Select Philosophy
Select focuses on being the most innovative player in the training and development industry, striving to be the benchmark by which all other training companies and related services are compared.
We pride ourselves in our ability to respond to the ever-changing market needs, whilst developing business partnerships that deliver financial benefits to our clients’ bottom line. With well over a decade of practical experience in the teaching and training industry our training team is consistently developing cutting edge programmes, always taking into consideration different learning styles and the particular client’s core needs.
Exceeding customer expectations and building long term partnerships are the cornerstones of our vibrant company. With our unique skills and expertise, we create the optimal learning environment to return significant value on the investment each client makes in retaining our valuable services.
Select Profile
Natalie Brown is the founder of Select Training and Management Consultancy providing a comprehensive range of professional management training and development services in the Middle East. Select has provided management training and development services to the Financial Industry, Entertainment Industry, Schools, Health Services, Hotel Industry and the Oil and Gas Industry.
Training
Select has trained staff from large organisations through to the small business. All of our trainers at Select have a wealth of experience to bring to the table and understand and appreciate the pressures that modern managers are under.
Corporate group training programmes are designed and developed in line with the specific requirements of the clients, taking into account the training needs analysis and pre-course diagnostic work.
Consultancy
With our expertise in the training and development industry, together with our affiliation with awarding and standards setting bodies, Select plays an integral role in a variety of consultancy projects. Our consultancy projects have included the following:
Job Analysis, Descriptions and Evaluations - The role of job analysis is to assess the job requirements, develop competencies, job descriptions, individual specification and act as a base for the performance management program, training and development, compensation management.-
Performance Development Programme - The goal of performance and development program is to support the performance management of employees. It is set to assist both performance planning and feedback at the end of the performance period.
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Designing ‘Integrated’ Performance Management Systems - In essence, a system which combines 360° Evaluation with E-Appraisal resulting in a robust, fair and equitable appraisal of employee performance, integrating the following elements:
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Developing Competency Frameworks – we design holistic competency frameworks which embrace all positions and job levels within the organisation. Furthermore, the framework is designed to support and underpin key business processes including (but not limited to):
Effective recruitment and selection of new staff.
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Development of Competency Dictionary and Job Catalogue - A comprehensive reference document which succinctly illustrates and describes organisational and job specific competencies, inclusive of competency definitions and behavioural/skills indicators.
Our consultancy services are often called on by companies in the Oil and Gas Industry, Finance and Banking, Health and Safety, Government Entities, start-up private companies, Hotel and Entertainment.
Executive Coaching
The Chartered Institute of Personnel and Development (CIPD) in the United Kingdom, defines coaching as developing a person's skills and knowledge so that job performance improves, hopefully leading to the achievement of the organisational objectives. It targets high performance and improvement at work, although it may also have an impact on an individual's private life. It usually lasts for a short period and focuses on specific skills and goals.
Characteristics of Coaching
These are some general agreed characteristics of coaching in organisations:
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It is essentially a non-directive form of development.
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It focuses on improving performance and developing skills.
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Personal issues may be discussed but the emphasis is on performance at work.
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Coaching activities have both organisational and individual goals.
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It assumes that the individual is psychologically well and does not require a clinical intervention.
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It provides people with feedbacks and both their strengths and weaknesses.
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It is a skilled activity which should be delivered by trained people.
Select Coaching Progreamme.
After nearly seven months of work and fine tuning, Select coaching programme was launched in 2009.
Select's coaching programme is designed for managers and senior managers and high flyers and aims to promote higher work performance and personal effectiveness. As professional career progresses there is a shift on the necessary set of skills to high performance, moving from technical to people management and strategic skills.
SELECT Philosophy on Mystery Shoppers
There are thousands of businesses across the U.A.E. who use mystery shoppers to monitor customer service. We use carefully selected mystery shoppers to go into your place of business and appear as normal customers to evaluate the quality of service. We can help you find out how fast customers get served, how clean your organisation is, how friendly your employees are: you name it, we can measure it. Mystery Shoppers are a good way to recognise the need for training in a certain area. Our surveys are customised to fit your needs. We check to see if everyone is following your policies and procedures.
SELECT believes that to make the shopper reflect reality as closely as possible we need to become the customer. This elicits better responses and the resulting feedback is more valuable in real situations. It also prevents staff from trying to 'spot' a mystery shop in progress. Therefore, the scenario is important, and depends upon the objectives of the organisation.
Some Typical Mystery Shop Scenarios:
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Responding to promotional campaigns
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Initial enquiries for product prices and stock availability or service costs and lead times
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Buying or ordering products over the telephone
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Calling the organisation and asking for specific details
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Booking appointments for services offered
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Complaining to the employees to measure their effectiveness in handling difficult customers
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Approaching employees to enquire about general company information
Setting up Mystery Shopping
Once you decide to proceed with the mystery shop programme, the basis for assessment will be established. This effectively creates the framework for an ‘evaluation sheet’ for each mystery shop call or visit made or received. These evaluation sheets can be stand-alone or can subsequently be used to generate tailor-made analytical and/or narrative reports/graphs. In either case, they are prepared to help you achieve the desired objective(s) of the mystery shop initiative.
If outlet staff members are mystery shopped on a periodic basis, this of course provides a means of monitoring, measuring, analysing and possibly even incentivising improvements in their call handling/sales technique over time. Constructive suggestions and recommendations can be dovetailed into the reports if so desired. Initially it is probably best to keep the calls or visits relatively straightforward, for both political and practical reasons.
How do we do it?
We do not stand out.
That means we look and act like a normal customer. We dress appropriately so we look like other customers. We do not cause a scene or become demanding. Although many people believe it is the job of a secret shopper to make life difficult for employees that is not the case. We want to be typical and unmemorable and do our best to blend in with other customers.
