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Provided by: PERCON The Strategic Interveners Building and Nurturing Partnership with Vendors/CustomersBusiness Process Management |
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Training
Provided by PERCON The Strategic Interveners
OBJECTIVES
To address the needs of all those participants to work in teams.
To make collaborative efforts beyond the teams.
To sustain excellent cooperation with customers and vendors.
Shaping and fine-tuning relationships within the team, outside the team, with internal and external customers.
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Building and Nurturing Partnership with Vendors/Customers
Session Plan for a two day workshop on Building and Nurturing Partnership
Objective
The programme objective is to address the needs of all those participants, who have to work in teams, have to make collaborative efforts beyond the teams and also sustain excellent cooperation with customers and vendors. The programme would focus on shaping and fine-tuning relationships within the team, outside the team, with internal and external customers as well as vendors. It would go on to evolve participants to imbibe the importance of these efforts in order to bring about the desired effectiveness of the end-result, which may be in the form of products or services. The programme would enable the participants to build critical core competencies and understand the processes for such partnership.
Schedule
DAY 9.00 10.30 10.45 11.15 11.15 13.30 14.15 16.00 16.15 17.15 17.15 18.00
1 Introduction Business benefits Interdependence and Mutuality Values & ethics, Trust and adhering to Terms & Conditions Focus Expressing vis- -vis comprehending
2 Team Emotional Intelligence Importance of assertiveness Empathy/establishing rapport Influencing stages to achieve Importance of Listening Display of brand image through confidence and lustre in behaviour, adding good humour Winding up & Action Plan
Session Plan
DAY 1
Session 1: Introduction
Objectives:
To form an atmosphere for erudition of the following:
Knowing more about each other
Developing overall perceptiveness
The process of accepting and stimulating oneself to understand
Making midcourse corrections and fine-tuning the understanding
Registering and sustaining what one understands
Content:
1. Keenness to learn
2. Seeking clarification
3. Cohesion with regard to objective
4. Relate to the other s thought process
5. Reconfirm understanding
Session 2: Business Benefits
Objectives:
To evolve an understanding of how:
To deliver the latest products and services in an incredibly fast-moving market with a commitment to get you there first and win new business.
To maintain the flexibility, dedication and eagerness required to provide you with what your customer s need while not competing with your business.
To align our products and services with those of our partners to deliver best off-breed solutions to our customers.
To lead with business partners as one of our primary channels for bringing solutions to both consumers and small, medium and large business customers.
To deliver attractive and ongoing discount and commission structures.
To provide the support infrastructure you need to support your customers.
Content:
1. Dedicated account management, sales administration, pricing tools and sales support
2. Online ordering, sales kits, incentives and service statistics
3. Joint lead generation
4. Product and service literature, PR support and co-branding (dedicated partner extranet)
5. High-level dedicated technical support
6. Helping partners recommend and advise customers on the right solution with total confidence
Session 3: Interdependence & Mutuality(Responsibility for and Responsibility to)
Objectives:
Participants would be imbibing:
Pertinence of interdependence in today s context
The process of evolution to interdependence
The approach required for interdependence and its needs
Manifest interdependence and its art of doing so
Creating the need for interdependence (to evolve teamwork)
Sense of being accountable and taking on the onus for one s doings
An understanding that dependability and reliability start from here
Sense of self-discipline and time
Responsiveness invariably inculcates responsibility towards others
Sense of keeping up to one s words
Content:
1. Seeing instances of having to do things for others in the family, the smallest of social unit
2. Can not run away from reality
3. Creating habits and evolution of self discipline
4. Developing conscientiousness
5. Introspect for whether we were still adhering to the independent style
6. How important is compatibility?
7. Are there instances of individual excellence that has taken the world by storm in the recent times?
8. Verticals are interdependent and so are domains
9. Resilience is the order of the day
Session 4: Values & Ethics, Trust and adhering to Terms & Conditions
Objectives:
The participants would learn about how the following to enhance the effectiveness in partnership:
Meaning of Ethics and Values in individual, societal and global context
Principles of Universal Ethics
Truthfulness & honesty in commitments
Consistency in action
Adherence to standards and norms of practices
To be able to be proactive and be able to ignore passiveness and negativity
The advantages of trustworthiness
The terms & conditions a reflection of values & ethics
To be able to codify and be consistent
To be able to display the corporate brand through these
To be able to seek legal recourse in case of repeated deviations the deterrent effect
Content:
1. Globalisation calling for Cross-cultural Ethics and Value Systems
2. Seeing instances of compassion, truthfulness and respect for others, as a part of Universal Principles of Ethics (Rushworth Kidder)
3. Repose faith and confidence in partner
4. Empowerment and delegation
5. Evolve work methods
6. Appreciative Inquiry
7. Reaching the higher echelons of camaraderie
8. How the terms and conditions reflect the corporate values and ethics
9. The advantages of documented terms & conditions
& 61630; Point of reference
& 61630; Consistency
& 61630; Corporate image
& 61630; Legal recourse
10. Service Level Agreements (SLAs)
11. Organisation Level Agreements (OLAs)
Session 5: Focus
Objectives:
Participants would assimilate the skills to:
Generate interest in objective
Sequencing the thought process
Act accordingly
Avoid noise and distraction
Aim at attaining objective qualitatively
Content:
1. Witness your thoughts as an objective partner to your mind
2. Picture your mind as a blank canvas or a dark sky
3. Body posture
4. Interest your mind
5. Open the mind
6. Pay active attention (weeding out noise and taking quality of objective into consideration)
Session 6: Expressing vis- -vis comprehending
Objectives:
Participants would sharpen their abilities to deliver:
According to the ideal communication model
Ensuring that there is least of aberration & distortion in what is being expressed from what was comprehended
Understanding that the process of comprehending is of paramount importance
Ensuring that the expression has been understood in its true spirit
Ensuring proper language skills
Content:
1. Discuss the communication model in detail
2. Relate to session on comprehending
3. Relate to expressing and obtaining feedback
4. Importance of command on the language
5. Discover the innate skills of presentation/expression
Session 7: Team Emotional Intelligence
Objectives:
The participants would be instilled with the belief, being aware of other s emotions is a key to working with people and how they
Need to be aware of their own feelings so that one is not blinded by emotions
Would realise that creative ideas can come from the ability to generate a mood or an emotion
Should understand other people s point of view
Should be aware of emotions and use them to solve problems
When disappointed try to find out the cause and take remedial measures
Content:
1. Discussions on Self Awareness
2. Interactive session on Self Management
3. Discussions on Social Awareness
4. Developing Social Skills
5. Emotional Competency Intelligence
Session 8: Importance of Assertiveness
Objectives:
This session would enable those attending to:
Be able to relate the characteristics of assertive, non-assertive and aggressive behaviour
Understand the benefits of being an assertive manager
Describe alternative assertive techniques
Apply some assertive techniques to work situations
Display assertiveness in problem solving
Content:
1. Learn to say no
2. How to discern between assertiveness, aggressiveness and passiveness
3. How does assertiveness reflect in interpersonal behaviour?
4. How does assertiveness get displayed in problem solving?
5. How to build assertiveness as a skill?
Session 9: Empathy establishing rapport
Objectives:
Participants should be able to recognise:
The existence of an accessible Self (self-awareness or self-consciousness)
The existence of an available other (other-awareness, recognising the outside world)
The existence of accessible feelings, desires, ideas and representations of actions or their outcomes both in the empathizing Self ("Empathor") and in the Other, the object of empathy ("Empathee")
The availability of an aesthetic frame of reference
The availability of a moral frame of reference
Content:
1. The evolution of the concept of rapport
2. The evolution of the concept of empathy
3. Develop a sense of objectivity
4. Develop a proactive approach
5. Involve yourself honestly
Session 10: Influencing - stages to achieve
Objectives:
Participants shall be aware of:
Belongingness
Affiliation
Extension
Recognition
Control
Influence
Content:
Take the participants through the concepts evolving to the state of Influence and help them to relate to their own approaches at the workplace
Session 11: Importance of Listening
Objectives:
This session would give the participants the skills they need to determine:
Their customers' needs (both internal and external)
Gather important information
Avoid misunderstanding and frustration
Positive customer or vendor perception
Increased customer loyalty
Contents:
1. Sometimes the skills we use in working with clients do not exemplify reflective listening but instead serve as roadblocks to effective communication.
2. It is vital to learn to think reflectively
3. Reflective listening is meant to close the loop in communication to ensure breakdown doesn t occur
4. Repeating or rephrasing
5. Paraphrasing
6. Reflection of feeling deepest form of listening
Session 12: Display of brand image through confidence and lustre in behaviour, adding good humour
Objectives:
Participants should be proficient to ensure:
That the organisation he was representing was rated high and among the best
That there is an understanding of Product, Corporate and Employment Brand necessary before projecting oneself to anyone
That one appears to be expectedly utilising one s independent judgment in carrying out one s professional responsibilities
That one appears to be conversant with the project and its nitty-gritty s
That one appears to be confident
That the interactions leave behind an indelible impression Improve communication through appropriate humour.
Unleash positive energy.
Use positive coping skills.
Incorporate healthy habits to handle stress.
Reduce personal conflicts and improve one s working environment
Contents
1. Understanding Product, Corporate and Employment Brand
2. How one s behaviour reflects the image (brand) of the organisation
3. Building confidence and poise
4. How to carry oneself in the presence of Customers OR Vendors
5. Excellent product knowledge and knowledge of competition
6. Pleasant bearing
a. Humour helps in loosening stressful situations
b. Rely on humour to keep your customer on your side
c. Humour strengthens relationships
7. Respect for another individual s need
8. Thoroughness about the organisation s image in public and ability to add value to it
Activity Notes for Facilitator
DAY 1
Session I
Ice-breaker
Ask participants to find a partner and sit on chairs back-to-back with that person. Now ask them to take turns telling the other person about an event in their life which is particularly significant for them. The partner may respond non-verbally, but not verbally. Allow at least five minutes for each partner. At the end of the activity ask them to turn and face each other and discuss the activity for five minutes.
Session II
Interactive session with participants through PPT Slides
Session III
Case - Study on interdependence presentation to be video captured
Session IV
Game on Responsibility for and Responsibility to
Session V
Activity on trust, camaraderie and sacrifice TCS
Session VI
Game using both Focus and Trust Broken Squares
Session VII
Replay of video-captured presentation followed by critical analysis of comprehending and expressing abilities of participants.
DAY 2
Session VIII
Series of activities centred around Vanessa Urch Druskat & Steven B. Wolffe s model of TIE
Session IX
PowerPoint presentation A W two instruments on assertiveness
Session X
The I s Have It An exercise in building empathy
Session XI
Instrument IPNI to be administered and interpreted
PowerPoint slides with music an exercise in listening; the listening quiz
Session XII
Psychometrics on lack of confidence fear of failure . Interactive session with the help of PowerPoint slides on Manners & Etiquettes for romancing the customer and exhibiting the feeling of identification with a brand and impressing others accordingly through skits designed by participants to be enacted based on a series of pictures shown to them
Session XIII
Preparing with learning for workplace and drawing up action plan
Objective
The programme objective is to address the needs of all those participants, who have to work in teams, have to make collaborative efforts beyond the teams and also sustain excellent cooperation with customers and vendors. The programme would focus on shaping and fine-tuning relationships within the team, outside the team, with internal and external customers as well as vendors. It would go on to evolve participants to imbibe the importance of these efforts in order to bring about the desired effectiveness of the end-result, which may be in the form of products or services. The programme would enable the participants to build critical core competencies and understand the processes for such partnership.
Schedule
DAY 9.00 10.30 10.45 11.15 11.15 13.30 14.15 16.00 16.15 17.15 17.15 18.00
1 Introduction Business benefits Interdependence and Mutuality Values & ethics, Trust and adhering to Terms & Conditions Focus Expressing vis- -vis comprehending
2 Team Emotional Intelligence Importance of assertiveness Empathy/establishing rapport Influencing stages to achieve Importance of Listening Display of brand image through confidence and lustre in behaviour, adding good humour Winding up & Action Plan
Session Plan
DAY 1
Session 1: Introduction
Objectives:
To form an atmosphere for erudition of the following:
Knowing more about each other
Developing overall perceptiveness
The process of accepting and stimulating oneself to understand
Making midcourse corrections and fine-tuning the understanding
Registering and sustaining what one understands
Content:
1. Keenness to learn
2. Seeking clarification
3. Cohesion with regard to objective
4. Relate to the other s thought process
5. Reconfirm understanding
Session 2: Business Benefits
Objectives:
To evolve an understanding of how:
To deliver the latest products and services in an incredibly fast-moving market with a commitment to get you there first and win new business.
To maintain the flexibility, dedication and eagerness required to provide you with what your customer s need while not competing with your business.
To align our products and services with those of our partners to deliver best off-breed solutions to our customers.
To lead with business partners as one of our primary channels for bringing solutions to both consumers and small, medium and large business customers.
To deliver attractive and ongoing discount and commission structures.
To provide the support infrastructure you need to support your customers.
Content:
1. Dedicated account management, sales administration, pricing tools and sales support
2. Online ordering, sales kits, incentives and service statistics
3. Joint lead generation
4. Product and service literature, PR support and co-branding (dedicated partner extranet)
5. High-level dedicated technical support
6. Helping partners recommend and advise customers on the right solution with total confidence
Session 3: Interdependence & Mutuality(Responsibility for and Responsibility to)
Objectives:
Participants would be imbibing:
Pertinence of interdependence in today s context
The process of evolution to interdependence
The approach required for interdependence and its needs
Manifest interdependence and its art of doing so
Creating the need for interdependence (to evolve teamwork)
Sense of being accountable and taking on the onus for one s doings
An understanding that dependability and reliability start from here
Sense of self-discipline and time
Responsiveness invariably inculcates responsibility towards others
Sense of keeping up to one s words
Content:
1. Seeing instances of having to do things for others in the family, the smallest of social unit
2. Can not run away from reality
3. Creating habits and evolution of self discipline
4. Developing conscientiousness
5. Introspect for whether we were still adhering to the independent style
6. How important is compatibility?
7. Are there instances of individual excellence that has taken the world by storm in the recent times?
8. Verticals are interdependent and so are domains
9. Resilience is the order of the day
Session 4: Values & Ethics, Trust and adhering to Terms & Conditions
Objectives:
The participants would learn about how the following to enhance the effectiveness in partnership:
Meaning of Ethics and Values in individual, societal and global context
Principles of Universal Ethics
Truthfulness & honesty in commitments
Consistency in action
Adherence to standards and norms of practices
To be able to be proactive and be able to ignore passiveness and negativity
The advantages of trustworthiness
The terms & conditions a reflection of values & ethics
To be able to codify and be consistent
To be able to display the corporate brand through these
To be able to seek legal recourse in case of repeated deviations the deterrent effect
Content:
1. Globalisation calling for Cross-cultural Ethics and Value Systems
2. Seeing instances of compassion, truthfulness and respect for others, as a part of Universal Principles of Ethics (Rushworth Kidder)
3. Repose faith and confidence in partner
4. Empowerment and delegation
5. Evolve work methods
6. Appreciative Inquiry
7. Reaching the higher echelons of camaraderie
8. How the terms and conditions reflect the corporate values and ethics
9. The advantages of documented terms & conditions
& 61630; Point of reference
& 61630; Consistency
& 61630; Corporate image
& 61630; Legal recourse
10. Service Level Agreements (SLAs)
11. Organisation Level Agreements (OLAs)
Session 5: Focus
Objectives:
Participants would assimilate the skills to:
Generate interest in objective
Sequencing the thought process
Act accordingly
Avoid noise and distraction
Aim at attaining objective qualitatively
Content:
1. Witness your thoughts as an objective partner to your mind
2. Picture your mind as a blank canvas or a dark sky
3. Body posture
4. Interest your mind
5. Open the mind
6. Pay active attention (weeding out noise and taking quality of objective into consideration)
Session 6: Expressing vis- -vis comprehending
Objectives:
Participants would sharpen their abilities to deliver:
According to the ideal communication model
Ensuring that there is least of aberration & distortion in what is being expressed from what was comprehended
Understanding that the process of comprehending is of paramount importance
Ensuring that the expression has been understood in its true spirit
Ensuring proper language skills
Content:
1. Discuss the communication model in detail
2. Relate to session on comprehending
3. Relate to expressing and obtaining feedback
4. Importance of command on the language
5. Discover the innate skills of presentation/expression
Session 7: Team Emotional Intelligence
Objectives:
The participants would be instilled with the belief, being aware of other s emotions is a key to working with people and how they
Need to be aware of their own feelings so that one is not blinded by emotions
Would realise that creative ideas can come from the ability to generate a mood or an emotion
Should understand other people s point of view
Should be aware of emotions and use them to solve problems
When disappointed try to find out the cause and take remedial measures
Content:
1. Discussions on Self Awareness
2. Interactive session on Self Management
3. Discussions on Social Awareness
4. Developing Social Skills
5. Emotional Competency Intelligence
Session 8: Importance of Assertiveness
Objectives:
This session would enable those attending to:
Be able to relate the characteristics of assertive, non-assertive and aggressive behaviour
Understand the benefits of being an assertive manager
Describe alternative assertive techniques
Apply some assertive techniques to work situations
Display assertiveness in problem solving
Content:
1. Learn to say no
2. How to discern between assertiveness, aggressiveness and passiveness
3. How does assertiveness reflect in interpersonal behaviour?
4. How does assertiveness get displayed in problem solving?
5. How to build assertiveness as a skill?
Session 9: Empathy establishing rapport
Objectives:
Participants should be able to recognise:
The existence of an accessible Self (self-awareness or self-consciousness)
The existence of an available other (other-awareness, recognising the outside world)
The existence of accessible feelings, desires, ideas and representations of actions or their outcomes both in the empathizing Self ("Empathor") and in the Other, the object of empathy ("Empathee")
The availability of an aesthetic frame of reference
The availability of a moral frame of reference
Content:
1. The evolution of the concept of rapport
2. The evolution of the concept of empathy
3. Develop a sense of objectivity
4. Develop a proactive approach
5. Involve yourself honestly
Session 10: Influencing - stages to achieve
Objectives:
Participants shall be aware of:
Belongingness
Affiliation
Extension
Recognition
Control
Influence
Content:
Take the participants through the concepts evolving to the state of Influence and help them to relate to their own approaches at the workplace
Session 11: Importance of Listening
Objectives:
This session would give the participants the skills they need to determine:
Their customers' needs (both internal and external)
Gather important information
Avoid misunderstanding and frustration
Positive customer or vendor perception
Increased customer loyalty
Contents:
1. Sometimes the skills we use in working with clients do not exemplify reflective listening but instead serve as roadblocks to effective communication.
2. It is vital to learn to think reflectively
3. Reflective listening is meant to close the loop in communication to ensure breakdown doesn t occur
4. Repeating or rephrasing
5. Paraphrasing
6. Reflection of feeling deepest form of listening
Session 12: Display of brand image through confidence and lustre in behaviour, adding good humour
Objectives:
Participants should be proficient to ensure:
That the organisation he was representing was rated high and among the best
That there is an understanding of Product, Corporate and Employment Brand necessary before projecting oneself to anyone
That one appears to be expectedly utilising one s independent judgment in carrying out one s professional responsibilities
That one appears to be conversant with the project and its nitty-gritty s
That one appears to be confident
That the interactions leave behind an indelible impression Improve communication through appropriate humour.
Unleash positive energy.
Use positive coping skills.
Incorporate healthy habits to handle stress.
Reduce personal conflicts and improve one s working environment
Contents
1. Understanding Product, Corporate and Employment Brand
2. How one s behaviour reflects the image (brand) of the organisation
3. Building confidence and poise
4. How to carry oneself in the presence of Customers OR Vendors
5. Excellent product knowledge and knowledge of competition
6. Pleasant bearing
a. Humour helps in loosening stressful situations
b. Rely on humour to keep your customer on your side
c. Humour strengthens relationships
7. Respect for another individual s need
8. Thoroughness about the organisation s image in public and ability to add value to it
Activity Notes for Facilitator
DAY 1
Session I
Ice-breaker
Ask participants to find a partner and sit on chairs back-to-back with that person. Now ask them to take turns telling the other person about an event in their life which is particularly significant for them. The partner may respond non-verbally, but not verbally. Allow at least five minutes for each partner. At the end of the activity ask them to turn and face each other and discuss the activity for five minutes.
Session II
Interactive session with participants through PPT Slides
Session III
Case - Study on interdependence presentation to be video captured
Session IV
Game on Responsibility for and Responsibility to
Session V
Activity on trust, camaraderie and sacrifice TCS
Session VI
Game using both Focus and Trust Broken Squares
Session VII
Replay of video-captured presentation followed by critical analysis of comprehending and expressing abilities of participants.
DAY 2
Session VIII
Series of activities centred around Vanessa Urch Druskat & Steven B. Wolffe s model of TIE
Session IX
PowerPoint presentation A W two instruments on assertiveness
Session X
The I s Have It An exercise in building empathy
Session XI
Instrument IPNI to be administered and interpreted
PowerPoint slides with music an exercise in listening; the listening quiz
Session XII
Psychometrics on lack of confidence fear of failure . Interactive session with the help of PowerPoint slides on Manners & Etiquettes for romancing the customer and exhibiting the feeling of identification with a brand and impressing others accordingly through skits designed by participants to be enacted based on a series of pictures shown to them
Session XIII
Preparing with learning for workplace and drawing up action plan
About The Training Provider: PERCON The Strategic Interveners
PERCON The Strategic Interveners - A Brief About Our Chief Intervener & Promoter
Values
Having born just after independence, imbibed many nationalistic values, which, over the years culminated into concern for humanity and people issues across the globe. These values gradually reinforced themselves, with the exposure to higher education, cosmopolitanism and opening of the Indian economy.
Spectre
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