How to manage change? - using the LEGO® SERIOUS PLAY® Materials and Methodology

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.

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

In recent years, many companies have actively advocated the importance of “Learn through Play" for the physical and mental adaptation of employees, which helps reducing their negative emotions such as anxiety and depression, also expanding their flexible responses and solutions for life and workplace stress.The methodology of “Six Brick and DUPLO® Play Box” (SBPB) is developed by the LEGO Foundation, which is based on brain neuroscience and psychology. The building blocks use in people inspiration for all aspects of physiology, cognition, communication, cooperation, emotional mediation, and problem solving. Nowadays, many companies are using SBPB in corporate workshops and Employee Assistance Program (EAP), because  it is suitable for promoting the healthy mental model of employees, team cohesion, communication, pressure release, physiology health and other aspects.This course is a basic and introductory training for being a Six Bricks and DUPLO® Play Box practitioner.COURSE OUTLINE•Introductions and background  -SBPB development and theory  -SBPB components•Hands-on practices  -Role- play  -SBPB experience and discussion•Case study•SBPB application  -Design the activities  -Practice•Process of being SBPB facilitator from practitionerPROFESSIONAL TRAINERWONG Kin Wai•LEGO® SERIOUS PLAY® method and materials certified facilitator;•Six Bricks and DUPLO® Play Box certified facilitator; •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 and ISO 14001:2015 auditor;(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)CERTIFICATION (Attendance: 100%)Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.GENERAL INFORMATIONVenue: TBCMedium: Cantonese* Early bird discount is offered to enrolment made one month prior to the course commencement or online booking.** Extra discount is offered to SGS ISO 45001:2018 certified companies, or ≥2 enrolments from the same organizations.