All courses

TOPICS COVERED IN THIS COURSEDay 1: Building Leadership FoundationsFocus: Develop core leadership competencies, including self-awareness, strategic communication, and team-building skills, to prepare participants for management roles.Topics Covered:Introduction to Leadership: Leadership vs. management; debunking management myths.Emotional Intelligence: Core EI components (self-awareness, self-regulation, empathy, social skills) vs. IQ.Leadership Styles and Power: Adapting leadership styles to situations.Effective Communication: Principles for impactful communication and building trust.Generational Dynamics: Strategies for leading multigenerational teams.Personal Development Planning: Creating a leadership development plan with SMART goals.Day 2: Mastering Difficult ConversationsFocus: Equip participants with advanced communication and feedback skills to manage challenging behaviors, high emotions, and conflict effectively.Topics Covered:Understanding Difficult Conversations: Defining challenges; using the ladder of inference to avoid misjudgments.Emotional Intelligence in Action: Managing emotions in high-stakes interactions.Feedback Techniques: Positive vs. destructive feedback; structured models.Listening and Questioning: Active listening patterns; open-ended questions for dialogue.Managing Difficult Behaviors: Assertive responses to challenging behaviors; conflict resolution.Planning Conversations: Structuring and delivering effective difficult conversations.

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.

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

TOPICS COVERED IN THIS COURSEThe role of a supervisor or manager - Supervision is the art of achieving outcomes through other people. Getting the balance right is the most important skill.Behavioural styles - The key to working better with others is to understand yourself and how you like to work, and then identify how to adjust your style to suit other people.Effective communication - The communication process and how to prevent barriers to communication.Questioning skills - Successful people know the right questions to ask and, as a result, they get better answers.Giving and receiving feedback - Learn to direct behaviour and motivate performance by giving positive and constructive feedback.Managing according to the situation - Adopt the most appropriate leadership style depending on the situation with individual team members.Diagnosing development needs - When to train, coach, delegate and counsel.Managing performance - As a manager, you are responsible for managing the performance of team members, including both good and poor performers.Managing the performance conversation - Close the performance gap by understanding elements that impact performance and plan a counselling feedback session.Dealing with High Emotions - Life is 80% emotion and 20% intellect; emotion is what makes things tough.Delegating - Advantages of delegation and how to do it successfully using the five steps.Personal development plan tracker - Put the skills and behaviours you want to implement back in your workplace into action.

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

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

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

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

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。

Key Objectvies:Explore and utilize the 4 behavioral styles in Everything DiSC to effectively lead teams, navigate conflicts, and facilitate changeFoster empathy and understanding within teams to minimize conflicts and optimize communicationEstablish a shared language in your organization for enhanced comprehension and immediate alignmentKey Content:1. What is DISC and its key concepts2. Understanding yourself•   What’s your preference when you communicate?3. Understanding the team and others•   Team mapping: Distribution of styles•   Strengths and blind spots•    How are your clients/colleagues like?4. Real life case application (can be modified depending on the desired themes)•   Quick quiz on identifying other people’s styles and how to deal with situations•   Causes of conflicts and how we to manage conflicts•   Role plays on workplace conflicts/change5. Does our organization have a DISC style too?6. Wrap up: Action setting and commitment**Participants are required to complete a simple assessment to identify their DISC style prior to the workshop.