Labor Category and Training Course Descriptions

GENERAL SERVICES ADMINISTRATION

AUTHORIZED FEDERAL SUPPLY SCHEDULE

PRICE LIST

Strategic Futures Consulting Group, Inc

305 East Oxford Avenue

Alexandria, Virginia 22301

MOBIS Contract: GS-23F-9764H

DUNS 836147603

Industrial Group: 874, Industrial Class 8742

Contract Period: 01 October 2007 – 30 September 2017

Contact Numbers: 703/836-8383; Fax: 703/836-9192

E-mail:

Website: www.strategicfutures.com

Business size: Small Business

Customer Information

1a. 874-1 (See page 3)

874-2 (See page 3)

874-4 (See pages 4-11)

1b. Discount: 874-1 and 874-2

Managing Director, 25% - 38%

Senior Consultant, 32%

Discounts for 874-4: 33% - 45%

2. Maximum order: $1,000,000

3. Minimum order: $100

4. Geographic coverage: U.S. and international as requested by customer

5. Point of production: Alexandria, VA

6. Discount from list prices: Discount range: 25% - 46%

7. Quantity/Dollar Volume Discount: None

8. Prompt payment terms: No additional discounts

9a. Government Commercial Credit Card: Strategic Futures accepts the Government Commercial Credit Card

9b: Discount for payment by Government Commercial Credit Card. No additional discounts granted.

10. Foreign items: Not applicable

11a. Time of Delivery: Per customer specifications

11b. Expedited delivery: Not applicable

11c. Overnight and 2-day delivery: Not applicable

11d. Urgent Requirements: Not applicable

12. FOB point(s): Destination

13. Ordering address: Strategic Futures Consulting Group, Inc. 305 East Oxford

Avenue, Alexandria, VA 22301

14. Payment address: Strategic Futures Consulting Group, Inc. P.O. Box 320128

Alexandria, VA 22320-4128

15. Warranty Provision: Not applicable

16. Export packing charges: Not applicable

17. Terms of Government commercial credit card acceptance: Not applicable

Strategic Futures Consulting Group, Inc

GS-23F-9764H

SINs 874-1, 874-2

Labor Categories / Hourly Price / Daily Price
Managing Director / $187.02 / $1496.14
Senior Consultant / $168.32 / $1,346.52

SIN 874-4

Training Course / Price
Team-Based and Team-Driven / $2992.28
Achieving Excellence in Customer Service / $2992.28

Labor Categories

Managing Director – A minimum of 25 years of experience working with C-level executives in government and SES level executives in government. Extensive experience in facilitation, training and consulting required. Bachelor’s degree and MBA coursework required. Duties include supervising contractors, facilitating strategic and operational planning sessions with senior-level clients, performing organizational studies and making bold recommendations, meeting with clients about their requirements, providing direct consultation and training to client organizations.

Senior Consultant – A minimum of 15 years of experience working with government agencies and businesses. Experience in facilitation, training and/or consulting required. Bachelors and Masters degree required. Duties include facilitating strategic planning sessions with clients, meeting with clients about their requirements, and providing direct consultation and training to client organizations. Incumbent is able to work independently under the general supervision of the Managing Director.

Training Course Descriptions

Course descriptions for Strategic Futures’ active course offerings appear on the pages which follow. These include:

1. Achieving Excellence in Customer Service

2. Team-Based and Team-Driven Training Series, consisting of:

2.1 Matrix Management Success Training (Cross-Functional Teams)

2.2 Mentoring Training (Employee-to-Employee Teaming for Learning)

“Achieving Excellence in Customer Service”

Offered by Strategic Futures®

A One-Day Program for 30 Participants

This training program accomplishes the following goals which are to:

q Increase understanding of customer satisfaction and how to achieve it

q Equip employees with communication tools and strategies to use in customer encounters

q Increase employee confidence in resolving customer issues

This interactive, participant-centered training includes role-playing exercises and learning activities focused on enhancing customer service skills

As a result of the following training modules, participants will be better able to:

1. Identify customers and what they value

2. Identify and distinguish Moments of Truth, Moments of Misery, and Moments of Magic for customers.

3. Describe the most difficult customer ever encounter and theorize as to why the customer behaved as s/he did.

4. Explain why the customer is the job, rather than an interruption of it.

5. Describe the six basic customer needs, knowing that customers ask for what they want, but what they need is a whole lot more.

6. Explain ways in which co-workers are internal customers and why they should be treated with the same respect as external customers.

7. Describe four basic customer working styles and how to get in step with these working styles.

8. Identify the ten personal skills that positively influence the behavior of other people.

9. Demonstrate successful attending skills for listening.

10. Self-identify tendencies that block attending.

11. Differentiate between open and closed questions and use them appropriately to serve the customer better.

12. Explain and demonstrate how asking the right questions can help identify the three different kinds of customer-based opportunities, i.e., service, persuasion, and tension management opportunities.

13. Identify and demonstrate the steps in solving a problem for a customer, including the questioning technique and the bridging technique.

14. Use inflection, pacing, and volume to achieve a great customer service voice.

15. Use behavioral flexibility in communicating successfully with people who have different working styles.

16. Check the bonds of trust and communications accuracy regularly in a two-way conversation.

17. Explain the concept of Tension Management.

18. Practice application of Tension Management to common situations.

19. Describe and demonstrate the best approach for handling disgruntled, unhappy, or irate customers.

20. Let customers vent their feelings without taking personal offense.

21. Avoid negative filters about the customer which ignite additional tension.

22. Reach mutual agreement on the solution with the customer so that you underpromise and overdeliver.

305 East Oxford Avenue, Alexandria, VA 22301, 703/836-8383;

A G E N D A

Morning

Goal/Objectives/Overview/Personal Action Journal

The Service Management Triangle

The Customer Satisfaction Formula

Close Up: The Customer Service Telephone Voice -- Inflection, Pace and Volume

Knowing Your Customer as Your Customer Knows You: The Moments of Truth

Exercise/Reports: The Moments of Truth

Internal and External Customers: What’s the Difference?

Your Customer’s Six Basic Needs/Your Ten Power Skills

Afternoon

Listening, Communications and Behavioral Flexibility

Exercise: Listening, Communications and Behavioral Flexibility

Complaints/Tension Management/The Irate Customer

Exercise: The Complaining Customer

Effective Follow-Up and Closing the Service Loop

Personal Action Journal, Summary and Close

305 East Oxford Avenue, Alexandria, VA 22301, 703/836-8383;

www.strategicfutures.com

Strategic FuturesÒ Consulting Group, Inc.

Matrix Immersion Training –

One Day Program for 30 Participants

Training Goal: To equip you with the concepts, tools and techniques needed for successful implementation of matrix management.

Training Objectives — As a result of this training program, you will be better able to:

1. Define the effective matrix organization in terms of desired success factors.

2. Conquer potential pitfalls which must be managed to minimize implementation problems through the use of systematic roles, rules and tools.

Abbreviated Training Agenda
Morning
Opening Remarks/Expectations
What is Matrix Management?

Your Company’s Context for Matrix Management and Benefits Sought
Roles, Rules and Tools for Matrix Management
Matrix Success Leadership Model
Afternoon
Seven of the Matrix Management Questions Most Frequently Asked by Employees
Transition Implications for Management and Staff
LACIE Diagramming: Step-by-Step Game Plans
Step-by-Step Checklists for Vertical, Horizontal and Collaboration Leadership
Personal Transition Planning: Working Successfully in the Matrix Organization
Summary/Conclusion

3. Use tools and techniques to clarify responsibility and authority, resolve differences, and achieve unambiguous success.

Strategic FuturesÒ

Matrix Immersion Training

Expanded List of

Training Objectives

Participants will be better able to:

1. Explain how the matrix organization works and compare it with traditional hierarchical approaches

2. Describe how the “unity of command” principle of a person reporting to only one supervisor is modified for a matrix using the Basic Matrix Role Dichotomy

3. Explain several advantages of the matrix form of organization and the company’s context for adopting matrix management

4. Explain how employees achieve individual and collective success in the effective matrix organization

5. Identify changes that the Vertical Manager will experience

6. Identify changes that the Horizontal Manager will experience

7. Describe potential matrix pitfalls and how to avoid them

8. Identify four stages of organizational formation and what to expect during the transition

9. Craft your personal transition plan for working successfully in the matrix organization

305 East Oxford Avenue

Alexandria, VA 22301

Phone: 703/836-8383, FAX: 703/836-9192

e-mail:

Team-Based and Team-Driven Series

Strategic Futures® Effective Mentoring Training

A One-Day Program for 30 Participants

Goal To equip mentors with concepts and skills needed for mentoring program implementation

Objectives Participants will be better able to:

n Explain why mentoring is critical to both employee and organizational success

n Define key differences between mentoring and coaching

n Explain the role of coaching in mentoring

n Describe and apply the roles and functions of the effective mentor

n Cultivate skills required for effective mentoring

n Delineate and implement a “mentoring agreement”

n Define the process and issues involved in helping mentees map their future success

n Apply a process for offering help to the mentee without taking control

Strategic Futures® Effective Mentoring Training

Page 2

Typical One-Day Agenda

8:00 – 8:15 Introductions/Objectives/Agenda

8:15 – 9:15 What is Mentoring? What is a Mentor?

n Differences between mentoring and coaching

n Responsibilities of the Mentor

n Responsibilities of the Mentee

9:15 – 10:00 Skills of the Virtuoso Mentor

10:00 – 10:15 Break

10:15 – 10:45 Methodical Mentoring: The Mentoring Agreement

10:45 – 11:15 Do’s and Don’ts for Effective Mentoring

11:15 – 12:00 The Spectrum of Mentoring Assistance: Strategist, Catalyst, Ally

12:00 – 1:00 Lunch

1:00 – 1:30 Professional Development Needs: Generic and Specific

1:30 – 2:30 Three-Step Process for Helping without Controlling

2:30 – 3:15 Using Force-Field Analysis to Map Mentoring Goals and Objectives

3::15 – 3:45 Structuring Learning Opportunities

3:45 – 4:30 Summary Exercise and Close