Power Up Your Business Communication

27-28 Jun, 2022, Remote Online Training - Public

IPA Training is Registered with

Learn from the Best

  •  MBA, University on Sunderland, UK
  •  B.A. (Hons) in Accounting & Finance
  •  Diploma in Accounting & Finance
  • Certified Training Professional Program (“CTP Program”) from ARTDO International-ITD
  • Certified Coaching & Mentoring Professional (“CCMP Program”) from ARTDO International - ITD
  • Certified Trainer in Rapid E-Learning(E-CREL) from ARTDO International - ITD
  • Master Practitioner of Neuro-Semantics, Neuro-Linguistic Programming and Hypnosis & Time-lines
  • Professional Body Language Coach (Body Language Institute (USA) Graduate (Senior))
  • Honourary Judge & Authorised Trainer for “CCAM” (Customer Relationship Management & Contact Centre Association Malaysia) (2011 to 2013)
  • CTP Trainer for ITD Malaysia
  • Developed modules on Presentation Skills, Creativity and Prioritisation for Local Banks in Malaysia
  • Developed Leadership Modules for Global & Local companies

Anna has been a Professional Trainer for 21 years.

Her last position was as the Assistant Vice President of a training company (2007) with ASEAN exposures. She started her working exposure in 1994 and has over 27 years working experience.

 

In the corporate arena, her skills include Corporate Finance, Financial Management, Marketing, Banking and Operations. She was the Senior Group Corporate Affairs & Investor Relations Manager in Mithril Berhad, an associate company of MAA Holdings Berhad. She was previously the Group Finance Manager for the same company. Her role includes corporate finance, debt restructuring, investments and asset financing.

She has also dealt with regulatory bodies (Bursa Malaysia Securities Berhad, the Securities Commission, etc) and has prepared the Group’s consolidated accounts, cash flow, budgets and treasury functions.

 

2020 was a year of new learnings and discovery amidst the Covid-19 pandemic.

 

Identifying with the new training landscape and needs of her clients, Anna is a Certified E-Learning trainer, she has conducted multiple sessions via Zoom and earned top ratings and reviews from her participants.

 

Her areas of Expertise include:

  • Leadership Development
  • People Management & Communication
  • Team Working
  • Presentation Skills
  • Train the Trainer
  • Service Excellence
  • Leading Change
  • Business Writing Skills
  • Creative & Analytical Thinking
  • Prioritisation & Goal Setting
  • Business Acumen Skills
  • Strategic Planning and Execution
  • Coaching Skills

Venue Details

Remote Online Training - Public

Contact us

Juliany,
M - 012 2281 247
juliany@ipa.com.my

Phoebe,
M - 019 363 7822
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Yvonne,
M - 012 201 1247
yvonne@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Getting Connected Today
  • Dealing with Different Personalities
  • The Power of 1st Impressions - Virtual and Non- Virtual
  • Using EI (Emotional Intelligence)
  • The Art of Professional Communication
  • Moving Forward in 2022
COURSE OBJECTIVE

In a fast-paced company, your top-notch service distinguishes you from the rest of your competitors, making you and your company the preferred choice.

This special 2-day course has been put together to help you develop the skills and attitude to be a customer focused business person.

COURSE LEARNING OUTCOMES (CLO)
  1. Recognise your company’s current customer service image.
  2. Identify your customers tactfully and professionally.
  3. Use knowledge building and sustaining good relationships with via open communication.
  4. Identify various conversations and minimising conflicts.
WHO SHOULD ATTEND
This course is suitable for Executives and Managers
METHODOLOGY
Interactive Lectures, Role plays, Group Activities and Case Studies
DAY 1
9:00

GETTING CONNECTED TODAY

  • Chat & Discussion
    - How the communication landscape has changed
    - Pros and cons
    - New discoveries and learnings
    - How do you want communication to be for current and future settings


10.45

DEALING WITH DIFFERENT PERSONALITIES

  • Building rapport and maintaining relationships
  • Personality profiling (DISC)
  • Understanding the different personality traits
  • How to tackle different personalities
  • Hot Words for different personalities

Activity 1 : Self-Assessment
Activity 2 : The Boulder
Activity 3 : Video
Activity 4 : Role Play

 

1:00 Lunch
2:00

THE POWER OF 1ST IMPRESSIONS - VIRTUAL AND NON-VIRTUAL

  • Understand the impact of 1st Impressions
  • Quick Tips for Positive Body Language
  • Using the Right Words
    - What you say vs how it is interpreted
    - What are the words to avoid?
    - Choosing positive words

 

5:00 End of Day 1
DAY 2
9:00

USING EI (EMOTIONAL INTELLIGENCE)

  • What is EI?
  • Developing Self Awareness
  • Managing Emotions
  • Putting yourself in Difficult Person’s Shoes and Managing them (Empathy)
    Activity : EI Assessment and Role Play


10.45

THE ART OF PROFESSIONAL COMMUNICATION

  • Influencing Skills - 5-Step Quick Guide to Influencing your team
  • Empathetic Listening
  • Managing Conversations
  • Conflict Reducing Techniques
  • The Power of 3 Questions
  • Turning differences in opinions to genuine interest for discovery of new ideas
  • Redirecting Focus to results and solutions

 

 

Activity: Simulation Game - Lost At Sea

Participants will work in teams. In this game, they are lost at sea and are given fifteen items to rank (items cards are given). Teams must rank the order of importance of the items based on the following guideline:
Approach the task based on logic. Avoid arguing for own individual judgments. Support only solutions they can agree at least. Avoid changing their minds if it is only to reach agreement and avoid conflict

1:00 Lunch
2:00

MOVING FORWARD IN 2022

  • Synergise and Align
  • As a single unit, produce three strategies to power up your communication internally and externally

 

5:00 End of Course