GLOBALINX CORP. - Global Business Skill Seminars

InternatIonal traInIng Consultants

Globalinx CorpInternational Training Consultants Since 1968Developing High Potential People for Global Business

Develop externally~grow Internally

Global Business SkillsSeminars and Services

2 www.globalinx-itc.com

Global Business Skills

3www. globalinx-itc.com


GLOBALINX specializes in developing com-munication and management skills for people working in global business environments. We provide a comprehensive range of training seminars and employee development programs linked directly to the operational and strategic needs of your business. We aim to develop the true potential of employee in order enhance their ability to communicate effectively, and successfully manage multi-cultural business teams and projects. Our specialized areas include; executive management development programs, pre-departure training for managers and customer support staff, developing employees’ business and communication skills, preparing employ-ees to lead and work in multi-cultural project teams, and improving individual and organiza-tional communication.We provide tailored, in house training pro-grammes and coaching sessions linked directly to the operational and strategic needs of your business.

グローバルな環境下で働く方々のコミュニケーションやマ

ネジメント力の向上をお手伝いし、ポテンシャルの高い国

際企業人を育てるのが私たちの仕事です。ビジネスの経

営的・戦略的ニーズに合致した総合的包括的なトレーニ

ングを提供しています。異なる文化背景を持つ人々によ

るチームやプロジェクトを成功に導くための真の効果的

なコミュニケーション力・マネジメント力の強化・向上を目

指しています。

トレーニングの領域は、管理者のためのマネジメント力向

上プログラム、海外赴任前トレーニング、社員のビジネス

及びコミュニケーション・スキルの向上、多文化プロジェク

トチームで働くための導入プログラム、個人と組織のコミ

ュニケーション開発プログラム、など多岐にわたります。

これらトレーニングは、ビジネスの経営的・戦略的ニーズ

に応じて社内トレーニングプログラムやコーチングなどに

カスタマイズされ提供されます。

GLOBALINXTel. 03.5297.8243 Fax. 03.5297.8689Email: [email protected]:: www.globalinx-itc.com

Table of Contents

Seminar Overview ................................................................................4

Training & Study Flow ...........................................................................6

General Information ............................................................................7

Seminar Matrix ......................................................................................8

Seminar Level .....................................................................................10

Presentation Skills ...............................................................................12

Global Communication Skills ............................................................16

Meeting Skills .....................................................................................20

Logical Thinking ..................................................................................24

Customer Service ...............................................................................28

Negotiation Skills ................................................................................32

PC Applications .................................................................................36

Published books .................................................................................37

eLearning Programs ..........................................................................38

Company Profile ................................................................................40

Main Clients ........................................................................................41

GLOBALINX CORP. Contents





Seminar Overview Seminar Overview

Menus

native Instructor and Role-PlayerRecommended for participants that are working in global business environments or are expected to begin working in global business environments in the near future. Minimum recommended TOEIC: 600

Japanese Instructor - native Role-PlayerRecommended for participants that are preparing to begin working in global business environments. Minimum recommended TOEIC: 500

Japanese Instructor and Role-PlayerRecommended for participants that need to develop their business communication skills in Japanese. Minimum recommended TOEIC: N/A

specialized LanguagesRecommended for participants that are working in or preparing to begin working in specific countries. GLOBALINX works with various associate trainers and organization in Japan and throughout the world to pro-vide seminars for client’s needs. Recent example include requests for seminars in Chinese, Spanish, and French. We can also provide post arrival training and role-play-ers from different nations including, China and India.

BusIness ChaLLengeDeveloping business communication skills to a level suitable for international business is one of the biggest challenges for business people working in global busi-ness environments.

solutionThis series of seminars combine step-by-step interac-tive lectures, workshops and role-plays to help partici-pants quickly learn and apply business communica-tion skills and techniques in a realistic and supportive environment. Seminars are can be facilitated in both English and Japanese, and focus on the essential com-munication and business skills necessary to work in a global business environment. Participants also receive continued support after the seminar to encourage and support them to transfer the skills and techniques learned to their everyday working environment.

Organizational BenefitsEmployees acquire a practical business commu-•nication skills and techniques.

Employees develop the confidence and ability to •communicate their ideas and opinions.

Employees gain skills for presenting information •clearly and logically.

Employees gain the skills, techniques, and con-•fidence to actively participate in business meet-ings.

Employees develop effective negotiation skills to •help them manage and conduct successful busi-ness negotiations .

geneRaL InfORMatIOn

target ParticipantsEmployees working in or preparing to work in global business environments. Including managers, engi-neers, sales and support staff, administration, and other related business areas.

additional servicesGlobalinx also provides the following services to enhance the productivity of our client’s international staff:

Pre-Departure preparation training•

Overseas candidate assessment•

Individual program design•

Communication interview assessment•

Individual after training assessment•

Follow-up training recommendations•

Presentation design, coaching and consulting•

schedulesSchedules can be adapted to meet the client and par-ticipants’ requirements and working conditions. Below are some common configurations:

Two day basic seminar (6 - 10 participants); can •be two consecutive days or a split schedule

Three day seminar (6 - 10 participants); includes •detailed case study and additional role-play practice

Blended program - E-learning pre-study with •follow-up practical workshops

Customized in-company seminars (flexible)•

Split-schedule seminars (contact Globalinx for •more information)

One day open seminar (off site; at Globalinx loca-•tion)

seMInaRs

Presentation SkillsParticipants learn how to prepare and deliver effective business presentations that meet the needs and ex-pectations of international audiences.

Global Communication SkillsParticipants learn fundamental assertive communica-tion skills and techniques to help them communicate clearly and effectively in multicultural business envi-ronments.

Meeting SkillsParticipants will learn how to prepare, conduct, and fully participate in all kinds of business meetings, including teleconferences.

Logical ThinkingParticipants learn skills and techniques to solve problems and explore opportunities more logically.

Customer Service SkillsParticipants learn a simple process and techniques for maximizing customer satisfaction in any situation.

Negotiation SkillsParticipants learn how to analyze and plan business negotiations, and how to effectively conduct meet-ings by taking control of negotiation meeting process.





Training & Study Flow General Information

MethodologyOur training approach is interactive and participative, ensuring all participants play a full part in the learning pro-cess, thereby making the training experience stimulating, enjoyable, and effective. We emphasize building confi-dence and developing practical business communication skills and techniques. The seminars are taught using a combination of interac-tive multimedia lectures, case-study workshops and group learning activities, video skits, video recorded role-plays, and instructor and peer review and analysis. Each seminar is structured using a simple, step-by-step approach to help the participants quickly understand and apply new skills.

MaterialsAll seminars are accompanied by workbooks, videos, slides and textbooks written and developed 100% in-house by Globalinx. We adapt the latest, most up-to-date Business Communication and theories to suit our clients’ specific business needs and training objectives. GLOBALINX workbooks are written in both English and Japanese and use graphics, flow charts and diagrams wherever possible to illustrate difficult concepts or proce-dures.

VideoAll of our seminars use video recorded role-plays, to allow learners to quickly identify points for improvement and see their progress.

Customized trainingWhenever possible, client-specific examples are used as references, role-plays, and case-study material. This serves to reinforce and complement the learning experience, and help the participants to quickly and effectively implement the new skills into their real working environment. Because our seminars are developed in-house, existing seminars can be quickly adapted, or new seminars devel-oped, to address specific company needs.

Modular DesignOur seminars are modular in design, using a consistent for-mat and layout, which means that they can be combined to create complete, intensive training programs. These programs may be used for various purposes, such as pre-departure, post-arrival, or new employee training.

InstructorsInstructors are all experienced busineespeople; each with a minimum of 15 years international business experience and at least10 years corporate training experience. This means that you will receive an excellent balance of special-ization and business acumen. In addition to our core team of instructors, we also have a strong network of external instructors and consultants, and a collaborative relationship with training organizations worldwide.

Blended LearningTo maximize the participants learning and seminar experi-ence, we use a blended learning approach through the use of CD-ROMS, pre-study textbooks, interactive e-mail instruction, and online training programs.

PricingPlease contact the Globalinx office for a quotation.Tel. 03.5297.8243 Fax. 03.5297.8689Email: [email protected]: www.globalinx-itc.com

Befo

re

Prepare Pre-study material is provided for each participant.•Each participant studies at a time, place, and pace suitable for them, using •bilingual workbooks.

Pre-Assignment Participants email a short pre-assignment directly to the instructor for prelimi-•nary assessment and immediate feedback.

Cla

ssro

om

Interactive Lecture Participants receive multimedia classroom instruction, delivered at a pace that •is comfortable, yet challenging, for them. Questions are answered immediately by qualified trainers.•

Exercises Topics are broken down into manageable learning points which are made •familiar through short exercises.

Feedback Participant get instant feedback from instructors and fellow students.•

Workshops Participants assemble skill sets in preparation for full-blown role-plays based •on realistic business scenarios.

Role-plays Participants practice each skill set in a safe environment. •Scenarios are customized for the client’s specific business requirements. •Role-plays are recorded on video.•

Observation Participants observe and learn from each other.•Participants are given evaluation checklists to assess and guide their feedback •activity.

Feedback Participant given immediate feedback.•

Instructors facilitate a group feedback session. •

Instructor feedback is recorded on video for action planning.•

Video Review &Self Evaluation

Participants watch their own performance and evaluate it against a checklist •

of targets.

Repeat Process Seminar contains 3 or 4 interactive lectures, focussing on key learning areas.•

Afte

r

Action Plans Participants create action plans for future study and practice activities.•Action plans are recorded for follow-up and progress checks.•

Follow-up Follow-up study and review materials are provided. •An online graduates forum is available for peer consultation.•Performance improvements are measured using peer review, customer satis-•faction, or other appropriate metrics.Recommendations are made for further study and practice.•





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Program Area Basic Advanced

Executive Management- Leadership Program- Coaching & Mentoring

- Teamwork- Stakeholder

Communication

- Performance Management

- Global Com. Skills- Presentation Skills

- New Employee Training

- Effective English Study Skills

- Risk Management- Global Management

- Facilitation- Negotiation

- Workplace Discipline- Recruitment

- eLearning Programs - Blended Programs

- Assertive Mind and Skills- Cross-Cultural Awareness

- Customer Service - Logical Thinking- Meeting Skills

- Global Executive Development Program

- Multicultural Team Management

- Workplace Discrimination and Harassment

- Contract Negotiation- Integrated Business Skills- Negotiation Skills

- Pre-Departure Training- Diversity Training

- Business Writing - E-Mail Writing

Advanced

Basic

Project Management

Human Resources Management


Global Mind and Skills

Language Development

Seminar Matrix Seminar Matrix





Contents Seminar Level

basic

advanced

Contract Negotiation Skills

Negotiation Skills

Customer Service

Logical Thinking

Teleconference Skills

Meeting Skills

Global Communication Skills

Presentation Skills

Assertiveness Mind and Skills

Global Business SkillsGlobal Business Skills

Presentation Skills ..............................................................12

Global Communication Skills ...........................................16

Meeting Skills ....................................................................20

Logical Thinking .................................................................24

Customer Service .............................................................28

Negotiation Skills ...............................................................32

PC Applications ................................................................36

Published books ................................................................37





Training ObjectivesThe overall objective of this seminar is to ensure that all participants can prepare and deliver effective business presentations in English.

Process, Techniques, and BenefitsThe seminar introduces presentation methods, techniques, and processes, as well as English language for effective business presentations.

Presentation Analysis Consider the Audience• Presentations are focused on the audience’s needs and expectations.

Define Objectives• Clearly defined purpose and appropriate style achieves business objectives.

Develop Content• Logically structured content around key points with significance and benefits.

Write the Presentation Begin Powerfully• The audience clearly understands the benefits of listening to the presentation .

Present Logically• The audience can easily follow, understand, and remember.

Maintain Audience Interest• The audience maintains high attention level throughout the presentation.

Use Visual Aids• Information is clearly communicated and easy to remember.

Finish Powerfully• The audience understand the key points and the action they need to take.

Practice and Deliver Practicing Techniques • Presenters gain more confidence and communicate appropriate information.

Delivery Skills• Presenters communicate clearly and confidently with audiences of any size.

Handling Questions• Presenters respond concisely and confidently to questions.

Training TheoryThis seminar introduces a proven three-step methodology that ensures participants quickly learn and understand the principles of effective presentations, and the opportunity to apply and develop their presentation skills through practice and critical analysis of their style and ability.

Step One: Presentation AnalysisParticipants learn how to analyze their audience and recognize the needs and expectations of an international audience. They learn how to clearly define the objective of their presentations and develop the content of their presentations to meet the needs and expectations of their audience.

Step Two: Write the PresentationParticipants learn how to gain the interest and attention of the audience, present information logically, make their information interesting and relevant to their audience, design visual aids that clearly communicate mes-sages that easy to remember, and how to conclude their presentation powerfully.

Step Three: Practice and DeliverParticipants learn how to practice their presentation and increase their confidence, how to use their voice, eye contact, posture, and gestures to present clearly and confidently, and a simple three-step technique that helps them answer questions concisely and confidently.

Presentation SkillsPresentation Skills





Example Schedule

Seminar Introduction and OverviewParticipant’s Presentations

Seven-Minute Presentation•Instructor’s Comments and Critique•Video Recording •

Lecture 1 - Presentation Analysis

WorkshopPresentation Self-Evaluation and Review•Presentation Analysis Workshop •

Lecture 2 - Write the Presentation

WorkshopWrite the Presentation•Presentation Analysis Workshop •

Lecture 3 – Practice and DeliverPracticing Techniques•Delivery Skills•Handling Questions •

Impromptu Speaking Exercises

WorkshopPractice Presentations •

Participant’s PresentationsSeven-Minute Presentation•Peer and Instructor’s Comments and Critique•Video Recording•

WorkshopPresentation Self-Evaluation and Review•Presentation Analysis Workshop •

Seminar Review: Lessons Learned

Day 1

Day 2

AM

AM

PM

PM

Sample Workbook

Key learning point

Reference to support text book material

Process and techniquesPractical example visualizing key learning point and process

Supported by instructor’s powerpoint slide example

Presentation Skills Presentation Skills





Training ObjectivesThe objective of this seminar is to ensure that all participants recognize their personal communication style, and can express their ideas and opinions clearly and appropriately in everyday business situations.

Process, Techniques, and BenefitsThe seminar introduces effective business communication skills to help participants communicate clearly and appropriately in international and multicultural business environments.

Communication Styles

Passive• Participants recognize the characteristics of passive communication and the effect passive communication has on other people.

Aggressive• Participants recognize the characteristics of aggressive communication and the effect this has on other people.

Assertive• Participants understand the true meaning of assertive and the positive effect it has on other people. Participants learn to communicate self-respect whilst showing respect for other people.

Communication Difficulties

Typical Difficulties• Participants learn to recognize and become aware of their communication difficulties and how they modify their communication and behavior to deal with difficult situations.

Communication Techniques

Active Listening• Participants learn to express their understanding using appropriate listening techniques that promote better communication and understanding.

Asking Questions• Understanding the power of questions to promote better understanding and acquire information helps participants to ask the right questions at the right time.

Communicating Assertively• Participants are empowered to communicate their opinions in an appropriate and assertive manner that encourages others to do the same.

Training TheoryThis seminar introduces effective communication skills and techniques that help participants develop their active listening and assertive communication skills in English. These skills are practiced and developed through interactive lectures, role-plays, and critical analysis of participant’s communication style and ability.

Lecture One: Communication StyleUnderstanding the basic concept of assertiveness and recognizing different communication styles. Participants learn how to recognize passive, aggressive, and assertive behavior and language, and how to modify their communication style to a more assertive style.

Lecture Two: Communication TechniquesPractical communication skills and techniques to help participants communicate assertively and become more effective in dealing with everyday business situations in the global work place. Key skill areas include:

ACTIVE LISTENING: • Techniques that are comfortable for native speakers and avoid misunderstandings.

ASKING QUESTIONS• : Appropriate questions for requesting and understand information.

COMMUNICATING ASSERTIVELy• . Skills and techniques for communicating clearly and directly in an appropriate manner respecting the rights, needs and opinions of others.

Global Communication Skills Global Communication Skills





Example Schedule

Day 1

Day 2

Seminar Introduction and OverviewLecture 1: Communication Styles

Aggressive - Passive - Assertive•Identify Communication Styles•Common difficulties and frustrations•

WorkshopEvaluation communication Styles•

Lecture 2 - Communication TechniquesActive Listening•Assertive Communication Techniques•Avoiding Dangerous Words•

Role-PlayPractice Communication Skills•Video Recording•

WorkshopSelf-Evaluation and Review•

Role-Play

Practice Communication Skills•Video Recording •

WorkshopSelf-Evaluation and Review •

Role-Play

Practice Communication Skills•Video Recording •

WorkshopSelf-Evaluation and Review •


AM

AM

PM

PM

Sample Workbook

Key learning point

Key points translated into participant’s native language

Process and techniquesExample phrases

Practical written exercise to internalize learning point

Global Communication Skills Global Communication Skills





Training ObjectivesThe overall objective of this seminar is to ensure that all participants can effectively facilitate and participate in business meetings conducted in English.

Process, Techniques, and BenefitsThe seminar introduces effective communication skills and techniques for both participation and facilitation of business meeting conducted in English.

Communication Active Listening• Participants learn to express their understanding using appropriate listening techniques that promote better communication and understanding.

Asking Questions• Understanding the power of questions to promote better understanding and acquire information helps participants to ask the right questions at the right time.

Communicating Assertively• Participants are empowered to communicate their opinions in an appropriate and assertive manner that encourages others to do the same.

Participation Preparing• Meetings are more productive and run more efficiently when participants are well prepared.

Participating• Active participation promotes higher levels of understanding and recognition of individual needs and opinions. This results in better decisions and more efficient task completion.

Taking / Publishing Minutes• Minuted meetings clearly communicate and document decisions and actions for participants and mangers to act upon.

Facilitation Planning and Preparing• Good planning and preparing results in successful meetings that efficiently achieve business objectives.

Conducting• A well facilitated meeting encourages participation and efficiently achieve tasks through a clear process and appropriate guidance.

Training TheoryThis seminar introduces business meeting skills and techniques for facilitating and participating in business meetings conducted in English. Participants practice and develop their business meeting skills through role-play simulation, and critical analysis of their communication, participation, and facilitation style.

Lecture One: Communication TechniquesPractical communication skills and techniques to help participants actively participate in business meeting.Key skill areas include:

Active Listening: Techniques that are comfortable for native speakers and avoid misunderstandings.•Asking Questions: Appropriate questions for requesting and understanding information.•Communicating Assertively. Skills and techniques for communicating clearly, directly, and appropriately.•

Lecture Two: Preparing and ParticipatingParticipants learn how prepare for business meetings, and techniques to actively participate and make a positive contribution to various kinds of business meetings. Key skill areas include:

Preparing appropriate presentation material and handouts.•Preparing questions, opinions, notes, and ideas.•Techniques for participating and making positive contributions to various kinds of business meetings. •

Lecture Three: Planning, Preparing and FacilitatingParticipants learn how to plan business meetings, and special considerations for planning and preparing international teleconference meetings. Key skill areas include:

Planning the appropriate style of meeting and setting SMART meeting objectives•Preparing • agendas, assignments, and attachments. P• rocess techniques and communication skills to effectively facilitate and lead group meetings.

Meeting Skills Meeting Skills





Example Schedule

Seminar Introduction and OverviewLecture 1 - Communication Techniques

Active Listening• Asking Questions• Communicating Assertively•

Role-PlayPractice Communication Skills •

Lecture 2 - ParticipatingPreparing• Participating Techniques•

Role-PlayCommunication and Participation• Video Recording •

WorkshopSelf-Evaluation and Review•

Lecture 3 - Planning and PreparingLecture 4 - Facilitating

Role-PlayGroup Meetings• Video Recording•

WorkshopGroup Review - lessons Learned •

Lecture 5 - Teleconferencing

Role-PlayTeleconference Meetings• Video Recording•

WorkshopGroup Review - lessons Learned •


Day 1

Day 2

AM

AM

PM

PM

Sample Workbook

Key learning point

Professional resources introduced

Method and processExample phrases

Small group exercise to internalize learning and practice new methods

Meeting Skills Meeting Skills





Training ObjectivesThe overall objective of this seminar is to give all participants the knowledge, skills and techniques to solve problems and explore opportunities more logically, determine relevant information and organize it in logical frameworks, and communicate logically to get buy-in from key stakeholders.

Process, Techniques, and BenefitsThe Logical Thinking and Communication seminar introduces skills for solving problems and exploring opportunities logically, and techniques to communicate the solution logically.

Framing the Problem (SCOPE)

Situation• Clarify the background facts; establish where we are now.

Complication• Uncover what triggered the problem or opportunity.

Objectives• Determine the target or goal; where we want to be.

Problem Statement• Frame the problem, to go from where we are to where we want to be.

Executive• Understand the decision maker who can execute the solution.

Determining Issues

Brainstorming• Diagnose the situation; see the big picture.

Logic Trees• Visualize ideas logically.

MECE• Structure ideas logically.

Classic Frameworks• Review classic logical frameworks.

Analyzing & Consolidating

Quantitative and •Qualitative Analysis

Analyze issues both quantitatively and qualitatively.

Primary and Secondary •Research

Review secondary research; conduct your own primary research.

Types of Analysis• Explore a variety of sources of research and analysis.

Hypothesis Trees• Form a hypothesis; determine conditions to test it.

Decision Matrices• Determine criteria, prioritize, and evaluate options.

Consolidating Analysis• Filter information to consolidate the analysis to the final solution.

Communicating Logically

Communication Pyramids• Structure the solution logically into a recommendation.

Logical Elevator Summary• Refine the main message to produce a logical summary.

Inductive vs Deductive• Develop logical support for the solution.

Building an Argument• Develop a persuasive argument.

Training TheoryThis seminar adopts a structured problem solving process used by global consultants, and puts participants in the “driver’s seat” to solve and explore real business cases, in their own industry.

Framing the Problem• Clarifyingthebackgroundsituationsoweknowwherewearenow.• Determiningthetriggerthatledtotheproblemoropportunity.• Settingtheobjectivesortargetssoweknowwherewewanttobe.

Determining Issues• Determiningthecausesoftheproblem,orcircumstancesleadingtotheopportunity.• Generatingallpossiblesolutions.• Organizingtheideasinlogicalframeworkstogeneratemoreideas,establishconnectionsbetween

ideas, and recognize logical patterns.Analyzing & Consolidating• Decidingthedirectionforanalysisandresearch.• Formthehypothesesanddeterminetheconditionstotestthem.• Establishandprioritizecriteriatoevaluateoptions.

Communicating LogicallyStructure the solution logically, depending on the content, objectives and key decision makers.•Support the recommendation logically with both inductive and deductive reasoning.•Build an argument to produce a sound, persuasive recommendation•

Logical Thinking Logical Thinking





Example Schedule

Seminar Introduction and OverviewLecture 1 – Framing the ProblemCase-study: Framing the Problem• ProduceSCOPEworksheet

Lecture 2 – Determining Issues• LogicTreesCase-study: Determining Issues• Producedata-drivenlogictree(whyandhow)

Lecture 3 – Analyzing & ConsolidatingCase-study: Analyzing & Consolidating• Producehypothesistreeordecisionmatrix• Consolidateanalysis

Lecture 4a – Communicating Logically (Logical Structuring)Case-study: Communicating Logically• Structureyoursolution• PresentSolutionsLessons Learned

Case-study: Framing the ProblemClarify the SCOPE

Case-study: Determining IssuesChoose framework, and produce logic tree

Case-study: Analyzing & ConsolidatingProduce hypothesis tree or decision matrixConsolidate analysis

Lecture 4b – Communicating Logically (Logical Reasoning)Inductive vs Deductive ReasoningBuilding an Argument (what, why, how)

Case-study: Communicating LogicallyStructure solutionCreate argumentFinalize presentationPresent Solutions


Day 1

Day 2

AM

AM

PM

PM

Logical Thinking Logical Thinking

Sample Workbook

Key learning pointMethod and process

Small group exercise to help internalize learning and practice new methods






Training ObjectivesThe overall objective of this seminar is to give customer service professionals a simple process and a flexible toolkit for maximizing customer satisfaction in any situation.

Skills, Techniques, and BenefitsStage One:

Understand the Situation

Validation• Set stage for effective consultation by addressing client’s concerns

Reflective Listening• Build rapport with counterpart and diffuse negative emotions

Active Listening• Maximize understanding and strengthen working relationship

Summarizing• Restate and reorganize confusing messages in order to move forward

Probing / Questioning• Gather necessary problem solving information“I” Statements• Gently prompt client for cooperation and

informationLanguage of Needs• Recognize when clients are willing to move

aheadLanguage of Dissatisfaction• Recognize when clients are unwilling to change;

help them to take first stepConfirming Needs• Get agreement on needs and requirements;

separate needs from solutions

Stage Two:

Determine Causes

Determine Cause• Get the client’s assistance and understanding identifying causes

Describe Procedure• Ensure your client knows the procedure and schedule

Report Progress• Manage expectations by continuous updates

Stage Three:

Explore Solutions

Language• Reduce discomfort and embarrassmentDetails• Match clients needs and expectations for

informationFeatures• Link solutions to benefits

Stage Four:

Present Solutions

Polite Requests• Minimize resistance to solutionsSuggestions• Minimize resistance to solutionsConsultation• Maximize relationship satisfactionOptions• Maximize procedural satisfaction

Training TheoryIn today’s customer service environment, customers and clients respond most positively to a consultative approach. The key to developing these consultative relationships is through open and interactive communication.

This program is for any customer service professional who wants to expand and deepen their toolkit for building trust and credibility. The workshop focuses on consultative communication skills as applied to existing customer service situations with an aim to maximize customer satisfaction and to recognize opportunities for earning revenue.

Main Topics

Understanding the characteristics and benefits of a consultative approach•

Establishing and building rapport with clients•

Identifying needs and dissatisfactions through effective questioning and listening•

Uncovering and handling objections skillfully•

Customer Service Customer Service





Example Schedule

Introductions and OverviewKey Concepts of Customer Service Communication What is customer service communication? Desired Mental Attitude/Skills/Knowledge

Consultative Communication Basic Process Stage 1: Understanding situation

Communication SkillsAssertiveness •Handling Emotions•Reflective/Active Listening•Information Gathering•

<Exercises>

Needs and DissatisfactionLanguage of Needs/Dissatisfaction•Needs vs. Solutions•

<Exercises>

Stage 2: Determining Causes

Stage 3: Exploring Solutions

Stage 4: Presenting Solutions

Handling Client’s Concerns/Complaints

Points to remember about concerns/complaints

Types of client’s concerns

Role-Plays

Seminar Review

AM

PM

Sample Workbook (For Native Speakers)

Introduce concept

Graphic representation of process - easier to remember and understand

Extensive use of graphicsStage-by-stage process overview

White space for participant’s notes

Customer Service Customer Service





Training ObjectivesThe overall objective of this seminar is to ensure that all participants can prepare and conduct business negotiations in English.

Process, Techniques, and BenefitsThe seminar introduces negotiation methods, techniques, and processes, as well as English language for effective business negotiations.

Pre-Negotiation Planning

Goals and Key Issues• Focus the negotiation on finding win-win agreements for the key issues.

Position and Interests• Recognizing the difference between positions and interests is often the key to finding mutually acceptable agreements.

Options and Proposals• Creating mutually acceptable solutions to differences benefits all parties.

Contingency Planning• Negotiators understand the bottom line and their best alternative to a negotiated agreement.

Strategy and Tactics• Determining the right strategy for each negotiation means that the right tactics are used to create the right environment.

Conducting the Negotiation

Opening Statement• A clear opening statement helps set the right tone, avoid misunderstandings, and focus the meeting on the key issues.

Positions and Interests• Identifying real interests avoids positional negotiating and results in better agreements.

Discuss Options• Discussing proposals assertively avoids unnecessary concessions and promotes mutual respect and understanding.

Confirm Agreements• Clearly documented agreements avoids misunderstandings and supports smooth implementation.

Implementing Agreements

Home Office Approval• Mutual respect for different process helps smooth implementation.

Drafting Contracts• The right contract drafted by the right person saves money and time.

Follow-up Communication• Develop good working relationships through better communication.

Training TheoryThis basic negotiation seminar introduces the three phases of business negotiations. Participants learn how to analyze business situations, plan and conduct business negotiation meetings, and how to smoothly implement agreements.

Phase One: Pre-Negotiation PlanningParticipants learn how to define ideal outcomes and identify key issues to be discussed. They learn how to create solutions that can satisfy the real interests of each party, and how to strengthen their negotiation position by using contingency plans and alternatives to break through deadlock situations.

Phase Two: Conducting the NegotiationParticipants learn a four stage process to help them take control of the negotiation meeting process. They learn how to prepare an effective opening statement, techniques to get behind their counterpart’s position and identify real interests, communication skills to help them present options persuasively and persuade their counterparts to accept proposals, as well as useful expression and techniques for confirming agreements and action plans.

Phase Three: Implementing AgreementsParticipants learn the importance of company headquarter approval and recognizing the different negotiation processes and procedures to ratify agreements. They will understand the advantages and disadvantages of drafting contracts, how to set-up a good communication channel to smoothly implement agreements.

Negotiation Skills Negotiation Skills





Example Schedule

Seminar Introduction and OverviewLecture 1 - Pre-Negotiation Planning

Analyzing Business Situation• Case Study Practice •

Lecture 2 - Conducting the negotiationFour-Stage Process• Communication Skills• Negotiation Techniques•

Lecture 3 – Implementing AgreementsWorkshop

Analyze Case Study •

Role-Play ExercisesRole-Play Case Study•

WorkshopPrepare Negotiation Role-Plays •

Negotiation Role-PlaysStage One and Two

Opening Statement and Position and Interests• Peer and Instructor’s Comments and Critique• Video Recording•

WorkshopNegotiation Self-Evaluation and Review• Negotiation Analysis Workshop •

Negotiation Role-PlaysStage Three and Four

Discuss Options and Confirm Agreements• Peer and Instructor’s Comments and Critique• Video Recording•

WorkshopNegotiation Self-Evaluation and Review•


Day 1

Day 2

AM

AM

PM

PM

Sample Workbook

Key learning point


Methods and techniquesCase study group exercise

Supported by instructor’s powerpoint slide with model answers

Negotiation Skills Negotiation Skills





PC ApplicationsThis great series of PC applications are designed to improve and develop global business communication skills in English. The programs have two primary functions:1) As learning programs to help users learn effective business communication skills and techniques.2) As business support programs to help users implement and apply effective communication skills and techniques in to their everyday working environment.Using the latest multimedia technologies, each program provides an engaging interactive learning environment. These unique learning and business support programs includes: Video Lectures, Libraries of Example Phrases and Example Presentations, Example Negotiations, Interactive Quiz’s, Techniques, and FAQ’s.

The Great Presenter Learn a three-step methodology to help you prepare, write, and deliver successful business presentations in English. Use the interactive business support tool function to help you to analyze your audience, define your objectives, develop your content, and write your business presentations. Key features include: analyze your audience’s needs and expectations, logically structure business presentations, learn useful phrases and techniques, export presentation scripts to Microsoft PowerPoint, and Word.

The Great Facilitator Learn how to plan, prepare, participate, and facilitate successful business meetings. The learning functions of the program include: video lectures, library of example phrase and meeting skits, interactive quiz, techniques, and FAQ’s.The planning function includes an interactive meeting analyzer to help plan and prepare business meetings, the program can export your meeting agenda to a word file.

The Great Negotiator The program also uses the latest interactive multimedia technologies to help you learn the three phases of negotiation; planning negotiations, conducting negotiation meetings, and implementing agreements. The planning function includes an interactive negotiation analyzer to help plan and prepare business negotiations, the program can export your meeting plan and script to a word file.

BooksThis series of practical business communication books by Philip Deane and Kevin Reynolds are published by Asahi Press. Philip Deane is the principle instructor for the global business skill seminars, he is also the President of Globalinx Corp.

英語プレゼンテーションの基本スキル　(グレート・プレゼンターへの道)

The Great Presenter is designed for Japanese business-people who need to prepare and deliver business presentations in English. This essential guide includes: A step-step guide to preparing and writing effective business presentations in English, example phrases and model presentations and many useful hints and advice for creating great business presentations. The book includes an audio compact disc with example phrases and model business presentations.

英語ネゴシエーションの基本スキル　(グレート・ネゴシエーターへの道)

The Great Negotiator is designed for Japanese businesspeople who need to plan, prepare, and conduct business negotiations in English. This book introduces effective communication techniques to help you understand your counterpart’s real needs, and the fundamental assertive communication techniques to help you overcome disagreements and communicate clearly and assertively. The Three Phase, step-by-step approach, helps you to effectively plan and conduct business negotiations in English. The book also includes FAQ’s, model negotiations, planning sheet, and an audio CDROM with example phrases and model negotiations.

英語ミーティングの基本スキル　(グレート・ファシリテーターへの道)

The Great Facilitator is designed for Japanese businesspeople who need to facilitate and participate in business meetings conducted in English. This book introduces effective meeting skills and communication techniques to help you facilitate and actively participate in business meetings. The book also introduces techniques, procedures, and various meeting styles to help you appropriate plan and prepare for business meetings conducted in English. The book includes FAQ’s, planning sheets, and an audio CDROM with example phrases and useful expression to help you develop your language ability and communicate more effectively.

PublicationsPC Application





reallyenglishGLOBALINX CORP. has partnered with reallyenglish to provide our clients with a fully personalized online learning system. There are currently four main programs; General English -TOEIC, e-Speed Reading, Business Writing and Information Technology IT. These programs are designed to meet the general Business-English needs of most businesspeople and engineers working in the IT industry. There will be more programs added shortly.Customized learning solutions can also be created for your organization using your content, or content related to your specific industry. This provides a targeted learning experience that improves the speed and efficiency of learning.

Language Development eLearning Programs

GLOBALINX Online ForumThe GLOBALINX ONLINE FORUM provides our participants and clients with an interactive learning environment to improve and develop their business communication skills. The primary applications and uses are to help participants:

- Complete pre-assignment work in preparation for attending a training seminar.- Effectively apply the skills and techniques learned during the seminar.- Review, and continue to develop their global business skills.

This is a free service for all our clients and seminar participants.

The eLearning CenterGLOBALINX provides a comprehensive collection of online courses. By obtaining global partnerships with the top companies and authors, we can offer our clients online self-study courses with open enrollment in nearly every subject imaginable.On successful completion of a course, participants receive a validated certificate of completion from the University of East London.





Company Profile Main Clients 2008

Company Training / Services ProvidedDenso Corp. - Business Presentation Skills - Business Meeting Skills - Pre-departure Training

Fujitsu Ltd. - Integrated Business Skills Training - Business Presentation Skills - Effective Meeting & Discussion - International Negotiations Skills

GFK Marketing Services Japan Ltd. - Assertive Communication Training

Hino Motors, Ltd. - Inter-Cultural Communication

Hitachi Kokusai Denki - Overseas Managers Training Meeting Skills Training

Hitachi Kokusai Business Personnel - General and Specialized Language Development

Hitachi Institute of Mgt. Dev. - Project Management Training

Japan Bank for International Cooperation

- Business Presentation Skills - Business Negotiation Skills - Global Communication Skills

JGC Corp. (Nikki) - Business Negotiation Skills Business Presentation Skills

Marubeni Corp. - Pre-departure Management Training - Overseas HRM Seminar

Mitsubishi Corp. - New Employee Training - Global Business Communication skills

Mitsubishi Electric Corp. - Business Presentation Skills - Business Meeting Skills - Overseas Trainee Preparation - Pre-departure Management Training - CCA Mind & Communication Skills

Mitsui & Co., Ltd. - Pre-departure Manager Training - Global Executive Development

NEC Corp. - Cross-Cultural Communication

Nihon Kohden Corp. - Business Presentation Skills

Nippon Ericsson K.K. - Business Presentation Skills - Business Negotiation Skills - Assertive Communication Training - Customer Communication Training - Project Management Training

NTT Communications Corp. - Business Negotiation Skills

NTT Data Corp. - Business Presentation Skills - Business Meeting Skills - Negotiation Skills

NTT Group Companies (Supported by NTT-LS)

- Language Development - eLearning- Assertive Communication Skills - Language Development Specialized Language

PFU Ltd. - Assertive Communication Skills - Language Development - eLearning

Pfizer Japan Inc. - Effective Business Communication Skills

Sony Corp. - Overseas Management Training

Sumitomo Electric Industries, Ltd. - Personnel Management Skills Business Meeting Skills

Sumitomo Wiring Systems, Ltd. - Personnel Management Skills - Business Meeting Skills

Takeda Chemical Industries, Ltd. - Global Communication Skills

Tokuyama Corp. - Assertive Communication Skills - Business Meeting Skills

Toshiba-MatsushitaDisplay Technology Co., Ltd.

- New Employee CCA Training

Toyo Ink Mfg. Co., Ltd. - Assertive Communication Skills

Walt Disney Company (Japan), Ltd. - Business Presentation Skills

GLOBALINX CORP December 2009

Company ProfilePresident Philip Deane MCMIAddress Nomura No.1 Building 5F, 2-23 Kanda-Sudacho, Chiyoda-ku, Tokyo 101-0041Capital 10,000,000 yen

Corporate History

April 1968 Teruhiko Saito established Bikou Industry Inc. Change the company name to Saito International Corp. Started company English training programs 1985 Introduced IBM computers - computerized accounting system yearly sales >200 million > 30 native English speaking instructors1986 Established IST (Institute of International Staff Training) Started “Cross-Cultural Communication Training”May 1990 Changed corporate name to “GLOBALINX CORP”October 1990 Started “Global Business Communication Training”

December 1996 Moved the office to Daikanyama Started “Personnel Management Skills Training”October 1998 Tadashi Iwaki appointed president Started “Chinese Business Seminars and Training Services”April 1999 Published PC software for developing business skills Exhibited at “Tokyo International Book Fair”March 2000 Moved to new office in Chiyoda-Ku (current location) July 2001 Started eLearning programs and services April 2002 Published “The Great Presenter” in association with Asahi PressApril 2004 Published “The Great Negotiator” in association with Asahi PressMay 2006 Published “The Great Facilitator” in association with Asahi PressOctober 2006 Started “Project Management Skills Training”September 2008 Philip Deane appointed presidentNovember 2009 Reviewed and approved as a provider of project management training by the Project Management Institute (PMI).

Develop Externally ~ Grow Internally

INTERNATIONAL TRAINING CONSULTANTS

Globalinx Corp has been providing corporate services for global businesses and government agencies since 1968.

Our training programs and seminars are designed to develop and improve management and other business skills for people working in international environments.

We aim to fully prepare workers for leadership roles in global organizations anywhere in the world.

We continually develop and improve our training services to ensure the highest possible standards of training and support material.

Globalinx CorpTokyo, Chiyoda-ku, Kandasuda-cho 2-23, Nomura Bldg. 5FTel. 03.5297.8243 Fax. 03.5297.8689Email: [email protected]: www.globalinx-itc.com

GLOBALINX CORP. - Global Business Skill Seminars

Education

Transcript of GLOBALINX CORP. - Global Business Skill Seminars