EXCELLENT INTERPERSONAL SKILLS FOR WORK EXCELLENCE & HARMONY ( 2 DAYS)
By Ms. Carol Chiam
6 & 7 November 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction:

Interpersonal skills are vital for work excellence and harmony.

The above skills help to make our work tasks easier and enhance our awareness of others working around us.

We learn to accept and tolerate our customers and staff through effective interpersonal skills. Effective interpersonal skills help to create better understanding of people around us at work and business.

A better environment,free of conflicts and misunderstandings among staff and with less complaints from customers is what every employee desires

Every employee requires these skills for work excellence and harmony

We are not born with interpersonal skills. Interpersonal skills can be acquired through trainings. These skills are no longer our options but must have abilities to face the many challenges at work and business.

This is a good course for executives and managers to acquire the essential skills in getting along with people and building strong relationship,especially with customers and staff

Course Objectives:
  • To create a harmonious environment to work
  • To reduce misunderstandings with customers and staff
  • To develop better relationships with customers and staff
  • To achieve company's goals and objectives with less obstacles
Course Benefits:
  • Ability to understand and accept different personalities at work and business
  • Raise confidence level in dealing with customers and staff
  • Improve relationship with customers and staff
  • Can get along well with people working with us
  • Achieve company’s goals and objectives with less hindrance
Who Should Attend:

Executives and Managers with passion to work harmoniously and building good relationship with customers and staff

Level of understanding : Intermediate

Methodology
  • Interactive lectures with role plays and activities
  • Full participation is required in this much energised training
  • There will be case studies for discussion
  • Power point presentation with flip charts and white boards to make the training interesting
Duration

14 Hours, 2 Days.

Course Outlines :-
  1. IMPORTANCE OF INTERPERSONAL SKILLS
    • Creating a better working environment
    • Reducing conflicts at work
    • Handling complaints from customers confidently
    • Building better relationship with customers and staff
  2. LWHAT ARE INTERPERSONAL SKILLS?
    • People Skills
    • Ability To Manage Conflicts
    • Communication Skills
    • Empathy
  3. VERBAL COMMUNICATION
    • Positive words secure response
    • Make communication work for you
    • Use simple vocabulary for easy understanding
    • Verbal Nods
  4. NON VERBAL COMMUNICATION
    • Essence of that magic," smile"
    • Eye Contact in face to face encounter
    • Body Language to show sincerity
    • Non Verbal Cues
  5. OVERCOMING BARRIERS IN INTERPERSONAL COMMUNICATION
    • Silent Fears
    • Procrastination
    • Clarity
    • Initiativeness
    • Feeling Of Objection
  6. LISTENING POWER
    • Listening and not hearing
    • Attentive Listening To Customers and Staff
    • Ask, if not clear in unclear situation
  7. CLARIFYING
    • Analyse situation
    • Explain clearly
    • Ask,if not clear
  8. ANGER MANAGEMENT
    • Control emotions
    • Know your role
    • Emphasis on corporate interest
  9. EMPATHISE
    • Put yourself into other's shoes
    • Know that others may not accept your views
    • Be open to feedbacks
    • Accept that no one thinks alike
  10. ASSERTIVENESS
    • Express confidently
    • Self assuring
    • Assertive but not aggressive
  11. MANAGING STRESS
    • De Stress to stay strong and healthy
    • Less stress, less anger.
    • Learn to let go
    • Do not bottle feelings
  12. HOW YOU SAY MATTERS
    • Mindful of words used
    • Effect Of Voice & Tone
    • Be Courteous & Polite
Your Trainer

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).

She has with her more than 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction , Education , etc.

Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.

She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.

She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.

“Knowledge is no power but Application is“

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 1378 / pax
2 persons or more ~ RM 1272 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 5 working days prior to the event else 30% payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
1. Fax 03-6207 6727
       OR
3. Payment shall be made payable to SCIENTIA TRAINING SDN BHD
Contact Us:
Scientia Training Sdn. Bhd. (1001247-U)
SST No. B16-1902-32000126
Tel: 03 7732 0477     Fax: 03-6207 6727     
Info    019 335 1111     info@scientia.com.my
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Nonie    019 327 1111     nonie@scientia.com.my
Max    012 375 2003     max@scientia.com.my
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Ronny     012 223 6666     ronny@scientia.com.my
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