A close relationship with key strategic customers is the ultimate competitive advantage a company can achieve. Studies show that professional Key Account Management (KAM) leads to strong, long-term customer loyalty and a significant increase in profits. Successful KAM requires aligning your entire organization, including its strategy, processes, structures and people, with Key Accounts´ requirements.

SEMINAR CONTENT

Your Benefits: The participants will learn how to …

• Build and manage the relationship with key customers as a long-term approach to build customer loyalty and increase profits.
• Segment customers based on their attractiveness and profit potential.
• Align the entire organization with Key Accounts´ requirements.
• Develop and implement effective Key Account plans.
• Calculate the return on investment (ROI) for their company and the Key Accounts.

 

Contents

• Why strategic Key Account Management
  • Providing added value for the customer and your organization
  • Strengthening customer loyalty and your organization´s competitive position
• Stages in introducing KAM
• Selecting strategic customers based on a list of criteria
  • Hard and soft criteria
• Types of Key Account Management
  • Slim KAM and strategic partnership
  • International KAM
• Key Account Analysis and Planning
  • Analyzing customer needs and purchasing processe
  • Analyzing the customer´s market position and competitive powe
  • Analyzing your situation as a supplier
  • Developing attractive offerings and a cooperation strategy
• Integrating KAM into your organization
  • Front-end and back-end organization
  • KAM as a line, matrix and staff function
• Establishing effective Key Account Management processes and systems
• Selecting and qualifying Key Account Managers
• Managing Key Account teams
• Remuneration and incentive systems
• KAM Controlling

Successful negotiations consider the needs of all parties and creating win-win solutions strengthen our business relationships on short and long term. During the training you will gain more strength and confidence for negotiations to achieve your targets and build strong relationships with your business partners. You will learn how to overcome the battle for positions but to create win-win situations.

SEMINAR CONTENT

• Preparation of negotiation talks
• Reflection of personal negotiation style
• Analysis and strategy
• Structuring negotiation talks
• Leading conversations target orientated
• Confidence and competence in critical talks on the phone
• Work out the negotiation partners interests and needs
• Being convincing using strong arguments
• Developing options to achieve a win-win solution
• Dealing with objections
• Dealing with difficult negotiation partners

Communicating is more than just speaking or hearing and happens even without any words or sounds. It is about saying and listening, observing and perceiving. In this course you will learn about communication models and how to apply them to your communication style. You will get an understanding of the roots of misunderstandings and learn how to avoid them.

SEMINAR CONTENT

• Communication models
• Active listening
• Leading by asking
• Transaction analysis
• I-message instead of You-messages
• Communicating in person and on the phone
• Basic bodylanguage
• How you see yourself and how others see you
• Preparing, Leading, Closing of conversations

Everyone experience challenges with stress at some point in life and an inner alarm system immediatly releases a burst of hormones to fuel one’s capacity for a response. Unfortunately, the nonstop stress of modern life means that the alarm system rarely shuts off, all too often your body is constantly on high alert. Over time, high levels of stress lead to serious health problems, reduce life span and one’s own happyness and effectiveness.

That’s why stress management is so important. Don’t wait until stress has a negative impact on your health, relationships or quality of life. Start practicing a range of stress management techniques today because stress management gives you a range of tools to reset your alarm system.

SEMINAR CONTENT

Your new stress management program

• simply enjoy: master your daily life with a range of effective and scientifically proven
• stress management techniques
• instant relaxation: learn simple to use stress relief and relaxation techniques
• master your mind: apply powerful cognitive behavioral therapy techniques and develop new, healthier and more optimistic perspectives on life
• easy going: find your own way out of stress routines for an effective, sustainable and healthier living
• foster performance: become “strong and young” again, connect to inner joy and intrinsic motivation and develop the ability of effortless action

Leading without direct line authority is a particular challenge. Without formal power, you need to influence colleagues and peers. In order to succeed, you need to have task-related expertise as well as personal competence. Together we are going to analyze during this one-day training how you can fufill this role as effectively as possible. We highlight topics like communication, motivation, feedback, resolving conflicts and identification with your role.

SEMINAR CONTENT

Basics of lateral leadership

• Which leadership tools to use?
• Leading cooperatively and acting situationally
• How do I secure recognition and acceptance?
• How to manage my role with self-confidence

 

Communication as crucial leadership tool

• How to delegate appropriately in a result-oriented manner
• How to give feedback – the right way
• Leadership communication: constructive and motivating

 

Positions, Roles and Personalities in the team

• Different roles and personalities
• How to influence teams in a positive way: How to motivate team members?
• How to gain acceptance from all team members

 

Dealing with difficult situations

• How to get demotivated team members back on board
• How to identify and manage stakeholders
• How to prevent and resolve conflicts
• How to avoid typical mistakes

Whether we like it or not: emotions guide our thoughts and actions. How to deal with emotions in a constructive way is crucial for leaders. In this seminar we look at how to improve your perception and handling of your emotions: to learn how to control our emotions instead of being controlled by them. Participants will be more sensitive to recognize emotions of their direct reports and to deal with them appropriately, so that different characters and situations are taken care of. This quality of self-leadership and empathy will increase your believability and credibility as a leader so that your leadership behavior is more effective.

SEMINAR CONTENT

• What makes people tick: basics about motivation and behavioral patterns
• What exactly are soft skills, social and emotional competence?
• When exactly do we react emotionally?
• What triggers emotions, why do we have emotions?
• Basic emotions
• Perceiving, understanding, controlling own emotions as foundation for emotional competence
• Ability to verbalize own emotions appropriately, as prerequisite for positive interactions
• Empathy: how to diagnose and interpret emotions in others
• How to live and work with own emotions and others’ emotions
• How to deal with emotional reactions in change processes

From within the team to being the manager of the team: with your new position you are facing numerous challenges. You now need to lead your former colleagues. At the same time, you need to fulfil the expectations and objectives from higher management. In order to enable your direct reports to reach their objectives and in order to empower and motivate your direct reports, you need to know which behaviors and strategy are key. Right from the beginning. Master the transition optimally so that you position yourself as a leader successfully as soon as possible.

Practice your new role together with other line managers facing similar challenges. Learn how to define yourself in your new role as line manager.

SEMINAR CONTENT

Your new leadership role

• master the transition: what tasks and challenges are you facing? learn about different leadership styles and how to use them situationally
• develop your own leadership style

 

Crucial leadership tools

• agreement on goals and goal conversations
• One-on-Ones as important leadership tool
• clarify expectations on both sides, secure acceptance

 

Challenging situations

• first 100 days: avoid typical mistakes
• from colleague to boss: potential difficulties imminent to role transition
• how to delegate to former colleagues
• balance between trust and control
• leadership communication in difficult situations: giving and receiving feedback
• diagnosing, analyzing and resolving conflicts
• do’s and dont’s

 

Foster performance

• foster your direct reports’ potential: bringing the best out of everyone
• motivation: what triggers your direct reports?

Zunehmend sind Mitarbeiter/innen von Empfang und Telefonzentrale mit Situationen konfrontiert, in denen sie zunehmend in der englischen Sprache kommunizieren müssen.

Dieser Tagesworkshop richtet sich speziell an die Bedürfnisse dieser Mitarbeiter. Sie frischen Ihre Kenntnisse auf und mittels typischen englischen Redewendungen lernen Sie mit diesen Situationen professionell umzugehen. Die Teilnehmer erhalten ein Handout mit zahlreichen Formulierungshilfen und Fallbeispielen.

Es werden speziell auf Ihre Anforderungen abgestimmte Situationen der Kommunikation trainiert. Sie lernen, wie man korrekt und formvollendet verbindet, sich entschuldigt, vertröstet, zurückruft und Termine ausmacht. Das gibt Ihnen Sicherheit für die Praxis, das Erlernte wird durch umfangreiche praktische Übungen vertieft.

SEMINARINHALTE

• Wie Sie sich höflich und korrekt melden
• Was Sie einem schnell und undeutlich sprechenden Anrufer sagen können
• Das Erfragen von Namen und Anrufgrund
• Die wirklich wichtigen Begriffe, die Sie bei internationalen Telefonaten beherrschen müssen
• Buchstabieren auf Englisch (Mail, Namen und Webadressen)
• Wie Sie Ihr Anliegen klar und verständlich vorbringen
• Floskeln, für unterschiedliche Situationen, die Ihnen Sicherheit geben
• Was Sie machen können, wenn Sie mal nicht weiter wissen

A close relationship with key strategic customers is the ultimate competitive advantage a company can achieve. Studies show that professional Key Account Management (KAM) leads to strong, long-term customer loyalty and a significant increase in profits. Successful KAM requires aligning your entire organization, including its strategy, processes, structures and people, with Key Accounts´ requirements.

SEMINAR CONTENT

Your Benefits: The participants will learn how to …

• Build and manage the relationship with key customers as a long-term approach to build customer loyalty and increase profits.
• Segment customers based on their attractiveness and profit potential.
• Align the entire organization with Key Accounts´ requirements.
• Develop and implement effective Key Account plans.
• Calculate the return on investment (ROI) for their company and the Key Accounts.

 

Contents

• Why strategic Key Account Management
  • Providing added value for the customer and your organization
  • Strengthening customer loyalty and your organization´s competitive position
• Stages in introducing KAM
• Selecting strategic customers based on a list of criteria
  • Hard and soft criteria
• Types of Key Account Management
  • Slim KAM and strategic partnership
  • International KAM
• Key Account Analysis and Planning
  • Analyzing customer needs and purchasing processe
  • Analyzing the customer´s market position and competitive powe
  • Analyzing your situation as a supplier
  • Developing attractive offerings and a cooperation strategy
• Integrating KAM into your organization
  • Front-end and back-end organization
  • KAM as a line, matrix and staff function
• Establishing effective Key Account Management processes and systems
• Selecting and qualifying Key Account Managers
• Managing Key Account teams
• Remuneration and incentive systems
• KAM Controlling

If you work in an organisation meetings are an essential part of your work. At the same time inefficient meetings with little outcome but high time investment decrease the motivation of the attendees to participate in a constructive manner. In this training you will learn how to lead meetings efficiently and effectively – from planning to following up.

SEMINAR CONTENT

• Planning and preparation as key factors
• Defining the outcome
• Working effectively with the agenda
• Communications skills for leaders of meetings
• Leading in communication
• Dealing with difficult participants
• Working with visualisation
• Time management
• Keeping minutes efficiently
• Defining, delegating and follow up of action items