Personal Development & Soft Skills courses

This interactive program equips frontline staff and new supervisors with the essential skills to consistently deliver exceptional guest experiences. Participants will explore the complete guest journey, from pre-arrival to post-stay, and learn how to anticipate needs, personalize interactions, and exceed expectations at every touchpoint. The course covers professional communication, proactive service techniques, and the direct impact of service quality on guest loyalty and revenue. Through practical role‑play and real‑world scenarios, attendees will gain the confidence to handle diverse guest profiles with warmth and professionalism.Contents:● The Hospitality Mindset    o    The service-profit chain: how guest satisfaction drives revenue, reviews, and repeat stays    o    Understanding hotel brand standards and service culture    o    Personal presentation standards: grooming, uniform, and professional appearance● The Guest Journey    o    Mapping the five stages: pre-arrival, arrival, in-stay, departure, and post-stay    o    Identifying service standards and key touchpoints at each stage    o    Recognizing different guest profiles and their unique expectations● Proactive Service & First Impressions   o    The power of first impressions: verbal and non-verbal communication   o    Active listening and empathy in guest interactions   o    Anticipating guest needs before they are expressed   o    Upselling and cross-selling techniques that feel natural and value-driven●    Action Planning & Wrap-up

Course concept:•    Service enhancement•    Effective upselling•    Personal achievementContents:•    30 seconds service enhancement•    Positive ways to upselling with concept of internal marketing•    Personal selling achievement•    Identify customers’ needs and wants•    Applications of FAB and NABC selling techniques•    Selling and presentation skills practice

This practical course strengthens verbal, non‑verbal, and digital communication skills essential for creating warm, memorable guest interactions. Participants will master active listening, empathy, and questioning techniques to better understand and respond to guest needs. The program addresses cross‑cultural communication, professional telephone and email etiquette, and how to project confidence and approachability in every encounter. Through guided role‑plays and real‑life scenarios, attendees will practice handling inquiries, delivering clear information, and building rapport with diverse international guests.Contents:● Fundamentals of Hospitality Communication      o The communication model      o Verbal communication: tone, pace, and choice of words      o Non-verbal communication: body language, eye contact, and facial expressions      o Creating psychological safety and warmth in every guest interaction● Active Listening & Empathy      o Techniques: paraphrasing, clarifying questions, and reflective responses      o Empathy: understanding the guest's perspective      o Dealing with guest emotions while remaining professional● Cross-Cultural & Digital Communication      o Understanding cultural differences in communication styles and expectations      o Strategies for overcoming language barriers      o Professional telephone etiquette: greeting, transferring, and closing calls      o Email and chat communication: tone, clarity, and response time● Practical Application & Role-Plays● Action Planning & Wrap-up

Agenda: Collaborative innovation management with key stakeholders10 common metrics for innovation5 Steps: from innovative ideas to productsKey factors in transforming innovative products into profitMotivating stakeholders into practicing the innovation projectFundamental principles and understanding of innovation management systems (ISO 56002:2019)Guest speakers: Colin Shek Project Manager, Business Assurance of SGS Hong Kong LimitedAn experienced project manager in property development, covering the development cycle from value proposition to design concept realization. He had conducted over 3,000 training hours of both in-house and public training workshops, covering a wide range of industries. He is also responsible for developing and managing projects to promote business growth in the area of Quality, Environmental and Occupational Health & Safety as well as Construction related areas.David ChungGroup Managing Partner of InnoEdge ConsultingA distinguished consultant with over two decades of extensive expertise in design thinking, digital business transformations. His commitment to fostering innovation is further exemplified in his facilitation of over 550 training classes and 100 innovation projects in Hong Kong and Mainland China.研討會內容︰與主要持份者協作創新管理10個常用量度創新指標從創新思維到產品的五個步驟將創新產品轉化為利潤的關鍵因素如何推動不同持份者積極參與創新項目了解創新管理體系（ISO 56002:2019）的基本原則講者 ︰石宏喬先生（Colin Shek）香港通用檢測認證有限公司（SGS）管理與保證部項目經理Colin 在建築相關領域擁有豐富經驗，擔任從價值定位到設計概念實踐的整個開發周期。 具有超過3,000小時及各行業的內部和面授培訓及有關工作坊經驗，並且負責開發和管理相關品質、環境、職業健康與安全及建築相關領域業務。鍾大為先生（David Chung）InnoEdge 主理合夥人David是一位專業顧問及講師經驗，擁有超過二十年的設計思維，數位業務轉型。他致力推動創新，在香港及中國國內舉辦超過550個培訓班及100個創新專案。

SGS has developed this course for individuals looking to become trainers or improve their existing skills and deliver effective training sessions.The eLearning course covers the knowledge required for a trainer to understand the fundamentals of how to plan, deliver and evaluate training.Completion criteria: Learners will be required to complete an 85 minute eLearning course learning the fundamentals and theory of training. The SGS certificate is available to download once you have achieved a pass mark of 80% or more in the final assessment of the course.You will be granted 12 months access to this course, effective from the date of purchase.COURSE CONTENT • Evolve your training skills• What makes learners’ learn• Creating effective training sessions• Assessing progress• Planning an effective training session• Deliver interactive training sessions• Evaluate your training delivery

SGS has designed this eLearning course to empower professionals with the knowledge and practical introduction to ISO/IEC 27001:2022.

This training introduces you to management responsibilities under ISO Management System Standards.COURSE CONTENTOverview of ISO Standards, Annex SL standardization, and the PDCA process for continual improvement.Key management responsibilities in Clause 5 (Leadership) and Clause 9 (Performance Evaluation).COURSE CERTIFICATION:On completion of this course:The SGS certificate is available to download once you have achieved a pass mark of 80% or more in the final assessment which completes this course.You have 12 months access to this course, effective from the date of purchase.

SGS has developed this course to benefit clients wishing to gain knowledge of specific automotive cybersecurity modules. COURSE CONTENTIntroduction to automotive cybersecurityISO/SAE 21434 standard overviewCybersecurity in product developmentImplementation of best practicesPRIOR KNOWLEDGENo prior experience with ISO/SAE 21434 is required, though a basic understanding of automotive systems and general cybersecurity concepts is beneficial.COURSE CERTIFICATION On completion of this course: The SGS certificate is available to download once you have achieved a pass mark of 80% or more in the final assessment which completes this course. You have 12 months access to this course, effective from the date of purchase.

SGS has designed this course to empower professionals with the knowledge and practical insights needed to navigate the implications of the EU AI Act across industries. Developed in partnership with CertX, it delivers expert guidance to help organizations stay ahead in a rapidly evolving regulatory landscape.COURSE CONTENTGrasp the EU AI Act’s framework – understand its risk-based approach and high-level requirements.Connect standards and practice – see how the Act aligns with current ISO standards.PRIOR KNOWLEDGENo Prior knowledge is required to complete this course.

The Six Sigma Green Belt training course enables you to develop and certify the technical knowledge and skills of a Six Sigma Green Belt. The course is characterized by experiential learning, personalized labs, skill-based training, practical statistics, 1:1 attention, and immediately usable decision trees and job aides.The Six Sigma Green Belt certification is based on project simulation, in-class assignments, examination, and participation.CertificationAfter successfully passing the exam, you can apply for one of the following credentials with PECB. You will receive the certificate once you comply with all the requirements related to your selected credential.PECB Certified Six Sigma Provisional Green BeltPECB Certified Six Sigma Green BeltEnrolment informationBy enrolling on this course you agree to your personal information being passed to PECB.Learners enrolling onto this course will receive an email from PECB to set up your Learner Account, course registration, access to the course materials and final exam.If you have not received this information within 5 working days please contact Global.PECB.Training@sgs.comGeneral informationParticipants will receive comprehensive training materials, compromising more than 500 pages of content, including practical examples, exercises, and quizzes.Learners may reach out to PECB to request the Attestation of Course Completion as proof of taking the course, this can be requested before taking the exam or after and is worth 16 CPD (Continuing Professional Development) credits.Candidates who complete the training but do not pass the exam can retake the exam at no additional cost within a 12-month period from the initial exam datePrerequisitesNoneThe fee for this course covers:Course Materials (for lifetime, please note that updated course materials are not included)First ExamOne resit exam (if required)PECB Certification FeeFirst Year PECB Annual Maintenance Fee (AMF) (AMF is not applicable for Foundation, Provisional and Transition Certification)