TRAINING AND DEVELOPMENT PLAN

Training Program Service Leadership Objectives Target participants

Service Culture Building Program Describe leadership roles in Managers and building a customer-focused Supervisors service culture Identify skills necessary for serving customers Coach employees to demonstrate needed customer service behaviors

Team Leadership

Company-wide Team building

Assertiveness Training

Team Culture Building Define their roles and responsibilities as Team Leaders Evaluate their own preferred leadership style and learn how to modify it across a range of everyday work situations Identify with the knowledge, skills and appropriate behaviors required for effective leadership Describe the causes of motivation and how to develop it within a team Practice effective communication at team and individual level Use Coaching tools to improve team performance Identify trust, conflict management, commitment, accountability, and results as key components of teamwork; Know others in the group in a deeper sense in order to learn how to work with them better Describe required behaviors for productive collaboration; and Create forward agenda that will help them keep track of their performance as a team. Appreciate the importance of communication in work success Identify various communication styles Pave the way for positive interactions

Managers and Supervisors

All employees

All employees

Training Program

Objectives

Target participants

Appreciate the art of active listening Anticipate and avoid common misunderstandings Practice assertive communication Manage challenging conversations Team Problem Define problems correctly using All employees Solving and Decision appropriate tools like Defect + Making Object Distinguish between symptoms and causes Use the appropriate analysis tools to analyze the Root Cause/s of a given problem Distinguish among Corrections, Corrective and Preventive Actions Identify the right solutions or corrective actions using appropriate Decision-making tools Leadership and Management Development Basic Leadership and Shift mindset from worker to Managers and Management prospective leader and from boss to leader Describe the process in building managers teamwork Identify the basic management tools (P.O.L.C.) Use communication as an important leadership tool Align actions with organizational values Describe the tools for Policy Design and implementation mechanisms Performance goal setting mechanisms (KRA, KPI, Competencies) Performance Monitoring techniques Developing employees capability to perform through training and coaching Appraising performance Rewarding and recognizing

Performance Management

Training Program Superior Coaching Skills

Objectives

Target participants

performance. Appreciate the importance of coaching as a leadership role Describe the superior coaching model Equip participants with the skills to use the superior coaching model Feedback on how well you apply the superior coaching model Set plans to reinforce learning by applying what they have learned at work Change Management Describe the nature and concept of the change process and its components. Explain the importance of anticipating and managing change Identify effective means in anticipating and managing change in the workplace. Apply the different approaches in overcoming conflicts and other forms of resistance to change. Achieve focus and control in managing change from start up to follow through. Create plans to apply learning to work. Communication Skills Enhancement Programs Basic Business undergo a review of grammar Identified English employees rules and applications;

Business Writing

pass an exam to test their communication competence; be more confident in their communication skills; and be able to move on to the next phase of the business writing program. learn the value of good written Identified employees communication; know and practice the basic steps of business writing; apply the 10 Cs of Communication to written materials;

Training Program

Objectives

Target participants

Presentation Skills Enhancement

Personal Effectiveness Workshop

Stress Management

know and avoid the pitfalls of business writing; assess their own writing competence and find areas for improvement; and know how to get their message across and achieve results through their writing Assess their strengths and their areas for improvement as speakers and presenters Learn and practice techniques for effective presentations Manage interactions with the audience Respond effectively to difficult questions and situations Use presentation tools more effectively Build an action plan for developing their presentation skills in relation to their job requirements Personal Effectiveness Identify and integrate their professional and personal goals Set meaningful life goals Create strategies for completing their most essential activities at any point in time Manage time wasters Monitor their activities and take the appropriate corrective measures Develop a personal support system that will facilitate their achievement of life goals Prepare themselves mentally, physically and emotionally for various life challenges Find a more balanced lifestyle Formulate a more balanced work life program Increase their awareness of personal stressors, how these affect them and how they cope Learn and practice a variety of

Identified employees

Identified employees

Identified employees

Training Program

Objectives

Target participants

Time Management

effective coping strategies. Develop a personal stress management plan Explain the importance of Identified employees managing time effectively. Identify specific factors that impede employee productivity Determine top time wasters in the workplace. Apply tips and approaches on how to manage time effectively