SMART OFFICE
Boost employees’capability and passion for work
Action Speaks Louder – Excellence in Customer Service HOT
- Moments of Truth: Understanding Customer Perspectives and The Three Levels of Quality Customer Service
- Emotional Transactions: Dos and Don’ts in Customer Communication
- Visible Interactions: Magic Words, Empathy, Body Language, And the Negative Service
- Say It Positive: Using Positive Reframing to Package Negative Information
- The Art of Saying No: Politely Declining Unreasonable Request
- Mentality in Quality Service: Viewing Customer Service with A Positive Attitude
Suggested duration: 2-4 hours
Class size: 10-40
Harmony is the Key - Mediating Workplace Interpersonal Conflicts NEW
- Workplace Peacemaker: Managing Interpersonal Issues through Mediation Skills
- Workplace Mediation: Process and Questioning Techniques in Mediation Sessions
- Embracing Differences: Clarifying Disputes and Finding Common Ground between Parties
- Meeting of Mind: Reality Testing and Facilitating Resolution Solutions
Suggested duration: 3-4 hours
Class size: 10-40
「尋解」得說–尋解導向治療輔導技巧（進階輔導） NEW
- 非常支援：認識尋解導向治療（Solution-Focused Brief Therapy, SFBT）核心原則
- 支援層次：分辨被支援者的三大類型 ─ 來訪者、抱怨者與消費者
- 有根有據：SFBT的輔導流程與回應提示
- 正向提問：善用SFBT提問技巧 ─ 量尺問句（Scaling Question）、例外問句（Exception Question）與奇蹟問句（Miracle Question）等
- 尋解輔導：促進同事尋找解決方法（工作挫折、人際關係或家庭問題）的對話練習
建議時數：3-4小時
建議人數：10-40人
Out of Time, Out of Your Mind – Effective Time Management HOT
- Exploring Time: The Nature of Time and Effective Time Management
- Time Killers: Habits and Personality Traits that Waste Time
- Parkinson's Law: Applying Parkinson's Law for Efficient Task Management
- The Four Quadrants of Time Management: The Urgency-Importance Matrix of the Eisenhower Box
- The 80/20 Rule: Maximizing Returns with Minimal Time Investment
Suggested duration: 1.5-3.5 hours
Class size: 10-60
Conflict Time Out – Managing Complaints and Challenging Situations
- Complaint Alarms: Analyzing Complainants’ Background, Motives, And Concerns
- The Dichotomy of Complaints: Structural and Interactional Conflicts
- Cooling the Conflict: Positively Explaining Company Policies and Providing Psychological Compensation
- Conflict Management Model: The Best Strategy in Response to Customers’ Complaints and Grievance
- Battling Challenging Moments: Strategies for Dealing with Conflict Situations (E.G., Chronic Complaints, Video-Recording Employees, Inter-Customer Complaints) And Case-Sharing
- Regulating Emotions: Tips for Managing Emotions in Difficult Moments
Suggested duration: 2-4 hours
Class size: 10-40
Talking Therapy – Conversational Techniques in Supporting Employees with Negative Emotions (Foundation)
- Care in Basic: Principles of Peer Emotional Support
- Building Trust: Utilizing a Nonjudgmental Attitude and Acceptance
- Thoughtful Questioning: Techniques for Open-ended, Closed-ended, Clarifying, and Subjunctive Questions
- Responding with Empathy: Reflective Listening and Techniques for Responding to Negative Emotions
- Emotional Counselling in Workplace: Practicing Conversations to Address Colleagues' Negative Emotions Related to Work Challenges, Transitions, or Personal Issues
Suggested duration: 2-4 hours
Class size: 10-40
Prison Break in Personality – Exploring the Enneagram
- What Is Personality: Definition and Classification of Personality
- What Is Enneagram: Understanding the Core of The Nine Enneagram Types
- Micro View of Enneagram: Insight into Desires, Anxieties, And Communication Pattern of Each Type
- Finding Your Type: Discovering Your Own Personality Type
- Escaping the Maze: Understanding the Limitation of Your Personality and Ways to Break Through the Constraints
Suggested duration: 1.5-3.5 hours
Class size: 10-40
Win-Win Bargaining – Effective Negotiation and Bargaining Strategies
- Zero-Sum or Win-Win? Understanding and Analyzing Negotiation Situations
- The Negotiation Process: Utilizing BATNA, Anchor Points, and Trade-Offs to Reach Agreements
- Bargaining Tactics: Eight Influential Negotiation and Persuasion Strategies
- Negotiation Table: Applying Negotiation and Bargaining Techniques in Sales, Talent Retention, and Contract Signing
- Let's Bargain: Experiencing Negotiation through Experiential Game
Suggested duration: 2-4 hours
Class size: 10-40
Hostility Firewall – Managing Violence and Emotional Customers
- Psychology Behind Violence: Causes, Mindsets, And Crisis Assessment of Violent Customers
- Two Types of Violence: Guidelines for Dealing with Verbal and Physical Violence
- Emotional Alleviator: Communication Strategies to Alleviate Intense Customer Emotions
- Self-Defense Techniques in Service: Personal Safety and Self-Protection Guidelines in Violent Incidents
Suggested duration: 1.5-2 hours
Class size: 10-40
Enneagram and Team Dynamics – Enhancing Team Collaboration and Motivation
- What Is Enneagram? Understanding the Core of The Nine Enneagram Types
- Who Is the Best Fit? Recognizing Team Members’ Personality Types, Strengths and Weaknesses
- Work with You: Tips for Interacting and Communicating with Team Members of Different Personality Traits
- From Teammate to Super Teammate: Assigning Tasks and Inspiring Work Motivation According to Their Personality Strategically
- Creating the Strongest Team: Collaboratively Building the Most Effective Team
Suggested duration: 1.5-3.5 hours
Class size: 10-40
