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X-WR-CALDESC:Events for UOA Academy
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DTSTART;VALUE=DATE:20261007
DTEND;VALUE=DATE:20261009
DTSTAMP:20260423T123435
CREATED:20260114T015644Z
LAST-MODIFIED:20260114T015644Z
UID:50759-1791331200-1791503999@uoa-academy.com
SUMMARY:Frontline Excellence: Delivering Service with Confidence & Impact (2 Days)
DESCRIPTION:Objectives  \nIn today’s competitive service environment\, frontline professionals play a critical role in shaping customer perception and organisational reputation. This programme provides a structured framework for understanding the dynamics of modern customer interactions and the expectations placed on frontline roles. It addresses the realities of high-volume\, high-pressure service settings while reinforcing the importance of professionalism and consistency. Through practical scenarios and guided learning\, participants explore how everyday interactions influence customer confidence and brand credibility. The programme serves as a platform to strengthen frontline capability and support sustainable service excellence across the organisation.  \nTarget Audience  \n\n Frontline Staff \n Customer Service Representatives \n Hospitality & Service Teams \n Call Centre & Contact Centre Agents \n Sales Assistants & Customer-Facing Roles \n\nLearning Outcomes  \nBy the end of this programme\, participants will be able to:  \n\n Build confidence in handling customer interactions professionally \n Understand the shift from transactional service to experiential service \nLearn to anticipate customer needs and manage emotions effectively \nApply structured recovery techniques to turn service failures into loyalty \nDeliver consistent service excellence aligned with organisational values \n\nCourse Outlines  \nDay 1: BUILDING CONFIDENCE & SERVICE FOUNDATION  \nModule 1: The Role of Frontliners as Brand Ambassadors  \n\n Understanding how frontline behaviour shapes brand perception \nMoving from “task-based service” to “experience ownership” \nThe frontline impact on loyalty\, reputation\, and trust \n\nModule 2: Confidence in Customer Interaction  \n\n Building self-confidence in face-to-face and verbal interactions \nManaging first impressions and professional presence \nStaying composed under pressure \n\nModule 3: Understanding Customer Behaviour & Emotions  \n\n Why customers react the way they do \n Identifying emotional triggers in service situations \n Adapting responses based on customer mood and expectations \n\nModule 4: Communication Skills for Service Excellence  \n\n Active listening and questioning techniques \n Managing tone\, body language\, and clarity \n Handling misunderstandings without escalating conflict \n\nDay 2: HANDLING CHALLENGES & CREATING IMPACT  \nModule 5: Managing Difficult Customers with Professionalism  \n\n Staying calm when customers are upset or demanding \n De-escalation techniques for tense situations \n Setting boundaries while remaining service-oriented \n\nModule 6: Anticipation & Proactive Service Behaviours  \n\n Spotting early signs of dissatisfaction \n Anticipating needs before customers ask \n Reducing complaints through proactive actions \n\nModule 7: Service Recovery & Problem Resolution  \n\n Handling complaints systematically \n Taking ownership of service breakdowns \n Restoring customer confidence after service failure \n\nModule 8: Consistency\, Impact & Personal Action Plan  \n\n Delivering consistent service standards daily \n Aligning service behaviour with organisational values \n Creating a personal frontline excellence action plan \n\nTraining Methodology  \nThis programme uses an interactive and experiential learning approach\, combining facilitated discussions\, role-plays\, and real-life frontline scenarios. Participants practise practical communication\, service handling\, and recovery techniques through hands-on activities\, group exercises\, and guided reflection. The focus is on real workplace application\, enabling participants to build confidence\, manage challenging customer situations\, and deliver consistent service excellence with immediate impact.  \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/frontline-excellence-service-with-confidence/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20261007
DTEND;VALUE=DATE:20261009
DTSTAMP:20260423T123435
CREATED:20260114T020224Z
LAST-MODIFIED:20260114T020224Z
UID:50761-1791331200-1791503999@uoa-academy.com
SUMMARY:Hazard Identification\, Risk Assessment and Risk Control (HIRARC) (2 Days)
DESCRIPTION:Objectives  \nThe Hazard Identification\, Risk Assessment\, and Risk Control (HIRARC) Training Course is designed to equip participants with the essential knowledge and skills to systematically identify\, assess\, and control hazards in the workplace. The course is designed to instill a comprehensive understanding of HIRARC principles\, fostering a proactive safety culture within organizations.  \nTarget Audience  \nThis training course is tailored for individuals across various industries\, including but not limited to safety officers\, supervisors\, managers\, and middle management that are involved in health and safety responsibilities. It caters to professionals seeking to enhance their proficiency in hazard identification\, risk assessment\, and risk control\, ultimately contributing to a safer working environment.  \nLearning Outcomes  \n\n Thorough understanding of HIRARC methodology. \n Proficiency in identifying workplace hazards and conducting risk assessments. \nImplementation of practical risk control measures. \n Development of clear safety communication skills. \n Active contribution to robust safety management systems. \n Empowerment to minimize risks and foster a safer work environment. \n\nCourse Outlines:  \nDay 1:  \nModule 1: Introduction to HIRARC Principles  \n\n Overview and importance of Hazard Identification\, Risk Assessment\, and Risk Control. \n Principles of fostering a proactive safety culture. \n\nModule 2: HIRARC Methodology  \n\n In-depth exploration and practical application exercises. \n Case studies illustrating successful HIRARC implementation. \n\nModule 3: Target Audience and Industry Application  \n\n Identification of target audience and customization for diverse industries. \nPractical scenarios and discussions for industry-specific application. \n\nModule 4: Proficiency in Hazard Identification and Risk Assessment  \nTechniques for identifying workplace hazards.  \n\n Step-by-step guide to conducting effective risk assessments. \n\nDay 2:  \nModule 5: Practical Risk Control Measures  \n\n Implementation strategies and real-world simulations. \n Showcasing successful risk control practices through case studies. \n\nModule 6: Safety Communication Skills  \n\n Importance of clear safety communication. \n Developing effective communication strategies. \n\nModule 7: Contribution to Safety Management Systems  \n\n Active contribution to robust safety management systems. \n Integration of HIRARC principles into organizational safety frameworks. \n\nModule 8: Empowerment for a Safer Work Environment  \n\n Strategies for minimizing risks in the workplace. \n Fostering a culture of safety empowerment. \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/hirarc-hazard-identification-risk-control-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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