FQA Management Services Pvt.Ltd.

» Sales & Marketing

» Change/Organizational Development

» Communication Skills

» Customer Service

» Finance & Accounting

» Human Resources

» Management & Supervision

» OSHA and Safety Compliance

» Project Management

» Secretaries & Administrative Assistants

» Time & Stress Management

Fundamental Selling Techniques

This course provides the "how-to's" and skills needed to be a successful salesperson. From first contact to the closing sale, this course is the foundation for a long and successful career as a professional salesperson.

You will learn to :

• Win the prospect's confidence
• Understand the buyer's behavior
• Build long-term sales relationships
• Listen more effectively
• Manage the sales process
• Know when and how to close the sale
• Manage time and territory

Maximizing Value-Added Sales Skills

In today's complex sales environment you must use consultative skills to meet sales objectives. This course will help you become relationship with your customer.

You will learn to :

• Learn how to move away from the basic selling relationship to a consultative selling and relationship-based customer retention model
• Develop your knowledge, skills, and behaviors in your consultative selling role
• Learn relationship selling skills which will help you build sustained relationships with important customers by pro-actively anticipating their needs
• Develop your consultative selling competencies which will maximize the business relationship with your clients
• Sharpen your interpersonal skill and communication behaviors to manage the relationship more effectively

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Leading the Process of Change

This course is designed to ensure that participants have an action plan for leading and managing responsibilities in high-change and high-performance organizations.

This course covers :

Understanding the Change Models

• Why change is happening at this rate of speed
• The impact of change on people

The Change Problem and Its Solutions

• Transforming organizations
• Why organizations fail
• Forces driving successful change

Process for Leading and Managing Change

• Establishing a sense of urgency
• Key skills for managing change
• Developing a vision and strategy
• Communicating and coalition development
• Empowering employees

Building High Performance Work Groups During Change

• Team Re-Construction
• Setting a clear agenda
• Focusing on hard results rather than intangibles
• Carving out roles and responsibilities
• Paying attention to process

Strategic Planning

This course will help your organization capitalize on a changing business environment, improve profitability and overall productivity. The course will formulate and implement a planning process and make better strategic decisions and yet be flexible enough to remadin competitive in an ever-changing world.

From this course you will :

• Gain knowledge of strategic planning processes
• Recognize the profile of an effective planning team
• Translate mission statements into reality: once it's written, what else needs to happen?
• Know when to use portfolio mix as a strategic analysis tool
• Practice the techniques you've learned through small-group, team interaction
• Learn how to recognize organizational barriers to planning
• Identify threats to and opportunities for you organization
• Understand your role in your firm's planning process
• Learn the importance of strategic plan to senior management
  

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Handling People With Tact and Diplomacy

This course is for non-management members of work groups and work teams who want to work better together, renew their enthusiasm, and focus on and achieve team goals.
With this training people will learn how to work together and overcome the frustrating "people problems" that threaten their success. Participants will learn practical steps to follow to take charge of their own success. The results will be immediate as team members develop a new sense of accountability and drive for success.

• Establish stronger working relationships
• Build rapport, trust and confidence with others
• Defuse volatile conflicts that destroy morale and productivity

What you will cover:

• Become a Better Team Leader
• Make a Valuable Contribution to Your Team's Success
• Gain Respect Up & Down the Corporate Ladder

Business Writing That Gets Results

Writing clearly and concisely is essential in business today. In addition, opinions are formed based on writer's ability to communicate ideas effectively. This course will benefit both experienced writers who want to gain an additional edge in business and inexperienced writers who lack confidence in their ability to write effectively.
This course will help ensure memos, letters and reports get read, not simply skimmed by the reader and filed or thrown away. This course emphasizes:

• Writing for the reader
• Finding ways to jump-start your writing
• Identifying common mistakes your word processing software won't catch
• Practicing writing concisely
• Fine-tuning your writing to increase readability
• Getting hands-on writing experience
  

After completing this course, writers will have more confidence in their writing skills. Confidence they can get their message out quickly, in a no-nonsense manner that is not only easier to read but also easier to write. Confidence that they have the skills to immediately produce dramatically better business correspondence.

With this training you will learn to:

• Break through writer's block
• Identify how your reader wants to be communicated with
• Correct the most common grammar and punctuation errors
• Eliminate wordy phrases
• Write clearly and concisely
• Measure the readability level of your writing
• Format e-mail, memos and letters for the readers of today
• Write a persuasive message that will get others to follow through with what you want
• Turn a negative into a positive when responding to customer complaints

If you answer yes to one or more of the following questions, then you will benefit from attending this workshop:

• Is the time you spend writing of concern to you?
• Do you ever have a hard time just getting started?
• Do you need to write more concisely and still be clear?
• Do you tend to be too concise and come across as abrupt in your writing?
• Would you like some techniques to use in writing to a diverse audience?
• In the age of "information overload" do you want to write e-mail, memos and letters that others will appreciate reading?

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Extraordinary Customer Service

Learn the fundamentals of providing superior customer service that knocks your customers' socks off. This course is designed for front-line service personnel and business professionals with daily customer contact who what to learn the fundamentals of providing superior customer service.

With this training you will :

• Confidently work "one-on-one" with all types o customers
• Deliver service that earns the praise of both customers and higher-ups
• Maintain a sense of calm and focus in stressful service situations
• Gain skills that make work less confrontational and more rewarding

You will learn how to :ssss

• Master Extraordinary service basics
• Make every customer feel like they are #1
• Handle difficult customers with confidence
• Go above and beyond customer expectations

Dealing With Difficult Customers

Learn how to effectively respond to all types of difficult customers through proactive service techniques. This course is designed for people in customer contact positions who want to handle difficult people better and resolve complaints faster. This course will help the participant cope with job stress and frustration.

Training will help :

• Keep angry customers from taking their frustrations out on you
• Bring out the best in people who are really upset
• Transform conflict into cooperation
• Resolve complaints faster
• Build repeat business by satisfying more customers

You will learn to :

• Become a proactive service provider
• Advance your communication skills
• Confidently defuse any situation
• Expertly resolve complaints

Guide To Facilities Management

This training program is designed to give you non-nonsense facility management techniques, strategies and methods that you can use immediately. Participate in: a job bid tutorial, a facility hazard analysis, a forum on getting more work done every busy day and more.

With this training you will :

• Be more efficient with time-saving work methods
• Save money as you lower utility costs, negotiate better contracts, prevent theft and reduce waste
• Keep user safe with accident-preventing strategies and better security
• Build strong relationships with your vendors and users

What you will cover :

• Master the essentials of Facility Management
• Create a more user-friendly environment
• Confidently meet changing legal requirements
• Handle users and contractor like a pro

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How To Prepare And Manage A Budget

This seminar is a highly interactive seminar requiring the application of principles to case study based on the client's business.

Budgeting and the Management Process

• Strategy - direction and vision
• Implementing strategy - the operational planning process
• Budgets - the financial expression of the operating plan

The Framework for Budgeting

• Elements of the budget network
• The financial statements
• Advantages and limitations of budgets
• Reporting - the key control

Developing the Revenue Budget

• Operating versus non-operating revenue
• Revenue recognition versus sales
• Sales forecasting
• Profitable growth and the cost of capital
• Pricing considerations

Budgeting costs and Expenses

• Operating expenses
• Directly variable expenses
• Fixed expenses
• The allocation problem
• Assignable and non-assignable expenses

Accountability for Results

• The business unit statement
• Variance analysis
• Priorities
• Long term versus short term results
• Contingency plans

Building the Balance Sheet

• Key financial ratios
• The capital budget
• The cost of capital and the hurdle rate cash flow
• Budgeting cash requirements
• Developing a cash flow forecast
• The completed budget

Finance For The Non-Financial Manager

This program is designed for non-financial executives and managers. No previous finance or accounting background is assumed. Participants usually include a blend of executives and managers from sales, marketing, production and administration.

The Balance Sheet

• Learn the language and structure of the balance sheet

The Income Statement

• Learn how to read the income statement

Shareholder Equity & Cash Flow

• Learn how to examine the statement of shareholder equity and understand the cash flow statement

Analyzing Financial Statements

• Learn how to evaluate the performance of a company by calculating financial ratios using information from company annual reports

Tools for Profit Analysis

• Learn how to use financial tools and models to plan for cost reduction and profit improvement

Preparing the Annual Budget

• Learn how to plan for and develop the annual financial plan

Preparing the Capital Budget

• Learn how to use financial models for long-term planning

Sales And Use Tax

Gain the Sales and Use Tax knowledge required to avoid costly accounting mistakes and master the ins and outs of meeting your tax obligations.

This course will give you the confidence and knowledge you need to keep your company audit-ready, streamline record keeping, and avoid the common errors that lead to stiff penalties and legal action.

What you will cover :

• Definitions you must understand in this complicated and highly legislated area
• What is legally considered to be a transaction... and is it taxable?
• How to take advantage of tax breaks
• What third-party delivery charges are, and if you need to pay taxes on them
• How to determine when a buyer becomes an owner
• How your responsibilities changes in services versus tangible property
• How the mail-order use tax affects your customers
• What circumstances could increase your tax liability
• Easy to use tips that take the confusion out of applying for exemption certificates
• Dealing with tax credits... refund opportunities... and overpayments
• When you must register as an out-of-state vendor or risk being in violation of the law
• How to handle and file claims for bad debts
• Situations where you will not have to pay a local sales tax
• How the multi-state compact affects your company
• Learn to avoid getting bogged down with invoices and steamroll though use tax collections
• Keep your company audit-ready
• How to prepare for a judicial review
  

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The Law And Human Resources

In this course you will gain a thorough understanding of EEOC and ADA regulations. You will also learn how to comply with the Family and Medical Leave Act. You will practice and refine dozens of new HR techniques so you will:

• Understand the intricacies and court interpretations of employment law
• Confidently handle problems that fall into legal gray areas
• Protect company ad employee interests fairly and legally
• Hire, fire and discipline employees in a legal manner
  

What you will cover :

• Get up to date on current laws that affect HR
• Avoid legal "Hot Spots" : Record keeping, Benefits, Investigations
• Ensure safe employment practices
• Write legally sound policies, procedures, and employee handbooks
  

Preventing Sexual Harassment

This critical training will enable your employees to clarify the gray areas of sexual harassment that are often confusing and puzzling. Help management and employees understand what sexual harassment is and what is not.

You will learn to :

• Identify the subtle form of sexual harassment in the workplace
• Understand third party sexual harassment
• Understand the legitimacy of sexual harassment complaints
• Define "Quid Pro Quo" and hostile environment
• Examining the court's latest opinions of perception versus intention
• Avoid creating a hostile environment
  

Manager's Guide To Employment Law

Laws change, employee responsibilities shift, and core functions are impacted. It's critical that every single manager and supervisor knows how to avoid unintentional errors that can have lasting and damaging effects.

This session is the surest way for managers to learn how to identify potential liability problems and confidently handle hiring, disciplinary procedures and termination's ... and update your organization's knowledge of employment law.

This training will :

• Get you up-to-date on legal issues that impact your organization
• Demonstrate you are ready for more responsibility
• Help you avoid the costly mistake of not taking appropriate management action
• Communicate more effectively with employees
  

You will cover :

• The most pressing issues in employment law today
• Safeguarding you company from employee lawsuits
• Specific measures you should take when investigating a harassment claim
• From ADA to Worker's Comp: Keeping your legal knowledge current
• Ensuring you fully comply with FMLA guidelines
• Penalties in FLSA
• Interviewing guidelines: The key to keeping your company out of court
• Conducting formal counseling and disciplinary meetings
• Making sure a manager has followed company policy (and the law) before firing an employee
• Understand what effective documentation is and how to document
• Determining the extent of employer / manager responsibility and liability
• Developing effective new-hire orientation plans
• Handling exempt and nonexempt employment issues
• The legal considerations of recruitment, background check and screening
• Responding to a candidate who volunteers information that's illegal to ask for
• Reducing your organization's legal liability during termination sessions
• Proven techniques for managing critical record keeping responsibilities
  

Interviewing Skills To Hire The Best

Learn how to dig deeper into a candidate's personality during the interview and find out what makes that person tick ... before you hire. In this course you'll go beyond the basics of asking questions and master the art of interviewing people.

You will also learn to

• Use tactful ways to close and interview when you know the applicant isn't right for the job
• Establish rapport with an applicant in the first five minutes of the interview
• How a checklist will help you build a new hire's company loyalty ... fast
  

What you will cover :

• What every interviewer needs to know
• Sharpen you interviewing skills
• Avoid bad hiring
• Streamline the interview process
  

Dealing With The ADA, FMLA, Workers' Comp Overlap

This course will teach you how to meet your responsibilities and obligations when an employee illness, injury or disability thrusts you into the middle of this frustrating trio of laws.

• Learn where these laws overlap and which one has precedence
• Create processes that guarantee compliance
• Handle job-related injuries quickly, safely, and legally
• Learn how to handle the "special" situations that can create problems
  

What you will cover :

• Updates on ADA, FMLA and Worker's Comp regulations
• Tracking on-the-job injuries and illness
• Handling returns-to-work
• Minimizing fraudulent claims
• Hiring employees safely
• Managing day-to-day responsibilities
• Mastering "Special Situations"
• Terminating employee benefits without legal repercussions
• When there's no other option: How can you dismiss the employee?
  

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Leadership

The Manager's role as leader

• How your leadership will affect the performance of your workers
• Learn the valuable lesson of great leadership
  

Communication & Persuasion ... your essential tools

• The 8 crucial listening skills essential for successful managers
• Understanding the art of persuasion
• How to make presentations & conduct meetings that inspire & inform
  

Managing your team through conflict & success

• Understand the difference between behavior & attitude ... some surprising examples
• How to eliminate unsatisfactory behavior
• How to defuse conflicts quickly & effectively
  

Keeping your team competitive

• What to look for when evaluating employees work habits...
• If you must fire an employee do it right
  

Self-Management skill to your success

• Six ways to improve your self-discipline
• Learn from successful people

Team Building

This interactive program gives participants a strong working knowledge profiles and thinking patterns that affect team dynamics.

Defining your team

• Mission statement for program and individual goals
• What is a team?
• Defining elements for successful teamwork in crisis situations
  

Understanding team dynamics

• Understanding working styles
• Organizational and team dynamics according to working styles
• Decision-making and time management styles
  

Part Three :Team dynamics in problem-solving

• The team problem-solving model
• Affinities and conflicts
• How to stress impacts team thinking
• Case studies
  

Part Four :Applications strategies

• Troubleshooting future problems
• Getting buy-in for ideas
  

Management Skills For Newly Promoted Supervisors

As a new manager you understand the importance of being "in-charge." But just exactly how do you do that? Not long ago, some of the same people you now supervise were your co-workers.

You will learn to :

• Make the transition
• Develop a flexible management style
• Know what to do when legal issues arise
• Keys to getting organized
• Write and conduct an honest performance evaluation
• Motivate your staff
• Use effective coaching skills
• Give effective feedback
  

Coaching For Improved Performance

When your title is manager, supervisor, you also have two additional roles: team leader and coach. This course is designed to train organizational leaders to be coaches. The course series is intended for individuals who must coach others to improve performance and achieve results. Participants will learn to use coaching as a motivational tool.

You will learn how to :

• The importance of coaching as a leadership role
• Understand and apply a functional coaching model
• Understand each element of the coaching model and how all elements are related
• Coach, motivate and develop employees while improving performance
• Design a plan of action for implementation
  

Effective Performance Appraisals

This course will teach you how to get comfortable when you're evaluating employees. You will learn how to make the appraisal process both a meaningful and motivational experience for employees. With this course, you'll gain insight to conduct legally-sound employee evaluations.

What you will learn :

• Evaluation pitfalls and how you can prevent them
• How you can sidestep common stressors when evaluating employees
• Critical step you must take when planning the performance review
• Case Studies
• How to deal with emotions
• What to do when an employee doesn't take your criticism seriously
• Learn to take a positive approach even in the most difficult situations
• Ways to keep sensitive employees from getting their feelings hurt
• Develop skills for evaluating an employee with a bad attitude
• How to stay objective when evaluating an employee
• Proven techniques to ensure evaluations will be seen as fair
• Important considerations when evaluating friends and foes
• Protect yourself and your organization against courtroom battles
• The latest techniques in the evaluation process from: Self-evaluation, Peer reviews, upward evaluation, and 360° Evaluation
• How to motivate superstars to accomplish even more
• Questions that will get employees to open up during the evaluation session
  

Leading The Process Of Change

This course is designed to ensure that participants have an action plan for leading and managing responsibilities in high-performance organizations.

Understanding the Change Models

• Why the change is happening at this rate of speed
• The impact of change on the human resource
  

The Change Problem and it's Solutions

• Transforming organizations
• Why organizations fail
• Forces driving successful change
  

Process for Leading and Managing Change

• Establishing a sense of urgency
• Key skills for managing change
• developing a vision and strategy
• Communicating and coalition development
• Empowering employees
  

Building High Performance Work Groups During Change

• Team re-construction
• Setting a clear agenda
• Focusing on hard results rather than intangibles
• Carving out roles and responsibilities
• Paying attention to process
  

Employment Law For Managers

Laws change, employee responsibilities shift, and core functions are impacted. It's critical that every single manager and supervisor knows how to avoid unintentional errors that can have lasting and damaging effects.

This session is the surest way for managers to learn how to identify potential liability problems and confidently handle hiring, disciplinary procedures and terminating ... and update your organization's knowledge of employment law.

This training will :

• Get you up-to-date on legal issues that impact your organization
• Demonstrate you are ready for more responsibility
• Help you avoid the costly mistake of not taking appropriate management action
• Communicate more effectively with employees
  

You will cover :

• The most pressing issues in employment law today
• Safeguarding you company from employee lawsuits
• Specific measures you should take when investigating a harassment claim
• From ADA to Worker's Comp: Keeping your legal knowledge current
• Ensuring you fully comply with FMLA guidelines
• Penalties in FLSA
• Interviewing guidelines: The key to keeping your company out of court
• Conducting formal counseling and disciplinary meetings
• Making sure a manager has followed company policy (and the law) before firing an employee
• Understand what effective documentation is and how to document
• Determining the extent of employer / manager responsibility and liability
• Developing effective new-hire orientation plans
• Handling exempt and nonexempt employment issues
• The legal considerations of recruitment, background check and screening
• Responding to a candidate who volunteers information that's illegal to ask for
• Reducing your organization's legal liability during termination sessions
• Proven techniques for managing critical record keeping responsibilities
  

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Updated OSHA and Safety Compliance Guide

This course will show you how to avoid violations that could cost your company BIG bucks. You will have the unique opportunity to ask questions about both old and new regulations. So you can double-check your compliance methods and make sure you're solid legal ground.

Plus, you'll know how to streamline OSHA record keeping responsibilities and discover and eliminate new work hazards.

You will learn how to :

• Improve company compliance levels
• Confidently meet OSHA standards
• Easily handle OSHA record keeping responsibilities
• Expertly troubleshoot worksite hazards
  

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Introduction To Project Management

This interactive class is the logical choice for development of project management principals and tool application for all types of industry. Previous experience is not a prerequisite to benefit from this course. Individuals attend this course to acquire the necessary skills to successfully deliver their project on target.

This course covers :

Project management definition and principals

• Critical process elements and tool application
• Project charter development
• Successful project organization
• Gaining customer and management support
• Essential communication requirements
  

Project manager then team

• Leading and obtaining team commitment
• Coordinating
• Negotiation skills
• Developing the project team
• Assessment of team skills
• Understanding formal and real authority
• Managing and conflict
  

Project planning

• Defining the project mission and objectives
• Aligning objectives with the goal
• Developing the plan
• Work breakdown structure development
  

Project scheduling

• Accurate estimating
• Resource allocation
• Scheduling methods
  

Controlling the project

• Analysis and adjustment to remain on track
• Developing alternatives
• Risk identification, prevention and contingency
• Reporting project status and formats
  

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How To Develop A Collaborative Relationship

This course is designed to develop managers and their business associates (secretaries & administrative assistants) into collaborative partners. This course refocuses participants through emotional intelligence to think creatively and strategically, to solve challenges, manage multiple tasks, and support each other in an environment of change.

• Assessment: Where are we now? Where are we headed?
• What employers want in the new workplace -- Personal Competence
• What employers want in the new workplace -- Social Skills
• A collaborative action plan for the future
  

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Time Management in the 21st Century

• Discover your Time Mastery Profile
• Prioritize in the "Age of Multi-tasking"
• Let body language and assertive communication help you get more done
• Double your productivity when you schedule a "Power Hour"
• Reduce the number of "fires" you are putting out
• Find time for YOU

This workshop is intended for executives, managers, supervisors and all staff members who want to get more done with less stress and to effectively balance work and personal priorities.

Training Benefits:

• Customize a time management plan for you
• Increase productivity
• Prioritize effectively, even with multiple tasks
• Manage and control the multiple crises you face
• Reduce your stress levels
• Balance work and personal priorities
  

Learn How To:

• Assess your time management strengths and weaknesses
• Establish goals that can be accomplished
• Analyze where your time really goes
• Identify your top ten time-wasters
• Customize how a "to-do" list can work for you
• Implement a new strategy in prioritizing
• Schedule your priorities
• Master your workspace
• Control interruptions
  

Stress Management & Survival Skills

This seminar is devoted to helping you defeat stress and fatigue while energizing your business and personal life.

Stress: Where it comes from and how it affects you

• Understanding the #1 cause of stress on your life
• Stress-Reduction formula
• Understanding your personality... Capitalizing on your strengths
  

Understanding your personal & business life

• Learn to leave stress at the office
• Symptoms of personal happiness
• Discover how other professional like yourself relax
  

Managing your physical life

• How to eat for success with minimal time and lousy menus
• What to drink? Water, tea, alcohol... How much?
• Discover how to get in shape... How much? How often... and what to do
• 4 travel tips guaranteed to reduce stress and increase energy
  

De-Stress and De-Junk your life

• Stress control for professionals and their families
• The nuts and bolts of taking control of your life
  

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