Leadership & Management

Programme Overview

This skills-based course builds on the collection skills to give learnersideas and models to handle especially difficult, fire-breathing, refuse-to-pay customers.

Who is this Programme for?

This programme is suitable for:

• Collectors (consumer & corporate);
• Credit card representatives;
• Loan representatives; and
• Anyone who collects money for a living.

Programme Objectives

• Calm angry customers via LESTER and other models;
• Contact tough customers with more confidence and professionalism;
• Handle difficult, stubborn, refuse-to-pay customers;
• Collect more money faster;
• Get more customers' reasons-for-Defaults (RFDs)to solve payment issues; and
• Reduce your stress and get into less arguments.

Methodology

Face-to-face training.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

The Strategic Management Series consists of mini programmes to better provide participants the opportunity to be more involved in the process of strategic planning and be able to implement what they have learned in each of the programme.

Strategic Alignment is an important top-down approach to ensure that the top vision is cascaded down throughout the organisation hierarchy, down to the individual level. Strategic Implementation, which follows strategic Alignment, is an important bottom-up approach where the execution of a strategic plan takes place from the lowest or individual level gradually trickling up to the top level of an organisation.

Workshops included in the Strategic Management Series are:

• Strategic Management Framework
• Crafting a plan that works!
• Aligning Organisational Management to Strategy

Methodology

Face-to-face training.

Supported with case examples, group exercises and feedback evaluation.

Who is this Programme for?

This programme is suitable for middle to senior management officers whowill be directly or indirectly involved in the development, implementation and monitoring of strategic plans at their organisation.

Programme Objectives

• Understand that an organisation consists of a top level strategic plan and several mini strategic plans of the different levels, all of which must be aligned to the top vision as well as that Strategic Implementation is the execution of strategies or actions in order to meet the key performance indicators and vision; and
• Acquire a set of tools and techniques to carry out strategic alignment and build an implementation & evaluation plan to monitor, review and update the action plans.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

Being able to communicate effectively is important in order to get your messages and information across successfully and understood by the receiver, either in your daily lives or at work. Having clear communication with a person or a group of people will setup or establish connections that allows for a better flow of information between the sender and receiver of the information.

This 2-day training programme aims to build your confidence and enhance the way you communicate with your peers, colleagues, managers and customers and project a more professional image for
yourself and the company that you work for. There will be practical activities to help participants understand the effective communication process, exercise conversation flow, understand non-verbal communication and how to self-prepare before communicating. This programme will also provide guidance and techniques to understand and improve the different communication styles, manage the barriers to effective communication and how to be more assertive when communicating.

Methodology

Face-to-face training.

Who is this Programme for?

• Supervisors
• Managers
• Team Leaders
• Senior Leaders
• Directors
• Future Leaders

Programme Objectives

• Understand the different styles of communication;
• Understand the effective communication Do's and Don't's;
• Apply the techniques to manage challenging situations;
• Apply the communication learning loop.
• Identify own communication styles;
• Identify self-prepare and build confidence before and during communicating or conversing.
• Confident be more assertive when communicating;
• Confident effectively communicate effortlessly.
• Appreciate the effective communication process;

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

Withholding constructive feedback is like sending a person on a long and complicated hike without a compass. Feedback is a leadership tool and is one of the most vital stepping stones to a manager’s professional journey. Yet most managers are apprehensive in giving constructive feedback as it is deemed as “negative” and “painful” for both parties.

This is because most of our own experiences have been focused around “criticism” rather than portraying it as positive/reinforcing feedback which is really intended as a developmental tool.

When practised at the right time and effectively, it can help to avert and/or minimise creating a ‘blame culture’ which if not checked, can adversely impact the organisation’s business and targets. This programme is one out of five of the Toolkit for Young Leaders Series. The series is a set of workshops curated to develop the necessary skills to become a more effective leader, while also helping your team to grow.

Methodology

Face-to-face training.

This workshop will be conducted in a practical and participative way. Learning strategies include small group discussions and skills practice sessions.

Who is this Programme for?

This workshop will be conducted in a practical and participative way. Learning strategies include small group discussions and skills practice sessions.

• Higher performance;
• Improved relationships;
• Continuous learning and personal growth; and
• Increased confidence

Programme Objectives

• Describe the Leadership Guiding Principles and how they support the communication process;
• Understand what is constructive and positive feedback and its’ importance at the workplace;
• Apply the feedback framework effectively to achieve the desired outcomes;
• Identify the right opportunities to use this leadership tool to enhance productivity levels; and
• Improve relationships both at work and in social settings.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

Social media can bring wonders to your business. But are we really utilising it to its full potential?

Risk in Social Media is a programme that offers individuals the opportunity to further understand the various uses of social media, its pros and cons and how businesses can combat the risks of social media. The programme also involves the drafting of policies, risk identification and an opportunity to use social media as an investigation tool.

Methodology

• Face-to-face learning mode
• Case studies, individual and group exercises, etc

Who is this Programme for?

• Internal auditors
• Operations personnel that manage social media accounts
• Compliance officers
• Investigators

Pre-Requisite

• Sound understanding of business, risk and controls
• Basis understanding of investigation techniques and risk management concepts
• Reasonable command of English language and proficient in use Microsoft office and internet.

Programme Objectives

• Understand the importance of social media and how its impacts businesses and individuals.
• Prepare audit programme to ascertain the efficiency and effectiveness of social media platforms.
• Conduct an investigation that entails social media platforms.
• Draft policy and procedures to monitor the use of social media.
• Perform cost vs benefit analysis when using social media platforms.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

Your job title gives you ‘positional power’ over others. How you use thatpower determines your people’s level of commitment to you, the team,the organisation and to customers. Good bosses achieve good resultswhile better bosses achieve great results.

Who is this Programme for?

This programme is suitable for:

• Supervisors;
• Team leaders;
• Managers;
• Directors;
• Senior leaders; and
• Future leaders.

Programme Objectives

• Reduce miscommunication and rework via the ACCT model;
• Setting the right team or department operating system (O/S) to enable success;
• Coaching via the House Model to leave positive impacts while building a culture of excellence;
• Strengthening your organisational power and influence at all levels; and
• Impacting your ‘Stars’, ‘Steady Eddies’, and ‘Slugs’ to achieve better results.

Methodology

Face-to-face training.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

The Strategic Management Series (SMS) consists of mini programmes to better provide participants the opportunity to be more involved in the process of strategic planning and be able to implement what they have
learned in each of the programme.

Strategic management is the systematic planning, management, and use of available resources to ensure a business or organisation achieves its goals. It is made up of two parts: developing a strategic plan and implementing a strategic plan.

Workshops included in the Strategic Management Series are:

• Strategic Management Framework
• Crafting a plan that works!
• Aligning Organisational Management to Strategy

In SMS: Strategic Management Framework, participants will explore the strategic management framework and acquire a clear understanding of the concepts of systems thinking, foresight and strategic planning.

Programme Objectives

• Understand the different phases of Strategic Management and the key components of a strategic plan; and
• Understand the success of a strategic plan requires careful planning, execution and monitoring while the success of an organisation depends on its top vision to be strategically aligned and cascaded down throughout the organization hierarchy.

Who is this Programme for?

This programme is suitable for middle to senior management officers who will be directly or indirectly involved in the development, implementation and monitoring of strategic plans at their organisation.

Methodology

Face-to-face training

Supported with case examples, group exercises and feedback evaluation.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Keseluruhan Program

Lazimnya, penulisan selalu dikaitkan dengan penggunaan bahasa secararasmi kerana ia merupakan sebuah pendokumentasian yang bolehdijadikan sebagai bahan rujukan jangka masa panjang. Oleh yangdemikian, Program Kemahiran Penulisan Bahasa Melayu yang diadakanselama dua (2) hari ini bertujuan untuk memperbaiki mutu penulisanpeserta dalam menggunakan Bahasa Melayu standard sebagai wahanapenyaluran informasi dan idea sesuai dengan konteks formal. Justeru,dalam program ini para peserta akan diajarkan tentang konsep berbahasadan mengenal pasti kesilapan yang sering dilakukan dalam penulisanmereka kerana tanpa kesedaran tersebut, tiada pembaikan akan berlaku.Di samping itu, beberapa latihan atau aktiviti akan diberikan bagimemperkasa pemahaman peserta selama program dijalankan.

Metodologi

Latihan Bersemuka

Program Ini Sesuai Untuk Siapa?

Program ini sesuai untuk pegawai dan kakitangan kerajaan dan swasta yang ingin meningkatkan mutu penulisan dalam Bahasa Melayu standard.

Modul

Butiran Program

Your Investment

Download Brochure Here

Keseluruhan Program

Program ini akan membantu peserta mengembangkan keupayaanuntuk mengenali dan mempromosikan budaya membuat keputusanberetika di tempat kerja, dan mengenal pasti tindakan dan tingkahlaku yang beretika dan sebaliknya. Program ini boleh memberikesan positif yang signifikan terhadap tingkah laku pekerja.

Metodologi

Latihan Bersemuka

Program Ini Sesuai Untuk Siapa?

Program ini sesuai untuk perserta yang baru menceburi bidang pekerjaan.

Objektif Program

Di penghujung kursus pembelajaran ini, peserta-peserta akan mendapat manfaat seperti:

• Menjadi pekerja yang lebih professional;
• Mengetahui etika kerja profesional;
• Memahami kepentingan etika kerja profesional dan akibat tidak beretika

Modul

Butiran Program

Your Investment

Download Brochure Here

Programme Overview

In this current environment, we are all busy, and sometimes it seems we do not have enough hours in the day to complete tasks, deadlines and projects. It can then eat into our home life, meaning we often end up stressed, or in worst case scenarios, unwell (both physically and mentally). The reason behind this is often how we work, day to day.

This 1-day Effective Organisational Skills training course has been developed for everyone in your organisation who may struggle with their own personal effectiveness. The training course will help participants build self-awareness and will highlight the important parts of working smarter and how to organize themselves better in order to achieve their end goals.

Methodology

Face-to-face training.

Who is this Programme for?

Newly hired employees or any individual who is keen to develop their communication skills

Programme Objectives

• Appreciate the importance of being organized;
• Understand that urgent and important tasks aren’t always the same thing;
• Manage their time better and their stress;
• Focus on the task in hand and not working in a scatter gun approach
• Limit procrastination to work smarter by having of their goals and what they want to achieve

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here

Programme Overview

The Strategic Management Series consists of mini programmes to better provide participants the opportunity to be more involved in the process of Strategic Planning and be able to implement what they have learned in each of the programme.

In SMS: Crafting a plan that works, participants will be able to apply a set of tools and techniques in building a futures-ready Strategic Plan. There are many steps in crafting a strategic plan from environmental scanning, strategic thinking to formulating the vision, key performance indicators (KPIs) and strategies.

• Strategic Management Framework
• Crafting a plan that works
• Aligning Organisational Management to Strategy

Methodology

Face-to-face training.

Supported with case examples, group exercises and feedback evaluation.

Who is this Programme for?

This programme is suitable for middle to senior management officers who will be directly or indirectly involved in the development, implementation and monitoring of strategic plans at their organization.

Programme Objectives

• Develop a clear understanding of the key steps in developing a strategic plan; and
• ACQUIRE a set of tools and methodologies for developing the key components of a strategic plan from the vision, mission, core values to KPIs, long-term strategy plans and short-term action plans.

Programme Outline

Programme Delivery

Your Investment

Download Brochure Here