FY10 Curriculum

Course code

Course

Course Type

Hours

IDCGRF011-B

Written Communication Skills

Classroom

Mandatory

Z04478

Basic Business Communication

Classroom

Mandatory

Z25242

Team Working

Classroom

Mandatory

Z86868

Effective Cross Cultural Communication

Online

Mandatory

MSF86625

Making Your Time Count: Managing Your

Time

Online

Mandatory

PMSO200

Global Performance Management: Set

Objectives

Online

Mandatory

Professionalism & Business Etiquette:

Spcomm_11_a01_bs_enus
Standard Business Etiquette

Online

Mandatory

Online

Mandatory

SSCOMM0522

Effective Use of Feedback for Business:

Coping with Criticism and Feedback

Performanace Factors
Anticipates &
Handles Critical
Situation

Maximizes Team
Performance

Communicates
Effectively

Organizes and
directs quality of
work

Demonstrates
Professionalism and
Confidence

rmanace Factors
Drives for value
added results/Drives
to Add Value

Builds Technical
capabilities /
Builds and Applies Skills
and Capabilities

Establishes Personal
Credibility with Clients
and Others

Analyzes and Solves

Poorly Defined
Problems

Brief write up of the program

Ability to write clear, precise, structured emails and status reports.

Effective Business Communication is an 8-hour course designed to introduce participants to the appropriate means of communication
The
is aimed
at helpingatparticipants
the nature
of teams, importance
of teams
in the
workplace
and the
need toa
in theworkshop
workplace,
and specifically
Accenture.understand
Presentations,
group discussions
and activities,
and role
plays
will be used
to provide
function
a team with a view to achieve organizational success. The workshop is interactive and involves exercises to bring
rich and effectively
interactive in
experience.
out the dynamics of working in a team and the need to adapt to different team members and their work styles, building trust and gaining
& retaining commitment. The workshop also looks at ways to build relationships in the team and effective ways to resolve conflicts. With
an increased number of virtual teams in our workplace, there is also a focus on exploring ways to maintain communication and team
bonding in such scenarios

- Provide helpful, practical techniques and useful solutions to cross cultural communication issues.
- Determine the best inputs to identify objectives.
- To
Write
SMART
objectives,
and explain
the benefits.
describe
a variety
of strategies,
techniques,
and tools used to better utilize the time available to the individual in the workplace
- Provide specific and meaningful feedback to ensure objectives are effective.
- Explain and effectively create stretch objectives.
- Confirm alignment of cascaded objectives (to team, organization, Accenture, etc.).
- Assess to what extent a list of objectives is well focused and prioritized.

- Learn how to conduct yourself in the everyday business environment with poise and confidence.
- Learn how to seek feedback from those best able to help you
- Learn how to deal with feedback, regardless of how it is given
- Learn how to make positive use of the feedback you receive.

FY10 Curriculum

Course code

Course

Course Type

Z86868

Effective Cross Cultural Communication

Online

Z38775

Verbal Communication Skills

Classroom

Z44023

Effective Technical Writing: Solutions/Services (v2)

Classroom

Z25242

Team Working

Classroom

SSPD0101

Taking Control of Your Workday: Analyze Your Use of Time

Online

PMSO200

Global Performance Management: Set Objectives

Online

SSCOMM0226

Writing to Maximize Business Results: Writing Effective E-mail

Messages
Online

Spcomm_10_a01_bs_enus

Communicating Assertively: Asserting Yourself Professionally

Online

Spcomm_11_a03_bs_enus

Professionalism & Business Etiquette: Etiquette at the

Business Meeting

Online

Sppd_04_a02_bs_enus

Decision-Making & Problem Solving for Business: Problem

Framing

Online

SPCOMM002A

Business Interpersonal Communication Skills. Business

Interpersonal Communication Skills Simulation

Online

X000550

Communicate for Results v2.01

Online

SPcomm_10_a02_bs_enus

Assertive Communication: Assertiveness from the Inside Out

Online

MSF90435

Thinking Creatively: Creative Thinking

Online

Course Type

Hours

Anticipates & Handles

Critical Situation

Maximizes Team
Performance

Communicates
Effectively

Mandatory

Mandatory

16

Mandatory

16

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

3
68

Performance Factors
Organizes and directs
quality of work

Demonstrates
Professionalism and
Confidence

Drives for value added

results/Drives to Add
Value

Builds Technical
capabilities /
Builds and Applies
Skills and Capabilities

Establishes Personal
Credibility with Clients and
Others

Analyzes and Solves Poorly

Defined Problems

Brief write up of the program

-This
Provide
helpful,
practical
techniques
and useful
solutions
to crossofcultural
communication
issues.
workshop
aims
to introduce
participants
to the
basic process
communication
and delves
largely on the importance of effective verbal
the workplace. The participants will get an in-depth view of the various modes of communication, communication process, barriers in commu
communicate
effectively.
The writing
modulestyle
is interactive
witharole
plays
and
exercises
designed
to writers
provide live examples
and
encourage high invoi
-The
Learn
about your
individual
and develop
writing
plan
that
can help
you avoid
create
high-impact
workshop
is aimed
at helping
participants
understand
the nature
of teams,
importance
of teams block
in theand
workplace
and the needmaterials
to functio
- Practice
techniques
of audience
analysis
toworkshop
identify how
best to express
ideas inexercises
a mannertothat
willout
be the
understood
appreciated.
view
to achieve
organizational
success.
The
is interactive
and involves
bring
dynamicsand
of working
in a team an
-different
Practice authoring
various
learn trust
how and
to apply
editing
skills to commitment.
documents written
by yourself
and
others.
members
anddocument
their workforms
styles,and
building
gaining
& retaining
The workshop
also
looks
at ways to build re
- How to team
get organized
effective
ways
to
resolve
conflicts.
With
an
increased
number
of
virtual
teams
in
our
workplace,
there
is
also
a
focus
on
exploring ways to ma
-- How
to
prepare
a
"To
Do"
list
Determine
the best
to identify objectives.
team
suchinputs
scenarios
Howbonding
toSMART
set a in
Priority
Matrix
-- Write
objectives,
and explain the benefits.
-- How
to identify
valuablefeedback
time in a to
workday.
Provide
specificthe
andmost
meaningful
ensure objectives are effective.
- Explain and effectively create stretch objectives.
- Confirm alignment of cascaded objectives (to team, organization, Accenture, etc.).
- Assess
Discovertowhen
may be is
inappropriate
to write e-mail for different audiences.
what e-mail
extent messages
a list of objectives
well focusedand
andhow
prioritized.
- Learn tips and rules for writing effective e-mail messages, including how to compose terrific subject and lead-in lines that will grab your read
- Discover how to address e-mail messages appropriately and how to compose e-mails in a conversational tone.
- Learn about the privacy and legal issues surrounding the use of e-mail in today's business environment.
- Guide you as you move into a proactive, responsible, professional style.
- Learn methods to help you identify an appropriate assertive style and strategies to prepare you use that style.
- Learn how to implement the assertive style in your work environment.

- Effectively frame problems so that you're sure your line of sight is aimed straight toward the solution.
Effective
communication
is to
aand
critical
skill
in today's
business
environment.
People
are expected
toaccounted
communicate
with all
colleagues,
- Discover
how
to recognize
gather
information
aboutand
a problem
that
all contingencies
are
for and
subtleties customers,
considered
Learn the
proper
conduct
display
during
both formal
informalso
meetings,
negotiations,
and
entertainments.
employees
to understand
the assumptions,
strategies andboth
techniques
thatand
areunconscious,
essential for effective
interpersonal
in business. You a
- Learn howneed
to uncover
the various
conscious
that are typically
madecommunication
about problems.
Ottantoto,
an electronics
company. Ottantoto
Jackie'sones
Department
to create a line of products for the hip, price-cons
- After identifying
these assumptions,
you'll behas
ablepartnered
to tell thewith
productive
from theStore
nonproductive.
Often
"message
within
Accenture,
framework
taught
the
helps for
you:
task
iscalled
to get
inputstrategies
on a planning"
possible
new
promotion
forthe
theany
lineproblem
and present
itduring
to the
VP course
of techniques
Marketing
However,
help, pro
- Explore
specific
for getting
to
the heart
of
and learn
dynamic
for Ottantoto.
framing that
problemasking
so thatforsuccess
is
-complaints
Prepare communications
thatThe
focus
on the results
they
to achieve
will get in the way.
simulation
is based
onwant
the SkillSoft
series "Business Interpersonal Communication Skills" and contains lin
Do
you sometimes
wonder
if there's
aisway
to alterwith
yourthe
professional
style--to
change yourself
from the inside out? Do you believe there may
-courses:
Assess
the
audience
to see
if there
alignment
communication
goal
comm_02_a01_bs_enus,
comm_02_a02_bs_enus,
comm_02_a03_bs_enus,
and comm_02_a04_bs_enus.
develop
assertive professional
Do you
want totoward
learn about
strategies
that can help you interact assertively with others in the wo
- Create aa more
communication
plan that willstyle?
help move
listeners
the desired
outcome.
An important element that drives this framework is referred to as the "X" of your communication, meaning for each communication effort, you
Now
is a good to
time
assertiveness
skillsthrough
if you answered
""yes"" you
to any
of these
questions.
This
your audience
doto
asenhance
result of your
whatprofessional
you communicated.
In working
this framework,
consider
more
than just
thecourse
contentwill
of guid
your
decisive,
effective
professional
You'll
learn
about
methods
that can help
account amore
number
of factors
that maystyle.
hinder
or help
you
reach
your destination
"X". you build and strengthen your assertive style and strateg
assertively. You'll also learn how to implement your new, assertive style as you negotiate with other professionals, develop teams and partner
opposition. With the assistance of this course, you'll blossom as you become the assertive professional you've wanted to be.

To discuss the creative thinking process and demonstrate techniques for generating, defining, exploring, and evaluating ideas

FY10 Curriculum
Course code

Course

Course Type

Z17506

Coaching in the Workplace-Solutions/Services

Classroom

Mandatory

Z44023

Effective Technical Writing: Solutions/Services

(v2)

Classroom

Mandatory

Z25242

Team Working

Classroom

Mandatory

Z86868

Effective Cross Cultural Communication

Online

Mandatory

Z32302

Assertive Communication

Classroom

Mandatory

PMSO200

Global Performance Management: Set Objectives Online

Mandatory

COACH200

Coach 2.0, Modules 1-3

Online

Mandatory

SSTEAM0223

Managing and Leading the Virtual Team:

Collaboration in Virtual Teams

Online

Mandatory

The Effective Business Meeting: Planning an

Spcomm_06_a01_bs_enusEffective Business Meeting

Online

Mandatory

The Effective Business Meeting: Leading an

Spcomm_06_a02_bs_enusEffective Business Meeting

Online

Mandatory

X000550

Communicate for Results v2.01

Online

Mandatory

Z86615

Framing the Problem Critical Path Management

-Mobilization

Online

Mandatory

SPcomm_03_a03_bs_enusEffective Listening (higher Purpose listening)

Online

Mandatory

Professionalism and Business Etiquette:

SPcomm_11_a02_bs_enusCommunication Business Etiquette

Online

Mandatory

SSTEAM0172

Participating in Teams: Effectively Communicating

in Teams
Online

Optional

SSTEAM0133

Participating in a Project Team: Team-building Is

an Inside Job

Optional

Online

Performance Factors
Hours

Anticipates & Handles

Critical Situation

Maximizes Team
Performance

Communicates Effectively

16

Performance Factors
Organizes and directs
quality of work

Demonstrates
Professionalism and
Confidence

Drives for value added

results/Drives to Add Value

Builds Technical capabilities /

Builds and Applies Skills and
Capabilities

Establishes Personal
Credibility with Clients and
Others

Analyzes and Solves Poorly

Defined Problems

- Understand the importance of coaching and the role it places in the workplace
Brief Description of the program
- Recognize the importance of self-awareness to effective coaching
- Recognize the importance of empathic listening to effective coaching
- Engage in collaborative communication in a way that encourages high performance
-- Identify
opportunities
to improve
and
apply
Learn about
your individual
writing
style
andcoaching
develop skills
a writing plan that can help you avoid writers block and create high-impact materials i

efficient manner.
-The
Practice
techniques
of at
audience
to identify
how best
to express
ideasimportance
in a mannerofthat
will in
bethe
understood
workshop
is aimed
helping analysis
participants
understand
the nature
of teams,
teams
workplaceand
andappreciated.
the need to functio
-effectively
Practice authoring
various
document
forms
and
learn
how
to
apply
editing
skills
to
documents
written
by
yourself
and
in a team with a view to achieve organizational success. The workshop is interactive and involves exercises others.
to bring out the dynam

working in a team and the need to adapt to different team members and their work styles, building trust and gaining & retaining commitment.
workshop also looks at ways to build relationships in the team and effective ways to resolve conflicts. With an increased number of virtual tea
Assertive
Communication:
conversations
thattocreate
mutual
learning andand
leadteam
to committed
actionare
extremely important to bui
our workplace,
there is alsoAssertive
a focus on
exploring ways
maintain
communication
bonding in
such scenarios
confidence and foster healthy relationships. People use every communication opportunity to build trust, share information, and influence othe
build great relationships. This workshop focuses on the use of Assertive conversations to create win- win situations. You will have the opportu
practice Assertive conversation techniques, and you will learn how this type of communication is different than direct aggressive, indirect agg
-and
Provide
helpful,behavior.
practicalRespecting
techniques your
and useful
solutions
cross cultural
communication
submissive
own and
others to
opinion,
being flexible
and politeissues.
yet firm ,having an approachable body language
allow
you
to
improve
working
relationships
and
get
the
results
you
gave
always
wanted.
- Determine the best inputs to identify objectives.
- Write SMART objectives, and explain the benefits.
The
workshop
design
based on feedback
experiencing
and reflection
and
practice.
- Provide
specific
and is
meaningful
to ensure
objectives
are
effective.
-- Explain
and
effectively
create
stretch
objectives.
Give you the opportunity to gain new insights into the role coaching plays in
-Accenture's
Confirm alignment
practice.of cascaded objectives (to team, organization, Accenture, etc.).
what extent
list of objectives
-- Assess
Help youtoimprove
youracoaching
skills. is well focused and prioritized.
- Introduce you to a framework for applying coaching skills.
- Provide you with key principles that you can use to build your coaching skills in the future.

- Describes the critically important role of collaboration required in order to create, manage and lead virtual teams

- Help you improve the quality of your meetings.

- Help you develop strategies necessary for preparing effective business meetings, by carefully considering the importance of all the compon
- Create
an "X"
statement
-- determine
where you
to take
your
audience.
the
meeting,
including
people,
place, purpose,
time,want
agenda,
and
atmosphere.
- Identify any unspoken goals or other things you want to accomplish in the communication effort that get in the way of the primary destinatio
- Identify assumptions about the audience and verify these assumptions to determine your audience's current point of view.
- Develop a compelling message statement that enables the audience to make the journey to your "X."
-- Make
your
more successful
by providing
the
tools
and information
thatthat
are will
necessary
to lead
effective meeting
Identify
andmeetings
prepare answers
for key questions
from
the
audience's
perspective
arise from
youran
message.
- Prepare an opening and closing for your communication based on a number of strategies.
- Apply this framework to a business-related case situation.

Critical Path Management is an activity-rich virtual learning experience that will provide participants with a deep understanding of the importa
managing critical paths in Mobilization. Focusing on identifying and managing the critical paths to go-live will ensure we not only drive up the
of our Mobilizations, but that we are also on time, on budget and more efficient. The workshop will provide a foundation for Mobilization empl
COURSE
OVERVIEW:
apply the discipline
of critical path in case-based environment as well as an opportunity to share their experiences and knowledge.
"How's it going?" Is this an appropriate greeting in today's corporate workplace? How about telephone use? Is it always necessary to return p
COURSE
calls?
If so,OVERVIEW:
how
soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How impo
LEARNING
OBJECTIVES:
Do
you
sometimes
have dealing
difficultywith
using
your listening
skills to
effectively
orHow
appreciate
complex ideas person,
and emotions?
your
tone
of
voice
when
customer?
All these
questions
areevaluate
a matterarguments
of etiquette.
you communicate--in
over theThi
ph
recognize
the
benefits
of choosing
to aproactively
communicate
withpurposes
team
members.;match
the understanding.
communication
barriers with the appropriate
teaches
you
how
to
listen
more
effectively
for
critical
and
empathic
to
maximize
your
electronically,
and
with
customers--has
a
direct
effect
on
how
people
treat
you,
on
whether
you
sell
your
idea
or
product,
and
on
how
quickly
examples.;assess a given business scenario in which team member attempts to apply the principles for speaking nonjudgmentally, and deter
advance
in yourmember
career. did
In this
course, you'll
learn why
the subtleties
of communication
in the world process
of business.
what the team
wrong.;select
reasons
being an active
participant inetiquette
the communication
is important.;recognize the

techniques to use when listening supportively to teammates.;analyze a given scenario to recommend improvements for listening supportively
teammate.;analyze a given scenario to recommend improvements for sharing a viewpoint assertively with a teammate.;choose the benefits o
developing skills for constructively giving and receiving feedback.;sequence examples of the steps for giving constructive feedback.;apply the
for
feedback
to team
a teammate
a given
situation.;analyze
a given
business
to recommend
improvements
for rec
Thisgiving
course
focusesconstructively
on building the
from theininside
out.
Since the ultimate
success
of the scenario
team depends
on the ability
of team member
feedback
a teammate
along andgracefully
to form a from
collaborative
and cohesive group, team dynamics and roles will be examined. The course will also focus on how to be ef

project team meetings and how to encourage other members to participate fully. Getting full participation from each player involves good
communication skills, as well as team communication strategies, such as participating in brainstorming and feedback sessions. Finally, gaini
different perspectives and valuing team diversity is examined.

FY10 Curriculum

Course code

Course

Z86868

Effective Cross Cultural Communication

Online

Z17505

Leadership Skills for New Supervisors-Solutions/Services

Classroom

PMSO200

Global Performance Management: Set Objectives

Online

PMAO200

Global Performance Management: Assess Outcomes

Online

Spmgmt_07_a01_bs_enus
Effective Delegation: The Basics of Delegation

Course Type

Online

SSTEAM0224

Managing and Leading the Virtual Team: Virtual Project

Management

Online

Z45893

Career Counselor Reference Guide

Online

SSPD0032

Creativity and Innovation: Generating Creative and Innovative

Ideas

Online

SSPD0030

Creativity and Innovation: Creativity and Innovation in the

Workplace SIMULATION

Online

Decision-making and Problem-solving for Business. Making

SPpd_04_a04_bs_enus Decisions Dynamically

Online

SSCOMM0521

Effective Use of Feedback for Business: An Essential Guide to

Giving Feedback

Online

SSCOMM052S

Effective Use of Feedback for Business: Effective Use of

Feedback for Teams Simulation

Online

HDI - Customer Support Specialist, Professionalism:

SPcust_01_a03_bs_enus Establishing Team and Customer Relationships

Online

Performanace Fa

Course Type

Hours

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Optional

Optional

Optional

Optional

Anticipates & Handles

Critical Situation

Maximizes Team
Performance

Communicates Effectively

Performanace Factors
Organizes and directs
quality of work

Demonstrates
Professionalism and
Confidence

Drives for value added

results/Drives to Add Value

Builds Technical
capabilities /
Builds and Applies Skills
and Capabilities

Builds and Sustains Client

Ownership and Commitment

Establishes Personal
Credibility with Clients and
Others

Analyzes and Solves Poorly

Defined Problems

- Take away a model for leading teamsBrief

andDescription
empowering
members and understand how to apply
ofteam
the program
different leadership styles to motivate your team.
- Explain
theconfident
Assess Outcomes
process
andproject
how itorientation
fits within the
Globalroles
Performance
Feel more
in your ability
to lead
andfour-step
team member
and expectation
Management
process
setting
meetings.
- Provide
helpful,
practical techniques and useful solutions to cross cultural communication issues.
- Understand
how
and
behaviors
are both essential
a performance
assessment
Determine
the
best
inputs
totasks
identify
objectives.
Increase ability
toresults
delegate
in an
appropriate
mannercomponents
and provideofsupportive
communication
to
-help
Initiate
a request
forfeel
an successful
assessment
and
document self input on results
Write
SMART
objectives,
and explain
theeffectively
benefits.
team
members
throughout
an assignment.
- Provide
specific andtomeaningful
ensure
objectives
are Window
effective.
Get an introduction
the model feedback
covered intomore
detail
in Leaders
Also,
Reviewers
will be able
to complete
a Standard Assessment:
- Explain
and effectively
create
stretch objectives.
- Document
results inofacascaded
way that is
clear and(to
measurable
Confirm alignment
objectives
team, organization, Accenture, etc.).
- Accurately
rate an
employees
results as is
a Value
Creator,and
People
Developer and Business Operator
Assess to what
extent
a list of objectives
well focused
prioritized.
- Accurately rate behavior using Performance Factors
- Summarize an employees strengths and areas for development so that they strengthen results and
-improve
Discover
what delegating is all about
performance
- What you need to do to prepare for and implement this process
- How to ensure that you and your employees will effectively complete those delegated tasks.
- Discover how delegating tasks can enhance and accentuate your management skills.
Your
decisions
determineofyour
life.team
Nowhere
is this
simple statement
- Develop
an awareness
virtual
project
management
skills. so unabashedly evident as in today's
business
world.
Made
consciously
or unconsciously,
yourinnovative
decisions thinking.
represent the fundamental tool you use
- Apply
Osborn's
7-Step
Model
totoolbox.
stimulate
creative and
Help you
to boost
your
creative
in
facing
opportunities,
challenges,
and
uncertainties
life.
It's not
asessions
case, such
however,
of "make a and
- Use
innovative
strategies
to encourage
creativity
during of
brainstorming
Look
at the
team
methods
of fostering
creativity
and innovation
in the
workplace,
as brainstorming
decision,
anyGroup
decision."
increased
complexity
and competition of the 21st century marketplace calls
-the
Apply
strategies
toresponsibilities
buildThe
a creative
environment
Nominal
Technique.
Understand
your
aswork
a career
counselor.
for
dynamic
decision
kind
of decision
making
that significantly
boosts
productivity.
The of
- Determine
when it ismaking--the
appropriate
to move
on to the
stage
in the creative
process
Explore
techniques
that
can be used
individually
fornext
personal
inspiration,
including
the importance
objective
of this
isand
to turn
youcan
andhelp
others
organization
into dynamic
decision makers. You'll
-conflict,
Use appropriate
strategies
and
techniques
during
the
stage
and
howcourse
nature
history
youininyour
youranalysis
quest for
greater
creativity.
Individuals
aiming
to improve
their
performance
atand
work
making
usedecision
of the feedback
gain
the
skills
necessary
toofavoid
the
psychological
pitfalls
that
adversely
making. they
You'llare
- Use
appropriate
strategies
to
manage
stakeholder
relationships
Consider
the
importance
"keeping
grounded"
of by
building
oneffective
ideas.affect
given
and the
feedback
theyability
offer
to risky
others--particularly
their
directinertia,
reports.
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decision-making
in
and uncertain
circumstances.
You'll
away from this course
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appropriate
strategies
to
overcome
split
inventor syndrome,
and walk
sabotage.;applying
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performance
any
upon
performance
everyone When
within the
To
with
concrete
and of
powerful
decision-making
tools,the
both
rational andofstatistical.
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an depends
idea
ensure
that
all staffstrategies
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that thereand,
is a culture
enables
feedback
modeling
techniques
presented
here,
you'll enjoy
hence, which
business
confidence.
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to build
to
be given
and received.
course
enables
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to become
familiar
the key
aspects
givingworking
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strategiesThis
in hand,
you'll
explore
to better
makewith
decisions
even
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candid,
constructive
feedback
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of this course
is toyour
enable
enhance
with others
who aren't
completely
"onperformance.
your side." It'sThe
truepurpose
that decisions
determine
life.you
It's to
time
now to
your
in giving
feedback.
The course starts by exploring the nature of feedback, and it then develops a
betterskills
determine
your
decisions
practical approach to the feedback process. Giving feedback is not always straightforward however, and so
This
course
familiarize
learner
with the
underlying
benefits
skills needed
to establish
team and
the final
partwill
of this
course the
looks
at barriers
to giving
feedback
andand
strategies
for dealing
with situations
customer
relationships.
Teamwork is a critical component of a Support Center. This course looks at the
where your
feedback is challenged.
individual
of each team
member, as well as
team as
a whole. It also addresses
Preparing responsibilities
feedback.;communicating
feedback.;applying
thethe
feedback
process.;overcoming
barriersthe
to role
of
strong leadership
in criticism
building and feedback.;developing
maintaining successfulyour
teams.
a Customer
Support Center,
feedback.;coping
with
teamInwith
feedback.;providing
your team
customer
relationships are everything - and communication is king! Many customer problems are caused
with feedback.
by communication breakdowns. This course explores how to avoid communication breakdowns by
involving customers in problem solving, and being able to communicate effectively in the global
community, where cross-cultural issues abound.

FY10 CAAG

Course code

Course

Z86868

Effective Cross Cultural Communication

Classroom

Z29362

Leaders Window-Solutions/Services

Classroom

Z17461

Presentation Dynamics-Solutions/Services

Classroom

Z17462

Achieving Meeting Results-Solutions/Services

Classroom

Relationship Management

Classroom

Z81273

Leadership Conversations

Classroom

PMSO200

Global Performance Management: Set

Objectives

Online

PMAO200

Global Performance Management: Assess

Outcomes

Online

X000737

Negotiation Essentials: Getting to Yes

Online

SSCOMM009A

Emotional Intelligence in the Workplace

Simulation.

Online

SPcomm_09_a04_bs_enus

Emotional Intelligence in the Workplace:

Increasing Your Emotional Intelligence

Online

SSCONS0112

Consulting with the External Client: The ClientConsultant Relationship

Online

Achieving Balance in Your Professional and

Personal Life: Coping with Stress

Online

AMDA-G-RM

SSPD0114

Course Type

Perform

Course Type

Hours

Mandatory

Mandatory

16

Optional -Either AMR

16

Optional -Either PD

16

Mandatory

Mandatory

16

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Mandatory

Optional

Anticipates & Handles

Critical Situation

Maximizes Team
Performance

Performanace Factors
Communicates
Effectively

Organizes and directs

quality of work

Demonstrates
Professionalism and
Confidence

Drives for value added

results/Drives to Add
Value

Builds Technical
capabilities /
Builds and Sustains Client
Establishes Personal
Builds and Applies Skills
Ownership and
Credibility with Clients and
Analyzes and Solves
and Capabilities
Commitment
Others
Poorly Defined Problems

Brief Description of the program

- Provide helpful, practical techniques and useful solutions to cross cultural communication
issues.
- Practice contracting for performance
-- Give
feedback
Identify
personal strengths and areas for development in presentation delivery skills.
-- Work
in teamseffective
to accomplish
goals. skills.
Demonstrate
physicalshared
presentation
-- Utilize
visual
aids
and
notes
effectively
Build agendas and plan your meetings to enhance a presentation.
-- Look
and sound
more
competent
confident
while delivering
Start your
meetings
with
a "POW"and
(Purpose,
Outcome
and Why)formal and informal
presentations.
- Use process tools for generating ideas, solving problems and making decisions
- Use practical facilitation techniques to prevent or solve most meeting frustrations
-- Give
difficult
feedback
(including
saying no and pushing-back when appropriate) to
Use tips
for more
effective
teleconferencing
Accenture
co-employees
and
supervisors,
vendors,
suppliers,
customers,
and other parties, as
-This
Be an
effective
recorder
andvarious
even
a aspects
"facilitative
meeting
participant"
course
aimsfacilitator,
to familiarize
you with
of client
management
and team
needed
-management.
Assess
Outcomes
process
and
how
it fits
within theinvolved
four-step
Performance
Theissues
course
also
introduces
you
to the
inGlobal
maintaining
- Explain
Surface the
difficult
and
discuss
such
issues
in
achallenges
professional
manner
Management
process
with
clients,
and situations
the strategies
to overcome
the challenges.
-relationship
Influence other
people and
by clearly
expressing,
in a professional manner, their
-own
Understand
how results and
behaviors
are both
essential components of a performance
point of view/expertise,
instead
of quietly
resenting
assessment
Come to agreement
with the
other party/parties
in all the above situations
--- Determine
the best
inputs
to identify
objectives.
a priorities
request
for
an assessment
and
self
results
-- Initiate
Understand
that
negotiations
are
a part
ofeffectively
your everyday
work
andinput
life. oninteractions
Manage
through
managing
expectations
indocument
all their
professional
Write SMART
objectives,
and
explain
the
benefits.
-- Understand
the
fundamental
techniques
of
principled
negotiation:
Provide
specificwill
and
feedback
to ensureAssessment:
objectives are effective.
Also,
Reviewers
bemeaningful
able tofrom
complete
a Standard
-- Separate
substantive
issues
relationship
issues
Explain
and
effectively
create
stretch
objectives.
-- Document
results
in a way that
is clear for
andbetter
measurable
Use
listening
and speaking
techniques
communication
Confirm
alignment
of cascaded
objectives
(to
team,
organization,
Accenture, etc.).
--- Accurately
rate an employees
results
as a a
Value
Creator,
People Developer
Focus
on
interests,
not
positions,
to
reach
mutually
satisfactory
agreementand Business
-Operator
Assess to what extent a list of objectives is well
focused
and prioritized.
- Invent options for mutual gain
-- Accurately
ratecriteria
behavior
using Performance
Factors
Use objective
to establish
standards of
legitimacy
-- Summarize
an
employees
strengths
and
areas
for development
so that
they strengthen
Use
the
best
alternative
to
a
negotiated
agreement
(BATNA) to guide
careful
decision making
Does
intelligence
alone
determine success? Or do self-awareness,
impulse
control,
and
improve
performance
-results
Keep
the
end
goal
(i.e.,
your
desired
outcome)
in
mind
before
and
during
theinto
negotiation
persistence, zeal, self-motivation, empathy, and social deftness factor heavily
the
-equation?
Review negotiations
systematically
to
learn
what
works
well
and
what
should
be
in
While not as readily quantified as IQ, these qualities, collectively termedavoided
"emotional
future
negotiations.
intelligence,"
often determine whether or not people excel in life, relationships, and the
workplace.
In this simulation,
you'll
test your
IQ toskills
see how
affects
various
In today's workplace,
you need
to have
both emotional
the intellectual
to doit the
job and
the aspects
of
professional
life.Thistosimulation
is based with
on the
SkillSoft Series
"Emotional
Intelligence
emotional
intelligence
interact effectively
co-workers.
The successful
leaders
and at
Work"
and
has
links
to
the
following
courses:
comm_09_a01_bs_enus,
managers around you outshine others because of their stellar people skills. Most people
comm_09_a02_bs_enus,
comm_09_a03_bs_enus,
and comm_09_a04_bs_enus
believe that emotions are automatic
responses that they
have no control over. Few realize that
Anyone
interested
in
improving
the
personal
and
professional
development
process.You
don't
their emotions are determined by what they think, and that concrete
techniques
exist for gaining
get
ulcers
fromfeelings.
what youThis
eat,course
but from
what's
eating
you,"
said
Albert
Cliffe. There's
no way to
control
of
their
will
provide
you
with
the
skills
to
increase
your
emotional
Getting
to know
yourinclients
and
theirthere
needs
the vital first
steps to establishing
avoid
having
one's
life, but
areare
techniques
forincombating
it. Are you productive
your own
intelligence
sostress
that you
can become
an effective
contributor
the work
working
relationships.
Understanding
their
andforce.
what
they expect
from
worst
enemy
when it comes
to stress?more
This about
course,
theorganizations
fourth in the series
"Achieving
Balance
you
will Professional
be essential and
if youPersonal
are to provide
a high-quality
serviceways
that will
excite them.
You will
in Your
Life," will
help you discover
to manage
self-induced
also need
to know
recognize
all theyou
stakeholders
and the
real
decision
makers
within an
stress.
Perhaps
it'show
yourtowork
that makes
feel pressured.
You'll
explore
ways
to anticipate
organization,
and buildinteams
can function
quickly and
for stressful situations
orderthat
to reduce
their disruptions
oneffectively.
your life. Sometimes it's just our
own negative thinking that creates anxiety in our lives. In this course, you'll employ time-tested
methods of diffusing these negative thoughts. By the time you're finished integrating these
lessons, you'll have the tools to keep stress in check.

FY10 Curriculum

Course code

Course

Course Type

CXM010

CORE New Manager/Level B

Seminar ($510 per person) **

Classroom

Mandatory

Z86868

Effective Cross Cultural

Communication

Online

Mandatory

Z91520

Maximizing Client Visit Impact

Classroom

Mandatory

Z17461

Presentation DynamicsSolutions/Services

Classroom

Optional -Either AMR

Z17462

Achieving Meeting ResultsSolutions/Services

Classroom

Optional -Either PD

Z32668

Six Thinking Hats

Classroom

Recommended

Z91414

Managerial Communication

Classroom

Mandatory

Z91409

Sell While Delivering Lite

Classroom

Mandatory

Z06126

Being Gender Sensitive

Online

Mandatory

PMSO200

Global Performance Management:

Set Objectives

Online

Mandatory

PMAO200

Global Performance Management:

Assess Outcomes

Online

Mandatory

X000738

The Accenture Way to Negotiate

Online

Mandatory

Performanace Facto

Hours

Anticipates & Handles

Critical Situation

12
2

Maximizes Team
Performance

Communicates Effectively

12

16
16
8

4
1

1
3

Performanace Factors
Organizes and directs
quality of work

Demonstrates
Professionalism and
Confidence

Drives for value added

results/Drives to Add Value

Builds Technical
capabilities /
Builds and Applies Skills
and Capabilities

Builds and Sustains Client

Establishes Personal
Ownership and
Credibility with Clients and Negotiates Solutions and
Commitment
Others
Resolves Conflicts

Analyzes and Solves

Poorly Defined Problems

Understand Accentures business strategy and the key levers the individual controls/influences to achieve it.
Leverage our organization structure and understand how the workforces come together as a single face to a client.
Understand the implications of their decisions on business operations to create value within Accenture.
Understand whats expected of a leader at Accenture and what it means to be part of the Executive Team.
Understand the new levels of accountability associated with being a manager/level B at Accenture (e.g., developing people, judgment,
autonomy, etc.)
Build valuable connections with peers and leaders and leverage this support network in the future.
Effectively use key tools/resources that will help you succeed as new managers.
Brief Description of the program
Take ownership for your personal growth and begin formulating a development plan to ensure success in this role.

Recognize
and celebrate
this important
careerThis
milestone.
Sales
Effectiveness
is a main
priority in India.
course intends to improve the presentation skills and interaction with clients coming to
India for off shoring possibilities.
1. structure a business presentation
- Provide
practical
and useful
solutions
cross cultural
2.
handle helpful,
presentations
so techniques
they are effective
in a formal
andtoinformal
settingcommunication issues.
3. adapt their presentation delivery so they are effective in a formal setting
4. understand and communicate in cross cultural situations
handlepersonal
boardroom/client
challenges
-5.Identify
strengthsfacing
and areas
for development in presentation delivery skills.
Demonstrate
presentation skills.
- Build
agendaseffective
and planphysical
your meetings
Utilizeyour
visual
aids and
notes
effectively
to enhance
a presentation.
- Start
meetings
with
a "POW"
(Purpose,
Outcome
and Why)
Lookprocess
and sound
more
competent ideas,
and confident
while delivering
formaldecisions
and informal presentations.
- Use
tools
for generating
solving problems
and making
- Use practical facilitation techniques to prevent or solve most meeting frustrations
- Use
tips fordemore
effective
teleconferencing
Dr.
Edward
Bono's
Six Thinking
Hats is a fast-paced, practical, and interactive course. The measurable results include shorter meetings,
- Beincrease
an effective
recorder
even
a easier
"facilitative
meeting
participant"
thorough
decisions,
better communication,
and
problem
resolution.
To
eachfacilitator,
participants
abilityand
to lead
through
effective
communication.
and
learn
to separate
into of
sixLeader
categories
analyzing issues and generating new ideas. Six Thinking Hats teache
Individuals
Understand
theteams
critical
success
factors thinking
in your role
as a for
Communicator.
to separate
emotion
facts, skills
the positive
from Interpersonal
the negative and
critical thinking
from creative
thinking.
how
Learn
to use Inquiry
andfrom
Advocacy
to enhance
Effectiveness
and improve
one-on-one
communication
Overcome communication barriers centered around lost trust and differences in the workplace.
Learn how to conduct effective developmental and learning conversations
Anchored
Apply
strategic
communication
planning
toolsis
to
an effective
message.
a select
listGender
of Accentures
best
senior
management,
itleadership
equips
Accenture
managers
The
goal
ofby
Appreciating
Differences
to draft
increase
awareness
of gender-related
dynamicstoin: our organization and create a more
Improve
your
leadership
skills
through
practice,
and
coaching.
1.
Identifywork
opportunities
to communication
Up
Sell and
Sell
to
their
client
byfeedback,
leveraging
their
current The
and content
past delivery
reputation
inclusive
environment
where
eachCross
individual
has
equal
opportunity
to be
successful.
includes
information on why its
2. Understand
how to map
the client
and build
important
to understand
gender
dynamics,
whatrelationships
defines a gender-related issue, what are the stereotypes and preconception of gender, what
3. Determine
the competitive
forces
impact
uscommunication
and the client differences between men and women.
are
the challenges
and benefits,
andthat
what
are the
4. Create
a compelling
Business
CaseDifferences,
and drive it through
the Accenture
process
and win new
After
completing
Appreciating
Gender
participants
will have asales
heightened
awareness
andwork#N/A
appreciation of gender dynamics and
impactthe
in the
making
more to
inclusive
workplace.
be applied
on your
clientPerformance
team, on a project
team, when
interacting with peers, and
Determine
bestaOutcomes
inputs
identify
objectives.
-itsExplain
Assess
process
and howThis
it fitscan
within
the four-step
Global
Management
process
everyday
work.
Write
SMART
objectives,
andbehaviors
explain the
-inUnderstand
how
results and
arebenefits.
both essential components of a performance assessment
Provideaspecific
meaningful
feedback
to ensuredocument
objectivesself
areinput
effective.
- Initiate
requestand
for an
assessment
and effectively
on results
- Explain
effectively create
stretchofobjectives.

Explain and
the importance
and purpose
having an Accenture Way to negotiate
- Confirm
alignment
of
objectives
(to impacts
team,Assessment:
organization,
etc.).
Also,
Reviewers
becascaded
able tocultural
complete
a Standard
Recognize
howwill
Accentures
heritage
the way we Accenture,
negotiate and
the associated challenges of this heritage
to what
listthat
of
objectives
isbiases
well
focused
- Assess
Document
results
in a a
way
is clearand
and
measurable

Recognize
yourextent
behaviors,
reactions
when inand
anyprioritized.
type of negotiation (become more self-aware)
- Accurately
ratefive
an fundamental
employees results
as a Value
Creator,
People The
Developer
and Business
Operator

Articulate the
negotiation
strategies
comprising
Accenture
Way to Negotiate
- Accurately
rate behavior using
Performance
Factors
1.
Remain unconditionally
constructive.
Manage
relationships by remembering the value of acting reasonably.
- Summarize
an employees
strengths
and areas
development
thatthe
they
strengthen
results and
improve performance
2.
Focus on strategic
interests.
Base decisions
onfor
both
Accenturessoand
clients
core strategic
interests.
3. Maximize legitimacy. Maintain fairness by focusing on objective criteria (benchmarks) and firmly-rooted principles.
4. Create value by being firm but flexible. Create mutually beneficial, value-creating options (resolving all issues that arise in a negotiation).
5. Create a clear choice: Commercially Viable or Willing to Walk

FY10 CAAG

Course code

Course

Course Type

Hours

Z86868

Effective Cross Cultural Communication

Online

Mandatory

TBD

Leadership Conversations

Classroom

Mandatory

16

TBD

Client Presentations

Classroom

Mandatory

Z10794

Sell while Delivering

Classroom

Mandatory

Z91520

Maximising Client Visit Impact

Classroom

Mandatory

12

Z96737

Powerful Conversations

Classroom

Mandatory

X000738

The Accenture Way to Negotiate

Online

Mandatory

Z33361

Bus Ops and PPM Catch Up - Accenture's

Financial Strategy
Online

Mandatory

Z33362

Bus Ops and PPM Catch Up - Critical

Elements of Our Financial Statements

Online

Mandatory

PMSO200

Global Performance Management: Set

Objectives

Online

Mandatory

PMAO200

Global Performance Management: Assess

Outcomes
Online

Mandatory

Performanace Factors

Anticipates & Handles

Critical Situation

Maximizes Team
Performance

Communicates
Effectively

Organizes and directs

quality of work

ce Factors
Demonstrates
Professionalism and
Confidence

Drives for value

added
results/Drives to
Add Value

Builds Technical
capabilities /
Builds and Applies
Skills and
Capabilities

Builds and Sustains Client

Ownership and
Commitment

Establishes Personal
Credibility with Clients and Negotiates Solutions and
Others
Resolves Conflicts

Analyzes and Solves

Poorly Defined Problems

Creates and Seizes

Business Opportunities

Brief Description of the program

A
course targeted at managers and sr. managers in core delivery that need to learn skills on how to
TBD
understand the account and business and seek out selling opportunities.
Sales
is a main
priority
in India.
At the Effectiveness
end of this course,
you will
be able
to: This course intends to improve the presentation skills and
interaction
coming
tooopportunities
India for off shoring
possibilities.
-TBD
Identify Upwith
Sellclients
and Cross
Sell
with existing
clients through our delivery work
Objectives:
- Examine aspects of managing client relationships
1.
structure athe
business
presentation
- Determine
competitive
forces that impact us and the client
2.
handleapresentations
soand
theyan
are
effective
a focused
formal and
informal
setting opportunities
- Create
Business Case
Action
Planinfor
revenue
generation
3. adapt their presentation delivery so they are effective in a formal setting
4. understand and communicate in cross cultural situations
This
workshop
focuses on the
usechallenges#N/A
of powerful conversations to strengthen connections and facilitate
5. handle
boardroom/client
facing
change. It will give you the opportunity to practice powerful conversation techniques and learn how to use
these methods to improve relationships and performance. Approaching conversations systematically will
allow you to improve critical interactions and shape them to get the results you want.

- Read and understand the fundamentals and the key elements of Accentures corporate financial
statements.
- Recognize the key metrics the investment community considers when evaluating Accentures financial
health.
Explain the Assess Outcomes process and how it fits within the four-step Global Performance
- Understand how certain transactions impact Accentures corporate financial statements.
Management
process
-- Determine
the
best inputs
to identify
objectives.
Structure, organize,
and perform
work
in a manner which positively affects Accentures corporate
- Understand
how
results and
behaviors
arebenefits.
both essential components of a performance assessment
Write
SMART
objectives,
and
explain
the
financial statements.
- Initiate
requestand
for an
assessment
and effectively
on results
Provideaspecific
meaningful
feedback
to ensuredocument
objectivesself
areinput
effective.
Also,
Reviewers
will be able
to complete
a Standard Assessment:
- Explain
and effectively
create
stretch objectives.
- Document
results inofacascaded
way that is
clear and(to
measurable
Confirm alignment
objectives
team, organization, Accenture, etc.).
- Accurately
rate an
employees
results as is
a Value
Creator,and
People
Developer and Business Operator
Assess to what
extent
a list of objectives
well focused
prioritized.
- Accurately rate behavior using Performance Factors
- Summarize an employees strengths and areas for development so that they strengthen results and
improve performance