THE RIGHT ATTITUDE/S IN DEALING WITH PEOPLE

1. Behavior Shaping
2. The Techniques
3. The Methods
4. How to Get the Best “Reaction”

UNDERSTANDING THE BEHAVIOR/S OF STAFF AND CUSTOMERS

1. The Reasons
2. The Causes
3. How to Handle Difficult Situations
4. Creating and Negotiating for “WIN-WIN”

PROPER TELEPHONE TECHNIQUES
Essential skills that you need to demonstrate when speaking to colleagues and clients locally and internationally on the phone:

1. Receiving calls
2. Making calls
3. Taking down Messages
4. Transferring the line
5. Ending calls
6. Effective Usage of the telephone
7. Telephone Scripting
8. The Right Methods

TECHNIQUES IN COMMUNICATING WITH CUSTOMERS EFFECTIVELY

1. The Proper Language
2. The Right Words to Use at the Right Time
3. The Usage of Appropriate Words and Phrases
4. Components of vocal expression – pronunciation, volume, pitch, intonation, etc
5. Choosing the positive language
6. Asking the right Question
7. Using the right tone for the best results
8. The role of body language

PORTRAYING THE RIGHT IMAGE

1. The Professional Image
2. Proper Deportment and Grooming
3. How to Always be Presentable and Professional in your dealing

ONE TO ONE CONVERSATION
Essentials skills that you need to have in order to converse with other people:

1. Starting, maintaining and closing a conversation
2. Asking and giving personal information
3. Making a request, accepting a request and declining a request
4. Asking and giving an opinion
5. Agreeing and disagreeing

COURSE TRAINER
Mr. Mohd Riza bin Haji Mohd Jan,  PJK

He holds a degree in Corporate Administration (UiTM), Institute of Chartered Secretaries & Administrator (ICSA) and Diploma in Education (TESL) from Ministry of Education. He is a certified MLVK Internal Assessor and PSMB Certified Trainer (TTT/0466).

He was a teacher before furthering his studies at Mara University of Technology (UiTM). Upon graduation he lectured for UiTM Diploma programme and later joined a MNC company i.e. Samsung SDI (M) Sdn. Bhd. There he was made responsible for Manpower Planning & Development and support the whole spectrum of Human Resources.

He was later invited to join PERHEBAT, an agency under Ministry of Defence (MINDEF) to plan, coordinate and conduct human development program  for the Arm Forces personnel.
 
The task brought him all over the country in training series and providing consultancies. In addition, he also cooperates in providing training & module development for various government agencies.

With his vast experience, he spearheaded Training & Development for a MNC company i.e. YAMAGATA (MALAYSIA) Sdn. Bhd. and run training programs in the area of Human Resource Management, Motivation, Self Development, Effective Supervisory,Teambuilding, Positive Work Attitude, Entrepreneur Development, Communication, English for Business and many others.

He was conferred Pingat Jasa Kebaktian (PJK) by the state of N. Sembilan Darul Khusus and at present, he manages his own venture while conducting training or human development programs upon request of various organisation.