http://events.scoopasia.com/ The year's calendar of public and private events. Click on categories to the right to drill down by industry. en fiona@asiaprwerkz.com Copyright 2012 2012-05-12T02:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_office_administrative_skills_and_duties12/ Stamford Road, near Dhoby Ghaut MRT Business
You are important to your organization's success and you are in a position to learn management tools, concepts, techniques to be more competent so that you can be effective and enhance your value and credibility to your organization. You can then rise above being what has been perceived as just being “professional” but to the next higher level of being “progressive and competent”.

Benefits
After the two-day workshop, participants will be able to:

-gain insight into the responsibilities of administrators
-value your role in your organization and experience greater job satisfaction
-analyse planning and organising skills to achieve tasks
-develop office procedures for efficiency and effectiveness
-develop office procedures, critical thinking abilities and communication skills for -greater efficiency and effectiveness

Outline

Administrative Function
- the role and duties of an administrator
- make your choice: to be a professional or progressional administrator - staying proactive in a changing workplace

Management Function
- functions of the management process
- identify the level of administrator's position in the management team
- balance for people and task orientation skills
* task skills: planning, organizing, leading, controlling
* people skills: understanding yourself and others
* relationship management
* assertive skills

Managing the Office Function
- developing procedures
- organizing and processing mails efficiently
- dealing with visitors
- sourcing, negotiating and purchasing goods and services
- managing and controlling office stock
- handling petty cash, estimating costs and monitoring expenditures
- security and confidentiality
- workplace health and safety issues

Developing Your Critical Thinking Skills
- what is critical thinking skills?
- positive attitude for strong critical thinking: COOL technique
- characteristics of critical thinkers
- understanding the eight elements of thought
- three thinking strategy: the ORA rule

Improving Your Communication Skills
- communication process
- non-verbal communication
- listening skill
- giving and receiving criticism

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

Who Should Attend
Personal assistants, executive secretaries, administrators and administrative assistants who are working with senior and middle management.

Course Details
Course Date 11 & 12 Apr 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 20/11/2012

Fee Per Participant
S$481.50 (Early Bird)
S$545.70 (Normal)
S$438.70 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

SDF-Approved Yes

Trainer
Ms Katherine Chua

Testimonials

"I am now able to utilise the skills learnt to recognise my own ethical values and improvise it. Most importantly, I need to learn how to listen attentively."
- Ms Sarina Bte Shahari, Environmental Health Officer, National Environment Agency

"Through this course, I have learnt how to work with different people, engage in critical thinking, and am able to be more self-motivated, as well as flexible and more adaptive to changes."
- Ms Corliss Tan Siew Kee, Personal Assistant, ASE Singapore Pte Ltd

"I have learnt how to set SMART goals, and better plan, organise, and monitor my work."
- Ms Fitri Aisha Rashid, Personal Assistant, Global Millennium Holdings Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 11 December 2012 - 12 December 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148606 ]]> 2012-12-11T01:00:00+08:00 http://events.scoopasia.com/index.php/events/hospital_build_infrastructure_india_2012_exhibition_congress/ Bandra Kurla Complex, Mumbai Architecture & Construction
Date: 7 December 2012 - 9 December 2012

Venue: Bandra Kurla Complex, Mumbai

Country: India


Contact Person: Yeo Khee

Email: yeo.khee@iirx.com.sg

Tel: -

Registration Website: http://www.hospitalinfra-india.com/ ]]> 2012-12-07T02:00:00+08:00 http://events.scoopasia.com/index.php/events/understanding_employee_insurance_including_work_injury_and_compensation_act/ Stamford Road, near Dhoby Ghaut MRT Business
Understand what employee insurances are statutorily required and what are for corporate ideals.

Benefits
After the workshop, participants will be able to:

-understand what are the statutory employee insurance
-know the consequences of not following the law
-discover what are the common corporate employee insurance

Outline

Introduction to Employee Insurance
- definitions to Employee Insurance
- how it forms part of human capital management
- "statutory" vs "corporate" employee insurances

Statutory Employee Insurances
- the need to make it a law
- understand WICA (Work Injury and Compensation Act)
- understand the medical insurance coverage for foreign workers
* what type of insurance
* what is the amount

Corporate Employee Insurances
- why do we need them if we already have statutory employee insurances
- know what are the corporate insurances commonly provided

Review of Samples of Insurance
- policy schedules
- policy details

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, exercises, and group discussions.

Who Should Attend
HR practitioners, line managers, executives and supervisors who have to operate the Employment Act in the workplace.

Course Details
Course Date 25 May 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 3/5/2012

Fee Per Participant
S$288.90 (Early Bird)
S$331.70 (Normal)
S$256.80 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

SDF-Approved Yes

Trainer
Mr Gerard Chan

Testimonials
“I now understand more details about the Requirements of Employee Insurance. The concepts and skills will be useful for protecting and covering staff in loss or injury especially at work.”
- Ms Celine Ong Ser Ling, Assistant Manager, “K” Line Ship Management (S) Pte Ltd

“I have gained a wider and more in-depth knowledge of the coverage in the Act, and will be able to apply the concepts back at work.”
- Ms Rachel Goh Lian Hua, Assistant Admin Manager, Nissho Odyssey Ship Management Pte Ltd

“The concepts and skills learnt will be helpful, especially in scenarios of accidents in work areas, where we will now know how to handle.”
- Ms Cheryl Neo, HR/Office Administrator, Energy Alloys Pte Ltd

Participants will receive a Certificate of Attendance upon course completion

Date: 7 December 2012 - 7 December 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148403 ]]> 2012-12-07T01:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_email_writing5/ Stamford Road, near Dhoby Ghaut MRT Business
This one-day workshop will help participants enhance organizational efficiency by writing clear, concise and courteous emails in a professional manner. It covers strategies and techniques that email writers can use to improve the readability of their messages and to communicate meaning effectively and quickly.

Benefits
After the two-day workshop, participants will be able to:

-write clear, concise and courteous emails in a professional way
-use appropriate tone and language to communicate meaning effectively
-present information in a reader-centric manner

Outline

Common Problems in Email Writing

Formatting Workplace Email
- salutations and closings
- email signature

Getting Readers' Attention
- subject line
- distribution lists

Organizing Contents
- writing plans for different purposes
- listing, sub-headings and tables

Use Correct Language and Appropriate Tone
- formal and informal language
- plain English
- rapport building
- positive words
- concise messages
- active and passive voice

Email Etiquette Review

Methodology
Participants are guided through practical steps of the topic with a combination of lectures and group discussions.

Who Should Attend
Executives and administrators who in the course of his or her work need to correspond through emails.

Course Details
Course Date 7 Dec 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 15/11/2012

Fee Per Participant
S$310.30 (Early Bird)
S$353.10 (Normal)
S$278.20 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

SDF-Approved Yes

Trainer
Ms Audrey Lai

Testimonials

"I have understood more on the do's and don'ts of email writing and email etiquette. The concepts and skills learnt will greatly help me to write and project a better image of myself and my company."
- Ms Mudakirana Bte Mohamad, Senior Sales Executive, Megawatts Engineering Services P/L

"I am now able to spot the mistakes I have made when writing emails. I am more aware of the proper layout or writing and can correct the mistakes I have previously made. The concepts learnt can be used to assist in changing email templates."
- Ms Clarissa Khor Qi En, Marketing Administrative Officer, Ascensia Academy Pte Ltd

"The trainer is very effective, clear and precise to the subject matter, and has a variety of experiences."
- Mr Mohajit Singh Chatrath, Coordinator, Adhoc Services, Encompass Digital Media

Participants will receive a Certificate of Attendance upon course completion.

Date: 7 December 2012 - 7 December 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148667 ]]> 2012-12-07T01:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_minutes_writing5/ Stamford Road, near Dhoby Ghaut MRT Business
Many of us may have been asked to take minutes of meeting although we may not be the meeting secretary. The task of minutes writing is no longer reserved for secretaries or personal assistants only. Any person who attends a meeting may be asked to take up this important task.

As minutes provide an official record of what has taken place during the meeting, you must be very accurate and clear. You need to know how much to take down during a meeting and how to write them correctly; you also need to be able to choose the appropriate type of minutes recording styles suitable for its purpose. You also need to know how to phrase what has been spoken so that it represents the tone accurately and politically acceptable.

This course will equip you with these essential skills and techniques through lectures, examples, group discussions and practice sessions.

Benefits
After the two-day workshop, participants will be able to:

-have an overall understanding of how meetings are conducted
-learn the techniques for taking and summarizing notes of meetings
-practice writing notes of discussions and minutes of meetings clearly and concisely

Outline

Nature of Minutes
- purposes
- variations in meeting proceedings
- problems faced by minutes takers

The Importance of Minutes
- conciseness
- accuracy and completeness
- political acceptability
- representation of the tone

Notice and Agenda Writing

Common Meeting Terms

Different Types of Minutes Recording

Style in Minutes
- paragraph size
- sentence length
- note form or sentences
- attributability
- tense
- reported speech
- active and passive voice
- numbering
- punctuation
- notes

Vocabulary
- choice of words
- ambiguous wording
- buzzwords
- unnecessary stock phrases
- colloquial expressions

Standard Layouts of Minutes and House Styles

Note-taking Techniques

Summarizing Discussions

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

Who Should Attend
Administrative staff and anyone who needs to take minutes.

Course Details
Course Date 5 & 6 Dec 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 15/11/2012

Fee Per Participant
S$481.50 (Early Bird)
S$545.70 (Normal)
S$438.70 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

SDF-Approved Yes

Trainer
Ms Florence Au

Testimonials

"I have learnt how to use the proper reporting works, correct grammar and writing styles, which are useful in preparing the minutes for meetings."
- Ms Nancy Lina Gutierrez Landicho, Project Secretary, Kim Seng Heng Engineering Construction (Pte) Ltd

"I now know what are the different methods and styles of minutes writing, and can minimize my time in preparing them."
- Ms Patricia Foo Siow May, Secretary, Art Friend (BBC) Pte Ltd

"Now I can manage the expectations of my boss and chairman during meetings. The concepts learnt can definitely be applied to the types of meetings at work."
- Ms Toon Tong Wai, CP Executive, Singapore Cancer Society

Participants will receive a Certificate of Attendance upon course completion.

Date: 5 December 2012 - 6 December 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148668 ]]> 2012-12-05T01:00:00+08:00 http://events.scoopasia.com/index.php/events/managing_and_motivating_staff_for_service_excellence2/ Stamford Road Business
Leaders can ensure that objectives for delivering service are achieved and standards are met. They also need to constantly work with them so as to inspire, develop them and build an environment where staffs feel that they are being valued.

Objectives
At the end of the course, participants will be able to:

-appreciate the importance of their roles as manager and leader in developing and -motivating the staff towards excellent service
-apply the skills learnt to manage, develop and build a customer service team

Outline
Managers becoming leaders

The characteristics of a customer service leader

Achieve the objectives/goals
- Focus on results
- Do real work

Developing the Individuals
- Giving feedback
* Types of feedback
* How are feedback given
- Coaching the staff
* Role of a coach
* Coaching strategies
- Instructing the staff
* Steps in giving instructions

Build the team: value the people
- Be an empowered leader
* What is and is not
* Removing the barriers to empowerment
- Recognition and rewards

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, activities, discussions, presentations, role play and video.

For Whom
Manager and supervisors who need to oversee the development and management of customer service professionals.

Workshop Schedule and Fee
Course Date 4 Dec 2012
Time 9am to 1pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 15/11/2012

Fee Per Participant
S$310.30 (Early Bird)
S$353.10 (Normal)
S$278.20 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Chua Bee Choo

Participants will receive a Certificate of Attendance upon course completion.

Date: 4 December 2012 - 4 December 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148684 ]]> 2012-12-04T01:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_accounts_receivable_management3/ Stamford Road, near Dhoby Ghaut MRT Business
The workshop trains participants on how to define a credit strategy, implement a credit policy, understand and interpret the fundamental information in financial statements, monitor accounts receivable outstanding and improve the effectiveness in the collection of accounts receivable.

Objectives
After the two-day workshop, participants will be able to:

define a credit strategy
implement a credit policy
understand and interpret the fundamental information in financial statements
monitor accounts receivable outstanding
improve the effectiveness in the collection of accounts receivable

Outline

-Understanding the need for credit sales
-Fostering credit awareness
-Defining a credit strategy
-Understanding the need for a credit policy
-Knowing the benefits of having a credit policy
-Appreciating the factors that influence the credit policy
-Implementing the credit policy
-Gathering credit information
-Understanding financial statements
-Applying financial analysis of financial statements
-Monitoring accounts receivables
-Knowing the reasons for slow collection
-Pre-empting excuses for not paying promptly
-Seeing tell-tale signs of potential bad debts
-Using collection techniques
-Case study & practical exercises

Methodology
Concepts and applications will be taught using simple analogies. Participants will each be given a set of course materials together with practical exercises to complete during the workshop. There will be a case study for participants to role play in debt collection.

For Whom
Any person who is involved directly and indirectly with the responsibility of sales, marketing,credit approval, credit review and collection.

Course Details
Course Date 4 Dec 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 15/11/2012

Fee Per Participant
S$310.30 (Early Bird)
S$353.10 (Normal)
S$278.20 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

SDF-Approved Yes

Trainer
Mr Raymond Ang

Participants' Comments

“I have learnt how to tell if a company or individual is having payment difficulties, and to be persistent and firm when collecting debts.”
- Ms Hoe Lay Hong, Senior Executive, Comfort Transportation Pte Ltd

“I have gained a better understanding of accounts receivable through the role play and practical experiences shared. I have also learnt that financial ratios can be used to evaluate customers.”
- Ms Amanda Chew Kai Xuan, Credit Controller, GAC (Singapore) Pte Ltd

“I have gained knowledge on how to evaluate financial statements and its subsequent rations more effectively. It would be very helpful for me to evaluate the financial statements from our customers and dealers.”
- Mr Stanley Tan, Accounts Receivable Executive, John Deere Asia (Singapore) Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 4 December 2012 - 4 December 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148690 ]]> 2012-12-04T01:00:00+08:00 http://events.scoopasia.com/index.php/events/workplace_communication_from_singlish_to_standard_english8/ Stamford Road Business
In this one-day course, you will practice standard English in a fun way through interactive group work and hands-on tasks. There will be case practice to reinforce the use of standard English and videos to differentiate between Singlish and standard English.

After this course, learners will be able to communicate in standard English and create a positive image for themselves and their organization.

Objectives
At the end of this workshop, participants will be able to:

-replace Singlish with the use of standard English for effective communication
-improve proficiency in the English language
-project a professional image in communication with colleagues and customers
-communicate in standard English that is understood by all

Outline

Importance of Using Standard English at the Workplace

Differences between Singlish and Standard English

Common Pronunciation Errors
- word stress
- silent letters
- plural markers
- vowel length

Standard English vs Singlish Vocabulary
- words with dialect origin
- wrong word choice

Standard English vs Singlish Structures
- sentence and question structures
- “be” verb omission
- singular and plural usage
- preposition issues
- use of “lah”, “hor”, “meh”, etc and other features of Singlish

Strategies to Overcome Barriers in Using Standard English

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Managers, secretaries, executives, supervisors, customer service personnel and anyone who wants to improve their use of standard English.

Workshop Schedule and Fee
Course Date 30 Nov 2012
Duration 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 8/11/2012

Fee Per Participant
S$267.50 (Early Bird)
S$310.30 (Normal)
S$235.40 (Member)
Fee is inclusive of 7% GST, training materials and tea-breaks.

Trainer
Ms Audrey Lai

Participants' Comments
“I have learnt to take note of pronunciation, vocabulary, grammar and structure.”
- Ms Shao Inn Tian, Executive (Student Education & Development), Chinese Development Assistance Council

“I have learnt about proper pronunciation, and how to write in Standard English. I will use the concepts and skills learnt when writing letters and proposals.”
- Ms Koh Wenyu, Executive (Student Education & Development), Chinese Development Assistance Council

“I have learnt about the importance of Standard English, and the concepts and skills learnt will help me improve on my writing and communication skills.”
- Ms Mah Hui Fang, Juliana, Manager, Guest Services, Singapore Flyer Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 30 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148608 ]]> 2012-11-30T01:00:00+08:00 http://events.scoopasia.com/index.php/events/grammar_for_business_writing4/ Stamford Road, near Dhoby Ghaut MRT Business
The course addresses the three issues underlying all errors of grammatical usage: the idea of Standard English, the effects of language change on English grammar, and the effects of language attitudes on our perception of "correct" English. It will be of interest to anyone who wishes to increase his or her confidence in presenting English clearly, and improve his or her editing and proofreading abilities.

This course also addresses the challenges faced by writers in business writing, and covers the essential units in the English grammar that will help the participant communicate clearly. Participants will be able to use the different resources for checking their grammar accurately, as well as identify with the real examples that they come across in their everyday writing.

Objectives
After the two-day workshop, participants will be able to:

-recollect how the English language works
-communicate more accurately and effectively
-use precise vocabulary to convey the intended meaning
-avoid common English errors to polish their business writing

Outline

The Structure of English
- words
- phrases
- clauses
- sentences

Noun countability
- paper or papers
- food or foods

Tenses
- I have replied to the email or I had replied to the email

Transitivity
- I look forward to hear or I look forward to hearing

Subject and Verb Agreement
- About 50 per cent of the members is or are absent

Correct Sentence Structures

Types of Sentences

Punctuation

Commonly Confused and Misused Words
- revert or reply

British and American Spellings

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, group work, worksheets, and proofreading and editing of business documents.

For Whom
Managers, executives, and non-executive staff.

Course Details
Course Date 29 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 7/11/2012

Fee Per Participant
S$288.90 (Early Bird)
S$331.70 (Normal)
S$256.80 (Member)

Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved No

Trainer
Ms Florence Au

Participants will receive a Certificate of Attendance upon course completion.

Date: 29 November 2012 - 29 November 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148672 ]]> 2012-11-29T01:00:00+08:00 http://events.scoopasia.com/index.php/events/working_with_different_personalities9/ Stamford Road Business
"This program has allowed me to understand how we perceive things affect how we deal with or treat others. I am now equipped with the knowledge of how to deal with or handle difficult colleagues, vendors and customers."
- Ms Chan Yuen Mei Cherlene, Human Resource Manager,
Toys LiFung (Singapore) Pte Ltd

Therefore, if we were able to develop skills and techniques to handle and manage them, it would make the workplace a happier place to work in. This one-day workshop will provide techniques and ideas on how to manage your team dynamics.

Objectives
After this course participants will be able to:

-understand what is a "difficult" person and why the need to address these difficult people
-understand the 4 basic behavioral styles of people
-understand the different classification of difficult people and how to work with them
-strategies to help coping with different personalities
-know what we can do to prevent ourselves from being a difficult person to others

Outline

Introduction
- what is a "difficult" person?
- what are the causes
- some thoughts about difficult people

Styles and Understanding Behavior
- what is behavior
- understanding the 4 styles of behavior
- understanding the intent under each style of behavior
- the different approaches to dealing with difficult people

Working with the Different Types of Difficult Personalities
- the Tank
- the Know-It-All
- the Whiner
- the Negativist
- the Grenade
- the Think-They-Know-It-All
- the Super Agreeable Person
- the Indecisive Person

Strategies to Cope with Different Personalities

Ways to Ensure We Are Not the Difficult Person Ourselves

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Executives and administrators who need to work with different types of people.

Workshop Schedule and Fee
Course Date 28 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 6/11/2012

Fee Per Participant
S$288.90 (Early Bird)
S$331.70 (Normal)
S$256.80 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Chua Bee Choo

Participants' Comments

"I am now able to handle and use appropriate tactics to handle different personalities, be connected, and apply the strategies correctly to have a better working relationship with everyone at work."
- Ms Aw Yong Lai Fong, Executive (Procurement), ST Logistics Pte Ltd

"I have gained a better understanding of the eight different personalities, and the skills and concepts learnt can provide for more effective communication."
- Ms Siti Shukhaila Bte Shaik, Senior Logistics Executive, Pioneer Electronics Asia Centre P/L

"I have learnt how to react when facing difficult people, and focus on strengths instead of harping on weaknesses."
- Ms Cheong Kwai Fun, Senior Property Executive, Roxy Homes Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 28 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 62204008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148424 ]]> 2012-11-28T01:00:00+08:00 http://events.scoopasia.com/index.php/events/managing_challenging_customers_professionally7/ Stamford Road, near Dhoby Ghaut MRT Business
Failing to manage them properly will not only result in the loss of these valuable customers, it may also trigger the spread of negative word-of-mouth communication about your organization. Thus it is important that customer service personnel learn how to respond to these difficult customers, in a way that make them feel positive about you and your organization.

This two-day course is designed to provide customer service personnel with skills and techniques to manage challenging customers' needs and ultimately achieve a win-win situation.

Objectives
After the two-day workshop, participants will be able to:

-understand why customers are challenging and the 10 demandments of challenging customers

-recognize the importance of your role in managing challenging customers

-identify the different personality styles and apply strategies to manage individual challenging customers

-develop a systematic and practical process to lessen your stress levels while dealing with challenging customers

-create a win-win situation for both customers and service giver

Outline

Why are Customers Challenging/Difficult
- the common service breakdowns
- the 10 Demandments of challenging customers

Challenging Customers- The Importance to Manage Them
- our critical role in managing challenging customers
- the costs of ignoring challenging customers
- turning customers' complaints into service opportunities for exceeding customers' expectations
- the people vs process customer service, knowing which works best in challenging situations

Understand the Psychological Needs of Customers
- identifying the different personality styles of challenging customers
- understanding the needs and wants of the different personality styles of challenging customers

Applying the 8-step Process of Handling Challenging Customers and Winning Them Back!
- the power of the mind in handling challenging customers
- handling the customer's emotions in challenging situations
- understanding the needs and expectations of the challenging customer and the situation before solving through the "Power of Five"
* body language
* verbal language
* active listening
* appropriate questions
* paraphrasing
- respond to customers' explicit and implicit needs and expectations
- customize solutions that fit
- end on a positive note
- follow-up with action plans
- applying the 8-step process through skills practices of challenging customer scenarios:
* the angry customer
* the unreasonable customer
* the confused customer
* the verbally abusive customer
- video and review plays applying the 8-step process in their own challenging customer scenarios

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.

For Whom
Front-line executives, customer service executives, clerical staff, receptionists and any person who deals with customers in face-to-face situations or over the telephone and who liked to find strategies to deal with their challenging customers.

Course Details
Course Date 28 & 29 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 6/11/2012

Fee Per Participant
S$374.50 (Early Bird)
S$417.30 (Normal)
S$342.40 (Member)

Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved Yes

Trainer
Ms Grace Lee

Participants' Comments

"Now I know the appropriate methods of handling and tackling customer tactfully, and to always remain cool when handling them."
- Ms Aw Yong Lai Fong, Executive (Procurement), ST Logistics Pte Ltd

"I now have a broader picture of the different techniques of handling different groups of customers. The concepts and skills will allow me to approach different customers in a calm manner, be it over the phone or face-to-face."
- Ms Mandy Seng Rui Min, Executive - Worker's Upgrading and Employment, Chinese Development Assistance Council

"Grace is vivacious, entertaining and knowledgeable."
- Ms Marlene Hong Chen Yin, Senior Officer, Denso International Asia Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 28 November 2012 - 29 November 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148680 ]]> 2012-11-28T01:00:00+08:00 http://events.scoopasia.com/index.php/events/the_employment_act13/ Stamford Road Business
“This program has helped me understand more on the Employment Act and its coverage, and I can now give proper advice to both my employers and employees.”
-Ms Leow Boon Lee, Vivien, Administrative HR Manager, RealStar Premier Group Pte Ltd

An up to date knowledge of the law will keep your organization from infringements. In addition, it will help you make timely advice and quality decision for management.

Objectives
After the two-day workshop, participants will be able to:

-understand the provisions of the Employment Act
-interpret the Act and apply correctly
-appreciate the implications of various provisions
-keep up to date the latest amendments to the Act
-review company HR policy and practices

Outline

Coverage and Key Definition
- who does the Act provide cover for
- who is "Employee" and "Workman"

Key Features of the Employment Act
- which Executives and Managers are protected by the Act
- interpretation of amendments to the Act on 1 January 2009

Contract of Service
- terms considered to be illegal in a contract
- notice of termination
- termination without notice
- contract broken by employer and employee
- misconduct of the employee

Payment of Salary
- fixation of salary period
- payment on dismissal and termination
- authorized deductions
- limits to deductions

Rest Day, Hours of Work, Holidays and Other Conditions of Service
- hours of work for a non-shift and a shift employee
- interpretation of ‘week’
- annual leave
- sick leave & hospitalization leave
- retrenchment benefits
- retirement benefits
- annual wage supplement
- calculation of various rates of pay
- basic and gross rate of pay
- payment for overtime, rest day and public holiday

Maternity Protection and Benefits
- maternity benefits update
- notice of confinement
- dismissal during absence
- employment after confinement
- forfeiture of payment
- childcare leave

Termination
- termination with notice & without notice
- termination with breach of contract
- resignation
- dismissal
- payment related to termination

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies, group discussions and quiz.

For Whom
HR practitioners, line managers, executives and supervisors who have to operate the Employment Act in the workplace.

Workshop Schedule and Fee
Course Date 22 & 23 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 31/10/2012

Fee Per Participant
S$481.50 (Early Bird)
S$545.70 (Normal)
S$438.70 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Mr Gerard Chan

Participants' Comments
“I have gained a better understanding of MOM laws for work purposes, and will be able to avoid making mistakes, as well as better advise staff on HR issues.”
- Ms Chan Wan Yee Linda, HR Executive, Cargotech CHS Asia Pacific Pte Ltd

“I have gained a better understanding of who the EA covers and the terms and conditions of work.”
- Ms Stephanie Koh, Executive (HR & Training), National Service Resort & Country Club

“I have gotten the answers I wanted to know as well as useful advise from the trainer.”
- Ms Jane Koo Ling Li, HR Executive, Kim Tiam Building Contractor P/L

Participants will receive a Certificate of Attendance upon course completion.

Date: 22 November 2012 - 23 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1129672 ]]> 2012-11-22T01:00:00+08:00 http://events.scoopasia.com/index.php/events/finance_for_non_financial_professionals3/ Stamford Road, near Dhoby Ghaut MRT Business
Taking a formal course in accounting and finance will involve many months of commitments. This intensive workshop over two days condenses the key concepts in accounting and finance into an optimal learning experience for the participants.

Objectives
After the two-day workshop, participants will be able to:

learn basic accounting and finance knowledge
read transactions information and summarize into financial statements
identify different types of costs and shows how to control them
identify and analyze relevant cash-flows of capital projects

Outline

Financial Accounting Basics
- accounting system overview
- accounting principles and concepts
- the accounting equation and the balance sheet
- double entry system: debits and credits
- chart of accounts
- general journal & general ledger
- accruals & prepayments, depreciation & accumulated depreciation, netbook value
- year-end balancing & closing of accounts
- the trial balance & financial statements

Management Accounting Basics
- classifying costs
- understanding cost behaviors
- performing break-even analysis
- determining the cost
- allocating costs and activity-based costing
- controlling costs using standard costing
- preparing the operating budget

Capital Budgeting
- types of capital project
- capital budgeting process
- time value of money, discount factors & presents value cost of capital
- identifying the relevant cash flows
- project evaluation techniques: payback period, accounting rate of return, net present value, internal rate of return & profitability index

Methodology
Participants are guided through practical steps of the topic with a combination of lectures and group discussions.

For Whom
Any non-financial professionals in marketing, sales, human resources, engineering, production and any other non-finance related areas who wish to know more about accounting and finance.

Course Details
Course Date 22 & 23 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 1/11/2012

Fee Per Participant
S$556.40 (Early Bird)
S$620.60 (Normal)
S$513.60 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

SDF-Approved No

Trainer
Mr Raymond Ang

Participants' Comments
"I have learnt some of the fundamentals of accounting and now understand simple concepts that I was confused about. I can now be better in administrating and managing."
- Mr Bryan Lim, Project Manager, B H S Kinetic

"I have gained a better understanding of many terminology used in financial statements and can understand accounts related work better now."
- Ms Angeline Chan Mei Yeng, Executive Officer, Seameo Regional Language Centre

"I have gained knowledge of percentage principles and understanding of financial accounts. I can now be more confident when meeting with accountants or auditors."
- Ms Sarinder Kaur, Assistant Manager, NxGen Communications Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 22 November 2012 - 23 November 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148688 ]]> 2012-11-22T01:00:00+08:00 http://events.scoopasia.com/index.php/events/building_a_high_performing_team3/ Stamford Road Business
Great teamwork is just one contribution factor to great team performance. Many leaders overlooked the science of building great teams. Designing appropriate team structure; defining effective team procedures and enhancing decision making processes are all critical success factors for improving team performance.

This course aims to help you spur your team's performance in this challenging environment.

Objectives
After the one-day workshop, participants will be able to:

-avoid the 3 most common causes of poor team performance

-design an effective team structure to improve team performance

-apply practical techniques to motivate team members

-make better team decisions by avoiding 4 common team decision biases

-manage team conflicts to reach win-win outcomes

Outline

Causes of Poor Team Performance
- Myths and facts about teamwork
- Avoiding the 3 most common causes of poor performance team

Comprehensive Model for Team Performance
- Strategy for increasing team performance
- 7 important considerations for building high performance team

Practical Techniques to Motivate your Team
- Identifying barriers to optimal team performance
- Practical techniques to motivate your team members

Effective Team Decision Making
- Why smart team members make bad decisions
- Effective techniques to overcome team biases and make better decisions

Managing Team Conflicts
- Understanding different conflict management styles
- Techniques for achieving collaborative outcome

Methodology
The workshop is designed to deliver maximum result through experiential learning, case studies, group discussions, video, self-reflection and translation into actual action plan that can be applied immediately at work.

For Whom
Every supervisor/manager who wants to increase performance of their team.

Workshop Schedule and Fee
Course Date 21 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 30/10/2012

Fee Per Participant
S$288.90 (Early Bird)
S$331.70 (Normal)
S$256.80 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Mr Koh Thong Joo

Participants will receive a Certificate of Attendance upon course completion.

Date: 21 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148437 ]]> 2012-11-21T01:00:00+08:00 http://events.scoopasia.com/index.php/events/building_your_business_networking_skills5/ Stamford Road Business
This highly interactive workshop that helps your staff acquire the critical skills to be effective in your networking. Not only do they learn to be more confident and assured in a business or social function, the workshop enables them to sell themselves and promote their objectives with impact.

Objectives
After the half-day workshop, participants will be able to:

-understand what networking is

-overcome fear and awkwardness in a roomful of strangers

-discover ways to influence people and make friends

-improve on how to approach and greet strangers with ease

-equip yourself with the tools to start and maintain conversations

Outline

Introduction to Networking
- gain insight on what true networking is
- establish the 3 stages of networking
- develop a plan for a successful networking

First Impression
- discover the importance of a good impression
- how to appear calm and confident

Approach and Introduction
- learn how to approach strangers
- Introduce yourself with impact

Influence
- employ non-verbal tools to make friends and influence people

Working the Room
- find out how to move n and out of groups with ease
- identify ways to start and maintain conversations
- practice active listening skills
- determine how to control the close

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.

For Whom
Managers, executives, and anyone who wants to expand his/her business contacts and network effectively.

Workshop Schedule and Fee
Course Date 20 Nov 2012
Time 1.30 to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 30/10/2011

Fee Per Participant
S$128.40 (Early Bird)
S$149.80 (Normal)
S$117.70 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Catherine Chan

Participants' Comments
"I have learnt how to use the right tools when networking with others, and now I can be effective in networking with my clients."
- Mr Izzac Tang, Sales Engineer, Triple-Max Engineering Pte Ltd

"I have gained more concepts on how to break the ice with various people and this can also be applied when recruiting new candidates."
- Ms Julie Chen, Human Resource Executive, CapitaLand Limited

"I have learnt how to better network within a group, and I am able to communicate better with our counter-parts."
- Mr Alvin Lim, Product Design Engineer, NEA Technologies Pte. Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 20 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148596 ]]> 2012-11-20T05:30:00+08:00 http://events.scoopasia.com/index.php/events/professional_image_for_the_workplace5/ Stamford Road Business
Helping your support staff develop a professional identity and manage their image is also vital in helping them enhance their personal effectiveness at work.

Objectives
After the half-day workshop, participants will be able to:

-understand the impact of image on your success and effectiveness

-determine the appropriate image for secretariat and support staff

-discover how to up your image standards to look polished and confident

-improve in the way people respond to you

-equip yourself with the tools to project an image that is consistent with your corporate image

Outline

First Impression
- gain insight on the importance of a good first and lasting impression
- establish the 5 key factors that affects your image
- identify your goals, attributes and strengths

Professional Look
- discover what a professional image is
- what are the top 5 dressing elements that can alter your credibility and how to arrest them
- identify your gaps for improvement

Dressing
- how to project an effective professional image in dressing in terms of colours, style and suitable dress code
- learn the right dress code for dress down Fridays

Grooming
- pick up essential grooming knowledge for a complete polished look

Your Business Wardrobe
- how to build and maintain a business wardrobe that saves you time, money and effort

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.

For Whom
Secretaries, administrative, clerical, accounts and support staff who wants to improve their image to look polished and professionals.

Workshop Schedule and Fee
Course Date 20 Nov 2012
Time 9am to 12.30pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 30/10/2012

Fee Per Participant
S$107.00 (Early Bird)
S$128.40 (Normal)
S$96.30 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Catherine Chan

Participants' Comments

"I now have a better understanding of how to mix and match my clothes in my wardrobe. Now I am able to dress up and present myself appropriately in front of my client and colleagues."
- Ms Pek Jia Yu Debbie, Admin Specialist, Kellogg Brown & Root Asia Pacific Pte Ltd

"I now have a better idea of how people look at you depending on the way you dress. It enhances my knowledge of personal grooming, and I hope that I will be able to impress others through the way I dress."
- Mr Ted Loo Tiong Hwee, Product Design Engineer, MEA Technologies Pte Ltd

"I have learnt to be able to dress up and present myself appropriately for the right occasion."
- Ms Candy Loo Kim Leng, HR Manager, YKK Holding Asia Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 20 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148593 ]]> 2012-11-20T01:00:00+08:00 http://events.scoopasia.com/index.php/events/setting_up_a_salary_structure_for_equitable_compensation_management8/ Stamford Road Business
This course aims to equip participants with the skills of setting up and managing an equitable salary structure that is aligned with the National Wage Council's recommendations.

"I have learnt how to develop a proper salary structure and the thoughts that go behind it. I can now re-evaluate the salary structure and propose/review accordingly, stronger support in terms of future increment purposes."
- Ms Evelyn Ow, Manager, Maersk Singapore Pte Ltd

Participants will be guided with in-class computer simulation activities to develop automated computerized spreadsheet template to set up the salary system. The techniques of establishing salary range mid-point, minimum and maximum salary levels for each job are the key topics of this course.

This course is targeted to equip salary administrators such as HR practitioners, finance and office administrators without formal training in compensation management with the essential techniques to set up a credible salary system.

Objectives
At the end of the course, participants will be able to:

-distinguish the principles of a compensation
-apply the techniques of defining job values
-apply the techniques of setting up a salary structure
-develop spreadsheets for salary administration
-explain the rationale of pay decisions

Outline

Compensation Management
- components of compensation package
- total reward system

Job Evaluation
- the techniques of job evaluation
- developing a job structure

Salary System
- determining the mid-point
- using Microsoft Excel© spreadsheet to establish the minimum and maximum of a salary range
- using Microsoft Excel© spreadsheet to develop policy & practice line
- the use of market surveys

Implementing The Salary Policy
- how to deal with over- and under-pay situations
- how to age the salary data annually

Linking Salary to Performance Appraisal
- how to link salary increment, bonus and rewards to performance appraisal

Methodology
Participants are guided through practical steps of the topic with in-class activities to develop automated computerized spreadsheet templates to set up the salary system.

For Whom
Managers and executives who are not trained in compensation management but are required to develop a salary structure. They can be HR managers / executives, admin managers / executives, finance managers / executives, accounts managers /executives, officer managers, secretaries, administrators, etc.

Workshop Schedule and Fee
Course Date 8 & 9 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 17/10/2012

Fee Per Participant
S$556.40 (Early Bird)
S$620.60 (Normal)
S$513.60 (Member)
Fee is inclusive of 7% GST, training materials and tea-breaks.

Trainer
Mr William Thien

Participants' Comments
“I have learnt the basics and concepts of doing up a salary structure. The useful resources, advises and concepts can help me review and improve on the salary structure of the organisation.”
- Ms Liew Yen Cheng, HR Executive, Bishan-Toa Payoh Town Council

“The program was conducted in local context, so the information shared is comprehensive.”
- Ms Felicia Yong, HR Manager, PCS Security Pte Ltd

“This program has helped me gain an in-depth understanding of establishing a salary structure. Now I can start using the concepts to build up the salary structure in my organization.”
- Mr Goh Zhi Yuan Christopher, HR Executive, Spa Esprit Group Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 8 November 2012 - 9 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 62204008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1129674 ]]> 2012-11-08T01:00:00+08:00 http://events.scoopasia.com/index.php/events/21st_annual_national_workers_compensation_disability_conference/ Las Vegas Convention Center Business
Date: 7 November 2012 - 9 November 2012

Venue: Las Vegas Convention Center

Country: USA


Contact Person:

Email: jschroeder@lrp.com

Tel:

Registration Website: http://www.wcconference.com/ ]]> 2012-11-07T01:00:00+08:00 http://events.scoopasia.com/index.php/events/managing_and_motivating_staff_for_service_excellence4/ Stamford Road, near Dhoby Ghaut MRT Business
Leaders can ensure that objectives for delivering service are achieved and standards are met. They also need to constantly work with them so as to inspire, develop them and build an environment where staffs feel that they are being valued.

Objectives
After the two-day workshop, participants will be able to:

-appreciate the importance of their roles as manager and leader in developing and -motivating the staff towards excellent service
-apply the skills learnt to manage, develop and build a customer service team

Outline

Managers becoming leaders

The characteristics of a customer service leader

Achieve the objectives/goals
- Focus on results
- Do real work

Developing the Individuals
- Giving feedback
* Types of feedback
* How are feedback given
- Coaching the staff
* Role of a coach
* Coaching strategies
- Instructing the staff
* Steps in giving instructions

Build the team: value the people
- Be an empowered leader
* What is and is not
* Removing the barriers to empowerment
- Recognition and rewards

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, activities, discussions, presentations, role play and video.

For Whom
Manager and supervisors who need to oversee the development and management of customer service professionals.

Course Details
Course Date 4 Dec 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 15/11/2012

Fee Per Participant
S$310.30 (Early Bird)
S$353.10 (Normal)
S$278.20 (Member)

Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved No

Trainer
Ms Chua Bee Choo

Participants will receive a Certificate of Attendance upon course completion.

Date: 4 November 2012 - 4 November 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148684 ]]> 2012-11-04T01:00:00+08:00 http://events.scoopasia.com/index.php/events/telephone_etiquette_techniques_on_handling_difficult_customers3/ Stamford Road, near Dhoby Ghaut MRT Business
Objectives
After the two-day workshop, participants will be able to:

-say how callers measure their service and what it takes for them to do their job professionally
-demonstrate the 2Vs to project a professional image of themselves and enhance caller's confidence in them
-say the four phases in a telephone call
-apply the techniques to handle different difficult caller situations
-demonstrate proper telephone etiquettes to enhance the image of themselves and that of the organization

Outline

Customer Service Basics
- Service as defined by customers
- Understand what it takes to do your job professionally

You As The Communicator
- How to create a positive physiology
- How to manage your voice
- Use professional service language
- Use of questions - types of questions
- Use of empathic listening - levels of listening

The Structure of a Telephone Call
- The 4 phases of a telephone call
- Telephone skills assessment

Develop Telephone Etiquette to Project a Professional Image
- Announcing yourself
- Put customer on hold
- Making an outgoing call
- Terminating a call
- Role Play

Techniques in Handling Different Difficult Situations
- The approach to dealing with angry/irate callers
- Methods to handle caller's questions
- Ways to interrupt a talkative caller to refocus them back to the issue
- The different methods of saying "No" when it is just not possible to accede to their requests
- Ways to get callers to work with you towards your proposed solutions
- Role Play

Methodology
Participants are guided through practical steps of the topic with a combination of reflection and group discussions, activities related to learning points, role-play, and lectures.

For Whom
Those who have to handle customers over the phone regularly.

Course Details
Course Date 2 Nov 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 11/10/2012

Fee Per Participant
S$267.50 (Early Bird)
S$310.30 (Normal)
S$235.40 (Member)

Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved Yes

Trainer
Ms Chua Bee Choo

Participants' Comments

"I have gained techniques and skills of handling and dealing with customers over the counter and over the phone."
- Ms Ally Liew Pui San, Senior Assistant, Customer Service, Kim Eng Securities Pte L

"The trainer is friendly and able to understand and listen to what the audience need, as well as feedback effectively."
- Ms Tan Hong Chee, Public Relation Officer, Top Zone Construction & Engineering Pte Ltd

"The trainer is fun, lively, enthusiastic and practical."
- Ms Norpipah Bte Ibrahim, Corporate Support Officer, Nanyang Polytechnic

Participants will receive a Certificate of Attendance upon course completion.

Date: 2 November 2012 - 2 November 2012

Venue: Stamford Road, near Dhoby Ghaut MRT

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148677 ]]> 2012-11-02T01:00:00+08:00 http://events.scoopasia.com/index.php/events/time_management_skills7/ Stamford Road Business
How often have we heard these words? We have even said it ourselves. Take a moment and reflect. How often have we wasted our time away without realizing it? Thus, a better understanding and awareness of how we spend our time and learning the technique to help us improve our time management would help us to be more focused and spent our time productively. After all, time is a scarce and valuable resource.

“I have learnt how to better manage my time, to be organized,
not procrastinate work, and better manage activities to lessen stress.”
- Mdm N. Tamilselvi, Executive Assistant,
Building and Construction Authority

Objectives
At the end of the course, participants will be able to:

-have a better knowledge of the effects of stress and the need to manage stress
-identify the time wasters in your life
-apply the techniques in managing yourself to better manage the time to reduce the -stress and be more effective in your work

Outline

Introduction to Stress
- stress vs stressors
- negative effects of stress
- positive effects of stress-management

Managing Stress and Time Management
- manage yourself
- taking charge- practice CIP
- understanding the 2 circles in your life
- practice optimism
- avoid procrastination
- why people procrastinate
- ways to avoid/correct the most common forms of procrastination

Organize your workload to prevent over commitment
- the COR approach
- 80/20 rule
- gaining focus- urgent vs important
- weekly planning and daily dos list

Getting trap in your anger

Handle interruptions
- time log
- learning to say use the 'straight' or 'soft' No to persistent offenders

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Executives and supervisors who needs to effectively manage their time and work.

Workshop Details and Fee
Course Date 1 Nov 2012
Duration 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 10/10/2012

Fee Per Participant
S$288.90 (Early Bird)
S$331.70 (Normal)
S$256.80 (Member)
Fee is inclusive of 7% GST, training materials and tea-breaks.

Trainer
Ms Chua Bee Choo

Participants' Comments

"I have learnt some techniques that I can use to manage my time at work and even at home. The concepts learnt, when applied, will be helpful at work."
- Ms Leslie Margaret L. Pen, Senior Associate Engineer, Electrical, Continental Automotive Singapore Pte Ltd

"The Time Matrix has helped me to identify the various categories of tasks at work, which is very helpful."
- Ms Ho Foong Yee Priscilla, Executive Assistant, The Salvation Army

"The tainer is very entertaining! I enjoyed her class. It was not boring at all and full of fun and laughter throughout. Great job Bee Choo!."
- Ms Devi Noorjahan, HR Administrator, Julia Gabriel Communications Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 1 November 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148589 ]]> 2012-11-01T01:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_report_writing1/ Stamford Road Business
This course covers all aspects of the subject in a practical and realistic fashion. It not only discusses language and style but also explains how to plan, structure, and organize the information collected to facilitate understanding. It also deals with the presentation of the information.

Objectives
After the one-day workshop, participants will be able to:

-write clear and concise report
-fine -tune report language
-learn and understand all essential aspects of the report writing process

Outline

The rule of report writing

Designing the structure
- using mind mapping or word outline to sequence and structure your materials
- how to structure the beginning, middle and the end of your report
- how to structure the executive summary

Developing your style
- crafting short, simple sentences to increase readability
- choosing familiar words that make your meaning clear
- using the active voice for direct, concise writing
- recognizing jargon and buzzwords
- some pointers on British and American text

Laying out your text
- how to sue heading, bullet-ed or numbered lists, tables, diagrams etc to enhance the clarity of your report

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Managers, executives, secretaries, administrators, customer service personnel who in the course of work need to write reports.

Workshop Schedule and Fee
Course Date 31 Oct 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 9/10/2012

Fee Per Participant
S$288.90 (Early Bird)
S$331.70 (Normal)
S$256.80 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Florence Au

Participants' Comments

"I have learnt report writing skills, reinforcing logical and clear writing, which will be useful in writing reports as well as in other instances when information needs to be conveyed."
- Ms BreeAnne Catherine Yek Yu Jie, MXO, AGC Home - Criminal Justice Division

"The guidelines for report-writing can help in preparing a structured and concise report."
- Mr Lim Ban Heng, Higher SC Officer, Intelligence, Singapore Customs

"I have learnt about the need for clarity in reports. The concepts and skills learnt will assist in writing my reports."
- Mr Tan Kwang Liang, Senior Staff Sergeant, Ministry of Home Affairs - Singapore Police Force

Participants will receive a Certificate of Attendance upon course completion.

Date: 31 October 2012 - 31 October 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148671 ]]> 2012-10-31T01:00:00+08:00 http://events.scoopasia.com/index.php/events/downstream_asia/ Marina Bay Sands Business
Downstream Asia brings together all key players in the oil & gas and petrochemical refining industry to discuss important issues such as: market trends, investment strategies, joint ventures, margin improvements, fuel regulations, transportation fuel, environmental concerns, latest cracking technologies, catalyst developments, and integration of petrochemical complexes. It is the perfect platform for networking, seeking partnerships for joint ventures, and learning the latest technologies.

Date: 24 October 2012

Venue: Marina Bay Sands

Country: Singapore


Contact Person: Lydia

Email: Lydia@ClarionEvents.asia

Tel: 65903970

Registration Website: http://www.downstream-asia.com/ ]]> 2012-10-24T00:30:00+08:00 http://events.scoopasia.com/index.php/events/effective_event_management3/ Stamford Road Business
If you want to refine, update and expand your event management skills, don't miss this practical and interactive workshop. It provides you a structured, step-by-step guide on how to develop and manage nay event impressively and with ease. You will be equipped with easy-to-follow methods, templates and checklists to aid you in your event management projects. You will also be involved in single and group exercises to stretch your imagination. Real case studies will also be shared for greater learning during the program.

Objectives
After the two-day workshop, participants will be able to:

-learn the principles in event management

-design, conceptualize and plan a memorable event

-find out how to budget for an event

-publicize and market the event effectively

-implement the plan with success and manage it with ease

-draw up useful checklists and templates for event management

-pay attention to details that will make or break the event

-increase your confidence and ability as an event planner

Outline

Planning
- Determine the what, who, why, how of the event
- Create a comprehensive task list
- Develop the concept, ideas, design creatively
- Prepare a clear event brief and learn how to budget
- Identify relevant key players & plan a quality program

Managing
- Determine the administration needs
- Resolve accounts and invoicing with ease
- Draw up useful project plans and checklists
- Establish efficient communications with the key players
- Prepare a contingency plan

Marketing
- Devise a comprehensive publicity plan to market the event, covering: Advertising, Public Relations, Branding
- Identify the appropriate media
- Develop suitable collaterals for the event

Operating
- Find out how to do staffing for your event and delegate task
- Determine the most suitable method of onsite billing
- Handling delegates with care
- Learn the essential ethics and etiquette in event management

Closing
- Establish efficient ways to obtain feedback
- Closing the accounts with ease
- Adopt integrated communications for post-event publicity
- Find out how to conduct helpful postmortems
- Impress with your appreciation to key players

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Marketing executives, managers, HR executives, managers, event coordinators who are responsible for preparing, designing and implementing events.

Workshop Schedule and Fee
Course Date 23 & 24 Oct 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 2/10/2012

Fee Per Participant S$481.50 (Early Bird)
S$545.70 (Normal)
S$438.70 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Catherine Chan

Participants' Comments
"I have learnt a lot of ideas, tips and tricks when organizing an event and how to manage it."
- Ms Hinna Ijaz, Assistant Office Manager, KrisEnergy Pte Ltd

"I can now aply the concepts and steps that I have learnt from the course."
- Ms Esther Lim, Commercial Operations Associate, Bristol-Myers Squibb (Sg) Pte Ltd

"The concepts and skills are applicable to my course of work and practical. I will share what I have learnt with my colleagues."
- Ms Aster Foo, Executive, Mapletree Investments Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 23 October 2012 - 24 October 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148599 ]]> 2012-10-23T01:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_workplace_communication3/ Stamford Road Business
Understand how mastering the art of communication can be your competitive advantage. You will explore and learn how 'petty' matters may affect what you love at your work just like how a tiny stone in the shoe can affect a runner's performance.

Objectives
After the two-day workshop, participants will be able to:

-understand and appreciate the purpose and value of communication
-identify 4 communication styles; strengths and weaknesses
-communicate effectively with people of different communication styles
-create the 'zone' for effective communication
-use the appropriate communication tool in the workplace
-manage a 'gossip moment' without getting into trouble
-deal with difficult conversations confidently

Outline

Understand and appreciate the purpose and value of communication
- What is effective communication?
- Factors that influence good communication at the workplace (self, surrounding, tools/equipment)

Identify 4 communication styles; their strengths and weaknesses
- Communication starts with me
- Dealing with different communication styles

Communicate effectively with people of different communication styles
- Develop a personalized adaptive communication strategy

Creating the 'zone' for effective communication
- Mood and space
- Ensuring you understand the other person
- Conversation framework (purpose, content, summarize)

Use the appropriate communication tool in the workplace
- Identify the right audience
- Determine the best tool to fit the purpose
- Exploring the various tools (e.g. facebook, msn, posters, e-mails, post-it)

Manage a 'gossip moment' without getting into trouble
- Understand the meaning behind the 'story'
- Empathize with the grievance
- Elevate the person

Deal with difficult conversations confidently
- Identify the emotional state
- Confirm the demonstrated negative behavior
- Move towards an objective solution

Methodology
A behavioral self-assessment tool for each participant, short lectures, group discussions, role play, video and case studies.

For Whom
Anyone who wants to communicate clearly at the workplace.

Workshop Schedule and Fee
Course Date 23 & 24 Oct 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 2/10/2011

Fee Per Participant S$374.50 (Early Bird)
S$417.30 (Normal)
S$342.40 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Mr Isaac Peter

Participants will receive a Certificate of Attendance upon course completion.

Date: 23 October 2012 - 24 October 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148676 ]]> 2012-10-23T01:00:00+08:00 http://events.scoopasia.com/index.php/events/shared_services_outsourcing_week_china_2012/ Shanghai Business If you want to lead, influence and be part of shaping the future of the China shared services & sourcing community then this event is for you!
Evolving from a conference to a community: The Industry’s Number One Gateway to Enhanced Service Delivery Models and Value-Driven Business Optimisation.

Visitors
Senior decision makers will be attending to evaluate the best partners and tools for the outsourcing needs. Decisions will be made.

Exhibitors
All vendors and companies across various industries involved in providing Shared Services and Business Outsourcing.

Date: 23 October 2012 - 25 October 2012

Venue: Shanghai

Country: China


Contact Person: IQPC

Email: enquiry@iqpc.com.sg

Tel: +65 6722 9388

Registration Website: http://www.ssonchina.com/Event.aspx?id=707572&MAC=DL ]]> 2012-10-23T00:00:00+08:00 http://events.scoopasia.com/index.php/events/effective_administration_of_salary_and_payroll6/ Stamford Road Business
“I have gained a better insight of payroll, especially the CPF payable items.
This course is helpful for me to oversee the payroll functions in terms of checking and
ensuring the payroll process is being carried out effectively.”
- Ms Juliana Tan Phek Hoon, Manager (HR & Training),
National Service Resort & Country Club

This will lead to misunderstandings between employers and employees and can result in conflict situations where staff morale will be affected. This practical workshop aims to provide participants with valuable insights into best practices relating to salary and payroll administration.

Objectives
After this two-day workshop, participants will be able to:

-understand the statutory obligations on payroll matters
-differentiate between entitlements and benefits
-know the rights of employers on matters relating to benefits
-appreciate best practices on payroll matters

Outline

Understanding Salary Structure
- salary structure and total salary
- basic salary
- allowances
- fixed vs variable salary
- flexible wage system

The Legislation on Payroll Matters
- scope of the Employment Act
- highlights of the CPF Act
- over/ under payment

Legal Compliance and Practices
- definition of salary
- definition of rate of pay
- working hours
- shift duties
- rest days and public holidays
- computation of overtime pay
- salary period and time of payment
- payment on dismissal and resignation
- payment of AWS and bonuses
- authorized deductions
- notice period
- annual leave entitlement
- maternity benefits
- retrenchment benefits
- retirement benefits

Part-Time Employment
- term of employment for part-time employees
- benefits of part-time staff
- calculation of part-time wages

Effective Payroll System
- payroll policy
- notification of salary changes

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Executives and staff who are directly or indirectly involved in payroll administration. It would also benefit human resource executives, officers, supervisors, finance executives, line managers and supervisors.

Workshop Schedule and Fee
Course Date 18 & 19 Oct 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 26/9/2012

Fee Per Participant
S$481.50 (Early Bird)
S$545.70 (Normal)
S$438.70 (Member)
Fee is inclusive of 7% GST, training materials and tea-breaks.

Trainer
Mr Jimmy Toh

Participants' Comments
"I have gained in-depth knowledge on payroll administration as well as salary structure, and it can also be applied to real life instances."
- Ms Cindy Yeo, Office Administrator, Eucon Holding Limited

"The trainer is very interactive and his real life experiences related to the topics really helped!"
- Ms Celine Lee, Accounts Executive, Space Furniture Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 18 October 2012 - 19 October 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148294 ]]> 2012-10-18T01:00:00+08:00 http://events.scoopasia.com/index.php/events/conflict_resolution_and_negotiation_at_the_workplace2/ Stamford Road Business
The good news is that by resolving conflict successfully, through effective negotiation, you can solve many of the problems that was brought to the surface, as well as getting benefits that you might not expect at all.

Applying win-win negotiation is to find a solution that is acceptable to both parties which result in both parties feeling that they have won after the negotiation process.

The training approaches used are varied, enriching and fun. The learning journey includes group discussion and assessment, participating in interactive & experiential activities like games, practice active learning and reflection and video presentation.

Objectives
After the two-day workshop, participants will be able to:

-identify your own Conflict Management tendencies
-apply the appropriate conflict resolution style depending on situation
-acquire essential skills for effective negotiations
-implement strategy for win-win negotiation results

Outline

Conflict Management
- What is conflict? Identifying conflict & performance
- Your reactions to Conflict Management & discovering your response to different types of conflict
and how you deal with it.
- Negative & positive uses of conflict: Is conflict good or bad?
- Types of conflict
- What causes conflict and their principal causes: Facts? Methods? Goals? Values? Expectations?
- Identifying and assessing your conflict management styles
- Applying appropriate conflict resolution styles and choosing a conflict management style

Negotiation Skills
- What is negotiation? Negotiating to agreement
- Key conflict skills for negotiation
- Essential interpersonal skills using our senses - listening, questioning, observation, eye contact,
hand gestures, non-verbal signals, responding
- Identify & assessing your personal negotiation skills
- The Four Rules of Negotiation process
- Preparation and information for a win-win negotiation: BATNA
- Applying appropriate negotiation strategy: case study of negotiation activity

Methodology
Participants are guided through practical steps of the topic with a combination of assessments, case studies, role plays, discussions, interactive activities, and lectures.

For Whom
Anyone who needs to resolve interpersonal differences at work.

Workshop Schedule and Fee
Course Date 18 & 19 Oct 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 26/9/2012

Fee Per Participant
S$481.50 (Early Bird)
S$545.70 (Normal)
S$438.70 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.

Trainer
Ms Katherine Chua

Participants will receive a Certificate of Attendance upon course completion.

Date: 18 October 2012 - 19 October 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148602 ]]> 2012-10-18T01:00:00+08:00 http://events.scoopasia.com/index.php/events/handling_grievance_discipline_termination_dismissal5/ Venue Grand Park City Hall Hotel or similar Business
This workshop aims to enable you with the skills to handle grievance and disciplinary actions, such that difficult employee situations can be turned around to become opportunities to enhance employee performance.

When the situation warrants termination and dismissal, you must be able to abide by the law and conduct these actions with confidence.

Objectives
At the end of this two-day workshop, participants will be able to:

-differentiate between grievance, conflict and disciplinary situations

-determine and plan the appropriate course of action to take

-resolve the situation with confidence and with positive impact on the team

-appreciate various legal aspects of termination

-find answers to commonly asked questions about termination

-handle common termination situations with confidence

Outline

Grievance Mediation
- what is grievance
- how grievance develops
- approaches to handling grievance
- grievance handling principles
- handling grievance mediation discussion

Taking Disciplinary Action
- setting ground rules
- purpose of the Code
- approach to discipline
- terminology used in discipline
- hot stove rule
- natural justice
- classification of misconduct
- progressive discipline

Holding Disciplinary Sessions
- specific objectives of the discussion session
- guidelines to conduct a disciplinary session
- common types of disciplinary penalties

Types of Cessation
- types of employer initiated termination
- types of employee initiated termination
- understanding the law regarding different types of termination

Options when Handling Resignation & Termination
- what are the difference between clearing leave, offsetting leave, garden leave, in lieu of notice and
mutual agreement

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.

For Whom
Managers, executives, supervisors, team leaders who are required to manage the grievance, discipline and termination process.

Workshop Schedule and Fee
Course Date 16 & 17 Oct 2012

Duration 9am to 5pm
Venue Grand Park City Hall Hotel or similar
Early Bird Closing 25/9/2012

Fee Per Participant
S$524.30 (Early Bird)
S$588.50 (Normal)
S$481.50 (Member)
Fee is inclusive of 7% GST, training materials, lunches and tea-breaks.

Trainer
Mr William Thien

Participants' Comments
"I have learnt a better approach to handling the grievances, discipline, and termination or dismissal of employees, and will be more sensitive when handling employee relations."
- Ms Joanna Tan, HR Administrator, Sanmina-SCI Systems (S) Pte Ltd

"This program has helped to enhance my understanding and knowledge of handling grievances, discipline, termination and dismissal. There are certain matrixes and concepts in which I can apply back at work."
- Ms Oliverio Joyce Emma, Head, Human Resource Unit, SEAMEO Regional Language Centre

"The trainer is engaging, and uses appropriate examples to illustrate his meaning."
- Ms Chen Wenshan Dawn, Senior Executive, National Council of Social Service

Participants will receive a Certificate of Attendance upon course completion.

Date: 16 October 2012 - 17 October 2012

Venue: Venue Grand Park City Hall Hotel or similar

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148432 ]]> 2012-10-16T01:00:01+08:00 http://events.scoopasia.com/index.php/events/customer_service_tool_kit_perfect_phrases_in_practice6/ Stamford Road Business
In order to deliver winning service experience to your customers, you need to master the art of giving unpleasant information in a palatable way. After this course, you can see and feel the advantage that using positive phrases creates for your customers, your company and yourself!

This one-day course is tailored for customer service personnel and any person who aspires to perfect his/her communication with customers through the use of positive phrases.

Objectives
This case study approach workshop is designed to help participants to:

-recognize the differences between negative phrases, positive phrases and neutral phrases in customer situation
-provide a list of customer friendly phrases for use in their daily customer interactions even challenging situations
-diagnosis of common less customer friendly phrases used
-effectively use customer friendly phrases during the hands-on applications on case studies provided
-provide opportunities to find solutions to their own unique customer situations with better customer friendly phrases

Outline

Customer Friendly Phrases vs Negative Phrases
- why the need for customer friendly phrases?
- the power of customer friendly phrases in handling customer situations
- "turn off" language, forbidden phrases, unhelpful words

Handling Customer Interactions with Customer Friendly Phrases
- diagnosis of common phrases used in face-to-face customer interactions
- diagnosis of common phrases used in over the telephone customer interactions
- uses of customer friendly phrases in handling face-to-face customer interactions and over the telephone customer interactions

Case Study and Applications
- applications of customer friendly phrases learnt in the following case studies:
* when you have to say NO to a customer
* when you do not have the solution to what the customer wants
* when handling various telephone interactions and being politically correct in your responses when handling them
* when you are new or don't know the product/service/information requested by the customer
* when you are in a situation where you need to manage it without referring to your supervisor
* when company policies stops you from helping the customer and many other case studies

Methodology
Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.

For Whom
Customer service supervisors, front-line executives, customer service executives and any person who like to find a better way to communicate with customers.

Workshop Schedule and Fee
Course Date 11 Oct 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 19/9/2011

Fee Per Participant
S$310.30 (Early Bird)
S$353.10 (Normal)
S$278.20 (Member)
Fee is inclusive of 7% GST, training materials and tea-breaks.

Trainer
Ms Grace Lee

Participants' Comments
"I have learnt how to positively reply and respond to customers through this programme."
- Ms Michelle Lam May Siong, CAM Engineer, Infinite Graphics Pte Ltd

"The knowledge and skills learnt will be helpful in my course of work, when communicating with my colleagues and dealing with customers."
- Ms Neo Soh Yen, Senior Executive, National Environment Agency

"I have learnt that customer service counts in every field. I will practice and put the new phrases I learned into real action."
- Ms Cassie Huang, Senior Executive, Academics Australasia College Pte Ltd

Participants will receive a Certificate of Attendance upon course completion.

Date: 11 October 2012 - 11 October 2012

Venue: Stamford Road

Country: Singapore


Contact Person: Miss Lee

Email: enquiry@eontraining.com.sg

Tel: 6220 4008

Registration Website: http://www.eontraining.com.sg/cos/o.x?c=/wbn/pagetree&func=view&rid=1148679 ]]> 2012-10-11T01:00:00+08:00