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X-WR-CALDESC:Events for UOA Academy
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DTSTART;VALUE=DATE:20261111
DTEND;VALUE=DATE:20261113
DTSTAMP:20260424T223858
CREATED:20260114T035017Z
LAST-MODIFIED:20260114T035017Z
UID:50791-1794355200-1794527999@uoa-academy.com
SUMMARY:Speak to Serve (Communication & Service) (2 Days)
DESCRIPTION:Objectives  \nSpeak to Serve is an engaging and practical programme designed to help frontliners communicate clearly and confidently with guests and colleagues. Participants will discover how to express professionalism through speech and body language\, apply active listening\, and handle guest interactions gracefully. In the hospitality industry\, every word\, gesture\, and tone shapes the guest experience. This programme empowers frontliners to deliver service that reflects true hospitality excellence.  \nTarget Audience  \n\n Front Office and Guest Service Staff \n Restaurant Hosts \n Food & Beverage Service Staff \n All frontline employees in the hospitality industry who interact directly with guests \n\nLearning Outcomes  \n\n Recognise the role of effective communication in delivering superior guest experiences \n Demonstrate professional verbal and non-verbal communication skills in hospitality settings \n Apply active listening and empathy to understand and respond to guest needs \nUse polite\, positive\, and service-oriented language in all interactions \nHandle guest concerns and complaints with empathy and confidence \n\nCourse Outlines:  \nDay 1  \nModule 1: The Power of First Impressions  \n\n First impressions are formed rapidly and often based on unconscious judgement \nFirst impressions influence opportunities\, career advancement\, and leadership perception \n First impressions shape brand perception\, brand recall\, and guest loyalty \nPointers for men and ladies to create a positive first impression \nActivity: Ice breaker\, lecture\, discussion \n\nModule 2: What is Courtesy?  \n\n Definition of courtesy \n Components of courtesy – AHCPR (Attentive\, Helpful\, Courteous\, Polite\, Respectful) \nActivity: Lecture and discussion \n\nModule 3: Understanding the Customer  \n\n Definition of a customer \n Anyone who walks through the door \n Anyone affected by the service you provide \n Types of customers \n Customer wants and needs \nActivity: Lecture and discussion \n\nModule 4: Verbal and Non-Verbal Communication  \n\n Verbal communication – definition \n Examples of verbal communication (conversation\, email\, telephone) \nElements of verbal communication (tone\, pace\, fluency) \n Non-verbal communication – definition \n Body language (posture\, gestures\, movement) \n Eye contact \n Tone of voice (pitch\, inflection\, volume) \n Proxemics (use of space) \n How verbal and non-verbal communication work together \n Understanding message conflict and emotional cues \nActivity: Lecture\, demonstration\, role play \n\nModule 5: Key Courteous Behaviours for Customer Service  \n\n Presentable appearance \n Appropriate and accurate speech and action \n Tagging of message \n Genuineness of speech and action \n Volume and clarity of speech \n Modulation of tone \n Suitable gestures and correct posture \n Effective smile and maintenance of eye contact \n\nActive listening  \n\nTelephone Service: \n\n○ Prompt answering  \n○ Appropriate speech  \n○ Active listening  \nDay 2  \nModule 6: Application of Key Courteous Behaviours  \n\n Greeting customers \n Establishing eye contact and offering assistance \n Making service offers that can be delivered \n Handling protracted service and delays \n Referring customers to another service point \n Pointing out customer mistakes tactfully \n Apologising for mistakes \n Handling service breakdowns \n Saying “No” professionally \n Requesting identification \n Terminating contact appropriately \nActivity: Role plays \n\nModule 7: Application of Courteous Behaviours (Telephone Handling)  \n\n Picking up the receiver \n Holding the receiver correctly \n Answering calls professionally \n Transferring calls \n Requesting callers to wait \n Answering another person’s call \n Handling interruptions \n Closing the call \nActivity: Discussion and role play \n\nModule 8: Dealing with Difficult Customers  \n\n Understanding difficult customer behaviour \n Remaining calm and composed \n Managing situations within authority limits \nActivity: Role play and discussion \n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \n \nCancellation & Transfer\n\nPlease note that should this registration be cancelled fourteen (14) days before the day of the training\, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training\, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally\, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.  \nDisclaimer: UOA Academy reserves the right to make changes to the venue\, date\, and speaker\, including cancellation of the workshop if warranted by circumstances beyond its control.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/speak-to-serve-communication-hospitality-excellence/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20261111
DTEND;VALUE=DATE:20261113
DTSTAMP:20260424T223858
CREATED:20260114T035532Z
LAST-MODIFIED:20260114T035532Z
UID:50793-1794355200-1794527999@uoa-academy.com
SUMMARY:Event Management Excellence  (2 days)
DESCRIPTION:Objectives  \nEvent management requires a combination of strong planning\, coordination\, communication\, and problem-solving skills. This 2-day programme is designed to equip participants with the essential knowledge and practical tools to plan\, organise\, and execute successful events in the Malaysian context.  \nParticipants will gain a structured understanding of the end-to-end event management process—from concept development and budgeting to logistics coordination\, risk management\, and post-event evaluation—ensuring events are delivered professionally\, on time\, and within budget.  \nTarget Audience  \n\n Event Executives and Coordinators \n Marketing and Corporate Communication Teams \n Administrative and Operations Staff involved in events \n HR and Training Teams organising internal events \n Individuals new to or responsible for managing events \n\nLearning Outcomes  \nBy the end of this programme\, participants will be able to:  \n\n Understand the full lifecycle of event management \n Plan and organise events using structured frameworks \n Manage vendors\, logistics\, and event operations effectively \n Apply budgeting\, scheduling\, and risk management techniques \n Coordinate event teams and stakeholders professionally \n Evaluate event outcomes and improve future event delivery \n\nCourse Outlines: Day 1 : Event Planning & Preparation  \nModule 1: Introduction to Event Management  \n\n Types of events (corporate\, training\, conferences\, social events) \nRoles and responsibilities of an event manager \n Key success factors in event management \n\nModule 2: Event Concept & Objective Setting  \n\n Defining event purpose and objectives \n Understanding client or stakeholder requirements \n Developing event concepts aligned with objectives \n\nModule 3: Event Planning & Scheduling  \n\n Creating event timelines and work plans \n Task allocation and coordination \n Managing deadlines and dependencies \n\nModule 4: Budgeting & Cost Control  \n\n Preparing event budgets \n Cost estimation and financial planning \n Managing expenses and controlling costs \n\nDay 2 – Event Execution\, Risk & Evaluation  \nModule 5: Vendor\, Venue & Logistics Management  \n\n Selecting and managing vendors and suppliers \n Venue coordination and site inspection \n Managing equipment\, F&B\, and technical requirements \n\nModule 6: Event Operations & On-Site Management  \n\n Pre-event preparation and rehearsal \n Registration and guest management \n Managing on-site operations and team coordination \nHandling last-minute changes \n\nModule 7: Risk Management & Crisis Handling  \n\n Identifying potential event risks \n Safety\, compliance\, and contingency planning \n Managing unexpected issues and emergencies \n Communication during crisis situations \n\nModule 8: Post-Event Evaluation & Continuous Improvement  \n\n Measuring event success against objectives \n Collecting feedback from participants and stakeholders \nPost-event reporting and documentation \n Lessons learned and improvement planning \n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \n \nCancellation & Transfer\n\nPlease note that should this registration be cancelled fourteen (14) days before the day of the training\, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training\, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally\, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.  \nDisclaimer: UOA Academy reserves the right to make changes to the venue\, date\, and speaker\, including cancellation of the workshop if warranted by circumstances beyond its control.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/event-management-excellence-2-day-planning-course/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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