Overview
In any organisation undergoing strategic systemic and structural changes, it is essential to ensure that the human capital it possesses continues to grow and develop to meet internal and external challenges. One key strategy lies in the continual development of talent and skills in employees and associates. Within this strategy is the practice of Coaching and associated forms eg. Mentoring, Counselling and Job Handover.
Whilst training interventions are generally beneficial, coaching on-the-job delivers meaningful results with empowerment via immediate opportunities to practise what has been learned. However, generally, insufficient attention has been paid to this form of learning. It is Action Learning at its relevant best! This workshop is designed to expose all executives, especially Heads of Business Units, to the mutual benefits of coaching and, on a more strategic and long term sense….through Mentoring…to create a sustainable Learning Organisation.
Programme Objectives
This Workshop enables participants to:
- Learn effective strategies to coach and to develop people in their organization to their optimum potential.
- Coach and Mentor others with learned knowledge, tools and techniques in a series of one-on-one coaching situations.
- Develop and improve on their own styles and preferences in coaching and mentoring.
- Think through and identify specific options on how they can personally promote and support performance improvement throughout the organization via this Mentoring Process.
- Focus on positive ways to develop the organisation’s talent, including high potential staff and solid performers as well as to appraise them in more challenging situations/scenarios.
Briefly, Coaching & Mentoring for Performance is to help your organisation to leverage the full potential of your organisation’s talent through a strong and well-thought out development and performance management philosophy.
Programme Content
Major Sessions:
- Coaching Strategies and tactics
- Practice Sessions: Series of coaching/mentoring situations (3or 4 Situations)
- Mentoring : “Personalised long term coaching from experience base”
- Normal on-job skills/knowledge development coaching
- Job Handover coaching
- Team coaching
- Counseling: “Coaching with Heart”
- Personal Coaching Styles and Preferences :
- A need for improvement?
- Personal Action (with buddy?)
- Talent development strategies : Potential & Performance management
- Creating a Learning organization: strategies
Approach
Whilst the workshop will have its (necessary) inputs and discussion sessions, the major focus will be on personal on-job practice with debrief and sharing of coaching/mentoring experiences and tips. Together with learned skills in coaching and mentoring, participants will also gain useful insights into how the organisation can effectively develop its talent base. A useful and proven framework for this will be shared for consideration. Some pre-work is recommended to focus on personal engagement skills and in giving and receiving feedback with potential subjects for coaching.
If feasible, a half-day follow-up meeting (after a month?) with participants is recommended to share experiences coaching/mentoring. Likewise a half day meeting with coaches/mentees for a similar purpose would be beneficial.
Facilitator
A lead facilitator who is a corporate coach to senior executives in national and multinational companies and who is the lead consultant/trainer in MIM for its Coaching & Counselling Skills Programme. He has considerable experience in business functions and in managerial leadership & executive coaching/mentoring and talent development from national and multinational perspectives. He is an ICF Certified Performance Coach.
Who Should Attend?
All (senior) executive staff from any function, especially if they lead business units/teams or projects. To be effectively conducted, the maximum number of participants should not be more than 16.
Duration
Two Days
Overview
A learning organization is made up of employees who are skilled at creating, acquiring, transferring, and sharing knowledge, to change their behaviors an enable the organization to become adaptive to the constantly changing environment.
In this program participants will learn the five disciplines of the learning organization developed by Peter Senge – personal mastery, shared vision, mental model, systems thinking and team learning. Acquiring these disciplines and practicing them are key to creating the learning organization.
Programme Objectives
- Learn the concepts and tools relating to the 5 disciplines of the learning organization
- Gain an understanding of the application of learning tools to real work issues
- Increase understanding of own assumptions about work and the influence of “ mental models’’ on one’s thoughts and behaviors
- Practice holding productive conversations with others.
Who Should Attend?
This program is targeted at managers and executives who are keen in fostering organizational learning and a continuous learning culture in the organization or work unit.
Duration
Two Days
Overview
The effective Executive is a person who is not only self confident, self competent but is comfortable and effective with people. In these competitive times, a compelling and, indeed, critical skill is in one’s ability in working with and through people whether superiors, colleagues, subordinates or customers and suppliers. This programme provides the opportunity for participants to examine the way they relate with others in different situations and how they can be more / less effective and to learn from it. Particularly, effectiveness in small groups or work teams will be focused on.
The emphasis will be on engaging effectively with all types of people at work and socially. Issues of leadership, teamwork, communications and motivation will be examined and participants will be given feedback from facilitators and colleagues.
Programme Objectives
It enables participants to:
- Define the significant team-working dimensions that are important to executives.
- Learn specific skills that will enhance one’s effectiveness in interacting & relating with people.
- Test the learning of the skills discussed through both experiential and conceptual exercises.
- Facilitate the development of individual action plans that will help the participants address their ‘people’ concerns back at their work place.
Programme Content
Major topics would include:
- communicating & relating well with people
- working effectively in teams
- dealing with differences and potential conflicts
- understanding leader & follower behaviors
- contributing with confidence and commitment
- motivation and expectations: what makes people tick?
Approach
Workshop format, supported by cases, discussions and experiential exercises, of which some may be outdoor. Video films and role plays will add a further dimension to the workshop. A ‘positive provocative’ approach will bring out issues opening and frankly.
Who Should Attend?
All young executives from all functions. Maximum no of participants: 20.
Duration
Two Days
Overview
The Customer Service programme (CSP) for customer service staff or front-liners serves to cultivate and reinforce the right mindset and develop skills in customer handling and communication. The topics covered are:
- Importance of customer satisfaction
- Customer’s needs and expectations
- Effective communication and feedback skills
- Customer satisfaction process
- Telephone handling skills
- Managing complaints and difficult customers.
Programme Objectives
The Customer Service Management programme (CSM) for supervisors and managers aims to help them manage and support their staff in achieving internal and external customer satisfaction. It also emphasises coaching and empowering front-liners in providing service excellence.
The topics include:
- Importance of customer satisfaction
- Customer’s needs and expectations
- Customer satisfaction process
- Taking appropriate action to address what is important to customers
- Application of service skills to increase customer loyalty
- Building commitment and teamwork to better meet customer expectations.
- The programmes adopt a total systems approach to managing customers and go beyond simply focusing on customer contact behavior.
In addition, they include a problem-solving approach to achieving customer satisfaction and incorporate the need to develop strong internal partnerships.
Who Should Attend?
CSP is suitable for customer service staff or front-liners. CSM is suitable for supervisors and managers.
Duration
Two Days
Overview
A crisis is a change – either sudden or evolving – that results in an urgent problem that must be addressed quickly. For a business, a crisis is anything with the potential to cause sudden and serious damage to its employees, reputation or bottom line. A major crisis will affect the entire organization and in some cases it can lead to its collapse.
All organizations are subject to crisis. In business crisis comes in many varieties. The spectrum is so wide that it is impossible to list each type. There are the product-related crisis, inefficient management-related crisis, the breakdown of technology, the crisis from the outbreak of diseases and those that stem from acts of human malice or criminal behavior. There are also the major crisis such as accident or natural disasters that result in the loss of life and property. All these crisis leads to an erosion of public confidence and cause business interruptions which can have major financial implications to the organization.
Programme Objectives
Managers whose organizations encounter a crisis must act quickly – to recognize its source, contain it, and eventually resolve it with the least amount of damage. In this sense crisis management is part of a larger system of organizational risk management, yet few managers receive any formal training in this crucial area. The programme aims to remedy the situation by explaining the essentials of crisis management and providing a practical framework for stabilizing, then mastering an unanticipated crisis.
It will give the manager a practical framework for coming to grips with and mastering an unplanned and unanticipated damaging event. It will also explain the processes and actions that are necessary to develop contingency plans and what should be done to ensure business continuity so as to protect the interest of the employees, customers, suppliers and the company itself. The programme will provide detailed instructions and practical solutions for managing a crisis. It will provide participants with ready-to-use tools for use in an emergency.
Methodology
The programme will be conducted through lectures and case studies of actual crisis that have affected organizations. It will also include syndicate work to give participants the chance to practice what they have learnt. Participants will be provided course materials for use during the session.
Who Should Attend?
Managing Directors and members of the management team of corporations including head of operations and senior managers and executives that manage business units.
Duration
Two Days