Beijing

  Objectives: -- Produce strategically responsive (non-reactive) staff -- Develop the ability to provide individually tailored interactions -- Promote a sense of comfort, safety and respect in customers who have a complaint -- Generate consistency in positive outcomes -- Sponsor loyalty -- Creation of a service team that performs with a sense of comfort, control & confidence   Why should you attend?   This program is designed to provide a fun & challenging approach to developing and demonstrating commitment to the interpersonal skills and awareness that create the foundation for superior communications with customers in the field.   The program approach is to build awareness of different value systems and personality styles, provide proven techniques for accommodating them and to motivate participants to "live the knowledge" in order to generate a more satisfying experience for both the customer and field staff.   Benefits of training   -- Exploring customer relationship dynamics -- The importance of affirming your customer`s self-esteem & building relationship -- Creating a feel-good experience -- Using an interaction model leading to success -- Identifying customer needs & expectations -- Exploring consultative questioning strategies -- Handling objections/complaints -- Resolving customer emotion/conflict   Who should attend?   Customer Relationship (Account Management) and Customer Service Managers and their teams   Facilitator: • Alistair McArthur   Mr. Alistair McArthur has trained thousands of executives and staff around China and Asia. He has spent over 12 years based in China in both a business environment and facilitating professional development skills, interpersonal skills, and persuasive speaking, while also working with organizational leaders.    To register please fill in the form and send it back to info@cameraitacina.com.   Completion Certificate is provided.      

  Objectives:   Facing the complex, open-ended, ever-changing challenges, organizations should realize that constant, ongoing innovation is critical to stay ahead of the competition. As a business leader, how effective you are managing these business difficulties? Can you break thought patterns and think differently? This workshop will feature you how to utilize tools to spark creativity, and enable you to develop comprehensive approach to solve problems with fresh ideas and make high quality decisions.   Course Outline   -- Identifying blockings to creative thinking and expanding our creativity -- Application of Creative tools -- Problem Solving and decision making based on KT Model -- The process of problem solving -- Situational appraisal and problem root causes analysis -- Decision analysis – select the most cost effective solution -- Risk assessment and management -- Establishing contingency plan -- Evaluating the solution effectiveness after implementation   Who should attend ?   Suitable for participants that are managers, with no or some leadership experience, who want to improve their leadership skills and enhance related skills in order to manage their team and cooperate with other teams.   Facilitator:   • MTI Management Consulting (BEIJING) Co., LTD   The consulting company MTI (MTI MANAGEMENT CONSULTING (BEIJING) CO., LTD) is specialized in Training and organizational development. In doing this we are especially focused on helping our customers successfully implement their strategies and to measurably contribute to our customer`s targets. Our focus is on leadership and sales excellence as well as team development.    To register please fill in the form and send it back to info@cameraitacina.com.   Completion Certificate is provided.    

  Objectives:   Understand the different types and sources of conflicts; - Learn the 6 Steps of Conflict Resolution; - Learn the 4 Conflict Styles, and gain a clear picture of your own conflict style tendencies; - Learn the 9 major conflict management strategies, and how to choose the strategy according to the situation; - Learn conflict management tools and techniques. The content is based on thoroughly researched models and tools of Organizational Behavior; and it is enriched with case studies, exercises, discussions and personal experience.   Who should attend ?   Anybody who has been facing conflict at work; - Both Chinese and foreigners - Managers of all levels, high-potential, key people.   Course Outline:   • Day 1 - Conflict simulation - Analyzing your conflict - Conflict patterns and strategies - Play it out - role plays - Walking the 6 Steps of Conflict Management Process   • Day 2 - Practice, practice, practice! - Skill building role plays - Working out solutions for conflicts - Preventing unnecessary conflicts - Wrapping up your take-away   Facilitator:   • Mr. Andy Wong   Andy Wong is a third generation Singaporean who has accumulated more than 15 years of international exposure on the senior management level. He was extensively involved in multi-industrial segments such as Chemical, Banking, Insurance, FMCG, Automobile, Hospitality and the Real Estate industry. With a strong passion for training, his classes are highly interactive, fun and informative, full of the latest information and techniques and he makes sure that every participant walks away with practical skills they can apply on the job. He is bilingual in English and Chinese, and connects well with all levels of an organization. His expertise lies in Recruitment, Business Development, Train the Trainer and Team (Leadership) Building.    To register please fill in the form and send it back to info@cameraitacina.com.   Completion Certificate is provided.