LOGISTICS/QUALITY/HEALTH SAFETY
LW053	Fundamental Of Effective Logistics Management	8-Nov	9-Nov	Request
LW007	Import & Export Management	8-Nov	9-Nov	Request
HS022	Industrial First Aid And CPR Training	13-Nov	14-Nov	Request
LW032	Managing Bill of Lading in Global Shipping	15-Nov	16-Nov	Request
LW002	Effective Stock Control & Warehouse Management	20-Nov	21-Nov	Request
EG063	Lean Manufacturing	22-Nov	23-Nov	Request

LOGISTICS/QUALITY/HEALTH SAFETY
LW003	Amalan Pengurusan & Penyelenggaraan Stor	4-Dec	5-Dec	Request
HS019	Occupational Safety & Health Workshop for Safety & Health Committee	6-Dec	7-Dec	Request
LW008	Purchasing System & Administration	11-Dec	12-Dec	Request
MG028	Principles & Techniques : Managing Store/Warehouse & Inventory Effectively	13-Dec	14-Dec	Request
LW043	Managing Supply and Purchasing Contracts	20-Dec	21-Dec	Request

ADMINISTRATIVE PROGRAM ON OCTOBER 2017

ADM010 (24&25 OCT 2017) - MR. NANTHAKUMAR @VISTANA HOTEL KUALA LUMPUR



MG060 (5&6 OCT 2017) - MR. ADIKALSAMY @ISTANA HOTEL KUALA LUMPUR

THE CONCEPT OF TRAIN-THE-TRAINER

Train-the-Trainer is a model used to describe, much as the name would imply, training potential instructors or less experienced instructors, on the best ways to deliver training materials to others.

When we think “trainer” our minds may automatically go to the concept of classroom training, but this is a relevant model to the world of e-Learning as well. An e-Learning trainer could be someone who works to create e-Learning training materials for a broader audience, someone who guides online interactive training elements such as webinars and discussions, or someone who is part of a blended learning model. A blending learning model is one in which a variety of training techniques are used for maximum effectiveness.

Regarding e-Learning, this could mean a trainer is taught how to take the knowledge learned through online training and then bring that to hands-on, on-the-job training. Instructors can also use online materials to then create mentorship programs or other in-person opportunities which build on everything the trainee learned via a learning management system.

The idea of train-the-trainer is essential to a strong overall training program, and the aim is not just to improve effectiveness, but also efficiency and productivity.

The goal of many of these programs is to have a strong talent pool of trainers from which to pull, rather than to have only one instructor who manages everything trainer-related within a company.

WHY IS IT IMPORTANT TO TRAIN THE TRAINER?

When you’re looking at people who can either facilitate e-Learning, blended learning or in-person learning, they may already be subject matter experts. These people are frequently the ones who are veterans of your organization but simply knowing the subject at hand often isn’t enough to make a great training experience.

These people need to know not just the “what” but also the “how ” to maximize effectiveness and ensure your training budget is being used wisely.

A few advantages of putting in place train-the-trainer programs include:

This will make trainers more authoritative. If you want learners to pay attention, be engaged and retain the information they’re being taught, it’s important they feel like it’s coming from an authority figure.
No matter your training delivery method – online, in-person or a combination of both, there are going to be questions. If your trainees aren’t asking questions that signifies a whole other problem in and of itself. For training leaders to be prepared, they have to understand the most effective ways to engage with their audience and not just supply the right answers to questions, but really get everyone processing and thinking on a deeper level. Most types of training, including e-Learning, incorporate some form of interactivity and discussion. By training the trainer, you’ll have a leader who’s better prepared to facilitate this interactivity and make the most of it. This can include not just answering questions, but also asking the right questions, fostering thought-provoking conversations and getting everyone to participate.

Train-the-trainer programs can be an excellent way to introduce not just the importance of subject matter mastery, but also elements of learning theory and human psychology. Your trainers will have a better understanding of how to appeal to a diverse learning audience and really make content “stick.” This can be important for not just the actual delivery of training, but also if your trainees will be part of developing content as well.

As you celebrate this occasion full of lights, you are wished the brightest moments that Deepavali can bring, lots of love and laughter to fill your days with cheer and that is sure to bring you, the best of everything !! 

Wishing you and your family a very happy and colourful Deepavali.

Experience the Magic That’s Associated with Doing the Little Things
Be an Observer of Your Customers
Treat Your Customers as Your Friends

• Make eye contact
• Smile. Greet the customer
• Use the customer’s name if known or ask for it. (Happens 1% of the time)
• Answer questions or obtain answers quickly
• Think speed
• Be sincere. Talk and act in a personal way
• Give the customer total attention
• Speak in a friendly manner
• Listen. Ask questions to obtain information to resolve any complaint they might have
• Offer unsolicited help now and then
• Make positive parting comments such as “We appreciate your business,” and, “Come see us again”

Customer service is one of the most crucial parts of any business. They are called the front liners as they are the first point of contact that customers have with the organization. It is paramount that they have the essential skills to ensure each call or visit that customers do for the first time is a pleasant experience. Therefore it is important for customer service staff to deliver their duty efficiently all the time. The business environment is so competitive nowadays that it has come to a point where losing a customer is too great a loss. This course is designed to equip the customer service staff all the essential skills in ensuring high level of service standard.

OBJECTIVES

• Understand the concept of good customer service
• Internalize the techniques of complaint handling
• Apply their knowledge of social etiquette
• Show ability to project professional image

 WHO SHOULD ATTEND