FUN and INSIGHTFUL

FACILITATORS

Presented by:

Cyltamia Irawan
CEO Lentera Consulting

teacher

orator

trainer
motivator

facilitator

presenter
4

BRANDING

SERVICE
COMMODITY
CUSTOMER
EXPERIENCE

why?

LEARNING STYLES

Kinesthetics learners
Auditory learners

Visual learners
9

ADULT LEARNING
ADULT LEARNER

YOUTH LEARNER

Problem-centered; seek educational

Subject-oriented; seek to successfully

solutions to where they are compared to

where they want to be in life

complete each course, regardless of how

course relates to their own goals

Results-oriented; have specific results in Future-oriented; youth education is often

mind for education - will drop out if education
does not lead to those results because their
participation is usually voluntary

Self-directed; typically not dependent on

others for direction

Often skeptical about new information;

prefer to try it out before accepting it

Seek education that relates

or applies

a mandatory or an expected activity in a

youth's life and designed for the youth's future

Often depend

on adults for direction

Likely to accept new information without

trying it out or seriously questioning it

timely and appropriate for their current lives

Seek education that prepares them for an

often unclear future; accept postponed
application of what is being learned

Accept responsibility for their own

Depend on others to design their

learning if learning is perceived as timely and

appropriate

learning; reluctant to accept responsibility for

their own learning

directly to their perceived needs, that is

10

adult learner
11

ADULT LEARNING PROCESS

Help your audience to focus on the learning by

projecting fun personality, personal benefit and
conducive environment.

Setting up and coach the learner to

practice new ideas, process, knowledge
or skill.

Facilitate your audience to have a

learning insightful experiences about
ideas, process, knowledge or skill.

Facilitate them in interpreting the ideas

to fit in their job environment and
circumstances.

Encourage a warm discussion about

what happened and let them share their
feelings and thought of the experience

Draw and share a new concept, theory

or insight based on their reflection.
12

attractive?

13

COMMUNICATION
COMPONENTS
VERBAL

7%

VISUAL

55
%

38
%

VOCAL

14

introducing .
your competitors

15

16

17

keep learning
kiss

prepare

use tools
be honest and humble

Be different
Be you
18

LENTERA CONSULTING
Kawasan Niaga Citra Gran Blok R9 no.15
Jl Alternatif Cileungsi Cibubur KM 4
Bekasi - Indonesia 17435
+62 21 84597017
+62 21 29377278
website: www.lenteraconsulting.com

19

FACILITATOR PROFILE
Profile
Cyltamia Irawan is an expert in service management who has been contributing her skill and knowledge to help
many companies develop their service culture and strategic. Years of experience made her consultations, seminars
and training classes inspiring, life and applicable to her clients.
She is a founder of Lentera Consulting a company which focusing their efforts to help other companies to excel
their excellence in service through consulting, training, research and many other activities.
She was a writer of famous service book Secangkir Kopi Untuk Sahabat Customer that published by Kompas
Gramedia and been used by many companies as a must have book to their employees. The book became
National Best Seller in within one month and reprinted as it huge demand. Her second book, Simple leadership
DNA, which she wrote with Suhartono, President Director of FIF, is also a National Best Seller. In December 2011,
Gramedia published her third book Kencan 8:8. This year of 2013, she launched her fourth book Service
Flavours.

Cyltamia Irawan
CEO Lentera Consulting

In 2010 to 2012 Mia is a Seminar and Workshop Speaker for Wanita Wirausaha Femina which held in many big
cities around Indonesia to support Wanita Wirausahan Community all over Indonesia. Now she is contributing her
service knowledge and experience in Kompas Newspaper for Layanan Pelanggan which can be read monthly in
Kompass Klass every Friday.
Experience
Cyltamia has started her career when she was in university years as an announcer at Ardan Radio, Bandung. Soon
after she had finished her S1 degree, she joined Asuransi Astra Buana Company as a Product Development and
Communication Officer. She then joined Service Quality Center Indonesia ( SQCI) as a Trainer and Account
Manager. Few years later, she joined MarPlus&Co. as an Executive Assistant. Then she decided to have her own
team and build Lentera Consulting back in 2003. Her focus on Service and Communication area have helped her
get many experiences in helping clients from wide variety of business areas.
Education
University of Padjadjaran, Bandung - Economic Faculty - 1990 - 1995
miairawan

cyltamiairawan

cyltamia@lenteraconsulting.com

20