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					COURSE CATALOGUE
      2009
Foreword

Dear Esteemed Customer!

Organizational Capacity Development JSC (OCD) is active since April 2003 in management
training and consultancy for organizations and businesses in Vietnam. To date, OCD has
designed and implemented various programs with high practicability and professionalism for
organizations involving in different business areas. Training courses and consulting
assignments implemented by OCD are usually generated from the needs for solving specific
issues by client organizations.

This Course Catalogue includes outlines of courses that OCD had conducted for its clients
most recently. The brochure presents a general picture of generic courses that OCD provides to
clients. OCD always customizes topics of courses to fit the needs of specific organizations.

This brochure is divided into 3 parts:

   -   Part A includes courses related to the development of personal skills and performance
       effectiveness of managers such as self-management, time management, communication
       and coaching skills, etc.

   -   Part B includes courses focusing on management of internal aspects of an organization
       such as human resource management, quality management, change management, etc.

   -   Part C includes course related to the knowledge and skills in managing the external
       environment of an organization such as marketing management, strategic management,
       customer relationship management, etc

For more detailed information on courses please contact:

   Organizational Capacity Development JSC (OCD)
   # 601, Tower A, Licogi 13 Building, Khuat Duy Tien, Thanh Xuan, Ha noi
   Tel: (04) 35537796/7/8 Fax: (04) 35537795
   Email: ocd@ocd.com.vn; tvkhanh@ocd.com.vn
   Website: www.ocd.com.vn


Sincerely,

Dr. Tang Van Khanh
Director




                                         - 2/31 -
                                         Table of Content

PART A: COURSES ON DEVELOPING PERSONAL SOFT SKILLS ................................................ 5
   A - 1. Self management skills .................................................................................................. 5
   A - 2. Leadership and Management skills ............................................................................... 5
   A - 3. Time management skills ................................................................................................ 6
   A - 4. Problem solving skills.................................................................................................... 6
   A - 5. Overall and Systems thinking skills .............................................................................. 7
   A - 6. Conflict solving skills .................................................................................................... 7
   A - 7. Meeting chairing and facilitation skills ......................................................................... 8
   A - 8. Communication skills .................................................................................................... 8
   A - 9. Presentation skills .......................................................................................................... 9
   A - 10. Negotiation skills ......................................................................................................... 9
   A - 11. Supervisory skills....................................................................................................... 10
   A - 12. Coaching skills........................................................................................................... 10
   A - 13. Delegation skills ........................................................................................................ 11
   A - 14. Business communication skills .................................................................................. 11
   A - 15. Office management skills .......................................................................................... 12
   A - 16. Report writing skills .................................................................................................. 12
   A - 17. Customer care ............................................................................................................ 13
   A - 18. Professional Customer service ................................................................................... 13
   A - 19. Professional consulting skills .................................................................................... 14
   A - 20. Customer communication skills ................................................................................ 14
   A - 21. Training of Trainers ................................................................................................... 15
   A - 22. Building effective teams ............................................................................................ 16
PART B: COURSES ON MANAGING INTERNAL ORGANIZATIONAL ASPECTS .................... 17
   B - 1. Change management .................................................................................................... 17
   B - 2. Improving Capacity for the Board of management ..................................................... 17
   B - 3. Developing organizational culture ............................................................................... 18
   B - 4. Organizational knowledge management ...................................................................... 18
   B - 5. Developing effective organizational structures ........................................................... 19
   B - 6. Information system management ................................................................................. 19
   B - 7. Organizational analysis and development ................................................................... 20
   B - 8. Total quality management........................................................................................... 20
   B - 9. Human resources management .................................................................................... 21
   B - 10 . Job analysis ............................................................................................................... 21
   B - 11. Human resource recruitment ...................................................................................... 22
   B - 12. Implementing strategy and managing performance using balanced scorecard
   approach ................................................................................................................................. 22
   B - 13. Performance appraisal ................................................................................................ 23
   B - 14. Building an effective compensation system .............................................................. 23
   B - 15. Human Resources Training and development ........................................................... 24
   B - 16. Building an effective working environment .............................................................. 24
   B - 17. Project management ................................................................................................... 25
PART C: COURSES ON MANAGING EXTERNAL ENVIRONMENT AND STRATEGIC
MANAGEMENT ........................................................................................................................................ 26
   C - 1. Strategic management .................................................................................................. 26
   C - 2. Business planning ........................................................................................................ 27
   C - 3. Marketing fundamentals .............................................................................................. 27
   C - 4. Brand management ...................................................................................................... 28
   C - 5. Market research ............................................................................................................ 28
                                                              - 3/31 -
C - 6. Market pricing strategy ................................................................................................ 29
C - 7. Developing and managing distribution channels ......................................................... 29
C - 8. Product promotion and advertising .............................................................................. 30
C - 9. Business to business marketing (B2B marketing) ....................................................... 30
C - 10. Customer psychology................................................................................................. 31
C - 11. Customer relationship management (CRM) .............................................................. 31




                                                      - 4/31 -
                    PART A: COURSES ON DEVELOPING
                            PERSONAL SOFT SKILLS

                       A - 1. SELF MANAGEMENT SKILLS
Objectives
After this course, participants will be able to:
   • Assess and understand his/her personal values as well as personal inclinations to
       understand one‟s own strengths and weaknesses
   • Practice and develop personal plan management skill
   • Practice and develop stress management skill

Target audience
      Managers of all level, supervisors, team leaders in the organization

Main topics
  • Concepts of self assessment
  • Self evaluation of personal characteristics models
  • Positive and proactive thinking
  • Stress and pressure management
  • Personal plan
  • Self changes

Course duration
      2-5 days or depends on the needs of participants

              A - 2. LEADERSHIP AND MANAGEMENT SKILLS
Objectives
Overall objective of the course is to improve leadership capacity for managers. Specific
objectives of the course include:
        • Differentiate between traditional management and new leadership thinking
        • Develop strategic thinking and visions for manager
        • Develop communication skill and motivation skills for managers

Target audience
        Managers of all levels in the organization especially for anyone who wants to improve
their leadership skill

Main topics
   1. The need to develop leadership thinking in today‟s business context
   2. Differences of management and leadership
   3. Viewpoints and habits of effective managers
   4. Development of vision and strategic thinking
   5. Skills of effective leaders: relationship management skills, communication skill,
       conflict solving skills and motivation skills

Course duration
      2-5 days or depends on the needs of participants




                                         - 5/31 -
                       A - 3. TIME MANAGEMENT SKILLS

Objectives
After this course, participants will be able to:
   • Apply time management tools
   • Apply planning tools and organize works corresponding to schedule
   • Integrate time management skills with human resources management

Target audience
      Managers of all levels in the organization

Main topics
  • Tools and principles in time management
  • Concepts of self management, objectives management and time management
  • Time management methodology using working schedule
  • Team work planning methods
  • Managing time to complete task

Course duration
      2-3 days or depends on the needs of participants




                        A - 4. PROBLEM SOLVING SKILLS
Objectives
After this course, participants will be able to:
   • Practice problem solving skills in a systematic and professional way
   • Develop methodologies to solve problems creatively
   • Apply problem solving principles into solving real situation in the organization.

Target audience
      Managers of all level, supervisors, team leaders in the organization

Main topics
  • Personal styles in problem solving
  • Systems and overall characteristics of problem solving
  • Problem identification and clarification skills
  • Creativity in finding solutions for a problem
  • Implementing solutions
  • Problem solving in team

Course duration
      2-5 days or subject to the needs of participants.




                                         - 6/31 -
            A - 5. OVERALL AND SYSTEMS THINKING SKILLS
Objectives
This course will help managers to understand and deal with issues systematically in a broader
sense. Specifically, after this course, participants will be able to:
       o Realize obstacles to the overall & systems thinking
       o Analyse case studies of typical one-sided thinking
       o Clarify means to develop and apply systems thinking skills

Target audience
Managers of all levels in the organization especially high and middle level managers

Main topics
   1. The need to develop overall and systems thinking
   2. Obstacles to systems thinking in an organization
   3. Typical non-systems thinking cases
   4. Methods to develop overall and systems thinking of the manager
   5. Methods to overcome obstacles in applying systems thinking

Course duration
      2-5 days or depends on the needs of participants



                       A - 6. CONFLICT SOLVING SKILLS
Objectives
After this course, participants will be able to:
   • Find out the nature, root cause and impact of conflict in an organization
   • Assess self inclination in solving conflict
   • Demonstrate flexibility and effectiveness in solving conflict & managing relationships

Target audience
      Managers of all level, supervisors, team leaders in the organization

Main topics
   • Conflict and competition within a team and between teams
   • Specify root causes of conflict
   • Assess and diagnose differences in conflict solving styles
   • Conflict solving strategies
   • Strategies in handling other‟s anger

Course duration
      2-5 days or depends on the needs of participants




                                         - 7/31 -
        A - 7. MEETING CHAIRING AND FACILITATION SKILLS
Objectives
After this course, participants will be able to:
   • Describe how to prepare and organize a meeting
   • Practice and develop meeting chairing and discussions facilitation skills
   • Practice and develop summarizing and concluding skills

Target audience
      Managers of all level, supervisors, team leaders in the organization

Main topics
  • Prepare and organize a meeting
  • Chairman and participants‟ roles
  • Discussion facilitation skills
  • Summarizing and concluding skills
  • Dealing with difficult cases in meetings

Course duration
      2-5 days or depends on the needs of participants.




                        A - 8. COMMUNICATION SKILLS

Objectives
After the course, participants are able to
   - Describe the nature of communication process as well as factors influencing the process
   - Apply communication principles for developing good relationship with the receiver.
   - Develop communication methods to fit their own characteristics as well as the
        receiver‟s communication styles.
   - Practice communication techniques effectively

Target audience
      Managers of all levels in the organization

Main topics
 1. Communication process
 2. Communication methods
 3. Obstacles in effective communication
 4. Strategies to overcome obstacles in delivering effective communication
 5. Personal communications styles
 6. Basic communication principles for developing good relationships with others.
 7. Active listening and questioning skills
 8. Building effective arguments and presentations

Course duration:
      2-5 days or depends on the needs of participants.




                                         - 8/31 -
                           A - 9. PRESENTATION SKILLS

Objectives
After this course, participants will be able to:
- Describe characteristics of an effective presentation and its importance in management
   work
- Describe steps in preparation of a presentation
- Practice ways for making impression and attract attention during presentation
- Apply skills in delivering the content of the presentation, encouraging questions and
   handling situations effectively.

Target audience
       Managers of all levels in the organization
Main topics
  1. Definition of effective presentation and its importance in management work
  2. Preparation process for a presentation
  3. Making an impressive start of a presentation
  4. Define structure of a presentation
  5. Use of body language, visual aids and supporting techniques in presentations
  6. Handling questions and dealing with situations

Course duration:
      1-3 days or depends on the needs of participants.

                           A - 10. NEGOTIATION SKILLS

Objectives
This course helps participants to improve and develop negotiation and persuasion skills to
increase their work effectiveness. After this course, participants will be able to:
- Describe the nature of negotiation process and types of business negotiations.
- Practice preparation steps for negotiation process
- Practice effective negotiation strategies and kills

Target audience
      Managers of all levels in the organization

Main topics
1. Nature of negotiation process and differentiate business negotiation types.
2. Principles in negotiation and factors affecting negotiation process
3. Personal negotiation styles
4. Negotiation in different cultural contexts
5. Steps in preparation for a negotiation
6. Strategies in negotiation
7. The art of questioning to explore information
8. Handling deadlocks

Course duration
      2-5 days or depends on the needs of participants




                                         - 9/31 -
                           A - 11. SUPERVISORY SKILLS
Objectives
The course “Effective Supervisory skills” will equip participants with basic soft skills to
become effective supervisor by helping them to define their roles as well as provide methods to
undertake these roles. After this course, participants will be able to:
   • Describe the supervisor‟s role and tasks
   • Apply tools to assign work and supervise effectively
   • Apply staff motivation skills

Target audience
      Managers of all level, supervisors, team leaders in the organization

Main topics
  • Role and responsibility of supervisor
  • Real situations of supervisor‟s work in Vietnam organizations
  • Important skills of a supervisor in new context
  • Assigning tasks
  • Motivation skills
  • Performance management skills

Course duration
      2-5 days or depends on the needs of participants.




                             A - 12. COACHING SKILLS
Objectives
After this course, participants will be able to:
   • Describe the importance of staff coaching work
   • Apply coaching principles effectively
   • Practice and develop steps in the coaching process

Target audience
      Managers of all level, supervisors, team leaders in the organization

Main topics
  • Why and when to coach subordinate
  • Principles in coaching work
  • Creating environment for coaching
  • Questioning & suggestion skills
  • Feedback skills
  • Motivational coaching attitude & skills

Course duration
      2-5 days or depends on the needs of participants.




                                        - 10/31 -
                           A - 13. DELEGATION SKILLS
Objectives
This course will help participant to:
   - Gain good understanding of the need of assigning and delegating tasks
   - Develop effective delegation skills
   - Differentiate between supporting and taking over subordinate‟s tasks
   - Know how to support subordinates effectively

Target audience
      Managers of all levels in the organization

Main topics
  1. Concepts of task delegation
  2. Benefit of tasks delegation
  3. Task delegation process
  4. Define tasks to be delegated
  5. Define people to delegate
  6. Specify delegation methods
  7. Task assignment and results supervision skills
  8. Dealing with poor performers

Course duration
      2-5 days or depends on the needs of participants



                A - 14. BUSINESS COMMUNICATION SKILLS
Objectives
After this course, participants will be able to:
   • Describe business communication characteristics
   • Use effectively communication channels and develop effective responding skill.
   • Write correspondences and communicate over phone effectively
   • Communicate effectively with foreign partners

Target audience
      Managers of all levels in the organization

Main topics
       • Communication skills in business context
       • Characteristics of business communication
       • Effective use of communication channels: effective feedback and responding
       • Writing correspondences and telephoning skills
       • Communication with foreign partners – etiquettes and cultural differences

Course duration
      2-3 days or depends on the needs of participants




                                       - 11/31 -
                     A - 15. OFFICE MANAGEMENT SKILLS

Objectives
This course focuses on office management skills for managers working in a formal
archiving/filling and office management system. After this course, participants will be able to:
• Describe basic principles of office management skills
• Organize effective office management system by applying methods and tools to organize
    documents, make schedule and keep track.
• Apply office management tools for result oriented assessment

Target audience
      Managers of all levels in the organization

Main topics
• Office management skill for managers
• Basic principles of personal office management
• Effective personal office management system: methods and tools in organizing document,
   making schedule and monitoring the implementation
• Filling and administrative supporting systems
• Office management tools for result oriented assessment

Course duration
      2-3 days or depends on the needs of participants



                         A - 16. REPORT WRITING SKILLS
Objectives
After this course, participants will be able to apply techniques and skills for effective report
writing.

Target audience
      Staff and managers who involve in writing reports in organizations

Main topics
  1. Frequently used formats of project reports
  2. Main types of report
  3. General templates of reports
  4. The important steps of writing up a report
  5. The writing checklist
  6. Elements of effective reports, practicing writing styles and developing different parts of
      reports
  7. Use of visual aids in reports – principles and considerations
  8. Appendices and references
  9. Improve the command of English language in report writing

Course duration:
   3-5 days or depends on the needs of participants.




                                          - 12/31 -
                              A - 17. CUSTOMER CARE
Objectives
After this course, participants will be able to:
    Specify customers, both internal and external ones
    Describe the importance of customer care
    Apply the principles of behaving to customers

Target audience
      Business owner, marketing manager or customer care staff

Main topics
  1. The concept of customer care
  2. Customer care culture
  3. How to satisfy customer‟s demands
  4. Methods of customer care
  5. Direct transaction with customers
  6. Handle complaint and refuses from customers

Course duration
      2-5 days or depends on the needs of participants.



                A - 18. PROFESSIONAL CUSTOMER SERVICE
Objectives
After this course, participants will be able to:
    Gain appropriate understanding of the importance of communication and customer
        service in improving business‟s effectiveness.
    Develop and apply communication skills in customer service
    Apply customer service procedure professionally
    Practice customer service skills

Target audience
Marketing staff, manager of shops, shopping and service centres & customer care staff

Main topics
  1. The role of direct customer facing staff in meeting customers‟ demands
  2. Customer service cycle
  3. Creating first impression
  4. Communicate with customers via telephone
  5. Direct contacts with customers
  6. Finding issues and providing solutions to customers
  7. Keeping track of customers

Course duration
   3-5 days or depends on the needs of participants.




                                        - 13/31 -
                A - 19. PROFESSIONAL CONSULTING SKILLS
Objective
After the course, participants are able to
    Describe some consulting frameworks and methodologies
    Apply effectively tools for communication with clients in consulting assignments
    Practice necessary soft skills for professional consultants.

Target audience
Staff who hold consulting tasks in organizations or experts who intent to provide professional
consulting service

Main topics
   Consulting methodologies and frameworks
   Different types of consulting assignments
   Models and tools applied for consulting assignments in organizational development
   Practicing consulting skills
   Dealing with difficult clients

Course duration:
      3-5 days or customized to fit clients‟ needs

               A - 20. CUSTOMER COMMUNICATION SKILLS
Objective
  After the course, participants are able to
   Describe the role of customer service in business development for the participant‟s
      company
   Gain appropriate viewpoint on dealing with customers in their work
   Apply basic principles of professional customer communication skills
   Develop some customer communication standards for their department/company

Target audience
Staff who work directly with external customers and managers of customer service functions

Main topics
  1. Developing communication standards in customer service (in participants„ company)
  2. Improving communication skills in customer service
  3. Success factors in customer service process
      a. Principles in customer service
      b. Presenting values and benefits of products
      c. Customer consulting skills
  4. Communication with customers via telephone
      a. Basic principles of communication skills
      b. Personal phoning skills and styles
      c. Controlling phone calls duration
      d. Do‟s and don‟ts in communication via telephone

Duration
      3-6 days or customized to fit clients‟ needs



                                        - 14/31 -
                         A - 21. TRAINING OF TRAINERS
Objectives
Main objectives of this program is to create an opportunity for trainers (in the role of
participants of the training course) to study and practice training methodologies and techniques,
as well as participatory facilitation skills, starting from understanding their participants, to
designing training course and implementing training courses. This program is highly applicable
and focuses on adult training skills.

After the training program, participants are able to
 Apply adult learning principles and different personal learning styles in the process of
   designing and implementing training.
 Design and prepare effective training programs using modern training techniques that
   encouraging the participation of learners, especially of those who have working experience.
 Apply proficiently training skills such as presentation, managing training class, handling
   questions, facilitating discussions and teamwork, etc.
 Use effectively training supporting tools

Target audience
      Staff in charge of training management, professional trainers, or those who are in
      charge of implementing in-house training activities in organizations.

Main topics
 1. Nature of “active training” methodology. Adult learning principles.
 2. Defining personal learning styles. The link between learning styles and teaching styles.
 3. Necessary attitude and characteristics of an effective trainer and consultant
 4. Training need assessment and building training objectives
 5. Selecting content and training methodology. Preparing training scenario and training
     techniques.
 6. Preparing training materials, writing cases and practice exercises.
 7. Developing and applying exercises in modern training techniques
 8. Visualization of information and use of training tools
 9. Improving trainer‟s soft skills (facilitation, questioning, presentation, summarizing, etc)
 10. Organizing training programs and conducting post-training evaluation

Duration:
      4-6 days or customized to fit clients‟ needs




                                         - 15/31 -
                     A - 22. BUILDING EFFECTIVE TEAMS

Objectives
This course helps participants to develop necessary skills for the development, management
and working in a team. After this course, participants will be able to:
   • Describe the process of formulation and development of a team
   • Analyse and identify factors that make an effective team
   • Develop skills for self awareness and recognize others‟ personalities and working
      methods to find suitable ways to work together
   • Develop team leadership and team spirits

Target audience
      Managers of all levels in the organization especially for direct member of the team

Main topics
  1. The formulation and development of teams in organizations
  2. Effective team: from the viewpoints of team members, team leader and organization
  3. Factors that makes an effective team
  4. Self awareness skills and the implications to the teamwork
  5. Role and styles of team leaders: recognize personal leadership style
  6. Problem solving and decision making skills
  7. Methods of team motivation
  8. Methods of team planning, assigning tasks and supervising work progress
  9. Establish communication models in the project team
  10. Dealing with difficult cases in a teams

Course duration: 2-5 days or depends on the needs of participants




                                        - 16/31 -
                      PART B: COURSES ON MANAGING
                INTERNAL ORGANIZATIONAL ASPECTS


                         B - 1. CHANGE MANAGEMENT
Objectives
After this course, participants will be able to:
   • Describe the indispensability of changes and describe types of organizational changes
   • Apply models and methodologies to accomplish specific changes project
   • Propose means corresponding with organization context to develop a study
       encouragement organization that promote innovation.

Target audience
      Managers of all levels in the organization

Main topics
  • Inertia and resistance to change and measures to handle
  • Management of change forces and strategies to undertake a change project
  • Leadership and change management models in organization
  • Develop a learning organization – an organization that changes continuously to create
     higher competitiveness

Course duration:
      2-3 days or depends on the needs of participants

B - 2. IMPROVING CAPACITY FOR THE BOARD OF MANAGEMENT
Objectives
This course will focus on discussion of issues relating to capacity of members of the Board of
Management as well as the process of developing and management of an effective Board of
Management. After this course, participants will be able to:
• Describe required capacity and viewpoints necessary for the members of the Board of
    Management
• Specify standards of an effective Board of Management
• Specify and prepare steps to develop capacity and management of Board of Management

Target audience
      CEOs and members of Board of Management of companies

Main topics
   Role and responsibility of Board of Management
   Direction, leadership and management
   Necessary capacity requirements of member of Board of Management
   Criteria for assessing effectiveness of Board of Management‟s operation
   Manage the Board of Management effectively
   Step to prepare and build the capacity for Board of management

Course duration:
      2-5 days or depends on the needs of participants.


                                        - 17/31 -
            B - 3. DEVELOPING ORGANIZATIONAL CULTURE

Objectives
This course will discuss the process of formulation and development of organizational culture.
Specifically, after this course participants will be able to:
 • Describe the importance of organizational culture in the long term and sustainable
   development of an organization
 • Apply means to assess current organizational culture
 • Specify means to form organizational culture corresponding with long term development
   objectives

Target audience
      Managers of all levels in the organization especially high level manager

Main topics
  • Organizational culture and its importance to organizational development
  • Types of organizational culture
  • Tools to assess organizational culture
  • Development process of organizational culture values
  • Means to change and develop organizational culture

Course duration: 2-5 days or depends on the needs of participants.




        B - 4. ORGANIZATIONAL KNOWLEDGE MANAGEMENT
Objectives
This course will focus on discussion of procedures to manage and promote knowledge in an
organization. Specific objectives of the course include:
   • Clarify the importance of knowledge in the operation of an organization
   • Describe types of knowledge and the development of knowledge in an organization
   • Discuss means and mechanism to manage and share knowledge
   • Specify a development cycle of a learning organization in Vietnam

Target audience
      Managers of all levels in the organization especially high level managers

Main topics
  1. Role of knowledge in operation and management of an organization
  2. Development process and knowledge management
  3. Types of knowledge in the organization
  4. Information system for knowledge management
  5. Means and mechanism to share knowledge in an organization
  6. Managing experts
  7. Developing a learning organization in Vietnamese context

Course duration:
      4-5 days or depends on the needs of participants.



                                        - 18/31 -
 B - 5. DEVELOPING EFFECTIVE ORGANIZATIONAL STRUCTURES
Objectives
This course focuses on discussion of issues related to the organizational structure design. After
this course, participants will be able to:
    • Describe the nature and basic factors to form an organizational structure and
    • Describe structure models as well as advantages and disadvantages of each model
    • Analyse factors influencing the organizational structure
    • Define steps to design an effective organizational structure

Target audience
      Managers of all levels in the organization especially high and middle level managers

Main topics
  • Definition of organizational structure
  • Basic factors of organizational structure
  • Organizational structure models and advantages and disadvantages of each model
  • Factors influencing the organizational structure
  • Designing an effective organizational structure
  • Trends in organizational restructuring in businesses

Course duration: 2-3 days or depends on the needs of participants



               B - 6. INFORMATION SYSTEM MANAGEMENT
Objectives
This course introduces knowledge and basic skills in management of an information system in
an organization. After this course, participants will be able to:
• Describe the roles of an organizational management information system
• Explain trends and issues in using an information system
• Find and propose measures to solve management issues related to the development,
    building and using of the information system
• Apply and improve the management of information system in the organization

Target audience
Employees and managers of all levels in the organization especially for those who want to
improve the effectiveness of the information system for better organizational management

Main topics
1. Nature of information system management in organizations
2. Information, management and decision making process
3. Management of information sources, telecommunication, network and internet
4. Information system and organization change, and system management issues
5. Role triangle: Manager, User and IT expert
6. Approaches in building organizational information systems
7. Reality and modalities of information system management: real experience and lessons
    learned
Course duration
2-5 days or depends on the needs of participants.



                                         - 19/31 -
        B - 7. ORGANIZATIONAL ANALYSIS AND DEVELOPMENT
Objectives
This course will help participants with tools and skills to analyse and assess organization as well as
analyse the environment in which the organization is operating. After the course, participants can apply
these tools and skills in analysing and assessing their own organizations. Specifically, participants will:
 • be introduced to theory of organizational analysis and development as well as viewpoints on the
    sustainable development
 • use different tools to analyse organizational environment, assess factors that affect growth as well
    as determine opportunities and challenges for the growth.
 • apply different tools to analyse internal factors of an organization such as: structure, management
    mechanism, management style, organization culture ...
 • be able to create strategies for their own organizational capacity development

Target audience
      Managers of all levels in the organization

Main topics
  1. Theoretical framework for organizational development
  2. Steps of organizational analysis
  3. Quick assessment of organization
  4. Analyse external environment: Analyse influencing factors & stakeholders
  5. Analyse internal environment of the organization:
  6. Summary of analysed factors
  7. Establishment of strategies for organizational change and development

Course duration
      4-5 days or depends on the needs of participants

                      B - 8. TOTAL QUALITY MANAGEMENT
Objectives
The course provides participants with knowledge and basic skills in total quality management
in the working context of Vietnam. Specifically, after this course, participants will be able to:
• Update fundamental knowledge of total quality management
• Specify ways that quality management affects the result of organization‟s operation
• Develop skills to build, measure and undertake total quality management
• Specify an action plan to achieve quality objectives.

Target audience
      Managers of all levels in the organization especially for direct member of the quality
      management team

Main topics
       • Development process of quality management
       • Aspects and principles of total quality management
       • Cost of quality
       • Quality perfection cycle
       • Quality control cycle
       • Tools and techniques in quality management systems

Course duration: 2-5 days or depends on the needs of participants


                                             - 20/31 -
                  B - 9. HUMAN RESOURCES MANAGEMENT
Objectives
This course is designed for both line managers and HR managers. The level of specificity of
topics and skills will vary depending on the participants‟ interests that are influenced by their
positions. After this course, participants will be able to:
     • Describe the nature and role of human resources management in organizations
     • Describe the relationship between human resources management and other functional
         activities to improve the effectiveness of the operation in organizations
     • Know how to organize and improve the effectiveness of human resources
         management and development activities in both the organization and functional
         departments.

Target audience
      Managers of all levels in the organization

Main topics
1. Nature of human resources management in organizations
2. The human resources department and its role in the organization
3. The division of HRM tasks between line managers and HR managers
4. Difference between personnel management and human resources management and
   development
5. Main activities of the human resources management
Course duration
      3-5 days or depends on the needs of participants.




                                  B - 10. JOB ANALYSIS
Objectives
The course will focus on the details of the job analysis process. After this course, participants
will be able to:
• Describe the benefits of a job analysis
• Carry out job analysis process for any positions in an organization

Target audience
   Managers of all levels in the organization, especially personnel in the human resources
   department

Main topics
       1. Benefit of job analysis in the organization
       2. Job descriptions
       3. Job specifications
       4. Job performance standards
       5. Steps of job analysis
       6. Tools for job analysis

Course duration
      2-5 days or depends on the needs of participants.



                                          - 21/31 -
                 B - 11. HUMAN RESOURCE RECRUITMENT
Objectives
This course focuses on the knowledge and skills to create an effective recruitment strategy,
system and practice. After this course, participants will be able to:
• Describe the role of recruitment in the current context of human resources management
• Outline an appropriate recruitment strategy that best fits with human resources strategy
• Develop proper recruitment methods
• Practice effective recruitment skills

Target audience
      Managers of all level in the organization

Main topics
1. Strategic HR recruitment
2. Develop effective recruitment system and approach
3. Modern recruitment methods and skills
4. Necessary skills for recruitment: resume assessment, interview and result assessment

Course duration
      2-3 days or depends on the needs of participants.



       B - 12. IMPLEMENTING STRATEGY AND MANAGING
    PERFORMANCE USING BALANCED SCORECARD APPROACH

Objectives: After this course, participants will be able to:
   Describe the performance indicator system based on Balance Scorecard - BSC
   Implement the approaches and principles of performance appraisal and management
      based on the company‟s objectives
   Define implementation steps of an objective-based performance management system in
      their companies.

Target audience
      High level managers and middle level managers in organizations

Main topics
  1. Overview of Balance Scorecard Methodology
  2. The benefits of BSC in management: current practices in enterprises
  3. Key Performance Indicator (KPI)
  4. The Strategy Map
  5. Assessment tools based on BSC
  6. Management by objectives based on BSC for departments
  7. Performance management and assessment for staff
  8. Basic elements to implement BSC successfully

Course duration: 3-5 days depend on the practicing pace by participants.




                                        - 22/31 -
                       B - 13. PERFORMANCE APPRAISAL
Objectives
This is a skill-oriented course that focuses on the introduction of basic management issues.
After this course, participants will be able to:
 • Describe the roles and functions of performance appraisal in the human resources
      management of an organization
 • Establish a proper performance appraisal system for better work management
 • Apply necessary skills in work consulting, coaching, mentoring, interviewing, and giving
      feedback for a successful performance appraisal

Target audience
      Managers of all level in the organization

Main topics
1. Performance appraisal management: concepts, functions and purpose
2. Performance appraisal as a tool of employee development: modalities and experiences
3. Performance-based pay and performance appraisal
4. Building performance appraisal system in organization: criteria, measurement and
   remuneration
5. Fundamental skills for effective performance management: consultation, coaching,
   interviewing, and giving feedback.

Course duration
      2-3 days or depends on the needs of participants.




      B - 14. BUILDING AN EFFECTIVE COMPENSATION SYSTEM
Objectives
This course is skills oriented, based on introducing fundamental management issues. After this
course, participants will be able to:
• Describe major management issues related to a remuneration system
• Apply appropriate methods for establishing an effective remuneration system relevant to
    the management strategy of the organization
• Apply practical lessons in remuneration management activities in their own organization

Target audience
      Managers of all level in the organization

Main topics
1. Understanding remuneration system: purposes and possible management issues
2. Basic criteria of an effective remuneration system
3. Methodology for establishment of a remuneration system
4. Remuneration management in practice: lesson learnt from real world cases

Course duration
      2-5 days or depends on the needs of participants



                                        - 23/31 -
     B - 15. HUMAN RESOURCES TRAINING AND DEVELOPMENT

Objectives
After completing the course, participants will be able to:
- Describe the whole process of human resource development, and the roles and goals of training and
    development in organization
- Describe modern forms of staff development in organization
- Describe different types of training and development methods and select the appropriate ones to
    establish training and development strategy for their own organization
- Organize and implement effectively training programs.
- Conduct training needs assessment for Vietnamese managers and determine the emerging trends.
Target audience
      Managers of all level in the organization, especially human resource development
      staffs in the organization
Main topics
1. The role and goals of training and development in human resource practices
2. Modern human resource development and career planning
3. Training and development needs analysis
4. Training course design
5. Career development and management capacity
6. Training and development evaluation
7. Managing training function in organizations
8. Training and development strategy in organization: a competency-based approach
9. Future trends in training and development practice

Course duration
      5-10 days or depends on the needs of participants

     B - 16. BUILDING AN EFFECTIVE WORKING ENVIRONMENT

Objectives
After this course, participants will be able to:
    • Describe role and characteristics of effective working environment
    • Describe motivational theories
    • Apply motivational methods to establish strategies for building effective working
         environment.
Target audience
        Managers of all level in the organization

Main topics
• The concept of an effective working environment
• Motivational theories and implications for human resource practitioners
• Motivation methods
• Establishing strategies for building effective working environment in modern organizations

Course duration
      2-5 days or depends on the needs of participants




                                          - 24/31 -
                         B - 17. PROJECT MANAGEMENT
Objectives
This course is aimed at introducing basic project management skills following PMBOK
standards (by Project Management Institute – PMI of America) to staff and managers who are
working in a project-oriented work environment.
After finishing the course, participants will be able to:
 describe the context, processes and knowledge areas of project management
 describe the procedures and methodologies used in project management
 apply project management skills and tools to their daily work and/or projects for:
 draw necessary lessons learnt from real cases for later improvement of their own
    project/business management.

Target audience
      All staff and managers working in projects and/or in a business environment with
      project-base character.

Main topics
1. Understanding Project management: PM knowledge areas, competencies, tools and
   techniques
2. Project management context and processes, project integration management
3. Project management knowledge areas: Scope, Time and Cost management tools and
   techniques
4. Project management knowledge areas (continued): Quality, Risk, Procurement, HR &
   Communication management tools and techniques
5. Project management processes: initiation, planning, controlling, executing and closing
   activities, tools and deliverables.
6. Introduction to Project Management modality and practice: real world experiences and
   lessons learnt.

Course duration
      5 days or subject to the need of participants




                                        - 25/31 -
PART C: COURSES ON MANAGING EXTERNAL ENVIRONMENT
                      AND STRATEGIC MANAGEMENT


                       C - 1. STRATEGIC MANAGEMENT
Objectives
After this course, participants will be able to:
    Describe the importance of strategy and strategic management in the organization‟s
        success
    Conduct analysis of the current and future environment of the organization
    Develop business strategies that fit best with the organization‟s environment,
        competitive advantage and core competency.
    Implement the strategy effectively

Target audience
      Leaders, managers of companies, organization with long term vision

Main topics
   1. Overview of strategic management
          a. Challenges to management in Vietnam
          b. The development of strategic management and its implications to managers
          c. Strategic management styles
          d. Analysis of the operating environment
          e. Specifying competitive advantage and analysing core competency
   2. Development of strategy
          a. Gaining competitive advantage
          b. Market oriented strategies
          c. Development of strategies for functions
          d. Development of company strategies
          e. Investment decision and analysis of investment conditions
   3. Implementing the strategy
          a. Implementing strategic management objectives
          b. Developing appropriate organization structure to implement strategy
          c. Controlling and evaluating the strategic implementation process
          d. Role of leaders in implementing strategies

Course duration
      4-10 days or depends on the needs of participants.




                                       - 26/31 -
                            C - 2. BUSINESS PLANNING
Objectives
After this course, participants will be able to:
• Recognize the importance of business planning to the success of the business
• Develop a business plan
• Analyse current resources and potentials of the company
• Analyse and forecast potential risks in implementing business plan

Target audience
      Business owner or planning manager in the company

Main topics
     1. The needs for Business Plans
     2. Building a business plan: from company‟s view point & the bank‟s view point
     3. Structure of a Business Plan
     4. Manufacturing/service plan
     5. Marketing plan
     6. Finance plan and finance reports
     7. Analyse and assess risk
     8. Sample forms

Course duration: 3-5 days or depends on the needs of participants.

                     C - 3. MARKETING FUNDAMENTALS
Objectives
After this course, participants will be able to:
   - Grasp the nature of marketing and its role in relation to other functions in the company
   - Predict and respond more effectively to customer needs
   - Segment markets and identify the target markets for their companies
   - Describe the major elements of the marketing mix and how to apply them to their
        companies‟ marketing practices

Target audience
      Managers and marketing executives at companies operating in Vietnam

Main topics
     1. Satisfying customer needs
     2. Understanding customer‟s buying behaviour
     3. Market segmentation
     4. Aspects of marketing mix
     5. Creating public relations
     6. Customer service and relationship marketing

Course duration: 3-5 days or depends on the needs of participants.
      .




                                       - 27/31 -
                          C - 4. BRAND MANAGEMENT
Objectives
This training course introduces the main concepts and principles in brand design and
management to help companies to define and invest in a competitive brand management
strategically and sustainably.
After the course, participants should be better able to:
     Describe the concepts and principles underlying brand management;
     evaluate the financial value of brands from different perspectives;
     master the steps in introducing new brands
     know how to maintain and develop existing brands

Target audience
      Business managers, marketing/brand managers and executives who take part in brand-
      related business decision making.

Main topics
  1. Concepts of brand and brand equity
  2. Contemporary principles in brand management
  3. Methods of evaluating financial value of brands
  4. Introducing new brands
  5. Maintaining an existing brand
  6. Developing and implementing brand strategy

Course duration: 3-5 days or depends on the needs of participants.

                            C - 5. MARKET RESEARCH
Objectives
After the course, participants should be better able to:
• Comprehend the important role of marketing research and marketing information systems
• Develop skills and knowledge to undertake market research
• Apply the basic principles of marketing research in participants‟ industry context in
    Vietnam

Target audience
      Manager, Marketing executive and market research executive

Main topics
     1. Market research and market research process
     2. Typical research designs
     3. Quantitative methodologies in market research
     4. Market survey data collection methods
     5. Designing questionnaires
     6. Specify samples
     7. Collecting market survey data
     8. Prepare, present the research and writing market research report

Course duration
      4-7 days or depends on the needs of participants.
      .




                                       - 28/31 -
                        C - 6. MARKET PRICING STRATEGY
Objectives
This training course will equip participants, who participate in the decision of pricing strategies, with
specific knowledge and skills to manage the prices. After the course, participants should be able to:
 Describe factors determining pricing decisions;
 Perform steps of determining the original price of product/service;
 Master key pricing strategies and decide the most relevant pricing strategy for their product/service
    in a specific context
 Anticipate customer's reaction to price changes and make business plans accordingly.

Target audience
      Business managers, sales and/or marketing managers, those who take part in the
      decision of pricing strategy and integrated marketing plan of the company.

Main topics
  1. Factors influencing the pricing decisions
  2. Steps to determine original price of product/service
  3. Pricing strategies: skimming prices; penetration prices; promotional prices and
      differential prices
  4. How to change prices & the customers' behaviours to price

Course duration:
      2-4 days or depends on the needs of participants

  C - 7. DEVELOPING AND MANAGING DISTRIBUTION CHANNELS
Objectives
This training course discusses the nature of marketing channel, approaches in developing
effective distribution channels. After the course, participants should be better able to:
• Describe the various distribution channel options available to the company and make a
    well-informed decision of channel selection
• Describe the functions of the distribution channel and the role of distributors in the
    company's supply chain;
• Proactively set up and develop effective working relationships between the company and
    its distributors.

Target audience
Business managers, sales and/or marketing managers and distributorship/dealership managers

Main topics
  1. Aspects to consider in selection of product distribution channels options
  2. Models and functions of marketing channels
  3. Managing the relationships between companies and their distributors:
  4. Selection of distributors
  5. Motivating the distributors
  6. Supervising and evaluating the distributors

Course duration:
      2-4 days or depends on the needs of participants.




                                            - 29/31 -
            C - 8. PRODUCT PROMOTION AND ADVERTISING
Objectives
After the course, participants should be better able to:
    Describe the nature of product promotion strategies and implement them effectively in
        specified context;
    Comprehend the advantage, disadvantage and effectiveness of advertising means and
        apply them flexibly in product promotion work for the business;
    Comprehend and apply tools for sales promotion to grow the sales up in the short term
    Describe the 8 basic steps in direct sales
    Develop public relations strategies relevant to the business

Target audience
      Business managers, sales and/or marketing managers, those who take part in the
      planning and implementation of promotional campaigns
Main topics
    Determining the promotion strategy: push strategy versus pull strategy
    Advertising: objectives, means of advertising and ways to evaluate the effectiveness of
      advertising
    Sales promotion tools
    Direct sales: key steps in effective selling
    Developing public relations

Course duration
      2-4 days or depends on the needs of participants.

   C - 9. BUSINESS TO BUSINESS MARKETING (B2B MARKETING)
Objectives
The course is designed to improve marketing knowledge and skill for staffs who takes part in
developing and implementing the company‟s marketing activities. Specifically, after the course,
participants should be better able to:
     Describe the nature and buying behaviour of customers- businesses
     Describe marketing knowledge about developing products, creating sales systems,
        analyse and negotiate prices, and promoting product/service
     Develop skills to implement marketing tools in market of businesses

Target audience
      Business managers, managers and staff of companies/organization with customers
      mainly from other companies/organizations

Main topics
  1. The nature of buying behaviour of business customers
  2. Specify the needs of business customers
  3. Market segmentation of business customers
  4. Marketing mix for business customers
  5. Sales for business customers

Course duration
      3-7 days or depends on the needs of participants.


                                        - 30/31 -
                       C - 10. CUSTOMER PSYCHOLOGY
Objectives
After the course, participants will be better able to:
    • Describe customer psychology in the buying decision making process
    • Describe the factors influencing to customer‟s buying behaviour
    • Apply customer psychology in persuading consumer as individuals and as businesses

Target audience
      Manager and Marketing staff from companies/organizations
      Manager and sales executive

Main topics
   1. Customer‟s buying motivation and buying psychology
   2. Customer‟s consuming behaviour
   3. Buying decision making process
   4. Factors influencing customer behaviour
   5. Persuading business customers

Course duration
      2-5 days or depends on the needs of participants.



       C - 11. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Objectives
The course is designed to equip business managers with a strategic view on Customer
Relationship Management (CRM) that enables them to develop long-term CRM strategy for
their business, as well as tools to implement CRM activities effectively. After the course,
participants should be better able to:
• Describe CRM concepts and reasons why businesses need to set up their CRM system
• Master tools to measure customer satisfaction
• Develop and implement a CRM system in their business
• Design and implement customer relationship programs
• Describe the importance of the development of a customer-focused culture in their
    business
Target audience
        Business managers, managers and staff of Customer Service Divisions or Centre, other
        people who take part in developing and implementing the company's CRM strategy.

Main topics
  1. Challenges in the business that prompt the need for CRM
  2. CRM concepts and benefits of applying CRM in businesses
  3. Measuring customer satisfaction
  4. Developing and implementing a CRM system
  5. Establishing and using a customer database
  6. Steps in designing and deploying CRM programs
  7. Building a customer-focused culture in your business

Course duration:
      2-5 days or depends on the needs of participants.

                                       - 31/31 -

				
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