IB Cultural Skills


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American Business Culture

Presentation
Skills

Customer Service
Skills

Providing Constructive
Feedback

Dealing with the Difficult Employee

Our Offering

Presentation Skills
In this workshop, the participant will learn the essential structure of a successful presentation. The participants will learn how to deliver an effective and compelling introduction, interesting content as well as a memorable conclusion. We will examine the impact of eye contact, facial expressions, facial gestures, posture and body language as well as voice control.

Effective speakers inform their audiences by delivering interesting content and providing relevant facts and examples. They engage the listeners by being respectful of their needs and involving them in the discussions. The participants will have an opportunity to choose a topic and practice their public speaking skills and receive constructive feedback.

Customer Service Skills
Customers drive and grow our business. Statistics show that 90% of dissatisfied customers leave for other service providers without bothering to complain. Too often customers feel unwanted due to poor service and lack of appreciation, courtesy and respect. Customers want answers that are useful and relevant.

There is an increased level of intensity and competition in the global marketplace. Customers are becoming more demanding and are therefore impacting businesses in ways we have never known before. As a result, customer service providers must learn to provide the highest level of quality customer care and excellent communication skills in solving customer problems and challenges.

Success depends on the ability of each customer care representative in making a human connection with customers as well as looking for opportunities to strengthen customer relationships. Providing the employees with the correct and necessary tools to succeed with every customer contact, is vital to the success of the organization.

American Business Culture
This workshop has been designed to provide the participants with a better understanding of the American business culture, generally accepted social etiquette and accepted modes of behavior. Gaining an awareness of the “American Way” of doing business will definitely help the business traveler succeed in his/her business mission. Knowing the accepted rules of social behavior will also help in forging strong business relationships between both cultures.

Doing business in The United States is less complicated when you know the rules of conduct. The purpose of this workshop is to develop a level of self-confidence in the business traveler as a result of gaining familiarity with American business practices. This workshop will eliminate the communication and cultural barriers and provide the participant with a competent level of American business and cultural awareness.

Providing Constructive Feedback
In this workshop, the participant will learn that feedback is a specific method of obtaining information about our own individual performance. Feedback lets us know where we need to improve. The process of giving and receiving feedback is a powerful method of ensuring the continuous improvement.

By using the “Feedback Planner” the participants will learn how to provide feedback as an effective communication tool. The participants will learn how to: Describe Current Behavior, Identify Examples/Situations, Describe Impact and Consequences, and Identify Alternative Behaviors.

Dealing with the Difficult Employee
The workplace is a reflection of society and it is filled with all different types of characters and personalities. The workplace is an arena of “forced relationships”. Generally speaking, you did not choose your team members; instead, most co-workers came together in a random manner. Unfortunately, every workplace has its share of difficult and challenging employees who test the limits of your leadership skills and abilities.

The purpose of this workshop is to develop the “people skills” that lead to successful and effective working relationships. Difficult employees are classified as employees who perform below expectations, do no follow your instructions and contribute to lowering the morale of other employees. An extremely difficult employee, if left unchallenged, may undermine your authority as a team leader.

This workshop will teach the participants the necessary skills needed to identify and communicate undesired behavior to the difficult employee. The participants will also learn how to apply effective conflict resolution skills.