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X-WR-CALDESC:Events for UOA Academy
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260505
DTEND;VALUE=DATE:20260507
DTSTAMP:20260421T205202
CREATED:20260112T020455Z
LAST-MODIFIED:20260112T070302Z
UID:50583-1777939200-1778111999@uoa-academy.com
SUMMARY:From Customer Service to Customer Experience (2 Days)
DESCRIPTION:Objectives  \nThis programme helps participants move beyond basic service delivery toward creating memorable customer experiences. Participants learn to anticipate needs\, handle complaints with empathy\, and deliver consistent excellence that builds loyalty and brand trust. The programme aims to:  \n\n Strengthen participants’ ability to manage customers with professionalism and care. \nDevelop proactive service behaviors that exceed expectations. \n Equip teams with practical recovery strategies for real-life service challenges. \n\nTarget Audience  \nFrontline Staff\, Customer Service Representatives\, Call Centre Agents\, Hospitality Teams\, Sales Assistants\, and anyone involved in direct customer interaction.  \nLearning Outcomes  \nBy the end of this programme\, participants will be able to:  \n\n Differentiate between customer service and customer experience. \n Demonstrate proactive service behaviors in handling daily interactions. \nApply the WOW Recovery method to turn complaints into loyalty. \n Use empathy\, tone\, and anticipation to manage diverse customer emotions. \nCreate a consistent service culture that reflects organizational values. \n\nCourse Outlines  \nDay 1: Creating Memorable Moments  \nModule 1: The Shift from Service to Experience  \nProgram Content:  \n\n What defines excellent customer experience today \n Emotional connection and memory in customer loyalty \nThe “Moments that Matter” concept \n\nActivities / Exercises:  \n\n Service Story Reflection: Best and worst experience \n Group activity: Mapping your customer’s journey \n\nModule 2: Communication that Connects  \nProgram Content:  \n\n Verbal and non-verbal communication in service interactions \nTone\, empathy\, and active listening skills \n Handling diverse personalities and emotional triggers \n\nActivities / Exercises:  \n\n Empathy simulation: “Walk in My Shoes” \n Role-play: Calming an upset customer \n\nDay 2: Anticipate\, Recover\, and Delight  \nModule 3: Proactive Service & Anticipation Skills  \nProgram Content:  \n\n Reading customer cues before problems arise \n Anticipating needs based on service patterns \n Service personalization techniques \n\nActivities / Exercises:  \n\n “Guest Radar” observation game \n Team brainstorm: Anticipation in your department \n\nModule 4: WOW Recovery & Lasting Impressions  \nProgram Content:  \n\n Handling complaints using the WOW Recovery model \nTurning service failure into a relationship opportunity \n Building habits for consistent service excellence \n\nActivities / Exercises:  \n\n Real complaint analysis: “What went wrong?” \n Group presentation: Design your department’s WOW recovery plan \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/from-customer-service-to-customer-experience-2-day-training/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260505
DTEND;VALUE=DATE:20260507
DTSTAMP:20260421T205202
CREATED:20260112T021406Z
LAST-MODIFIED:20260112T070210Z
UID:50587-1777939200-1778111999@uoa-academy.com
SUMMARY:Speak & Write Confidently with Better English (2 Days)
DESCRIPTION:Objectives  \nThe objective of this training course is to enhance participants’ confidence and effectiveness in speaking and writing English in the workplace. This programme is designed for professionals who already possess basic English knowledge but require improvement in fluency\, clarity\, and professional communication.  \nThe course focuses on practical workplace communication\, helping participants express ideas clearly\, participate confidently in discussions\, and produce professional written communication such as emails\, messages\, and simple reports. By addressing common Malaysian English challenges\, participants will develop stronger communication skills applicable to daily work situations.  \nTarget Audience  \nThis training course is designed for Malaysian working professionals who have basic to intermediate English proficiency and use English in their daily work. It is particularly suitable for:  \n\n Executives\, officers\, supervisors\, and support staff \n Frontline and customer-facing employees \n Employees who understand English but lack confidence in speaking and writing \n\nLearning Outcomes  \nBy the end of this programme\, participants will be able to:  \n\n Speak more confidently in workplace conversations and meetings \n Express ideas clearly without overthinking \n Write professional emails and messages with clarity and confidence \nReduce common Malaysian English errors \n Communicate more effectively in daily work situations \n\nCourse Outlines  \nDAY 1: Speaking with Confidence in the Workplace  \nModule 1: Workplace English in the Malaysian Context  \n\n Common communication challenges faced by Malaysian professionals \nUnderstanding the gap between knowing and speaking English \nDifferences between casual and professional English \n Building awareness of speaking habits and confidence levels \n\nModule 2: Speaking Clearly and Naturally  \n\n Structuring thoughts before speaking \n Improving clarity\, pronunciation\, and intonation \n Avoiding direct translation from Bahasa Malaysia \n Using simple and correct English confidently \n\nModule 3: Confident Communication in Meetings and Discussions  \n\n Expressing opinions\, ideas\, and suggestions professionally \nAsking questions and clarifying information \n Agreeing and disagreeing politely \n Managing hesitation and interruptions \n\nModule 4: Handling Workplace Conversations and Situations  \n\n Communicating with colleagues\, seniors\, and clients \n Giving explanations\, updates\, and instructions \n Handling misunderstandings professionally \n Building confidence to speak up at work \n\nDAY 2: Writing Clearly and Professionally  \nModule 5: Principles of Professional Workplace Writing  \n\n Writing clearly and concisely \n Common sentence and grammar errors in Malaysian English\nStructuring sentences and paragraphs effectively \n Writing with appropriate tone and professionalism \n\nModule 6: Writing Effective Emails and Workplace Messages  \n\n Structuring professional emails \n Writing requests\, updates\, and follow-ups \n Professional WhatsApp and internal communication \nAvoiding unclear or overly direct messages \n\nModule 7: Writing Simple Reports\, Notes\, and Documentation  \n\n Writing short reports and summaries \n Organising ideas logically \n Using appropriate vocabulary and tone \n Reducing overthinking and improving writing confidence \n\nModule 8: Integrating Speaking and Writing Skills  \n\n Thinking in English for better fluency \n Applying speaking skills to writing tasks \n Personal communication improvement plan \n Sustaining confidence and continuous improvement\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-write-confidently-with-better-english-2-day-course/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260505
DTEND;VALUE=DATE:20260507
DTSTAMP:20260421T205202
CREATED:20260112T022410Z
LAST-MODIFIED:20260112T070241Z
UID:50589-1777939200-1778111999@uoa-academy.com
SUMMARY:Certification Basic First Aid Training (BOFAC) + CPR Training + AED Training (2 days)
DESCRIPTION:Objectives  \nThe Certification Basic First Aid Training (BOFAC) + CPR Training + AED Training is a comprehensive 2-day course designed to equip participants with essential first aid skills\, CPR techniques\, and AED operation knowledge. Participants will learn how to respond effectively to emergencies\, provide life-saving interventions\, and manage common injuries\, illnesses\, and medical conditions. The course combines theoretical knowledge with hands-on practice\, simulations\, and role-play exercises to ensure participants develop the necessary skills and confidence to handle emergency situations.  \nTarget Audience  \nThe Certification Basic First Aid Training (BOFAC) + CPR Training + AED Training is specifically designed for individuals who are expected to perform first aid in their workplace. This comprehensive course is aimed at providing participants with the necessary knowledge and skills to effectively respond to medical emergencies and provide immediate care to injured or ill individuals.  \nLearning Outcomes  \n\n Understand the importance of basic first aid and CPR in emergency situations. \nDemonstrate proficiency in providing CPR to adults\, children\, and infants. \nOperate an Automated External Defibrillator (AED) effectively and safely. \nAssess and prioritize injuries and illnesses\, and provide appropriate first aid interventions. \n\nDay 2:  \nModule 6: First Aid for Medical Conditions  \n\n Recognizing and responding to heart attacks\, strokes\, and seizures \nManaging diabetes-related emergencies \n Administering appropriate first aid for asthma attacks and other respiratory conditions \n\nModule 7: First Aid for Pediatric Emergencies  \n\n Specific considerations for providing first aid to infants and children \nManaging common pediatric emergencies\, such as fevers\, seizures\, and allergic reactions \n Techniques for comforting and calming distressed children during first aid situations \n\nModule 8: First Aid in Remote and Disaster Situations  \n\n Understanding the unique challenges and considerations in remote and disaster settings \n Essential first aid skills for wilderness\, outdoor\, or remote locations \nPreparing and responding to natural disasters and other large-scale emergencies \n\nModule 9: Practical Scenarios and Role-Play Exercises  \n\n Engaging in simulated emergency scenarios to apply first aid and CPR skills \nParticipating in role-play exercises to practice communication and coordination during emergencies \n Receiving feedback and guidance from instructors on performance and techniques \n\nModule 10: Certification Assessment  \n\n Final assessment to evaluate participants’ understanding and application of first aid and CPR skills \n Certification awarded upon successful completion of the assessment \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/certification-basic-first-aid-bofac-cpr-aed-training/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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