SOFT SKILLS

• FRONTLINE SERVICE

  Open

  A major concern for all service departments is the delivery of their promise for quality service as expected by their customer. Having a superior customer service personality and sounding professional in customer relations is of utmost importance to ensure customers satisfaction. This program is developed to assist participants do a better job of communicating with and winning the respect customers.

• EFFECTIVE TELEPHONE SKILLS IN CUSTOMER SERVICE

  Open

  Participants will learn hands-on skills in handling phone calls from customers, where they will be introduced to specific telephoning phrases, telephoning techniques to improve confidence when telephoning and telephoning practice exercises for use with his/her colleagues as well as with external callers.
  
  To make this program even more authentic, participants will encounter the first and foremost hurdle of dealing with telephone calls; that is not being able to see the person he/she is communicating with. This lack of visual communication often makes individuals, who can communicate quite successfully in other situations, nervous thereby hindering their communicative abilities.
  
  To consolidate the participant's communication skills, the program will also introduce the 3R's; Regret, Reason, Remedy, that will assist participants to deal with situations where he/she is unable to give a favourable answer to the caller. With the 3R's well-executed, the caller will respond more positively to such situations.

• CREATIVE PROBLEM SOLVING & DECISION MAKING

  Open

  It is inevitable that all of us face problems – at the personal level and at the organization level. Some are simple whilst some are complex. We can either choose to ignore these problems or confront them. This 2-day program will provide some of the time-tested problem solving and decision-making techniques that will help participants handle their problems effectively.

• DEALING WITH DIFFICULT CONVERSATIONS IN THE
  WORKPLACE

  Open

  Businesses around the world are increasingly frustrated at the prospects of having to create and sustain their market advantage and having to realize that far too often, it is their own workforce that seems to be their Achilles' heel in moving ahead. What makes most business models falter is often not the design of the system itself but the people behind the process.
  
  The best leaders today emphasize the holistic approach to handle communication issues and build high performing teams. It is the most effective way to leverage the strengths of the team and still manage the communication aspects effectively. You will learn new techniques while refining existing methods in dealing with difficult conversations, regardless of source.

• EFFECTIVE ANGER MANAGEMENT & CONFLICT RESOLUTION

  Open

  If you have ever lost your cool before, then you would know that words spoken and actions taken in haste usually lead to long-term, damaging results at work, in relationships and with self. Everyday, those moments of irrationality cost your business or organization a lot in terms of time, energy and money. Being able to effectively manage your anger and resolve conflicts effectively require you to be aware of your personal stress points; the very foundation for your automatic reaction that resides in your belief system.
  
  This unique 2-day, activity driven program teaches skills that boost personal productivity and relationship building through increased understanding and effective implementation of the anger management techniques and conflict resolution processes.

• EFFECTIVE COMPLAINT GRIEVANCE & DISPUTE HANDLING

  Open

  The objective of this program is to ensure that participants have a thorough understanding of conducting investigations, prosecutions of offenders, conducting the domestic inquiry and evaluating evidence adduced at the inquiry and arriving at the conclusions and findings or the guilt or otherwise of the delinquent employee.

• EFFECTIVE TIME MANAGEMENT SKILLS

  Open

  Today's management challenge demands leaders to "do more with less". To be effective, the leader is, first of all, expected to get the right things done. Effectiveness has little correlation with intelligence. While intelligence, imagination, and knowledge are essential resources, only effectiveness converts them into results.
  
  Effective time management is the ability to prioritize and do the first things first. While everyone has equal amount of time, effective leaders can enjoy more productive lifestyles. The key to personal productivity and effectiveness is to first gain control of the events happening around oneself. These important basic skills can be learnt by everyone in order to ensure a well-balanced and productive lifestyle. This training program explore teachings form experts in time management such as F. Ducker, Hyrum Smith, Stephen R. Covey, and many others. This program includes discussions, individual exercises, video, role play and group work to give participants the best opportunities for learning – and reinforce those learning into their lives.

• ENHANCING ANALYTICAL AND CREATIVE THINKING SKILLS

  Open

  The skills you'll learn in this program will help you solve complicated business problems.
  
  These techniques help you conduct a rigorous analysis of the problems you face, by helping you look at them in a structured and methodical way.
  
  As such, these skills give you a good starting point in business problem solving (and other problem solving situations), where other people would just feel helpless and intimidated by the situation.

• MINDSET CHANGE

  Open

  From increased productivity to improved performance, this program's target is to help clients make lasting, positive change – and find solutions to workplace challenges. The right mindset keeps the focus on what you want to achieve, with coaching, training and facilitation services designed to suit you. As the demands of the workplace increase, finding a good work-life balance can become more challenging. In addition to improving performance and productivity, having the right mindset support and help to make working life more rewarding.

• MIND MAPPING FOR CREATIVITY AND CREATIVE
  PROBLEM SOLVING

  Open

  Mind maps are the ideal tool for effectively accessing natural creativity and harnessing that creativity for effective problem solving. The main branches of the mind map can be used in a variety of ways to support thinking. The only limit to the ways in which mind maps can be used, is the imagination.
  
  Daily we are faced with numerous opportunities and problems in a fast changing environment at the workplace. We have to make decisions to sustain the organization and ourselves. The quality of decision-making depends largely on our ability to produce creative and innovative solutions. This program introduces participants to different creative thinking techniques; it also provides participants with the opportunity to practice these techniques.

• PROJECT MANAGEMENT

  Open

  If you have to complete work that involves priorities, complex and numerous tasks, deadlines, constant communication across organizational boundaries, limited resources and do all of this with little if any precedents or guidelines, then you could benefit from using Project Management techniques.
  
  Everyone is a Project Manager, but not everyone knows how to manage a project. Projects can vary in size and scope from a large petrochemical refinery to building a boat, upgrading the company's IT system, or developing a new product. People who have to carry out projects without training usually lack a practical method and a technique for getting the work done effectively and efficiently.

• RELATIONSHIP MANAGEMENT & NETWORKING

  Open

  Companies business prospects are often derailed by poor customer support because companies don't understand the frantic pace of Internet time. Procurement, fulfillment, and post-sale support can be severely crippled by poor communication channels. Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in a business environment.
  
  Managing relationships with customers and other stakeholders have become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest trends in business.
  
  This program will teach you how to select the right tools for improving the relationship with other stakeholders including customers, suppliers, public, competitors and government.

• RISK MANAGEMENT

  Open

  Effective risk management can make all the difference when it comes to delivering challenging and complex projects, and achieving business objectives. The level of risk in projects today is increasing and success crucially depends on developing an effective mindset, process and practice in relation to early risk assessment and creative risk strategies.
  
  This 2-day program will explore techniques and approaches in modern risk management, drawing on relevant cross-industry approaches.
  
  Throughout the program, the instructor explores how state-of-the-art concepts can be applied to risk management project. Using examples from actual projects, the course provides students with practical, ready-to-use approaches for risk planning, identifying and analyzing project risk issues, developing risk handling strategies, and monitoring progress in implementing risk handling strategies.
  
  To ensure a practical approach the program includes an interactive case study.  Exercises will explore risk discovery, analysis and response. The primary emphasis will be on early detection of risk and the application of effective risk strategies.  Exercises will be team based, and will involve people in risk negotiation and communication, in addition to analysis and risk strategy development.

• CUSTOMER SERVICE THROUGH EFFECTIVE CRM

  Open

  If Jackie Chan and Angelina Jolie walked into your workplace today, how would you behave? If you are like most people, you would drop whatever you were doing and approach them, smiling, ready and eager to serve them. If Maya Karin walked into your boutique, you would immediately show her the best and finest available in your shop. If Anuar Zain was on the phone asking questions, you would do whatever you could to get him his answers.
  
  What about the rest of your customers? Perhaps you may treat them exactly the same way. Or perhaps, that would not happen. In general, customer service has become an over-used corporate jargon and rarely lived up to.
  
  This intensive, hands-on, activity driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally.

• ENHANCING CUSTOMER SERVICES & CUSTOMER
  RELATIONSHIPS

  Open

  This program takes a practical approach in terms of enhancing skills that are imperative for Service professionals to perform their functions confidently in a stimulated and motivated environment. Our goal is to accomplish the final objective of increasing the level of customer satisfaction. The activities in this program are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are:
  
  • Involvement
  • Interaction
  • Personal Reflection
  • Fun!
  

• HANDLING DIFFICULT & DEMANDING CUSTOMERS

  Open

  As the business world becomes more competitive, customer expectations increase and become more sophisticated. It is important for every organization to increase customer loyalty, maintain a positive image and induce customers to speak highly of them to others. This can only be accomplished if all employees who deal with customers have a strong foundation in customer service. They should be able to handle not only normal, everyday customers, but also the more difficult and demanding ones.
  
  This program explores key areas of customer service and addresses present-day needs of those engaged in it.

• ENTREPRENEURSHIP

  Open

  Interested in starting, owning, and operating a business? The Entrepreneurship: Start-up and Business Owner Management Training Program gives you the knowledge you need. This program covers everything from financing to leadership. You'll learn the keys to business planning, communication skills, marketing, and management. If you've ever thought about owning your own business, this program can help make that dream come true!

• ISLAMIC TRAINING PROGRAMS

  Open

  We have a few Islamic-based programs:
  
  1) Harmonious Family Program / Kursus Keluarga Bahagia
  2) Qur'an Reading Program / Kursus Membaca Qur'an Dengan Tepat
  3) Prayer Program / Kursus Kemantapan Solat
  4) Deceased Arrangement Program / Kursus Pengurusan Jenazah
  5) Religious Animal Sacrifice Program / Kursus Penyembelihan dalam Islam
  

• NEURO-LINGUISTIC PROGRAMMING (NLP)

  Open

  Neuro-Linguistic Programming is an extremely powerful concept. It is said by many to contain the most accessible, positive and useful aspects of modern psychology, and so can be helpful in virtually every aspect of personal and inter-personal relations.
  
  A good communicator will attempt to understand this uniqueness and is able to interact with them well – being able to understand their expectations, strengths and weaknesses in communication. Knowing people's unique personalities is one of the keys to effective communication. This program will provide the awareness that different individuals need to be communicated with differently.
  
  This program focuses on personal actions as a vehicle of effective communication. People judge us based on what they observe, on our actions. Therefore it is imperative for us to manage our actions as this will help manage people's perception on us. What we show and share with people is the key to successful interaction – the big smile, the body language, the words we carefully choose to use, our attention at listening and other related skills.