Tanggal
1-2 April 2009

Tempat
Hotel Gran Flora Kemang, Jakarta

Pembicara / Fasilitator
SONDANG P. RUMAPEA, SE, MSi

Sondang P. Rumapea was the Dean of Service Academy; Citibank NA. She was in charge for implementing a structured and systematic learning and development centre, focusing on service quality; conducting service coaching and monitoring for all service channels. Prior to this, she was a Training Consultant of Service Quality Indonesia, a subsidiary of Singapore Airlines for five years

Currently, she is a Professional Corporate Trainer; focus on Train-The-Trainer and Service Quality Mindset and Skills. Some of her clients are: British American Tobacco, Bank Central Asia, Bank Rakyat Indonesia, Bank Mega, Asuransi Astra Buana, Standard Chartered Bank, Bank Niaga, DBS Bank, BNI, Bank Danamon, Holcim Indonesia , Indosat, Procon, PT. Wijaya Karya, PT. Arnotts Indonesia,Indomaret, Wartsila,Toyota Astra Finance, Matahari Putra Prima, PAM Batam, Badan Perencanaan dan Pembangunan Daerah (Bappeda) NTT and Medan , Indonesia -Australia Specialized Training Project.

Sondang hold a Bachelor in Accounting from Faculty of Economics University of Indonesia and Master of Science from Faculty of Psychology University of Indonesia.

Harga
Normal: Rp 2.100.000 / participant
EARLY Bird Before 20 March 2009 : Rp 1.800.000 / participant
Discount 10% for 3 or more delegates from the same company
Fee Includes Training Material, Meals, Certificate, CD/DVD

Materi
Course Objectives

1. Identify the appropriate learning approach for adult
2. Demonstrate the skills required for presenting information in interesting way
3. Build instant rapport with participants and get buy-in from the beginning 3
4. Use and combine compelling audio & visual aids to utilize more senses
5. Chose creative and stimulating delivery formats for ‘dry’ material

Methodology

• Highly Interactive Discussion
• Experiential Learning
• Role Play + Feedback Session
• Self-Reflection

Program Outline ( Day 1)

Understanding Your Audience
* Characteristic of adult as learner
* Whole brain approach
* Learning preferences

Managing the Classroom
* Seating arrangement
* Managing ambience, décor, lighting, temperature, music , visual aids and other properties
* Establish a warm,hospitable atmosphere

Body Language & Quality of Voice
* Impact of body language and voice in training delivery
* Components of voice
* Do’s and Dont’s in body language and voice
• Excercise 1– Videotaped

Effective Visual Aids : Flipcharts, Power Point, and Slides
* Review available options for visual aids
* Benefit s and drawbacks of each option
* Do’s and Dont’s in creating effective visual aids

Building Credibility
* Understanding the importance of personal conduct, social practice and content expertise in building credibility
* Planning a training session
* Methods in opening a training session that builds credibility
* Overcoming nervousness
• Excercise 2- Videotaped

The Power of Question
* The importance of question as a powerful tool in creating effective learrning session
* Techniques in creating dynamic question and answer session
* Planning the right question to direct thinking process

Building Mood (Ice Breaker, Energizer, Music, Story Telling)
* Methods to keep the learning fun to accelerate the
learning process
* Principles in applying the right ice breaker, energizer, humour and story
Excercise 3 – Videotaped

Program Outline ( Day 2)

Handling Challenging Situation
* Source of challenging situations
* Type of challenging participants
* How to handle challenging participants

Final Excercise: Put every skill into practice
Excercise 4 – Videotaped

List of our Clients (Train The Trainer Program)
Bank Mandiri,Bank UOB Buana,Bank Mega,Bank Danamon, Bank BNI,ANZ Panin Bank, Daya Adira Mustika,Nokia In Touch, Unisem Batam,Rentokil Indonesia, Panarub Industry, Otto Pharmaceutical, Monex Investindo Futures,Dexa Medica, Wyeth Indonesia, Aplikanusa Lintas Arta, Fitness First,High Scope, Wiraswasta Gemilang Indonesia,YPI Semarang, Serasi Auto Raya,Astra Agro Lestari, The British Institute, Wartsila,Trans7, Indomaret,PT Chingluh, Indofood