Key Performance Indicators

by on January 6, 2015 | Posted in Management


The objective of this workshop is to help organizations to clarify objectives, choose the right performance measures and implement them successfully for comprehensive business performance management. More specifically, this workshop will help the participants identify and define the business perspectives used to provide a framework for the performance measures. In addition, participants will learn how to develop a set of key performance indicators (KPIs) that reflect the strategic objectives of the business unit within each of the identified business perspectives: Financial, Customer, Internal processes, and learning & growth. At the end of the workshop, participants will develop a comprehensive set of performance measures (KPIs).


Any organization, department heads, business units or teams that would like to have their performance measures constructively reviewed for best practices by AMC experts.

Method of Instruction:

Highly interactive and effective method of experiential learning and action plans. A combination of brief lectures, group work, cases, and exercises will be used to reinforce participants’ learning. Practical work and critique sessions will be emphasized.

Day 1:

Session 1      –     A quick overview of the Performance Management Balanced Scorecard Methodology

  • Traditional Fundamental Measurements and key Performance Indicators

Session 2      –     The Principles of Goal Setting: Developing SMART Goals & Objectives for better KPIs

  • Measure Performance Against Goals or KPIs
  • Defining High Quality KPIs for the Organization as a Whole
  • Understanding Key Performance Indicators
  • Developing Outcome KPIs
  • Overcoming Problems with the “Balanced Scorecard”
  • Linking KPIs to Strategy and Budgets
  • Linking Scorecards Throughout Your Organization
  • Developing Strategic Performance Measurement
  • Making Performance Appraisals Effective
  • Developing Leading Indicators
  • Setting Targets on KPIs
  • Tracking Results Using Software

Day 2:

Session 1

  • Developing KPIs for Learning and Growth
  • Developing KPIs for Internal Processes
  • Developing KPIs for Customers
  • Developing KPIs for Finance
  • Link performance measures to strategic goals and objectives.
  • Use KPIs for the measurement and evaluation of Performance & productivity
  • Evaluate the feasibility of using the Balanced Scorecard in their organization.

Session 2

  • KPIs Templates
  • Action Plan and Experiential Learning Session

Groups will develop and present KPIs for their Units

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أهداف البرنامج:

تزويد المشاركين بالمهارات الأساسية حول طبيعية السلوك الإنساني و بأدوات تحليل السلوك في التعاملات الإنسانية وإكسابهم المهارات اللازمة لتحقيق التجانس مع فريق العمل بما يزيد من فعالية التعاملات اليومية وتقليل درجات التوتر والخلافات


المحتوى التدريبي:


  • تحليل طبيعة وخصائص السلوك الإنساني
  • الأنماط السلوكية وكيفية رؤية الذات ورؤية الآخرين
  • تحليل طبيعة ودور العاملين فى تحقيق التوازن بين الدور الوظيفي وبين العلاقات الإنسانية
  • المهارات السلوكية وأثرها فى التعامل مع الآخرين ( فن الإتصالات ، فن الحديث ، فن توجيه الأسئلة )
  • السمات الشخصية وأثرها على التعامل مع الاخرين
  • العلاقات التبادلية و مداخل معالجة الرفض والإعتراض
  • مهارات الإتفاق مع الاخرين
  • مهارات التعامل مع النماذج البشرية المختلفة
  • تحديد المشكلات وتحليلها والمداخل المناسبة لإتخاذ القرار الصحيح



من يرشح على هذا البرنامج:


جميع الموظفين



Day One

  • Introduction المقدمة
  • Self awareness الأنماط السلوكية وكيفية رؤية الذات ورؤية الآخرين
  • Active Listening. الأصغاء الفعال
  • Verbal and Nonverbal Communication. فن الإتصالات ، فن الحديث ، فن توجيه الأسئلة
  • Perception
  • Self Respect, Respecting Others- Self-Esteem. احترام الذات واحترام الغير

Day Two

  • والمبادئ القيم
  • Creating the Vision and Establishing Goals. رؤية واهداف
  • Handling Stress. التعامل مع ضغوطات الحيات والعمل
  • Levels of Communication. درجات ومراحل التواصل الفعال
  • Trust—A Key Leadership Ingredient. الثقة- مفتاح القيادة الفعالة
  • Respecting other peoples’ ideas احترام اراء وافكار الغير
  • Asserting yourself-Self Confidence الثقة بالنفس

Day Three

  • Resolving Conflict حل النزاعات  – العلاقات التبادلية و مداخل معالجة الرفض والإعتراض
  • The Nature of Power and Influence. القوة والتأثير
  • Cross-Cultural Communication. التواصل عبر الثقافات
  • Relating to colleagues التعامل مع الزملاء ومهارات التعامل مع النماذج البشرية المختلفة
  • Life and priority management ادارة الحياة والأولويات
  • Motivation التحفيز


Day Four



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Workshop Outline


  • Background


  • The management challenge and the new work place
  • What is human resource management?
  • Traditional versus strategic human resource management
  • The evolving HR function
  • The hierarchy of needs
  • Organizational challenges
  • Managing in times of changing people and global turbulence
  • The importance of human capital
  • What does it mean to put people first?
  • The downward performance spiral
  • What a people-based strategy does
  • The seven practices of successful organizations
  • HR challenges at MTC/Bahrain – Group work
  • How to overcome these challenges? – Group work


  • Strategic HRM: A Model for Multiple Roles


  • HR roles in building a highly performing organization
    • Management of strategic HR
    • Management of organizational infrastructure
    • Management of employee contribution
    • Management of transformation and change
  • The new HR champion
  • Sample activities related to HR roles


  • Strategic Human Resource Planning and Job Analysis


  • What is SHRP?
  • Purposes and importance of HRP
  • Linking HRP to organizational strategy
  • Assessing current HR
  • Replacement charts
  • Supply and demand: SHRP process
  • Procedures ands steps for HRP
  • Job analysis
  • Relationships and aspects of job analysis
  • Purposes and importance of job analysis
  • Collecting job analysis information – methods for gathering information
  • Job descriptions
  • The pervasiveness of job analysis
  • Case study about performing job analysis


  • Recruitment


  • Definition
  • Overview of the recruitment process
  • Strategic issues in recruiting
  • Internal recruiting
  • External recruiting
  • Alternatives to traditional recruiting
  • Formal methods of external recruiting
  • Recruitment methods
  • Mean rated effectiveness of recruiting sources – survey results


  • Assessing Job Candidates: Tools for Selection


  • Benefits of careful and strategic selection
  • Order in which selection devices are used
  • Tests: Reliability
  • Tests: Validity
  • Paper-and-pencil tests of ability
  • Work sample and trainability tests
  • Personality tests
  • The interview: what can go wrong?
  • Structured interviews
  • Assessment centers
  • Comparison of selection devices
  • Benefits of proper selection systems


  • Job Evaluation


  • Definition
  • Goals of job evaluation
  • Elements of equity
  • Establishing internal equity: job evaluation methods
  • The point factor method
  • The job grading/classification method
  • The job ranking method
  • Criticism of job evaluation
  • Problems with job evaluation
  • Determining pay rates
  • Merit pay plans
  • Skill based pay
  • Role of the HR department
  • Case study: job evaluation for a specific job


  • The Effectiveness of Training and Development


  • What is training?
  • Training efficiency versus effectiveness
  • The contribution of training
    • Maintaining the skills pool
    • Preparing for new challenges
  • The training cycle
  • Training systems model
  • Models of training
    • The individual training model
    • Organizational effectives and the increased effectiveness model
    • Which model to use at Syriatel?
  • Training needs assessment: three levels of assessment
  • Why do subordinates fail?
  • Pause and think: training at MTC
  • The training phase
  • Some learning principles
  • Off-the job-training methods
  • The training policy document
  • How to evaluate changes due training? Four levels of evaluation
  • Assessment exercise: Effectiveness of training and development
  • Some HRD metrics


  • How to Plan and Conduct Productive Performance Appraisals (PA)


  • Defining the performance appraisal process
  • The PA: an exercise in job design
  • Importance of feedback
  • Dividing responsibilities of PA
  • How often should PA be given?
  • Problems with PA
  • Measurement of performance
  • How to minimize the effect of bias and error
  • Performance appraisal techniques:
    • Rating scales
    • Checklists
    • Critical incidents
    • MBO
    • Self-appraisal


  • Benchmarking, Measuring and Evaluating HR Results


  • Globalization and benchmarking
  • What is benchmarking?
  • Why to benchmark?
  • Measuring HR
  • Benchmarking benefits – Group exercise
  • Types of benchmarking
  • How to use benchmarking results
  • Avoid benchmarking mistakes



  • Participants Action Plan


  • General recommendations and conclusions
  • Individual action plan presentations
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Learn everything you need to know about employee selection in this seminar!

Employee selection is the most important issue in business. Making the wrong hiring decision means throwing away a substantial investment of time and money on recruitment, training and benefits. Study after study has shown that poor employee selection is a costly mistake.

This course will take you step-by-step through the employee selection process, from recruitment through hiring, with actionable advice for improving your interviewing skills and more. Under the careful monitoring of your seminar leader you will practice until you gain the confidence and skills you need.

How You Will Benefit

  • Improve your overall employee selection approach
  • Attract talent through innovative employee recruitment sources
  • Learn how to effectively use telephone screening and other methods to filter out the wrong applicants
  • Practice interviewing techniques to refine and develop your skills as an interviewer—including how to open and close the meeting
  • Understand how to ask the right questions to find out the information you need to know
  • Avoid interview “traps”—EEO and affirmative action

What You Will Cover
Recruitment Challenges

  • Workplace diversity and affirmative action
  • The increasing number of contingent workers
  • Alternative work arrangements

    Recruitment Sources

  • The five primary pre-recruitment considerations
  • Discover benefits and drawbacks for different recruiting sources
  • Strategies to attract special interest groups: new graduates, star performers, homegrown talent, retirees, seasonal employees, part-timers

    Electronic Recruiting

  • Strengths and weaknesses of Internet recruiting
  • Reviewing cyberspace resumes
  • Website considerations
  • Online recruiting guidelines
  • Global Internet recruitment

    Interview Preparation

  • Reviewing job specifications
  • Preparing job descriptions
  • Reviewing applications and resumes
  • Screening applicants by phone
  • Preparing the proper interviewing environment
  • Planning basic questions

    Legal Considerations

  • What you can and can’t ask
  • Understanding federal legislation
  • Record-keeping requirements
  • What to do if you are charged with discrimination
  • Pre-employment questions

    Employment Interview Questioning Techniques

  • The five effective questioning techniques
  • Apply each technique at the proper stage of the interview

    Conducting the Interview

  • Establishing the format
  • Practicing active listening
  • Encouraging applicants to talk
  • Providing information at the proper times
  • When and how to close the interview
  • Team interviewing
  • Interviewing less-than-ideal applicants

    Documenting the Interview

  • What to include and what to avoid
  • Effective and ineffective documentation

    Making the Selection

  • Everything you need to know about all varieties of testing
  • Who uses testing and who doesn’t?
  • Legal implications
  • Reference checking—how to learn information when other companies won’t reveal anything
  • Final selection considerations

Who Should Attend

Professionals with two years or less of experience in hiring, including HR assistants, employment managers, HR specialists and non-practitioners involved in the hiring process

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A Pathway to Self-Understanding and Enhanced Leadership Capacity





The Workshop will be divided into six Modules. The delivery of the material will follow the “active cooperative learning” model.  That is, the workshop participants will be actively engaged in experiencing, understanding, and applying the material, not passively sitting and listening to explanations and descriptions.


At the conclusion of the workshop the participants will:


  • Understand and be able to apply the concept of Emotional Intelligence
    • Identify the primary characteristics of EI
      • Understand these characteristics
    • Know their personal EI characteristics
      • Be able to use (apply) these competencies
    • Know how to provide interpersonal support for sustainability


  • Recognize the importance of EI in their lives
    • Know how to maintain, enhance and expand their EI competencies


  • Understand how to deliver and practice feedback and feedforward
    • Recognize the importance and value of these techniques
      • To their relationships
      • To everyday well-being


  • Recognize the value and benefits of an emotionally intelligent workplace


  • Become a “champion” for the concept of Emotional Intelligence


PLEASE NOTE:  In the following presentation of the various Modules, some flexibility will be employed to recognize and respond to the needs and expectations of the participants and to maximize the value of their learning and their application of Emotional Intelligence concepts.





  • Introduction


  • Facilitator / Participants
  • Group interaction warm-up
  • Purpose / goals / anticipated outcomes
    • Participants’ / Organization / Facilitator’s
    • Conduct /process of the sessions = the learning environment





MODULE 1 cont’d:



  • Emotional Intelligence: What It Is and Why It Matters  (brief overview)
    • Concept origin / definition / introduction in the workplace
    • Fundamentals of emotional intelligence: the concept, the application
    • Primary factors
    • History and Scientific basis for EI
    • Relationship to individual development
      • to cognitive development
    • Organizational applications
    • Presentation /discussion of EI competencies
    • Elements of organizational culture providing
      • Motivation, support, inspiring people to consider investment in EI
    • Responsibilities
      • People
      • Management





  • Preliminary assessment of participant’s EI characteristics


  • Assessment of values, learning styles, personality/temperament, emotional intelligence, leadership factors
  • Relationship to improved Emotional Intelligence


  • Interpretation, application and maintenance of EI characteristics


  • Experiential activity





  • Role and importance of EI in supervisory responsibilities


  • Supervisor Supervisee
  • Managers Leaders


  • Role of organizational culture and support for Emotional Intelligence


  • Elements of organizational culture
    • Motivation, support, inspiration
  • Sustainability factors for EI principles
    • Sustaining people and the organization
    • What activities/measures are required to maintain a supportive culture?
  • Overall environmental sensitivity to EI
  • Requirements to achieve supportive climate for EI development


  • Experiential activity




  • Case Study of Emotional Intelligence in the workplace


  • In small groups discuss, analyze, suggest solutions





  • The Personal Case for Emotional Intelligence


  • Benefits for the individual / family
    • Personal development and satisfaction
    • Enhanced relationships
  • Benefits for the individual in the workplace
    • Enhanced relationships
    • More productive team work
    • Less interpersonal tension


  • The Business Case for Emotional Intelligence


  • Contribution to the bottom line
  • Kinds of firms, global, regional, local
  • Specific EI characteristics and outcomes
  • Sustainability factors


  • Applications to customer satisfaction (CRM)


  • Improved relationships
  • Greater satisfaction
  • Relationships = more business




  • “The Art of Possibilities” video


  • Implications for Emotional Intelligence
  • Benefits to the individual / the organization


  • Workshop Evaluation


  • In-house evaluation form
  • Value to individual
  • Individual application
    • Personally

In the workplace

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This workshop integrates the activities that procure materials, transform them into final products, and deliver them to customers.


These activities include traditional purchasing function, along with additional activities that are important in the relationship with suppliers, distributors, and customers. Internally, supply chain managers work with Purchasing and other departments.  Externally, supply chain managers concentrate on building a high performing supply base that focuses on maximizing value to the ultimate customer while maintaining speed, flexibility, efficiency, and responsiveness in their own operations. Perhaps the most important aspect of supply chain purchasing is the focus of understanding and incorporating the needs of your customers into the operations of your organization.

Purchasing management professionals must develop and maintain the tools necessary to manage the supply chain and to maximize the performance of their organizations. They must understand and integrate such key skills as lean and agile manufacturing, supplier and customer relationships, Supplier selection, e-commerce and information technology, and decision support systems. In addition, the use of communication and collaboration, negotiation, and teambuilding are also skills that enhance the effectiveness of the purchasing function.

You Will Learn How To:

  • Align Purchasing strategies with your business needs
  • Design purchasing organization and purchasing systems
  • Integrate Purchasing concepts into your own organization
  • Identify and use different purchasing methods and tools
  • Build a cross-functional supply chain management team
  • Incorporate and communicate supplier
  • Evaluate and assess your suppliers
  • Select the right suppliers
  • Set supplier expectations and measure performance
  • Identify and use Purchasing negotiation techniques with suppliers and customers
  • Understand the use of partnerships and alliances with suppliers
  • Measure and improve supplier performance
  • Determine what future trends will impact your supplier selection strategies
  • Use e-procurement
  • Handle expediting, price, cost and value.

Workshop Outline:

Day One:

  1. Understanding the Purchasing Function
  2. Business Issues
  • Overview of Purchasing management
  • Overview of Materials management
  • Defining and mapping the optimal Purchasing function
  • The role of purchasing in organizations
  • Integrating Purchasing with functional operations
  • Gaining competitive advantage through effective and efficient Purchasing
  • Aligning supply chain and Purchasing business strategies
  • Identifying organizational barriers
  • Teaming and collaboration

Day Two:                                                                                         

  1. Managing the Supply Base
  • Strategic souring
  • Supplier evaluation and qualification
  • Partnerships and alliances
  • Tendering
  • Negotiation in a SCM framework
  • Managing supplier performance and expectations

Day Three:

  1. Logistics
  2. Measuring Purchasing and Supply Chain Performance
  • Transportation and distribution in the supply chain
  • Planning supply, demand, and inventory
  • Purchasing and Inventory
  • JIT Purchasing
  • Basics of E-procurement
  • Designing a performance measurement system
  • Financial implications of supply chain strategies
  • Identifying and managing cost issues – Price, Cost and Value
  • Benchmarking

Day Four:

  1. Emerging Trends in Purchasing and Supplier Management

7. Action Plan: Cases and Exercises

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The workshop will provide a hands-on opportunity for participants to experience and identify critical aspects of crisis management.

Beginning with an introduction to the essentials of continuity planning and crisis management planning & preparedness. the workshop will then move into a practical simulation exercise based on a scenario comprising features taken from real-life situations.

The workshop will also include an opportunity to develop individual agency action plans to encourage immediate follow up action to improve practice and to develop in-house crisis management plans and exercises to implement the lessons learned during the training.

Intended Audience

Managers with a responsibility for the efficient and competent management of their organizations. In particular this workshop is aimed at junior and senior managers who have a responsibility to ensure that if and when an organizational crisis occurs, they are able to manage the crisis effectively so that the day-to-day activities of the agency and their programs continue with the minimum of disruption.

 Day One


  • What is a crisis? Identify the members of a Crisis Management Team and their responsibilities


  • The methods by which incidents and crisis will be identified


  • The on-call, standby and invocation process


  • Resilience and Transcendence: surviving crises, thriving in life.


–     Identification of lines of communication – both internally within the

Company and to appropriate external organizations


  • System by which business continuity plans are invoked and


  • Crisis Resolution: The Change Process.


  • Making Contact: The Power of Connecting.



Day Two

–    The process of decision making and the resolution of conflicts
of interest


–    Making Meaning: Transforming a Crisis Narrative into a Survival
–    Managing Emotional Arousal: Promoting Feelings of Resolve.

–    Envisioning Possibilities: Creative Coping.

–    Crisis Intervention with Individuals: Working One-on-One.


  • The management of the incident situation


  • The arrangements for the reporting of the status of staff availability, facilities, systems and any other process or equipment that is critical to the business


  • Crisis Intervention with Couples and Families: Resolving with relatives.


  • Identification of the communication equipment and other technical equipment to be used

Day Three


–      Effective Crisis Management

–     Crisis Intervention with Groups: Coming Together with Resolve.


  • Crisis Communications


  • The issuing of status reports throughout the company and to appropriate

external organizations- a disaster report form
–     Crisis Prevention.


–     The organization and management of the Crisis Management Control

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This workshop covers the Six Steps to Success and shows how to enter a negotiation well positioned to succeed by analyzing the situation in advance, and building a plan that reflects reality. Topics covered include:  Process View of Negotiations, the case for a Systematic, Analyzing the Negotiation Situation, Planning for the Upcoming Negotiations, Establishing Negotiation Goals and Objectives, Strategic Approaches and  Planning for Negotiating Within Teams, Organizing for Effective Negotiation , Gaining and Maintaining Control and Closing Negotiations.


Workshop Objectives


The workshop is designed to build and enhance three core management competencies:


  • Relationship management skill sets essential to the successful development and implementation of negotiated agreements.
  • Problem-solving
  • Communication


More specifically the workshop will explicitly deal with topics such as:


  • Competitiveness with business entities within and outside their regions.
  • How the better management of conflict and strategic relationships can substantively improve efficiency within the firm leading to improvements in revenue generation and profitability.
  • Facing the fact that conflict is inherent to management of a firm.
  • Facilitation of free exchange of ideas to promote and manage change.
  • Succession planning with specific reference to family owned businesses that have hired non-family professional executives.


Training Type:

Interactive workshop including Power Point Presentation, video projection, and case studies.


The Workshop Schedule:


Day 1


  • Key to effective negotiation
  • Negotiation Forms.
  • Identifying Negotiation Opportunities.
  • Determine What Is Negotiable.
  • Transforming Obstacles into Negotiating Opportunities.
  • Improving Perception.
  • Types of Negotiation.
  • Integrative Bargaining.


Day 2:


  • Essentials of Negotiation
  • Key Approaches to Negotiation.
  • Principles of Negotiation.
  • Basic Steps of Negotiation.
  • BATNA.
  • Communication: Key to Effective Negotiating.
  • Planning and Preparing for Negotiation.
  • Negotiation Success Tips. Negotiations in the Middle East:
  • Business Environment.
  • Cultural Factors Affecting Negotiation.
  • How Negotiations Work.
  • How Negotiations Work in Practice.
  • Negotiation and gender


Day 3:


  • The seven pillars of negotiation wisdom
  • Case studies on negotiation
  • Basic attributes of conflict
  • Forms of dispute resolution
  • Dispute resolution processes
  • Good and bad conflict


Day 4:


  • Conflict diagnosis
  • Conflict diagnosis and alternative dispute resolution
  • Themes of conflict resolution
  • Sources of conflict
  • Communication and conflict
  • Conflict identification
  • Constructive and destructive conflict
  • Impediments to resolve the conflict

Alternative dispute resolution processes

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The Business Communication and Presentation Skills Workshop aims at introducing the participants to the various communication skills needed in a typical working environment. Mastering these skills plays a profound role in shaping and advancing the professional careers in all types of industries and work scopes.  The workshop will introduce some specific guidelines for the effective use of a variety of communication skills in the workplace in an interactive manner simulating working environment.


Day 1:


  1. Holding meetings
    1. Invitation / agenda
    2. Timing
    3. Attendees
    4. Chairing meetings
    5. Writing Minutes of Meetings and follow up


Day 2:


  1. Writing papers and proposals
    1. Table of contents
    2. Structure
    3. Footnotes / references
    4. Graphs charts


Day 3:


  1. Presentation skills
    1. preparation / timing
    2. appearance
    3. body language: Movement; eye contact; gestures; tone; etc
    4. Presentation media: Power point skills / flip charts / handouts


Day 4:


  1. Building Team Networks and Lobbying
    1. How to network Inside and outside the business to increase sphere of influence
    2. Using networked relations in supporting proposals


  1. Effective use of communication mediums
    1. Face to face meetings
    2. Telephone
    3. E-mails
    4. Memos


Day 5:


  1. Listening techniques
  2. Brief introduction to the use of Power Point and Word in preparing effective presentations and reports.
  3. Experiential Learning- Presentations


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The objective of this course is to help you improve your business report writing skills. It will provide you with an up-to-date, clear and concise guide to writing in today’s business world. Besides, it will give you a better insight on how to write various letters, memos, correspondences, emails and business plan reports.

Apparently, some poor writing techniques stem from a lack of instructions, unclear messages as these cause indeed some misunderstanding or miscommunication between employers and employees. Therefore, taking into consideration all these facts and situations, the course will hopefully add some good value to your knowledge, skills and abilities to better respond to individuals and organizations’ requests and queries.


DAY 1:


 Major Problems Faced in Writing Effective Business Reports                                    


  • Highlighting some causes of poor writing.
  • Gaining control to effectively respond to business requests and messages.
  • Explaining misconceptions about writing.
  • Making your message accessible.
  • Shaping paragraphs and sentences.
  • Editing for language, style and tone.



DAY 2:


 Business Writing Techniques


  • Defining the style of business writing.
  • Writing for special purposes.
  • Explaining the basics for report writing.
  • Reviewing structure and format.


DAY 3:


 Business Writing Practice 


  • Creating clear well written messages.
  • Identifying your writing competencies and assessing your strength and weaknesses.
  • Drafting and organizing sample emails, letters and memos.
  • Practicing how to write a business plan report.


DAY 4:


 Problems Faced in Business Writing & Some Useful Recommendations


  • Describing the problems faced in writing business correspondence and reports.
  • Providing valuable tips about improving your business writing skills and techniques.
  • Highlighting some advice and recommendations.




Action Plan and Experiential Learning Session


  • Delivering Group Presentation (Memos, Letters, Emails, Business Reports & Action Plans).

Giving and receiving feedback about the training course.

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