PLN9 Security Services Training Module PLN9 Security Services Total security solutions for Manned Guarding & Electronic Security with Tyco. Manned Guarding, Event Management, Industrial Security, Mall Security, Hotel Security, Building Management, Security Audit Security Training Electronic Security- Distributor of Tyco Fire Products & Tyco Security Products

1. Version 1
PLN9 Managed Training Services
A Division of
PLN9 Security Services Pvt. Ltd.
27th September 2010

2. PLN9 Managed Training Services a division of PLN9 Security Services Pvt. Ltd. is all set to
provide Training and Leadership Development, as we are passionate about helping people
become better.
PLN9 provides a very comprehensive services package that covers all clients’ needs in the field
of physical security. PLN9 Security constitutes of a highly motivated team of security
professionals. Now we are striving to achieve success in the field of training.
Training is a systematic development of knowledge, skills and attitudes required by employees
to perform adequately on a given task or job. This is not about investment in employees, but the
investment in the company. Training brings direct benefits to business and can be calculated as a
return on investment.
Training is important to all members of the organization because it acts as a method of
motivating the employees in an organization. It also goes a long way to improve staff morale in
the organization. Training encourages efficiency and effectiveness in the organization.
Staying competitive is the key to sustainability, training your staff, keeping them up-to-date with
industry trends and new technologies is essential to achieving that goal.
PLN9/TRG/139 Dated 27th September 2010

3. At PLN9 we understand that you face several training challenges including the cost, inconsistent
quality, management complexity and lack of evidence with proven performance, of benefits of
training. To overcome these issues, many companies are choosing to work with us. By
consolidated training modules, training providers, PLN9 Managed Training Service allows you
to benefit from:
• Better visibility of returns on investment
• Reduced costs of training procurement
• A consistent standard of service
• Greater transparency of training spend
• Reduced administration so that you can focus on your core business
• Centralized procurement and management reporting
The courses and programs that PLN9 offers motivate and inspire your staff to experience the
fulfillment and positive change of continued learning. Whether you are looking for leadership
training for key personnel or you want your sales staff to attend a sales training, PLN9 is geared
up with the tools you need for your training requirements.
PLN9 Training Programs will:
PLN9/TRG/139 Dated 27th September 2010

4. Our workshops have received great reviews. With personal assessments, engaging interactive
training and follow up reinforcement after class, our workshops are different than most training
experiences you have had. We take pride in really caring about our trainees and ensuring they
transfer what they learn back to the job.
Trainings we conduct:
1. ‘Sales Training’ based on a ‘Consultative Selling Technique’
2. Leadership Series
•Effective Time Management
• Managing Conflicts @ Workplace
• Championship Team Building
• Powerful Presentation Skills
3. Leadership through Quality
4. Soft Skills
5. Security Trainings
Risk Assessment, Risk Mitigation, Emergency Response, Security Organization, Visitor's
Profiling, Processes, Technology Understanding, Fire Safety.
6. Personality Development
7. Customer Service
8. Soft Skills
PLN9/TRG/139 Dated 27th September 2010

5. Personality Development
Personality – Key to Success
“If we all did the things we are capable of doing, we would literally astound ourselves.”
- Thomas Edison
It is now scientifically proven that all of us have tremendous capacities and potential, which we
habitually fail to use.
The influence of human personality upon the functional efficiency of an organization and its
personnel has been widely recognized. The personality can also be modified to a certain extent.
Accordingly, recent years have seen a variety of efforts by professionals in various fields to
design courses that will help develop certain positive trends in personality. The objective of such
courses is to remove or screen out those barriers or obstructions that stand in the way of the
expression of individual personality, through a process of training.
PLN9’s module on personality development is specifically designed to cater to the demands of
training courses organized for our client’s staff in order to improve their functional efficiency.
The module covers 9 areas. It is validated in two stages, and contains the distilled wisdom of
consultative process. When effectively operationalised, the module will ensure that participants
are given adequate opportunity to gain skills that will help improve their functional efficiency.
Aim
The training module is aimed at the promotion of the strategies for the personality development
of the participants. The rationale behind this endeavor is the recognition of the multifaceted
influence of the personality of the employees upon organizational effectiveness.
PLN9/TRG/139 Dated 27th September 2010

6. Course Content
1. Leadership
2. Interpersonal Relations
3. Communication
4. Stress Management
5. Conflict Management
6. Performance Appraisal
7. Time Management
8. Motivation
Day 1 Session I Registration, Familiarization and Inauguration
and Introduction to the Course, Introduction to
Leadership, Leadership Styles
Day 2 Session II Interpersonal Relations, Introduction to
Communication, Barriers of Communication
Day 3 Session III Introduction to Stress and Causes of Stress, Impact of
Stress and Managing Stress, Team Building, Managing
Conflict.
Day 4 Session IV Introduction to Performance Appraisal, Time
Management, Motivation
PLN9/TRG/139 Dated 27th September 2010

7. Customer Service
The following are example modules for Achieving Excellence in Customer Service training for
front-line workers and first-line supervisors.
Module 1 (1 Day)
As a result of this training module, participants will be better able to:
1. Identify customers and what they value.
2. Describe the most difficult customer ever encountered and provide a theory as to why the
customer behaved as s/he did.
3. Explain why the customer is the job, rather than an interruption of it.
4. Describe the basic customer needs, knowing that customers ask for what they want, but
what they need is a whole lot more.
5. Explain ways in which co-workers are internal customers and why they should be treated
with the same respect as external customers.
6. Describe basic customer working styles and how to get in step with these working styles.
7. Identify personal skills that influence other people’s behavior positively.
Module 2 (1 Day)
As a result of this training module, participants will be better able to:
1. Demonstrate successful attending skills for listening, namely:
o Presence
o Attention
o Authentic Interest
o Suspension of Judgment
o Patience
o Commitment to Work
2. Differentiate between open and closed questions and use them appropriately to serve your
customers better.
3. Explain and demonstrate how asking the right questions can help identify the three
different kinds of customer-based opportunities
o Service Opportunities
o Persuasion Opportunities
o Tension Opportunities
4. Identify and demonstrate the steps in solving a problem for a customer, including the
questioning technique and the bridging technique.
5. Demonstrate proper etiquette for how to answer customer queries.
PLN9/TRG/139 Dated 27th September 2010

8. PLN9’s Leadership Series
Training Modules:
● Effective Time Management
● Managing Conflicts @ Workplace
● Championship Team Building
● Powerful Presentation Skills
Module 1: Effective Time Management Skills (Duration: Two Day)
Time is Money. Productivity is directly related to effective planning which in turn comes from
effective time management. Proactive scheduling of tasks on a daily, weekly & monthly basis
helps individuals create more time for themselves.
● Are you constantly challenged with ‘urgent’ & ‘very important’ tasks?
● Are you constantly playing ‘catching up’ on your schedules?
● Are you lost in the maze of ever increasing ‘to-dos’?
● Do you successfully balance work & personal life effectively?
This training session includes simple techniques to effective time management by creating list of
to-dos, identifying & setting priorities, avoiding procrastination and interruptions.
How are you benefited?
- You will get personal insights to developing a framework for effective time management.
Who should attend?
- Any individual who wishes to improve his / her productivity through effective planning.
PLN9/TRG/139 Dated 27th September 2010

9. Module 2: Managing Conflicts @ Workplace (Duration: 2 Day)
Whenever people have come together as a work group, it has given way to conflicts. Successful
leaders have, over time, recognized & acknowledged that conflicts exist and have intervened in a
timely manner to overcome these challenges. Incorporating conflict resolution program helps
both in the short-term health and long-term success of the organization.
Eliminating conflicts from a workplace may not be possible however; establishing clear
framework for employees will definitely help create a harmonious environment. Commonly,
conflicts exist because people bring to the jobs different work habits, ethics & cultural
differences. Add to this, issues related to work allocation, promotion opportunities, unclear
company goals, job security, etc. Put together, all of these make the workplace a potential mine-
field for interpersonal conflicts.
This 1-day training session includes case studies and discussions that will address real life
conflict situations and help leaders deal with interpersonal conflicts in an informed manner.
How are you benefited?
- You will learn how to identify the sources and types of organizational conflict.
- You will be able to handle conflicts more effectively by deploying conflict handling strategies
and styles.
- Learn your own conflict resolution style
- You will be instrumental in creating a healthy & positive work environment around you.
Who should attend?
- Anyone who wishes to manage conflicts better in their workplace.
- All leaders, since they are the source for change.
PLN9/TRG/139 Dated 27th September 2010

10. Module 3: Championship Team Building (Duration: 2 Days)
*Optional, 1 additional day for outdoor team building session)
In today’s competitive environment, having a great team is as critical as having great leaders for
organizational success. Teamwork is the DNA behind highly successful teams, be it sport or
organizations. A group of employees put together do not become a team. Creating teamwork is a
challenging process and creating ‘Championship Teams’ is a dream for every leader. Fostering a
sense of teamwork helps create a work culture that values collaboration. In a collaborative
environment, employees believe that thinking, planning, decisions and actions work well when
there is cooperation. A successful team shares leadership and is interdependent to achieve
common organizational goals.
- How often do you hear employees complain that there is no teamwork within the organization?
- How often do you see team members helping each other in a collaborative manner to meet
common goals?
- Do leaders within your organization coach and mentor their team members for superior
performance?
- How do you nurture team spirit within your team members?
This 2-days training session includes analyzing case studies, brain storming sessions and role-
plays which will help participants identify the essentials of building championship teams. An
optional, 1-day outdoor activity can be customized for your team members where they get to test
their skills on building championship teams.
How are you benefited?
- You will learn the components that go behind creating championship teams.
- Brain storming sessions and role-plays will bring out critical essence of each of the
components.
- Team members will see how each one contributes to the common goal for organizational
success.
- Leaders will learn how to mentor & coach their team members for superior performance
Who should attend?
- A must for people already playing or aspiring to play a leadership role within the organization.
PLN9/TRG/139 Dated 27th September 2010

11. Module 4: Powerful Presentation Skills (Duration: 2 1/2 Day)
1/2 for one-on-one feedback to be incorporated.
“Few people are born presenters”. Immaterial how experienced you are, making a powerful
presentation can be a harrowing experience. Grabbing the attention of the audience especially
when attention spans are low and the fact that different people within the audience may have
different agendas, can be a challenge. The power of your presentation skills make all the
difference between success and failure, whether it is selling to a customer, presenting ideas to
your senior management or energizing your team.
On a personal development level too, developing confidence and capability to give presentations,
standing in front of an audience and speaking well, are extremely helpful competencies.
Presentation and public speaking skills are not limited to special people - anyone can give a good
presentation or perform public speaking in an impressive standard.
In this 1-day training session you will learn how to deal with an audience with control & poise.
Role plays will help understand the nuances of making powerful presentations.
How are you benefited?
- Your employees will learn the techniques of effectively communicating their ideas both in
internal meetings and with customers.
- Individuals will feel more confident and motivated as their public speaking abilities improve.
Who should attend?
- Advanced level of presentation skills (includes the additional day for one-on-one feedback) is
positioned for senior and more experienced members of your team while the basics of powerful
presentation can be attended by all those who wish to improve their skills in this area.
PLN9/TRG/139 Dated 27th September 2010

12. Sales Training
● How often do you find your sales team struggling to get an edge over competition in the
market place?
● How adept are they in maneuvering the discussion away from the deeper discounts
demanded by the customers?
● Is your sales person playing the role of a ‘Salesman’ or that of a ‘Consultant’?
● How often has your sales person successfully uncovered the implicit & explicit needs of
the customer and positioned the product or service to match the customer’s need?
Which is easier, selling based on value proposition or price? Dig deeper and you will realize that
positioning value proposition gets you the sale faster than focusing on price alone. Establishing
the right value proposition also helps you position a higher price to the customer because an
enlightened customer is convinced of the price for superior quality or service.
PLN9’s 4-days ‘Sales Training’ is based on a ‘Consultative Selling Technique’ with a primary
focus on helping sales professionals understand the importance of positioning value during the
sales process. Theory sessions are complimented with ‘Role-Plays’ and personalized feedback on
individual styles. Pre- & Post-assessments enable participants to experience the difference in
their individual styles towards the end of the training session.
How are you benefited?
● Organization:
○ Higher profits, from higher sales at higher prices
○ More successful sales professionals, hence high on motivation levels
● Sales Team:
○ Facilitates change in sales approach, shift from ‘Sales’ to being a ‘Consultant’
○ Faster sales cycle, since positioning value gets faster client approvals than endless
negotiations around deeper discounts
○ Ability to handle objections around price, competition and service issues more
professionally
○ Overcome key obstacles and maximize sales effectiveness & overall revenue
performance
Who should attend the training?
● All sales professionals, including sales managers
Applicable for both ‘New Hires’ and ‘Existing’ sales professionals
PLN9/TRG/139 Dated 27th September 2010