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X-WR-CALDESC:Events for UOA Academy
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DTSTART;VALUE=DATE:20260304
DTEND;VALUE=DATE:20260306
DTSTAMP:20260422T062615
CREATED:20251224T035210Z
LAST-MODIFIED:20260112T071509Z
UID:50453-1772582400-1772755199@uoa-academy.com
SUMMARY:Speak to Serve (Communication & Service) (2 Days)
DESCRIPTION:Objectives \nSpeak 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.  \nTarget Audience \n\n Front Office and Guest Service Staff \n Restaurant Hosts \n Food & Beverage Service Staff \n All frontline employees in the hospitality industry who interact directly with guests \n\nLearning Outcomes \n\n\n Recognise the role of effective communication in delivering superior guest experiences \nDemonstrate professional verbal and non-verbal communication skills in hospitality settings\nApply active listening and empathy to understand and respond to guest needs\nUse polite\, positive\, and service-oriented language in all interactions\nHandle guest concerns and complaints with empathy and confidence\n\nCourse Outlines \nDay 1  \nModule 1: The Power of First Impressions  \n\n First impressions are formed rapidly and often based on unconscious judgement \nFirst impressions influence opportunities\, career advancement\, and leadership perception \n First impressions shape brand perception\, brand recall\, and guest loyalty \nPointers for men and ladies to create a positive first impression \nActivity: Ice breaker\, lecture\, discussion \n\nModule 2: What is Courtesy?  \n\n Definition of courtesy \n Components of courtesy – AHCPR (Attentive\, Helpful\, Courteous\, Polite\, Respectful) \nActivity: Lecture and discussion \n\nModule 3: Understanding the Customer  \n\n Definition of a customer \n Anyone who walks through the door \n Anyone affected by the service you provide \n Types of customers \n Customer wants and needs \nActivity: Lecture and discussion \n\nModule 4: Verbal and Non-Verbal Communication  \n\n Verbal communication – definition \n Examples of verbal communication (conversation\, email\, telephone) ● Elements of verbal communication (tone\, pace\, fluency) \n Non-verbal communication – definition \n Body language (posture\, gestures\, movement) \n Eye contact \n Tone of voice (pitch\, inflection\, volume) \n Proxemics (use of space) \n How verbal and non-verbal communication work together \n Understanding message conflict and emotional cues \nActivity: Lecture\, demonstration\, role play \n\nModule 5: Key Courteous Behaviours for Customer Service  \n\n Presentable appearance \n Appropriate and accurate speech and action \n Tagging of message \n Genuineness of speech and action \n Volume and clarity of speech \n Modulation of tone \n Suitable gestures and correct posture \n Effective smile and maintenance of eye contact \n\nActive listening  \n\nTelephone Service: \n\n○ Prompt answering  \n○ Appropriate speech  \n○ Active listening  \nDay 2  \nModule 6: Application of Key Courteous Behaviours  \n\n Greeting customers \n Establishing eye contact and offering assistance \n Making service offers that can be delivered \n Handling protracted service and delays \n Referring customers to another service point \n Pointing out customer mistakes tactfully \n Apologising for mistakes \n Handling service breakdowns \n Saying “No” professionally \n Requesting identification \n Terminating contact appropriately \nActivity: Role plays \n\nModule 7: Application of Courteous Behaviours (Telephone Handling)  \n\n Picking up the receiver \n Holding the receiver correctly \n Answering calls professionally \n Transferring calls \n Requesting callers to wait \n Answering another person’s call \n Handling interruptions \n Closing the call \nActivity: Discussion and role play \n\nModule 8: Dealing with Difficult Customers  \n\n Understanding difficult customer behaviour \n Remaining calm and composed \n Managing situations within authority limits \nActivity: Role play and discussion \n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \n \nCancellation & Transfer\n\nPlease note that should this registration be cancelled fourteen (14) days before the day of the training\, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training\, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally\, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.  \nDisclaimer: UOA Academy reserves the right to make changes to the venue\, date\, and speaker\, including cancellation of the workshop if warranted by circumstances beyond its control.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/speak-to-serve-hospitality-communication-service-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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