Soft Skills Training
After development of programmes that are customized to your needs, Monochrome will then tap on the pool of trainers that is best suited to the organisation or industry. The experience of the trainer from a similar industry or similar experience (e.g. service or sales) allows for more effective transfer of knowledge, skills and attitude and transfer of best practices.
Our commitment to quality is such that the team handpicked to represent Monochrome Learning Solutions are highly experienced developers and facilitators who have track records of success within their own areas of expertise. We have also made it a priority to work with WSQ DACE-certified developers and ACTA-certified trainers, who have also had experience in training both government and private institutions.
For a sample of the service and sales curriculum Monochrome Learning Solutions has developed and facilitated:
SERVICE CURRICULUM
MONoCHROME ASCEND SERIES FOR SERVICE
SYNOPSIS
As a Service Professional, we are constantly asked to listen to the customers, to always use positive choice of words and to respond with empathy to our customer interactions. However, after some time, we may have picked up habits and industry jargon which tend to be the behaviour and phrases we are most comfortable with.
Learn how to increase your professionalism and reduce potential conflicts with appropriate choice of words. Create goodwill and good service aftertaste by responding to client's emotion and help to solve root cause of problems by identifying underlying concerns of client. At the end of the workshop you will come up with immediate steps you can work on to add that “human touch" into your engagement with the customers.
MODULE 01: CRAFT YOUR WORDS
Learning Objective:
Increase professionalism and reduce potential conflicts by using appropriate choice of words
Learning Outcomes:
1. Differentiate between positive and negative choice of words
2. Construct positive choice of words
MODULE 02: LISTEN TO INTENT
Learning Objective:
Solve root cause of problems by identifying underlying concerns of client
Learning Outcomes:
3. Identify underlying concerns of client
4. Provide solutions that meet client's concerns
MODULE 03: RESPOND WITH EMPATHY
Learning Objective:
Create goodwill and good service aftertaste by responding to client's emotion
Learning Outcomes:
5. Identify situations that require empathy
6. Respond with empathy for identified situations
WHO SHOULD ATTEND
Service Personnel Service Team Leaders /
Managers
DURATION
3 x 2-days
OUR TEACHING METHODOLOGY
- Research-based learning
- Stories and real-life case studies based on your industry
- Interactive games and activities with debriefs to crystallize learning
- Concrete action plans for post-training activities
- Skills practice with exercises
- Practical usage to ensure immediate transfer of knowledge
CERTIFICATION
Learners who complete the entire Monochrome's Ascend Series for Service will receive a
Certificate of Completion.
MONoCHROME ASCEND SERIES FOR SERVICE
SYNOPSIS
No customer likes to hear a “No“ and yet, there are times when we have say “No“ to the customer. How can we still win back the customer after we have rejected their request? Even more so, to try and prevent the situation from escalating especially after we have tried to present various solutions to the customer?
Learn how to present rejections such that it is reasonable and acceptable to client. Overcome Customer dissatisfaction or potential escalation by providing proactive solutions. Create “buy-in" with customers by proposing solutions that is angled towards their benefit.
MODULE 01: CRAFT YOUR "NO"
Learning Objective:
Present rejections such that it is reasonable and acceptable to client
Learning Outcomes:
1. Identify situations that are beyond empowerment
2. Present rejections that is reasonable and acceptable to client
MODULE 02: DELIVER SERVICE RECOVERY
Learning Objective:
Overcome client dissatisfaction or potential escalation by providing proactive solutions
Learning Outcomes:
3. Identify situations where a straightforward answer may not be the solution client wants
4. Provide proactive solutions to identified situations to prevent potential escalation
MODULE 03: PRESENT BENEFIT-BASED SOLUTIONS
Learning Objective:
Create “buy-in" with customers by proposing solutions that is angled towards their benefit
Learning Outcomes:
5. Identify the needs of the client and the possible solutions
6. Provide solutions that is phrased such that it answers the needs of the client
WHO SHOULD ATTEND
Service Personnel Service Team Leaders /
Managers
DURATION
3 x 2-days
OUR TEACHING METHODOLOGY
- Research-based learning
- Stories and real-life case studies based on your industry
- Interactive games and activities with debriefs to crystallize learning
- Concrete action plans for post-training activities
- Skills practice with exercises
- Practical usage to ensure immediate transfer of knowledge
CERTIFICATION
Learners who complete the entire Monochrome's Ascend Series for Service will receive a
Certificate of Completion.
MONoCHROME ASCEND SERIES FOR SERVICE
SYNOPSIS
There is always the challenge in the service industry to impress the customers. There will always be some where it will be a hit and some which are a miss. And yet, we have no idea on why we receive compliments for some and yet others are apathetic when we use the same approach.
Learn how to convert challenging customers by understanding personality profiling & “hot buttons". Impress client by using advance choices of words and create ambassadors by using personalised approaches so the customer feels special.
MODULE 01: DELIGHT WITH WORDS
Learning Objective:
Impress client by using advance choices of words that appeal to their personality
Learning Outcomes:
1. Apply our customised DISC personality profiling system on client to understand them and anticipate their needs
2. Know the “hot buttons" of client in order to understand what steps on their toes and what impresses them
3. Use advance choices of words that appeal and are in sync with client's personality profile
MODULE 02: RESOLVE SERVICE ESCALATION
Learning Objective:
Convert challenging client into reasonable client by addressing emotions before solutions
Learning Outcomes:
4. Identify the “negative hot buttons" of client that resulted in the escalation
5. Address emotions before resolving client's problems with the understanding of “negative hot buttons"
MODULE 03: SOAR BEYOND EXPECTATION
Learning Objective:
Create client ambassadors by using personalised approach so client feels special and cherished
Learning Outcomes:
6. Identify the “positive hot buttons" of client based on their personality profile
7. Hit on “positive hot buttons" of client to impress and create an allegiance between client and you
WHO SHOULD ATTEND
Service Personnel Service Team Leaders /
Managers
DURATION
3 x 2-days
OUR TEACHING METHODOLOGY
- Research-based learning
- Stories and real-life case studies based on your industry
- Interactive games and activities with debriefs to crystallize learning
- Concrete action plans for post-training activities
- Skills practice with exercises
- Practical usage to ensure immediate transfer of knowledge
CERTIFICATION
Learners who complete the entire Monochrome's Ascend Series for Service will receive a
Certificate of Completion.
SALES CURRICULUM
MONoCHROME ASCEND SERIES FOR SALES
SYNOPSIS
As a Sales Professional, it is key to start strong by having the winning mindset and setting motivating goals. However, as we strive to hit our sales goals, we often hit a “wall" when we have exhausted our initial batch of leads. At this point, most of us will start pursuing leads from the cold market.
Learn how to set yourself for success by having a big vision and identifying the steps required to realising that vision. Start by creating a solid plan for generating perpetual stream of new leads and turning them into hot prospects right from your initial meeting.
MODULE 01: SALES CHAMPION MINDSET
Learning Objective:
Inculcate the mindset required for one to excel in a sales career
Learning Outcomes:
1. Identify the right mindset to be a sales champion
2. Set and commit to stretch goals
MODULE 02: CREATIVE LEAD GENERATION STRATEGIES
Learning Objective:
Constantly fill up your sales pipeline by employing out-of-the-box strategies
Learning Outcomes:
3. Identify various ways of generating fresh leads for your sales cycle
4. Develop leads generation action plan
MODULE 03: MAKE FRUITFUL APPOINTMENTS
Learning Objective:
Warm-up your prospects during your appointment making and prepare them to buy
Learning Outcomes:
5. Distinguish between “suspects" and real prospects to avoid a wild goose chase scenario
6. Turn cold leads into hot prospects during the initial call
WHO SHOULD ATTEND
Sales Personnel Sales Team Leaders / Managers
DURATION
3 x 2-days
OUR TEACHING METHODOLOGY
- Research-based learning
- Stories and real-life case studies based on your industry
- Interactive games and activities with debriefs to crystallize learning
- Concrete action plans for post-training activities
- Skills practice with exercises
- Practical usage to ensure immediate transfer of knowledge
CERTIFICATION
Learners who complete the entire Monochrome's Ascend Series for Sales will receive a
Certificate of Completion.
MONoCHROME ASCEND SERIES FOR SALES
SYNOPSIS
In the traditional model of selling, sales professionals used to spend very little time building the trust and rapport with the clients and the most amount of time trying to close the deal. The current model of selling emphasises the building of that trust and rapport upfront such that the closing comes naturally later on.
Master the art of building that lasting client relationship by earning the right to ask the deeper-level questions to uncover client's “hot buttons" and evoke client's buying intentions by proposing solutions that is angled towards their benefit.
MODULE 01: INSTANT RAPPORT AND TRUST
Learning Objective:
Utilise soft skills to establish immediate rapport and trust with prospects and clients
Learning Outcomes:
1. Identify opportunities to deliver sincere compliments and build common grounds to connect with the clients
2. Create deeper trust and relationship by stating your intent up front
MODULE 02: POWER FACT FINDING
Learning Objective:
Find clients' hot button by asking the right types of questions
Learning Outcomes:
3. Know the “hot buttons" of clients in order to understand what will spur them into action
4. Hit on “positive hot buttons" of clients to impress and create an allegiance between clients and you
MODULE 03: PRESENT BENEFIT-BASED SOLUTIONS
Learning Objective:
Ignite clients' buying intentions by proposing solutions which are angled towards their benefit
Learning Outcomes:
5. Identify the needs of the client and the possible solutions
6. Provide solutions that is phrased such that it answers the needs of the client
WHO SHOULD ATTEND
Sales Personnel Sales Team Leaders / Managers
DURATION
3 x 2-days
OUR TEACHING METHODOLOGY
- Research-based learning
- Stories and real-life case studies based on your industry
- Interactive games and activities with debriefs to crystallize learning
- Concrete action plans for post-training activities
- Skills practice with exercises
- Practical usage to ensure immediate transfer of knowledge
CERTIFICATION
Learners who complete the entire Monochrome's Ascend Series for Sales will receive a
Certificate of Completion.
MONoCHROME ASCEND SERIES FOR SALES
SYNOPSIS
One of the differentiating characteristics between the top performers and the average ones is their abilities to forge an enduring relationship between themselves and their clients by establishing themselves as the providers of the solutions to the clients' needs/problems.
Learn how to embrace each objection that is posed forward by clients and artfully overcome them. Position yourself as a solution provider to close the sale and then “up the order". Know your clients inside-out and make them like you so much they say “Yes" when you ask them for referrals.
MODULE 01: LOVE THE OBJECTIONS
Learning Objective:
See objections as opportunities for you to impress your clients and turn them around
Learning Outcomes:
1. Identify the objection behind the objections
2. Overcome all objections using the AAA technique
MODULE 02: FOLLOW UP, CLOSE AND UPSIZE YOUR DEAL
Learning Objective:
Seal and upsize your deals by focusing on the clients' hot buttons
Learning Outcomes:
3. Use different types of closing techniques to seal the deal
4. Use advanced choice of words to propose bigger and better solutions
MODULE 03: CREATE YOUR PERSONAL AMBASSSADORS
Learning Objective:
Convert your client base into your “Raving Fan" club and your sales force
Learning Outcomes:
5. Understand your prospect and client base and create your ambassador action plan
6. Impress your clients and make them your ambassadors by dealing with them based on their personality profiles &"hot buttons" using the advanced DISC profiling techniques.
WHO SHOULD ATTEND
Sales Personnel Sales Team Leaders / Managers
DURATION
3 x 2-days
OUR TEACHING METHODOLOGY
- Research-based learning
- Stories and real-life case studies based on your industry
- Interactive games and activities with debriefs to crystallize learning
- Concrete action plans for post-training activities
- Skills practice with exercises
- Practical usage to ensure immediate transfer of knowledge
CERTIFICATION
Learners who complete the entire Monochrome's Ascend Series for Sales will receive a
Certificate of Completion.
Plan To Retire, Now
SYNOPSIS
This 1-hour seminar aims to provide participants with the tools to customise their financial plans to drive towards their retirement dreams.
This session also provides you with an overview and description of the various national schemes that are specifically tailored to help you reach your retirement goals faster.
Understand compounding and harness its power to propel you quickly to your destination. Build passive income streams through the use of insurance. Ensure that your financial plans do not stray from the path with protection plans.
What You Will Learn
- You will learn the skills to take charge of your expenses and increase your savings to achieve financial freedom quicker
- The true picture of retirement now
- Medical costs and inflation. What if you lived just 5 years longer than the average, than if you had planned for?
- The power of compounding, rule of 72
- Maximize tax savings while working
- Calculate the amount needed to retire
- How CPF Life fits into your retirement plans. Learn also if you need other insurance plans in your retirement.
- How to set up a savings, investment and protection plan for you to achieve financialfreedom.
COURSE CONTENT
Overview of Financial Planning
- Understand the need to plan early for retirement
- Understand that different goals exist at different life stages
Reality of retirement
- Understand how inflation and investment returns affect your plan
- Learn how medical needs can derail your plans and how to guard against it
Characteristics of a good
financial plan
- Manage your cashflow
- Safeguard you and your family
- Build your wealth
Investing and compounding
principles
- Risk Return tradeoffs
- Compound interest and long-term investing
Types of Insurance plans
and their uses
- Investment linked
- Whole life insurance
- Health or term insurance
- Annuities
- Calculate your own insurance coverage
Our National Schemes for
Retirement purposes
- MediShield Plus
- Supplementary Retirement Scheme
- CPF Life (annuity and its use)
- CPF Ordinary Account, Special Account, Medisave, Retirement Accounts and how you can maximise them for retirement planning
WHO SHOULD ATTEND
Employees near retirement or anyone who
wants to plan for their financial futures
DURATION
1-hour
PRESENTER:
MICHAEL TAN
Summary of Relevant Skills
- Headed Wealth Management in Bank NISP and Wealth Advisory in OCBC
- Implemented wealth management strategy in Bank NISP and pioneered the wealth advisory in OCBC
- Advised HNW clients on their investment portfolios and overall wealth and legacy planning
- Foreign exchange trader with major banks (JP Morgan and Swiss Bank Corp)