EMIRATI DEVELOPMENT PROGRAM

Transcription

1 Human Development Solutions JLT Journey to Excellence EMIRATI DEVELOPMENT PROGRAM "Harness the potential of national talent" Approved by: knowledge & human development authority

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3 Message from the CEO "Human Development Solutions (HDS) has the mission to develop, inspire & empower Emiratis across different industries. Never before has it been more important to make timely, strategic and well-designed investments into human capital, than it is now. Learning has become more than just a tool for success - it has become a way of experiencing the world. In alignment with UAE vision 2021, we offer a unique Emirati Development program "Imtiaz - Journey to Excellence". The objective is to support the development of Emiratis and equip them with unique tools & techniques to become an effective leader - Someone who has the courage to become a change agent, challenge complacency and above all has the resilience to consistently produce results ". "The UAE will harness the full potential of its National human capital by maximizing the participation of Emiratis, encouraging entrepreneurship, and nurturing home-grown public and private sector leaders while attracting and retaining the best talent" Dolly Konzelmann Dolly Konzelmann President of CSPN Canada. "CSPN congratulates Human Development Solutions-JLT for launching this great initiative in the Middle East region. We are certain that this unique program, "Strategies to Enhance Customer Experience", will add value to the participants and will provide them with pragmatic tools & techniques to differentiate themselves from the competition. This program has been designed to enhance overall client engagement and facilitate the process of building strong internal partnerships. We are committed to support HDS on this great journey of developing the National talent and are looking forward to collaborating with them on other new initiatives in the near future."

4 imtiaz offers International Certifications and Aspiring Leadership Programs: Certification includes: 1.International Certification by CSPN- Canada on passing the exam at the end of the workshop. 2. Delegates can have their names mentioned on the website of the Canadian Certification Body within 2 weeks of successfully completing the program. 3. Once certified, they are authorized to add (CCSR-Certified Customer Service Representative) to their Business cards. 4. All the course material. 5. CSPN registration, assessment & administration fees. 6. Group picture (framed) for each participant. 7. The Best Participant Award - This will be granted to one delegate based on their performance during the entire three days session. Who Should Attend? You will benefit from this workshop if you are responsible for ensuring and improving customer satisfaction within a business or organization, especially if you work in: Customer Service & Sales department Help Desk department Contact Centre Operations & Administration What makes our programs unique: 1. Discovery based learning: Experiential activities 60% 2. Skills building: Effective & relevant role plays & videos 3. Raising self awareness: Self assessment questionnaires & engaging group 4. Knowledge testing: Formal class room quizzes and final exam- MCQs 5. Return on Investment: Work related assignments 6. One to one Coaching: Spend 30 minutes with each participant to address their specific concerns & bottlenecks 7. Above all: Have lots of fun! International Certifications: Human Development Solutions- JLT (HDS) & their strategic alliance partners CSPN - Customer Service Professionals Network- Canada launches for the first time in UAE a unique certification programs for Emiratis: 1."Strategies to Enhance Customer Experience" 2."Service that Sells" HDS has been extremely active and fully supporting the drive of developing Emirati talent across different industries. We offer these unique programs in close collaboration with CSPN - Customer Service Professionals Network- Canada, to develop, enhance & nurture the capabilities of our National talent.

5 Certification - 1 Strategies to Enhance Customer Experience Duration: 3 days The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This certificate-granting workshop will provide your employees the building blocks needed to enhance their career in enhancing customer experience. They will obtain world-wide recognition as a Customer Service Professional. Program Outline: In this era of intense competition and rapid technology changes, effective customer service means real increases in a company s revenues. Companies that provide poor service find out very quickly that it is a need to have not simply a nice to have. With the cost of doing business rising rapidly, the threat of losing a customer makes customer service that much more critical to your business success. The pragmatic tools & techniques from this workshop will help your organization enhance performance and productivity and achieve its objectives. Program Outcomes: 1. Identify ways to establish links between excellence in customer service and your business practices and policies 2. How to develop your business base through building strong network and relationships 3. Learning unique communication strategies to create impact during client interactions 4. Use new tools & techniques to enhance client engagement 5. Recognize what it takes to build credibility, trust & expertise amongst your key stake holders 6. Valuing the importance of collaboration and internal partnership Key Highlights: 1. Fundamental concepts & non negotiable of building customer service orientation 2. Understand what influences people in forming strong partnerships 3. Unique strategies to influence and connect with clients 4. Effective tools & techniques to leverage body language & non-verbal messages 5. Implementing the pragmatic "Customer Interaction Cycle" at work 6. Creating differentiation through business etiquettes 7. Pragmatic techniques to manage difficult conversation

6 Certification - 2 Service that sells Duration: 3 Days Selling is becoming an increasingly important part of the frontline customer service representatives job. However few have had formal sales training. Our program helps customer service professionals develop the skills, knowledge and motivation they need for cross-selling and up-selling. No matter what business you are in, who your customers are, or how large your business is, the fact is that everyone would like to increase their revenue without increasing the investment. We have designed Service that Sells training program to build participant's skills around how to leverage client interactions in the areas of: 1. Increasing revenues 2. Enhancing customer loyalty & retention 3. Migrating from the mindset of being a cost centre to a solid revenue contributor This program helps develop the skills; knowledge and motivation needed for cross-selling and up-selling and benefit all professionals who aspire to become experts at servicing and selling. Program Outcomes: 1. Requirements for a successful service and sales strategy mindset for today s market. 2. Building confidence, self esteem and assertiveness skills. 3. Understanding and cultivating influencing and persuasive skills during client interactions. 4. Aligning customer needs to your products and services to creating interest and opportunities. 5. Creating and implementing a Cross-sell / Up-sell Framework to maximize results. 6. Overcoming resistance to nail the sale & mange hidden objections. Key Highlights: 1. Fundamental concepts & non negotiable of building customer service orientation 2. Understand what influences people in forming strong partnerships 3. Unique strategies to influence and connect with clients 4. Effective tools & techniques to leverage body language & non-verbal messages 5. Implementing the pragmatic "Customer Interaction Cycle" at work 6. Creating differentiation through business etiquettes. 7. Pragmatic techniques to manage difficult conversation

7 Aspiring Leadership Program for Emiratis: 2 levels The Aspiring Leadership Programs for Emiratis are designed to develop potential leaders early in their career and to give them a sense of what it takes to become an effective, self reliant and result centric manager. This program will challenge participants to increase the capacity of their current skills and abilities. They will acquire unique pragmatic tools, frameworks and techniques needed to step into a managerial and leadership role. Level One: 16 days program for: Fresh Graduates / Employees with up to 3 years of Experience. This program will be spread over six months. Program Outcomes: 1. Enhance your ability to communicate with others in meetings and through presentations. 2. Enhance personal Impact and Influence. 3. Build self confidence and creating positive relationships. 4. Understand the importance of aligning individual, unit and organizational goals. 5. Learn new tools & techniques to trigger a high performance culture in the organization. 6. Enhance your ability to handle objections and difficult situations by developing assertive skills. 7. Cultivating influencing and persuasive skills. 8. Techniques of having meaningful development discussions with individuals. Program Modules: 1. Taking Ownership, Commitment & Accountability 1 Day 2. Effective Communication Strategies & Building Self Esteem 1 Day 3. Goal Setting: Translating Goals into Behaviors 1 Day 4. Positive Thinking and Problem Solving Techniques 1 Day 5. Presentation Skills 2 Days 6. Managing Performance 2 Days 7. Motivating Self & Others 1 Day 8. Managing Difficult Conversations 1 Day 9. International Certification by CSPN - Canada 3 Days 10. Individual coaching sessions for all the participants 3 Days

8 Level Two: 18 Days Program for: Employees having more than 3 years of experience. This program will be spread over six months. Program Outcomes: 1. Strategies to establish and maintain credibility through your leadership style. 2. Identify your critical thinking style(s), including areas of strength and improvement 3. Ways to meet the needs of employees and co-workers through communication and coaching. 4. Create an environment that engages the team, motivates individuals and raises morale. 5. Build an effective network by engaging with key stakeholders. 6. The art of providing descriptive feedback 7. Learn tools & techniques to plan, prioritize and delegate in an appropriate manner. 8. Communicate across a wide range of audiences, including influencing upwards. 9. Pragmatic techniques to deliver results through others. 10. Different methods of facilitating collaborative working environment. Program Modules: 1. Self Leadership 2 Days 2. Giving Meaningful Feedback 1 Day 3. Decision Making Techniques 1 Day 4. Creative & Critical Thinking 1 Day 5. Develop & Motivate Your Workforce 1 Day 6. Performance Enhancement Strategies 2 Days 7. Managing Pressure & Maintaining Balance 1 Day 8. Business Leadership & Alignment 2 Days 9. Business Ethics 1 Day 10. Emotional Intelligence 1 Day 11. Individual Coaching Sessions for all the participants 6 Days

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10 Journey to Excellence EMIRATIS DEVELOPMENT PROGRAM "Harness the potential of national talent" If you have any queries or questions please contact : Human Development Solutions JLT Approved by: KHDA- Knowledge Human Development Authority P.O. Box , DMCC Business Centre. Office Number 2H-05-12, Jewellery & Gemplex, Building No 2, Dubai, U.A.E. Telephone: Mail: irfan@hdsolutions.ae For the latest information visit the course website: hdsolutions.ae Human Development Solutions-JLT