Certificate in Advanced Business Communication by Informa Middle East

Certificate In Advanced Business Communication

Communicate More Effectively Than You Ever Believed Possible

5 Key Business Benefits 1.

Increase your interpersonal effectiveness in every business situation by using advanced communication skills that build trust and rapport

Deepen your understanding of your customers’ needs and achieve improved business results by developing powerful listening and language skills to uncover people’s underlying values and beliefs

Get the results you want every time you negotiate, interview, manage staff or sell through deep understanding of the other party’s needs

Increase employee engagement by improving your communication skills and learn how to deal effectively with the full range of staff management situations – both formal and informal

Take advantage of four days of expert coaching and skill development with a leading business communicator – set yourself on the path from ‘unconscious competence’ to ‘conscious excellence’ and achieve improved business results

Who Should Attend? This advanced skill development masterclass is designed for people who want to dramatically improve their workplace communication, taking it to a level they didn’t know existed. It will benefit everyone involved in negotiations, interviewing, managing staff and selling. The core communication skills that you will learn can be applied in any situation.

18 – 21 May 2014 • Dusit Thani Hotel, Dubai, UAE 23 – 26 November 2014 • Radisson Royal Hotel, Dubai, UAE Organised by

www.iirme.com/advancedcommunications

Course Overview • • • The George Washington University School of Business, IIR Middle East’s Academic Partner, is dedicated to excellence: in its teaching and research about management, in the public and private sectors, within the United States and internationally. The school has a 75 year history of preparing men and women for leadership in both the public and private sectors. Known internationally for its dedication to academic excellence, the school draws students from all parts of the United States and around the world. Beyond first class teaching and scholarship, the school’s faculty offers practical experience in the issues and challenges confronting business and government. Its research centres link faculty and students with US and international business and government organisations. Recent distance learning initiatives have expanded the school’s global reach.

About Your Expert Course Leader Richard Mullender, Director, Cliff Edge Communication, is not only a renowned hostage negotiator and trainer; he is also responsible for designing and delivering the latest Scotland Yard Advanced Interviewing course for detectives investigating all major offences including murder, arson and terrorism. Richard now brings the advanced communications skills he has developed through his policing career and placed them firmly into the business world, delivering courses and workshops to such diverse groups as Oracle, BNP Paribas, the Metropolitan Police, FBI and the United Nations. Richard spent the early part of his career as a CID officer in London. He worked on major investigations throughout his career and in 1994 he became a trainer at the Scotland Yard Crime Academy. During his time there he helped develop courses for recruits, detectives, newly appointed managers and officers tasked with the investigation of major crime. He also designed and delivered the extremely effective basic investigation programme for the South African ‘Scorpions’, and he has delivered interviewing and investigation programmes in Brazil. In 2001, Richard was selected to work for the National Crime Operational Faculty at the Police Staff College as their lead in investigative interviewing. Throughout his time there he was responsible for ensuring the quality of interviewing training nationwide. He was also a member of the Investigative Interviewing Policy Group which reviewed and redesigned National Interviewing policy. In 2002, because of his work in interviewing and his training background, Richard was asked to join the Hostage and Crisis Negotiation Unit based at Scotland Yard. Having been trained as a negotiator and attended a number of incidents he was given the responsibility for redesigning and developing the national hostage negotiator course. Richard is still asked to lecture to police forces all over the world. As lead trainer on the course, he trained over 400 negotiators from the UK, the United Nations, the FBI, and from a wide variety of countries. He was recently a speaker at the Cambridge University Gates Distinguished Lecture Series and at the Toastmasters UK National Conference.

Seasoned professionals are consistently able to conduct effective interviews and get the information they need Detectives are able to get to the bottom of the story when it comes to a crime and find out who committed it Hostage negotiators use language to convince people in crisis to release their hostages, or come down from a roof

The skills used by these professionals can be used in every business situation you can think of. Use the advanced communication skills that specialists employ and increase your chances of success in all of your business interactions. At the Certificate In Advanced Business Communication course, led by former hostage negotiator and former detective Richard Mullender, you will develop your skill set and the ability to shift from ‘unconscious competence’ to ‘conscious excellence’ whenever you need a result. Managing People • If you are trying to find out what is happening in your office, then you need the investigative skills that detectives use • If you need to tell someone their position is no longer needed, you need the skills of the negotiator • To discover if the person you are about to employ really does have the experience they say they do and is the right person for the job, you need the skills of a detective • When you need to give tough feedback, but want to make sure the other person not only takes the comments on board but is also able to walk away with the relationship intact, you need the mediation skills of the negotiator Interviewing Discover the skills you need for any kind of interview – formal or informal – that is likely to be conducted in your workplace. Use them effectively when conducting appraisal, selection, development, exit, welfare, and any other kinds of official or unofficial, interview. Negotiating • Create a win-win situation, ensuring your negotiations are more successful and the other side wants to keep doing business with you • Build rapport and develop a firm foundation for an ongoing relationship • Find out what the other party is prepared to give up, and what they want from the deal Sales A successful sale is more than just closing the deal. You want the customer to come back. Even more than this, you want to have such a strong relationship that you are the customer’s preferred supplier. Building rapport contributes to this relationship. Learn how to find out what is really important to your customers (it may not be what they say it is during your first conversation) so that you can deliver the solution they need and close the deal, at the same time as you encourage them to come back because ‘you know them so well’.

Course Requirements And Certificates Delegates must meet two criteria to be eligible for an IIRME/GW Certificate of Completion for a course: 1. Satisfactory attendance – delegates must attend all sessions of the course. Delegates who miss more than 2 hours of the course sessions will not be eligible to sit the course exam 2. Successful completion of the course assessment Delegates who do not meet these criteria will receive an IIRME Certificate of Attendance. If delegates have not attended all sessions, the Certificate will clearly state the number of hours attended.

T: +971 4 335 2437 F: +971 4 335 2438 E: register@iirme.com W: www.iirme.com/advancedcommunications

Certificate In Advanced Business Communication

18 – 21 May 2014 • Dusit Thani Hotel, Dubai, UAE 23 – 26 November 2014 • Radisson Royal Hotel, Dubai, UAE

Course Timings Registration will be at 07.30 on the first day. Course sessions will start at 08.00 and finish at 14.30. There will be two short breaks for refreshments at appropriate times and lunch will be served at the end of each day’s sessions.

Course Methodology This course is highly practical and involves a number of role plays and exercises which will reinforce and develop your communication skills, and help you determine how to communicate appropriately in a range of different situations, including negotiations, interviews and sales calls. The course will give you the confidence and tools to make you more effective in your chosen profession. We guarantee results that will amaze and please you in all walks of your life. Throughout the four day course a series of exercises will be used to ensure that you are given the opportunity to use the skills when dealing with situations based on your own experience. Please bring examples of situations you have had to deal with or are dealing with so that you can practice them in a safe learning environment.

Course Outline

Day Three The Power Of Language And Effective Questioning – The Second Part Of Great Communication • Complement your listening skills • How to use language powerfully • When you should question and when you should not • Types of questions you can use • Using language and questions effectively to avoid offending or intimidating Preparation And Planning • Preparing for meetings, interviews, negotiations, etc. • Models for business briefings

Day Four Day One

Breaking Down The Myths Of Communication • A critical look at common beliefs about communication that actually prevent you from becoming a great communicator Conversation Encouragers • Ways to keep people talking so that they give away far more information than they intended and allow you an insight into their true beliefs and intentions. How do hostage negotiators do it, and how can you use the techniques in business • The careful use of questions – are they the best way to gain information? Communication/Conversation Rules • Understand the rules that dictate how we interact with each other and how these rules can give you an insight into the type of person you are dealing with • Know when people are breaking the rules and find out why Social Rules • The basic rules that control how you fit in with your community • What does obeying these rules mean? • Using the rules ethically to discover the cause of a problem, or whether a problem even exists • Gaining agreement without causing offence

Day Two Day Two continues with learning the core skills used by great communicators Listening – The First Part Of Great Communication • Great interviewers, negotiators, salespeople, managers and leaders are great listeners and great communicators • What to listen for • Identifying the key words that will enable you to really understand the people you are dealing with • Language codes – identify the language code the person is speaking in so you can stay in rapport • Identify the true values, beliefs and motivation of the person you are communicating with • Listen like a professional and forever change the way you communicate

Communications Clinic Your Challenges Diagnosed And Treated The final day of the course will focus on extended exercises practicing a variety of business scenarios, including the communication challenges that you are facing at work. It is during this part of the course that you will have the chance to play out a pending interaction or one that has not gone as well as you would like. During this day you will consolidate the skills that you have learnt during the previous three days. Bring examples of any specific business communication situations where you would benefit from expert coaching and guidance.

“A great course to introduce the detailed subject of active listening. Listening is so important but so undervalued.” David Gatward, Managing Director, 3 Sixty Consult, UAE

“It’s an excellent course which makes us realise the importance of communication skills in a sales environment.” Abdul Razzak Suhail, Relationship Manager, Bayt.com, UAE

“Really enjoyed it. Useful, fascinating. I was looking forward to this and I was not disappointed!” Karen Begg, Business Development Manager, Innovative HR Solutions, UAE

Would you like to run this course in-house?

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

T: +971 4 335 2437 F: +971 4 335 2438 E: register@iirme.com W: www.iirme.com/advancedcommunications

Certificate In Advanced Business Communication

18 – 21 May 2014 • Dusit Thani Hotel, Dubai, UAE 23 – 26 November 2014 • Radisson Royal Hotel, Dubai, UAE

FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

www.iirme.com/advancedcommunications

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – 971-4-3352483 E-MAIL – a.watts@iirme.com Event

Course Fee Before 2 March 2014

Course Fee Before 23 March 2014

Final Fee

US$ 3,995

US$ 4,495

US$ 4,795

Certificate In Advanced Business Communication 18 – 21 May 2014 (BC5398)

WEB BC5398/BC5399

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

Event

Course Fee Before 7 September 2014

Course Fee Before 28 September 2014

Final Fee

Certificate In Advanced Business Communication 23 – 26 November 2014 (BC5399)

US$ 3,995

US$ 4,495

US$ 4,795

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and successfully complete the course assessment will receive an IIRME/GW Certificate of Completion.

All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

DELEGATE DETAILS

Payments

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A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received. Credit card payment If you would like to pay by credit card, please tick here and a member of our team will contact you to take the details

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If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time.

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Dusit Thani Hotel, Dubai, UAE Tel: +971 4 343 3333 Radisson Royal Hotel, Dubai, UAE Tel: +971 4 308 0000 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.

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