On course for success

Soft Skills

Getting things done® Mastering Workflow Level 2: Projects and Priorities

Programme Overview

GTD® Level 2 dives deeper into the GTD models for defining and planning projects andmanaging priorities. It covers projects which require more than one action to complete andgets them under control through the most immediate and lasting improvement in settingpriorities. GTD® enables greater performance, capacity and innovation. It also enablesimproved performance, capacity, and innovation. It alleviates stress and overwhelmingworkload by instilling focus, clarity and confidence with a simple, trusted and personalsystem.

Programme Outline

  1. Path of GTD® Mastery;
  2. Project Inventory;
  3. Natural Planning Model® ;
  4. Developing, Maintaining and using an integrated system;
  5. Weekly Review.

Who Should Attend

Participants who have completed the GTD fundamentals course and are looking to explore advanced themes.

Your Investment

Stakeholder*: BND $ 590.00 (5% SBS)
Non-Stakeholder: BND $ 590.00

* Stakeholders are participants from MOFE, AMBD and all domestic banks in Brunei Darussalam.

Download Brochure here

Ace your Customer Service

Programme Overview

This highly interactive 3-day training programme will provide participants with the essential know-how, skills, and knowledge in delivering and providing high-level customer service and care to achieve customer satisfaction at every interaction with the customers.
The training programme will also help participants confidently handle and serve customers by understanding and applying key skills and attributes to every customer that they serve, creating an experience that is positive and memorable when they enter the business premises.

In the present state of our service industry, businesses and companies must strive to provide high-level customer service and care if they wish to stay competitive in the market. Businesses and companies need to drive for customer advocacy to achieve ‘top of mind awareness within their customers and target base. Organisations can achieve this by having their people who represent their businesses and companies perform customer service and care professionally and consistently at a high-level. This highly interactive 3-day training programme will provide participants with the essential know-how, skills, and knowledge in delivering and providing high-level customer service and care to achieve customer satisfaction at every interaction with the customers.
The training programme will also help participants confidently handle and serve customers by understanding and applying key skills and attributes to every customer that they serve, creating an experience that is positive and memorable when they enter the business premises.

Programme Outline

  • Understanding Customer Service and Customer Care;
  • Dimensions of Customer Service, Care and Experience;
  • Key Skills and Attributes for Staffs;
  • Understanding and Knowing Your Customers;
  • The Service Cycle;
  • Service Standards;
  • Customer Communication;
  • Call Handling and Telephone Etiquette;
  • Handling Complaints and Difficult Customers;
  • Taking Action;
  • Handling Work-Related Scenarios

Who Should Attend

This programme is suitable for frontline and customer-facing staff that serve customers regularly and are keen to sharpen and improve their customer service and customer care skills.

Your Investment

Stakeholder*: BND 800.00 (5% SBS)
Non-Stakeholder: BND $ 800.00

* Stakeholders are participants from MOFE, AMBD and all domestic banks in Brunei Darussalam.

Download Brochure here

Conflict Management

 

Programme Overview

Conflicts are a natural part of business life and also the biggest threat to effective collaboration. According to a study by CPP Inc, each employee spends about 2.1 hours every week dealing with conflicts which results in the loss of productivity and efficiency. In fact, one of the most common reasons employees leave a job is due to unresolved conflicts in their workplace.

To improve success and ensure sustainability, teams need to understand conflict and manage them. However, a common issue in many organisations is that most employees and managers lack conflict management training.

If managed appropriately, conflict can increase interpersonal relationship satisfaction, creative problem-solving, and improve overall efficiency, creativity, and profitability. On the other hand, mishandled conflicts will cause organisational inefficiency, reduced productivity, and stymy innovation.

Programme Objectives

By the end of the programme, participants will be able to:

  • Understand the importance of effective conflict management;
  • Identify different types of conflicts and underlying triggers;
  • Observe behaviours that are exhibited when conflict is not constructively managed;
  • Apply conflict management techniques to obtain a positive outcome;
  • Develop their interpersonal communication styles and negotiation skills to improve settlement and avoid re-escalation.

Programme Outline

  • Introduction to conflict;
  • Conflict awareness and identification;
  • Communication styles for different personalities;
  • Understanding how conflicts escalate/de-escalate;
  • Types of conflict management techniques;
  • Rebuilding trust and establishing team dynamics.

Who Should Attend

This programme is suitable for positions that require the ability to communicate clearly and influence their colleagues and peers to improve performance and create a positive working environment:

  • Head of Departments;
  • Managers;
  • Supervisors; and
  • Team Leaders.

This programme is also suitable for junior staff to improve their conflict management and collaborative skills to achieve workplace efficiency and productivity.

Your Investment

Stakeholder*: BND $ 450.00
Non-Stakeholder: BND $ 450.00

*Stakeholders are participants from MOFE, AMBD and all domestic banks in Brunei Darussalam.

Download Brochure here

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