intercultural and programme directory communication … · contents introduction to intercultural...

Programme Directory Intercultural andCommunication Skills

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“Great training programmewhich focused well on myneed for more knowledgeabout Chinese businessculture.”

Manager, Tesco

“The trainer knew thesubject matter intimatelywith very relevantexperience as he hadoperated at a very highlevel in India.”

Head of Career Development, Rolls Royce

“The trainer was excellent.Experience and knowledgeclearly came through.Positioned perfectly.”

Senior Partner, KPMG

“Brilliant trainer withfascinating anecdotalexperience.”

Learning and DevelopmentManager, Nomura

“I found the EffectiveBusiness Writing coursebeneficial because itallowed me to learn howto plan my drafting, andhow to develop a clear,concise and accuratewriting. Only a few daysafter the course, my linemanager congratulatedme on the improvements Ihad made.”

Diplomat, Foreign &Commonwealth Office

what our clientssay...

ContentsINTRODUCTION TO INTERCULTURAL AND COMMUNICATIONS SKILLS PUBLIC PROGRAMMES 3-4

COUNTRY SPECIFIC PROGRAMMES 5-10

DOING BUSINESS IN CHINA 5

DOING BUSINESS IN INDIA 6

DOING BUSINESS IN JAPAN 7

DOING BUSINESS IN BRAZIL 8

(NEW) WORKING EFFECTIVELY WITH THE BRITISH 9

DOING BUSINESS IN THE MIDDLE EAST 10

INTERNATIONAL BUSINESS PROGRAMMES 11-14

WORKING EFFECTIVELY ACROSS CULTURES 11

(NEW) GLOBAL VIRTUAL WORKING 12

MANAGING INTERNATIONAL TEAMS 13

MANAGING GLOBAL TALENT 14

COMMUNICATION SKILLS PROGRAMMES 15-23

EFFECTIVE BUSINESS WRITING 15

WRITING WITH IMPACT 16

PROFESSIONAL EMAIL WRITING 17

GRAMMAR AND PUNCTUATION FOR BUSINESS COMMUNICATION 18

EFFECTIVE PROPOSAL WRITING 19

INFLUENCING AND NEGOTIATING SKILLS 20

(NEW) MANAGING CHALLENGING SITUATIONS 21

PRESENTING WITH IMPACT 22

COMMUNICATING WITH IMPACT 23

CASE STUDIES 24-25

TRAINER PROFILES 26

OTHER SERVICES 27

2014 PUBLIC PROGRAMME SCHEDULE 28

TERMS AND CONDITIONS 29

CommunicaidWe assist the world’s leadingorganisations to mitigate the risksand maximise the opportunities ofworking in a complex and ever-changing internationalenvironment.

Culture and CommunicationSkills Consultancy

Experience

Communicaid offers you unrivalledexperience in intercultural andcommunication skills training andconsultancy. Our ability to offer apersonalised solution, combined with aglobal reach, allows us to count many ofthe world’s leading organisations amongour clients.

Innovation

Client-led solutions together withcontinuous improvement and programmeinnovation guarantee you the most up-to-date approach and training.

Impact

Using a unique 3-step approach of:

1) Diagnostic Consultancy2) Programme Design3) Impact Management

We design and deliver intercultural andcommunication skills training andconsultancy that deliver tangible, long-term benefits to your organisationand employees.

Our Clients Include

BAE SystemsBarclaysBASFBPBurberryCable & WirelessCadburyDeutsche BankExxonMobilEBRDGlaxoSmithKlineHSBCKPMGL’OréalM&SNomuraOrangeRolls RoyceSantanderStandard and Poor’sTescoVodafone

3 T: +44 (0)203 370 8580 E: [email protected] W: www.communicaid.com

4

Communicaid is delighted to announce our 2014intercultural and communication skills publicprogrammes. We have included many previousfavourites as well as exciting new programmesin response to feedback from our clients.

These public programmes offer you theopportunity to get to grips with many of themost important cultural and communicationchallenges affecting international organisations.You will work with expert trainers in a livelyand interactive environment with delegates froma wide range of industries.

New in 2014

• Working Effectively with the British• Global Virtual Working • Managing Challenging Situations

Who Will Benefit?

• Global team managers• Outsourcing professionals• Marketing and sales teams• Operation/Production directors and teams• Global HR, Learning and Development and Talent Managers

• Native and non-native English speakers

Location

All programmes take place at our trainingcentre located in the City of London.

Intercultural Training

Our intercultural programmes enable you toeffectively build long-lasting, profitablerelationships with culturally diverse counterparts.Delivered by expert trainers with extensive first-hand experience in their respective fields, theseprogrammes will assist you to:

• Become more equipped to conductinternational business

• Gain a better insight into the cultural issuesat play when working globally

• Work more effectively when part of ormanaging a multicultural team

Communication Skills Training

Our communication skills programmes supportyou to improve your ability to communicatemore effectively not just with clients but alsowith colleagues, suppliers and other contacts.We offer a range of presenting, interpersonal,negotiating and writing skills programmesaimed at helping you to:

• Achieve the desired positive impact for yourcommunication

• Engage your public and build positiverapport more effectively

• Persuade and build confidence in youraudience

Public Programmes

T: +44 (0)203 370 8580 E: [email protected] W: www.communicaid.com

To book your place or discuss in-companysolutions, please contact our BusinessDevelopment team:

+44 (0)203 370 [email protected]

5

The most populous country in the world,the People’s Republic of China continues to see foreign companies race to invest inits companies and industries. A country ofetiquette and ceremonies, understandingChinese cultural, ethical and businessvalues is paramount for any organisationwishing to conduct business in today'srapidly progressing China.

‘Doing Business in China’ has beendesigned to provide you with thenecessary knowledge to ensure yoursuccess and combines in-depth backgroundinformation with hands-on practical advice.

BenefitsThis programme provides you with:

• A framework for understanding Chinesebusiness culture

• Analysis of cultural values and behaviours prevalent in China

• Discussion of the potential issues involved in establishing business in China

• Practical strategies for working more effectively with Chinese counterparts

Who should attend?Anyone who is:

• Doing business with China• Establishing a network of Chinese suppliers

• Experiencing the challenges of working in China

• Employing Chinese nationals within theirorganisation

Programme content

• China and the Chinese: Confucianism and the Chinese mind; Chinese language or languages?

• Chinese economy: facts and statistics • Working and doing business in China: company structures and key characteristics; etiquette; relationships and ‘Guanxi’; values at work

• Communicating with the Chinese: meeting styles and organisation; Chinese vs. Western communication styles; decision-making process andhow to reach agreement


Doing Business in China

Location, Dates & FeesCommunicaid | London13 February, 3 June and 21 October

Individual Fee: £550 per delegateGroup Booking: £495 per delegate

All sessions are from 10.00 to 17.00with one hour for lunch

Lunch and refreshments included

Please note that local taxes may apply

6

Indian culture is complex, having beenshaped by a variety of influencesranging from Hindu philosophy to Britishcolonialism over thousands of years. Morerecently, spectacular economic growthand the explosion of offshore outsourcingand manufacturing have brought evengreater economic and social changes toIndia and its population.

‘Doing Business in India’ addresses thecultural issues related to working in orwith India and is ideal for professionalswho wish to understand India and itspeople better with the aim of buildingmore successful business relationships.


• A framework for understanding Indian business culture

• Analysis of cultural values and behaviours prevalent in India

• Discussion of the potential issues involved in establishing business in India

• Practical strategies for working more effectively with Indian counterparts


• Outsourcing to India• Doing business with India• Establishing a network of Indian suppliers• Experiencing the challenges of working in India

• Employing Indian nationals within their organisation

Programme content

• India overview: a country of contrasts; historical and political overview; languages in India

• Religions, customs and peoples: Indian identity; religion and its influence; importance of the family; attitudes to and perceptions of foreigners

• The economic and business environment: current economic climate and the big changes of the 90s and 00s; key sectors in India and the growth of consumerism; structure and hierarchy of Indian companies

• Indian working practices: management styles, team working and project planning

• Communication and culture: Indian communication styles; establishing successfulbusiness relationships; approaches to decision-making

Doing Business in India

Location, Dates & FeesCommunicaid | London27 February, 1 May and 25 September






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Japan has a strong sense of hierarchy,honour and etiquette which creates aminefield of potential challenges for manyglobal organisations. UnderstandingJapanese cultural, ethical and businessvalues is paramount to any organisationwishing to conduct business in today'srapidly progressing Japan.

‘Doing Business in Japan’ has beendesigned to provide you with thenecessary knowledge to ensure yoursuccess and combines in-depth backgroundinformation with hands-on practical advice.


• A framework for understanding Japanese business culture

• Analysis of cultural values and behaviours prevalent in Japan

• Discussion of the potential issues involved in establishing business in Japan

• Practical strategies for working more effectively with Japanese counterparts


• Doing business with Japan• Travelling regularly to Japan• Establishing a network of Japanese suppliers• Experiencing the challenges of working in Japan

• Employing Japanese nationals within their organisation

Programme content

• Introduction to Japan: core values and cultural norms; history, society and culture; Japanese economy; Japanese attitudes to the West

• Japanese behaviour: taboos and inappropriate behaviour; social contacts

• Navigating Japanese business culture: Japanese company structure; objectives and values; corporate values; work ethic; key considerations

• Japanese working practices: business leadership; teamwork vs. individualism; upward mobility; business communication styles

• Socialising for business: building relationships• Body language: misunderstandings and how to avoid them


Doing Business in Japan

Location, Dates & FeesCommunicaid | London10 April, 19 June and 16 October





As one of the BRIC countries, Brazil hasexperienced phenomenal growth over thelast decade. Driven in large by its immensenatural resources, this growth has seenBrazil firmly establish itself as a worldeconomic power. As hosts to the 2014World Cup and 2016 Olympics, all eyes willbe on Brazil as it gears up to welcome theworld. There are immense opportunities fororganisations across all sectors who wish todo business with Brazil and benefit fromthis dynamic market.

The challenges of investing and doingbusiness in Brazil should not beunderestimated however, as Brazilians bringdifferent cultural attitudes and values tobusiness. Understanding and preparing forthese differences is key to ensuring long-term success in Brazil. ‘Doing Business inBrazil’ has been developed specifically toassist you and your organisation to bemore effective when doing business withBrazilians by offering you valuablestrategies for successful communication andan increased awareness of the culturalvariables that influence working practices,communication and relationships in Brazil.


• A framework for understanding Brazilianbusiness culture

• An understanding of cultural values andbehaviours prevalent in Brazil

• Greater awareness of potential issuesinvolved in establishing a business inBrazil

• Practical strategies for working moreeffectively with Brazilian counterparts


• Doing business with Brazil• Travelling regularly to Brazil• Investing in or setting up a newsubsidiary in Brazil

• Experiencing the challenges of working inBrazil

• Employing Brazilian nationals within theirorganisation

Programme content

• Understanding Brazil and the Brazilians:historical perspective, geography,economy, people and society

• Cultural attitudes and behaviours:relationship vs. task orientation, statusand hierarchy, gender attitudes, risk andtime

• Working and doing business in Brazil:managing meetings, negotiating in Brazil,attitudes to outsiders/foreigners

• Communication styles: ‘taboo’ conversationsubjects, virtual communication


Doing Business in Brazil

8

Location, Dates & FeesCommunicaid | London26 March, 4 June and 1 October





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The UK is an international hub for commerce,finance and insurance offering flexible labourmarkets, excellent travel links and anunrivalled talent pool. However, working withBritish counterparts can be perplexing for theuninitiated who lack a clear understanding ofthe cultural drivers and norms at play whenworking in the UK.

Working Effectively with the British has beendesigned to provide you with the cultural toolsand knowledge you require to work effectivelywith your British counterparts. You will learnhow to interpret and adapt to the Britishmindset and develop best practice to buildmore effective relationships through a greaterunderstanding of British cultural attitudes andbehaviours.


Working Effectively with the British


• A framework for understanding Britishbusiness culture

• An understanding of cultural values andbehaviours prevalent in the UK and theirimpact on working practices

• Discussion of the potential issues involved inestablishing strong relationships with yourBritish counterparts

• Practical strategies for working moreeffectively with the British


• Working on a project with British colleagues• Establishing a joint venture with Britishpartners

• Working within a British organisation• Regularly required to communicateremotely with British counterparts

Programme content

• Introduction to British culture: regionaldiversity, religion and customs

• Key British cultural values and attitudes inthe workplace: teamwork and personalaccountability, privacy and work-lifebalance and the value placed onsocialising for work

• Working practices in British business:company structure, meeting protocols andetiquette, decision-making, scheduling,planning and deadlines

• Communicating effectively with the British:indirect communication, politeness, levels offormality, low context, non-verbal cues,greetings and small talk, humour, personalspace

• Building effective relationships andestablishing trust with British counterparts

Location, Dates & FeesCommunicaid | London11 March, 10 June and 5 November






Doing Business in the Middle East

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The Middle East is a region with apopulation of 200 million and stillgrowing. It is a significant emergingmarket, not only because of its clearpotential but also because it brings with itlong established links with Asian, formerSoviet and African markets. The shift bycertain Arab countries such as Oman andthe United Arab Emirates to openly courtforeign investment has further encouragedinternational business endeavours.

Like doing business in the West,organisations doing business in the MiddleEast need to understand who they aredealing with – their markets, their clientsand their competition. However, there aremany preconceptions and stereotypes ofthe Middle East that may obscure yourunderstanding of your counterparts’ truevalues, attitudes or motivations.

‘Doing Business in the Middle East’ hasbeen designed to help you prepare foryour dealings in Bahrain, Jordan, Kuwait,Lebanon, Oman, Qatar, Saudi Arabia andthe United Arab Emirates and will provideyou with the necessary knowledge, in-depth background information andhands-on practical advice to ensure yoursuccess in these countries.


• A framework for understanding businessculture in the Middle East

• Analysis of cultural values and behavioursprevalent in the Middle East

• Opportunities to discuss potential issuesinvolved in establishing business in theMiddle East

• Practical strategies for working moreeffectively with counterparts in the MiddleEast


• Setting up business in the Middle East• Travelling regularly to the Middle East • Experiencing the challenges of working withthe Middle East

• Recruiting and employing Middle Easternnationals within their organisation

Programme content

• Breaking down stereotypes and perceptionsof the Middle East

• Key cultural values in the Middle East• Communication styles in the Middle East• Cultural etiquette for both social andprofessional contexts

• Communicating in English in the Middle East• When and how to use written communication• Intercultural competencies for more effectiverelationship building and communication

• Non-verbal communication and listeninghabits

• Dealing with culture clash: what happenswhen different cultures meet

• Developing concrete strategies for moreeffective working in the Middle East

Location, Dates & FeesCommunicaid | London5 February, 21 May, 10 September and 12 November





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When working with counterparts from othercultures you may have been frustrated by thefact that they do things in ways that arefundamentally different to your own. Perhapstheir priorities in the workplace are different toyours or they seem to be sending you mixedmessages. These different cultural attitudesand behaviours are instilled early on in lifeand expressed in the way we behave andinteract. Everything we do is influenced by ourcultural preferences, from the way we standand talk, to the way we deal with superiors,conflict and decision-making. These intuitiveand deeply founded differences can lead tofailed intercultural communication andfaux-pas if they are not correctly understoodor interpreted.

In an increasingly competitive globalmarketplace, being able to work effectivelyacross cultures is no longer a nice-to-have skillbut a key competency for all employees. Thisprogramme will develop your globalcompetence through an increased awarenessof the cultural values, attitudes and behavioursthat impact on the workplace, allowing you tocommunicate more effectively andefficiently across cultures.

BenefitsThis programme will provide you with:

• An understanding of underlying cultural attitudes,values and behaviours and their impact on theworkplace

• An increased awareness of your owncommunication style and working preferences andhow these impact counterparts from other cultures

• An awareness of key global competencies youneed to focus on and develop to be effective inyour international role through an interactive self-assessment tool

• Practical tips and strategies for communicatingmore effectively across cultures

Who should attend?Anyone who:

• Works in an international environment or on globalprojects

• Works with an international client base ormulticultural team

• Travels regularly overseas for business• Communicates increasingly with colleagues in othercountries

• Experiences the challenges of working withcounterparts from other cultures

Programme content

• Introduction to culture and global competence• The impact of cultural values, attitudes andbehaviours on work

• Perceptions, stereotypes and expectations acrosscultures

• Global communication styles: high/low context, non-verbal

• Virtual communication across cultures• Interactive self-assessment exercise• Communicating in English as an internationallanguage

• Developing your global competence: awareness,skills and strategies

• Practical tools and strategies for communicatingmore effectively across cultures


Working Effectively across Cultures

Location, Dates & FeesCommunicaid | London6 February, 30 April, 18 September and 19 November





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Global Virtual Working

Global organisations are keen to harnessthe expertise of international employeesworldwide while maximising the costbenefits of virtual working. It is nowcommon for employees to work as partof a matrix structure and be managedby someone from another part of theworld or work on international jointventures or project teams drawingtogether expertise from several continents.However, all too often organisationsignore a fundamental managementprinciple – that global virtual workersmust be fully integrated, managed andmotivated. Cultural differences incommunication styles and workingpractices can easily become amplifiedand cause a loss of efficiency andmoney if not addressed and channelledappropriately.

Aimed at those who manage or workwith geographically dispersed colleagues,Global Virtual Working will help you tounderstand the benefits and challengesof virtual global working and enable youto develop ‘best practice’ for remotecommunication.

BenefitsThis programme provides you with the tools to:

• Understand the cultural factors that createdifferent working and communication styles

• Develop practical strategies to counter thechallenges of remote global communication

• Select the appropriate medium andcommunication style for each particular context

• Communicate more effectively with colleaguesbased remotely


• Has a global function within their organisation• Regularly works as part of international virtualproject teams

• Liaises with clients and colleagues based inoverseas locations or offices

• Relies on emails, telephone calls and videoconferences to communicate with internationalcounterparts

Programme content

• Cross-cultural values and attitudes affectingvirtual and remote working

• Cultural perceptions and assumptions: how weare perceived

• Practical challenges and solutions for globalvirtual working

• Forming, managing and measuring virtualrelationships

• Best practice for harnessing the benefits ofglobal virtual working


Location, Dates & FeesCommunicaid | London4 March and 17 September





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Now more than ever, there is greateropportunity for international collaboration forglobal and virtual teams. The benefits thisbrings are obvious but less so are thefrustrations, challenges and conflicts ofdealing daily with individuals from differentcultures.

‘Managing International Teams’ has beendesigned to help you understand yourinternational counterparts and colleaguesmore effectively, allowing you to select anddeploy some of the elements of their culturesto maximise teamwork and strengthen groupperformance and co-ordination.


• Develop a greater awareness of the values, attitudes and behaviours of different cultures

• Communicate more effectively - both face-to-face and remotely - with colleagues from other cultures

• Benefit practically from the different ideas and approaches of team members from other cultures

• Plan and coordinate working in cross-cultural teams

• Manage cross-cultural conflict with greater success


• Has a global function within their organisation

• Regularly manages international project teams

• Manages or collaborates with team members from different cultures

Programme content

• Cross-cultural issues at work: benefits and challenges of cross-cultural team working; cross-cultural values and attitudes within teams; working practices and styles

• Strategies for international team building: organisational culture and the concept of a ‘third culture’; strategies and solutions foreffective team working

• Achieving successful communication within your team: English as the language of international communication; how to cope with the challenges of virtual communication

Related courses

Working Effectively across Cultures


Managing International Teams

Location, Dates & FeesCommunicaid | London25 February, 15 May, 11 September and 6 November





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Managing Global Talent

Global talent is the greatest strength ofsuccessful international organisations, yetmany companies struggle to effectivelyattract, develop and retain a talentedworkforce. Careful talent managementand succession planning across globaloperations can be extremely challengingas well as time consuming due to thediverse needs of local markets andpopulations. Maximising human capitaleffectively across the globe requires asubtle combination of global bestpractice, local understanding andawareness of the impact of culturalorientations on workplace behaviours andmotivations.

‘Managing Global Talent’ offers in‐depthinsights into the challenges andopportunities facing organisationaldevelopment, leadership and talentmanagement teams in globalorganisations and helps you to identifythe qualities and competencies needed togive your global talent pool thecompetitive edge. Training provides youwith greater awareness of the complexcultural issues at play when transforminghigh performers into future leaders.


• An understanding of cultural drivers that motivate and incentivise employees across different geographies

• A comparison of key people management styles across cultures

• Practical strategies for managing and developing talent across cultures

• A take‐away toolkit for developing best practice for global talent management

Who should attend?This programme is aimed at:

• Global HR, Organisational Development, Leadership Development and Talent Managers

• International assignment or relocation specialists• People managers working in an international role

Programme content

• Cultural drivers affecting global working practices

• Expectations and perceptions of peoplemanagement and development across cultures

• Understanding the global mindset: qualities andattributes for effective global working

• Assessing and developing a global mindset inyour workforce

• Preparing local talent for global roles• Practical strategies, techniques and tools formore effective global talent management andsuccession planning


Location, Dates & FeesCommunicaid | London5 March and 30 September





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In today’s busy working environment it isessential to produce clear andprofessional written communication totight deadlines.

This programme is aimed at equippingparticipants with the confidence and skillsto produce professional writtencommunication, be it a report, proposalor email. It will build understanding ofthe key elements of good writing such asplanning, style, audience awareness,punctuation and grammatical accuracy.

By the end of a highly intense andinteractive day all attendees will displaymore confidence in their ability to drafteffective business correspondence.

Benefits This programme provides you with thetools to:

• Speed up the writing process• Develop a professional, reader-friendlywritten style

• Expand the range of language you are able to use

• Edit your own and others’ written workmore effectively

• Improve the presentation of yourbusiness documents


• Needs to write a large number ofbusiness documents at speed

• Would like to refresh their knowledge ofsentence structure, grammar andpunctuation

• Currently relies on colleagues andsupervisors to edit their work

• Would like to develop a moreprofessional business style

Programme content

• Key principles of good writing• Importance of planning and organisation

• Editing skills• Punctuation and grammatical review• Language expansion• Passive or active voice• Linking and sequencing your ideas• Tone and register• Document types and approach

Related courses

Writing with ImpactProfessional Email Writing


Effective Business Writing

Location, Dates & FeesCommunicaid | London11 February, 12 March, 13 May, 18 June,16 September and 4 November





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Writingwith Impact

In order to ensure that yourcommunication is read and acted upon,you need not only to write competently,but also write with impact. While adocument may be correctly written andwell structured, there is often a distinctabsence of the sophisticated andtargeted language necessary toinfluence, inspire and persuade. What ismore, the correct use of register, toneand degree of warmth is often missingwhich can seriously impact how yourmessage is received and acted upon.

This one-day ‘Writing with Impact’ coursewill provide you with the high level skillsnecessary to communicate moreeffectively with your audience. You willgain a competitive advantage anddevelop your ability to write morepersuasive and reader-focuseddocuments.

BenefitsThis programme provides you with thetools to:

• Express complex ideas and issueseffectively in your writtencommunication

• Write documents that get read• Build rapport with your readers• Write to influence, persuade, motivateand inspire

• Write punchy documents that produce adesired response


• Needs to ensure that their writtencommunication is read and acted upon

• Produces sales and marketing literature• Writes documents that require a decisionor action

• Has already attended Communicaid’s‘Effective Business Writing’ programme

Programme content

• Review of key principles of good writing• Techniques for creating impact• Language to persuade and influence• Techniques for emphasis• Making your writing memorable• How to build warmth and rapport• Writing to your audience

Related courses

Effective Business WritingProfessional Email WritingEffective Proposal Writing


Location, Dates & FeesCommunicaid | London12 February, 14 May and 15 October





17

Email offers organisations and theiremployees an instant and cost-effectivemedium for internal and externalcommunication. However, what wasoriginally envisaged to be an informaland fast form of interaction has nowbecome the default communicationvehicle. This has produced inherentdangers for organisations that wish toproject a professional communicationimage as well as protect against theliability of employee negligence.

Poor spelling, ineffective layout orinappropriate choice of vocabulary allimpact on the audience, withconsequences ranging from simplemisunderstandings through to riskedreputations and loss of business.‘Professional Email Writing’ has beendesigned to help you avoid such pitfallsand will assist in enabling you to createthe desired impact and convey yourelectronic message more effectively.


• Develop a friendly but professional emailstyle

• Prevent embarrassing email gaffes • Ensure your emails receive the attentionthey deserve and are acted upon quickly

• Avoid becoming an ‘email slave’


• Corresponds regularly with clients andcolleagues by email and would like toimprove their professional style

• Needs to improve the speed andeffectiveness of their email correspondence

• Would like to develop their rapport withvirtual correspondents

• Would like to improve their online customerservice skills particularly when responding todifficult situations

Programme content

• Email overview: pros and cons of usingemail; email diagnostic

• Principles of professional writing: clarity;conciseness; organisation and structure;presentation and formatting

• Style considerations for email: languagechoice; your audience (tone; message andpurpose)

• Building rapport through email (enhancingvirtual relationships)

• Email etiquette: opening and closing;attachments; copying, replying, forwarding;when is email not appropriate?

• Editing your emails: tips; grammar andpunctuation

Related courses

Effective Business WritingWriting with Impact


Professional Email Writing

Location, Dates & FeesCommunicaid | London13 March, 12 June and 23 September





18

Grammar andPunctuation for Business Communication

The age of electronic communication hasbrought countless benefits to organisationsand employees worldwide. Being able tocommunicate via email, instant messageand social forums has resulted insignificant cost savings and enhancedprofitability for companies. While there arenumerous benefits of embracing thesenew technologies, organisations cannot beoblivious to the lack of structure andgrammar that these new communicationchannels encourage.

The ability to write clearly and correctlyis still one of the key ways fororganisations to differentiate themselvesfrom their competitors. Recent research,however, has shown that most graduateslack the ability to write well.

This programme will provide you witheasy to use rules of English grammar,punctuation and spelling in a lively andnon-threatening environment enabling youto become a more confident andaccurate business writer.

BenefitsThis programme will provide you with thetools to:

• Ensure that your writing reflects yourlevel of professional competency

• Become a confident and efficientbusiness writer

• Write business documents moreaccurately and professionally

• Save time and embarrassment• Ensure your reader is focused on thecontent of your writing


• Requires more confidence when writingemails, proposals, documents, etc.

• Needs to refresh their knowledge ofEnglish grammar and punctuation

• Relies on colleagues to correct theirwritten work

Programme content

• Grammatical terminology• Simple and complex sentence structure• Common pitfalls in English grammar• Punctuation rules and trends• Commonly confused words• Proofreading for grammar, punctuation and spelling errors

Related courses

Effective Business WritingWriting with ImpactProfessional Email WritingEffective Proposal Writing


Location, Dates & FeesCommunicaid | London26 February, 11 June and 9 October





19

A well-written proposal is a crucial tool forwinning new business and many contractsare awarded on the basis of proposal ortender documents. However, most salesstaff are recruited for their spokencommunication and presentation skills andoften see proposal writing as a chore tobe avoided or rushed.

This programme will give you a competitiveadvantage when writing proposals andprovide you with the skills to write moreeffective, persuasive and reader-focuseddocuments. You will understand how toproduce more professional and effectiveproposals that will reflect positively on youand your organisation and will secure newbusiness.

BenefitsThis programme will provide you with thetools to:

• Write sales proposals more quickly andmore confidently

• Develop a more convincing and persuasivestyle of proposal writing

• Target your proposal writing for eachparticular audience

• Write business winning proposals that makeyou stand out from your competitors

Who should attendThis course will be of benefit to:

• New and experienced sales staff• Key account managers• Bid and tender managers• Marketing departments• Senior staff who wish to fine tune theirproposal writing skills

Programme content

• The proposal writing process• Understanding and connecting with youraudience

• Achieving clarity when writing proposals• Maintaining consistency when writingproposals

• Writing proposals persuasively• Proposal structure and organisation• Proposal writing practice

Related courses

Effective Business Writing Writing with Impact


Effective Proposal Writing

Location, Dates & FeesCommunicaid | London29 April and 25 November





20

Influencing andNegotiating Skills

At work, we frequently need to influencethe behaviour and decision-making ofpeers, reports and superiors as well astake part in more formal negotiations.Whether upwards or sideways within yourown organisation, or with external clientsor suppliers, there will be times when youwant people to see things from your pointof view.

Becoming more aware of the impact youhave on others as well as understandingwhat drives your counterpart’s opinionand position is vital in order to becomeproficient in influencing and negotiating.

This programme will increase yourawareness of the impact you have onothers and help you to develop practicalskills and techniques to become a moreproficient influencer and negotiator.

BenefitsThis programme will provide you with:

• A more positive and confident approachto influencing and negotiating

• An awareness of different negotiatingstyles and how to respond to them

• More personal impact whencommunicating internally and externally

• Greater awareness of your currentinfluencing style and techniques for moreeffective ways of influencing

Who should attendAnyone who:

• Needs to build relationships and influenceothers within or outside your organisation

• Has a role which requires you to influencerather than manage

• Takes part in or leads price or other typesof formal negotiations

• Manages potentially difficult relationshipswith clients and other external contacts

Programme content

• Identifying your existing style: influencingstyles and preferences

• Choosing a communication style andapproach that works

• How to expand your sphere of influence• Pre-negotiation preparation, settingobjectives, win-win and fall back positions

• The negotiation cycle• Understanding the ‘other side’: theirperceptions and expectations

• Developing your emotional intelligence• The role of non-verbal communication

Related courses

Managing Challenging Situations


Location, Dates & FeesCommunicaid | London25 March, 17 June and 7 October





21

Challenging situations at different levelsare a constant presence in our workplace.Managed well they can have a powerfuland creative effect but managed poorly orignored they can be disastrous forbusiness, for the effectiveness oforganisations and for staff morale,efficiency and commitment.

Managing Challenging Situations will helpyou manage and positively engage withdifficult situations to enable you to makeyou and the people around you moreeffective and productive. It will help youidentify potential conflicts before they fullyarise and will give you the confidence tomanage challenging situations effectivelyand to deal with a range ofconfrontational situations in the workplaceand outside.

BenefitsThis programme enables you to:

• Enhance your understanding of humanbehaviour and its effect on others

• Become aware of your own conflictresolution style

• Turn conflict and potential conflict into aproductive resource

• Develop strategies to enable you tomanage challenging situations in theworkplace more effectively


• Needs to deal with people you find‘challenging’

• Struggles with communication failures orpersonality clashes at work

• Manages a team and who needs toregularly obtain positive results fromchallenging situations

• Requires a refresher on dealing withchallenging situations

Programme content

• Causes of conflict at work and stages ofconflict escalation

• Your natural response to conflict andunderstanding others’ perceptions andexpectations

• Identifying passive, aggressive andassertive behaviour

• Creating shared aims and vision; SMARTgoals

• Identifying your own style of dealing withand managing difficult situations

• Maintaining a confident state of mind• Structuring and controlling the conversationand techniques for defusing arguments

• Giving criticism and feedback• Defending and justifying your position• Saying ‘no’ effectively • Handling abusive behaviour


Managing ChallengingSituations

Location, Dates & FeesCommunicaid | London5 March and 2 October





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Presenting with Impact

Whether you are presenting yourorganisation’s products to potential clients,presenting your ideas within your ownorganisation or taking part in industryevents of conferences, the ability topresent with confidence and clarity isessential. It is surprising how evenexperienced presenters suffer from anxietyand nerves before delivering an importantpresentation. Understanding youraudience’s expectations and reactions canreally help you to adapt your style andpitch your presentation to their specificrequirements.

‘Presenting with Impact‘ will enable you tore-evaluate your own skills and existingpresentation style and will equip you withadditional skills and techniques so thatyou can prepare and deliver excellentpresentations that are engaging, credibleand impactful.

Benefits This programme provides you with:

• Greater confidence when givingpresentations

• New techniques to enhance yourexisting presentation skills

• The ability to interpret and engage youraudience

• The opportunity to practise and assessyour current strengths and presentationskills

• The skills to use and control your voicemore effectively when givingpresentations


• Would like to take their existingpresentation skills to the next level

• Needs to present to large audiences• Regularly makes formal presentations orspeak at meetings in English

• Delivers internal training or inductionprogrammes

Programme content

• How to understand and engage withyour audience

• Awareness of your own impact• Preparing your presentation: avoiding‘death by PowerPoint’

• Techniques for managing nerves,particularly with large audiences

• Effective use of voice: pacing, pausing,rhythm and intonation

• Non-verbal communication• Using humour and anecdote• Managing questions and interruptions• Projecting confidence and authority


Location, Dates & FeesCommunicaid | London20 March, 5 June and 11 November





23

Whether managing others, working in across-functional project team, sellingproducts and services or providing clientsupport, excellent communication skills arecrucial for all employees at any levelwithin any organisation. Communicatingwell takes thought and effort and canmake a significant difference when buildingclient relationships, deliveringchange or engaging internal teams.

Communicaid’s highly interactive‘Communicating with Impact’ programmewill enable you to evaluate and developyour own communication style and existingskill set. During this course you will havethe opportunity to practise powerful newtools and techniques in a safe environmentand you will take away practical steps formore credible and effective communicationwith any audience.


• Increased awareness of your owncommunication style and areas fordevelopment

• Greater confidence in your ability tocommunicate effectively

• Practical tools and techniques to addimpact to your communication

• The ability to interpret and engage youraudience more effectively

• The opportunity to assess and enhanceyour existing skill set and identify areasfor development


• Would like to improve their communicationskills with internal and externalstakeholders

• Currently communicates with more seniorcolleagues or counterparts

• Is required to deliver difficult messages tolarge audiences

• Speaks at formal meetings or large events

Programme content

• Self awareness – what is yourcommunication style?

• Understanding others’ communication styles• Selecting the right communication modefor different contexts

• An understanding of when and how toswitch style

• Communicating empathy and puttingyourself in others’ shoes

• Emotional Intelligence and rapport building• Practical techniques for more confidentcommunication

Related coursesWriting with Impact


Communicating with Impact

Location, Dates & FeesCommunicaid | London22 May and 13 November





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Leading the Future -Facilitating EffectiveGlobal Leadership

BackgroundMarks & Spencer is one of the UK’s leading retailorganisations, employing over 80,000 people in the UKand internationally, with over 700 stores in the UK andover 400 stores in 44 territories across Europe, the MiddleEast and Asia. In November 2010, Marks & Spencer setout a three year plan with the aim of becoming a trulyinternational, multi-channel retailer. As part of this strategy,an increasing number of UK-based employees will now beworking with international colleagues, suppliers and,ultimately, customers. The degree of engagement will bevaried and include collaborating on projects, managinginternational teams and influencing key stakeholders.

In 2011, the Head of Learning, Recruitment andOrganisational Development at Marks & Spencercommissioned Communicaid to develop an interactiveglobal leadership workshop aligned to the company’sinternational strategic vision and aimed at the top 100leaders across the organisation. These leaders had beenidentified as instrumental in motivating, influencing andimplementing global change. As such, the programme’soverarching objectives were to develop the interculturalcompetence of this key population, cultivate a global mind-set and provide them with the strategies and internationalcommunication skills required to become effective globalleaders.

Communicaid’s workshop was designed as an integral partof Marks & Spencer’s ongoing Leadership Developmentprogramme, Lead to Succeed, and is just one of a suite ofCommunicaid intercultural solutions available to employeesacross the organisation.

Training ObjectivesThe core aims of the programme were:• To increase employees’ awareness of their own culture and its impact when working with internal and external contacts from other cultures

• To develop practical skills and strategies for improved global leadership in key Marks & Spencer territories

• To motivate global leaders to adapt their leadership and management styles when working internationally

• To develop curiosity to learn more about specific global markets from a cultural perspective

ChallengesThe key challenges anticipated were:• Creating a high-level programme relevant for senior employees with varying degrees of international experience

• Developing practical scenarios and exercises to enable senior leaders to adapt their global mindset and bring about change from the top down

• Working in collaboration with another external training provider to develop distinct training modules within a seamless leadership programme


Training ApproachCommunicaid worked closely with the Head of Learning,Recruitment and Organisational Development at Marks &Spencer to develop an extensive understanding of theorganisation’s international strategy and the expectationsof their top 100 managers.

Using this knowledge, Communicaid designed a one dayprogramme - Lead to Succeed: Leading the Future in aGlobal Marketplace. All employees who attend theworkshop receive access to an extensive online culturaltraining resource CultureWizard, provided by RW3 whichprovides targeted cultural information and a wide rangeof global skills assessment tools to continue learningbeyond the training room. CultureWizard is providedthrough Communicaid’s partnership with the world’sleading online cultural awareness training provider RW3.

Proposed SolutionsLeading to Succeed – Leading the Future in a GlobalMarketplace takes place over one and a half days.

The core one-day programme, delivered by Communicaidcomprises the following key components:• Understanding culture and its impact on international business and leadership

• Targeted cultural context for leadership in key overseas territories

• A cultural framework for effective global management and leadership of international teams, both face-to-face and virtually

ResultsCommunicaid has delivered numerous Lead to Succeedtraining workshops to Marks & Spencer’s top 100 leaders.The workshops have developed the interculturalcompetence of this key population, cultivated a globalmind-set and provided them with practical tools to leadand influence in the new international environment inwhich they operate. Participants report that they are ableto build a stronger leadership capability with theknowledge and understanding of key cross-cultural valuesand behaviours they have gained.

Client Feedback“The Lead to Succeed (International) programme hasproved to be a real eye opener for our leaders.Understanding how world economic power is shifting,how different cultures operate and behave has beeninspirational. It has allowed our leaders to enhancetheir capability to get the best out of theirinternational relationships and provided them withpractical tools to continue our journey of becoming atruly international business”

Nigel JeremyHead of Learning, Recruitment & Organisation Development

Case Study

25

BackgroundEurope Arab Bank is an international bank thatsupplies financial services to clients conductingbusiness between Europe and the MENA region.Headquartered in London, the Human Resourcesteam identified a need to develop the crosscultural skills of more than 70 managers thatwork with both clients and colleagues throughoutEurope, the Middle East and Africa. This trainingwould form part of their ManagementDevelopment Programme, in line with the Bank’snew Behavioural Competency Framework.

Training Objectives• To raise awareness of cultural differences andtheir impact on working practices andrelationships

• To develop understanding of key differences inworking and communication styles betweenEuropean and MENA cultures

• To provide practical tips and strategies forworking more effectively with internationalcontacts

• To provide an opportunity for networking andlearning more about each others’ cultures

ChallengesThe main challenges were seen as:

• Providing the appropriate balance betweengeneral principles of interculturalcommunication and knowledge of specificcultural groups

• Providing delegates with tangible skills toenable them to build rapport quickly withpeople from a wide range of culturalbackgrounds

• Creating a training solution that was relevantto delegates from a variety of European andMiddle Eastern countries and ensuring that thetraining responded to as many individualneeds as possible

Training ApproachFollowing in-depth discussions with Europe ArabBank’s HR team and the selected trainer,Communicaid created a highly interactive trainingsolution that targeted all the required objectives.Case studies, role plays and other practicalactivities were incorporated throughout the

sessions to ensure that learning was in line with theBank’s Behavioural Competency Framework.Following the pilot programme, a debrief meetingwas held with the Bank’s HR team to analysefeedback and fine tune the programme prior to rollout.

Proposed Solutions• ‘Working Successfully across Europe, the MiddleEast and North Africa’

• Extended eight hour training day delivered to sixgroups of up to 15 people over a five monthperiod

• Detailed action planning after each specificsection during the session

• Opportunities for networking within Europe ArabBank for employees from different countries

ResultsThe feedback shows that the programme was asuccess as delegates felt the training was essentialto their personal development within aninternational bank. Delegates commented that theygained a better understanding of culturaldifferences and developed strategies to deal withthem.

Being able to adjust their behaviour will nowcontribute to better communication with colleaguesand clients from other cultures. The training alsoprovided a good platform for networking withinEurope Arab Bank which will improve relationshipsand allow staff to work more effectively.


Developing GlobalCompetence

Client Feedback“Communicaid’s cultural awareness trainingprogrammes were very useful as they helpedus to understand how cultural differencesimpact our relationships with each other. Itwas great to take away a practical toolkitof strategies that we could use immediatelyto communicate with our diverse range ofcontacts.”

Lorenzo AloeSenior HR Manager, Europe Arab Bank Plc

Case Study

GR is a highly experienced training and coachingpractitioner with a commercial background in salesand marketing within the insurance sector. She has akeen interest in personal development and changemanagement and delivers a wide range of culture andcommunication training programmes including salesand influencing, performance management,interpersonal skills, team building and negotiation skills.

GR has extensive experience managing large teamsand has been involved in numerous high levelnegotiations and change management transitions.

PS has over eleven years of experience in consultancy,human resources management and interculturaltraining and has lived in the UK, Poland, Egypt as wellas her native country Germany. Her key areas ofexpertise include global leadership, multicultural teams,international assignments, repatriation and crosscultural management.

PS now works as an intercultural training consultant inLondon. Her experience in the field of international HRproject management involves working in areas ofrecruitment, organisational development, performancemanagement and employee relations. More recently,

PS has worked on several global leadershipconsultancy projects focusing on leadership, diversity,cross cultural issues and workforce development.

DM has travelled extensively throughout her 30 yearprofessional career, and has visited more than 135countries on five continents. She has been travellingto the Middle East regularly since 1978.

DM was Middle East Sales Manager for a Fortune 500IT company for several years in the 1990s and early2000s, running a territory from a regional hub inDubai that extended throughout the Middle East andNorth Africa. She was also responsible for marketingand public relations, including print and broadcastmedia. Her earlier career was spent at a majorsupplier of banking technology, based in London,where she opened and developed markets, again inthe Middle East, as well as in India, Pakistan, Australia,South Africa and Japan.

Having lived and worked in Japan for over five years,RJ has in depth knowledge of Japanese cultural issuestogether with a high level of spoken Japanese. Histime there was spent in Kanazawa and Toyamaworking in education both as teacher of French andEnglish and as an academic manager withresponsibility for managing budgets, recruiting staffand curriculum planning. As a trainer, he worked withdelegates from major companies delivering high levelskill based training which also incorporated culturalissues.

RJ returned to the UK in 2002 and now divides his timebetween lecturing at a university, working as atranslation consultant and delivering intercultural training on Japan for corporate and public sectorclients.

AGLT is an experienced facilitator, consultant and coachwith specialist skills in interpersonal and interculturalcommunication, and extensive experience in both thepublic and private sectors. Before her career as atrainer and coach, she had extensive management andleadership experience in the education sector in the UKwhere she managed budgets, performance reviews,policy planning and staff training and development.

A British national and fluent French speaker, AGLT’sexperiences of living in France and Canada have givenher personal and professional insight into the issuesinvolved in culture shift. In 2003 she returned to theUK and now regularly delivers intercultural trainingprogrammes on working effectively with the British.

GS has over ten years’ experience of communicationskills training. His key areas of expertise are designingand delivering writing skills training courses whichinclude subjects such as writing for business, technicalreport writing, proofreading and editing skills. He hasworked with working with top executives in leadingfinancial services organisations and multinationalcorporations coaching them on a one to one basis.

Prior to his career as a trainer, GS worked in variouseditorial, writing and publishing posts. In addition, GSwas an external assessor and guest lecturer forNottingham Trent University’s MA in publishing course.

DS is an experienced facilitator, coach and consultantspecialising in management performance and effectivecommunication. He has 15 years of experience inlearning and development and works with majormultinationals and public bodies across diverse sectorsincluding pharmaceutical & biotech, technology,telecomms, government and financial services. His keyfocus is on creating sustainable and measurableperformance improvement among high-potential, middleand senior managers

DS has particular expertise in leadership andmanagement excellence, influencing and negotiatingskills, effective communication and presence, changemanagement and emotional intelligence. DS’sbackground is in marketing and he was also Head ofExport for the UK branch of one of the world's largestmulti-national manufacturers, Linde AG, where hedeveloped and managed a global, multi-million poundbusiness. In his spare time, DS facilitates and coacheson international leadership programmes for WYSEInternational, a charity affiliated to the United Nations.He also speaks fluent French and Czech.

Trainer Profiles

T: +44 (0)203 370 8580 E: [email protected] W: www.communicaid.com 26

Personalised Solutions

In addition to our public intercultural andcommunication skills programmes,Communicaid also provides training andconsultancy in the following areas:

Intercultural TrainingCommunicaid’s intercultural trainingprogrammes help organisations and theiremployees to develop a global mindsetand put in place strategies to maximiseinternational business effectiveness. Key areas we cover include:• Global mobility• Global and virtual teams• HR and talent management• International business

Leadership and Management Skills Communicaid offers a wide range ofglobal leadership and internationalmanagement training and coachingsolutions for first time managers as wellas senior leaders with many years ofexperience. • Global leadership• International management• Cross border mergers and acquisitions

Communication Skills TrainingCommunicaid offers a range ofcommunication skills training programmesfor native and non-native speakers ofEnglish and French, working at home orinternationally. Our programmes include:• Business writing skills • Presentation skills• Influencing and negotiating skills• Personal and interpersonal skills• Speech and accent reduction

World LanguagesIn 2013, Communicaid delivered200,000 + hours of extensive andintensive language training.

We specialise in: • Business foreign language training (60+ languages delivered each year)

• Specialist foreign language training (e.g. Legal French, Financial German)

Business English LanguageCommunicaid is one of Europe’s leadingproviders of professional English languagetraining, providing training to both theexpatriate and overseas markets.Communicaid specialises in the followingareas:• Business English• Banking and Financial English• Legal English• Insurance English• English for Sales and Marketing• Specialist English for Human Resources

Consultancy• Communication skills audit and assessments

• Design of in-house style guides• Cross-cultural consultancy• Design of country guides and reports• Language testing for graduate recruitment

Many of Communicaid’s Englishprogrammes are designed and deliveredby dual-qualified trainers (industryprofessionals as well as linguists).

For more information on any of the aboveprogrammes or to discuss howCommunicaid can assist you with yourculture and communication skills needs,please contact our Business DevelopmentTeam:+44 (0)203 370 [email protected]

Image sources: Getty Images / istockphoto.com


Other Services

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+44 (0)203 370 8580 +44 (0)203 370 [email protected] back cover


�@

Country Specific ProgrammesDoing Business in China

Doing Business in India

Doing Business in Japan

Doing Business in Brazil

Working Effectively with the British

Doing Business in the Middle East

International Business Programmes Working Effectively across Cultures

Global Virtual Working

Managing International Teams

Managing Global Talent

Communication Skills Programmes Effective Business Writing

Writing with Impact

Professional Email Writing

Grammar, Punctuation for Business

Communication

Effective Proposal Writing

Influencing, Negotiating Skills

Managing Challenging Situations

Presenting with Impact

Communicating with Impact

13 February, 3 June, 21 October

27 February, 1 May, 25 September

10 April, 19 June, 16 October

26 March, 4 June, 1 October

11 March, 10 June, 5 November

5 February, 21 May, 10 September, 12 November

6 February, 30 April, 18 September, 19 November

4 March, 17 September

25 February, 15 May, 11 September, 6 November

5 March, 30 September

11 February, 12 March, 13 May, 18 June,

16 September, 4 November

12 February, 14 May, 15 October

13 March, 12 June, 23 September

26 February, 11 June, 9 October

29 April, 25 November

25 March, 17 June, 7 October

2 April, 14 October

20 March, 5 June, 11 November

22 May, 13 November

2014 Public Programme Schedule

Intercultural and Communication Skills Public Programmes 2014

Conditions of Service

1. DefinitionsThe Company’ means The Communicaid Group Ltd. ‘Service’means any service supplied by the Company. ‘Client’ meansany person, firm or company to whom the Company suppliesServices. ’Delegate’ means person receiving training. ‘RelevantPerson’ means any employee or sub-contractor engaged bythe Company to provide Services to the Client.

2. ApplicationNo conditions other than those set out herein nor anyvariation thereof shall be binding on the Company, unlessotherwise agreed in writing by a Director of the Company.These Conditions shall be incorporated in every offer,acceptance and contract for Services by the Company.

3. AcceptanceAny written quotation for services will remain open foracceptance for 90 days from the date of despatch andthereafter will lapse unless otherwise stated in writing. TheCompany will not be bound by any oral quotation.

4. Fees and PaymentFees and expenses quoted are exclusive of Sales Tax. All expenses are subject to a 15% administration fee.

The Company reserves the right to request payment in fullprior to commencement of any training for all new clientsunless a purchase order has been provided or otherwisespecifically agreed in writing by a Director of the Company.Where a training requirement is not being funded by the Clientand the Delegate is paying for the training privately, paymentis required in full at the time of reserving the programme.

For existing Clients, payment is required within 30 days of thedate of the invoice unless otherwise agreed in writing by aDirector of the Company or a separate written agreement is inplace between the Company and Client.

The Company reserves the right to discontinue any trainingshould invoices remain unpaid. No refund for undeliveredtraining will be applicable.

Late payments will be subject to a surcharge of 1% above theprevailing Bank of England base rate per month overdue.

5. ConfidentialityAll documentation made available by the Client during thecourse of the provision of the services shall remain theproperty of the Client and shall be treated as confidential,and shall not be disclosed to any third party.

6. Cancellations6.1 Extensive Courses “Extensive” refers to any programme where language trainingis delivered in sessions of up to 3 hours to either an individualor a group

Extensive group sessions will continue to take place even ifsome of the participants are absent unless otherwise agreed.If supplements are quoted per hour for additional participantsin a group, the hourly charge will remain at that quoted forthe duration of the course, even if a participant drops outsubsequently.

Extensive sessions of training cancelled with less than 24 hoursnotice will be charged to the Client’s account as taken.Weekends are excluded and changes to a Monday session willneed to be communicated within 24 working hours’ notice,e.g. a session at 11:00 Monday needs to be cancelled before11:00 on the preceding Friday.

Extensive modules of hours must be completed within 12months of enrolment unless otherwise agreed. No refund offees shall be considered for training not delivered during the12 month period.

Extensive Programmes cancelled after 24 hours of receipt ofthe Training Request Form are subject to a 10% cancellationfee.

If programmes are discontinued or cancelled by the Clientafter commencement, the undelivered balance will be subjectto a 50% cancellation fee, unless the programme hasextended past six months, when no reimbursement will beavailable.

In all cases, notice of cancellation or discontinuation ofprogrammes after commencement must be received by theCompany in writing.

Programmes postponed after confirmation may be rearrangedsubject to the Company’s agreement but the Companyreserves the right to apply a 10% postponement fee.

6.4 Intensive Courses“Intensive” refers to any language training programme wherethree or more hours of training are scheduled per day and toall cross cultural and communication skills training programmesof any length.

Intensive programmes cancelled with between two 2 and four4 weeks’ notice prior to the scheduled start date of the courseare subject to a 50% cancellation fee, and intensiveprogrammes cancelled with less than two weeks’ notice aresubject to a 100% cancellation fee.

The Company will seek to postpone intensive courses onagreement given at least two weeks’ notice, but reserves theright to impose a 10% postponement fee, or to treat thepostponement as a cancellation should the programme not goahead within a three month period from the initial scheduledstart date. Programmes postponed at less than two weeks’notice will be treated as cancelled.

Once the timetable for an intensive programme has beenconfirmed, the Client will be charged for the full number ofhours or days during the agreed period. No refund will beconsidered for hours or days that the Delegates or Delegatesare unable to attend.

In all cases, the completion of a Training Request Form orwritten acceptance of a quotation is deemed to constituteconfirmation of a programme and will be contractuallybinding.

7. Trainer Engagement 7.1 The Company reserves the right to make changes oftrainers whenever it considers this necessary

7.2 Where a Delegate requests a change of trainer,Communicaid reserves the right to apply an administration fee.

8. Sub-ContractorsThe Client recognises and agrees that the Company may usesub-contractors for some or all of the Service provision.Notwithstanding the fact that the Company may use sub-contractors for Services to be performed under this agreement,the Company shall remain completely responsible for allactions of such sub-contractors relative to the Services whichare the subject of this agreement.

9. Use of Company PersonnelOn receipt of a course confirmation, the Client contracts thathe will not use the services of any Relevant Person directlyand other than via the Company. In the event that any Clientor associate uses the services of a Relevant Person other thanpursuant to a contract with the Company, the Client shallforthwith pay to the Company:

A) Where the Relevant Person becomes an employee of such Client or associate, a sum equal to 17.5% of the gross annual remuneration of such Relevant Person or a sum of £10,000, whichever shall be the higher and

B) In any other case, the sum of £10,000 (exclusive of VAT).

For the purposes of this clause, ‘Relevant Person’ means anytrainer or manager or other person who shall have beenengaged either as an employee or independent contractor bythe Company and who shall have provided services for suchClient directly or indirectly through the Company within 12months preceding the use of their Services by the Client or anassociate as aforesaid.

10. Intellectual Property RightsAll pre-existing Intellectual Property Rights shall remain theproperty of the Company or of the Client as the case may be.The Company shall transfer to the Client exclusive IntellectualProperty Rights in any Deliverables developed for the use ofthe Client for which a specific Fee is paid. The Companyindemnifies the Client for any breaches of third partyintellectual property rights.

11. JurisdictionThese conditions shall be interpreted in accordance withEnglish law and the Company and the Client irrevocablysubmit to the exclusive jurisdiction of the English Courts.

The Communicaid Group Limited

what our clientssay...“"The programme was veryrelevant and interesting. The

trainer used his own real lifeexperiences together with currentcase studies to highlight keyissues facing multinationalsoperating in China. It was exactly what I was looking for."

HR Director - Business Growth Pilkington (UK)

“Fabulous programme and greatlyappreciated. I would highlyrecommend it to others.”

Human Resources Business Partner Cadbury (USA)

“The programme provided thechance to interact withindividuals with outstanding firsthand experience of Libya.”

Supervisor ExxonMobil (UK)

"The Japanese briefing, deliveredto key De Beers LV personnel,provided not only an invaluableinsight into working effectivelywith our Japanese counterpartsbut also an understanding ofJapanese society and values -key to the success of our newoperations in Japan."

HR Manager De Beers LV (UK)

”"Communicaid provided a briefingon Sweden which was both wide-ranging and tailored to myparticular needs. A year later,now in Sweden, I can saywithout doubt that the briefinghas been of value to me."

Financial Controller BNFL/Westinghouse (Sweden)

"The Living and Working in Franceprogramme provided my wifeand me with a very useful andstimulating insight into generaland corporate French culture. Itwas well researched and equallyrelevant to both of us.Communicaid delivered exactlywhat we needed to prepare usfor the French way of life."

Director Insignia Bourdais (France)

"I enjoyed the opportunity todiscuss intercultural matters withan expert. I also appreciated thedepth of analysis."

Human ResourcesUnicredit (Italy)

Intercultural and Communication Skills2014 Programme Directory

LONDON

CommunicaidMitre House

12-14 Mitre StreetLondon EC3A 5BUUnited Kingdom

PARIS

Communicaid France4 rue d’AstorgParis 75008

France

BRUSSELS

Communicaid6th Floor

Rue Guimard/Guimardstraat, 91040 Brussels

Belgium

FRANKFURT

CommunicaidMainzer Landstraße, 27-31

60329 FrankfurtGermany

NEW YORK

Communicaid1 Rockefeller Plaza, 11th Floor1230 Avenue of the Americas

New York, NY 10020U.S.A

T: +44 (0)20 3370 8500F: +44 (0)20 3370 8501E: [email protected]: www.communicaid.com

T: +33 (0)1 77 71 25 85F: +33 (0)1 77 71 25 86E: [email protected]: www.communicaid.fr

T: +32 (0)2 808 31 90F: +32 (0)2 808 31 91E: [email protected]: www.communicaid.be

T: +49 (0)69 274 015 259F: +49 (0)69 274 015 183E: [email protected]: www.communicaid.de

T: +1 212 618 6369F: +1 212 618 6309E: [email protected]: www.communicaid.com

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