Background:

Managers in different organizations and sectors need a wide variety of qualifications and experience. Some of them studied at the university and others started off in lower positions and climbed all the way up in the organizational hierarchy. Some managers started their own business and functioned as CEOs from day one. Every manager is assumed to have specific skills and his or her skill repertoire is directly derived from the field in which he or she is currently operating in addition to past qualifications and experience. Professional training for managers is usually performed within a sterile work environment and teaches managers specific skills that are required due to an urgent need, an organizational change, and rarely a desire to broaden their horizons. Such training is usually in the form of one-on-one coaching or organizational consultation, which is intended to address a specific requirement. Thus this course is intended to develop the manger's outlook on three levels: the organization itself, the sector in which the organization operates, and universal management methods. The course comprises mostly a workshop model and practical experience in order to teach applicable methods that can be used immediately.

Training Objective:

Teach universal management methods and provide an understanding of business and management within the organization; understand the meaning of being the organization's manager, that is taking advantage of opportunities, assessing risks and preventing loss, overcoming subjective and objective obstacles, enhancing collaboration with employees/managers/clients; introduce more business opportunities and enhance the manager's ability to operate within the organization and collaborate with other organizations.

Primary Course Topics:

Organizational leadership: business-management strategies with an interpersonal orientation; customer-service management with the client at the center; time management and guidance in the field of business management and marketing.

Body Language

Body language is the most significant component of inter-personal communication (over 50%), yet it is the least familiar component—due to it being mostly subconscious. Powerful messages are sent through this dimension, and they are the ones that determine the continuation of communication regardless of the conversation’s literal contents. Though enhanced awareness, both the communication quality and success in obtaining the communication objectives can be significantly improved. It is important to remember that for someone who is not familiar with this field, body language is a whole new language (although our subconscious is already familiar with it) with sentences, words, and letters of its own. Most people gain basic knowledge of reading body language through the lessons they learn in everyday life. However, in most cases people lack the knowledge and can hardly decode the messages they receive. For most people, meeting someone for the first time means they gain a first impression within merely 5 to 15 minutes! Hardly is there any literal communication between people during these few seconds. This means that most of the first impression, which many times determines the fate of the relationship, is based on non-literal messages.

• Body language is a series of movements and gestures that constitute an entire behavioral system expressing what a person is going through emotionally.
• It is a sequence of movements and gestures that can be translated into meaning the same as with actual words.
• Body language is the theatre of inter-personal communication. • A graphic description of atmosphere and environment through the human body’s movements and gestures.
• A series of common principles emphasis and alteration of which create various meaningful messages.

Language is based on a definite number of consonants variations of which constitute messages out of which the person receiving them extracts meaning. In body language there is also a set of basic movements variations of which constitute messages, which are then translated by the person receiving them.

Understanding body language: even though this language is not taught at school, it can completely change dynamics in the most important moments in our lives. If we knew the secrets of the ancient and natural language of our body at an early age, we could improve our understanding and our ability to make the right decisions.

A job interview, closing a deal, choosing a business partner, choosing a partner for life—each of the decisions we make in regard to someone else has this aspect, which contains valuable information.

The ability to “read between the lines” when it comes to situations and people makes life more exciting and can instantly enhance the resolution of our perspective. We found ourselves in situations where the literal messages contradicted the body language more than once, but now things can be different.

Improving Customer Service:

What makes clients prefer one company or service over others? Is it the price? Product quality? Lead time? These are all important, but one thing outweighs them in importance due to its effect on a business, and that is the human factor. Regardless of how good your product or service is, customer service will outweigh all the other factors in most cases because good customer service can leverage a business marketing wise and attract more clients, and this guarantees more work. Nonetheless, how do we know which parameters make good customer service excellent, and how should we train our staff in providing customer service that will distinguish us from the competitors? This is precisely the purpose of this workshop: it teaches service providers the things they should focus on in order to be more attentive to customers and provide whatever the customer needs to leverage the company.

Customer Service:

Customer-service quality determines to some extent the way customers perceive the organization and it can substantially affect their satisfaction with the services the organization offers them. It is needless to say that losing existing customers entails loses and requires the investment of efforts and money to recruit new ones. Service improvement has to begin with improving service awareness and teaching methods that enable service providers to better handle their intense daily tasks.

Performing in Stressful Situations:

Modern life often urges us to become more competitive and try to accomplish more each day. We often believe that by doing so we will be able to accomplish the objectives that we set for ourselves. In addition, our environment and daily routine cause us to be in stressful situations that require that we make decisions, which sometimes can be critical. But what causes this stress? Is it objective and unchangeable, or is it the result of the way we look at life? How come stressful situations can make someone lose his or her temper but cause others to do the best they can and make certain decisions to make their work more effective? What happens to our body in stressful situations and does stress have any negative or positive effects? How will stress affect us over time and what should we do when we are stressed?

Time Management:

Our ability to manage our time is reflected among other ways through our ability to manage resources. Time is the element that surrounds all of our available resources, and in most situations regardless of how "rich" we are in terms of resources, time is always the resource that determines our success.

Time plays a central role in the modern world; we have many ways to save time, we have faster vehicles, faster Internet, faster food, and faster computer processors. The need for quick results puts us under pressure, and many times being unsuccessful is a matter of incorrect time management and not necessarily a matter of professional skills. This is why proper time management plays a central role in success. Nonetheless, is there an index or a tool to successfully manage the time we have? This workshop reviews theoretical and practical concepts concerning time management and teaches how to examine the way we manage time and how to utilize organizational tools that are essential for our success.

Pressure and Burnout at Work:

Pressure and burnout can have minor effects such as annoying thoughts, but they can also have adverse effects on our immune system and cause heart diseases. Pressure and burnout can have a variety of reasons, from working under a tight schedule, working with a challenging audience or population, to unhealthy or improper work environment. Many times utilizing organizational tools, changing the work environment, and using strategies to overcome personal barriers are excellent ways to alleviate stress, feel better, and work more efficiently.