Effective Customer Complaint Handling Skills Workshop

In a company wide internal review at Google in 2013 to establish what made an effective manager, “being a good coach” came top of a long list—trumping technical expertise. The millennial generation, who already constitute the largest segment of the workforce, crave coaching by their managers (HBR). In a 2017 Financial Times survey that asked what skills employers are looking for in MBA graduates, coaching was listed as being one of the most difficult to recruit.A Good Coach makes things happen, maximize resources and inspire. It’s the extraordinary quality that solves problems and helps the individual come to a new level understanding of what is possible. And it’s the skill and talent to influence and guide others to make real breakthroughs and create lasting change. This workshop aims to develop the coaching core competencies of management team using the “Coaching Skills”. The objective of this workshop is to develop the managers to be a good coach for high performance team with energy, creativity, courage, faith and determination — to achieve goals. It will also help raise self-awareness in others and motivate and encourage self-responsibility within those being coached.COURSE OUTLINESSession 1 - Leadership Style•    People or Task Oriented•    V-Shape Leader StyleSession 2 - Why Coaching?•    What is (and is NOT) Coaching•    The Coaching Core CompetenciesSession 3 - Questioning Techniques•    Science of Coaching Question•    Art of Coaching CommunicationSession 4 - Motives Identification•    Need differences of Coachee•    Kick the right motive for High PerformanceSession 5 - Relationship Building•    Trust and Rapport•    Happiness DNA & Possible SpiritSession 6 - Execution•    GROW2 Model•    Follow-up and Feedback with Praise or CriticismCERTIFICATION (Attendance: 100%)Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.GENERAL INFORMATIONVenue: TBCMedium: Cantonese*Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking**2 or more enrolment in same organization is more effective and enjoy special discount

Change is like a dice. Change may be a profound impact on a company or project. It can make things success, or failure.An organization/ project leader should predict this possibility effectively, then have a comprehensive analysis, and prepare for the response beforehand; monitor the execution and also analyze the result afterwards.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 OUTLINE1. Warm up with LEGO bricks2. Understanding yourself and others3. Determine impacts and those affected4. Set the goals for CHANGE5. Identify the useful solutions/ resourcesPROFESSIONAL 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 COURSEUsing your leadership style to get resultsTeam leaders who have the ability to use the six different styles in combination will have the best outcomes in most situations.Leadership power and influenceIt is crucial for leaders to understand various types of power and the differences between the two main categories they come under - personal and positional.Evaluating team effectivenessIdentify how your team is working now and uncover specific areas you, as a team leader, can address to improve their effectiveness.Five dysfunctions of a teamBe aware of the five potential barriers to team cohesiveness leaders and organisations often fall prey to so you can proactively avoid or manage them.Trust and credibilityLearn about the importance of building a culture of trust and eight practical ways you can demonstrate your credibility as a leader and build trust in your team.Team building and dynamicUsing the Tuckman model of forming, storming, norming, performing and adjourning, identify the stage your team is operating and how to help them evolve and develop.Teams in troubleLearn how to avoid and overcome obstacles such as team frustration, dissatisfaction, staff turnover and loss of faith in their concept of teamwork.Conflict within teamsPrevent and minimise conflict through a proactive and positive approach to dealing with differences within the team and develop your approach to facilitating positive outcomes.