Excellence in Internal Client Encounters

A specialised ICON9 training for development and product engineers working in large organisations

Excellence in Internal Encounters is an intense, 2.5-day classroom training that equips you with tools for efficient and productive client encounters within large organisations. It supports relationships that are both authentic and satisfying.

We equip you with simple tools that capture best practices from the fields of Applications Engineering, Sales, Coaching and Psychology. Integrated in the ICON9 system, they help you to:

  • Reduce the risks of any misunderstanding or other problems with your colleagues, far and wide
  • Have internal client encounters …
    • Which are increasingly productive
    • From which you harvest more and better information
    • Where you have more influence on the colleagues
    • And where agreement is obtained more easily

The reference book, Client Encounters of the Technical Kind, the ICON9 web site and online resources support you before, during and after any course that you may take.

For the moment, this course is only available in intra-company format. We do not yet have a public, inter-company version.

Our approach is based on an important communication principle: that a message must be adapted to the person receiving it. In this case, we are addressing Customer-Facing Engineers (CFEs): technical experts with important client contact responsibilities. Furthermore, to minimise the theory-practice gap, activities and exercises are customised on a course-by-course basis to match the work of participants.

Training Objectives

  • Reinforce and broaden your understanding of internal client encounter challenges
  • Increase the benefits and satisfaction that you obtain from calls and meetings
  • Bring added structure to your work, enhancing your ability to analyse and report customer situations and to setup productive collaborations
  • Learn and explore a set of tools for:
    • The discovery of valuable information from a wide range of subject areas
    • The synthesis and presentation of complex technical-commercial information
    • Influencing decision makers, directly and indirectly
    • Collaborative problem solving that respects the interests of all concerned.

Who should take this training?

This course addresses hardware and software developers/product engineers in complex organisations – often multi-national groups – where interactions with distant colleagues require considerable attention to detail. For this reason, methodologies originally conceived for external clients are not only relevant, they are essential!

The training has a distinctly international flavour, and participants must be at ease with the English language, especially when reading (though course activities can be conducted in any language and lecture modules are given either in English or French, or through an interpreter).

The Training Program

You start learning from the moment you are subscribed, thanks to …

  • A first interaction with your trainer concerning your work challenges, your expectations of the course and your image of your profession
  • An introductory video
  • Optionally, a pre-course exercise in collaboration with other trainees

You experiment and learn with your class …

Getting a deeper contextual understanding
  • The role and challenges of Development Engineers with respect to the large, complex organisations in which they work
  • The Encounter Process as a basis for analysing and managing client encounters
Encounter Fundamentals
  • Efficient encounter preparation, to ensure that all client meetings – internal and external – give a good return on the time invested
  • Taking control of meetings – whether officially responsible or not, how to be response-able at all times
  • Discovering valuable and varied information through the use of a solid mental model of the client situation
  • Special situations: unhappy customers and delivering unwelcome news
  • Practice: cross-presentations and role-plays for different types of internal client encounter
Influencing the client … and perhaps their “frame of reference” also
  • Tame the Hurry Monster and resist the temptation to look for solutions too early during customer interactions
  • Learn a process for guiding the discovery process (inspired by Non-Violent Communication)
  • Challenge customers in order to redirect conversations onto more productive territory
  • Practice: exercises on the different parts of the Guiding Discovery process, in twos and threes; Challenger Reframe activity
Presentation Design and Reuse
  • The “My Thoughts First” approach
  • Building a powerful pitch with the MAP and TWO-MINUTE MESSAGE tools
  • Practice: group work to create and present pitches for address challenging scenarios (either (1) given or (2) inspired from participants’ actual work)
Collaborative Problem Solving
  • The limitations of root cause analysis
  • The use of the systemic problem solving approach
  • The OAR tool, especially for delegation to people who are not your direct reports
  • The Five Minute Coaching tool to avoid taking on unnecessary work
  • Practice: group work on the use of OAR and Five Minute Coaching to discuss issues and negotiate who does what
Conclusion, Checks and Feedback
  • Practice: a final activity that brings together what has been learnt so far, integrating it into your work context
  • Summary and closing discussion
  • Level 1 and 2 feedback, using the Kirkpatrick evaluation system

You are supported as you integrate learning into your professional practice …

  • Through a detailed follow-up on the Kirkpatrick data, with reference answers and pointers to additional information
  • One or more post-training conference calls to review and discuss progress
  • Optionally:
    • Extended access to online resources at http://my.icon9.net (video, audio, scripts, downloads, …)
    • Flash training sessions to reinforce certain learning points, tackle advanced subjects and work on the integration of theory into practice
    • An individual CheckPoint project, culminating in a mini-coaching, based on a case study from your work.

The ICONDA Advantage

Proven and referenced

  • ICONDA has delivered training courses, in English and French, all over the world for the past 10 years. We regularly stage events in multiple European countries, in the USA, in Japan and in AsiaPac.
  • ICONDA Solutions has passed the rigorous DataDock acceptance checks, is registered with DataDock, and has been working with OPCA’s in France for many years

Facilitation by the CEO, Andy Betts

  • A confirmed trainer and qualified coach (Institut Maieutis, level 2, code NSF 315, European level CEC: 6), certified in Process Communication by Kahler Communication France
  • Over 25 year’s experience in high-tech industry, in Semiconductor, Electronic Design Automation (EDA) and associated software
  • In-depth experience in both design roles and in the field (Sales, Marketing and Applications).

Bring the benefits of a coaching approach to training

  • Training is about supporting and enabling participants to practice, much less about informing and explaining new ideas
  • Long experience with coaching and training teams allows a flexible approach, adapted to each group and its mood on the day
  • The facilitator’s deep background knowledge, together with ICONDA’s considerable training database, allow clarifying material to be injected into training sessions as and when appropriate.
Excellence in Customer Communication A specialised training for Technical Sales Support, structured with ICON9

To contact us …

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