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7 February 2012 Marriott Karachi Hotel

10 February 2012 9 am to 5 pm Pearl Continental Hotel, Lahore

LIVE ! n in perso
by ...Touching Hearts, Minds and Funny Bones!

I'm excited for my first trip to Pakistan. I'm ready to celebrate all that is good and focus on delighting customers and employees. Get ready to laugh, play and celebrate. Happily Ever Laughter.

An internationally recognized professional and the perfect resource for those looking to connect with their customers and employees, whoever that may be. SCOTT brings a fresh global perspective about the changing worlds of customer engagement, employee engagement, branded customer services, AND humor as a tool while opening your minds to new ideas.
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Overview

Pakistan is at a difficult time in its history creating feelings of despair. From threats of radicalization and natural disasters to the electricity crisis, employees are experiencing tremendous levels of stress. By changing the culture of your organization and focusing on building your greatest asset, your people, you will soon notice a dramatic shift in morale and productivity. Through the power of humor, creativity and celebration, you will find happier employees creating happier customers. This seminar, organized by Terrabiz, recognizes the need for such a revolutionary approach in bringing positive change to Pakistan and its people. I am excited to invite the worlds renowned and talented Motivational Humorist, Scott Friedman, to help us laugh and celebrate our way to a more engaged workplace and connected customers.
Hamza W. Hashmi
CEO, Terrabiz

Customer expectations have dramatically changed over the years. Today, satisfying the needs of your customers by providing fast, efficient service is no longer enough. You must move beyond customer satisfaction and engage your customer in a memorable experience that is consistent with your brand promise. It starts with creating a culture of innovation where employees are empowered to take risks and make decisions as if they owned the company. This culture honors and celebrates employees creating a true feeling of connection. Good leaders know that if you grow your employees, your employees will grow the company. This entertaining and insightful program is full of tools and techniques that will help you engage both your employees and customers in a memorable experience. Through humor, creativity and celebration you will develop a brand that people want to be associated with both internally and externally. During this program you will see that he or she who laughs and celebrates, connects!

Program Objectives

What people say about Scott

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1. Create an engaging culture that motivates employees to deliver on the brand promise 2. Develop happy employees which is key to creating happy customers 3. Develop a service mentality that makes it easier to deliver on the brand promise 4. Establish immediate rapport in a global market 5. Service Recovery - surefire ways to turn the "Agitated" into "Allies" 6. Develop your unique sense of humor in building better relationships 7. Developing a competitive advantage through brand differentiation 8. Move from customer satisfaction to customer experience 9. Adding the element of celebration to your workplace 10. Use humor to make work and life more fun.

Who Should Attend?

Any manager, supervisor or leader who wants to improve employee & customer service, experience and strategy. This is one of Scotts most popular and best-rated programmes. It is perfectly suited for anyone who wants to win clients and customers and establish successful relationships in business. If you would like to see how you could use humour for a change and connect better with your customers and employees, you wouldnt want to miss this spectacular and entertaining seminar with Scott.

7 February 2012 Marriott Karachi Hotel

10 February 2012 9 am to 5 pm Pearl Continental Hotel, Lahore

Course Outline

DEVELOP AN EXTRAORDINARY SERVICE MENTALITY - Identify and create your employees and customers Perfect World. - Be there to 'lift up' not 'let down' - Share success stories - Don't just hear, listen - Manage your "Moments of Truth" - AUR approach to unhappy customers - Acknowledge, Understand Resolve BECOME A GREAT STORYTELLER - 'Half the words' exercise - Use the Pause to frame your message - Play "what if" - Start a Humor Diary DELIVER THE CUSTOMERS UCE - (ULTIMATE CUSTOMER EXPERIENCE) - Look through the eyes of the customer - Creating relevance for the customer of today and the future - Under-promise & over-deliver - Employees are Experts - Always be Innovating POWER OF HUMOR IN EMPLOYEE AND CUSTOMER ENGAGEMENT - GPS - Go Play Some - "One Minute Humor Break" - Add humor rituals to the workplace - Self-Accepting humor - Planned Spontaneity - Humor as Aikido CREATE AN EMPOWERED CULTURE - Rewards and Recognition - A clear sense of mission and values - A comfortable environment where employees are respected - Share mistakes and lessons - Connecting employees to something larger than themselves - The Power of storytelling in building the internal and external brand - Challenging employees to keep the brand relevant and sustainable - The value of Corporate Social Responsibility

7 February 2012 Marriott Karachi Hotel

10 February 2012 9 am to 5 pm Pearl Continental Hotel, Lahore

Your Motivational Humorist

Scott Friedman, CSP (Certified Speaking Professional), Former President of the National Speakers Association, is one of the most unique motivational humorists in the world today. He is author of Using Humour for a Change and Punchlines, Pitfalls and Powerful Programmes. An internationally recognized professional, Scott speaks on a variety of topics over 80 times a year. His areas of focus include employee and customer engagement, branded customer service, and using humor to engage an audience or a customer. His international clients include Singapore Airlines, the Singapore Government, Young Presidents Organization, Hyatt Asia, and many of the Fortune 1000 companies. His improvisational comedy training, quick wit, and engaging material make Scotts valuable programs a bunch of fun to listen to while youre learning innovative new approaches. He offers to all of his clients a global and culturally sensitive perspective on how to get more out of work and out of life. He is always sure to do his homework to ensure that all groups feel at home no matter where they might be.
We are a business information firm, having managed and organized events of various calibers during the last 3 years of our operations. Among our more recent event are MIT Entrepreneurship Forum Pakistan, Terrabiz and OPEN jointly organized a conference on Corporate Innovation and Entrepreneurship2010, Karachi in December 2010, 3rd Women in Business Leadership Conference in Lahore on 25th November 2010 in Lahore with PSTD, Entrepreneurship 2010 Changing the Mindset conference with MPF, 2nd Women in Business & Leadership Conference WIBCON 2010, in April 2010 which we managed for PSTD. ICAP in collaboration with Terrabiz organized a highly successful CFO Conference Rising CFO in March 2010 which was attended by 600 delegates.. We also managed the MAP Conference in November 2009, Lahore with high appreciation from all over the country. Terrabiz Human Capital Management Conferences which were held in Karachi and Lahore in April09 and July09 respectively, and the Compensation & Benefits Day in June'09 also received a very good feedback from the HR professionals in the country. We also organized the 11th Convention of the Management Association of Pakistan in December last year in Karachi. MAP convention has become the benchmark against which all business conferences are measured. We also organized the first ever conference on Digital Marketing in Pakistan titled Marketing 2.0 which saw the confluence of the top three names in the world of digital marketing - Google, Yahoo and Microsoft, represented by their senior executives from abroad. Global Head of Mobile Marketing P&G was also one of the speakers. Terrabiz has also organized some events with Google Pakistan. Terrabiz was responsible for producing a series of highly successful road shows on the promotion of investment in Pakistani capital markets in different cities for its client the Central Depository Company. As part of our operations, we also regularly facilitate international trainers to conduct public workshops in Pakistan. A few of them were 'Six Thinking Hats' with Dr. Sunil Gupta, Life Time Master Trainer of Edward de Bono Tools, Nick Blasdale Introductory Management Skills, Advanced Presentation Skills and Media Relations by Simon Bucknall, HR Balanced Scorecard with Alan Fell; Employer Branding with Dr. Olga Kampaxi, and many others. Our recent training workshop participants list includes SSGC, OGDCL, KESC, KAPCO, Pakistan Security Printing Corporation, State Bank, National Bank, MCB Bank, HSBC Bank, Allied Bank, NIB Bank, Faysal Bank Limited, HABIB Bank Limited, Samba Bank Limited, SILKBANK Limited, Mobilink, Ufone, Zong, Warid Telecom, Wateen Telecom, Telenor, World Call Telecom, Siemens, Haleeb Foods, National Foods, Cadbury, Getz Pharma, Sanofi Aventis, Novartis Pharma, GSK, PharmEvo, Macter Pharma, Sight Savers, Syngenta, Engro Corp, Coca Cola Beverages, Unilever Pakistan Limited , Tapal Tea Pvt. Ltd , CDC, HUBCO, Aga Khan University, IBA Karachi, Shirazi Trading, , Ali Gohar & Company (Private) Limited, Atlas Engineering Limited, Attock Refinery Ltd, B|BRAUN Pakistan, Byco Petroleum Pakistan, Clariant (Pakistan) Ltd, ColgatePalmolive (Pakistan) Ltd, Dalda Foods (Pvt) Ltd, First Imrooz Modaraba, Geo Television Network, ICI Pakistan Limited, InfoTech Private Limited, INTERNATIONAL INDUSTRIES LTD, Metro Cash & Carry Pakistan (Pvt.) Ltd, Packages Limited, Tetra Pak Pakistan, Transworld, et al.

For onsite customized programs by Scott Friedman Please contact Tanvir Hussain tanvir.hussain@terrabizgroup.com Cell: +92 321 2322 486 Phone: +92 21 3455 8539

Registration details: Seminar Fees: Rs. 17,500/Group Registration: 5 or more Rs. 14,500/- (per participant) 10 or more Rs. 13,500/- (per participant) 20 or more Rs. 12,500/- (per participant)

For registration contact Qazi Waqas Ahmed | Asim Rajput +92 345 3037 045 | +92 321 8980 681 Tel.: +92 21 3455 0431 & 3455 0319 Fax: +92 21 3455 7264 register@terrabizgroup.com

Kindly make your cheque in favore of Terrabiz and send it to the following address: Suite # 403, 72-S/2, Shahwar Trade Centre Above Standard Chartered Bank, Allama Iqbal Road, P.E.C.H.S., Block 2, Karachi, Pakistan. Tel.: +92 21 3455 0431 & 3455 0319

www.terrabizgroup.com