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In-House Training Programs FOR 11th January 2010 Proposal For In-House Training th 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: email@example.com www.promc.com 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 1. COURSE OBJECTIVES The main objective of the workshop will be to familiarize participants with the latest tools and methods to apply skills acquired through the Training Workshop. 2. DURATION, TIMING AND DATES - 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 3. LANGUAGE The language of the training will be in English. 4. COURSE OUTLINES Sample of the training outline is given in Appendix “A”. Topics can be added, deleted or altered upon clients request and need. 5. METHODOLOGY OF THE TRAINING 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). 6. NO. OF PARTICIPANTS For the effectiveness of the training, the number of participants per session should not exceed (16) participants. 7. INSTRUCTOR Progress Management Consultants will assign one or more of the expert trainers to conduct the training program. (See Appendix “B”) 8. TRAINING MATERIAL 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. 10. TRAINING FEES 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. Validity This proposal is valid for 30 days from its issue date. Submitted by Aiman Qusous General Manager APPENDIX: A TOPS 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 qualifications. Audience 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 Audience: All those responsible for improving business and staff performance and getting results Objectives: 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 deadlines. 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 Audience: 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. Objectives: 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 yours? 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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