Overview:

What is Design Thinking? Design thinking is clear, rational, logical, and independent thinking. It’s about improving thinking by analysing, assessing, and reconstructing how we think. It also means thinking in a self-regulated and self-corrective manner. It’s thinking on purpose!

Design thinking involves mindful communication, problem-solving, and a freedom from bias or egocentric tendency. You can apply critical thinking to any kind of subject, problem, or situation you choose.

Outcome:

Design Thinking Skills: To develop creative thinking, innovation, inquiry, and analysis, evaluation and synthesis of information.

• Communication Skills: To increase effective development, interpretation and expression of ideas through written, oral and visual communication.
• Empirical & Quantitative Skills: To learn the manipulation and analysis of numerical data or observable facts resulting in informed conclusions.
• Teamwork: The ability to consider different points of view and to work effectively with others to support a shared purpose or goal.
• Personal Responsibility: The ability to connect choices, actions and consequences to ethical decision-making.
• Social Responsibility: To perform intercultural competence, knowledge of civic responsibility, and the ability to engage effectively in regional, national, and global communities

Outline:

• Module 01: Design Thinking Definition
• Module 02: Fundamentals: Introduction to Critical Thinking
• Module 03: 10 Signs You Are A Critical Thinker
• Module 04: Brain Teasers to Build Critical Thinking Skills
• Module 05: Critical Thinking Process
• Module 06: Critical Thinking and Problem Solving: Make Better Decisions

Overview:

Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. A positive customer experience is central to any organization’s success, as it is often the only thing that distinguishes one business from another. Good Service is really good selling! Both pursuits require sound and strategic planning and preparation. They both require us to sharpen our personal communication skills and product knowledge.

Outcome:

• To establish excellent customer care culture; develop good working attitudes and personal etiquettes
• To understand the elements of successful customer communication and improve skills in this area
• Improve questioning and listening skills
• Identify customer’s real issues and match with appropriate solutions
• Work in a team and to strengthen strategies to achieve goals.

Outline:

• Module 01: Building Career Tower
• Module 02: Standard Greetings And People Personality
• Module 03: Complaint Handling Skills
• Module 04: Identify Problems And Solve Complaints

Overview:

As service providers, we sometime find ourselves facing or handling "difficult customers or stakeholder". When we have to deliver "bad news", say "no" to customers or to people in power, we're often tempted to placate with a "yes".

It is indeed a challenge trying to balance the need to be service-oriented and the need to deliver difficult messages to our customers/ stakeholder or management. This course teaches employees how to manage difficult customer situations more effectively that work towards joint problem-solving/agreement.

Outcome:

• Identify what causes customers to be demanding or difficult and the
• Recognise and manage your own
• Develop strategies for managing different types of difficult

Outline:

• Module 01: Difficult Customers / Stakeholder or management
• Module 02: The Problem Tree Activity: Defining Difficult Customers/Stakeholders
• Module 03: Understanding Different Communication Channels and Their Effect
• Module 04: Strategies for Handling Dissatisfaction
• Module 05: Key Considerations
• Module 06: Techniques that Help
• Module 07: Assertive Communication

Overview:

Microsoft Excel is the most recognised spreadsheet program with many functions and diverse applications. But to maximise its use, skills and experience are required. For example, if you want to turn raw data into insights, present your data in compelling ways or create trend predicting forecasts, then you need to master Microsoft Excel.

Outcome:

Enable to improve the accuracy and productivity by utilising list management, handling large worksheets more effectively as well as enhancing the formatting of spreadsheet data by using conditional formulas.

Outline:

• Module 01: Working with Formulas
• Module 02: Working with Functions
• Module 03: Auditing Worksheets
• Module 04: Working with Table