2014 training directory

Far East Organization 2014 Training Directory

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Course Categories

• Leadership and People Management

• Business Management

• Customer Service / Service Excellence

• Finance, Audit and Tax

• Food & Beverage

• Human Resources

• Property Operations

• Sales and Marketing

• Workplace Safety and Health

• Communications

• Information Technology

Leadership and People Management

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Leading the FEO Way

Learning Objectives Course Outline

This course will provide participants with an understanding of FEO vision and values as well as leadership and people management skills to be an effective FEO leader.

At the end of this course, you will: • understand what it takes to lead effectively as a FEO

Leader • be well aligned with FEO vision, values and operating

principles • be able to differentiate between leadership and

management • be equipped with the People Management skills to

• set goals/KPIs for your team • empower, engage, motivate and develop your

team • build effective teams • Give and receive feedback • Better communicate and engage with others

• FEO vision & values • Leading vs. Managing • The Leadership Pipeline • 5 Needs of Employees • Building an Effective Team • Engaging Your Employees • Understanding Behavioural Styles

Who Should Attend

Managers (grade E6/H7/FB7 – E7/H8/FB8) and Senior Managers (grade E8- E9/GM) Delivery

The learning methods will include a combination of classroom instruction, small group interactions, role-plays and discussions.

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Cost: $1800.00 Duration: 3 Days

Grow Your Career @ FEO


This course will provide participants with the framework and opportunities for planning and managing their own careers as well as coach their staff in this area.

At the end of this course, you will be able to:

• plan your career using the FEO Career Development Framework

• relate FEO Core Values to the execution of your work • plan your career discussion with your manager We will also touch on the following in the course (1 hr): • conduct career coaching conversation with staff • give developmental and coaching feedback to staff

• What is career development? • FEO career development framework • Where are you now ? • Where do you want to go ? • How to get there ? • Career advice & career derailers • Career coaching conversations with your staff

(1 hr)

Who Should Attend Delivery

Executives, Assistant Managers, Managers, Senior Managers and Top Executives.


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Cost: $300.00 Duration: 1 Day

7 Habits of Highly Effective People Workshop (Associates)


The 7 Habits of Highly Effective People Introductory Workshop for Associates® helps participants tap into the best they have to give. They become empowered with new knowledge, thinking skills, and tools to confront issues, work as a team, increase accountability, and raise the bar on what they can achieve.

At the end of this course, you will learn how to:

• Embrace / accept responsibilities and take initiatives to achieve success

• develop a personal mission, vision and values • balance key priorities • improve interpersonal communication • leverage creative collaboration • apply principles for achieving a balance life

• Habit 1 - Be Proactive • Habit 2 - Begin with the End in Mind • Habit 3 - Put First Things First. • Habit 4 - Think Win-Win • Habit 5 - Seek First to Understand Then to be Understood • Habit 6 - Synergize • Habit 7 - Sharpen the Saw.


Executives, Assistant Managers and Managers. The learning methods will include a combination of classroom instruction, small group interactions, role-plays and discussions.

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7 Habits of Highly Effective People Workshop (Signature)


The 7 Habits of Highly Effective People® Signature course aims to help individuals and leaders achieve sustained superior results through effective leadership thinking and tools. Participants gain hands-on experience, applying timeless principles that yield greater productivity, improve communication, strengthen relationships, increase influence and laser-like focus on critical priorities.


• Embrace / accept responsibilities and take initiatives to achieve success

• develop a personal mission, vision and values • balance key priorities • Improve interpersonal communication • leverage creative collaboration • apply principles for achieving a balance life

• Habit 1 - Be Proactive • Habit 2 - Begin with the End in Mind • Habit 3 - Put First Things First. • Habit 4 - Think Win-Win • Habit 5 - Seek First to Understand Then to be Understood • Habit 6 - Synergize • Habit 7 - Sharpen the Saw.

This course has significantly more in-depth coverage, discussions and practical applications than the Associate Programme.

Who Should Attend

Delivery

Senior Managers (grade E8- E9/GM) and Top Executives.


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Finance for Non-Finance Managers


The key objective of this course is to equip participants with basic concepts and practical skills to better interpret, analyse and use financial information from a user's perspective.


• understand common accounting and finance terminology

• appreciate key accounting concepts and policies used in financial statements

• ask insightful questions about the company’s accounting practices and policies

• communicate more effectively with Finance personnel

• Basic accounting principles • Profit & Loss Statement • Balance Sheet • Cash Flow Statement • Debt vs. Equity financing • Key Business Performance Ratios

Who Should Attend

Delivery

Managers and Senior Managers (without any previous training in accounting or finance) who have a significant role in analysing financial statements, preparing budgets, communicating with Finance Department and making financial decisions.

Classroom training with hands-on exercises. Participants will get to manipulate and engage directly with three dimensional tools and colour-coded diagrams to gain insights into their business finances.

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Problem Solving and Critical Thinking


The ability to identify and solve problems and make correct decisions is an essential skill for all managers and leaders.


• understand the nature of problems and the decision-making process

• adopt a systematic approach to problem-solving • use critical thinking to avoid making incorrect

assumptions and judgements • use the tools/techniques to solve problems

effectively and rationally

• ADAP (Analysis, Decision-making, Active Risk Taking & Planning)

• Approaches to Problem Analysis • Dynamics of Decision Making • Importance of Critical Thinking • Making the Decision

Who Should Attend

Delivery

Assistant Managers, Managers and Senior Managers. The learning methods will include a combination of classroom instruction, small group interactions, role-plays and discussions.

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EDGE WSQ Level 5: Manage Cross Functional and Culturally Diverse Teams



• assess diversity issues that have implications on a work team

• align diverse work teams towards common goals and objectives

• examine the background differences of diverse work team members and the implications on maximising team effectiveness and synergy

• establish a positive work culture in a diverse work team

• moderate diverse perspectives and opinions across team members from different disciplines and cultures

• establish a system to facilitate communication in a diverse work team

• What is diversity and culture • Diversity markers • Implications of diversity on teamwork • Cross cultural , multi-generational and

personality differences • Pre-empt cultural fault lines • Moderating impact of culture and diverse

opinions • Situational Conflict Resolution Model • Impact of diversity on giving negative news /

performance feedback and coaching for performance


Managers and Senior Managers who have to lead cross functional, remotely located and culturally diverse teams.

The learning methods will include lectures, simulation exercises, case studies, role plays and experiential activities.

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EDGE WSQ Level 4: Emotional Intelligence: The Cutting Edge of Leadership


This course aims to enhance one’s capacity to connect with own and others’ emotions and make discerning choices in personal leadership to serve and collaborate with others in stewarding the organisational goals. At the end of this course, you will be able to:

• assess own level of Emotional Intelligence in one’s dealings and relationships with others in a business context and its effects on achieving organisational goals and objectives.

• examine own strengths and weaknesses for development of own Emotional Intelligence.

• uphold integrity in all business dealings and take responsibility for what has been committed to others that are in alignment with organisational goals

• Manage own emotions and maintain composure, self-confidence and resilience when dealing with challenges and setbacks.

• Apply Emotional Intelligence to guide one’s thinking and actions and to influence and persuade others to achieve win-win outcomes.

• Assess the emotional climate of the environment, recognise the emotional strengths and weaknesses of individuals and exercise flexibility and adaptability in dealing with them.

Who Should Attend

Assistant Managers, Managers and Senior Managers.

Delivery The learning methods will include presentations, individual and group exercises, reflection for self-improvement and profiling.

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LPM WSQ Level 4: Innovation and Change Management


A leader-manager must create a workplace that encourages learning or innovation and embraces change positively so as to achieve the desired state of the organisation effectively.


• contribute to the development of a learning organisation

• develop and implement change strategies • make the change lasting and sustainable

• Idea generation and innovation techniques • Identify opportunities for change and innovation • Roles of leadership, team leaders and individuals

in the change process • Implementation of change strategy • Institutionalising change


Managers and Senior Managers who are involved in managing or leading change.

The learning methods will include case studies and discussions, individual/syndicate work on actual work issues, role-plays and short lectures.

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Business Management

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Business Mgt WSQ Level 3: Achieve Project Objectives through Effective Implementation


This course aims to equip participants with the knowledge of project planning process and to appreciate the importance of project planning process on the implementation phase. At the end of the course, you will be able to:

• understand the elements of systematic project management

• work within project schedule to ensure project deliverables are met on time

• identify and report potential changes to project schedule to project managers for corrective actions

• monitor and manage changes to project schedule to meet scheduled target

• Definition of a project and project management

• Elements of a successful project management

• Project management tools

• Implementation of project plan

• Project closure


New and existing project team executives. The learning methods will include lectures, group discussions, case studies and question and answer.

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Business Mgt WSQ Level 4: Achieving Optimal Results through Project Management


Effective project planning helps the project team to prioritise and work systematically toward achieving the set objectives. Given a systematic approach, many problems that lead to project failures can be eradicated. At the end of the course, you will be able to:

• understand the elements of systematic project management

• assess project time constraints in order to sequence tasks accordingly

• apply a systematic approach to project management on job-related projects

• develop project schedule to guide time management of the project

• understand the key factors to successful project management

• implement and manage project schedule to ensure project objectives are met within the stipulated time frame.

• Definition of project and project management

• Reasons why projects fail

• Systematic project planning and implementation

• Defining time dimensions in project management

• Enhancing project planning and creating the environment for successful project implementation

• Project closure

Who Should Attend New or experienced project managers.

Delivery The learning methods will include lectures, group discussions, case studies and question and answer.

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Business Mgt WSQ Level 3: Essential Skills for Negotiation


In order to increase profitability, improve cost effectiveness and achieve greater productivity, it is vital that employees learn to negotiate successfully for their organisation. At the end of the course, you will be able to:

• identify negotiation outcomes to establish organisation’s desired position

• prepare for negotiation to understand the other party

• use negotiation processes and techniques to achieve desired outcomes

• What is negotiation

• Negotiation Principles and Process

• Managing conflicts in negotiation

• 10 powerful negotiation techniques to achieve win-win outcomes

• How to choose the appropriate negotiation tactics to realise the short and long term negotiation goals

• Finalise the outcome with appropriate documentation


Sales and marketing executives.

The learning methods will include case study/ exercises, group discussion, skill practice and lectures.

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Business Mgt WSQ Level 4: Negotiation Skills


At the end of the course, you will be able to:

• negotiate effectively by adopting a set of key principles

• influence and bargain to achieve negotiation outcomes

• apply strategy and tactics to manage different situations

• learn to manage the negotiating process flexibly, creatively, confidently by exploring all the essential negotiating variables

• learn to manage information flow skilfully as an integral part of managing the negotiating process

• how to close a negotiation and avoid potential deadlocks.

• Negotiating Principles and Process

• 5-phased negotiating process model

• Planning negotiation approaches and applying strategy and tactics

• Clarifying assumptions, managing information and enhancing trust in negotiation

• Adopting suitable influencing styles and identifying hidden motivational agenda

• Closing a negotiation case, including risk management

• Conducting a post-mortem and learning from the negotiating experience


Sales and marketing managers. The learning methods will include video clips, case study/exercises, extensive skill practices, group discussion and presentation.

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Customer Service/Service Excellence

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Managing Customer Complaints and Feedback – Writing with Empathy and Tact


Participants will learn simple and effective techniques that they can immediately apply to improve the quality of customer communications in their organisation. At the end of the course, you will be able to:

• adopt a 5-step approach to understand, analyse and write to customers

• put themselves in their customers’ minds, learn to identify customer needs and expectations effectively

• address customer issues with empathy and sensitivity while writing in a systematic manner

• learn simple and effective techniques to write concisely and clearly

• Uncover and understand customer needs

• Understand customer personality and issues

• Organise your message to connect with the customer

• Responding to complaints, feedback and compliments

• Writing with conciseness and clarity

• Writing quality replies

• Managing social media feedback & complaints


AMs and above who are responsible for communicating with customers through email messages, letters and the social media and who want to connect with their customers and build customer loyalty through the way they write.

The learning methods will include classroom training, case studies and discussions.

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Service Excellence WSQ Level 1: Winning Service


The course focuses on the importance of having the right service mindset and how exceptional service benefits themselves and the organisation. At the end of the course, you will be able to:

• take personal responsibility to have a positive attitude when providing service

• recognise the different types of customers and take steps to meet their needs

• demonstrate qualities and characteristics of a winning service professional by projecting a positive and professional image

• delight customers using the GLADLY process

• look out and anticipate customers’ needs so that they will speak positively about the organisation

• take ownership in providing excellent customer service

• 5 ‘Faces of Customer Service’

• Service touch points of the organisation

• Making customers feel great by using the GLADLY process

• How to turn negative customer service situation around and create a lasting impression with the customer

Who Should Attend

Frontline customer service staff.

Delivery

The learning methods will include classroom training, group discussions, role plays, experiential activities and question and answer.

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Service Excellence WSQ Level 1: UP! Your Service - Achieving Superior Service


This course teaches fundamental service principles to raise service levels and improve the customer experience at every point of contact. Participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance. At the end of the course, you will be able to:

• recognise the different levels of internal and external service and flow of your service transactions

• identify key internal and external perception points

• create action steps to upgrade key points in all senses

• learn why blame and excuses are poor responses to service problems

• take personal responsibility for service improvement

• Discover 6 levels of service

• Understand rising customer expectations

• Identify your service vulnerabilities

• Understanding moments of truth

• Service techniques to boost your performance and add service value

• Discover which styles are best for the customers

• Eliminate blame and excuses

• Take personal responsibility to upgrade


Frontline staff, service champions and supervisors. The learning methods will include video clips, team exercises, contextualized role-play, personal action planning and team action plan.

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Service Excellence WSQ Level 1: From Moments to Memories


This course teaches the principles for dealing with moments of service challenge and turning them around to create exceptional service which customers continue to talk about. At the end of the course, you will be able to:

• recognise different types of customers and appreciate that their needs and expectations are different from one another

• apply the organisation’s vision, mission and values to create exceptional service for diverse customers

• use service recovery procedures to respond to service challenges according to the organisation’s guidelines

• recognise triggers in the service environment that may lead to potential service challenges

• escalate unresolved service challenges according to organisation’s guidelines

• Understand your organisation’s service environment – high points and areas for improvement

• Common triggers in the service environment and the resultant challenges

• Understanding the behaviours of difficult customers

• How to respond well to service challenges

• How to handle customer complaints and turn moments into positive memories

Who Should Attend

Frontline operations staff.

Delivery The learning methods will include experiential activities, simulations, learning games, case studies, personal reflection and action planning.

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Service Excellence WSQ Level 3: The Service Coach


Organisations with clear service standards provide directions for employees to work towards. Supervisors have the important role of enabling employees to uphold these standards. At the end of the course, you will be able to:

• recognise the importance of the organisation’s service standards in attaining service excellence

• assess gaps between actual performance and organisation’s service standards

• prepare a coaching plan

• coaching techniques to address service performance issues

• monitor service performance levels for effectiveness of action taken

• Identify your organisation’s service standards and service gaps

• Ways to assess gaps in service standards

• How to identify coaching needs, prepare and plan for the coaching sessions

• Coaching skills practice sessions and feedback


Supervisors and managers who lead service teams. The learning methods will include discussion and exercises, group activities, role play, skills practice and short lectures.

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Service Excellence WSQ Level 4: Build an Uplifting Service Culture


In this workshop, participants are introduced to the 5 key elements of uplifting service - the architecture for a self-sustaining service culture. Participants will learn the steps to be taken to build a sustainable culture that delivers it every day, and offers tools and practices that have been proven effective in business, thus providing a blueprint for making service a part of everything we do. At the end of the course, you will acquire new insights and principles on how to:

• develop an engaging service vision

• establish a common service language

• identify and improve your service communications

• reinforce your culture with improved service recruitment, orientation, recognition, measurement, benchmarking and recovery

• enhance your service improvement process

• be a powerful and effective service role model

• Why work on Service Excellence and Service Culture

• 7 rules of service leadership and 6 levels of service

• Map staff perception points

• Identify areas where you can create more service value

• Build a common service language and engaging service vision

• Service staff recruitment, orientation and service communications

• Service benchmarking and service role model

• Implementation roadmap to drive service culture forward

Delivery The learning methods will include discussion and exercises, case studies, individual and group activities and short lectures.

Who Should Attend

Managers and Senior Managers who lead service teams.

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Service Recovery Strategies


Many organisations have customer satisfaction as a key performance target. Some service failures and customer dissatisfaction are almost inevitable in our real world. It is crucial that organisations have proper service recovery strategies to win over upset customers. At the end of the course, you will be able to:

• understand the relationship between customer expectations and service recovery actions

• know the elements of an effective service recovery strategy

• manage service failures effectively

• Customer satisfaction and expectations of technology-based vs. non-technology based services

• Types of service delivery failures

• Understanding the behaviours behind customer complaints

• Key elements of a service recovery strategy

• Factors influencing customer response to service recovery

• Service recovery techniques and skills


Staff handling customer’s feedback and recovery programme.

The learning methods will include classroom training and role plays.

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WSQ Interact with Guests (Hospitality)


This course is a competency-based programme that prepares service staff with basic practical knowledge and skills that will enable them to provide quality service in their interactions with guests and colleagues.

Who Should Attend

All staff especially guest facing associates (up to Grade H4/E3). Confirmed new joiners are welcome too.

Delivery

There will be English and Mandarin sessions of the course. The learning methods will include mini lectures, activities, role plays, group discussions/exercises/presentations and assessment (role-play and oral questioning).

Maintain Professional Appearance and Attitude

• Demonstrate positive attitude

• Show respect for others

• Communicate effectively

• Maintain professional personal presentation

• Maintain personal hygiene

Provide Service Quality

• Make contact with guests

• Respond promptly and accurately to guests’ requests

• Demonstrate positive behaviors to customers

• Recognize and take advantage of opportunities to provide additional products and services

Address Concerns

• Identify concerns or problems

• Convey positive attitude to guests

• Take action to minimize guests’ dissatisfaction

• Report or document concerns

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WSQ Provide Safety and Security for Guests (Hospitality)


This course is a competency-based programme that prepares staff with practical knowledge and skills that will enable them to effectively provide safety and security for guests.

Who Should Attend

All staff especially guests facing associates (up to Grade H4/E3). Confirmed new joiners are welcome too.

Delivery

There will be English and Mandarin sessions of the course. The learning methods will include mini lectures, activities, role plays, group discussions / exercises / presentations and assessment.

Follow Safety and Security Practices

• Importance of Safety and Security readiness

• Difference between Safety and Security

• Company’s Safety and Security measures

• Safety and Security roles and responsibilities of staff

Respond to Emergencies

• The reason for emergency preparedness

• Types of emergencies

• Differentiate emergencies from non-emergencies

Provide Lost & Found Services

• Reporting / Filing a report

• Media Management

• Handling Lost & Found items

• Providing Pertinent information

Protect Privacy of Guest

• Maintaining guest’s confidentiality

• Types of information deemed as confidential

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Finance, Audit & Tax

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ACL 105 – Foundation of ACL: Concepts and Practices



• explain the fundamentals of data concepts, ACL basics, and data analysis cycles

• describe the three stages of data access

• create tables to access data

• display and filter data

• verify data integrity, create expressions, compare data from different files/systems , profile data and produce data reports

• Key data analysis concepts

• Basics of working with ACL software

• How the software can add value to your audit


Financial, operational or internal auditors who are beginner to intermediate level users of ACL™.

The learning methods will include classroom training and practical assessment.

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ACL 201 – Data Analysis Techniques



• apply ACL in a structured audit analysis process

• identify project objectives in business and technical terms

• apply the necessary steps to achieve project objectives

• examine data elements and table structures

• test control totals, bounds, completeness, uniqueness, data relationships, and reliability

• evaluate data to reveal exceptions

• How to integrate ACL commands and expressions to accomplish complex data analysis tasks

• Practice planning and executing a data analysis project by working through a series of case studies

• Through the case study approach, learn how to effectively use ACL in real-life situations and discover what it means to think with ACL


Financial, operational or internal auditors who are experienced ACL™ users.

The learning methods will include a combination of case studies and real-life scenarios.

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ACL 303 – Advanced ACL Concepts and Techniques: Functions and Scripts



• create simple and interactive scripts to implement automated routines, continuous monitoring and gain further insights into your data

• apply ACL functions to perform parsing and harmonisation of complex fields

• apply ACL functions to search for matching data

• Use of ACL functions to investigate your data and add power and detail to your analysis

• Use of ACL scripts to automate routine ACL tasks, preserve best practices which prevents errors, and results in better controls in your organisation

• How to implement scripts into your daily routine and work with scripts and functions efficiently and easily


Financial, operational and internal auditors. Completion of an ACL 200-level course or at least six months previous experience using ACL for data analysis, is recommended.

Classroom learning with use of the latest version of ACL.

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Administer Goods & Services Tax (GST) in Singapore


This course will provide an in-depth understanding of Singapore GST, which will in turn promote accurate, timely and effective response on GST administration and compliance work.


• define the scope of GST in Singapore • classify and explain the types of supplies and reliefs

within the context of Singapore GST • apply the scope and concept of Singapore GST to

business transactions, including e-commerce transactions

• manage the administration and compliance of Singapore GST matters

• Overview and concept of Goods and Services Tax (GST) System

• Scope of GST and Underpinning Concept of Supply

• GST for e-commerce transactions

• Registration and compliance for GST

• Administration of GST


Accounting and finance staff who requires the knowledge of GST in the course of their work.

The delivery methods will include classroom training, hands-on exercises, group brainstorming sessions, case studies and games.

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Food & Beverage

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Food & Beverage Revenue Management


This course examines Food & Beverage Revenue Management Theory and its application in maximising profits for food & beverage operations. At the end of the course, you will be able to: • effectively and creatively increase restaurant revenue

by using techniques such as queue management, menu planning and re-engineering marketing and sales techniques to allocate the right inventory to the right customer at the right place at the right time.

Who Should Attend Managers of F&B outlets.

• Understand the concept of revenue management

• Understand the methods of using the menu as an effective marketing tool to improve business performance

• Elaborate the five-step approach to F&B revenue management

• Identify Key Performance Indicators for F&B revenue management

• Explore the opportunities for revenue maximisation through innovation and technology

• Recognise common factors among revenue management, capacity management, sales techniques and customer relationship management.

Delivery

The learning methods will include classroom training and practical assessment.

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Cost: $481.50 Duration: 2.5 Days

Up-selling and Suggestive Selling Techniques for Food and Beverage Staff


At the end of the course, you will learn how to sell effectively through up-selling and suggestive selling methods so as to maximise F&B sales and overall revenue for the business.

• Explain the role F&B staff play in increasing restaurant revenue

• Differentiate between up-selling and suggestive selling

• Describe the prerequisites for effectiveness in selling

• Discuss ways to improve product knowledge

• Discuss ways to discover guests’ needs

• Differentiate between benefits and product service features

• Apply different up-selling techniques

• Apply techniques to control the ‘sales encounter’


Staff working in F&B.

The learning methods will include theory and practical assessment.

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WSQ Follow Food & Beverage Safety & Hygiene Policies & Procedures


The key objective of this course is to equip participants with the knowledge and skills in basic food hygiene.


• understand personal hygiene

• observe standards to handle and prepare food safely

• appreciate how to store food safely

• maintain food preparation, service and storage areas

• Maintain personal hygiene

• Maintain food preparation and service utensils and equipment

• Preparing food safely

• Handling food safely

• Storing food safely

• Maintaining food preparation, service and storage areas


Staff working in F&B.

The learning methods will include theory and practical assessments.

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WSQ Conduct Food & Beverage Hygiene Audit


At the end of the course, participants will be equipped with the skills and knowledge to conduct food hygiene audits at their workplace.

• F&B hygiene audit framework

• Conduct audit on cleanliness and upkeep of premises

• Conduct audit on personal hygiene

• Conduct audit on food hygiene

• Conduct audit on food transportation


F&B managers or supervisors.

The learning methods will include theory and practical assessments.

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WSQ Provide Wine Service


At the end of the course, participants will be equipped with the knowledge and application skills in providing wine service.

• Describe and recommend wine

• Open and serve wine

• Open and serve sparkling wine

• Decant and serve wine


F&B staff who need to serve wine as part of their work.

The learning methods will include theoretical lectures and practical assessment.

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Human Resources

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Emerging Role of HR as Business Partner


This course will equip participants with the understanding

of the emerging roles HR can play to create and add value

to their business.


• Identify the causes behind the challenges faced by HR

• Define the roles of HR Business Partner

• Link business measurements to HR interventions

• Understand the inter-relationship of ego dynamics – personality, ego and EQ

• Understand the level of behavioural EQ competencies needed to be an effective HR business leader

• Recognise one’s behaviour as well as others through Ego Life Cycle

• Perceptions of stakeholders of HR

• 4C that HR does well and is not appreciated

• Definition of HR Business Partner and differences between HR Business Partner and HR administrator

• Defining the measurements in HR business interventions

• Application of HR Business Partner concept

• Introduction to EQ framework, EQ behavioural competencies, Personality, Transactional Analysis and EQ equation

• How one’s personality asset can become a liability due to mismanaged ego, and inappropriate EQ reactions

• Introduction to Ego Life Cycle – a framework to recognise one’s behaviour as well as others


HR Business Partners.

Mini lectures, working preference questionnaire, case study and exercises.

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Employment Act


This course provides a comprehensive understanding of Singapore’s most important employment law. Added emphasis is on the correct interpretation and application of the law including the 2014 changes to the Employment Act. The course covers the various government-paid pro-family leave and protection based on the inter-related Child Development Co-saving Act. Discussion will take you through expected contentious situational issues and provide useful inputs for reviewing your organisational HR/IR practices.

• Definition of “employee” vs. “executive/ manager”

• Basic vs. gross rate of pay and salary computation formulae (new)

• Hours of work, shift work and overtime (new)

• Rest days and public holidays (new)

• Annual and sick leave, medical expense liability of the employer (new)

• Annual wage supplement and variable bonus

• Retrenchment (new) and retirement benefits

• Salary deductions (new) and time of payment

• Various types of statutory pro-family leaves

• Unfair dismissal protection (new) and labour court

• 2014 Employment Act amendments

• Do’s and don’ts for employers


HR Assistant Managers, Managers and Senior Managers. Mix of lectures, case studies, discussions and exchange of cross-industry practices.

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HR WSQ – Define Job Profiles


The course will address the skills and knowledge required to create and review job profiles as part of the manpower planning activities. It covers models, methods and the link between job design and manpower planning activities. At the end of the course, you will be able to:

• create job descriptions

• review job design processes

• Consult stakeholders to clarify manpower planning requirements that have impact on the design of job descriptions

• Document final job descriptions to obtain approval from stakeholders

• Develop and review systems for obtaining feedback from managers and employees regarding the job design process

• Evaluate job profiles to ensure continued relevancy and identify any required changes

• Document outcomes of review activities to clarify future enhancements to the job design process


HR Assistant Managers, Managers and Senior Managers.

The learning methods will include case studies, experiential learning, discussions and sharing.

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HR WSQ – Ensure Compliance with Relevant Laws and Regulations


The course will address the skills and knowledge required to ensure that policies, procedures and activities comply with legal and contractual obligations. It covers identifying and mitigating compliance risks in the organisation. At the end of the course, you will be able to:

• identify compliance requirements and risks

• support activities to address compliance requirements and risks

• monitor and evaluate effectiveness of compliance activities

• Access information sources to identify your organisation’s compliance requirements

• Identify compliance risks

• Document and communicate compliance requirements and risks to stakeholders

• Develop or modify systems to address compliance requirements

• Gather feedback from stakeholders on effectiveness of compliance requirements and risk activities

• Review the effectiveness of compliance activities

• Create reports to document compliance requirements and risks, actions taken and any proposed modifications


HR Assistant Managers, Managers and Senior Managers.

The learning methods will include case studies, experiential learning, facilitation, critique and review.

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HR WSQ – Resolve Grievances and Disputes



• understand the preparation process to address grievances and disputes

• manage grievance, dispute and negotiation processes more effectively

• Analyse legislative requirements and guidelines regarding labor-management relations, industrial practices and compliance requirements

• Maintain communication and effective working relationships to prevent escalation of grievances and disputes

• Work with involved parties to investigate the validity and credibility of claims

• Communicate with involved parties to agree on the issues(s) under consideration

• Negotiate with involved parties to achieve agreement regarding mutually acceptable outcomes using appropriate questioning and conflict resolution techniques


HR Business Partners. This course will use competency-based learning with assessment. Learning methods include case studies, experiential learning, facilitation, critique and review.

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Property Operations

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Defects Assessment and Predictive Maintenance


At the end of the course, you will have an understanding of:

• defects and the role of maintenance • pitfalls in traditional response and cyclical

maintenance systems • features of a predictive/condition-based maintenance

system and process model • defects assessment standardisation: NEN 2767 and

condition-based maintenance • guidelines for implementing a predictive/condition-

based maintenance system

• Building degradation and defects

• Building maintenance: concepts and change

• Predictive/condition-based building maintenance system

• Condition assessment and condition scores: NEN 2767

• Establishing a condition-based maintenance system


Property, facilities and project managers who deal with building defects in the course of their work.

Classroom training with work examples.

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Facilities Management and Maintenance


At the end of the course, you will have an understanding of:

• concepts underpinning facilities management and maintenance

• physical environment supporting organisational culture and workplace culture

• management of buildings and facilities in changing times

• change drivers in maintenance and tools for maintenance prioritisation

• facilities management and maintenance work execution and outsourcing trends

• basic techniques of post occupancy evaluation

• Defining facilities management and maintenance

• The physical environment

• Facilities maintenance: concepts and change

• Condition-based repair prioritisation and maintenance outsourcing

• Assessing building performance


Property, facilities and project managers who oversee/maintain and manage facilities in the course of their work.

Classroom training, group sharing and case studies.

46


Fire Safety Manager Briefing

Learning Objectives Briefing Outline

The key objective of this briefing session is to update existing fire safety managers on the latest changes in fire safety requirements and regulatory processes.

• Updates on the latest fire safety issues and requirements

• Case studies


Fire Safety Managers.

Lectures and interactive discussions.

47


Fire Safety Manager Course


This course is designed to train participants in various fire safety requirements and measures to enable them to undertake the role of a Fire Safety Manager.

At the end of the course, participants should be able to:

• explain the importance of fire safety and fire safety regulations

• demonstrate the operation and maintenance of various fire protection systems, equipment and fire fighting facilities

• illustrate the roles and responsibilities of fire safety managers

• Fire Safety Management

• Fire Protection Systems and Maintenance

• Fundamentals of Fire Safety Design

• Basic Firemanship

• Case Studies

• Practical Sessions


Individuals who will be appointed as Fire Safety Managers .

The learning method will include lectures, case studies and practical sessions.

48

Cost: TBA Duration: 25 sessions x 3h over 3 months

BMSMA for Building Management Personnel


At the end of the course, you will understand:

• the essential procedures and laws related to estate management under the Building Maintenance & Strata Management Act (BMSMA)

• the crucial people management skills necessary for building management personnel

• BMSMA – meaning of share value, roles and responsibilities, by-laws and house rules, insurance, resolutions, resolving disputes, two-tier management corporation scheme, maintenance

• Communication skills – listening and questioning skills for building management personnel / communicating in conflict situations in building and estate management

• People management skills – overcoming the barriers to communication with council members, subsidiary proprietors, residents, and tenants; conveying messages clearly or selling ideas effectively to council members and managing difficult situations, giving feedback and handling complaints effectively in a professional manner


Facilities/building/property/estate managers and executives.

The learning method will include classroom delivery and discussions.

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Good Governance for Management Corporation


The key objective of this course is to equip participants with the knowledge of the regulatory framework and the related accounting and auditing requirements.

At the end of the course, you will understand:

• the regulatory framework • the roles and responsibilities of the stakeholders in

strata developments • the procedure of conducting general and council

meetings of the Management Corporation • the by-laws of the Management Corporation, and

accounting and auditing requirements that govern the managing of strata property developments

• Roles and responsibilities of stakeholders

• Regulatory and submission requirements

• Duties and responsibilities of developer (before handover)

• Duties and responsibilities of management council (after handover)

• Essential knowledge for good governance

• Effective conduct of general meetings and council meetings of the management corporation

• By-laws of management corporation

• Accounting and auditing requirements


Facilities/building/property/estate managers and executives.

Sharing by key industry experts

50


Maintenance of Electrical Installations


At the end of the course, you will understand the rudiments of electrical installations, maintenance and working knowledge for effective supervision of electrical maintenance work and safety procedures.

• Electricity and electrical systems

• Electrical regulations and code of practice

• Electrical Installation and supply in buildings

• Protection against over-current and short circuit

• Protection against earth leakage and earth fault

• Inspection and upkeep of electrical fittings

• Inspection and maintenance of lightning protection system

• Inspection and maintenance of electrical earthing system

• Common defects in electrical installations and fittings

• Safe work practices


Managers and supervisors who require a working knowledge of the principles and practice of electrical installations and maintenance to oversee and ensure work quality and safety compliance.

Classroom training, including walk around of the electrical substations.

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52

CONQUAS Training (for Developer and Consultants)


The Construction Quality Assessment System (CONQUAS )is developed by the Building and Construction Authority (BCA) to measure the quality level achieved in a completed building project.

At the end of the course, you will be able to: • understand the new CONQUAS standards • acquire adequate skills on the assessment

standards and procedures of CONQUAS • adopt the right strategy to encourage contractors to

produce quality buildings.

• CONQUAS overview

• BSCQ and PQM

• QM

• Brief introduction to structural, architectural and M&E assessment

• How to improve construction quality through CONQUAS


Staff from development projects and quality management.

Classroom training, including group discussions.

52 Group Human Resources | Learning & Org Development


Sales and Marketing

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Effective Telemarketing Techniques



• apply telephone strategies to close deals and improve sales results

• employ effective telephone marketing techniques with confidence to build rapport

• display the right attitude and service mindset in servicing customers

• learn how to manage conflict and objections of customers through phones

• experience increased competency in handling difficult types of customers

• provide distinctive deals and sales service to customers from the heart using telemarketing methods

• How to prepare yourself for effective tele-marketing

• The professional and positive attributes of a telephone marketer and salesperson

• The essentials and fundamentals for great telephone marketing, selling and deals closing

• Working on the way you speak: making impressions favourable

• Dealing with conflict and objections over the telephone

• Telephone marketing strategies for handling difficult customers

• Strategies for quick thinking over the phone

• Resources to give customers even more positive satisfying marketing experience


Telesales staff , managers and executives who use the phone for sales and marketing activities.

The learning methods include role plays, experiential activities, interactive tools, group discussions and feedback.

54


55

Sales Force Management


The changing needs and complexities of the new environment affect all Sales Managers and cannot be taken lightly. The effectiveness of the sales force depends, to a large extent, on the manager who directs, leads and motivates its members. At the end of the course, you will be able to: • have a clear understanding of the key underlying

principles in managing a sales team. • be updated with current issues and best practices in

sales management in the context of a rapidly changing environment

• discuss and work through real issues involved in managing a sales team in today’s competitive and complex marketplace

• Modern sales management – the changing business environment; what makes a good Sales Manager

• Leadership and sales management – changes in ability with new responsibilities; types of leadership

• The Sales Manager’s roles & tasks – the job of the Sales Manager; essential areas in sales planning

• Sales force effectiveness vs. efficiency - measuring effectiveness and efficiency of salespeople; establishing criteria and evaluating performance


Sales managers who are required to achieve results through managing a sales team.

Classroom training with group discussions.

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56

Leveraging Social Media for Strategic Marketing



• identify suitable new media platforms for strategic marketing

• align social media as one of the channels in the overall marketing plan

• adopt a new mindset using social media for strategic marketing

• assess the social media readiness in the company for strategic marketing

• plan a comprehensive social media strategy for strategic marketing

• Overview of social media for strategic marketing

• Mastering the most common platforms and channels of social media

• Mastering the advanced social media marketing tools

• How to evaluate and prioritise different platforms for strategic marketing

• 8-step strategy for social media implementation

• Developing social media strategy

• Current applications of social media


Sales, marketing and brand managers. Interactive exercises, sharing of applicable industry examples, role plays and case studies.

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57

Social Media and Digital Marketing for Retailers


At the end of the course you will be able to:

• understand the strengths and weaknesses of different social media platforms

• utilise success from other businesses and avoid common pitfalls

• monitor social media activity of your brand’s customers

• understand how to integrate social media with offline activities

• build a huge fan base on Facebook and increase engagement levels

• build a powerful social media action plan to implement in your business

• Social media and digital marketing

• The social media landscape

• Social media case studies

• Advanced social media marketing strategies

• Online reputation monitoring tools

• 10 social media metrics you should monitor

• Integrating online & offline campaigns

• Developing an actionable social media plan

• Fitting social media into the digital marketing landscape

• Web video and YouTube marketing

• SEO, hyperlocal and getting search visibility

• Planning for search and digital advertising

• Effective website design and information architecture principles


Retail marketing/communications managers.

Interactive workshop using discussions, case studies and presentations.

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58

Visual Merchandising


At the end of the course you will better understand:

• creativity and visual merchandising • how to set up an in-house visual merchandising unit

and structure • creating visual consistency in multiple stores/country

operations • merchandising guidelines and plan-o-grams • use of colour in merchandising and visual

presentations • incorporation of graphics in lifestyle retailing • point-of-sale display and signing

• Understanding key visual merchandising structures and staff positions

• Colourisation: Techniques to ensure merchandising, presentations and displays are fashion savvy and attractive

• Brand imaging at point-of-sale: How to build a brand through instore display

• Displays and window presentation: Window displays and editorial displays

• Merchandise presentation: How to correctly merchandise floors and walls using plan-o-grams and corporate guidelines

• Retail graphics: The latest trends and effective uses

• Technology and visual merchandising


Retail managers and executives who need to know how visual merchandising can be used to enhance our brand image and improve sales.

Interactive workshop using discussions, case studies and role-plays.

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CEA Council Estate Agencies (Real Estate Salesperson) course



• gain insights on the concepts of real estate and agency practice

• acquire a basic knowledge of the legal requirements and laws governing property transactions and real estate agency work

• understand the terminology and concepts of real estate sale and leasing and the need to comply with the requirements of the law

• understand the requirements of the Estate Agents Act 2010 and subsidiary legislation including Code of Ethics and Professional Conduct, and of the Council for Estate Agencies (CEA)

• be able to handle typical property transactions effectively and in compliance with the law, government policies, rules and CEA’s prescribed regulations and practice guidelines

• Concepts of real estate and agency practice

• Legal requirements and laws relevant to property transactions and real estate agents

• Terminology and concepts of real estate sale and leasing

• Compliance with the laws of real estate sale and leasing

• Estate Agents Act 2010, including Code of Ethics and Professional Conduct

• CEA requirements

• Handling of typical property transactions to comply with the law, government policies, rules and CEA’s regulations

Participants who successfully pass the examination will be awarded the CEA’s Real Estate Salesperson qualification.


Nominated Property Sales staff with at least one year of service.

Classroom training with practical assessments.

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Cost: $728.00 Duration: 18 sessions x 3h over 2 months

Tenancy Agreements – Landlord & Tenant Law


At the end of the course, participants will be equipped with the following knowledge:

• drafting tenancy and lease agreements • contents of a tenancy agreement • rights and duties of tenants and landlords • creation of leases and tenancies • types of leases and tenancies • rent payable under tenancy lease • fixtures • termination of leases / tenancies

• Understand key terms and avoiding pitfalls in tenancy contracts

• Practical tips in drafting effective tenancy contracts

• The contents of a tenancy agreement - the premises, habendum, reddendem, covenants, exceptions / reservations and conditions

• Rights and duties of tenants and landlords

• Creation of leases and tenancies

• Statutory requirements under conveyance and Law of Property Act

• Types of leases / tenancies

• Recovery of rent payable under tenancy lease

• Right to fixtures as between the parties

• Terminating leases and tenancies


Leasing staff who need to deal with landlord and tenant law.

Classroom training and case study sharing.

60


Personal Data Protection Workshop


At the end of the course, you will understand key concepts under the Personal Data Protection Act (PDPA) and areas including:

• definition of key terms such as ‘personal data’, ‘business contact information’ and ‘data intermediaries’

• the nine obligations under the PDPA • application of the PDPA on existing data and other

existing law • appointing a Data Protection Officer • building a data inventory map and identifying the

type of data protection related gaps that exist in your organisation

• Do Not Call (DNC) obligations

• Definition of key terms under the PDPA

• The nine obligations under PDPA

• Applying the PDPA to existing data and other existing law

• Appointing a Data Protection Officer

• Building a data inventory map

• Identifying data protection gaps in your organisation

• Do Not Call (DNC) obligations


Telesales, Sales and Marketing staff and staff who handle customers’ / clients’ data in the course of their work.

The learning methods will include a combination of presentations, relevant examples and hands-on exercises.

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Up-selling and Suggestive Selling Techniques for Hospitality Front Office Staff


At the end of the programme, you will be able to: • sell effectively through up-selling and suggestive

selling methods so as to maximise sales and overall revenue for the business

• read and classify customers based on their needs • apply appropriate questioning techniques • differentiate and sell ‘extras’ and ‘specials’ when

appropriate • use appetising descriptions for food suggested • handle price resistance

• Front Office’s Role in Selling

• Personal Rewards of Being An Outstanding Sales Person

• Impact of Selling on Guest Satisfaction and the Hotel’s Revenue

• Difference Between Up-selling and Suggestive Selling

• Self-confidence – The First Step

• Enhancing Product Knowledge

• Identifying the Guests’ Needs

• Selling Benefits, Not Features

• Up-selling Techniques

• Recognising Opportunities to Apply Suggestive Selling


Hospitality Front office staff.

A combination of mini lectures, scenario discussions and role plays.

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Cost: $321.00 Duration: 2 Half Days

Workplace Safety & Health

63 63

Standard First Aid


This course aims to equip the participants with the ability to recognise several life threatening emergencies such as heart attack and choking, gain the knowledge and skills to provide resuscitation to a collapsed adult, relieve foreign body airway obstruction in a safe, timely and effective manner and other first aid skills including bandaging of wounds and immobilisation of fractures. At the end of the course, you will be able to:

• identify the rescuer’s role in the chain of survival • activate the appropriate emergency response system

and follow the Emergency Action Principles • perform the abdominal thrusts (or Heimlich

Manuevoure) for choking adult victims and chest thrusts for an obese or pregnant choking adult victim

• perform cardiopulmonary resuscitation (CPR) for adult victims

• Principles and practice of first aid and the emergency action plan

• The respiratory system and causes of breathing difficulties including choking

• The circulatory system, shock, bleeding, management of wounds and CPR

• The nervous system, causes of unconsciousness, head, spinal, chest and abdominal injuries

• The musculoskeletal system, fractures and soft tissue injuries

• The skin, burn injuries, bites and stings, poisoning, heat disorders and transportation of casualties

There will be an assessment at the end of the course. Upon passing the assessment, participants will be awarded the SFA certificate accredited by the National First Aid Council (NAFC) which is valid for 3 years.


Staff who need to know basic first aid in the course of their work or be certified as a first aider.

Classroom training, practical exercises and demonstrations.

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Occupational First Aid


This course will enable you to meet the Workplace Safety and Health (WSH) Act requirements to be a certified first aider. At the end of the course, you will be able to:

• identify the rescuer’s role in the chain of survival • activate the appropriate emergency response system • follow the Emergency Action Principles • perform the abdominal thrusts (or Heimlich

Manuevoure) for choking adult victims • perform the chest thrusts for an obese or pregnant

choking adult victim • perform Cardiopulmonary Resuscitation (CPR) for

adult victims • demonstrate the use of the defibrillator and perform

defibrillation for adult victims Who Should Attend Staff who need to be certified as an Occupational First Aider under the Workplace Safety and Health Act / staff who need to know how to use the Automated external defibrillator (AED).

• Principles and practice of first aid

• The respiratory system and causes of breathing difficulties

• The circulatory system - shock, bleeding, management of wounds, eye injuries and CPR

• The musculoskeletal system - fractures and soft tissue injuries

• The nervous system - unconscious casualty, burn injuries and heat disorders

• Automated external defibrillator

• Safety topics of first aid requirements in workplaces, chemicals in workplaces, occupational safety and accident prevention

There will be an assessment at the end of the course. Upon passing the assessment, participants will be awarded the OFA certificate accredited by the Ministry of Manpower (MOM) which is valid for 3 years.

Delivery Classroom training with hands-on exercises.

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BizSAFE Level 2: WSQ Develop a Risk Management Implementation Plan


At the end of the course, you will acquire the knowledge and skills to:

• be a Risk Management Champion for the organisation in reducing risks at source by managing the risk management process at the workplace

• develop a practical risk management implementation plan for the organisation

• form the risk management team • perform risk assessment, control and monitor risks • communicate the identified risks to all persons

involved in compliance with the Risk Management Regulations and Code of Practice in WSH Risk Management (RMCP)

• Verify the expectations of a risk management champion

• Form a risk management team in compliance with risk management regulations requirements

• Establish hazard identification and risk assessment methodologies

• Establish risk control measures

• Develop a workplace risk management plan

• Present the risk management plan to relevant stakeholders

• Communicate the identified hazard, risk evaluated and implemented risk control measures


Staff who are required to conduct risk assessments to identify potential safety problems at the workplace in accordance with the Workplace Safety and Health (Risk Management) Regulations.

The learning methods will include theoretical lessons and group discussions.

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ES WSQ Maintain Workplace Safety and Health Policies and Procedures


At the end of the course, participants will be equipped with the generic occupational safety and health competencies to implement effective workplace safety and health (WSH) management programmes and to maintain WSH policies.

• Interpret workplace safety and health policies, procedures and programmes

• Educate workers on workplace safety and health policies, procedures and programmes

• Implement and control workplace safety and health management programme

• Implement workplace risk management programmes

• Maintain workplace risk control measures


Staff in supervisory positions who are responsible for maintaining workplace safety and health policies and procedures.

Classroom training with role plays and case studies.

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EDGE WSQ Manage Workplace Safety & Health System


This course is designed to enable participants to establish and systematically manage a workplace safety and health (WSH) system at their workplaces.


• identify responsibilities under WSH act • establish and maintain WSH framework • establish and evaluate WSH system, policies,

procedures and programmes • establish workplace risk management procedures • manage workplace risk control measures

• Workplace Safety and Health Act

• Workplace Safety and Health framework

• Workplace Safety and Health system

• Workplace Safety and Health policies and procedures

• Workplace Safety and Health programmes

• Workplace risk management procedures

• Workplace risk control measures


Managers who are required to implement / manage workplace safety and health system.

Lectures and group activities.

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Communications

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Effective Business Writing for Admin and Support Staff


The key objective of this course is to equip participants with the skill set to plan and write correspondences.


• write simple correspondence in a clear and concise manner

• plan, organise and present your ideas in a logical way • use the appropriate format for external and internal

correspondence

• Writing what you mean • Communicating the message with appropriate

feelings and attitudes to your reader • Writing internal correspondence • Writing external correspondence • How to plan and organise ideas • How to present your ideas on paper • Readability and clarity principles • Types and formats of business letters


Executives who need a firm grasp of the basic principles of effective written communication.

The learning methods will include a combination of classroom instruction, small group activities and discussions.

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Effective Business Writing for Managers


The key objective of this course is to equip participants with the skill set to plan and effectively write correspondences in order to properly convey their ideas.


• understand the principles of effective writing

• convey your ideas in a way to suit the audience and purpose

• organise the writing for easier understanding

• identify and avoid the common errors in writing

• apply the principles in writing effective letters, memos, faxes and emails

• Principles of effective writing

• Writing the first draft, revising, proof-reading and audience analysis

• The 4 rules of writing: clarity, coherence, consistency and conciseness

• Using the right style, avoiding ambiguity, expletives

• Purpose, completeness, unity, order and transitions


Assistant Managers and above who require a firm grasp of effective written communication.

The learning method will include a combination of classroom instruction, small group activities and discussions.

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Telephone Techniques for Receptionists and Admin Staff



• understand the importance of projecting a positive and professional telephone image

• power up your telephone manners with fundamental telephone skills

• be clear, concise, consistent and courteous over the telephone

• exercise active listening to determine accurately the needs of your customers

• identify and manage different callers’ behaviours

Who Should Attend

Receptionists and admin staff who need to enhance their telephone calls handling skills.

• The importance of professional telephone techniques

• Developing a positive impression over the telephone

• The “picture” of communication – pitch, inflection, courtesy, tone, understandability, rate and enunciation

• Determining customer’s needs by active listening – asking the right questions, incoming calls

• Recognising and managing caller behaviours

• Managing stressful situations

• Developing an ongoing action plan Delivery

The learning method will include group activities, discussions and presentations.

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WSQ Level 3: Present with Confidence


This course will enable participants to become more effective in presenting their ideas with greater impact, professionalism and confidence. The emphasis of this course is on making a presentation effectively. At the end of the course, you will be able to:

• identify presentation objectives and presentation formats in accordance with organisational procedures

• gather and analyse necessary information to support presentation objectives.

• develop presentation concepts and ideas systematically and presentation collaterals for impact

• deliver a presentation professionally and confidently

• Pre-presentation preparation

• Presentation practice and critique

• Understanding the audience

• Do’s and don'ts in preparing visual aids

• Managing fears and nerves

• Audience management skills

• Managing visual, vocal, verbal projection and body language

• Action planning


Staff who are required to make presentations to internal or external audience.

The learning methods will include skills practice, video critique and lecture.

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EDGE WSQ Level 4 Results Communication (Effective Communication for Results)


This course aims to equip participants to lead workplace communication by evaluating and identifying gaps and barriers in workplace communication, developing and communicating plans to implement communication strategies and mechanisms. At the end of the course, you will be able to:

• understand the types of communication barriers

• learn how to overcome differences through accurate expressions and clarification questions

• resolve conflicts by working things out assertively

• select appropriate communication channels

• develop a communication plan

• apply effective communication styles to engage others

• Sources of learning and experience

• Reflex/emotive vs. rational responses

• Types of communication barriers

• How to overcome differences

• Apply the conflict resolution process

• Communication channels

• Communication within a culture and motivators at work

• Developing a communication plan

• Review and personal actions


Supervisors and managers who need to deepen their communication and engagement skills when interacting with their employees.

The learning methods will include classroom training, group discussions, case studies and question and answer.

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IT

75 75

Basic Microsoft Excel 2007 (ICDL Perform Spread Sheet Functions 2007)



• work with excel spreadsheets and use the various features in excel to enhance productivity

• work with data in excel such as entering, selecting, sorting, copying, moving and editing data

• edit worksheets including copying, moving, deleting and renaming worksheets

• use functions to create formulas, including mathematical and logical formulas

• communicate information by choosing a meaningful format

• adjust page settings and content before going to print

• Using the excel application

• Key excel features

• Excel formulas and functions

• Formatting and charts

• Preparing outputs using excel

Click here for full details.

Participants will be required to sit for an assessment test at the end of the course. Those who pass the test will be awarded the International Computer Driving License (ICDL) certificate in “ICDL Perform Spread Sheet Functions 2007”.


Staff who need to use excel in the course of their work. The learning methods will include hands-on exercises. Computers will be provided.

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Advanced Microsoft Excel 2007 (ICDL Perform Advanced Spread Sheet Functions 2007)



• produce high quality information in spreadsheets • pinpoint salient/key information with ease • provide defined/detailed analysis of information • produce sophisticated reports • use advanced features of excel including editing, data

handling, functions and analysis • use macros within the spreadsheet application

Click here to assess if the advanced excel course is appropriate for you. To be assessed as suitable for the advanced course you must know the following: • at least 80% of the excel functions highlighted in the

questionnaire • 100% of arithmetic formulas, functions and create

chart

• Formatting the excel spreadsheet

• Functions and formulas

• Analysis of data using excel functions

• Data validating and auditing

• Enhancing productivity using salient excel features

• Collaborative editing


Participants will be required to sit for an assessment test at the end of the course. Those who pass the test will be awarded the International Computer Driving License (ICDL) certificate in “ICDL Perform Advanced Spread Sheet Functions 2007”.


Staff who need to use advanced excel functions in the course of their work.

The learning methods will include hands-on exercises. Computers will be provided.

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Advanced Microsoft PowerPoint 2007 (ICDL Perform Advanced Presentation Functions 2007)



• plan and design more effective presentations that have greater impact

• use advanced features to customise layout and presentations

• use and manipulate pictures, images and drawn objects, charts/graphs in presentations

• add multimedia elements to presentations

• Creating high-impact presentations using advanced PowerPoint features

• Application of key advanced PowerPoint features

Click here for full details. Participants will be required to sit for an assessment test at the end of the course. Those who pass the test will be awarded the International Computer Driving License (ICDL) certificate.


Staff who need to use Microsoft PowerPoint at an advanced level in the course of their work.

The learning methods will include hands-on exercises. Computers will be provided.

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Illustrator CC6 – Beginners to Advanced


At the end of the course, you will be able to use the features of Illustrator CS6 to help you add vitality and impact to your work.

• The essentials of Illustrator CS6

• Drawing techniques

• Working with layers

• Painting and colours

• Text and typography

• Integrating images



Staff who need to use vector graphics in the course of their work.

The learning methods will include lectures and hands-on exercises.

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Photoshop CC6 – Beginners to Advanced


At the end of the course, you will learn the techniques and essential skills to create exceptional artwork.

• The essential of Photoshop CS6

• Fixing common photo woes

• Working with text

• Isolating an image element

• Layers manipulation

• Channels and masks

• Smart ways to use Photoshop CS6



Staff who are involved in image editing in the course of their work.

The learning methods will include lectures and hands-on exercises.

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2014 training directory

Documents

Transcript of 2014 training directory