Learning and Development Solutions for Your TeamOur Learning & Development Solutions address the most complex client situations, both internal and external:
- 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.
- Video series: A complete training course in thirty 12-minute sessions. This is the main resource used in Flash Training.
- Audio series: Short reminder and exercise sessions, for use as a backup to classroom and video work, with all the flexibility of audio
- ICON9 collateral: exercises, quick references, posters, icon9 website, etc. and the text book Client Encounters of the Technical Kind.
- Online resources are described here.
- 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.
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.
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 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
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
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 ...