Customer Services and Care (key to maintain durable relationship)
Objectives

After the course, participants will be able to:

• Feel motivated to provide excellent customer service to customers, whether on the phone, at the counter or through writing (i.e. letters, emails, etc)
• Communicate effectively to provide good customer service
• Adopt a positive attitude towards handling customers, willing to go the extra mile for customers
• Exceed customers’ expectations/ needs instead of merely meeting their needs
• Practice service recovery effectively
• Apply the “No Wrong Door” Policy in their customer interactions
• Handle Difficult/ Angry customers or Customers’ Complaints
• Portray a professional image whether in speech or dressing

Course Outline

• Introduction to Customer Service
• Customer Service : Communication Skills
• Customer Analysis : Knowing your Customer
• Calming upset Customers
• Telephone Customer Service
• Internet Customer Skills
• Time Management Strategies

Professional Image, Wellness & Grooming (key techniques)

Objectives

This course is designed to teach you the basic spectrum of techniques and the usage of the right tools, which forms the foundation of this beautiful art. In addition, you will also be learning the importance of skin care and personal grooming to enhance your look even more.

Course Outline

• Identify the type of applicators
• Identify own skin tone “warm” or “cool”
• Identify own face shape
• Know the cool tips for beautiful make-up
• Know how to draw a perfect eye brow
• Know how to apply different types of eye shadow techniques
• Know how to apply right types of blushes
• Demo – make-up
• Individual hands-on

Social Media including Online Buying & Selling covering Standard and Enhanced features

Objectives

This course provides the social and digital marketing skills which are recognized and highly needed today. Learn the key social media specialisms including social campaign management, audience engagement, and content marketing. You will also learn how to use Facebook Ads, Instagram Ads and more to grow your business.

Course Outline

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

• Skype creation / skype usage
• Communication apps like wechat, WhatsApp
• Facebook creation, facebook
• Social media / social marketing
• Business tools to stay connected with the world news feed and creation of blog
• Installation of apps
• Email creation / Microsoft account creation
• Youtube searching information and learning kit online
• Google map and GPS on smart device
• Linking up smart devices in modern times
• Data storage like dropbox, gmail, facebook availability
• Using harddisk instead of CDs
• Maintaining the portable harddisk and thumb drive Enhanced Feature
• Familiarize with new technology using group or team discussion
• 1 to 1 discussion about personal issue while using new technology
• Cost effective ways to communicate while travelling overseas
• Business application of technology

English Usage for Work Environment

Objectives

This course is mainly targeted for people who need to write in a clear and professional manner but finds that they have difficulties in expressing themselves in conversation and written work. Knowing how to use grammar accurately is essential to success at work. Mistakes are embarrassing, make a poor impression on managers and colleagues, and damage customer relations.

If you are preparing a letter, report, proposal, brochure, job application or any other formal document, you can’t afford to make mistakes. The Grammar at work course will fill the holes in your knowledge, boost your confidence and help you to write in a clear and professional manner. We will review the rules in a straight forward and supportive way, it really won’t feel like being back at school. Examples from business documents and newspapers will help you to see why grammar and punctuation matter and how they apply to your everyday work.

Course Programme

1. Introduction
a. Why grammar and punctuation matter?
b. Why so many people are unsure of the rules?

2. Grammar-group discussion
a. Is grammar difficult?
b. Practice in conversational English
c. Speaking fluently with correct grammar

3. Revision of key terms
a. Nouns
b. Pronouns
c. Adjectives
d. Verbs
e. When, where and why
f. ‘Which’ and ‘what’
g. ‘When’ and ‘why’

4. Troublesome words
a. Commonly misused words
b. Commonly misspelt words

5. Punctuation – group discussion
a. The role of punctuation
b. How punctuation affects clarity
c. Differentiating errors from personal style

6. Tenses
a. Past and Present Tenses
b. Present and Past Continuous Tenses

7. A review of punctuation marks
a. Full stops-sentence and paragraphs
b. Commas
c. Colons
d. Semicolons
e. Question marks
f. Exclamation marks
g. Apostrophes
h. Quotation marks and italics

8. Exercises and feedback

Effective Presenting Skills with the add of MS Power Point

Objectives

This course focuses on the fundamentals of preparing and delivering an effective presentation. Training topics include body language, eye contact, vocal projection, content, nervousness, confidence, thinking on your feet, learning how to create impressive and understandable visual aids, properly use microphones and audio-visual equipment, find and use quotes and anecdotes to drive home key points, say and do the right thing when something goes wrong.Through interactive exercises, participants learn strategies for delivering a strong, clear message, whether to a single listener or an audience of hundreds.

Course Outline

1. Identify the benefits of a powerful presentation.
2. Apply a five-step process for preparing a powerful presentation.
3. Utilize techniques to add variety, interest, and emphasis.
4. Manage nervousness.
5. Discuss the power of visual, verbal, and vocal skills.
6. Encourage audience participation.
7. Manage difficult questions and audience members.
8. Exploring PowerPoint
9. Introducing Basic Presentation Skills
10. Using the Outline Pane
11. Correcting Spelling and Text Errors
12. Enhancing Presentation Text
13. Formatting and Editing Text
14. Inserting Clipart
15. Using Graphic Images and Tables
16. Using Slide Sorter View, Slide Show View
17. Working with the Office Assistant
18. Using Slide Master
19. Transitioning, Advancing to the Next Slide
20. Converting Text to Smart Art
21. Applying a Slide Transition, Modifying Animation

Writing Effective Business Letters, Reports, Memorandum & Minutes of Meeting

Objective

In this course, participants will learn how to write clearly, effectively and concisely.

Course Outline

1.Business Letter– Parts of the Letter
– General guidelines in Business Letters
– Enquiry Letter
– Reply Letter
– Letter of Complaint

2. Reports

– Purpose of Report
– Differences between formal and informal reports
– Format for formal and informal reports

3. Memorandum

4. Minutes of Meeting

Events Mangement 

Short Course: Events Management

Objectives: Upon completion of this programme, participants will be able to:

• understand the stages of planning for an event and how to monitor the progress accurately and effectively;
• consider the various aspects of events management e.g. timeline, budgeting, logistics arrangement, communication to stakeholders.
• be able to advise school leaders / teachers / stakeholders on the likely areas of concern
• be able to see and provide support at critical stages of an event.  

Contents:

• Definition of an event
• How event management is crucial in attaining success of the event
• Understand objectives and context of event
• Understand needs of the target audience
• Propose and communicate plan to stakeholders
• Organize and implement the event
• How to work within the timeline
• Actual day programme and duty roster
• Contingencies plan

Possible school events:

• Parent engagement sessions
• Orientation for children
• Parent-teacher meeting/conference
• School Achievement Day
• Founder’s Day

School Graduation Ceremony

Course Outline

Basic Book-Keeping & Accounting Skills