1. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER Cordially Welcome to the Presentation „A successful Project of HR Development with the ProCredit Bank“ Niki Harramach, Dr. General Manager of HARRAMACH&PARTNER, Spokesman of the Austrian BusinessTrainers within the Austrian Chamber of Economy Sarajevo, Dec 14th, 2005 Train-the-Trainer Seminar Vienna, Feb. 20, 2005

2. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER The oldest and biggest „Austrian Headquartered“ Trainers Network in CEE/SEE

3. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER

4. The ProCredit Bank Bosnia & Herzegovina HR Development Project Given Situation A changing and competetive banking environment A highly complex economic and legal frame Introduction of a new product portfolio

5. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER Objectives * Strenghten sales forces * Improve customer service * Increase sales The ProCredit Bank Bosnia & Herzegovina HR Development Project

6. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER The ProCredit Bank Bosnia & Herzegovina HR Development Project Procedure 1.Briefing 2.Designing 3.Commitment 4.Core Seminars 5.Follow Up Sessions

7. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER The ProCredit Bank Bosnia & Herzegovina HR Development Project Target Groups 1. - Supervisors - Branch Managers - Heads of Offices 2. - Account Managers - Client Advisors - Cashiers

8. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER The ProCredit Bank Bosnia & Herzegovina HR Development Project Contents 1. - Leadership - Teamwork - Conflict Management - Motivation - Communication - Time Management 2. - Basics of selling process - Sales methods and techniques - personal awareness - Sales organization - Time management - Communication (including conflict management

9. UNTERNEHMENSBERATUNG & WIRTSCHAFTSTRAININGS H ARRAMACH & P ARTNER The ProCredit Bank Bosnia & Herzegovina HR Development Project Methods: Methods of interactive experiential learning Short personal tests Examples and cases out of practise Practical techniques which can directly transfer the learning to the job