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COMMUNICATING UP, DOWN AND ACROSS THE ORGANIZATION
Dealing with Global Counterparts
24th & 25th November 2014
Time: 9:00am - 5:00pm
Venue : Evergreen Laurel Hotel, Penang
Call us at 04-2293 900 or email : info@dunville.com.my
Closing Date : 21st November 2014
INTRODUCTION
Gain recognition, build stronger work relationships and deliver high-value results for yourself and your organization!

Real leaders appreciate it when employees practice upward communication—taking the responsibility to communicate new ideas, innovations and better ways to get the work accomplished. This ability is especially crucial during times of economic uncertainty, where responsibilities can change unexpectedly and fresh ideas and input are essential at all organizational levels.

This seminar offers practical and adaptive strategies for upward communication—as well as across and downward communication—to inform and influence others no matter where they fit in the organizational chart.
 
TARGET AUDIENCE
Executives, Supervisors, Team Leaders, Department Heads and Managers.
 
COURSE OBJECTIVE
At the end of the program, participants will be able to :

  Identify pitfalls in business communication
Use the correct approach in verbal, non-verbal and written form of communication
Express ideas and opinions effectively
Eliminate redundancy and adopt the correct business writing style
Plan and organize thoughts to communicate with more professional appeal
 
COURSE CONTENT

(I) Communicating for Winning Performance
Understanding cultural differences in communication
Communicating with international counterparts
Active Listening
Giving constructive feedback
Assertive communication techniques
The art of communicating with different personalities

(II) Enhancing Spoken Communication in the Business Context
Expressing Purpose
Using the right words at the right time
Phrases to avoid
Questioning techniques
Paraphrasing to enhance understanding

(III) Professionalism on the telephone
Key principles to influencing others on the telephone
Sustaining interest and streamlining thoughts via the telephone
Techniques in handling telephone meetings / teleconferencing
Describing details without confusing the other party on the phone

(IV) Communicating Across the Board
Who is listening?
How different personality styles require different communication techniques
Dealing with different types of personalities
- Dominant
- Impressive / Expressive
- Amiable
- Analytical

(V) Aspects on Presenting With Impact
Stage Fright – How to overcome it?
Five steps to Effective Presentation
Skills and techniques on presentation
Warm up and Relaxation Techniques

(VI) Preparing your presentation
Writing and Structuring your Text
Text Preparation
Reviewing and Finalizing Text

(VII) Structuring E-mail Communication for Business Purposes
The KISS factor
Applying a 4-point plan
The good, the bad and the ugly of e-mail
The weakest link in your e-mails
Using the right tone and expressions
The importance of netiquette

SPEAKER’S PROFILE

  Ms Liew Mei Ling, Linda has more than 16 years hands-on experience in the areas of management, leadership, motivation, business development, public relation, sales and marketing covering the medical industries, trading, manufacturing and service industries.

She holds a Master in Business Administration from the University of Bath, UK. Ms Liew’s training experiences stems from designing, delivering and measuring training and consultancy projects for multinational companies such as Asahi Industries, Ericson, Altera Corporation, Osram Semiconductors, Huawei Technologies, Ramatex Apparel, White Horse Ceramic, Pen Apparel, United Sweetheart, Caretex Apparel, Sinwah Garment, Gimmill, Maybank, Shimano and Pall Singapore.

Ms Liew was awarded with Training Excellence Award 2010 by the Malaysian Institute of Management. She was also appointed as an associate Administrator overlooking one of the Malaysian Institute of Management consulting project involving in leadership competency development and electronic data processing and statistical data analysis for a multinational company.

She has been recently appointed by Celcom-VADs in designing call-centre 3G-customer service program for all their call centre front liners. She was also appointed as course leaders for Nokia-Siemens and Huawei Technologies on customer service programs ranging from handling difficult customers, good conversations, winning customers, key account management and professionalism in teleconferencing.

Ms Liew is a certified trainer from University of South Australia for competency-based training and her experience on competency and multi-rater feedback system stems from developing leadership development program using competency-based approach for Komag USA, designing performance appraisal system using competency-based approach for Kwong Wah Yit Poh Press, developing best framework for evaluating training effectiveness using competency which is in compliance to ISO9001:2000 series and conceptualized standard of performance as an objective-based criterion to judge the success of training program and application of scientific methodologies to study training effectiveness.

Ms Liew has also been actively involved in managing some consulting projects related to company-wide strategy implementation and call center training program. Her key competencies lie in pulling the various functional teams together to map the end-to-end process and establish an effective management system to execute and deliver the specific results to meet the goals for textile and apparel companies.

Ms Liew has great passion in coaching and developing the young leaders across different manufacturing and service industries to share her knowledge on self-improvement, diversity-management and motivating the work force.
COURSE FEES
HRDF – SBL Application (100% reimbursement)

RM 2,600 per person
(Inclusive of materials, 2 tea breaks, lunch and certificate of attendance)
 
We can run this course in-house for your employees. For the a detailed training proposal, please contact us by e- mail program@dunville.com.my or call 04-2293900 / fax 04-2293894.

Terms and Conditions of Seminar

Registrations will only be confirmed upon payment.
Please make cheques payable to Dunville Training Centre Sdn Bhd and bank in to Hong Leong Bank 26300000560
Payment must be received at least 7 days prior to the seminar date.
There will be no refund for cancellation. However, replacements are welcomed.
The organizer reserves the right to make any amendments and / or changes to the seminar programme, venue, speakers replacement and or topics if warranted by circumstances beyond its control.