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DTSTART;VALUE=DATE:20260121
DTEND;VALUE=DATE:20260123
DTSTAMP:20260422T075709
CREATED:20251224T010625Z
LAST-MODIFIED:20251231T013521Z
UID:50406-1768953600-1769126399@uoa-academy.com
SUMMARY:Frontline Excellence: Delivering Service with  Confidence & Impact (2 Days)
DESCRIPTION:Objectives In 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. Target Audience ● Frontline Staff ● Customer Service Representatives ● Hospitality & Service Teams ● Call Centre & Contact Centre Agents ● Sales Assistants & Customer-Facing Roles Learning Outcomes By the end of this programme\, participants will be able to: ● Build confidence in handling customer interactions professionally ● Understand the shift from transactional service to experiential service ● Learn to anticipate customer needs and manage emotions effectively ● Apply structured recovery techniques to turn service failures into loyalty ● Deliver consistent service excellence aligned with organisational values Course Outlines Day 1: BUILDING CONFIDENCE & SERVICE FOUNDATION Module 1: The Role of Frontliners as Brand Ambassadors ● Understanding how frontline behaviour shapes brand perception ● Moving from “task-based service” to “experience ownership” ● The frontline impact on loyalty\, reputation\, and trustModule 2: Confidence in Customer Interaction ● Building self-confidence in face-to-face and verbal interactions ● Managing first impressions and professional presence ● Staying composed under pressure Module 3: Understanding Customer Behaviour & Emotions ● Why customers react the way they do ● Identifying emotional triggers in service situations ● Adapting responses based on customer mood and expectations Module 4: Communication Skills for Service Excellence ● Active listening and questioning techniques ● Managing tone\, body language\, and clarity ● Handling misunderstandings without escalating conflict Day 2: HANDLING CHALLENGES & CREATING IMPACT Module 5: Managing Difficult Customers with Professionalism ● Staying calm when customers are upset or demanding ● De-escalation techniques for tense situations ● Setting boundaries while remaining service-oriented Module 6: Anticipation & Proactive Service Behaviours ● Spotting early signs of dissatisfaction ● Anticipating needs before customers ask ● Reducing complaints through proactive actions Module 7: Service Recovery & Problem Resolution ● Handling complaints systematically ● Taking ownership of service breakdowns ● Restoring customer confidence after service failure Module 8: Consistency\, Impact & Personal Action Plan ● Delivering consistent service standards daily ● Aligning service behaviour with organisational values ● Creating a personal frontline excellence action plan Training Methodology This 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:RM 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/2-day-frontline-excellence-service-with-confidence/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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DTSTART;VALUE=DATE:20260121
DTEND;VALUE=DATE:20260223
DTSTAMP:20260422T075709
CREATED:20251224T011521Z
LAST-MODIFIED:20251231T013540Z
UID:50424-1768953600-1771804799@uoa-academy.com
SUMMARY:Smart Office Management & Administration  (2 Days)
DESCRIPTION:Objectives Modern office professionals are required to manage increasing workloads\, evolving technologies\, and complex stakeholder expectations while maintaining professionalism and efficiency. This programme provides a structured and practical approach to office management and administrative excellence in today’s workplace. It addresses organisation\, time and task management\, communication\, and working effectively with superiors. The programme also introduces practical tools and techniques to improve daily work routines and personal effectiveness. Participants will gain clarity\, structure\, and confidence in managing their administrative responsibilities in a professional office environment.Target Audience ● Administrative Professionals● Office Managers and Executive Assistants● Personal Assistants and Secretaries● Clerical and Support Staff● Employees involved in office coordination and administrative functionsLearning Outcomes By the end of this programme\, participants will be able to:● Apply structured approaches to organise office work and administrative responsibilities● Manage time\, tasks\, and priorities more effectively in a dynamic work environment● Demonstrate professional communication and workplace etiquette● Work more effectively with superiors and internal stakeholders● Utilise practical tools and techniques to improve daily work routines and efficiencyCourse Outlines Module 1: Introduction to Modern Office Administration● The evolving role of office and administrative professionals● Getting organised in a fast-paced work environment● Adapting to IR 4.0\, digitalisation\, and AI in office administration● Understanding expectations of a modern administrative roleModule 2: Managing Time & Work Priorities● Managing personal time and coordinating schedules● Keeping others on track and maintaining timelines● Prioritisation using urgency vs importance● SMART planning and goal-setting for administrative tasksModule 3: Managing Tasks\, Managing Self● Applying the 80:20 principle at work● Understanding effectiveness vs efficiency● Professional grooming and workplace presence● Organising meetings and meeting etiquette● Office ethics with internal and external stakeholdersModule 4: Interpersonal Communication in the Workplace● Verbal and non-verbal communication skills● Understanding body language and workplace signals● Personal image and professional impression● Building internal networks and professional relationshipsDay 2: WORKING SMARTER & BUILDING PROFESSIONAL PARTNERSHIPSModule 5: Managing Expectations of Superiors● Understanding different leadership styles● Identifying your superior’s working preferences● Balancing superior expectations with organisational policies● Managing upward communication professionallyModule 6: The Team of Two – Partnering with Your Boss● Building effective working relationships with superiors● Compatibility vs chemistry in working styles● Influencing and convincing skills at work● Supporting decision-making and executionModule 7: Tools & Techniques to Organise Work Routine● Idea management through mind charting● Planning work using activity vs timeline matrix● Visual control and work monitoring● Work alignment and follow-up techniques● Managing updates and progress trackingModule 8: Wrap-Up & Moving Forward● Consolidation of key learning points● Identifying improvement areas in daily work routines● Translating learning into practical workplace actions● Personal action planning for continuous improvementTraining MethodologyThis programme uses an interactive and practical learning approach\, combining guided discussions\, workplace scenarios\, hands-on exercises\, and individual reflection. Participants practise applying tools and techniques through real administrative situations to improve organisation\, communication\, and work efficiency. The focus is on immediate workplace application to ensure learning translates into improved performance and professionalism. \nPRICING:RM 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/level-3-smart-office-management-administration-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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