Learning and Development Solutions for Your Team

Our Learning & Development Solutions address the most complex client situations, both internal and external:

  

  

Standard Products

Flash Training

  • Rapid topic coverage in small groups
  • Stimulating online/offline mix that’s easy to schedule
  • Modules complement Classes and Workshops
  • More details …

Team Events

  • Short events with a training-teambuilding mix
  • Many tried and tested activities to choose from
  • Integrate with company meetings, sales kickoffs, etc.
  • More details …

Workshops

  • Professional practise sharing
  • Consider everyone to be a potential leader
  • Develop multiple skills while solving today’s problems
  • More details …

Custom Programs

Programs may be tailored to your needs and are structured into Training Encounters, Independent Learning and Progress Guidance:

Training Encounters

  • ICONDA’s training classes are designed for engineers and engineering teams in various client contact situations, both external and internal.
  • Flash Training allows flexible content selection, scheduling and location while preserving many of the benefits of face-to-face encounters.
  • Events: Short sessions, often plugging into sales conferences and other company gatherings, to inform, entertain and even launch a training program. The workshop format is often used, either to deal with a specific issue or as part of a larger program.

Independent Learning

Progress Guidance

  • Checkpoints: Short, individual review meetings between facilitators and trainees – a collaborative exercise, stimulating  discussions that significantly deepen learning
  • Coaching: Individual and Team sessions, enabling you to resolve immediate issues and often to transform them into opportunities for personal growth.
  • Self-assessment: Exercises that allow trainees to check that they have captured a concept
  • Feedback: Checks made before, on completion of and sometime after training encounters.

Key Points

Our training courses are designed for engineers and engineering teams in various client contact situations, both external and internal.

Excellence in Client Encounters is for Engineers whose primary role is customer-facing. Excellence in Customer Intimacy is for developers and product engineers with customer-facing responsibilities. Excellence in Internal Encounters is for engineers in large companies, with complex internal communication to cope with.

Flash Training is a recent and unique addition to the portfolio, made possible by comprehensive online resources.

Checkpoints provide senior customer-facing professionals with the opportunity to demonstrate their abilities.

Client Encounters of the Technical Kind

There’s a lot more to technical work than technology, as anyone in contact with clients will know – and most engineers, scientists and technicians have some sort of client to worry about. Experience shows that the relational an commercial aspects of customer-facing technical roles are as difficult as the ‘hard science’. And, to succeed professionally, you have to shine in all these areas … simultaneously!

Client Encounters of the Technical Kind describes a set of tools and methods that help Customer-Facing Engineers to overcome this constant challenge. The system, called ICON9®, has proved its worth in many companies: small, large and multinational. It addresses Sales, Support and ‘Own Organisation’ topics, and also tackles delicate issues, such as how to stand up to customers whose views you do not share.

Client encounters of the technica kind

Client Encounters demystifies communication for field teams and, in doing so, renders a great service to high-tech companies. Its simple tools and processes promote productivity and effective business results. It’s the ONLY product I have seen that is effective in developing the “technical sales team”.

Jack Dunnigan

Senior Director of Worldwide Technical Sales, Xilinx

Client Encounters gives you a set of simple tools that were never covered in engineering school – how to engage and deal with people effectively, efficiently and with great success. I only wish they had been available to me and my colleagues years ago.

Alice Reinheimer

Senior Applications Engineer, e2v inc.

Training Experiences and Testimony

Many of our training experiences are captured in articles, together with testimony from our customers. Here is the latest post …

 

Engineers Add More Value with a Balanced Problem Solving Approach

A multi-million dollar chip production line is halted, but it's not clear where the problem is coming from. An independent consulting engineer is called in. She walks all around the production floor looking at the screens, the indicators, the dials, the cables, the mousetraps. She examines some log files and makes a Google search. Then she edits two lines in a particular configuration file, and all is well again.

The plant manager is extremely happy until he receives her invoice: €10,000. He emails her to ask for an explanation – how can 20 minutes of work merit such a large sum? The reply is a rework of the invoice, with more detail:

Editing 2 lines in a configuration file: €100

Knowing which lines to edit: €9,900

This is a variant of an old story (originally from Eric Berne in the field of Transactional Analysis) that illustrates a systemic approach to problem solving. It contrasts ...

... read more ...

 

 

Other Recent Posts

Engineers Add More Value with a Balanced Problem Solving Approach

A multi-million dollar chip production line is halted, but it's not clear where the problem is coming from. An independent consulting engineer is called in. She walks all around the production floor looking at the screens, the indicators, the dials, the cables, the mousetraps. She examines some log files and makes a Google search. Then she edits two lines in a particular configuration file, and all is well again. The plant manager is extremely happy until he receives her invoice: €10,000. He...

Helping Engineers Maximise the Positive Impact of their Expertise

It's well known that many professionals have difficulty communicating with people outside their speciality and it's not unusual for start-ups to be frustrated by an indifferent world – "why does nobody appreciate our great idea??"! Ironically, this problem exists because we're intelligent. If we weren’t preoccupied by the complexity of our subject, then we'd get to the point more easily, our explanations would resonate with others and we'd grow in confidence and skill. As it is, we tie...

Circuit Archaeology with the Help of Amiq

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The Customer-Facing Few

Consider what it takes to build an aircraft carrier and put it out to sea. Tens of thousands of contractors crossing multiple disciplines, organisations, states and countries are involved. Another ten thousand or so do the actual construction. About five thousand sailors then sail it out of port. Finally, a handful of pilots take to the sky. And so the ultimate success of seventy to eighty thousand people depends on these few pilots – the only ones to actually make contact with the...

Team Building and Training as One Activity

Nowadays, classroom-based professional training is all about learning activities – labs, simulations, role plays, serious games, and so on. Over the past ten years, I would say, there has been a major shift away from subject matter lectures towards experimentation and coaching (the business of acquiring information and theory tends to be done online wherever possible). As well as a place for experimentation, classroom training also provides great opportunities for team building. Of...

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The Hurry Monster (not to be confused with the Worry Monster – a cuddly toy – and the Panic Monster – a superb invention of Tim Urban’s) frightens us into rushing tasks that we would otherwise perform brilliantly. And he can have a disastrous effect on Customer Communication. He’s looming in the background of the above group photo, taken after a training on Excellence in Customer Communication at Teledyne Dalsa in Krailling, Germany, last month. Martin Grzymek’s, Teledyne Dalsa’s Director of...

Energy Control & Pre-Match Planning – the Axcelis example

Axcelis knows how to manage high energy with precision – its core business is the supply of ion implanters to the semiconductor industry. The company provides vital machines for the manufacturing process behind modern electronics. Axcelis certainly contributed to building the device with which you are reading these words! The training program that we’ve launched together aims to harness a different kind of energy – the human kind – and apply it with precision to the challenging task of...

Preparing for Customer Intimacy with Communication Training

KORTIQ knows that its Product Development Team – now busy creating advanced Convolutional Neural Network (CNN) solutions – is critical to winning customers and building long-term commercial relationships. It’s strong technical culture is an asset that it can be proud of and must exploit. Exposing this culture and the people who embody it is key to a business stratagem known as Customer Intimacy. To enable it, we launched a training program – Excellence in Customer Communication - at KORTIQ’s...

Metacommunication: the importance of talking about talking

Just as metadata means data about data, metacommunication is communication about communication[1]. When I complain about the media’s tendency to awfulize and terribilize, I am metacommunicating. Instead of explaining what I mean with long sentences and examples, I use a couple of simple, expressive words[2]. Metacommunication is important because communication is important. And just as you can’t get better at football if you don’t understand the abstract concepts of attack and defense, it’s...

Leadership and Resisting Other People’s Problems (3 of 3)

In a couple of recent posts, I suggested a magic spell to help you avoid taking on other people's problems: "And what would you like to have happen?". Assume that you've mastered this formula and have used it on a colleague who is now standing (spellbound) in front of you; how do you move them from their frozen state into one of action? In other words, now that they realise that you're not going to solve their problem for them, how do you help them decide what to do next? It's simple: you...

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