Achieving Leadership Success

Offering Training
Achieving Leadership Success
YOU WILL LEARN HOW TO
Leverage Emotional Intelligence (EI) to improve your effectiveness as a leader Identify the core competencies of Emotional Intelligence Gain an honest and accurate awareness of your EI strengths and weaknesses Achieve greater personal effectiveness through self-management tools and techniques Harness the social and emotional potential of your team to improve performance Integrate and apply EI to develop and transform your personal and professional potential
WHO SHOULD ATTEND
Managers, leaders or anyone wishing to broaden and improve their self-management and interpersonal skills in order to become more effective in the workplace.
COURSE BENEFITS
In today's competitive business climate, organizations need leaders with more than technical and intellectual competence to maintain a competitive advantage. Successful leaders combine strong interpersonal skills with technical knowledge to improve their potential and performance. The core competencies of EI provide the foundation to further develop your intra/interpersonal skills. In this course, you learn to apply EI to motivate and engage your teams, foster cooperative working relationships, and improve your overall effectiveness.
SUMMARY OUTLINE
1.      Fundamentals of Emotional Intelligence a. Establishing a common definition of EI ·                                 Identifying multiple intelligences ·                                 Removing common misconceptions about EI b. The benefits of EI in the workplace ·                                 Assessing your individual EI baseline ·                                 Setting the context for authentic leadership 2. Assessing Your Emotional Intelligence a. The value of the EI Competency Model ·                                 Evaluating a proven 2x2 model ·                                 Analyzing the core competencies: self-awareness, self-management, social awareness and relationship management b. Measuring and interpreting your EI ·                                 Outlining your personal profile ·                                 Determining your strengths and areas for development 3. Increasing Self-Awareness a. Recognizing and affirming your emotions ·                                 The value of being honest and open with yourself ·                                 Establishing healthy boundaries with others ·                                 Emphasizing the importance of personal congruency b. Developing personal authenticity ·                                 Demonstrating authentic leadership through your actions ·                                 Balancing personal effectiveness through greater control and flexibility of your emotional responses 4. Mastering Self-Management Techniques a. Applying EI best practices ·                                 Recognizing your own response patterns and triggers ·                                 Reframing self-talk for better results ·                                 Employing self-control in stressful situations b. Gaining greater control of your actions ·                                 Acquiring awareness of your personal filters ·                                 Increasing your range of behaviors for personal effectiveness ·                                 Pinpointing and breaking default behavior patterns 5. Building Social Awareness and Interpersonal Effectiveness a. Reading the emotional landscape ·                                 Recognizing and valuing the emotions of others ·                                 Evaluating the impact of emotions on performance ·                                 Interpreting nonverbal communication b. Creating a positive EI environment ·                                 Practicing self-disclosure to improve relationships ·                                 Applying the Johari Window framework ·                                 Leveraging active listening techniques c. Facilitating effective communication ·                                 Mitigating the risk of unmanaged emotions ·                                 Creating a positive emotional landscape ·                                 Actively engaging the emotions of others 6. Enhancing Team Performance through Relationship Management Tools a. Improving team dynamics ·                                 Analyzing the patterns of interpersonal behaviors ·                                 Influencing the dynamics of the team to improve performance b. Balancing individual team member roles ·                                 Dealing with negative emotions and difficult behavior ·                                 Enhancing trust and accountability through the application of EI ·                                 Motivating others through authentic leadership ·                                 Facilitating work relationships in a team environment ·                                 Fostering higher levels of employee engagement and morale 7. Becoming an Emotionally Intelligent Leader a. Bridging the gap between management and leadership ·                                 Debunking the myths of management ·                                 Recognizing the contribution of emotionally intelligent leadership ·                                 Adapting your leadership style to fit the environment b. Demonstrating emotionally intelligent leadership ·                                 Applying EI competencies to leadership ·                                 Delivering difficult messages c. Integrating EI into your professional life ·                                 Transferring competencies into real-world situations ·                                 Creating the climate for performance excellence ·                                 Coaching others d. Embedding the EI framework ·                                 Leveraging your self-assessment ·                                 Linking your assessment results to your goals ·                                 Developing a personal action plan
COURSE METHOD	COURSE SPEAKER
v       Presentation v       Discuss v       Case Study v       Evaluation v       Simulation	H. Irfan Riza, SE, MSi, MA Patisina, ST, M.Eng. They experienced in leadership
TIME & VENUE	COURSE FEE
Yogyakarta, 06-09 February 2012 18-21 June 2012 15-18 October 2012 4 days 08 am – 04 pm	IDR 7,000,000.00 per participant non residential Course fees can be transferred to the following account number : CV JP CONSULTANT : MANDIRI Bank Yogyakarta Branch Acc. No.  1370007857077
FACILITY	INFORMATION AND REGISTRATION
¨     Module / Handout ¨     Certificate ¨     Souvenir ¨     Training Kit	JP Consultant Kalibayem No. 436 Ngestiharjo Kasihan Bantul Yogyakarta Phone         :  02743326339 Email          : jpconsultantyogyakarta@yahoo.com Contact      : Sari (08122758271)                     Damiri (083867388077)

Achieving Excellence in Customer Service

Offering Training
Achieving Excellence in Customer Service
YOU WILL LEARN HOW TO
Ø      Provide exceptional customer service that achieves results and gets noticed Ø      Adopt the skills and techniques that routinely deliver positive customer experiences Ø      Maximize the value of your customer interactions Ø      Deal effectively with difficult customers and turn complaints into opportunities Ø      Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction Ø      Demonstrate a positive, confident and professional approach with internal and external customers
WHO SHOULD ATTEND
Anyone from any organization who needs to build effective relationships with external or internal customers. This includes help desk, technical support, front-line or support staff. This course may also be of interest to managers and team leaders wishing to coach and develop staff performance toward a customer-focused culture.
COURSE BENEFITS
Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.
SUMMARY OUTLINE
1. Customer Service Excellence: Why It Matters      a. The importance of How ·                                 Focusing on the how as well as the what ·                                 Developing a relationship of mutual trust ·                                 Influencing customer perceptions ·                                 Calculating the lifetime value of your customer ·                                 Exceeding customer expectations 2. Creating the Customer Experience      a. Emotional aspects of the customer experience ·                                 Making the initial connection with the customer ·                                 Presenting a positive first impression      b. Identifying the differentiators of excellence ·                                 Taking responsibility for demonstrating customer care ·                                 Navigating the customer through the process ·                                 Instilling confidence with a personal approach       c. Fostering long-term relationships ·                                 Adopting a positive mental attitude (PMA) ·                                 Small actions that ensure attention to detail 3. Communicating Effectively with the Customer       a. Developing excellent communication skills ·                                 Establishing rapport with your customer ·                                 Personalizing the message ·                                 Matching words and nonverbal signals       b. What you say and how you say it ·                                 Verbal and vocal techniques that work ·                                 Avoiding the quirks and distractors ·                                 Banishing jargon to create clarity ·                                 Matching words with nonverbal communication       c. Adopting a problem-solving approach ·                                 Turning active listening into problem solving ·                                 Employing questioning techniques that focus on outcomes ·                                 Encouraging a spirit of inquiry rather than adversary ·                                 Moving to a team approach with the customer       d. Achieving results for the remote customer ·                                 Choosing and using appropriate media ·                                 Applying best practices in call center etiquette ·                                 Top tips for e-customer care 4. Dealing Constructively with Tough Situations       a. Calming upset customers with active listening ·                                 Demonstrating emotional intelligence ·                                 Displaying empathy and showing neutral support ·                                 Establishing rapport and defusing anger ·                                 What you should not say to an upset customer       b. Techniques for dealing with difficult people ·                                 Remaining objective in challenging situations ·                                 Personalizing and depersonalizing messages ·                                 Asserting your position through polite repetition ·                                 Handling the obstinate customer       c. Transforming complaints into opportunities ·                                 Generating useful feedback and learning ·                                 Turning a negative situation into a loyal customer ·                                 Tapping into the potential advocate within your customer 5. Contributing to a Customer Service Culture       a. Demonstrating leadership in customer service teams ·                                 Mapping the internal customer network ·                                 Strengthening weak links in the chain ·                                 Influencing a customer-centric corporate culture       b. Measuring customer satisfaction ·                                 Setting and monitoring performance standards ·                                 Tracking progress with internal indicators ·                                 Enabling customers to express satisfaction ·                                 Constructing a customer service charter       c. Monitoring the team's development ·                                 Seeing customer service as an attitude, not an accident ·                                 Coaching your team for success 5. Making Excellence a Habit       a. The characteristics and practices of excellence ·                                 "Sharpening the saw" to hone your customer service skills ·                                 Projecting a professional image with internal and external customers ·                                 Ten rules that epitomize success ·                                 Measuring personal growth and achievements       b. Executing your personal action plan ·                                 Constructing personal development goals ·                                 Committing to immediate action
COURSE METHOD	COURSE SPEAKER
v       Presentation v       Discuss v       Case Study v       Evaluation v       Simulation	Drs. Bambang Darmadi, MM He experienced in human resources management
TIME & VENUE	COURSE FEE
Yogyakarta  11-14 June 2012 08-11 October 2012 4 days 08 am – 04 pm	IDR 7,000,000.00 per participant non residential Course fees can be transferred to the following account number : CV JP CONSULTANT : MANDIRI Bank Yogyakarta Branch Acc. No.  1370007857077
FACILITY	INFORMATION AND REGISTRATION
¨     Module / Handout ¨     Certificate ¨     Souvenir ¨     Training Kit	JP Consultant Kalibayem No. 436 Ngestiharjo Kasihan Bantul Yogyakarta Phone         :  02743326339 Email          :  jpconsultantyogyakarta@yahoo.com Contact      : Sari (08122758271)                     Damiri (083867388077)

Cathodic Protection Tester

Offering Training
Cathodic Protection Tester
DESCRIPTION
The CP 1--Cathodic Protection Tester Course is an intensive course that presents CP technology. Course topics include basic electricity, electrochemistry and corrosion concepts, CP theory, CP systems, and CP field measurement techniques. This course provides theoretical knowledge and practical fundamentals for testing on both galvanic and impressed current CP systems. The course involves lectures and intensive hands-on training with equipment and instruments used in CP testing. It also includes hands-on training at outdoor facilities (weather- permitting).
WHO SHOULD ATTEND
This program will benefit anyone who is responsible for supervising CP systems, measuring the effectiveness of CP systems and/or recording this data, including CP field personnel, technicians.
SUMMARY OUTLINE
1.      Basic Electricity 2.      Basic Chemistry and Corrosion Fundamentals 3.      CP Fundamentals 4.      Field Measurements 5.      Stray Current Identification 6.      Installing CP Components 7.      Monitoring CP Systems 8.      Recordkeeping 9.      Safety Specific to CP 10.  Troubleshooting
COURSE METHOD	COURSE SPEAKER
v       Presentation v       Discuss v       Case Study v       Evaluation v       Simulation	Teguh Santoso, Ir Teguh Santoso experienced more than 26 years in Electrical.
TIME & VENUE	COURSE FEE
Yogyakarta, 09-12 April 2012 10-13 September 2012 4 days 08 am – 04 pm	IDR 7,000,000.00 per participant non residential Course fees can be transferred to the following account number : CV JP CONSULTANT : MANDIRI Bank Yogyakarta Branch Acc. No.  1370007857077
FACILITY	INFORMATION AND REGISTRATION
¨     Module / Handout ¨     Certificate ¨     Souvenir ¨     Training Kit	JP Consultant Kalibayem No. 436 Ngestiharjo Kasihan Bantul Yogyakarta Phone         :  02743326339 Email          :  jpconsultantyogyakarta@yahoo.com Contact      : Sari (08122758271)                     Damiri (083867388077)