Workshop Highlights

Again and again, we are told ˇ§the basics are missingˇ¨. The basics such as how people communicate, solve problems, manage projects, working together as teams, and connect what they do to the vision and goal of the organization. pmslearning.com provides skill building training to give your people the tools and skills they need to keep your customers happy and your business profitable.

pmslearning.com offers seminars and workshops to the public but also customized to suit your companyˇ¦s needs. Our seminars and workshops are generally conducted in Cantonese or English, but we also delivered in Putonghua/Mandarin.

Below are high-lights of some of these courses. For seminars or workshops not shown but is your interest, please send us an email at sales@pmslearning.com or call us at (852) 2390 9437 for more information.

Workshops

	Coaching to Develop Others
	Conflict Management Workshop NEW
	Constructing Internal Customer Service Workshop NEW
	Cultural Characteristics of HK/Chinese Work Environment NEW
	Effective Presentation Skills
	Interviewing Techniques for Interviewers
	Making Feedback Count
	Mind Mapping® Workshop NEW
	Preparing Job Interviews for Interviewees
	Presentation Skills Workshop NEW
	Selling Skills Workshop NEW
	Sharpen your Supervisory Skills

Coaching to Develop Others

The focus on performance management in today's organizations is escalating as managers find themselves striving to get results through others and more and more people are being asked to take on team leader roles. Effective coaching can ensure that these results are achieved, and your team are prepared and able to lead your team effectively.

Target audience: Individuals who have responsibility for managing the performance of others.

Agenda:

• What is Coaching?
• Introducing new work
• Establishing direction
• Coaching for results
• Reviewing performance
• Developing others

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Conflict Management Workshop ^NEW

Conflicts occurs everyday in the work place. Some people try to avoid it, while others try to make use of it to attack others. No matter who wins, it usually creates negative impact to the people involved as well as to other people who are working with the conflicting parties. Managers are especially headache with frequent conflicts amongst his/her subordinates.

Program objective: To help participants to understand the cause and impact of conflicts, and comprehend different team conflict strategies so as to find ways to solve conflicts.

Target audience: Departmental managers, team leaders and supervisors who have a number of subordinates or peer members to manage.

Agenda:

• What is conflict?
• Is conflict always bad?
• How to handle team conflict?
• Case studies of conflicting situations
• How to give & receive constructive feedback?

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Constructing Internal Customer Service Workshop ^NEW

Conventionally, staff working in back office treats their colleagues or peer group in other functional departments as "other employees" of the same company. They are fulfilling their job requirement and will only give adequate service or support to their peers. However, successful companies and organisations have demonstrated that when the concept and practice of internal customer service is adopted, staff working relationships as well as effectiveness and efficiency are significantly improved within the organisation. As a result, both service quality and competitiveness of the organization are improved, and of course, a positive effect is induced to the entire organisation!

This program aims at guiding participants to change their mind set from doing their job right to making their (internal) customers happy. Skills and tips for building good customer service and good relations are presented and practiced.

Program objective: When completing this program, participants will understand the basic elements of good internal customer service; learn and practice the skills to provide good customer service, including handling complaints and difficult customers.

Target audience: Managers and staff of internal services, such as Accounting, HR, IT, Administration & Support, who provide services to internal customers.

Agenda:

Day 1

• Who are our company's customers?
• Who are our department's customers?
• Differences between external service and internal service
• Why need to build relationship with internal customers?
• What are the general styles of customers?

Day 2

• How to build good relationships with internal customers?
• Constructing a good C/S framework
• Handling complaints and grievance
• How to handle difficult internal customers
• Conclusion

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Cultural Characteristics of HK/Chinese Work Environment ^NEW

This program will provide a general understanding of the local Hong Kong / Chinese business and working environment, as well as characteristics and mentality of both IT practitioners and clients of IT projects.

Program objective: To assist overseas participants to overcome some cultural difficulties when working in local Hong Kong / Chinese business environment and improve better formal and informal communication.

Target audience: English/Putonghua/Cantonese-speaking foreigners who intend to work in HK or PRC but without too much knowledge of these working cultures.

Agenda:

• General cultural factors/values
• Highlights of Hong Kong general & business culture
• Hong Kong IT people's general characteristics & mentality
• Some tips for verbal communication
• Some tips for written communication
• Additional tips for interactions with PRC Chinese
• Some recommendations
• Q&A

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Effective Presentation Skills

More and more, executives, managers, supervisors, and even operational staff are being called upon to conduct presentations, either publicly or internally. An effective presentation is not merely reciting clearly or speaking well, but communicating effectively the objective of the presentation. It could be the difference between success and failure for a bid or project, don't let your presentation let you down.

Target audience: Managers, supervisors and team members who speak publicly making presentations at conferences, training workshops or other events to a variety of audiences.

Agenda:

• What is an effective presentation?
• How to prepare an effective presentation?
• How to deliver a presentation?
• How to take and answer questions?
• How to handle difficult situations?
• Tips for effective presentations

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Interviewing Techniques for Interviewers

Though there are more choices of supply in the man-power market, it is still no easier to find the right candidate for your job. Some interviewers can be very thorough, but this does not ensure success. You may still find that the candidate does not fit the job! This program aims to help interviewers learn and practice competence-based interviewing techniques enabling them to identify the most suitable candidate(s) for an opening.

Target audience: HR interviewers, managers, supervisors who are responsible for interviewing candidates for recruitment

Agenda:

• Components of an interview
• Traditional interviews
• Behavior description interviewing techniques
• What to prepare for an interview
• How to conduct a successful interview
• Questioning techniques

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Making Feedback Count

Feedback itself does not solve problems, but if it's carried out effectively it can open the door to problem solving and increased results. Today, organizations of all kinds are adapting and changing, putting their teams through a steep learning curve. It is essential now more than ever that time is used productively and to do this people need to know how they are doing.

Target audience: All levels of staff and encourages everybody to take responsibility for giving feedback.

Agenda:

• What is feedback?
• What makes feedback difficult?
• Why feedback is so important?
• How to make feedback effective.
• Finding solutions and agreeing action.

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Mind Mapping® Workshop ^NEW

After lots of research, Tony Buzan developed Mind Mapping® skill for taking and organizing notes. However, such skill has vast applications in stimulating and organising ideas and thoughts for both educational and commercial users.

This technique is useful in managerial functions as well as operational tasks, including planning and organising, presentation & public speaking, brain-storming and team meeting, preparation for negotiation, project management planning, problem solving, business documentation, creative thinking, etc.

This program aims at helping participants to know how the brain relates to intelligence, how intelligence can be influenced, visual thinking and writing, how Mind Mapping® skill is developed, how to apply the skill in work and life. Moreover, participants will also learn the use of a PC-based automation tool, MindMapper® to draw electronic Mind Maps®.

Program Objective: To enable participants to acquire the basic concept and skills in Mind Mapping® and apply the technique in various areas of managerial functions and operational areas like: planning and organising, presentation & public speaking, brain-storming and team meeting, preparation for negotiation, project management planning, problem solving, business documentation, creative thinking, etc. Participants will also appreciate the use of automated tools for drawing electronic Mind Map® for wider applications of the technique.

Target audience: Managers and staff who need to do planning and organising work. Also good for staff who need to brain-storm or organise individual or team ideas.

Agenda:

• Introduction
• Concepts & skills for drawing maps
• Practice I
• Notes taking
• Team Mind Mapping®
• Demo of automated tool - MindMapper®
• Practice II
• Review & summary

Duration: 1 day
Learning method: Interactive activities, drawing exercises, team discussions and drawing, video show.
Language media: Cantonese or Putonghua supplemented with English terminologies.
Course fee: HK$1,600
Course venue: Sheung Wan, Hong Kong
Course code: MMW

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Preparing Job Interviews for Interviewees

Due to technical advances and economic conditions, large and medium corporations are being forced to down-size their work-force. Lay-offs, early retirement and natural staff turnover occur everyday. A sincere demonstration of your support to out-going staff to help them in adapting to the transition will maintain good relationships with both departing staff as well as those who still work for the company. Interviews are no longer merely the conversation between the interviewer and the interviewee, to make yourself outstanding, you need to be prepared.

Target audience: Out-going employees or those preparing for finding a job; and career advisers who assist candidates in finding jobs.

Agenda:

• What are the components of an interview?
• How to prepare before an interview
• How to communicate effectively during an interview
• Answering techniques
• Tips for attending interviews

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Presentation Skills Workshop ^NEW

Program objective: To enable participants to possess effective presentation skills to communicate with external and internal customers or for public speaking.

Target audience: Managers, sales people, IT practitioners that need to conduct presentations or public speech to executives, clients or internal customers.

Preparatory assignment before program: Each participant will have to prepare a 5 minutes presentation about himself/herself or any topic.

Agenda:

• Initial presentation
• Components of a presentation
• Design & prepare a good presentation
• Skills for delivery
• Presentation drill I
• Tips for conducting a presentation
• How to take questions & feedback
• Presentation drill II
• Resources & tool for preparing presentation
• Tips for using Power Point for presentation
• Presentation drill III
• Summary Review

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Selling Skills Workshop ^NEW

Program objective: To enable participants to possess effective selling skills to communicate and negotiate with customers and prospects in target to achieve a deal.

Target audience: Newly employed sales persons or self-employed businessmen. Also good for internal service providers (such as IT practitioners) to perform selling activities to internal customers.

Agenda:

• What is selling?
• The typical selling cycle

Selling is Understanding

• Understanding myself
• Understanding the product/service & my team
• Understanding the market & customers

Selling is Communicating

• How to communicate accurately?
• How to communicate effectively?

Selling is Negotiating

• How to negotiate effectively?
• How to achieve a win-win negotiation?
• Simulation projects
• Summary review

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Sharpen your Supervisory Skills

Good supervisors are extremely important to both senior management and frontline staff. They are the key organizers of work and ensure that company policy and procedures are followed. They are the drivers in ensuring good performance and developing teams. They are the bridge between the different levels in your organization and crucial to its success.

This vivid and lively program aims to build the five most critical skills for effective supervision through a highly enjoyable experiential game - Flight from Savo

Target audience: Newly promoted or to-be promoted supervisors and front-line managers

Agenda:

• Organizing work to achieve objectives
• Guiding the work to ensure proper execution
• Managing staff performance
• Managing relations with subordinates
• Developing your staff to grow

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