FLOWERS

" Competition is a by-product of productive work not its goal. A creative man is motivated by the desire to a chieve, not by the desire to beat others".

10 Principals of Success

How do we define success? Webster's dictionary defines success as " the attainment of wealth, favor , or eminence." I think we would agree that Webster's definition is quite accurate in terms of how we look at people that we perceive to be "successful".
I would like to expand on this thinking with the following 10 Principles of Success

1) Have a Dream- Create a vision for your future, no matter how big or outrageous your dream is.

2) Develop your Action Plan- Goal setting: Organize your thoughts and feelings on paper, when you do that they become more real. Tape these goals to bathroom mirror, or the refrigerator, somewhere you will see them on a daily basis.

3) Control your Focus- In this day and age of "multi-tasking" you may find this principle hard to follow. However, you must remain focused on your goals if you hope to attain success. Don't let yourself get distracted.

4) Seek Guidance- Finding a mentor is of the utmost importance! Find someone you respect and would like to learn from.

5) Practice Self-Discipline- There will be times when you will be tested, you need to stay on target, and re-focus on your goals.

6) Be Aggressive- I don't know of any successful people that sat around and waited for things to just happen! You need to make things happen, take the initiative and Go For it.

7) Believe in Yourself- If you don't who else will? Be confident in your abilities to turn things around when things don't look so good. Your attitude is a little thing that can make a big difference.

8) Be a Pioneer- You will undoubtedly run into people who will tell you "it can't be done" ignore them, if you have an idea that has not been tried before work to make it a reality. Every great achievement was once considered impossible.

9) Learn to Budget- Put your time, energy and money behind your plan, but do not forget to budget time for you family! They are the reason for your success.

10) Love what you Do- No matter what, you must love what you do in order to live a rich, healthy and successful life.

Program Title: TRAINING NEEDS ANALYSIS

Program Objectives:
The function of training is to increase efficiency, productivity and uplift staff morale: as such it is part of organizational commitment to develop staff in line with the company's objectives and business direction.

Training is an investment, and the Needs Analysis can ensure training cost effective. TNA which executed appropriately will improve staff performance and the investment on training will result in value-added human resources. Hence, this two-day prgram will adopt a hands on approach so that the participants are equipped with knowledge and skills of capitalize the limited training resources to meet their organization's needs.

At the end of this program, the participants are expected to:

• Distinguish between training and non-training interventions; the difference amongst training,development and education.
• Identify the training needs that is related to the objectives of the Company, the Department, the Occupational and the Individual.
• Decide the appropriate methods to use to identify and analyze training and development needs for different level of employees.
• Produce a framework for identifying the training needs and readily be implemented at their organization.
• Transform the training needs to training plan and presenting a thorough written report/presentation to the Board.

Program Contents:

Defining Training Needs Analysis

• Training, Development and Education
• Training and Non-Training Intervention.
• Identify specific challenging areas in organization.

Levels of Training Needs Analysis & the Training Cycle

• Organizational, Operational/Departmental, Occupational & Individual training and development Needs.
• Stages of Analysis.

TNA Methodology

• Designing the content of TNA
• The various methods and strategies of collecting information - Problem Analysis, Customer and Employees Satisfaction Surveys/Questionnaires, Observation and (Group/Individual) Interviews.
• Capitalizing Force-Field Analysis.
• Analyzing Performance Management & Appraisal proceses.
• Job Analysis & Job Description/Specification.

Post-TNA: Implementing Training Plans

• Aligning to Company's business direction.
• Converting TNA to Training Plans to Action.
• Presenting Training Plan.
• How to market training to others within the organization.

Evaluation Processes

• Follow-Up and reviewing the processes.
• Training Audit & Training Satisfaction Survey.
• Levels of Evaluation.

Methodology:
Lectures, group dynamics & simulation exercises, presentations, and video reviews.

Program Duration: 2 Days.

Program Title: EFFECTIVE BUSINESS REPORT AND PRESENTATION

Program Objectives:
Excellent communication skills, particularly in the business writing are a necessary tool in the rapidly changing business environment. Readers need to acquire information quickly and with clarity, and writers must be able to gauge the needs of the readers. Hence, this cource is particularly designed on how to present written corresponence and reports succinctly and able to gain the positive responses from the readers.

At the end of this program, the participants are expected to:

• Improve the writing skills with clarity, conciseness and correctness in presenting business reports and letters.
• Learn techniques of business report presentation skills and styles.
• Understand and apply the factors which affect report format, style and organization of ideas.
• Apply persuasive writing techniques to winning proposal.

Program Contents:

• Planning, paragraph organization and sentence construction.
  . Using the appropriate style ad vocabulary.
  . Information gathering and note-taking.
  . Clarity and conciseness.
• Business Writing Style - six elements of style that contribute to the overall tone of business communication.
• Preparation of brief reports - planning, organizing, writing and formattting reports. Editing and correcting. Organization and layout. Planning an outline, using the right techniques and systematic approach.
  
• Preparation of business proposals - using persuasive writing techniques.Formatting reports that business people like to read.Presentation of an effective Business Reports and understanding the audience's needs

Methodology:Lectures, group dynamics & simulation exercises, presentations, and video reviews.

Program Duration: 2 Days

Program Title: TIME MANAGEMENT WORKSHOP

Program Objectives:

Effective Time Management helps people influence events and conditions instead of allowing events to inflence and take change of the life. This workshop is designed to assist participants fine-tune their time management and planning skills. It leads participants a six-step process for developing effective goal setting and planning. The participants are expected to:

• Increase the effeciency and effectiveness of the planning process by using a six-step process for developing effective plans.
• Understand that effectiveness requires balancing important relationships, roles and acttivities.
• Plan weekly and implement daily based on your mission, roles goals and priorities.

Program Contents:
Knowing Who You Are

• Developing Habits
• Leaders are made of 3 different paradigms
• Vision creates the future
• What is Your Personal Mission in Life :
  . Results You Want To Achieve
  . Contributions and Accomplishments
  . Role Modeling: Your Life's Legacy

Discovering the Values Matters Most To You

• Identifying what are your governing values.
• The Productivity Pyramid: Act, Plan & Discover
• Key Relationships & ResponsibilitiesThe

Time Management Matrix

• Undersanding the difference between Urgan and Important
• The 4 Quadrants of Time Management Matrix: How Do I Spend My Time?
• The Six-Step process

Determining Priorities

• Identifying First Things First
• Eliminating the non-essentials
• Integrity in the Moment of Choice
• From Time Management to Personal leadership

Methodology:

Lectures, group dynamics & simulation exercises, presentations, video reviews and experiential learning activities.

Program Duration: 1 Day

Program Title: BUSINESS WRITING SKILLS FOR CLERICAL STAFF

Program Objectives:
At the ed of the program, the participants are expected:

• To plan better and prepare writing assignments effectively.
• To choose the right words and graphics to communicate information and idea.
• To be able to edit and analiyze reports for accuracy, readability, sequencing, and overall impact.

Program Outline:

• Understanding the basic principles and exercises on grammar.
• Using the appropriate style and vocabulary.
• Information gathering and note-taking
• Clarity and conciseness.
• Editing and correcting.
• Organization and layout.
• Planning an outline, using the right techniques and systematic approach.
• Structure and sequence - appropriate patterns which enables the readers to understand.

Methodology:Lectures, video presentation, exercises, group discussion.

Duration: 2 Days

Program Title: BUSINESS WRITING SKILLS FOR EXECUTIVES

Program Objectives:
At the end of the program, the participants are expected to:

• Improve their skills in writing clear, concise letters, memos, reports and responding to e-mails.
• Understand the reader's position to gain a new perspective on writen communication.
• Understand factors which affect report format, style and organizing the content/information.
• Apply persuasive writing techniques to gain the interest of the readers.

Program Outline:

• Planning, paragraph organizatio and sentence construction.
• Business writing Style - six elements of style that contribute to the overall tone of business communication.
• Writitng Letters and Memos to external parties which are businesslike.
• Preparation of brief reports - planning, organzing, writing and formatting reports.
• Preparation of business proposals - using persuasive writing techniques.

Methodology:Lectures, video [resentation, exercises and group discussion.

Duration: 2 Days

Program Title: CUSTOMER SERVICE II

Program Objectives:
Managing Customer Service is designed based on the Service Audit. It is a customized program, identifying the service performance and customers' expectations' gap. Therefore, it is pertinent to execute the service Audit prior to the training program. At the end of this program, it is expected that the staff need to formulate an action plan as to how will they improve the service level. Hence, the presence of the Head of Departments is crucial to develop the action plan with the staff and building commitment to achieve the service objectives.

Aim

To focus on key elements of service that allows participants to strive for and sustain service excellence beuond customer expectations.

Program Objectives

At the end of the course, the participants are expected to:

• Understand the neede and wants of the target customers.
• Identify the service performance gap and the courses of action to be taken for improvement.
• Develop and formulate a follow-up plan for implementation at the work place.
• Enhance the customer service skills.

Program Outline

• Review of the 7 Critical Success Factors of SC program Part I
• Review the results of Customer Service Audit - and managing customers' expectation gaps.
• The key characteristics of customer service excellence.
• How to handle difficult customers and complaints.
• The key elements in delivering customer service through telephone.
• The importance of human relation skills in providing excellent customer service.
• Develop an action plan to enhance the customer service level at the company

Methodology:

Lectures, group dynamics, presentations, video reviews and expeciential learning activities.

Duration: 2 Days

Program Title: CUSTOMER SERVICE I

Program Objectives:

The key objective of the program is to assist the participants to focus on key elements of service that enables participants to strive and sustain service excellence aligned with customers' expectations. The participants are expected to:

• Understand the needs and wants of the target customers.
• Identify the elements of the 7 Critical Success factors of service in their respective companies/departments.
• Develop a range of customer service skills.
• Establish and formulate a follow-through plan for implementation of excellent service.

Program Outline:
Defining Service Quality

• What Does Excellent Customer Service Means To Me?
• Who Determines Excellence & Quality?
• Who Benefits from Excellent Service?

Service Success Loop

• The inter-relation of Organization/Business Entity, Employees, Customers.
• Managing customers' expectation gaps.
• The key characteristics of excellent customer service companies

The 7 Critical Success Factors in Service

• The Moments of Truth
• Establishing Service Indicators
• Setting Service Standings
• Customer Service Skills
• Service Leadership
• Be A Change Agent
• Teamwork

How To develop an action plan to enhance customer service excellence at the workplace.

Methodology:
Lectures, video reviews, exercises, role-play and group discussion

Duration: 2 Days

Program Title: TEAM BUILDING

Program Objectives:
The key objective of the program is to assist the participants and the organization to build a cohesive team. The participants are expected to:

• identify effective ways to align individual goals with the departmental/organizational goals.
• learn how to foster comradeship and create a high-performing team
• improve the ability to communicate effectively with the team members and break the 'self-imposed barriers'.

Program Outline:Sense of Belonging

• Vision Clarity & Goal Setting
• Communication & Engagement
• Team Motivation & Commitment
• Results Focus

Self Motivation

• Taking Personal Responsibility & Accountability
• Taking Initiative
• Self-Tracking System

Self Motivation

• Having the right attitude towards life & work
• Removing Self-Barriers
• How I can value add in other person's life
• How I can be a Transition Figure

Self Improvement

• Proactive Thinking
• Breaking Away from the past
• Involving Others
• Capitalizing new learning opportunities

Methodology:Lectures, group dynamics, presentations, video reviews and experiential learning activities.

Program Duration: 2 Days (Residential program)

The program design comprises balanced indoor and outdoor activities. The client has the option to select the complexity of the outdoor activities for their employees.

Program Title: PROBLEM SOLVING AND DECISION MAKING

Program Objectives:
The key objective of the program is to assist the participants and the organization to manage the complexities of problem solving & decision making of both short-and long-term issues. The participants are expected to:

• learn a systematic approach/methodology to manage the problems, decisions and potential problems.
• apply the processes to performance-related and task-related issues brought to his workshop.
• identify the ways to improvise the current systems in their respective departments.
• harness their creativity in making decisions and capitalize potential opportunities.

Program Outline:Problem Solving & Decision Making process

• How does the mind functions-the Rational & Creative Processes
• Analytical Thinking
• Lateral Thinking

Situation Analysis

• Situation Analysis Questioning Skills

Cause Analysis

• Cause (Problem) Analysis Questioning Skills
• Specify & Identifying Problems (Cause & Root Condition)

Making Effective Decisions

• Decision Analysis Questioning Skills

Assessing Situations & Potential Problem Analysis

• Potential Problem Analysis Questioning Skills
• Assessing Potential Opportunity Analysis

Creativity in Decision Making Process

• The Barriers to Creativity
• The Techniques to Generate Creative Ideas

Methodology
Lectures, group dynamics, presentations, video reviews and experiential learning activities.

Program Duration: 2 days

Program Title: DEVELOPING MANAGERAL LEADERSHIP SKILLS

Program Objectives:
The key objective of the program is to assist the participants of managerial capacity a broad perspective of managerial effectiveness. The participants are expected to:

• Equip with a range of management skills, which enable and enhance their ability to manage people effectively.
• Identify their respective leadership strengths and areas of improvement.
• Apply strategy planning skills and leadership behavior in a business simulation.

Program Contents: Understanding the Managerial Functions.

• Job of the Manager
• Uses of Managerial power
• Enhancing an Effective Management Style
• Understanding strategic states & tools

Leadership Styles & Approaches

• Qualities of Effective Leadership & Empowering Leadership
• Leadership Self-Analysis
• Choosing your style and developing flexibility.

Developing People Skills

• Enhancing Effective Communication
• Influencing and gaining support to execute plan & tasks
• Building co-operation & team spirit and gaining commitment
• Building a Winning Team through Mentoring, Coaching & Counseling

Methodology
Lectures, group dynamics & business simulation exercises, presentations, video reviews and experiential learning activities.

Program Duration: 2 Days

Program Title: EMOTIONAL INTELLIGENCE AT WORK

Program Objectives:

The key objective of the program is to inspire emotional wisdom through:

• Understanding to current research on the brain , emotions, behavior & learning
• Understanding the three components of ''Know Yourself, Choose yourself, Give Yourself
• Learning environment constructed to enhance intrapersonal & interpersonal intelligence
• Examining your capacity to be a role model for EQ

Program Outline
Fundamentals of Emotional Quotient.
Introduction to the physiology of the brain.

• Overview of EQ - The origins of EQ
• Hijacking, & commucating emotions & the conceptualization of EQ by Peter Salovey, John Mayer & Daniel Goleman

INTRAPERSONAL COMPETENCE
Know yourself

• Masks & assesing self-knowledge.
• Discovering the patterns of behaviors
• Self-Science & the power of words
• Transition to choose yourself

Choose Yourself

• Consequential thinking
• Evaluate/re-choose; Optimism
• Motivation; conflict; community

Give Yourself

• Role modeling & moral dilemmas
• Noble goals

INTERPERSONAL COMPETENCE
Empathy

• Are attentive to emotional cues & listen well
• Show sensitivity & understand others' perspectives
• Help out based on understanding other people's needs & feelings

Social Skills

• Exercise effective tactics for persuasion
• Sending clear & convicing messages
• Inspiring & guiding groups & people.
• Managing difficult people & tense situation with diplomacy & tact.
• Build rapport & keep others in the circle.

Assessment Tools:
There are many different measures that can be used to identify different dimensions of EQ. The EQ Map is one of the assessments which can be used for this particular session. (The professional fee excludes the EQ Map assessment)

• MSCEIT -to measure inner capabilities
• EQ Map - self-scored report, measures workplace predictors
• EQ-I - Tester-scored/Self Report to measure behavior tendencies
• LCA (Lights, Camera, Action) - Group survey measures organization hotspots.

Methodology
Lecture, group dynamics, presentations, video reviews & experiential learning activities.

Program Duration: 2 Days

Program Title: INTERPERSONAL RELATIONS

Program Objectives:
The key objective of the program is to assist the participants to be equiqpped with comprehensive knowlege on identifying different personalities and manage the interpersonal relationship. the participants are expected to:

• Understand why good inyerpersonal skills are important for effective teamwork personal growth & career advancement.
• Understand and identify the different personalities, their strengths & limitation, preferred leadership styles and behavioral modification at workplace.
• Develop interpersonal skills thet will enhance performance in a variety of work situations.
• Use techniques that assist in resolving conflict and in dealing effectively with people issues.

Program Outline Identifying Personalities

• Understanding the behavioral tendencies by applying the DISC (Dorminance, Influnce, Steadiness & Compliance).
• Identifying the behavioral tendecies of self and others.
• How different personalities tend to modofy his/her behavior under different situations:
  . Natural attributes
  . Reaction to pressure
  . Behavior at work

Building Blocks Interpersonal Relationship

• The importance of human relationship at workplace.
• Self-understanding of interpersonal relationship
• How to manage interpersonal relationship with people of different personalities and understanding their needs and expectations.
• Human relations and positive reinforcement
• Human relations and handling criticism

Methodology:Lecture, group dynamics, presentation, video reviews and experiential learning activities.

Program Duration: 2 Days

WELCOME TO MANAGEMENT AND LEADERSHIP COMPETENCY TRAINING PROGRAM

For further enquiries, please contact us at:

Morgan Raj David
012 -655-9042
016-218-3214
westc@tm.net.my

Sebastain Efendi
016-8946-457
seber@gmail.com

Keep us informed as to how we can be an alternative choice of assistance to you. We are pleased to assist you to meet your organizational goals and objectives, and establish as your business associate.

Thank you.
Westminster Sdn Bhd

MORGAN RAJ DAVID

• Morgan has more than 15 years of working experience, predominantly in training and development area. Morgan has developed vast experience in the full spectrum of Human Resources Development.
  
• Morgan holds a Masters degree in Political Science from Universiti Kebangsaan Malaysia and a Bachelors degree in Social Science from University of Malaya.
  
• His experience in Human Resources includes designing, development, and delivering training programs.He has been in the Human Resources in various industries, ranging from security, retail, foreign bank and multinational insurance company. In addition to training, he was also involved in the recruitment & selection of Management Trainees, monioring career progression and succession plaining. He also lectures and supervises Bachelors and Masters of Business Administration degree programs run by KLC University of Wales.
  
• He is a certified trainer for The 7 Habits of Highly Effective program, and obtained certification from Development Dimensions International (DDI) as Skill For An Empowered Instructor, Thomas International DISC Profilling and The 6 Seconds certification for Emotional Intelligence. In addition, Morgan is also certified by Wilson Learning International as an in-house trainer for Social Style Series.
  
• For the past ten over years he has been facilitating behavioral, leadership, motivational and managing change.He has delivered training programs for a multinational company's staff from Indonesia and Hong Kong and also for life insurance agents. Morgan's forte is in people skills training which include Emotional Intelligence, Interpersonal & Communication, Motivational, Leadership & Teambuilding, Customer Service and Problem Solving & Decision Making.

RAJAN ANTHONY

• Rajan Anthony is a Training & Development Specialist has over 8 years of experience in service, administrative and supervisory positions; and in the teaching profession.
  He is an energetic and a motivated trainer with experience training people from clerical to managerial level. His area of expertise is wide ranging and creative - encompassing problem solving techniques, service excellence, communication skills and is able to take participants to the peak performance level called the 'state'.
  
• He is a certified trainer for Achieve Global (Supervisory Curriculum), Dimension Development Integration (DDI)(SEW) and Thomas International's DISC Profiling.
  
• Rajan has extensive experience in the banking and insurance industry, having previouly been attached to Alliance Bank, EON Bank and AIA Co. Ltd.
  
• He has a Master's and Bachelors' in Human Resource Management (Hons) from the University of Wales. He also has a Graduate Advanced Diploma in Administration of Business Executive.
  

ROZIMA YAHYA

• Rozima Yahya has more than seven years of working experience in broadcasting industry and almost two years of experience as a Human Resource Development Associate Consultant.
  
• Rozima Yahya holds a BSC. (Hon) in Ecology from University Malaya in 1996. She was exposed to numerous leadership roles during her university days. She recently completed her Master of Science in Human Resource Development (MSc.HRD) from university Putra Malaysia in November 2004.
  
• In the first 2 years of her career, she headed peer training on the technical aspect of broadcast and production. She was involved in the recruitment interviews and selection of employees for the organization. Later, she was involved in decision making for the company when she was appointed as a member of the Employee Action Team to determine the action plans to overcome organizational problems that contribute to some of the challenging experiences in the company faced by most employees.
  
• Rozima Yahya is now seriously venturing into human resource development as a HRD Associate Consultant. She has experience in needs analysis, module construction and training delivery for some leading departments and organizations, including The Department of Prime Minister, Petronas, Bumputra Commerce BANK, aia, MARA, Telekom Malaysia Berhad and Tractors Malaysia Berhad. She incorporates various approaches in the trainingdeliveries, from lectures and role plays, to out-door laboratory trainings fro team-building, soft-skill competencies and performance management systems.
  

BARRY TERENCE JOHN HOGAN

• Barry has worked for major companies in the UK such a London ransport, Stagecoach, Metropolitan Police Service and Bombardier Transportation, gaining 17 years work experience on electrical engineering and Information Technology.
  
• He holds the recognized British electrical engineering qualifications together with other vocational certificates.
  
• He has obtained Microsoft Certified Professional (MCP) qualifications for various windows operating systems and Networking products that make up the M.C.S.E (Microsoft Certified Systems Engineer).
  
• Apart from his technical work experience, as a native speaker conducts business communication classes and also English as a second language for non-English speaking foreigners at several language institutes.
  

COGNITIVE DEVELOPMENT PROGRAMS

• Strategic Business Planning
  
• Strategic Marketing Management
  
• Professional Selling Skills
  
• Negotiation Skills
  
• Problem Solving & Decision Making
  
• The Art of Business Planning & Thinking
  
• TimenManagement Workshop
  

Duration: 2-3 days (subject to the Organizational needs)

BEHAVIORAL DEVELOPMENT PROGRAMS

• Emotional Intelligence At Workplace
  
• Teambuilding (Indoor / Outdoor)
  
• Train-the Trainers Workshop
  
• Customer Relations Management
  
• Service Quality / Service Management
  
• Building Interpersonal Relationship
  
• Coaching & Counselling Skills programs
  
• Managerial / Leadership Skills programs
  

Duration: 2-3 days (subject to the Organizational needs)

COMMUNICATION & LANGUAGE PROGRAMS

• Interpersonal & Communication SkillS
• Business English for Contact Centre (Tele-Service)
• Business English for Contact Centre (Tele-Sales)
• Business Writing Skills I (Executives)
• Business Writing Skills II (Clerical)
• Presentation Skills Workshop
• Effective Business Report & Presentation Skills Workshop

Duration: Option I: 2-3 days (Subject to the Organizational needs)
Option II:30-hour program

DELIVERABLES

Westminster Consulting will provide:

• Training programms which is customized to the requirements of both organizational and individual training needS

• An evaluation on the effectiveness of the programme at Levels 1, 2 and 3 and preparation of report.

• Recommendations for reinforcement and follow-up programmes.
  

RECOMMENDED APPROACH

• We provide both experiential and educational training courses that addresses management skills issues.
  
• We provide both combination, either or training and non-training interventions subject to the customers' and organizational needs.
  
• Our recommended training programme will adopt an accelerated learning approach which combines both experiential learning and classroom training methods.
  
• Our training methods may include the following:
  . Action learning
  . Adventure-based learning
  . Group discussions & simulation exercises
  . Lectures
  

COMPANY BACKGROUND

Westminster Consulting Sdn.Bhd was founded and registered with the Registrar of Companies in 2003. The registration number of the company is 631657X. We are a trading company specializing in two main aspects development:

• Personal & Interpersonal Development Programs
• Business English Programs

We now provide programs for management, supervisor, as well as operative employees in areas on both organizational and personal development. We customize our programs to align with the Organizational Needs.

PROGRAM CONTENTS
Westminster Consulting training and development programs are focused on building leadership, improving the manegement of people's day-to-day performance, and providing excellent customer service. It is our training philopsophy that people acquire new behaviors and skills most effectively through a blending of learning options that include classroom and outdoor activities through experiential learning methods.

Westminster Consulting also offers wide spectrum of services, particularly HR consulting services such as designing and developing Training Needs Analysis, Multi-Source Feedback, Performance Management System, Succession Planning, Employee Opion Surveys, and Customer Satisfaction Surveys. we are confident of offering the most effective value added services to our clients.

In terms of designing our training syllabu, we have adopted the Self-Science by 6 Seconds Confluent Model. By beginning with this Confluent Model, it is possible to create a curriculum that leads to meaningful growth in all parts of a learner. The goal of training syllabus shifts from meeting the institutional needs (completing a syllabus) to meeting the learner's needs (creating competency and connectedness). In the end, this model meets the institutional needs more effectively because learning is internalized and the learner is engaged.

All aspects of development are interconnected. The result: thoughts, feelings and actions are inexorably linked and must be balanced