Tuesday, 31 May 2016

Managing Challenging and Difficult Employees - - Turning 'Negatives' Into 'Positives' - adv

 
 
  CBS Centre for Behavioral Science. Professional Training for the Real World Friday, June 17th 2016

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Terms and Conditions apply.

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This Issue

Course Information
 
Date:   17 Jun 2015 (Fri)
Time:   9am to 5pm
Venue:   Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road
Fee :   S$500 (NETT) |
S$200(After PIC Cash)
 
* Inclusive of teabreaks and lunch

To register, please contact Jaslyn
@ 9767 9686 / 6278 9785 or
jaslyn@cbsgroup.com.sg

Registration is on a 1st come 1st serve basis. Register early to avoid disappointment.
Click here for registration form
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1 Day Workshop on Managing Challenging and Difficult Employees
- Turning 'Negatives' Into 'Positives'
 
Introduction
 
How to deal with challenging behaviour at work?

Managing people effectively requires an understanding of an individual's external and internal drivers as well as broad communication skills. Clarity on employees' drivers leads to effective incentivizing and creates long-term traction. At the same time, developing communication strategies for dealing with challenging employees allows managers to monitor and measure engagement and productivity, and ensure individuals on the the team are productive and positioned to meet their targets.

When dealing with challenging employees, managers require a more robust toolkit to help them align employees with their teammates, contribute effectively to the organization, and understand how their performance and attitude impacts their own careers as well as the effectiveness of those around them.

In this workshop, you will learn effective techniques and acquire tools to deal with employees whose behaviour and/or attitude negatively impact team performance.
 

 
Workshop Objectives
 
  1. The extent of the leaders and employees responsibilities in ensuring performance standards are met.

  2. Identify types of difficult employees

  3. Why employees become 'difficult'.
    • Understand human motives
    • 3 areas that contribute to performance gaps

  4. What the leader can do

  5. Understand the 5 Stage Coaching process

  6. Understand the 5 elements of motivation and how these are incorporated into the 5 Stage Coaching process for dealing with difficult employee

  7. Learn and apply communications skills in the coaching process that engages the employee in empowerment and taking responsibility

As a result of applying what you have learnt, you will gain the added benefit of:
  • improving you confidence to lead and manage your staff

  • improving the working relationships within your team

  • being seen as a capable and effective leader

  • being the leader who gave the opportunity for a difficult employee to avoid becoming a failure but instead to have a successful career.
 
For Whom
 
This workshop is designed for anyone who wants to manage people effectively and build high performing teams.
 
Testimonials
 
Rodney was clear with his presentation and was able to provide comfortable alternative solutions to manage difficult situations.

- Manager NUHS

Rodney has provided alternatives to handle employees in different work context. Through effective communication tactics and K.S.A approach, employees faces can be understood and furthermore improve on their performance.

- Assistant Director, NUHS

Rodney is an Excellent Speaker! I will recommend my colleagues to go for the course too!

- Manager, Sea Consortium

Rodney has wealth of experience dealing with people in the workplace. He has showed many interesting anecdotes from which we can learn from"

- Senior Executive, Natsteel
 
About the Trainer
 
Michael Lum
 
Rodney Woulfe is a Performance Coach and Counsellor who brings over ten years of experience in the designing and facilitation of programs in Personal development.

Rodney conducts workshops on Leadership Development, Counseling and Coaching skills in the areas of Performance Enhancement, Preventing Job Burn Out, Dealing with Traumatic events. For all levels of staff Rodney conducts workshops on Developing Emotional Intelligence, Self Motivation, Stress Management and Life Balance.

Besides conducting workshops, Rodney provides personal one - to - one counseling for employees on performance enhancement, depression and burnout, post - traumatic stress disorder and relationship issues. He also provides Personal Coaching to Managers and Leaders to help them identify more effective strategies for counseling, coaching and leading their staff.

Some of Rodney's clients have included Nokia ( Asia Pacific ) , National University of Singapore, Singapore Immigration, Singapore Prisons, Singapore Police Force, Singapore Civil Defense Force, GIC Real Estate, Cargill, Great Eastern Life Assurance, CISCO Systems , BRAC Bank ( Bangladesh ), The GreenAsia Group, Jones Lang, Roper ( South East Asia), Goodrich Aeroframes, Mendaki, Imaginings, Asian Women's Welfare Association Centre for Caregivers, Social Service Training Institute,

Rodney has an MBA ( in Training and Development ), and a Masters degree in Counselling. He is certified in the practice of Reality Therapy, Emotional Intelligence Development, Behavioural Consulting and in the use of the DISC and Enneagram profiling systems. He is also an Advanced EFT practitioner in energy psychology.
 
 
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Speaking Persuasively - The Charismatic Communicator - adv

 
 
  Friday, July, 8th, 2016

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Note:
 
Companies can claim 400% tax deductions or 60% cash payout of total training expenditure under the Productivity and Innovation Credit (PIC) Scheme.

Terms and Conditions apply.

For more information, please check out IRAS website here
This Issue

Small hr
Course Information
 
Date:   8 Jul 2016 (Fri)
Time:   9am to 5pm
Venue:   Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road
Fee :   S$500 (NETT) |
S$200 (After PIC Cash)
 
Inclusive of teabreaks and lunch

Registration is on a 1st come 1st
serve basis. Register early to avoid
disappointment.
Click here for registration form

For more information; please contact Jaslyn @ 9767 9686 / 6278 9785 or jaslyn@cbsgroup.com.sg

Small hr
Unsubscribe

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1 Day Speaking Persuasively - The Charismatic Communicator
 
 
Persuasion is the art of getting people to do something they wouldn't ordinarily do if you didn't ask.

            Aristotle
 
 
Introduction
 
In general we don't get what we want by lying down, screaming hysterically and drumming our heels on the floor. This workshop involves a more subtle process in which we consciously seek to establish rapport with the persons we are trying to persuade. Those people who are interested in other people find easy to build rapport, but these skills can also be learned. This workshop will help you to acquire some simple techniques which will help you to do so. The art of persuasion, of influencing the people around you, is a vital skill in the workplace. Without it you will be simply ineffective. Sure you can get people to do what you want by exercising your authority and bend people to your iron will by coercion or manipulation, but at the cost of trust and long term co-operation. Today businesses are run largely by cross-functional teams of peers and populated by baby boomers that show little tolerance for unquestioned authority. Work today gets done in an environment where people don't just ask 'what should I do?', but 'why should I do it?' To answer this 'why' question effectively is to persuade. What separate the master persuaders from the rest it's that they have an ability to understand what is going on in the other person's head. More and more researches confirm that both in our working and personal lives it is persuasive skills that separate those who succeed from those who are less successful.
 
 
 
Learning Outcomes
 
  • Understand the power of persuasion.
  • Apprehend why listening skill is so crucial in the art of persuasion.
  • Understand how to say the right thing at the right time, can improve skills in influencing other people.
  • Acquire the principles to Influence, even those 'difficult people'.
  • Persuasion techniques
  • Learn the essential steps of effective persuasion
 
Programme Outline
 
  • Meta Communication skills
  • Relationship skills
  • Modelling behaviour
  • Motivational
  • Confidence & Self-esteem
  • Leadership
  • Talent Management
 
Who Should Participate
 
A must attend for people who want to become more adaptable communicators and use this skill to enhance their interpersonal communication at work and in their personal lives.
 
CBS Master Trainer
 
  LEONARDO TALPO
MSocSc (Counselling)
NLP Master Practitioner
 
Leonardo is an energetic Training Facilitator, Relationships Counsellor & Personal Coach whose sense of humour together with his relaxed and confident style can be of real inspiration to his clients and audiences.

In the corporate environment he is an expert in the area of 'Communication-Relationships at Work' & 'Emotional Competence'. He brings to his clients his creativity and experience in the business world, blended with the wisdom and experience gained through his own life challenges and his several studies in the area of human development.
By combining his knowledge in Psychology, Counselling and NLP coaching techniques, together with his long term business experience in the corporate world, Leonardo has the capacity to help people, business executives and companies to create solutions to today's challenges of retention, recruitment, work-life balance, stress, relationship conflict and burnout. Leonardo's passion is to promote cultures where individuals thrive to be efficient and productive, while taking care of their health and wellbeing.

Leonardo has twenty years of professional experience as a senior executive in the corporate business. A native Italian, he has lived in Singapore since 1995, and traveled extensively for business in Asia-Pacific, the Middle East and Europe. Through his international exposure, he has developed a deep understanding of several cultures, becoming a real expert in multiculturalism.
 
Leonardo has trained people from
 
  • NUS - National University of Singapore;
  • The Esplanade;
  • RC Hotels Pte Ltd;
  • SMU - Singapore Management University;
  • EMA (Energy-Market-Authority) Singapore;
  • Nanyang Polytechnic;
  • Quintiles East Asia Pte Ltd;
  • Sanofi-Aventis Singapore Pte Ltd;
  • Singapore Prison Service;
  • Seagate Technology International;
  • Apple Computer Singapore;
  • Bovis Lend Lease Asia;
  • National Heritage Board;
  • Republic Polytechnic;
  • McGraw-Hill Education (Asia); Singapore Technologies Kinetics Ltd;
  • DSO National Laboratories;
  • Keppel FELS Ltd;
  • Visentic Solutions Pte Ltd
  • Caterpillar Asia;
  • Cosmos Chemical (S) Co Pte Ltd - Singapore;
  • JTC Corporation Singapore;
  • Mitsui & Co. (Asia Pacific) Pte Ltd; DHL In-House Consulting;
  • OUB Bank;
  • NTUC;
  • Philips;
  • Reuters Singapore;
  • Rider Levett Bucknall – Singapore;
  • Siemens Medical Instruments;
  • Philip Morris Singapore Pte Ltd;
  • SMRT Taxi;
  • SIM - Singapore Institute of Management; Singapore Customs; DMG Singapore;
  • DBS Bank;
  • Total Oil Asia Pacific Pte Ltd;
  • Zuellig Pharma Singapore;
  • Lantiq Asia Pacific Pte Ltd.;
  • SingTel - Singapore
 
 
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Saturday, 28 May 2016

Incredible Email Marketing Tips To Launch Your Business To New Heights

By Miller Alexander


Email marketing is a marketing method that uses emails to promote to customers. To some, this can sound a bit difficult, but it really isn't. Using email marketing to reach your customer base isn't as hard as you might think, especially if you pay close attention to the tips in the following article.

When following up to your customers via email, you could try following up with some kind of reminder. For example, you could add a "visit today" button onto your ad. In addition, the closing of the postscript could inform your customers to make sure they do not disregard the CTO.

To keep your email recipients engaged, use various sequences for different types of readers. For example, if you get an email address from a sale, that customer should receive a very distinctive welcoming email than a reader whose email you received from a lead. If readers aren't getting what they want from emails, then they simply won't read them.

Be persistent with your email marketing messages. It can take as many as twenty emails to one prospect before you routinely have their attention. Try telling a good story through your messages. Hook them with a few messages and let it unfold over a series. Running contests that span several weeks are good way to do this.

Maximize the results of your email marketing by encouraging your readers to respond to every email. Always read and reply to these emails immediately. Building a personal relationship with each of your readers is the best way to convert them into loyal customers. This is also a good way to get more specific feedback on the success of your efforts.

In the end, the goal of digital marketing is to make a sale. Your emails should make your readers want to buy your products. Share new product information, coupons, discounts and new promotions with your readers.

A double opt-in list is a great way to ensure that anyone who signs up for your list actually wants to be there. Although it is an extra step for your customer, you can be more confident that your customer is genuinely interested and it also reduces the risk of trouble with your email provider for spamming.

While you want to use your email marketing to improve your sales. The only way to get potential customers to read your emails is to convince them that they have value. To do this, your emails should always contain concrete, useful information and relevant links, and not just generic sales fluff.

When you know what to do, creating an email marketing campaign will be easy, effective and profitable. You'll better your online reputation while building profits, and the initial investment of both time and money is small. There is no better way to grow your business, so start creating your campaign today!




About the Author:



Friday, 27 May 2016

Aron Ralston And His Tragic Survivalist Story

By Walter Campbell


During year 2003, a guy named Aron Lee Ralston had a painful accident in Utah and the event was even the inspiration to one of the notable movies released in 2010 called 127 Hours starring James Franco. For five challenging days, a boulder made him unable to escape the Blue John Canyon which led him to have an idea of escaping by amputating the right arm using a very dull pocketknife. He still managed to live even when the thought of it is hard to imagine.

When the occurrence did not happen yet, this man has been noted for being a good motivational speaker, outdoorsman, or even an engineer. He spends a lot of his free time in climbing many mountains like the ones in Colorado of about fourteen thousand feet or canyoneering. That is not detailed enough so here is what really happened during the risky survivalist story of Aron Ralston.

It was in Utah, specifically at eastern Wayne County, where he was able to hike alone last April 26, 2003. What caused him to have a crushed right hand was due to a dislodged boulder when he arrived on a slot canyon. The biggest mistake is he did not give any information to anyone before which he was hiking so not a single person searched for him being stuck there.

He became sort of hopeless while staying there in five days and he slowly ate his two burritos and drank limited water while finding ways to get the arm out of the rock. On its third day, dehydration met his fate and he already got desperate in cutting his right arm. With the tourniquets he had at hand, he did experiments on how to properly cut by amputating a forearm to practice.

On day four, it crossed in his mind to finally do an amputation deep within his bones and he disregarded the fact that he had the worst tools for use. He also forced his self in saving the urine he excretes only to drink it later especially on day five when there was already nothing to eat and drink. He brought a videotape so he used that for bidding goodbyes to the whole family and also managed to carve on walls that indicated his name, date of birth, or assumed date of death.

In amputating, he used the two inch knife for that. It got super dull which was caused in the carving. Still, he was successful.

He went back to the vehicle but there was no sign of a phone and he had to continue walking under the heat of sun while being injured. There were three people on a family vacation in sight. They even offered some Oreos and water while waiting for the authorities to arrive and help the man.

He might have died if he bled to death but that did not happen even in losing weight. Individuals who rescued him finally arrived and brought him to a helicopter. He got saved while he got an amputated arm for six hours with no treatment.

He said that he might be dead if he only wanted to be rescued. In returning to the site, fact was that thirteen men have to push a boulder. He also scattered ashes of his cremated arm in the area.




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Developing Emotional Resilience for Success - Recover Quickly from Disappointment, Challenges and Failure - adv

 
 
  CBS Centre for Behavioral Science. Professional Training for the Real World Friday, June 3rd 2016

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Note:
 
Companies can claim 400% tax deductions or 60% cash payout of total training expenditure under the Productivity and Innovation Credit (PIC) Scheme.

Terms and Conditions apply.

For more information, please check out IRAS website here
This Issue

Course Information
 
Date:   3 Jun 2016 (Fri)
Time:   9am to 5pm
Venue:   Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road
Fee :   S$500 (NETT) |
S$200(After PIC Cash)
 
* Inclusive of teabreaks and lunch

To register, please contact Jaslyn
@ 9767 9686 / 6278 9785 or
jaslyn@cbsgroup.com.sg

Registration is on a 1st come 1st serve basis. Register early to avoid disappointment.
Click here for registration form
Unsubscribe

If you no longer wish to receive our email advertisements - please reply "unsubscribe" as the subject. Thank you
   
1 Day Workshop on Developing Emotional Resilience for Work Success
- Be Emotional Resilient and Recover Quickly from Disappointment, Challenges and Failure
 
Introduction
 
Emotional Resilience - It's the armour you need for modern life

Being emotionally resilient is an essential ingredient in our personal success. It gives us the strength to persevere through tough times, to bounce back from mistakes and failures, to keep our heads on our shoulders and not give up until the success we are after is achieved.

The ability to be emotionally resilient is more than just the ability to put our heads down and plow through until we make it, although this might be required at times. It includes the ability to keep things in perspective so that we don't get lost in our striving; the ability to see things in perspective and to keep our life in tack and on track as we strive towards our goals.

In this workshop, you will learn how to use your emotions, internal drivers and strengths to achieve the type of success you want for yourself.
 
Course Objectives
 
Resilience is not something you are born with, it is something that you can learn.

  1. Understand what Emotional Resilience is and is not about
  2. Understand emotions and underlying thinking
  3. Understand and develop the 5 areas for Emotional Resilience
    - Ownership, Meaning and Purpose, Self Awareness, Constructive thinking, Constructive behaviours
  4. Identify and apply emotional anchors for stabilizing negative emotions and increasing positive emotions to keep on track
  5. Integrating self talk, constructive thinking and constructive behaviours

As a result of practicing the skills in this workshop, you will gain the added benefit of :

  • being seen as someone who is dependable through tough times
  • developing your own sense of self confidence
  • being able to see and take hold of the opportunities that will be presented to you in life
 

 
For Whom
 
  • Employees who are keen to understand and develop personal and emotional resilience to manage everyday stresses in life (work and personal).
  • Employees who want to build their capability and resilience skills in navigating and leading through organisational change and challenge.
  • Leaders and managers who want to develop leadership resilience to lead effectively through organisational change and challenge.
  • Leaders who want to build teams that are resilient to workplace stress to maintain their engagement and success through tough times.
 
Testimonials
 
Rodney is a very good trainer; I have totally enjoyed his course. The course has taught some very useful techniques to overcome failure. I will highly recommend this course to my colleagues.

- Senior Manager, Housing Development Board

The role-play was very practical and helpful; it has allowed me to have a better understanding of the course. After the course, I feel more motivated and confidence to handle setbacks.

- Manager, Orange Business

This was a very interactive and engaging workshop. I learn to see things in perspective and to keep our life in tack and on track as we strive towards our goals.

- Executive, Far East Management

I feel a lot more confidence after completing this course. I have learnt some simple yet important tools for responding in a kind way when we experience painful emotions. Thank you Rodney !

- Lecturer, Nanyang Polytechnic
 
About the Trainer
 
Michael Lum
 
Rodney Woulfe is a Performance Coach and Counsellor who brings over ten years of experience in the designing and facilitation of programs in Personal development.

Rodney conducts workshops on Leadership Development, Counseling and Coaching skills in the areas of Performance Enhancement, Preventing Job Burn Out, Dealing with Traumatic events. For all levels of staff Rodney conducts workshops on Developing Emotional Intelligence, Self Motivation, Stress Management and Life Balance.

Besides conducting workshops, Rodney provides personal one - to - one counseling for employees on performance enhancement, depression and burnout, post - traumatic stress disorder and relationship issues. He also provides Personal Coaching to Managers and Leaders to help them identify more effective strategies for counseling, coaching and leading their staff.

Some of Rodney's clients have included Nokia ( Asia Pacific ) , National University of Singapore, Singapore Immigration, Singapore Prisons, Singapore Police Force, Singapore Civil Defense Force, GIC Real Estate, Cargill, Great Eastern Life Assurance, CISCO Systems , BRAC Bank ( Bangladesh ), The GreenAsia Group, Jones Lang, Roper ( South East Asia), Goodrich Aeroframes, Mendaki, Imaginings, Asian Women's Welfare Association Centre for Caregivers, Social Service Training Institute,

Rodney has an MBA ( in Training and Development ), and a Masters degree in Counselling. He is certified in the practice of Reality Therapy, Emotional Intelligence Development, Behavioural Consulting and in the use of the DISC and Enneagram profiling systems. He is also an Advanced EFT practitioner in energy psychology.
 
 
Copyright 2007-2016 CBS. All Rights Reserved
We sincerely apologize if you find this email an intrusion of your privacy or a source of inconvenience to you.
If you no longer wish to receive our email advertisements - please reply "unsubscribe" Thank you.
 

Thursday, 26 May 2016

Tips On Surviving A Power Outage In Your Neighborhood

By Jennifer Allen


It can be pretty inconvenient when you experience the unfortunate situation of your electricity suddenly going out. When power outages occur, people often go in a panic, but you should not worry too much about it especially if it is done to make some necessary repairs to the system. To help you survive this temporary ordeal, here are some important things you need to consider.

You must understand that there are reasons for outages happening in the first place. It might be because of faulty mechanisms that need repair or perhaps it was deactivated due to incoming storms that might cause severe damage. Quite often, these things are given advanced warning from the utility providers, so people will have ample time to plan ahead when surviving the grid going down.

Stock up on alternative sources of illumination because you will need them, especially if the outage occurs during nighttime. Candles and lanterns are acceptable, but you need to be careful when using them due to being potential fire hazards. Other good light sources include flashlights and portable emergency floodlights. For the latter option, make sure to have some batteries on hand for them.

Perishable food items stored in your fridge are in danger of being spoiled right after the power goes out of service. As such, you need to take them out and cook them straightaway before they turn inedible. And you need to ensure that there will be no leftovers because the refrigerator is out of order and any extras will not be stored properly unless there is active refrigeration.

In relation to the previous point, your kitchen pantry must be stocked with canned goods and other food items that do not require refrigeration. This will be especially helpful since majority of such products can simply be opened and reheated on your gas stove. However, you should use them only when you have consumed all of the perishables in your fridge first.

When your electric stove is unfortunately out of commission due to the cutoff, then be resourceful and use other means to help cook the food you need to eat. Think about buying a portable butane stove used for camping as this is adequate for things like boiling water and heating canned goods. This will surely be a useful investment for contingency measures such as power outages.

Make sure that right after a power cutoff announcement has been dispatched, you should fully charge your mobile phone. You will not be able to use your landline or computer to communicate with others, so it is crucial that your smartphone has a full battery charge. Use it only for important calls and messages since you do not want to waste the battery by doing unnecessary things on it.

Lastly, take this opportunity to get out of the house and enjoy activities from places that have backup power such as malls. If the outage happens during daytime, then allow yourself to hang out at a public park while reading a good book you have been meaning to read for a while. Just because there is no electricity does not mean you have no options to entertain yourself in the interim.

So as you can see, there really is no reason for you to go into hysterics when the electricity disappears. By following the advice mentioned in this guide, you will surely survive the awkwardness of not having any electric power. Stay positive and remember that this is only a transient period.




About the Author:



Wednesday, 25 May 2016

Techniques To Use To Buy Essays Online Cheap

By Amy Wallace


All people who have had to go through college education would attest to the numerous instances where the experience was overwhelming. More often than not, a tutor is likely to have high expectations on each of his students. A lecturer might give his students a hectic assignment even knowing very well that the same students have loads of coursework to complete. Most students run into difficulties when assigned lengthy dissertations even when they already have lots of coursework to cover. Thanks to improved technology, one can buy essays online cheap nowadays.

Although most people despise this kind of business, the fact is that those who need them have their own reasons for placing orders. For instance, there are students who might be tied down by multiple projects that ought to be done simultaneously. There is no doubt that such students have little to no time to accomplish their tasks most times. With a little assistance from well known writing firms, such students can reduce the loads on their end.

These days, there many ways through which people can get access to quality work. The internet offers a good avenue for good work. The most admirable thing is that content providers do not limit their writings solely to students. Bloggers who might have run out of content to publish on their sites can get fresh writings at affordable costs.

To get the best out of their deals, clients should only use content from renowned sites. There are several scam artists posing as genuine essay companies on the web. Going through reviews prior to making any payments is a good idea.

As stated before, not all content mills are authentic. There are sites that offer plagiarized content. Those who go ahead and use such content inadvertently risk facing legal complications along the way. On a positive note, there are many tools that can help clients find out whether the essays they want are original or plagiarized. Some of these software tools are actually available online free of charge.

The number of bloggers opting for unique content is on the rise. With unique content, a blogger can increase traffic to his site. In this case, the resulting profits outweigh the initial investment. As a blog gets more hits, it can get requests for ad postings from advertising agencies. The web undoubtedly has lots of things to offer.

A buyer should always keep some crucial factors in mind before offering to pay for anything. Firstly, one should know the type of writing he wants. A content provider is likely to group its publications in different categories. This is the only way to enhance variety. What is more, it helps one narrow down his search. A publication may be about politics, beauty, education or home improvement just to mention a few.

All acquired content should be easy to read and unique. Simply put, there should be some element of originality. There are laws that protect personal content. Using published writings without seeking permission from those concerned is illegal. Clients always offer reviews on the sites whose products they have used before. By analyzing reviews, buyers can make the right decisions. Nowadays, most service providers accept payments made electronically.




About the Author:



Coping with Internal and External Customers - Dealing with Unhappy Customers and Colleagues more Effectively - adv

 
 
  CBS Centre for Behavioral Science. Professional Training for the Real World Friday, 1 July 2016

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Note:
 
Companies can claim 400% tax deductions or 60% cash payout of total training expenditure under the Productivity and Innovation Credit (PIC) Scheme.

Terms and Conditions apply.

For more information, please check out IRAS website here
 
This Issue

Course Information
 
Date:   1 Jul 2016 (Fri)
Time:   9am to 5pm
Venue:   Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road
Fee :   S$450 (NETT) |
S$180(After PIC Cash)
 
Inclusive of teabreaks and lunch
 
To register, please contact Jaslyn
@ 9767 9686 / 6278 9785 or
jaslyn@cbsgroup.com.sg

Registration is on a 1st come 1st serve basis. Register early to avoid disappointment.
Click here for registration form

Small hr
Unsubscribe

If you no longer wish to receive our email advertisements - please reply "unsubscribe" as the subject.
Thank you
 
   
1 day Coping with Internal and External Customers
- Dealing with Unhappy Customers and Colleagues more Effectively
 
Introduction
 
Every company will experience complaints and problems made by demanding customers both internally and externally. No wonder those service providers who handle such issues effectively will stand out well. They will be able to salvage from loss of trust and goodwill; eventually win back the customers and of course, win back the co-operation and business. This course presents the techniques and tools to communicate and influence both internal and external customers when service personnel do not know how to meet customers' needs and expectations and yet have to deliver customer satisfaction.
 
Course Objectives:
 
At the end of the course, participants will be able to:

  • Understand people and the way they behave
  • Present the pillars of successful service
  • Take criticism and give constructive criticism positively and confidently
  • Handle difficult people and the sensitive situations better
  • Handle emotions such as anger and stress more effectively
 
Course Outline:
 
  • Understanding people's behavior and thinking
  • Conflicts resolutions in a Win-Win manner
  • Managing own anger and stress
  • Managing others' anger and stress
  • Effective communication and response
  • Working with assertiveness
  • Effective team spirit in problem-solving and decision-making
  • Getting the most out of your relationship with others
 
Who Should Attend:
 
Managers, Executives, Supervisors and Staff members.
 
Testimonials:
 
"Excellent course. Great delivery and trainer was concise and succinct during the presentation. High level key values that make an impact rather than minute details which would be forgotten or lost over time. Thanks, Catherine

- Manager, Republic Poly

"Interesting trainer, able to capture the attention of the class and spice up the atmosphere for conducive learning. It was excellent, and I highly appreciate it."

- Executive, Ministry of Home Affairs

"I found Catherine to be extremely confident, patient, and knowledgeable. I learned many things from this course which will be useful for me in my everyday dealings."

- Customer Service Manager, MSIG
 
CBS Master Trainer
 
Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation's training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.
 
 
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