April 29th, 2015 
品牌形象的建立與專業投訴處理 (實戰拍擋)
工作坊簡介
現今社會對客戶權益重視的提升，及在商業營運日趨優質的客觀要求之下，專業投訴處理的認識及掌握，對機構營運的維持，及品牌形象的保持，實在非常重要，本課程取材自歐美國家星級服務品牌, 處理投訴的專業技巧。
工作坊目標
深化機構員工，對所任職機構或服務行業之品牌意識，有能力處理投訴，並為投訴處理作出優質及今人滿意的工作。
誰適合參加?
適合所有機構、服務業前線員工、機構高級前線人員及中層管理人員參與。
教學模式
- 講課
- 互動活動
- 實習遊戲
- 投訴個案分析
課程內容
- 接聽投訴(二)技巧與心態調節
- 聆聽描繪緞練法
- 聆聽投訴之：聽、觀、感
- 代入投訴客戶之心情
- 投訴處理一步步
- 投訴問題的評估與報告
- 投訴處理後的治療
- 投訴案件的防止
- 投訴事件的三大提防
- 世界六星級服務機構投訴個案分析與討論
證書
符合出席率要求的學員將會獲頒完成課程確認證書
費用
- 註冊專業人員: HK$2,400
- 六式碼社區之友 /六式碼學會合作伙伴的會員: HK$2,600
- 其他: HK$2,800
語言: 粵語輔以英語
地點: 香港九龍尖沙咀梳士巴利道3號星光行16樓1627室
日期:
CPD 學分: 14 分
時間: 早上9:30 至下午5:30 (每天7小時，共2日)
講師簡介
Jonathan Ho
資深成人教學導師Mr Jonathan Ho, 素有『教室導演』之美譽，其『劇場訓練，職場體現』的教學特色，更為現代成人教育的嶄新教學模式，能有效地令學員，在輕鬆互動的學習氛圍下，活潑有趣地學習，並能在課堂中體現所授課題之實況情景。
Mr Jonathan Ho 早年畢業於香港演藝學院舞台管理學系，畢業後隨即遠赴英國倫敦，入讀藝術學校Ecolé Philippe Gaulier， 隨法國戲劇大師 Philippe Gaulier, 並Peta Lilly, David Glass等著名歐洲藝術大師，研習西方藝術與劇場研究；Mr Ho 留學英國期間，曾為“英國倫敦華裔之星管弦樂團” London Chinese Star Orchestra駐團舞台經理、“英國牛津嘉盛頓歌劇院”Oxford Garsington Opera House後台管理成員，並獲聘於英國杜杜劇團The ToTo Theatre of England任節目製作經理及駐團藝術家，巡迴法國亞維儂藝術節Festival d’Avignon及英國南部藝術節。Mr Ho對大型團隊管理與節目統籌及舞台製作擁有豐富經驗，並對西方古典音樂及西洋藝術別具心得。
Mr Ho 回港後至致力本地成人教育工作, 對人材培訓早有相當經驗，2000年更將原為訓練劇場、舞台演員及音樂家的特有訓練模式成功地引進本地職場，作為各行各業訓練員工的嶄新教學模式。
誠然，在Mr Ho『劇場訓練，職場體現』的教學下的學員，皆能夠在輕鬆互動的學習氛圍下學習；課堂上的“劇場形式實況模擬”能有效地讓學員親身體現課堂所授之理論，而課堂內Mr Ho 引導全體學生們的朋輩激勵，更能令學員在互動互勵的動力下，增進學習進度及增強性格魅力Charisma, 從而鞏固團隊精神。
Mr Jonathan Ho, 現為香港大學SPACE學院及中文大學SCS學院兼任講師、政府持續進修基金認可講師、毅進課程導師，並曾受聘於；加拿大永明保險、英國保誠保險、紐約人壽、美聯物業、香港置業、朗文出版社及香港電訊，南澳洲Ronny & Felix Café等機構，任機構員工培訓導師。
April 29th, 2015
六星級客戶服務與客戶溝通 (實戰拍擋)
工作坊簡介
服務業被譽為先進城市的無煙工業，能成功掌握優質客戶服務以致與客戶保持優良關係，對你的服務事業前途有著重要作用。本課程以工作坊形式，與你分析品牌、產品與客戶的三角關係,教你閱讀客人的讀心技巧，令你成為服務業界的精英份子。
工作坊目標
提升機構服務質素，進一步加強品牌形象，令前線客戶服務員工，心悅和顏服務客人，建構出：機構、員工及客戶都愉悅的三贏局面。
誰適合參加?
適合機構品牌所有前線員工及中層管理人員參與。
教學模式
- 講課
- 互動活動
- 實習遊戲
- 小組討論
- 個案分析
課程內容
- 服務心態的調節與開關(二)
- 服務質素與品牌的掛鉤
- 『十碗理論』(二)服務質素的評估
- 閱讀客戶讀心技巧
- 星級客戶服務常識
- 品牌、產品、客戶三大知識的建立
- 服務質素與品牌的掛鉤
- 雙贏局面的共識
- 聆聽描繪鍛鍊法
證書
符合出席率要求的學員將會獲頒完成課程確認證書
費用
- 註冊專業人員: HK$2,400
- 六式碼社區之友 /六式碼學會合作伙伴的會員: HK$2,600
- 其他: HK$2,800
語言: 粵語輔以英語
地點: 香港九龍尖沙咀梳士巴利道3號星光行16樓1627室
日期:
CPD 學分: 14 分
時間: 早上9:30 至下午5:30 (每天7小時)
講師簡介
Jonathan Ho
資深成人教學導師Mr Jonathan Ho, 素有『教室導演』之美譽，其『劇場訓練，職場體現』的教學特色，更為現代成人教育的嶄新教學模式，能有效地令學員，在輕鬆互動的學習氛圍下，活潑有趣地學習，並能在課堂中體現所授課題之實況情景。
Mr Jonathan Ho 早年畢業於香港演藝學院舞台管理學系，畢業後隨即遠赴英國倫敦，入讀藝術學校Ecolé Philippe Gaulier， 隨法國戲劇大師 Philippe Gaulier, 並Peta Lilly, David Glass等著名歐洲藝術大師，研習西方藝術與劇場研究；Mr Ho 留學英國期間，曾為“英國倫敦華裔之星管弦樂團” London Chinese Star Orchestra駐團舞台經理、“英國牛津嘉盛頓歌劇院”Oxford Garsington Opera House後台管理成員，並獲聘於英國杜杜劇團The ToTo Theatre of England任節目製作經理及駐團藝術家，巡迴法國亞維儂藝術節Festival d’Avignon及英國南部藝術節。Mr Ho對大型團隊管理與節目統籌及舞台製作擁有豐富經驗，並對西方古典音樂及西洋藝術別具心得。
Mr Ho 回港後至致力本地成人教育工作, 對人材培訓早有相當經驗，2000年更將原為訓練劇場、舞台演員及音樂家的特有訓練模式成功地引進本地職場，作為各行各業訓練員工的嶄新教學模式。
誠然，在Mr Ho『劇場訓練，職場體現』的教學下的學員，皆能夠在輕鬆互動的學習氛圍下學習；課堂上的“劇場形式實況模擬”能有效地讓學員親身體現課堂所授之理論，而課堂內Mr Ho 引導全體學生們的朋輩激勵，更能令學員在互動互勵的動力下，增進學習進度及增強性格魅力Charisma, 從而鞏固團隊精神。
Mr Jonathan Ho, 現為香港大學SPACE學院及中文大學SCS學院兼任講師、政府持續進修基金認可講師、毅進課程導師，並曾受聘於；加拿大永明保險、英國保誠保險、紐約人壽、美聯物業、香港置業、朗文出版社及香港電訊，南澳洲Ronny & Felix Café等機構，任機構員工培訓導師。
April 28th, 2015
Successful Oral Presentation
Introduction
This workshop is designed for you who need to deliver presentations or improve your presentation skills at work. Some workers nowadays are not articulate and find it difficult to deliver a presentation in front of their clients or supervisors. In this workshop, you are going to learn to build up your confidence in presenting ideas in English with some techniques and strategies.
What is the target?
- To express your ideas logically in English
- To attract your audience to pay attention to your speech
- To adopt different strategies in your presentations
Who should attend?
- Fresh graduates
- Frontline staff
- Office staff who need to deliver presentations
Teaching Methodology
Interactive lectures, case studies, mock meeting
Certification
Delivery of a short presentation which meets the required standard.
Course Outline
- Basic organisation and structure of a presentation
- Know about your audience
- Accurate pronunciation
- Proper gesture and posture
- The importance of visual aids
- Essential language items
Fee
- Registered Professionals: HK$1,400
- Six Sigma Community Buddies /Members of SSI Partners: HK$1,500
- Others: HK$1,650
Language: English
Venue: Unit 1627, 16/F, Star House, No. 3 Salisbury Road, Tsim Sha Tsui, Kowloon
Date:
Time Slot 1: 22 Feb 2018 (Thu) Course Code: SOP-18FEB22F
Time Slot 2: 19 Jun 2018 (Tue) Course Code: SOP-18JUN19F
CPD Credit: 6credits
Time: 9:30am to 12:30pm & 2:00pm to 5:00pm
About the Facilitator
BA (Hons) (HKPU), PGDE (CUHK), MSc (Bath), MA (HKU)
Jayson LO has nearly 20 years of work experience at the supervisory grade in various fields, including human resources and administration, sales and marketing, finance and accounting, public relations and corporate communication, to name a few. After he had finished his postgraduate studies and obtained an MSc degree in Business and Community in the UK, he returned to Hong Kong and worked for private and public sectors at the management level. Meanwhile, he started his training and teaching career. He has been working as Visiting Lecturer and Language Instructor for local universities and NGOs, and teaching communication and soft skills in English for more than 15 years. He has also conducted corporate training such as Effective Business Writing course, Effective Communication workshop, Successful Oral Presentation workshop, Efficient Complaint Handling seminar, and so forth, for local and multinational corporations. In addition to teaching duties, he also helps various organisations and institutes to design and develop different English programmes for particular groups so as to enhance their English communication competency. Apart from the MSc degree (UK), he has recently obtained a MA degree in Applied Linguistics (HKU). Jayson was also awarded the International Teaching and Training Diploma (UK), and the National Corporate Trainer qualification (PRC). Since he believes communication is vital for establishing harmonised relationship among people, and language is a tool for communication, particularly English language which is the common language spoken in almost every part of the world, he always devotes himself to teaching English and cultivating his students through sharing his experiences with them.
April 28th, 2015
Successful Job Interview
Introduction
This workshop is designed for you who may want to change your working environment or need to attend a promotion interview. Some people target to advance their career better or change their position, so they apply for a job; some may have a chance to get promoted and are required to attend a promotion interview. In this workshop, you are going to learn to package and promote yourself at the job or promotion interview with some essential language items so as to stand out yourself among other candidates.
What is the target?
- To understand the rationale of the job or promotion interview questions.
- To package and promote yourself at the interview so as to impress the interviewer(s)
- To have adequate preparation before the interview
Who should attend?
- Fresh graduates
- Those who want to change their job or position
- Those who are required to attend a promotion interview
Teaching Methodology
Interactive lectures, case studies, mock meeting
Certification
Certificate of Successful Completion will be awarded to students who have achieved the attendance criteria.
Course Outline
- Exploring interview questions and understand their rationale
- Preparing answers to the questions
- Packaging and promoting yourself
- Essential language items
Fee
- Registered Professionals: HK$1,400
- Six Sigma Community Buddies /Members of SSI Partners: HK$1,500
- Others: HK$1,650
Language: English
Venue: Unit 1627, 16/F, Star House, No. 3 Salisbury Road, Tsim Sha Tsui, Kowloon
Date:
Time Slot: 8 & 15 May 2018 (Tue) Course Code:SJI-18MAY08E
CPD Credit: 6 credits
Time: 7:00pm to 10:00pm
About the Facilitator
BA (Hons) (HKPU), PGDE (CUHK), MSc (Bath), MA (HKU)
Jayson LO has nearly 20 years of work experience at the supervisory grade in various fields, including human resources and administration, sales and marketing, finance and accounting, public relations and corporate communication, to name a few. After he had finished his postgraduate studies and obtained an MSc degree in Business and Community in the UK, he returned to Hong Kong and worked for private and public sectors at the management level. Meanwhile, he started his training and teaching career. He has been working as Visiting Lecturer and Language Instructor for local universities and NGOs, and teaching communication and soft skills in English for more than 15 years. He has also conducted corporate training such as Effective Business Writing course, Effective Communication workshop, Successful Oral Presentation workshop, Efficient Complaint Handling seminar, and so forth, for local and multinational corporations. In addition to teaching duties, he also helps various organisations and institutes to design and develop different English programmes for particular groups so as to enhance their English communication competency. Apart from the MSc degree (UK), he has recently obtained a MA degree in Applied Linguistics (HKU). Jayson was also awarded the International Teaching and Training Diploma (UK), and the National Corporate Trainer qualification (PRC). Since he believes communication is vital for establishing harmonised relationship among people, and language is a tool for communication, particularly English language which is the common language spoken in almost every part of the world, he always devotes himself to teaching English and cultivating his students through sharing his experiences with them.
April 28th, 2015
Efficient Meeting Management
Introduction
This workshop is designed for you who need to chair or attend a meeting. Workers nowadays spend too much time attending meetings. However, a meeting sometimes drags and participants cannot achieve anything at the end of the meeting. If you were to chair a meeting, how would you ensure the meeting is effective? How can you show your agreement and disagreement at a meeting? How can you discuss and negotiate issues with other participants at a meeting? In this workshop, you are going to learn to manage a meeting efficiently in English.
What is the target?
- To chair a meeting efficiently
- To show agreement and disagreement a meeting
- To discuss and negotiate matters at a meeting
Who should attend?
- Management and supervisory staff
- Office staff who attend a meeting
- Fresh graduates
Teaching Methodology
Interactive lectures, case studies, mock meeting
Certification
Certificate of Successful Completion will be awarded to students who have achieved the attendance criteria.
Course Outline
- Meeting preparation
- The importance of time management at a meeting
- Essential language items – showing agreement and disagreement, discussion and negotiation
Fee
- Registered Professionals: HK$1,400
- Six Sigma Community Buddies /Members of SSI Partners: HK$1,500
- Others: HK$1,650
Language: English
Venue: Unit 1627, 16/F, Star House, No. 3 Salisbury Road, Tsim Sha Tsui, Kowloon
Date:
Time Slot: 20 Mar 2018 (Tue) Course Code: EMM-18MAR20F
Time: 9:30am to 12:30pm & 2:00pm to 5:00pm
CPD Credit: 6 credits
About the Facilitator
BA (Hons) (HKPU), PGDE (CUHK), MSc (Bath), MA (HKU)
Jayson LO has nearly 20 years of work experience at the supervisory grade in various fields, including human resources and administration, sales and marketing, finance and accounting, public relations and corporate communication, to name a few. After he had finished his postgraduate studies and obtained an MSc degree in Business and Community in the UK, he returned to Hong Kong and worked for private and public sectors at the management level. Meanwhile, he started his training and teaching career. He has been working as Visiting Lecturer and Language Instructor for local universities and NGOs, and teaching communication and soft skills in English for more than 15 years. He has also conducted corporate training such as Effective Business Writing course, Effective Communication workshop, Successful Oral Presentation workshop, Efficient Complaint Handling seminar, and so forth, for local and multinational corporations. In addition to teaching duties, he also helps various organisations and institutes to design and develop different English programmes for particular groups so as to enhance their English communication competency. Apart from the MSc degree (UK), he has recently obtained a MA degree in Applied Linguistics (HKU). Jayson was also awarded the International Teaching and Training Diploma (UK), and the National Corporate Trainer qualification (PRC). Since he believes communication is vital for establishing harmonised relationship among people, and language is a tool for communication, particularly English language which is the common language spoken in almost every part of the world, he always devotes himself to teaching English and cultivating his students through sharing his experiences with them.
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