Concentrix eAlmanac 2016

Collaborate EffectivelyProgram Objective Key ModulesCorporates around the world have realized that “silo mentality” and knowledge hoarding  Understanding why collaboration isbehaviors is a sheer waste of brainpower that could save an organization millions, or could important?even lead to the discovery of a revolutionary new process, product, or service. Thisindividualistic approach causes profits to plummet and workforce engagement levels to dip.  Discover how to leverage collaboration toolsThis program focuses on harnessing the power of collaboration by:  Practice collaboration Understanding the Difference between Teamwork and Collaboration Discover the importance of Collaboration at Concentrix Understand key Collaborative Behaviors Discover how to leverage Collaboration Tools Practice to collaborate Audience: Methodology DurationEmerging Leaders Face to Face 5 hours Program Owner Program Manager L&D DPM

Conflict ResolutionProgram Objective Key ModulesWherever there are people, there always will be conflict. Managers have to deal with conflict at  What is a Conflict Situation ?the workplace every day. Remember that conflict is natural and happens in every ongoing  What are the different ways to dealrelationship. Since conflict is unavoidable we must learn to manage it. Regardless of whetheryou are dealing with your own conflict or someone else’s, your response to the conflict can with conflict?increase or decrease the intensity of the problem.  Why and how to collaborate to resolveThis program enables you to – conflict?  Understand Position Vs Interest ? Enhance the ability to handle and resolve conflict, using a collaborative approach.  Barriers to conflict resolution? Understand conflict and the different ways of dealing with conflict Understand how active listening is critical to resolving conflict Audience: Methodology DurationEmerging Leaders Face to Face 5 hours Program Owner Program Manager L&D DPM

Communicate EffectivelyProgram Objective Key ModulesIn order to thrive in the social world, communication skills play a key role. Communication  Basics of Communicationskills enable us to have a desirable impact, and influence without authority. This  Social Stylesshort module will help learners hone their communication skills, in order to have better  Components of Communicationinterpersonal relationships with their colleagues.This short and crisp module will help with the following: Understand the basics of communication Identify the various social styles Recognize tips and techniques to communicate effectively Audience: Methodology DurationEntry Level & Emerging Face to Face 4 hours Leaders Program Manager DPM Program Owner L&D

Networking For Results Key ModulesThe Power of Personal Contact  Understand the importance of networking Program Objective  Understand how healthy is your This program helps enhance your power of personal contact by learning how to build and network further leverage you’re personal, and social network, accelerate networking performance and create tangible results.  Discover what does your Digital Presence Say about You At the completion of this module, participants will be able to:  Analyze your own network  Analyze their network and create an action plan to achieve desired results  Networking DO & Don’ts  Discover platforms to build Digital Presence  Understand the various types of network  Enhance networking etiquette Audience: Methodology DurationEmerging Leaders Face to Face 2 hours Program Owner Program Manager L&D DPM

Learn to LeadProgram Objective Key ModulesBy the end of this training, you should be able to:  Essentials of People Management  Achieving personal mastery Achieve personal mastery by recognizing how external factors and perceptions  Transitioning from ‘I’ to ‘We’ affect our development  Building performing teams  Create a climate of engagement Understand the unique individuals that make up your team and implement the best management approaches for a diverse team Experience a paradigm shift from being an individual contributor to a people manager Understand the natural development of a team in order to build a highly performing team Implement best practices for setting and communicating goals clearly to your team Create a climate of engagement within your team that includes recognition of the team’s collective and individual contributions and improvements Handle difficult conversations regarding team performance effectively Audience: Methodology DurationEmerging Leaders Face to Face 2 Days Program Owner Program Manager L&D DPM

Seven Habits of Highly Effective People-BeginnersProgram Objective Key ModulesThe 7 Habits of Highly Effective People ®based on the best-selling business book by the same  Habit 1: Be Proactive®name, provides the foundation to strengthen the human side of performance at the personal,  Habit 2: Begin With the End in Mind®managerial & organizational levels. The 7 Habits ® courses equip employees with the tools and  Habit 3: Put First Things First®skills to work at the highest levels of effectiveness, both with & through others. It helps build  Habit 4: Think Win-Win®stronger organizations by strengthening and exercising the character and competence of the  Habit 5: Seek First to Understand, Thenwork force. to Be Understood® Creating high levels of trust  Habit 6: Synergize® Breaking common ineffective behaviors & tendencies  Habit 7: Sharpen the Saw® Develop strong interdependent relationships and teams The workshop also focuses on self-mastery Audience: Methodology DurationFirst Line Managers & Face to Face 1 Days Managers Program Manager DPM Program Owner Prashant Suri

U turn if U want toAn exclusive workshop for womenProgram Objective Key ModulesA study conducted by McKinsey shows that companies having women among top managers  Understanding Customer Behavior &demonstrate higher operating margin and market capitalization in the industry than companies Delivering Valuemanaged by men only. Concentrix is continually invested in finding, hiring and retaining thetalent, and in creating a fun and encouraging workplace environment. “We believe in an  Strategic Thinkingenvironment that fosters growth, not only for the company but also for the individual,\" says Jojo  Business AcumenMatthews, Director HR, Concentrix India and UAE. Concentrix believes in equal opportunity  Financial Acumenemployment- Inclusivity and Diversity are very important at Concentrix.  Negotiation & Influence“U turn if U want to” will enable participants: Overcoming day –to-day challenges faced by women in corporate world. helps women understand how and what women need to do to be accepted/understood in professional career Need and ways for self-promotion Decision making styles Audience: Methodology Duration Face to Face 8 hoursFirst Line Managers & Managers Program Manager L&D (Diversity Female Employee) Program Owner Harsha Tikoo

Beyond Dolls & CarsA Workshop on gender sensitizationProgram Objective Key ModulesMen and women each bring a gender-influenced intellectual and relational perspective to  Why corporate promote gender equality?common work tasks and activities such as analysis, problem-solving, and  Gender Quizcommunication. Understanding these differences - and the benefits of diverse mindsets - is  Gender: Nature or Nurture  Gender Blind Spotscritically important when tackling today’s business challenges. This program aims to bridge thegap of understanding between men and women to create a more inclusive, more productiveworld.The key objectives are: Understand the need for Gender Intelligence Understand what is perception and how does it impact Gender neutrality Learn what causes the fundamental differences between Genders Both men and women understand how to leverage their differences in tackling whatever task is at hand, making best use of their respective skills and talents. Identify Gender Blind spots and explore how to bridge them Become more effective and produce greater, more sustainable results by seeking and blending the contribution of both men and women in unison Audience: Methodology Duration Emerging Leaders, First Face to Face 4 hoursLine Managers & Managers Program Manager Program Owner L&D Harsha Tikoo

ENTRY-LEVEL PROGRAMS 5

Diploma in Business ManagementProgram Objective Key ModulesBPO sector constitutes as one of the fastest growing industry in India. Today, it is the hottest • Phase I : Face to Face Modules (7 F2Fdestination for any company which wants to outsource its business processes. Employees at sessions)entry level are real ambassadors of a company and which is why most organizations arecommitted to invest in these young professionals. • Phase II: Online Modules (13 OnlineThis intervention is designed for entry level young professionals that provides opportunities to modules)bind together: • Phase III: Webinar • Aspirations for higher learning • Phase IV - Assessment • Qualification • Career visibility Diploma in • Industry insights BPM • Provides potential opportunity to grow in a chosen career stream Successful completion will fast-track Audience: Entry Level Methodology employee growth.(New Joinees) less than 6 Face to Face, Online Self Study Modules Duration -months Tenure 12 to 18 months Program ManagerManager/People Manager Panneer Selvam to nominate Program Owner Anuradha Umalker

Acing an IJPProgram Objective Key ModulesAre you looking to move to the next level and need help to understand the challenges you may  What are goals • Understand SMART goalsface in an interview for a job in a company that already knows your skills and talents. An • Set your goalsinternal interview requires as much preparation and foresight as any other. You need to prove  IJP & You • The IJP processthat even though you're good at your current job, you have the ability to be exceptional in the  Know your skillsjob you're seeking. Internal interviews require the same rigor as interviews with an external  Present Yourself Effectivelycompany. • Resume • InterviewThis program is designed to: Make tenured employees aware of the IJP process and preparing them to succeed in the IJP selection process in the organization. Formulate goals to choose your career path. Discover job responsibilities and skill sets required for specific roles Write an effective resume for specific IJP role Prepare to deal with IJP interviews effectively Prepare an action plan to accentuate the positive Audience: Methodology Duration Face to Face 1 DayEntry Level & Emerging Leader Program Manager DPM Program Owner L&D

Winning ImpactProgram Objective Key ModulesIn today’s job market and professional landscape, there is no room for being another face in the  What is personal branding?crowd. You have to separate yourself from the competition. You have to be more appealing to  Perceptions and Your Imageyour target audience by creating a recognizable personal brand.  Dressing ProfessionallyThe question is no longer IF you have a personal brand, but if you choose to guide and cultivate  Understanding the importance of Bodythe brand or to let it be defined on your behalf. LanguageThe main objectives of this program are:  Handshakes To create your unique personal brand that will differentiate you from the rest in today’s  Gestures  Postures competitive Marketplace  Build Credibility and Confidence. Be able to identify the key components of projecting a professional image that opens opportunities in your workplace Create a winning impact by developing a positive and lasting first impression Audience: Methodology Duration Face to Face 1 DayEntry Level & Emerging Leader Program Manager DPM Program Owner L&D

Attitude & Customer ServiceProgram Objective Key ModulesCustomers love and cherish those companies that treat them the way they like to be treated.  Exceptional Customer Service & gradingStatistics shows that – Most customers will spend up to 10 percent more for the same productwith better service. service quality When a customer receives good service, he or she tells 9 to 12 people on average.  Power of words & How to exceed An 82 percent chance exists that customers will repurchase from a company if their customer expectations complaints are handled quickly and pleasantly.  Understanding challenging customers &The program is designed to refresh the basics of achieving an excellent/exceptional customer working with angry/upset customersservice and apply the various techniques to exceed customer expectations while dealing with  Different types of customer behaviorsvarious types of customers and their behaviors.The key objectives are: & dealing with difficult customers-HEAL Learn how to be customer centric  How to say “NO” to customers with Learn how to build winning relationships, provide the right assistance at the right times, and finesse & Service Recovery effectively handle angry customers. Manage difficult customer interactions Understand the concept of Service Recovery & G.E.M (Going an extra mile) Benefits of being a customer centric Audience: Methodology Duration Face to Face 6 hours Entry Level (Relevant for Agents in customer facingrole for Voice-Process Only)Program Owner Program Manager L&D DPM

RecastProgram Objective Key ModulesThere are quite a few things that you can do to improve your financial and personal state  The FISH Philosophywithout spending even a single dime. One of the biggest is simply improving your attitude – the • The four principles.way you interpret the things around you and the way you relate to others. Recast mainlyfocuses on the above.  Strokes and Power of Touch. • Type of strokes.The key objectives of this program are:  Attitude is a state of mind. Recognize techniques to be self-motivated & self-driven • Positive Attitude & changing Identify the importance of attitude in personal & professional life environment. Evaluate your current level of motivation & commitment Create an action plan to address any gaps. Identify the importance of team work and Implement it at your work places Audience: Methodology Duration Entry Level & Emerging Face to Face 6 hours Leader Program Manager DPM Program Owner L&D

Communicate EffectivelyProgram Objective Key ModulesIn order to thrive in the social world, communication skills play a key role. Communication  Basics of Communicationskills enable us to have a desirable impact, and influence without authority. This  Social Stylesshort module will help learners hone their communication skills, in order to have better  Components of Communicationinterpersonal relationships with their colleagues.This short and crisp module will help with the following: Understand the basics of communication Identify the various social styles Recognize tips and techniques to communicate effectively Audience: Methodology DurationEntry Level & Emerging Face to Face 4 hours Leader Program Manager DPM Program Owner L&D

STEP UPProgram Objective Key ModulesThe STEP Up program is for employees less than 90 days old in the organization.  Job vs AcademicsThe program is composed of four modules, each module taking an hour to deliver:  Personal BrandJob vs Academics : The difference between the environment at an academic institution and  Communicate Effectivelythe workplace  Vallued AgentPersonal Brand : learn the importance and benefits os building a personal brandCommunicate Effectively : understand the Importance of Communicating effectivelyValued Agent : Learn what makes an agent successful Audience: Methodology Duration Entry Level Face to Face 4 hours Program Owner Program Manager L&D DPM

Receiving Feedback to ExcelProgram Objective Key ModulesIn order to be successful in our job roles it is important to listen to and incorporate the  Basics of Communicationfeedback that you receive. Doing so effectively and without judgment will give you the best  Social Stylesreturn on your efforts.  Components of CommunicationReceiving Feedback looks at the intentions of a feedback provider and the possiblereactions from the person receiving feedback. By using the Johari Window, participants areencouraged to understand themselves while receiving feedback Audience: Methodology Duration Entry Level Face to Face 4 hoursProgram Owner Program Manager L&D DPM

NEED BASEDPROGRAMS 6

Excel SkillsProgram Objective Key ModulesA recent study by career information expert Laurence Shatkin revealed the monetary benefits to  Understanding Calculationlearn Excel. His study revealed an average 12% increase of earnings when the worker had Excel Methodology of Exceltraining, as opposed to having no Excel skills.  Differentiating DataBy end of this program, participants will be able to:  Apply different functions of Excel To manage multiple worksheets and workbooks including construction of formulas across  Understanding how to Connect worksheets different worksheets To manage large amounts of data, sort data, filter data, outline and subtotal their  Re-arranging data as per your spreadsheets. requirement Understanding charting, auditing techniques and constructing formulas.  Understanding how to Create Charts Understand the basics of Microsoft Excel and learn some common formulae used in the office to analyze and interpret data. Audience: Methodology Duration Need Based Face to Face 1 day Program Owner Program ManagerLocation Learning NA Partner

Intermediate Excel SkillsProgram Objective Key ModulesA recent study by career information expert Laurence Shatkin revealed the monetary benefits to  Complex Formulae Buildinglearn Excel. His study revealed an average 12% increase of earnings when the worker had Excel  More Complex Data functionstraining, as opposed to having no Excel skills.  Creation of User defined Functions  Macros [Basic Insight] depending onThe Advanced Excel course assumes that students are confidently working within the Excelenvironment and wish to delve into the more technical and intricate aspects of using Excel’s group levelavailable tool set. By end of this program, participants will be able: To a deeper level of understanding when constructing and building formulas. To use Excel on a day to day basis to evaluate, extract and analyze results and acquire techniques to streamline tasks within their current workflows. Gain knowledge of creating User defined Functions and a basic insight to VBA code to gain a greater understanding of macros. Audience: Methodology Duration Need Based Face to Face 1 DayProgram Owner Program Manager LLP NA

Email EtiquetteProgram Objective Key ModulesEmails are an important communication tool in today workplace. Email allows instantaneous  Plan, draft, complete the emaildiscussion and direction, it lets you reach out to people at all corners of the globe. But you need  Understand the key components of anto watch out! You may be sending the wrong message without even realizing it! Like it or not,your e-mail style is a direct reflection of your professional reputation. And that means you emailsimply cannot assume you’re being understood.  The right tone  Grammar and the right choice of wordsThe key objectives of this program are: Understanding of the basics of email etiquette to be used Understand how to improve your business communication through email  Responding to flame emails Identify common e-mail mistakes and learn how to avoid them  Do’s & Don’ts of an email Audience: Methodology Duration Need Based Face to Face 5 hoursProgram Owner Program Manager LLP NA

OPS-Assessor Certification ProgramProgram Objective Key ModulesIn today’s economy, hiring the best people is more critical than ever. Entrepreneurs can’t afford  Prepare: Calibrateto lose time, money and results from a bad hiring choice (a recent Forbes article by David K.  Opening the InterviewWilliams pegs the cost of a single bad hire at anywhere from $25-50,000). The cost of finding,  Drive the Experienceinterviewing, engaging and training new employees is high. Employees also require desks,  Branding Concentrixcomputers, phones and related equipment, let alone the largest costs of being an employer—  Expectation Settingsalaries, benefits and taxes. This program is focused on enhancing your interviewing skills based  Conclude the Interviewon behavior based technique. To replace traditional questions with questions focused on  Evaluating the Candidateassessing skills, knowledge and attitude.  Some Tips and TrapsAt the completion of this module, the participants will be able to: Plan the interview keeping the job roles in mind Frame questions to assess knowledge, skills and attitude Transition from traditional way of interviewing to a structured technique Use BAR and SAR technique to effectively conduct an interview Audience: Methodology Duration Need Based Face to Face 1 Day(Interview taking role only) Program Manager Program Owner NA LLP

Think Enable Key ModulesProgram Objective  Business imperative for employing persons with disabilitiesEvery individual is unique and has something to bring to the table. This means diversity.Concentrix has been focused on hiring and enabling skilled people with disabilities. The  The 3A approach for includingpurpose of the module is to enable the workforce to work effectively with PWDs, to bring persons with disabilitiesabout a change from a disabling mind set to an enabling mind set.  Inclusive leadershipBy the end of the workshop participants will be able to understand:  Tips for interaction with Persons The business imperative for employing and integrating people with a disability with disabilities Approach to enable people with a disability Role of the employee / manager in integrating people with a disability into our workforce Audience: Methodology DurationPeople Manager, Peers & Face to Face 2.5 hours buddies of differently Program Manager abled NA Program Owner LLP

Lean Six Sigma Yellow BeltProgram Objective Key ModulesA 2 day program that teaches you Six Sigma Methodology and Define – Measure – Analyze –  Highlights the role of Yellow Belt inImprove – Control (DMAIC) Approach. small scale improvement  DMAIC flow of problem solving (D- Define, M-Measure, A-Analyze, I-Improve, C-Control)  role in Green Belt projects Audience: Methodology DurationEmerging Leader Face to Face 2 Days (Band 5) Program Manager NAProgram Owner LLP

Lean Six Sigma Green BeltProgram Objective Key ModulesA 4 day program that teaches you Six Sigma Methodology and Define – Measure – Analyze –  Highlights the role of Green BeltImprove – Control (DMAIC) Approach, Statistical tools for data analysis and decision making, and team work for successfulProject Management Rigor. implementation  DMAIC project management technique (D- Define, M-Measure, A-Analyze, I-Improve, C-Control)  Use of statistical tools for statistical analysis DMAIC flow of problem solving Audience: Methodology Duration Team Leaders Face to Face 4 Days (Band 6) Program Manager NAProgram Owner LLP



Would I work for Me?Program Objective Key ModulesWould I Work For Me will demonstrate how to not only successfully manage, but will also  Would I Work for Me? (Video)inspire participants to consider the effects of their own management behaviors. It focuses on  The Number one reason people thrivethe Individual Management Module (IMM) which depicts how a manager's Values,  What makes you work for someoneBehavior, Situation and Business Goals affects the Climate of the team. This influences the  Four winning ideasoverall performance of the team.  Eight effective management practices  Of all the workplace stressorsBy being aware of his / her behaviors, leadership styles and Thinking preferences, the skilled  An Employee’s happinessleader can demonstrate the behavior s/he intends. With a skilled leader, the employeeperceives the same behavior as the leader intends. “The number one reason people thrive at work is their boss. It’s also Individual the number one reason they quit.” Management -Gallup Organization Study Model (IMM)Audience: Methodology Duration TBC TBC Face to Face (Video Based)Program Owner Program Manager TBD TBD

Personal Branding Key ModulesProgram Objective  What Personal Branding means to each one of us?Personal Branding Is A Leadership Requirement, Not a Self-Promotion Campaign.Convey your identity and distinctiveness as a Leader.  The attributes of people with strongBecome an extension of the corporate brand to influence people both internally and personal brandingexternally  How we can build Me,Inc. Audience: Methodology Duration Team Leaders Face to Face 4 Days (Band 6) Program Manager TBDProgram Owner TBD