explicitly?

What is principled negotiation?

What strategies can you use to take the upper hand in negotiations?

What can you do to move the negotiation forward when you think it is getting stuck?

How to Negotiate

What is the 8-Step negotiation preparation guide?

How to discuss negotiation variables?

How to set your selling or buying limits systematically?

How to manage your Settlement Range?

How to manage concessions when you give them or receive them?

How to break deadlocks?

How to settle a negotiation to get what you asked for?

How to close a negotiation?

Emotions in Negotiations

How to handle negotiations emotionally?

How to bargain effectively?

How to take advantage of human emotional reaction and use that to your benefit?

How to take advantage of body language?

How to express your disagreement while maintaining the relationship?

Handling Psychological Tactics in Negotiations

What are psychological tactics used in negotiations and how to respond to them?

How to handle an angry negotiator?

How to respond to shock tactics?

How to big up your side of the negotiation and bring down theirs?

How to handle their lack of authority to proceed?

How to respond when you are given only one choice?

How to handle a demanding negotiator?

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Prerequisites: None Course Duration: 2 days. The course contains a lot of content and many practical exercises that can easily be extended to cover more than one day.

Course Level: Beginners & Intermediate.

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

Understand the underlying principles of negotiation and learn what you can do to get the best outcome Use a negotiation strategy that moves you closer to a win/win outcome Prepare for negotiation by following a step-by-step approach and set your critical limits Use a set of psychological tactics to explore the other side’s motives and learn how to respond to tactics used by them Derive specific values based on your negotiation variables and use them to bargain systematically over your settlement range Finalise the outcome of your negotiation to get exactly what you have asked for.

The Philosophy Behind Negotiation Skills Training Course We constantly research a variety of fields such as psychology, game theory, body language, influence and real-life negotiations to enhance this course Negotiation is a practical skill and as a result the best way to learn it is by practicing it. This course was designed from the outset to support hands-on training of this vital skill to maximise knowledge transfer and increase the retention rate of delegates so the skill is used correctly long after the course is delivered.

At Synergy International, we believe that one of the best ways to learn is by going through examples.

Important negotiation principles in this course are always accompanied by examples as this makes it easier for delegates to understand the topic rather than just to be given a number of guidelines to read.

Examples followed by exercises greatly help the delegates to immediately put what they learned into practice and test it out for themselves. This process helps delegates to memorise the process faster while it allows the trainer to easily teach the topic, monitor the delegates’ progress and provide feedback based on their specific performance. Since the skills are transferred through easy-to-follow logical step-by step guides, it is easy for the trainers to teach the topic and the delegates to learn them. This approach makes this course highly effective in teaching negotiation skills while also makes it easy for trainers to prepare themselves to deliver it.

We constantly re-examine the course based on feedback received from delegates and trainers to further streamline the process and increase the efficiency of the course.

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Presentation skills Presentation Skills this course is accredited by ICM & ITOL. 2 Day Training Course Description "There are always three speeches, for every one you actually gave. The one you practiced, the one you gave, and the one you wish you gave."

Dale Carnegie We all want to give interesting, effective and memorable presentations. Your main objective as a presenter is to deliver a message. Your presentation is your pitch. To deliver that pitch perfectly, you need to borrow from a variety of fields; psychology, art & design, IT, politics and of course your own domain which is the subject of the presentation.

To deliver a great presentation you must use all of these domains, which means you must master the following:

Understand the psychology of your audience and prepare your message accordingly to appeal to their emotions and get maximum results.

Create a “wow” factor by using the latest IT tools and technology to put your ideas together and organise your content.

Appeal to the artistic side of your audience and design your presentation to look professional.

Deliver with confidence to show that you understand your own content and appear convincing.

Leave a long lasting positive effect on your audience so that they would never forget your message.

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This course covers all of the above areas by using a variety of interactive and practical exercises which prepare the delegates for their ultimate presentation.

This course explores the latest methodologies used in delivering presentations. In our experience, there are two types of delegates:

Inexperienced or new. This course teaches the delegates how to gather their content, how to make their slides (if any is needed), how to deliver and how to make their message stand out from others.

With experience. Experienced presenters suffer from bad habits accumulated over time and also lack of knowledge of new tools and techniques since they picked up the knowledge years ago. This course helps these delegates to master the skill through many hands on exercises so they can leverage their current experience to polish their presentations and deliver as good as they are capable of.

The course focuses on the latest practices in presentation skills especially in business and academic environments. Much has changed in recent years and the ever increasing range of presentation tools and their respective feature-set has allowed many presenters to fall to the trap of feature overuse. To address these issues, the course covers a set of best design practices so delegates know what to avoid during the preparation and delivery of their presentations.

It is established that the best way to learn is by example. Many visual examples of good and bad content are provided which help the delegates to quickly understand what works and what doesn’t.

Schedule The course contains a pre-course assignment where delegates need to prepare a presentation.

During the course, they will learn how to improve their presentation and at the end, they will deliver this presentation once more to be evaluated based on a set of performance criteria. Instructions and forms are provided in the package. There is enough content in this course to run it over two days and you may need to do this if you have many delegates to teach. In this case, delegates can practice their presentation at home after learning a number of key topics during the first day and proceed to present their updated version during the second day for evaluation and feedback.

In this highly practical course delegates will learn: Presentation Types

What are the implications of the size of the audience?

How to approach the design of a presentation and learn which areas you need to focus on most?

What types of presentations exist and what are the differences between them?

How different types of audiences dictate different kinds of presentations?

Approach

What techniques can you use to engage the audience such as laughter, story-telling, etc.?

What can you do to make your presentation viral so that your audience will spread your message through word of mouth?

How to make an engaging story that your audience will remember?

How to have an impact?

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How to start your presentation to fully engage your audience?

Preparation

What steps do you need to take to prepare a presentation from a blank sheet all the way to a comprehensive presentation?

How to use interactive content to engage the crowd?

What types of content you need to produce?

What questions do you need to ask yourself?

Structure

How to use a minimal slide design to get maximum effect?

How to do storyboarding?

How to structure the slides to get maximum effect?

What to avoid when designing your slides?

Why certain popular features of common presentation software packages such as Power Point are not useful and what can you do about them?

How to avoid “Death by Power Point”?

How to place various components such as text, images and headings on your slides for maximum clarity and impact?

Delivery

How to deliver a presentation with reduced anxiety?

How to have the correct body language so you come across as a ‘great’ presenter?

How to become a communicator rather than act only as a presenter?

How not to bore the crowd?

How to handle questions?

Environment

How to take advantage of the environment?

What not to do during presentations which may undermine you or your message?

Audience: Anyone Prerequisites: None Course Duration: 1 or 2 days. The course contains a lot of content and many practical exercises that can easily be extended to cover more than one day.

Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Identify the fundamental parameters of a good presentation Engage your audience and get their fullest attention Prepare your story, understand what you want to show and record it Design high-impact slides that deliver your message efficiently Deliver your presentation with confidence and leave a positive and memorable experience 35

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for the audience Control your environment to have the highest impact

The Philosophy Behind Presentation Skill Training Course Presenting is all about having an impact. You want everyone to understand your message and get it to stick. This course addresses these concepts using the latest trends in presentation design and delivery.

After all, a presenter wants to make a viral message so that everyone will end up talking about. As a trainer, you can use the same techniques to make sure your delegates will learn the core message.

The best way to learn is usually by example. This course uses many examples to teach the delegates what’s good and what’s bad, and more importantly it tells them why. When we are confronted with a blank sheet, which a presentation is really like one, we have infinite number of choices. This is probably why it is easier to make a bad presentation than a good one. With all the choices, tools, resources and data available these days, it is natural for delegates to cram all the information into the slides and hope for the best.

This course teaches them how not to overwhelm their audience. The slides used in the training course also try to set an example (where possible) so that the delegates can see for themselves how this will all play out in the real world.

There are also many practical activities helping the delegates to try it out themselves. If the delegates have access to computers during the course, they can use instructions and example exercises provided to try it out themselves. On the other hand, if delegates don’t have access to computers, there are other types of exercise included to help them understand the concept in another way.

The aim is to get the delegate to practice and make mistakes in a controlled environment, so they can see where they need to improve themselves.

Many issues such as fear of public speaking, anxiety, body language, tone of voice and even attitude are explored and issues are addressed using a number of targeted mini-exercises.

In short, the course is designed to raise the standards of delegates’ presentation skills quickly, efficiently and maximally so that when they deliver the next time, their audience will be in awe or them.

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emotional intelligence Emotional Intelligence this course is accredited by ICM & ITOL 3 Day Training Course Description “Be not disturbed at being misunderstood; be disturbed rather at not being understanding.”

Chinese Proverb Much has been discovered in the past 30 years on Emotional Intelligence and countless studies show its incredible role in an individual’s success. It has been shown that, Emotional Intelligence or EI, can be even more critical than the power of the cognitive brain usually measured with IQ. In others words, if you want to succeed, you would be much better off working on your soft skills, empathy, communication skills, understanding others and so on than to become better only at a specific technical skill.

Consider the following selection of quotes and studies: “Comparing the three domains, I found that for jobs of all kinds, emotional competencies were twice as prevalent among distinguishing competencies as were technical skills and purely cognitive abilities combined. In general the higher a position in an organization, the more EI mattered: for individuals in leadership positions, 85 percent of their competencies were in the EI domain.”, Daniel Goleman Sales people hired based on emotional skills for a furniture retailer had half drop-out rates in comparison with those who were hired with the old company hiring process (Hay/McBer Research and Innovation Group, 1997).

Software developers are generally highly competent on the IQ part which is perhaps why they can benefit greatly from EI training. Software developers who received EI or were good at emotional skills could develop software three times faster than others.

A number of sales agents at L’Oreal were selected based on certain emotional competencies. They performed significantly better than salespeople who were chosen based on the company’s old selection procedure.

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Some people have read the classic books on EI and think the concept is great, but still wonder what it really means in practice for them. A trainer may think, this is great stuff, but how am I supposed to teach it. The Emotional Intelligence course presented here aims to satisfy both sets of needs.

The best way to learn Emotional Intelligence is through group interactions and in a controlled environment such as a training course. This course is designed to cover critical competencies within EI and train the delegates to become much more skilled in EI. Questionnaires, individual exercises, group practicals and home exercises are provided to make sure the delegates get an all around training and can immediately benefit from the skills.

You, your staff and your team mates can hugely benefit from the information, methods and skills provided in this course. The EI course can pay huge dividends later on especially in situations where your team is under stress due to deadlines, demanding clients or intense and unproductive meetings.

Understanding EI and mastering the skills involving emotional intelligence will greatly help you and your team in difficult situations.

If you are a trainer, the content is all you need to run a one-day course on EI. Comprehensive workbook and trainer notes allow you to fully understand the course and quickly prepare yourself for delivery. Course guidelines and reading references provide further guidance for the interested trainer who wants to master the subject before running the course. The EI training course material is fully editable and you can easily customise the course to suite your own training needs and time available.

In this highly practical course delegates will learn: Introduction to EI

What is EI? What constitutes the EI framework?

What are EI competencies?

Self-Awareness

What is emotion?

Why are we emotional?

How does “Emotional Hijacking� take place?

How does the brain process emotions?

How does the brain perceive the world?

Self-Management

How to take advantage of the power of optimism?

How to manage your anger effectively?

How to control your worry?

Self-Motivation

How to motivate yourself?

How to avoid apathy?

How to be creative?

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How to have empathic communication with others?

What is the physiology of empathic communication?

Social Awareness

How to have effective group interactions?

How to listen positively?

What are the “Negative Listening Types”?

How to raise your social awareness through listening?

Relationship Management

What are the “Six Human Needs”?

How to recognise others’ needs and desires?

How to categorise people based on their needs to make useful conclusions on follow up actions?

Audience: Anyone Prerequisites: None Course Duration: 2 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Identify the main EI competencies and know how each area can contribute to your personality and interaction with others Recognise and understand your moods and emotions and their effect on others Manage and regulate your emotions to make sure they don’t disrupt your behaviour Control and guide your emotions so you can achieve more, boost yourself and vastly increase your productivity Establish rapport with others and improve the effectiveness of your communication Understand others’ feelings when interacting with them and become a trusted person in their network

Understand others needs systematically and respond accordingly to get maximum results in your interactions with them.

The Philosophy Behind Emotional Intelligence Training Course Emotional intelligence covers many areas, and many of the courses offered at Synergy International can help delegates to become more emotionally skilled. This course however focuses explicitly on the core competencies defined by the EI experts in various books, articles and research studies. This approach helps to structure the entire field of EI, so delegates can easily recognise the importance of each competency, their own strength and weaknesses in each area and the skills involved in mastering each section.

Due to the vast amount of information and studies available for Emotional Intelligence field, not everything can be covered in this one day course. The aim here is to show and define the main areas 39 © Synergy International A Registered International Company in the UK Registration No 7052579

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of EI and learn fundamental skills within each area through extensive repetition and practice so the skills can be put to use immediately after the course. Interested delegates can then take more specific courses, such as Anger Management, Coaching Skills and so on to master each competency.

Time MANAGEMENT TRAINING Time Management this course is accredited by ICM & ITOL 1 Day Training Course Description "I hear and I forget, I see and I remember, I do and I understand."

Old Aphorism Everyone needs to deal with incoming “stuff” on a daily basis, whether they are mails, emails, calls, information packs, messages, your own thoughts or even random events like the breakdown of your car. We need to deal with a collection of unrelated stuff at work and at home using only “one” mind. If you increase your efficiency in dealing with these, you stand to gain enormously.

Many systems exits and numerous productivity books and courses attempt to impose one system or other to their audience.

These systems prove to be effective at first, but seem to get forgotten over time and people fall back to their bad habits once more. Over time, as more systems are learned and tested, a sense of hopeless develops that no matter what time management system is used, the result is never good.

Our Approach At Synergy International, we deliver the Time Management course continuously and we have realised that imposing any particular system on delegates does not necessarily lead to increased productivity. As a result, we have tailored this course to make it as effective as possible not just in the short term, but also in the long term.

To achieve this, the course focuses on fundamental principles, guidelines, attitudes and organisation systems. Based on these principles and examples of such systems, delegates form their own system based on their own life style. In our experience, this has proven to be much more effective and even months after the course, our delegates report that they have become more productive as a result of this course. We are proud of this and continuously work to improve this course.

In this day-long highly practical course delegates will learn: 40 © Synergy International A Registered International Company in the UK Registration No 7052579

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Attitude Towards Time

How different people look at time and what are the implications of this?

What mental techniques can you use to increase your productivity?

What is the impact of perfectionism on your productivity and how can you manage it?

What techniques can you use to avoid procrastination?

How to take advantage of dead time?

How to free your mind from thinking continuously about critical tasks?

Planning

How to set goals systematically to maximise your productivity?

How to set your mission statement based on everything you do in life?

Which planning style is better?

How to brainstorm?

How to plan if you don’t like planning?

What is a bottom-up and top-down approach to productivity?

Organising

How to organise your physical and digital environments?

What reference system works best and what its critical qualities?

What tray system works best?

What calendar system works best?

How to take advantage of GTD principles (Getting Things Done) to organise your life?

How to set up and use your calendar using the latest methodologies such as GTD? How to prioritise your tasks based on urgency and importance?

Dealing with People

How to say “No” and be loved for it?

How to deal with interruptions politely and stay in control?

How to delegate to increase your productivity?

How to handle phone interruptions?

What kind of trays are better?

How many trays should you use?

What should you use trays for?

How should you label your trays or folders?

What filing system works best?

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What are the best categories or contexts to use when organising your tasks?

How to manage the physical versus digital world?

Find out more about all of these questions in this course.

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Intermediate By the end of this course, participants will be able to:

Control your thoughts with the right attitude so that you maximise your time efficiency Plan efficiently for your goals and your mission Organise your life efficiently and free your mind of little tasks Respond to an interruption confidently and get maximum results Say No and be lover for it!

Delegate tasks at the appropriate level and maximise your efficiency The secret to an effective time management course is to combine the founding theory of time and information management with learning tools, techniques and exercises which encourage participants into applying their newly acquired knowledge to settings and situations similar to those found in their everyday life.

Explore Bottom-Up and Top-Down approaches to time management and see why they are critical and complementary for anyone interested in increased efficiency.

Time management has proven to be an essential skill for success. It is therefore no wonder that time management courses are one of the most popular training programmes among aspiring businesses and high achieving individuals. Training materials in this course including slides, trainer manuals, work book and interactive exercises have been researched and designed seeking to address such demands from our clients. In particular careful attention has been paid to recent technological progress and use of ever more sophisticated time management software. Effectiveness of such technologies is explored in the course along with guidelines to use them correctly considering human psychological needs and limitations.

Here at Synergy International, we respect and value each trainer’s personal choice on highlighting 42 Š Synergy International A Registered International Company in the UK Registration No 7052579

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different aspects of Time Management and therefore as with all the other courses on offer from Synergy International, your trainers have unlimited rights to customise, edit or modify the contents.

The specific design on the course also enables trainers to use slides, hand outs and exercises in combinations with their own materials.

assertiveness skillS Assertiveness Skills this course is accredited by ICM & ITOL 1 Day Training Course Description “We are injured and hurt emotionally, not so much by other people or what they say and don't say, but by our own attitude and our own response.”

Maxwell Maltz Have you ever felt intimidated by others? How many times have you told yourself that you could have done better when handling a conversation only to repeat the same mistakes again? Do you like to stay out of conflicts and keep to yourself? Do people take advantage of you?

This course is for anyone whose answers to these questions are “yes”.

Delegates will learn how to boost their confidence and express themselves assertively. Handling other people, whether they are aggressive or passive, is something we all need to do no matter what we do in our jobs and doing it well consistently requires a skill. This course helps delegates to master this skill.

Assertive staff are extremely lucrative to companies because they can express themselves freely, get things done, don’t take no for an answer (which is useful when dealing with clients) while at the same time appear polite, professional and fair.

This course contains many practical, step-by step guidelines on how to approach others and construct sentences to get maximum results. Delegates will learn about the right attitudes, body language, styles of communication and psychology behind manners such as passive-aggressive behaviour. Delegates also learn how to stay in control and project that feeling into others as well.

The best approach to master assertive techniques is to go through case studies, participate in practical exercises and keep repeatedly performing the skill until it is completely memorised. This approach which is used in this course allows the delegates to learn the content fully during the course and leave the course knowing that they can confidently address real-world challenges as they appear.

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Ability to Extend the Course to 2 Days Optional content and exercises are provided which you can use to extend the course to more than 1 day. Guidelines on this extension are provided in the package. If you run the course for more than one day, an exercises included in the course allows you give homework to delegates which you can subsequently use the next day to see how well delegates have learned the skills discussed in the course.

In this highly practical course you will learn: What is Assertiveness?

How does assertiveness differ from aggressive or passive behaviour?

What are examples of assertive behaviour?

How to avoid appearing aggressive, when you want to be assertive?

What is passive-aggressive behaviour and how to deal with it?

How to Criticise?

What kinds of criticisms are good and what kinds are bad?

How different types of people react to criticism?

How to criticise and change someone’s behaviour?

How to receive criticism?

How to use a step-by-step approach to give constructive feedback?

How to Deal with Emotions?

How to appeal to emotions to get maximum effect?

How to present your view systematically and assertively?

How to take advantage of body language to say and get what you want?

How to distinguish between different behaviours using non-verbal communications?

How to Request?

How to ask for what you want?

How to construct your sentences to get your message across confidently?

How to use a number of advanced techniques to respond to someone when your request is not registered?

How to Praise?

What does praising do?

Why praising is difficult?

How to deliver your praise to get maximum results?

How to Disagree?

How to express your disagreement and stay friends?

What is the 6-step disagreement technique?

How to say No? 44

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Audience: Anyone Prerequisites: None Course Duration: 1 or 2 days. The course contains optional content and many practical exercises which you can use to easily extended the course to cover more than one day.

Course Level: Beginners & Intermediate

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

Distinguish between assertive, aggressive and passive behaviour Express yourself assertively using specific verbal and non-verbal techniques and get maximum results Request what you want assertively and get it Criticise and change behaviour while staying friends Use a simple technique to reinforce the behaviour of others Disagree with the other person in such a way that helps them understand your stance on the matter without taking it personally

Say No and be loved for it!

The Philosophy Behind Assertiveness Skills Training Course Knowing what to say and when is not a trivial task. We are engaged in different conversations everyday and use ever more sophisticated ways to communicate with our friends, family and colleagues. The more opportunity to communicate, the more we need to know how to effectively express ourselves and handle all sorts of communication challenges. For example, it is not always easy to assertively say no, but then if you know how to say it correctly it may not be that difficult. In fact it might be quite satisfying and rewarding.

The philosophy behind this course is to help the delegates to practice these daily encounters in a controlled environment using a variety of powerful exercises on assertiveness and communication skills that help the delegates put together effective words and mean what they have in mind to get results Many delegates may know what they ought to do, but when it comes to it, they may feel paralysed and helpless. This course will be incredibly useful for anyone who has ever wondered he or she could have done better in a previous conversation.

Packed with lots of group and individual exercises, the course aims to teach the skill by repetition form many points of views until the idea ‘sinks’ in. Delegates are not required to ‘memorise’ a set of procedures. Instead, exercises are designed to teach them the sequence until they absorb the material in their long term memory through repeated use. They will know how to express themselves assertively without becoming aggressive. This way the course feels less intense, more entertaining and of course more effective.

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Neuro linguistic programming

Neuro Linguistic Programming NLP this course is accredited by ICM & ITOL. 3 Day Training Course Description “If one person can do something, anyone can learn to do it.”

NLP Presupposition Neuro-linguistic Programming or NLP is a body of knowledge that explicitly deals with enhancing your mind. NLP examines patterns of behaviour and helps people increase their self-awareness.

Effectively, people can use NLP to reprogram their mind, change the patterns of their thoughts and emotional behaviours. NLP brings together three distinct areas of neuroscience, linguistics and behavioural patterns.

Much has been developed since 1970s and today NLP techniques and skills are used by many successful individuals and organizations, celebrities, athletes, politicians, CEOs and the like. NLP is essentially a number of techniques and mental exercises that can be easily applied to our mentality and behaviour. To master NLP, all you need to do is to understand and learn the skills and persistently apply them over and over again until you can use them unconsciously whenever the need arises.

This course is the first part of a series of NLP courses presented by Synergy International. In this introductory course, delegates learn about the history of NLP, what it is all about and how it can come to help them in various areas of their lives. The course is designed as an introduction to different NLP areas, aiming to familiarise the delegates with the founding principles of NLP. The comprehensive workbook designed for this course contains detailed NLP scripts which can be used during the course and also afterwards as a reference. The exercises are accompanied with detailed instructor guidelines on how to run them in an efficient way.

In this highly practical course you will learn: What is NLP? 46 © Synergy International A Registered International Company in the UK Registration No 7052579

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How can NLP help you?

How do you sense the world?

What is representational system?

How can you filter the data you receive from the world to get optimum results?

What is meta-programming?

How does the brain process information?

What are NLP presuppositions?

What do you Believe?

What are perspectives?

How to reprogram your mind to experience an event differently?

How to change your feelings about a bad experience in the past?

How to reframe your mind?

Positive versus negative mentality

What are NLP Techniques?

How to exploit classical conditioning to your benefit?

How to boost your confidence?

How to read others?

How to increase the efficiency of your memorisation?

How to read eye movements?

How to set goals?

How to Establish Rapport?

How to use fundamental NLP principles to establish rapport by using specific mind tricks?

How to be empathic?

How to increase your inter-personal communication skills?

How to Persuade?

How to use correct mentality to convince others?

How to use language patterns to understand others’ motivations and use effective keywords in convincing others of your cause?

How to Increase Your Confidence?

How to deal with your inner voice?

How to replace your mental criticism with positive, confidence boosting attitude?

How to use NLP to increase the efficiency of your learning?

Audience: Anyone Prerequisites: None Course Duration: 3 day Course Level: Beginners 47 Š Synergy International A Registered International Company in the UK Registration No 7052579

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

Use NLP perspectives to examine yourself and understand the underlying NLP principles Modify your internal representation of past events and convert them to positive experiences Use a number of NLP skills to reprogram yourself, increase your confidence, read others and memorise better Set your goals systematically and boost your confidence when dealing with future events using NLP programming Establish rapport using NLP techniques and use empathic communication to get the most from your encounters Persuade others using language patterns & NLP meta-programming Boost your confidence by reframing and applying NLP techniques on your inner voice.

This is the first part of a series of NLP courses provided by Synergy International. The aim of the series is to introduce delegates to key concepts and fundamentals of NLP, especially techniques useful in everyday interactions.

Even though most people might have heard about NLP through either media or other means, many are still unsure about its effect and influence on everyday life.

Apart from its important involvement in the fields of psychotherapy and treatments of phobias, NLP has proven extremely useful in increasing confidence and improving communication skills and daily personal or professional interactions. The focus of these courses is the latter.

In line with the focus of Synergy International on Soft Skills and Productivity, the NLP skills covered in these courses are handpicked carefully for common business and personal situations encountered by professionals. Personal and business examples are extensively used throughout the courses which set a useful context and help the delegates to better understand how NLP techniques work and what their effects are.

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body language part 1 Body Language Part 1 this course is accredited by ICM & ITOL 1 Day Training Course Description “The face is the mirror of the mind, and eyes without speaking confess the secrets of the heart.”

St. Jerome quotes Many studies show that we communicate mainly through body language, especially when we are in an emotional state. Since many of our achievements in life depend on how well we interact with others, it is quite critical to know how to communicate beyond words.

Knowledge of body language can greatly help individuals in many areas such as communication skills, leadership skills, customer services, sales skills and so on.

As a result, the course is structured in such a way to make at as easy as possible for a trainer to select content based on their needs and include it in their training courses, or alternatively deliver it as one single course The following describes the unique characteristics of this course: Full Day Course You can use the training materials provided to deliver a full day course on body language. The course contains many exercises and comes with trainer notes with instructions on how to run the course.

Visual Content Body language is highly visual and the best way to learn is by imitation, observing case studies and role-plays. As a result, this course is specifically designed to accommodate these special requirements in a novel way. The course contains a large number of gesture cards which are documented in the workbook and the slides.

Modular Design 49 © Synergy International A Registered International Company in the UK Registration No 7052579

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Body Language is all about reading gestures and body states. To teach them, you simply need to show a gesture as an image or show it in person, discuss it with delegates, get them to practice it and move on to the next gesture. As a result, this course is designed to be modular, so you can easily walk through these gestures as necessary. This way, you can easily use portions of it in any course you deliver as necessary.

Integration with Other Courses Since Body Language is applicable to just about everything, this modularity is indeed a necessity since you may want to address body language in a given course such as communication skills, anger management, etc., and may need to focus on specific related gestures which you can pull out from the set of gestures provided in this course.

High Resolution Graphics Each gesture is illustrated with elaborate diagrams showing exactly how the body language signal works in practice. The graphics presented here are specifically developed for this course. Each course contains in excess of 60 illustrations alone. The images are provided in high resolution so you can print them with high quality if necessary.

Each gesture is illustrated with elaborate diagrams showing exactly how the body language signal works in practice Royalty Free Images are provided royalty free. You can print them as many times as you like for your workbooks and distribute them to your delegates.

Extended Rights You can use the images outside a training environment to illustrate body language. These rights are in addition to what you are entitled to as shown in terms & conditions.

Exercises Exercises are provided to encourage learning and allow a trainer to test the delegates based on the content thought.

The Body Language training materials provided by Synergy International comes in two parts, one covering common gestures (Part 1) and the other covers more advanced gestures and their interpretation (Part 2).

In this highly practical course delegates will learn:

What is body language all about?

Universal gestures How to read body language?

How to avoid misinterpretation and deliberate faking?

Positive versus negative body language 50

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Confidence and frustration Eye contacts and eye cues Lies, dishonesty, doubts and thinking

Many elaborate topics are covered. Examples are:

What does it mean to show the thumbs?

What is the difference between showing the back of your hand or your palm?

How would you respond to a dominant handshake who wants to show he is in charge?

How would you know if someone is nervous even if they display gestures which are signs of confidence?

Where to look at in someone else’s face to appear trustworthy or to be taken seriously?

How to spot liars based on their gestures?

How to know what someone is going to decide on, before they state it?

How to know if someone is not convinced, despite showing that they are still thinking about your argument?

This course is continued with Body Language Part 2 which contains more advanced gestures provided in the same format.

Audience: Anyone Prerequisites: None Course Duration: 1 day. The course is highly modular and you can easily use portions of the course for your own specific needs or timing requirements.

Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Use the principles of body language to read clusters Distinguish between open and closed body positions and interpret them correctly within the context Spot lack of confidence in others through their body language and use this knowledge to enhance your own posture Read others through their eyes and make an impact on others by adopting specific eye expressions Spot lies and read evaluations gestures before final decisions are verbalised

The Philosophy Behind Body Language Training Course This course is designed from the outset to cover two needs. One is to provide a full day course on body language that covers various gestures and increases delegate’s awareness about non-verbal signals. The other need is that many soft skills courses require the inclusion of a session or chapter on body language since you can’t really talk about communication skills in general without covering this topic.

The course provided here satisfies both needs by offering a collection of gesture cards categorised into a number of sections. You can go through them as part of a one-day course or you can pick the gesture cards and use them in your other courses where you think it is more appropriate. For 51 © Synergy International A Registered International Company in the UK Registration No 7052579

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example, you can pick a number of gestures cards on greetings, impact and handshaking and include them in Client Management Skills or Interview Skills and so on.

body language part 2 Body Language Part 2 this course is accredited by ICM & ITOL Training Course Description “The body never lies.”

Martha Graham This course continues on the same format as Body Language Part 1. It covers more advanced collection of gestures and signals used in personal or professional life while interacting with others. As before, the course has a large number of gesture cards that describe each behaviour. Slides and workbooks contain various detailed explanations on these gestures, where they are used, what they mean and how to counteract them when necessary.

The modular nature of the course allows you to use the content easily in your own courses. The images and illustrations are designed with a uniform and consistent artistic style which can help you to polish your content and get the message across quickly and efficiently.

This course particularly focuses on handling power gestures especially those used by some people when intimidating others. These gestures may work on you unconsciously, which this course helps you to identify and learn how to counteract them. In addition, the course covers body language used when you are with a group of people and explains about power play, show of status and show of interest all delivered using only body language. The course also contains important advice on posture, hand gestures, the art of public speaking and presentation.

In this highly practical course delegates will learn:

Power, politics, domination and show of status Dealing with difficult people Meeting people in groups or in meeting rooms Presentations and public speaking

Many elaborate topics are covered. Examples are:

What are intimidation gestures?

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How to know if someone isn’t sure of what they are saying only based on their body language?

How to take advantage of the power of touch?

How to turn the table if you are consistently dominated?

How to show that you mean it?

How to appear serious and in charge?

How to know if someone will be argumentative just based on how they sit on a chair?

How personal zones affect our behaviour just about everywhere?

Why people in large cities appear cold?

How to join a group of strangers confidently?

How to sit in a meeting room to get best results?

How to engage the audience effectively using body language?

Audience: Anyone Prerequisites: Depending on your audience, you can also use this course or its content without relying on Body Language Part 1.

Course Duration: 1 day. The course is highly modular and you can easily use portions of the course for your own specific needs or timing requirements.

Course Level: Intermediate & Advanced By the end of this course the delegates will be able to:

Use the principles of body language to read clusters Detect power gestures indented to lower your status or intimidate you and respond accordingly Recognise and counteract intimidating gestures and behaviour Read and respond to groups of people and understand their underlying thoughts through their gestures and body language Use effective body language to increase the efficiency of your public speaking and show confidence

Similar to Body Language Part 1, this course is designed from the outset to cover two needs. One need to provide a full day course on body language that covers various postures which increase the delegate’s awareness of these non-verbal signals. The other need is that many soft skills courses require the inclusion of a session or chapter on body language since you can’t really talk about communication skills in general without covering this topic.

The course provided here satisfies both needs by offering a selection of gesture cards categorised into a number of collections. You can go through them as part of a one-day course or you can pick the gesture cards you are interested in and use them in your courses based on the topics you teach.

For example, you can pick a number of gestures cards on greetings, impact and handshaking and include them in Client Management Skills or Interview Skills and so on.

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decision making Decision Making this course is accredited by ICM & ITOL 1 day Training Course Description “Successful leaders have the courage to take action while others hesitate.”

John C. Maxwell We make decisions every day. These decisions come to define our life and some of them may have a profound effect on the journey we take. However, making decisions is not an easy task and sometimes you may find yourself pondering on alternative courses of actions for hours, days or even months.

The recent increase in the complexity of our lives, both personal and professional, has made decision making even more critical and time consuming. Fortunately, we have also progressed significantly on decision making tools and now have a comprehensive toolbox, established philosophies and guidelines to use which can make decision making process and problem solving easier than ever before.

This course teaches a series of proven techniques that simply help you to decide. Broadly the course can be divided into three sections: 1. What actions can you take and how to choose the best one?

2. Is the action you are about to take going to improve the situation?

How to make optimal decisions as a group?

For each part, a series of techniques are provided, each suitable for a different problem. Each technique is described briefly and is then followed by an example fully describing the technique.

Research shows, that delegates always learn better with an example and this course takes full advantage of this fact. Next, after each example, delegates participate in an exercise to learn that specific technique with a hands-on experience which helps them to understand and remember the 54 © Synergy International A Registered International Company in the UK Registration No 7052579

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technique even better.

A series of important philosophical principles are also presented in this course. These concepts help to raise the awareness of delegates on the impact of their decisions on others, how personal benefit may not always be to their best interest and so on.

In this highly practical course delegates will learn: What is Decision Making

What are the characteristics of a good and bad decision maker?

How much analysis do you need to do?

What is involved in decision making process?

How to Choose Actions

How to choose between a set of options where each has its own advantages and disadvantages?

How to make a quantifiable comparison between alternative options?

How to systematically compare related options?

How to systematically compare unrelated options?

How to Analyse the Impact of Your Actions

How to use a measure to compare pros and cons?

How to carry out a force field analysis?

How to compare the benefits versus the costs of taking different options?

How to systematically analyse a cascade of decisions where one leads to another?

How to visualise your decision making process?

What tools can you use to increase your creativity when making decisions so you can come up with more options?

How to Decide in Groups

What are the implications of deciding in groups?

Why thinking in groups can sometimes be so frustrating?

What can you do to increase the efficiency of your meetings?

How to prevent dominant people from take over the meeting or the decision making process?

How to encourage newcomers or those who are shy to present their views without fear of criticism?

What tools can you use to streamline the process of group decision making?

How to avoid groupthink, where participants are so eager to reach a decision without causing conflicts that they end up choosing a wrong solution?

What are the Principles of Decision Making?

Do you always have to make sure you get a better bargain than others?

What are the philosophical implications of complexity when making decisions?

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What is the best way to plan your course of action and what principles you need to be aware of?

What can you learn from game theory when making decisions?

Audience: Anyone Prerequisites: None Course Duration: 1 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Use good decision making processes to get the best out of your decisions Choose the best available option based on a number of criteria using a trade-off analysis Use a series of systematic comparisons to identify the most ideal decision Make a decision using quantifiable pros and cons to evaluate the impact of your decision Systematically analyse the implications of taking an action so you can decide whether to go ahead with it or not Make decisions based on problem analysis using a common currency and calculate the net benefits Graph your decisions and the corresponding outcomes visually and calculate the best course of action Take advantage of many age old principles, guidelines and heuristics to make the wisest decisions Make optimal decisions in groups by using everyone’s inputs and prevent individuals from dominating the decision making process Use a structured method to collect and process opinions of a panel of experts while avoiding common group discussion issues Use a simple technique to encourage group participation and increase the likelihood of free expression of ideas

The Philosophy Behind Decision Making Training Course Decision making is a skill and to become better at it, you must simply practice over and over again.

When making decisions, the biggest problem people experience is getting stuck and not knowing what to do. This usually happens either due to lack of research and data or because of looking only at a narrow part of a search space. Both of these issues can be addressed using a set of decision making tools. Unfortunately, most people are not aware of these systematic tools and tend to rely on intuition instead to make decisions. This approach often leads to sub-optimal results.

This course aims to raise delegates’ awareness regarding decision making process, techniques and tools and teaches them how to use each tool in different situations. Since the delegates can practice the technique during the course under the tutor’s observation, they have a better chance of learning the techniques correctly and use them efficiently and immediately after the course.

The course also focuses on decision making & problem solving principles discovered in a number of critical fields such as game theory and economics. A knowledge of the logic of decision making helps to deepen the understanding of decision making as a whole. This further helps the delegates to understand what each can tool can do for them and also understand the limitations of each 56 © Synergy International A Registered International Company in the UK Registration No 7052579

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technique.

report writing

Report Writing this course is accredited by ICM & ITOL. 1 Day Training Course Description “Sit down to write what you have thought, and not to think about what you shall write.”

William Cobbett The ability to communicate clearly is an important skill. Many of today’s inter-personal communication take place through writing. Targeted, concise and persuasive text can make all the difference when trying to convince someone of your ideas, services or products. Achieving results through proposals, reports, technical texts, emails, memos, etc. depends on your ability to successfully persuade your readers and help them understand your ideas and act on them.

This comprehensive course focuses on all aspects of writing business texts, documents, reports, etc. that are used regularly in most jobs and professions. It covers the full life cycle of writing, starting from understanding the audience, collecting material, planning the structure, organising, writing clearly, styling, presentation and the general strategy required to make the text more convincing and targeted.

The course contains a variety of detailed sessions, each focusing on different aspects of this life cycle.

Each session provides step-by-step guidelines on how to approach the subject and is followed by exercises where delegates can immediately practice the skill.

Research shows that the best way to learn is by example. All sessions contain specific examples that show exactly how recommended guidelines can be implemented in practice. Examples of good and 57 © Synergy International A Registered International Company in the UK Registration No 7052579

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bad text are carefully constructed to show what works and what doesn’t, so delegates can quickly apply those guidelines while participating in training exercises and later to real-world scenarios.

In this highly practical course delegates will learn: Report Writing Strategy

How people read and what are the implications for an author?

What do you need to consider before writing?

What is the ideal structure of a technical writing or report?

How to think of your purpose to make your writing activity easier?

What is the ideal tense to use in report writing?

When should you write in first-person, second-person or third-person?

Persuading Readers

What are the common persuasion tactics employed by authors?

What are the differences between direct and indirect approaches to persuasion?

When should you go for global view in contrast with the details?

When should you explain complex content in contrast with simple content?

How to sequence your content based on common dimensions, such as urgency, importance and chronology?

Collecting and Organising Content

What is the most effective way to prepare content for writing reports?

How to exploit the visual power of your brain through mind maps and organise your content?

How to increase your creativity using simple yet powerful tools and techniques?

Styling and Presentation

How to use headings?

How to increase the visual impact of your presentation to get maximum effect?

How to use tables, graphs, bullet points, margins, etc. to enhance your message?

What are the most effective styles such as fonts, font sizes, effects, paginations and line spacing? How to use these styles to make your message clearer, without distracting the reader through overuse of these effects?

Increasing the Impact through Language

How to deliver your message as quickly and clearly as possible?

What are the common techniques employed by professional writers in delivering an engaging text?

How to make your message viral?

How to avoid vague writing that can lead to misunderstanding?

How to use technical terms to serve your message?

What is an ideal tone to convince a reader and keep him engaged?

How to sequence your statements to make them more convincing?

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How to increase the clarity of your English using simpler sentence structures?

How to use action verbs?

How to warm up the reader before explaining potentially complex topics?

High Impact Summaries

How to structure executive summaries?

How to plan summaries to get best results?

Which areas need more focus and are read more frequently?

Writing Titles that Grab Attention

How to use proven formulas used by mass media to create engaging titles?

How to create catchy or descriptive headlines?

Selling Your Ideas

How to write to sell?

How to structure your text to convince your audience of your cause?

How to appeal to emotions?

Audience: Anyone Prerequisites: None Course Duration: 1 day.

Course Level: Intermediate By the end of this course the delegates will be able to:

Setup your report writing strategy based on established principles, your audience and your own preferred style Structure your report systematically using an efficient and established logical layout Appeal to readers using direct and indirect approaches and convince them of your cause Use powerful tools to significantly increase your creativity while putting your content together to prepare a report Present your report with appropriate styles to achieve maximum impact without causing distraction Deliver your content using a clear and effective language which is easy to read, understand and act on Use a high impact and clear writing style that delivers your true meaning as quickly and effortlessly as possible Write a condensed, yet effective summary of your report that highlights the importance of your report and encourages further reading Write titles that make your readers excited about your content and encourage them to read the rest of your report Phrase your sentences efficiently to persuade others for your product or idea

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Many people find writing difficult. Some will do anything to avoid writing reports. This could largely be due to bad approach. Many people believe that writing starts from a blank page. Although possible, this is not an ideal approach as it is quite difficult to think of the whole material in your head and organise it before dumping it on paper.

The solution is to use a systematic approach. Deal with the subject using tools that allow you to divide it into smaller, more manageable chunks. Research shows that once people are able to structure their thoughts and imagine the desired flow of their text, they find writing vastly easier.

This course aims to make writing easier for delegates by helping them focus on each of these smaller tasks individually and master them. The collection of these skills would then allow the delegate to write any text of any length with ease while increasing its impact and persuasiveness. Examples, in particular bad examples, are a great a source to help people understand what works and how specific techniques are used in practice.

The course relies on these examples along with their associated exercises in line with accelerated learning principles to teach delegates as many related topics as possible in the given time. anger management Anger Management this course is accredited by ICM & ITOL. 1 Day Training Course Description “The best years of your life are the ones in which you decide your problems are your own. You do not blame them on your mother, the ecology, or the president. You realize that you control your own destiny.”

Albert Ellis From time to time we get angry. We can be offended by people’s words, behaviour or attitude and feel anger and resentment. The way we react to the feeling of anger, how we control our emotions and our communications skills are essential in managing our angry and frustrated emotions. Those people who can control their emotions and express themselves in a controlled way stand to preserve their relationship with others or to build new ones more easily. In contrast, those who have a temper can explode at the drop of a hat and have significant difficulties to communicate with others. People keep their distance from such individuals and this in itself leads them to become more isolated and angry.

The majority of difficulties in anger control come from the lack of emotional skills and not knowing how to respond to challenges and confrontations. The solution is not to stop getting angry, but to learn how to control the response and use assertive communication.

This course aims to provide several established techniques that are suitable for different kinds of delegates. The course can be offered to people who need to learn how to control their temper when 60 © Synergy International A Registered International Company in the UK Registration No 7052579

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they find themselves challenged or in conflicts. It is also useful for people who might suffer from repetitive expressions of anger who can systematically address their behaviour using the techniques provided in this course.

This course takes advantage of Cognitive Behaviour Therapy (CBT) and provides valuable techniques to manage self-talk and help people understand the root cause of anger.

The course is provided in 8 distinct sessions that can be easily delivered across multiple days if necessary (guidelines are provided in the course notes). This way, techniques thought in the course can be applied to real world scenarios and the tutor can provide feedback in the next session based on delegates’ experiences and their use of these techniques. Each session contains theory as well as specific and tailored exercises that help the delegates practice what they just learned.

In this highly practical course delegates will learn: Definition of Anger

Why do we become angry?

Is anger good?

How does anger affect your emotions?

What are the anger myths?

Aggression Cycle

What is the sequence of events leading to aggression or temper?

How can you take advantage of this sequence to deescalate your anger?

What are anger cues and how can you respond to them?

Controlling Anger

How can you stop getting angry?

What techniques can you use to increase the effectiveness of your communication with others?

What kinds of mental and physical techniques can help you to manage your temper or escalating emotional levels?

Assertive Communication

What is assertiveness?

How to present your view systematically and assertively?

How does assertiveness differ from aggressive or passive behaviour?

How can assertive communication help you to control your emotional balance?

How can you appeal to emotions to deliver your true meaning and get results?

Cognitive Behaviour Therapy

How can Cognitive Behaviour Therapy (CBT) help you manage your anger?

How can you prevent self-defeatism and irrational self-talk?

What are the fundamental beliefs that can help you to strengthen your relationships with others?

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Responding to Conflicts

How can you handle emotional conflicts?

How to use a simple formula to quickly respond to potentially annoying situations without offending or feeling overtly emotional about the conflict?

Managing Confrontations

How to use a powerful 5-step technique to handle confrontations and respond to events to get best results?

How to hold your emotional balance and show that you are in control when confronted with others?

Apologising & Forgiveness

How to deliver an apology to get maximum benefit and significantly reduce the likelihood of emotional confrontations?

How to use forgiveness to feel better about yourself and defuse charged situations?

How apology and forgiveness impact your self-talk?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Understand the root of anger, how we become angry and how to break the habit Disrupt the life cycle of anger to prevent its escalation and remain emotionally focused Reduce your anger using a variety of preventative and immediate strategies Use assertiveness to maximise the effectiveness of your communications with others without getting too emotional or making others angry Use established techniques based on Cognitive Behaviour Therapy to manage your emotional response to events Respond to conflicts using a simple yet powerful formula where you can express your position without risking your relationship React to confrontations quickly and efficiently while maintaining your emotional balance Deliver a meaningful apology to manage emotional encounters and also forgive others to reduce your self-talk and feel better about yourself

The Philosophy Behind Anger Management Training Course Emotional skills such as anger management are best learned through practice and this course is specifically designed with this in mind. The course focuses on two distinct aspects; attitude and 62 Š Synergy International A Registered International Company in the UK Registration No 7052579

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step-by-step guidelines to handle various situations.

Many emotional problems can be resolved through self-probation and understanding that your perception of the world can be significantly different from reality. The course focuses on this topic and presents it in various forms through repetition so that delegates can fully grasp the idea. This will help them to re-examine their encounters with others and question their assumptions. Research shows that this alone can significantly help people to manage their encounters better in future interactions.

Having covered the fundamentals of attitude change and mental states, several techniques on handling conflicts, assertive behaviour, managing confrontations, etc. are provided that can help people to quickly respond to various situations. It is important to master these step-by-step guides so they can be executed promptly when needed. The exercises will help the delegates to memorise these techniques during the course using accelerated learning principles.

Personal Impact Personal Impact this course is accredited by ICM & ITOL 1 Day Training Course Description “The man who has confidence in himself gains the confidence of others.”

Hasidic saying In today’s competitive world, standing out requires strong personality, uniqueness and a level of impact above and beyond anything ordinary.

Having a strong and positive presence can open up doors, get people to listen, pay attention, to buy, to commit and to support you which in turn can boost your confidence, increase your chances of success and prepare you to face new challenges.

Those with strong personalities are always remembered well by others.

People go quiet and pay attention when such characters talk. They are almost automatically expected to take control, be in charge and lead others and their views and decisions are often respected. What makes these people different from the rest of us? Why is it that some people are listened to, respected and followed while others are ignored and lost in the background?

Having presence is all about being very good at two major areas; your internal view or attitude, also known as inner presence, and your external behaviour, how you present yourself, or outer impact.

This course focuses on these two areas. It all begins by stopping shyness and breaking through the various fears acquire through different stages of life. Numerous exercises and group activities provided in this course systematically approach various communication skills which allow delegates to examine their behaviour in different contexts and learn new skills.

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The course is designed from the outset around the exercises which also encourage delegates to learn from each other. Smaller exercises help to build confidence while more real-life case studies and role plays allow delegates to implement what they have learned already and apply it in a real-time situation and further improve their impact skills.

The course contains various guidelines on improving casual conversations, making and delivering engaging stories, practicing small talk, presenting a pitch and similar topics which allows delegates to improve themselves on specific skills.

In this highly practical course delegates will learn: What is Personal Impact

Why do you need it How to brand yourself How others see you and what this means for your life

How to Improve Your Inner Presence

What is the correct attitude How to use the power of concentration How to adopt the right mindset to achieve results

How to Improve Your Outer Impact

How to behave when interacting with others What is the ideal body language to project presence How to improve your listening skills How to use the right words when formulating your sentences How to control the tone of your voice for best results How to take advantage of your environment How to talk to get others to listen to you

How to Stop Being Shy

Why are we shy What types of shyness exist How can you tackle each type

How to Present Yourself

What is the best way to present yourself in a short amount of time How to make and deliver a pitch How to use the power of small talk to increase your presence How to establish rapport How to use high-impact words to get results

How to Present Stories

How to make engaging stories How to deliver your story to fully get the attention of others 64

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How stories are structured and what you need to include in them How to tell stories to create a word of mouth wave How to embed your ideal conclusions in the story and deliver your message indirectly

Audience: Anyone Prerequisites: None Course Duration: 1 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Define your brand and how you want others to see you Increase your confident and stop being shy when confronted with new situations.

Apply techniques to improve your inner presence and increase your personal impact Adopt a desired outward personality that best represents your image while impressing others with your presence and charisma Make small talk and present yourself with short formal and informal pitches to others Use a high-impact language, attitude and mentality to project a strong presence Make and deliver engaging stories that increase your impact on others and help them remember YOU

The Philosophy Behind Personal Impact Training Course Acquiring a high-impact personality requires practice. It is one thing to read a book about it and learn a few tips, it is another to go out there and apply the skills when interacting with others. A controlled environment such as a training course is an ideal setting to learn about personality and impact.

Interactive exercises between delegates will allow them to easily use the techniques on each other and observe the results. The results can immediately boost their confidence, which in turn allows delegates to become bolder the next time and move forward to the subsequent level.

This concept sits at the heart of Personal Impact course design as exercises are systematically designed to encourage this kind of participation and steadily increase delegates’ confidence in themselves and their ability to present a better image.

Due to its nature, Personal Impact is highly related to Communication Skills, Emotional Intelligence, Assertiveness Skills and Leadership Skills. You can use a combination of these courses to further improve your delegates’ skill set to increase their impact

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Interpersonal skills Interpersonal skills this course is accredited by ICM & ITOL 1 Day Training Course Description “Anybody can become angry - that is easy, but to be angry with the right person and to the right degree and at the right time and for the right purpose, and in the right way - that is not within everybody's power and is not easy” Aristotle Have you ever felt that you could have performed a lot better after you had a conversation with someone? Did you wonder why you didn’t handle it better? Have you ever said ‘Yes’ to someone’s request when what you really wanted to say was ‘No’? You deal with people professionally and personally every day. Any new skill that improves your communication with your colleagues, bosses, clients and your family can have profound effects on your self-esteem, personality and subsequently your productivity. We all know how miscommunication can lead to inefficiencies and cost us dearly.

Influencing is a skill that we simply learn as we grow up by copying others around us or based on our experience in life. However, this can be limiting as we may never come across certain techniques and fail to understand that there could be an easier way to influence others. Fortunately, a systematic training such as this course can significantly help individuals to become better at this skill.

The ability to influence others is an incredibly important skill. Business environments can benefit from the existence of people who are well versed in the art of influence since they can handle situations better, are more emotionally skilled and can mitigate conflicts or difficult situations quickly.

How does knowing how to influence others help you in life?

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Lead others more effectively Teach or train others more easily Become more productive as a results of better communication with others Persuade others to follow you Change people’s opinion to match your desired state; change a “No” to a “Yes”

Example Let’s consider an example. Suppose a supervisor wants to get a member of his staff to come to work on time. The first attempt may go like this: Supervisor: “Jane, I want you to be on time when you come to the office!”

Jane agrees, makes an effort to be on time next time, though after a couple of weeks falls back to her original habit. The supervisor calls her again and says, Supervisor: “Jane, this is not acceptable. We had a chat about this and you agreed to sort it out. If you are late again, I have no choice to reduce your salary or you need to find yourself another job!”

Jane is completely taken back by this. She simply didn’t think her behaviour was so serious or that it deserved such a harsh reaction. Although she is put off by it, she starts to think that maybe she is not in the right job after all. Perhaps it is time to move on and show this unforgiving supervisor that this is not the right way to handle people.

As you can see, this story did not have a happy ending. A mishandling by her supervisor (along with other inefficient communication skills he might have had) led Jane to decide that this company was not worth working for.

This situation could have been completely reversed if Jane’s supervisor was aware of many other influence techniques he could have used in this scenario. In this example, he used “Logic” and then went straight to “Force” which is a last resort influence technique to be used only when all other techniques have failed. He could have employed many other techniques in between these to achieve his objective of correcting Jane’s behaviour while keeping her happy and motivated. It turns out that it is actually easy to use these range of techniques and we only need to train ourselves to be constantly aware of them and do not let emotions to take over our decision making process. This course systematically teaches the delegates about these techniques and prepares them to face real-world situations armed with these influence skills.

To become better at influencing, delegates need to learn and practice the skills over and over again until the skills become second nature. This course contains theoretical content along with many exercises designed to help the delegates to achieve this and understand that there are many ways to influence others.

In this course, a variety of psychological techniques are presented and discussed. It includes a range of role plays and group discussions that will help delegates to learn how to change opinions, avoid conflicts through positive influence and simply be in control.

In this course delegates will learn:

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Strategy

What is the best strategy for long term influence on someone else?

What is the importance of goals and how does this affect your influencing strategy?

Influence Techniques

How to gain commitment without using power, position or status?

Use a variety of diplomatic techniques when talking to deliver your messages softer and more positively?

How to influence others without resorting to force or authority as soon as you receive some resistance?

How to use 9 powerful influence techniques suitable for a range of situations to positively influence others?

Influence Principles

How to take advantage of empathy and listening skills to gain the trust of others and take steps to build a long term relationship?

What are the 6 universal influence principles and how to use them?

Interacting with Others

How to increase your presence and make it easier to influence people?

How to give feedback and expect to get results?

How to influence others positively or negatively using the three primary influence dimensions?

How to boost others and motivate them?

How to make people feel better if they are depressed or are down?

How to say No to people on your level, below you or even above you?

How to praise others to encourage them strongly in the direction of your choice?

Getting What You Want

How to phrase a request?

How to ask others for what you want?

How to use emotions to get the attention of others and use this to deliver your message for maximum effect?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Intermediate By the end of this course the delegates will be able to:

Sequence your statement efficiently, so that you can get maximum effect for the objective you have in mind.

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Show your understanding when communicating with others and open up the conversation Use the 6 universal principles of influence and learn how to counteract them Deliver your potentially negative message while getting a good response Encourage or discourage anyone strongly in the direction of your choice Use a simple technique to reinforce the behaviour of team members Say No decisively and politely Phrase your sentences efficiently when selling a product or an idea

Some people might envy others on how good they are in the art of influence. However, influence is just a skill like any other. What most people may not be aware of is the incredible amount of new research carried out in this field. New technology has allowed many researchers in psychology to analyse and monitor human behaviour better than ever before. The research has opened up many areas. For example, by using a variety of survey techniques we now know the fundamental principles of influences, the long term effects of praise (in children and adults alike), human needs and how they lead to complex behaviours observed in us and many other topics.

However, this kind of research is usually very academic. You may read a book and be blown away by it but that doesn’t mean that you will be able to easily apply the principles discussed in the book to your everyday life.

This course takes advantage of the research in these areas and provides a range of step-by-step techniques that can be easily thought and used in any situation. Delegates will appreciate this kind of content, because it is easy to learn. Delegates often don’t like to be preached and certainly don’t like long speeches by a trainer. However, they are always very interested to learn specific step-by-step concise guides such as a 4 step process to provide feed-back to others in order to influence them without making them feel defensive.

This course is packed with such techniques. They are relatively easy to teach yet quite effective.

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conflict management Conflict Management this course is accredited by ICM & ITOL 1 Day Training Course Description “Conflict is the gadfly of thought. It stirs us to observation and memory. It instigates to invention.

It shocks us out of sheep-like passivity, and sets us at noting and contriving.”

John Dewey Conflicts can be hard. We get so emotional that sometimes we feel we can’t take it at all. Do you know anyone who is good at conflict management? Do you admire them? Do you envy them? Not so surprisingly most people want to avoid conflicts altogether. Many get so emotional that they feel they can’t even say a single word. Others may rely on a simple age-old technique of silence treatment, which doesn’t really do them or others any good.

So, what should we do when we are in a conflict? Should we just leave it and hope that it goes away?

The chances are that it probably doesn’t go away and will come back to haunt you. Conflicts have a tendency to escalate when untreated, they can make the environment toxic and unproductive and eventually the conflict may come to control you rather you controlling it.

Handling conflicts is much like fixing your teeth. You may put it aside, eventually go through some pain and come out of the dental surgery, relieved that it is all over. In fact, on reflection you may decide that it wasn’t that bad after all and you should have even done it sooner.

Conflicts are actually good since they push you and others to move forward in your relationship. The post-conflict result is usually more mature and you usually end up appreciating others’ point of view as well. After all, you want to arrive at a resolution that is satisfactory to all sides. Hence, conflict management skill is a must have for anyone in today’s market.

Course Design The systematic design of this course facilitates understanding conflict, detecting signs of conflict escalation, responding to such signs with appropriate action and finally using effective techniques to resolve the conflict.

This course focuses on positive and productive aspects of conflicts and explains how we can benefit from situations which are often perceived as negative and destructive. Conflicts, if managed 70 © Synergy International A Registered International Company in the UK Registration No 7052579

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correctly, increase understanding and wisdom.

Delegates will be introduced to a variety of psychological tactics sometimes used by others as a way to create a conflict. Understanding such tactics and mind games enables one to prepare and respond effectively in order to prevent a conflict.

Delegates will also explore emotional skills critical in dealing with other people and learn how to control their emotions as well as those of others and guide the debate towards a win/win outcome.

The rich selection of scenarios and exercises in this course will help delegates to master these skills quickly and efficiently.

In this day-long highly practical course delegates will learn: What is Conflict?

How conflicts evolve?

What is good or bad about conflicts?

What is the life cycle of conflicts?

How conflicts escalate?

What can you learn from Game Theory to manage conflicts?

How to Handle Conflicts?

How many different ways can you approach a conflict and what are their advantages and disadvantages?

How to systematically analyse conflicts based on the benefits to you or the other party and how to use this knowledge to resolve them?

How to decline a request while avoiding conflicts?

What is an effective conflict resolution process?

How to use a 6-step conflict resolution formula?

How to Manage Emotions?

How emotions affect discussions?

How to avoid emotional decision making?

How to use anger management in resolving conflicts?

Learn about a series of psychological tactics used in conflicts and know how to respond to them when used on you, or exploit them yourself.

What are the 15 main causes of conflicts?

How to Respond to Escalating Situations?

What approaches are used in a discussion to win the conflict?

How to respond to such approaches when used on you?

Learn how to react to arrogance, vague statements, personality attacks, exaggerations and many other commonly used tactics in conflict.

How to Negotiate?

How to negotiate effectively to get to a win/win outcome?

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What is Principled Negotiation?

What is Organisational Conflict and what are the 6 ways you can use to manage it?

How can you use well established negotiation strategies to resolve conflicts?

How can you use third-party intervention and what types are available?

How to Prevent Conflicts?

What systems should be put in place in organisations to prevent destructive conflicts?

What resources do you need to manage conflicts efficiently?

What kind of third-party interventions exist and how can you use them to resolve conflict?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Recognise conflicts and their escalation over time so you can address them more effectively Select an appropriate conflict resolution style based on your needs to get maximum results Manage your emotions and influence others emotionally when in conflicts Recognise Tactical Approaches used when interacting with others that may lead to conflicts and take appropriate steps to avoid a conflict developing Negotiate over what you want and move on to a win/win outcome Prevent destructive conflicts at the workplace

Conflict has long been recognised as a source of self growth and increased team cohesion in addition to its potential disadvantages when handled badly. As Esther Harding wisely said: “Conflict is the beginning of consciousness”. However, people still have a negative perception of the conflict and it is often dreaded and avoided.

The materials in this course have been designed to deal with such negative outlooks. The Conflict Management course materials aim to address and accommodate benefits associated with successfully resolving a conflict and preventing it from becoming a source of irritation, mistrust and failure while exploring the potential problems caused by an escalated and poorly managed conflict.

This course explores the core principles of conflict management such as conflict life cycle, styles of conflict resolution and detailed steps in conflict management and introduces effective negotiation techniques, management of organisational conflicts and third party interventions. A comprehensive selection of practical and interactive exercises and realistic scenarios enables delegates to practice their newly acquired knowledge and become more confident in implementing them in real life situations.

Here at Synergy International, we respect and value each trainer’s personal choice on highlighting different aspects of Conflict Management and therefore as with all the other courses on offer from Synergy International, your trainers have unlimited rights to customise, edit or modify the contents.

The specific design on the course also enables trainers to use slides, hand outs and exercises in combinations with their own materials.

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Handling Difficult People Handling Difficult People this course is accredited by ICM & ITOL 1 Day Training Course Description “If you don't like something change it; if you can't change it, change the way you think about it.”

Mary Engelbreit We often have to deal with difficult people in our professional environment and sometimes even in our personal everyday life. Any interaction or communication with such people can prove challenging and consumes a lot of our time and energy. Such situations can easily turn emotional and unproductive with long term effects on relationships.

Fortunately difficult people are well studied and physiologists have found a great deal on the origin of their behaviour and subsequently on how best to deal with them based on their inherent weaknesses. This course relies heavily on the latest psychological research and provides several concise easy-to-use formulas that delegates can use to deal with challenging situations promptly.

The course is packed with exercises, relevant case studies and role plays that enables delegates to understand the methods better and practice them immediately after introduction. Optional activities and exercises are also provided to easily extend the course and adjust the pace for different needs.

In this highly practical course you will learn: What is the best mental attitude when confronted with challenging people?

What is the best long terms strategy?

Why self-examination is important and how best to do it?

How to deal with conflicts, physically and emotionally?

What is “ironic processes of mental control” and how can it help in optimising the delivery of your demands?

How to commit to action and get optimum results next time you are challenged by a difficult person?

In how many different ways can you respond to someone and what results do you expect?

What are the four responding styles, when to use them and where should you avoid using them?

How to avoid unpredictable reactions to your comments by observing and analysing the other person for specific signs?

How to listen and respond emphatically and connect when needed?

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How to engage in a conversation and show that you understand and care?

What to do to stay focused on a conversation and avoid drifting away?

What is ‘click-wirr’ and how to use it in a conversation?

How to ask good questions based on your encounter?

What non-verbal signals you should be aware of and use?

How to handle conflicts?

What is the optimum process of conflict resolution?

What are conflict resolutions styles?

How to use the styles in sequence to get maximum results?

How to deal with confrontations?

What is APA communication model and how can you use it to manage difficult people?

How to use the 5-Step Guide to Confrontations?

What can be learned from confrontation examples?

How to deal with reactive and toxic words?

How to prevent a challenging conversation by choosing the right words?

What are the toxic statements, phrases, gestures and attitudes that can significantly affect your conversation and relationship with the other person?

How to avoid using them and handle people who use them on you?

What are the characteristics of difficult people and how to deal with them?

What are the example behaviours?

What are the origins of theirs behaviour?

How to deal with them?

Audience: Anyone Prerequisites: None Course Duration: 1 day.

Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Use the right mental attitude when confronting others to minimise the effect of difficult encounters Choose the right responding style when dealing with others Make constructive conversations by staying focused and in control Select an appropriate conflict resolution style to get maximum results React to confrontations quickly and efficiently while maintaining your emotional balance Identify toxic words and handle them while maintaining the efficiency of your conversation Identify the type of difficult people you are dealing with and respond accordingly 74

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The Philosophy Behind Handling Difficult People Training Course Dealing with difficult people is one of the most demanding parts of people’s professional and sometimes personal life. The simplest interactions with these types of people, consumes a lot of time and energy and can leave people feeling tired and emotionally drained. Understanding the characteristics of difficult people, why they do what they do and the origin of their behaviour will enable delegates to deal with them more effectively.

This course aims to introduce simple yet effective techniques that can be used in dealing with different challenging people or situations. Delegates are encouraged to look at difficult behaviours from different angles and use a suitable style of responding in each case. The exercises in this course are designed to familiarise delegates to common challenging situations and enable them to use their newly acquired skills in dealing effectively with these people.

Unfortunately, many guidelines are all too easy on paper. For example, most people know that they should not be emotional when in a conversation. However, telling delegates, “Please don’t be emotional” doesn’t really help. Instead, the course provides easy to follow formulas that can be remembered and used assertively in order to achieve the overall objective.

The following example is well known in coaching circles; don’t tell a tennis player to “watch the ball”, because this simply puts them under a lot of pressure and distracts them from actually hitting the ball. Instead, instruct them to say ‘Bounce’ every time the ball bounces. This simple command makes the player look at the ball in order to say ‘bounce’ at the right time which means you achieve your objective of getting them to look at the ball.

Using this fundamental principle of coaching, the course guides the delegates to use various techniques when confronting challenging people without distracting them so they can receive optimum results indirectly.

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Effective mEETING Effective Meeting skills this course is accredited by ICM & ITOL 1 Day Training Course Description "In business, you don't get what you deserve, you get what you negotiate."

Chester L. Karrass As part of a busy business lifestyle, we spend a large amount of our time interacting with others, in particular with our customers. Keeping them happy is as critical as understanding their needs and concerns. It is well known that a large amount of time of an office worker is spent in meetings, a large portion of which is dealing with colleagues and customers. As a result it is quite critical for anyone to improve their customer management skills and be able to handle more senior customers as their skills are improved and get better results.

In this course you will be introduced to main aspects of managing customers in meetings. These include subjects such as establishing rapport, handling meetings, negotiating, reading body language and so on. For example, what if your client uses a dominant body position in the meeting room and continuously accuses you of missing deadlines? How should you reply? What if your client does not deliver on his promises and doesn’t understand the impact of his negligence on your team. How do you get him to correct his behaviour, without making him feel embarrassed? Many similar situations such as these are explored in detail in the course.

There are plenty of educational and entertaining exercises in this course designed to help the delegates put the theory into practice. The idea is that participants should learn the skills during the course by using the new concepts they have learned in controlled exercises and role plays. This is known to increase the retention rate and is the ideal method to learn rapidly with minimum effort.

In this course you will learn:

Effective interactions with customers in the meeting What to say, how to say it and the way to present yourself Handling aggressive customers in the meeting Greeting customers and creating rapport Read and understand your customer’s body language Use effective body language gestures to get maximum results from your meetings Manage efficient meetings with customers or co workers Preparations, running and finalising meetings Effective listening skills and questioning methods Reaching a fair deal with a customer Maximising long term profits in repeated negotiation in the meeting Negotiation strategies Reducing tension during meetings 76

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Training Catalogue 2011

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Intermediate By the end of this course, participants will be able to:

Build strong relationships with your clients Read body language and use it to your advantage Lead and participate in efficient meetings to get maximum results Ask specific types of questions to obtain more information Negotiate effectively and make “fair” deals Participate in many educational and entertaining exercises to learn the skills quickly

This course primarily deals with customers and meetings. Many of daily interactions in an office are carried out in meeting with clients, customers, colleagues and managers. This course is designed to train the delegates to master the art of inter-personal communication in meetings.

Many office workers learn this skill on the job. Right from day one when they join a new company, they are invited to meetings and they simply observe and copy the behaviour of others in their future meetings. After all, they take others’ behaviour as the norm. However, a company culture set by socially dominant people may not be the most efficient way to handle customers. Bad habits can creep in and soon customers may start to turn away from the organisation. A systematic course on how to handle such meetings can greatly help people to understand the intricate psychological aspects of such encounters and maximise their gain.

This course contains many case studies and practical’s that help the delegates to practice handling different situations under the supervision of a trainer. Course notes and exercise sheets contain all the information a trainer needs to use to guide the delegates. Workbooks contain detailed reference material useful for both the trainer and the delegates. Course guidelines, recommended reading, etc. further help trainers to quickly familiarise themselves with the course.

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Training Catalogue 2011

Interviewing skills this course is accredited by ICM & ITOL 3 Day Training Course Description “The uncreative mind can spot wrong answers, but it takes a very creative mind to spot wrong questions.”

Anthony Jay In the course of a lifetime, most people tend to apply for new positions and change jobs at a few times. The process of getting into a new role or obtaining a new position often involves interviews. Success in an interview in majority of cases guarantees getting hired. The information and skills needed for achieving success in an interview process can be learned and mastered through effective training and practice.

In this course, we cover the life cycle of an interview from the beginning to the end, while explaining pre and post interview activity and processes. This course introduces the delegates to the objective of the interview, the necessary preparation before attending the interview, interviewer’s mentality and purpose, different types of interview questions and the affect of applicant’s image, behaviour and body language during the interview. Essential interview skills such as communication skills, effective listening skills, how to handle salary questions, responding to common interview questions, reducing anxiety and making the best impression are also covered in the course. Effective tactics and strategies accompany question examples in every stage and enhance the process of learning new techniques.

This highly practical course contains a vast number of practical exercises, real life scenarios and case studies which help greatly in imitating an actual interview. The course encourages delegates to participate and interact in a stimulated interview environment during the training session and prepare for different stages of the interview process. Each main section in the course is followed by practical exercises to accelerate the learning process and increase memory retention.

These exercises become progressively more sophisticated until at the end of the course you will take the role of an interviewee and go through a final simulated interview which is scored accordingly.

In this day-long highly practical course you will learn: What is the Best Strategy to Approach an Interview?

What is the purpose of an interview?

What types of interviews exist?

Who gets hired?

How to prepare for an interview?

What Goes on in the Mind of an Interviewer?

What psychological techniques can you use to leave the highest impression on the 78

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interviewer?

What does the interviewer look for?

What is the interviewer afraid of?

What Should You do and How Should You Behave at an Interview?

How to greet?

How to present yourself at your highest?

What is the best body language?

How to convert your nervousness to your advantage?

How to shake hands?

How to sit, how to move, where to look, etc.?

How to Structure Your Conversations?

What to say?

How to improve your conversation by paying attention to the words spoken?

How to make the best of words?

What strategies to use to make yourself likeable?

How to satisfy the desire of the interviewer, who wants to know you inside out, by using specific words and styles of communication?

How to show that you are truly interested in the job?

What is the Best Strategy to Use When Making Conversations?

How to deal with general questions such as “Tell me more about yourself”?

How to deal with difficult questions?

How to prepare for questions you might not anticipate?

How to handle salary questions?

How to improve your listening skills?

How to Answer Questions?

What are the most common questions asked in interviews?

What is best way to answer these questions?

How to Leave an Interview?

How to close an interview and leave a good impression of yourself?

How to maximise your chances of success in the interview using a few simple tricks at the end of an interview?

You get to practice many methods during the course and also receive detailed course material for study and reference after the course.

Audience: Anyone Prerequisites: None Course Duration: 3 Day depending on your pace and use of optional content.

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Training Catalogue 2011

Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Learn and use effective strategies to handle interviews understand what interviews are all about Look at the interview from the interviewer’s position to better formulate your responses Reduce your anxiety and get maximum results by putting your best impression Learn how to make the best use of words and apply established tactics to get maximums results in interview conversations Learn how to make effective interview conversations and use the best strategies to get maximum results Answer interview questions confidently using the most effective strategies Finish the interview in a way to increase your chances of success.

The Philosophy Behind Interview Skills Training Course The course is designed with the latest advances in training and skill transfer where delegates will be going through the content repeatedly from many different angles until they can memorise the topic during the course. Many areas are covered as discussed in the course description. To make sure the content is memorised easily, each topic is followed with a specific exercise that helps the delegates to understand what was just covered.

Due to a large amount of theoretical content in the course, it can easily be extended to more than one day. Optional exercises are provided along with guidelines on how to extend the course. If you follow with a multi-day course, you can spend more time on certain critical topics or repeat certain exercises to make sure that delegates will completely learn the new skills and distance themselves from their previous bad interview habits.

We believe that the best way to learn is by examples as demonstrated by many studies. As a result, just about every topic in the course is covered with comprehensive examples so that delegates can see exactly what they need to do or say in a given situation. Experience shows that learning using examples is extremely effective especially when new topics are described for the first time. This method of teaching is also very quick which means more content can be covered in a given time.

All in the all, the course material is an excellent resource for trainers who are engaged in teaching Interview Skills and considering the current global financial market, it is indeed an important area worth considering.

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Training Catalogue 2011

stress management Stress Management this course is accredited by ICM & ITOL 1 Day Training Course Description “A man is but the product of his thoughts what he thinks, he becomes.”

Mahatma Gandhi In today’s world, we experience a lot of demand for our time, inputs and contributions to the organisation we work for and the society at large. Such demands are increasing as world is getting more complex and real-time due to all the technological progresses and this can inevitably leads to more stress.

As a result, managing stress is a critical skill that you must master and pay more attention to as we advance more into the future.

Stress management is about increasing productivity and operating at peak performance. With the right level of stress you can achieve as much as you are capable of, not to mention a higher chance of enjoying what you do when you are at it.

This course walks through many aspects of stress management such as time management, people skills, motivation, diet, influence techniques, right mentality, assertiveness and so on. Each topic is explored in detail and exercises are provided to emphasis the skills during the course. Managing stress requires the correct mentality and attitude towards life. This course, through several sessions and subjects, repeatedly explores this important topic so that the delegates are more likely to adapt to the new point of view and approach life with the right skills to get maximum results.

In this day-long highly practical course you will learn:

What is stress How to take advantage of stress to increase your performance What is the impact of stress at individual or organisational level How to monitor yourself to detect the early signs of stress What are the myths about stress How to interact with people and manage your stress to get maximum results How to use the power of mind to its fullest capacity to get back in control of your life How to organise and use time management to increase performance and reduce stress How to read body language signals How to assertively communicate with others What physical exercises work best to relive stress How to observe your emotions when getting stressed and respond to them accordingly How correct breathing can help you to become more productive How to use diet to manage stress How to delegate to maximise your throughput How to use a set of eleven techniques to reduce stress. These techniques are extensively explained and are accompanied with various exercises How to say No and offload work from your busy life 81

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How to use the power of positive thinking to master the art of stress management

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginner & Intermediate

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

Understand how stressed you are, what it means for you and how it impacts your life Monitor your stress level and detect when it is reducing your performance Anticipate and resolve stressful situations systematically using time-based and people-based techniques Use specific exercises & diets to become more productive Respond to stressful situations using a variety of powerful techniques and become more productive Say No and be loved for it!

Use autosuggestion and imagination to full extent to manage your stress level

The Philosophy Behind Stress Management Training Course Stress management touches on just about every topic in the spectrum of soft skills. This is natural as stress management is about productivity and mental health. The course is designed from the ground up to expose delegates to as many areas as possible for the duration of the course so not only they get to experience different techniques used for managing stress, but they can also understand which areas they should expand on. Stress management is a lifelong skill and indeed a one-day course might not be enough. By exploring many topics, delegates come to realise that there is more than one solution to stressful situations. If they have tried something in the past which didn’t work, they can see that there are many more methods they can still use.

Questionnaires, individual exercises and group activities are all there to help the delegates identify any unhelpful mentality and learn new skills to deal with developing stressful situations.

performance management Performance Management this course is accredited by ICM & ITOL

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2 Day Training Course Description

“The gem cannot be polished without friction, nor man perfected without trials.”

Chinese proverb In today’s competitive market, it is absolutely essential to systematically manage the performance of employees to make them as motivated and productive as possible. Any organisation that risks neglecting this important systematic review, is bound to fail when competing against those who use such optimisation.

It is well known that motivated staff not only work harder and longer, but are also much more likely to innovate and bring new ideas than others. Innovative companies are much more competitive and can handle bigger challenges swiftly and come out stronger than their competitors.

To create a productive atmosphere, an organisation simply needs to respond to the needs of its staff.

Understating what motivates employees and aligning it with organisation’s objectives is the essence of an effective performance management system. This system requires HR support, periodic appraisals and constructive coaching sessions.

In this course, delegates learn how to perform the role of an appraiser or a coach who needs to interact with employees, co-workers, team member or others to provide feedback to them. This role can be assigned to anyone including team leaders, managers, supervisors, colleagues or ever staff from other departments. Whatever the role of an appraiser, this course prepares them to provide continuous and periodic feedback to appraisees. Continuous feedback is provided through regular coaching and mentoring sessions while periodic feedback is provided through appraisal meetings. Delegates learn how to ask the right questions, help appraisees to set goals and targets, how to motivate them, how to deliver difficult messages and in short how to help them to increase their productivity.

The course is divided to various distinct sessions where delegates learn the specific skills and get to practice each skill in carefully designed exercises.

In this highly practical course delegates will learn: Performance Management

What is performance management?

What is the difference between modern and traditional methods and why this matters?

What is involved in a performance management system?

What should an appraiser do?

What is 360 degrees feedback program and how can it help?

Appraisal Meetings

How to hold an appraisal meeting?

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How to prepare for the meeting as an appraiser or appraisee?

How to structure the meeting?

What to talk about at the meeting?

What is the preferred order of topics to go through in an appraisal meeting?

How to encourage openness?

What types of questions work best in an appraisal meeting?

Goal Setting

How to set useful goals?

How to motivate an employee to follow and reach his goals?

How to avoid setting bad objectives?

How to make sure performance targets are consistent with business objectives?

What is KPI and how does it relate to performance management?

How to reduce apathy and encourage individuals to reach peak performance?

How to influence individuals by modifying their thought patterns using the latest research in behavioural psychology?

Rewards

What reward systems help to boost staff’s performance?

How to rank employees against their colleagues and co-workers?

How can ranking systems fail and what should you be aware of in the context of performance management?

Coaching

What is the best way to coach?

What are the principles of learning?

What is the best way to coach individuals?

How should you formulate your sentences to have maximum effect in a coaching session?

Communication Skills

How to provide constructive feedback?

How to deliver praise?

How to provide feedback on difficult situations?

How to systematically help individuals to become aware of what others think of them and how they can reflect on this to improve their performance?

Audience: Anyone Prerequisites: None Course Duration: 2 Day Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Setup an appropriate performance management system based on modern principles and 84

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methodologies Set efficient objectives that lead to productivity and follow guidelines on how to continuously manage performance Hold a constructive appraisal meeting that helps to motivate the appraisee and maximise information transfer Use appropriate reward and ranking systems that increase appraisees’ motivation and guide them towards the right direction Use the GROW model to coach, question and guide a coachee Motivate individuals, reduce apathy and increase their confidence in themselves to achieve more than ever before Deliver your potentially negative message and get a good response Use an effective technique to reinforce the behaviour of others in the direction of your choice Apply a powerful method that lets people to discover other people’s true opinion about themselves

The Philosophy Behind Performance Management Training Course Some organisations treat performance management and appraisals as a formal exercise in paper pushing. An appraiser and an appraise sit around a table, discuss a number of points mentioned in the form provided to them by their HR department while always thinking that this entire exercise is a waste of time and they rather be working on their projects instead. Naturally, these employees may eventually believe that appraisals are just there to keep HR busy or are carried out at the end of the year to see who gets a bigger share of the bonus pie.

A good appraisal system is not just about figuring out how much bonus should be paid to a particular employee, it is about motivating staff and increasing their productivity which in turn will increases their job satisfaction.

This course is carefully designed to address various skills required when appraising others. A typical team leader who is assigned to appraise a team member might be good at leading team but not know how to run an appraisal meeting. Coaching, mentoring and goal setting is an important skill for appraises and delegates get many chances in this course to practice such skills.

Similar to other courses provided by Synergy International, the emphasis is to get delegates to practice the skills rather than just to lecture them on these topics and expect them to know what to do. Of course, sometimes it is necessary to brief them on theoretical aspects of appraisal systems used today such as reward and ranking so they know how the whole system works and what their role is in the system.

This course is not specific to any particular role such as managers or leader who might regularly perform appraisal. It is suitable for anyone who has been assigned the role and needs to mentor or coach another employee and appraise them.

Train the Trainer Train the Trainer Delivery Skills this course is accredited by ITOL 85 Š Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

5 Day Training Course Description “I never teach my pupils; I only attempt to provide the conditions in which they can learn.”

Albert Einstein Delivering a training course requires many skills. A trainer must know the content well or be an expert in it, be able to communicate well, know how learning works, have a high level of empathy to understand what delegates are going through and be able to show enthusiasm about the content.

Since these are only skills, anyone can master them with correct training. Trainers must feel confident about their domain or expertise, however a good trainer must poses a set of skills directly dedicated to training others and on transfer of knowledge form one person to another.

People always remember a good teacher many years later and the same applies to the training world.

Becoming a good trainer is not at all hard. All you need to do is to practice the required skills and have persistence to use them. Next, adjust your performance based on the feedback from your delegates and how much they have learned from your delivery session.

However, there is a catch. Most people go through many forms of training in their lifetime and when it comes to delivering a training course, many simply copy what was used on them. Invariably they were lectured and presented to during their education and trainers simply use the same techniques to train others. Unfortunately this leads to sub-optimal results since training is very different from lecturing. The most important lesson a trainer must learn is this distinction which does not come naturally and it is a skill that needs to be acquired through practice and persistence.

This course allows trainers to acquire these critical skills by understanding the way they work and delegate’s learning patterns. The course employs the same mechanism to train learners; hence learners can see the method both in theory and in practice. As a result, this comprehensive course allows delegates to learn a substantial amount of content in a very short time. The course is designed to take place over three days. Although this is the recommended length, you can easily modify the content to suit your delegate’s needs and time available for training.

The Train the Trainer course prepares delegates to deliver outstanding training sessions regardless of the topic. In addition, it also prepares delegates to use dedicated Synergy International training materials which are designed in line with Accelerated Leaning principles discussed in the course.

Delegates who go through this course can easily pick up any Synergy International course and know how best to present it.

Training Presentations and Demonstrations This is a hands-on course where delegates learn to practice all the skills taught. Delegates are expected to bring a prepared session to the course and present it. Comprehensive instructions are provided to systematically assess their performance and provide feedback. The feedback is used to tailor the course to their specific needs.

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Throughout the course, learners will participate in many exercises designed to teach them specific skills such as sequencing, delivery, body language, verbal skills and so on.

Home assignments are provided where participants are expected to prepare for next day’s training sessions.

Finally, participants present their sessions and get assessed on their performance. Again, comprehensive instructions are provided on assessment. This is recorded based on 4 sets of criteria on content, delivery and sequence which is explore during the course. Delegates who pass according to a set standard will be awarded a certificate of achievement.

In this highly practical course delegates will learn: Day 1 How Learning Works?

What is Accelerated Learning and how to take advantage of it in a training environment?

What are instructional methods and which types are suitable for training?

What is Competency Based Training?

Day 2 How to Sequence Your Content?

What is an ideal order of content to go through when delivering a course?

What should be included in the introduction?

What should be included in the body?

What should be covered at the end of the course?

Day 3 How to Present Your Content?

How to balance the distribution of your content to get best results?

What is the effect of using examples and case studies in training?

How to monitor progress?

How to deliver the information to increase memory retention and learning?

How to exploit repetition?

How to Plan Your Training?

How humans process information and what does it mean for a trainer?

What materials do you need to run a course?

What tools to use to boost the effectiveness of your training and increase learning pace?

How to use little-known MS Power Point features to enhance your training?

How to prepare for deliver a course?

Training Presentations

Preset prepared training sessions 87

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Receive systematic feedback on these presentations Prepare new training sessions for assessment

Day 4: How to Master the Art Delivery?

How to take advantage of Cognitive Training Model to focus your training on your learner and get best results?

How people learn?

How people forget?

How people can learn together?

How to Take Advantage of Your Environment for Training Delivery?

What is an ideal training room configuration for specific courses?

What training aids can you use?

How to control pace?

How to take advantage of body language?

How to Deliver Using Effective Verbal Communication Skills?

How to handle questions?

What are questioning strategies and when should you use them?

How to formulate your questions to get best results?

How to increase delegate participation?

How to coach?

How to increase enthusiasm?

How to avoid bad questions?

Training Exercises

Design and structure a new training presentation for demonstration Practice on delivering this presentation using new techniques learned in the course Receive feedback on delivery of this training presentation Implement feedback to improve the session

Day 5: Training Demonstrations

Review content covered in the course and participate in recap exercises to reinforce learning ITOL Examination 3 hours Receive feedback for prepared training sessions before delivery All delegates present training sessions based on specific instructions. These sessions are prepared throughout the course based on specific exercises and home exercises taking place after each day of the course.

Receive systematic feedback based on 4 sets of criteria on delivery performance.

Delegates need to score based on a set standard to pass the assessment and receive a certificate of achievement.

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Audience: Anyone Prerequisites: None Course Duration: 5 Days Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Demonstrate your training capability by presenting a short course Use Accelerated Learning principles and suitable instructional methods to deliver effective courses Sequence the course structure based on best practices in line with established learning methodologies Present your training content effectively while employing established learning principles Use training tools in line with human perception capabilities to maximise information transfer Increase learning based on Cognitive Training Model, training theories and memory patterns Take advantage of multiple channels of communication by exploiting the environment, using body language and training aids Use powerful questioning techniques, increase delegates’ participation, coach and handle difficult situations.

At Synergy International, we have spent a substantial amount of time to perfect this course. In line with the products we offer, our fundamental aim is to facilitate the training of others. As you can imagine, a Train the Trainer course sits at the heart of this mission and we have researched and developed this course with a huge amount of attention to detail to ensure we can provide a quality course highly beneficial to our customers.

The Trainer the Trainer course is suitable for anyone who aims to become better at training. The research on best training methodologies is used in the course both as content (to be taught to delegates) and as the underlying training methodology (to transfer these skills to delegates). This dual approach makes the course much more effective which means it can deliver more content at any given time.

Because of this feature, the course had to be carefully designed to transfer train the trainer skills, while also be an example of an ideal course delivery. The script is full of details on how a trainer who want to teach a Train the Trainer course should approach and deliver it to get maximum results. This training meta-knowledge, so to speak, is provided in the script at various intervals as necessary to facilitate the delivery of this course.

Customer Servic Customer Service Skills this course is accredited by ICM & ITOL

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Training Catalogue 2011

1 Day Training Course Description “As to methods there may be a million and then some, but principles are few. The man who grasps principles can successfully select his own methods. The man who tries methods, ignoring principle, is sure to have trouble.”

Ralph Waldo Emerson

Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition.

Customer service is a skill which can be learned and mastered through practice and persistence.

This course introduces delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

The focus of the course is to teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call centre support, medical support and so on. Delegates also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.

In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and communicating on the phone are discussed and best practices are shown.

In this highly practical course delegates will learn: Customer Service Principles

What are the fundamentals of customer service principles?

How to interact with different types of customers and different personalities?

What customers want and how to satisfy them?

Questioning Techniques

How to encourage a customer to give you more information by using correct questioning techniques?

How to use leading questions?

How to sequence your sentences for maximum effect?

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Emotional Intelligence

How to empathise with customers and maintain rapport?

How to show you understand the customer and care about their problems?

Customer Service Scenarios

What does it mean to handle a customer professionally?

What are the common challenging customer service scenarios and how to handle them?

How to handle angry customers?

How to handle swearing customers?

How to handle mistrustful customers?

How to handle demanding customers?

How to handle a developing long queue?

Handling Complaints

How to handle complaints?

What are the principles of handling unhappy customers?

How to deliver a “Soft No”?

Telephone Skills

How to handle phone calls?

How to put a customer on hold?

How to refer a customer to a colleague?

How to end a phone call?

Body Language

What body language signals are most critical for a great first impression?

What gestures put customers at ease and let you establish rapport with them?

How to spot the lies through body language?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Apply the essential principles of customer services to anyone who wants your 'output' Ask effective questions from customers to get results Use empathy to maintain rapport with customers Professionally respond to a customer’s demands & requests while maintaining rapport Sequence your sentences effectively to get maximum results Handle phone conversations professionally 91

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Read and interpret body language signals and use them to enhance your communication skills Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise.

The Philosophy Behind the Development of Customer Services Course Learning This course is designed based on the latest research in psychology and proven methods in effective teaching. Our training materials are designed based on one central entity; the learner.

The course is designed from the bottom up based on many practical exercises that the leaner will need to go through to learn the topic of the course. The objective of this approach is to make sure that the learner will learn everything on the day, not later. Repeatable exercises will help the leaner to memorise the content much more rapidly than traditional teaching allows. The learner will go back to the real-world armed with the lessons learned and can quickly implement the ideas in the field.

Customer Services The nature of Customer Services demands a lot of interaction. As a result, this course contains many group activities and one-to-one exercises, case studies and scenarios that address the most common situations encountered by Customer Service Representatives. The scenarios make the course entertaining as well as educational. The learners are encouraged to be creative and come up with solutions themselves.

The latest research in training methodologies show that learners who participate in the learning process, as opposed to being told how to do something, are much more likely to remember and apply the skills later on. This increases the efficiency of the learning activity as well as the productivity of the learners, not to mention that employers will benefit greatly from their ‘trained’ staff whom can use their training effectively on the job.

Presentation As in any training environment, the trainer may present a number of slides. Training is not giving a lecture or presentation. Instead it is more about facilitating the learning process with interactive teaching. As a result, we design the presentation slides with this need in mind. The slides are deliberately designed to be highly visually and minimal at the same time. We are all too familiar by death-by-power point. Latest practices in giving presentations show that use of novel imagery, along with engaging captions, presented with lots of stories are much more likely to ‘stick’ than the traditional bullet point presentations.

However, there is a balance to be made. A new trainer, who purchases these courses from Synergy International, will be more interested to get slides that contain material he or she can read and understand than some symbolic emotional images intended for the end-delegates. We achieve this balance by providing both the textual and visual content necessary to make a state-of-the-art training. In addition, comprehensive scripts help the trainers to master the content in a short time and get ready to deliver the training as quickly as possible.

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Training Catalogue 2011

Selling Skill Selling Skills

this course is accredited by ICM & ITOL

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Training Catalogue 2011

2 Day Training Course Description "A sale is not something you pursue, it is something that happens to you while you are immersed in serving your customer."

Unknown Since the industrial revolution, the world has gone though a major development frenzy leading to the production of the vast number of products and services that we enjoy today. As the number of products, ideas and concepts have increased, so is the need to inform and convince others of their benefits and applications to personal and professional lives. Sales skills therefore have become a vital part of any successful business and organization. The sophisticated sales industry active today has introduced new selling philosophies and pioneered modern techniques and sales methodologies.

Whether you are directly involved in sales as a salesperson or the production of these products or services, knowing how to sell is an incredibly useful skill. This comprehensive course, introduces traditional (influence-based) and modern (facilitative and consultative based) selling techniques and prepares the delegates for a variety of sales environments from retail and customer facing selling to sophisticated business-to-business trade involving large projects.

Psychology is one of the main components of this course. There is an emphasis on customer loyalty which is responsible for most sales and long term profitability of any business. As a salesperson you need to take specific steps (relying heavily on many psychological aspects) to create a loyal customer that keeps coming back to you time and again.

This course contains many exercises, roleplays, and guidelines to help the delegates master the sales skills during the course and start applying their newly acquired knowledge to their professional lives straight away. Bite sized group exercises are also provided that focus on specific concepts. These are then followed by more comprehensive sales exercises that help the delegates to put a series of smaller skills into practice and learn how to approach sale events as a whole.

In this day-long highly practical course delegates will learn: Why People Buy?

What are sales myths?

What attitudes work best to make the most conversations?

What is the relationship between sales and marketing?

What makes people accept a salesperson’s offer?

What Framework Should You Follow When Selling?

What are the historical approaches to selling?

What steps should you follow explicitly to get results?

How to close a deal with ease?

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What Strategies Should You Follow?

How to overcome objections?

How to produce a convincing presentation?

How to prepare for a sales activity and what should you pay attention to before attending a sales meeting to increase your chances of success?

How to be an ethical salesperson?

What are the historical sales strategies and how have they progressed through time?

What is The Best Way to Structure Your Sales Pitch?

What formula works best?

How to create a loyal customer by delivering a pitch directly targeted at them?

How to respond to a customer’s needs?

How to Use Modern Approaches of Selling?

What are the best strategies to use in business-to-business sales activities?

How to establish rapport and gain the trust of the customer?

What are the differences between modern and traditional sales techniques and how can you take advantage of these new trends?

How does a successful salesperson cope with changes in modern trading?

How to Present Yourself Optimally Using Psychology?

How does first impression work and how to take advantage of it?

How to read the body language of a customer and use your own body language to emphasise key points?

How to improve your listening skills?

How to appear more confident?

Audience: Anyone Prerequisites: None Course Duration: 2 day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Sell using a structured framework and have the right mentality to maximise your conversion Take advantage of modern sales techniques by understanding the difference between the traditional and modern methods Focus on the customer’s needs and pitch your sale from the most efficient angle to get maximum results Phrase your sentences efficiently when selling a product or an idea Sell by focusing on the customer using effective modern selling frameworks Use the power of the brain to optimise your sales activities Read and use body language effectively to enhance your communication skills.

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Selling is a fundamental skill in today’s progressively complicated market. Many new methods and techniques have been developed to prepare salespeople in facing the new challenges of the market, however not all of them are successful in their approach.

The materials in this course have been developed based on the understanding that no single method can be the only solution and that a portfolio of solutions dedicated to different environments is needed.

Delegates are provided with a number of interactive exercises which have proven effective in addressing important principles of selling. Some exercises are extended and repeated at different stages of the course so that participants can review and improve their responses based on feedbacks they have received already and have another chance to go through the exercise again.

Telephone Selling Skills Telephone Selling Skills

this course is accredited by ICM & ITOL 96

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1 Day Training Course Description “When people talk, listen completely. Most people never listen.”

Ernest Hemingway In today’s world, phone calls play an important part in our everyday communications in both personal and professional roles. Phone conversations deny us the benefit of making eye contacts or observing others body language to make our interaction more effective.

Therefore it is of outmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.

The rise of telephone services provided in global call centres and the expectation of consumers to get a good service no matter where they call has resulted in an ideal “etiquette”. This etiquette must be followed and mastered by anyone who relies on telephone conversations as a mean of communication with customers or colleagues. With the popularity of mobile phones people are now available almost anywhere and at anytime and knowing how to handle phone calls has become more important than ever before.

This course contains a lot of materials that covers different aspects of holding conversations on the phone. Delegates will learn how to handle angry or demanding callers, how to establish rapport, how to obtain information or provide it and how to structure their sentences to get maximum results. The course is suitable for handling business or office phone calls, customer service or sales departments and call centres.

The best way to learn telephone skills is by example. The course is packed with examples and exercises. Many guidelines and scenarios are provided to help delegates understand how to handle various challenging situations. The course contains examples on both good and unhelpful phone conversations to familiarise participants with different responses and help them understand ways of dealing with a variety of possible situations.

As with all Synergy International courses, this course heavily relies on Accelerated Learning principles which facilitates the transfer of knowledge as efficiently as possible. The course comes with comprehensive trainer guidelines, workbook and exercises which will help trainers to easily setup an effective learning environment.

In this highly practical course delegates will learn: How to Serve People on the Phone?

What callers want?

What do you want?

What people don’t like about phone conversations?

How to Establish Rapport?

How to connect to callers emotionally?

How to control your tone of voice?

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How to be emotionally skilled?

How to Obtain Information?

How to ask efficient questions to get maximum amount of information?

How to minimise misunderstandings?

How to ask probing questions?

How to Provide Information?

How to present data or guidelines so a customer can easily follow and understand?

What not to do when providing information?

How to Hold Telephone Conversations?

What are common situations you need to handle when on the phone?

How to open phone conversations?

How to answer phones?

How to close a phone conversation?

How to put on hold?

How to transfer?

How to pick up someone else’s phone?

How to Control Your Tone and Your Content?

How to structure your sentences?

How to get around the lack of body language signals?

How to talk with an appropriate rate of speech?

How to Deal with Common Scenarios?

How to respond to angry, demanding or other types of callers?

What strategies can you use when you encounter difficult situations?

How to Listen?

How to exploit the power of listening skills?

What callers want and how to show that you understand their requests?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation 98

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Handle emotionally charged conversations on the phone while staying in control Ask ideal questions from callers to maximise information transfer Handle your phone conversations professionally and leave a positive impression on the other person Handle phone calls based on the types of people you are communicating with Provide information clearly and efficiently while increasing retention and checking understanding Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services Handle challenging scenarios and common situations when interacting on the phone Listen actively to callers and demonstrate that you understand their needs.

The Philosophy Behind Telephone Skills Training Course Making good phone conversations is all about knowing what to say, when to say and how to say it.

All three require examples and a persistent attitude to practice until mastered. The course is designed from the outset to satisfy all three areas. We believe it is critical for learners to see how a conversation can fail before they are told how they should perform it. This is why the courses contains many examples of failed phone conversations in addition to effective and professional conversation suggestions that demonstrate how not to handle a particular situation.

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INDEX

Page 3 4 5 6 7 9 11 12 15 20 21 24 27 30 34 37 40 43 46 49 51 54 57 60 63 67 70 73 75 78 80 83 87 90 93

About Synergy International Programmes From ICM Meet the Team Our Philosophy Short Courses Effective Leadership Project Management Communication Skills Team Building Effective Motivation Coaching skills Creative Innovation Negotiation Skills Presentation Skills Emotional Intelligence Time Management Assertiveness Training NLP Body Language Part 1 Body Language Part 2 Decision Making Skills Report Writing Skills Anger Management Personal Impact Interpersonal Skills Conflict Management Managing Difficult People Effective Meetings Interviewing Skills Stress Management Performance Management Train The Trainer Customer Service Training Effective Selling Skills Telephone Selling Skills

About SYNERGY INTERNATIONAL

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Synergy International is a HR/Training Consultants, specialising in the areas of Occupational Learning & Accredited Education. We are accredited agents for some of the world’s leading accreditation bodies. We offer training programmes that are based on best practiced standards that are globally accredited. We act as training consultants to:- Other Training Providers, Universities and Training Centres and Companies throughout the modern world. Synergy International offer bespoke training consultancy, management training and professional development services worldwide through our network of qualified accredited training consultants.

We take time to understand your exact training and development requirements and then match these to the experience and skills of one or more of our training consultants whose backgrounds cover a wide range of industries within the private and public sector. With your specific brief in mind, we will then offer you a personalised training consultancy service that will exceed your expectations and comfortably fit your organisation's culture, timescales and budget.

HR Resourses So whether you need help in developing the right training strategy or to equip you with the talent and skills necessary to be successful in today's global market; need staff surveys conducted to reveal training needs or motivational issues; or require additional resources in HR and Training with specific in-house projects, we can be of real service to you. Listed below are some examples of the consultancy services and products we can offer you.

• • • •

Training Surveys Training Strategy Training Materials Finding Potential

Whilst many HR and Training departments are fully stretched providing a professional service to their companies we recognise the need for fully qualified and adaptable training consultants to undertake HR and Training projects that are integral to the success of the business. At Synergy International we offer a truly professional HR and Training project management service to meet your specific needs and will work seamlessly with your HR team. Examples of projects we have lead and managed on behalf of our clients include: • • • •

The customisation of an on-line recruitment system or strategy The acquisition of the Investors in People for ISO awards Facilitation of Departmental Action Plans following an Employee Opinion Survey Facilitation of in-house specialist knowledge into the production of operational training materials and processes

In-House Training Surveys We produce in-company surveys to more thoroughly understand your organisation's training needs. After an initial discussion with you to understand your specific requirements, we will design a customised survey and provide you with the analysis, reporting and feedback service that helps 102 © Synergy International A Registered International Company in the UK Registration No 7052579

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you measure the business or training need. So whether you wish to address motivational issues within your workforce, canvass employee opinions, identify specific skills gaps or evaluate the return on investment from a training programme, we can help you.

Training Strategy We have a number of highly qualified and experienced training consultants with previous experience at developing and implementing successful training strategies within business. Using their breadth of experience, we offer a consultancy service that can help you to develop the best training strategy that will meet the real needs of your business in a truly integrated manner.

We can also help and advise on how best to plan, implement and evaluate a training and development intervention that you are starting to ensure that you achieve the best results in the most cost and time effective way. Before we conduct the training we ask future delegates to sit an online personality test. This will provide an insight in to the individual’s learning style. We use bench marks and international standards from around the globe that guarantees the skills and competencies are met.

Training Materials Training Materials by Synergy International high quality training materials for trainers,

Our training materials have been designed to include all of the necessary information your students need to know, so that their learning experience is unique and successful. Using Synergy training materials means internal training has never been so easy or readily available. Synergy’s training materials include everything you need to start training your students right away. We have included instructor guides, pre-assignments, student workbooks, exercise workbooks, Power Point slides, handouts and much more; all of which have been designed to give your students the opportunity to develop essential skills for the benefit of your company.

Synergy’s training materials are fully customisable, meaning we’ve given instructors the flexibility of editing the course content to meet your organization’s training needs. At Synergy international we understand the time and effort it takes instructors to develop proper training solutions that work, and that provide results. Instructors can customise the training materials to showcase their own company or organizational logo.

Finding Potential FindingPotential is a range of assessment products offered free of charge to Synergy International clients.

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hours every year recruiting new staff. Our dream is to change the obsession with recruitment to an obsession with retaining and engaging the people already employed. As ever, this conversation almost always comes down to money. In the UK it is estimated that between £60 million and £100 million is spent every year on tests of one sort or another. By providing great quality questionnaires free of charge we hope that organisations will spend the money saved on retaining and training the people they already have.

We offer compleate free physometric testing inculding:• • • • • •

Personality Tests Management & Leadership Styles Questionnaires Sifting Questionnaires Ability Testing Engagement Questionnaire Full 360 Report

We offer FREE resources for trainers • • • •

Free Online Personality Tests. (Link all with membership registration) Free Training Materials Free in Company Survey Free use of our library Facilities

Just Register go to our web site www.synergy-international.net and we will send you our link.

Whatever the training consultancy needs of your company or organisation we can provide the services and solutions to help so contact us today.

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PROGRAMMES FROM ICM The Institute is the leading professional body for Commercial and Business Development Managers.

Supporting career and personal development as well as mobility, the Institute’s educational programmes and qualifying examinations provide recognised qualifications for commercial management and business development staff working in the following key industry sectors:            

           

Aerospace and Defence Construction Facilities Management Financial Services Government Information & Communication Technology Manufacturing Petrochemicals Pharmaceuticals Telecommunications Utilities Retailing & Distribution

Membership is open to those who complete the relevant degree level qualifying examinations. The Institute is also a recognised international examining and awarding body for students undertaking general business and management studies and examines and certifies candidates to an internationally consistent standard.

Accreditation The Institute of Commercial Management benefits from full recognition by the regulators of external qualifications in England – the Office of the Qualifications and Examinations Regulator (Ofqual).

About Ofqual Established as a result of a decision by the Secretary of State for Children, Schools and Families in September 2007 to set up a new independent regulator of qualifications and tests, Ofqual was created as an interim regulator within the existing legal framework.

It began work in April 2008, with responsibility for carrying out the regulatory functions of the Qualifications and Curriculum Authority (QCA). Legislation formally establishing Ofqual as a separate statutory organisation, reporting directly to Parliament, is expected to be in force from late 2009.

Until this time, QCA’s Board retains legal responsibility for the discharge of its regulatory functions and the exercise of those powers.

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ACCREDITING YOUR PROGRAMME Accrediting your programme: We are able to create a totally unique accredited programme for you. We can take an existing programme or develop one with you that can be accredited up to a level 5 (post graduate). The programme can even contain internal training that you already deliver alongside our external involvement. The programme for example could be designed for managers where we could include modules relating to management, project management, customer service, time management, equality and diversity, employment law and so on. Each module would attract a questionnaire, an action plan, trainer observation record, assignments (to be completed before the next module) to prove the learning. Once all this work has been completed the information is sent to our internal moderation team for first checking, once approved the information is externally moderated by the ICM, from there the delegates will receive their credit for learning at the pre arranged level. The programme can be branded with your company information and also titled to you e.g. SAMBA Training UK Management Development Programme - Level 4Development costs for the programme are on a case by case basis, but are not usually that expensive as we already hold a great deal of course information already.

So if you would like to have your own accredited training programme built, please contact Synergy International today.

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MEET THE TEAM

Dr. Stephen Byrd (UK & Middle East Managing Director /Tutor

Professor Martin Leonard (UK & Ireland) Vice President & Instructional Design / Tutor

David Lawrence MSc PGCE Finance Director / Tutor

Lamar Urby (USA & China) Business English & Marketing /Tutor

Dr. Ian Miller (Canada) International trade /tutor

Dr. Kim Lu (Singapore) HR Director/ coordinator

We have 26 tutors/associates all of whom are members of either:- I.T.O.L (Institute of Training & Occupational Learning) or are members of the ICM Institute of Commercial Management). Each member of our team must have a minimum of two years teaching experience in his/her specialised core area. We have 32 core programs, which we offer in the way of short courses. Delivering approximately 4 programs a month.

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Our Philosophy Our Philosophy We use the term Skills Based Training (SBT) to describe this philosophy. i.e. Delegates must be able to do (as well as know) something, after the training, that they could not do before.

Skills based training is concerned with TWO main elements, i.e. The Content and equally importantly the Delegates.

Our content is always tailored to our Clients needs; therefore we do not necessarily base it upon any particular models, for two very sound reasons.

C. There are many, many models, from which we select the most appropriate D. More importantly every Client is unique; therefore we only decide which models to use after we know & understand our clients’ needs.

Our Training is underpinned by 3 well established, well researched, and world changing principles.

They are: 4) Experiential Learning 5) Action Learning 6) Learning Styles 4) Experiential Learning – by Dr David Kolb Kolb says that people learn while doing. That is why our Programmes follow a four step process that is based upon; Theory, Practice, Feedback and Implementation.

5) Action Learning – by Dr R RevansSimilarly, our training is informed by Revans' principle of making the learning directly related to the workplace . Therefore our role plays and simulations are always based on real life situations.

6) Learning Styles (by Drs Peter Honey and Alan Mumford). We accept Honey and Mumford’s theories on learning styles and understand that delegates will be either Theorists, Activists, Reflectors and Pragmatists And we ensure that our delivery styles accommodate this.

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OUR ACCREDITED COURSES

LEADERSHIP Skills TRAINING Leadership Skills this course is accredited by ICM & ITOL 109 Š Synergy International A Registered International Company in the UK Registration No 7052579

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3 Day Training Course Description “The first responsibility of a leader is to define reality. The last is to say thank you. In between the two, the leader must become a servant and a debtor. That sums up the progress of an artful leader” Max DePree What does it take to become an effective leader?

Is leadership a natural talent or acquired skills?

Is management the same as leadership?

What are the differences between tactical and strategically planned leadership styles?

If you are looking for an answer to any of the above questions, then you are in the right place.

This course offers effective skills and practical solutions for successful leadership. Detailed course materials, exercises and a comprehensive action plan at the end of the course will maximise your learning and allows you to take full advantage of these newly acquired skills once back at work.

This course also aims to help you in:

Inspiring your team Assessing the needs of stakeholders Spotting the trends quickly and effectively Influencing the key people Increasing team creativity Managing risks Exploiting opportunities Effective leaders have acquired a set of skills and developed behaviours that set them apart from others. Successful leaders inspire and motivate people. They have the ability to create a vision and transfer it to those around them. They encourage hope, positivity, ambition and compassion. They are good communicators; know about planning and more importantly they can manage people. While all good managers are not leaders, all successful leaders certainly know how to manage people.

Good leaders have strong values, defined goals and clear plans to achieve those goals however they are pragmatic and embrace the change.

Their flexible approach allows them to change their strategy and even beliefs to deal with different situation and unexpected developments especially in times of crisis. They are good problem solvers and encourage creativity, confidence and determination in their staff to 110 © Synergy International A Registered International Company in the UK Registration No 7052579

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overcome setbacks and problems. Although skills are an important part of making a strong leader, it is the behaviour that often marks a successful leader. Great leaders show integrity, enthusiasm, determination, confidence and wisdom. They understand people’s needs and group characteristics. They appreciate hard work and reward it accordingly.

By the end of this course you will be able to:

Lead your team and achieve results Understand the relationship between stakeholders, clients, team members and you Influence people in the right direction Communicate effectively with team members Coach and develop your team so that they operate at their peak Think strategically and align your team with company's mission

Achieve results through people The Philosophy Behind Leadership Skills Training Course We have been running this course for many years and it has been quite successful. We have implemented numerous changes and modification over the years based on the feedback we have received from our delegates.

The training materials you receive are up-to-date based on the feedback we have collected.

The 3-days course is designed to prepare the delegates for a leading role. We usually get two kinds of delegates. Some have an office work, are quite busy and have managers that are quite busy as well and they are sent to a training session on leadership so they can take a leading role and offload some of the work their boss had to do. Others have found themselves in a leading role, and now want to master the art systematically so they can lead better.

The course is designed to accommodate both types by teaching them about people personalities, bad leadership habits, and correct mentality. It is well understood that being told what to do is not as effective as actually carrying it out. Hence, the course uses extensive exercises to engage the delegates and put them artificially in a similar situation at work. Their performance can be observed by the tutor in this controlled environment and scored and evaluated based on the instructions given. The tutor can easily provide feedback and emphasise learning points and move on to the next topic. This way, the delegates have a higher chance of learning and remembering the concepts thought.

Our experience shows that delegates who went through this course were extremely positive about their experience and also thought the course was more like a coaching session were their needs were specifically addressed and they received a tailored training session. Indeed this is the direct result of the design of the course which is based on Accelerated Learning and Modern 111 Š Synergy International A Registered International Company in the UK Registration No 7052579

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Coaching Skills. Comprehensive instructions are given for tutors so they can walk through this course to get similar results.

PROJECT MANAGEMENT Project Management this course is accredited by ITOL 2 Day Training Course Description “Be prepared, luck is where preparation meets opportunity.”

Randy Pausch Many companies are realizing that the traditional project management principles are no longer applicable in today’s extremely dynamic and demanding environment. A fixed approach of planning is no longer a good method since it is very difficult to anticipate everything in advance and respond to it in the plan.

Instead, more agile planning methods are required to accommodate for changing markets, technology and resources over the course of a typical project.

As a result, new project managers must be systematically thought on best practices and established management techniques. In this course, you will understand the role of project manager as a broker of information. The emphasis here is on the day-to-day running of a project as opposed to leading a team using emotional skills. You will learn how to manage time, resources, cost, risk and quality using a variety of practical hands-on exercises. This course includes the following topics: Mission

Differences between a project and your daily tasks?

Project Management versus Team Leading Setting up project objectives and constraints Identifying scope and ultimate goals Stakeholders and clients roles in project objectives

Project Planning

Project life cycles & planning models Introduction to planning tools Work breakdown structures Deliverables 112

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Estimating time and cost Resource allocation and management Setting up Gantt charts Precedence networks Risk management Creating contingency plans Effective documentation system

Project Progress Monitoring

How to monitor performance and measure progress against objectives How to keep track of new issues as they are discovered and eliminating them Effective decision making Quality control procedures

Handling Clients and Stakeholders

Effective communications Influencing key people Keep your clients updated Manage requests for change

Handling Team Members

How to give effective feedback How to have a productive meeting How to maintain rapport with team members How to motivate the team and keep them committed to the project’s mission How to boost creativity

Meaningful Meetings

How to manage a meeting to get everyone’s input How to capture what is discussed Effective brainstorming Meeting frequency

Project Close

Stakeholder Acceptance Final documentation before closing down Marketing

Audience: Anyone new to project management who wants an effective introduction to its basic principles.

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Course Duration: 2 Days Course Level: Beginners & Intermediate We can use the Project Management course in combination with Leadership Skills and Team Building for a package on 5-day team management course.

By the end of this course you will be able to:

Manage resources of your project Monitor the progress of your project against targets Use Work Break Down Structures (WBS) to plan a project efficiently Handle team members and motivate your team Boost creativity systematically Manage efficient meetings to increase efficiency Maintain rapport

Manage change to project requirements The Philosophy Behind Project Management Training Course The best way to know what to teach in a project management course is to have some previous experience of dealing with both small and large scale projects. At Synergy International, we continuously deal with projects and we know what it takes to quickly release products and meet deadlines. Our motivation in designing this course was to put together the most critical tricks of the trade in a training package so Project Management trainers can quickly pass on the skills to people who need them.

In our experience, there are usually three kinds of delegates: 4. One type consists of people who are good at what they do. Their potentials have been discovered by their superiors and they are encouraged to move up the chain. They might be sent to a course as a reward or as a preparation for their managerial role. They may not know a lot about project management, but they could be very good in their respective fields.

5. Another type of delegates attend project management course because they have always learned everything on the job and didn’t have any formal training. They are usually quite energetic, are good problem solvers and keen to know everything. Unfortunately, they might have developed bad habits already which must be addressed.

6. A third type comes to the course on their own initiative to learn more. They have already managed projects, know a thing or two about Gantt charts, budgets, work packages and so on but may not be familiar with more elaborate topics such as critical path analysis and risk management. They may also need help in fields such as meeting management especially in dealing with strong characters.

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When designing the Project Management course, we considered all of the above types of people and sequenced the content in such way that all of them could benefit from the course. One of the keys in achieving this objective is exercises. Case studies on all levels can keep everyone challenged at the right level while creating an environment where more experienced delegates can pass on their expertise to those who are less experienced. This provides an ideal environment for you as a trainer where delegates are encouraged to do most of the teaching and learning under your careful observation and guidance.

Communication Skills

Communication Skills this course is accredited by ICM & ITOL 2 Day Training Course Description “The single biggest problem in communication is the illusion that it has taken place.”

George Bernard Shaw As social entities, we spend a lot of time and effort in communication with others. Mastering the art of communication increases our chances of success in both professional and personal lives.

Any performance improvement here will directly lead to benefits for your team, your job and your personal life. Communication skills can be learned and mastered through persistent practice.

The Communication Skills Training Materials offered by Synergy International focuses on core concepts vital to successful communication such as Styles of Communication, Effective Listening and Questioning Skills, Assertiveness, Empathy and more. To master communication skills, extensive interactive and hands-on exercises are provided during the training course which encourage learning and increase the delegates' confidence.

This course has been designed to accommodate two types of delegates with different communication needs; one group are co-workers who already know each other and want to improve their intercommunication skills and the other group are those delegates who don’t know each other or have not worked in the same team before.

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This group could include anyone from newly employed floor worker to managers, executives and team leaders. The course contains various optional content that you can use to tailor the course based on your delegates' needs.

In this highly practical course delegates will learn: Communications Styles

What is an ideal communication?

What are different styles of communication?

What are the 4 orientations in communication and how does each person’s style impact their communication with you?

Interacting with People

What does it mean to be assertive and how can you achieve it?

How to provide feedback to others so they take your word seriously?

How can you avoid appearing aggressive?

How to use systematic methods to evaluate what you know about yourself and what you know about others?

How to learn which areas you need to work on to improve yourself based on other people’s impression of you?

Questioning Techniques

How to ask the right questions at the right time?

How to get what you want and stay friends?

How to address uncomfortable issues and prepare others to open up to you?

What are the differences between open and closed questions and how can you take advantage of each?

How to seamlessly guide a conversation towards the direction of your choice?

Misunderstanding

What causes misunderstanding?

How can you minimise misunderstanding?

How can stereotyping affect your communication?

How to use active listening to gain rapport and commitment?

When should you use first person sentences when communicating with others and when should you use second person?

Empathy & Emotional Intelligence

What is the effect of empathy on communication?

How to use a simple empathic technique to construct sentences based on what you hear from others and make an empathic communication?

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Telephone Skills

How to handle phone conversations?

How to put people on hold?

How to transfer a phone call to someone else?

How to end a phone call?

Body Language

How can you read people through their body language and understand their motives better?

What gestures should you be aware of?

What are the differences between open and closed body gestures and how do they impact your communication with others?

How to spot lies?

How to control your voice to get maximum effect?

Audience: Anyone Prerequisites: None Course Duration: 2 Days Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Use different communication styles when needed based on circumstances Express your ideas assertively, confidently and precisely Ask the right questions for the right reasons Discover what you know about yourself and how others think of you Avoid misunderstandings and overcome communication barriers Empathize to establish trust and communicate effectively Deliver your potentially negative message and get a good response

Read and interpret body language and gestures while communicating with others The Philosophy Behind Communication Skills Training Course A communication is successful when a message has been send and received without much distortion. Messages conveyed badly by the sender or misinterpreted by the receiver prevent ideas and thoughts to be expressed correctly and causes much confusion and misunderstandings.

The aim of this course is to minimise such distortions. By focusing on subjects such as body language, listening techniques, effective questioning, self exploration and empathy delegates gain a better understanding of the role played by each one of such concepts in making or 117 Š Synergy International A Registered International Company in the UK Registration No 7052579

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breaking communication.

In addition to embracing principles of successful communication, this course contains a variety of effective exercises and group activities which have been proven to encourage learning ability and help increase information retention.

TEAM Building

Team Building this course is accredited by ICM & ITOL 2 Day Training Course Description “A group becomes a team when each member is sure enough of himself and his contribution to praise the skill of the others.”

Norman S. Hidle Great products and services are made and delivered by great teams. Working in a successful and happy team is extremely satisfying. The cooperative atmosphere, the ease of achieving big results and the sense of significance of belonging to a successful team is very appealing. Working as part of such optimal teams is 118 © Synergy International A Registered International Company in the UK Registration No 7052579

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the dream of any individual and organisation.

This course focuses on transforming a group of people to a team of motivated individuals who work smoothly towards a common goal. Delegates are introduced to the concept of Team Roles and explore different ways of recognising and establishing their roles within the team. This knowledge enables team workers to manage their roles and responsibilities in the team and avoid gaps or overlaps in roles.

This course accommodates two needs: 3. Your first option is to teach a series of theoretical learning points about an ideal team followed by exercises.

4. Your second option is to get a number of people participate in a series of exercises so that they accumulate a shared experience and end up feeling more as a team.

With the content provided in this course, as explained below, you can achieve both options. The first model is ideal for members of a team who have worked with each other in the past and now want to streamline their communication and eliminate bad habits that might have developed.

The second option is more ideal for a newly assembled team.

In this course delegates will learn: Ideal Teams

What are the advantages of working in a team and why should you care?

What are the three core management responsibilities and what does this mean for team members?

What three elements should be addressed to avoid ending up with a dysfunctional team?

Team Life Cycle

How teams progress over time?

How quickly can teams go from one stage to another towards the ideal team?

What are the ideal leadership styles for an ideal team?

Team Roles

What roles can each team member take and how does this affect the rest of the team?

What are the positive and negative qualities of these roles?

What are the examples of these roles?

What combinations of roles do you need to have in an ideal team?

Which types of people are ideal for which types of roles?

Network Effect

How to visualise a team’s communication channels?

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How to identify isolated, overloaded, under-loaded, critical and other types of members?

What does this mean for a team?

What are structural components of a team and how do they contribute to a team’s success?

Emotional Intelligence

How does IQ compare with EQ in teams?

What is empathy?

How to deliver an empathic communication?

How to give and receive feedback?

How to praise?

How to take advantage of non-verbal communications and body language?

Team Coaching

How to systematically manage teams based on their maturity?

How to encourage teams to solve problems collectively?

How to increase a team’s efficiency using peer-to-peer and management coaching?

What techniques to use to increase bonding, trust and professionalism in teams?

A team building course is about getting people to interact with each other. As a result the course is designed to teach the theory through practice. Every concept explained in the course is followed by a relevant exercise which a trainer can use to further emphasise a key point.

The course contains more than 20 practical exercises that a trainer can choose from to tailor the course based on the delegates’ needs. Delegates will have a chance to participate in exercises on subjects such as coaching, cooperation, problem solving, trust and emotional skills. The exercises include 12 optional activities which can be used to extend the course further or to focus on specific areas based on delegates’ needs. These exercises can be used to increase the bonding between team members through shared experience or collective problem solving. All exercises are exclusive to this course and each exercise has been designed specifically in line with a concept vital to the making of a successful team.

By the end of this course, delegates will learn how to communicate with each other to get better results, how to think beyond the little details and think of the main objective, how to support each other using emotional skills and coaching skills to provide feedback and increase trust and reliability throughout the team.

Audience: Anyone Prerequisites: None Course Duration: 2 day. The course contains an extra 12 exercises (in addition to dozens provided as part of the main course) that you can use to either extend the course to more than one day or to optimise it based on your needs.

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Course Level: Beginners & Intermediate Update: Based on customer requests, the following is the list of exercises available in this course.

E49: How Was Your Team E50: Qualities of the Best Team E51: Analyse Your Team E52: Team Participation Skills E53: Team Coaching Questionnaire E54: Measure it on the ForceField Scale E55: Belbin Team Roles E56: How to Balance Your Team E57: Form a Continuum E16: Johari Window E58: More About Us E59: I Have the Best Staff E60: Please Cross the Line E61: High Stakes Bidding Contest H16: Coaching Form E69: Facial Expressions E62: Build The Highest Tower E63: Avoid the Lightening E64: Don’t Break the Egg E65: Stepping Stones on Lava E66: The Ultimate Team E67: Cooperative Piping E68: Turn the Sheet Over

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

Identify how teams progress overtime and how does this impact team members and the leaders’ leadership style Evaluate a team’s balance based on Team Roles and use systematic methods to enhance the efficiency of a team’s intercommunications Use empathic communication and increase your understanding of emotional skills Deliver constructive feedback and praise efficiently while paying attention to both verbal and non-verbal communication Discover what you know about yourself and how others think of you Coach systematically to help others achieve more and become their trusted team member.

The Philosophy Behind Team Building Training Course Despite the discovery of concepts such as Team Roles and Personality Types and their importance in constructing a successful team in the past century, we still come across many 121 © Synergy International A Registered International Company in the UK Registration No 7052579

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teams which are put together in an ad hoc way. It is possible and indeed common to see a group of individuals working together based on their expertise and previous experiences but without any considerations for their intercommunication skills, team working abilities, personality types or work ethics.

Each individual in such so called teams often have his own objectives to achieve regardless of the collective goal of the team. The aim of this course is to introduce concepts and methods necessary for forming a successful and harmonious team in which team members enjoy their work and strive towards accomplishing a common goal.

Team building courses can be delivered in different ways and focus on a variety of concepts all significant in improving and maximising team efficiency. Some trainers focus more on core principles behind successful teams, emphasising on common goals and objectives while others insist on interpersonal relationships between team mates, communication skills and team bonding activities. This course has been designed with all the above principles and methods in mind. We have attempted to satisfy all these needs by presenting a course which touches on all core values behind successful teams while including a vast number of interactive and entertaining exercises.

Motivation skillS

Motivation Skills this course is accredited by ICM & ITOL 122 Š Synergy International A Registered International Company in the UK Registration No 7052579

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1 Day Training Course Description “Not all dreamers achieve, but all achievers dream.”

What is our life all about? What is it that we ultimately try to achieve? Our mission statement defines who we are and what we want to do in life to feel fulfilled and happy.

Knowing your mission statement deserves a fair amount of time since it will lead to a lot of benefit. Research shows that most people don’t have stated missions, let alone written goals.

However, in order to know your mission and what you want to do in life, you need to be able to creatively think about it so you can come up with new ideas. Once you have decided what you want to do, you may need to take steps to persuade others to follow suit or ask them to help you out in your mission.

The purpose of this course is to combine these three related fields, motivation, persuasion and creativity and prepare you for your life’s journey to achieve what you set about to do.

If you have staff that you suspect are bored or don’t quite know what they want in life, this course can greatly help them to systematically analyse their life and feel excited about it which will increase their throughput.

Motivated employees are known to be more focused and productive. This course aims to increase the productivity of individuals by teaching them a number of tools that they can easily use during the course or even after the course to understand themselves better.

Notice that unlike many other courses that focus on preaching, emotional bonding and group hugging, this course teaches a set of step-by-step guides and provides tools that delegates can use to increase their knowledge about themselves and others systematically.

The tools on creativity help delegates to come up with many new ideas quickly and effortlessly.

In our experience, this technique has proven to be much more effective than delivering a speech and then asking them to close their eyes and think of what they want to do in life. Accelerated learning, interactive exercises and upbeat atmosphere helps the delegates to quickly explore many areas and feel the energy of achieving something new.

The course contains a variety of related topics that further help the delegates. Delegates will get to practice brainstorming with other group members and understand how new techniques can empower team members to work cooperatively & creatively together. In addition, delegates will learn a number of techniques to become more productive and learn how to avoid 123 © Synergy International A Registered International Company in the UK Registration No 7052579

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procrastination.

Another important topic covered in this course is how to persuade which is an essential skill in today’s business world. With new psychological techniques delegates can start to get results immediately. For example, delegates can use novel methods such as NLP to improve their persuasiveness by using simple mind reprogramming techniques rather than following time consuming traditional methods. Delegates also explore principles of persuasion and explore what it takes to convince others of their ideas or products.

In this highly practical course delegates will learn: Goal Setting

How to setup your mission statement in 8 clear steps?

How to come up with new goals?

How to use your mission statement systematically to decide what you want to get from life professionally and personally?

What is the impact of goal-oriented thinking on your productivity and satisfaction?

How to identify your roles and balance your life based on them?

Motivation

What is the cycle of decision making and how can this help you to decide?

How to avoid procrastination?

What are grand presuppositions and how can they help you to get more out of life?

How to increase your self-confidence and create a positive mental attitude?

Persuasion

How does persuasion work?

How people get motivated and how can you use this knowledge to persuade them?

How to structure your sentences to persuade others?

What are the most persuasive words to use in different contexts?

How to use positive psychological methods such as NLP to boost your confidence?

How to persuade others using the 7-step persuasion technique?

Creativity

What is creativity?

How to use a simple, yet powerful technique, to come up with many new ideas quickly?

What are creativity show stoppers and how to tackle them?

How to fully take advantage of your brain power to come up with new ideas even when you are not directly engaged in thinking about them?

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Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Draw up your mission statement and know what you want in life Avoid putting aside a task and get it done, finally!

Use tools and methods to become more creative Maintain the correct mentality with long term strategic thinking when interacting with others Convince others of your ideas or products comfortably & systematically

The Philosophy Behind Motivation, & Creativity Training Course This course focuses on three important and related topics: Motivation: You must know what you want in life. Without having clear goals, there is no point in learning any new skills. Without goals you will be going nowhere or worst, you will be heading towards the wrong direction. A third of this course focuses on goal setting and goal finding.

Everyone knows that they need goals but a de-motivated person doesn’t know how to find it.

This course is not about preaching the delegate on the merits of goal finding. Instead, it uses a completely indirect approach. It teaches them techniques that will enable them to learn more about life and their interests. The more they expand their thoughts, the higher the chances of finding that they their ultimate goals.

This approach also makes it easy for you as a trainer to avoid giving lengthy speeches and instead focus on practical and easy to follow techniques that have proven quite effective for such applications.

Persuasion: Building on the goals, delegates focus on a few techniques to expand their abilities on influencing others. It covers certain NLP techniques as well as concepts such as confidence and relates back to motivation. Knowing how others are motivated greatly helps delegates to master the art of influence.

Creativity: The glue that combines these methods is creativity which allows delegates to think out of the box and find novel solutions to problems in a systematic fashion. Simple yet power guidelines and techniques help the delegates, especially those who don’t think of themselves as creative, 125 Š Synergy International A Registered International Company in the UK Registration No 7052579

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to give it a try. The creativity techniques and methods discussed in this course will increase delegate’s confidence in their abilities as it will make them better at idea generation and problem solving.

Coaching skills

Coaching Skills this course is accredited by ICM & ITOL 2 Day Training Course Description “There is no such thing as failure. There are only results.”

Anthony Robbins Coaching is increasingly becoming one of the most sought after and important skills for anyone in a work environment. It is a skill that no manager can live without. The days of direct commands from managers to their employees are long gone. The importance of inspiring and guiding employees to realise their abilities and discover their power and responsibilities can no longer be ignored. This is why any successful company is now deeply interested in formal and informal coaching carried out continuously in the workplace.

Coaching is not limited to managers and team leaders. Coaching skills are essential in helping and inspiring your colleagues, friends and family. This course focuses on the latest proven methods of coaching and covers important topics such as structuring effective communications, successful questioning methods and active listening techniques, the GROW model, human behaviour, motivational conversations, giving feedback or praise and many other relevant topics.

Coaching Skills course will introduce you to the mentality of successful coaches, the effective methods of managing resistive or defensive coachees, the ability to control your emotions and to use others in inspiring and directing them towards achieving their goals.

We have always been told what to do by our parents, teachers, boss or even our colleagues.

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teach you about sound and fundamentally proven coaching techniques which promise clear vision, measured objectives and great results for coachee.

We know the best way to learn is by examples and hands-on experience, therefore this course is packed with effective practical and interactive exercises which would help you to quickly grasp different aspects of a well-delivered coaching session. Many questioning examples, scenarios and case studies are also provided throughout the course.

In this highly practical course you will learn:

What is coaching all about?

What is the difference between coaching and other kinds of instructional methods?

How should you sequence your coaching? What should you talk about first and so on?

What are the principles of coaching that you must adhere to?

How to assess the coachee and provide valuable guidance?

What is formal and informal coaching and how do they differ?

What are the best formal systems of coaching and how can you implement them at work?

How can you integrate your coaching with HR performance appraisals?

What is GROW model?

What kind of questions should you ask in each stage of the GROW model?

How to overcome internal barriers while coaching?

What is Inner Game?

How to encourage others by pressing the right buttons?

What types of questions can you ask and what are their pros and cons?

What are the main human needs? How to benefit from a variety of behavioural models to predict and motivate others?

How to raise the awareness of a coachee?

What kind of questions are ineffective in coaching and why?

How do humans learn and how can you use their natural learning habits while coaching to get maximum results?

How to overcome resistance to change or coaching?

How can you use coaching in line with your management responsibilities?

What results do you obtain from asking each type of question and how can you use this knowledge to coach?

How to give effective feedback?

Audience: Anyone Prerequisites: None Course Duration: 1 or 2 days. The course contains a lot of content for just a single day and there are many practical exercises that can easily be extended to cover more than one day.

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Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Employ coaching principles in your environment and maximize others’ efficiency Use the GROW model to coach, question and guide a coachee Ask questions to maximise the efficiency of the coaching session, raise awareness and open up new possibilities Influence others through understanding basic human needs

Provide effective feedback to coachees and overcome any potential resistance

The Philosophy Behind Coaching Skill Training Course Coaching is a hands-on experience and the best way to master this skill is through practice. This course covers many theoretical aspects of coaching, though each theoretical part is systematically complemented with appropriate exercises and case studies so that the delegates can see for themselves what they are supposed to do when coaching.

Coaching skills is not only limited to managers, it is a skill applicable to everyone in any setting.

These skills can be used to connect with others and to inspire, motivate and Guide them in overcoming their problems and getting results. This course allows you to understand more about human psychology and learn how to ask the right questions and correctly share your opinion with others.

Since coaching involves guiding others, this course also includes comprehensive materials on human motivation and learning principles so that the learner can become familiar with the full range of topics necessary when dealing with others.

Contrary to people’s belief, a coach doesn’t have to know everything about a topic to be able to help. You don’t have to be the best tennis player in the world to be able to coach a tennis player.

This also applies to the business environment. This course shows the delegates that, indeed, by asking the right questions, they can be an effective coach without the need to know more about the domain than the coachee does.

Using a range of practical exercises, delegates get to practice their coaching skills on each other and also work through exercises designed to increase their retention rate and help them memorise various techniques thought in the course.

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creative & innovation TRAINING Creativity and Innovation this course is accredited by ICM & ITOL. 2 Day Training Course Description “Imagination is more important than knowledge. For while knowledge defines all we currently know and understand, imagination points to all we might yet discover and create.”

Albert Einstein The recent significant progress in technology has increased our communication and reach and this has made the environment highly competitive. To survive in this competitive market, people need to do everything they can to stand out and win or risk falling to the bottom. It is now clear that those who innovate and use creativity in their roles in just about any job stand to succeed while those who don’t use all the resources at their disposal may be overrun by others.

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mastered and channelled towards specific goals with incredible results. This one-day course attempts to teach people how to be creative using specific set of tools and techniques.

Significant research and studies have proven that such techniques will increase individual’s creativity.

Innovative organisations don’t rely on geniuses to create the next best product or service.

Instead, they work hard to create an innovation-friendly environment that energises the staff and helps to bring the best out of everyone.

This carefully designed course contains several step-by-step guides to teach delegates how to increase their creativity. The workbook and the trainer notes contain everything a trainer needs to teach delegates about creativity. You can’t learn creativity unless you practice it. Extensive exercises with detailed instructions allow the tutor to guide and monitor the delegates in exercises based on the techniques discussed in the course. Optional exercises are also provided to train those delegates working within a team on creative brainstorming and problem solving. .

In this highly practical course delegates will learn: Introduction to Creativity

How can you be innovative?

What is the relationship between creativity and intelligence?

What are the tenets of creativity?

How to put yourself in a position where you can benefit most from the unexpected?

How to be aware of issues on predicting the future based on the past and how does this relate to creativity and innovation?

Principles of Creativity

Why do you need to separate idea generation from evaluation and what does it mean in practice?

How to create as many ideas as possible in the shortest amount of time?

What is Confirmation Bias and how does it relate to creativity?

How to identify and avoid bad habits to increase the likelihood of coming up with novel ideas?

How to expand the search space of possibilities systematically without getting drowned?

How to avoid patterned thinking?

How to avoid negative thinking?

Process of Creativity

What are the 4 stages of creativity and how can they help you to come up with novel ideas quicker?

What is Expanding Problems Technique?

How to manage risk?

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What kind of attitudes can kill creativity and how to avoid them?

Creativity Techniques

How to think in groups to use everyone’s inputs efficiently?

How to take advantage of random?

How to use opposites to create a large number of associations and produce new concepts?

How to take advantage of the immense visualisation power of the brain and create many associations systematically and with ease?

How to combine the power of matrices, opposites, tree diagrams, related keywords, etc. to systematically search the space of possibilities and generate new thought?

How to ask questions from yourself or from others to increase the chances of coming up with better solutions?

How to encourage others to look beyond the status quo using a systematic tool?

How to use provocation and challenge to generate new ideas?

Audience: Anyone Prerequisites: None Course Duration: 1 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Identify principles of creativity, innovation and serendipity to increase your productivity and imagination Mind Map to increase your creativity, memory and knowledge capturing productivity Approach creativity in a step-by step process and use proven practices to increase your inventiveness Use several techniques to quickly create a large number of options and alternative solutions to your problem using a systematic approach Use lateral thinking techniques and indirect approaches to increase your creativity Find the root cause of problems efficiently using a systematic approach Use the Six Thinking Hats technique to increase the efficiency of brainstorming sessions of any kind

The Philosophy Behind Creativity and Innovation Training Course This course contains several popular creativity techniques that have passed the test of time and are truly effective. We use these techniques extensively ourselves and we like to preach what we practice. Our experience shows that a large number of people believe that creativity is something you are born with. This group of people therefore think that they don’t have the talent or the potential necessary for creative roles.

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The good news is that you don’t have to be an artist to be creative. Just learning this point is enough to catapult an individual forward to achieve a lot more than they ever did by starting to use everything their brains offer.

Lack of awareness and training about creativity tools and techniques means significant loss of resources for many organisations. Steps can be taken to unlock employee’s creative powers through effective creativity training which explains the concept of creativity and innovation and changes individuals’ perception about these topics. As a result of this observation, this course is specially designed to help people become significantly more creative by following systematic step-by-step techniques that are easy to understand and execute. In other words, the techniques help delegates to forget their perceived weakness in creative tasks and instead focus on following a structured process.

The result is that magical creativity is achieved through as specific process and not through a person’s genius capability which might be perceived as non-existent. These techniques increase the delegate’s confidence and they in turn become better at traditional creative tasks. The more confident they feel, the easier it is to free themselves from erroneous perceptions.

This course contains a variety of techniques to accommodate all tastes and addresses many angles. If used correctly (and passionately), even a single technique is enough to achieve creativity.

negotiation Skills

Negotiation Skills this course is accredited by ICM & ITOL. 2 Day Training Course Description “Negotiation in the classic diplomatic sense assumes parties are more anxious to agree than to disagree” Dean Acheson Negotiation is a skill that we use almost every day. However, negotiation is also one of those skills that everyone learns on 132 © Synergy International A Registered International Company in the UK Registration No 7052579

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the job. From early age, kids learn how to negotiate with their parents over what they want and enhance this skill as they learn from their success. However, as we grow we seem to lose that skill and become less successful in getting exactly what we want. Somehow our perspective changes and we develop bad habits. Unfortunately, most people are not trained systematically on negotiations even though this skill can be quite beneficial to them in both their personal and professional lives.

This course covers a wide range of topics such as negotiation strategy, game theory, psychological tactics, human emotional states, bargaining and so on which prepares delegates for a variety of situations that require negotiation. Case studies and scenarios such as business to business negotiations, sales scenarios and product presentations are provided along with slides, animations and illustrations that better help to show how bargaining tactics are played out. Real world negotiation examples are examined in detail and delegates are then asked to participate in similar setups to use the negotiation principles discussed in the course.

Comprehensive step-by-step instructions are provided for trainers to help delegates understand the core principles of negotiation and monitor their progress through practical’s The course also contains a number of optional exercises which along with the broad content provided makes it easy to extend the course to 1.5 days if necessary. Instructions on this are provided in the guidelines for trainers included in the pack to pace the course correctly.

In this highly practical course delegates will learn: Introduction to Negotiation

Why do you need to negotiate?

What types of negotiations exist?

What are the characteristics of a confident negotiator?

How to handle conflicts in negotiations?

What steps do you need to go through when negotiating?

What is the difference between negotiation and persuasion?

Negotiation Strategy

What outcome should you aim for?

How to perform Outcome Analysis?

What is the best negotiation strategy?

Should you bargain over positions explicitly?

What is principled negotiation?

What strategies can you use to take the upper hand in negotiations?

What can you do to move the negotiation forward when you think it is getting stuck?

How to Negotiate

What is the 8-Step negotiation preparation guide?

How to discuss negotiation variables?

How to set your selling or buying limits systematically?

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How to manage your Settlement Range?

How to manage concessions when you give them or receive them?

How to break deadlocks?

How to settle a negotiation to get what you asked for?

How to close a negotiation?

Emotions in Negotiations

How to handle negotiations emotionally?

How to bargain effectively?

How to take advantage of human emotional reaction and use that to your benefit?

How to take advantage of body language?

How to express your disagreement while maintaining the relationship?

Handling Psychological Tactics in Negotiations

What are psychological tactics used in negotiations and how to respond to them?

How to handle an angry negotiator?

How to respond to shock tactics?

How to big up your side of the negotiation and bring down theirs?

How to handle their lack of authority to proceed?

How to respond when you are given only one choice?

How to handle a demanding negotiator?

Audience: Anyone Prerequisites: None Course Duration: 2 days. The course contains a lot of content and many practical exercises that can easily be extended to cover more than one day.

Course Level: Beginners & Intermediate.

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

Understand the underlying principles of negotiation and learn what you can do to get the best outcome Use a negotiation strategy that moves you closer to a win/win outcome Prepare for negotiation by following a step-by-step approach and set your critical limits Use a set of psychological tactics to explore the other side’s motives and learn how to respond to tactics used by them Derive specific values based on your negotiation variables and use them to bargain systematically over your settlement range Finalise the outcome of your negotiation to get exactly what you have asked for.

The Philosophy Behind Negotiation Skills Training Course

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We constantly research a variety of fields such as psychology, game theory, body language, influence and real-life negotiations to enhance this course Negotiation is a practical skill and as a result the best way to learn it is by practicing it. This course was designed from the outset to support hands-on training of this vital skill to maximise knowledge transfer and increase the retention rate of delegates so the skill is used correctly long after the course is delivered.

At Synergy International, we believe that one of the best ways to learn is by going through examples. Important negotiation principles in this course are always accompanied by examples as this makes it easier for delegates to understand the topic rather than just to be given a number of guidelines to read.

Examples followed by exercises greatly help the delegates to immediately put what they learned into practice and test it out for themselves. This process helps delegates to memorise the process faster while it allows the trainer to easily teach the topic, monitor the delegates’ progress and provide feedback based on their specific performance. Since the skills are transferred through easy-to-follow logical step-by step guides, it is easy for the trainers to teach the topic and the delegates to learn them. This approach makes this course highly effective in teaching negotiation skills while also makes it easy for trainers to prepare themselves to deliver it.

We constantly re-examine the course based on feedback received from delegates and trainers to further streamline the process and increase the efficiency of the course.

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Presentation skills Presentation Skills this course is accredited by ICM & ITOL. 2 Day Training Course Description "There are always three speeches, for every one you actually gave. The one you practiced, the one you gave, and the one you wish you gave."

Dale Carnegie We all want to give interesting, effective and memorable presentations. Your main objective as a presenter is to deliver a message. Your presentation is your pitch. To deliver that pitch perfectly, you need to borrow from a variety of fields; psychology, art & design, IT, politics and of course your own domain which is the subject of the presentation.

To deliver a great presentation you must use all of these domains, which means you must master the following:

Understand the psychology of your audience and prepare your message accordingly to appeal to their emotions and get maximum results.

Create a “wow� factor by using the latest IT tools and technology to put your ideas together and organise your content.

Appeal to the artistic side of your audience and design your presentation to look professional.

Deliver with confidence to show that you understand your own content and appear convincing.

Leave a long lasting positive effect on your audience so that they would never forget your message.

This course covers all of the above areas by using a variety of interactive and practical exercises which prepare the delegates for their ultimate presentation.

This course explores the latest methodologies used in delivering presentations. In our experience, there are two types of delegates:

Inexperienced or new. This course teaches the delegates how to gather their content, how to make their slides (if any is needed), how to deliver and how to make their 136

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message stand out from others.

With experience. Experienced presenters suffer from bad habits accumulated over time and also lack of knowledge of new tools and techniques since they picked up the knowledge years ago. This course helps these delegates to master the skill through many hands on exercises so they can leverage their current experience to polish their presentations and deliver as good as they are capable of.

The course focuses on the latest practices in presentation skills especially in business and academic environments. Much has changed in recent years and the ever increasing range of presentation tools and their respective feature-set has allowed many presenters to fall to the trap of feature overuse. To address these issues, the course covers a set of best design practices so delegates know what to avoid during the preparation and delivery of their presentations.

It is established that the best way to learn is by example. Many visual examples of good and bad content are provided which help the delegates to quickly understand what works and what doesn’t.

Schedule The course contains a pre-course assignment where delegates need to prepare a presentation.

During the course, they will learn how to improve their presentation and at the end, they will deliver this presentation once more to be evaluated based on a set of performance criteria.

Instructions and forms are provided in the package. There is enough content in this course to run it over two days and you may need to do this if you have many delegates to teach. In this case, delegates can practice their presentation at home after learning a number of key topics during the first day and proceed to present their updated version during the second day for evaluation and feedback.

In this highly practical course delegates will learn: Presentation Types

What are the implications of the size of the audience?

How to approach the design of a presentation and learn which areas you need to focus on most?

What types of presentations exist and what are the differences between them?

How different types of audiences dictate different kinds of presentations?

Approach

What techniques can you use to engage the audience such as laughter, story-telling, etc.?

What can you do to make your presentation viral so that your audience will spread your message through word of mouth?

How to make an engaging story that your audience will remember?

How to have an impact?

How to start your presentation to fully engage your audience?

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Preparation

What steps do you need to take to prepare a presentation from a blank sheet all the way to a comprehensive presentation?

How to use interactive content to engage the crowd?

What types of content you need to produce?

What questions do you need to ask yourself?

Structure

How to use a minimal slide design to get maximum effect?

How to do storyboarding?

How to structure the slides to get maximum effect?

What to avoid when designing your slides?

Why certain popular features of common presentation software packages such as Power Point are not useful and what can you do about them?

How to avoid “Death by Power Point”?

How to place various components such as text, images and headings on your slides for maximum clarity and impact?

Delivery

How to deliver a presentation with reduced anxiety?

How to have the correct body language so you come across as a ‘great’ presenter?

How to become a communicator rather than act only as a presenter?

How not to bore the crowd?

How to handle questions?

Environment

How to take advantage of the environment?

What not to do during presentations which may undermine you or your message?

Audience: Anyone Prerequisites: None Course Duration: 1 or 2 days. The course contains a lot of content and many practical exercises that can easily be extended to cover more than one day.

Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Identify the fundamental parameters of a good presentation Engage your audience and get their fullest attention Prepare your story, understand what you want to show and record it 138

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Design high-impact slides that deliver your message efficiently Deliver your presentation with confidence and leave a positive and memorable experience for the audience Control your environment to have the highest impact

The Philosophy Behind Presentation Skill Training Course Presenting is all about having an impact. You want everyone to understand your message and get it to stick. This course addresses these concepts using the latest trends in presentation design and delivery.

After all, a presenter wants to make a viral message so that everyone will end up talking about.

As a trainer, you can use the same techniques to make sure your delegates will learn the core message.

The best way to learn is usually by example. This course uses many examples to teach the delegates what’s good and what’s bad, and more importantly it tells them why. When we are confronted with a blank sheet, which a presentation is really like one, we have infinite number of choices. This is probably why it is easier to make a bad presentation than a good one. With all the choices, tools, resources and data available these days, it is natural for delegates to cram all the information into the slides and hope for the best.

This course teaches them how not to overwhelm their audience. The slides used in the training course also try to set an example (where possible) so that the delegates can see for themselves how this will all play out in the real world.

There are also many practical activities helping the delegates to try it out themselves. If the delegates have access to computers during the course, they can use instructions and example exercises provided to try it out themselves. On the other hand, if delegates don’t have access to computers, there are other types of exercise included to help them understand the concept in another way.

The aim is to get the delegate to practice and make mistakes in a controlled environment, so they can see where they need to improve themselves.

Many issues such as fear of public speaking, anxiety, body language, tone of voice and even attitude are explored and issues are addressed using a number of targeted mini-exercises.

In short, the course is designed to raise the standards of delegates’ presentation skills quickly, efficiently and maximally so that when they deliver the next time, their audience will be in awe or them.

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emotional intelligence Emotional Intelligence this course is accredited by ICM & ITOL 3 Day Training Course Description “Be not disturbed at being misunderstood; be disturbed rather at not being understanding.”

Chinese Proverb Much has been discovered in the past 30 years on Emotional Intelligence and countless studies show its incredible role in an individual’s success. It has been shown that, Emotional Intelligence or EI, can be even more critical than the power of the cognitive brain usually measured with IQ. In others words, if you want to succeed, you would be much better off working on your soft skills, empathy, communication skills, understanding others and so on than to become better only at a specific technical skill. Consider the following selection of quotes and studies: “Comparing the three domains, I found that for jobs of all kinds, emotional competencies were twice as prevalent among distinguishing competencies as were technical skills and purely cognitive abilities combined. In general the higher a position in an organization, the more EI mattered: for individuals in leadership positions, 85 percent of their competencies were in the EI domain.”, Daniel Goleman 140 © Synergy International A Registered International Company in the UK Registration No 7052579

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Sales people hired based on emotional skills for a furniture retailer had half drop-out rates in comparison with those who were hired with the old company hiring process (Hay/McBer Research and Innovation Group, 1997).

Software developers are generally highly competent on the IQ part which is perhaps why they can benefit greatly from EI training. Software developers who received EI or were good at emotional skills could develop software three times faster than others.

A number of sales agents at L’Oreal were selected based on certain emotional competencies.

They performed significantly better than salespeople who were chosen based on the company’s old selection procedure.

Some people have read the classic books on EI and think the concept is great, but still wonder what it really means in practice for them. A trainer may think, this is great stuff, but how am I supposed to teach it. The Emotional Intelligence course presented here aims to satisfy both sets of needs.

The best way to learn Emotional Intelligence is through group interactions and in a controlled environment such as a training course. This course is designed to cover critical competencies within EI and train the delegates to become much more skilled in EI. Questionnaires, individual exercises, group practicals and home exercises are provided to make sure the delegates get an all around training and can immediately benefit from the skills.

You, your staff and your team mates can hugely benefit from the information, methods and skills provided in this course. The EI course can pay huge dividends later on especially in situations where your team is under stress due to deadlines, demanding clients or intense and unproductive meetings. Understanding EI and mastering the skills involving emotional intelligence will greatly help you and your team in difficult situations.

If you are a trainer, the content is all you need to run a one-day course on EI. Comprehensive workbook and trainer notes allow you to fully understand the course and quickly prepare yourself for delivery. Course guidelines and reading references provide further guidance for the interested trainer who wants to master the subject before running the course. The EI training course material is fully editable and you can easily customise the course to suite your own training needs and time available.

In this highly practical course delegates will learn: Introduction to EI

What is EI? What constitutes the EI framework?

What are EI competencies?

Self-Awareness

What is emotion?

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Why are we emotional?

How does “Emotional Hijacking” take place?

How does the brain process emotions?

How does the brain perceive the world?

Self-Management

How to take advantage of the power of optimism?

How to manage your anger effectively?

How to control your worry?

Self-Motivation

How to motivate yourself?

How to avoid apathy?

How to be creative?

Empathy

How to have empathic communication with others?

What is the physiology of empathic communication?

Social Awareness

How to have effective group interactions?

How to listen positively?

What are the “Negative Listening Types”?

How to raise your social awareness through listening?

Relationship Management

What are the “Six Human Needs”?

How to recognise others’ needs and desires?

How to categorise people based on their needs to make useful conclusions on follow up actions?

Audience: Anyone Prerequisites: None Course Duration: 2 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Identify the main EI competencies and know how each area can contribute to your 142

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personality and interaction with others Recognise and understand your moods and emotions and their effect on others Manage and regulate your emotions to make sure they don’t disrupt your behaviour Control and guide your emotions so you can achieve more, boost yourself and vastly increase your productivity Establish rapport with others and improve the effectiveness of your communication Understand others’ feelings when interacting with them and become a trusted person in their network

Understand others needs systematically and respond accordingly to get maximum results in your interactions with them.

The Philosophy Behind Emotional Intelligence Training Course Emotional intelligence covers many areas, and many of the courses offered at Synergy International can help delegates to become more emotionally skilled. This course however focuses explicitly on the core competencies defined by the EI experts in various books, articles and research studies. This approach helps to structure the entire field of EI, so delegates can easily recognise the importance of each competency, their own strength and weaknesses in each area and the skills involved in mastering each section.

Due to the vast amount of information and studies available for Emotional Intelligence field, not everything can be covered in this one day course. The aim here is to show and define the main areas of EI and learn fundamental skills within each area through extensive repetition and practice so the skills can be put to use immediately after the course. Interested delegates can then take more specific courses, such as Anger Management, Coaching Skills and so on to master each competency.

Time MANAGEMENT TRAINING Time Management this course is accredited by ICM & ITOL 1 Day Training Course Description "I hear and I forget, I see and I remember, I do and I understand."

Old Aphorism 143 Š Synergy International A Registered International Company in the UK Registration No 7052579

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Everyone needs to deal with incoming “stuff” on a daily basis, whether they are mails, emails, calls, information packs, messages, your own thoughts or even random events like the breakdown of your car. We need to deal with a collection of unrelated stuff at work and at home using only “one” mind. If you increase your efficiency in dealing with these, you stand to gain enormously.

Many systems exits and numerous productivity books and courses attempt to impose one system or other to their audience. These systems prove to be effective at first, but seem to get forgotten over time and people fall back to their bad habits once more. Over time, as more systems are learned and tested, a sense of hopeless develops that no matter what time management system is used, the result is never good.

Our Approach At Synergy International, we deliver the Time Management course continuously and we have realised that imposing any particular system on delegates does not necessarily lead to increased productivity. As a result, we have tailored this course to make it as effective as possible not just in the short term, but also in the long term.

To achieve this, the course focuses on fundamental principles, guidelines, attitudes and organisation systems. Based on these principles and examples of such systems, delegates form their own system based on their own life style. In our experience, this has proven to be much more effective and even months after the course, our delegates report that they have become more productive as a result of this course. We are proud of this and continuously work to improve this course.

In this day-long highly practical course delegates will learn: Attitude Towards Time

How different people look at time and what are the implications of this?

What mental techniques can you use to increase your productivity?

What is the impact of perfectionism on your productivity and how can you manage it?

What techniques can you use to avoid procrastination?

How to take advantage of dead time?

How to free your mind from thinking continuously about critical tasks?

Planning

How to set goals systematically to maximise your productivity?

How to set your mission statement based on everything you do in life?

Which planning style is better?

How to brainstorm?

How to plan if you don’t like planning?

What is a bottom-up and top-down approach to productivity?

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Organising

How to organise your physical and digital environments?

What reference system works best and what its critical qualities?

What tray system works best?

What calendar system works best?

How to take advantage of GTD principles (Getting Things Done) to organise your life?

How to set up and use your calendar using the latest methodologies such as GTD? How to prioritise your tasks based on urgency and importance?

Dealing with People

How to say “No” and be loved for it?

How to deal with interruptions politely and stay in control?

How to delegate to increase your productivity?

How to handle phone interruptions?

What kind of trays are better?

How many trays should you use?

What should you use trays for?

How should you label your trays or folders?

What filing system works best?

What are the best categories or contexts to use when organising your tasks?

How to manage the physical versus digital world?

Find out more about all of these questions in this course.

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Intermediate By the end of this course, participants will be able to: 145 © Synergy International A Registered International Company in the UK Registration No 7052579

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Control your thoughts with the right attitude so that you maximise your time efficiency Plan efficiently for your goals and your mission Organise your life efficiently and free your mind of little tasks Respond to an interruption confidently and get maximum results Say No and be lover for it!

Delegate tasks at the appropriate level and maximise your efficiency The secret to an effective time management course is to combine the founding theory of time and information management with learning tools, techniques and exercises which encourage participants into applying their newly acquired knowledge to settings and situations similar to those found in their everyday life.

Explore Bottom-Up and Top-Down approaches to time management and see why they are critical and complementary for anyone interested in increased efficiency.

Time management has proven to be an essential skill for success. It is therefore no wonder that time management courses are one of the most popular training programmes among aspiring businesses and high achieving individuals. Training materials in this course including slides, trainer manuals, work book and interactive exercises have been researched and designed seeking to address such demands from our clients. In particular careful attention has been paid to recent technological progress and use of ever more sophisticated time management software. Effectiveness of such technologies is explored in the course along with guidelines to use them correctly considering human psychological needs and limitations.

Here at Synergy International, we respect and value each trainer’s personal choice on highlighting different aspects of Time Management and therefore as with all the other courses on offer from Synergy International, your trainers have unlimited rights to customise, edit or modify the contents. The specific design on the course also enables trainers to use slides, hand outs and exercises in combinations with their own materials.

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assertiveness skillS Assertiveness Skills this course is accredited by ICM & ITOL 1 Day Training Course Description “We are injured and hurt emotionally, not so much by other people or what they say and don't say, but by our own attitude and our own response.”

Maxwell Maltz Have you ever felt intimidated by others? How many times have you told yourself that you could have done better when handling a conversation only to repeat the same mistakes again? Do you like to stay out of conflicts and keep to yourself? Do people take advantage of you?

This course is for anyone whose answers to these questions are “yes”.

Delegates will learn how to boost their confidence and express themselves assertively. Handling other people, whether they are aggressive or passive, is something we all need to do no matter what we do in our jobs and doing it well consistently requires a skill. This course helps delegates to master this skill.

Assertive staff are extremely lucrative to companies because they can express themselves freely, get things done, don’t take no for an answer (which is useful when dealing with clients) while at the same time appear polite, professional and fair.

This course contains many practical, step-by step guidelines on how to approach others and construct sentences to get maximum results. Delegates will learn about the right attitudes, body language, styles of communication and psychology behind manners such as passive-aggressive behaviour. Delegates also learn how to stay in control and project that feeling into others as well.

The best approach to master assertive techniques is to go through case studies, participate in practical exercises and keep repeatedly performing the skill until it is completely memorised. This approach which is used in this course allows the delegates to learn the content fully during the course and leave the course knowing that they can confidently address real-world challenges as they appear.

Ability to Extend the Course to 2 Days Optional content and exercises are provided which you can use to extend the course to more than 1 day. Guidelines on this extension are provided in the package. If you run the course for more than one day, an exercises included in the course allows you give homework to delegates which you can subsequently use the next day to see how well delegates have learned the skills 147 © Synergy International A Registered International Company in the UK Registration No 7052579

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discussed in the course.

In this highly practical course you will learn: What is Assertiveness?

How does assertiveness differ from aggressive or passive behaviour?

What are examples of assertive behaviour?

How to avoid appearing aggressive, when you want to be assertive?

What is passive-aggressive behaviour and how to deal with it?

How to Criticise?

What kinds of criticisms are good and what kinds are bad?

How different types of people react to criticism?

How to criticise and change someone’s behaviour?

How to receive criticism?

How to use a step-by-step approach to give constructive feedback?

How to Deal with Emotions?

How to appeal to emotions to get maximum effect?

How to present your view systematically and assertively?

How to take advantage of body language to say and get what you want?

How to distinguish between different behaviours using non-verbal communications?

How to Request?

How to ask for what you want?

How to construct your sentences to get your message across confidently?

How to use a number of advanced techniques to respond to someone when your request is not registered?

How to Praise?

What does praising do?

Why praising is difficult?

How to deliver your praise to get maximum results?

How to Disagree?

How to express your disagreement and stay friends?

What is the 6-step disagreement technique?

How to say No?

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Prerequisites: None Course Duration: 1 or 2 days. The course contains optional content and many practical exercises which you can use to easily extended the course to cover more than one day.

Course Level: Beginners & Intermediate

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

Distinguish between assertive, aggressive and passive behaviour Express yourself assertively using specific verbal and non-verbal techniques and get maximum results Request what you want assertively and get it Criticise and change behaviour while staying friends Use a simple technique to reinforce the behaviour of others Disagree with the other person in such a way that helps them understand your stance on the matter without taking it personally

Say No and be loved for it!

The Philosophy Behind Assertiveness Skills Training Course Knowing what to say and when is not a trivial task. We are engaged in different conversations everyday and use ever more sophisticated ways to communicate with our friends, family and colleagues. The more opportunity to communicate, the more we need to know how to effectively express ourselves and handle all sorts of communication challenges. For example, it is not always easy to assertively say no, but then if you know how to say it correctly it may not be that difficult. In fact it might be quite satisfying and rewarding.

The philosophy behind this course is to help the delegates to practice these daily encounters in a controlled environment using a variety of powerful exercises on assertiveness and communication skills that help the delegates put together effective words and mean what they have in mind to get results Many delegates may know what they ought to do, but when it comes to it, they may feel paralysed and helpless. This course will be incredibly useful for anyone who has ever wondered he or she could have done better in a previous conversation.

Packed with lots of group and individual exercises, the course aims to teach the skill by repetition form many points of views until the idea ‘sinks’ in. Delegates are not required to ‘memorise’ a set of procedures. Instead, exercises are designed to teach them the sequence until they absorb the material in their long term memory through repeated use. They will know how to express themselves assertively without becoming aggressive. This way the course feels less intense, more entertaining and of course more effective.

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Neuro linguistic programming

Neuro Linguistic Programming NLP this course is accredited by ICM & ITOL. 3 Day Training Course Description “If one person can do something, anyone can learn to do it.”

NLP Presupposition Neuro-linguistic Programming or NLP is a body of knowledge that explicitly deals with enhancing your mind. NLP examines patterns of behaviour and helps people increase their self-awareness. Effectively, people can use NLP to reprogram their mind, change the patterns of their thoughts and emotional behaviours. NLP brings together three distinct areas of neuroscience, linguistics and behavioural patterns.

Much has been developed since 1970s and today NLP techniques and skills are used by many successful individuals and organizations, celebrities, athletes, politicians, CEOs and the like. NLP is essentially a number of techniques and mental exercises that can be easily applied to our mentality and behaviour. To master NLP, all you need to do is to understand and learn the skills and persistently apply them over and over again until you can use them unconsciously whenever the need arises.

This course is the first part of a series of NLP courses presented by Synergy International. In this introductory course, delegates learn about the history of NLP, what it is all about and how it can come to help them in various areas of their lives. The course is designed as an introduction to different NLP areas, aiming to familiarise the delegates with the founding principles of NLP. The 150 © Synergy International A Registered International Company in the UK Registration No 7052579

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comprehensive workbook designed for this course contains detailed NLP scripts which can be used during the course and also afterwards as a reference. The exercises are accompanied with detailed instructor guidelines on how to run them in an efficient way.

In this highly practical course you will learn: What is NLP?

How can NLP help you?

How do you sense the world?

What is representational system?

How can you filter the data you receive from the world to get optimum results?

What is meta-programming?

How does the brain process information?

What are NLP presuppositions?

What do you Believe?

What are perspectives?

How to reprogram your mind to experience an event differently?

How to change your feelings about a bad experience in the past?

How to reframe your mind?

Positive versus negative mentality

What are NLP Techniques?

How to exploit classical conditioning to your benefit?

How to boost your confidence?

How to read others?

How to increase the efficiency of your memorisation?

How to read eye movements?

How to set goals?

How to Establish Rapport?

How to use fundamental NLP principles to establish rapport by using specific mind tricks?

How to be empathic?

How to increase your inter-personal communication skills?

How to Persuade?

How to use correct mentality to convince others?

How to use language patterns to understand others’ motivations and use effective keywords in convincing others of your cause?

How to Increase Your Confidence?

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How to deal with your inner voice?

How to replace your mental criticism with positive, confidence boosting attitude?

How to use NLP to increase the efficiency of your learning?

Audience: Anyone Prerequisites: None Course Duration: 3 day Course Level: Beginners By the end of this course, participants will be able to:

Use NLP perspectives to examine yourself and understand the underlying NLP principles Modify your internal representation of past events and convert them to positive experiences Use a number of NLP skills to reprogram yourself, increase your confidence, read others and memorise better Set your goals systematically and boost your confidence when dealing with future events using NLP programming Establish rapport using NLP techniques and use empathic communication to get the most from your encounters Persuade others using language patterns & NLP meta-programming Boost your confidence by reframing and applying NLP techniques on your inner voice.

This is the first part of a series of NLP courses provided by Synergy International. The aim of the series is to introduce delegates to key concepts and fundamentals of NLP, especially techniques useful in everyday interactions.

Even though most people might have heard about NLP through either media or other means, many are still unsure about its effect and influence on everyday life.

Apart from its important involvement in the fields of psychotherapy and treatments of phobias, NLP has proven extremely useful in increasing confidence and improving communication skills and daily personal or professional interactions. The focus of these courses is the latter.

In line with the focus of Synergy International on Soft Skills and Productivity, the NLP skills covered in these courses are handpicked carefully for common business and personal situations encountered by professionals. Personal and business examples are extensively used throughout the courses which set a useful context and help the delegates to better understand how NLP techniques work and what their effects are.

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Training Catalogue 2011

body language part 1 Body Language Part 1 this course is accredited by ICM & ITOL 1 Day Training Course Description “The face is the mirror of the mind, and eyes without speaking confess the secrets of the heart.”

St. Jerome quotes Many studies show that we communicate mainly through body language, especially when we are in an emotional state. Since many of our achievements in life depend on how well we interact with others, it is quite critical to know how to communicate beyond words.

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such as communication skills, leadership skills, customer services, sales skills and so on. As a result, the course is structured in such a way to make at as easy as possible for a trainer to select content based on their needs and include it in their training courses, or alternatively deliver it as one single course The following describes the unique characteristics of this course: Full Day Course You can use the training materials provided to deliver a full day course on body language. The course contains many exercises and comes with trainer notes with instructions on how to run the course.

Visual Content Body language is highly visual and the best way to learn is by imitation, observing case studies and role-plays. As a result, this course is specifically designed to accommodate these special requirements in a novel way. The course contains a large number of gesture cards which are documented in the workbook and the slides.

Modular Design Body Language is all about reading gestures and body states. To teach them, you simply need to show a gesture as an image or show it in person, discuss it with delegates, get them to practice it and move on to the next gesture. As a result, this course is designed to be modular, so you can easily walk through these gestures as necessary. This way, you can easily use portions of it in any course you deliver as necessary.

Integration with Other Courses Since Body Language is applicable to just about everything, this modularity is indeed a necessity since you may want to address body language in a given course such as communication skills, anger management, etc., and may need to focus on specific related gestures which you can pull out from the set of gestures provided in this course.

High Resolution Graphics Each gesture is illustrated with elaborate diagrams showing exactly how the body language signal works in practice. The graphics presented here are specifically developed for this course. Each course contains in excess of 60 illustrations alone. The images are provided in high resolution so you can print them with high quality if necessary.

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Royalty Free Images are provided royalty free. You can print them as many times as you like for your workbooks and distribute them to your delegates.

Extended Rights You can use the images outside a training environment to illustrate body language. These rights are in addition to what you are entitled to as shown in terms & conditions.

Exercises Exercises are provided to encourage learning and allow a trainer to test the delegates based on the content thought.

The Body Language training materials provided by Synergy International comes in two parts, one covering common gestures (Part 1) and the other covers more advanced gestures and their interpretation (Part 2).

In this highly practical course delegates will learn:

What is body language all about?

Universal gestures How to read body language?

How to avoid misinterpretation and deliberate faking?

Positive versus negative body language Confidence and frustration Eye contacts and eye cues Lies, dishonesty, doubts and thinking

Many elaborate topics are covered. Examples are:

What does it mean to show the thumbs?

What is the difference between showing the back of your hand or your palm?

How would you respond to a dominant handshake who wants to show he is in charge?

How would you know if someone is nervous even if they display gestures which are signs of confidence?

Where to look at in someone else’s face to appear trustworthy or to be taken seriously?

How to spot liars based on their gestures?

How to know what someone is going to decide on, before they state it?

How to know if someone is not convinced, despite showing that they are still thinking about your argument?

This course is continued with Body Language Part 2 which contains more advanced gestures provided in the same format.

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Prerequisites: None Course Duration: 1 day. The course is highly modular and you can easily use portions of the course for your own specific needs or timing requirements.

Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Use the principles of body language to read clusters Distinguish between open and closed body positions and interpret them correctly within the context Spot lack of confidence in others through their body language and use this knowledge to enhance your own posture Read others through their eyes and make an impact on others by adopting specific eye expressions Spot lies and read evaluations gestures before final decisions are verbalised

The Philosophy Behind Body Language Training Course This course is designed from the outset to cover two needs. One is to provide a full day course on body language that covers various gestures and increases delegate’s awareness about non-verbal signals. The other need is that many soft skills courses require the inclusion of a session or chapter on body language since you can’t really talk about communication skills in general without covering this topic.

The course provided here satisfies both needs by offering a collection of gesture cards categorised into a number of sections. You can go through them as part of a one-day course or you can pick the gesture cards and use them in your other courses where you think it is more appropriate. For example, you can pick a number of gestures cards on greetings, impact and handshaking and include them in Client Management Skills or Interview Skills and so on.

body language part 2 Body Language Part 2 this course is accredited by ICM & ITOL Training Course Description 156 © Synergy International A Registered International Company in the UK Registration No 7052579

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“The body never lies.”

Martha Graham This course continues on the same format as Body Language Part 1. It covers more advanced collection of gestures and signals used in personal or professional life while interacting with others. As before, the course has a large number of gesture cards that describe each behaviour. Slides and workbooks contain various detailed explanations on these gestures, where they are used, what they mean and how to counteract them when necessary.

The modular nature of the course allows you to use the content easily in your own courses. The images and illustrations are designed with a uniform and consistent artistic style which can help you to polish your content and get the message across quickly and efficiently.

This course particularly focuses on handling power gestures especially those used by some people when intimidating others. These gestures may work on you unconsciously, which this course helps you to identify and learn how to counteract them. In addition, the course covers body language used when you are with a group of people and explains about power play, show of status and show of interest all delivered using only body language. The course also contains important advice on posture, hand gestures, the art of public speaking and presentation.

In this highly practical course delegates will learn:

Power, politics, domination and show of status Dealing with difficult people Meeting people in groups or in meeting rooms Presentations and public speaking

Many elaborate topics are covered. Examples are:

What are intimidation gestures?

How to know if someone isn’t sure of what they are saying only based on their body language?

How to take advantage of the power of touch?

How to turn the table if you are consistently dominated?

How to show that you mean it?

How to appear serious and in charge?

How to know if someone will be argumentative just based on how they sit on a chair?

How personal zones affect our behaviour just about everywhere?

Why people in large cities appear cold?

How to join a group of strangers confidently?

How to sit in a meeting room to get best results?

How to engage the audience effectively using body language?

Audience: Anyone

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Prerequisites: Depending on your audience, you can also use this course or its content without relying on Body Language Part 1.

Course Duration: 1 day. The course is highly modular and you can easily use portions of the course for your own specific needs or timing requirements.

Course Level: Intermediate & Advanced By the end of this course the delegates will be able to:

Use the principles of body language to read clusters Detect power gestures indented to lower your status or intimidate you and respond accordingly Recognise and counteract intimidating gestures and behaviour Read and respond to groups of people and understand their underlying thoughts through their gestures and body language Use effective body language to increase the efficiency of your public speaking and show confidence

Similar to Body Language Part 1, this course is designed from the outset to cover two needs. One need to provide a full day course on body language that covers various postures which increase the delegate’s awareness of these non-verbal signals. The other need is that many soft skills courses require the inclusion of a session or chapter on body language since you can’t really talk about communication skills in general without covering this topic.

The course provided here satisfies both needs by offering a selection of gesture cards categorised into a number of collections. You can go through them as part of a one-day course or you can pick the gesture cards you are interested in and use them in your courses based on the topics you teach. For example, you can pick a number of gestures cards on greetings, impact and handshaking and include them in Client Management Skills or Interview Skills and so on.

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decision making Decision Making this course is accredited by ICM & ITOL 1 day Training Course Description “Successful leaders have the courage to take action while others hesitate.”

John C. Maxwell We make decisions every day. These decisions come to define our life and some of them may have a profound effect on the journey we take. However, making decisions is not an easy task and sometimes you may find yourself pondering on alternative courses of actions for hours, days or even months.

The recent increase in the complexity of our lives, both personal and professional, has made decision making even more critical and time consuming.

Fortunately, we have also progressed significantly on decision making tools and now have a comprehensive toolbox, established philosophies and guidelines to use which can make decision making process and problem solving easier than ever before.

This course teaches a series of proven techniques that simply help you to decide. Broadly the course can be divided into three sections: 3. What actions can you take and how to choose the best one?

4. Is the action you are about to take going to improve the situation?

How to make optimal decisions as a group?

For each part, a series of techniques are provided, each suitable for a different problem. Each technique is described briefly and is then followed by an example fully describing the technique.

Research shows, that delegates always learn better with an example and this course takes full advantage of this fact. Next, after each example, delegates participate in an exercise to learn that specific technique with a hands-on experience which helps them to understand and remember the technique even better.

A series of important philosophical principles are also presented in this course. These concepts help to raise the awareness of delegates on the impact of their decisions on others, how personal benefit may not always be to their best interest and so on.

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In this highly practical course delegates will learn: What is Decision Making

What are the characteristics of a good and bad decision maker?

How much analysis do you need to do?

What is involved in decision making process?

How to Choose Actions

How to choose between a set of options where each has its own advantages and disadvantages?

How to make a quantifiable comparison between alternative options?

How to systematically compare related options?

How to systematically compare unrelated options?

How to Analyse the Impact of Your Actions

How to use a measure to compare pros and cons?

How to carry out a force field analysis?

How to compare the benefits versus the costs of taking different options?

How to systematically analyse a cascade of decisions where one leads to another?

How to visualise your decision making process?

What tools can you use to increase your creativity when making decisions so you can come up with more options?

How to Decide in Groups

What are the implications of deciding in groups?

Why thinking in groups can sometimes be so frustrating?

What can you do to increase the efficiency of your meetings?

How to prevent dominant people from take over the meeting or the decision making process?

How to encourage newcomers or those who are shy to present their views without fear of criticism?

What tools can you use to streamline the process of group decision making?

How to avoid groupthink, where participants are so eager to reach a decision without causing conflicts that they end up choosing a wrong solution?

What are the Principles of Decision Making?

Do you always have to make sure you get a better bargain than others?

What are the philosophical implications of complexity when making decisions?

What is the best way to plan your course of action and what principles you need to be aware of?

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What can you learn from game theory when making decisions?

Audience: Anyone Prerequisites: None Course Duration: 1 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Use good decision making processes to get the best out of your decisions Choose the best available option based on a number of criteria using a trade-off analysis Use a series of systematic comparisons to identify the most ideal decision Make a decision using quantifiable pros and cons to evaluate the impact of your decision Systematically analyse the implications of taking an action so you can decide whether to go ahead with it or not Make decisions based on problem analysis using a common currency and calculate the net benefits Graph your decisions and the corresponding outcomes visually and calculate the best course of action Take advantage of many age old principles, guidelines and heuristics to make the wisest decisions Make optimal decisions in groups by using everyone’s inputs and prevent individuals from dominating the decision making process Use a structured method to collect and process opinions of a panel of experts while avoiding common group discussion issues Use a simple technique to encourage group participation and increase the likelihood of free expression of ideas

The Philosophy Behind Decision Making Training Course Decision making is a skill and to become better at it, you must simply practice over and over again. When making decisions, the biggest problem people experience is getting stuck and not knowing what to do. This usually happens either due to lack of research and data or because of looking only at a narrow part of a search space. Both of these issues can be addressed using a set of decision making tools. Unfortunately, most people are not aware of these systematic tools and tend to rely on intuition instead to make decisions. This approach often leads to sub-optimal results.

This course aims to raise delegates’ awareness regarding decision making process, techniques and tools and teaches them how to use each tool in different situations. Since the delegates can practice the technique during the course under the tutor’s observation, they have a better chance of learning the techniques correctly and use them efficiently and immediately after the 161 © Synergy International A Registered International Company in the UK Registration No 7052579

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course.

The course also focuses on decision making & problem solving principles discovered in a number of critical fields such as game theory and economics. A knowledge of the logic of decision making helps to deepen the understanding of decision making as a whole. This further helps the delegates to understand what each can tool can do for them and also understand the limitations of each technique.

report writing

Report Writing this course is accredited by ICM & ITOL. 1 Day Training Course Description “Sit down to write what you have thought, and not to think about what you shall write.”

William Cobbett The ability to communicate clearly is an important skill.

Many of today’s inter-personal communication take place through writing. Targeted, concise and persuasive text can make all the difference when trying to convince someone of your ideas, services or products. Achieving results through proposals, reports, technical texts, emails, memos, etc. depends on your ability to successfully persuade your readers and help them understand your ideas and act on them.

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etc. that are used regularly in most jobs and professions. It covers the full life cycle of writing, starting from understanding the audience, collecting material, planning the structure, organising, writing clearly, styling, presentation and the general strategy required to make the text more convincing and targeted.

The course contains a variety of detailed sessions, each focusing on different aspects of this life cycle. Each session provides step-by-step guidelines on how to approach the subject and is followed by exercises where delegates can immediately practice the skill.

Research shows that the best way to learn is by example. All sessions contain specific examples that show exactly how recommended guidelines can be implemented in practice. Examples of good and bad text are carefully constructed to show what works and what doesn’t, so delegates can quickly apply those guidelines while participating in training exercises and later to real-world scenarios.

In this highly practical course delegates will learn: Report Writing Strategy

How people read and what are the implications for an author?

What do you need to consider before writing?

What is the ideal structure of a technical writing or report?

How to think of your purpose to make your writing activity easier?

What is the ideal tense to use in report writing?

When should you write in first-person, second-person or third-person?

Persuading Readers

What are the common persuasion tactics employed by authors?

What are the differences between direct and indirect approaches to persuasion?

When should you go for global view in contrast with the details?

When should you explain complex content in contrast with simple content?

How to sequence your content based on common dimensions, such as urgency, importance and chronology?

Collecting and Organising Content

What is the most effective way to prepare content for writing reports?

How to exploit the visual power of your brain through mind maps and organise your content?

How to increase your creativity using simple yet powerful tools and techniques?

Styling and Presentation

How to use headings?

How to increase the visual impact of your presentation to get maximum effect?

How to use tables, graphs, bullet points, margins, etc. to enhance your message?

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What are the most effective styles such as fonts, font sizes, effects, paginations and line spacing? How to use these styles to make your message clearer, without distracting the reader through overuse of these effects?

Increasing the Impact through Language

How to deliver your message as quickly and clearly as possible?

What are the common techniques employed by professional writers in delivering an engaging text?

How to make your message viral?

How to avoid vague writing that can lead to misunderstanding?

How to use technical terms to serve your message?

What is an ideal tone to convince a reader and keep him engaged?

How to sequence your statements to make them more convincing?

Using Clear English

How to increase the clarity of your English using simpler sentence structures?

How to use action verbs?

How to warm up the reader before explaining potentially complex topics?

High Impact Summaries

How to structure executive summaries?

How to plan summaries to get best results?

Which areas need more focus and are read more frequently?

Writing Titles that Grab Attention

How to use proven formulas used by mass media to create engaging titles?

How to create catchy or descriptive headlines?

Selling Your Ideas

How to write to sell?

How to structure your text to convince your audience of your cause?

How to appeal to emotions?

Audience: Anyone Prerequisites: None Course Duration: 1 day.

Course Level: Intermediate By the end of this course the delegates will be able to: 164 Š Synergy International A Registered International Company in the UK Registration No 7052579

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Setup your report writing strategy based on established principles, your audience and your own preferred style Structure your report systematically using an efficient and established logical layout Appeal to readers using direct and indirect approaches and convince them of your cause Use powerful tools to significantly increase your creativity while putting your content together to prepare a report Present your report with appropriate styles to achieve maximum impact without causing distraction Deliver your content using a clear and effective language which is easy to read, understand and act on Use a high impact and clear writing style that delivers your true meaning as quickly and effortlessly as possible Write a condensed, yet effective summary of your report that highlights the importance of your report and encourages further reading Write titles that make your readers excited about your content and encourage them to read the rest of your report Phrase your sentences efficiently to persuade others for your product or idea

The Philosophy Behind Report Writing Training Course Many people find writing difficult. Some will do anything to avoid writing reports. This could largely be due to bad approach. Many people believe that writing starts from a blank page.

Although possible, this is not an ideal approach as it is quite difficult to think of the whole material in your head and organise it before dumping it on paper.

The solution is to use a systematic approach. Deal with the subject using tools that allow you to divide it into smaller, more manageable chunks. Research shows that once people are able to structure their thoughts and imagine the desired flow of their text, they find writing vastly easier.

This course aims to make writing easier for delegates by helping them focus on each of these smaller tasks individually and master them. The collection of these skills would then allow the delegate to write any text of any length with ease while increasing its impact and persuasiveness.

Examples, in particular bad examples, are a great a source to help people understand what works and how specific techniques are used in practice.

The course relies on these examples along with their associated exercises in line with accelerated learning principles to teach delegates as many related topics as possible in the given time. anger management Anger Management this course is accredited by ICM & ITOL. 1 Day Training Course Description “The best years of your life are the ones in which you decide your problems are your own. You 165 Š Synergy International A Registered International Company in the UK Registration No 7052579

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do not blame them on your mother, the ecology, or the president. You realize that you control your own destiny.”

Albert Ellis From time to time we get angry. We can be offended by people’s words, behaviour or attitude and feel anger and resentment. The way we react to the feeling of anger, how we control our emotions and our communications skills are essential in managing our angry and frustrated emotions. Those people who can control their emotions and express themselves in a controlled way stand to preserve their relationship with others or to build new ones more easily. In contrast, those who have a temper can explode at the drop of a hat and have significant difficulties to communicate with others. People keep their distance from such individuals and this in itself leads them to become more isolated and angry.

The majority of difficulties in anger control come from the lack of emotional skills and not knowing how to respond to challenges and confrontations. The solution is not to stop getting angry, but to learn how to control the response and use assertive communication.

This course aims to provide several established techniques that are suitable for different kinds of delegates. The course can be offered to people who need to learn how to control their temper when they find themselves challenged or in conflicts. It is also useful for people who might suffer from repetitive expressions of anger who can systematically address their behaviour using the techniques provided in this course.

This course takes advantage of Cognitive Behaviour Therapy (CBT) and provides valuable techniques to manage self-talk and help people understand the root cause of anger.

The course is provided in 8 distinct sessions that can be easily delivered across multiple days if necessary (guidelines are provided in the course notes). This way, techniques thought in the course can be applied to real world scenarios and the tutor can provide feedback in the next session based on delegates’ experiences and their use of these techniques. Each session contains theory as well as specific and tailored exercises that help the delegates practice what they just learned.

In this highly practical course delegates will learn: Definition of Anger

Why do we become angry?

Is anger good?

How does anger affect your emotions?

What are the anger myths?

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Aggression Cycle

What is the sequence of events leading to aggression or temper?

How can you take advantage of this sequence to deescalate your anger?

What are anger cues and how can you respond to them?

Controlling Anger

How can you stop getting angry?

What techniques can you use to increase the effectiveness of your communication with others?

What kinds of mental and physical techniques can help you to manage your temper or escalating emotional levels?

Assertive Communication

What is assertiveness?

How to present your view systematically and assertively?

How does assertiveness differ from aggressive or passive behaviour?

How can assertive communication help you to control your emotional balance?

How can you appeal to emotions to deliver your true meaning and get results?

Cognitive Behaviour Therapy

How can Cognitive Behaviour Therapy (CBT) help you manage your anger?

How can you prevent self-defeatism and irrational self-talk?

What are the fundamental beliefs that can help you to strengthen your relationships with others?

Responding to Conflicts

How can you handle emotional conflicts?

How to use a simple formula to quickly respond to potentially annoying situations without offending or feeling overtly emotional about the conflict?

Managing Confrontations

How to use a powerful 5-step technique to handle confrontations and respond to events to get best results?

How to hold your emotional balance and show that you are in control when confronted with others?

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How to deliver an apology to get maximum benefit and significantly reduce the likelihood of emotional confrontations?

How to use forgiveness to feel better about yourself and defuse charged situations?

How apology and forgiveness impact your self-talk?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Understand the root of anger, how we become angry and how to break the habit Disrupt the life cycle of anger to prevent its escalation and remain emotionally focused Reduce your anger using a variety of preventative and immediate strategies Use assertiveness to maximise the effectiveness of your communications with others without getting too emotional or making others angry Use established techniques based on Cognitive Behaviour Therapy to manage your emotional response to events Respond to conflicts using a simple yet powerful formula where you can express your position without risking your relationship React to confrontations quickly and efficiently while maintaining your emotional balance Deliver a meaningful apology to manage emotional encounters and also forgive others to reduce your self-talk and feel better about yourself

The Philosophy Behind Anger Management Training Course Emotional skills such as anger management are best learned through practice and this course is specifically designed with this in mind. The course focuses on two distinct aspects; attitude and step-by-step guidelines to handle various situations.

Many emotional problems can be resolved through self-probation and understanding that your perception of the world can be significantly different from reality. The course focuses on this topic and presents it in various forms through repetition so that delegates can fully grasp the idea. This will help them to re-examine their encounters with others and question their assumptions. Research shows that this alone can significantly help people to manage their encounters better in future interactions.

Having covered the fundamentals of attitude change and mental states, several techniques on handling conflicts, assertive behaviour, managing confrontations, etc. are provided that can help people to quickly respond to various situations. It is important to master these step-by-step guides so they can be executed promptly when needed. The exercises will help the delegates to memorise these techniques during the course using accelerated learning principles.

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Personal Impact Personal Impact this course is accredited by ICM & ITOL 1 Day Training Course Description “The man who has confidence in himself gains the confidence of others.”

Hasidic saying In today’s competitive world, standing out requires strong personality, uniqueness and a level of impact above and beyond anything ordinary. Having a strong and positive presence can open up doors, get people to listen, pay attention, to buy, to commit and to support you which in turn can boost your confidence, increase your chances of success and prepare you to face new challenges.

Those with strong personalities are always remembered well by others. People go quiet and pay attention when such characters talk.

They are almost automatically expected to take control, be in charge and lead others and their views and decisions are often respected. What makes these people different from the rest of us? Why is it that some people are listened to, respected and followed while others are ignored and lost in the background?

Having presence is all about being very good at two major areas; your internal view or attitude, also known as inner presence, and your external behaviour, how you present yourself, or outer impact.

This course focuses on these two areas. It all begins by stopping shyness and breaking through the various fears acquire through different stages of life. Numerous exercises and group activities provided in this course systematically approach various communication skills which allow delegates to examine their behaviour in different contexts and learn new skills.

The course is designed from the outset around the exercises which also encourage delegates to learn from each other. Smaller exercises help to build confidence while more real-life case studies and role plays allow delegates to implement what they have learned already and apply it in a real-time situation and further improve their impact skills.

The course contains various guidelines on improving casual conversations, making and delivering engaging stories, practicing small talk, presenting a pitch and similar topics which allows delegates to improve themselves on specific skills.

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What is Personal Impact

Why do you need it How to brand yourself How others see you and what this means for your life

How to Improve Your Inner Presence

What is the correct attitude How to use the power of concentration How to adopt the right mindset to achieve results

How to Improve Your Outer Impact

How to behave when interacting with others What is the ideal body language to project presence How to improve your listening skills How to use the right words when formulating your sentences How to control the tone of your voice for best results How to take advantage of your environment How to talk to get others to listen to you

How to Stop Being Shy

Why are we shy What types of shyness exist How can you tackle each type

How to Present Yourself

What is the best way to present yourself in a short amount of time How to make and deliver a pitch How to use the power of small talk to increase your presence How to establish rapport How to use high-impact words to get results

How to Present Stories

How to make engaging stories How to deliver your story to fully get the attention of others How stories are structured and what you need to include in them How to tell stories to create a word of mouth wave How to embed your ideal conclusions in the story and deliver your message indirectly

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Course Duration: 1 Day. Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Define your brand and how you want others to see you Increase your confident and stop being shy when confronted with new situations.

Apply techniques to improve your inner presence and increase your personal impact Adopt a desired outward personality that best represents your image while impressing others with your presence and charisma Make small talk and present yourself with short formal and informal pitches to others Use a high-impact language, attitude and mentality to project a strong presence Make and deliver engaging stories that increase your impact on others and help them remember YOU

The Philosophy Behind Personal Impact Training Course Acquiring a high-impact personality requires practice. It is one thing to read a book about it and learn a few tips, it is another to go out there and apply the skills when interacting with others. A controlled environment such as a training course is an ideal setting to learn about personality and impact. Interactive exercises between delegates will allow them to easily use the techniques on each other and observe the results. The results can immediately boost their confidence, which in turn allows delegates to become bolder the next time and move forward to the subsequent level.

This concept sits at the heart of Personal Impact course design as exercises are systematically designed to encourage this kind of participation and steadily increase delegates’ confidence in themselves and their ability to present a better image.

Due to its nature, Personal Impact is highly related to Communication Skills, Emotional Intelligence, Assertiveness Skills and Leadership Skills. You can use a combination of these courses to further improve your delegates’ skill set to increase their impact

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Interpersonal skills Interpersonal skills this course is accredited by ICM & ITOL 1 Day Training Course Description “Anybody can become angry - that is easy, but to be angry with the right person and to the right degree and at the right time and for the right purpose, and in the right way - that is not within everybody's power and is not easy” Aristotle Have you ever felt that you could have performed a lot better after you had a conversation with someone? Did you wonder why you didn’t handle it better? Have you ever said ‘Yes’ to someone’s request when what you really wanted to say was ‘No’? You deal with people professionally and personally every day. Any new skill that improves your communication with your colleagues, bosses, clients and your family can have profound effects on your self-esteem, personality and subsequently your productivity. We all know how miscommunication can lead to inefficiencies and cost us dearly.

Influencing is a skill that we simply learn as we grow up by copying others around us or based on our experience in life. However, this can be limiting as we may never come across certain techniques and fail to understand that there could be an easier way to influence others. Fortunately, a systematic training such as this course can significantly help individuals to become better at this skill.

The ability to influence others is an incredibly important skill. Business environments can benefit from the existence of people who are well versed in the art of influence since they can handle situations better, are more emotionally skilled and can mitigate conflicts or difficult situations quickly.

How does knowing how to influence others help you in life?

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Lead others more effectively Teach or train others more easily Become more productive as a results of better communication with others Persuade others to follow you Change people’s opinion to match your desired state; change a “No” to a “Yes”

Example Let’s consider an example. Suppose a supervisor wants to get a member of his staff to come to work on time. The first attempt may go like this: Supervisor: “Jane, I want you to be on time when you come to the office!”

Jane agrees, makes an effort to be on time next time, though after a couple of weeks falls back to her original habit. The supervisor calls her again and says, Supervisor: “Jane, this is not acceptable. We had a chat about this and you agreed to sort it out.

If you are late again, I have no choice to reduce your salary or you need to find yourself another job!”

Jane is completely taken back by this. She simply didn’t think her behaviour was so serious or that it deserved such a harsh reaction. Although she is put off by it, she starts to think that maybe she is not in the right job after all. Perhaps it is time to move on and show this unforgiving supervisor that this is not the right way to handle people.

As you can see, this story did not have a happy ending. A mishandling by her supervisor (along with other inefficient communication skills he might have had) led Jane to decide that this company was not worth working for.

This situation could have been completely reversed if Jane’s supervisor was aware of many other influence techniques he could have used in this scenario. In this example, he used “Logic” and then went straight to “Force” which is a last resort influence technique to be used only when all other techniques have failed. He could have employed many other techniques in between these to achieve his objective of correcting Jane’s behaviour while keeping her happy and motivated. It turns out that it is actually easy to use these range of techniques and we only need to train ourselves to be constantly aware of them and do not let emotions to take over our decision making process. This course systematically teaches the delegates about these techniques and prepares them to face real-world situations armed with these influence skills.

To become better at influencing, delegates need to learn and practice the skills over and over again until the skills become second nature. This course contains theoretical content along with many exercises designed to help the delegates to achieve this and understand that there are many ways to influence others.

In this course, a variety of psychological techniques are presented and discussed. It includes a range of role plays and group discussions that will help delegates to learn how to change opinions, avoid conflicts through positive influence and simply be in control.

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In this course delegates will learn: Strategy

What is the best strategy for long term influence on someone else?

What is the importance of goals and how does this affect your influencing strategy?

Influence Techniques

How to gain commitment without using power, position or status?

Use a variety of diplomatic techniques when talking to deliver your messages softer and more positively?

How to influence others without resorting to force or authority as soon as you receive some resistance?

How to use 9 powerful influence techniques suitable for a range of situations to positively influence others?

Influence Principles

How to take advantage of empathy and listening skills to gain the trust of others and take steps to build a long term relationship?

What are the 6 universal influence principles and how to use them?

Interacting with Others

How to increase your presence and make it easier to influence people?

How to give feedback and expect to get results?

How to influence others positively or negatively using the three primary influence dimensions?

How to boost others and motivate them?

How to make people feel better if they are depressed or are down?

How to say No to people on your level, below you or even above you?

How to praise others to encourage them strongly in the direction of your choice?

Getting What You Want

How to phrase a request?

How to ask others for what you want?

How to use emotions to get the attention of others and use this to deliver your message for maximum effect?

Audience: Anyone Prerequisites: None Course Duration: 1 Day 174 Š Synergy International A Registered International Company in the UK Registration No 7052579

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Course Level: Intermediate By the end of this course the delegates will be able to:

Sequence your statement efficiently, so that you can get maximum effect for the objective you have in mind.

Show your understanding when communicating with others and open up the conversation Use the 6 universal principles of influence and learn how to counteract them Deliver your potentially negative message while getting a good response Encourage or discourage anyone strongly in the direction of your choice Use a simple technique to reinforce the behaviour of team members Say No decisively and politely Phrase your sentences efficiently when selling a product or an idea

Some people might envy others on how good they are in the art of influence. However, influence is just a skill like any other. What most people may not be aware of is the incredible amount of new research carried out in this field. New technology has allowed many researchers in psychology to analyse and monitor human behaviour better than ever before. The research has opened up many areas. For example, by using a variety of survey techniques we now know the fundamental principles of influences, the long term effects of praise (in children and adults alike), human needs and how they lead to complex behaviours observed in us and many other topics.

However, this kind of research is usually very academic. You may read a book and be blown away by it but that doesn’t mean that you will be able to easily apply the principles discussed in the book to your everyday life.

This course takes advantage of the research in these areas and provides a range of step-by-step techniques that can be easily thought and used in any situation. Delegates will appreciate this kind of content, because it is easy to learn. Delegates often don’t like to be preached and certainly don’t like long speeches by a trainer. However, they are always very interested to learn specific step-by-step concise guides such as a 4 step process to provide feed-back to others in order to influence them without making them feel defensive.

This course is packed with such techniques. They are relatively easy to teach yet quite effective.

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conflict management Conflict Management this course is accredited by ICM & ITOL 1 Day Training Course Description “Conflict is the gadfly of thought. It stirs us to observation and memory. It instigates to invention. It shocks us out of sheep-like passivity, and sets us at noting and contriving.”

John Dewey Conflicts can be hard. We get so emotional that sometimes we feel we can’t take it at all. Do you know anyone who is good at conflict management? Do you admire them? Do you envy them? Not so surprisingly most people want to avoid conflicts altogether. Many get so emotional that they feel they can’t even say a single word. Others may rely on a simple age-old technique of silence treatment, which doesn’t really do them or others any good.

So, what should we do when we are in a conflict? Should we just leave it and hope that it goes away? The chances are that it probably doesn’t go away and will come back to haunt you.

Conflicts have a tendency to escalate when untreated, they can make the environment toxic and unproductive and eventually the conflict may come to control you rather you controlling it.

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some pain and come out of the dental surgery, relieved that it is all over. In fact, on reflection you may decide that it wasn’t that bad after all and you should have even done it sooner.

Conflicts are actually good since they push you and others to move forward in your relationship.

The post-conflict result is usually more mature and you usually end up appreciating others’ point of view as well. After all, you want to arrive at a resolution that is satisfactory to all sides. Hence, conflict management skill is a must have for anyone in today’s market.

Course Design The systematic design of this course facilitates understanding conflict, detecting signs of conflict escalation, responding to such signs with appropriate action and finally using effective techniques to resolve the conflict.

This course focuses on positive and productive aspects of conflicts and explains how we can benefit from situations which are often perceived as negative and destructive. Conflicts, if managed correctly, increase understanding and wisdom.

Delegates will be introduced to a variety of psychological tactics sometimes used by others as a way to create a conflict. Understanding such tactics and mind games enables one to prepare and respond effectively in order to prevent a conflict.

Delegates will also explore emotional skills critical in dealing with other people and learn how to control their emotions as well as those of others and guide the debate towards a win/win outcome.

The rich selection of scenarios and exercises in this course will help delegates to master these skills quickly and efficiently.

In this day-long highly practical course delegates will learn: What is Conflict?

How conflicts evolve?

What is good or bad about conflicts?

What is the life cycle of conflicts?

How conflicts escalate?

What can you learn from Game Theory to manage conflicts?

How to Handle Conflicts?

How many different ways can you approach a conflict and what are their advantages and disadvantages?

How to systematically analyse conflicts based on the benefits to you or the other party and how to use this knowledge to resolve them?

How to decline a request while avoiding conflicts?

What is an effective conflict resolution process?

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How to use a 6-step conflict resolution formula?

How to Manage Emotions?

How emotions affect discussions?

How to avoid emotional decision making?

How to use anger management in resolving conflicts?

Learn about a series of psychological tactics used in conflicts and know how to respond to them when used on you, or exploit them yourself.

What are the 15 main causes of conflicts?

How to Respond to Escalating Situations?

What approaches are used in a discussion to win the conflict?

How to respond to such approaches when used on you?

Learn how to react to arrogance, vague statements, personality attacks, exaggerations and many other commonly used tactics in conflict.

How to Negotiate?

How to negotiate effectively to get to a win/win outcome?

What is Principled Negotiation?

What is Organisational Conflict and what are the 6 ways you can use to manage it?

How can you use well established negotiation strategies to resolve conflicts?

How can you use third-party intervention and what types are available?

How to Prevent Conflicts?

What systems should be put in place in organisations to prevent destructive conflicts?

What resources do you need to manage conflicts efficiently?

What kind of third-party interventions exist and how can you use them to resolve conflict?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Recognise conflicts and their escalation over time so you can address them more effectively Select an appropriate conflict resolution style based on your needs to get maximum results 178

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Manage your emotions and influence others emotionally when in conflicts Recognise Tactical Approaches used when interacting with others that may lead to conflicts and take appropriate steps to avoid a conflict developing Negotiate over what you want and move on to a win/win outcome Prevent destructive conflicts at the workplace

Conflict has long been recognised as a source of self growth and increased team cohesion in addition to its potential disadvantages when handled badly. As Esther Harding wisely said: “Conflict is the beginning of consciousness”. However, people still have a negative perception of the conflict and it is often dreaded and avoided.

The materials in this course have been designed to deal with such negative outlooks. The Conflict Management course materials aim to address and accommodate benefits associated with successfully resolving a conflict and preventing it from becoming a source of irritation, mistrust and failure while exploring the potential problems caused by an escalated and poorly managed conflict.

This course explores the core principles of conflict management such as conflict life cycle, styles of conflict resolution and detailed steps in conflict management and introduces effective negotiation techniques, management of organisational conflicts and third party interventions. A comprehensive selection of practical and interactive exercises and realistic scenarios enables delegates to practice their newly acquired knowledge and become more confident in implementing them in real life situations.

Here at Synergy International, we respect and value each trainer’s personal choice on highlighting different aspects of Conflict Management and therefore as with all the other courses on offer from Synergy International, your trainers have unlimited rights to customise, edit or modify the contents. The specific design on the course also enables trainers to use slides, hand outs and exercises in combinations with their own materials.

Handling Difficult People Handling Difficult People this course is accredited by ICM & ITOL 1 Day Training Course Description “If you don't like something change it; if you can't change it, change the way you think about it.”

Mary Engelbreit We often have to deal with difficult people in our professional environment and sometimes even in our personal everyday life. Any 179 © Synergy International A Registered International Company in the UK Registration No 7052579

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interaction or communication with such people can prove challenging and consumes a lot of our time and energy. Such situations can easily turn emotional and unproductive with long term effects on relationships.

Fortunately difficult people are well studied and physiologists have found a great deal on the origin of their behaviour and subsequently on how best to deal with them based on their inherent weaknesses. This course relies heavily on the latest psychological research and provides several concise easy-to-use formulas that delegates can use to deal with challenging situations promptly.

The course is packed with exercises, relevant case studies and role plays that enables delegates to understand the methods better and practice them immediately after introduction. Optional activities and exercises are also provided to easily extend the course and adjust the pace for different needs.

In this highly practical course you will learn: What is the best mental attitude when confronted with challenging people?

What is the best long terms strategy?

Why self-examination is important and how best to do it?

How to deal with conflicts, physically and emotionally?

What is “ironic processes of mental control” and how can it help in optimising the delivery of your demands?

How to commit to action and get optimum results next time you are challenged by a difficult person?

In how many different ways can you respond to someone and what results do you expect?

What are the four responding styles, when to use them and where should you avoid using them?

How to avoid unpredictable reactions to your comments by observing and analysing the other person for specific signs?

How to listen and respond emphatically and connect when needed?

How to engage in a conversation and show that you understand and care?

What to do to stay focused on a conversation and avoid drifting away?

What is ‘click-wirr’ and how to use it in a conversation?

How to ask good questions based on your encounter?

What non-verbal signals you should be aware of and use?

How to handle conflicts?

What is the optimum process of conflict resolution?

What are conflict resolutions styles?

How to use the styles in sequence to get maximum results?

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How to deal with confrontations?

What is APA communication model and how can you use it to manage difficult people?

How to use the 5-Step Guide to Confrontations?

What can be learned from confrontation examples?

How to deal with reactive and toxic words?

How to prevent a challenging conversation by choosing the right words?

What are the toxic statements, phrases, gestures and attitudes that can significantly affect your conversation and relationship with the other person?

How to avoid using them and handle people who use them on you?

What are the characteristics of difficult people and how to deal with them?

What are the example behaviours?

What are the origins of theirs behaviour?

How to deal with them?

Audience: Anyone Prerequisites: None Course Duration: 1 day.

Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Use the right mental attitude when confronting others to minimise the effect of difficult encounters Choose the right responding style when dealing with others Make constructive conversations by staying focused and in control Select an appropriate conflict resolution style to get maximum results React to confrontations quickly and efficiently while maintaining your emotional balance Identify toxic words and handle them while maintaining the efficiency of your conversation Identify the type of difficult people you are dealing with and respond accordingly

The Philosophy Behind Handling Difficult People Training Course Dealing with difficult people is one of the most demanding parts of people’s professional and sometimes personal life. The simplest interactions with these types of people, consumes a lot of time and energy and can leave people feeling tired and emotionally drained. Understanding the characteristics of difficult people, why they do what they do and the origin of their behaviour will enable delegates to deal with them more effectively.

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This course aims to introduce simple yet effective techniques that can be used in dealing with different challenging people or situations. Delegates are encouraged to look at difficult behaviours from different angles and use a suitable style of responding in each case. The exercises in this course are designed to familiarise delegates to common challenging situations and enable them to use their newly acquired skills in dealing effectively with these people.

Unfortunately, many guidelines are all too easy on paper. For example, most people know that they should not be emotional when in a conversation. However, telling delegates, “Please don’t be emotional” doesn’t really help. Instead, the course provides easy to follow formulas that can be remembered and used assertively in order to achieve the overall objective.

The following example is well known in coaching circles; don’t tell a tennis player to “watch the ball”, because this simply puts them under a lot of pressure and distracts them from actually hitting the ball. Instead, instruct them to say ‘Bounce’ every time the ball bounces. This simple command makes the player look at the ball in order to say ‘bounce’ at the right time which means you achieve your objective of getting them to look at the ball.

Using this fundamental principle of coaching, the course guides the delegates to use various techniques when confronting challenging people without distracting them so they can receive optimum results indirectly.

Effective mEETING Effective Meeting skills this course is accredited by ICM & ITOL 182 © Synergy International A Registered International Company in the UK Registration No 7052579

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1 Day Training Course Description "In business, you don't get what you deserve, you get what you negotiate."

Chester L. Karrass As part of a busy business lifestyle, we spend a large amount of our time interacting with others, in particular with our customers. Keeping them happy is as critical as understanding their needs and concerns. It is well known that a large amount of time of an office worker is spent in meetings, a large portion of which is dealing with colleagues and customers. As a result it is quite critical for anyone to improve their customer management skills and be able to handle more senior customers as their skills are improved and get better results.

In this course you will be introduced to main aspects of managing customers in meetings. These include subjects such as establishing rapport, handling meetings, negotiating, reading body language and so on. For example, what if your client uses a dominant body position in the meeting room and continuously accuses you of missing deadlines? How should you reply? What if your client does not deliver on his promises and doesn’t understand the impact of his negligence on your team. How do you get him to correct his behaviour, without making him feel embarrassed? Many similar situations such as these are explored in detail in the course.

There are plenty of educational and entertaining exercises in this course designed to help the delegates put the theory into practice. The idea is that participants should learn the skills during the course by using the new concepts they have learned in controlled exercises and role plays.

This is known to increase the retention rate and is the ideal method to learn rapidly with minimum effort.

In this course you will learn:

Effective interactions with customers in the meeting What to say, how to say it and the way to present yourself Handling aggressive customers in the meeting Greeting customers and creating rapport Read and understand your customer’s body language Use effective body language gestures to get maximum results from your meetings Manage efficient meetings with customers or co workers Preparations, running and finalising meetings Effective listening skills and questioning methods Reaching a fair deal with a customer Maximising long term profits in repeated negotiation in the meeting Negotiation strategies Reducing tension during meetings 183

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Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Intermediate By the end of this course, participants will be able to:

Build strong relationships with your clients Read body language and use it to your advantage Lead and participate in efficient meetings to get maximum results Ask specific types of questions to obtain more information Negotiate effectively and make “fair” deals Participate in many educational and entertaining exercises to learn the skills quickly

This course primarily deals with customers and meetings. Many of daily interactions in an office are carried out in meeting with clients, customers, colleagues and managers. This course is designed to train the delegates to master the art of inter-personal communication in meetings.

Many office workers learn this skill on the job. Right from day one when they join a new company, they are invited to meetings and they simply observe and copy the behaviour of others in their future meetings. After all, they take others’ behaviour as the norm. However, a company culture set by socially dominant people may not be the most efficient way to handle customers.

Bad habits can creep in and soon customers may start to turn away from the organisation. A systematic course on how to handle such meetings can greatly help people to understand the intricate psychological aspects of such encounters and maximise their gain.

This course contains many case studies and practical’s that help the delegates to practice handling different situations under the supervision of a trainer. Course notes and exercise sheets contain all the information a trainer needs to use to guide the delegates. Workbooks contain detailed reference material useful for both the trainer and the delegates. Course guidelines, recommended reading, etc. further help trainers to quickly familiarise themselves with the course.

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interviewing skills Interviewing skills this course is accredited by ICM & ITOL 3 Day Training Course Description “The uncreative mind can spot wrong answers, but it takes a very creative mind to spot wrong questions.”

Anthony Jay In the course of a lifetime, most people tend to apply for new positions and change jobs at a few times. The process of getting into a new role or obtaining a new position often involves interviews. Success in an interview in majority of cases guarantees getting hired.

The information and skills needed for achieving success in an interview process can be learned and mastered through effective training and practice.

In this course, we cover the life cycle of an interview from the beginning to the end, while explaining pre and post interview activity and processes. This course introduces the delegates to the objective of the interview, the necessary preparation before attending the interview, interviewer’s mentality and purpose, different types of interview questions and the affect of applicant’s image, behaviour and body language during the interview. Essential interview skills such as communication skills, effective listening skills, how to handle salary questions, responding to common interview questions, reducing anxiety and making the best impression are also covered in the course. Effective tactics and strategies accompany question examples in every stage and enhance the process of learning new techniques.

This highly practical course contains a vast number of practical exercises, real life scenarios and case studies which help greatly in imitating an actual interview. The course encourages delegates to participate and interact in a stimulated interview environment during the training session and prepare for different stages of the interview process. Each main section in the course is followed by practical exercises to accelerate the learning process and increase memory retention.

These exercises become progressively more sophisticated until at the end of the course you will take the role of an interviewee and go through a final simulated interview which is scored accordingly.

In this day-long highly practical course you will learn:

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What is the Best Strategy to Approach an Interview?

What is the purpose of an interview?

What types of interviews exist?

Who gets hired?

How to prepare for an interview?

What Goes on in the Mind of an Interviewer?

What psychological techniques can you use to leave the highest impression on the interviewer?

What does the interviewer look for?

What is the interviewer afraid of?

What Should You do and How Should You Behave at an Interview?

How to greet?

How to present yourself at your highest?

What is the best body language?

How to convert your nervousness to your advantage?

How to shake hands?

How to sit, how to move, where to look, etc.?

How to Structure Your Conversations?

What to say?

How to improve your conversation by paying attention to the words spoken?

How to make the best of words?

What strategies to use to make yourself likeable?

How to satisfy the desire of the interviewer, who wants to know you inside out, by using specific words and styles of communication?

How to show that you are truly interested in the job?

What is the Best Strategy to Use When Making Conversations?

How to deal with general questions such as “Tell me more about yourself”?

How to deal with difficult questions?

How to prepare for questions you might not anticipate?

How to handle salary questions?

How to improve your listening skills?

How to Answer Questions?

What are the most common questions asked in interviews?

What is best way to answer these questions?

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How to Leave an Interview?

How to close an interview and leave a good impression of yourself?

How to maximise your chances of success in the interview using a few simple tricks at the end of an interview?

You get to practice many methods during the course and also receive detailed course material for study and reference after the course.

Audience: Anyone Prerequisites: None Course Duration: 3 Day depending on your pace and use of optional content.

Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Learn and use effective strategies to handle interviews understand what interviews are all about Look at the interview from the interviewer’s position to better formulate your responses Reduce your anxiety and get maximum results by putting your best impression Learn how to make the best use of words and apply established tactics to get maximums results in interview conversations Learn how to make effective interview conversations and use the best strategies to get maximum results Answer interview questions confidently using the most effective strategies Finish the interview in a way to increase your chances of success.

The Philosophy Behind Interview Skills Training Course The course is designed with the latest advances in training and skill transfer where delegates will be going through the content repeatedly from many different angles until they can memorise the topic during the course. Many areas are covered as discussed in the course description. To make sure the content is memorised easily, each topic is followed with a specific exercise that helps the delegates to understand what was just covered.

Due to a large amount of theoretical content in the course, it can easily be extended to more than one day. Optional exercises are provided along with guidelines on how to extend the course.

If you follow with a multi-day course, you can spend more time on certain critical topics or repeat certain exercises to make sure that delegates will completely learn the new skills and distance themselves from their previous bad interview habits.

We believe that the best way to learn is by examples as demonstrated by many studies. As a result, just about every topic in the course is covered with comprehensive examples so that 187 Š Synergy International A Registered International Company in the UK Registration No 7052579

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delegates can see exactly what they need to do or say in a given situation. Experience shows that learning using examples is extremely effective especially when new topics are described for the first time. This method of teaching is also very quick which means more content can be covered in a given time.

All in the all, the course material is an excellent resource for trainers who are engaged in teaching Interview Skills and considering the current global financial market, it is indeed an important area worth considering.

stress management Stress Management this course is accredited by ICM & ITOL 1 Day Training Course Description “A man is but the product of his thoughts what he thinks, he becomes.”

Mahatma Gandhi In today’s world, we experience a lot of demand for our time, inputs and contributions to the organisation we work for and the society at large. Such demands are increasing as world is getting more complex and real-time due to all the technological progresses and this can inevitably leads to more stress.

As a result, managing stress is a critical skill that you must master and pay more attention to as we advance more into the future. Stress management is about increasing productivity and operating at peak performance. With the right level of stress you can achieve as much as you are capable of, not to mention a higher chance of enjoying what you do when you are at it.

This course walks through many aspects of stress management such as time management, people skills, motivation, diet, influence techniques, right mentality, assertiveness and so on.

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Each topic is explored in detail and exercises are provided to emphasis the skills during the course. Managing stress requires the correct mentality and attitude towards life. This course, through several sessions and subjects, repeatedly explores this important topic so that the delegates are more likely to adapt to the new point of view and approach life with the right skills to get maximum results.

In this day-long highly practical course you will learn:

What is stress How to take advantage of stress to increase your performance What is the impact of stress at individual or organisational level How to monitor yourself to detect the early signs of stress What are the myths about stress How to interact with people and manage your stress to get maximum results How to use the power of mind to its fullest capacity to get back in control of your life How to organise and use time management to increase performance and reduce stress How to read body language signals How to assertively communicate with others What physical exercises work best to relive stress How to observe your emotions when getting stressed and respond to them accordingly How correct breathing can help you to become more productive How to use diet to manage stress How to delegate to maximise your throughput How to use a set of eleven techniques to reduce stress. These techniques are extensively explained and are accompanied with various exercises How to say No and offload work from your busy life How to use the power of positive thinking to master the art of stress management

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginner & Intermediate

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

Understand how stressed you are, what it means for you and how it impacts your life Monitor your stress level and detect when it is reducing your performance Anticipate and resolve stressful situations systematically using time-based and people-based techniques Use specific exercises & diets to become more productive Respond to stressful situations using a variety of powerful techniques and become more productive 189

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Say No and be loved for it!

Use autosuggestion and imagination to full extent to manage your stress level

The Philosophy Behind Stress Management Training Course Stress management touches on just about every topic in the spectrum of soft skills. This is natural as stress management is about productivity and mental health. The course is designed from the ground up to expose delegates to as many areas as possible for the duration of the course so not only they get to experience different techniques used for managing stress, but they can also understand which areas they should expand on. Stress management is a lifelong skill and indeed a one-day course might not be enough. By exploring many topics, delegates come to realise that there is more than one solution to stressful situations. If they have tried something in the past which didn’t work, they can see that there are many more methods they can still use.

Questionnaires, individual exercises and group activities are all there to help the delegates identify any unhelpful mentality and learn new skills to deal with developing stressful situations.

performance management Performance Management this course is accredited by ICM & ITOL 2 Day Training Course Description

“The gem cannot be polished without friction, nor man perfected without trials.”

Chinese proverb In today’s competitive market, it is absolutely essential to systematically manage the performance of employees to make them as motivated and productive as possible. Any organisation that risks neglecting this important systematic review, is bound to fail when competing against those who use such optimisation.

It is well known that motivated staff not only work harder and longer, but are also much more likely to innovate and bring new ideas than others. Innovative companies are much more competitive and can handle bigger challenges swiftly and come out stronger than their 190 © Synergy International A Registered International Company in the UK Registration No 7052579

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competitors.

To create a productive atmosphere, an organisation simply needs to respond to the needs of its staff. Understating what motivates employees and aligning it with organisation’s objectives is the essence of an effective performance management system. This system requires HR support, periodic appraisals and constructive coaching sessions.

In this course, delegates learn how to perform the role of an appraiser or a coach who needs to interact with employees, co-workers, team member or others to provide feedback to them.

This role can be assigned to anyone including team leaders, managers, supervisors, colleagues or ever staff from other departments. Whatever the role of an appraiser, this course prepares them to provide continuous and periodic feedback to appraisees. Continuous feedback is provided through regular coaching and mentoring sessions while periodic feedback is provided through appraisal meetings. Delegates learn how to ask the right questions, help appraisees to set goals and targets, how to motivate them, how to deliver difficult messages and in short how to help them to increase their productivity.

The course is divided to various distinct sessions where delegates learn the specific skills and get to practice each skill in carefully designed exercises.

In this highly practical course delegates will learn: Performance Management

What is performance management?

What is the difference between modern and traditional methods and why this matters?

What is involved in a performance management system?

What should an appraiser do?

What is 360 degrees feedback program and how can it help?

Appraisal Meetings

How to hold an appraisal meeting?

How to prepare for the meeting as an appraiser or appraisee?

How to structure the meeting?

What to talk about at the meeting?

What is the preferred order of topics to go through in an appraisal meeting?

How to encourage openness?

What types of questions work best in an appraisal meeting?

Goal Setting

How to set useful goals?

How to motivate an employee to follow and reach his goals?

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How to avoid setting bad objectives?

How to make sure performance targets are consistent with business objectives?

What is KPI and how does it relate to performance management?

How to reduce apathy and encourage individuals to reach peak performance?

How to influence individuals by modifying their thought patterns using the latest research in behavioural psychology?

Rewards

What reward systems help to boost staff’s performance?

How to rank employees against their colleagues and co-workers?

How can ranking systems fail and what should you be aware of in the context of performance management?

Coaching

What is the best way to coach?

What are the principles of learning?

What is the best way to coach individuals?

How should you formulate your sentences to have maximum effect in a coaching session?

Communication Skills

How to provide constructive feedback?

How to deliver praise?

How to provide feedback on difficult situations?

How to systematically help individuals to become aware of what others think of them and how they can reflect on this to improve their performance?

Audience: Anyone Prerequisites: None Course Duration: 2 Day Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Setup an appropriate performance management system based on modern principles and methodologies Set efficient objectives that lead to productivity and follow guidelines on how to continuously manage performance Hold a constructive appraisal meeting that helps to motivate the appraisee and maximise information transfer Use appropriate reward and ranking systems that increase appraisees’ motivation and 192

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guide them towards the right direction Use the GROW model to coach, question and guide a coachee Motivate individuals, reduce apathy and increase their confidence in themselves to achieve more than ever before Deliver your potentially negative message and get a good response Use an effective technique to reinforce the behaviour of others in the direction of your choice Apply a powerful method that lets people to discover other people’s true opinion about themselves

The Philosophy Behind Performance Management Training Course Some organisations treat performance management and appraisals as a formal exercise in paper pushing. An appraiser and an appraise sit around a table, discuss a number of points mentioned in the form provided to them by their HR department while always thinking that this entire exercise is a waste of time and they rather be working on their projects instead. Naturally, these employees may eventually believe that appraisals are just there to keep HR busy or are carried out at the end of the year to see who gets a bigger share of the bonus pie.

A good appraisal system is not just about figuring out how much bonus should be paid to a particular employee, it is about motivating staff and increasing their productivity which in turn will increases their job satisfaction.

This course is carefully designed to address various skills required when appraising others. A typical team leader who is assigned to appraise a team member might be good at leading team but not know how to run an appraisal meeting. Coaching, mentoring and goal setting is an important skill for appraises and delegates get many chances in this course to practice such skills.

Similar to other courses provided by Synergy International, the emphasis is to get delegates to practice the skills rather than just to lecture them on these topics and expect them to know what to do. Of course, sometimes it is necessary to brief them on theoretical aspects of appraisal systems used today such as reward and ranking so they know how the whole system works and what their role is in the system.

This course is not specific to any particular role such as managers or leader who might regularly perform appraisal. It is suitable for anyone who has been assigned the role and needs to mentor or coach another employee and appraise them.

Train the Trainer Train the Trainer Delivery Skills this course is accredited by ITOL 193 Š Synergy International A Registered International Company in the UK Registration No 7052579

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5 Day Training Course Description “I never teach my pupils; I only attempt to provide the conditions in which they can learn.”

Albert Einstein Delivering a training course requires many skills. A trainer must know the content well or be an expert in it, be able to communicate well, know how learning works, have a high level of empathy to understand what delegates are going through and be able to show enthusiasm about the content.

Since these are only skills, anyone can master them with correct training. Trainers must feel confident about their domain or expertise, however a good trainer must poses a set of skills directly dedicated to training others and on transfer of knowledge form one person to another.

People always remember a good teacher many years later and the same applies to the training world. Becoming a good trainer is not at all hard. All you need to do is to practice the required skills and have persistence to use them. Next, adjust your performance based on the feedback from your delegates and how much they have learned from your delivery session.

However, there is a catch. Most people go through many forms of training in their lifetime and when it comes to delivering a training course, many simply copy what was used on them.

Invariably they were lectured and presented to during their education and trainers simply use the same techniques to train others. Unfortunately this leads to sub-optimal results since training is very different from lecturing. The most important lesson a trainer must learn is this distinction which does not come naturally and it is a skill that needs to be acquired through practice and persistence.

This course allows trainers to acquire these critical skills by understanding the way they work and delegate’s learning patterns. The course employs the same mechanism to train learners; hence learners can see the method both in theory and in practice. As a result, this comprehensive course allows delegates to learn a substantial amount of content in a very short time. The course is designed to take place over three days. Although this is the recommended length, you can easily modify the content to suit your delegate’s needs and time available for training.

The Train the Trainer course prepares delegates to deliver outstanding training sessions regardless of the topic. In addition, it also prepares delegates to use dedicated Synergy International training materials which are designed in line with Accelerated Leaning principles discussed in the course. Delegates who go through this course can easily pick up any Synergy International course and know how best to present it.

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Training Presentations and Demonstrations This is a hands-on course where delegates learn to practice all the skills taught. Delegates are expected to bring a prepared session to the course and present it. Comprehensive instructions are provided to systematically assess their performance and provide feedback. The feedback is used to tailor the course to their specific needs.

Throughout the course, learners will participate in many exercises designed to teach them specific skills such as sequencing, delivery, body language, verbal skills and so on.

Home assignments are provided where participants are expected to prepare for next day’s training sessions.

Finally, participants present their sessions and get assessed on their performance. Again, comprehensive instructions are provided on assessment. This is recorded based on 4 sets of criteria on content, delivery and sequence which is explore during the course. Delegates who pass according to a set standard will be awarded a certificate of achievement.

In this highly practical course delegates will learn: Day 1 How Learning Works?

What is Accelerated Learning and how to take advantage of it in a training environment?

What are instructional methods and which types are suitable for training?

What is Competency Based Training?

Day 2 How to Sequence Your Content?

What is an ideal order of content to go through when delivering a course?

What should be included in the introduction?

What should be included in the body?

What should be covered at the end of the course?

Day 3 How to Present Your Content?

How to balance the distribution of your content to get best results?

What is the effect of using examples and case studies in training?

How to monitor progress?

How to deliver the information to increase memory retention and learning?

How to exploit repetition?

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How to Plan Your Training?

How humans process information and what does it mean for a trainer?

What materials do you need to run a course?

What tools to use to boost the effectiveness of your training and increase learning pace?

How to use little-known MS Power Point features to enhance your training?

How to prepare for deliver a course?

Training Presentations

Preset prepared training sessions Receive systematic feedback on these presentations Prepare new training sessions for assessment

Day 4: How to Master the Art Delivery?

How to take advantage of Cognitive Training Model to focus your training on your learner and get best results?

How people learn?

How people forget?

How people can learn together?

How to Take Advantage of Your Environment for Training Delivery?

What is an ideal training room configuration for specific courses?

What training aids can you use?

How to control pace?

How to take advantage of body language?

How to Deliver Using Effective Verbal Communication Skills?

How to handle questions?

What are questioning strategies and when should you use them?

How to formulate your questions to get best results?

How to increase delegate participation?

How to coach?

How to increase enthusiasm?

How to avoid bad questions?

Training Exercises

Design and structure a new training presentation for demonstration Practice on delivering this presentation using new techniques learned in the course Receive feedback on delivery of this training presentation Implement feedback to improve the session 196

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Day 5: Training Demonstrations

Review content covered in the course and participate in recap exercises to reinforce learning ITOL Examination 3 hours Receive feedback for prepared training sessions before delivery All delegates present training sessions based on specific instructions. These sessions are prepared throughout the course based on specific exercises and home exercises taking place after each day of the course.

Receive systematic feedback based on 4 sets of criteria on delivery performance.

Delegates need to score based on a set standard to pass the assessment and receive a certificate of achievement.

Audience: Anyone Prerequisites: None Course Duration: 5 Days Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Demonstrate your training capability by presenting a short course Use Accelerated Learning principles and suitable instructional methods to deliver effective courses Sequence the course structure based on best practices in line with established learning methodologies Present your training content effectively while employing established learning principles Use training tools in line with human perception capabilities to maximise information transfer Increase learning based on Cognitive Training Model, training theories and memory patterns Take advantage of multiple channels of communication by exploiting the environment, using body language and training aids Use powerful questioning techniques, increase delegates’ participation, coach and handle difficult situations.

At Synergy International, we have spent a substantial amount of time to perfect this course. In line with the products we offer, our fundamental aim is to facilitate the training of others. As you can imagine, a Train the Trainer course sits at the heart of this mission and we have researched and developed this course with a huge amount of attention to detail to ensure we can provide a quality course highly beneficial to our customers.

The Trainer the Trainer course is suitable for anyone who aims to become better at training. The 197 Š Synergy International A Registered International Company in the UK Registration No 7052579

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research on best training methodologies is used in the course both as content (to be taught to delegates) and as the underlying training methodology (to transfer these skills to delegates).

This dual approach makes the course much more effective which means it can deliver more content at any given time.

Because of this feature, the course had to be carefully designed to transfer train the trainer skills, while also be an example of an ideal course delivery. The script is full of details on how a trainer who want to teach a Train the Trainer course should approach and deliver it to get maximum results. This training meta-knowledge, so to speak, is provided in the script at various intervals as necessary to facilitate the delivery of this course.

Customer Servic Customer Service Skills this course is accredited by ICM & ITOL 1 Day Training Course Description “As to methods there may be a million and then some, but principles are few. The man who grasps principles can successfully select his own methods. The man who tries methods, ignoring principle, is sure to have trouble.�

Ralph Waldo Emerson

Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer.

Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.

This course introduces delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

The focus of the course is to teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call 198 Š Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

centre support, medical support and so on. Delegates also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.

In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and communicating on the phone are discussed and best practices are shown.

In this highly practical course delegates will learn: Customer Service Principles

What are the fundamentals of customer service principles?

How to interact with different types of customers and different personalities?

What customers want and how to satisfy them?

Questioning Techniques

How to encourage a customer to give you more information by using correct questioning techniques?

How to use leading questions?

How to sequence your sentences for maximum effect?

Emotional Intelligence

How to empathise with customers and maintain rapport?

How to show you understand the customer and care about their problems?

Customer Service Scenarios

What does it mean to handle a customer professionally?

What are the common challenging customer service scenarios and how to handle them?

How to handle angry customers?

How to handle swearing customers?

How to handle mistrustful customers?

How to handle demanding customers?

How to handle a developing long queue?

Handling Complaints

How to handle complaints?

What are the principles of handling unhappy customers?

How to deliver a “Soft No”?

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Telephone Skills

How to handle phone calls?

How to put a customer on hold?

How to refer a customer to a colleague?

How to end a phone call?

Body Language

What body language signals are most critical for a great first impression?

What gestures put customers at ease and let you establish rapport with them?

How to spot the lies through body language?

Audience: Anyone Prerequisites: None Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Apply the essential principles of customer services to anyone who wants your 'output' Ask effective questions from customers to get results Use empathy to maintain rapport with customers Professionally respond to a customer’s demands & requests while maintaining rapport Sequence your sentences effectively to get maximum results Handle phone conversations professionally Read and interpret body language signals and use them to enhance your communication skills Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise.

The Philosophy Behind the Development of Customer Services Course Learning This course is designed based on the latest research in psychology and proven methods in effective teaching. Our training materials are designed based on one central entity; the learner.

The course is designed from the bottom up based on many practical exercises that the leaner will need to go through to learn the topic of the course. The objective of this approach is to make sure that the learner will learn everything on the day, not later. Repeatable exercises will help the leaner to memorise the content much more rapidly than traditional teaching allows.

The learner will go back to the real-world armed with the lessons learned and can quickly implement the ideas in the field.

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Customer Services The nature of Customer Services demands a lot of interaction. As a result, this course contains many group activities and one-to-one exercises, case studies and scenarios that address the most common situations encountered by Customer Service Representatives. The scenarios make the course entertaining as well as educational. The learners are encouraged to be creative and come up with solutions themselves.

The latest research in training methodologies show that learners who participate in the learning process, as opposed to being told how to do something, are much more likely to remember and apply the skills later on. This increases the efficiency of the learning activity as well as the productivity of the learners, not to mention that employers will benefit greatly from their ‘trained’ staff whom can use their training effectively on the job.

Presentation As in any training environment, the trainer may present a number of slides. Training is not giving a lecture or presentation. Instead it is more about facilitating the learning process with interactive teaching. As a result, we design the presentation slides with this need in mind. The slides are deliberately designed to be highly visually and minimal at the same time. We are all too familiar by death-by-power point. Latest practices in giving presentations show that use of novel imagery, along with engaging captions, presented with lots of stories are much more likely to ‘stick’ than the traditional bullet point presentations.

However, there is a balance to be made. A new trainer, who purchases these courses from Synergy International, will be more interested to get slides that contain material he or she can read and understand than some symbolic emotional images intended for the end-delegates. We achieve this balance by providing both the textual and visual content necessary to make a state-of-the-art training. In addition, comprehensive scripts help the trainers to master the content in a short time and get ready to deliver the training as quickly as possible.

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Training Catalogue 2011

Selling Skill Selling Skills

this course is accredited by ICM & ITOL

2 Day Training Course Description "A sale is not something you pursue, it is something that happens to you while you are immersed in serving your customer."

Unknown Since the industrial revolution, the world has gone though a major development frenzy leading to the production of the vast number of products and services that we enjoy today. As the number of products, ideas and concepts 202 Š Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

have increased, so is the need to inform and convince others of their benefits and applications to personal and professional lives. Sales skills therefore have become a vital part of any successful business and organization. The sophisticated sales industry active today has introduced new selling philosophies and pioneered modern techniques and sales methodologies.

Whether you are directly involved in sales as a salesperson or the production of these products or services, knowing how to sell is an incredibly useful skill. This comprehensive course, introduces traditional (influence-based) and modern (facilitative and consultative based) selling techniques and prepares the delegates for a variety of sales environments from retail and customer facing selling to sophisticated business-to-business trade involving large projects.

Psychology is one of the main components of this course. There is an emphasis on customer loyalty which is responsible for most sales and long term profitability of any business. As a salesperson you need to take specific steps (relying heavily on many psychological aspects) to create a loyal customer that keeps coming back to you time and again.

This course contains many exercises, roleplays, and guidelines to help the delegates master the sales skills during the course and start applying their newly acquired knowledge to their professional lives straight away. Bite sized group exercises are also provided that focus on specific concepts. These are then followed by more comprehensive sales exercises that help the delegates to put a series of smaller skills into practice and learn how to approach sale events as a whole.

In this day-long highly practical course delegates will learn: Why People Buy?

What are sales myths?

What attitudes work best to make the most conversations?

What is the relationship between sales and marketing?

What makes people accept a salesperson’s offer?

What Framework Should You Follow When Selling?

What are the historical approaches to selling?

What steps should you follow explicitly to get results?

How to close a deal with ease?

What Strategies Should You Follow?

How to overcome objections?

How to produce a convincing presentation?

How to prepare for a sales activity and what should you pay attention to before attending a sales meeting to increase your chances of success?

How to be an ethical salesperson?

What are the historical sales strategies and how have they progressed through time?

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Training Catalogue 2011

What is The Best Way to Structure Your Sales Pitch?

What formula works best?

How to create a loyal customer by delivering a pitch directly targeted at them?

How to respond to a customer’s needs?

How to Use Modern Approaches of Selling?

What are the best strategies to use in business-to-business sales activities?

How to establish rapport and gain the trust of the customer?

What are the differences between modern and traditional sales techniques and how can you take advantage of these new trends?

How does a successful salesperson cope with changes in modern trading?

How to Present Yourself Optimally Using Psychology?

How does first impression work and how to take advantage of it?

How to read the body language of a customer and use your own body language to emphasise key points?

How to improve your listening skills?

How to appear more confident?

Audience: Anyone Prerequisites: None Course Duration: 2 day Course Level: Beginners & Intermediate By the end of this course, participants will be able to:

Sell using a structured framework and have the right mentality to maximise your conversion Take advantage of modern sales techniques by understanding the difference between the traditional and modern methods Focus on the customer’s needs and pitch your sale from the most efficient angle to get maximum results Phrase your sentences efficiently when selling a product or an idea Sell by focusing on the customer using effective modern selling frameworks Use the power of the brain to optimise your sales activities Read and use body language effectively to enhance your communication skills.

Selling is a fundamental skill in today’s progressively complicated market. Many new methods and techniques have been developed to prepare salespeople in facing the new challenges of the market, however not all of them are successful in their approach.

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The materials in this course have been developed based on the understanding that no single method can be the only solution and that a portfolio of solutions dedicated to different environments is needed.

Delegates are provided with a number of interactive exercises which have proven effective in addressing important principles of selling. Some exercises are extended and repeated at different stages of the course so that participants can review and improve their responses based on feedbacks they have received already and have another chance to go through the exercise again.

Telephone Selling Skills Telephone Selling Skills

this course is accredited by ICM & ITOL 205

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1 Day Training Course Description “When people talk, listen completely. Most people never listen.”

Ernest Hemingway In today’s world, phone calls play an important part in our everyday communications in both personal and professional roles.

Phone conversations deny us the benefit of making eye contacts or observing others body language to make our interaction more effective. Therefore it is of outmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.

The rise of telephone services provided in global call centres and the expectation of consumers to get a good service no matter where they call has resulted in an ideal “etiquette”. This etiquette must be followed and mastered by anyone who relies on telephone conversations as a mean of communication with customers or colleagues. With the popularity of mobile phones people are now available almost anywhere and at anytime and knowing how to handle phone calls has become more important than ever before.

This course contains a lot of materials that covers different aspects of holding conversations on the phone. Delegates will learn how to handle angry or demanding callers, how to establish rapport, how to obtain information or provide it and how to structure their sentences to get maximum results. The course is suitable for handling business or office phone calls, customer service or sales departments and call centres.

The best way to learn telephone skills is by example. The course is packed with examples and exercises. Many guidelines and scenarios are provided to help delegates understand how to handle various challenging situations. The course contains examples on both good and unhelpful phone conversations to familiarise participants with different responses and help them understand ways of dealing with a variety of possible situations.

As with all Synergy International courses, this course heavily relies on Accelerated Learning principles which facilitates the transfer of knowledge as efficiently as possible. The course comes with comprehensive trainer guidelines, workbook and exercises which will help trainers to easily setup an effective learning environment.

In this highly practical course delegates will learn: How to Serve People on the Phone?

What callers want?

What do you want?

What people don’t like about phone conversations?

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How to Establish Rapport?

How to connect to callers emotionally?

How to control your tone of voice?

How to be emotionally skilled?

How to Obtain Information?

How to ask efficient questions to get maximum amount of information?

How to minimise misunderstandings?

How to ask probing questions?

How to Provide Information?

How to present data or guidelines so a customer can easily follow and understand?

What not to do when providing information?

How to Hold Telephone Conversations?

What are common situations you need to handle when on the phone?

How to open phone conversations?

How to answer phones?

How to close a phone conversation?

How to put on hold?

How to transfer?

How to pick up someone else’s phone?

How to Control Your Tone and Your Content?

How to structure your sentences?

How to get around the lack of body language signals?

How to talk with an appropriate rate of speech?

How to Deal with Common Scenarios?

How to respond to angry, demanding or other types of callers?

What strategies can you use when you encounter difficult situations?

How to Listen?

How to exploit the power of listening skills?

What callers want and how to show that you understand their requests?

Audience: Anyone Prerequisites: None 207 Š Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

Course Duration: 1 Day Course Level: Beginners & Intermediate By the end of this course the delegates will be able to:

Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation Handle emotionally charged conversations on the phone while staying in control Ask ideal questions from callers to maximise information transfer Handle your phone conversations professionally and leave a positive impression on the other person Handle phone calls based on the types of people you are communicating with Provide information clearly and efficiently while increasing retention and checking understanding Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services Handle challenging scenarios and common situations when interacting on the phone Listen actively to callers and demonstrate that you understand their needs.

The Philosophy Behind Telephone Skills Training Course Making good phone conversations is all about knowing what to say, when to say and how to say it. All three require examples and a persistent attitude to practice until mastered. The course is designed from the outset to satisfy all three areas. We believe it is critical for learners to see how a conversation can fail before they are told how they should perform it. This is why the courses contains many examples of failed phone conversations in addition to effective and professional conversation suggestions that demonstrate how not to handle a particular situation.

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Training Catalogue 2011

209 Š Synergy International A Registered International Company in the UK Registration No 7052579

Training Catalogue 2011

210 Š Synergy International A Registered International Company in the UK Registration No 7052579