Since 1980, Persona GLOBAL® has been both a direct management consultancy, as well as a provider to OD practitioners of robust, field-tested, performance based methodologies and survey instrumentation.

Persona GLOBAL®, our methodologies and metrics are currently deployed in more than 50% of Fortune 1000 companies in 45 countries.

Our tailored and scalable process-oriented methodologies and tools achieve results because they are practical, dealing with the real world needs of people in meeting 21st century business challenges. While we work with many SMEs, our seamless service makes us especially suited to MNCs because all our methodologies and survey instrumentation have been culturally adapted locally and delivered by over a 1000 certified in-house and external OD practitioners and trainers around the world, in as many as 32 languages.

Whether it’s in Auckland, Melbourne, Singapore, Tokyo, Beijing, Helsinki, Madrid, Paris, Brussels, London, Sao Paulo, Santiago, Buenos Aires, Mexico City, Charlotte, N.C., Chicago, Tampa—and many more—there is a certified Persona GLOBAL® consultant ready to work with you as your strategic business partner.

Persona Methodologies:

• Organizational Surveys
• Competency Surveys
• Communication Skills Series
• Management & Leadership Series
• Developing People & Performance Series
• Strategic Approach Series

Organizational Survey:

Organizational Alignment Survey (OAS) –
Key Function: Measure and manage quality improvement and customer service -- key to beat competitors.

How can OAS help my organization?

• Provides a survey of employee perspectives and opinions
• Enables a company to implement a customer-focused strategy
• Serves as an evaluating tool to quickly and simply audit the organization
• Serves as a tracking study to monitor change and progress over time
• Provides a benchmark to compare your organization with average and best-in-class competitors
• Serves as a diagnostic to understand issues impacting departments, locations or employee teams
• Is a strategic planning tool to provide data and input for annual strategy sessions
• Creates a blueprint for a comprehensive change initiative

Features:
Research-based (5 years) assessment tools – can have everyone surveyed -- can measure improvement of same group over time

Benefits:

• Accurate, timely information for making relevant decisions in real time
• Comprehensive survey of employees’ attitude – development for Total Quality initiatives
• Tracking study to monitor change and progress over time
• Benchmark study to compare with best-in-class competitors
• Trouble-shooting analysis
• Strategic tool to create a distinct company image
• Blue-print for eliminating areas of poor quality

Users of OAS include:

• Walt Disney
• Toyota
• Glaxo SmithKline (GSK) & many more.

Competency Surveys


Sales Competency Assessment (SCA) –
Key Function: Multi-rater approach to examining the knowledge and competency of a sales force – targeted sales training to enhance sales performance.

Principles: 13 key sales performance indicators

• Knowledge of business/ industry
• Sales approach and procedures
• Interpersonal relationship
• Listening skills
• Initiation of contact
• Preparation
• Needs analysis
• Negotiation
• Closing the sale
• Productivity

Features:
Based on continuous research and field testing w/ Xerox – evaluates the entire sales cycle and the principal performance factors used before, during or after the sales cycle.

Benefits:

• More sales
• Greater turnover
• Increased profitability
• A user-friendly tool for sales managers to coach their sales force
• Targeted sales training to enhance sales performance

Users of SCA incude:

• Xerox
• Grand Hyatt Singapore

Management Action Profile (MAP) –
Key Function: 360-degree feedback instrument measuring the crucial elements of managerial performance.

Principles: 8 key practice areas related to managerial performance of each manager –

• Leadership
• Personal org. Abilities
• Information and communication
• Power and authority
• Continuous process improvement
• Interdepartmental cooperation
• Development of potential and competencies
• Team cooperation and motivation

Features: Research-based (3 years) with KPMG

A quick and clear report of how your managers are performing at any time. A tool for optimizing company’s managerial training resources. A way to track results of coaching given by managers.

Benefits:

• Quick and clear snap shot of how managers are performing at any time.
• Benchmark of current managerial performance in relation to the unit they manage.
• Analysis for determining how best to personalize training for each manager.
• Objective measurement of changes in managerial performance.
• Tool for optimizing company’s managerial training resources.
• Way to track the results of coaching given by managers.
• Questionnaires are distributed to each manager, direct associates, superiors and peers. An overall picture of the team’s current state of professional maturity is generated.

Users of MAP include:

• Alcatel Telecom
• AXA Insurance
• Bausch & Lomb
• General Electric (GE)

Communication Skills Series:

The Persuasive Salesperson –
This program has a questionnaire of 60 word pairs which provides Multi dimensional feedback on Social Style:

Key Feedback Features-

• Communication style – how (5) respondents perceive participant’s behaviors.
• Participant’s application of empathy and interpersonal flexibility
• Personalized negotiation practices
• Gameplan (individualized case study)
• Optional Single User Disk SUD (for unlimited skills reinforcement)

Workshop Features: This program is conducted over 2 days when conducted as a core program and the key features are-

• Social/Communication Styles

  Persona Trust Model
  Four Style Video
  Style Conflict and Cooperation

• Trust and Empathy

  Elements of Trust
  Ability for Trust Building
  Projecting Empathy
  

• Change and Defensiveness

  Needs of Each Communication Style
  How Each Style Makes Decisions
  How Each Style Reacts to Tension
  Growth Spiral

• Flexibility

  Understanding Flexibility
  Using Flexibility

• Negotiation Process

  6-step Negotiation/Persuasion Process
  Application (role play)
  Follow-up

Benefits: Importance and benefits of mentoring as a manager, mentoring process

• Knowledge of own communication style as others perceive you
• Understand own strengths and weaknesses as a trust builder
• A systematic approach to understanding and influencing others
• A new plan for dealing with someone you need to influence NOW
• A proven negotiation process
• Personal Gameplan software disk (to profile anyone in the future)
• A methodology for reducing personal stress

Users of The Persuasive Salesperson include:

• Mitsubishi Motors
• BMW
• Hitachi

Management &Leadership Series:

Leadership Series –
This series consists of a questionnaire of 36 questions regarding leadership practices.

Key Feedback Features: Performance-based – subordinate’s perception on participant’s leadership -

• Direction – goals & vision
• Motivation – reward/ recognition, expectation & initiative
• Guidance – coaching & modeling
• Average rating
• Rating by each practice
• Weak areas with action steps - ideas on how to strengthen participant’s leadership

Key Workshop Features: This series also consists of a 2.5 days workshop and the features are-

• Organizational Alignment
• Team Identification
• Managing for the future
• Performance Leadership & Change Leadership
• Providing Direction through Goals
• Direction Feedback
• Goals Feedback
• Providing Direction through Vision
• Group Visions
• Vision Feedback
• Motivation Feedback
• Group Discussions
• Communications Review
• Coaching Discussion
• Modeling
• Guidance Feedback
• Individual Action Planning

Benefits:

• Comprehensive framework for leader’s and manager’s role
• Identify personal strengths as a leader and manager
• Ideas on how to strengthen participant’s leadership
• Increased skill and knowledge in providing clear direction, motivation and guidance
• A foundation for building stronger working relationships
• Practical action plans at work to strengthen participant’s leadership and management effectiveness

Users of Leadership series include:

• Kellogg Company
• Sheraton Hotels
• Oracle Corporation
• Groupe Schneider
  

Performance Development Series

Managing First Class Service

Learn how to:

• Develop comprehensive service performance standards
• Design & implement measurement and feedback systems
• Develop skills in setting service performance goals.
• Use positive motivation and reinforcement.
• Analyse performance deficiencies.
• Coach employees in service performance
  

Who should attend?
Managers and supervisors who want to learn how they can systematically manage the service performance of their subordinates.

Benefits of this program:

• Measurable results with up to 45% increase in courtesy measures
• Complaints dropping to zero level
• Hotel room cleanliness improved by 41%
• Bank deposits hit record levels.

Benefits to your organization:

• Immediate cost effective improvement in service related productivity
• Long term results and returns on investment
• Improved Internal and External customer relationships.
• Improved customer retention and development
• Improved morale
• Increased sales and profits
• Improved customer satisfaction

Some users of Managing First Class Service include:

• LG Electronics
• Minolta
• American Express

Emotional Capability Profile –
The Key points about the Emotional Capability profile (ECP) are:

• There are 66 questions, clustered into 24 elements within 5 components of Emotional Capability
• The profile starts with a comprehensive overview of the research, constructs, model, definitions and guidelines for interpreting the report
• The feedback is provided as an overall view, and then data within each separate component, with scores for self and others in combination with a bar chart
• Wide variations in scores provided by a person’s respondents are indicated in the data
• Each component has a narrative appearing after the data page which indicates the individual’s strengths, areas for development and some suggestions as to actions the person may find useful
• Finally, there is a page of Development Actions indicating the key action steps a person may wish to take to improve or enhance their emotional capability

Core Workshop and Features:
One day workshop that provides a comprehensive participant workbook and the workshop promote an interactive and supportive learning environment.

Features:

• Recent concept turned into practical tools to help apply learning into everyday practice
• Combined with a workshop
• Ability to track results over time
• A tool that can assist with organization development and culture change
• Multiple uses - The ECP can be used as the diagnostic basis for
  • individual development
  • team development
  • one to one coaching and/or
  • identification of organization-wide development needs

Benefits: The Emotional Capability Profile can used effectively –

• As part of an Introductory program to help new people understand their entry level of competency linked to the organization’s competencies.
• As a core development opportunity for all leaders and potential leaders
• As a longitudinal development tool by repetition of the Profile after 6-12 months to measure development (and the ROI of interventions)
• As a diagnostic tool to support team building and the development of group emotional intelligence (as opposed to a group of emotionally capable people) Or As the basis of individual coaching for development or career planning.

Strategic Approach Series:

Customer Experience Management Plus (CEM+)
CEM+ is designed to provide top executives with a solid understanding of how customer experience can be used to create competitive advantage and differentiate your organization in the market.

The purpose of the CEM+ survey is identify the critical few expectations that are common to your most profitable customers. This helps to define your brand strategy, craft the brand promise and refine the overall customer experience. The purpose of usage or life style segmentation is to fine tune outbound communications and product development to appeal to the interests of specific consumer groups. This is important but tactical in nature.

5 Principles of CEM+:

• Identify your most profitable target customers
• Define what your customers value
• Redefine your brand promise
• Define the customer experience
• Deliver a customer experience that sustains customer loyalty
  

The CEM+ methodology is composed of a comprehensive assessment process and a two-day workshop. The CEM+ methodology consists of:

• The Customer Experience Assessment Survey
• The Customer Experience Design
• Creating an organization that can deliver and sustain a customer experience

Benefits:

• CEM+ is a powerful tool in creating insight into your current customer experience and how to improve it.
• CEM+ can achieve fast and reliable results by focusing only on your target customers.
• CEM+ recommendations are straight forward and focus only on those key areas that add value to customers.
• The web-based approach of CEM+ makes it a simple and cost effective tool.
• Increase customer retention
• Provide effective and efficient customer service.

For information about Persona Global and their methodologies please visit their website www.personaglobal.com

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