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X-WR-CALDESC:Events for UOA Academy
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260603
DTEND;VALUE=DATE:20260605
DTSTAMP:20260422T014202
CREATED:20260112T042039Z
LAST-MODIFIED:20260112T042039Z
UID:50612-1780444800-1780617599@uoa-academy.com
SUMMARY:Telephone Techniques and Handling Difficult Clients (2 Days)
DESCRIPTION:Objectives  \nThe Telephone Techniques and Handling Difficult Clients course aims to enhance participants’ communication skills in telephone interactions and equip them with strategies to effectively manage challenging client interactions. The primary objectives include providing insights into telephone etiquette\, developing techniques for handling difficult clients\, and fostering a positive customer service experience.  \nTarget Audience  \nThis course is designed for customer service representatives\, executives\, and professionals involved in telephone-based interactions. It is suitable for individuals seeking to improve their telephone communication skills and effectively handle challenging client situations. The content caters to those in various industries where telephone communication plays a crucial role in customer relations.  \nLearning Outcomes  \n\n Gain proficiency in telephone etiquette\, encompassing effective greetings\, active listening\, and maintaining a professional tone. \n Develop strategies for managing difficult clients\, addressing complaints\, and resolving conflicts during telephone interactions. \n Acquire skills to enhance customer satisfaction through improved communication effectiveness. \n Contribute to a positive and professional organizational image through effective telephone techniques. \n Empower participants with the knowledge and tools to handle challenging client interactions with confidence and professionalism. \n\nCourse Outlines:  \nDay 1:  \nModule 1: Foundations of Effective Telephone Communication  \n\n Professional Telephone Etiquette (Greetings\, Introductions\, Closing Remarks) \nActive Listening Skills (Techniques for Effective Listening and Understanding) \nNonverbal Communication in Telephone Interactions (Tone of Voice\, Pace\, Enunciation) \n Building Rapport and Establishing Trust \n\nModule 2: Handling Customer Inquiries and Requests  \n\n Gathering Information and Clarifying Client Needs \n Providing Accurate and Concise Information \n Problem-Solving Techniques for Common Customer Inquiries \n Directing Calls and Transferring Calls Effectively \n\nModule 3: Techniques for Handling Customer Complaints  \n\n Active Listening and Empathy in Complaint Handling \n Acknowledging and Validating Customer Concerns \n De-escalation Techniques for Angry or Frustrated Clients \n Finding Solutions and Resolving Complaints Effectively \n\nModule 4: Building Rapport and Customer Relationships  \n\n Personalized Communication and Customer Recognition \n Active Listening and Empathy in Customer Interactions \n Building Trust and Credibility through Effective Communication \n\nDay 2:  \nModule 5: Dealing with Difficult Client Behaviors  \n\n Identifying and Addressing Aggressive\, Rude\, or Demanding Clients \nSetting Boundaries and Maintaining Professionalism \n Handling Difficult Conversations and Difficult People \n Techniques for Remaining Calm and Composed under Pressure \n\nModule 6: Handling Difficult Situations  \n\n Dealing with Irate Customers and Handling Angry Outbursts \nManaging Difficult Calls and Escalation Situations \n Handling Customer Complaints and Disputes \n Techniques for Handling Difficult or Sensitive Topics \n\nModule 7: Communication Technology and Tools  \n\n Utilizing Telephone Systems and Communication Technologies \nEffective Use of Call Recording and Monitoring Tools \n Communication Protocols and Best Practices \n Technology and its Impact on Customer Service \n\nModule 8: Enhancing Customer Satisfaction  \n\n Measuring Customer Satisfaction and Gathering Feedback \nUsing Customer Feedback to Improve Telephone Interactions \nCreating a Positive Customer Experience \n Building Long-Term Customer Relationships \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/telephone-techniques-handling-difficult-clients-2-day-course/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260603
DTEND;VALUE=DATE:20260605
DTSTAMP:20260422T014202
CREATED:20260112T042802Z
LAST-MODIFIED:20260112T042802Z
UID:50614-1780444800-1780617599@uoa-academy.com
SUMMARY:Professional Email Etiquette\, Writing Skills & Office
DESCRIPTION:Objectives  \nEffective workplace communication is essential for professionalism\, efficiency\, and organisational credibility. This 2-day programme equips participants with practical skills to communicate clearly and professionally through emails\, written correspondence\, and daily office interactions.  \nThe programme focuses on professional email etiquette\, structured writing skills\, and effective office communication practices. Participants will learn how to manage tone\, clarity\, and intent across different communication situations while maintaining professionalism and courtesy in both internal and external correspondence.  \nTarget Audience  \n\n Executives\, managers\, and supervisors \n Administrative and support staff \n Professionals involved in internal and external communication \n Employees who write emails\, reports\, or official workplace messages \n\nLearning Outcomes  \n\n Apply professional email etiquette in workplace communication \n Write clear\, concise\, and well-structured professional messages \n Use appropriate tone and language for different audiences and situations \nHandle sensitive or challenging communication professionally \n Communicate effectively with colleagues\, superiors\, and external parties \nContribute to a positive and professional office communication culture \n\nCourse Outlines: Day 1 – Professional Email Etiquette & Writing Fundamentals  \nModule 1: Fundamentals of Professional Email Etiquette  \n\n Importance of email etiquette in the workplace \n Common email mistakes and their impact \n Email as a reflection of personal and organisational image \n\nModule 2: Professional Tone\, Language & Style  \n\n Choosing appropriate tone for different recipients \n Formal\, semi-formal\, and informal writing styles \n Polite\, respectful\, and professional language usage \n\nModule 3: Structuring Effective Emails & Written Messages  \n\n Organising emails for clarity and purpose \n Writing effective subject lines \n Structuring messages for readability and action \n\nModule 4: Writing Skills for Workplace Communication  \n\n Writing clearly and concisely \n Avoiding ambiguity and misinterpretation \n Grammar\, word choice\, and sentence structure essentials \n\nDay 2 – Office Communication & Handling Workplace Scenarios Module  \n5: Managing Email Interactions with Courtesy  \n\n Responding promptly and professionally \n Acknowledging emails appropriately \n Managing follow-ups and reminders \n\nModule 6: Handling Challenging & Sensitive Communication  \n\n Managing complaints and dissatisfaction professionally \nWriting firm yet polite messages \n Handling conflict and misunderstandings through writing\n\nModule 7: Office Communication Skills  \n\n Communicating effectively with colleagues and supervisors \nProfessional communication across departments \n Managing expectations and clarity in office communication \n\nModule 8: Building a Professional Communication Culture  \n\n Establishing communication standards in the workplace \nConsistency in written and email communication \n Best practices for professional office correspondence \nPersonal action plan for improving communication effectiveness \n\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/professional-email-etiquette-business-writing-skills-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260603
DTEND;VALUE=DATE:20260605
DTSTAMP:20260422T014202
CREATED:20260112T054510Z
LAST-MODIFIED:20260112T054510Z
UID:50616-1780444800-1780617599@uoa-academy.com
SUMMARY:ISO 14001 – Awareness Training  Environmental Management Systems (EMS)  (2 Days)
DESCRIPTION:Objectives  \nThe ISO 14001 – Awareness Training – Environmental Management Systems programme is designed to provide participants with a foundational understanding of ISO 14001 and its role in supporting effective environmental management. The programme introduces key principles\, requirements\, and benefits of ISO 14001 while emphasising environmental stewardship and sustainable business practices.  \nThe 2-day format allows participants to gain deeper awareness of EMS concepts\, regulatory compliance\, and practical implementation considerations\, enabling organisations to strengthen environmental responsibility and support sustainability objectives.  \nTarget Audience  \n\n Professionals at all levels \n Executives and Senior Managers \n Managers and Supervisors \n Personnel involved in environmental management\, compliance\, or sustainability initiatives \n Individuals seeking awareness of ISO 14001 and EMS \n\nLearning Outcomes  \n\n Develop foundational knowledge of ISO 14001 and Environmental Management Systems \n Understand the core principles\, requirements\, and benefits of ISO 14001 \nRecognise the importance of environmental stewardship in organisational operations \n Support the implementation and maintenance of effective environmental management practices \n Contribute to environmentally sustainable practices and regulatory compliance \nStrengthen organisational commitment to environmental responsibility\n\nCourse Outlines:  \nDay 1 – ISO 14001 Fundamentals & Environmental Principles  \nModule 1: Introduction to ISO 14001 & Environmental Management Systems  \n\n Overview of ISO 14001 and its global significance \n Purpose and benefits of Environmental Management Systems \nRelationship between EMS and organisational sustainability \n\nModule 2: Key Principles of ISO 14001  \n\n Core principles underpinning ISO 14001 \n Risk-based thinking and environmental responsibility \n Continual improvement and preventive approach \n\nModule 3: Understanding ISO 14001 Requirements  \n\n Overview of ISO 14001 clauses and structure \n Understanding compliance obligations \n Roles and responsibilities within an EMS \n\nModule 4: Environmental Stewardship & Sustainable Practices  \n\n Role of environmental stewardship in organisations \n Integrating sustainable practices into daily operations \n Environmental awareness and employee involvement \n\nDay 2 – EMS Implementation\, Roles & Continuous Improvement  \nModule 5: Implementation of Environmental Management Systems  \n\n Steps to implement an effective EMS \n Aligning EMS with organisational processes \n Documentation and operational controls \n\nModule 6: Maintenance & Continuous Improvement  \n\n Monitoring and measuring environmental performance \n Internal evaluation and improvement opportunities \n Best practices for sustaining EMS effectiveness \n\nModule 7: Roles of Professionals & Leadership in Environmental Responsibility  \n\n Responsibilities of professionals\, executives\, and senior managers\nLeadership commitment and environmental culture \n Promoting awareness and accountability across the organisation \n\nModule 8: EMS Awareness\, Compliance & Organisational Readiness  \n\n Supporting compliance with environmental standards \n Preparing organisations for audits and assessments (awareness level) \nKey takeaways and action planning for workplace application \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/iso-14001-awareness-training-environmental-management-systems-2/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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