Not A Problem！︰Problem Solving & Decision-Making Skills

• Where Lies the Problem？︰Attribution of the problem and fishbone diagram
• Blind to Your Blind Spot︰Highlight common blind spot and decision making traps
• The Survivor Game︰Evaluate and priorities the values in decision-making
• Decision Matrix︰Walk out of the dilemma and create new solutions
• A Catch-22 Situation︰Guiding principles when you are caught between a rock and a hard place

Suggested duration：1.5-3.5 hours
Class size：20-40

Actions Speaks Louder︰Quality Customer Service

• Moment of Truth︰3 Levels of customer service from customers'perspective
• Emotional Exchange︰The likes & dislikes of customer communication
• Observable CS︰Magic words , empathy , body language and dislikes strategies
• Say It Well︰Negative messages with positive reframing
• Art of Saying No︰Rejecting unreasonable requests in an appropriate manner

Suggested duration：2-4 hours
Class Size：20-40

Conflict Time-Out︰Manage Complaints & Challenging Situation

• Complaint Alarm︰Discuss the background , motives and concerns of the complainants
• Complaint Dichotomy︰Structural and interactional conflicts
• Conflict Time-Out︰Reframe company policies & provide psychological compensation
• Conflict Management Model︰The best strategy in response to customers'complaint & grievance
• Challenging Moment︰The handling strategy to conflicts（e.g. regular complaints , video-recording , complaint handling as a mediator）& case sharing
• Boost Your Mindset︰The positive psychology in the challenging situation

Suggested duration：2-4 hours
Class size：20-40

Immunity To Violence︰Manage Violence & Emotional Customers

• Psychology Behind Violence︰Crisis assessment of violent customers and their causes & mentality
• The 2 Types of Violence︰Guidelines to verbal violence and physical violence
• Emotional Alleviator︰The communication strategies of alleviating customers' emotions
• Self-Defense︰The self protection measures and guidelines facing physical violence threat

Suggested duration：1.5-2 hours
Class size：20-40

D.I.S.C®Is'You'︰Explore Your Private Self And Unleash Your Potential（Fundamental）

• What is D.I.S.C®？：The origin and application of D.I.S.C® assessment tools
• Tap Into Your Private-Self：Unleash your untapped potential and source of stress
• Appreciate Your Individuality：Explore your strengths and potentials
• Discover Your Dark Side：The other sides of D.I.S.C® - Irritated , Impulsive , Sentimental & Anxious
• Target Your Weak Spots：Improve your weakness via social learning

Suggested duration：2-4 hours
Class size：maximum 40

Including Individual Personality Assessment Report & Individual Personality Consultation

Teamergy

A. Team Communication︰Understand team culture , spot the communication barriers and build the common language and rapport

B. Team Collaboration︰Effective job allocation , collaboration strategies , problem-solving pattern & team contribution

C. Team Innovation︰Out of the comfort zone , embrace the challenges , use of creativity , bottleneck breakthrough

D. Team Leadership︰Horses for Courses , goal-setting , decision-making delegation , motivation , accountability

Suggested duration：4-8 hours
Class size：maximum 40

“Talking Therapy”︰Conversational Skills In Supporting Emotional Staff（Fundamental）

• The Basics of Caring︰Principles as a peer emotional support
• Build Up the Rapport︰The application of nonjudgmental attitude and acceptance
• Start with Question︰Questioning skills of open-end , close-end , clarifying and subjunctive question types
• Respond with Empathy︰Reflective listening and responding with negative emotions
• Workplace Emotional Counseling︰Conversational practice with emotional staff facing career setback , transitions or personal problems

Suggested duration：2-4 hours
Class size：20-40

“Talking Therapy” : Conversational Skills In Supporting Emotional Staff（Advanced）

• Spot the Negative Emotions︰From body languages and micro-expressions
• Discover-Evaluate-Solve the Problem︰The 3 conversational stages of staff emotional support
• The Two Worlds︰Identify the conversational pattern in emotional and cognitive areas
• Turn Negative to Positive︰Positive reframing to enhance problem-solving ability
• Workplace Counseling in Crisis︰Assess the emotional crisis（mood disorders or suicidal thoughts）and the handling strategies

Suggested duration：2-4 hours
Class size：20-40

Care@Work / Back you up！︰Peer Support For A Workplace Care Culture

• Mood Swing or Mood Disorder？︰Understand the impact of stress and emotional disturbance in workplace
• Peer to Peer︰The difference of role as a peer support and as a mentor or a coach
• Back You Up︰Communication skills in supporting colleagues’ negative emotions
• Care Culture︰Build the support network and provide community resources

Suggested duration：1-2 hours
Class size：maximum 50

Leaders VS Managers︰High Performance Leadership Skills

• Seven Corporate Culture and Leadership Direction
• What Makes a Good Boss︰Henry Mintzberg's management roles
• From Hard Skills to Soft Skills︰Build your personal leadership styles
• Experience ≠ Performance︰The essentials of motivation
• Situational Leadership︰The 4 leadership strategies of the Hersey-Blanchard model

Suggested duration：2-4 hours
Class size：20-40