Training Program

Title of the module:

Target Group

The module has been developed keeping mixed group of employees in mind. The group is a mix from illiterate to Post Graduate and professionally qualified and are capable of analyzing the learning and converting it into regular practice.

Objective

The objective of the module is to provide an understanding of how and why the CRM is necessary and how to develop a good and harmonious Customer Relationship.

Result to be achieved at the end of the program

All the trainees are aware and their knowledge is updated on the following:

• Self - Awareness.
• How teams are formed.
• Understanding the team and the importance of having a team.
• Role and contribution of each members towards the efficiency of the team.
• Importance of listening towards the self development and team effectiveness.
• How to deal with different situations without coming in conflict?

Duration of the Module

16 hours of: 3 x 40 minutes session with a break of 15 minutes after each session and concluding session of question hour.

Medium of instruction

Hindi

Mode of conduct

Lecture with a mix of discussion, brainstorming and role play.

Feedback session

To be based on the questionnaire prepared on the contents covered during the training sessions.

Contents of the module

• An introuction of self
• How to understand self better
• Define needs of self
• Define the needs of the Customer
• Relate self needs with others
• Assimilate the self needs to a team (Self, colleagues & Customer) need
• Identify the goal
• Exercise – on how to make a team and define the goal, plan for its achievement
• Change the role of each and describe the difficulties faced by each
• Do a self evaluation of the role played by each till date and draw a flowchart how he intends to play a active role in his team’s achievement
• Summary with Question / Answer session