Time Management Training India,Customer Satisfaction Training India,Time Management Training Services,Customer Satisfaction Training Services

Introduction
(a) Importance of time
  (i) Technology is making us think in terms of nano-seconds.
  (ii) Nature of changes taking place in the business world. Change has become a way of life in the corporate world. Also, the change is taking place at a very fast pace, in fact, at an exponential rate. As such, time is now being considered as a source of competitive advantage.

(b) Some general causes of time wastage in an organization and suggestions how to avoid them.
  (I) Lack of professionalism - A major cause of time wastage?
Lack of professionalism is what leads to most of the conflicts, delays in decision making and time wastage in an organization. But what is "professionalism?" Most people have misconception of what professionalism is. Our definition of professionalism is that "all decisions should be made in the best interest of the organization even if it hurts an individual's personal interests." Our definition suggests that teamwork would be "automatic" resulting in saving of time for everybody. Apart from being motivational, discussion on this topic will generate an awareness among the participants that all decisions and actions should be taken in the best interest of the company which is critical for the success of any organization.

  (II) "Reminders" - How they waste time?
According to the experience of our Director, Avinash Narula, "reminders" are the major time wasters in an organization. "Reminders" also waste the time of an individual irrespective of whether he is receiving a reminder or sending a reminder. As such, in our "Time Management" training programs we talk with examples about how "reminders" waste everybody's time and how tremendous amount of time can be saved just by eliminating and / or reducing the need for sending and receiving reminders.

(a) Contaminating time - Another major source of time wastage We contaminate time when we are not able to stay focused in the moment, or when we are trying to do one thing, but are thinking about another. If our time is contaminated, we don't get the full benefit of either work (peak productivity) or play (total relaxation). This happens to most of us all too often. The participants will determine how much time they contaminate as well as how to reclaim over 30 hours a month, that is, through decontamination of time.

(b) Characteristics of time Monochronic and polychronic time. How to use understanding of these concepts to manage your time effectively.

(a) The Traditional Time Management System Plan, Prioritize, Schedule and Follow Your plan

(b) Creating Your Own Time Management System Why traditional time management methods don't work for some of us? The key to choosing a time management system lies in learning what kind of thinker one is and choosing a system that works with, rather than against one's personal strengths. Various methods and tips (To-do list, joy breaks, saying "no," compounding time) will be discussed which can be incorporated in the participant's time management system to make it more effective.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
Participants will develop the analytical ability to determine what steps they need to take to achieve consistent sales growth and enhance their competitive market position by establishing a competitive marketing strategy.

Basis & Content
Every product or service needs an effective competitive marketing strategy to succeed. Participants will learn to establish a competitive marketing strategy. The following topics will be discussed :

Difference between effectiveness and efficiency to highlight the importance of developing a strategy.
What is the objective of marketing strategy?
Elements of marketing strategy.
80/20 rules of developing a successful marketing strategy.
Importance of competition.
Finding a gap in the marketplace.
Why some products and services fail and others succeed?

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
(a) To enable the participants to sincerely believe in the concept of customer satisfaction. The ultimate objective of all the actions of the corporation and its employees is to achieve customer satisfaction. It is not only necessary to understand the meaning of customer satisfaction but also to sincerely believe in it so that it automatically becomes the underlying basis of all the actions and decisions that an employee takes in an organisation.
(b) To enable participants to understand key marketing and sales concepts which will assist them in developing effective marketing & sales plans for their territories so as to increase market share as well as in achieving sales target on a regular basis.
(c) To enable the participants to get a better insight into the area of dealer location, appointment and development.

Contents
First Day

SESSION 1 - Customer satisfaction concepts

(a) What is professionalism?
How does it lead to automatic "teamwork" and "customer satisfaction." Lack of professionalism is what leads to most of the conflicts, delays in decision making and customer dissatisfaction in an organization. But what is "professionalism?" Most people have misconception of what professionalism is. Our definition of professionalism is that "all decisions should be made in the best interest of the organization even if it hurts an individual's personal interests." Our definition suggests that teamwork would be "automatic" and there will less conflict in an organization. Automatic teamwork will lead to higher levels of customer satisfaction and effective handling of customers and colleagues (internal customers). Apart from being motivational, discussion on this topic will generate an awareness among the participants that all decisions and actions should be taken in the best interest of the company which is critical for customer satisfaction and for the success of any organization. This definition also serves to bring home the point that we need to serve our internal customers properly ignoring the biases, the petty politics and egos. So long as the work to be done or information to be obtained is in the best interest of the company, the same should be done. This will automatically lead to external customer satisfaction.

(b) Moment of Truth
A "Moment of Truth" occurs when employee and the customer have contact. When this occurs what happens is no longer directly influenced by the company. It is the skill, motivation, and tools employed by the firm's representative and the behavior and expectations of the customer that together result in customer satisfaction or dissatisfaction. The idea has been borrowed from bullfighters who used the term to describe the moment when the bullfighter faces the bull in the ring. Inspite of all his training and preparation, a wrong move by the bullfighter or an unanticipated move by the bull can result in a disaster. Similarly, when employees and customers interact, a careless mistake by the employee or an unanticipated request by the customer can result in a dissatisfied customer. Crores worth of investment in facilities, infrastructure and products/service can go waste if the interaction between the customer and the employee is not managed effectively. Any mistake at the time of "Moment of Truth," when the employee meets the customer can be disastrous for business. It is hoped that awareness of this concept will lead employees becoming more conscious of improving their skills in handling customers as well as in increasing internal customer satisfaction as their colleague could be in a "Moment of Truth" situation. Hopefully, after getting to know this concept they will go out of their way to help their colleagues so as to achieve higher levels of customer satisfaction, both external and internal.

(c) Positive Attitude
Sales people need to have positive attitude. The subject will be discussed briefly. Positive attitude also results in positive personality.

(a) Importance of Customer Satisfaction
The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy. It requires a great deal of effort to induce satisfied customers to switch away from their current suppliers. Unfortunately, most marketing theory and practice center on the art of attracting new customers rather than retaining existing ones. The emphasis traditionally has been on making sales and transactions rather than building relationships. The focus has been on pre-selling and selling rather than on caring for the customer afterward.

Importance of retaining customers through customer satisfaction will be highlighted by discussing an example whereby a successful company can grow without any marketing effort. In fact, it will be suggested that such a company can eliminate the marketing department completely. It is found that this example generates a lot of discussion among the seminar participants and ultimately the participants realize the importance of retaining customers with higher levels of customer satisfaction and effective after-sales-service. All employees play a key role in retaining customers. The importance of customer satisfaction will also be conveyed through the concept of "CUSTOMER MATH" developed by Avinash Narula.

SESSION 3 - Key marketing & sales management concepts

(a) Effectiveness vs Efficiency
It is important to understand the difference between "effectiveness" and "efficiency" to enable the executives to understand the importance of developing an effective strategy for their territory. Participants will learn that it is not only necessary to work hard but also to work smart. A simple example will be used to explain the concept.

(b) What is marketing strategy?
According to Peter Drucker, "The objective of marketing is to make selling superfluous." It is obvious that a thorough understanding of what marketing strategy is important. What is marketing strategy? What are its components? What is its significance to an executive? How can understanding of marketing strategy make a field sales staff more effective? This session will also highlight the role of field staff in implementing and modification of strategy. Discussion on this topic will assist the field sales staff in better understanding the strategy proposed by the head office which will improve the implementation of the same.

SESSION 1 - Sales & dealer management concepts

(a) Theory of Pipeline
(With a Short Case Study from Trainer's Own Experience)
Avinash Narula's experience suggests that field sales people are always putting out fires, that is, trying to meet monthly targets at the end of the month or achieving targets by pushing dealer's inventory high. Mr. Narula's "Theory of Pipeline" states that a company including its field sales people should continuously work towards building a pipeline of customers which can be classified as either HOT, COLD or WARM. In practice some of the customers will buy immediately, some after a month and some even after a year. Usually, the problem is that a continuous effort is not made to continuously fill the pipeline and fires have to be out at the end of every month. "Theory of Pipeline" includes developing dealer network on a continuous basis so that the benefits of these developments in terms of sales are realised on a continuous basis. Discussion on the subject will motivate field sales staff to continuously build a pipeline by continuously developing the dealer's resources and abilities as well as monitoring on a regular basis whether the dealer is building a pipeline of his own or not. Dealer's pipeline is ultimately the field sales staff's pipeline. The discussion will also highlight the need to monitor dealer's retail sales and not just wholesale to the dealer.

(b) Selling Features vs Benefits
Usually, most of us focus on discussion of features while selling whereas we must focus on converting the "features" into "benefits for the customer." Customer is not buying the features but rather he is buying benefits. This session will be devoted to practicing how to convert features into benefits. Discussion on the subject will assist the participants to improve their selling skills to customers.

(a) Sales Process
The sales process will discussed including how to overcome objections as various ways in which closing can be done.

(a) Introduction to Distribution/Dealer Network
A brief discussion on what is the importance of distributor network to an organization. How a company can establish a competitive advantage through an effective distributor network? Impact of technology on distribution networks will also be touched upon.

(b) Improving Market Representation
(Locating, Selection and Appointment of Dealers)
Appointment of the right dealer is very important. It could mean the difference between success and failure in the marketplace. Discussion will highlight the need to properly scan the market for suitable dealers rather than choosing from the options which are easily available. Proper selection and appointment of effective dealers is key to success. Mr. Avinash Narula has had tremendous experience in locating and selecting dealers. The subject will be discussed with examples from Mr. Narula's experience.

(c) Dealer Development - By Building Relationship & Trust
Building a trusting relationship with the dealer is critical for building a strong dealer network. A strong relationship can be built by taking the following actions :

(i) Convincing dealers of the benefits of the actions being suggested by the field staff. Dealers usually resist any suggestion by company's personnel to improve business if it involves spending money. Mostly this happens because field sales staff, usually do not explain the benefits of an action to the dealer rather it is thrust on the dealer as policy. Participants will be urged to discuss the benefits of actions with the dealer so that the dealer is motivated positively to implement the suggestions of the field staff. Participants will be asked to convert actions required by the dealer into benefits. Focus will be laid on convincing dealers to take certain actions to improve sales by discussing with them the benefits of each action.

Field sales staff should sell ideas and benefits that will accrue to the dealers when suggesting actions for implementation. We should not approach the dealer with a "Take this action because we say so or this is our policy" attitude but with "If you take this action, YOU will have the following BENEFITS" approach.

(ii) By treating dealer's resources as your own (not literally, of course) while making suggestions to improve business By doing so the dealer will consider the field sales staff as an integral part of his business and will accept the suggestions of the field staff without any resistance.

(d) Increasing Sales Through Penetration of the Market
(With a Short Case Study from Trainer's Own Experience in the Tractor Industry) This case study will assist the field sales staff to understand how to increase penetration of the market. The case study will also highlight the importance of understanding the dealer's territory.

Format
The contents will have an appropriate mix of theory and practical applications with more emphasis on the later. In order to make the program more interesting, we may incorporate short case studies from Avinash Narula's experience in the industry to emphasize key learning outcomes. Wherever appropriate, we will incorporate role plays, games and case study. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own 25 years of experience in industry.

Background
Effective communication is vital to corporate survival and success. Effective communications is one of the most basic skills that all employees of an organization, including managers and top management need for not only achieving corporate goals but also for personal development and advancement. Without effective communication skills, an employee will not be able convince his seniors of his ideas, a manager will not be able to articulate objectives in clear terms and a leader will not be able to motivate and influence his team to achieve corporate goals.

Capability to communicate effectively is a personal skill and in an emerging competitive environment it is a very desirable trait to possess. Communication skills can be acquired through learning and practice. All executives at all levels should enlarge their personalities by improving their oral, written and presentation skills.

Contents
First Day

Short exercise to bring out the importance of communications. This exercise will bring out the various aspects of good or poor communication. It will also serve to get the participants in the right frame of mind.
Why is there a need to develop effective communication skills in the current competitive environment?
What is communications? Importance of communications in our work life.
Objectives of communications
Advantages of effective communications
Disadvantages of poor communications

(a) Components of communication
(b) Some Key concepts of communication

6 "C" of Communications
"S" Word - Story
Theme / Title
Executive Summary
Understanding the target audience

Some Key concepts of communications

Outlining
Structure
Features & Benefits
Listening Skills
Options & Recommendations

(a) Writing Reports
Other specific issues/ideas in making reports effective (How to improve readability? How to represent supporting data effectively? Understanding the audience, layouting & formatting, drafting, end notes/footnotes etc.)

(b) Making Presentations
Other specific issues/ideas in making presentations effective (How to use visual aids effectively? Understanding the audience, Formatting & preparing slides / transparencies etc)

Participants to identify from their own experience the do's and don't of making verbal and non-verbal communication (including presentation, reports) effective. The participants will give this information from their experience as a "receiver of a verbal and non-verbal communication." This session is considered to be very important because the participants will learn from their peers what are the do's and don'ts of making their communication effective. This session will also reinforce what is also being discussed in the training program.

(a) Barriers to effective communications
(b) Constructive Feedback - Giving and receiving feedback
(c) Problem Solving and Communications

(a) Presentations by participants

(a) Presentation by participants

Activity
Every participant will prepare an outline of their presentation and also make a presentation in front of the group.

Format
The contents will have an appropriate mix of theory and practical applications with more emphasis on the later. In order to make the program more interesting, we may incorporate short case studies from Avinash Narula's experience in the industry to emphasize key learning outcomes. Wherever appropriate, we will incorporate role plays, games and case study. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own 25 years of experience in industry.

The objective of any employee in an organization is to manage the resources under him including people to achieve the goals of the organization. In order to manage the resources of the company in an effective manner, an employee needs certain skills. The objective of this program is to impart certain basic skills to the employees so that they are able to manage the resources of the company in an effective manner. This program is a flexible program offering the understanding of various management concepts necessary to enhance the management skills of employee for performance improvement. The topics included in the program will depend on the needs of the company. The details of the standard program are given below.

Contents
First Day

(a) What is professionalism?
Lack of professionalism is what leads to most of the conflicts, delays in decision making and customer (internal & external) dissatisfaction in an organization. But what is "professionalism?" Most people have misconception of what professionalism is. Our definition of professionalism is that "all decisions should be made in the best interest of the organization even if it hurts an individual's personal interests." Our definition suggests that teamwork would be "automatic" and there will less conflict in an organization. Automatic teamwork will lead to higher levels of customer (internal & external) satisfaction. In addition, a manager will be able to lead his team in an effective manner if he acts professionally. Apart from being motivational, discussion on this topic will generate an awareness among the participants that all decisions and actions should be taken in the best interest of the company which is critical for customer (internal & external) satisfaction and for the success of any organization.

This definition also serves to bring home the point that we need to serve our internal customers including subordinates properly ignoring the biases, the petty politics and egos. So long as the work to be done or information to be obtained is in the best interest of the company, the same should be done. This will lead to automatic external customer satisfaction.

(b) Importance of Customer Satisfaction (Internal & External)
"A Different Perspective"
The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy. It requires a great deal of effort to induce satisfied customers to switch away from their current suppliers. Unfortunately, most marketing theory and practice center on the art of attracting new customers rather than retaining existing ones. The emphasis traditionally has been on making sales and transactions rather than building relationships. The focus has been on pre-selling and selling rather than on caring for the customer afterward.

Importance of retaining customers through customer satisfaction will be highlighted by discussing an example whereby a successful company can grow without any marketing effort. In fact, it will be suggested that such a company can eliminate the marketing department completely. It is found that this example generates a lot of discussion among the seminar participants and ultimately the participants realize the importance retaining customers with higher levels of customer satisfaction and effective after- sales-service. All employees play a key role in retaining customers. Similar there is a cost of internal customer dissatisfaction. When the work of the company is delayed or the quality suffers because one internal customer has not satisfied another internal customer, the cost of such an action ultimately results in the following :

Losing a customer
Increasing the cost of product or service of an organization which would ultimately result in losing a customer.
Low quality of service again resulting in losing a customer.

We hope after discussing this concept, the participants will increasingly become more aware of the need to increase internal customer satisfaction which can automatically result in higher level of external customer satisfaction. External customer satisfaction will be automatic with higher levels of internal customer satisfaction.

(a) Positive Attitude
To be effective, a manager not only needs to have a positive attitude but also needs to have the ability to generate positive attitude amongst his subordinates so that they are motivated to perform to the best of their ability. For internal and external customer satisfaction to take place, employees have to have a positive attitude towards the company, work, colleagues, customers and above all oneself. The areas that will be addressed are as follows :
(i) Importance of positive attitude
(ii) Building a positive attitude
(iii) Motivating yourself and others everyday.

(a) Communication
Effective communication is vital to corporate survival and success. Effective communications is one of the most basic skills that all employees of an organization, including managers and top management need for not only achieving corporate goals but also for personal development and advancement. Without effective communication skills, an employee will not be able convince his seniors of his ideas, a manager will not be able to articulate objectives in clear terms and a leader will not be able to motivate and influence his team to achieve corporate goals.

Capability to communicate effectively is absolutely essential to enable employees to contribute effectively towards achieving company goals. Technology is providing a number of differing means through which business can be conducted. The telephone is a medium of massive potential. It allows regular and close contact with the customer (internal and external) and provides timely feedback to ensure that the employee-with-employee, employee-with-customer and employee-with-vendors relationships remain positive. Talking to people is much more effective than written correspondence: it removes jargon and clever words which confuse and replaces them with an interactive dialogue that enhances understanding and satisfaction. Effective communication is vital to corporate survival and success and telephone is becoming the most important part of the communications strategy. In many areas, it is replacing post and personal contact as the most efficient way to communicate. Participants will learn how to use the telephone effectively to improve their own performance.

(b) Building Relationships with Internal customers
Good interpersonal relations between the employees helps getting things on time resulting in internal and external customer satisfaction. Good interpersonal skills are essential for achieving this. It is important what you say but how you say it is critical. Some simple thoughts on how to build relationships with internal customers will also be discussed.

(a) Delegation
One of the major reasons why managers are not effective is because they are afraid to delegate. This session will assist managers in understanding the benefits of delegation and how it can assist them in becoming more effective.

(a) Time Management
Even though, we all know time is important yet most of us do not how important it has become in the current high tech world. In today's world, the next source of competitive advantage for a company could lie in nano-seconds or minutes. The basic concept behind all the technological improvement is how to save time. In most organizations, more than 80% of the time is spent on activities which add no value. The ultimate goal of all organised activities is to create and add value greater than the cost of producing it. The results achieved will to a great extent depend on the way time is spent. Also, one of the greatest difficulties people face is how to manage their own time effectively.

This session is designed to motivate people to achieve better results and get more out of life by using time and talent effectively.

(b) "Reminders" - How they waste time?
According to the experience of our Director, Avinash Narula, "reminders" are the major time wasters in an organization. "Reminders" also waste the time of an individual irrespective of whether he is receiving a reminder or sending a reminder. As such, this session will discuss with examples about how "reminders" waste everybody's time and how tremendous amount of time can be saved just by eliminating and / or reducing the need for sending and receiving reminders.

(a) Team Building
With the globalisation of Indian economy, the level of competition is increasing at an exponential level. To meet the challenges of globalisation and increased competition, it is necessary that employees cooperate with each other in order to meet the challenges posed by fast changing technology and marketplace. In addition, the decision making is becoming more complex requiring the input of various people who have the expertise in different areas. As such, in most organizations it is no longer possible to work single handily. One requires persons from other functions and specializations to cooperate and collaborate to achieve the objectives of an organization. The employees of an organization have to work as a team to achieve success not only by themselves but also for the organization.

This session is designed to increase the importance and awareness of the benefits of teamwork in an organization among the participants and providing the necessary inputs to assist the participants to become effective team players.

(b) Leadership - Characteristics and Attributes
In order to be an effective manager, a manager should develop and acquire leadership skills. Characteristics and attributes that managers need to acquire in order to become effective leaders with be discussed. The contents will have an appropriate mix of theory and practical applications with more emphasis on the later. In order to make the program more interesting, we will incorporate some games/activities. The training program will be highly interactive, that is, participants will be involved in discussion.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
All managers in an organization should have a basic understanding of finance and accounts to enable them :

To effectively interact with their financial counterparts.
To manage their business in an effective manner. In order to manage a business effectively, financial understanding of the business is essential. For instance, a manager also needs to understand the cost structure of his business.
To make effective decisions. Effective decisions cannot be made unless the financial implications of various alternatives are thoroughly understood.
To make investments decisions.

This program is designed to make the participants under finance, accounting and management accounting principles so that they make use of them for effective decision making and profitable management of their business unit, division or department. Apart from theory, participants will also be made to practice on problems for better understanding.

Contents
The following key topics will be discussed :

Understanding of accounting concepts in financial statements and how the final accounts of a firm are made :
(a) Accounting entries including Debit/Credit
(b) Balance Sheet & Profit & Loss Account
(c) Depreciation
(d) Stock Valuation
Understanding of the concept of cash flows and the distinction between profitability and cash flows.
Importance of working capital and its management.
Use of financial ratios as key indicators.
Understanding of Management Accounting concepts for decision making.
(a) Types of costs
(b) Breakeven analysis - Relationship between costs, volume and profit
(c) Budgeting process
(d) Costing methods.
uation of investment projects
(a) Net Present Value

Our Director, Mr. Avinash Narula's experience suggests that knowledge and understanding of finance and accounting subjects improves the ability of a person not only to sell products and services but also their ideas both within and outside the organization. Also, understanding of principles of finance and accounting allows a person to understand the needs of the customer and provide an effective solution for the same. Understanding of financial and accounting concepts are critical where the marketing organization is involved in selling high value items or projects. In such cases, financial people of the buying organizations are involved and in order to interact with them as well as convince them of the financial viability of your product/project a thorough understanding of financial concepts is essential. Needless to say, no high value item or projects can be sold unless the customer can be convinced that it makes financial sense for him to do so.

Mr. Avinash Narula will use example from his work experience to highlight ways in which participants can use the financial knowledge to convince customers and to increase sales. A case study may also be used. Participants will be asked to make a small presentation as to how they will use the understanding of the subject in their current jobs.

SESSION 1 - Accounting

How to prepare a simple Balance Sheet and P&L Accounts to sell your products, services and ideas. The session will discuss accounting concepts, Debit Credit, Trial Balance, Assets, Liabilities, inventory valuation, rules of accounting, capital expenditure vs expenses, inventory management and control etc. The role of depreciation and the tax effect. In fact, participants will learn how to prepare a balance sheet and P&L account which will give them a good idea of how accounting works.

SESSION 2 -    Accounting
SESSION 3 -    Accounting
SESSION 4 -    Accounting

One of the problems that one encounters in selling an expensive product or capital goods is that customers sometimes are not able to understand why they should buy an expensive product. In such cases, they are looking at the upfront cost and not at the cost of operating the machine or using the capital goods over the life of the asset. Usually, a better quality asset costs more upfront and less in maintenance cost thus resulting in low cost over the long term. Participants will also learn to prepare the cost of product over its life time. This will help participants to overcome the objection of high price.

SESSION 5 - Management Accounting

Knowledge of different types of costs and their application. Fixed and variable costs and break-even analysis. Marginal cost. Cost allocation / apportionment. Cash flow vs profits. Risk & return. Comparison techniques.

SESSION 6 - Principles of Finance

Time value of money. Net Present Value. Importance of cash flows. Investment decisions - Payback, discounted cash flows, Net Present Value. Outsourcing decisions.

SESSION 7 - Principles of Finance
SESSION 8 - Presentation

Partcipants will be asked to make a short presentation of how they will use the understanding of finance, accounting and management accounting concepts in their current jobs to increase sales.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Most people think that what you need to present your ideas is a "gift of gab" and a fancy set of slides. This is far from the truth. Similarly, a large number of people believe that for effective writing you need a extensive vocabulary and in-depth knowledge of the rules of English grammar. No wonder, most people hate writing. Of course, these things help but what is more important is knowing and implementing the 80/20 rule of communicating ideas effectively. It is this 80/20 rule that is the most vital part of your presentation or writing which will convince others to adopt your ideas or buy your products and not the expensive colorful slide presentation you have made. In fact, implementing this 80/20 rule will automatically make your presentation or writing precise, convincing, of optimum length/duration, easily understandable, believable and interesting. You could end up killing a number of birds with just one stone.

This seminar is based on a book titled "80/20 rule of Communicating Your Ideas effectively" by Avinash Narula. Avinash Narula has made a habit of turning self experience into management lessons for others through his books. Review of Avinash's presentation by the chairman of the company he worked for in U.S. in 1989 became the basis of this book. After successfully using the concept himself for a number of years, he has shared this simple concept with participants in his training program with excellent results.

Objective
(a) To assist participants in making effective presentations to external customers so that they can convince their customers to buy their products and services as well as to convince them of their ideas.
(b) To assist participants in making effective presentations to internal customers so that they can convince their customers to buy their ideas.

(a) What is a good presentation?
The elements of a good presentation will be discussed which the participants will expected to keep in mind while preparing their presentation. Participants will be asked to point out some of the things that they did not like as well as like about some presentations made by others where they were part of the audience. Such a discussion will highlight what are the things they should be doing as well as some of the things they should not be doing while making presentations.

(b) The "S" Word
"S" here stands for the word "story."According to our Director (Faculty), Mr. Avinash Narula, lack of a proper story or flow is one of the major reasons why presentations / reports of are not convincing or effective. We believe that in making presentations, it is very essential to not only convince/persuade but also to maintain the interest of the reader. Apart from being logical, it is very important that the presentation has the right sequence.

(a) The Theme
It is also essential to establish / develop a theme of the presentation to make it more effective. In fact, it is suggested that based on the theme of the presentation, the presentation should be given a name / title. This will highlight to the audience where the presenter is going and what he wants to convey to the audience.

(b) The Structure of a Presentation
(a) Introduction
(b) Body
(c) Conclusion

One of the reasons why executives are not able to make effective presentations is that they do not follow the above structure. Understanding of the above will assist the audience to build the "story" effectively.

(a) Outlining
Most people start preparing a presentation without an outline which results in delays and lot of editing. We believe that "outlining" will make the preparation of the presentation easy and logical. It will also indicate gaps in the "story" or lack of information so that timely appropriate action can be taken to overcome the same.

(b) Preparing Outline
Participants will be taught how to prepare an outline keeping the structure in mind.

(a) Other Issues
(i) Planning and preparing quality presentations.
(ii) Preparing slides
(iii) Presentation aids and how to use them effectively
(iv) 3 "V" to effective delivery: Verbal, Visual, Vocal
(v) Knowing your audience
(vi) Anticipating questions
(vii) Rehearsing

We would like to give a presentation assignment which is related to the work of the participants. We would ask the participants to apply some of the important elements of making effective presentations all through the program.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
This training program is designed to assist participants to internalize the skills necessary to produce good, clear writing.

Basis
Most people think that what you need to present your ideas is a "gift of gab" and a fancy set of slides. This is far from the truth. Similarly, a large number of people believe that for effective writing you need a extensive vocabulary and in-depth knowledge of the rules of English grammar. No wonder, most people hate writing. Of course, these things help but what is more important is knowing and implementing the 80/20 rule of communicating ideas effectively. It is this 80/20 rule that is the most vital part of your presentation or writing which will convince others to adopt your ideas or buy your products and not the expensive colorful slide presentation you have made. In fact, implementing this 80/20 rule will automatically make your presentation or writing precise, convincing, of optimum length/duration, easily understandable, believable and interesting. You could end up killing a number of birds with just one stone.

Contents
Day 1

(a) Introduction
The importance and purpose of report writing.

(b) The "S" Word
"S" here stands for the word "story."According to our Director (Faculty), Mr. Avinash Narula, lack of a proper story or flow is one of the major reasons why reports of executives and students are not convincing or effective. We believe that in report writing this is very essential to not only convince/persuade but also to maintain the interest of the reader. Apart from being logical, it is very important that the report has the right sequence.

(c) The Structure of a Report

Introduction
Body
Conclusion

One of the reasons why executives and students are not able to write effective reports is that they do not follow the above structure. Also, the understanding of "transitions" which is absolutely necessary to maintain the flow from one paragraph to another.

(a) Outlining / Developing the Table of Contents
Most people start writing without a draft "Table of Contents" which results in delays and lot of editing. We believe that a tentative "Table of Contents" should be prepared which will make the writing of report easy and logical. It will also indicate gaps in the "story" or lack of information so that timely appropriate action can be taken to overcome the same. Participants will be taught how to prepare the same. The above will also assist the writer to determine what the contents of the report should be.

(a) The Writing Process

Planning
Deciding contents of the report
Drafting
Revising / Editing for consistency and accuracy
Finishing

(a) Other Issues in Report Writing

End notes / Footnotes
How to improve readability.
How to use visual aids effectively.
How to represent supporting data effectively.
Writing for a specific target audience.
Some tips on writing style.
Researching
Executive Summary
Formatting

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To turn the participants into TRUE BELIEVERS in the concept of "Customer is King."

Basis & Content
What started as a Rs. 9000 mistake by Avinash Narula in 1997 has turned into an enlightening concept of Customer Math. Shortly after he started his advertising business, he tried to save Rs. 9000 instead of trying to satisfy and retain the customer. Being well versed in accounting and finance, he realized that he had made the biggest mistake of his life. He realized that losing a customer is very costly. He became seriously interested in understanding the cost of losing a customer and ended up developing the concept of Customer Math - simple mathematics related to losing and retaining a customer.

You don't jump off a tall building in spite of the fact that no one has told you not to do so. Why? Because you BELIEVE that jumping of the tall building will harm you physically and financially. On the other hand, we ill-treat our customers in spite of the fact that we have been repeatedly told not to do so. There are thousands of books and articles written on the subject. Countless training programs and seminars are conducted everyday. Why is it still that we ill-treat our customers? The answer is simple. We DO NOT BELIEVE that taking care of the customer and retaining them will result in success in our business ventures and careers. If we believed in the concept of "Customer is King," we would not ill-treat the customer. If Avinash Narula was a BELIEVER, he would not have ill-treated his customer in 1997. If Avinash Narula had believed that customer satisfaction and retention was profitable, he would have not ill-treated his customer.

This is where Customer Math comes in. It brings you mathematical proof that will convince you that the customer is the undisputed "King" and that customer satisfaction and retention is the most profitable strategy you can adopt. The mathematics related to customers cannot be equated to what is learnt in schools and colleges. In the lexicon of Customer Math, 1 is not equal to 1. Customer Math formulae like 1=5, 1=3, 1=12, 1=10000, 10%=47%, 1=23, 5%=50%, and 91%=18% will prove to you that you can increase sales, market share and profit even after eliminating your sales and marketing team and doing away with your advertising agency. Find out how achieving higher levels of customer satisfaction can do wonders for your business, career, and soul.

So if you want to succeed in business or chart an exciting professional career, Customer Math will show you the way. For more information about the concept of Customer Math, visit www.customermath.com.

Objective
To convince participants that they need to say just 4 words to become leaders and successful.

Content
Avinash Narula believes that every person can be a leader. To become a leader all he has to say the four words, "I will do it." Without saying these words, a person can never achieve anything nor can he become a leader. DhiruBhai Ambani said that lets complete the Jamnagar refinery on time and they did it. Whether you say these words loudly or just say it in your mind, you have to say it to become a leader. A concept developed by Avinash Narula based on his experience.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.