Customer service

• Types of customers
• Dealing with difficult customers
• Customer satisfaction
• Customer relation evaluation
• Managing customer complaints
• Creating customers loyalty
• Wow – customer experience

Change management

• Cyclic nature of change
• Original culture and change
• Individuals and change
• Teams and change
• Strategies for managing change
• Resourcing change
• Evaluating change

Conflict management

• Dispute / conflict
• Workplace conflict
• Conflict within self
• Stages of conflict
• Styles of conflict
• Conflict management in Teams, Meetings and Work
• Listening & Curiosity in Conflicts
• Conflict resolution
• De Bono’s Six Thinking Hats

Leadership skills

• Manager / leader
• Styles of leadership
• Skills of a leader
• Leader and creativity
• Leader and team building
• Leader and change management
• Leader and visioning
• Leader as a role model
• Mentoring & coaching

Group dynamics

• Group / team
• Roles in a team
• Interpersonal / intrapersonal
• Delegation and facilitation
• Communication and motivation
• Leading and following
• Conflict management
• Team Building
• Team Work Vs. Individual Performance
• Celebrating Team Success
• Organisational Culture

Communication and presentation skills

• 5w’s and 1h
• Types of communication
• Barriers in communication
• Cycle of communication
• Active listening
• Defining and identifying audience needs
• Productive meetings
• Verbal and non-verbal communication
• Body language
• Cultural intonations

Creativity in the workplace

• What is Creativity?
• Barriers
• Creative / Critical thinking
• Creative thinking tools
• Creative problem solving
• Creativity and innovation
• Creative leadership
• Creative management

Corporate etiquette

• Communication and presentation etiquette
• Power dressing
• Telephone and email etiquette
• Dining etiquette
• Interviewing etiquette
• Meetings etiquette
• Social etiquette
• Professional image etiquette

Negotiation Skills

• Definition for Negotiation
• Why Negotiation?
• Phone Skills – Negotiating on the Phone
• Negotiation Process
• Negotiation Skills - At Workplace
• Negotiations Training – The Art & Science
• Interpersonal Behaviour, Influencing Strategies
• Win-Win Negotiations

Transaction Analysis

• Transaction Analysis – An outline - A theory of personality and a systematic psychotherapy for personal growth and personal change.
• Ego States – Parent – Adult – Child PAC Model
• Life Positions
• Transactions – Kinds of Transactions, Series of Transactions
• Communications
• Strokes - Types
• Phenomena behind Transactions
• Games and their Analysis
• Philosophy of TA
• TA today

Emotional Intelligence (EI) in the workplace

• Domains of Emotional Intelligence
• EI Competencies
• Need Hierarchy
• Perceiving Understanding Emotions
• Managing (HERO Technique)
• Facilitating Positive Thought & Emotions
• Rules of Life and Work
• EI & Relationships
• EI & Self Esteem
• EI Manager
• EI Team Building
• EI Training

Lateral Thinking

• Lateral Thinking Attributes
• Critical Vs Lateral Thinking
• Problem Solvers Vs Solution Seekers
• Thinking outside the box
• Divergent Thinking
• Mind Mapping
• Brain Storming
• Lateral Thinking Vs Parallel Thinking
• Problem Solving
• Provocation Vs Proactivation
• Lateral Thinking & Brand Building
• Lateral Thinking Manager & Teams
• Lateral Thinking Management
• Lateral Thinking Audit
• Idea Generation Building & Evaluation

Appreciative inquiry

• Inquiry v/s Enquiry
• Catching the employee right- Positive strokes
• Positive organizational management
• Recognizing the potential of employees
• Synergy between people and practices and developing competencies through positive reinforcement
• Critical feedback through performance appraisal
• Team problem-solving

Assertive skills

• Assertiveness v/s Aggressiveness v/s Passiveness
• Developing assertive communication
• Accepting and giving critical feedback
• Valuing praise and criticism
• Positive internal dialogue
• Assertive negotiation
• Assertive style analysis

Time management

• Significance of time
• Knowing Your Time Management Style
• How You Relate to Time
• Where does the time fly
• Prioritization of the tasks
• Procrastination – the thief of time
• Goal setting
• Valuing time