Leadership Training
Learning Objectives:
Team development skills need to be learned
Working
Groups are different and distinct from Teams
Groups experience natural growth processes and challenges
The style of the leader will influence the groups growth
and development
Client Goals:
Leadership Development
Enhanced work productivity
Embracing Change Management Tools
Learning Module I:
Group Dynamics
Educational and experiential teaching focused on the essentials
of productive teams with a specific emphasis on Trust and Structure.
Motivating People
Experiential learning in how different personality styles communicate
and are motivated. This study includes a brief overview of personality
studies and neurolinguistic programming (NLP).
Coaching Skills
Using the motivational and facilitation skills training to develop
your groups and employees to their true potential. This module includes
using SWOT analysis and moving towards facilitated versus directed
learning.
Learning Module II:
Presentation Skills
Presentation design and practice, including the understanding of
developing an emotional response from your audience and overcoming
your personal public speaking fears.
Negotiations Skills
Win/Win negotiation skills training focused on understanding needs,
boundaries, and the effect of communication styles and deadlines
on negotiated outcomes.
Facilitation Skills
Practice, practice, practice in facilitation skills to mine the
incredible effects of brainstorming, and of actively listening to
your customers and employees for forward-thinking ideas to boost
productivity, competitiveness, and new products/services.
Teambuilding for Organizational Effectiveness
Learning Objectives:
Team decisions are often better than individual decisions
Successful teamwork requires great listening skills and open
participation
Meeting codes of conduct can provide the structure for open
communication
Feedback is an important aspect of group effectiveness
Client Goals:
Employee Empowerment
Developing Self-Directed Work Teams
Embracing Change Management Tools
Leadership Development
Learning Module I:
Teambuilding Experiences
Specifically designed role plays, survival exercises and games that
illustrate the loss of valuable data and input when decisionmaking
and input is not fully shared within a group.
Brainstorming Methods
Innovation techniques to gather as much input and energy as possible
which will stimulate creative "out of the box" thinking.
Running Effective Meetings
An exploration process that illustrates the successes and failures
of many business meetings and coaches participants on developing
meeting codes of conduct.
Learning Module II:
Communications Training
Exercises in listening, eliciting feedback and inquiry to illustrate
the necessity of attentive listening. This module includes an element
of developing self-knowledge concerning your own listening style.
Decisionmaking Processes
Practice in inclusive decision-making and an exploration of directive
versus consensus decision-making. Different methods are practiced
and examined.
Conflict Resolution
Constructive feedback practices and listening skills create a tool
for resolving roadblocks typical to many working groups.
Strategic Innovation Training
Learning Objectives:
Learn powerful methodologies for anticipating future challenges
Generate new ideas and solutions
Deliver advanced techniques for insight into customer needs
Learn tools for "deep dive" into business opportunities
and prototypes
Client Goals:
Anticipate future challenges and opportunities
Develop leading-edge new products, services and cost-savings
Generate alignment and vision in groups
Propagate techniques for strategic innovation
Learning Module I:
Scenario Planning
Using group visioning to explore future challenges and opportunities;
generating strategy and robust action plans to navigate through
these challenges.
Appreciative Inquiry
A new method of visioning, empowering all levels of the organization
to think positively about capabilities and act on them to forge
new directions.
Business Case Presentations
Using prototypes for new business opportunities to generate mock
presentations which produce leadership buy-in and structure for
viable business plans.
Learning Module II:
Ethnography
Observational research into the unarticulated needs of the customer,
discovering exciting new opportunities for innovations, products
and services.
Customer Insight
Exercises which take market research and ethnography to a new level
of understanding, by putting a tangible human face on the subject.
Rapid Prototyping
Using the methods of product design to generate a multitude of ideas
and swiftly synthesize team output into real-life prototypes of
valuable new products and services.
Customer Service Training
At Clarity Concepts we train Customer Service Representatives (CSRs)
in Outside-In Thinking: looking at your service offerings through
the customers eyes, from the outside in, becomes a highly
effective and sustainable competitive advantage. Many industry players,
such as those in the technology and financial services, have enduring
cultures of "inside-out:" firms develop products and services
based on what they, the "insiders," think the public wants.
But successful innovators in these fields will adopt a strong customer-focused
culture. Clarity Concepts trains front-line reps and supervisors
in how to effectively listen to the customers needs, and how
to creatively treat the needthus generating additional service
opportunities and positive word of mouth.
Learning Modules
Competing on Value not Price
Positive Word of Mouth
The Outside-In Thinking method
Emotionally Intelligent Customer Service
Turning Customer Complaints into Opportunity
Benefits
Reps who complete our training improve these abilities:
Leadership and supervisory skills
Tactical skill in handling complaints
Recognizing hidden service opportunities
Training coworkers in effective service
Not only does our Customer Service Training develop effective CSRs,
it yields effective new ideas and techniques specific to your business
generated by the reps themselves. This is an illustration
of how we deliver tangible value through
training.
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