Quality Dynamics Consultancy Sdn Bhd presents

Oct 13 - 14, 2010 (9am - 5pm) at Holiday Inn Glenmarie, Shah Alam

Communication & Interpersonal Skills

(by Mr. James Low )

objectives

At the end of the workshop, participants will be able to:
    - Communicate more effectively with other people
    - Minimize conflict and build group commitment
    - Gain support for implementing their plans
    - Generate enthusiasm for their ideas and proposals
    - Influence others and motivate them to action
    - Find alternatives to work with "difficult" people
    - Give criticism when necessary, and use praise to produce results
    - Win customers

program content

Module 1 : INTRODUCTION
    - An overview of Interpersonal Skills
    - Impact of interpersonal skills on self and organization
    - A matter of attitude and behaviours
    - Be a STAR
    - EQ/EI
    - The PINCH model

Module 2 : WINNING THROUGH COMMUNICATION
    - What is communication?
    - Why communicate?
    - The communication process
    - Importance of good communication skills
    - Test your communication abilities
    - Removing communication barriers
    - Body language : what it means?
    - Verbal Tai-chi
    - What makes a good communicator?

Module 3 : BUILDING RAPPORT AND RELATIONSHIP
    - The magic of ARC
    - The art of listening
    - Power communication
    - Non-defensive communication
    - Assertive communication
    - Building relationship

Module 4 : FOSTERING OPEN COMMUNICATION
    - Interactive communication
    - Communicating with impact
    - Information sharing
    - "No surprises"
    - Communicating right
    - Useful tips

Module 5 : CONFLICT MANAGEMENT
    - What is conflict management?
    - Conflict-Effects on relationship
    - Win or lose?
    - Communicating in tough situation
    - Dealing with difficult people
    - Giving and receiving feedback

Module 6 : CUSTOMER RELATIONS
    - Dealing professionally with incoming and outgoing calls
    - Telephone Etiquette
    - Dealing confidently with inquiry
    - Selling your Company, its products and services
    - Treating Customers as Individuals
    - Turning customer complaints into positive outcomes
    - Promoting a Quality Image

Module 7 : WORKING IN TEAMS
    - The Teaming Process
    - Gaining support across departments
    - Know your team strengths
    - The power of synergy
    - Your team role
    - Make your meeting effective
    - Giving recognition
    - Taking your team to greater heights

methodology

Lecture, discussion, individual/group exercise, games, skill Practice.

who must attend

Managers, Supervisors, Administrators, Executives, Team Leaders, and anyone who has to interact with people.

investment fee / early bird by 01/10/2010

Standard: RM 1,010.00 / RM 910.00 per participant

Group discount: RM 960.00 / RM 860.00 per participant for a minimum of 2 participants from the same company

(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts, Writing Pad, Pen & Certificate of Completion)

registration & payment

PROGRAMS ARE CLAIMABLE UNDER SBL SCHEME

Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.

All registration MUST be accompanied with PAYMENT.

Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:

QUALITY DYNAMICS CONSULTANCY SDN BHD
No. 343, Block A, Kelana Centre Point, No.3 Jalan SS7/19,
Kelana Jaya, 47301 Petaling Jaya,
Selangor, Malaysia.

Tel : 03-78054587 / 03-78044196
Fax: 03-78054514
E-mail: training@qdc.com.my
( Rahifah / Thang )

PSMB Reg: 0938

(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)

COURSE FACILITATOR - MR. JAMES LOW

Mr. James Low Say Sun has more than 30 years of working experience. He has conducted training programs for thousands of executives and non-executives. A certified trainer on supervisory and leadership programmes, he was the master trainer on supervision for his previous company (Texas Instruments Malaysia) sites in Asia. His programmes among others include Team Building, QCC, Training & Coaching Skills, Training Needs Analysis, Problem Solving & Decision Making, Change Management, Managerial Excellence, Operational Excellence, Achieving Work Excellence, Coaching & Counseling Skills, Clerical Development, Retirement Planning, and Juran’s Quality Improvement concepts

Mr. James Low has sat as an advisory member in the Human Resource Development Council (HRDC) and Selangor Human Resource Development Centre (SHRDC) and was also a member of the FMM-IM Networking Group for Training Personnel where he was able to share his experiences and advice with others. Mr. James Low has also been an advisor in the Young Entrepreneur program organized by the American Malaysian Chamber of Commerce (AMCHAM) for school children. He is also mentioned in the book Business Without Bosses by American authors Charles C Manz and Henry P Sims Jr.

Mr. James Low’s workshops are action-packed and have been given excellent ratings by participants. In one of his workshops, he was rated a perfect 10.