Difficult Conversations in the Workplace

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

There is an increasing number of graduated teenagers becoming entrepreneurs. However, they lack of work experience. To predict the market trend, identify the potential market threats, and react to the changes responsively are the core elements of leadership.LEGO® SERIOUS PLAY® methodology “© [2017] The LEGO Group” is a new innovative strategy tool from LEGO’s Danish headquarters. Participants will go through a creative process for facilitating meeting, communication and problem solving, and will be led via a series of questions, in order to probe much deeper into a subject.COURSE OUTLINE•Build and view each aspect of business by using LSP 3D models•Review each aspect of business from the LSP 3D modelsPROFESSIONL TRAINERMr. WONG Kin Wai•Certified and trained facilitator of LEGO® SERIOUS PLAY® method and materials•Certified and trained facilitator of Six Bricks and DUPLO® Play Box•Over 15 years experience in the fields of management and entrepreneurial consulting, auditing and training•An experienced trainer and delivers training  to a broad range of industries about quality management, project management, project development, process control and monitoring•CCAA registered ISO 9001:2015 and ISO 14001:2015 auditor•IRCA registered ISO 9001:2008/2015 lead auditor, ISO 45001:2018 & ISO 14001:2015 auditorCERTIFICATIONDelegates who successfully completed the workshop with 100% attendance will be issued a certificate by SGS HK Limited.GENERAL INFORMATIONTime:  1:00pm – 6:00pmVenue:  TBCMedium:   CantoneseFee: HK $2,500/ $2,250*/ $2,125** per person*Discount is offered to enrolment made one month prior to the course or online booking**2 or more enrolment in same organization is more effective and enjoy special discount

TOPICS COVERED IN THIS COURSEUnderstanding coachingIdentifying the need for coaching as a leadership style in the workplace to develop individual and team capability.Characteristics of great coachingDefine and apply the five definite characteristics that distinguish superior coaching from other such conversations.Core communication skills for coachingIdentify and apply the core communication skills to clarify understanding and maintain motivation.The GROW modelDecide what to do and commit to action using this simple yet powerful framework for structuring a coaching session.Follow-up and building accountability around deadlinesChecking your coaching performance and hold follow-up conversations to build accountability around the outcomes or goals that have been agreed upon and committed to.The power of praiseIncrease self-confidence and motivate someone to challenge themselves by highlighting their efforts.The added power of constructive feedbackUse a six step method to ensure your feedback has constructive value and doesn’t come across as critique or criticism.Strategies for building trustPractical techniques to develop trust and allow both parties to feel safe and comfortable with one another.