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Overview

This programme seeks to cultivate the right mindset and to create a cultural change which will support an organization’s strategic goals and objectives.

Participants should be able to:

• Understand the corporate mission and values
• Appreciate the impact of the changing environment on the organization and self
• Support corporate goals and initiatives
• Model the corporate values at work
• Appreciate the importance of customer (internal and external) satisfaction
• Apply the process and skills of providing excellent customer service
• Understand the need to work as a team
• Adopt the right working approach with their bosses and peers
• Adopt a proper set of personal values and work ethics
• Develop a personal action plan for implementation.
  

This programme is NOT just another course. Many training programmes fail because there is a lack of emphasis on the mindset and supporting culture. However, this programme aims to engage both the HEARTs and MINDs of participants so that they will provide excellent customer service. Competencies will be developed in three domains: self, others and customers (see diagram).

The programme is also highly customised to meet the specific needs of an organization. Actions are documented and analyzed for management attention. Follow-up workshops are organized to ensure that actions are successfully implemented.

Through this programme and its variations, SDC has enabled more than 10,000 employees of world-class organization to achieve their competitive edge.

Methodology

This aim of this programme is to develop competencies in three domains:

SELF: Excelling in a changing world

• Take responsibility for personal growth (engage in lifelong learning)
• Take initiative (excellent customer service through action)

CUSTOMERS (Internal & External): Providing quality service

• Do the right things right (take pride in my work)
• GLAD to serve you (quality service through Greet, Listen, Act & Depart)

OTHERS: Working as a team

• Care for self but think overall (don’t be myopic)
• Hard on issues, soft on people (don’t compromise on quality & excellence)
  
  

Who Should Attend?

All employees

Duration

Two Days

Overview

People are an important resource to any organisation – in many ways, the most important resource. In today’s economy, not only are people expensive assets, human capital has become as important, if not more so, than financial assets and physical capital. Hence, just as financial assets and physical capital have to be effectively managed, attention needs to be paid to the manage- ment and development of human capital. In particular, high potential employees and key personnel should be developed systematically and professionally, and not in a haphazard manner, in order to enhance an organisation’s capability.

People Leadership: Styles and Skills is a programme designed to improve an organisa- tion’s overall productivity through the development of human resources. It aims at improving an organisation’s long- term competitive edge and short-term profitability through helping people achieve their maximum potential. In particular, this programme focuses on manag- ers, team leaders, executives and front-line supervisors who have to work with and develop people- a group of employees critical to the development of human resources in any organisation.

Programme Objective

• Understand and enhance their personal role and style effectiveness;
• Adopt a systematic approach to leading people;
• Enhance their skills in giving instructions, coaching, delegating, managing poor commitment and counselling difficult cases; and
• Effectively manage or supervise the people with whom they have to work with in diverse situations.
  
  

Methodology

• Short Lecture
• Videotapes & Discussion
• Skills Practice & Role Play
• Syndicate Exercises
• Case Studies
• Instruments/Questionnaires
  
  

Highlight of the programme
– Special WORKBOOK

• Making notes is part of the learning process and it aids memory retention as well.
• This workbook is designed to complement the training programme. The workbook contains explanations of the material discussed in class as well as supplemen- tary reading material.
• The workbook has a wide right margin. This is to allow you, the participant to make notes during the class or as you read the materials.
  
  

Who Should Attend?

It is for new entrants into the workforce, existing employees and people who have to manage them. The last group would include directors, senior managers, supervisors and front-line leaders who need to manage and lead people effectively.

Duration

Three days

Overview

A key competence of executives is the ability to appraise the parameters and challenges of any given situation or concern. The next competence is to identify, analyze and solve problems effectively and make decisions that improve the business agenda. However, the resolution of problems and decisions are much subject to personal interpretations and assumptions that may help or hinder the proper processes.

Sometimes, a more creative or innovative approach may provide the breakthrough needed. At other times, a higher level technique called Systemic Thinking, will greatly enhance the problem or decision analysis and implementation.

This workshop, in 2 days, seeks to help the participants to be more aware of and skilled in the intricacies and techniques (both rational and creative) of the problem solving process and in the making of decisions and plans…. and to demonstrate proven and systematic and systemic methodologies in addressing issues, problems and decisions effectively.

Programme Objective

Participants are encouraged to actively participate, challenge and generally “get involved” with the workshop. If they do just that, they will find that by the close of the workshop, they should be able to:

• be aware of their own personal “style” in solving problems and in making decisions and be prepared to have this challenged!.
• learn systematic and more robust techniques in problem solving & decision making, including situation analysis and potential problem anticipation (refresher of KT techniques).
• identify and feel comfortable with the use of both rational and creative problem solving & decision making techniques (‘out-of-the-box thinking’).
• use Systemic Thinking processes in relating and linking obvious & less obvious issues and consequences in any situation where problems are identified and where decisions are to be made.
• identify and deal with the “human issues” in problem solving and decision making situations.
• identify own plans to improve personal approaches in problem solving & decision making…whether in or outside the organisation.
  

Programme Content

The workshop, in 2 days, is expected to cover the following areas…all of which are significant components or techniques in critical thinking:

• Definitions of “problems” and “decisions” and their levels of significance & impact.
• Personal thinking styles in evaluating situations, solving problems & in decision making
• Systematic & Rational problem solving & decision making techniques
  • demonstration & practice: (eg. Root Cause Identification, FishBone Diagram, Pareto, etc
• Creative techniques in solving problems & in making decisions – demonstration & practice
• Systemic Thinking processes and applications to participants’ on-job situations.
• Group and human issues in problem solving and decision making
  • a discussion and sharing of experiences plus identification of how to’s in various situations
  • practice and apply techniques onto ‘on-job’ problems & decisions situations
• Share ideas for self improvement in Critical & Creative Thinking
  

Approach

The workshop will be highly interactive with sharing of experiences, theory inputs, videos, role plays, short exercises and group work on cases…both generic and ‘on-job’. Participants can expect to have their present thinking styles challenged in a nurturing way. There will also be new concepts introduced and tested against on-job situations which participants are encouraged to bring along. The overall emphasis will be on the practical value of techniques taught.

Pre-Workshop Preparation

Participants are to do a short write up of a problem or situation they have helped to solve or decided on and to be prepared to share the experience in the workshop. Or, they can identify a current problem, impending decision or just a difficult (probably complex) situation they want some illumination on. The workshop will help to cast some insights onto the situation, etc. and this would help the participants see things differently when they return to work and could help him/her initiate new and/or different approaches to resolve the situation.

Who Should Attend?

TBU

Duration

Two Days

Overview

In today’s complex environment, organizations have to understand and respond rapidly to shifting public values, rising expectations, demands for public consultations and increasingly intrusive news media. This is particularly important when things go wrong. Organizations are susceptible to tragic accidents, human errors, criminal acts, or malicious acts by parties who want to damage their reputation. These can escalate exponentially destroying lives and property, damaging reputation – even overturning market dominance -and infiltrating and undermining the well-being of the organization as a whole. Threats to reputation – whether real or perceived – can destroy an image or brand. These threats need to be anticipated, understood and planned for.

If your organization is unprepared it cannot anticipate the probability of such a risk actually happening, let alone have the expertise, resources and infrastructure to cope with such an event. Being stalked by the issues is not good management. Yet organizations frequently allow themselves to be entrapped by issues rather than getting on to the front foot and managing them.

An issue ignored can develop into a crisis. A crisis can hit an organization where it hurts. A crisis that is badly handled by the organization invariably produces condemnation from the public at large as well as stakeholders, government and the media. The right response action can minimize serious damage and can quickly put an organization in control of its destiny.

Programme Objective

This programme is designed specifically to prepare the management of an organization to handle actual, emerging and potential issues that can harm the operations, brand or even the business of the organization. Participants will learn how to use a powerful strategic planning tool which can identify, analyze, prioritize, diagnose and manage issues and how to respond to them before they become public knowledge. The programme will provide guidelines on how to actively and strategically influence the development of these issues.

The programme will arm participants how to look into the future to identify potential trends and events that may influence the way their organizations are able to operate. These are the trends which the organizations currently may have little real focus, probably no sense of urgency and an unclear reference in time.

Participants will learn how to develop and implement the powerful process of outside-in-thinking – an essential tool for handling emerging issues that may confront organizations. They will be taught how to scan the internal and external environment to identify potential issues. The programme will give a guide on how to effectively mobilize and coordinate resources to deal with current and emerging issues.

The programme will highlight how to effectively implement an issues management plan and how to develop and implement an effective communication plan to resolve issues confronting the organization.

Who Should Attend?

Members of the board, Managing Directors, Members of the Management team and senior managers responsible for managing stakeholder interests.

Duration

Two Days

Overview

Organizations in the current environment rely heavily on their people to contribute significantly to achieving a competitive advantage for them. In order to achieve this objective managers are entrusted the important task of ensuring that they recruit the right caliber of staff and helps in retaining them. This important activity is critical for the organization as all else depends on the human capital employed. This highly practical and participative program aims to enhance the recruitment and selection skills of managers. As an integral part of management managers are entrusted the important task of ensuring that the persons they recruit are persons who can fit into the company’s culture and contribute significantly to its growth.

As persons recruited are expected to make a career with the company the recruitment and selection process becomes even more critical. The process of recruitment incurs significant costs: hence it is necessary for organizations to ensure that the exercise is cost effective. Managers need to be really aware of the skills required to ensure that recruitment is carried out effective so as to maximize the returns on recruitment investment.

Programme Objective

• To create an awareness in Managers the critical importance of recruitment and selection
• To be able to conduct the recruitment and selection in a professional manner
• To be able to apply some of the selection techniques discussed during the program
• To develop selection skills in order that the recruitment of staff will be effective and meet organizational objectives
  

Who Should Attend?

This two-day program is targeted for managers and senior executives who are directly involved in the recruitment and selection of staff. It is also for line managers who frequently have to be involved in the selection of the staff for their own departments.

Duration

Two Days