ICAP. Open Trainings Programme. January-July 2017

Transcription

1 ICAP Open Trainings Programme January-Juy 2017

2 ICAP Open Trainings Programme Saes It's the ifebood of any business! Whatever you ca it - saes, new business deveopment, cient acquisition, account management - it s what pays everybody s saary. Doing it bady wastes everyone ese s efforts. Doing it as we as, if not better than, any other speciaist or technica part of your operation wi have a huge mutipier effect on your success. And ike any other activity, the best earn from the best. That s what we ve done. We ve buit modes of the verba behaviour patterns used by the most successfu saes peope when they se. We observe them, anayse them, and then train peope ike you (14,000 deegates in 68 countries ast year) to be the best. That means being as consutative and as persuasive when you se as anyone can possiby be. It isn t magic. It s research, ski, training, coaching, reinforcement, measurement, and above a, verba behaviour. That s our formua. Negotiation Doing a bad dea can be worse than doing no dea Whether you are part of the saes team, a highy-paid fee-earner, or a buyer of expensive goods and services for your organisation, there s penty of scope for even your best-ooking transaction to go wrong. Seing too cheapy or buying over the odds may be just part of the story. What about the contract that obiges you to make deivery commitments you just can t meet? What about the agreement that s far onger (or shorter) than you ever wanted to agree, but you caved in just to get the dea done? What about the sma favour you just agreed to in a customer meeting that you know you shoud have traded for something? Negotiation is a ski that is shrouded in myths. We ve demoished most of those by observing what successfu negotiators actuay do and say, buiding a verba behaviour profie that everyone ese can earn from, and training peope ike you to be more ike them. It isn't magic. It's preparation, panning, power, strategy, tactics, and above a, verba behaviour. That s our formua. Communication Doesn't everyone know how to communicate? Apparenty not. If they did, why woud peope constanty compain that they spend time in interminabe meetings that never seem to achieve anything? Why are so many informa interactions with coeagues often bogged down in acrimony and misunderstanding? Why is it so difficut to persuade peope to isten to your ideas or give you the resources you need to get the job done? Using anguage and using anguage skifuy are two very different things. We ve observed and anaysed verba behaviour in every setting - from the primary schoo cassroom to the PLC boardroom - and used that data to train peope across the private and pubic sectors to achieve more, to access more of their atent store of good ideas, to have more success. It isn't magic. It's panning, persuasion, toos, infuence, istening, and above a, verba behaviour. That s our formua. 2

3 Open Trainings Programme This is how we deveop skis: 1. Pan Pan for roepays/simuations using the structure provided by Huthwaite panning toos and research-based modes. 2. Practise Practise in roepays / simuations which repicate rea situations as cosey as possibe. 4. Review Refect on performance and set targets for next round of roepay/simuation. 3. Receive Feedback Receive structured feedback, incuding direct comparison to research-based ski modes. 3

4 The team of ICAP Training Soutions Romanian, Engish Andreea Iordache - Project Manager An enthusiastic deveoper of peope, Andreea Iordache is a quaified Trainer, a Coach and a Project Manager; with background in debt coection since She designed and deivered training courses in debt coection on cients range from utiities suppiers, teecommunication companies, banks, private sector businesses, both arge and sma. Her expertise invoves deivering debt coection courses not ony for Ca Centers, but aso for Coection Division on Fied, Compaints and Lega Departments. She created monitoring methods of the process, impemented professiona deveopment programs and reanayzed the coection methods, which brought continuous improvement of the resuts. Her approach is direct, cear and highy motivationa. Participants eave her courses brimming with ideas and enthusiastic about putting them into practice. The Debt Coection Training program is designed to give participants the knowedge, skis and confidence in coecting outstanding debts using the techniques of successfu debt coection. Corne Costea - Senior Trainer & Consutant Managing Partner ProactiveSoutions Corne has a significant experience in saes, management, training, marketing & business deveopment which he acquired during his years spent in consutancy, B2B and FMCG. After spending time in various management positions, such as Regiona Saes Manager, Marketing Manager or Managing Director for mutinationa companies, Corne deveoped his own practice focused on improving resuts through training and consutancy as we as a number of projects in the educationa fied. He has over 11 years of experience in training and earning deveopment and hs deivered over 500 training programs. He is a certified trainer for SPIN Seing and Negotiations from Huthwaite Internationa. Corne is a graduate of the Romanian American Business University and the Academy of Economics Studies of Bucharest. He spends his free time traveing, getting invoved in vounteer activities, deveoping educationa projects or practicing eastern traditiona medicine. Romanian, Engish Engish, Greek Giorgos Margaritis - Director As the head of ICAP Training in Greece, George ensures that a education projects are impemented to the highest standard. He is passionate about saes which considers the responsibiity of everyone in an organization, not ony of Saes Peope. He studied Business Administration at the University of Pymouth and has an MBA from the University of Sunderand, U.K. Having years of experience in product saes and services area, he began his reationship with Huthwaite Internationa in 2007 as a professiona ecturer. Since then he participated and ed a mutitude of saes training and deveopment projects, many of which have been awarded. Today as Chief Instructor & Assessor of Huthwaite Internationa for Southeast Europe he coaches instructors, offers professiona consuting to organisation, saespeope, negotiators and senior saes executives. 4

5 Sotiris Sarantopouos - Senior Trainer Sotiris is a Senior Trainer. He graduated from the Nationa Technica University (Nava Architecture - Mechanica Engineer). He has for more than twenty years worked as a senior executive in mutinationa companies Mobi Oi Heas and BP Heas fieds Operations / Logistics, Business Support, Saes and Marketing. From 2003 unti 2009 and aongside his duties, he was interna trainer of BP Heas in Greece and in Europe. Since 2010, when he joined ICAP Group, he has deivered more than 5,000 hours of training, speciaizing in saes areas and effective receivabes management. He is reay keen in deaing with negotiation trainings! His has a very professiona stye in training and enjoys observing how productivey the seminars input affect the daiy routine of trained professionas. Engish, Greek Fotis Vassopouos - Senior Trainer Fotis is a Senior Trainer and joined ICAP in For over 20 years, he worked in the Consumer Products industry and in Teecommunications, either in Saes, or as an Entrepreneur. Since 2013 he is a Certified Coach and having participated and ead a mutitude of projects in important organizations. He speciaizes in saes, negotiations, and in customer service. His professiona experience and his studies in Chemica Engineering from the Nationa Technica University of Athens, hep Fotis convert education into pithy, practica, workabe and readiy reaizabe training vaue! Engish, Greek 5

6 2 days training programme SPIN Seing Skis The Most Persuasive Thing Seers Can Do is to Show Customers That They Can Provide What Has Been Asked For Obvious? Yes. So why do typica saespeope spend 95% of their time doing something ese? Huthwaite's unique research, invoving the observation of some 40,000 business-to-business saes interactions, reveas exacty what seers do in successfu cas, and how rarey it happens! We Hep You to Address Issues Like These: Customers just don't see why we're worth a price premium We're treated ike a commodity instead of a high vaue suppier/partner Many of our seers come from a technica background, so they tak about technica features instead of exporing the cient's business issues We need to be sure our seers buid vaue for our unique differentiators We need skis that give us a common anguage and success measures throughout the business We need an approach that goes beyond training we want to improve the quaity of our customer experience. By deivering a set of essentia verba skis that give seers the abiity to uncover and deveop needs effectivey, demonstrate vaue and make high-impact benefit statements. For the first time we had to earn to isten rather than simpy tak to our customers. Easy to say, much harder to achieve However, improving the consutative saes skis (SPIN ) of our peope. This is the reason why saes peope every year, chose SPIN in order to deveop their saes skis. Objectives: By the end of the programme, participants wi: have anaysed the strengths and weaknesses of their present seing stye be abe to describe the psychoogy of customer needs understand how major buying decisions are made be abe to infuence a members of a decision making unit have demonstrated the key behaviours used by effective saespeope in their verba interactions with customers have a framework for panning saes cas in terms of these behaviours have practised behaviours that greaty reduce the ikeihood of objections have frequenty and objectivey measured their performance compared with the skied behaviour mode and created an action pan for continued deveopment of the skis after the programme. 6

7 SPIN Seing Skis Programme Overview The psychoogy of decision making Opening the ca Uncovering and deveoping customer needs The SPIN mode: 3 Situation Questions 3 Probem Questions 3 Impication Questions 3 Need-payoff Questions Demonstrating Capabiity Practica toos to anayse and organise a Persuasive Case Obtaining Commitment Objections prevention and handing. Target audience SPIN Seing Skis is aimed at anyone in saes, business deveopment or in some other customer-facing roe where demonstrating vaue to a prospect or customer is an important part of what you do - or shoud be doing. Appy for one of the upcoming trainings: 27-28/4 Bucharest 6-7/07 Bucharest Participation Fee: 450 +VAT - Duration: 16 hours (two days) 7

8 2 days training programme Effective Receivabes Management The crisis and the effects it brings aong, are aso infuencing the nature of transactions with customers. Receivabes Management is becoming harder and harder. Proper diagnosis, monitoring and mainy management of receivabes is more crucia than ever. The financia crisis and its consequences affect the customers' transactiona behaviour. The receivabes management continuousy becomes more and more chaenging. The appropriate diagnosis, monitoring and management of outstanding baances are more reevant than ever. In addition to the knowedge and toos avaiabe today for receivabes management, we need to adapt to the new conditions by deveoping skis that make us more effective, whie maintaining good reationships with our customers. The program Effective Receivabes Management aims to deveop a coection cuture within the organisation. It promotes the adoption of productive behaviours and best practices in order to strengthen the cimate of confidence, mutua commitment and exchange of the necessary information between cient and suppier for finding a soution for the reguation or fina settement of amounts that are overdue. Objectives: By the end of the programme, participants wi: have an anaytica framework to identify the debtor's profie and to design the reevant communication utiize modern investigative techniques to identify the debtor's possibiities pan a tactic to bring the communication to the desired resut (coection, arrangement - settement) demonstrate the abiity to sove probems, manage compaints and highight the common grounds utiize skis and attitudes to be abe to structure and contro the contact with the debtor from the beginning to the end reaize - design / deveop - strategies to maintain a positive atmosphere and face stagnation or deadocks manage "difficut" borrowers who raise objections objectivey measure their performance inking it to the mode of success 8

9 Compex Negotiation Skis Content Introduction Basic principes of Behaviour Anaysis - how it is used in research and ski deveopment The Resuts Matrix Types of cas Possibe outcome Preparation and design of the communication How to identify the debtor's profie Anaysis on the equiibrium of forces (STREAK) Reasons for Deay - Anticipating and managing objections How to overcome the fear and the thoughts that prevent you to suggest suitabe adjustment of the bad debt Verba behaviours during communication Genera behaviour categories (Initiative - Carification - Reaction - Procedure) Behaviours for maintaining the Contro Behaviours for practising Force Behaviours for Persuasion How to understand your current stye of persuasion in what ways are you using the "push" and the "pu" Productive and counterproductive behaviours Case study The workfow of Receivabes Management Key points and work instructions to optimize the receivabes management process The importance of iquidity Management of difficut / compex cases Negotiation in receivabes management The difference between negotiation and persuasion - when to convince and when to negotiate Possibe resuts Win-Win, Lose-Lose, Win-Lose Preparation: objectives, issues, imits, possibe trade-offs Phraseoogy of negotiation: Effective and ineffective approaches Maintaining productive cimate, overcoming deadocks and cosing the dea Pan of the negotiation Common grounds, ong-term and short-term effects Understanding the position of the other side Retreat Strategies Target audience The program is suitabe for Receivabes Managers, Credit Contro Managers, Saes Representatives, Saes Managers and members of the Finance and Accounting Divisions invoved in receivabes management. Appy for one of the upcoming trainings: 11-12/5 Bucharest 13-14/7 Bucharest Participation Fee: 450 +VAT - Duration: 16 hours (two days) 9

10 2 days training programme Financia Assessment of Customers/ Suppiers Are you often asked to assess the financia position of potentia or existing customers or suppiers? Do you need to assess daiy the credit risk arising from your coaborations? Do you want to deveop skis of anaysis and interpretation of information and data provided by financia statements? Are you required to choose between profitabiity and iquidity? Do you want to know how your decisions affect the iquidity & financia efficiency of your organization? The program "Financia Assessment of Customers/ Suppiers" of ICAP Training Soutions is fuy adapted to the Romanian Accounting Standards when reviewing unisted companies, and to the Internationa Accounting Standards for the pubic companies. It does not require knowedge of economics but rather graduay buids targeted financia skis needed for financia assessment of customers or suppiers. Those who wi attend, wi recognize that it is a speciay designed program for the Romanian environment, where participants earn to interpret financia statements & evauate the short-term iquidity, effectiveness of management, efficiency, ong-term viabiity and credit risk, through the usage of mutipe practica exampes from the most recent financia statements of Romanian companies, exercises and a case study. Objectives: By the end of the programme, participants wi: be famiiar with the fundamentas of the business and wi understand how these are affected by everyday transactions understand and be abe to utiize the data from the financia statements, in order to take informed decisions understand how his proposas/ decisions affect the resuts of the organization why his organization is requesting to achieve specific financia resuts have mastered the three basic financia statements (baance sheet, income statement and cash fow statement) of customers / suppiers and how they compare with competing companies in the same industry understand the importance of managing working capita for the iquidity of the company be trained on assessing the financia position of customers / suppiers using appropriate financia ratio be famiiar with how to determine the customers' credit imit, and wi understand how the ratios can be used to evauate credit risk 10

11 Coaching Skis for Leaders Content Key financia accounts Assets Depreciation and Impairment Financia Leasing Inventories, Receivabes, Cash Net Worth Provisions Current and Long Term Liabiities What is working capita Revenue and Profit, Losses and Expenses, Cost of Saes Exercises for understanding the interaction between financia accounts The three main financia statements Financia Statements based on IFRS (Internationa Financia Reporting Standards) and Romanian Accounting Standards (RAS), basic principes Baance Sheet Income Statement Cash Fow Statement What they represent and how to use them Correation and interactions between the Financia Statements Famiiarization with the format of IFRS and RAS Financia Statements Famiiarization exercises with IFRS and RAS Financia Statement tempates for understanding the accounts of the respective company types Financia assessment of the companies based on financia ratios "Common Size" Anaysis: what is it and how it heps Activity, Liquidity, Efficiency, Capita Structures and Sustainabiity Ratios How to utiize the financia assessment of companies in the decision-making process Famiiarization exercises with financia rations of rea companies Credit risk management Defining the customer's credit imit How the evoution of financia accounts outines creates credit risk and how it is reveaed by financia ratios Exampe of credit risk assessment Famiiarization exercises for credit risk assessment based on actua financia accounts and ratios Case study Credit risk assessment based on actua financia statement Target Audience The program is suitabe for empoyees invoved in the functions Credit Contro, Saes, Purchasing, Suppy Chain, Logistics, Business Anaysts & Controers, when they need to enhance their skis in company financia and credit risk assessment. Appy for the upcoming training: 25-26/5 Bucharest Participation Fee: 550 +VAT - Duration: 16 hours (two days) 11

12 ICAP Registration Form With the foowing appication we are registering for the training programmes:... which wi take pace on conducted by ICAP.... in Bucharest and wi be Company Information Company Name Fisca code Street Address City Phone Number Emai Address Participants Participant's Name Job Position Activity Posta Code Fax Number Emai Participation fee... Number of participants... Tota... The participation fee incudes: access to a presentations incuded in the course agenda, unch & coffee breaks and reevant materia. Pease fi in the above Registration Form and send it through e-mai at peopesoutions@icap.ro. Foowing this, pease proceed to depositing the above Fina Amount to one of these Bank Accounts by mentioning your Company's Name: Bank account ALPHA BANK-Pera: Ro67 BUCU E RO02- RON, RO24 BUCU E EU02- EURO Bank address: 2 Stefan ce Mare street, B.13, 2 district, Bucharest Finay, forward us the payment receipt by emai at peopesoutions@icap.ro Your participation wi be reserved. In case you cannot take part at our Training, a coeague of yours may participate on your behaf without any extra charge. I agree my persona data to be used by the ICAP Group and its partners for advertising, marketing and advertisement purposes, in compiance with Law 677/2001 (Protection of Individuas with regard to the processing of persona data) Terms and conditions: * By fiing in this form you express your intention to participate to the training. o YES o NO 12

13 Open Trainings Open Trainings by ICAP Training Soutions are targeted, at defaut, at individua professionas and sma teams. Participants are therefore enabed to exchange opinions and experiences with executives of different organizations. For arger groups of participants, a trainings are aso provided in house, which offers the abiity of configuration, depending on the needs of each individua organization. 13

14 Headquarters: ICAP Romania: ICAP Bugaria: ICAP Serbia: ICAP Cyprus: ICAP Bosnia & Herzegovina: 2 Eeftheriou Venizeou Ave., Kaithea , Greece Mrs. Kaiopi Arapekou, te , e-mai: icaptraining@icap.gr, Goba City Business Park, 10 Bucuresti - Nord Road, Buiding O21 Vountari, Ifov - Romania Mr. Petros Schiizzi, te , e-mai: PSchiizzi@icap.ro, 38 Cherkovna Str., f.2, office 7,1505 Sofia, Bugaria Mr. Hristo Kassovski, te , e-mai: hkassovski@icap.bg, 90v Omadinskih Brigada, Begrade, Serbia Mrs. Jeena Stankovic, te , e-mai: jstankovic@icap.rs, 30 Karpenisiou, 1077 Nicosia, Cyprus Mrs. Kaiopi Arapekou, te , e-mai: icaptraining@icap.gr, Vase Peagica 12, Banja Luka, Bosnia & Herzegovina Mrs. Jeena Stankovic, te , e-mai: jstankovic@icap.rs,