Learning and Development Solutions for Your Team


We build Learning & Development (L&D) Solutions from three essential components: training encounters, independent learning and progress guidance.

Excellence in Client Encounters is our flagship training course (aka Excellence in Customer Communication).

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.

Training 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.

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 …

The Customer-Facing Few

October 12, 2018

Circuit Archaeology with the Help of Amiq

What do you do when you have to perform risk analysis on a 20 year old circuit design and the information available consists of 30 vintage, undocumented VHDL files? (VHDL is a Hardware Description Language – an HDL).

In my case, a quick email not only provided the solution, it also restored my faith in human nature and the power of generosity and trust in business.

A couple of years ago, I was lucky enough to visit Amiq’s offices in Bucarest to stage a communication methodology course for their engineers. This took place in the theatre on the top floor of their company building and I was impressed both by this charming location and the solidarity and self-reliance of the team. These are people that know how to solve problems, whether technical (e.g. advanced HDL-based Design & Verification) or logistic – navigating around the many obstacles to business in bureaucratic Romania, for example!

So, returning to my archaeological difficulties, I knew that Amiq’s DVT HDL editor worked by understanding a design in order to offer the designer relevant functions and choices. My mail to Amiq asked if it would also be useful for reverse-engineering existing code. Two hours later, I had an evaluation license installed on my machine at AEDVices and, indeed, the tool can produce excellent block diagrams, flow diagrams and schematics with the minimum of fuss. Just throw the files at it, basically.

Above all, the human experience was tremendously refreshing. No “it’s-a-free-evaluation-but-let’s-have-your-credit-card-details-anyway” nonsense. Not so much as a “how-likely-are-you-to-buy-a-lorry-load?”. Just a simple, “here-it-is; hope-you-like-it; call-us-if-you-need-help”.

I warmly recommend Amiq to anyone in the business of creating, verifying or trying to understand a design, for the quality of both the tool and the people that built it.


Other Recent Posts

Circuit Archaeology with the Help of Amiq

What do you do when you have to perform risk analysis on a 20 year old circuit design and the information available consists of 30 vintage, undocumented VHDL files? (VHDL is a Hardware Description Language – an HDL).In my case, a quick email not only provided the solution, it also restored my faith in human nature and the power of generosity and trust in business.A couple of years ago, I was lucky enough to visit Amiq’s offices in Bucarest to stage a communication methodology...

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...

Teledyne Dalsa Warding Off the Hurry Monster

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...

Leadership and Resisting Other People’s Problems II

As explained in a previous post, “And what would you like to have happen?” is a magic spell, taken from Clean Language and the Five-Minute Coach, that helps you inspire others to find their own solutions. When you cast the spell on someone, their desired outcome magically appears and they rush off to work out an action plan. Sometimes. Alas, as any Hogwarts student will tell you, magic spells only work if you know how to use them. When this particular one goes wrong, it’s a monkey that...

Leadership and Resisting Other People’s Problems

« Harry, do you know how this spreadsheet’s meant to work? ». It seems like a harmless question, but it’s really the beginning of a dangerous spell. Innocent in the ways of the Dark World, Harry responds, « Sure, what’s up? », then proceeds to spend the rest of the afternoon fixing someone else’s problem. But Harry’s no fool and quickly learns from his mistake. The next day, when he hears, « Hey, Harry, I reckon there’s a bug in your Excel script », he replies, « Really? And what would you...

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