TRAINING
Our training courses help engineers to tackle challenges at the interface between technology and communication with confidence. They offer a structured approach to the customer-facing role, providing not only tools for the work, but also language and models that can be customised to suit individual and team needs.
Why is it so important to develop communication tools specifically for customer-facing engineers?
The first reason is the fundamental principle of communication: that a message must be adapted to its audience. We therefore focus on the issues that are the most relevant to customer-facing engineers, we structure the material appropriately and we present it in our tribal language (always with relevant examples).
The second reason is that customers are a company's most precious assets, and so the engineers dealing with them need to base their actions on more than simple instinct. We provide tools and methods that make it possible (if not easy) to communicate with excellence, predictably and repeatedly. More about this on icon9.net.
Our focus is on Consulting and Applications Engineers (CAEs), and this is the audience that we address with our standard, ICON9TM-based courses. However, custom courses broaden this audience to Sales and Marketing Engineers, so that we cover the entire field team. Of course, we are not only concerned by communication with customers, but also with colleagues, both in the field team and in the parent organisation.
By the way, the distinction between Consulting and Applications Engineering is that the former mainly concerns services, whereas the latter focuses on products.
Course content is explained on the icon9.net web site.
The training is intense, and so follow-up work is important. Iconda therefore provides efficient means for CAEs to reinforce their skills: Remote Interactive Coaching Activities and local workshops - known as C&AE Cafés.
Please note that we can either train directly, or we can train your trainers - whatever suits your organisation best.
The Kirkpatrick learning evaluation model is used for quality control, and results are provided to both the sponsor and trainees (with discretion). Levels one and two of the model are implemented systematically using pre- and post-course tests, and level three, where possible, two to three months after the course.