Public Workshops – November 2013

Overview: Programs

Transformational Synergies International (TSi) provides courses that address the needs of the clients

while providing an international perspective that is aimed at developing the individual to function in a

one-world environment intellectually, professionally and culturally. TSi specializes in customer driven

executive, corporate, vocational, professional and career development in English and Arabic. With our

customer service approach, pre-course assessment and post-course evaluations, it is critical to

effectively customize our training courses to meet organizational training goals while focusing on

developing the skills required for the 21st century. Consequently, TSi encourages and promotes

active participation in the Global Community. TSi makes certain that the clients’ needs will be met,

ensuring satisfaction and increasing in-house quality and productivity.

In-house Programs

On-site Programs

Tailored Programs

One-on-one Programs

Transforming Synergies

Global Leader Skills

Program Content

NQEmirates

BREAKTHROUGH CUSTOMER SERVICE

This two day course equips you with the skills to deliver consistent service excellence at every

customer 'touch point'. It will also enable you to handle difficult situations and achieve increased

customer satisfaction and loyalty. Companies that offer differentiated, reliable and customer-friendly

service have a distinct competitive advantage. Because customers have become more demanding,

no longer do they choose speed, quality or price - they now expect all three. This course focuses on

the key actions required to achieve real excellence in customer service. The key to customer handling

is practice, so you will be encouraged to use real life examples from your place of work to see how

you can improve the quality of customer service you provide.

Course Contents:

1. Genuine client or customer focus in the way you work

2. Understanding what your clients or customers want

3. Achieving economy of effort - doing the things that really count for your clients or

customers

4. Long-term, mutually beneficial relationships with your customers or clients

5. Active loyalty - becoming their provider of first choice

6. Clients or customers who are ambassadors for your organization

7. Profitability - customers or clients willing to pay the price for the value you deliver

8. How your customers and clients perceive excellence

BUSINESS WRITING SKILLS

This course will concentrate on various types of business writing, such as writing a general

description, writing a description of a process, writing a report, as well as writing business letters,

memos, faxes, e-mails and taking minutes of a meeting. A section on advanced English grammar will

also be included. The course will be highly interactive and will make use of workshops, techniques on

improving communication and reading skills, writing models and examples. There will be daily

assignments for the participants and the results will be graded and tabulated. Course hand-outs will

be provided which will be collated into a manual for each participant.

Course Contents:

1. Apply the theories and concepts of communication to business contexts,

2. Develop logical, effective approaches to solving business problems through

communication,

3. Inform and convince others in written form by developing a clear, concise, and

appropriate

4. writing style adapted to the reader(s)/audience of the message, and

5. Apply basic techniques of report preparation, including the collection, evaluation,

analysis, organization, interpretation and presentation of data in written and oral messages.

6. Identify and eliminate common errors in punctuation, spelling, and grammar, including

but not limited to subject/verb agreement, noun/pronoun agreement, and parallelism.

CULTURE ALIGNMENT

Organization Culture, Branding, and Capability addresses the strategic need for businesses to

envision and purposively create the culture that will help you win in the market place. This course will

also help you view organizational capability building in a practical and integrated manner aligned to

organizational culture and brand building.

This course is part of the Reality and Practice of OD and True Strategic HR that aims to satisfy the

deep interest in Organizational Development (OD) and the endless quest to become strategic

business partners among Human Resource (HR) practitioners. There are fundamental

misconceptions and glaring misalignments in the actual practice and understanding of OD and

strategic HR, wherein business environments and organizations of today and tomorrow direly need a

fully aligned and breakthrough-oriented OD and HR function to enable its business vision, strategies,

and goals.

Course Contents:

1. Capture and correct contemporary misconceptions or misalignments

2. on OD and HR;

3. Define OD and HR in terms of practice and as aligned to business needs;

4. Articulate the fundamental philosophies of OD in a business environment;

COACHING SKILLS

Coaching is a process that facilitates productive changes. It does this through the creation of a

conscious and structured relationship that is focused on learning, improving, and delivering business

results. A coach can help guide, create and monitor processes for individuals and teams to take

purposeful actions in achieving goals. Coaching is not management and not leadership. This course

is the first step in learning to be a coach. The participant will watch and experience being coached,

learn basic skills, become familiar with some tools of coaching, and learn when it is appropriate for

Project Managers to use or not use coaching. Successful organizational change and learning

initiatives have been publicly recognized to be directly related to coaching.

Course Contents:

1. What you will achieve

a. Awareness of the power and use of coaching

b. The experience of being coached and of having coached others

c. The use of coaching tools and techniques

d. How to use coaching tools and techniques in your environment

2. What you will learn

a. Coaching — what it is, how to do it, and when

b. To use the basic skills of coaching

COMPETENCY BASED INTERVIEWING SKILLS

This course gives a highly practical insight into competency based interview techniques that are

proven to improve appointment success rates. During the programme, delegates will come to

understand the concept of competencies; practice competency based interviews and learns to

objectively evaluate interview evidence.

Course Outcomes:

1. Use competencies to structure interviews

2. Appreciate the strengths and limitations of different interview approaches

3. Conduct structured and comprehensive competency based interviews

4. Systematically evaluate and use information from competency based interviews

5. Identify and overcome the obstacles to fair and objective assessment when

interviewing

EMOTIONAL INTELLIGENCE

Organizations of all sizes are increasingly recognizing the key role that 'Emotional Intelligence' (EQ)

has in the effectiveness of the organization at all levels. Managers and team leaders are required to

fulfill a much broader remit - not just to have technical or specialist expertise, but also to have a range

of personal attributes and abilities; team members need to be able to cooperate and to work

effectively with their colleagues and managers; and front-line staff need to be able to deal

professionally with difficult/stressful situations with customers and suppliers. This course will equip

delegates with the skills and knowledge for the practical application of Emotional Intelligence in the

workplace. It will help delegates to understand themselves and others better, and will give an insight

into how to build productive and professional relationships at work. It is recommended for anyone

who would like to learn how emotions affect performance at work, and how to use practical but

effective strategies to manage emotions in difficult situations.

Course Outcomes:

1. Define emotional intelligence and how it relates to personal and organizational

success.

2. Analyze and interpret online assessment results from the EQ-i Inventory.

3. Apply tools to increase personal skills: self awareness and self management of

personal emotions.

4. Apply tools to increase social skills: recognizing the emotions in others and

responding to those emotions.

INFLUENCING SKILLS

Everyone needs to be able to influence others! A successful professional or leader is invariably able

to influence decision-making inside and outside the workplace and as a life skill, you can use it

wherever you go and whoever you engage with. This practical, interactive influencing skills training

course enables you to enhance your impact by building, maintaining and controlling rapport. Learn

how to influence others to achieve their desired objectives - quickly and effectively.

We use our experience to explore with you a toolkit of skills and strategies to enhance your

influencing style. We give you the opportunity to practice and receive feedback on existing and new

skills. Within the influencing skills course we create a supportive, enjoyable environment where you

are encouraged and challenged to experiment with new approaches and apply the learning to your

own influencing situations.

Course Outcomes:

1. Improve your personal influencing style

2. Develop your confidence and credibility

3. Apply powerful influencing tools and techniques with individuals and groups

4. Respond to the concerns of those you wish to influence

5. Maximize your impact in challenging situations

MANAGEMENT OF SUPERVISORY SKILLS

Managers are often required to combine their management and supervision role with demanding

operational responsibilities. And yet, ask anyone with a manager, and they’ll probably tell you that

effective supervision and management can often make the difference between mutually

beneficial/productive involvement, and an experience that is less than satisfactory for both parties.

This packed and practical 2-day course will enable delegates to develop the necessary skills and

knowledge to achieve results through the effective management and supervision of staff. It will help to

break down their responsibilities into easily achievable stages of development, and to approach their

new role with confidence.

Course Outcomes:

1. Enable managers and team leaders to operate confidently and competently by

developing key management and supervision skills

2. Focus on key issues and challenges relating to the effective management of tasks,

teams and individuals, such as: assertive communication; effective delegation; constructive criticism;

performance management; team building and conflict management

3. Introduce and promote the benefits of using an effective model of management and

supervision

4. Introduce powerful and flexible tools and techniques for effective management and

supervision, whatever the participants’ previous experience or circumstances

MANAGING CONFLICT

Every person faces conflict. There are positive and negative outcomes to conflict. What makes

conflict negative or positive is the way in which it is handled. This course teaches participants how to

manage emotions during conflict while working collaboratively toward a win/win resolution.

Participants will complete a conflict style assessment, learn the five styles of conflict, and identify their

dominant style.

Course Outcomes:

1. Define conflict.

2. Identify assumptions of conflict.

3. Explain the escalation of disagreement into conflict.

4. Recognize the five styles of conflict resolution and the benefits and pitfalls of each

style.

5. Understand your preferred style of conflict resolution.

6. Apply the six steps to collaborative conflict resolution.

7. Apply techniques to managing emotions during conflict.

8. Discuss the effect that power has on conflict resolution.

9. Implement a strategy for continuous conflict management.

NEGOTIATION SKILLS

In the competitive trading conditions of the twenty-first century, we are all under pressure to deliver

better results. Buyers and sellers at the forefront of the commercial relationship and managers

negotiating internally, all face increasing pressure to achieve more.

This Negotiation training course describes a range of successful negotiating techniques and explains

how you can use them to help you achieve your key objectives.

Course Outcomes:

1. Have the knowledge and tools necessary to be able to conduct any negotiation as a

competitive and collaborative negotiation

2. Understand how to make the most effective use of time available for negotiation

preparation

3. Appreciate the benefits of a wide range of persuasion techniques which are effective in

commercial negotiations

4. Be aware of the most commonly used tricks, traps and ploys used in negotiation and,

more importantly, how to deal with them

5. See for yourself the factors which make the difference between effective and average

negotiators

Interested in our services?

Please contact us to design a program best suited for your organization:

Address:

Office G-13, Block 13

Dubai Knowledge Village

Dubai, UAE

Office: +9714-458-8321

Fax: +9714-458-8146

Email: tsi-dubai@tsi-mena.com