BUSINESS TRAINING. Courses are available in In-House Training Online Live Training e-training

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1 BUSINESS TRAINING Courses are available in In-House Training Online Live Training e-training

2 CONTENT WORKING SMARTER: USING TECHNOLOGY TO YOUR ADVANTAGE RESEARCH SKILLS RISK MANAGEMENT CRM: AN INTRODUCTION TO CUSTOMER RELATIONSHIP MANAGEMENT EFFECTIVE CRISIS MANAGEMENT BUSINESS SUCCESSION PLANNING

3 WORKING SMARTER: USING TECHNOLOGY TO YOUR ADVANTAGE Course Code:BT0020 Technology is supposed to make life easier and simpler, but most managers find themselves cleaning up the messes caused by too many gadgets. This two-day Working Smarter workshop will show participants how to leverage technology to work smarter, not harder. This two-day workshop will help you teach participants how to: Make your workplace a technology-friendly place Make the most of computers, telephones, instant messaging, , contact management applications, and scheduling software Communicate better with the IT department Make the best software and training choices Set an IT budget Set expectations and responsibilities for security and privacy Keep employees safe and healthy Develop and implement a system usage policy Implement policies for dealing with company property Decide whether or not employees should telecommute Make telecommuting work Deal with workplace rage Address technological issues COURSE OUTLINE 1. Course Overview 2. Making Your Company a Technology-Friendly Place 3. Conquering Computers 4. Communicating with the IT Department 5. Choosing Software Wisely 6. Technical Training 7. Setting an IT Budget 8. Security and Privacy 9. Uncontrolled vs. Controlled Networks 10. Ergonomics 11. System Usage Policies 12. Taking Care of Company Property 13. Time-Saving Tools 14. Telephone Etiquette 15. Instant Messaging 16. Telecommuting 17. Workplace Rage 18. It s Not Working! 19. A Policies and Procedures Checklist

4 RESEARCH SKILLS This Two-day workshop will teach you how to research any topic using a number of different tools. We will start with basic techniques, such as reading, memory recall, note-taking, and planning. We will also talk about creating different kinds of outlines for different stages of your project, and how to move from the outline to actual writing, editing, and polishing. Most importantly, we will talk about how to use all kinds of sources, including a library s Dewey Decimal System, journals, and the Internet. This workshop will help you teach participants how to: Identify the benefits to proper research and documentation Read for maximum information retention and recall Take effective notes Plan a research strategy Identify and use various types of research sources Create preliminary and final outlines Use style guides and be able to identify the most common styles Document and attribute their work to ensure they don t plagiarize COURSE OUTLINE 1. Course Overview 2. Why Are Research Skills Important? 3. Basic Skills 4. Planning Your Research Strategy 5. Where to Look and What to Look For 6. Finding Information the Old-Fashioned Way 7. Researching with the Internet 8. Getting Ready to Write 9. Putting Pen to Paper Course Code:BT0021

5 RISK MANAGEMENT Risk management has long been a key part of project management and it has also become an increasingly important part of organizational best practices. Corporations have realized that effective risk management can not only reduce the negative impact of crises; it can provide real benefits and cost savings. The risk management framework provided in this workshop is flexible enough for any organization. You can apply it to a single project, a department, or use it as a basis for an enterprise-wide risk management program This one-day workshop will help you teach participants how to: Define risk and risk management Describe the COSO ERM cube and ISO Establish a risk management context Describe the 7 R s and 4 T s that form the framework of risk management activities Design and complete a basic risk assessment Determine the appropriate response to risks and create a plan for those responses Describe the key components of reporting, monitoring, and evaluation of a risk management program COURSE OUTLINE 1. Course Overview 2. Understanding Risk 3. Risk Management Activities 4. Assessing Risk 5. Responding to Risks 6. Resourcing Controls 7. Reaction Planning 8. Reporting and Monitoring 9. Reviewing and Evaluating the Framework Course Code:BT0022

6 CRM: AN INTRODUCTION TO CUSTOMER RELATIONSHIP MANAGEMENT This Two-day course will help you introduce the different facets of Customer Relationship Management (CRM) to participants. It will also help you teach them how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization. This course will help you teach participants how to: Demonstrate an understanding of the terms and benefits of CRM on a company s bottom line Analyze the different components of a CRM plan Develop a checklist for readiness and success in CRM Describe how CRM creates value for organizations and customers Consider developmental roles that have the greatest impact on CRM COURSE OUTLINE 1. Course Overview 2. Customer Relationship Management 3. What CRM Is and Who It Serves 4. Checklist for Success 5. Requirement Driven Product Selection 6. Considerations in Tool Selection 7. Strategies for Customer Retention 8. Building the Future 9. Home grown vs. Application Service Provider 10. The Development Team 11. Evaluating and Reviewing Your Program Course Code:BT0023

7 EFFECTIVE CRISIS MANAGEMENT We must devote a lot of effort to prevention Course Code:BT0024 Viable organizations need to be ready for emergencies because they are a fact of doing business. The worst plan is not to have any kind of plan at all, and the best plans are tested and adjusted so that they work over time. Fortunately, you do not need separate plans for fire, weather disasters, and all the different kinds of crises that can occur. One solid plan will help you to prevent, respond, and recover from all crises. This two-day course will help you ensure your organization is ready to manage any kind of crisis. WHAT YOU WILL LEARN How to put the right people in place with a crisis management team and appropriate training. How to identify and assess crisis risks, develop a response process, and gather appropriate resources. How to respond to, document, and investigate crises; establish an emergency operations center; create a continuity plan; and recover from a crisis. TOPICS COVERED 1. What is crisis management? 2. Training leaders and staff 3. Conducting the crisis audit 4. Performing a risk level analysis 5. Developing a response process 6. Consulting with the experts 7. Incident management techniques 8. Working through the issues 9. Establishing an emergency operations center 10. Building business continuity and recovery 11. Recovering and moving on 12. Plenty of case studies and practice opportunities TRAINING OBJECTIVES Assign people to an appropriate crisis team role Conduct a crisis audit Establish the means for business continuity Determine how to manage incidents Help your team recover from a crisis How to apply the process

8 BUSINESS SUCCESSION PLANNING Developing and Maintaining a Succession Plan Course Code:BT0025 This Business Success Planning training will help human resources and executive leadership prepare for the ongoing viability of business operations. They ll work to determine key members of their organization, who is in a position to provide mentorship, strengths that the company currently possesses, and how to recover when employees choose to pursue new opportunities. This two-day course will help you teach the basics about creating and maintaining a succession plan. WHAT YOU WILL LEARN How to develop and maintain a succession plan with the SUCCESS model, which includes developing a system: Identifying resources, creating risk assessments, developing action plans, implementing those plans, and evaluating the results. TRAINING OBJECTIVES Demonstrate an understanding of the value of succession planning for successful businesses. Demonstrate expertise with the key elements of a succession plan. Create and discuss aspects of a succession plan. Discuss the elements of a succession plan in terms of roles, responsibility, function, scope, and evaluation. TOPICS COVERED 1. A need for succession planning 2. Defining a succession plan 3. Identifying resources and analyzing risks 4. Defining roles, responsibilities, and functions 5. Gathering information and forecasting needs 6. Putting the plan together 7. Putting the plan into action 8. Evaluating and reviewing the plan 9. Your action plan