Month: September 2018

Customer Centricity

CUSTOMER CENTRICITY

Customer Centricity is not customer focused. Being customer focused  is offering consistently great and relevant experience. It is an over reaching principle that basically urges companies to treat their customer right.

But being customer centric means looking at a customer’s lifetime value and focusing marketing efforts squarely on that real-world, high value customer segment to drive profit. Businesses that take a customer-centric approach do more than say they put their customers first; they make it a priority to provide an exceptional customer experience at the point of sale and after the sale to increase profits and gain a competitive edge.
A customer-centric company is more than a company that offers good service .

Here are some of the content that would be covered in our full day training:

Introduction to Customer Centricity

  • Personal planning for customer service
  • Who is our customer?
  • Types of customers?
  • Identifying & understanding customer expectations/ wants and needs
  • Customer Life Time Value – (LTV) for centricity
  • International best practices related to customer centricity
  • Relating organizational values / mission etc.

Delivery standards and etiquette:

  • How do we read / understand and meet his expectations
  • Reading customer behaviors
  • Managing your behaviors to deliver excellence
  • Service competencies needed to meet / deliver customer centricity / best practices

Facilitator:
Mr. Harshana Dassanayake:

  • Director – DAASH GLOBAL – DAASH Consultancy &Training (Pvt) Ltd, Sri Lanka
  • Director – International Academy of Mentoring & Coaching (IAMCasia), Sri Lanka
  • Ambassador – International Institute of Coaching & Mentoring (IIC&M) – Sri Lanka & Maldives
  • Qualification Assessor & External verifier – City & Guilds-UK

Harshana Dassanayake counts 26 years of proven performance, having worked for country’s top Corporate. With a proven track record in Sales, Customer Service, Special Accounts/Key Account Management and Marketing which has given him a rare and a unique edge to pursue a compelling career in Human Resource Management and Development, with an exemplary approach and utmost dedication. At present he is the Director at DAASH Consultancy & Training Pvt Ltd, and International Academy of Mentoring & Coaching (IAMCasia), Sri Lanka.

DURATION

  • 13th October 2018 -09:00 am to 05:00 pm 01 full day (08 hrs)

INVESTMENT

  • USD 185/- Per participant

Investment includes

•          Certification
•          Participant handout
•          Refreshments – 2 Teas / Lunch

7 Habits of Highly Effective People

Build Leaders At Every Level Of Your Organization.

THE CHALLENGE

Renowned as the world’s premier personal leadership development solution, the new 7 Habits of Highly Effective People Signature Edition 4.0® aligns timeless principles of effectiveness with modern technology and practices.

Training that helps your organization achieve sustained superior results by focusing on making individuals and leaders more effective. Participants gain hands-on experience, applying timeless principles that yield greater productivity, improved communication, strengthened relationships, increased influence, and laser-like focus on critical priorities.

PARTICIPANTS WILL LEARN TO:

  • Focus and act on what can be controlled and influenced, instead of what can’t.
  • Define clear measures of success and create a plan to achieve them for both life and work.
  • Prioritize and achieve the most important goals instead of constantly reacting to urgencies.
  • Develop innovative solutions that leverage diversity and satisfy all key stakeholders.
  • Collaborate more effectively with others by building high-trust relationships of mutual benefit.

– See more at:

http://franklincoveysouthasia.com/TrainingConsulting/TrainingCurriculums/the7habitssolutions/the-7-habits-of-highly-effective-people-signature-program/#sthash.Gdwbs65z.dpuf

INVESTMENT

USD 650/-  per participant

Investment includes

  • Training
  • Original 7 Habits of Highly Effective People version 4.0 workbook
  • Certificate from FranklinCovey SouthAsia
  • Refreshments ( 2 teas / Lunch)

DURATION

24th November – 25th November 2018 (2 Full Days)

Emotional Intelligence

Emotional Intelligence

Emotional intelligence, also called EQ, is the ability to be aware of and to manage emotions and relationships. It’s a pivotal factor in personal and professional success. IQ will get you in the door, but it is your EQ, your ability to connect with others and manage the emotions of yourself and others, that will determine how successful you are in life.

We have all worked with and listened to brilliant people. Some of them were great and… well, some were not so great. The mean and the meek and all those in between can teach us more than they realize. When we look at the truly extraordinary people who inspire and make a difference you will see that they do this by connecting with people at a personal and emotional level. What differentiated them was not their IQ but their EQ – their emotional intelligence.

This one-day workshop will help you teach participants how to:

  • Understand what emotional intelligence means
  • Recognize how our emotional health and physical health are related
  • Learn techniques to understand, use, and appreciate the role of emotional intelligence in the workplace
  • Understand the different emotions and how to manage them
  • Create a personal vision statement
  • Understand the difference between optimism and pessimism

Validate emotions in others

Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

History of Emotional Intelligence

This session outlines some of the milestones and important people who have contributed to the world of emotional intelligence.

Emotional Intelligence Defined

In this session, you will introduce a few definitions of emotional intelligence and then have participants create their own definition.

EI Blueprint

Next, participants will cover skills and concepts behind identifying emotions, understanding and managing emotions, and using and communicating emotions.

Optimism

This session outlines the basics of optimism and how it differs from pessimism.

Validating Emotions in Others

In this session, participants will give participants two models to validate emotions in others.

Understanding Emotions

This session will explore the seven primary human emotions.

Setting Your Personal Vision

Participants will explore their own emotions by looking at their principles, values, strengths, talents, potential obstacles, and relationships.

 

Stress Management & Work Life Balance

STRESS MANAGEMENT & WORK LIFE BALANCE

In spite of the chosen career path, stress management is extremely crucial to the wellbeing of an organization. Being able to maintain your stress level, not only will improve the quality of your work, but also will improve the quality of your life. Balancing the demands of a busy lifestyle is not an easy thing to do, but it could be best managed by regularly reviewing and assessing the priorities of day to day activities.

This training will provide a comprehensive, interactive training system of modules that the employees could use for stress management and for personal renewal in high demand work environments.

Overall, this training could facilitate the productivity of both the employer and the employee thus contributing towards work life balance and effectiveness.

Key Aspects Covered

This workshop will cover the following:

  • What is stress?
    • Introduction to stress
  • How do we react to stress?
    • Explanation on fight or flight response
  • Exploring the sources of stress (stressors)
    • will be discussed through a group activity
  • Physical , Psychological and Temporal factors that affect the work environment
  • How to achieve work life balance
  • An introduction to PTSD and clinical psychology
  • Discussion of case studies
  • Five minute stress busters
  • Ergonomics and work place design
  • An introduction to ergonomics and how it affects the stress
  • Stress reduction and Relaxation techniques
    • practical oriented activities will be done
  • Alternative approaches to managing stress at work
  • Anger management tips

For Whom

The course is designed for junior managers, executives and anybody who wishes to learn about managing the routine work related stress in order to thrive in a healthy work environment thus contributing towards organizational as well as employees productivity and well being.

Methodology

The program will be based on simplified style of presentations and case studies followed by an interactive session of discussion and group activities.

Duration

1 Full Day ( 8 Hours)

Investment

USD 185/- per participant

FACILITATOR: Dr. Kalharie Pitigala

Dr. Kalharie is a PhD. holder from the University of Colombo. She has completed Diploma in Psychology, Advanced Diploma in Counselling Psychology (ACHE), Certificate in Child Psychology (Mental Institute of Health), and M.Sc. from Madurai Kamraj University and BSc. Psychology from the Cosmopolitan University in the USA.

She is a lecturer, a corporate trainer and a consultant psychologist.

She has helped many people in overcoming their psychological issues, stress, phobias, anxieties, OCDs, learning disorders, etc. She also conducts psychology related workshops, internal training programs and trainings for universities and colleges all around Sri Lanka.

At present, she is working as a child and adolescent psychologist at the Lyceum International School, Wattala. She also undertakes counseling sessions at the Institute of Mental Health, Bambalapitiya. She is also a member of the psychological body “Samuththana”.

She is a lecturer for undergraduate and postgraduate studies at the ICBT and KIU University, Sri Lanka.