Events

• Explain the functions of financial management and its role in running businesses.
• Communicate effectively with the finance professionals by using common financial language.
• Define the four key financial statements: balance sheet, income, cash flows and changes in owners’ equity as well as key financial terms used in organizations (e.g. Profit, Margins, Leverage, etc.)
• Interpret the financial health and condition of a company, division or responsibility center.
• Apply capital budgeting techniques and cost-volume-profit analysis to enhance decision making.
• Use financial information to manage and evaluate their company or department operations.

Managers

• Supervisors and analysts who prepare and/or use management budgets

• Gain knowledge of essential skills to enhance their ability to run the Finance Department.
• Manage Finance functions in an organized and professional manner.
• Determine the reporting requirements for the Finance Department.
• Become skilled at personal organization, staffing and time management.
• Apply finance policies and procedures to add value and communicate effectively with other departments.
• Use financial information to manage and evaluate their company or department operations.

• Financial managers
• Financial controllers
• Finance department heads
• Chief financial officers
• Accounting managers
• Senior finance officers
• Accountants
• Finance staff and analysts

• Define the scope, nature and responsibility of the supervision role and the challenges this role places on them.
• Effectively communicate verbally and non-verbally with others.
• Apply their role as motivators.
• Identify their teamwork style and build an effective team.
• Practice professional techniques in providing positive discipline.
• Use different skills in interpersonal problem-solving and conflict management.

• First level or prospective supervisors

• List the characteristics of the new workplace.
• Apply the skills of a senior manager and leader.
• Practice the foundations of business analysis.
• Apply the latest management concepts and techniques to their current managerial position, with particular emphasis on strategy formulation, economic analysis, marketing and sales, finance, Human Resources and organizational behavior.
• Develop and practice the specific skills required for managing successfully in a multi-cultural environment.
• Identify their own managerial strengths and improvement opportunities and develop plans for managerial success.

• All senior and middle managers (present and potential) who need to complement their technical and administrative knowledge with advanced multi-disciplinary managerial skills.

• Discover breakthrough leadership and communication techniques for driving business value and becoming more powerful leaders.
• Master best practices for influencing peers, managers, subordinates, customers and other stakeholders.
• Become more effective at handling specific challenges, from delivering unpopular news to increasing team motivation.
• Communicate confidently in any environment, from spontaneous elevator pitches to high-stakes reports and proposals.
• Make the most of today’s electronic communication tools.
• Deliver powerful messages that win hearts and minds and lead rapidly to action.

• Leaders interested in developing superior leadership and communication skills to achieve greater success at all levels of their career

• Define coaching, counseling and mentoring and describe the differences between these critical people management skills.
• Coach and/or counsel an employee using the multi-step coaching and counseling processes.
• Use coaching and counseling to help subordinates meet or exceed work targets.
• Use FACTS ? the 5 principles of effective coaching.
• Define mentoring, its main steps and requirements, and how it can be used to improve employee competence.
• Relate the role of the leader to that of a coach.

• Managers
• Supervisors
• or any one whose responsibilities require coaching, counseling and/or mentoring others with the aim of reaching stretching targets.

• Sales professionals with a minimum of one year of sales experience who want to refresh their skills and for managers who want to learn professional sales training techniques to train sales people.

• Managers
• Supervisors
• or any one whose responsibilities require coaching, counseling and/or mentoring others with the aim of reaching stretching targets.

• Analyze the various principles underlying sales management functions.
• Practice human relations skills pertaining to management of sales tea
• Demonstrate professional behavior as sales managers/supervisors with their teams.
• Apply sales competency models in interviewing, training and evaluating sales professionals.
• Manage the buyer/seller relationship and make an impact on sales productivity.
• Build a strong and competitive sales team.
• Develop an action plan to apply new skills.

• Sales managers
• Sales supervisors
• Team leaders involved in leading a sales team.

• Identify their market and its main players.
• Conduct a SWOT analysis to enable them to properly position their products/services.
• Respond to customer needs in order to adapt their selling approach to those needs.
• Provide advanced selling knowledge and skills for dealing with customer objections.
• Gain awareness of professional behavior during all phases of the sales call.
• Explain how to develop a long-term relationship and partnership with their customers.

• All senior sales representatives and professionals
• Key account sales staff
• Sales managers and supervisors.

• Reach their buyers directly, establishing a personal link with current and prospective customers.
• Access niche buyers with targeted and effective messages.
• Publish content that people want to read and that search engines reward with high rankings.
• Migrate individual marketing activities to their online marketing.
• Monitor the web for buzz about their brand.
• Use tools like blogs, and social networking to enhance their online presence.
• Do a step-by-step approach for building an online marketing strategy and an action plan to create online leadership for their organization.

• Marketing professionals
• Key account sales staff
• Sales managers and supervisors.

• Identify the framework of interdepartmental communication.
• Understand the importance and practice of excellent internal customer service.
• Take a proactive approach in simplifying the work processes and flow between work units.
• Remove interdepartmental communication barriers and resolve conflict.
• Develop a plan for enhancing organizational communication.

• Managers
• Supervisors
• Teams or business units
• and all professionals who interact with other departments

• Develop the necessary skills to become better communicators.
• Improve cross-cultural communication with others.
• Use verbal and non-verbal communication messages.
• Develop skills in listening actively and empathetically to others.
• Communicate assertively and apply effective ways to deal with conflict on the job.
• Give and receive feedback and criticism in a constructive manner.

• Employees
• Supervisors
• Managers
• and others who wish to improve their communication and interpersonal skills when dealing with different people on and off the job.

• Identify different approaches to interpersonal relationships.
• Improve organizational communication.
• Discover different personal listening styles.
• Develop skills in building rapport with others.
• Practice and use assertiveness skills in different situations.
• Assertively say No and disagree with others.
• Enhance the ability to influence different personalities.

• Employees
• Supervisors
• Senior and Middle Managers
• Who already have good communication skills and want to take them to the next level by developing advanced communication techniques and strategies

• Practice the basic techniques and skills necessary to design dynamic presentations.
• Structure and build effective presentations.
• Develop greater confidence in speaking publicly.
• Acquire the qualities of a dynamic presenter and ways for sustaining them.
• Deliver a winning presentation and interact with the audience.

• All employees and managers who need to make effective oral presentations to others.

• Develop objectives and programs to maximize customer satisfaction.
• Supervise the design, implementation and analysis of customer satisfaction surveys.
• Conduct customer segmentation exercises and create relevant strategies.
• Control the service aspect of the department through well chosen KPIs.
• Use customer complaints as a springboard for service improvement.

• Customer service managers
• Supervisors as well department managers and supervisors who are keen on improving performance by taking their customers to higher levels of satisfaction.

• Address the importance of customer service in a competitive environment.
• Practice the techniques of managing customer expectations and delighting customers.
• Agree on a strategy to recover from major setbacks and regain the loyalty of customers.
• Deliver better, faster service and increase customer satisfaction.
• Recognize the signals of customer irritation and how to respond appropriately and assist in quickly finding a workable solution to their customer’s problem.

• Customer service representatives
• Technical and Support Personnel
• Field Service Representatives
• Account Managers
• Credit and Billing Specialists