Professional Documents
Culture Documents
2009
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
LEADERSHIP DEVELOPMENT
We offer open forum training events, customized in-house training and business consulting services.
Since the early 1980s, our consulting and training materials have been presented to hundreds of
organizations across the globe. These businesses have ranged in development from start-up to fortune
500. Our curriculum incorporates principles such as the value of integrity and excellence with the vision of
providing a comprehensive and multifaceted approach to personal and organizational transformation.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
Half-Day Courses
MANAGEMENT TRAINING
Since the early 1980s, our consulting and training materials have been presented to
hundreds of organizations across the globe. These businesses have ranged in
development from start-up to Fortune 500 companies. Our curriculum incorporates
principles such as the Value of Integrity and Excellence with the Vision, providing a
comprehensive and multifaceted approach to personal and organizational
transformation.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
Learn more about our Management Training materials -
1. Communication
2. Diversity
3. Change Management
4. Effective Supervisory Skills
5. High Performance Leadership
6. The Trust Factor
7. The Powers of Persuasion
8. Emotional Intelligence
9. High Payoff Hiring
10. Conflict Management
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• CREATIVE THINKING AND YOU
BUSINESS STRATEGY
Since the early 1980s, our consulting and training materials have been presented to hundreds
of organizations across the globe. These businesses have ranged in development from start-up
to fortune 500. Our curriculum incorporates principles such as the value of integrity and
excellence with the vision of providing a comprehensive and multifaceted approach to personal
and organizational transformation.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
HIGH PERFORMANCE TEAMS
We offer open forum training events, customized in-house training and business consulting
services.
Since the early 1980s, our consulting and training materials have been presented to hundreds
of organizations across the globe. These businesses have ranged in development from start-up
to fortune 500. Our curriculum incorporates principles such as the value of integrity and
excellence with the vision of providing a comprehensive and multifaceted approach to personal
and organizational transformation.
Half-Day Courses
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
EMPLOYEE DEVELOPMENT
More information about our products...
We offer open forum training events, customized in-house training and business consulting services.
Since the early 1980s, our consulting and training materials have been presented to hundreds of
organizations across the globe. These businesses have ranged in development from start-up to fortune
500. Our curriculum incorporates principles such as the value of integrity and excellence with the vision of
providing a comprehensive and multifaceted approach to personal and organizational transformation.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
Half-Day Courses
• In Pursuit of Goals
• Winning the Battle Against Negativity
• Becoming Customer Focused
• The Art of Time Management
• Resolving Conflicts The Right Way
• Speaking in Public
• Communication with Skill
• Learning To Control Stress
• Preventing Workplace Procrastination
• Learning for Life
• Creative Thinking And You
SALES TRAINING
Since the early 1980s, our consulting and training materials have been presented to
hundreds of organizations across the globe. These businesses have ranged in
development from start-up to Fortune 500 companies. Our curriculum incorporates
principles such as the Value of Integrity and Excellence with the Vision, providing a
comprehensive and multifaceted approach to personal and organizational
transformation.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Create a flexible and efficient organizational design.
• Establish a principle-based, collaborative work environment.
• Involve and empower employees.
Half-Day Courses
• THE ART OF NEGOTIATION
• BECOMING A HIGH PERFORMANCE SALES PROFESSIONAL
1. Communication
The Art of Communication is the Language of Leadership
Effective Communication
Effective communication is an essential skill in today’s fast-paced business world. Effective
communicators understand that communication is a complex process that can often be challenging.
Creating an organization in which communication is truly valued in more than just a good idea; it’s good
business. Organizations that choose to foster good communication skills will aid their employees in both
their professional and personal development.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Communicating effectively.
• Nonverbal communication.
• Listening effectively.
• Practicing using communication tools.
• Enhancing your communication skills.
This module will help supervisors understand the role communication plays in leadership. The role of a
supervisor requires additional communication skills and developing those skills takes time and effort, but
results in more effective performance and higher productivity.
• Communication in leadership.
• Effective feedback.
• Making meetings work.
• Making presentations.
• Enhancing your supervisory communication skills.
2. Diversity
In this course, you will discover the foundation for understanding diversity and developing skills for
working in environments and groups composed of diverse individuals.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Diversity in high performance organizations.
• Appreciating diversity.
• Using the advantages of diversity and inclusion for growth and expansion in a global
marketplace.
• Communication guidelines.
Managing Diversity
Problem: A manager faces a team in which everyone is different. What does she do?
Solution B: She observes the differences and puts them to work for the team.
The manager is likely to choose either solution before participating in the Managing Diversity course.
Afterwards, Solution B will be her choice. This module will align participants with High Performance
thinking and managing. In this session, the leader will cover a wide range of topics including issues of
race, gender, ethnicity, age, disability, sexual orientation, and physical ability in the workplace.
3. Change Management
Managing Change
We believe that the most successful organizations help their employees understand the importance of
developing effective change management skills for personal and professional success.
Change is a constant, challenging part of the workplace environment. Taking time to improve your skills is
a worthwhile investment in your self-development. Organizations that value change management as a
strategic tool recognize the value of learning about flourishing during times of transition.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Learning about change.
• The change process.
• Developing change resilience.
• Enhancing your change management skills.
Leaders need to be aware of their attitudes toward, and abilities for, leading others through organizational
change. It takes both effort and practice to develop effective change leadership skills, but the payoff will
be worth it.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
In this full day program your supervisors will gain an understanding of their role in the organization,
acquire knowledge of the legal issues and liabilities facing supervisors, and have a desire to develop
more effective supervisory skills and leadership competencies.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
5. Empowering Performance
Being the best sales manager is not selling the most. It is creating a sales force that produces results.
Every day, sales managers are called to lead their teams. Their success depends on their ability to
successfully get others to follow them.
Empowering Performance: A Sales Manager’s Guide to Success is a training program intended for
anyone in a sales management position, whether you are new to sales management position or you are
looking to fine-tune current management skills. This program teaches sales managers how to create and
drive a sales force to achieve remarkable results. Through interaction and skill practice participants will
learn how to hire, retain, motivate, develop, and lead a team to achieve the results needed.
A sales manager’s success depends upon his team’s success. Becoming an effective sales manager
takes determination, patience, drive, and an undying will to help other succeed. As a sales manager, you
will achieve success through effective leadership.
Program Objectives
A major goal of this program is to provide sales managers with the skills necessary to effectively lead a
sales team and to identify the key characteristics that will lead to success. The program is divided into five
modules, each with specific learning objectives.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
1. Learning to Lead Your Sales Team
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
5. Leading Your Sales Team with Momentum
All organizations are perfectly designed to get the results they achieve
By attending this program, you will learn a model that reduces the vast complexity of your organization to
the seven key elements that account for its success. These seven elements enable you to diagnose the
current functioning of your organization and to know where and how to make improvements.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
The program can be delivered in a modularized format (2 1/2-to-3 hour sessions spaced over time) or in a
2-to-2 1/2-day format. It usually involves not only the leaders of the organization but also other key people
representing a cross-section of all employees.
2. Current Results
• Review and discuss the current financial/cost structure of the organization.
• Summarize your organization’s key result area and performance.
• Assess the adequacy of current resources.
3. Business Environment
• Review current market conditions and key competitors.
• Identify key customer, key stakeholders, and their expectations.
• Evaluate current market conditions affecting your organization
• Review the strengths and weaknesses of key competitors.
4. Current Strategy
• Define business strategy and core ideology and learn their importance.
• Analyze the elements of business strategy within your organization.
• Analyze the elements of core ideology within your organization.
• Report findings and draw conclusions about your current business strategy and the core ideology.
5. Core Process
• Learn the elements of simple core process mapping.
• Map the macro core process of your organization.
• Identify process variances and key variances related to your organization’s core process.
• Determine the efficiency of your core process and identify the biggest process issues to be
addressed.
• Describe and analyze the computer information delivery system supporting your core process.
6. Structure
• Analyze the nature and rationale of your current hierarchical structure.
• Examine management, worker, team, and support group roles.
• Identify how you are currently grouped and why (functions, departments, team, etc.)
• Identify how organizational units are currently linked and why.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Develop and “organigraph” (pictograph) of how your organization really works.
• Summarize key learning’s and critical structure issues to address.
7. Systems
• Learn about coordination and development systems.
• Verify how each system is currently working.
• Identify strengths and weaknesses of coordination systems.
• Identity strengths and weaknesses of development systems.
• Identify strengths and weaknesses, and key culture learning’s and challenges.
8. Culture
• Survey the basic work culture and general morale in your organization.
• Assess current job satisfaction
• Identify common management and worker attitudes, practices, and beliefs.
• Identify organizational norms around collaboration and performance.
• Identify strengths and weaknesses, and key culture learning’s and challenges.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
difference in our lives. In short, leadership is a significant part of the answer to whatever challenges our
organizations may face.
1. Principles of Leadership
• Learn the importance of leadership in achieving long term organizational success.
• Discover the five myths of leadership.
• Understand the difference between leadership and management.
• Learn the difference between controlling and empowering leadership styles.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
3. The Five Leadership Roles
• Examine the three core elements of team effectiveness.
• Learn the five roles of leadership.
• Discover the appropriate balance among the five roles.
• Understand how to lead “from the balcony”.
• Learn how to use a set of diagnostic questions to lead “from the balcony”.
4. Leadership Practices
• Understand your strengths and weaknesses as a leader.
• Assess yourself in the five leadership roles.
• Know how you are viewed by others in your organization.
• Develop personal improvement plans.
5. Personal Productivity
• Assess how you currently use your time.
• Discover the barriers that keep you from managing your time more effectively.
• Learn the difference between the important and the urgent and how to schedule the time for the
important.
• Learn to set professional goals to guide your use of time.
• Learn a systematic approach to managing daily events.
7. Performance Expectations
• Learn to confront behaviour that fails to meet your expectations.
• Understand the importance of discipline and conformity in building high performance.
• Develop a set of non-negotiable for those whom you lead.
• Practice the skill of harnessing harmful behaviour.
• Apply the skill to back-home situations.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
8. Empowering Others for Success
• Learn the difference between commitment and compliance motivation.
• Understand how leadership changes to create commitment.
• Learn the four principles of empowerment.
• Learn the elements of empowerment.
• Discover a matrix for identifying what people need in order to be empowered.
• Develop a dialogue to transfer power to others.
• Create a model of situational leadership.
Dramatically increase your effectiveness with others as you learn the principles and skills of trust and
interpersonal dialogue.
When trust is absent, relationships are characterized by an adversarial attitude: me vs. you; us vs. them.
Rather than goodwill, there are deep and hidden animosities. Respect is lost and our performance is
compromised as our energies go into manipulation and protection rather than working together towards a
shared vision.
We believe that the most successful organizations of the 21st century will be those that know how to
create a climate of trust and goodwill among their employees.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Commit to interacting with others in strengthening rather than weakening ways.
• Develop the ability to confront poor performance and behavior problems.
2. Collusion
3. A Change of Heart
4. Face-to-Face Communication
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
5. Interpersonal Dialogue: Core Principles
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
9. The Powers of Persuasion
We finally know definitively that the brain is hard-wired
to take mental shortcuts whenever we make decisions.
Internal mechanisms help us quickly assimilate information and take the appropriate next step.
Thos who understand how these mechanisms work have enormous power to help others make easy,
quick decisions.
Persuasion
The Power of Friendship
Trust, friendship and common bonds are a key power.
This course presents the elements of each power, shows how to activate each and how to apply individual
powers and their combinations. We provide a process for determining which powers will be most easily
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
activated in each persuasion encounter.
Mastery:
"ascendancy or victory in struggle or competition."
[Webster's New World Dictionary]
Masters are the victors of life, those who step up to the challenges and opportunities of life with the
courage, determination, and wisdom to win the private and public victories.
Mastery does not happen by accident. It is a process that occurs as we interact effectively with the events
and circumstances of our lives. Each moment of our lives provides an opportunity to practice mastery by
expanding our visions, awakening the faculties of our minds and our hearts, and assuming full
responsibility for living, growing, and contributing.
Principles of Self-Mastery
• The Integrity Model:
A paradigm of personal effectiveness that defines success
as what happens within you rather than what happens to you
• Embrace Reality:
Discover power and fulfillment as you stop wasting time
resenting, complaining, wishing, and blaming and instead
keep your focus on what you can control
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Exercise Responsibility:
See how success and quality of life come from choices made
and learn to act rather than react to the events of your life
This approach to change is not a quick fix. However, during this program you will learn principles and
participate in exercises that will allow you to truly become master of your own life.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Learn a method for changing weakening beliefs to empowering beliefs.
3. Embrace Reality
4. Exercise Responsibility
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Learn to let what matters most govern what matters least.
• Deepen your commitment to what is most important.
• Learn to make your behaviour more congruent with what is most important to you.
Have you ever found the perfect candidate during an interview who turned out to be the wrong person for
the job, costing you money, time, resources, customers, and possibly even growth within the
organization? Imagine if you could ensure the person sitting across from you in an interview would
actually be one of your top performing employees. The ability to hire the right people is extremely
important to the wealth and profitability of you and your organization.
High Payoff Hiring is intended for anyone involved in the hiring process. As a hiring manager you need to
have a hiring process that covers all the essential steps, from creating a solid job description to making an
offer. Through interaction and skill practice you will assess your current hiring needs and learn how to fill
them with top performers.
• Evaluate your current hiring skills and the costs associated with your past hiring decisions.
• Identify your selection criteria for current positions you have available.
• Learn how to effectively create or update an existing job description.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Gain a clear understanding of the interview process from screening resumes through the four
parts of the interview.
• Analyze the best questions to determine how the candidate will really perform within your
organization.
• Identify the most common hiring mistakes and how to avoid them.
• Learn how to effectively evaluate the candidates and make an offer.
• Set up systems for measuring your performance, setting goals and tracking progress.
Having an effective interview process will save you time, money, frustration, and resources and will help
provide you with the tools you need to grow your business. The company is only as strong as the weakest
employee. Invest your time and energy into finding the right people and you will achieve the results you
want through your greatest investment, your people.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Conduct reference checks.
• Evaluate candidates and make an offer.
To stay competitive, high performance organizations realize they must effectively manage the
interpersonal conflict that occurs among their employees. High Performance organizations are dedicated
to developing employee skills needed to meet the challenges of the ever changing marketplace.
It is a strategic advantage to the organization for their employees to learn interpersonal conflict
management skills.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
This module will motivate managers to set goals and define actions for developing and enhancing their
current conflict management abilities. It will set the groundwork for participants to acknowledge the impact
that conflict can have on their job performance and the positive effect that learning to manage
organizational conflict can have on an organizations bottom line.
Competing to Win
Most organizations face stiff challenges in today’s marketplace. Changing demographics, new
technologies, aggressive competition, and sophisticated consumers demand that organizations change
the way they do business or face extinction.
Too many organizations respond to these challenges by trying to do what they have done in the past.
Those that thrive welcome change and renew themselves by aligning with current and future realities.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
You and the members of your organization will:
An Imperative
Formulating a clear and compelling strategy is among the most important work that leaders of an
organization can accomplish. It is not something that would be nice to do when they have more time, but
is essential to their survival.
1. Overview of Strategy
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Evaluate the impact of the big hitters on your organization.
• Determine how your organization might respond to each of these assumptions.
• Identify alternative future business situations.
• Conduct a SWOT analysis to prepare to effectively manage the future business situation.
• Understand the primary questions that must be answered to establish strategic direction.
• Clarify a vision of your organization five years in the future.
• Identify the characteristics of your current customers and the deliverables you provide them.
• Describe your future customers and how your deliverables and products or services may change
to meet their needs.
• Explore your organization’s core competencies and define the competencies you will need in
order to compete in the future.
7. Setting Goals
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Establish metrics in each of your key result areas.
• Assess your current performance.
• Set goals in each of your key result areas.
• Evaluate your feedback system.
• Understand the importance of an integrated master plan for managing your organization.
• Select a number of critical success factors for your organization.
• Identify major performance initiatives to implement your ideal vision.
• Fill out a performance initiatives matrix showing the relationship between your critical success
factors and performance initiatives.
• Learn how to create a project charter to guide the implementation of each initiative.
• Know how to commission project teams for each initiative.
• Understand the basics for project management and how to use a project implementation
worksheet.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
14. Principles of High Performance
Creating Win-Win Relationships
Unfortunately, most of the responses to the challenges companies face today are ineffective.
They attack symptoms while leaving intact the root causes of organizational ineffectiveness.
Now, by attending this program, you can learn principles and methodologies that will enable you
to achieve outstanding and sustainable results within your organization.
• The strategy and direction of the organization are clear and guide day-to-day actions
and decision-making.
• Members of the organization understand the business and are committed to getting
results.
• People govern themselves by shared values and guiding principles rather than rigid
policies.
• People are organized, when possible, into self-managing teams.
• Processes are streamlined and systems aligned to support the strategy and philosophy
of the business.
• The role of management changes from controlling workers to creating an environment in
which people can be most effective.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
The purpose of this program is to accomplish objective #1. You and other members of your
organization will attend four modules, each one tailored to your schedule and needs.
3. Building Trust
• Have fun.
• Experience the consequences of win-lose and win-win strategies.
• Learn how to achieve win-win relationships.
• Understand what is meant by trust.
• Identify the biggest organizational trust issues.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Set personal goals for improving trust.
Consider this:
People don’t work harder and smarter because the company will benefit. People take steps in new and
challenging directions because they themselves will benefit. We address this reality by creating a bridge
between personal and professional goal achievement. In order for this to happen, the program must
address the participant’s question, “What’s in it for me?” We take great care to answer that question for all
salespeople. When salespeople motivate themselves, everyone benefits. Our unique approach to
integrated skills training is the result of years of research. This research isolated certain critical “core
skills” as a basis of all achievement.
Program Objective
To help sales professionals and sales managers increase productivity and improve interactions through
specific goal-setting, time leveraging, communication, negotiation, teamwork, and leadership skills.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Use leadership skills and team effort to bring goals to fruition.
• Achieve higher quality, optimum performance, and consistent results.
2. Leveraging Time
• Identify time wasters and deal with them.
• Allocate time for your strategic goals.
• Focus time toward goal achievement.
• Plan activities based on peak productivity periods.
• Prioritize your customers using the Account Gradation System.
• Apply Account Gradation to increase productivity, using business planning and account
clustering.
3. Communication
• Identify the goals of communication.
• Identify the difference between active and passive listening.
• Utilize active listening to more effectively understand buyer needs.
• Use a variety of questioning techniques to uncover, clarify, and understand buyer needs, wants,
and goals.
• Control the direction of communication with questions.
• Understand others and have them understand you.
4. Negotiation
• Describe how negotiation impacts sales results.
• Describe and demonstrate the link between negotiation and communication, goal-setting, time
management, teamwork, and the sales process.
• Enhance negotiation results by using core skills.
• Prepare the three-tiered goal analysis for negotiable issues.
• Develop negotiation strategies based on opportunity and buying behavior.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Identify and apply bargaining techniques.
5. Teamwork
• Identify how teamwork relates to other sales skills.
• Integrate the core skills into effective sales team operations.
• Identify the key characteristics of successful sales teams.
• Identify which individuals and functions are potentially part of your sales teams for different selling
situations.
• Identify sources of resistance and strategize ways to strengthen key relationships to improve
teamwork.
• Describe the characteristics of an effective team leader.
We all depend on each other. Everything we accomplish within an organization is through the
efforts of people working together.
In a highly interactive environment, team members have fun while learning principles, make
decisions and maintain a positive social environment.
Format
Skills for High Performance Teamwork consists of seven modules that are usually delivered a
week apart. Each module contains exercises to make the training come alive and ensure back
home application. It is designed to be fun and dynamic as well as educational.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Understanding the importance of two-way communication
• Being committed to giving and receiving constructive feedback with other team members
• Handling conflicts directly and in a win-win way
• Looking below the surface to diagnose and improve how the team is really operating
• Conducting excellent discussions and making effective decisions
• Understanding several skills for solving technical problems together
1. Basic Communication
3. Group Dynamics
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Review who is responsible for current team decisions
• Identify team decision issues to be addressed
• Discuss shifting to ideal team decision-making responsibilities
6. Conflict Resolution
• Learn a definition of unhealthy conflict and how to keep from crossing over into it
• Learn about five different conflict management styles
• Use a model to help choose a response to potential conflict situations
• Assess which conflict styles you most often use
• Practice a Three-Step Model for resolving conflict
• Decide how you want to modify your conflict style and how you will better handle your current
conflicts
7. Time Management
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
17. Developing High Performance Teams
What They Are and How To Make Them Work
Few would argue that people are an organization’s most valuable asset. Do you want better
quality, faster response time, higher productivity, greater sensitivity to customers, improved
profitability? People make these happen.
Unfortunately, many people are motivated by compliance. Their hearts are not in their work.
They get by, do the minimum required, and watch the clock. The organization reaps mediocrity.
Other people are motivated by commitment. They care about the work they do, know that they
are valued by their organization and can make a significant contribution to its success. The
organization reaps vitality and excellence.
Why Team?
High Performance teams are more than a group of people working together to accomplish a
common task. They share a common vision and purpose that inspires their performance. They
feel accountable for their work. They solve problems and make decisions and act like full
partners in the business.
When you attend this program you will learn, from foremost experts in the field, how to create a
team environment that results in outstanding performance.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
1. Fundamentals of High Performance Teams
• The definition of a High Performance team and how it differs from a traditional work group.
• The three elements of High Performance teams.
• Four types of teams.
• The stages of team development.
• To create an image and name your team.
3. Effective Meetings
• The characteristics of effective meetings.
• How efficient and effective your meetings are.
• Guidelines to improve the effectiveness of your meetings.
• How to establish and run a meeting from an agenda.
• A format for meeting minutes.
• The three leadership roles required for successful meetings.
• Discussion skills to improve the quality of team meetings.
4. Customer Focus
• Examine your attitude toward your customer.
• Assess how customer-oriented your team and organization are.
• Discuss and analyze feedback from key customers.
• Identify key customer requirements.
• Develop improvement plans to respond to customer feedback.
• Develop a system for measuring and tracking key customer requirements.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Develop action plans to improve the team’s core process.
• Develop action plans to control key variances.
Effective time management is essential to success. The most successful organizations in the 21st century
will require employees who are effective time managers, and who know how to set and reach goals based
on the organization’s vision and values.
In today’s changing economy, those who are able to determine what is important to themselves and to
their organizations, prioritize their activities, and set and reach goals in their personal and organizational
lives will make the biggest impact.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Define time management.
• Prioritize time use.
• Adopt a time management approach.
• Enhance your time management skills.
Whether you are a part of a small firm or a Fortune 500 company, today’s workplace requires managing,
motivating and developing your employee’s time management skills. Increasing and enhancing your
current time management leadership abilities is paramount to your organization’s success.
Persuasion
The Power of Friendship
Trust, friendship and common bonds are a key power.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
The Power of Authority
By effectively showing credibility, knowledge, and authority,
you reduce the risk inherent in most decisions.
This course presents the elements of each power, shows how to activate each and how to apply
individual powers and their combinations.
We provide a process for determining which powers will be most easily activated in each persuasion
encounter.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
High-performance organizations have realized that their proactive approach to employee skills
development helps them leverage customer service as a strategic advantage.
Organizations that place high value on attracting new customers, dazzling customers with their superior
services and keeping them long term, value the role that coaching plays in developing their workforce.
Have you ever heard the statement by Jerry Seinfeld that if attending a funeral most people would rather
be in the casket than giving the eulogy? Have you ever thought about your response to hearing this?
Most Americans would agree with this statement, which is why public speaking is, and has been the most
dreaded fear, even over death.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
Speaking for a Lasting Impression is a training program intended for anyone who is interested in
developing their ability to successfully present in front of a group of people. This program provides
participants with the essential components involved in presenting effectively and delivering a presentation
that will create a positive lasting impression on the audience members. Through interaction and skill
practice, participants will learn how to create, deliver, and enhance their ability to speak in front of a
group.
The fear associated with speaking in front of a group will only be overcome when you have delivered a
successful presentation. Speaking for a Lasting Impression will provide you with the tools necessary to
achieve this goal. Not only will you meet the needs of the audience, you will also gain an increase in self-
confidence, pride, and accomplishment.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Understand how to prepare your topic.
• Define different types of delivery.
• Determine key elements when writing a speech.
• Assess ways to deliver your message.
• Identify techniques to interact with the audience.
5. Raising Retention
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
22. Positive Impact
Most companies today, whether large or small, struggle with the common dilemma of how to make their
organization more productive. We believe it starts with knowledgeable employees. The Positive Impact
training program instils high performance behaviours that create strong organizations, productive in the
areas where it counts most.
As individuals within an organization master the behaviours taught in this program, the organization has
the opportunity to reap the rewards of sustainable improvements in productivity.
Format
Positive Impact consists of seven modules (two to three hours in length) and can be delivered in a variety
of ways, including half-day sessions, full-day sessions, or once a week. This program was designed to
develop behaviours that are beneficial at all levels of an organization and is recommended for all
employees. A companywide implementation of this program can produce measurable results for any
organization.
1. Attitude
• Discover how your attitude, behaviour and job performance are related.
• Treat customers and coworkers respectfully and professionally.
• Prevent negative feelings from affecting your performance and actions at work.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
2. Personal Accountability
• Learn how your specific job is directly linked to the financial stability, success, and growth of your
organization.
• Document your results and cultivate advocates and allies.
• Let the appropriate people know of your accomplishments.
3. Balance
• Discover how the quality of your personal life has a direct impact on the quality and success of
your professional life.
• Have a stable personal life that allows you to direct your attention and energy toward your work,
customers, and teammates.
4. Change
• Accept and adapt to organizational and life changes with professionalism, determination, and
optimism.
• Accept your role in initiating change when appropriate.
• See yourself and use yourself as a change agent for your team.
5. Productivity
• Focus on working diligently despite anything else that is going on in your life.
• Reinforce the concept that using time wisely and maintaining balance between work and
home/leisure with make you a healthier, more consistently productive employee.
6. Communication
7. Leadership Opportunities
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Have a proactive attitude that adds value to interactions with customers, coworkers and your
employer.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
23. Principles of Partnership Selling
Products don't sell, people do!
You have probably heard the comment: “This product sells itself!” While there are definitely fantastic
products of every kind out there, we believe that in reality Products Don’t Sell, People Do! A quality
product and product training are essential to your success but only in part. Strategic and tactical sales
techniques are the vital tools that give you the edge in your market. This program is specifically geared to
teach these techniques in a highly interactive and experiential environment - a methodology proven to
work.
From an instructional standpoint, our programs include presentation, practice and application methods.
We provide the structure; you provide the content. We provide proven methodologies for producing sales
results. We work with you to tailor the practice and application sections to your products and markets so
you can easily turn classroom learning into workplace results. You determine the level of customizing
necessary for your needs and expectations.
Program Objective
Our primary objective is to equip you with real and practical skills to make your career more productive
and more rewarding. Our programs become your programs. We provide sales expertise; you enrich the
program with your specific product and market expertise.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Service and maintain client relationships to generate repeat business and referrals
1. Partnering
• Distinguish between peddler and partnership approaches
• Define benefits for partnering
• Apply skills and tools to facilitate long-term partnerships
• Provide value over and above product.
• See the sales process from the customer’s point of view.
• Identify four personality styles and how to work best with each.
• Identify five buyer roles.
• Create rapport with customers through “mirroring” techniques
2. Value Profiling
• Understand why customers buy and what customers value.
• Develop questions for your value profile to address the needs and values of customers.
• Apply the value profile to match your own products and services to customer-defined value.
• Develop and “up-front close” to ensure that both your time and your customer’s time is well spent.
• Focus your presentation to say, “Here’s what you said you wanted.”
3. Developing Benefits
• Know the difference between facts, features, benefits, and “partners benefits”.
• Tailor benefits to specific customers.
• Identify benefits for your own products or services.
• Use a formula for developing and presenting benefits.
• Present a product in terms of benefits that answer the buyer question, “What’s in it for me?”
4. Presenting Solutions
• Construct partnership presentations that involve your customers.
• Identify and evaluate the elements of an effective presentation.
• Plan for the logistics of a presentation.
• Conduct a presentation with appropriate benefit statements to meet the prospect’s needs.
• Understand obtaining and using proofs and other materials to back up your presentation.
• Design and practice the presentation using literature, visual aids, and support material.
• Make a confident and persuasive presentation that will close the sale.
5. Handling Objections
• Recognizing objections by type.
• Determine which objections are productive to answer and which are not.
• Form appropriate responses to objections using a four-step procedure.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
• Handle objections positively.
• Be confident in handling objections.
• Use objections to move the sale along.
6. Closing
• Understand what closing is and what it is not.
• Gauge how well you have carried out the whole process by your customer’s readiness to close.
• Recognize when the customer is ready to make a decision.
• Use trial closes to define closing opportunities.
• Develop closing objectives that meet both the needs of your customer and your need to make the
sale.
• Develop a variety of approaches that facilitate customer decisions.
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
Course List by Subject
2. Change Management
- Managing Change
- Leading Others Through Change
3. Communication
- Effective Communication
- Communication Skills for Supervisors
4. Conflict Management
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
5. Core Skills
6. Customer Service
- Overview of Strategy
- Analyzing The Business Environment
- Forecasting The Future
- Creating Core Ideology
- Defining Your Strategic Direction
- Defining Your Competitive Advantage
- Setting Goals
- Creating a Master Plan
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
9. Diversity
- Learning to Lead
- Building Your Sales Team
- Developing Essential Skills
- Achieving Results
- Leading with Momentum
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
13. High Performance Leadership
- Principles of Leadership
- Practices of Empowering Leaders
- The Five Leadership Roles
- Leadership Practices: A self Assessment
- Personal Productivity
- Fundamentals of HP Teams
- Performance Expectations
- Empowering Others for Success
- Attitude
- Personal Accountability
- Balance
- Change
- Productivity
- Communication
- Leadership Opportunities
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
16. Powers of Persuasion
- Action Plan
- The Awesome Power of Persuasion
- Persuasion Presentations
- Partnering
- Value Profiling
- Developing Benefits
- Presenting Solutions
- Handling Objections
- Closing
- Putting it All Together
- Basic Communication
- Giving and Receiving Feedback
- Group Dynamics
- Team Decision Making
- Team Problem Solving
- Conflict Resolution
- Time Management
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca
20. Speaking for a Lasting Impression
1000 de la Gauchetière West, Suite 2400 Montreal, QC, H3B 4W5 Tel: (514) 448 2157 – email : info@alvah.ca – www.alvah.ca