CBP™ Customer Service Certification
CBP-02

Duration: 3 days
Course description:
In this certification program you will learn the meaning of Customer Service, understand the importance of Customer Service, identify and describe the fundamental communication skills required for Customer Service. This course culminates the fundamentals and skills that every person in the field of Customer Services should have.


Who would benefit:
Professionals who are committed to surpassing standards of excellence on all business levels where the function of customer service is involved.


Customer Service: Communication Skills
Customer Analysis: Knowing your Customer
Calming Upset Customers
Telephone Customer Service
Internet Customer Service Skills
Time Management Strategies


CBP™ Business Etiquette Series
CBP-03

Duration: 3 days
Course description:
The CBP™ Business Etiquette and Professionalism Certification develops the concept of business etiquette and the proper etiquette practices for different business scenarios. You will learn the etiquette requirements for meeting, entertaining, telephone and business interaction scenarios.



Who would benefit:
Professionals who are looking to learn about etiquette and proper conduct in today’s international business environment.


Meeting and Board-room to Protocol
Principles of Exceptional Work Behavior
Entertaining Etiquette
Multi-Cultural Challenges
Electronic and Internet Etiquette
Ethical Issues: Business challenge
Handling Sexuality at the Work place
Creating your Business Style and Professional Image


CBP™ Business Communication Certification
CBP-04

Duration: 3 days
Course description:
In this certification training course you will be provided the es- sential information and business skills required for effective verbal and non- verbal business communication. The CBP™ Business Communication certificate equips the business professional with the best communication practices and develops business communication as a discipline.


Who would benefit:
Professionals looking to learn the basics of effective communication in today’s business environment


Business Letter Writing
Types of Business Writing
Business Writing Styles
Writing for Special Circumstances
Communication Styles
Communicating Effectively
Keys to Powerful Presentations


Managing Time and Stress
FMB-01

Duration: 3 days
Course description:
The two topics of time management and stress management are often addressed together because they are so closely interrelated. Work can be very stressful at times and management studies have suggested that some roles at work have a wide mix of activities most of which cannot always be controlled or even predicted. This course will help you to reduce time wasted by using time planning techniques effectively and will show you how stress can be relieved.

Who would benefit:
Professionals from all sectors who seek to improve their time management and stress handling skills.


Time as one of the invaluable resources
Time wasters
Time interrupters
‘Smart’ planning techniques
Planning and goal setting
Delegating for time saving and to relieve stress
Memory aids for time management
Mind over matter


Creativity, Problem Solving & Decision Making
FMB-02

Duration: 3 days
Course description:
This course provides an insight into creative thinking processes to deal with routine and unexpected problems along leading to creative solutions. Very often the causes of problems are not what we think they are, and hence need to be identified in a proper manner. When the cause is identified, it calls for proper and effective decisions need to be made using the right tools.


Who would benefit:
Professionals from all sectors who seek to improve in the areas of creativity problem solving and decision making


Creativity concept
Creativity blocks
Creativity block busters
Role of creative thinking in problem solving and decision making
What is a problem?
Problem recognition
Problem analysis


Emotional Intelligence for Business
FMB-06

Duration: 2 days
Course description:
Emotional Intelligence is the ability or self-perceived ability to identify, assess and monitor the emotions of oneself, of others and of groups. This course aims to sharpen a leader’s emotional competencies and discover their inner world while attending to the needs of those they lead.




Who would benefit:
Teamleaders,supervisors and managers


The concept and importance of Emotional Intelligence
Impact of EI on business drivers
EI Models and competence frame work
Leadership effectiveness and EI main domains
Finding out where you are in the EI framework
Deciding what to change for the better
Targeting needed EQ competencies