Relationship management (core)

Corporate Programs SINGAPORE | VIETNAM | CHINA Relationship management | Communication | Executive Coaching | Influence & Persuasion | Training & Coaching

www.Amplify-Influence.com [email protected]

TRANSFORM YOUR LIFE | EXPERENTIAL TRAINING Many intelligent and highly capable individuals are losing opportunities, because they are unable to adapt and communicate their success. Hard and technical skills are important, but the way this is conveyed to their team, clients, and superiors may make the difference between an ok, good, or amazing job done. Deals, sales, and positive impact can be amplified with the right training.

PROGRAMS Programs

Our training is separated into 3 core competencies. Program details follow on the next pages.

(RM.21) Excellent Customer Service (RM.22) Mentalist 101: Client Service

Relationship Management

(RM.23) Winning over Difficult Clients & Situations (Advance)

(CM.31) Assertive Communications

(CM.32) Presentation Foundations (CM.32a) Delivering Complex Info Simply

Communication

(CM.33) Precise, Impactful, & Powerful Presentations (Advance) (CM.34) Mentalist 101: Team Communication

(SM.41) Sales System & Process

Sales Management

(SM.42) Be A Solutions Consultant (SM.41) Mentalist 101: Sales

WHAT OUR CLIENTS ARE SAYING “I’ve been selling for years. I never thought to break-down my “instincts” into such easy to read and share frameworks. I’m glad I hired Amplify-Influence for my whole sale team”. VP of Sales Market Research Firm

“Facilitating cross-cultural and cross-generational communication not only within a team/organization, but also in your personal life. I would recommend Amplify Influence’s seminars to any organization: Stéphane P, IT Manager Government of Canada

RELATIONSHIP MANAGEMENT RM.21 Foundation: Excellent Customer Service RM.22 Mentalist 101: Client Service RM.23 Advance: Winning Over Difficult Clients

RELATIONSHIP MANAGEMENT EXCELLENT CUSTOMER SERVICE

EXCELLENT CUSTOMER SERVICE Who Should Attend? Executives who engages clients in a daily basis: • Client Service Officers • Relationship Managers

About The Workshop Customer service is the of basic hall-mark of any good organization. Employees are often the front lines of the company. How they interact with their clients, during both the good and bad times, provides can be a major value-add or a significant detraction. As more products and services enter the market, some of the biggest value and premiumization is in the post-service. Firms that position themselves as partners, rather then “vendors”, will command that premium.

PROGRAM DETAILS Program: Excellent Customer Service Code: RM.21 Pax: 6 – 20 Length: 2 days Learning Objectives: 1. Understand customers expectations and desires 2. Understanding the best practices for personal customer services Schedule Day 1: • Intro: Attributes of World Class Customer Service • Self-Assessments best & worse case examples • Client Service System and Frameworks • Common pitfalls & issues • Client Expectations based on roles • Establishing effective feedback plans

This workshop is ideal for professionals who work with clients often. Not only do they include customer service managers and sales individuals, but also support staff like IT professionals, HR staff, account managers and project managers.

Day 2: • Effective account management • Uncovering hidden needs and presenting solutions • Developing value above & beyond • Role Playing • Future Planning

If your organization needs to up-its game or wishes to sharpen its skills in providing excellent customer service this workshop is for them.

*Note Program customizable to clients industry

RELATIONSHIP MANAGEMENT MENTALIST 101: Client Service PROGRAM DETAILS Program: Reading Clients Behaviours & Adjusting Code: RM.22 Pax: 6 – 20 Length: 1 or 2 days* Learning Objectives:** 1. Identify different types of behaviours clients may exhibit 2. Translate behaviour patterns to clients preferred communication styles 3. Adapting behaviour to maximize relationships • Rapport Building • Problem Solving • Tension de-escalation Schedule • Intro: Why Behaviour Profiling is essential • 12 Behaviour Profiles • Self-behaviour profile identification • Understand the different priorities clients have • Stress Factors that push clients away • Behaviour Adjustments to • To build trust and rapport • What clients expect • Future planning & implementation *2 day version is an extended version with more “hands on” experience to reinforce learning **Each participants gets a personalized 20pg report with exact steps to manage specific client types.

MENTALIST 101: CLIENT SERVICE READING CLIENTS PERSONALITY & STYLE

Who Should Attend? Executives who engages with many different clients: • Senior Relationship Managers • Senior Client Service representatives

About The Workshop Would you ever speak to your Japanese client in German? Or vice versa? Ridiculous as it may sound, many client facing executives, account managers, and experienced RMs act in similar manner. Quite often, they take just use one approach and communication style (their own) and apply it against a diverse set of clients and colleagues. If they are lucky it connects, if they are not rapport is lost very quickly. It is easy to overlook the fact that different individuals (including those of the same culture) may have VERY different communication styles and require very different ways to communicate. This program is designed to help participants gain a unique framework to understand their clients better. This frameworks helps them build better rapport, provide solutions more effectively, and shows them how to reduce tensions when they arise.

DEALING WITH DIFFICULT CLIENTS & SITUATIONS ADVANCE

RELATIONSHIP MANAGEMENT

WINNING OVER DIFFICULT CLIENTS & SITUATIONS

PROGRAM DETAILS

DEALING WITH DIFFICULT CLIENTS & SITUATIONS ADVANCE Who Should Attend? Executives who engages clients in a daily basis: • Client Service Officers • Relationship Managers • Sales individuals

Program: Dealing with Difficult Clients & Situations (Advance) Code: RM.23 Pax: 2 – 6* Length: 1 Day

For the advance and seasoned professional, this coaching can be very intense. Often reserved for senior executives, professional group coaching is now offered to those who have at least 5 years of working experience.

Topics • Re-establishing the lens & framework of conflicts • Empathy Mapping & increasing social awareness • Delivering difficult messages • Principles of Influence: Building it into your content • Identification of hyper stress/major conflict • Diffusing conflict to stress to collaborative • A lot of practice

As employees and executives grow in their career they will naturally face ever more challenging and complex relationship situations. Successful individuals often learn how to deal with them by accident, while others may have great mentors to guide them. These situations are sparked due to tough economic situations, rough relationships between vendors & clients, or even flair ups due to crosscommunication errors and personal issues. Sour negotiations, derailed projects, broken promises and internal mistrust are example of these complex situations. The various topics available are designed for quick execution and delivery when needed. The strength of this coaching is based on active participation and real-life reflection.

*Note This is best done for very experienced individuals. This program takes on the participants very explicit experiences to craft a highly engaging and specific program. Pre-work is required. Class sizes are customizable

Contact us for specific program catered to your needs.

COMMUNICATION CM.31 Foundation: Assertive Communication CM.32 Foundation: Presentations 101 CM.32a Foundation: Delivering Complex Info Simply CM.33 Advance: Precise, Impactful, and Powerful presentation CM.34 Mentalist 101: Internal Team Communications

COMMUNICATION

ASSERTIVE COMMUNICATION

ASSERTIVE COMMUNICATION Who Should Attend? Executives who are quieter or in supporting roles: • Tech individuals • Support staff in accounting, finance, logistics

From school to work life, expectations are massively different. From youth to adulthood we are taught to listen and follow without question. This is good for school, but bad for your career. To make it in the professional world one must be able to demonstrate authority to clients and superiors. This starts with being assertive and being able to confidently communicate your own thoughts and feelings. There is a fine line between aggression and assertiveness. Many professional fear that they may cross this line and thus often remain silent. We will make a clear distinction and give clear steps that professional can take. This course has been taught to many professionals who are expert in their world but struggle to demonstrate authority. This is designed to specifically empower professionals so that they can articulate their ideas, thoughts, feelings and value. Assertiveness is the first step for many professionals to take charge of their career and to begin to impress those around them.

PROGRAM DETAILS Program: Assertive Communication Code: CM.31 Pax: 6 – 20 Length: 2 days Learning Objectives: 1. Develop skills to articulate ideas, thoughts, feelings and values directly 2. Manage stress & anxiety when it comes to assertive communication 3. Develop self-awareness and limiting factors Schedule Day 1: • Why Assertive communication is critical • Framework for Assertive Communication • Assessing oneself • Advice Column: Practicing Assertiveness • Assertive Techniques & Process • Video Practice • Homework Day 2: • Formula for assertive responses • Core Principles • Non-Verbal communication patterns • Dealing with anxiety • Live practice & observations • Future planning

COMMUNICATION PRESENTATION SKILLS: FOUNDATION PROGRAM DETAILS Program: Precise, Impact, & Powerful Code: CM.32 Pax: 6 – 20 Length: 2 days Learning Objectives: 1. Understand what makes a Precise, Impactful, and Powerful presentation 2. Develop capabilities to develop PIP presentation Schedule Day 1: Design & Develop • Attributes of a PIP presenter • 6 Different Objectives of a presentation • Understand the audience • Presentation Structure • Engaging Story Telling: T-Spare Model • Presentation Mistakes Day 2: Present & Deliver • Win the Crowd: Positive First Impressions • Establishing authority (3C’s to credibility) • Getting comfortable on stage • Body Language, Voice, and Pace • Practice

PRESENTATION SKILLS FOUNDATION SKILLS

Who Should Attend? Executives who must communicate in a stage and group setting such as: • Present to internal stakeholders (managers, employees, peers) • Present to clients and prospective clients

About the Workshop Too many projects and ideas fail, not due to its merits but instead in how it was delivered. Many experts focus on perfecting their technical craft, which is what makes them successful, yet, they seem to constantly hit a plateau. The problems often lie in the: • Presentation Structure • Presentation Objective • Audience relevance • Delivery Due to these challenges they often stuck fail to leave a good impression and lose credibility to their audience.

This workshop is designed to ensure participants have a good foundation to designing, developing, and delivering a strong presentation.

PRECISE, IMPACTFUL, POWERFUL (PIP) PRESENTATION ADVANCE

COMMUNICATION

DELIVERING COMPLEX INFO SIMPLY

PROGRAM DETAILS Program: Delivering Complex Info Simply Code: CM.32a Pax: 6 – 15 Length: 1 day Learning Objectives: 1. Break information down into simplified logical manner 2. Develop skills to speak “plainly” 3. Adot the T-Spare method to deliver a message

Schedule Morning: • Assessing one’s capabilities • Breaking down complex info • Logic in writing, thought, and sharing • Grouping & Chunking ideas • Speak simply • Transferring ideas into plain language • Development of Metaphors Afternoon • T-Spare method of delivering information • The power of the structure • Practice • Future planning

DELIVERING COMPLEX INFO SIMPLY Technical and highly specialized language can be very efficient and effective, if the other side understands you. In today’s context, many Subject Matter Experts (‘SME’) are interacting and working with those outside of their direct sphere of knowledge. This means that the audience does not have the same background knowledge as the SME, or may have their own complete different set of rules. This program shows participants how to break down complex information in easy to digest manner. Participants learn how to group their ideas in a variety of logical ways. Participants then learn how to transform ideas into a more “common language” to speak across a variety of audiences, including business leaders, clientele, and other colleagues.

The program then focuses on a powerful Framework to construct their message in a manner to increase effectiveness and relevancy.

COMMUNICATION PRECISE, IMPACTFUL, POWERFUL PRESENTATION (ADVANCE) PRECISE, IMPACTFUL, & POWERFUL PRESENTATION ADVANCE Who Should Attend? Executives who are confident on stage, but wish to really “WOW” their audience. These individuals have experience speaking to crowds but wants expert teaching on how to take it to the next level.

Like a top athlete, once you get master the basics, increasing performance to the top is very difficult. This process is often incremental, requiring time, awareness, and persistence. It is about honing one’s skills, being cognitive of any gaps, and testing new strategies. At this advance level, the participants are already comfortable on stage. They can hold the audiences attention and leave them feeling satisfied. They are looking for Expert Presenters to help them standout in a crowd of good speakers. This program is often conducted in intimate or 1 to 1 sessions to maximize effectiveness. Although a lot of concepts and techniques will be shared, the value will be in zeroing on a specific area the participants want to improve.

PROGRAM DETAILS Program: Precise, Impactful, & Powerful (advance) Code: CM.33 Pax: 1 – 10 Length: Customizable Topics • Inspiring the crowd from the get go • Eloquence in delivery • Driving home the message and ensuring retention • Waking up a sleepy audience • Dealing with disruptors and volatility • Stacking principles of Influence in your content • Motivating the audience • Communicating with Visual Aids (non-digital)

*Note* Please contact us directly about this program. This is not for average management and staff who are unsure, quiet, or unstructured. This program is tailored for the presenters who are comfortable on stage.

COMMUNICATION

MENTALSIT 101: Internal Communication PROGRAM DETAILS Program: Reading Clients Behaviours & Adjusting Code: CM.34 Pax: 6 – 20 Length: 1 or 2 days* Learning Objectives:** 1. Identify different types of behaviours clients may exhibit 2. Translate behaviour patterns to clients preferred communication styles 3. Adapting behaviour to maximize relationships Schedule • Intro: Why Behaviour Profiling is essential • 12 Behaviour Profiles • Self-behaviour profile identification • Motivating Factors for colleagues • Stress Factors that causes internal conflicts • Behaviour Adjustments to • Build deeper connection • Leveraging each others strength • Defuse tense situations • Future planning & implementation *Special personalized 20page report generated for each participating.

MENTALIST 101: INTERNAL COMMUNICATION LEVERAGE TEAM STRENGTHS Who Should Attend? Executives who works in teams: • Team staff • Managers

About The Workshop Would you ever speak to your Japanese colleague in German? Or vice versa?

Ridiculous as it may sound, many staff members act in this manner. Quite often, they take just use one approach and communication style (their own) and apply it against a diverse set of colleagues. This often causes undue stress and reduce significantly the teams productivity. Management is reduced to managing conflict or bringing teams together. This program teaches employees the different behaviours and personalities teammates have. It shows ways to effective work collaboratively, have fun, and be much more productive. This program is designed to help teams better understand the different communication styles their peers prefer. We teach a very powerful framework to analyse others and how staff can adopt different communication styles to maximize the productivity, grow relationships, and diffuse work tensions.


SALES MANAGEMENT SM.41 Sales Foundation: Sales Process SM.41 Sales Foundation: Solutions Consultant SM.43 Mentalist 101: Selling to different Buying Personalities

SALES MANAGEMENT

SALES FOUNDATION: Sales Processes SALES FOUNDATION THE SALES PROCESSES

DEALING WITHPROGRAM DIFFICULT DETAILS CLIENTS & SITUATIONS ADVANCE

Who Should Attend? Executives who works in teams: • Sales staff • Sales managers

About The Workshop The most effective sales individuals are not those who “Push” products. Constant research has shown that the best sales people are those who “Help clients to BUY”. This shift in mentality and approach changes the sales relationship and ensure that you can achieve higher sales value over a clients lifetime. This training program will be teaching a unique methodology and framework to identify the clients needs and helping them buy. Clients who have successfully implemented this program has often seen sales growth increase significantly because it brings customers back repeatedly and they bring in new clients constantly.

Program: Sales Foundation Code: SM.41 Pax: 6 – 20 Length: 1 Learning Objectives:** 1. Develop a personal system to increase a sales person personal effectiveness 2. Understand the key activities you must do to move the client through the sale funnel 3. How to overturn objections on the phone Schedule Iintroduction 1. Why develop a personal sales system 2. Understand the sale funnel 3. Sales Visit Checklist 1. Pre-visit 2. Visit 3. Post-Visit 4. Sales Email checklist 5. Sales Call process 1. Find the right buyer 2. Establish a meeting 3. Turning over rejections

SALES MANAGEMENT

SALES FOUNDATION: SOLUTION CONSULTANT PROGRAM DETAILS

SALES FOUNDATION SOLUTION CONSULTANT

Program: Sales Foundation Code: SM.42 Pax: 6 – 20 Length: 1 Learning Objectives:** 1. Become a consultant / not a salesman 2. How to ask the effective questions to learn more about the clients underlying problems 3. Presenting your product/services as a key solution to the clients needs

Who Should Attend? Executives who works in teams: • Sales staff • Sales managers

Schedule Introduction 1. The profile of the best and worse salesman 2. Helping clients buy Effective Questioning to: • Learn to understand clients Situation • Identify Clients problems • Pinpoint and highlight the problems implications • Narrow down and identify key client Needs Matching Needs with Solution 1. Offering Solutions to match those needs 2. Building an effective referral program

This shift in mentality and approach changes the sales relationship and ensure that you can achieve higher sales value over a clients lifetime.

About The Workshop The most effective sales individuals are not those who “Push” products. Constant research has shown that the best sales people are those who “Help clients to BUY”.

This training program will be teaching a unique methodology and framework to identify the clients needs and helping them buy. Clients who have successfully implemented this program has often seen sales growth increase significantly because it brings customers back repeatedly and they bring in new clients constantly.


RELATIONSHIP MANAGEMENT MENTALIST 101: PROGRAM DETAILS Program: Selling to different Personalities Code: SM.42 Pax: 6 – 20 Length: 1 or 2 days* Learning Objectives:** 1. Identify different types of behaviours clients may exhibit 2. Understanding each clients unique problems 3. Understand how clients evaluate sales solutions 4. Selling to clients the way they want to be sold Schedule • Intro: Why Behaviour Profiling is essential • 12 Buyers Behaviour Profiles • Understand how each buyer evaluates opportunities • Major mistakes sales make per personality profle • A lot of practice

MENTALIST 101: SALES

SELLING TO DIFFERENT PERSONALITIES Who Should Attend? Executives who engages with many different clients: • Experience sales individuals • Non-transactional sales individuals

About The Workshop Your sales person has arranged a meeting with 4 different clients during the week. They are all in the exact same industry, same culture, and are effectively competitors. Yet when your sales person arrives, they can only really connect with 1 and really loses out on the other 3. This is a common occurance as many sales people do not adjust their sales and communications style to help their customers buyer. They rely on 1 style of speaking and this causes them to lose the client. This program will teach sales people to identify the 4 different buyer personalities and how to sell them. In this program they will work on selling to: 1. Fast, moving business driven buyer 2. The analytical and skeptical buyer 3. The visionary 4. The gatekeeper


Corporate Programs SINGAPORE | VIETNAM | CHINA Relationship management | Communication | Executive Coaching | Influence & Persuasion | Training & Coaching

www.Amplify-Influence.com [email protected]

KIMBLE NGO FOUNDER & TRAINER Kimble founded Amplify Influence and is the lead trainer. His insights and expertise is drawn from working as a Relationship Manager in Investment Banking

and his experience general management. The Canadian/Vietnamese perspective mixed with global experience from Singapore to Mexico brings insights and depths into how we can work better.

Languages: English

Highlight: Investment Banking, GM of Beverage Company, & Start-up Executives Coaching Specialty: Personal communications, Cross-Cultural

Helping executives stand out from the crowd, he starts from a base of perspectives taking and empathy, he focuses on applied strategies to communicate, connect, problem solve, and inspire with his clients. The trainings lead professionals to become more engaged at work, smash sales targets, communicate effectively, and have a true sense of empowerment.

Training, Influence & Persuasion, Critical Thinking,

Presentation Skills

Kimble has delivered trainings & presentations from intimate sessions to crowds of hundreds. CEO, High Commissioners, and the average person have all been inspired and empowered by Kimble.

VERONICA PANG FOUNDER & TRAINER Veronica has over 30 years of senior executive experience in the financial industry. Her Investment Banking experience was in JPM & National Westminster Bank managing equity warrant book, equity sales, and panderivatives marketing. She transferred her skills into her roles as Senior Relationship Manager in the Private Banking divisions of Goldman Sachs, Morgan Stanley, and UBS managing Ultra High Net Worth Clients.

Languages: English & Mandarin

Veronica focuses on competency skills that takes an “average banker” to the

Highlight: 30 years in finance (Investment

next levels. These are focused on advance skills in sales, client

Banking and Private Banking)

relationship management, rapport building, crisis management and other skills essential to working with powerful and influential individuals.

Specialty: Customer Relationship, Sales, Financial Advisory, Communication, and Customer Rapport Building

CONTACT US Kimble Ngo [email protected] +84 1677 599 034 (VN) +65 9452 8810 (SG)

Veronica Pang [email protected] +65 9730 9055 (SG)