Tag Archives: workshop

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Public Seminar: Critical Elements of Customer Service

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Customer service

Join us on July 28 and 29 from 9 a.m. to 5 p.m. for our Critical Elements of Customer Service public seminar. Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for? This two day workshop will help you in all of these areas, and more!

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Participants will recognize that service delivery is an individual response value, understand how your own behavior impacts the behavior of others, develop more confidence and skill as a problem-solver, communicate more assertively and effectively and learn how to make customer service a team approach.

Course Outline

  • What is Customer Service?
  • Who Are Your Customers?
  • Meeting Expectations
  • Presenting Yourself Properly
  • Setting Goals and Targets
  • Standards
  • Communication
  • Telephone Techniques
  • Managing the Talkative Caller
  • Dealing with Difficult Callers
  • Dealing with Challenges
  • Dealing with Difficult People
  • Increasing Your Assertiveness
  • The Problem Solving Process
  • Seven Steps to Customer Problem Solving
  • The Recovery Process
  • Eliminating Customer Service Problems

A course fee of 8,500 plus VAT includes instruction by an expert facilitator, small group workshops that provide active learning, snacks, lunch, a specialized student workbook and a personalized certificate of completion.

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About the Facilitator

Dr. Rosario Alzona holds a Master’s Degree in Statistics and Ph.D in Organizational Development. She is an accomplished Organizational Development professional with almost 20 years of experience in diverse workplace environments. She has varied experiences in organizational assessment, OD intervention design and implementation, learning and development and process/procedure design and development. Dr. Alzona has taken various Information Technology and OD Consultancy projects with several Consulting firms and has taught for ten years in the Graduate School of several universities and colleges in diverse topics of management and leadership. She is a frequent speaker at various seminars and workshops with topics on Leadership, Team Building, Organizational Assessment, Strategic Planning, Change Management and Appreciative Inquiry. She is a High-energy Trainer and Creative Facilitator, skilled in guiding learners through engaging breakthrough learning opportunities.


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Public Seminar: Dealing with Change and Change Management

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Change Management

Join our Change Management seminar and learn how to handle change in business. This workshop will be held June 4 to 5, 9 a.m. to 5 p.m. at the OMM Citra Building on San Miguel Avenue. It’s ideal for managers and business professionals who want to understand the dynamics of change and equip themselves to analyze the factors at play in their own particular circumstances. Participants will learn how to adopt practical strategies to deal with resistance.

Managers traditionally have had the task of contributing to the effectiveness of their organization while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior management. This one-day workshop will help you deal with change and will give you strategies to bring back to your employees.

By the end of the workshop, participants will be able to see change as a positive element, identify the stages of change and develop strategies for dealing with and accepting changes in an organization.

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Course Outline

  • The change process
  • The human response to change
  • The pace of change and the pace at which people adopt change
  • The pyramid response to change
  • Resisting and welcoming change
  • The Four-Room Apartment of change and how to use it
  • How to increase your resiliency to change
  • Managing anger
  • Dealing with stress
  • An action plan for success

The course fee is P8,500 + VAT, and includes instruction by an expert facilitator, small group workshops that provide “active learning,” a specialized student manual, a free eBook on Change Management, a personalized certificate of participation, snacks and lunch. You will also receive a complimentary ProfilesXT Assessment.

The ProfilesXT Assessment is a multi-purpose, total person employee assessment used for pre-employment screening, selection, development, training, managing, and succession planning. This employee assessment measures how well an individual fits specific jobs in your organization, and the results can be used during the training or succession planning stages. PROFILEXT is customizable, and peak job performance models can be developed by company, position, manager or geography.

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About the Facilitator

Dr. Rosario Alzona holds a Master’s Degree in Statistics and Ph.D in Organization Development. She is an accomplished Organization Development professional with almost 20 years of experience in diverse workplace environments. She has varied experiences in organizational assessment, OD intervention design and implementation, learning and development and process/procedure design and development.

She is a frequent speaker at various seminars and workshops with topics on Leadership, Team Building, Organizational Assessment, Strategic Planning, Change Management and Appreciative Inquiry. She is a High-energy Trainer and Creative Facilitator, skilled in guiding learners through engaging breakthrough learning opportunities.

Register


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Public Seminar: Test and Measurement Design 101

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Join us tomorrow for a seminar-workshop on Test and Measurement Design! Learn how to carry out in-depth educational and psychological assessments and interpret the results. This seminar is recommended for HR practitioners, psychometricians, teachers, professors and guidance counselors.

Participants will learn about the importance of psychological testing, understand the basic concepts of reality, validity and test construction, and be able to critically evaluate test results.

Course Outline

Brief History of Psychological Measurement
Importance of Psychological Testing
Characteristics of Psychological Instruments
Purposes of Test and Measurement
Types of Tests
Bloom’s Taxonomy
Application of Psychological Measurement (Educational Testing, Personnel Testing and Clinical Testing)
Ethics in Psychological Testing
Steps in Test Construction
Choosing the test Format
Validity and Reliability
Scoring and Interpretation

About the Instructor

Dr. Maria Vida G. Caparas holds a Master’s Degree and Ph.D., Summa Cum Laude, in Psychology. She is an Accredited Trainer of the Philippine Government with invaluable experiences in Organizational Development as a Human Resource, Training and OD practitioner. She authored three books on Psychology/HR Management and was a Trainer Delegate of DFA-Foreign Service Institute in Italy and Singapore in 1999-2000. Dr. Caparas is a recipient of various national awards and also a professor in prestigious universities. She authored three books on Psychology/HR Management namely “Psychological Assessment: Theory and Practice”, “Uses of Psychological Tests”, and “Human Resource Management.”

Investment

P9,520 includes all course materials, instruction by an expert facilitator, snacks and lunch, a personalized certificate and student notebook.

Register now!


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Public Seminar: Facilitation Skills

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Train the Trainer: Facilitation Skills

There is a difference between facilitating group discussions and controlling them. How do you do the former rather than the latter? This two-day workshop January 29 and 30 will help participants develop core facilitation skills and learn the stages of team development. The workshop is recommended for trainers and facilitators and will go over the difference between facilitation, instruction and training.

The course will implement active learning to teach participants the competencies linked to effective group facilitation and some tools to make meetings easier and more productive.

Course Outline

Defining your role and how facilitators work
Establishing ground rules
Content and process
Types of thinking
Dealing with controversial issues and divergent perspectives
Communication skills
Listening for common ground
Common facilitation techniques
Giving effective feedback
The language of facilitation
Dealing with difficult dynamics
Building sustainable agreements
Stages of team development
Analysis tools

About the Instructor

Dr. Maria Vida G. Caparas holds a Master’s Degree and Ph.D., Summa Cum Laude, in Psychology. She is an Accredited Trainer of the Philippine Government with invaluable experiences in Organizational Development as a Human Resource, Training and OD practitioner. She authored three books on Psychology/HR Management namely “Psychological Assessment: Theory and Practice”, “Uses of Psychological Tests”, and “Human Resource Management” and was a Trainer Delegate of DFA-Foreign Service Institute in Italy and Singapore in 1999-2000. Dr. Caparas is a recipient of various national awards and also a professor in prestigious universities.

Investment

P9,520 includes all course materials, instruction by an expert facilitator, small group workshops, a specialized student manual, personalized certificate of participation, an eBook on facilitation skills and a complimentary ProfilesXT assessment.

Register now!

http://profilesasiapacific.com/index.php?menuname=Products&page=pxt

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Coaching: A Leadership Skill

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Coach, Role Model, Counselor, Supporter, Guide…do these words ring a bell? Being a coach involves being a role model, sometimes a counselor or supporter, and always a guide. Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Knowing how and when to coach is an essential skill that can benefit both you and your organization. This one-day workshop will help you become a better coach in all senses of the word. The seminar will be held on October 23 from 9 a.m. to 5 p.m. at unit 502 OMM Citra Bldg., San Miguel Ave.,
Ortigas Center, Pasig City.

In Coaching: A Leadership Skill, participants will learn how to use coaching to develop their team, develop coaching skills that help improve individual performance, demonstrate the behaviors and practices of an effective coach, recognize employees’ strengths and weaknesses, and learn to give valuable feedback.

Course Outline

  1. Defining Coaching: The first part of the morning will be spent exploring what coaching means (in general and to participants), reviewing coaching skills, and evaluating the pre-assignment.
  2. Interpersonal Communication Skills: Communicating well is a key aspect of successful coaching. During this session, participants will explore different communication skills and create an action plan.
  3. Self-Disclosure: Joe Luft and Harry Ingraham developed the Johari windows concept, a way of looking at our self-awareness and our ability to ask feedback of others. This session will look at the window and examine how we can use it when coaching.
  4. Critical Coaching Skills: Participants will examine important coaching skills in small groups, including helping, mentoring, teaching, and challenging skills.
  5. More on Communication: This lecturette will examine two powerful, simple coaching tools: asking questions and listening.
  6. Learning Styles and Principles: We learn in three different ways: by seeing, by hearing, and by doing. In a large group discussion, participants will identify ways to incorporate these methods into coaching.
  7. Benefits/Consequences: During this session, we will examine a tool that coaches can use to help gain buy-in for change from employees.
  8. Skills Involved in Coaching: Participants will work in small groups to complete a mix-and-match exercise that will familiarize them with key coaching skills.
  9. The Coaching Model: This session will explore a four-step coaching model that can be applied to any situation.
  10. Feedback: An essential component of coaching. You will discuss types of feedback and offer some tips in lecture format during this session.
  11. Coaching Problems: To wrap up the workshop, participants will examine case studies and offer solutions.
  12. Workshop Wrap-Up: At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

The course fee is PHP3,500 + VAT, and includes instruction by an expert facilitator, snacks and lunch, a specialized student workbook, and a personalized certificate of participation.

Register online and view other classes!


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