al markaz proposal 2

8/8/2019 Al Markaz Proposal 2

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About BlueLink Business Solutions:

BlueLink - Training & HRD Consultancy Unit is part of BlueLink Business Solutions

focusing into operations and services provision to high level of quality and professional

standards relying on extensive experiences and excellent networks in accordance with

international best practices.

BlueLink - Training & HRD Consultancy provides a wide range of training programs aiming

to enable our clients to maximize their potential by gaining or refining their management

skills.

Our team of highly skilled and experienced trainers and consultants have all had

distinguished careers in management roles and bring with them a wealth of practical

experience to each course.

At BlueLink - Training & HRD Consultancy we design and deliver a solution that suits your

specific needs, addressing the issues and requirements from your training brief that best fits

your culture, learning style and ways of working. Moreover, to complement our services to

the variety of industries and business segments we serve, we have expanded our partnerships

and strategic alliances in Kuwait and Globally.

We believe that training should be fun, highly interactive and provide ´real worldµ Practical

techniques and methods that you can use back in the office ² and that·s exactly what we

provide.

We are confident that you will find in our training solutions and services the quality and variety you expect. And we, BlueLink, hope to be your Success Partner in 2010 and the

many years to come.



BlueLink Business Solutions 2010 ©

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About Al Markaz Law Firm:

Located in the heart of down town Kuwait City, Al Markaz Law Firm is a unique grouping

of specialized multi-lingual international and local attorneys. We provide clients with a

breadth of legal expertise in the corporate and financial spheres that few local firms can

match.

The origins of Al Markaz Law Firm date back to 1983, when Mr. Fawwaz Abd-Allah Al

Saeed established a new firm in Kuwait with the objective of providing outstanding legal

service to corporate clients. Mr. Fawwaz is a highly regarded Kuwaiti attorney and former

President of the Kuwaiti Bar Association.

The firm has experienced sustained growth since its inception, partnering with a client base

of blue chip Kuwaiti and foreign corporations. Al Markaz·s clients include large publicly held

corporations, investment banking and brokerage firms, investment funds, private equity firms and institutional investors.

The firm has a proud history of complex litigation matters in the areas of both traditional

court proceedings and arbitration. We provide a full range of corporate and financial legal

services, including in the areas of construction, oil and gas and insolvency.

Al Markaz corporate and litigation teams have recently worked together in the restructuring

of some of Kuwait·s largest investment companies. Al Markaz role has included liaison with

relevant stakeholders, including the Kuwaiti Government. On other fronts we have been

busy assisting US military contractors in establishing their sponsorship and other

relationships in Kuwait. We have used our funds management expertise to assist clients in

establishing offshore investment funds in various jurisdictions around the world.

The firm has witnessed the transition of the Gulf Region to a center of commerce, finance

and investment. We have a strong network of affiliated firms in the Gulf Region allowing us

to offer legal services in other jurisdictions besides Kuwait.




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Al Markaz Training & Development Needs:

According to the information presented by Al Markaz HR Management, we believe that Al

Markaz management is looking for performance enhancement solutions that are expertly

designed to overcome the most common business challenges facing the organization in the

areas of communication and customer care. BlueLink Business Solutions hereby proposesthe most ideal, comprehensive solution for the following challenges (Business Needs):

Customer care and communication skills key actions:

Professional business writing techniques Listening skills Creating and enhancing a service culture. Effectively meeting customer needs. Building productive customer relationships. Enhancing the level of customers' satisfaction and loyalty. Examine decisions from the perspective of the customer before acting.

Approach customers knowing that they have other options in the market. Share information with others on the direction of the organization. Effectively address customer issues or complaints. Communicate customer needs and suggestions for addressing them to

appropriate others to bring about changes that will better meet customer needs. Encourage others to be highly responsive to customer needs. Seek information to understand customers· needs and develop appropriate

solutions. Plan on how to meet needs quickly and effectively. Consider customer needs when developing products or services to ensure that

needs are met. Stay in close touch with customers to gather and share information. Follow up with customers to make sure needs are being met. Invite customers to participate in social activities to establish better relationships.

Interpersonal skills key actions:

Trust and respect other team members Build continuous learning environment and abilities Using effective time and stress management techniques Share information with colleagues, clients and managers in appropriate way

Al Markaz HR management has identified the training needs listed above for the year 2010

and asked BlueLink Business Solutions to submit a proposal as per the following conditions:

y The training courses will be conducted at Al Markaz premises.

y The classes will be conducted exclusively to Al Markaz employees.

y Professional skills courses to be delivered by a bi-lingual trainers

y Attendance should be monitored by the training facilitator and communicated to Al Markaz on a daily basis.



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Proposed Solutions:

Al Markaz management needs to conduct professional and international standard training workshops for professional, interpersonal and customer care skills in order to meet the business needs and objectives:

o Enhance the performance level of the staff o Decrease the employees turnovero Increase customers satisfactiono Maintain existing customers and expanding the market shareo Build trust and healthy communication work environment

WorkshopsHandling

Customers

Building

Customer

Loyalty

Communi

ation Sk ills

Listening

Sk ills

Business

Writing

Aligning

Performan

ce for

Flexi¡

ility

¢

ffecti £e Communication Sk ills O O O

Problem Sol £ing & Time, Stress Management O

Team Participation & Building Self-¢

steem O O O

Critical ¢

lements of Customer Serv ice O O O O

Business Writing that Works O O

Associated¤

ompetencies




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Workshops Outlines:

1) General Development Workshops

Workshops Duration

Effective Communication Skills 6 Hours

Problem Solving & Time, Stress Management 6 Hours

Team Participation & Building Self-Esteem 6 Hours

Critical Elements of Customer Service 6 Hours

Business Writing that Works 6 Hours

Total Duration 30 Hours

2) Specialized (Functional) Workshops

Workshops Duration

Receptionists Skills & Business Etiquette 10 Hours




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Eff ective Communication Skills

Workshop Overview:

Have you ever wondered why it seems so difficult to talk with some people and so easy to

talk with others? Can you recall an occasion where you met someone for the first time and

immediately liked that person? Something about the individual made you feel comfortable. A

major goal of this workshop is to help the participants understand the impact their

communication skills have on other people, and how improving these skills can make it

easier for them to get along in the workplace.

Workshop Outlines:

Introduction and Overview

Developing Effective Communication Skills

Presenting a Professional Image

The Ten Commandments of Positive Relationships

What is a Skilled Communicator?

Communication Barriers

Asking Questions

Listening Skills

Remembering Names

Body Language

Non-verbal Communication Skills

V erbal Communication Skills

Choice of Words

Frame of Reference

Five Approaches to Relationships

Telephone Techniques




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Problem Solving & Time, Stress Management

Workshop Overview:

Time is money, the adage goes, and lots of it gets lost in disorganization and disruption. This

workshop helps the participants organize and prioritize for greater workplace efficiency. They will learn to get a grip on their office space, organize the work flow, learn how use

their planner effectively, say no without guilt, and delegate some of the work to other

people. This training workshop is full of ideas for organizing the work area and paperwork

and working on the ´rightµ things.

Furthermore, this workshop will explore the harmful long-term effects of stress on our

mental and physical health and provide suggestions for managing our individual stresses

more effectively. Strategies may include changes in lifestyle, stress management techniques

such as relaxation and exercise. In addition, this workshop should help you reconstruct your

efforts and learn new ways to approach problem-solving, and develop practical ways to solvesome of your most pressing problems and reach win-win decisions.

Workshop Outlines:


Left Brain/Right Brain

Case Study: Another Day at the Office

Organizing your Workspace

Organizing Files for Retrieval

o Sorting Based on File Type

o The Batching Technique

Delegation

Set a Ritual

How Does Stress Affect Us?

What is Stress About?

Stress and Time

The Stress Tax

Stress Management Strategies

The Problem-Solving Model

A Problem-Solving Toolkit

Fishbone Analysis Facts vs. Information

Decision-Making Traps

A Personal Action Plan




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Team Participation & Building Self-Esteem

Workshop Overview:

Teams have become a principal building block of the strategy of successful organizations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other

similar goals, teams are the central methodology of most organizations in the private, non-

profit, and government sectors.

During workshop, the participants will learn how to turn the destructive cycle of low self-

esteem around. Learn how to make a positive first impression, connect with people, identify

distorted thoughts, and turn negative thinking into positive thinking. This workshop won·t

kill that inner critic, but it will help you get some control over it.

Workshop Outlines:

Defining Teams

Establishing Team Norms

Working as a Team

Glenn Parker Team Survey

Building Team Trust

The Stages of Team Development

The TOR I Model

Becoming a Good Team Player

Building Your Self Esteem

Fake it ¶til You Make It

Increasing our Self Esteem

Self Confidence

Behavior Cost-Benefit Analysis

Passing out Compliments

Workshop Wrap-Up




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Critical Elements of Customer Service

Workshop Overview:

This workshop is for any employee who deals with the public or who serves those who dodeal with the public. Customer service skills can increase your value to your company and

advance your career at the same time.

Workshop Outlines:

Introduction and Course Overview

What is Customer Service?

Who Are Your Customers?

Meeting Expectations

First Impressions

Presenting Yourself Properly

Setting Goals and Targets

Standards

Communication

Telephone Techniques

Managing the Talkative Caller

Dealing With Difficult Callers

Dealing With Challenges

Increasing Your Assertiveness

Dealing With Difficult People

Dealing With Conflict

The Problem-Solving Process

Seven Steps to Customer Problem Solving

The Recovery Process

Eliminating Customer Service Problems

Service PR IDE is a Team Effort

Doing Your Part

Dealing with Stress

Workshop Wrap-Up




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Business Writing that Works

Workshop Overview:

We all know what good writing is. It·s the novel we can·t put down, the poem we neverforgot, and the speech that changes the way we look at the world. Good writing is the memo

that gets action, the letter that says what a phone call can·t.

We can think about writing either as a process or as a product, the finished piece of writing.

If we can think of it as a process, then by changing the way we go about writing, we can

change the finished product. While participants will still be aiming to turn out a good

product, their sense of satisfaction will arise partly from a greater appreciation of the process

by which they get there. This workshop will concentrate on the nitty-gritty details that

writers have to contend with, and give them some practical advice on making the job less

difficult. They will also have opportunity to discuss their writing problems and sharesolutions with others in the workshop.

Workshop Outlines:


Why Write?

The Four C·s: Clear, Concise, Complete, and Correct

Making Words Agree

Active and Passive V oice

Sentences and Sentence Types

Courtesy in Writing

Practical Language

Inclusive Language

Sentence Construction

Punctuation

Writing Business Letters

Reports

Spelling & Proofreading

Writing Memos

E-Mail Etiquette Writing Challenges




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R eceptionists Skills & Business Etiquette

Workshop Overview:

Constantly evolving ways for people to connect has left everyone from the receptionists to

CEO·s wondering about the proper way to behave.

Is there actually a proper way to execute a handshake? Do technology advances make it

easier or more complicated to communicate? What are the nuances of etiquette in the

international arena?

This workshop covers a wide range of reception and social etiquettes; it shows how good

manners are actually an essential skill. Business is extremely socially oriented today and top

companies and associations are looking to hire men and women who know what to do and

how to act in myriad situations.

Workshop Outlines:


Clients receptions etiquette

E-mail and Telephone Etiquette

Fear of Embarrassment

Test Your Business Etiquette

The Handshake

Business Card Etiquette

The Skill of Making Small Talk

Find out what you can about someone before the meeting: Do You Remember Names?

Making that Great First Impression

Dress for Success

Business Dining




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Financial Summary:

General Development Workshops

Investment

Workshops Duration

Effective Communication Skills 6 Hours

y 2 - 4 Groups

y 12 - 24 participants in each group

y 5100 KWD

Problem Solving & Time, StressManagement

6 Hours

Team Participation & Building Self-Esteem

6 Hours

Critical Elements of Customer Service 6 Hours

Business Writing that Works 6 Hours

Total Duration 30Hours

Specialized (Functional) Workshops

Investment

Workshops Duration

Receptionists Skills & Business

Etiquette

10 HoursComplimentary Workshop for Al

Markaz Law Firm

Payments Terms:

50 % to be paid by the first training day

50 % to be paid by the last training day




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Appendix ² A: Al Markaz Support R ole:

1. The full Support during the preparation Time by supplying us with all the required

information

2. Assigning a coordinator to coordinate with BlueLink Training Department.

3. Arranging the training venues




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Appendix ² C: Trainers Biographies

Mr. Alaa Mahmoud

Alaa Mahmoud has total of 10 years of experience as a certified Trainer in a leading Training

companies in Kuwait. Over the years he Delivered Training programs coaching and various

kinds of workshops in sales, customer service, soft skills to different sectors (Burgan Bank,

Commercial bank of Kuwait, KFH, NBK, MTC, Watanyia Telecom, Agility, Microsoft,

Dawliya for finance ,KNPC, KOC, KPTC, Texaco, Joint operations, MOI, MOE )

Previously he has worked for management consultancy firm as a training manager, and he

were involved in the following activities:

Managing training department staff, developing course material, evaluating the training

effectiveness, Preparing and modifying the training plan, supporting the development of

training programs, managing team building activities.

He holds Bachelor's Degree in business administration from AAST in Alexandria and now

he is doing my his MPA in AUC Cairo and he is a certified Trainer from DDI, Microsoft

and the IBTA




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Mr. Soliman Maher Arab

Soliman·s experience in the training, HR assessment, business development areas combined

with his educational background provided him with a solid foundation to establish a career

in the Business Development & HRD fields.

Soliman has a BA from Cairo University, Faculty of Commerce. Currently he is processing

his Master of Business Administration (MBA) at Edinburgh Business School.

According to his Emotional Intelligence Assessment ( EQi) profile one of his key strengths is

his ability to listen well, empathize and interact with the speaker and communicate clearly

both verbally and non-verbally.

Currently Soliman is the Business Development Manager of a well-known management

consultancy firm located in Kuwait city. He owns different professional certificates:

y Certification of Adult Learning Techniques from Achieveglobal Intl. ² USA

y Certified Business Professional (CBP) from the International Business Training Association ( IBTA ) ² USA

y Certified Targeted Selection Interviewer from Development DimensionsInternational ( DDI ) ² USA

y Certified Trainer to instruct and lead the ´Successful Sales through service SSTSµand ´Coaching for stellar serviceµ from Achieveglobal intl. ² USA

In the last years, Soliman has been working as a freelance trainer, where he gave training

sessions in (professional work skills, selling skills, customer service, team building,presentation skills, managerial & leadership skills, and marketing techniques) to many

national and multinational organizations inside Kuwait (Watanyia Telecom, Kuwait

International Bank, Burgan Bank, Red Bull, Taiba Hospital, K IIC, etc.)

Soliman also worked as freelance assessment consultant. Some of organizations he worked

for its leadership assessment centers are: Burgan Bank, Kuwait National Petroleum

Company (KNPC).




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Mr. Haitham Shareef

Haitham Shareef have a total of 10 years of experience in the domain of sales and customer

service and he is a DDI certified trainer in delivering the sales, customer service and

leadership specialties during his experience as a sales professional he managed and handledinternal and external Sales Strategies and Skills workshops.

He also managed the call center in one of the leading entertainment companies in Kuwait,

Haitham is following experiential learning school that presents all the values and skills passed

on the real life experience.

Haitham have a very good experience in coaching skills especially in the areas that have a lot

to do with the social inelegance side of the sales and customer care staff

Haitham is now the vent director of BlueLink Solutions (Golden Microsoft Partner) and he

participated to organize one of the major events in Kuwait

Haitham graduated from the College of technological studies in 1997 and from 1998 he

started the sales & customer care career.

al markaz proposal 2

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