UOA Academy

Handling Customer Complaints (2 Days)
2026-09-02 - 2026-09-03
Objectives
The objective of the Handling Customer Complaints training program is to provide participants with a comprehensive understanding of the skills and knowledge necessary to effectively handle customer complaints and improve customer satisfaction. In today’s highly competitive business environment, it is crucial for organizations to have a solid approach to managing customer complaints. Effective handling of customer complaints can help to prevent the loss of business, maintain customer loyalty, and even enhance the reputation of an organization.
Target Audience
The target audience for the Handling Customer Complaints training program includes customer service representatives, front-line employees, managers, and anyone who interacts with customers in a business setting.
Learning Outcomes

Communicate effectively with customers using active listening techniques
Identify root causes of customer complaints and use problem-solving, negotiation, and empathy to resolve them
Manage personal emotions and respond professionally in challenging situations
Identify patterns and trends in customer complaints and make recommendations for service improvement.

Course Outlines: Day 1:
Module 1: Introduction to Customer Complaints

The importance of effective complaint handling
Types of customer complaints
Understanding customer needs and expectations
The cost of poor complaint handling

Module 2: Active Listening Techniques

Importance of active listening in customer interactions
Practical strategies for attentive and empathetic listening
Enhancing communication through effective listening skills

Module 3: Effective Communication Skills

Verbal and nonverbal communication techniques
Active listening skills
Asking effective questions
Using empathy to build rapport

Module 4: Managing Emotions

Understanding and managing personal emotions
Strategies for staying calm and professional
Dealing with angry or upset customers
Avoiding escalation

Day 2:
Module 5: Time management

Prioritizing complaints
Setting realistic expectations with customers
Managing time effectively
Resolving complaints within an appropriate time frame

Module 6: Professional Response in Challenging Situations

Strategies for maintaining professionalism in difficult scenarios
De-escalation techniques for defusing tense customer interactions
Case studies on effective responses to challenging complaints

Module 7: Complaint Resolution Techniques

Root cause analysis
Problem-solving techniques
Negotiation and conflict resolution
Using empathy to address emotional complaints

Module 8: Documentation and Follow-up

The importance of accurate documentation
Following up with customers
Identifying opportunities for improvement
Preventing future complaints

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

ISO 45001:2018 Auditor Training (2 Days)
2026-09-02 - 2026-09-03
Objectives
The ISO 45001:2018 Auditor Training is designed to provide participants with a thorough understanding of the ISO 45001:2018 standard and its principles for managing occupational health and safety (OHS). The training aims to develop auditing skills by equipping participants with the necessary knowledge to conduct both internal and external audits of OHS management systems. It enables participants to assess and identify gaps in an organization’s compliance with the requirements of ISO 45001:2018, while preparing them to perform key audit activities such as planning, conducting audits, identifying non-conformities, and preparing audit reports. Additionally, the training provides practical guidance on how auditors can contribute to continuous improvement in OHS management practices.
Target Audience
The target audience for ISO 45001:2018 Auditor Training includes employees at all levels, senior management, middle management, executives and individuals who seek to enhance their ability to ensure a safe and healthy work environment, improve OHS practices, and support continuous improvement in occupational health and safety management systems.
Learning Outcomes

Understand ISO 45001 Requirements: Thoroughly grasp the requirements and principles of the ISO 45001:2018 standard.
Conduct Effective Audits: Plan and execute efficient audits, including observation, interviews, and document reviews.
Identify and Document Findings: Accurately and objectively identify, document, and analyze audit findings.
Prepare Comprehensive Reports: Compose clear and concise audit reports that effectively communicate findings to management.
Apply Risk-Based Thinking: Integrate risk-based thinking into the auditing process to prioritize and address critical areas.

Course Outlines:
Day 1:
Module 1: Introduction to ISO 45001:2018

Overview of the ISO 45001:2018 standard
Key principles and terminology
Structure of ISO 45001 and its relationship with other management system standards

Module 2: Understanding Occupational Health and Safety (OHS) Management Systems

Key components and requirements of an OHSMS
Risk-based thinking and its application in ISO 45001
Legal and regulatory requirements in health and safety

Module 3: Audit Fundamentals

What is auditing? Definition, purpose, and types of audits (internal and external)
Principles of auditing: independence, impartiality, confidentiality
Audit lifecycle: Planning, execution, reporting, and follow-up

Module 4: Planning an ISO 45001 Audit

Developing an audit plan and checklist
Selecting audit criteria and scope
Preparing for fieldwork and logistics

Day 2:
Module 5: Conducting an Audit

Audit techniques: Document review, interviews, and observations
Collecting and verifying evidence
Engaging with auditees and stakeholders
Recording and reporting audit findings

Module 6: Identifying Non-Conformities and Corrective Actions

Understanding non-conformities in OHSMS
Root cause analysis and corrective actions
Developing action plans for continual improvement

Module 7: Audit Reporting and Follow-Up

Writing an audit report: Structure, key sections, and recommendations
Presenting audit findings to management
Following up on corrective actions and effectiveness

Module 8: Promoting Continuous Improvement

The role of auditors in driving continuous improvement
Aligning audit outcomes with the organization’s strategic goals
Best practices for maintaining ISO 45001 certification

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Mastering Microsoft PowerPoint & Presentation Skills (1 Day)
2026-09-03
Objectives
This programme is designed for professionals who already use Microsoft PowerPoint and want to elevate both their slide design and presentation delivery skills. It focuses on transforming content-heavy slides into clear, visually compelling messages while strengthening presentation structure and audience engagement. Participants will learn how to design slides that support decision-making, influence stakeholders, and communicate ideas with impact. The programme also integrates practical presentation techniques to ensure slides and delivery work together effectively. By the end of the session, participants will be able to present with greater clarity, confidence, and professionalism.
Target Audience

Executives, managers, and team leaders
Sales, marketing, and business development professionals
Trainers, presenters, and subject matter experts
Professionals who frequently present data, proposals, or reports

Learning Outcomes

Design clear, professional, and visually consistent PowerPoint slides
Structure presentations for clarity, flow, and decision-making
Use advanced PowerPoint features to improve efficiency and design quality
Present ideas confidently and engage audiences effectively
Deliver presentations that influence, inform, and persuade

Course Outline Module 1: Structuring an Effective Presentation

Defining presentation objectives and key messages
Understanding audience needs and expectations
Building logical flow and structure for clarity

Module 2: Advanced PowerPoint Slide Design

Applying visual hierarchy and clean layouts
Effective use of fonts, colours, and spacing
Simplifying content and avoiding slide overload

Module 3: Professional Use of PowerPoint Tools

Using Slide Master for consistency
Working with shapes, icons, images, and alignment tools
Improving efficiency and slide quality

Module 4: Presenting Data and Key Messages Clearly

Choosing the right charts and visuals
Highlighting insights and key takeaways
Avoiding common data presentation mistake

Module 5: Presentation Skills for Confident Delivery

Voice control, posture, and body language
Engaging audiences and managing attention
Handling questions and interruptions professionally

PRICING:

RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Safety Measures & Emergency Actions Training Course (1 Day)
2026-09-09
Objectives
The objective of this training course is to equip participants with essential knowledge and practical skills to ensure a safe and secure environment in various settings. This programme focuses on core safety measures, risk awareness, and effective emergency response actions, enabling participants to respond proactively to incidents, reduce risks, and manage emergencies confidently and professionally.
Target Audience
This training course is designed for security personnel, including new hires and experienced officers, who are responsible for maintaining safety, security, and emergency readiness within their assigned premises.
Learning Outcomes

Understand key safety and security protocols relevant to their roles
Identify workplace risks and potential hazards effectively
Apply physical security and access control measures appropriately
Respond to fire and emergency situations using correct procedures
Perform basic emergency response and first aid actions
Participate effectively in emergency drills and crisis situations

Course Outlines:
Day 1:
Module 1: Introduction to Safety Measures & Security Responsibilities

Importance of safety in security operations
Legal and ethical considerations in safety management
Roles, duties, and protocols of security officers
Creating a safety-conscious mindset

Module 2: Risk Assessment & Hazard Identification

Principles of risk assessment
Identifying common workplace and site-specific hazards
Preventive measures to minimise risks
Reporting and documentation of safety concerns

Module 3: Physical Security & Access Control Measures

Access control and identification procedures
Visitor management practices
Surveillance and monitoring systems
Perimeter security measures

Module 4: Fire Safety & Emergency Evacuation

Fire prevention and common fire hazards
Emergency evacuation procedures
Roles during fire emergencies
Proper use of fire extinguishers

Module 5: Emergency Response, First Aid & Crisis Handling

Emergency response procedures and communication protocols
Coordination with emergency services
Recognising common injuries and basic first aid response
De-escalation techniques for volatile situations
Crisis identification and response strategies

Module 6: Practical Drills, Review & Assessment

Simulated emergency and evacuation drills
Scenario-based role play and response exercises
Review of key concepts and best practices
Knowledge assessment and course wrap-up

PRICING:

RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

ISO 9001:2015 Quality Management System (QMS) – Awareness Training (2 days)
2026-09-09 - 2026-09-10
Objectives
The “ISO 9001 Quality Management System” program is designed to provide participants with a comprehensive understanding of the ISO 9001 standard and the principles of quality management. The objectives include imparting the knowledge and skills necessary for implementing and maintaining an effective Quality Management System (QMS) based on ISO 9001. Participants will gain insights into quality management principles, process improvement methodologies, and the requirements of ISO 9001. The program aims to empower individuals to contribute to organizational excellence by aligning their processes with international quality standards.
Target Audience
This training is tailored for professionals across various industries, including quality managers, auditors, compliance officers, and individuals involved in the design, implementation, and improvement of Quality Management Systems. It caters to those seeking a practical understanding of ISO 9001 and is suitable for individuals at different career stages, from beginners aiming to grasp the basics to experienced practitioners looking to enhance their knowledge and skills in quality management.
Learning Outcomes

Gain in-depth knowledge of the ISO 9001 standard and its application to Quality Management Systems.
Acquire skills for designing, implementing, and maintaining a robust QMS in alignment with ISO 9001 requirements.
Develop expertise in conducting internal audits, ensuring compliance with ISO 9001, and fostering a culture of continuous improvement.
Instill a quality-focused mindset to contribute effectively to organizational success through adherence to international quality standards

Day 1:
Module 1: Introduction to ISO 9001 and Quality Principles

Significance of ISO 9001
Overview of Quality Management Principles
Aligning Processes with International Quality Standards

Module 2: ISO 9001 Requirements and Insights

In-Depth Analysis of ISO 9001 Requirements
Grasping Quality Management Principles
Skills Advancement for Practitioners

Module 3: Designing and Implementing a Robust QMS

Skills for Designing a Robust QMS
Implementation Aligned with ISO 9001
Continuous Improvement Methodology

Day 2:
Module 4: Internal Audits and Compliance

Proficiency in Internal Audits
Ensuring ISO 9001 Compliance

Module 5: Cultivating a Quality-Focused Mindset

Instilling a Quality-Focused Mindset
Contributing to Organizational Success

Module 6: Tailored Approaches for Career Stages

Basics for Beginners
Advanced Skills for Experienced Practitioners
Customized Learning Paths for Varied Career Stages

Module 7: Continuous Improvement in Quality Management

Feedback Mechanisms for Improvement
Monitoring and Adapting to Evolving Quality Standards

Module 8: Integration of ISO 9001 in Decision-Making

Applying ISO 9001 in Decision-Making Processes
Contribution to Safety, Compliance, and Project Management Decisions
Fostering a Culture of Quality Management

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

LEVEL 2: Microsoft Excel (Intermediate) (2 Days)
2026-09-09 - 2026-09-10
Objectives
The Level 2: Microsoft Excel (Intermediate) program aims to provide participants with an in-depth understanding of intermediate Excel functionalities. The primary objectives include advancing participants’ proficiency in data analysis, enhancing spreadsheet management skills, and introducing them to more complex features of Microsoft Excel. Emphasis is placed on practical application, enabling participants to use Excel as a powerful tool for data manipulation, analysis, and visualization in professional settings.
Target Audience
This training is designed for individuals with a basic understanding of Microsoft Excel or those who have completed a beginner-level course. It caters to professionals, analysts, managers, and anyone looking to elevate their Excel skills to an intermediate level. The program is suitable for participants at various career stages, providing valuable insights and hands-on experience to enhance their spreadsheet capabilities.
Learning Outcomes
By the end of this programme, participants will be able to:

Acquire advanced skills in data organization, analysis, and visualization.
Learn to manage larger datasets and create dynamic reports.
Utilize Excel’s powerful features for enhanced productivity.
Empower participants to leverage Excel as a strategic tool for decision-making and data-driven insights in professional roles.

Course Outlines: Day 1:
Module 1: Introduction to Excel 2016 Interface

Starting Excel
The Excel Interface
Changing Excel’s View
Working with Existing Workbook

Module 2: Working with Microsoft Excel 2016

Creating Workbooks
Saving Workbooks
Input Basic Data
Using Data Types
Cutting, Copying and Pasting Data
Editing Workbook’s Properties

Module 3: Using Basic Formulas

Building Basic Formulas
Using Cell References
Using Cell Ranges

Module 4: Formatting Cells and Ranges

Inserting and Deleting Cells
Manually Formatting Cell Contents
Using Format Painter
Paste Special Options
Formatting Cells with Styles
Hyperlink Data

Day 2: Module 5: Formatting Worksheets

Working with Rows and Columns
Using Themes
Modifying Worksheet’s Appearance
Inserting Headers and Footers

Module 6: Adding Pictures and Shapes to a Worksheet

Inserting Pictures
Adding Shapes and WordArt
Deleting, Copying and Moving Graphics
Formatting Graphics
Using SmartArt Graphics

Module 7: Printing Worksheets

Preparing a Document for Printing
Printing with Backstage

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Supervisory Development Skills (2 Days)
2026-09-23 - 2026-09-24
Objectives
The Supervisory Development Programme is designed to equip supervisors with the essential mindset, skills, and tools required to lead effectively in today’s dynamic workplace. Through this programme, participants will develop a clear understanding of their roles and responsibilities as supervisors, while strengthening their self-awareness through personality and behavioural assessments. They will also learn to apply effective communication, leadership, and delegation techniques to build and motivate high-performing teams. In addition, the programme aims to enhance supervisors’ ability to monitor and review performance, provide constructive feedback, and apply problem-solving strategies to improve team and business outcomes. Ultimately, this programme seeks to create well-rounded supervisors who can successfully manage themselves, lead others with confidence, and contribute to the overall growth of the organisation.
Target Audience
This programme is designed for individuals who are currently in supervisory roles, newly appointed supervisors, or those being prepared to take on supervisory responsibilities in the near future. It is also suitable for team leaders, line managers, and executives who wish to strengthen their leadership and people management skills. The programme provides practical tools and insights that can be applied across industries, making it valuable for any professional seeking to enhance their effectiveness in managing themselves, their teams, and their business responsibilities.
Learning Outcomes

Define supervisory management and the core competencies required. ● Identify their own personality and leadership styles, and how these impact their team. ● Apply effective behavioural, communication, and delegation skills.
Supervise, coordinate, and synergise team performance to achieve goals. ● Provide constructive feedback, coaching, and performance reviews. ● Demonstrate a balanced role as a supervisor in managing self, others, and the business.

MODULE 1: GAIN THE MINDSET Understand & Explore

Their role as a Supervisor
How to balance both sets of skills?
Difference between management and leadership
Your Journey: – From a team member to a team leader
Competencies of a supervisor
Understand the tools for practical leadership skills to apply to work situations and challenges

MODULE 2: MANAGING PEOPLE

Managing the expectations
Managing team members
Managing peers
Managing your managers

MODULE 3: TIME – MANAGEMENT

How to manage time?
Prioritizing the To-Do List
Delegating work

MODULE 4: COMMUNICATION

Evaluate self in communication abilities
Develop communication- oral and written
Evaluate your natural Listening skills
Acquire active listening skills
Asking effective questions
Understand how to communicate during meetings
Being assertive

MODULE 5: RECOGNISING THE ACHIEVEMENTSUnderstand

the relevance of recognizing the team members for their effort
strategies for recognizing the team members

MODULE 6: TEAMWORK

Understand team dynamics
5-step model of team-development
Characteristics of a highly effective team
Examine how to enhance the value and effectiveness of your team ● Identify opportunities for improving self and the team
Create action- plan for applying the concepts and skills

MODULE 7: DELEGATION & ACCOUNTABILITY

Importance of delegation and accountability
Assess your current delegation and accountability strengths and areas for improvement
Learn how to effectively communicate a delegated assignment to team members and follow through with them for accountability

MODULE 8: BUILDING TRUST

Importance of trust to build productive relationships and achieving business results ● Identify the behaviours and actions that make and break trust
How to rebuild lost or damaged trust?
Create action plans and strategies for sustainability

MODULE 9: CONFLICT MANAGEMENT

Develop awareness about your approach to managing differences at the workplace ● Explore root cause of differences and conflict
Understand the distinctive approaches to managing differences and conflict MODULE 10: STRESS MANAGEMENT
Identify situations and factors which lead to stress
Understand how to handle high-pressure situations
Explore possible outcomes when stress management techniques are employed

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Hospitality Revenue Management (2 Days)
2026-09-23 - 2026-09-24
Objectives
Hospitality Revenue Management is a critical discipline for maximising profitability in an increasingly competitive and dynamic market. This 2-day programme equips hospitality professionals with practical knowledge and tools to understand demand patterns, apply effective pricing strategies, manage distribution channels, and optimise overall revenue performance.
The programme focuses on real operational realities within the hospitality industry, combining revenue concepts with practical decision-making to support sustainable business growth and improved financial outcomes.
Target Audience

Hotel Managers and Assistant Managers
Revenue, Sales, and Reservations Teams
Front Office Managers and Supervisors
F&B Managers involved in pricing decisions
Hospitality professionals responsible for revenue performance

Learning Outcomes

Define supervisory management and the core competencies required.
Identify their own personality and leadership styles, and how these impact their team.
Apply effective behavioural, communication, and delegation skills.
Supervise, coordinate, and synergise team performance to achieve goals.
Provide constructive feedback, coaching, and performance reviews.
Demonstrate a balanced role as a supervisor in managing self, others, and the business.

Course Outline
Day 1 – Revenue Management Fundamentals & Demand Analysis Module 1: Introduction to Revenue Management

What is revenue management and why it matters
Evolution of revenue management in hospitality
Revenue mindset vs traditional selling approach

Module 2: Understanding Demand & Market Dynamics

Demand drivers in the hospitality industry
Seasonality, events, and market behaviour
Identifying high-demand and low-demand perio

Module 3: Market Segmentation & Customer Behaviour

Types of market segments (corporate, leisure, group, OTA, etc.)
Booking behaviour and price sensitivity
Segment-based revenue opportunities

Module 4: Forecasting Fundamentals

Purpose of forecasting
Key metrics: Occupancy, ADR, RevPAR
Using historical data to forecast demand
Common forecasting mistakes

Day 2 – Pricing, Distribution & Revenue Optimisation
Module 5: Pricing Strategies & Yield Management

Dynamic pricing vs fixed pricing
Rate structures and Best Available Rate (BAR)
Managing discounts, promotions, and packages

Module 6: Inventory Control & Distribution Channels

Room inventory management principles
Role of OTAs, direct bookings, and corporate contracts
Channel costs and profitability

Module 7: Integrating Revenue with Sales & Operations

Aligning revenue management with sales and marketing
Managing overbooking and walk-in strategies
Communicating revenue decisions across departments

Module 8: Revenue Performance Review & Action Planning

Analysing revenue reports and KPIs
Identifying improvement opportunities
Developing a simple revenue action plan
Programme recap and key takeaways

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Drive in to the ChatGPT & AI Tools For Workplace
2026-09-23 - 2026-09-24
Objectives
The objective of this 2-day training programme is to equip participants with practical, hands-on knowledge and skills to effectively utilize ChatGPT and AI tools in the workplace. This programme enables participants to enhance productivity, streamline workflows, improve communication, and support better decision-making using AI. Participants will also understand ethical considerations, best practices, and real-world applications of AI tools across various job functions.
Target Audience
This programme is designed for:

Professionals, executives, and managers
Team leaders and supervisors
HR, administration, operations, marketing, and support staff
Organizations seeking to integrate AI tools into daily work processes

Learning Outcomes
By the end of this programme, participants will be able to:

Understand the fundamentals of AI and ChatGPT and their impact on the workplace
Use ChatGPT effectively to support daily work tasks and decision-making
Apply prompt engineering techniques to get accurate and useful AI outputs
Automate routine tasks and improve efficiency using AI tools
Use AI ethically, responsibly, and securely in the workplace
Apply AI tools for communication, reporting, analysis, and problem-solving
Identify suitable AI tools for different job roles and business functions

Course Outlines:
Day 1: Foundations & Productivity with ChatGPT
Module 1: Introduction to AI & ChatGPT in the Workplace

Overview of Artificial Intelligence and Generative AI
Understanding how ChatGPT works
Capabilities and limitations of ChatGPT
Current AI trends and workplace impact
Identifying opportunities for AI adoption in daily work

Module 2: Getting Started with ChatGPT – Practical Usage

Navigating ChatGPT interface and features
Understanding prompts and responses
Do’s and Don’ts when using ChatGPT at work
Hands-on practice: basic workplace prompts
Common mistakes and how to avoid them

Module 3: Prompt Engineering for Better Results

What is prompt engineering and why it matters
Structuring effective prompts (role, task, context, format)
Using follow-up prompts to refine output
Examples of good vs poor prompts
Hands-on exercises: job-specific prompt creation

Module 4: Using ChatGPT to Improve Productivity & Communication

Drafting professional emails and responses
Creating reports, summaries, and meeting minutes
Preparing presentations, talking points, and content
Brainstorming ideas and solutions faster
Case examples: HR, admin, operations, and management use cases

Day 2: Automation, Ethics & Advanced Workplace Applications Module 5: Automating Routine Tasks with AI Tools

Identifying tasks suitable for automation
Using AI for scheduling, documentation, and workflows
AI-assisted data, summarization, and reporting
Integrating ChatGPT into daily work routines
Productivity hacks using AI

Module 6: AI Tools Beyond ChatGPT for the Workplace

Overview of popular AI tools (writing, design, data, productivity)
Choosing the right AI tool for specific job roles
Combining multiple AI tools for better outcomes
Limitations and risks of over-reliance on AI
Practical demonstrations and examples

Module 7: Ethical Considerations, Data Privacy & Best Practices

Ethical implications of AI usage in organizations
Data privacy, confidentiality, and compliance
Managing bias, accuracy, and reliability of AI outputs
Company policies and responsible AI usage
Best practices for sustainable AI adoption

Module 8: AI for Decision-Making, Problem-Solving & Innovation

Using AI to support analysis and decision-making
AI-assisted problem-solving frameworks
Creative thinking and innovation with AI
Real-world case studies of AI in the workplace
Action planning: applying AI after the training

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Multitasking & Time Management at the Workplace (2 Days)
2026-09-29 - 2026-09-30
Objectives
The “Managing Multiple Tasks and Work Priorities” course is designed to equip participants with effective strategies and techniques for managing their workload, prioritizing tasks, and maximizing productivity in a dynamic and fast-paced work environment. Through practical exercises, discussions, and real-life scenarios, participants will learn how to effectively handle multiple responsibilities, make informed decisions on task prioritization, and enhance their time management skills.
Target Audience
The “Managing Multiple Tasks and Work Priorities” course is designed for professionals at all levels who are faced with managing multiple tasks, responsibilities, and competing priorities in their work. It is suitable for individuals from various industries and roles, including managers, supervisors, project leads, team members, and anyone seeking to enhance their task management and work prioritization skills.
Learning Outcomes

Assess and analyze their workload to effectively manage multiple tasks and responsibilities.
Apply proven time management techniques to maximize productivity and minimize time wastage.
Prioritize tasks based on importance, urgency, and organizational goals.
Implement strategies to minimize interruptions and distractions and maintain focus.

Course Outlines: Day 1:
Module 1: Introduction to Managing Multiple Tasks and Work Priorities

Understanding the challenges and impact of managing multiple tasks.
Identifying common time management pitfalls and how they affect productivity.
Setting goals for improving task management and work prioritization.
Analyzing Workload and Task Prioritization

Module 2: Assessing the current workload and identifying tasks and responsibilities.
Applying prioritization techniques to categorize tasks based on importance and urgency.

Identifying key factors and criteria for effective task prioritization.
Time Management Techniques

Module 3: Exploring proven time management strategies and techniques.

Setting realistic deadlines and creating a time management plan.
Overcoming procrastination and managing distractions.
Managing Interruptions and Distractions

Module 4: Identifying common interruptions and distractions in the workplace.

Implementing strategies to minimize and effectively handle interruptions.
Developing techniques to regain focus and maintain productivity.
Delegating and Outsourcing Tasks

Day 2:
Module 5: Recognizing tasks that can be delegated or outsourced.

Understanding the criteria for determining tasks that are suitable for delegation or outsourcing.
Identifying tasks that are repetitive, time-consuming, or outside your core competency.
Evaluating the potential benefits and risks associated with delegating or outsourcing specific tasks.

Module 6: Effective Task and Project Planning

Breaking down projects into manageable tasks and creating action plans.
Utilizing task management tools and software for planning and tracking progress.
Incorporating flexibility and adaptability in task and project planning.

Module 7: Prioritization Decision-Making

Making informed decisions on task prioritization based on organizational goals and deadlines.
Applying techniques such as the Eisenhower Matrix or ABC Analysis.
Evaluating trade-offs and considering the impact of task prioritization decisions.

Module 8: Managing Work Overload and Stress

Recognizing signs of work overload and stress.
Implementing stress management techniques and self-care practices.
Seeking support and resources to manage work-related stress effectively.

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Basic Mandarin for Workplace Communication (2 Days)
2026-09-29 - 2026-09-30
Objectives
This programme is designed to help participants develop basic Mandarin communication skills for workplace and daily interactions. It focuses on pronunciation, tones, simple sentence structures, and commonly used Mandarin expressions. Using an easy, interactive, and practical approach, participants will gain confidence to communicate in basic Mandarin with colleagues, customers, and social contacts. The programme supports continuous learning and application in real-life workplace situations.
Target Audience

Employees with no or minimal Mandarin knowledge
Frontline and customer-facing staff
Administrative and support staff
Professionals interacting with Mandarin-speaking colleagues or customers

Learning Outcomes
By the end of this program, participants will be able to:

Pronounce Hanyu Pinyin and the four Mandarin intonations
Use basic Mandarin greetings and daily expressions
Conduct a simple self-introduction and address others appropriately
Communicate basic preferences and simple needs
Use common Mandarin vocabulary related to numbers, time, money, places, and daily activities
Apply basic Mandarin in simple workplace and social conversations

Course Outlines: Module 1: Mental Preparation & Motivation

Understanding the importance of Mandarin communication
Building confidence and interest in learning Mandarin

Module 2: Hanyu Pinyin & Pronunciation

Introduction to Hanyu Pinyin
Correct pronunciation techniques

Module 3: Four Intonations (Tones)

Understanding the four Mandarin tones
Practising tone accuracy

Module 4: Daily Greetings & Useful Expressions

Common greetings
Frequently used daily expressions

Module 5: Self-Introduction & Addressing People

Introducing oneself
Proper ways to address people

Day 2 – Practical Vocabulary & Workplace Conversations
Module 6: Basic Vocabulary for Daily & Workplace Use

Names of things and places
Common nouns, verbs, adverbs, and adjectives

Module 7: Numbers, Time & Money

Numbers and money value
Time, day, week, month, and year

Module 8: Simple Conversations & Preferences

Expressing likes and preferences
Asking and answering simple questions

Module 9: Practical Daily Situations

Basic shopping and bargaining
Ordering food in restaurants

Module 10: Practice & Reinforcement

Singing for pronunciation practice
Simple conversation practice
Short test and recap

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.

Basic English at the Workplace – Level 2 (2 Days)
2026-09-29 - 2026-09-30
Objectives
This programme is designed for employees with basic English knowledge who want to communicate more clearly and confidently at work. It focuses on improving sentence structure, vocabulary, and everyday workplace communication. Participants will practise speaking, listening, reading, and basic writing skills commonly used in workplace situations. The programme supports participants in moving from basic understanding to more functional and confident workplace communication.
Target Audience

Employees with basic English proficiency
Staff who can communicate in simple English but lack confidence
Employees who need to improve workplace communication skills

Learning Outcomes

Communicate more clearly in common workplace situations
Use correct sentence structures and expanded workplace vocabulary
Participate in basic work-related conversations and discussions
Write short and simple work-related messages and emails

Course Outlines: Day 1
Module 1: Strengthening English Fundamentals

Reviewing basic grammar and sentence structure
Expanding common workplace vocabulary
Using correct tenses in daily work communication

Module 2: Speaking Clearly and Confidently

Expressing ideas and opinions simply
Asking questions and seeking clarification
Improving pronunciation and clarity

Module 3: Workplace Communication Skills

Communicating with colleagues and supervisors
Handling simple telephone conversations
Understanding and responding to instructions

Day 2
Module 4: Writing for the Workplace

Writing simple emails and messages
Using polite and professional language
Avoiding common writing mistakes

Module 5: Listening and Understanding at Work

Improving listening skills in meetings and discussions
Understanding feedback and instructions
Responding appropriately in conversations

Module 6: Practical Communication Practice

Role-plays based on real workplace situations
Guided speaking and writing exercises
Practice with feedback and correction

PRICING:

RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training, please contact us for a quote.

Kindly 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.
Tel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com

Click Here for Registration & Further Details!

Cancellation & Transfer

Please 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.
Disclaimer: 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.
