A set of 4 different training workshops based on participants' own occurrences.

1. EXPERIENTIAL LEARNING
Empower your staff & increase performance levels
with high impact experiential learning
The Next Level
Management Skills For New Supervisors & Managers
October 16, 2010
Forefront Power
Communication Excellence for Front Line Staff
October 23, 2010
Relationship Selling
Essential Skills for Pharmaceutical Representatives
October 30, 2010
Aiming Excellence
Customer Service Passion (CSP)
November 06, 2010
www.nutshellforum.com Venue: Avari Towers, Karachi, Pakistan

2. EXPERIENTIAL LEARNING
Dear Colleagues,
Nutshell Forum is pleased to bring to you Experiential Learning, a set of
different training workshops based on participants' own occurrences.
Experiential learning helps individuals to generate understanding and transfer
knowledge in a manner different from the traditional instructive method of
training where trainers simply transfer knowledge upon trainees. Experiential
learning allows participants to engage their own experiences and reflect upon
those experiences to further synthesize and analyze information. Such skills are
integral for problem based learning and engaging twenty-first century skills.
In a 'learning by doing' atmosphere individuals can strengthen their skills in a
meaningful way that helps to promote life-long learners. Experiential learning
can take on different forms, as a solo activity or as a collaborative effort. In a
collaborative environment team members not only learn more about
themselves and their skills, but those of others as well.
Experiential learning is a highly effective training method. It engages the learner
at a more personal level by addressing the needs and wants of the individual.
Simple games, such as helium stick, can teach many valuable academic and
social skills, like team management, communication, and leadership. The reason
why games are popular as experiential learning techniques is because of the
"fun factor" - learning through fun helps the learner to retain the knowledge for
a longer period.
Registration for these workshops is open now and we would request you to
kindly send in your registration as early as possible to ensure a place for your
business.
Sincerely,
Muhammad Azfar Ahsan
Chief Executive Officer
Nutshell Forum

3. EXPERIENTIAL LEARNING
Meet Your
Course Expert:
Mansoor Ahmed Soomro, a Customer Service
veteran of over 15 years is a firm believer in the
adage 'if you do not treat your customers well, then
your competitors will'.
Customer Service is all about FEELINGS. Feelings of
hurt and betrayal. This is what customers feel when
they feel that you are more concerned with the
sale, rather than the service.
He advises firms that in these recessionary times it
is far more important to keep satisfied customers,
even if there are far lower in numbers, then trying
to make a fast buck. After all, your customers are
not the only ones taking an interest in you. Your
competitors are also doing the same.
And, who better to know it all Mansoor – an expert
who has been associated with some of the top
brands of companies, such as Unilever Pakistan,
GSK, P&G, Reckitt Benckiser, Coca Cola, Pakistan
Tobacco, Shell Pakistan and Engro Fertilizers
(Formerly Engro Chemicals) etc.
A highly motivated and detailed-oriented
professional and passionate corporate speaker,
Mansoor is a certified Customer Service Trainer
from Centre for Customer Care, Malaysia, and a
Certified Practitioner in Neuro-linguistics
Programming from NF-NLP, USA. He regularly
conducts trainings on Customer Service, Leadership
and Management Skills and Sales. His area of
expertise lies in Emotional Intelligence (EQ), Team
Building, Quality Service, CSP, Effective
Communication, BHPSO, and TTMISL.

4. OCTOBER
16
The Next Level
Management Skills for New Supervisors and Managers
Return to work with core supervisory and managerial skills.
This management skills training seminar equips you with proven supervisory and management
techniques you can put into action immediately. Learn the tools to plan, organize, communicate and
monitor effectively in every situation. Interactive activities take you through the paces of motivation,
delegation, communication, performance management and time management. Create an action plan to
leverage your people skills to meet new challenges for increased confidence and respect.
LEARNING OUTCOMES
How to plan, organize, communicate, monitor and effectively manage the performance of your direct
reports.
Techniques for giving constructive criticism.
Ways to empower your team using their natural motivators for success.
Techniques to help you cope with difficult employees.
Delegation, time management and motivation for greater productivity.
Effective goal-setting techniques - including creating an Action Plan.
Emotional Intelligence (EQ) competencies to produce improvements in attitudes and performance at
work.
WHO SHOULD ATTEND
Managers and Supervisors with 1-3 years of people management experience

5. OCTOBER
23
Forefront Power
Communication Excellence for Front Line Staff
Learn to build strategic relationships both in the organization and with your external customers.
By learning to communicate with grace and finesse, you'll be able to diffuse difficult situations while
strengthening the positive ones. The results are improved service levels and a more enjoyable work
atmosphere.
LEARNING OUTCOMES
Your own style of interacting with other people.
Techniques to handle difficult customer interactions successfully.
To manage stress in the moment and pro-actively.
Tips to handle out of control customers.
Techniques for asking and discovering the real customer issues.
How to improve the quality of communications.
Key steps to rebounding and recovering from customer complaints.
WHO SHOULD ATTEND
Anyone who is a touch point to the customer, either directly or indirectly, who wants to improve their
working relationship both with external and internal customers. Those in customer service, finance,
technical support, documentation, credit and collections, human resources, information technology,
help desk, administration and sales support.

6. OCTOBER
30
Relationship Selling
Essential Skills for Pharmaceutical Representatives
Move to the next level of performance, value and contribution
In today's pharmaceutical sales market, it is imperative that sales representatives distinguish themselves
and their products from the competition, initiate productive customer dialogue on every call, and gain
commitment that will build business and trust. Doing this consistently is what separates the exceptional
sales representative. This workshop builds on core selling skills to help every representative achieve
exceptional sales success. In this workshop, representatives will learn how to integrate these attributes
into their existing sales model and execute each step of the process with a new level of confidence.
LEARNING OUTCOMES
Develop stronger, more effective relationships with key physicians.
Use sophisticated change management strategies to reduce the number of sales calls it takes to change
physician prescribing behavior.
Become more perceptive communicators, listen more intently and probe to identify points of value for the
physician as well as identifying barriers to change.
Deliver more compelling messages that demonstrate the value of your products and address barriers to
change in the mind of the physician.
Target their communications to bring the most value to the physician, his or her practice and patients by
more effectively focusing marketing and promotional resources to those areas of highest impact to the
physician.
Kick start stalled relationships and improve physician access by becoming more other focused and learning
to think, analyze and act from the physician's point of view.
WHO SHOULD ATTEND
Anyone who interacts with health service providers, including, medical representatives, sales promotion
officers, scientific officers, product development executives and territory managers.

7. NOVEMBER
06
Aiming Excellence
Customer Service Passion (CSP)
Make your job more enjoyable with extraordinary service and professionalism.
Passionate and engaged service businesses are often more successful than indifferent service vendors.
Service with passion not only brings a smile to your customer's face, it warms their heart and keeps
them coming back to you! Every business benefits from a passion for service through increased
customer loyalty, better sales and positive word of mouth.
Passion for service is the qualified coaching path to develop your employee's passion to deliver and be
of service to others, inspiring them to serve from the heart so as to make positive impact on the
customer every time.
LEARNING OUTCOMES
Deliberately engineer great customer service experiences.
Identify opportunities to deliver the service promise.
Acquire appropriate techniques to engage customers, discover customers' expectations and offer
appropriate solutions.
Deliberate on their service delivery methods, generate new ideas, and use innovative solutions to help
improve their service delivery.
Show consistency and commitments in delivering the service promise and set high goals and standards
to achieve win-win in service situation.
WHO SHOULD ATTEND
All service professionals across all industries needing to ignite their potential to serve from their heart.

8. WORKSHOPS FEE
Your participation will be confirmed subject to receipt of
payment.
Nomination can be made by phone, fax or email also.
1-4 nominees
All cheques and drafts to be made in favor of “NUTSHELL
PKR 7,000 per participant
FORUM”. Refunds not allowed, however substitutes may
attend.
In the event of unforeseen circumstances, Nutshell Forum
reserves the right to alter the program.
Registration will be on first come first served basis.
5+ nominees For registration, please contact:
PKR 6,000 per participant
Zulfiqar A. Rahim (0333-3027242)
Suite # 202, 2nd Floor, 6-C, Lane 4, Zamzama Boulevard,
Phase - V Defence Housing Authority
Ph: 9221-35875939, 35301928, 35301929
Fax: 9221-35301930
(includes course material, lunch refreshment Email: nutshellevents@yahoo.com,
breaks participation certificate) nutshellforum@yahoo.com
URL: www.nutshellforum.com
Our Training Method
Theory: Application:
Based on adult learning principles, we
use proven, highly interactive Lecturettes Group Exercises
70% participatory sessions and practical Printed Materials Group Discussion
techniques that create discernable Reading Case Studies
behavioral change that can be applied Assignments Self-Assessments
30% Videos Role Plays
immediately in the workplace.
Brainstorming
We have always been firm believers in (Mind Maps)
an interactive and engaging instructing Personal Reflection
style appropriate for adult learning. Goal and Objective
From theory, to strategy, to proven Setting
practical tools, our trainer delivers
Theory readily applicable ideas and solutions to
prepare participants for real-world
Application situations.