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Our Services >> Custom Training Programs

"Accelerate learning and performance with a blend of focused programs and tools"

IBM Corporation

 

Bank of America

 

University of California,
Davis

Cisco Systems

 

Citigroup

 

Xerox

 

VISA

 

Florida Department of
Health and Rehabilitative
Services

VerticalNet

 

PG&E

 

  IBM Corporation

IBM Business Partner Services Marketing Education Series

Need – Enable a geographically-dispersed group of employees and partners to quickly deliver a new series of IBM services.

Solution – Managed, designed and developed custom training and job aids: a concise self-instructional guide, audio tape, and 'quick reference' pamphlet.

"IBM Business Partner Services Marketing Education Series: IBM Services" (self-study manual, audiotapes, laminated highlights card)

• How to Use These Materials
• IBM Site Planning Services
• IBM Relocation Services
• IBM Installation Quickstart
• IBM SystemXtra

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Market Research Methods Series

Need – Increase the capacity of marketing, product development, and other staff to professionally survey and analyze customer requirements, and to research customers in commercial and public databases.

Solution – Designed and developed 3 interactive courses taught by market research experts in studios linked by satellite to 7 IBM classrooms across the country.

"Basic Discovery Techniques" (1-Day Interactive Workshop, Participant and Facilitator Guides, taught in classrooms and via satellite with learner keypad Q&A and testing in up to 7 IBM satellite-connected classrooms)

• Introduction
• Design
• Preparation
• Collection
• Selecting a Research Provider
• Glossary
• Bibliography

 

"Finding Customer Information: The Search Process" (1-Day Interactive Workshop, Participant and Facilitator Guides, taught in classrooms and via satellite with learner keypad Q&A and testing in up to 7 IBM satellite-connected classrooms)

• Course Overview
• Introduction
• Define Information Needs
• Create Search Strategies (Pathways)
• Create Search Strategies (Sources and Techniques)
• Organize the Search Information
• Evaluate the Search Information
• Assemble the Search Results
• Course Evaluation and Closing

 

"Using the 'Voice of the Customer' Process"

Need – Ensure that customer requirements and the competitive environment clearly drive product planning, quality, and development.

Solution – Managed, designed and developed a detailed and practical workshop including a Trainer's Guide and self-instructional Participant Handbook closely integrated with live training.

"Using the 'Voice of the Customer' Process" (2-day Interactive Workshop, Participant and Facilitator Handbooks)

• Overview: Using the Voice of the Customer (VOC) Process
• Preparing to Do the VOC Process
• Discovering Customer Wants and Needs
• Organizing Customer Wants and Needs
• Measuring Customer Wants and Needs
• Presenting and Implementing VOC Results

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"Customer Requirements and Task Specifications"

Need – Systematically identify and prioritize product requirements using a local-area network and proprietary software with customer groups.

Solution – Refined the processes with the clients and developed a Trainer's Guide and self-instructional Participant Handbook closely integrated with live training and customer requirements gathering.

"Customer Requirements and Task Specifications" (1-Day Interactive Workshop, local area network system (decision support center) enabled the expert-facilitated process, Participant Guide and Facilitator Guide)

• Workshop Purpose and Overview
• Executive Overview
• Defining Tasks
• Task Scenarios
• Initiator: Task Definition
• Defining Customer Requirements in a DSC
• Analyzing Customer Requirements
• User Satisfaction Questions
• Initiator: Requirements
• Recruiting Participants
• CRTS Planning
• Glossary

 

Need – Develop a repeatable certification process for Systems Engineers and Account Managers working in cross-functional virtual teams to sell products and provide support to Internet Service Providers globally.

Solution – Designed and developed a series of classroom and web-based 'bootcamps' and courses to train international account managers and systems engineers. Created Trainer's and Participant Guides and expert-validated tests to certify participants in product knowledge and positioning.

"Service Provider Market Fundamentals" (2- Day Interactive Workshop with Participant Guide/On-the-Job Reference Guide, facilitator notes, online individual testing)

• Introduction
• Old World: Voice
• Old World: Telco Networks and Systems
• Old World: Telecom Regulatory Environment
• New World: CLECs
• New World: Greenfield IXCs
• New World: ISPs
• New World: Cable MSOs
• Case Study Part 1
• SP Technologies: IOS
• SP Technologies: IP & ATM
• SP Technologies: Open Packet Telephony
• New World Vision
• SP Architectures
• SP Services: Services Overview
• SP Services: Transport
• Transportation Service Products
• SP Services: Internet Access
• SP Services: VPNs
• Case Study Part 2
• Internet Access and VPN Service Products
• Internet Access and VPN Services Web Optimization Products
• The Cisco Competitive Connection
• SP Services: Voice
• Voice Service Products
• Corporate Support Services
• Case Study Part 3
• Final Test
• Warp-Up and Class End
 

 

"Service Provider Service Fundamentals" (2- Day Interactive Workshop with Participant Guide/On-the-Job Reference Guide, facilitator notes, online individual testing)

• Introduction
• Marketplace Overview
• Reference Architectures
• Security Overview
• Network Management Overview
• Transport Overview
• Core Technologies
• Activity #1: Asking the Right Questions
• Network Design
• IOS Overview
• Access/Dial
• Access/DSL
• Access/Cable
• Access/Wireless
• Case Study #1
• IP Multilayer
• IP Services
• IP + ATM
• VPNs
• Case Study #2
• VoAT Basics
• Unified Communications
• VoX/Tandem Cap & Grow
• Security Solutions
• Network Management Summary
 

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Need – Help customers to effectively use Xerox's desktop publishing software on daily projects on their own.

Solution – Helped subject matter expert to define her layout and design methods in a step-by-step process. Designed and developed this successful course with Participant and Trainer's Guides and 35mm slides illustrating design concepts taken from our daily environment.

"Page Layout and Design Workshop: An Eight-Step Process for Planning Effective Documents" (1- Day Interactive Workshop, Photography, Participant and Facilitator's Guides)

• Instructor's Overview
• Course Introduction
• Ways of Seeing
• Typography and Design: Terms and Concepts
• Page Layout and Design Process
• A Letter Format Makeover
• A Technical Documentation Makeover
• A Newsletter Makeover
• Course Review and Evaluation
• Glossary
• Bibliography

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Product Training

Need – Ensure internal professional services, business development staff and reselling partners are able to install, configure and use the latest version of this eCommerce product.

Solution – Designed and managed the development and delivery of a three-day hands-on training program that allowed participants to actually install the software and simulate the client experience. This had the immediate effect of allowing the company to recognize $1,000,000 in revenue from major reseller of the product.

"VerticalNet eMarketplace Suite 3.0.6 Training" (3-day workshop customized for VerticalNet client, British Telecom, 3-day, hands-on application training, Participant and Facilitator’s Guides, 20-node LAN with full application interactivity)

• Defining Our Vision for the Future
• Introduction to the Product
• Overview of C2 Suite
• Ontology/Ontology Builder Introduction
• Ontology Builder Tool
• C2 Server Application and Usage Overview
• C2 Server Installation and Configuration
• Business Publisher Suite Overview
• BP Suite Installation and Configuration
• BP Suite Mapping and Publishing
• Architectural Overview of Trade Server
• Functional Overview of Trade Server
• Installation of Trade Server
• Functional Overview of Auction/Reverse Auction: Administrator
• Functional Overview of Auction/Reverse Auction: Originator
• Functional Overview of Auction/Reverse Auction: Bidder
• Implementation Process Case Study: NECX Online Trading Exchange
• Our Approach to Legacy Systems
• Internationalization
• Competitive Landscape Overview
• VerticalNet Solutions and Yantra
• Working with VerticalNet Solutions
• Enterprise Sourcing
• Glossary
 

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Product and Sales Training

Investment Banking Services

Need – Train all BofA retail customer contact personnel (branches and regional offices) on the new suite of IRA products being offered prior to the upcoming "tax season", which was 2 months away, in order to meet a sales goal of $500,000.

Solution – Designed and developed a product and sales program and built 40 satellite broadcast reception rooms with a capacity of over 1,400 participants per broadcast to deliver it. Over 5,600 people were trained in 25 cities in 7 states in 6 sessions over a period of 3 days, contributing to $1,000,000,000 in IRA sales revenue (double the goal) over the following three months.

"Individual Retirement Account (IRA) Training" (½-day interactive satellite broadcast session with video presentations and scenarios, interactive exercises between sites and moderator, collateral materials, scripts, Facilitator and Participant Guides)

(Note: Modules delivered and emphasis will vary by audiences)

Module 1 - Introduction to the Individual retirement Account (30 minutes)

• Video Introduction from Senior Management
• Overview of the IRA Product
• Standardization of the IRA product and Procedures
• IRA Marketing Opportunities
• Revised Collateral Materials & the IRA Sales Guide
 

Module 2 - Product Knowledge for Sellers (60 minutes)

• The Five IRA Products
• Investment Options
• Tax Relief Act of 1997
• Review Exercises: "What's My IRA" and "Name That IRA"
 

Module 3 - Product Knowledge for Non-Sellers (60 minutes)

• IRA Product Descriptions and Terminology
• Target Prospects for each IRA Product
• Profiling an IRA Prospect (role play)
• Recognizing Cross-Sell and Referral Opportunities (role play)
 

Module 4 - Sales Preparation (30 minutes)

• The New Goals and Incentive Program
• How to Effectively Use the Sales Guide & Tools
• Proactive Selling
• Identifying Prospects for each IRA Product (video exercise)
• Overcoming Objections - Tips & Techniques
 

Module 5 - Procedures and Forms (60 minutes)

• Overview of the Sales Process & Procedures
• Sales Scenarios ( 5 interactive video exercises)
• Review Revised Sales Forms
 

Program Summary
 

 

Customer Service and Management Training

Global Payment Operations

Need – Create a customer service culture that will improve the quality and consistency of the customer experience, both from the perspective of those within the bank and the ultimate clients.

Solution – Developed highly customized programs for managers and non-managers, as well as series of reinforcement initiatives that eventually reached over 2,000 people. The program was entirely delivered by line managers certified as instructor/coaches.

"'Executing End-to-End Excellence' Customer Service" (Two 2-day programs, one for managers and one for non-managers, with Facilitator and Participant Guide, video models, reinforcement toolkit, track-the-trades program and materials, and ongoing coaching with management team)

• Introduction

- Welcome
- Program Objectives
- Service Mission

• Products and Expectations

- Introduction
- Cash Management
- Define Your Product
- Identify Your Client
- Service Quality Chain
- End-to-End Excellence

• Breaking the Barriers to Client Service

- Satisfaction-Loyalty Continuum
- Service Skills Overview
- The Banking Difference
- Barriers Discussion
- Program Overview
- Goal Identification

• Service Skills

- Satisfaction Skills

> Focusing on the Client
> Maintaining and Enhancing Self-Esteem
> Listening to Show Understanding

- Loyalty Skills

> Maintaining Personal Responsibility
> Managing Complaints versus Resolving Problems
> Managing a Complaint
> Resolving a Problem

• Making an Internal Request for Assistance

- Introduction
- Action Step Review
- Video Model and Review
- Skill Practice
- Transfer to Job

• Handling A Client's Request for Service

- Action Step Review
- Video Model and Review
- Skill Practice
- Transfer to Job

• Improving Service Quality Through Leadership (Managers)

- Introduction

- Service Reinforcement Tool Kit Review

> Supporting Employees During Training
> Reinforcing On-the-Job Applications of Training
> Conducting Refresher Sessions
> Session Worksheets

• Coaching to Improve Service Quality

- Introduction
- Action Step Review
- Video Model and Review
- Skill Practice
- Transfer to Job

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Cash Management Services

Need – Minimize the loss of customers as a result of the merger by making the transition as seamless as possible.

Solution – Managed the design, development and delivery of sales, customer service and product training for the just merged organization for all of California. Costs were minimized by developing tools and templates that internal subject matter experts could use to develop and deliver training. Customer retention exceeded the company's goals.

"Security Pacific Bank Merger Training" (The first item was a 3-day management conference, followed by delivery of the other components at all California Regional offices in ½ to 1-day sessions, with Participant and Facilitator guides and new product and sales collateral materials)

• Organizational Overview & Strategy
• Account Administration
• Credit Deposit Services
• Remittance Banking
• Account Reconcilement
• Controlled Disbursements
• Electronic Payment Services
• Money Transfer Services
• Capital Markets Operations

 

 Citicorp/Citigroup

Need – For the global Chairman of Citicorp technology develop financial services domain expertise in 14 hand-picked, world-class systems experts to enable their ongoing consultation to Citicorp on innovative applications of technology.

Solution – Designed and developed a 2-week interactive seminar facilitated by Citicorp experts and executives. Provided key content in Participant and Trainer's Guides plus over 30 video segments integrated within topics.

"Strategic Technology Evaluation Program"

 

Need – Ensure new employees have a clear understanding of the business, the organization, how we work, our values and our people.

Solution – Delivered a highly interactive one-day program in conjunction with leaders from all levels of the organization, including the CEO that ensured new employees got off to a quick and productive start.

"'Passport to VISA' New Employee Orientation Program"

TIME

TOPIC

8:15

Refreshments

8:30

OUTCOMES, AGENDA

8:45

PUT YOURSELF ON THE MAP

9:15

VISA/WORLD HISTORICAL VIEW (graphical view)

10:15

Break

10:30

OUR ORGANIZATIONAL STRUCTURE

11:00

OUR FUNCTIONS

11:45

THE VISA WAY (video)

12:30

Lunch - Senior Management Speaker

2:00

OUR CUSTOMERS, OUR PRODUCTS, OUR SERVICES

3:30

Break

3:45

CUSTOMERS, PRODUCTS, SERVICES, cont.

4:30

MAPPING YOUR ITINERARY

4:45

WRAP-UP, QUICK START TOOLS

5:00

Reception with Senior Managers

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 Pacific Gas & Electric

Need – Provide guidelines to managers and employees on how to recognize and act appropriately in ethically-challenging situations arising at PG&E.

Solution – Designed and developed a custom workshop including a Trainer's Guide and participant Training Handbook useful during training and as a reference back on the job.

"Business Ethics"

University of California, Davis

Department of Horticulture

Need – Develop web-based lessons for a new undergraduate course, "Introduction to Environmental Horticulture and Urban Forestry."

Solution – Designed and developed a series of web-based lessons on core topics.

"Classify" (Click to view training materials)

"Climate"

"Growth"

"Irrigation"

"Propagation"

 

Medical Training Center

Need – Ensure medical and law enforcement professionals statewide know how to gather forensic evidence, treat patients, and successfully testify in cases of abuse and domestic violence.

Solution – Led design and development of an innovative new curriculum. Courses include Participant and Trainer's Guides plus media and labs to teach clinical gathering and handling of evidence.

"Basic Training for the Sexual Assault Forensic Examiner" (2- Day Interactive Workshop with Practicum, Resource Manual/Participant Guide, Facilitator’s Guide)

• Introductions and Overview
• S.A.R.T. Concept
• Basic Legal Issues
• Sexual Assault History
• Psychodynamics of Rape
• Anatomy Review
• Exam & Evidence Collection
• Treatment and Follow-Up
• Advanced Techniques
• Assessment
• Skill Stations (Practicum)
• Effective Expert Testimony
• A.P.S.A.C. Glossary of Terms
• Wrap Up and Final Evaluation
 

"Basic Communication Skills"

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Florida Department of Health and Rehabilitative Services

Unit Treatment and Rehabilitation Series

Need – Communicate new roles and responsibilities and develop related clinical skills of psychiatric aides and nursing staff in State hospitals.

Solution – Designed and developed this new curriculum with Participant and Trainer's Guides and media. The new hospital model and training were selected and successfully adopted by other state hospital systems.

"Volume 1, Communication Skills"

"Volume 2, Treatment Methods and Intervention Skills"

"Volume 3, Team Treatment and Record Keeping Skills"

"Volume 4, Human Services Practicum"

Contract Managers

Need – Ensure all contract managers are up to speed and have tools to support them in implementing the recently updated Florida contract management system.

Solution – Designed and developed a highly-successful new course with Trainer's Guide and a self-instructional Participant Handbook used both in live training and on the job.

"Contract Managers Training Handbook" (1-Day Interactive Workshop, Participant Handbook, Facilitator’s Guide)

• How to Use These Materials
• Meet the Bee
• Overview
• The Contract Management System
• Choosing the Procurement Type
• Writing the Request for Proposals
• Writing the Invitation for Bids
• The Selection Team
• Advertising Requests for Proposals and Invitations for Bids
• Distributing the Bid Instrument
• Inquiries and the Bidders Conference
• Receiving and Logging Bids and Proposals
• Notification of Selection
• Responding to Protests
• Parts of a Contract
• Contract Attachments/Negotiation
• Contract Review and Execution
• Revising and Amending Contracts
• Writing Objectives
• Monitoring Contract Performance
• The Contract Manager’s File
• The Payment Approval Process: An Overview
• Approving an Invoice
• End-of-Contract Responsibilities
• End-of Curriculum Questionnaire
• Glossary

Social Services Professionals

Need – Ensure statewide social workers are competent on the latest intervention techniques.

Solution – Designed and developed 2 new courses with Trainer's Guides and content-rich Participant Guides.

"Mental Health: Identifying the Mental Health Needs of Children" (1- Day Interactive Workshop, Participant and Facilitator’s Guides)

• Mental Health: An Overview
• Clarifying Your Professional Values and Attitudes
• The Impact of Mental Illness on the Family
• An Overview of the Florida Mental Health System
• Mental Health Development
• Mental Health Problems
• Mental Health Screening
• Conducting the Assessment Interview
• Establishing Client-Counselor Communication

- Verbal/Nonverbal Communication
- Overcoming Initial Client Resistance
- Goal Planning
- Florida Mental Health Statutes and Procedures
- Selecting Service Alternatives
- Using the System to Help Your Client
- Group Counseling and Self-help Groups
- Overcoming Client Resistance to Mental Health Referral
- Helping Clients Cope with Lack of Services
- Conducting Case Determinations
- Reference Materials
 

"Child Sexual Assault Identification, Intervention, and Counseling"(1- Day Interactive Workshop, Participant and Facilitator’s Guides)

• Child Sexual Assault: An Overview
• Clarifying Your Professional Values and Attitudes
• The Impact of Mental Illness on the Family
• An Overview of the Florida Mental Health System
• Mental Health Development
• Mental Health Problems
• Mental Health Screening
• Conducting the Assessment Interview
• Establishing Client-Counselor Communication

- Verbal/Nonverbal Communication
- Overcoming Initial Client Resistance
- Goal Planning
- Florida Mental Health Statutes and Procedures
- Selecting Service Alternatives
- Using the System to Help Your Client
- Group Counseling and Self-help Groups
- Overcoming Client Resistance to Mental Health Referral
- Helping Clients Cope with Lack of Services
- Conducting Case Determinations
- Reference Materials