Communication & Interpersonal Skills

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Effective Technical Communication And Writing Skills , .

Introduction

Good writing skills enable one to respond effectively and confidently. Businesses recognize that the writing skills of employees at all levels affect the success or failure of the company. Thus, it is important that every written or electronic communication presents a favorable image of the writer and the company to the reader. This course develops those skills required for both technical and non-technical personnel to enhance their report writing skills and make them confident writers.

Objective

Upon completion of this programme, the participants will be able to :

  • Review Writing Process
  • Ability To Use Simple And Correct Language To Get Your Message Across.
  • Use Visuals Displays To Simplify Difficult Ideas.
  • Write As Well As Edit Your Writing.
  • Write With Confidence And Move Progressively In Your Report.
  • Define The Report Objective And Plan Out Its Structure.
  • Understand The Need For Proper Structure.
  • Understand Correct Technical Sentence Structure.
  • Understand The Correct Use Of Tone And Tense.
  • Analyze Data And Drawing Meaningful Conclusion.
  • Understand The Importance When Communicate Conclusions And Recommendations Clearly.
  • Use A Clarity Measurement tool.

Who Should Attend

This program is suitable for technical and non-technical personnel

Methodology

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities

Module

  • OBJECTIVES FOR EFFECTIVE WRITING
  • ERRORS IN COMMUNICATION
  • SIMPLIFYING YOUR WRITING (FORMAT)
  • EXERCISES TO ENHANCE EFFECTIVE WRITING SKILLS
  • ENSURING STEPS ON PRINCIPLES OF CLEAR WRITING ARE FOLLOWED
  • CHANGING TO SKILLS REQUIRED IN TECHNICAL & ENGINEERING WRITING
  • EFFECTIVE WRITING REPORT MEASUREMENT
  • PRACTICAL TIPS ON ORGANIZING AND WRITING THE REPORT – STRUCTURE
  • ARRANGEMENT STRATEGIES AND DOCUMENT DESIGN LAYOUT
  • EXERCISES FOR EFFECTIVE TECHNICAL REPORT WRITING – VISUAL DISPLAYS
  • VISUAL DISPLAY IN REPORT WRITING
  • MAKING YOUR REPORT LOOK PROFESSIONAL
  • EXERCISES FOR EFFECTIVE REPORT WRITING
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Effective Technical Writing , .
 Effective-Technical-Writing-hrdf-trainings

Introduction:

“The source of bad writing is the desire to be something more than a person of sense – the straining to be thought a genius. If people would only say what they have to say in plain terms, how much more eloquent they would be.” – Samuel Taylor Coleridge

There are no special kinds of writing. You have to look at it this way. There is only one English Language, and the principles for using it effectively are the same, regardless the subject. In that sense, there are no special kinds of writing. If the subject is technical, it is technical writing. If the subject is financial, it is financial writing. There is just good or bad writing.

How Will You Benefit

To help participants to:-

  • Clarity, Speed, and Image
  • Write more clearly – so your reader cannot possibly misunderstand your message
  • Write faster – without wasting time fumbling over false starts and rewrites
  • Present your valuable ideas in way that pleases the reader

Who Should Attend

This course is suitable for engineers and technical personnel.

Methodology

This stimulating program will maximize understanding and learning through guided learning, open discussion, questions and review of your writing.

Module

  • WHAT IS THE MAJOR PROBLEM IN MOST WRITINGS?
    • Over-Complicated Or Academic Style
    • Speed (Take Far Too Long To Compose)
    • Why People Write In Such Awful Ways?
    • How to Improve?
  • SIX PRINCIPLES OF CLEAR WRITING
    • Prefer Clear, Familiar Words
      • Think About The Purpose Of Vocabulary
      • Small Words Are Usually More Precise
      • Attitude Towards Choice Of Words
    • Keep Most Sentences Short And Simple
      • General Writers Average Between 15 To 20 Words
      • Technical Writers Average Between Mid-20 To Mid-30 Words
      • Tool: The Meat Cleaver Technique To Chop Your Long- Winded Sentence
      • Long Sentences May Bury Ideas
    • Review Questions & Exercises
    • Prefer Active Voice Verbs; Avoid Passives
      • The Subject Performs The Action And The Object Receives It
      • The Passive Is Not Always Wrong
      • Caution: ‘Passive’ And ‘Past’ Are Not The Same
      • Passives Are Easy To Recognize
    • Get People Into Your Writing
      • Write To Your Reader
      • What Is The Purpose?
      • What End Results You Want To Achieve?
    • Use a Conversational Style
      • Not to write in slang but plain simple English
      • Gather All Your Information Before You Start Writing
  • THE THREE TABOO
    • Taboo 1: You May Not Begin Sentences With ‘And’ or But’.
      • Yes, You May, and Here Is WHY
    • Taboo 2: You May Not End Sentences with Prepositions
      • Yes, You May, and Here Is WHY
    • Taboo 3: You May Not Repeat Words
      • Good Writing Reads Naturally – You May Repeat First Choice Words
      • Avoid Too Much Repetition
  • HOW IMPORTANT IS BREVITY
    • Brevity Is Desirable, But Clarity Is More Important
    • Review Questions and Answers Session
    • Exercises
  • THE INVERTED PYRAMID STRUCTURE
    • Used For Expository Writing
  • EFFECTIVE FORMAT FOR FORMAL REPORTS
    • Eight Basic Sections
      • Order In Which Reader Reads Them
      • Order In Which You Must Write Them
  • CHECKLIST FOR ORGANIZING
    • 4-Questions In Checklist For Reports
    • Review Questions and Answers Session
    • Exercises
  • THE A-B-C EXPERIMENT
    • The Human Brain
  • HOW TO OUTLINE: SENSE AND NONSENSE
    • 2 Simple Rules To Help You To Outline
    • Exercise: Outlining and a False Start
  • WRITING MECHANICS: HEADINGS
    • Readers Love Them
  • PARAGRAPH STRUCTURING
    • Building Blocks In Reader’s Logic
    • Headings and Paragraph Breaks
  • WHERE SHOULD GRAPHICS GO?
    • Graphs, Charts, Tables, Drawings, Photographs: Where Do You Position Them?
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Enhancing Your Presentation Skills , .
 Enhancing-Your-Presentation-Skills-hrdf-trainings

How Will You Benefit

At the end of the training program, participants will be able to:

  • Identify the 3 segments of an applied business presentation-Select, Structure, Sell
  • Identify the requirements of each segment
  • Tailor the total presentation to achieve your intended goal

Who Should Attend

This program is suitable for Managers, Section Heads, Engineers, Supervisors, and Line Leaders. Personnel from production, quality control/assurance and engineering. Level for Managers and above.

Methodology

This stimulating program will maximize the understanding and learning through lecture, discussion, case studies and practical activities.

Module

  • APPLY INVERTED PYRAMID APPROACH
  • DESIGNING PRESENTATION FLOW
  • PRESENTATION EXERCISE-DELIVERY OF KEY MESSAGE
  • WORD USAGE
  • VOICE USAGE
  • BODY LANGUAGE
  • FLOOR MANAGEMENT
  • VISUAL AIDS
  • DEBRIEF OF PRESENTATION BY FACILITATOR & GROUP
  • QUESTION TIME
  • DEBRIEF OF PRESENTATION BY FACILITATOR & GROUP
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Handling Customer Complaints Positively .
handling-customer-complaints-positively-hrdf-trainings

Introduction:

To identify why customers become ‘difficult’ and the consequences faced by the organization as a result. This two day interactive course will show delegates how to handle difficult situations with greater confidence and skill enabling them to turn it into a long term customer relationship.

How Will You Benefit

Upon completion of this program, participants will be able to:

  • Develop skills in handling challenging customer service situations and difficult customers
  • Increase levels of confidence when dealing with difficult situations
  • How to deal with unacceptable behavior
  • How to address difficult customer situations assertively
  • Learn how to communicate calmly and professionally under pressure
  • Learning to compromise
  • Build a personal toolkit of tips and techniques

Who Should Attend

This program is suitable for Account Managers & Representatives, Customer service representatives (CSRs), Call center personnel, Front / Help desk personnel, Tellers and Business Professionals

Methodology

Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions. This course is highly interactive and uses diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions, and videos) to accommodate different learning styles.

Module

  • SHARING DIFFICULT CUSTOMER SITUATIONS
    • Icebreaker
    • Building a foundation for – Case study & group presentations
    • Understanding your customers complaints – Case study
    • Uncovering customer expectations – Group exercises
  • IDENTIFYING AREAS THAT CAN GO WRONG BETWEEN CUSTOMER RELATIONSHIPS
    • Moments of Truth
    • Service Cycle
    • Appreciate how delivering excellent customer service reduces your personal stress at work
  • MANAGING DIFFERENT CUSTOMER TYPES
    • Understanding 7 different customer type
    • Prepare yourself to handle the different customers types by knowing how and where they get their expectations
    • Communicating calmly and confidently under pressure and conveying your message in a professional manner
  • DIFFERENT COMMUNICATION CHANNELS AND THEIR EFFECT – TELEPHONE & FACE-TO-FACE
    • Avoiding the most common telephone mistakes
    • Establishing Rapport- Role Play
    • What works in Face to Face Communication
    • Using a positive tone
  • HANDING COMPLAINTS USING THE ASAP TECHNIQUE
    • Being on the ‘Firing Line’ – The ASAP Technique
    • Learn to recognize warning signs
    • Deal more confidently with conflict situations
    • Emotional Triggers of conflict
    • Deal more confidently with upset customers
    • Asking pertinent questions and gathering the facts
    • Ensuring the Customer Feels Listened To
    • Role Plays
  • SERVICE RECOVERY
    • Understanding Service Recovery
    • Brainstorming
    • Putting it into Practice
  • MANAGING STRESS
    • Isolating the probable problem source
    • Knowing when to escalate
    • Taking corrective and preventive action
    • Managing your stress and reactions
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Handling Escalation and Managing Difficult Customers .

 BENEFITS

Upon completion of this program, participants will be able to:

  • Improve their customer service skills
  • Use some of the techniques to achieve excellence in customer service
  • Work on improving their relationships with other employees
  • Understand their customer needs and expectations
  • Understand effective ways to handle customers complaints
  • Improve their problems solving skills
  • Understand their important roles they play in their respective organizations

AUDIENCE

This program is suitable for Executives, Senior Executives, Assistant managers, Managers, Trainers, Lecturers, Students and everyone who has a stake in the organization’s teamwork

  • Level for Executives and above

METHODOLOGY

The method of learning would include Interactive, Dynamic Presentations, and Group Activities, Sample data /tools and Business games /simulators

Module

  • CUSTOMER SERVICE PHILOSOPHY
    • Three Great Ways To Satisfy Customers
    • Who Does It Involve
    • The Great Poem Of Customer Service
  • UNDERSTANDING CUSTOMER NEEDS & EXPECTATION
    • Who Are Your Customers
    • The Customer – Supplier Chain In Your Organization
    • How Do You Rate Your Current Customer – Supplier Relationship
  • ASSESSING THE CUSTOMER’S BEHAVIOR TRIGGERS
    • What Actually Make Customers Behave The Way They Do
    • 12 Important Needs That Motivate Customers
    • 3 Golden Techniques To Gauge These Customer Needs
  • HANDLING CUSTOMERS ON THE PHONE
    • Positive Versus Negative Elements
    • Building Goodwill And Trust
    • The 4 Step Formula Of Telling The Simple Truth
  • THE PSYCHOLOGY OF COMPLAINTS AND ANGER
    • What Research Has Proven On Complaining Customers
    • The Complaining And Whining Caller
    • 5 Types Of Typical Complaints Calls
  • HANDLING OF COMPLAINTS & TICKET /CASE MANAGEMENT
    • 6 Steps To Control A Complain
    • Dealing With Difficult Situations
    • 8 Rules To Avoid Customer Service Errors
    • Escalation Process Through Ticket System
    • How To Stop The Abusive Caller
  • CALMING YOURSELF AND THE CUSTOMER
    • 5 Steps To Calm Yourself And The Customer
    • 5 Forbidden Points When Attending To A Complaint
  • PROBLEM SOLVING SKILLS
    • Simple Problems Solving Techniques
    • Stimulating The Mind To Be Creative In Solving Problems On The Spot
  • SELF ASSESSMENT ON CUSTOMER SERVICE
    • How Well Do You Know Your Organization
    • How Well Do You Know Your Role As A Customer Service Provider
  • END
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High Impact Business Presentation Skills , .
 High-Impact-Business-Presentation-Skills-hrdf-trainings

Introduction:

Anyone can be called upon to present an idea, a recommendation, a proposal or simply to speak and communicate at anytime. When this happens, a great percentage of them FAIL to do justice to the substance they have. Their personal competencies are undermined by their inability to speak with Impact

Regardless of an executive’s level or expertise in an organization, oral presentations are an essential element of every business professional today. Such presentations can be as simple as an informal talk to colleagues or as daunting as an elaborate presentation in front of hundreds of people.

It is sad to note that executives spend years developing knowledge and skills on their technical expertise and yet spend almost no effort studying how to communicate them effectively. Brilliance, without the capability to communicate or present it, is worth little in an organization. Therefore, the purpose of this programme is to help executives to develop more effective presentation skills

Speak with Impact is an advanced level presentation skills programme that requires participant to have some prior speaking experience

‘All the things you have to say remain unsaid or unimpressive if you cannot Speak with ImPact’

How Will You Benefit

Upon completion of this programme, the participants will be able to :

  • To develop impact and overcome nervousness when presenting
  • To be able prepare and deliver an effective presentation
  • To develop one’s evaluation skills and as a result, improve one’s own presentation and be able to evaluate presentations delivered by others
  • To understand the listeners’ viewpoint
  • To be able to handle question-and-answer sessions more effectively
  • To be able to prepare and use audio visual aids effectively
  • To be able to deliver powerful presentations that will move your audience to action

Who Should Attend

  • This program is suitable for Executives, Supervisors, Head of Departments, Team Leaders and other professionals who would like to enhance their communication and presentation skills
  • Level for Executive and above

Methodology

The Speak with Impact Programme uses accelerated learning methods to speed up the learning process. As the focus is on skill training, the approach of the programme will be a practical one that employs the following :

  • Short Lectures
  • Participants’ presentation can be video-recorded and played back for Critique
  • Assignments and acctivities

Module

  • A PERSPECTIVE ON PRESENTATION
  • PREPARING FOR YOUR PRESENTATION
  • THE OPENING
  • PROVING CLARITY TO YOUR MESSAGE
  • STRUCTURING A PRESENTATION
  • GETTING BUTTERFLIES TO FLY IN FORMATION
  • SPICING UP YOUR PRESENTATION
  • THE FINE ART OF DEALING WITH QUESTIONS
  • ORGANIZING THE ENVIRONMENT FOR MAXIMUM IMPACT
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High Impact Communication Skills – Connect And Engage With Influence Using Effective NLP Skills , .
 High-Impact-Communication-Skills-Connect-And-Engage-With-Influence-Using-Effective-NLP-Skills-hrdf-trainings

Introduction:

The bigger picture of the branding of a company lies in how the employee communicate and relay the message to their customers in the service environment. A successful communication will bring about accomplishment, whereas communication breakdown does just the opposite. Therefore, it is essential that we posses good communication skills to go about our daily lives and human interactions without any disruptions that might hinder our performance, competence and success in our business and social life.

NLP is the solution where it will provide an edge in how the employee can communication effectively as a proven weapon and can make a dramatic difference in how a conversation can be made on a daily basis. NLP can make a changes in how you can connect and engage with people of different personalities in any given situation.

In NLP there are many different processes and techniques that you can use that will allow people to become more responsive. With the right communication tools and the understanding of body language, and decoding the message of every words a person is sending, we will be able to talk our way through as well as building one’s self esteem and confident.

This intensive NLP communication skills training program is designed to improve our basic communication skills and train us to be a good communicator using fool-proof techniques and winning communicative skills that were tested and proven over time. With it, communication will be a breeze and success is never out of reach.

How Will You Benefit

With this programme participants will be able to conduct the following objectives:

  • To have a clear understanding of what a good communication skills like and how they can improve their abilities by identifying their individual communication strengths and challenges
  • Learn the effective ways in handling objection and gaining the “yes” from others
  • Create a win-win situation by applying human relationship principles when dealing with customers, staff, colleagues and supervisors.
  • Learn the effective ways in developing the rapport with others and engage with the people around them effectively.

Who Should Attend

This program is designed for the employees from variety industries across different level for non-executive and executive level, managerial, all the way to higher level management level.

Methodology

This conventional seminar is structured to be lively and interesting as we learn the best in moments of enjoyment. It also flows with the participants’ needs and wants. The training methods we apply in our program are such as using the video clips, role-plays, demonstrations, games as well as lecturing.

Module

  • THE POWER OF ENGAGE AND CONNECT
  • DEALING WITH OBJECTIONS AND CONFLICTS
  • COMMUNICATION ESSENTIAL
  • BE THE MASTER OF BODY LANGUAGE
  • RELATIONSHIP BUILDING
  • WORDS POWER – THE RIGHT WORDS, THE RIGHT OUTCOME
  • CREATING THE WINNING BEHAVIOR IN THE BUSINESS PLACE
  • THE LAWS OF EVERGREEN EMPLOYEE
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High Impact Presentation Skills , .
 High-Impact-Presentation-Skills-hrdf-trainings

Introduction:

Anyone can give a presentation but not everyone can give a High Impact Presentation! Many of us do not like to speak in front of people yet there are times when we are asked to get up and say a few words about someone or a topic when we have not planned on saying anything at all.

This 3-day interactive workshop will help participants overcome nervousness, fear, and stage fright, get rid of the butterflies, stop the shaky hands, and eliminate the sweaty palms. This workshop will help participants feel as comfortable presenting to a group as you are talking to a friend in the office including how to organize your ideas—from introduction to closing, ways to maximize the latest technologies to develop professional-caliber presentations as well as how to incorporate gestures that reinforce your message.

How Will You Benefit

Participants will learn:

  • Speak with more confidence
  • To understand and win over an audience
  • To prepare speeches and presentations tailored to a specific audience
  • To develop a dynamic and interesting delivery style
  • The biggest mistakes a public speaker makes
  • The most important aspects of public speaking
  • How to adapt a speech to a given time frame or environment
  • How to use humor and anecdotes to your advantage
  • How to persuade
  • How to be memorable
  • How to deal with hostile questions

Who Should Attend

  • This course is suitable for contractors, consultants, technical personnel, engineers, sales professionals, medical detailers, trainers, product presenters, heads of departments, marketing specialists, executives, managers, secretaries and all those involve in the distribution and sharing of company information.
  • Level for Heads of Department and above.

Methodology

This stimulating program will maximize understanding and learning through facilitation, group discussions, interactive activities, presentation / practical and video recording of participants: 5 minutes Presentation.

Module

  • GETTING STARTED
    • Giving a Presentation or Speech
      • Find Out What You Need To Know
        • Organizing your Presentation
    • Developing your Presentation
      • Selecting the right material
      • Starting and Ending your Speech
    • Delivering your Presentation
      • Overcoming Stage Fright
      • Talking with your Body
      • Handling Audience
    • Preparing for Speech Situations
      • Speaking on the spot
    • Getting Ready To Present
      • Making Important Preparations
        • Figuring out what you want to speak
        • Setting specific goals
      • Analyzing your Audiences
        • Discovering demographics
        • Discovering what the audience is thinking
      • Relating to your audiences
        • Putting yourself in the shoes of your audiences
    • Organizing Your Presentation
      • Selecting materials
      • Creating your outlines
        • Deciding the number of points
      • Timing
        • Setting the length of your speech
  • PREPARING YOUR PRESENTATION OR SPEECH
    • Building The Content Of Your Presentation
      • Making an impact with quotations
      • Mastering the art of story telling
    • Getting Off on the Right Foot
      • Discovering What the Introductions Must Do
      • Creating the Prefect Introductions
        • Answering audience questions
        • Using greetings and acknowledgements
        • Writing out your Introduction
        • Avoiding common mistake
    • Finishing on a High Note
      • Making Your Conclusion work
      • Creating the Prefect Conclusion
        • Making the last word memorable
      • Wrapping It Up in Style
        • Using quotations
        • Asking a question
        • Telling a Story
  • MAKING YOUR PRESENTATION OR SPEECH (MAKING SENSE OF YOUR PRESENTATION)
    • Editing your Presentation
      • Read your Presentation loud
      • Keeping the language simple
      • Avoiding long sentences
    • Getting the Words Right
      • Honing your Tone and Style
      • Choosing the right word
    • Developing Great visuals
      • Using Charts and Graphs
      • Making use of PowerPoint and LCD projectors
      • Flipping the Flipcharts
        • Creating Great Video
      • Making the Impact with Multimedia
      • Handouts
  • DELIVERING YOUR PRESENTATION OR SPEECH
    • Overcoming Nerves
    • Changing your perception
    • Prevention and Handling Nervousness
      • Writing out your Intro and
      • Conclusion
      • Arriving early
      • Practice makes perfect
    • Understanding Body Language
      • Sending a message with facial
        • Expressions
        • Punctuating your presentation With posture
        • Giving right messages with a gesture
        • Making Eye Contacts
        • Dressing to Impress
        • Getting the right image
        • Dressing for informal meetings
        • Mastering physical
      • Positioning Movements
        • Managing entrances and exits
        • Moving around
        • Getting into Power positions
        • Working from the Podium
    • Handling Questions
      • Answering questions at the end
        • Don’t let a few dominate
        • Listen to the question
      • Using Question – Handling Techniques
        • Reversing the question
        • Redirecting the question
        • Rephrasing the question
    • Handling the Audiences
      • Reading the Audience’s Reactions
        • Checking the energy level
        • Noticing body language
    • Finishing on a High Note
      • Making Your Conclusion work
      • Creating the Prefect Conclusion
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Improving Staff Skills in Serving Customer for Hotel Industries , .
 Improving-Staff-Skills-in-Serving-Customer-for-Hotel-Industries-hrdf-trainings

Introduction:

Product innovation and state-of-the-art facilities has made it possible for organisations to produce similar product offerings to customers. What is going to differentiate one hotel to the next? It is the superiority of its service to customers. A regular organisation does offer customer service but most at a basic level that just gets the organisation by. Often customers do not feel the “personal touch” they yearn for from the call in they make or from the face-to-face experience they are subjected to at the hotel. This program is designed for organisation that already has a basic level of customer serve offered but interested in taking it up a several notches to making a lasting impression in the minds of customers.

How Will You Benefit

At the end of the training program, participants will be able to:

  • Distinguish between Customer Service & Excellent Customer Service
  • Better understand the evolution of customers from the perspective of “Hierarchy of Needs”
  • Learn what is the 5 elements of Excellent Customer Service
  • Learn the steps to handle complaints successfully
  • Manage & Communicate with Difficult Customers

Who Should Attend

Front line hotel service staff

Methodology

Interactive Lecture in dual language – English & BM, Discussions, Role Plays, Videos & Games

Module

  • SPOT THE DIFFERENCE – CUSTOMER SERVICE VS. EXCELLENT CUSTOMER SERVICE
  • EVOLUTION OF CUSTOMERS – HIERARCHY OF NEEDS
  • 5 ELEMENTS OF EXCELLENT CUSTOMER SERVICE
  • COMPLAINTS HANDLING FLOW
  • VERBAL & NON-VERBAL SIGNS TO LOOK OUT FOR
  • HANDLING DIFFERENT TYPE OF DIFFICULT CUSTOMERS
  • COMMUNICATING IN DIFFICULT CUSTOMER SITUATIONS
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Improving Staff Skills In Serving Customers , .
 Improving-Staff-Skills-In-Serving-Customers-hrdf-trainings

Introduction:

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work – he is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him.” – Mahatma Gandhi

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services and where to go. In a buyer’s market, customers call the shots. To make you and your organization the preferred choice is to give your customers excellent customer service. Hence Customer Service is the number 1 priority for any business.

The people who are constantly portraying the organization’s image and professionalism are the frontlines, who commit their entire day to serving and satisfying various type of customers. They are the first and most often the most critical contact point in creating satisfaction and loyalty. It is imperative that they be equipped with the necessary skills to meet, exceed and even ‘WOW’ our customers.

How Will You Benefit

At the end of the training program, participants will be able to:

  • Accept responsibility to provide customer service in a courteous manner all the time
  • Practice skills of customer service in a professional and positive manner
  • Identify personal habits and behaviors that impede projection of a professional image
  • Interpret visual language of others to determine how best to communicate with them effectively
  • Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients

Who Should Attend

  • This programme is specially tailored for Executive, Officers, Receptionist, Administrators, Assistant Managers, Managers and any staff who have to deal with customers / clients
  • Level for Officers and above

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations / role plays of real life experiences, sharing of best practices and discussions

Module

  • IDENTIFYING THE ATTRIBUTES AND RESPONSIBILITIES OF A SERVICE PROFESSIONAL
  • THE ART AND HEART OF CUSTOMER SERVICE
  • THE VALUE OF A CUSTOMER
  • UNDERSTANDING YOUR CUSTOMERS
  • EFFECTIVE COMMUNICATION SKILLS – FACE TO FACE
  • EFFECTIVE COMMUNICATION SKILLS – TELEPHONE COURTESY
  • HANDLING DIFFICULT AND DIFFERENT TYPES OF CUSTOMERS
  • BEYOND THE MOMENT: PLANS FOR TOMORROW

 

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Influential Communication Programme , .
 Influential-Communication-Programme-HRDF-Trainings

Introduction:

How you are as a person affect your communication skill?

How to avoid miscommunication that causes costly mistakes?

You thought you were clear in your words and yet people do not get you right!

By identifying the fundamental patterns in the way our brain genetically processes the world around us, we overcome misunderstanding, conflict, and wastage of individual and group potential. Awareness of these “Brain Communication” processes gives us the means to maximize our natural gifts and use them to develop “software” for our brain to achieve greater competence across many disciplines, in particular communication skills.

Participants will get to do the Colored Brain Communication Psychometric Profiling tool to uncover the genetic processing style of your brain. The purpose is to understand yourself at a deeper level and unleash greater potential in you.

How Will You Benefit

At the end of the training program, participants will be able to:

  • Acquire a deeper understanding and awareness of communication skills, processes and concepts.
  • Communicate effectively with people of all types as a result of discovering personal brain profile.
  • Develop self-confidence and enhance self-esteem in dealing with people.
  • Gain psychological understanding to influence at the subconscious level
  • Develop capabilities to overcome misunderstandings and minimize conflicts through understanding the brain’s genetic processes.

Who Should Attend

Managers, service professionals, executives, front liners, instructors, facilitators or anyone who want to develop influential communication skills

Methodology

Colored Brain was developed by Directive Communication (DC) Founder, a renowned speaker / trainer and best-selling author, Arthur F. Carmazzi. The DC methodology is a psychology foundation that affects efficiency across any discipline within an organization. It identifies how workforces can tap into and harness the power of their environment and maintain innovation and cooperation.

This results-based course will be challenging, thought provoking, informational and inspiring. Participants will use a variety of learning tools, games, real life scenarios and open learning.

PROPRIETARY TRAINING TOOLS (separate charges) @ RM110.00 per pax:

  • Colored Brain Communication Cards
  • Colored Brain Communication Psychometric Profiling Tool
  • Colored Glasses

Module

  • FUNDAMENTALS OF COMMUNICATION
  • THE COLORED BRAIN COMMUNICATION
  • UNDERSTANDING THE COMMUNICATION PROCESS
  • COMMUNICATION SKILLS DEVELOPMENT
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35%OFF
Intermediate English Communication .

Introduction

This program introduces to English verbal communication, written and reading. The participants will take away a wealth of knowledge for a business and social environment.

Benefits

Upon completion of this program, participants will be able to:

  • Demonstrate cognitive and language proficiency for an effective daily business environment.
  • Present information in an organized, structured way so as to achieve a specific objective
  • Basic pronunciation and grammatical accuracy

AUDIENCE

All levels of staffs communicating in intermediate English. However, the program can cater to learners with basic command of English with longer duration of complete immersion of English communication.

METHODOLOGY

Participative and practical – Emphasising learning through experience, both from structured activities: role-plays, group exercises, video screening, case studies, and exploratory discussions.

Module

  • PARTS OF SPEECH
    • Introduction
    • Refresher On Eight Parts Of Speech
  • CLEAR COMMUNICATION
    • Refresher On Eight Types Of Nouns
    • Proper Sentence Structure And Common Spelling Mistakes
  • VOCABULARY QUEST
    • Identifying 250 Core Words For Basic English Communication And Work Towards Using English With Confidence
    • Increase Vocabulary Through Word Quest
  • REPORTING WITH ENGLISH
    • Express Ideas With Confidence And Clarity, Supporting Persuasive And Logical Arguments
    • Knowing The 5Ws And 1H, To Get The Right Answers.
  • END
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