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Certified Presentations _ Public Speaking Skills


									                 In-House Training Programs


                                 11th January 2010

                              For In-House

Sheikh Zayed Road, White Crown Building, 4 Floor, Office No. 401, Tel 971 4 3325585 Fax 971 4 3325586
          PO BOX 33362 Dubai United Arab Emirates E-mail:
As per the request of Ms. Fida Al Americani, Vice President at Arab Bank
Plc. Progress Management Consultants is pleased to present this proposal
for designing and conducting the following in-house training workshop:

          1.   TOPS
          2.   Team Building
          3.   Time Management
          4.   Presentation Skills
          5.   Telephone Skills
          6.   Interviewing Skills


The main objective of the workshop will be to familiarize participants with the
latest tools and methods to apply skills acquired through the Training


   -   The suggested timing of the workshop will be from 8:00 am – 3:00 pm.
   -   The dates & duration of the workshop will be as follows:

                  Workshop Title                            Duration

                       TOPS                                  2 Days

                   Team Building                             2 Days

                 Time Management                             2 Days

                 Presentation Skills                         2 Days

                  Telephone Skills                           2 Days

                 Interviewing Skills                         3 Days


The language of the training will be in English.


Sample of the training outline is given in Appendix “A”. Topics can be added,
deleted or altered upon clients request and need.

PROGRESS relies on a variety of training and facilitation methods and
techniques. Used whenever applicable, these methods are aimed at
enhancing individual and group interaction while maximizing learning. Some
of these methods are:

        Brief presentations by the consultant.
        Group debriefs.
        Individual and team exercises, indoors and outdoors.
        Behaviour modeling and role-plays
        One-to-one and group discussions.
        Case studies, simulations and small projects.
        Video films, video taping and playback.
        Self-analysis questionnaires and learning instruments.
        Individual action plans (to follow up and evaluate training results).


For the effectiveness of the training, the number of participants per session
should not exceed (16) participants.


Progress Management Consultants will assign one or more of the expert trainers to conduct the training program.

(See Appendix “B”)


Progress will prepare and provide all the material required for the training
such as special binders and handouts. Certificates will also be issued to those
with full attendance.

      9. VENUE

The training will be held at a venue determined by Arab Bank Plc. All the
necessary facilities including a large meeting room, flip charts, LCD Data
show and overhead projector and screen as well as the coffee breaks for the
participants will be arranged by Arab Bank Plc.


The training design and customization fee (including all training materials) will
be as follows:
           Workshop Title                         Duration             Fees

     1.    TOPS                                   2 Days           USD 3,000/-

     2.    Team Building                          2 Days           USD 3,000/-

     3.    Time Management                        2 Days           USD 3,000/-

     4.    Presentation Skills                    2 Days           USD 3,000/-

     5.    Telephone Skills                        1 Day           USD 1,500/-

     6.    Interviewing Skills                    3 Days           USD 4,500/-

Progress will cover:

          Ticket for the trainer (if Required)
          Trainer’s internal transportations
          Trainer’s Visa (if Required)
          Trainer’s meals and accommodation
          Materials
          Certificates and evaluations

Arab Bank Plc will cover and provide:
       Training Venue with all necessary equipment

Payment Terms

Arab Bank Plc. agrees to remit the full amount of training fees within (7) days
of a program’s delivery.
Cancellation Policy
In case of cancellation or postponing of the program; Progress Management
Consultants will charge the full amount of the fees mentioned above.


This proposal is valid for 30 days from its issue date.

Submitted by

Aiman Qusous
General Manager

Course Objectives:

The topics to be covered will drive the message of:
   1. Think Customer
   2. Act Customer
   3. Think Quality
   4. Take Pride

Course Outline:

A) Think Customer & Act Customer

      Definition of Service and Excellence of Customer Service
      Tangibles versus Intangibles
      The Importance of Customer Service to Bank
      Anticipating customers needs and expectations
      Fulfilling and exceeding customers needs and expectations
      Communicating effectively with customer

B) Think Quality

      Definition of Quality
      Importance of quality and its effects on the business
      Effectiveness versus Efficiency – Proactive vs. Reactive
      The cost of bad quality service
      Moments of Truth, Follow-ups and Follow through
      The what versus How things should be offered
      The Customer loyalty ladder

C) Take Pride

      The PRIDE expectations of Bank
      Self Motivation and Positive Thinking
      Attitudes versus behavior
      Taking pride of making a prospect to an Ambassador
                             Team Building
Course Outline

Today’s workplaces are bursting with energy and this is the result of
high-powered teams of people working in close harmony to achieve
the companies overall objectives. Team work has become more and
more crucial in workplaces. Even at interviews you are assessed for
your ability to work in a team - over and above your experience and


This course is designed specifically for people in non –supervisory
roles. Representatives, Assistants, Coordinators and everyone who
needs to manage their daily chores while forming part of a bigger
synergy will benefit from this course.

Course Objective

     The Nature and benefits of working in teams
     How people work effectively in teams
     Team communication – your interpersonal skills at play
     The characteristics on “winning” teams
     How to guide team members through the stages of team development
     How to effectively manage team relationships and the role of
      interpersonal skills
     How to motivate team members and the team to maximize individual
      and team performance
     Building and maintaining relationships with different cultures
     How to communicate to be understood
          Active listening skills
          Understanding body language
     How to create a positive work environment
     How to solve problems creatively and make good decisions
     How to handle conflict in a team
     Developing and action plan to implement the learning in the work place
                          Time Management


All those responsible for improving business and staff performance and
getting results


By the end of this program:
Participants are empowered to achieve at their maximum potential. They
leave the program with superior sense of personal responsibility and how to:
 Recognize priorities and set valid achievable goals.
 Avoid procrastination, indecision, disorganization, stress, fatigue and fear.
 Become more productive by reordering priorities and establishing realistic

Course Outline:

The course covers the following topics:

   Introduction to Time Management Concepts
   Analyzing how you Use your Time
   How to Make Full Use of your Time
   How to Plan Effectively
   Analyzing your Job Priorities
   How and What to Delegate Effectively
   How to Cope with Common Time Wasters
   Time Management on the Telephone
   Time Management in Meetings
   Dealing with Interruptions
   Developing your Personal Action Plan
   Following Up
   Constantly Checking on your Investment in Time Management
   Recognizing the sources of your stress, fear and fatigue
   Extending your performance period
   Busting procrastination and fatigue
   Removing your fears

            Certified Presentations & Public Speaking Skills

Managers, supervisors and all staff concerned about improving their
presentation styles or professionals who wish to overcome their fear of public
speaking, will benefit from this very interactive course.


       Participants will practice the key techniques and skills necessary to
        make effective presentations.
       And they will prepare and deliver two or three presentations,
        give and receive feedback on them.
       They will be expected to develop and demonstrate greater
        confidence in speaking to a group of people.

Course Outline:
                                                  Effective Communication:
              Process and barriers.
           One-way vs. Two-way Communication.
           Verbal and Non-verbal Elements of Communication.

Planning a presentation
           Selecting a topic to present
           Researching a topic / gathering information
           Important considerations before making a presentations
                  How to overcome Stage Fear?
                  How to avoid Distractions during presentation?
                  How to Manage Time during presentations?
                  How to concentrate on "Body Language"?
                   (Self & audience's)
                  How to develop the audience's Enthusiasm to match
                  How to create Presentation Opportunities?
                  Humor - How to cultivate it.

           The Significance of Listening in the Communication Process:
           Advantages of Active Listening.
           Identifying our preferred listening approach.
           The Personal Listening Profile.

                                       Fundamentals of Public Speaking:
           Knowing the Audience.
           Preparing and Organizing the Speech.

                                  Getting Attention and Keeping Interest:
           Eye Contact, Voice, and Body Language.
           Seating Arrangements.
           Conviction and Enthusiasm.
           Visual Aids.

                                        Group Issues in Oral Presentations:
           Handling all types of Questions.
           Encouraging Constructive Participation.
           Handling difficult situations
           Handling Disruptive Behavior.

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