Communication Skills14

Transcription

1 Intercultural and Programme Directory Communication Skills14

2 what our clients say... Brilliant trainer with fascinating anecdotal experience. Learning and Development Manager, Nomura The trainer knew the subject matter intimately with very relevant experience as he had operated at a very high level in India. Head of Career Development, Rolls Royce The trainer was excellent. Experience and knowledge clearly came through. Positioned perfectly. Senior Partner, KPMG Great training programme which focused well on my need for more knowledge about Chinese business culture. Manager, Tesco I found the Effective Business Writing course beneficial because it allowed me to learn how to plan my drafting, and how to develop a clear, concise and accurate writing. Only a few days after the course, my line manager congratulated me on the improvements I had made. Diplomat, Foreign & Commonwealth Office

3 Contents INTRODUCTION TO INTERCULTURAL AND COMMUNICATIONS SKILLS PUBLIC PROGRAMMES 3-4 COUNTRY SPECIFIC PROGRAMMES 5-10 DOING BUSINESS IN CHINA 5 DOING BUSINESS IN INDIA 6 DOING BUSINESS IN JAPAN 7 DOING BUSINESS IN BRAZIL 8 (NEW) WORKING EFFECTIVELY WITH THE BRITISH 9 DOING BUSINESS IN THE MIDDLE EAST 10 INTERNATIONAL BUSINESS PROGRAMMES WORKING EFFECTIVELY ACROSS CULTURES 11 (NEW) GLOBAL VIRTUAL WORKING 12 MANAGING INTERNATIONAL TEAMS 13 MANAGING GLOBAL TALENT 14 COMMUNICATION SKILLS PROGRAMMES EFFECTIVE BUSINESS WRITING 15 WRITING WITH IMPACT 16 PROFESSIONAL WRITING 17 GRAMMAR AND PUNCTUATION FOR BUSINESS COMMUNICATION 18 EFFECTIVE PROPOSAL WRITING 19 INFLUENCING AND NEGOTIATING SKILLS 20 (NEW) MANAGING CHALLENGING SITUATIONS 21 PRESENTING WITH IMPACT 22 COMMUNICATING WITH IMPACT 23 CASE STUDIES TRAINER PROFILES 26 OTHER SERVICES PUBLIC PROGRAMME SCHEDULE 28 TERMS AND CONDITIONS 29

4 Communicaid Culture and Communication Skills Consultancy We assist the world s leading organisations to mitigate the risks and maximise the opportunities of working in a complex and ever-changing international environment. Experience Communicaid offers you unrivalled experience in intercultural and communication skills training and consultancy. Our ability to offer a personalised solution, combined with a global reach, allows us to count many of the world s leading organisations among our clients. Innovation Client-led solutions together with continuous improvement and programme innovation guarantee you the most up-to-date approach and training. Impact Using a unique 3-step approach of: 1) Diagnostic Consultancy 2) Programme Design 3) Impact Management We design and deliver intercultural and communication skills training and consultancy that deliver tangible, long-term benefits to your organisation and employees. Our Clients Include BAE Systems Barclays BASF BP Burberry Cable & Wireless Cadbury Deutsche Bank ExxonMobil EBRD GlaxoSmithKline HSBC KPMG L Oréal M&S Nomura Orange Rolls Royce Santander Standard and Poor s Tesco Vodafone 3

5 Public Programmes Communicaid is delighted to announce our 2014 intercultural and communication skills public programmes. We have included many previous favourites as well as exciting new programmes in response to feedback from our clients. These public programmes offer you the opportunity to get to grips with many of the most important cultural and communication challenges affecting international organisations. You will work with expert trainers in a lively and interactive environment with delegates from a wide range of industries. New in 2014 Working Effectively with the British Global Virtual Working Managing Challenging Situations Who Will Benefit? Global team managers Outsourcing professionals Marketing and sales teams Operation/Production directors and teams Global HR, Learning and Development and Talent Managers Native and non-native English speakers Location Intercultural Training Our intercultural programmes enable you to effectively build long-lasting, profitable relationships with culturally diverse counterparts. Delivered by expert trainers with extensive firsthand experience in their respective fields, these programmes will assist you to: Become more equipped to conduct international business Gain a better insight into the cultural issues at play when working globally Work more effectively when part of or managing a multicultural team Communication Skills Training Our communication skills programmes support you to improve your ability to communicate more effectively not just with clients but also with colleagues, suppliers and other contacts. We offer a range of presenting, interpersonal, negotiating and writing skills programmes aimed at helping you to: Achieve the desired positive impact for your communication Engage your public and build positive rapport more effectively Persuade and build confidence in your audience All programmes take place at our training centre located in the City of London. To book your place or discuss in-company solutions, please contact our Business Development team: +44 (0) public@communicaid.com 4

6 Doing Business in China The most populous country in the world, the People s Republic of China continues to see foreign companies race to invest in its companies and industries. A country of etiquette and ceremonies, understanding Chinese cultural, ethical and business values is paramount for any organisation wishing to conduct business in today's rapidly progressing China. Doing Business in China has been designed to provide you with the necessary knowledge to ensure your success and combines in-depth background information with hands-on practical advice. This programme provides you with: A framework for understanding Chinese business culture Analysis of cultural values and behaviours prevalent in China Discussion of the potential issues involved in establishing business in China Practical strategies for working more effectively with Chinese counterparts Anyone who is: Doing business with China Establishing a network of Chinese suppliers Experiencing the challenges of working in China Employing Chinese nationals within their organisation 13 February, 3 June and 21 October China and the Chinese: Confucianism and the Chinese mind; Chinese language or languages? Chinese economy: facts and statistics Working and doing business in China: company structures and key characteristics; etiquette; relationships and Guanxi ; values at work Communicating with the Chinese: meeting styles and organisation; Chinese vs. Western communication styles; decision-making process and how to reach agreement 5

7 Doing Business in India This programme provides you with: A framework for understanding Indian business culture Analysis of cultural values and behaviours prevalent in India Discussion of the potential issues involved in establishing business in India Practical strategies for working more effectively with Indian counterparts Anyone who is: Outsourcing to India Doing business with India Establishing a network of Indian suppliers Experiencing the challenges of working in India Employing Indian nationals within their organisation Indian culture is complex, having been shaped by a variety of influences ranging from Hindu philosophy to British colonialism over thousands of years. More recently, spectacular economic growth and the explosion of offshore outsourcing and manufacturing have brought even greater economic and social changes to India and its population. Doing Business in India addresses the cultural issues related to working in or with India and is ideal for professionals who wish to understand India and its people better with the aim of building more successful business relationships. India overview: a country of contrasts; historical and political overview; languages in India Religions, customs and peoples: Indian identity; religion and its influence; importance of the family; attitudes to and perceptions of foreigners The economic and business environment: current economic climate and the big changes of the 90s and 00s; key sectors in India and the growth of consumerism; structure and hierarchy of Indian companies Indian working practices: management styles, team working and project planning Communication and culture: Indian communication styles; establishing successful business relationships; approaches to decision-making 27 February, 1 May and 25 September 6

8 Doing Business in Japan Japan has a strong sense of hierarchy, honour and etiquette which creates a minefield of potential challenges for many global organisations. Understanding Japanese cultural, ethical and business values is paramount to any organisation wishing to conduct business in today's rapidly progressing Japan. Doing Business in Japan has been designed to provide you with the necessary knowledge to ensure your success and combines in-depth background information with hands-on practical advice. This programme provides you with: A framework for understanding Japanese business culture Analysis of cultural values and behaviours prevalent in Japan Discussion of the potential issues involved in establishing business in Japan Practical strategies for working more effectively with Japanese counterparts Anyone who is: Doing business with Japan Travelling regularly to Japan Establishing a network of Japanese suppliers Experiencing the challenges of working in Japan Employing Japanese nationals within their organisation 10 April, 19 June and 16 October Introduction to Japan: core values and cultural norms; history, society and culture; Japanese economy; Japanese attitudes to the West Japanese behaviour: taboos and inappropriate behaviour; social contacts Navigating Japanese business culture: Japanese company structure; objectives and values; corporate values; work ethic; key considerations Japanese working practices: business leadership; teamwork vs. individualism; upward mobility; business communication styles Socialising for business: building relationships Body language: misunderstandings and how to avoid them 7

9 Doing Business in Brazil This programme provides you with: A framework for understanding Brazilian business culture An understanding of cultural values and behaviours prevalent in Brazil Greater awareness of potential issues involved in establishing a business in Brazil Practical strategies for working more effectively with Brazilian counterparts Anyone who is: Doing business with Brazil Travelling regularly to Brazil Investing in or setting up a new subsidiary in Brazil Experiencing the challenges of working in Brazil Employing Brazilian nationals within their organisation Understanding Brazil and the Brazilians: historical perspective, geography, economy, people and society Cultural attitudes and behaviours: relationship vs. task orientation, status and hierarchy, gender attitudes, risk and time Working and doing business in Brazil: managing meetings, negotiating in Brazil, attitudes to outsiders/foreigners Communication styles: taboo conversation subjects, virtual communication As one of the BRIC countries, Brazil has experienced phenomenal growth over the last decade. Driven in large by its immense natural resources, this growth has seen Brazil firmly establish itself as a world economic power. As hosts to the 2014 World Cup and 2016 Olympics, all eyes will be on Brazil as it gears up to welcome the world. There are immense opportunities for organisations across all sectors who wish to do business with Brazil and benefit from this dynamic market. The challenges of investing and doing business in Brazil should not be underestimated however, as Brazilians bring different cultural attitudes and values to business. Understanding and preparing for these differences is key to ensuring longterm success in Brazil. Doing Business in Brazil has been developed specifically to assist you and your organisation to be more effective when doing business with Brazilians by offering you valuable strategies for successful communication and an increased awareness of the cultural variables that influence working practices, communication and relationships in Brazil. 26 March, 4 June and 1 October 8

10 Working Effectively with the British The UK is an international hub for commerce, finance and insurance offering flexible labour markets, excellent travel links and an unrivalled talent pool. However, working with British counterparts can be perplexing for the uninitiated who lack a clear understanding of the cultural drivers and norms at play when working in the UK. Working Effectively with the British has been designed to provide you with the cultural tools and knowledge you require to work effectively with your British counterparts. You will learn how to interpret and adapt to the British mindset and develop best practice to build more effective relationships through a greater understanding of British cultural attitudes and behaviours. This programme provides you with: A framework for understanding British business culture An understanding of cultural values and behaviours prevalent in the UK and their impact on working practices Discussion of the potential issues involved in establishing strong relationships with your British counterparts Practical strategies for working more effectively with the British Anyone who is: Working on a project with British colleagues Establishing a joint venture with British partners Working within a British organisation Regularly required to communicate remotely with British counterparts 11 March, 10 June and 5 November Introduction to British culture: regional diversity, religion and customs Key British cultural values and attitudes in the workplace: teamwork and personal accountability, privacy and work-life balance and the value placed on socialising for work Working practices in British business: company structure, meeting protocols and etiquette, decision-making, scheduling, planning and deadlines Communicating effectively with the British: indirect communication, politeness, levels of formality, low context, non-verbal cues, greetings and small talk, humour, personal space Building effective relationships and establishing trust with British counterparts 9

11 Doing Business in the Middle East This programme provides you with: A framework for understanding business culture in the Middle East Analysis of cultural values and behaviours prevalent in the Middle East Opportunities to discuss potential issues involved in establishing business in the Middle East Practical strategies for working more effectively with counterparts in the Middle East Anyone who is: Setting up business in the Middle East Travelling regularly to the Middle East Experiencing the challenges of working with the Middle East Recruiting and employing Middle Eastern nationals within their organisation Breaking down stereotypes and perceptions of the Middle East Key cultural values in the Middle East Communication styles in the Middle East Cultural etiquette for both social and professional contexts Communicating in English in the Middle East When and how to use written communication Intercultural competencies for more effective relationship building and communication Non-verbal communication and listening habits Dealing with culture clash: what happens when different cultures meet Developing concrete strategies for more effective working in the Middle East The Middle East is a region with a population of 200 million and still growing. It is a significant emerging market, not only because of its clear potential but also because it brings with it long established links with Asian, former Soviet and African markets. The shift by certain Arab countries such as Oman and the United Arab Emirates to openly court foreign investment has further encouraged international business endeavours. Like doing business in the West, organisations doing business in the Middle East need to understand who they are dealing with their markets, their clients and their competition. However, there are many preconceptions and stereotypes of the Middle East that may obscure your understanding of your counterparts true values, attitudes or motivations. Doing Business in the Middle East has been designed to help you prepare for your dealings in Bahrain, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia and the United Arab Emirates and will provide you with the necessary knowledge, in-depth background information and hands-on practical advice to ensure your success in these countries. 5 February, 21 May, 10 September and 12 November 10

12 Working Effectively across Cultures When working with counterparts from other cultures you may have been frustrated by the fact that they do things in ways that are fundamentally different to your own. Perhaps their priorities in the workplace are different to yours or they seem to be sending you mixed messages. These different cultural attitudes and behaviours are instilled early on in life and expressed in the way we behave and interact. Everything we do is influenced by our cultural preferences, from the way we stand and talk, to the way we deal with superiors, conflict and decision-making. These intuitive and deeply founded differences can lead to failed intercultural communication and faux-pas if they are not correctly understood or interpreted. In an increasingly competitive global marketplace, being able to work effectively across cultures is no longer a nice-to-have skill but a key competency for all employees. This programme will develop your global competence through an increased awareness of the cultural values, attitudes and behaviours that impact on the workplace, allowing you to communicate more effectively and efficiently across cultures. 6 February, 30 April, 18 September and 19 November This programme will provide you with: An understanding of underlying cultural attitudes, values and behaviours and their impact on the workplace An increased awareness of your own communication style and working preferences and how these impact counterparts from other cultures An awareness of key global competencies you need to focus on and develop to be effective in your international role through an interactive selfassessment tool Practical tips and strategies for communicating more effectively across cultures Anyone who: Works in an international environment or on global projects Works with an international client base or multicultural team Travels regularly overseas for business Communicates increasingly with colleagues in other countries Experiences the challenges of working with counterparts from other cultures Introduction to culture and global competence The impact of cultural values, attitudes and behaviours on work Perceptions, stereotypes and expectations across cultures Global communication styles: high/low context, non-verbal Virtual communication across cultures Interactive self-assessment exercise Communicating in English as an international language Developing your global competence: awareness, skills and strategies Practical tools and strategies for communicating more effectively across cultures 11

13 Global Virtual Working This programme provides you with the tools to: Understand the cultural factors that create different working and communication styles Develop practical strategies to counter the challenges of remote global communication Select the appropriate medium and communication style for each particular context Communicate more effectively with colleagues based remotely Anyone who is: Has a global function within their organisation Regularly works as part of international virtual project teams Liaises with clients and colleagues based in overseas locations or offices Relies on s, telephone calls and video conferences to communicate with international counterparts Cross-cultural values and attitudes affecting virtual and remote working Cultural perceptions and assumptions: how we are perceived Practical challenges and solutions for global virtual working Forming, managing and measuring virtual relationships Best practice for harnessing the benefits of global virtual working Global organisations are keen to harness the expertise of international employees worldwide while maximising the cost benefits of virtual working. It is now common for employees to work as part of a matrix structure and be managed by someone from another part of the world or work on international joint ventures or project teams drawing together expertise from several continents. However, all too often organisations ignore a fundamental management principle that global virtual workers must be fully integrated, managed and motivated. Cultural differences in communication styles and working practices can easily become amplified and cause a loss of efficiency and money if not addressed and channelled appropriately. Aimed at those who manage or work with geographically dispersed colleagues, Global Virtual Working will help you to understand the benefits and challenges of virtual global working and enable you to develop best practice for remote communication. 4 March and 17 September 12

14 Managing International Teams Now more than ever, there is greater opportunity for international collaboration for global and virtual teams. The benefits this brings are obvious but less so are the frustrations, challenges and conflicts of dealing daily with individuals from different cultures. Managing International Teams has been designed to help you understand your international counterparts and colleagues more effectively, allowing you to select and deploy some of the elements of their cultures to maximise teamwork and strengthen group performance and co-ordination. This programme provides you with the tools to: Develop a greater awareness of the values, attitudes and behaviours of different cultures Communicate more effectively - both faceto-face and remotely - with colleagues from other cultures Benefit practically from the different ideas and approaches of team members from other cultures Plan and coordinate working in crosscultural teams Manage cross-cultural conflict with greater success Anyone who: Has a global function within their organisation Regularly manages international project teams Manages or collaborates with team members from different cultures 25 February, 15 May, 11 September and 6 November Cross-cultural issues at work: benefits and challenges of cross-cultural team working; cross-cultural values and attitudes within teams; working practices and styles Strategies for international team building: organisational culture and the concept of a third culture ; strategies and solutions for effective team working Achieving successful communication within your team: English as the language of international communication; how to cope with the challenges of virtual communication Related courses Working Effectively across Cultures 13

15 Managing Global Talent This programme provides you with: An understanding of cultural drivers that motivate and incentivise employees across different geographies A comparison of key people management styles across cultures Practical strategies for managing and developing talent across cultures A take away toolkit for developing best practice for global talent management This programme is aimed at: Global HR, Organisational Development, Leadership Development and Talent Managers International assignment or relocation specialists People managers working in an international role Cultural drivers affecting global working practices Expectations and perceptions of people management and development across cultures Understanding the global mindset: qualities and attributes for effective global working Assessing and developing a global mindset in your workforce Preparing local talent for global roles Practical strategies, techniques and tools for more effective global talent management and succession planning Global talent is the greatest strength of successful international organisations, yet many companies struggle to effectively attract, develop and retain a talented workforce. Careful talent management and succession planning across global operations can be extremely challenging as well as time consuming due to the diverse needs of local markets and populations. Maximising human capital effectively across the globe requires a subtle combination of global best practice, local understanding and awareness of the impact of cultural orientations on workplace behaviours and motivations. Managing Global Talent offers in depth insights into the challenges and opportunities facing organisational development, leadership and talent management teams in global organisations and helps you to identify the qualities and competencies needed to give your global talent pool the competitive edge. Training provides you with greater awareness of the complex cultural issues at play when transforming high performers into future leaders. 5 March and 30 September 14

16 Effective Business Writing In today s busy working environment it is essential to produce clear and professional written communication to tight deadlines. This programme is aimed at equipping participants with the confidence and skills to produce professional written communication, be it a report, proposal or . It will build understanding of the key elements of good writing such as planning, style, audience awareness, punctuation and grammatical accuracy. By the end of a highly intense and interactive day all attendees will display more confidence in their ability to draft effective business correspondence. 11 February, 12 March, 13 May, 18 June, 16 September and 4 November This programme provides you with the tools to: Speed up the writing process Develop a professional, reader-friendly written style Expand the range of language you are able to use Edit your own and others written work more effectively Improve the presentation of your business documents Anyone who: Needs to write a large number of business documents at speed Would like to refresh their knowledge of sentence structure, grammar and punctuation Currently relies on colleagues and supervisors to edit their work Would like to develop a more professional business style Key principles of good writing Importance of planning and organisation Editing skills Punctuation and grammatical review Language expansion Passive or active voice Linking and sequencing your ideas Tone and register Document types and approach Related courses 15 Writing with Impact Professional Writing

17 Writing with Impact This programme provides you with the tools to: Express complex ideas and issues effectively in your written communication Write documents that get read Build rapport with your readers Write to influence, persuade, motivate and inspire Write punchy documents that produce a desired response Anyone who: Needs to ensure that their written communication is read and acted upon Produces sales and marketing literature Writes documents that require a decision or action Has already attended Communicaid s Effective Business Writing programme In order to ensure that your communication is read and acted upon, you need not only to write competently, but also write with impact. While a document may be correctly written and well structured, there is often a distinct absence of the sophisticated and targeted language necessary to influence, inspire and persuade. What is more, the correct use of register, tone and degree of warmth is often missing which can seriously impact how your message is received and acted upon. This one-day Writing with Impact course will provide you with the high level skills necessary to communicate more effectively with your audience. You will gain a competitive advantage and develop your ability to write more persuasive and reader-focused documents. Review of key principles of good writing Techniques for creating impact Language to persuade and influence Techniques for emphasis Making your writing memorable How to build warmth and rapport Writing to your audience Related courses Effective Business Writing Professional Writing Effective Proposal Writing 12 February, 14 May and 15 October 16

18 Professional Writing offers organisations and their employees an instant and cost-effective medium for internal and external communication. However, what was originally envisaged to be an informal and fast form of interaction has now become the default communication vehicle. This has produced inherent dangers for organisations that wish to project a professional communication image as well as protect against the liability of employee negligence. Poor spelling, ineffective layout or inappropriate choice of vocabulary all impact on the audience, with consequences ranging from simple misunderstandings through to risked reputations and loss of business. Professional Writing has been designed to help you avoid such pitfalls and will assist in enabling you to create the desired impact and convey your electronic message more effectively. 13 March, 12 June and 23 September This programme provides you with the tools to: Develop a friendly but professional style Prevent embarrassing gaffes Ensure your s receive the attention they deserve and are acted upon quickly Avoid becoming an slave Anyone who: Corresponds regularly with clients and colleagues by and would like to improve their professional style Needs to improve the speed and effectiveness of their correspondence Would like to develop their rapport with virtual correspondents Would like to improve their online customer service skills particularly when responding to difficult situations overview: pros and cons of using ; diagnostic Principles of professional writing: clarity; conciseness; organisation and structure; presentation and formatting Style considerations for language choice; your audience (tone; message and purpose) Building rapport through (enhancing virtual relationships) etiquette: opening and closing; attachments; copying, replying, forwarding; when is not appropriate? Editing your s: tips; grammar and punctuation Related courses Effective Business Writing Writing with Impact 17

19 Grammar and Punctuation for Business Communication This programme will provide you with the tools to: Ensure that your writing reflects your level of professional competency Become a confident and efficient business writer Write business documents more accurately and professionally Save time and embarrassment Ensure your reader is focused on the content of your writing Anyone who: Requires more confidence when writing s, proposals, documents, etc. Needs to refresh their knowledge of English grammar and punctuation Relies on colleagues to correct their written work Grammatical terminology Simple and complex sentence structure Common pitfalls in English grammar Punctuation rules and trends Commonly confused words Proofreading for grammar, punctuation and spelling errors Related courses Effective Business Writing Writing with Impact Professional Writing Effective Proposal Writing The age of electronic communication has brought countless benefits to organisations and employees worldwide. Being able to communicate via , instant message and social forums has resulted in significant cost savings and enhanced profitability for companies. While there are numerous benefits of embracing these new technologies, organisations cannot be oblivious to the lack of structure and grammar that these new communication channels encourage. The ability to write clearly and correctly is still one of the key ways for organisations to differentiate themselves from their competitors. Recent research, however, has shown that most graduates lack the ability to write well. This programme will provide you with easy to use rules of English grammar, punctuation and spelling in a lively and non-threatening environment enabling you to become a more confident and accurate business writer. 26 February, 11 June and 9 October 18

20 Effective Proposal Writing A well-written proposal is a crucial tool for winning new business and many contracts are awarded on the basis of proposal or tender documents. However, most sales staff are recruited for their spoken communication and presentation skills and often see proposal writing as a chore to be avoided or rushed. This programme will give you a competitive advantage when writing proposals and provide you with the skills to write more effective, persuasive and reader-focused documents. You will understand how to produce more professional and effective proposals that will reflect positively on you and your organisation and will secure new business. This programme will provide you with the tools to: Write sales proposals more quickly and more confidently Develop a more convincing and persuasive style of proposal writing Target your proposal writing for each particular audience Write business winning proposals that make you stand out from your competitors Who should attend This course will be of benefit to: New and experienced sales staff Key account managers Bid and tender managers Marketing departments Senior staff who wish to fine tune their proposal writing skills 29 April and 25 November The proposal writing process Understanding and connecting with your audience Achieving clarity when writing proposals Maintaining consistency when writing proposals Writing proposals persuasively Proposal structure and organisation Proposal writing practice Related courses Effective Business Writing Writing with Impact 19

21 Influencing and Negotiating Skills This programme will provide you with: A more positive and confident approach to influencing and negotiating An awareness of different negotiating styles and how to respond to them More personal impact when communicating internally and externally Greater awareness of your current influencing style and techniques for more effective ways of influencing Who should attend Anyone who: Needs to build relationships and influence others within or outside your organisation Has a role which requires you to influence rather than manage Takes part in or leads price or other types of formal negotiations Manages potentially difficult relationships with clients and other external contacts At work, we frequently need to influence the behaviour and decision-making of peers, reports and superiors as well as take part in more formal negotiations. Whether upwards or sideways within your own organisation, or with external clients or suppliers, there will be times when you want people to see things from your point of view. Becoming more aware of the impact you have on others as well as understanding what drives your counterpart s opinion and position is vital in order to become proficient in influencing and negotiating. This programme will increase your awareness of the impact you have on others and help you to develop practical skills and techniques to become a more proficient influencer and negotiator. Identifying your existing style: influencing styles and preferences Choosing a communication style and approach that works How to expand your sphere of influence Pre-negotiation preparation, setting objectives, win-win and fall back positions The negotiation cycle Understanding the other side : their perceptions and expectations Developing your emotional intelligence The role of non-verbal communication Related courses Managing Challenging Situations 25 March, 17 June and 7 October 20

22 Managing Challenging Situations Challenging situations at different levels are a constant presence in our workplace. Managed well they can have a powerful and creative effect but managed poorly or ignored they can be disastrous for business, for the effectiveness of organisations and for staff morale, efficiency and commitment. Managing Challenging Situations will help you manage and positively engage with difficult situations to enable you to make you and the people around you more effective and productive. It will help you identify potential conflicts before they fully arise and will give you the confidence to manage challenging situations effectively and to deal with a range of confrontational situations in the workplace and outside. This programme enables you to: Enhance your understanding of human behaviour and its effect on others Become aware of your own conflict resolution style Turn conflict and potential conflict into a productive resource Develop strategies to enable you to manage challenging situations in the workplace more effectively Anyone who: Needs to deal with people you find challenging Struggles with communication failures or personality clashes at work Manages a team and who needs to regularly obtain positive results from challenging situations Requires a refresher on dealing with challenging situations 5 March and 2 October Individual Fee: 450 per delegate Group Booking: 405 per delegate Causes of conflict at work and stages of conflict escalation Your natural response to conflict and understanding others perceptions and expectations Identifying passive, aggressive and assertive behaviour Creating shared aims and vision; SMART goals Identifying your own style of dealing with and managing difficult situations Maintaining a confident state of mind Structuring and controlling the conversation and techniques for defusing arguments Giving criticism and feedback Defending and justifying your position Saying no effectively Handling abusive behaviour 21

23 Presenting with Impact This programme provides you with: Greater confidence when giving presentations New techniques to enhance your existing presentation skills The ability to interpret and engage your audience The opportunity to practise and assess your current strengths and presentation skills The skills to use and control your voice more effectively when giving presentations Anyone who: Would like to take their existing presentation skills to the next level Needs to present to large audiences Regularly makes formal presentations or speak at meetings in English Delivers internal training or induction programmes Whether you are presenting your organisation s products to potential clients, presenting your ideas within your own organisation or taking part in industry events of conferences, the ability to present with confidence and clarity is essential. It is surprising how even experienced presenters suffer from anxiety and nerves before delivering an important presentation. Understanding your audience s expectations and reactions can really help you to adapt your style and pitch your presentation to their specific requirements. Presenting with Impact will enable you to re-evaluate your own skills and existing presentation style and will equip you with additional skills and techniques so that you can prepare and deliver excellent presentations that are engaging, credible and impactful. How to understand and engage with your audience Awareness of your own impact Preparing your presentation: avoiding death by PowerPoint Techniques for managing nerves, particularly with large audiences Effective use of voice: pacing, pausing, rhythm and intonation Non-verbal communication Using humour and anecdote Managing questions and interruptions Projecting confidence and authority 20 March, 5 June and 11 November 22

24 Communicating with Impact Whether managing others, working in a cross-functional project team, selling products and services or providing client support, excellent communication skills are crucial for all employees at any level within any organisation. Communicating well takes thought and effort and can make a significant difference when building client relationships, delivering change or engaging internal teams. Communicaid s highly interactive Communicating with Impact programme will enable you to evaluate and develop your own communication style and existing skill set. During this course you will have the opportunity to practise powerful new tools and techniques in a safe environment and you will take away practical steps for more credible and effective communication with any audience. This programme provides you with: Increased awareness of your own communication style and areas for development Greater confidence in your ability to communicate effectively Practical tools and techniques to add impact to your communication The ability to interpret and engage your audience more effectively The opportunity to assess and enhance your existing skill set and identify areas for development Anyone who: Would like to improve their communication skills with internal and external stakeholders Currently communicates with more senior colleagues or counterparts Is required to deliver difficult messages to large audiences Speaks at formal meetings or large events 22 May and 13 November Self awareness what is your communication style? Understanding others communication styles Selecting the right communication mode for different contexts An understanding of when and how to switch style Communicating empathy and putting yourself in others shoes Emotional Intelligence and rapport building Practical techniques for more confident communication Related courses Writing with Impact 23

25 Case Study Leading the Future - Facilitating Effective Global Leadership Background Marks & Spencer is one of the UK s leading retail organisations, employing over 80,000 people in the UK and internationally, with over 700 stores in the UK and over 400 stores in 44 territories across Europe, the Middle East and Asia. In November 2010, Marks & Spencer set out a three year plan with the aim of becoming a truly international, multi-channel retailer. As part of this strategy, an increasing number of UK-based employees will now be working with international colleagues, suppliers and, ultimately, customers. The degree of engagement will be varied and include collaborating on projects, managing international teams and influencing key stakeholders. In 2011, the Head of Learning, Recruitment and Organisational Development at Marks & Spencer commissioned Communicaid to develop an interactive global leadership workshop aligned to the company s international strategic vision and aimed at the top 100 leaders across the organisation. These leaders had been identified as instrumental in motivating, influencing and implementing global change. As such, the programme s overarching objectives were to develop the intercultural competence of this key population, cultivate a global mindset and provide them with the strategies and international communication skills required to become effective global leaders. Communicaid s workshop was designed as an integral part of Marks & Spencer s ongoing Leadership Development programme, Lead to Succeed, and is just one of a suite of Communicaid intercultural solutions available to employees across the organisation. Training Objectives The core aims of the programme were: To increase employees awareness of their own culture and its impact when working with internal and external contacts from other cultures To develop practical skills and strategies for improved global leadership in key Marks & Spencer territories To motivate global leaders to adapt their leadership and management styles when working internationally To develop curiosity to learn more about specific global markets from a cultural perspective Challenges The key challenges anticipated were: Creating a high-level programme relevant for senior employees with varying degrees of international experience Developing practical scenarios and exercises to enable senior leaders to adapt their global mindset and bring about change from the top down Working in collaboration with another external training provider to develop distinct training modules within a seamless leadership programme Training Approach Communicaid worked closely with the Head of Learning, Recruitment and Organisational Development at Marks & Spencer to develop an extensive understanding of the organisation s international strategy and the expectations of their top 100 managers. Using this knowledge, Communicaid designed a one day programme - Lead to Succeed: Leading the Future in a Global Marketplace. All employees who attend the workshop receive access to an extensive online cultural training resource CultureWizard, provided by RW3 which provides targeted cultural information and a wide range of global skills assessment tools to continue learning beyond the training room. CultureWizard is provided through Communicaid s partnership with the world s leading online cultural awareness training provider RW3. Proposed Solutions Leading to Succeed Leading the Future in a Global Marketplace takes place over one and a half days. The core one-day programme, delivered by Communicaid comprises the following key components: Understanding culture and its impact on international business and leadership Targeted cultural context for leadership in key overseas territories A cultural framework for effective global management and leadership of international teams, both face-toface and virtually Results Communicaid has delivered numerous Lead to Succeed training workshops to Marks & Spencer s top 100 leaders. The workshops have developed the intercultural competence of this key population, cultivated a global mind-set and provided them with practical tools to lead and influence in the new international environment in which they operate. Participants report that they are able to build a stronger leadership capability with the knowledge and understanding of key cross-cultural values and behaviours they have gained. Client Feedback The Lead to Succeed (International) programme has proved to be a real eye opener for our leaders. Understanding how world economic power is shifting, how different cultures operate and behave has been inspirational. It has allowed our leaders to enhance their capability to get the best out of their international relationships and provided them with practical tools to continue our journey of becoming a truly international business Nigel Jeremy Head of Learning, Recruitment & Organisation Development 24

26 Case Study Developing Global Competence Background Europe Arab Bank is an international bank that supplies financial services to clients conducting business between Europe and the MENA region. Headquartered in London, the Human Resources team identified a need to develop the cross cultural skills of more than 70 managers that work with both clients and colleagues throughout Europe, the Middle East and Africa. This training would form part of their Management Development Programme, in line with the Bank s new Behavioural Competency Framework. Training Objectives To raise awareness of cultural differences and their impact on working practices and relationships To develop understanding of key differences in working and communication styles between European and MENA cultures To provide practical tips and strategies for working more effectively with international contacts To provide an opportunity for networking and learning more about each others cultures Challenges The main challenges were seen as: Providing the appropriate balance between general principles of intercultural communication and knowledge of specific cultural groups Providing delegates with tangible skills to enable them to build rapport quickly with people from a wide range of cultural backgrounds Creating a training solution that was relevant to delegates from a variety of European and Middle Eastern countries and ensuring that the training responded to as many individual needs as possible Training Approach Following in-depth discussions with Europe Arab Bank s HR team and the selected trainer, Communicaid created a highly interactive training solution that targeted all the required objectives. Case studies, role plays and other practical activities were incorporated throughout the sessions to ensure that learning was in line with the Bank s Behavioural Competency Framework. Following the pilot programme, a debrief meeting was held with the Bank s HR team to analyse feedback and fine tune the programme prior to roll out. Proposed Solutions Working Successfully across Europe, the Middle East and North Africa Extended eight hour training day delivered to six groups of up to 15 people over a five month period Detailed action planning after each specific section during the session Opportunities for networking within Europe Arab Bank for employees from different countries Results The feedback shows that the programme was a success as delegates felt the training was essential to their personal development within an international bank. Delegates commented that they gained a better understanding of cultural differences and developed strategies to deal with them. Being able to adjust their behaviour will now contribute to better communication with colleagues and clients from other cultures. The training also provided a good platform for networking within Europe Arab Bank which will improve relationships and allow staff to work more effectively. Client Feedback Communicaid s cultural awareness training programmes were very useful as they helped us to understand how cultural differences impact our relationships with each other. It was great to take away a practical toolkit of strategies that we could use immediately to communicate with our diverse range of contacts. Lorenzo Aloe Senior HR Manager, Europe Arab Bank Plc 25

27 Trainer Profiles GR is a highly experienced training and coaching practitioner with a commercial background in sales and marketing within the insurance sector. She has a keen interest in personal development and change management and delivers a wide range of culture and communication training programmes including sales and influencing, performance management, interpersonal skills, team building and negotiation skills. GR has extensive experience managing large teams and has been involved in numerous high level negotiations and change management transitions. PS has over eleven years of experience in consultancy, human resources management and intercultural training and has lived in the UK, Poland, Egypt as well as her native country Germany. Her key areas of expertise include global leadership, multicultural teams, international assignments, repatriation and cross cultural management. PS now works as an intercultural training consultant in London. Her experience in the field of international HR project management involves working in areas of recruitment, organisational development, performance management and employee relations. More recently, PS has worked on several global leadership consultancy projects focusing on leadership, diversity, cross cultural issues and workforce development. DM has travelled extensively throughout her 30 year professional career, and has visited more than 135 countries on five continents. She has been travelling to the Middle East regularly since DM was Middle East Sales Manager for a Fortune 500 IT company for several years in the 1990s and early 2000s, running a territory from a regional hub in Dubai that extended throughout the Middle East and North Africa. She was also responsible for marketing and public relations, including print and broadcast media. Her earlier career was spent at a major supplier of banking technology, based in London, where she opened and developed markets, again in the Middle East, as well as in India, Pakistan, Australia, South Africa and Japan. Having lived and worked in Japan for over five years, RJ has in depth knowledge of Japanese cultural issues together with a high level of spoken Japanese. His time there was spent in Kanazawa and Toyama working in education both as teacher of French and English and as an academic manager with responsibility for managing budgets, recruiting staff and curriculum planning. As a trainer, he worked with delegates from major companies delivering high level skill based training which also incorporated cultural issues. RJ returned to the UK in 2002 and now divides his time between lecturing at a university, working as a translation consultant and delivering intercultural training on Japan for corporate and public sector clients. AGLT is an experienced facilitator, consultant and coach with specialist skills in interpersonal and intercultural communication, and extensive experience in both the public and private sectors. Before her career as a trainer and coach, she had extensive management and leadership experience in the education sector in the UK where she managed budgets, performance reviews, policy planning and staff training and development. A British national and fluent French speaker, AGLT s experiences of living in France and Canada have given her personal and professional insight into the issues involved in culture shift. In 2003 she returned to the UK and now regularly delivers intercultural training programmes on working effectively with the British. GS has over ten years experience of communication skills training. His key areas of expertise are designing and delivering writing skills training courses which include subjects such as writing for business, technical report writing, proofreading and editing skills. He has worked with working with top executives in leading financial services organisations and multinational corporations coaching them on a one to one basis. Prior to his career as a trainer, GS worked in various editorial, writing and publishing posts. In addition, GS was an external assessor and guest lecturer for Nottingham Trent University s MA in publishing course. DS is an experienced facilitator, coach and consultant specialising in management performance and effective communication. He has 15 years of experience in learning and development and works with major multinationals and public bodies across diverse sectors including pharmaceutical & biotech, technology, telecomms, government and financial services. His key focus is on creating sustainable and measurable performance improvement among high-potential, middle and senior managers DS has particular expertise in leadership and management excellence, influencing and negotiating skills, effective communication and presence, change management and emotional intelligence. DS s background is in marketing and he was also Head of Export for the UK branch of one of the world's largest multi-national manufacturers, Linde AG, where he developed and managed a global, multi-million pound business. In his spare time, DS facilitates and coaches on international leadership programmes for WYSE International, a charity affiliated to the United Nations. He also speaks fluent French and Czech. 26

28 Other Services Personalised Solutions In addition to our public intercultural and communication skills programmes, Communicaid also provides training and consultancy in the following areas: Intercultural Training Communicaid s intercultural training programmes help organisations and their employees to develop a global mindset and put in place strategies to maximise international business effectiveness. Key areas we cover include: Global mobility Global and virtual teams HR and talent management International business Leadership and Management Skills Communicaid offers a wide range of global leadership and international management training and coaching solutions for first time managers as well as senior leaders with many years of experience. Global leadership International management Cross border mergers and acquisitions Communication Skills Training Communicaid offers a range of communication skills training programmes for native and non-native speakers of English and French, working at home or internationally. Our programmes include: Business writing skills Presentation skills Influencing and negotiating skills Personal and interpersonal skills Speech and accent reduction World Languages In 2013, Communicaid delivered 200,000 + hours of extensive and intensive language training. We specialise in: Business foreign language training (60+ languages delivered each year) Specialist foreign language training (e.g. Legal French, Financial German) Business English Language Communicaid is one of Europe s leading providers of professional English language training, providing training to both the expatriate and overseas markets. Communicaid specialises in the following areas: Business English Banking and Financial English Legal English Insurance English English for Sales and Marketing Specialist English for Human Resources Consultancy Communication skills audit and assessments Design of in-house style guides Cross-cultural consultancy Design of country guides and reports Language testing for graduate recruitment Many of Communicaid s English programmes are designed and delivered by dual-qualified trainers (industry professionals as well as linguists). For more information on any of the above programmes or to discuss how Communicaid can assist you with your culture and communication skills needs, please contact our Business Development Team: +44 (0) public@communicaid.com Image sources: Getty Images / istockphoto.com 27

29 @ +44 (0) (0) see back cover 2014 Public Programme Schedule Intercultural and Communication Skills Public Programmes 2014 Country Specific Programmes Doing Business in China Doing Business in India Doing Business in Japan Doing Business in Brazil Working Effectively with the British Doing Business in the Middle East 13 February, 3 June, 21 October 27 February, 1 May, 25 September 10 April, 19 June, 16 October 26 March, 4 June, 1 October 11 March, 10 June, 5 November 5 February, 21 May, 10 September, 12 November International Business Programmes Working Effectively across Cultures Global Virtual Working Managing International Teams Managing Global Talent 6 February, 30 April, 18 September, 19 November 4 March, 17 September 25 February, 15 May, 11 September, 6 November 5 March, 30 September Communication Skills Programmes Effective Business Writing Writing with Impact Professional Writing Grammar, Punctuation for Business Communication Effective Proposal Writing Influencing, Negotiating Skills Managing Challenging Situations Presenting with Impact Communicating with Impact 11 February, 12 March, 13 May, 18 June, 16 September, 4 November 12 February, 14 May, 15 October 13 March, 12 June, 23 September 26 February, 11 June, 9 October 29 April, 25 November 25 March, 17 June, 7 October 2 April, 14 October 20 March, 5 June, 11 November 22 May, 13 November 28

30 Conditions of Service 1. Definitions The Company means The Communicaid Group Ltd. Service means any service supplied by the Company. Client means any person, firm or company to whom the Company supplies Services. Delegate means person receiving training. Relevant Person means any employee or sub-contractor engaged by the Company to provide Services to the Client. 2. Application No conditions other than those set out herein nor any variation thereof shall be binding on the Company, unless otherwise agreed in writing by a Director of the Company. These Conditions shall be incorporated in every offer, acceptance and contract for Services by the Company. 3. Acceptance Any written quotation for services will remain open for acceptance for 90 days from the date of despatch and thereafter will lapse unless otherwise stated in writing. The Company will not be bound by any oral quotation. 4. Fees and Payment Fees and expenses quoted are exclusive of Sales Tax. All expenses are subject to a 15% administration fee. The Company reserves the right to request payment in full prior to commencement of any training for all new clients unless a purchase order has been provided or otherwise specifically agreed in writing by a Director of the Company. Where a training requirement is not being funded by the Client and the Delegate is paying for the training privately, payment is required in full at the time of reserving the programme. For existing Clients, payment is required within 30 days of the date of the invoice unless otherwise agreed in writing by a Director of the Company or a separate written agreement is in place between the Company and Client. The Company reserves the right to discontinue any training should invoices remain unpaid. No refund for undelivered training will be applicable. Late payments will be subject to a surcharge of 1% above the prevailing Bank of England base rate per month overdue. 5. Confidentiality All documentation made available by the Client during the course of the provision of the services shall remain the property of the Client and shall be treated as confidential, and shall not be disclosed to any third party. 6. Cancellations 6.1 Extensive Courses Extensive refers to any programme where language training is delivered in sessions of up to 3 hours to either an individual or a group Extensive group sessions will continue to take place even if some of the participants are absent unless otherwise agreed. If supplements are quoted per hour for additional participants in a group, the hourly charge will remain at that quoted for the duration of the course, even if a participant drops out subsequently. Extensive sessions of training cancelled with less than 24 hours notice will be charged to the Client s account as taken. Weekends are excluded and changes to a Monday session will need to be communicated within 24 working hours notice, e.g. a session at 11:00 Monday needs to be cancelled before 11:00 on the preceding Friday. Extensive modules of hours must be completed within 12 months of enrolment unless otherwise agreed. No refund of fees shall be considered for training not delivered during the 12 month period. Extensive Programmes cancelled after 24 hours of receipt of the Training Request Form are subject to a 10% cancellation fee. If programmes are discontinued or cancelled by the Client after commencement, the undelivered balance will be subject to a 50% cancellation fee, unless the programme has extended past six months, when no reimbursement will be available. In all cases, notice of cancellation or discontinuation of programmes after commencement must be received by the Company in writing. Programmes postponed after confirmation may be rearranged subject to the Company s agreement but the Company reserves the right to apply a 10% postponement fee. 6.4 Intensive Courses Intensive refers to any language training programme where three or more hours of training are scheduled per day and to all cross cultural and communication skills training programmes of any length. Intensive programmes cancelled with between two 2 and four 4 weeks notice prior to the scheduled start date of the course are subject to a 50% cancellation fee, and intensive programmes cancelled with less than two weeks notice are subject to a 100% cancellation fee. The Company will seek to postpone intensive courses on agreement given at least two weeks notice, but reserves the right to impose a 10% postponement fee, or to treat the postponement as a cancellation should the programme not go ahead within a three month period from the initial scheduled start date. Programmes postponed at less than two weeks notice will be treated as cancelled. Once the timetable for an intensive programme has been confirmed, the Client will be charged for the full number of hours or days during the agreed period. No refund will be considered for hours or days that the Delegates or Delegates are unable to attend. In all cases, the completion of a Training Request Form or written acceptance of a quotation is deemed to constitute confirmation of a programme and will be contractually binding. 7. Trainer Engagement 7.1 The Company reserves the right to make changes of trainers whenever it considers this necessary 7.2 Where a Delegate requests a change of trainer, Communicaid reserves the right to apply an administration fee. 8. Sub-Contractors The Client recognises and agrees that the Company may use sub-contractors for some or all of the Service provision. Notwithstanding the fact that the Company may use subcontractors for Services to be performed under this agreement, the Company shall remain completely responsible for all actions of such sub-contractors relative to the Services which are the subject of this agreement. 9. Use of Company Personnel On receipt of a course confirmation, the Client contracts that he will not use the services of any Relevant Person directly and other than via the Company. In the event that any Client or associate uses the services of a Relevant Person other than pursuant to a contract with the Company, the Client shall forthwith pay to the Company: A) Where the Relevant Person becomes an employee of such Client or associate, a sum equal to 17.5% of the gross annual remuneration of such Relevant Person or a sum of 10,000, whichever shall be the higher and B) In any other case, the sum of 10,000 (exclusive of VAT). For the purposes of this clause, Relevant Person means any trainer or manager or other person who shall have been engaged either as an employee or independent contractor by the Company and who shall have provided services for such Client directly or indirectly through the Company within 12 months preceding the use of their Services by the Client or an associate as aforesaid. 10. Intellectual Property Rights All pre-existing Intellectual Property Rights shall remain the property of the Company or of the Client as the case may be. The Company shall transfer to the Client exclusive Intellectual Property Rights in any Deliverables developed for the use of the Client for which a specific Fee is paid. The Company indemnifies the Client for any breaches of third party intellectual property rights. 11. Jurisdiction These conditions shall be interpreted in accordance with English law and the Company and the Client irrevocably submit to the exclusive jurisdiction of the English Courts. The Communicaid Group Limited

31 "The programme was very relevant and interesting. The trainer used his own real life experiences together with current case studies to highlight key issues facing multinationals operating in China. It was exactly what I was looking for." HR Director - Business Growth Pilkington (UK) Fabulous programme and greatly appreciated. I would highly recommend it to others. Human Resources Business Partner Cadbury (USA) The programme provided the chance to interact with individuals with outstanding first hand experience of Libya. Supervisor ExxonMobil (UK) "The Japanese briefing, delivered to key De Beers LV personnel, provided not only an invaluable insight into working effectively with our Japanese counterparts but also an understanding of Japanese society and values - key to the success of our new operations in Japan." HR Manager De Beers LV (UK) what our clients say... "Communicaid provided a briefing on Sweden which was both wideranging and tailored to my particular needs. A year later, now in Sweden, I can say without doubt that the briefing has been of value to me." Financial Controller BNFL/Westinghouse (Sweden) "The Living and Working in France programme provided my wife and me with a very useful and stimulating insight into general and corporate French culture. It was well researched and equally relevant to both of us. Communicaid delivered exactly what we needed to prepare us for the French way of life." Director Insignia Bourdais (France) "I enjoyed the opportunity to discuss intercultural matters with an expert. I also appreciated the depth of analysis." Human Resources Unicredit (Italy)

32 Intercultural and Communication Skills 2014 Programme Directory LONDON Communicaid Mitre House Mitre Street London EC3A 5BU United Kingdom T: +44 (0) F: +44 (0) E: W: PARIS Communicaid France 4 rue d Astorg Paris France T: +33 (0) F: +33 (0) E: info@communicaid.fr W: BRUSSELS Communicaid 6th Floor Rue Guimard/Guimardstraat, Brussels Belgium T: +32 (0) F: +32 (0) E: info@communicaid.be W: FRANKFURT Communicaid Mainzer Landstraße, Frankfurt Germany T: +49 (0) F: +49 (0) E: info@communicaid.de W: NEW YORK Communicaid 1 Rockefeller Plaza, 11th Floor 1230 Avenue of the Americas New York, NY U.S.A T: F: E: info@communicaid.com W: Experience Innovation Impact