In-House Training Programs
11th January 2010
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
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:
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
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
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.
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.
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.
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
Certificates and evaluations
Arab Bank Plc will cover and provide:
Training Venue with all necessary equipment
Arab Bank Plc. agrees to remit the full amount of training fees within (7) days
of a program’s delivery.
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.
The topics to be covered will drive the message of:
1. Think Customer
2. Act Customer
3. Think Quality
4. Take Pride
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
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.
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
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
All those responsible for improving business and staff performance and
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
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
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.
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.
Conviction and Enthusiasm.
Group Issues in Oral Presentations:
Handling all types of Questions.
Encouraging Constructive Participation.
Handling difficult situations
Handling Disruptive Behavior.