Leaderonomics extensive corporate learning programs that encompass Leadership Mastery, Personal Mastery, Business/Entrepreneurship Mastery and Functional Mastery.
Contact us today for more information on how you can leverage our expertise for your personal or organisation's needs.
2. Leaderonomics Profile
Corporate
IdeationEnablers
Corporate Learning & Development
Sounding Board
Events
Academy
Recruitment
Enablers E-Learning / uunnii.com
Technologies
Publications
Productions
We are .......
.... a social enterprise dedicated to the
pursuit of talent and leadership
development with our offering of full
range of learning, consulting and
partnering solutions.
Our solutions span the full spectrum
of corporate to community
environments.....
.... and we leverage the expertise and
skills of our diverse group of members
with their business and leadership
Ideation Youth
The Club
Community
Innovest
with their business and leadership
experience acquired from global
corporations and geographies
Global leading-edge
leadership team
‘Cradle to Grave’
Leadership
Leadership Content
Integrated social and
economic purpose
“Shaping the
future of
leadership
by leveraging
talents and
capabilities ”
Expertise
Experience
Operational practitioners
Leadership journey for individuals
Organisational leadership
Premium leadership & change management
programs (validated at GE, DHL, other MNCs)
Integrated leadership offerings across
segments and ages
Increase strength and sustainability of each
purpose
Why Leaderonomics?
4. Networking,
Role Models & Mentors
20%
Job
Experience
70%
Course Work and
Formal Training 10%
Leaderonomics programs are
different from traditional learning
programs that are more classroom
and teaching based. Our programs
are designed with 10% of training
from classroom teaching, 20%
from mentoring, coaching and role
modeling and 70% based on
creating “live” learning experiences
….
Based on extensive research, we
have found that people learn best
while doing and action learning
based learning is the most
effective
70-20-10 : Our Program Structure
Information/
Knowledge
Awareness
Content
Composition of
Our Program Design Philosophy
ContextSkill
Advanced Skill
Expertise
Composition of
Delivery:
90% Content
10% Context
Business /
Domain
Mastery
Functional
Mastery
Personal
Mastery
Leadership
Mastery
Leadership Growth Model
• Deep technical functional skills
• Breadth of functional skills
• e-Savvy
Change advocate
•Understands breadth/ depth
•Process-oriented
Personal Effectiveness
Passionate
Self Awareness
Resourceful
Influencing Skills
Teamwork
Creative
Energizing
Strategic thinking
Global
perspectives
Industry awareness
Domain expertise
6. Leaderonomics Programmes
Programme Suggested Target Audience
Personal Mastery Entry Level Middle Managers Senior Managers
Communication
Communication 101
Communicating Effectively
Communication Skills Using NLP
Conflict Management
Emotional Intelligence
Working with Emotional Intelligence
Facilitation Skills
Conducting Effective Meetings
Facilitation Skills Workshop
Interviewing Skills
Influencing
Strategic Influencing
Meeting the Media
Mentoring
Mentoring & Coaching
Leader as “Coach”
7. Leaderonomics Programmes
Programme Suggested Target Audience
Negotiation
Hostage at the Table – The Art of Leadership & Negotiations
Negotiation Strategies
Personal Development Plan
Goal Setting & Developing a Personal Development Plan
Presentation Skills
Executive Presentations
Presentation Skills
Problem Solving
Productivity
Being Proactive & Action Oriented
Power of “Work Motivations and Attitudes”
Project Management
Talent Management
Being A Talented Manager (BATMAN)
Fish! Philosophy
Leaders Developing Leaders
Learning Partnerships: Key Principles in Team Engagement
Managing High Performance Teams
8. Leaderonomics Programmes
Programme Suggested Target Audience
Role Modelling A Talent Management Culture
Supervisory Skills Development
The Psychology of People Management
Self Awareness
Self Awareness through DiSC
Self Awareness through LIFO
Self Awareness through MBTI
Smart Parenting: Creating Brighter Kids & Future Leaders
Stress Management Workshop
Time Management
Business Mastery Entry Level Middle Managers Senior Managers
Action Labs
Business Basics
Introduction to Business
Business Simulation
Day In the Life of a CEO
Enterprise Simulation
Leadership Foundation Course
9. Leaderonomics Programmes
Programme Suggested Target Audience
Innovation
Business Creativity in a Rapidly Changing World
CATS – Nine Lives of Innovation
Growth through Innovation
Developing Creativity at Work
Strategic Thinking
Blue Ocean Strategy
Effective Strategic Thinking
Surrender to Win: Insights from the Tribe
Functional Mastery Entry Level Middle Managers Senior Managers
Customer Service
Being Customer Centric
Cultivating a Customer Centric Mindset
Delighting the Customer
Effective Account Management
Finance
Finance for Non-Finance Employees
Finance for Non-Finance Simulation
Marketing
10. Leaderonomics Programmes
Programme Suggested Target Audience
Strategic Marketing
Productivity
Six Sigma Awareness Course
Sales Force Effectiveness
Social Media
Leveraging Social Media for Business
Social Media Persuasion
Writing
Business Writing 101
Business Writing 201
Essential Writing Skills
Executive Business Writing
Leadership Mastery Entry Level Middle Managers Senior Managers
Change
Change 101
Championing the Change Process
Change Acceleration & Transition
Understanding Followship: Navigating the Other Side of Leadership
Executive Coaching
11. Leaderonomics Programmes
Programme Suggested Target Audience
Executive Mentoring
Extreme Leadership Course
Foundation of Leadership
Leading Across Boundaries
Reflective Leadership
12. Summary of Courses
Business
Mastery
Business
Mastery
Business
Mastery
Business
Mastery
Business
Mastery
Programmes Days Objectives
ActionLabs 3
Efficiently confronting and overcoming challenges by empowering those closest to the problem to find
solutions
Building a productive culture through increased employee accountability, ownership, trust, and
collaboration
Ensuring that managers and employees are aware of the implications of their decisions on other
divisions and the organisation as a whole
Being A Talented Manager
(BATMAN)
3
Leveraging your strengths
Developing seemingly average people into first class performers
Learning to keep your team motivated
Being Customer Centric 1
Cultivating a customer-focussed mindset
Essential skills for excellent customer service
Developing and implementing customer satisfaction strategies
Ensuring that the organisation as a whole appreciates the importance of excellent service
Being Proactive & Action
Oriented
1
Simply not to accept that any predicament is “unfixable”
Appreciating that everything is about choices – the decisions you make, your responses to people,
events and circumstances inevitably affect your future
Taking charge of situations rather than allow yourself to be victimised by what life throws at you
Blue Ocean Strategy 3
Creating an uncontested market place and making competition irrelevant
Creating and capturing demand rather than exploiting existing demand;
Breaking free from the chains of the value-cost trade off
Aligning the whole system of your firm’s activities in pursuit of differentiation AND low cost
Business Creativity in a Rapidly
Changing World
2 hours
Contributing creatively to the organisation and understand what the rapid change in the developing
world will lead to
Business Goal Management 2
Ensuring consistency between individual and organisational goals
Developing your team and keeping them motivated
Making well-informed business decisions
Leadership
Mastery
Leadership
Mastery
13. Summary of Courses
Business
Mastery
Business
Mastery
Business
Mastery
Programmes Days Objectives
Business Operations Simulation 2
Positioning your product in the market against competitions, identifying opportunity gaps whilst
relating to customer trends and demands
Appreciating the importance and contribution of finance to any organisation
Formulating business proposals
Appreciating the role of leaders and managers and the challenging decisions they have to make that
impact results and people
Business Writing 101 1
How to write effective and impactful emails, memos and proposals
To be adequately prepared before beginning the writing process by doing the necessary research
How information should ideally be organised to ensure easy reading for intended audience
Business Writing 201 1
Writing effective and impactful reports, proposals, emails, and memos;
Being adequately prepared before beginning the writing process by doing the necessary research;
Conducting audience analysis and writing to appeal to the intended audiences;
Learning the different writing styles depending on the intended purpose of the written
communication.
Change 101 1
Understanding the biological phenomena that prevent us from accepting change and learn to
overcome them
Recognising the concepts of chaos theory which focus on reactive, adaptive, and proactive behaviors
and lead others from reactive to proactive performance
Employing the critical elements necessary to effectively communicate change to others
Recognising the symptoms of a team dysfunction because of resistance to change and design an
influence strategy for moving others into positive territory
Championing the Change Process 2
Understanding the continuum of process improvement
Uncovering key drivers supporting process improvement
Discovering strategies to decrease resistance and stress
Developing a process and approach for coaching
Increasing understanding of team dynamics and roles
Discovering the impact of expectations and motivation
Gaining increased alignment of colleagues and customers
Developing a standard communication process
Using the briefing system to spur process improvement
Leadership
Mastery
Leadership
Mastery
14. Summary of Courses
Business
Mastery
Programmes Days Objectives
Change Acceleration & Transition
(CAT)
3
Developing an appreciation for the sensitivities surrounding the “People” factor when implementing
reforms
Harnessing tools & techniques that will drive lasting improvements in your organisation
CATS – Nine Lives of Innovation 2
Understand the four basic challenges to innovation and how they affect your ability to innovate;
Learn and apply the nine lives of innovation; and
Organise innovation methodically so it is more useful to you on a daily basis
Communicating Effectively 1
Building trust and gain respect from your co-workers
Adapting your communication style according to your audience and situation
Minimising miscommunication
Fostering better relationships and understanding amongst your colleagues
Communication 101 1
Having a better understanding of the communication process
Identifying communication barriers
Validating if the communication exchange has been successful
Communicating effectively through the various communication channels and in different contexts
Communication Skills (Using NLP) 1
Building trust and gain respect from your co-workers
Adapting your communication style according to your audience and situation
Minimising miscommunication
Fostering better relationships and understanding amongst your colleagues
Discovering what motivates different team members
Developing advanced thinking skills
Creating and maintaining a resource self-image
Conducting Effective Meetings 1
Understanding how to professionally “Manage and Facilitate Effective Meetings” in order to achieve
set meeting objectives through professional facilitation techniques
Identifying how difficult behaviour negatively affects people and business, particularly within meetings
Learning how to professionally deal with difficult situations
Conflict Management 1
Discovering the root sources of conflict and the importance of addressing them effectively
Learning our conflict response styles and how we should use different styles in the right context
Learning effective interpersonal skills that are critical to conflict resolution
Understanding difficult people and how we can effectively work with them to achieve corporate goals
Effectively managing emotions in order to create and sustain a positive environment to resolve
conflicts
Leadership
Mastery
Personal
Mastery
Personal
Mastery
Personal
Mastery
Leadership
Mastery
Personal
Mastery
15. Summary of Courses
Functional
Mastery
Business
Mastery
Business
Mastery
Business
Mastery
Functional
Mastery
Business
Mastery
Business
Mastery
Programmes Days Objectives
Cultivating A Customer Service
Mindset
1 Cultivating a customer-focussed mindset and essential skills for excellent customer service
Day in the Life of a CEO 2
Managing information and multi-task
Discovering your Degree of media savviness
Revealing your preferred management style
Determining your readiness to deal with unforeseen difficult situations
Ascertaining your preferred style of dealing with authority
Discovering preferred style in dealing with difficult people
Delighting the Customer 1
Encouraging client participation to achieve increased buy-in for your ideas and recommendations
Using questioning and listening techniques to help your clients recognise needs and expectations that
you can meet but that they may not have realised they had
Saying “no” without saying so when you can’t provide what the client is asking for
Responding to questions with tact, clarity and openness
Developing Creativity at Work 0.5/1/2
Enabling the participants to contribute creatively to their organisation and to give them tools and
techniques that will help them to develop their own creativity as well as to help others to develop
theirs
Effective Account Management 2
Developing and maintaining solid, long-term relationships with customers
Identifying and manage customer expectations with regards to your role as an account manager
Effective Strategic Thinking 2
Having relentless dissatisfaction with the status quo and identifying ways of doing things better and
faster
Using strategy maps as a planning tool to prioritise and focus on the right things
Applying strategic best practices into planning for the company’s future
Enterprise Simulation 2
Inspiring your leaders to confidently make strategic decisions that produce short term results with long
term value
Pushing your leaders to see opportunities for growth even when resources are scarce
Guiding Leaders in understanding the importance of talent development, organisation branding and
investments in R&D
Allowing leaders to make decisions to change and adapt to changing economic situations
16. Summary of Courses
Business
Mastery
Business
Mastery
Functional
Mastery
Programmes Days Objectives
Essential Writing Skills 1 – 3
The necessary thinking and organizational skills for writing;
A review of common errors in writing and how to avoid them;
Different writing styles from Business Reports to Emails to Essays;
Practical Writing Exercises with analysis and review.
Executive Business Writing 2
Analysing the audience for a specific writing project;
Conducting thorough research to ensure accurate writing;
Evaluating draft material to ensure that it is clear, correct, consistent, complete, and appropriate;
Editing draft material to satisfy audience needs.
Executive Coaching N/A
Linking our feedback to your team’s work context, using specific examples that we have observed to
illustrate our interpretation of the feedback
Linking our feedback and action plans to the overall goals of your organisation
Pre-empting barriers that your individual team members may encounter and suggest manners in which
they can anticipate and/or overcome them
Establishing a coaching relationship and not just a one-off meeting
Encouraging your team member to reach out to key individuals within AIA who can help with their
development
Executive Mentoring 1
Building strong bonds with your mentees to cultivate a strong and trusting relationship;
Effectively distilling the vast knowledge and experience accumulated over the years and passing it on
to your mentees, an element that is instrumental in the succession planning process;
Ensuring that the mentoring process becomes part and parcel of your organisation’s structure and
culture.
Executive Presentation 1
Analysing the presentation audience, setting presentation objectives, and developing comprehensive
presentation strategies
Picking the most successful presentation format for a given occasion, whether it’s a peer update,
informal discussion, team meeting, senior management briefings, client presentation, or a large
gathering
Developing strong and clear key messages and the presentation structure that delivers them most
effectively
Crafting an attention-getting opener and a persuasive closing
Personal
Mastery
Leadership
Mastery
17. Summary of Courses
Functional
Mastery
Functional
Mastery
Programmes Days Objectives
Extreme Leadership Course 2
Learning to vary your leadership style according to your audience, context and situation
Practicing leadership via numerous leadership situations and contexts created
Facilitation Skills Workshop 3
Building core facilitations skills through usage of facilitation tools and techniques
Remaining calm, handling heated situations, and managing conflicts in meetings effectively
Identifying disagreements and applying consensus tools to help reach consensus
Finance for Non-Finance
Employees
2
Learning the importance of cash, how businesses acquire cash, and how funds are used within the firm
to generate more cash
Understanding the impact of your business decisions on the company’s finances
Finance for Non-Finance
Simulation
2
Know how your business generates profits today, and how it will need to generate profits in the future
Understand how your daily decisions impact the company strategically and financially
Continuously identify improvements in the business operations
Fish! Philosophy 2
Reduce employee turnover by creating an environment where people love to come to work;
Re-energize your work climate and invigorate your employees;
Transform employee attitudes and radically improve morale; and
Incorporate fun into the DNA of your organisation.
Foundations of Leadership 4
Understanding your strengths and development needs, and how best leverage them to your advantage
Understanding of group dynamics and working effectively in teams
Understanding the essence of leadership and how it can impact the organisation or department
Goal Setting & Developing A
Performance Development Plan
1
Become more effective, independent and confident self-directed learners
Understand how they are learning and relate their learning to a wider context
Improve their general skills for career management
Articulate personal goals and evaluate progress towards their achievement
Encourage a positive attitude to learning throughout life
Growth though Innovation 1
Identify new and improved business models
Achieve increased operational efficiency
Constantly be one step ahead of competitors by revolutionalising old methods of doing things
Personal
Mastery
Leadership
Mastery
Leadership
Mastery
Personal
Mastery
Leadership
Mastery
Personal
Mastery
18. Summary of Courses
Functional
Mastery
Business
Mastery
Business
Mastery
Programmes Days Objectives
Hostage at the Table – The Art of
Leadership & Negotiations
1
Learning to build strong bonds with the other party, making it possible to handle any conflict that
interferes with the negotiation process
Create win-win situations from stalemates
Harnessing systematic steps that enable you to become an effective negotiator
Interviewing skills 1
Probing candidates successfully for critical information and spotting inconsistencies
Learning to read and actively listen to candidates
Leveraging multiple or panel interviews and reviews to increase success yields
Introduction to Business 1
Basic understanding & general overview of:
The mechanics of business;
Financial statements; and
The business model of your organisation.
Leader As ‘Coach’ Programme 2
Heighten Self Awareness via Personal Drivers (Motivations and Attitudes) and Learning Styles
Recognize and Apply the Different Coaching Roles in Differing Work Scenarios
Discover Coaching Models that can drive Stronger Communication
Learn and Practise how to effectively Coach
Understand how to Engage and Develop your Team
Build Stronger Team Unity among team members
Leaders Developing Leaders 1
Appreciating the importance of taking talent management seriously
Leveraging your strengths
Developing seemingly average people into first class performers
Keeping your employees motivated
Leading Across Boundaries 2
Having an overview of the changing times
Creating a framework that can be used to ensure that the global mindset becomes an integrated part
of the company, starting with its leaders and flowing to its employees
Having overview of new forms of collaboration that are taking place and how to assess the potential
returns from such initiatives
Leadership
Mastery
Leadership
Mastery
Personal
Mastery
19. Summary of Courses
Business
Mastery
Programmes Days Objectives
Learning Partnerships: Key
Principles in Team Engagement
2
Building foundations of trust.
The essential skills in learning partnerships.
Understanding needs and managing expectations.
Eliciting contribution from those you lead.
Presenting messages that excite others to come on-board.
Knowing and showing strengths and vulnerabilities - enough.
Developing wider and deeper networks
Leveraging Social Media for
Business
1
Embracing rather than resist the changes technology brings;
Looking at leveraging social media and new media beyond the much talked about marketing purposes;
Measuring resources ploughed into your business’ social media efforts
Managing High Performing Teams 1
Applying of key principles from managerial psychology;
Ensuring that the core needs of people in the workplace are met
Empowering your employees and leverage their strengths
Understanding and practicing the importance of listening, asking the right questions and putting self in
other party’s shoes to enhance team communications
Introduce and put into practice the GRPI team operation model
Meeting the Media – Lights,
Camera, Action!
1
Understand how the media works and what turns them off;
Prep themselves to be ready at all times to meet the media; and
Leverage the opportunities to improve their brand proactively and not reactively.
Mentoring & Coaching 1
Understanding of the barrier to learning and how to overcome them;
Methods by which you can help your mentees & “coachees” develop and grow; and
Harnessing tools to increase the company’s competitive advantage by realising your employees’ full
potential
Negotiation Strategies 1
Understand case studies and simulations on key negotiation situations related to managers
Avoid having a situation that ends in negotiation by planning, pre-empting the recipient’s response
when delivering sensitive managerial messages that could lead to disagreement
Remove emotion from sensitive negotiations and motivate the other person/s towards a win/win
outcome
Identifying the appropriate communication approach when negotiating up, across and down.
Leadership
Mastery
Personal
Mastery
Personal
Mastery
Leadership
Mastery
Personal
Mastery
20. Summary of Courses
Functional
Mastery
Functional
Mastery
Programmes Days Objectives
Power of “Work Motivations and
Attitudes”
1
Awareness and appreciation of the different Motivational and Attitudinal patterns, making each
employee and their drivers (at work) different
How to uncover ways to keep your staff motivated and better still, retain them
Different approaches to encourage your staff towards better results
A ‘Modeling’ concept that can help streamline recruitment and potentially save your company time,
money and resources in recruiting
Presentation skills 1
Connecting with your audience no matter who they are
Enhancing the delivery style of your presentation
Problem Solving 2
Recognising the difference between symptoms and the roots of problems
Organising your thoughts in a structured manner
Project Management 2
Ensuring successful and timely delivery of projects no matter how complex
Recognising the necessary elements in obtaining and securing engagement from team members
Reflective Leadership 1
Remaining mindful when responding to the changing demands in the workplace
Ensuring that all decisions, both major and minor, are purpose-driven and vision-led
Continuously playing a proactive role in your own personal development
Role Modelling a Talent
Management Culture
2
Appreciating the importance of taking talent management seriously
Understanding the numerous components involved in executing talent management seamlessly and
holistically
Undertaking action plans to ensure that your organisation moves towards a talent development
culture
Sales Force Effectiveness 2
Effectively initiating and sustaining customer relationships that win sales
Tailoring the marketing mix according to individual groups of clients
Optimising the allocated resources
Self Awareness through DiSC 1
Harness your strengths and use them to your advantage;
Promote teamwork;
Adapt your communication & leadership styles according to who you’re dealing with.
Personal
Mastery
Leadership
Mastery
Leadership
Mastery
Personal
Mastery
Personal
Mastery
Personal
Mastery
21. Summary of Courses
Functional
Mastery
Functional
Mastery
Functional
Mastery
Programmes Days Objectives
Self Awareness through LIFO (Life
Orientation)
1
Build confidence and self-esteem
Consistently produce your very best work
Manage a wider range of situations more effectively
Avoid wasting time in personal productivity traps
Fill in your blind spots for better plans and decisions
Self-awareness with Myer-Briggs
Type Indicator (MBTI)
1
Harnessing your strengths and using them to your advantage
Promoting teamwork through overcoming various personality styles and preferences
Six Sigma Awareness Course 1
Restructuring business processes;
Aligning operations to customer needs; and
Improving profit margin
Smart Parenting: Creating
Brighter Kids & Future Leaders
1 Inspire parents to come together, embrace these challenges and change the world, one kid at a time
Social Media Persuasion 1
Demonstrate why the social media craze is mostly just a bunch of hype, unless you use it effectively
within a proven psychologically framework towards clearly-defined aims that increase your revenue.
Explain how to combine direct-response marketing tactics with social media to create measurable
profit-boosting results.
Highlight costly social media marketing mistakes, and how to avoid making them.
Strategic Influencing 1
Discover our influencing tendencies and how we can effectively influence others to gain willing
cooperation
Learning principles of interpersonal skills that will minimise resistance and develop win-win situations
Learning to communicate in an authentic and clear manner in order to break-down barriers and to
enhance buy-in
Learning how to empower and hold others accountable for their actions
Diagnose and manage conflicts effectively in order to achieve corporate goals
Strategic Marketing 2
Identifying opportunities for delivering superior value to your customers
Ensuring a match between services offered and market demand & trends
Appreciating the benefits of collaboration
Personal
Mastery
Personal
Mastery
Personal
Mastery
Leadership
Mastery
22. Summary of Courses
Business
Mastery
Programmes Days Objectives
Stress Management Workshop 1
Recognising stress as a positive and essential part of life;
Identifying the symptoms of stress overload; and
Developing stress reduction techniques to cope with demanding schedules and roles
Supervisory Skills Development
(available in Bahasa Malaysia)
1 – 2
Equip modern managers with a variety of dynamic and challenging skills at work place
Supervise subordinates effectively and should be skilled at handling employee problems
Surrender to Win: Insight from
the Tribes
2
Learning an approach in developing leadership behaviours that aligns strongly with this ‘non zero sum’
approach – the parts combined make more than the whole
Alignment across the following four quadrants as the basis for sustainable growth: Individual Internal,
Individual External, Collective Internal, and Collective External
The Psychology of People
Management
1
The application of key principles from managerial psychology
Ensuring that the core needs of people in the workplace are met
Empowering your employees and leveraging their strengths
Time Management 1
Incorporating proven techniques into your daily responsibilities
Eliminating time wasters
Overcoming the desire for procrastination
Understanding Followship:
Navigating the other side of
Leadership
2
Understanding the structure of change.
Exploring the concept of ‘Everyone can lead’.
How to ‘read the book’ that is our follower(s).
The power of dialogue.
Handling conflict to increase team effectiveness.
Increasing the creativity in teams.
Enhancing the authenticity and transparency of individuals
Working with Emotional
Intelligence
1
To understand and appreciate the 4 fundamental capabilities of EQ (Self-Awareness, Self-
Management, Social Awareness and Relationship Management)
The 5 essential EQ Skills that is vital to being able to understand and communicate in the realm of
emotions
How to manage stress, develop secure bases, use non-verbal communications and manage conflict.
How to apply EQ to motivate and engage your teams, foster cooperative working relationships, and
improve your overall effectiveness.
Personal
Mastery
Personal
Mastery
Personal
Mastery
Leadership
Mastery
Personal
Mastery
Leadership
Mastery
24. 2
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
TABLE OF CONTENTS
ActionLabs ..............................................................................................................................................................5
Being a Talented Manager (BATMAN)....................................................................................................................7
Being CUstomer Centric..........................................................................................................................................9
Being Proactive & Action Oriented.......................................................................................................................11
Blue Ocean Strategy .............................................................................................................................................13
Business Creativity in a Rapidly Changing World..................................................................................................15
Business Goal Management (BGM)......................................................................................................................16
Business Operations Simulation...........................................................................................................................18
Business Writing 101 ............................................................................................................................................20
Business Writing 201 ............................................................................................................................................22
Change 101...........................................................................................................................................................24
Championing the Change Process ........................................................................................................................26
Change Acceleration & Transition (CAT) ..............................................................................................................28
CATS – Nine Lives of Innovation ...........................................................................................................................30
Communicating Effectively...................................................................................................................................32
Communication 101 .............................................................................................................................................34
Communication Skills (Using NLP)........................................................................................................................36
Conducting Effective Meetings.............................................................................................................................38
Conflict Management...........................................................................................................................................40
Cultivating a Customer Centric Mindset...............................................................................................................42
“Day in the LIfe of a CEO” Simulation & Assessment Programme .......................................................................44
Delighting the Customer.......................................................................................................................................46
Developing Creativity at Work..............................................................................................................................48
Effective Account Management ...........................................................................................................................49
Effective Strategic Thinking ..................................................................................................................................51
Enterprise SImulation ...........................................................................................................................................53
25. 3
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Essential Writing Skills ..........................................................................................................................................56
Executive Business Writing...................................................................................................................................57
Executive Coaching...............................................................................................................................................59
Executive Mentoring / Championing the Mentoring Process ..............................................................................60
Executive Presentations .......................................................................................................................................62
Extreme Leadership Course..................................................................................................................................65
Facilitation Skills Workshop..................................................................................................................................67
Finance for Non-Finance Professionals ................................................................................................................69
Finance for Non Finance Simulation.....................................................................................................................71
Fish! Philosophy....................................................................................................................................................73
Foundation of Leadership (FOL) ...........................................................................................................................75
Goal Setting & Developing A Performance Development Plan ............................................................................77
Growth through Innovation..................................................................................................................................78
Hostage at the Table – the art of leadership & negotiations ...............................................................................80
Interviewing Skills.................................................................................................................................................81
Introduction to Business.......................................................................................................................................83
Leader As ‘Coach’ Programme..............................................................................................................................85
Leaders Developing Leaders.................................................................................................................................87
Leading Across Boundaries...................................................................................................................................89
Learning Partnerships: Key Principles in Team Engagement................................................................................91
Leveraging Social Media for Business...................................................................................................................93
Managing High Performance Teams ....................................................................................................................95
Meeting the Media – Lights, Camera, Action!......................................................................................................97
Mentoring & Coaching..........................................................................................................................................98
Negotiation Strategies........................................................................................................................................100
Power of “Work Motivations and Attitudes” .....................................................................................................102
Presentation Skills ..............................................................................................................................................104
26. 4
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Problem Solving..................................................................................................................................................106
Project Management..........................................................................................................................................108
Reflective Leadership..........................................................................................................................................109
Role Modelling A Talent Management Culture ..................................................................................................111
Sales Force Effectiveness....................................................................................................................................113
Self Awareness through DiSC..............................................................................................................................115
Self Awareness through LIFO (Life Orientation) .................................................................................................116
Self Awareness through MBTI (Myers Briggs Type Indicator) ............................................................................118
Six Sigma Awareness Course ..............................................................................................................................119
Smart Parenting: Creating Brighter Kids & Future Leaders ................................................................................120
Social Media persuasion.....................................................................................................................................122
Strategic Influencing...........................................................................................................................................124
Strategic Marketing ............................................................................................................................................126
Stress Management Workshop ..........................................................................................................................128
Supervisory Skills Development (available in Bahasa Malaysia).........................................................................129
Surrender to Win: Insight from the Tribes .........................................................................................................131
The Psychology of People Management ............................................................................................................133
Time Management .............................................................................................................................................135
Understanding Followship: Navigating the other side of Leadership.................................................................137
Working with Emotional Intelligence .................................................................................................................139
27. 5
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
ACTIONLABS
DURATION
3 days
OBJECTIVE(S)
In tough economic times, operational efficiency becomes crucial in ensuring survival. This course teaches you
to instil a productive culture by teaching you how to:
i. Efficiently confront and overcome challenges by empowering those closest to the problem to find
solutions;
ii. Build a productive culture through increased employee accountability, ownership, trust, and
collaboration; and
iii. Ensure that managers and employees are aware of the implications of their decisions on other
divisions and the organisation as a whole.
WHO SHOULD ATTEND
Those who acknowledge the existence of inefficiencies and believe in the power of their employees to find
better solutions, those who feel that the main obstacle to improvement is lack of employee buy-in, those
looking to eliminate bottlenecks/wastage urgently, those who believe that increased functional expertise
would expedite problem solving initiatives.
COURSE DESCRIPTION
This programme provides you with the ActionLabs’ technical framework. But more importantly, it provides you
with the necessary tools to overcome potential resistance to change, mobilise employee commitment, and
finally, ensure that the change initiatives are integrated into your organisation’s processes and culture.
PROCESS OVERVIEW
Module Lesson(s)
Sponsor Selecting critical business goals
Finding Champion to oversee the goal and run ActionLabs
Champion Selecting planning team to guide ActionLabs initiatives
Planning Refining a challenge into sub-challenges
Defining measurable goals
Allocating each sub-challenge to the right team
Compiling critical data from ActionLabs initiatives
ActionLabs Teams Systematically analysing the roots of sub-challenges
Using ActionLabs tools to investigate and find possible solutions to each sub-
28. 6
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
challenge
Defining costs and benefits of recommendations
Formulating an action plan to implement recommendations
Decision making Deciding which recommendations to adopt and which to shelve
Monitoring Overseeing the implementation of recommendations over a 90 day period
29. 7
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BEING A TALENTED MANAGER (BATMAN)
DURATION
2-3 days, depending on customer requirement and degree of customisation for your organisation
OBJECTIVE(S)
You can’t be a one-man show and expect to win. Great organisations invest heavily in developing their
employees. The ability to engage your people is a crucial element in being a great manager. This course
teaches you how to:
i. Leverage your strengths;
ii. Develop seemingly average people into first class performers; and
iii. Keep your employees motivated.
WHO SHOULD ATTEND
Managers, supervisors, specialists in specific areas of expertise, and executives who have high potential to
become managers.
COURSE DESCRIPTION
This programme introduces the importance of self-knowledge as a basis for effective management
performance. It will provide you with a forum to leverage your strengths and improve on your weaknesses,
enabling you to create greatness from mediocrity. The programme includes pre-course work, experiential
activities, lectures, participative discussions and exercises, class workshop, an MBTi Assessment, and value add
debrief sessions by trained and experienced facilitators.
COURSE OUTLINE
Module Lesson(s)
Self discovery Knowing your values and preferences
Integrating your values with that of your organisation
Learning reflection Appreciating the diverse learning styles
Adapting teaching styles according to your audience
Emotions in play Constant awareness that your emotional state affects your interactions
Understanding the implicit messages of certain gestures
Your motivations Understanding the underlying motivation governing your actions – power,
achievement, or affiliation
Strength finder Discovering your 5 top strengths and how to leverage them
Strengths puzzle Appreciating diversity when selecting talent
30. 8
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Understanding which combinations of strengths yield higher chances of success
Objectives of team
members
Ensuring that the objectives and expectations you set of your team members play
into their strengths
Using the S M A R T framework
Success conversations Learning to be tactful when having difficult conversations with underperformers
Formulating action plans to help underperformers meet expectations
31. 9
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BEING CUSTOMER CENTRIC
DURATION
1 day
OBJECTIVE(S)
Excellent customer service is not an option – it’s a necessity. In today’s competitive environment, neglecting
customer service can jeopardise your company’s survival. This course teaches you:
i. The importance of the Vision in a Customer Focused organization
ii. To assess the organisation’s customer experience
iii. How to inspire and ignite a passion among oneself and others to serve customers;
iv. How to design a customer experience programme to deliver the strategy and keep customers coming
back again and again.
WHO SHOULD ATTEND
General employees who need to have basic understanding of the importance of being customer centric in an
organisation’s survival and success.
COURSE DESCRIPTION
The programme is heavily oriented towards practical experience through live customer contact management
and internships. It also provides you with frameworks and skills on achieving sustainable long term
relationships with your customers. It includes simulations, role playing activities, and interactive workshops to
give you practical experience.
COURSE OUTLINE
Module Learning Objectives
Emotions & Loyalty
i. How we feel – VOC (Voice-of-
customer)
ii. How we remember – MOT
(Moments-of-truth)
iii. How we choose –
The subjective experience and the 5 senses: sight, hearing, smell, taste
and touch Delta Principle – the triangular relations between experience,
expectation and satisfaction Emotion Curve – tracks and quantifies our
emotional feelings in natural time sequence VOC: a ground-breaking
approach to listen to your customers
Effective memories – an experience is not effective unless it is
remembered The Peak-end Rule and its applications in CEM Identify the
Moment of Truth guides and optimizes resource allocation
An effective experience creates positive emotions and delivers target
brand values The Triune Brain: Primitive, Intermediate and Rational
32. 10
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Effectiveness
iv. How we compare –
Anchoring (Anchoring and
NLP)
Brains The Black Box – missing link between consumers experience to
ultimate brand choice Effectiveness: aligns customer experiences to
optimize brand loyalty
We need more pain – an experience is not effective unless it is
contrasted The paradox of happiness and the psychological immune
system Maximize the PPG (Pleasure-pain gap) Anchoring: releases
resource constraint and enhances subjective experience.
Voice of the Customer
i. Voice of the Customers (VOC)
Basics
ii. Tools and Applications of VOC
iii. Designing Effective VOC
Programs
What is Voice of the Customer (VOC) Why Voice of the Customer (VOC)
is needed The Voice of the Customer (VOC) Elements Voice of the
Customer (VOC) and Customer Experience Management
Types of VOC tools and information provided Types, frequency and
measures of customer feedback surveys Applications and challenges of
qualitative research Complementary usage of qualitative and
quantitative researches
Target segments: define the target stakeholders’ segments Value
drivers: identify and assess the key value drivers by each segment’s
current performance: decide and measure the performance metrics by
each touch-point Determine touch rules and design effective
questionnaires
Strategic Decisions in Designing
EPF’s CEM
i. Who Are You -- Understand
Your Corporate DNA
ii. Segmentation -- Define Your
Target Customers
iii. Brand Positioning -- Decide
Target Brand Values
iv. Target Experience –
Formulate Effective
Experience Strategy
Why you exist (mission) and what are your guiding principles (culture)
What are your core competences External factors and competition The
linkage between corporate DNA and CEM
Why customer segmentation is crucial to effective strategy formation
How segmentation methods differ in CEM Not all customers are equally
important to you – who are the ones How to perform effective
customer segmentation
Brand, brand values and brand positioning Current perceived brand
values versus target brand positioning Optimize brand positioning by
both art and science approaches Engineered experience brings you
customer engagement and loyalty – How does it work
What is an effective CEM strategy Steps to formulate an effective CEM
strategy Win-win approach: effective strategy to the customers and to
the brand Integration of CEM strategy with VOC and touch-point
management
33. 11
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BEING PROACTIVE & ACTION ORIENTED
DURATION
1 day. This can also be converted to a half day module that could be inserted into a longer leadership
development programme
OBJECTIVE(S)
At times, we find ourselves stuck in situations where we feel helpless, paralysed, and incapable of changing the
situation. It can be anything ranging from a seemingly unreasonable supervisor who is out to make your life
difficult to company processes that don’t make any sense. This programme teaches you:
i. Simply not to accept that any predicament is “unfixable”;
ii. That everything is about choices – the decisions you make, your responses to people, events and
circumstances inevitably affect your future;
iii. To take charge of situations rather than allow yourself to be victimised by what life throws at you.
WHO SHOULD ATTEND
Anyone who has the desire to break out of existing predicaments and have better control over their lives.
COURSE DESCRIPTION
This course is designed to help you take charge of your life and have the strength of character to make
decisions that aren’t always easy. It includes simulations, role playing activities, and interactive workshops to
give you hands on experience, helping you become an effective strategist and change driver in your
organisation.
COURSE OUTLINE
Module Learning Objectives
Basic Change Model Breaking free from the mindset of “want-have-do” to “want-do-have”
Reactive model vs Proactive
model
Learning not to allow moods, feelings, and circumstances to drive
circumstances
Harnessing the power, freedom, and ability to choose responses according to
values
Responding effectively to
change
Ensuring that you are responsive and adaptable to the changes around you
that are occurring at an exponential rate
Circle of concern / influence Learning to focus on the things you can change instead of focusing on worries
on which you have no real control
Expanding circle of influence at the expense of the circle of concern
The law of employability Adopting rules of thumb to proactively close the gap between your skill set,
34. 12
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
abilities, performance and market needs
My Commitment Developing an action plan to ensure that lessons for the day are not lost and
forgotten
Closing Wrapping up
35. 13
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BLUE OCEAN STRATEGY
DURATION
3 days
OBJECTIVE(S)
In the ever challenging economic environment, many companies find themselves trapped in the pricing game.
The rise of China has flooded the market with cheaper products, making business increasingly competitive.
This course teaches you how to:
i. Create an uncontested market place and make competition irrelevant;
ii. Create and capture demand rather than exploit existing demand;
iii. Break free from the chains of the value-cost trade off; and
iv. Align the whole system of your firm’s activities in pursuit of differentiation AND low cost.
WHO SHOULD ATTEND
Senior leaders and entrepreneurs, who are seek to revolutionalise the competitive landscape and take their
companies to whole new levels.
COURSE DESCRIPTION
This course is designed to equip you with new ways of looking at the business environment. it provides you
with the necessary tools to take you from Blue Ocean formulation all the way to Blue Ocean implementation.
It includes simulations, role playing activities, and interactive workshops to give you hands on experience,
helping you become an effective strategist and change driver in your organisation.
COURSE OUTLINE
Module Learning Objectives
Red Ocean vs Blue Ocean
strategy
Appreciating the contrasts between conventional strategies and the Blue
Ocean way
Value Innovation vs value
improvement
Breaking away from the value-cost trade off through the alignment of utility,
price, and cost activities
3 Tiers of noncustomers Distinguishing between the 3 tiers of non customers and tackling them
accordingly to enable reach beyond existing demand
6 paths Reconstructing market boundaries by focussing on:
i. Rivals within your industry;
ii. Better serving your strategic group;
iii. Better serving industry’s buyer group;
iv. Maximising value of product or service;
v. Positioning within functional-emotional orientation of industry;
36. 14
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
and
vi. Adapting to external trends as they occur.
Strategy Canvas Learning analytical tools and frameworks for building a compelling Blue Ocean
Strategy
Four Actions Framework Breaking the differentiation-low cost trade off through tools to reconstruct
buyer value elements into a new curve
ERRC Grid Systematically pursuing differentiation and low cost by uncovering the range of
assumptions that are unconsciously made in competing
3 characteristics Ensuring that strategies formulated encompass the 3 essential characteristics
of any sound strategy
37. 15
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS CREATIVITY IN A RAPIDLY CHANGING WORLD
DURATION
1 to 2 hours speech
OBJECTIVE(S)
The primary objective is to equip employees who attend to be able to contribute creatively to the organisation
and understand what the rapid change in the developing world will lead to.
WHO SHOULD ATTEND
Everyone in the organization. Speaking engagements are also suitable for company’s corporate events
involving VIPs.
COURSE DESCRIPTION
A lecture about the importance and value of new ideas. An inspiring and motivating talk that encourages
creativity and innovative thinking. Many interesting examples are given and the speaker interacts frequently
with his audience. The purpose of this lecture is to help people understand how valuable it is to think in new
ways – and how challenging this is to accomplish.
In a world that is changing at a swift and furious pace, traditional knowledge is fast losing its value. As our
world stands on the brink of an idea explosion, it is our ability to absorb new knowledge and come up with
new ideas - and to make them come true - that is ever-increasingly important.
OUTLINE
What will this rapid change lead to?
What problems do today’s’ organizations face when it comes to adapting to the speed of change?
What can we learn from the people who are best at adapting to change?
What are the advantages of living in a Developing Country when it comes to adapting to this change,
and what can the Developed World learn?
38. 16
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS GOAL MANAGEMENT (BGM)
DURATION
2 – 5 days (5 days recommended)
OBJECTIVE(S)
You have already “made it” – you’ve successfully climbed the corporate ladder. However, seniority inevitably
comes with more responsibility. How do you ensure that you’re doing the right thing as a manager? Is your
best good enough? This course teaches you how to:
i. Ensure that you & your department are heading in the same direction as your organisation;
ii. Develop your people and keep them motivated; and
iii. Make well-thought and informed business decisions.
WHO SHOULD ATTEND
Department heads, senior managers, and high performers who are destined for senior management.
COURSE DESCRIPTION
This course is designed to give you a holistic view of the business environment, as well as, a better
understanding of the industry that your organisation is in. You will also learn the numerous aspects involved in
being a great leader. It includes simulations, computer simulations, role playing activities, and interactive
workshops to give you practical experience.
COURSE OUTLINE
Module Learning Objectives
Strategy Clarifying and reiterating your company’s vision – message from CEO
Integrating you own values with your company’s vision
Customer focus Appreciating the importance of putting customers first
Kolb’s Learning Cycle Using a well-established framework to understand how you and the people you’re
responsible for developing learn best
Holistic view Having a comprehensive overview of business, along with its stakeholders
Leadership Understanding leadership from different perspectives – individual, group,
organisational
Shaping the vision
Networking Using networking tools to help you recognise connections that you didn’t previously
see
Zone of control Managing stress by appreciating the distinction between what you can control and
things that are beyond your personal control
39. 17
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Optimising resources Learning to optimise resources from the aspects of process improvement, customer
focus, change management
Learning to prioritise – profits vs values vs ethics
Risk management Understanding the potential areas for risk – people, transaction processing,
creditors, market risk
Exploring cultural
diversity
Appreciating the value of cultural diversity by learning how best to leverage it
People management Keeping your team inspired & mobilising them by using a counselling model
40. 18
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS OPERATIONS SIMULATION
DURATION
2-3 days. The minimum days required to run this simulation is 2 days. However, the simulation is ideally run
for 3 days and can be extended into a 4 day programme with other elements of business, finance and strategy
incorporated
OBJECTIVE(S)
Although employees may come from diverse backgrounds, be it engineering, marketing, or IT, it is essential for
any leader to possess a basic understanding of business. This course teaches you to:
i. Position your product in the market against competitions, identifying opportunity gaps whilst
relating to customer trends and demands;
ii. Appreciate the importance and contribution of finance to any organisation;
iii. Formulate business proposals; and
iv. Appreciate the role of leaders and managers and the challenging decisions they have to make
that impact results and people.
WHO SHOULD ATTEND
Managers who would like a more holistic view of business and have a better appreciation of the complications
involved in the day to day operations of a business.
SIMULATION DESCRIPTION
Over the course of the programme, you will be immersed in a detailed case study/simulation of a business.
You will be placed in a managerial position, where you will be required to analyse and deal with a series of
challenges involving customers, product, pricing, as well as unforeseen circumstances. You will gain exposure
to market analysis, customer portfolio analysis, the drafting of comprehensive business plans, along with
business strategy and finance.
Case Background
Over the course of 2 days, participants undergo a simulation, whereby they are the newly appointed
management of an ailing company that is lagging behind its industry rivals. The main task to be achieved is to
present a plan, going forward to ensure that the company
they are surprised and put in several major situations including:
i. Dealing with a disgruntled senior manager, who has played a significant role in the company;
ii. A strategy meeting with the group CEO to discuss convergence amongst the various business
units; and
iii. A meeting with the group CEO and his advisors to discuss the acquisition of another company as a
means to expand into a new industry.
41. 19
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
The first and second scenarios are handled on an individual basis, while the third scenario is tackled as a group.
Additionally, you are also given minor scenarios, which include being rudely interrupted by media people for
comment on issues being faced by the company and writing press releases to address potentially false media
reports on the company.
Feedback and Observation
Participants are given feedback on 3 levels:
i. Professional feedback, whereby participants are given feedback by trained psychologists (or
professional observers) who would have observed them in each of the scenarios over the 2 days;
and
ii. Peer-to-peer feedback, whereby participants are given feedback by their group members.
iii. Personal Reflection & feedback, whereby participants are given opportunity to self-discover and
explore their own personal strengths and areas of development
Participants are also filmed by cameramen over the course of the 2 days to enable them to assess their own
behaviours on a personal basis.
“R” Moments and Personal Development Plan
Over the course of the 2 days, the participants are given a sheet of paper where they are to note down their
“R” moments. “R” is short for “Reflection”. As the name implies, participants’ “R” moments are times when
they are enlightened of both their development needs, as well as their strengths.
Upon receiving feedback from peers and observers, and taking individual “R” moments into account,
participants are guided through the formation of a personal development plan (PDP). The PDP lays out
detailed and realistic action plans on how participants intend to develop each area that needs attention.
42. 20
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS WRITING 101
DURATION
1 day
OBJECTIVES
Today's business professionals must be able to communicate effectively in writing if they are going to succeed
in today's business environment. This course improves your business writing skills by teaching you:
i. How to write effective and impactful emails, memos and proposals;
ii. To be adequately prepared before beginning the writing process by doing the necessary research;
iii. How information should ideally be organised to ensure easy reading for intended audience.
WHO SHOULD ATTEND
All professionals who are required to present ideas in writing and wish to sharpen their business writing skills
COURSE DESCIPTION
This course is designed to hone your writing skills and enable you to be impactful through written
communication. It includes hands-on activities to enable you to have practical experience to becoming an
effective communicator in writing.
COURSE OUTLINE
Module Learning Objectives
Preparing to write Analysing your audience
Determining the purpose of your document
Gathering ideas and facts
Brainstorming
Researching your topic
Establishing your scope
Identifying the appropriate information type
Determining the appropriate medium
Organizing your
information
Create an outline for longer documents
Decide how to organize information
Writing the draft Paragraphs
Paragraph length
Topic sentence
43. 21
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Paragraph unity and coherence
Consistency of tense
Writing an opening
Writing a closing
Revising Readability
Revision checklist
44. 22
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
BUSINESS WRITING 201
DURATION
1 – 2 days depending on intensity and number of practice sessions incorporated in the programme
OBJECTIVES
Today's business professionals must be able to communicate effectively in writing if they are going to succeed
in today's business environment. This course improves your business writing skills by teaching you:
i. How to write effective and impactful reports, proposals, emails, and memos;
ii. To be adequately prepared before beginning the writing process by doing the necessary research;
iii. How to conduct audience analysis and writing to appeal to the intended audiences;
iv. The different writing styles depending on the intended purpose of the written communication.
COURSE DESCIPTION
This course is designed to hone your writing skills and enable you to be impactful through written
communication. It includes hands-on activities to enable you to have practical experience to becoming an
effective communicator in writing.
WHO SHOULD ATTEND
All professionals who are already required to present ideas in writing and wish to sharpen their business
writing skills and t
COURSE OUTLINE
Module Learning Objectives
Preparing to write Analysing your audience
Determining the purpose of your document
Gathering ideas and facts
Brainstorming
Researching your topic
Establishing your scope
Identifying the appropriate information type
Determining the appropriate medium
Audience Analysis Differentiating between captive & non captive audiences
Analysing your audience
45. 23
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Identifying the characteristics of the audience
Assessing the objectives and needs of the audience
Creating an audience profile
General report writing Understanding the various elements involved in reporting such as narrative,
context, audience, content & evidence, and style
Appreciating the different reporting spectrums, e.g. reports, magazine articles,
newsletters, speeches, stories
Formatting your information
Organizing your
information
Create an outline for longer documents
Decide how to organize information
Revising Readability
Revision checklist
46. 24
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CHANGE 101
DURATION
1 – 2 days
OBJECTIVES
The only thing constant is change. Yet, it is only human and natural to resist change. In this course, you will
learn how to:
i. Understand the biological phenomena that prevent us from accepting change and learn to
overcome them;
ii. Recognise the concepts of chaos theory which focus on reactive, adaptive, and proactive
behaviors and lead others from reactive to proactive performance;
iii. Employ the critical elements necessary to effectively communicate change to others; and
iv. Recognise the symptoms of a team dysfunction because of resistance to change and design an
influence strategy for moving others into positive territory.
WHO SHOULD ATTEND
Young executives, entry-level graduates into the organisation and other young talent
COURSE DESCRIPTION
In this course, you will learn how to manage both proactive and reactive change. We will look at change from
several different perspectives to understand why it’s so difficult to recognize and accept change. That will help
you better manage both yours and others’ reaction to change. It includes simulations, role playing activities,
and interactive workshops, to give you hands on experience, helping you become an effective change driver in
your organisation.
COURSE OUTLINE
Modules Learning Objectives
Introduction Appreciating what change feels like and the importance of embracing change
Understanding common reactions to change
Integration of change Taking a proactive approach to embracing change rather than allowing the natural
human reaction to take over
Understanding the change model and steps to bring change into the organisation
Anticipating and dealing with reactions to change
Understanding chaos theory and how humans adapt to change
Barriers to change Acknowledging biases
47. 25
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
The business of paradigms
Appreciating the paradigm of pioneers, shifters, and settlers
The role of timing in pushing change through effectively
The physiology Understanding our body’s reaction to change through understanding of brain
reaction to and bio-chemicals released during change
Interpreting physical symptoms resulting from change
Handling the physiological impact proactively in comparison with reactively
Becoming a Successful
Change Agent
Bringing yourself and others through change unscathed
The nine principles for dealing effectively with change
Brainstorming and ‘force field analysis’ to effect positive change
Developing a plan to move through change resiliently
Making it work for me Developing a personal plan for managing change
Ensuring that change is sustainable both individually as well as at an organisational
level
48. 26
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CHAMPIONING THE CHANGE PROCESS
DURATION
Half Day to 1 day
OBJECTIVES
With the ever changing and increasingly competitive environment, companies that don’t change with the
times are doomed to failure. However, it is also crucial that companies acknowledge that employees need to
improve with the progress of the organisation. After all, it is people who see opportunities, discover solutions,
and implement improvements. Human assets are pivotal, to the success of any initiative. This course enables
you to:
i. Understand the continuum of process improvement;
ii. Uncover key drivers supporting process improvement;
iii. Discover strategies to decrease resistance and stress;
iv. Develop a process and approach for coaching;
v. Increase understanding of team dynamics and roles;
vi. Discover the impact of expectations and motivation;
vii. Gain increased alignment of colleagues and customers;
viii. Develop a standard communication process; and
ix. Use the briefing system to spur process improvement.
WHO SHOULD ATTEND
Senior leaders in the organisation who can drive, influence and tasked with change
COURSE DESCRIPTION
This course acknowledges the complexities involved in implementing change. Typical human nature of
resisting change coupled with old systems & structures can make reforms a nightmare. This course is designed
to equip you with the necessary tools to tackle all aspects of the equation, i.e. processes as well as people’s
attitudes. It includes simulations, role playing activities, and interactive workshops, to give you hands on
experience, helping you become an effective change driver in your organisation.
COURSE OUTLINE
Modules Learning Objectives
Why change? Appreciating the importance of embracing change and the pitfalls of stagnating
Obtaining the desire to become change agents
49. 27
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Foundations of
Change Acceleration
Assessing your existing change effectiveness
Having an overview of change management tools and techniques
Creating A shared
Need
Using a framework to ensure that stakeholders are effectively engaged via the
creation of a shared need or purpose
Grasping the WIIFM (What’s in it for me) mindset across all stakeholder groups and
determining what message would appeal best to them
Learning to generate evidence to prove that change is necessary
Mobilising
commitment
Using CAT tools to create a vision that appeals to both the head & the heart on “Why
change?”
Being aware of the pitfalls arising from visions that are not shaped properly
Appreciating the pitfalls arising from the lack of commitment from all stakeholders
Working in teams Recognising the different individual strengths and using personality profiling to
discover the most effective personality combinations in teams
Learning effective ways to diffuse conflict
Rewarding & recognising positive behaviour in teams
Monitoring Progress Learning tools for measuring progress on change initiatives and monitoring its
effectiveness
Systems & structures Understanding the meaning and importance of changing systems and structures to
drive behavioural change
Assessing current readiness and impact of your project on key areas - Staffing,
Competency, Measurement, Reward, Communications and Infrastructure
Using CAT tools to effectively change systems & structures
Leading change Learning the key areas that leaders need to drive in mastering the change process
using the leadership triangle for change
Using to CAT tools for Leading Change
Building
Sustainability
Learning tips and techniques to continue the momentum of change
Appreciating the importance of enforcing the systems and structures implemented to
recognise change behaviour
Using tools and techniques to make change last and monitor progress
50. 28
*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CHANGE ACCELERATION & TRANSITION (CAT)
DURATION
3 days
OBJECTIVE(S)
In today’s ever changing world, competitiveness is becoming increasingly reliant on reform. However, change
cannot happen without employee buy-in. This course teaches you:
i. The importance of embracing change in today’s ever fluid environment;
ii. To develop an appreciation for the sensitivities surrounding the “People” factor when
implementing reforms;
iii. Tools & techniques that will drive lasting improvements in your organisation.
WHO SHOULD ATTEND
Managers and supervisors who are determined to change things for the better but can’t seem to deal with the
natural human resistance against change.
COURSE DESCRIPTION
This course acknowledges the complexities involved in implementing change. Typical human nature of
resisting change coupled with old systems & structures can make reforms a nightmare. This course is designed
to equip you with the necessary tools to tackle all aspects of the equation, i.e. processes as well as people’s
attitudes. It includes simulations, role playing activities, and interactive workshops, to give you hands on
experience, helping you become an effective change driver in your organisation.
COURSE OUTLINE
Module Learning Objectives
Why change? Appreciating the importance of embracing change and the pitfalls of stagnating
Obtaining the desire to become change agents
Foundations of CAT Assessing your existing change effectiveness
Having an overview of CAT tools and techniques
Creating A shared
Need
Using a framework to ensure that stakeholders are effectively engaged via the
creation of a shared need or purpose
Grasping the WIIFM (What’s in it for me) mindset across all stakeholder groups and
determining what message would appeal best to them
Learning to generate evidence to prove that change is necessary
Mobilising
commitment
Using CAT tools to create a vision that appeals to both the head & the heart on
“Why change?”
Being aware of the pitfalls arising from visions that are not shaped properly
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Appreciating the pitfalls arising from the lack of commitment from all stakeholders
Monitoring Progress Learning tools for measuring progress on change initiatives and monitoring its
effectiveness
Systems & structures Understanding the meaning and importance of changing systems and structures to
drive behavioural change
Assessing current readiness and impact of your project on key areas - Staffing,
Competency, Measurement, Reward, Communications and Infrastructure
Using CAT tools to effectively change systems & structures
Leading change Learning the key areas that leaders need to drive in mastering the change process
using the leadership triangle for change
Using to CAT tools for Leading Change
Building Sustainability Learning tips and techniques to continue the momentum of change
Appreciating the importance of enforcing the systems and structures implemented
to recognise change behaviour
Using tools and techniques to make change last and monitor progress
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CATS – NINE LIVES OF INNOVATION
DURATION
2 days
OBJECTIVE(S)
In today’s dynamic ever-changing business environment, the capacity to innovate is key to staying relevant and
competitive. This course enables you to:
i. Understand the four basic challenges to innovation and how they affect your ability to innovate;
ii. Learn and apply the nine lives of innovation; and
iii. Organise innovation methodically so it is more useful to you on a daily basis.
WHO SHOULD ATTEND
Entry level employees and middle managers who are interested in making innovation part and parcel of their
daily lives
COURSE DESCRIPTION
The workshop is based on the book CATS: The Nine Lives of Innovation and some of the elements are drawn
from FISH! and Top Performer. The nine lives of innovation consists of the curriculum for developing our
potential and the four basic challenges are the obstacles we must overcome along the way. It includes role
playing activities and interactive sessions to give you hands on opportunities to internalise lesson learnt.
COURSE OUTLINE
Module Learning Objectives
Introduction Background and overview on CATS nine lives of innovation
Life 1: CATS overcome the
clutter of life
Quiet Mind – There is a constant conversation going on in most minds that
must be quieted in order to find the space for innovation
Life Two: CATS are always
prepared, especially for the
unpredictable
Preparation – Innovation favours a prepared mind. The way you organize
your experience in the warehouses of your long-term memory can serve
you well when it comes time to innovate
Life Three: CATS know that
innovation isn’t normal
Understanding Normal – One way to counter the effects of being normal is
to understand how and why we humans have evolved the way we have.
There is a reason for the creation called human
Life Four: CATS welcome real
provocation
Real Provocation – To escape from the clutches of what is normal we can
provoke ourselves with scenarios, objects, real world observations and
stimulation from guided interaction with others
Life Five: CATS promote Imaginary Provocation - To escape the containing power the norm we can
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
imaginary provocation stimulate our thinking with mental assaults and imaginary challenges
Life Six: CATS say “How
fascinating”
Fascinating! – A great way to meet failure is with whimsy. “I invested in a
start-up and lost everything. How fascinating! What can I learn from this?”
Life Seven: CATS fail early and
well
Quick Prototyping – Fail early and fail well in order to succeed at innovation
Life Eight: CATS pounce on
change
Managing Change – All innovation is change. Need we say more?
Life Nine: CATS love CAT
Wranglers
Herding Cats – The job of the CAT Wrangler is to herd cats through a
labyrinth called change. To maximise the innovation that resides within us
all a special form of leadership is required. It’s called Cat Wrangling and
those who practice at it are called Cat Wranglers – they understand natural
energy and how to lead other CATS to innovation.
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
COMMUNICATING EFFECTIVELY
DURATION
1 day, extendable to 2 days
OBJECTIVE(S)
Good communication skills ensure efficiency by minimising chances of misunderstanding. This course teaches
you how to:
i. Build trust and gain respect from your co-workers;
ii. Adapt your communication style according to your audience and situation;
iii. Minimise miscommunication; and
iv. Foster better relationships and understanding amongst your colleagues.
WHO SHOULD ATTEND
People of all levels who are looking to strengthen their working relationships through improved
communication skills.
COURSE DESCRIPTION
This course gives you a holistic view of communication, including non-verbal communication. It includes
simulations, role-playing activities, and interactive workshops. It also gives you the opportunity to gain
practical experience in communicating effectively.
COURSE OUTLINE
Module Learning objective(s)
Building the
Communication Model
Helps you understand that each person has different perceptions and the
importance of respecting differences
Illustrating how easy it is for miscommunication to happen
6 assumptions Understanding & reading the other party better
Learning to adapt communication style to remain in control
Sensory acuity Learning to read people through observing 5 crucial features
Rapport building Understanding key elements necessary in building rapport
Representation systems Discovering your 4 representational systems
Identifying the representational systems of the person whom you’re
communicating with & how to communicate effectively with them
Tone patterns Using variations in tonality to communicate effectively
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Observing eye patterns Reading the thinking pattern of a person through eye movement – adapting
communication style accordingly to reduce/eliminate resistance
Conversational tools Learning to build rapport by asking the right questions
Active listening Harnessing listening skills to minimise misunderstandings
Mediums of
communication
Learning pros and cons of using different mediums of communication (e.g. verbal,
written, sms, email, etc.) in different situations
Power of intent Being sincere when you speak is everything
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
COMMUNICATION 101
DURATION
1 day
OBJECTIVES
Good communication skills ensure efficiency by minimising chances of misunderstanding. This course helps
you:
i. Have a better understanding of the communication process;
ii. Identify communication barriers;
iii. Validate if the communication exchange has been successful; and
iv. Communicate effectively through the various communication channels and in different contexts.
WHO SHOULD ATTEND
Young talent, entry-level employees, junior executives and high potential young leaders
COURSE DESCRIPTION
This course gives you a holistic view of communication, including non-verbal communication. It includes
simulations, role-playing activities, and interactive workshops. It also gives you the opportunity to gain
practical experience in communicating effectively.
COURSE OUTLINE
Module Learning objective(s)
Introduction Defining the communication process
Appreciating the barriers to communication
Understanding the stages of the Communication Process: Sender, Message,
Channel, Receiver, Feedback and Context
Communicating effectively
through email
Understanding when to email and when verbal communication is preferred /
recommended
Appreciating the pros and cons of using email as a communication channel
Learning effective processes for effective email communication
Telephone communication The Art of Listening: Expect to Spend 50% of Your Time in Active Listening
Passive vs. Active Listening
Avoiding “Mind-Drift”
International
communication
Appreciating the role of cultural differences when communicating with
internationals
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Chairing effective meetings Understanding the importance of agenda development
Knowing when items and issues need to be delegated to offline follow up
meetings
Business letter writing Learning the basics of writing appropriate business letters
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
COMMUNICATION SKILLS (USING NLP)
DURATION
2 days
OBJECTIVE(S)
Good communication skills ensure efficiency by minimising chances of misunderstanding. This course teaches
you how to:
i. Build trust and gain respect from your co-workers;
ii. Adapt your communication style according to your audience and situation;
iii. Minimise miscommunication;
iv. Foster better relationships and understanding amongst your colleagues;
v. Discover what motivates different team members;
vi. Develop advanced thinking skills; and
vii. Create and maintain a resource self-image;
WHO SHOULD ATTEND
Senior managers who would like a better appreciation of the subtle non verbal signals that inevitably affect the
quality of communication
COURSE DESCRIPTION
This course gives you a holistic view of communication (internal & external), including non-verbal
communication. It includes simulations, role-playing activities, and interactive workshops. It also gives you the
opportunity to gain practical experience in communicating effectively.
COURSE OUTLINE
Module Learning objective(s)
Communication Model Helps you understand that each person has different perceptions and the
importance of respecting differences
This section forms the foundation of everything that is to be learnt.
Presuppositions Fundamental assumptions to be installed and treated as beliefs because of
resourcefulness.
11 Principles of Goal
Setting
The difference between goals you achieve and goals you don’t achieve, and
how to always achieve them!
Ask to bring clarity to your (and somebody else’s) goals.
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Rapport building Understanding key elements necessary in building rapport
Learn how to create instant liking and agreement even with people you don’t
really know and people you don’t like (or who don’t like you!)
Representational
Systems
Our senses represent internally the information we receive from the world.
It’s our encoding.
Become aware of how our senses are represented internally in the nervous
system
Discover how our minds have an influence on our physical response (whether
we are conscious of the process or not)
Learn how to use this to create instant rapport and mutual agreement
Eye Patterns Reading the thinking pattern of a person through eye movement – adapting
communication style accordingly to reduce/eliminate resistance
Identify and learn how the eyes reflect a person's real thoughts
Find out how to increase creativity, flexibility and learning by using the eye
patterns.
Sensory Acuity Learning to read people through observing 5 crucial features
Submodalities Learn the secret programming software of your mind
Discover your brain’s inner encoding mechanism and take control
Remove unwanted behaviours using Submodalities
Learn to create a sequence of instructions to modify undesirable beliefs and
emotions
Tone patterns Using variations in tonality to communicate effectively
Conversational tools Learning to build rapport by asking the right questions
Language Patterns Our words reveal our intellectual attributes and personal characteristics
Words are unconsciously chosen and they have a special meaning for each
person
Recognize types of personalities behind different types of words, and build
instant rapport
Learn to use abstract language to achieve instant agreement
Challenge and overcome objections elegantly
3 important questions to reveal specific information about any hidden subject
Basic Anchoring Another secret to controlling feelings and state of mind
Active listening Harnessing listening skills to minimise misunderstandings
Mediums of
communication
Learning pros and cons of using different mediums of communication (e.g.
verbal, written, sms, email, etc.) in different situations
Power of intent Congruency is determined by our intention and our communication.
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CONDUCTING EFFECTIVE MEETINGS
DURATION
1 day
OBJECTIVES
Do your meetings seem to get easily derailed? Do they go off on tangents, get bogged down in minutia, spend
too much time on one topic at the expense of another, get embroiled in personality conflicts, or simply run
over time? This course helps you:
i. Understanding how to professionally “Manage and Facilitate Effective Meetings” in order to
achieve set meeting objectives through professional facilitation techniques;
ii. Identifying how difficult behaviour negatively affects people and business, particularly within
meetings; and
iii. Learn how to professionally deal with difficult situations.
COURSE DESCRIPTION
More and more, our productive work time is consumed by the need to attend meetings. It has been estimated
that at least a quarter of a managers work time will be spent in meetings. This is significant, and this is why it is
important for Staff, Managers and Meeting Chairperson to be skilled at facilitating concise and constructive
meetings. This course is designed to improve your facilitation skills by equipping you with the necessary
theories/concepts. It also includes simulations, role-playing activities, and interactive workshops. You will also
have the opportunity to gain practical experience and receive constructive feedback.
WHO SHOULD ATTEND
Middle managers who would like to conduct meetings more efficiently and achieve higher productivity levels
at meetings
COURSE OUTLINE
Module Learning objective(s)
What is facilitation? Understanding the role of the facilitator and the facilitation process
Appreciating the need to have the right mindset and characteristics in being
an effective facilitator
The role of planning Using a checklist to plan effective meetings which includes criteria such as
defining meeting objectives, creating the participant list, establishing roles,
developing agenda, identifying background materials, and planning the
meeting space
Executing productive
meetings
Learning how to:
i. Set expectations
ii. Manage time
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
iii. Establish ground rules
Dynamics of group
interaction
Understanding the different stages involved in a discussion
Learning to assume different roles at different stages of the discussion/
meeting
Positions vs values/interests
Decision making tools Learning different tools available for decision making purposes such as:
i. Consensus decision making
ii. Consultation
iii. Prioritisation
Techniques Learning how to use different facilitation techniques such as:
i. Breakout groups
ii. Active listening
iii. Asking questions
iv. Paraphrasing
v. Summarising
vi. Synthesising
vii. Negative polling
viii. Boomeranging
ix. Restating the purpose
x. 3 step intervention
xi. Labelling sidetracks
xii. Parking lot
xiii. Mirroring
xiv. Remaining neutral
xv. Flip chart note taking
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CONFLICT MANAGEMENT
DURATION
1 day
OBJECTIVE(S)
Conflict and tension is an integral part of working life. Though each conflict may be unique, all conflicts share
common elements. This course teaches you to:
i. Discover the root sources of conflict and the importance of addressing them effectively
ii. Learning our conflict response styles and how we should use different styles in the right context
iii. Learning effective interpersonal skills that are critical to conflict resolution
iv. Understanding difficult people and how we can effectively work with them to achieve corporate goals
v. Effectively manage emotions in order to create and sustain a positive environment to resolve
conflicts
WHO SHOULD ATTEND
Executives and managers who are constantly caught in high stress, high tension environments and those who
need to diffuse conflicts as an independent party.
COURSE DESCRIPTION
This course teaches you techniques on how to prevent conflicts from arising, detect conflicts in their initial
stages and ensure they don’t escalate, diffuse conflicts, and ensure a positive working environment. It also
includes simulations, role playing activities, and interactive workshops to give you practical experience.
COURSE OUTLINE
Module Lesson(s)
Sources of Conflicts Understanding the different roles we need to play to handle conflict effectively
Identifying and understanding the root causes of most workplace conflicts
Learning the barriers that causes conflicts to escalate
Learning the 4 conflict quadrants and why healthy organisations should have an
open disclosure-address-feedback environment.
Learning how to effectively bring out conflicts for resolutions
Ensuring conflicts don’t turn bitter
Conflict Response
Styles
Understanding the 5 major conflict response styles of avoiding, accommodating,
compromising, collaborating and dominating
Appreciating the challenges in achieving personal goals vs developing relationships
Learning effective interpersonal skills for resolving conflicts effectively
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Working with Difficult
People
Understanding the types of difficult people we encounter
Learning the powerful competency of having good people skills in dealing with
tough people
Learning effective skills that will bring about effective collaboration with difficult
people
Managing Emotions in
Conflicts
Learning the conflict response process
Understanding the causes and consequences of responding with negative emotions
Learning principles to gain emotional control in order to resolve conflicts objectively
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
CULTIVATING A CUSTOMER CENTRIC MINDSET
DURATION
1 day
OBJECTIVE(S)
Businesses are increasingly recognizing that, to be successful, they must place a high value on both their
customers and customer care professionals. This course teaches you how to:
i. Build the business case for customer experience investment
ii. Assess the organisation’s customer experience
iii. Develop a customer experience strategy
iv. Develop the organisation’s customer experience culture - using proven Change Management
tools –specific to the Financial Services industry
WHO SHOULD ATTEND
Managers who need to cultivate a customer centric environment in their organisations and instil a customer
service mindset in their employees.
COURSE DESCRIPTION
The programme is heavily oriented towards practical experience through live customer contact management
and internships. It also provides you with frameworks and skills on achieving sustainable long term
relationships with your customers. It includes simulations, role playing activities, and interactive workshops to
give you practical experience.
COURSE OUTLINE
Module Learning Objectives
Engineered Customer Experience
Management
i. Engineered CEM Basics
ii. Engineered CEM Optimization
iii. Engineered CEM Delivery
iv. Design Your Own Engineered
Experience
Define your target customer segments Critical and essential
Identify and evaluate the importance of sub-processes The magic touch
Factor your target brand values into an experience process Peak and
end
Design and manipulate the effective peak and end experiences
Brand values, critical needs and effective experience Less is more:
allocate your resources in an effective way Put PPG (Pleasure-pain Gap)
in action Develop your own Engineered experience
Touch Point Management
v. Characteristics of Online touch-points Contact center touch-points Face-to-face touch-
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*Note: Course outlines can be customised according to customer requirements and changes in industry trends.
Contemporary Touch-points
vi. Managing Touch-points By
Value Drivers
vii. Optimizing A Single Touch-
point
viii. Synergizing Multiple Touch-
points
points Marketing communications touch-points
Love and hate drivers MOT of a touch-point experience Delivering your
value propositions through touch-points Differentiating your touch-
point experience
Benefits of optimizing a single touch-point Step-by-step guide to
optimize a single touch-point experience Principles for resources
allocation on a single touch-point Design the target performance level
of a single touch-point
Strategic advantages of synergizing multiple touch-points A systemic
approach to synergize multiple touch-points experience Principles for
resources allocation on multiple touch-points Design different target
performance levels of multiple touch-points.
CEM Implementation
i. CEM Gap Analysis
ii. CEM Capabilities
iii. CEM Measurement & Metrics
iv. Close-loop CEM Management
System
Assess the current performance level of multi-channels touch-points
Identify the performance gaps between target and current experiences
Assess the performance gaps across multiple touch-points Address the
performance gaps with new core capabilities
People capabilities – change management, leadership, recruitment,
training and performance system Process capabilities – business process
stream-line, redesign and re-engineering Product capabilities – pricing,
costing, product development and product mix Technology capabilities
– software, hardware, platform, integration and compatibilities
Develop roadmap for phased implementations and pilot projects Set
performance metrics and key performance indicators Monitor and
assess the performance level of multiple touch-points in delivering
target experience Measuring ROI of CEM.
Customer experience assessment and evaluation model Customer
experience strategy model (operations, branding, analytics) Touch-point
planning model (framework, tools) Customer experience
implementation model (designing and managing an experience-centric
organization).