Soft Skills for Commercial Management Teams Training Course

This is a highly interactive course that incorporates individual and group discussions alongside practical skills exercises. The goal is to empower participants to exchange ideas and elevate their competence levels.

Audience

Any individual seeking to improve their assertiveness skills.

Aim

The primary objective of this course is to boost confidence and enhance the participant’s capacity to communicate with clarity and assertiveness toward both colleagues and clients.

Objectives

Upon completion of the program, participants will be able to:

• Identify and overcome obstacles that hinder assertive behavior.
• Recognize behavioral patterns in themselves and others, learning effective strategies to manage them.
• Engage in effective communication with diverse individuals to achieve mutually beneficial outcomes whenever possible.
• Handle challenging situations with greater effectiveness.

Objective

The training aims to review and enhance the competencies required to achieve business objectives, both in individual work and teamwork. Participants will acquire key skills such as:

• Developing an effective communication style with others
• Practically analyzing communication barriers and employing active techniques to prevent them
• Establishing supportive interpersonal relationships
• Fostering effective teamwork
• Recognizing mutual influence between team members and the organization
• Utilizing various techniques to manage conflict
• Modifying attitudes and behaviors to adopt constructive, such as assertive, postures

Methodology

The training is designed to be highly interactive, with participants engaged in activities for over 80% of the time. Each session follows a consistent dynamic: introducing a new exercise to build awareness, delivering a mini-lecture on relevant techniques for knowledge acquisition, and practicing new tactics to develop skills. Upon completion of each session, participants receive supporting materials related to the discussed topics.

Practical materials are reinforced through mini-lectures that explain the theoretical foundations and fundamental psychological mechanisms experienced by participants during the training.

Purpose of the Training:

Designed for individuals aiming to handle conflict situations effectively and efficiently. This training empowers participants to harness conflict for team improvement, fostering the ability to apply strategic conflict management methods and techniques.

Benefits of the Course:

Participants will learn to utilize specific methods and techniques for resolving conflicts, master effective communication during disputes, and skillfully analyze the needs of all parties involved. The course also covers problem formulation, stress management skills, and the application of emotional control and assertiveness techniques to resolve conflicts.

Skills Acquired:

• Effective communication during conflict situations
• Identification of conflict sources
• Analysis of parties' needs and precise problem formulation
• Application of methods and techniques for conflict resolution
• Understanding the principles of assertiveness and emotional management in resolution
• Applying principles of assertive resistance against manipulation
• Demonstrating appropriate behavior during conflicts
• Implementing stress management and emotional regulation skills

Training Method:

The course utilizes lectures, simulations, case studies, role-playing exercises, and personalized feedback for participants.

A customer care strategy plays an important role in building customer satisfaction, helping you to retain loyal customers and increase levels of repeat business. By providing excellent service, you gain your client's trust, enhance your company's image, and strengthen your competitive advantage in the market. This course focuses on strategies and skills for building lifelong customer relationships by developing valuable and effective customer-care strategies. Satisfied customers may, through conversations and story-telling, become voluntary ambassadors for your company and are highly likely to recommend your services to others. This workshop will also help participants communicate effectively, appropriately and clearly in all situations.

OBJECTIVES

• Developing competencies in the area of professional customer care
• Increasing the efficiency of communication with customers
• Attaining the knowledge of how to get to the underlying needs and expectations of customers
• Building strong and sustainable relationships with clients
• Expanding the positive image of the company in the market
• Identifying, reducing, and overcoming objections and barriers
• Learning about personalities and communication preferences when dealing with clients
• Establishing the ability to create an open environment for communication
• Developing skills to communicate clearly and effectively
• Identifying barriers to effective communication
• Mastering body language and non-verbal communication

METHODS

• Role-playing
• Self-assessment tests
• Exercises in groups
• Individual work
• Practice sessions
• Lectures
• Discussions

LEARNING OUTCOMES

At the completion of this course, participants will be able to:

• Adopt a focused customer care strategy
• Identify key customer issues
• Build the professional image of the company
• Adapt to specific customer behaviour styles
• Increase customer loyalty through exceptional customer service
• Develop communication abilities with clients
• Use techniques to build relationships
• Develop a personal action plan to improve customer service skills
• Show gestures of generosity and high quality customer care
• Use techniques to deal with difficult situations
• Recognise barriers to the delivery of outstanding customer service

A Customer Care Course educates participants on the fundamentals of delivering exceptional service and care to customers. It emphasizes treating customers with respect and kindness, building emotional connections, and ensuring their satisfaction and loyalty. These courses cover various topics, including communication skills, time management, de-escalation techniques, and industry best practices. Through real-life examples and practical exercises, learners gain insights into effectively handling customer inquiries, complaints, and feedback. The goal is to equip individuals with the necessary skills to deliver professional, helpful, and high-quality service across various customer interaction points, enhancing the overall customer experience.

This instructor-led, live training in Taiwan (online or onsite) is aimed at beginner-level to intermediate-level professionals and managers who wish to enhance their critical thinking, decision-making, and problem-solving capabilities in personal and professional contexts.

By the end of this training, participants will be able to:

• Identify biases and logical fallacies in reasoning.
• Apply critical thinking techniques to real-world scenarios.
• Improve decision-making processes through structured analysis.
• Enhance problem-solving strategies for complex situations.

This instructor-led, live training in Taiwan (online or on-site) is designed for beginner-to-intermediate hospitality staff who wish to enhance their skills for providing excellent service.

By the end of this training, participants will be able to:

• Acquire knowledge and practical skills in formal etiquette, with a focus on hosting, dining, and serving.
• Comprehend serving protocols and the principles underlying them, empowering staff to implement these standards with proficiency.
• Enhance the quality of customer service, while strengthening communication and interpersonal skills to foster better engagement with guests.
• Understand diverse cultural etiquettes and sensitivities, ensuring that service remains respectful and appropriate for all guests.
• Manage unexpected situations and guest requests professionally and efficiently.

Pfizer, Hewlett Packard, DellEMC, and VMware have all benefited from this programme, developing a more balanced influencing style and demonstrating a resilient response to challenges in the workplace. If you want to: • Create high-performing work teams • Consistently win contracts from pitching • Successfully negotiate the best deals • Build shareholder value, year on year... then you need our influencing programme

This instructor-led, live workshop in Taiwan (available online or onsite) is tailored for business professionals who wish to integrate mindfulness into their work environment to enhance productivity, leadership, and well-being.

By the end of this training, participants will be able to:

• Understand the science and principles behind mindfulness.
• Develop self-awareness to enhance decision-making and leadership skills.
• Improve concentration, productivity, and emotional intelligence.
• Manage workplace stress, uncertainty, and high-pressure situations.
• Foster a positive and collaborative work culture.
• Apply mindfulness techniques to enhance creativity and problem-solving.

This instructor-led, live training in Taiwan (online or onsite) is aimed at managers and executives who wish to implement the right tools, skills, and methodologies to manage remote teams.

By the end of this training, participants will be able to:

• Explore remote leadership, structures, and components to successfully adapt a remote work setup.
• Develop trust, goals, culture, and teamwork to create an effective and productive remote team.
• Use existing tools and technologies to improve virtual communication and collaboration.
• Implement goal setting and project management methods to measure the performance of a remote team.

Audience

Managers, Team Leaders, and staff members who feel that:

• They are attending too many meetings
• Their time is being "stolen" by other people
• They cannot get to the bottom of their day’s work because of a lack of planning, foresight or prioritisation

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage meetings effectively – respecting the time pressures of those whom they invite to meetings
• Follow the standard processes for calling, managing and preparing the output of meetings
• Appreciate more widely some of the ways of managing themselves and their time more efficiently: to work smarter not harder…

Stress Management & Resilience is a hands-on program centered on evidence-based techniques and reflective practices that assist participants in handling personal stressors, enhancing adaptability, and fostering openness to change and feedback.

This live, instructor-led training (available online or onsite) targets beginner-level participants looking to acquire practical tools for stress management, engage in reflective activities, and build resilience to perform better at work and support their colleagues.

Upon completing this program, participants will be able to:

• Implement simple, evidence-based techniques to alleviate acute stress and enhance daily well-being.
• Utilize practical strategies to address personal issues (such as health, finances, or other concerns) that impact work performance.
• Engage in reflective activities and experiential exercises that promote openness to change and feedback.
• Develop a personalized resilience action plan with concrete next steps and coping techniques.

Format of the Course

• Short, interactive sessions that blend theory with practice.
• Experiential activities, guided reflections, and brief role plays.
• Action planning and short take-home practices between sessions.

Course Customization Options

• Content can be tailored to suit different team cultures, stress triggers, or organizational contexts.

This instructor-led, live training (available online or onsite) is aimed at professionals who wish to understand stress dynamics, learn practical strategies to manage stress, and implement techniques to enhance well-being in the workplace.

By the end of this training, participants will be able to:

• Identify personal and workplace stressors.
• Differentiate between productive and negative stress.
• Apply practical techniques to reduce and manage stress.
• Build resilience through empowerment exercises.

This one-on-one live online training is aimed at everyone who wishes to gain more structure and productivity in their job.

By the end of this training, participants will be able to:

• Get more in life.
• Control their time.
• Get their focus back.
• Plan their week effectively.
• Know how to deal with stress.