training for technicians, customer service executives...
TRANSCRIPT
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TRAININGFORTECHNICIANS,CUSTOMERSERVICEEXECUTIVES,SUPERVISORS&MANAGERSINTHETELECOMSINDUSTRY.
TECHNICALTRAINING
• EndtoEndPrinciplesofTelecommunications
• OverviewofMobileTechnologies
• EngineeringPrinciplesofADSL
• AnAppreciationofFibretoTheHome(FTTH)GPON
• InternetofEverythingConcepts
• CyberRiskandCyberDefence
• SubmarineCableSystemswithIPLCandIPTransitServices
CUSTOMERSERVICETRAINING
• CustomerServiceExcellence-TheFundamentals
• ManagingCustomerExpectationsinAConnectedWorld
• CustomerRetention
• ChangingWorldofCustomerCommunicationsExcellence
• ProactiveCustomerDifferentiation
• ManagingProblemCustomers
• DevelopingYourWorldClassCustomerServiceTeams
SUPERVISORYANDMANAGEMENTTRAINING
• EssentialSupervisoryandLeadershipSkills
• GettingResultsfromYourTeam
• ManagingChange
• ProblemSolving,ThinkingandDecisionMaking
• BuildingCreativityintoManagementThinking
• PeopleManagementSkillsforSupervisorsandFirstLineManagers
• AdvancedBusinessCommunications
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TECHNICALTRAINING
ENDTOENDPRINCIPLESOFTELECOMMUNICATIONS
Thebirth,growth,transformation&futureofTelecommunicationsisafascinatingtopic.SinceAlexanderGrahamBell’samazingtelephonybreakthroughin1877,ourworldhasbeentransformedbyaseriesofengineeringtriumphswhichhasenhancedpersonal,businessandsocietywellbeingonplanetearth.Inthelast40yearsorso,theevolutionandgrowthofthemobilephoneplusthecreationandlaunchoftheInternethavebeenthetwolatestindustryphenomenatofascinate.
Thisthree(3)daycourseprovidesattendeeswithanend-to-endappreciationofthekeyengineeringbuildingblocksofourTelecommunicationsnetworksandsystemsandhowtheyhaveevolvedandimprovedtokeeppacewiththeincreasingandwiderrangingdemandsofconsumersandenterprisesalike.
Itexploresthecomplexitiesoftoday’sTelecommunicationssystemsandservices,beforetakingaglimpseatthefuturedirectionoftheindustryandwhatweshouldexpectoftheforthcominglandscape,includingthenextremarkableepisodeintheHistoryofTelecommunications–TheInternetofEverything.
OVERVIEWOFMOBILETECHNOLOGIES
Thistwo(2)dayoverviewcourseisdesignedtogiveattendeesaninsightintothephenomenalevolutionandgrowthoftheMobilePhoneindustryoverthelast40yearsorso.
MotorolalaunchedthefirstMobilePhonein1973andtodaythereare7.4bnMobilesubscriptionsintheworld–morethantheworld’spopulation.
ThisamazinggrowthissettocontinuewithStatistaforecastingafigureofalmost9bnbytheyear2020.
OverviewofMobileTechnologiesisaninformativeandwell-structuredcoursewhichexamineseachofthe2G,3Gand4GTechnologiesinturnbeforeconsideringhowMobileNetworks,SystemsandTerminalsareevolvingandchangingoncemore.
Finally,itconsidersthekeyrolethat5GTechnologywillplayinthenextglobalphenomenon–the‘InternetofThings’leadingtotherealizationofthe‘Hyper-ConnectedSociety’.
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ENGINEERINGPRINCIPLESOFADSL
58%oftoday’sfixedBroadbandconnectionsareeffectedusingDigitalSubscriberLine(DSL)technologyanditstillhasamajorparttoplayintheexpansionoftheInternet(notleastindevelopingInternetcountries).
DSLconnectionsutilizetheexpansivecopperaccessnetworkallowingoperatorstoofferaquickandinexpensivemethodoffixedconnectiontotheInternet.
OfalltheDSLvariants,ADSLisbyfarthemostcommonlyinstalledoptionforresidentialandSMEconnectionsaroundtheglobe
Thisinformativetwo(2)dayclassroomtrainingeventisdesignedtogiveattendeesanend-to-endperspectiveofhowADSLtechnologyworksandconsidersitscapabilitiesandlimitations.
Finally,attendeesaregivenaglimpseofthefutureastrendsandforecastsofADSLandotherAccesstechnologiesareconsidered.
ANOVERVIEWOFFIBRETOTHEHOME(FTTH)GPON
Thisaninstructor-ledtwo(2)dayclassroomtrainingcourse,whichgivesattendeesaninsightintoNextGenerationAccessNetwork(NGAN)Technologies–inparticular,FTTHGPON.
Havingreviewedtraditionalfixedaccessbroadbandoptions(e.g.DSL,Cable,PowerLineandSatellite)andtheirperformancelimitations,thecourseinvestigatesthekeydriversthatareresultinginhugeinvestmentbyOperatorstobuildFiberOptictechnologyinthe‘localloop’.
ThefascinatingconceptsofFiberopticaldigital-lighttransmissionareexplainedandthephenomenalgrowthoftheInternetisdiscussed.
Finally,attendeesarepresentedwiththecoreelementsofFTTHGPONdesign,architectureandoperationalchallengesbeforeresearchingwhatnewandfuturisticservicestheInternetwilldeliveroverFTTX/FTTHconnections.
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INTERNETOFEVERYTHINGCONCEPTSTheInternethasalreadyrevolutionizedthecomputerandtelecommunicationsworldlikenothingbefore.
Theinventionofthetelegraph,telephone,radioandcomputersetthestageforthisunprecedentedintegrationofcapabilitiesandtodaywepossessaworld-widebroadcastingcapability,amechanismforinformationdisseminationandamediumforcollaborationandinteractionbetweenindividualsandtheircomputingdeviceswithoutregardforgeographicallocation.
The‘InternetofEverything’istheconceptthatdescribeshowfutureinternetconnectionswillNOTberestrictedtothesecomputingdevices.
Wearealreadystartingtowitnesstheimpactofthecreationofa‘connectedworld’–wherebypeople,animalsandobjectsareconnectedtotheinternet.Therapidgrowthofwearables,connectedhomeappliances,medicalandfitnessmonitoringaresomeearlyexamplesofthisphenomenon.
Thistwo(2)dayoverviewCoursegivesattendeesaninsightintothischangingworldandhowthisdisruptivetechnologyissettoharnessintelligence,drivebusinessefficiencies,improvesafetyandoperationsanddeliverunprecedentedlevelsofcustomersatisfaction.
CYBERRISKANDCYBERDEFENCEThecourseisdesignedtogiveexperiencedtelecomsandcomputernetworkprofessionalsadditionalspecialistcybersecurityskills,allowingthemtofocusonhowendtoendnetworkprotectionisoptimised.Forexecutiveswithoutabackgroundinnetworking,whoaretaskedwithprotectingtheircompanyagainstcyber-attacks,thecourseprovidesanappreciationofnetworkvulnerabilitiesusedbyhackers,andthe techniquesusedtothwartthem.Internetuserswillgainvaluableinsightsonhowtokeepthemselvesprotectedandtopreventexposuretovulnerablenetwork.
Features include: Describe the strengths and weaknesses of defence mechanisms which aredeployed by end users, network administrators, and network operators to overcome securitythreats.
Appreciate the evolution of the technology involved in cybersecurity, including concepts such asencryption, firewalls, layering, redundancy, identity and authentication. Appreciate the increasingimportanceofcybersecurityininternetbasedproducts,particularlyarisingfromthegrowthincloudcomputing.Developawargamingapproachtotestingthesecurityofnetworks
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SUBMARINECABLESYSTEMSWITHIPLCANDIPTRANSITSERVICES
ThecoursehasbeendesignedtobridgetheknowledgegapsthatmayexistinTelecommunicationsprofessionalsworkingonsystemsandinterfacessuchasSDH,GigabitEthernet,ODNetc.andnon-Telecommunicationsprofessionals(e.g.Financeexperts,ProductcostingandProductdevelopmentprofessionals)workinginrelatedindustries.
ItwillalsobebeneficialforMarketingprofessionalswhowishtounderstandboththeTechnicalandCommercialaspectsofsubmarinecablesandtheirproducts,alongwithtrafficandcostingtrendsgloballyandregionally.
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CUSTOMERSERVICETRAINING
CUSTOMERSERVICEEXCELLENCE–THEFUNDAMENTALSThisisa2-dayinstructor-ledtrainingeventinvolvingpresentations,interactivesessions,quizzes,multi-mediaclips,practicalworkshopsandcaseScenarios.
ThecourseisdesignedtogiveparticipantsanopportunitytodeveloptheirunderstandingofthefundamentalsofCustomerServiceexcellence–andcanbeappliedto–orcustomizedfor-anyindustry,asrequired.
Therearepracticalaspectstothetraining–includingworkshopswhichallowparticipantstotrialtheirnewCustomerServicetheories-butinthesafetyoftheclassroomenvironment.
ThecoursethenconsiderstheimpacttheInternethasbeenhavingonCustomerServiceandlooksattheopportunitiespresentedbythe‘InternetofEverything’.
Featuresinclude:AppreciatethefundamentalprinciplesofCustomerService
UnderstandthereasonswhyCustomerServicehasbeensub-standardinthepast
RecognizethefactorswhicharedrivingCustomerServiceExcellenceintoday’sforward-thinkingOrganizations.RealizetheimpactoftheInternetonCustomerService
MANAGINGCUSTOMEREXPECTATIONSINACONNECTEDWORLD
Thisisa2-dayinstructor-ledclassroomtrainingeventwhichinvolvespresentations,quizzes,interactivesessions,embeddedmulti-mediaclips,practicalworkshopsplusCaseStudies.
Thecourseisdesignedtogiveparticipantsanopportunitytodevelopandimprovetheirunderstandingoftheprinciplesofcustomerserviceexcellence–especiallyasitappliestotheevolvingTelecomsIndustry.
Therearepracticalaspectstothetraining–including4workshopswhichallowparticipantstotrialtheirnewlearningbutinthesafetyoftheclassroomenvironment.
Thecoursethenconsidersthefuture–bothintermsoftheevolvingTelecommunicationslandscapeaswellasexpectedfuturedevelopmentsinCustomerServiceitself.
Featuresinclude:Understandthemeaningofexceptionalcustomerserviceandhowtheexpectationsofbetter-informedcustomersarechanging.Appreciatetherapidlyevolvingtelecomslandscapeandhowcustomerserviceisabouttobeakeydifferentiatorinthenearfuture.
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CUSTOMERRETENTION
Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesontheneedtomanageandretaincustomersinaneverevolvingworldofcompetitionandtechnologychanges.
Thecourseidentifieswhyweneedtoempathiseandfullyunderstandthemoderndaycustomerandalsounderstandtheunderlyingcauseswhycustomersleaveforacompetitor.
Thereareopportunitiestolearntechniquesinhowtobettermanagecustomersandutiliseskillstoenhancecustomersatisfactionwhichultimatelyresultsinimprovedcustomerretention.
Thecourseisoneofanumberof‘mixandmatch’one-daytrainingeventswhichcanbeattendedseparatelyorinthegroupingofyourchoice.
Featuresinclude:Whatis‘CustomerRetention’andwhydoweneedit?CustomerRetentionmodel,Customersegmentsandfocus,whycustomersleave,customersatisfaction,customerexperience,customerloyaltyladder,theWOWfactor,MYcustomer,howSloppyservicecanbecome‘viral’,ServiceLevelAgreements,measuringcustomersatisfaction,customerretentionandtheinternet,brilliantcustomerservice.
CHANGINGWORLDOFCUSTOMERCOMMUNICATIONSEXCELLENCE
Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesontheneedtodelivercommunicationsexcellencewithallcustomersegmentswithinyourbusiness.
Itidentifiesandexplainsthecommunicationsjourneyintotoday’sinteractiveworldandthetechnologydriversbehindthechange.
Participantswillhavetheopportunitytolearnandpracticenewskillsinasupportiveenvironmentwhichcanthenbeappliedtoenhancebothcustomersatisfactionandultimatelycustomerretention.
Featuresinclude:Whatiscustomercommunication?customercommunicationsmodel,communicationstyles,managingcustomertouchpoints,thecustomercommunicationsjourney,customercommunications–hownottodoit,driversforchange,TheInternetofEverything.
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PROACTIVECUSTOMERDIFFERENTIATION
Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesontheneedtoproactivelydifferentiatewithinallcustomersegmentsofyourbusiness.
Itexplainsthedifferentcustomertypes,theirdifferingneedsandthebenefitsofbeingabletotreateachsegmentinanappropriatemanner.
Participantswillbenefitfrombeingabletoidentifytherangeofcustomersegmentsthenapplytheappropriatetools&techniquestoachievebothbusinessandcustomerobjectives.
Thecourseisoneofanumberof‘mixandmatch’one-daytrainingeventswhichcanbeattendedseparatelyorinthegroupingofyourchoice.
Featuresinclude:WhatisaCustomer?Customertypes,customerneedsandexpectations,thebenefitsofknowingyourcustomers,toolkitformanagingyourcustomersegments,timemanagementtoolsandtechniques,CustomerRelationshipManagement(CRM).
MANAGINGPROBLEMCUSTOMERS
Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandprovidesspecifictoolsandtechniquesforidentifyinganddealingwithproblemcustomers.
Itwillshowthatbyacceptingandembracingthesecustomersinacourteousandprofessionalmannerthatbusinessoutcomescanbeachievedtothesatisfactionofbothparties.
Participantswillbeabletodevelopandpracticetheskillstosupportanybusinesschangerequiredtomanagethiscustomertype.
Thecourseisoneofanumberof‘mixandmatch’one-daytrainingeventswhichcanbeattendedseparatelyorinthegroupingofyourchoice.
Featuresinclude:WhydocustomersbecomeProblemCustomers?Specialisedpeopleskillsandteams,customerretentionandchurn,managingproblemcustomers,managingpersonalstress,proactiveidentificationandmanagement,theInternetandcustomerexpectations,theempatheticapproach.
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DEVELOPINGYOURWORLDCLASSCUSTOMERSERVICETEAMS
Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesonWorldClassCustomerService–inparticularthecharacteristicsofaWorldClassTeam.
Itexplainstherequirements,skills,behavioursandcompetencesrequiredtobuildaworldclassCSteam.Teammembers,supervisorsandmanagersarecoveredasspecificgroups.
Participantswillbeabletounderstand,developandimplementappropriateskillsetsaspartofthedevelopmentprocess.
Thecourseisoneofanumberof‘mixandmatch’one-daytrainingeventswhichcanbeattendedseparatelyorinthegroupingofyourchoice.
Featuresinclude:CustomerServicereality,expectations&excellence,roleofaworldclassteammember,howtocreate&developaworldclassteam,talentmanagementlife-cycle,supervisoryskillsets,developingenvironmentforsuccess,measurementsuiteoptions.
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SUPERVISORYANDMANAGEMENTTRAINING
ESSENTIALSUPERVISORYANDLEADERSHIPSKILLS
This2-daycourseprovidesessentialteamleadershipskillstothosewhoarenewtoplayingtheroleofaTeamLeaderorSupervisororinlinetobeone.
Leadershipisoftendifficultforteammemberswhohavejuststeppedintotherole,sothisprogrammeaimstodevelopandimproveleadershipskillsinordertoenhanceeffectivenesswithintheteamandorganisation.
Howtobuildacohesiveresults-orientedteamfromagroupofdiverseindividualmembers.
Motivationaltechniquesthatinspireteammemberstowanttoperformattheirpeak
Featuresinclude:Understandthe‘tool-box’ofskillsyourequiretobeasuccessfulTeamLeader/Supervisor.Putthesenewskillsintopractice–tothebenefitofyou,yourteamandyourorganization.
GETTINGRESULTSFROMYOURTEAM
Whatdothegreatteamsdothattheothersfailtodo?Howdoteamleadersbuildtheirteamstobeself-reliant,motivatedandproductive?
Thishighly-interactive3-daycoursewilldemonstratehowtoleadyourteamtoachievemorethaneitheryouoryourteammembersthoughtpossible.
Itwillteachyoutheskillsandtechniquestoenableyoutofeelmoreincontrolofyourteam.Youwillalsoapplytechniquesthathelpteammembersreleasetheirtalents,energy&potential.
Thecoursewillexaminethelatestwaystomotivateandmanageteamsforimprovedproductivityandmoraleandhelpyoubecomethekindofteamleaderthatothersintheorganisationaspiretobe.
Featuresinclude:Understandtheprosandconsofyourteamleadershipstyle;breakthroughself-limitingbeliefsaboutpersonalandteamachievement;harnessthepowerofrolemodellinginimprovingyourteam’soutput;developteamidentity,behaviourandculturetomakesuretheybecomeself-driven;deploythelessonsofmotivationaltheoryandlearnfromcasestudiesofhighperformingandself-organisingteams.
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MANAGINGCHANGE
Whydosomanychangeinitiativescreateemployeedisengagement,disillusionandrecriminations?
This3-daycoursewilluseastructuredapproachtohelpyouunderstandthenatureofindividualandorganisationalchange.Itwillcentreonyourroleasaleaderofchange–whatinterventionstomakeatwhatstagetooptimisethechancesthatthechangeswillbeunderstoodandactedupon.
Featuresinclude:Understandhowyoupersonallydealwithchangeandwhatthatmeansforhowyoumanageit;learnarangeofmodelstoexplainandpredictreactionstochange;takethelessonsfromcasestudiesoforganisationalchangesuccessandfailure;recognisethetell-talewarningsignsoffailureandhowtodealwiththem;buildpersonalresilienceasaleaderofchange.
PROBLEMSOLVING,THINKINGANDDECISIONMAKING
Whydosomeproblemsseemsoinsoluble?Whydosomepeopleget“stuck”inthewaytheythinkaboutissues?
This5-daycoursewillhelpyouunderstandhowtothinkclearlyandcreatively,solveproblemsandmakedecisionsforyourselfandfosteritinothers.
Itwillshowyouhowtodeveloptheseskillsinyourorganisationandgiveyoutheconfidencetobeboldandexcitinginthewayyousupportivelychallengeunproductivewaysofapproachingproblemsandlengthydecisionmakingprocesses.Finally,youwillbecomebetterequippedtomanageyourworkloadanddaytodaychallengesbyapplyingtheseconceptsandskills.
Featuresinclude:Findingsfromneuroscienceonhowyourbrainthinks,creates,thinksanddecides;howpeoplethinkindifferentwaysandhowtousethediversityofthinkinginateam;waystoovercomeweaknessesinyourcurrentthinking;developdeeplisteningandquestioningskillstogettotherootsofaproblem;applyarangeofmodelsandtechniquestoanalysecomplexsituations;characteriseclientandcustomerneedsthroughtheirwayofthinkingandformulatecreativesolutionsbasedon“pain”resolution.
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BUILDINGCREATIVITYINTOMANAGEMENTTHINKING
This2-daycoursewilldeveloptheskillsofcreativethinkinginyourselfandhowtoapplyitinhowyoumanageothers.Itwillbringfreshapproachestothewaysyoudealwithissuesandopportunities.Thecoursewillequipyouwithtoolsandtechniquesofthinkingandcreativityandthesewillbecomplementedbycleardecision-makingtoolsandprocesses.
Finally,youwillbecomebetterequippedtomanageyourworkloadbyapplyingcreativethinkingtoitandpositivelyembracethechallengeofchange.
Featuresinclude:learnthelessonsofsuccessfulcompaniesthatintroducedradicalideastodisruptthemarket;discoverhowyourbraincreatesideasandhowtoaccessthepartsthataremorecreative;overcomeweaknessesinyourcurrentwaysofthinkingandcreating;applymodelstogiveyouaconsciousframeworkforthinking;deployspecificcreativitytechniquestohelpyoudevelopbreakthroughthinking;setupsystemsforcreativethinkinginyourorganisation.
PEOPLEMANAGEMENTSKILLSFORSUPERVISORSANDFIRSTLINEMANAGERS
Doyouworryaboutmakingthetransitionfromanoperationalroletoasupervisoryorfirst-linemanagementone?Doyoufearthatyoucurrentlyjustdon’tpossesstheskillsandpresencetocommandtherespectofateam?
This4-daycoursewillhelpyouunderstandandpracticethebehaviouralskillstosuperviseandmanagepeopleandtheirperformance.Itwillhelpyoutomakeanearlyimpactortore-buildyourreputationandcommandrespectandloyaltyifyouarefindingteamsupervisionandmanagementdifficult.
Itwillequipyouwithtechniquesofperformancestandardandobjectivesettingasafoundation.Itwillthentrainyouinamethodofmanagementthathelpsyoudecidethelevelsofinterventionneededtogetyourpeopleperformingtotheiroptimum.Youwilllearnhowtodealassertivelywithconflicttoturnaroundperformance.Atthesametime,youwilllearnhowtoactivelypraisepeopletotaketheirperformancetohigherlevelsanddevelopthemaspeople.
Featuresinclude:Assertyourselfasamanagerorsupervisor;positivelyaffecttheperformanceofyourpeople;deploytechniquesofperformancethatactuallywork–outcomes-basedobjectivesetting,powerfulfeedbacktechniquesandbalancedappraisal;communicatewithclarity;dealmorecomfortablywiththechallengingemployees–under-performersand“over-performers”;manageyourowntime,activityandemotionallevels.
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ADVANCEDBUSINESSCOMMUNICATION
Thiscourseisforpeoplewhoneedtocommunicatemoreeffectivelyatwork–bothinwritingandverbally.The3-dayeventsetsoutbestpracticeinwrittenandspokenbusinessEnglishandwillprovidetoolsandtechniquesforfurtherimprovement.
Featuresinclude:Writecoherentandcohesivebusinesscommunicationsincludinghowtocommunicatewiththeaudienceinmind,buildaclearstructure,avoidtypicalgrammar,
spellingandpunctuationtraps,developcrispsummariesandinfluentialrecommendations;expressyourselfclearlyin
presentationsbybuildingyourcredibility,gainaudienceattentionthroughstructure,arrestingvisualsandacompellingcalltoaction;persuadeandinfluenceothersbyrapportbuildingtechniques,deeplisteningandquestioningskills.