GLOBALINX CORP. - Global Business Skill Seminars

InternatIonal traInIng Consultants

Develop externally~grow Internally

Global Business Skills
Seminars and Services

Globalinx Corp
International Training Consultants Since 1968
Developing High Potential People for Global Business

GLOBALINX CORP. Contents
Global Business Skills Global Business Skills

Table of Contents

Seminar Overview................................................................................4

Training & Study Flow ...........................................................................6

General Information ............................................................................7

Seminar Matrix ......................................................................................8

Seminar Level .....................................................................................10

Presentation Skills ...............................................................................12

Global Communication Skills ............................................................16

Meeting Skills .....................................................................................20
GLOBALINX specializes in developing com- グローバルな環境下で働く方々のコミュニケーションやマ
munication and management skills for people ネジメント力の向上をお手伝いし、
ポテンシャルの高い国
Logical Thinking ..................................................................................24
working in global business environments. We 際企業人を育てるのが私たちの仕事です。
ビジネスの経
provide a comprehensive range of training 営的戦略的ニーズに合致した総合的包括的なレーニ
・ト
seminars and ングを提供しています。異なる文化背景を持つ人々によ
Customer Service ...............................................................................28
employee development programs linked るチームやプロジェクトを成功に導くための真の効果的
directly to the operational and strategic needs なコミュニケーション力マネジメン
・ト力の強化向上を目
・ Negotiation Skills ................................................................................32
of your business. We aim to develop the 指しています。
true potential of employee in order enhance
their ability to communicate effectively, and
トレーニングの領域は、管理者のためのマネジメント力向 PC Applications .................................................................................36
上プログラム、海外赴任前トレーニング、社員のビジネス
successfully manage multi-cultural business
及びコミュニケーシ・
ョンスキルの向上、多文化プロジェク
teams and projects. Published books .................................................................................37
Our specialized areas include; executive トチームで働くための導入プログラム、個人と組織のコミ
management development programs, pre- ュニケーション開発プログラム、など多岐にわたります。
departure training for managers and customer これらレーニングは、
トビジネスの経営的戦略的ニーズ
・ eLearning Programs ..........................................................................38
support staff, developing employees’ business に応じて社内トレーニングプログラムやコーチングなどに
and communication skills, preparing employ- カスタマイズされ提供されます。 Company Profile ................................................................................40
ees to lead and work in multi-cultural project
teams, and improving individual and organiza-
GLOBALINX
Main Clients ........................................................................................41
tional communication.
We provide tailored, in house training pro- Tel. 03.5297.8243 Fax. 03.5297.8689
grammes and coaching sessions linked Email: info@globalinx-itc.com
directly to the operational and strategic needs URL:: www.globalinx-itc.com
of your business.

2 www.globalinx-itc.com www. globalinx-itc.com 3

Seminar Overview Seminar Overview

BusIness ChaLLenge geneRaL InfORMatIOn Menus
Developing business communication skills to a level target Participants native Instructor and Role-Player
suitable for international business is one of the biggest Employees working in or preparing to work in global Recommended for participants that are working in
challenges for business people working in global busi- business environments. Including managers, engi- global business environments or are expected to begin
ness environments. neers, sales and support staff, administration, and working in global business environments in the near
other related business areas. future.
Minimum recommended TOEIC: 600
solution
This series of seminars combine step-by-step interac-
tive lectures, workshops and role-plays to help partici- additional services
pants quickly learn and apply business communica- Globalinx also provides the following services to Japanese Instructor - native Role-Player
tion skills and techniques in a realistic and supportive enhance the productivity of our client’s international Recommended for participants that are preparing to
environment. Seminars are can be facilitated in both staff: begin working in global business environments.
English and Japanese, and focus on the essential com- • Pre-Departure preparation training Minimum recommended TOEIC: 500
munication and business skills necessary to work in a • Overseas candidate assessment
global business environment. Participants also receive
continued support after the seminar to encourage seMInaRs • Individual program design
Japanese Instructor and Role-Player
and support them to transfer the skills and techniques • Communication interview assessment Recommended for participants that need to develop
learned to their everyday working environment. Presentation Skills • Individual after training assessment their business communication skills in Japanese.
Participants learn how to prepare and deliver effective Minimum recommended TOEIC: N/A
business presentations that meet the needs and ex- • Follow-up training recommendations
Organizational Benefits pectations of international audiences. • Presentation design, coaching and consulting
• Employees acquire a practical business commu-
nication skills and techniques. Global Communication Skills specialized Languages
Participants learn fundamental assertive communica- Recommended for participants that are working in or
• Employees develop the confidence and ability to tion skills and techniques to help them communicate schedules preparing to begin working in specific countries.
communicate their ideas and opinions. clearly and effectively in multicultural business envi- Schedules can be adapted to meet the client and par- GLOBALINX works with various associate trainers and
• Employees gain skills for presenting information ronments. ticipants’ requirements and working conditions. Below organization in Japan and throughout the world to pro-
clearly and logically. are some common configurations: vide seminars for client’s needs. Recent example include
Meeting Skills
• Employees gain the skills, techniques, and con- • Two day basic seminar (6 - 10 participants); can requests for seminars in Chinese, Spanish, and French.
Participants will learn how to prepare, conduct, and
fidence to actively participate in business meet- be two consecutive days or a split schedule We can also provide post arrival training and role-play-
fully participate in all kinds of business meetings,
ings. • Three day seminar (6 - 10 participants); includes ers from different nations including, China and India.
including teleconferences.
• Employees develop effective negotiation skills to detailed case study and additional role-play
Logical Thinking practice
help them manage and conduct successful busi-
Participants learn skills and techniques to solve
ness negotiations . • Blended program - E-learning pre-study with
problems and explore opportunities more logically.
follow-up practical workshops
Customer Service Skills • Customized in-company seminars (flexible)
Participants learn a simple process and techniques for
• Split-schedule seminars (contact Globalinx for
maximizing customer satisfaction in any situation.
more information)
Negotiation Skills • One day open seminar (off site; at Globalinx loca-
Participants learn how to analyze and plan business tion)
negotiations, and how to effectively conduct meet-
ings by taking control of negotiation meeting process.


Training & Study Flow General Information

Prepare • Pre-study material is provided for each participant. Methodology
• Each participant studies at a time, place, and pace suitable for them, using Our training approach is interactive and participative,
Before

ensuring all participants play a full part in the learning pro-
bilingual workbooks.
cess, thereby making the training experience stimulating,
Pre-Assignment • Participants email a short pre-assignment directly to the instructor for prelimi- enjoyable, and effective. We emphasize building confi-
nary assessment and immediate feedback. dence and developing practical business communication
skills and techniques.
The seminars are taught using a combination of interac-
Interactive Lecture • Participants receive multimedia classroom instruction, delivered at a pace that tive multimedia lectures, case-study workshops and group
learning activities, video skits, video recorded role-plays,
is comfortable, yet challenging, for them.
and instructor and peer review and analysis. Each seminar
• Questions are answered immediately by qualified trainers. is structured using a simple, step-by-step approach to help
Exercises • Topics are broken down into manageable learning points which are made the participants quickly understand and apply new skills.
familiar through short exercises. Modular Design
Feedback • Participant get instant feedback from instructors and fellow students. Materials Our seminars are modular in design, using a consistent for-
All seminars are accompanied by workbooks, videos, slides mat and layout, which means that they can be combined
and textbooks written and developed 100% in-house by to create complete, intensive training programs. These
Workshops • Participants assemble skill sets in preparation for full-blown role-plays based Globalinx. We adapt the latest, most up-to-date Business programs may be used for various purposes, such as pre-
on realistic business scenarios. Communication and theories to suit our clients’ specific departure, post-arrival, or new employee training.
Classroom

business needs and training objectives.
Role-plays • Participants practice each skill set in a safe environment. GLOBALINX workbooks are written in both English and
Instructors
• Scenarios are customized for the client’s specific business requirements. Japanese and use graphics, flow charts and diagrams
Instructors are all experienced busineespeople; each with
• Role-plays are recorded on video. wherever possible to illustrate difficult concepts or proce-
a minimum of 15 years international business experience
dures.
Observation • Participants observe and learn from each other. and at least10 years corporate training experience. This
• Participants are given evaluation checklists to assess and guide their feedback means that you will receive an excellent balance of special-
activity. ization and business acumen.
Video
In addition to our core team of instructors, we also have
Feedback • Participant given immediate feedback. All of our seminars use video recorded role-plays, to allow
a strong network of external instructors and consultants,
learners to quickly identify points for improvement and see
• Instructors facilitate a group feedback session. and a collaborative relationship with training organizations
their progress.
• Instructor feedback is recorded on video for action planning. worldwide.

Video Review & • Participants watch their own performance and evaluate it against a checklist Customized training
Self Evaluation of targets. Whenever possible, client-specific examples are used as Blended Learning
references, role-plays, and case-study material. This serves To maximize the participants learning and seminar experi-
Repeat Process • Seminar contains 3 or 4 interactive lectures, focussing on key learning areas. to reinforce and complement the learning experience, and ence, we use a blended learning approach through the
help the participants to quickly and effectively implement use of CD-ROMS, pre-study textbooks, interactive e-mail
the new skills into their real working environment. instruction, and online training programs.
Because our seminars are developed in-house, existing
Action Plans • Participants create action plans for future study and practice activities. seminars can be quickly adapted, or new seminars devel- Pricing
• Action plans are recorded for follow-up and progress checks. oped, to address specific company needs. Please contact the Globalinx office for a quotation.
Follow-up
After

• Follow-up study and review materials are provided. Tel. 03.5297.8243 Fax. 03.5297.8689
• An online graduates forum is available for peer consultation. Email: info@globalinx-itc.com
• Performance improvements are measured using peer review, customer satis- URL: www.globalinx-itc.com
faction, or other appropriate metrics.
• Recommendations are made for further study and practice.


Seminar Matrix Seminar Matrix

Advanced Program Area Basic Advanced

- Leadership Program - Risk Management
Executive Management - Global Executive
- Coaching & Mentoring - Global Management Development Program

- Teamwork
Project Management - Facilitation - Multicultural Team
- Stakeholder Management
- Negotiation
Communication

Human Resources - Performance - Workplace Discipline - Workplace Discrimination
Management Management - Recruitment and Harassment

- Customer Service - Contract Negotiation
- Global Com. Skills - Logical Thinking - Integrated Business Skills
Global Business Skills - Presentation Skills - Meeting Skills - Negotiation Skills

- New Employee - Assertive Mind and Skills - Pre-Departure Training
Global Mind and Skills
Training - Cross-Cultural Awareness - Diversity Training

? - eLearning Programs - Business Writing
- Effective English
Language Development ! Study Skills - Blended Programs - E-Mail Writing

Basic



Seminar Level Contents

advanced
Presentation Skills .............................................................. 12
Contract Negotiation Skills

Global Communication Skills ........................................... 16
Negotiation Skills

Meeting Skills .................................................................... 20

Customer Service
Logical Thinking ................................................................. 24

Logical Thinking
Customer Service ............................................................. 28

Teleconference Skills Negotiation Skills ............................................................... 32

PC Applications ................................................................ 36
Meeting Skills

Published books ................................................................ 37
Global Communication Skills

Presentation Skills

Assertiveness Mind and Skills
basic


Presentation Skills Presentation Skills

Training Theory Training Objectives
This seminar introduces a proven three-step methodology that ensures participants quickly learn and The overall objective of this seminar is to ensure that all participants can prepare and deliver effective
understand the principles of effective presentations, and the opportunity to apply and develop their business presentations in English.
presentation skills through practice and critical analysis of their style and ability.

Process, Techniques, and Benefits
The seminar introduces presentation methods, techniques, and processes, as well as English language for
effective business presentations.

Presentation Analysis • Consider the Audience Presentations are focused on the audience’s
needs and expectations.

• Define Objectives Clearly defined purpose and appropriate style
achieves business objectives.

• Develop Content Logically structured content around key
points with significance and benefits.

Write the Presentation • Begin Powerfully The audience clearly understands the
benefits of listening to the presentation .

• Present Logically The audience can easily follow, understand,
and remember.

• Maintain Audience Interest The audience maintains high attention level
throughout the presentation.

• Use Visual Aids Information is clearly communicated and
easy to remember.
Step One: Presentation Analysis
• Finish Powerfully The audience understand the key points and
Participants learn how to analyze their audience and recognize the needs and expectations of an
the action they need to take.
international audience. They learn how to clearly define the objective of their presentations and develop the
content of their presentations to meet the needs and expectations of their audience.
Practice and Deliver • Practicing Techniques Presenters gain more confidence and
Step Two: Write the Presentation communicate appropriate information.
Participants learn how to gain the interest and attention of the audience, present information logically, make
their information interesting and relevant to their audience, design visual aids that clearly communicate mes- • Delivery Skills Presenters communicate clearly and
sages that easy to remember, and how to conclude their presentation powerfully. confidently with audiences of any size.

Step Three: Practice and Deliver • Handling Questions Presenters respond concisely and confidently
Participants learn how to practice their presentation and increase their confidence, how to use their voice, to questions.
eye contact, posture, and gestures to present clearly and confidently, and a simple three-step technique that
helps them answer questions concisely and confidently.


Presentation Skills Presentation Skills

Example Schedule Sample Workbook
Practical example visualizing
Day 1 Process and techniques key learning point and process
Key learning point
AM Seminar Introduction and Overview
Participant’s Presentations
• Seven-Minute Presentation
• Instructor’s Comments and Critique
• Video Recording

Lecture 1 - Presentation Analysis

PM Workshop
• Presentation Self-Evaluation and Review
• Presentation Analysis Workshop

Lecture 2 - Write the Presentation

Workshop
• Write the Presentation

Day 2
AM Lecture 3 – Practice and Deliver
• Practicing Techniques
• Delivery Skills
• Handling Questions

Impromptu Speaking Exercises
Workshop
• Practice Presentations

PM Participant’s Presentations Reference to support text Supported by instructor’s
• Seven-Minute Presentation book material powerpoint slide example
• Peer and Instructor’s Comments and Critique
• Video Recording

Workshop
• Presentation Self-Evaluation and Review

Seminar Review: Lessons Learned


Global Communication Skills Global Communication Skills

This seminar introduces effective communication skills and techniques that help participants develop their The objective of this seminar is to ensure that all participants recognize their personal communication style,
active listening and assertive communication skills in English. These skills are practiced and developed and can express their ideas and opinions clearly and appropriately in everyday business situations.
through interactive lectures, role-plays, and critical analysis of participant’s communication style and ability.

The seminar introduces effective business communication skills to help participants communicate clearly
and appropriately in international and multicultural business environments.

Communication • Passive Participants recognize the characteristics of
Styles passive communication and the effect passive
communication has on other people.

• Aggressive Participants recognize the characteristics of
aggressive communication and the effect this has
on other people.

• Assertive Participants understand the true meaning of
assertive and the positive effect it has on other
people. Participants learn to communicate self-
respect whilst showing respect for other people.

Communication • Typical Difficulties Participants learn to recognize and become
Difficulties aware of their communication difficulties and
how they modify their communication and
behavior to deal with difficult situations.

Lecture One: Communication Style Communication • Active Listening Participants learn to express their understanding
Techniques using appropriate listening techniques
Understanding the basic concept of assertiveness and recognizing different communication styles.
that promote better communication and
Participants learn how to recognize passive, aggressive, and assertive behavior and language, and how to
understanding.
modify their communication style to a more assertive style.
• Asking Questions Understanding the power of questions to
Lecture Two: Communication Techniques
promote better understanding and acquire
Practical communication skills and techniques to help participants communicate assertively and become information helps participants to ask the right
more effective in dealing with everyday business situations in the global work place. Key skill areas include: questions at the right time.
• ACTIVE LISTENING: Techniques that are comfortable for native speakers and avoid misunderstandings.
• Communicating Assertively Participants are empowered to communicate
• ASKING QUESTIONS: Appropriate questions for requesting and understand information. their opinions in an appropriate and assertive
• COMMUNICATING ASSERTIVELy. Skills and techniques for communicating clearly and directly in an manner that encourages others to do the same.
appropriate manner respecting the rights, needs and opinions of others.


Global Communication Skills Global Communication Skills


Day 1 Example phrases
Process and techniques
AM Seminar Introduction and Overview Key learning point
Lecture 1: Communication Styles
• Aggressive - Passive - Assertive
• Identify Communication Styles
• Common difficulties and frustrations
Workshop
• Evaluation communication Styles

PM Lecture 2 - Communication Techniques
• Active Listening
• Assertive Communication Techniques
• Avoiding Dangerous Words
Role-Play
• Practice Communication Skills
• Video Recording
Workshop
• Self-Evaluation and Review
Day 2
AM Role-Play
• Video Recording

Workshop

PM Role-Play
• Video Recording
Key points translated into
participant’s native language Practical written exercise to
Workshop internalize learning point



Meeting Skills Meeting Skills

This seminar introduces business meeting skills and techniques for facilitating and participating in business The overall objective of this seminar is to ensure that all participants can effectively facilitate and
meetings conducted in English. Participants practice and develop their business meeting skills through role- participate in business meetings conducted in English.
play simulation, and critical analysis of their communication, participation, and facilitation style.

The seminar introduces effective communication skills and techniques for both participation and
facilitation of business meeting conducted in English.

Communication • Active Listening Participants learn to express their understanding
using appropriate listening techniques
that promote better communication and
understanding.

• Asking Questions Understanding the power of questions to
promote better understanding and acquire
information helps participants to ask the right
questions at the right time.
• Communicating Assertively Participants are empowered to communicate
their opinions in an appropriate and assertive
manner that encourages others to do the same.

Participation • Preparing Meetings are more productive and run more
efficiently when participants are well prepared.
Lecture One: Communication Techniques
Practical communication skills and techniques to help participants actively participate in business meeting. • Participating Active participation promotes higher levels of
Key skill areas include: understanding and recognition of individual
• Active Listening: Techniques that are comfortable for native speakers and avoid misunderstandings. needs and opinions. This results in better
• Asking Questions: Appropriate questions for requesting and understanding information. decisions and more efficient task completion.
• Communicating Assertively. Skills and techniques for communicating clearly, directly, and appropriately.
Lecture Two: Preparing and Participating • Taking / Publishing Minutes Minuted meetings clearly communicate and
Participants learn how prepare for business meetings, and techniques to actively participate and make a document decisions and actions for participants
positive contribution to various kinds of business meetings. Key skill areas include: and mangers to act upon.
• Preparing appropriate presentation material and handouts.
• Preparing questions, opinions, notes, and ideas. Facilitation • Planning and Preparing Good planning and preparing results in
• Techniques for participating and making positive contributions to various kinds of business meetings. successful meetings that efficiently achieve
business objectives.
Lecture Three: Planning, Preparing and Facilitating
• Conducting A well facilitated meeting encourages
Participants learn how to plan business meetings, and special considerations for planning and preparing
participation and efficiently achieve tasks through
international teleconference meetings. Key skill areas include:
a clear process and appropriate guidance.
• Planning the appropriate style of meeting and setting SMART meeting objectives
• Preparing agendas, assignments, and attachments.
• Process techniques and communication skills to effectively facilitate and lead group meetings.

Meeting Skills Meeting Skills


Day 1 Example phrases
Method and process
Lecture 1 - Communication Techniques Key learning point
• Active Listening
• Asking Questions
• Communicating Assertively

Role-Play

PM Lecture 2 - Participating
• Preparing
• Participating Techniques
Role-Play
• Communication and Participation
• Video Recording

Workshop

Day 2
AM Lecture 3 - Planning and Preparing
Lecture 4 - Facilitating

Role-Play
• Group Meetings
• Video Recording

Workshop
• Group Review - lessons Learned

PM Lecture 5 - Teleconferencing

Role-Play Professional resources introduced Small group exercise to
• Teleconference Meetings internalize learning and
• Video Recording practice new methods
Workshop
• Group Review - lessons Learned



Logical Thinking Logical Thinking

This seminar adopts a structured problem solving process used by global consultants, and puts The overall objective of this seminar is to give all participants the knowledge, skills and techniques to
participants in the “driver’s seat” to solve and explore real business cases, in their own industry. solve problems and explore opportunities more logically, determine relevant information and organize it
in logical frameworks, and communicate logically to get buy-in from key stakeholders.

The Logical Thinking and Communication seminar introduces skills for solving problems and exploring
opportunities logically, and techniques to communicate the solution logically.

Framing the • Situation Clarify the background facts; establish where we are now.
Problem (SCOPE)
• Complication Uncover what triggered the problem or opportunity.
• Objectives Determine the target or goal; where we want to be.
• Problem Statement Frame the problem, to go from where we are to where we
want to be.
• Executive Understand the decision maker who can execute the
solution.
Determining • Brainstorming Diagnose the situation; see the big picture.
Issues
• Logic Trees Visualize ideas logically.

• MECE Structure ideas logically.
• Classic Frameworks Review classic logical frameworks.
Framing the Problem Analyzing & • Quantitative and Analyze issues both quantitatively and qualitatively.
• Clarifying the background situation so we know where we are now. Consolidating Qualitative Analysis
• Determining the trigger that led to the problem or opportunity. • Primary and Secondary Review secondary research; conduct your own primary
• Setting the objectives or targets so we know where we want to be. Research research.
Determining Issues • Types of Analysis Explore a variety of sources of research and analysis.
• Determining the causes of the problem, or circumstances leading to the opportunity.
• Generating all possible solutions. • Hypothesis Trees Form a hypothesis; determine conditions to test it.
• Organizing the ideas in logical frameworks to generate more ideas, establish connections between • Decision Matrices Determine criteria, prioritize, and evaluate options.
ideas, and recognize logical patterns.
Analyzing & Consolidating • Consolidating Analysis Filter information to consolidate the analysis to the final
• Deciding the direction for analysis and research. solution.
• Form the hypotheses and determine the conditions to test them. Communicating • Communication Pyramids Structure the solution logically into a recommendation.
• Establish and prioritize criteria to evaluate options. Logically • Logical Elevator Summary Refine the main message to produce a logical summary.
Communicating Logically
• Structure the solution logically, depending on the content, objectives and key decision makers. • Inductive vs Deductive Develop logical support for the solution.
• Support the recommendation logically with both inductive and deductive reasoning. • Building an Argument Develop a persuasive argument.
• Build an argument to produce a sound, persuasive recommendation


Logical Thinking Logical Thinking


Day 1
Method and process
AM Seminar Introduction and Overview Key learning point
Lecture 1 – Framing the Problem
Case-study: Framing the Problem
• Produce SCOPE worksheet
Lecture 2 – Determining Issues
• Logic Trees
Case-study: Determining Issues
• Produce data-driven logic tree (why and how)

PM Lecture 3 – Analyzing & Consolidating
Case-study: Analyzing & Consolidating
• Produce hypothesis tree or decision matrix
• Consolidate analysis

Lecture 4a – Communicating Logically (Logical Structuring)
Case-study: Communicating Logically
• Structure your solution
• Present Solutions
Lessons Learned
Day 2
AM Case-study: Framing the Problem
Clarify the SCOPE

Case-study: Determining Issues
Choose framework, and produce logic tree

Case-study: Analyzing & Consolidating
Produce hypothesis tree or decision matrix Key points translated into
Consolidate analysis participant’s native language
PM Lecture 4b – Communicating Logically (Logical Reasoning)
Inductive vs Deductive Reasoning Small group exercise to help internalize learning
Building an Argument (what, why, how) and practice new methods

Case-study: Communicating Logically
Structure solution
Create argument
Finalize presentation
Present Solutions



Customer Service Customer Service

In today’s customer service environment, customers and clients respond most positively to a consultative The overall objective of this seminar is to give customer service professionals a simple process and a
approach. The key to developing these consultative relationships is through open and interactive flexible toolkit for maximizing customer satisfaction in any situation.
communication.

Skills, Techniques, and Benefits
Stage One: • Validation Set stage for effective consultation by
addressing client’s concerns
Understand the • Reflective Listening Build rapport with counterpart and diffuse
Situation negative emotions
• Active Listening Maximize understanding and strengthen
working relationship
• Summarizing Restate and reorganize confusing messages in
order to move forward
• Probing / Questioning Gather necessary problem solving information
• “I” Statements Gently prompt client for cooperation and
information
• Language of Needs Recognize when clients are willing to move
ahead
• Language of Dissatisfaction Recognize when clients are unwilling to change;
help them to take first step
• Confirming Needs Get agreement on needs and requirements;
separate needs from solutions

Stage Two: • Determine Cause Get the client’s assistance and understanding
identifying causes
Determine Causes • Describe Procedure Ensure your client knows the procedure and
This program is for any customer service professional who wants to expand and deepen their toolkit for
building trust and credibility. The workshop focuses on consultative communication skills as applied schedule
to existing customer service situations with an aim to maximize customer satisfaction and to recognize • Report Progress Manage expectations by continuous updates
opportunities for earning revenue.
Stage Three: • Language Reduce discomfort and embarrassment
Main Topics • Details Match clients needs and expectations for
Explore Solutions information
• Understanding the characteristics and benefits of a consultative approach • Features Link solutions to benefits
• Establishing and building rapport with clients
Stage Four: • Polite Requests Minimize resistance to solutions
• Identifying needs and dissatisfactions through effective questioning and listening
• Suggestions Minimize resistance to solutions
Present Solutions
• Uncovering and handling objections skillfully • Consultation Maximize relationship satisfaction
• Options Maximize procedural satisfaction


Customer Service Customer Service

Example Schedule Sample Workbook (For Native Speakers)

Stage-by-stage process
Extensive use of graphics overview
Introductions and Overview Introduce concept
AM
Key Concepts of Customer Service Communication
What is customer service communication?
Desired Mental Attitude/Skills/Knowledge

Consultative Communication Basic Process
Stage 1: Understanding situation
Communication Skills
• Assertiveness
• Handling Emotions
• Reflective/Active Listening
• Information Gathering
<Exercises>

Needs and Dissatisfaction
• Language of Needs/Dissatisfaction
• Needs vs. Solutions
<Exercises>

PM Stage 2: Determining Causes
Stage 3: Exploring Solutions
Stage 4: Presenting Solutions

Handling Client’s Concerns/Complaints
Points to remember about concerns/complaints
Types of client’s concerns
White space for participant’s notes
Role-Plays Graphic representation of
process - easier to remember
and understand
Seminar Review


Negotiation Skills Negotiation Skills

This basic negotiation seminar introduces the three phases of business negotiations. Participants The overall objective of this seminar is to ensure that all participants can prepare and conduct business
learn how to analyze business situations, plan and conduct business negotiation meetings, and how to negotiations in English.
smoothly implement agreements.

The seminar introduces negotiation methods, techniques, and processes, as well as English language for
effective business negotiations.

Pre-Negotiation • Goals and Key Issues Focus the negotiation on finding win-win
Planning agreements for the key issues.
• Position and Interests Recognizing the difference between positions
and interests is often the key to finding mutually
acceptable agreements.
• Options and Proposals Creating mutually acceptable solutions to
differences benefits all parties.
• Contingency Planning Negotiators understand the bottom line and
their best alternative to a negotiated agreement.

• Strategy and Tactics Determining the right strategy for each
negotiation means that the right tactics are used
to create the right environment.
Conducting the • Opening Statement A clear opening statement helps set the right
Negotiation tone, avoid misunderstandings, and focus the
Phase One: Pre-Negotiation Planning meeting on the key issues.
Participants learn how to define ideal outcomes and identify key issues to be discussed. They learn how to • Positions and Interests Identifying real interests avoids positional
create solutions that can satisfy the real interests of each party, and how to strengthen their negotiation negotiating and results in better agreements.
position by using contingency plans and alternatives to break through deadlock situations.
• Discuss Options Discussing proposals assertively avoids
Phase Two: Conducting the Negotiation unnecessary concessions and promotes mutual
Participants learn a four stage process to help them take control of the negotiation meeting process. respect and understanding.
They learn how to prepare an effective opening statement, techniques to get behind their counterpart’s • Confirm Agreements Clearly documented agreements avoids
position and identify real interests, communication skills to help them present options persuasively misunderstandings and supports smooth
and persuade their counterparts to accept proposals, as well as useful expression and techniques for implementation.
confirming agreements and action plans. Implementing • Home Office Approval Mutual respect for different process helps
Agreements smooth implementation.
Phase Three: Implementing Agreements
• Drafting Contracts The right contract drafted by the right person
Participants learn the importance of company headquarter approval and recognizing the different
saves money and time.
negotiation processes and procedures to ratify agreements. They will understand the advantages
and disadvantages of drafting contracts, how to set-up a good communication channel to smoothly • Follow-up Communication Develop good working relationships through
implement agreements. better communication.


Negotiation Skills Negotiation Skills

Day 1 Case study group exercise
Methods and techniques
Lecture 1 - Pre-Negotiation Planning Key learning point
• Analyzing Business Situation
• Case Study Practice
Lecture 2 - Conducting the negotiation
• Four-Stage Process
• Communication Skills
• Negotiation Techniques

PM Lecture 3 – Implementing Agreements
Workshop
• Analyze Case Study
Role-Play Exercises
• Role-Play Case Study
Workshop
• Prepare Negotiation Role-Plays

Day 2
AM Negotiation Role-Plays
Stage One and Two
• Opening Statement and Position and Interests
• Video Recording

Workshop
• Negotiation Self-Evaluation and Review
• Negotiation Analysis Workshop

PM Negotiation Role-Plays
Stage Three and Four Key points translated into Supported by instructor’s powerpoint
• Discuss Options and Confirm Agreements participant’s native language slide with model answers
• Video Recording
Workshop
• Negotiation Self-Evaluation and Review


GLOBALINX CORP. - Global Business Skill Seminars

GLOBALINX CORP. - Global Business Skill Seminars

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GLOBALINX CORP. - Global Business Skill Seminars