Training/Career Development
	Certification Programs Training Courses and Tailored Workshops CDC Newsletter Fresh Graduates Program

	Issue6 - Jan 06		Issue5 - September 05
	Issue3 - Sep. -Dec. 04		Issue4 - April 05
	Issue1 - Jan - Mar. 04		Issue2 - Apr. - Jul. 04

Volume2, Issue1
Message from CDC Manager
Certification Training Programs
September	Workshops
October	Workshops
November	Workshops
December	Workshops

November Workshops:

Consultant Hussein Eissa conducted the Successful Cost Reduction Techniques workshop at AmCham premises on November 21-23, 2004.

The workshop taught participants cost reduction techniques within different activities in the firm, including the three main functions of business: manufacturing, marketing and administration.

Consultant Yasser El Far held the Negation Skills workshop at AmCham premises on November 22-24, 2004.

The workshop was designed to help business associates improve their relationships with each other. It focused on helping colleagues negotiate and communicate more effectively.

Dr. Mostafa El Azhary conducted the Management of Information Systems workshop at AmCham premises on November 22-25, 2004.

The workshop provided an introduction to the fundamentals of the design, implementation, control, evaluation and strategic use of modern, computer-based information systems for business data processing, office automation, reporting and decision-making. The major emphasis
was on the managerial and strategic aspects of information technology.

Consultant Yasser El Far held the Creating Marketing Plans workshop at AmCham premises on November 28-30, 2004.

The workshop discussed the importance of a marketing plan and its basic requirements.

Set Real Performance Goals

Provide employees with clear performance objectives by making sure the objectives are:

• Specific. Objectives should specify a task you want employees to perform or a result you expect them to produce. Examples: “You must give the company name and your name when you answer customer calls.” “Your caller-compaint number must not exceed one percent of the calls you handle.”

• Positive. Tell people what to do, not what to avoid. Example: Say “I expect you to be at the staff meeting by 8:45 a.m. tomorrow and be ready to take part in the discussion,” not “Don’t forget the meeting tomorrow.”

• Complete. “You must let me know if you can’t make the May 5 deadline” could allow a poor performer to tell you on May 5 that he or she won’t make the deadline. To prevent that, say something such as, “Let me know no later than April 20 if you can’t make the May 5 deadline.”

• Required. Pose objectives as requirements, not requests. If you don’t, weak employees may say “I didn’t know I had to do that.” Request: “I would like you to follow these guidelines when you fill customer orders.” Requirement: “Follow these guidelines when you fill customer orders.

How to Build Customer Loyalty

It’s bad business to focus on getting new customers at the expense of old ones. Reason:
It can cost you 10 times as much to get a new customer as it does to keep the one you’ve got. Retention strategies:

• Use your accounting system to track revenue and profit by customer.
• Show employees you’re serious about keeping customers by making retention goals
part of your incentive program.
• Create a more flexible workforce with cross-functional teams and cross-training.

Doing so will improve communication across the organization and from top to bottom
so employees can meet customer needs more quickly.

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