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Seed Viet Nam15/F, Vincom Centre B, 72 Le Thanh Ton Street, District 1, HCMC, VietnamPhone: 08 3853 3556www.seedvn.com

At AchieveGlobal, we see people as the key to busi-

ness success. Until people take action, goals and

strategies are nothing but words. Results come from

individuals, equipped with the right skills, energized

to do the right activities at the right time. How do

things get done in an effective, efficient organiza-

tion? First, business leaders define the result they

want to achieve, then ask, “What needs to happen to

bring about the result?” The answer, whether simple

or complex, is the strategy—a carefully devised plan

of action to bring about the desired result. Next, sen-

ior leaders and middle managers direct the practices

and processes to develop the capability—in the

individuals, processes, and systems—to implement

the strategy. Finally, individuals deliver results

through productive behaviors. They take appropri-

ate and timely actions—supported by knowledge,

commitment, and ability—and things get done.

Again: Organizations get results when individuals,

equipped with the right skills, are energized to do the right

things at the right time. People deliver results; it’s that

simple. The cornerstone to any solution is to deter-

mine what individuals have to do in order to deliver

results. Finally, one must identify what is necessary

to create and sustain those behaviors.

Strategy to ResultsThrough People

Denotes programs that are AWARD WINNERS.

More than 40 years defining and refining the foun-dation on which world-class organizations are builthas led us to create a number of award-winningtraining programs.

Being honored with these awards reinforces ourstrong belief that we continually set the industrystandard in performance-improvement training.

Denotes programs available for LIVE VIRTUAL DELIVERY.

Our expanding selection of Web-based deliveryoptions—designed in a way that enables you to create a blend that meets your specificneeds—is most often used to enhance traditionalclassroom training.

In addition to our award-winning Web-basedcontent, we also offer a complete set of onlineassessment tools and our “ready-to-go” ASPlearning management system solution atwww.myachieveglobal.com.

Special Designations to Watch for as You Read Through This Guide

DEFINEExecutives

Strategy

Senior Managers

Resources

Managers

Others

Individual Contributors

Organizational Results

commitment > assessment > knowledge acquisition > skills practice > reinforcement > application

DIRECT

DEVELOP

DELIVER

1

Learning FormulaThrough extensive research and feedback from customers,

AchieveGlobal’s performance-improvement programs have

been developed around five phases of learning: Commit,

Assess, Acquire, Develop, and Apply.

Titled the AchieveGlobal Learning Formula, it guides the

learner through a cycle of learner-centric activities that result

in sustained behavior change.

Research has indicated that in order for individuals to achieve

and sustain change, all phases of the Learning Formula must

be included in the learning experience.

Phase 1: Commit to learn. The learner must be motivated tolearn and to change his or her behavior. During the central trainingexperience, learning activities and media illustrate how newskills, knowledge, and attitudes help learners address job-relatedissues and achieve job-related goals. Up-front conversations withmanagers help learners commit as well. This phase succeedswhen learners open themselves to new possibilities and resolveto master and apply essential interpersonal skills.

Phase 2: Assess current performance. A carefully crafted surveyhelps learners measure current levels of knowledge and applicationof a key interpersonal skill. Recognizing their own performancegaps further motivates learners and helps them focus their effortin areas for improvement. After the training, ongoing evaluationmeasures recollection of training content and skill use in theworkplace. AchieveGlobal is able to provide assessment andmeasurement services in many different areas.

Phase 3: Acquire knowledge. In this phase, learners encounterthe cognitive details of a distinct interpersonal skill throughpresentation, reading, discussion, observation, and analysis ofrealistic examples, simulations, and other activities. Typical content includes environmental cues that prompt skill use; asequence of behavioral steps; an explanation of relevant terms;examples of skill use and absence of use; and tips, tactics, and pitfalls for each behavioral step.

Phase 4: Develop competence through practice. The training ofinterpersonal skills requires rehearsing with humans—the intendedaudience for the new skills—in order to achieve competency. Thisreal-time practice with another human being, whether face-to-face,voice-to-voice, or online, is essential to soft-skill mastery.AchieveGlobal provides follow-up skills practices and application kits to execute needed activities in this phase of the formula. In a safesetting, learners rehearse the skill, receive constructive feedback,observe others using the skill, and offer constructive feedback.

Phase 5: Apply new learning. Integrating new skills into jobinteractions requires commitment. A range of activities—discus-sions, testimonials, printable online planners, and others—givelearners the clarity and resolve to apply their knowledge and skills.Managers of trainees can also reinforce and sustain skill applicationthrough coaching, recognizing skill use, and modeling the skills.

Our capabilities include programs and services in the areas most

relevant to today’s business strategies.

LearningFormula

1. Committo learn

2. Assesscurrent

performance

3. Acquireknowledge

4. Developcompetence

throughpractice

5. Applynew learning

2

LeadershipYour business environment—which once got tougher year after year—now gets tougher day after day. Surviving in a changing economy andmarketplace, working more efficiently, delivering solid customer serv-ice, meeting the demands of organizational stakeholders, and maintain-ing quality control are just a few of the key issues you face. Gaining acompetitive advantage in light of these challenges is essential for sur-vival. That’s why your leaders—from executives to individual contribu-tors—need effective skills to propel your organization to new heights.

These skills can help every employee:• Contribute and communicate effectively.

• Feel valued and capable in their jobs.

• Build collaboration, personal initiative, and trust.

• Develop their ability to manage people and projects.

• Understand their role in the big picture of organizational success.

AchieveGlobal’s leadership training programs and consulting services provide those skills.

Unrelenting

accountability

and responsibility

demonstrated

by employees

at all levels

Achieving Results Through Genuine Leadership®

The Genuine Leadership® system provides a systemic approach toleadership development—one thatbuilds a motivated, loyal workforcecapable of reaching new levels of productivity.

The system develops leaders—fromexecutives to individual contribu-tors—and teaches the critical skillsneeded to ensure success.

DEFINEExecutives

Leadership Vision

DEVELOP Managers

Others

commitment >> assessment & measurement >> knowledge acquisition >> skills practice >> application >> reinforcement

Clarify Plan MeasureClarify Plan Measure

Activating Change™: Manager VersionActivating Change™: Manager Version Bridging Strategy to OutcomesBridging Strategy to Outcomes®

Activating ChangeActivating Change™: Manager Version: Manager Version

Accelerating Team ProductivityAccelerating Team Productivity™ Managing the Performance of OthersManaging the Performance of Others™

Coaching Others for Top PerformanceCoaching Others for Top Performance™

Facilitating for ResultsFacilitating for Results

DELIVEROrganizational Results

Managers and Individual Contributors

Problem-SoProblem-Solvilving Resultsng Results™ Connecting With OthersConnecting With Others™ Working Through Emotions and ConflictWorking Through Emotions and Conflict™

Activating ChangeActivating Change™: Individual Contributor Version: Individual Contributor Version WorkSkills: Steps to Your SuccessWorkSkills: Steps to Your Success® Workload ManagementWorkload Management

Activating Change™: Executive VersionActivating Change™: Executive Version

DIRECTSenior Managers

Resources

Maximizing Your Supervisory PotentialMaximizing Your Supervisory Potential™

Profiles in Genuine LeadershipProfiles in Genuine Leadership™

Leading InnovationLeading Innovation™ Profiles in Genuine LeadershipProfiles in Genuine Leadership™

Building Trust Under Pressure: The Basic PrinciplesBuilding Trust Under Pressure: The Basic Principles™

3

DefineExecutives DEFINE Leadership Vision• Know where the organization is going.

• See a compelling reason for change.

• Understand the benefits for themselves and the organization.

• Express support for using skills learned during training.

AchieveGlobal’s consultants work with theexecutive level of your organization to ensurethat your leadership solution effectivelyachieves lasting results—for your customersand your organization.

Activating Change™: Executive VersionThis is an action learning session in which participants apply executive-level, high-payoffchange-management practices to one or morecurrent change initiative(s) within their organi-zation. The session is facilitated by anAchieveGlobal executive consultant and is powered by the client’s own data, collected viaan organization-wide change capability surveyand in-depth, one-on-one interviews withexecutives.

Length: 1 day

DirectSenior Managers DIRECT Resources

Bridging Strategy to Outcomes®

This workshop helps senior managers build commitment and focus effort at every organi-zational level. Participants master and applykey interpersonal skills, fine-tuned andframed for this audience.

At the end of the workshop, participantsare able to:

• Seek out, clarify, and confirm ideas and information.

• Describe organizational issues and strategy in a compelling way.

• Recognize the challenges and benefits of giving constructive feedback.

• Focus individual action on issues through feedback.

• Explore useful ideas for turning strategies into action.

• Lobby for the support and resources they need to address key organizational issues.

Audience: Leaders of other leaders, senior managers

Length: 2-day workshop

Activating Change™: ManagerVersionManagers and supervisors are the cruciallink in successfully executing on the chal-lenge of change in an organization. By trulychampioning change, middle managers buildthe capability for change in their workteams and throughout the organization.This workshop provides high-impact, prac-tical strategies to help managers activatechange in others.

Length: 1 Q days

DevelopManagers DEVELOP OthersIt is the responsibility of frontline supervisorsand managers to develop the capabilities with-in the individuals, processes, and systems of theorganization to execute and implement definedstrategy.

At the Develop level of our leadership system,we offer programs in the skill areas detailedbelow.

PROFILES IN GENUINE LEADERSHIP™The core of this program is focused on theLeadership Profile, a self-assessment thatmeasures each participant’s performance in sixleadership zones. Participants are not onlydriven to analyze and celebrate their leader-ship assets, but they also are encouraged toconsider and develop their blind spots andopportunities for improvement. They then arepresented with actionable strategies to opti-mize the specific structure of their profiles.

Length: 4 hours

LEADING INNOVATION: FROMCONCEPT TO CUSTOMER VALUE™

For organizations needing to accelerate growth and achieve critical business objec-tives, Leading Innovation: From Concept toCustomer Value™ provides supervisors, team leads, managers, and middle managersfrom all functional areas with a framework,best practices, and tools required to makeinnovation pay off.

This program not only helps participantsunderstand their roles as innovative leaders, it also helps create a common language andserves as a critical focal point for appropriate-ly prioritizing and deploying the effort andenergy of all involved.


Activating Change™: ManagerVersionManagers and supervisors are the cruciallink in successfully executing on the chal-lenge of change in an organization. By trulychampioning change, middle managers buildthe capability for change in their workteams and throughout the organization.This workshop provides high-impact, prac-tical strategies to help managers activatechange in others.

Length: 1Q days

Coaching Others for TopPerformance™This workshop provides participants withskills that help build constructive relation-ships that gain a stronger commitment toimproving performance and achieving resultsthat make a difference for the organization.

Length: 2-day workshop or available as theindividual modules described below

MODULE 1: BUILDING TRUST UNDERPRESSURE: THE BASIC PRINCIPLES™Learn a universal set of leadership guide-lines that helps transform individuals intogenuine leaders. Examine how you canapply the principles in a way that enablesyou to be more efficient, effective, and pro-ductive in your job.

Length: 4 hours

MODULE 2: PROVIDINGCONSTRUCTIVE FEEDBACK™Learn skills to give constructive feedback in away that builds openness and mutual respect,and promotes problem solving and learning.

Length: 4 hours

MODULE 3: DEVELOPING OTHERS™Discover skills for developing others, helpingthem expand their capabilities so they willhave the confidence to take on new chal-lenges and work more independently.

Length: 4 hours

MODULE 4: GIVING RECOGNITION™Learn skills for recognizing and reinforcing the behaviors that support others and lead to the right results.

Length: 4 hours

4

Managing the Performance ofOthers™

As the manager, supervisor, or leader of awork group or team, performance leadershelp others do the work that ultimatelymakes an organization successful. They mustensure employee performance aligns with thedirection and strategy of the organization.The skills taught in this workshop help par-ticipants prepare for and conduct differenttypes of performance-related discussions.

Length: 2-day workshop or available as the individual modules described below

MODULE 1: PLANNING FORPERFORMANCE DISCUSSIONS™Prepare for performance-related discussionsthat increase productivity, collaboration, andthe achievement of critical goals.

Length: 4 hours

MODULE 2: CLARIFYINGPERFORMANCE EXPECTATIONS®

Learn to discuss performance expectationswith others in a way that increases their senseof ownership and gains their commitment.

Length: 4 hours

MODULE 3 : CORRECTINGPERFORMANCE PROBLEMS™ Realize skills for addressing recurring or seri-ous performance problems, getting an indi-vidual’s performance back on track, andbuilding motivation for improvement.

Length: 4 hours

MODULE 4: CONDUCTINGPERFORMANCE REVIEWS™ Build skills and receive tools to conduct a performance review that focuses on major responsibilities, opportunities for improve-ment, and developmental needs.

Length: 4 hours

Accelerating Team Productivity™Today's teams are expected to produce morethan ever before, faster than ever before. As aresult, this workshop is designed to help lead-ers focus teams on key results and outputs, andbuild energy and momentum toward achievinggoals.

Length: 2-day workshop or available as theindividual modules described below.

MODULE 1: BUILDING TEAM PRIDE AND PURPOSE™Discover the principles and skills that instill high degrees of pride and purpose in teamstoday. Explore today’s workplace challenges and the need for accelerating performancethrough teamwork.

Length: 4 hours

MODULE 2: DEVELOPING TEAMAGILITY: DAY-TO-DAY TOOLS™Focus on strategies team leaders can useand actions they can take to build high lev-els of team agility: quickness, flexibility, andadaptability.

Length: 4 hours

MODULE 3: RESOLVING CONFLICTSWITHIN YOUR TEAM™Learn the best ways to handle tricky situa-tions that often develop among andbetween team members, including how tointervene directly or to support team mem-bers in addressing these situations on theirown.

Length: 4 hours

MODULE 4: NEGOTIATINGRESOURCES FOR YOUR TEAM™Build the negotiating skills needed tosecure resources for teams. Learn to negoti-ate solutions that work for all partiesinvolved.

Length: 4 hours

Maximizing Your SupervisoryPotential™As a result of the business environment in which they operate, new—and eventenured—supervisors frequently find them-selves performing an awkward and uncom-fortable organizational balancing act. Thisworkshop helps leaders strive to balancebetween multiple elements of their jobresponsibilities.


MODULE 1: THE HALLMARKS OFSUPERVISORY SUCCESS™Explore in detail three critical Hallmarks—personal credibility, work group commit-ment, and management support—so thatyou are cognitively prepared to make thetransition into management.

Length: 4 hours

MODULE 2: DELEGATING FOR SHARED SUCCESS™ Learn the equation that adds up to delega-tion success: thorough planning, clear com-munication, and effective follow-through,which together result in successful delega-tion of work.

Length: 4 hours

Leading MeetingsFACILITATING FOR RESULTS™Develop skills to conduct productive,results-oriented meetings, no matter howcomplex the issue or diverse the group.

Length: 8–12 hours

DeliverManagers and Individual ContributorsDELIVER Organizational Results

Building Trust Under Pressure: The Basic Principles™Learn a universal set of leadership guide-lines that helps transform individuals intogenuine leaders. Examine how you canapply the principles in a way that enablesyou to be more efficient, effective, and pro-ductive in your job.

Length: 4 hours

Activating Change™: IndividualContributor VersionEveryone—including the front line and indi-vidual contributors—needs key skills to mas-ter the enormous amount of change in today’sorganization. In this module, participantsreview key practices that activate theirchange capability. After exploring commonresponses to change, participants learn posi-tive actions they can take to solidify theirwillingness and commitment to acceptingnew change.

Length: 4 hours

Problem-Solving Results: Solutions,Improvements, and Innovations™This workshop provides participants withthe skills and strategies required to findappropriate problem solutions and the energy to implement them.


UNIT 1: CONNECTING PEOPLE ANDPROCESSGet acquainted with a dynamic seven-stepprocess for defining and analyzing prob-lems, finding solutions, and implementingthem.

UNIT 2: EXPLORING GAPS, CAUSES,AND SOLUTIONSExplore a number of tools that can enhancesuccess while using the problem-solvingapproach. Use a separate toolkit to work with and explore several specific methods.

UNIT 3: DECIDING ON A SOLUTIONLearn how to define decision-making pro-cedures and use objective criteria to evalu-ate choices and arrive at a solution.

UNIT 4: MAKING IT HAPPENDiscover specific strategies to aid in actionplanning and follow-through, as well asapproaches that build and sustain momen-tum for those involved.

5

Workload Management IDENTIFYING WORK PRIORITIESAND SETTING VERIFIABLE GOALS(Available as virtual option in February 2010)

Help employees prioritize work and establisha system for the verification of goal achieve-ment.

PERSONAL STRATEGIES FORNAVIGATING CHANGE (Available as virtual option in February 2010)Recognize and work through the stresses and behaviors that rapid change can trigger.

MANAGING YOUR PRIORITIES Manage competing priorities and maintainhigh levels of personal productivity.

Connecting With Others: Listening and Speaking™This workshop helps participants learn howto listen effectively, identify and cultivategood sources of information, and masterthe process of encouraging people to sharetheir knowledge. It also enables employeesto have a positive impact on the organiza-tion by focusing on their presentation skills, regardless of audience size.


MODULE 1: LISTENING IN A HECTICWORLD™Learn to make conscious and deliberatechoices about how to focus your time andattention in order to consistently extractwhat you need from listening situations andopportunities.

Length: 4 hours

MODULE 2: SPEAKING TO INFLUENCEOTHERS™(Available as virtual option in February 2010)

Consider strategies and approaches for ensur-ing that what you say to others has thegreatest possible impact in the most effi-cient way.

Length: 4 hours

Working Through Emotions andConflict™

(Available as virtual option in February 2010)

Unproductive emotions and conflict in the workplace are two major interpersonalinfluences that deplete the energy required to meet goals. This workshop teaches important, effective ways to manage emotions and conflict.

Length: 1-day workshop or available as the individual modules described in the next column.

MODULE 1: ADDRESSING EMOTIONS AT WORK™Discover skills for managing emotions inthe workplace, helping to prevent runawayemotions, and remaining productive andfocused toward organizational goals.

Length: 4 hours

MODULE 2: RESOLVING CONFLICTSWITH YOUR PEERS™(Available as virtual option in February 2010)

Examine a model for the effective manage-ment of conflict—which will result inincreased collaboration, innovation, prob-lem solving, and productivity in the work-place.

Length: 4 hours

WorkSkills: Steps to Your Success®

DEFUSING EMOTIONALLY CHARGEDSITUATIONS(Available as virtual option in March 2010)

Examine the consequences of allowingemotions to negatively affect actions, andlearn techniques for defusing tense situa-tions.

Length: 2 hours

GETTING THE INFORMATION YOUNEED(Available as virtual option in March 2010)

Learn to listen actively, ask clarifying ques-tions, and verify what is heard, especiallywhen taking on a new assignment or beingtrained in a new task.

Length: 2 hours

HELPING YOUR TEAM WORK(Available as virtual option in March 2010)

Understand the power and personal rewardsof teamwork and the habits of effective team players.

Length: 2 hours

MANAGING LIFE OUTSIDE WORK:HANDLING EMERGENCIES ANDRESISTING TEMPTATIONS(Available as virtual option in March 2010)

Identify and develop plans for coping with a range of issues and events that can make it hard to meet an employer’s minimumrequirements.

Length: 2 hours

POSITIVE RESPONSES TO CHANGE

(Available as virtual option in March 2010)

Discover positive and flexible responses to change that improve long-term success in the organization.

Length: 2 hours

SPEAKING WITH CONFIDENCE(Available as virtual option in March 2010)

Explore a simple process for expressingideas and information, and learn to over-come nervousness and other potential barriers to effective communication.

Length: 2 hours

WHAT IT TAKES TO SUCCEED: THEBASIC PRINCIPLES(Available as virtual option in March 2010)

Learn minimal expectations of the work-place, as well as broad guidelines for day-to-day interactions with others.

Length: 2 hours

The Basic PrinciplesThe Basic Principles is a set of behaviors that help individuals at every levelof an organization work more effectively with others. When leaders use TheBasic Principles, they create a collaborative climate in which everyone is ableto cooperate, share ideas, and work together for a common purpose.

1. Focus on the situation, issue or behavior, not on the person.

2. Maintain the self-confidence and self-esteem of others.

3. Maintain constructive relationships.

4. Take initiative to make things better.

5. Lead by example.

6. Think beyond the moment.

6

Customer ServiceYour ability to acquire and retain customers is vital to your or ga ni za tion’slong-term suc cess. You need an un con di tion al or ga ni za tion-wide com mit -ment to stellar service.

Your people require the specific knowledge, skills, and behaviors customersnotice, appreciate, come back for, and tell their friends about. Every employee in your organization, at all levels and across all functions, needsskills that help:• Encourage repeat and increased business by promoting an emotional

attachment to your brand.• Transform first-time purchasers—as well as your regulars—into life-

time advocates.• Differentiate yourself in a highly competitive market.• Ensure your employees are champions of your organization.• Go beyond customer satisfaction by managing customer experiences

with efficiency and care.• Build internal relationships that increase productivity and reduce

turnover.

AchieveGlobal’s cus tom er service train ing programs and con sult ing ser vic es provide those skills.

Unparalleled com-

petitive advantage

through customer

loyalty

Achieving Stellar Service® Experiences

Achieving Stellar Service® Experiences is a comprehensive training system designedto provide a range of critical service skillsvital to customer satisfaction and loyaltyand to organizational success.

The system’s modular design allows participants to learn a range of skills—foundational, situational, incremental,supportive, organizational, and strate-gic—in the most effective and efficientway possible. The five workshops in thesystem build on one another to offertraining solutions at every level, thusaligning service strategies with servicebehaviors throughout an organization.

DEFINEExecutives

Service Strategy


Resources

Leading for Leading for Stellar ServiceStellar Service®

Reaching for Reaching for Stellar ServiceStellar Service®: Coach’s VersionCoach’s VersionDeveloping Others for Developing Others for Stellar ServiceStellar Service®

Coaching for Coaching for Stellar ServiceStellar Service® SupportiveSupportive

OrganizationalOrganizational

Giving Constructive Feedback for Giving Constructive Feedback for Stellar ServiceStellar Service® Recognizing Others for Recognizing Others for Stellar ServiceStellar Service®

Reaching for Reaching for Stellar ServiceStellar Service®

Caring for CustomersCaring for Customers® Healing Customer RelationshipsHealing Customer Relationships®Dazzling Your CustomersDazzling Your Customers®

Creating Stellar Customer RelationsCreating Stellar Customer Relations® Meeting the Challenge of Meeting the Challenge of Stellar ServiceStellar Service® SituationalSituationalFoundationalFoundational

Guiding Customer ConversationsGuiding Customer Conversations®

Guiding Customer ConversationsGuiding Customer Conversations® Expanding Customer RelationshipsExpanding Customer RelationshipsTMTM

Teaming Up for Seamless ServiceTeaming Up for Seamless Service® Serving a World of CustomersServing a World of Customers®

DEVELOPManagers

Individual Employees

DELIVERAll Employees

Stellar Service



Selling Through Selling Through Stellar ServiceStellar Service® IncrementalIncremental

7

DefineExecutives DEFINE Service StrategyTraining provides knowledge and skills thatare critical to achieving business results. Anorganization’s success increases when topleaders and employees:

• Know where the organization is going.

• See a compelling reason for change.

• Understand the benefits to themselves and the organization.

• Experience opportunity and support for using those skills from training.

AchieveGlobal’s consultants work with theexecutive level of your organization to ensureyour customer service solution effectivelyachieves lasting results—for your customers and your organization. Because your situationis unique, we tailor our approach, leveragingyour strengths and addressing the criticalissues.

DirectManagers DIRECT Resources

Leading for Stellar Service®

This workshop is an organizational programdesigned for senior managers. It helps themtranslate strategy into actual plans, tools, andstandards. It also includes foundational serv-ice concepts from a senior manager’s per-spective. Organizational—skills, knowledge, andattitudes that help leaders direct the human,financial, and other resources of an organizationtoward successful delivery of desired behaviors.

Audience: Managers

Length: 2-day workshop (not available as modules)

DevelopManagers DEVELOP IndividualEmployees

Coaching for Stellar Service®

Develop empowerment, feedback, and performance recognition skills from a serv-ice coach’s perspective. Supportive—skills,knowledge, and attitudes that help coachesdevelop the desired behaviors in individuals.

Audience: Service coaches

Length: 2-day workshop or available as the following individual modules

MODULE 1: REACHING FOR STELLARSERVICE®: COACH’S VERSIONUnderstand the big picture and the role ofthe service coach in delivering stellar service.

Length: 4 hours

MODULE 2: DEVELOPING OTHERS FORSTELLAR SERVICE®

Discover skills for developing others, helpingthem expand their capabilities so they willhave the confidence to take on new chal-lenges and work more independently.

Length: 4 hours

MODULE 3: GIVING CONSTRUCTIVEFEEDBACK FOR STELLAR SERVICE®

Learn skills to give constructive feedback in away that builds openness and mutual respect,and promotes problem solving and learning.

Length: 4 hours

MODULE 4: RECOGNIZING OTHERSFOR STELLAR SERVICE®

Provide meaningful recognition for large and small efforts in order to encourage oth-ers and focus on the organization’s goals of stellar service.

Length: 4 hours

DeliverAll Employees DELIVER Stellar Service

Creating Stellar Customer Relations®

This workshop provides skills for developingthe service mindset and behaviors that createloyalty among internal and external cus-tomers. Foundational—core skills, knowledge,and attitudes every individual should have.

Audience: All employees


MODULE 1: REACHING FOR STELLAR SERVICE®

Understand the big picture and the role of the individual employee in delivering stellarservice.

Length: 4 hours

MODULE 2: CARING FOR CUSTOMERS®

Provide friendly, caring service that meetsthe needs of customers on the human level.

Length: 4 hours

MODULE 3: HEALING CUSTOMERRELATIONSHIPS®

Develop skills that will help individualemployees serve customers who are angry orupset, especially after a service breakdown.

Length: 4 hours

MODULE 4: DAZZLING YOURCUSTOMERS®

Master the art of surprising customers withpleasing extras—creatively and cost-effec-tively.

Length: 4 hours

Meeting the Challenge of Stellar Service®

This workshop helps frontline serviceproviders master three important challengesof delivering stellar service. Situational—skills, knowledge, and attitudes that extend fromthe foundation to enable successful delivery ofdesired behaviors despite the uniqueness of certainsituations.



MODULE 1: GUIDING CUSTOMERCONVERSATIONS®

Manage the four common parts of a cus-tomer interaction. Ensure each customerreceives complete, reliable service by actingas the expert guide.

Length: 8 hours

MODULE 2: SERVING A WORLD OFCUSTOMERS®

Provide respectful service tailored to cus-tomers’ unique needs: physical ability, lan-guage ability, culturally dictated expectations,and familiarity with technology.

Length: 4 hours

MODULE 3: TEAMING UP FORSEAMLESS SERVICE®

Provide seamless service to customers by in-creasing collaboration with fellow employees.Remove barriers to smooth working relation-ships.

Length: 4 hours

Selling Through Stellar Service®

This workshop provides your employeeswith a proven Need Satisfaction Sellingprocess. The training uses language and con-text appropriate for those who often feel thatthey’re not really salespeople. The skills helporganizations to both save money by solvingproblems better and faster, and to makemoney through cross-selling and up-selling.Incremental—Skills, knowledge, and attitudesthat help all employees expand customer relation-ships through selling additional needed productsand services.


Length: 1 Q days

MODULE 1: GUIDING CUSTOMERCONVERSATIONS®

Manage the four common parts of a cus-tomer interaction. Ensure each customerreceives complete, reliable service by actingas the expert guide.

Length: 8 hours

MODULE 2: EXPANDING CUSTOMERRELATIONSHIPS™Expand the customer’s business relationship by identifying and satisfying additional customer needs.

Length: 4 hours (participants completeGuiding Customer Conversations® as a prerequi-site)

8

Sales EffectivenessThe unique nature of a cus tom er re lation ship en sures it’s the one thing your com pe ti tion can’t du pli cate. Top-per form ing or ga ni za tions never leave thiscritical re la tion ship to chance.

To max i mize pen e tra tion of new and existing markets, your sales peo ple needmuch more than selling skills. They need consulting skills. They need problem-solving skills. They need ne go ti at ing skills. They need relationship-buildingskills. Skills that help them:• Expand to, and win in, new markets.• Rise above the competition.• Reduce the cost of sale.• Build and maintain customer relationships.

AchieveGlobal’s sales performance training programs and con sult ing ser vic es provide those skills and ensure your sales strategy is aligned with your organizational strategy.

Unwavering focus on

acquiring customers

and building long-

term, mutually

profitable customer

relationships

Achieving Superior Sales Performance®

Achieving Superior SalesPerformance® provides a systemicapproach to building your sales organization and increasing effectiveness at every level.AchieveGlobal approaches the organi-zation at four management levels,each requiring different developmentneeds. The levels are then dividedinto skill areas, each containing one or more training modules.

DEFINEExecutives

Sales Strategy


Resources

DEVELOP Sales Managers

Salespeople



Leading for Leading for Stellar ServiceStellar Service® Bridging Strategy to OutcomesBridging Strategy to Outcomes®

Professional Sales CoachingProfessional Sales CoachingTM TM

Accelerating Team ProductivityAccelerating Team ProductivityTMTM Maximizing Your Supervisory PotentialMaximizing Your Supervisory PotentialTMTMManaging the Performance of OthersManaging the Performance of OthersTMTM

Facilitating for ResultsFacilitating for Results®

DELIVEROrganizational Results

All Employees

Professional Selling SkillsProfessional Selling Skills® Winning Account StrategiesWinning Account StrategiesTMTM

Professional Sales NegotiationsProfessional Sales Negotiations® ® Professional Teleselling SkillsProfessional Teleselling SkillsTM TM Professional Selling SkillsProfessional Selling Skills® RX Winning Account StrategiesWinning Account StrategiesTMTM

Creating Stellar Customer RelationsCreating Stellar Customer Relations® Problem-Solving ResultsProblem-Solving ResultsTMTMManaging Your PrioritiesManaging Your PrioritiesTMTM Selling in a Competitive WorldSelling in a Competitive WorldTMTM Selling Through Stellar ServiceSelling Through Stellar Service® Professional Sales PresentationsProfessional Sales PresentationsTMTM Connecting With OthersConnecting With OthersTMTM

Building Trust Under Pressure: The Basic PrinciplesBuilding Trust Under Pressure: The Basic Principles™ Profiles in Genuine LeadershipProfiles in Genuine Leadership™



9

DefineExecutives DEFINE Sales Strategy

Sales Strategy AlignmentStrategy owners need to ensure that the salesstrategy is clearly understood and consistentlyexecuted by everyone in the organization.How do sales force automation, performancemanagement, compensation, development,selection, and other key processes and systemshelp support achievement of the strategy?

AchieveGlobal’s consultants work with theexecutive level of your organization to ensurethat your sales solution effectively achieveslasting results—for your customers and foryour organization. Because your situation isunique, we tailor our approach, leveragingyour strengths and addressing the criticalissues.

DirectManagers DIRECT Resources

Sales Process DefinitionStrategy owners need to look closely at theorganization’s processes for creating anddeepening relationships with customers andensure they are defined and communicated.They should also be in alignment with thekinds of relationships desired.

SALES PERFORMANCE PROCESSMAPPING™Develop a sales process map—including keyactivities, critical tasks, and performance measures—that provides a consistent model for business development and for setting performance expectations.

Audience: Executives & senior leaders

Length: Varies

LEADING FOR STELLAR SERVICE®

This workshop is an organizational programdesigned for senior managers. It helps themtranslate strategy into actual plans, tools, andstandards. It also includes foundational serv-ice concepts from a senior manager’s perspec-tive. Organizational—skills, knowledge, and atti-tudes that help leaders direct the human, financial,and other resources of an organization toward suc-cessful delivery of desired behaviors.

Audience: Managers

Length: 2-day workshop (not available as modules)

Executive CommunicationsLeaders in the organization must use inter-personal skills with their reports as well aswith employees of other levels in order toensure that the strategy can and will be exe-cuted in the field. This involves the ability tosift organizational noise, create line of sight,and lobby for outcomes.

BRIDGING STRATEGY TO OUTCOMES®

Master and apply key interpersonal skills,fine-tuned and framed for this senior salesaudience:

• Seek out, clarify, and confirm ideas and information.

• Describe organizational issues and strategy in a compelling way.

• Recognize the challenges and benefits of giving constructive feedback.

• Focus individual action on issues through feedback.

• Explore useful ideas for turning strategies into action.

• Lobby for the support and resources youneed to address key organizational issues.

Audience: Leaders of other sales leaders

Length: 2 days

DevelopSales Managers DEVELOP Salespeople,Territories, and Business

Leading PerformanceSales managers are responsible for developingthe individuals on their teams to make surethat they will be capable of achieving andmaintaining the desired customer relation-ships. Managers need collaborative coachingskills and tools in order to properly assess and develop their people on an ongoing basis.

PROFESSIONAL SALES COACHING™Apply a conceptual framework, communica-tion skills, and planning tools to create high-performance sales teams through coaching.

Audience: Sales managers and coaches

Length: 2 days

MANAGING THE PERFORMANCE OF OTHERS™Ensure that salesperson performance alignswith the direction and strategy of the organi-zation. Prepare for and conduct differenttypes of performance-related discussions.(See page 6 for additional details.)


Length: 2 days

Team LeadershipSales managers must be able to effectivelymanage teams of salespeople, ensuring collab-oration and communication, and building consensus while eliminating non-productiveteam behaviors such as groupthink.

ACCELERATING TEAMPRODUCTIVITY™Focus your sales team on key results and out-puts, and build energy and momentumtoward achieving goals. (See page 6 for addi-tional details.)

Audience: Sales team leaders

Length: 2 days

MAXIMIZING YOUR SUPERVISORYPOTENTIAL™As a result of the business environment inwhich they operate, new—and eventenured—sales supervisors frequently findthemselves performing an awkward anduncomfortable organizational balancing act.This workshop helps leaders strive to balancebetween multiple elements of their jobresponsibilities.


Length: 1 day

FACILITATING FOR RESULTS™Develop skills to conduct productive, results-oriented meetings, no matter how complex the issue or diverse the group.


Length: 8-12 hours

DeliverAll Employees DELIVER OrganizationalResults

Account ManagementSalespeople need skills to help them deliveron the long-term component of selling—theskills which help build relationships fromsales call to sales call and guide customers andprospects through the sales cycle. Thisrequires understanding clients’ market strate-gy and business issues, their personal needsand their future directions, as well as accountmapping, post-sale service, and ongoing sup-port.

WINNING ACCOUNT STRATEGIES™Learn a five-step strategy for maximizing sales opportunities and relationships within key accounts.

Audience: Experienced salespeople and their managers

Length: 2 days

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CREATING STELLAR CUSTOMER RELATIONS®

This workshop provides skills for developingthe service mindset and behaviors that createcustomer loyalty, even after service failures.Foundational—core skills, knowledge, and atti-tudes every individual should have.



Sales Call ManagementSalespeople require skills and processes thateffectively and efficiently conduct sales callsresulting in an informed, mutually beneficialdecision. Salespeople need to master informa-tion exchange, resolving customer concerns,and negotiating in order to succeed in theirsales conversations.

PROFESSIONAL SELLING SKILLS®

Become a consultative problem-solver inface-to-face sales situations, and take cus-tomers through the steps of the sales cycle.

Audience: New and experienced sales professionals

Length: 3 days

PROFESSIONAL SELLING SKILLS® ONLINEExperience a technology-based alternative toAchieveGlobal’s powerful Professional SellingSkills® classroom training for face-to-face sell-ing. Benefit from an interactive platform thatequips you with the skills needed to developlasting, mutually beneficial customer relation-ships.


Length: 4 hours online, plus 1–2 day follow-up workshop

PROFESSIONAL SELLING SKILLS® RxIncrease sales to demanding and time-stretched medical professionals using a powerful, consultative pharmaceutical-specif-ic approach.

Audience: New and experienced sales profes-sionals and their marketing and support staffs

Length: 1–3 days

PROFESSIONAL TELESELLING SKILLS™Close the sale through scripted or unscriptedphone conversations, and build customerrelationships that instill confidence in theirdecision to do business with the salespersonand the organization.

Audience: Telephone sales professionals

Length: 2 days

Advanced Selling TechniquesSalespeople can enhance their consultativeselling skills, earning more results by everysales interaction by focusing on negotia-tions, presentation skills, and competitiveanalysis, as well as shortening sales cycles andimproving client relationships.

PROFESSIONAL SALESNEGOTIATIONS™Negotiate mutually satisfying agreementswith customers, and understand how andwhen to negotiate effectively.

Audience: Experienced sales professionalsand sales managers

Length: 2 days

SELLING IN A COMPETITIVE WORLD™(Available as virtual option in March 2010)

Learn how to assess your competition andapply insight to create advantages during sales conversations.

Audience: Experienced sales professionals and managers

Length: 2 days

Prerequisite: Professional Selling Skills®

PROFESSIONAL SALES PRESENTA-TIONS™Learn how to organize, prepare, and deliver asales presentation to any size group. Practiceeffective verbal and nonverbal skills. Mastersupport materials of any type, includingPower-Point slides, product samples, and/orhandouts.


Length: 2 days

Market ManagementSalespeople utilize skills and processes in thisarea to focus on facilitating sales conversationsthrough managing time, territories, andprospecting efforts in order to operate effi-ciently and keep a full pipeline of opportunity.

PROFESSIONAL PROSPECTINGSKILLS™Benefit from new ways to efficiently andeffectively initiate new business relationshipsthrough prospecting. Learn a three-phaseapproach to prospecting: Prepare, Contact, and Assess.

Audience: Salespeople and their managers

Length: 2 days

Personal LeadershipSalespeople must be able to conduct theiractivities as efficiently as possible by concen-trating on improving their productivity andoperating seamlessly with (and influencing)other members of their organization.

Building Trust Under Pressure: The Basic Principles™Learn a universal set of leadership guide-lines that helps transform individuals intogenuine leaders. Examine how you canapply the principles in a way that enablesyou to be more efficient, effective, and pro-ductive in your job.


Length: 4 hours

PROFILES IN GENUINE LEADERSHIPThe core of this program is focused on theLeadership Profile, a self-assessment thatmeasures each participant’s performance in sixleadership. Participants are not only drivento analyze and celebrate their leadershipassets, but they also are encouraged to con-sider and develop their blind spots andopportunities for improvement. They then arepresented with actionable strategies to opti-mize the specific structure of their profiles.

Length: 4 hours

CONNECTING WITH OTHERS:LISTENING AND SPEAKING™Learn new ways to listen effectively, identify,and cultivate good sources of information, and master the process of encouraging peopleto share their knowledge. Focus on your pres-entation skills regardless of audience size. (See page 7 for additional details.)


Length: 1 day

MANAGING YOUR PRIORITIESManage competing priorities and maintainhigh levels of personal productivity.


Length: 4 hours

PROBLEM-SOLVING RESULTS:SOLUTIONS, IMPROVEMENTS, AND INNOVATIONS™Learn how to find appropriate problem solutions and the energy to implement them. (See page 6 for additional details.)


Length: 2 days

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Trainer ExcellenceTrainers have it tough these days. They need the skills and confidence to create top-notch classroom experiences that lead to bottom-line results.

Employees are often skeptical about being pulled away from their jobs to attend training.Many arrive at the training class with preconceived ideas about the program being a wasteof time, boring, and not applicable to their jobs.

How do you turn negative perceptions into positive enthusiasm at the classroom door? Andhow do you deliver necessary training content in a way that’s fun and interesting to learn?

Achieving Trainer ExcellenceTM, a comprehensive trainer development workshop, could beyour answer.

Helping training

professionals

become best-in-

class strategic

partners

Achieving Trainer Excellence™This highly interactive workshop focuseson key skill areas critical to being a best-in-class trainer. Participants learn a varietyof proven techniques guaranteed toenhance both their presentation style andtheir leadership ability. Achieving TrainerExcellence™ combines two programs—Adult Learning Techniques™ and TrainingCompetency Demonstration™—to give par-ticipants new skills to make a permanentpart of their trainer toolbox.

Audience: New or semi-experiencedtrainers who want to gain a better under-standing of how adults learn, to practicewith and be coached by an expert trainer,and to improve their ability to changelearner behavior.

ADULT LEARNING TECHNIQUES™Develop and fine-tune the skills neededto deliver training:

• Describe how a model for effective learning achieves intended learning outcomes.

• Identify how five critical learning experiences contribute to adult learning.

• Use your understanding of activity design to select the best trainer role(s) and level of involvement.

• Link behaviors and attitudes to deliberately and consistently fulfill each trainer role.

• Apply your knowledge of learning preferences to maximize learner engagement.

• Understand the types of feedback and demonstrate the skills of reinforcing performance.

• Apply a variety of techniques to start, expand, or limit discussions.

• Identify and categorize challenging behaviors by participants, and select appropriate techniques to maintain participant involvement in the training session.

Length: 1 day

TRAINING COMPETENCYDEMONSTRATION™Create a better learning experience forparticipants by:

• Applying “Ten Key Skills for Trainers” (that you can also teach to others in your organization):

1. Making and using charts 2. Using the training room as a tool3. Using media and materials4. Enhancing professional presence5. Opening and closing the

training session6. Linking training to business issues7. Using stories and humor8. Brainstorming9. Facilitating a skills practice

10. Managing time in the training room

• Giving and receiving feedback using a set of proven criteria

• Identifying necessary implementation activities

• Applying specific coaching given by an expert trainer who observed you delivering multiple times during the program

• In every way, deliver a better learning experience for participants

Length: 2 days

Interested in BecomingCertified?

Achieving Trainer Excellence™

completes the learning outcomes of oone step (“Learnuniversal training skills”) in theprocess to become certified tolead AchieveGlobal sales, customer service, or leadershiptraining. For information onthe other required steps tobecome certified, please contact your AchieveGlobalsales representative.

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Customization and TailoringThe programs highlighted in this guide were developed and tested to

work in a broad range of industries and contexts. Our discovery-

and activity-based design ensures the standard activities, exercises,

practices, and role plays aren’t just customized for your organization;

they are customized for each specific learner. Learners choose to

work out challenges and situations unique to them, and these real-life

examples are built in at no additional cost. If you want to formally

customize the product to include company-specific role plays, policies

or goals, please contact your account executive.

Measurement and EvaluationAchieveGlobal and KnowledgeAdvisors—leading experts in theirrespective fields of training and measurement—have partnered togive AchieveGlobal customers the answers they need on the ROI oftheir learning programs. Together they offer a powerful blend that notonly improves employee performance and business results but alsoprovides solid evidence that it’s working.

No more assuming that employees are using their new skills, hopingfor improved business results or wondering if the overall training ini-tiative was worthwhile. With two levels of measurement built directlyinto every AchieveGlobal learning solution—at no extra cost to you—concrete documentation of impressive results is available throughKnowledge Advisors, almost immediately after the training ends.

Level I and Level II measurement is conveniently integrated into every AchieveGlobal learning solution. More comprehensiveand extensive analysis, evaluation, and measurement—includingcustom initiatives based on your organization’s needs and goals—is available separately.

Reinforcement and Follow-UpOur classroom-based workshops and modules include a variety of

skills practice. Even so, many organizations recognize the value of

additional practice opportunities after some on-the-job application.

For the majority of AchieveGlobal programs, we offer a Skills

Practice session facilitator guide—a fully scripted lesson plan for a

repeatable, classroom-based, one-hour follow-up skills practice session.

In addition, each guide includes tips and best practices on how to

conduct skills practice sessions using collaborative software.

Printed in the facilitator guide for each workbook and module are

reinforcement tools such as self-surveys, follow-up messages, and

engaging challenges. These tools can be photocopied and distributed

to learners after training on a weekly or monthly basis to help keep

the concepts and skills fresh in the participants’ minds. Facilitators

can also go to www.achieveglobal.com and download electronic

versions (using the Adobe® Acrobat® PDF format), which can be

incorporated into e-mails to learners. The license for using these

tools is included in the classroom participant fee.

For organizations that want more robust reinforcement, self-paced,

interactive, Web-based modules of our programs are perfect for

just-in-time reinforcement and reference by learners long after they’ve

completed classroom training. Technical specifications for these

modules are posted on www.achieveglobal.com. For a full list of

available modules, please contact your AchieveGlobal representative.

Delivery OptionsAchieveGlobal Training Performance ConsultantsAchieveGlobal’s expert team of trainers can deliver our programs

on-site at your organization. They have a wealth of experience, working

and training in every industry and helping to develop individuals at

all levels in an organization.

CertificationFacilitators within your organization can also be certified to deliver

AchieveGlobal programs. The certification process reviews content

knowledge, curriculum design, and delivery techniques, preparing

participants to confidently lead sessions back at their organization.

Virtual LearningMany of the components of our learning systems are available

through Web-based delivery options. AchieveGlobal has taken our

award-winning, research-based classroom solutions and applied

best practices for virtual delivery, allowing us to offer flexible

solutions to meet the needs to reduce travel, minimize the time

in the classroom, and reach disperse audiences.

Solutions are available for delivery by AchieveGlobal certified

trainers, or we are prepared to certify your trainers to deliver

effective virtual sessions. Please contact your sales representative

to determine what blend of classroom and eLearning is ideal for

your specific implementation.

13

AchieveGlobal has

established a solid reputation

for delivering results to its

customers.

14

EVERY BUSINESS CHALLENGE IS A COMMUNICATION CHALLENGE

NEW FOR 2013 Presenting with Tablets

High-Performance CommunicationWe understand the needs of organizational leaders like you.

Your business is a unique mix of people, products, customers, markets, suppliers, physical assets – and challenges. Communispond can help your com-pany meet the communication challenges posed in situations, such as:

Launching a Product. Your people need to posi-tion and represent the product, showing customers how it meets their needs.

Delivering Difficult News. A bad quarter, a layoff, a reduction in benefits, a merger – these events require framing the message carefully and delivering it credibly.

Developing Leaders. The next generation of leaders must have the ability to communicate with confidence and clarity – and they need to learn these skills quickly.

Selling. Matching the customer’s needs with the value of your products and services takes excellent questioning, dialogue, and presentation skills.

Building Investor Confidence. A clear, consistent message delivered by every level of your organiza-tion must go along with your company’s financial performance.

Let Communispond show you the benefits of high-performance communication!

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Focus on Communication SkillsSince 1969, Communispond has focused on providing superior communications skills training and coaching. We are the recog-nized communications skills experts. Whether communicating formally or informally, communication is the key to success. Many of America’s largest corporations have worked with us for decades to ensure they are represented with power and clarity.

SolutionsCommunispond delivers skills based programs on critical com-munication areas including presenting, selling, business writing, influencing, and conducting virtual meetings. Every program is designed to teach proven, practical skills that can be used im-mediately. Programs are delivered by highly experienced faculty, most of whom have senior management experience themselves. Each participant leaves our programs with support materials, job aids, and access to online reinforcement content.

FacultyOur faculty averages over 15 year’s tenure with Communispond and 25 years of industry experience. Many have held executive positions in America’s leading corporations. Each instructor is cer-tified by Communispond in the programs they facilitate to ensure consistent, high quality delivery.

Executive Communication CoachingOne-on-one executive communication coaching is available for senior professionals requiring executive presence. Our expert coaches have worked with senior executives from many Fortune 500 companies. Whether preparing for a specific event, or developing overall communication skills, we can help.

International CapabilitiesWe have locations in North and South America, Europe (serving EMEA), Asia, and Australia. We serve every major market around the world. We can deliver any program consistently with our trademark superior quality. Delivery languages include English, Spanish, French, Portuguese, Japanese, Korean, Mandarin, Cantonese, Vietnamese, Indonesian, and Hindi.

Informational WebinarsMonthly free webinars provide tips and techniques of various subjects including:

Instructional Web Seminar SeriesThe virtual world holds unique challenges for presenters and meet-ing facilitators. Our webinars are led by industry experts and teach best practices and communication skills for working in a virtual world. They can be offered privately to your internal audience.

Public SessionsCommunispond offers Executive Presentation Skills programs every month around the country. This 2 day program provides comprehensive skills based training on how to create and deliver powerful, effective presentations.

CustomizationCommunispond can customize any of our programs or create new skills to meet your organizations specific requirements.

Reinforcement and Post Session SupportLearnTOTM LibraryThe LearnTO Library is a collection of over 45 brief mobile mo-bile/online demand library that reinforce and extend the learning that takes place in our classroom programs. LearnTO can be accessed on the web and via smartphones anywhere, anytime. While we believe the skills we teach are best learned in a class-room environment, they can be effectively reinforced with online content. Learn more, and sign up for a free trial today at www.cslearnto.com.

Weekly eNewslettersComplimentary eNewsletters expand on our classroom content. The Echo delivers insightful presentation tips to your inbox. The Connection provides tips for sales professionals that help hone their sales skills. The emphasis is on brief, practical informa-tion that can be used immediately to be more effective. Anyone can sign up at http://www.communispond.com/modules/insights/enewsletters.aspx

Mastery Checklists & Job AidsOngoing development of newly learned behaviors is reinforced by individual assessments. Mastery Checklists evaluate each participant’s use of observable skills learned in our classroom programs. Our curriculum includes job aids such as laminated tip sheets and planning sheets that help participants when practicing and planning their work.

Case Studies and ArticlesCommunispond regularly publishes case studies and articles that provide additional information to help you communicate in your complex world. They are available at www.communispond.com.

Trainer CertificationCommunispond offers cost-effective alternatives for organiza-tions with large populations to train in one of our programs. With a certified Communispond trainer in-house your company can train whomever you want whenever you want.

Social MediaYou can follow Communispond on Facebook, Twitter, Linkedin and our blog at www.communispond.com.

Why Communispond?

16

EXECUTIVE PRESENTATION SKILLSCharisma. Presence. Persuasiveness.

These are almost indefinable qualities that seem to radiate magically from an effective public speaker. For centuries, philosophers have discussed exactly what these qualities are.

them because you can learn the behaviors that cre-ate them. That’s the concept at the core of Execu-tive Presentation Skills. Forget the philosophy. When you demonstrate the behaviors of an effective public speaker, you are an effective public speaker.

In our two-day program, you will learn both how to organize a presentation persuasively, and how to deliver to move an audience—large or small.

CREATING MEMORABLE PRESENTATIONSThe Ability To Create Well-Organized, Powerful Presentations is Highly Prized

A memorable presentation demonstrates the clear thinking and organizational skills of its creator. Don’t think that’s you? You’ll be pleasantly surprised to discover it can be. During the Creating Memorable Presentations program, learn simple techniques that will enable you to translate your ideas into our one-day program, you will learn how to put together a presentation that will have maximum impact.

DELIVERING MEMORABLE PRESENTATIONSDeliver Any Presentation with Authority and Confidence

Do you envy the presenters who deliver their messages with cool confidence? Do you think those people are born with that talent? Those are learned skills, and you, too, can acquire them. What you learn in this program will enable you to make a powerful impact on your listeners every time you are in front of a group.

MASTERING INTERPERSONAL COMMUNICATIONThe Modern World’s Emphasis On Self-Expression…

…often means that much of what passes for communi-cation is simply someone stating their own opinion. Or worse yet, argument. While it may be entertaining, it’s rarely productive. True communication occurs when the people work together to achieve clarity, whether their goal is exchanging information, generating ideas, or resolving a problem.

In a single, intensive day, you’ll learn to use a six-step model for achieving your communication goals through productive dialogue.

Communispond can customize any of our programs or create new skills to meet your organizations specific requirements.

Our Offerings

PERSUASIVE DIALOGUEIn Any Organization, There Are Always A Few People Who Seem To Influence Everyone Else…

…independent of job title, position, or authority. Theseare the influential people with a knack for persuasion.

-sive? Successful persuaders are those who understand the viewpoints of others and then use that information to clearly present their own. You can master these and other skills that will make you both persuasive and influ-ential. In two intensive days, you’ll learn to use a six-step dialogue process for comfortably and effectively persuading others.

WRITE UP FRONTNo One Is Born Knowing How To Write Effectively…

… but all successful leaders must master the skill.Thanks largely to technology, we are sending more information in writing than ever before.

To write effectively, you must understand your readers, define your purpose and outcome, develop a strategy, use the appropriate tone and style, and edit and proof your messages. These steps are the “secret” to writing clear and effective business documents—from emails to procedures, from reports to instructions. In a single, intensive day, you’ll learn all the skills associated with each of the five critical steps to effective business writing.

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