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健康的人際關係應該充滿信任和活力，這都是基於彼此真誠的接觸及交流所得。香港通用檢測認証有限公司 (SGS) 以樂高六色積木與遊戲箱設計了不同的遊戲，使員工放鬆心情，引導他們了解自己的不足、處理和反思自我與他人的關係，這都有利於營造愉悅的工作氣氛，使公司充滿活力和生機。「六色積木和遊戲箱」是一種全人發展的引導方法，以積極探索、創造和學習，從而發展個人的認知、情感、社交能力及創造力。它是由樂高(LEGO®)總部和樂高基金會與腦神經科學、心理學和教育專家合作開發。PROFESSIONAL TRAINERWONG Kin Wai•LEGO® SERIOUS PLAY® 認可引導師•SIX BRICKS & DUPLO ®   PLAYBOX認可引導師•+15 年管理及企業顧問、審核及培訓經驗•於質量管理、項目管理、項目發展、流程控制及監控領域有豐富的培訓經驗•CCAA 註冊 ISO 14001 及 ISO 9001 審核員•IRCA 註冊 ISO 45001、ISO 14001 及 ISO 9001 審核員證書香港通用檢測認証有限公司將頒發證書予完成工作坊之參加者課程資訊時間: 10:00am – 13:00pm地點: 待定語言:廣東話費用: 每位 HK $1,500/ $1,350*/1,200**，包括一套六色積木。*網上報名或開課前一個月報名可享受早鳥優惠。**SGS ISO 45001：2018認證的公司，或者2人同行，可享受額外折扣。

TOPICS COVERED IN THIS COURSEAssessing your time managementLooking at the five areas of goal setting, prioritisation, managing interruptions, procrastination and scheduling.Identifying and setting prioritiesThe urgent vs important tool is essential when facing a demanding workload.Time management strategiesUse a time management matrix to prioritise according to urgency.Identifying time stealers and time wastersImplement strategies to reduce or stop the impact of time stealers and wasters.Managing your work environmentUnderstand how your work environment may contribute to time wastage and what to do about it.Managing meetingsUnderstand the five main elements of effective meetings.Stop other people's prioritiesBecome yours Make the right choices when people bring you problems, issues, or tasks that don't help with.The art of saying 'no'Learn the power of a positive 'no' and how to deliver it in a way that's honest and respectful.

COURSE OUTLINESession 1: From Service Operating Procedures to Customer Experience Mastery  Understand the three core factors for creating customer experience  Know how to use Jungian archetypes to analyze the positioning, strength and constrains of your current service  Learn the relationship between Maslow Hierarchy of Needs and four levels of impactful experience  Realize the concept, framework and applications of 4C Service ModelSession 2: From “Feel Fine” to “Feel Good” Customer Experience  Know the importance of customer’s five senses management for creating positive impression  Understand how to align with customer’s communication styles for building rapport  Realize the effective ways to identify customer’s decision making patterns for establishing mutual trustSession 3: From “Feel Good” to “Feel Great” Customer Experience  Recognize the relationship between personal traits, life events and perception of experience  Know the five major elements of total-customer- experience and their individually function and synergetic effect  Learn how to create the impactful customer experience though customized pre-experience and post- experienceSession 4: From “Feel Great” to “Feel WOW” Customer Experience  Understand the concept of Peak-End Rule and how it help us to create wonderful experience for customers  Know the major elements and procedures for creating customer’s pleasant surprise  Realize how to design a happy and memorable touch point at the end of customer journeyCERTIFICATION (Attendance: 100%) Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited. GENERAL INFORMATION Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / HKSTP/ TBC Medium: Cantonese supplemented with English materials * Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

•Understand the value of Agile to business and operational performance•Gain knowledge and process of the Agile Scrum Method•Learn the methods and skills to integrate Scrum techniques into daily operations and projects execution•Acquire proven methods to lead manufacturing and industrial transformation•Shift from the traditional management principles to an agile approach•Identify the skills to collaborate, hold accountability, and deliver result through work teams•Acquire the methods and tools to transform to Business AgilityCOURSE OUTLINE• VUCA Business Environment• Technological Disruptive Applications• What is Agile and Business Agility• Agile Manifesto and Principles• Domains of Business Agility• The Benefits and Barriers to Business Agility• Linking Business Agility to Strategy• Agile Shift is a Management ShiftMindset ShiftWork ShiftBusiness ShiftLeadership ShiftOrganizational ShiftCulture Shift• Agile Business Transformation • Product DevelopmentManufacturingCustomer ExperienceSupply Chain ManagementInternal Functions• Tools: Customer Journey, OKR (Objectives and Key Results), Scrum, Kanban, Value Stream Mapping, Design Thinking, Swarming• Planning for a Transformation JourneyPROFESSIONAL TRAINERDr. Mui is the Transformation Practice Lead and CEO of the InfoWorks Institute. His expertise is in Change Management and Transformation. An Agile PeopleOps Coach and a Certified Scrum Master, David leads the Business Agility and Agile HR development in Asia.He has more than 30 years of business, consulting, human capital, and leadership coaching experience gained from international companies and consulting firms with a global presence. He had led and managed many mergers and acquisitions, strategic alignment, business transformation projects in the APAC and the US. Besides, he is a researcher at the Business Agility Institute.ORDr. Tai is the Management Development Practice Lead at the InfoWorks Institute, who has more than 20 years of leadership experience in the Hospitality Industry and Customer Service Management. A Certified PeopleOps Scrum Master and a Certified Professional Coach, he consults organization to develop Agile teams.He consults companies and NGOs active in developing effective teams and leadership development. Besides, he is a faculty member of the University of Sunderland and other local higher education institutes.CERTIFICATION (Attendance: 100%)Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.GENERAL INFORMATIONVenue: T.S.T. / Wan Chai / Sheung Wan Training Centre / HKSTP/ TBCMedium: Cantonese supplemented with English materials*Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

Over the last few years research has been increasingly interested in the impact of a leader’s preference for “speed” versus a “slow and steady” mode of operation. Research data discover that there’s a strong tendency for those with a “fast pace” to also have a strong preference toward “quantity” rather than “quality” of work (HBR).  However, for most highly effective leaders, neither making mistakes nor slowing down is an option. It’s clear that overall, organizational processes, communications, and human interactions in the world are speeding up and becoming more “agile” in the digital age.This workshop provides a framework by which participants can optimize their workplace performance through improvement in Agility and Speed. It explores Speed Leadership on two levels: on individual and team (or project) level.  During the workshop, Agile and DECA speed leadership model will be introduced and applied to enable participants following a structured approach as they apply the concepts and techniques back at their workplace.COURSE OUTLINESession 1 - The need for Agile and Speed Leadership•    What is Agile & Speed Leadership•    Current trends in Workplace & IndustrySession 2 - What speed leaders can do to increase speed?•    Model your speed•    Accelerate your meeting•    Speed up your workday and projectSession 3 - The speed leadership techniques: DECA and its application•    D – delegate routine activities•    E - eliminate non-values added•    C - contract work to other parties•    A - automate labour intensive and repetitive taskSession 4 - Experimentation and Application•    Examine simulated speed leadership exercise•    Develop workplace application - short term improvement plan•    Formulate long term improvement planPROFESSIONAL TRAINERPaul Ma - Associate Trainer from SGS Hong Kong LimitedPaul has over 20 years of managerial experience in HR, learning and development. His areas of expertise include customer service system, brand culture building, operation efficiency system and managerial development scheme. He has been serving as the Chairman of Service & Courtesy Award of Hong Kong Retail Management Association (HKRMA) from 2001, 2002, 2008 to 2017. He was also the authorised trainer of HKRMA from 2013 to 2016 on the topics of Total Customer Service Experience in retailing, Service Re-engineering & Customer Journey Management.(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 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

All loyal, active, and efficient employees have an important commonality, that is, active and healthy workplace psychology. They have a clear positioning of the future work goals, have a clear understanding of their own advantages and disadvantages, unify their goals and enterprises, and actively and happily put into work.This workshop uses a new innovative strategy tool from LEGO Company, LEGO® SERIOUS PLAY® methodology “© [2017] The LEGO Group”. It is a facilitated thinking, communication and problem-solving technique for real problem(s). Participants are led through a series of questions, probing deeper and deeper into the subject effectively.This workshop is not a training course or tools with motivation, communication, leadership, delegation, management, etc.COURSE OUTLINE-Know yourself, work, goals-Analyze whether current work and work goals are consistent-Visualize issues affecting work-Self reflectionPROFESSIONAL TRAINERWONG 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 of experience in the field of management and entrepreneurial consulting, auditing and training.- An experienced trainer and delivers training a broad range of industries in the areas of quality management, project management, project development, process control and monitoring.- 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 INFORMATION Venue: TBC Medium: 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

In Customer service, complaints and inquiries are daily challenges. Often, what appears as a "complaint" from a customer is driven by underlying needs or expectations. The greatest challenge for frontline Customer Service (CS) and Sales teams is to address customers’ anxiety while maintaining the company’s stance.With over 90% of customers coming from Mainland China, misunderstandings due to tone or phrasing can easily lead to dissatisfaction. The colloquial or concise language commonly used by Hong Kong colleagues may be perceived as "cold" or "impolite" by customers. This course will guide participants through a comprehensive process of handling complaints, from emotional awareness → complaint analysis → response crafting → expectation management, enabling more professional and empathetic replies.COURSE OUTLINEPart 1: Complaints ≠ Hostility – Understanding Customers’ Underlying Needs• Three core sources of complaints: Emotional venting, expectation gaps, or unmet needs.• Hidden signals behind "complaints" and "requests."• Group discussion: What was the real need behind a recent complaint you received?Part 2: Calm Down Techniques and Managing Customer Expectations• Avoid "hard confrontation" when customers are anxious.• High-EQ response process: "Acknowledge → Clarify → Resolve."• WeChat examples: Turning a "cold reply" into a "warm conversation."• How to avoid over-promising and under-delivering?• Techniques for setting boundaries gently.• Case studies:  o Customer demands same-day delivery, but company process takes 48 hours → How to decline tactfully?  o Order follow-up vs. system delay → How to respond without upsetting the customer?Part 3: Controlling Your Emotions – The Key to Professional Service• Common emotional traps for frontline staff: Being blamed, misunderstood, or questioned.• "3-Second Emotional Buffer Method" (Pause–Breathe–Respond).• Group Role Play: Simulate real complaint scenarios and practice calm responses.Part 4: Cross-Cultural Communication – Potential Misunderstandings in Mainland-HK Dialogue• Mainland customers vs. Hong Kong staff: Common tone-related misunderstandings.• 10 "easily misunderstood" colloquial responses → Optimized examples.• Create a dedicated "WeChat response phrase bank": 50 commonly used templates.Part 5: Practical Exercises and Action Plan• Group practice: Handle complaints about pricing, progress inquiries, or delays.• Trainer provides sentence-by-sentence tone optimization and feedback.• Participants write down "3 new response phrases they will apply immediately.CERTIFICATION (Attendance: 100%)Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.GENERAL INFORMATIONDuration: About 3 hoursFormat: The course will be based on interactive explanations, down-to-earth practical examples, experience sharing, practice demonstrations, group discussions, etc.Venue: T.S.T. / Kwun Tong / Wan Chai / Sheung Wan Training Centre / HKSTP/ TBCMedium: Cantonese supplemented with e-handoutsMaximum class size: 15 delegates.* Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

TOPICS COVERED IN THIS COURSEEmotional intelligence frameworkThe difference between emotional intelligence (also called EI or emotional quotient) and intelligence quotient.CommunicationThe way you communicate makes all the difference in terms of the results you achieve.Leadership powerUnderstanding the seven distinct bases of power.The generational mixLearn how to work with those from different generations.Myths of managementDiscovering that leadership may not be what we thought it would be.Feedback and tough conversationsHow constructive feedback and coaching go hand in hand to enhance the drive for improvement.Conflict managementExperiencing conflict is not pleasant but it can produce positive results, depending on how you deal with it.Leadership stylesLeadership style is not a function of your personality. It should be a strategic choice based on what suits a particular situation.Developing relationshipsUnderstand how to develop trust and trustworthy behaviours to build team effectiveness.Building your own personal development planTake responsibility for your own development and improve the triad of knowledge, skills and attitude on your way to becoming a great leader.

港人生活及工作壓力大，擁有健康的心理是員工提升工作素質的重要條件，當員工能夠時常保持愉悅輕鬆的心理，工作效率便會大大增強，從而為企業大幅提高經濟效益。 課程簡介本工作坊利用「六色積木和遊戲箱」設計出生活與職場減壓的小活動，主要圍繞四個心理健康的主題，包括：記憶與挑戰、聆聽與溝通、同理心與理解、溝通與策略，讓員工運用簡單的積木去探索、創造及學習情緒、人際、調適等正向思維，以助他們改善情緒健康及減壓。 課程內容活動包括：奇異之塔、感應袋、記憶遊戲、閉眼建構、聆聽與建構、背對背、懸掛積木、金字塔牆、生日禮物、積木冰壺、建造橋樑等。

Organizations can turn unhappy customers into positive business opportunities with effective complaints handling process. In fact, satisfied customers are your best brand ambassadors. An unhappy customer will tell others their experiences, which damage your reputation. Operating a complaint handling process using ISO 10002 will help you turn unhappy customers into satisfied ones.Through this half-day workshop, you will learn the basic concepts, guiding principles, fundamental framework of the ISO 10002:2018 standard.COURSE OUTLINESession 1: From concept to develop framework1.Understand the scope and concept of ISO 10002;2.The difference between new and old version;3.Learn nine guiding principles of effective complaint handling;4.Know the basic elements of the complaint-handling framework;Session 2: From operation to continual improvement in line with New Version1.Understand how to plan and design the predominant compliant handling process;2.Learn how to operate the compliant handling process;3.Know how to monitor and audit the compliant handling process;PROFESSIONAL TRAINERCindy YU (Associate Trainer of SGS Academy HK)Over 15 years of experience in the field of training and consultancy services.Designed and delivered a lot of well-received customer services programs for over 100 large scale corporates and companies in Hong Kong & China, including McDonalds, IKEA, Coca Cola, Citibank, CHANEL, Jetour Holiday, MTR, Po Leung Kuk,….etc.Accredited as Certified International Services Quality Management Practitioner (ISQMP), Internal Quality Auditor and Mystery Shopper of Qualicert® by SGS Ltd.(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 INFORMATION Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / HKSTP/ TBC Medium: Cantonese supplemented with English materials * Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking