Impress Training Brochure by Mark Normand

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DESIGN

THINKING

Service

New Specialised Courses

Office versions 2010

0101 2010 70 4061 79

www.impresstraining.com 14 Robinson Road, #13-00 Far East Finance Building, Singapore 048545. T. +65 6401 3238 F. +65 6401 0636 mail@impresstrainin g.com

NEW

INNOVATION

Contents FEATUREDARTICLES pg24

FEATURED ARTICLE

DESIGN

THINKING

Design Is More Than Just Making Products Pretty D

esign is more than just making products pretty – it’s a Business Strategy and Innovation tool. Many

professional outside the traditional design fields recognize the value in understanding how designers think and work, and then applying design methods and strategies to their own work environments.

So what is Design Thinking? A design mind-set is not problem-focused, it’s solution focused, and action oriented. It involves both analysis and imagination in problemsolving. Design thinking is at the core of effective strategy development and organizational change.

The interest in and exploration of design thinking may be traced back to the publication

Design matters. Be it your office chair, the suit

of the book The Art of Innovation. Author

you put on in the morning, the car you drive,

Tom Kelley, then general manager of the

or your computer’s interface, the influence of

Silicon Valley-based IDEO, provided unique

design surrounds us. Design can and should

insights into the world of product design.

influence how we think and act in identifying

IDEO is one of the world’s leading design

problems and developing the appropriate

firms and is perhaps best known for designing

solutions. Put simply: We should be design

the Apple mouse and the Palm handheld,

thinkers.

along with hundreds of other cutting-edge products and services. Business readily

Design thinking is not only for the elite

grasped Kelley’s book because of its messages

employees. Everyone can innovate if they

about fostering cultures and processes for

know how to think creatively, have the support

continuous improvement and innovation. The

of the company leaders and managers, are

Apple mouse is a good example. IDEO didn’t

empowered to bring their ideas and inventions

invent it, they simply created an innovative,

forward for review and aren’t afraid to

next-generation version. The question

make mistakes. Game changing insight can

everyone had was “How do they do it?” The

come from anyone and often comes from

answer: design thinking.

unsuspected people and places in the company. Many companies, including those here in

The design way of thinking can be applied to

Asia are starting internal programmes such as

systems, situations, procedures, protocols, and

monthly innovation and brainstorming days

innovation. You can design the way you lead,

that invite groups from various departments

manage, create and innovate. The purpose of

and functional levels to work on problems to

design, ultimately, is to improve quality of life.

find creative solutions.

Course

COURSE

NEW

Trainer: Paul Sykes Course Fee: S$680 Duration: 2 Days *SDF Subsidies for all companies

Design Strategy for Business Using Design Thinking, Innovation and Creativity as Business Tools

What Will I Learn?

P N

Who Will Be My Mentor?

articipants will gain three key insights when embarking on this course, those being:

1. Acquire adequate knowledge on the integrative nature of business and design. 2. Acquire practical and theoretical knowledge in design strategy 3. Acquire knowledge on how to apply such innovative thinking to strategic management of businesses. During the course, participants will cover: • A New Language, and new business approach Construct a specific new language for business interactions that serves as a foundation for building trust, creating effective teams, a mindset change, managing efficiently, strengthening leadership, improving listening and speaking skills, and enhancing interpersonal dynamics. • Leading by Design Participants discuss and explore some of the key tasks of a leader, including creative brainstorming, trend forecasting, investment in innovation, evaluating business opportunities, commercialising

Paul Sykes

innovation and communicating these opportunities to a variety of different stakeholders.

innovation’. He helps businesses use design at a strategic and

Paul Sykes is a leading consultant in the field of ‘strategic design corporate level to increase performance and profitability. He has worked in design and strategic business consulting in London,

organisations, by looking to both the past and the future. Also explore the similarities among effective organisations, regardless of their business structure or organisational philosophy. • Market and Communication Insight Participants learn how to conduct effective research that illuminates unseen opportunity and enables a deep understanding of customers and users.

What Is This Course About?

esign is more than just making products pretty – it’s a Business Strategy and Innovation tool. Nor do designer thinkers need to be designers. So what is Design Thinking? A design

mind-set is not problem-focused, it’s solution focused, and action oriented. It involves both analysis and imagination in problem-solving. Design thinking is at the core of effective strategy development and organizational change. Design is not just an in issue, it is the business issue of the future. Individuals and organisations that are able to harness design at a strategic level will optimise their opportunities to maximise profit and performance in the most sustainable manner. The Course in Design Strategy equips Participants to become the next-generation managers and leaders from the perspectives of design and creative thinking. By meshing the studies of design, strategy, entrepreneurship, finance, management and sustainability, the programme will provide the tools for managing in today’s fast moving markets with a vision of business which is sustainable, meaningful, ethical, profitable, and truly innovative.

Who Is This Course For?

his course is for motivated individuals who are looking to take their business thinking to the next level. Key Decision makers

and business managers from all division categories who wish to cultivate new creative thinking through design drive improvement through performance and profit. Participants are not expected to have any formal background in design related areas but the intent and authority to use strategic design thinking would be ideal.

Quick Tip... Take a human centered approach. Along with the business and technological considerations, innovation should factor human behaviour, needs and preferences. Human-centered design thinking – especially when it includes research based on direct observation – will capture unexpected insights and produce innovation that will more precisely reflects what consumers and clients want.

• Customer and User Experience An introduction to the development processes for products, service ecologies, and other customer and user experiences, and examines the relationships among them. • Operations & Systems Design This session explore strategies for optimising both development systems and process, in addition to solution sustainability, innovative operational design, and systems design. • Strategic Management Participants learn practical techniques for short- and medium-term management, as well as long-term insight and innovation tools such as scenario planning. In this session, participants will learn how to develop professional strategic plan for their company.

Milan, Stockholm, Sydney, Jakarta, Kuala Lumpur and Singapore. Paul won a prestigious design scholarship after graduating with Eaton Hall Product Development, and thereafter won the UK National Innovation for Business Award, and by the age of 23 he held two product patents. Paul’s’ talent lies in identifying the Customer Experience and Service key touch points and core Brand Values in a business and then being able to create coherent and well planned strategies for implementation, which are focused on creating tangible bottom line results.

“

I really thought that I knew my customers, and what they needed. Your work was a real eye-opener. It helped us position our product, focused our message to the marketplace, set pricing, and focus on the most important product features

“

• New Business Models Participants examine various business models and types of

Dennis Lim, Director, Retail Industry

Recommended Next Course: Service Design

• Innovation Culture Assess how leaders can remain mindful of societal and organisational values as well as how they can manage shifting values to create more successful, innovative and effective organisations.

FEATURED ARTICLE

As technology develops it changes how and where services can be delivered and received. It doesn’t have to be a Singapore company that delivers services to Singapore residents. Only well designed services will keep their customers.

SERVICE INNOVATION

Giving your Organisation

ervice design is all about making the service you deliver useful, usable, efficient, effective and desirable. It’s not intangible or about the feeling you give customers or users. It’s about actual things, which service designers might call touch-points.

the

Factor

So a service design project is a strategic project which uses design techniques like thorough client research, collaborative ideas generation and early stage prototyping and testing to deliver services that are built around the real needs of clients, that simplify complex problems and deliver solutions that are future focused and cost conscious.

Why use service design? Well, Singapore’s economy for 2011 will be mainly driven by the services sector as the gross domestic product growth returns to a slower but more sustainable pace. In its latest macro-economic review, the Monetary Authority of Singapore said that the services sector is set to contribute about two thirds of GDP growth, up from around 50 per cent this year. However, there are still many service business and public services missing many opportunities to distinguish themselves from competitors by improving their offering, better communicating what they do or providing innovative new services. Simply out, take two coffee shops with the same product at the same price, but one distinguishes self by having better service – which one would you more often go to? The importance of services to the economy keeps growing and as our expectations of value for money from our public services keep rising, designers have started working with service providers to help them make their services better. This approach is often called service design.

Service design techniques If you choose to work with a service designer there are some common tools and techniques they will use while developing your service. They will: • Observe the situation. They might use ethnographic research techniques and tools like digital cameras and video recorders to capture insights. • Involve users. Games, brainstorming or spending a day in their life will help.

4. Increasingly, services are becoming the major income generator, even in manufacturing organisations. They can provide added value, improve the customer experience and become the major differentiator between you and competitors. 5. Companies that provide a better service are rated more highly by customers. There is a close link between service design and customer relationship management and quality assurance (delighting customers and retaining customers).

• Create a blueprint of your service so you can see where everyone who delivers it, how they work and your customers fit into what you deliver. Find out more about service blueprinting.

6. Fail early, fail cheaply. Service design can help you spend development money more wisely. Design management means making low-cost mistakes. Ideas are generated, tested and if they’re not right they fail early and cheaply.

• Analyse the quality of your service. User feedback will be important here, but designers aren’t just about emotional responses. They might consider the cost effectiveness of the way you deliver your service or look for opportunities your business could take advantage of

7. Consumer expectations are rising. People are being offered more and more choice of services. For instance the choice of leisure services is overwhelming. Service design will help people know what your service offers and choose it more often.

• Develop and map out ideas in a way that is easy to understand even if you aren’t a designer. This will help you evaluate the ideas

8. Service design considers the whole life of the product you offer, its delivery to market, its use and disposal. It can help you make what your business offers more sustainable.

• Prototype a new service. By acting out a service or getting staff members to try out use newly designed tools on each other designers can prototype new service delivery methods like an interactive map or questionnaire and test them early when failure won’t cost a lot • Create a toolkit at the end of the ideas stage to help you service providers procure what you need to make the service improvements the designers have created and tested

Why your business should invest in Service Design There are at least 10 reasons why every business should know about service design. 1. If a company produces no new services they will slowly decline and fail. If they offer a bad(ly designed) service they can go out of business far more quickly.

9. You can invest in service design without the cost of having to replace existing infrastructure. 10. If you gain advantage through service design you can maintain advantage through traditional design techniques like branding or product design.

“Services are a growth area but service design and management is often poorly planned, so it is quite easy for a company to gain a competitive advantage through the application of some simple design techniques.”

2. Many of your competitors, like China and India, are realising that services can be a major income generator and that if they don’t get on board they will be left behind.

Course

COURSE

NEW

Trainer: Paul Sykes Course Fee: S$680 Duration: 2 Days *SDF Subsidies for all companies

Service Innovation

What Will I Learn?

Making Service A Key Business Strategy and Competitive Advantage

P N

Who Will Be My Mentor?

articipants will gain two key insights when embarking on this course, those being:

1. To develop professional skills for Service Design and Management, with a focus on the quality of the overall customer experience and on the design of innovative service ideas 2. To impart upon participants all the conceptual and operational tools for designing and managing service innovations, such as, customer experience assessment and improvement; design of service organizational procedures; service interface design; as well as envisioning the feasibility and implementation of new service ideas During the course, participants will specifically learn and practice conceptual and operational tools for: 1) Developing strategies and insights into a business, its customers, business environment and future trends 2) Understanding the service sector peculiarities and evolutionary patterns, with respect to B2C and B2B contexts, use critical and reflective thinking to conceive innovative business opportunities 3) Design-driven methods and practices for customer experience assessment and improvement

ompanies have moved from business models where value

comes from physical goods and tangible activities, to models where value comes from intangible things, such as services, knowledge and relationships.

with a vision which is sustainable, meaningful, ethical, profitable, and truly innovative.

Who Is This Course For?

Most organisations now strive to create services that deliver a sustainable competitive advantage. They develop their business, operations, offering and brands. Some seek growth, and others cost savings. Some look to expand internationalise. Consequently, plenty of national and international studies and government and industry reports have recently discovered an increasing need for service innovation, service design and service business competence.

Decision makers and key enablers in service oriented industries.

People who are looking to acquire new skills and inculcate the service design culture in their organisations. Participants are not expected to have any formal background in design related areas but the intent and authority to use strategic design thinking would be ideal.

needs, desires and behaviours, and to respond with innovative service improvements to create profitable new value propositions. Today customers are looking for comprehensive solutions and compelling experiences. Customers pay for advice, information, assurance, human interaction, and human and natural resources. This shift in value requires continuously improved and new services and the ability to meet and exceed customer needs.

Quick Tip...

innovation’. He helps businesses use design at a strategic and

4) Applying recent theories and methods for service operations management through specific case-studies

corporate level to increase performance and profitability. He has

5) Mapping service blueprints and touch point maps

Milan, Stockholm, Sydney, Jakarta, Kuala Lumpur and Singapore.

6) Creating innovative, and compelling value propositions

Paul won a prestigious design scholarship after graduating with

7) Designing and modeling incremental and disruptive innovation for the service industry through viable and competitive service ideas

Eaton Hall Product Development, and thereafter won the UK

8) Managing the service business

he held two product patents. Paul’s’ talent lies in identifying the

9) Fostering the service culture and service leadership

worked in design and strategic business consulting in London,

National Innovation for Business Award, and by the age of 23 Customer Experience and Service key touch points and core Brand Values in a business and then being able to create coherent and

The two day course is the only programme of its kind in Asia, and helps Participants imagine and create a better world, and better business

well planned strategies for implementation, which are focused on creating tangible bottom line results.

through innovative service change. We advocate the views of business lying in harnessing the triple bottom line of; economic, environment and social sustainability. We sometimes refer to this as Profit, Planet and People. The Course sits in the heart of Asia, in one of the leading cosmopolitan cities, where growth is leading major changes in business thinking. The Course in Service Design is looking for motivated Participants who

Service innovation is an ability to anticipate change in customer wants,

Paul Sykes is a leading consultant in the field of ‘strategic design

are looking to take their service thinking to the next level, who are pioneers, and are interested in collaboration and meaningful change in business and consumer services. Applicants to the Course should

“

I really thought that I knew my customers, and what they needed. The course was a real eye-opener. It will help us position our product and customers effectively

“

What Is This Course About?

entrepreneurship, finance, management and sustainability, we provide the tools to manage and develop services in today’s fast moving markets

Paul Sykes

Mr John Tan, Managing Director

Recommended Next Course: Design Thinking for Business

have strong communication and collaboration skills as well as being comfortable with quantitative processes.

Role play new, or even existing, service practices and innovations to test them out before implementation. This way, you’ll have a more meaningful understanding of the importance of touch points between you and the customer.

This course equips Participants to become the next-generation managers and leaders of services from the perspectives of service design and creative thinking. By uniting the studies of design, strategy,

COURSE

Trainer: Benny Ho Course Fee: S$500 Duration: 2 Days *SDF Subsidies for all companies

360° Project Management

•

Select appropriate processes that are required to meet the project objectives

Do you have both the hard and soft skills to manage a project?

•

Use a defined approach to adapt to meet project specifications and plans to meet project and product requirements

•

Comply with requirements to meet stakeholder needs, wants and expectations

•

Balance the competing demand of scope, time, cost, quality, resources and risk to produce a quality product or service

Who Will Be My Mentor?

In this session, the project management processes will be discussed in detail. • Project Integration Management Project Integration Management is a complex process that involves integrating the respective processes and activities of a project per se; Whilst the processes are complex and important the key intention of Project Integration Management is also to concentrate resources, anticipating potential issues, ensuring that the welfare of the stakeholders are taken care of, dealing with project issues before they become threatening, and coordinating work from all parties to ensure overall success of the project. The participants will be taught about the principles of Project Integration Management so that they can identify, define, combine, unify, and coordinate the various processes and project management activities.

Benny Ho Benny Ho is a certified Project Manager (PMP®) and a Project Risk Management Professional (PMI-RMP®). He has more than

What Will I Learn?

project is a temporary venture undertaken to generate a unique product, service or result; while project management is the application of skills, knowledge, resources and techniques to project activities to meet project requirements so as to complete an endeavour. However understanding and applying the skill sets and techniques are not sufficient for effective project management.

• Fundamentals of Project Management Projects are progressively elaborated with a definite beginning and start and they are undertaken to attain a set of objectives and then terminated. Project management is carried out to avoid problems such as large cost or schedule overruns, unrealistic schedules, unsatisfactory quality, low morale and many more. This session gives participants a good coverage on the basics of project management and about stakeholder management.

In order complete a project successfully, the project management team must understand and apply the knowledge and skills from the following areas of expertise, namely Project Management Body of Knowledge; Application Area Knowledge; Standards and Regulations; General Management Knowledge and Skills which include people management skills, time management skills and managing of cash-flow, Interpersonal skills etc. Project management is a powerful set of tool that improves the team’s ability to plan, implement, and manage activities to accomplish specific organization objectives. However project management is more than just a set of tools; it is results-oriented management style that places a premium on building collaborative relationship among a diverse cast of characters.

Who Is This Course For?

• Project Management Processes Project management is accomplished through initiating, planning, executing, monitoring and controlling, and closing. In order to accomplish a project successfully the project team must:

Quick Tip... Successful project management is contingent upon identifying and managing the risks, work within budgets, managing project schedule and scope, and more importantly, communicating well with stakeholders’ and manage their needs, wants and expectations.

Participants will learn how to tackle the constraints and meet the challenging demands of a project by employing the SRS Model.

15 years of working experience in the wireless communication industry working on projects, business development and sales & marketing. He has spent many years working on several multimillion dollar projects that are mission critical. He has an MBA Degree from University of Leicester, an honors management degree from London School of Economics and Political Science and a Diploma in Action-Based Learning and Public Speaking from Atlantic International University, USA.

Rating !!!!! 4.3/5 • Project Risk Management Project risk is an uncertain event or condition, that if occurs, has a positive or negative effect on at least one of the “triple constraints”. Project risk management describes the processes concerned with conducting risk management on a project. Participants will learn about risk management planning, risk identification, risk response planning, and risk monitoring and control. • Project Human Resource Management Project management does not only involve applying the skills and knowledge of project management. It also involves applying the right interpersonal skills, team management skills and communication skills, (or human resource management in general) to the team. In this session, participants will be introduced about project team management. This module will discuss about project roles, responsibilities, reporting relationship and communication channels within teams in detail.

Average Participant evaluation based on last 10 runs

“

I like the live testimony quoted by the trainer to illustrate course concept

“

What Is This Course About?

• The Project “Scope-Resource-Schedule” (SRS) Model Otherwise known as the “triple constraints” model, a project success is often contingent upon “triple constraints”, i.e. project scope, resource and schedule. High quality and successful projects deliver the required product, service or result within scope, on time and within the allocated resources. The relationship among these three factors is such that if any one of the three factors changes, at least one other factor is likely to be affected as well.

Christopher Loh, Safety Executive, Land Transport Authority (LTA)

Recommended Next Course: Time Management

60º Project Management is a flexible yet powerful program that is designed for working professionals in the area of sales and marketing, production, project implantation, customer service and others. This program aims to impress on the participants about the successful methods of handling projects and the stakeholders.

Business Sustainability Going green is more than just a label and a branding exercise. Find out more how sustainable practices, reporting emissions and responsible innovation can develop your organization. Introduction to Carbon Footprinting

BUSINESS SUSTAINABILITY

Marcus See, Business Development Manager, Singtel

Sustainability

“

The course offers practical tools at work. Trainer is very engaging and simulates you to think and evaluate accordingly

Going green is more than just a label and a branding exercise.

with less energy and fewer natural resources, resulting in less

Find out more how sustainable practices, reporting emissions and

waste and pollution and lower costs. These are some of the most

responsible innovation can develop your organisation. Business

groundbreaking and organisational changing courses in the

Sustainability, or eco-efficiency, is a combination of economic and

market and something that every business in Singapore must learn

ecological efficiency, and is basically about ‘doing more with less’.

to adopt in lieu of potential future legislation.

“

Progression Chart

Very refreshing course. Has taught me a lot on how to manage myself and the team better Lloyd Tan, Sales Manager, ISE International Pte Ltd

“

Business

“Refreshing and eye-opening session that can turn your work around”

“

“Awesome course!” Tay Wayne, Executive, NTUC Club

Samantha Quah, Executive Officer, National Youth Council

It means producing more goods and services

Level 1.

Introduction to Carbon Footprinting Duration: 1 day Objective: To give all staff a basic, clear, easy to understand introduction to Carbon Footprinting which will equip staff for the next level course, during which changes can be made at a personal and business level.

Level 4.

Developing a Sustainable Strategy for the Business Duration: 2 days Objective: To work together as a team to begin to think about and design a sustainable blueprint for the business focused on a clear plan for defining Carbon Footprinting. For project managers and senior managers

Developing a Sustainability Blueprint Duration: to be discussed We will be working with the company to develop the Sustainability Blueprint on a consultancy basis. Helping the company to design and create ‘A Sustainable Blueprint for Our Business…”

Level 2.

Developing Personal Plans in Carbon Footprinting Duration: 2 days Objective: To give general staff the ability to make changes in Carbon Footprinting at a personal level, both at work and at home. Participants will be able to create personal plans for change as a result of attending the course.

Level 3.

Getting Ready for Business Changes Duration: 2 days Objective: To give key staff the opportunity to work together to develop Carbon Footprint plans for their departments and projects. This course would be most suitable for engineers, managers and project managers.

FEATURED ARTICLE

ith the recent announcement of SGX and its urge to companies to take up voluntary reporting of their sustainable practices; this is inline with the Singapore’s government commitment to reduce overall carbon emissions. Wal-Mart Stores pushed forward with a risky sustainability initiative at a time when its public image was suffering. But ultimately the company’s rationale for “going green” was purely economic, according to former CEO Lee Scott.

CARBON FOOTPRINT

Over the past five years, Wal-Mart has put in place a number of initiatives including renewable energy at stores, reducing waste in packaging, and creating a sustainability index of its suppliers. Its actions have raised suspicions and admiration from outsiders, politicians, and employees. But the effort has endured because the motivation was purely economic, said Scott, who was the first featured speaker at the Fortune Brainstorm Green business conference here on Monday. If it had been done to repair its image, the company would have likely scaled back during the economic downturn last year.

“What Wal-Mart has done is approach this from a business stand point and not from a point of altruism. If we as a company focus on waste, we can make Wal-Mart a better company and at the same time, become a better citizen,” he said. During a low point in the company’s image around 2005, Scott and his management team considered what previous company executives should have done 10 years ago. Seeking to avoid more problems down the road, Scott and board members came around to the idea that “at some point, the world is going to hold corporations responsible for the impact they had on the environment,” Scott said. What followed was a formal initiative within the company to lower its carbon footprint and environmental impact. The company has installed solar panels on 20 stores as well as more efficient lighting and is testing other technologies with a “reasonable payback.” Originally, though, it was a voluntary effort. The first project within the sustainability push was started by an executive who figured out how to reduce packaging in a Wal-Martbranded toy. That change eliminated the need for 215 shipping containers. From there, it spread to the point where now people who don’t have an environmentally oriented initiative in the company are “outliers,” he said.

“We recognized that (employees) were waiting for us. We thought we were leading, we weren’t. We were meeting the expectations of people, particularly the 25- and 35-yearold buyers,” he said. As a giant corporation with more than $400 billion in annual revenue, Wal-Mart undeniably has a huge environmental footprint. For example, it is the largest private consumer of electricity in the U.S. On the other hand, large businesses create demand for green-technology products, which helps bring down the cost of energy-related products, such as solar panels, or consumer goods, such as organic foods. Although a relatively small percentage of people are willing to pay a large premium for “green” products, most people are concerned with health and the environment. “There’s almost a reverse snobbery that says that only educated people care about the environment,” Scott said.

COURSE

Trainer: Paul Sykes Course Fee: S$ 425 Duration: 1 Day *SDF Subsidies for all companies

Introduction to Carbon Footprinting Don’t Know How Carbon Footprinting Can Help Turn Your Business Green?

Who Is This Course For?

Who Will Be My Mentor?

he course is aimed at managers or executives who would

like to develop their knowledge and skills to implement environmental improvements in their organisations. This could be at an individual, team, departmental or company-wide level. It is specifically relevant to: • Those requiring an overview of carbon foot-printing • Those looking to calculate and report their own carbon footprint • Those looking to develop a carbon management strategy • Those looking to reap the financial rewards of reducing their footprint The course is suitable for delegates from all types of organisations – from large corporate, to small businesses, the public sector, and charitable organisations.

What Will I Learn?

he programme will provide an introduction for anyone who wants to understand the basics of Carbon Footprinting. From

how it affects their lives, the lives of others, their business department and their company. We will also explore the issues, challenges and opportunities of dealing with this phenomenon. Through Singapore, Asian and Global case study we will explore the subject in a simple, interesting and easy to understand workshop format.

Paul Sykes Paul’s interest and expertise in Carbon Footprinting and Sustainability began 12 years ago when he joined the British Design Council, as Head of Business Services.Paul was responsible for developing sustainability modules in design practices for the clients of the Design Council. At this time, back in 1999 both the issue of sustainability and carbon footprinting was in its infancy. The Kyoto Protocol was only being thought of and practices in

re you keen on ‘greening up’ your business but would like to get moving, change in small or big ways, and also get your team on board?

Your company has a responsibility to reduce its carbon emissions! Organisations are under increasing pressure to demonstrate that they are taking their environmental responsibilities seriously. Individuals

to help the environment, which will demonstrate your sensitivity to environmental responsibility. Learn how individuals, corporate business, government bodies and charitable organisations are responding to environmental challenges, and the ‘carbon footprint’ agenda.

Innovation for Business Award, sponsored by SHELL Petroleum in

• Tackling climate change from a personal, and departmental business perspective

his career developed in business, design and carbon footprint

• The benefits of getting involved with the ‘green agenda’ Benefits to your business: • A thorough understanding of how to calculate your carbon footprint • The ability to report on your carbon footprint with confidence in its integrity and robustness • Identification of opportunities within your business for carbon reduction activities and carbon management strategies • Provides the business case, the tools and techniques to mobilise senior management and motivate colleagues and subordinates

are also become more conscious and sensitive that they make on the environment. This one day course helps your business plan for high price energy markets and environmental demands. It also helps you to do your bit

this area were minimal to say the least. Paul won the National

• Why carbon foot printing is becoming so important for people, businesses and nations

• The key principle of carbon footprinting

1989. Paul held two Product Patents by the age of 23, from there consultancy.

Rating !!!!! 4.2/5 Average Participant evaluation based on last 10 runs

• Understanding the ‘jargon’ of carbon foot printing, making it simple to understand • Calculating your carbon footprint • Understanding plans to manage your personal carbon footprint • Basic understanding of what companies can do to make changes • Simple case studies of how some companies manage and reduce their footprint

“

Broad- based and easily understood

“

What Is This Course About?

Course overview

Keith Neo, Quality Assessor, Building & Construction Authority, Singapore

• What is happening at a government level in Singapore

Quick Tip...

• How everyone can make a difference • Developing plans - What can you and your team do to change?

Recommended Next Course: Build Winning Brands

The critical first step of waste prevention has been overshadowed by a focus on recycling. Companies should focus within their supply-chain to develop a greater awareness of the importance of the “Reduce” part of the Reduce-Reuse-Recycle mantra.

Daily Office Work From business writing, to spreadsheets, or creating slides for presentations, these courses will maximise your productivity and show you how to get most out of your daily work. Powerpoint Design for Business Presentation Excel for Data Analysis & Report

DAILY OFFICE WORK

WORK

“

The course has been highly informative and there was so much to learn. Trainer is very patient which made learning very pleasant Cheng Zhi, Technical Officer, Building Construction Authority (BCA)

“

DailyOFFICE Progression Chart From business writing, to spreadsheets, or creating slides

that you’ll find in any office environment including the

for presentations, these courses will maximise your

latest on the market for cutting-edge businesses. Used in a

productivity and show you how to get most out of your

real-world context our application-based courses are truly

daily work. By offering the core capabilities we are able

unique offerings.

to work with you from the very start and support your progression over time. We offer a range of applications

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FEATURED ARTICLE

ith the release of the PowerPoint 2010 version, users now find themselves with a media-rich application for use in presentations, digital signage and tradeshow videos. Where the 2007 version upgrading many features like instant effects and in particular the 3d engine â&#x20AC;&#x201C; the 2010 version has made improvements to video effects and editing. If your business relies on have good presentation visuals for selling a message, creating 3D models for working meetings such as in the engineering fields or just upgrading then this version can match all those needs.

Do you get the

POINT

More than just bullet points...

Businesses lose money by using PowerPoint unproductively, as with other office software applications, due to wastage in the preparation time. If you spend one-day preparing your slides and only five minutes presenting then you may just fit into this category. Wastage can come in all forms such as drawing diagrams that donâ&#x20AC;&#x2122;t need to be redrawn, going off the web to source for pictures, not sure how to cut down content, canâ&#x20AC;&#x2122;t find the right buttons to achieve what you want and the list goes on. A recent case study conducted by Impress Training showed that by developing digital libraries can significantly reduce costs; in one SME company we demonstrated how that company was losing about S$20,000 a year to preparation wastage just using PowerPoint alone.

The benefits for the company in terms of reducing preparation wastage, is obviously cost, it adds more professionalism to individual slides and provides a greater standardisation of the brand theme throughout the organisation. The 2007 version has a strong 3D engine to re-create solid objects that are fully rotatable and allow users to see objects from any angle. This has been especially usefully in the fields of engineering and technology where visualisation of products, components or environmental objects is necessary. Whilst software like AutoCAD takes time to render 3D objects. Simple solid-state objects can be developed in just minutes in PowerPoint. All 3D models are first created in basic 2D shapes and colours. The 2010 version now allows custom shapes adding greater flexibility. PowerPoint 2010 multimedia experience allows users to effectively harness the storytelling power of audio and video content, with completely revamped media playback technology: insertion, editing, presenting and distribution.

COURSE

Trainer: Mark James Normand Course Fee: S$590 (V2007) / S$850 (V2010) Duration: 2 Days (V2007) / 3 Days (V2010) *SDF Subsidies for all companies

PowerPoint Design for Business Presentation (V2007 & V2010) Isn’t it time to re-learn how visual media is used for presentations?

• Image Editing and Visual Effects Participants will be shown new picture and shape effects and the effortlessly way in which they can be applied to their pictures and text. This topic also provides a brief overview of the new navigation tools.

Who Will Be My Mentor?

• Bullet Points & Layouts Don’t get frustrated with templates; focus on the layouts because this is what really makes the slides different. Of course, there are the dreaded bullet points, and this course we’ll show you some practical techniques to reduce and structure them more effectively. • 2-D Business Diagrams Ever looked at a slide and wondered how they created those strategic diagrams like the Networks, Pyramid, Funnel and Spheres? Participants will learn to recreate those and learn the secret of using shapes and gradients to produce stunning corporate diagrams.

• Business Charts Ever been bothered by the fact that PowerPoint and Excel never really came together in older versions; now in the newer versions see how effortlessly the two applications merge. Charts and financial data is now even easier to edit, with charts looking cleaner and more professional. Participants will still learn how charts are constructed by using the right chart-types, colours, axis and made more readable to audiences.

What Is This Course About?

Who Is This Course For?

any presentations today are done with the aid of Slide software such as PowerPoint™, however, audiences will be the first to tell you that most of these presentations are dull, boring, contain too much text, speaker is reading from the slides and much more.

nyone in business who does a presentation; to convey, sells, inform, announce and train in a business environment. These include a wide variety of persons including those from Sales, Marketing, Product Development, HR, Business Development, Finance and Learning and Development divisions.

The proper use of a visual aid can greatly enhance the sales of a service or product, interact, motivate and stimulate your audience if used correctly. So if you find yourself guilty of still using multiple bullet-points on white and dark-blue backgrounds in your slides; then it’s time to re-think, upgrade and gain a competitive advantage in the business by showing impressive presentations. If you want to showcase your visual talents, have a desire to improve your slides or just have a keen interest, then this course sets out a direction that will change the way you design your presentations. Everything you see and do during the course will be done using only PowerPoint; no other applications were used in the recreation of the slides that you see. Be amazed at how professional looking you can get your slides to be in just 2 days (v2007) and 3 days (V2010) This course will actively be using PowerPoint. Please ensure before signing up that you have selected the correct version of the application. In-house courses will receive a free set of 100+ sample slides formatted to the corporate template and colours; including diagrams, 3D visuals, layouts and more worth over S$500.

What Will I Learn? ntroduction Take a look at the world of PowerPoint and see some ‘Before & After’ slides. See the mechanics behind their transformation and how you can do the same. Know the strengths and weaknesses of using PowerPoint as a presentation tool versus as a reporting tool and how you can structure your presentation more fluidly.

Quick Tip... Build internal design capabilities within the marketing department so that issues like digital signage and corporate visuals can be built and displayed throughout the organisation. With the use of Video, boring PowerPoint slides can be replaced by high-definition visuals more intune with professional creations.

• Advanced Animation Simulation, demonstrations and other business animations evolve from static slides into sleek looking presentations by using motion paths. Learn the secrets to getting sequencing correct to create multiple animations. Combining meaning visuals with animation can create purposeful demonstrations of products, services, processes and events. • Video Editing & 3D Transitions (V2010 only) Import your own video clips in addition to producing your own movies in just minutes with amazing effects. Participants will also be shown how to record from their desktop, download videos and more for their PowerPoint. Create stunning 3D transitions between your slides and incorporate bookmarks to introduce text and images overlaid on video at key moments. • Music, Audio Editing (V2010 only) Insert music and audio and combine it with video to create movies or product demonstrations that can easily be uploaded to the internet in a movie format.

Mark James Normand Mark James Normand is Managing Director of Impress Training, and International Trainer. Spanning more than 10 years he has worked in the areas of Sales, Marketing, Product Development, Business Development, Education, and Corporate Training. Since then he has started two firms, one in training and consultancy and the other in marketing and design.

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• 3-D Visuals & Models If you’ve ever seen those diagrams in the newspapers and thought you’d need to be a professional, then you’ll be amazed at how quickly you can design stunning 3d isometric infographics. These 3d diagrams create and extra sense of content and realism to business processes and scenarios. Create fully realizable solid visualisations for solid objects without sophisticated software or renderings of buildings, tech and engineering components.

Refreshing and eye-opening session that can turn your work around

Marcus See, Business Development Manager, Singtel

Recommended Next Course: Excel for Data Analysis & Reporting (Using V2007 / V2010)

• Full Multimedia Slides (3D-Video) (V2010 only) Combining the power of 3D shapes and Video and can be manipulated into shapes and overlaid with images and text, participants will begin to see the how ordinary slides can be transformed into digital multimedia masterpieces. With video, 3D, audio and images all combined, participants can use PowerPoint further to develop tradeshow and event presentation slides, transform them into movies and use them for digital signage. • Free Samples and Resources Participants will also get samples slides ranging from business diagrams, samples animations, layouts and a host of web-related resources. Participants are also encouraged to bring along their own slides and the trainer will provide consultation and tips on how to make over your own slides.

COURSE

Trainer: Valene Ang Course Fee: S$590 Duration: 2 Days *SDF Subsidies for all companies

Excel for Data Analysis & Reporting (V2007 & V2010)

What Will I Learn?

Looking For Quick Data Analysis and Effective Interactive Report?

reating Impressive Spreadsheet Report Participant will learn how to organize data using Excel table and apply appropriate filter to show only require records. In this module, participant will also learn how to format report using conditional formatting based on predefined rules and conditions.

Who Will Be My Mentor?

• Using Advanced Filter and Custom Sort Participant will learn how to extract specific database records to another location and extract unique values from a range of data using advanced filter. Participant will be introduced about sorting records in different ways based on predefined custom lists. • Analysing Data using Functions Participant will learn how to calculate total and average, count number of records that match specific conditions using Database and Conditional Logic functions. In this module, participant will be introduced about relative and absolute references and how to use range name to create user-friendly formulas. • Extracting Data with Functions Participant will learn how to extract data from database based on specific fields or criteria using basic Vlookup and Hlookup functions. In this module, participant will be introduced about creating an interactive data entry form using drop-down list and functions.

Valene Ang Valene Ang is a Certified Microsoft Training Specialist who

• Protecting Worksheet Contents Participant will learn how to protect worksheet contents and workbook structure using passwords. If more than one user is allowed to edit the content, different range passwords can be set up for different users. This will allow user to edit cell content only when they type a correct range password.

What Is This Course About?

Who Is This Course For?

xcel is a powerful Data Analysis and Reporting tool. You could use Excel to gain new insights into the information and data that you work with in your job. The proper use of Excel features can greatly enhance the design of your report and help you to analyze your organization’s data more effectively. If you find yourself struggling with duplicated data, or require an efficient way to analyze and retrieve your data from Excel table, if you deal with budgets, P&L, Sales or other administrative data and need to display the data using interactive Excel charts and reports, if you need to present your data using impressive report format, this is the right course for you.

his intermediate level course is aimed at anyone who has to analyze data of any sort and create solid professional reports for the organization. This includes executives, managers, sales representatives and marketers who work in various industries such as retails, food and beverages, manufacturing, Insurance, shipping, warehouse, and etc...

This course will train participants how to use Excel to convert raw data into Excel Table that will enable effective data filtering and sorting, format data in Excel table or PivotTable, validate data entry to accept only valid data, protect confidential contents, linking worksheet formulas and many more. At the end of each session, a case study which related to the topics learned will be given. Participants will have chance to discuss the case study scenario and come out with the solution. These case studies help participant to have better understanding on the topics learned and know how to apply the skills in their work. Model answers of the case studies and samples Excel worksheets will be given to participants for reference and revision after the course.

Quick Tip... PivotTable is a powerful reporting tool of Excel that let you quickly and visually group data in different ways without having to worry about which formula to use. PivotTable is best created from raw data without any totals and formatting. The creation of PivotTable is all about visualizing where your fields should go. You should stay focus on your analytical objectives and create tables that help you understand your data better.

• Creating PivotTable and PivotChart Participant will learn how to interactively create and build cross-tabular reports from a list of available fields in source data using PivotTable and then represent data in a graphical portrayal using PivotChart. A PivotTable helps you to analyze trends in data without having to worry about what formulas to be written. PivotTable reports turns the data into small, concise reports that tell you exactly what you need to know. • Consolidating Data Participant will learn how to consolidate data in identical location or different location of different worksheets or workbooks into a summary worksheet. Consolidating data from multiple workbooks into a single worksheet helps the analysis process by summarizing large amounts of data in a single interface so that it can be updated on a regular basic or more easily. This feature can be used to summarize results from different regional offices expense worksheets into a master corporate expense worksheet.

has more than 10 years training experience and working with companies to improve their data processes. Her qualifications include a Bachelor’s in Business Computing, Certified Instructor of Microsoft Certified Application Specialist (MCAS), and Master Instructor of Microsoft Office Specialist (MOS).

Rating !!!!! 4/5 Average Participant evaluation based on last 10 runs

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It’s a very enriching course and the pace is just right

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• Building Interactive Reports Participant will learn how to develop powerful spreadsheet report that includes features such as auto-refreshing data, auto fill-down formulas, calculating subtotals and grand totals based on condition, applying conditional formatting, sorting data using Custom Lists, advanced filtering, database functions, lookup functions, logical functions, data validation drop-down and error alert messages.

Henry Lee, Senior Manager Singapore National Eye Centre

Recommended Next Course: Powerpoint Design for Business Presentations (Using V2007/2010)

• Importing External Data Participant will learn how to import data into Excel Table or PivotTable from external data sources such as text file or Access database in order to take advantage of the data analysis and charting features, the flexibility in data arrangement and layout, or functions that are not available in Access.

Communication Whether its personal, business presentation or organisational communications, these range of courses will assist in getting information out with clarity and impact. Recruitment & Retention Strategies of Gen Y Communication & Interpersonal Skills Business Writing for Office Professionals Impressive Business Presentations

COMMUNICATION

Sheela Jayakumaran, Leading Executive, Singapore Management University (SMU)

Progression Chart Whether its personal, business presentation or

huge difference to the way that you interact and perform

organisational communications, these range of courses will

at work. We have identified the core skills, behaviours and

assist in getting information out with clarity and impact. In

competencies required at the various stages of the office

testing economic conditions, organisations are increasingly

professional career. Our courses reflect these findings

looking to employees to be more effective, make a greater

and have been designed to provide you with a clear

contribution and make more of an impact in the way

development path to support your career aspirations.

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WONDERFUL! I have really learned a lot taking the course and been able to benefit from using it at work

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Communication

that they work. The courses in this section provide the interpersonal and communication skills that can make

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FEATURED ARTICLE

The Importance of RETAINING & LEADING

Start listening, acting and changing. Getting the best Gen Y and bringing the best out them is possible. The War for Talent is a harsh one. Be the Leader of GenNext – or watch in vain as your troops dwindle and age.

Generation ration

eneration Y has been entering the workforce since a decade ago and they are here to stay. The strategies used in managing employees of older generations are not as effective for Generation Y (The GMP Group and Temasek Polytechnic, 2009).

Many managers and leaders of companies have grouses over the new generation of staff. They say they lack ambition, they are too soft and they demand more compensation and benefits than the company can give.

Which of these qualities do you look for in your employer? (Top 10) Welcome criticism Open door policy Maintains friendly relationship with Liberty to manage my own work

The situation however will not go away, many had hoped the recent economic downturn would have the Gen Y crawling to them for work and begging the managers for their jobs and even trying to outperform each other to secure their rice bowl. Such was not the case. Instead, managers the world over are realizing they have to change the way they lead in order to attract and retain the quality staff they desire. It is not merely the ‘soft’ and ‘lazy’ Gen Y-ers who are voting with their feet and finding new jobs in this growing economy; companies are losing their top hires and seeing their succession planning go awry. Oh my! A quick tip to save you and your company from falling into such a state? Start by listening to what they want: a study of 80 Gen Y-ers in Singapore (Neubronner and Raj, 2011, in press) revealed the following:

Frequency (%) N=89

Which of the following reasons would keep you at a company? 50% 40%

Career growth, learning and development Flexibility

Favorable work Attractive Flexibility environment remuneration

Type of leadership

30% 20% 10% 0%

Rating (1-most important, 5-least important)

Ensures fairness 0%

20%

40%

60%

80%

100%

Frequency (%) N=89

Frankly, how would your company and your management style measure against these? Leadership and management in organizations have to fit generational differences. Start developing customized workplace strategies that take into account of individual differences and contextual factors. Being aware that young workers (Generation Y) want independence while having individualized attention and recognition, managers need to pay attention to relationships along with the focus on tasks (Hudson, 2005). According to a report by the GMP Group and Temasek Polytechnic (2009), Generation Y-ers prefer working with relationship oriented leaders who are caring, inspiring, and competent. Whereas managers from the other generations consider competency, honesty, and forward-looking as important characteristics while leading Generation Y-ers. A wonderful new book “Core competencies for managing Gen Y” (Espinoza, Ukleja and Rusch, 2010) captures the core competencies of managers who are successful with managing Gen Y. Shows how Competent Managers differ from Ineffective Managers. Perspective

Effective Managers

Challenged Managers

Adaptability

Talked about their own need to change to manage in “today’s world”

Talked about how others needed to change to make it in the “real world”

Self-efficacy

Believed there was something they could do about the situation

Believed that there was little they could do about the situation

Confidence

Allowed their subordinates to challenge them (ideas, processes, ways of doing things)

Sanctioned or punished their subordinates for challenging them

Power

Used the power of relationship versus the power of their position

Felt the only power they had was their positional authority

Energy

Working with twentysomethings made them feel younger

Working with twentysomethings made them feel older

Success

Saw themselves as key to the twentysomethings’ success

Saw the twentysomethings as an impediment to their own success

COURSE

Trainer: Marion Neubronner Course Fee: S$425 Duration: 1 Day *SDF Subsidies for all companies

Recruitment & Retention Strategies of Gen Y

Who Will Be My Mentor?

Are you on the hunt for talents to invigorate the organisation?

What Will I Learn?

Marion Neubronner

Retain and Recruit” in a new generation of employees Why previous and current methods are not recruiting effectively? What mindsets have to change to suit the new demands of the young workforce?

Marion Neubronner graduated with Hons in Literature from the

• Understand key concepts of the Psychology of Motivation Learn theories of motivation applicable to the workplace and how to impact organizational cultural.

and a Counseling and Training experience, Marion has extensive

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NUS and a Distinction from the National Institute of Education, Singapore. With a Masters in Education in Human Development and Psychology from Harvard Graduate School of Education, USA research experience working with generational and cultural diversity. She has trained with experts in Social Intelligence at Harvard and University of British Columbia, Canada.

What Is This Course About?

re you stuck with more job openings and having few or no suitable applicants?

Who Is This Course For?

ll hiring and HR professionals as well as anyone who is involved in interviewing and hiring people for their organisations.

Have you spent so much time in interviews and come out with none who match your organization? Have you experienced Generation Y interviewees taking a job and then emailing, smsing or calling on the first day of work to quit having taken another job with a rival company? Have you had young employees with less than 2 years in the organization demanding a promotion and threatening to leave if they did not get it? Come along to learn strategies on how to attract the “right fit” Gen Y employees for your company and keep them. Learn to better manage the younger worker. Learn interview skills which capture the appropriate staff. As well as how to change the management style and career progression tracks to suit the needs of the new generation of workers.

Quick Tip... At the interview, do ensure you give a detailed idea of how a day, a week and a month in the organization will look like. In fact the best is that they can stay for a week before officially starting. The clearer the picture you give, the quicker the new recruit and the organization can decide if the place is a match for him/her. The candidates of Generation Now choose jobs by the culture of the organization as much as the tasks they will be given.

• How to create a career development facilitation process with the newer staff Is there career coaching before they enter the organization and when they enter and how does that look like? How to create institutional clarity on career development? • Effective recruiting strategies to attract Millennials to your organization and specific Gen Y attractive-terms to include in recruitment advertising. We will review as a group your organization’s online presence to see how and why your current recruitment strategies work or not. • What Generation Y expects in the workplace Findings from a study on what Gen Y in Singapore want from the workplace will be shared. This can better inform the HR and Managers how to attract and retain Gen Y.

Rating !!!!! 4/5 Average Participant evaluation based on last 10 runs

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• How to profile your ideal candidate Articulating the company’s desired characteristics in a candidate and making it explicit so that the interviews are consistent so that interviews are more selective, informative and thorough.

Excellent course and worth the time! I have several “to-do’s” that I plan to implement immediately!

Craig Jones, Corporate Finance Director, Cameron (Singapore) Pte Ltd

Recommended Next Course: Managing a Multi-Generational Workforce

• Techniques to keep Generation Y involved and engaged at your organization How does a manger engage gen Y productively and within limits to be part of the learning organization? • Retention methods that work with Generation Y Knowing the generational differences allows you to make better packages for the Gen Y and also to retain in the organization for the future.

COURSE

Trainer: Deepa Pillai Course Fee: S$425 Duration: 1 Day *SDF Subsidies for all companies

Communication & Interpersonal Skills Can you achieve better productivity without sounding demanding?

Some examples of communication patterns are frequent apologising, self-criticism, criticism of others, self-justification and blaming. By identifying your own communication styles and patterns, you can then learn to adjust them for positive communication encounters.

Who Will Be My Mentor?

• Establishing Rapport When you have rapport with someone, it suggests you are in sync with that person and have a connection with them. Rapport is important for meaningful communication to take place. The more you subtly get into the style of the other person, the more you will understand what their motives, attitudes, values, beliefs and feelings are. You will learn how to build rapport from the places and people you spend time with, from the way you look, sound, and behave, from skills you have learned, from your beliefs and by being yourself.

• Clarifying Messages Communication is termed effective when all participants in the conversation understand the content conveyed and the intended meaning. When the communication process results in confusion and misunderstanding, this could lead to more serious conflict. Incomplete information, improper background data and cultural differences all contribute to communication problems. It is therefore necessary to clarify messages if you get an inkling that the receiver is confused or may be confused. Being an effective communicator also requires that you be able to read people and determine if they understand you. It is therefore necessary to learn how to construct and rephrase messages for positive results.

What Is This Course About? n today’s fast and multi-tasked work environment, the effective use of interpersonal and communication skills are vital to your own success and the success of the organisation. There is a need to communicate clearly, express opinions assertively, listen actively, motivate yourself and others around, ask appropriate questions, manage conflicts, build trust and loyalty as well as be a team player. This is even more evident today as organisations have become melting pots of different cultures and perspectives.

It is important to understand that communication is more than simply talking to people or delivering information. There are a number of reasons why communication may not be effective. In two-way communication, it is important to ensure that the receiver has received and understood the sender’s intended message. “Feedback” is received in the form of questions, clarification of facts, and sharing of thoughts. With effective feedback, there is a greater chance for the communication to be successful. The ability to effectively communicate is a much needed skill. The more you become an effective communicator the more likely you are to achieve what you want. This course will offer tools to enable you to be a much more dynamic communicator in the workplace and to be seen as a team member who is willing to go the distance and be proactive rather than simply performing tasks.

Who Is This Course For?

his course is aimed at Managers, Supervisors, Executives and any other business professional seeking to handle difficult work-related situations better.

What Will I Learn? nderstanding Communication Patterns All of us have our own style of communicating. Patterns in communication can be evident in certain situations or with certain people. Some patterns may be more common place, that is, appearing in most communications regardless of the situation, while many are situation-specific, that is, used with certain people (friends, spouse, children, boss) or in certain situations (at work, in conflict, in fear).

Quick Tip... There are three keys to being a successful communicator. First, you must listen actively. Second, ask questions, clarify or paraphrase when you do not understand what is being communicated. Third, always make the effort to establish rapport with the person you are communicating with.

• Understanding Non Verbal Cues People are more likely to believe what they sense, see and feel rather than what they hear. Never underestimate the power of nonverbal communication. More than voice or even words, nonverbal communication clues you in to what is on another person’s mind. You will learn how to read peoples body language to decipher the true meaning of the exchange to steer communication towards desired results. • Influencing Others If you want to be able to get others to do things intelligently and with commitment, then it is important to develop your influencing skills. Influencing is being able to help the person or persons realise that there is real and genuine advantage to them in moving in the direction you want. The key to being able to effectively influence lies in establishing trust. You will also learn how to expand your spheres of influence, be aware of personal and external situations and use the right choice of words, tone and body language to persuade and influence while respecting the other point of view.

Deepa Pillai Deepa Pillai has more than 8 years of experience in the communications industry. She is also an Adjunct Lecturer at Kaplan Higher Education and holds a Masters degree in Communication Studies. Deepa conducts customised corporate training on Business Communication, Presentation Skills and Coaching Skills for Managers. She is a DISC Certified Consultant and a Master Practitioner of Neuro-Linguistic Programming.

Rating !!!!! 4/5 Average Participant evaluation based on last 10 runs

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Good refresher course on what to look out for in order to achieve effective communication

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• Active Listening Active listening is trying to fully feel and understand the words you hear when another is speaking to you. Listening actively also requires that you can restate what the person has said by mentioning, “What I understood is...” Also, once in a while, you may want to ask the person to clarify what he already mentioned. Most people think they are good listeners but many listen selectively or practise pseudo listening. Pseudo listening is when you appear to be listening but in fact are thinking about other things. Specific listening exercises will help you determine the kind of listener you are and teach you simple techniques to improve your active listening skills.

Ally Goh, Assistant Manager, JTC Corporation

Recommended Next Course: Building Championship Team

• Practical Sessions Throughout this course there will be a number of practical exercises carried out which will enable participants to put into practice much of the theory covered. This workshop will be conducted through the use of role plays, discussions, group activities, games and personal reflection.

COURSE

Trainer: Azman Course Fee: S$500 Duration: 2 Days *SDF Subsidies for all companies

Business Writing for Office Professionals

What Will I Learn?

Do you need to write clear, concise and accurate communications?

usiness Communication You need to learn the principles of effective writing to be able to write good, clear and effective business writing. By attending this course, you will learn the do’s and don’ts of writing and apply them to your daily correspondences.

Who Will Be My Mentor?

• Business Language Want to ‘sell’ your ideas effectively? It is not only about what, but equally important is how. One of the ways is choosing the right word/s simple but at the same time effective enough to create actions. • English Energisers Feeling a bit out of touch with your grammar? Do you feel your writing is rather dull and lacks variety? One of the things you will learn is the different sentence structures; and how you could apply them to achieve a more dynamic piece of writing. The other thing is how to ‘activise’ your sentences. • Writing Mechanics Do you feel frustrated for not being able to express what you really want to mean clearly? Understanding your intentions and putting them down in writing effectively and efficiently, though not easy, but it is achievable. In this workshop, you will learn the ways how you could make your ideas clearer and more succinct.

Azman Azman has more than ten years of experience in the English teaching and communication industry. He is a TESOL certified trainer, and currently holds two Masters Degrees: a Masters

• Writing Style and Tone You know adopting the appropriate tone is essential in business writing. But how can you make yourself sound diplomatic but at the same time firm? How do you turn a negative idea into something positive? This workshop will equip you with the necessary skills.

Degree in Communication Studies from the University of Leeds; and in Political Science from the National University of Singapore.

Rating !!!!!" 4.5/5

• Content Editing Learning some of the common pitfalls in writing will help you avoid making similar mistakes. In this workshop, you will not only be shown samples of these mistakes but also understand the rationale behind how such mistakes occur, and at the same time think of ways how to revise them to make your ideas clearer and grammatically correct.

What Is This Course About?

usiness communication skills are as essential as they have ever been but grammar, spelling and sentence structure are all too common mistakes these days.

This course has been specifically designed to address organization’s needs for powerful business writing. Participants will learn the language skills and techniques in writing the different types of business communication such as emails, minutes of meetings, notices and agenda. This highly-interactive workshop provides participants with the skills and principles of effective business writing in a corporate world. It will show the ways to a clearer and more concise writing, paying attention to style and tone, among others. Through real examples also, participants will be shown some of the common mistakes in business writing. By the end of the workshop, participants should be able to apply what they learn and thus write more confidently.

Who Is This Course For? his course is aimed at those who wish to employ more effective writing skills in the office. This course is suitable for Administrative or Operations Staff, Assistants, Executives, Managers and Secretariat staff.

Average Participant evaluation based on last 10 runs

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The course offers practical tools at work. Trainer is very engaging and simulates you to think and evaluate accordingly

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• Business Correspondence Learn the structures for writing formal letters, emails, minutes and agenda.

Samantha Quah, Executive Officer, National Youth Council

Recommended Next Course: Report Writing Skills

Quick Tip... In business writing, you write to express, not to impress. So avoid all those jargons and fluffy phrases if you want people to understand your writing. Instead think and write simply. Your reader’s time and company’s money will be saved.

COURSE

Trainer: Mark James Normand Course Fee: S$500 Duration: 2 Days *SDF Subsidies for all companies

Impressive Business Presentations

What Will I Learn?

Still finding yourself reading from the slides and failing to sell the message?

Introduction Participants will be introduced the world of business presentations and will engage in doing individual as well as group presentations over the 2-day period. Participants will be recorded for playback and can take home their presentations for reference and review.

Who Will Be My Mentor?

• Structure Participants will gain insight how they should go about developing the structure of the presentation to from start to finish and avoid classic cliques and build professional presentations. Delivering highly crafted, well-thought-out, meaningful information entails doing away with old practices, introducing job-redesign for what constitutions a presentation and increasing office productivity at the same time. • Content Participants will be exposed to many facets of content creation and delivery, including: − The analysis and delivery of chart data-to-information.

Mark James Normand is Managing Director of Impress Training,

• Business Language Whilst emphasis is placed on volume, in business, it’s the business language we use that compels, captivates, motivates and sells rather than how loud we become. How we choose our words can leave lasting impressions on audience members and great care and awareness must be used in our choice of words.

worked in the areas of Sales, Marketing, Product Development,

• Designing Slides Know the mechanics to developing fantastic visuals, cutting down text and redesigning slides that make it easier for the audience to scan information, improve your delivery and avoid the reading-fromslides syndrome. Participants get a show and tell of different company before and after makeovers, and see how PowerPoint can produce amazing 3D visuals and simulations. • Body language Strong confident language (non-verbal) says just as much as your spoken word and by carrying and delivering your presentation using choreographed movements greatly adds weight to your delivery.

What Is This Course About?

Who Is This Course For?

f you want to succeed in today’s highly competitive business environment, you need to communicate well and present yourself successfully. The ability to deliver an effective business presentation to customers, peers, and corporations is an asset that everyone should strive to add to their portfolio in developing their careers.

This course is aimed at anyone who has to deliver a presentation in the office or to clients. Covering a broad spectrum of persons and departments, this course will impart business-minded skills for conducting modern presentations.

For first time presenters as well as those more seasoned, delivering a presentation can be a make or break situation. It can accelerate careers or put the brakes on it depending how well you articulate your points. For many, we’ll think of a hundred-and-one reason’s to get out of it until the day comes when you just have to go up and get on with it. The aim of this course is to take participants through the entire presentation process from a modern context in delivering business presentations. The course is very practical and loaded with examples and role-plays to get participants involved, and deliver an impressive presentation. In addition participants will be given exercises, discussion and Asian-based case studies of sales and marketing issues.

Quick Tip... Try to end your presentation with a recap of all the major points. Hence, don’t make your last slide the traditional ‘thank you’ or ‘the end’; instead make the last slide a ‘business summary’ and verbalise ‘the end’ of the presentation.

Mark James Normand

− Crafting benefits from features to better provide either strategic overview or value propositions.

• Taking Questions and Answer How to tackle, rebut and bring successful closure during Q&A sessions and knowing how to structure it properly and remain in control. Group sessions will introduce the concept of ‘Kill & A’, rather than Q&A to test their ability to counter, handle and prepare for tough sessions.

and International Trainer. Spanning more than 10 years he has Business Development, Education, and Corporate Training. Since then he has started two firms, one in training and consultancy and the other in marketing and design.

Rating !!!!! 4/5 Average Participant evaluation based on last 10 runs

“

One of the best courses I’ve ever attended

“

− Using business-speak to convey information in a modern and relevant context. − Using business-opening techniques to engage audiences quickly.

Lillian Ong, Manager, Singapore Tourism Board

Recommended Next Course: PowerPoint Design for Business Presentations

• Group Presentation Sessions Participants will be involved in two major presentations, with the larger of the two (on day-2) being recorded. **Bonus Digital Recording (DVD) All in house sessions will receive a free DVD of the group presentation sessions.

Sales and Marketing The heart of any business is the sale and marketing of products and services. Finding the right strategy and techniques is important to boost profits and optimise bottom-lines. How to Sell for Non-Sales People Build Winning Brands Employer Branding

Nur Farhana Binte Salwar, Planning & Development Officer, Ministry of Manpower

Marketing

“

The course is valuable for my job and the trainer is excellent.

The trainer has presented the course in an interesting manner. Wong Mun Yih, Senior Executive, Land Transport Authority (LTA)

“

SALES&

“

Alice Pang, Assistant Director, Business Development National Heart Centre Singapore

“

SALES AND MARKETING

“

Good. Learn quite a lot of new techniques. Facilitator is knowledgable.

“

It’s a very enriching course and the pace is just right.

Henry Lee, Senior Manager Singapore National Eye Centre

Progression Chart The heart of any business is the sale and marketing of

provide a progressive development path that enables you

products and services. Finding the right strategy and

to build your capabilities and workplace performance in

techniques is important to boost profits and optimise

the sales and marketing areas. These can be developed up

bottom-lines. Whilst any of our courses can be taken in

from an individual basis to organisation strategy.

isolation, these sales courses have been developed to

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FEATURED ARTICLE

Licensed to Sell… or Licensed not to Sell?

Is selling the job of sales people alone or is there a role for non-sales people to play in sales activities?

We are barely out of one of the greatest economic depressions since the 1930’s and the business outlook looks positive. Most of us have emerged from this crisis, stronger, wiser and even leaner.

• Provides problem solving mindset – The proper sales approach uses a problem solving mindset when interacting with the customer. Helping the customer to address issues helps to make customers happy and keep them loyal

During the crisis, we reduced our expenditure, tightened our belts and slashed our budgets for ‘non-essential’ expenses. Whatever that should have been cut, has been cut.

• Customer Centric – Adopting a sales approach encourages staff to think from the customer’s perspective. Being customer centric helps to delight the customer.

So now what? What can we do to increase profits and make up for the down turn that we had last year?

• Better Branding – Having customers who are happy and who could possibly share this good feedback with their friends and family helps to build a good and strong perception of your brand

If we look at the definition of profit, it’s really revenue – costs. Since we have already slashed our costs, we have no other way but to look at how we can increase our revenue. What better way than to sell more? One way is to increase your sales force, but that would also be increasing your costs as well. It takes time for your sales people to be hired, to be trained and to be experienced and competent in their jobs (even if they are seasoned sales people). And well, during this time, it may be rather difficult to quantify their contributions to the company. Another way, which we see organizations increasingly adopt, is to train their existing staff to multi-task and play a part in sales activities while conducting their core duties. The selling process can be an extremely long one and this doesn’t mean having all your staff involved in every part of the process. Instead, it means involving them in only certain parts of the selling cycle. For example, a cashier asking the customer who is paying for his purchase, if he or she would like to consider the latest promotion; or a customer service representative asking the customer who is having problems with his ageing equipment, if they would like a sales consultant to pay them a visit to discuss the various options available.

Selling is an important role which everyone can play a role in and can also provide the following benefits:

• Generates sales opportunities– Ultimately, through the course of positive selling, sales opportunities can be generated, thereby having a positive impact on your company’s bottom line. While selling can provide you with many benefits, one must be mindful of the potential pitfalls of allowing anybody and everybody to have a ‘license to sell’. These responsibilities, when put in the hands of untrained and inexperienced staff can lead to plain hard selling which could put off customers and cause a misalignment of your company’s sales and corporate strategies.

In order to prevent such things from happening, companies should consider aligning their sales strategies. This can be achieved through standardizing of sales training to ensure that everyone sells in a particular way but at that same time having something that is flexible enough to customize so that modules can be customized according to the job roles that staff play.

COURSE

Trainer: Bruce Murphy Course Fee: S$425 Duration: 1 Day *SDF Subsidies for all companies

How to Sell for Non-Sales People

What Will I Learn?

Do you know it’s more about selling ideas, than product?

he Modern Sales Person Do you have what it takes to be a modern sales person? Is it all just about being a ‘smooth talker’ or is there more to it? Find out more about what the qualities of top sales people are, and more importantly, what customers are looking for in a modern sales person. You’ll be surprised about what our research has uncovered.

Who Will Be My Mentor?

• Generating Your Own Sales Leads You’ve been given your target and your list of customers. Worse still, you may have just been told that the entire country is your sales territory. How do you get started? Where should you start looking for business? Learn techniques to generate your own sales leads for more closing opportunities. • Consultative Selling How do I differentiate myself from the rest of the competition out there, and what exactly are my customers looking for? Learn how to adopt a consultative approach that addresses customer issues rather than the old-fashioned hard-sell or product push.

• Selling Techniques There are so many ways to reach out to your customers to sell them your products and services. Learn to harness the power of fundamental selling tools and techniques such as letters, cold-calling, emails, reports, proposals, appointments, presentations and more. • Overcoming Objections You try to go for the close but find your customers throwing objections at you. What should you do and how can you get past these objections? Why are these objections being mentioned in the first place? Learn powerful techniques of persuasion and how to overcome these objections that can threaten the success of the sale.

What Is This Course About? his course was designed to develop people who need to know the skills of winning new customers but lack the training. As well as for existing sales people who would like to adopt a more systematic approach for optimum sales results. At the end of this programme, participants will have a keen understanding of the selling process as well as how to react at the various stages in order to achieve optimum results.

These concepts are additionally enhanced with carefully prepared case studies, role-plays and exercises to aid participants in their quest for optimum results in their corporate sales careers.

Who Is This Course For? he course is intended for those who would like to move into sales or would like to understand the principles of selling. Existing corporate sales and marketing people who would like to adopt a more systematic approach towards selling.

Quick Tip... Many people have the perception that to be a good sales person, you must be able to speak extremely well. However, just look at the top sales people around you and you’ll notice that most of them are not very ‘chatty’ people and speak normally like the average office worker. So what makes them successful in sales? A lot of it is about attitude and drive coupled with soft skills like being able to find out important information, as well as the ability to plan and execute sales strategies. Try inculcating these qualities and skills into your sales people through a combination of training and mentoring and you will see a difference in their selling abilities.

• Referral Business and Closing You have finally closed the sale after a tough and competitive journey. The paper work has been completed and the product and service delivered. Is that the end or is there more that you can get out of this business relationship? Learn how to generate more leads, more business even after closing with the client.

Bruce Murphy Bruce Murphy is the Sales Training Manager of a Global 500 technology company. Capitalizing on his prior experience in sales and marketing, Bruce brings to his participants a wealth of practical experience and knowledge in key areas of Corporate Selling such as Account Management, Sales Management, Consultative Selling and Negotiation. Having worked in various local and regional training roles, Bruce has honed his skills through exposure and the rigorous certification process of various world-class sales methodologies.

Rating !!!!! 4.2/5 Average Participant evaluation based on last 10 runs

“

Bruce was fun and trained us in real workable sales techniques unlike other trainings I’ve attended

“

• Power of Knowledge What do I need to know before I can engage with my customers? Learn how Product, Competitor, Industry and other key data can help you get an edge in your interaction with clients. They say knowledge is power, but remember, it’s only powerful if you know how to put it to good use. We’ll show you how!

Goh Pak Lim Annie, Operations Senior Executive

Recommended Next Course: Building Winning Brands

FEATURED ARTICLE

Time for a Brand Stimulus Package:

“Invest

NOW in Building Brand

very day we are bombarded with news about the economy—bank busts, bailouts and buyouts, rising jobless claims, more home foreclosures, declining consumer confidence, the unfolding “stimulus package,” a national budget crisis... In the marketing world, we hear a similar drumbeat about the fallout: dismal corporate earnings, company layoffs, marketing budget cuts, advertising gone dark, clients and agencies and people coming and going, a brand budget crisis—there is a sense of turbulence, malaise, and timidity... We see a diminishing commitment to longterm brand building. The mission of the moment is driven by the CFO, not the CMO (if he or she is still in place), and calls for costcutting and short-term revenue-generating activities only.

Lead generation is “in.” Immediate demand stimulus and call to action are the rage (the term “stimulus” has a sort of currency). Brand strategy and market research are “out” of fashion perhaps. The decline, then, of brands and branding?

“

Not so fast. There is a weighty and consistent body of historical data showing that marketers do harm, in the short-run and long-run, to their businesses and brands by kneejerk budgetslashing and by running scared. A study of B2B marketing over six recessions in the 20th century found that not only did sales and profits decline for brands that cut brandoriented advertising during the recession but also performance continued to lag upon the subsequent recovery. (The Buchen Agency)

The 7Ps of Branding Today’s brand leaders would be wise to consider and follow these 7Ps of Branding as a guide during the recession, and beyond...

Such brand perseverance during uncertainty will provide reassurance to the customer base—an especially critical target now—not to mention to internal stakeholders.

1. Profit Marketers now have a golden opportunity to profit and establish real competitive advantage by exploiting the current situation. That is, they can now increase brand value and market share relatively more easily and cheaply than during good times.

Rosabeth Moss Kanter cites current downturn success stories of IBM and P&G as “role models” and examples of “persistence despite obstacles.” (HarvardBusiness.org)

With competitive noise levels reduced, it is easier for a brand to stand out in the marketplace. Media costs are less prohibitive.

3. Planning Despite the strong economic headwinds, brand builders should remain committed to pursuing long-term visions and executing on plans while selectively, pragmatically improvising marketing tactics.

Interbrand CEO Jez Frampton argues for “protecting and growing a brand...a company’s most valuable asset—and a far less volatile asset than others during a time of economic uncertainly.”

IBM during the recessionary early 1990s and Southwest Airlines after 9/11 are examples of brands that never wavered from their longrange brand strategic compasses and profited enormously by doing so.

2. Persistence Corporate brand directors need to stay the course, which means going against the flow, not following the marketing herd. Even if budgets are trimmed in some areas, there should be a core of both strategic and tactical activities that endure (the former initiatives tend to be less budget consuming even in good times).

4. Performance Some marketers have cut and will continue to cut prices. But brands (and their communications) will be judged and rewarded now by delivering on value rather than merely price. Brand leaders do need to re/ define the value of their offering, but without compromising the quality and experience that customers expect or need (despite acrossthe-board corporate cutbacks). Harvard Business School professor John Quelch also recommends investing in opportunistic market research, since there is a real need to define “performance” and “value” and gauge what is relevant to customers in the shifting environment. 5. Positioning Brand owners must uphold and defend their core positioning and resist the temptation to sacrifice quality, reduce innovation efforts, or cut prices. A study of over 1,000 companies showed that firms that cut manufacturing and administrative functions in a recession did tend to reap the benefits, whereas those that decreased spend on new-product development, quality, and marketing suffered. (PIMS) Leading brands will stay leaders by offering and communicating their enduring relevance and point of difference. Recessions and discounts come and go, but trusted brands and their appeals tend to transcend and outlast those events.

6. People There needs to be an appreciation of the link between top talent and top-performing brands. Hiring, motivating, and keeping the best people (who exemplify the brand) while competitors are pruning overhead is a key source of proprietary advantage. Management guru Jim Collins chronicles the cases of Boeing, HP, and P&G, which bucked the trend during tough times by investing in talent (when their rivals were shedding critical human capital) and as a result thrived, outperforming the competition. 7. Principles Brand leaders should work with CEOs to make sure that their brands and organizations are integrated and that employees internalize and externalize a set of values that don’t change. Both Quelch and Collins emphasize the importance of adopting core brand principles and personality traits, sticking with them and executing on them, for years and years. According to Kanter, IBM’s and P&G’s strong financial results today are partly owed to their focus on corporate brand values, ethics, and social mission. Valued customers and employees will be more loyal if they are reassured on principles, by the brand, and by its chief executive and sponsor; this is especially critical in the B2B world, with its large transactions and greater numbers of stakeholders involved in the customer experience. By the Numbers Brands that adhere to the 7Ps of Branding will ensure they achieve the best return on their investment: • Southwest Airlines was the best-performing stock from 1972 to 2002 (Jim Collins). • In 1975, Ford and GM used similar advertising strategies, but Ford cut its budget; GM’s sales grew after 1975, while Ford’s declined 14% (Evan Carmichael). • From 1980 to 1985, much of which was a recessionary period, those companies that did not reduce their marketing budgets increased sales 16-80% (McGraw-Hill). • Companies that cut brand advertising during a recession typically see sales and income fall 20-30% over the next two years as a result (AdWeek). • IBM’s brand asset is valued at over $59 billion (Interbrand/Business Week 2008).

by Kevin Randall 74

Course

COURSE

NEW

Trainer: Catherine Chai Course Fee: S$680 Duration: 2 Days *SDF Subsidies for all companies

Building Winning Brands

Who Will Be My Mentor?

Do you really know what it takes to build your business brand?

• What is branding and all its confusing brand terminologies and lingos? • What can be “branded”? • What are the market trends?

What Is This Course About?

Who Is This Course For?

esearch shows that brands are most influential when customers lack the knowledge to make informed product choices, or in commoditized categories. Today’s customers are faced with a plethoral of choices and fierce competition ensures that there is little sustainable competitive advantage if brands compete solely on product features or price.

usiness owners, managers and executives who need a brandfocused orientation; Non-marketing functional managers and executives looking to acquire strong branding knowledge; and for those who need to update themselves and seek new ideas on brand building.

Having a strong brand is widely acknowledged as an effective tool to help businesses to differentiate themselves and achieve long term profitability. However, many organisations lack a common understanding amongst staff in the branding process resulting in incoherent efforts across departments. In addition, some companies see brand building as a “one-time exercise” and fail to nurture and grow the brand/s over time with new initiatives. The truth is brand building is a long term effort, in fact it never ends. This two-day practical and intensive BUILDING WINNING BRANDS workshop is specially designed to provide organisations with practical techniques and tips to build strong brands in the market. The workshop is packed with insights from both global and Asian brands that can be implemented quickly and inexpensively. This is a hands-on and highly interactive workshop.

• What is the relationship between brand strategy and business strategy?

branding and brand architecture. Catherine is passionate about sharing her knowledge on brand building and hope to inspire more organisations to be better brand builders.

“

Very interactive and fun. Practical examples and discussions that helped us understand branding

• What are the pitfalls and challenges in brand building? • What are the effective methodologies that can be used to collect customer insights, both online and offline? • How to conduct a brand audit?

“

What Will I Learn?

Violet Wee, Project Manager, Transmex System International

Recommended Next Course: Powerful Brand Positioning

• How to go about developing a brand strategy?

Quick Tip... A product has a life cycle but a strong brand can possibly achieve immortality. A key aspect of the importance of brands to a firm is their role as a growth engine. Building a strong brand begins with a clear roadmap, a formalised brand strategy that guides execution that is meaningful and impactful.

• What are the key components in a brand strategy blueprint? • Who in the organisation should be involved in a branding initiative? • What are the brand strategies of some of the global and Asian brands? • How to execute the brand strategy? • How to align the brand internally and externally? • How to manage your brand consistently? • How to protect your brand?

Course

COURSE

NEW

Trainer: Catherine Chai Course Fee: S$425 Duration: 1 Day *SDF Subsidies for all companies

Employer Branding

Who Will Be My Mentor?

Want long-term talent attraction and retention powers?

Catherine Chai Catherine Chai brings with her over 16 years of extensive experience in brand strategy, brand management, marketing and advertising skills across various industries. She has helped many MNCs and SMEs to formulate brand strategies such as corporate branding, product branding, internal branding and brand architecture. Catherine is passionate about sharing her knowledge on brand building and hope to inspire more organisations to be better brand builders.

What Is This Course About?

Who Is This Course For?

lobally, organisations are increasingly competing to attract highly skilled personnel in various professional areas. In fact researchers predict that in future, competition for the best employees will be as fierce as competition for customers. Organisations that can attract the best minds will have a distinct edge in the marketplace. This is because employees are becoming central to the process of brand building and their behaviour can either reinforce a brand’s advertised values or, if inconsistent with these values, undermine the credibility of advertised messages.

usiness owners, managers and executives who need a brandfocused orientation; functional managers and executives and particularly HR personnel because building the employer brand is a company wide initiative.

In many organisations, branding often meant significant investment in external communications . If brands are to be an integral part of corporate strategy, they need to first gain traction internally. Thus, before any company even thinks of selling their brand to their customers, they have to sell it to their employees. Only those firms that embrace employer branding will have a stronger competitive edge. This one day practical and intensive workshop is specially designed to provide organisations a roadmap to build a strong employer brand using consumer branding approach. This is a hands-on and highly interactive workshop.

•

What is the link between business strategy and brand strategy?

• What is the link between external branding and internal branding? • What is the link between internal branding and employer branding

“

Very comprehensive and engaging! I can implement some of the techniques learned immediately

“

What Will I Learn?

JenniferToh, HR Manager

• What is the importance of employer branding and its benefits? • What is employer brand strategy?

Recommended Next Course: Building Winning Brands

• What are the characteristics of successful employer brand?

Quick Tip... There is a direct link between how employees perceive their company and how they help their company to deliver the external brand promises, thus it is of critical importance to engage your employees so they want to deliver what your business really needs.

• How to unify organizational identity and employer image? • How to develop a unique Employer Value Proposition (EVP)? • What are the employer brand strategies of some of the global and Asian brands? • What is employer brand management? • How to ensure internal alignment to harness employer brand power? • How to cascade the employer brand? • How to set up a brand guardianship structure?

Management and Leadership Good management and people skills can make the key difference in an organisation wanting to recruit and retain talent, push the business forward and develop people. Building Championship Teams First-Time Manager Coaching Skills for Managers Time Management Managing a Multi-Generational Workforce

LEADERSHIP

John Lee, Marketing Manager, TTC International

“Refreshing and eye-opening session that can turn your work around” Marcus See, Business Development Manager, Singtel

“

Really enjoyed the workshop. Good mixture of theory and activities to keep the mind active. Would definitely recommend!

Progression Chart Good management and people skills can make the key

These courses can be taken in isolation, however if you are

difference in an organisation wanting to recruit and retain

looking for a development path then progression chart can

talent, push the business forward and develop people.

help identify which stage and what course is best suited

Developed to provide a defined progression route to

for you.

“

MANAGEMENT AND LEADERSHIP

MANAGEMENT

Very interesting and enriching. Hands-on exercises helped us understand the different techniques

“

Syidah A.Razak, Marketing Executive

support you through each stage of your managerial career.

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Course made me realize that it is important to understand your own style and then be able to adapt to fit in with the needs of staffs in your care

“

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FEATURED ARTICLE

Transitioning into a management role for the first time does not need to be hard. But it takes forethought and the ability to be introspective and self-regulatory. It’s not business as usual because now, even though you may already have longstanding and strong relationships at work, the expectations are different. It’s important that you realize that your focus needs to shift and how you communicate with former peers must change. As a new manager, you need to set new boundaries with former co-workers. While you can still maintain your friendships, you need to draw these new boundaries in order to establish your authority and credibility. It’s not about becoming demanding and asserting yourself in aggressive ways. Rather, it’s taking seriously your need to refocus your thinking so that you position yourself as a leader deserving of the respect of others. Here are some quick tips for all new managers to help them along the path of success.

“Score some early wins”

“Cultivate a Mentor”

New managers need to establish some credibility and confidence among the people they’re leading. One good way to do this is by finding a relatively simple project, something small that can generate an early win. Nothing builds confidence like success.

You’ve seen it before: One bad manager can stifle creativity, siphon energy, and poison relationships. And you’ll have times when you’ll ask if you’re causing more harm than good. When this happens, reach out to someone who’s already gone through that. Find a mentor who can pick you back up and put your challenges in perspective. Stay in touch regularly and take his or her advice, however critical, to heart. Chances are, a mentor will be flattered by your trust. Eventually he may be the one who introduces you to the right people and champions your cause

“Hard on the issues, easy on the people”

“People are your most valuable asset”

Avoid trying to assign blame to individuals but rather focus on identifying the root cause of the problem. The error may have been yours for putting the individual in a situation that didn’t match their skills.

Employees are the only organizational resource that, with training, can appreciate in value. All other resources depreciate. Invest for the future, not for current needs.

“Manage by exception”

“Mindset matters”

When things are going well, leave them alone. When a problem occurs, intervene. Monitor outliers to identify anomalies (good and bad) rather than focusing on averages.

Be optimistic. If you think a project is doomed, it’s not likely to be successful. Smile. Your mood is contagious

“Don’t keep comparing”

“Actions speak louder than words”

Becoming

NEW

“

This is the first shock that many new managers experience and it can be a big one. Making the shift from being a highly-competent individual contributor to a new life as a rookie manager

trouble. If you recognize that your new at this, and need a lot of direction and support, you’ll increase your chances of success.

From office grumbling to complaints, in every office someone will find something to complain about. Because you are the supervisor, many of these complaints will be focused in your direction. However, you set the tone for your office. Coach your team members to adopt an attitude of problem solving rather than complaining.

Manager Manager

as a “Being beginner again

can be a humbling experience. The important thing is how you react to it. If you respond by acting like you know it all, you’re going to be in

Employees will mirror your behavior more quickly than they will follow your words. If you don’t follow the guidelines that you set for others, they are more likely to resent you and circumvent the rules.

A trap to be alert to is making comparisons between your new job and where you have just come from. While past experience can be helpful, people will not appreciate you if you keep saying how much better you were at doing things at your old place

“Don’t take things too personally”

“Learn the Business” You’ll feel tempted to overhaul and start fresh. But there’s so much you don’t know. Rather than risk moving too fast too soon, spend your first months observing, listening, and learning. Keep a log of everything you question. To know what’s critical and what’s clutter, lean on those with institutional knowledge and memory. In short, be humble and grow into the job. Take small steps so your employees have some continuity. You’ll have time to leave your fingerprints as you mature.

“Be an Example”

“Build Bridges with Other Departments” Along with being a manager, you’re also an ambassador. Invest time in building relations with the other departments. If they’re not coming to you, go to them. Sit down with their leaders and rank and file. Take an inventory of how your department is viewed. Identify areas where you could improve your performance or potentially team up with someone to help. Communicate regularly, so you keep your capabilities on their radar. It only takes one opportunity, and a mutual awareness of your unexpected synergies, to forge a long-term partnership.

You’re wired into the powers that be. Your people will adopt your attitudes and anxieties, conscious or not. So recognize the image you project at all times. Be the example: Convey confidence and stay composed. Own up to your mistakes, so your people do the same. Follow your own rules, knowing no job or rule is beneath you. And stay approachable and positive at all times. At minimum, your people should respect you. At best, they should aspire to be like you. People watch what you do more than they listen to what you say. Always walk the walk.

Course

COURSE

NEW

Trainer: Vasu Course Fee: S$500 Duration: 2 Days *SDF Subsidies for all companies

Building Championship Teams

What Will I Learn?

Because Your Success is Built on Your Teams Success

xamining personal needs and challenges In order to work as a team, personal issues must be ironed out and clarified first. Unless this is tackled at the start, these issues could become the hidden and underlying reason for team failure. Often the feeling that the organisation is benefitting at the expense of personal needs is a major cause of work dissatisfaction that leads to mediocre performance and other negative attitudes.

Who Will Be My Mentor?

This will be addressed in the first part of this program and the context will be set out for team members to examine their personal needs and how changing the mindset about the organisation can help them fulfil it. • Understanding behavior st yles Often miscommunication and misunderstanding stem from each individual on the team having different behavioural styles and attitudes. Participants will learn just what makes each individual tick and how communication and the transfer of information even through the internet can be more effective by simple understanding the different behavioural styles. Teams will better understand how to effectively delegate and communicate tasks, challenges, deadlines, goals and even rewards to peers and subordinates, without causing upsets and misunderstanding.

Vasu Dev Vasu comes from a training and financial planning background and has been conducting training for companies and schools for

Who Is This Course For?

his program is designed to help members of the team – from the supervisor’s level to the management – to be immersed in an intensive program to further bind them as a team. Participants are placed in a scenario where the ultimate success of any mission depends on each individual being totally responsible and committed to fulfilling his or her respective role within the context of the team.

upervisors and Managers from any industries and if possible working in the same working group or project team, who face challenges and need to take their team to a new level of understanding and performance.

The key challenge of the any leader or manager truly interested in extraordinary performance and results is how to galvanize these individuals in as a well-oiled team. Initially a group of people coming together to work together is not unlike a band of pirates – individuals of different cultures, bias, talents and abilities, possibly extremely individualistic personalities, speaking different languages, having different communication skills and values. By the end of this course, participants will: • Increase the level of cohesiveness and understanding among team members • Understand that each member has a role that directly contributes to the well-being and bottom-line of the Company • Create behaviour within the team that supports accountability, growth and higher performance • Examine individual’s personal goals and how organisation can set the context to help fufill it

Quick Tip... If you want know why your team works or does not work, examine how your team members handle their children. The higher the standards they set for themselves, chances are, the more successful their children.

• Implementing the Code and the challenges faced Here we examine through exercises and role-play the concerns and possible outcomes and implications of the Code. Participants shall learn how responsible team self-regulate without causing personal upsets and misunderstandings. They will learn how to deal with members who flout the code in a responsible and mature manner. • The Crucial Keys to forming a team Participants will get to experience through exercises and games Crucial Keys to building a resilient and high performance team. Some of the keys include: • Knowing who is on your team • Everyone must have fun in the team • Holding behavioral and technical standards very tight and very clear • Everyone is responsible

more than 5 years. Some of the topics he trains on include, sales and marketing workshops, entrepreneurship programs, customer service workshops, leadership and teambuilding camps and programs for adults and teenagers.

“

Really enjoyed the workshop. Good mixture of theory and activities to keep the mind active. Would definitely recommend!

“

What Is This Course About?

• Creating a Code of Honour Teams shall go through an exercise that lays the foundation for creating a set of team code to operate from. Games will be conducted to drive home the point that upholding standards of this code is the responsibility of every team member. Teams will understand that a well thought through set of behaviour standards or code will help each member in the team to operate at a very high level of productivity and efficiency. This session also highlights how a natural, mutually agreed upon team culture and identity evolves and entrenches itself in the minds of team members.

Syidah A.Razak, Marketing Executive

Recommended Next Course: Communication & Interpersonal Skills

‘Building Championship Teams” aims to help create powerful and synergistic teams in organizations.

COURSE

Trainer: Mark James Normand Course Fee: S$500 Duration: 2 Days *SDF Subsidies for all companies

• Communication Why are managers in Asia efficient but not good communicators? Here in Singapore we have the one of the world’s lowest employee engagements according to the Gallop Poll costing us more than S$4.3billion. Participants will learn what these issues are and how they lead to ineffective communication. Participants will learn to use effective communications with your direct reports and develop clear measurements such as goal setting.

First-Time Manager Is this your first-time leading a team?

Who Will Be My Mentor?

• Motivation Inspire and motivate others whilst mentoring others and providing work challenges and enrichment. Motivation can take many forms from many variables such as the company facilities, culture and benefits; others more intangible like a creative environment, a fun-place to work. Participants will see overseas and local case samples of companies motivating their employees by examining work-place design, job-design, environment, engagement techniques and more. • Time Management Use templates for working schedules and see how time saved can be used more productivity for work or engaging direct reports. Most time management techniques don’t work because people lack the discipline to implement them. So time management must start from within and this course will introduce participants to simple effective techniques to better use of time from goal setting, schedules and planning techniques.

Mark James Normand Mark James Normand is Managing Director of Impress Training,

What Is This Course About?

What Will I Learn?

ave you been prepared for the role? What exactly is a new manager meant to do? Do you have the current skill sets to develop yourself as well as others around you? Remembering that your success will depend on your team’s success will change the way you may have worked previously.

ntroduction & Analysis Get an insight to the current problems facing new managers today’s given the changed business climate and learn why most new managers ask the same universal questions: How do you handle difficult employees? What do you do when they don’t listen to you? How do I motivate my team? Do these sound familiar?

It’s not always easy being promoted to being a manager with staff reporting to you. Very often you are promoted based on your current skills sets for a job well done and the expectation that you can perform to the next level. Sometimes the transition is easy, but very often managers who now face the role of having to direct others and communicate too many different levels and departments can soon find themselves overwhelmed. This course is about preparing new managers for the roles that awaits them and how to effectively work with their employees to build a productive business unit and covers a wide area of issues that new managers must face.

Who Is This Course For? his course is aimed at those persons from any department whom are being promoted into a management type role. Those that have either just started and those that have been managers for many years but have now taken a team to lead and direct.

Quick Tip... Learn the business. Know the Industry. You’ll feel tempted to overhaul and start fresh. But there’s so much you don’t know. Rather than risk moving too fast too soon, spend your first months observing, listening, and learning. Keep a log of everything you question. To know what’s critical and what’s clutter, lean on those with institutional knowledge and memory. In short, be humble and grow into the job. Take small steps so your employees have some continuity. You’ll have time to leave your fingerprints as you mature.

• Training & Coaching Based on the most successful companies, 10% of a manager’s time should be dedicated to training and coaching their direct reports to fulfill their potential to complete assigned tasks. Managers must assume more responsibility into furthering the skills for employees in order to develop more competent staff, reduce turnover and increase recruitment potential. Participants will learn what types of training they can adopt, problems with current models, and larger programmes they could implement company-wide. • Performance Management Whilst performance appraisals only look at the end of the cycle, participants will learn to look at the complete eco-system of performance management. From the moment potential employees are interviewed, to coaching them through various roles and then to promotion opportunities. Participants need to learn the importance of clear communication and goal setting to ensure better appraisals.

and International Trainer. Spanning more than 10 years he has worked in the areas of Sales, Marketing, Product Development, Business Development, Education, and Corporate Training. Since then he has started two firms, one in training and consultancy and the other in marketing and design.

Rating !!!!! 4/5 Average Participant evaluation based on last 10 runs

“

Very refreshing course. Has taught me a lot on how to manage myself and the team better

“

• Delegation Getting the balance right can be difficult in determining what to assign and to whom. A participant often have a difficult time instructing direct reports to take on work because of the fear of rejection, and may lead to going in heavy handed and thus affects the quality of the work later down the line. Participants will learn scripts and what type of work is best delegated out, and how to monitor the progress.

Lloyd Tan, Sales Manager, ISE International Pte Ltd

Recommended Next Course: Coaching Skills for Managers

• Work-life Balance What methods can be implemented both at work and for you personally to maintain a work-life integration. Bonus Workbook Chapters include: • Effective email • Conductive effective meetings • Writing Reports. • Beginnings of Leadership.

FEATURED ARTICLE

Why Aren’t

MANAGERS MORE

Coach-like

onsidering all of the advantages of being more coach-like—self-reliance, enjoying your job more, and better performance—you would think that managers would be more open to using coaching skills with their direct reports. But the reality is that many managers do not coach their employees at the levels they could. There are three basic reasons: 1. They have competing priorities and don’t feel that they have the time to coach. 2. They believe they are already acting in a coach-like manner. 3. They aren’t sure that coaching their employees is necessarily in their best interest.

Organizations need managers to develop their people. If organizations want their people to grow and progress, they need to find ways to encourage managers to spend the extra time to connect and coach team members. And, while it takes time in the short term, coaching saves time in the long term because managers are having more productive, more effective, and more focused conversations. Most people don’t understand what coaching is. If you ask 100 people, you get 100 different answers. That’s part of the reason why so many managers believe that they are being coach-like and why they are surprised that they are not getting different responses. For example, many people think of coaching like the athletic model, where a coach stands on the sidelines and yells.

Coaching means making the shift from telling people what to do to asking people for their ideas. If managers believe it is their responsibility to do all the thinking, or to be the only one who comes up with options, they won’t get the benefit of others’ ideas and solutions. But if managers believe it is their responsibility to draw out options from others they will benefit from the creative ideas that result when people are asked for their opinions rather than being told what to do. The result of managers only giving direction and solving problems is that people working for these types of managers don’t grow and develop as quickly as they could. Instead of gaining skills and moving on to other assignments within the organization, these people are held in place. What is especially bad about this management style, according to Miller, is that the employee doesn’t have a choice. “If the manager feels threatened at all, for any reason, that doesn’t give the employee the choice to move forward. It also stymies the organization by keeping people at a restricted level rather than moving them toward self-reliance. The only person really being served in that case is the manager because the team member is still on the job. I also think this is one of the reasons why people leave organizations: there are no growth opportunities.”

Making the shift from telling to asking is one of the hardest shifts that there is, according to Miller. As she explains, “For many managers, solving problems is part of where they get their value. So it’s really hard for some mangers to shift from telling and solving to asking and drawing out.”

Becoming More Coach-like So how can organizations get started on changing the way they do business? Follow these three recommendations: 1. Change mindsets: Encourage managers to see coaching as a part of their job instead of a threat. 2. Model coach-like behavior: Organizations can promote coach-like behaviors in frontline managers by encouraging senior leaders to be more coach-like. If senior leadership fully understands what coaching is and uses coaching as part of their management style, they can help actively develop the managers below them so that those managers can then coach the teams they are working with.

3. Provide incentives for managers to develop their people: Coaching impacts the bottom line of an organization by improving morale, efficiency, and productivity. In the same way that managers are tracked and evaluated on their ability to manage results, they should also be tracked, evaluated, and rewarded on their ability to develop people. Making the Shift from Knowing to Doing Looking over the current work environment, Miller believes that people have a strong sense of wanting to contribute. Coaching is a way for managers to help people feel that they are making a different kind of contribution and to have a different sense of ownership and responsibility for their work.

Course

COURSE

NEW

Trainer: Deepa Pillai Course Fee: S$500 Duration: 2 Days *SDF Subsidies for all companies

Coaching Skills for Managers Nurturing People To Their Full Potential

Qualities of an effective coach An effective coach aims to draws out a person’s potential rather than places in aims and knowledge from outside or from himself. He guides and facilitates rather than tells the coachee what to do. Objectivity is key along with skills like empathetic listening, the ability to ask the right questions in the right manner and to read subtle non-verbal cues.

Who Will Be My Mentor?

A good coach must also be adept at sense making and challenging assumptions where necessary. Good personal coaching seeks to help the other person’s understanding of himself or herself rather than directing him or her to understand. The effective coach is one who allows the focus to be on self-realization and reflection so that the individual decides and discovers their required progression by himself.

The Coaching Model and Framework In this workshop, participants will be taught and given time to practise the five-step Coaching Conversations Model. The five steps involve establishing focus, discovering possibilities through facilitative questioning, action planning, removing barriers and a recap of the session where the coachee is asked to review the session and commit to the action needed before the next coaching session. During this performance coaching process, participants will learn and practise skills such as contextual listening, discovery questioning, rapport building and checking for assumptions. Participants will also learn how to create coachable moments where the coachee shows that he or she trusts the coach and is ready to be coached.

What Is This Course About?

What Will I Learn?

t is said that to enhance employee performance, managers, team leaders and human resource staff should be equipped with the skills needed to draw out their staff member’s potential and help them achieve their performance goals. In-house coaching conducted by a department manager or supervisor can be instrumental in maximizing staff performance and development.

hat is Performance Coaching? Performance coaching is a professional discipline that is fast becoming a popular tool to help one realize their inner potential and guide them toward achieving their professional goals. There is much literature about the benefits of being coached. Therefore, in-house coaching has now taken on a new level of prominence where organizations are training and grooming selected staff members to be coaches. A coach will work with the coachees and help them identify their vision and goals in the workplace through a formal and structured manner using deep listening, questioning and feedback skills.

Through in-house coaching, the employee will be guided to see his existing reality which could be a performance gap, lack of motivation, or difficulty in adjusting to new roles to name a few. Coaching involves the manager using a step-by-step approach to help the coachee identify his own performance goal and then through a series of coaching conversations, guide him towards solutions and action steps he can take to achieve his goals.

Who Is This Course For?

M 92

Managers, Supervisors, Executives or anyone who is leading or responsible for a team in their organization.

Quick Tip... To be an effective coach, you must be able to filter out your own emotions and be impartial during the coaching conversation.

Handling Resistance in Coaching Conversations Participants will learn to identify and understand the source of resistance when being coached and apply techniques to draw out their coachees during the coaching conversation. They will have an understanding of certain organizational learning tools such as Force Field Analysis, Ladder of Inference and Creative Tension model which can help minimise resistance to coaching and enhance the quality of coaching conversations.

“

Course made me realize that it is important to understand your own style and then be able to adapt to fit in with the needs of staffs in your care

“

Facilitative Questioning Techniques A coach will need to use facilitative questioning techniques during the coaching conversation. Facilitative questioning techniques are made up of sharply focused questions which can help the coachee reflect powerfully on their current situation, what they have learned about themselves and more importantly what they now plan to do as a result of this learning. Participants will learn how to formulate facilitative questions that can also help their coachee reflect on his beliefs, values and assumptions. Some examples of powerful questions which could help the coachee evaluate his position better are: Is there any other way you could interpret that? What might have led you to see the situation that way? What assumption(s) do you think you are making there? How might you change this to something more likely to work for you?

Janice Ng, HR Manager

Recommended Next Course: Effective Feedback A good coach needs to know how to give negative feedback in a constructive way. Participants will learn how to give feedback such that it serves to help the coachee and not hurt the coachee.

Building Championship Teams

Effective feedback is specific, not general and must always focus on a specific behaviour, not on a person or their intentions. Therefore the coach must be able to be detached from the emotions involved and convey the feedback such that it describes action or behaviour that the individual can do something about. Coaching Practice Session Participants will be given the opportunity to work in small groups of three where each member will take turns to play the role of coach, coachee and observer. Feedback will be given by both the observer and trainer for learning purposes. The course ends with a summary of the learning from both days and with a next steps action plan for development of coaching skills.

COURSE

Trainer: Patrick O’ Brien Course Fee: S$425 Duration: 1 Day *SDF Subsidies for all companies

Time Management: From Procrastinating to Prioritising

Whatever your style, thinking about competing priorities and preferences is a good place to start. The more you can discover about those Time Management aspects that challenge you, the greater your potential for beneficial improvement.

Do you have no time for time management?

Eliminate Your Time Wasters Most of us will admit to days that seem to fly by, yet, we wonder where our productive Time went too; right?

Who Will Be My Mentor?

Knowing where our Time goes, and choosing how to eliminate the extravagant wastage, is one of those important early steps on a Time Management journey. You will learn how to spot where you spend Time unwisely, and, learn how to begin choosing more effective Time Management practices. Get Your Time Clock Ticking Forwards Sometimes, we just can’t make up our minds; can we? This is the cardinal sin of Time, the ultimate of Time Management speed traps; we are Procrastinating. Procrastinating holds us all back at different times and to different degrees, yet, we don’t need to get caught out.

Prioritise Your Time Spending Habits You already know that the best results come from applying the right efforts, in the right ways, in the right directions, and, in the right sequence; don’t you? Though everything always seems important, reality tells us different; some things are more important than others! Thus, for more productive outcomes, it is important that we put those first things first. You’ll learn how to re-think your priorities around daily activities, so that you can concentrate on those things that are the most important to drive performance and hence your business results. Try Time Management before You Buy As life-long learners, we all know that not all things will be relevant to us, or to our business context; we’ve been there before, haven’t we?

What Is This Course About? IME IS MONEY, and Managing Time is like money in the Bank. Smart Managers organise efforts around their investment profile. They create plans that allow them to make withdrawals & investments, manage risks & opportunities, and so get more value out than they put in. That’s being Productive.

So, are you finding more & more competing demands on your time each day? Are you often at a loss where to start? Are you sometimes shocked that your day has disappeared? And, do you experience dilemmas when choosing between competing task priorities? If your answers are “Yes, Yes, Yes & Yes”, it’s Time to stop thinking, and Time to start practising. Come along to learn techniques that allow you to kick-start your day, prioritise your way, and realise greater Productivity from Your Time invested.

Who Is This Course For?

A 94

nybody, and Everybody, that feels they have no time to attend!

What Will I Learn? hat’s Challenging You? Though we all may think we are pretty good at managing Time, experience tells us that we all have little areas where we feel “Time challenged”; don’t you agree?

For some of us, we may spend too much time down in the detail, never looking where we are heading. For others, we may prefer to remain always in touch and subject to constant interruption, which means we never allow ourselves the freedom to be focused on task execution to completion.

Yet, we also know that some of the things we will learn may well be highly advantageous to us, if, we can only overcome the inertia and put them into practice. You’ll get ample opportunity to apply the learning and put your new Time Management skills into practice. In fact, one of the later steps integrates the Time Management learning journey for you, and helps you get a better sense of those next areas to focus on to give you the best pay-back. Chart Your Course to Time Freedom The fact that you’ve invested one full day of your Time, means that you already have some ideas surrounding those areas you want to change; don’t you?

Patrick O’ Brien Patrick O’ Brien brings a solid business background that focuses learning on delivery of results. This former CEO blends a strong professional and educational background to draw concept & practice together, and apply the learning in an engagingly practical, relevant, and humorous, way. Patrick’s facilitation approach embraces Coaching, as he communicates excellence using NLP, and, keeps learning actively immersed in the present using Improvisation.

Rating !!!!! 4/5 Average Participant evaluation based on last 10 runs

“

During this next step, you’ll learn how to overcome Procrastinating, to get your Time clock ticking efficiently forwards.

Excellent & engaging training. Useful tips and principles I can bring home with me

Tay Li Shing, Assistant Director, Public Service Division

Recommended Next Course: Coaching Skills for Managers

So, rather than just accepting that the road to hell is paved with good intentions, we’ll help you keep in mind that you have a purpose in participating on this soft-skills Training Program.

Quick Tip... If you really wish to boost Productivity, always ask yourself “What’s the next best activity I can work on, to take me closer to my goals?

We’ll help you take the next steps on your Time Management journey, by kick-starting a very simple personal action plan for your growth. Commitment to this will lead you on a more fulfilling journey, taking you from Time poor, to Time rich.

COURSE

Trainer: Marion Neubronner Course Fee: S$425 Duration: 1 Day *SDF Subsidies for all companies

Managing a Multi-Generational Workforce Engaging The Workforce of Tomorrow For Better Productivity Today

What Will I Learn?

Who Will Be My Mentor?

“Retain and Recruit” in a new generation of employees Learn quick skills for retention and recruitment of Gen Y • Understand key concepts of the Psychology of Motivation Apply the effective tools which motivate staff. These include Autonomy, Belonging and Competence. As well as what compensation and benefits attract and retain staff. • What is motivation and how that links to effective management. How is your staff learning your corporate culture? What type of feedback works and which falls on deaf ears. • Identify the characteristics of the different generations and how it affects the workplace. Spot the differences between Veteran, Baby Boomers, Gen X, Gen Y and beyond. • Generic Skills to work with and managing across generations. A step-by-step model for managing communications and team rewards will be presented. Designing the chain of communication and methods of communication in cross-generational teams. What is Effective Communication- Setting the Bar high and setting expectations.

Marion Neubronner Marion Neubronner graduating with Hons in Literature from the NUS and a Distinction from the National Institute of Education, Singapore. With a Masters in Education in Human Development

What Is This Course About?

ith the current business landscape is facing increasing problems with an aging workforce and young workers having different expectations in the workplace.

Who Is This Course For? rom senior executive level to senior-management, this is aimed at participants with a desire to better manage their team and also help integrate the different generations of the workforce to work more effectively as a team.

This program will educate and stimulate positive interaction among your people across generations. It will also dramatically reduce workplace conflict and provide managers and supervisors with strategies for dealing with recruiting, retaining, and motivating, using the generational differences in a positive way. Learn the differences across generations and how a proactive human resource and coaching solution can pre-empt current problems from the varied generational perspective. The conflicts are real and how can future-orientated and growth organizations used these as areas for learning and growth rather than be negatively affected by them. Apply management techniques for motivating staff despite their differences. Managers will begin to question how efficient and effective their current actions with regards to managing cross-generational teams. A step-by-step model for managing communications and team rewards will be presented.

Quick Tip... Before allocating any team project, be mindful of the selection of the members. If you are the team leader, after collaborations and considerations, make it explicit how the communications and products will be delivered etc. Across generations there are different preferences, if you leave it up to their own choice, there will be tension and misunderstanding. A leader must be mindful of diversity (age, gender, culture) and provide direction from the start.

• How to create a career development facilitation process with the newer staff. Research studies show what the newer staff require in their onboarding process. • Dealing with Team fatigue. How to reward based on achievement and team-work, working on collaborations rather than competition.

and Psychology from Harvard Graduate School of Education, USA and a Counseling and Training experience, Marion has extensive research experience working with generational and cultural diversity. She has trained with experts in Social Intelligence at Harvard and University of British Columbia, Canada.

Rating !!!!! 4.2/5 Average Participant evaluation based on last 10 runs

“

Very Good. Insightful. Clears the fog surrounding the gaps in the generational issues.

“

• Using Solution Focused strategies and learn how to talk with staff and how not to. Managers will learn to use solution-focused coaching to hold health, proactive discussions with challenging staff. This coaching style allows the employee to take responsibility for their part of the issue at the same time allows both manager and subordinate to collaborate on solutions to the issues.

Mohd Azhar Bin Zailan, SPO, Ministry of Home Affairs, Singapore

Recommended Next Course: Coaching Skills for Managers

Managers will learn to use solution-focused coaching to hold health, proactive discussions with challenging staff. This coaching style allows the employee to take responsibility for their part of the issue at the same time allows both manager and subordinate to collaborate on solutions to the issues.

CALENDAR

2011 Training Calendar www.impresstraining.com 14 Robinson Road, #13-00 Far East Finance Building, Singapore 048545. T. +65 6401 3238 F. +65 6401 0636 mail@impresstrainin g.com

Course Title

SDF subsidy

Trainer

Introduction to Carbon Footprinting

Duration Fee 1 day

$425

for SMEs only

Paul Sykes

JAN

FEB

MAR

APR

MAY

360 Project Management

2 days

$500

for SMEs only

Benny Ho

Service Innovation

2 days

$680

for all companies

Paul Sykes

Design Strategy for Business

2 days

$680

for all companies

Paul Sykes

Impressive Business Presentations

2 days

$500

for all companies

Mark James Normand

Communication and Interpersonal Skills

1 day

$380

for SMEs only

Deepa Pillai

Recruitment and Retention Strategies of Generation Y

1 day

$380

Pending

Marion Neubronner

Business Writing for Office Professionals

2 days

$500

for all companies

Azman

24 / 25

20 / 21

22 / 23

Effective Report Writing

1 day

$425

Azman

First-Time Manager

2 days

$500

for SMEs only

Mark James Normand

Managing a Multi-Generational Workforce

1 day

$425

for SMEs only

Marion Neubronner

Time Management: From Procrastinating to Prioritising

1 day

$425

Patrick Oâ&#x20AC;&#x2122;Brien

Building Championship Teams

2 days

$500

for all companies

Vasu Dev

Coaching Skills for Managers

2 days

$500

for all companies

Deepa Pillai

PowerPoint Design for Business Presentations - v2007

2 days

$590

for all companies

Mark James Normand

PowerPoint Design for Business Presentations - v2010

3 days

$850

for all companies

Mark James Normand

EXCEL for Data Analysis and Reporting -v2007 (Intermediate)

2 days

$590

for all companies

Valene Ang

EXCEL for Data Analysis and Reporting - v2010

2 days

$590

for all companies

Valene Ang

How to Sell for Non-Sales People

1 day

$425

for all companies

Bruce Murphy

Sales and Marketing for Engineers

2 days

$500

for all companies

Bruce Murphy

Building Winning Brands

2 days

$680

for SMEs only

Catherine Chai

Employer Branding

1 day

$425

for all companies

Catherine Chai

14 / 15

JUN

JUL

AUG

4/5

25 / 26

24 / 25

15 / 16

25 / 26

24 / 25 3

15 3/4

23 / 24

17 / 18

5/6

8/9

12 / 13

26 / 27 18

5 8/9

22 / 23

28 / 29 12 / 13

17 / 18

15 / 16

20 / 21

7/8 9 / 10 / 11 23 / 24

14 / 15

7/8

7/8 15

20 / 21 / 22

8/9

17 / 18 1-Feb

27 / 28

10 8/9

15 / 16

17 / 18 5/6/7

22 / 23

20 / 21

11-Dec

DEC

29 / 30 19/20

24 / 25

21 / 22

NOV

19 / 20

28 / 29

10 / 11

OCT

19 / 20

16 / 17

28 / 1 Mar

SEP

14 / 15

13 / 14

30 / 1 July

22 / 23

1/2