ISO 45001 Occupational Health and Safety (OH&S)
2025-09-10 - 2025-09-11
Objective:The ISO 45001 Occupational Health and Safety training is designed to establish and maintain practices that prioritize the health and safety of employees and other stakeholders. The brief objectives of ISO 45001 include the establishment of a systematic approach to OH&S management, identification and mitigation of risks, compliance with applicable legal and regulatory requirements, and continuous improvement of OH&S performance.Target Audience:The target audience for ISO 45001 includes employees at all levels, middle management, executives and individual seeking to enhance their commitment to employee well-being and safety. This standard is particularly relevant to companies that recognize the importance ofproviding a safe and healthy work environment, reducing workplace accidents, and minimizing occupational health risks.Learning Outcome:1. Gain a comprehensive understanding of OH&S management systems principles and requirements.2. Identify and assess occupational health and safety risks, establish effective controls, and ensure legal compliance.3. Develop skills to implement and maintain a customized and robust OH&S management system.4. Empower individuals and organizations to continuously improve OH&S performance through monitoring, evaluation, and preventive/corrective measures.5. Foster a safety culture, protect employees, and contribute to the overall well-being of the workforce.
Course Outlines:
Day 1:Module 1: Introduction to ISO 45001● Overview of Occupational Health and Safety (OH&S) management systems● Importance of prioritizing employee and stakeholder health and safetyModule 2: Objectives of ISO 45001 Training● Establishing a systematic approach to OH&S management● Identification and mitigation of occupational health and safety risks● Ensuring compliance with legal and regulatory requirements● Continuous improvement of OH&S performanceModule 3: Principles and Requirements of OH&S Management Systems● Understanding the principles behind ISO 45001● Key requirements for implementation and documentation● Leadership and responsibility for effective system managementModule 4: Risk Identification and Mitigation● Techniques for identifying hazards and assessing OH&S risks● Developing and applying effective control measures● Case studies and practical approaches to risk mitigationDay 2:Module 5: Legal Compliance● Overview of applicable OSH laws and regulatory obligations● Ensuring ongoing legal compliance in the workplace● Consequences of non-compliance and risk to business operationsModule 6: Implementation Skills● Skills and strategies to implement ISO 45001 effectively● Tailoring the management system to suit organizational needs and industry context● Training, internal communication, and employee involvementModule 7: Continuous Improvement● Monitoring and evaluating OH&S metrics and KPIs● Conducting internal audits and incident reporting● Implementing corrective and preventive actions for system enhancementModule 8: Safety Culture and Well-being● Building a proactive safety culture through leadership and engagement● Initiatives to support employee well-being● High-impact activities to raise safety awareness across the organization
PRICING:RM 1,800.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Handling Customer Complaints (2 Days)
2025-09-10 - 2025-09-11
Objective:
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 1,800.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Workplace Hazardous Materials Information (2 days)
2025-09-10 - 2025-09-11
Objectives
The Workplace Hazardous Materials Information course is designed to educate participants on the safe handling, storage, and communication of hazardous materials within the workplace. The objective is to ensure that participants acquire the necessary knowledge and skills to identify, assess, and manage hazardous materials effectively, promoting a safer working environment.
Target Audience
This program is specifically tailored for employees who handle or work in proximity to hazardous materials in the workplace. It includes workers from various sectors such as engineering, construction, and healthcare. The program aims to benefit individuals at all levels, from frontline workers to management, ensuring a comprehensive understanding of workplace hazardous materials information.
Learning Outcomes

Acquire skills to identify and assess potential hazards associated with materials in the workplace.
Implement proper handling and storage procedures to ensure safety in the workplace.
Empower participants to contribute to a safer work environment by effectively managing and communicating information about hazardous materials.
Ensure compliance with safety standards in the management of hazardous materials in the workplace.
Reduce the risk of incidents through informed handling and communication practices.

Course Outlines:
Day 1:
Module 1: Introduction to Hazardous Materials

Understanding the importance of safe handling, storage, and communication ● Overview of the course objectives and structure
Legal and ethical considerations in dealing with hazardous materials

Module 2: Identification and Assessment

Developing skills to identify potential hazards associated with workplace materials ● Methods for assessing and categorizing hazardous materials
Case studies and practical exercises for hands-on learning

Module 3: Handling and Storage Procedures

Implementing proper handling and storage procedures to ensure workplace safety ● Best practices for minimizing risks during material handling
Hands-on demonstrations and simulations

Module 4: Regulatory Requirements

Understanding regulatory requirements related to hazardous materials communication
Compliance with safety standards and legal obligations
Documentation and record-keeping practices

Day 2:
Module 5: Communication Strategies

Effective communication of information about hazardous materials ● Training on interpreting and utilizing safety data sheets
Developing clear and concise communication practices

Module 6: Empowering a Safer Work Environment

Empowering participants to contribute to a safer work environment ● Strategies for creating a safety-conscious workplace culture
Role-playing and group discussions on promoting safety awareness

Module 7: Incident Risk Reduction

Strategies for reducing the risk of incidents associated with hazardous materials ● Emergency response planning and protocols
Learning from past incidents for continuous improvement.

PRICING:RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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 (1 Days)
2025-09-18
Objective:
The objective of this training is to equip participants with practical knowledge and skills to ffectively utilize ChatGPT and AI tools in the workplace. This program will empower individuals to enhance productivity, streamline tasks, and improve decision-making byleveraging AI capabilities. Participants will learn ethical considerations, best practices, and creative applications to maximize the value of AI tools in their professional environment.
Target Audience:
This training is designed for professionals, team leaders, and organizations seeking to integrate ChatGPT and AI tools into their workflows. It is ideal for individuals looking to enhance productivity, automate routine tasks, and innovate in their roles by leveraging AIcapabilities effectively and ethically.
Learning Outcome:

Gain a practical understanding of ChatGPT and AI tools and their potentialapplications in the workplace.
Learn how to use AI for automating tasks, improving efficiency, and enhancingproductivity.
Develop skills to effectively communicate and collaborate with AI systems.
Understand ethical considerations and best practices for using AI responsibly in theworkplace.
Explore creative uses of AI tools for problem-solving, decision-making, andinnovation in various job roles.

Course Outlines:
Day 1:Module 1: Introduction to AI and ChatGPT in the Workplace● Understanding AI technologies and their impact on the workplace.● Exploring the capabilities and limitations of ChatGPT and AI tools.● Identifying key areas in the workplace where AI can be applied effectively.Module 2: Leveraging AI for Task Automation and Efficiency● Automating routine tasks such as data entry, scheduling, and email responses.● Streamlining workflows and enhancing team collaboration with AI tools.● Utilizing AI for content generation, reports, and summarization to save time.Module 3: Ethical Considerations and Best Practices in AI Usage● Understanding the ethical implications of using AI tools in the workplace.● Ensuring transparency, fairness, and privacy when using AI systems.● Implementing best practices for responsible and effective AI tool usage.Module 4: Innovative Applications of AI for Decision-Making and Problem-Solving● Using AI for data analysis, insights, and improving decision-making.● Leveraging AI tools for creative problem-solving and brainstorming.● Exploring case studies and real-world examples of successful AI integration in the workplace.
PRICING:RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Essential Skills for Communication Success in a Corporate World (2 Days)
2025-10-08 - 2025-10-09
ObjectivesEffective communication skills are crucial for success in the corporate world. This two-day course aims to equip participants with essential communication techniques and strategies to excel in various workplace scenarios. From mastering verbal and non-verbal communicationto handling challenging conversations, participants will develop the skills necessary to build strong professional relationships and foster a positive and productive work environment.Target AudienceThis course is designed for professionals at various levels in the corporate world who want to enhance their communication skills. It is suitable for employees from different departments and roles, including managers, team leaders, project coordinators, customerservice representatives, and any other individuals seeking to improve their communication effectiveness in a corporate setting.
Learning Outcomes● Demonstrate improved verbal communication skills, including clear articulation, effective presentation techniques, and the use of positive language.● Display proficiency in active listening, enabling them to understand others better and respond appropriately.● Utilize non-verbal communication cues, such as body language and facial expressions, to enhance the impact of their messages and create a positive impression.● Handle challenging conversations and conflicts with composure and emotional intelligence, facilitating constructive outcomes
Course Outlines:Day 1:Module 1: Understanding the Importance of Effective Communication● The impact of communication on workplace relationships and productivity● Identifying communication challenges in the corporate setting● Building a personal communication improvement planModule 2: Verbal Communication Skills● Active listening techniques for better understanding and empathy● Articulating thoughts clearly and concisely● Developing strong speaking skills and effective presentation techniques● Using positive language and assertive communication
Module 3: Non-Verbal Communication and Body Language● Understanding the significance of non-verbal cues in communication● Interpreting body language accurately● Mastering facial expressions, gestures, and eye contact● Aligning verbal and non-verbal communication for impactful messages
Module 4: Written Communication Excellence● Crafting professional emails, memos, and reports● The art of effective business writing● Understanding tone and etiquette in written communication● Editing and proofreading techniques for error-free communication
Day 2:Module 5: Communicating with Different Personality Types● Recognizing diverse communication styles and preferences● Adapting communication for various personality types● Building rapport and trust with colleagues and clientsModule 6: Managing Challenging Conversations● Strategies for handling conflicts and difficult situations● Maintaining composure and emotional intelligence during tough discussions● Providing constructive feedback and receiving feedback gracefullyModule 7: Effective Communication in Teams and Meetings● Communicating ideas clearly in team settings● Active participation and engagement in meetings● Facilitating discussions and encouraging collaboration● Resolving conflicts and building consensus in group settings
Module 8: Building Professional Relationships through Communication● Networking and relationship-building strategies● Enhancing professional presence and credibility● Developing interpersonal communication skills
PRICING:RM 1,800.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Web Design, UX/UI & Video Editing Course
2025-10-14 - 2025-10-15
Objectives
The “Web Designing & UX/UI Design + Video Editing” course aims to equip participants with a diverse skill set covering web design, user experience (UX/UI) design, and video editing. The primary objectives include providing hands-on training in web design principles, UX/UI design best practices, and video editing techniques. The course seeks to empower participants to create visually appealing websites, enhance user experiences, and produce engaging video content.
Target Audience
This course is tailored for aspiring web designers, executives designer, and individuals interested in acquiring skills in video editing. It is suitable for beginners looking to enter the fields of web and UX/UI design, as well as those wanting to enhance their video editing capabilities. The content caters to a broad audience, including students, creative professionals, and anyone seeking a comprehensive foundation in these creative disciplines.
Learning Outcomes

Acquire skills in designing visually appealing websites.
Implement effective UX/UI design principles.
Edit engaging video content proficiently.
Gain hands-on experience with industry-standard web design, UX/UI design, and video editing tools.
Foster creativity, critical thinking, and a practical understanding of the interconnected disciplines.
Apply acquired skills confidently in real-world projects and creative endeavors.

Course Outlines:
Day 1:
Module 1: Introduction to Web Design

Overview of web design principles
Understanding the importance of visual appeal and user experience

Module 2: UX/UI Design Best Practices

Introduction to UX/UI design concepts
Hands-on exercises in implementing effective design principles

Module 3: Video Editing Techniques

Basics of video editing software
Practical sessions on editing engaging video content

Module 4: Creating Visually Appealing Websites

Hands-on web design projects
Incorporating UX/UI design principles for enhanced user experiences

Day 2:
Module 5: Industry-Standard Tools

Proficiency in using web design, UX/UI design, and video editing tools ● Practical guidance on tool selection for different creative aspects

Module 6: Fostering Creativity and Critical Thinking

Strategies for fostering creativity in design and video editing
Encouraging critical thinking in problem-solving scenarios

Module 7: Application of Acquired Skills

Real-world projects to apply web design, UX/UI, and video editing skills ● Guidance on confidently integrating skills into professional and creative endeavors.

PRICING:RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

HIRARC Training Course
2025-10-14 - 2025-10-15
ObjectivesThe 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 acomprehensive understanding of HIRARC principles, fostering a proactive safety culture within organizations.
Target AudienceThis 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 theirproficiency in hazard identification, risk assessment, and risk control, ultimately contributing to a safer working environment.
Learning Outcomes● Thorough understanding of HIRARC methodology.● Proficiency in identifying workplace hazards and conducting risk assessments.● Implementation of practical risk control measures.● Development of clear safety communication skills.● Active contribution to robust safety management systems.● Empowerment to minimize risks and foster a safer work environment.
Course Outlines:Day 1:
Module 1: Introduction to HIRARC Principles● Overview and importance of Hazard Identification, Risk Assessment, and Risk Control.● Principles of fostering a proactive safety culture.Module 2: HIRARC Methodology● In-depth exploration and practical application exercises.● Case studies illustrating successful HIRARC implementation.Module 3: Target Audience and Industry Application● Identification of target audience and customization for diverse industries.● Practical scenarios and discussions for industry-specific application.Module 4: Proficiency in Hazard Identification and Risk Assessment● Techniques for identifying workplace hazards.● Step-by-step guide to conducting effective risk assessments.
Day 2:Module 5: Practical Risk Control Measures● Implementation strategies and real-world simulations.● Showcasing successful risk control practices through case studies.Module 6: Safety Communication Skills● Importance of clear safety communication.● Developing effective communication strategies.
Module 7: Contribution to Safety Management Systems● Active contribution to robust safety management systems.● Integration of HIRARC principles into organizational safety frameworks.Module 8: Empowerment for a Safer Work Environment● Strategies for minimizing risks in the workplace.● Fostering a culture of safety empowerment.
PRICING:RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

HVAC System Controls Training
2025-10-28 - 2025-10-29
Heating, Ventilating, and Air-Conditioning (HVAC) System Controls:
Level 2 – Technical Understanding and Standard Procedures of Preventive Maintenance (2 Days)
ObjectivesThis “HVAC System Controls: Level 2” course equips participants with advanced knowledge and skills necessary for effective HVAC system maintenance and optimization. Key objectives include deepening understanding of HVAC system components, controls, andoperations; mastering advanced troubleshooting and diagnostic techniques; developing proficiency in preventive maintenance procedures; enhancing analytical and problem-solving skills for complex system issues; ensuring compliance with safety regulations and industry standards; improving system efficiency, reliability, and energy performance; and ultimately enhancing professional development and career advancement within the HVAC field.
Target AudienceThis course is specifically designed for experienced HVAC professionals seeking to enhance their expertise in system controls and preventive maintenance. The ideal participants include experienced HVAC technicians, engineers, and maintenance personnel who possess a foundational understanding of HVAC systems and are eager to expand their knowledge and skills.
Learning Outcomes● Analyze and interpret complex HVAC system schematics and control diagrams.● Diagnose and troubleshoot malfunctions in various types of HVAC control systems.● Utilize diagnostic tools and equipment to identify and resolve system issues.● Apply industry best practices and safety procedures to all maintenance activities.● Optimize system performance and energy efficiency through effective maintenance strategies.● Communicate technical information effectively and collaborate effectively with other team members.
Course Outlines:Day 1:Module 1: Introduction to Advanced HVAC Controls● Overview of advanced control systems (e.g., Direct Digital Controls (DDC), Building Management Systems (BMS))● Importance of control systems in modern HVAC systems● Benefits of advanced control strategies (e.g., energy efficiency, improved comfort)Module 2: Advanced Control System Components● In-depth exploration of DDC components (controllers, sensors, actuators)● Building Management System architecture and communication protocols● Understanding control signals and data transmissionModule 3: Control Loop Analysis and Tuning● Principles of control loops (feedback, feedforward)● Control loop tuning methods (PID control)● Identifying and addressing control loop instabilityModule 4: Electrical Systems and Safety● Electrical safety protocols and procedures● Electrical wiring diagrams and troubleshooting techniques● Motor controls, starters, and variable frequency drives (VFDs)● Electrical safety devices and their operation
Day 2:Module 5: HVAC System Components and Operation● Advanced study of refrigeration cycles and heat transfer principles● In-depth analysis of various HVAC equipment (e.g., chillers, boilers, air handlers)● Understanding system interdependencies and interactionsModule 6: Preventive Maintenance Procedures● Developing and implementing comprehensive preventive maintenance plans● Performing routine inspections, cleaning, and adjustments● Utilizing checklists and logbooks for accurate record-keeping● Identifying potential maintenance issues and implementing corrective actionsModule 7: Troubleshooting and Diagnostics● Advanced troubleshooting techniques for common HVAC system problems● Utilizing diagnostic tools (e.g., multimeters, pressure gauges, infrared thermometers)● Fault finding and root cause analysis● Developing effective troubleshooting strategiesModule 8: Energy Efficiency and Sustainability● Strategies for optimizing system energy efficiency● Identifying and implementing energy-saving measures● Understanding and complying with energy codes and regulations● Integrating sustainable practices into HVAC maintenancePRICING:RM 1,800.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Scaffolding Training (2 Days)
2025-11-05 - 2025-11-06
ObjectivesThe objective of the Scaffolding Training program is to equip participants with the necessary skills and knowledge to effectively provide instructional support in educational or trainingsettings. The program aims to train individuals, such as educators, trainers, or facilitators, in implementing scaffolding techniques to guide learners through the acquisition of new skillsand concepts. By the end of the training, participants will be adept at tailoring support to learners’ needs, fostering a more effective and supportive learning environment.
Target AudienceThis Scaffolding Training is designed for educators, trainers, instructional designers, and anyone involved in facilitating learning experiences. It is suitable for professionals acrossvarious fields, including education, corporate training, and skill development programs. The content is crafted to address the unique needs of those responsible for guiding othersthrough the learning process, enhancing their ability to provide targeted and effective support.
Learning Outcomes● Gain in-depth knowledge of scaffolding techniques and their application in educational settings.● Develop skills in modeling effective learning behaviors for enhanced understanding.● Be well-equipped to foster engaging and successful learning experiences.● Enhance the ability to facilitate knowledge retention in learners through effective scaffolding.
Course Outlines:Day 1:Module 1: Introduction to Scaffolding in Education● Understanding the importance of scaffolding in learning● Overview of course objectives and structure● Role of scaffolding in facilitating effective learning experiencesModule 2: In-depth Knowledge of Scaffolding Techniques● Exploring various scaffolding techniques and their applications● Case studies on successful implementation of scaffolding in educational contexts● Practical exercises for hands-on learningModule 3: Tailoring Support to Individual Learner Needs● Developing skills to tailor instructional support based on learners’ unique needs● Strategies for creating a supportive and adaptive learning environment● Real-world examples of personalized scaffolding approachesModule 4: Modeling Effective Learning Behaviors● Cultivating skills in modeling effective learning behaviors● Demonstrating behaviors that enhance understanding and engagement● Role-playing and simulations for practical application
Day 2:Module 5: Fostering Engaging Learning Experiences● Equipping participants to foster engaging and successful learning experiences● Strategies for creating interactive and participatory learning sessions● Incorporating technology and multimedia for enhanced engagement
Module 6: Facilitating Knowledge Retention● Enhancing the ability to facilitate knowledge retention through effective scaffolding● Techniques for reinforcing and consolidating learned concepts● Continuous assessment and feedback for retention improvementModule 7: Strategies for Continuous Enhancement● Explore methodologies for continuously refining scaffolding techniques.● Implement effective feedback mechanisms to glean insights from experiences.● Develop personalized action plans to sustain ongoing professional growth.
PRICING:RM 1,000.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Emotional Intelligence - Empowering your best Self & Maximizing your Potential (2 days)
2025-11-05 - 2025-11-06
ObjectivesThe objective of this training course is to enhance participants’ emotional intelligence by helping them understand and leverage their emotional strengths to achieve personal and professional growth. The course focuses on developing self-awareness, self-regulation, and interpersonal skills to empower individuals to manage their emotions effectively, improve their relationships, and maximize their potential. Participants will learn strategies for harnessing emotional intelligence to boost resilience, enhance decision-making, and create a positive impact in both their personal lives and workplace environments.
Target AudienceThis training course is designed for individuals at all levels who are seeking to improve their emotional intelligence to enhance personal and professional effectiveness. It is particularlybeneficial for professionals looking to develop greater self-awareness, better manage their emotions, and improve their interpersonal relationships. The course is ideal for those inleadership roles, team members, and anyone interested in maximizing their potential and fostering a more positive and productive work environment.
Learning Outcomes● Enhanced Self-Awareness: Improved ability to recognize and understand personal emotions and their impact on behavior and decision-making.● Advanced Self-Regulation: Mastery of techniques for managing and controlling emotional responses to handle stress and maintain composure effectively.● Strengthened Interpersonal Skills: Enhanced ability to communicate empathetically, build stronger relationships, and navigate social interactions with greater ease.● Increased Resilience: Development of strategies to bounce back from setbacks and manage challenges with a positive and proactive mindset.● Improved Decision-Making: Greater capacity to make informed and balanced decisions by integrating emotional insights with rational analysis.● Maximized Personal and Professional Potential: Leveraging emotional intelligence to boost overall performance, achieve personal goals, and foster a more productive and harmonious work environment.
Course Outlines:Day 1: Foundations and Leadership in Service Culture
Module 1: Understanding Service Culture● Defining Service Excellence: Explore the key components of a service-oriented culture and what distinguishes exceptional service.● Impact on Organizational Success: Understand how a strong service culture contributes to customer satisfaction, loyalty, and business growth.Module 2: Leading by Example● Modeling Exceptional Service: Techniques for demonstrating high standards of customer service and setting a positive example for your team.● Developing Leadership Skills: Strategies for inspiring and motivating employees to deliver superior service and uphold service standards.Module 3: Creating and Communicating Service Standards● Establishing Clear Standards: Methods for defining and implementing service expectations that align with organizational goals.● Effective Communication: Skills for communicating service standards and expectations clearly to your team to ensure alignment and consistency.Module 4: Coaching and Mentoring for Service Excellence● Building Skills through Coaching: Techniques for providing effective feedback and coaching to improve team performance.● Mentoring for Growth: Strategies for mentoring team members to develop their customer service skills and advance their careers.
Day 2: Implementing Strategies and Fostering a Positive Culture
Module 5: Implementing Service Strategies● Developing Action Plans: Create actionable plans to implement service strategies that enhance customer satisfaction and service delivery.● Monitoring and Adjusting: Techniques for tracking the effectiveness of service strategies and making necessary adjustments for continuous improvement.Module 6: Driving Continuous Improvement● Performance Evaluation: Tools for assessing service performance and identifying areas for improvement.● Actionable Feedback: How to gather and use customer and employee feedback to refine service practices and drive improvements.Module 7: Fostering a Service-Oriented Culture● Building a Positive Environment: Strategies for creating and maintaining a work environment that supports and encourages exceptional service.● Engagement and Recognition: Techniques for recognizing and rewarding team members who exemplify outstanding service, reinforcing a culture of excellence.Module 8: Personal Action Plans and Implementation● Developing Individual Action Plans: Craft personalized plans for applying the learned concepts to your specific team and organizational context.● Role-Playing and Scenario Practice: Engage in role-playing exercises to practice implementing service strategies and resolving service-related challenges.
PRICING:–

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Building Resilience to Boost Productivity at your Workplace (2 Days)
2025-11-12 - 2025-11-13
Objectives
This program is designed to equip participants with practical tools and strategies to build resilience in the workplace, enabling them to thrive under pressure and adapt to change effectively. Participants will learn how to maintain focus, manage stress, and foster a resilient mindset to enhance personal productivity and contribute to team success.
Target Audience
The target audience for the Building Resilience to Boost Productivity at Your Workplace program includes executives, senior management, and middle management. This training is ideal for individuals seeking to strengthen their resilience to thrive in high-pressure environments, adapt to organizational changes, and lead by example. It is particularly beneficial for leaders and managers who aim to foster resilient teams, manage stress effectively, and create a productive and sustainable workplace culture.
Learning Outcomes

Identify the core principles of resilience and their impact on workplace productivity. ● Develop strategies to manage stress and maintain focus under pressure. ● Foster a growth mindset to adapt effectively to challenges and changes. ● Enhance emotional intelligence and self-awareness for better decision-making and interpersonal relationships.
Build supportive and collaborative teams that prioritize resilience and productivity. ● Create actionable plans to embed resilience practices in daily work routines.

Course Outlines:
Day 1:
Module 1: Understanding Resilience

Defining resilience and its importance in the workplace. ● Characteristics of resilient individuals and teams.
The link between resilience and productivity.

Module 2: Managing Stress and Building Focus

Understanding stress triggers and their impact on performance. ● Techniques for stress management and staying calm under pressure. ● Developing focus and prioritization skills for peak performance.

Module 3: Emotional Intelligence for Resilience

The role of emotional intelligence in resilience.
Improving self-awareness and self-regulation.
Strengthening interpersonal skills for collaborative work.

Module 4: Cultivating a Growth Mindset

Understanding fixed vs. growth mindsets.
Techniques to reframe challenges as opportunities.
Encouraging adaptability and continuous learning.

Day 2:
Module 5: Leadership and Resilience

The role of leadership in fostering resilience.
Inspiring resilience through communication and support. ● Leading by example in high-pressure situations.

Module 6: Enhancing Team Dynamics

Building trust and collaboration within teams.
Encouraging resilience through shared goals and mutual support. ● Managing conflicts effectively to maintain team cohesion.

Module 7: Embedding Resilience in Workplace Culture

Creating organizational practices that prioritize well-being. ● Promoting work-life balance to prevent burnout.
Recognizing and celebrating resilience in the workplace.

Module 8: Action Planning for Sustainable Resilience

Identifying personal and team resilience goals.
Developing a practical action plan for applying resilience strategies. ● Monitoring progress and sustaining resilience practices over time.

PRICING:RM 1,800.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Essential First Aid, CPR, & AED Training (1 Day)
2025-12-03
ObjectivesThe Essential First Aid, CPR, & AED Training course is designed to equip participants with fundamental skills in providing immediate assistance during medical emergencies. Theprimary objectives include training participants in basic first aid techniques, cardiopulmonary resuscitation (CPR), and the proper use of automated external defibrillators (AEDs). Thecourse aims to empower individuals to respond effectively to a range of medical situations, promoting quick and appropriate actions to preserve life and minimize the impact of injuriesor illnesses.
Target AudienceThe Essential First Aid, CPR, & AED Training is specifically designed for individuals who are expected to perform first aid in their workplace. This comprehensive course is aimed atproviding participants with the necessary knowledge and skills to effectively respond to medical emergencies and provide immediate care to injured or ill individuals.
Learning Outcomes● Understand the importance of basic first aid and CPR in emergency situations.● Demonstrate proficiency in providing CPR to adults, children, and infants.● Operate an Automated External Defibrillator (AED) effectively and safely.● Assess and prioritize injuries and illnesses, and provide appropriate first aid interventions.
Course Outlines:
Module 1: Introduction to First Aid● Understanding the importance of basic first aid skills in emergency situations● Exploring scenarios where first aid can make a critical difference in preserving life and minimizing the impact of injuries or illnessesModule 2: Basic First Aid Techniques● Wound Care and Bandaging● Burns and Scalds● Fracture ManagementModule 3: Cardiopulmonary Resuscitation (CPR)● CPR Techniques for Adults, Children, and Infants● Hands-on Practice SessionsModule 4: Automated External Defibrillator (AED) Operation● Understanding AED Functionality● Safe and Effective Use of AEDs● Practical AED ApplicationModule 5: Medical Emergency Response● Assessment and Prioritization of Injuries and Illnesses● Providing Appropriate First Aid Interventions● Scenario-Based Training
PRICING:RM 1,000.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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 3: Microsoft PowerPoint (Advanced) (1 days)
2025-12-03
ObjectivesThe “LEVEL 3: Microsoft PowerPoint (Advanced)” course is designed to elevate participants’ proficiency in Microsoft PowerPoint to an advanced level. The primary objectives includemastering intricate features, enhancing design capabilities, and leveraging automation tools to create sophisticated and visually compelling presentations. The course is designed toempower participants with the advanced skills needed to produce impactful presentations for diverse professional settings.
Target AudienceThis course is tailored for individuals with an intermediate understanding of Microsoft PowerPoint looking to advance their skills. It is suitable for senior managers, executives, andmiddle management seeking to create polished and impactful presentations. The content caters to those in various industries where advanced presentation skills are essential foreffective communication and decision-making.
Learning Outcomes● Acquire proficiency in intricate design elements, data visualization techniques, and automation using macros and VBA in Microsoft PowerPoint.● Develop skills to create visually striking and highly functional presentations.● Gain the ability to convey complex information effectively through advanced PowerPoint features.● Empower individuals to contribute to enhanced communication and decision-making processes in professional roles.
Course Outlines:
Module 1: Advanced Design Elements● Overview of intricate design features● Mastery of advanced formatting options
Module 2: Functional Presentations● Advanced functionalities to enhance presentation functionality● Hands-on exercises for creating highly functional slides
Module 3: Effective Communication through Animation● Mastery of advanced animation features● Strategies for conveying complex information effectively
Module 4: Tailoring Presentations for Diverse Audiences● Strategies for tailoring presentations to different audiences● Adapting content for maximum impact
Module 5: Collaborative Presentation Tools● Effective use of collaborative tools in PowerPoint● Ensuring seamless collaboration on presentationsModule 6: Visual Impact Strategies● Techniques for creating visually striking presentations● Tips for enhancing overall visual impact
PRICING:RM 1,000.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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 (1 Days)
2025-12-03
ObjectivesThe objective of this training is to equip participants with practical knowledge and skills to effectively utilize ChatGPT and AI tools in the workplace. This program will empower individuals to enhance productivity, streamline tasks, and improve decision-making by leveraging AI capabilities. Participants will learn ethical considerations, best practices, and creative applications to maximize the value of AI tools in their professional environment.Target AudienceThis training is designed for professionals, team leaders, and organizations seeking to integrate ChatGPT and AI tools into their workflows. It is ideal for individuals looking to enhance productivity, automate routine tasks, and innovate in their roles by leveraging AI capabilities effectively and ethically.
Learning Outcomes● Gain a practical understanding of ChatGPT and AI tools and their potential applications in the workplace.● Learn how to use AI for automating tasks, improving efficiency, and enhancing productivity.● Develop skills to effectively communicate and collaborate with AI systems.● Understand ethical considerations and best practices for using AI responsibly in the workplace.● Explore creative uses of AI tools for problem-solving, decision-making, and innovation in various job roles.Course Outlines:Day 1:Module 1: Introduction to AI and ChatGPT in the Workplace● Understanding AI technologies and their impact on the workplace.● Exploring the capabilities and limitations of ChatGPT and AI tools.● Identifying key areas in the workplace where AI can be applied effectively.Module 2: Leveraging AI for Task Automation and Efficiency● Automating routine tasks such as data entry, scheduling, and email responses.● Streamlining workflows and enhancing team collaboration with AI tools.● Utilizing AI for content generation, reports, and summarization to save time.Module 3: Ethical Considerations and Best Practices in AI Usage● Understanding the ethical implications of using AI tools in the workplace.● Ensuring transparency, fairness, and privacy when using AI systems.● Implementing best practices for responsible and effective AI tool usage.Module 4: Innovative Applications of AI for Decision-Making and Problem-Solving● Using AI for data analysis, insights, and improving decision-making.● Leveraging AI tools for creative problem-solving and brainstorming.● Exploring case studies and real-world examples of successful AI integration in the workplace.
PRICING:RM 1,500.00 Per Person (HRD Corp Claimable Course) + 8% SST

Kindly scan or click on the link below for your
Learning Registration.

For any enquiries, please contact us at:

UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 603-2381 0478 | 6012-575 1767
Email: register@uoa-academy.com

https://www.surveymonkey.com/r/EXTREG

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.

Frontline Excellence: Delivering Service with Confidence & Impact (2 Days)
2026-01-21 - 2026-01-22
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.
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.

Smart Office Management & Administration (2 Days)
2026-01-21 - 2026-02-22
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.
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.

Generative AI Masterclass: From Productivity to Creativity (2 Days)
2026-01-27 - 2026-01-28
Objectives
This 2-day program is designed to provide a deep understanding and practical skills in using Generative AI (Gen AI). Day 1 focuses on mastering text-based AI tools (like ChatGPT etc) for office automation, productivity, and idea generation. Day 2 focuses on creative AI applications, including image generation (AI Text-to-Image), “AI stock photo” production, and exploring AI for audio and video. The goal is for participants to strategically integrate Gen AI into their daily tasks.
Target Audience

Entrepreneurs & Business Owners
Marketing, Sales, and Social Media Staff
Administrative Officers, Executives, & Human Resources (HR)
Content Creators, Freelancers, and Designers
Individuals seeking to boost productivity using AI

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

Master advanced prompt engineering techniques for specific, high-quality results.
Automate complex office tasks (drafting reports, simple data analysis, email management).
Build a marketing strategy and content calendar using ChatGPT.
Generate high-quality images, visuals, and “AI stock photos” for commercial/business use. Explore the use of AI to generate audio (music/songs) and simple video animations.
Develop a simple marketing campaign plan using a combination of AI Text and AI Images.
Understand the ethical and copyright implications of using Gen AI

Course Outlines
Day 1: Mastering AI Fundamentals & Text Productivity
Module 1: Deep Dive into Generative AI

What is Generative AI vs Traditional AI
How AI Works (Basic LLM Concepts)
The AI Tool Ecosystem (ChatGPT, Gemini, Midjourney, etc.)
Potential vs Risk: Basic Ethics of AI Use

Module 2: Prompt Engineering Masterclass

The Effective Prompt Formula (Role, Task, Context, Format)
How to “train” ChatGPT: Custom Instructions
Avoiding common mistakes (AI Hallucinations)

Module 3: AI for Office Productivity & Administration

Email Automation: Writing drafts, follow-ups
Drafting Documents: Reports, meeting minutes, proposals
Summarizing long documents
Analysing customer feedback

Module 4: AI for Strategy & Content Marketing

Brainstorming business plans & marketing ideas
Generating a Content Calendar (TikTok, IG, Facebook)
Writing Copywriting (AIDA, PAS Formula)
SWOT Analysis using AI

Day 2: Generating Creative Media & Advanced Applications
Module 5: AI Text-to-Image Masterclass

Introduction to tools (Midjourney, DALL-E 3, Ideogram, etc.)
Anatomy of an image prompt (Subject, Style, Composition, Lighting)
Generating photorealistic images vs illustrations

Module 6: AI for Stock Photos & Marketing Assets

Techniques for generating “AI Stock Photos” for commercial use
Generating creative assets (Logos, Icons, Backgrounds)
Character Consistency (Basics)
Ethics & Copyright of AI Images

Module 7: Exploring Creative AI (Audio & Video)

Demo: Generating music/songs using AI (e.g., Suno AI)
Demo: Creating simple Video Animations using AI
Demo: AI for Voiceover & Voice Cloning (Basics)

Module 8: Integrated Project & Workflow Integration

Combining AI Text + AI Image
Developing a personal AI workflow
Limitations & Future of AI

Training Methodology
This programme combines live demonstrations of AI tools with guided hands-on practice to ensure practical application. Participants work on integrated exercises using text and image-based AI tools across real workplace scenarios. Learning is reinforced through relevant case studies and applied projects. Feedback is provided throughout to support confident and effective use of Generative AI at work.
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.

Managing Expectation & Stress Management (2 Days)
2026-01-28 - 2026-03-29
Objectives
The “Managing Expectations & Stress Management” course is designed to equip participants with the skills to effectively manage expectations and navigate stress in both professional and personal contexts. The primary objectives include providing insights into expectation management strategies, offering practical stress management techniques, and fostering resilience in challenging situations.
Target Audience
This course is tailored for executives, senior managers, and individuals in leadership roles who aim to enhance their ability to manage expectations and stress effectively. It is suitable for anyone seeking practical tools and strategies to navigate high-pressure situations, improve performance, and foster a positive work-life balance.
Learning Outcomes

Communicate expectations clearly to minimize conflicts.
Learn practical and effective stress management techniques.
Foster resilience in facing challenging situations.
Develop skills to navigate challenging situations with composure.
Gain a deep understanding of effective management contributing to overall well-being.

Course Outlines
Day 1:
Module 1: Introduction to Expectation Management

Overview of the course objectives.
Importance of effective expectation management in professional and personal contexts.

Module 2: Strategies for Clear Communication of Expectations

Techniques for communicating expectations clearly.
Minimizing conflicts through effective communication.

Module 3: Practical Stress Management Techniques

Introduction to stress management principles.
Learning and applying practical techniques for stress reduction.

Module 4: Building Resilience

Understanding resilience in the face of challenges.
Strategies for fostering resilience in both professional and personal aspects.

Day 2:
Module 5: Navigating Challenging Situations with Composure

Developing skills to navigate high-pressure situations.
Maintaining composure and effectiveness in challenging environments.

Module 6: Work-Life Balance

Importance of work-life balance.
Strategies for achieving and maintaining a positive work-life balance.

Module 7: Overall Well-being and Professional Success

Connecting effective expectation management and stress reduction to overall well-being.
Building skills for professional success through effective stress and expectation management.

Module 8: Group Activities and Discussions

Engaging in group activities to reinforce learning.
Discussions on challenges and solutions in managing expectations and stress.

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 1 (1 Day)
2026-01-29
Objectives
This programme is designed for employees with limited English proficiency who need basic communication skills for the workplace. It focuses on building confidence in using simple English for daily work interactions. Participants will be introduced to common workplace vocabulary, basic sentence structures, and everyday communication scenarios. The programme provides a supportive learning environment to encourage participation and gradual improvement. It serves as a foundation for effective workplace communication.
Target Audience

Entry-level employees
Support staff
Employees with minimal or basic English proficiency
Staff who require basic English for daily work communication

Learning Outcomes

Use simple English words and phrases in the workplace
Introduce themselves and communicate basic information
Understand and respond to simple instructions and questions
Communicate politely with colleagues and supervisors

Course Outline (1 Day)
Module 1: Introduction to Workplace English

Importance of English at work
Common workplace words and phrases
Basic greetings and introductions

Module 2: Basic Sentence Structure

Simple sentence formation
Present tense for daily work activities
Asking and answering simple questions

Module 3: Everyday Workplace Communication

Communicating needs and requests
Giving and receiving simple instructions
Telephone and face-to-face basics

Module 4: Workplace Etiquette & Practice

Polite expressions and tone
Common workplace situations
Guided practice and role-play

Training Methodology
This programme uses interactive activities, guided practice, simple role-plays, and group exercises to build confidence in basic English usage. Learning focuses on practical workplace situations with continuous trainer support to encourage participation and improvement.
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.

Managing Effective Teams: Building Collaboration, Trust, and Accountability at Work (2 Days)
2026-01-29 - 2026-01-30
Objectives
This 2-day in-person training equips managers and team leaders with the core competencies to lead high-performing teams in today’s dynamic workplace. Focused on Malaysian organisational realities, the course addresses communication gaps, role clarity, conflict resolution, motivation strategies, and alignment to shared goals. Participants will gain practical frameworks to improve team effectiveness, foster trust, and manage team dynamics with confidence
Target Audience

Team leaders, supervisors, middle managers, and functional heads responsible formanaging team performance, cohesion, and workplace collaboration.

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

Identify the key elements of effective teams and assess current team dynamics
Apply communication strategies that improve trust, alignment, and performance
Manage team conflict and resolve misunderstandings constructively
Use motivation and delegation techniques to drive accountability and ownership
Implement team action plans to enhance collaboration and team culture

Course Outlines
Day 1: Building Strong Team Foundations & Trust
Module 1: Foundations of High-Performance Teams

Define team effectiveness using models (e.g., Tuckman, Lencioni)
Diagnose strengths and weaknesses in current teams
Stages of team development
Characteristics of dysfunctional teams

Module 2: Communication and Role Clarity

Improve team communication through clarity and feedback
Align roles, goals, and expectations
Communication styles
Role alignment tools

Module 3: Building Trust and Psychological Safety

Recognise barriers to trust in teams
Apply behaviours that foster open, supportive environments
Trust behaviour
Safe-to-speak cultures

Day 2: Managing Conflict, Accountability & Team Culture
Module 4: Conflict Management and Constructive Tension

Identify common sources of team conflict
Use structured conversations to resolve tension
Types of conflict (task vs relationship)
Conflict resolution tools

Module 5: Motivation and Accountability

Use intrinsic and extrinsic motivation techniques
Reinforce team accountability without micromanaging
Motivation styles
Performance feedback loops

Module 6: Leading Team Culture and Next Steps

Embed positive norms and rituals into team life
Develop a team improvement action plan
Culture shaping tools
Continuous improvement practices

Training Methodology
This programme is delivered through case studies and real-life workplace scenarios supported by group discussions and interactive mapping exercises. Participants engage in role plays and communication simulations to practise team leadership skills in realistic situations. Self and team diagnostic tools are used to increase awareness of team dynamics. Learning is reinforced through action planning and peer coaching to ensure practical application at the workplace.
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.

Handling Customer Complaints (2 Days)
2026-02-04 - 2026-02-05
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 includescustomer service representatives, front-line employees, managers, and anyone whointeracts 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.

Improving Confidence and Mastering Emotional Intelligence (2 Days)
2026-02-04 - 2026-02-05
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
Executives and Senior Executives across industries who:

Want to project stronger authority and credibility in their roles.
Seek to balance logic with emotional intelligence in decision-making.
Need to enhance resilience, composure, and communication in high-pressure contexts.
Desire to strengthen their people-leadership and influence skills.

Learning Outcomes
Project executive confidence through mindset, body language, and communication.

Identify and regulate emotional triggers for improved self-control.
Apply resilience techniques to thrive in high-stakes leadership challenges.
Master the five domains of emotional intelligence and apply them at work.
Strengthen empathy and active listening to build trust and influence.
Handle conflict and tough conversations with composure and fairness.
Lead authentically, aligning personal values with organizational culture.

Course Outlines
Day 1 : Building Confidence and Personal Mastery
Module 1: The Psychology of Confidence

Concepts:

○ Growth vs. fixed mindset and how it shapes confidence.
○ Reframing failure as feedback and learning.
○ Recognizing internal “saboteurs” (self-doubt, imposter syndrome).

Engaging Activity: Confidence Mapping – Participants list 3 personal “power moments” where they overcame challenges and reframe one recent setback into a learning opportunity.
Elaboration: Leaders see confidence not as arrogance but as grounded belief in capability, built through mindset and intentional practice.

Module 2: Executive Presence and Influence

Concepts:

○ The three pillars of presence: Appearance, Behavior, Communication. ○ The science of body language, voice projection, and eye contact.
○ The art of storytelling for impact.

Engaging Activity: Executive Presence Drill – Deliver a 2-minute presentation with peer scoring on credibility, clarity, and presence.
Elaboration: Presence is the outer layer of confidence that convinces others to trust in a leader’s competence and direction.

Module 3: Self-Awareness and Emotional Triggers

Concepts:

○ Johari Window: expanding “open self” through feedback.
○ The role of emotional triggers in decision-making.
○ Distinguishing between reaction and response.

Engaging Activity: Hot Buttons Mapping – Participants identify personal triggers (e.g., criticism, resistance, time pressure) and create strategies to respond effectively.
Elaboration: Self-awareness is the compass of leadership, helping executives act consciously rather than react emotionally.

Module 4: Building Resilience Under Pressure

Concepts:

○ Stress as a leadership reality – healthy vs. toxic stress.
○ Mindfulness and grounding strategies (breathing, visualization, reframing). ○ Developing adaptability in times of change.

Engaging Activity: Crisis Simulation – Teams handle a sudden crisis (e.g., major client loss, media scandal, operational breakdown) with limited time.
Elaboration: Resilience transforms challenges into opportunities, enabling leaders to maintain calm and inspire confidence in turbulent times.

Day 2 – Mastering Emotional Intelligence in Leadership
Module 5: Foundations of Emotional Intelligence

Concepts:

○ Daniel Goleman’s 5 domains: Self-awareness, Self-regulation, Motivation, Empathy, Social skills.
○ How EI correlates with leadership effectiveness and business performance. ○ Emotional vs. rational decision-making.

Engaging Activity: EI Self-Assessment – Participants complete a diagnostic tool and discuss findings in small groups.
Elaboration: Leaders recognize EI as a measurable and trainable skill that fuels sustainable leadership success.

Module 6: Empathy, Communication, and Conflict Management

Concepts:

○ Empathy as a leadership advantage.
○ Levels of listening: cosmetic, conversational, active, and empathetic. ○ Using EI to resolve conflicts constructively.

Engaging Activity: Conflict Role-Plays – Participants practice handling tough conversations (e.g., poor performance feedback, team conflict, client pushback).
Elaboration: Empathy builds trust and fairness, ensuring leaders are respected even when making tough calls.

Module 7: Leading with Authentic Confidence and EI

Concepts:

○ Authentic leadership: aligning values with actions.
○ Balancing confidence with humility.
○ Inspiring and motivating teams through EI.

Engaging Activity: Leadership Challenge Game – Teams face a simulated boardroom dilemma requiring strategy, empathy, and influence.
Elaboration: Authentic leaders who combine confidence with emotional intelligence inspire loyalty, foster collaboration, and achieve long-term impact.

Closing Session – Integration and Action Planning

Activity: My Confidence&EI Leadership Pledge – Each participant writes down 3 behaviors they will commit to practicing in the next 30 days.
Peer Coaching: Share commitments with a partner for accountability.
Facilitator Wrap-Up: Reinforce that confidence and EI are continuous practices that grow stronger with self-reflection and application.

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.

Masuring ROI and Training Results
2026-02-04 - 2026-02-05
Introduction
Training programs are vital for improving organizational performance, but evaluating their effectiveness is a significant challenge. Historically, training success has been measured through participant feedback and self-reported learning, often collected via “smile-sheets.” While these methods are easy to use and tend to yield positive results, they fail to measure the true impact of the training—specifically, whether the learning is applied in the workplace and how it affects key business metrics.
“How to Measure Training Results” introduces a systematic framework to address this gap. This methodology, which spans five levels, provides a comprehensive approach for evaluating training programs. It allows organizations to scrutinize success from every angle, moving beyond simple participant satisfaction to assess the actual transfer of skills and the tangible impact on business goals, helping decision-makers determine which programs are effective and how to improve them.
Why Is This Course Required
Effective training evaluation is a critical challenge for many organizations, leading to ineffective ROI calculations and difficulty justifying training budgets. Without a strategic approach to measurement, learning and development teams struggle to prove the value of their programs, which can result in missed opportunities and budget cuts. The Measuring ROI and Evaluating Training Effectiveness course provides a structured framework to tackle these issues. It teaches participants how to use ROI methodologies and optimize data collection to createsystems that deliver measurable results. This empowers professionals to better calculate financial gains, align training with business goals, and improve the overall efficiency of their learning functions.

Who Should Attend?

Director of Learning and Development
Learning and Development Manager
Training Manager
Director of Human Resources
Human Resource Manager
Directors of Human Capital
Training Executives
Trainers

Course Outline

Day 1
Getting Started

Introduction

Administrative details

Workshop objectives

Course contents

Module 1: The Need for and Benefits of Measurement and Evaluation of Training Outcome

The need for measurement and evaluation

Case study

The training cycle

The learning pathway

Creating a result-based training culture

A framework for evaluation with six types of measures

Module 2: The ROI Model and Process

Overview of the ROI Model and Process

Defining ROI and Benefits Cost Ratio

Deciding which of the five levels is right for your training evaluation

Exercise

Module 3: Step 1 – Developing Training Objectives: The Basis for Measurement

How specific objectives at each level contribute to ROI

Linking training objectives to organizational objectives

Developing objectives at each level

Case study

Exercise

Module 4: Step 2 – Developing Evaluation Plans and Baseline Data

Types of measure

Clarify the purpose of evaluation initiative

Approaches to collecting baseline data

Factors to consider when developing an evaluation strategy

Exercise: Developing evaluation plans and strategy

Day 2
Module 5: Step 3 – Collecting Data During Training for Level 1 and 2 Measurement

Level 1: Measuring Reaction and Satisfaction

Methods of Level 1 data collection

Level 1 Target areas: How

Exercise

Level 2: Measuring Learning

Measuring learning with less structured activities

Exercise

Module 6: Step 4 – Collecting Data After Training for Level 3 and 4

Best methods of collecting follow-up data

Finding the most reliable data sources

Types of questions to ask in any follow-up evaluation

Methods improving response rate to questionnaires

Exercise: Data collection

Module 7: Step 5 – Converting Data to Monetary Values

Sorting out hard and soft data

Methods for converting data to monetary values

Selection of the method to convert data

Address credibility issue

Asking the right questions

Converting a unit of value

Module 8: Step 6 – Identifying Cost of Training

Importance of cost in determining ROI

All costs and Loaded costs

Categories of costs

Cost accumulation and estimation

Cost Classification Index

Exercise: Determine training cost

Module 9: Step 7 – Calculating ROI on Training – Level 5

Calculating the Benefits-Cost Ratio and ROI

The Guiding principle

Potential magnitude of an ROI for target population

Rational approach to ROI

ROI comparisons

Exercise: Calculate ROI

Module 10: Step 9 – Identify Intangible Benefits

Why intangible benefits are important

Common intangible variables

Identify intangible benefits

Exercise

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)
2026-02-10
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 Outlines

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.

Halal Competency Training (2 Days)
2026-02-10 - 2026-02-11
Objectives
Malaysia is globally recognised as a halal hub, yet many organisations still face gaps in halal governance, operational compliance, documentation, and audit readiness. This 2-day Halal Competency programme equips participants with practical knowledge, regulatory understanding, and hands-on tools to implement and manage halal requirements in accordance with JAKIM guidelines, MS standards, and industry best practices.
The programme goes beyond theory, focusing on real workplace application, common non-compliance issues, and readiness for halal certification and audits.
Target Audience

Halal Committee Members
Quality Assurance & Compliance Personnel
Operations, Procurement & Supply Chain Staff
Food & Beverage, Hospitality, Logistics & Manufacturing Personnel
Management and Supervisors responsible for halal compliance

Learning Outcomes

Understand the halal ecosystem in Malaysia and the roles of JAKIM, State Islamic Religious Departments (JAIN/JAIS), and certification bodies
Interpret key Malaysian Halal Standards (MS) and halal certification requirements
Identify halal risks, critical control points, and non-compliance issues within operations
Establish and maintain an effective Halal Assurance System (HAS)
Prepare organisations for halal certification, surveillance, and audit processes
Apply halal principles confidently in daily operations, procurement, handling, and documentation

Course Outlines

Day 1 – Halal Fundamentals, Standards & Regulatory Framework
Module 1: Introduction to Halal & Tayyiban (Malaysia Context)

Halal and Tayyiban concepts in Islam
Common misconceptions about halal
Halal as a business, governance, and reputation issue
Malaysia’s positioning as a global halal hub

Module 2: Malaysia Halal Ecosystem & Regulatory Bodies

Role of JAKIM, JAIN/JAIS, HDC, and related agencies
Halal certification flow in Malaysia
Responsibilities of halal certificate holders
Legal and reputational consequences of non-compliance

Module 3: Overview of Malaysian Halal Standards (MS)

Introduction to key Malaysian Halal Standards
MS 1500 – Food & Beverage
MS 2400 – Halal Logistics
MS 2200 – Cosmetics & Personal Care
Applicability across different industries
Understanding “shall” vs “should” requirements

Module 4: Halal Control Points & Risk Areas

Halal Critical Control Points (HCCP)
Raw materials, ingredients, and suppliers
Cross-contamination risks
Storage, handling, processing, and transportation
Case studies of halal breaches in Malaysia

Day 2 – Halal Assurance System, Documentation & Audit Readiness Module 5: Halal Assurance System (HAS)

Definition and importance of HAS
Key components of HAS
Halal policy
Halal committee and assigned roles
Internal halal control system
Integrating halal requirements into SOPs and QMS

Module 6: Documentation & Record Management

Mandatory halal documentation
Supplier verification and traceability
Halal declarations and supporting evidence
Common documentation mistakes identified during audits

Module 7: Halal Audit & Certification Readiness

JAKIM audit process and expectations
Internal halal audit versus external audit
Preparing staff for audit interviews
Managing non-conformities and corrective actions

Module 8: Practical Application & Case Simulation

Group discussion on halal issues in participants’ organisations
Simple halal risk assessment exercise
Best practices from Malaysian industries (F&B, hospitality, logistics, manufacturing)
Action planning to strengthen halal compliance at the workplace

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.

Hazard Identification, Risk Assessment and Risk Control (HIRARC)
2026-02-10 - 2026-02-11
Objectives
The 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.
Target Audience
This 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.
Learning Outcomes

Thorough understanding of HIRARC methodology.
Proficiency in identifying workplace hazards and conducting risk assessments.
Implementation of practical risk control measures.
Development of clear safety communication skills.
Active contribution to robust safety management systems.
Empowerment to minimize risks and foster a safer work environment.

Course Outlines
Day 1:
Module 1: Introduction to HIRARC Principles

Overview and importance of Hazard Identification, Risk Assessment, and Risk Control.
Principles of fostering a proactive safety culture.

Module 2: HIRARC Methodology

In-depth exploration and practical application exercises.
Case studies illustrating successful HIRARC implementation.

Module 3: Target Audience and Industry Application

Identification of target audience and customization for diverse industries.
Practical scenarios and discussions for industry-specific application.

Module 4: Proficiency in Hazard Identification and Risk Assessment
Techniques for identifying workplace hazards.

Step-by-step guide to conducting effective risk assessments.

Day 2:
Module 5: Practical Risk Control Measures

Implementation strategies and real-world simulations.
Showcasing successful risk control practices through case studies.

Module 6: Safety Communication Skills

Importance of clear safety communication.
Developing effective communication strategies.

Module 7: Contribution to Safety Management Systems

Active contribution to robust safety management systems.
Integration of HIRARC principles into organizational safety frameworks.

Module 8: Empowerment for a Safer Work Environment

Strategies for minimizing risks in the workplace.
Fostering a culture of safety empowerment.

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.

Delegation: The Art of Delegating Effectively (2 Days)
2026-02-25 - 2026-02-26
Objectives
The “Delegation: The Art of Delegating Effectively” course is designed to help participants develop the skills and knowledge required to effectively delegate tasks and responsibilities in a professional setting. Delegation is a crucial skill for leaders and managers as it empowers team members, improves productivity, and fosters professional growth. Through interactive discussions, practical exercises, and case studies, participants will learn the essential techniques and strategies for successful delegation.
Target Audience
The “Delegation: The Art of Delegating Effectively” course is designed for managers, supervisors, team leaders, entrepreneurs, business owners, project managers, department heads, team coordinators, HR professionals, emerging leaders, and professionals transitioning to leadership roles, who aim to enhance their delegation skills and effectively assign tasks and responsibilities in their respective roles and industries.
Learning Outcomes

Understand the concept and importance of delegation in a professional setting.
Assess tasks and determine their suitability for delegation based on team members’ skills and capabilities.
Effectively communicate expectations, instructions, and guidelines for delegated tasks.
Establish clear objectives, deadlines, and checkpoints for delegated tasks.

Course Outlines
Module 1: Foundations of Workplace Conflict

Defining Workplace Conflict
Types of Workplace Conflict (Interpersonal, Intergroup, Organizational)
Causes of Conflict (Communication, Personality, Resources, Values)
Impact of Conflict (Productivity, Morale, Teamwork)

Module 2: Understanding Conflict Styles

The Five Conflict Styles (Competing, Collaborating, Compromising, Avoiding, Accommodating)
Thomas-Kilmann Conflict Mode Instrument (TKI) or similar assessment
Identifying your preferred and less preferred styles
Analyzing the effectiveness of different styles in various situations

Module 3: Communication Strategies for Conflict Resolution

Active Listening Techniques (Summarizing, Reflecting, Clarifying)
Assertive Communication vs. Aggressive/Passive Communication
Nonverbal Communication (Body Language, Tone of Voice)
Communicating with Empathy and Respect

Module 4: Problem-Solving and Negotiation

Identifying Shared Interests and Common Ground
Brainstorming Solutions and Generating Options
Win-Win Negotiation Strategies (Principled Negotiation)
Building Consensus and Reaching Agreement

Day 2:
Module 5: Emotional Intelligence in Conflict

Recognizing and Managing Emotions (Self-Awareness, Self-Regulation)
Empathy and Perspective-Taking
Building Rapport and Trust
De-escalating Conflict Situations

Module 6: Conflict Prevention Strategies

Creating a Positive and Supportive Workplace Culture
Open Communication Channels and Feedback Mechanisms
Early Intervention and Conflict Detection
Team Building and Conflict Resolution Training

Module 7: Conflict Resolution Techniques

Mediation and Facilitation Skills
Third-Party Intervention and Resolution Processes
Formal and Informal Conflict Resolution Procedures
Addressing Power Imbalances and Discrimination

Module 8: Developing a Personal Action Plan

Identifying Areas for Personal Growth in Conflict Resolution
Setting SMART Goals for Improvement
Creating a Personal Conflict Resolution Toolkit
Practicing Conflict Resolution Skills Through Role-Playing and Simulations

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)
2026-02-25 - 2026-02-26
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.

Speak to Serve (Communication & Service) (2 Days)
2026-03-04 - 2026-03-05
Objectives
Speak to Serve is an engaging and practical programme designed to help frontliners communicate clearly and confidently with guests and colleagues. Participants will discover how to express professionalism through speech and body language, apply active listening, and handle guest interactions gracefully. In the hospitality industry, every word, gesture, and tone shapes the guest experience. This programme empowers frontliners to deliver service that reflects true hospitality excellence.
Target Audience

Front Office and Guest Service Staff
Restaurant Hosts
Food & Beverage Service Staff
All frontline employees in the hospitality industry who interact directly with guests

Learning Outcomes

Recognise the role of effective communication in delivering superior guest experiences
Demonstrate professional verbal and non-verbal communication skills in hospitality settings
Apply active listening and empathy to understand and respond to guest needs
Use polite, positive, and service-oriented language in all interactions
Handle guest concerns and complaints with empathy and confidence

Course Outlines
Day 1
Module 1: The Power of First Impressions

First impressions are formed rapidly and often based on unconscious judgement
First impressions influence opportunities, career advancement, and leadership perception
First impressions shape brand perception, brand recall, and guest loyalty
Pointers for men and ladies to create a positive first impression
Activity: Ice breaker, lecture, discussion

Module 2: What is Courtesy?

Definition of courtesy
Components of courtesy – AHCPR (Attentive, Helpful, Courteous, Polite, Respectful)
Activity: Lecture and discussion

Module 3: Understanding the Customer

Definition of a customer
Anyone who walks through the door
Anyone affected by the service you provide
Types of customers
Customer wants and needs
Activity: Lecture and discussion

Module 4: Verbal and Non-Verbal Communication

Verbal communication – definition
Examples of verbal communication (conversation, email, telephone) ● Elements of verbal communication (tone, pace, fluency)
Non-verbal communication – definition
Body language (posture, gestures, movement)
Eye contact
Tone of voice (pitch, inflection, volume)
Proxemics (use of space)
How verbal and non-verbal communication work together
Understanding message conflict and emotional cues
Activity: Lecture, demonstration, role play

Module 5: Key Courteous Behaviours for Customer Service

Presentable appearance
Appropriate and accurate speech and action
Tagging of message
Genuineness of speech and action
Volume and clarity of speech
Modulation of tone
Suitable gestures and correct posture
Effective smile and maintenance of eye contact

Active listening

Telephone Service:

○ Prompt answering
○ Appropriate speech
○ Active listening
Day 2
Module 6: Application of Key Courteous Behaviours

Greeting customers
Establishing eye contact and offering assistance
Making service offers that can be delivered
Handling protracted service and delays
Referring customers to another service point
Pointing out customer mistakes tactfully
Apologising for mistakes
Handling service breakdowns
Saying “No” professionally
Requesting identification
Terminating contact appropriately
Activity: Role plays

Module 7: Application of Courteous Behaviours (Telephone Handling)

Picking up the receiver
Holding the receiver correctly
Answering calls professionally
Transferring calls
Requesting callers to wait
Answering another person’s call
Handling interruptions
Closing the call
Activity: Discussion and role play

Module 8: Dealing with Difficult Customers

Understanding difficult customer behaviour
Remaining calm and composed
Managing situations within authority limits
Activity: Role play and discussion

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 Fire Fighting & ERP Training (with Fire Drill Exercise & Safety Awareness) (2 Days)
2026-03-04 - 2026-03-05
Objectives
The objectives of the “Basic Fire Fighting & ERP Training” program, which includes a Fire Drill Exercise and Safety Awareness, are to provide participants with essential knowledge and skills to respond effectively in the event of a fire emergency. The program aims to familiarize participants with basic fire-fighting techniques, Emergency Response Procedures (ERPs), and to instill a heightened safety awareness mindset. Additionally, the incorporation of a Fire Drill Exercise enhances practical application and ensures participants are well-prepared for real-life emergency scenarios.
Target Audience
This training is designed for individuals across various industries and workplaces, including office environments, manufacturing facilities, and public spaces. It caters to employees, supervisors, safety officers, and anyone interested in acquiring fundamental fire-fighting skills and understanding Emergency Response Procedures. The program is suitable for those looking to enhance their safety awareness and contribute to a secure work environment.
Learning Outcomes

Attainment of essential skills in basic fire-fighting techniques, encompassing the proper use of fire extinguishers and efficient evacuation procedures.
Development of a safety awareness mindset among participants.
The Fire Drill Exercise serves as a practical reinforcement, allowing participants to apply theoretical knowledge, enhancing their proficiency in real-life emergency scenarios.
Empowerment of participants to actively contribute to workplace safety by identifying potential hazards and adhering to established safety protocols.

Course Outlines
Day 1:
Module 1: Introduction to Fire Safety and Emergency Response

Understanding the Importance of Fire Safety
Overview of Emergency Response Procedures (ERPs)
Introduction to Safety Awareness Mindset

Module 2: Basic Fire-Fighting Techniques

Proper Use of Fire Extinguishers
Efficient Evacuation Procedures
Practical Application and Hands-on Training

Module 3: Emergency Response Procedures (ERPs)

In-Depth Exploration of Workplace-Specific ERPs
Coordinated Response in Fire Emergencies
Integration of ERPs into Daily Safety Practices

Module 4: Safety Awareness Mindset Development

Identifying Potential Hazards in the Workplace
Cultivating a Proactive Safety Awareness Mindset
Contribution to a Secure Work Environment

Day 2:
Module 5: Fire Drill Exercise

Simulated Emergency Scenario Participation
Practical Application of Fire-Fighting Techniques
Evaluation and Feedback for Continuous Improvement

Module 6: Practical Reinforcement of Knowledge

Application of Theoretical Knowledge in Real-Life Scenarios
Enhancing Proficiency in Emergency Response
Continuous Improvement Strategies

Module 7:Active Contribution to Workplace Safety

Empowerment to Identify and Address Potential Hazards
Adherence to Established Safety Protocols

● Collective Responsibility for a Secure Work Environment
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.
