Core Programme Overviews 2016

www.centralengland.dalecarnegie.co.uk

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Dale Carnegie Course

Leadership Training for Managers

High Impact Presenta&ons

Winning with Rela&onship Selling

World Class Customer Service

Execu&ve Image

High Performance Teams

Leadership Advantage

Execu&ve Development

www.centralengland.dalecarnegie.co.uk

Copyright © 2016 Dale Carnegie Central England Ed Carter & Associates Ltd Park Lodge, Pertenhall Road Stonely, St Neots Cambs PE19 5EF All rights reserved Printed in the U.K.

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Dale Carnegie® Central England �� [email protected]

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�� 01480 861247 �� www.centralengland.dalecarnegie.co.uk

When you contact Dale Carnegie, we will start with an in-depth assessment and consultancy process. This ensures that

we have a clear understanding of your unique needs and allows us to work with you in developing a set of clear,

quanPfiable and achievable objecPves. This iniPal consultancy is complimentary so that you can get a good picture of

how Dale Carnegie works, the results we can deliver and which of our many and varied training soluPons will be the

most effecPve for you.

Dale Carnegie has been delivering world-class, award-

winning training soluPons to companies across the globe for

more than one hundred years. CommiTed to delivering

measurable results to all of our clients, we firmly believe that

a company's success depends upon the quality, moPvaPon

and skills of its people – from boardroom level to on-the-

ground staff.

Because we and all our trainers at Dale Carnegie are highly

experienced in working with all levels and types of company –

from Blue Chip internaPonals to SMEs, and from niche

privately owned companies to huge, far-reaching public

sector organisaPons – we have developed a wide range of

training programmes and soluPons that can be tailored to

address each client's specific needs. We can assist you with

everything from improving your managers' skills and

producPvity, to training a whole department within your

company, to achieving a culture-change across the enPre

organisaPon.

Once the training programme is complete, we will work with you to assess the results around your original set of

objecPves. By doing so you will be able to see exactly the level of improvement we have delivered, and also highlight

any other areas of your business which might benefit from working with us.

Each individual who parPcipates in our training programmes will return to work with a personal acPon plan, directly

tailored to their own objecPves. There will also be a support team on-hand to help with any quesPons or address any

problems that might arise between training sessions.

A Bit About Dale Carnegie® D

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Assessment and Consultancy

Support

Proven Results

Solu&ons

Once we have assessed your needs, your consultant will recommend to you the best soluPon based on the outcome you

wish to achieve. We offer everything from one-day, open learning seminars through modular training programmes to

tailored, in-house soluPons. Our flexibility means that we can provide training that is perfectly suited to your business,

whatever its size and industry.

♦ We have over 100 years experience in helping

people achieve their potenPal

♦ We work with the biggest and best organisaPons in

the world - including over 400 of the Fortune 500

corporaPons

♦ Approximately 50% of our business is with SMEs

♦ Meaning we bring you knowledge and best

pracPce from the biggest and best in the world,

covering almost every market sector

An investment in a Dale Carnegie

programme produces results.

♦ Results for the individual

♦ Results for the team

♦ Results in terms of cost savings and

increased profitability

What makes us different...

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♦ We have over 3,000 carefully selected professional

trainers

♦ Each undergo a minimum of 350 hours of training

before delivering our programmes

♦ Each trainer has a separate licence, assessed

annually

♦ We are passionate about measuring the impact of

your investment

♦ Meaning you’re able to see a noPceable,

measurable and tangible return on your investment

‘We all learned an enormous amount on the Dale Carnegie programme - communications and team working have significantly improved, and a whole host of creative ideas have come out, which have really helped Neways reduce costs. As an example, we currently outsource our marketing. After the Dale Carnegie programme, we decided to develop these skills within our own people and now hope to do our design and illustrating in-house. That will save us at least £80,000 a year and, as importantly, increase the skill set of our team.’

- Personnel Manager, Neways InternaPonal

‘By implementing one of the ideas from the programme over 200 cost saving ideas were generated in one single meeting of the management team. So far, we are in the process of implementing five of these projects, with a potential cost saving of around £98,000 to date.’

- ProducPon Director, Newnorth Print Ltd

‘As a result of a Dale Carnegie programme, I was inspired to kick-start a project to improve a process which typically takes 2 hours or so to do. The result has been that we are able to reduce it to around 20 minutes or so, providing a better service to our clients, and potential profit generation well in excess of £100,000.’

- Managing Director, The Care Agency

‘We took up one of the ideas from a Dale Carnegie programme, sat down with the team and really worked out what wasn’t working, and importantly how we were going to fix it - providing us with an estimated cost saving of around £24,000 a year. Equally important is that we have a stronger relationship with the customer and better team working, and communication internally.’

- Technical Director, Charpak

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You rely on your employees to make your

company a success; they deliver your customer

service, determine your market share and build

your corporate idenPty. Whether they do this

well or badly depends on your ability to get the

most from your people. Dale Carnegie’s

programme, Effec&ve Communica&ons and

Human Rela&ons, will teach you to strengthen

your interpersonal relaPons, manage office

stress, and understand your people to

maximise their producPvity for your business.

A successful business gets

the most from its human assets

Through this programme, you will learn to:

‘Dale Carnegie helped me to focus on what was truly needed within my organisation and what my staff truly wanted. I feel more empowered and subsequently so do my staff. Ultimately productivity is on the increase and so are the profits.’

- Sales Manager, Mortgage Choice Ltd

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• Develop a greater belief in yourself and your abiliPes.

• Become willing to express your opinions and ideas.

• Communicate more asserPvely.

• Become more decisive in pressured situaPons.

• Maintain a posiPve a_tude, appearance and demeanour.

Improve your Confidence

• Speak more effecPvely to groups, individuals and in meePngs.

• Become more clear and concise in your communicaPons.

• Communicate with greater confidence and convicPon.

• Sell your ideas with greater enthusiasm and persuasiveness.

• Become a beTer listener; more aTenPve and aTuned.

Improve your Communica&ve Abili&es

• Demonstrate a genuine interest in others to encourage ideas.

• Learn to look for and express posiPves towards others.

• Disagree in an agreeable way.

• Remember people’s names.

• Improve your image and be seen as friendly and cooperaPve.

Improve your People Skills and Human Rela&ons

• MoPvate and inspire people – learn to lead rather than drive.

• Be enthusiasPc, open and approachable.

• Demonstrate flexibility and adaptability.

• Learn to culPvate willing cooperaPon in others.

• EffecPvely conduct problem-solving meePngs.

Improve your Leadership Skills

• Manage excessive stress and tension.

• Exhibit willingness to take on more challenges and risks.

• Learn to establish a more balanced life.

• Display more flexibility and less rigidity.

• Make life more interesPng and saPsfying.

Improve your ANtude to Work

62% of Dale Carnegie Graduates are more likely

to be engaged than the average employee.

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Dura&on: three full days at fortnightly intervals

‘Since first participating in Dale Carnegie Training, we’ve taken on more than 480 new accounts. We’ve written more new business than ever and have had our richest year ever. Our staff retention is fantastic. People come and stay; they don’t want to move on. I think a large portion of that can be attributed to Dale Carnegie Training.’

- Sales Manager, Hugh Symons

Session by Session - at a glance:

To enrol yourself or one of your Senior Management team on

this course please contact us at [email protected]

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Build a Founda&on for Success

♦ Learn methods to connect with others.

♦ Familiarise ourselves with the Five Drivers of Success.

♦ Expand our capacity to achieve our vision by commi_ng to

breakthroughs.

Recall and Use Names

♦ Focus on people as individuals.

♦ Create posiPve first impressions.

♦ Use methods for remembering names.

Build on Memory Skills & Enhance Rela&onships

♦ Apply a process for memory improvement.

♦ Become familiar with principles for improving human

relaPons.

♦ IdenPfy opportuniPes for improving business relaPonships.

Be More Persuasive

♦ Communicate in a way that moves people to acPon.

♦ Learn a method to communicate clearly and concisely.

♦ Use our experiences to communicate more confidently.

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Mo&vate Others and Enhance Rela&onships

♦ Become more sincere and genuine in business interacPons.

♦ Discover how relaPonships help us advance toward our goals.

♦ See how consistent applicaPon of the Human RelaPons

Principles improves results.

Make Our Ideas Clear

♦ Demonstrate clarity when giving direcPons.

♦ Learn to present informaPon in a logical sequence.

♦ Reinforce the value of demonstraPons when explaining

informaPon.

Put Stress in Perspec&ve

♦ Recognise the impact negaPve stress has on our results and

effecPveness.

♦ Commit to using concepts and principles to beTer handle

stress.

♦ Discover more effecPve ways for business professionals to

prepare for and address challenges.

Energise Our Communica&ons

♦ Become more natural when communicaPng with others.

♦ Become more animated to energise and engage others.

♦ Recognise that including acPon in our communicaPons

releases nervous energy.

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Realise the Power of Enthusiasm

♦ Realise that we are responsible for our a_tudes.

♦ Use posiPve ‘self-talks’ to increase our confidence.

♦ Discover the benefits of being proacPve.

Disagree Agreeably

♦ Communicate our ideas effecPvely even when we disagree.

♦ Strengthen our personal opinions with evidence.

♦ Demonstrate a process to organise our thoughts in

impromptu situaPons.

Manage Our Stress

♦ Increase our ability to control stress and worry.

♦ Learn from others how to confront our fears.

♦ Recognise that we can triumph over adversity.

Build Others Through Recogni&on

♦ Concentrate on the strengths in others.

♦ Develop skills in giving and receiving posiPve feedback.

♦ Discover the value of sincere appreciaPon.

Celebrate Achievements

♦ Recognise breakthroughs resulPng from this programme.

♦ Inspire and moPvate others by communicaPng our visions.

♦ Commit to conPnuous improvement.

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A successful company depends upon

mo&vated, resourceful and effec&ve leaders

On this programme, you will learn to:

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• Develop an effecPve planning process.

• Set realisPc and target-oriented goals.

• Understand the manager's role through the Five FuncPons of

Management.

• EffecPve Pme-management to increase capacity for planning.

Plan for Profitable Ac&on and Desired Results

• Define clear performance standards for the manager and their

staff.

• Learn to encourage accountability.

• Establish where accountability starts and stops.

• PrioriPse efforts through effecPve Pme-management.

Organise to be Effec&ve and Get the Job Done

• Delegate more effecPvely.

• Evaluate and appraise staff objecPvely.

• Empower staff.

• MoPvate staff to develop commitment rather than

compliance.

Lead More Effec&vely

• Tap into the team's creaPve potenPal.

• Manage instead of doing (reducing fire-fighPng and rouPne

workload).

• Learn to communicate with a diverse range of people.

• Involve others in the decision-making process.

Coordinate for Results

• Develop a culture of creaPvity and conPnuous improvement.

• Analyse problems and develop an effecPve decision-making

process.

• Help staff to achieve superior team performance.

• Develop methods and measurements to provide accurate

feedback.

Develop Individual/Team Produc&vity and Quality

Our programme, Leadership Training for

Managers, is based around the Pme-tested,

proven and very successful Five FuncPons of

Management. By addressing both the principles

behind effecPve leadership and the everyday

situaPons managers encounter, we can teach

your managers to build cooperaPon and trust,

boost creaPvity, moPvaPon and teamwork and

how to budget their Pme, money and people

more effecPvely.

63% of Dale Carnegie Graduates feel more

empowered in the workplace than the average

employee.

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‘Dale Carnegie has helped me to guide the business to a position where it is recognised as one of the best UK regional law firms. We have grown rapidly over the last five years, from £4m to over £10m and in the process significantly strengthened the service that we provide as well as the quality of our client base.’

- CEO and Partner , Boyes Turner

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Develop Personal Leadership

♦ Understand leadership and management and the related Drivers for

Success.

♦ IdenPfy leadership experiences and values.

♦ Conduct an ‘Innerview’ to open the lines of communicaPon and build

trust.

Achieve Organisa&onal Results

♦ Set Pme uPlisaPon goals.

♦ Chart organisaPonal results and key relaPonships.

♦ Create a personal leadership vision.

Understand the Innova&on Process

♦ Become proacPve instead of reacPve in change management.

♦ Recognise and encourage idea fluency.

♦ Facilitate an InnovaPon Process for problem solving and conPnuous

improvement.

♦ Create a safe environment for the exchange and flow of ideas.

Demonstrate the Planning Process

♦ Describe a vision in clear, specific, compelling terms.

♦ IdenPfy the steps necessary to transform the vision into acPon.

♦ Implement a plan with clearly defined communicaPon goals.

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Define the Performance Process

♦ Create a picture of what your job looks like when it is being done well.

♦ Write a document that defines performance expectaPons.

♦ IdenPfy key skills, knowledge, and abiliPes essenPal to job

performance.

♦ Translate business objecPves into daily acPviPes with measurable

results.

Appraisal Systems and the Coaching Process

♦ Conduct ‘RAVE’ performance reviews.

♦ Describe the Cycle of Growth and Change and how it relates to

training.

♦ Apply the steps of the Coaching Process to improve performance in

others.

Problem Analysis and Decision Making

♦ Use defined processes to solve challenging problems.

♦ Apply decision-making techniques to reach more sound decisions.

♦ Apply principles of controlling stress and worry in making decisions

and solving problems.

Communicate to Lead

♦ Create opportuniPes for feedback to close the communicaPon loop.

♦ Demonstrate effecPve quesPoning and listening skills that strengthen

relaPonships

♦ Apply Human RelaPons Principles to maximise understanding.

Implement the Delega&on Process

♦ Delegate tasks and responsibiliPes to develop and train others.

♦ Plan and prepare for a delegaPon meePng.

♦ Communicate clear performance standards for follow-up and

accountability.

♦ Understand the Empowerment Cycle.

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Recognise Human Poten&al

♦ Examine work environments and idenPfy current moPvaPon levels.

♦ IdenPfy moPvaPon factors and tools to increase moPvaPon among

your associates.

♦ Apply Human RelaPons Principles to build effecPve relaPonships and

commitment levels.

Handle Mistakes

♦ EffecPvely handle mistakes using a human relaPon approach.

♦ Refer to the problem or situaPon in a professional way to more

consistently retain valuable people or team empowerment.

♦ Maintain control by managing RAME (Reasonable, Allowable Margin of

Error).

Lead More Effec&ve Mee&ngs

♦ Generate parPcipaPon in meePngs by applying Human RelaPons

Principles.

♦ Discover ways to build cooperaPon and posiPve results in meePngs.

♦ Consider guidelines for meePng effecPveness before, during and afer.

Celebrate Success

♦ Sell a change to your organisaPon as a result of the InnovaPon

Process.

♦ Demonstrate the ability to turn ideas into a plan of acPon.

Commit to Con&nuous Improvement

♦ Evaluate personal results of this training.

♦ Present evidence of achievements.

♦ Set measurable goals for future leadership development.


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Dura&on: three full days at monthly intervals � � � � [email protected]

‘Excellent ideas for improvement in self development and development of others with direct impact on company results. As better time management and role clarity have been achieved, better cost control measures and effective procedures are now in place, which have a positive effect on reducing costs and increasing profit. Value estimate to date: £20,000.’

- Finance Manager, Learning I.T

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DuraPon: three full days once a fortnight

Make the spotlight work for you

You will increase your skills in these crucial areas:

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• Project a more professional image in important situaPons.

• Develop techniques to gain a posiPve reacPon from an audience.

• Highlight key points and issues.

• Enhance your persuasive abiliPes.

Presenta&on Technique

• Understand and exploit group dynamics.

• Understand others' percepPon of you.

• Use voice modulaPon, tempo and body language to maintain interest.

• Excite others to acPon.

• Project self-assurance.

Personal Presence

• Think on your feet.

• Give your opinion without causing resentment.

• Increase your personal charisma and excitement.

• Reduce inPmidaPon.

• Disagree without being disagreeable.

Freedom of Expression

• Develop clear and concise expression.

• Win the audience over.

• Break down complex material for a wider audience.

• Illustrate and clarify your important points.

• Organise the structure and flow of a presentaPon.

Clarity of Expression

• Learn the strategy behind presenPng soluPons.

• Handle and defuse challenging quesPons.

• Ask for acPon or a decision.

• Respond confidently and succinctly under pressure.

• Maintain control while dealing with antagonists.

Sell Ideas

• Develop greater belief in yourself and your abiliPes.

• Take control in pressured situaPons.

Confidence and Poise

78% of Dale Carnegie Graduates say they feel

more confident at work compared to 38% of

average employees.

Whether you are presenPng to the

board, disPlling technical informaPon or

pitching for business, your presentaPon

skills can make the difference between

resounding success and catastrophic

failure.

Dale Carnegie's programme, High Impact

PresentaPons is ideal for individuals in

possession of the basic skills who want to

take that extra step and increase their

authority, their clarity or their disPncPon

over the compePPon. The experience in

this presentaPons skills training is as

close as you can get to having a personal,

public speaking coach. Using video

techniques, each presentaPon is

recorded, then reviewed privately with

an expert trainer, who will give each

parPcipant one-on-one coaching in order

to guarantee the maximum benefit.

‘The programme has enabled managers to present in an inspirational way

and also to deal with challenging situations, for example, handling

difficult questions. We have absolutely every confidence in recommending

Dale Carnegie.’

- HR Manager, CSL Sofas (now Sofology)

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Dura&on: two consecuPve full days To enrol yourself or one of your Senior Management team on


Dale Carnegie® Central England � Email: [email protected]

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Dura&on: two full consecuPve days


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Create a Posi&ve First Impression

♦ Establish a posiPve first impression.

♦ Communicate with enhanced credibility.

♦ IdenPfy personal objecPves for the training.

♦ Develop a rapport with the audience.

♦ Project professionalism and competency.

Increase Credibility

♦ Communicate with enhanced credibility.

♦ Present a posiPve image of your organisaPon.

♦ Project enthusiasm.

♦ Communicate competency with confidence.

♦ Reinforce an informaPve message with

supporPve evidence.

Present Complex Informa&on

♦ Develop flexibility in making complex material simple and

understandable.

♦ Communicate informaPon in an interesPng manner.

♦ Relate to the audience at their level.

♦ Follow a logical progression of ideas.

♦ Develop emoPonal contact.

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Communicate with Greater Impact

♦ Develop increased flexibility through the use of expressions,

gestures and voice modulaPon.

♦ Demonstrate ownership of unfamiliar material.

♦ Present wriTen material in a capPvaPng manner.

♦ Improve your delivery of wriTen material.

♦ Overcome barriers that restrict your flexibility.

Mo&vate Others to Ac&on

♦ Present in a results-orientated way.

♦ Persuade an audience to take acPon.

♦ Offer reliable, verifiable evidence.

♦ Be moPvaPonal, clear and concise.

♦ Communicate in a convincing manner.

Respond to Pressure Situa&ons

♦ Maintain professional composure under pressure.

♦ Communicate clear, concise, posiPve messages.

♦ Sell strategic ideas, self and organisaPon.

♦ Communicate competence and confidence.

♦ Communicate leadership ability to handle stressful

situaPons.

Inspire People to Embrace Change

♦ Logically and emoPonally appeal to the audience.

♦ Use structure to gain the confidence of the audience.

♦ Be convincing.

♦ Provide evidence to support recommendaPons.

♦ Ask the audience to take acPon.

‘Following our company conference I felt I must thank you for the phenomenal impact your High Impact Presentations training had on all those presenting at the conference. Not only did individuals ooze confidence but it was obvious they had also taken on board your feedback on ‘emphasising the point’ and used their gestures to ‘dramatic effect’. So once again, thanks for designing a specific course for our company. It was intensive but very enjoyable and certainly had the desired effect.’

- Group Training Manager, Builder Merchant Company

11

We can teach you to:

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A proven selling process combined

with &meless human rela&onship skills

• Maintain a posiPve a_tude.

• Set clear goals.

• Follow a sales model centred on the customer.

• Use RelaPonship Selling techniques.

• Avoid techniques that deteriorate trust.

• Develop a referral network.

Demonstra&ng Rela&onship-Orientated Strategies

• Listen for understanding.

• Remember names.

• Foster an atmosphere of trust.

• Research potenPal customers in advance.

• Understand customer’s key issues.

• Be seen as credible by customers.

• Network effecPvely.

Gaining Access and Establishing Trust

• Uncover the customer’s wants and needs.

• Ask insighgul quesPons

• Offer creaPve soluPons to customers.

• Create win-win relaPonships.

• Describe how the customer benefits.

• Help customers achieve their goals.

• Exceed customers’ expectaPons.

• Create a sense of urgency.

• DifferenPate between customers’ buying perspecPves.

Construct Collabora&ve Solu&ons

• EffecPvely resolve hesitaPon.

• Gain commitment.

• Handle rejecPons appropriately.

• Willingly accept new challenges.

• NegoPate with confidence.

Eliminate Objec&ons

• Maintain posiPve relaPonships with customers.

• PracPse posiPve interpersonal skills.

• Build customer loyalty.

• Manage Pme appropriately.

• ConPnue an ongoing professional relaPonship with customers.

• Follow up to maintain customer loyalty.

Maintain Customer Rela&onships

In an increasingly complex selling

environment, successful sales professionals

use relaPonship-orientated selling approaches

to help their customers win.

Winning with Rela&onship Selling stands out

as the only sales programme that combines a

proven selling process with Pmeless human

relaPonship skills from the ground-breaking

Dale Carnegie bestseller, How to Win Friends

and Influence People.

70% of sales forces report a minimum 20%

increase in sales using the Dale Carnegie process.

‘By giving our people the skills, processes and confidence, they have won significant new major contracts which have been delivered with far less stress and greater customer satisfaction. We have exceeded this year’s sales target by 8% and achieved a 26% growth in sales over the previous year.’

- Managing Director, Fabric Architecture

Dale Carnegie Training®

has been recognised as a

2016 Top 20 Sales Training

Company by

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Sales Confidence

♦ Describe what makes your soluPon unique.

♦ Define goals that direct your acPons.

♦ Apply principles for achieving a winning and confident

a_tude.

♦ Create a weekly acPon plan that propels you to succeed.

Gain Access

♦ Choose the best prospecPng methods to fill your pipeline.

♦ Develop a Customer Profile that describes your ideal client.

♦ Apply techniques for building relaPonships to connect with

your customers.

♦ Demonstrate methods to ask for referrals with confidence.

Expand Your Network

♦ Apply principles for listening proacPvely.

♦ IdenPfy the best networking techniques to expand your

influence.

♦ Establish credibility and communicate your value.

♦ Evaluate online networking methods.

D�S T��

Discovery

♦ Develop powerful quesPons to get the informaPon you need.

♦ Create interest by describing what the customer can expect

from your soluPon.

♦ DifferenPate customers and what moPvates them.

♦ Use techniques to widen the buyer’s gap and create a sense

of urgency.

Communicate Value

♦ IdenPfy the true value of your soluPon.

♦ Apply techniques to express informaPon concisely.

♦ Use evidence to persuade the customer.

♦ Develop a plan to communicate your soluPon with impact.

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Handle Hesita&on

♦ What is NegoPable.

♦ Apply techniques for negoPaPng with confidence.

♦ IdenPfy points of agreement to lower resistance.

♦ Develop strategies for overcoming hesitaPons.

♦ Use methods to prevent objecPons before they arise.

Commit and Maintain the Rela&onship

♦ Demonstrate confidence to ask for the sale.

♦ Choose a method for gaining commitment that fits the

situaPon.

♦ Construct a plan for handling mistakes.

♦ Create a system to follow up and stay in touch with

customers.

Sales Skills Mastery

♦ Sales Skills Championship.

♦ Construct a comprehensive sales guide using the skills

covered in this course.

♦ Use a method to appraise and communicate strengths to

strengthen relaPonships.

♦ Apply techniques to build on the successes experienced in

this programme.

♦ Create a sense of urgency while building strong relaPonships.


‘Over the last two years we grew 29% and 24%. This year we have a good opportunity to have another

year of strong growth. We could not have experienced this growth without Dale Carnegie Training.’

- President, HDR Engineering

13

We can teach you to:

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Increasing sales is the

simplest way to increase profitability

• Remember names.

• Understand the customer's buying process.

• Use general benefit statements to build credibility and lower

resistance.

Build Rapport

• QuesPon effecPvely to establish the customer's needs.

• Determine and understand dominant buying moPves.

• Help the customer to understand their own needs.

Engage with the Customer

• Develop unique soluPons to meet the customer's buying

criteria.

• Explain the benefits of your product or soluPon.

• Bring the soluPon to life for the customer.

Develop and Explain Solu&ons

• Build in the customer an emoPonal desire to buy.

• Make the customer feel good about buying.

• Get consistent referrals.

Mo&vate and get Commitment

• EffecPvely resolve objecPons.

• Detect, isolate and resolve hidden objecPons.

Handle Objec&ons

The key to your business's profitability is its

sales. The right sales team, the right

customers, the right prices, the right

relaPonships. Dale Carnegie's programme,

Sales Advantage, will teach your salespeople

the techniques they need to manage your

customer relaPonships, sell your products

effecPvely, resolve objecPons and stalemates,

and ulPmately to close more business for you.

Whether you are a new hire or have been on

the job for a while, Sales Advantage will turn

you into a sales leader because it develops

the whole you.

85% of Dale Carnegie Graduates have a

significantly higher degree of self-mo-va-on to

help their company move forward.

‘I have been on many sales training programmes during my 7 year career and never have I received such intense training! Since learning about building rapport, primary interests, buying motives, the use of facts and evidence and most importantly about not being scared to face objections; I have found my meetings to be of a higher quality. I am now asking for the business, confident that my research and conduct of the meeting with potential clients has been thorough.’

- Temporary Staff Company, UK

• Use the Sales Advantage techniques.

• Recognise the strengths and weaknesses of your team.

Apply the Sales Advantage

14

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Build Rapport

♦ Understand and apply a proven seven-step selling

process to create partnerships with buyers.

♦ Employ three strategies to make buyers eager to talk

with you.

♦ Establish immediate credibility to build alignment with

buyers.

Generate Interest

♦ Uncover and appeal to different buyer interests.

♦ Use power quesPons to get the informaPon needed

from buyers.

♦ Widen the buyer expectaPon gap to create interest.

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Provide Solu&ons

♦ Develop soluPons that are unique to each buyer.

♦ Formulate soluPons that appeal to buyer’s logic and

emoPons.

♦ Present soluPons that are persuasive and convincing.

Resolve Objec&ons

♦ IdenPfy points of agreement to lower buyer resistance.

♦ Apply a win-win process to idenPfy hidden objecPons.

♦ Respond to the six most common objecPons with

confidence.

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Appeal to Mo&ves and Gain Commitment

♦ Evaluate buyer perspecPves to move the sale forward.

♦ Engage the prospect’s emoPons in the buying process.

♦ PracPce six methods to ask for the sale with

confidence.

Uncover Opportuni&es

♦ Penetrate exisPng accounts and increase customer

loyalty.

♦ IdenPfy the best prospecPng to fill your sales pipeline.

♦ Create a referral network of champions who bring

business to you.


‘I have recently completed the Sales Advantage programme and would have no hesitation in

recommending it to anyone looking to improve their sales skills. It was extremely well structured, well

paced with opportunities for interaction to help build confidence.’ - Account Manager, TMW - AviaPon Components

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Plan for Success

♦ Develop a moPvaPng personal vision.

♦ Establish meaningful goals to ensure sales success.

♦ Learn ten ways to manage your Pme to focus on

profitable acPon.

♦ Create five approaches to add value for clients with

effecPve follow-through.

Master the Selling Process

♦ Tie the seven-steps sales process together.

♦ Appraise and communicate strengths to create

relaPonships.

♦ Build on the successes experienced in this programme.

15

An essenPal part of providing World Class

Customer Service requires being good

interpreters of what customers want today,

and what they expect tomorrow. How do

you equip employees to perform their role of

winning and retaining customers? Of

figuring out customer prioriPes? The World

Class Customer Service programme brings

the right tools to help you build valued,

lasPng customers. We present the most

effecPve tacPcs for overcoming customer

dissaPsfacPon and client defecPon, and even

offer strategies employees can use to

negoPate big wins for both their companies

and their customers.

This programme is specifically designed to be

delivered in-house, which means it is fully

customisable to meet your organisaPon’s

specific business prioriPes. This enables

complete focus on the issues in hand and

provides the support required to obtain the

opPmum benefits.

DuraPon: three full days once a fortnight


To enrol yourself or one of your Senior Management team on



enthusias-c at work.

Dura&on: six 31/2

hour sessions

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Loyal customers are

the engine of every business

• Benchmark ‘best pracPces’ industry wide.

• IdenPfy current customer needs.

• AnPcipate customer expectaPons.

• Deliver excellent customer service.

• Measure customer service performance.

Define Superior Service

• Know the customer.

• Use the ‘Customer ConPnuum’ to profit a client.

• IniPate services to create add-on and cross-selling possibiliPes.

Provide Sales-Related Services

• Recognise the types of customer behaviour.

• Resolve customer resistance.

• Use our unique sequenPal process to work with dissaPsfied

customers.

Resolve Customer Conflicts

• Apply the three principles of successful negoPaPon.

• Develop forceful leTers of negoPaPon.

• Capitalise on the win-win model of negoPaPon.

Nego&ate with Customers

• Reduce internal stress.

• Use a proven process for solving internal problems.

• Improve internal communicaPons.

• Take a group approach to discover underlying problems.

Sa&sfy Internal Customers

• Leverage skills, tools, and processes to generate superior

customer service.

• Track the results of improved customer saPsfacPon.

Excel at Customer Service

‘You can really see the change in people who have attended this programme.

They are marked differently. They’re engaged. They go the extra mile to get

things done.’ - Founder and Chairman,

Keurig Green Mountain

16

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Dura&on: to suit your organisaPon’s specific needs



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♦ IdenPfy the importance of each employee providing

service that leads to the organisaPon’s stature as a

World Class Customer Service provider.

♦ Feel good about yourself and your provision of service

in a way that enhances your professional relaPonships

with customers.

♦ Define ‘World Class’ as it relates to customer service

and your own personal responsibiliPes in providing

such service.

♦ Manage your own a_tude.

♦ PracPse the Principles of World Class Customer Service

as they relate to both the quanPtaPve and qualitaPve

sides of customer service.

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♦ Use a conPnuum to idenPfy the degree of support that

we can expect from specific individuals within

customer organisaPons.

♦ EffecPvely follow up with customers who have

purchased products from your company.

♦ Use your role as a service provider to promote

addiPonal sales.

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♦ Resolve customer complaints.

♦ Recognise and deal with a wide variety of customer

behaviours.

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♦ Conduct basic negoPaPons with customers.

♦ Write effecPve leTers to customers.

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♦ Reduce work-related stress by focusing on issues over

which you have some control.

♦ Solve internal problems by working with others in the

organisaPon to determine the underlying causes.

♦ Know when to say ‘yes’ or ‘no’ to internal customers

and how to communicate upward as a Customer

Advocate.

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♦ Review the customer service skills, tools and processes

introduced on the course.

♦ Describe what you learned on the course.

♦ Graduate from the course.

‘I have always believed that our company could be even stronger by working together, focusing on our buyers and providing excellent service. That’s why I continue to support ongoing training. The training we’ve done has been tremendously valuable and has contributed directly to the success of CamWest. It has definitely taken us to the next level.’

- Vice President for MarkePng & Sales, CamWest (now Toll Brothers)

17

Recognise and understand how your image is affected by the way you

present ideas and informaPon.

Show increased poise and polish to improve the impact you make, and

the results you achieve, in the various presentaPon and public speaking

situaPons tour encounter.

Learn how to avoid sending ‘wrong signals’ and ‘weak signals’ when

leading teams, and improve your influence and leadership in criPcal

situaPons.

Improve listening and criPque skills.

Learn how to ask quesPons that will quickly establish the informaPon

needed.

BeTer control of one’s a_tude and temperament.

Increase self-confidence, self-direcPon and self-respect.

The ability to refine your image and therefore affect how you are

regarded in business, social and professional environments.


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50% of those who have completed a Dale

Carnegie programme say they are thought of

more highly at work.

Create an Execu&ve Image that

‘wins friends and influences people’


An important concept to keep in mind is

that an execuPve is never ‘off-stage’ as

an execuPve. Every moment we are in

the company of others, we are

represenPng ourselves and our

company, and others are judging us and

our organisaPons constantly. ExecuPve

image is changing at every moment, and

the effecPve execuPve is not only aware

of this, but also exhibits behaviour

consistent with the most effecPve and

desirable execuPve image.

The Execu&ve Image programme will

show you how to unleash and project

your inner a_tudes of confidence,

enthusiasm, and professionalism.

Understand

Ques&on Effec&vely

Listen Effec&vely

Lead the Team

Control your ANtude

Be in Control

‘’From a financial perspective, I have found that the departmental managers who have attended Dale Carnegie Training have shown a marked improvement in their individual performance levels, which has made a profound impact on their overall business unit profit margins.’

- Director, CRM InternaPonal

Increase Stature

18

Present with Impact

The programme begins by giving you several proven techniques for creaPng a great first impression. You

then learn how to sustain and expand this important beginning every day — all day. You’ll even learn how to

disarm hosPlity and turn potenPal adversaries into colleagues.

This programme can promise so much because it doesn’t just give you the principles. It also lays out a step-

by-step pracPce regime that virtually guarantees results. By complePng these simple exercises every day you

actually transform your a_tudes into those culPvated by leaders everywhere. And those new a_tudes will

come shining through so you project an image of leadership to everyone you meet.

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♦ See yourself as others see you.

♦ Use personal traits to reinforce your professionalism.

♦ Turn adversaries into colleagues.

♦ Read the body language of others to gauge how you’re coming across.

♦ CulPvate the a_tudes of leadership.

♦ Use eye contact to hold aTenPon.

♦ Communicate with authority.

♦ Present with poise.

♦ Influence others to your point of view.

♦ Project an image of leadership.

♦ Create great first impressions.

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‘The training has been successful in starting a major corporate culture change. Siemens has created its new work environment in much less time and with fewer hassles than if it had gone with local independent trainers all offering different courses. The message was not only consistent but was tailored to the individual country’s culture.’

- Vice President, Siemens Systems Division

19

Good teamwork is an unbeatable advantage!

In a hospital emergency room. On the deck of

a boat. Or in the trenches of business. But

how do you turn talented individual players

into a high-performance team? The High

Performance Teams programme offers

business people the techniques to implement

criPcal team processes, such as defining

shared goals and clarifying individual

responsibiliPes. We emphasise methods to

communicate persuasively within and among

teams. We present tacPcs to foster proacPve

meePngs, resolve team conflicts and win

improved team results.

This programme is specifically designed to be

delivered in-house, which means it is fully

customisable to meet your organisaPon’s

specific business prioriPes. This enables

complete focus on the issues in hand and

provides the support required to obtain the

opPmum benefits.



inspired in their workplace.

Boost compe&&veness and turn

talented individual players into a

high-performance team

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• Improve interpersonal relaPonships.

• Determine a team’s posiPon on the ‘success curve’.

• Clarify team goals.

• Analyse the individual strengths of team members.

• Define team values and ground rules.

Build Team Commitment

• Listen to others.

• Ask good quesPons.

• Leverage advantages of intra-team communicaPons.

Improve Communica&on between Team Members

• Convey informaPon clearly.

• Develop skills for sharing informaPon.

• Plan quality team presentaPons.

Improve Communica&on between Teams

• Capitalise on the value of collaboraPon.

• Employ the rules that support team collaboraPon.

• Apply ‘force field’ analysis.

Strengthen Collabora&on

• Tap the creaPve process to improve team decision-making.

• IdenPfy sources of team conflict.

• Use a sequenPal method to resolve conflict.

Develop Decision-Making and Conflict Resolu&on

• Facilitate team processes.

• Reward and recognise team behaviour.

Improve Coordina&on and Facilita&on

‘It’s amazing to me that Dale Carnegie Training was able to come in, recognise the audience and provide the training that is perceived in our company as very top-notch.’

- Director of OperaPons, Connolly

20

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Dura&on: to suit your organisaPon’s specific needs � � � � [email protected]

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♦ Improve your interacPons with other internal personnel.

♦ Describe where your team is on the Team Success Curve.

♦ Develop a common purpose for your team.

♦ Describe the roles that you and others play in your team.

♦ Establish values, expectaPons and ground rules for your team.

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♦ Describe the importance of communicaPon and the communicaPon process.

♦ EffecPvely listen and ask quesPons.

♦ Present informaPon in a way that clearly conveys informaPon.

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♦ Use a variety of methods to convey informaPon to the team.

♦ Successfully conduct team meePngs.

♦ Make effecPve team presentaPons.

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♦ Collaborate effecPvely with other team members.

♦ Use Force Field Analysis to enhance collaboraPon with other teams.

♦ Discuss issues relaPng to collaboraPve efforts.

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♦ Reach decisions using the CreaPve Process.

♦ IdenPfy the sources of conflict on teams.

♦ Use a four-step model to resolve team conflicts.

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♦ Facilitate a team process.

♦ Reward and recognise effecPve teamwork.

♦ Describe what you learned in the teamwork course.

“This programme surpassed my expectations. In our fast-paced environment, this format created a simple but effective discipline that challenged me to apply what I was learning and achieve sustainable behaviour change. The result is that my people are now doing more, allowing me to focus and plan. Never before have I come across a programme that so skilfully marries together the elements that build a great team!"

- HR Manager, Sco_sh Life

21


This programme is specifically

designed to be delivered in-house,

which means it is fully customisable

to meet your organisaPon’s specific

business prioriPes. This enables

complete focus on the issues in hand

and provides the support required to

obtain the opPmum benefits.

60% of employees who have confidence in their

leaders are fully engaged.

Learn the principles and competencies of

today’s most successful leaders

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Improve your ability to build trust in a changing environment and to

drive out fear.

Become more effecPve at valuing other people’s skills and abiliPes

and build a moPvaPng culture.

Improve listening skills and the ability to discover other people’s goals

and objecPves. Improve your skills at applauding good work and

efforts towards improvement.

Learn effecPve techniques for handling mistakes, complaints and

criPcism, and for building effecPve teams.

Recognise and appreciate your own leadership abiliPes. Develop an

even more effecPve leadership style.

Enhance leadership planning and communicaPon skills to define and

execute your personal, team and corporate mission. Inspire others to

share the responsibility for the glory.

Create Trust

Respect and Develop Others

Listen to Learn

Building Teams

Enhance Self-Esteem

Vision/Mission Defining

In today’s leaner, flaTer organisaPons,

leadership isn’t limited to people in the

execuPve suites or corporate boardrooms.

Now leadership is everybody’s business.

Employees throughout a company recognise

their role in fulfilling the company’s mission.

They seek the right soluPons to the hard

challenges. They find strengths in others.

And they moPvate people to go for peak

performance.

The Leadership Advantage programme

gives parPcipants the basic blocks for

understanding and culPvaPng leadership

abiliPes: how to recognise the traits and

styles of leaders, how to sharpen exisPng

skills, how to master new strengths. It

emphasises the principles of superior

leadership - from listening creaPvely and

fostering trust to forging collaboraPve

relaPonships and boosPng team results. But

our training goes beyond theory - offering

people the pracPcal tools and techniques to

become effecPve leaders.

‘If you want to work on specific business results by investing in the improved capability of your people, then Dale Carnegie Training understands that and can help get you there.’

- Technical Training Coordinator, Cargill Health and NutriPon

22

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� ‘I can't say enough about what this process has done for our company. Through the formality and structure of the course, we gained the ability to ensure that we were all pursuing common goals. To have the entire organisation aligned behind our chairman's vision is powerful and results in outstanding rewards for our employees and our shareholders.’

- Senior Vice President for Material Services, Fred Weber, Inc.

Dura&on: to suit your organisaPon’s specific needs

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♦ Define a clear vision and a shared mission.

♦ Empower others to take responsibility and deliver results.

♦ Engender trust and eliminate fear.

♦ Reduce workforce stress.

♦ Help people change behaviour.



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♦ Recognise leadership potenPal.

♦ DisPnguish the strengths and deficits of leadership styles.

♦ Assess your own leadership style.

♦ Develop the traits of a leader.

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♦ CulPvate self-esteem, self-confidence and self-direcPon.

♦ Define personal values, vision and mission.

♦ Manage the stress of individuals and teams.

♦ Recognise and reward others.

♦ Build relaPonships with people across the organisaPon.

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♦ Avoid the pigalls of stereotyping.

♦ Leverage the value of respect.

♦ Listen with openness.

♦ Use communicaPon as a collaboraPve tool.

♦ Coach people and monitor their performance.

♦ Foster cooperaPon.

23

• 360° assessment of your impact as an execuPve

• ExecuPve Skills QuesPonnaire completed by a minimum of eight

colleagues based on your management style

• In-depth personal interview before the programme

• Personal coach

• Video based coaching

• CommunicaPng technical competence

• Understanding the importance of good communicaPon skills

• A_tude control in pressure situaPons

• Leadership skills and style

• Refining appearance

• Understanding how others see you (percepPon is everything)

• NegoPaPon skills

• Further in depth personal interview

• Follow up session


72% of Dale Carnegie Graduates say

communica-on is be/er with the Senior

Management team.

This programme is specifically designed to be delivered in-

house, which means it is fully customisable to meet your

organisaPon’s specific business prioriPes. This enables complete

focus on the issues in hand and provides the support required to

obtain the opPmum benefits.


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Strategic Thinking for Top Execu&ves

An important concept to keep in mind is

that an execuPve is never ‘off-stage’. Every

moment we are around others, we are

represenPng ourselves and our company,

and others are judging us and our

organisaPons constantly. The way

employees and customers perceive a top

execuPve plays a crucial role in an

individual’s output, in gaining cooperaPon

from others and achieving overall business

success for the future.

The ExecuPve Development programme will

show you how to unleash and project your

inner a_tudes of confidence, enthusiasm,

and professionalism, giving you the

opportunity to establish an even more

professional public image for you and your

organisaPon.

24

‘The effect on our organisation has been

quite dramatic. Plans are being drawn up everywhere for everything; all results

are being measured; management of change has become less daunting. As a

result of the course, cost savings “in the bank” are greater than £120,000.’

- OperaPons Director,

McKechnie Vehicle Components

‘It was absolutely the best money we have ever spent. The return compared to the value gained far outweighed the investment. In the first forty weeks this year, we surpassed our total revenue from last year. We are experiencing the greatest profits in our history as a result of the principles and teamwork developed.’

- Vice President, Contract Logistics Company

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♦ IdenPfy our barriers to success.

♦ Realise that our a_tude impacts our people and the performance of our organisaPon.

♦ Assess our strengths to build toward our future goals.

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♦ Understand the value of listening for understanding and then responding.

♦ UPlise quesPoning skills for the purpose of gaining knowledge and specific results.

♦ Develop the ability to be flexible when the appropriate answer is not offered.

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♦ Realise that we do have control over our a_tude and how we react to all situaPons.

♦ Develop the ability to control our a_tude through awareness.

♦ IdenPfy methods for idenPfying our a_tude and controlling it.

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♦ Apply the Human RelaPon Principles when dealing with difficult people and situaPons.

♦ Handle mistakes effecPvely using a human relaPons approach.

♦ Relate to the problem or situaPon and reassure the person of his or her value.

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♦ Understand that leadership is not a Ptle, it’s a job.

♦ Realise that people are our most valuable resource.

♦ Develop the skills to grow people and thus, companies.

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♦ Evaluate our results from this training.

♦ Celebrate our accomplishments.

♦ Commit to conPnued growth.

25

A_tudes for Service

Complaint ResoluPon

Cross and Up Selling

Internal Customer Service

Telephone Skills: Outbound

Telephone Skills: Inbound

Manage Customer ExpectaPons

Generate Customer Interest

Create Loyal Customers

EffecPve First Impressions: Face to Face

Customer Follow Through

Customer Value SoluPons

Referrals

Service to Sales

SuggesPon Selling

Telephone Skills: Inbound and Outbound

Overcome Obstacles to Customer

Service

Coaching a Service Team

Turning Customer Service into Sales

More EffecPve Use of the Telephone

Planning PresentaPons

Vocal Skills and Body Language

PresenPng as a Team

ConfrontaPonal QuesPons

PresenPng with Visual Impact

Present to Persuade

Present to Gain Input

Present to Inform

Facilitate for Group Results

PresenPng with Impact

Coaching for Skill Development

Feedback: SupporPve and CorrecPve

Interpersonal Skills for Facilitators

CreaPng OrganisaPonal Impact

PresenPng to a Team

Training Design and EvaluaPon

InnovaPon

Team Problem Solving and Decision

Making

Process Improvement

Adjust to Change

Analyse Problems and Make Decisions

Change Engagement

Manage Change EffecPvely

Team Change Engagement

Lead Change without Authority

Project Planning

Understanding Ourselves BeTer

AdjusPng to a changing work

environment

A_tudes toward others and your job

Helping each other at work

ParPcipaPng more effecPvely in

meePngs

Strengthening co-operaPon between

departments

Improving work habits

How to live and work with others more

effecPvely

Dale Carnegie® designs and delivers intervenPons that provide a pracPcal approach for business success in a compePPve

environment. We have an ever-increasing library of modules that can be used alongside your business drivers, as follows:

Dale Carnegie Training®

will work with you to customise

a training plan tailored to your specific business

prioriPes using the iMAP process:

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i M A P The road that gets you where you want to go

intent Your organisaPon's strategic vision - the ‘should be’ as

opposed to the ‘as is’.

inquire A strategic conversaPon with you to understand where the

operaPon is today, where you want to take it and what needs

to change to get there.

involve Through assessments, surveys and a unique BID process,

determine the alignment around the vision, competency gaps

that need to be closed, and a_tudes that undermine change.

innovate Design intervenPons that support your strategic intent,

provide measurable results, map directly to the

competencies needed to power the strategic intent, blend

competency development with a_tudinal change and align

emoPonal intelligence with corporate iniPaPves.

impact Ingrain long-term behaviour change and gain emoPonal and

intellectual engagement with corporate objecPves.


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26

Internal Conflict ResoluPon

Conflict – Maintaining EmoPonal Control

Conflict MediaPon

Conflict as a Growth Opportunity

Bringing Conflict into the Open

Conflict to CollaboraPon

Establishing an EffecPve Team

Being a ContribuPng Team Member

Team Building - Building EffecPve Work

Teams

Dealing with Difficult Team Members

Ending a Successful Team

External Partnerships

Communicate with Diplomacy & Tact

Team Building Basics

Work with Difficult People

EmoPonal Control

NegoPaPons: A Human RelaPons

Approach

Avoid Burnout

Balance Work and Life

Interpersonal Competence: Connect with

Others

Interpersonal Competence for Career

Growth

Keep Stress and Worry in PerspecPve

Understanding Diversity

Valuing Diversity

CommunicaPng Across GeneraPons

Understanding GeneraPonal Diversity

Stress ReducPon through New Work Habits

Disagree Agreeably

FoundaPon for Success

Interpersonal Competence: Enhance

Teamwork

Interpersonal Competence: Influence

Change

Interpersonal Competence: Best PracPces

Sustaining Measurable Success

Leveraging Diversity

Managing Across GeneraPons

Staying PosiPve in the Face of Layoffs

Managing Diversity

Managing Stress

Diversity: Global Travel and Culture

Listening Skills for BoosPng

CommunicaPon

Communicate with Different Personality

Styles

Becoming a More AppreciaPve Person

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DelegaPon

Planning

CreaPvity

Performance Appraisals

MoPvaPon

Performance Defined

Vision, Mission, and Values

Time Management

Handling Mistakes

Conflict Management

Time Control to Work on Your Business

Coaching - SupporPve & DirecPve

Approaches

Leading Strong Teams

Lead EffecPve MeePngs

New Employee OrientaPon

Communicate to Lead

Business Professionalism 101

Strategic Planning

Ethical Leadership

Succession Planning

Network through Community Service

Focus and Discipline

Leadership CommunicaPons

Leadership Styles and Tendencies

MoPvaPonal Leadership

Share the Glory

Visionary Leadership

Mentorship - Launching an IniPaPve

Build Trust, Credibility, and Respect

MulP-Tasking

Networking to Build Your Personal Brand

Networking to Promote Your

OrganisaPon

Coach for Performance Improvement

Mentorship: CreaPng a Partnership

Network to Build Business ConnecPons

Developing Personal Leadership

Building Employee Engagement

Talent SelecPon: Criteria and Screening

Talent SelecPon: Interviewing

Successful Sales Leadership

Sales Performance Defined

Sales MeePngs

Coaching Salespeople

RecruiPng Salespeople

Rapport

Interest

SoluPon

Handling Customer ObjecPons

MoPve and Commitment

Hiring Salespeople

Master the Selling Process

Uncover Selling OpportuniPes

FoundaPon for ConsultaPve Selling

Pipeline and Territory Management

Rapport: Becoming a Trusted Advisor

Generate Interest Through Informed

Discovery

PresenPng SoluPons to Buying Teams

Establish Return on Investment

Commitment Strategies

NegoPaPons: Leveraging Personality

Styles

NegoPaPons: Collaborate to Win

NegoPaPons: Analysis

NegoPaPons: PresentaPon

NegoPaPons: Bargaining and

Agreement

NegoPaPons Mastery

Account Development

Developing the “Selling Difference”

Product Knowledge - A Key to More

EffecPve Selling

Help the Customer Make Favourable

Decisions

Professional Closing Techniques

27

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Benefits to the Company/Decision Maker:

♦ Provides a measurable result of training impact

♦ Aligns self-percepPon with the others’ percepPon of behaviours

and skills

♦ Receives high, quality, usable feedback for professional and

personal development

♦ Maximises objecPves of Dale Carnegie® programmes – focuses

parPcipant’s learning

♦ Personalised coaching from the Trainer

♦ Spotlights posiPve change (growth) areas (post-assessment)

♦ IdenPfies areas needing addiPonal development (post-assessment)

The PerspecPves series of assessments help objecPvely and quanPtaPvely idenPfy barriers to your organisaPon’s

successes. These group-level assessments measure a wide variety of specialised topics, which provide clients with a

greater understanding of their teams, departments or enPre organisaPons. Comprehensive reports monitor your

organisaPon’s development, evaluate training effecPveness, idenPfy trends and measure organisaPonal performance

over Pme. The results are broken down by departments, posiPon in the company, years of service, etc. PerspecPves are

used before the training programme to idenPfy strengths and weaknesses to focus on when training begins.

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Insight 360 Assessments, Perspec&ves

Assessments and Profile Assessments

28

Benefits to the Organisa&on:

♦ Assess the performance of your organisaPon,

department, or team against criPcal factors related

to job performance.

♦ Accurately match organisaPonal needs with

developmental soluPons.

♦ Assessments can be administered before & afer the

training programme to demonstrate the training’s

effects on the employees’ a_tudes, skills and

behaviour.

Perspec&ves Assessments Available:

♦ OrganisaPonal EffecPveness Survey

♦ Leadership EffecPveness Survey

♦ Sales EffecPveness Survey

♦ Leadership Profile Survey

♦ Teamwork and Team Building Survey

♦ Customer surveys are also available upon request

created specifically for your organisa�on

The Insights 360 assessments gather data on selected work behaviours/skills. It provides Dale Carnegie parPcipants an

opportunity to receive feedback from others who know them. The data is collected by selecPng a group of people

(Feedback Team) who know and/or work with the parPcipants on a regular basis. This includes the manager, peers, direct

reports and other work associates that could provide honest and valuable feedback.

Insights 360 Assessments are available for the Dale Carnegie Course, Leadership Training for Managers, Sales Advantage,

ExecuPve Development, Leadership Development, Leadership Development for Sales Managers, World Class Customer

Service and People Side of Process Improvement. Custom Assessments are also available upon request.

Benefits to the Par&cipant:

♦ Expands insights into parPcipant skill level

♦ Increases insight into the Dale Carnegie Training® skills

content

♦ IdenPfies coaching opportuniPes on skill areas

♦ Provides opportuniPes to idenPfy/reinforce skill

improvement

♦ Ensures more specific parPcipant goals

♦ Determines programme objecPves (increased ROI)

♦ Raises commitment level (increased ROI)

Training Assessments focus on gathering data that is

useful to par-cipants in improving behaviours and skills

directly linked to the Dale Carnegie training program in

which they are par-cipa-ng.

A perfect companion to Dale Carnegie’s training; Profiles Assessments offer an array of employee assessments

that provide your organisaPon with criPcal informaPon to understand why your people think and behave as they

do. Profiles assessments also provide criPcal informaPon missing from tradiPonal hiring and management

pracPces, to help your organisaPon improve your exisPng selecPon, employee evaluaPon, coaching and training

programmes. Profiles offer a full suite of employee assessments to help your organisaPon achieve more from

your most important asset, your people.

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29

The ProfileXT

The ProfileXT is the most technologically advanced,

state-of-the-art system available today for measuring

human potenPal and predicPng job performance.

Profile XT is the only system that measures thinking and

reasoning skills, occupaPonal interests, and behavioural

traits. These elements are correlated and blended

together, allowing you to see the total person.

Profiles Performance Indicator

The Performance Indicator provides tremendous

advantage in developing the potenPal an employee

brings to the job. The final report is filled with specific,

individualised management suggesPons for working

more producPvely with each person you manage.

Reports describe significant job-related behavioural

tendencies in seven key measurable areas: producPvity,

quality of work, iniPaPve, teamwork, problem solving,

response to stress and conflict, and work moPvaPon.

Profiles Sales Indicator

The Sales Indicator seeks to beat the ‘80-20 rule’ (80

percent of all products and services are sold by just 20

percent of the sales people) by measuring the essenPal

qualiPes of salespeople. The Sales Indicator measures

compePPveness, self-reliance, persistence, energy, and

sales drive. It also predicts prospecPng, closing sales,

call reluctance, self-starPng, teamwork, building

relaPonships, and compensaPon preference.

Profiles Team Analysis

Profiles Team Analysis gathers informaPon about team

members in twelve essenPal areas, does an analysis of

the data, and produces an insighgul report that

increases the team’s likelihood of success. This system

can be a key factor in forming more effecPve teams that

employ the power of synergisPc energy. This is the

energy that removes barriers to team success.

Profiles Checkpoint 360

The Profiles CheckPoint 360 is the foundaPon for a

complete management competency development

programme. Managers receive feedback from the full

circle of people with whom they interact. The

CheckPoint 360 measures eight universal management

and leadership competencies: communicaPon,

leadership, adaptability, relaPonships, task

management, producPon, development of others and

personal development.

Profiles Customer Service Perspec&ve

Extensive research has idenPfied ten specific

behavioural characterisPcs and proficiencies essenPal to

extraordinary customer service. Profiles Customer

Service PerspecPve assesses your job candidates and

employees to see how they score in important areas

including communicaPon, problem solving, courtesy,

and focus, just to name a few.

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�� www.centralengland.dalecarnegie.co.uk

Dale Carnegie® Central England

� Park Lodge

Pertenhall Road

Stonely

St Neots

Cambridgeshire PE19 5EF

� 01480 861155

Core Programme Overviews 2016

Documents